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ITIL Practitioner: Importance of “Adopt and Adapt” Principle and SWOT analysis

In my previous posts on ITIL Practitioner, we walked the journey of basics of ITIL practitioner, then emboldened by our little endeavor, we explored core competencies of ITIL, 9 guiding principles and tried to understand why “service strategy” is the core of ITIL framework. Briefly, we had touched upon the concept of Adopt and Adapt that is the core message of ITIL framework governing body. In this post, I will share my thoughts with you on how ITIL’s core concept of “Adopt and Adapt” is part of their curriculum and if possible, I will share some examples with you. What is Adopt and Adapt concept? Adopt says take whatever you like and think will be useful for your project or organization. Adapt says change it to suit your needs. Simple! Not so. Because this simple looking definition is full of pitfalls and very dangerous ones, at that. If you start adopting everything that you liked in other projects and companies then soon your own project and company will be overburdened with things that do not work well together and worst still, there will be humongous redundancy in techniques and tasks. Let us take a simple example of internet search engine. Suppose I am the owner of company XYZ and I am marketing a new internet search engine service known as XYZ-Search. While my engineers and managers are working hard to make sure that my internet search service performs well on the parameters that have been given to them; at the same time, I should also be spending time to find out the existing best practices being followed by my competitors and peers. But I exercise extreme restraint before actually taking those practices and asking my engineers to follow them blindly. For example, it will be foolish on my part to build a sprawling campus with 24*7 entertainment facilities for my engineering team working on XYZ-Search just because Google does it for its employees. No doubt, this kind of environment does have its own benefits, but it comes with its own cost. And being a start-up, my XYZ-Search cannot afford this. So in spite of success for this organizational facilities, I should not be adopting it as-is. Similarly, I notice Google search engine places online advertisements on specific locations on the page such as top, bottom, right navigation panel etc. So if I tell my engineers, UX, and marketing team to start putting such advertisements on my XYZ-Search page then I can easily drop my dreams of tasting success. Why? Because Google is earning those advertisements on the basis of top-class search results that lead to user satisfaction and if I try to replicate that financial model for my XYZ-Search engine service then it will be thrown to trash in a matter of a few days. Always remember, bad quality never goes unpunished!  But I do want to adopt my peers’ success model; so what should I do? In that case, you need to learn to adapt. The concept of adapting means that you tailor the existing product or service as per your needs and requirements that suit you best. We know, this is a required thing to be done else it leads to the problem of force fitting leading to a lot of other issues such as employee dissatisfaction, customer drain, regulatory non-compliances etc. To continue with our example of internet search engine service, if our very successful competitor, Google, decides to set up a 24*7 customer care number that provides personalized attention to each caller, then obviously, this initiative is going to win a lot of appreciation from the clients for Google. Who does not want a personalized support and care in business especially if things are not working as expected? But it would be foolish on our part to adopt this model in its entirety; in fact even suicidal for our startup that is already tight on cash inflow and is in primitive stages of internet search engine service development and release. So how do we adapt here?  Because adopting this wonderful idea is a no-brainer; it would be stupid to not implement this. But how to make it fit for us? That is where your SWOT analysis comes into picture. SWOT stands for strengths, weakness, opportunities and threats. How will this help us fulfill our needs? Let’s see.  SWOT analysis to Adapt the Adopted SWOT analysis is helpful here because it will help us nail down the reasons why we want to adopt a best practice, what are our current challenges to be solved through this, what are the constraints that limit our ability to go beyond what is currently possible and what benefits we are going to reap if we are successful. Let me show you an example of this internet search engine service 24*7 customer care with personalized attention. What are our Strengths? Here we or anyone is supposed to list down the aspects that are your strong points for a given situation. You will need to involve more than 3 but less than 10 people in this exercise to get some tangible outcomes. Let’s give it a try. 1) We are a startup with limited and very minuscule customer base; since we are just starting up In normal circumstances, this would be considered as our weakness but in this case, this is our strength; see how This implies that the demand to set up 24*7 customer support is almost nil or maybe does not even exist. And that actually cuts down on our cost factor to set this up 2) Our another strength is, in this case, that no one expects us to give a wonderful customer support since we are a startup busy with getting our service correct first. So the pressure to set this up is not there. What are our weaknesses? 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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ITIL Practitioner: Importance of “Adopt and Adapt” Principle and SWOT analysis

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ITIL Practitioner: Importance of “Adopt and Adapt” Principle and SWOT analysis

In my previous posts on ITIL Practitioner, we walked the journey of basics of ITIL practitioner, then emboldened by our little endeavor, we explored core competencies of ITIL, 9 guiding principles and tried to understand why “service strategy” is the core of ITIL framework.

Briefly, we had touched upon the concept of Adopt and Adapt that is the core message of ITIL framework governing body.

In this post, I will share my thoughts with you on how ITIL’s core concept of “Adopt and Adapt” is part of their curriculum and if possible, I will share some examples with you.

What is Adopt and Adapt concept?
Adopt says take whatever you like and think will be useful for your project or organization.

Adapt says change it to suit your needs.

Simple!

Not so.

Because this simple looking definition is full of pitfalls and very dangerous ones, at that.

If you start adopting everything that you liked in other projects and companies then soon your own project and company will be overburdened with things that do not work well together and worst still, there will be humongous redundancy in techniques and tasks.

Let us take a simple example of internet search engine.

Suppose I am the owner of company XYZ and I am marketing a new internet search engine service known as XYZ-Search. While my engineers and managers are working hard to make sure that my internet search service performs well on the parameters that have been given to them; at the same time, I should also be spending time to find out the existing best practices being followed by my competitors and peers.

But I exercise extreme restraint before actually taking those practices and asking my engineers to follow them blindly. For example, it will be foolish on my part to build a sprawling campus with 24*7 entertainment facilities for my engineering team working on XYZ-Search just because Google does it for its employees.

No doubt, this kind of environment does have its own benefits, but it comes with its own cost. And being a start-up, my XYZ-Search cannot afford this. So in spite of success for this organizational facilities, I should not be adopting it as-is.

Similarly, I notice Google search engine places online advertisements on specific locations on the page such as top, bottom, right navigation panel etc. So if I tell my engineers, UX, and marketing team to start putting such advertisements on my XYZ-Search page then I can easily drop my dreams of tasting success.

Why?
Because Google is earning those advertisements on the basis of top-class search results that lead to user satisfaction and if I try to replicate that financial model for my XYZ-Search engine service then it will be thrown to trash in a matter of a few days.

Always remember, bad quality never goes unpunished! 

But I do want to adopt my peers’ success model; so what should I do?

In that case, you need to learn to adapt.

The concept of adapting means that you tailor the existing product or service as per your needs and requirements that suit you best.
We know, this is a required thing to be done else it leads to the problem of force fitting leading to a lot of other issues such as employee dissatisfaction, customer drain, regulatory non-compliances etc.

To continue with our example of internet search engine service, if our very successful competitor, Google, decides to set up a 24*7 customer care number that provides personalized attention to each caller, then obviously, this initiative is going to win a lot of appreciation from the clients for Google.

Who does not want a personalized support and care in business especially if things are not working as expected?

But it would be foolish on our part to adopt this model in its entirety; in fact even suicidal for our startup that is already tight on cash inflow and is in primitive stages of internet search engine service development and release.

So how do we adapt here? 
Because adopting this wonderful idea is a no-brainer; it would be stupid to not implement this. But how to make it fit for us?

That is where your SWOT analysis comes into picture.

SWOT stands for strengths, weakness, opportunities and threats.

How will this help us fulfill our needs? Let’s see. 

SWOT analysis to Adapt the Adopted
SWOT analysis is helpful here because it will help us nail down the reasons why we want to adopt a best practice, what are our current challenges to be solved through this, what are the constraints that limit our ability to go beyond what is currently possible and what benefits we are going to reap if we are successful.

Let me show you an example of this internet search engine service 24*7 customer care with personalized attention.

What are our Strengths?
Here we or anyone is supposed to list down the aspects that are your strong points for a given situation. You will need to involve more than 3 but less than 10 people in this exercise to get some tangible outcomes.
Let’s give it a try.
1) We are a startup with limited and very minuscule customer base; since we are just starting up

  • In normal circumstances, this would be considered as our weakness but in this case, this is our strength; see how
  • This implies that the demand to set up 24*7 customer support is almost nil or maybe does not even exist.
  • And that actually cuts down on our cost factor to set this up

2) Our another strength is, in this case, that no one expects us to give a wonderful customer support since we are a startup busy with getting our service correct first.

  • So the pressure to set this up is not there.

What are our weaknesses?
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.
 

 

Abhinav

Abhinav Gupta

Blog Author

PMP, has 12+ years of experience working in Information technology sector and has worked with companies like Infosys and Microsoft in various capacities. He started his career as a manual tester for a world renowned software product and grew on to become automation champion in both functional as well as UI. He has worked with Healthcare units providing various software solutions to companies in North America and has worked with search engine based groups to enhance their experience and provide more bang for buck to their customers.

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ITIL Comprehensive Guide

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To avoid these bottlenecks, the organization needs to create a sense of urgency around the change required, promote the right vision and strategy, delegate responsibility, create short-term wins (success goals), and create a culture of change. Continuous Training of IT Team The last state in ITIL is Continuous Service Improvement, to achieve this, your IT team in the organization must undergo continuous training until it has fully grasped the ITIL framework.ITIL Today A look at the adoption of ITIL in the United States and Canada shows considerable similarities. However, Canada started earlier than the United States. Companies in North America are adopting ITIL in parts. They are particularly interested in the processes focused on Service Operation and Service Transition.The introduction of Service Catalog gave ITIL a boost amongst the end-user services.The current adoption levels in ITIL are the biggest proof of its relevance. AXELOS states that ‘over a million IT professionals in the US rely on ITIL’s best practice guidance to deliver business success […]As a reflection of this, the update will continue to include the widely-adopted core principles of ITIL.’ The Future of ITILITIL Is looking forward to a few major changes in the new update. According to Peter Hepworth from AXELOS, ITIL v4 will shift its focus on:Core Principle of Quality Service ManagementA practical guide on how to use ITILHow to Combine the use of ITIL with DevOps, Agile and Lean ITIL v4, an update to the current edition is due to be released in the 1st quarter of 2019. There will also be a sufficient crossover period between the current version and the new update in order to minimize the impact of day-to-day operations.ITIL Certification Guide: Overview and career paths ITIL Certification Program OverviewITIL is a leading framework for managing IT service delivery globally. ITIL consists of a lifecycle model that recommends specific processes and activities during the design, development, and delivery of IT Services. Since July 2013, AXELOS Ltd - a joint venture between the British Government's HM Cabinet Office and Capita Plc. took ownership of ITIL. This is responsible for developing the ITIL frameworks; accrediting training and examination institutes. There are hundreds of ITIL Accredited Training Organization (ATO) worldwide. ITIL has five (5) different certifications. These are ITIL FoundationITIL PractitionerITIL Intermediate ITIL ExpertITIL MasterITIL uses a Credit System of Grading for the various level of Certification up till the expert level. You will need a total of 22 Credits to earn the ITIL Expert Certification. There are different requirements to wear the crown of ITIL Master Certification.Benefits of ITIL to individualsThe IT industry is dynamic, thus making it difficult to catch up with the trends. Over the years ITIL has been established within the IT Service Management field. A standard framework or the best practices is a major need for IT professionals in IT services and IT Management.  ITIL best practices are important in the effective management of businesses. Organizations now require ITIL Certified professionals to scale up in the industry.These are some of the benefits of being an ITIL certified professional Recognition:ITIL Certification is viewed as a standard benchmark of quality for IT professionals globally. IT Service Providers and Employers recognize the ITIL brand and any professional certified by ITIL. ITIL qualification is worth the effort and will help you in your career development.   Proficiency in ITIL Terminologies and VocabularyITIL has a name or term for most of the processes and activities in the IT World. There are professionals using IT service management processes without a clear understanding of the processes or terminologies. Through ITIL training and Certification, you will learn the common language/terms in IT Service Management. This, in turn, facilitates better communication with other professionals. Build a dynamic and strong employee-customer relationshipThe success of entities in IT Services is strongly tied to its personnel. Personnel with appropriate competencies, skills, and experience will thrive better in the industry. ITIL training will help you to gain more confidence, competence, and will improve service delivery to customers. The culture of Thinking out of the BoxITIL training will stretch your mind. You are trained to be flexible and encouraged to think out of the box - to come up with new creative ways of working to improve customer satisfaction. ITIL training scheme will help you to contribute effectively to the process of IT Service delivery. Better Job ProspectsAs expected of any good certification, ITIL will enhance your job prospect. Organizations are finding a smarter way to demonstrate value in the workplace. With ITIL, you will be able to contribute constructively and effectively in the ITIL Service Management processes.  Benefits of ITIL to Organizations/BusinessesIn addition to the benefits enumerated earlier, there are other benefits of ITIL lifecycles as it relates to an organization.ITIL Service Strategy will help your organization to understand the customers and develop and deliver IT Services that meet their expectation. Your organization will have satisfied customers.Through ITIL Service Design, your organization will be able to design an efficient and cost-effective service.ITIL Service Transition will advise and guide your organization on building and testing the service designs. Another benefit of ITIL to your organization is that it will be equipped to deliver and manage any service.ITIL CSI will furnish your organization with the mechanism for constant service improvement.What is ITIL certification and is it worth to take this?ITIL certification is a modular approach to the ITIL framework. It consists of a series of different qualifications with a focus on different aspect of ITIL best practices. The degree and depth of details vary at the various level of certification. Holding a professional IT Certification in a competitive marketplace is a great advantage over those that are not certified. ITIL is the standard benchmark in IT practices. ITIL Certification convinces a prospective employer that you have an understanding of the ITIL framework, how it fits together and its application in a business environment.ITIL Certification also entails that you have been trained in the five major areas that drive the IT Lifecycle.There are five distinct levels of ITIL Certification - Foundation, Practitioner, Intermediate, Expert, and Master.Levels of ITIL CertificationITIL Foundation CertificationITIL Foundation is the basic in ITIL certifications. It covers the basics of ITIL practice areas. It is the entry level that offers a general awareness, concepts, and terminologies within the ITIL lifecycles. It is designed for those who require a basic understanding of the ITIL framework. Foundation certification will be helpful to those who need an understanding of how to use ITIL to enhance IT Service Management.There are no prerequisites for this level of certification. Anyone who is interested in IT Service Management can apply. However, you will need higher certifications before you can qualify for IT Service Management Positions.Surviving and sustaining in a VUCA (Volatile, Uncertain, Complex and Ambiguous) project environment as a beginner will no longer be challenging if you utilize the maximum benefits from an expert-authored ITIL® Foundation Certification Training Program.ITIL PractitionerThis is the next level in the ITIL Scheme. Newly introduced, the first examination at this level was conducted in 2016. It was developed to provide a step between the foundation and intermediate level of certifications. An ITIL Practitioner will be able to explain how to adopt the ITIL Framework to support the business objective while focusing on organizational change management, communications, measurement, and metrics.This certification can be taken at any level beyond Foundation. This is because the skills covered are not in the existing certifications. ITIL practitioner follows 9 Guiding PrinciplesFocus on valueDesign for ExperienceStart where you areWork holisticallyProgressive iterativelyObserve directlyBe transparentCollaborateKeep it simpleA professional intending to take ITIL Practitioner exam must hold a current ITIL Foundation Certificate. ITIL practitioner is NOT a prerequisite for the ITIL Intermediate Level certification. ITIL Practitioner certification will help you to earn three (3) Credits towards ITIL Expert Certification.The examination consists of 40 multiple choice questions. You are required to pass 28 i.e. score 70%.ITIL Intermediate Level CertificationITIL Intermediate certification is structured as modules and each module focuses on different areas of IT Service Management. You can take as many intermediate qualifications as you need. The modules are either classified as Service Lifecycle or Service CapabilityIn the Service Lifecycle modules we have:Service Strategy,Service Design,Service Transition, Service Operation, Continual Service Improvement.The Service Capability modules consist of:Operational Support and Analysis Planning, Protection, and Optimization Release, Control, and ValidationService Offerings and Agreements ITIL Intermediate certification can be taken by anyone who has passed the ITIL Foundation exam. It is a recommendation that you should have at least 2 years of professional experience working in IT Service Management before attempting the ITIL Intermediate Certification Exam.ITIL Expert CertificationITIL Expert is an advanced certification. It covers the breadth and depth of ITIL processes and practices across-board ITIL professions. ITIL Expert Certification is aimed at IT Service Professionals who are willing to demonstrate holistic ITIL Scheme knowledge. This certification is awarded only to those candidates who have excelled in a range of ITIL certification and possess superior knowledge and skill in ITIL Best Practices. There are key requirements before you can qualify for ITIL Expert Certification:Candidates must hold the ITIL Foundation certificate or a Bridge certification equivalent.You must have earned a minimum total of 17 credits from the Foundation and Intermediate modules.Some credits from earlier qualifications and complementary certifications can also count towards these 17 credits.You must attempt and Pass the Managing Across the Lifecycle (MALC) module with a minimum score of 70% to achieve a total of 22 credits required for the ITIL Expert certificate. ITIL Expert is a prerequisite to the highest level of ITIL Certification - the ITIL Master.ITIL Master Certification ITIL Master is the zenith of ITIL Certifications. It demonstrates the application of ITIL framework and best practices in real-life situations. ITIL Master covers all areas of ITIL Principles from Foundation through Expert Level Certifications.Candidates must explain and justify how they have selected and applied a range of knowledge, principles, and methods from ITIL Management techniques in order to achieve ITIL Master.In addition, an ITIL Master must:Have a current ITIL Expert CertificationPossess five years of ITIL experience in Management or LeadershipSubmit a proposal for service improvementBe successful in an Interview with the ITIL Assessment Panel.In a view of the stringent nature, the cost of ITIL Master certification is approximately $40,000. So, this certification needs seriousness and a high-level of dedication. Why do you need to attend ITIL training to take the exam?ITIL training is not compulsory or required before taking the ITIL Foundation Certification Exam. Candidates can source free materials online such as the TSO Foundation pass guide.Subsequently, ITIL Certification will require mandatory training.Types of TrainingA candidate can take ITIL classroom training for ITIL courses. The training could also be offered in a "virtual classroom". All activities in a virtual classroom will be similar to a live classroom except that training will be done remotely.There are also online training - e-learning, Computer-based training/ self-paced/ distance learning.You should research diligently before deciding which type of training is best for you. All the trainings are accredited against the same standards. In the United Kingdom, delegates lean toward the classroom style of training whereas in the US most of the delegates prefer online training.You can find Accredited Training Organizations (ATO) here.Who should take ITIL Certification?ITIL Certification is suitable for Professionals who desire to bring positive changes to their organization.IT Managers and Directors - A certification in ITIL is a valuable credential for IT Project Managers.IT Service-support Engineers may never become ITIL Masters but a basic knowledge of the ITIL framework can provide support for the ITIL process.Other Professionals who could take the ITIL course and Certification to advance in their professions are:Technical Support Professionals in IT ServicesQuality AnalystsOperations ManagersDatabase AdministratorsBusiness OwnersITIL related jobs and careersThere is more than one way to build a career in IT Industry, this is largely dependent on your experience and expertise. IT is becoming a critical part of most businesses including small and medium-sized businesses (SMBs). Job roles and description varies among employers. Here are some ITIL related jobs and careers.Business Relationship ManagerCyber Resilience ConsultantService Level ManagerIT ArchitectIT Security ArchitectBusiness Continuity ManagerSupplier Relationship ManagerRelease ManagerIT Change ManagerIT Configuration ManagerCyber Resilience ManagerCyber Resilience AuditorService Desk TechnicianService Desk ManagerIT Support TechnicianApplication Support SpecialistHardware Support SpecialistNetwork Support SpecialistSecurity AnalystIncident ManagerIT Operations ManagerIT Project ManagerIT Programme ManagerChief Information OfficerChief Technology OfficerChief Information Security OfficerConclusionThe valuable contributions of ITIL Framework to business growth and IT professionals' career has established ITIL in the zenith of IT Service Management (ITSM). ITIL adoption and implementation by businesses on the rise as well. Thus, ITIL Certification is a valuable skill for any IT professional who wants to remain relevant in the IT Service Delivery and Management. Today is the best day to consider taking an ITIL Certification!
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ITIL Comprehensive Guide

Most enterprises and their service providers find ... Read More

ITIL Pathway For The Best IT Solutions

A service provider should be customer-centric.Why do we have most customers moving from one service provider to another or in-sourcing as the trend is suggesting?  Is this because there is technology disruption happening which is new to even the service providers hence business wants to do it themselves                                                                                                           or  keep moving from one to another service provider                                                                                                            or  Is it that customer is not getting the solution that adds value to his business? Expectations of customers from IT service provider in the last few years have changed and rightly so. In the very beginning, it was all about IT cost benefit which was achieved, the next phase was about process-driven approach which was again achieved (ITIL played a very important role in achieving it). Now the expectation from the customer is about the value IT adds to the business, this is where ITIL should evolve from the way it is taught and used today.  With cloud, automation, AI, Robotics, “as a service approach” being the new buzz word, we need to understand how the process-driven approach evolved to identify and propose solutions that add values to the businesses. ITIL should be taught and used as a process-driven approach to generate IT Solutions which adds value to business.  I would like to take a few processes and lifecycle as examples to illustrate the point mentioned above BRM process: Conventional ITIL would say this process is responsible for managing the customer relations, complaints, satisfaction, requirement etc. Everything to do with customer management. Is this process helping guide the customer business strategy and in turn adding value to business? Was BRM process able to add value to Energy sector during the downturn? Did this process add value during recession to any of its customers? This is where ITIL should revisit the way each of these processes are taught and used in the modern context. Consider, a newly introduced process in ITIL say, Business Relationship Management (BRM) process. The purpose of the process is to maintain relationship between the service provider and the customer for understanding and meeting the business goals. This process is also mandated to do the market analysis and research so as to study changes happening in the customer business and customizes IT solutions which is more proactive than reactive. Service providers should realize that there should be a solution that is affordable during a customer downturn. Now let’s look at the service design lifecycle and the process, Service design lifecycle focuses on selecting the service from the catalogue and designing them to ensure continuity, availability, security, capacity and meets the SLA requirement agreed. Does this design lifecycle really address the challenges that the business could face in future? No not at all. The entire design lifecycle is based on developing IT requirement to meet the business needs. Should we not have a concept of alternative design which could be used by the business during the challenging times?  With more and more focus on cloud processes involved in the design, lifecycle approach has less relevance as people will take service which is designed. The only process of design lifecycle is the SLA which we will still need to agree on. Should we not have SLA which are more aligned with business benefit rather than measuring the IT success? Should we not have SLAs like average cost of tickets, new technology impact on % growth of business or % reduction of security incidents etc? In this section would like to touch upon the transition lifecycle. Does it meet today’s ever-changing need to transition quicker and faster? Do we even need to transition something at all or just have something new and improved? Should we need to have a view on transformation as part of Service transition? It is very important to realize that companies outsource because they need service providers to add value. Transitions should be closely coupled with the domain or the industry and the business process should be the prime focus rather than the IT lifecycle. A financial client and healthcare sector client may not require the same transition approach, it is very important to have a concept of Tailoring and Transforming in the Transition lifecycle to achieve a better result and add value for the business. The above holds good for Service Operation lifecycle. There has to be a process for customizing and transforming operations to ensure value addition is done for the business. There are two concepts that are very important for ITIL to contribute in the area of developing IT Solution. One is lessons learnt and second is governance.   Lack of learning from what has been done in the past and doing it in a better way for different business sectors is causing many service providers lose opportunity to propose a better solution. One company focuses on automation, and everyone does the same. Are we even factually looking at lessons captured during the journey of setting up a service and do we propose better solution next time around, do we pass the benefit of the lesson learnt to the existing client? The answer is no. “#ITIL helps our teams integrate more smoothly [across incident, problem, change], ensures our processes are seamless, and that the communication flow is that much quicker, concise, and efficient” – Stephen Yurack, @Innovapost https://t.co/PQJJE3kpRT #ITSM — AXELOS Best Practice (@AXELOS_GBP) April 19, 2018 Governance is something that has to be covered by ITIL to ensure better results are achieved. The general understanding is management is governance when in reality management and governance should be separated.  All the lifecycle processes should be governed and only then better results can be achieved. Lack of understanding of governance is the major reason for SLA being green and customer unhappy with the way his business is supported by IT. Conducting meetings, reviews and discussing action items is considered governance. Whereas the focus of the governance should be on IT adding value to the business. I have written these thoughts hoping ITIL is taught to meet the changing needs of the business rather than a set of best practices for IT service providers. ITIL should be a pathway for solutions rather than being a process-driven approach to run IT.
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ITIL Pathway For The Best IT Solutions

A service provider should be customer-centric.Why ... Read More

How Can ITIL Training Help You Depict Yourself As A Viable Choice In An Organization?

In this age of specialization, you need to look into the matter of precision and perfection. Whatever you are training, whether if you are a manager or you are an Information Technology expert, the correct procedure of management and understanding the importance of the proper provision is the key to success. From house to the workplace, with productive managing capacity, you will be undoubtedly successful and achieve your goal.In today's world, equipping oneself with correct knowledge and certification is very crucial to achieve a significant career path. The work culture has become an arena of ultimate growth and development of both the employees and the organization as a whole. With constant evolution and innovation, the work environment has seen some significant transition in the method of functioning that was never seen before. An individual who is on the verge of making a successful career must know how to build up a secure network and attend the training for all the newer changes that are occurring with every passing day. Mere acquiring a degree year ago suddenly becomes backdated as there were some more unique innovations in the meantime. He or she must also start analyzing his or her capacity to intake and tap the knowledge to their advantage.The facets of training in ITILITIL implementation can take your organization to the next level of functioning. Whether you are focusing on operational cost reduction or increase in customer satisfaction, ITIL would always seem like a viable option.  The ITIL training is one such training apart from your traditional degree that will help you to know about the management of the Information Technology deployment in the integrated environment. The application of the ITIL was first introduced in an integrated and highly functional environment of the cabinet office of UK government. Nowadays, every organization around the world is implementing the goodness of ITIL in every field to take the foundation and organizational capability to all the next level. You need to learn all about the ITIL from the foundation level. The ITIL Foundation is a framework that will help you to improve the field of quality and innovations with active nurturing of the frame and making the service efficient in all the organization.Taking a particular reason in the practicality of the management that will help you to know implement in the real-time scenario. In the training of the implementation of ITIL, you will learn all about utilizing the available resources that will help you to deploy all the guiding principle that govern the ethics and efficient management of the organization. In the training of ITIL, you will learn all about the maximizing of overall trade and final output of your organization. ITIL learning will help you to become better IT and project manager. Due to its undisputed usage, nowadays, every government and non-government organization are hiring the professionals or training its existing professional for implementing ITIL scenario. Information Technology Infrastructure is that body of knowledge and a set of best practices that can be facilitated for the purpose of best service management. In short, the purpose of ITIL training can be jotted down at the following point:ITIL solves problems with enduring and effective answersIt has the ability to convert creative ideas and concepts into services for a wide range of customersITIL training would ensure that an organization learns from successes and failures so that they can manage new challenges and various types of opportunities.ITIL training also helps an organization to control costs and risks that can otherwise destroy the value created by the service.  Benefits of training in ITILProceeding to the interests in the career that you will get with ITIL, here are top reasons to consider a reliable certification in the field of ITIL:The implementation of the holistic deployment of efficient analyzing and managerial services, ITIL certification in your resume is the direct key to land you a higher paying job compared to the non-ITIL certified. You can land up a position as IT architects or ITIL program managers with a six-figure salary in top-notch MNCs. Watch the following video for ITIL interview questions and answers.ITIL as a course, just like any other course, is divided into five levels, ranging from the Foundation Course to the Master Level course. Every level is focused on honing a unique level of skill and decision-making practices step by step as you advance to the end of the course. Attending each of the class by heart will not only help you to achieve the desired target but also make you understand the skill set that requires best practices in the industrial scenario ensuring your promotion.ITIL will help you to make more confident about the practices and skill sets that are required for the overall growth and development of the company you are working for. Naturally, it will help you to develop your career to next level.Case Study:Have you ever wondered what do Microsoft, Boeing, and IBM have in common? These companies are all global organizations which have a large employee force. Interestingly, despite being global and possessing a huge number of employees, they are still able to deliver great service to their customers. One of the key reasons behind the successful sustenance of these companies for a long period of time lies in their ability to leverage the benefits of the ITIL framework. People who have an ITIL certification are always in high demand because they know how to use the ITIL framework to the advantage of the business you are associated with.For instance, if you are a professional who has gained the ITIL certification, you stand the chance of gaining better skills. An ITIL certification would always help you to stay relevant in the fast-evolving IT world. An ITIL certification would always help you to build a stable IT certification. The detailed knowledge would also help you to acquire reliable resources with the help of which you can maximize the business strategies.Thus, you can now see the reason why ITIL is in demand among all the companies. If you are right now associated with an MNC, then you can go for the ITIL training as soon as possible.
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How Can ITIL Training Help You Depict Yourself As ...

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