Service Management: Leveraging ITIL for Delivery of IT as a Service
This IDC study explores essential considerations in transforming traditional IT service management (ITSM) into IT as a service (ITaaS), the conceptual delivery model whose purpose is to better facilitate business outcomes that the IT customer wants. IDC believes that ITaaS is a timely and necessary model for managing, controlling, and securing the future IT environment. By itself, ITaaS doesn't resolve the lack of a business orientation within IT. However, ITaaS does enable the end user (business entity) to obtain IT services from multiple non-enterprise sources and can be effective in delivering the desired business outcomes. Effective ITaaS mandates the "service" orientation of ITSM, which IT organizations are still struggling to effectively adopt.
Within any IT organization, and especially ITaaS providers, there is an ongoing need for processes associated with software release, problem resolution, change, service catalog, and other IT best practices that are effective and efficient. In the past 15–20 years, IT practitioners have come to recognize the contribution of "process" in maturing their IT operations. Value can exist for any IT service provider within ITIL's documentation of standardized practices for the IT service life cycle. This study is intended for IT executives who struggle with the appropriate long-term role of ITIL in the promised delivery of effective business-oriented IT services and provides insight into ITIL's legitimate contribution to efficient and effective IT as a service.
"IT organizations seeking to deliver ITaaS need to stop promoting their processes and ITIL compliancy and begin marketing the availability, consistency, and pricing of competitive IT services within their service catalog that are based on business outcomes for their customers," says Bill Keyworth, adjunct analyst with IDC's Research Network. "ITIL can greatly assist in this transformation."