ITIL- What does it mean to you? No really, think about it for a moment- what role do ITIL practices play in your environment? Has your boss simply mandated all IT tools be “ITIL certified” without perhaps understanding the context? Or does your organization actually have an active interest in implementing ITIL processes and getting value out of the methodology? If you implement an “ITIL” tool, is the expectation that it will fix currently less-than-optimal business processes? If so, are you concerned with how long it will take to implement a new tool?


Keeping in mind what you want to accomplish with ITIL- let’s talk about what ITIL is. ITIL is a collection of processes. It is a means to an end, rather than the goal itself. While that could probably be turned into a good haiku, in plain English it means that instead of a single “certification” a product can conform to any number of processes to support the ITIL framework. For example:

  • Incident management
  • Change management
  • Problem management
  • Service-level management
  • Continuity management
  • Configuration management
  • Release management
  • Capacity management
  • Financial management
  • Availability management
  • Security management
  • Help desk management
  • Knowledge Management



Your organization may care about all of these features, or just a small subset. The key point here is that even “ITIL-certified” products may not have the features you are looking for and may only be “certified” in a particular area. Why are we using quotes around “certified” you may be asking? It is because ITIL itself (or rather the Cabinet Office of Her Majesty’s government that administers the ITIL standard) does not offer certifications for software products. There are third-party companies that charge a small-fortune to provide “certification” of a product, but the certification does not come from ITIL. Bottom line is just because a product is “ITIL Certified” it doesn’t mean they have all the processes or features you are looking for.

So where does Web Help Desk fit on the ITIL continuum? Web Help Desk supports the core of ITIL IT service management processes, and allows you to implement them quickly and easily.


The core of IT service management (or service management in general) is ticketing capability as it relates in an incoming flow of incidents. The incident ticket is then routed, has an SLA applied (or not) and is worked in innumerable ways. Incidents can be linked to Problems, Changes, as well as existing assets and the resulting knowledge or root cause can be captured in the knowledge base. Assets are tracked throughout their lifecycle and any changes or incidents related to them are automatically recorded. The Web Help Desk pragmatic approach to ITIL gives you the power of the ITIL framework, with the flexibility and ease of use to make it work for your environment. For more information on how Web Help Desk maps to ITIL processes, please visit: