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ITIL :: View topic - ITIL in joint venture with external data center?
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ITIL in joint venture with external data center?

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Joined: May 16, 2007
Posts: 1

PostPosted: Thu May 17, 2007 5:40 am    Post subject: ITIL in joint venture with external data center? Reply with quote

Hello all,

I'm an IT Director in the healthcare sector, for an organization which is owned by two supporting organizations. Each supporting organization has an established data center - one of which is starting to explore ITIL.

My (joint venture) organization is developing a new IT department and we rely on the (ITIL interested) data center for operations of infrastructure and maintenance of applications. We provide the business analysis and user support perspectives to users.

We (as a joint venture) were assembled by our supporting organizations for the purpose of rapid growth in a particular care market - and we depend highly on information technology and systems automation.

My question is this... given that we do not operate our own data center, would an exploration of ITIL be a futile effort - or does it make sense that we explore and develop services/support with guidelines from ITIL?

I believe that a focus along this line will provide a better opportunity for synergy with our operations service provider (data center), since they are inclined toward ITIL as well.

Thoughts from those of you who have more experience in this area?

Thank you,
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Senior Itiler

Joined: Aug 31, 2005
Posts: 550
Location: UK

PostPosted: Thu May 17, 2007 8:05 pm    Post subject: Reply with quote

It would absolutely be a good idea for you to explore using ITIL processes across all the IT services, whoever is providing them. AS ITIL offers a common approach, common terminology etc. it offers great advantages in this sort of environment.
Liz Gallacher,
Accredited ITIL and ISO/IEC20000 Trainer and Consultant - Freelance
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Senior Itiler

Joined: Sep 16, 2006
Posts: 3595
Location: London, UK

PostPosted: Fri May 18, 2007 7:17 pm    Post subject: Reply with quote

There is a SIG/Forum/??? for Data center at the British Computer Society
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Senior Itiler

Joined: Sep 27, 2006
Posts: 91

PostPosted: Sun May 20, 2007 4:53 pm    Post subject: Reply with quote

Hello Michael,
Either the data center is owned and operated by a supporting organization or just an external entity, you are OUTSOURCING your data center operations (IT infrastructure, Operations, network security, environmental control, access control, etc...).

There are many reasons why you should explore ITIL in this case, the most important being:
- The data center is operated following ITIL guidelines, therefore you need to understand the way your infrastructure is being operated.
- You need to know the KPIs and understand how the data center decided that these specific KPIs are useful (keeping in mind that ITIL KPIs look at business benefits rather than just IT)
- Interfacing with this data center on two fronts requires that you understand their "language". Your interfaces will be the Service Desk and Service Level Management.
- Every data center has developed a Disaster Recovery Plan. You need to understand how ITIL defines IT Service Continuity, the various disaster recovery options, the way (steps) the plan was setup, your role within this plan, etc...

Kind Regards,
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Joined: Mar 15, 2006
Posts: 68
Location: Thailand

PostPosted: Thu Jun 14, 2007 1:11 pm    Post subject: Reply with quote


As other members have stated it helps your team( for SLAs, Setting up KPIs, Availability, Capacity and ITSCM) to understand the terminologies used.

Before you decide ITIL or not, You need clearly list out other areas your IT team is managing and identify the areas where ITIL could help.

By doing this, you rather than exploring the complete support and delivery you can pick the pieces which will be useful for your operations.

You have mentioned that you depend highly on information technology and systems automation.

Bottom line: Few things are nice to have but what value does it adds to your organisation is the key.

Implementing ITIL involves lots of time, effort and cost in terms manpower, trainings and technology so it needs to be carefully considered and evaluated.

Hope this helps!!

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