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Value of ITIL Process Framework
Value of ITIL Process Framework
Wipro Technologies
Innovative Solutions, Quality Leadership
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Table of Contents
INTRODUCTION ............................................................................................. 3 DEFINITION OF VALUE PERTAINING TO IT SERVICES ................................... 4 HOW ITIL DOES ADDS VALUE TO IT SERVICES ............................................. 4 CONCLUSION ................................................................................................ 7 REFERENCES ............................................................................................... 7 GLOSSARY ................................................................................................... 8 ABOUT THE AUTHOR .....................................................................................8 ABOUT WIPRO TECHNOLOGIES................................................................... 8 WIPRO IN TECHNOLOGY INFRASTRUCTURE SERVICES.................................9
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Introduction
Leading companies shift from purely a cost- oriented focus to a value-oriented focus. It has been found that the most forward-thinking, best practice companies have begun a shift away from purely operational metrics and measurements towards tracking the business value delivered by their IT initiatives. CIOs have traditionally delivered the requested technologies to the business at the lower cost through a combination of specialty service providers and internal services. The Best CIOs recognize the flaws associated with this approach; this forces the discussions about the value of IT to be based strictly on cost. The more savy CIOs are moving toward a role that has them focusing on cost effectively maximizing the business value enabled by IT. (Source: IT Trends 2003: IT Services; from Giga Information Group). As the IT organizations role moves beyond efficiency to Business effectiveness, implementing an ITO value management process is crucial to optimizing an organizations return on the IT investment. In this new scenario the words like best practices, process optimization, quality of service and alignment of IT services to business etc. do not remain mere buzzword; rather they have turned out to be the lifeline of all ITOs. It is essential that ITOs and service providers adopt world-class processes and best practices so that they dont learn and grow through the path of trials, errors and tribulations.
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Less adverse impact of changes on services, reduced no. of failed changes Increases Uptime Improves Availability
Improved Qu li y f Service
Speed and accuracy of resolution increases
Known Error DB
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CMDB
Decreases Rollbacks, Incidents caused by incorrect cha es Problem Management process Incident volume and Firefighting decreased
I
Accurate Rollouts
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CMDB
Better scripts and Knowledge Base will increase the incidents resolved At L1 (Service Desk)
Known Error DB
Conclusion
As outlined in this document, the benefits of adopting and implementing ITIL are many. Organizations have cut costs, improved their efficiency effectiveness significantly. The enterprises should adopt ITIL as a discipline. All improvement efforts in IT service management should be done with ITIL as a frame of reference.
References
1. Effects of the British Standard on IT service Management, Gartner Research note. 2. IT Trends 2003: Offshore outsourcing, Giga Information group 3. Best Practice for Service support, and Best Practice for Service Delivery, ITIL the key to Managing IT services. 4. Melissa Shaw, Network World Management Strategies Newsletter
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Glossary
ITO - IT Organization ITIL Information Technology Information Library QoS Quality of Service SLA Service Level Agreement CMDB - Configuration Management Database
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