Gestar is a software tool that eases the adoption of ITIL in IT organizations because it gives the possibility of having:
An efficient problem and claim management (incidents). Service desk / incident management, change management and problem management.
It eases the SLAS follow up (Agreements in service levels) and it helps guarantee the agreed response time. Service level management.
For the organization
• IT organization gains clarity, efficiency, focusing its efforts in the achievement of corporate objectives.
• It allows the significant optimization of the operation cost by correcting problems that according to Gartner, cause the 80% of the problems characterized in this IT area.
• The management has more control and the changes are easier to handle.
• An efficient process structure provides a frame work that allows the outsourcing of some elements of IT services.
• ITIL adoption encourages cultural change towards the introduction of international standard quality management systems based in the best practices in IT successful areas from all around the world.
• ITIL establishes a reference frame for internal communication and supplier communication, as well as standardization and procedure identification.
For the Customer/ User:
• It allows that IT services are more oriented towards the customer and the agreements on service quality improve the relationship between the IT department and the client.
• Services are better described.
• Better quality management and service cost.
• It improves communication.