“We needed to find solutions to a variety of issues whilst being a complex business, operating in a 24/7 environment. Stripe OLT listened and understood immediately the challenges we faced.”

IT Operations Manager
Simon Darley
Trusted by industry leaders

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“We needed to find solutions to a variety of issues whilst being a complex business, operating in a 24/7 environment. Stripe OLT listened and understood immediately the challenges we faced.”

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Simon Darley
Trusted by industry leaders

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“We needed to find solutions to a variety of issues whilst being a complex business, operating in a 24/7 environment. Stripe OLT listened and understood immediately the challenges we faced.”

IT Operations Manager
Simon Darley
Trusted by industry leaders

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What is an ITIL led Service Desk?

Published: June 8, 2023
Updated: May 29, 2024
In a nutshell:
The ITIL framework addresses various aspects of IT service management, including service strategy, service design, service transition, service operation, and continual service improvement.
"ITIL brings a level of organisation to the workload that is critical to allow both engineers and customers to gain a deeper insight into the work being carried out."

What is ITIL?

ITIL stands for Information Technology Infrastructure Library and it serves as a widely recognised and adopted framework for both businesses and their IT Services to best align to the needs of their customers and the wider business. ITIL is practitioner-focused, it is designed to be practical and actionable for our accredited IT professionals who work on the service desk. It offers a set of comprehensive guidelines and processes that can be implemented to manage IT services effectively. The framework addresses various aspects of IT service management, including service strategy, service design, service transition, service operation, and continual service improvement.

ITIL Practitioners

ITIL certified staff are a vital asset in IT service management, optimising the primary point of contact between users and the IT team. The ITIL led team is responsible for handling a range of tasks, from addressing incidents to fulfilling routine service requests. Our service desk encompasses a wide array of functions, such as resolving disruptions in service quality or availability, managing password changes for users, onboarding new employees into company systems, and equipping them with essential login information. Alongside this, our ITIL certified practitioners desk also engage in critical activities related to configuration management and change/release management.

By functioning as the primary interface between users and IT services, our service desk plays a pivotal role in minimising downtime, maximising productivity, and maintaining a seamless user experience. With its comprehensive scope of responsibilities, it acts as the driving force behind our award-winning managed IT service, ensuring that every user query or request is handled promptly and efficiently.

ITIL practitioner

Nathan, our ITIL Certified Cloud Engineer comments:

“Having worked within environments where ITIL is both present and not present, the change in service quality is as clear as night and day. ITIL brings a level of organisation to the workload that is critical to allow both engineers and customers to gain a deeper insight into the work being carried out, the risks involved and to set expectations for the process in-place. As someone who finds structure crucial within their role, ITIL brings that security and peace of mind.”

Our ITIL led service desk at Stripe OLT enables our teams to provide a customer-first approach to resolving tickets and requests, backed by industry-standard, globally recognised guidance. Our ITIL led service desk encourages optimised transparency and communication, built upon the principles and best practices of ITIL. Our team are managed by ITIL certified practitioners who are led by these standards guidelines and processes to ensure consistency, quality, and continuous improvement in our service delivery.

How does ITIL best practice inform the Service Desk at Stripe OLT?

Incident Management ITIL Process

Our service desk ticketing system serves as the primary point of contact for end users when reporting issues that disrupt their daily operations. With the goal of swift recovery from any service disruption, incident management plays a vital role. By leveraging multiple communication channels and implementing automations, our IT team can expedite incident resolution, eliminating the need for manual tasks.

Ticket Management ITIL Process

Our ITIL led service desk’s ticket management process focuses on identifying and addressing the root causes of recurring incidents or underlying issues within the IT environment. It aims to prevent future incidents from occurring by proactively managing, escalating, and resolving problems.

Change Management ITIL Process

Our ITIL led service desk’s change management process focuses on effectively managing and implementing changes within the IT environment to minimise disruptions and ensure smooth operations. It follows a structured approach to control and track changes while considering their potential impact.

Release Management ITIL Process

The release management process of our ITIL led service desk focuses on planning, coordinating, and controlling the deployment of new or updated services, applications, and infrastructure components into the live IT environment. It ensures that releases are properly tested, documented, and implemented to minimise risks and disruptions.

Asset Management ITIL Process

Our ITIL service desk’s asset management process focuses on effectively managing and controlling the organisation’s IT assets throughout their lifecycle. It involves maintaining accurate and up-to-date records of assets, tracking their utilisation, and ensuring compliance with relevant policies and regulations.

Service Request Management ITIL Process

The Service Request Management process of our ITIL led service desk focuses on efficiently handling and fulfilling user requests for standard services or information. It aims to provide a streamlined and consistent approach to managing and resolving service requests.

Event Management ITIL Process

Our ITIL event management process provides a cohesive environment among teams, departments, and engineers, bringing structure and organisation to the forefront. By adhering to a unified model, it establishes a consistent approach to addressing issues and identifying resolutions. This helps us achieve more precise reports, insightful analytics, and refined improvement models, enabling greater accuracy and effectiveness in the resolution of issues.

What are the Top 5 benefits of using an ITIL framework?

1.Enhanced Employee Efficiency: By implementing an ITIL practitioner led service desk, incident resolution times are significantly reduced, leading to improved efficiency among employees, reduction in incident resolution times and a more consistent quality of service.

2.Operational Data Accumulation: Service desk tools that enable the accumulation of operational data, allowing organisations to monitor, track and report on performance easily. This aids in reflecting on previous requests/issues, analysing what worked well and replicating successful steps across other projects or problems that clients may be facing.

3.Increased Operational Efficiency: Integrating the ITIL service desk into an organisation’s business processes enhances overall operational efficiency, resulting in significant long-term gains – these include an overall increase in quality of service, with tickets and operations being managed in a streamlined manner, our service desk has more time delivering excellent customer service.

4.Compliance with Standards and Efficiency: Advanced service desk tools and change management processes facilitate compliance and efficiency practices, thereby increasing the company’s potential to focus on business at hand.

5.Adaptability to Operational Circumstances: Modern ITIL service desks are highly flexible and capable of responding to various operational circumstances, providing support that can convince decision-makers to invest in modern ITSM platforms.


Why choose Stripe OLT to support your organisations IT requirements?

At Stripe OLT, our 18-year legacy has been underpinned by exceptional IT support – customer service has always been our number one priority and we take great pride in the consistently positive feedback we receive.

Our team of specialised engineers offer an exceptional support service, characterised by a consistently high CSAT score – we are so proud of this score, it’s live on our manged IT services page.

Want to know more about our award-winning IT support service? Get in contact today.

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