What are the benefits and drawbacks to using ITIL?

ITIL (IT Infrastructure Library) is the most widely accepted approach to IT service management in the world, but however successful it is, it also has its drawbacks.

ITIL is a very important part of IT governance and the relationship between ITIL and ISO/IEC 20000 is critical for organisations attempting to implement a working IT governance framework. ITIL as a framework improves customer satisfaction, increases staff retention, morale and ROI. Organisations who implement ITIL should also see an improved use of skills and experience within their staff and a transparent approach towards IT costs and assets.

However, (from a recent discussion on Linkedin) the main problem with ITIL, is that it seems to be only as successful as the people who implement it. If they have a good understanding of the framework, then ITIL will achieve all the results desired. If on the other hand, individuals are not willing to understand, then ITIL will have as many drawbacks as a person sees fit.

Therefore to make ITIL work in your organisation, you need to truly get to grips and understand the framework. Take a look at this handbook below, which will help you appreciate and apply the framework, shown in a detailed yet simple six-step process.


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ITIL V3 Planning to Implement Service Management

ITIL V3 Planning to Implement Service Management
  • This handbook details a six-step process to planning service management implementation. This process is both pragmatic and simple, helping you achieve implementation in record time
  • All of the information in this manual is fully aligned with ITILv3, the most recent version of ITIL) making it ideal for any V3 implementation
  • This book is endorsed by the OGC, the creators of the ITIL methodology, so it is confirmed best practice and relevant.

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