ITIL Service Delivery
ITIL is the framework that structures how we deliver every element of our managed service. It’s the reason each of our customers experience a consistent, mature, accountable service.
The Challenge
In the MSP market, it’s easy to claim you deliver great service. It’s much harder to evidence how. Many providers will tell you they’re responsive, reliable and proactive. Without an underlying framework, those words don’t mean much. Service quality becomes dependent on individuals rather than process, and when things go wrong, there’s no structured approach to make sure they don’t go wrong again.
What is ITIL
ITIL (Information Technology Infrastructure Library) is an internationally recognised framework for IT service management. Version 4 (the current standard) covers everything from how incidents are logged and resolved, to how changes are managed, how problems are identified at their root cause, and how services are continuously improved over time.
LIMA adopted ITIL through delivering services to enterprise-scale organisations. When we expanded into supporting ambitious SMBs, we made a deliberate decision to keep it.
The result is a level of service maturity that most MSPs in the SMB market simply don’t have, and our customers benefit from it every day.
Every member of our service delivery team is ITIL trained. That means when you raise a ticket, when a change is made to your environment, or when an incident occurs, there’s a structured, consistent process in place, not an ad-hoc response.
The key pillars of our ITIL service delivery
Incident management
When something goes wrong, we restore service as quickly as possible. Our team keeps you informed throughout, carries out root cause analysis, and recommends preventative action so the same incident doesn't happen twice.
Problem management
Where the same issue keeps recurring, we don't just keep fixing it. We use our problem management process to identify and eliminate the underlying cause, carrying out trend analysis to get ahead of future occurrences.
Change management
IT environments need to evolve. We assess the risk of every change request and manage it to ITIL best practice, ensuring minimal disruption. If you have your own change management procedures, we'll integrate with them.
Release management
We plan, schedule and control firmware and software updates to keep your environment secure and stable – following our Safe Harbour release policy so updates are managed safely throughout the year.
Why LIMA for ITIL service delivery
Lots of MSPs will mention ITIL in passing. For LIMA, it’s not a footnote – it’s the foundation of our managed services. It’s what allows us to make commitments about how we manage your IT, not just promises about the outcome. It’s also external validation that our services are mature, structured and predictably high-quality.
ProActive Managed Services
24x7x365 monitoring, incident management and ongoing maintenance of your IT infrastructure, delivered to ITIL standards.
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