What is ITIL?
ITIL is a set of practices. Its primary purpose is to provide a systematic approach to IT service management (ITSM). ITIL gives recommendations on how to manage IT in a way that really helps end users and supports the proper management of the IT department, thus helping the efficient and secure functioning of company processes.
ITIL is not a standard with specific guidelines, but a set of general tips that work in many organizations. It is therefore necessary to follow the rule Adopt and Adapt.
How ITIL can help small and medium-sized companies
ITIL consists of many parts and many of them are suitable for the more complex and larger IT environments of large companies. Best practices and recommendations especially for IT operations are most important for small and medium-sized companies. At least these areas, concepts and processes that ITIl implements or recommends to implement can be identified from them.
Service Level Agreement, SLA
- Using SLA in practice, you define the quality parameters of IT services, whether IT provides it internally or buys it from suppliers
- Service Level Agreements represent the agreed-upon performance of a system or service.
- SLA is one of the concepts that has spread into practice thanks to ITIL
IT helpdesk and Service desk
- It is a set of processes and principles for systematically receiving and handling user requests,
- The service desk is the portal in which help desk technicians connect with customers. Its primary functions are incident resolution, communication, and service request management.
- In addition, the collection and processing of IT requirements is chaos
- for companies and organizations with more than 100 people, an IT helpdesk is a necessity
Change management
- To have changes described and under control is a must have for most of IT processes and procedures
- The primary goal of change management is to minimize IT service disruptions resulting from change.
Problem management
- If one issue still repeats, it is a problem
- If its cause is not removed, IT will continue to be burdened
IT security management
- IT security management should be an integral part of IT management
IT Supplier & IT vendor management
- Supplier management ensures that the organization receives the agreed-upon service levels from its partners.
- Using SLA and NDA becomes the standard in purchased IT services contracts
IT equipment and software maintenance management, patch management
- Managing and planning the maintenance of IT equipment and software prevents many problems
- It includes monitoring and managing the entire IT service infrastructure, from routine tasks and maintenance to job scheduling.
- Updated software helps reduce risks and problem situations