Module |
ITIL Terminology |
Layman’s Terms |
CAPACITY MANAGEMENT |
Ensuring that the Capacity of the IT Infrastructure matches the evolving demands of the business in the most cost-effective and timely manner. The process encompasses the monitoring of performance and throughput of IT Services and the supporting Infrastructure components and then undertaking tuning activities to make the most efficient use of existing resources. Once the current demands are known, future requirements forecasts will be submitted for business review.
The production of a Capacity Plan enables Breakwater to provide services of the quality defined in Service Level Agreements (SLAs) |
Creation and monitoring of system capacities across IT equipment thus proactively managing system bottlenecks avoiding foreseeable system downtime |
AVAILABILITY MANAGEMENT |
Deliver a cost effective and sustained level of availability that enables the business to satisfy its business objectives. This is achieved by determining the availability requirements of the business and matching these to the capability of the IT Infrastructure. Where there is a mismatch between the requirement and capability, the business is provided with available alternatives and associated cost options |
Creation of SLAs to monitor system uptime thus maximising systems availability within core business hours |
SECURITY MANAGEMENT |
Carry out a complete review of IT security within the business looking at internal and external threats. Based on the initial audit review, the organisation and maintenance of security management of the IT infrastructure is controlled with regular penetration tests carried out and reported on |
Creation of security plan with on-going monitoring / testing of security weaknesses and resulting action plans that closes any loopholes |
OPERATIONS |
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Keep the IT architecture operational by applying best practice service administration and maintenance |
Delivery Type |
Frequency |
Service Description |
Service Reports |
Monthly |
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All critical system failures that affected BP during its business hours |
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All maintenance works completed over the past month |
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All maintenance works to be completed over the next month |
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System performance SLAs and adherence to defined targets |
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Availability, reliability, and performance of the Service gathered from Nimbus |
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Major works completed (i.e. Audits, printer maintenance, UPS test) |
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Major forthcoming work that will need to be scheduled for the next 3 months |
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The number of change requests raised |
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Number of change requests that BWIT done successfully without issues |
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The number of change requests that BWIT completed, but had complications |
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Number of change requests that BWIT didn’t complete successfully, first time |
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The number of change requests that BWIT didn’t complete successfully at all |
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Software licence compliance status |
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Annual |
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Current software compliance status |
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Current hardware life cycle status |
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ServiceDesk performance |
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Service availability/performance/checks |
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Change management performance |
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Contractual costs surrounding current and future module/variable requirements |
Service Checks |
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Daily |
Backup Completion check |
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Spam block check |
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Weekly |
Customer Anti-Virus Review |
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Customer Intranet Backup check |
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Server Event Log reviews |
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Monthly |
Security Alert review |
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Customer Cleaning tapes used |
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Customer Audit Snapshot |
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Customer Data Restore Test Process |
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Customer Server Review |
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Data Backup review |
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Bi-Monthly |
Security Patch Distribution |
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Server Restart |
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Printer Driver Review |
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Server Driver Review |
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Implement Printer/Server drivers |
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Quarterly |
Pen test of Customer Firewall |
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Security test of Desktops (MBSA) |
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Security test of Servers (MBSA) |
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Review of Exchange DB growth |
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Firmware review of Network equipment |
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Implement Firmware/fixes on network equipment |
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Annual |
Exchange DB Defrag |
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Windows Server Defrag |
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Printer Maintenance |
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UPS Test |
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Physical clean of server |
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Physical clean of PCs |
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Disaster Recovery Review |
