ITIL 3 (Information Technology Infrastructure Library) Reduces Bureaucracy! Or?
Recently ITIL 3 is published. ITIL 3 is complexer and abstracter then ever before. New is the shortcut procedure Request Fulfillment.
ITIL provides companies with a reference for ICT operational processes. It can help companies to standardize their operational ICT processes, and thus reduce their ICT cost as well as increase the delivery quality.
While visiting companies many times I was asked to give my opinion about their ITIL implementation. And that is a difficult question if you want to answer it honestly. And that is what I always want to. The answer should consider effectiveness as well as efficiency of the ICT operation, which are completely different things.
The 1st step should be increasing the effectiveness of the ICT department. The 2nd step regards operational efficiency, if that is still necessary. Implementing ITIL can be part of that. But standard processes without drastically reorganizing your services and products portfolio, are still very complex, and error prone. Thus they are little standardized, and very inefficient!
process and procedures
Hans
Organizations need to ensure they are not introducing existing processes and procedures under a different guise. Having the people who work the existing processes and procedures may well be reluctant to change, because they have always worked that way!!!!
Top down support and commitment from mangement together with introducing fresh eyes to look at and improve the processes and procedures is often a big benefit.......although there is a need to be careful as to who you bring in to undertake the assignment.......suitably ITIL qualified and experienced.
Steve