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ITIL® – Long term IT service management success is more than following a recipe

ITIL®, industry’s chosen standard for IT service management best practice, delivers a number of benefits including coherent processes, a common language for IT and a scaleable approach. However, in PA Consulting Group’s experience it is not a recipe that will deliver the predicted results if you simply follow it to the letter. To see real and tangible results, CIOs must embed its principles in all aspects of IT service delivery and use it instinctively – in the same way that cooking experts do not simply follow the recipe. 

Why adopt ITIL?

  • Increased levels of customer satisfaction – service level expectations are clear and services are delivered in line with those expectations.

  • Cost reduction and increased return on IT investment through more efficient processes and use of resources

  • Improved staff morale - staff are clear about roles, responsibilities and accountabilities, and are recognised as professionals in service management. 

  • Simpler regulatory compliance through documented processes

  • A common language aiding communication within the IT function and with service providers

Not simply following a recipe

Many CIOs are not seeing the improvements they expected, despite heavy investment. Ensuring return on investment and continuing relevance to changing business needs is vital to achieve success in service management programmes.

ITIL® deployment must be set within the context of a business change programme and as such, is more than a simple set of instructions to follow to the letter.

“The true secret to achieving sustainable success with ITIL® is to address the people challenges; ultimately people are the binding ingredient.”
Richard Harrison, PA Consulting Group

Cooking with confidence

PA has developed an approach to delivering IT change which addresses the cultural and behavioural issues as well as the technical and process-driven aspects. We apply this approach to implementing service management solutions, to ensure long-term success.

PA works with clients to adapt and adopt ITIL® guidelines as part of an IT transformation programme. With PA’s global expertise in service management and deep sector knowledge, we can help make ITIL® part of even the most complex environment.

PA has had a long association with ITIL and is one of the original contributors to the design of the ITIL best practice documents. Our consultants have a broad experience in IT transformation across numerous sectors and geographies. We are affiliated with the IT Service Management Forum (itSMF) and employ ITIL-certified experts. 

To speak to PA to ensure you have the right ITIL approach for your organisation contact us now.

ITIL® is a Registered Trade Mark of the AXELOS Limited.

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