Geyer & Weinig EDV-Unternehmensberatung GmbH

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ITIL – a tried and tested standard

Today, Service Level Management solutions are generally orientated to IT frameworks, such as ITIL or Cobit. ITIL has become the de facto standard for practical implementation of IT service management and is used as a guideline by a large number of companies worldwide. As the name - IT Infrastructure Library - implies, ITIL is a compilation of best practices covering diverse business sectors as well as public administration. The more than 40 books originally making up the library now are organised in five categories which are integrated in a Service Life Cycle model. The categories of ITIL V3 are

-          Service Strategy

-          Service Design

-          Service Transition

-          Service Operation

-          Continual Service Improvement

From the outset, Geyer & Weinig has orientated its SLM solution, INFRA-XS^®, to the best practices of ITIL, providing workflow mechanisms and a reporting strategy fully aligned to the described sub-processes. This applies particularly to the SLM sub-process, but also to the interfaces to other involved processes, including Change Management, Incident and Problem Management, or Availability Management.

In 2006, the INFRA-XS^® suite's compliance with ITIL standards was certified by the independent auditor Serview, the certification covering the software's Service Level Management and Availability Management processes.

In the certification process, the tool had to undergo a specifically developed evaluation procedure, based on the books IT Infrastructure Support Tools and Service Delivery Tools, edited by OGC (Office of Government Commerce - UK), taking into account the requirements a Service Level Management tool has to meet with regard to the core processes of ITIL. The procedure included detailed analyses of mandatory, integrational and functional criteria, of data definition, data flow and data integration.

As a result, Geyer & Weinig's ITSM tool "GW-TEL^® INFRA-XS^®" since has been "Two Star Certified" for the processes Service Level Management and Availability Management, and may carry the logo "IT!L CERTIFIED TOOL".

This seal of quality guarantees that the IT Service Management tools of Geyer & Weinig are a safe investment, now and for the future.