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

Econet rejects base station report

Econet Wireless has released a statement refuting recent media reports around its importation of base stations. Read More

Nigeria: potential to become major economic force

Acha Leke A new McKinsey report finds that Nigeria has the potential to expand its economy by roughly 7.1 percent per year through 2030. Read More

Call for pan-African contact centre association

Interactive Intelligence has called for the creation of a call centre association for Nigeria and other African countries as a way of promoting a standard for call centres. Read More

AMI, Strathmore launch free online courses for managers and entrepreneurs in Africa

Managers and entrepreneurs in Africa can now gain advanced skills for free, with the launch of free online courses courtesy of the African Management Initiative (AMI). Read More

Bytes, NCR and Barclays in ATM deal

Bytes Managed Solutions, the exclusive distributor of NCR technology solutions in Southern Africa had signed a deal with Barclays Bank of Botswana (BBB) for the installation of intelligent cash deposit ATMs. Read More

Orange reports 8% revenue growth

Integrated telecommunications service provider Orange has announced an 8% revenue growth for the overall business for the first half of this year, compared to the same period last year. Read More

Business Connexion appoints CEO

Business Connexion Group Limited has announced that Mr. Isaac Mophatlane has been appointed Chief Executive Officer of the company. Read More

Managed service support key to growth for iWayAfrica

Pan African telecoms operator, Gondwana International Networks (GIN) has announced that its iWayAfrica business will be partnering with managed services company, SevenC Computing to grow its foothold in key Africa territories.  Read More

Dire need for top IT leadership

There is a huge demand for top leaders with high-level information technology skills, but there are very few candidates who can fill these positions, one of SA’s leading executive search experts says. Read More

AccTech Systems moves strategically into Africa

AccTech Systems has signed an Independent Software Vendor (ISV) agreement with Microsoft to provide solutions to the Microsoft Dynamics NAV and GP Dynamics channel in Africa. Read More

PRESS OFFICES

Sage ERP AfricaSAP AfricaSage Pastel AccountingTrust PayVMWareSamsung ElectronicsMitsumi DistributionPhoenix DistributionSage HR AfricaMTN BusinessSchneider ElectricMultichoice

FEATURED STORY

Widening ICT skills gap: Cause for concernWidening ICT skills gap: Cause for concern

Nigeria's FDI gains could be eroded by the widening gap in indigenous skilled ICT manpower, writes Kokumo Goodie.

IN DEPTH

Kenya rolls out e-extension to improve agricultureKenya rolls out e-extension to improve agriculture

In a bid to curb the overwhelmed number of agricultural extension officers in Kenya, the ministry of agriculture is embracing technology with their introduction of E-Extension services, which are aimed at reaching out to over 7 million farmers annually.

COMPANY NEWS

Schneider Electric introduces Smart-UPS fifth generation range to Southern Africa

Schneider Electric has announced that two next-generation models of its Smart-UPS uninterruptible power supply (UPS) units are now available locally.

VMware reports second quarter 2014 results

VMware, the global leader in virtualization and cloud infrastructure, today announced financial results for the second quarter of 2014.

New Sage ERP X3 version puts business information at your fingertips

Sage ERP Africa has announced the availability of Sage ERP X3 version 7, the latest version of its global business management solution for midsized companies.