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What ITIL promises - and what most
companies get
ITIL®v3 is all about the alignment between IT and
the business¹. This makes a lot of sense, as many
IT teams usually concentrate most on isolated technical
components than on the real Business Services they should
be supporting.
Proper Service Management is the key to obtaining benefits
such as:
- Higher quality IT services
- Improved service availability
- Increased user satisfaction with IT
- Implementing continual improvement
- Demonstrating the business value of IT
- Using IT to obtain competitive advantage
- Achieving and demonstrating proper IT governance
- Developing IT and business relationships and partnerships
Unfortunately most enterprises implementing ITIL recipes
may end, after several months or even years of effort,
with an adequate Help Desk, automated inventory tools
and, if they were lucky and there was no cultural resistance,
a more strict change management process.
But where is the promised value? Where is the Return
on Investment for such efforts? Where is the alignment
between IT and the business? How can a real, practical
continual Service Improvement process be put in place?
Soon, some enthusiasm is lost, the budget for more
ITIL transformations is difficult to obtain, and things
slowly return to their status quo.
Real IT and Business Alignment
Starts in Operations
With Tango/04, it is worlds easier to unlock the ITIL-promised
benefits. By offering true IT-Business alignment right
from Operations, in a practical, easy-to-deploy way,
proper Business Service Management for the most critical
applications and processes can be achieved rapidly (in
a matter of days).
Tango/04 can be an ITIL "Quick Win" with
solid return on investment: higher availability, continual
improvement of services and improved Business and IT
relationships.
Get the Business Perspective
Tango/04 matches the end-user's true perception of the
service, thank to its advanced end-to-end service monitoring,
innovative service modeling, and tactical (real-time)
and strategical (proactive) SLA management. Instead
of monitoring just individual components, Tango/04 offers
full service, application and business processes visibility
to both the IT team and the business people.
Real-time dashboards with Technology Metrics, Process
Metrics (Critical Success Factors, Key Performance Indicators,
etc.) and Service Metrics can be tailored for business
users, senior management, and/or internal IT.
Tango/04 offers a unique, unified event management
console featuring real-time Business Impact Analysis
(BIA), with instantaneous probable root-cause calculation
for every incident. This enormously speeds up the ability
of technicians to solve the problem, resulting in faster
times to resolution. BIA also helps Operators in prioritizing
the incidents according to their real Business Value,
which is also automatically calculated.
Find the Opportunities for Strategic
Improvement
Reports showing the real reasons why Service Levels
were not achieved (or, even if achieved, which components
were performing poorer) can easily be obtained. This
simplifies the strategic management of Business Services
by focusing on the components that really affect the
services the most. Cost-justifying investments are enormously
simplified, and IT and business can talk in the same
language.
Unlock the Real Potential of your
IT Department with Tango/04
Tango/04's practical, ease-to-deploy Business Service
Management approach is invaluable for Service Measurement
and Reporting, Capacity Management, Availability Management,
Incident Management, Information Security Management
(adding COBIT controls to the equation), and Service
Improvement as defined in the ITILv3 lifecycle. It will
even help you monitor the internal ITIL processes in
real time, too, if you wish.
Tango/04 can also be your winning strategy to achieve
both internal and upper management commitment for a
later implementation of the most difficult, culturally-challenged
phases of your ITIL transformation.
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Not an ITIL believer?
The abovementioned benefits are not exclusive
of ITIL practitioners. ITIL is a way to achieve
certain goals, not a destination per se. And it
is not the only way.
A large number of our customers
are not dogmatic about a particular framework
(in fact, most are trying to juggle a growing
number of best practices, corporate guidelines,
regulations and laws, auditing requirements, and
international standards), while some others have
their own in-house developed set of "best
practices". This is not a problem. In fact,
Business Service Management existed long before
it was mentioned in the ITIL books.
If you have business services
and processes that you want to control and optimize,
even if they are not completely dependant on IT,
Tango/04 can provide you with practical solutions.
If, afterwards, you decide to
follow the ITIL road, you will have already had
paved the way towards ITIL success.
Our experienced Professional
Services team can help you charting the shortest
route to the maximum value.
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¹ "The primary objective of Service
Management is to ensure that the IT services are aligned
to the business needs and actively support them."
(The IT Infrastructure Library (ITIL), An Introductory
Overview of ITIL® V3, itSMF, 2007, ISBN 0-9551245-8-1,
page 6)
ITIL® is a Registered Trade Mark, and a Registered
Community Trade Mark, of the Office of Government Commerce
(OGC) and is registered in the US Patent and Trade Mark
Office.
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