ITIL – That’s for large corporate businesses….. Or is it ?

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You be wrong in thinking that things like ITIL Service Delivery frameworks. The cost to implement an ITIL approached is not something that should cost thousands. As its a framework you can take the details of the process at a  high level. Small and midsized businesses experience business issues and challenges that are inherently different from those of larger enterprises. They generally have smaller workforces, lower budgets, and less complex IT environments than enterprise organizations. And yet, small and midsized businesses must meet the same types of demands as enterprise organizations, and optimize service levels to support business objectives, control costs, and align IT with what matters to the business. Small and midsized businesses can achieve these goals by delivering service management based on the industry’s guiding principles — the IT Infrastructure Library (ITIL®).

“ITIL is of benefit and is applicable to all IT organizations, irrespective of size.”


ITIL Defined

So what exactly is ITIL? ITIL is a framework, a set of best practice guidelines to align people, processes, and technology to improve service management efficiency. It is not
a doctrine or a rigid standard, as it can sometimes be portrayed. Although ITIL provides guidance on a common set of best practices, each implementation of ITIL is different and can change based on the needs of the organization. The flexibility of the ITIL framework is one of the key factors driving the growing success of ITIL. ITIL should be implemented as part of a flexible business methodology that wraps around your business process, yet at the same time, enhances your service management process and effectiveness.It provides a process-driven approach, with the main goals of helping a business reduce overall management and support costs, and improving business models to enable a higher quality IT service. Implementing ITIL can be a complex, time-consuming process, and small and midsized businesses, in particular, should set realistic goals and not try to accomplish everything at once. This allows companies to maintain a flexible approach that can easily be adapted as the business changes. Finding an adaptable service management product also plays an important role in deploying ITIL as a flexible standard, while at the same time helping an IT organization to align its people, processes, and technology for the betterment of the bbusiness. There is a growing interest in ITIL and what it can bring to the business. Whereas approximately one in ten companies looking for a service desk application five years ago was interested in ITIL, the figure is nearer to eight in ten today.
ITIL encompasses two vital areas of service management: service support and service delivery. It is comprised of ten processes and one function — the service desk itself. When we say service desk we don’t ant to scare you its just a function, the service desk in a small business could be just 1 or 2 people. The implementation of a fully ITIL-based approach to service management requires a significant amount of business process analysis, both in terms of pre-ITIL methodologies and post-ITIL desired best practices so its not worth aspiring to this. Even some of the largest organizations get concerned that this process requires a significant time and resource investment. Resources within small and midsized businesses are often more fully utilized than those within larger organizations, and so they will need to take advantage of ITIL to help improve productivity. For example, in SME, the job of a help desk manager and change manager can often be held by just one person. In larger organizations, these individual’s responsibilities are generally full-time positions held by different individuals. Typically, less time and resources are available within small and midsized companies to analyze business processes and implement service improvements.Therefore, it is even more vital for small and midsized businesses to focus their ITIL implementation on the areas that can create the most business benefits. The improvements that an organization can make in the areas of
incident, problem, change, and configuration management are the biggest improvements; these are the areas where the gap between current practice and best practice is typically largest.

The Importance of Change

Often, the ITIL module that offers the greatest cost reductions and service improvements is related to change management. IT-related changes can have the most negative effect on the business, particularly if you don’t have the right processes and if you are not following ITIL. Its a simple fact that we get stuck in our ways and dont want to do something a different way. You should never believe is a simple change in the IT infrastructure, the implications can be extensive. Planning,process management, and having the right information on hand are critical to managing IT changes. Accede IT advises that small and midsized organizations adopt ITIL-based service improvements in change management as soon as is practical in their ITIL deployment.
The implication here is obvious — failure to implement procedures to manage IT change within your organization will cost your organization significantly. With the ever-increasing diversity of technology and applications today, IT managers simply cannot afford not to implement processes to manage change. They must align their IT sources alongside the objectives of the business, not just the IT department. This is key, along with having technology in the form of a service desk tool to support this.

1. IT Service Management, Version 2, itSMF, March 2001
2. 2004 Help Desk Institute Practices Survey
3. Trends 2005: IT Service Desk, John Ragsdale,
Forrester Research, November 2004



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