What Is Service Delivery?

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Posted on Monday, 25th March, 2019 - 17:10

For IT departments, the days in the wilderness are long gone. No longer is IT just those computer geeks tucked in a corner office in the depths of the building who you call when your laptop decides to test your patience. Today, IT is a vital part of any business, linked by technology to a company’s success. Adopting ITIL can help a company to evolve and remain competitive.

What are ITIL and IT service delivery?

Let’s start with an explanation of what ITIL is. The Information Technology Infrastructure Library, or ITIL, is a set of best practices used to create and improve ITSM, or IT Service Management, processes in an organization. ITSM goes beyond IT support. Today, it’s much more than that, encompassing all the “services” that IT provides, from resetting your password and installing apps on your mobile or laptop, to backing up your work in the cloud and delivering new technology.

ITIL is designed to help businesses establish practices that are cost-effective and efficient. This enables the building of strong IT environments that can manage risks, improve customer relationships, and continue to grow and develop. Service delivery encompasses everything the IT department provides the customer, while ITIL loosely defines how to do it.

Why adopt ITIL service delivery

ITIL service delivery is essentially IT delivering a service to the customer. When performed well, it brings IT under the umbrella of the business as a whole. When IT “delivers” a service, they are adding value to the business. An effective business strategy needs to incorporate IT as a service centre to maximize corporate profits. There are 5 components to a service delivery strategy:

  1. service level management
  2. financial management of the IT services
  3. capacity management
  4. availability management
  5. IT service continuity management.

ITIL service delivery processes need to:

  • define the content of IT services
  • define the responsibilities, and roles, of the customer, end users and service providers
  • set the expectations of availability, timeliness and the quality of the service.

It’s important to measure the results of any service delivery process in order to adapt and drive the continuous development of services.

The benefits of adopting ITIL service delivery

A business that adopts ITIL service delivery not only differentiates themselves from their competitors, but also takes a proactive approach to managing IT. This reduces response times and cuts costs. There are 6 main benefits to adopting ITIL service delivery processes:

  1. a stronger, better alignment between the business and IT
  2. improved delivery service, leading to enhanced customer satisfaction
  3. improved utilisation of business resources, resulting in effective cost-cutting
  4. clearer visibility of IT costs and business assets
  5. better management of risk and service disruption/failure for the business
  6. a more secure and stable service environment, supporting business change and flexibility.

Adopting ITIL service delivery processes helps a business to focus on not only improving their IT capabilities, but also resolving issues and streamlining workflows. Optimizing the process, people, suppliers, and technology capabilities will enhance business strategies and drive overall growth.