On Wednesday March 21 2018, Enric Roca, IT Infrastructure Manager at Camper and Diego Berea, Director of Obsidian, gave a presentation at BrightTalk on the implementation of Camper’s IT platform for service capability management and demand management processes using the Obsidian service monitoring platform.
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Capacity management versus demand management
ITIL and the future ISO 20000 describe, in addition to an IT service capability management process, a demand management process.
- What are the differences between the two?
- How can they be implemented effectively in an organization?
- Is it possible to automate them?
- Can they be equipped with intelligence?
Effective implementation of these processes in organizations providing IT services is not without its challenges. This presentation shows some keys to successfully implementing these processes, following ITIL best practices and the requirements of ISO 20000-1: 2018.
A Success Story: Obsidian in Camper
First of all, based on the real case of Camper, Enric Roca presents how to calculate service level indicators to have dashboards and reports showing the level of compliance with SLAs both in real time and with historical analysis.
Diego Berea goes on to present the capacity management process and how to manage it at component, service, and business levels.
Finally, it is shown how to analyze the demand, apply artificial intelligence techniques to estimate their evolution and detect patterns of behavior.
Other Obsidian Presentations on BrightTalk
For the second consecutive year, Obsidian is participating in the itSMF Spain tools course. In 2017, the webinar presented by Raquel Fernández dealt with the calculation of SLAs with Obsidian.
Previously, in 2016, Diego Berea presented another webinar with David A. Smith on New trends in IT service monitoring (in English).