Wisdom IT Education

What is ITIL?

Developed in the late 1980’s, the IT Infrastructure Library (ITIL) has become the world-wide de facto standard in Service Management. Starting as a guide for UK government, the framework has proved to be useful to organizations in all sectors through its adoption by many Service Management companies as the basis for consultancy, education and software tools support. Today, ITIL is known and used worldwide

A De Facto Standard

By the mid-1990, ITIL was recognized as the world de facto standard for Service Management. A major advantage of a generally recognized method is a common language. The factor describe a large number of terms that, when used correctly, can help people to understand each other within organizations.

An important part of IT Infrastructure Library projects is getting people to speak that common language. That is why education is the essential basis of an implementation or improvement programs. Sharing a common language is a critical element to the efficiency and effectiveness of any project.

The Business Case

Many companies require their suppliers to become registered to ITIL and because of this, registered companies find that their market opportunities have increased. ITIL registration is rapidly becoming a ‘should’ for any company that does business in Europe. Many industrial companies require registration by their own suppliers.

ITIL in Your Organization

Many executives express frustration as they attempt to reign in the chaos and expense associated with their IT investments but find little in the way of substantive guidance. The IT Infrastructure Library (ITIL) is the world’s most widely accepted approach to the management and delivery of IT Services.

Many IT departments behave reactively, responding to events as they occur - for example, a server outage. Because unscheduled work tasks take priority over planned work, staff find that they are always behind. By implementing ITIL, an organization can overcome this cycle and get clear insight into the Total Cost of Ownership (TCO) and activities in the IT department.

Benefits to Your Organization

Successful introduction of IT Service Management with ITIL should deliver the following benefits:

• Improved customer satisfaction through a more professional approach to service delivery
• Improved IT services through the use of proven best practice processes
• Improved delivery of third party services through the specification of ITIL
• Improved morale of service delivery and recipient staff
• Increased competence, capability and productivity of IT staff
• Increased staff retention
• Reduced cost of training
• Improved systems/ applications availability
• Reduced cost/ incident
• Reduced hidden costs that traditionally increases substantially the TCO
• Better asset utilization
• A clear business differentiator from competitors
• Closely aligned to commercial business services and products
• greater visibility of IT costs
• greater visibility of IT assets
• A benchmark to measure performance against in IT projects or services
• Reduced cost of recruitment and training - hiring ITIL qualified people is easier

The economic impact of ITIL implementation will be realized in all of the areas above. The benefits can also be viewed in terms of direct and indirect savings. Costs relating to missed opportunities and not being able to operate will be reduced significantly.

Who Else has Implemented ITIL?

Many large international organizations have implemented ITIL such as Microsoft, IBM, Atos, Caterpillar, Shell Oil, Boeing and many more and have all reported great success and significant operational cost savings as a direct result of ITIL adoption.

Microsoft uses ITIL both as the basis for Microsoft Operations Framework, which is our structured approach to helping customers achieve IT operational excellence and in how we operate our own systems. We are proud to have contributed as lead authors to the writing of the Application Management and the Planning to Implement Service Management books in the ITIL collection.

Wisdom IT ITIL Programs have enabled Organizations across the Gulf Cooperation Countries to successfully adopt ITIL quality standards for service management.

ITIL V3 Foundation

Duration: 20 hours
Timing: 6 P.M. to 9 P.M.
Days: 2 Days in a Week