ITIL is the most widely accepted approach to IT service management in the world. ITIL provides a cohesive set of best practices, drawn from the public and private sectors internationally. – APM Group
A modern IT Contact Center that follows best practice usually operates in compliance with Information Technology Infrastructure Library (ITIL) standards. ITIL provides a framework of best practice approaches which are intended to facilitate the delivery of high quality IT services. ITIL outlines an extensive set of management procedures that are intended to support businesses in achieving both high financial quality and value in IT operations.
Astea Alliance Version 10 includes all of the features necessary to allow a service operation to implement the core processes of ITIL; Incident Management, Problem Management, Change Management, Service Level Management, Configuration Management and Knowledge Management, which form the basis of the day-to-day operations of an IT Contact Center.
An Incident is any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in the quality of that service. The stated ITIL objective is to restore normal operations as quickly as possible with the least possible impact on either the business or the users at a cost-effective price.
The main Incident Management processes are the following:
• Incident detection and recording
• Incident classification and initial support
• Investigation and diagnosis
• Resolution, recovery and closure
The goal of Problem Management is to resolve the root cause of incidents, thereby minimizing the adverse impact of incidents and problems that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors.
Once the cause of the Problem is known, the Problem ticket is updated to the status of Known Error; at this stage, a workaround for the problem should also be recorded. Updating a Problem Management Order to Known Error will effectively close the Linked Incidents.
The goal of Change Management is to ensure that standardized methods and procedures are used for efficient handling of all changes, in order to minimize the impact of change-related incidents and to improve day-to-day operations. Changes may be initiated in order to solve Problems.
Service Level Management
IT service and support contracts invariable include contractual Service Level Agreements (SLA). SLA Management is a core requirement of ITIL. Alliance automates call handling, escalation and notification according to SLA, factoring in Impact and Urgency of the Incident or Problem.
Alliance maintains records of customer assets forming a comprehensive configuration management database (CMDB). Configuration Items (CI) are linked to full service histories, including Incidents, Problems and Changes.
Contact centre personnel are empowered with visual alerts, automatic escalation, scripting and question trees, a full-range of corporate knowledge stores, and fingertip access to customer information, all at one point-of-entry. Information regarding customer-specific contract, warranty and service-level information, as well as up-to-date field service status, ensures a consistent customer experience.
The Alliance system incorporates a system-based search engine seamlessly integrated into the application and accessible by Contact Center and Service personnel.
The Alliance Literature Center consolidates document storage for all system users. Contact Center personnel can search for and share literature by various criteria and download to desktops for email attachments or printing.