The Information Technology Infrastructure Library (ITIL) is a set of best practices for IT Service Management (ITSM) that focuses on aligning IT services with the needs of business. Effective adoption of ITIL / ITSM enables IT organizations and their business customers to operate seamlessly as strategic partners. With effective deployment of ITIL / ITSM, IT departments can provide categorized IT services with clearly defined performance levels to meet the growing demands of their business customers.

Resch Group possesses the expertise and vast experience in ITIL / ITSM and helps organizations establish an overall ITSM strategy that is aligned with the demands of the business. We help structure and define IT services and service performance levels, and work closely with both IT and the business in implementing these services.

We recommend that organizations identify their biggest service challenges within the 5 phases of the ITIL service lifecycle and focus on optimizing them first. Taking on all ITIL services within the 5 lifecycle phases is usually far too aggressive for a typical organization. Below is a summary of the 5 ITIL lifecycle phases and their corresponding services:

Service Strategy provides guidance on how to leverage service management capabilities that can effectively deliver value to customers and capture value for IT service providers.

• Financial Management
• Return on Investment (ROI)
• Demand Management
• Service Portfolio Management

Service Design translates strategic plans and objectives. It creates the designs and specifications for execution through service transition and operations.

• Service Catalog Management
• Service Level Management
• Capacity Management
• Availability Management
• IT  Service Continuity
• Information Security Management
• Supplier Management

Service Transition ensures that the design will deliver the intended strategy and can be operated and maintained effectively.

• Planning and Support
• Change Management
• Asset and Configuration Management
• Release and Deploy Management
• Service Validation and Testing
• Evaluation
• Knowledge Management

Service Operations manage a service through its production life of day-to-day management.

• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management

Continual Service Improvement (CSI) ensures that a service delivers the maximum benefit and measures its performance through its life, suggesting improvements along the way.

• 7-step Improvement Plan
• Service Measurement
• Service Reporting

Give us a call at 201-803-4653 to find out how we can help you with your ITIL / IT Service Management challenges or simply fill out our online form and we will be in touch with you.