By Alexander Meseguer / Managed Services Architect

ITIL is positively viewed as growing in importance due to trends like cloud and agile –   46% of global respondents view ITIL as increased in importance; 49% viewed ITIL as staying the same in importance 

(Source: AXELOS’ The Importance of ITIL® A Global view – 2014 and Beyond)

With IT trends like cloud infrastructure and agile becoming more and more important to any businesses wishing to stay competitive, you may have considered or even started to adopt one or more IT Service Management frameworks to help stay ahead of the curve.

The promise of embracing frameworks like the IT Infrastructure Library (ITIL) is taking advantage of the accumulated experience and knowledge of the world’s technology service community. ITIL is so widespread, its exams were taken 30 times in Antarctica in 2017 (source: AXELOS) Like any set of principles, it’s easier to put them down on paper than it is to follow them.

Whether your organization is still discussing ITSM or has already adopted something similar into your organization, an ITIL-based outsourced IT provider is a business partner who already has experience with where you want to be. After all, why start from scratch when you can take something fully developed and tested off the shelf?

ITIL/ITSM is not just for big companies

Many smaller organizations see how far-reaching and deep ITIL/ITSM can be and are often intimidated. While it’s possible to adopt a service framework in a digestible, incremental way, choosing a Managed Services Provider (MSP) who has embraced ITIL can jump-start your ITSM adoption. Some partnerships are so transformative you may find yourself adopting some of their practices into your organization.

Best practices are more than the latest tool or certification

Some leading service management platforms or tools will push ITIL as a major selling point. While ITIL-based tools are a critical part of improving your IT services, they are only a part of the equation. The adage “garbage in, garbage out” still applies. If your service desk can’t use an ITSM tool efficiently to satisfy clients, then you’re receiving no return on its investment. An MSP based on ITIL has built their entire organization with ITSM practices in mind.

As part of your vendor selection, you should be able to ask an MSP for their process documents and what certifications they hold. You should see a short time to value for services from organizations who can show their bona fides. Their accumulated ITSM experience and standardization cuts ramp up times and the need for relationship building to enable services to start bearing fruit.

Working with an ITIL-based MSP

Like gears meshing, two organizations need a smooth and reliable way to work together. A dedicated account team can bridge the gap between process and your changing business needs while still providing a single point of contact for all account issues. Over time, their value will grow and the team will be able to align your business needs to their services in ways other providers cannot. This ongoing creation of value is at the heart of ITIL best practices.

Micro Strategies has seen significant benefits when a client’s point of contact (a vendor manager or director of IT) holds some level of ITSM certification. These employees who hold a permanent role in IT vendor management can speak the MSP’s language and understand how issues should be handled, no matter which piece of the partnership is involved.


No matter which framework you adopt or outsourced provider you choose, we hope this information will help you navigate the complex and deep waters of IT Service Management. Interested in learning more? Contact us to hear from a Micro Strategies Professional.

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