How Istonish Leverages ITIL for Our Service Desk Solutions (and how we don’t)

Mar 27, 2018, 8:30:00 AM

About how Istonish used ITIL:

Istonish’s service desk solution is rooted in the best practices outlined in the Information Technology Infrastructure Library (ITIL) which is proven to deliver effective, value-driven results in an organized, expedient manner with minimal disruption to your environment. ITIL blog.jpeg

We take the time to listen, understanding your requirements as a company before affecting decisive strategy to incorporate a solution best matched to your environment – all while remaining dynamic to the changing IT landscapes. 

So, what exactly is ITIL? ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of detailed practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. 

Sound great but ITIL is not the end all be all of a good ITSM solution. Here is why:

Strengths and limitations of ITIL:

  • ITIL is a framework, not a map. There is no silver bullet in IT, the trick is to use what relates to your organization or environment, not what doesn’t.
  • ITIL (and other frameworks) do not guarantee compliance.
  • Like any tool, if not used correctly, it can do more harm than good.

Our Service and how we leverage ITIL:

  • ITIL enables Istonish to have a same-page service strategy. If everyone is speaking the same language, work is accomplished more efficiently.
  • ITIL provides insight between design, transition, and operation.
  • When implemented properly ITIL yields Continual Service Improvement over time.


  • 24x7x365 Request & Event Management Capabilities – Efficiently address incidents, requests, and other events with expanded resource availability for surge and / or after-hours support
  • Agility and Flexibility - Ability to deliver key performance indicators while gaining the knowledge required to continually improve the processes and procedures leveraged by our personnel
  • Additional Resources – Leverage historical trending to ensure expert resource availability from our support and engineering teams
  • Cost Effectiveness – Process efficiency enables Istonish to offer solutions and resources at competitive prices

With a focus on service excellence, we are committed to making the management of all, or parts of your IT infrastructure simple, reliable and secure. Our US-based service team is available at any time to handle issues. Contact us to learn more!

Jason Bovee

Written by Jason Bovee

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