The Secret to IT Service Management: The ITIL Service Lifecycle

ITIL Service Lifecycle

What do Sony Ericsson, the UK Passport Agency, MT Gox, and Knights Capital all have in common?

They’ve all suffered massive financial and reputational losses following the mismanagement, or non-existent management, of their new and existing IT services.

  • Major mobile phone operator, Sony Ericsson failed to renew one of their certificates and left 32-million people unable to use their mobile phones for a WHOLE DAY.
  • The UK Passport Agency failed to test its new computer system and left half a million British people without a passport in the UK.
  • Japanese bitcoin exchange, Mt. Gox, failed to spot several weaknesses in their software systems which enabled hackers to STEAL over 850,000 bitcoins.
  • Knight Capital Group, one of America’s largest traders, failed to spot a major bug in their trading software which cost them $440 million.

What could they have done to avoid these embarrassing, not to mention financially crippling, technical disasters?

Implemented an IT service management system, like the ITIL Service Lifecycle.

Which, coincidentally, is what this post is all about.

By the time you’ve finished reading this Process Street article, you will have answers to the following questions:

Ready? Let’s make a start…

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