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Maintaining QOS with ITIL® Reactive Processes

Maintaining consistently high Quality of Service (QOS) is critical for the success of any business. ITIL® best practices help many businesses ensure that their service quality remains top notch irrespective of variations in the economy, the changing marketplace, or financial pressures. The focus of these best practices guidelines is on managing existing problems by bringing about better control of IT services as a whole.

Major Reactive Processes Involved in Quality Control Using ITIL Guidelines

Quality cannot be improved or maintained by merely influencing one aspect of the business. Changes and check points have to be established at various stages so that service/product quality remains uniformly acceptable. For example, an efficient Service Desk is imperative for quick resolutions of Problems/Incidents. The Service Desk is responsible for tracking customer complaints as well as escalating Problems/Incidents if acceptable solutions are not achieved quickly.

Efficient Incident Management is a critical aspect of effective quality control. Incident Management focuses on the restoration of services when they are disrupted or interrupted due to an Incident. Although Incident Management takes place after an Incident occurs, the steps taken may become part of an invaluable learning curve, cutting down response times to future Incidents dramatically. Many businesses have cut down on the time taken to restore services post-Incident by implementing and making optimum use of ITIL guidelines with respect to Incident Management.

Problem Management helps identify the root cause of service issues. By accurately identifying and rectifying these causes, the business reduces the risk of encountering similar issues in the future. Again, like Incident Management, the Problem Management process is reactive. However, there is also a proactive aspect here in that Problem Areas may be identified in advance and steps taken so that there is less possibility of a service interruption occurring. The focal point of Problem Management is to obtain data, utilizing it to understand where failures are taking place in the business cycle and determining solutions.

ITIL Service Support also encompasses Configuration Management, Change Management and Release and Deployment Management. When deployed in conjunction with one another, all of these processes help the business owner identify Problem Areas, understand the impact of the failure and its magnitude, and outline effective solutions. As a result, a positive change can be brought about where necessary so that not only is the existing Problem resolved but future occurrences of similar Problems are avoided.

To learn more, contact Ashford Global IT today!

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About this author:

Angel Prusinowski

Angel is a leading ITIL® instructor at Ashford Global IT.

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