Winkworth Consulting - What is ITIL?

IThe Infrastructure Library (ITIL) is the only consistent and comprehensive documentation of best practice for IT Service Management. Used by many hundreds of organisations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books.

ITIL consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT. ITIL has been developed in recognition of organisations' growing dependency on IT and embodies best practices for IT Service Management.

ITIL offers a systematic, professional approach to the management of IT service provision. Adopting its guidance can provide benefits such as :

• Increase Customer Satisfaction with IT services
• Reduce the risk of not meeting business requirements for IT services
• Reduce costs when developing procedures and practices within an organisation
• Better communication and information flows between IT staff and customers
• Standards and guidance for IT staff
• Greater productivity and better use of skills and experience
• A quality approach to IT services
• implementation that conforms to the requirements the ISO-9001 standard

There are also benefits to IT service Customers, such as:

• Reassurance that IT services are provided in accordance with documented procedures that can be audited
• The ability to depend upon IT services, enabling the customer to meet business objectives
• The identification of contact points for enquiries or condition changes
• Provision of feedback from SLA monitoring

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