ITIL® stands for Information Technology Infrastructure Library and is the most internationally-adopted IT Service Management (ITSM) approach. ITIL provides a framework and best practices for delivering and supporting IT services, while maintaining alignment with business needs. ITIL arms IT with the toolset necessary to keep the business flexible, innovative, and growth-oriented.
It’s Not Only for the Enterprise
Implementing ITIL was always thought to target big companies with extensive IT organizations that have a large customer base and a laundry list of services offered. In order to manage all of these services and customers, detailed processes must be in place to cover the large network of employees. However, small or midsize companies also have customers, incidents, and changes, with similar challenges, but on a smaller scale.
Does this mean that ITIL certified implementation is unnecessary for these smaller companies? No!
Many smaller companies often elect to only partially implement ITIL. Full ITIL implementation can be a significant undertaking, over an extended period of time, and often unnecessary in the modern organization. By not doing full ITIL implementation, smaller companies may not experience the extensive benefits like larger enterprises. However, smaller companies typically have smaller IT organizations with narrower processes, so the scope of ITIL service management implementation can be simple as well.
Benefits ITIL Brings — Certified Implementation or Not
To embrace the ITIL framework (even if full, certified ITIL implementation is not the goal), companies may follow ITIL policies to the letter, or they may only incorporate aspects of ITIL that are applicable to their current business needs. The benefits of using an ITIL framework include:
- Better control of IT budgets due to lower IT expenses
- Better IT service delivery (and happier end users)
- Higher productivity and better resource allocation
That said, most IT professionals in small to midsize companies want a service management solution that’s intuitive and easy to use. ITIL compliancy is important, but if it isn’t ITIL certified, they don’t consider it a deal breaker. Some IT professionals at small to midsize companies may want to pursue ITIL education and certification.
When you choose a help desk software, the ITIL framework should still be a priority. An ITIL-ready solution (even if not certified) gives you the competitive, advanced ITSM solutions, while providing many of the benefits of ITIL compliancy.
The Right Keys to Success
Whether you employ 20 people or 2,000, ITIL-ready service management is one of the keys to operating a help desk that aligns your IT services with your business objectives. When ITSM is provided as an ITIL-compliant service, through cloud-based help desk solutions, you get the flexibility you need to tailor your IT help desk services to your company’s needs, without having to worry about the headaches of on-site hardware and software upgrades. Installation, implementation, and ongoing maintenance will be easier and less expensive.
About Laura Miller
Laura Miller is the Director of Sales in North America for Samanage. 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