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ITIL – Information Technology Infrastructure Library

ITIL is the most widely accepted approach to IT service management in the world. Providing a cohesive set of best practice guidance drawn from the public and private sectors across the world, it has recently undergone a major and important refresh project.

IT Service Management (ITSM) derives enormous benefits from a best practice approach. Because ITSM is driven both by technology and the huge range of organisational environments in which it operates, it is in a state of constant evolution. Best practice, based on expert advice and input from ITIL users is both current and practical, combining the latest thinking with sound, common sense guidance.

ITIL provides a systematic and professional approach to the management of IT service provision. Adopting its guidance offers users a huge range of benefits that include:

  • reduced costs;
  • improved IT services through the use of proven best practice processes;
  • improved customer satisfaction through a more professional approach to service delivery;
  • standards and guidance;
  • improved productivity;
  • improved use of skills and experience; and
  • improved delivery of third party services

One focus in TeamFrame on ITIL is the Services Catalogue as a means to mass customise the vast majority of the standard services delivered by a business unit – be that internal or external IT services, or other professional services offerings (such a tax and auditing products).

A Services Catalogue allows you to:

  • Significantly reduce the risk of fixed price service delivery
  • Standardise the bulk of your project-based services work
  • Get real-time feedback on costs, issues and margin
  • Meet service obligations with more accuracy and lower costs
  • Streamline status communication and reporting
  • Identify process hotspots and improve flows and quality
  • Supply a steady stream of evolving service products
  • Scale-up operations with full control and high productivity
  • Reliably introduce constant changes to the service mix


A Services Catalogue provides a brief overview, in business terms, of all the business and infrastructure services offered by the IT provider and may include service charges. This information, together with more detailed technical knowledge will be maintained for internal use.

The Service Catalogue is the only part of the ITIL Service Portfolio published to Customers, and is used to support the sale and delivery of IT Services. The Service Catalogue includes information about deliverables, prices, contact points, ordering and request Processes.

 

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