Why Is ITIL So Successful?

For a while after its origins in the 1980s, ITIL was the best-kept secret in the IT sector; however, the framework has become the recognized approach for service management excellence.

The main reason for its widespread adoption is that it is based on a practical approach to service management, utilizing what works in real organizations. The guiding principle behind the framework is to ensure that all efforts have a common goal: to deliver IT services that support the requirements of the business by delivering value to the organization.

This section explores the key factors for ITIL’s success:

Vendor Neutrality The ITIL framework is not based on a specific technology platform or industry type. It is not tied to any specific vendors; it is owned by the U.K. government and has no associations to any commercial proprietary practices or solutions. As a consequence, the guidance it provides for service management is applicable across any industry sector or enterprise. This allows its guidance to be globally adopted by any organization.
Nonprescriptive From the beginning of its development, ITIL has recommended the approach of “adopt and adapt” to the guidance it offers. The true benefit of its application is in the adaptation to meet the specific requirements for value creation in an individual organization. The guidance contains time-tested, robust, and mature practices that can be utilized by any service organization. It is relevant to public and private sectors, internal and external service providers, and organizations of any size. It is not dependent on the technological environment, and it provides pragmatic guidance applicable and adaptable to any situation.
Best Practice ITIL delivers the accumulated knowledge and guidance from the best sources of service management practices across the world.

The strength of the ITIL framework, and a key to its success, is that it describes practices that enable organizations to deliver benefits, return on investment, and value on investment through a sustained approach. The following are some of the factors that motivate organizations to adopt the framework:

  • Creation of value for customers through the services provided
  • The emphasis on integration with the business, ensuring that the business strategy and customer requirements are reflected in the service management strategy
  • The ability to measure, monitor, and optimize IT services and the performance of service providers
  • Management of the investment for IT services and budgetary controls
  • Risk management in alignment with the business
  • Knowledge management across the service management enterprise
  • The delivery of services effectively and efficiently, through the management of the resources and capabilities required
  • The adoption of a standard approach to service management across the organization
  • A change of culture as part of the approach to service management, developing and maturing the processes to deliver effective IT services
  • Improvement in the interaction and relationship between the service provider and their customers
  • The ability to coordinate the delivery of goods and services and to be able to optimize and reduce costs
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