Tag: ITIL

ITIL (Information Technology Infrastructure Library) training is one of the best assets you can acquire for yourself for implementing an information management system that will improve the efficiency and increase the productivity of your business.

Ever since the system was first introduced in the 1990’s its reputation and clientele have grown at an impressive rate. Today, it is the most widely applied information systems management strategy available, and most of the big companies owe their success to having used an ITIL-based system.

IT services are greatly enhanced

Because the ITIL style of running the business addresses all problematic issues as they come and resolves them in the quickest and most diplomatic way possible, these problems never constitute a major obstacle to the business process and the flow of communication proceeds unimpeded.

Besides preventing the process from slowing down because of difficulties encountered in one of the departments, ITIL structures the organization of the company in such a way that pertinent information reaches the people who have full authority to act on them in the soonest possible time. This ability stems from the fact that system cuts up processes into their basic parts and assigns people for each of the major stages of the process. In that way, the question of who is empowered to act on an issue is settled as soon as that issue emerges. That further speeds up the business process.

Concomitant with avoiding any waste of time, the system enables the business to devote more energy towards being productive. Since problems are addressed fast and resolved easily, employees do not spend their time in the office preoccupied with pending issues. They get the chance to focus on the productive job they have on hand.

Not only is interoffice communication improved, but also client relationships. ITIL makes the creation of a friendly environment for clients possible. Employees are taught how to be client-centered. They learn how to resolve issues brought up by clients in a timely and helpful manner. The clients themselves will never have to return another day because the employee entertaining them does not know to resolve their problems.

An ITIL system with its improved protocol for the transmission of information can almost always provide clients with satisfactory answers to their queries. Of course, when clients are pleased with an organization’s treatment, they will want to keep coming back and patronizing that organization’s services.

As a result of this increased rate of returning clients, the goods and services provided by the company become highly scalable, as is also the case with third-party applications that the company provides the clients.

Finally, the positive effects of having a good ITIL-based system management program in place can only lead to the one thing that all organizations dream of, and that is internal and external growth. Employees grow in stature as they daily learn to master the skills of good communication. Their career prospects grow. At the same time, the company itself will begin to feel the need to expand its boundaries, given the excellent reaction of the public to their way of conducting business.

In todays business environment, organisations know that to be competitive, they need to respond to change, especially as customer expectations increase. Customers are more demanding, mobile and informed than ever. Global and distributed organisations need consistency in the quality and levels of service regardless of where and how they conduct business.

It is extremely difficult to meet these challenges in a timely manner if business IT processes are widely dispersed, silo-based and inconsistent. Consistent core IT business processes, language and data representation is essential to allow decision makers to respond quickly to the changing market.

Defining and maintaining consistent IT business processes is a lot easier said than done but critical if an organisation is to survive in todays market. This article will define core business processes and explain how to differentiate these processes from their implementation. It will also review how to prioritise which processes to investigate first.

Defining the core business processes
A “core” business process is defined as the minimum individual tasks to be accomplished to provide a certain level of consistency in output, without any consideration to hardware, software, people resource or performance.

When a core process is implemented, anything can be added to make the process more efficient, but nothing should be eliminated. When the core business process states that certain tasks must be performed in sequence, then it must be reflected in the implementation. In the same manner, any specified steps associated with a task must also be reflected within the implementation.

When asked, most organisations will claim that their core business processes are documented. Yet, typically, it is not the core business process that has been documented but the implementation of that process within a particular system or function. In this scenario, the documentation contains system or application process models reflecting implementation details such as “enter username.” Most times, documentation of a core business process doesnt reflect whether a user is identified by a username, badge number, ID-card, or some other method of authentication, as long as the organisation is satisfied with the accuracy of the documentation. Identifying and authenticating a user is an implementation issue, not a business process.

Its not easy to separate implementation from the core business process. Just take one business process and see how readily you can identify the major tasks involved without letting implementation issues creep into the mix.
And it only gets more difficult when core business processes become more intricate and critical within the enterprise.

Using the right process methodology
The methodology and approach used to identify, derive, or create core business processes will vary with an enterprises size, industry and culture.

There are several proven methodologies and supporting tools for deriving and improving business IT processes (e.g. ITIL and ISO/IEC20000).

Your first steps
1. Investigate and remove hurdles relating to organisational cultural issues, governance processes, and supporting infrastructure up front.
2. Educate participants on what a core business process is, how it will benefit their respective business area, and the chosen methodology that will be used to derive these processes.
3. Dont try and do all of the critical business processes at once. Suggest a phased approach with a sound transition strategy.

Once youve identified core business processes, its important to prioritise which ones to tackle first. A new
business channel or service is a good place to start, as business analysis and requirements gathering have likely already been done, which should provide a good jumping-off point for identifying core processes.
Next, tackle any business process areas featuring disparate results between business units. Then, look at processes for which new enabling technology is being considered. Rounding out the list are those processes supported by different implementation and those supported by more than one location or business.

Process empowerment
It is import that all parties involved in executing the process clearly understand that it is the process that should be empowered, and should not be confused with the organisational function and position performing it. For example the Service Desk working on a major payroll incident, which requires immediate response and resource from the development team.

Process review
Your core processes should be a living entity, it is therefore essential to regularly review the performance of your process and adjust as business demands change. (Refer to the Quality management process review flowchart).

Its never too late to start
If enterprises are to remain competitive; they need to reduce the complexities resulting from widely dispersed and often disparate business processes. Establishing consistent empowered core business processes is just one step toward meeting increasing customer expectations in today’s market.

These days IT is crucial to the majority of businesses. Almost all companies use IT to some extent, making it important for employees to have proficient knowledge in the area. It is not longer just IT jobs where staff need a good knowledge of IT. Almost all office based jobs are now almost entirely based around computers and IT.

Having good IT skills gives you a major advantage over those who do not. Even if a role is not an IT job per se, IT knowledge may give you an advantage over other candidates and help you once you are employed. Employees are expected to know the basics of IT in most jobs and there is an assumption that you are able to perform basic computer related tasks. Email is often the main mode of communication, while employees are also expected to be able to write documents and use spreadsheets. In most cases the Internet is the main research method, so being confident using Google, for example, can be a must.

Most admin tasks in any business are now performed through the use of IT and for the large part the traditional numerous filing cabinets are gone. Accounting is usually done with spreadsheets, so accounting staff also need knowledge of IT. Even those working in shops and restaurant will use IT is certain ways, such as the tills. Anyone working in management in any job will need to be able to use computers to either a small or large extend, depending on the nature of their particular job.

With IT playing such an important role in business today, good IT training, either in education or once in employment, can make an important difference. IT is there to make life easier, but if you do not have the necessary confidence it can turn into a nightmare. Staff need to understand the processes they are using, and this requires sufficient training.

IT can be complex, especially in businesses that use it to a large degree, and as with all technologies there will be things that go wrong. Therefore support staff who can solve any issues are useful. Some companies will have a person, or even a whole team of people, whose sole job it is to run and maintain the IT systems and networks. IT is there to help, not hider, but if things are not managed properly it can cause a whole host of problems. The IT department and processes need to be managed for IT to have the best possible impact on a business. Things need to be in place so the business can make the most of the advantages IT offers.

Some will use some kind of IT methodology to keep their IT management on track. The most widely used methodology is ITIL, which stands for Information Technology Infrastructure Library. ITIL is a set of concept and policies for managing the IT within a business. Essentially it is the IT best practice.

Andrew Marshall