ITIL
Best practice with ITIL
IT service delivery standards are of paramount importance to any organisation whose employees are reliant on IT systems to carry out day to day tasks and deliver services to customers.
Even short periods of employee 'down-time' caused by system problems can quickly add up to many hours of lost productivity, costing the organisation in economic terms but also causing inconvenience and disillusionment amongst both employees and customers.
The development, implementation and maintenance of appropriate procedures to log, prioritise and resolve IT system issues efficiently and effectively is therefore essential.
Many successful organisations have used IT Infrastructure Library (ITIL) to improve the quality of their IT service support and delivery. ITIL provides the foundation for quality IT Service Management, and is the world's most widely accepted approach to IT Service Management, providing a cohesive set of best practice processes.
The ITIL framework comprises Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.
The adoption of ITIL guidance offers a range of benefits:
- It provides opportunities to improve service efficiency and cost
- It allows the IT department to clearly demonstrate service reliability and consistency
- It enables more effective management of suppliers
- It ensures the IT department is business driven rather than technology led
NCC Group offers a 'health check' service focusing on all elements of Service Management, helping organisations achieve compliance to this standard. We follow recommendations of the OGC and ITSMF (IT Service Management Forum) for the assessment areas of Service Management.
NCC Group works with organisations to:
- Benchmark existing IT service support and delivery processes against standards such as ISO 20000 (formerly BS15000) based on the respected ITIL framework, identifying those aspects that are functioning well where best practice is currently followed, along with any problem areas where procedures could be managed more effectively;
- Raise awareness of ITIL, its benefits, and effort and resources required to adopt best practices of Service Management;
- Gain a thorough understanding of the organisation's existing policies and procedures in respect of Service Support and (or) Service Delivery, analyse the strengths and weaknesses of current process, and measure conformity with ITIL and general best practice around Service Management;
- Mentor staff to ensure that the Service Management improvement process moves forward satisfactorily and ensure that the project reaches a successful conclusion.
This approach allows us to provide clients with a comprehensive review of how well they are performing, to identify any gaps between their current activities and best practice and to produce a prioritised action plan outlining specific tasks to be completed in order to manage Service Management processes more effectively.
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