MacMillan Is Now Using ITIL

Macmillan and ITIL; who would have thought?

Definitely not me!

We all know and love Macmillan cancer care which is one of the largest charities in the world who provide support and guidance for those who are suffering from the wretched disease of cancer and those who are supporting a relative or friend suffering. If it wasn’t for this charity many would have failed to survive due to the money and the support they raise for all individuals. This charity supply nurses and carers who all aim to change the way cancer is dealt with on a daily basis; they believe things need to be changed in order to be successful in our worldwide battle of this illness. Therefore as a result of their hard work they need the right IT system put in place due to the amount of calls they receive each and every day from individuals suffering who desperately need their help and guidance.

Whilst Macmillan is a force for change; so is ITIL, just in a completely different way.

As a result of their demand the Macmillan cancer support charity has decided to improve its IT service management method by employing the use of ITIL and the principles which it carries along with it. Thus, the charity has grown and is continuing to do so, with its 2000 employees and hundreds of volunteers spread over the country

ITIL; the Information Technology Infrastructure Library is one of the most famous IT service management techniques of the 21^st century. As a result of this the ITIL V3 training courses are attended every single day, with the workers of Macmillan being of no exception. The organisation decided to implement this methodology to their service desk environment not being up to date. By adopting ITIL V3 due to its ‘best practise’ and standardised processes which are performed in order to help the planning processes, management and also the delivery of the IT processes.

The organisation did previously use an alternative to the one provided by ITIL training, however found that it failed to meet their needs. This was due to its lack of functionality and ability to keep up with the fast paced environment in which they work in. further to this, this alternative method meant a great deal of paper work and writing, which was not only time consuming but also bad for the environment. Therefore the managers and Macmillan decided to opt for the future of IT service management by adopting the use of the ITIL framework. Therefore as a result the company are now able to monitor all results and problems which employees are encountering every single day. This now means that all procedures and systems can be improved for the users of the charity.

ITIL training methods has benefited Macmillan to no end due to its ability to help them differentiate between the different types of enquiries. Further to this the use of the IT lifecycle can now help the IT department correct and fix any problems which may occur. The use of the ITIL V3 methods also allow employees to measure and establish the amount of different phone calls which are being logged for certain problems or issues. Thus this can help the charity be as effective as possible and aid them in supporting as many individuals as possible.

ITIL service management has been around in the world for over 15 years now and has gained great credibility. This is just one reason why a large, famous charity such as Macmillan has chosen their methodology over all the others.

As ITIL fans we wish the best of luck to Macmillan cancer care and thank them for the amount of work they have achieved already.