ITIL is owned by the Office of Government Commerce (OGC) and is a copyright and trademark protected. IT Service Management Forum (itSMF) is a leading, independent, not for profit organization owned and run by it's members throughout the world - to promote and exploit the benfits of ITIL.
Often times, when people first read one of the core ITIL V3 books, you hear some common themes: "ITIL is only common sense and," yeah, we do have here - so what? "
Well guess what?
ITIL V3 is common sense - but unfortunately it is rarely found in Service Organizations.
At the heart of ITIL V3 is a core set of five books first published in 2007, namely: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. Each book describes the process, procedures, roles, metrics and more that all organizations can review, customize and configure to their own satisfaction.
Please Note: ITIL V3 author has no 'magic wand' so that the full text is meant to be a good starting point for you and your organization. All the best practices provided should be considered in light of your organization's strategic goals and then Carefully adapted for integration into your working practices.
ITIL V3 has evolved over 20 years of ITIL, Process Service and expert writers. This is the core of ITIL - it's a best practice starting point - to consider, re-worked and carefully implemented into an organization that is suitable for business needs.
verbatum No, to-the letter - of-the-book, will eventually force the implementation of more than 10% effective for any organization. Every place is different. Every business is different. Every customer is different.
During the last decade, thousands of IT Service professionals have been providing feedback and helping to enhance the core OGC ITIL texts - so you can be sure that THE # 1 place to start when implementing strategic IT Service Management.
rapidly in recent years, worldwide standards for IT Service Management ISO / IEC 20000 has been 'tracked' through the International Standards Committee to permit Service Provider to obtain certification in the standard. In fact, although not mandated, many key aspects of ISO20000 ITIL need to be implemented, namely the ITIL V2 IT Service Support Service Delivery and IT processes. Note: ISO20000 does NOT specify that ITIL is a prerequisite for certification - but a place to start would be logical to adopt best practices.
A few home truths about ITIL - having observed its implementation in various disguises to many clients over the last 10 years: -
* ITIL requires investment in time, effort and energy of the people - because there are large costs
* ITIL requires a capable and experienced people - people who ITIL foundation and ITIL managers certificate
* ITIL requires the transformation program to own and guide the efforts of smaller, but still important project.
* ITIL requires active, senior buy-in. No-buy in - no ITIL. There are loud.
* ITIL and therefore requires to be understood at senior levels and therefore the ROI in ITIL must be deliberately planned and realized
* ITIL is the 'transformation' of change - so that means people change roles; people have new ways to work and communicate, the organization began to hardwire the customer voice into the heart of IT / Technology
Some further considerations: -
* It's hard to do; people play politics with their kingdom; people protect their functional silo; people resist change
* It takes time, to plan, to design, build, to test, for 'DO'
Essentially you have to change aircraft engines while 'that' plane was still in flight - meaning - YOU have to change the way providing technology services - without affecting the quality and availability of services.
ITIL is all about service. No Tools. Not Technology. No Proc. In my opinion, they are only important component of what the end goal is.
[Incidentally - there is NO such thing as an ITIL compliant tool. ITIL is a set of best practice - not''which can meet the standards for. Always the wrong tool vendors say they are 'appropriate'. Gartner agrees with me on this.]
ITIL makes you think deeply about who did what, when, how, by what means, how well they did, they could do better, how customers perceive us ... This is a constant which raised some questions EVERY DAY when you apply and run the ITIL-based organizations.
This is a question for the IT Service Success RIGHT!
Benefits of ITIL are many - but here are some frequently reported: -
* ITIL break down functional silo's, gets people and information flow, to get people talking, all for the benefit of the Customer (service recipient)
* ITIL helped reorganize the IT / Technology for Customer focused. Roles, responsibilities, information gathering and reporting requirements of all to encourage meaningful information and timely to the right Customer interfaces
* ITIL makes people think from the perspective of the Service; no technology silo perspective.
* ITIL reduces costs and helps with automation to reduce costs. ITIL also lets you do more with less from time to time - to avoid the increase in staff costs in the future.
* ITIL can be applied in the 'groups' best practices to achieve swift victory''organization
* ITIL should be fun. A way to do things around here with people fully involved and included in key decisions.
The core of all this ...
Is IT Service Analyst.Manager sitting in their seats, doing the right thing at the right time, with the lowest possible cost, high-quality manner - to play their role in providing services that customers pay for - continued to do it the first time - and improve things where possible?
Is ITIL a kind of 'holy grail'?
Does ITIL have been achieved?
Of course! In a lot of different companies around the world. ITIL has been around for many years.