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ITIL - What did it do for you

By Hockeyist ·
I am completing a subject at Uni this coming semester which covers two of the ITIL foundation exams.
I spoke to our IT Director last year about ITIL and she said that "we won't use it because it's too cumbersome". She later indicated that we can use parts of the ITIL. The company I was with at the time was worldwide with 14,000 employees. There was no IT operations manual at all for us to follow. All of us Regional and Country IT Managers had to wing it and use our experience to manage problems. As they say; The rot sets in from the top (even in IT).
I am wondering if people have completed these ITIL courses/exams and what the new knowledge meant to the management of your IT department/service delivery.
Did it allow an introduction of good practices to the department or did it introduce problems?

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by chihung In reply to ITIL - What did it do for ...

I strongly suggest you get your university library to purchase the ITIL publications (at least the Service Support, and Service Delivery books).

See for details.

The two books cover what the organisation needs in order to deliver quality IT service to their customers.

In ITIL, everything starts with CMDB (Configuration Management Database) which basically captures property, relationship and dependency of a CIs (Configuration Items)

This link ( provides a self assessment in MS Excel format. Take a look at that to see how detail the exam may be.

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Thanks for the suggestion

by Hockeyist In reply to

The prices don't seem over the top either. I will be visiting the library tomorrow for a chat with the staff.

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Not Invented Here Syndrome

by BFilmFan In reply to ITIL - What did it do for ...

ITIL has been well accepted in most organizations as a set of excellent ideas for delivering services. The whole basis of ITIL is document what you do and do what you document.

The "Not Invented Here Syndrome" is the most common cause I've seen for organizations not adopting ITIL. And most managers live in abject terror of actually admitting they can't read an ITIL manual and document the processes their organization uses to conduct business. The basic issue is they don't understand the business. They show up to push paper about, hobnob with other managers at meetings and perform other management activities for a certain number of hours per week and go home and collect a nice check. Most management these days are simply worried about lining their own pockets and not making a quality product for consumers and returning value back to the shareholders. The truly scary part of the IT world is how many real life Dilbert managers I've seen in 20 years in this business.

ITIL, Six Sigma and project management methodology rate of adoption is going to increase. Ask yourself why how many organizatons proudly displaying their ISO certs these days? And if the board and share holders aren't aware of the "winging it," when you finally get clear of the place, write them a lovely open letter informing them. I am sure they will appreciate knowing they could save some money with standardized processes.

Who knows they could hire you to implement it with nice office, leather tipped shoes and hobnobbing....

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Same terminology

by techrepublic In reply to ITIL - What did it do for ...

Keep in mind that ITIL is a framework and not a set of instructions that have to be followed.

There are many benefits, one of the most obvious ones is that after the itil foundation class everyone will use the same terminology.

What used to be tickets, helpdesk cases, requests ... is now uniquely identified as RFC, incidents and problems. The differentiation and allowing everyone within your support org to speak the same "lingo" already helps defining your processes.

Jim Davis
myCMDB Sales
>How do you document your network?< <>

Network Inventory and Configuration Management

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What did the ITIL ever do for us?

by Dr. ITIL In reply to ITIL - What did it do for ...

I've implemented lots of ITIL processes and also nurtured their efficiency and effectiveness for months afterwards.

What did it do for the business? (rather than me - I got paid!)

Service Desk - higher first time fix rate, faster user experience, lower repeat incoming calls >>> users more productive at doing their jobs.

Problem Management - reduced repeat business impacts of IT faults, instilled the culture of "let's eliminate the root cause" rather than fixing the same things time after time.

Change Management - KEY - stopped problems entering the IT production environment in the first place by proper imp plan walkthroughs, peer level checking of install instructions, improvement cycles to the testing folks, AND having a change freeze at peak times for the business.

I could go on...

Done properly ITIL is brilliant. The trick is to take the people with you.

Cynics, sceptics, nay-sayers, people who want to watch things fail - are all out there. It's a battle and a transformation exercise that not everyone understands or even see's the need to actually do!

Check out for more info...

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I agree: indeed take the people with you

by IT-Governance In reply to What did the ITIL ever do ...

I agree with Dr. ITIL saying "Done properly ITIL is brilliant. The trick is to take the people with you.".

To answer the question "Did it [ITIL] allow an introduction of good practices to the department or did it introduce problems?"

I would answer: "Yes, ITIL does allow an introduction of best practices". It is set up precisely to do that and it is kept up to date to keep providing best practices.

The implementation of ITIL can also introduce problems. People react to change in various ways. Pay attention to this issue. Get enough buy in of the people involved. Show them the benefits of using a process based approach. You can find success stories using Google search. The ITIL implementations I have done took a considerable amount of effort and time to get people buy in. The benefits show afterwards.

The ITIL training I've done some 10 years ago did not address the people side of implementation issues well. Nowadays an abundance of publications are available on Internet and in bookstores.

I consider implementing ITIL processes a journey well worth taking. I know several organisations who are very happy they have taken the trouble to start and deal with the troubles encountered. They do indeed see the benefits now.

Hubert Vellekoop

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Fire your IT Director

by dafe2 In reply to ITIL - What did it do for ...


We couldn't do as well as we've done without ITIL.

There are (already) many good comments here about the framework & I could probably write a book about it's features Advantages & Benefits.

Implementing A Change Management Board alone is well worth the effort!

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New to ITIL

by rokit.salad In reply to ITIL - What did it do for ...

In the last month, a new department has just been created within our company called 'Development'. Myself and two others are responsible for all in house development which goes on. We're a global company with many thousands of employees and we own a good few hundred other companies within the group. We're striving to conform to ITIL standards, although actually getting on the course is looking unlikely for a while.

What we're finding, though, is that the only way we can manage to keep control and keep track of new developments is to have an extremely rigid, structured and quite inflexible approach to development. ITIL provides the perfect framework for this.

Also, conforming to ITIL standards means we also automatically conform to many other standards without which we would be missing out on several hundred thousand pounds of revenue each year.

It's a real pain going through all the change control procedures for every little thing we do, but without it we'd be drowning in a sea of systems, all altered in so many little ways which no-one was a hundred percent sure about.

What is surprising (although maybe it shouldn't be) is that it is quite simple to conform to the standards. They point you in the 'logical' way of doing things. Also (even if this isn't the ideal reason for conforming) because there is so much time taken up in documenting what's going on and what changes are being made, people are far less likely to get blas? about asking for changes which they haven't thought through fully. For example the new method of booking holidays online which I've been developing - a simple thing but one which requires our HR department to start using the position management part of our MIS system. A change that means a LOT of work for them which they've just decided they can't be arsed doing. They hadn't thought through what they were asking for but thanks to proper procedure, I didn't have to do much work before this became clear.

If anyone is going to be managing any projects, conforming to this standard will make life much easier, even if it seems like a lot of fuss.

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by Dr Dij In reply to New to ITIL

slightly off subject but complementary are visualization software. it is kind of a flowchart, actual screens, uml and biz rules rolled up in one.

you can actually show the end user the screen and how it works before you start. Instead of pages of specs it is a visual contract between dev and end users. has one product (webinars on their website)
and there are several others.

(the computerworld story on their site shows another competitor: which has teamtrack and prof. suite)

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by chris jablonski In reply to ITIL - What did it do for ...

Just wanted to point out some of the Datapoint research blog postings you may be interested in checking out for additional ITIL information:

40% of US organizations to adopt ITIL by 2007

Think big...begin small for ITIL success

ITIL adoption underway, but road to maturity long

Chris Jablonski

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