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Could Your Service Continuity Management Practices Improve?

ITIL Service Management ContinuityFor today’s service providers, business depends on user satisfaction, and to truly satisfy users, you have to make good on your promises. The deliverables you agree to furnish can’t be spotty or inconsistent.

Regardless whether you’re operating an email server or a scalable data center, you’ll find it hard to profit when end users are forced to suffer through downtime, random disconnects and other issues you should have kept on top of from the start. Fortunately, ITIL® training could help you target and eliminate the continuity deficiencies that stop your service from reaching its maximum potential.

How Does ITIL Handle Service Continuity?

Like other critical aspects of providing IT services, ITIL addresses continuity using a flexible management model. No server, cloud-based application or intranet portal can have 100% uptime. Just like user errors, natural disasters and software faults, the need for maintenance, improvements and other modifications generally limits the availability of services.

The main difference between a successful service and one that constantly receives complaints lies in how much of the unavoidable downtime the provider lets the user experience. The ITIL framework keeps services running by focusing on the processes that contribute to their usability.

Availability Standards: Design, Test, Monitor and Report

Continuity and availability are often related. Consider the example of a database server that runs on a specific operating system. When you decide to upgrade the underlying OS, you may want to duplicate a stable version before actually implementing permanent changes. This could minimize downtime if things go wrong or even prevent the user from ever knowing things changed behind the scenes.

This kind of functionality is integral to services that can handle load fluctuations and unexpected risks gracefully. Designing high-availability features is much simpler when you document the process in detail. From there, testing your controls and the overall resilience of your service are the logical next steps. Finally, ITIL rounds the process off with monitoring and reporting that help you verify you’re doing your job right and assure users of the same.

Defining Your Responsibility

Service management is an ongoing task, but it should rarely become a permanent budget drain. Your ability to set reasonable boundaries may determine just how profitable your service management endeavors are.

ITIL takes a uniquely realistic approach to continuity management in that it allows for faults within reason. Service components are classified based on how critical they are to a project or company overall.

Even if you can’t keep everything running, you’ll possibly still be able to deliver the vital bits and pieces. In addition, the fact that you’ve quantified the costs of maintaining your service components will let you determine the most fiscally sound course of recovery action.

Continuity is a vital part of high-level service management. By dividing this discipline into four clear stages, initiation, requirements and strategy, implementation, and ongoing operation, ITIL Service Continuity Management makes it easier to define what each service function requires to stay running. In the end, it leaves your firm better equipped to overcome potential setbacks and keep clients happy.

Learn more about what makes your services run smoothly. Contact an experienced Ashford Global IT consultant to discover how ITIL processes could better your services and your business as a whole.


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Frank is a leading trainer in IT Security.

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