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You can read about how OmniVision automates and supports the implementation of ITIL in the sections below, or download the OmniVision and ITIL Brochure (click here).
Within ITIL, Service Support is the effective practice of those disciplines that enable IT Services to be provided. These disciplines are the basis for driving the quality and stability of the underlying IT Services, and are essential to the effective management of IT as a service.
Goal: Identify the cause of critical or recurrent incidents and provide solutions that help to prevent these problems from reoccurring. Allow managers to proactively identify infrastructure components that could present similar problems in the future.
OmniVision delivers: Automatic trend analysis and historical reports that allow for immediate identification and isolation of recurrent problems. Web-based reports correlate new problems and/or performance brown-outs with abnormal behavior within the distributed IT infrastructure.
Goal: Create a primary source of information on distributed IT infrastructure components and the relationships inside the organization in order to ensure management control of these components.
OmniVision delivers: Automated collection of configuration information about the observed systems makes it possible to validate and verify attributes of elements within the Configuration Management Database (CMDB).
Goal: Ensure that standardized practices and processes are used to manage changes in order to minimize the impact on service quality.
OmniVision delivers: Historical reports automatically evaluate the impact of changes on distributed servers. For instance, OmniVision automatically compares the behavior of each server (in terms such as the risk of resource saturation and the observed performance levels) before and after a change. This before and after comparison quickly identifies the positive or negative effect of changes and can be used to validate the effect of actions taken after a performance issue.
ITIL defines Service Delivery as the management of the IT services themselves. Service Delivery, involves a number of management practices designed to ensure that IT services are provided as agreed between the service provider and the service's customer.
Goal: Define Service Levels between IT and its users using objective measurement criteria in order to report and improve service levels within predefined cost constraints. Identify the service scope, collect needs expressed by clients and measure service quality delivered by the IT Operations.
OmniVision delivers: OmniVision calculates, tracks and automatically publishes metrics geared towards both IT infrastructure and business objectives. These reports deliver the essential elements for SLA measurement (availability, uptime, system performance, application performance, …). These SLA metrics are evaluated and enforced within user-defined service windows to provide an accurate measure of the true service level achieved.
Goal: Verify that performance and usage of IT resources correspond to current and future needs, at a justifiable cost in order to reach performance objectives as defined by the SLAs.
OmniVision delivers: The Capacity Database (CDB) automatically built and continually maintained by OmniVision contains both capacity and resource usage for each component, consolidated across multiple time periods (days, weeks and months). Used to drive Resource Capacity Management (RCM), the Capacity Database bases its analysis on overload risk metrics that OmniVision calculates based upon resource saturation levels. The automatically-generated web-based reports provide a continual view of capacity and utilization clearly identify when servers are either overloaded or under-used, based upon both day-to-day and long term analyses. If capacity management is an area of interest for you or your organization, download the OmniVision and Capacity Management White Paper (click here).
Goal: Ensure that service is available when required by users or customers, within the predefined cost, as specified in the corresponding SLAs.
OmniVision delivers: OmniVision collects and analyzes information about availability and publishes reports on those measurements, determining whether service levels defined by SLA have been reached or breached. Complex situations - those linked to composite applications, clustered servers or virtualization - are automatically recognized and managed by OmniVision.
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