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Numara Software, Inc.: Numara research indicates less than 10 percent
of companies are adopting ITIL; Numara Software's ITIL Without the
Handcuffs' publication delivers some necessary realism on ITIL take-up
(M2 PressWIRE Via Acquire Media NewsEdge)
RDATE:03072008
Reading, UK -- Numara Software, Inc., a leader in service desk
management solutions, has produced key research which indicates that
the ITIL customisable framework of best practices still has to be
accepted across a wide range of companies.
Although 50,000 copies of the most recent version (V3) of ITIL were
sold within the first few weeks of its release in June 2007,
independent market research commissioned by Numara suggests that less
than 10 percent of companies are actually aware of ITIL as a best
practice framework and are adopting it in some form.
Although some enterprise organisations have embraced ITIL, largely
because it helps them put standard working processes and procedures in
place across their IT teams to help deliver service consistency, there
are still many organisations for whom ITIL and its benefits remain a
mystery, especially in the SME market.
The research is a key element of a new, realistic perspective on ITIL
addressed by the Numara guide, ITIL Without the Handcuffs' intended to
help organisations decide whether ITIL is likely to be useful for them,
and if so, how to get the most out of it.
Typically many companies feel they have insufficient resources to
implement such rigorous IT support standards as ITIL, and they view
standards as either too costly or not important enough to spend time
on. Although ITIL works well on paper, it can be difficult to
implement into all IT support procedures, especially if people and
organisations are not familiar with ITIL best practice.
"I think that a good reason for using standards is that it is about
processes people can follow, whereas the bad thing is that if there are
too many things to follow, you can get tied up with paperwork rather
than actually doing what you need to do," says one business development
director in the telecoms sector in the guide.
The two years of research commissioned by Numara from both Freeform
Dynamics and Dynamic Markets contained in ITIL Without the Handcuffs'
offers clear insight into the best practice challenges facing
organisations today. Among the research findings are that:
There are low levels of awareness and adoption of ITIL 10 percent
either have adopted or are in the process of adopting ITIL. But this
does not mean they are actually using it The typical challenges to
adoption are:
Understanding Time and resources Finding a good reason to implement the
framework Tailoring best practice to fit real world reality within the
business Finding executive support for process change that may affect
support levels
Robert Wiseman Diaries is a good example of the issues facing ITIL
exponents. The liquid milk company began applying ITIL to deliver best
practice controls in July 2007, using Numara Footprints to help improve
the predictability, management and performance of its service desk,
which handles 1100 users and up to 600 incidents each month. But the
extremely demanding ITIL change programme meant significant changes for
the company.
"We are moving from a more basic service desk and there is a lot to be
done. Everyone is being ITIL trained and sitting ITIL exams - the
entire department from the director down. We are also introducing new
processes and changing processes. This is a period of adjustment for
everyone - it's changing the way people work, which can be difficult
when you are also trying to manage the day job," says Alex Barelle, IT
Service Delivery Manager at Robert Wiseman Dairies.
"In our fast paced commercial world, companies face a multitude of
challenges and are heavily reliant on IT in order to keep abreast of
these demands. Today technology is a given, and the more forward
thinking companies already understand that their focus must move away
from the nuts and bolts of doing IT', towards a more business
service-oriented approach," says Andy White, Managing Director for EMEA
and APAC at Numara Software.
"This ITIL Without the Handcuffs' guide offers a very practical,
concise and realistic discussion around ITIL, with examples of how
organisations are adopting best practice - either by following ITIL to
the letter or by incorporating the elements of ITIL that are most
applicable to their specific business needs."
Some of the key points about ITIL covered in the Guide are that:
--ITIL is more likely to apply to larger companies of over 10,000
employees. But smaller companies can still cherry pick best practice
elements
The upfront investment such as time, costs and resources are key
considerations before embarking on an ITIL journey Every organisation
can benefit from elements of ITIL, but you don't need to adopt the
whole process Organisations adopting ITIL should know when enough is
enough
As well as the research from Freeform Dynamics and Dynamic Markets on
ITIL Adoption, the Guide also features a comprehensive series of ITIL
Do's and Don'ts.
"In today's competitive environment, companies want processes that
enable them to take control of their IT infrastructure in a pragmatic
way. They want technology, policies and procedures that empower them,
rather than be handcuffed to rigid systems which take years to
implement or change. Does ITIL provide all the answers? I hope this
guide will help you draw your own conclusions," says Numara Software's
Andy White.
To download a full copy of the ITIL guide, please visit the Numara
website www.numarasoftware.co.uk.
About Numara Software, Inc.
Founded in 1991, Numara Software Inc. is a global provider of service
desk management solutions for help desk and customer support
professionals who need to simplify and gain control over their
increasingly complex environments. The Numara Software trusted
solutions address critical IT and support functions, such as customer
service desk, IT help desk, asset management, software patch and
deployment, and network monitoring.
With its two flagship products, Numara Track-It! and Numara FootPrints,
and more than 50,000 customer sites worldwide, Numara Software is a
service desk management solutions leader.
Examples of customers already benefiting from FootPrints technology
include Ryanair, Paymentshield, Polaris Industries and the Special
Olympics. Track-It! customers include SONY, Ford and Rolls Royce.
To register for a one-on-one guided walkthrough, attend a webinar or
download a trial, please contact the UKsales team on: +44 (0) 800 195
2373 or visit: www.numarasoftware.co.uk.
CONTACT: Charlotte Hicks, Marketing Consultant, C8 Consulting Ltd
Tel:+44 (0)118 900 1134
e-mail: charlotte@c8consulting.co.uk
Numara Software Ltd
Tel: +44 (0)800 195 2373
WWW: http://www.numarasoftware.co.uk
Paula Elliott, C8 Consulting Ltd for Numara Software
Tel: +44 (0)7894 339 645
Tel: +44 (0)118 900 1132
e-mail: paula@c8consulting.co.uk
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