Information Technology Infrastructure Library (ITIL) is the most widely accepted approach to IT service management in the world. ITIL can help individuals and organizations use IT to realize business change, transformation and growth. ITIL is frequently used as a method of preparation for achieving ISO/IEC 20000 certification.
ITIL is a widely accepted approach to IT Service Management (ITSM), which has been adopted by individuals and organizations across the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally.
Managing business Risks
By using ITIL availability management, capacity management, IT service continuity management, information security management and seven-step improvement processes to identify, prioritize and manage service improvement opportunities.
Minimize service disruption
By using the ITIL incident management and problem management processes to swiftly restore services, develop effective workarounds, run blameless major incident reviews, investigate and eliminate root causes, and prevent incidents from reoccurring.
Quantify and clearly demonstrate the true value of the services you provide
By using the ITIL financial management process to deliver the required financial stewardship and show improved governance over investments.
Benchmark services and maximize return on investment
By using the ITIL service portfolio management process to map customer requirements against the investments required to build and deliver the services your customers need, at the right cost and quality.
Obtain value for money from your service providers
By using the ITIL supplier management process to measure and manage supplier performance and ensure contracts with suppliers are optimized to support your agreements with your customers.
Ensure the quality of services matches customer needs and expectations
By using the ITIL service level management process to define and agree specific and measurable service targets, understand how to best set up monitoring, measuring and reporting, and help identify corrective action opportunities.
Ensure the business and your customers are not affected by unexpected service failures
By using the ITIL IT service continuity management process to align service continuity plans with business continuity plans, reduce risks to service levels and implement a tested service recovery strategy to meet customer requirements.
Forecast, respond to and influence the demand for your services in a cost effective way
By using ITIL demand management and capacity management techniques such as user profiling, modelling, off-peak pricing and differentiated service levels to provide optimal level of capacity and successfully manage fluctuating demand situations.
Build and maintain positive business relationships with customers and improve customer satisfaction
By using ITIL business relationship management and service level management processes to find the best practices to enable your teams to better understand and manage customer expectations.