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ITIL® Processes And Key Metrics

ITIL ProcessesIT organizations that implement any or all facets of the IT Infrastructure Library (ITIL®) see numerous benefits, including increased system availability, improved communication, and increased value derived from technology investments. Software that automates ITIL processes can provide even more benefit in the form of concrete data for root cause analysis, resource allocation, budgeting and tactical planning.

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How Much Does An Application Really Cost?

In simplistic terms, application costs can be calculated using the cost of hardware, software, and staff. This view can be expanded with data from a good problem management process application.

Problem tracking data can identify hidden costs relating to problem resolution and downtime for an application. It can drive out time spent fixing the application by staff not directly assigned to support duties. It can summarize outage time, during which internal department staff may be idled or client opportunities lost. Such information can be difficult to find without good processes and tools.

How Much Will Upgrades Cost?

Managing a huge multitude of endpoints and components in a company’s infrastructure is a daunting task. Implementing an ITIL Configuration Management system helps a company come to grips with all its technology bits and pieces.

Automated asset discovery and management tools, in addition to integrating into other ITIL process tools, provide intelligence to help an organization plan for asset upgrades and replacement. Maintenance contract rates are frequently set by asset tiers.

Coming to the bargaining table with precise unit information puts a company in the driver’s seat for negotiations. When a new system is in the planning stages, user equipment can be assessed quickly and accurately for compatability with the new application and any required upgrade costs identified.

What Is My Risk Exposure?

ITIL’s Access Management practice advocates strict processes for requesting and providing user access to data and transactions based on roles and responsibilities. Automating these processes not only assures compliance to procedures, but also provides data helpful for audit and compliance.

How many users have view or update access to critical data? Who can execute sensitive system transactions? How many people have administrative rights to all Windows servers? Audit requests can be filled quickly and easily from an automated access management system.

What Value Does IT Bring to an Organization?

This can be a difficult question to answer, but metrics provided by systems designed to support the IT Service Desk can help managers quantify answers to that question. It’s difficult to find value without quantification. But when an IT service desk manager shows how many end-user calls were handled, what departments are using the services, and how the IT department is using ITIL processes to manage and improve their service delivery, the value to the organization is much clearer.

These are only a few examples of key metrics which can be derived from ITIL process data. An organization that truly embraces the ITIL philosophy and processes and invests in the technology to automate them will define their metrics along the way and configure the software to track and report them automatically.

As a side benefit, ad hoc questions like those above can be answered using information already recorded. ITIL processes can not only improve IT services, they can help quantify it.

Ashford Global IT, AGIT, is a leading provider of ITIL training to today’s businesses. Contact them today to learn more about the ITIL processes and how they can benefit your company.

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About this author:

Jon Francum

Jon is the Director of Training at Ashford Global IT.

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