ITIL v3
To learn more about how Eracent products address IT Infrastructure Library (ITIL) requirements click on the ITIL book name below. There you’ll find helpful information regarding that aspect of service management and how Eracent helps meet the ITIL objectives.
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Lowering the Cost of ITIL
Service Strategy
Active throughout the service lifecycle, Service Strategy influences every aspect of the management of Information and Communication Technology (ICT) infrastructure. Eracent solutions provide:
- Decision support for creating and maintaining the Service Strategy
- The data to define capabilities and resources
- Information about assets, the basis of a service portfolio
Service Design
Service Design begins the service lifecycle and is the step where the strategic direction from Service Strategy and the business requirements become a detailed plan, or Service Design Package (SDP). Eracent solutions provide:
- Easy to use data that accurately identifies the catalogue of software and hardware, identifying any constraints
- Dynamic capacity analysis of the infrastructure through accurate software usage tracking
- Support for the processes of supply management
- The Supplier and Contract database (SCD) necessary for designing a service
- Assessment of the actual costs of the planned service
- The data to evaluate the security management impact of the new service
Service Transition
Service Transition is the second step in the lifecycle of a service and provides the model for handling change from any source. Management of configurations, knowledge and the evaluation of the changes are significant components of this step. Eracent provides:
- Different views of the configuration of the service and the asset elements of that service
- The ability to track actual changes in the infrastructure associated with a service and service change
- Tools to facilitate availability through visibility, standardization and management
- The data and reporting to evaluate the financial impact of a change
- Knowledge of the products, the organization and usage information for long term management of services
- Software asset management that is performed properly, accurately and automated
- The functionality to lower the cost of software licenses audits and true-ups
Service Operation
The final lifecycle phase of Service Operation phase is identifying the source of information regarding how the service is actually operating. The daily activities of incident management, request fulfillment, problem management and access management are part of this phase. Event management was included in ITIL v3 to manage notifications not originating with the service desk. Eracent provides:
- Current, actual configurations, vital to reacting properly to situations
- Data, reports and analytic capability required for many Service Desk services
- Asset information to process requests and incidents
- Monitoring capabilities to evaluate how well a service is performing and the infrastructure supporting those services
Continual Service Improvement
Active throughout the lifecycle, Continual Service Improvement gathers information from all phases in order to monitor service levels and performance. Measurements and indicators analyze achievements and costs. Eracent provides:
- Installation and monitoring data to identify changes in the ICT infrastructure that will impact services
- The linkage of contracts and cost information to specific assets to measure against goals
- Service measurement support through the depth of data available and the flexibility of the reporting in Eracent products
- Asset usage data that actually measures usage, not just the opening of an application
Eracent lowers the cost of ITIL implementations by offering:
- Accurate and thorough collection of essential asset data
- The automation of IT management, uniting disparate informational needs for financial, operational and contractual management by design
- Faster implementation time along with more efficient use of resources
- The business functionality to determine ROI and goal achievement required in v3 of ITIL
- The data necessary for effective for configuration management
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