Oracle
A CASE STUDY ON
IMPLEMENTING ITIL
IN ORACLE
Presented by: Ayaulym Shaimuratova and
Bayan Alimzhan, ITM-2201
Oracle
A global corporation specializing in software
applications for business.
Main Products
Oracle Database Software: A widely used relational database
management system.
Computer Systems and Software: Includes Solaris and Java, acquired
through the purchase of Sun Microsystemsin 2010.
Headquarter
Based in Austin, Texas.
Strengths Gaps
Oracle effectively monitors Incident resolution often
applications, middleware, depends on predefined
databases, and infrastructure, Corrective Actions. If these
automatically sending alerts actions don’t cover complex
to prevent issues before they scenarios, it can lead to delays
affect users. It integrates with in service restoration.
Siebel HelpDesk, which helps Additionally, relying on
generate tickets for incidents ticketing systems like Siebel
needing operator action. HelpDesk or Remedy can
complicate integration.
Figure 1. Service desk Incident
Strengths Gaps
Tools like ADDM and SQL Resolving problems heavily
Tuning Advisor help Oracle relies on existing knowledge
identify the root causes of bases and diagnostic tools.
problems. The system allows This can be a challenge for
for trend analysis and root new or complex issues where
cause investigations to help there’s no prior data to refer
prevent repeat incidents. to.
Figure 2. Associating multiple incidents to a single problem in Siebel HelpDesk
Strengths Gaps
Oracle has standardized The impact analysis may not
methods for managing fully address the complexities
changes, which helps minimize of changes in dynamic, hybrid
service disruptions. The cloud environments, which
system provides a clear view could limit effective change
of the infrastructure to assess management.
the impact of changes, and it
automates approvals and
notifications.
Strengths Gaps
Oracle offers solid release There may be challenges in
management features, managing releases across
including a Software Library mixed environments,
for creating gold images, especially with third-party
automated release rollouts, software. The process also
and rollback procedures. relies on administrators to
Centralized management configure deployment
ensures good control and procedures correctly, which
traceability. can lead to human error
Figure 2. Software Library Components
Strengths Gaps
Oracle’s Configuration The accuracy of the CMDB is
Management Database dependent on the initial
(CMDB) is extensive, tracking discovery phase. If there are
hardware, software, and errors or missed components
configurations effectively. during this phase, it can lead
Automated checks help to issues with configurations
maintain accurate later on.
configurations and track
changes.
Strengths Gaps
Oracle tracks costs related to Limited built-in tools for
IT services, offering efficiency detailed financial forecasting
through automation and and budgeting. Custom
integration of financial data integration or third-party tools
with operations may be required for full
financial management
Strengths Gaps
Oracle's availability monitoring
Oracle ensures high
may lack full coverage in
availability with end-to-end
hybrid environments.
monitoring, proactive incident
Predefined thresholds might
detection, and resolution
not capture all service
across the technology stack.
nuances, needing manual
configuration
Strengths Gaps
Capacity management is
Provides resource usage
Oracle-centric, with limited
metrics, historical data, and
hybrid cloud visibility and
capacity planning, allowing
lacks predictive analytics for
organizations to manage
automatic resource
resource demand effectively
optimization.
Service Level Management
(SLM).
Strengths Gaps
SLM depends on accurate
Oracle enables SLA definition, service modeling. It lacks
monitoring, and reporting with dynamic SLA adjustments
real-time and historical based on evolving business
service compliance tracking needs and may need
via a centralized dashboard customization for non-Oracle
systems
Initial
Repeatable
Controlled
Level 4 - Quantitative with proactive monitoring,
Managed automated ticketing, and data-driven decision-making
through tools like ADDM and Siebel HelpDesk.
Optimized
Initial
Repeatable
Level 3 - Defined due to reliance on manual
Controlled oversight for change approvals, despite having a
robust automated CMDB.
Managed
Optimized
Initial
Repeatable
Level 3 - Defined with comprehensive SLA
Controlled monitoring, but limited dynamic adjustments
and data-driven improvements.
Managed
Optimized
Initial
Repeatable
Level 3 - Defined, effective monitoring is
Controlled present, but lacks predictive planning and
automatic scaling.
Managed
Optimized
Initial
Repeatable
Controlled
Managed
Optimized
Move to Quantitative Management (Level 4)
Use predictive analytics to look at past
data and forecast trends in incidents and
changes.
Automate the change management
process to speed up approvals and reduce
manual work.
Improve SLA Adjustments
Implement AI tools that can analyze real-
time performance data and automatically
adjust SLAs when necessary.
Create a system to gather user feedback
regularly, ensuring SLAs stay relevant.
Embrace Continual Improvement Practices
Use advanced monitoring tools to get
insights into how services are performing
and identify areas for improvement.
Encourage a culture of continuous
improvement by regularly reviewing
processes and welcoming feedback from
staff and users.
Ana Mccollum, Andy Oppenheim, & Mervyn Lally. (n.d.). Enabling ITIL Best Practices Through
Oracle Enterprise Manager, Session #081163. An Oracle White Paper.
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df
Britannica money. (2024, October 31). https://www.britannica.com/money/Oracle-
Corporation
Oracle | Cloud applications and cloud Platform. (n.d.). https://www.oracle.com/
ITIL best practices with Oracle Enterprise Manager 10G and Oracle Siebel Help Desk. (2009).
An Oracle White Paper. https://www.oracle.com/technetwork/oem/grid-
control/overview/itilbestpractices-131976.pdf
