Maintaining Quality of Service Based on ITIL-Based IT Service Management

Interest in the IT Infrastructure Library (ITIL) of system management best practices has increased in recent years, and corporations are starting to incorporate ITIL in their IT systems. To help with this incorporation, Fujitsu provides the Systemwalker product group, which supports ITIL-based IT service management. ITIL contains many kinds of management processes. This paper focuses on the service delivery area, which includes capacity, availability, and service level managements, and discusses the functions provided by Systemwalker Service Quality Coordinator (SSQC) and Systemwalker Availability View (SAView) from the ITIL perspective.