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Seven Ways ITIL® Certification Helps an Organization With Process Improvement

Businesses seeking a competitive advantage can improve their processes almost immediately by providing IT training to their employees, specifically ITIL® certification training. That’s because not only does ITIL focus on improving services offered to customers, it also places great importance on continuously improving the other ITIL processes.

The Information Technology Infrastructure Library® (ITIL) is a set of practices created by the United Kingdom’s Office Of Government Commerce (OGC) for IT Service Management (ITSM) that focuses on aligning IT services with the needs of a business. ITIL is documented in a set of books and describes an integrated, process-based, best practice framework for managing IT services.

ITIL has gained significant traction around the world because it helps clarify employees’ jobs, ensures compliance with important security and government regulations, and increases efficiency through standardization and automation. In use for more than 20 years, ITIL is easily the most widely adopted framework for IT Service Management in the world. The tangible and intangible benefits of adopting ITIL into an organization are too numerous to count.

Even so, here are seven ways having employees certified in ITIL can contribute to business process improvement and help an organization gain an advantage over their competition.

7 Benefits of ITIL Certification

  1. Predictable, consistent processes— It’s much easier for companies with well-defined processes to accurately evaluate their strengths and weaknesses as well as identify opportunities for improvement. It’s also easier for them to improve the quality of their products and services and deliver a more consistent customer experience which leads to higher customer satisfaction and loyalty. In today’s competitive business environment, consistent processes enable organizations to deal with the unknown and react swiftly to changes in the marketplace.
  2. Improve resource utilization— IT training can help organizations improve efficiency without sacrificing quality and consistency by identifying duplication of efforts and maximize the value of the company’s efforts eventually saving time – and money.
  3. Improve upon project deliverables and time—Helping employees fully leverage IT tools can reduce the time it takes to complete important projects and deliver results to the end customer.
  4. Provide services that meet business, customer and user demands—Depending on the objectives of the business and the needs of the customer, this benefit can manifest in various ways. For example, many organizations have implemented virtual help or service desks that actually help the customer faster and cut support costs.
  5. Provide demonstrable performance indicators—When operating under Information Technology Infrastructure Library guidelines it is much easier to set measurable metrics so everyone knows if they are meeting the appropriate standards.
  6. Improve availability, reliability and security of mission-critical IT services—With so many organizations depending on technology, it’s easy to see how an ITIL certification can lead to more efficient IT services by making sure that all employees understand how to use information technology to better serve the customer.

Aligning IT services with the needs of a business—Often people forget that technology is a tool—a means to an end, not an end in and of itself. IT services should support the overarching business goals and strategies. In order for this to happen, the organization must take an objective assessment of its information technology.

Process Improvement Is Business Improvement

In today’s rapidly changing business environment, the key to operating an effective and efficient organization is developing consistent, repeatable processes and the ability to improve services. Implementing key ITIL processes can reduce systems crashes, software-distribution errors, and other “business-critical” incidents.

The less time organizations spend “putting out fires,” the more time they can spend implementing business strategy.

Key Takeaways

In today’s business world, demands are greater than ever for high quality service delivery. Determining which company processes are the most efficient and which ones need to be corrected enables organizations to improve their existing processes and address areas of concern.

Taking advantage of the only comprehensive, non-proprietary, publicly available guidance for IT Service Management by providing IT training to all employees, specifically ITIL training, is a great way for an organization to get a leg up on the competition.


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About this author:

Jon Francum

Jon is the Director of Training at Ashford Global IT.

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