The Power of ITIL Knowledge for Enterprise Workforce

Vara Prasad Rongala

According to research firm Gartner, Indian IT spending will touch $73.3 billion in 2015, which is up by 9.4% from $67.1 billion in 2014. This consistent increase in spending has seen the emergence of new generation ‘high performing’ IT departments, which are taking advantage of new and upcoming technologies. Today, the $118 billion Indian IT sector is competing with major MNCs to win large IT outsourcing contracts. Along with digital, the SMAC (Social, Mobile, Analytics and Cloud) technology stack plays a key role in all the new deals that are taking place.

All these high-value contracts need a world-class IT workforce to manage globally diversified projects. The IT services division must be equipped with the knowledge, skills and resources to cater to customer requirements. The ITIL (Information Technology Infrastructure Library) framework offers a robust structure to provide seamless services to the customer as per the enterprise business needs.

ITIL: A Widely Adopted Framework

Derived from extensive worldwide research, ITIL is considered to be a best practice guidance for IT Service Management (ITSM). The methodology has been adopted by renowned companies across the world, such as Microsoft, P&G, HSBC, IBM, HP, Walmart, Target, Citi, Barclays Bank, Bank of America, Sony, Disney, Boeing and Toyota.

As a body of knowledge, ITIL throws light on how organizations are dealing with the challenges of managing IT. The knowledge of ITIL is divided between five levels of certifications:

ITIL Foundation

ITIL Intermediate – Service Lifecycle stream and Service Capability stream

ITIL Managing Across the Life Cycle

ITIL Expert Level

ITIL Master Qualification

Enterprises are increasingly looking at ITIL to provide a robust framework for their IT department. According to AXELOS ‘The Importance of ITIL’ Survey 2014, 52% of respondents from the APAC region said that ITIL is becoming more important. Gartner predicts that 50% of large enterprises will have hybrid cloud deployments by 2017, and ITIL practitioners are increasingly recommending the framework for this technology paradigm.

Key Benefits of ITIL Training For Enterprise Workforce

1. Better perception of IT within business: Enterprises believe in their IT departments when it can deliver their business needs. The ITIL framework helps the IT workforce to identify processes, and prioritize and manage service improvement opportunities to achieve enterprise business needs.

2. Common vocabulary: With ITIL knowledge, employees garner a common vocabulary for ITSM, where everybody is on the same page and there are no more lapses in service deliverables due to miscommunication.

3. Highly efficient workforce: ITIL helps to automate standard tasks and apply best practice principles to ITSM processes. ITIL certified employees can also improve efficiency by developing metrics for the processes and tasks.

4. Improved customer satisfaction: The ITIL framework emphasizes on managing customer expectations. It enables ITSM employees to ensure that customers can use the service when and where needed, and match the quality of services as per customer needs and expectations.

5. Qualified change management team: The ITIL framework will help in laying down clear communication channels for upcoming release schedules, which helps to introduce new and changed IT services. The risks of change are now well planned and managed in a timely fashion to ensure minimal disruption to the business.

6. Lesser disruption of IT services: The ITIL framework ensures alternate service options are in place to mitigate the impact of business outages due to various reasons. Any disruption to the IT services in today’s competitive marketplace is detrimental for the enterprise, and ITIL provides a guide to get infrastructure up and running for business continuity.

7. Forecast and respond in a cost effective way: By using demand management and capacity management techniques from the ITIL framework such as user profiling, off-peak pricing and modeling, certified employees can provide optimal level of capacity and manage fluctuating demand.

8. Supports new technology trends: ITIL does not just support the existing IT infrastructure, but the framework also supports new and upcoming technology trends like the SMAC technology stack. With its services such as SaaS (Software as a Service), IaaS (Infrastructure as a Service) and PaaS (Platform as a Service), cloud computing will require a robust IT infrastructure. ITIL not only helps in seamless adoption of cloud, but also helps in carrying out its various services to deliver enterprise business needs. 

9. Applicable outside of IT: The same ITIL methodology for ITSM can also be applied to non-IT business functions, such as facilities, HR, customer service/support, training and financial services. In fact, according to itSMF USA’s ‘Service Management not just for IT anymore’ survey 2014, more than 50% of the organizations surveyed are either applying or planning to apply service management principles in business areas outside of IT.

10. ITIL complements Project Management: ITIL can be used in collaboration with project management methodologies for positive business outcomes. ITIL helps project management during starting up a project, by focusing on the bigger picture and plugging the gaps in the project management structure. Hence, certified project managers within the organization will also benefit from this additional framework for optimized ITSM.

The above mentioned benefits showcase how ITIL knowledge for the enterprise workforce will help Indian IT service providers and IT divisions to overcome any shortcomings in their existing operations. Besides IT services, all technology dependent sectors, including banking, telecommunications, entertainment, manufacturing, logistics and aerospace, can benefit from investing in ITIL qualifications for their ITSM personnel. Having an ITIL certified workforce will ensure smooth transition during change and alignment of IT services with enterprise needs and customer requirements.