ITIL® has rapidly become the de facto best practice standard in service management and the lens through which the value of services is viewed and measured. While adoption rates vary, there's no doubt that many IT organizations are turning to ITIL in an attempt to improve the quality and cost effectiveness of the services they provide to the business. Even as more organizations embrace ITIL as essential to effectively compete, many stumble in their efforts to change current practice. While expert guidance from the ITIL framework adds significant value, obstacles arise in interpreting and applying ITIL best practices and justifying the significant effort to the business:
- Manual, repetitive procedures and workflows overburden IT resources and block pathways for change.
- Change in one part of the business can bring down a critical service in another, leaving IT and the business in a state of reactive chaos.
- People circumvent processes when they don’t understand their relevance or what is in it for them.
To propel an organization’s journey to world-class Service Management, business and IT must come together, accept and use ITIL processes as the vehicle, and find and follow the optimal path.
ITIL® is a registered trade mark of the Cabinet Office.