The Information Technology Infrastructure Library (ITIL) is a framework of best practice approaches intended to facilitate the delivery of high quality IT services. ITIL is published in a series of books, each of which covers a core area within IT Management. This book outlines an extensive set of management procedures that are intended to support businesses in achieving both high financial quality and value in IT operations.
Case Study - ITIL Best Practice
Problem
To reduce the number of incidents occurring as well as decreasing the mean time to repair (MTTR), the bank needed to gain better visibility of likely impacts and better understanding of the underlying problems. According to the ITIL best practice framework the bank needed to define what they had and how to describe each element, as well as defining which critical applications, processes and functions to prioritize.
Solution
The bank implemented Tideway Foundation to serve as a configuration management database (CMDB) for the IT infrastructure. Foundation's low-impact agent-free indexing keeps the CMDB current and accurate, allowing high quality reports to be generated on demand with minimal resource requirements.
The visibility provided into the configuration of the environment serves as the basis for efficient Change Management, Incident Management and Configuration Management
Benefits
•Automating the initial creation and population of the CMDB reduced the time previously taken to build a manual snapshot by 60-70%
•Time taken to update and maintain the CMDB was reduced to 1% of the previous manual effort
•The CMDB data is now accurate, timely, complete and consistent, and therefore trusted and actionable
•Change impacts can be accurately predicted reducing the effects of errant change
•Root causes of incidents can be found significantly faster, reducing downtime.
To find out more about this you can go to http://www.tideway.com/Customers/ITIL_Best_Practice
Tideway is the market leading provider of Application Dependency Mapping Solutions.
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3 comments:
Yes, ITIL will tell them WHAT to do and they will have to decide HOW it needs to be done. I think the reason is because every business will use different approach to get the same job/project done.
Among the ITIL benefits, my attention go to the "root causes of incidents can be found significantly faster, reducing downtime". In comprehesive system environments, finding the root causes of incidents is not an easy job. Once the root of the problem is identified, it can be resolved quickly. I have seen several network trouble shooting software, but haven't seen one for large applications. Thoght ITIL would be a good choice.
I think the bank did a good job by first defining which critical application, process and functions to prioritize. This is a huge process for most businesses.
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