Revitalizing ITSM with a new ITIL framework

IT service management (ITSM) as it is popularly called is not a new phenomenon. It is a validated route to ensure that the IT department can support your business correctly. It is to ensure that the right people, processes and technology are deployed and ready for your IT department. The IT infrastructure library (ITIL) is the commonly used framework for implementing ITSM into any organization. It keeps upgrading itself with newer features with each version. This year too, ITIL is expected to improve with the release of an upgraded version.

ITSM VS ITILYes, the future of ITSM is something that all of us should look forward to. However, it is interesting to note that the current landscape of deployment of ITSM tools within organizations is not really up to the mark. There are multiple organizations that have not fully leveraged the benefits of ITSM in spite of deploying it, simply because they are not fully committed to it. Multiple organizations have deployed ITSM software but very few have leveraged it correctly. It can be easily used to streamline the operational processes that add support to your IT team as well as your service desk. These organizations still implement other formal processes like change management, incident management etc.

If your business is expanding the guidance of ITIL then release and deploy management, capacity management, service asset management and configuration management are the most commonly taken next steps in accordance with ITIL.  If you have a configuration management database in place, it helps you to understand the existing IT assets and also how they are relatable to the services provided to your business. This information can be vital as it can help you to reduce risks significantly as it helps you understand what impact one IT device can have on the rest.

Majority of the organizations actually use processes like demand management, financial management and business relationship management at some level or the other but most of them do not know that these are all ITIL processes. If these processes are actually implemented properly, then they can be easily integrated into the rest of the IT process framework. The end result is that you can provide much better service to your customers.  If these processes are not integrated properly or are left incomplete, it results in multiple gaps in the system and ultimately efficiency is lost.

ITSM vs ITILThere are lots that we can leverage on, from the framework. ITIL has an extensive inventory which links back to various other processes and activities within its group. For example: – If implemented correctly, the ITIL can assist your business in establishing a bottom-line from which you can plan and implement. This bottom line can be used by your business for launching different communication methods within your business and also to ascertain that the IT department is aligned with the business expectations and requisites. Deploying ITIL correctly will ensure seamless integration between your business strategy and your IT department. It can also aid your IT department to uphold a basic competency level, be compliant and also measure improvement that happens during digital transformation.

Since the past few years, there has been a keen scrutiny on the ITIL framework. Organizations are realizing the need for serving their customers better. The belief that IT organizations need to move to Agile, in order to be more responsive to the business; is building. Organizations who have not realized the full potential of ITIL are leaning towards other methodologies. You must realize that many of the practices like Agile and devops are actually supported by ITIL. They deploy them for change management and release & deploy management.

The upcoming year promises to be exciting for ITSM and ITIL. The UK government commissioned AXELOS to oversee the best practices in ITIL. They have announced that there is going to be an update to ITIL this year. This update is expected to include practical guidance for organizations to easily adopt ITIL along with other practices like devops & Agile; while keeping the core of ITIL intact.

What is interesting is that there has been noticeable growth in the use of ITSM in businesses outside IT. It is being called Enterprise Service Management. It comprises of the best practices from ITIL and can be applied to any business which requires workflow management and has Human Resources team, customer service team, legal team etc. Vendors are now starting to expand their product presence to offer support to such businesses as well.

There is excitement in the market anticipating the release of a new version of ITIL. There is also a strong outreach effort by the vendors to expand their ITSM reach and venture into newer markets/organizations. With the promise of a better understanding of how ITIL can co-function within frameworks like devops and Agile, there is likely to be a revival of interest in both ITSM and ITIL. With any luck, this should lead to an improved relationship within the organizations. Only time will tell! For now, all we can do is wait and watch!

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