ITIL Standards
The largest initiative in Xentrall ICT is the implementation programme
for IT Infrastructure Library standard (ITIL) which began in March 2009.
Although it does not provide organisational certification, ITIL is an
internationally recognised and respected IT Service Management Framework,
which will form the basis for later certification under ISO20000. For
this programme, the Continual Service Improvement (CSI) Group was
formed and meets on a monthly basis to report on progress. All
staff will be trained at ITIL Foundation level, giving successful
candidates an internationally recognised professional qualification.
In addition to the CSI Group, individual process owners have been
identified to develop each of the 10 core process areas within ICT
covering:
Incident Management
Service Request Management
Asset & Configuration Management
Change Management
Release Management
Problem Management
Service Level Management
Capacity Management
Availability Management
Financial Management
To aid us with our improvements, we have recently purchased a new Service
Management and Asset Management System, which provides a unified service to
each of our customers, and supports the development of the ITIL processes.
It also supports Customer Self Service, an important improvement in
our customer service.