IntroductionThe purpose of thisreport is to describe what ITIL is to the reader, what the benefits anddrawbacks of adopting ITIL are, and how the company can apply ITIL to enhancethe level of their IT services currently being offered.
The intended audienceof this report is the writer’s IT manager, and other business managers of thecompany that may be interested in enhancing the IT services. What is ITIL?ITIL is a widelyaccepted approach to IT service management (ITSM), it provides a framework suchthat IT services are aligned to the needs of the business and support its coreprocesses. ITIL is divided into five broad categories: service strategy,service design, service transition, service operation, and continual serviceimprovement.
These five categories are what make up the ITIL service lifecycle(shown visually below).Service strategy providesa strategy for the service lifecycle. It should be in check with the customer’sbusiness objectives, and to manage services. It is useful for ensuring that theservice is fit for purpose and fit for use. These two criteria are what addvalue in the delivery of services to customers. Processes covered includeservice portfolio management, demand management, financial management, andstrategy operations.Service designprovides the design of services and all supporting elements that will beintroduced into the working environment. When designing a service it isimportant to consider four things: people, processes, products, and partners.
Processes covered include service catalog management, service level management,operational level agreements, availability management, capacity management,service continuity management, IT security management, and supplier management.Service transitionprocess is to build and deploy IT services, but at the same time ensuring thatchanges to services and service management processes are taken care of. Designshould already be built, tested, and moved into production at this point.
Managing changes are the concern with this process. Processes include changemanagement, change evaluation, project management, application development,release and deployment management, service validation and testing, serviceasset and configuration management, and knowledge management.Service operationis concerned with delivering services on an ongoing basis, that IT services arebeing delivered both effectively and efficiently. Service operation deals withfulfilling user requests.
It is also concerned with fixing service failures,and performing routine operational tasks. Processes include event management,incident management, request fulfilment, access management, problem management,IT operations control, facilities management, application management, andtechnical management.Continual serviceimprovement is concerned with learning from past successes and failure, byutilizing methods from quality management. The goal is to continually improvethe effectiveness and efficiency of IT processes and services. Processesinclude service review, process evaluation, continual service improvementinitiatives and monitoring of those initiatives. What are the Benefits of Applying ITIL?The main benefit ofapplying ITIL is that it can improve service delivery.
The improvement in servicedelivery is due to optimisations, from simplification and standardisation,which can be seen across the supply chain from adopting ITIL. By adoptingstandards defined by ITIL, service providers can more easily deliver servicesconsistently to the agreed service levels more efficiently and effectively.Another benefit isan improvement in customer satisfaction and relationships.
This is due to thedelivery of more efficient services that meet the customer’s needs. Moreefficient service delivery was listed as a main benefit before, but ITIL alsohelps everyone focus more so on the needs of the customers and user experience.Lastly, adaptingITIL can lead to stronger connection made between IT and the business.
Byadapting ITL, the IT team can become more integrated with other departmentswithin the business. The IT team thus becomes more involved and not seen as anoutsider role. The standardization of IT processes and lifecycles can help thebusiness better predict the cost of service deployments. What are the Drawbacks of Applying ITIL?The main drawbackof applying ITIL is that it does not provide an immediate solution to improvingthe IT servicing issues of the company; ITIL is only a framework that can befollowed. The success a company can have with applying ITIL depends on if thepeople applying it are willing and knowledgeable. Good understanding of ITSM is required for the application of ITIL in the workplace to be effective. Another drawback isthat it could potentially stifle creativity, since ITIL lays down a frameworkfor doing business processes there is little room to innovate. Companies mightget themselves locked in the direction of the ITIL model, so this can restrictcreativity.
Lastly it could introduce some additional work to the company,diverting attention from actual objectives. Implementing ITIL to achievecertification can become a job on its own, so some resources that could havebeen used to actually improve services and reliability are lost.