IPcenter and ITIL

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  • 1. IPcenter and ITIL PROPRIETARY This document contains material that is the proprietary property of IPsoft. Disclosure outside IPsoft is prohibited except by licensed or other confidentiality agreement. Copyright © 2007 IPsoft Inc. All rights reserved. Trademarks and service marks of IPsoft include, but are not limited to, eServiceAdvantage, IPmon, IPpm and IPsecure.
  • 2. TABLE OF CONTENTS 1  IPcenter and ITIL v2 ................................................................................................... 3  1.1  Service Support ................................................................................................... 3  1.2  Service Delivery.................................................................................................. 4  1.3  Other ITIL areas .................................................................................................. 4  IPcenter and ITIL Page 2 of 4
  • 3. 1 IPcenter and ITIL v2 ITIL v2-based IT Service Management (ITSM)1 consists of two main areas: Service Delivery and Service Support. Service Delivery: • Service Level Management • Financial Management for IT Where do we want Vision and to be? business objectives Services • Capacity Management • IT Service Continuity Management (ITSCM) • Availability Management Where are we? Assessment Service Support: • Service Desk (a function, not an ITIL Process Area) • Incident Management • Problem Management How can we get to • Configuration Management where we want to Process improvement • Change Management be? • Release Management Other key ITIL areas include Security Management, ICT Infrastructure How do we know Management, Application Management that we have Metrics arrived? 1.1 Service Support ITIL Process Area… IPsoft processes and technologies… Service Desk (a function, not an IPpm (ticket management), IPradar (automated workflow ITIL process area) management) and IPescalate (escalation management and tracking) keep service desk functions running smoothly. Incident Management IPmon (monitoring and automated remediation) discovers and resolves up to 56% of events/incidents automatically, without the need for human intervention. Where incidents are recorded manually, IPpm, IPradar and IPescalate track them to resolution. Problem Management In addition to our regular service desk support tools, IPinfo (knowledgebase) supports the storage of information about known problems and solutions, a key element of Problem Management. 1 IPsoft’s tools, methods and processes are currently aligned with ITIL v2 best practices; we are actively studying the new ITIL v3 library, and are ensuring that our ITSM approach, going forward, is aligned with ITIL v3 best practices. IPcenter and ITIL Page 3 of 4
  • 4. ITIL Process Area… IPsoft processes and technologies… Configuration Management Cfengine (configuration and patch management), IPcode (code deployment and change control) and IPam (asset management) work together to support Configuration Management. Change Management Cfengine (configuration and patch management), IPcode (code deployment and change control) and IPam (asset management) work together to support Change Management. Release Management IPdeploy (new environment deployment) makes Release Management a smoother process. 1.2 Service Delivery ITIL Process Area… IPsoft processes and technologies… Service Level Management All IPsoft tools are service level-driven; IPcenter provides constantly updated status information and provides immediate notification of service level breaches. Financial Management for IT On average, customers deploying unified system Services management solutions realize 30% cost savings in the first year (Source: Gartner Group.) Specific IPsoft tools supporting Financial Management include IPam (Asset Management) and IPreports (capacity planning.) Capacity Management IPreports directly facilitates performance and capacity planning. IT Service Continuity Management An actively managed network environment is easier to replicate and recover; IPsoft partners with our customers to develop Disaster Recovery/Business Continuity plans that guarantee the ability of key business processes to keep functioning when adverse events occur. Availability Management IPmon (monitoring and remediation) and IPreports (capacity planning) help keep availability high. 1.3 Other ITIL areas ITIL Process Area… IPsoft processes and technologies… Security Management IPsecure offers robust security and patch management functionality ICT Infrastructure Management The entire IPsoft product family, with IPcenter at its heart, facilitates better, lower-cost and high-return infrastructure management. Application Management IPcode and IPdeploy support Application Management. IPcenter and ITIL Page 4 of 4