ITIL is the most widely adopted guidance for IT service management in the world. The best practices outlined in ITIL were created by experts who incorporated the learning experiences and practices of leading IT organizations, best-in-class practitioners, and IT service providers from around the world. 

ITIL focuses on the IT service provider (internal or external) understanding the business objectives and priorities, and the role IT services play in realizing these objectives. It adopts a holistic, lifecycle approach to IT services. These include service strategy, service design, service transition, service operation, and continual service improvement.

Why ITIL?

As the adoption of IT technology evolves and the demand of IT service delivery changes, businesses large and small are presented with additional challenges to manage data growth, security, and confidentiality, while driving increased productivity and quality.

At the same time, IT organizations need to meet or exceed service expectations, and deliver operational efficiencies. Consistent and repeatable practices and processes are critical to efficiency, effectiveness, and the ability to identify issues and restore services quickly.

ITIL incorporates the best practices of leading organizations and experts to create a framework for consistent and repeatable practices and processes that deliver the expected value of IT services to end users.

How CBTS Implements ITIL

CBTS currently has 63 ITIL V3 Foundations and more than 40 ITIL V2 certified engineers.

CBTS’ governance model promotes a centralized knowledge repository that includes the known error database (KEDB) and Enterprise Network Operation Center (ENOC) self-help portal. This system eliminates human dependency and helps prepare new hires to deliver high quality services, consistently and quickly.

CBTS’ Managed Services incorporates the ITIL standards throughout its operational model and process. From incident reporting, problem analysis, change, release to configuration, we follow strict protocols of maintaining reports, statistics, reviews, and audits, all in conformity with specifically defined policies and ITIL standards. 

In addition to disciplined ITIL practices, CBTS adopts Continuous Improvement Initiatives driven by Lean & Six Sigma methodologies.  These practices ensure that our customers will be offered a process-oriented delivery model driving world-class support.

ITIL Key Benefits

• IT services align closely with business priorities and objectives, making business and IT true partners to achieve operational efficiencies and ensure customer satisfaction.
• IT organizations can deliver more reliable services to organizations, improving both productivity and user satisfaction.
• The well-defined ITIL procedures make it easier to measure results and identify issues, allowing IT services to improve business through proactive monitoring and management.