A modern approach to the management and organization of IT services requires various management and monitoring systems that can automatically control the functionality and detect malfunctions in servers, operating systems and applications, data networks, network services and IT-teams. All systems of this kind are focused on meeting the needs of the company's life.
Information technology has become as much a mandatory element in the activities of the enterprise of any field, as well as the presence in the structure of the personnel department. They are widely used, and their impact is becoming increasingly important in terms of increasing the competitiveness and efficiency of business. Previously the main one was the information infrastructure which resulted in the overall automation of IT-processes. But the availability of computers and software without formulating a proper vision of development and prospects is not able to properly build a system of IT-services. Moreover, in conditions when production and business- processes do not take place in a vacuum, but are influenced by external trends and are forced to adapt to the surrounding realities. In these conditions, even with modern administration tools, IT-process management becomes a difficult task.
ITSM and ITIL
IT-infrastructure management is called ITSM (IT Service Management). ITSM is an advanced method of managing and providing IT-services. If we talk about its essence it consists of a set of actions and processes that support the IT-service throughout it's life cycle: from design to customer delivery, including change management, incidents, problems, tasks and knowledges.
The purpose of implementing ITSM is to increase the efficiency and versatility of IT-services while reducing maintenance costs. According to statistics 45% of information technology problems require the help of an IT-employee to gather information about software. ITSM allows you to receive this information remotely, which reduces labor costs by about a quarter.
Automation of routine tasks and a single data environment help to improve methodology, communication and speed up the work of services. Tracking completed tasks and assessing employee productivity simplifies the distribution of the workload of the company's IT-team, as well as assessing its effectiveness.
ITSM system provides an opportunity to see the full picture of the organization's IT- infrastructure and software with a detailed history of change. It also provides a detailed description of services and deadlines. You can process numerous service requests at the same time, regardless of the channel through which they were received: by phone, mail, chat, social network or from the client portal. The system offers the necessary steps for each stage of task processing: from its registration to closing.
The tool allowing to reach the set purposes in management of an IT-infrastructure of the enterprise is the library of ITIL (Information Technology Infrastructure Library) — a set of practices and manuals for the management of IT services, which focus on bringing them into line with the needs of the enterprise. It contains a set of rules and recommendations on what to do and what services to provide. In the context of ITIL, a service is defined as a means of delivering value to customers by facilitating the results that customers want to achieve, without liability for certain costs and risks. ITIL has undergone several major changes since its initial development more than 20 years ago. The latest version is ITIL v4.
Requirements for methodology and tools for managing ITIL processes
The ITIL methodology is defined in a five-step service lifecycle model. At ITIL, the goal of an IT organization is to manage all IT services throughout their life cycle. Each stage of the service life cycle has its own unique goals and consists of service management processes that contribute to this goal. Each process consists of a set of actions, roles and responsibilities that need to be performed.
Let's look at each stage of the ITIL methodology and how the processes in it can help IT-organizations improve the provision of IT- infrastructure management services.
ITIL service strategy
You need to have a strategic approach to managing IT-services for IT-departments to meet the needs of the organizations they serve which helps to understand business needs and help meet those needs through IT.
ITIL service strategy is the first stage of the service lifecycle model. It's goal is to align IT- service management and decision-making with business goals, and to ensure that investment decisions made by an IT-organization are strategically aligned with business needs. In this regard, it is necessary to consider the possibility of automating regular updates of software, OS, applications used.
Service design and management architecture
In the ITIL service strategy, the organization makes strategic decisions about what new services and opportunities it will develop to serve the business. The selected service providers should have carefully designed service level agreements (SLAs) to ensure that they perform their tasks in the most efficient way that meets the needs of the users. By managing the level of service (SML) organizations ensure the proper implementation of service level agreements.PASSING TO ITIL SERVICES
Through service design processes such as risk management, service catalog management and availability management, the IT-organization performs its comprehensive verification actions to ensure that the newly developed service will be beneficial to the organization.
Transition to ITIL services IT-services that have undergone the design process move on to the next stage of the lifecycle mode, known as the transition to ITIL services. The processes at this stage describe the best practices of IT- organizations in managing production and deploying new IT-services for the organization. Changes and improvements to existing IT- processes are also being made in the service delivery process. In addition to service validation and testing processes, release and deployment management, and application development, ITIL Service Transition also offers best practices to ensure a smooth, streamlined change process and effective knowledge management in IT- organizations.
The fourth stage of the service lifecycle model is known as ITIL Service Operation, and its purpose — is to provide recommendations, implement best practices that will help IT- organizations to provide IT- services efficiently and effectively. Once the service has been established and deployed for customers, IT organizations continue to be responsible for maintaining, collecting statistics, analyzing, maintaining, and updating applications, including providing technical support and resolving incidents.
ITIL Service Operation includes a number of important processes for IT- organizations, including implementation, incident management, query execution, event management and problem management.
Continuous improvement of ITIL service
Continuous Service Improvement (CSI) is the final stage of a five-step service lifecycle model the main aim of which — is to ensure that an IT -organization gains knowledge from its past successes and failures. CSI is an ongoing process that over time improves service delivery based on the recommendations and initiatives of real-world methodologists. IT-organizations use processes such as service analysis, event processing automation and evaluation to track processes, identify opportunities for improvement and launch efficiency initiatives.
IT-infrastructure management software, no matter who develops it, has a similar architecture. The software is installed on the software, which performs several tasks simultaneously — access control, monitoring of the IT-infrastructure system (including mandatory servers), automated processing of statistics, software inventory.
Advanced technologies in the field of maintenance and management of IT-infrastructure.
IIT Distribution specializes in the sale of software in the field of monitoring, management and efficiency of IT-infrastructure. We position ourselves as a classic Value Added Distributor, as our cooperation with the client is not limited to the sale of relevant software for the project, but also covers its methodological support.
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