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ITIL

Using PacketShapers in Support of an ITIL Implementation

The Information Technology Infrastructure Library (ITIL) is a framework of best practice approaches for delivering high quality IT services. ITIL outlines a set of management procedures to help businesses achieve quality and value for money spent in IT operations. It also is aligned with the international standard, ISO 20000. ITIL's audience is IT service providers, IT directors and managers, and CIOs. When used properly, ITIL helps IT departments improve their quality of service, including increased system uptime, faster problem resolution and better security. ITIL has long been popular in Europe and now is gaining recognition in the United States.

This section of the Best Practices website provides concrete ways that PacketShapers can be used in support of an ITIL implementation. Fundamentally, the PacketShaper has an excellent fit with ITL and can be used broadly across many disciplines for managing the issues associated with the WAN component of networks and application delivery across them.

For descriptions and examples of how the PacketShaper fits into the Service Management set of ITIL best practices, see the following sections.

Service Support

The Service Support disciplines are concerned with ensuring users have access to the appropriate services to support their business functions. Discover how the PacketShaper can be used for Incident Management, Problem Management, and Change Management.

Service Delivery

The Service Delivery disciplines focus on providing adequate support to users. Learn how the PacketShaper can be used in the following Service Delivery disciplines: Service Level Management, Capacity Management, Continuity Management, Availability Management, Cost Management, and Security Management.