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FCAPS is the core of Network Management, while ITIL shares the good practices that helps manage IT Services, Practices and Tasks. Is there a relationship between FCAPS and ITIL? This presentation, help you understand where ITIL meets Network Management (FCAPS).
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FCAPS from an ITIL Perspective
ManageEngine OpManagerThe network monitoring softwarewww.opmanager.com
FCAPS and ITIL – An Introduction
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FCAPS
Heart of Network Management, since 1980’s.
More of technical network
management.
ITIL v3
A new collection of good practices for the complete IT. More toward service delivery, improvements and support.
FCAPS and ITIL – An Introduction
ITIL - Core publications or modules
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement
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Sample Use case: VPN serviceRemote user access to corporate network
Vendor negotiation,availability and security aspects
Building the units, testing and deployment
Handling day-to-day activities and resolving performance hiccups
FCAPS and ITIL – An Introduction
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ITIL – Core modules and their sub-elements• Financial Management• Demand Management• Service Portfolio Management
• Service Level Management• Service Catalog Management• Availability Management• Supplier Management• Capacity Management• IT Service Continuity Management• Information Security Management
• Transition Planning and Support• Change and Configuration Management • Release & Deployment Mgmt• Service Validation and Testing• Change Assessment & Evaluation• Service Knowledge Management
Processes• Event Management• Incident Management• Request Fulfillment• Problem Management• Access ManagementFunctions• Service Desk• Technical Management• IT Operations Management• Applications Management
• Service Management• Service Reporting• Service Improvement
FCAPS and ITIL – An Introduction
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FCAPS – Network Management framework; Evolved from ISO Telecommunications Management Network.
• Fault Management
• Configuration Management
• Accounting Management
• Performance Management
• Security Management
Understanding FCAPS from an
ITIL Perspective
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FCAPS from an ITIL Perspective
• Fault Management– Includes Detecting, Isolating and Resolving
network problems– Helps assure optimal user experience, reduce
downtime, unacceptable performance degradations and mean time to resolve (MTTR).
This core module is implemented in ManageEngine OpManager and Applications Manager
FCAPS from an ITIL Perspective
• From ITIL’s standpoint– Service Operations
• Event Management
• Incident Management
– Event Management• Process of detecting and make sense of them
• Determine the appropriate control action.
• Automating routine operations
• Comparing performance and behavior
• Act as basis for service assurance, reporting and improvement.
Sample Use Case
50% 75% 90%
FCAPS from an ITIL Perspective
• From ITIL’s standpoint– Incident Management
• Any disruption to a normal service
• Objective is to restore the service ASAP
• Include prioritizing an incident, assigning it to a technician, and unresolved or problematic incidents are escalated to higher levels.
Incident Management is implemented in ManageEngine ServiceDesk Plus
FCAPS from an ITIL Perspective• Configuration Management
– Gathering and storing the network and system configuration information
– Tracks change – Simplifies the change process– The configuration information includes Hardware,
Software elements and programming as wellExample: A Cisco router, IOS and the startup and running configuration.
Referred as Configuration Item (CI) in ITIL
This core module is implemented in ManageEngine OpManager NCM Plug-in or Device Expert for Network devices
and Servers and Desktop it is done by Desktop Central
How does it help?
FCAPS from an ITIL Perspective
• From ITIL’s standpoint– Service Transition
• Change and Configuration Management
– Change and Configuration Management• Process start after the procurement of the units
• Initial version is build during the service transition phase
• Subsequent base-lining improvement are made during Service Operation and Continual Service Improvement
• Also includes Remediation planning viz. back-out plan
FCAPS from an ITIL Perspective• Accounting Management
– Facilitates better distribution of resources– Measures the resource usage– Helps reducing operational cost and– Establishes better control
Sample Use Case
This module is implemented in ManageEngine OpManager NetFlow Plug-in or NetFlow Analyzer and ServiceDesk Plus (CMDB)
FCAPS from an ITIL Perspective
• From ITIL’s standpoint– Service Strategy
• Financial Management
Financial Analysis and Charge back
– Service Design
• Service Level Management
If a service is used only by a particular team. E.g. Invoicing application service
– Service Operation
• Technical and Application Management (Function) If they are available to all the users across the corporate. E.g. Email service
• Performance Management– To understand the current network health and efficiency– Helps prepare the network for future– Includes measuring various performance metrics– Ensures service availability and performance at an
optimal level– Remember unnoticed problems might lead to Event
Management and Incident Management
FCAPS from an ITIL Perspective
Sample Use Case
50% 75% 90%
This core module is implemented in ManageEngine OpManager and Applications Manager
FCAPS from an ITIL Perspective• From ITIL’s standpoint– Service Design
• Capacity & Availability Management
– Service Operation
• Technical and Application Management
– Continual Service Improvement
• Helps improve quality of service
• Includes standardizing and base-lining of quality achieved.
FCAPS from an ITIL Perspective
• Security Management– Maintains the user and business information
confidentiality– Includes protecting the network from unauthorized
users– Controls overall activities and – Ensures data security through authentication and
encryption
This module is achieved through ManageEngine OpManager NetFlow Plug-in or NetFlow Analyzer, EventLog Analyzer,
Firewall Analyzer, Security Manager Plus and Password Manager Pro
FCAPS from an ITIL Perspective
• From ITIL’s standpoint– Service Design
• Information Security Management
Protects the availability, confidentiality and integrity of the information
– Service Operation
• Access Management (Process)
Controls the level and extent of functionality or data a user is entitled to use.
• Technical and Application Management (Function)
Is mainly for monitoring and auditing access trails
One important question to answer!
• Where to begin ITIL implementation?
Base is always the technology view, so you can start withFCAPS and implement ITIL across your corporate
FCAPS ITIL
About ManageEngineManageEngine is the only IT Management vendor focused on bringing a complete IT
Management portfolio to the mid-sized enterprise. Trusted by over 45,000 customers including 3 out of every 5 fortune 500 companies.
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Visit us at www.manageengine.com | For product demos, mail us at [email protected] | Call us at +1 888 720 9500
FCAPS: The extended framework for network management. Stands for Fault, Configuration, Accounting, Performance and Security Management
ITIL: The 5 core modules. Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
How FCAPS relates to ITIL?
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Where to start for ITIL Implementation
Summary
The ManageEngine product that supports FCAPS and ITIL
