ITIL and IT Service Management

Best Practices for IT Service Management

ITIL® (IT Infrastructure Library) has been successfully used by hundreds of organizations around the world to help them provide high quality IT service management. With the ITIL publications as a foundation, CIOs and IT professionals are creating an approach to the management and delivery of IT services that help them control the costs and management of their IT investments and deliver added benefit to the organization as a whole. iGrafx helps organizations meet the requirements of the ITIL specifications in a cost effective environment.

Gaining Strategic Business Value with IT

Many executives struggle with ways to gain the maximum return on investment from their significant IT investments. In an effort to deliver quality service in the absence of a structured framework, these organizations often experience ballooning costs, increasing number of supported applications and decreasing customer satisfaction.

ITIL is a comprehensive set of best practice publications for IT Service Management. ITIL was developed based on the realization that organizations are becoming increasingly dependent on IT to meet their strategic objectives and to date there had not been a framework to ensure consistent, quality service. iGrafx has implemented the ITIL framework into its leading process excellence product family to help guide companies in the establishment of an effective IT Service Management strategy.

iGrafx enables companies to create a foundation for IT Service Management. By defining corporate and IT strategic objectives, and the mapping between them, companies can develop the guide from which they define, track and measure IT performance metrics.

iGrafx offers a complete IT Service Management solution that moves beyond text and data and enables complete visualization of how IT operates today and how it should operate in the future to meet its service objectives. By visualizing critical IT processes, organizations can readily see the relationship of IT and business to create awareness of their mutual dependence and identify potential problem areas for rapid resolution.

iGrafx also helps companies integrate their ITIL requirements with their other process-improvement initiatives such as Six Sigma, Lean and Enterprise Architecture. By providing a single process excellence platform, iGrafx helps companies leverage their efforts to document, improve and manage business processes to deliver superior return on investment.

iGrafx IT Service Management Solutions helps companies: