The Information Technology Infrastructure Library (ITIL) provides the most complete and extensive Reference Framework for describing the ensemble of best practices and recommendations for Information Technology Service Administration.

ITIL was designed with a specific focus on administrative processes with similar behaviour to a Plan, Build, Run cycle. In the PBR cycle, planning and construction phases are executed in a continuous improvement process powered by the results of the execution phase and by Service Strategy decision and changes. 

Design Processes

GNOSS coordinates the design of new versions of platform components with the specific developments for each client in mind. To this end, a Service Catalogue is maintained for each of the environments installed and, eventually, for each client.

We also define service levels according to the criticality level of each environment (15x5, 24x7, etc.). We administrate the system software according to the marketing model contracted by the client (SaaS, PaaS, On-Premise), taking charge of daily operations and service continuity for all of them.

In order to ensure the highest quality of service, we manage platform capacity and availability though a control panel, the GNOSS Operations Controller, which monitors both quantitative and qualitative indicators. The GNOSS Operations Controller interprets all the information generated by the alert system in the form of indicators. It infers, foresees and manages service needs based on this data.

On this basis of this information, GNOSS identifies areas where architecture service and component could be improved and/or developed. We additionally consider the results of our R+D projects, as well as information obtained from our continuous technological monitoring process.

We offer our clients service continuity plans and security plans in the cloud environments we administrate (SaaS and PaaS). We actively take part in the design of these plans in on-premise environments. Further still, we develop a security plan and a set of security level recommendations personalised to each client according to the needs established by each organisation. 


Process

Description

Operations

Design coordination

Coordination of activities, resources and processes, ensuring the consistent and effective design of:

  • Modified or new services.
  • Information management systems.
  • Architectures and technologies.
  • Processes, information and metrics.

GNOSS coordinates the design of new versions of platform components in consonance with each client’s specific developments. Beyond possible technological improvements in the system software, these new versions will adapt to the data from monitoring metrics as well as information reported by clients. 

Service catalogue management

Create and maintain a Service Catalogue with precise, updated information on all current and upcoming services to provide essential information for the rest of the Service Management processes: detailed service information, current statuses and interdependencies among them.

GNOSS maintains a Service Catalogue for each of the environments installed, independently of the marketing model (SaaS, PaaS, On-Premise).

Service level management

Negotiate Service Level Agreements (SLAs) with clients and design services according to the objectives proposed.

We offer service levels suited to each environment’s criticality level (15x5, 24x7, etc.) and we manage the system software as per the marketing model. 

Capacity management

Ensure that the IT infrastructure and service capacity level is able to economically and effectively meet the performance objectives, and to do it on schedule. Capacity Management considers all the resources necessary to provide IT services and predicts business needs in the short, mid-, and long terms.

Using data obtained through monitoring, GNOSS identifies areas for improvement and/or expansion in architecture services and components, taking into account foreseeable and detected needs.

Availability management

Define, analyse, plan, measure and improve the availability of all aspects of IT services.

GNOSS monitors component performance in environments it administrates and participates in the definition of indicators and alerts for On-Premise environments. After defining and planning the establishment of availability parameters, we actively participate in their measurement, analysis and improvement.

IT service continuity management (ITSCM) 

Monitor and limit risks that could seriously affect IT services.

GNOSS makes service continuity plans available in its administrative environments (SaaS and PaaS) and participates in the design of service recovery policies, as well as in review and testing in on-premise environments.

Information security management 

Ensure the confidentiality, integrity and availability of IT services, data and information.

Security plans are part of GNOSS SaaS and PaaS administrative environments. GNOSS participates in the design of security policies for On-Premise environments.

Legal and regulatory compliance management 

Ensure that IT services, systems and processes comply with institutional policies and legal requirements.

GNOSS establishes or recommends security levels, or adapts to each organisation’s requirements depending upon the security level required by law or organisational regulations concerning data processing, as applicable.

Architecture management 

Outline a plan for future development in the technological landscape considering the Service Strategy and new technology available

In coordination with our Service Strategy processes, GNOSS monitors new technology and technological products; we also promote R+D projects such as AFEL in the interest of guaranteeing the future development of its platform.

Transitional processes

At GNOSS, we plan and coordinate all infrastructure resources for the purpose of developing and updating platform base and client versions with maximum efficiency. To this end, we manage the parameters associated with cost, effort, time and the desired quality for each project. We also manage changes and improvements to infrastructure, where our goal is always non-impact on service continuity, therefore ensuring that interruption in service provision is kept to an absolute minimum, and only performed when there are no viable alternatives.

So as to ensure service provision continuity, GNOSS has incorporated a Test Automation System, which lets us quickly verify the adequacy of each new version or improvement with maximum reliability. Likewise, GNOSS has developed an Automatic Version Installation System for fast, secure deployment of new versions of its platform and the specific functions of each client’s products in all environments. This tool is also available for environments where we operate on-premise.

Process

Description

Operations

Change assessment and management 

Control the life cycle of all changes, taking advantage of beneficial changes with minimum interruptions in IT service provision.

GNOSS manages infrastructure changes and improvements with minimum interruption in service provision. In on-premise arrangements, GNOSS can suggest changes and assist with their implementation.

Problem management

Plan for and coordinate resources to implement modifications within the estimated parameters of cost, time and quality. 

GNOSS plans and coordinates resources for implementing platform and client versions within the estimated parameters of cost, time and quality.

 

Application update and development

Development and maintenance of applications, personalised applications and product personalisation.

GNOSS implements changes on its platform and provides an SFD development environment for client-specific functions.

Deployment and version management 

Plan and control testing and version production, ensuring production environment integrity and correct component installation.

GNOSS has an Installation System that makes deploying its new platform versions and client product-specific functions quick and secure, even in on-premise environments.

Testing and validation 

Ensure that the versions developed and resulting services meet expectations and work properly. 

GNOSS offers a Test Automation System for fast, secure testing of new developments.

Configuration and asset management

Protect the information on Configuration Items required for the provision of an IT service, including the relationships between them.

GNOSS maintains a component inventory for each platform in SaaS and PaaS environments, as well as the systems for which it is responsible in On-Premise environments.

Operational processes

GNOSS maintains a single version of our platform’s system software for every project, which encompasses all the personalisation, requirements and specifications for each environment. This means it is critical for us to deploy exacting application life cycle management actions, especially when it comes to continuous, personalised, automatic updates and installations.

We likewise manage events, incidents, requests, problems and access to all installed environments. With that purpose in mind, we monitor qualitative and quantitative parameters for each of these, carrying out all daily operations tasks in coordination with client technical services as necessary.

We manage all of these aspects using software for agile tracking and follow-up in projects, requests and incidents, always in line with the different service levels and SLA response times contracted by each client. Within this operations and communications framework, we take responsibility for resolving, pre-empting and/or minimising the problems detected in all SaaS and PaaS environments and for the components for which we are responsible in on-premise environments.

Process

Description

Operations

Event management

Ensure that the Configuration Items (CI) and services are being monitored. Rule out and categorise events before deciding which actions to take.

GNOSS monitors qualitative and quantitative parameters in SaaS and PaaS environments. We coordinate our work with the client technical service in on-premise environments in order to process the received events, ruling out and categorising them before deciding upon a suitable course of action.

Incident management

Manage incidents throughout their entire life cycle to allow IT services to be returned to users as soon as possible.

GNOSS defines and manages service levels (helpdesk, Priority 1, Priority 2) and response times on its own Jira incident management platform according to the agreed critical levels in each case. We are able to provide this service using the client’s own tools. 

Request management 

Handle service requests, which most frequently minor; for example, password changes or requests for information.

GNOSS uses Jira to manage service requests from clients. These generally do not require development and can be resolved with administrative or platform configuration tools, as in the case of requests to change passwords.

Access management

Grant authorised users a service and prevent access by unauthorised users. 

In many cases, platform security management (GNOSS ID Manager) is sufficient for granting or denying permissions to users. Only on a few occasions might additional permits need to be granted, possibly at the system or network level.

Problem management

Control the life cycles of problems such that incidents are effectively prevented. The impact of the problems that cannot be prevented is minimised. 

GNOSS manages problems from their detection to their resolution in SaaS and PaaS environments, and in components for which we are responsible on on-premise platforms. Management involves not only incident resolution, but also incident prevention and mitigation.

IT operations control 

Monitor and control IT infrastructures and services and carry out daily operations tasks concerning infrastructure applications and components.

GNOSS monitors and controls services and infrastructures for the platform it administrates and carries out daily operations tasks concerning infrastructure applications and components.

Application management development and updates

Application life cycle management

GNOSS manages the life cycle of applications, taking into account each platform’s personalisation and requirements.

Technical management

Provide technical knowledge and support for IT infrastructure management. 

GNOSS’ technical department provides technical knowledge and support for IT infrastructure management, especially for on-premise environments.

Service strategy processes

We at GNOSS review our abilities and keep an eye on the market as it unfolds, observing the emergencies that will be the model for these markets in the future. The intent and result of these efforts is to develop and maintain service levels for our clients through an appropriate service portfolio. This is why we keep in constant contact with all our clients: so that we can understand and anticipate their present and future service demands.

Process

Description

Operations

IT service strategy management

Evaluate our offer, abilities and competitors, as well as current and future markets, in order to develop a strategy for serving clients, and ensure its correct implementation.

GNOSS continuously reviews its abilities and actively watches the current market with an eye to the future so as to develop and maintain service levels for clients and ensure the correct implementation of our service strategy.

Service portfolio management

Manage the service portfolio, ensuring a suitable combination of services in order to reach business objectives with an appropriate level of investment.

We manage service portfolios as a result of our strategy.

Demand management

Understand, anticipate and leverage demand for service from clients. 

GNOSS stays in continuous contact with our clients in order to understand and anticipate their demand for services.

Continual service improvement

We rely on information gained from monitoring the systems, incidents and problems we have managed, in addition to our clients’ feedback, all in order to evaluate the quality of our service. We identify areas for improvement in the proposed service levels and ensure that those levels match the needs expressed. Furthermore, we assess our processes to detect areas for improvement through tools including comparisons, audits, and maturity assessments.

We define process and service improvement initiatives based on assessments, which may be followed up with internal development or collaboration with the client. The implementation of these initiatives is appraised and compared with the plan in order to gauge whether or not corrective measures are necessary. 

Process

Description

Operations

Service review

Regularly evaluate the quality of service and identify areas that do not meet the service level standard proposed. Dialogue with companies to guarantee that service levels meet their needs.

In addition to client feedback, we draw on the information obtained from monitoring the system, incidents and problems we have managed in order to evaluate the quality of our service, identify areas for improvement in the proposed service levels and ensure that these service levels meet the needs expressed.

Process evaluation

Regularly evaluate processes and identify areas wherein proposed goals are not met. Perform comparisons, audits, maturity assessment and process reviews.

We use comparisons, audits, maturity assessment and similar tools to evaluate our processes and detect areas for improvement. 

Definition of improvement initiatives for services

Define specific initiatives for the purpose of improving services and processes based on assessment results. The resulting assessments may be internal or may require client cooperation.

We define process and service improvement initiatives based on assessments, which may be followed up with internal development or collaboration with the client.

Monitoring improvement initiatives for services

Verify whether improvement initiatives have been implemented according to plan and put necessary corrective measures into place, if applicable.

Improvement initiatives for service are assessed to ascertain whether they have been implemented according to plan and whether or not corrective measures are required.