The Information Technology Infrastructure Library (ITIL) is a set of concepts and policies for managing the Information Technology services (ITSM), developments and operations.
ITIL gives a detailed description of a number of important IT practices with comprehensive checklists, tasks and procedures that any IT organization can tailor to its needs. ITIL provides a systematic and professional approach to the management of IT service provision. Adopting its guidance offers users a huge range of benefits that include:
Reduced costs;
Improved IT services through the use of proven best practice processes;
Improved customer satisfaction through a more professional approach to service delivery;
Standards and guidance;
Improved productivity;
Improved use of skills and experience; and
Improved delivery of third party services through the specification of ITIL or ISO 20000 as the standard for service delivery in services procurements.
SapphireIMS 5.0 conforms to ITIL v 3.0 and is PinkVerify 2011 certified. SapphireIMS follows four ITIL processes as mentioned below.
ITIL Incident Management aims to minimize disruption to the business by restoring service operation to agreed levels as quickly as possible. Incident Management is often the first process instigated when introducing the ITIL quality framework to a Service Desk, and offers the most immediate and highly visible cost reduction and quality gains. In Incident Management, interaction with customers is usually reactive, with the main objective being to find a workaround solution to restore normal services for the customer as soon as possible.
According to ITIL, Problem Management aims to pro actively prevent the occurrence of Incidents, Problems and errors within the IT infrastructure, in order to reduce the impact of these occurrences on the business. Problem Management investigates the underlying cause of incidents, and aims to prevent incidents of a similar nature from recurring. By removing errors, which often requires a structural change to the IT infrastructure in an organization, the number of incidents can be reduced over time.
The aim of the Change Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes; in order to minimize the impact of change related problems upon the service quality of the organization. Change Management provides a way of managing and controlling the way changes are initiated, assessed, planned for, scheduled and implemented.
Request fulfillment is the IT Service Management process responsible for managing life cycle of all the service requests. All requests are monitored to make sure they are moving along the process path in a timely manner. Request fulfillment provides a channel for users to request standard services with pre-approvals.