During System Center Universe Europe in Basel, Savision hosted a session titled “Are ITIL and System Center BFFs”, where I was invited to host the session accompanied by the great Microsoft MVPs, Robert Hedblom, Kristian Nese, Thomas Maurer and Kevin Greene.
The session topic was to find better ways for organizations to improve the quality and efficiency of their IT Service delivery using the ITIL framework and System Center.
A lot of great questions were raised but there was one question that I want to elaborate a little bit more ön:
”Which processes would you recommend to start with when working with ITIL?”
To get a good start with ITIL a recommendation would be do start using the following 5 processes.
- Service Design management
- Incident management
- Service Request management
- Event management
- Availability management
This ensures a good base with the processes that’s relatively easy to implement and gives a good return on investment early. They are also very tight integrated together and take care of the first step to be reactive in a structured way.
Even though most start with incident and service request it’s a really good idea to start the mapping of the systems and applications the IT-department are managing to the business processes it supports and the customers consuming them to build a basic service catalog for future use.
Applications or systems like Microsoft Exchange should be converted to an IT-service named Corporate Email if that’s the business process it supports.These IT-services will play a central part in the rest of the ITIL processes.
2.Incident and service request management
The majority of organizations starts their adaption with the incident and service request management process.
What makes this relatively easy to implement is the fact that most organizations already have some kind of service desk function in place and that they could in a short period of time see some positive results after the implementation of the processes.
This is a good starting point for most organizations but be careful when forwarding too much to the incident management processes and start working with the event management process to filter unnecessary work items.
The next process to look into is the event management process that most IT departments have an organization for and that’s IT-operations.
Event management handles how we monitor, collect and maintain events that could be forwarded to other processes. Event sources are usually collected from the data centers.An event is not only something that could be collected in an event log but anything that’s being generated in your IT environment. This could be an alert when a failure occur or just the current disk usage or used bandwidth. You could say that events happens, whether or not you choose to collect them.
Event management also takes care of how we manage new or changed event detection like installing, updating and tuning management packs for Operations Manager and other event sources.The key concept of event management is to have a process together with a primary event management system where all events are being gathered and managed. It’s also a source for discovering configuration items and their properties to be used in other processes.
Implementing event management helps your organization to deal with questions like; How do we tune our management packs? What alerts should have which priority and severity. Everything should be predefined in the process depending on where they should be delivered.
Even though everybody is talking about Service Level Agreements the process to take care of before is the availability process where you monitor and measure your uptime of your IT services.
But before this can be done there is some service design work to be done and that is to map and model your applications and systems to IT-services.
And not to forget, make sure you give the incident staff the possibility to map manual incidents to the services and not only forwarded incidents from the event management process. This will give you the control to improve you monitoring when the event management process doesn’t catch them and to give a complete overview of the delivery of your services.
To be competitive and to show your true value to the business you need to deliver better quality, efficiency and control of your IT-service delivery.
With this as a starting point you have the possibility to always go back to the availability of your IT-services to see if you got better when implementing a new process like change, capacity, problem or release for example.
So by working with the ITIL framework supported by System Center you have the tool set to if you got better over time. Because in the end, that’s what really matters. Did we improve in the delivery of our IT-services?
About Jonas Lenntun
CEO, Solution Architect at Approved Consulting
The experience as CEO and former CIO with an understanding of IT challenges, combined with the deep knowledge about Microsoft System Center, ITIL and Analytics is what led Jonas to unique IT business insight. This is what has made him stand out and drive successful implementations within Microsoft System Center.
Approved Consulting delivers a solution that gives organizations a converged toolset and work procedures for implementing or working with IT Service delivery based on the Microsoft platform.
Together we combine our experience and expertise with the leading vendors in technology for managing, analyzing and improving IT processes, goals and resources.
About Savision Live Maps Unity
Savision is the market leader in Business Service and Cloud Management solutions for Microsoft System Center. Savision’s flagship solution, Live Maps Unity, is a strategic solution that enables Business Service Management for Microsoft System Center. Live Maps Unity dynamically maps and visualizes your monitored IT components into business services, such that it becomes very easy for all stakeholders in your organization to understand what the impact and root-cause of service outages are or even prevent them before they occur. It offers out-of-the box dashboards for C-level management, Service Owners, IT Management, Helpdesk, as well as Application and Infrastructure Engineers. And, the best part: Live Maps Unity includes unlimited, fast, lightweight, HTML5 SCOM dashboards.
Live Maps Unity has already been adopted by over 700 organizations worldwide; from small to medium business, governmental bodies as well as Fortune 500 companies operating in different fields, such as technology, oil and gas, retail, education, financial services, healthcare and many more. Visit www.savision.com for more information.