ITIL consulting
IT operations processes that hold up day to day: incidents, changes, problems and service agreements.
What ITIL is
ITIL is a body of recognised practice for IT service management. The current edition, ITIL 4, describes how IT creates value for the people who use its services through a set of practices such as incident, change, problem, service request and service level management.
ITIL is not a tool and not a certification you have to pass. It is a shared vocabulary and a set of proven ways to organise the work, which can be applied at whatever size suits the organisation.
Where it typically goes wrong
Many organisations have a ticketing system but not the processes that make it useful. It shows up as incidents that return, changes that trigger new faults, unclear ownership and service agreements nobody can see being met.
Often the answer is not more ITIL, but doing a few processes properly and making them connect.
What the work can include
An assessment of where the processes stand today, a prioritised plan for the few practices that give the most, and a description of roles, responsibilities and key figures. Once a tool is in place, the work is to configure it to the processes and not the other way round.
ITIL connects to wider IT governance. Frameworks such as COBIT describe how management steers IT, and ITIL describes how operations are carried out. The two complement each other.
Other topics
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