ITIL 3 Integrated Process Design in LiveTime
One of LiveTime’s significant strengths lies not just with the underlying technology, but with the way the system was designed around ITIL processes from the very beginning. All core ITIL processes are tightly coupled not only to each other, but to the underlying CMDB and knowledge base. The CMDB provides detailed attributes and values for each service or infrastructure item (configuration item) and their relationships to each other. ITIL guidelines often refer to this as a logical model of the infrastructure. LiveTime leverages this information across all processes, from Incident Management through to Knowledge Management (Figure 1).
This logical model of products, services and infrastructure stored in the CMDB, where every process within LiveTime interacts with this information, can provide a holistic view of an organizations environment, support processes and level of efficiency.
More than the sum of it’s parts
If we take just one example from hundreds of scenarios, you will understand how the integrated processes within LiveTime build upon each other to improve service efficiency and lower costs. Lets take a simple incident to start with.
Imagine that John Doe has a problem with his desktop computer and contacts the service desk for support. As he logs into the customer portal he can create an incident by simply selecting his desktop from the list of available services in the customer portal. LiveTime’s ownership rights on the CI dictate who has the ability to create and review the status of individual requests against specific infrastructure or services.
As the customer selects the appropriate service LiveTime progressively narrows down the choices based upon the CMDB hierarchy, Category, Type and Item (Figure 2). This allows customers to essentially walk the CMDB tree you have created. This approach provides incredible leverage within the system at many levels. Not only does this control the selection process, but also the classification and knowledge separation within the system.
After the customer has selected the Item and chosen the appropriate classification and entered a description LiveTime scans the knowledge center for appropriate solutions, checks the SLA and selects the best technician for the task. In this simple scenario, LiveTime has touched 4 different ITIL processes, Incident, Configuration, Knowledge and Service Level management – and highlights the importance of tight integration between ITIL processes. LiveTime ensures that every process is leveraged wherever possible so that technicians are not only more effective, but are able to handle greater volumes, reduce call times and decrease the overall cost of providing customer service.