ITIL stands for Information Technology Infrastructure Library. It is the most widely-adopted IT Service Management (ITSM) approach worldwide. What ITIL does is provide a framework and best practices for delivering and supporting IT services in the business world. Basically, ITIL states that IT services have to align with business needs, and it provides IT workers with the skills necessary to use IT to keep business flexible, growth-oriented, and healthy.
Typically, ITIL certified IT service management is targeted toward larger customers. Small or medium sized companies often elect to only partially implement ITIL. That’s not because ITIL is somehow bad for smaller businesses, but because full ITIL implementation can be a significant undertaking over an extended period. Many smaller companies find that they’re better off not going full bore to implement ITIL, because they don’t experience the full benefits of ITIL implementation that larger enterprises do.
To embrace the ITIL framework (whether or not full ITIL implementation is the goal), companies may follow ITIL policies to the letter, or they may only incorporate aspects of ITIL that are applicable to their current business needs. The benefits of using an ITIL framework include:
- Better control of IT budgets due to lower IT expenses
- Better IT service delivery (and happier end users)
- Higher productivity and better resource allocation
That said, most IT professionals in small to mid-size companies want a service management solution that’s easy to use and intuitive. ITIL compliancy is important, but if it isn’t ITIL certified, they don’t consider it a deal breaker. Some IT professionals at small to midsize companies may want to pursue ITIL education and certification. The process requires extensive training and costs several thousand dollars, which may or may not be comped by the company.
When you choose your help desk software, ITIL compliance should still be a priority. You can get competitive, advanced ITSM solutions that are ITIL compliant, providing all of the benefits, even if not certified.
ITIL-compliant IT service management is one of the keys to operating an IT help desk that aligns your IT services with your particular business, whether you employ 20 people or 2,000. When IT service management is provided as an ITIL-compliant service through cloud-based web help desk solutions, you can unquestionably get the flexibility you need to tailor your IT help desk services to your company’s needs, without having to worry about the headaches of on-site hardware and software upgrades. Installation, implementation and ongoing maintenance will be easier and less expensive. Your IT service management as a service solution is always up-to-date.
About Laura Miller
Laura Miller is the Senior Director of Sales Operations, ITSM at SolarWinds. She works one-on-one with customers ranging from SMB to Fortune 500, providing them with a modern way to look at service management. Laura's ITIL experience and ITIL v3 Foundations certification provides her with a unique understanding of the service management industry. Her guilty pleasures are anything chocolate, ice coffee, and reality TV.
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