We support you to adopt
ITIL® best practices
in your IT department

Octopus ITSM software is ITIL® compliant, which ensures you a very good organization using it with ITIL® best practices integrated.

Though, if some of your business processes are very specific and linked to strategic objectives in your ITIL® project, our ITIL® certified consultants will help you to adapt standard processes provided in our ITSM software toward a better alignment between the software and your operations.

Our ITIL® practice offers the consulting services and support of a specialist, knowledgeable with ITIL®’s good practices and Octopus features. Whatever the context, the goal is to help clients achieve and maintain sustainable improvements that will in time, optimize their IT services.

These improvements can take the form of:

A targeted intervention to tackle a specific issue
The formal implementation of one or more ITIL® processes

No need to explain how much of an advantage it is to work with one of Octopus ITIL® specialist; this winning combination reinforces ITIL® processes with employees with a deployment speed that cannot take place without taking into consideration the tool.

Less wasted time. Lower costs. Results.

Thus, the ITIL® practice offers a nice complement to increase your level of maturity. It analyzes, recommends useful changes, documents and integrates what is necessary to bring your IT team to a higher level of efficiency and effectiveness.

Operational issues

Operational issues are a vicious circle. On one hand, they participate in work overload, and on the other hand, organizations are too busy with operations to find the time to solve them.

Most of the time, these issues are well known, however not always easy to solve. Once identified, initiatives prioritized and planned and solving efforts evaluated, IT services can more precisely follow a plan that will bring positive impacts fast and induce constructive attitude amongst team members.

Improvements and changes have a direct impact on an organization’s main actors: its employees. Their cooperation is directly related to appreciation of their work and a sense of contributing positively to the organization.

Here are some examples of typical issues or requests that are regularly asked:

User and access account creation takes time and is complicated
I have difficulty keeping my inventory to date and keep track of asset replacement
Incidents and service requests are piling up and are getting out of control; can we do something about this?
Documentation is hard to find, how do we organize our procedures?
Our delivery times have not improved much, despite hiring of additional personnel. What can we do about this?
I read your wiki and saw solutions like automated approvals, integrated access management, procedure management that could be a big help. Can you help us?

ITIL best practices : Operational issues

ITIL best practices : processes and best practices

ITIL® processes

Since its beginnings, Octopus has been following the ITIL® reference framework to implement best practices in IT service management. By itself, ITIL® can contribute a certain level of improvement. But real maturity will be reached when processes and procedures are documented, assimilated and applied consciously and continuously.

Our ITIL® practice promotes a simplified process implementation, to adapt to the organization’s IT service size, its context and its maturity level. ITIL®’s framework is adaptive, which allows us to modulate a simple and effective approach that is quite in line with our philosophy of simplicity and operational efficiency.

I have issues with my changes…
I would like for my employees to use the « Problem » module
Do you provide ITIL® training sessions?
I want to be ITIL®, can you help?
I’m told in need a service catalog, how do I proceed? Do you have a template?
I have a high employee turnover rate, how can I prevent losing ground everytime I hire someone new?

Process design

The ITIL® practice leads process design like a project, with meetings and work sessions to define the process, activities and procedures based on Octopus’ suggested templates. Key employee implication is highly recommended to better adapt the process to the company’s specific context and facilitate its integration. Training on the processes and the use of Octopus is given to IT staff and to management so they are aware of what will be expected of them.

To put it simply, process design can include a variety of elements, such as:

Process/sub-process definition
Process diagrams
Activity description
Roles & responsibilities
Procedures
Statistics & reports
Contributor training (process and use of Octopus)
Quality control, identification of gaps and improvement of use
Annual review

The application in the tool is validated with specific QA criteria to ensure the smooth functioning of the process in time and fetching of representative statistics. Gaps are identified and corrected as they occur.

A process is not static, therefore a review of how the process works and the results it generates are annually revised, to identify what could be improved or changed.

IT organizations all make efforts to improve their daily operations, and many positive initiatives have been put in place. Octopus ITIL® specialist takes into consideration what works well in the process to avoid redoing everything unnecessarily. He knows that active involvement of the organization’s employees is a key factor for the success of the process on a daily basis.

So according to the level of maturity of the team in place and their availability, implementation efforts of the process are variable. An analysis of the current situation will enable a fair evaluation of the estimated efforts from both parties, and plan time for implementing.

Contact us to find out more about our ITIL® practice, a natural complement of Octopus and any IT organization aiming at an efficient and effective service.

ITIL best practices : process design

Discover how you can improve your IT services over the long term by downloading our whitepaper (French)

We support you to adopt ITIL® best practicesin your IT department

Operational issues

ITIL® processes

Process design

Octopus ITSM

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We support you to adopt
ITIL® best practices
in your IT department