ITIL for Non-IT: 4 Key Business Lines Where ITIL is Emerging
Gone are the days when ITIL® was an acronym of IT Infrastructure Library. ITIL is just a word in itself now which is becoming powerful every day in the context of IT Service Management (ITSM). This industry recognized ITSM framework is emerging in ‘Non-IT’ markets too.
Every organization today is looking to improve their efficiency and reduce costs while ensuring the best in class customer service, be the customers internal or external.
No doubt ITIL has matured the way how IT delivers the value to business. Now it is the time when it does debut in the ‘Non-IT’ segment.
Leveraging the similar processes and tool across the business functions not only makes the environment less complex but also ensures the consistent value creation. Needless to say, the consolidation helps in reducing costs too.
So what lines of business are the best bets to align to ITIL based best practices?
1. Facilities / Admin
This Facilities or Admin department is a great place to start the ITIL based approach. These departments have many recurring activities and projects that require a consistent approach. Arranging a transport (cab), fixing a broken water tab or maintenance of AC ducts, are few examples where approach similar to Service Request Fulfillment or Incident Management will be helpful. Also, listing down all the services and introducing the new ones can be easily carried out with the help of Service Catalog Management and Service Portfolio Management.
Using an existing ITSM tool where a slight customization can be done to support facilities or admin department related workflows for approvals, automation of status notifications, regulatory reporting etc. can be a good way to start.
Practices of Supplier Management can be another area which can benefit Facilities/Admin department.
2. Human Resource (HR)
The HR department can be another line of business where implementing ITIL based practices look promising. From employee on-boarding to dismissal all the activities can be managed by similar approaches. Raising a hiring request, correction in payroll, employee org-structure updates etc. are the few examples which need workflow with approval activities and can easily be managed via existing ITSM tool. Auto-notification is another good example which can help to HR department to trigger various people or process related activities. Besides that Demand and Capacity Management is another area which can help HR department to monitor, forecast and fulfill capacity (people) related needs (demands).
3. Complaint Management
Having a grievance or complaint management is a necessity of every organization and few processes from ITIL can help greatly in this area. While the concept of Business Relationship Management (BRM) can help in building rapport with the various stakeholders, process like Problem Management can help get to the root of the issue and fix it forever. Models similar to Continual Service Improvement (CSI) can be designed which ensure the best employee or customer satisfaction.
ITSM tool can contribute in logging and managing the complaint management lifecycle.
4. Project Management Office (PMO)
This is probably an area which still needs more deliberation on how ITIL practices can be helpful; however, the processes (or concepts) like Strategy Management, Financial Management, Service Portfolio Management and Service Catalog Management seem to be a good start to align PMO to the ITIL based approach.
Another area where ITIL practices can be leveraged is, Service Transition. Be it expending the business to a new territory, a product launch or upgrading an existing product, Change Management, Release Management and Transition Planning and Support will surely be a best bet.
What other areas do you think ITIL can spread its wings?