ITIL and ITSM framework strategy guide for enterprise CIOs

ITIL and ITSM framework strategy guide for enterprise CIOs

In this enterprise guide to ITIL and ITSM frameworks, learn how CIOs can align the delivery of IT services with the needs of their organization.

The IT Infrastructure Library (ITIL) is a globally recognized set of best practices and standards that support IT service management (ITSM). ITIL defines functions related to service strategy, service design, service transition, service operation and continual service improvement. Enterprise organizations turn to ITIL for guidance in these departments and to take advantage of provided services, including trainings, software and user groups.

Enterprise CIOs can use ITIL as a standard for the deployment of an ITSM framework and program. ITSM is a process-based practice intended to align the delivery of IT services with the needs of a given company, leading to efficient business processes and beneficial cost cutting. ITIL and ITSM frameworks make enterprise IT services more valuable to users and business customers, helping everybody operate more efficiently. In this guide, learn more about the role of ITIL and ITSM frameworks and the ways in which they can benefit the enterprise.

This enterprise guide to ITIL and ITSM frameworks is part of's CIO Briefings series, which is designed to give IT leaders strategic management and decision-making advice on timely topics.

Table of contents:

How the ITIL framework can bolster your business

When global business process outsourcing company StarTek Inc. brought its IT operations back in-house in 2009 after years of outsourcing them, it aimed to do so with structure and discipline. The ITIL framework made that possible.

"We wanted to implant some overall standards to align ourselves from an organizational standpoint with what industry standards were," said Dan Carbonnell, the former director of IT services for the Denver-based BPO provider. "Looking at what's out there, ITIL [IT Infrastructure Library] seemed to be suited for us," he said. ITIL's emphasis on such core IT service management (ITSM) issues as problem, incident, change and request management are all about servicing end users and processes over technology.

Before StarTek's IT department returned and the ITIL framework was adopted, ITSM had been a problem for the company. "The service desk was outsourced back at that point, so it was more challenging to follow a process framework and make sure we could keep our vendor aligned to it," Carbonnell said. To help align IT service delivery processes, the company looked at using such products as BMC Software Inc.'s Remedy and SunView Software Inc.'s ChangeGear, which had ITIL and ITSM process guidelines built in. ChangeGear was selected based on its manageability, the degree to which it could be customized and its price.

Learn more about ITIL frameworks in our piece on fortifying the ITIL framework.

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A video guide to ITSM, ITIL and service delivery

These videos provide a helpful overview to the benefits of ITIL, IT service management and service delivery options.

Revolutionize your services delivery model

It's not uncommon for the CIO to be in charge of centralizing IT processes and the underlying IT systems that support them. What's not as common is the CIO taking on the role of managing the processes that support line-of-business services. But that's shifting in some organizations, as demonstrated at the recent Gartner CIO Leadership Forum in Scottsdale, Ariz., where several attendees had the dual role of CIO and business process optimization guru.

That's a role that Michael Saitow, CIO at Somerville, Mass.-based wine and liquor distributor M.S. Walker Inc., readily embraced five years ago, when he was invited to also manage line-of-business services. As with centralizing IT services, the key to managing business services is standardization, according to Saitow.

"Standardization has helped everything: service delivery, our pricing and accuracy," he said.

Read the full story to learn how to improve business service delivery.

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Shared service model and customer experience

Get free IT service catalog templates here

A glossary guide for managing IT services

Do you know the following ITIL and IT service delivery terms? They might make your ITSM framework less hectic.

A four-step plan for better organizational change management

When executive editor Christina Torode talked to IT service management expert Derek Lonsdale about change-management strategy challenges, he kept coming back to the change management advisory board.

True, the advisory board approval process tends to be too bureaucratic at some enterprises, but the real problem is what happens -- or should be happening -- before a change request even gets to the board. talked to Lonsdale, a service management leader and lean expert in the Cambridge, Mass., offices of the London-based PA Consulting Group, for a rundown of recommendations for tackling change management strategy challenges.

Read the full story to learn how to develop and improve your change management strategy.

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Banish change management process hold-ups

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ITIL and IT service management best practices: Are you up to the task?

The IT Infrastructure Library (ITIL) has gone through many iterations over the years, and IT service management (ITSM) best strategies have grown and evolved in tandem. Add to this the growing need to manage mobile devices, Software as a Service applications and other operations that traditionally fall under the purview of the CIO, and it's hard to argue that staying up to date on IT service management best practices is one of the most important aspects of an IT leader's job.

Have you brushed up on the latest trends in ITIL and IT service management best practices? Read the stories linked below and take our quiz to find out.

Are you ITIL ready?