The IT Infrastructure Library (ITIL) represents an excellent set of best practices, carefully organized and edited to provide readers information and structure, how to plan, implement, maintain and improve services for organizations customers.
ITIL belongs to the Office of Government Commerce (OGC) and copyrights and trademarks are protected. IT Service Management Forum (itSMF) is a leading, independent, not for profit, organization, which is owned and managed by its members around the world - in order to promote and exploit the benfits of ITIL.
Oftentimes, when people first read one of the major books ITIL; ITIL always described as " common sense & quot; in particular, so-called experts who say to themselves ", yes, we are doing that already -- So what? & Quot;
Well guess what. This is common sense - but, unfortunately, it is only UNCOMMONLY.
At heart ITIL is a set of processes and procedures that any organization can review, adjust and customize their own content. They were written and more within 15 years from different ITIL / service / process experts. This all points of ITIL - a best practice starting point - to consider, once again carefully worked and introduced into the organization to match the needs of business. No verbatum, letters-to-book style exercise will eventually be more than 50% in force for any organization. Each place is different. Every business is different. Every client is different.
Over past ten years, many thousands of IT professionals in services provided feedback and helped to raise the basic OGC ITIL texts - so that you can be sure that it is 1 place to start when implementing strategic IT Service Management.
Moreover, more recently, ISO20000 " was quickly tracked & quot; within the International Standards Committee to become a worldwide standard for IT Service Management. Many key aspects of ISO20000 requires ITIL not fulfilled, namely: support for IT services and IT service delivery processes. Note: ISO20000 does not specify that ITIL is a prerequisite for certification - but it is only logical starting place for best practice adoption.
A few home truths about ITIL - with its implementation has been in various forms in many customers for the past 10 years: -
-It requires investment in time, effort and energy of people - so there is a cost
-It requires a capable and experienced people -- People who are the foundation managers and ITIL ITIL certified
-It requires transformation program to own and direct the efforts of many small but significant projects.
-It requires the active, senior buy into the system. No buy-in - no ITIL. This is very heavy.
-therefore it requires to be understood, at a senior level and, hence, the ROI on ITIL must be consciously planned and implemented
-" this transformation & quot; change - so it means that people are changing roles; People new working methods and communication; organization begins to hardwire the voice of the customer in the heart of IT & Technology
Some further considerations: -
-It is difficult to do, people play with their policy of empires; people to defend their functional in the bunker, people resist change
- It takes time to plan, develop, build, test, in & 39; DO "
Essentially you have to change & quot; while " aircraft engine aircraft is in flight - meaning - you have to The technology provides a way to transform the service - without the influence of the quality and accessibility of services.
ITIL all about. No Tools. Not Technology. Not process. In my opinion, they are the only by-product, which is the ultimate goal.
[By the way - There is no such thing as ITIL compatible tool. ITIL is a set of best practices - not " Standard & quot;, which can be met with. Sellers always wrong to say their tool requirements " & quot;. Gartner agrees with me on this occasion.]
ITIL forces you to think seriously about who does what, when and how, with what tools, how well they do, they could do better, as we perceive the customer ... These are just some of the permanent issues that arise when you EVERYDAY exercise and works on the basis of ITIL organization.
These have the right questions for IT Service Success!
The ITIL many advantages - but only a few of them reported: -
-ITIL fails functional silo & 39; s, gets people, and the flow of information; gets people say, for the benefit of all customers (service recipient) .
-ITIL helps to re-organize his / Technology will focus customers. Roles, responsibilities, information and reporting requirements, all converge to push relevant and timely information on the eligibility of client interfaces.
-ITIL makes people think in terms of service, not technology silo perspective.
-ITIL lowers costs and helps with automation to further reduce costs. ITIL to achieve more with less over time - to avoid future staffing cost increases.
-ITIL can be rolled into factions " & quot; best practices to achieve organizational " quick wins & quot;
-ITIL should be fun. The way to do things around here with people has been fully involved and included in key decisions.
It boils down to this ...
Will person, sitting on a seat to do correctly, at the right time at the lowest possible cost - in order to play its role in providing services that the customer pays - keep on doing this right the first time - and improve things, when - all of this perhaps?
Holy Grail?
No.
Already accomplished?
Absolutely! A lot of different companies worldwide. ITIL has been around for many years!
For free 60 minutes on ITIL Implementation Podcast - please visit:
http: / / www.AskTheServiceExpert.com
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