ITIL's availability management, meanwhile, digs into the details of an SLA. This includes uptime percentages and MTTR values, but it also involves things like the number of calls to the helpdesk, the number of supported users, and report creation and distribution to business customers, as well as cost and service violation penalties.
Cost management for IT services is the final broad category of ITIL service delivery. Here, people, hardware and software are figured into the capital and ongoing costs to provide IT services.
Need Help?
With regulatory pressures pushing IT toward ITIL, a standard for ITIL compliance is now available from the OCG: BS 15000 is a set of certified specifications designed along the same lines as ISO 9000, where an enterprise seeks to obtain ITIL certification. It doesn't specify certification for vendor products, however: Vendors selling products such as service-desk and asset-management tools can advertise their wares as having ITIL features, but not that they're ITIL-certified.
To realize the benefits of cloud-native software, an application must actually be cloud-native—designed to run in the cloud, interacting with disaggregated cloud services, fully manageable as code—to deliver the expected benefits.
By combining resources and expertise, the AI-Enabled ICT Workforce Consortium will offer a blueprint for how industries can adapt to an AI-dominated future.
IT leaders should heed the guidance of cybersecurity insurance providers who think businesses should prioritize security education, incident preparedness, regular internal audits, and ongoing vulnerability scanning and patching.
