ITIL

ITIL is a set of disciplines, processes, and best practices used to deliver IT services without regard to the underlying technology. Viewing network connectivity, email, applications, and infrastructure as services instead of technology allows a more holistic, customer-focused view of IT management.

Major enterprises across many industries have adopted ITIL and are seeing reduced time to repair, lower operating costs, and improved reliability, among other characteristics in the services they provide. Many other enterprises are in the formative stages of ITIL adoption and are struggling through the cultural, organizational, and process changes that ITIL brings.

Burton Group helps enterprises understand the business risks and rewards of ITIL, including:

• The benefits ITIL can bring to an organization
• Cultural shifts ITIL brings about and how to manage them
• Organizational changes required to support the ITIL framework
• Transition from Help Desk to Service Desk
• Shifting from a technology focus to a service focus
• Integrating development processes with the Service Life Cycle
• How continuous improvement can identify and resolve process issues

The management of IT is more complex and fraught with problems than the design and acquisition of the technology itself.

Burton Group provides practical advice for adopting ITIL, including:

• Defining architectural principles that support ITIL
• Integrating complementary frameworks such as CoBIT, ISO 20000, ISO 27000, and CMMI
• Defining service levels
• Scoping the configuration management database (CMDB)
• Implementing effective change management procedures
• Adopting triage-based incident and problem management

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