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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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ITIL, CobiT etc

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

As a consulting company, many of our clients use ITIL, some use CobiT and some both. ITIL is a bit heavy and doesn't deal with the business issues very well - it's OK for managing the engine room of a big ship. CobiT is strong on governance issues and is beng implemented in support of SOX compliance. If all you want is quick policies and procedures, check out GEE's IT Policies and Procedures (Gee Publishing, UK) - they are cheap (a few hundred dollars) and pretty reasonable, in hard copy and on CD.

Andrew Hiles

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Different issues, different solutions

by IT-Governance In reply to ITIL, CobiT etc

I think ITIL processes are very useful when organising IT system management. This makes it indeed suitable for managing the enigne room. It works for smaller organisations too. The same processes fit to the size of the organisation.

Cobit has an IT auditing background and is now expanding with an IT Governance usage.

From an IT governance perspective the business and IT alignment offers possibilities. Have a look at

Hubert Vellekoop

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ITIL Implementation

by Covey's Acolyte In reply to ITIL - What did it do for ...

I work in an organisation of 100,000+ employees and we are midway through a Global project to embed ITIL processes in our IT functions. Any implementation on this scale is going to have some problems, but already the benefits are becoming clear. To say it is ?too cumbersome? shows (in my opinion) either a lack of understanding of the processes or a lack of imagination regarding an implementation approach. A lot of the areas ITIL covers are areas your organisation will have to deal with anyway (or should be dealing with!), so it?s not as if you can avoid all the issues ITIL can help you with. I would strongly recommend a re-assessment.

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For ITIL Implementation, you need Management comittment

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

ITIL framework being highly aligned to the business, certainly brings in business benefits. I am part of a leading IT services company & we are offering Infrastructure Management services to our customers, which are ITIL aligned.

If you wish to implement ITIL in your organization, please note that this will mean aligning the SD structure to ITIL & may also mean culture change. The Management team should be open for these challenges.

- Sudhir Pakhare

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ASL handles applications where ITIL handles infrastructure

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

I consider ITIL very useful for handling the IT infrastructure. For handling business applications services and support I would use the Application Services Library (ASL) framework.

ASL has a process approach geared specifically to applications. I learned ITIL and ASL fit nicely together enhancing service management even further. ASL is public domain and can be found at

Hubert Vellekoop

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You NEED management commitment

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

I have completed the Masters (Managers) certificate in ITIL and found it very challenging and not just a walk in the park. It has opened significant doors for me and holds a high level of credibility in the industry because it takes a lot of effort to achieve.

Implementing ITIL:
Your IT director doesn't know much about ITIL if she thinks it is too cumbersome. I commenced implementing the Service Desk Function and the incident management process (1 out of the 10 processes) and we are probably only at a maturity level of 2 out of 5. The result? Double our call-taking and resolution throughput with no additional staff. I have a service desk team of 8 handling over 58000 calls per year and resolve over 90% at first level! But ITIL is no silver bullet and mostly requires a 'mindset' or cultural change. I wouldn't bother implementing it at where you are, because the most critical thing you need is management commitment and it sounds like you don't have it. Gain your ITIL qualification, the find a company who values it and work for them.

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Agreed...upper management buy-in is a MUST!

by Slopneck In reply to You NEED management commi ...

I hold the ITIL Foundations certification and have completed the Service Delivery masters track. I believe in ITIL 110%. That said, I have found that it is next to impossible to implement the ITIL best practices unless you have buy-in and support from upper-level management. The primary reason being that ITIL is not a single organizational unit thing. It involves the entire IT department to provide input to the processes and procedures to make it successful. At the end of the day, however, it is well worth it.

I wish you luck in your efforts.

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ITIL cumbersome = too much money?

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

Her real reason could other than stated. If this was the top person in IT who did she report to? That person might have said we have no funds for stuff like that. Do other areas of the organization have as poor documentation? If so it could be a cultural thing. What part of ITIL are they thinking of implementing? It is important to build on a foudation that is understood and achieveable. I have been part of ITIL implementation and can assure it works well if implemented properly. It is a long process with many interations but in the end will make the management of an organization easier. Think of it as a play book for some sport. All players know what the play (procees) is and what is expeted of them and how to do their part. If thing like SLA's are implemented the customer knows what to expect and life should be easier for IT personnel. As others have stated, if this is the persons attitude she might be happier woking elsewhere. I would suggest you contact companies that have implemented ITIL and chat with them. ITIL will certainly benefit all departments of a company if implemented correctly. Again, do not rely on this person alone as testamony to the worth of ITIL.

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ITIL is a guideline

by jodi13 In reply to ITIL - What did it do for ...

Yes we have implemented ITIL and yes it has worked for us. What it did for us what to tighten up our process and gave us the ability to truly define roles within our dept. We are a small arm of the federal government and we took the recommended path of implementing incident management first as it was something that we as an IT desktop support department knew what we were currently doing enough to add ITIL flavor to our current process. I would say that the strongest influence that ITIL has had on us is to really define what it is that we are doing. Performing the ITIL assesment forced us to take a hard look at how low we had scored on it. It was a good wake up call, because as most of you know, many IT departments are currently suffering from the "good enough" syndrome and it is not because that's all we want to do, it's usually because there isn't a budget to implement these niceties. ITIL is worth the effort and even if the Microsoft version takes over (MOF) it still is something that IT departments desperately need and will benefit from. Also - ITIL is the only mandatory course we impose on new hires. All of our dept are ITIL Foundation Level certified.

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Framework = Clothes Hanger

by f-3873986 In reply to ITIL - What did it do for ...

I have had the joy and the pain to have been involved in several ITIL implementations over the past 8 years. Some have been successful, others have not.

If you think that ITIL (any framework or methodology) is going to be a cure-all, easy patch, guess again. ITIL and it's cousins are frameworks that layout at a high level how things should look, work and flow. It is not a governance instruction set or a box of predefined procedures. You still have to develop policies, processes, procedures, standards, etc. But you are developing them with the same goals in mind.

What ITIL provides is a common starting point for everyone in the organization, and a guide book on how things will fit together towards the common goals.

ITIL, COBIT, ISO, whatever your flavour, are all intended to create uniform, repeatable, auditable processes and procedures. They are as cumbersome as you make them. The fact that you are winging it, and have no clear processes and procedures is an indicator that you could benefit from ITIL or any other framework. Not understanding the framework seems to be your management team's largest issue. This seems to be common.

When it has been done successfully, the companies spent money up front, on training the management teams at each site, and training their trainers, who in turn brought an understanding of ITIL to those who need it most. The staff and administrators.


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