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Thursday, January 10, 2008

Mengakses Aplikasi Web secara Offline dengan Google Gears

Dengan menggunakan aplikasi Google Gears, maka kita dapat membuat
aplikasi berbasis web dapat digunakan secara offline.

Salah satu contohnya adalah aplikasi ZOHO WRITER. Dengan langkah mudah,
cukup mengakses zoho.com, kita mendaftarkan diri di website tersebut.

Kemudian, silahkan pilih aplikasi yang kita kehendaki. Untuk kemampuan
offline word processor, maka silahkan pilih Zoho Writer. Pilih Go
Offline. Maka secara otomatis akan mendownload Google Gears.exe.

Setelah aplikasi terinstall, maka browser yang kita gunakan diminta
untuk direstart. Browser di restart, dan kita mulai dapat menggunakan
Zoho Writer secara offline.

Tulisan ini dibuat dengan menggunakan mode tersebut. Setelah kita
selesai mengetik, maka dengan mudah, kita memilih kembali modus Go
Online untuk mengupdate file yang telah kita buat.

FC

AdventNet Web NMS Application - Mediation Solution

Executive Summary

In today’s intensely competitive market, Service Providers are looking to enhance the profitability of their business by cutting-down on Capital and Operational Expenditures. To achieve such cost cutting measures, Service Providers are implementing end-to-end integration of B/OSS systems. However, integration implementation is not trivial, as networks are by nature hybrid making such integration complex and difficult to achieve. Realizations within the Service Providers have drawn the conclusion that a number of disparate adapters are required to integrate network elements and element managers with their B/OSS systems. Nevertheless adaptation brings a set of issues such as proprietary implementations, limited use of standards, conformance issues, etc. that provides a limited solution to this challenge. Consolidation of information that unifies various sources through mediation between diverse equipments/systems communicating diverse protocols while hiding its complexity is an effective solution. Such a mediation solution will make the integration trivial and impacting positively towards the economic aspects of the equation. Not having an intimate knowledge of the network equipment, Service Providers are looking to equipment suppliers to solve their end-to-end network infrastructure integration dilemma. In several instances, Service Providers have taken the lead to solve this problem directly or through engaging system integrators. In all such cases, the underlining technology provides a most attractive choice that could rapidly and cost-effectively bring the solution to production.

AdventNet Web NMS Platform is an ideal candidate to provide the underlining technology to deliver mediation solutions to Service Providers at a low-cost while delivering the cost reduction in CapEx and OpEx indexes. With the momentum of cost reduction on the fast track within the Service Providers environment, a number of implementations of mediation utilizing the AdventNet Web NMS have been occurring recently.

Mediation Solution – Business Case

In the existing Service Providers environment, majority of the revenue is consumed in up keeping of the network. Consider a sample of the cost structure below that describes the revenue against operation expenses.











Such unbalance of cost to revenue ratio draws immediate attention to the Service Provider’s bottom-line profitability, making an absolute business case for immediate considerations.

Feasibility Analysis

Close examination of the Service Provider’s network bring out the following observations:

  • The quality of information within the entire Service Provider Network varies widely; some sub-networks are holistic that are built up coherently over many years while, others are built disjoint through acquisitions, independent departments or equipment supplied solutions.

  • NE capabilities, behavioral models and OAM syntax varies widely within the Service Provider network creating hinders in data mining and development of cross-network applications such as configuration, discovery, etc. Additionally, equipment suppliers attempt to incorporate complex capabilities in NEs, casing the NEs to be divergent.

Objective


The goal for Service Provider is to align business processes, data storage and data processing capabilities of the Network to enable applications, which maximize operational efficiency and capital equipment utilizations. To achieve the objective following network optimization need to occur:

  • Optimize utilization of Idle Capital through - understand the network capabilities and mapping and identifying service capabilities

  • Optimal Operational Efficiency through - understand the service provisioning and assurance processes and automating service activation and assurance.


Achieving network optimization through mediation of data from several source points differently provides an effective method to align business processes within the Service Provider environment.

Mediation Solution – Business Capabilities

Not all mediation platforms are created equal. Mediation Solution capabilities range from simply connecting multiple switches for voice service to supporting all IP network elements and business models for data. To be successful, Service Providers will require to comprehensive mediation solution that supports not only the current environment, but also future network growth and business models. Mediation flexibility is crucial. Mediation Solution capabilities that must be considered should include:

Revenue Assurance: Ensuring that all revenue-generating activities on the network are correctly and accurately reported. While this may seem trivial, in fact it is an extremely complex process when the network includes IP elements.

Visibility and reporting: Quality of Visibility (QoV) is as important as QoS as it enhances the customer experience and instills confidence of service delivery. Service Providers attach significant importance to providing quality reports to their customers. Reports should be comprehensive and provide fine-grained visibility into services.

Network independence and flexibility: Network independence and flexibility refers to two main issues: implementing a mediation platform that is not limited by the network and the ability of the mediation solution to collect data passively, without impacting network performance.

Support for new business models: The mediation solution must be flexible to support business models required by the market. This includes collecting data from any network elements and, filtering and processing date to meet customer requirements.

Scalability: As newer services are introduced and networks extended or acquired through business acquisitions, business demands are placed on Mediation solution to process enormous amounts of data. This offloads the B/OSS systems of the need to process so much of information thus cutting down on the storage and improvising the overall performance and response time of the business systems. However Mediation Solution, which takes up this role, must be scalable to accommodate services growth.

Mediation Solution – Technical Capabilities


Robust & Highly Available


Applications catering to the Service Provider’s service assurances are critically dependent on the mediation platform to deliver the almost real time data including network fault alerts, performance data. . It is imperative that platform is robust and highly available (99.99%). Customer satisfaction is guaranteed and revenue is assured if applications are able to provide 24/7 end-user service.


Protocol Abstraction


Service provider’s business applications will rely on mediation technology to interface with NEs/EMSs and provide them with correlated service information. Mediation layer should provide the protocol abstraction and format data into meaningful business information. In addition it shall seamlessly adapt to newer devices, protocols and business data. This will offload the business applications of the complexity of dealing with diverse protocols and data formats. Also technicians will have a uniform interface to work with while enabling a new service or troubleshooting service degradation. This paves way for higher operational efficiency and overall reduced OpEx apart from customer satisfaction.

Network Provisioning


Enabling a service often spans multiple networks and also sometimes across service providers. Such service provisioning should not impact business processes. B/OSS systems can relegate the task of network provisioning with all its technological complexity to Mediation layer and focus on customer end of service provisioning. Mediation layer makes service-provisioning network independent which can span multiple networks. In such scenarios, customer service activation is faster and trouble free.


Network auto-discovery & Inventory


Mediation layer should carry auto discovery of networks periodically or on-demand and maintain the inventory up-to-date. This enables service planners to know up front network capacity before any service is committed or when they should go for expansion. This enables efficient utilization Service Provider’s resources resulting operational savings.


Network Performance


Service Providers need to honor the SLAs committed to their customers. Service performance is critically dependent on the performance of the underlying networks. Thus network performance needs to be measured at fine-grained level unobtrusively and reported to B/OSSs. Mediation layer with its ability to collect & correlate data and fault information from various NEs/EMSs can identify service-affecting conditions and convey to operators to take corrective actions.


Scalability


As new services generate large amounts of data, Mediation solution is required to gather, filter and aggregate information and process data from several active sessions simultaneously. It is also important to persist data for further analysis and future use. Mediation Solution should be scalable to deal with millions of data records without degradation in performance.


Reporting


Reporting ability is a very important evaluation criterion for Service Provider based solutions. Mediation solution shall offer quality reports; daily, weekly, monthly, service based, customer based etc., Richness of reports is directly linked to the richness of data gathered and correlated. Rather than just reporting on network devices, mediation solution should provide fine-grained visibility into circuit and packet, partner networks, content sources etc.,


AdventNet Web NMS based Mediation Solution

Built on standards and best of the breed open technologies, AdventNet Web NMS provides a robust platform basing, which Mediation Solutions can be built easily at a fraction of cost with reduced time to market. Web NMS platform offers rich set of functionalities, which can form the bedrock of mediation solution.



Web NMS key strengths and capabilities are analyzed below discussing its viability as a sound Mediation Platform.

  • Web NMS is robust and highly available with its Back-End and Front-End servers deployable in redundant mode. Secondary server on hot stand-by performs heartbeat check and takes over with in seconds of primary failure. This ensures service data availability 99.99%, which is critical to Service Provider’s business.

  • Faults emanating from network must be reported at once so that service-affecting conditions are rectified. Fault processing systems should not introduce system lag in reporting network events. Web NMS with its ability to notify the operator of any fault arriving at its gates within one second, makes fault notification instant and almost real-time. With Web NMS, processing rate of 450 faults per second is possible ensuring that system does not fail even incase of network event storms.

  • Web NMS offers rich set of south bound interfaces in form of protocol adaptors. Off-the-shelf, availability of industry standard protocols, SNMP, TL1, CLI and CORBA enables Web NMS to interface with majority of NE/EMSs easily. Also proprietary interfaces so common in Service Provider’s environment can be easily plugged-into Web NMS through elegant and easy-to-use adaptor interfaces.

  • Network Performance measurement is of critical importance to Service provider’s business. Web NMS ability to gather performance data almost real-time without consuming the network bandwidth makes it an ideal candidate for basing mediation solutions. With its capability to carry out 400 plus SNMP Polls per second, it ensures scalability of system to large deployments.

  • Web NMS provides a unified platform with integrated FCPS functionalities. Traditional modes of sourcing FCPS components from disparate vendors, is troublesome due to its integration and interoperability issues. Unified platform from a single vendor offers technical as well as commercial benefits. Web NMS FCPS modules are readily customizable to varied technology domains such as ATM, IP-VPN, SONET/SDH, Cable, and Wireless etc. Mediation Solutions built-on Web NMS can leverage its easy technology adoption capability to integrate multi-technology network domains in Service provider environment cost-effectively and readily.

  • During service activation, mediation solution being the network facing system, has to implement the complex task of provisioning NEs across networks. Mediation Solutions can leverage Web NMS’s flow-through provisioning capability with its rollback and inventory synching algorithms making the actual job of provisioning simple and efficient.

  • Web NMS performs auto-discovery of networks based on built-in intelligent algorithms. Also it carries out device status checks periodically and updates database. Device unavailability affecting a particular service is immediately notified to the operator. In addition, Web NMS undertakes periodic rediscovery of networks, updates database so that inventory is up-to-date. Mediation Solutions built on Web NMS technology can leverage this feature to provide network planners with real-time inventory views and network capacity.

  • Service Provider environment is very demanding in its data processing and data storage requirements especially where networks are large and multi-service enabled. Web NMS with its efficient persistent model based on RDBMS technology can offer robust, scalable system that can work with millions of data records. Also Web NMS provides back up and restore functionalities to facilitate disaster recovery.

  • Web NMS is readily integrable with industry prevalent B/OSS systems such as Remedy ARS Trouble Ticketing System, NMA/TIRKS etc. In addition it offers open northbound interfaces in the form of CORBA, XML, JMX, JMS so that any third party support systems can be easily integrated. Mediation solutions built on Web NMS need not worry on B/OSS integration instead focus on more demanding works.

  • Web NMS provides rich fault, performance and inventory reports viewable via Web interface. In addition, its sturdy framework allows defining custom views into the data. Mediation solution can leverage this capability to define reports quickly and on-the-fly to meet Service provider requirements.

  • Web NMS provides an IDE in the form of Web NMS Studio to build application on top of it. Studio is rich in features including enabling project versioning and sharing across multiple users. This significantly reduces the learning curve need for development and enables rapid delivery of solution to market.

Finally, Web NMS is built on standards and open technologies. Web NMS ensures that solutions built on it are geared up to meet not only the current challenges but of future as well.

Business benefits of going with Web NMS are illustrated below.

Key differentiator

Accrued Benefits

Proven Technology

Reduced risk

Standards based and Open technologies

Greater interoperability

Built-in Protocol Adaptors – TL1, SNMP (v1, v2c, v3), CLI, CORBA

Cost efficient, single vendor

Scalable n-tier architecture

Incremental Integration, suited for large deployments

Built-in FCPS functionality customizable to any technology ATM, MPLS-VPN, Cable etc.

Cost efficient, Single vendor & Reduced time-to-market

Easier B/OSS integration – ARS Remedy, NMA/TIRKs etc.

Reduced time-to-market

Web NMS Studio

Faster development cycle

AdventNet Experience

AdventNet has enabled ChungHwa Telecom, a leading Service Provider of telephony, broadband, data communication and wireless in Taiwan in integrating their network infrastructure to achieve operational excellence. ChungHwa ‘s infrastructure composed of broadband access networks and SONET/SDH based transport network.

Building a unified solution meant interfacing with devices/ applications from a variety of equipment suppliers such as NORTEL, Alcatel and NEC etc., Using Web NMS as base platform, ChungHwa Project team was able to build their solution at a fraction of a cost and time compared to other alternatives.

Key features of the solution included seamless integration of xDSL devices, SONET equipment and a host of proprietary devices for fault and performance management. And a web-based unified client was built for consistent and easy visualization of network performance. ChungHwa team leveraged Web NMS features such as standard SNMP, TL1protocol adaptors, ease of plugging-in custom protocols and easy FCPS customizability adapting to any technology domain to cut down their developmental cycle drastically. Web NMS architectural integrity and scalability helped ChungHwa in building a robust solution to meet their business requirements. To quote Ms. Li Hsiou Wu, Chief Researcher at ChungHwa Telecom,

Using Web NMS, we were able to achieve a closely-knit infrastructure at a fraction of the cost and time compared to other alternatives. With this approach, our network architects and operations personnel can increasingly focus on their core tasks – network planning and design, evolution and operations to extract the highest quality, reliability, availability and performance from our networks, and maximize the ROI from our infrastructure investment”

Currently AdventNet is engaged with a large equipment manufacturer in building mediation solution encompassing their suit of products.





OpManager + Firewall Analyzer

AdventNet Inc., the provider of enterprise IT management software
announced that the latest version of ManageEngine OpManager, the number
one network monitoring solution, now supports integration with the
latest version of ManageEngine Firewall Analyzer, a globally recognized
firewall log analysis and reporting solution. Integrating OpManager with
Firewall Analyzer allows network administrators to monitor their
Server's Security, Traffic, & Bandwidth utilization in depth.

"By integrating Firewall Analyzer with OpManager, customers can now
get in-depth visibility into server usage and traffic patterns using
pre-built reports based on Firewall logs," said Girish Mathrubootham,
Director - Product Management at AdventNet Inc.

OpManager is a complete network monitoring software that offers
combined WAN, server, applications monitoring with integrated help desk,
asset management & WAN traffic analysis functionality. OpManager
automates several network monitoring tasks and removes the complexity
associated with network management.

A Firewall is an important perimeter defense tool that protects your
network from attacks. Security tools like Firewalls, VPN, and Proxy
Servers generate a huge quantity of traffic logs, which can be mined to
generate a wealth of security information reports. Firewall Analyzer
meanwhile is a web based, cross-platform, agent-less, firewall log
analysis and reporting software that monitors, collects, analyzes,
archives, and generates reports on enterprise-wide Firewalls, VPN's,
IDS, and Proxy servers.

"Customers using OpManager and Firewall Analyzer can now seamlessly
correlate server activity details with firewall traffic, and obtain a
holistic view about the current level of network security," said
Saravana Kumar, Firewall Analyzer's Lead Architect. Firewall Analyzer
has been awarded the OPSEC Certification from Check Point Software
Technologies, and is a J-Security partner of Juniper Networks.

ManageEngine Firewall Analyzer is a web-based, cross-platform, log
analysis tool that helps network administrators and managed security
service providers to understand how bandwidth is being used in their
network. Firewall Analyzer analyzes logs received from different
firewalls and generates useful reports and graphs. Trend analysis,
capacity planning, policy enforcement, and security compromises are some
of the critical decisions that are made simpler using Firewall Analyzer.

The benefits of this integration support are:
- Determine the top active users of your servers.
- Monitor suspicious user activities, potential attacks and hack
attempts which can compromise your server.
- Identify the highly utilized resources/URLs in your servers.
- Receive notifications on any policy violations on your servers and
more

Wednesday, January 09, 2008

The Real Niel: ITIL versus MOF

Niel Nickolaisen, Contributor
01.03.2008
Rating: -4.00- (out of 5)

/(Editor's note: CIO Niel Nickolaisen's popular column that ran in / CIO
Decisions Magazine /now appears monthly on SearchCIO-Midmarket.com and
distributed via e-newsletters. Nickolaisen's last published column on
the IT Infrastructure Library (ITIL)
<http://searchcio-midmarket.techtarget.com/magItem/0,291266,sid183_gci1279615,00.html>
was one of his best, and he continues his ITIL reality report in his
online debut.)/

Niel Nickolaisen
Niel Nickolaisen

I love ITIL … I just don't use it anymore.

Please let me explain. I have spent much of my IT career in turnaround
assignments: Someone decides that IT needs to be "fixed" -- and I'm the
fixer. This is grueling work. I often need to repair the IT/business
relationship while improving methods and practices, all while keeping
the wheels moving. The net result of this is that I am a very
high-mileage IT practitioner.

In my first turnaround role, I looked for but could not find some type
of standard I could use as a set of ready-to-use best practices. I toyed
with the Capability Maturity Model, but it did not help me much with
processes, tools and methods. I explored CoBIT, but its focus was (and
is) too narrow. I needed something that would describe how I should
deliver IT products and services to my business customers, something
that covered the range from governance to implementation to maintenance
to enhancement.

In short, I needed something that gave me a shortcut for running a
reliable, credible IT organization.

As that assignment ended and the next IT turnaround started, a friend
told me about ITIL version 1. I did my own research and liked what I
found. ITIL, unlike other IT standards, was put together by IT
practitioners: people who had run an enterprise IT organization and knew
how to deliver high-quality information and technology products and
services. These practitioners had, in ITIL, assembled a set of best
practices I could use as my base line. I obtained the standard and
immersed myself in the wonders of ITIL.

*More on ITIL*
ITIL tough but worth it , says midmarket telco firm
<http://searchcio.techtarget.com/originalContent/0,289142,sid182_gci1261272,00.html>

Hot IT trends for 2008
<http://searchcio-midmarket.techtarget.com/magItem/0,291266,sid183_gci1284902,00.html>


During this second IT turnaround, ITIL was my primary source for process
and method information. When we realized we needed to improve our
production change process, we implemented the ITIL model for change
management. Rather than invent our own approach to service level
management, we adopted the ITIL model. ITIL and I did a mind-meld. I
viewed the world from the perspective of service management.

Then ITIL released version 2. Version 2 still had great stuff, but now
the inherent simplicity that attracted me to ITIL was being lost in
additional complexity. The standard started to bifurcate into exceptions
that I intentionally wanted to avoid. My ITIL honeymoon was over.

I still wanted to use a recognized standard that I could give my IT
staff members as a reference (at a minimum, so they didn't think that I
had invented what I claimed to be best practices). But now ITIL was
tending towards complexity.

I was explaining my predicament to a fellow CIO. He pulled me aside,
looked around to make sure no one was listening, and whispered, "Look at
MOF." I glanced over his shoulder, thinking he was making fun of someone
in the room. Seeing no one else, I asked, "Look at what?"

He answered: "The Microsoft Operations Framework
<http://msdn2.microsoft.com/en-us/library/ms959769.aspx>: MOF. I call it
ITIL-lite. Same idea of a set of best practices but without the
increasing complexity of ITIL. You can get a copy at the Microsoft Web
site."

I thanked him but remained skeptical. It was hard for me to imagine
Microsoft being so altruistic as to put together a set of
practitioner-based best practices. A couple of days later, my curiosity
overcame my skepticism. I went to www.microsoft.com and typed
/Operations Framework/ in the search box.


*I was explaining my predicament to a fellow CIO. He pulled me aside,
looked around to make sure no one was listening, and whispered, 'Look at
MOF.'*

What did I find? The standard I now use in place of ITIL. It has all of
the good attributes of ITIL but without the baggage. Here are some examples:

# MOF is free, whereas with ITIL I have to buy a set of books (in British
pounds, no less).
# MOF has retained the simplicity that first attracted me to ITIL, whereas
the glossary of terms in the recently released ITIL
<http://www.best-management-practice.com/bookstore.asp?FO=1230360>
Version 3 -- just the glossary -- is 58 pages long.
# Just like ITIL, I can reference MOF when I need to convince someone that
my practices are standards-based. For example, during our first year of
compliance with the Sarbanes-Oxley Act, our external auditors required
that our program-change processes be based on a known standard. I went
to the Microsoft Web site, downloaded the pages on change management (a
total of 26 pages), highlighted the sections that linked to our process
and delivered them to the auditors. Not only did it shut them up, but I
also figure it saved me quite a few hours of expensive auditor time
because they had to read only a few pages instead of an ITIL volume.

Please don't get the wrong impression. I still favor the idea behind
ITIL but find that, in practice, I need something that's more digestible
and can be more easily explained to my staff and outsiders. For now, MOF
gives me just that.

/Niel Nickolaisen is CIO and vice president of strategic planning at
Headwaters Inc. in South Jordan, Utah. Read Nickolaisen's past columns,
including his first ITIL column
<http://searchcio-midmarket.techtarget.com/magItem/0,291266,sid183_gci1279615,00.html>,
how he negotiated a telephone bill
<http://searchcio-midmarket.techtarget.com/magItem/0,291266,sid183_gci1269377,00.html>,
tips on good management through performance reviews
<http://searchcio-midmarket.techtarget.com/magItem/0,291266,sid183_gci1262231,00.html>,
and more. Next up, he delivers his own model on how to simplify ERP
selection and implementation projects. Write to him at
editor@searchcio-midmarket.com <mailto:editor@searchcio-midmarket.com>./

Midmarket slow to adopt ITIL v3

ITIL gets a refresh. Does the middle market care? Maybe.
Last summer the IT Infrastructure Library (ITIL) released a new version
of its best practices framework, dubbed version 3. Published by Great
Britain's Office of Government Commerce (OGC), ITIL v3 has been touted
as a huge leap forward in making IT services cheaper, more efficient and
vital to the business.

"The refresh has transformed the guidance from providing a great service
to being the most innovative and best in class," ITIL itself promised.
"At the same time, the interface between old and new approaches is
seamless so that users do not have to reinvent the wheel when adopting it."

But analysts say the actual reception to v3 by CIOs has been more muted
than you'd expect from such a purported big advance.
"There was a lot of hullabaloo and talk about the release, but it's
really been very quiet," says Simon Mingay, an analyst at Gartner Inc.
in Stamford, Conn. "At the same time, a lot of organizations have been
shocked at the scale of what ITIL v3 is addressing -- judged either by
the number of pages or the transformational implications. The reality is
the transformation into a service organization was always that big. ITIL
just didn't talk about it."

The new version breaks down service management into five core books:
service strategy, design, transition, operation and continual
improvement. One of the big changes is that the former buzzword --
alignment of business and technology -- has been replaced by integration.

What about midmarket companies already in the throes of reinventing
their IT organizations? What does v3 mean for them? Not that much.

ITIL tough but worth it, says midmarket telco firm Dave Hahn, director
of IT operations at Physicians Mutual Insurance Co. in Omaha, Neb., says
ITIL is an important part of a $100 million re-engineering project
called Greenfield. The $700 million business is moving its technology
platform from 25-year-old apps run on a mainframe to a new distributed
Java environment using service-oriented architecture.

"We embarked on ITIL two years ago," he says. "We took a couple of
courses and got a certification. We needed a systems management
framework to be successful. We've seen early benefits; there will be
more to come."

While the IT shop is committed to ITIL, Hahn says it has been harder to
win buy-in from C-level executives. "Upper management isn't sure if this
is just another process the industry is selling," he says. "They like to
hear processes as opposed to winging it, but what they see in process is
delays. I don't know if they see the value of the overhead."

That sort of skepticism is keeping many CIOs on the sidelines with the
new version. "Most CIOs are not engaging with v3 as much as they
probably should," Mingay says. "ITIL brings together a lot of good
practices. Many organizations have already done many parts without
calling it ITIL. Very few organizations are jumping into implementing v3
soup to nuts."


Upper management isn't sure if this is just another process the industry
is selling. They like to hear processes as opposed to winging it, but
what they see
in process is delays. Dave Hahn director of IT operations, Physicians
Mutual Insurance Co.

Oded Haner, CIO of Monster Cable Products Inc. in Brisbane, Calif.,
began an ITIL implementation a couple of years ago but says the new
version will have to wait until his schedule becomes less hectic. "V3
doesn't mean much to me yet," he says. "ITIL means adopting a persistent
practice, thorough change management. More than anything else it's meant
increased customer service, in measurable terms. I'll have to check if
v3 improves any of that and how."

Even with v2, Haner says he went with a pick-and-choose approach, rather
than implementing the entire series. "I knew what our pain points were,"
he says. "Customer service in my organization wasn't good. If v3 does a
couple of things better with low effort, I'll implement. The question is
how much effort will it take?"

Mingay notes that midmarket CIOs should actually find it easier to
implement v3 than their counterparts at bigger enterprises. "There are
fewer behavioral issues to tackle," he says. Nevertheless, midmarket IT
decision makers such as Hahn say they expect to move very cautiously
down the ITIL refresh road.

"Before we move further we need to make sure we get the best value we
can from what we have," Hahn says. "I can never see our company
incorporating everything across the board. We've bitten off a pretty
good-size chunk. Now we need to digest that. We're probably four years
into a 10-year reengineering effort. What we need to do is mature what
we have in place today."

Michael Ybarra is a monthly columnist for SearchCIO-Midmarket.com and a
former senior writer at CIO Decisions magazine. He is also the author of
Washington Gone Crazy. Write to him at editor@searchcio-midmarket.com.