Availability and resilience
ITIL 4 · Availability management
- Redundancy-aware impact: clusters, replicas and mirrored storage
- Single points of failure for every business service
- Outage simulation of any item, room or data centre
Features
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01 · ITIL 4 · Plan · Improve
Plan: strategy and planning
Architecture, costs, suppliers, service resilience and the rollout roadmap – decisions made before anything needs fixing.
Enterprise architecture
ITIL 4 · Architecture management
- ArchiMate model on top of the configuration: capabilities, processes and applications
- Application map by capability with TIME decisions
- Roadmap with plateaus and work packages linked to changes
Costs and billing
ITIL 4 · Service financial management
- Cost import in the FOCUS standard with currency conversion
- Costs by customer, project and business service
- Service price list, server calculator and approved price changes
Contracts and suppliers
ITIL 4 · Supplier management
- Service contracts with covered items, validity and vendor SLAs
- Incident escalation to the vendor according to the contract
- Purchases, licences and invoices linked to the contract
Rollout roadmap
ITIL 4 · Organizational change management · Project management
- Discovery workshop: goals with KPIs, area maturity and data availability
- Rollout waves by impact, effort and dependencies
- Workstreams with tasks, owners, milestones and readiness checks
02 · ITIL 4 · Design & transition · Obtain/build
Build: change and delivery
Every change with impact, window and approval, purchasing and assets from order to retirement – configuration changes only with a change.
IT assets and procurement
ITIL 4 · IT asset management
- Purchase request, approval by cost centre and finance, order and receipt
- Asset cards linked to the configuration, with handover protocols
- Supplier invoices matched to orders and receipts
Licences and spare parts
ITIL 4 · IT asset management
- Licence entitlements, assignments and compliance with installations
- Licence costs by cost centre, contract and supplier
- Spare-part stores with minimum stock and transfers between sites
Changes and maintenance windows
ITIL 4 · Change enablement
- Change models with steps and lead time, impact calculated before submission
- Slots only inside maintenance windows, outside freezes and collisions
- Controlled items change state only through a change, including maintenance and retirement
Approvals
ITIL 4 · Change enablement
- One queue for changes, requests, purchases, prices and patch agreements
- Approval level by risk with a minimum number of approvers
- Separation of duties and delegations during absence, with an audit trail
Patching and vulnerabilities
ITIL 4 · Release management · Deployment management · Information security management
- Scanner findings by server and service, actively exploited vulnerabilities first
- Patch agreements by service class with a standing window and silent consent
- Patch plans in waves and changes created from the plan in one step
03 · ITIL 4 · Engage · Deliver & support
Run: operations and support
From the first alert to a restored service and from a request to its fulfilment, with as few people as needed.
Monitoring and events
ITIL 4 · Monitoring and event management
- Event intake from common monitoring tools and an open API
- Deduplication, flapping detection and suppression during changes
- Cause verified by outage simulation, symptoms without notifications
Incidents
ITIL 4 · Incident management · Service desk
- Affected service, impact and resolver team suggested from the configuration
- Priority from impact and urgency, SLA deadlines calculated automatically
- Major incidents with a review and corrective actions
War room
ITIL 4 · Incident management
- A data-driven roster: only the people the alerts, changes and dependencies point to
- Conversation with findings, decisions and actions; a ruled-out area releases people
- Cost of everyone’s time compared with an all-hands bridge
Problems and known errors
ITIL 4 · Problem management
- Problems from recurring incidents, major incident reviews or post-change reviews
- Root-cause analysis, workaround and a known error record
- Incident resolvers see the known error and its workaround
SLAs and availability
ITIL 4 · Service level management
- Response and resolution times in business hours with calendars and holidays
- SLAs by service, customer or default, with pause rules
- Warnings before a breach and monthly SLA performance
Requests and service catalogue
ITIL 4 · Service request management · Service catalogue management
- A catalogue with forms, approvals, due dates and fulfilment steps
- Requests linked to the service and customer in the configuration
- A request that changes infrastructure continues as a change
04 · CMDB · COBIT EDM / MEA
Platform: the shared foundation
The configuration database, dependencies, access, audit and the AI assistant that Plan, Build and Run all rely on.
Configuration database
ITIL 4 · Service configuration management
- Services, applications, platforms, servers, storage, network and cloud in one model
- Discovery and import with matching, synchronisation and retirement of missing items
- Version history of every item: who, when, what and from which source
Dependency map and impact
ITIL 4 · Service configuration management
- Layers from business service through applications and platforms down to hardware and site
- Item neighbourhood in both directions, grouping by class and layer filters
- Impact on services: outage, degradation or only loss of redundancy
Data centres and racks
ITIL 4 · Infrastructure and platform management
- Sites, data centres, rooms and racks with a floor plan and rack view
- Rack installation planning with a check of free space
- Hardware installations and moves only through approved changes
Roles, security and audit
ITIL 4 · Information security management · Risk management
- Scoped roles and a RACI matrix checked against permissions
- Single sign-on and API tokens for service accounts
- Five-year audit trail with the state before and after every change
Customer separation
ITIL 4 · Relationship management
- Customer users see only their own data, including costs
- Roles scoped to a customer, team or individual item
- SLAs, price lists and billing statements for each customer
AI assistant
ITIL 4 · Across practices
- Incident drafts and a probable cause from situations and similar incidents
- War room roster and summaries, draft customer communication
- Review of a change’s risk and completeness before approval
Show ITIL 4 practice coverage
ITIL 4
ITIL 4 practice coverage
Which of the 34 ITIL 4 practices CentOps supports – honestly, including what is out of scope.
14 full 14 partial 6 out of scope
| Practice | Coverage | Modules |
|---|---|---|
| General management | ||
| Architecture management | full | Enterprise architecture |
| Continual improvement | partial | Problems and known errors, Changes and maintenance windows, Rollout roadmap |
| Information security management | partial | Patching and vulnerabilities, Roles, security and audit |
| Knowledge management | partial | Problems and known errors |
| Measurement and reporting | full | SLAs and availability, Costs and billing |
| Organizational change management | partial | Rollout roadmap |
| Portfolio management | partial | Enterprise architecture |
| Project management | partial | Rollout roadmap |
| Relationship management | partial | Customer separation |
| Risk management | partial | Changes and maintenance windows, Availability and resilience |
| Service financial management | full | Costs and billing |
| Strategy management | out of scope | — |
| Supplier management | full | Contracts and suppliers |
| Workforce and talent management | out of scope | — |
| Service management | ||
| Availability management | full | Availability and resilience, SLAs and availability |
| Business analysis | out of scope | — |
| Capacity and performance management | partial | Costs and billing, Data centres and racks |
| Change enablement | full | Changes and maintenance windows, Approvals |
| Incident management | full | Incidents, War room |
| IT asset management | full | IT assets and procurement, Licences and spare parts |
| Monitoring and event management | full | Monitoring and events |
| Problem management | full | Problems and known errors |
| Release management | partial | Patching and vulnerabilities |
| Service catalogue management | full | Requests and service catalogue |
| Service configuration management | full | Configuration database, Dependency map and impact |
| Service continuity management | partial | Availability and resilience |
| Service design | out of scope | — |
| Service desk | partial | Incidents, Requests and service catalogue |
| Service level management | full | SLAs and availability |
| Service request management | full | Requests and service catalogue |
| Service validation and testing | out of scope | — |
| Technical management | ||
| Deployment management | partial | Patching and vulnerabilities, Changes and maintenance windows |
| Infrastructure and platform management | partial | Data centres and racks, Configuration database |
| Software development and management | out of scope | — |
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