Taking ITIL beyond IT to leverage true value

BUSINESS

|
Image: By BiztechAfrica
Taking ITIL beyond IT to leverage true value

By Colin Scott, Business Developer at Marval Africa

The Information Technology Infrastructure Library (ITIL) is the most widely adopted best practice approach for IT Service Management (ITSM) in the world.  It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business. However, ITIL is simply a framework for service lifecycle management and improvement. 

ITIL practices, tools and software can be harnessed for many other areas of business. Leveraging the true value of ITIL means taking it beyond IT, creating a culture of service improvement throughout the organisation.

The ITIL framework and software designed to support ITIL practices are simply tools that can be adopted, adapted and improved. They can help manage collections of items that have certain dependencies and relationships.

The IT department fits this bill, being a network of computers that are interlinked and interact with each other, but this definition can be adapted to include many other aspects and areas of any organisation.

Any industry, organisation or environment that relies on processes; or resolves incidents; that require the management of risk and the impact of change, can also benefit from ITIL. By the same token, any organisation that is already using ITIL in the IT department can leverage greater value from the tools by applying ITIL in different areas of the organisation.

Public transport services is one area where ITIL can be harnessed beyond IT, with trains, bus routes and even airports being regarded as large networks. The challenge with these networks is that they are geographically dispersed.

Using the ITIL framework and a good  ITSM tool, it is possible to develop solutions that highlight stations, bus stops or airports as hotspots or important entities held in the Configuration Management Database (CMDB). Users can then expand or search each hotspot to find out more information. For example, problems that could disrupt transport as well as what equipment is currently located at which station, who is responsible for it, the equipment’s history and what might be wrong with it, just like it could if it was a computer in a network.

Effectively this equipment, its relationships and dependencies are no different to a computer network, and the fact that the components of the network are not necessarily a computer, but a ticket machine, a gate, an air conditioner or anything else, is irrelevant. The system is still capable of managing these ‘incidents’  relating to this equipment in the same way as it would if this was a computer network. Using the ITIL framework, public transport service companies are able to manage services, processes and their interactions that typically are not related to IT.

Health services is another area where the ITIL framework can be exploited. Hospitals need to manage many things, often from a central service desk, most of which are not traditionally related to IT. From fleets of ambulances to surgeries, life support machines to laundry services, and understanding the condition of equipment, scheduling maintenance and making sure everything is running cost-effectively and trouble free is vital to the smooth running of any hospital or clinic.

There are many other industries and examples of ITIL being leveraged outside of IT. In the hospitality industry, ITIL can be used to manage room bookings as well as conferencing facilities and more. Other areas include casinos to manage various gambling machines, fire brigades and emergency services to ensure that equipment is managed and maintained, and even at ports to manage ships, offloading and docking.

Any service provider will need to make sure their services are stable, provide value for money, are fit for purpose and support their customer strategy. This is the same for IT services and non-IT services. Consideration needs to be given to planning, designing and managing incidents, events, problems and requests; new or changed services, accountability, risk; making sure there is sufficient capacity, security and agreed availability of services for current and future needs. All of the above and more are underpinned by Continual Service Improvement.

Ultimately, ITIL is a service lifecycle and process control mechanism, and ITIL process compliant software will follow set workflows or procedures no matter what the process is. Service management can be applied across departments and environments, which mean that service management tools and software based on the ITIL framework have multiple applications outside of IT. Taking ITIL beyond IT will enable organisations to leverage true value and efficiency from service management solutions. 



Share the News

Get Daily Newsletter

comments powered by Disqus

MORE BUSINESS NEWS

MasterCard grants Unified Payments acquiring license

MasterCard has granted an acquiring license to Unified Payment Service Limited, a leading payments service provider, in a move expected to broadly increase the acceptance of MasterCard payment cards in Nigeria. Read More

MTN Business backs emerging ICT entrepreneurs

MTN Business has embarked on a long-term supplier development programme that will empower young, black entrepreneurs to take their place at the forefront of South Africa’s evolution to a knowledge-based economy. Read More

CNN, MultiChoice launch 20th African Journalist Awards

CNN International and MultiChoice this week officially launched the CNN MultiChoice African Journalist 2015 Awards.   Read More

Cokodeal.com aims to revive ‘made in Nigeria’

Cokodeal.com, describing itself as Africa’s largest medium for business exposure, is aiming to boost Nigerian manufacturers through greater online exposure. Read More

Leading African airline adds new payment options

ASKY, the leading airline in West and Central Africa, has partnered with PayGate and booking engine SITA to offer web-based booking to its customers for the first time. Read More

Francis Dufay takes the reins of Jumia in Côte d’Ivoire

E-commerce firm Jumia has formalised the appointment of Francis Dufay at the head of its subsidiary in Côte d’Ivoire.  Read More

MTN Uganda rewards women entrepreneurs

The 2015 edition of MTN Women in Business Awards have seen Mrs. Barbara Ofwono, the proprietor of Victorious Schools, scoop the overall Award of MTN Women in Business SME CEO of the year. Read More

Microsoft 4Afrika launches Biz4Afrika online SME hub

Microsoft 4Afrika used the opening of the Connected East Africa event in Diani, Kenya today to launch Biz4Afrika, an online hub providing Kenyan small and medium enterprises (SMEs) with access to locally relevant information and promote trade. Read More

BTCL, SA’s Vodafone seal partnership

Botswana Telecommunications Corporation Limited (BTCL) and South African based Vodafone have signed a non-equity partnership agreement.  Read More

Mascom Derby horse race extravaganza for Botswana

Mascom is doing it again this year with its annual Mascom horse racing event which has been on the Mascom calendar for at least 10 years. Each year during the Easter holidays, Botswana’s leading mobile telephony provider gets people to Botswana’s tourist resort of Maun for the race.   Read More

PRESS OFFICES

Sage ERP AfricaSAP AfricaSage Pastel AccountingTrust PayVMWareSamsung ElectronicsMitsumi DistributionPhoenix DistributionMTN BusinessSchneider ElectricMultichoiceMicrosoft 4Afrika

FEATURED STORY

e-commerce space untapped, says phonekings heade-commerce space untapped, says phonekings head

E-commerce is the future, says the head of a new online electronics mall launched in Nigeria. Tayo Olusanya spoke to Kokumo Goodie in Lagos.

IN DEPTH

Villagers get solar training at Barefoot College Villagers get solar training at Barefoot College

The Botswana Human Resource Development Council (HRDC) has seconded seven semi-illiterate mostly Ngwatle villagers for a six month solar electrification training course at the famed Barefoot College in India. 

COMPANY NEWS

ICT skills in Kenya to grow as ICT Authority and Microsoft sign MOU

Kenya’s ICT Authority and Microsoft have signed a Memorandum of Understanding (MOU), which will, among other things, see Microsoft offer support in providing a platform that will ...