At Advanticom, we hold our team to high standards because we believe skills are essential for staying ahead in the ever-evolving IT landscape. Each year, we work closely with our engineering teams to assess training programs and education paths that enhance their skills and help improve our service delivery. One training requirement that is a cornerstone for all Advanticom employees is ITIL Foundations certification. Advanticom pays for all employees to become ITIL Foundations certified to ensure we are internally aligned on our model for service delivery.
ITIL is the backbone of our service delivery model. By leveraging the ITIL framework and adhering to its principles in our everyday workflows we ensure that we are united as a team in the ways that we deliver for our clients. ITIL helps us collectively understand how to improve support outcomes for our clients.
What is ITIL?
ITIL is a framework for IT Service Management (ITSM) that helps to align our IT services to our clients business needs. It provides best practices for delivering high quality IT support and operations, ensuring efficiency, reliability, and continuous service improvement.
Core ITIL Practices
🔹 Incident Management – Quickly resolving IT issues to minimize disruption.
🔹 Problem Management – Identifying and addressing the root causes of recurring issues.
🔹 Change Management – Reducing risk and controlling IT changes.
🔹 Service Request Management – Handling common IT requests efficiently.
🔹 Service Level Management – Defining and meeting IT service expectations.
🔹 Continuous Improvement – Constantly refining IT processes based on feedback and performance data.
How ITIL Helps Us Deliver Exceptional Customer Experiences
By implementing and following ITIL best practices, we ensure that our IT services are delivered with:
🔹 Customer-Centric Approach – Every IT service is scoped to ensure solutions will be effective and value-driven.
🔹 Consistent Service Quality – Standardized processes reduce disruptions, providing dependable IT experiences.
🔹 Faster Problem Resolution – Organized incident management minimizes downtime and keeps systems running smoothly.
🔹 Proactive Issue Prevention – ITIL enables us to identify and resolve issues before they escalate, creating a more secure and stable IT environment.
🔹 Transparent Communication – Clear service levels, regular updates, and open channels keep customers informed every step of the way.
🔹 Continuous Service Improvement – We leverage customer feedback and performance insights to refine our services, ensuring we stay ahead of evolving expectations.
Better Outcomes
It is our hope that operating with ITIL as a framework for our model of service delivery we can deliver:
✔ Excellent Service Quality – Ensuring client IT services are reliable and meet business needs.
✔ Cost Efficiency – Workflows are efficiently resolving issues, and reducing technical inefficiencies.
✔ Enhanced security – Standardized processes prevent misconfigurations and reduce risk.
✔ Better Customer Satisfaction – The processes behind ITIL helps to build trust and deliver additional value for our clients.
ITIL gives our team the training and knowledge to know what good looks like. The collective knowledge and alignment in our internal operations help us consistently deliver valuable support services for our clients. ITIL gives our team confidence that collectively we are aligned on how to resolve issues. Our services and support are designed to resolve recurring problems and provide continuously better services and support as our partnership grows.