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Vital ITIL® Processes and their Role in the Service Lifecycle

Growth for BusinessIf you look at the ITIL® Service Lifecycle as a whole, you’ll know that there are five distinct phases that work in a cyclical fashion to improve efficiency, customer satisfaction and lasting success for a company. Within those distinct phases are a wide number of ITIL Processes, each of which can play an important role in the process.

Obviously, every business and every training program will have limitations. Therefore, it is vital that companies understand which ITIL Processes are key to success in order to focus on them during implementation as well as training.

Continual Improvement

Arguably the most important of the various ITIL Processes is the focus on continual service improvement. No company, regardless of their services or their success, should eliminate continual improvement for their products, services, customers or design. In the world of information technology, stagnation for even a short time can mean failure.

Therefore, companies who implement ITIL strategies should absolutely make it a priority to set aside time to discuss the success of every release, absorb criticisms of that service and find ways to improve upon it for new and existing customers.

Incident Reaction and Response Protocol

Few businesses like to dwell on the possibility of a major breach, mechanical failure or any other incident that could potentially disrupt or shut down operations. However, even the best planning and protection doesn’t make a business impermeable to accidents and incidents.

As a result, one of the key ITIL Processes to hone in on during training is establishing a protocol for incident reaction and response. This protocol will clearly outline what employees have what responsibilities in the hours or days following a major incident. Having this plan in place will save time, reduce unnecessary communication between confused parties and minimize the overall disruption to paying customers and clients.

Managing Demands and Expectations With a Service Strategy

In order to balance the expectations of profitability with the demands of customers, there needs to be a service strategy in place. This is one of the five major phases of the ITIL Service Lifecycle, and it is vital that businesses place an emphasis on this particular process.

After all, delivering IT services is rarely the end goal for a company. More tangible goals might be reaching a certain number of customers, making a certain amount of profit or being known as a cutting-edge company that is ahead of the curve from a technological standpoint. Having a clear strategy means a higher chance of meeting goals according to specific deadlines as well as ultimate success in the industry.

Plans for Release Management

During ITIL training, employees and managers should also focus on the ITIL Process of planning for release management. Releasing a new product or IT service can be a very positive and exciting time, but it can also result in a lot of confusion and potential problems.

With any new release, there should be a framework in place that all staff members can reference in order to save time, improve customer satisfaction and increase overall efficiency in the workplace.

Through Ashford Global, companies can find the right training that focuses on the key ITIL Processes to help during implementation and beyond.

Contact us today to discuss your ITIL Training.

 

About this author:

Angel Prusinowski

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

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