How ITIL-based IT Help Desk can help Small and Medium Businesses
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How ITIL-based IT Help Desk can help Small and Medium Businesses
Company: ManageEngine.com (Adventnet)
Published:
Type: White Paper
Introduction:
Everybody knows Bob! Bob works in the IT department of a Financial Services company. When the Office staff have a problem, they call him and say, “Hey Bob, I have a situation here, Can you fix it”. Bob knows all the employees by name and their assets details. He fixes all problems and runs a great show. The business is going great and the company expands adding more employees providing them more IT Services. Can Bob still run the show? Let us see how ITIL-based Help Desk Software can help Bob and businesses with IT Help Desk team similar to Bob’s run a great show and provide uninterrupted IT services.
How ITIL can help SMBs to streamline IT Service Support?
Information Technology Infrastructure Library (ITIL) is a framework of best practices to manage IT operations and services. Government of Commerce, UK defined ITIL in the mid 1980s for business to efficiently manage their IT environment. ITIL ‘s main objective is to align business and Information Technology. ITIL’s IT Service Support process helps organizations to efficiently manage software, hardware, and human resource services to ensure continued and uninterrupted business. ITIL defines that the core function of IT Service is to offer “uninterrupted and best possible service” to all users. It defines 5 processes such as Incident Management, Problem Management, Configuration Management, Change Management, and Release Management to offer uninterrupted and best possible service. ITIL does not mandate enterprises and organization to implement all the framework specifications. This freedom to choose is one of the prime reasons why ITIL is still very relevant even today to enterprises of all sizes. SMBs need to have a cost savings approach to ITIL implementation; this approach helps them to adopt the right features without getting caught in standards-sake ITIL implementations.
