TRIGGER: How can IT Operations (ITO) add business value beyond deploying basic ITIL processes?

SETTING: Many ITO teams are unsure how to add business value beyond basic ITIL processes. ITIL is well suited for this task but many ITOs and customers are not. Here we examine how to move from basic ITIL processes to facilitating business outcomes.

SUMMARY: It is virtually impossible to add business value from ITIL activities without active customer engagement and sufficient resources. Building a business-IT relationship is never an easy task, especially so when existing services do not meet customer expectations. Implementing ITIL processes to stabilize service delivery can increase ITO maturity and free resources to focus on customer-driven innovation. Plan carefully as the skills required to stabilize service are often not the same as the skills required to build a coalition with business customers -- a critical element in adding business value. For an ITO team to add business value beyond deploying basic ITIL processes requires a one-two punch: stabilization then optimization. Focus on stabilization to satisfy customer expectations and build rapport. When ready engage the customer and jointly document customer utility and/or warranty requirements. Basic ITIL processes set the stage for enhanced business agility, innovation, and revenue growth. In most cases, planning to use the resources freed from process stabilization efforts to realize customer directed service improvements is the most successful approach to adding business value beyond basic ITIL processes.

Download or view full brief in PDF to see WHAT YOU NEED TO KNOW and WHAT YOU NEED TO DO

See back issues of more FREE Marquis IT Leadership briefs you can trust and use to gain an unbiased, rich, detailed and highly practical understanding of Complex IT Operations Initiatives.

KEYWORDS: ITIL, business agility, innovation, warranty requirements, customer utility, service improvements, business outcomes, business value, customer expectations, business customers, maturity, optimization