ITIL FAILURE

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Introduction

ITIL is an initial that is used to represent Information Technology infrastructure library.

This is a term that is used mostly in the field of information technology. Information technology

infrastructure library refers to the set of practices that are done in the management of IT services.

They mainly focus on the process of aligning the services provided through Information

Technology. It also bridges with the needs that the business usually has. In the current context,

the ITIL has been published in a series that comprises of five important volumes. Each and every

volume tackles various IT service management stages in the lifecycle1.

The ITIL is aligned in such a way that it can form the core process of any business need.

It is able to act as guidance to the individuals or organisations that apply it. Through it, the

organisation is able to use the various tools that are in Information Technology to expand their

businesses. One of the key mappings that have been done to the ITIL is in the ISO 20000. The

main reason why this has been done is to ensure that the requirements for the ISO 20000

certificate are fully met. It also ensures that the independent nature of the field is also achieved

fully by the application of ITIL. This enables various practitioners involved to demonstrate how

much they are able to adopt and adapt to the laid down frameworks2.
1
Ahmad, Norita, Noha Tarek Amer, Faten Qutaifan, and Azza Alhilali. "Technology adoption model and a

road map to successful implementation of ITIL." Journal of Enterprise Information Management 26, no. 5

(2013): 553-576.

2
Hastreiter, Stefan, Moike Buck, Franziska Jehle, and Heiko Wrobel. "Benchmarking logistics services in

German hospitals: a research status quo." In Service Systems and Service Management (ICSSSM), 2013

10th International Conference on, pp. 803-808. IEEE, 2013.

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ITIL as used in determining failure

Failure in simple terms can be said to be the deviation from the goal that the organisation

has at the end of the day. Once an organisation has formulated its goals, the whole departments

of it must know about that issue. In this section, I will try to review how important the ITIL will

help in determining some of the commonly seen failures that can be spotted in the business.

The first way through which this will be realized is due to the fact that ITIL will be able

to provide and framework that will deploy, retire and improve the services that are provided by

the organisation. The lifecycle of the ITIL service will always provide a framework that will help

in improving the services that are related to IT. By using the strategy core, the organisation is

supposed to work as per the portfolio that has been created. This will consist of services in line

with catalog, retired and pipeline services. It will also be able to provide an indicator of an

overall view of the services that are offered by the organisation. In a case where these can no

longer be followed, one will easily assert that the organization or the business has failed in most

of their strategies3.

The other area that also matters a lot is the design core area. This will be able to provide a

roadmap that the organisation will use when it comes to changing or adding the services

provided in terms of ITIL environment. If this cannot be case, then there are high chances that

the organisation will automatically fail to deliver. Transition core area can also be used as an

indicator of the same issue. Through it, the organisation will be able to move from a given state

3
Melendez, Karin, Abraham Dvila, and Marcelo Pessoa. "Information technology service management

models applied to medium and small organizations: A systematic literature review." Computer Standards &

Interfaces 47 (2016): 120-127.

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to another one which is different from the initial one. Finally is the core area of operation. This

will help the assist the company in knowing whether they can deliver their IT services effectively

and even more efficiently. If this will not be achieved, it will be clear that the organisation has

failed in implementing their strategies.

ITIL as an opportunity to remove root cause problem

The issue of problem solving is very critical in any organisation that is present. One of

the areas where ITIL is used can be applied in this situation. One of the applications is the

service desk management which I will concentrate on very much. Management of an incident

involves so many functions that must be all fulfilled. The most important one is the service desk

which is in most organisations referred to as the help desk. In any organisation, the help desk is

usually a single point where users or clients of the organisation can report some of the incidents

they have seen in the organisation. Without this point, the structure will be limited. The incidents

of higher priority will be ignored much easily and those of low priority will be given the first

attention when compared to the others.

Through the service desk structure, the issue that has been presented to the organisation

will be solved promptly without delay. This is due to the fact that it will encourage the transfer of

knowledge between the supporting staffs in the organisation. It will also be able to perform the

following functions at the end of the day. The collection of IT trending data, creation of models

of self-service and effective management of any problem will be fully realised.

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Bibliography

Ahmad, Norita, Noha Tarek Amer, Faten Qutaifan, and Azza Alhilali. "Technology adoption

model and a road map to successful implementation of ITIL." Journal of Enterprise

Information Management 26, no. 5 (2013): 553-576.

Hastreiter, Stefan, Moike Buck, Franziska Jehle, and Heiko Wrobel. "Benchmarking logistics

services in German hospitals: a research status quo." In Service Systems and Service

Management (ICSSSM), 2013 10th International Conference on, pp. 803-808. IEEE,

2013.

Melendez, Karin, Abraham Dvila, and Marcelo Pessoa. "Information technology service

management models applied to medium and small organisations: A systematic literature

review." Computer Standards & Interfaces 47 (2016): 120-127.

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