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Wednesday, March 10, 2010,

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ITIL Compliance

ITIL is the acronym for the "IT Infrastructure Library" guidelines developed by the CCTA (now OGC) in Norwich, England, for the British government. Today, ITIL is the de-facto global standard in the area of service management. It contains comprehensive publicly accessible specialist documentation on the planning, provision and support of IT services. ITIL provides the basis for improvement of the use and effect of an operationally deployed IT infrastructure. IT service organisations, employees from computing centres, suppliers, specialist consultants and trainers took part in the development of ITIL. ITIL describes the architecture for establishing and operating IT service management. Apart from guidelines for service management in book form, ITIL provides its users with a range of other products, for example, in the areas of:
  • Training and coaching
  • Vocational and professional examinations
  • Consultancy

The ITIL books are best practice guidelines for service management, with the guidelines describing what rather than how. Service management is tailored to the size, the internal culture and, above all, the requirements of the company. The impartial view of the external consultant may help to break away from the rigid structures.

The books provided by ITIL make up the only comprehensive, non-proprietary and publicly accessible process-related library in this field – a unique and valuable product for all IT professionals.

Benefits of ITIL

ITIL describes a systematic, professional approach to managing IT services. The library emphasises the central importance of meeting company requirements economically. Adhering to the best practice approach described in ITIL has the following benefits for an organisation:

  • Support for the business processes and the tasks of IT decision makers
  • Definition of functions, roles and responsibilities in the services sector
  • Reduced expenditure in developing processes, procedures and job instructions
  • IT services which meet the requirements of the particular business
  • Improved customer satisfaction through better and measurable availability and performance of the IT service quality.
  • Improved productivity and efficiency through the purposeful use of knowledge and experience
  • Basis for a systematic approach to quality management in IT service management
  • Improved employee satisfaction and reduced fluctuations in personnel levels
  • Improved communication and information between IT personnel and their customers
  • Training and certification of IT professionals
  • International exchange of experience (www.itsmf.com)

An unconditional willingness to become more customer and service-oriented is a prerequisite. In many enterprises, this will necessitate a change of the predominant service culture.

The team at Solutec.Net have many years experience of implementing ITIL based Service Management Desks. We can assist organisations implement all or some aspects of ITIL best practise;

Service Support:

  • Service Desk
  • Configuration Management
  • Incident Management
  • Problem Management
  • Release Management
  • Change Management

Service Delivery:

  • Service Level Management
  • Financial Management
  • Capacity Management
  • Availability Management
  • IT Continuity Management
  • Security Management
 

Solutech Ltd, East Devon Business Centre, Heathpark Way, Honiton, EX14 1SF 

 Tel: 01404 565056    Fax: 01404 46559     Sales: sales@solutech.co.uk

 

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