Finally, the phone call happened. For several weeks, I’ve been playing phone tag with Digital Fuel President and CEO Yisrael Dancziger. We finally connected a few days ago, and Dancziger took the time to walk me through Digital Fuel’s business strategy and latest platform release.
Dancziger and Digital Fuel are gearing up to promote ServiceFlow 6.0, a service management platform that leverages ITIL (Information Technology Infrastructure Library). ITIL is a small acronym that could have big implications for the managed services market. (Read why in one of our earlier blog posts.)
I’m not an expert on Digital Fuel or ServiceFlow, but Dancziger says the 6.0 release features:
- improved reporting capabilities;
- a new user interface;
- improved workflow management; and
- ITIL predefined content and process.
Digital Fuel’s focus on ITIL seems to be connecting with big customers. Over the past three years, Digital Fuel has generated triple-digit annual revenue growth, notes Dancziger.
While many MSP platform providers focus on VARs in the small and midsize markets, Digital Fuel tends to focus more on large commercial service providers and global enterprises — such as British Telecom, Computer Sciences Corp. and Siemens.
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This is good to see, the tool that we leverage for IT Service Management is based on ITIL as well. I can tell you that when we implemented this tool it forced us to re-think all of our processes and we ended up adopting many of the ITIL concepts. This has in turn enabled us to create a much more process driven, scalable and profitable solution.
While your SMB customers may not be asking for ITIL knowledge just yet, implementing at least some of these concepts will no doubt help your business. I recommend starting with Incident, Change and Configuration management as these are core processes to the MSP business model.
Thanks, Lane. Generally speaking, I think European MSPs are ahead of U.S. MSPs with ITIL (Information Technology Infrastructure Library), since the standard first gained momentum in Europe. But I’d love to hear from some MSPs who can clarify if/how MSPs are leveraging ITIL.