It is a widely accepted truth that when it comes to information technology, businesses should ensure uninterrupted operations - simply because IT is indispensable to organizations. IT issues need to be resolved to prevent these from drastically affecting businesses’ bottom line.
A wide range of IT management software has been developed to aid organizations in structuring their IT processes and running their IT operations timely and cost-effectively. Similarly, the principles of Information Technology Infrastructure Library, better known as ITIL, are being accepted and subsequently applied by more and more IT organizations around the world.
In essence, ITIL offers a globally recognized set of guidelines for improved efficiency, reduced failure and enhanced customer satisfaction. Considered as best practices for IT companies, ITIL is integrated in an organization’s performance standards to steer it toward better service management. It produces better business results in terms of profitability and productivity. ITIL principles have been recognized to ensure efficiency in business operations.
The roots of ITIL can be traced back in Great Britain. In the 1980s, the British government determined that dependence on computers led to poor outputs that ultimately affected customer service. To address the issue hounding their expanding IT sector, government-authorized IT experts printed out a set of publications in 1989 that embraced IT best practices.
Over the years, ITIL has become the global standard framework of IT best practices for efficient management of services, specifically involving IT operations and development. Use of ITIL publications is paid – but organizations can apply its principles freely.
Determining a company’s present situation, tackling its milestones, and defining its vision constitute the fundamental key points that organizations need to consider for the successful integration of ITIL in their business. ITIL also shows enterprises how they should plan out and implement proactive handling of technical issues. With all these essentials factored in, the way that companies can decrease incidents of failures and enhance the quality of customer service depends highly on the effective usage of technological resources.
In the present IT scenario, all companies acknowledge the importance of addressing the indispensable need to improve their technical support. The reduction of response times and the effective management of the service process – for the ultimate increase of IT service levels – constitute essential goals in businesses of all sizes (and in all industries).
ITIL adoption is achieving critical acceptance among various IT companies worldwide, as evidenced in the UK-born principles being appended in their IT management software suites.
The efficient management of Help Desk or Service Desk plays a key role in offering IT products. The direct point of contact for IT end-users, the Help Desk department is vital to overall customer service management – the cornerstone of ITIL. In this regard, companies need to turn to effective service desk software that makes technical support management easy while allowing them to substantially improve their service level. With ITIL standards amassing support from various IT vendors, service desk software solutions that embrace ITIL are often preferred.