Improving ITSM Maturity – Start with Low Hanging Fruit
It’s no secret IT departments are busy – especially now. And because so many IT departments are focused on triaging their support by focusing on the most
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The 2022 Info-Tech ranking report offers a unique view of the market based entirely on in-depth customer interviews. Download the Info-Tech 2022 ITSM Quadrant and Customer Viewpoint report to gain a better understanding of key vendor strengths and emerging market requirements.
When it comes improving IT Service Management (ITSM) maturity, many organizations turn to ITIL – a framework that guides users through a process-based approach to the management and continuous improvement of information technologies and services. By using ITIL, IT services within organizations can keep pace with the overall needs and goals of the business or institution; all while delivering exceptional service to customers, employees and other end-users.
ITIL stands for Information Technology Infrastructure Library, and describes the processes, procedures, tasks and checklists that can be applied by an organization as part of an overall IT strategy; to improve customer delivery; or to maintain a certain level of competency organization-wide. Those wanting to use ITIL can get certified – the latest iteration being ITIL 4. ITIL 4 provides the guidance organizations need to address new service management challenges and harness the potential of modern technologies in the age of cloud, agile and DevOps transformations. A vital component of the ITIL 4 framework is the use of a single, uniform and cohesive set of guidelines for the management of IT services.
When thinking about ITIL vs ITSM, it’s important to understand the relationship between the two. ITSM describes how an organization manages its IT services; and ITIL is a framework for ITSM – a specific set of process and guidelines for the provisioning of IT services. It’s not really a one vs. the other comparison, and having strategies for both are vital to building out a mature IT offering. A useful analogy would be the concept of project management and the various project management methodologies available. While project management describes the standardization of processes any given organization uses to manage its projects, methodologies such as Agile and Waterfall prescribe their own specific frameworks for managing projects in particular ways.
The ITIL framework bases itself on the five phases of the service life cycle. The guidelines set out the necessary processes, associated challenges and best practices for each phase of the service life cycle, as well as the requirements for the implementation of each phase. It is important to keep in mind that these are guidelines, and that the framework should be used to facilitate internal discussion and policy creation to optimize service delivery.
While ITIL v3 defined several processes for organizing the service life cycle, ITIL 4 describes the principles, concepts and practices in more detail. Additional guidance ensures that practitioners better understand the impact of each phase. ITIL 4 also provides a framework for integrating ITIL with other services such as cloud, mobile and cloud-as-a-service.
If you want to learn more about ITIL, you can watch a recent CIO Panel and hear how CIOs from different organizations have embraced the ITIL framework to level up their ITSM.
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