ITIL standard increasing IT service

14:24 24th July 2008

Staff choosing to take up the IT Infrastructure Library (ITIL) standard are becoming increasingly valuable, according to a leading trade body.

Adoption of ITIL standards - which is a comprehensive documentation of guidance on the provision of quality IT services - has increased by 38 per cent on IT helpdesks since 2004.

But at the same time service levels where the proportion of calls are resolved at the first attempt rose from 21 per cent to 60 per cent, according to a Service Desk Institute (SDI) survey of 159 desk managers.

"Businesses will be increasingly looking for ITIL and SDI service desk-type qualifications," said SDI founder Howard Kendall.

"Strategic processes such as problem management and service level management have yet to be approached in the same way," he added.

SDI provides vocational standard training in IT support.

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