In this section, we present on overview of the ITIL best practices that is adopted by Athena to deliver services to its customers.
IT service management enterprises must focus on service by adopting a business and systematic approach to managing day-to-day operations. The underlying business processes should support the technical competence and experience of the enterprise. To achieve this objective, IT Infrastructure Library (ITIL) was established as the standard framework for IT Service Management enterprises that entailed a comprehensive, consistent and coherent set of best practices. Today, it is the most widely accepted IT-process management framework in the world. ITIL describes the processes needed to manage the IT infrastructure efficiently and effectively in order to guarantee the service levels agreed upon by the IT organization and its customers. The diagram presented below gives an idea how ITIL processes fit in and act as a conduit between strategic and operational processes.