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Using ITIL® Processes to Divide Workloads

Business GoalsWorkplace efficiency is highly reliant on a firm’s ability to assign tasks and allocate resources. These common business management functions are often lost in the shuffle, however.

Management staff become focused on getting projects done or hitting target profit goals and lose sight of the need to efficiently divide IT workloads. Using ITIL® processes to divvy up duties and responsibilities makes it much easier to adopt workplace routines that improve output.

Defining Processes for Internal and External Use

ITIL processes address a number of relevant concerns. Some, such as Security Management, are used to get a firm’s internal workings in line with the requirements of information safety. Other processes focus on continuing services and communicating with current customers via help desks.

By separating one’s organizational tasks from those designed to affect consumer relations, ITIL processes make it easier for managers and other staff to understand where their work fits in. This is critical to ensuring that everyone can prioritize specific tasks accurately and still work towards the same common business goal.

Integrating Separately Defined Processes

Many areas of IT exhibit extensive overlap. For instance, Security Management can be applied to how an organization’s staff deals with shared email communications, but it also plays a role in how personal consumer information is handled during the independent IT Customer Relationship Management process.

While the fact that different subjects often coincide may seem confusing, separately defined ITIL processes actually clarify these relationships. By using process definitions to designate different parts of services, firms learn to quantify the effect that common tasks have on one another. Workers also gain the ability to anticipate and account for production schedule changes because they have a better idea of how other departments’ work affects their own.

Managing Service Delivery

After implementing ITIL processes and frameworks within their workplaces, many firms find it much easier to get an accurate big-picture perspective of their service delivery tasks and other critical operations. Because workloads are clearly understood within their own terms, each portion of the overall whole can be managed from a cost-analysis standpoint that is ultimately more accurate.

ITIL processes let companies take extremely complex internal operations and segment them so that individual problems can be pinpointed and addressed. By using these processes to quantize data-driven workflows, firms learn to build better products and meet expenditure standards that actually adhere to their stated business goals.


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About this author:

Angel Prusinowski

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

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