Please forget all the protests. Lay down the defensive accusations of “too much bureaucracy” and “it doesn’t work here”. IT Service Management and ITIL are more relevant than ever to today’s IT. Here’s five quick reasons why:
- IT is all about services. ITIL clarified this over 20 years ago while most of us were lost in the technological components. The only, real value from IT is our ability to string together IT assets in a harmonious mix that actually works. This is what we call an IT service.
- The lifecycle of IT services is key to ensure ongoing, structurally sound IT. From strategy to delivery, we must establish a well-functioning organization, building independent functionality while understanding interdependency. ITIL’s service lifecycle gives us a framework for just that. And in turn, works in a complementary manner with other frameworks such as Agile, DevOps and Lean IT.
- Understanding and supporting the break-fix of IT remains (unfortunately) one of our critical areas of IT work. While not tolerating the breaks, we do need to deliver efficient and effective Incident, Problem and Change Management. Many misunderstandings remain here – ITIL can help.
- Clarifying our IT-offering is vital. How is our customer to understand what we do if we cannot present it in a clear and credible fashion? ITIL helps clarify this with its emphasis on Portfolio and Catalog management. Get your offering in order.
- ITIL is foremost and finally all about value to customers. As IT providers, we MUST be able to relate our decisions and deliveries to this. What I first perceived as sales propaganda and management speak, I now understand as core. It seems simple, but we should work with it every day in IT in order to become world class.
The core ITIL library (Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement) consists of 5 books, almost 2000 pages and 26 processes. It has also been the source of much debate, many unnecessary process diagrams, and thousands of headaches. And while the former can and should be improved, the latter is to be expected with large-scale knowledge frameworks.
IT is mission critical, and in today’s buzz about digitalization, even more a source for business efficiency and transformation. It is in many ways simple but not easy, and our job is to learn more and constantly improve. As with many other frameworks and sources of knowledge, it provides opportunity. With ITIL’s help, learn more and find its relevance in your business.
ITIL® is a registered trade mark of AXELOS Limited. All rights reserved.