At ISR, we are constantly optimizing our work processes to provide our customers with the best possible support. By aligning all processes and work practices with ITIL, we guarantee uniform standards in IT service management.
A typical situation from our everyday operations and support work:
Several customers send us requests via our service desk portal. Many customers do not specify a priority for their request. Before we at ISR simply process them in the order in which they are received, we categorize them according to urgency and impact based on the service level agreements (SLAs). This ensures that we resolve our customers' critical priority 1 or 2 issues particularly quickly.
In order to structure our IT service management in a uniform manner, our entire operational organization is aligned with ITIL, our processes are structured according to ITIL, and our employees are trained in ITIL.
What is ITIL and why is ITIL important?
ITIL (Information Technology Infrastructure Library) is a framework that makes work processes in IT services more efficient. This includes, among other things, a standardized language that can be used to precisely identify and prioritize errors. With clear categorization such as "Incident Priority 1," customer inquiries can be processed more quickly. The standardized language also ensures smooth communication in partner projects.
An essential component of ITIL are the 7 fundamental principles:
Figure 1:ITIL basic principles | isr.de
The life cycle of our IT service management
The ITIL language and processes are not new territory for us at ISR, as the software we use for process and project tracking (Jira) has long been based on them. We work according to the ITIL lifecycle of IT service management:
Figure 2:The life cycle of our IT service management | isr.de
ITIL Continual Service Improvement is part of every phase of the ITIL service lifecycle. We continuously optimize our IT services in order to create the highest possible value for our customers through our service design, service transition, and service operation, and to maintain this value in the long term.
I. The service design phase is the planning and conception phase for IT services. In this phase, we ensure that customer requirements are met and lay the foundation for a successful transition.
II. In the service transition phase, we develop, test, implement, verify, and transfer the newly designed or optimized IT services to service operations.
III. In the service operation phase, we implement the service at the customer's site. During active use, our customers receive support from our team, including assistance with inquiries and system malfunctions.
What does this mean for you as a customer?
At ISR, we have been applying ITIL in practice for over 5 years and, as a partner, guarantee clearly regulated processes in accordance with quality standards. You can always rely on us to ensure that your requests are handled as efficiently as possible and that faults are rectified and problems solved.
The standardized ITIL language has not only become established internally in Incident ManagementAn incident is an event that is not part of normal operations... More but also in more comprehensive customer projects. IT service management will become increasingly project-oriented in the future. Effective communication between project participants is therefore essential for smooth operations.
How does the certification process work?
ITIL 4 training courses and certifications enable our employees to consolidate and expand their knowledge of interrelationships and value chains within IT services. The ITIL 4 certification offers a range of different specializations and training options.
Figure 3:ITIL training scheme | isr.de
Our employees first complete the ITIL 4 Foundation certification at the basic level. To do so, they undergo two full days of intensive external training and follow-up work. The content of the training is standardized worldwide and takes into account methods such as Agile, DevOpsWhat is DevOps? The term DevOps is composed of the words... More and Lean in IT service management and software development.
Immediately after the training, our employees prepared for the exam with detailed questionnaires and ultimately passed it successfully. In the next step, our application managers will complete their training as ITIL 4 Managing Professionals or Strategic Leaders, depending on their role.
Do you have any questions? Please feel free to contact us!
If you would like to learn more about our service management offerings, please visit our ISR Application Management page or contact us directly.
Jens Brettschneider
Head of Business Unit
Application Management
jens.brettschneider@isr.de
+49(0)151 422 05 425
