Solutions: ITIL

Oblicore Guarantee™ has helped companies like ING, Belgacom and France Telecom develop and extend their ITIL strategy and to implement a Service Level Management solution to monitor, report and manage their SLAs.

With companies attempting to meet challenging performance demands, many have turned to the IT Infrastructure Library (ITIL) as a best practice framework. Leveraging this framework has enabled companies to realize productivity gains and cost savings throughout their IT operating environment in areas ranging from change management, to service support and delivery. Nowhere has this benefit been more pronounced than in the Service Level Management processes within the Service Delivery Book. Leveraging the Service Level Management discipline has provided the "IT organization with a definitive yardstick against which most the organization's activities can be valued...giving the IT organization concrete numbers for evaluation and subsequent action."

While ITIL has provided a solid understanding of what to do when implementing Service Level Management processes, it has left the how for professionals to determine on their own. Oblicore Guarantee™ fills in that gap for your organization by leveraging the ITIL framework and enabling your company to move beyond ITIL and define, at a granular level, how Service Level Agreements (SLAs) will be measured and what infrastructure items will be leveraged in the calculation.

Oblicore Guarantee™ has enabled companies like ING, Belgacom and France Telecom to extend their ITIL strategy for Service Level Management and to implement a solution that automates, activates and accelerates the monitoring, reporting and management of all SLAs. With Oblicore Guarantee™, your organization is able to:

• Define Your Service CatalogOblicore Guarantee provides a native service catalog that leverages ITIL processes and standardizes your organization's services offerings. As a result, your company will greatly enhance productivity around service delivery authoring and maintenance.
• Standardize SLA Calculations Oblicore Guarantee's service catalog enables your organization to granularly define not only what will be measured but to capture how the SLA is measured. This includes capturing infrastructure elements, timeslots, penalties and calculation formulas. As a result, your organization will be empowered to implement and leverage the ITIL SLM process.
• Improve SLA Modification Cycles Oblicore Guarantee's self-service, online customer reports create a collaborative communication framework between the service provider and the service consumer, thus encouraging both performance feedback and continuous improvement cycles. Your company will be able to move away from periodic reporting and review a more dynamic and collaborative environment. As a result, you will greatly enhance operational efficiency and improve ROI from your ITIL project.