Home | Help Desk Documents | Series 500: ITIL for the IT Support Industry

Who Uses ITIL?

The IT Infrastructure Library (ITIL) is an internationally embraced approach to managing IT services. This comprehensive guide describes the best ways to manage IT services, such as help desks and call centers, in both public and private organizations. This system was developed by Great Britain's Office of Government Commerce (OGC) in 1992. In 2000, the OGC collaborated with the British Standard Institute (BSI) to integrate the ITIL with some of BSI's beginning management documents.

On an organizational level, ITIL applies to all Information Technology organizations. It doesn't matter if you are one-person support shop for a public school or a 3000 person call center, ITIL teaches you how to provide technology services, accommodate an IT organization, and create an environment that produces the highest quality.

As an international standard, ITIL is used by organizations world wide. IBM, Microsoft, and Hewlett Packard are some of the technology companies that benefit from ITIL's guidance. Companies outside the high tech sector benefit as well. ITIL has helped organizations like British Airways, Shell Oil, and Proctor & Gamble achieve success. In fact, organizations in local government, manufacturing, retails and finance have all adopted the ITIL strategy.

On an employee level, ITIL is for individuals at all levels of an IT organization, from the Chief Information Officer down to the help desk technicians themselves. Directors and managers can implement ITIL's recommendations in their units, departments or call centers. Business managers can use the managerial suggestions and business processes. End users and other customers can learn what is reasonable to expect from an IT organization. ITIL can benefit and inform any organization that depends on information technology.

Does this seem too good to be true? If yes, you've a right to be doubtful. ITIL promises systematic quality and organization that seem beyond the grasp of so many call centers. Also it isn't clear how ITIL can help you choose the right helpdesk software. To ease your doubts, check out ITIL's practical benefits.