EXECUTIVE EDUCATION

Improve your organisation’s service delivery with ITIL training

SOURCE: PASCAL PAVANI / AFP
The ITIL framework consists of five areas, each focusing on a different element in the IT service life cycle.


By U2B Staff 

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ITIL is defined as a set of detailed practices for Information Technology Service Management (ITSM) that focuses on aligning IT services with the needs of the business. In simpler terms, ITIL provides a set of best practices for your organisation’s IT functions.

The ITIL framework prescribes specific processes and activities during the design, development, delivery, and support of IT services in an organisation.

It covers the entire IT development lifecycle, from identifying requirements from a business and IT perspective, to designing and creating the solution, to delivering and maintaining the service in a state of continual review and improvement.

Organisations adopt the ITIL framework to ensure that their IT services are delivered according to a set of consistent, well-defined processes that incorporate best practices and processes.

The ITIL framework has wide applications across various industries and is now more important than ever as most organisations rely on IT for its processes.

The ITIL framework consists of five areas, each focusing on a different element in the IT service lifecycle. The five areas include service strategy, service design, service transition, service operations, and continual service improvements.

Service strategy covers what you want your organisation to achieve and how to implement the right interventions according to ITIL practices.

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ITIL processes will help your organisation align its business processes including service portfolio management, financial management, and relationship management to your IT department.

As a business leader, ITIL will help you to not only gain a deeper understanding of what your organisation requires but also enables you to develop the perspective which will allow you to predict how changes may impact your IT operations.

Service design focuses on the architecture, processes, policies, documentation, and continuity process in the IT department of your organisation.

This area will help you evaluate and design your IT services to fulfil the needs of your organisation and will enable you to adapt these services according to changes in the business environment.

The service transition stage will help your IT department manage the steps involved in testing, evaluating, and documenting changes, as well as knowledge management to ensure good decision making when it comes to service transition.

To put it simply, this step will help your organisation improve how it manages IT changes, such as organisation-wide software implementation or updates, ensuring they take off without a hitch.

Service operations in the ITIL process cover every aspect of the day to day operations and management of your organisations’ product or service.

The steps revolve around the principles, processes, operational activities, and functions required to ensure your service or product will perform at optimal levels and does not fail beyond the permitted level.

Additionally, this step can help your organisation to create a service level agreement (SLA) framework for your IT service desk, who are basically the front liners in your IT department.

Effective ITSM also involves continual service improvements, which enables your organisation to prepare for continuous and ongoing improvements. The final module of ITIL is the continual service improvements that manage this aspect of your IT service delivery.

This final module provides the provides tools and guidance to evaluate risks and success factors within your organisations’ service or product delivery.

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How ITIL certifications can help improve service delivery and efficiency in your organisation

Providing ITIL training for your people will greatly impact the efficiency of your IT department which will generally translate into better products and services.

Finding the right training is not hard as there are hundreds of accredited ITIL training providers that deliver ITIL training programmes that come with ITIL certification examinations.

ITIL currently offers five certification levels, foundation level, practitioner level, intermediate level, as well as expert and master levels.

Investing in ITIL training for your people will not only help you understand your customers better but will also enable you to deliver services that suit their needs. This will help your organisation develop long-lasting relationships with clients and improve your reputation.

ITIL certified personnel can help your organisation not only predict potential problems and prepare for them but also help you address the right issues in your service delivery. This includes improving your risk management process by predicting and reducing service disruptions and failures.

The alignment between your IT department and other functions in the organisation is vital for enterprise architecture development and can help you create a stable service development environment that supports ongoing change.

Essentially, ITIL certified personnel in your organisation will take the lead as your organisation adapts through changes in technology and compliance. This will help your organisation to continue growing amidst disruptions thus maintaining your competitive advantage.