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Friday, May 28, 2010


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A Set of Best Practices for Managing Your IT Services

Looking for ways to improve customer service and reduce waiting time for responses, ITIL V3 has emerged as an important methodology for businesses who want to change their service processes. Boasting a huge success overseas and two revisions later, the ITIL framework, or Information Technology Infrastructure Library, now has U.S. companies monitor the methodology and learning what can be done for them. In short, the framework helps regulate and monitor services provided to customers in addition to designing new ways to meet customer needs. ITIL V3 is not standard, but supported by the standard (ISO 20000) and certification schemes of the International Standards Organization (ISO).

While used for more than two decades in Europe, however, the ITIL framework has recently become popular in the U.S. Supporters believe that the framework of the methodology can bring much needed maturity to all information technology companies and businesses by meeting needs that may be unrealized. To understand the needs and comprehensive aspects of a business' service cycle that includes the ITIL framework, the background of the framework, and the usefulness of each component of ITIL V3, should be examined.

Background on the ITIL Framework

Developed in 1980 by the United Kingdom Central Computer and Telecommunications Agency (CCTA) after realizing the lack of a methodical approach to IT infrastructure, ITIL has since permeated the European business and service sectors. The CCTA, now called OGC (Office of Government Commerce), continues to work with ITIL by continuously enhancing it and creating new programs.

Recently, however, global companies have begun importing a useful framework in their business in the U.S. and have been satisfied with the results and feedback. ITIL framework, generally referred to as a set of best practices for managing information technology services, ensuring that the company has a system to meet or anticipate customer needs. The latest revision of the methodology, ITIL V3, released in June 2007 and has continued to grow in popularity with U.S. companies.

The Purpose Cycle ITIL

ITIL V3 cycle, fed by the Business Value, consists of Service Strategy, which leads Operation Services, Design Services, and Transitional Services. Includes cycle is continuous Service Improvement element. Many U.S. businesses working with the ITIL framework now understand the benefits of the framework and how it can help manage business solutions and track customer service.

Services strategies, sometimes referred to as the center of ITIL V3, is used to establish a plan to provide customer service. From this point, three sets of work process to convert the plan into action. Design Services to develop and create services to support the plan, and includes the purchase of appropriate software or system and adapt to the specific needs of the company. When a new software system is ready for use, the Transitional Services to ensure that it is implemented correctly by performing control checks or tests. Operations Services to process a request from the customer base and address of company failures in the system. ITIL is the biggest part Continuous Improvement Service, which is a process that continually monitors and regulates services in addition to doing repairs if necessary.

ITIL Certification

Many IT companies now want to send students to study the ITIL framework methodology that can be incorporated into their system. Effective management of the customer base is something that is both small and large companies are always looking for, and many will find it useful to train selected staff in the specification of ITIL V3. Students of the ITIL framework now receive certification based on the level of learning and knowledge.

The most basic certification, Foundation, shows that a person has a fundamental understanding of the principles and terminology of the methodology. Foundation must be achieved before a higher certification can be obtained. Practitioner certification comes in different levels depending on the ITIL V3 processes that individuals use. This level indicates a high level of knowledge in one part of ITIL. Expert (formerly called Manager) indicates the highest level of certification achieved, and shows an assertion is concentrated and comprehensive framework.

The Best Way Managing Your IT Services

ITIL framework offers businesses one of the fastest turnaround times for responses. Methodology when all are designed with customer service in mind. ITIL V3 is a smart system for businesses because it separates the problem, check each process closely, leaving the measured results and set targets to guide road improvements. Due to the nature of the ITIL framework, not meant only for large, global corporations, but small companies that may use the old system.

The latest revision of software, ITIL V3, and its predecessors are commonly referred to as a collection of best practices for managing information technology services. If you need an efficient way to manage your customer service base and shorten the response time in half, perhaps the ITIL framework can impact your company as much as was done for many other U.S. businesses in recent years - by revolutionizing the way companies interact with customers at a level more personal.

Alan Koch, http://EzineArticles.com/?expert=Alan_Koch

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