How to Get ITIL Done

OPALIS GUIDE

"IT has done a terrific job of automating processes around developing software, but the opposite is true when it comes down to automation in operations and production environments." Jean-Pierre Garbani, Forrester Research
HOW TO GET ITIL DONE
I mplementing ITIL and making it a reality.

Few would argue over the crucial role of IT in today's center processes. Although most data center tools economy. In our lifetime, we have witnessed IT (monitoring, provisioning, virtualization, service desk, evolve from a limited service function into a critical etc.) provide deep task automation within their core competency of modern organizations. solutions, they do not automate processes between applications, departments or data silos. This creates a Stepping out of the shadows and into the limelight substantial load of additional manual work for IT staff. has created new challenges for IT, however. Expectations have risen dramatically throughout all Since most IT managers are interested in optimizing levels of the organization and its ecosystem of the use of their resources by reducing the amount of customers, partners, investors and stakeholders. redundant work done by their staff, there is a strong Everyone expects - and demands - more from IT. motivation to leverage ITIL processes by automating them to the greatest extent possible. Despite the implications of Moore's Law, IT still represents a significant investment for most Automating ITIL processes requires a platform that organizations. Faced with increased demand and orchestrates applications, automates tasks and finite resources, many organizations have set their integrates data between systems. The automation sights on three broad goals: platform should be capable of performing these duties simply, swiftly and effectively to ensure . Reducing IT costs consistent results and steady progress towards the . Increasing IT efficiency goals of reduced costs and improved service levels. . Optimizing existing IT infrastructure COMMON IMPLEMENTATION HAZARDS Achieving these three goals requires buy-in from top The experiences of several hundred organizations management and serious effort across the reveal that ITIL initiatives tend to stumble for a variety organization. Integrating and automating core of reasons. The top three causes for ITIL business processes are requisite steps. implementation problems are: Organizations that ignore these requisites will find it increasingly difficult, if not impossible, to extract 1. Human Weak Link Failure value from IT investments. It is impractical to assume that humans will follow the ITIL IS THE PRACTICAL FRAMEWORK rules described in ITIL methodologies to a tee. To be Fortunately, a roadmap for achieving the crucial successful, enterprises need to remove humans from goals already exists. The Information Technology the process as much as possible and instead rely on Infrastructure Library (ITIL) provides a common automation technologies to better chances of framework of all IT activities. This framework enables repeatability and consistency. companies to identify, define, communicate and implement best practices throughout their IT 2. Process Definition Scope Creep organizations. ITIL also empowers IT organizations to align themselves with the business goals of the Oftentimes, enterprises do not put enough thought larger organizations they serve. into the constraints of the definition of processes they want to document and enforce, rather it becomes a Additionally, the adoption of ITIL often results in "what should we do" exercise versus a "what do we improved customer satisfaction through a more need to do" exercise. professional approach to service delivery and better delivery of third-party services through 3. Communications Failure standardization around ITIL as the basis for service delivery in services procurements. IT personnel often fail to market their ITIL project as a way to drive both internal efficiency and service levels, The process of standardization and alignment is and try to use the ITIL label as the main message. ITIL achieved primarily by defining and automating data projects are costly, therefore, IT staff should be able
Automation is Crucial to Successful ITIL Initiatives Page 2 of 5 Copyright (c) Opalis Software, Inc. 2006.
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