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How ITIL Can Improve Your Management Practices

ITIL, an acronym for Information Technology Infrastructure Library, is an extensively accepted approach to IT service management (ITSM), which focuses on aligning IT services with business needs. It directs the professionals and the organisations in using IT as a tool that facilitates business growth and transformation. The ITIL portrays various procedures, tasks, processes, checklists that are not specified by an organisation. But an organisation can apply them to establish integration with the organisation’s strategy and by delivering a value. It facilitates building a baseline for an organisation for planning, implementation, and measurement. The ITIL framework is outlined to standardise the IT services in terms of selection, planning, support, and delivery to business needs. The ITIL transforms ‘IT’ into a business-service partner rather than just a back-end support by achieving its goal to improve efficiency. The ITIL guidelines regulate the IT actions and budget according to the business needs and also enable changes to them even if there is a shift or change in the business. Here’re important things to know about ITIL Foundation ITIL originated in the 1980s, with the dissolution of data centres and more geographical and diverse architectures gaining importance. The Central Computer and Telecommunications Agency (CCTA) of the UK government developed a set of recommendations after recognising that the private sectors and government agencies have started to implement their own IT-management practices. The IT Infrastructure Library encompasses a framework of five core publications or a collection of books, each of which covers a specific practice in the IT service management. The essential books comprising ITIL version 3 (V3) are as follows: Service Strategy: This book looks at the overall business aims and expectations, and provides advice and prioritisation of service-provider investments. Service Design: Service Design provides good advice on the design of IT processes, services, and other aspects of the service management. Starting with a set of new or alternated business needs, it ends with a solution that is designed to meet the recorded needs of the business. Service Transition: Service Transition relates to the delivery of services needed by a business for its operational use. It focuses on management of change, risk, and quality assurance during the deployment of service designs. Service Operation: Service Operation enables the delivery of negotiated levels of service to the customers and end users. Also, the problems are monitored, and a balance is restored in between service reliability and costs. Continual Service Improvement: Continual Service Improvement (CSI) looks for ways to improve the overall process and service provision. It facilitates alignment and realignment of IT services to accommodate the changing business needs. Benefits of ITIL in Management Practices Many prominent organisations are adopting and implementing the ITIL practices, as ITIL has become a leading framework of best service-management practices. Following are the benefits: 1. ITIL has gained recognition worldwide The common terms and concepts defined in ITIL form a set of practices that develop gradually to meet the market needs in a cycle of continual improvement. All the organisations—small or large, private or public, centralised or decentralised—can be benefitted from ITIL. ITIL can be adapted for utilisation and implementation in all businesses and organisations, regardless of size or scope. ITIL is scalable and flexible, so organisations, no matter big or small can implement parts of ITIL-delivering organisational benefits in various stages. 2. ITIL provides customer satisfaction ITIL provides a base for quality IT Service Management. The services offered by ITIL are based on efficient principles and adequately fulfils the business requirements. ITIL has been programmed emphasise focus on customer needs and user experience instead of focusing on technology issues. ITIL comprises of a consistent set of processes, highlighting the potential weakness that occurred in the previous operations, and suggests proactive improvements. ITIL allows better access to services for users and speedy responses to customer enquiries and complaints. This helps improve customer satisfaction and build a better relationship with the customer. 3. ITIL provides a reliable quality of service ITIL provides better management and control over the IT system infrastructure and management. The adoption of ITIL standards facilitates the service providers to deliver services regularly and effectively. Better identification of the areas of improvement and a proactive approach to service provision makes ITIL a reliable and best practice in the IT Service Management. 4. ITIL enables development of delivery of service ITIL enhances efficiency of services for the trading partners. The processes provided by ITIL help the service providers work with their clients and suppliers which enables them to make wise decisions on cost optimisation, investment opportunities, risk management, and various other priorities. 5. ITIL provides a decisive advantage by creation of value ITIL has improved the service quality by shortening the resolution time, providing better management control and implementing permanent solutions to acknowledge problems. By managing the customer and service portfolios, ITIL enables growth and prosperous business transformation that increases an organisations’ competitive advantage. Some of the benefits include: • Quantifies and clearly demonstrates the true value of the services • Minimizes service disruption • Obtains value for money from the service providers • Benchmarks the services and maximizes the returns on investment • Forecasts, responds, and influences the demands of services in a cost-effective way • Ensures that the business and customers remain unaffected by the unexpected service failures
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How ITIL Can Improve Your Management Practices

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How ITIL Can Improve Your Management Practices

ITIL, an acronym for Information Technology Infrastructure Library, is an extensively accepted approach to IT service management (ITSM), which focuses on aligning IT services with business needs. It directs the professionals and the organisations in using IT as a tool that facilitates business growth and transformation. The ITIL portrays various procedures, tasks, processes, checklists that are not specified by an organisation. But an organisation can apply them to establish integration with the organisation’s strategy and by delivering a value. It facilitates building a baseline for an organisation for planning, implementation, and measurement. The ITIL framework is outlined to standardise the IT services in terms of selection, planning, support, and delivery to business needs. The ITIL transforms ‘IT’ into a business-service partner rather than just a back-end support by achieving its goal to improve efficiency. The ITIL guidelines regulate the IT actions and budget according to the business needs and also enable changes to them even if there is a shift or change in the business. Here’re important things to know about ITIL Foundation

ITIL originated in the 1980s, with the dissolution of data centres and more geographical and diverse architectures gaining importance. The Central Computer and Telecommunications Agency (CCTA) of the UK government developed a set of recommendations after recognising that the private sectors and government agencies have started to implement their own IT-management practices. The IT Infrastructure Library encompasses a framework of five core publications or a collection of books, each of which covers a specific practice in the IT service management. The essential books comprising ITIL version 3 (V3) are as follows:

Service Strategy: This book looks at the overall business aims and expectations, and provides advice and prioritisation of service-provider investments.

Service Design: Service Design provides good advice on the design of IT processes, services, and other aspects of the service management. Starting with a set of new or alternated business needs, it ends with a solution that is designed to meet the recorded needs of the business.

Service Transition: Service Transition relates to the delivery of services needed by a business for its operational use. It focuses on management of change, risk, and quality assurance during the deployment of service designs.

Service Operation: Service Operation enables the delivery of negotiated levels of service to the customers and end users. Also, the problems are monitored, and a balance is restored in between service reliability and costs.

Continual Service Improvement: Continual Service Improvement (CSI) looks for ways to improve the overall process and service provision. It facilitates alignment and realignment of IT services to accommodate the changing business needs.

Benefits of ITIL in Management Practices

Many prominent organisations are adopting and implementing the ITIL practices, as ITIL has become a leading framework of best service-management practices. Following are the benefits:

1. ITIL has gained recognition worldwide

The common terms and concepts defined in ITIL form a set of practices that develop gradually to meet the market needs in a cycle of continual improvement. All the organisations—small or large, private or public, centralised or decentralised—can be benefitted from ITIL. ITIL can be adapted for utilisation and implementation in all businesses and organisations, regardless of size or scope. ITIL is scalable and flexible, so organisations, no matter big or small can implement parts of ITIL-delivering organisational benefits in various stages.

2. ITIL provides customer satisfaction

ITIL provides a base for quality IT Service Management. The services offered by ITIL are based on efficient principles and adequately fulfils the business requirements. ITIL has been programmed emphasise focus on customer needs and user experience instead of focusing on technology issues. ITIL comprises of a consistent set of processes, highlighting the potential weakness that occurred in the previous operations, and suggests proactive improvements. ITIL allows better access to services for users and speedy responses to customer enquiries and complaints. This helps improve customer satisfaction and build a better relationship with the customer.

3. ITIL provides a reliable quality of service

ITIL provides better management and control over the IT system infrastructure and management. The adoption of ITIL standards facilitates the service providers to deliver services regularly and effectively. Better identification of the areas of improvement and a proactive approach to service provision makes ITIL a reliable and best practice in the IT Service Management.

4. ITIL enables development of delivery of service

ITIL enhances efficiency of services for the trading partners. The processes provided by ITIL help the service providers work with their clients and suppliers which enables them to make wise decisions on cost optimisation, investment opportunities, risk management, and various other priorities.

5. ITIL provides a decisive advantage by creation of value

ITIL has improved the service quality by shortening the resolution time, providing better management control and implementing permanent solutions to acknowledge problems. By managing the customer and service portfolios, ITIL enables growth and prosperous business transformation that increases an organisations’ competitive advantage. Some of the benefits include:

Quantifies and clearly demonstrates the true value of the services
Minimizes service disruption
Obtains value for money from the service providers
Benchmarks the services and maximizes the returns on investment
Forecasts, responds, and influences the demands of services in a cost-effective way
Ensures that the business and customers remain unaffected by the unexpected service failures

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1 comments

Madison Roekle 02 Feb 2017

Hiya, I am really glad I have found this information. Today bloggers publish just about gossips and internet and this is really annoying. A good blog with interesting content, this is what I need. Thanks for keeping this website, I will be visiting it. Do you do newsletters? Can not find it.

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Here, we list down our weaknesses in this area. 1) We do not have big purse or deep pockets; that means we cannot spend money on getting state of art technical automated customer support setup 2) Our developers are busy in developing next version, and they barely have time to work with customers for live site issues And we do not have the capacity to hire new developers What are the Opportunities? List down the scope of getting ahead in business and on your competitors, if you succeed in this case 1) Since the expectations are low, so if we are able to provide 24*7 customer support with personal attention then it takes our customer ratings higher at a very steep rate. This positive feedback loop in turn would lead us to get more business and hence, bigger market share Wow; didn’t think it that way! 2) Customer feedback loop would allow us to develop features that are more relevant to them and since our customer base is small, the impact of positive reaction would be higher Hence, more business through positive word of mouth What are our threats? Here we list down the threats that might hamper us on this journey or worst still, the losses that we may incur if we fail. 1) The much-needed finance would be diverted for something that was not asked for in the first place. 2) We are opening up another input channel for our engineering team through customer feedback and not to forget, our engineering team is already overloaded 3) Increased business might become a bane for us if we don’t keep up with the same quality of customer care going forward, and we might lose business due to that. Now, our SWOT analysis is done; and what is the result? That depends upon you and your risk appetite. Now, you should have a discussion with your team and managers and stakeholders and arrive at the best way to go forward depending upon the above SWOT analysis. And before you realize, you will have a perfectly adapted version of a best practice in your hands for your benefit! ☺ All the best! By the way, if I were you, I would have chosen to implement this model of personalized attention to all customers but only during specific hours of the day along with specific modifications to engage with other countries’ customers.    
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