Your IT Infrastructure provides the services that
support all of your business processes. From
application hosting to desktop support, the smooth
delivery of IT services is crucial to keeping your
business running. Effective IT service delivery
management will maximize efficiency and stability,
securing an edge against your competition.
We understand the industry-accepted best practices
to manage the delivery of IT Infrastructure
services, and can assist you to implement these
practices in your environment.
The IT Infrastructure Library (ITIL) is a set of
guidelines for service management that have been
widely adopted by forward-looking enterprises.
These guidelines address the fundamental processes
of both Service Delivery and Service Support.
The Service Delivery components are shown in the figure below.
The core Service Support processes are shown in the figure below.
At Vivatas, we have hands-on experience implementing
these best-practice processes in world-class
enterprises. We know how to bring the abstract
process definitions down to the real world of IT
service delivery. We know how to select, customize,
and deploy the tools that will best support these
processes. We can integrate these tools to your
existing enterprise systems, and we can train your
staff to use them effectively.
Here are some examples of projects we have
implemented to improve the IT Infrastructure service
delivery for our clients:
Automated Desktop Support infrastructure: We
deployed an integrated collection of tools to manage
every desktop and laptop in the company, supporting
automated inventory discovery, software
distribution, application protection and healing,
remote control capability for the service desk, and
complete standard image management.
Integrated Asset/Change/Incident
Management system: With this central database, the
client can track such vital information as: all
problems reported against a given IT asset, any
changes made to an Asset in a given time frame, the
incidents that were raised that prompted a given
change request, and so on. The tight integration of
these three functions has proven invaluable to
keeping an accurate representation of the
'real-world' infrastructure.
Correlated Event management system: There are
many systems that provide often copious streams of
events from IT infrastructure components. We were able to tie an event correlation engine with a centralized asset configuration database, including topology relationships. This allowed the event stream to be distilled down to just the most significant events. We then took the integration two steps further by (1) automating the creation of tickets in the incident management system based on this distilled set of events, and (2) completing the loop by clearing the event from the event console when the incident ticket is marked as resolved.
Business Service Management: Finally, by representing higher-level business services as entities within the central database and linking them to their component assets, we were able to directly determine the impact of these correlated events on critical business services such as messaging, e-Commerce, or order fulfillment. The overall process of Business Service Management implemented here represents the state-of-the-art in IT Infrastructure Management.
To find out more about how we can help improve
your IT Infrastructure Service Delivery, please contact us at
info@vivatas.com or call us at (832) 550-2983.
