There is no way around ITIL

Learn more about how ITIL is supporting IT with future challenges like security or digital transformation and get an exclusive inside view of how ITIL has improved Service Management in leading companies like Coloplast.

It all began back in the ‘90s. British government authorities together with different institutes and forums had worked on a collection of Best Practices for IT Service Management. The aim of the joint effort was to get a framework that enabled IT organizations to optimize processes in the sense of a sustainable increase in efficiency and thereby to provide services of a consistent quality.

The first collection ITIL V1 comprised more than 40 books and 26 modules. In the following years the framework was revised several times, consolidated in several sectors and adapted to the challenges of a modern service organization. Today, in the version ITIL 2011, ITIL is an international de facto standard that numerous IT organizations around the world work with.

Important goals

According to a survey by IDG Research, service organizations implement ITIL Best Practices with the aim to achieve: Customer satisfaction, customer commitment, a quick realization of requirement from the business, as well as cost savings and higher productivity. The priorities of a successful IT department is thereby clearly customer oriented.

Numerous organizations have already come far with ITIL on the topic of customer satisfaction: In an international survey conducted by the itSMF, IT executives state that they have already achieved excellent results, especially with regard to the improvement of the service provision and the added value for the business.

ITIL makes Life easier: An example from real life

Making life easier is one of the principles of Coloplast, a leading supplier of medical products for the care of people with very personal and private medical conditions. Coloplast lives this principle, not only outwards but also inwards. Coloplast has taken on the job of making the everyday work easier, actively supporting colleagues and giving them optimal working conditions.

It is clear to see how much they have profited from ITIL when it comes to e.g. daily work and communication: Kåre Nissen has worked at Coloplast as Senior Process Manager since 2001. When asked about the benefits of ITIL, he emphasizes the common language that they have established with the implementation of the framework.

Whether a new employee is introduced in the service organization, or you are talking to an external consultant or a representative from another company, established standards and terminology always ensure a shared and clear understanding. That is a great advantage especially for companies with international activities.

At the same time, a self-contained terminology, together with proven procedures, enable the simple and rapid implementation of necessary changes: ”For all optimization approaches ITIL provides a simple checklist that we follow. All roles and competences are clearly defined and distributed between different colleagues. This way we have succeeded over the past years in realizing numerous improvements and we have continuously been improving the level of maturity in our organization,“ says Nissen.

Coloplast A/S was established in 1957 in Denmark and today has more than 10,000 employees, subsidiaries in more than 40 countries and production sites in China, Denmark, Hungary, France and the USA. The headquarters are in Humlebæk, Denmark, and the products are being leveraged in more than 100 countries. The company’s annual turnover was last more than EUR 1 billion worldwide.

Coloplast has been working with Wendia‘s Service Management Toolsuite POB since 2003

What ITIL offers when dealing with Future Topics of IT

For many organizations ITIL is still a valuable and important orientation when implementing and realizing IT Service Management processes. For a long time it has been about much more than just cost optimizing and customer satisfaction. If IT wants to be taken seriously as an equal partner by management, it must actively contribute with value-adding services and innovative solutions that ensure the long-term competitiveness of the company.

This is particularly the case when dealing with important themes like digitalization, security and Enterprise Service Management that play an important part in ensuring the company’s future and competitiveness.

Digitalization and Automation

IT faces many new challenges to which ITIL finds practical answers. Digitalization, Industry 4.0 and the Internet of Things entail above all (more) automation and an increasing network of various machines and devices. Thereby services become even more complex and in the end lead to still bigger data volume. With Industry 4.0 companies will experience a true data flood that must be controlled, yet also turned into valuable information. Here, ITIL Best Practices again give IT organizations a valuable and important help for orientating themselves.

With this background, the CMDB becomes very important. The better a system is integrated and the information bundled, stored and available for all, at anytime, anywhere, the better use it will be for the business running as an efficient and innovative solution.


Also processes relating to Security Management are flooded with new challenges: When it comes to security issues, it is important to react much faster and more comprehensively than before. Trends like Bring Your Own Device and the change in work place and work time models, pose brand new challenges to IT in companies.

Here, the certified ITIL processes help companies to react quicker, and with a proven approach, to the changing conditions. The continuous improvement of the Service Management environment is an ongoing process and should be designed by the companies themselves. Only then is it a sharp instrument on the way to Industry 4.0 and not a millstone around your neck.

Enterprise Service Management

IT organizations are required to accurately and actively add value to the success of the company. In the individual IT departments, there is a lot of potential for IT-supported improvements: Different processes in Facility Management, in marketing and sales, or in HR management need to be consolidated, optimized and automated. That would simplify the handling of daily tasks, improve overall productivity, and in the best case ensure happy IT customers in the department. Also when it comes to Enterprise Service Management ITIL provides IT organizations with valuable help across the entire service life cycle. The identification and assessment of existing customer needs, over the development of concrete services and innovative solutions improve operation and overall continuous improvement.

In the past, ITIL has established itself as foundation for IT Service Management in companies. Numerous examples from real life, like the service provision at Coloplast, make it clear that ITIL has changed and improved the customer service and satisfaction of the services organization for good. The ITIL framework is not only a help in orienting yourself in well-known situations, but it increasingly gives answers to future questions.

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