ITIL questions – There are a number of questions that keep popping up when we deal with organizations when they are hearing about ITIL for the first time.
Let me explain something to set context.
Several years ago before I had heard of ITIL, I was the Manager of a supporting IT organization with several thousand users.
At that point in time, when I was moving on to a new position was the very first time I had heard of ITIL.
You know what my thoughts were – the first was a question.
It is now the most frequent ITIL question I am asked.
“What are the benefits?” Then the second was a thought that stemmed from the first “I wish I had known of this in my last position” Why? Because it would have made my life so much easier! ITIL questions – What are the Benefits? Some of the benefits that could be cited include: improved quality of service – more reliable business support IT Service Continuity procedures more focused, more confidence in the ability to follow them when required clearer view of current IT capability better information on current Services (and possibly on where Changes would bring most benefits) greater flexibility for the business through improved understanding of IT support more motivated staff; improved job satisfaction through better understanding of capability and better management of expectations enhanced Customer satisfaction as Service providers know and deliver what is expected of them increased flexibility and adaptability is likely to exist within the services System-led benefits, e.g.
improvements in security, accuracy, speed, Availability as required for the required level of service Improved cycle time for Changes and greater success rate.
ITIL questions – What are the benefits to me? Now this last ITIL question is the one that, if you are thinking of applying the ITIL framework in your organization you need to think through to answer.
The point I am making is that at a deep level, the individual does not care about organizational benefits, such as cost savings, as much as he says out loud.
Particularly for operational staff, which by the very nature of the job they currently have, are fairly reactive and inundated with things that go wrong.
Fire fighting so to speak.
The answer to this question, I cannot answer for you.
You have to think it through and be able to tell that individual what he/she really gets from having ITIL as a framework.
That is the ITIL question that must be answered to facilitate the change!
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