Managing your IT Services with ITIL

Posted 7 March 2017 12:00 AM by Emma Stern, Head of Managed Services @ ClearPeople

IT Services that you provide to your wider business can be a tricky thing to design, implement and execute. The fast moving and critical nature of businesses IT services are an intimidating responsibility for those who are charged with managing them. This month I’m going to give you a ‘starter for 10’ on the wonderful world of ITIL, and why ClearPeople would evangelise you into its light.

What Is ITIL?

Information Technology Infrastructure Library (ITIL) is a set of best practices concerned with developing and executing IT Service Management in an intuitive and functional way. For instance, ITIL mainly describes processes, procedures, tasks and checklists aimed at achieving a certain level of competency and value, while at the same time aligning to the organisations strategic goals. With this framework to aid you, risk and failure is severely mitigated, ensuring your IT services are delivered in a timely and cost effective way.

ITIL 2007 has five volumes, published in May 2007, and updated in July 2011 as ITIL 2011 for consistency:
  1. ITIL Service Strategy 
  2. ITIL Service Design 
  3. ITIL Service Transition 
  4. ITIL Service Operation 
  5. ITIL Continual Service Improvement 

Why do I need ITIL over any other method of Service Management?

While there may exist multiple paths to successful IT service management, here are the main reasons why ITIL should be the foremost IT service management standard in your organisation;

  • Agnostic Structure
    • Applicable to any IT organisation/department 
    • Not dependent or reliant on any technology/software to implement 
    • Not tied to any commercial/proprietary owner 
  • Tried and Tested 
    • ITIL has been around for a while and proven itself to be an adaptable, viable and competent set of practices across many different industry verticals 
    • It is relevant to both the private and public sector as well as a variety of different sized organisations 
    • It is not an all-or-not methodology and can be implemented in bite-sized chunks 
  • Thought Leadership 
    • Due to its continued popularity amongst IT Service personnel, ITIL is continually built upon with the experiences of many practitioners and IT service providers the world over. 

Why do ClearPeople work to ITIL Standards?

In future blogs, I’ll talk about the different sections of ITIL but to start with, I’m going to focus on what ITIL standards mean to us and why we base our internal and external services on them. ClearPeople are proud to work within ITIL standards, and as a result have qualified ITIL team members that have implemented these policies within our Managed Services team.

ITIL is service driven and puts the customer first, it allows us to be proactive more often than reactive and aims to increase customer satisfaction by doing so. The services are efficient, controlled and measured.

ITIL describes processes, procedures, tasks and checklists which aside from all else, ensure you maintain a minimum level of competency. 

  • Set client expectations for when they will receive updates etc. 
  • Ensures the team understand what is expected of them, especially via clearer communication lines 
  • Ensures the correct information is collected to aid troubleshooting and allow useful reporting and continuous improvement 
  • Ensures the service offered meets clients needs 
  • Ensures the transition from project to BAU operations is seamless 
  • Ensures simple, repeatable tasks are efficient, increasing productivity and reducing costs 
  • Incident Management works to restore service as soon as possible 
  • Change Management minimises downtime 
  • Problem Management identifies recurring issues and works to understand the root cause to resolve or reduce occurrences 

ITIL isn’t an all or nothing solution, you can implement as many or as few of the processes as are relevant to you in whatever timescale you like. There is no rule that you have to implement everything. Think back to last time a major failure in your IT systems caused a headache for your ITservice management team, it is most likely that if only a few ITIL techniques and best practices had been in place, things would have gone a lot more smoothly. 

My list above isn’t exhaustive and whilst not every item on this list will apply to your organisation, there could be a hundred other reasons not listed here that do apply to you. 

This isn’t the last you’ll hear of ITIL from us, but if you’re thinking about implementing ITIL or more structure to the IT services in your organisation, get in touch!

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