Putting customer experience first

December 1, 2015

Mick Keeble, head of managed services at Perfect Image, discusses the concept of the Information Technology Infrastructure Library (ITIL) and how putting customer experience first can ultimately benefit your business

An Information Technology Infrastructure Library (ITIL) may not mean too much to you but for a company owner, the concept is hugely important.

ITIL is a framework for good practice in IT service management. It isn’t a prescriptive set of procedures and doesn’t provide specific instructions. It’s a framework, not a rule book, describing processes and procedures, tasks and checklists that are relatively generic but should be tailored and tweaked to the requirements of each individual business in order to reap real tangible benefits.

Remember, there’s no ‘one-size-fits-all’ approach to IT.

Each business’s IT needs and requirements will differ and therefore best practice will differ too. By implementing ITIL principles within your own business, you’re establishing IT integration as part of your company’s unique business strategy, which delivers value and helps with training requirements. In short, it’s making sure your IT works for you and your business.

When it comes to your IT system and best practice, think about the customer or end-user experience. Working back from this starting point, you can have a clear direction as to where ITIL principles could and should be implemented in the management of your IT systems.

Embrace the concept of ITIL for the benefit of your customers and end-users, and you’ll soon see the business benefits, too.

Perfect Image