ITIL, an acronym for Information Technology Infrastructure Library, is a set of practices for IT Service Management (ITSM) that focuses on aligning IT services with the needs of the business.

ITIL describes processes, procedures, tasks, and checklists which are not organisation-specific, but can be applied by an organisation for establishing integration with the organisation’s strategy, delivering value, and maintaining a minimum level of competency.

Oh, it goes on…

ITIL allows the organisation to establish a baseline from which it can plan, implement, and measure.

It is used to demonstrate compliance and to measure improvement.

Still awake?

Is ITIL any good?

Perhaps in really large organisations. But in my experience, it gets the way of actually getting things done.

But hey, each to their own and if you like structure and planning things to within an inch of its life to reduce risk, knock yourself out.

Community Service Announcement: 

Be careful when mentioning ITIL around IT people –as its known to cause high levels of excitement.

And you know what those IT people are like when they get excited…

Upcoming Industry Events:

Customer Service Emails – Dec 2020

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CX Skills

The December 2020 Customer service emails training course is designed to equip frontline correspondence Team Members and their direct Team Managers with the knowledge and skills needed to effectively (with style) and efficiently (with a focus on reducing unnecessary repeat contacts) better manage complaints and enquiries received via emails.

Workforce Management Essentials

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This 3-day course is designed to teach you the foundations of good Workforce Management principles (WFM), and how to implement them in your own business.

The Heart and Mind of a Winning CX Culture

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In this free webinar, Australia's leading customer service expert Jacquie Scammell provides some tips and insight into how to create a winning CX culture in your business.

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