First Line adopts ITIL

September 2006

ITIL (the 'IT Infrastructure Library') is the international best-practice framework for IT support businesses.

Developed by the Office of Government Commerce, ITIL is part of the British Standard BS15000. And although it has seen wide-scale adoption by internal IT departments within multi-national / blue-chip businesses, take-up by outsourced IT support businesses is still low.

The concepts within ITIL help IT service providers to plan consistent, documented, and repeatable processes. Put simply, this is going to help us to improve the service that we deliver to you, our customers. The first deliverable that we're working on is a Service Level Agreement ('SLA').

To register your interest in an SLA, email us by clicking here.

ITIL is supported by a comprehensive qualifications scheme, accredited training organisations, and implementation and assessment tools. And in July 2006, Ned Wells, Operations Director for First Line, attended the first in a series of training courses.

To find out more about ITIL and how we'll be using it to improve our service, get in touch

To read about our investment in Footprints, click here