ITIL and EFQM

ITIL and EFQM

INTRODUCTION

Today's competitive business world achieving corporate excellence is the key to success. Many organizations rapidly adopt different tools and frameworks in order to continuously improve the organizational performance. Among those The Information Technology Infrastructure Library (ITIL) and EFQM Business Excellence Model (EFQM), has gained a high recognition and a wide acceptance among organizations worldwide.

CURRENT EXPLNANTION AND ISSUES RELATINING TO ITIL

The Information Technology Infrastructure Library (ITIL) comprise of a set of best practices, concepts, guidelines for managing Information Technology (IT) services. ITIL consistently and comprehensively document the best practices and refer as guidelines and best practices of managing IT service. Written down in terms of series of books and manuals this explains the practices that are already tested and benefited. This is a most widely accepted approach to managing IT services and to deliver business value.

The concept behind the Information Technology Infrastructure Library (ITIL) is to provide practical and systematic framework for managing and implementing Information technology services for the business, specified clear framework procedures for planning, designing; delivering and supporting IT related services for the business.

It comprises of following key areas as, Service Strategy (Service design aspect with guidance on designing IT services in line with their governing IT practices, policies and processes) Secondly the Service Transition (transitioning new and changing services into operations) and thirdly Service Operation and finally the continual Service Improvement, (providing value for customers through better design, introduction and operation of services with improvement efforts linking service strategy, design, transition and operation) (Van, 2007).

ITIL (Information Technology Infrastructure Library) best practices and guidelines are followed by most top-level clients in the world such as NASA, the UK National Health Service (NHS), HSBC bank and Disney (ITIL-Home, 2011).

2.1 ADVANTAGES AND DISADVANTAGES

Advantages

ITIL Unlock the value of IT investment

The framework consist of best practices already proven and benefited, thus it acts as a comprehensive guide to get the maximum out of IT investment by tuning the IT Management into a best practice module, and deriving value to other areas of business.

Reduce Cost

There is a huge cost saving in the long run of implementing ITIL

As ITIL official site white paper for on executive briefing on benefits of ITIL has depict as a nationwide retail organization made savings in excess of £600,000 per annum by adopting ITIL service strategy practices for its financial management.

Improved productivity along with customer satisfaction

For an organization with high customer contact, mainly most of the cost of delivering IT support came from resolving customer issues. By adopting ITIL approaches to knowledge-based information system can self-help to resolve customer issues faster, as a consequence increasing productivity same time increasing user satisfaction with the service.

No additional consultancy cost on testing and trail

This framework consist of already tried and tested best practices a library of manuals and procedures, hence it does not require an organization who is adopting to run pilot tests on practices, saving consultancy fee and other resources.

ITIL framework gets updated reflecting current times

This framework ...