In this blog, I will be reviewing Information Technology Infrastructure Library or more commonly referred to as ITIL. The readers will learn about actual ITIL implementation in the IT world.
ITIL consists of a series of lifecycles such as:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
People get confused easily between ITIL and project management. ITIL is not project management, however, it offers a comprehensive framework that can assist every IT enterprise in accomplishing their goals for IT governance and IT management. ITIL implementation methodology being used in an IT enterprise is much more diverse than what is talked about in the ITIL books. The most probable question that comes to mind is why is and how it is it different? Let me explain:
Flexibility in implementation: ITIL delivers the ITSM (IT Service Management) best practices, however the size of an organization (small/mid/large) delineates the opportunity for ITIL implementation. ITIL process implementation is very flexible in a way where a single person could own the multiple roles. For example a Problem Manager could play a role of a CSI (Continual Service Improvement Manager).
1) There are 26 processes defined under ITIL 2011. As per my experience, ITIL offers the best practices which could get implemented in the finest possible manner if supported well by the top management.
2) Identification of opportunity: An emerging or mature organization wouldn’t be allowed to implement best practices without identifying the strategic, operational and tactical prerequisites around the processes. Each department would favor their peculiar methods for managing and delivering day to day operations, however with ITIL alignment to one’s methodology it substantiates an opportunity for new service improvement.
3) Trigger to change: In this every changing world of technological advancement, ITIL evolved out of business necessity in order to embrace a more qualitative processes. It is a proven fact that real-world experience aids in driving the change in ITIL best practices, particularly when recognized by the ITIL governing body. For illustration, if we look at the ITIL versions v2 and v3, business need identification offered an opportunity to implement a separate process of business relationship management itself in ITIL lifecycle under “Service Strategy”. In short, real world challenges lead to implementing best practices.
Image Source: http://www.itservicemanagement-itil.com/it-service-management-cat/itil-v3-life-cycle/itil-v3-service-life-cycle/
4) Alignment of ITIL across organization: ITIL is not limited to IT world, it has been extensively spread out in other industries such as manufacturing, hospitality and many more throughout the world. When using ITIL, the vision and strategy of a business needs to be well-defined. What we often see is that a CEO of any organization typically holds overall accountability for outlining the vision and strategic change in the enterprise. In turn, best practices are demarcated as per the ITSM standards that supports in transforming the outlined strategic vision into concrete execution. Implementation of the ITIL processes to deliver the services helps in gauging the effectiveness of the well-defined goals and the vision of the organization.
5) ITIL implementation in Test Environment Managed Services (TEMS): TEMS is a newly introduced concept for end to end testing. This is where an infrastructure test environment is setup in such a way that various phases of testing can be executed in those environments. TEMS supports in controlling the volume of defect-supported incidents and shares more quality work post implementation of basic ITIL processes (Incident, Problem, and Change). Prior to implementations of ITIL processes, there was a challenge of up keeping valuable knowledge that could have been lost if not properly documented. However, the benefit of implementing of TEMS along with ITIL helps in owning the test environment configuration and its availability. This is one of the concept that I learned in last two years which was not previously in existence or mentioned anywhere in ITIL books.
An organization cannot be ITIL certified, however individuals can be. Certified ITIL professionals help to improve service management standards contributing to better budget and project management and few overruns, higher efficiencies and better results for the bottom line. ITIL minimizes these issues by providing best practices documentation as well as implementation theory through the ITIL publication suite-which is accessible to all. ITIL delivers best practices to design, develop, deliver and manage new or improved services. It is difficult to implement all processes in one go, however the best usage of ITIL practices can help any organization to measure their performance pace and foresee challenges.
Many organizations are applying the ITIL framework in order to serve their customers better in a smooth and a steady way which requires support from a team instead of an individual. At TriCore, we just initiated with the effectiveness report over our already implemented ITIL processes to measure and identify an opportunity to serve our customer as Best-In-Class. We prepare monthly and quarterly effectiveness reports that helped us to focus on the key performance indicators and critical success factors of any of ITIL processes.
In my next blog, I will focus on ITIL Problem Management which is one of the processes in ITIL.
For further queries, thoughts and comments, please write to me at ppanchal@Tricoresolutions.com
About TriCore Solutions
TriCore Solutions, the application management experts, provides a full suite of scalable and reliable managed, cloud, infrastructure hosting, and consulting services to enterprise organizations. The company delivers its services and the TriCore Trusted Promise to more than 250 companies worldwide to reduce costs, raise service levels, improve customer experience, increase business agility, and accelerate innovation, unlocking the business value from their IT investments. TriCore Solutions is headquartered in Boston, MA, with offices in India and throughout North America.