Expert: ITIL is not an efficacious remedy

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ITIL is a heat topic at current years, but the expert has actually made the different sound. Referring to ITIL framework, it is not to be able to solve all problems and not to be suitable for all organization. As CA ITIL practices manager concurrently honor Vice-president Brian Johnson indicate that ITIL framework is a reference for the enterprise IT working flow design only, also it is not a standard which can apply to any mechanically in any organization and industry. The goals for using the ITIL framework to improve enterprise’s IT service quality and efficiency, as well as decreases the cost of IT operation and the accident has the possibility, and then reflected that in business service quality and efficiency.

The ITIL true core lies in enterprise's demand. Johnson indicated that ITIL itself is a set of methods and procedures; uses for to assist the enterprise to make the IT flows working well, causes IT services can combine within enterprise's service goal. If enterprise already has a good operated flow itself, it is not necessarily to change to ITIL framework. Enterprise must realize which processes have to change in the existing working flow first then appraises the following step. The key point is the business change to be better with ITIL framework, but not focus on ITIL implementation.

In term of practice aspect, ITIL really has possibly enhances enterprise's IT services, but if enterprise's culture is not suitable on ITIL framework, the result possibly will be actually a disaster on ITIL implementation mandatory. Here has a bad example on American company inducts 6 Sigma solution in their business operation, this company already has very much on innovation ability. After inducting 6 Sigma solution, actually instead was inferior to the past. When the enterprise must introduce any standard, framework or methodology in the business operation, needs to be confirm that really suitable in their own personnel, organization characteristic and the culture, otherwise possibly could not receive the expectation effect, also could have the negative influence in the business processing.

Johnson also reminds this if enterprise intends to have ITIL or any new working flow, the essential establishment has the substantive authority (e.g. sufficient share attains the CIO authorization) IT service design team to take responsibility on the sole execution, on one side they must have ability communicates the demand with operating unit, on the other hand, can also coordinate and integrate IT department's resources, this can impel and realize the new working flow truly.

Thus this article, I can understand the ITIL framework is an assistance tool to support the business operation based on the business strategy. It can achieve the business processing flow automation and may help everybody feel better on their hard working. But tool is tool; it can help us to formulate the strategy we needs. It is a human’s work, impossible to be substituted.