Today, an IT-driven, customer-centric business approach isn’t a luxury — it’s imperative. More and more businesses are moving out of a cost-centric view of their IT potential and into a realization that IT can transform business processes. This white paper shows how you can maximize your IT function by leveraging ITIL best practice processes. These guidelines can help you effectively manage IT changes, assets, personnel and service levels all while reducing costs—going beyond simple IT asset management to deliver proactive IT business improvements.
Asset and service management solutionsWhite paper
Support implementation of ITIL-based processes with
a unified approach to managing assets and services.
December 2006Support implementation of ITIL-based processes with a unified approach to managing assets and services.
OverviewContents Until recently, internal IT departments have been relatively insulated from
2 Overview the corporate concerns of staying ahead of the competition. Certainly, IT has
3 Establish ITIL processes to align IT always existed in support of maintaining a competitive advantage, but that
with business objectives support has been largely tactical, given that IT has historically been viewed
4 Two core products generate a single as a cost center, not a strategic business unit.
comprehensive view 5 Integrate ITIL processes with the IT Things have changed dramatically in recent years as more and more
environment businesses are moving out of a cost-centric view of IT's potential - and into
5 Optimize ITIL service support a realization that IT can transform business processes. This phenomenon
processes is largely driven by increased competition in the marketplace, and the
5 Configuration management understanding that moving toward an IT-driven, customer-centric business
7 Incident management approach isn't a luxury - it's imperative.
7 Problem management 8 Change management IT operations are increasingly expected to operate as a business unit, and
9 Release management with this expectation comes a slew of new challenges: improving performance,
10 Help improve ITIL service delivery reducing operational costs, driving effective organizational change (via new
processes processes and technology) to support IT's bid to succeed in this new role and
10 Service level management demonstrating the business impact of the department.
13 Availability management 13 Maximo asset and service Yet, how does a legacy IT department transform itself into a business unit
management solutions deliver capable of delivering proactive, responsive service management across the
extended benefits organization? How does it provide not only the technology, but also the
15 Conclusion services, budgeting forecasts and metrics required to support the business
16 For more information goals of the company?
16 About Tivoli software from IBM Failure can mean IT remains a nonstrategic cost center and its leader - the CIO - has no voice in strategic business decisions, or as is the trend recently, IT is outsourced completely. It's a case of evolve or die, and the stakes are high for both the department and the organization it supports. This paper discusses how IT can function more effectively as a business Support implementation of ITIL-based processes with a unified approach to managing assets and services.
unit, by using asset and service management solutions to implement and Highlights ® ®support IT Infrastructure Library (ITIL )-based processes for managing:
. Configuration.. Incidents.. Problems.. Change.. Releases.. Service levels.. Availability.
Establish ITIL processes to align IT with business objectives ITIL provides a nonproprietary, concrete framework for implementing service ITIL provides a nonproprietary, concrete framework for implementing service management best practices that are aligned with overall business objectives. management best practices that align Basing IT processes on ITIL guidelines enables organizations to more with overall business objectives effectively manage IT changes, assets, personnel and service levels - going beyond simple IT asset management and service desk applications to deliver proactive IT business improvement. A well-implemented service can help:
. Reduce the occurrence of IT failures.. Improve service levels and customer satisfaction.. Reduce fixed and variable costs.
This helps IT to develop credibility, improve performance, reduce costs and achieve business effectiveness and efficiency in the use of information systems. Moving toward a service oriented IT model is daunting but possible - especially given the best-in-breed service management software tools that are available and specifically designed to facilitate ITIL processes. ... [download for more]
