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So, Why ITIL?

Jun 30, 2008

ITSM Watch Staff


She is hoping that ITIL processes will create a tool set that will provide IT staff with a framework for incident management, change management, auditing of operational tasks, and access control. She wants to be able to take the process from the level of “knowing what assets are owned” down to the “role level of knowing what each employee is doing.” The ITIL tool kit allows you to set up roles for people, provide specific roles “and perform activities within the software” like generate reports, much of which is required to be in compliance with Sarbanes-Oxley.


Of the three organizations, the Court Square Group has the longest experience with ITIL. With customers ranging from health care to financial institutions, pharmaceuticals and general manufacturing companies, must sometimes meet industry-specific requirements. For example, one pharmaceutical customer operates under the FDA's 21 CFR Part 11 standard for research in drug manufacture, which means that, as part of its contractual arrangement, Court Square must "follow certain processes and procedures and document the best practices we follow,” said Parent.


Then there are the multitude of communication issues that arise on any given day between the IT and business departments, which make it hard for third parties like Court Square to meet customer needs.


“A lot of times customers have ideas of what they want to build, but need to satisfy regulations … the IT guys want to reinvent the wheel.” He often finds IT departments to be “moribund and rutted; always fighting fires.”


About seven years ago Parent was looking for consistent practices to create order from confusion, if not chaos. He wanted a common platform for dealing with customers and for hiring and training purposes. Court Square already had “a developed a disciplined methodology before we were even aware of ITIL requirements," he said. "Later, when we implemented them, we found they matched perfectly."


Having the ITIL base has made it easier to function and meet customer's quality requirements. "It creates documented working procedures so we can absorb the requests of our customer base and exceed their requests from the get-go," he said, adding that having a series of processes, procedures and tools creates “a more efficient use of our services that allows us to manage our customers, makes it easier to hire and provides for more consistent delivery.”


All of which illustrates Wendle’s point that “people take ITIL as a raw material and determine how to apply it as the practice of ITSM.”


In fact, he said HP itself promotes ITSM internally to “strategize, design, position and maintain IT services, as well as deliver value to the business. We promote ITIL because it's a best practice to accomplish values,” along with “reducing the cost of IT services, improving the quality of ITS services through a consistent delivery mechanism and better alignment of IT with business requirements.”