ITIL, do I really need you?
Updated: Nov 18, 2018
Why do I want you? And what expectations can we have?
To guarantee IT services provided have the highest quality
To guarantee the strategy
So that we "architecture" and design the perfect services
To ensure that a new service or a service change does not harm what already exists
In order to support and operate the service with the highest quality (quality of operation, customer satisfaction, improvement of profitability, resolution of difficulties, etc.)
To guarantee that all this is constantly improved
But for this to happen, a change of habits and mentalities is needed.
Cultural change is needed. Leaders need to believe.
ITIL is a way of being, a philosophy, a proposal of good practices written in five volumes Service Strategy
Service Operation and
Success in implementing ITIL best practices involves understanding and assimilating the concepts and themes described in each volume that correspond to each of the phases of a service.
Implementing good practices is a structural change that results in a change of habits and cultures.
For a successful implementation it is necessary to believe and overcome resistance to change, it is necessary to focus on People, Processes and Technologies.
Characteristics of each of the phases described in the 5 volumes that compose the ITIL:
Service Strategy: phase where the needs are identified and framed in the strategy. Questions such as "do we use our own resources or outsourcing?", "Is it a new service or a change?", "Will it be added to the offer or does it already exist?", etc, etc.
Service Design: It is in this phase that the service is characterized, its components are identified, the support model is specified, the requirements are specified and the satisfaction criteria is defined.
Service Transition: the implementation of the service with the least possible impact, [in a new service or the change of an existing service,] and the goal is to perform the needed implementations without any impact to the business and according to what it was designed.
Service Operation: the use or operation of the service, the service life or activity of a service.
Service Improvement: Can we be more effective and efficient? If so, then we need to plan, implement, check, and watch for new improvements.
In the end, what is the expected benefit?
Better positioning and quality of IT services. Excellence in service delivery is what most motivates the implementation of good practices.
And how can I implement it?
Step by step:
Assess the current situation, typically through a maturity assessment.
GAP analysis and definition or decision of "where to go or what level of maturity to achieve"
Detailed planning of "how do I get there and what is the next step I want to achieve"
Implementation and analysis of results achieved. Basically the comparison between "what I hope to achieve and what I have achieved"
Have I achieved what I wanted? Shall we advance to the next step?
The answer leads us to begin the cycle again.