You may see Information Technology Infrastructure Library (ITIL) course as part of our IT program modules. What is it exactly? How can it impact business performance? And why is it important to learn about it?
Based on IT Library, ITIL defines the organizational structure and skill requirements of an information technology organization and a set of standard operational management procedures and practices to allow the organization to manage an IT operation and associated infrastructure. The operational procedures and practices are supplier independent and apply to all aspects of the IT Infrastructure.
As cited on CIO, ITIL is a framework of best practices for delivering IT services. ITIL’s systematic approach to IT service management can help businesses manage risk, strengthen customer relations, establish cost-effective practices, and build a stable IT environment that allows for growth, scale, and change.
ITIL was originally created by the British government’s Central Computer and Telecommunications Agency (CCTA) during the 1980s. It first consisted of more than 30 books, developed and released over time, that codified best practices in information technology accumulated from many sources (including vendors’ best practices) around the world.
Since 2013, ITIL is owned by global best practice company Axelos. Axelos gives businesses the license to use the ITIL framework while managing updates and process changes. However, to use ITIL internally, organizations do not need a license.
Axelos announced the latest ITIL guidelines in 2017 and released ITIL v4 and related modules the year after. The latest version encourages fewer siloes, more collaboration, communication across the entire business, and integrating agile and DevOps into ITSM strategies.
What’s in ITIL?
ITIL 4 contains nine guiding principles that were adopted from the most recent ITIL Practitioner Exam, which covers organizational change management, communication, and measurement and metrics. These principles include:
- Focus on value
- Design for experience
- Start where you are
- Work holistically
- Progress iteratively
- Observe directly
- Be transparent
- Keep it simple
The newest version of ITIL focuses on company culture and integrating IT into the overall business structure. It encourages collaboration between IT and other departments, especially as other business units increasingly rely on technology to get work done. ITIL 4 also emphasizes customer feedback, since it’s easier than ever for businesses to understand their public perception, customer satisfaction, and dissatisfaction.
Along with the ITIL comes a whole suite of consulting, training, and certification services.
How can ITIL improve company’s performance?
A well-run IT organization that manages risk and keeps the infrastructure humming not only saves money but also allows business people to do their jobs more effectively.
ITIL provides a systematic and professional approach to the management of IT service provision, and offers the following benefits:
- reduced IT costs
- improved IT services through the use of proven best practice processes
- improved customer satisfaction through a more professional approach to service delivery
- standards and guidance
- improved productivity
- improved use of skills and experience
- improved delivery of third-party services through the specification of ITIL or BS15000 as the standard for service delivery in services procurements
According to Axelos, ITIL can also help businesses improve services by:
- helping businesses manage risk, disruption, and failure
- strengthening customer relations by “delivering efficient services that meet their needs”
- establishing cost-effective practices
- building a stable environment that still allows for growth, scale, and change.
It’s never too late to enhance your skills in information technology as the demand for IT talents is getting higher in today’s job market. Find out the IT program for you here, or reach out to us here to discuss your study plans and funding opportunities.