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The managers of the Event and Access Management Processes
Overseeing the monitoring and escalating of IT operational events and activities
The tools used to monitor the status of the IT Network
The situation where the Service Desk manager is required to monitor the status of the infrastructure when Service Desk Operators are not available
Answer: B
QUESTION: 25
Scenario
Vericom is a leading provider of government, business and consumertelecommunication services, and is currently seeking ways in which toimprove its utilization of IT services to drive growth across its’ multiplelines of business. One of the largest organizations in the UnitedKingdom, Vericom is comprised of the following business units:
? Verinet (providing ADSL, cable, 3GSM, dialup and satellite services)
? Infrastructure Services (planning, installing and maintaining the PSTN and mobile network infrastructure)
? VericomTV (Pay TV)
? Consumer Sales and Marketing (including 400 Vericom retailoutlets)
? Business and Government
? Finance and Administration
? Information Technology Services (Shared Service Unit, however some business units also have their own internal service provider)
? Human Resources
? Vericom Wholesale (for wholesale of Vericom infrastructureservices)
Due to the extensive scope of infrastructure deployed and largeemployee and customer base, Vericom continues to rely on legacysystems for some critical IT services; however this is seen as abarrier to future organizational growth and scalability of servicesoffered.
The CIO of Vericom has also raised the concern that whileimprovements to the technology utilized is important, this also needsto be supported by quality IT Service Management practicesemployed by the various IT departments.
The project of improving the IT Service Management practicesemployed by Vericom has been outsourced to external consultantswho are aware of the major IT refresh that is going to be occurringover the next 24 months. Refer to the scenario.
With Vericom being a large organization (approximately 40 000 staff),some of the business units have developed their own internal ITdepartments to supplement the services provided by the centralizedInformation Technology Services (ITS) department. This has occurreddue to the specialized needs and requirements for technology,specifically Verinet, VericomTV and Consumer Sales and Marketing. While the decision has been made that this organizational structure isto remain in place, there has been identified issues relating to a lackof consistency in IT Service
Management processes used by thedifferent departments and unclear boundaries for the responsibilitiesof the various IT Service Desks. This has resulted in:
? End users calling the wrong Service Desk, requiring the call tobe redirected to the appropriate group
? Inconsistency in the categorization and classification ofservice requests, incidents and problems, causing confusionand frustration when there are multiple IT departmentsinvolved
? Known Errors being recorded internally within the various ITdepartments, which may in fact have a wider impact on thewhole organization when these are not visible to everyone
? Inconsistency in the Service Management systems and toolsused for handling service requests, incidents, problems andKnown Errors.
From the following responses, which BEST represents theapproach you would take to overcome the issues describedabove?
You realize a coordinated approach is the best method,including:
The development of the ITS Service Desk to be the singlepoint of contact for ALL end user (internal) queries. This willbe performed over a 6 month period, to take account for anytraining and transfer of knowledge that needs to occur. ThisService Desk will then escalate to the appropriate second linegroup (from any of the IT departments) as required. Develop consistency across all departments for categoriesand priority coding systems used for all service requests,incidents and problems.
Build or purchase a consistent service management tool thatwill be used by all IT departments for managing incidents,problems, Known Errors and service requests. Holding regular review sessions involving staff from each ofthe IT departments to discuss current issues, recurring andpotential problems future initiatives.
You realize a phased approach is the best method, includingfour phases: Phase 1 – Build or purchase a service management tool thatwill be used by all IT departments for managing incidents,problems and service requests
Phase 2 – Standardize the use of ITIL processes used by theITS department across all IT departments at Vericom
Phase 3 – Deliver training and awareness sessions for staffregarding the importance of the processes and how theyshould be used.
Phase 4 – Review the success of the project and pass anylessons learnt onto future projects
You realize a coordinated approach is the best method,including:
Developing a telephone system that will route calls to theappropriate Service Desk based on the user’s input. Thisshould also provide the capability for a Service Desk analystto call them back during peak periods.
Develop consistency in all the categories assigned to servicerequests, incidents and problems across all IT departments.
Build or purchase a service management tool that will be usedby all IT departments for managing incidents, problems,Known Errors and service requests
Hold regular review sessions involving key staff from each ofthe IT departments to
discuss current issues and potentialproblems.
You realize that improving the business awareness of IT ismost important, and address the issues by: Identifying the training requirements of end users to improvetheir use of IT service Implement an online Service Catalogue for all IT Services,with self- help capabilities to log and track incidents, problemsand service requests Assist Service Level Management in improving the visibility ofthe IT organization in general, and identify areas of customersatisfaction that need improving
Build or purchase a service management tool that will be usedby all IT departments and end users for managing incidents,problems, Known Errors and service requests
Answer: A
QUESTION: 26
Scenario
Vision Media is an international media organization, operating variouslines of business including:
? Film Production
? Television (production and delivery of their own channel in the United States VisionOne)
? Print media (including newspapers in 15 countries)
? Online Advertising
The organization has recently been restructured, and now iscomprised of the following companies and departments:
? Vision Films (production of movies and television shows)
? VisionOne (television channel)
? VisionNews (coordinates all of the sub-companies involved in the delivery of printed newspapers, as well as being the centralized source of news information for all company owned media outlets)
? VisionNet (managing the online and internet businesses)
? Legal Services
? Finance and Administration
? Human Resources
? Information Technology
The organization is also actively pursuing growth in the online market,and is currently holding discussions with the leading online newsprovider about the possible acquisition of their company. This wouldincrease the overall size of Vision Media by around 15%. The Information Technology department acts as a Shared ServiceUnit, providing IT Services to all of sub- companies and departments,which complement some of the Internal Service Providers that alsoexist. The director of Information Technology has realized the need toimprove the quality of services offered by implementing ITIL, and hasdecided to do so using a phased approach. Some of the ServiceDesign and Service Transition processes have already beenimplemented, and they are now planning the implementation ofService Operation.
While the IT director does have tentative support from the otherdirectors and CEO, budgets for implementing the Service Operationprocesses have not been finalized, and still require a business caseto be formally submitted.
Refer to the exhibit.
There is some confusion as to how the process of AccessManagement should be designed. In particular, there is debate as tohow the process should be integrated into the overall approach of ITService Management within Vision Media. The IT director has askedfor submissions from some of her staff, describing how they thinkAccess Management should be designed.
Which of the following submissions describes the most appropriateway in which to design and implement Access Management within Vision Media?
The design of a quality Access Management process will need toconsider the current state of IT Service Management that exists within the IT department, as well as the organizational requirements of Vision Media in general. This will require interfaces to be created with:
Information Security Management: Which is responsible forthe development and renewal of security policies, guidelinesand procedures, which are then executed by AccessManagement
Service Level Management: Which is responsible defining thecustomer requirements for access to IT services Request Fulfillment: Access Management will often betriggered by Service Requests, taken by the Service Desk orsubmitted using automated and self-help mechanisms
Change Management: Request for Changes (RFCs) will ofteninvolve modification of access rights
Demand Management: Which will provide information as tothe patterns of business that will generate requests foraccess.
Outside the scope of IT Service Management, some of the interfacesthat will also need to be created are: Human Resources: So that effective (and automated)communication exists to assist in the creation, modification,removal and audit of access rights. General:
Direct requests from department managers Requests for enabling increased access for VIP staff
The design of an efficient Access Management process will need toaccount for the existing IT Service Management processes alreadyimplemented within the IT department, as well as the HumanResource requirements of Vision Media in general. This will requireinterfaces to be created with:
Information Security Management: Which is responsible forthe development and renewal of security policies, guidelinesand procedures, which are then executed by AccessManagement Capacity Management: Which is responsible for the design ofsystems and infrastructure, which are in turn supported byAccess Management Knowledge Management: Each Knowledge base will requirevarious levels of access to be defined and enforced. Change Management: Request for Changes (RFCs) will
ofteninvolve modification of access rights
Demand Management: Which will provide information as tothe patterns of business thatwill generate requests foraccess
Outside the scope of IT Service Management, some of the interfaces that will also need to be created are: Legal Services: So that the Legal department can verify the request for access is appropriate and lawful.
General:
Direct requests from department managers Requests for enabling increased access for VIP staff
It is important that the implementation of Access Managementconsiders a number of key interfaces with existing IT ServiceManagement processes, as well as other business processes, toensure success and satisfaction of its defined objectives. Thisincludes: Information Security Management: Which is responsible forthe development and renewal of security policies, guidelinesand procedures, which are then executed by AccessManagement
Availability Management: Which is responsible for the designof security systems and infrastructure, which are in turnsupported by Access Management
Request Fulfillment: Access Management will often betriggered by Service Requests, taken by the Service Desk orsubmitted using automated and self-help mechanisms Change Management: Request for Changes (RFCs) will ofteninvolve modification of access rights Configuration Management: Which can be used to recordrelationships between users and systems they can access.
Outside the scope of IT Service Management, some of the interfaces that will also need to be created are: Human Resources: So that effective (and automated) communication exists to assist in the creation, modification, removal and audit of access rights. General:
Direct requests from department managers
Requests for enabling restricted access to contractorsand external suppliers
Access Management will need to be implemented in isolation fromexisting IT Service Management processes already in place at VisionMedia so that its’ integrity can be ensured. The only exception to thisis Information Security Management, which is responsible for thedevelopment and renewal of security policies, guidelines andprocedures. Access Management uses these as formal inputs, whichare then executed accordingly.
Answer: C
Exin ITILSC-OSA Exam (ITIL Service Capability Operational Support and Analysis) Detailed Information
Certifications
EXIN GREEN IT
If you want to be greener and smarter but just as effective in the way you do business, the Green IT certificate offers the solution. EXIN offers two types of Green IT certificates.
EXIN BCS Business Analysis
EXIN certification scheme addresses different elements of Business Analysis, such as Business Change and Commercial Awareness. On a practitioner level (to be offered by EXIN later in 2016) more specific topics such as Requirements Engineering, Business Analysis Practice and Modelling Business Processes are covered.
CCC Big Data
The EXIN CCC certification program provides a solid base of knowledge by covering the origin and characteristics of Big Data, the tools and technologies such as Hadoop and MongoDB and the main players involved.
CCC Cloud Computing
The CCC Cloud Computing certification program is vendor-neutral and role-based: it addresses many aspects of Cloud Computing, encompassing all ICT roles which are critical for successful cloud adoption and readiness.
The Foundation Series
This certification program is available in Dutch only.
EXIN DevOps
The EXIN DevOps Master certification is unique in the world as it comprises an advanced exam and a training that includes practical assignments to prove the competences of candidate DevOps Masters.
EXIN Business Information Management with reference to BiSL
The exam tests your theoretical knowledge of the BiSL framework. With the certificate you show that you are able to bridge the gap between business and IT. Thousands of professionals have already gained their certificate from EXIN.
EXIN Privacy and Data Protection
Having certified professionals with the right level of knowledge can help prepare your organization to face these opportunities. The EXIN Privacy & Data Protection program covers the required knowledge of laws and regulations relating to data privacy and how this knowledge can be used to be compliant.
Lean IT
Achieving more with less, that is Lean IT. Adopting a new way of thinking and doing enables companies to respond to changing customer desires with high variety, high quality, and fast throughput times. This is managed with less human effort, less space, less capital, and less time.
EXIN Ethical Hacking
Ethical Hacking is in current times of increasing cybercrime a necessity when becoming cyber-resilient: a well-known method of duplicating the intent and actions of malicious hackers in order to locate, evaluate and resolve hardware and software vulnerabilities.
EXIN Certification in OpenStack Software
OpenStack is the Open Source operating system for building and managing cloud computing platforms for public and private clouds.
This program is the first vendor-neutral certification program for OpenStack to be offered by an independent examination institute. It focusses on how to apply and use OpenStack Software when managing company data in a Cloud.
EXIN Secure Programming
Cybercrime, data leaks and information security get more attention than ever in the news. Governments and companies dedicate more and more resources to these areas. However, most of their attention appears to be focused on reactive measures instead of on preventive measures. In-built security of applications is worth the investment. The certification of developers and software programmers is key in developing secure software.
EXIN Application Management with reference to ASL
There is considerable interest in application management. This EXIN exam tests your theoretical knowledge of the context, processes and use of application management. Included within this are references to the ASL framework. This EXIN certificate is indispensable for anyone who needs to deal with application management in his/her role.
TMap SUITE/NEXT®
New software releases are being issued in increasingly rapid succession, making testing ever more important. The structured test management approach of TMap NEXT® ensures a shorter time-to-market, which means that qualified testers are needed.
TPI NEXT®
Testing takes time and money but offers insufficient insight into the quality of the test process itself. Applying TPI NEXT® will provide not only insight into the quality but improvement as well, taking into account the business drivers of the organization.
EXIN ITSM based on ISO/IEC 20000
With an ITSM certificate, you can show that you are a professional in IT service management. Practically orientated, on various levels and aimed at job descriptions. Choice of 11 certificates.
ITIL®
Indispensable for any IT specialist wishing to get to the next level in IT Service Management. Put together your own pathway from the 11 ITIL® exams. Best practices, structured method, based on the lifecycle approach.
MOF serves to ensure that an IT department runs as efficiently as possible. Its strength lies in the fact that it incorporates best practices, clear principles and practical models. This certificate is based on MOF 4.0 by Microsoft.
EPI DATA Centre Management
With few exceptions, enterprises today rely on IT for the delivery of business-critical services - often directly to the end consumer. It is therefore vital that the mission critical data centre is designed, maintained and operated with hi-availability and efficiency in mind.
EXIN Cloud
This program shows that you are familiar with the main concepts of Cloud Computing and that you know what is involved in terms of procurement, management and implementation. ‘Get into the Cloud, and stay in control.’
EXIN Agile Scrum
Applying the agile way of thinking means accepting change. Even to expect it. Because of the flexible way of working, the sprints, the daily meetings and continuous testing there is constantly room to adjust the product, or to change course half way a project. In the end the project will result in a high-quality product that is according to the clients’ wishes.
EXIN Information Security
EXIN Information Security is solely based on the NEN-ISO/IEC 27002. The EXIN qualification programme information security raises awareness of risks and instils a sense of responsibility.
EXIN ITAMOrg IT Asset Management
Trends like Cloud, Mobile, Social, Bring-Your-Own-Device, Consumerization of IT, Bring-Your-Own-Application and Big Data have created significant shifts in the way businesses operate. These shifts make IT Asset Management more important than ever: it helps organizations keep a firm grip on their businesses and most valuable assets.
EXIN Business Continuity Management
Business Continuity Management is an essential part of risk management within any organization. EXIN’s Business Continuity Management certification is policy-oriented without getting into operational ‘how to’ details.
RESILIA™
RESILIA™ is a framework of best practice designed to build cyber resilience skills across an organization. Based on the Cyber Resilience Best Practices guide it offers practical knowledge to enhance existing management strategies and help align cyber resilience with IT operations, security and incident management.
PRINCE2®
It is a widely used project management method that navigates you through all the essentials for running a successful project.
P3O® Certification - Portfolio, Programme and Project Offices
It provides advice on how to develop a governance structure that helps optimize an organization’s investment in change.
MoV® - Management of Value
It provides a systematic method to define what value means for organizations, and to communicate it clearly to maximize value across portfolios, programs, projects and operations.
M_o_R® - Management of Risk
It inspects risks from strategic and operational view and within programs and projects.
MoP® - Management of Portfolios
It advices on and shows examples of how to apply principles, practices, and techniques that help optimize an organization’s investment in change.
MSP® - Managing Successful Programmes
It offers principles and processes for the implementation and management of a program.
EXIN BCS Business Analysis
EXIN BCS Business Analysis
Organizations are constantly striving to become more efficient and effective. But how do you know what exactly is needed to reach that goal? And what changes then need to be implemented? Are any IT solutions required? That is where the Business Analyst comes in: to investigate the business situation, identify and evaluate the different options to improve business systems, to define requirements and ensure the effective use of information systems in meeting the needs of the business.
The value
The value of business analysis is in the realization of benefits, avoidance of cost, identification of new opportunities, understanding of required capabilities and modeling the organization. Through the effective use of business analysis, any organization can realize these benefits, ultimately improving the way they do business.
EXIN Certification
EXIN certification scheme addresses different elements of Business Analysis, like Business Change and Commercial Awareness. On a practitioner level (to be offered by EXIN later in 2016) more specific topics such as Requirements Engineering, Business Analysis Practice and Modelling Business Processes are covered.
The new certification scheme has been developed by BCS, The British Computer Society. They promote wider social and economic progress through the advancement of information technology science and practice. With the vision to be a world-class organization for IT, they bring together industry, academics, practitioners and government to share knowledge, promote new thinking, inform the design of new curricula, shape public policy and inform the public.
Business Analysis Certification Scheme
Exams by levelCode
Foundation
EXIN BCS Foundation Certificate in Business Analysis BAF
EXIN BCS Foundation Certificate in Business Change BCF
EXIN BCS Foundation Certificate in Commercial Awareness CAF
Learn more about EXIN IT Service Management based on ISO/IEC 20000
ITSM20 refresh: Now completely ready and live in English. Why this refresh? Easy to recognize for those who are familiar with ITIL®. Less focus on theory, more time for practical assignments. Minimal number of training days. Several side entry possibilities for quick access to the top of the program.
The EXIN ITSM based on ISO/IEC 20000 program is a unique lean approach to IT Service Management:
It combines the key ITIL® elements with the quality principles of the ISO/IEC 20000 standard.
The program allows for ITIL® side entries, both on foundation and expert level.
It contains EXIN’s approach to a practical and role based certification.
It offers many practical examples, case studies and assessments.
IT Service Management EXIN ITSM levels
Use the Fast Track calculator for more side-entry possibilities http://www.exin.com/tool
The philosophy
Rather than try to do everything that we “could do”, why not focus
on everything that we “must do” initially? This will save time and money.
ITIL®
ITIL®
ITIL® (IT Infrastructure Library) is the most accepted framework for IT Service Management (ITSM) in the world. Over 1.5 million professionals have earned one or more ITIL® certificates at EXIN.
ITIL® consists of a coherent set of best practices drawn from many public and business sectors. ITIL® is the appropriate framework for organizations that (regularly) deal with supplying, using or supporting IT services. ITIL® is based on the practice of IT Service Management and is expected to continue to be a guiding framework for a long time.
Many organizations are heavily dependent on their IT. ITIL® provides the most detailed documentation for successfully setting up management processes within an IT organization.
Exams by levelCode
Foundation
ITIL ® Foundation Certificate in IT Service Management ITILF
Advanced
ITIL® Practitioner ITILP
Intermediate
ITIL® Continual Service Improvement Certificate ITILCSI
ITIL® Managing Across the Lifecycle Certificate ITILMLC
ITIL® Operational Support and Analysis Certificate ITILOSA
ITIL® Planning, Protection and Optimization Certificate ITILPPO
ITIL® Release, Control and Validation Certificate ITILRCV
ITIL® Service Design Certificate ITILSD
ITIL® Service Operation Certificate ITILSO
ITIL® Service Offerings and Agreements Certificate ITILSOA
ITIL® Service Strategy Certificate ITILSS
ITIL® Service Transition Certificate ITILST
Executive
ITIL® Master Qualification ITILMA
ITIL ® Foundation Certificate in IT Service Management
ITIL ® Foundation Certificate in IT Service Management
Summary
ITIL Foundation is the most important certificate for IT professionals and employees wishing to know more about IT Service Management. Organizations that work according to ITIL use the complete ITIL exam program for training personnel based on their roles. Their ITILskills enable them to perform and cooperate better.
ITIL Foundation is part of the Certified Integrator program and is one of the prerequisites to attain the titles:
EXIN Certified Integrator Agile Service Projects
Target group
You are an IT professional, business manager or business process owner in an organization that operates according to ITIL. After gaining the certificate, you will understand how the ITIL exam program contributes to raising the quality of IT Service Management. Your role and qualities are important for better (team) performance.
Context
ITIL Foundation enables you to lay the basis for a complete program of ITIL exams and obtaining various certificates in IT Service Management. This will show that you take your work according to ITIL seriously. It will improve your qualifications for working with other ITIL-certified personnel.
e-Competence Framework (e-CF)
The mapping of this certificate against the e-Competence Framework.
Level
e-CF Area e-Competence e-1 e-2 e-3 e-4 e-5
PLAN A.2. Service Level Management
RUN C.1. User Support
C.2. Change Support
C.3. Service Delivery
C.4. Problem Management
ENABLE D.8. Contract Management
D.9. Personnel Development
MANAGE E.5. Process Improvement
Legend for coverage:
General - The competence is covered at the level indicated
Partial - The competence is covered to some extent
Superficial - Relevant knowledge is covered to some extent
The competence level is available in the framework
The competence level is not available in the framework
Prerequisites
None.
Exam content
Candidates are tested on:
1. Service management as a practice (comprehension)
2. The ITIL service lifecycle (comprehension)
3. Generic concepts and definitions (awareness)
4. Key principles and models (comprehension)
5. Selected processes (awareness)
6. Selected functions (awareness)
7. Selected roles (awareness)
8. Technology and architecture (awareness)
9. Competence and training (awareness)
For an elaborate list of exam specifications, literature and more information, see the Syllabus, downloadable in the right section of this website.
Click here to download the glossary in the download section in the right column.
Exam Details
Number of questions: 40
Pass mark: 65% (26 out of 40)
Open book: no
Electronic devices permitted: no
ITILSC-OSA ITIL Service Capability Operational Support and Analysis(R)
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Q&A : 26 Real Questions
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ITIL Service Capability Operational Support and Analysis(R) book
MOF, ITIL, and repair supervisor | ITILSC-OSA Real Questions and VCE Practice Test
This chapter discusses the provider management procedures designated within the Microsoft Operations Framework (MOF) and counsel expertise advice Library (ITIL) supported by device core service supervisor, together with Incident, difficulty, trade, and Configuration administration.
This chapter is from the book ?
The focus of this chapter is to explain the desires and goals, key terminology, concepts, and endeavor workflows of the strategies listed above, because they're the ideas in the back of the performance present in provider supervisor. figuring out these concepts is crucial to guaranteeing a successful implementation that offers the meant cost to the business, for a few explanations:
understanding the desires and objectives of each and every method is imperative to ensure that your implementation helps your firm obtain them.
devoid of a firm figuring out of those concepts, you set your implementation in dangereither with the aid of spending cycles making an attempt to variety the distinctions between terms comparable to Incident, problem, prevalent Error, and service Request or through missteps, remodel, or suboptimal implementation as a result of these ideas aren't understood.
This chapter includes a high-degree mapping of MOF and ITIL concepts to service supervisor, however particular implementation suggestions is left for subsequent chapters.
provider supervisor is distinctive from Microsoft's different system core items. it's extra like SAP, which encodes enterprise strategies in application. For service manager, these strategies are a subset of the provider administration approaches of MOF and ITIL: Incident, issue, alternate, and Configuration management. it is why an realizing of MOF and ITIL is mainly useful for provider manager, and why getting full value from the product requires now not best ample technical knowledge however also an appropriate degree of competencies of the techniques the provider manager product helps.
The sections that observe describe what MOF and ITIL are, the value they provide, and how to get begun with them within the context of enforcing service manager.
MOF and ITIL Are IT carrier management Frameworks
each MOF and ITIL are carrier administration frameworks. service administration is the theory of organizing and presenting tips technology (IT) to the enterprise as a group of services. MOF and ITIL employ a collection of interrelated terminology, ideas, and method workflows based on most suitable practices for helping and delivering services to the shoppers and users. MOF and ITIL are fashions for the way to run IT as a provider company (as antagonistic an IT firm it really is know-how centric and views itself and conducts its company basically as one which cares for and feeds know-how).
MOF and ITIL are written counsel specifying a way to organize and control around a group of capabilities to optimize price for customers and clients of these capabilities. an enormous corollary to this thought (as a minimum for the IT corporation) is that to perpetually and sustainably supply the tiers of provider the enterprise wants, IT must have the wherewithal it requires to carry those features at all times. The intention right here is to do some thing first rate both for IT and the consumers and clients it serves.
here is an example of how an IT corporation's method will differ in the event that they are expertise centered versus service headquartered:
With a technology-based model, the organization and what it does and offers for its purchasers and conclusion users is equipped around expertise (as an example, Microsoft exchange).
In a provider administration model, here's prepared round messaging.
here is more than just semantics. A messaging provider contains Microsoft exchange together with a number of different associated accessories and mechanisms such as provider degree agreements (SLAs) required to continually convey a provider to shoppers and clients on the anticipated tiers of first-class. these things might possibly be overlooked or go unmanaged when the focus is only on the technology, and could then effect in an normal reduce satisfactory of carrier.
feel concerning the change between how an organization that offers messaging as a service over the information superhighway and the way a standard IT shop presents it, and you birth to get the idea of provider management. when you are provisioning messaging over the cyber web, you need to
verify the features you want to provide. You could have distinctive carrier applications with diverse elements (email, instant messaging, teleconferencing, shared workspaces, LiveMeeting, and so forth) in each kit.
establish service stage packages (different tiers of aspects and assist for each and every service equipment), such because the stage of availability, capability and efficiency, safety, and repair continuity (catastrophe healing).
Set pricing and establish charging fashions and mechanisms for each and every carrier and service degree package combos.
current your capabilities (including exceptional of carrier and cost) in a catalog to shoppers and advantage valued clientele if you want to simply take into account which features and repair level programs are correct for them.
Separate the carrier supplied (messaging) from the technologies that make it possible (the certain infrastructure and functions; as an example, Microsoft alternate and Lync) so that you have agility and selection in the way to give the carrier.
Why might an inside IT store want to adopt this sort of model? for the same explanations a vendor would:
The price of the service is made greater express, so it is clear that the service both has or does not have the appropriate rate-to-performance qualities.
it is obtrusive what is and is not blanketed in the provider.
accessible service stages and their cost are made express.
Most essential for the service provider, what it takes (the wherewithal required) to supply the functions continually to agreed carrier degrees is made explicit in terms of infrastructure, purposes, organization, contracts, providers, processes, subservices, and service tiers. The roles and responsibilities of the issuer and users and valued clientele are also made specific.
Put one more means, organizing around functions helps you avoid overcommittingas an example, to providing five nines (ninety nine.999%) of availability on a network know-how that can supply simplest ninety nine% uptime. Organizing round services forces you to think via what americans, techniques, and expertise are required for each provider to fulfill its goals and to group of workers and procure thus (or, with express contract out of your consumer, to returned off to a lesser service with decrease service degrees).
The idea is that each and every carrier is managed for price personally and that IT could make specific and strive to position in region and keep the supplies required to consistently make, and retain, first rate commitments. A connected idea is that the focal point maintains the conclusion in intellect (the provider itself: what is provided and to what provider stage) instead of the capability (the certain applied sciences chosen). This separation of ends and means is a must have in enabling both IT and the company it serves to have the level of agility up to date businesses require. here is the essence of any IT management framework, which is as follows:
To supply key principles, models, and organizing concepts that give a better means than alternate options for ensuring shoppers get what they need
For IT to have the entire underpinning mechanisms to be sure the degrees of exceptional of carrier required and agreed for every provider, together with infrastructure, functions, and tactics
Organizing round functions brings together what the customer needs (the facets and the levels of carrier) with the expertise wherewithal required to convey on that want consistently. in the end, your purpose with service groups is to be able to say, with confidence, "sure, Mr./Ms. customer, this will also be finished, and here's what it expenses." A service administration framework helps you get there since it provides the set of ideas and constructs that work collectively to make it ensue.
One such valuable provider management assemble is the provider map. provider maps give a graphical approach to define the accessories and dependencies of a carrier which are inputs into the carrier catalog and SLAs for the carrier. Microsoft, by means of provider maps, gives a good start with IT provider administration (ITSM). These maps are logical diagrams of services, that are positive for figuring out and communicating the add-ons that make up features and how they relate to at least one a further. They give documentation of architecture, are beneficial in troubleshooting, and function as a basis for automating features and their associated monitoring and manage tactics. as an instance, which you can take a provider map and translate it right into a dispensed software in Operations supervisor (OpsMgr). this is described in Chapter 9, "company functions."
The large bet of MOF and ITIL is that organizing round and managing to a set of functions is a advanced method to provide cost to clients.
think about two IT businesses with the exact identical substancesIT infrastructure, purposes, americans (including companies and suppliers), cash, agreements, contracts, files, and anything else necessary to convey an IT serviceyet with broadly different results when it comes to the price they devise for their valued clientele. What makes the difference of their results? A key aspect is how they organize themselves and control the important things (what they do, manage, and convey), including the techniques they comply with, how they use potential, the individuals they have got, and the way they leverage them to create value in the variety of items and capabilities.
MOF and ITIL specify, among different things, that IT service providers should
Create a provider catalog (see http://blogs.technet.com/b/randyy/archive/2005/07/25/408206.aspx).
A service catalog entry is a carrier description that helps speak what the provider is, what it fees, and the way efficiency is measured. desk three.1 is a element of a carrier catalog entry for messaging for a fictitious business (Odyssey.com).
desk 3.1. provider Catalog Excerpt (tailored from MOF Job assist "SIP service Catalog")
service identify
Messaging provider
carrier Description
Odyssey's IT department hosts the entire messaging provider infrastructure, enabling Odyssey employees to send and receive email and to synchronize their work schedules.
business Alignment
This service is funded as a part of Odyssey's IT operational finances. The service advantages all clients via providing a centralized facility for synchronizing records from Microsoft Outlook, email filtering and caching, net-based access to electronic mail, and free/busy schedule synchronization.
business owner
The Human components (HR) division is the company proprietor for this software.
service Qualification
This service is attainable to all normal personnel of Odyssey, at all places worldwide. each records center has a Microsoft alternate server that provides for the servers at that vicinity, and every of those servers is linked to the company spine for facts synchronization.
carrier supervisor
Dave Pultorak.
carrier Initiation Contact
service is initiated by way of the HR department for each and every new employee given approval to use enterprise's e mail.
external Dependencies
information superhighway communique facilities, VeriSign safety certificates services.
carrier facets
provider desk/incident administration.
software availability and metric reporting.
software SLA.
Hours of provider.
issue administration.
Tier 2 escalations and proactive root-cause analysis.
alternate administration.
exchange administration and handle.
know-how improvements.
Patch management.
protection administration.
protection protection: intrusion detection, locked-down safety guidelines.
information superhighway-certain security coverage: antivirus, antiphishing, antispam.
additional service points.
Proactive fitness monitoring.
high-availability management.
Nightly server information backup.
existing themselves to the enterprise through that service catalog (the use of consumer-oriented terminology abstracted from the expertise used to bring the carrierfor instance, the usage of messaging because the name for the service as an alternative of Microsoft change).
define service stages in SLAs.
An SLA is an settlement between an IT provider provider and customer specifying the carrier, service level objectives, and provider and customer obligations. table three.2 is an illustration of provider fine measurements and efficiency goals excerpted from "MOF Job support - service level agreement," purchasable from Microsoft.
desk 3.2. SLA Excerpt
carrier nice Measurements
measurement
Definition
performance goal
carrier availability percent
p.c of time the software is obtainable during normal time table minus the impact time from any scheduled or unexpected movements
goal percentage.
illustration: ninety nine.6%.
Incident resolution time
Time between recording and determination of an incident:
precedence 1 = < half-hour
precedence 2 = < 2 hours
precedence three = < 4 hours
X% of transactions of class Y to be completed inside Z minutes or hours or days.
example: 95% of all precedence 1 e-mail incidents are resolved within half-hour.
Root-cause analysis reviews
creation of experiences describing root reason for a specific incident or difficulty
Timeframe for file to be delivered.
instance: 100% of all root-cause evaluation studies will be delivered inside 24 hours of when the incident passed off.
SLA overview
assessment of provider to verify no matter if any changes are required
% of stories to be achieved.
instance: 100%.
Use these and other mechanisms required to manipulate the high-quality, cost, and finally the price provided to the company by means of each carrier.
youngsters this edition of service supervisor does not assist service catalogs or SLAs, it's vital to take note what they're as a result of they are at the center of the provider management ecosystem that provider supervisor helps.
that you may get examples and templates for provider catalogs, SLAs, and other carrier administration mechanisms in the "MOF Job help" collections, attainable for download from Microsoft.
determining the value of MOF and ITIL
MOF and ITIL terminology, ideas, and mechanisms are embedded in carrier supervisor, and the product supports carrier administration features and techniques. this is one very good intent to care about MOF and ITIL. however, there are other motives, which might be critical that you can believe as a basis for knowing and articulating the cost the product can convey (and to whom). what's in it for you, your group, your IT company and its suppliers, your shoppers and end users, and the business? accept as true with WIIFM (What's In It For Me?) for MOF and ITIL for all stakeholder audiences: the IT particular person contributor, the IT team, the IT organization, its suppliers, its consumers and conclusion users, and the enterprise as a whole:
For the particular person contributor: service management certification is fitting a "primary and anticipated" criterion and is additionally a excellent certification in terms of profits. (an awful lot of what IT professionals do each day is tackle changes, troubleshoot incidents, are looking for the root reason for issues, etc.) The practicing for that lies in MOF and ITIL. different professions have long-centered general terminology (accountants, as an example, do not argue over what an asset or legal responsibility is) and mechanisms (accountants can predict to see a customary ledger once they start work at a company). MOF and ITIL deliver these for IT authorities.
For the IT crew: It is not peculiar for teams of particularly clever people to devolve right into a communal fool, specifically when a big challenge arises. (almost any one who has spent more than a couple of minutes in it can attest to this!) For teams to feature smartly, they need shared concepts and requisites for "how issues are completed round right here." MOF and ITIL deliver these for IT groups.
For the IT company: The IT company as a whole wants "a" method to arrange, and that formulation has to be utterly labored out with sufficient interlocking ideas and helping templates and examples to stand by itself legs. It also helps (tremendously) if these methods are adopted extensively, because it then may also be expected that new starters and vendors who come and go want less ramp-up time. MOF and ITIL give these. MOF and ITIL compared
desk three.4 compares MOF and ITIL alongside a couple of key dimensions. that you could use it as a starting point for opting for where to make investments your time in gaining knowledge of more about these frameworks.
table three.four. evaluation of MOF and ITIL
points
MOF
ITIL
kind ingredient and price
publication. MOF is attainable for free of charge download.
ebook. ITIL publications are available in publication form and loads of different codecs for purchase.
training and certification
each MOF and ITIL have training and certification paths. MOF is proscribed to at least one route and certification on the basis degree.
ITIL has a basis-stage certification, along with Intermediates, all of the method as much as skilled- and master-level certification.
Mapping to commonly authorised IT management frameworks
both MOF and ITIL give mapping to other commonly permitted IT management frameworks, together with every different as well as ISO 20000 and COBIT. both guide these commonly authorized frameworks and even offers a map to them. So, you may also be guaranteed that what you do with MOF and ITIL are not out of line with other frameworks.
charge, aspects, restrictions
MOF is free to down load and use, and contains no longer simply advice but additionally examples and templates, with inventive commons licensing.
ITIL is owned by way of the U.okay. office of govt Commerce, with associated restrictions and fees for use.
Writing style and intention
MOF is written in a checklist, prescriptive trend, to be applied directly. It elements clear consequences, key questions, inputs, outputs, dreams, and measures in a concise, principal checklist style. here is a refreshing departure from more academic cures of carrier administration ideas.
ITIL is written in a textbook trend, describing service administration actions, deliverables, processes, functions, roles, key ideas, and fashions, with finished coverage and many greater pages of core content material than MOF.
Intention
MOF offers navigation into Microsoft's service management propertythe extra suggestions, practicing, answer accelerators, features, and itemsthat assist you put in force carrier administration ideas on the Microsoft platform and the items and applied sciences that make up that platform. since the Microsoft platform is a key a part of most IT stores, you should consider what Microsoft has to present, and MOF helps organization these belongings so that you should instantly discover, draw close, and observe them.
ITIL is know-how agnostic.
content (methods, features, and administration reviews)
MOF covers a collection of tactics and functions, and comprises management reviews, as driven by means of Microsoft's ecosystem of clients and partners
ITIL comprises strategies and features as driven by way of the membership of the IT service management discussion board (itSMF), the ITIL consumer community.
The conclusion right here is that however there are modifications between ITIL and MOF, and to some extent as a result of these modifications, some potential of each MOF and ITIL are indispensable as historical past and context for a a success service manager implementation.
Getting all started with MOF and ITIL
This part outlines some concepts and components for getting started with MOF and ITIL. after getting a transparent vision of what you want to do with MOF and ITIL, it is essential to grasp the way to get all started.
Take here steps to get started with MOF (additional information available at http://www.microsoft.com/mof):
down load MOF core content. Skim the contents so that you get a feel for what is protected after which hold it near for reference. examine the MOF overview to get to grips with MOF, and read the MOF word list to take into account the terminology.
download and review the IT pro brief start equipment for a pretty good introduction to MOF, including podcasts, PowerPoint files, and practising and certification assistance.
down load the "Getting begun with MOF" implementation book and skim it to investigate your optimum advantage, most valuable jumping-off aspect for getting begun.
down load "Bridging from MOF information to Microsoft items - A associate book" and browse it to remember how Microsoft items guide MOF IT provider management concepts.
overview and down load different MOF tips and job aids as you see healthy the place there is a direct hit for an issue or chance you see on the job.
Optionally, take an MOF basis direction and circulate the MOF Certification examination.
here are some easy methods to get began with ITIL:
examine "An Introductory Overview of ITIL V3," from the IT provider management discussion board to get a think for ITIL's constitution and content.
study Van Haren Publishing's fantastic ITIL V3: A Pocket e book, which gives technique details overlooked of IT service management discussion board's "An Introductory Overview of ITIL V3," which is greater involved with providing a excessive-stage overview of the service existence cycle.
down load and evaluation the ITIL glossary to take note the terminology.
Take an ITIL basis direction, and take and pass the ITIL groundwork examination.
Optionally, examine the 5 core ITIL publications. These books are available from a wide selection of sources and in a couple of formats, reminiscent of PDF, publication, hardcopy ebook, and HTML-based mostly DVD.
Optionally, take further ITIL courses and examinations resulting in ITIL knowledgeable or master fame. MOF and ITIL techniques Supported through carrier supervisor
MOF and ITIL specify a group of IT strategies deemed essential to be certain constant excellent of delivery of IT functions. The core set of procedures are typically these most closely linked to end users (it really is, the tactics that if missing or broken tend to evoke loud complaints most quickly). This edition of carrier supervisor supports essentially the most crucial conclusion consumer-dealing with strategies: Incident, difficulty, exchange, and Configuration management.
the following sections talk about these approaches, looking at the following for each system:
Definition, desires, and objectives
Key terminology
Why the method matters (its cost)
Key efficiency symptoms (KPIs)
Reporting
Scope
Integration with different approaches and features
procedure recreation workflow
Key roles and responsibilities
Key inputs and outputs
high-level issues for imposing with provider manager
the key selections to make when imposing the strategies consist of people and system choices that in some circumstances sit outdoor the provider manager tool and in different situations power configuration values for the device.
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