銆?1CTO.com Comprehensive Report銆?/STRONG>As ITIL gains deeper adoption, more and more enterprises are launching ITIL-based operations solutions, applying business-oriented service management thinking, and building service desks aligned with ITIL concepts. This establishes a process-driven IT operations service system, significantly enhancing enterprise IT operations service levels.
Enterprises typically face both internal and external IT service requests. Frequently occurring requests often involve routine consultations and guidance tasks that cannot be directly resolved through business systems, requiring IT personnel to invest substantial time and effort. The service desk function organically connects internal and external personnel with IT service staff, resolving the issue of chaotic and disordered information flow. At the same time, workload recording enables cost accounting for service resource inputs, while issue logging facilitates building a knowledge base system complementary to business operations, thereby delivering high-quality business services to staff and customers.
In the ITIL operations service system, Service Level Management deserves particular attention. This is because Service Level Management helps enterprise IT departments sign Service Level Agreements (SLAs) with internal and external users, formulating detailed metrics based on existing network, machine, and equipment configurations. Users can then quantitatively evaluate IT services according to the agreement, while the IT department can handle various business issues methodically, achieving the goal of satisfying business departments by responding to IT service demands with greater speed and better service quality.
The service desk further implements Service Level Management more effectively into IT operations processes. With SLAs in place, IT service departments can better follow SLA standards when resolving IT requests, treating the resolution of internal and external personnel’s IT requests as work metrics while focusing on improving service quality and service efficiency. This enhances the value of IT services and boosts the work fulfillment of IT department employees.
To better serve high-end industry users and contribute to the domestic IT operations field, Broadcom Communications launched an ITIL-based process operations management platform鈥擝roadview COSS Centralized Operations Management Platform. Its Service Level Management functionality effectively handles the relationship between users and IT service departments, helping enterprises establish comprehensive IT operations service processes and maximize the IT department’s value.
The service level management of the centralized operations management platform primarily includes two parts: business service level indicator management and process service level indicator management. Business service level indicator management includes: Mean Time Between Failures (MTBF), Mean Time To Repair (MTTR), average business response time, network bandwidth guarantees, etc. Process service level indicator management includes: fault resolution rate within specified time, fault resolution time, average asset change frequency, number and proportion of daily tickets processed per department or individual, etc.
Examining these indicators will help enterprises achieve the shortest fault response time and the highest IT service process operation efficiency. Furthermore, Broadcom’s Broadview COSS implementation is also