ITIL (IT Infrastructure Library) support management processes are increasing in popularity. And that means a need to provide ITIL certification and training.

One of the signs of ITIL demand is increased sales of IT solutions that incorporate ITIL processes. And while many of the deals are for hosted applications, meaning by definition there is less up-front requirements for ITIL trained-and-certified staff, many firms source hosted first and then migrate to on-premise solutions later.

And as firms gain experience with the software through accessing them via the cloud this is the best time to have IT personnel trained and certified on ITIL processes as they get familiar on the client side. In that fashion they will be ready when their companies go to premises applications.

Moreover, for the hosting companies as the number of clients increases so will, logically, the support issues: and the need for ITIL trained-and-certified staff.

Manheim, an Australian firm that provides automotive remarketing services has become the latest to sign on, indirectly, to ITIL. It will consolidate its IT service management platform with Remedy OnDemand.

BMC Remedy OnDemand will provide integrated ITIL-compliant incident, problem, change, asset and knowledge management processes, which will reduce complexity associated with Manheim’s current manual efforts. As with BMC’s on-premise Remedy IT Service Management solution, Manheim will benefit from all the ITIL-compliant service desk capabilities but without the cost of on-premise infrastructure or support.

Manheim chose the SaaS-based BMC Remedy OnDemand service desk solution because says BMC Software (News - Alert) it is a low-cost alternative to the traditional on-premise options. Equally important in this decision was the ability to integrate all business units and departments in one platform to reduce IT support costs and increase transparency across the organization.

“Manheim is firmly focused on providing exceptional service to our customers, both internal and external,” said Philip Thorpe, CIO at Manheim. “But to achieve that outcome and maximize customer satisfaction, we have to implement a consolidated IT service management platform. This is a critical business need to support the transformation and expansion of our business beyond the traditional ‘on-premise’ auctions and asset remarketing services through our existing and new online solutions and platforms across the region.”

“This is another important win for BMC’s Remedy OnDemand team,” said Gary Mitchell, BMC’s country manager for Australia and New Zealand. “BMC’s SaaS (News - Alert) delivery model is proving very popular alongside our on-premise IT Service Management solutions because it gives smaller businesses a cost effective IT support platform, but one that is still rich with enterprise-class capabilities.”

The RCCSP Professional Education Alliance provides a comprehensive set of ITIL certification and training courses.

“Our instructors have years of hands-on IT practitioner experience, enabling them to effectively intertwine theory and real life stories and scenarios,” says Nina Kawalek, CEO for RCCSP. “This training style encourages active group participation, allowing all participants to gain a wealth of practical knowledge. Only the finest quality, accredited content is used. “