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Logic Communications 'Gets' ITSM

Change is always hard but ITSM and ITIL do make it easier to manage.
Jun 30, 2006

Lynn Haber

As a maturing provider of telecommunication services on the island of Bermuda, Logic Communications knew that in order to maintain its competitive edge, conserve costs, improve customer service and meet a constant recruitment challenge, it was critical to implement IT service management (ITSM).

With 70 employees, Logic, an 11-year old provider of corporate and residential Internet products, telecommunication services, and a full suite of professional IT consulting services, realized it had too many points of failure within its internal organization.

“We needed to empower employees to become more proactive with greater visibility and accurate information,” said Paul Bullock, product development manager at Logic. “We also had a general desire to move towards a process-oriented approach to our business."

In fact, according to Bullock, the company depended too much on employees that may or may not be working at Logic for the long-term. And, when the employee left, so did the knowledge. Finding employees committed to staying on the island had always been a challenge.

That’s when Logic hooked up with InteQ. “Initially, Logic was interested in us for the managed service aspect of our business but they were also attracted to our expertise in ITIL and how to use it in their organization,” said Valerie Arraj, global ITSM practice manager at InteQ. A provider of infrastructure management services, and ITSM, InteQ bases its professional and managed services on ITIL.

Today, Logic uses InteQ’s On-Demand Solution for HP Openview for network and systems management. The company is also, implementing ITSM and ITIL, a semi-prescriptive framework for improving services and control.

“An organization can have a control bias, which is like having management looking over your shoulder, or a systems bias, which builds a degree of autopilot into the system,” said Bullock. “We wanted the latter.”

The two companies are also becoming business partners. Logic believes it can add value to its customers by adding InteQ On-Demand Solution for HP OpenView to its product lineup.

Taking Back Control

Despite being successful as a provider of IT services, Logic, a $25 million company, managed its internal IT infrastructure by the seat of its pants. There was no change management process in place and no way to review a process for technology changes, such as cutting over a customer to new service. As a result when a problem, big or small, did arise it was difficult to understand.

Things were done off-the-cuff, like using email to send trouble tickets to one another. In fact, dozens of emails were sent in a day, or hundreds per week. “There was no easy way to follow-up on the trouble tickets or emails,” said Bullock.

After doing some research and cold calling, Logic connected with InteQ and instead of purchasing and implementing a network services management tool in-house, Logic opted to outsource the monitoring and management of its IT infrastructure to InteQ. The company provides 24/7 managed services, proactive monitoring, notification, escalation, problem resolution.

Logic uses InteQ’s InfraWatch Remote Management Services and InfraDesk for its service desk. According to InteQ, InfraDesk address all aspects of the ticket lifecycle. InfraDesk is based on ITIL, nonproprietary standards for enabling predefined workflows and processes for service request, incident, problem and change management, according to the company.

“We now assign incidents to the relevant department. InfraDesk raises visibility and trackability of the day-to-day operations and quality assurance,” said Bullock.

Logic also brought in InteQ to conduct a workshop for its managers on ITIL processes, earlier this year. “We met with about a dozen of Logic’s managers and held an ITIL Foundation Certification three-day training,” said Arraj. “There’s not a company we step into that doesn’t have some processes in place but they’re usually immature and are not utilized consistently."

The key is to teach businesses how to be more proactive than reactive. “Most companies spend seventy-to-eighty percent of the time fighting fires and twenty-to-thirty percent of the time implementing new capabilities and initiative to help the business grow and be competitive,” said Arraj.

Moving Forward

Logic is currently working on a phased approach to implementing ITSM and ITIL within its organization. “We’re enrolling devices to the configuration management database on a box by box basis working with InteQ,” said Bullock.

Logic has also established a change management committee and over the next two quarters will implement ITIL practices to identify incidents, problems and change. The motivation for Logic to continue with its systems management approach is achieve repeatability. “We need to be able to withstand staff, equipment and line of business changes,” he said.

As Logic and InteQ build a business partnership, both companies benefit from a shared perspective, said Arraj. That perspective includes: having in place the right technologies to monitor and manage the infrastructure; following ITIL practices to drive operational excellence and IT governance objectives; and, having the right people with 24/7 visibility into the performance and availability of the IT infrastructure to proactively manage it.