isonet ag is your partner for consultation when institutionalizing Help Desk and other ITC products and services. Using proven methods and techniques we are developing the Help Desk of the future together with our customers. Due to the systematic approach according to ITIL, our experience gained in numerous projects, and the use of modern tools your company's ITC costs will be lowered.

ITIL is the acronym for the "IT Infrastructure Library", guidelines developed by the CCTA (now OGC) in Norwich, England, for the British government. Today, ITIL is the de-facto global standard in the area of service management. It contains comprehensive, publicly accessible specialized documentation on the planning, provision and support of IT services. ITIL provides the base for an improved use and effect of operationally deployed IT infrastructures. IT service organizations, employees from computing centres, suppliers, specialist consultants and trainers took part in the development of ITIL. ITIL describes the framework for establishing and operating IT service management. Apart from guidelines for service management in book form, there are also ITIL courses available.

The ITIL books are best practice guidelines for service management, with the guidelines describing what to do rather than how to do it. Service management is tailored to the size, the internal culture and, above all, the requirements of the individual company. The independent view of the external consultant may help to break away from the rigid structures.

The books provided by ITIL make up the only comprehensive, non-proprietary and publicly accessible process-related library in this field - a unique and valuable product for all IT professionals.

ITIL describes a systematic, professional approach to managing IT services. The library emphasizes the central importance of meeting company requirements economically. Adhering to the best practice approach described in ITIL brings with it the following benefits for an organization:

• Support for the business processes and the tasks of IT decision makers
• Definition of functions, roles and responsibilities in the services sector
• Reduced expenditure in developing processes, procedures and job instructions
• IT services which meet the requirements of the particular business.
• Improved customer satisfaction through better and measurable availability and performance of the IT service quality.
• Improved productivity and efficiency through the targeted use of knowledge and experience.
• Base for a systematic approach to quality management in IT service management.
• Improved employee satisfaction and reduced fluctuations in personnel levels.
• Improved communication and information between IT personnel and their customers.
• Training and certification of IT professionals
• International exchange of experience (www.itsmf.com)

The unconditional willingness to become more customer- and service-oriented is a prerequisite. In many enterprises this will necessitate a change of the predominant service culture. In addition, with the help of ITIL, a clear body of terminology has to be created in the service management sector.

ITIL comprises the following five basic elements:

• Business perspective
• Application management
• Service delivery (provision of IT services)
• Service support
• Infrastructure management