IT Governance

ITIL for Better Business Alignment

This article from Galen Gruman shows that CIOs need to change their own trend of not fully understanding ITIL. This library of books not only provides guidance on improving help desk services and IT operations, but it can also help any CIO to deal with requests for a database to track components and the relationships among them. ITIL can do more than serve as a best-practices framework for solving specific operational needs.

How Does ITIL work? “ITIL cares about how to organize the chaos of operations.” 

A growing number of CIOs are using ITIL to help them create operational consistency across departments and locations, as well as with contractors and suppliers. It helps IT focus on delivering service to business units and customers, not just delivering technology… The current version of ITIL, version 2, consists of eight books, each offering a framework for a specific IT operational process. Most organizations use just two – the Service Support and Service Delivery books – in a tactical way, to improve their help desk operations through better incident and problem management… An updated version promises more real-world examples, best-practice models and metrics – and emphasizes the entire IT lifecycle and ROI issues. CIOs say the change is welcome.

A major criticism of ITIL is that it only tells IT departments what to change and not how to actually change it. Another concern is that ITIL is just so vast that most organizations only pick and choose a few aspects of its guidelines to actually apply. This selectiveness prevents organizations from reaping the larger benefits that come from applying ITIL on a large scale. But nonetheless, it would certainly help different organizations not to miss or completely ignore ITIL, because it helps create a consistent level of practice across the organization by creating a standard system to apply within IT.

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Kristian Dayrit

Kristian Dayrit was the Associate Editor and Content Writer for AITS Philippines. He has edited and wrote various published works, articles, newsletters and such since 2007.

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