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ITIL®’s Role in Service Management Improvement

The primary focus of the ITIL® framework is to align IT services to the needs of the business in such a way to facilitate optimum operational efficiency as well as growth. Continual Service Improvement is the theme of one of the five core ITIL publications, which contains a systematic and professional approach to this subject.


While enhancing the efficiency of IT services within the organization is critical, it is also very important to ensure that the customer base for the business is fully satisfied. Towards this end, ITIL helps the business reduce costs as well as adopt a more professional and effective approach to service delivery.

Continuous Service Improvement

To succeed in an intensely competitive marketplace, a business has to undertake a process of continuous evaluation and improvement. Aligning products and service levels to the changing needs of the customers is a critical part of this ongoing process. This ensures that the business is always at the right place to serve the customer, providing exactly what the customer needs at that point in time. ITIL helps bridge the gap between the business’s output and the customer’s requirements, thus enhancing the business’ cost effectiveness and profit potential significantly.

ITIL is a Critical Tool for Business Success During Recession

Operational efficiency is essential for every business no matter what the prevailing economic conditions are like. However, when the business is already under immense pressure in a recessive economy, there is an even greater need to safeguard critical resources including time, money and manpower.  By increasing production efficiency and employee productivity, ITIL best practices help the business streamline operations.

There is also a clear need for a way to accurately gauge demand and market services so that production can be aligned to these to ensure zero wastage as well as optimal supply.  This is where ITIL’s Continual Service Improvement practices prove their worth. By identifying mismatched areas where production does not match demand, ITIL practices help increase efficiency and reduce unnecessary costs. They also give top management a glimpse into how the market perceives the product/service and where there is room for improvement.

In effect, ITIL helps the management focus efforts on areas that immediately and significantly impact the bottom line rather than dissipate energies to enhance processes that may or may not make a difference to the customers. This conserves capital and manpower while simultaneously bringing about a customer oriented transformation in the business itself.

At Ashford Global IT, we can help you achieve continuous evaluation and improvement using the ITIL framework. Contact us today to learn more!

About this author:

Angel Prusinowski

Angel is a leading ITIL® instructor at Ashford Global IT.

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