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Information Technology Infrastructure Library (ITIL)

The IT Infrastructure Library (ITIL) “framework” has been recognized as the “de facto standard” for IT Service Management and is considered a “public domain” framework due to its flexibility and scalability for all organizations. inRound can help you determine which of those best practices would help you improve the support and delivery of IT services to better support the Business Strategies of your organization.

Best Practice for Service Support
  • Service Desk (Function) – although not a process, it is described as a function. One which acts as single point of contact between end-users & IT as well as an interface to other ITIL processes.
  • Incident Management is the process that restores service for end-users as quickly as possible to minimize the impact on business.
  • Problem Management - the process to determine the root causes of failures and initiate action to reduce or eliminate incidents. Proactive problem management can prevent incidents & problems from occurring.
  • Configuration Management – provides the logical model for the IT infrastructure and includes the relationships of the IT components.
  • Change Management – provides standard methods and procedures for effective implementation of all changes the IT environment and reduces the impact of changes on the business organization.
  • Release Management – is responsible for all aspects of change to the IT environment. It has been called the “holistic” approach as it encompasses the technical aspects such as building, testing, verification, but also documentation, and training.

Best Practice for Service Delivery
  • Service Level Management – is responsible for working with the customers of IT services to negotiate the required level of service at the agreed to price to support the business needs of the organization.
  • Financial Management for IT Services – is the ‘stewardship” for cost effective management of the IT assets and resources.
  • Capacity Management – ensures an IT organization has the right resource in the right place at the right time to deliver cost effective services.
  • IT Service Continuity - managing an organization's capability to provide the necessary level of service following an interruption of service.
  • Availability Management - optimize IT infrastructure capabilities, services, and support to minimize service outages and provide sustained levels of service to meet business requirements.