If you’re a professional in the IT industry, you’d have no doubt heard of ITIL.
ITIL (The IT Infrastructure Library), a framework for best practice in the IT industry, is becoming widely adopted in the UK. Well-established businesses such as British Airways, British Telecom and Royal Mail are successfully using ITIL to streamline their IT systems and processes. ITIL’s main differentiator is the shift in focus away from the technology being used, and towards the end user, with the ultimate aim of providing improved services for business’ needs.
Work Smarter, Not Harder
The successful implementation of ITIL across a business can have profound effects on performance, as aligning systems and improving the user’s experience can improve efficiency and even staff morale – enabling people to work smarter rather than harder. These changes can also positively impact customer satisfaction, as the needs of the customer can be better focused on rather than failing or inefficient processes.
The case for using ITIL within British Telecom is clear; as a company that delivers ICT services to its customers on a national scale, there is a requirement for seamless communications services. ITIL has helped BT to improve its offerings to customers and staff and to deliver better performance for the business.
The success of ITIL on a global scale – NASA, Microsoft and Shell have all adopted the system – proves that the system has a wide and universal appeal. Although reports of its success in sprawling UK companies like Royal Mail show how it can have an impact on larger businesses, ITIL is also available for successful implementation within smaller businesses; the system is designed to be adaptable and transferable.
ITIL and Service Management training is being used by many UK businesses to help employees to understand and successfully implement ITIL concepts. Whereas traditional approaches to technology have led users to expect the technology to be the solution to their problem, the ITIL approach enables users to work with technology to get results – the relationship between user and technology is more mutual and interdependent. A business’ investment in training can help staff to feel ‘part of the process’ of change, and improve morale as they are empowered to make a difference through improving their working processes.
Where can you learn ITIL?
Depending on the individual business’ requirements, there are a range of ITIL and Service Management courses available. Courses can be attended through a variety of mediums – including online and public classrooms, and you can easily find out more about ITIL and its benefits to your business and its staff. Courses can be a useful, interactive way to get a business’ staff on board with ITIL.