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Leading companies shift from purely a cost- oriented focus to a value-oriented focus. It hasbeen found that the most forward-thinking, best practice companies have begun a shift awayfrom purely operational metrics and measurements towards tracking the business valuedelivered by their IT initiatives. CIOs have traditionally delivered the requested technologiesto the business at the lower cost through a combination of specialty service providers andinternal services. The Best CIOs recognize the flaws associated with this approach; thisforces the discussions about the value of IT to be based strictly on cost. The more savy CIOsare moving toward a role that has them focusing on cost effectively maximizing the businessvalue enabled by IT. (Source: IT Trends 2003: IT Services; from Giga Information Group).As the IT organization’s role moves beyond efficiency to Business effectiveness,implementing an ITO value management process is crucial to optimizing an organization’sreturn on the IT investment.In this new scenario the words like “ best practices”, “process optimization”, “quality ofservice” and “alignment of IT services to business” etc. do not remain mere buzzword; ratherthey have turned out to be the lifeline of all ITOs. It is essential that ITOs and service providersadopt world-class processes and best practices so that they don’t learn and grow throughthe path of trials, errors and tribulations.
Value of ITIL Process Framework to IT Service Management