ITIL Compliance
ITIL (Information Technology Infrastructure Library) was defined by the UK government as a framework of best practice approaches intended to facilitate the delivery of high quality information technology (IT) services.
It is no coincidence that EnterpriseWizard provides the industry's leading ITIL solution, since the system architecture and functionality set were designed around the ITIL framework. Our CEO and founder is from the UK and ITIL requirements were the cornerstone of the initial product design.
For a product to be ITIL compliant, it must be able to map the complex relationships between assets (configuration items), people, and various kinds of requests, and it must be capable of automating a variety of processes, ensuring the correct procedures are followed, notifying about deadlines and service delivery failures, and so on.
However, that is not enough. There are several products that claim to be ITIL compliant, or even ITIL certified (this is really a meaningless claim, since only individuals can be ITIL certified), but it is important to recognize that your company may choose to implement ITIL best practices in a rather different way than the company next door, and many pre-configured ITIL-intended products do not have the flexibility to allow you to implement ITIL in the way that is best for your company.
As an example, some companies may wish to consider Service Requests and Incidents as two sides of the same coin - allowing their end users to submit both kinds of record in a single interface/table, while using rules and workflow to allow for different process flows based on the type of issue being submitted. Other companies may find it important to separate these functions completely, holding Service Requests and Incidents in separate tables and managing them very differently.
So while a vendor may provide an out-of-the-box structure that it believes best represents the ITIL framework, that structure may not be ideal for your company. You need to ensure that you can easily customize your ITIL software as needed to reflect the way you want to manage your IT services. This is where EnterpriseWizard beats the competition, because using our adaptive technology, it took us just a few weeks to develop our out-of-the-box ITIL structure. And it will take even less time to make any modifications you want to fit the precise needs and preferences of your business.
This is only possible because of the investment that we made up front to create a product with the full range of functionality needed to automate complex business processes, from ITIL to SOX, and from government compliance applications to CRM. The ideas that shape ITIL's best practices are fundamentally interwoven into our product.
Beyond the product capabilities, an important consideration when planning to implement ITIL is the quality of advice you can expect to receive from your software vendor. ITIL implementations can be quite complex, and even within the ITIL guidelines there are many decisions and choices to be made that can affect the usability and efficiency of the end result. Our customers have repeatedly told us that one of the greatest benefits of going with our product was the quality of advice and guidance provided by our professional services team. We have been assisting customers with IT service management implementations for years, and we have a large store of experience of what works and what doesn't. Our ITIL certified team members can help you find a sure path through the ITIL jungle so that you don't miss the forest for the trees. The goal of ITIL should be to give you a more efficient, robust, and less failure-prone service system, not to implement a lot of burdensome processes that simply slow things down and make more work for your employees.
