ITIL Is Not Just For IT Businesses

What is ITIL?

There is a general misconception in today’s enterprise world that equates ITIL to a help-desk. Let us firstly debunk that myth.

ITIL is NOT a help-desk!

Anyone that tells you so does not know ITIL!

ITIL is a framework that provides a set of best practices to help you manage your IT services.

Within the ITIL framework the concept of a help-desk is simply an implementation of a Service Desk function that is a subset of 8 other core ITIL Functions and is supported by Incident Management process that is a part of 26 other core ITIL Processes.

Before we scare you off with the technical nuances of the ITIL framework, its Functions and its supporting Processes, let’s take a step back and discuss how it all applies to the business world.

How can ITIL help a non-IT Business?

In today’s day and age of e-commerce, SaaS and mobile driven consumption of products and services, you cannot avoid relying on IT services to support your business and operations. This holds true for large enterprises like Amazon selling products in the consumer market or IBM providing IT business consulting services and also for small businesses like independent store or individuals selling their craft work on the internet.

As this reliance on IT services continues to increase, it is becoming critical for your business’ success to have a good understanding of the IT services that you require to support your business and how to manage these services.

For instance, every minute that your credit card processing machine is down, you are losing money! For the success of your business, you need to know how to manage your credit card processing service.

The extent of an ITIL structure you need to create to manage these services of course depends on what business you are in and how complex your operations are.

For instance, if you are an independent coffee shop that relies on providing free W-Fi access your patrons to be competitive with large chains, you may want to start by simply creating a catalogue of IT services that support your business. These services could include:

  • Internet service
  • Warranty and support for your Wi-Fi routers
  • Warranty and support for your computer equipment
  • Warranty and support for your business support software such as inventory keeping
  • Support to hosing and maintaining your web site

The catalogued service description of these services could simply include information on:

  • Who provides these services to you
  • What are their hours of operations
  • What are their contacts to receive support
  • How much do they charge you

You can also bullet out small process steps for your staff on how to contact your IT service providers and how quickly they are supposed to respond back to your service calls.

Once you make this catalogue and process steps available to your staff, you are well on your way of standardizing your IT services and the risk of your business support services relying just on you is significantly reduced.

It is fairly obvious to realize that the scenario we outlined above can also be applied to your non-IT business critical services such as your coffee bean supply service. Thus these non-It services can also be managed by making the core principles and practices of ITIL applicable to them.

As your business grows and becomes reliant on more complex supporting services you can easily expand your ITIL structure to support your needs.

At DiOss Technologies we are working on a serf-serve SaaS platform (SnOMan) that will provide you with a set of tools and best practices to manage your IT services.

With snOMan you can easily create, manage and access your services catalogue and you can outline simple processes to manage your businesses critical services. Connect with us if you are interested in getting early access to our snOMan platform.

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