ITIL: the benefit difficultly to measure on introduction

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The following information come form the Reporter Cui Ling, Zhong.

ITIL induction cannot be equal to the traditional IT technical project induction. it also not to be possible similar with other IT system induction which can be deliver equally, or it can be measure the ROI obviously. If the senior management wants to see the benefit immediately, their expectation is to be disappointed.

The objective of ITIL methodology is the improvement on person and the related technical flow, the goal focus on IT capacity optimization. ITIL methodology view enterprise IT services as Service Company or user's department. ITIL framework provides a set of process to illustrate the better way of IT business operation in the enterprise.

After ITIL methodology inducts in the business, it has been integrated in the enterprise's daily business operation. ITIL implementation is not to be possible equal to other IT system induction, the implementing duration not just a half year or one year then can finish, obviously to get the ROI. ITIL project considered IT services is one kind of property investment or IT portfolio management; with it achieve the goal of business adaptively.

In other words, enterprise needs to understand what they want to be? Then clear to know which is their goal, otherwise very difficult to see any effect dependence on product induction or consultant involving. Although it is not getting the result immediately, also it does not unable to estimate. Enterprise should identify the approximate KPI, such as the system response time and the network disconnect time or the IT work load dropping because of automated and so on. Because ITIL processes are closely linked in the business operation flow, the enterprise should take a long time to feel the benefit from the change.

In my opinion, the changing can be seeing during the ITIL induction, and the conflicts could be found easily than the benefits. According to another case as Shell Oil, P&G, HSBC, they can get the obvious benefits after the ITIL induction four to 5 years probably. Enterprise must be patient on their business process improvement until feeling the benefits.