Multi-Tiered Delivery and ITIL Process and Delivery Practices

A Proven Model to Bring Success to Your Company

ITIL Process and Delivery Practices

We believe that a successful delivery organization must be modeled around ITIL delivery practices to ensure effective management and positive results. Datavail has implemented a full ITIL process with particular emphasis on the core areas of incident management, problem management and change management.

itil-process-and-delivery-practices

Multi-Tiered Delivery Model

In its implementation, Datavail has developed a 3-tiered delivery model that speeds the process of response and resolution times.

Tier 1: Service Desk and Monitoring
Tier 2: Operations and Technical Delivery
Tier 3: Engineering and Critical Problem Resolution

The chart below helps describe of the different kinds of tasks performed at the different tiers:

ITIL and Tiered Delivery

Tier 1	Tier 2	Tier 3

Provide 24x7x365 live DBA support	24x7 DBA Service Requests (SRs) "Perform Database Tasks upon Request"	Proactive DBA Activities "Improve Database Environment"
Implement monitoring and ticketing systems	Execute on all incidents received by Tier 1	Serve as escalation from Tier 2
Monitor and troubleshoot scheduled jobs	Provide 24x7x365 DBA request availability	Advise and consult on architecture and engineering issues and approaches
Monitor and troubleshoot backup/recovery jobs	Perform database install and creation	Provide Senior DBA support & collaboration
Monitor custom events and replication/clustering	Create schemas, tables, views, indexes, etc.	Perform complex issue resolution/correlation
Monitor custom events and replication/clustering	Optimize CPU and memory utilization	Perform root cause analysis on recurring issues
Respond to incidents, alerts and notifications	Perform database upgrades and migrations	Provide issue tracking and communication
	Perform database patching and/or bug fixes	Perform advanced database and query tuning
	Perform database refresh/cloning/cleansing	Perform proactive space/growth management
	Perform database configuration and validation	Database security, compliance, licensing
	Perform data/index/disk re-organizations	HA, DR and scalability improvements/strategy
	Perform SQL/database/instance tuning	Backup and recovery improvements/strategy
	Execute and verify DDL/DML/scripts	Clustering and replication improvements/strategy