ITIL / ITSM

ONQU Support are advocates of IT Infrastructure Library (ITIL) and IT Service Management (ITSM) methodologies, which help maximise their service delivery and address common pain points they see across the support marketplace.

Problem Management

By implementing ITIL and ITSM best practices, ONQU can significantly improve your support experience and ease of integration.

Our customers benefit from faster resolution times through a structured approach to identifying, diagnosing, and resolving issues.

We focus on proactive problem management to minimise disruptions and continuously improve our service quality. Clear communication with a comprehensive service catalogue outlining service expectations, and a self-service portal for routine requests will all contribute to your increased satisfaction.

Leveraging ITIL for improved Service Delivery:

ITIL promotes the creation of a comprehensive service catalogue that documents the services offered by ONQU Support, including descriptions, features, and service level agreements (SLAs). This empowers customers to easily understand and choose the right support options.

A structured incident management process, as outlined by ITIL, helps ONQU Support effectively identify, diagnose, and resolve customer issues. This minimises downtime and ensures prompt issue resolution.

ITIL emphasises proactive problem management. By identifying the root cause of incidents and implementing preventative measures, ONQU Support can prevent similar issues from recurring, improving overall service quality.

Following a structured change management process ensures that any changes to ONQU Support’s services or infrastructure are implemented smoothly and with minimal disruption to customer operations.

ITIL establishes a central service desk as the single point of contact for all customer enquiries and issues. This streamlines communication and ensures efficient issue resolution.

Addressing Pain with ITSM

ITSM tools provide a centralised ticketing system to track and manage customer requests, incidents, and problems. This improves visibility, accountability, and overall efficiency for ONQU Support.

Maintaining an accurate Configuration Management Database (CMDB) allows ONQU Support to track all IT assets, configurations, and relationships. This improves troubleshooting, service impact analysis, and overall IT service management.

An ITSM platform can enable a self-service portal for customers. Here, customers can access knowledge bases, FAQs, and submit routine requests, reducing the burden on the ONQU Support service desk.

Summary

  • ITSM describes how an organisation manages its IT services.
  • It encompasses the entire lifecycle of an IT service, including:
      • Designing the service
      • Creating the service
      • Delivering the service
      • Supporting and maintaining the service
    • ITSM teams ensure that all IT services and technologies within an organisation operate efficiently and optimally.
    • Benefits of implementing ITSM practices include:
      • Streamlined processes
      • Improved productivity
      • Compliance with regulations
      • Cost efficiency
      • Reduced disruptions12
    • ITIL is a subset of ITSM.
    • It provides clear guidelines and practices that organisations can adopt as part of their ITSM strategy.
    • ITIL focuses on efficient management strategies for an organisation’s IT environment.
    • Key points about ITIL:
      • Evolved to adapt to changing IT environments.
      • ITIL 4 is the latest updated version.
      • Co-creation with end-users to maximise value from services.
      • ITIL helps with the implementation stage to increase the value generated from IT services31.

In summary, ITIL is a specific framework within the broader context of ITSM, providing guidelines for managing IT services. Both ITIL and ITSM play essential roles in effective IT service management. Feel free to ask if you have any further questions!

Get in touch

Please contatct ONQU Support for a free, no obligation assessment.