NOTE;The note is actually a piece sent to Art of Service for the compilation of ITIL experts' experience. The Art of service is a leading provider of ITIL books, Toolkits and Education worldwide.
I think I can say a lot about ITIL, having been involved in its adoption and implementation. My job as Implementation/Support Consultant with one of the Telecom Companies in Nigeria entailed Change Management, Incident /Problem management, Security patches update and General Support of an e-charge system.
The job would have posed a great challenge given the fact that the system has thirteen windows servers (live, backup, recovery and test platforms) with over 10 dependencies and clients.
Proactive approach to problem management that ITIL offers reduced the number of incident being escalated from 1st line support to about 20%.
Worthy of mention is also the importance of people in its usage. Being part of a team that promotes effective communication of deliverables, metrics, documentation and knowledge contributed to the success of its continual implementation. Our effort earned us the consistent service delivery and best team awards.
I am currently part of a team given the mandate to design the service catalog and portfolio of a company with a focus on people, process, product and partners. Never have I loved this profession better.
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