• Information Technology Is Horizontal To Every Industry. Choosing The Right IT Management Framework Could Make The Difference Between Your IT Department Being A Cost Center or A Business Enabler. You Must Choose Wisely.

  • Information Technology Is Horizontal To Every Industry. Choosing The Right IT Management Framework Could Make The Difference Between Your IT Department Being A Cost Center or A Business Enabler. You Must Choose Wisely.

  • Information Technology Is Horizontal To Every Industry. Choosing The Right IT Management Framework Could Make The Difference Between Your IT Department Being A Cost Center or A Business Enabler. You Must Choose Wisely.

  • Information Technology Is Horizontal To Every Industry. Choosing The Right IT Management Framework Could Make The Difference Between Your IT Department Being A Cost Center or A Business Enabler. You Must Choose Wisely.

  • Information Technology Is Horizontal To Every Industry. Choosing The Right IT Management Framework Could Make The Difference Between Your IT Department Being A Cost Center or A Business Enabler. You Must Choose Wisely.

  • Information Technology Is Horizontal To Every Industry. Choosing The Right IT Management Framework Could Make The Difference Between Your IT Department Being A Cost Center or A Business Enabler. You Must Choose Wisely.

  • Information Technology Is Horizontal To Every Industry. Choosing The Right IT Management Framework Could Make The Difference Between Your IT Department Being A Cost Center or A Business Enabler. You Must Choose Wisely.

  • Information Technology Is Horizontal To Every Industry. Choosing The Right IT Management Framework Could Make The Difference Between Your IT Department Being A Cost Center or A Business Enabler. You Must Choose Wisely.

  • Information Technology Is Horizontal To Every Industry. Choosing The Right IT Management Framework Could Make The Difference Between Your IT Department Being A Cost Center or A Business Enabler. You Must Choose Wisely.

  • Information Technology Is Horizontal To Every Industry. Choosing The Right IT Management Framework Could Make The Difference Between Your IT Department Being A Cost Center or A Business Enabler. You Must Choose Wisely.

  • Information Technology Is Horizontal To Every Industry. Choosing The Right IT Management Framework Could Make The Difference Between Your IT Department Being A Cost Center or A Business Enabler. You Must Choose Wisely.

  • Information Technology Is Horizontal To Every Industry. Choosing The Right IT Management Framework Could Make The Difference Between Your IT Department Being A Cost Center or A Business Enabler. You Must Choose Wisely.

  • Information Technology Is Horizontal To Every Industry. Choosing The Right IT Management Framework Could Make The Difference Between Your IT Department Being A Cost Center or A Business Enabler. You Must Choose Wisely.

  • Information Technology Is Horizontal To Every Industry. Choosing The Right IT Management Framework Could Make The Difference Between Your IT Department Being A Cost Center or A Business Enabler. You Must Choose Wisely.

  • Information Technology Is Horizontal To Every Industry. Choosing The Right IT Management Framework Could Make The Difference Between Your IT Department Being A Cost Center or A Business Enabler. You Must Choose Wisely.

  • Information Technology Is Horizontal To Every Industry. Choosing The Right IT Management Framework Could Make The Difference Between Your IT Department Being A Cost Center or A Business Enabler. You Must Choose Wisely.

  • Information Technology Is Horizontal To Every Industry. Choosing The Right IT Management Framework Could Make The Difference Between Your IT Department Being A Cost Center or A Business Enabler. You Must Choose Wisely.

  • Information Technology Is Horizontal To Every Industry. Choosing The Right IT Management Framework Could Make The Difference Between Your IT Department Being A Cost Center or A Business Enabler. You Must Choose Wisely.

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Hi, my name is Manuel. I served 4 years in the United States Marine Corps where I learned valuable leadership traits such as integrity, commitment to success, and the value of process. After serving my country honorably, I pursued my passion of solving mission-critical IT issues.

Learn how I help CIOs transform their IT Departments from being money draining cost centers into cost-saving business units with ITIL, the most widely recognized framework for IT Service Management in the world.

Why Use ITIL?

ITIL is part of a suite of best-practice publications for IT service management (ITSM). ITIL provides guidance to IT Departments on the provision of quality IT services, and on the processes, functions and other capabilities needed to support them. ITIL is used by many hundreds of organizations around the world and offers best-practice guidance to all types of organizations.


ITIL is the most widely recognized framework for ITSM (IT Service Management) in the world. In the 20 years since it was created, ITIL has evolved and changed its breadth and depth as technologies and business practices have developed.


Manuel W. Lloyd helps companies with small to medium sized IT Departments looking to implement or improve the ITIL framework in their organization based on the five stages of the ITIL service lifecycle

Stage One: ITIL Service Strategy

  • Link activities performed to critical outcomes

    Support the ability to link activities performed by your IT Department to outcomes that are critical to your business and customers. As a result, your IT Department will be seen to be contributing to the value (and not just the costs) of the organization.

  • Enable your IT Department to understand the business

    Enable your IT Department to have a clear understanding of what types and levels of service will make the business successful and then organize itself optimally to deliver and support those services. The IT Department will achieve this through a process of defining strategies and services, ensuring a consistent, repeatable approach to defining how value will be built and delivered that is accessible to all stakeholders.

  • Enable your IT Department to respond better

    Enable the service provider to respond quickly and effectively to changes in the business environment, ensuring an increased competitive advantage over time

  • Quantify the services truly needed

    Support the creation and maintenance of a portfolio of quantified services that will enable the business to achieve a positive return on its investment in services.

  • Facilitate transparent communicaitons

    Facilitate functional and transparent communication between other departments and the IT Department, so that both have a consistent understanding of what is required and how it will be delivered

  • Organize your IT Department

    Provide the means for the IT Department to organize itself so that it can provide services in an efficient and effective manner.

Stage Two: ITIL Service Design

  • Improve alignment with customer values and strategies

    For organizations with commitments to concepts such as green IT or that establish strategies such as the use of cloud technologies, service design will ensure that all areas of services and service management are aligned with these values and strategies.

  • Improve information and decision-making

    Comprehensive and effective measurements and metrics will enable better decision-making and continual improvement of services and service management practices throughout the service lifecycle.

  • Improve the effectiveness of service management and IT processes

    Processes will be designed with optimal quality and cost effectiveness.

  • Improve IT governance

    By building controls into designs, service design can contribute towards the effective governance of IT.

  • Improve service performance

    Performance will be enhanced if services are designed to meet specific performance criteria and if capacity, availability, IT service continuity and financial plans are recognized and incorporated.

  • Improve service alignment

    Involvement of service design from the conception of the service will ensure that new or changed services match business needs, with services designed to meet service level requirements.

  • Ease the implementation of new or changed services

    Integrated and full-service designs and the production of comprehensive service design packages will support effective and efficient transitions.

  • Improve consistency of service

    This will be achieved by designing services within the corporate strategy, architectures, and constraints.

  • Improve the quality of service

    Both service and operational quality will be enhanced through services that are better designed to meet the required outcomes of the customer.

  • Reduce total cost of ownership (TCO)

    The cost of ownership can only be minimized if all aspects of services, processes, and technology are designed properly and implemented against the design.

Stage Three: ITIL Service Transition

  • Project Management

    Enable projects to estimate the cost, timing, resource requirement and risks associated with the service transition stage more accurately

  • Change Management

    Result in higher volumes of successful change

  • Adoption Curve

    Be easier for people to adopt and follow

  • Repurpose

    Enable service transition assets to be shared and reused across projects and services

  • Better Workflow

    Reduce delays from unexpected clashes and dependencies – for example, if multiple projects need to use the same test environment at the same time

  • Become More Efficient

    Reduce the effort spent on managing the service transition test and pilot environments

  • Get Expected Outcomes

    Improve expectation setting for all stakeholders involved in service transition including customers, users, suppliers, partners, and projects

  • Build Confidence

    Increase confidence that the new or changed service can be delivered to specification without unexpectedly affecting other services or stakeholders

  • Control Cost

    Ensure that new or changed services will be maintainable and cost-effective

  • Gain Control

    Improve control of service assets and configurations

Stage Four: ITIL Service Operation

  • Reduce Costs...Yes, Really

    Reduce unplanned labor and costs for both the business and IT through optimized handling of service outages and identification of their root causes.

  • Reduce Downtime

    Reduce the duration and frequency of service outages which will allow the business to take full advantage of the value created by the services they are receiving.

    .

  • Operational Results

    Provide operational results and data that can be used by other ITIL processes to improve services continually and provide justification for investing in ongoing service improvement activities and supporting technologies.

  • Greater Security

    Meet the goals and objectives of the organization’s security policy by ensuring that IT services will be accessed only by those authorized to use them.

  • Standardize

    Provide quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products.

  • Increase Efficiencies

    Provide a basis for automated operations, thus increasing efficiencies and allowing expensive human resources to be used for more innovative work, such as designing new or improved functionality or defining new ways in which the business can exploit technology for increased competitive advantage.

Stage Five: Continuous Service Improvement

  • Measured Approach

    Lead to a gradual and continual improvement in service quality, where justified

  • Business Alignment

    Ensure that IT services remain continuously aligned to business requirements

  • Gradual Improvement

    Result in gradual improvements in cost effectiveness through a reduction in costs and/or the capability to handle more work at the same cost

  • Improvement Visibility

    Use monitoring and reporting to identify opportunities for improvement in all lifecycle stages and in all processes

  • Identify Opportunities

    Identify opportunities for improvements in organizational structures, resourcing capabilities, partners, technology, staff skills and training, and communications

Frequently Asked Questions About ITIL

How does ITIL support our business outcomes?

Quantify and clearly demonstrate the true value of your IT infrastructure using ITIL financial management process to deliver the required financial stewardship and show improved governance over IT investments.


Support the marketing and consumption of your IT resources using the ITIL service catalog management process to improve communications, streamline the request process and help your internal and external customers to understand and link your IT resources to business outcomes they care about.


Ensure the quality of IT services match internal and external customer needs and expectations using the ITIL service level management process to define specific and measurable service targets, understand how to best set up monitoring, measuring and reporting, and help identify corrective action opportunities.


Build and maintain positive business relationships with internal and external customers and improve customer satisfaction using ITIL business relationship management and service level management processes to find the best practices to enable your teams to better understand and manage customer expectations.

How will ITIL enable our business changes?

Manage business risk for your IT infrastructure using ITIL availability management, capacity management, IT service continuity management, information security management, and seven-step improvement processes to identify, prioritize and manage IT improvement opportunities.


Minimize service disruption using the ITIL incident management and problem management processes to swiftly restore services, develop effective workarounds, run blameless major incident reviews, investigate and eliminate root causes, and prevent incidents from reoccurring.


Ensure your employees and customers can your IT infrastructure when and where needed using the ITIL availability management process to plan service resilience and recovery, analyze issues involving service unavailability, and drive continual service improvement.


Ensure the business and your customers are not affected by unexpected service failures using the ITIL IT service continuity management process to align service continuity plans with business continuity plans, reduce risks to service levels and implement a tested service recovery strategy to meet customer requirements.


Forecast, respond to and influence the demand for your services in a cost effective way using ITIL demand management and capacity management techniques such as user profiling, modeling, off-peak pricing and differentiated service levels to provide an optimal level of capacity and successfully manage fluctuating demand situations.


Support business change at the speed your customer needs while ensuring stable and low-risk environment using the ITIL change management process to respond to changing requirements in an agile manner whilst optimizing business risk and minimizing the severity of any disruptions to customer’s business processes.

How can ITIL help optimize our customer's experience?

Minimize service disruption using the ITIL incident management and problem management processes to swiftly restore services, develop effective workarounds, run blameless major incident reviews, investigate and eliminate root causes, and prevent incidents from reoccurring.


Obtain value for money from your service providers using the ITIL supplier management process to measure and manage supplier performance and ensure contracts with suppliers are optimized to support your agreements with your customers.


Support the marketing and consumption of your services using the ITIL service catalog management process to improve communications, streamline the request process and help your employees and customers to understand and link your IT infrastructure to business outcomes they care about.


Ensure the quality of services matches customer needs and expectations using the ITIL service level management process to define and agree specific and measurable service targets, understand how to best set up monitoring, measuring and reporting, and help identify corrective action opportunities.


Ensure your employees and customers can use your IT infrastructure when and where needed using the ITIL availability management process to plan service resilience and recovery, analyze issues involving service unavailability, and drive continual service improvement.


Ensure the business and your customers are not affected by unexpected service failures using the ITIL IT service continuity management process to align service continuity plans with business continuity plans, reduce risks to service levels and implement a tested service recovery strategy to meet customer requirements.


Forecast, respond to and influence the demand for your services in a cost effective way using ITIL demand management and capacity management techniques such as user profiling, modeling, off-peak pricing and differentiated service levels to provide an optimal level of capacity and successfully manage fluctuating demand situations.


Build and maintain positive business relationships with customers and improve customer satisfaction using ITIL business relationship management and service level management processes to find the best practices to enable your teams to better understand and manage customer expectations.

How does ITIL show value for the money we'll invest?

Manage business risk for your services using ITIL availability management, capacity management, IT service continuity management, information security management, and seven step improvement processes to identify, prioritize and manage service improvement opportunities.


Quantify and clearly demonstrate the true value of your IT infrastructure using the ITIL financial management process to deliver the required financial stewardship and show improved governance over IT investments.


Benchmark and maximize return on IT investments using the ITIL service portfolio management process to map employee and customer requirements against the IT investments required to build and deliver the IT infrastructure your employees and customers need, at the right cost and quality.


Obtain value for money from your IT service providers using the ITIL supplier management process to measure and manage supplier performance and ensure contracts with suppliers are optimized to support your agreements with your employees and customers.


Support business change at the speed your employee and customer need while ensuring a stable and low-risk environment using the ITIL change management process to respond to changing requirements in an agile manner whilst optimizing business risk and minimizing the severity of any disruptions to business processes.

How does ITIL provide continuous improvement?

Manage business risk for your services using ITIL availability management, capacity management, IT service continuity management, information security management, and seven step improvement processes to identify, prioritize and manage service improvement opportunities.


Minimize service disruption using the ITIL incident management and problem management processes to swiftly restore services, develop effective workarounds, run blameless major incident reviews, investigate and eliminate root causes, and prevent incidents from reoccurring.


Quantify and clearly demonstrate the true value of your IT infrastructure using the ITIL financial management process to deliver the required financial stewardship and show improved governance over IT investments.


Benchmark and maximize return on IT investments using the ITIL service portfolio management process to map employee and customer requirements against the IT investments required to build and deliver the IT services your employees and customers need, at the right cost and quality.


Obtain value for money from your IT service providers using the ITIL supplier management process to measure and manage supplier performance and ensure contracts with suppliers are optimized to support your agreements with your employees and customers.


Support the marketing and consumption of your IT investments using the ITIL service catalog management process to improve communications, streamline the request process and help your employees and customers to understand and link your IT infrastructure to business outcomes they care about.


Ensure the quality of your IT infrastructure matches employee and customer needs and expectations using the ITIL service level management process to define and agree specific and measurable service targets, understand how to best set up monitoring, measuring and reporting, and help identify corrective action opportunities.


Ensure your employees and customers can use your IT infrastructure when and where needed using the ITIL availability management process to plan service resilience and recovery, analyze issues involving service unavailability, and drive continual service improvement.


Ensure your business and your customers are not affected by unexpected service failures using the ITIL IT service continuity management process to align service continuity plans with business continuity plans, reduce risks to service levels and implement a tested service recovery strategy to meet customer requirements.


Forecast, respond to and influence the demand for your IT infrastructure in a cost effective way using ITIL demand management and capacity management techniques such as user profiling, modeling, off-peak pricing and differentiated service levels to provide an optimal level of capacity and successfully manage fluctuating demand situations.


Support business change at the speed your employee and customer need while ensuring stable and low-risk environment using the ITIL change management process to respond to changing requirements in an agile manner whilst optimizing business risk and minimizing the severity of any disruptions to business processes.


Build and maintain positive business relationships with employees and customers to improve customer satisfaction using ITIL business relationship management and service level management processes to find the best practices to enable your teams to better understand and manage customer expectations.

Does Manuel W. Lloyd offer ITIL training?

Manuel W. Lloyd is the external Course Advisor on ITIL Foundation to Master training for Simplilearn, one of the world’s leading certification training providers.


Simplilern partners with companies and individuals to address their unique needs, providing training and coaching that helps working professionals achieve their career goals. With a library of 400+ courses, we’ve helped 500,000+ professionals advance their careers, delivering $5 billion in pay raises.

Get ITIL Certified

Does Manuel W. Lloyd offer other services?

Manuel W. Lloyd also offers:

  • Virtual/Fraction CIO Services
  • Enterprise Software Solutions for HR, Sales, and Legal Teams
  • Professional Speaking

 

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