Does ITIL Help You Enhance Customer Experience?

Information Technology Infrastructure Library (ITIL) is considered a go-to resource for IT service management. Many industry experts agree that ITIL redeems itself by modernizing the approach to ITSM. The modernization focuses on integrating emerging practices such as Agile and DevOps. Furthermore, it offers a variety of best practices that emphasize more flexibility and less rigidity. In this article at Government Technology, the author explains how ITIL functions help IT services keep pace with the organization’s needs and goals.

What Are the ITIL Best Practices?

Change Management

“Tech is the heart of your organization, and maintaining a stable IT infrastructure is crucial,” says the author. Remember, even the most carefully executed IT deployments can fail if organizations fail to implement proper change management processes. ITIL ensures that the implementation of new technology is completed without disruptions in ongoing services.

Help Desk Management

With the increase in remote work and virtual workplaces, organizations are looking for technology that seamlessly connects employees with clients, stakeholders, and end-users. By keeping your ITSM running smoothly through efficient problem-solving and clear communication, you can run a great internal help desk for your employees, clients, and stakeholders.

Incident Management

ITIL outlines that a problem is the root cause of one or more incidents. This helps you pay attention to the root cause and efficiently solve the issue.

ITIL’s Support to ITSM

As long as a company looks for ways to improve customer experience, business alignment and service delivery, there remains the need for ITIL in enterprise service management. While adopting ITIL, business leaders must embrace cultural change and mindset to deal with customers and people involved in the service lifecycle. Furthermore, ITIL’s change management process helps mitigate the unforeseen issues that result from inadequate planning and controls. In other words, adopting the ITIL best practices will undoubtedly lead to massive success and benefits for your organization.

To read the original article, click on https://www.govtech.com/computing/Using-ITIL-Best-Practices-to-Revive-Service-Management.html.

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