ITIL - What is it?

The IT Infrastructure Library can deliver effective and efficient IT services, reduce the costs of IT and improve the relationship with the business. It also helps to move IT from a technology focus to a service focus.

It is a series of comprehensive, inter related, IT service management processes, (initially developed by the UK Government), implemented by companies in the UK and overseas. The processes have become best practice as they have been developed collaboratively by many organisations and, in so doing, provided feedback that has helped refine and enhance the disciplines.

Whilst the processes detail the best way of managing operational environments, the benefits range from cost reduction to a more business focussed approach. The return on investment (ROI) can be justified both in terms of cost savings (reduced service outages, more formal and planned infrastructure investment, accurate licence costs, etc) and improvements in cultural behaviours resulting in better management of business expectations, a pro-active approach to the management of IT and clearer roles and responsibilities.    

The processes also introduce consistency and a common language across IT that can breakdown the vertical silos frequently found in IT departments (Mainframe and Network teams, Wintel and Unix teams, for example) as the processes require the same degree of input from all areas.

All implementations need to address the cultural implications of cutting across the silos as teams can resent the need to adopt a company wide approach, fearing, for example, that it may reduce their ability to respond effectively to incidents.

The cultural factor should not be overlooked as it may need specific attention to resolve and it is wise to ensure that Senior Management are fully behind the implementation.

Serman Consultancy understands these tensions and have a variety of techniques to gain support and commitment to ensure the benefits can be achieved.