ITIL (Information Technology Infrastructure Library) is a widely adopted framework for IT service management. Developed by the UK Government's Central Computer and Telecommunications Agency in the 1980s, ITIL has become a global standard for IT organizations to optimize service delivery and customer satisfaction.
At its core, ITIL emphasizes a customer-oriented approach, focusing on better communication and collaboration between IT teams and end-users. The framework consists of a set of interconnected processes and functions, covering areas such as incident management, problem management, change management, and service level management.
By implementing ITIL practices, IT organizations can enable efficient handling of incidents and problems, leading to reduced downtime and faster resolution times.
Cegal and ITIL
Cegal's service desk work according to ITIL processes for efficient case management. Our super-skilled Cegalians in Stavanger, Stord and Kuala Lumpur serve customers all over the world and solve an average of 3,000 cases per month. The goal is to provide the world's best first-line support with smiling, enthusiastic and customer-centric employees.