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My answers to some of your Service Management questions

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What is the difference between Service Management and ITIL?

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Consider any service industry, such as teaching, banking or restaurants. Each of these industries have their own unique set of challenges – not only in its industry, but also as an organization’s maturity grows. As a restaurant, for example, grows from a neighborhood eatery to a national chain, the ways of working must become more formalized.  This formalization allows the restaurant to be more consistent in their delivery of services and, hopefully, more profitable.

 

The restaurant may choose to develop their own ways of working or may refer to any number of restaurant best practices that exist.  These published best practices allows the restaurant to learn from what others have done and found to be the most effective way of conducting business.

Over many decades, IT has emerged as a service provider. Instead of just providing technology, the business depends on IT to deliver services.  These services facilitate the business’ outcomes to be achieved.  As a service provider, an IT organization may choose to develop their own ways of working or may learn from others in the industry. This is where the IT Infrastructure Library® (ITIL) comes in.

Just as an economist doesn’t learn economics from on-the-job training, but from books on economics, we in IT now have an authoritative set of books to rely on for guidance.

Written by people in the IT industry, ITIL is a set of best practices that an IT organization may choose to implement as their way of working. The five volumes of the IT Infrastructure Library provide a methodology to manage the life of an IT service through Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.

As an IT organization grows, ITIL provides this set of practices that can ease organizational growth through this comprehensive set of IT best practices. Instead of struggling through organizational growth, ITIL provides a vision for the IT service provider.

Since its debut in the 1980’s, ITIL has been adopted by organizations of every industry. As IT has matured alongside the business, new best practices have been established and incorporated into ITIL. The latest publication, ITIL 2011 provides a comprehensive set of best practices at all levels – from high level decision making to daily operation of services.

The true benefit of ITIL, however, is that an organization does not have to adopt each and every best practice. ITIL is flexible enough that it doesn’t require every bit of it to be adopted. Instead, an organization can choose the parts to adopt and as the organization grows not only in size, but also maturity, further investment can be made in adopting additional ITIL best practices. 

As ITIL adoption continues to grow, there is nothing that limits an organization from going beyond the bounds of the pages in the ITIL guidance. In the future, these organizations will produce the next set of best practices that will be included in future publications of the IT Infrastructure Library.

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I've been an ITIL instructor for over a decade teaching thousands of students around the world. My satisfaction comes from the "lightbulb" moment when students "get it". During these times I can see how they have figured out how to solve an issue that they have been struggling with or they see the vision of how their organization can become more competitive.

I teach primarily virtual courses which allows me to continue to connect with students without the stress of travel. My wife and three dogs appreciate this too.

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  • PRASAD DESHPANDE
    PRASAD DESHPANDE Sunday, 08 January 2017

    The answer given by Mr. Brady are very simple to understand the concept if ITIL.

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Guest Wednesday, 23 August 2017

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