ITIL : Alternative to ITIL ITIL is the IT Infrastructure Library and….

ITILITIL : Alternative to ITIL ITIL is the IT Infrastructure Library and….

Alternative to ITIL ITIL is the IT Infrastructure Library and ITIL® is a Registered Trade Mark and a Community Trade Mark of the Office of Government Commerce.

Developed in the late 1980’s by the CCTA (now the OGC), by the mid 1990’s it had become the world-wide de facto standard in service management.

ITIL has become very popular as it is a public domain framework which is scaleable.

Very large organizations, very small organizations and everything in between have implemented ITIL processes and Alternative to ITIL.

ITIL and Alternative to ITIL focus on best practice, and as such can be adapted and adopted in different ways according to each individual organizations needs.

So let’s see what is ITIL and Alternative to ITIL? ITIL (Information Technology Infrastructure Library) is a set of best practices standards for Information Technology (IT) service management.

The United Kingdom’s Central Computer and Telecommunications Agency (CCTA) created ITIL in response to the growing dependence on Information Technology to meet business needs and goals.

ITIL provides businesses with a customizable framework of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems.

ITIL is organized into sets of texts which are defined by related functions: service support, service delivery, managerial, software support, computer operations, security management, and environmental.

In addition to texts, ITIL services and products include training, qualifications, software tools, and user groups such as the IT Service Management Forum (itSMF), all of which you can find details of on our website HYPERLINK “http://www.itilsurvival.com” http://www.itilsurvival.com. While owned by the CCTA since the mid-1980s, ITIL is currently maintained and developed by the Office of Government Commerce.

The Service Management section of ITIL is made up of eleven different disciplines, split into two sections, Service Support and Service Delivery: Service Support Configuration Management Change Management Release Management Incident Management Problem Management Service Desk Service Delivery Service Level Management Capacity Management Financial Management for IT Services Availability Management IT Service Continuity Management Many executives express frustration as they attempt to reign in the chaos and expense associated with their IT investments but find little in the way of substantive guidance.

The IT Infrastructure Library (ITIL) has emerged as the worlds most widely accepted approach to the management and delivery of IT Services.

Similarly Alternative to ITIL are also getting equally popular. Gartner measurements show that the overall results of moving from no adoption of IT Service Management to full adoption can reduce an organization’s Total Cost of Ownership by as much as 48%. ITIL currently has over 100,000 certified (trained) professionals and consultants, primarily in Europe, Australia and Canada, with fast growing numbers of those certified professionals residing or practicing in the U.S. — An ITIL Guide An ITIL Guide is a comprehensive introduction to ITIL.

In fact An ITIL Guide is so comprehensive that it is designed to help you on the way to ITIL certification through the Foundation exam.

An ITIL Guide explains the management model, history, the different organizations involved, implementation, the different processes/disciplines, and much more.

Through a rich combination of both text and graphics, An ITIL Guide explains issues in both a colorful and easy to understand way.

An ITIL Guide is a comprehensive and detailed introduction to ITIL for both beginners and seasoned practitioners.

ITIL Guide contains full presentation on ITIL and service management, explaining how, what and why.

This is a detailed and comprehensive introduction to ITIL, targeted at both beginners and seasoned practitioners. An ITIL Guide for Exam Preparation: An ITIL Guide for Exam Preparation is an innovative learner-centric practice tool especially designed to help you face the challenging nature of the ITIL® Foundation Certification Exam.

An ITIL Guide for Exam Preparation three sections that provide you an in depth overview on ITSM along with an extensive array of topical questions that help you speed up learning and application of ITSM principles: The Content Refresher The Practice Questions The Simulated Examination Over 95% of all successful learners have already been benefited, which makes this guide an invaluable aid to learners preparing for the foundation exam.

An ITIL Guide provides the principle elements of ITIL IT service Management framework.

An ITIL Guide describes processes within IT Service Management. An ITIL Guide gives guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT.

An ITIL Guide is intended to assist organizations in providing quality IT service in the face of budgetary constraints, skill shortages, system complexity, rapid change, current and future user requirements, and growing user expectations.

Without IT, most businesses cannot function; without quality IT, they cannot function well.

The guidance in the Library helps organizations provide their IT services to an accepted quality standard.

The major result of using An ITIL Guide is the improvement of customer services and the reduction of costs and risks. IT Service Management Pocket Guide: This condensed pocket-size reference guide has been designed as a handy reference book for Information Technology (IT) Service Management practitioners and for those taking the Foundation Certificate in IT Service Management.

It is a complementary publication to the complete IT Infrastructure Library (ITIL).

The guide explains the processes involved in the two key areas of Service Support and Service Delivery. Covers: The Philosophy of Service Management IT Service Management Best Practice Implementing Service Management Service Support Overview Service Desk Incident Management Problem Management Configuration Management Change Management Release Management Service Delivery Overview Service Level Management Financial Management for IT Services Capacity Management — Apollo 13 ITIL The ‘Apollo 13 – an ITIL case experience’ ™ or Apollo 13 ITIL simulation game is an intense, one-day training in which ITIL concepts and processes are experienced through the use of an interactive game.

In this training, real life situations taken from the Apollo 13 mission are simulated.

You will work in teams, playing the roles of the mission operations ground crew in Houston.

Your mission: bring the crippled spacecraft and its crew safely home.

By doing so, you and your colleagues will learn and experience all the benefits of ITIL best practice solutions. The Apollo 13 ITIL game is an intensive, interactive game, where ITIL concepts and processes can be experienced.

During the event real life situations of the actual Apollo 13 mission are simulated.

In this mission, as most people know from the movie, the lives of the crew are threatened by a number of problems that occur because of an exploded oxygen tank.

The participants have to use all there knowledge of best practice process management to bring the astronauts home safely. Apollo 13 ITIL is an intensive one day training in which the ITIL concepts and processes are not only explained, but also experienced by the course attendees through the use of an interactive game.

In this training ‘real life’ situations taken from the Apollo 13 ITIL mission are simulated.

Course attendees’ work in teams, playing the roles of the Mission operations ground crew charged with bringing the crippled craft and its crew safely home. The uniqueness of the ‘Apollo 13 – an ITIL case experience’ ™ or Apollo 13 ITIL simulation game: All ITIL processes are addressed within the simulation The whole lifecycle of a service is used within the learning process A balanced set of performance indicators for service delivery are used Service level reporting is required at the end of each round Real-life situation is used as reflection What the customers say about Apollo 13 ITIL simulation game Really good, fun, original way of playing the processes ‘Eye opener’ – which processes are running in parallel.

Which ones are important at that time? …became aware of the dependencies between processes Confronts you with decisions and choices that need to be made Helps understand how ‘priorities’ change as time goes by. You can see the cost of not doing it right Time pressure is good.

It is like real life and you must plan and make choices You become aware of the chaos and confusion in the processes and responsibilities when you play Apollo 13 ITIL simulation game Introduction: In the game the teams experience 4 phases of the mission.

In each phase the players are confronted with mission events and situations.

Throughout the game various ITIL processes are necessary to enable ground staff and the crew to resolve problems and to make timely changes to the spacecraft configuration and its trajectory. Apollo 13 ITIL simulation Game approach: At the start of the game the team receives a balanced scorecard which represents their Service Level Agreement with NASA.

At the end of each phase the team will report on its compliance with the Service Levels required.

Before each phase a set of ITIL theory is explained in relation to the processes that will be encountered in that round of the game.

At the end of each phase the actual Apollo 13 ITIL mission will be reviewed and related to the ITIL processes to show how mission success was ultimately realized, using those processes. — Application Sizing ITIL Before discussing what is Application Sizing ITIL let’s understand the concept clearly.

Capacity Management is the discipline that ensures IT infrastructure is provided at the right time in the right volume at the right price, and ensuring that IT is used in the most efficient manner. Application Sizing ITIL involves input from many areas of the business to identify what services are (or will be) required, what IT infrastructure is required to support these services, what level of Contingency will be needed, and what the cost of this infrastructure will be. These are inputs into the following Capacity Management processes: Performance monitoring Workload monitoring Application Sizing ITIL Resource forecasting Demand forecasting Modeling From these processes come the results of capacity management, these being the capacity plan itself, forecasts, tuning data, Service Level Management guidelines and lastly Application Sizing ITIL.

See the ITIL Toolkit from HYPERLINK “http://www.itilsurvival.com” http://www.itilsurvival.com for more information on Capacity Management and contact us for more information about Application Sizing ITIL. Capacity Management and IT Security: A risk assessment of the capacity planning function will help ensure that the process is carried out effectively, and that its findings are acted upon along with Application Sizing ITIL. Benefits of Capacity Management and Application Sizing: ITIL Capacity Management leads to increased efficiency and cost savings in several areas, including: Deferred expenditure – if it is possible to defer the cost of new equipment to a later date, then the money that is currently in the budget can be spent in other ways.

It may be possible to defer the expenditure permanently, so that the money need never be spent.

Also, with the pace of technological change, the later a purchase is left, the more Capacity is obtained for the money Economic provision of services – Capacity is matched to business need.

Unnecessary spare Capacity is not being maintained and therefore cost savings result.

Use of existing Capacity is optimized as far as possible, again resulting in cost savings through not paying for unwanted Capacity during quiet usage periods Planned buying – is always cheaper than panic buying Reduced risk is a major benefit of Capacity Management and Application Sizing ITIL.

Effective Capacity Management reduces the risk of performance Problems and failure in the following ways: For existing applications the risk is minimized through managing the resources and service performance The risk to new applications is reduced through application sizing – as new applications can have an adverse effect upon existing applications, the risk to those applications is also minimized The Capacity Management process should be included on the Change Advisory Board (CAB) to assess the impact of Changes upon existing Capacity, thus reducing the risk of Capacity Problems caused by Changes The number of urgent Changes to increase Capacity are reduced, and hopefully eliminated, through effective Capacity planning ITIL foundations class provided by ITILsurvival: Description: This course illustrates and promotes the alignment of IT and Business, which is the essence of ITIL®. Based on the Service Management model described in the IT Infrastructure Library, it consists of a series of lectures and interactive classroom discussions. Certification: This course is a prerequisite for any student wishing to write the exam to earn the Foundation Certificate in IT Service Management.

The one-hour exam consists of 40 multiple choice questions; to pass, 26 questions must be answered correctly. Objectives: Upon completion of this course the successful student should: Understand the objectives, basic processes and responsibilities of the key ITIL Service Management disciplines. Relate the ITIL Service Management activities to each other and to wider IT issues. Understand the Service Management model sufficiently to be able to participate meaningfully in IT Service Management functions in their own organizations. Be able to write and pass the EXIN/ISEB examination for the Foundation Certificate in IT Service Management. ASL ITIL Let’s discuss ASL V/s ITIL or popularly called ASL ITIL.

Application Service Library (ASL) offers a framework for application management that is based on the best practices of professionals with years of experience.

The model is developed in such a way that it guarantees the optimal ICT support for business processes.

In this way you can concentrate on the business core.

ASL limits itself to the giving of guidelines for the organizing of processes, leaving the organizing of the business.

By doing this, the framework is generally applicable within ICT services, independent to the size of your organization. IN ASL ITIL, where ITIL has become a general acceptable standard to organize technical control, the Application Services Library offers a framework for the organization of application management.

The primary objective of ITIL Application Management is to provide sound best practice and practical guidance in application management from the perspective of service management principles. In ASL ITIL, ASL is a means to store knowledge and best practices on Application Services and in particular Application Management.

The objective of ASL is to offer a reference model for application management which is based on best practices and is generally accepted by the world of ICT.

The ASL standard is public domain and is maintained by the ASL Foundation.

The ASL framework: consists of application management processes defines the processes and roles describes the relationship between the processes can be used in all variations of application management is independent of organization type The ASL Framework identifies services and applications as two basic areas which contain processes on a strategic, a tactical and an operational level.

ASL focuses on application management processes.

ITIL AM focuses on the manageability aspects of applications. In ASL ITIL, ASL is the acronym for Application Services Library.

It is a framework that comprises processes in the field of application management and describes the definitions of these processes and the relationships between them.

A detailed description of the processes forms part of the library, contains ‘best practices’ and resources such as forms, checklists and model documents.

The ASL framework can be used for all forms of application management, for outsourced ICT services, internal ICT services and all intermediate forms.

The framework can serve as a guideline for the division of tasks.

Each process has an accompanying description of roles.

The ASL framework originates from an analysis of various knowledge domains related to ICT service, including ITIL and CMM. “ASL” is Application Services Library, the collection of best practice guidance for managing application development and maintenance.

It is the public domain standard for application management, separate from the IT Infrastructure Library (ITIL), but linked to it in terms of adherence to standards for managing processes and providing a coherent, rigorous, public domain set of guidance.

ASL defines process interfaces, the service team and its structure, and the application and introduction of ASL. Where ITIL (Information Technology Infrastructure Library) is a generally accepted standard for organizing technical management, the Application Services Library offers a framework for the organization of application management. Where ITIL (Information Technology Infrastructure Library) has become a generally accepted standard to organize services management processes in the domain of technical infrastructures, the Application Services Library (ASL) offers a framework for the organization of application management.

ASL is based on the best practices of professionals with years of experience in the field of managing, maintaining and enhancing applications.

The model is developed in such a way that it guarantees the optimal IT support for business processes.

ASL limits itself to the giving of guidelines for the organizing of IT-processes, leaving the organizing of the business.

By doing this, the framework is generally applicable within application services, independent to the size of your organization.

ASL ITIL can work together very well, because ASL was derived from ITIL and the common processes (like incident management and service level management) are at a high level the same. — Australia Certification ITIL Before discussing various opportunities of Australia Certification ITIL, let’s see the current scenario.

Australia is at the forefront of ITIL adoption.

ITIL Australia interests stem from the strong links between Australian and the United Kingdom (the undisputed home of ITIL).

ITIL in Australia has seen rapid adoption through consultancy and education programs since the mid 1990’s.

Perhaps it’s the distance of Australia from other nations that forces the people there to work even harder at “making ITIL work”.

Whatever the reason the ITIL Australians are strong advocates for a strong framework and hence giving the clear ground for Australia Certification ITIL.

The itSMF in Australia is perhaps one of the more active international arms of that largely voluntary organization. Australia Certification ITIL and Education: Australia Certification ITIL and Education is available as a structured training program with fully accredited professional certification. The examination bodies of Australia Certification ITIL and Education work in collaboration with the UK Government’s Office of Government Commerce (OGC), the IT Service Management Forum (ITSMF), government and private enterprise organizations to ensure that the curriculum and examinations adhere to current and evolving best practice. In addition to the Australia Certification ITIL programme, ITILsurvival runs a comprehensive series of ITIL based awareness and training courses for all levels of IT professionals within an organization.

Awareness programs are a vital component for the success of the implementation plan. The Management Series provide an understanding of IT processes from a management perspective.

The IT Service Management qualification provides comprehensive training for more experienced IT personnel who are responsible for the day-to-day IT operations or are re-engineering IT processes. Current Australia Certification ITIL courses that make up the Management Series include: IT Service Management Workshops IT Service Management Executive Overview IT Service Management Essentials IT Service Manager Australia Certification ITIL Melbourne—Awareness: This is a one day course designed for IT staff and managers.

It is also suitable for customers and end users of IT services who have an interest in service quality issues. Australia Certification ITIL Melbourne—Foundation: This detailed, three day introduction to the concepts, terms, definitions, objectives, benefits and relationships within core IT service management processes and functions, according to the ITIL (Information Technology Infrastructure Library) best practice framework.   The workshop is based on principles described in ITIL’s Service Support and Service Delivery books.

It focuses on taking a holistic approach to IT Service Management through the use of processes, their respective relationships and workflows.

And, this course prepares attendees for the examination leading to the Foundation Certificate in IT Service Management: The prerequisite for the Practitioner and Service Manager levels of certification. Another good name in Australia Certification ITIL is ITILsurvival, which is the most experienced provider of professional management, consulting and educational services in IT Service Management in Australia.

Australia Certification ITIL ITILsurvival is a practical, holistic approach towards process implementation and improvement services, with a strong focus on the delivery of results, using best practices like ITIL, Prince2 and Kotter. Australia Certification ITIL ITILsurvival masters all aspects of transition management and management of change, using Kotter’s best practice approach for organizational change combined with the ITIL methodology and our experience in the successful execution of transition programs.

They use Best Practices as the foundation of all their projects.

Practices used, amongst others, are ITIL, MOF, Prince2, Kotter and Balanced Scorecard. Australia Certification ITIL ITILsurvival also provides “training by the implementers”.

Their management trainers have actually implemented the associated IT Management solutions many times over in their career and can draw upon their real life experience while delivering their training.

Our training programs cover various ITIL and Prince2 courses to fit your needs. However, if you need some more useful information about Australia Certification ITIL ITILsurvival then please take a minute and visit: HYPERLINK “http://www.itilsurvival.com” http://www.itilsurvival.com.

In addition to the general information you will get over 135 questions aimed at the ITIL Foundations level to supplement your ITIL training the “ITIL Exam Foundations Preparation” will give you 100% confidence going in to your actual IT Service Management Foundations exam. Automation ITIL Some areas of Service Management are too resource intensive to be performed effectively without automation.

Each tool for the automation of Service Management has advantages and disadvantages but Automation ITIL is still recognized as vital. It is necessary to ensure that the combination of technology, processes and people are integrated and meet the needs of the Customers.

Remember, Automation ITIL should be used to enhance Service Management, not replace it. The object of Service Level Management is to maintain and gradually improve business aligned IT service quality, through a constant cycle of agreeing, monitoring, reporting and reviewing IT service achievements and through instigating actions to eradicate unacceptable levels of service.

Ultimately this leads to Automation ITIL.

Let’s see how? Service Level Management is responsible for ensuring that the service targets are documented and agreed in Service Level Management and monitors and reviews the actual service levels achieved against their SLA targets.

Service Level Management should also be trying to proactively improve all service levels within the imposed cost constraints.

Service Level Management is the process that manages and improves agreed level of service between two parties, the provider and the receiver of a service. Service Level Management is responsible for negotiating and agreeing service requirements and expected service characteristics with the Customer, measuring and reporting of Service Levels actually being achieved against target, resources required, and cost of service provision.

Service Level Management is also responsible for continuously improving service levels in line with business processes, with a SIP, coordinating other Service Management and support functions, including third party suppliers, reviewing SLAs to meet changed business needs or resolving major service issues and producing, reviewing and maintaining the Service Catalogue using Automation ITIL tips and techniques. Best ITIL Training Best ITIL Training can come in many flavors, that is, through many delivery methods and also various levels of content focused on providing the right level to suit the readers’ needs.

Foundations Certificate, Practitioners Certificate and Managers Certificate are the three levels of training that is normally accredited! Best ITIL Training may also consist of short awareness type courses but these are not accredited, that is, do not have an exam with a measurable outcome Best ITIL Training is practical and hands-on, based upon real life examples and a case study.

You won’t hear “That’s a good question; let me get back with you on that”.

Simply put, the training is on-topic, and oriented toward achieving knowledge and understanding of supported services in alignment with your organization’s goals.

The training can be conducted in multiple languages, either on-site or in a training facility near you. Best ITIL Training Foundations Certificate Courses: The course details the concepts, terms, definitions, objectives, benefits and relationships within the core IT Service Management processes and functions, according to the ITIL (Information Technology Infrastructure Library) best practice framework.

Usually through lecture, moderated group discussions and simulation, the focus is to ensure a sound understanding of the terminology and knowledge base of ITIL. Best ITIL Training Practitioner Certificate Courses: Best ITIL Training is also delivered through practitioner courses.

There is a prerequisite of having passed the ITIL Foundations course for this one.

The practitioner courses are focused on the individual that is working, or will work within a specific process and needs more in-depth understanding of the activities defined within that process. Best ITIL Training Managers Certificate Courses: This is the highest level and the usual prerequisites are that the individual has the experience of at least five years of working within IT and at Manager Level as well as the Foundations Certificate.

The other point is that in depth ITIL knowledge must be gained prior to course attendance, hence the five years experience.

The focus of this course is on developing the vision or mapping ITIL to an organization not the other way around.

Then also dealing with organizational change and resistance to change! Then we have those delivery methods such as on line and instructor led.

Suffice to say the reader should select the Best ITIL Training method and type that suits their specific need. Similarly, the ITIL Training Group offers an online course designed specifically to prepare participants for the examination leading to the Foundation Certificate in IT Service Management.

The ITIL Training Group is offering an online training course which is based on principles described in ITIL’s Service Support and Service Delivery books.

The course prepares participants for the examination leading to the Foundation Certificate in IT Service Management.

Topics covered in the course include: ITIL IT Service Management Processes, ITIL Service Support Processes and ITIL Service Delivery Processes. Online ITIL Training was not an option, as traditionally all ITIL Training was conducted through the usual classroom environment with an experienced instructor.

However online ITIL Training has increased in popularity in recent times and even Best ITIL Training is available.

There have been a growing number of options for internet shoppers to select Best ITIL Training from many options.

Some traditional vendors are offering online training in ITIL that reflects their classroom courses.

Others offer online ITIL Training that has been developed directly from the theory books on ITIL.

The disadvantage of this approach is that there is generally very little reality to a course that does not have a basis in actual classroom delivery.

Online Best ITIL Training suits individual contractors and corporations looking to deliver knowledge to a larger group of employees.

It is a cost effective solution in both cases. — BS7799 2 ITIL BS7799-2 ITIL is nothing but information security management systems – specification with guidance for use.

This document describes the standard of security process management required for your organization to comply with currently perceived industry best practice.

As with all BSI standards it has been developed by a team of experts and involved parties across the IT industry. Another standard which may seem similar to BS7799-2 ITIL is ISO17799/BS7799-1: Information technology – Code of practice for information security management: This International Standard document describes the standard of information security operational and process management required for your organization to comply with currently perceived industry best practice.

But BS7799-2 ITIL: Information security management systems – Specification with guidance for use: This British Standard document describes the standard of information security operational and process management required for your organization to comply with currently perceived industry best practice. BS7799-2 ITIL: Information Security Management ITIL is an important activity, which aims to control the provision of information, and to prevent unauthorized use of information.

For many years, Information Security Management ITIL was largely ignored.

However, this is changing.

Security is now considered as one of the main management challenges for the coming years.

The interest in this discipline is increasing because of the growing use of the Internet and e-commerce in particular. BS7799-2 ITIL Security Management Aims: Security Management ITIL aims to ensure that the security aspects of services are provided at the level agreed with the customer at all times.

Security is now an essential quality aspect of management.

Security Management integrates security in the IT organization from the service provider’s point of view.

The Code of Practice for Information Security Management (BS 7799) provides guidance for the development, introduction and evaluation of security measures. Let’s see some latest news. 1-Net Singapore, a wholly-owned subsidiary of MediaCorp, has been awarded the BS7799-2 ITIL: 2002 for security management, and the ISO 9001:2000 certification for quality management and continual service improvements.

The BS7799-2 ITIL: 2002 was conferred by PSB Certification and is based on technical and procedural guidelines on protection of information.

The ISO 9001: 2000 audit was conducted by Lloyd’s Register Quality Assurance and specifies requirements for a quality management system that enhances customer satisfaction and achieves continual performance improvement. CCS Inc ITIL CCS Inc.

Is a leader in IT Professional Development.

CCS Inc., ITIL specializes in the following services: Delivery of Consulting and Training for IT Operations.

This service focuses on IT operations and service management based upon the international standards of ITSM / ITIL and COBIT.

This service includes training, policy and process development, and implementation consulting.

CCS Inc., ITIL domain expertise includes Service Level Management, Availability Management, Continuity Management (Disaster Recovery), Configuration Management, Change Management and Problem Management. CCS Inc., ITIL and other Consulting and Training for IT Infrastructure: This service focuses on Enterprise Scale Computing Environments.

CCS combines technical expertise in Cisco, Sun, Microsoft, and Oracle with years of production experience to provide solutions with positive impact.

This service includes such IT Infrastructure items as Network Architecture and Administration, System Architecture and Administration, Storage Architecture and Administration, and Backup and Recovery Management. CMM ITIL COBIT Process Alignment A common strategy today is to align your business processes in the Information Technology function with process models and methodologies, such as CMM, COBIT, and ITIL.

This is called CMM ITIL COBIT Process Alignment.

All are excellent choices for achieving best practice performance and many success stories reveal excellent benchmarks from CMM ITIL COBIT Process Alignment strategies. Management agenda is different for each of the three value configurations, and that the management agenda helps identify opportunities for new types of information systems for CMM ITIL COBIT Process Alignment strategies.

The chains, shops and networks model also contributes to discussions of IT strategy, and its alignment with business strategy.

For example, where a single business contains different configurations, the IT strategy must be aligned to the dominant value configuration of the business.

And CMM ITIL COBIT Process Alignment strategies are no exception here. As the pace of change in business increases, business risk is compounded by unaligned and rigid IT infrastructure.

However, enterprises that incorporate business process fusion will see increased IT infrastructure flexibility that improves returns and risk, according to GartnerG2, a research service from Gartner, Inc. Business process fusion is the transformation of business activities achieved by integrating previously autonomous business processes to create a new scope of management capabilities such as CMM ITIL COBIT Process Alignment strategies.

It will drive stronger alignment of IT with core business processes and provide linkage of operational and management processes with a true end-to-end scope.

Business process fusion is not just another IT integration project.

The objective of CMM ITIL COBIT Process Alignment strategies is to integrate business processes to create value, regardless of how or even whether, the underlying technology is integrated. “When looking at business in its entirety, strategy-aligned change links with business process fusion to help overcome the disconnect between top-down policy, strategy, change and bottom-up infrastructure constraints we call the Grand Canyon of Strategy,” said Jorge Lopez, vice president and research director for GartnerG2. “This process coincides with the two things executives say are the most difficult to change: corporate culture and information systems.

Using this approach improves business returns, resolves internal conflicts, reduces business risk and defines IT infrastructure.” GartnerG2 analysts said that the precursors to business results are determining strategy, aligning and prioritizing changes, and developing systems requirements.

Building on these changes and system requirements, business process fusion creates systems that enable end-to-end processes in the enterprise. Process fusion enables accurate measurement and rapid alignment of IT to the process definitions that emerge from strategy-aligned and prioritized change to enhance the ability of the IT infrastructure to change.

This approach increases agility by: Accurate definition of priority business processes from end to end Upstream notification of possible changes and the impact on the infrastructure The ability of the combined business and IT team to collaborate to perform complex changes in a timely fashion with quality Enhanced competency of IT to make change in its own infrastructure of business applications, software infrastructure, and physical and network infrastructure By making the creation of process-supporting systems easier, process fusion can expedite the translation of new process requirements into information systems and reduce complexity of the IT infrastructure. CMM ITIL COBIT Process Compare Kpi A common strategy today is to align your business processes in the Information Technology function with process models and methodologies, such as CMM ITIL COBIT Process Compare KPI.

This is called CMM ITIL COBIT Process Alignment and we can CMM ITIL COBIT Process Compare KPI.

All are excellent choices for achieving best practice performance and many success stories reveal excellent benchmarks from CMM ITIL COBIT Process Alignment strategies. Management agenda is different for each of the three value configurations, and that the management agenda helps identify opportunities for new types of information systems for CMM ITIL COBIT Process Compare KPI.

The chains, shops and networks model also contributes to discussions of IT strategy, and its alignment with business strategy.

For example, where a single business contains different configurations, the IT strategy must be aligned to the dominant value configuration of the business.

And CMM ITIL COBIT Process Compare KPI is no exception here. Model Driven Configuration Management: Configuration Management is a key part of IT Service Management.

The major process frameworks (CMM ITIL COBIT Process Compare KPI) all call for it.

According to ITIL, Configuration Management’s goals are to “account for all the IT assets and configurations within the organization and its services.” What’s in scope? All applications, components, databases, servers, message queues, ETL jobs, and so forth become CIs, or Configuration Items. However, this seems to imply some sort of interface between the source code control tool (aka software configuration management tool/repository) and the CMDB.

Source code control tools such as PVCS, VSS, or CVS play an essential role in the software development lifecycle, but they are essentially just specialized file management systems with the ability to compare text files.

The overall structure of an application is not represented in the source code control system, which is hierarchical and focused on the source code – basically, just a managed directory structure with some extra capability, by no means a modeling tool. A modern distributed system’s complexity comes in the interconnections and dependencies on things like databases and middleware, which the version control system does not represent.

A simple distributed system for example might have a database with stored procedures, several interlinked components on an application/web server, and dependencies on other systems via message queues.

These dependencies cannot be derived directly from the software configuration management system. ITIL Security KPI – This is a hard topic to nail down because ITIL, by its very nature is non prescriptive, that is it stays at a high level and deliberately does not say “now you must do this activity this way etc”.

What it does is give you guidelines that if you follow you will be providing the right amount of information to the other processes and to your business managers. Having said that, some of the other frameworks are far more prescriptive and detail specific KPI’s that must be measured.

This can also be their downfall because, although they may give a significant amount of detail, they can also be providing too much detail.

Why is that, you say? Because there is a cost in providing that detail in time and resources, so if there is no real business benefit to provide that detail you shouldn’t be wasting that time and those resources we were referring to. ITIL Security KPI- CMM ITIL COBIT Process Compare KPI: Here are a number of KPI’s if we were measuring them that we might use: Reduced number of security-related service calls, change requests and fixes Amount of downtime caused by security incidents Reduced turnaround time for security administration requests Number of systems subject to an intrusion detection process Number of systems with active monitoring capabilities Reduced time to investigate security incidents Time lag between detection, reporting and acting upon security incidents Number of IT security awareness training days As the pace of change in business increases, business risk is compounded by unaligned and rigid IT infrastructure.

However, enterprises that incorporate business process fusion will see increased IT infrastructure flexibility that improves returns and risk, according to GartnerG2, a research service from Gartner, Inc. Business process fusion is the transformation of business activities achieved by integrating previously autonomous business processes to create a new scope of management capabilities such as CMM ITIL COBIT Process Alignment strategies.

It will drive stronger alignment of IT with core business processes and provide linkage of operational and management processes with a true end-to-end scope.

Business process fusion is not just another IT integration project.

The objective of CMM ITIL COBIT Process Alignment strategies is to integrate business processes to create value, regardless of how or even whether, the underlying technology is integrated. COBIT ITIL COBIT provides an over-arching framework covering all IT activities.

ITIL is focused mostly on service management (COBIT’s Delivery & Support domain).

ITIL is more detailed and process oriented.

COBIT ITIL helps link ITIL best practices to real business requirements and IT process owners.

COBIT’s metrics help define SLA & OLA criteria.

COBIT ITIL and other standards EG ISO17799 provide a more complete set of best practices. Background to COBIT: Development by ISACA started in 1992 Derived from original “Control Objectives” – aim was to provide a set of best practices meaningful to IT people, auditors, and users First version launched in 1996 containing a new Framework, control objectives and audit guidelines Based on major research study into all relevant existing standards and best practices In 2000 management guidelines added providing maturity models, performance indicators and critical success factors What does COBIT ITIL Provide? Framework for IT governance aligning IT with business requirements An IT process classification scheme Generic control objectives for each IT process Management guidelines enabling management to align IT activities and priorities with business requirements: Consider critical success factors Set metrics (“Goal Indicators- KGIs” and “Performance Indicators – KPIs”) Assess “as-is” and “to-be” capability using maturity models To help IT organizations understand how to use COBIT ITIL for improving the performance of their operations.

COBIT provides organizations with a way to determine whether they are exercising proper governance over their IT operations.

COBIT consists of 34 control objectives with greater detail to explain how each one can be objective, can be implemented, and its performance evaluated.

ITIL is a collection of best practices in such areas as service delivery, service support, service security, infrastructure management, and application management.

Although ITIL attempts to cover all areas of IT, its guidance is stronger in areas of service delivery and support than in application development. COBIT has been developed as a generally applicable and accepted standard for good Information Technology (IT) security and control practices that provides a reference framework for management, users, and IS audit, control and security practitioners.

COBIT, issued by the IT Governance Institute and now in its third edition, is increasingly internationally accepted as good practice for control over information, IT and related risks.

Its guidance enables an enterprise to implement effective governance over the IT that is pervasive and intrinsic throughout the enterprise.

In particular, COBIT’s Management Guidelines component contains a framework responding to management’s need for control and measurability of IT by providing tools to assess and measure the enterprise’s IT capability for the 34 COBIT IT processes.

The tools include: Performance measurement elements (outcome measures and performance drivers for all IT processes) A list of critical success factors that provides succinct, non-technical best practices for each IT process Maturity models to assist in benchmarking and decision-making for capability improvements Much of COBIT is available for download on a complimentary basis.

Hard copies are available for purchase from the ISACA Bookstore.

COBIT components include: Executive Summary Framework Control Objectives Audit Guidelines Implementation Tool Set Management Guidelines The IT Infrastructure Library (ITIL) refers to a set of comprehensive, consistent and coherent codes of best practice for IT Service Management.

It comprises a library developed by the Central Computer & Telecommunications Agency (CCTA) in the United Kingdom.

Since April 2001 the CCTA is renamed into OGC (Office of Government Commerce).

The library describes a number of related processes. ITIL was developed in the late 1980’s in response to the recognition that organizations were becoming increasingly dependent on Information Systems (IS).

The objective of the OGC in developing ITIL is to promote business effectiveness in the use of IS due to increasing organizational demands to reduce costs while maintaining or improving IT services. The ITIL concepts for best practices, through the involvement of leading industry experts, consultants and practitioners remain the only holistic, non-proprietary best practice framework available.

As a result, it has quickly become the global benchmark by which organizations measure the quality of IT service management. Each described process in the Infrastructure Library covers a specific part of IT Service Management and its relationship to other processes.

Each book can be read, and the process implemented, independently of the others.

The overall provision of IT services, however, can be optimized by considering each process as part of the whole, such that the whole is greater than the sum of its parts.

This holistic approach suggests that organizations are likely to gain the most benefit from implementing all processes rather than some processes discretely. The most popular ITIL processes are contained in the two sets representing key elements of IT Service Management.

The Service Support and Service Delivery sets describe the processes that any IT service provider must address to enhance the provision of quality IT services for its customers.

In addition, these sets form the basis of the certifications granted by the Netherlands Examination Institute for IT (EXIN) and the Information Systems Examinations Board (ISEB). Many organizations have embraced the ITIL concept because it offers a systematic and professional approach to the management of IT service provision.

There are many benefits to be reaped by adopting the guidance provided by ITIL.

Such benefits include but are not limited to: Improved customer satisfaction Reduced cost in developing practices and procedures Better communication flows between IT staff and customers Greater productivity and use of skills and experience ITIL provides IT professionals with the knowledge and resources they need to run and maintain an effective and efficient IT Infrastructure that meets the needs of their clients while keeping costs at a minimum. Of the three major frameworks getting a lot of mindshare nowadays – ITIL and CMM being the other two – COBIT is the only one to recognize data management as key to running IT. (I’ve been quite disappointed in CMM and ITIL for this reason; neither one seems to have any awareness of the particular disciplines and issues around data architecture and management.) If your company is trying to address SOX and looking for a framework, I highly recommend COBIT.

Not that it’s mutually exclusive with ITIL or CMM; they all cover somewhat different areas – but again, only COBIT really pays attention to data.

They even mention data models, repositories, and data dictionaries! Configuration Management ITIL The object of Configuration Management ITIL is to provide a logical model of the IT infrastructure by identifying, controlling, maintaining and verifying the version of all Configuration Items in existence.

Configuration Management ITIL is used to account for all IT assets, to provide accurate information to support other Service Management processes, to provide a sound a base for Incident, Problem, Change and Release Management, to verify records against infrastructure and to correct exceptions. There are five basic activities of Configuration Management ITIL: Planning – The Configuration Management ITIL plan should cover the next three to six months in detail, and the following twelve months in outline.

It should be reviewed at least twice a year and will include a strategy, policy, scope, objectives, roles and responsibilities, the Configuration Management processes, activities and procedures, the CMDB, relationships with other processes and third parties, as well as tools and other resource requirements. Identification – The selection, identification and labeling of all CIs.

This covers the recording of information about CI’s, including ownership, relationships, versions and unique identifiers.

CIs should be recorded at a level of detail justified by the business need – typically to the level of “independent change”. Control – This gives the assurance that only authorized and identifiable CIs are accepted and recorded from receipt to disposal.

It ensures that no CI is added, modified, replaced or removed without the appropriate controlling documentation EG approved RFC, updated specification.

All CIs will be under Change Management Control. Status Accounting – The reporting of all current and historical data concerned with each CI throughout its life-cycle.

It enables changes to CIs and tracking of their records through various statuses, EG ordered, received, under test, live, under repair, withdrawn or for disposal. Verification and Audit – This is a series of reviews and audits that verifies the physical existence of CIs, and checks that they are correctly recorded in the CMDB.

It includes the process of verifying Release and Configuration documentation before changes are made to the live environment. In sum, the Configuration Management ITIL process provides identification, control, status accounting and verification of the components of the IT infrastructure (configuration items, assets- PC’s, printers, software, business services etc).

According to ITIL, Configuration Management ITIL is the process that “covers the identification, recording and reporting of IT components, including their versions, constituent components and relationships.” While Change Management is the process to “ensure that standardized methods and procedures are used for efficient and prompt handing of all changes, in order to minimize the impact of change-related incidents upon service quality, and consequently to improve the day-to-day operations of the organization.” Configuration Management ITIL is the implementation of a database (Configuration Management Database – CMDB) that contains details of the organization’s elements that are used in the provision and management of its IT services.

This is more than just an ‘asset register’, as it will contain information that relates to the maintenance, movement, and problems experienced with the Configuration Items. The CMDB also holds a much wider range of information about items that the organization’s IT Services are dependant upon.

This range of information includes: Hardware Software Documentation Personnel Development of the configuration management plan is of course is a complex task and requires a great deal of effort.

To assist in this process a specific support kit has recently been launched: The Configuration Management Planning Toolkit.

This comprises a number of discrete materials, similar to the ITIL Toolkit, but focused entirely upon configuration management plans and how to create them. Configuration Management ITIL is a key discipline for software developers, IT Service providers and managers as it provides direct control over IT assets and delivers quality IT Services economically. All components of the IT infrastructure – termed Configuration Items – can be identified, controlled, status changed and verified.

The Configuration Management Database (CMDB) records all these Configuration Items including attributes, locations, relationships with other items and changes.

This ensures that all components are uniquely identified and controlled.

The benefits of Configuration Management and the vital component of the CMDB include better: control of IT assets IT Service provision through support for the management of change change management incident and problem handling control of changes to software and hardware security of malicious changes to software identification of legal obligations expenditure planning contingency planning Define ITIL It is not very hard to Define ITIL, especially in the current IT world.

Let’s Define ITIL.

ITIL is the only consistent and comprehensive documentation of best practice for IT Service Management.

Used by many hundreds of organizations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books.

ITIL consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT.

ITIL has been developed in recognition of organizations’ growing dependency on IT and embodies best practices for IT Service Management.

ITIL provides the foundation for quality IT Service Management.

The widespread adoption of the ITIL guidance has encouraged organizations worldwide, both commercial and non-proprietary, to develop supporting products as part of a shared ‘ITIL Philosophy’. Define ITIL: The ITIL (IT Infrastructure Library) consists of 6 sets: Service Support; Service Delivery; Planning to Implement Service Management; ICT Infrastructure Management; Applications Management; The Business Perspective.

Within these a variable number of very specific disciplines are described.

Although the UK Government actually created ITIL via the CCTA, it is rapidly being adopted across the world as the standard for best practice in the provision of IT Service.

Although ITIL covers a number of areas, its main focus is certainly on IT Service Management (ITSM). Define ITIL in other words: ITIL is the IT Infrastructure Library and ITIL® is a Registered Trade Mark and a Community Trade Mark of the Office of Government Commerce.

Developed in the late 1980’s by the CCTA (now the OGC), by the mid 1990’s it had become the world-wide de facto standard in service management.

ITIL has become very popular as it is a public domain framework which is scaleable.

Very large organizations, very small organizations and everything in between have implemented ITIL processes.

ITIL focuses on best practice, and as such can be adapted and adopted in different ways according to each individual organizations needs.

So Define ITIL what is it? ITIL (Information Technology Infrastructure Library) is a set of best practices standards for Information Technology (IT) service management.

The United Kingdom’s Central Computer and Telecommunications Agency (CCTA) created ITIL in response to the growing dependence on Information Technology to meet business needs and goals.

ITIL provides businesses with a customizable framework of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems.

ITIL is organized into sets of texts which are defined by related functions: service support, service delivery, managerial, software support, computer operations, security management, and environmental.

In addition to texts, ITIL services and products include training, qualifications, software tools, and user groups such as the IT Service Management Forum (itSMF), all of which you can find details of on this website. While owned by the CCTA since the mid-1980s, ITIL is currently maintained and developed by the Office of Government Commerce. ITIL for IT service management began in 1989, growing out of an effort by the United Kingdom’s government to improve IT service management.

It has slowly made its way to North America via Canada.

ITIL features two disciplines; service support and service delivery (rewritten in 2000 and 2001) aimed at improving the quality of service while reducing or maintaining costs.

Automating the management of the IT infrastructure in a business-relevant way is high priority this year for all IT organizations.

Best practices should serve as a guide to designing IT management processes that increase the overall efficiency, reduce costs and align IT with the business.

IT Infrastructure Library (ITIL) definitions act as best practice guides that work to improve operational efficiencies. Learn the ITIL road map to deliver best practice Service Management in your IT organization.

Using ITIL processes, an IT organization can: Monitor the quality of IT services, improve efficiency, increase effectiveness and reduce risks. Align IT’s service management processes with critical business-focused processes and priorities. Decrease the cost of IT delivered services to the business while increasing it’s effectiveness, utilization and efficiencies around Service delivery and Service support. Definition ITIL It is not very hard to find Definition ITIL, especially in the current IT world.

Let’s see the Definition ITIL.

ITIL is the only consistent and comprehensive documentation of best practice for IT Service Management.

Used by many hundreds of organizations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books.

ITIL consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT.

ITIL has been developed in recognition of organizations’ growing dependency on IT and embodies best practices for IT Service Management.

ITIL provides the foundation for quality IT Service Management.

The widespread adoption of the ITIL guidance has encouraged organizations worldwide, both commercial and non-proprietary, to develop supporting products as part of a shared ‘ITIL Philosophy’. Definition ITIL: The ITIL (IT Infrastructure Library) consists of 6 sets: Service Support; Service Delivery; Planning to Implement Service Management; ICT Infrastructure Management; Applications Management; The Business Perspective.

Within these a variable number of very specific disciplines are described.

Although the UK Government actually created ITIL via the CCTA, it is rapidly being adopted across the world as the standard for best practice in the provision of IT Service.

Although ITIL covers a number of areas, its main focus is certainly on IT Service Management (ITSM). Definition ITIL: ITIL is the IT Infrastructure Library and ITIL® is a Registered Trade Mark and a Community Trade Mark of the Office of Government Commerce.

Developed in the late 1980’s by the CCTA (now the OGC), by the mid 1990’s it had become the world-wide de facto standard in service management.

ITIL has become very popular as it is a public domain framework which is scaleable.

Very large organizations, very small organizations and everything in between have implemented ITIL processes.

ITIL focuses on best practice, and as such can be adapted and adopted in different ways according to each individual organizations needs.

So let’s see Definition ITIL and what is it? ITIL (Information Technology Infrastructure Library) is a set of best practices standards for Information Technology (IT) service management.

The United Kingdom’s Central Computer and Telecommunications Agency (CCTA) created ITIL in response to the growing dependence on Information Technology to meet business needs and goals.

ITIL provides businesses with a customizable framework of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems.

ITIL is organized into sets of texts which are defined by related functions: service support, service delivery, managerial, software support, computer operations, security management, and environmental.

In addition to texts, ITIL services and products include training, qualifications, software tools, and user groups such as the IT Service Management Forum (itSMF), all of which you can find details of on this website. While owned by the CCTA since the mid-1980s, ITIL is currently maintained and developed by the Office of Government Commerce.

The Service Management section of ITIL is made up of eleven different disciplines, split into two sections, Service Support and Service Delivery: Service Support Configuration Management Change Management Release Management Incident Management Problem Management Service Desk Service Delivery Service Level Management Capacity Management Financial Management for IT Services Availability Management IT Service Continuity Management Definitive Software Library ITIL Definitive Software Library ITIL is the library in which the definitive authorized versions of all software CIs are stored and protected.

It is a physical library or storage repository where master copies of software versions are placed.

This one logical storage area may, in reality, consist of one or more physical software libraries or file stores.

They should be separate from development and test file store areas.

The Definitive Software Library ITIL may also include a physical store to hold master copies of bought-in software, EG, fireproof safe.

Only authorized software should be accepted into the DSL, strictly controlled by Change and Release Management. The Definitive Software Library ITIL exists not directly because of the needs of the Configuration Management process, but as a common base for the Release Management and Configuration Management process.

Software Control is responsible for the secure storage of software in the Definitive Software Library ITIL (DSL ITIL) and ensures that only correctly released and authorized versions are in use.

The Definitive Software Library ITIL Library should: only contain authorized versions of software be totally separate from all other software development, testing or live area hold secure copies of package software keep all software up to date and free from corruption be accessible only to software control and distribution staff hold regular remote storage backups document the status of all stored software versions The Definitive Software Library ITIL consists of a physical store and a logical store.

The physical store is where the master copies of all software media are stored.

This tends to be software that has been provided from an external source.

The logical store is the index of all software and releases, versions, etc.

Highlighting where the physical media can be located.

The logical store may also be used for the storage of software developed within the organization. The ITIL (IT Infrastructure Library) consists of 6 sets: Service Support; Service Delivery; Planning to Implement Service Management; ICT Infrastructure Management; Applications Management; The Business Perspective.

Within these a variable number of very specific disciplines are described.

Although the UK Government actually created ITIL via the CCTA, it is rapidly being adopted across the world as the standard for best practice in the provision of IT Service.

Although ITIL covers a number of areas, its main focus is certainly on IT Service Management (ITSM). ITIL is the only consistent and comprehensive documentation of best practice for IT Service Management.

Used by many hundreds of organizations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books.

ITIL consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT.

ITIL has been developed in recognition of organizations’ growing dependency on IT and embodies best practices for IT Service Management.

ITIL provides the foundation for quality IT Service Management.

The widespread adoption of the ITIL guidance has encouraged organizations worldwide, both commercial and non-proprietary, to develop supporting products as part of a shared ‘ITIL Philosophy’. Delivery ITIL Service Delivery ITIL Service is the management of the IT services themselves, and involves a number of management practices to ensure that IT services are provided as agreed between the Service Provider and the Customer. Delivery ITIL Service consists of 5 disciplines.

These are: Service Level Management Capacity Management Contingency Planning Availability Management Cost Management for IT Services Delivery ITIL Service is the management of the IT services themselves.

The 5 recognized disciplines are: Service Level Management: Service Level Management is the primary management of IT services, ensuring that agreed services are delivered when and where they are supposed to be delivered. Capacity Management: Capacity Management is the discipline that ensures IT infrastructure is provided at the right time in the right volume at the right price, and ensuring that IT is used in the most efficient manner. Contingency Planning: Contingency planning is the process by which plans are put in place to ensure that IT Services can recover and continue should a serious incident occur.

See the contingency planning page for more information. Availability Management: Availability Management is the practice of identifying levels of IT Service availability for use in Service Level Reviews with Customers. Cost Management for IT Services: Cost Management is the discipline of ensuring IT infrastructure is obtained at the most effective price (which does not necessarily mean cheapest), and calculating the cost of providing IT services so that an organization can understand the costs of its IT services.

Service Delivery processes happen ‘behind the scenes’ to support frontline Support Services like Desktop Support, the Service Desk and so on.

The purpose of Service Delivery is to show the links and the principal relationships between all the Service Management and other Infrastructure Management processes. Delivery ITIL Service consists of: Capacity Management ensures that an adequate level of IT capacity is available to meet defined service levels.

This process consists of Capacity Management and Capacity Planning sub-processes, the latter ensuring that future requirements are adequately planned for, and can be met. Availability Management monitors and reports on the IT infrastructure to ensure that IT services are available as defined in service level agreements.

Similarly to the Availability process, it includes both management and planning sub-processes. Service Level Management is the foundation of service provision and is closely related to a many other ITIL processes.

It defines the service levels, the internal and external SLAs, service quality and reporting plans and sets in place the measurement and monitoring guidelines to ensure that service levels are met. IT Service Continuity Management processes ensure that effective risk-reduction and contingency plans are in place to counteract the potential impact on IT infrastructure and customers, should a disastrous incident occur. Financial Management defines and controls the costs of provision of IT services, and provides the potential to recover these costs from customers, if desired Delivery ITIL Service Processes: Service Level Management: Definition of a service catalogue; identifying, negotiating, monitoring and reviewing service level agreements (SLAs). Financial Management for IT Services: Reviews of budgeting, charging and IT accounting; analysis of running costs and charging policies. Availability Management: Review of reliability, availability, resilience, maintainability and serviceability, calculating availability, review of planning, monitoring and reporting. Capacity Management: Review of application sizing, workload, performance, demand and resource management and their inputs to modeling, definition of the capacity management database and contents of the capacity plan. IT Service Continuity Management: Re-view of business continuity, risk analysis and risk management, defining assets, threats, vulnerabilities and countermeasures (protection and recovery), development, testing and maintenance of the IT Service Continuity Plan, IT recovery options and management roles. ..underpinned by Security Management DVD ITIL Training Training can make the difference between success or failure for your project or your career.

Whether it’s PMP test preparation or team building that you need or simply finding the right DVD ITIL Training, we’ll make your search for the right training provider as easy as possible at: HYPERLINK “http://www.itilsurvival.com” http://www.itilsurvival.com.

Generally DVD ITIL Training covers all the areas in the new version of ITIL.

It is essential for businesses to run their IT departments with energy, enthusiasm and efficiency.

But here is a taste of what you get. DVD ITIL Training sets – Service Support: Focuses on ensuring that the customer has access to appropriate services to support the business functions.

Issues covered include service desk, incident management, problem management, configuration management, change management and release management.

It expands the necessary interactions between these and other core IT service management disciplines, and updates best practice to reflect recent changes in technology and business practices. DVD ITIL Training sets – Service Delivery: Service providers need to offer business users adequate support.

Service Delivery covers all aspects that must be taken into consideration.

Issues covered include Service Level Management, Financial Management for IT Services, IT Service Continuity Management, Availability Management Contingency Planning and Capacity Management.

The purpose of Service Delivery is to show the links and the principal relationships between all the Service Management and other Infrastructure Management processes. DVD ITIL Training sets – Planning to Implement Service Management: This title explains the steps necessary to identify how an organization might expect to benefit from ITIL, and how to set about reaping those benefits. DVD ITIL Training sets – Security Management: This is a recent ITIL guide that explains the process of security management with IT service management.

The guide focuses on the process of implementing security requirements identified in the IT Service Level Agreement, rather than considering business issues of security policy.

The book was developed taking into consideration the plans for consolidating and inter-linking the ITIL Service Support and Service Delivery core guides. DVD ITIL Training sets – ICT Infrastructure Management: Covering Network Service Management, Operations Management, Management of Local Processors, Computer Installation and Acceptance, and for the first time, Systems Management. DVD ITIL Training sets – Application Management: Embracing the Software Development Lifecycle, expanding the issues touched on in Software Lifecycle Support and Testing of IT Services.

Applications Management also provides more detail on Business Change with emphasis being placed on clear requirement definition and implementation of solutions. Want more information or assistance in finding the right DVD ITIL Training, then look no further and contact immediately HYPERLINK “http://www.itilsurvival.com” http://www.itilsurvival.com, we are looking anxiously to help you out. Enhanced ITIL Status Achieving Enhanced ITIL Status signifies that company’s ITSM suite exceeds ITIL compatibility in critical areas, enabling their customers to further benefit from the ITIL framework.

This achievement further supports company’s commitment to promote industry best practices that assist in aligning IT and business strategies. Enhanced ITIL Status accreditation is an important guideline for customers who realize the significance in aligning IT with business objectives.

By adopting and implementing ITIL best practices, companies are better able to deliver optimal, value-based IT service management solutions. We know, in today’s highly competitive marketplace, companies are turning to industry-recognized IT process frameworks to improve IT business alignment and drive incremental service delivery improvements.

The IT Infrastructure Library, also known as ITIL, is becoming the de facto industry standard framework for providing guidance specific to IT service delivery and support processes.

First developed in the late 1980s by a branch of the British Government, ITIL is an integrated set of guidelines and common terminology for Service Management best practices.

ITIL describes best practices at a high level, providing guidance on steps to take and processes or workflows that have proven successful in the past.

But, ITIL leaves it to organizations to implement the work-level procedures for daily service delivery and support activities that match their unique requirements. There are many companies which have received Enhanced ITIL Status.

And to achieve this Enhanced ITIL Status in itself is a great achievement.

For example, Remedy IT Service Management applications were the first ever certified as ITIL-compatible.

Continuing to embrace ITIL as a way to help our customers implement best practices in service management, Remedy’s ITSM suite has now achieved ITIL Service Support Enhanced Status. Geoff van den Bosch, Blue Turtle Executive Director commented “This achievement further supports Remedy’s commitment to promote industry best practices, like the Information Technology Infrastructure Library (ITIL), that assist in aligning IT and business strategies”. Remedy’s ITSM suite achieved ITIL Service Support Enhanced ITIL Status by demonstrating support for two additional processes within the extended requirements – Service Level Management and Availability Management.

These processes are in addition to Remedy’s long-standing certification of ITIL compatibility for its ITSM suite. With the Service Level Management process, customers have built-in workflows that ensure optimal service levels are negotiated, created, and monitored between IT and its customers while Availability Management processes help organizations optimize their IT infrastructure, its services, and the supporting organization to cost-effectively sustain the availability requirements of the business. Achieving these additional processes signifies that Remedy’s ITSM suite exceeds ITIL compatibility in critical areas, enabling its customers to further benefit from the ITIL framework.

Remedy solutions were the first ever to be certified Enhanced ITIL Status compliant, and the company continues to embrace ITIL as a way to help its customers implement best practices in service management.

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Accredited ITIL Foundation, Intermediate and Expert Certifications

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