This document discusses how the FCAPS framework for network management relates to the ITIL framework for IT service management. FCAPS focuses on technical network management aspects like fault, configuration, accounting, performance, and security. ITIL focuses more on service delivery, improvement, and support through its five core modules - service strategy, service design, service transition, service operation, and continual service improvement. The document provides examples of how specific FCAPS and ITIL components align and can be supported by ManageEngine products. It recommends starting an ITIL implementation with the technology-focused FCAPS model.

1. FCAPS from an ITIL Perspective ManageEngine OpManager The network monitoring software www.opmanager.com

2. FCAPS and ITIL – An Introduction FCAPS Heart of Network Management, since 1980’s. More of technical network management. ITIL v3 A new collection of good practices for the complete IT. More toward service delivery, improvements and support.

3. FCAPS and ITIL – An Introduction ITIL - Core publications or modules Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Sample Use case: VPN service Remote user access to corporate network Vendor negotiation,availability and security aspects Building the units, testing and deployment Handling day-to-day activities and resolving performance hiccups

4. FCAPS and ITIL – An Introduction ITIL – Core modules and their sub-elements Financial Management Demand Management Service Portfolio Management Service Level Management Service Catalog Management Availability Management Supplier Management Capacity Management IT Service Continuity Management Information Security Management Transition Planning and Support Change and Configuration Management Release & Deployment Mgmt Service Validation and Testing Change Assessment & Evaluation Service Knowledge Management Processes Event Management Incident Management Request Fulfillment Problem Management Access Management Functions Service Desk Technical Management IT Operations Management Applications Management Service Management Service Reporting Service Improvement

5. FCAPS and ITIL – An Introduction FCAPS – Network Management framework; Evolved from ISO Telecommunications Management Network. Fault Management Configuration Management Accounting Management Performance Management Security Management

6. Understanding FCAPS from an ITIL Perspective

7. F CAPS from an ITIL Perspective Fault Management Includes Detecting, Isolating and Resolving network problems Helps assure optimal user experience, reduce downtime, unacceptable performance degradations and mean time to resolve (MTTR). This core module is implemented in ManageEngine OpManager and Applications Manager

8. F CAPS from an ITIL Perspective From ITIL’s standpoint Service Operations Event Management Incident Management Event Management Process of detecting and make sense of them Determine the appropriate control action. Automating routine operations Comparing performance and behavior Act as basis for service assurance, reporting and improvement. Sample Use Case 50% 75% 90%

9. F CAPS from an ITIL Perspective From ITIL’s standpoint Incident Management Any disruption to a normal service Objective is to restore the service ASAP Include prioritizing an incident, assigning it to a technician, and unresolved or problematic incidents are escalated to higher levels. Incident Management is implemented in ManageEngine ServiceDesk Plus

10. F C APS from an ITIL Perspective Configuration Management Gathering and storing the network and system configuration information Tracks change Simplifies the change process The configuration information includes Hardware, Software elements and programming as well Example: A Cisco router, IOS and the startup and running configuration. Referred as Configuration Item (CI) in ITIL This core module is implemented in ManageEngine OpManager NCM Plug-in or Device Expert for Network devices and Servers and Desktop it is done by Desktop Central How does it help?

11. F C APS from an ITIL Perspective From ITIL’s standpoint Service Transition Change and Configuration Management Change and Configuration Management Process start after the procurement of the units Initial version is build during the service transition phase Subsequent base-lining improvement are made during Service Operation and Continual Service Improvement Also includes Remediation planning viz. back-out plan

12. FC A PS from an ITIL Perspective Accounting Management Facilitates better distribution of resources Measures the resource usage Helps reducing operational cost and Establishes better control This module is implemented in ManageEngine OpManager NetFlow Plug-in or NetFlow Analyzer and ServiceDesk Plus (CMDB) Sample Use Case

13. FC A PS from an ITIL Perspective From ITIL’s standpoint Service Strategy Financial Management Financial Analysis and Charge back Service Design Service Level Management If a service is used only by a particular team. E.g. Invoicing application service Service Operation Technical and Application Management (Function) If they are available to all the users across the corporate. E.g. Email service

14. Performance Management To understand the current network health and efficiency Helps prepare the network for future Includes measuring various performance metrics Ensures service availability and performance at an optimal level Remember unnoticed problems might lead to Event Management and Incident Management FCA P S from an ITIL Perspective This core module is implemented in ManageEngine OpManager and Applications Manager Sample Use Case 50% 75% 90%

15. FCA P S from an ITIL Perspective From ITIL’s standpoint Service Design Capacity & Availability Management Service Operation Technical and Application Management Continual Service Improvement Helps improve quality of service Includes standardizing and base-lining of quality achieved.

16. FCAP S from an ITIL Perspective Security Management Maintains the user and business information confidentiality Includes protecting the network from unauthorized users Controls overall activities and Ensures data security through authentication and encryption This module is achieved through ManageEngine OpManager NetFlow Plug-in or NetFlow Analyzer , EventLog Analyzer, Firewall Analyzer , Security Manager Plus and Password Manager Pro

17. FCAP S from an ITIL Perspective From ITIL’s standpoint Service Design Information Security Management Protects the availability, confidentiality and integrity of the information Service Operation Access Management (Process) Controls the level and extent of functionality or data a user is entitled to use. Technical and Application Management (Function) Is mainly for monitoring and auditing access trails

18. One important question to answer! Where to begin ITIL implementation? Base is always the technology view, so you can start with FCAPS and implement ITIL across your corporate FCAPS ITIL

19. About ManageEngine ManageEngine is the only IT Management vendor focused on bringing a complete IT Management portfolio to the mid-sized enterprise. Trusted by over 45,000 customers including 3 out of every 5 fortune 500 companies. Visit us at www.manageengine.com | For product demos, mail us at [email_address] | Call us at +1 888 720 9500

20. Summary FCAPS : The extended framework for network management. Stands for F ault, C onfiguration, A ccounting, P erformance and S ecurity Management ITIL : The 5 core modules. Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement How FCAPS relates to ITIL ? Where to start for ITIL Implementation The ManageEngine product that supports FCAPS and ITIL

21. Questions ? Thank you opmanager@ manageengine .com