COLORADO SPRINGS, Colo., May 16, 2016 /PRNewswire/ -- HDI and AXELOS today announced the release of a co-branded white paper, Better Together - ITIL® and the HDI Support Centre Standard for a High-Performance Support Centre. The report explores ITIL's integration with the HDI Support Center Standard to provide support center-specific best practices for service desks and help desks and examines how the standards work better together.
ITIL is the most recognized framework for the set of practices known as IT service management (ITSM) which focuses on ensuring the alignment of IT services to business needs. The HDI Support Center Standard naturally complements ITIL, as it targets what is required during operation to develop a "high performance support center." ITIL provides the overall framework of ITSM best-practices, while the HDI Support Center Standard targets the support center, and how to determine the best possible support operation for customers and users.
"To meet future challenges associated with the shift to cloud-based services and the adoption of mobile devices, it's important that service organizations use ITIL to lay a foundation of industry best practices within the service management space," says Roy Atkinson, senior analyst at HDI. "By coupling that with the integration of the complementary HDI Support Center Standard, users will get proven support-specific guidance on planning, implementing, and maintaining the optimal support center."
Those who download the white paper will discover that a combined and integrated approach, using ITIL for general foundational guidance and the HDI Support Center Standard as special guidance for the support center, is a solution that will enable service organizations to meet the critical challenges within an ever-evolving industry.
"Organizations adopting ITIL, the best practice framework for IT service management, can and should adapt it to their needs, and complement it with additional guidance on specific topics from industry standards, frameworks, and methodologies," says Kaimar Karu, Head of ITSM, AXELOS. "The HDI Support Center Standard is a good example of valuable specialized guidance that is well aligned with ITIL. This white paper, helping to map the components of the standard to the ITIL Lifecycle, is a good starting point for exploring the value of the standard, and the ways it can be leveraged for support centers of all sizes."
About HDI Founded in 1989, HDI is the first membership association and certification body created for the technical support industry. Since then, HDI has remained the source for professional development by offering the resources needed to promote organization-wide success through exceptional customer service. In other words, we help professionals in service management better serve customers. We do this by facilitating collaboration and networking, hosting acclaimed conferences and events, producing renowned publications and research, certifying and training thousands of professionals each year, and connecting solution providers with practitioners. Learn more at www.ThinkHDI.com. HDI is organized by UBM Americas, a part of UBM plc (UBM.L), an Events First marketing and communications services business. For more information, visit ubmamericas.com.
About Axelos AXELOS is a joint venture company co-owned by the UK Government's Cabinet Office and Capita plc. We are responsible for developing, enhancing and promoting a number of best practice methodologies used globally by professionals working primarily in project, programme and portfolio management, IT service management and cyber resilience. The methodologies, including ITIL®, PRINCE2®, MSP® and RESILIA™, are adopted in more than 150 countries to improve employees' skills, knowledge and competence in order to make both individuals and organizations work more effectively. Visit www.AXELOS.com to find out more, including how to join our online community for best practice professionals.