ITIL is the framework for creating a great IT Organization. You can think of ITIL as an empty egg basket with about 2 dozen little compartments that you fill with those precious, fragile, egg-like processes.
Once you start filling your basket with an ITIL-based process oriented environment, you will be well on your way to achieving success. And with that success you can expect some key benefits to help drive your continued implementation.
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The 3 wins that you can expect from an ITIL-based ITSM solution are:
- Increased productivity
- Improved business alignment for the IT Organization
- Growing cost savings
The first step is to be more efficient in managing your Service Request Fulfillment. There are 26 individual but interconnected egg holders for processes and four functions that make up the methodology of ITIL v3. Only a few companies can ever achieve all 26 processes. The idea is to raise your level of IT Organization maturity. That begins one process at a time. Some companies need to move their Help Desk from a simple yet immeasurable email or phone ticketing system. Other organizations have outlived the functionality of their legacy solution and need to move to a new, easy to use and customize solution that can be upgraded efficiently.
Improved business alignment for the IT Organization
Once you start to standardize your processes, you can better manage the Service Level Agreement (SLA), leading to more up time for your users. This is when you start to see better IT and business alignment.
Growing cost savings
As soon as you settle into the new or improved ITIL-based ITSM solution, you will begin to see dramatic savings that are driven by increased efficiency in managing all of your service request. Oh, did I mention that better SLA and management of your user requests leads to that all important BONUS WIN, dramatically increased customer satisfaction!
Putting your eggs into the ITIL baskets will lead to 3 big wins, plus bonus points for your IT Organization.
Flickr Image by Rich Moffitt