Infrastructure Support Tool analysis

[Canuck]

Hi

My question is - Does anybody have an example of an infrastrcture High Level Design diagram the shows the infrastructure support tools input and outputs where each input and output is an ITSM activity. My team and I have started one but it is very crowded and complex. We need a diagram to show the production support team and management what we are doing and to ensure that we understand how these products are going to fit into the existing infrastructure.

Background:

I am currently involved in a project to implement a major upgrade to the corporations' core application.

The teams' role is to add new tools to the production infrastructure to allow ITSM to support the upgraded application.

The production shop is moving towards ITIL processes and while that work is ongoing it is almost done.

The one part missing and what the team I am on is addressing is the aligning automated infrastructure support tools with ITIL activities and where there is a shortfall we identify a role for a person and/or recommend aquiring a new tool. We have already aquired some tools as well.

We have analyzed the new infrastructure tools aquired and the existing tools in the infrastructure against all the ITIL activities for each process in ITSM. We then scored each tool where it filled an ITSM role. This allowed us to eliminate some tools from our analisys as there was overlap. We selected the tools based on the scoring and whether the corporation has invested in them for the future.

Any comments would be appreciated.