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Highlight and ITIL // How we fit into the ITIL framework

About this event

Today’s topic: How Highlight can be integrated into your ITIL Processes


Service Providers are always looking to improve their Support and Operational functions with tools that help them be more effective and efficient without rewriting their current processes. Any new addition to their SysOps toolsets needs to be cross-functional to help with the ITIL framework processes they have implemented.

All too often we see many organisations have single siloed toolsets that are not very easy to share amongst their Business processes. Highlight can be used by all of your Teams to enable them to be proactive, responsive and to always keep your Customer in focus.

The four areas we are going to focus on today and their associated Highlight feature are;

  • Incident Management: alerting, incident event log, availability
  • Change Management: maintenance windows, suppressing alerts
  • Problem Management: reporting on issues and exceptions (TopN)
  • SLA Management: site and service targets, outage exclusions, compliance reporting

During the webinar we will overlay Highlights other capabilities that can be used to complement your other ITIL disciplines to deliver Continual Service Improvements.

Closing points;

  1. Which functional Teams can benefit from Highlight?
  2. Customising Highlight to meet your Customers expectations.


Hosted by

  • Team member
    Craig Smith Technical Account Manager @ Highlight

  • Team member
    Moderator Alex Moderator of Webinars @ Highlight

  • Team member
    Mike Carey Sales Account Director @ Highlight SLM Ltd

    I have been with Highlight for over 6 years, first as a Technical Account Manager and subsequently as Sales Account Director.

  • Team member
    Mia Worthington Product Manager @ Highlight

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