No matter how deep the functions go in a company, the service desk will be triggered when something goes wrong. A computer stops functioning, or a software expires the license or during a major release of functionality the server does not function properly. The result is a plethora of activities to put the house in place again.
This can be a lot of fun if your hardware and software are oks, and you’re just watching your friend have a hilarious day. But it sure is not funny when all this is happening to you. And when these problems occur, the first thing that will leave you frustrated will be the lack of processes that could have diminished or even eliminated such situations. The second thing that will cause you frustration is the fact that there are no step-by-step steps to follow in these situations.
If we speak briefly, that is why your company needs to implement ITIL. But that’s not the whole story.
A report from the Gartner website states that “… (in implementing ITIL) customers have identified improvements in customer satisfaction with IT services, improved communication and information between the IT staff and the end customer, and cost reduction in process development And practices within the organization. ” In a separate survey by Forrester, results showed that more than 80% of companies believe that ITIL has improved the organization, productivity and quality of service of the company.
But there’s always the big question, “What can ITIL bring to your business?”
We will try to clarify for you.
1. Working with partners is very easy
The idea of a flat, barrier-free world is real these days and that means having partnerships all over the world and having to buy from sellers from other continents or selling to companies in different time zones is all very normal. Which means that a common support and quality solution can help you work together much easier, especially when they are all using the same actions to serve and provide quality support in the same way you are. With business becoming more and more dependent on IT, a common framework removes the need to increase the time and effort required for learning.
2. It will become much clearer what the service desk can and can not do
Many hours of work are missed when people wait for things that the helpdesk is not responsible for. And it’s no use blaming the end users, they do not know that. But when this information becomes transparent through a system that is easy to identify, end users know exactly who they should go to when they need help. This makes everything very clear and easy for everyone. Time saved in erroneous requests will be added directly into productivity. ITIL will become very profitable for your company.
3. It makes growth easier
The advantage of implementing ITIL as early as possible in your enterprise is that as you grow, your infrastructure and systems will not suffer. This is the problem that small and medium-sized companies face; Their systems and processes do not grow along with them, resulting in increasing problems that affects almost everything the company does. And if dependency on hardware or software is significant, the likelihood of your business going into chaos becomes high. An ITIL-based service desk could have taken care of such a transition with ease, eliminating redundancy, strengthening core processes, and improving resource utilization splendidly. And it is clado, the peace generated in the company comes as a bonus.
4. Improve the quality of service
Every company wants their support team to be as clean, proactive and fast as possible. But there is a certain limitation on what notepads and excel worksheets can do. That’s why implementing ITIL can get you rid of primitive hardware and software managements, which are usually part of stagnant companies in ideas and executions. When these companies are confused and cluttered internally, they are unable to respond or adapt to innovations and competitions. And all this is basically for not keeping the house in order. An ITIL implementation enables learning from past problems, attention to performance indicators, and the cost of achieving such quality services is warranted.
5. Improve efficiency
With improvements in service quality and overall improvement in processes, companies with ITIL implemented are much more efficient and productive than companies using no processes at all. Better processes and proactive support means less user waiting time, lower delay, retention of users, and happier customers. With customers demanding more for less, and the exponential growth in global competitiveness, efficiency is not just something legal to have, it is necessary. That’s why companies implement ITIL.
In the last decade the adoption of ITIL by the largest companies in the world was due to see the advantages of embracing a Framework that could simplify the management of the interests of the business in several product lines of distribution networks throughout the continent and employees / Offices in almost all major cities in the world.
Procter and Gamble (P & G) save about $ 125 million in IT per year for the adoption of ITIL, which accounts for about 10 percent of their annual IT budget. Similarly, Shell used ITIL best practices during the global PC replacement project, potentially saving 6,000 man-days of work and $ 5 million. VISA has reduced service resolution time by at least 75%. Sallie Mae’s ITIL implementation resulted in a 40% reduction in Helpdesk call size and improved first call resolution.
If large companies, such as all the complexity and bureaucracy they have, are achieving so much success with using ITIL, there are no barriers to what small and medium businesses can do if they simplify and automate their processes. The possibilities are numerous.