ITIL service management for successful business growth

ITIL stands for the Information Technology Infrastructure Library - the framework developed for the UK governmental use decades ago and the one that is still in demand.


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It might be surprising, but any business owner will tell you that well-organized work is the work half-done, and that is exactly what ITIL does. It helps you to manage the workflow. Sometimes, you are using ITIL practices without even knowing that.

5 practices of ITIL service management


Service Strategy

Service Strategy is the first step for defining responsibilities and practices. This is needed to successfully integrate IT Services into the workflow processes, combining their functions and capabilities as well as developing the efficient support system.


Service Design

Service Design has increased its functionality from being a simply eye-pleasing system surrounding to ergonomical and functionally abundant feature itself. The environment is completely in tune with your system, capable to ensure the most burning need of IT services being met.


Service Transition

Service Transition turns the most complicated process into a smooth running practice with all the issues taken care of and accounted for. Service transition prevents any critical mistakes and ensures the successful passage from one process to another.


Service Operations

Service Operations are here to insure the bump-free coordination of the ongoing processes and their constant improvement. This step takes care of the issues, problems and request management maintaining the customer satisfaction and business IT confidence.


Continual Service Improvement

Continual Service Improvement is the part of each of the above-mentioned steps. In times of constant and never-ending change, the IT service could not afford to lag behind, so it needs continual guidance to introduce best practice experience to the service management, insuring its unfailing improvement cycle.

Accomplish your ITIL service management goals with the bpm’online software

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ITIL service management practice seems easy enough, as if follows simple business logics. The only question left to answer is what platform to use in order to fulfill all the needed functionality without spending lots of money. Some solutions offer only part of functionality, while others offer more functionality then one may possibly need. When selecting ITIL-based CRM software, there are some things to consider:

  • Make sure the system is flexible enough to satisfy your needs even if they change within a year;
  • Insure getting the relevant reports for the analytical purposes;
  • Automate mundane tasks;
  • Unite your teams on a single platform;
  • Keep improving your activities, cooperation between departments and communication inside and outside the company with the chosen platform.

In case you are looking for the perfect ITIL-based platform, you might be more then slightly interested in implementing bpm’online service product that is aimed at helping you determine your business priorities. The software takes into account your goals, circumstances and your business budget. Check out its functionality –bpm’online solution covers five ITIL service management practices:

Bpm’online was named a Leader in The Forrester Wave™:
CRM Suites for Midsize Organizations, 2016.
In addition, bpm’online has been recognized as a Strong Performer
in The Forrester Wave™: Sales Force Automation Solutions, 2017,
The Forrester Wave™: Lead-To-Revenue Management Platform Vendors, 2016;
The Forrester Wave™: Customer Service Solutions For Midsize Teams, 2017
and The Forrester Wave™: Dynamic Case Management, Q1 2018.

Bpm’online has been named a Challenger in the Gartner Magic Quadrant for Sales Force Automation, 2018, 2017, 2016 and the Gartner Magic Quadrant for CRM Lead Management, 2017, 2016; recognized in the Gartner Magic Quadrant for the CRM Customer Engagement Center, 2018, 2017, 2016, 2015, included into the Gartner Magic Quadrant for Intelligent Business Process Management Suites, 2017 and Gartner Magic Quadrant for Enterprise High-Productivity Application Platform as a Service, 2018.

Nucleus Research consecutively positioned bpm’online in the Leaders Quadrant of the Nucleus CRM Technology Value Matrix 1H 2018 for its unprecedented agility to modify processes on the fly.

Ovum, one of the leading global technology research and advisory firms worldwide, has Bpm’online named among the world’s top 10 CRM vendors in latest Ovum CRM Decision Matrix. Bpm’online has been recognized for its process-centric approach and intuitive platform.

CRM Magazine, the leading publication of the industry, recognized bpm'online as a Leader in the Midmarket CRM Suite and Sales Force Automation categories, as well as named the One to Watch in the Enterprise CRM Suite in the CRM Market Awards 2018. This is the fourth year in a row that bpm'online made it onto the leaderboard in the Midmarket CRM Suite category, with superb scores all around.

bpm’online has been honored as Gold Stevie® Award Winner for the Best Relationship Management Solution of the Year in the 11th Annual International Business Awards. Winners were selected from over 3,500 nominations.

In 2015 for the second time in a row bpm’online is selected as ISM Top 15 CRM Award winner by, ISM Inc., Customer-Centric Strategic Advisors. The company is positioned as a leader in the fast-paced CRM industry.

Bpm’online received a 2015 CRN® Enterprise App Award for its bpm’online mobile CRM application. Bpm’online’s mobile app was selected by a CRN editorial panel based on a combination of critical factors including functionality; suitability to task; ease of use; innovation; and potential value to solution providers, their customers and the market in general.

Bpm’online has been named as Leader in CRM Software and Business Process Management Grid® Reports by G2 Crowd, Summer 2018.

Bpm’online has been recognized as a winner in the CRM Watchlist 2019 award

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