Mantralogix Inc. has adopted the ITIL framework as a best practice for delivery of technical services. All of our services are delivered using this widely accepted benchmark.

The IT Infrastructure Library (ITIL) consists of a range of modules, aimed at addressing the issues facing IT service management. The modules provide codes of best practice in IT service management. By making use of ITIL an IT organization is able to facilitate the quality management of IT service, to improve efficiency, increase effectiveness and reduce risks. Some of the most used ITIL modules are described below.

The Service Desk

The Service Desk provides a single point of contact between your customers and the delivery of services. The Service Desk employee will inform, guide and advise the customers about all aspects of service delivery. He/she wiil not only inform the customer on service disruptions, but also advise your customers about the services deployed by the service organization.

Incident Management

The Incident Management process ensures a quick recovery of service-degradations to the agreed or expected service level. The service levels are defined within a Service Level Agreement (SLA).

Problem Management

The aim of Problem Management is a decrease of the number of incidents by structurally resolving the errors within the IT infrastructure. The activities of Problem Management are: problem control, error control, proactive prevention of problems, identifying trends and management information resulting from these areas

Change Management

The ITIL Change Management process provides a mechanism to control and manage the initiation, implementation and review of all proposed changes to the operational IT infrastructure, in order to minimize the impact of change related incidents upon service delivery.

Configuration Management

The ITIL Configuration Management process covers the identification, control, status accounting and verification of the components of the IT infrastructure (configuration items, assets) and their relations. The main goal of this process is provide information about these components that is used in other service management processes.

Release Management

Release Management is the planning, design, build, configuration and testing of hardware and software to create a set of release components for the live environment. Release Management works closely with the Change Management and Configuration Management processes to ensure that the shared Configuration Management Database (CMDB) is kept up to date, related to the changes implemented by new releases and the content of those releases as stored in the Definitive Software Library (DSL). Hardware specifications, assembly instructions and network configurations are also stored in the DSL/CMDB

Service Level Management

The ITIL Service Level Management process is the process of negotiating, defining, contracting, monitoring and reviewing the levels of customer service, levels that are both required and cost justified.

Cost Management

The Cost Management objective is to produce, operate and maintain a costing and charging system concerning IT services.

Availability Management

Availability Management optimizes the availability of the IT infrastructure.

Capacity Management

Capacity management is concerned with the monitoring and tuning of existing services to ensure that optimum use is made of the hardware resources and that agreed performance and throughput levels can be achieved and maintained.

Contingency Planning

Contingency Planning provides planning for recovering IT services in a disaster situation.