ITIL For The Business User :: Multiverso Incognoscible

Since it was published the library has fast become a global, de facto standard for IT. Supplying IT managers with a strong, versatile and visible solution to handle technology service and align with the business is the key purpose of the ITIL. The effect of ITIL may be apparent in all areas of the IT functions in a business. As time passes ITIL drives an IT culture of proactive relationship with business which pinpoints and solves issues correctly the first time. The organizations that use ITIL can optimize cost containment while focusing on delivering value to their customers.

In the diagram which follows, we can observe how ITIL lies on robust identification of company strategy and goals; these identify the key processes that will be delivered, how they will be delivered, and metrics for baselining achievement.

The processes usually are delivered as services. According to ITIL explanation, a service is a method of providing value to a client by facilitating final results they wish to obtain without the client assigning the costs as well as risks of ownership. IT integration is therefore driven by service with company needs. Since Service Level Management recognizes service company and structures, it is possible to have a precise idea of process, control and responsibility.

The Service Desk, Incident Management and Request Fulfillment give user interface, while giving practical proof of value to the customer.

ITIL Foundation Practices
However, the service concept isn?t generally used by the common business user. He will be worried about the actual way it can affect him individually. For this reason, it is important to deal with services based on business user considerations, in business terms.

Business goals from an ITIL process perspective

Below are the results of recent research in which the business users were asked their main concerns.

Business Priority Business Concern ITIL Process

1 Getting a problem fixed the first time when a problem occurs.
Incident Management
2 Business critical systems need to work correctly consistently. Customer, contract, pricing information and financial need to interact and have a ???single source of truth???; i.e, information should be consistent throughout all views of the application.
That information should match the information that the user expects to see. Service Level Management
3 Does IT maintain my computer and network effectively applied? Configuration Management
4 Are the applications available 24X7 ? Does the help desk keep users on hold? Availability Management
5 Is IT always changing the applications I use, or the way I need to use them? Change Management
6 When something systematic goes wrong, how long is the business affected by it? Can someone else cover affected users? Continuity Management / Disaster Recovery
7 Can clients order what we have advertised (release management)? Does IT take the problems that business identifies seriously, and do problems get resolved in a timely fashion? (Do users seek work-arounds rather than contact IT for a problem?) Are the costs for technology assets appropriate? Release management, Problem Management, Financial Management

The significance of ITIL to the Business User

When an IT firm uses ITIL, the business user may be affected by the following three ways.

1. The Business user might be required by the IT department to collaborate with for the purpose of providing service to the business with corresponds with high-level business strategy and also daily business need.

ITIL Training , ITIL, ITIL

Source: http://dominbenito.com/2012/03/27/itil-for-the-business-user/

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