Beginners Guide to ITIL & ITSM

Most of the enterprises believe their employees, capabilities, technologies and processes are their assets. Now, these assets help support and eventually fulfil the mission and vision of the organization. An efficient, alignment of resources and capabilities of IT products and services can assist you in creating business value in your target markets.

Now, this is where the ITL processes come into play. The Information Technology Infrastructure Library (ITIL) is the most widely accepted worldwide approach to ITSM. It helps organizations and individuals to realize business change, growth and transformation.

The final goal of these processes is to improve IT delivery and support for business services. It’s not just about process management, but also stresses on improving the capabilities of processes, people and the technology including customers and employees.

ITIL framework adoption can prove to be the building block for the success of cybersecurity, DevOps, cyber-resilience, etc.

Organizational advantages of adopting to ITIL framework for ITSM includes:

• Strong alignment of business with IT
• Enhanced customer or end user satisfaction
• Improved IT service delivery
• Lower business costs through better use of resources
• Visibility of IT assets and associated costs
• Mitigate service disruption
• Stabilise IT service environment
• Maintain business continuity

To summarize it, the key benefit actually lies in aligning the IT processes with the desired business outcome. Now implementing the framework and best practices for building an IT Service Management (ITSM) is important too, we’ve an article on this where we’ve highlighted how ITSM redefines ITOM.

The popularity of the Information Technology Infrastructure Library (ITIL) is partly the reason why it gets so confusing for users to distinguish between ITIL & ITSM. ITIL is the de facto ITSM framework. ITIL refers to a group of docs which provide a framework and a set of best practices for setting up an efficient IT Service Management (ITSM) in place. There might be times where you can get away with using the two terms interchangeably. ITIL embodies everything in the ITSM definition above. Simply putting it together, ITIL defines the “how”, while ITSM defines the “what”.

Motadata’s IT Service Management Platform is easy to use, simple to set-up and has everything you need for IT service management of your helpdesk/service desk. The ITIL V3 Compliant IT Service Management (ITSM) software organizes information, automates support workflow, eliminates manual/back-end complexities and encourages self-service for maximum productivity and superior user experience. It has received PinkVERIFY 2011 Certification for Incident Management, Problem Management and Request Fulfilment ITIL processes.

The Platform drastically reduces the number of incoming tickets, helps in creating a centralized knowledge base, eases the complexity of managing multiple assets, enables technicians to deploy patches remotely, complies to audit requirements and significantly improves the performance of IT Service Desk.