3 Areas to Start Powering Non-IT Processes with ITIL
November 16, 2012
Martin Grobisen
Share this

Every organization today is looking to improve efficiencies and reduce costs. In addition, organizations are trying to be more responsive to their internal customer demands. Maybe your ITIL-based Service Desk solution can help.

Let’s take a look at three areas where your company could benefit from using the ITIL framework to streamline non-IT processes. 

1. Facilities

Facilities Management is a great place to start the ITIL-based process expansion. The Facilities department has many recurring projects that require a consistent approach. For example, expanding an existing office or a full-fledged company move, both have many similar processes. By using an ITIL framework to build the workflow, it becomes consistently repeatable. The Facilities department can build in required approvals, automation of status notifications, regulatory reporting and more, directly into the workflow.   

2. HR

The HR Department is another line of business that can benefit from the ITIL framework. Process examples include: the standard new employee on-boarding, hiring, dismissal and auditing. All of these HR processes require strict regulatory practices, a perfect match to an ITIL-based framework. Often times some of these processes are already aligned with IT. For example, part of the on-boarding process requires access to computers, systems, as well as, other IT services. And of course, one of the final stages of the dismissal process is removing access to IT. Besides the obvious IT integration, there is often need for facilities participation. By building the processes in the ITIL framework, a new hire process can automatically alert the IT and facilities stakeholder of their required participation.

3. The PMO

One of the most strict process based departments in any company is the PMO (Project Management Office). Adding an ITIL platform module to the PMO can help drive efficiencies and more project consistency. No different than other non-IT lines of business, such as HR, the PMO will use a core of software. The ITIL-based module is not a replacement for the Project Management software that is used as the basis for the PMO projects. Instead, it is an additional tool that can be implemented to help align the PMO more closely with the business. 

ABOUT Martin Grobisen

Martin Grobisen is Product Marketing Manager for Sunview Software.

Share this

The Latest

October 17, 2019

As the data generated by organizations grows, APM tools are now required to do a lot more than basic monitoring of metrics. Modern data is often raw and unstructured and requires more advanced methods of analysis. The tools must help dig deep into this data for both forensic analysis and predictive analysis. To extract more accurate and cheaper insights, modern APM tools use Big Data techniques to store, access, and analyze the multi-dimensional data ...

October 16, 2019

Modern enterprises are generating data at an unprecedented rate but aren't taking advantage of all the data available to them in order to drive real-time, actionable insights. According to a recent study commissioned by Actian, more than half of enterprises today are unable to efficiently manage nor effectively use data to drive decision-making ...

October 15, 2019

According to a study by Forrester Research, an enhanced UX design can increase the conversion rate by 400%. If UX has become the ultimate arbiter in determining the success or failure of a product or service, let us first understand what UX is all about ...

October 10, 2019

The requirements of an APM tool are now much more complex than they've ever been. Not only do they need to trace a user transaction across numerous microservices on the same system, but they also need to happen pretty fast ...

October 09, 2019

Performance monitoring is an old problem. As technology has advanced, we've had to evolve how we monitor applications. Initially, performance monitoring largely involved sending ICMP messages to start troubleshooting a down or slow application. Applications have gotten much more complex, so this is no longer enough. Now we need to know not just whether an application is broken, but why it broke. So APM has had to evolve over the years for us to get there. But how did this evolution take place, and what happens next? Let's find out ...

October 08, 2019

There are some IT organizations that are using DevOps methodology but are wary of getting bogged down in ITSM procedures. But without at least some ITSM controls in place, organizations lose their focus on systematic customer engagement, making it harder for them to scale ...

October 07, 2019
OK, I admit it. "Service modeling" is an awkward term, especially when you're trying to frame three rather controversial acronyms in the same overall place: CMDB, CMS and DDM. Nevertheless, that's exactly what we did in EMA's most recent research: <span style="font-style: italic;">Service Modeling in the Age of Cloud and Containers</span>. The goal was to establish a more holistic context for looking at the synergies and differences across all these areas ...
October 03, 2019

If you have deployed a Java application in production, you've probably encountered a situation where the application suddenly starts to take up a large amount of CPU. When this happens, application response becomes sluggish and users begin to complain about slow response. Often the solution to this problem is to restart the application and, lo and behold, the problem goes away — only to reappear a few days later. A key question then is: how to troubleshoot high CPU usage of a Java application? ...

October 02, 2019

Operations are no longer tethered tightly to a main office, as the headquarters-centric model has been retired in favor of a more decentralized enterprise structure. Rather than focus the business around a single location, enterprises are now comprised of a web of remote offices and individuals, where network connectivity has broken down the geographic barriers that in the past limited the availability of talent and resources. Key to the success of the decentralized enterprise model is a new generation of collaboration and communication tools ...

October 01, 2019

To better understand the AI maturity of businesses, Dotscience conducted a survey of 500 industry professionals. Research findings indicate that although enterprises are dedicating significant time and resources towards their AI deployments, many data science and ML teams don't have the adequate tools needed to properly collaborate on, build and deploy AI models efficiently ...