The IT Infrastructure Library (ITIL) framework is a set of specified and optimized procedures that an IT organization or department utilizes to provide IT services to its customers, clients, employees, and stakeholders. These continuous processes are always evolving in order to make services and tools more efficient and effective.
ITIL lowers corporate costs since it focuses on continually improving procedures and delivery. The continuous objective of enhancing IT processes decreases service disruptions, lowers business risks, and produces a reliable service environment that leads to higher customer satisfaction. Overall, ITIL enhances accountability via uniformity, and standardization aids IT businesses in delivering IT services more efficiently.
The customer service desk is the key point of contact between an organization and the technology with which it interacts. It is the driving force that allows firms to take advantage of technological advancements to boost productivity and provide updated, useable, and safe 21st-century workflows.
A stronger business-IT relationship: ITIL strategically focuses on both IT and the business at the same time, aiming to connect IT and business goals for improved communication.
ITIL is a globally known standard that readily combines with other frameworks such as PMP and PRINCE2.
Having a better understanding of IT costs: Managers may peep into IT processes and services using ITIL’s metric-based methodologies to make required cost-cutting decisions.
Improved IT service quality: ITIL’s service-level management components help a company better understand its customers’ expectations and demands.
The previous IT framework data can be stored, and any open tickets throughout the transition should be referenced in the old system until they are handled in ITIL.
An IT service desk can support your business in the following ways:
Gets your IT and business processes/departments in sync.
By assisting you in creating, assigning, tracking, and resolving tickets, service desks enhance communication and collaboration between IT and other departments, assisting in the resolution and even prevention of preventable errors and failures.
Asset management is strengthened.
Service desks act as a central repository for all of your company’s hardware and software assets, as well as any applicable contracts, allowing for quick information retrieval, asset appraisal, configuration, and maintenance.
Boosts organizational excellence
ITIL (ITSM guiding principles) guidelines are used by service desks to regulate IT procedures, allowing for improved IT strategy planning and tracking.
Data-driven judgments are possible.
Service desks gather and retain information on issues, products, and performance metrics, making it simpler to analyze and make better IT decisions.
How to implement ITIL the right way
It’s best to introduce the ITIL Framework to a company when it’s just getting started. The first step towards success is ITIL training for all staff, however it is important that you don’t wait until everyone is taught. Begin ITIL at the help desk or service desk, which is where problems are reported first. What are the most common complaints clients have concerning IT services, identify the main issue, and then utilize this problem as a teaching example once a basic understanding of ITIL has been grasped.
Organizations that currently use an IT framework for service delivery may have to run it on two systems simultaneously until ITIL is completely integrated. The previous IT framework data can be stored, and any open tickets throughout the transition should be referenced in the old system until they are addressed in ITIL.
Get in touch with our team of experts to learn more about how ITIL can transform your business.
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