Q&A: CA's Robert Stroud on ITIL
Robert Stroud, named to I.T. Service Management Forum USA's board in June, is a 25-year information technology executive. He is director of brand strategy for CA's business service optimization unit and has contributed to titles on the Information Technology Infrastructure Library (ITIL). In an e-mail interview with executive editor Anna Maria Virzi, he provided tips for companies looking to adopt ITIL.
Q: What are your top tips for an organization implementing the Information Technology Infrastructure Library?
Q: What benefits can a company realize from ITIL?
Q: What are the limitations of ITIL?
A: ITIL describes what needs to be done to improve service to the businessnot how to do it. Many ITIL and service management consultants and service providers who help companies build their ITIL plans often focus entirely on process improvement and organizational issues. Achieving tangible efficiency gains and ROI [return on investment], however, requires the automation of appropriate components of the ITIL processesusually repetitive procedures and workflowsthrough technology.
To increase the chances for success, look for consultants who are skilled across the essential elements of ITILpeople, process and technologyand who have a pragmatic, outcome-based approach to an ITIL project.
Many companies choose to concentrate on a single ITIL process, such as incident management. But ITIL processes are by nature inter-related and inter-dependent. So if you want to drive down the number of incidents, you need to quickly find the root-cause of persistent problems. To reduce the number of problems, you'll need to consider change management.
Organizations that get too far down the path with one process before considering related processes may spend significant time and money in constantly revisiting and refining the initial process as they implement others. The best way to improve service is to simultaneously work on enhancing two or three process areas.
ITIL and Other Frameworks
Q: What is the most popular library or framework and why?
A: ITIL is currently the most popular framework in the industry. There are multiple reasons for this, including the maturity of I.T. I.T. serves as an interface with the business and I.T. services require automation for problem identification and resolution. Additionally, as I.T. becomes more increasingly complex, ITIL enables organizations to establish best practice processes to understand, prioritize, document and deliver I.T. value in accordance with business requirements.
Although ITIL is the leading framework today, it utilizes and interacts with other industry best practice frameworks and standards, including:
Q: Should some companies avoid ITIL? If so, please characterize.
A: No. ITIL is clearly becoming the de facto standard in service management and the lens through which the delivery of I.T. services will be measured. The goal is to improve service and not just implement a best practice framework. By implementing ITIL industry best practices, organizations of any size can achieve greater scales of efficiencies and deliver enhanced value.
Q: How can a technology manager win business support for ITIL?
A: Buy-in starts at the top. I.T. managers and senior executives need to ensure a recognized project management method is being used, and risk planning is well understood. Teams must engage in joint planning to establish project goals, communications initiatives, a measurement framework, and roles and responsibilities to drive business success and a speedy ROI.
Q: What are some metrics that companies collect and analyze once they've adopted ITIL, which they may not have collected before?
A: Although organizations have different requirements, risk factors, risk avoidance, mitigation and impact scenarios are important, and cost monitoring metrics and regular communications are key. Service level impactsparticularly the cost of downtime and outages in lost revenueare especially meaningful to the business.
Q: What size investment does a company typically have to make to adopt ITIL?
A: ITIL investments vary primarily depending on the size and level of maturity of the I.T. organization, and the desired goal or end state the organization wished to achieve by automating systems and improving service levels.
ITIL focuses on unifying people, process and technology through a comprehensive, consistent and coherent set of best practice approaches for I.T. service management processes. Since the ultimate goal is to optimize the bottom-line performance of the business, not just to implement a best practice framework, the benefits are sufficient to justify ITIL investments in organizations of any size.