The full Matcher service and support team is now ITIL accredited

What is ITIL?

ITIL is the globally recognised framework for IT service management, helping organisations align IT services with business needs and deliver value. It provides practical guidance for enhancing service delivery, efficiency, and continual improvement in modern digital environments.

Developed through decades of real-world experience, ITIL reflects a trusted approach across industries and operating models. It provides practical guidance that supports collaboration, performance, and continual improvement. https://www.itil.com/

Why it matters that all support personnel are ITIL qualified

1. It shows that our support processes meet recognised best practice
For fertility centres, this means every interaction with our support team follows a structured, globally recognised framework. Clinics can rely on consistent, accountable processes that help protect the continuity of lab workflows.

2. It creates a reliable and consistent support experience
With ITIL training, every member of the team uses the same approach, language, and decision-making structure. For clinics, this means faster understanding, clearer communication, and more efficient resolution of issues – especially during time sensitive procedures.

3. It reduces operational risk for centres and patients
When support staff follow standardised methods, the chance of inconsistencies is reduced and issues are resolved more accurately. This directly benefits patients by helping maintain the reliability of the systems safeguarding their treatment journey.

4. It demonstrates a long-term commitment to quality and safety
ITIL accreditation shows that service management is treated as a core part of the Matcher system, not an optional extra. For clinics, this means they are supported by a team that is trained, accountable, and continually improving – all of which contributes to safer, more resilient patient care.

Why ITIL was chosen for Matcher

1. ITIL focuses on value for the customer
ITIL is built around customer service. Every support process, from incident handling to release management, is designed to ensure that customers get predictable, high‑quality service. For Matcher end users that means:
• Quicker resolution of issues
• Smoother onboarding and updates,
• High standard support processes

“When a clinic calls, we know there’s a patient in the middle of their treatment,” says Alejandra Boix Scientific product consultant
“Being ITIL accredited gives us a clearer structure so we can respond faster and more accurately. That’s ultimately what brings value to the clinic — and to the patient behind the workflow.”

2. It gives us a consistent, professional support model
ITIL provides a common language and set of practices for everyone who touches the product. This benefits communications directly:
• messaging, SLAs, and customer expectations stay aligned,
• we can confidently promise reliable support because we operate reliably,
• escalations follow a known path, so reputational risk is reduced.

Why we invested in full-team training:
“I wanted every member of our team to be able to support a clinic with the same level of confidence and professionalism,” explains Tom Vogler, Service Delivery Director.
“IVF labs need reliability. ITIL gives us a framework to deliver that.”

3. ITIL improves efficiency across teams
Because ITIL 4 integrates practices across development, support, and operations, it fits perfectly with software products like Matcher.
It helps us:
• prioritise issues based on business impact,
• manage changes and releases safely,
• ensure every customer-facing issue is tracked, analysed, and learned from.
That means fewer reactive fire drills and more time spent improving the product.

4. It supports continuous improvement
ITIL is designed to be flexible and modern, helping organisations constantly refine the way they deliver support. For fertility centres, this means we are always improving our service using real data and feedback – reducing recurring issues, improving communication, and ensuring a smoother, more reliable experience for both clinics and patients.

Why continuous improvement matters to Matcher:

“IVF labs evolve, and so must the systems that support them,” says Tom Vogler, Service Delivery Director.
“We chose ITIL because it keeps us focused on long term quality, not quick fixes. The better we get, the safer and smoother the experience is for clinics and their patients.”