Adopting ITIL® 4 can be extremely beneficial for an organisation, as the framework provides guidance on how best to establish value streams which deliver services that meet customer needs and objectives.
Since initially published in 1989, ITIL, in its various iterations, has supported many businesses to enhance their IT service management (ITSM) offering.
In this blog we have provided some insights from two Axelos case studies to show how two well-known companies, Vodafone and the University of Oxford, were able to use ITIL 4 to co-create value for both them and their customers.
As outlined by this Axelos case study, Vodafone were looking to improve their current way of providing services for Vodafone Business. Using multiple ITIL 4 processes they were able to transition from their current Vodafone Business Customer Operations (VBCO) to a new Minimal Viable Service (MVS) process.
Throughout the service development process, they adopted a range of the ITIL 4 guiding principles:
Using ITIL 4, Vodafone were able to successfully embed the MVS across multiple teams, which led to improved efficiency through their new standardised approach.
Responsible for providing a large number of IT services for students and academics across the university, the ITSM team used ITIL 4 to move away from their current project-focused approach to a new service-orientated way of working.
As this second Axelos case study explains, the team adopted the guiding principles, including:
By adopting ITIL 4, the IT service department at the University of Oxford were able to reduce the number of major incidents from eight a year to just two. As a result of this success, all new employees are now encouraged to certify in ITIL 4.
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