In today's challenging global economic scenario, IT service management has become one of the most important factors for the growth of a company as it has direct impact on its operating cost, business agility and transformation journey.
Nowadays, a holistic IT ecosystem consists of a huge range of end-user services, multi-vendor mix of enterprise infrastructure components, diverse critical applications and human IT resources. While all these services have become indispensible for a company's smooth day-to-day operations, there's no denying the fact that over the years, IT environment, barring a few small organizations, has become extremely complex.
"Sustaining a complicated IT ecosystem's performance in an ever-demanding and ever changing environment has become a daunting task for any organization's CIO. Cloud-based services add yet another dimension to the already complicated IT environment. In this scenario, it is very easy to go wrong as far as IT service management is concerned. We deployed the robust 'Integrated Service Delivery Framework (ISDF)' that is based on ITIL process standards and is also IT Service Management (ITSM) and IT Systems Assurance (ITSA) compliant. ISDF is an innovative multi-faceted platform that gave me complete control with real time 360 degree view of my total IT environment and significantly reduced my IT management costs" says Meheriar Patel, Chief Information Officer, Globus.
This is where Integrated Service Development Framework (ISDF) can play a crucial role. ISDF, which is based on Information Technology Infrastructure Library (ITIL), is a software suite that provisions for comprehensive service management and performance assurance of enterprise IT devices in an integrated way.
While ISDF plays a balancing act of provisioning a comprehensive set of requirements with additional features and modules, it is also fast to implement and is cost effective . "It's all about streamlining the IT environment by reducing management complexity. This can be done by using a single suite to create an even fabric to manage IT across the enterprise. But this process should also be cost effective for a company. And this is where ISDF scores in a big way," reveals Anil Nadkarni, Chief Information Officer, Thermax Limited.
A leading education services organization, headquartered out of Mumbai, has been using such framework successfully to orchestrate its end user devises, manpower and enterprise infrastructure since the last two years.
Another large outsourcing organization in the UK has deployed such framework as a cloud environment to serve its various government customers . As an expert points out, ISDF is a multi-tier architecture technology stack with the key objectives of bringing standardized processes, comprehensive asset control, strong adaptive and integration-friendly architecture, rapidly configurable and customizable layouts and workflows in a single 'IT Service in a Box' . This cutting edge, ITSM-compliant and ITSA-enabled solution helps organizations get significant cost savings in IT management and take care of enterprise IT systems comprehensively and effectively.
Inside view of modules in the framework
It provides foundational ITIL processes such as incident, problem, change, request management over a centralized asset database (CMDB) of IT assets such as devices and services A configurable SLA engine is the cornerstone framework module that drives operational as well as third party vendor SLAs, knowledge management, dashboard-based deep-dive reporting. It integrates other enterprise services with existing reusable tools.
The suite can optionally include additional modules such as service catalogues, work orders management, asset life cycle management, project management , mobile-enabled access, workforce scheduling along with GPS and analytics A multi-channel (email, phone, web and chat) based helpdesk can be set up, along with centralized dispatch services End users get a secure, simple user-friendly web interface to self-serve and track their service requests and incidents.
Mobility management can be integrated Operational processes such as new employee ID creation, new virtual server request or other workflow processes can be rapidly redesigned or threaded leveraging the in-built workflow engine.
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