The IT industry solution SITE uses many ITIL components

 

What is ITIL? The IT Infrastructure Library (ITIL) is a set of standards for the purpose of continuously optimizing IT business processes. ITIL is based on the best practice of a large number of enterprises whose IT service processes were examined. Using the know-how thus gained, ITIL serves as a standard for modeling service processes.

The use of ITIL is geared toward customer satisfaction achieved through services provided at competitive cost and optimal service quality. ITIL’s benefit comes from customer satisfaction and lower costs combined with higher quality.

IT Service Management, developed using ITIL, consists of ten disciplines, which are divided among three books dealing with service support, service delivery and security management. The ten fields are incident management, problem management, configuration management, change management, release management, service level management, financial management, capacity management, availability management and continuity management.

ITIL continues to be developed and updated. It is currently at Version 3.0.

Because of its exclusive focus on IT enterprises, Singhammer IT Consulting AG soon encountered customer demand for ITIL-oriented service modules in SITE. This demand has been met as of SITE Version 6.5.

ITIL processes and concepts have been incorporated into SITE at a basic level. In Helpdesk, in job management, in contracts and Installed Items, in sales and in CRM, in workflows, in service management and in logistical processes, in configurations, resource planning and escalation management, the impact of ITIL is felt everywhere.

All these processes are structured with complete clarity and transparency and can be accessed anywhere in the solution with a few clicks.

As an IT industry solution, SITE supports the customization of ITIL guidelines to meet the individual requirements of each IT enterprise. SITE is structured throughout so as to be in tune with IT service processes, with the result that Singhammer has created an ERP system allowing ITIL goals to be met with ease.

ITIL offers two models for process optimization solutions:

1)       Plan: The target state is defined, and processes are specified and designed accordingly.

2)       Redesign: Target and actual states are compared. Processes are modified based on the results.

SITE supports both procedures. Our wide industry experience lets us advise you and be your guide to best practice in the service field.

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