CA CIO：Adopting ITIL from the beginning of urgent question

Home Source: http://www.zdnet.com.tw/news/software/0,2000085678,20120564,00.htm

Phil Stunt the Vice president of CA global Information Technology Department, he believed that before the enterprise adapting to the ITIL framework, the most difficult things is find out their own demand, And then decided should start from where. Discovers what problems are the company has? And define which items should be achieved on the first priority base on the ITIL implementation? This key point will affect the successful or failure on ITIL process implementation.

In case, there have the different order of priority in different enterprise and different stage of management. The enterprise has understood the currently demand which will be easier to define the actual effect of ITIL. Also could clearly to find the suitable starting point. Regarding to the general enterprise, they are unwilling to introduce ITIL framework to their company, because it is hardly to appraise the benefit on ITIL implementation.

Due to CA have numerous Branch office in the world, therefore IT government becomes the first priority to concentrate. This company has 1,800,000 above infrastructure events every time (for example network not steadily and so on), finally must involve the IT personnel actually just 1500, because they already uses the CMDB and Service Desk related solution many years.

CA also spends a lot of many in personnel's education and training in practicing ITIL framework. Stunt indicated that they have more than 600 people in IT department; the arrangements on education and training cost not to be low, average each personnel invest possibly surpass 1000 US dollars.

I agree with the CA CIO idea, using the ITIL framework on fixing the urgent question for the business. Although ITIL concept involving is quite broad, inducts partially first from the core business, thus reduces services operation cost, in accordance with the situation expands again the scope, transforms to be helpful on the promotion of profit’s service tool, that will be easier to feel the effect bring from ITIL standard.