IT service management can be a challenging task for companies if they don’t have the correct toolkit to organise this accordingly. At Rojo, we use the ITIL4 framework to manage the creation, support, delivery, planning and continuous improvement of our IT services – inside and outside our organisation.
Information Technology Infrastructure Library, commonly known as ITIL, provides a set of best practices that emphasise the alignment between IT and business needs. It was originally developed to better manage the costs, risks and quality of IT projects. Although the importance of IT service management already became clear for big companies like IBM in the 70’s, it was the UK government organisation (Central Computer and Telecommunications Agency) who developed in the late 80’s the ITIL framework. The 4th edition (ITIL4) was launched in February 2019.
At Rojo we make the most out of the ITIL4 guidelines. We do this on a very detailed level by implementing best practices, but also on a higher level by continuously asking: How can we add value? We also respect the integrity of the ITIL framework as it’s concerned with IT service management. Additionally, ITIL4 can be used in combination with other frameworks, methods or philosophies such as Lean, DevOps, Agile and COBIT. We look into situations with an open-mind so we can use the most appropriate solution guidelines. This way we deliver the best products and services to our customers using proven practices that help us.
The seven ITIL guiding principles we implement at Rojo are:
- Focus on value
- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimise and automate
One of the areas we implement these ITIL principles in Rojo is managed services. Our managed services team has adapted the concept of continuous improvement in their day-to-day operation. Based on ITIL, improvement suggestions are registered in a central Continuous Improvement Register (CIR). We encourage improvement suggestions by having frequent team meetings to brainstorm about improvements. When an improvement suggestion is raised, we discuss this suggestion with the involved parties (e.g. development team, management, customer) and gather feedback. The evaluation of each improvement suggestion (go/no go) is documented in the CIR. This approach that we follow not only creates business value via innovation, but also creates better transparency and improves teamwork.
Whether it is service desk management, support and maintenance or monitoring management, our managed services team is ready to help your organisation. Get in touch with us to arrange a quick call, now!