The ITIL (Information Technology Infrastructure Library) framework is one of the most widely recognized and adopted sets of best practices in IT Service Management (ITSM). It provides a structured approach to managing IT services, ensuring that they align with business needs and contribute to overall success. This article will explore the ITIL framework in detail, providing insights into its history, core components, benefits, and certification paths.

HaloITSM announces DXC Technology (NYSE: DXC) as a global strategic partner to continue to fuel its global expansion and deliver Digital Transformation and Operational Intelligence. DXC will deliver Halo’s innovative and cost-effective Enterprise Service Management software on a global scale, empowering businesses with a modern alternative that drives service excellence and delivers transformative automation.

Artificial intelligence (AI) is rapidly transforming industries across the globe, and consulting is no exception. For consulting firms, the adoption of AI isn't just a trend—it's a powerful tool that can drive efficiency, enhance decision-making, and deliver greater value to clients. From automating routine tasks to providing deeper insights through data analytics, AI can redefine how consulting companies operate.

An API ecosystem is crucial for businesses and service providers to achieve smooth integration and drive innovation. For instance, consider a healthcare provider that needs to connect its patient management system with various third-party services, such as electronic health records (EHR), billing platforms, and appointment scheduling tools.

The rise of remote work has fundamentally changed the way companies operate, bringing new challenges and opportunities for businesses worldwide. Among these opportunities is the concept of shared services organizations (SSOs), which can be particularly advantageous for remote companies. Shared services models centralize key business functions—such as HR, finance, IT, and customer service—into a single, unified organization that supports multiple business units.

With the range of disparate personalities and ways of thinking on your team, how do you get everyone to see something the same way? Moreover, how do you get your whole team to actually perform a task or a process in the same way, every time? Business process maps are a framework intended to do just that: layout a process graphically so that everyone has the same vision of it and can perform it the same way.

Effectively, a customer portal is an online platform, usually a website or an application that allows your customers to access your services through the internet. With the help of a customer portal, they may be able to log into their account, see relevant information such policies and invoices, review past deliveries and orders, and adjust options to make your service suit their needs better.

A customer-based SLA (Service Level Agreement) can really change the game for B2B service providers. Unlike standard service level agreements, which are more generalized, these agreements focus specifically on your needs, setting clear service agreement terms between the service provider and a customer. This ensures both sides are clear on what to expect, making for a strong partnership.

Multi-level SLAs are key in service level management. As businesses aim for top performance, knowing how to use this agreement is vital. A strong service-level agreement sets clear expectations, making sure service performance meets customer needs. But why just one level? Multi-level SLAs offer more, giving customers experiences that boost satisfaction and loyalty. Picture a partnership where every service level is set, tracked, and checked. That’s what multi-level SLA strategies offer.