The Disney ITIL Implementation Journey Term Paper

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Disney's Information Technology Infrastructure Library

Disney adopted ITIL in order to keep up with the current growing trend of offering the best experience to visitors in their parks and resorts. The main idea was to ensure that new and returning visitors all received the best and similar experience globally. Disney's Theme Parks & Resorts is the largest division and it contributes about 30 percent of all revenue for the Disney company. It made sense to ensure that this large division remained profitable and that the numerous applications running across the 11 parks, 42 resorts, cruise ships, and water parks were streamlined (Nelima, 2013). The number of visitors that the organization receive annually exceeded the total number of visitors that visited South Africa during the world cup, and does indicate the magnitude of the organization. Therefore, it was vital that the company adopts a service delivery system that would ensure there was systems availability at all times. Theme Parks and Resorts is the only segment of Disney that directly interacts with guests and there was a need to ensure that the interaction is favorable at all times. With the magnitude of visitors who come to the parks on any given day, it is vital the parks have all systems working in unison at all times. The number of applications that TP&R uses is enormous and this necessitated for them to implement ITIL in order to ensure that all their applications and servers are available and reliable. Increasing reliability of the different applications and systems was the main goal because the failure of one application could result in negative guest experience.

The results that Disney obtained from implementing ITIL is that the company was able to align their IT systems and Information Technology with the goals of the company. This ensured that the company grew into a more proactive IT organization and not a reactive organization.

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By making use of ITIL, Disney was able to define the value of IT services because ITIL provided the company with the tools and metrics that it needed. Adopting ITIL allowed Disney to offer a great guest experience to all its visitors to the theme parks, cruise ships, and resorts. The guest experience would not be impacted in any way because whatever is happening behind the scenes is not visible to the visitors, and everything is running smoothly all the time. Adopting technology and using the best practices available has allowed Disney to offer its guests an experience that is not rivaled by its competitors (Esteves & Alves, 2013). Visitors can be able to check the availability of their favorite rides, and characters using their mobile phones. Using this feature guest are able to plan accordingly. Employees have also benefitted in that they do not forget to pick all the costumes they require for a particular role. This saves time and reduces the instances of an employee lacking all the costumes. Disney has implemented a reorder system that is user-friendly and vendors can reorder stocks with a few keystrokes. This ensures that a vendor does not run out of stock and customers will always find what they want.

One of the main challenges that an organization will face during the ITIL implementation is transforming the organization to a service oriented culture. ITIL mainly focuses on service delivery and not only for the IT staff but for all the employees. In order to fully implement ITIL, the organization will need to handle all the different factions and groups within the organization and ensure that they all buy into the new proposal. Changing how people operate is normally fraught upon and most employees will be resistant to change. However, with effective communication this….....

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"The Disney ITIL Implementation Journey" (2017, August 24) Retrieved July 7, 2025, from
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