Secuenzia

The aim of Secuenzia is to collaborate in the optimization of the computer services of his clients, becoming allied with them to contribute value to the organization.

Modules Provision of service.

Modules Support of the service.

Frequent errors implantation.

Conclusions.

Modules Provision of service

The process of the provision of service under ITIL can be seen in the following figure:

Service Level Management (SLM):

SLM are all the activities and necessary measures to enable and support the optimum use of the systems and technologies of information and communication in order to reach the Service Level Agreements and business goals.
The aim is to keep and improve the quality of services, through the established agreements with the client, monitoring and conducting the necessary reports of the actions that can cause a loss of service.
Different agreements are generated in the management of the service level, SLAs (Service Level Agreement) and internal service agreements or OLAs (Operational Level Agreement) needed to guarantee the quality of the services.

Management of the capacity:

This is the process of development and maintenance of the tactical and strategic plans that allows the verification of that they conform to the needs of business, through the continued monitoring of operating environments. The main objective of this process is the efficient use of TI resources complying with the service level established.

It is in charge of providing the necessary capacity to process and save the data, in the right time and efficiently. We want to achieve balance: it means not to buy the largest box, or buy some component quickly because is urgently needed to continue giving service.

Management of the availability:

This is the coordination process of information, tools and necessary procedures to maximize the availability of Service and that allows the business reach its aims.

Besides, the companies depend more on technology every day, technological development increases and there is more diversification of hardware and software in the organizations. This causes to new and old technologies to have to coexist together. To remain a few hours without service can cause a serious impact in the organization.

Management of the continuity:

The aim is to give support in the management of the processes when some disaster happens assuring that the technical resources including systems, networks, applications and elements of communications can be recovered according to the levels of established services.

In many organizations they think that the management of the continuity is not important, that they will not use it or it is considered like a luxury and that there is not necessary any resource for this task, though the statistics show that the disasters can be quite common.

Modules Support Service

Management of the configuration: (asset management and managing relations)):

This is the process that regulates the changes in the configuration of the machines and software and also the maintenance of systems configuration diagrams. The main objective of this process is to facilitate the integration of setup activities through platforms and technologies.

Benefits:

More control over the elements of technology.
Control of assets and costs.
Compliance with legal and contractual obligations.
Increases the quality of rendered service.
Better control of changes.
Improving the maintenance: Decrease incidences.
Increase security: Control of use of unauthorized SW.
Contribution to the launching of a Contingency Plan.

Construction of an CMDB: (Configuration Management DataBase):
It contains all the information on details of any component of the infrastructure and relations with the rest of processes.

Change Management:

The aim is to ensure stable and flexible environments through the use of standards methods and procedures, and efficient in costs and times.

Functions:

To value the need of change.
To ensure the validity of changes.
To minimize the risk of change.
To authorize and provide resources to make changes.
To ensure that changes are implemented efficiently.
To control changes and evaluate the impact.
To monitor and report the implementation.
To review and close RFC (requests for change).

We can see the overall process of change as ITIL in the following figure:

Management of incidences:

We deal as incidence, any event that is not part of the usual operative of a service and it causes or may cause an interruption or reduction of the quality of the service.

The aim is to restore the operative of Service as soon as possible, so that involves minimal disruption for business, assuring that the better Service Levels and availability than could, are achieved.

The Service Desk plays a crucial role in the process of incidence management. It acts as central point of contact between the user and the service management of technology, and provides an interface for other activities as Change Management, problems, configuration, levels of service, continuity, etc. We must to emphasize that the Service Desk is focused on the user and not in the incidence and that it must be proactive, it is concerned to contact the users, and it follows the established SLAs in order to resolve an incidence.

Management of problems:

According to ITIL a problem is the underlying reason of one or more incidences.

The aim is to minimize the impact of incidences and problems in the business caused by mistakes in the infrastructure of technology and to prevent proactively that incidences, problems or mistakes could happen.

It is a good practice to create a database of incidents and problems knowledge. If errors are known we do not lose time in its resolution.

The management of incidences tries to restore the service as soon as possible. On the other hand, the management of problems tries to locate the reason of the incidence, after its resolution and prevention.

Frequent errors in the introduction of ITIL

Managers do not take part in the project.
Unrealistic expectations that could not be fulfilled as for example, the management and solution of problems in 2 months.
Not to have the thought of a project and not deal it as such.
To make the configuration management and the management of changes after having the tool to do it.
To make the management of changes without knowing what is CMDB.
When production begins, it cannot be separated from the management of change.

Conclusions

Many companies have a low maturity degree. There is a famous sentence: "while it works...", yes, it has to work, but there are many ways of making an application, a project or a simple change in order to work with appropriate service levels, without exceeding too much either in time or costs. What happens with the maintenance? For software projects it is essential to have a methodology for control of changes and management of the configuration.

To make an ITIL implementation you have to know what you want to achieve in the management of processes, managers should support it and people involved in the organization should be formed in ITIL.

Companies are taking the management of incidents and problems in a first place because it is more visible, then they continue with the following phases: configuration management and management changes. Configuration management, management of changes and beginning of production management use to go together in small or medium companies.

It is necessary to think that a cultural change is going to happen in the company, because people, processes and tools must participate together.