ITIL’s comprehensive best practices, processes, and standards enable organizations 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—and midsize organizations to adopt effective processes and utilize them to enhance IT’s role in a company and reduce IT risk.
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.
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.
There are several ways to track incident management processes. Typical metrics include:
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.
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.
There are a number of ways to measure problem management processes. Typical metrics include:
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.
There are a number of ways to measure change management processes. Typical metrics include:
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 central process responsible for providing knowledge to all other IT service management processes.
Benefits of an ITIL knowledge management platform include:
There are a number of ways to evaluate a knowledge base. Typical metrics include:
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:
There are a number of ways to evaluate a service catalog. Typical metrics include:
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:
There are a number of ways to evaluate the effectiveness of your asset management. Typical metrics include:
The solution’s time-to-value, when you consider the time to implement it, its cost, and the ease of customization is very good. The cost is not too high and it is very easy to deploy.
Business Manager
Computer Software Company
