An organizations biggest strength is their human resource- their capabilities, processes and technologies. These are the assets that help deliver organization goals and objectives. It is therefore critical to develop these virtues to create a strategic advantage and serve business goals. ITIL- Information Technology Infrastructure Library is a tool to enable these processes. It is an approach which incorporates IT Service Management as a continual improvement process to develop business growth.
Along with technology management and process management in the IT sector, ITIL drives focus on the business services which support organizational goals.
The Framework of ITIL:
The IITL practices assist an organization processes from inception to its product delivery and customer service. The framework can be explained as below:
Service Strategy: Customer service being the base of a productive business model, ITIL focuses on the directions to improve IT services over time.
Service Design: To evolve from just technology to appropriately designed strategies after understanding customer needs.
Service Transition: focusing to build a smooth and validated process enabling the efficient process of product delivery.
Service Operations: Supervising the daily activities and performance review to understand and the work the gaps within IT management.
Continual Service Improvement: Identifying the ways and means to keep the best practices ongoing and standardize the process thereby inducing higher probability of excellence.
ITIL and its Organizational Benefits
Professional service Delivery- ITIL helps looking at service delivery through a serious approach rather than just a mere routine step after the technical processes.
Customer Satisfaction- Focusing on customer service of a continual nature, it reflects on the company’s marketability. This results in greater and improved Return on Investment on IT.
It’s about the Money!- By implementation of ITIL, IT Departments have a better visibility of costs and assets which further help in utilization of resources better and reduction of hidden costs which otherwise reflect as higher cost to Ownership.
Apart from these direct effects to the organization; there are various indirect positive implications of ITIL. It facilitates reduced cost of training since employees are certified with ITIL. Improved morale of the staff along with retention of the professionals is seen to be higher among organizations adopting the ITIL practices. Increased productivity along with greater competence levels are also observed as the benefits witnessed with ITIL Certifications.
Tip: Being a globally accepted approach companies like Microsoft, Visa, Procter & Gamble, Disney, Honda. Sony etc. have been practicing this approach and have found them beneficial in meeting their respective organization’s objectives.
Benefits of ITIL to Individuals:
Who is doing ITIL?
Well, depending on your experience in the field there are different levels of ITIL that can benefit you most precisely being designed for which stage of your career you find yourself in.
With its business purview ITIL helps an individual understand the bigger picture of an IT functioning. Therefore it would cater best to mid level to top management of the organizational chart. This is mainly suggested because the line members are still getting grasp of their technological roles and services, which makes mid management the perfect fit to read into business understanding after spending enough time understanding the core functioning. Although those keen on learning even from the junior level can clearly benefit from the program increasing their exposure and encouraging their involvement from an early stage itself.
Also job trends are in favor of those with ITIL certifications as companies are recognizing the benefits and ITIL professional brings into the functioning of an organization.
With Foundation, Intermediate, Expert and Master- there are different levels of ITIL Certification where you can expect to learn the framework in the degree of details as desired and crafted, by your own career path.
Explore the guidelines of ITIL and understand the scope to incorporate the same within your personal and organizations’ functioning to enable better service and thereby boost growth.
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