The continuous desire of the people behind ITIL® to improve ITIL®-related technology so that end users will benefit has led to the compilation of individual case studies (based on frequently-encountered problems). Basically, ITIL® case studies zero in on the problem areas encountered by ITIL® practitioners. The basic framework of ITIL® itself, the series of books and information now available about IT management, coupled with the actual data of each case cited allows readers to gain a clearer idea of the scope and more in-depth analysis of the case.
When a customer contacts the help desk, most likely he has encountered a problem serious enough to bring to the attention of help desk experts. Every case presented to the help desk team must be treated promptly and with precision. Since record keeping is done electronically, every case can later be reviewed for future reference. ITIL® provides the maximum support in the integration of people, processes and the Information Technology into one seamless system. Reading the ITIL® case studies poses an opportunity for IT staff to improve on their application of technology. These cases can show whether the problem was due to implementation or is inherent to the technology itself. Either way, improvement of the system should be pursued.
What are the benefits that a company can derive from distributing an ITIL® case study to its IT staff? First and foremost, customer satisfaction will probably increase. One dissatisfied customer will probably result to a hundred more (if the underlying problem is not addressed directly). The team must learn to be proactive in some cases caused by technical glitches. Take care of the problem before the customers even detect it. Eventually, the organization may find that IT infrastructure complaints or failures will be reduced by such a policy. Cost reduction is another benefit the company can get from learning from case studies. Since developing procedures and practices within the organization costs money, if the IT personnel learn from the case studies, that is a good investment then.
When information is organized and prepared into ITIL® case studies, the staff gain the confidence to face customers because they know they are well prepared. This may result to better communication between the customers and the IT staff. Most of all, standards can be improved with the ultimate goal of guaranteeing customer satisfaction.