ITIL is an approach used by businesses to identify customer needs and issues and address them fully.
Below are the ITIL processes:
Receipt of user complaints and grievances: A complaint is received, classified and recorded. It is then forwarded to members of the support staff who attend to it immediately.
The issue is investigated and clear instructions on what to do to correct the anomaly are given to the customer.
If the initial support staff is unable to deal with the problem, it is passed on to higher and more qualified levels of the support team. All members working on the same matter must however record their progress in a common log book.
Some issues are easily resolved by the support staff, others may require formal resolution while others are more complex and may require the incident management team to forward a request for change to its system or user.
All issues are followed through until they are finally resolved. Once everything is back to normal, the user is notified and the matter closed.