You've undoubtedly heard horror stories about IT Infrastructure Library framework adoptions gone haywire, or ITIL experts enmeshed in ITIL meetings and process training that seem to go on forever. While the ITIL framework has gained popularity by addressing management needs, for some CIOs, the ITIL model remains an overwhelming challenge. It's hard to deny the benefits, but implementation is another story. How can this framework be beneficial and livable on a daily basis? How can the expense be justified?
This briefing will walk you through an ITIL implementation, as well as how to make ITIL feasible on a day-to-day basis. We'll also show you how to use ITIL theories and ideas to meet business goals and detail the cost-saving benefits of adopting an ITIL model. The biggest takeaway is that whether you go for a full-blown ITIL framework or adopt an ITIL-light approach to IT, you shouldn't shy away from an ITIL model. On the contrary, after reading the advice of ITIL experts and learning how simple changes can lead to huge rewards, you may not want to stop implementing ITIL techniques through many areas inside your organization.
This guide is part of SearchCIO-Midmarket.com’s Midmarket CIO Briefings series, which is designed to give IT leaders strategic management and decision-making advice on timely topics.
Table of contents:
Monetary benefits of ITIL adoption
Some hesitation to adopt an ITIL model comes from the lack of psychological readiness within an organization -- but that’s just the tip of the iceberg. The difficult economy makes it hard to justify the expense of an ITIL implementation, to yourself and to the powers that be.
Through careful ITIL practices, you can actually find "free" money. For instance, do you have vendor services that might not be up to capacity? Or network links that are under- or overspecified? By pinpointing those loss points, you will contribute directly to the bottom line. Expert Jonathan Hassell details ways that adopting an ITIL framework will help businesses, either by actual returns on contract service-level agreements, or by simply redistributing hardware.
Learn more in "How adopting an ITIL framework can lead to cost savings for business."
Using an ITIL model to meet business goals
With reduced headcount and increased responsibilities, IT departments have an overwhelming agenda of projects and often find it difficult to achieve everything. This can lead to poor business practices -- dealing with the “latest crisis” rather than putting institutional needs first, taking on projects that don’t make sense or have a clear ROI, and allowing for many opportunities for error. Basically, it's a CIO's weekly headache.
CIO Scott Lowe faced such problems, until he decided to make a change in the way he approached IT. He focused on business value by using ITIL-like techniques without diving completely into an ITIL framework. For instance, his team would work on a project for weeks, only to learn that the goal was saving another team a few minutes per month. Now, his team won’t accept a project request without a clear ROI. Lowe details his numerous ITIL-like changes, and shares how his IT staff members are now reaping the benefits of the ITIL model.
Learn more in "Benefit from an ITIL model without going all the way."
ITIL terms for CIOs
ITIL implementation without a headache
While CIOs have succeeded in improving IT and service quality using ITIL principles, the ITIL framework assimilation is still new. Implementing the framework can be a daily challenge, but ITIL can become less of a struggle by looking at the big picture rather than the details.
ITIL expert Marie-Andree Furlong will teach you how to use ITIL to address specific needs as opposed to integrating it into the entire company. By doing so, you can avoid being overwhelmed and still reap big rewards. She also advises running informal ITIL workshops within your company to overturn the ITIL stereotypes and show how ITIL can personally help each team member in day-to-day operations. A successful ITIL strategy requires that everyone in the department is on board with ITIL through participation and training.
Learn more in "ITIL implementation for the rest of us: Using ITIL best practices."
Test your ITSM and ITIL knowledge
An IT Service Management implementation isn't always a top priority for CIOs on a tight budget -- but why? Test your knowledge and learn ITIL and ITSM facts with our quiz.