Reasons why Information Technology Infrastructure Library (ITIL) processes are candidates for initial implementation in organizations
Reasons why Information Technology Infrastructure Library (ITIL) processes are candidates for initial implementation in organizations
Information Technology Infrastructure Library (ITIL) is part of Information Technology Services Management (ITSM). ITSM and ITIL are always in a state of evolution as they are driven by technology advancements and best practices. However, despite the constant changes, all organizations adopting ITIL have a common process design.
Service Desk, Incident Management, Change Management and Problem Management are processes in ITIL that are candidates for initial implementation in organizations. The reasons include;
1. Service Desk – Organizations aim to give the best services to their clients. Service desk serves as the organization’s IT interface, and has to be made perfect. To achieve this, organizations have to adopt best practices (professional) during ITIL implementation, in provision of their services, which promote client satisfaction.
2. Incident Management – In any service provision, an organization anticipates incidents (events that interupts quality of service). Since incidents are anticipated to occur, every organization pre-plans on how to handle them including capturing, tracking, assigning and managing them, to ensure timely resolutions thus reducing impact on the organization.
3. Change Management – As an organization provides its services, changes are inevitable, mostly to improve services and fix errors. Change management ensures adoption of standard methods in configurations, which controls for an imbalance in the impact of implemented changes, thus ensuring efficiency and reduced outages/downtime.
4. Problem Management – Problems are the cause of incidents. If incidents occur frequently, then the underlying problem can be termed as fatal. Problem management is essential for every organization in the process of detection, analysis, resolution and prevention of incidents, thus increasing availability of services and productivity of staff.
Reasons why Information Technology Infrastructure Library (ITIL) processes are candidates for initial implementation in organizations
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