Effective ITSM revolves around a number of processes. Whilst there are 34 practice areas in ITIL4, there are often a core set of practices that many of our clients are particularly interested in optimising. As understanding and implementing these processes can significantly enhance the performance and quality of IT services within your organisation.
Incident Management
Restores all service operations back to normal as soon as possible, minimising to lessen the impact on your operations. This process might involve logging, categorising, prioritising, and resolving incidents, ensuring which can help mitigate disruption to users and the business.
Configuration Management
Keeps an updated record of IT infrastructure - hardware, software, and network components - in a centralised configuration management database (CMDB). This database provides accurate data on configuration items (CIs) and their relationships.
Change Management
Ensures any changes to your IT services are controlled and coordinated. This process evaluates the impact of changes, approving them through a structured workflow, and ensuring successful implementation with minimal risk.
Service level Management
Defines, negotiates, and monitors service level agreements (SLAs) between the service provider and the customer. This process ensures that agreed-upon service quality and performance levels are consistently met.
Asset Management
Tracks and manages your IT assets throughout their lifecycle to ensure efficient use and cost control. You maintain an accurate inventory of hardware, software, and other IT resources through this.
Problem Management
Identifies, analyses and resolves the root causes of incidents. Proactively addressing underlying issues can prevent recurring incidents. This, in turn, provides improved system stability and reduced downtime.
Request Management
Handles the lifecycle of user service requests, such as access to applications, software installations or information enquiries. It ensures requests are managed efficiently to provide a streamlined approach that fulfils user needs and enhances satisfaction.
Knowledge Management
Captures, organises and shares knowledge to improve efficiency and support decision-making. By leveraging a centralised knowledge base, your IT teams can quickly resolve incidents and problems, and end-users can find the right solutions to common issues.
