ITIL Processes

My IT organization is thinking of adopting ITIL processes – What do I get?

Adopting ITIL processes can provide:

Greater productivity and best use of skills and experience. Increased customer satisfaction with IT services which meet their needs. Reduced risk of not being able to meet the business requirements for IT services. Reduced costs in developing procedures and practices within an organisation. Better communication and information flows between IT staff and customers. Assurances to the IT Director that staff are provided with appropriate standards and guidance. Quality approach to IT service provision.

I am the Customer of an IT organization which is thinking of adopting ITIL processes – What do I get?

The benefits to the customer of the IT services:

Reassurance that IT services are provided in accordance with documented procedures (clear audit trail). Ability to rely upon IT services, enabling the customer to meet business objectives. Provision of clearly defined contact points within IT services for enquiries or discussions about changing requirements. Knowledge that detailed information is produced to justify charges for IT services and to provide feedback from monitoring of service level agreements.

ITIL Processes inter-relationship

The processes are inter-related, requiring information flow between them. Organisations are most likely to gain real benefit in the longer term from implementing all of the processes rather than some discrete ones.

Without full implementation some important activities and information will be missing.

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