ITIL: Microsoft and Open Source
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ITIL: Microsoft and Open Source ITIL: Microsoft and Open Source White Paper Microsoft Corporation Published: October 26, 2007 1 White Paper – ITIL: Microsoft and Open Source Contents ITIL: Microsoft and Open Source ........................................................................................ 4 Introduction to ITIL ............................................................................................................. 4 Service Support ............................................................................................................... 5 Service Delivery ............................................................................................................... 5 History of ITIL ...................................................................................................................... 6 Benefits of ITIL .................................................................................................................... 6 IT Service Support: Incident Management ......................................................................... 6 Definition ........................................................................................................................ 6 Product Comparison ....................................................................................................... 7 Open Source ................................................................................................................ 8 Microsoft ..................................................................................................................... 9 Incident Management Conclusions ................................................................................ 9 IT Service Support: Problem Management ......................................................................... 9 Definition ........................................................................................................................ 9 Product Comparison ..................................................................................................... 10 Open Source .............................................................................................................. 11 Microsoft ................................................................................................................... 11 Problem Management Conclusions .............................................................................. 11 IT Service Support: Configuration Management .............................................................. 12 Definition ...................................................................................................................... 12 Product Comparison ..................................................................................................... 12 Open Source .............................................................................................................. 13 Microsoft ................................................................................................................... 14 Configuration Manager Conclusions............................................................................. 14 IT Service Support: Change Management ........................................................................ 14 Definition ...................................................................................................................... 14 Product Comparison ..................................................................................................... 15 Open Source .............................................................................................................. 16 Microsoft ................................................................................................................... 17 Change Management Conclusions ............................................................................... 18 IT Service Support: Release Management ........................................................................ 18 Definition ...................................................................................................................... 18 Product Comparison ..................................................................................................... 18 Open Source .............................................................................................................. 19 Microsoft ................................................................................................................... 20 Release Management Conclusions ............................................................................... 21 IT Service Delivery: Service Level Management ............................................................... 21 Definition ...................................................................................................................... 21 Product Comparison ..................................................................................................... 22 Open Source .............................................................................................................. 23 Microsoft ................................................................................................................... 24 2 White Paper – ITIL: Microsoft and Open Source Service Level Management Conclusions ....................................................................... 24 IT Service Delivery: Capacity Management ...................................................................... 24 Definition ...................................................................................................................... 24 Product Comparison ..................................................................................................... 25 Open Source .............................................................................................................. 26 Microsoft ................................................................................................................... 27 Capacity Management Conclusions .............................................................................. 27 IT Service Delivery: Availability Management .................................................................. 28 Definition ...................................................................................................................... 28 Product Comparison ..................................................................................................... 28 Open Source .............................................................................................................. 29 Microsoft ................................................................................................................... 30 Availability Management Conclusions .......................................................................... 30 IT Service Delivery: Security Management ....................................................................... 31 Definition ...................................................................................................................... 31 Product Comparison ..................................................................................................... 31 Open Source .............................................................................................................. 32 Microsoft ................................................................................................................... 33 Security Management Conclusions .............................................................................. 34 ITIL: Microsoft and Open Source ‐ Conclusions ................................................................ 35 About the Author .......................................................................................................... 35 Appendix ........................................................................................................................... 36 Table A ‐ Incident Management Product URLs ............................................................. 36 Table B ‐ Problem Management Product URLs ............................................................ 36 Table C ‐ Configuration Management Product URLs .................................................... 36 Table D ‐ Change Management Product URLs .............................................................. 36 Table E ‐ Release Management Product URLs .............................................................. 37 Table F ‐ Service Level Management Product URLs ...................................................... 37 Table G ‐ Capacity Management Product URLs ............................................................ 37 Table H ‐ Availability Management Product URLs ........................................................ 37 Table I ‐ Security Management Product URLs .............................................................. 37 3 White Paper – ITIL: Microsoft and Open Source ITIL: Microsoft and Open Source Organizations live and die based on the efficiency, reliability, and security of Information Technology (IT). Because of this, IT must be fully aligned to the needs of all customers, internal and external. The Information Technology Infrastructure Library (ITIL) provides a strategy to define, implement, and monitor that alignment across the full spectrum of IT processes, ranging from Incident and Problem Management to Security Management. While ITIL focuses on the strategy and process of IT