Today, we can see that there are inextricable link between the business and technological domains. In order to remain competitive, the company must be able to advance as many of its own goals and IT capabilities as possible, no matter how unpredictable the process is. Companies should keep in mind the current management processes and practices within the organization, and they should be converted by those engaged in IT service development. Without it, IT Service Management (ITSM) processes will waste time, money and energy, thereby giving competitors the opportunity to attract our customers with more suitable products.

ITIL (Information Technology Infrastructure Library) is a set of ITSM conventions used by some of the most famous establishments in the world, including many famous companies. It aims to standardize processes to achieve the best IT management, thereby helping organizations avoid the most common pitfalls, while providing the best quality of service. It is a framework, an order of best practices for building, uplifting and transferring IT operations.

The purpose is to help organizations manage risks, strengthen customer relationships by supplying services that meet their needs, establish cost-effective practices, and constitute a stable IT environment for growth and change. This means that ITIL practitioners are experts who continue to shape the IT service development process. ITIL is not built around a specific business model, but based on the collective experience of IT professionals. It has been applied in many industries, mainly because of the fact that almost every industry in the world relies on IT in some way.

ITIL is divided into several levels and modules, so it includes all aspects from service to continuous growth, which provides opportunities for practitioners to not only adjust the IT service infrastructure, but also to prepare for further changes. A well-run IT organization can handle risks well and retain the infrastructure, and use many processes to improve the life cycle of IT services, which not only saves money, but also enables business people to complete their work more efficiently. It helps strengthen the organization, processes, and people’s capabilities, maintaining the productivity of the organization, and create a better and more consistent experience for customers. This ensures that burden caused by constant changes in technology are avoided because it allows organization to promptly adapt and maintain a leading position on the market.

Over the years, ITIL’s reputation and maintainability have been recognized, and in 2005, its practice has contributed to and is consistent with the ISO/IEC 20000 service management standard, which is the first among IT service management International standards.

Service Level Agreement (SLA)

In an era dominated by the importance of high-quality services, it is important to know that the level of service delivery will fully meet the needs of the enterprise. SLA is a contract that guarantees that such needs are met. SLA is originally a Service Level Agreement. This document observe the details of the agreement between the procuring entity and the service provider at the service support level, what was accompanied by the main cooperation agreement. The difference between the two contracts is that the main contract refers to the rights and obligations of these parties and the level of service to be provided, while the SLA refers to the details of the support provided.

The appearance and content of the SLA depends on the type of service. For IT services, it can be said that the contract at the service quality level defines the time between two consecutive shutdowns, the time required to repair the system, to restore it to production, and so on. In short, it refers to some kind of support for the retain and use of the infrastructure. When it comes to IT services, the level of service delivery depends on the user’s needs. If the customer’s business don’t have high tolerance for it, then for the service provider, the conditions specified in the SLA will be stricter and the service will be more expensive for the customer. If the service does not reach the level defined by the SLA, the service provider will calculate the cost-effectiveness of the ordered service, based on the damage that may occur during the business process. Large companies understand the importance of service reliability and use SLAs to ensure that the level of support provided to them meets their needs and expectations.


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