More than ever before, IT infrastructure is both a key enabler for business strategy and the source of competitive advantage in many industries. At the same time, technology infrastructure that supports business has grown rapidly in scope and breadth, becoming more and more complex. Due to this, IT executives are being asked to reduce risk by keeping new technology investments and ongoing support of existing IT solutions directly aligned with business objectives.

The important aspect now is that IT enters into an era where operational excellence counts, IT organizations are focusing efforts to improve IT service level by reducing service delivery and service support costs.

To achieve operational excellence, companies are turning to industry-recognized IT process frameworks to drive incremental improvement. The IT infrastructure Library, popularly known as ITIL, is emerging as the de facto industry guide with respect to IT service delivery and support processes.

What is ITIL?

The Information Technology Infrastructure Library (ITIL) is a framework of best practices intended to facilitate delivery of high quality IT services. ITIL outlines an extensive set of management procedures that are intended to support business, to achieve financial quality as well as valued IT operations.

Although ITIL provides guidance on common set of best practices, each implementation of ITIL is different and can change based on the various needs of the organization. The flexibility of ITIL framework is one of the key factors driving its growing success.

Different Components of Kovair’s ITIL Implementation

Kovair’s IT Operation Management provides an integrated out-of-box solution for managing and automating critical IT operation functions, including Service Desk, Incident Management, Problem Management, and Change Management.

Service Desk: Also known as Helpdesk Services, the primary goal of IT Service Desk is to provide single point of contact for customers and users to facilitate the restoration of normal service with minimal business impact. In addition it also provides the natural channel for all inquiries regarding all IT services.

Incident Management: ITIL defines an incident as “Any event that is not part of the standard operation of a service that causes, or may cause, an interruption to or a reduction in the quality service”.

The primary goal of ITIL Incident Management process is to restore normal service operation as quickly as possible and to minimize the adverse impact on business operations, thus ensuring that the highest possible operations, thus ensuring that the highest possible levels of service quality and availability are maintained.

Problem Management: Problem is the cause of one or more incidents. The primary goal of the ITIL Problem Management process is to minimize the adverse impact of errors within the IT infrastructure and to prevent recurring incidents related to these errors. The reactive aspect of these goals is to quickly solve the problems in response to one or more incidents. The proactive aspect of these goals is to reduce the overall number of incidents.

Change Management: Change is inevitable, and the rate of change in technology is increasing. Business logic, processes and models changes constantly in order to adapt to the economic climate, competitive pressures, and the opportunity to create through change and innovation. Change management for IT operations is critical to improve availability, performance and throughput.

The goal of Change Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes, in order to minimize the impact of Change-related Incidents upon service quality, and consequently improve the day-to-day operations of the organization.

Kovair Global Lifecycle’s Implementation of ITIL
Kovair implements different components of ITIL using multiple Entities and their relationship. From the above descriptions of the ITIL components of Service Desk, Incidents, Problems and Changes – it is not surprising that they are often related to each other. A Service Item can be related to an Incident. Multiple Incidents may be due to one or more Problems. And resolution of one or more Problems may necessitate multiple Changes. For Traditional implementations of these service areas IT organizations typically depend on different tools often from various vendors. Kovair Global Lifecycle has one of the few ITIL solutions in which a single application serves all the components of ITIL. The following are the salient features of the ITIL implementation of Kovair:

• Implements Help/Service desk, Incidents, Problems and Change Management.
• Individual custom Automated Process for each ITIL component
• Custom many-to-many relations between Help/Service desk, Incidents, Problems and Changes
• 100% web based access allows distributing the IT operation service providers  over various locations
• Easily integrated with Corporate website, Portals or Dashboards
• Highly scalable architecture to support hundreds of thousands of end users

Kovair’s Omnibus, Integration Bus for IT™ and ITIL ecosystem
Though Kovair’s implementations of ITIL services in a single application helps any organization to save substantially in terms of professional service, training, administration and maintenance cost and effort, many organizations have already invested in existing tools providing some of these services.  Using Omnibus, Integration Bus for IT™ Kovair Global Lifecycle can be integrated with any of these third party or internal tools and applications very easily. The integration allows creation of an echo system of IT tools even when before Kovair there was no integration between these IT tools.