ITIL Compliant IT Services Management and Governance

Challenge

You have multiple IT-management tools for ticket tracking, change management, project portfolio management with inadequate integration and little or no support for outsourced services delivery governance.

With a mandate to cut costs with increased outsourcing, and improving services delivery by adoption of ITIL processes, you are faced with a challenge. Where do you find the funds and time to extend the tools for ITIL delivery, effective governance of outsourced services delivery, and integration of external vendors with their tools and best-practice processes?

Solution

Enlighta Deliver is a comprehensive ITIL service delivery suite with built-in support for effective governance of outsourced IT services. It is built as a modular suite enabling you to leverage only those capabilities that are gaps in your services delivery and governance.

  • Service Catalog - IT Services catalog across service towers, service categories to capture service owners, availability, price and processes.
  • Service Request Automation - Tracking and automation of service requests, including multi-level approvals, assignment and delivery processes.
  • Incident management - Web and email submission of incidents by end-users, monitoring tools and services staff for configuration items, and automation of incident response assignment, escalation and resolution processes.
  • Problem management - Analysis of frequent incidents for problem tracking and problem resolution.
  • Change management - Tracking and automation of change requests, including estimation, approval by the CAB (change advisory board), initiation, and delivery processes.
  • Operations communication - Notification of current and scheduled service outages to subscribtion groups or public distribution lists.
  • Project-Task management - Tracking and automation of projects, including project phases, work-breakdown-structure of project activities, initiation, delivery and termination processes.
  • Work-timesheets - Tracking of actuals and estimates against work units performed and automation of timesheet approval processes.
  • Performance management - Measurement, analytics and reporting of performance metrics such as schedule and budget variance, attrition, cycle-time, quality across supplier groups, locations and business units.
  • Service level management - Vendor performance scorecards to report compliance to contractual service levels, as well as OLAs (operational level agreements) between providers.

Who Benefits?

Primarily IT executives, service owners, and IT sourcing managers responsible for reducing cost of IT services delivery and improving service levels. Vendors by having a highly adaptable suite that can be configured to interface with their delivery tools and processes.

Source of Data

  • Enlighta interfaces with application monitoring tools for automated incident creation.
  • Enlighta Web-Services API makes it easy to integrate with existing tools that you decide to retain, or those that vendors leverage, such as HP PPM, Computer Associates Change Manager, BMC Remedy and HP OpenView for information feeds.

Results

  • Reduced Cost
    • Savings of hundreds of thousands by replacement of expensive tools
    • Savings of hundreds of thousands in rapid configuration of ITIL solutions
    • Automated management reporting and analytics for decision support
  • Improved Services Delivery
    • Fewer escalations due to proactive governance
    • Reduced friction between vendors with OLA compliance tracking and issue resolution
    • Improved compliance to governance processes

Testimonials

 Enlighta has proven to be a powerful solution for enabling efficient outsourcing governance. The support provided both during and since implementation has been outstanding. 

Project Manager, F100 Financial Services