Quick Guide to Driving Business Value from ITIL Initiatives

At the core of most ITIL initiatives is the goal of enhancing the customer experience, improving IT efficiencies, and ensuring security and compliance standards. However, many business leaders are looking for ways to drive near-term business value from their ITIL investments.

Bomgar Corporation, a leading provider of remote support solutions, is the first provider in this space to embrace ITIL best practices in the design and delivery of its solution. With years of experience in working with global support organizations and more than 15% of its team ITIL v 3.0 Foundation Certified, Bomgar has a unique understanding of how to help companies leverage remote support to accelerate their ITIL initiatives at the Service Desk.

#1 ITIL Perspective- Information Security Management: Organizations should ensure the confidentiality, integrity and availability of its assets, information, data and IT services at all times.

#2 ITIL Perspective- Incident Management: Incident Management is responsible for restoring service to the normal state as quickly as possible, minimizing the adverse impact on users and the business. When managing the life cycle of incidents, the service desk should always get written confirmation from the user before closing the incident.

#3 ITIL Perspective- Problem Management includes the activities required to diagnose the root cause of incidents. A key component of effective Problem Management is the capture, storage and retrieval of Known Errors for quicker diagnosis and resolution in the future.

#4 ITIL Perspective- Change Management: To successfully manage change, ITIL recommends that all changes are recorded in such a way that information can be easily accessed by the necessary resources. Delivering prompt changes to meet business time scales and reducing the business disruptions associated with changes are the Change Manager's responsibility. Remediation plans and tools should be in place to resolve any problems with unsuccessful changes.

#5 ITIL Perspective- Continuous Service Improvement: IT organizations should constantly strive to identify ways to improve process effectiveness, cost efficiencies and economical value.