ITIL is the world’s most widely accepted IT service management methodology–call it best practices for ITSM. Companies can adopt ITIL principles in a variety of ways. They can follow ITIL policies exactly as specified, or because the descriptions, checklists, tasks, and procedures offered by ITIL-based software are flexible, many businesses choose to incorporate only those ITIL best practices most applicable to their specific business needs. Others may even opt to tailor or modify various ITIL practices to address their unique requirements.
The use of ITIL-aligned solutions is unique to each organization. SolarWinds Service Desk gives you the power to assess your employees' needs and fulfill those needs by visualizing the full incident lifecycle. Combine incidents and impacted assets with relevant solutions articles. With ITIL best practices in mind, you can easily escalate incidents to a problem or associate them with an upcoming change.
It’s important to understand ITIL best practices to ensure your service desk is operating efficiently and cost-effectively. Embracing ITIL-based tools can offer significant benefits, including:
Incident management helps IT pros deliver best-in-class service so employees can take their minds off the tech and be more productive and effective in their jobs.
The right ITIL-based approach to incident management software gives your service and support team the ability to easily manage tickets submitted via email, phone, portal, or even walk-ups, all in one location. Automation rules eliminate simple tasks and resolve incidents faster, because the quicker you can align resources, the faster you can close tickets, and get back to the big projects.
Many incidents may be isolated occurrences, while some incidents may indicate an underlying problem. And, while you may not be able to completely prevent incidents from becoming problems, you can quickly identify a problem and its root cause.
If there an incident recurs across multiple users, then it’s very probable that a greater problem is occurring. When a major problem impacts your employees, an internal ITIL framework and process can support quicker resolution—ensuring your employees and your organization remain productive. By adopting a proactive approach to problem management each stage of the lifecycle, you’ll be able to regularly evaluate tools and processes to identify the underlying conditions or issues before they become a greater problem.
Change isn’t easy—especially when it impacts your organization and your employees. Effective ITIL change management processes include clear communication to the people affected, preventing (or at least reducing) frustration while improving service quality and consistency across the day-to-day operations of your company.
For some IT pros, change management can be confusing and complex. But, in looking at it on a greater scale, the procedures and methods created allowed for standardized processes during major IT infrastructure changes. Luckily, in most cases, it pays dividends to have an ITIL change management checklist in place.
The IT department at Betfred, a bookmaker in the United Kingdom, supports a large operation of more than 1,200 employees split across multiple locations. After realizing that IT support needs were outpacing their SharePoint-based system, they moved toward an ITIL framework to create the most efficient service experience.
“Moving to [SolarWinds Service Desk] was exactly what we needed. Our old service tracked tickets, but lacked much of what was needed to implement ITIL standards. With [Service Desk], we were able to create effective service requests and make use of organized change controls.”
“The customization and ease of use are fantastic. It has helped our business processes and ITIL workflows.”