Posted: Tue Feb 15, 2011 4:39 am Post subject: Is ITIL implementation effective in non-IT orgs?
In small and medium based organizations like non-IT sectors like pharma, manufacturing etc, can ITIL be implemented effectively? One of the fundamental challenge in most of such organization is the quality of the IT staff in executing the work. For example, though they show interest in adapting ITIL and claim to have implemented SLM, they would have implemented only service support SLAs like resolution and response time SLAs. With due respect to them, the technical strength of IT staff is not sufficient enough to handle/troubleshoot/resolve issues. If they have to get a highly skilled IT labour, they would have to pay more than the personnel of their core business and so practical it is not possible.
In companies where IT is outsourced to a 3rd party, it is more issue. The goal of IT department is get as many incidents logged so that they can make more business, whereas the goal of the business is to reduce the incidents and improve IT service. Both doesn't meet and the business owners rightly doesn't see the benefit of implementing ITIL.
When the ITIL consultant highlights these gaps and indicate the need for more investment in improving the staff, services etc, management doesn't understand the long term benefit. ITIL is implemented more at the level of service support and service desk and not beyond that.
Given that the cost of IT labour is more than the staff in those industries, is it really practically possible to implement ITIL and benefit from it?
Joined: Sep 16, 2006 Posts: 3536 Location: London, UK
Posted: Tue Feb 15, 2011 6:55 pm Post subject:
ITIL is for all companies that have an IT Department
The objective of ITIL is to better manage the services that the IT Department of a company provide to the business side of the company _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
It is true that ITIL is meant for all companies that has IT department, but my question is how to overcome the challenges in implementing ITIL.
While the gap analysis will show that the IT staff is under skilled, no problem management staff etc, which requires more investment on IT to improve the services.
But the objective of the management is to reduce the IT costs. They think that by implementing ITIL, it is going to reduce the costs immediately, whereas the gaps show that it requires more investment in order to follow the systematic approach and see the benefits only in the long run.
As I mentioned before, some of the companies implement only service support processes and claim to have implemented ITIL, due to lack of understanding.
Is there any suggestion to overcome such challenges? How do we show/prove to the management on the benefits of investing to improve the gaps.
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