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Don't engage in ITIL talk

The Information Technology Infrastructure Library (ITIL) is a set of concepts and practices for managing Information Technology (IT) services, IT development and IT operations.  ITIL gives detailed descriptions of a number of important IT practices and provides comprehensive checklists, tasks and procedures that any IT organization can tailor to its needs. ITIL is published in a series of books, each of which covers an IT management topic.  ITIL is now at version 3 which consists of 26 processes and functions; these are now grouped under five volumes, arranged around a Service Lifecycle concept.

The Service Support ITIL discipline focuses on the User and is primarily concerned with ensuring that he has access to the appropriate services to support the business functions; this is a major reason why CHRONOS has ITIL-certified professionals.

We believe that the Support Center is the single entry point to a successful process model.  This makes the service desk function as the single contact point between the customer and the service provider.  There are still companies that treat the Support Center as just an obstacle that they have to deal with in order to have the contract;  they staff it accordingly which ultimately leads to user dissatisfaction.  These same companies then have no idea why they are unsuccessful in providing services under the contract. 

We take a different approach. We hire trained professionals to man our support centers; we further train them on the CHRONOS process, their involvement in that process and even user interaction. If this is the single point of entry for incidents, then the user should have the confidence that the person answering the phones will ensure that the incident gets resolved. Incidents, whether resolved immediately by the support technician or passed on to the Level 2 or 3 technician, initiate one or more processes in the lifecycle of the call: Incident Management, Problem Management, Change Management, Release Management and Configuration Management.

If your current support staff is just talking about ITIL best-practices and have not as yet figured out how to incorporate it into your daily routines, give us a call at 301-423-9177, or use our "Contact" page, and we will discuss what we can do for you.