IT Operations Service Goal
Achieve excellence in production operations, infrastructure and service management. UCP's IT operations services focuses on organizational alignment challenges; management system architecture; ITIL Practices, process frameworks, definitions and integration; operations management software; and metrics.
IT Operations Service Offerings
Application Management — Automatically discover, model, monitor, and validate compliance of business-critical applications, while identifying their relationship with your information infrastructure.
Network and Telecommunications Management — Leverage automated, realtime, cross-domain root-cause and impact analysis of network-related problems for end-to-end management of services and infrastructure.
Storage Resource Management — Manage resources efficiently so you can make the best use of all your storage assets—hardware, software, and personnel.
Different Components of UCP’s ITIL Implementation
UCP’s IT Operation Management provides integrated out-of-box and customized solutions for managing and automating critical IT operation functions, including Service Desk, Incident Management, Problem Management, and Change Management.
Service Desk: Also known as Helpdesk Services, the primary goal of IT Service Desk is to provide single point of contact for customers and users to facilitate the restoration of normal service with minimal business impact. In addition it also provides the natural channel for all inquiries regarding all IT services.
Incident Management: ITIL defines an incident as “Any event that is not part of the standard operation of a service that causes, or may cause, an interruption to or a reduction in the quality service”.
The primary goal of ITIL Incident Management process is to restore normal service operation as quickly as possible and to minimize the adverse impact on business operations, thus ensuring that the highest possible operations, thus ensuring that the highest possible levels of service quality and availability are maintained.
Problem Management: Problem is the cause of one or more incidents. The primary goal of the ITIL Problem Management process is to minimize the adverse impact of errors within the IT infrastructure and to prevent recurring incidents related to these errors. The reactive aspect of these goals is to quickly solve the problems in response to one or more incidents. The proactive aspect of these goals is to reduce the overall number of incidents.
Change Management: Change is inevitable, and the rate of change in technology is increasing. Business logic, processes and models changes constantly in order to adapt to the economic climate, competitive pressures, and the opportunity to create through change and innovation. Change management for IT operations is critical to improve availability, performance and throughput.
The goal of Change Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes, in order to minimize the impact of Change-related Incidents upon service quality, and consequently improve the day-to-day operations of the organization.
UCP Global Lifecycle’s Implementation of ITIL
UCP implements different components of ITIL using multiple Entities and their relationship. From the above descriptions of the ITIL components of Service Desk, Incidents, Problems and Changes – it is not surprising that they are often related to each other. A Service Item can be related to an Incident. Multiple Incidents may be due to one or more Problems. And resolution of one or more Problems may necessitate multiple Changes. For Traditional implementations of these service areas IT organizations typically depend on different tools often from various vendors. UCP Global Lifecycle has one of the few ITIL solutions in which a single application serves all the components of ITIL. The following are the salient features of the ITIL implementation of UCP: