The changing shape of the technology industry has pushed more businesses to adopt ITIL processes, according to a recent Forrester Research study. And nearly 38 percent of the SMBs, claimed that their company has already adopted, or is planning to adopt, new IT processes to ensure efficiency.

1. Streamlining ITIL Support in SBMs with ITIL
The changing shape of the technology industry has pushed more businesses to adopt ITIL processes,
according to a recent Forrester Research study. And nearly 38 percent of the SMBs, claimed that their
company has already adopted, or is planning to adopt, new IT processes to ensure efficiency. Forrester
analysts suggest consulting IT service management providers to execute ITIL software and make certain
they introduce procedures that suit their IT requirements. Information Technology Infrastructure Library
(ITIL) is a framework of best practices that aids in handling IT operations and services efficiently. As the
core function of IT Service is to provide continuous and best possible service to all users, its main purpose
is to align business and Information Technology.
SMBs and ITIL
ITIL includes these processes like Incident Management, Problem Management, Configuration
Management, Change Management, and Release Management and does not instruct enterprises and
organization to execute all the framework stipulations. This flexibility to select is one of the most
important bases why ITIL is still very pertinent to enterprises of all sizes. It is no doubt that SMBs need to
have a cost savings approach to ITIL implementation. A good number of SMBs usually begin with an
unpretentious email-based IT Support setup, however as they expand and as service requests increase,
there is a drop in the quality of quality of service. Without ITIL, there is no vision to proactively identify
and resolve problems before it affects service and business. ITIL provides the framework or the common
sense approach to IT service support so that each issue is evaluated to ascertain the main problem. Once
this is done, the root cause of the problem is removed to put a stop to similar problems in the future.
Streamlining ITIL Support
It is essential for enterprises to implement an ITIL based Help Desk for proactive IT service management
as well as to reduce service downtime. ITIL support or the ITIL service desk plays a significant part in
ensuring reliability, availability and continuity of IT services rather than just logging and resolving end-
user issues. An efficient ITIL service desk operations can be delivered through a consistent set of tools and
processes providing efficient and cost effective IT Services.
By adopting standards based solution to handle their IT services, SMBs can provide uninterrupted IT
services to users. An efficient ITIL IT Service help Desk needs to comprise of self help, first and second
level support and have a good service request management to ensure standardization across enterprise
operations.
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