ITIL, or Information Technology Infrastructure Library, is a set of best practices applied to an organization’s IT management. It is composed of a series of procedures that concern the infrastructure, operation, and maintenance of the Technology departments’ services.

The ITIL library aims to improve the quality of Technology services by combining management with Customer Experience. The work consists of governance processes and procedures that bring more efficiency, economy, and transparency.

Run2biz, the 4Biz IT Service Management platform manufacturer, is approved by PinkVERIFY™ at the highest level: with 16 ITIL certified processes. Learn more below about each of these processes.

1. Request Fulfillment Management

According to ITIL, the purpose of the Request Fulfillment process is “to provide a channel for users to request and receive standardized services, obtain information, claim or praise the Service Provider.”

It is important to note the clear reference to the Service Center, such as the request channel and the absence of the IT reference. That is, you need to have an easy and accessible means for customers to indicate their needs and then organize, distribute, track, and meet all requests made.

4Biz transforms processes with different service levels, service flows, teams, customers, contracts, procedures, and tools into simplified tasks.

Top differentials in 4Biz

1. Management of several teams, contracts, and suppliers;
2. Usage of the digital workflow concept and process automation in BPM lv2 standard;
3. Collaboration between those involved (teams, customers, and even suppliers if necessary);
4. Customer satisfaction management;
5. Customization of forms to meet the various needs of multiple contracts;
6. Integration with all IT management modules;
7. Georeferenced management for field teams (Field Services Management);
8. Ready-to-use ticket templates;
9. Escalation rules;
10. Service through various relationship channels (omnichannel).

2. Incident Management

In the Incident Management process, ITIL recommends that its goal is to “restore the normal operation of the service as soon as possible, minimizing adverse impacts on business processes. ‘Normal operation’ is defined as service delivery within the goals of service level agreements.”

As incidents produce interruptions in the delivery of services and, consequently, injury to our customers and us, we need to act as quickly as possible to restore regular operation.

It is crucial to define the expectation of restoration of the operation (i.e., what is to act as soon as possible? – Resolve in 2, 4, 20, 40 hours? / If there are multiple incidents at the same time, what is the priority? / And what is the regular operation? – 24 hours a day with 1000 simultaneous accesses or only during normal hours with ten accesses?

All these points are fundamental for the correct management of incidents and meeting corporate expectations.

Top differentials in 4Biz

1. Escalation rules;
2. Omnichannel service;
3. Trend analysis;
4. Proactive management with AIOPS  support;
5. Management of several teams, contracts and suppliers;
6. Usage of the digital workflow concept and process automation in bpmn2 standard;
7. Collaboration between those involved (teams, customers, and even suppliers if necessary);
8. Customer satisfaction management;
9. Customization of forms to meet the various needs of multiple contracts;
10. Integration with all IT management modules;
11. Georeferenced management for field teams (Field Services Management);
12. Ready-to-use ticket templates.

3. Knowledge Management

According to ITIL, the goal of the Knowledge Management process is to “improve the organization’s ability to make management decisions by ensuring that information, secure and reliable, is available throughout the service lifecycle.”

What’s that supposed to mean? Imagine that you need to cross a street and the only information you have is a picture of this street 5 minutes ago. Would you cross?

Making decisions is part of most professionals’ daily life and without reliable and accessible information, how to decide?

It is necessary to ensure that the correct information is available at the right time and for the right person.

Top differentials in 4Biz

1. Knowledge portal;
2. Indication of necessary knowledge for teams;
3. Collaboration on knowledge;
4. Knowledge approval flows;
5. Indication of knowledge within the Digital Workflow (indication of procedures and rules as tasks are orchestrated);
6. Use of various types of knowledge;
7. Management of notifications and notice to interested parties;
8. Integration with all IT management modules.

4. Service Portfolio Management

The goal of the Portfolio Management process is to “provide a dynamic method for managing investments in IT services to gain value for the organization as well as in service management processes.”

And how does this process help you manage your investments? Providing tools such as Business Impact Analysis and various evaluation points on service performance. In addition, it integrates other processes such as financial management and continuous improvement.

Top differentials in 4Biz

1. Management of various business services;
2. Management of the various support services;
3. Management of the service funnel;
4. Control of permission of services and activities;
5. Binding of contracts necessary to provide the service;
6. Management of business cases;
7. Configuration of the entire service structure, requisition activities, and incident response activities;
8. Configuration of demand attributes;
9. Visualization of the entire financial structure appropriate to the service (investments, forecasts, expenses, and revenues);
10. Visualization of the entire structure of CIs (configuration items and Assets linked to the service);
11. Management of profiles, resources, and knowledge necessary to support the service;
12. Indicators of the capacity plans required for the service;
13. Indication of necessary knowledge;
14. Multilingual possibility of making portfolio available;
15. Integration with all IT management modules.

5. Service Catalog Management

The purpose of the Service Catalog Management process is “To ensure that the Service Catalog is produced, maintained, and your information is accurate for all operational services and those in preparation for production.”

Imagine going to a restaurant and, when consulting the menu, the waiter informs you that “the prices are wrong”, “your favorite dish is on the list, but we do not do it anymore” and at the end of the meal, “the menu does not inform, but we only accept payment in cash”. Frustrating, isn’t it?

Your customers expect to get information from your services quickly and directly to decide to invest the time in your organization.

Top differentials in 4Biz

1. Management of the provision of services to consumers;
2. Control of the consumption of services;
3. Multilingual Services Portal;
4. Use of the Service Catalog within Digital Workplaces;
5. Approval requests made available in the Services Portal and Digital Workplace;
6. Follow-up of requests in the Digital Workplace;
7. Making the Service Catalog available within the Virtual Assistant;
8. Allowing collaboration between consumers and operators;
9. Integration with all IT management modules.

6. Service Level Management

According to ITIL, the goal of the Service Level Management process is to “negotiate, agree and document appropriate goals for IT services with business area representatives, and then monitor and report on the provider’s ability to deliver agreed service levels.”

Negotiation is the keyword of this process. A cycle to identify customer needs, supplier capacity, document goals, and then monitor quality and performance indicators.

Have you ever wondered if you know what your customers’ expectations are? Do your indicators reflect them? Do you routinely report the numbers?

Top differentials in 4Biz

1. Management of service goals;
2. Management of availability agreements (availability index);
3. Management of service level requirements;
4. Improvement plan;
5. Application of SLAs to various services within contracts;
6. Application of costs to SLAs/services;
7. Management of incidents and requests within the linked SLAs;
8. Evaluation of availability rates according to linked SLAs;
9. Integration with all IT management modules.

7. Problem Management

By concept, the goal of the Problem Management process is to “prevent problems and their resulting incidents from happening, eliminate the recurrence of incidents, and minimize the impact of incidents that cannot be prevented.”

In this definition, we learn that problems are the source of incidents affecting our services. Therefore, by solving our problems, we also reduce our incidents. Need more arguments to start managing your problems?

Top differentials in 4Biz

1. Migration from Reactive Management to Proactive Problem Management;
2. Trend analysis and problem logging;
3. Uses the concept of digital workflow and process automation in bpmn2 standard;
4. Diagnosis management, allowing to create agile projects and distribute activities;
5. Management of the solution, allowing to create agile projects and distribute activities;
6. Management of critical problems;
7. Linking services impacted by the problem (and due management);
8. Lessons learned;
9. Connecting the various incidents to the problem;
10. Linking the changes required for a problem resolution;
11. Management of problem closure;
12. Integration with all IT management modules.

8. Change management

According to ITIL, the goal of the Change Management process is “to ensure that all changes are recorded and then evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner.”

Changes are inevitable in any organization. New opportunities, technological advances, and the actions of its competitors are examples of changes in the business environment that require our adaptation.

This is one of ITIL’s most essential processes, as it enables your organization to efficiently deal with all changes (planned or not) and evolve consistently.

Top differentials in 4Biz

1. Management of several portfolios of change;
2. Allows the creation of OCM (Organizational Change Management);
3. Uses the concept of digital workflow and process automation in bpmn2 standard;
4. Impact analysis;
5. Analysis of risks of change (complete or agile);
6. Planning of actions (projects, actions, notifications, documents, and notes);
7. Reversal planning, if necessary (projects, actions, notifications, documents, and annotations);
8. Lessons learned;
9. Linking problems, incidents, requests, ICS, and impacted services;
10. Roles and responsibilities of those involved;
11. Change vote;
12. Change closing management;
13. Integration with all IT management modules.

9. Release & Deployment Management

The purpose of the Release and Deployment Management process is “to deploy releases in a productive environment and establish the effective use of the service, to deliver value to customers and to transfer responsibility to service operations processes.”

It is time to shine and show your customers all the results of planning and development of your service. You can’t screw up, can you?

Establishing the effective use of your service involves much more than “putting it in the air”. Did you coach the teams? Did you distribute the resources? Did you test everything? Are you ready if something goes wrong?

Top differentials in 4Biz

1. Management of several release portfolios;
2. Release of change packages;
3. Uses the concept of digital workflow and process automation in bpmn2 standard;
4. Planning of release and implementation (projects, actions, notifications, documents and notes);
5. Linking problems, incidents, requests and changes;
6. Roles and responsibilities of those involved;
7. Release of the definitive software media;
8. Release closing management;
9. Integration with all IT management modules.

10. Service Asset & Configuration Management

According to ITIL, the purpose of the Configuration Management process is to “identify, control, record, report, audit, and verify services and other configuration items, including versions, baselines, components, their attributes, and relationships.”

Even a small organization has dozens of services and their components. Complexity increases exponentially as the number of services grows. Now imagine identifying, annotating, keeping up to date, and publishing information from all components of your services.

How many servers do we have? What’s in the cloud and what’s in the data center? How many licenses of that software are we entitled to? Is that notebook still under warranty? Questions that plague IT managers! Therefore configuration management is known to be one of the most challenging processes.

Top differentials in 4Biz

1. Configuration of elements that are parts of the CMDB;
2. Perform and maintain inventories of Configuration Items;
3. Perform validation and trigger events in the inventory process;
4. Grouping of CIs;
5. Management of all links in CIs (incidents, requests, problems, changes, releases, knowledge, impacts, attachments, events, financial attributes, demand attributes, warranties, software, linked ICs, services, among others);
6. Management of the various types of CI and their information attributes;
7. Creation of maps of relationships and impacts;
8. Visualization by multiple filters;
9. Export and Import CMDB;
10. Integration with all IT management modules.

11. Asset Management

In the Service Asset Management process, we aim to “ensure that assets under IT control are identified, controlled, and properly maintained throughout their lifecycle.”

Expanding the scope of control of configuration management and configuration items for all assets, this process includes any asset used by IT in its operation — assets like automobiles, hardware spare parts, and even that coffee machine that keeps the team motivated.

But why do we have to manage non-IT assets? Because investments have been made in these assets, there are recurring expenses for their maintenance and services, especially the satisfaction of their customers, depend on them, directly or indirectly.

Top differentials in 4Biz

1. Lifecycle configuration;
2. Lifecycle management of each Asset;
3. Management of guarantees;
4. Financial management of the Asset;
5. Visualization by multiple filters;
6. Management of criticality and the criticality period;
7. Management of the calendar and time zone of the Asset;
8. Management of asset unavailability costs;
9. Integration with all IT management modules.

12. Event Management

According to ITIL, the objective of the Event Management process “detects, correlates and determines the appropriate control of events that occur in the operating environment.”

Like the human body, IT services are composed of several parts, each of which can emit vital signs. If we can monitor, record, and interpret these signals correctly, we can anticipate or diagnose problems as well as medicine.

How is the processing of the servers going? How many people are waiting to be served at the Service Center? How many orders have been completed? What is the audience of your websites and social networks?

Top differentials in 4Biz

1. Integration with various monitoring tools;
2. Management of monitoring rules;
3. Management of several automatic actions;
4. Automatic opening of incidents;
5. Monitoring of business actions;
6. Linking and correlation of events;
7. Integration with AIOps solution;
8. Integration with all IT management modules.

13. Capacity Management

The purpose of the Capacity Management process is “to ensure that sufficient capacity exists in all areas of IT at a justifiable cost and that it meets, in a timely manner, all agreed, current and future requirements of business processes.”

We would love to have a powerful car with a beautiful design and with great load capacity. But what about the cost? Is it justified? And does it meet our current and future needs?

This process proposes that the investment in capacity is justified and planned over time so that there is always sufficient capacity and no waste.

Top differentials in 4Biz

1. Creation of capacity indicators;
2. Creation of capacity acceptance limits;
3. Visualization of capabilities directly in CMDB/ITAM functionality;
4. Visual verification of capacity limits;
5. Automatic verification of capacity limits with the possibility of linking automated actions;
6. Visualization of capacity indicators directly on the asset map;
7. Integration with all IT management modules.

14. Availability Management

By concept, the goal of the Availability Management process is “to provide a focal and management point for all issues related to availability, related to resources or services, ensuring that availability goals are measured and achieved.”

Availability is undoubtedly the main factor of customer satisfaction. What good is all the investment, planning, development, and publication of a service if it is unavailable?

Do you know what availability you want and need to serve your organization’s business? How much does it cost to maintain operational services? And what is the impact if the service becomes unavailable? Do you have information to know where and when to invest in improvements? Can you continuously monitor and record availability?

Top differentials in 4Biz

1. Linking availability SLAs directly to ICs or Services;
2. Creation of groups to check availability;
3. Calculation of availability indicators by various views;
4. Graphical information on availability and validation of SLAs;
5. Verification of occurrences of unavailability;
6. Linking knowledge to support recovery processes;
7. Integration with all IT management modules.

15. IT Service Continuity Management

Its purpose is to “support the organization’s Business Continuity process, ensuring that IT resources can be recovered within the required and agreed time.”

Crises are rare events, but they can certainly occur. Its nature is diverse, such as a fire, economic depression, sabotage, or the loss of essential contracts. When it appears, you need to respond quickly – it’s time to act.

Are you prepared for an event that can seriously impact your operations? Do you know what risks you’re exposed to and how to mitigate them? Are your continuity plans aligned with the organization’s plans?

Top differentials in 4Biz

1. Management of continuity plans;
2. Management of each continuity policy;
3. Linking the vital functions of the business;
4. Business impact analysis (BIA);
5. Risk assessment;
6. Risk and threat management;
7. Management of various risk and threat scenarios;
8. Risk and threat treatment plans;
9. Organizational planning;
10. Simulation strategies and tests;
11. Training execution plan;
12. Actual follow-up in case of major incident occurrence;
13. Integration with all IT management modules;

16. Financial Management

By concept, the purpose of the Financial Management process is “to provide the business and IT with the quantification, in financial terms, of the value of IT services, of the value of the assets that support these services, and the qualification of the financial operating forecast.”

The organization’s operation is a model of good practices: the services are in use by its users; the technical team keeps everything in order; all equipment working correctly; satisfied customers; new business stems constantly.

But how much is all this? Is your operation sustainable in the medium or long term? Is your charge fair?

Top differentials in 4Biz

1. Creation of financial cycles;
2. Management of financial releases (financial spreadsheet by cycle);
3. Creation of categories for financial postings;
4. Investments, budgets, forecasts, expenses, and revenues;
5. Apportionment of postings by Services, ICs, Projects, Accounting Accounts, Business Units, and Profit Centers;
6. Spreadsheet of evaluation of costs, investments, and pricing;
7. Financial calculation of the period;
8. Low payments and receipts;
9. Consumption of budgets;
10. Flows for financial approval;
11. Integration with all IT management modules.

Conclusion

The most experienced IT professionals and service management software (ITSM) vendors know the importance of the PinkVERIFY seal™ for the tools that support IT. We’re talking about a global certification that aligns the tool with the ITIL best practices needed to support specific processes through workflows, functionality, and documentation.

PinkVERIFY certifications™ ensure that the ITSM tool has undergone rigorous validation and compliance tests with the INFORMATION Technology Infrastructure Library (ITIL).

In theory, it may seem challenging to implement but make no mistake. Once the governance process is well implemented (not only in IT but also in other departments), the results are impressive and have countless benefits. It is crucial to have a good implementation partner and, of course, a great platform. Schedule your chat with one of our consultants and understand how we can transform your IT to achieve the best results!

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