What do Procter & Gamble, Austin Energy, and the Commonwealth of Virginia have in common? They've reaped the benefits of ITIL -- an IT service support/service delivery framework based on the IT Infrastructure Library.

Selecting specific ITIL initiatives, such as the service desk or change management, has become a norm with organizations using ITIL Version 1 or Version 2. Few companies, however, have yet to embrace all of the ITIL initiatives, especially for service delivery, such as financial management. But that could all change with the lifecycle approach to IT service management built into ITIL Version 3, which provides a beginning and end to the entire service management process.

Derek Lonsdale, an ITIL program manager at PA Consulting, says, "ITIL's lifecycle approach will make it easier for CIOs to understand the strategic benefits of using ITIL." In this podcast, Lonsdale provides a look at where organizations are with ITIL versions 1 and 2, what enhancements have been made to ITIL 3, and what are some of PA Consulting's "lessons learned" about carrying out ITIL successfully.

Bio

Derek Lonsdale is an IT Infrastructure Library (ITIL)  program manager for PA Consulting, a London-based independent IT consulting firm. He has contributed to the design and deployment of ITIL processes for numerous ITIL programs, including three global initiatives for a global pharmaceutical firm, a global financial service firm, and a major energy company. During his fifteen years as an IT professional, Lonsdale has managed many business critical IT improvement projects, ranging from IT service management transformations to IT process re-engineering. He  specializes in IT best practices, IT change, project management, and outsourcing for PA Consulting's United States practice.

Resources

Ten Tips for  Successfully Implementing ITIL

The IT  Portal -- A Platform for Service Management

Taking the High Road:  Local Government Restructuring and the Quest for Quality

Production Credits

Elizabeth Ferrarini, Producer
Dana  Farver, Executive Producer, Communities Editor-in-Chief
Tom  Parish, Audio Producer, Show Host