Delphix speeding up ITIL processes

By Andre Marzulo posted 10-05-2015 08:29:07 PM

A company that uses ITIL as their standard IT framework can take advantage of the agility that Delphix can deliver.

Before to talk how Delphix can impact the different steps of the ITIL process, we need to understand some Key term of Service Management and some Strategies that can be used to delivers IT Services.

We call 4Ps, the key terms when we talk about ITIL: People, Process, Products and Partners. People is where we find skills and communications - Process is where we see actions, activities and goals – Products are the tools, measure, improvement – Partners are the specialist suppliers.

Thinking in the 4Ps, we can define the best strategy to deliver the IT Service. This is where the companies decides when will be Insourcing or Outsourcing. Sometimes they decide to mix both strategies, which will lead to different IT visualization like Co-Sourcing, App Outsourcing, Multi-Sourcing or Business Process Outsourcing.

Insights for use Delphix in the ITIL Processes

1) Service Strategy:
a. When defining Portfolio Management, consider that Delphix will help in the investment and resource allocation for each service, furthermore will help do a better Service Assessment to achieve outcomes like Replacement, Rationalization, Renew and Retirement;

b. For Demand Management, Delphix guarantees we do not waste money with excess capacity. Plus, will help meet demand at agreed quality with much less resource. Servers, Storage and Resources rationalization.

2) Service Design:

a. Delphix changes the way that we going to provide, build, test and deploy a new Service;

b. Capacity Management should consider the rationalization with the Delphix usage (Right Capacity, Right Time and Right Cost);

c. Service Level Agreement can be more profitable (Services delivered more faster and cheaper);

d. Technical Service Catalogue will be more simple and easy to implement;

e. Business Service Catalogue will have better SLA (time-to-market);

f. Increase the availability with solutions for Backup/Restore, Clustering, High Availability features;

g. Information Security Management improved by the decreasing the surface area of risky (data automation) and Masking;

h. ITSCM (Service Continuity Management) can be improved using Delphix with Replication feature.

3) Service Transition:
a. Delphix will affect all aspects of a service transition. We can speed up Build, Deployment, Testing, UAT and Retirement;

b. A good Service Transition will achieve:
    i. Customer expectations with fast provisioning;
    ii. Enable release integration, with Bookmark, Branch and JetStream;
    iii. Reduce and document known errors, decreasing the number of Problem Management with better code quality; 
    iv. Minimize risk, by been easy to implement and enabling high level of automation.

c. Change Management will be affected due the quality of the delivered code and the automation used to deploy:
    i. 80% of service interruption is caused by operator error or poor change control (Gartner);
    ii. The risky of bad deployment is reduced with automation;
    iii. Respond to business and IT requests for change that will align the services with the business needs.

d. Release Management will be affected by the quality of deployment:
    i. Delphix enable the Release Manager to test the deployment before the Cutover date (Rehearsal);
    ii. Delphix enable the Release Manager deliver an sandbox environment with the new code, before the Cutover date;
    iii. Delphix enable Release Management create a set of Test Cases with their specific set of data for each case, if necessary;
    iv. Release Manager will get more confidence on decides when use Phased or Big Bang deployment.

4) Service Operations:
a. How Delphix impact Incident Management:
    i. Allow ITO Management be much more effective and faster;
    ii. Allow AMS work with refreshed data all the time;
    iii. Allow automate response from Monitoring Tools, in case of failure;

b. How Delphix impact Access Management
    i. Much better control of who and when access production data and/or environments;

c. How Delphix impact Problem Management
    i. Minimize impact of unavoidable data incidents with fast provisioning;
    ii. Maintain better data history for every known incident;
    iii. Proactive Problem Management can be implemented with AMS team in order to improve quality and IT image;
    iv. Reactive Problem Management will have better RCA (Root Cause Analysis), without impact availability. With the time-machine feature you can replicate the production environment data, during the outage, in order to validate the consistency of RCA.

5) Continual Service Improvement:
a. The measurement of services get improved due the efficiency and automation (Reports of executions);

b. The improvement of specific Service can be affected having refreshed data to do the validation.