ITIL methodology: What it is and how it improves client satisfaction.

To know what ITIL methodology is, we must take a step back in time to the 80s, when it was created by the government of England, to accommodate all possible IT system management knowledge. ITIL: a library that marries the best practices in this area with books and other knowledge used by large corporations.

ITIL (Information Technology Infrastructure Library), doesn’t just collect, store and manage content, their activities include developing an exemplary methodology for Information Technology service management, to become the global parameter of excellence for those who work with information technology.

The goal of a process is to serve its customers well and in an integrated manner. It becomes clear of the importance of a methodology focused on developing IT service management efficiently to achieve strategic objectives.

In this context, to know in detail what ITIL methodology is can be a great help in achieving results, cutting costs, and delivering the highest value to end customers.

Learn more: What is an ITIL certification? Find out here.

Find out what ITIL methodology is

ITIL methodology is closely linked to the concept of IT governance, determining access hierarchy, decision-making, and responsibilities, coupled with the greatest possible user and customer satisfaction, to achieve the organization’s objectives.

To better understand what ITIL methodology is, we need to define some concepts:

ITIL’s goal:

To create a world-class system that guides organizations to develop their processes.

Focus of ITIL:

To manage and operate company technologies, highlighting the supply of IT services needed for processes.

ITIL purpose:

To make sure that IT services will be able to meet the organization’s objectives.

What is ITIL methodology: basic principles

To properly describe the suitable processes to utilize, manage, and support IT infrastructure.

To ensure quality, acceptable costing services are received by customers.

Separation of management processes in ITIL methodology

To better serve its objectives, ITIL methodology is split into two major areas of activity in service management processes:

Services delivery:

It aims to improve the company’s current services and keep an eye on the future, analyzing and planning responses for future service needs. Among them are:

  • Management of capacity
  • Management of availability
  • Financial management
  • Managing service continuity
  • Managing service levels

Support services:

It deals with the day to day business activities, ensuring the continuity of services already rendered or in progress. It comprises of the following processes:

  • Incident management
  • Configuration management
  • Version management
  • Change management
  • Service Desk

Find out: What is process automation.

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ITIL methodology: what are the advantages?

By employing all of these concepts, standardizing procedures for IT personnel and defining best practices, ITIL methodology has brought about a significant improvement in communication quality, as well as in sharing and making information available, security consideration and flexibility, provided to companies by using this methodology.

As a result of these gains, other factors have also benefited, such as the reduction of risk, improved quality and increased customer satisfaction with information technology services.

Adopting a flexible, broad and transparent BPM management tool, which improves communication and goes beyond process design, is a fundamental step in the management of IT services.

Check this out: BPM software, a tool which can bring significant benefits to a business.

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