KACE
AppDeploy

ITIL Best Practices

Pragmatic ITIL Implementation


KACE and IT Best Practices

IT departments are striving to support new business initiatives, meet regulatory compliance requirements and operate under tough budget constraints. In order to provide new and better services to their users while at the same time reducing costs, many organizations are considering the implementation of ITIL best practices. The Information Technology Infrastructure Library (ITIL), represents a set of generally accepted information technology control objectives for day-to-day use by IT managers, business managers and auditors, to ensure the delivery of “best possible” information services to end users and improved IT efficiency and effectiveness. However, while the potential rewards of ITIL adoption are great, the effort to implement these best practices have often proven daunting. The result? Broad, unfocused programs which struggle to deliver incremental value or initiatives stopped dead in their tracks. Fortunately, there are pragmatic ways to implement ITIL that reduce the complexity and can deliver measurable results quickly.

The Solution

KBOX™ Systems Management Appliances can support practical, targeted implementations of ITIL best practices, providing better service to IT users, while still maximizing IT efficiencies. The KACE approach can offer the greatest return and tangible benefits:

  • Rapid implementation of the ITIL Service Transition Module with accurate, enforceable policy-based configuration management
  • Enabling support for the ITIL Service Operations Module resulting in reduced problem resolution times and improved efficiencies through accurate inventory and native, integrated help desk capabilities
  • Driving Service Implementation Plans (SIPs) by moving from a reactive operations mode to the pro-active delivery of IT services that are responsive to business change

KBOX appliances can enable such ITIL functional areas as configuration management, incident and problem management, change management, release management, and service desk offerings to users, all supported by applications leveraging a single central database, a configuration management database (CMDB) for information relating to the entire IT framework. Organizations can adopt portions of the best practices framework, such as configuration management or service desk functionality, without having to embrace all of the components.

  • The KBOX Systems Deployment Appliance standardizes and simplifies the process of deploying operating systems and applications customized for the business. In this way, ITIL processes can be implemented in new or expanding environments according to pre-defined configuration standards, assuring consistency across the infrastructure.
  • The KBOX Systems Management Appliance automates discovery of hardware and software inventory helping consistency in the implementation of the ITIL Service Transition module for configuration management.
  • KBOX Asset Management acts as a configuration management database (CMDB), where all hardware and software configurations are centrally tracked and the inventory dependencies incorporated into the KBOX database acts as a CMDB. This facilitates rapid and efficient incident management across the IT support infrastructure.
  • Policy enforcement using Configuration and Policy Management, Patch Management, Software Distribution and Application Virtualization simplifies and accelerates the entire ITIL Service Transition process (Change, Configuration and Release Management) by automating comprehensive implementation based on pre-defined configurations, and reporting functionality provides the validation of success necessary to achieve closure on Service Implementation Plans (SIPs)
  • KBOX Help Desk meets ITIL Service Desk requirements for ticket submission, tracking and management functionality as outlined in ITIL's Service Operation book. It provides flexible incident and problem submission, tracking and management capabilities, all tightly integrated with KBOX Asset Management to allow rapid implementation of the ITIL Operations Module.
  • A client side Self-Service User Portal is also included for issuing tickets, knowledge base access, and performing software downloads.

The unique KACE appliance-based approach to systems management enables organizations to take pragmatic steps toward implementation of ITIL best practices and assists multi-function IT support groups by providing a centralized common interface for all the applicable tools. With KBOX from KACE, businesses are able to implement ITIL simply, effectively and inexpensively.