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3 ITIL® Service Management Techniques You Probably Already Employ

ITIL Service ManagementITIL® practices spread rapidly. Their growing popularity is partially due to the way the qualifications scheme is managed. Since the framework takes its cues from industry professionals and focused corporate feedback, it’s generally reflective of the way its users work with IT.

Many of the best practices firms tend to fall into naturally are already formalized components of the ITIL framework. Here are a few examples you may encounter during  your corporate ITIL training.

1. Cost Analysis Metrics

Before you authorize new IT projects, you set a budget, estimate how much of a return you might generate and try to anticipate factors that could throw your team off track. This process may not be formal, but it’s a basic part of evaluating any business decision.

ITIL accommodates your desire to control the costs associated with IT. The major difference is that a more rigid framework makes it possible to be far more accurate.

ITSM accounts for varying cost relationships during the planning, development, operations and other stages of IT projects. With an itemized assessment, quantifying the critical factors that impact your IT budget becomes much simpler.

2. Support Desk Documentation

When your clients and organizational users email you for assistance or call tech support, do you keep a record of the interactions? Most organizations do so by default, and with IT projects, it only makes sense to integrate the support desk into the overall service management process.

ITSM does more than simply help firms institute record-keeping mechanisms for support tickets. Managing the fine details of how the service desk actually operates ensures that it doesn’t become a runaway expense.

Poorly managed IT support can have a serious negative impact on profitability. When you don’t keep track of how much time, money and resources prior IT solutions required, it becomes difficult to manage future efforts cost effectively. ITIL management techniques give you the information you need to maintain control even as you make your service desk more capable.

3. Availability Management

Every organization that runs a website, internal network server or other IT service is concerned with availability. For maximum cost efficacy, the resources you paid to develop and maintain must be available when users require them.

It’s highly possible you could be doing more to keep your services ready for your users. ITIL helps you identify the factors that might impact service availability and take steps to preclude them. This proactive approach also has cost benefits; firms that anticipate availability problems and provide better services ultimately get to spend more time profiting and less time sinking money into hurried repairs.

Why Formalize ITIL?

Naturally, all this begs the question: if your organization is already taking advantage of ITIL theories, what’s the logical next step? Formalizing your use of ITIL by implementing training practices is essential to actually benefiting over the long term.

Although any IT service provider can generate temporary positive returns by using good practices, learning from your corporate actions gives you the power to maintain control.

Ashford Global IT consultants understand how to help your firm transition to ITIL. Discover more about the processes your training should focus on by contacting us today.

 

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About this author:

Jon Francum

Jon is the Director of Training at Ashford Global IT.

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