ITIL v3.0 Hosted Solution

By: isabel | Posted: 20th May 2009

ITIL - the Information Technology Infrastructure Library - is a set of best practices and guidelines that define an integrated, process-based approach for managing information technology services. ITIL can be applied across almost every type of IT environment.

Interest in and adoption of ITIL has been steadily increasing throughout the world; the numerous public and private organizations that have adopted it include Proctor & Gamble, Washington Mutual, Southwest Airlines, Hershey Foods, and the Internal Revenue Service. In addition to the often touted benefits of ITIL - aligning IT with the needs of the business, improving service quality, decreasing the costs of IT service delivery and support - the framework can aid the information security professional both directly (there is a specific Security Management process) and indirectly.

Consider for a moment the relevance of these ITIL domains to Security Management:

* In Service Support:

Configuration and Change Management determine whether IT presents a solid defense against security threats or vulnerabilities that expose the enterprise to today's more sophisticated attacks. When vulnerabilities are detected, Configuration and Change Management can assure the reliable and repeatable deployment of remediation, and help identify the highest priority risks.

Release Management often centers on the deployment of reliable, quality-tested IT resources. Considering how many of today's attacks target application environments, the failure to incorporate security in the development and release of IT applications and services can be a major gap in defense.

Incident and Problem Management are central not only to accurately identifying cases where security issues are the root cause of an incident or problem, but effective response to security events. Reliable and repeatable processes for incident response can mean the difference between a threat contained and mitigated, or chaos that, in the worst cases, can lead to panic among business stakeholders and IT professionals alike. Informed security incident response is also essential to collecting forensic critical to the success of a personnel or legal action.

Service Desk and Service Request Management is not only a focus of IT Service Management, it is often a nexus of one of the key process disciplines in IT security: identity and Access Management. Requests for user provisioning are often referred to the Service Desk for action. Provisioning processes often include management reviews and evaluations of appropriate entitlements. Once granted, access control becomes a first line of defense in separating authorized access from threats.

Futuregen, an online business adviser based in Singapore, is now offering its ITIL Hosted solutions.

Live and Dynamic Inventory

Automatically obtain a complete inventory of your network and computer equipment without any installation on workstations. Also Tracks license details and supplier warranties on your assets. Properly document your changes in our hosted database.

6 ITIL v3.0 Processes

Incident Management. The purpose of the following functionalities is to help document and resolve daily incidents and requests in the most efficient way possible.

Change Management.
The purpose of the following functionalities is to document and to monitor the changes made to the components of the infrastructure in order to ensure smooth operation and to minimise impacts on the services offered.

Problem Management.
The purpose of the following functionalities is to document and to resolve recurring and complex problems which compromise the performance or undermine the stability of your infrastructure.

Configuration Management.

Service Level Management.

Event Management.
Event management aims to ensure the follow-up of all events or alerts which occur throughout the IT infrastructure in order to detect and efficiently process problematic situations.

On Demand solution
No initial investment needed. Pay only 50 USD per month per IT user.
No infrastructure to setup, hosting is provided by us.
Always accessible anywhere, any time!

Great Reporting Tools
Performance indicators, dashboard, statistics with filtering and data mining features.

And, Futuregen is offering a 30 days trial that will provide you with full and unrestricted access to the hosted solution. You may then create an unlimited IT users. Visit www.futuregen.sg, and learn more about the ITIL service, or email marketing[@]futuregen.sg for more information.
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Tags: security threats, washington mutual, internal revenue service, information technology services, southwest airlines, private organizations, information technology infrastructure