How ITIL Can Help Small-Medium Businesses (SMBs)

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Posted on Monday, 14th August, 2017 - 09:10

In the last two decades ITIL has helped some of the world’s biggest corporations. Disney, Microsoft, IBM, these are just some of the many ITIL success stories. However, there is the misconception that ITIL cannot also benefit small businesses. Here are 4 ways ITIL can help small and medium enterprises (SMEs) reach their long term goals.


  1. ITIL can help small businesses expand

Successful expansion requires a clear-cut strategy. Resources will need to be accounted for. Stakeholders will need to be consulted, with any concerns assuaged. Quantifiable goals will need to be set. All of this can be achieved with the ITIL Service Lifecycle. Finally, one of the most important ITIL processes is Continual Service Improvement. Once initial goals have been reached, this helps businesses expand on their ambitions.

  1. ITIL is a tailorable framework

According to an article for Computer Weekly, ITIL is ‘over-engineered for 95% of organisations’. ITIL has been misconstrued as a silver bullet solution. This leads to organizations implementing ITIL as a whole. This often causes further hindrance. When implemented right, small businesses will prioritize what is most pressing. They will also be able to identify which ITIL processes work best for their goals. We previously wrote a blog on the benefits of implementing ITIL in parts, which you can read here.

  1. You can condense roles in ITIL implementation

It is understandable why small businesses are hesitant about implementing ITIL. A large scale change often entails new hires, training and software updates. However, like how ITIL processes can be streamlined, roles can be condensed. For instance, the roles of incident manager and problem manager can be taken on by one individual. They can take responsibility for minimizing issues before they escalate. If some cannot be avoided, they will also take the helm when large-scale incidents occur.

  1. ITIL is not just about processes, it’s about people

At its core, ITIL is about service. Good service is about dedicated staff who take ownership of their role. ITIL helps small businesses promote a culture of responsibility. When we think of “company culture”, we imagine colossal companies like Google. Implementing ITIL the right way means it becomes part of company culture. This is completely regardless of size. Even if your team is small, if every member works to make ITIL a success, chances are it will come to fruition.

Hopefully this blog has shown that nearly all businesses can benefit from ITIL implementation. All it takes is the right kind of tailoring and a committed team. As part of the ILX Group, we offer companies a bespoke corporate training program. If you’re interested in getting the most out of ITIL, submit a training quote request here!