ITIL Assessment

TBI consultants are dedicated to ensuring that your business avoids reinventing the wheel. One way we do this is by relying on our extensive knowledge of ITIL® (Information Technology Infrastructure Library). This is the only consistent documentation of best practices for IT service management.

During the assessment phase of our relationship with your company, our ITIL® trained team will look for well-ordered and proven problem-solving procedures already documented. If solutions currently exist that are appropriate, these will be included in our recommendations prior to implementation of any new procedures.

In addition to reducing the time to implementation, the benefits of using ITIL® guidelines overall include reduced costs, improved customer service and productivity, and improved use of skills and experience.

TBI ITIL Service Items

  • The Top 10 Strategic Benefits of ITIL

The Top 10 Strategic Benefits of ITIL

  • Provides a single, definable, repeatable, and scalable documented framework for IT best practice that flows across the IT organization.
  • Clearly identifies roles and responsibilities for IT Service Management.
  • Supports reducing IT costs and justifying the cost of IT quality.
  • Supports ability of IT to measure and improve internal performance and service provisioning.
  • Defines IT in terms of services rather than systems.
  • Supports improvement of user productivity.
  • Improves communication and information flows between IT and organization business departments.
  • Provides a framework for IT to support regulatory challenges.
  • Improves ability of IT to adjust as business opportunities and challenges are presented.
  • Improves relationship of IT with the business – builds trust

Typical ITIL Program Principals

The goal of this program is to support the mission which is to enable companies to deliver long-term superior investment results and service through the effective use of technology that maximizes business value.

Typical ITIL Program Principles

Objectives | Initiative | Transformation | Agent Change


  • Increase the Availability of IT Services to the Business
  • Reduce Time-to-Delivery of IT Services to the Business
  • Manage IT Operations to Acceptable Risk Levels
  • Improve Cost Efficiency of Services Delivered


  • Enterprise Incident Management
  • Release Consolidation & Automation
  • Consolidated Service Desk Improvement
  • Configuration Management
  • Enterprise Problem Management
  • Enterprise Change Management


  • Transformation = Change (i.e. Organizational, Behavioral)
  • Multiple, coordinated efforts across the enterprise
  • Sustained involvement by functional teams
  • Personal investment & commitment by program participants
  • Time: Need to be aggressive, but realistic

Agent Change

  • Involve associates from affected organizations in the development of the change
  • Spread the word to a broad audience of what is changing and why
  • Constantly communicate to change the culture

Phase 1

Phase 1 is about building a strong foundation of IT practices. Focus is on eliminating the most common causes of service disruptions and creating support efficiencies by using consistent methods and tools across all ITG.

Building Foundation

  • Change Management – reduce “self-inflicted” outages
  • Problem Management – reduce recurring outages
  • Release Management – speed-up delivery of enhancements
  • Consolidated Service Desk – improve user satisfaction
  • Incident Management – reduce outage duration
  • Configuration Management – reduce risk

Phase 2

Phase 2 builds upon the groundwork of Phase 1 by automating the improved methods with proven commercial tools. This allows ITG to be more effective in delivering services that meet the expectations of the business.

Building On Foundation

  • Knowledge Management – improve effectiveness & efficiency of support staff
  • Service Level Management – establish business driven service expectations and measure them
  • Business Service Monitoring – detect issues early and resolve before there is a business impact
  • Service Request Management – simplify the way that users request services
  • Configuration Management – content automation to reduce risk and improve efficiencies

How does ITIL define a Service?

  • Will likely combine multiple resources and RFS’s
  • Is described in business terms
  • Defines performance and support requirements
  • Is managed as a whole, not in parts
  • Has a defined provisioning process
  • Has a defined customer
  • Has an IT owner
  • Has a defined support process


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