Oracle E-Business Service Suite Release 12 ITIL Solution (Doc ID 850485.1)

Oracle E-Business Service Suite Release 12 ITIL Solution (Doc ID 850485.1)

Applies to:

Oracle Customer Support - Version 12.0.0 and later
Oracle Teleservice - Version 12.0 and later
Information in this document applies to any platform.
Checked for relevance on 01-MAY-2012

Abstract

Oracle E-Business Service Suite Release 12 is ITIL certified by Pink Elephant through the PinkVerify™ program in four process areas:
• Incident Management
• Problem Management
• Service Asset and Configuration Management
• Change Management
The focus of this paper is on how Oracle E-Business Service Suite can help organizations achieve their goals in the four ITIL processes for which the Suite is verified compliant by Pink Elephant.

Details

Reducing cost while improving quality, customer satisfaction and aligning ITIL with business are a few of the key issues facing senior business and IT managers today. By facilitating communication through standardized processes, the ITIL (IT Infrastructure Library) framework can help bridge the gap between IT and the business community. By focusing on the standardization and discipline that ITIL emphasizes, enterprises can reduce the ongoing cost of delivering IT services while improving the quality and consistency of service. Unfortunately, the lack of an integrated solution that supports the ITIL process lifecycle has been a major inhibitor in widespread adoption. IT managers are concerned about adopting point solutions for a single ITIL process that does not seamlessly integrate well with other processes. Oracle E-Business Service Suite Release 12 provides a rich, comprehensive, and fully integrated set of features that can be used to seamlessly support ITIL processes.
Please see the attachments to this note for the complete White Paper which describes the Oracle E-Business Service Suite Release 12 ITIL Solution. Also attached is a setup document containing setups that can be used as a reference/guideline when setting up an ITIL demo for customers using Oracle E-Business Service Suite Release 12.
Oracle E-Business Service Suite Release 12 ITIL Solution
Setup Document

Thanks
Srini