What is ITIL All About?

ITIL is the world’s standard when it comes to IT Service Management (ITSM) methodology

How can ITIL improve operations?

Its comprehensive best practices, processes, and standards enable organizations that are ITIL-compliant to reduce IT costs, improve internal customer satisfaction, improve productivity, and build a stable environment that allows for growth.

ITCC’s suite of IT tools enables small to midsize organizations to adopt these processes and utilize them in a way that enhances IT’s role in a company and reduces IT risk.

Using ITIL for Incident Management

Incident management is typically the first ITIL process deployed by organizations. It is a day-to-day process utilized throughout an organization to rapidly restore services, either through an IT professional or a self-help portal.

There are seven steps to the incident management process.

  1. Incident identification – This can be either through automated processes or users reporting incidents.
  2. Incident logging – All incidents are logged with relevant details. They are assigned a classification and assigned a priority level.
  3. Incident investigation and diagnosis – This takes place immediately, as IT technicians determine the best course of action.
  4. Incident assignment or escalation – Based on the diagnosis, the incident is either handled or assigned to the appropriate level of support.
  5. Incident resolution – When the incident is resolved, the solution is tested.
  6. Incident closure – Once the technician has completed implementing the solution and the end-user is satisfied with the results, the incident is closed.
  7. User satisfaction survey – End users rate the service they received.

Incident management, problem management, and knowledge management are frequently interrelated. ITCC’s modules integrate together, creating a powerful network of resources to resolve incidents and understand problems.

Incident Management KPIs

There are a number of ways to track incident management processes. Typical metrics include:

  • Total incidents reported
  • Incident status update
  • Incidents resolved within SLA targets
  • Average cost per incident
  • Incidents handled without escalation

Using ITIL for Problem Management

Problem management in an ITIL environment strives to prevent incidents from occurring, through proactive problem management, and if they do occur, prevent them from reoccurring through reactive problem management. Effective problem management increases service availability, improves service quality, and reduces costs.

There are seven steps in ITIL problem management flows.

  1. Problem detection – This can be done as a result of incident reporting, or through automated processes.
  2. Problem logging – Problems are logged, categorized, and prioritized.
  3. Investigation and diagnosis – An investigation into the root cause of the problem takes place, based on the impact, severity, and urgency of the problem. 
  4. Workaround – When needed, temporary workarounds are created while the problem is being resolved.
  5. Create known error record – When the diagnosis is complete, a technician creates this record to help improve resolution times for similar problems that arise in the future.
  6. Resolution – The solution is implemented using a standard change procedure.
  7. Closure – Once the problem is confirmed to be resolved, the problem and any associated incidents can be closed. 

Problem management, incident management, and knowledge management are frequently interrelated. ITCC’s modules integrate together, creating a powerful network of resources to resolve incidents and understand problems. 

Problem Management KPIs

There are a number of ways to measure problem management processes. Typical metrics include:

  • Problems reported by category
  • Problems resolved within SLA targets
  • Root cause analysis reports

Using ITIL for Change Management

Change management is used to control risk and minimize disruption to associated IT services and operations by using standardized procedures when making changes. It protects against unnecessary errors and improves alignment between IT and business operations. 

There are six steps in the ITIL change management process flow. 

  1. Create and log the request for change (RFC) – This often comes from outside the IT department, from an individual or business unit that requires the change.
  2. Review RFC – The IT team reviews the request and prioritizes the change based on business practicality. RFCs can be rejected if deemed impractical or not needed. 
  3. Evaluate the change – assess the impact, risk, and benefits of the change to help avoid unnecessary disruption to operations. Far-reaching changes may involve input from a change advisory board (CAB). 
  4. Approve the change – this follows the organization’s accepted process.
  5. Coordinate implementation – the appropriate technical teams build, test, and deploy the change. Each change should have remediation plans in the event that implementation is a failure. 
  6. Review and close – Upon completion, there is a post-implementation review to confirm that the change achieved its objectives. 

Change Management KPIs

There are a number of ways to measure change management processes. Typical metrics include:

  • Number of successful changes implemented
  • Reduction in unauthorized changes
  • Average time to implement a change

Using ITIL for Knowledge Management

Knowledge management is used to disseminate information throughout an organization. It provides direction for IT technicians and enables self-service through the portal. 

ITIL defines knowledge management as the one central process responsible for providing knowledge to all other IT service management processes. 

Benefits of an ITIL knowledge management platform include:

  • Consistent processes across organizations
  • Faster resolution times for incidents and problems
  • Self-service to reduce the burden on IT
    teams

Knowledge Management KPIs

There are a number of ways to evaluate a knowledge base. Typical metrics include:

  • Knowledge base traffic
  • Number of support queries
  • Time on page
  • Request types
  • Quality control

The ITIL Service Catalog

The service catalog sits at the core of IT service delivery. It contains a centralized list of IT services that are available for employees. Typical service catalogs include the name of each service, descriptions, costs, and eligible employees for each service. Service catalogs help simplify and improve service delivery processes, reduce costs of service, and improve resource allocation. 

 

Developing an ITIL service can be complicated. Ideal processes for effective service catalog development include:

  1. Identify services needed by the business to operate – this may include messaging, software distribution, hardware provisioning, data services, and more
  2. Define permissions – Identify which employees or teams need access to the different services
  3. Categorize services – simplify search tools for an improved customer experience

Service Catalog KPIs

There are a number of ways to evaluate a service catalog. Typical metrics include:

  • Number of people accessing the catalog
  • Least and most accessed services
  • Costs associated with each service

 

Using ITIL for Asset Management

Asset management is part of the ITIL service transition lifecycle stage. It contains a list of all the hardware and software assets within an organization, helping to protect against theft, improve efficiency, and avoid penalties and overpayments for software licenses. 

 

There are three types of asset management:

  1. Physical asset management – tracks inventory, infrastructure, and other fixed assets
  2. Financial asset management – manages procurement, guides investment strategy, and manages the budget
  3. Contractual management – manages digital assets, contractual maintenance, and management of intangible assets

 

Asset Management KPIs

There are a number of ways to evaluate the effectiveness of your asset management. Typical metrics include:

  • Show the percentage of software licenses in use
  • Average age of hardware assets
  • Average number of incidents per hardware asset

 

In Our Customers’ Words

ITCC is a flexible system that allows easy customization in many different ways to meet our ever-changing needs.

The ITCC support team is amazing. They are quick to provide continuous support and are attentive to our needs, offering creative ideas and flexible tools.

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