ITIL is a library created by combining best practices and experience. With the companies implementing ITIL, a noticeable improvement in information technology services; ITIL ceased to be a library and began to be implemented as an information technology management methodology. You can also apply ITIL methodology with Bimser’s Information Technologies Service Management System software solution. By using the SLA and KPI management modules of our ITSMS software solution, you can increase the quality of your service level, increase your accessibility, and control your costs by making the right capacity planning. We can list the general objectives and benefits of ITIL as follows:
We can list the processes that should be operated basically in every information technology organization as follows:
SLA (Service Level Agreement): It means service level agreement. In other words, we can say that the SLA defines the quality, availability, delivery time, response and problem resolution times of the services provided by the service provider to the customer, with an agreement between the customer and the service provider. Because SLA establishes the standards of service quality and determines the service that the customer should expect from the service provider company. In this way, it is possible to measure and manage the individual and organizational service quality of the employees of the supporting institution. KPI (Key Performance Indicator): KPI is the key performance indicator. In fact, we can also be considered as the desired goal to be achieved in its simplest form. We should define KPIs separately for each sector or even for each department. You can request our demo containing KPI samples for IT defined in our Bimser ITSM product.
With Bimser’s Case Management module, all faults reported via e-mail and portal are automatically assigned to the relevant expert according to your definitions in the help desk function. You can see the account, computer name and IP information of your customer, who made the last notification in the calls reported through the portal, on a single screen and you can connect to the end user without the need for any third party applications with the remote control support program integrated into ITSM. By classifying the incoming faults correctly, you can produce reports on your current situation and forward planning. You can also measure your customer’s satisfaction by using ITSM’s survey structure.
