CIOs seeking to maintain control over their IT service processes and catalogs can sleep more soundly knowing they have an IT service management framework and ITIL strategy in place. IT service management (ITSM) and the IT Infrastructure Library (ITIL) put the reins in the hands of CIOs, resulting in smoother daily operations, minimized costs and alleviated IT delivery snags.
In this Midmarket CIO briefing, learn about the benefits of an IT service management framework and ITIL approach, and find out how they can be leveraged as part of bring your own device (BYOD) policies. We also ponder: Are IT service catalogs the best route for your IT shop? In the end, we think that with the right tools, an IT service management framework will have your IT team running more efficiently.
This guide to the IT service management framework and ITIL strategy 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 important issues.
Table of contents:
IT service catalogs may do unjust service to IT
The biggest problem with IT service catalogs, ironically, is that they're very effective at empowering the IT department to provide excellent service to the organization. Believe it or not -- and this might sound blasphemous -- this well-intentioned concept is one of the biggest contributors to IT failure. In fact, when it comes to IT service catalog best practices, the best strategy might be simply not to have one.
How can that be? Well, if you position IT as a service provider, that's exactly how the rest of the organization will treat you. Furthermore, the better you execute on your service model, the more damage you will do to the image you should be striving for: partnership with other areas of the business.
Read the full tip from IT consultant John Weathington for advice on IT service catalog best practices.
Change management essential to IT service management framework
Watch these videos to learn how change management and ITIL contribute to a strong IT service management program.
BYOD and ITIL come together despite differences
Mobile devices that function as mini-computers are changing how employees work and how IT supports them. The trend to bring your own device to work -- or BYOD -- adds complexity to IT's already complicated job of mobile device management. Some question whether standard frameworks for delivering IT services apply to BYOD. Sharon Taylor, chief architect for the IT Infrastructure Library and president of Aspect Group Inc., an IT Service Management (ITSM) consulting and training company in Ottawa, assures us that ITIL is there to help, not hurt, BYOD programs.
Read the full news story for more information on BYOD and ITIL differences.
IT service catalogs and the IT infrastructure library: A glossary guide
Familiarize yourself with these notable terms related to IT service management frameworks and the IT infrastructure library.
Cut costs by adopting an ITIL framework for your IT organization
Most CIOs agree that, in an ideal world, adopting an ITIL framework is a good thing. But getting an organization in the frame of mind -- both psychologically and monetarily -- to fully adopt an ITIL framework and rework policies and procedures can be a tough sell to upper management. In tight times, justifying the expense of ITIL adoption can be an uphill battle. How does a CIO extract some cost savings for the business from its ITIL framework?
The ITIL framework is simply a recipe that cooks up some tasty cost savings for the business that will satisfy that hungry bottom line. Here's just a sample of the cash benefits you can look forward to by facilitating an ITIL framework," said IT expert Jonathan Hassell.
Read our full tip from IT expert Jonathan Hassell on cost cutting with an ITIL framework.
ITIL and IT service management best practices: Are you up to the task?
The IT Infrastructure Library (ITIL) has gone through many iterations over the years, and IT service management best strategies have grown and evolved in tandem. Add to this the growing need to manage mobile devices, Software as a Service applications and other operations that traditionally fall under the purview of the CIO, and it's hard to argue that staying up to date on IT service management best practices is one of the most important aspects of an IT leader's job.