Information Technology Infrastructure Library (ITIL) is a framework of best practices for delivering IT services. ITIL’s systematic approach is all about identifying, planning, delivering and supporting IT services that can be adapted and applied to all business environments. The main goal of ITIL is to help businesses manage risk, establish cost-effective practices, strengthen customer relations, and build a stable IT environment that allows for growth, scale and change. ITIL provides companies with all the needed practices to ensure consistent and impeccable quality of IT services and increase customer satisfaction. Lack of standards in IT industry results in production errors and increases upkeep costs. Fortunately, ITIL implementation effectively solves these and related issues.
Why is ITIL important?
The benefits ITIL provides include reduced costs, improved functions, professional standards, better overall productivity and greater customer satisfaction. Usually, ITIL is used to identify IT problems, create a management plan and then deliver suitable services to reach the company’s goals. In addition to that, it gives you a direction provided by IT staff from all over the world. ITIL can serve everyone in IT Service Management.
Top six benefits of ITIL:
- Stronger bond between business and the IT;
- Increased quality in service delivery and customer satisfaction;
- Lowering the costs by improving utilization of resources;
- Better understanding of IT costs and assets;
- Greater problem management and risk evaluation;
- Orientation on continuous business growth.
The ITIL framework consists of five volumes with 26 process areas that provide guidelines for your business and deeper explanation of the ITIL privileges.
IT solution that follows ITIL
ITIL is a good place to start. However, there are some aspects to be considered before implementing ITIL. First, you have to understand the concepts and determine your problems and your own route for continuous service development. Adopting new procedures requires a great deal of effort, but there are tools that can help. In order to start properly utilizing ITIL, a powerful CRM is required. The best way to achieve it would be to combine functionality of both BPM (Business Process Management) and CRM (Customer Relationship Management) software. Utilizing comprehensive CRM tool will also save resources and time providing assistance on executing routine tasks. Simply put, it will be the perfect choice if you were trying to get the best of what ITIL can provide.
Why choose bpm’online service software
Bpm’online service software is aimed at helping you follow numerous business practices by providing users not only with a powerful and easy to use BPM engine, but also with out-of-the-box modules for problem, case, request, change and release management. They are all equally vital parts that help improve your organizational structure right away. Bpm’online service is the best way you can start improving your business performance. So, let’s delve deeper into bpm’online service functionality.
Having all the information in one place gives you the access to a complete customer profile in the bpm’online service, such as contact data, social profiles and cases submitted. With the complete service history, you can track any interaction with the client, which helps to resolve a problem in the shortest time possible.
Bpm’online allows you to get in touch with the client in multiple ways – emails, phone calls, social media, SMS and many others. Utilizing open API integration capabilities and marketplace solutions gives the ability to communicate with clients through almost any channel. Communication panel allows for getting messages and phone calls directly in the system, showing all the links to client information. This way you can get access to any relevant data within seconds.
A pre-set interface allows you to operate case queues and interact in a single window that you can fit on one screen. Manage them with the dynamic filters to organize your priorities better. Put any required information according to your preferences to improve the quality of service and manage time properly.
With a single library of all configuration items and service assets, it is possible to keep all the records on every item required in order to provide impeccable service and be on point with your inventory. Have a full information regarding any item and customize any fields required to distinguish one item from another. You can register any characteristic and keep track of all the changes. With a help of dashboards get full analysis on any status of any required item.
Get the full database of previous problems in bpm’online service. It not only saves from already known errors, but also prevents them happening again as well as informs your clients and customers about them. You will be able to identify priorities and types of service, analyzing those to seek the most efficient solutions and assign the agent who will be perfect for the task. Plan the eradication of those issues through changes in the infrastructure itself. After resolving, those automatically notify clients who encountered them.
Automate any internal processes – with a simple designer you can create any process that fits your specific Service Desk model. Process designer is a drag and drop tool with a huge library that you can use or modify. Any routine task can be easily managed, from something simple like sending an email after conversation to complex tasks like problem diagnostics and resolution or change management.
The Service Request Management allows you to report and observe selected Key Performance Indicators (KPI) in correspondence to the compliance with customer and management. Manage roles, define functions and access rights with ease. Use pre-configured module to increase agent’s productivity and keep track of their daily activities.
Prepare for all the changes in bpm’online ITIL service so you can remove previously known errors in infrastructure. View all the change requests in a single list and review their qualities. Coordinate all approvals with a pre-set business process and control all the changes. This helps you to take into consideration such factors as deadlines, potential risks and possible results.
Manage the history of releases and add any needed changes in order to insure success. Keep track of any workload associated with a release.
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;
and The Forrester Wave™: Customer Service Solutions For Midsize Teams, 2017
as well as included into The Forrester Wave™: Dynamic Case Management, Q1 2018.
Bpm’online has been named a Challenger in the Gartner Magic Quadrant for Sales Force Automation, 2017 and the Gartner Magic Quadrant for CRM Lead Management, 2017; recognized in the Gartner Magic Quadrant for the CRM Customer Engagement Center, 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, named bpm’online the Leader in Enterprise CRM Suite and Midmarket CRM Suite categories of the CRM Market Awards 2017 by CRM Magazine. This is the third year in a row that bpm'online made it onto the leaderboard in Midmarket CRM Suite category, with impressive 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 is proud to be named the winner of the European IT & Software Excellence Awards 2013 - the pan-European awards event for IT, ISV and Telecoms channels.
Bpm’online named a CRM Watchlist 2016 winner among the top global CRM vendors.