Improving a Services Framework

Inatech’s Managed Services division is improving the services framework to the Information Technology Infrastructure Library (ITIL) standard. ITIL is a set of concepts and policies for managing information technology (IT) infrastructure, development and operations. The benefits of this framework are standardized terms so that new staff, service providers, auditors, trainers and contractors can all quickly understand your organisation and communicate effectively together.

For instance, we are also clearly defining our terms and categories. These defined categories will make communicating problems easier between the providers and the customers.

One example is ‘Incident, Problem and Change.’ An incident doesn't become a problem, it creates a problem. The incident continues to exist and must be resolved separately to the problem. Another defined term is ‘Known Error.’ A known error is an incident or problem for which the root cause is known and for which a temporary workaround or permanent alternative has been identified. Clear terms and definitions will make things easier for all parties involved.

In addition, our Service Level Agreement (SLA) contracts are being restructured and more clearly defined. SLA’s will now clearly say who the contract is with, the time period, the key people of the contract along with their contact details, the vertical escalation path, support response times, time-to-repair, percentage availability, performance, resource usage, and more valuable information. This way each party involved will know exactly how the contract works, thus solidifying communication.

Adapting to ITIL will be an ongoing process with the ultimate goal being the restructuring and improvement of our managed services department. We are not changing our service, but changing the process of how we deliver the service, therefore improving the quality and efficiency of the services we offer at Inatech.

Ian Scott