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Using ITIL for Specific Organizational Improvements

Author: Michael Scarborough 12 April 2013 2,019 views One Comment

team016005RGB75Respondents to the survey were given the ability to enter free-form responses detailing specific organizational improvements that have occurred due to the knowledge gained in the pursuit of intermediate and advanced ITIL certifications. There were numerous specific improvements noted by the respondents. Some of the responses to this question included:

  • Massive process implementation and improvements.
  • We have used ITIL for process development and documentation supporting ISO 27001.
  • The knowledge I gained from the ITIL certifications helped me in standardizing and putting together processes across our IT organization in order to improve our effectiveness in serving our customer base.
  • Improved overall organization health and ability to work within IT budgets that were not increasing for several years.
  • Due to the new rare skill set available to the business unit with my certification, the officers responsible are able to pursue organizational changes in alignment with ITIL framework, for better efficiencies and effectiveness. Personally, I am also able to convince others of the process changes needed to bring  efficiencies in the responsibilities that I own with more conviction.
  • Re-organization of our IT department to better facilitate service management in the business
    • New Project proposal and filtering processes
    • Additional testing and validation improvements
    • Additional business support and change/release buy in
  • IT department transparency. The IT department is now more of a partner with the business. The business knows what IT is doing.
  • Implementation of change management and improvement in alignment with business.
  • We centralized 11 regionally dispersed service desks into one and increased the coverage to 24/7 resulting in reduced costs to provide commonly expected service desk functions.
  • I don’t use ITIL to help my employer, but I do consult with our customers in helping them with their organizational improvements in all process areas.
  • Have formed a new IT Service Management team that I am leading. Have onboarded remaining IT support teams onto common Incident Management process. Working on Problem and Change  Management. Have stood up CMDB.
  • My company has recently established an internal ‘center of excellence’ for ITIL. I am a member of its steering committee.
  • Transition a very siloed model into a service desk (depot) model. Currently integrating incident management with problem management, and designs have been set in place for access management to transition into the service desk.
  • The organization was able to generate additional revenue and reduce information technology expenses through following ITIL best practices.
  • My department was better able to get control of requests of the IT department. This made our customers happier and ended up with fewer requests that weren’t being handled. This reduced delays experienced by the business and saved them money. I learned about this and was given specific examples of how to address this in Global Knowledge’s ITIL certification classes.
  • We were able to align several initiatives that were not going well by implementing aspects of governance as described by ITIL.
  • The organization is responsible for various services. We were able to more effectively manage diverse services including everything from desktop support, to mainframe systems, to cloud computing in a consistent manner that resulted in predictable costs and quality for the business. This survey collected numerous responses that indicated specific and real actions that had value to organizations that were directly traceable to an employee’s experience earning intermediate and advanced ITIL certifications.

What Does This Mean?

Simply put, this survey demonstrated that ITIL certifications hold significant value for both individuals and employers. That value can be demonstrated by clear benefits to individuals as well as clear, documentable benefits to organizations. In addition, these benefits are repeatable across individuals, industries, and environments.

The Future

We intend to conduct this survey periodically in the future and continually improve it. Ideally, we’ll expand this to a broader audience and will further tailor the survey questions to elicit responses that allow a continued determination of whether or not ITIL certifications generate value for both individuals and employers.

Reproduced from Global Knowledge White Paper: The Value of ITIL® Certification

Related Courses
ITIL Foundation Courses
ITIL Intermediate Courses
ITIL Expert Program

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One Comment »

  • Ken Wendle said:

    A very interesting and relevent whitepaper.

    Often people question the value of ITIL training and associated certifications, but this whitepaper puts many of those concerns to rest.

    The responses from real people who live in the “real world” are a strong testimony to that value.

    I’ve often said that it’s never been about “ITIL” or even “ITSM”, but rather using best practices to continually improve the value of the IT organization.

    If an organization is facing challenges in any number of areas, like the idea that “there’s an app for that”, ITSM best practice says “there’s a process for that”!

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