Why organizations are implementing ITIL?

Why organizations are implementing ITIL?

By: Jose Manuel Flores,

CEO of Pink Elephant Mexico

IT Service Model

Recent research and case studies on IT process improvement, clearly show that organizations using ITIL consistently, achieve between 20 and 40 percent reduction in the effort to carry out their daily operations.



Many organizations have made a profit by having a strategic approach to IT Service Management which is reflected in the quality, accuracy and efficiency of customer service.



The main benefits that ITIL provides organizations are:



Having an IT Governance Model

Increasingly, managers of organizations are requiring CIOs to have an IT governance model in order to get information through controls and structures to ensure that the IT area is acting as support strategies business.



No one Best Management Practice as IT services, these models can not operate efficiently. On the one hand, the Service Management is key to IT governance because it



integrates business objectives and on the other hand, without the ITIL processes, indicators and controls would not be reliable.



Reduce IT costs and improving service quality

There are many areas where ITIL can lower IT costs. IT process maturity, higher productivity (fewer errors) and quality (as always do the activities), which automatically lowers costs.



Eliminate organizational silos by implementing integrated processes across the IT

Successful implementation of ITIL Best Practices define a process model supported by roles and responsibilities, among other elements, which are being implemented throughout the organization, create a new form of work based on specific responsibilities, in this way help eliminate silos within organizations.



Strengthen lines of communication between the IT area with other areas of the organization

One of the main problems in the IT area is communication with the various operational areas of the organization. Usually the terms and IT metrics are too technical.



With the focus of IT Service Management, where this area is aligned to business processes, communication is much more efficient and is related to the interests of operational areas.



Improving the Integration of IT with the Business

The priority for 82% of CIOs * is the integration of IT into the business. If the IT department wants to have better integration with the business, no doubt is essential to have an approach to IT service management that allows these services to align business processes (see figure "IT Services Model")



Regulations effectively fulfill

Many IT organizations seeking to comply with regulations of their countries such as Sarbanes-Oxley (SOX), Basel II, governmental regulations, ISO 27001, ISO 38500, ISO / IEC 20000. For this, a framework is generally used Cobit, a Cobit implementanción of a strategy with ITIL best practices is beneficial. Because COBIT defines what to monitor and ITIL defines how to do it, this integration will result in the efficient implementation of the regulations.



Improve Vendor Management

IT areas increasingly tend to outsource (Outsourcing) their IT Services. Unfortunately, most IT organizations are not clear Service Level should apply to their suppliers. Generally, they are requested technical metrics that often does not reflect what the business needs, which is difficult to justify the actual contributions that suppliers are providing to the company. Through ITIL defines the Service Levels required for each component of IT services, and with this information and with a mature process of vendor management, IT areas can truly align not only the area of ​​IT to the business, but also their suppliers.

* CIO Magazine 2008 Survey