The IT Infrastructure Library framework for IT service management can give institutions of higher education the tools they need to establish an efficient, reliable IT configuration. ITIL offers organizations a framework of best practices and specifications to establish an advanced, mature IT service setup. In academia, this system is particularly valuable because it introduces structure into IT departments that often get mired in loose process architectures.
Structure is integral to the ITIL's capabilities in higher education, and there are four noteworthy attributes of ITIL that stand out in this area:
1. ITIL Introduces Procedural Reliability
Many IT teams in higher education are understaffed and getting by with the bare-minimum resources. This means that processes are generally dictated by the skills and knowledge of individual workers. If somebody comes in and knows a better way to get something done, they do it. If that person leaves the company, he or she can leave a chasm of operational uncertainty. Put together a staff of individuals functioning in this way and you have a path to a volatile process environment. ITIL clearly identifies and structures key service management processes, establishing a framework that skilled workers can build upon, but eliminating the risk of an overly-personalized process architecture.
2. ITIL Establishes Service Pathways
Terminology is a critical part of IT management, as the way an organization talks about its various services and operational principles can define how different tasks are prioritized. ITIL creates a solid foundation in this area by defining clear terms within the service management sphere. This makes it much easier to break down communication barriers in IT and establish clear pathways between various stages in the service management spectrum.
3. ITIL Alleviates Risk
The process volatility common in academia can combine with technological diversity to create incredible risk in the sector. ITIL establishes the change management best practices organizations need to handle the wide range of devices and services used in higher education. As such, the service management framework can play a key part in eliminating risk.
4. ITIL Streamlines Improvement
ITIL establishes a pathway that organizations can follow to improve their service management capabilities. As such, institutions of higher education facing operational challenges, but unsure of how to solve them, can quickly and easily identify which parts of the framework they are struggling with and follow prescribed methods to improve in those areas.
A lack of structure is a major service management problem in academia. With many IT departments struggling with staffing and financial limitations, structure is often one of the first things that gets eliminated. Using ITIL can provide the foundation IT organizations need to get the job done more effectively.