To (I)TIL or not To (I)TIL

November 9, 2010

To (I)TIL or not To (I)TIL

We all know that a farmer is plagued with the perplexing problem of whether to till or not to till? Till means to prepare the land and soil for the raising of crops; cultivate. Nonetheless, if they are to reap the benefits of the harvest, they must know where, when and how to till. For without tilling, chances of a greater harvest are lessened and the quality of production would be minimal.

Now that I have gotten your attention, we can focus on the real aspects of TIL, but from the perspective of (I)TIL which stands for Information Technology Infrastructure Library which focuses on quality, just as the farmer does. ITIL is just what it is > a Library, but of a technical nature. ITIL was published by Office of Government Commerce (OGC) in the United Kingdom. It consists of books that document process optimization relating to the service life cycle. The components include service strategy, service design, service transition, service operation and continual service improvement1.

Information Technology managers wear many hats to administer IT operations; much like farmers who use many tools to produce quality crops. Therefore, it is imperative that IT managers know the ins-and-outs of ITIL, as well as, its importance. The recent version 3 emphasizes the need for a quality life cycle which requires all vendors to use common standards and speak the language when addressing problems, incidents and issues within an organization2. Many times these standards and language allows the vendors to excel in customer satisfaction.

In addition, the decision to use ITIL has been chosen tool for those in technology. In recent years, a quiet revolution has occurred in IT service management, due to the introduction of ITIL. It has spanned from government data centers in the UK to IT departments around the world. This is because IT managers are under pressure to reduce costs while helping the organization generate revenue, and provide fast, cost-effective service to their customers3. It is like the “miracle grow” a farmer might use to assist with the growth of their crops! Therefore, ITIL serves as the tool to provide the effective management and control of IT service delivery and support. ITIL has two components (1) service delivery and (2) service support. Service delivery has five entities and service support has six entities4.

Service Delivery

1. Service Level Management

2. Financial Management

3. Capacity Management

4. IT Service Continuity

5. Availability Management

Service Support

1. Service Desk

2. Incident Management

3. Problem Management

4. Change Management

5. Release Management

6. Configuration Management


Just as a farmer tries to align their various types of crops after the tilling process, ITIL tends to lend a hand to that same effort in organizations. For example, by placing ITIL in the internal domain as a substitute for the IS infrastructure process, it has been shown to improve the alignment between IT and business objectives5.


The adoption of ITIL principles and policies has greatly improved first-call resolution for help desks issues. ITIL adoption are improving IT service levels and increasing the efficiency of delivering IT services. For example, it occurred when Phillips Lighting implemented ITIL into its organization. The first-time resolution of calls to the help desk reached more than 94% which gave the experienced staffers more time to work on more complex problems and longer range projects6.


You have read about ITIL as it relates to the definition, components, alignment and speed; now we will have to address the ITIL fears. There are tens reasons corporations fear ITIL7:

1. Change

2. Measurement

3. Process limitations

4. Process selection

5. Investment

6. Buzzword bandwagon

7. Complexity

8. Executive expectations

9. Organization size

10. Stifled creativity

These fears are those that would haunt any organization when dealing with the implementation of a new product or process. However, it would be the same fears faced by the farmer. Remember, in the golden days, farmers used their hands to cultivate the land. Nonetheless, over time, their attitude began to change when the mobile tractor came on the scene. The wooden plow, hand-held shovel and the wheel barrel almost seemed to vanish completely from their memory!

So, with ITIL the old language and standards have now become the new language of IT Service Management which allows organizations to reap the benefits of ITIL implementation which cultivates the greatest harvest >> QUALITY and CUSTOMER SATISFACTION!!


1, 2 Fisher, Cameron. "Opportunity-driven IT service management." Journal of Digital Asset Management 4.6 (2008): 377+. Academic OneFile. Web. 8 Nov. 2010.

3, 4 Cater-Steel, Aileen, and Mark Toleman. "Education for IT service management standards." International Journal of IT Standards and Standardization Research 5.2 (2007): 27+. Academic OneFile. Web. 8 Nov. 2010.

5 Kashanchi, Ramisa, and Janet Toland. "Can ITIL contribute to IT/business alignment? An initial investigation." Wirtschaftsinformatik 48.5 (2006): 340

6"Up to speed: ITIL proponents are seeing the methodology bring consistency and transparency to IT practices." American Executive 6.5 (2008): 30+. Academic OneFile. Web. 8 Nov. 2010.

7 Dubie, Denise. "10 reasons ITIL spooks IT managers; The best practice framework promises more operational efficiencies and better service management, but ITIL still scares some." Network World (2007).

[Tags >ITIL, framework, quality, service
management, service delivery, service support]

“By: ANJE”

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