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Using ITIL® Management to Stay Ahead of Change

ITIL ManagementIT services are bound to change sooner or later. The stunning application that a firm creates for a client one day might be completely out of spec the next, meaning that the client will come back with new problems and issues that have to be corrected.

While some companies let these change demands overwhelm them, others improve their operating capacity by employing  ITIL® Services. Continue reading to learn how implementing ITIL frameworks can help your business practices.

Applying ITIL Management to Change

There are infinite ways to implement frameworks like ITIL. When it comes to dealing with changes, however, the best place to start is with the IT service delivery process.

When most firms create services, they break them down into their component parts and attack each in turn or assign the work to teams that operate in parallel. While these are common methods of creating products like applications or network architectures, they’re not very foresighted.

Organizations that simply go down the to-do list aren’t as good at dealing with deviations. Without frameworks, conflicts inevitably arise when currently outstanding tasks suddenly have to be bumped from the schedule to accommodate new items.

ITIL management allows firms to anticipate these needs in advance. Even if changes are never requested by clients, IT service providers maintain the readiness and operational capacity to deal with them without throwing everything else off track. Learn more about how ITIL can improve service management quality here.

Better Data Acquisition

It’s hard to implement changes effectively without a thorough understanding of the motivations behind them. Although it’s true that firms can wait for their clients to email them about issues of concern, this is an inefficient means of communication, and it may leave clients feeling dissatisfied with the services they receive.

ITIL frameworks include provisions for client reporting and usage data acquisition. While it’s entirely up to a service provider to implement such features, accounting for them in the workflow via uniform ITIL Awareness training makes it easier to understand the impact of direct feedback and capitalize on it.

Integrating Processes

By managing service changes and updates through a framework, providers find it easier to understand their own projects. IT services often incorporate multiple teams and numerous concurrent support tickets. Many even rely on independent code updates facilitated by distributed revision control system implementations, such as git, subversion and mercurial. Using ITIL to keep track of everything allows managers and other employees alike to keep track of where they are in a project and where they need to be headed.

Ashford Global IT (AGIT) provides businesses of all sizes with training in all areas of ITIL. Contact them today to discuss your IT training needs.

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About this author:

Jon Francum

Jon is the Director of Training at Ashford Global IT.

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