How it Departments Can Improve Customer Service – Both Internally and Externally With Itil

How it Departments Can Improve Customer Service – Both Internally and Externally With Itil
What is ITIL?

ITIL (Information Technology Infrastructure Library) is a set of best practices that allow IT groups to offer the highest possible level of service to their customers. The ITIL framework identifies best practices related to core aspects of IT such as Service Desk, Change Management, and Service Level Agreements (SLA's).

Where is ITIL Used?

Currently, ITIL is the most widely accepted approach to IT service management in the world. The ITIL framework was developed in England and is widely adopted in Europe. Over the last few years ITIL has become increasingly popular in the US.

What are the features and benefits of ITIL?

ITIL is a great tool for a management team to use in the constant effort to offer higher levels of services to their customers. ITIL outlines an extensive set of management procedures that are intended to support businesses in achieving both quality and value for money in IT operations. The service support component of ITIL focuses on improving day-to-day support activities such as problem management. The service delivery component of ITIL focuses on improving strategic activities such as capacity planning.

Why should IT departments implement ITIL?

Most people feel that after implementing ITIL their customer service, both internally and externally, is greatly improved. Most IT departments are reactive and always feel that they are running behind. This is stressful and costly. When implementing ITIL you'll review your current processes and think about how you can make them more efficient. By implementing new processes you'll save time and money.

ITIL helps IT departments make better technology choices, manage IT more effectively and drive greater business value for all IT investments.

Lorenzo Balsamo

Lorenzo graduated in 1988 from Bentley College with a Bachelor's degree in Computer InformationSystems. In 1992 he completed his Master's degree at U-Mass Boston in English Literature andTechnical Writing. Since then he has worked the last 15 years in the IT industry in the roles ofSystems Engineer, Network Manager, and Trainer. As a Senior Engineer, he helped design and builda 3,000 node global LAN/WAN for a biotechnology company based in Cambridge, MA. As a NetworkManager, he led a team of 12 Analysts and Engineers primarily responsible for desktops, servers, OS patches, software distribution, antivirus software, and backups. In his current role as a Technical Instructor, he focuses on core engineering courses such as Cisco/CCNA and Microsoft/MCSE. He also teaches courses related to IT best practices such as ITIL (InformationTechnology Infrastructure Library).

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