ITIL

ITIL (the IT Infrastructure Library) is the most widely accepted approach to IT service management in the world, ITIL provides a comprehensive and consistent set of best practices for IT service management, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems.

Developed in the late 1980's, ITIL has become the world-wide de facto standard in Service Management. Starting as a guide for UK government, the framework has proved to be useful to organizations in all sectors through its adoption by many Service Management companies as the basis for consultancy, education and software tools support. Today, ITIL is known and used worldwide.

Aegis Service Desk and ITIL

Aegis Service Desk is an ITIL based service management system. Aegis Service Desk fully supports the ITIL standard within an IT service environment. Comprehensive service management processes are fully integrated in the single application, ensuring seamless workflow between processes. 

The following ITIL processes are fully integrated:

• Incident Management
• Problem Management
• Change Management
• Configuration Management
• Service Level Management

A full Client Management system is also included.