At ItSMF Fusion 2008 conference, Oracle announced that its IT Service Management Suite has been certified as ITIL compatible through Pink Elephant's PinkVERIFY IT Service Management certification program. The certification is achieved for six core ITIL processes: Incident, Problem, Change, Configuration, Release and Service Level Management. Oracle's IT Service Management Suite is made up of Oracle Enterprise Manager, Siebel Helpdesk and Oracle Business Intelligence Enterprise Edition.
The call to adopt more vigorous business disciplines in running IT has become louder and louder each year, and the trend can be seen in the increasing adoption of ITIL practices. In a way, running IT in a business manner and making IT decisions according to business needs should really be a no brainer. Conceptually, IT management shares many common problems with other management domains, from project management to finance to operations.
Indeed, we have seen customers applying many Oracle technologies that they use to run various business functions to manage IT. Standardizing on the same technologies helps simplifying the IT environment, leading to better economy of scale and cost savings. Furthermore, it is easier to integrate IT management processes with core business processes when the same software is used.
More information about Oracle's IT Service Management Suite can be found here.
More information about the certification can be found here.
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Oracle has certified the Oracle E-Business Service Suite for ITIL V3 processes demonstrating its commitment to the ITIL best practices (https://www.pinkelephant.com/nl-BE/ResourceCenter/PinkVerify/PinkVERIFYTools.htm). ITIL is a leading framework for ITSM best practices. By implementing ITIL, customers can standardize IT services and processes, increase quality of service, improve application performance and reduce operational costs while adhering to corporate and legislative compliance requirements. This announcement also demonstrates Oracle’s unwavering dedication to helping customers who seek operational excellence through the adoption of the ITIL best practices by providing a complete solution for a complete ITIL compatible.
With Oracle E-Business Service Suite R12, organizations will quickly deploy ITIL compatible processes to achieve greater IT efficiency, attain greater accountability and control over compliance and governance processes; and demonstrate IT’s value by easily integrating IT and business processes for greater business value and alignment. Oracle E-Business Service Suite R12 provides a complete solution for managing incidents, problems, changes, and service assets and configurations. It helps businesses control costs, allocate scarce resources, and improve the speed and quality of service response. It has been verified for the following ITIL processes:
o Incident Management: Helps you resolve events that cause unexpected interruptions or degradation of services in the quickest and most effective way possible
o Problem Management: Helps you to analyze and identify root cause of Incidents
o Change Management: Helps you to evaluate and establish procedures for handling IT infrastructure changes to ensure quality and continuity of IT Services
o Service Asset & Configuration Management: Helps you to maintain and provide accurate information about IT Configurations
Oracle E-Business Service Suite can provide the customers an integrated experience for incident and problem management with automatic incident management and closed loop remediation capabilities by integrating with Oracle Enterprise Manager.
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