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December 18, 2014

ITIL: What it Means and How it Helps

Kevin Gibson
Director, Transformational Services
ConnectWise, Inc.
What is ITIL?

ITIL® stands for Information Technology Infrastructure Library. It’s a practical approach to IT service management that was developed more than 20 years ago. Today, ITIL serves as the most comprehensive framework of best practices available.

ITIL is used by IT professionals worldwide to drive business effectiveness and efficiency, and achieve predictable service levels. If you’re looking for a way to bring consistency and excellence into your IT services business, ITIL is your answer.

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It’s important to understand that ITIL is not a step-by-step guide. It’s a gathering of the most effective thought leadership on service management and planning. Here’s how it can benefit you:

1) Predictability. ITIL means you’ll have predictable processes that are consistently applied. You’ll be able to manage customer expectations and it will be easier to meet them. Since everything follows a plan, regulatory compliance requirements may be easier to meet as well.

2) Efficiency. ITIL gives you well-defined processes and clear documentation. When details are clearly laid out, work happens more efficiently. Service delivery tasks can be optimized, and every task happens faster.

3) Measurability. If you can’t keep track of reliable metrics, it’s hard to tell if you’re headed in the right direction. When everything happens according to consistent processes, you’ll be able to clearly measure progress and growth. Key performance indicators (KPIs) can be measured and reported, and you’ll be able to monitor against service level agreements (SLAs).

ITIL gives you a solid foundation for managing your processes, measuring results and implementing changes as needed. It also gives you the flexibility to proactively respond to market changes and changes in client business needs.

Your IT services business will be more responsive, your staff more productive, and your overall business model more successful by following ITIL best practices. You’ll provide the kind of service that promotes client loyalty, which means capitalizing on your position as a trusted advisor.

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Kevin Gibson Director, Transformational Services
ConnectWise, Inc.

Kevin is an avid racer whose need for speed carries over into his role at LabTech Software. As co-creator of LabTech Ignite®, he’s always thinking of ways LabTech can work faster, so you don’t have to.

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One thought on “ITIL: What it Means and How it Helps

  1. […] to rely on a best-practices framework like the Information Technology Infrastructure Library (ITIL). Keep monitoring in place to see how you can adjust and improve your SLA measurements. This kind […]

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