Frankie Russo

Developing and implementing ITIL in a company

Information Technology Infrastructure Library is a must-have for practically all companies these days and it has caught on fast. The benefits it offers like cost-saving, improved security and better interaction with customers on the part of companies has added to its popularity.

There are two key indicators that show ITIL is needed in a company. One is if the company does not know how well or badly it is performing. Another dead giveaway is if IT personnel in a company are spending most of their time fixing glitches or on repair work on the systems.

Development and implementation of ITIL in a company can reap plenty of benefits and it should be remembered ITIL can have an impact on the entire IT set-up of an organization. If the company is a large one, with offices throughout the country and globally as well, implementation should be aligned with the other units to ensure everything fits into place at one go. This will require significant coordination and an understanding of priorities and needs. This way, the entire organization or company will gain.

There should be a smooth transition from the earlier system which was in use and this requires a great deal of communication at all levels to make sure no section or department lags behind as ITIL is being implemented.

Training in ITIL would be a must and there should be a deep understanding of how ITIL would affect/impact the various strata in an organization. In short, all employees who are dealing with IT in the many departments of a company should be involved.

Undoubtedly a company would be introducing IT knowing what it can add to the organization. To actually see ITIL at work will need monitoring so allowing senior management to see for itself how various factors have showed improvement in terms of an increase in profits, savings and in customer service. It would be unwise to expect instant results but the fruits of introducing ITIL will definitely show as the processes mature.

A company must look at its key performance indicators and use these as a benchmark from which to monitor progress and improvements. The indicators should be clearly defined leaving no room for confusion.

Not just people within the organization should be informed about the introduction of ITIL, but outsiders connected to the company like suppliers and business partners as well. Success related to ITIL should be publicized within the company to counter any possible resistance on the part of employees who were happier with the old system. In fact, studies have shown that without doing this, support for the new system (ITIL) will dwindle fast.

ITIL covers many sections so in some cases, it may be wise to introduce them gradually. It could be brought in one-by-one or in different combinations which will stand to benefit the business.

ITIL can bring about a sea-change in a company and literally changes the work ethic in an organization as well as technology platforms making it fairly all-encompassing.

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