Disney could be a huge corporation that has invested in many industries and it is one among the foremost famous companies to possess adopted ITIL, but HOW and WHY they did it?
Why Disney needed ITIL?
According to Disney’s 2016 Financial Report, Theme Parks and Resorts are their second biggest revenue generator. Disney’s theme parks involve restaurant management and event planning. The Disney Company has over 1,800 servers and 800 applications. This makes it hard to imagine what proportion they invest in IT, and what their IT infrastructure feels like. Disney employs nearly 1,000 people globally in their IT department. Around 45% of their applications are dedicated to theme parks and resorts. The Disneyland mobile app features an interactive, GPS-enabled map with attraction wait times and character locations. It is crucial to their IT service management since its customer-facing and must be up-to-date and accurate. A global costume management system used with frequency identification. It lets cast members find the proper costumes and schedule swaps with ease.
ITIL provides a comprehensive and consistent set of best practices for IT service management and promotes a top-quality approach to achieving business effectiveness and efficiency within the use of knowledge systems. Adopting ITIL offers users an enormous range of advantages that include improved IT services, reduced costs, improved customer satisfaction through a more professional approach to service delivery, improved productivity, improved use of skills and knowledge , and improved delivery of third-party service.
How Disney implemented ITIL?
Glen Taylor, VP and Chief Information Security Officer of the Disney Company, who brought in ITIL was an advocate of the framework long before joining Disney.
Taylor knows that in his company, giving the simplest experience to the purchasers is that the key to make sure support and loyalty to the corporate . And technology plays an important role in making this experience worthwhile. He firmly believed that ITIL best practice could provide these assurances.
Glen took a three-step approach to ITIL adoption:
Marketing ITIL to the staff. Glen marketed ITIL to many staff members, also because the executives. He made executives conscious of the company’s issues and the way ITIL could help. This helped ITIL’s cultural embedding before its adoption. Glen used Lunch ‘n’ Learn sessions, manager meetings and Backlot.
ITIL Foundation education program. 250 people, from the CIO level received ITIL Foundation training. then, that they had the choice of taking the certification exam. 50% of these trained chose to urge certified.
Electing ITIL Experts. Finally, they need selected 20 champions with different levels of responsibility to market the worth that ITIL brings in delivering an excellent guest experience. The 20 were picked for his or her persuasive personality and skill to articulate the vision for the processes they manage or work with.
For Taylor, the goal is obvious which is to supply guests with “the perfect experience” and for IT, this meant 100% availability, reliability, and maintainability.
ITIL has become a staple of the Disney Company.
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