Stronger alignment between IT and the business:
Historically IT has not been a participant in helping to create business strategies, it was normally in the role of supporting them. Recently, with the speed of innovation impacting businesses position in the marketplace, IT has been playing a greater role in helping to develop that business strategy. The ITIL framework enables IT to act as a service provider and become a core and more strategic part of the business. Pre-defined processes and best practices from the ITIL framework enable businesses to react quickly to today's rapidly changing technology landscape, focus on innovation and ultimately keep customers satisfied.
Improved service delivery and customer satisfaction:
Event, incident and problem management processes included within the ITIL framework enable businesses to review performance, perform root cause analysis, resolve issues and through problem management, prevent future incidents from occurring and allows us an end to end view of business, service and component performance.
Greater visibility of IT costs and improved utilization of resources:
By engaging with Financial Management and Service Asset and Configuration Management we can establish a clear picture into costs and usage of our IT assets and how they create value in a service-oriented model. Through these processes in the ITIL framework, we can keep a close check on costs and usage based on detailed metrics which will lead to better budget decisions and greater ROI.
Better management of business risk and service disruption:
ITIL processes provide an agile environment that enhances the businesses ability to respond to changing requirements quickly and without disruption to services. By properly managing change and the release and deployment of configuration items into or out of the live environments we can assure an environment of continuous improvement. Change Management is one of the main components for IT compliance and enables tracking and documentation of all major activities performed on the IT systems and applications thereby ensuring that all risks can be appropriately assessed and mitigated. This leads to more stable environments and supports the idea of being able to support changing business strategies.
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ITIL Practitioner course: www.itsmacademy.com/itilp