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BUSINESSTECHNOLOGYOPTIMIZATION
ITIL BEST PRACTICES FORIT AND BUSINESS ALIGNMENT
 
Abstract………………………………………………………………………………2Aligning ITand Business Priorities with ITIL………………………………………3AFunctional ITILOverview……………………………………………………3Challenges in the Modern Data Center………………………………………4Leveraging ITILtoReduce Complexity and Increase Agility………………4Mercury BTO Provides a Unique Approach to ITILAdoption…………………5Mercury BTOand ITILService Support……………………………………………7Service Desk……………………………………………………………………8Incident Management…………………………………………………………9Problem Management…………………………………………………………10Change Management…………………………………………………………11Release Management…………………………………………………………12Configuration Management…………………………………………………13Mercury BTOand ITILService Delivery…………………………………………14Service-Level Management…………………………………………………15Availability Management………………………………………………………16Capacity Management………………………………………………………18Financial Management forITServices………………………………………19ITService Continuity Management…………………………………………20Mercury BTOand the ITILBusiness Perspective………………………………21Mercury BTOand Application Management……………………………………22Mercury Consulting Services……………………………………………………23Mercury Managed Services………………………………………………………23Conclusion…………………………………………………………………………23
TABLE OF CONTENTS
ABSTRACT
Toward the goal of aligning ITwith business goals and priorities, theInformation Technology Infrastructure Library (ITIL
®
)offers the world’smost widely accepted approach to ITService Management. ITILprovidesframeworks forboth the organization of ITService Management (ITSM)as well as a cohesive set of industry best practices. As a result, ITorganizations can focus on integrated ITprocesses throughout theapplication and infrastructure lifecycle.Digitization is ultimately required to make business and ITprocessesrepeatable and enforceable, and Mercury’s Business TechnologyOptimization (BTO) solutions are uniquely positioned to helporganizations successfully implement and enhance the guiding principalsof ITIL. As the global leaderin BTO, Mercury helps organizationssuccessfully implement these key principals, combining innovative andindustry-leading technology, proven best practices, and expert servicesthat help align ITwith the needs and focus of the business.
 
BUSINESSTECHNOLOGYOPTIMIZATION
Aligning IT and Business Priorities with ITIL
Today there is no more significant trend than the desire to maximizethe business value of ITby aligning ITinfrastructure with businessgoals and priorities. With up to 90 percent of business processesnow enabled by applications and services, theirsmooth operation isvital to sustain the business, reduce costs and risks, and drive futurecompetitiveness. With growing complexity and constant change, the importance of service availability,functionality, and manageability cannot be overstated. The benefits of tightly aligned ITinfrastructurecan be profound. A Hacket study in 2002showed that well-aligned business service management cansave an average of 17percent peruserwhile providing up to a 28-percent improvement in ITprojectcompletion rates.
 AFunctional ITILOverview
As the most widely-accepted de facto global approach to ITServices Management, ITILprovides awelcome challenge to the chaos that often thrives in modern data centers. Started in the mid-1980s bythe United Kingdom’sOffice of Government Commerce (OGC),formerly known as the CentralComputerand Telecommunications Agency(CCTA), ITILis now a mature, non-proprietary ITprocessframeworkthat is industry- and technology-independent. ITILis not prescriptive, but a collection ofindustry best practices organized as a set of books (a library) that provides an integrated framework(Figure1).
Figure1:ITILguidelines and best practices relate the needs and goals of the business to underlying information technology.
WWW.MERCURY.COM
3“ITILhas gained significant traction in the past 12months.”“About a third of $1billion-plus companies are starting toimplement ITIL.”
–Carnegie Mellon
PLANNING TO IMPLEMENT SERVICE MANAGEMENTSERVICE MANAGEMENTSECURITYMANAGEMENTTHEBUSINESSPERSPECTIVEICTINFRASTRUCTUREMANAGEMENTSERVICEDELIVERYSERVICESUPPORTAPPLICATION MANAGEMENT
THEBUSINESSTHETECHNOLOGY
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