Secure Group offers secure communication services. Availability is of paramount importance for any service-based business – when your service is down, you offer nothing. To guarantee availability, you need three things: a reliable infrastructure, an experienced team, and processes that guarantee the smooth work together of the previous two. And this is what the ITIL framework is for.
Formally an acronym for Information Technology Infrastructure Library, ITIL is a set of books created by the UK government that outline best practices for managing IT services. ITIL includes processes, procedures, tasks, and checklists that can help any organization deliver a better service to support its business. Which is particularly helpful for us because, as we mentioned already, our business is a service.
What processes did we implement in the Lab?
The Lab is the R&D backbone of everything that Secure Group does. This is where we develop our products and services, and where we set up the infrastructure environment they rely on. Streamlining our processes here improves teamwork and makes our people more efficient. This, in turn, improves the service for all end-users. We have implemented several ITIL processes to help us achieve our goals:
- Knowledge management. This is about creating and sharing in the most efficient way the knowledge about our environment setup and structure.
- Configuration management. This involves keeping a consistent database containing all configuration items we have in the environment: switches, servers, routers, etc.
- Change management. This is related to infrastructure changes. For example, adding a new IP or server in a way that has a minimal impact on the service availability.
- Incident management. This is the process that deals with service outage events (e., incidents). If something is not working as expected, users turn to our ticketing system to notify the infrastructure team about the issue and for them to take actions towards resolving it.
- Problem management. This process deals with recurring incidents. The above point is about putting out fires. This one is about preventing them and finding permanent solutions.
What did we achieve with these ITIL processes?
The ultimate goal of all this is to guarantee maximum availability of the service we provide. The nuts and bolts that help our machine tick-tack in unison are the ITIL processes that we use to handle the different types of issues.
We have created a ticketing system with ticket types related to the lanes of service management listed above. With this setup, we achieved the following:
- We now have our users doing regular incident logging.
- We solve recurring incidents through the problem management processes. If we identify something as a problem, we have to perform a deep investigation to find a permanent fix and perform root cause analysis of the issue.
- Employees at the Lab have easier access to IT services due to the implementation of service request management.
- We make daily reviews of all ongoing or upcoming changes to the environment. This allows us to plan ahead and guarantee maximum service availability to our clients.
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