ITIL Initiatives

The Challenge: Automating ITIL Processes

Adopting ITIL for operational processes has proven to be an effective way for companies to drive operational efficiencies and control costs. As a result of success and tangible benefits experienced, many IT organizations have updated their ITIL implementation to incorporate actual IT services, thus extending ITIL from a methodology to resolving problem tickets to a discipline for evolving and formalizing processes to become services. (These IT Services can be referred to as Service Management.) The desired result is a reliable, high performing, application availability service from which lines of business can differentiate.

The business goal of Service Management is to ensure that IT resources are aligned to meet the needs of the lines of business that use them. Many companies see their IT technical expertise as a competitive advantage in terms of working more efficiently than their competitors as well as offering services and personalization that they competitors don't offer.

The strategy for Service Management is to create a dynamic IT infrastructure, which requires automating processes according to ITIL best practices standards. For example, companies can use run book automation tools as the framework to automate many processes. However, a key element still lacked by Service Management alone is the mechanism to not only measure actual application performance in terms of end user experience – but also to use this measured end user experience to automatically drive the provisioning processes used.

The Solution: Application-Aware ITIL Management

Reliance provides the application focus companies need to automate application service management processes. Reliance can accurately determine the true performance that applications provide as well as initiate the provisioning of additional servers to automate the necessary responses. Reliance's flexible interface enables companies to use the same provisioning tools they are already familiar with, which are already incorporated into their ITIL processes.

As a result, companies with ITIL implementations that use Reliance to automate application service management enjoy more intelligently streamlined process automation that is based on true application performance.

Getting started

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