Thursday, June 29, 2006

What is ITIL?

In the back office of :-

The CA Service Management Accelerator leverages CA's extensive ITIL technology, support and implementation experience -- including the industry's most complete set of solutions for automating ITIL processes. It is designed to be adaptable to customers' specific needs -- which are driven by the relative complexity of their service environments, the scale of their IT operations, and the degree to which they have automated ITIL processes.

"Because IT is such a strategic enabler of our business, has structured its IT teams to reflect the way ITIL defines IT management best practices," said Daren Thayne, chief technology officer,, Inc. "CA has provided us with all the solutions and support we need to automate these essential ITIL processes. Our relationship with them continues to yield significant improvements in the way we implement and manage our revenue- critical technology services."

ITIL (the IT Infrastructure Library) is essentially a series of documents that are used to aid the implementation of a framework for IT Service Management. This customisable framework defines how Service Management is applied within an organisation.

Although ITIL was originally created by the CCTA, a UK Government agency, it is now being adopted and used across the world as the defacto standard for best practice in the provision of IT Service. Although the ITIL covers a number of areas, its main focus is on IT Service Management.

The CA Service Management Accelerator features a new dedicated configuration management database (CMDB) product that provides a common view of all Configuration Item (CI) information and maps it to the relevant business services.

Manual ITIL implementations are costly and time-consuming, and they can compromise the uniformity of critical management processes. The CA Service Management Accelerator enables customers to unify people, processes and technology while automating all ITIL processes across both Service Support and Service Delivery -- enabling low-cost delivery of superior service.


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