Why ITSM?
ITIL can best be utilised, not only for improving the quality of existing IT Service Management practices, but also for aligning them with changing business demands.
It is important to make clear what benefits the business will get from improved IT Service Management processes.
IT Service Management must make a difference to the whole organisation. It must make the business processes more efficient and more effective. How the business sees IT achieving this also needs to be understood, for example, business efficiency, cost reduction in IT Service Delivery, increased customer satisfaction with Service Delivery or more reliable IT Services to support business critical services. In all probability it will be all or most of these things.
As well as considering the current quality of IT services and a possible need to initiate a quality improvement programme, organisations wishing to initiate a Continued Improvement Programme need also to be aware of business and IT market developments and what these mean to their IT organisation. Understanding these general trends in the context of the organisation will help determine how.
ITIL can best be utilised, not only for improving the quality of existing IT Service Management practices, but also for aligning them with changing business demands.