Tuesday, November 24th, 2009

What is ITIL? ITIL (Information Technology Infrastructure Library) is a set of best practices that allow IT groups to offer the highest possible level of service to their customers. The ITIL framework identifies best practices related to core aspects of IT such as Service Desk, Change Management, and Service Level Agreements (SLA’s).Where is ITIL Used?Currently, ITIL is the most widely accepted approach to IT service management in the world. The ITIL framework was developed in England and is widely adopted in Europe. Over the last few years ITIL has become increasingly popular in the US.What are the features and benefits of ITIL? ITIL is a great tool for a management team to use in the constant effort to offer higher levels of services to their customers. ITIL outlines an extensive set of management procedures that are intended to support businesses in achieving both quality and value for money in IT operations. The service support component of ITIL focuses on improving day-to-day support activities such as problem management. The service delivery component of ITIL focuses on improving strategic activities such as capacity planning.Why should IT departments implement ITIL? Most people feel that after implementing ITIL their customer service, both internally and externally, is greatly improved. Most IT departments are reactive and always feel ...
Tags: Business Value, Management Procedures, Service Desk
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