ITIL Framework: The Foundation for ITSM Communication

What Is the ITIL Framework?

ITIL stands for Information Technology Infrastructure Library. ITIL serves as a framework to help organizations gain operational efficiencies, deliver business value within IT Service Management (ITSM), and oversee IT service lifecycles in a more effective manner. Its best practice guidelines address end-to-end ITSM and its challenges, aiming to establish service management processes alongside dependable means of continuous improvement. The framework’s current iteration, ITIL 4, acts as the foundation for effective ITSM communication between teams, departments, stakeholders, and customers, incorporating Agile, DevOps, and Lean methodologies.

I have spent the last 20+ years working in the ITSM field. In that time, the ITIL framework has provided the language and the understanding to be able to talk with customers about their business as well as help implement their processes and functions in the best possible manner. I think of ITIL 4 as equipping organizations with the terminology, tools, and culture to develop a set of best practices and work together more effectively, consistently, and securely.

With ITIL 4 training, organizations can:

• Rely on a defined set of industry-standard practices to manage IT-enabled services
• Cost-efficiently build IT environments operating more consistently
• Implement change to IT systems in a more secure way
• Proactively address IT security and compliance 
• Remove operational silos across the organization
• Perform risk management more efficiently
• Strengthen relationships between business and customers
• Quickly adapt to changing organizational requirements

Resolve the Problem & You Will Prevent Future Incidents

Problem Management has always been a focus of mine. Often, it gets overlooked. I feel it is one of the least understood and implemented out of the ITSM processes. Customers become very good at Incident Management, but they find themselves dealing with the same exact incidents again and again, never really getting to the bottom of what is happening or how to remove it. Rather than identifying the root cause, they judge their performance on how fast and well they handle those incidents over time. If you believe the ITIL framework “seems like overkill for the company” or “it does not make much sense for the business we are in,” then picture the potential gains of an effective Problem Management team reducing the activity levels of the Incident Management group.

Do You Speak ITIL?

I have had countless conversations with customers as it relates to ITIL awareness and ITIL training.

When it comes to ITIL, customers tend to fall into one of two main groups:

1. 50% are aware of ITIL.   
• Have even implemented some ITIL practices such as Incident or Change Management in their organization   
• Are looking to expand their ITIL knowledge or to implement additional ITIL practices

2. 50% are unaware or ITIL.   
• Have been exposed to some ITIL topics
• Have limited knowledge of ITIL concepts

This 50/50 breakdown has not changed in the last 20 years. If this is so, why does ITIL 4, its framework, and its principles still command such attention in an IT environment very different from that of the previous 20 years?

How the ITIL Framework Provides Effective Communication Practices

At its core, ITIL represents a codification of processes and practices. By defining ITIL and ITIL Best Practices, it provides a shared language as it relates to service management. As various business entities depend more and more on IT to function, words like ticket, help desk ticket, incident, request, and other general terms are used regularly, but many frequently seem to use these terms differently. Undoubtedly, the service management sphere uses very specific terminology.

Making sure everyone is speaking the same language — not just IT engineers — is critical to success, is key. ITIL, COBIT, Lean, and the many other frameworks for business process and management have one thing as their underlying foundation…effective communication:

• Between departments, teams, and stakeholders within the organization 
• With customers and clients who receive the products and services 
• Between applications, devices, and databases used throughout the IT environment to provide support and services

Without a common language, sharing strategies and techniques can snarl a project or initiative’s planning, execution, and desired outcome. By employing a uniform vocabulary for terms and concepts, for building service management practices and knowledge, for devising efficient methods of measuring improvement and success, this assures everyone is targeting the same objectives throughout the ITIL service lifecycle, especially when it is paramount for the entire organization, its many departments, teams, and the service desk to align organizational goals revolving around IT-enabled services.

Flycast Partners understands organizations want to improve collaboration, respond quickly to changing needs, and better align technologies with business and customer priorities, enabling IT, business, departments, teams, and stakeholders to move in parallel across the organization.

Contact us to learn more about how our ITIL certification training courses and ITIL Simulations can set in motion your journey to service delivery excellence.

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