Text of White Paper BoxTone Mobile User Management with ITIL and ITSM
1. White Paper BoxTone Mobile User Management with ITIL and ITSM Summary Today, many organizations are shifting their IT focus from day-to-day technical operation of back-office infrastructure to delivering high quality services that their users or customers require. For most, this means a shift from technology management to service management known as IT Service Management (ITSM) typically using the most widely accepted approach or process framework called ITIL (IT Infrastructure Library). For the mobile workforce that relies on BlackBerry smartphones to stay connected and reliably perform their business function anywhere, any time, the strategy of Mobile User Management has emerged as the most effective application of ITSM leveraging ITIL. This document outlines the capabilities of ITSM and ITIL as applied to Mobile User Management by BoxTone for smartphones such as those included in the BlackBerry platform.
2. BoxToneMobileUserManagementwithITILandITSM An Overview of ITSM and ITIL IT Service Management (ITSM) is sweeping the industry as a more effective, customer-focused approach to ensure that users get the IT services they require in the right priority, in a timely fashion and at the right price. ITSM is a customer or user-focused discipline for managing IT systems. ITSM focuses on the quality of processes for supporting and managing technology for end users, rather than on innovating or implementing the technology itself. The most widely accepted approach to IT service management in the world is ITIL (the IT Infrastructure Library). ITIL defines the organizational structure and skill requirements of an IT organization with a set of standard operational management procedures and practices to enable the organization to manage an IT operation and associated infrastructure. The most widely implemented ITIL framework is V2. This document focuses on ITL V2 as an organizational starting point. Within ITIL, IT Service Management is divided into two practices: Service Support ensuring that end users have access to IT systems required for their business function Service Desk the single point of contact between end users and IT with responsibilities to handle user incidents and requests, integrating people, processes and systems (also called help desk, field support, etc.). Incident Management the process of restoring normal service operation as quickly as possible while minimizing the adverse effects on the business (which may or may not address underlying root cause but does get the user up and running again quickly). Problem Managementthe process of finding the root cause of multiple smaller-impact or individual large-impact incidents and resolving permanently with a goal of shortening and eliminating future incidents and problems. Asset Management the standard policies and processes for systematically tracking, evaluating and managing software/hardware licensing compliance, inventory and usage. Configuration Management the process of tracking all configuration information for individual assets and entire systems, such as version and model numbers, baselined performance/throughput and relationships to other assets. Change Management the processes for efficient and reliable handling of change in IT systems in order to minimize impact of change-related incidents and improve overall operations. BoxTone,Inc2009 Page:2
3. BoxToneMobileUserManagementwithITILandITSM Release Managementthe process for automated distribution or releases of software and hardware with the goal of protecting the live environment through formal procedures, checks and certifications. Service Delivery proactive services to support overall customer requirements for the business Service Level Management brings together all other areas into one set of high-level metrics for tracking and reporting through continual identification, monitoring and review of the levels of IT services specified in Service Level Agreements (SLAs), ensuring that the agreed IT services are delivered when and where they are supposed to be. Capacity Management optimizing quality of service to cost of provisioning IT services, including such disciplines as application sizing, workload management, modeling, capacity planning and performance management. Continuity Management --ensures the availability and rapid recovery of IT services in the event of a disaster, including such disciplines as risk analysis, contingency planning and risk management. Availability Management enables IT to sustain the IT service in order to support the business at a justifiable cost, including such disciplines as availability requirements, availability planning and availability monitoring. Financial Management --ensures that the IT infrastructure is obtained at the most effective price (which does not necessarily mean cheapest) and calculating the cost of providing IT services so that an organization can understand the costs of its IT services. More information on ITIL is available at the following: www.itil-officalsite.com http://en.wikipedia.org/wiki/ITIL http://www.itlibrary.org/index.php?page=ITIL_FAQ BoxTone,Inc2009 Page:3
4. BoxToneMobileUserManagementwithITILandITSM Inside Mobile User Management Mobile User Management is a set of best practices and technology applied to ensuring the high quality of service that mobile users demand. In most instances, organizations turn to the Mobile User Management approach to more effectively support their mobile workforce a distinct group of executives, knowledge workers and field personnel who require reliable voice, data, email and application connectivity both to the Internet and back to the enterprise via smartphone technology such as the BlackBerry platform. Recognizing that mobility is different from traditional IT systems, Mobile User Management has become the only way to effectively and proactively manage, monitor and support the mobile workforce. Why is mobility different? It depends on infrastructure components that are outside an organizations control (RIM NOC, Carrier, Device itself) and beyond reach of traditional monitoring tools like MS MOM or HPOV; It depends on complex mix of communication links and APIs across multiple components where issues like mail-stopping hung threads, MAPI errors and CDO errors are very hard to detect; In reality 95% of the issues impact just a few users, so system and application level monitoring cannot isolate and IT takes a long time to identify root cause and fix. Add to this the fact that mobility is in a constant state of change, with mobile user growth doubling or even tripling year-over-year, and of course users constantly move and roam across carriers of various service levels. Figure1:ComplexityofInsidevs.OutsidetheFirewallDemandsUniqueMobileUserManagementApproach BoxTone,Inc2009 Page:4
5. BoxToneMobileUserManagementwithITILandITSM Proactive IT service management means proactive Mobile User Management, which has led many organizations to leverage their ITSM initiatives through ITIL into their Mobile User Management initiatives. This means the tremendous benefits of ITIL can extend to mobility, rather than segregating mobility into a one-off group of specialty skills, higher cost and unpredictable complexity. Beyond the economies of scale and efficiency, an ITIL-based organization benefits from one standard set of vocabulary and best practices across the entire IT organization for delivering all end-user services and technologies. Mobility, Mobile User Management and ITIL As organizations look to formalize their Mobile User Management practices, they can directly leverage the two sets of ITIL V2 practices for Service Support and Service Delivery. The inherent flexibility in ITIL means that organizations can start in the areas they identify as most important to their business, and over time they can adopt all 12 areas. Ultimately, a comprehensive approach to Mobile User Management means that an organization should identify processes and technologies to start addressing the most important areas today while developing a long term ITIL adoption strategy. As shown in Figure 2 below, many organizations choose to proactively start with Asset Management (including inventory, compliance and expense) while they are still in the early part of the VIP growth phase. Other more established organizations moving towards the mission- critical platform phase tend to start with Incident Ma