| |AUGUST 20228CIOReviewIN MY OPINIONWhen I was asked to write an article on IT Service Management (ITSM) best practices, my initial reaction was, "who would want to read about that!". With so many cooler topics to discuss, like harnessing the power of AI on the manufacturing side (Operational Technology and IOT) or self-healing network designs, why cover something as dry and fundamental as the basic blocking and tackling of ITSM? One good answer is that it'll help prevent an IT Operations Manager and his/her team from losing sleep at night, and there's something to be said for that!Adopting an industry framework, like IT Information Library (ITIL), will go a long way in helping your IT teams deliver more consistent services by enabling them to move beyond reactive support habits to more proactive service delivery. Sure, it will take some up-front planning, training, and potentially improved tooling, but the time saved in the long run will let those same support resources add value by allowing them more time to learn interesting and newer technologies.The ITIL framework is a guide used by many IT functions to deliver more quality-driven, customer-focused services in the most economical way.The framework has been around since the 1980s and was established by the Central Computing and Telecommunications Agency (CCTA), a government agency in Great Britain (Stewart, 2013). Its latest revision is V4, and it continues to mature over time, with 34 IT Management Practices. While there is certainly not enough time to cover the many nuances and depth of the ITIL framework, I will briefly cover three of the most fundamental practices, which are the cornerstones in becoming a higher-performing IT support organization. They are Incident Management, Change Enablement, and Problem Management.By Fred Geerken, Senior Director of IT/CISO, Leprino FoodsITSM ARTICLE ­ WHY ITIL?Fred Geerken
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