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Why Should Your Company Implement ITIL®?

What Is ITIL®?

ITIL (Information Technology Infrastructure Library®) is the most globally recognized and adopted framework for IT Service Management. It provides a comprehensive framework for Service Management, focusing on a company’s Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.

Having a history of more than 20 years, ITIL is continually evolving, changing its breadth and depth to keep pace with the highly dynamic IT industry, to provide the most effective best practice for IT Service Management.

Why Should Your Business Implement ITIL?

When operating in a highly competitive industry such as Information Technology, having a strong competitive advantage over your competitors is the key to your company’s success as well as your survival. The quality of the services you are providing directly influences your customers’ satisfaction which ultimately turns to profit. This is the main reason why successful multi-national and local companies have adopted ITIL as their best practice to gain a competitive advantage by providing a quality service.

There are five main benefits for companies that adopt ITIL as their best practice. These include:

  • Improves customer satisfaction
  • Provides long terms cost benefits
  • Ensures quality and predictability in IT service delivery
  • Ensures faster response and resolution
  • Global acceptance of ITIL as the best practice for IT Service Management

Apart from the above, ITIL also delivers the following organizational benefits:

  • Allows proper control and management over the entire business processes
  • Provides transparency and proper interconnections with business processes
  • Improves return on investment (ROI) of IT
  • Improves morale, competency, capability and productivity of your company staff
  • Supports process control by measuring performance using Key Performance Indicators (KPIs)

The benefits can also be identified as direct and indirect cost savings. However, implementing ITIL highlights the importance of hiring ITIL trained staff to your workforce to ensure your organization gains the full benefits from the ITIL best practice.

Why Is It Important For You To Have An ITIL Trained Workforce?

When ITIL is implemented, generally, companies tend to focus only on the new technology and infrastructure to support it. But addressing your human resource aspect is also important for the successful implementation and operation of the ITIL best practices. The reason is, once ITIL has been implemented, the operation of the processes is done by your IT staff. Therefore, it is very important for you to have ITIL professionals in-house for the successful functioning of your company’s IT Service Management. As a solution, either you can provide training for your staff to become ITIL certified or you can hire individuals who already hold an ITIL certification.

Having ITIL certified IT staff reduces the recurring training costs of new staff, and it increases the competency and the capability of your staff to provide a quality service to your valued customers.

Be a successful player in the IT industry. If you want to focus on the future growth of your company, invest on implementing the best practice for your IT Service Management and transform your company to a globally recognized, profitable business.

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Mary is a leading trainer in Microsoft® and Business Applications.

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