IT Infrastructure Library (ITIL)

See how Compuware Vantage supports ITIL

::White Paper Enabling business and IT integration: ITIL v3 and Compuware's IT Service Management Solution

Integrating IT and the business has considerable mindshare with CIOs, who continually look for innovative ways to prove the business value of IT services. ITIL, the widely recognized best practice, continues to evolve to address the changing requirements for IT - ultimately, IT service management needs to be more business-driven.
 
Vantage, a leading IT service management solution from Compuware, supports all five stages of the ITIL Version 3 life cycle by automating and integrating key ITIL processes. Vantage brings together business service management (BSM), service level management (SLM), end-user experience monitoring, infrastructure monitoring, applications analytics and Six Sigma techniques for continual service quality improvement. Furthermore, Vantage takes feeds from any other data sources such as configuration management systems (CMS), configuration management databases (CMDBs), service desks and more.

ITIL version 3 support from Vantage:

• Service Strategy: Vantage helps IT communicate the business value of their services to the business by providing visibility into critical processes. Vantage enables the ongoing governance, measurement and reporting of business services.
• Service Design: Vantage automates the following; 
  • Business Service and Technical Service Catalog: Vantage maintains the details of the IT services delivered to the customer, together with the relationships to the critical business processes and units they rely on. Vantage does this by mapping the critical business processes to the underlying IT services and components through the Vantage Service Model.
  • Service Level Management: Vantage measures and reports on complex SLAs and OLAs, which could include multiple service providers and/or in shared-services environment, to address accountability issues.
  • Availability Management: Vantage measures and reports on availability metrics at an infrastructure level for internal use, and reports on high-level business services and the critical business processes they support for customers.
  • Supplier Management: Vantage supports the process of managing multiple external service providers and internal providers by distinguishing the accountability of each provider and its respective Service Level Agreements.
• Service Transition: Vantage provides IT the Service Knowledge Management System to automatically turn raw data into meaningful information and wisdom.
• Service Operation: Vantage helps service support staff proactively manage services by measuring and reporting on service level compliance as well as detecting and prioritizing problem resolution based on business impact.
  • Event and Incident Management: The Incident Management process tracks the incidents and Event Management provides the management aspect. When considering event and incident management, Vantage ensures that every decision taken considers both business impact and service-level compliance.
  • Problem Management: Vantage allows problem managers to immediately detect, prioritize and fix problems according to the business impact.
• Continual Service Improvement: Vantage is the only IT service management solution with automated Six Sigma techniques to ensure service quality is continually improved. Techniques include Pareto Charts, Control Charts, Failure Modes and Effects Analysis, Sigma Process Value based on defects and opportunities, and more.

Vantage delivers true end-to-end visibility by showing how critical business processes affect underlying IT services and the components that support them. This business-driven approach is a perfect complement for organizations in the early stages of ITIL (or version 2) implementation or for innovative leaders embracing ITIL version 3.