A corporation’s technology is effectively at the front line of its customer service and organizational efficiency. The dependence of organizations on their IT resources means that factors such as availability, access and reliable data are fundamentals for effective IT management.

The cost benefits of implementing best practice standards for IT service management processes - incident, problem, change, configuration and service level management etc. - and automating those processes with a system such as infraEnterprise, have been well documented.

For example, Gartner states “If you have best practices in place for a well-managed environment, you can reduce your total cost of ownership by as much as 25% to 30%”.

The ITIL advantage

ITIL is a process based approach to IT service management, which focuses attention on key activities and optimized service quality, within a reasonable and justifiable cost. ITIL has become the most comprehensive and widely accepted IT process management framework in the world.

Improving IT service perception and cost to internal customers is a key goal of best practice. ITIL aims to change the perception of IT as a cost center providing little measurable business value, to a facilitator of continuous process improvement, incorporating Service Level Agreements (SLAs) to improve customer communication and manage expectations.  

infraEnterprise and ITIL

infraEnterprise has been independently certified at an enhanced level for ITIL - a guarantee that the application will fully and smoothly support the ITIL standard within an IT service environment. Comprehensive service management processes are fully integrated in the single infraEnterprise application, ensuring seamless workflow between processes. 

Because infraEnterprise is a fully web-based solution, it carries the additional advantage of enabling changes to processes to be immediately deployed across the enterprise over the Web.

infraEnterprise provides enhanced ITIL certified support for service management processes including:

• Configuration Management
• Incident and Problem Management
• Change Management
• Service Level Management
• Reporting and Monitoring
• Object Management