The Role of ITIL in Achieving ITSM Excellence
ITIL is a set of best practices that describes how IT resources should be organized to deliver business value, process documentation, and ITSM. ITIL covers the following areas of ITSM, including
- Incident management
- Change management
- Problem management
- Service-level management
- Continuity management
- Configuration management
- Release management
- Capacity management
- Financial management
- Availability management
- Security management
- Help desk management
- Knowledge management
ITIL is not a tool or a solution. It is a framework of best practices that offers a means to an end. Implementing ITIL can definitely help you better align your ITSM processes, and measure, govern, and report on your support activities in accordance with your business goals and globally accepted ITSM standards.
While there are expensive ITIL-certified solutions available, there is typically no guarantee that such a solution would help you attain superior support, productivity, and service delivery. What you need is an affordable IT help desk solution that is flexible and configurable to adjust your ITSM processes in accordance with ITIL standards. Without getting caught up with the terms “ITIL-certified” and “ITIL-ready”, look for easy-to-use and flexible help desk software that simplifies IT service management, and allows you to configure your ITSM workflows to suit your ITIL requirements.
The Core of IT Service Management
The core of IT service management is ticketing capability as it relates in an incoming flow of incidents. The incident ticket is then routed, has an SLA applied, and is worked upon in innumerable ways based on the type of ticket. Incidents can be linked to problems, change requests, as well as existing IT assets. The resulting knowledge or root-cause can be captured in a knowledge base. IT assets are tracked throughout their life cycle, and any changes or incidents related to them are automatically recorded.
Web Help Desk provides a pragmatic approach to ITIL, giving you the power of the ITIL framework and the flexibility to make it work for your environment. Web Help Desk supports the core of IT service management processes, and allows you to implement ITIL quickly and easily. Web Help Desk enables you to:
- Streamline service request management from incident creation to resolution.
- Automate software and hardware asset discovery, and centralize IT asset management (ITAM).
- Centralize knowledge management with a built-in and extensible knowledge base.
- Manage change requests through automated change control and approval processes.
- Integrate with IT operations management (ITOM) solutions, such as network management, server monitoring, and remote support software.