ITIL and ITSM have been hemmed in by mysteries, misconceptions, and myths, though some of them are true. I am here to clarify what is fact and what is fiction? This post will clearly take you deep into ITIL.

ITIL is only applicable to operations

Though this was right to some extent, as mentioned in version two of the ITIL books. After the release of the third version in 2007, this idea was thoroughly put to rest. ITIL theories and principles are applicable to all of IT and enable IT companies get better at delivery of services to clients. Not only are they helpful in mapping out a solid IT strategy that caters needs of customers, but they are also applicable to designing and delivering IT services. This includes everything from developing a solid IT strategy that aligns with customer needs to designing and delivering IT services while being agile through the software development lifecycle. Going through ITIL training will acknowledge to you that IT operations are only one of the five major phases of the IT Service Management lifecycle. Therefore, if you are in IT, no matter what position you are in an IT company, ITIL will benefit you in many ways.

ITIL contradicts the Agile environment

A notion prevails among people is that IT Service Management concepts conflict with Agile philosophy, the base of SDLC. Moreover, many developers who prefer Agile (Scrum, SAFe, etc.) to any other method have no interest in understanding what ITIL is all about.

To run an IT organisation effectively, everyone must understand the importance of working and delivering end to end IT services. When developers know what they have to deliver after understanding the big picture, the whole team is able to work together to deliver exceptional products and services in accordance with the Agile philosophy. The statement that that ITSM and Agile conflicts with each other is simply false. IST has successfully helped a number of customers implement ITSM concepts using Scrum accurately.

ITIL process works according to an ITIL lifecycle

People usually take it wrong.  Doing an ITIL Foundation Course generally leads to a belief that each ITIL process is based on a lifecycle. It’s not true. It takes only one lifecycle publication to describe all processes; however, most processes usually take multiple Service Lifecycle. Mixing of processes with Service Lifecycle may confuse you as both are two different points of view.

Definition, operation, design, improvement, transition, etc., are some of the services that the process supports, but this occurs in more than one Service Lifecycle. Financial management is a good example to understand this. During Service Strategy it helps financial executives in budgeting while enabling them to calculate the ROI for service business cases. It plays a significant role in Service Operations that require regular accounting and charging.

ITIL only explains to you the actual meaning of an IT service

ITIL links Service Lifecycles, ITSM processes, Business Processes, IT Services, etc., together result in the service orientation of IT organisations. Usually, the inability of people to understand the ITIL philosophy results in a lack of service orientation across the organisation. Providing services to clients is an unstoppable job that companies do, and when they know they are valuable to their customers, they start working in a better way.

Most IT departments are not service-oriented as they don’t know the value of quality service and focus on other factors, such as Interpersonal problems, frustration, lack of interest, lack of motivation and so on.

ITSM PROGRAM is a must to adapt to ITIL

Most Information Technology organizations tend to get back into their original state after the completion of one project. This happens during most ITSM programs for which you need to address organization’s attitude, culture, and behavior.

According to recent studies, 70% of all ITSM programs do not deliver good results due to worst practices. Adopting ITIL for one of your ITSM-Initiative does not mean you will surely get expected results, however. You need to understand ITIL principles to adopt if to the fullest. The ITIL Certification Cost is highly affordable; therefore, you can indulge yourself in ITIL training to understand its role in IT.  You need to follow a plan do check act to drive measurable results.

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