:: HCL Comnet Ltd. ::

ITIL | BS 7799 | ISO 9001:2000

In this section, we present on overview of the ITIL best practices that is adopted by HCL to deliverservices to its customers.

IT service management enterprises must focus on service by adopting a business and systematic approach to managing day-to-day operations. The underlying business processes should support the technical competence and experience of the enterprise. To achieve this objective, IT Infrastructure Library (ITIL) was established as the standard framework for IT Service Management enterprises that entailed a comprehensive, consistent and coherent set of best practices. Today, it is the most widely accepted IT-process management framework in the world. ITIL describes the processes needed to manage the IT infrastructure efficiently and effectively in order to guarantee the service levels agreed upon by the IT organization and its customers. The diagram presented below gives an idea how ITIL processes fit in and act as a conduit between strategic and operational processes.

ITIL introduces a process oriented way of working within IT, all focussed on delivering high quality and guaranteed IT services to the IT customer. The benefits of a process way of working are:


	Makes quality improvements measurable
	Makes IT Service Management processes become manageable
	Provides a consistent way of working
	Provides a standardization of terminology
	Improves communication process
	Increases customer satisfaction by setting the right expectations

HCL Comnet is in the business of providing managed services to its clients in significant areas of IT, such as network management, IT infrastructure management and security management. We handle huge amounts of critical and confidential customer information, either in transit or stored in our servers.

In order to have the strongest capability to provide services to our customers and assure quality, we make our managed services a consolidated piece using the BS7799 standard. The core parts of our service providing wing – NOC, SOC, ITSM, Hub, IS – go through this process to ensure service delivery of the highest quality standards.


	Service Support encompasses six processes that cover the management of the of IT services themselves like Availability Management, Capacity Management, IT Service Continuity Management, Financial Management and Service Level management. These processes underpin the business aspects that service providers must take into consideration to maintain a steady and satisfying relationship with its customer The processes in the Operations Management Center of HCL that are followed to support the IT operations of the customer are detailed in this section. A brief description of each process, list of activities performed by HCL that are ISO certified and the benefits to the customer from the specific process have been detailed in this section. The service support processes can be broadly divided into Incident & Problem, Change & Configuration Processes, as shown below.


	Service Delivery is a practice of six disciplines that enable IT Services to be provided effectively like Configuration Management, Service Desk, Incident Management, Problem Management, Change Management and Release Management. These processes lay down standards for managing the day-to-day operations of customers by IT service organizations. The following diagram lists out all the processes that are part of the service delivery model.

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