ITIL and its various incarnations has served IT well for decades. But the last major revision in 2007 came before the rapid developments in big data, cloud computing, and mobile technologies. Have these innovations made ITIL obsolete? Absolutely not. Many successful workplaces still implement ITIL effectively, while others are thriving in cloud environments. Is it possible that, with planning, ITIL and the cloud can teach each other some lessons, thereby making both aspects of IT more effective, efficient, and profitable?
What ITIL Can Learn From Cloud Computing
ITIL is all about structure. Developed by the government for the government, it was adapted after the fact to suit business purposes. Currently, the library is under reconstruction to address issues like cloud computing and mobile technology, and a 2011 edition did partially address some of these IT newcomers. While ITIL is about making processes better, cloud computing is agile and automates many of the things that were so time-consuming and cumbersome with ITIL. If ITIL can adapt to a freer model that takes advantage of the automation provided by the cloud, while still keeping focus on what the business does, what the customers of that business need, and what can be improved upon within the current processes, ITIL will be better off with the cloud.
What Cloud Computing Can Learn From ITIL
The downside of cloud computing is when companies accept the one-size-fits all model. Cloud service providers need to get to know the businesses they serve and offer effective ways to promote the brand and identity of each company, much in the way that ITIL constantly worked toward developing the right processes for the business. Cloud services need to be adaptable to fit within the business’ overall plans. If businesses choose cloud vendors who understand their business model, the plans they are implementing and where they see the business heading in the future, the cloud will have taken the best from ITIL and made it better with automation, agility, and efficiency.
How ITIL and the Cloud Can Live Happily Ever After
The IT model of the future is likely to showcase the best of ITIL and the cloud. The cloud has the ability to free the IT service desk from many of the mundane tasks that used to consume so much of its time and energy, such as helping users retrieve passwords. Now, IT service management can focus on loftier goals, such as improving the company’s IT infrastructure, developing better apps for mobile workers, and finding new ways to make use of the big data available so readily today. The help desk is no longer judged by how long it takes to resolve an outstanding ticket, they are free for development and improvement that benefits the company in new ways.
About Laura Miller
Laura Miller is the Senior Director of Sales Operations, ITSM at SolarWinds. She works one-on-one with customers ranging from SMB to Fortune 500, providing them with a modern way to look at service management. Laura's ITIL experience and ITIL v3 Foundations certification provides her with a unique understanding of the service management industry. Her guilty pleasures are anything chocolate, ice coffee, and reality TV.
Read more articles by Laura