CEO’s, CIO’s today, are under greater pressure than ever before to produce verifiable business outcomes that help your organization achieve and sustain high performance.

This pressure comes from all sides. For the CEO is challenging IT to contribute demonstrably higher shareholder value. The CFO is seeking real and differentiated returns on IT investments. The COO is looking to IT to reduce operating costs and make the business more effective. And all of them want IT to help them run a high-performance business.

What is also needed is an approach that addresses the other pressure points, by building IT's strategic relevance and credibility across the business. To do this, ITILv3 both expands and elevates ITIL's focus from processes to outcomes.

Towards Service Strategy

By tackling IT's strategic and business integration alongside its operations, ITILv3 repositions IT as a true and responsive service provider to the business. And by putting the customer dialogue at the centre of IT strategy and delivery, ITILv3 provides the cornerstone for bridging the gap between an organization's existing IT capabilities and its future vision for high performance. For the CIO it delivers still more, providing the crucial lever for improving service-oriented operations—and thereby ensuring IT's continued relevance to business performance and strategy. For CIOs who have already invested in ITILv2, version 3 opens up opportunities to leverage the existing investment still further and expand the impact of ITIL across all IT domains organization-wide.

As Figure shows, ITILv3 achieves this through an iterative lifecycle of service design, transition and operation. These attributes means ITILv3 presents the CIO of any major organization with a powerful framework and practical tools to transform the operational delivery capability, credibility and strategic relevance of IT. The structured lifecycle described above can provide the CIO with a framework to turn IT into a strategic asset, and to move the entire function up the service management continuum shown in Figure —from industrialization, through business alignment, to integration.

ITILv3 provides the roadmap for this journey, through a cohesive set of leading practices, roles and relationships spanning the enterprise. These elements are geared to help embed a service mindset, guiding IT people not only in their operational roles, but in their diverse interactions with stakeholders across the business.
However, while ITILv3 is a structured approach, it is not rigid. Rather than providing a prescriptive process blueprint to be applied in a mechanistic way, it is designed to be a flexible framework that can be adapted and adopted by any organization, irrespective of industry, geographical or cultural characteristics. A key success factor for ITIL has always been that its self-optimizing capabilities, and ITILv3 extends this advantage still further, by including mechanisms and metrics for tracking and achieving customer and business outcomes.

ECOM provides ITIL based ISO 20000 end to end certification process as well as tool based Service Management solutions.

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