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Equip yourself with the hallmark and best practice methodologies on project planning and scheduling management, project delivery and risk based estimation & budgeting.

Overview

Most of the organizations have vision, mission, goals and objectives. From a business point of view, that's fine and as it should be. But, what does it have to do with IT and its services?

 

Service is a key subject here. Service, in general, should bring value, be customer oriented and rely on business case. It also brings business sense into IT. For IT, this could come as a surprise, especially for technology-oriented IT organizations. But, if you are running a customer-oriented IT organization – it’s common sense. Many organizations are struggling with costs, ROI (return on Investment), TCO (Total Cost of Ownership), controlling of changes, efficiency of Incident/Problem/Change Management processes, Service Desk… Organizations certainly need technology, but they see it through (business) service glasses. Therefore, Organizations need a tool, i.e. methodology, which is not technology driven, but service driven. ITIL is a perfect match.

 

ITIL has roots in practice. It encompasses experience from IT staff from all over the world; i.e. ITIL is the best practice for IT Service Management originated in IT organizations that deal with the same issues we found in daily activities, and therefore, everyone in IT Service Management can benefit from the fact that the wheel does not have to be reinvented.

 

ITIL combines people, processes, products (technology) and partners (suppliers) and, if implemented, it changes organizations’ structure and processes, service management, productivity and customer satisfaction. There are many areas where an organization can benefit from implementing ITIL. The three most important areas are here:

 

1. Business orientation of IT

 

The RACI (Responsible, Accountable, Consulted, Informed) model brings clarity to organizations’ functions and roles, and it constitutes the foundation for communication between IT and business.

Professional and proven processes integrate customer value and outcomes in every process, role and function, while at the same time increasing customer satisfaction. The organization changes from being a reactive to a proactive one, IT is integrated with business and it can respond more quickly to changing business (or market) requirements.

 

2. Organization

 

Financial Management is integrated throughout the service lifecycle. That means that costs are planned and controlled, and cost justification can be easily made. The business can rely on the financial parameters provided and agreed upon with IT, and it can integrate them in business services provided within the market.

The staff inside an ITIL-based organization gains competence and increases capability and productivity, which lead to higher staff satisfaction and retention.

Operational processes, e.g. incident and problem management are efficient, controlled and measured, which increases productivity and the satisfaction of both staff and customers. Efficient IT organizations have defined roles and responsibilities for operational processes, they use tools with implemented Service Level Agreement (SLA) parameters, and they have incident/problem catalogues in place. In such a way, processes and procedures are clear, resolution of incidents and problems is measured and compared to SLA requirements, and staff utilization is documented.

 

3. Quality of service

 

If an organization implements a framework that is proven to work, it is easier to agree on the service level and quality of the provided service to the customer. Constant measurements and improvements guarantee that quality assurance of the service does not end with the customer acceptance test, but it continues throughout the service lifecycle. Lessons learned and experienced on existing services will be integrated in every new service developed or improvement made on existing ones. The focus on customer needs and perception shifts away from a technological debate toward value received, customer satisfaction and customer relation.

There are many more areas where ITIL implementation means one step forward toward satisfied customers and the creation of a competitive advantage. The business world, as well as the IT world, is changing very quickly. IT needs to be a company’s engine, business oriented, adaptive and efficient. For a long time ITIL mastered operational tasks, but Service Strategy, Service Design and Continual Service Improvement are powerful tools in IT Management’s hands, when implemented and used correctly.

 

What is ITIL®?

 

ITIL advocates that IT services are aligned to the needs of the business and support its core processes. It provides guidance to organizations and individuals on how to use IT as a tool to facilitate business change, transformation and growth.

The ITIL best practices are currently detailed within five core publications:

 

  • ITIL Service Strategy
  • ITIL Service Design
  • ITIL Service Transition
  • ITIL Service Operation
  • ITIL Continual Service Improvement.

 

These five volumes map the entire ITIL Service Lifecycle, beginning with the identification of customer needs and drivers of IT requirements, through to the design and implementation of the service and finally, the monitoring and improvement phase of the service.

ITIL has been adopted by thousands of organizations worldwide, including:

 

  • NASA, Microsoft, IBM, Procter & Gamble, HP, Shell, UK National Health, Service, HSBC, The Walt Disney Company, Müller Dairy.

ITIL describes processes, procedures, tasks, and checklists which are not organization-specific, but can be applied by an organization for establishing integration with the organization's strategy, delivering value, and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement.

 

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