Bigger isn't better when it comes to implementing the IT Infrastructure Library (ITIL), a framework of IT service management (ITSM) best practices. It can take years to adopt all 26 ITIL processes, said John Prestridge, vice president of marketing and products for SunView Software, a provider of ITSM software.
SunView’s advice to its customers is to focus on implementing four key areas that should yield a quick return on investment (ROI): self service/service desk, change management, release management and service asset configuration management. With speedy wins in those areas, IT organizations can then adopt additional ITIL processes at a slower pace.
To that end, SunView this week is introducing ChangeGear 5.0, software with built-in ITIL service workflows that offers both cloud and on-premise delivery options. The company calls its approach “ITIL-as-a-service.”
Prestridge said midmarket companies, a key demographic for SunView, typically don’t have a lot of existing ITIL expertise. ChangeGear’s cloud delivery model and built-in workflows allow them to get ITIL up and running in days, not months.
Incident, problem and change management, and a service catalog and configuration management database (CMDB) are integrated via a single code base. Customers can also customize the solution to meet specific requirements using a drag-and-drop interface.
Dan Carbonnel, director of Information Technology for outsourcing services provider StarTek, Inc, a SunView Software customer, said the ChangeGear software “makes it easy to get your ITIL initiative started, focusing on a strategic automation of processes that get you a quick ROI.”
SunView’s approach appears to be resonating with customers. Founded in 2003, the company increased its customer base by 45 percent in the past 12 months and now has 400-plus deployments.