IT Infrastructure Library (ITIL), a framework which provides guidelines to the “planning, provision and support of IT services”, that was developed for the British Government in 1980’s by the Central Computer and Telecommunication Agency (CCTA) now has been adopted as best practice for IT services all over the world.

As a significant part of Austock Group Limited, Austock IT needs to have a solid infrastructure to provide excellent Service Support and Service Delivery to the other businesses within the Austock Group. In order to do that, Austock IT is aligning its processes and procedures to the ITIL standard.

• To implement formal policies for various processes within the IT department that will help Austock comply with laws set by the Governing bodies in the Finance Industry, and to ensure that the IT Department is working to efficient standards.
• To design and develop an ITIL compliant Web-based Document Management System (DMS) to assist IT support personnel and managers.
• The DMS should serve the purpose of a One Stop Reference Manual for anything to do with Austock IT
• To design a formal workflow to provide excellent Service Support and Service Delivery