IT Best Practices – ITIL

Bull Services has utilized the  ITIL (Information Technology Infrastructure Library) as the framework for its IT Service management best practices since the late 1990s. Many Bull Services staff have obtained their Foundation ITIL certification.  

In support of the ITIL commitment, Bull Services utilizes HP Service Desk and a configuration management database (CMDB) to help manage its ITIL processes. Over a period of several years, Bull Services has implemented and refined its Service Desk configuration to log, dispatch, track, and report on the ITIL processes of incident management, problem management, change management, configuration management, and service level management.  

Using Service Desk as the hub, Bull Services has a standard set of processes and the accompanying language to present its IT Service management best practices. This enhances our ability to explain and accomplish the following:

• Capture customers’ requests for Service
• Dispatch requests for Service
• Automatically escalate Service requests based on customer specified time to complete intervals
• Integrate with HP OpenView and other tools to provide continuous automated monitoring
• Automate alarm notification by e-mail and/or pager for customer specified events (i.e. exceeding storage or performance thresholds)
• Near real time and periodic reporting of service request history and usage trends using the HP service Information Portal

Service offerings:

• Because Bull Services has several years of experience installing, configuring, and refining Service Desk, Bull Services has added a Service offering to assist other organizations with installation of HP Service Desk.  
• Since the Services are provided to multiple customers, the Help Desk/Service Desk environment is also available as a remote stand alone Service to customers interested in implementing IT Service Management best practices but would like to leverage the experience and capabilities Bull Services can deliver.