INFORMATION SECURITY

Information Security Network Protection

Information Security Network Protection

Introduction

When the Office staff have a problem, everbody comes in a situation where they consult the exisiting IT manager in the organization. IT manager knows all the employees by name and their assets details. He fixes all problems and runs a great show. The business is going great and the company expands adding more employees providing them more IT Services. Can IT manager still run the show? Let us see how ITIL-based Help Desk Software can help IT manager and businesses with IT Help Desk team similar to IT manager's run a great show and provide uninterrupted IT services.

How ITIL can help SMBs to streamline IT Service Support?

Information Technology Infrastructure Library (ITIL) is a framework of best practices to manage IT operations and services. Government of Commerce, UK defined ITIL in the mid 1980s for business to efficiently manage their IT environment. ITIL 's main objective is to align business and Information Technology. ITIL's IT Service Support process helps organizations to efficiently manage software, hardware, and human resource services to ensure continued and uninterrupted business. ITIL defines that the core function of IT Service is to offer "uninterrupted and best possible service" to all users. It defines 5 processes such as Incident Management, Problem Management, Configuration Management, Change Management, and Release Management to offer uninterrupted and best possible service. ITIL does not mandate enterprises and organization to implement all the framework specifications.

This freedom to choose is one of the prime reasons why ITIL is still very relevant even today to enterprises of all sizes. SMBs need to have a cost savings approach to ITIL implementation; this approach helps them to adopt the right features without getting caught in standards-sake ITIL implementations.

Here is an illustration that shows how SMBs can manage an IT environment with an ITIL-based Service Support solution. Consider an Office with users having IT and non-IT assets. Consider that IT and non-IT asset services are handled by the IT Support team and Quality of Service offered is at an excellent level. The Excellent QOS is an end result of the IT Support team and all the components such as IT, non-IT assets, and complete IT infrastructure functioning at their best. As shown in the illustration, all requests from users are classified as Incidents and problems, a workaround is suggested to ensure that normal operations and services are not affected. Problems are traced to their root cause and a Change is initiated to eliminate problems and related incidents. Using ITIL's Incident, Problem, Configuration, and Change Management, the IT Support staffs continually ensure that all components perform at their best level, to contribute to the Excellent Quality of Service.

Managing Chaos with ITIL

Most SMBs start with a modest email-based IT Support setup, but as they grow and as service requests increase, the quality of service drops drastically. The IT support team gets into a fire-fighting mode, just resolving requests to avoid service failure. Without ITIL, there is no vision to proactively identify ...