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The Information Technology Infrastructure Library® (ITIL) is a set of best practice guidance for IT Service Management. ITIL is owned by the OGC (UK's Office of Government Commerce) and consists of a series of publications giving guidance on the provision of quality IT Services, and on the processes and facilities needed to support them. It was created for that organizations of all kinds could more effectively control costs and the efficiency of IT services contractors. ITIL is supported by a comprehensive qualifications scheme, accredited training organizations, and implementation and assessment tools.

ITIL is organized around a Service Lifecycle: which includes:

  • Service Strategy: establishes collaboration between business strategists and IT to develop IT service strategies that support the business strategy. It helps to understand who the IT customers are, the service offerings that are required to meet the customers’ needs, the IT capabilities and resource that are required to develop these offerings and the requirements for executing it successfully, bearing in mind the that the cost of delivery must be consistent with the value delivered to the customer.
  • Service Design: assures that the overarching IT architecture and each IT service are designed to effectively meet business objectives by being both fit for purpose and fit for use. Additionally, processes required to manage services, management systems and the tools necessary to adequately monitor and support them, are also part of the design phase.
  • Service Transition: manages and controls changes into the live IT operational environment to assure that the business customer can achieve the desired value. This phase addresses managing changes, controlling the assets and configuration items (underlying components – hardware, software, etc) associated with new and changed systems, service validation and testing and transition planning to assure that users, support personnel and the production environment has been prepared for the release to production.
  • Service Operation: delivers and supports the operational IT services on an ongoing basis, overseeing the daily overall health of the services in such a way that they meet business needs and expectations and deliver forecasted business benefits. This includes managing disruptions to service through rapid restoration of incidents, determining the root cause of problems, detecting trends associated with recurring issues, handling daily routine end user requests and managing service access.
  • Continual service improvement: offers a mechanism for IT to measure and improve the service levels, the technology, and the efficiency and effectiveness of processes used in the overall management of services.


From a business perspective, the adoption of ITIL practices by IT service providers – whether in-house providers or external suppliers – ensures many benefits, including:

  • IT services which align better with business priorities and objectives, meaning that the business achieves more in terms of its strategic objectives.
  • Known and manageable IT costs, ensuring the business better plans its finances.
  • Increased business productivity, efficiency and effectiveness, because IT services are more reliable and work better for the business users.
  • Financial savings from improved resource management and reduced rework.
  • More effective change management, enabling the business to keep pace with change and drive business change to its advantage.
  • Improved user and customer satisfaction with IT.
  • Improved end-customer perception and brand image.

The Challenge

Today, organizations depend on IT to satisfy their corporate aims, meet their business needs and deliver value to customers. For this to happen in a manageable, accountable and repeatable way, the business must ensure that high-quality IT services are provided, which are:

  • Matched to business needs and user requirements.
  • Compliant with legislation.
  • Effectively and efficiently sourced and delivered.
  • Continually reviewed and improved.

IT service management is concerned with planning, sourcing, designing, implementing, operating, supporting and improving IT services that are appropriate to the business needs. ITIL provides a comprehensive, consistent and coherent best practice framework for IT service management and related processes, promoting a high-quality approach to achieve business effectiveness and efficiency in IT service management.

SoftExpert ITSM Suite is a flexible and cost-effective solution empowering world-class IT service and management. SoftExpert ITSM Suite incorporates ITIL® and other widely adopted best practices framework, bringing together the best in management practices with the best in technology.

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  • MenegottiOur productivity and reliability increased greatly. The software helped us to meet the ISO/TS 16949 standard requirements, providing security in the daily routine of the Engineering area and auditing, while easily proving full compliance with the standard and customer requirements.

    Jeferson R. F. dos Santos – MENFUND Unit Manager

  • OpetrecOnline access to wherever we offer services ensures us speedy responses, through reliable and updated information, which, in turn, facilitates decision making and customer satisfaction.

    José Andrade – Opetrec Manager

  • Universal Leaf TabacosSE Document manages ISO standardization documentation to facilitate compliance, as well as all other document types. The workflow system provides great distribution copy control, approval, revision, printed copies, and document retrieval search capabilities. Currently, there are over 1,100 users and 3,500 registered documents.

    Carla Regina Schmitt

  • Laboratório GloboThe SE Project was implemented quickly and the time required for the adoption of the solution by the users was quite natural, considering that the pharmaceutical segment is legally required to work with reliable and secure records that guarantee the quality of products and do not represent risks to the population.

    Randel Moreira – IT Manager

  • CarrierSoftExpert Solution has streamlined data sharing for our quality system and has contributed to reducing impacts on the environment through doing away with the need for storing piles of original and obsolete paper documents for auditing purposes.

    Solange Amaral – Human Resource Analyst

  • CTA-ContinentalSE Document has provided the means to streamline our document control, through excellent drilldown options for searching and registering documents, a systematic workflow
    tool for sending pending tasks to system users, as well as really cutting down on the need for printed copies.

    Ângela Fischer

  • Group RoullierSE Document completely meets our document control requirements, facilitates retrieval, and manages the entire document revision process.

    Janaina Salatti – Quality Supervisor

  • Coca-ColaThe implementation of SE Action streamlined our continuous improvement process for managing actions, especially through the workflow functionality. This facilitates the verification of occurrence causes and drafting correction actions.

    Gustavo Martins – Quality Department Assistant

  • CoinduThe SoftExpert facilitates and speeds up activities, and the system was considered highly suitable for the renewal of ISO/TS 16949 and ISO 14001.

    Cristina Pereira – Gerente adjunta de Informática

  • Mitsubishi MotorsWe have achieved improved dependability as well as standardization in our processes to assure measurement consistency and the required monitoring to verify conformity in our products. This adds enhanced safety and quality to our customers.

    Helton Calaça – SPC Technical Support

The Solution

Each SoftExpert component addresses key compliance issues as shown below:

Module Requirements
SE Action Plan
SE Action Plan
  • Helps organizations effectively coordinate and manage the entire workflow by maintaining team communication and improving collaboration through the centralized control of action plan and task planning, execution and monitoring, including corrective, preventive or predictive actions.
  • Recording the results of the CAPA.
  • Reviewing the effectiveness of the CAPA.
SE Asset
SE Asset **
  • Keeps details of IT assets and configuration items.
  • Detailed records of their service schedules, localization, verification, usage, maintenance, and much more.
  • Provides several reports covering inventory, maintenance, ownership, location, reservations, usage, downtime, verification, and check-in/out status.
  • Allows control of all asset-related documentation such as manuals, configuration settings, lease agreements, warranty certificates assuring that the latest revision of any documentation is always used.
SE Audit
SE Audit
  • Audits are planned and performed.
  • Results of audits communicated to stakeholders.
  • Corrects and registers all findings.
  • Manages any required corrective action.
  • Ensures corrective actions are carried out on time.
SE Competence
SE Competence
  • Defines job descriptions, positions within the whole IT department, identifying specified required responsibilities, authorities, and capabilities.
  • Provides a database of educational institutes and identifies specific competency courses.
  • Schedules training sessions on user-defined calendars - weekly, monthly, or annually - with automatic display of training needs that are pending in a certain period of time.
  • Displays all scheduled training sessions through timesheets, spreadsheets, and Gantt charts, then groups results based on specific IT department, or the entire company.
  • Provides tools for all kinds of competence evaluation.
  • Assesses employee competencies and skills based on customized evaluation forms.
  • Calculates the employees' qualification levels based on their job performance, and then displays summarized results in charts based on the employee, job position, or department.
SE Incident
SE Incident

Manages the entire process by:

  • Identifying and correcting incidents.
  • Taking actions to mitigate their impacts.
  • Reviewing real and potential incidents, including customer complaints.
  • Keeping records of all complaints and follow-up actions.
  • Ensuring that responsibility for corrective actions is clearly defined.
SE Problem Analysis
SE Problem Analysis

Manages the entire process by:

  • Investigating problems.
  • Determining their root causes.
  • Taking actions in order to avoid their recurrence.
  • Evaluating the need for actions to prevent nonconformities, and implementing appropriate actions designed to avoid their occurrence.
SE Performance
SE Performance
  • Links Business goals to IT goals.
  • Provides identification of critical dependencies and current performance.
  • Automates the establishment, management and communication of the corporate and IT strategic plan.
  • Enables the company to actively monitor current performance against previously-defined goals, and reports this performance to auditors and internal stakeholders in real-time.
  • Provides establishment and measurement of key performance indicators related to either business processes or to IT infrastructure elements.
  • Totally compliant with the BSC (Balanced Score Card) methodology.
SE Process
SE Process
  • Defines customized processes based on the organization's environment, nature of services, and best practices.
  • Ensures processes are defined, planned, and documented.
  • Develops process improvement and  awareness of the model.
  • Defines the resources and information necessary to support the operation and monitoring of these processes.
  • Defines the monitoring and measurement points, where applicable, and analyzes these processes.
  • Implements the actions necessary to achieve the planned results and continually improves these processes.
SE Project
SE Project
  • Provides program and portfolio management frameworks for IT investments.
  • Ready-to-use, proven project management process aligned with de facto standard PMBOK approach.
  • Supports the establishment and maintenance of project monitoring, measurement and management system.
  • Automates creation and management of project charters, schedules, quality plans, budgets, and communication and risk plans.
  • Native workflow engine "Team Workflow", assures participation and commitment of all project stakeholders.
  • Automated task assignments, routing, escalation, review, and approval, increasing efficiency for the team.
  • Audit history always accessible.
  • Provides tailoring of additional and organization unique processes and reporting capabilities.
  • Provides project classification schemes. Projects associated with or impacted by COBIT processes can be tracked and managed.
  • Templates and checklists for tracking and managing changes.
  • Provides project and product development processes.
  • Provides stage-gates approach for projects, including scorecard criteria and criteria for "go-no-go" decisions.
SE Request
SE Request
  • Automated request lifecycle for all service demands.
  • Single central database which stores all information and documents.
  • Approval controls.
  • Ensures service effectiveness.
  • Ensures optimized teamwork productivity through a practical task control mechanism.
SE Workflow
SE Workflow
  • Generic, personal and customizable workflow engine to structure the service flows and activities.
  • Enforces task priorities and deadlines required to meet Service.
  • Level Agreements.
  • Monitors and reports end-to-end service level performance.
  • Automates the process of recording, assessing and prioritizing change requests.
  • Assures that any emergency and critical change follows the approved process.
  • Provides a workflow to allow changes.
  • Manages and disseminates relevant information regarding changes.
  • Audit history always accessible.
  • Provides stage-gates approach for projects, including scorecard criteria and criteria for "go-no-go" decisions.

About SoftExpert

SoftExpert is a market leader in software and services for enterprise-wide business process improvement and compliance management, providing the most comprehensive application suite to empower organizations to increase business performance at all levels and to maximize industry-mandated compliance and corporate governance programs.

Founded in 1995, SoftExpert has a rich history of innovation and growth as a true industry leader. More than 300,000 users from 2,000 organizations worldwide trust SoftExpert applications to ensure the highest standards of efficiency, quality and innovation for their products, services and processes.

By streamlining and integrating all levels and operations, SoftExpert applications also enable organizations to address an ever-increasing variety and number of international standards, laws and regulations that affect business operations by delivering enhanced compliance capabilities based on industry-specific best practices.

SoftExpert solutions are used by leading corporations in all kinds of industries, including consumer products, automotive, food and beverage, mining and metals, high tech and IT, energy and utilities, government and public sector, financial services, transportation and logistics, healthcare, education, medical devices and many others.

Along with its extensive network of resellers spread across all continents, SoftExpert also provides hosting, implementation, post-sales support, and validation services for its solutions to ensure that customers realize the maximum value from their investments.

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