IT Infrastructure Library
The Information Technology Infrastructure Library (ITIL) is a set of references used to for managing IT related services and operations. ITIL was developed in the 80's in the UK to unify IT management practices there. By the 90's a collection of reference books eventually became the go-to source for process-model solutions in the world of IT. ITIL is known mostly for its Service Support component. Naturally this brings to mind images of a help desk or call center. We've all had experiences calling for assistance with software or internet related issues. ITIL provides process-models for handling queries or incidents that may be reported to a service desk agent. See the sample process model below from ITIL's website.
The start of this process model is marked by a "user call" event and ends with a "close& code incident" event. As depicted in the graphic below, service desk strategy applies to both delivery and support.
Support is an essential function of the service desk in terms of solving problems and addressing user incidents or other concerns. But how the service desk functions is also important. The delivery portion of the tree shows that management of the service desk is central to the ITIL's description of a service support. One can really appreciate how a call center representative's ability to effectively follow a model to deliver support alerts a company to potential problems and directly correlates with customer satisfaction.
This is actually one of the primary goals of ITIL certified consulting companies. Many companies pitch that they will increase overall success of the company by increasing return on investment by ensuring IT goals complement business goals. Many firms also offer initial free consultations or services to prove their credibility. Although it also appears that being an ITIL consulting firm is itself a huge selling point. For example, Evergreen Systems in 2004 helped Key Bank, a large financial services in Cleveland, Ohio with IT asset management (ITAM). By evaluating assets that stem from internet technology, they "developed a Configuration Management program that.. defin[ed] the physical and logical relationships of the managed assets. They work[ed] to automate and improve processes through enabling technologies and ongoing process improvements to implement a Configuration Management Data Base (CMDB)." (Link to Key Bank Case Study) Management of internal IT processes is a critical factor to a company's success, which firms like Evergreen Systems emphasize to their clients.
As with most business practices today there are also software or online tools to aid professionals. Help desk tools seem particularly useful because they automate a role that is already pretty mechanical. The mundane task of obtaining user information and details about a problem are easily accomplished with software that interacts directly with the user. I see this all the time now with online chat software that pops up with a service representative on the other end. Just this week I was adjusting my cell phone service and lingered for a while on a webpage while browsing my options. Before I knew it a chat box popped up with a representative asking if I needed help making my choice. I can see how something like that can also be a useful marketing technique since it probably pushed me to get additional services. For the service representatives or technicians there are tools like Service Desk Plus which is an online software that users ITIL's Service Support module. Users around the world can create a ticket, through the use of the principles of the ITIL, be directed to the appropriate technician for the particular problem they have. (Service Desk Plus Website)
In the world of Information Technology ITIL represents standardization and a known approach to solving IT-related problems and incidents in order to keep a company running successfully. ITIL certification and services are expensive but is well-respected internationally. The return may well be worth the investment for aspiring IT professionals and businesses with IT challenges.
The start of this process model is marked by a "user call" event and ends with a "close& code incident" event. As depicted in the graphic below, service desk strategy applies to both delivery and support.
Support is an essential function of the service desk in terms of solving problems and addressing user incidents or other concerns. But how the service desk functions is also important. The delivery portion of the tree shows that management of the service desk is central to the ITIL's description of a service support. One can really appreciate how a call center representative's ability to effectively follow a model to deliver support alerts a company to potential problems and directly correlates with customer satisfaction.This is actually one of the primary goals of ITIL certified consulting companies. Many companies pitch that they will increase overall success of the company by increasing return on investment by ensuring IT goals complement business goals. Many firms also offer initial free consultations or services to prove their credibility. Although it also appears that being an ITIL consulting firm is itself a huge selling point. For example, Evergreen Systems in 2004 helped Key Bank, a large financial services in Cleveland, Ohio with IT asset management (ITAM). By evaluating assets that stem from internet technology, they "developed a Configuration Management program that.. defin[ed] the physical and logical relationships of the managed assets. They work[ed] to automate and improve processes through enabling technologies and ongoing process improvements to implement a Configuration Management Data Base (CMDB)." (Link to Key Bank Case Study) Management of internal IT processes is a critical factor to a company's success, which firms like Evergreen Systems emphasize to their clients.
As with most business practices today there are also software or online tools to aid professionals. Help desk tools seem particularly useful because they automate a role that is already pretty mechanical. The mundane task of obtaining user information and details about a problem are easily accomplished with software that interacts directly with the user. I see this all the time now with online chat software that pops up with a service representative on the other end. Just this week I was adjusting my cell phone service and lingered for a while on a webpage while browsing my options. Before I knew it a chat box popped up with a representative asking if I needed help making my choice. I can see how something like that can also be a useful marketing technique since it probably pushed me to get additional services. For the service representatives or technicians there are tools like Service Desk Plus which is an online software that users ITIL's Service Support module. Users around the world can create a ticket, through the use of the principles of the ITIL, be directed to the appropriate technician for the particular problem they have. (Service Desk Plus Website)
In the world of Information Technology ITIL represents standardization and a known approach to solving IT-related problems and incidents in order to keep a company running successfully. ITIL certification and services are expensive but is well-respected internationally. The return may well be worth the investment for aspiring IT professionals and businesses with IT challenges.
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