Most Common Questions Asked about ITIL - Part 1

Today, organizations are looking at the ITIL framework as a methodology that streamlines overall IT processes, is cost-effective, brings higher ROI, and helps in improving productivity. As ITIL is a set of best practices, there are no direct costs for adopting it. However, organizations and individuals do need to invest to get trained in concepts and tools related to ITIL.

In this first part of the ITIL FAQ series, you can get more information on ITIL and its concepts, how it works in your organization and how its implementation will help your organization to be more cost-effective.

1. How did ITIL Come Into Existence?

In the mid-1980s, the UK Central Computer and Telecommunications Agency (CCTA), now known as the Office of Government Commerce in Norwich, laid the foundation of IT Service Management (ITSM), by creating the Government IT Infrastructure Management Method. The main aim of setting up the new team was to improve the efficiency of IT resources and services. The initial version of ITIL was called Government Information Technology Infrastructure Management (GITIM). In terms of concepts, it was quite similar to today’s ITIL – where the key focus is IT service and delivery.

The concept soon started growing in Europe and was extensively used by governmental and non-governmental organizations across the globe. As it gained momentum, and the word spread, in the 1990s, it became necessary to change its name. In the year 2000, Microsoft adopted ITIL as the base of their new project – Microsoft Operations Framework [MOF]. One year later, a second version was launched. Additionally, the service delivery and service books were reworked to make them more usable and into a concise volume. ITIL’s third version which is currently in practice was released in the year 2007.

2. Define ITIL?

ITIL or Information Technology Infrastructure Library is a set of best practices for IT Service Management (ITSM). The focal point of the framework is to align IT services with the core business needs.

ITIL framework and its concepts are accepted globally. Enterprises that are using this framework have seen clear growth in terms of loyal and satisfied customers, along with an ability to manage their IT workforce better.

3. Why should Organizations / Enterprises believe in ITIL implementation?

ITIL is one of the best methodologies available for IT Service Management. Implementation of ITIL best practice guidance helps to: improve the perception of IT within the business; improve business capability; build trust within the organization; provide a common vocabulary for the workforce; reduce IT security exposures; bring good change management; better resource utilization; gain better financial control; minimize disruption of IT services; support new and emerging technologies.

4. Does ITIL implementation need to be started with a specific process?

You may start ITIL implementation with release or resource management, demand management, asset management, IT budgeting, customer liaison, or any other process you wish to adopt. As per the ITIL implementation, there is no specific module or process to start. But many organizations initiate the ITIL implementation process with incident management and change management.

5. Are there any other best practices available apart from ITIL?

Each organization has a different model, and it is not necessary that ITIL would also work for you.

Yes, there are several practices apart from ITIL. For example, there is a Prince2 Course Online – if your organization needs expertise in project management, and if you are in need of expert guidance on audits and governance issues, you could opt for COBIT.

6. Are there any Products Available for Purchase that are ITIL Compliant?

A Google search may result in a list of hundreds of products that claim to be ITIL compliant. However, there is no current ITIL-compliant product available in the market. ITIL is not a standard protocol with any guidelines, and when one says compliant, it necessarily means adhering to strict guidelines. The IT Service Management Forum and OGC keep releasing the warning that organizations should not be attracted by solutions being offered by vendors.

This ITIL FAQ series is a three-part series, and we will continue the series with a few more key ITIL FAQs in our future posts as well. Do let us know if you have any particular questions related to ITIL, we will try answering your question in our future posts.
[Also read: ITIL FAQs on Invensis Learning’s website]

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Jacob Gillingham is an Incident Manager with 10+ years of experience in the ITSM domain. He possesses varied experience in managing large IT projects globally. With his expertise in the IT service management domain, currently, he is helping an SMB in their transition from ITIL v3 to ITIL 4. Jacob is a voracious reader and an excellent writer, where he covers topics that revolve around ITIL, VeriSM, SIAM, and other vital frameworks in IT Service Management. His blogs will help you to gain knowledge and enhance your career growth in the IT service management industry.


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