The Journey of a Network Engineer

Aug 7 2011   4:37AM GMT

Going toward ISO20000 and ITSM tool

Sulaiman Syed Profile: Sulaiman Syed

This post will be different from my usual writings. mainly cause the focus is different. I would be posting more regarding this as the IT department go forward ever further. The organizational to improve the quality decided to apply the ITIL practices.

So, they started by picking up the software tool to help them toward ISO20000. They really did miss the fact that first; they need to change the mind set of employees, or bring the culture being service oriented. Anyways, going to the tool. They shortlisted few Tools, it was up to the committee to decide which tool to pick. I was part of that committee.

What we did, we went to the ITIL endorsement page, there we started to eliminate non-qualifying software. The direction is to pick a Gold Level tool. Then, we went to the Pink Elephant page (They are the official ITIL software evaluators). Again we eliminated some tools.

Afterwards, we started evaluating according to our Request For Proposal (RFP). Let me put the points briefly here.

ITILv3 Ready*
Incident Management
Incident Reporting using IVR, Voicemail, E-mail, Web)
Problem Escalation
Problem Management
Change Management
Assest Magement
Performance Reporting
Monitor Network devices. (Cisco, HP,etc)
Monitor Applications. (Weblogic, WebSphare, .NET, Oracle)
Monitor Databases. (Oracle, MySQL, MS SQL2000, MS SQL2005, MS SQL2008)
Business Application (Oracle E-Business Suite)
Monitor Web servers, services, and websites. ( Apache, IIS, URLs)
Monitor Servers. (Windows 2000, Windows 2003, Windows 2008, Linux, Unix, Vmware)
Monitor Mail servers. (MS Exchange)
Training
5000 PCs for Assest Management
900 Network Devices
20 Network Interfaces for traffic Analysis
170 Servers (real and virtual)
30 Applications
10 Applicationg services
5 Business Applications. (ERP, Student Systems, etc)
50 IT techinicians, 2 Admins and help desk
10 Operators (read only)
Vendor  comptetance
Solution Integrability
Scalability
Workflow building ease
Service desk capability
References in Higher Education
Annual Maintenance Cost

Keep in mind, that in the case more than one solution meets the requirement, the deciding factor becomes the Cost, and the Annual Maintenance Cost.

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