Fidelia & ITIL


ITIL Overview

(See Zyrion Traverse for ITIL Compliance also).

ITIL (the IT Infrastructure Library) is a framework of "best practice" documents for streamlining IT services and support capabilities within an organization. By implementing these best practices, organizations can:

  • improve the overall quality of IT services
  • reduce the overall TCO

Adopting the ITIL best practices impacts the bottom line for all businesses. More information on ITIL is available under resources.

ITIL groups Service Management into two main areas:

Service Delivery is related to the availability and performance of the IT services themselves.
  1. Service Level Management
  2. Capacity Management
  3. Availability Management
  4. Continuity Management
  5. Financial Management
Service Support addresses the impact and support of IT services. This includes:
  1. Configuration Management
  2. Incident Management
  3. Problem Managment
  4. Change management
  5. Help Desk
  6. Release Management

Fidelia and the ITIL Framework

Fidelia NetVigil supports several critical disciplines in the ITIL framework. The integrated fault and performance management, SLA reporting, Event Console and Business Container technology are features that many of our customers are using as their core ITIL foundation in the enterprise.

Some ITIL areas that Fidelia directly supports are described below.

Service Level Management

Service Level Management is ensuring that the delivered services match pre-defined and expected levels. This agreement is achieved via a Service Level Agreement between the IT department and its users.

Fidelia NetVigil continously monitors and reports on different elements of the IT infrastructure. Its SLA reports are critical in measuring and quantifying Service Level Management.

Availability Management

Availability Management involves measuring and quantifying the service uptime or availability of business or IT services. These metrics are critical for defining Service Level Agreements.

Fidelia NetVigil has reports which help measure and provide the following metrics:

  • Availability (or uptime) percentage
  • MTTR and MTBF
  • Scheduled vs. un-scheduled downtime

Capacity Management

Capacity Management ensures that IT infrastructure is being utilized efficiently and it is available when needed.

Fidelia NetVigil offers:

  • Performance monitoring of all available IT metrics
  • Trend analysis for resource forecasting
  • Application response time and relation to available resources

Problem & Incident management

Incident/Problem Management is the resolution and prevention of incidents that affect the normal running of IT services in an organization. This includes using a trouble ticketing system for tracking, notification procedures as well as periodic preventive maintenance.

Fidelia NetVigil interfaces with popular trouble ticketing systems such as Remedy, RT, etc. which helps in Problem and Incident management.

Help Desk

The IT Service Help Desk is usually the first point of contact for all users when there is service failure or degradation. The Help Desk needs to be well informed by the engineers or operations staff of outages or planned downtime so that they can post this information for their users, and should also have a way to escalate incoming issues to more experienced and trained personnel.

NetVigil's delgated security model allows defining a flexible policy on what views are available to different departments. A read-only high level view can be provided directly to the Help Desk, so that they are looking at the same data as the Operations staff or the engineers and can provide more well informed answers to their customers.

Financial Management

IT Financial Management is reviewing the cost of the IT infrastructure including maintenance, ongoing cost of ownership, failures, replacement, etc.

Fidelia's Business Container technology allows you to see the impact of IT infrastructure on business services, and relate the cost of IT elements to downtime and make well informed business decisions on financial spending on IT infrastructure.