ITIL lays the foundation for growth at iCore
From support to service center and our new cloud services, iCore’s growth requires more structure and process thinking. That is why we have decided to adopt the ITIL practice in all these areas.
“With ITIL we can respond quickly and create more value for our customers. We are less dependent on individual competences and can deliver solutions that are optimized to the customer’s needs”, says Karin Bui Källkvist, manager at iCore Service Center.
During 2019, the iCore support center was developed into a fully-fledged service center, which gave our customers access to both technical support as well as help managing their integrations. Having worked according to the practices of ITIL version 3 for the past years, we are now moving up to ITIL version 4 with the goal to update all new and existing processes to this standard.
“Our new cloud investment has created more internal processes, and ITIL has helped us structure our work more efficiently. It helps us improve collaboration between our different teams – Professional Services, Service Center and Cloud.”
– Karin Bui Källkvist, Manager at iCore Service Center
The implementation of ITIL version 4 lets our teams quickly gather information and statistics, find patterns to solutions which can then more clearly present improvements to customers.
“ITIL helps us design processes that we can grow with – it’s a well-known framework in the IT industry. We can now respond quickly to customer requests, both in Sweden and abroad”, says Karin Bui Källqvist.
Having these best practices to fall back on is especially valuable since iCore works with companies in so many different industries and provide both on-premise and cloud solutions.
“Our new cloud investment has created more internal processes, and ITIL has helped us structure our work more efficiently. It helps us improve collaboration between our different teams – Professional Services, Service Center and Cloud.”, says Karin Bui Källkvist.
What is ITIL?
In short, ITIL (Information Technology Infrastructure Library), is a collection of practices for IT services management, which focuses on delivering high quality IT services at a reasonable price. ITIL is used as a guide to help various departments improve the value of their services by focusing on solving business issues rather than just improving IT capabilities.