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The Info-Tech ranking report offers a unique view of the market based entirely on in-depth customer interviews. Download the Info-Tech ITSM Quadrant and Customer Viewpoint report to gain a better understanding of key vendor strengths and emerging market requirements.
As a guiding framework, Information Technology Infrastructure Library (ITIL) functions to help IT keep pace with the organization’s needs and goals. With companies accelerating their digital transformation projects, the adoption of ITIL best practices can help organizations stay focused on IT goals and consistently provide exceptional service to customers and employees.
ITIL best practices cover a vast range of fields when it comes to assisting IT Service Management. Here’s a quick overview of where ITIL is applicable:
As organizations gear up for accelerated adoption of advanced technology initiatives, many organizations are looking to find ways to improve IT maturity and streamline internal processes to manage the influx of demand. Managing resources in this environment while ensuring clear and valid communications among stakeholders is a unique challenge.
As a set of practices that provides practical and strategic guidance for service management, the main goal of ITIL is to improve the business service. The business service will be enhanced when its support system—the specialized capabilities of the process, people, suppliers, and technology—is optimized. Providing a self-service solution for ITSM is a consistent hurdle for many organizations. A lack of self-service is consistent with lower ITSM maturity. ITIL can help improve this.
Here are some key steps to laying a strong base for ITSM using ITIL best practices:
Many institutions are implementing ITIL to ensure they have a common vocabulary and methodology surrounding request fulfillment and incident response.
Increased demands for online and blended learning experiences put pressure on higher-ed IT organizations, but IT budgets are staying static or even decreasing.
TeamDynamix ITSM makes a positive impact when paired with ITIL in higher education. Yancy Philips, IT Team Director for Indiana State University, explained how their old basic ticketing system that was used to manage the delivery of IT service “served its purpose for many years, but as we started to adopt more ITIL best practices and worked to improve our service delivery, we knew we needed something more.”
That something more was TeamDynamix.
“People are thrilled with our service now,” Philips says.
Likewise, in an ever-connected world, state and local governments need to provide new services and keep up with changing needs while often balancing tight budgets.
Implementing ITSM best practices enables organizations to standardize and optimize the way they respond to the ever-increasing demand while keeping operational costs low and customer satisfaction high.
Dusty Borchardt, Business Systems Manager for Oklahoma City, said that they adopted the ITIL framework more than 15 years ago. He explains that they’d had effective processes in place for a while, but they “haven’t had a decent toolset to manage them” until they utilized TeamDynamix’s ITSM platform.
“TeamDynamix has brought simplicity to our operations,” Borchardt says. “This is the first IT Service Management platform we’ve implemented that everyone loves to use.”
Putting in place ITIL’s change management process helps mitigate unforeseen issues and downtime that arise from inadequate planning (or lack thereof) and controls. By documenting changes, organizations can stop the rise of significant—and often avoidable—issues.
Adopting ITIL best practices can lead to massive success and benefits for your organization across the board. The ITIL Glossary gives a good look at the implementation, management, and quality of IT services that meet a company’s needs. By choosing a robust set of ITIL best practices, you can foster strength between the core functions of your organization and the IT services and develop a more even-keel approach to the service environment throughout a state of constant change.
Want to hear more about ITIL best practices? Watch top CIOs explain the difference between simply adopting ITIL and truly embracing it, including the roles education, technology and institutional support play in the overall vision.
Editor’s note: This post was originally published in June 2020 and has been updated with new information.
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