ITIL & ITAM Consulting

ITIL Strategy and Implementation

Information Technology Infrastructure Library (ITIL) is a compilation of best practices for managing IT services developed by the United Kingdom's Office of Government Commerce (OGC). These books describe a framework and process methodology that have become a global standard. They are the only comprehensive, non-proprietary, publicly available guidance for IT Service Desk management. There are other organizations who provide professional services, analysis, and other support for implementing a fully compliant IT management system. RightXperience provides guidance with necessary tools to enforce ITIL and other compliance issues.

Change Management

Change Management controls the process to request, manage, approve, and control changes that modify your organization infrastructure. This includes assets, such as your network environment, facilities, telephony, and resources. Change Management automates the approval process and eliminates the need for memos, e-mail, and phone calls.

RightXperience uses HP Openview ServiceCenter as a tool to implement Change, Request and Release Management.

Asset Management & CMDB

In Configuration Management, a company's assets are referred to as Configuration Items (CIs) and comprise items of value to the company, such as software, hardware, or furnishings. Configuration Management identifies, defines, and tracks organizational CIs by creating and managing records for those items.

If HP OpenView is used to implement CMDB, other HP OpenView ServiceCenter applications can then access these records from a central repository. For example, when you create an incident record, Incident Management can access the hardware component details from the database and populate the new record with that information. This significantly reduces the time spent to resolve the incident, as well as alerts you to other potential incidents due to component relationships and dependencies defined in the database.

Service Catalogue Development (using ServiceCenter)

A Service Catalog contains a comprehensive list of enterprise products and services available to internal and external customers, depending on their business role. Users submit service requests that follow the usual planning and approval workflows. ServiceCenter fulfills service requests by using an internal interface to route the requested data to the appropriate ServiceCenter application. The application that delivers the requested product or service opens any required fulfillment tasks.

Service Catalogs support the Information Technology Infrastructure Library (ITIL) goals for Service Management. They integrate seamlessly with Service Level Management to measure and report on service level objectives for service request fulfillments. Service Catalogs set expectations for both customers and service providers about the delivery, quality, and level of services. Any ServiceCenter Business Service owner can create or maintain a Service Catalog using a simplified ServiceCenter interface and wizards to guide them in adding or changing service offerings.

Incident Management

Incident Management automates reporting and tracking an incident, or groups of incidents, associated with a business enterprise. Incident Management enables you to identify types of incidents, such as software, equipment, facilities, network, and so on, and track the resolution process of these incidents.

Incident Management is more than a message service. The appropriate personnel can escalate and reassign incidents. Incident Management can also automatically issue alerts or escalate an incident that is not resolved on a timely basis. For example, if a network printer is disabled, a technician or manager can escalate the incident to a higher priority to ensure the incident gets fixed quickly.

Problem Management

The goal of Problem Management is to minimize the effects of incidents caused by errors in the IT infrastructure and to prevent their recurrence. Problem Management enables you to identify the underlying reason for one or more incidents, implement workarounds, identify known errors, and provide permanent solutions. The long term benefit is a reduced volume of incidents as well as saved time and money.

The benefits of Problem Management include improved service quality and reliability. The number of recurring incidents should decrease as you increase the number of permanent solutions. As your Problem Management system matures, the amount of elapsed time in the find-to-fix ratio should decrease.

Service Level Management

The goal for SLM is to maintain and improve IT Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT Service achievements and instigation of actions to eradicate poor service – in line with business or cost justification. Through these methods, a better relationship between IT and its Customers can be developed.