In a conversation last week, a senior leader made the comment that “ITIL is just common sense”. The comment was initially a red flag that he clearly wasn’t impressed with the framework. To him, ITIL represented what the organization should be doing anyway.
He was right. The ITIL framework was developed by researching numerous companies to ascertain best practices relating to information technology. I’ve certainly never seen an organization that doesn’t use some form of an ITIL process. The question is how mature and effective is the process? Also, the ITIL processes are interdependent. What processes exist today and where are the gaps?
We talked further and he wasn’t downplaying the importance of a concentrated focus on implementing ITIL processes. He was merely saying that he didn’t understand why there would ever be a question about the value of undertaking this type of initiative. He was completely on board with the idea.
Implementing ITIL processes provides value by:
· aligning IT services with the needs of the business
· increasing efficiency and effectiveness
· promoting proactive action resulting in reduced firefighting
· improving both customer and employee satisfaction
· allowing for optimization of the IT budget
When you look at the potential results, implementing the ITIL framework and processes is “common sense” but it does require some focused effort to implement and mature processes in order to recognize the value of the framework.
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