Today I am going to speak about ITIL that it is a standard for Service Management widely adopted in IT Service Management. And I am going to approach this topic in a SAP environment.
Most of the organizations that have implemented ITIL are doing it, in order to standardize processes, become more efficient, and better align IT to the business. In most of these cases the ITIL processes implemented first is Incident Management, followed by Service Desk and Change Management. Everyone who has worked in a SAP project knows that these processes could cost much money and could become a thread for the project, if not treated carefully.
Why is ITIL so important right now? Because this best-practice framework presents the experience of organizations worldwide on how best to manage IT services to meet business expectations. Vendors have made this application more achievable through the alignment and automation of the processes within their applications.
Surveys have showed that ITIL adoption in ERP environments in larger than the CMMI model, this is curious because the Capability Maturity Model Integration is a well-known and accepted software development methodology.
Benefits for ITIL implementations are process standardization and efficiency
Companies which implement ITSM, if it is done right, can see clear evidence that efficiency and increased availability are the clearest short-terms benefits. Likewise improvements in Incident, Problem and Change Management have been shown to have an improvement on service availability.
IT Organizations having different ways of working in different domains could make the incidence treatment a risk for the project, reworking, doing it without the much needed information, wasting efforts. By standardizing processes in every technology domains organizations achieve a significant improvement in the ability to deliver IT services.
Most SAP organizations have been able to implement common processes within a six-month time frame.
What are the challenges to ITIL implementation?
Organizational change around IT culture provides the greatest challenge to ITIL implementation. In every SAP or IT project customers do not like to change their daily work so they try to adopt the SW to their culture no otherwise. This is a common error and it could be a fatal one, when adopting an ERP or/and and IT Management Framework not only changes the SW but the process of work in the company, user must understand this and management have to make them understand.
Adopting news processes changes the way organizations work, and in doing so efficiency, accuracy, and costs can improve.