For many organisations, IT provides business critical services against a backdrop of ever changing business demands. Companies have reputations to protect as customers demand greater levels of service. Implementing the ITIL framework can ease these pressures by...

• Improving customer satisfaction with IT services
• Improving communication between IT and the business
• Reducing costs through a consistent, enterprise wide approach  
• Increasing staff performance and morale
• Saving money through increased standardisation and efficiency
• Planning growth in line with the business to reduce unnecessary spend
• Embedding a service culture
• Improving the management of outsourced services
  

The following are examples of how ITIL can benefit IT organisations through the use of formal processes.
 
Problem: Service Desk costs high due to the number of repeat calls.

ITIL: £35k pa reduction in costs through a formal problem management process used to identify trends in hardware faults with one particular supplier.
 
Problem: No clear understanding of the number of systems and applications software licences, leading to concerns of either under or over funding and the threat of legal action from FAST.
 
ITIL: The use of the Configuration Management process with a Configuration Management Database resulted in significant savings through the identification and monitoring of licences.

The best way to implement  the ITIL framework is with a comprehensive training program that encourages staff to use ITIL effectively, ensuring you get early buy in and a good return on your investment.