Acer eDC got the ITIL certification on ISO20000

Home Sources:
http://www.fisc.com.tw/FISCWEB/FISCBimonthly/Article.aspx?Volume=42&TNo=3
http://www.zdnet.com.tw/news/software/0,2000085678,20121502,00.htm

Acer eDC is Taiwan fourth organization obtains the ISO 20000 authentication, after inducting ITIL; the eDC system raises the availability to 99% above. Also indirect response in eDC business growth though standardized IT service.

The biggest reason on Acer eDC inducts the ITIL framework is they want to improve the system availability. Before inducting the ITIL standardized flow, the firewall equipment's configuration or setup changing are depending on engineer's individual experience, and has not requested to leave the change record. Cause of the configuration depend on the engineer’s experience, firewall's availability was respectively once lowered to only then 60%. This lets us realize profoundly, it is necessary to induct a set of management methodology to improve the IT service quality. Decides to use ITIL, because ITIL has developed many years, already has the education, training, consultant and management tool, compares to self develops the flow to be more effective voluntarily, therefore has chosen the ITIL standard.

As the firewall's usability problem, after inducting the Change Management to solve that problem, firewall equipment's system availability has achieved above 99%. Except the improvement system availability matter, Acer eDC also penetrates ITIL to improve staff's cost benefit concept. Enterprise implements ITIL to be helpful to let IT service cost transparence.

Introduce ITIL for solving the IT problems, not for to obtain the authentication to authenticate, starting at the most urgently problem needs to be improved. Step by step to increases each kind of flow base on the ITIL standard, Solves the first question, after treating ITIL inducts maturely, then carries on the authentication. The advantage start on the simple way and step by step, the achievements is easily to obtain. Moreover this way is quite easily to be winner.

Take Acer eDC as the example, focus on the business standardized working processes, they delegate a 7-8 members team take the responsibility to set up those things about four years. The cost on visible manpower approximately (does not count education and training) between 25 – 30 million new Taiwan dollars. The second main investment is focus on the platform tool's purchasing. As Acer eDC experience the tools cost approximately between 5 – 7 million new Taiwan dollars.

Read though this article, I can see Acre made a good example for every one interested on the ITIL best practice. Acer takes the ITIL framework to improve their business, identify the goals with their business strategy, practices their plan carefully and analyze the requirement correctly, also strive the working flow perfection unceasingly. Today, the advantages of ITIL framework implementation, Acer not only just have the authorization and lead the industry. After the ITIL implementation, their revenues also increased significantly, the figures represent more than ten times form the year 2002 to 2007. They did a very good job.