ITIL in Practice

Maturity of IT Service Management (ITSM) is currently a critical success factor for most companies. Services provided by the IT department to its customers has to be delivered in agreed quality and the situations where it is not done have to be addressed quickly enough, corrected, and systematically prevented. This applies to the entire IT department agenda, any other service provider respectively. The ability to measure work is crucial, because as it is known – what can not be measured can not be managed. By this we will start the imaginary PDCA cycle and enable continuous improvement.

The issues of ITSM is described by a number of methods, however the principles remain essentially unchanged. The best known are ISO20000, ITIL, and COBIT. The aim of this chapter is to present how these principles can be put into practice using ALVAO Service Desk and ALVAO Asset Management Tools.

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