The IT Infrastructure Library (ITIL) has been an accredited resource for businesses for over 25 years. With computer technology at the forefront of optimizing customer experience and service delivery, an efficient IT department is more important than ever to the success of your business. Here is a quick introduction to how ITIL can ensure that success, and bolster your organization’s reputation in the IT community.
With the impact of a modern global technocracy on business, we now speak in the universal language of IT when evaluating the performance of an organization. Since its introduction in the late 1980s in the British private sector, ITIL has remained a standard bearer for the successful functioning of IT in business.
ITIL is a collection of online resources and training courses. These range in ability, from Foundation level training for individuals, to an Expert-level corporate qualification that is designed around the unique needs of your organization. Those who become qualified are inducted into a global community of professional IT practitioners. The benefit of ITIL as a framework is that it is adaptable to a range of business needs, from driving commerce to improving service delivery. Furthermore, the multi-tiered structure of ITIL training courses means that it can be tailored to the size and skill-set of your organization’s workforce. Whilst keeping up with a growing demand for e-commerce and online customer service, many businesses suffer as a result of their view of IT as a safety net for their daily practices. What this fosters is a ‘blame culture’, in that Key Performance Indicators (KPIs) and ServiceLevel Agreements (SLAs) clash in cross-departmental processes, with a mutual lack of understanding causing frustration amongst workers. In response to this, ITIL updated its values in 2007 to reflect a “life-cycle” approach to integrating business and IT, with the key tenets of this approach detailed below:
1. Service Strategy: Identifying your business objectives and requirements, alongside the demand for IT service and financial assets of your organization.
2. Service Design: Calibrating your service strategy with your organization’s IT capacity and ability to manage IT-related risks, as well as its relationship with third-party IT suppliers.
3. Service Transition: Accurately assessing and managing the introduction of a refocus on IT service to your business.
4. Service Operation: A centralized, proactive approach to daily IT service delivery and incident management.
5. Continual Service Improvement: Harnessing the momentum of your IT service with regular reviews in line with technological development.
ITIL has been implemented in a vast array of organizations, including some of the most recognized brands and companies in the world. A 2001 case study of food-industry giant Müller Dairy by Angela Steel details how implementing the ITIL life-cycle approach repositioned IT support as proactive rather than reactive. The principle of continual service improvement means ‘IT now has the information needed to put together constructive action plans, rather than simply responding to the usual complaints, such as ‘the network is slow.’ Müller Dairy proceeded to reap the rewards of this overhaul, which included the introduction of an IT service desk as a hub for IT related issues and requests. Steel details how ‘KPI performance now exceed[s] 99% in an average week, [as well as scoring] 4.5 out of 5 for user satisfaction over the average month.’
In the wake of global recession, it is understandable that businesses may be tentative to invest money in a complete restructure of their IT departments. The Return on Investment (ROI) for ITIL is facilitated by its adaptable structure. Business-owners who adopt ITIL are constantly reviewing their financial assets and devising cost-reduction strategies. The increased efficiency of your organization’s IT department will save business hours in problem solving and retrospective risk management, which consequently will reduce the last-minute purchasing of new software at an inflated cost. If you adopt ITIL as the primary framework for your organization’s IT department, you are in full control of the time and scale in which changes are implemented, so your business objectives are not disrupted in what could otherwise be a lengthy and rigid process.
Online Foundation courses for ITIL cost from just $129, with quotes for courses that combine both eLearning and an intermediate multi-day workshop available on request.
For more information about how ITIL can benefit your organization, and to access its extensive range of IT resources, please visit https://www.itiltraining.com/usa