What is ITIL?

ITIL (IT Infrastructure Library – IT Infrastructure Library), is a series of detailed and structured best-practice examples for managing IT services.

ITIL was developed at the end of the 80s by the UK Office of Government Commerce (OGC – Office of Government Commerce). Thanks to its process approach, ITIL makes it possible to establish successful communication between customers, suppliers, the IT department, and users. With its rapid adoption in the UK and the Netherlands, ITIL has now become a globally used and recognized business standard.

ITIL consists of books that define service management concepts, provide guidance for maintaining the services provided in the best possible way, and detail the service delivery processes for its users. ITIL is not a turnkey solution; however, by adopting ITIL you can use a common terminology in service management and professionalize your organizational processes with proven process examples. How the ITIL approach is applied to service management processes must be determined by each organization according to its own culture, structure, and technology.

Infratech & ITIL
Infratech, with Spectra Service Desk, provides the ITIL approach to service management processes through the following items;

Inventory Management
It is responsible for identifying IT environment assets (hardware, software, network, documentation, connected business systems), storing their details, tracking their history, and reporting on them.

Incident Management
Its primary goal is to resolve occurring problems as soon as possible so that interruptions in the services provided have a minimal adverse effect on business processes. At the same time, by adhering to the business workflow within the organization, quality within the process is ensured.

Problem Management
It identifies the underlying causes of incidents, repairs failing services over time, or produces permanent solutions that will prevent recurring problems from happening again in the future.

Change Management
It aims to plan the changes that need to be made in the infrastructure in order to eliminate the causes identified by problem management, and to reduce the adverse impact of these changes on the infrastructure.

Service Level Management 
It makes it possible to measure the criteria agreed between the customer and the service provider, the service provider’s own internal operational criteria, and the criteria agreed between the service provider and the subcontractor.

Service Desk
The Service Desk is the single point of contact between the service provider and its customers. The Service Desk receives incident records and service requests and takes on their tracking.

Combining Infratech solutions, IT inventory optimization, and the use of service management processes gives companies;

• Centralizing information in a single repository

• Increasing the use of infrastructure and resources

• Increasing the effectiveness of the IT team

• Eliminating duplicate tasks

• Reducing user service and support costs

• Guaranteeing adherence to IT project delivery dates

• Meeting the organization’s real needs

• Documenting the roles of key elements and processes

• Automating key elements

• …

WHY ITIL?

Choosing ITIL means:

Sharing 20 years of IT Service Management experience all over the world

• Training and certification

• itSMF Forum (user groups)

Saving time in adapting tested and approved processes

• Processes

• Management rules

• Job descriptions

It means ensuring dialogue between key elements that share a common framework reference.

source ; http://www.infratek.com.tr/tr/itil_danismanligi.htm