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Why ITIL? Take a look at the capabilities and benefits of ITIL

ITIL has now been around for 25 years; that’s 25 years of work and refinement that makes ITIL the most widely accepted approach to service management in the world. AXELOS have recently worked with a number of the leading IT service management professionals, including IT Training Zone’s Claire Agutter, to put together a compelling list of reasons why an organisation should adopt ITIL and why ITSM professionals should make sure they hold the ITIL qualifications.

The “Key Benefits of ITIL” looks at both the capabilities of the ITIL Framework and the benefits that ITIL provides to the individual and to the organisation. From enabling business change, to showing value for money and optimising the customer experience, the AXELOS document shows why ITIL should be adopted as part of an organisation’s framework for service management excellence.

The key benefits arising from each of the capabilities are also listed, so that you can clearly see how ITIL aids the IT department in supporting the business. Additionally, the importance of ITIL to the individual is also examined – looking at how you can learn and improve your own knowledge and deliver value to your organisation.

To take a look at the pdf from Axelos – ITIL_Value_Proposition-1

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  • Antok

    Whilst I agree with a lot of the comments ptesod, I wonder how big this issue really is in the immediate future. I see a lot of organisations who still haven’t grasped the concept of Services, usually implementing ITIL V2 with a Service Catalogue, whilst a huge proportion of Enterprises don’t run web based apps for a lot of Business critical processes so, as Noel pointed out somewhere in this or a related chain, the issue boils down to some core IT components such as the SMTP/POP or some other protocol.ITIL needs to be brought up to date and I believe it should be re-written in smaller releases rather than a huge great big lump every few years and embrace a more agile approach. However, do we really want ITIL to define call handling etc? Isn’t that what organisations such as SDI do? If ITIL goes down to that level on every process it will become, or be perceived as, prescriptive, and also be so large that everyone will lose interest. The answer isn’t ITIL, it’s ITSM. ITIL never has, and nor should it, prescribe exactly what a Service Desk should do. It should provide a framework which Organisations can then develop to suit their needs. There is no one-size fits all. Some sectors are very locked down and regulated and probaby will be for a long time to come and this should also be recognised.Whilst ITIL needs a serious re-think if it is to stay relevant, it isn’t the issue. How it is implemented or a lack of understanding of the wider ITSM landscape is the issue. Why does it have to be written in an ITIL book to become Best Practice?BYOD is here to stay and is a great opportunity to integrate with the Business as has been described previously, but trying to narrowly define it and document it goes against the Knowledge Centred, agile approach some people are advocating. Long live ITSM (with or without ITIL).

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