InsTIL Service Desk

InsTIL combines a set of ITIL best practices for managing IT services into a robust IT Service Management solution for seamless & cost-effective delivery of quality IT services management. InsTIL’s modular approach makes it quick & easy to implement within any organization.

IT Service Challenges

The increasing dependence on IT to deliver business services (web-based, email, self-service, support) and the plethora of business applications (CRM, ERP, mission-critical applications etc.) has drawn senior management focus on the following:

• Alignment of IT service objectives with the business objectives.
• Cost-effective delivery of quality IT services.
• Best-practices for seamless IT services management.
• Minimal service disruption (reliability, availability, security & stability of networks, applications & systems).
• Optimizing technology investments & resource management.
• Lower total cost of ownership.
• Processes that adapt to changing customer & business< demands.

Turning towards ITIL best-practices for IT service management

CFO’S, CIO’s & IT Managers are turning towards ITIL best-practices to find solutions for their IT services challenges. IT Infrastructure Library (ITIL) is a library of volumes describing a framework of best practices for delivering IT services. Developed by the British government's Central Computer and Telecommunications Agency (CCTA) and later adopted by the United Kingdom's Office of Government Commerce (OGC), the ITIL project was initially used in the U.K. public sector to drive efficiencies for successful delivery of various projects & programs. It has since evolved into the most comprehensive and widely accepted IT Service Management framework in the world.

ITIL framework has been immensely successful across multiple organizations with huge cost savings from reduced incidence of service desk calls, outages & incidents and lower total cost of ownership; all owed to streamlined, optimized operating processes & procedures and cost-effective delivery of quality IT services management.

As with any new process initiative, the success of ITIL within the organization depends on management commitment and stakeholder buy-in.

The ITIL Framework

The ITIL framework advocates process improvement to optimize service quality across five core processes of IT management namely : Service strategy, Service design, Service transition, Service operation & Continual Service improvement.

InsTIL IT Services Management Solution

InsTIL’s modular approach makes it quick & easy to implement within any organization. InsTIL IT Services Management suite comprises of the following:-

1. InsTIL Asset – InsTIL Asset assists small-to-medium enterprises to easily manage the various elements in the IT Infrastructure and meet the challenges of ROI pressure and tighter IT budgets. IT Managers can derive immense benefits with the ability to scrutinize current IT infrastructure & processes , to easily implement ITIL-based asset management practices, to record and measure how much the assets are costing them and to present a through analyzes on individual asset “contribution” to supported business functions.

InsTIL Asset...

2. InsTIL Incident & Incident Plus – InsTIL Incident Management frees up valuable resources, improves staff productivity and reduces the impact on business operations caused by any event that disrupts the normal delivery of IT services. InsTIL employs ITIL defined best practices for Incident Management to resolve service disruptions quickly using a systematic process to detect, record, prioritize, track, escalate, resolve and close incidents with least impact on service delivery commitments.

InsTIL Incident & Incident Plus...

3. Configuration Management – InsTIL Configuration Management plays a pivotal role in maintaining the integrity and accuracy of Configuration Items (CI’s) within the IT infrastructure configuration by implementing policies and procedures to identify, control, account, verify, audit all CI’s and their documentation. It enables IT Manages to remove chaos from managing a dynamic, complex configuration environment and to efficiently respond to changing business demands from IT.

InsTIL Configuration Management...

4. Change Management – InsTIL Change Management brings stability into the IT environment by integrating ITIL based Change Management processes within the IT services organization. These processes ensure that all changes are implemented in a controlled manner, without disrupting the delivery of its intended business value or service quality.

InsTIL Change Management...