Optimizing ITIL Best Practices with Mercury BTO - A White Paper Prepared for Mercury December 2005

 
Optimizing ITIL Best Practices with Mercury BTO - A White Paper Prepared for Mercury December 2005
Optimizing ITIL Best Practices with Mercury BTO

A White Paper Prepared for Mercury
December 2005
Optimizing ITIL Best Practices with Mercury BTO - A White Paper Prepared for Mercury December 2005
Table of Contents

  Best Practices for IT: ITIL Market Trends ....................................................................................................................................1
       The Need for Best Practices.........................................................................................................................................................1
            Technology Complexity—Services vs. Silos........................................................................................................................1
       ITIL: The Leading Best Practice Reference for Services........................................................................................................2
            ITIL Service Support and Service Delivery Backgrounder..............................................................................................2

  Managing Services from a Customer-Business Perspective .......................................................................................................4
       Customer-Business Focus vs. User/Service-Desk Focus.......................................................................................................4

  Mercury Business Technology Optimization (BTO)....................................................................................................................4
       Mapping Mercury BTO to ITIL Best Practices........................................................................................................................4
       Key ITSM Capabilities...................................................................................................................................................................5
            Incident Management (Service Desk)...................................................................................................................................5
            Change Management................................................................................................................................................................5
            Configuration Management....................................................................................................................................................6
            Release Management................................................................................................................................................................6
            Problem Management .............................................................................................................................................................6
            Availability Management..........................................................................................................................................................6
            Service Level Management......................................................................................................................................................7
            ITSM Accelerator......................................................................................................................................................................7
       IT Governance................................................................................................................................................................................7
            Customizable Workflow Engine and Process Digitization...............................................................................................8
            Managing the IT Portfolio.......................................................................................................................................................8

  EMA Viewpoint . ................................................................................................................................................................................8

  About Mercury.....................................................................................................................................................................................8
Optimizing ITIL Best Practices with Mercury BTO

Best Practices for IT: ITIL Market Trends                    strategic value derives from acting on the driver behind
Information Technology Infrastructure Library                the decision (for example, the need to consolidate data
(ITIL) best practices have gained momentum                   centers or to deploy a new application to meet new
among corporations seeking to advance Information            business requirements). By infusing discipline, order,
Technology (IT) effectiveness and bottom line                and foresight into IT projects, best practices increase
efficiencies. Compelling drivers for ITIL adoption           efficiency and ultimately competitiveness.
include business and economic pressures incited by           Historically IT departments were self-directed and not
demand for high availability and performance of              viewed as contributors to the bottom line. Today, best
complex technology systems, financial accountability,        practices help IT groups focus on meeting corporate
and regulatory compliance. Such pressures necessitate        objectives. By linking business drivers to IT objectives,
that companies find efficient, repeatable ways of            companies can better assess the business value of IT
managing IT functions and controlling the flow of data       investments. As a result, where IT used to be viewed
through an organization. In complex environments,            as a costly albeit necessary investment, companies are
where inefficiency can mean chaos, it becomes even           beginning to view IT as a strategic player in the enterprise.
more critical that companies be able to integrate, track,    In part, this thinking also is due to the demand for 24x7
and align IT with business requirements—essentially,         availability and performance, the prominence of high-
link IT to business performance.                             profile initiatives in security and compliance, and the fact
As software vendors expand their offerings to address        that IT is driving new sources of revenue. As IT becomes
multiple areas of ITIL, implementers can consider            more visible as a contributor to strategic business goals,
integrated solutions that address many if not all of the     the need to justify technology investments grows and
ITIL recommendations. Mercury, long known for its            the need for best practices becomes greater.
application management and testing software, offers          IT investments have never been cheap, and costs are
a range of products that support ITIL best practices.        sometimes aggravated by poorly defined deliverables
Mercury’s Business Technology Optimization (BTO)             and unsound business practices. Without clearly defined
solution set in particular focuses on automating ITIL        goals and a repeatable process in place to assess and
best practices in the support and delivery of IT services.   report on IT performance levels, IT managers often are
In its latest release, BTO expands Change Management         challenged to build a business case that demonstrates
and Service Level Management (SLM) capabilities,             how IT investments will contribute to the bottom line.
integrates workflow capabilities, incorporates dashboards    It is difficult for companies to garner support from
from Mercury’s Business Availability Center (BAC), and       executives and lines of business or to justify labor
includes an updated IT Governance (ITG) framework.           and delivery costs when they are unable to ascertain
Mercury ITG facilitates accountability and compliance        Return On Investment (ROI). With best practices in
efforts while incorporating SLM best practices. Drawing      place, companies are better positioned to apply rational
on Mercury’s array of products—such as BAC, ITG, and         thinking and metrics when assessing ROI and the
Mercury Application Management—BTO maps to ITIL              Total Cost of Ownership (TCO) of IT investments.
disciplines and enables users to tailor ITIL processes to    Additionally, they are better positioned to meet IT
meet particular business requirements.                       governance expectations. Best practices take on strategic
The Need for Best Practices                                  significance as companies recognize the value that these
The increasing demand for best practices corresponds         disciplines contribute to the overall landscape of IT
to companies’ requirements to be more competitive            Service Management (ITSM).
while also holding down costs. IT solutions can be           Technology Complexity—Services vs. Silos
differentiators in terms of operational value such as        With multiple global locations and lines of business, it is
efficiency and customer service, and strategic in delivery   no wonder that technology often is divided into “silos”
of new business requirements. Tactical value comes           of infrastructure. Companies develop and maintain
from making a decision to do something (such as              systems and applications according to IT group or
update the configuration database to reflect changes);       Line Of Business (LOB)—rather than according to

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         business process or service—resulting in a hodgepodge        developing manageable applications, implementing
         of packaged, custom and legacy applications. With their      security procedures, managing projects, and managing
         intrinsically narrow views of the enterprise, silos add      IT infrastructure. ITIL helps companies ensure that
         to the complexity of managing enterprise applications        they automate efficient processes in the context of best
         and create a number of management problems. The              practices—to increase competitiveness.
         lack of visibility across the enterprise hinders the
                                                                      ITIL has already “figured out” how to deliver services in a
         ability to measure service levels and the business
                                                                      cost-effective and efficient manner. With its best practices,
         impact of problems, obstructs managing availability
                                                                      companies can streamline development and maintenance
         and performance, and limits the ability to isolate and
                                                                      efforts, improving TCO while helping to ensure that IT
         resolve problems. Since each LOB addresses similar
                                                                      deliverables represent business goals. In addition to the
         management concerns—often in different ways—
                                                                      demand for 24x7 availability, quality performance, financial
         management efforts are duplicated, economies of scale
                                                                      accountability, and regulatory compliance, companies
         are lost, and any prospect of a “big picture” view of the
                                                                      face increased competition and, along with it, the need to
         business is negated by the lack of information sharing.
                                                                      satisfy customers. Applying best practices to tactical and
         ITIL best practices recommend using a collaborative          operational processes in IT Service Management helps
         approach to IT management that supports a business-          companies to manage these issues while differentiating
         process, service-oriented view of IT. In this approach, IT   themselves as service-driven organizations.
         seeks broad views of the underlying systems that support
                                                                      Adherence to regulatory requirements such as the
         the company’s business processes with the goal of
                                                                      Sarbanes-Oxley Act (SOX) requires companies to exert
         ensuring that IT meets the needs of the business. Service
                                                                      tight control over information flow. Effective control
         Support disciplines—comprising Change Management,
                                                                      of the Change Management process is essential to
         Configuration Management, and Release Management—
                                                                      compliance. SOX mandates that companies manage the
         help companies see the intricacies of multiple systems
                                                                      information stream through the organization with the
         and the effect of change across the enterprise.
                                                                      ultimate goal of ensuring accurate financial reporting.
         On the Service Delivery side of ITIL, Service Level          Satisfying compliance regulations such as SOX poses
         Management adds business perspective to the delivery         a tremendous expense in terms of time and money.
         of IT Services, and focuses on satisfying end-users and      Infusing planning and discipline into the IT management
         customers while creating accountability for IT. Even         processes helps companies streamline compliance
         though silos will continue to exist, the SLM overlay         efforts and avoid the chaos of ad hoc approaches.
         applies a business perspective that helps companies be
                                                                      ITIL Service Support and Service Delivery Backgrounder
         more efficient in measuring, monitoring, adjusting, and
         controlling systems to meet business goals. A full system    ITIL emphasizes best practices in IT Service Management
         view enhances root-cause diagnostics, helping IT to          (ITSM), which encompasses Service Delivery and Service
         isolate and resolve problems, and minimizing downtime        Support disciplines. ITIL’s Service Delivery component
         while increasing productivity among IT users and             includes tactical processes necessary for planning and
         business staff. Greater visibility helps companies assess    delivering quality IT services. Service Delivery best
         IT performance in terms of supporting business goals.        practices address Availability Management, Capacity
                                                                      Management, Service Level Management (SLM),
         ITIL: The Leading Best Practice Reference for Services       Service Continuity Management (contingency planning),
         The ITIL process framework is a guiding methodology          and Financial Management for IT services. ITIL’s
         for planning, delivering and supporting IT applications      Service Support component focuses on the operational
         and services. ITIL is not prescriptive—it does not           processes that enable companies to provide IT support
         dictate how to achieve best practices. Rather, ITIL          and maintenance activities on a day-to-day, around-the-
         is an overall guideline that users can refer to in order     clock basis. Service Support disciplines include Change
         to define and refine specific IT processes that address      Management, Configuration Management, Problem
         their particular needs. In addition to its focus on ITSM     Management, Incident Management (Service Desk), and
         processes, ITIL offers guidance on best practices for        Release Management (including software control and

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Optimizing ITIL Best Practices with Mercury BTO

distribution)). Table 1 summarizes the functionality and                    to keep records of all IT data and to provide information
goals associated with each Service Delivery and Service                     to the other processes. Critical steps are the population
Support component.                                                          of the CMDB and building the relationship between all
                                                                            the populated elements. The captured data can be for
One item that deserves further emphasis is the
                                                                            decision support, for change impact analysis, Release
Configuration Management DataBase (CMDB). Tightly
                                                                            Management verification, identifying rogue changes,
integrated with all the ITIL processes, the CMDB helps
                                                                            and any number of other information processing and
to ensure quality reporting and consistent information
                                                                            analysis purposes. The CMDB is a key component of the
tracking. The ITIL goal of Configuration Management is
                                                                            Change-Configuration-Release Management processes.

Service Delivery Components                                                Tactical processes
Availability management                                                    Measure and assess the availability of IT services defined in
                                                                           Service Level Agreements (SLAs).
Capacity management                                                        Monitor performance, workload, resources, demand, and
                                                                           other processes to determine IT service needs and ensure
                                                                           efficient IT delivery.
Service level management (SLM)                                             Identify, monitor and review IT service levels, and assess
                                                                           service quality and status of Service Level Agreements
                                                                           (SLAs).
Service continuity management (contingency planning)                       Perform risk analysis and develop disaster recovery
                                                                           and business continuity plans, designed to recover IT
                                                                           infrastructure and resume IT service delivery in case of
                                                                           business disruption.
Financial management for IT services                                       Assess Total Cost of Ownership (TCO) to ensure effective
                                                                           acquisition of IT infrastructure and provisioning of IT
                                                                           services.

Service Support Components                         Operational processes
Change management                                  Ensure prompt, efficient change while minimizing the
                                                   impact of change-related incidents on service quality.
                                                   Closely linked to Configuration Management and Release
                                                   Management.
Configuration management/Configuration Management Identify IT components (configuration items) for inclusion
Database (CMDB)                                    in the CMDB. Implement the CMDB to manage, control,
                                                   maintain, track, and verify information on IT services and
                                                   assets (including hardware, software, documentation, and
                                                   staff).
Release Management (including software control and Manage the distribution and implementation of software
distribution)                                      configuration items in a production environment.
Problem management                                 Identify and resolve IT problems, and take steps to prevent
                                                   recurrence of disruption to IT services.
Incident management (supported by the Service Desk Incident Management’s goal is to restore normal service as
function)                                          quickly as possible to minimize business impact and ensure
                                                   best service levels. ITIL’s best practices for Service Desk
                                                   recommend a single point of contact for users of ITSM
                                                   functions.
                                 Figure 1: IT Service Management Disciplines: Service Delivery and Service Support

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         Managing Services from a Customer-                             with the effect of change on business services or
         Business Perspective                                           business alignment. The customer-business focus is
         ITIL is not just about adopting best practice processes,       a broader approach as it encompasses the effect of
         but executing IT and business processes in the context         change on both end users and customers. The adoption
         of achieving business goals. Using ITIL as a guideline,        of best practices combined with strategic initiatives in
         common ITSM goals include:                                     Change Management and SLM helps companies realize
                                                                        the IT-business link.
             • P
                roviding and managing IT services that are
               appropriate to an organization’s business needs, thus    Managing from a customer perspective means being
               aligning IT capabilities to the needs of the business.   sensitive to the business needs of the customer—the
                                                                        LOB Manager, VP of sales, the CIO, the external
             • D
                eveloping, delivering and maintaining repeatable       customer. Developing and maintaining efficient services
               processes that serve business needs, and also can        improves quality of service and operational costs,
               be modified and improved upon as business needs          and supports the goal of aligning IT services with
               and technology capabilities evolve.                      business requirements. Measuring component or system
             • Improving IT efficiency to reduce operational costs.    availability may or may not relate to the user experience.
                                                                        Measuring the end-user experience allows IT to report
             • I mproving quality of service in terms of               back to customers what the business has achieved in
                application quality, performance, and availability.     terms of meeting SLAs.
             • I mplementing and managing Service Level
                Agreements (SLAs) in a cost-effective manner.           Mercury Business Technology Optimization
                                                                        (BTO)
         Another key goal, tied to the Change Management
                                                                        Mercury BTO supports a customer-business
         process, is to minimize the business impact of changes
                                                                        perspective—aiding strategic decisions by performing
         so there are as few incidents as possible.
                                                                        enterprise-wide risk analysis and business impact analysis,
         Customer-Business Focus vs.                                    measuring the effect of change, and summarizing the
         User/Service-Desk Focus                                        effects in easily understood graphical reports.
         A key trend in ITIL best practices is to embrace a             Mercury’s capabilities have been developed over the years,
         customer-business perspective with the idea of better          and expanded through acquisition (such as Appilog,
         aligning technology to business needs. Managing services       acquired for its application mapping technology, Kintana
         from a customer-business perspective requires viewing          for IT Governance capabilities, and SiteScope, for
         all users as customers, and focusing on the business           infrastructure monitoring). Mercury partners with third
         impact of IT service and performance changes. For every        parties to enhance functionality in some of the ITIL
         change to application function, process or deliverable,        disciplines, such as Capacity Management, Financial
         companies must assess the effect in terms of overall           Management, and IT Service Continuity Management.
         system performance, functionality, and Service Level           Mercury’s strategy is to continue to advance its functional
         Agreement. Business-IT alignment requires effective            scope through internal development and integration
         Service Level Management, Change Management, and               with best-in-class offerings. The Mercury BTO Lifecycle
         related processes such as Availability Management,             is illustrated in Figure 2.
         Configuration Management, and Release Management.
                                                                        Mapping Mercury BTO to
         Customer-business focused service management                   ITIL Best Practices
         contrasts with a common approach in which the IT
                                                                        With the goal of ensuring enforceable and repeatable IT
         Service Desk is central to managing IT activities. The
                                                                        processes, Mercury BTO solutions map to the key ITIL
         Service Desk approach is more focused on measuring
                                                                        processes for ITSM. On the Service Delivery side, Mercury
         system availability, responding to user requests,
                                                                        BTO automates processes in SLM and Availability
         maintaining system integrity, and ensuring system
                                                                        Management. On the Service Support side, Mercury
         uptime. The Service Desk is not necessarily concerned

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                                                                         data feed, and can be used to show the effect
                                                                         of IT expenditure on business objectives.
                                                                         Key ITSM Capabilities
                                                                         Mercury BTO provides a range of
                                                                         applications that facilitates deployment of
                                                                         ITIL best practices. Several BTO functions
                                                                         draw on Mercury Business Availability Center
                                                                         (BAC) to manage services from a business
                                                                         perspective. BAC offers role-appropriate
                                                                         dashboard views of enterprise-wide services.
                                                                         Using BAC helps different groups to view
                                                                         service levels according to their own needs,
                                                                         and to manage IT from a business perspective.
                                                                         BAC provides an enterprise-view of IT
                       Figure 2: Mercury’s BTO Lifecycle
                                                                         services and supports functionality across
                                                                         BTO, including transaction and infrastructure
BTO enables best practices in Change Management,                         monitoring capabilities, application mapping,
Configuration Management, Release Management, and             diagnostics, and Service Level Management. Mercury’s
Problem Management. Mercury enables companies                 Configuration Management database is at the heart of
to encode processes and create executable workflows           Mercury’s applications. A listing of Mercury solutions
based on custom business processes, a capability it calls     that enable the following processes is given at the end
“process digitization.” Mercury has leveraged this core       of this document.
capability to provide out-of-the-box workflows for the
key ITSM processes, which provides the process fabric         Incident Management (Service Desk)
to automate and enforce repeatable ITIL processes.            Mercury supports Incident Management through its
                                                              ITG Demand Management application. Incidents can
The Mercury Application Mapping functionality enables         be managed using the flexible Demand Management
BTO users to automatically discover the IT environment        platform that allows users to create and modify forms.
and to see dependencies between applications and              These forms can be designed to collect incident
infrastructure. Such visibility helps in measuring business   information and service requests that comes into the
availability. Mapping enables companies to access the         Service Desk. Incident tickets can also be generated
CMDB to ascertain configuration items and dependencies.       automatically from information from the SLM module
Mapping supports related Configuration and Change             or other infrastructure management solutions. A key
Management processes, such as change impact analysis          part of this capability is that the forms are connected to
and monitoring. Mapping is also the beginning phase of        the workflow engine which can be used to implement
defining services in an automated way.                        notification and escalation procedures as well as
Mercury BTO optimizes application quality, performance,       spawn problem and change requests. To jumpstart this
and availability across the application lifecycle by          process implementation, Mercury’s ITSM Accelerator
embedding ITIL best practice recommendations for              package (discussed further below) includes predefined
Service Delivery and support, application management,         forms, workflows, portlets, and KPI metrics that serve
and business perspective. Optimization helps companies        as a starting point and can be modified to meet specific
avoid automating inefficient business processes, and          user requirements.
allows companies greater visibility and control of service
                                                              Change Management
levels, promotes higher quality deliverables, greater IT
                                                              Mercury BTO Change Management supports the key
efficiency, and reduced costs. With expanded capabilities
                                                              ITIL goal for Change Management, which is to ensure
in Change Management and SLM, BTO provides the
                                                              that changes to the IT infrastructure cause no disruption
control needed to manage compliance and workflow
                                                              to services and are documented appropriately. The
activities. BTO’s SLM capability works with any kind of
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         Change Management process involves a series of steps to                               distribution of changes and to ensure that the appropriate
         initiate change, assess the risk and potential impact on the                          tested versions are installed. Release Management steps
         business, approve the change through a predetermined                                  are: design, build, test, train, install, and verify. When
         process, implement the change, then review the effect                                 testing, installing, and verifying changes, BTO Release
         of the change. BTO Change Management helps ensure                                     Management coordinates with the BTO Configuration
         a quality procedure by providing change impact analysis                               Management processes. Tapping into Mercury’s historical
         and monitoring, and enforcing a repeatable workflow                                   strength in software testing, BTO Release Management
         composed of the change notification, review and                                       automates functional and performance testing of IT
         approval process. The automated workflow helps to                                     services and applications. Another key capability of
         minimize risk and downtime, and improve service levels.                               BTO Release Management supports automated software
         BTO Change Management is tightly linked to release                                    distribution to various test and production environments.
         and Configuration Management processes as well as the                                 Automated software distribution reduces the risk of
         Universal CMDB.                                                                       downtime, lowers cost of distribution, and promotes a
                                                                                                                      stable production environment.
                                                                                                                    Problem Management
                                                                                                                    Mercury         BTO          Problem
                                                                                                                    Management supports the ITIL
                                                                                                                    goal of identifying and preventing
                                                                                                                    errors to minimize the adverse
                                                                                                                    impact of errors and to ensure the
                                                Figure 3: Mercury Change Management Workflow                        stability of service levels. Problem
                                                                                                                    Management is concerned with
         Configuration Management                                                              resolving the root cause of errors, and reducing the
         The ITIL goal for Configuration Management is to                                      time it takes to resolve problems. BTO automates
         identify and record all IT infrastructure components, and                             Problem Management processes to identify, classify,
         to share data with other processes. The benefit is efficient                          record, and diagnose problems. As with other BTO
         and effective control of IT services and infrastructure.                              functions, Problem Management is closely linked to the
         Mercury BTO Configuration Management dynamically                                      CMDB, depending on it to help analyze changes using
         discovers application and service relationships, detects                              comparisons of baselines and snapshots of IT services
         changes in services and configuration items, and                                      and configurations. BTO Problem Management offers
         updates the CMDB accordingly. In support of Change                                    diagnostic solutions for J2EE, .NET, and ERP/CRM
         Management, BTO Configuration Management goes                                         environments, enabling developers to drill down
         through the steps of auditing, reporting, and updating                                into application components to isolate components,
         the CMDB, establishing a baseline, and verifying                                      perform triage, and resolve the root cause of problems.
         changes against the CMDB and a software library.                                      BTO Problem Management is a solution that the
         In conjunction with Mercury’s Application Mapping                                     Service Desk team and other support teams can use
         solution, BTO Configuration Management includes                                       to track known errors and create requests for change
         discovering and mapping configuration items and                                       (RFCs) if needed.
         dependencies, and recording them in the CMDB. The
                                                                                               Availability Management
         CMDB acts as a definitive system of record for all IT
                                                                                               In ITIL best practices, Availability Management
         Service Management processes.
                                                                                               optimizes IT infrastructure and services to ensure a level
         Release Management                                                                    of IT service availability that meets business objectives.
         Mercury BTO Release Management addresses the ITIL                                     Mercury BTO Availability Management incorporates
         requirements for software control and distribution.                                   a real-time dashboard to assess business availability
         The ITIL goal is to implement quality procedures for                                  and performance thresholds from both end-user and
                                                                                               system perspectives. Real-time notification of changes

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in service availability helps companies resolve issues          appropriate roles (such as CAB and Change Manager)
before customers experience problems.                           and business rules into the workflow. The template
                                                                implements everything that ITIL recommends for
Service Level Management
                                                                Change Management, so companies can apply their
ITIL defines SLM as “the process of defining, agreeing,         own specific business rules to tailor them to their own
documenting and managing the levels of customer                 particular needs
IT service that are required and cost-justified,” with
the goal of maintaining and improving IT service                IT Governance
quality. Through a cycle of agreeing, monitoring, and           Mercury’s IT Governance Center (ITG) is an integrated
reporting on IT services, Mercury BTO Service Level             suite of software, services, and best practices that
Management helps companies to proactively manage                supports the governance of ITIL processes including
service levels. SLM offers real-time visibility into current    the more strategic ITIL processes of Business
service levels, and enables companies to monitor                Perspective and Application Management. Core ITG
and report on availability and response time. Links             functions include Demand Management, Project and
to BTO Availability Management and BTO Problem                  Portfolio Management, and Deployment Management.
Management help companies assess service quality and            It features a configurable workflow engine and the ability
the status of SLAs, resolve root cause of problems, and         to digitize processes. With ITG, companies can manage
improve on services. BTO Service Level Management               and monitor projects and track progress from inception
lets companies digitize business goals, transforming            to delivery. ITG includes a real-time dashboard that
business objectives into executables that can be                facilitates communication between IT and LOBs, and
deployed. Effective SLM minimizes SLA breaches, and             offers role-based, exception-oriented views of IT.
helps companies define quantifiable service-level
                                                                Mercury takes a lifecycle approach to portfolio
objectives that reflect business requirements.
                                                                management—beginning with strategic demand and
ITSM Accelerator                                                following through to the delivery of projects. ITG
Towards the goal of accelerating ITIL implementations,          Portfolio Management enables users to run initial
the Mercury ITSM Accelerator provides out-of-the-box            project ideas and proposals through a project planning
workflow templates and predefined KPIs that support             cycle, which includes process review and approval. ITG
the key ITSM processes of Incident, Problem, Change,            enables users to objectively compare one proposal with
Release, and Service Level Management. The ITSM                 another, and choose the set of projects that match
Accelerator also provides the ITIL-compliant forms              business needs and fit within budget boundaries.
that collect relevant information to drive the workflows        Using automated processes, the portfolio management
in a repeatable manner. Role-based dashboard views              function helps companies to narrow the proposal
and reports of real-time data feeds can be viewed in            field to a manageable set of viable projects. Decision
various ways—graphs, pie charts, bar charts—to show             makers can then perform subjective and objective
KPIs and metrics for each process. For example, for the         analysis, using a set of interfaces to perform a what-
Change Management process, Mercury offers a Change              if analysis, compare ROI, measure cost-benefits, and
Management workflow template that embeds the                    other business considerations. Once the planning
                                                                                       stage is complete, projects can
                                                                                       be monitored and tracked. ITG
                                                                                       Deployment Management helps
                                                                                       govern the way projects are rolled
                                                                                       into production. Completed
                                                                                       projects become assets in
                                                                                       production, and then come
                                                                                       under the tactical or operational
                                Figure 4: Mercury SLM Process                          management function.

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         Customizable Workflow Engine and Process Digitization          based on custom rules, and then create an executable that
         Business processes are digitized to create executables         enforces and repeats those rules is a terrific competence.
         that help to automate IT and business processes, track         The downside is that companies can automate poor
         Key Performance Indicators (KPIs), and enforce                 processes as well as efficient ones. However, Mercury’s
         repeatable processes. Digitized workflows can be used          support for ITIL best practices should help companies to
         to implement tactical, operational or strategic initiatives.   develop intelligent and business-appropriate applications,
         As with any other data stream, the digitized processes         especially with its out-of-the-box workflow templates.
         can be pulled into a dashboard view or report.                 With its underpinnings in interactive testing and a
         Managing the IT Portfolio                                      maturing solution set that supports ITIL best practices,
         Mercury’s predefined workflow and reporting templates          key strengths for Mercury are its Change, Release, and
         are part of the ITG Demand Management solution.                Configuration Management capabilities, along with
         Demand Management captures business requirements               its comprehensive Service Level Management and
         and uses them to digitize workflows in order to                Availability Management components. Mercury’s focus
         implement tactical and operational processes (“keep            on Change Management and SLM has empowered its
         the lights on” projects) as well as strategic initiatives.     product line, and will inspire interest among companies
         Strategic initiatives might include activities such as         seeking value in those areas. BTO’s emphasis on
         managing resources, budgets, or project portfolios. ITG        optimizing application quality, performance and
         Demand Management gives visibility to all sources of           availability across the lifecycle ensures a high quality of
         demand, and enables a single dashboard view of all types       IT services.
         of initiatives—tactical, operational, and strategic. The
         dashboard view also offers an aggregated view of the           About Mercury
         entire portfolio. ITG Project and Portfolio Management         Mercury’s Business Technology Optimization (BTO)
         use demand management to drill-down to the level of            suite of application delivery, application management
         individual projects, and manage them to completion.            and IT Governance solutions enables companies to
                                                                        unlock the value of their IT investments by optimizing
         EMA Viewpoint                                                  business and technology performance to meet business
         Mercury brings strategic value to the operational and          requirements. With Mercury, customers can measure
         tactical processes of ITSM. Mercury enables ITIL best          the quality of their IT-enabled-business processes,
         practices across the lifecycle, supporting ITSM, Business      maximize technology and business performance at
         Perspective, and Application Management processes.             every stage of the application lifecycle, and manage
         Mercury treats its product lines as a “media offering,”        their IT operations for continuous improvement. Our
         where customers can mix and match functionality as             leading-edge software and services, complemented by
         appropriate. Users of Mercury BTO are likely to use            technologies and services from our global business
         elements of Mercury ITG and Mercury BAC. Although              partners, are used by over 30,000 customers—including
         Mercury’s ITIL support is not all encompassing—                by 75% of the Fortune 500—to improve quality, reduce
         the Service Delivery support is limited to SLM and             costs, and align IT with business goals.
         Availability Management—it supports most of the ITSM
         disciplines and partners with other leading vendors in
         providing full-bodied ITIL support.
         Mercury’s focus on customer-business interaction
         rather than a user-centric, Service Desk approach to
         implementing ITIL is in keeping with the goal of aligning
         IT with business requirements. Enterprise Management
         Associates (EMA) sees Mercury’s process digitization
         as an exciting capability that further supports the IT-
         business link. The ability to define a business process

  ©2005 Enterprise Management Associates, Inc. All Rights Reserved.

Page 
Optimizing ITIL Best Practices with Mercury BTO

Change Management                                               ITG Demand Management
                                                                ITG Change Management
                                                                ITSM Accelerator
                                                                BAC Application Mapping

Configuration Management                                        ITG Demand Management
                                                                ITG Change Management
                                                                BAC Application Mapping

Release Management                                              ITG Demand Management
                                                                ITG Change Management
                                                                ITSM Accelerator

Incident Management                                             ITG Demand Management
                                                                ITSM Accelerator
                                                                BAC End User Management
                                                                BAC System Availability Management

Problem Management                                              ITG Demand Management
                                                                ITSM Accelerator
                                                                BAC End User Management
                                                                BAC System Availability Management
                                                                BAC Application Mapping
                                                                Mercury Diagnostics

Availability Management                                         Performance Center Tuning
                                                                Performance Center Capacity Planning
                                                                BAC End User Management
                                                                BAC System Availability Management
                                                                BAC Application Mapping
                                                                Mercury Diagnostics

Service Level Management                                        ITSM Accelerator
                                                                BAC Service Level Management
                                                                BAC End User Management
                                                                BAC System Availability Management
                                                                BAC Application Mapping
                                 Figure 5: Enabling ITIL Processes with Mercury BTO solutions

                                                                                                ©2005 Enterprise Management Associates, Inc. All Rights Reserved.

                                                                                                                                                          Page 
About Enterprise Management Associates, Inc.
Enterprise Management Associates, Inc. is the fastest-growing analyst firm focused on the management
software and services market. EMA brings strategic insights to both vendors and IT professionals
seeking to leverage areas of growth across e-business, network, systems, and application management.
Enterprise Management Associates’ vision and insights draw from its ongoing research and the
perspectives of an experienced team with diverse, real-world backgrounds in the IT, service provider,
ISV, and publishing communities, and is frequently requested to share their observations at management
forums worldwide.
Corporate Headquarters:
Enterprise Management Associates                                                                                                                Phone: 303.543.9500
2585 Central Avenue, Suite 100                                                                                                                   Fax: 303.543.7687
Boulder, CO 80301, U.S.A.                                                                                                                 info@enterprisemanagement.com
                                                                                                                                           www.enterprisemanagement.com
                                                                                                                                                    1015.120505
This report in whole or in part may not be duplicated, reproduced, stored in a retrieval system, or retransmitted without prior written
permission of Enterprise Management Associates, Inc. All opinions and estimates herein constitute our judgement as of this date and are
subject to change without notice. Product names mentioned herein may be trademarks and/or registered trademarks of their respective
companies. ©2005 Enterprise Management Associates, Inc. All Rights Reserved.
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