Business Problems Solved by ITIL
Improve Operational Efficiencies / Reduce Cost
Reducing operational costs is the number one reason our clients adopt ITIL. ITIL provides the structure to understand and address the operational problems and inefficiencies that are costing your organization millions in productivity and lost opportunity.
Respond Quickly to Change / Stay Competitive
Becoming Agile is the second reason that our clients want ITIL. As operational issues are addressed, ITIL provides a measurement structure which brings IT into alignment with the business. This also provides the foundation for quickly evaluating and adopting new technologies and capabilities--which lead to New Products and Services.
Enable Business Strategy
Enabling growth strategies such as M&A is the third reason our client's choose ITIL. ITIL provides the framework for a "Services-Based" IT organization. As IT aligns with the Business, it also becomes Service-Oriented. IT Services are assets that can quickly be repurposed to connect to, integrate with, replace or be replaced by similar services in the acquired organization. IT as a Set of Services allows us to ask and answer the questions for each Service:
- How much are we spending?
- Why are we spending it?
- Is it reasonable to be spending this?
ITIL Solutions
Icon offers a set of solutions that address these business problems and more - regardless of where you are in your ITIL adoption.
Roadmap
Considering ITIL? Icon's Roadmap Solution focuses on helping organizations understand the nature and complexity of ITIL and how it can be leveraged to address your needs. We use a combination of business and IT goals to drive priorities of the ITIL implementation, and help you build a comprehensive plan to get to the desired end state. Understanding the end state and its impact on your organization can be as difficult as getting there, so we walk you through every step of the way.
Assessment Solution
Ready to get started? Icon's Assessment Solution helps you understand the current state of your IT organization. Whether beginning an ITIL effort from scratch or already part way through, our ITIL or ISO 20000 Process Assessments will help you understand gaps vs. priorities and provide actionable recommendations on what to do next. Since an ITIL deployment not only changes process but also roles, our Cultural Assessment will also help you understand how the changes will impact your organization, how to leverage your organization's existing structure to adopt change, and what kinds of adjustments your people will be expected to make.
ITIL Process Definition
Need help with process or automation? Icon's ITIL Process Definition Solution leverages the best practices available in frameworks and automation to rapidly build and deploy working ITIL-based process for your organization. Leveraging state-of-the-art "Practice-Based" process improvement found in Rational Method Composer (or Eclipse Process Framework Composer), we capture your existing processes, augment them with industry standard ITIL assets found in ITUP, CMMI-SVC, ISO 20000, and elsewhere, and deploy them to your teams to pilot and adopt in weeks. Process and automation go hand in hand with ITIL--so whether you already have ITIL tool solutions or need them, our process deployment focuses on implementing and training modified work instructions to support your automated tools as the ITIL processes are rolled out across the organization.
OCM Solution
Started but struggling with Change? ITIL adoption significantly changes how an IT organization does business. It impacts roles and management structures and it introduces performance measures which enforce auditability and accountability. It fundamentally changes the way your people think about delivering value to the business. For many, all that change can be intimidating and scary. Icon's Organizational Change Management (OCM) Solution helps you identify and overcome resistance to change all along the way. Using industry best practices based on Kotter and other pioneers in the field, we help you formulate and implement a comprehensive OCM strategy that will leverage the strengths of your organization to effect actionable behavioral change at all levels, from the CIO on down.