Itil

Hi there

I am

Alex D Paul,

I work for AdventNet as

Product Manager for ManageEngine ITIL Solutions. After a few utterly boring Information Technology Infrastructure Library (ITIL) presentations and speeches completely based on the blue book in Las Vegas, L.A, London, Sao Paulo, Singapore, Brisbane, Melbourne, and Sydney, I thought I should try writing what IT managers really need to know in an interesting way so that they’ll actually read it. With all due respect, the blue book covers every aspect of ITIL Service Support and is the ultimate reference guide. This is for all those who don’t have the time and patience, but still quickly want the juice. I didn’t find an interesting ITIL Service Support article and here is my attempt in writing one. I hope you find it useful

I would love to know your views, send them to at alexdpaul@adventnet.com.

Chapter

1

Introduction

What You Can Expect From This White Paper >

The goal of this white paper is to help you understand ITIL in the right spirit without getting lost in the buzzwords. Just to keep you on your feet, I’ll start with ITIL basics but focus more on ITIL implementation. Don’t worry if you are just getting started with ITIL, It is written simple enough for anyone with a basic understanding of IT.

ManageEngine’s Approach to ITIL >

Most ITIL solutions in the market are too complicated. Let’s take an example where a customer wants to implement an ITIL solution. First, customers have to get ITIL consulting to define ITIL processes and align it with business goals. The next task is to buy ITIL software; most ITIL solutions offer incident, problem, and change management as different modules. Even after choosing the software it takes months for product consultants to implement the process. The cost and time factor to implement an ITIL solution drives SMBs away. ManageEngine’s mission is to make ITIL simple so that every business can benefit from it. ManageEngine automates ITIL Service...