16Digital performance accounts for half of a company’s success. So how can you achieve this essential performance? How does successful governance help to achieve it? And what if ITIL best practices could enable you to achieve your objectives?
Let’s start at the beginning. ITIL (Information Technology Infrastructure Library) is a set of detailed practices for IT service management (ITSM). Developed by the UK Office of Government Commerce (OGC) in the 1980s, its aim is to ensure a high quality service for its internal and external customers.
ITIL: almost a philosophy!
ITIL ensures that IT serves employees and customers rather than the other way round. The approach involves considering the IT department as a set of closely connected processes which need to be managed with precision on a both a micro and macro level. The ITIL approach benefits more than just IT departments as it involves making them aware that the quality and availability of the technological infrastructure have a direct impact on the overall quality of the company and customer satisfaction.
ITIL: quality to support governance
Using an approach based on clearly defined and managed processes, ITIL can improve the quality of Information Systems and user support, particularly by setting up a “Service Desk” which centralizes and administers the whole information system management process. ITIL recommends separating service operation and continual service improvement: perform on the one hand, control on the other. Separating the two actions is crucial to ensuring the health of the company.
An objective individual managing Service Delivery “describes the services that need to be provided to adequately meet the company’s needs” (see ITIL Method). He/she ensures operating software is working correctly and that network performance is satisfactory. The IS department and all business departments thus benefit from a neutral, independent and overall view of the company’s digital performance.
To perform his/her role, the Service Delivery Manager must have solid unquestionable data as it provides a reference for the company. Producing this data (measurements, collection, in-service support, sorting, configuration) is time consuming and tedious but it can be outsourced to a trusted third party who can provide a managed service. Control is made all the more independent by data which is produced and benchmarked using external expertise.
ITIL: governance to support people
A good Delivery team ensures that all departments and employees are constantly aware of the end result. This involves using key data to build an overall view which is sufficient for control and above all stable and agnostic.
A stable view is based on a limited amount of data which underpins the notion of quality.
– No need to collect a huge quantity of data entering and leaving servers using expensive software to produce this view.
– No need to insert code into your proprietary software.
– No need to involve whole teams in sorting, configuring and ensuring the quality of the data over the long term.
An agnostic view prevents relying on the different technologies selected by development teams over time. Your trusted third party enables you to challenge internal and external suppliers with concrete facts.
To summarize, the ITIL method and independent control make it possible to define key reference values for the company. The independent monitoring of these indicators means that a solid governance model can be created which leads everyone in the same direction: towards real user satisfaction. Outsourcing as a managed service to a trusted third party reinforces this model and relieves the company of time-consuming tasks which are vital to objective and independent control. This comprehensive model places experience and satisfaction at the heart of everything. Be careful though, you just might make your internal and external customers happy!
The company will benefit from its improved control over the quality of what is delivered and be able to prioritize and secure the Business!