Irontouch Managed Services - ITIL for Infrastructure and Operation Management

Infrastructure Management Solutions

Solutions Overview
Network Security Management:
- Microsoft Forefront Edge Security:
  - Forefront Edge Appliances
  - Managed Security Services:
    - Security Service Platforms for SMEs
    - Security Services Platforms for MSPs
Enterprise Content Management:
- Exchange Archival Appliance
- Microsoft SharePoint Portal
Infrastructure & Ops Management:
- Avocent - LANDesk Suite:
  - LANDesk Products
  - LANDesk powered Appliance
  - LANDesk Services:
    - Professional Services Overview
- Microsoft - System Center Suite:
  - System Center Products
  - Microsoft Services:
    - Infrastructure Consulting
    - Infrastructure Managed Services
- LiveTime - Help Desk Suite:
  - LiveTime Products Overview
  - Livetime Appliance
- ITIL - The IT Infrastructure Library:
  - ITIL for Infrastructure & Ops Management
- SAM - Software Asset Management:
  - SAM Practice Overview

IT Infrastructure Library (ITIL) for Infrastructure and Operations Management

ITIL for Infrastructure Process Enhancement

IT service management enterprises must focus on service by adopting a business and systematic approach to managing day-to-day operations. The underlying business processes should support the technical competence and experience of the enterprise.To achieve this objective, IT Infrastructure Library (ITIL) was established in the 1980s as the standard framework for IT Service Management enterprises that entailed a comprehensive, consistent and coherent set of best practices. Today, it is the most widely accepted IT-process management framework in the world. ITIL describes the processes needed to manage the IT infrastructure efficiently and effectively in order to guarantee the service levels agreed upon by the IT organization and its customers. The diagram presented below gives an idea how ITIL processes fit in and act as a conduit between strategic and operational processes.

ITIL Key Benefits

ITIL introduces a process oriented way of working within IT, focused on delivering high quality and guaranteed IT services to the IT customer. The benefits of a process oriented way of working are:

Improved quality service provision
Cost justifiable service quality
Services that meet Business, Customer and User demands
Integrated centralized processes
Individual roles and responsibilities in service provision
Learning from previous experience
Demonstrable performance indicators

IrontouchMS Integrated Solution

IrontouchMS is in the business of providing managed services to its clients in significant areas of IT, such as network management, IT infrastructure management and security management. We handle huge amounts of critical and confidential customer information, either in transit or stored in our servers. We have the strongest capability to provide services to our customers and assure quality. The core parts of our services – NOC, SOC, ITSM, – go through these integrated process to ensure service delivery of the highest quality standards.

IrontouchMS’s integrated service delivery refers to the need for Configuration Management, Change Management, Incident Management, Problem Management and Release Management processes that are linked together in a meaningful manner. For example, the process of releasing components to the live environment (the domain of Release Management) is also an issue for Configuration Management and Change Management whilst the Service Desk is primarily responsible for liaison between IT providers and the Users of services.

ITIL is organized into a series of processes, which are clubbed into two main areas:

Service Support encompasses six processes that cover the management of the of IT services themselves like Availability Management, Capacity Management, IT Service Continuity Management, Financial Management and Service Level management. These processes underpin the business aspects that service providers must take into consideration to maintain a steady and satisfying relationship with their customers.

The processes in the Operations Management Center of IrontouchMS that are followed to support the IT operations of the customer are detailed in this section. A brief description of each process, list of activities performed by IrontouchMS that are ISO certified and the benefits to the customer from the specific process have been detailed in this section.

The service support processes can be broadly divided into Incident & Problem, Change & Configuration Processes, as shown below.
Service Delivery is a practice of six disciplines that enable IT Services to be provided effectively like Configuration Management, Service Desk, Incident Management, Problem Management, Change Management and Release Management. These processes lay down standards for managing the day-to-day operations of customers by IT service organizations.

The following diagram lists out all the processes that are part of the service delivery model.

ITIL - The IT Infrastructure Library

The ITIL Story - Download 133 kb
Benefits of ITIL - Download 44 kb
Justifying ITIL - Download 118 kb