Although there are numerous benefits of adopting ITIL best practices in your PSA, they need to be tailored slightly to adapt to different organisations, they are more of a guideline to best practices rather than a ridged set of rules. Many IT organisations choose to adopt only the operational processes such as incident management and change management. These are only a small part of the whole ITIL framework but can be very beneficial on their own. At this point of implementing a best practice framework it is good to make an overall strategy to understand the best approach to come up with a good fit for your organisation culture. Some ITIL recommendations might not be practical for every organisation however; when providing IT Service Management, ITIL best practices are a good place to start.
What does ITIL mean
Understanding the difference between ITIL and IT service management Software. This is not necessarily a comparative but more of what are the benefits of them being combined. IT service management (PSA) is what an organisation would do to manage the information services they provide to their customers. IT service management software is not merely the software tool used it is also about the process, employees and technology used to provide that service. However, the right software is a key component to a good PSA solution.
ITIL, IT Infrastructure Library, refers to a group of documents that were created to provide guidance and a structure for building an IT Service Management solution. ITIL best practices were established to define terminology used in the industry and to define the best practices for such IT Service Management.
Improved customer satisfaction and relationships
ITIL is designed to help your team to focus their attention on what the customers’ needs are and user experience rather than focussing too much on the technology issues. Increasing customer satisfaction leads to an improved and trusted relationship.
In a world where your competitors are only a click away, customer loyalty really is the new marketing. Today’s customers have access to an endless amount of information about your business, and research shows that they’re ready and willing to stop shopping around and stick with companies who go above and beyond to create a fantastic customer experience.
Better reliability and quality of service
By adopting standards that are proven to work, service providers find it much easier to deliver services consistently to the agreed service levels, efficiently and effectively. Support teams can restore service quicker, reducing downtime and disturbance. Agents are also more capable of meeting their SLA’s, contractual, regulatory and legal compliance requirements. Working smarter is the key to solving issues and ensuring the wait on customers is at a minimum. It’s a known fact customers hate to be left waiting.
More Cost Effective
Properly implemented PSA practices can significantly reduce an organisation’s cost by increasing integration across core business objectives. This integration of core business objectives allows for a more thorough and effective operational efficiency through improved end-to-end organisational visibility. Operational efficiency and cost reduction are directly linked in this respect because they both deal with process management and recognising target areas for improvement. The areas that will often improve include decreasing overall IT support costs, reducing recurring incidents, reducing average incident resolution time, reducing user down time, and improved disaster recovery time.
NetHelpDesk as an ITIL-aligned solution
By maintaining the standards enabled by our ITIL-aligned solution, our customers have used NetHelpDesk in a huge amount of applications. By implementing the system as an ITIL-aligned ticketing solution, several of our users have even gone on to gain ISO and BS accreditation, opening up a huge number of doors for their future operations. Below is a list of some of the features that we have that are aligned with ITIL best practices that can help your organisation on the path to better efficiency and effective operations.
- Incident management
- Problem management
- Change management
- Knowledge Management
- Service Catalogue
- Self Service Password Reset tool
- CMDB
- Reporting Suite
