IT is no longer just support—it’s the heart of your business. A common challenge in many organizations in Turkey is this: IT processes often operate in firefighting mode instead of supporting business objectives. This is exactly where ITIL Consulting comes in.
ITIL (Information Technology Infrastructure Library) is a globally recognized framework of best practices for IT service management. When applied specifically to your organization, it:
Transforms IT into a strategic business partner
Simplifies compliance with regulations (KVKK, BDDK, SPK, ISO 27001)
Increases customer satisfaction and operational efficiency
Field Realities: Challenges Organizations Face
From our interviews with IT managers in Turkey, some recurring challenges stand out:
- Firefighting Culture: Most IT teams are stuck resolving incidents and cannot focus on strategic projects.
- SLA Uncertainty: Service level expectations are not measured, causing dissatisfaction among business units.
- Regulatory Pressure: Failure to manage processes in a demonstrable way during BDDK and SPK audits can lead to severe penalties.
- Lack of Role Clarity: “Who owns what?” often remains unanswered.
- Sustainability Issue: Processes depend on individuals, and knowledge is lost when people leave.
Our ITIL Consulting Approach
ITIL 4 now offers a value-driven model, not just a process framework.
Our consulting follows this structure:
ITIL Service Value System (SVS):
Service Value Chain • ITIL Practices • Guiding Principles • Governance • Continual Improvement
With this structure, we help your organization establish not only current processes but a future-proof IT management system.
1. Current State Analysis
- Define IT expectations with senior management and business units.
- Review existing processes, infrastructure, and organization.
- Conduct internal and external customer interviews.
2. Organizational Structuring
- Define ITIL-aligned roles.
- Clarify responsibilities.
- Close competency gaps.
3. Process Structuring
- Service Delivery Processes: Availability Management, Capacity Management, Continuity Management, SLA Management & Measurement.
- Service Support Processes: Incident Management, Problem Management, Change Management, Configuration & CMDB Management, Release Management.
4. Service Desk Implementation
- Select the optimal solution.
- Install and pilot.
- Train users and deploy.
5. SLA Definition & Measurement
- Engage with departments and customers.
- Define minimum shared service targets.
- Start measurable SLA reporting.
6. Reporting & Executive Visibility
- Establish reporting infrastructure.
- Provide regular, automated, and clear reports.
How We Implement ITIL:
ITIL 4 Application Process
Define Guiding Principles
ITIL 4’s guiding principles (value-focus, collaboration, continual learning, etc.) are adapted to your organization, creating a common language with business goals.
Design the Service Value Chain
Existing services are analyzed to clarify how IT generates value for business units. A full end-to-end Service Value Chain is then created.
Integrate ITIL Practices
Practices such as incident, problem, and change management are customized for your organization. The goal: move from firefighting culture to systematic service management.
Strengthen Governance & Roles
Process ownership is defined, roles clarified, and governance structure established with increased executive visibility. Compliance with Turkish regulations (BDDK, SPK, KVKK) is ensured.
Establish a Continual Improvement Culture
To ensure sustainable results, continual improvement mechanisms are implemented. KPIs and SLAs are regularly measured, reported, and improved in cycles.
ITIL Consulting Project Outcomes
Tangible results for aligning IT with business goals:
Align IT with business objectives
Audit-ready processes (BDDK, SPK, ISO)
Transparent service management with SLAs
Up to 30% faster incident management
Measurable improvements in business continuity
Clear reporting infrastructure for executives
