Service Management - ITIL

In order to handle service management at Britt, we have chosen to use parts of the ITIL framework for service management and we work actively with ITIL and its processes and framework.

We have several people who have gained ITIL certification and the work and processes are included in our solutions and IT service.

The IT Infrastructure Library (ITIL®) was developed by the Central Computer and Telecommunications Agency (CCTA). The intention was to compile experiences from the work with providing cost-efficient and high-quality IT services in a comprehensive manner.

Companies and organisations are becoming more and more dependent on IT in order to achieve business goals and to meet demands and requirements. The increasing dependency entails greater demands on high-quality IT services. Quality in this respect means that the services match the organisational requirements and demands of the users and that they change in step with the development.

We utilise five different elements within service management at Britt, where all five elements are included in IT operation and services.

Each of these provides guidance as to what is required to address the relevant areas in a professional manner and to comply with the specifications in the ISO/IEC 20000 framework.

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

Service Transition

In Service Transition, we work with development and improvement in order to provide new and updated services. We utilise innovations while remaining aware of risks and thereby avoid undesired consequences.

At Britt, we utilise the following processes in the scope of Service Transition.

  • Change management
  • Release Management
  • Configuration Management

Service Operation

We work with a series of routines and processes for our management of IT services. The focus of these processes is to deliver value for both the customer and Britt.

There is also guidance to maintain stable service and simultaneously make room for changes in Service Design, scope, coverage and level of service. Detailed process guidelines, methods and tools are in place for organisations from two important control perspectives: reactive and proactive.

Britt receives information that gives them the opportunity to make better decisions about how service availability should be managed, demand should be controlled, capacity utilisation should be optimised, how operation should be scheduled and problems should be solved. Information about how to support operational activities with the help of new models and new architecture, such as share services, data power and new internet services is also available here.

At Britt, we utilise the following processes in the scope of Service Operation.

  • Incident Management
  • Problem Management

Then the Servicedesk also uses a few processes from Service Transition.


Britt’s Servicedesk is an integrated function and department that works with a series of important processes to support our customers.

The most important is that all of our customers can turn to the Servicedesk and use it as an SPOC for incidents and troubleshooting.

Some of the key service management processes (ITIL) that Servicedesk works with are:

  • Incident Management
  • Problem Management
  • Change Management
  • Release Management
  • Configuration Management

Continual Service Improvement

Our processes here provide a guideline to the art of creating and retaining value for the customer with the help of better design, transmission and Service Operation. The processes combine principles, practice and methods that are developed from quality management, change management and competence development. Britt builds on and implements improvements incrementally and on a large scale with respect to service quality, operational quality and uninterrupted operation.