The ITIL – ISO/IEC 20000 standard describes all the procedures that must be in place for highly predictable, reliable IT service provision. ITIL is usually referred to as a robust but complicated standard that requires a lot of training and implementation effort.
Regardless of how the ITIL ISO 20000 is viewed, this standard is required in industries where mission-critical applications are in place, since the standard provides guidance to meet the high expectation of service level provision as described in Service Level Agreements (SLAs). ALM tools for IT Operations support and IT management should be customizable for ITIL.
It’s all about effective escalation management
Escalation management is widely used for IT service management, and is also part of the ITIL recommendations. Carefully created escalation processes can ensure that unresolved problems don't linger and issues are promptly addressed. Escalation criteria such as missed deadlines are defined and result in appropriate actions, such as a change of status or a notification to a project member. codeBeamer ALM is customized for ITIL support with strong escalation management feaures for:
- Triggering events & notifications
- Automated workflow with escalation management (SLA-based)
- Activity monitoring and reporting
codeBeamer is great for IT Operations, DevOps and service management. The tool is able to send notifications and take automatic action (via the Tracker workflow) whenever users (via the GUI) and clients (via the remote API) submit and modify issues, or upon other actions or specified times.
Using escalation, Trackers can be configured so that issues that meet user-defined escalation criteria (that is, issues that need extra attention) can be automatically flagged so that they are more visible and treated in a timely fashion. The escalation trigger conditions and resulting actions are user-defined. Escalation processes are constantly monitored and KPIs can be generated by built-in plugins.