How ITIL Helps Drive IT Process Improvement

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In a previous post, we discussed how organizations are using IT Service Management (ITSM) to improve processes and better coordinate the delivery of IT resources across the organization. The IT Infrastructure Library (ITIL) framework is commonly used as the basis for ITSM. ITIL is designed to help businesses improve performance and reduce overhead through the use of standards for managing complex computing environments.

Originally developed as a set of requirements for suppliers of IT services to the British government, ITIL best practices are derived from more than 20 years of work by IT professionals around the world. It is based on the premise that organizations of all sizes and types have similar IT requirements. However, ITIL focuses on the needs of the consumer of IT and the effective delivery of IT services rather than the requirements of hardware and software.

The ITIL framework is outlined in a set of publications produced by AXELOS, a joint venture between the U.K. Cabinet Office and business process outsourcing company Capita Plc. It has evolved over the years as technology has become more entrenched in business processes.

Evolving Framework

Version 2, released in 2000/2001, primarily consolidated the existing guidance. It is still technically valid but has become less relevant to modern IT environments. Version 3, which was published in 2007 and updated in 2011, frames activity under the umbrellas of service strategy, design, operation, transition support and operation. It also provides methods for continual service improvement.

Version 4 was first published in February 2019. While version 3 centered on the IT lifecycle, version 4 focuses on “value co-creation” across the organization. Value is no longer something that IT creates for consumers of technology services. IT works with consumers to understand what constitutes value and to facilitate the outcomes the consumer wants to achieve.

By defining IT value as a level of alignment between the services delivered and the needs of the business, ITIL serves as a common point of engagement for IT and other business units. This helps to improve service quality, cut down time-to-market, reduce risk and increase customer satisfaction.

Managed Services Based on ITIL

Information increasingly has become the most important strategic resource that any organization has to manage, and the quality of IT systems and services is crucial to the collection, analysis, production and distribution of information. By focusing on the development of a process-driven IT department using ITIL guidelines, organizations can improve efficiency, cut costs and realize the true business value of IT.

ITIL doesn’t recommend specific vendor hardware or software — it gives IT managers guidelines on how to implement repeatable processes to eliminate the human error associated with solving IT problems on the fly. That’s why Technologent’s managed services offerings utilize the ITIL framework. We not only help relieve operational bottlenecks but deliver consistent, high-quality outcomes that deliver bottom-line value.

In designing a managed services solution, we work with you closely to understand your pain points and close any gaps in resources or skill sets. Our experts can also help you incorporate ITIL and ITSM principles into your IT operations. Let us show you how ITIL-based managed services can help drive IT process improvement.

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