ITIL best practice

IT Service Management

What is the best way to manage IT services so as to ensure the highest quality service, catered to the needs of the client and end user? Who should be responsible for defining the scope and quality requirements of IT services? Which service parameters should be measured in order to enhance the quality of services rendered? Should there be a unique standard in the approach to delivering IT services by IT departments, and a different approach to the same services delivered commercially?

These and other queries are answered by the Information Technology Infrastructure Library (ITIL®), a compilation of the best practices of IT management services. The first version appeared in 1989 and since then has gained ever increasing popularity and respect among suppliers and recipients of IT services. Presently, the third and latest version of IT service management best practices encompasses the entire life cycle of services and processes. These processes range from Service Strategy through Service Design, Service Transition through to Service Operation as well as Continual Service Improvement.

By conforming to IT service management best practices, we can most optimally cater the quality of IT services to the expectations of the business.

Training and certification

We offer training and certification on the following levels:

and dedicated workshops:

  • IT service management strategy
  • Service catalogue construction
  • Incident and problem management


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