Competition dictates that the levels of service provided by businesses and their partners and customers cannot be less than excellent.


Executive Summary

As technology has become increasingly complex with immediate financial implications when problems occur, and a business environment that must create a greater number of services to remain competitive a well-defined IT Service management framework is essential.


Over recent years the IT Infrastructure Library (ITILTM) best practices framework has become the IT industry's standard methodology for enterprises streamlining their IT service management capabilities.


The main benefits of applying the ITIL principles are:

  • Optimized IT infrastructure to provide for existing and anticipated business requirements
  • Permanently lowered Total Cost of IT Ownership including service cost.
  • Enhanced IT Service quality to increase confidence in IT systems and service delivery

The popularity of ITIL is partly due to its flexibility and applicability to almost any business scenario, mainly due to the fact that it does not provide step-by-step instruction on how to solve all IT-related issues.


In addition ITIL does not mandate any particular tool to be used in order to implement the framework. How an organisation adopts ITIL is entirely left to the particular enterprise and the IT heads typically must adapt the implementation to the specific needs and budgets constraints of the company.


This requires reviewing and mapping management tools and products into ITIL framework to ensure the core functions are covered.


Implementers can rely on a wide range of Phinza solutions to provide core ITIL functionality with many additional features that extent the scope of ITIL considerably.


Phinza software is able to deliver web based software that is ideal for the delivery of actionable ITIL recommendations in the areas of Availability Management, Service Management, CMDB Management, Service Level Management, Change Management, Problem and Incident Management.


In Additional Phinza offerings outside the scope of ITIL include advanced Asset and Inventory Management, Cable management, Location Management, Warranty Management, Quotation Management, Procurement Management, Service Portfolio Management and Dependency tool.


To ensure all Phinza based systems as well as external client based systems operate we provide an extensive workflow system used to simplify processes and ensure conformancewith industry standards such as ITIL while ensuring global compliance to operational standards such as CoBitTM, Basel I & II and Sarbanes-Oxley (SOX).


FootPrintsTM ensure that responsibility for tasks is passed smoothly from one person to another while allowing accurate monitoring of critical processes.


Most enterprises are not approaching ITIL implementations as a single large project. Instead the customized framework is implemented as a series of smaller projects with returns on investment achievable within three to six months. Existing Phinza customers demonstrate the technology's ability to grow with IT as their alignment with enterprise needs improve. Thus enterprises can depend on Phinza to be a strategic part of their ITIL implementation.


Business Drivers

The performance and delivery of IT services is imperative for business strategies in today's competitive world to succeed. Increased interoperability with partners and customers requiring extremely high service levels that increasingly cannot be compromised.


The problem faced by IT Services is that the complexity of infrastructure architectures, technologies, and device interactions is increasing, as is the complexity of the supporting IT organization.



Business executives require their IT organizations to provide more services, optimize the use of existing infrastructure while driving down costs, demonstrate value from new tools and services in record time, and at the same time ensure new and existing regulatory compliance is met. In response to all of these pressures, IT organizations are looking for ways to streamline their efforts and work as a cohesive unit with their business counterparts. The ITIL framework offers IT organizations a methodology to achieve that goal by linking business perspectives with IT infrastructure management as shown in Figure 1. ITIL takes its name from a series of publications written by dedicated IT professionals and industry experts giving guidance on Best Practices in IT Service Management (ITSM). Since the publication of its first elements in 1989, ITIL has fast become the most recognized and accepted framework for IT Service Management in the world. Most enterprises have multiple objectives for implementing ITIL best practices, including:


  • Align IT services with the current and future needs of the business and its customers to produce competitive advantages.
  • Improve the quality of the IT service delivered to improve both IT and business productivity.
  • Reduce the long-term cost of IT service provisioning to increase business profitability.
  • Demonstrate compliance to various governmental regulations in a cost effective manner.