ITIL Standards for IT Services
When evaluating IT solutions like a systems management solution or case ticket tracking system, check to see if the solution has ITIL standards. ITIL (IT Infrastructure Library) has become the standard framework of best practice approaches intended to facilitate the delivery of high quality IT services. ITIL outlines a set of management procedures that are intended to support businesses in achieving both financial quality and value in IT operations.
ITIL consists of 6 main sets:
- Service Support
- Service Delivery
- Planning to Implement Service Management
- ICT Infrastructure Management
- Applications Management
- The Business Perspective
ITIL is also recognized as an international standard, ISO IEC 20000.
A few systems management and case ticket tracking providers:
- Dell's Systems Management (EverDream)
- Parature ServiceDesk and Asset Management
- Computer Associates Unicenter ServiceDesk and Asset Management
- IBM (Tivoli): Service Management and Asset Management
- Symantec (Altiris) Service Desk, HelpDesk, Asset Management
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