ITIL : ITIL Best Practices An increase in the dependency of business….

ITILITIL : ITIL Best Practices An increase in the dependency of business….

ITIL Best Practices An increase in the dependency of business on their IT services in recent years has changed the way and the extent that business must consider the delivery of those IT services.

IT departments are now viewed by business managers as ‘service organizations’ and are expected to deliver clearly defined products to agreed service levels.

Business organizations thus consider themselves to be customers of their IT departments and expect to be treated accordingly, very differently from the way IT departments traditionally treated their “users” some years ago. Let’s see some ITIL Best Practices.

The services must be matched to business needs and customer requirements.

They must be flexible enough to adapt rapidly to changes in organization structure, demand, competition and technology.

Users of IT services are required to obtain value for money.

There is continual pressure in many organizations to reduce costs while maintaining or improving IT services.

They must also make optimum use of expensive – and often scarce – IT skills.

If customers are not satisfied with internal IT services, they will (and should) consider outsourcing. Most users have no interest in technology or IT components.

Their responsibility is to maintain and improve their own business processes and they are only interested in the IT infrastructure in so far as it supports their work.

As the nature and volume of the work changes, IT is expected to stay ahead of service demand.

This requires a policy of proactive IT service development.

The best way to deliver the services that the business needs is to identify and apply appropriate industry ITIL Best Practices.

This is effectively taking the lessons learned from others’ experience and building upon them using the specific knowledge and skills within your organization. ITIL Best Practices are the best identified approach to a situation based upon observation from effective organizations in similar business circumstances. The ITIL Best Practices approach is to: Seek out ideas and experience from those who have done similar things before Determine which of these ideas and practices would be relevant in your own circumstances Try them out – monitor and review whether they work for you (and if they don’t work – first check you are doing it right before seeking alternatives) Incorporate them into your documented practices Applying ITIL Best Practices IT Service Management provides a thought-through, integrated approach that can be adapted to any organization and any mix of IT resources.

By providing a template for service development, it allows the IT Department to spend its energies on implementation, rather than ‘re-inventing the wheel’.

Best Practice focuses IT resources on service quality in fulfilling customer needs.

It is a platform for moving away from yesterday’s frustrating, technology-driven, ‘boffin’ culture of IT services. Implementation of ITIL Best Practices require IT Management software solutions that are capable of integrating detailed information from all sources and providing access to accurate, relevant management information on demand.

Many vendors have developed software solutions that have grown with the theory, adding bolt-on modules along the way.

However, few have leapt forward to delivering ITIL Best Practices engine based on ITIL guidelines. In the end, the best solution will be determined by your projections of future needs using ITIL Best Practices.

In considering the best overall solution, it may be worth considering bolt-on modules or scrapping the current platform and trading up to an integrated suite.

Whatever path is chosen, the management information it delivers should be tested against the requirements of fulfilling ITIL Best Practices.

The ITIL Best Practices contain a self-assessment of the capacity management discipline. — ITIL Book ITIL Book on ITIL / Planning to Implement Service Management: The ITIL book on Planning to Implement Service Management provides guidance on identifying the strengths and weaknesses of the IT Service Management practices within an organization.

ITIL Book on ITIL / Planning to Implement Service Management offers an approach for a Continuous Service Improvement Programme, based on best practice in planning and implementing improvements in Service Management processes.

It is a perfect companion to the books on Service Support and Delivery. ‘Planning to Implement’ deals with matters of implementing Service Management according to ITIL: What is the vision? Where are we now? Where do we want to be? How do we get where we want to be? How do we check our milestones have been reached? How do we keep the momentum going? ITIL Book for Exam Preparation: An ITIL Book 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 Book 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 Book provides the principle elements of ITIL IT service Management framework.

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

An ITIL Book 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 Book is the improvement of customer services and the reduction of costs and risks. ITIL Book PDF There are wide varieties of ITIL Books available online and offline both, like ITIL Book, ITIL Book PDF, ITIL CD’s and many more.

Depending upon their cost and format suited to your requirement you should go for them.

Basically, ITIL Book PDF are ITIL books in PDF format, which are high on printing quality and generally smaller in size.

ITIL Book PDF gives guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT. ITIL CD’s, ITIL Tool Kit and other ITIL Book PDF are 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 ITIL Book PDF is the improvement of customer services and the reduction of costs and risks. ITIL is not a Public Domain framework.

A lot of people are looking for ITIL Books for freeas well as other format and styles like ITIL Book PDF; however, the work is not free and must be purchased from some reputed service providers who have good industry rapport like we do.

For details, please visit: “http://www.itilsurvival.com” http://www.itilsurvival.com or “https://secure1.websitecomplete.com/itilsurvival/shop/showDept.asp” https://secure1.websitecomplete.com/itilsurvival/shop/showDept.asp ITIL Book PDF can be purchased from quality providers.

Single CD’s can be purchased – as well as licenses for CD’s for multiple users.

Most organizations are not aware that licenses for CD’s have to be purchased and to not do so, can lead to a breach of Copyright.

Of course a lot of companies that think ITIL Book PDF and CD’s are for free are perhaps not aware of where to purchase the material.

A variety of links are provided at our website.

In case you are not able to find the book in desired format, then please let us know and shortly we will arrange the same for you. Actually, the copyright of ITIL resides with the Office of Government Commerce (OGC) in the United Kingdom.

Resellers distribute the ITIL Book PDF and CD’s, but they are not free.

However, the application of the knowledge within the ITIL Books/CD’s is “free”, in that organizations need not apply to the OGC to apply the ITIL processes. So, if you are looking for quick supply and quality service to obtain a variety of ITIL Books, ITIL Book PDF and CD’s please use the link: “https://secure1.websitecomplete.com/itilsurvival/shop/showDept.asp” https://secure1.websitecomplete.com/itilsurvival/shop/showDept.asp.

While not free, you will enjoy the experience at a very marginal cost. ITIL Books The ITIL Books are best practice guidelines for service management, with the guidelines describing what rather than how.

The ITIL Books specify the best practices for IT services management and are increasingly being accepted in India as well as globally. There are wide varieties of ITIL Books available online and offline both, like ITIL Books, ITIL Book PDF, ITIL CD’s and many more.

Depending upon their cost and format suited to your requirement you should go for them.

Basically, ITIL Book PDF are ITIL Books in PDF format, which are high on printing quality and generally smaller in size.

ITIL Book PDF gives guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT. ITIL CD’s, ITIL Tool Kit and other ITIL Books are 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 ITIL Books, ITIL Book PDF is the improvement of customer services and the reduction of costs and risks. ITIL is not a Public Domain framework.

A lot of people are looking for ITIL Books for free as well as other format and styles like ITIL Books, ITIL e-Books, ITIL Book PDF; however, the work is not free and must be purchased from some reputed service providers who have good industry rapport like we do.

For details, please visit: “http://www.itilsurvival.com” http://www.itilsurvival.com or “https://secure1.websitecomplete.com/itilsurvival/shop/showDept.asp” https://secure1.websitecomplete.com/itilsurvival/shop/showDept.asp ITIL Books can be purchased from quality providers.

Single CD’s can be purchased – as well as licenses for CD’s for multiple users.

Most organizations are not aware that licenses for CD’s have to be purchased and to not do so, can lead to a breach of Copyright.

Of course a lot of companies that think ITIL Books, e-books, ITIL Book PDF and CD’s are for free are perhaps not aware of where to purchase the material.

A variety of links are provided at our website.

In case you are not able to find the book in desired format, then please let us know and shortly we will arrange the same for you. Actually, the copyright of ITIL resides with the Office of Government Commerce (OGC) in the United Kingdom.

Resellers distribute the ITIL Books, ITIL Book PDF and CD’s, but they are not free.

However, the application of the knowledge within the ITIL Books/ITIL Books/CD’s is “free”, in that organizations need not apply to the OGC to apply the ITIL processes. So, if you are looking for quick supply and quality service to obtain a variety of ITIL Books, ITIL Book PDF and CD’s please use the link: “https://secure1.websitecomplete.com/itilsurvival/shop/showDept.asp” https://secure1.websitecomplete.com/itilsurvival/shop/showDept.asp.

While not free, you will enjoy the experience at a very marginal cost. ITIL Capacity Management ITIL 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.

This 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. In short, the object of ITIL Capacity Management is to understand the future business requirements (the required service delivery), the organization’s operation (the current service delivery), the IT infrastructure (the means of service delivery), and ensure that all current and future capacity and performance aspects of the business requirements are provided cost effectively. These are inputs into the following ITIL Capacity Management processes: Performance monitoring Workload monitoring Application sizing Resource forecasting Demand forecasting Modeling From these processes come the results of ITIL Capacity Management, these being the capacity plan itself, forecasts, tuning data and Service Level Management guidelines.

ITIL Capacity Management is concerned with the monitoring and tuning of existing services to ensure that optimum use is made of the hardware resources and that agreed performance and throughput levels can be achieved and maintained.

ITIL Capacity Management covers Performance Management, Capacity Planning and Performance Forecasting.

Both performance management and capacity planning are essential components of the infrastructure to underpin SLAs. ITIL Capacity Management is has three main areas of responsibility.

First of these is BCM, which is responsible for ensuring that the future business requirements for IT services are considered , planned and implemented in a timely fashion.

These future requirements will come from business plans outlining new services, improvements and growth in existing services, development plans etc.

This requires knowledge of existing service levels and SLAs, future service levels and SLRs, the Business and Capacity plans, modeling techniques (Analytical, Simulation, Trending and Base lining), and application sizing methods. The second main area of responsibility is SCM, which focuses on managing the performance of the IT services provided to the Customers, and is responsible for monitoring and measuring services, as detailed in SLAs and collecting recording, analyzing and reporting on data.

This requires knowledge of service levels and SLAs, systems, networks, service throughput and performance, monitoring, measurement, analysis, tuning and demand management. The third and final main area of responsibility is RCM, which focuses on management of the components of the IT infrastructure and ensuring that all finite resources within the IT infrastructure are monitored and measured, and collected data is recorded, analyzed and reported.

This requires knowledge of the current technology and its utilization, future or alternative technologies, and the resilience of systems and services. Actually, ITIL Capacity Management helps to optimize the capacity of IT resources and services in alignment with business requirements.

ITIL Capacity Management is also responsible for ensuring that the Capacity of the IT Infrastructure matches the evolving demands of the business in the most cost-effective and timely manner.

ITIL Capacity Management needs to understand the business requirements (the required Service Delivery), the organization’s operation (the current Service Delivery) and the IT Infrastructure (the means of Service Delivery), and ensure that all the current and future Capacity and performance aspects of the business requirements are provided cost-effectively. However ITIL Capacity Management is also about understanding the potential for Service Delivery.

New technology needs to be understood and, if appropriate, used to deliver the services required by the business.

ITIL Capacity Management needs to recognize that the rate of technological change will probably increase and that new technology should be harnessed to ensure that the IT services continue to satisfy changing business expectations. ITIL Capacity Management process should be the focal point for all IT performance and Capacity issues.

Other technical domains, such as Network Support, may carry out the bulk of the relevant day-to-day duties but overall responsibility lies with the Capacity Management process.

The process should encompass, for both the operational and the development environment: All hardware – from PCs, through file servers, up to mainframes and super-computers All networking equipment (LANs, WANs, bridges, routers etc.) All peripherals (bulk storage devices, printers, etc) All software – operating system and network software, in-house developments and purchased packages Human resources – where a lack of human resources could result in a delay in end-to-end response time 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 The ITIL Capacity Management toolkit offers everything you need for successful ITIL capacity management projects; explore our online store now at: “https://secure1.websitecomplete.com/itilsurvival/shop/showDept.asp” https://secure1.websitecomplete.com/itilsurvival/shop/showDept.asp.

You will get tons of useful information along with other useful information and tools here. ITIL Certification There are two types of ITIL Certification.

The first type of ITIL Certification is a certification of the personnel.

The three levels of personnel ITIL certification are foundation (general ITIL knowledge), practitioner (specific knowledge on an ITIL discipline), and manager (specific knowledge on how to manage all the ITIL disciplines).

The Examination Institute for Information Sciences conducts these ITIL Certifications. The second type of ITIL Certification is the PinkVerify™ certification offered by Pink Elephant, Inc.

The following is a quote from their web site at www.pinkelephant.com, “If you see the PinkVerifyTM logo associated with any specific IT Service Management software toolset, it means that it has been objectively assessed according to the criteria specified by the OGC and certified by a qualified Pink Elephant IT Service Management Consultant, as meeting the minimum functional requirements to support the ITIL framework.”. While the PinkVerify process has certified several tools by way of ITIL Certification in different ITIL disciplines, they have yet to publish ITIL Certification guidelines or certify tools in the ITIL capacity management discipline. Let’s see various type of ITIL Certification: Foundation ITIL Certification: This is designed to provide a foundation level of knowledge in IT Service Management.

It is aimed at all personnel who wish to become familiar with the best practices for IT Service Management, as defined in the ITIL guidelines.

In particular, it enables people to understand the terminology used within the ITIL approach.

The ITIL Certification qualification can be gained by taking a short multiple-choice exam, at the end of a three-day course. Practitioner’s ITIL Certification: This is aimed at those who are responsible within their organization for designing specific processes within the IT Service Management discipline, and performing the activities that belong to those processes.

While the Manager’s Certificate focuses on managing ITIL-based solutions across the breadth of Service management subjects, the Practitioner’s Certificates focus on the depth of understanding and application of those subjects, treating each subject as a specialization.

This specific discipline ITIL Certification qualification can be gained after attending a three-day practitioner’s course and by passing in-course assessments and a case study based multiple-choice exam. Manager’s ITIL Certification: While the Foundation Certificate is primarily focused on understanding the terminology and the Practitioner’s Certificates on the processes in a specific area, the Manager’s Certificate is aimed at those who need to demonstrate a capability of managing ITIL-based solutions across the breadth of the Service Management subjects.

This certificate qualification can be gained by passing two three-hour written exam papers after the attendance of an accredited ten day training program. If you are looking for Online ITIL Certification courses and other educational programs then please visit our site at: “http://www.itilsurvival.com/” http://www.itilsurvival.com/ and also “http://www.itsm-learning.com/” http://www.itsm-learning.com/ ITIL Certification India With the growing concerns of IT and technology, India can boast upon its best of the breed human resource and high population of English speaking IT professionals.

As a result there are many organizations and institutes which are providing ITIL Certification India or have received ITIL Certification India.

We are discussing few good ones here. International software firm Axios Systems (www.axiossystems.com) has become another leading organization in the world to successfully achieve BS15000 accreditation as verified by the official IT Service Management Forum (itSMF) BS15000 certification scheme.

Axios’ accreditation was immediately applauded by the itSMF, which established the certification scheme to promote adoption of an integrated set of processes for the effective management and delivery of quality IT services to meet business and customer needs. BS15000 is the first worldwide standard specifically aimed at IT Service Management (ITSM) and is based on the IT Infrastructure Library (ITIL), the internationally accepted Best Practice framework.

The certification scheme was launched last year to provide independent verification against this standard.

Axios Systems has become another reputed organization which has received this ITIL Certification India. Another landmark in the field of ITIL Certification India is Wipro Technologies, the global IT services division of Wipro Limited has been awarded the BS 15000 certification by itSMF (IT Service Management Forum) an accreditation body, for its Global Command Center.

Wipro’s Global Command Center (GCC) is a specialized operations center for delivery of Remote Infrastructure Management Services to Wipro’s global customers. Wipro Limited is the first PCMM Level 5 and SEI CMM Level 5 certified IT Services Company globally.

Wipro provides comprehensive IT solutions and services, including systems integration, information systems outsourcing, package implementation, software application development and maintenance, and research and development services to corporations globally.

In the Indian market, Wipro is a leader in providing IT solutions and services for the corporate segment in India offering system integration, network integration, software solutions and IT services.

Wipro also has profitable presence in niche market segments of consumer products and lighting.

In the Asia Pacific and Middle East markets, Wipro provides IT solutions and services for global corporations.

Wipro’s ADSs are listed on the New York Stock Exchange, and its equity shares are listed in India on the Stock Exchange – Mumbai and the National Stock Exchange, among others. ITIL International (ITIL), an SEI CMMI Level 5 and ISO 9001:2000 software services organization is one of India’s leading Software and Business Process Outsourcing services companies, providing high quality IT services, ITIL Certification India and solutions to organizations across the globe.

The software development center, located in New Delhi, India, houses more than 550 software professionals.

ITIL provides solutions that are robust, scalable and cost-effective.

Positioned as a complete software services organization, ITIL provides end-to-end solutions to a wide range of clients from diverse sectors around the world.

ITIL lays a strong thrust on quality standards and proven software processes.

We deliver user oriented business services, products and end-to-end solutions suited to every kind of IT need in diverse business areas. At ITIL, innovation combined with a sense of dynamism, deep-rooted commitment and creativity is emphasized in all the projects they pursue.

ITIL’s time-proven and effective methodologies shorten project delivery cycles, enhance their project execution capability and ensure on-time deliveries without any cost over-runs.

In order to provide consistent performance, they lay a very high emphasis on how they manage their business operations and build their physical, technical or human resource infrastructure. ITIL provides comprehensive consulting services including Information Technology initiatives, to facilitate global clients conceptualize and realize technology-driven business transformation initiatives.

They leverage a Global Delivery Model to accelerate schedules with a high degree of time and cost predictability.

They work with large global corporations and technology companies to build products and render services that are designed to leverage sustainable and mature technologies in order to implement prudent and practical business strategies. ITIL’s Business Practice Center provides Consulting, Information Technology and Implementation services that encompass major vertical segments, including Manufacturing, Logistics, Insurance, Healthcare, Hospitality, Education and Telecom.

These solutions leverage a wide spectrum of technology domains, including n-Tier Applications, EAI (Enterprise Application Integration), Legacy migration and Enterprise Resource Planning (ERP), thus providing its clients a single window for all its requirements. Considerable emphasis is placed on recruiting the best talent, induction and ongoing training during the career span to ensure that their experts are always ahead of the latest technologies, processes and systems. Let’s see another story related to ITIL Certification India.

HP Education, Part of HP Services Customer Support, announced the launch of ITIL (Information Technology Infrastructure Library) training in India in August 2002 for Service Support and Service Delivery Organizations.

IT Infrastructure Library ITIL is a series of documents that are used to aid the implementation of a framework for IT Service Management (ITSM).

This framework defines how Service Management is applied within specific organizations.

HP is the only services player in the world offering ITSM training which is identified to be the next wave of growth in IT education. ITIL provides real world IT Service Management training to Organizations to enhance their skills and expertise and forms the foundation for quality IT service management.organizations today are increasingly becoming dependent on IT in order to achieve their corporate goals and business needs.

This growing dependency has created a need for high quality IT services.

An IT process management framework, ITIL will help lay foundation for an evolving and business centric IT infrastructure, which will help increase operational consistency and accuracy on expected results.

According to Mr.

MN Sundaram, Country Manager, Marketing & Strategy, HP Services India, “We are proud to launch ITIL in India.

The initial responses have been very encouraging”. Being a framework, ITIL is completely customizable for application within any type of business or organization that has a reliance on IT infrastructure.

The codes of ITIL practice assist organizations to provide quality IT service in the face of budgetary constraints, skill shortages, system complexity, rapid change, current and future user requirements, growing user expectations etc. Currently, the ITIL Certification India and other training programs are being offered either at the client site or at HP Education Centers in Delhi, Bangalore and Mumbai.

These ITIL Certification India programs are executed by certified ITIL professionals.

The courses offered range from Basic Foundation levels to Practitioners and Managerial Certification Levels. HP is a leading global provider of products, technologies, solutions and services to consumers and businesses.

The company’s offerings span IT infrastructure, personal computing and access devices, global services and imaging and printing.

HP completed its merger transaction involving Compaq Computer Corp.

On May 3, 2002.

The company would have had combined revenue on a pro forma basis with the Compaq transaction of approximately $81.1 billion in fiscal 2001, and has operations in more than 160 countries. ITIL Certifications Having technical competence is no longer enough.

IT organizations must focus on service by adopting a business and systematic approach to managing day-to-day operations.

Today’s IT managers must have an understanding of the business and service processes needed to succeed.

The IT Infrastructure Library (ITIL) is the de-facto standard framework in the world today.

Already, tens of thousands of your fellow IT professionals worldwide have attained varying levels of ITIL Certifications, enhancing their practical and theoretical knowledge of the best practices described by ITIL.

ITIL gives guidance on how to take a holistic, process-based and fully integrated business approach to IT Service Management. ITIL Certification is a broad subject with two main organizations involved, EXIN and ISEB.

EXIN (or Examination Institute for Information Science in the Netherlands) is a global IT examination provider and an independent organization establishing educational requirements, for developing and organizing examinations in the field of Information Technology.

EXIN has already certified more than 250 000 professionals in IT, worldwide.

EXIN has more than 40 years of experience, and has acquired a thorough and extensive knowledge in the field of IT certification.

The quality of the various examinations, is warranted, both didactically and with respect to content. The Information Systems Examination Board is aligned with the British Computer Society and focuses on providing certifications that add value to professional careers by providing both the means and the platform for recognition and enhanced career development.

Through the ISEB, BCS provide industry-recognized qualifications that measure competence, ability and performance in many areas of IS, with the aim of raising industry standards, promoting career development and providing competitive edge for employers.

ITIL Certification, has become a focus area adding to the stable of ISEB certifications over the years with approximately 60 000 individuals certified worldwide. This question is not as relevant for ITIL Certifications, as is “Which accredited provider organization can provide me with ITIL knowledge that is valuable in ‘the real world’?” You should choose an organization that focuses their content and materials to not only have you pass an exam but, provide you with rudimentary knowledge that you can apply every day.

ITIL Certifications is a good starting point for your employer to be sure you have prerequisite knowledge, but at the end of the day, this is secondary to being able to apply that knowledge! Businesses are continuously demanding a higher level of business professionalism from IT, so the need for various quality and high level ITIL Certifications.

There are a wide variety of qualifications for ITIL Certifications as well as many different management courses available, though little understanding of IT Management as a business profession.

Therefore it makes it very difficult for the business to understand exactly what one should expect from the IT Professional, and what the IT Professional should expect from Businesses.

The IT departments’ services must make sure that they are reliable, efficient and correct.

Providing a high level of service requires a focused and dedicated infrastructure that consists of; People Processes Technology This entire infrastructure must be dedicated to supporting and delivering quality IT Services.

Service Management is aimed at providing services that facilitate the achievement of corporate objectives and business goals in a timely and cost effective manner.

ITIL has been called a best Practice approach, resulting in some misunderstandings.

Some people believe that ITIL claims to provide the best pre-defined solution for every organization.

This is not true and will result in flawed implementation. 3 levels of international certifications: Let’s see various types of ITIL Certifications: Foundation ITIL Certifications: This is designed to provide a foundation level of knowledge in IT Service Management.

It is aimed at all personnel who wish to become familiar with the best practices for IT Service Management, as defined in the ITIL guidelines.

In particular, it enables people to understand the terminology used within the ITIL approach.

The ITIL Certifications qualification can be gained by taking a short multiple-choice exam, at the end of a three-day course. Practitioner’s ITIL Certifications: This is aimed at those who are responsible within their organization for designing specific processes within the IT Service Management discipline, and performing the activities that belong to those processes.

While the Manager’s Certificate focuses on managing ITIL-based solutions across the breadth of Service management subjects, the Practitioner’s Certificates focus on the depth of understanding and application of those subjects, treating each subject as a specialization.

This specific discipline ITIL Certifications qualification can be gained after attending a three-day practitioner’s course and by passing in-course assessments and a case study based multiple-choice exam. Manager’s ITIL Certifications: While the Foundation Certificate is primarily focused on understanding the terminology and the Practitioner’s Certificates on the processes in a specific area, the Manager’s Certificate is aimed at those who need to demonstrate a capability of managing ITIL-based solutions across the breadth of the Service Management subjects.

This certificate qualification can be gained by passing two three-hour written exam papers after the attendance of an accredited ten day training program. If you are looking for Online ITIL Certifications course and other educational programs then please visit our site at: “http://www.itilsurvival.com/” http://www.itilsurvival.com/ and also “http://www.itsm-learning.com/” http://www.itsm-learning.com/ ITIL Change Control ITIL Change Control is the procedure to ensure that all Changes are controlled, including the submission, analysis, decision making, approval, implementation and post implementation of the Change.

Many IT organizations are adopting the ITIL framework and other ITIL Change Control methods to help them align their priorities with business objectives and efficiently deliver services.

Pink Elephant verification is becoming a key checklist item for these organizations.

However, because ITIL covers such a broad range of processes, no single solution currently supports all areas.

Therefore, companies need to utilize a network of products.

By using ITIL-certified products, organizations can more easily achieve adherence to the framework. There are many organizations, which act as a process control application for change and release management.

It establishes an ITIL Change Control framework, complete with process control, check points and approvals, and auditable change records.

It provides comprehensive workflow management, version management, issue management, build management, baseline management, and release management.

Change management and ITIL Change Control ensure that standard methods and procedures are used to quickly evaluate and approve/ disapprove every proposed change.

The goal is to minimize any negative impact of change-related incidents on IT services. Different types of changes require different change management procedures.

Many changes can be made directly by IT support staff with no involvement from the development team.

Other changes, such as rolling out an application update, are more complex and will require involvement from developers and the Change Advisory Board (CAB).

Many organizations focus on this second type of change.

And they give the CAB knowledge of how a proposed change in one part of an application or IT process will impact other parts, and what services could be impacted by the proposed change.

With this information the CAB can develop accurate cost and time estimates for implementing the change, and they can eliminate surprise side effects that cause unplanned downtime. The objectives of ITIL Change Control are to: Assess the impact of scope changes on project schedules, resources, and pricing; Provide a formal vehicle for approval to proceed with any changes for this Service Listing; and Provide a project audit record of all material changes under this Service Listing The object of ITIL Change Control is to ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes, in order to minimize the impact of any related Incidents upon service.

Changes in the IT infrastructure may arise reactively in response to Problems or externally imposed requirements, EG legislative changes, or proactively from seeking imposed efficiency and effectiveness or to enable or reflect business initiatives, or from programs, projects or service improvement initiatives. Change Management using ITIL Change Control can ensure standardized methods, processes and procedures are used for all Changes, facilitate efficient and prompt handling of all Changes, and maintain the proper balance between the need for Change and the potential detrimental impact of Changes. ITIL Change Control is responsible for controlling Change to all CIs within the live environment.

It is not responsible for change within ongoing projects, which are controlled by the project change process.

However close liaison between development project managers and the Change Manager is expected. ITIL Change Control would typically comprise the raising and recording of changes, assessing the impact, cost, benefit and risk of proposed Changes, developing business justification and obtaining approval, managing and co-coordinating Change implementation, monitoring and reporting on implementation, reviewing and closing RFCs. ITIL Cobit 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.

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

Cobit’s metrics help define SLA & OLA criteria.

ITIL Cobit 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 ITIL Cobit 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 ITIL Cobit 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! ITIL Cobit Download ITIL Com ITIL Com, one of India’s pioneering software companies, provides high quality IT services and solutions to organizations across the globe.

With a strong thrust on quality standards and proven software processes, ITIL Com deliver user oriented business services, products and end-to-end solutions suited to every kind of IT need in diverse business areas. ITIL Com specialize in a wide spectrum of technology domains, including n-Tier Applications, Mainframe technologies, Legacy Application Migration, Mobile Computing and EAI (Enterprise Application Integration), providing optimal, flexible, scalable and cost-effective solutions and services.

The scope of services includes enhancements and up gradations of the existing legacy systems, migration to different platforms and maintenance and support services.

Their worldwide spread of customers encompasses all major vertical segments, including Finance, Healthcare, Manufacturing, Retail/Wholesale and Telecom. ITIL Com expertise over the years and a formidable team of high-caliber software professionals enables them to develop world-class software solutions, keeping pace with the ever-changing technological trends through continuous growth and learning. With very large state-of-the-art software development centers in India and a worldwide network of JVs and alliances, they have implemented major software projects, in an optimized combination of off-shore and on-site resources.

ITIL International through its partnerships (business alliances) has executed some large and complex projects in database migration on mainframe systems.

ITIL Com global delivery model leverages the world-class development facilities in India to provide high quality, rapid time-to-market solutions on time and within budget.

ITIL Com has technological alliances with key players like Microsoft, Oracle and Sun Microsystems for providing enhanced value to its customers. Infrastructure of ITIL Com: ITIL has software development center with state-of-the-art facilities at New Delhi.

The common features of all their facilities are: Completely networked work environment High speed data-communication links providing connectivity to clients world-wide Round- the-clock security Computing Infrastructure ITIL Com has a variety of RDBMS platforms running on an array of several hundred high-end servers with terabytes of disk storage.

Powerful workstations with the latest utilities, compilers and tools for development, testing and configuration management are available. Global Connectivity of ITIL Com: The ITIL Com communications network is a Global Wide Area Network.

The network links all major offices to provide data, voice and video communication.

International leased data circuits (ILDCs) going out of India currently aggregate to 512 Kbps.

The links enable them to provide cost-effective maintenance and co-development of software with customers.

They also provide an effective medium for electronic mail between the customer and ITIL. Network Security & Disaster Management: ITIL Com policy for the security of computer networks and systems consists of systems, processes and controls that allow seamless information sharing while safeguarding against security violations.

ITIL Com has a comprehensive disaster management plan which aims to minimize potential economic loss, reduce disruption to normal operations, ensure orderly recovery and increase asset protection. ITIL Com offers a unique combination of consulting, technological solutions and software services.

ITIL Com offers focused technological expertise to fulfill its partners needs both on-shore and off-shore.

ITIL Com furnishes state of the art technology solutions along with a complete technical staff.

For instance, ITIL’s staff gives expert development guidance both when e-commerce applications are presented in the conceptual stage and when they are fully operational.

ITIL has a thorough background regarding the necessary efforts that must be taken to put varied e-Commerce applications onto the Internet. ITIL Com takes on the following responsibilities project coordination, application development, project management, updating and streamlining project plans.

ITIL’s staff is Internet savvy, they understand a variety of Internet and Networking technologies and more importantly how given technologies would enhance a project.

Further, they possess superb customer relations skills as their training and work history entails a lot of interaction with technical and management staff from various departments. ITIL Com uses well-established and tested project management methodologies for assignments of all sizes and complexity.

From designing complex sales support systems to computer telephony applications, ITIL Com has a long track record of executing complex projects, and has several leading international firms such as Audi, Samsung, Schlumberger and Xerox in their client base. ITIL Compliance Moving Toward ITIL Compliance: The IT Infrastructure Library (ITIL) is the most widely accepted approach to IT Service Management in the world.

ITIL provides a comprehensive and consistent set of best practices promoting a quality approach to achieving business effectiveness and efficiency in the use of IT systems.

The aim of ITIL is to provide a reliable and proven best practice to an organization that underpins the processes of an organization which will improve the quality of service whilst maintaining or reducing costs.

The core of ITIL is the configuration management database and its main goal is to provide a solution that can “identify, control, maintain and verify the IT assets” (ITSMF) that are within an organization.

So more and more organizations are moving towards ITIL Compliance! Used by many hundreds of organizations around the world, a whole ITIL philosophy consists of methodologies 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. More and more major organizations around the world are adapting to ITIL standards and moving towards ITIL Compliance.

This includes leading corporations such as Microsoft, HP, and BHP, as well as government departments.

Many are demanding that their IT providers are ITIL compliant. This means your services – even non-core services – need to follow ITIL, otherwise they don’t get a look-in.

Unfortunately, ITIL compliance can be a costly proposition.

Accreditation is $12,000 per person! That’s a lot of money when it’s not your core business.

Most businesses are finding it easier and more cost-effective to outsource the non-core, ITIL services. The role of Technology in ITIL Compliance: A comprehensive IT asset management database that provides a level of accuracy that is unparalleled in the industry.

If an asset management solution is to be the focal point of all asset data, then the information and decisions based upon the information that is gained from this database is only as good as the level of accuracy of real time information. The importance of Processes in ITIL Compliance: Processes are incorporated within technology to provide strategy, scope and objectives that are applicable to maximizing the asset management process. An ITIL Compliance Assessment Kit: This is a comprehensive Excel based questionnaire set, designed to help assess the compliance position with ITIL and identify which areas are in need of some attention with respect to best practice. SLM Software and ITIL Compliance: ITIL (the IT Infrastructure Library) is a widely accepted approach to IT service management.

ITIL provides a comprehensive and consistent set of best practices for IT service management, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems. ITIL is based on the collective experience of commercial and governmental practitioners worldwide.

This has been distilled into one reliable, coherent approach, which is fast becoming a de facto standard used by some of the world’s leading businesses.

Our SLM software solution at ITILSurvival.com is compliant with the ITIL standard.

Guarantee is provided with predefined Catalog and SLA template based on ITIL, which can be customized according to the organization specific needs. Advantages of ITIL Compliance: Buying a support framework is a major financial and operational investment.

Because the support solutions available are so customizable, by conforming to ITIL guidelines IT professionals will be confident of getting the highest return on their investment.

The IT Service Management Forum (itSMF), an independent user group dedicated to IT Service Management, recently conducted a survey of 100 FTSE500 organizations.

The results show that 80% of companies using an ITIL based framework for their service management saw a positive shift in the ‘service management culture’ and 70% of ITIL users pass on the ‘best practice’ benefits to their customers. It is difficult to define what is meant by ITIL compliant.

A tool with three modules for three ITIL processes meets a different level of ITIL compliance compared to a competing tool which supports the same processes, but has also integrated those according to ITIL’s definition.

Based on the reasoning above, it will be difficult for the ITSMF organization to qualify tools as ITIL compliant or not and not lose its independent status.

If you want to find out more information about ITIL compliance procedure or want to become ITIL compliant company and need help then please visit: “https://secure1.websitecomplete.com/itilsurvival/shop/showDept.asp” https://secure1.websitecomplete.com/itilsurvival/shop/showDept.asp Any organization considering implementing ITIL as a “best practice” discipline and moving towards ITIL Compliance needs to start with the task of implementing a configuration management database.

Itilsurvival.com with its solution based approach and enterprise class tool set helps you achieve an essential building block in this important first step. We can help you become ITIL compliant without the expense of accreditation.

We can either consult on ITIL best practice, or we can offer a whole range of ITIL compliant managed services.

You choose the arrangement that suits your business.

All of our service managers are ITIL accredited and our Managed Services Division has been practicing ITIL for many years.

For details, contact: “http://www.itilsurvival.com/” http://www.itilsurvival.com/ ITIL Compliant Information Technology Infrastructure Library (ITIL) is the only consistent and comprehensive plan and process documentation of best practice for IT Service Management.

Used by many hundreds of organizations around the world, a whole ITIL philosophy consists of methodologies 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.

More and more organizations want to become ITIL Compliant, but is that, that easy? ITIL Compliant service management: Nowadays, IT managers have to contend with stagnating or even declining budgets.

The cost of normal IT operations is now consuming the lion’s share of the IT budget.

At the same time, the pressure mounts on cost and performance, combined with calls for continuous improvement in IT operational processes.

One way out of this dilemma is to opt for an ITIL-based service management system. The tussle over optimization of IT services starts with the formation of service processes.

However, what form do these actually take? Which service processes and structures are affected and which ones need to be integrated into the IT service management structure? How can processes be further improved with the help of software solutions? How clearly defined is the service culture within the company and does this receive an adequate level of management support? IT Service Management optimizes processes: IT departments are required to deliver their services at increasingly market-sensitive (IE lower) cost levels while maintaining a comparable level of service quality.

In other words, the IT department is required to position itself as an internal service-provider.

This change from what was previously a technology-oriented role to more of a service-providing one gives rise to new task profiles for IT staff, and also presents new challenges to those involved in IT management.

In this field of potential conflict the ITIL management tool (Information Technology Infrastructure Library) provides a good basis for establishing IT services which are transparent and quantifiable.

ITIL describes a systematic procedure for incorporating, running and managing IT and related services within a corporate structure. ITIL Compliant Software: As your customer base grows, so does the need to expand your customer service department.

Don’t let your expanded revenue based get consumed by out of control support costs.

ITIL Compliant Software can keep costs down and improve trouble ticket response times.

Minimizing response times is important if you want customers to feel good about the level of service they get.

Arming your team with ITIL Compliant Software is the best way to properly arm them for the task set before them.

Set you and your employees up for success and better customer response figures than ever before. An individual business plan that explains how you should use service management software and ITIL Compliant Software can serve as your personal roadmap.

Unless you are willing to let increased volume overwhelm your current system of inquiry handling, you need to make some changes before it is too late.

You need to dream big and help desk software is one way to plan for an expansive future.

You can’t afford to lose customers and potential accounts.

Lax response times send a message that you cannot effectively accept more business.

Establish a good reputation for stellar service and loyalty will build in the habits of your customer base.

ITIL Compliant Software or help desk software may not seem apparently connected with customers, but it does heavily influence their experience with you. To become ITIL Compliant, your services – even non-core services – need to follow ITIL, otherwise they don’t get a look-in.

Unfortunately, to become ITIL Compliant can be a costly proposition.

Accreditation is $12,000 per person! That’s a lot of money when it’s not your core business.

Most businesses are finding it easier and more cost-effective to outsource the non-core, ITIL services. That’s where ITILSurvival.com comes in.

We can help you become ITIL Compliant without the expense of accreditation.

We can either consult on ITIL best practice, or we can offer a whole range of ITIL compliant managed services.

You choose the arrangement that suits your business.

All of our service managers are ITIL accredited and our Managed Services Division has been practicing ITIL for many years.

For details, please visit: “http://www.itilsurvival.com/” http://www.itilsurvival.com/ ITIL Compliant Software As your customer base grows, so does the need to expand your customer service department.

Don’t let your expanded revenue based get consumed by out of control support costs.

ITIL Compliant Software can keep costs down and improve trouble ticket response times.

Minimizing response times is important if you want customers to feel good about the level of service they get. Arming your team with ITIL Compliant Software is the best way to properly arm them for the task set before them.

Set you and your employees up for success and better customer response figures than ever before. An individual business plan that explains how you should use service management software and ITIL Compliant Software can serve as your personal roadmap.

Unless you are willing to let increased volume overwhelm your current system of inquiry handling, you need to make some changes before it is too late.

You need to dream big and help desk software is one way to plan for an expansive future.

You can’t afford to lose customers and potential accounts. Lenient and lax response times send a message that you cannot effectively accept more business.

Establish a good reputation for stellar service and loyalty will build in the habits of your customer base.

ITIL Compliant Software or help desk software may not seem apparently connected with customers, but it does heavily influence their experience with you. ITIL Compliant Software is not just for very large corporations.

Small scale businesses can appreciate many of the benefits that automation brings.

Just because you do not handle a thousand instances each day does not mean that each call or inquiry you take can’t be approached in a better fashion. Online ITIL Compliant Software: As your company’s help desk needs grow it becomes exponentially expensive to meet them.

Best practice development combined with efficient ITIL Compliant Software can keep costs under control.

You need to be a forward thinking professional and look towards the growth that you expect in the years to come. Make the Most of Web ITIL Compliant Software: You can leverage the power of web ITIL Compliant Software.

With a web based solution employees do not need to be located in a central location.

Using the flexibility and security of secure socket layer connections call centers can be located anywhere in the world while still maintaining connectivity to a central server. Web based ITIL Compliant Software are not the confusing mechanisms you may perceive them to be.

The years of research and development behind each product works to your advantage.

Better usability statistics demonstrate that software developers are keeping your interests and priorities in the spotlight.

The whole point of buying web based ITIL Compliant Software is to make the job easier.

Doing rote tasks day after day are a less than optimal concentration of human skill.

When you have software that records the basics for you there is more time and effort that can be dedicated to handling more important things with personalization. ITIL Conference There are many ITIL Conferences around the world, chances are there one such ITIL Conference and workshop is being organized in your vicinity.

We are discussing few such ITIL Conferences in the following pages. IT Infrastructure Management Conference & Expo: If you are a CIO, IT director, service management executive or help desk manager or director who has recognized the increasing need for integration and communication between IT infrastructure management and service management, then the IT Infrastructure Management Conference & Expo is the forum for you. If you are interested in implementing best practices in your IT and service management organizations utilizing the ITIL (IT Infrastructure Library) framework, then this ITIL Conference is definitely for you! This uniquely focused conference and exhibition will create a forum for sharing and learning from the best minds in the industry and from each other.

This ITIL Conference and expo is specifically targeted at those who support, manage, or operate within an IT infrastructure. The ITIL Conference Program will cover all aspects of IT processes, IT infrastructure management, and IT service management.

In addition, there will be a significant focus on ITIL definitions of processes for service management and service delivery, and the people, process, and technology issues involved in building and maintaining a world class IT infrastructure.

The ITIL Conference will feature world-renowned keynote speakers including leading industry analysts, consultants, and senior-level practitioners. Who Should Attend? IT Directors CIOs Service Management Senior Help Desk Analysts Support Center Managers Anyone involved in IT operations who is charged with implementing best practices What You Will Learn: How to support new trends – such as the emerging mobile enterprise, distributed work environments, globalization, cross-platform technology deployments How to achieve integrated service management How to lower TCO How to measure, communicate, and improve the ROI on your technology investments How to integrate technologies, tools and processes How to better align your IT operations with your organization’s overall business objectives Providing excellent service is not just a matter of the technologies that have been deployed, but whether they are supporting the business as a whole so that it can run smoothly and efficiently.

Attendees of this ITIL Conference will learn how to help improve business productivity and profitability through better alignment of the IT function with the overall organization’s objectives. Another such ITIL Conference was “IT Service Management – What is it?” organized by itSMF USA and Jupitermedia.

A day dedicated to ITSM and ITIL awareness.

What exactly is IT Service Management? What does the IT Infrastructure Library (ITIL) do and how can it help my organization? Attend the Pre-Conference Day on Monday, February 2nd and got the answers to these questions and a whole lot more. Learned from experts on why they chose the ITIL framework to help their IT Service Management improvement programs, their success and lessons learned.

Came away from this day with an understanding of why the IT Infrastructure Library was created, how it was improved upon, and how it will be updated.

Many also had a better understanding of its role throughout organizations both public and private and around the world. Some of the topics which were discussed in this ITIL Conference were: ITIL – Past, Present and Future: In the second half of the 1980s, the UK government concluded that, while strong methods existed for the development of IT systems, there was little non-proprietary advice available for the management of IT services.

It therefore set about creating a body of ‘best practice’ guidance for the live running of services, which it called ‘The IT Infrastructure Library’. itSMF Executive Overview: This Executive Overview of IT Service Management, presented by the itSMF (IT Service Management Forum), provides the attendee with a high level introduction to what it takes for an IT organization to achieve business and IT alignment, repeatable processes and demonstrable IT service value.

It introduces the basic concepts of IT Service Management as described within the IT Infrastructure Library (ITIL).

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

After attending this session attendees will understand how ITIL can improve IT operations. ITIL and Government – Lessons Learned: Presentations by the following speakers during the ITIL Conference: • Judith Alvarado, Change Coordinator, USDA National Information Technology Center • Maria Ritchie, Manager of IT Service Management, Ontario Justice Enterprise • Aaron Cheng, Director of IT Systems, Hydro One Telecom, Canada • Dr.

D.

Akira Robinson, Computer Scientist, Department of the Navy Taking ITIL out of the books and into strategy and action: In this truly experiential based session, Maria discusses how using ITIL changed the IT focus of the Ontario Justice Enterprise (Ministry of Public Safety and Security and the Ministry of Attorney General) from system-based to service-management based.

The Enterprise consists of approximately 1,000 locations with over 25,000 end users.

She also uses illustrates what went well, what didn’t and what went wow! Maria will share her approach to making service management a true reality, not just during implementation but also on an ongoing basis.

Maria Ritchie, Manager of IT Service Management, Ontario Justice Enterprise. What route should you take to implement ITIL? The presentation will explore various approaches of using technologies to implement the ITIL processes – What are the considerations? What are the strategies to handle the legacy and existing systems? The pros and cons of these approaches as well as potential pitfalls will be discussed.

Staff is another key factor to the success.

How do you manage their expectations? More importantly, how to involve them? Aaron Cheng, Director of IT Systems, Hydro One Telecom, Canada. ENTERPRISE NMCI: Forward to the Past & Back to the Future (Computer Scientist’s Log, Grid Date 2024.02.03: Lessons to be Learned – Reflections on Processes of the Enterprise.): Forward to the Past, twenty years & the day before yesterday, Dr.

Robinson will take us on a visual tour of NMCI Circa 2004.02.01.

Dr.

Robinson will discuss several vital lessons THAT WERE learned Circa 2004: comprehending NMCI as an Enterprise; complete commitment to an IT Standard; acceptance of the rigor & discipline necessary to build & document repeatable & scalable processes & procedures; acknowledgement of the need to strive towards Enterprise Operational Process (EOP) integration; & comprehension of the inherent systemic nature of Enterprise Operational Processes (EOP). ITIL Configuration Management The object of ITIL Configuration Management is to provide a logical model of the IT infrastructure by identifying, controlling, maintaining and verifying the version of all Configuration Items in existence.

ITIL Configuration Management 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 ITIL Configuration Management: Planning – The ITIL Configuration Management 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 ITIL Configuration Management 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, ITIL Configuration Management 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.” ITIL Configuration Management 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 ITIL 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 ITIL 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. ITIL Configuration Management 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 To sum, ITIL Configuration Management is a key part of IT Service Management.

According to ITIL, Configuration Management’s goals are to “account for all the IT assets and configurations within the organization and its services.

ITIL Configuration Management covers the identification, recording, and reporting of IT components, including their versions, constituent components and relationships.

Items that should be under the control of Configuration Management include hardware, software and associated documentation. ITIL Configuration Management is not synonymous with Asset Management, although the two disciplines are related.

Asset Management is a recognized accountancy process that includes depreciation accounting.

Asset Management systems maintain details on assets above a certain value, their business units and their location.

ITIL Configuration Management also maintains relationships between assets, which Asset Management does not.

Some organizations start with Asset Management and then move on to Configuration Management. ITIL Consultant ITIL Consultant generally offers a variety of ITIL related services, most designed to assist your implementation of ITIL.

However, it is important to ensure that any ITIL Consultant hired is properly qualified, with the relevant certifications.

Often, training is also offered, although of course much of this can now be undertaken online.

The skill and experience of an ITIL Consultant can help refine the implementation and help advice on where the priorities lie.

For example, the service desk is a foundation on which many processes rely, so that may be a good starting point. ITIL Consultant companies are high quality providers of ITIL Consulting skills.

ITIL Consultant companies also tend to provide ITIL Training services.

IF you are looking for ITIL Consultant companies to help with your ITIL implementation then the following checklist, will help you ensure that you select a quality provider. ITIL Consultant Companies checklist: ITIL Certified Service Managers on staff ITIL implementation experience Consulting framework/Method of implementation ITIL Accredited training organization A lot of major consultant companies are promoting themselves as an ITIL Consulting company.

However, it is worth while checking if they have simply added some staff that has certain qualifications versus specialist ITIL Consulting Companies.

Specialist ITIL Consulting companies are not distracted by other lines of business and there whole operation is based around the provision of ITIL implementation and ITIL training. ITIL consulting is carried out by an ever increasing number of organizations.

There can be some severe pitfalls if you select the wrong organization to help you move on to and implement best practice. What should you be looking for in an ITIL Consultant: You should be looking for an organization or an individual who specializes in best practice consulting and has specifically designed their services to suit.

ITIL Consultant should focus on various areas and have suitable offerings such as assessment and design services analyzing your current processes for adherence to ITIL.

ITIL Consultant should also have the ability to take into consideration your divergence from ITIL if there is conscious reasoning behind the decision.

The other are they should be able to do at a minimum for you is help design processes based on the customers true needs.

This means they need to go to the extent of understanding your customers – not just you! What should you not be looking for in an ITIL Consultant: One of the typical flaws that we constantly see are individual ITIL Consultant or organizations who can give you a rating measured against ITIL but do not take the next necessary step? That is identifying if there is a compelling reason why you differ and is your particular case best practice for you.

You see, ultimately ITIL is a framework and there is room for difference when it is warranted.

Overall ITIL consulting can cause a huge amount of angst within an organization so the ITIL Consultant must also takes into consideration a number of other principles and frameworks to be really effective, such as organizational change. A lot of major ITIL Consultant and companies are promoting themselves as an ITIL Consultant companies.

However, it is worth while checking if they have simply added some staff that has certain qualifications versus specialist ITIL Consultant companies.

Specialist ITIL Consultant companies are not distracted by other lines of business and there whole operation is based around the provision of ITIL implementation and ITIL training. ITIL Consultant has knowledge to transform business processes into technical solutions.

They understand design considerations for building a flexible, industrial-strength architecture and are experienced with integration strategies and maximize value in implementation.

Some people think that unless it is written in the books, it can’t be done and still be best practice – this is totally incorrect! Want to get some more useful information or wish to hire ITIL Consultant, then look no further and contact immediately: “http://www.itilsurvival.com” http://www.itilsurvival.com ITIL Consultant Biographies ITIL Consultant companies are high quality providers of ITIL Consulting skills.

ITIL Consultant companies also tend to provide ITIL Training services.

IF you are looking for ITIL Consultant companies to help with your ITIL implementation then the following checklist, will help you ensure that you select a quality provider. ITIL Consultant generally offers a variety of ITIL related services, most designed to assist your implementation of ITIL.

However, it is important to ensure that any ITIL Consultant hired is properly qualified, with the relevant certifications.

Often, training is also offered, although of course much of this can now be undertaken online.

The skill and experience of an ITIL Consultant can help refine the implementation and help advice on where the priorities lie.

For example, the service desk is a foundation on which many processes rely, so that may be a good starting point.

One of the most important steps in successful implementation of ITIL or while choosing any ITIL Consultant is to check them thoroughly.

Many good consultants have their ITIL Consultant Biographies. Let’s see some ITIL Consultant Biographies: Will Capelli, META Group: Mr.

Cappelli is globally recognized as an authority on utility computing-based technologies and services, IT economics, and network and systems management.

With more than 20 years of experience as an analyst and consultant in the IT industry, Mr.

Cappelli focuses on consumption-based pricing, IT industry structure and evolution, and the role of artificial intelligence in automated infrastructure management, and frequently advises major investment institutions, vendors, service providers, and large corporate users on these topics.

Prior to joining META Group, he was a Research Fellow at Giga Information Group.

Other research companies Mr.

Cappelli has worked with include Gartner Group and Ovum.

He has authored highly regarded articles on topics ranging from chargeback to the changing role of the venture capital industry.

Mr.

Cappelli holds a BSc in Mathematics from Yale and an MA in Mathematics from Villanova University. Ivor Macfarlane, Guillemot Rock: Ivor has been involved with IT Service Management Best Practice since 1989, and has long been a major contributor to the development of IT Service Management Best Practice, both the ITIL and BSi material.

His authoring credits include ITIL books (Testing an IT Service, ITIL in Small IT Units), BSi’s service management publications and the itSMF pocketbook and dictionary.

He is actively involved with itSMF, has filled many roles for itSMF UK, and currently represents UK on itSMF’s international committee and is a member of the new itSMF international executive committee, with special responsibility for publications.

Ivor is now an IT Service Management Consultant and Trainer, working through his own company, Guillemot Rock in Europe, and in partnership with Aspect Group Inc in North America and itilics in Asia and Australia.

He has delivered training and seminars in many countries, across 5 continents in recent years and remains totally committed to promoting and supporting IT service management.

He is a strong advocate of the need for internationalisation of ITIL, to be supported by locally appropriate qualifications, reflecting local culture and language.

As well as training he has delivered consultancy and ITSM assessments assignments in UK and USA. Cathryn Ashwood, Staffordshire University: Cathryn Ashwood is Information Officer for Information Services at Staffordshire University.

She has held this post for the past 8 years, originating and deciminating information in electronic and paper form.

Cathryn has worked at the University for a Total of 14 years within four different posts.

Her job includes elements of marketing, information provision in IT, Computing and Engineering, advisor to the helpdesk system, research and training.

For the past four years she has been part-time, term-time to accommodate her other, more demanding job of looking after her little son. Some more ITIL Consultant Biographies: Christopher Rydings, UHI Millennium Institute: Christopher Rydings joined the UHI Millennium Institute in January 2001 as the Data Warehouse manager based out of the Data Warehouse in Oban, Argyll.

Chris has worked within corporate IT for 5 years, working for Computacenter & IBM.

Before this he was employed in Military communications within the British Army working on wireless communications for over 12 years.

Within the corporate sector Chris has gained extensive knowledge in Software and Hardware infrastructure.

Trained as a Novell, Compaq and Microsoft engineer he worked on the central service desk for Computacenter Ltd as a support analyst for major organisations like City Bank, Scottish & Southern Energy, Shell, Unipart, BT and R.B.O.S.

He moved to Server Support \ third line support for Computacenter after 1 year then progressed into consultancy where he holds ACMI, PMI and ITIL qualifications.

Currently to date Chris has project managed and deployed 11 service desks and re-deployed 7 that required re-structure and location moves.

He was awarded analyst of the year in 1999 for his contribution to Computacenter (UK) Ltd and its customers.

Some of Chris’s responsibilities at the UHI Millennium Institute include delivery of E-Mail, Helpdesk, Data Warehousing and Disaster recovery services for the UHI Millennium Institute and its 15 academic partners and projects which include these core services. James Woodward, UMIST: James Woodward is currently the Helpdesk Manager at UMIST and a member of the UCISA Advisory Services Working Group.

He has been working in the Information Systems department as part of the User Services section for the last 3 years at UMIST; previously he was a computer officer working for The University of Manchester.

James graduated in 1998 gaining a 2:1 Degree in Business Information Systems from Sheffield Hallam University and has remained in academia ever since.

James’ current interests concern Helpdesk software, he was responsible for the implementation, training and continual development of the RMS Service Desk solution at UMIST and is currently working on projects concerning the ITIL framework and Knowledge Based solutions.

He is always the first to volunteer for new and exciting developments and enjoys the changes that the job brings. Noel Bruton: Noel Bruton is a UK-based, independent consultant and trainer who specializes in helping companies to achieve best practice in their IT Service Management and Helpdesk services, strategies and processes.

He has been in the computer industry since 1979, most of that time in technical or user support.

He began his consultancy and training practice in 1991. Paul Buckley: Paul Buckley is Head of Academic IT Services in the Department of Communications and IT Services at Sheffield Hallam University and is responsible for providing IT facilities and user support services for students and staff involved in learning and teaching.

He has been involved with IT in a University environment for longer than he cares to remember (over 25 years) and has regularly taken part in UCISA (and previously PCCC) activities.

He is currently on the TLIG committee and became chair of the TLIG Advisory Services Working Group in September 2002. Karen Price, Senior Consultant, Priceka Management Consulting Inc: With over 14 years experience in various capacities within the information technology sector, Karen Price has worked on projects ranging from concept to implementation both as an end-user and service manager.

Her experience spans projects in both the private and public sector including new desktop rollouts, planning, and implementation of end-user supports services for a global enterprise system.

Her positive attitude combined with her sense of humor make Karen a sought after trainer providing new approaches to the challenge of creatively delivering effective IT services.

Karen has delivered numerous ITIL courses and is an excellent communicator. Ross Henderson, Associate Partner, Business Consulting Services, IBM Canada Ltd.: Ross Henderson is an Associate Partner in IBM Business Consulting Services’ Technology Strategy Practice, and is responsible for providing expertise in the use and management of technology in clients’ organizations, and managing the change that technology produces.

Mr.

Henderson has 27 years experience in IT-related areas, including application development and deployment, solution architecture, project and program management, IT management consulting, and most recently in technology integration in a Mergers and Acquisitions environment.

In 2003, he led the team that provided common application, network connectivity and computing platforms to the consulting organization resulting from the integration of PwCC into IBM Canada. George Postalian, Business Transformation Executive and CIO, Business Transformation, IBM Canada Ltd.: George Postalian is the Business Transformation Executive/CIO for IBM Business Consulting Services (BCS) in Canada.

He has business process, technology and financial responsibilities for Business Transformation and IT Solutions in support of a highly mobile Canadian workforce numbering more than 14,000 employees.

His mandate is to deliver effective, timely and cost-efficient processes and solutions to allow IBM BCS employees to provide world-class services and solutions to IBM’s customers.

Recent significant achievements include the successful process and IT integration of 1,900 PricewaterhouseCoopers Consulting employees in 2002-2003, 1,600 LGS employees in 2001-2002 and 4,500 ISM Corporation employees in 2000. More ITIL Consultant Biographies: Mayank Ladd: Mayank is a qualified PRINCE2 project manager and senior consultant in the field of content, records, document and knowledge management.

He is also a chartered information systems practitioner.

He joined EDS in 1996 and worked in their document management services group as a systems engineer, consultant and project manager implementing systems right across the UK.

In 1999, Mayank joined Tower Technology, a leading supplier of large-scale document management and content management solutions.

He held project management and bid management roles here and was involved in several innovative and leading-edge assignments both in the UK and Europe. In 2002, Mayank founded CODO Limited, a successful impartial and unbiased consultancy company offering independent advice and services on all aspects of corporate information management including records, content, document and knowledge management.

He also works as an associated for other leading consultancies that share the same set of values and ethics.

When permissible, he assists organizations on a voluntary basis with their information management and content management requirements and helped the British Computer Society with their web content management strategy. Mayank is also group leader of the content management sub-group, part of the Configuration Management Specialist group of the British Computer Society (BCS). Linda Newsome Ray: Linda Newsom-Ray, MBCS, is a freelance consultant, with more than 20 years experience in the IT industry, mainly in systems and software development and project management.

The 7 most recent years have been focused in improving project management practices, so that client companies can develop software better, faster and cheaper.

Linda has worked with major telecoms and financial organizations across mainland Europe, Scandinavia and the US. Rama Varsani, Senior Consultant for Computer Associates: Rama Varsani is a Senior Consultant for Computer Associates in the United Kingdom.

She has significant experience in change and configuration management (CCM), which is endorsed through her successful CCM implementations.

Rama provides assistance to companies in improving their overall productivity via the implementation and automation of the complete application development lifecycle process.

Prior to working at CA, Rama has held a number of roles in the field of software development, including developer, tester, project manager and consultant. ITIL Consultants ITIL Consultants generally offer a variety of ITIL related services, most designed to assist your implementation of ITIL.

However, it is important to ensure that any ITIL Consultant hired is properly qualified, with the relevant certifications.

Often, training is also offered, although of course much of this can now be undertaken online.

The skill and experience of an ITIL Consultants can help refine the implementation and help advice on where the priorities lie.

For example, the service desk is a foundation on which many processes rely, so that may be a good starting point. ITIL Consultants companies are high quality providers of ITIL Consulting skills.

ITIL Consultants and consulting companies also tend to provide ITIL Training services.

IF you are looking for ITIL Consultants and consulting companies to help with your ITIL implementation then the following checklist, will help you ensure that you select a quality provider. ITIL Consultants and consulting companies checklist: ITIL Certified Service Managers on staff ITIL implementation experience Consulting framework/Method of implementation ITIL Accredited training organization A lot of major consultant companies are promoting themselves as ITIL Consultants and consulting companies.

However, it is worth while checking if they have simply added some staff that has certain qualifications versus specialist ITIL Consulting Companies.

Specialist ITIL Consulting companies are not distracted by other lines of business and there whole operation is based around the provision of ITIL implementation and ITIL training. ITIL consulting is carried out by an ever increasing number of organizations.

There can be some severe pitfalls if you select the wrong organization to help you move on to and implement best practice. What should you be looking for in any ITIL Consultants: You should be looking for an organization or an individual who specializes in best practice consulting and has specifically designed their services to suit.

ITIL Consultants should focus on various areas and have suitable offerings such as assessment and design services analyzing your current processes for adherence to ITIL.

ITIL Consultants should also have the ability to take into consideration your divergence from ITIL if there is conscious reasoning behind the decision.

The other are they should be able to do at a minimum for you is help design processes based on the customers true needs.

This means they need to go to the extent of understanding your customers – not just you! What should you not be looking for in any ITIL Consultants: One of the typical flaws that we constantly see are individual ITIL Consultants or organizations who can give you a rating measured against ITIL but do not take the next necessary step? That is identifying if there is a compelling reason why you differ and is your particular case best practice for you.

You see, ultimately ITIL is a framework and there is room for difference when it is warranted.

Overall ITIL consulting can cause a huge amount of angst within an organization so the ITIL Consultants must also takes into consideration a number of other principles and frameworks to be really effective, such as organizational change. A lot of major ITIL Consultants and companies are promoting themselves as ITIL Consultants companies.

However, it is worth while checking if they have simply added some staff that has certain qualifications versus specialist ITIL Consultants companies.

Specialist ITIL Consultants companies are not distracted by other lines of business and there whole operation is based around the provision of ITIL implementation and ITIL training. ITIL Consultants have knowledge to transform business processes into technical solutions.

They understand design considerations for building a flexible, industrial-strength architecture and are experienced with integration strategies and maximize value in implementation.

Some people think that unless it is written in the books, it can’t be done and still be best practice – this is totally incorrect! Want to get some more useful information or wish to hire ITIL Consultants for successful implementation of ITIL process or training, then look no further and contact: “http://www.itilsurvival.com” http://www.itilsurvival.com

Read more about ITIL : ITIL Best Practices An increase in the dependency of business….:

Accredited ITIL Foundation, Intermediate and Expert Certifications

Accredited ITIL Foundation, Intermediate and Expert Certifications, Learn more about ITIL HERE:

ITIL and ITIL : ITIL Best Practices An increase in the dependency of business….

ITIL - ITIL : ITIL Best Practices An increase in the dependency of business….

ITIL and ITIL : ITIL Best Practices An increase in the dependency of business….

ITIL - ITIL : ITIL Best Practices An increase in the dependency of business….