It infrastructure of data center services based on ITIL

摘要

Fujitsu's data center services have been received favorably by customers and are growing steadily. As customers' businesses become more dependent on IT, however, their demands have increased and diversified to include a higher quality of service, enhanced security and support for internal control. In addition, now that the reduction of IT costs has become a key challenge for customers, they have higher expectations for data center services as a means of reducing operational costs, which account for 70% of their IT-related costs, and there are the conflicting demands of a better service level and lower-cost services. This paper presents the improvement and standardization of service processes based on ITIL that we have worked on to address the above-mentioned challenges. It also covers the establishment of a new service infrastructure to assist with and manage the reliable implementation of standardized processes.