ITIL Service Delivery and Support Solutions

How IT Gets Done

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.

We Can Help

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.