ITIL : ITIL Communication Plan To be successful with ITIL process implementation….

ITILITIL : ITIL Communication Plan To be successful with ITIL process implementation….

ITIL Communication Plan To be successful with ITIL process implementation it is important to have an ITIL Communication Plan in place.

A good ITIL Communication Plan identifies people with an interest in the project (stakeholders), communication needs, and methods of communication.

Communication planning helps to ensure that everyone who needs to be informed about project activities and results gets the needed information.

Communication Plan is part of the Project Initiation Document describing how the project’s stakeholders and interested parties will be kept informed during the project. A very important step in implementation of an ITIL Communication Plan is Configuration Management.

The object of 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.

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. The objective of creating an ITIL Communication Plan is to educate, inform, energize, and engage all of the constituents for the plan, about the plan.

Without adequate communication throughout the planning process, you run the risk of creating a fabulous plan that never has the opportunity to be implemented.

Your communication plan should begin at the beginning — at the point where you assemble your planning team and begin the planning process.

Who needs to know that this is happening? Who needs to be involved in selecting representatives to serve on the planning committee? Who needs to approve the planning committee’s charter? Be sure that the leadership or key representatives from each of the constituent groups is informed about the planning effort right from the start.

This includes the School Board.

Don’t wait to get on a School Board meeting agenda.

Bringing your proposed charter for the planning effort to them at the beginning for approval will help ensure their support for your efforts right from the start. With a strong ITIL Communication Plan, you can start to develop a broad base of support for your group and for your planning effort.

Communicating with all of the potential constituencies will allow you to take advantage of information and resources from each arena that may be critical to the success of your plan.

Communication with a broad audience can also help identify issues and opportunities earlier in the process, potentially broadening the scope of the plan and helping to avoid pitfalls or what would simply have been missed opportunities along the way.

Your communication efforts can also include educating the constituencies about the benefits of educational technology and the impact technology may already be having on teaching and learning in your school or district, thus raising their level of understanding and increasing your base of support. When developing your communication plan, keep the following tips in mind: Set up a tracking system (IE, journal, scrapbook, video spots, photographs) Have a creative person develop a look for all your strategic-planning documents and printed material. Incorporate two-way communication utilizing your local area network (LAN). Consider all of your audiences as “customers.” Build in community involvement. Use the plan to your advantage. Segment the community into separate, manageable parts. Organize a steering committee where membership allows and encourages discussion.

Make sure the members understand their responsibility. Possible communication vehicles include: PTA/Home-school meeting programs; community town meetings; media releases. Begin early.

Announce the district’s participation in strategic planning. Announce public meetings, dates and locations. Request volunteers for action teams. Acknowledge significant milestones through the process (IE, vision, beliefs, environmental scan surprises). — ITIL – License Management 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 and will improve the quality of service whilst maintaining or reducing costs. ITIL survival.com can assist the work towards an ITIL recommended best practice within configuration management by providing a solution that captures and inventories the IT and software assets within the organization.

Not only can this but ITIL survival.com assist you in ITIL – License Management.

To help facilitate this, ITIL survival.com provides a comprehensive set of processes and reports to provide the organization with a holistic solution based on best practice and proven customer satisfaction. All asset details and relational asset data (Configuration Items) need to be held in a single repository to provide information and support to all the associated areas of Service Management within the organization.

To achieve this requirement, which is the basis of implementing industry recognized best practice methodology; there are a number of areas that ITIL survival.com can help: Technology, Processes, Management Information, Customer Interface, ITIL – License Management and License Control. ITIL survival.com provides 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.

ITIL survival.com provides the technology to achieve this with a highly scaleable and comprehensive solution based approach. Processes are incorporated within technology to provide strategy, scope and objectives that are applicable to maximized the asset management process. These processes are regularly reviewed and amended based upon customer user groups, so ITIL survival.com are continually working towards service improvement and value perception.

Most importantly, these processes are proven to support the business need based upon continual trend analysis and feedback. This is important for a number of reasons, but namely for the financial impact that it would have to an organization to not hold this information.

A company needs assurances that the software that it has in its estate is legal and authorized and the software that has been deployed matches the number of licenses owned. Similarly, by having an understanding of all software deployed, the task of updating all IT assets with new versions, releases, security or virus updates is scheduled in a controlled and monitored environment.

A core competency of ITIL survival.com is software license management; the tools, management reports and configuration database are provided to establish and measure the business impact of non-compliance with company standards, ITIL – License Management, license agreements or change requests.

The ITIL survival.com solution proactively helps organizations achieve compliance and reduce costs through identifying software that is over licensed, available on retired assets for reuse, out of warranty and is either non-compliant or an anomaly against company standards. Any organization considering implementing ITIL as a “best practice” discipline needs to start with the task of implementing a configuration management database.

ITIL survival.com with its solution based approach and enterprise class tool set helps you achieve an essential building block in this important first step.

So whenever you look for ITIL – License Management, consider HYPERLINK “http://www.ITILsurvival.com” www.ITILsurvival.com. ITIL Customer Support ITIL offers its customers multiple levels of customer support and service, all tailored to meet the company’s needs.

A Standard ITIL Customer Support is provided to all our customers at HYPERLINK “http://www.ITILSurvival.com” www.ITILSurvival.com, that delivers industry-leading support, expertise in problem solving, and innovative technology—24 hours a day, seven days a week—so that the client applications are running smoothly.

In the rapidly changing world of eBusiness, ITIL Customer Support delivers the services the client would need as required by them.

The ITIL Customer Support provides direct access to expert product and technical support around the clock that increases the client productivity and maximizes knowledge and effective use of ITIL survival.com systems. ITIL Customer Support – A lot of people ask if ITIL specifically focuses on customer support and service.

The answer to this is a resounding yes! You see ITIL Customer Support is understanding what the customers’ real needs and wishes are and aligning to them.

This is far more important than simply making the customer feel good! ITIL is a process based approach to IT service management, which focuses attention on key activities and optimized service quality, within a reasonable and justifiable cost.

ITIL has become the most comprehensive and widely accepted IT process management framework in the world. ITIL Customer Support – true customer service: Improving IT service perception and cost to internal customers is a key goal of best practice.

ITIL aims to change the perception of IT as a cost center providing little measurable business value, to a facilitator of continuous process improvement, incorporating Service Level Agreements (SLAs) to improve customer communication and manage expectations. An organizations’ technology is effectively at the front line of its customer support and service and organizational efficiency.

The dependence of organizations on their IT resources means that factors such as availability, access and reliable data are fundamentals for effective IT management. The cost benefits of implementing best practice standards for IT service management processes – incident, problem, change, configuration and service level management etc. – and automating those processes with a system have been well documented. For example, Gartner states “If you have best practices in place for a well-managed environment, you can reduce your total cost of ownership by as much as 25% to 30%”.

So, the need for an excellent ITIL Customer Support.

If you need further information, then please contact us at: HYPERLINK “http://www.ITILSurvival.com” www.ITILSurvival.com ITIL Helpdesk If you only have time to look into one business enhancement this year, make it the ITIL Helpdesk.

In business you find yourself faced with options and decisions that have long-term affects.

You have to choose your direction wisely–the future depends on it. The ITIL Helpdesk is Unparalleled: In the world of service management systems there can only be a few stand out offerings.

For various reasons, each industry leader is a favorite of its customers.

When it comes to IT service management, you cannot be too particular.

Make a thorough comparison of all the appropriate applications to uncover the top contender.

It is always a bit costly to shift gears in operations.

Paying for new software, training materials and equipment updates is no small affair. Dutch companies have long understood the benefits that a structured IT management framework like ITIL can deliver to the bottom line.

The ITIL Helpdesk definition sought by Dutch CV companies is a classic example of businesses that may have or need a Help Desk/Service Desk in place that is pre-defined.

The Service Desk function within the ITIL framework provides Dutch CV businesses with clear guideline and thought provoking ideas regarding the structure of the Help Desk. The delivery of leading class service is now a differentiator used by Dutch CV’s looking for the competitive edge.

The provision of a high quality ITIL Helpdesk (service desk) allows these organizations to ensure it can respond to customers and business needs quickly and efficiently. Look for software that is simple to use so that you can reduce training time at ITIL Helpdesk to a bare minimum.

When something is designed right with the user in mind, a smooth transition is made possible.

The aura of excellence that surrounds ITIL Helpdesk tools is undeniable.

You cannot build your business on anything but the surest foundation.

When you put all the elements in place for good things to happen you will be surprised to find that they do. The Service/Help Desk plays an important part in the provision of IT Services.

It is very often the first contact the business users have in their use of IT Services when something does not work as expected.

The Service/Help Desk is a single point of contact for end users who need help.

Without this, an organization could certainly face losses due to inefficiencies. The two main focuses of the Service Desk are Incident Control and Communication. There are different types of Help Desk, the selection of which is dependant upon what the business requires.

Some Help Desks provide a simple call logging function, and escalate calls to more experienced and trained staff.

Others provide a high degree of business and technical knowledge with the ability to solve most incidents at the time that the business user reports them. ITIL Helpdesk 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 Helpdesk software can keep costs down and improve trouble ticket response times. Streamline with ITIL Helpdesk Software: Minimizing response times is important if you want customers to feel good about the level of service they get.

Arming your team with ITIL Helpdesk 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 Helpdesk 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 software or ITIL Helpdesk software may not seem apparently connected with customers, but it does heavily influence their experience with you. IT Help Desk Software: IT help desk software can take your business to the next level.

You cannot ignore the pressing need for automated services.

Part of keeping your business on track and in a growth mode is to modernize operations in a timely manner. There are many excuses that pop up when you feel reluctant to make a change.

Some people assume that transitioning to new help desk tracking systems involves a lot of down time for services and employees.

The truth is that you can opt for in house training or train the trainer sessions in order to minimize any confusion. Another mental hurdle is in understanding that the initial investment in ITIL Helpdesk components saves money in the long run.

Utilities that reduce the amount of time that employees need to spend per inquiry help streamline the entire flow of the office.

Help desk remedies do cost money, but it is cash that you see in returns like higher process volume and satisfaction levels. A third concern raised by skeptics’ concerns usability.

They fear that employees are too reluctant to give new software a chance.

The good news it that the latest slew of IT help desk software reflects a level of simplicity and user friendly processes that actually make using it simpler than the system you currently employ.

There are lots of reasons to put off updating your equipment, but you have to acknowledge that you are choosing to stall your business’ progress with procrastination. ITIL ISO 15000 ISO 15000 certification aims to federate ISO 9000-2000 certification and all ITIL recommendations into a single standard. ITIL BS15000 alignment is very interesting.

BS 15000 is the first worldwide standard specifically aimed at IT Service Management.

It describes an integrated set of management processes for the effective delivery of services to the business and its customers. BS 15000 is aligned with and complementary to the process approach defined within the IT Infrastructure Library (ITIL) from The Office of Government Commerce (OGC). BS 15000 Consists of Two Parts: BS 15000-1 is the formal specification and defines the requirements for an organization to deliver managed services of an acceptable quality for its customers.

The scope includes: Requirements for a management system; Planning and implementing service management; Planning and implementing new or changed services; Service delivery process; Relationship processes; Resolution processes; Control processes; and Release processes. BS 15000-2 is the Code of Practice and describes the best practices for Service Management processes within the scope of BS 15000-1.

The code of Practice is of particular use to organizations preparing to be audited against BS 15000-1 or planning service improvements. Business Drivers: Key business drivers of the standard are: To provide a formal and auditable standard for the delivery of IT Services within an organization.

To reinforce and provide accreditation based on the best practice as defined by the BSI Code of Practice for IT Service Management (PD0005) and the UK Governments Internationally adopted IT infrastructure Library (ITIL) best practice guidance.

To be the foundation of a future ISO international standard. Reasons and History: The reasons and history behind the standard: To provide a business focused ‘road map’ for implementing and maintaining a successful integrated Service Management strategy. To provide non-propriety and public domain guidance for the service industry. To define the processes required to identify and manage the level and quality of service being provided to customers, along with the resources and cost needed to achieve it (not re-inventing the wheel). Where ITIL fits in: ITIL forms a layer between in house procedures and the code of practice, so imagine the metaphor of a five tiered pyramid, the bottom layer of building blocks are the in house procedures, the second layer of building blocks are ITIL Best practice.

The next layer is the code of practice which ITIL helps us achieve, then comes the standard (BS15000) and finally the pinnacle is ISO.

Now before all you cynics out there think “we are already certified” there is a huge difference between certified for the sake of it and being certified to support the business need! ITIL Abstracts There are thousands of written papers, articles and reports on ITIL.

Below given are some of the best ITIL Abstracts. Author: Tony Miotla (CPT Global) Paper Title: Operation Cost Reductions in an Outsourced World Paper Abstract: Co-author Michale Augello IT Outsourcing contracts are structured with penalty and discount clauses and safety nets on fees and payments to protect both the client and service provider. To be truly effective, Operational Cost Reduction programs must operate within the terms of the contract schedules. This paper looks into the structure of outsourcer contracts, external and internal charge-back models, and operating a successful cost reduction programme across all supplied IT services. Author: Adrian Heald (Capacity Reporting Services Pty.

Ltd.) Paper Title: Mainframe Cost Awareness Paper Abstract: Effective management of Information Technology relies, to a great extent, on an understanding of the cost of that technology.

While the costs associated with hardware, software, and staffing etc.

Can often be obtained the true cost of developing and running applications cannot as these costs can only be derived from measurements taken from the applications. This paper looks at implementing a SQL Server based Cost Awareness system that addresses the need to allow users to see the cost of the IT activities they initiate.

Providing costing information to the users generating those costs empowers them to change the processes with a view to cost reduction.

Application developers can gain a better understanding of the costs of systems they develop before they are implemented into production; tuning efforts can be judged based on the overall cost of application systems; there are many benefits. This paper follows on from “SQL Server – A capacity management data repository?” utilizing the data structures and procedures put in place to deliver effective cost awareness. Some more ITIL Abstracts: Author: Adrian Heald (Capacity Reporting Services Pty.

Ltd.) Paper Title: SQL Server – A capacity management data repository? Paper Abstract: There appears to be a growing trend away from the more traditional mainframe based databases for storing capacity management data.

A number of my clients are currently investigating (or are in the process of implementing) the use of SQL server as a vehicle for storing their data.

It seems that the high cost of traditional mainframe-based solutions both in terms of software license fees and mainframe resources (CPU, DASD etc) is the main driving force behind this move.

There are however, some additional benefits such as: reduced hardware costs of storing and processing the data; simpler inclusion of non-mainframe based data; greater access to analysis tools; and simplified report generation, just to name a few.

In this paper we examine one method of reducing ongoing costs by moving the capacity management reporting functions to SQL Server. Author: Cathy Wright (British Telecom) Paper Title: Open System Capacity Planning for a Large ICT Organization Paper Abstract: A case study detailing the capacity planning and performance management process in use for open systems measurement within BT, currently the UK’s largest ICT Company, with particular reference to UCPS, an internally developed software tool used to capacity manage over 2000 Unix and NT servers. Author: Cathy Wright (British Telecom) Paper Title: Asset Management, Or Keeping Your Hand on Your Ha’penny Paper Abstract: This paper examines the importance of tracking accurately both hardware and software assets through the estate of one of Europe’s largest ICT companies.

It will look at what asset management is, why we need it, how we at BT implemented a total lifecycle management solution across both our mainframe and distributed system estates, and at what we learned from the process. Author: Brian Jennings Paper Title: Capacity Management – a vital role in ITIL based IT Service Management Paper Abstract: The IT Service Management (ITSM) framework is rapidly gaining recognition world-wide as the de facto standard for managing IT services both cost effectively and with a strong customer focus.

This presentation will briefly outline the ten or so IT Infrastructure Library (ITIL) based processes that comprise ITSM and will provide a more detailed description of ITIL based Capacity Management process and how it interacts with and supports the other processes.

The challenges in gaining recognition for ITSM and in implementing it will also be addressed.

Attendees will gain a new perspective on Capacity Management’s future role and may get some ideas as to how to benefit from this resurgence of interest in this well established activity. Some more ITIL Abstracts and papers: Author: Ivan Gelb (CMG US) Paper Title: CICS Performance Management 2003 Paper Abstract: Performance management controls of CICS Transaction Server (TS) for OS/390 – z/OS greatly affect performance and the effective capacity of a complex is impacted.

This presentation focuses on the controls and z/OS environmental factors which affect a CICS region’s overall performance, total required processor capacity, real and virtual storage, and disk input/output service.

Workload Manager (WLM) definitions that may help or hinder CICS will be included.

The potential risks and benefits associated with the selection of actual and default values will be identified.

Samples of reports for health monitoring and problem analysis will be presented. Author: Charlie Meek (Compuware Asia Pacific P/L) Paper Title: Application Performance Management Paper Abstract: The process of identifying inefficiencies in mainframe applications and tuning them to optimise performance has always been perceived as a specialist job.

This could not be further from the truth.

By following some simple steps and implementing new processes, every mainframe site can achieve optimal application performance Charlie Meek, APM Technical Specialist will discuss the importance of APM and outline a practical methodology that will help you improve the reliability and performance of your mainframe applications.

The topics that Charlie will cover include: * Where does APM fit in? * Why is it important? * What are the tactical Benefits? * The process of Application Performance Management Author: Peter Greening (Peter L Greening & Associates P/L) Paper Title: END TO END SERVICE DELIVERY IN AN OUTSOURCED ENVIRONMENT -or- “IT Service Management Process Alignment With Your Out sorcerer” Paper Abstract: Consistent with business strategy established in 2000, application changes at the Victorian Work cover Authority (VWA) have meant adoption of a hybrid, mutually dependent model of IT-related in sourcing and outsourcing.

This presentation will address the issues, observations, workarounds, approaches, benefit of hindsight, and some foresight associated with this new mix of VWA modalities. Emphasis will be on reviewing the need for process alignment in the ITSM disciplines of capacity management, financial management, service level management, disaster recovery planning, and security management.

Appropriate reference to the ITIL framework and BS15000 standard for ITSM will be included.

Content will be delivered from the viewpoints of contract management, and tactical and strategic involvement in these areas. While primarily referencing VWA’s in-house and outsourced environment, familiarity with other outsourcers, private enterprise, and government organizations will be used to reinforce the theme of ITSM process alignment. Author: Richard Smith (Sun Microsystems Australia) Paper Title: Modern Processor Architecture Paper Abstract: The goal of processor architecture is to maximize performance, subject to design constraints, to meet the needs of target markets.

A new pipeline for a modern processor might take 5 years to design and bring to market, during which time many design decisions have to be made.

These ultimately determine a processor’s performance characteristics when subjected to different workloads.

Regrettably, some benchmarks shed little light on a given processor’s behavior.

It’s the author’s contention that a knowledge of processor architecture is invaluable for developers of high performance software trying to extract maximum performance from a processor, and enables greater insight to be obtained from benchmark results.

The paper explores modern processor architecture and design features, how they relate to performance, and identifies some of the key tradeoffs. Author: Carl Rosser (BMC Software (Australia) P/L) Paper Title: Enterprise Performance Assurance and Modeling Today and Tomorrow! Paper Abstract: (Vendor Presentation) This session will cover BMC Software’s Capacity Planning solutions for Windows servers though to zSeries.

An overview of the latest features will give, along with an examination of how BMC Software addresses both the business and technical issues associated with capacity planning.

The second half of the presentation will be a Distributed Systems Server consolidation Case Study. Author: Mike Tsykin (Fujitsu Australia Ltd) Paper Title: Automated Monitoring and Reporting of Enterprise Quality of Service Paper Abstract: (Vendor Presentation) Service Level Agreements (SLAs) are common as a way of ensuring quality of service (QoS).

SLA’s use specific QoS metrics that are evaluated over a time interval to a set of defined objectives.

As applied to information systems SLA metrics are often performance-related, but can also be formulated in terms of higher-level service aspects such as help-desk performance.

This session discusses techniques for monitoring compliance of SLA’s and displaying results using automated web-based tools.

Application Quality and Resource Management initiative by The Open Group is also discussed. ITIL Accreditation EXIN is an independent organization establishing educational requirements, and developing and organizing exams in the field of Information Technology.

With exams like ITIL, Project Management (PRINCE2) and ISPL, EXIN ITIL Accreditation plays an important role in the development of international qualification standards.

Thanks to 34 years of experience EXIN has acquired a thorough and extensive knowledge in this field, thus fully warranting the value of its certifications and the quality of these exams, both didactically and with respect to content.

EXIN ITIL Accreditation is an independent examination institute and does not provide training.

As a worldwide provider of IT exams, EXIN ITIL Accreditation takes care of the maintenance, development, marketing and publishing of ITIL certificates.

ITIL contains a complete description of the processes necessary in managing IT infrastructures. EXIN ITIL Accreditation is intended to affirm and promote the quality of ITIL training organizations worldwide.

Accreditation of the Service Manager’s course also deals with the in course assessment of the candidate which is carried out by the training organization.

There are three internationally recognized ITIL certificates: Foundation Certificate in IT Service Management. Practitioner Certificate in IT Service Management. Service Manager Certificate in IT Service Management. In Course Assessment: Part of the courses for the Manager’s Certificate in IT Service Management is the in course assessment.

Candidates are assessed on their management skills by trainers of the accredited training organization.

The result of the in course assessment is part of the results that lead to the certificate.

EXIN provides training organizations with a manual and training for course instructors. Accreditation Training Organizations: Training organizations, which provide courses for the Service Manager’s and the Practitioner’s Certificate in IT Service Management, have to be accredited by EXIN.

The EXIN ITIL Accreditation of courses that lead to the Foundation Certificate is voluntary. The ITIL Examination Agency – North America (Loyalist College) as agents for the Examination Institute for Information Science (EXIN), and with the support of government agencies, industry, educational institutes, sector councils and professional associations, has undertaken to be the exam and certifications agent across Canada and the United States in IT Service Management as defined by ITIL.

For more information about the ITIL Examination Agency of Loyalist College please visit HYPERLINK “http://www.itilexams.com” http://www.itilexams.com In addition to the ITIL exams and certifications, The ITIL Examination Agency fully represents EXIN in North American to provide services and assistance to those organizations who wish to capitalize the opportunities provided by ITIL and become an active member in the IT Service Management community.

The ITIL Examination Agency is the single point of contact for EXIN, for the complete accreditation process in North America.

All application submissions, questions, and audits related to accreditation, exams and certifications are handled through the ITIL Examination Agency on behalf of EXIN for North America. The ITIL Examination Agency is committed to providing the best in customer service and facilitates continual improvement to the ITIL certification process within North America on behalf of EXIN.

As your first step to the ITIL examination, certification and accreditation process in North America, please contact the ITIL Examination Agency – North America. There are many organizations which have received EXIN ITIL Accreditation.

Like EXIN ITIL Accreditation of CSMG: CSMG is officially accredited by EXIN as an ITIL Course provider.

The ITIL Foundation courses and the ITIL Managers courses of CSMG are according the “latest” IT Infrastructure Library (ITIL Version2) and are regular audited by EXIN.

All their lecturers are certified Service Managers and approved by EXIN.

They all can look back on extensive experience in IT Service management. Similarly, NSS Consulting’s locally developed Service Awareness through Interactive Learning (SAIL) simulation has received full ITIL Accreditation on 30 September 2003. The simulation – which allows personnel across the board to understand how essential inter-relationships and inter-dependencies are in running IT successfully – was fully assessed by the Netherlands-based Examination Institute for Information Sciences (EXIN). “We submitted the relevant information, course material training programme, staff training competencies and NSS Consulting background.

We were notified soon afterwards that we’d achieved full accreditation, although we were confident we’d receive ITIL Accreditation to run SAIL, this confirmation is very good news for us,” said NSS Consulting Manager Alan Kirsten. “Sail revolutionizes the way in which IT organizations assess themselves and adds the benefit of providing guidelines on how best to implement defined changes.

The simulation is aimed at every level of IT services within a company.

In short, anyone who contributes to the IT service process in any manner in real life should be a Sail simulation participant,” he said. According to Kirsten, a leading European consulting company had already approached NSS seeking permission to license SAIL for the continental market, with additional interest also coming from the US and Australian markets in addition to get ITIL Accreditation. ITIL Accredited EXIN is an independent organization establishing educational requirements, and developing and organizing exams in the field of Information Technology and generate ITIL Accredited organizations.

With exams like ITIL, Project Management (PRINCE2) and ISPL, EXIN ITIL Accredited procedure plays an important role in the development of international qualification standards.

Thanks to 34 years of experience EXIN has acquired a thorough and extensive knowledge in this field, thus fully warranting the value of its certifications and the quality of these exams, both didactically and with respect to ITIL Accredited content.

EXIN ITIL Accreditation is an independent examination institute and does not provide training.

As a worldwide provider of IT exams, EXIN ITIL Accreditation and ITIL Accredited procedure takes care of the maintenance, development, marketing and publishing of ITIL certificates.

ITIL contains a complete description of the processes necessary in managing IT infrastructures. EXIN ITIL Accreditation is intended to affirm and promote the quality of ITIL Accredited training organizations worldwide.

Accreditation of the Service Manager’s course also deals with the in course assessment of the candidate which is carried out by the training organization.

There are three internationally recognized ITIL Accredited certificates: Foundation Certificate in IT Service Management. Practitioner Certificate in IT Service Management. Service Manager Certificate in IT Service Management. ITIL Accredited Procedure: The ITIL Accredited application: The course provider completes the application form for accreditation At the same time the training organization sends in the accreditation set for assessment along with the application fee (Bank Draft or Certified Cheque payable to EXIN) between application and decision. EXIN has the accreditation set assessed by independent experts or the examinations committee. EXIN arranges for an independent expert to undertake an audit.

The audit can consist of interview(s), discussion(s), visits to courses and sites, examination of documents and anything else that is required to obtain a clear picture with regard to all accreditation requirements. ITIL Accredited Decision: Within two months of receiving the application, EXIN will notify the decision about accreditation in writing. The decision can be: 1.

Accreditation 2.

Accreditation Denied In both cases the decision will include an explanation. Accreditation requirements: 1.

ITIL Accredited Course program and course duration The course provider incorporates the EXIN certification in the course program The number of contact hours is at least 16 There is a structured course programme.

In other words, a good balance between theory and practice and between lectures and self-study The maximum group size for a course is 16 2.

ITIL Accredited Trainers: Trainers that deliver the course for the Foundation Certificate in IT Service Management have themselves at least 3 years relevant experience for the content of the course Trainers that deliver the course for the Foundation Certificate in IT Service Management have themselves been certified at the Foundation level Trainers that deliver the course for the Foundation Certificate in IT Service Management are didactically capable of doing this in a well-considered way Trainers that deliver the course possess the Manager’s Certificate in IT Service Management or possess a demonstrably comparable knowledge and experience Accredited course providers should have arrangements with trainers that meet the above-mentioned criteria 3.

ITIL Accredited Course material: There is an explanation about the structure of the course and the material that is included and an agenda with subjects and times. The course programme must be included in the course material. A clear trainer manual is available, which allows the trainer to teach in a structured manner. The presentation material used is well prepared. The presentation material covers the complete training. Some more ITIL Accredited information: itSMF Introduction: The Information Technology Service Management Forum (Canada), or itSMF Canada, is a non profit organization affiliated with the itSMF International.

It has been established as a forum for Information Technology professionals to explore all means available to improve the quality of IT services to their respective customers.

Although itSMF Canada takes strategic direction from itSMF International, it operates within the Canadian IT industry and its objectives are relevant to that context. Mission Statement: To provide the membership with a forum that will enable them to exchange views, share experiences and participate in the continuous development of best practices and standards, as well as providing a range of services with significant value to our members. itSMF Objectives: To provide an independent, non profit forum for IT professionals committed to delivery of quality IT services To promote the exchange of IT Service Management experience and information locally and internationally To establish and maintain a membership base, covering the widest possible professional IT and business interests To bring together users, suppliers and other stakeholders of IT services and products To facilitate a Canadian base of knowledge and resources that can assist IT organizations manage the delivery of IT services through process and best practices To encourage the growth, standardization and recognition of IT Service Management throughout the Canadian IT industry To recognize and reward individuals and organizations that make significant contributions to the advancement of best practices, standards and professionalism in IT Service Management To be an active member of itSMF International To maintain financial viability To liaise with other Canadian organizations interested in ITSM — The mission and objectives of itSMF Canada will be achieved through the following activities. Keeping members informed about local and international events and trends in ITSM Organizing regular events to build knowledge and awareness about ITSM and to facilitate contact between ITSM professionals Setting the events agenda and to ensure that they are complementary rather than competitive with other similar IT industry events Reviewing any ITSM events worldwide and advertising them in Canada Maintaining a membership list to facilitate contact between members Maintaining a catalog of ITSM products, training and services available in Canada Developing and maintaining a set of standards for the application of ITSM as a profession in the Canadian IT industry Providing keynote speakers to IT events as required ITIL and Cab Problems The software development community has a number of definitions for phrases like software configuration management, software change management, change control and asset management, and an even larger number for words and terms like configuration, baseline, change, release, version history, and repository management.

It is not important to argue the right or wrong of these definitions, but rather to understand these terms in the context of the discussion. For example, an organization may use the word project to refer to a job or task, while a version control application may use the word project to refer to a component or class.

Nether definition is wrong, but there could be considerable confusion if the project – task organization tries to automate their ‘project’ management with the project – class version control tool. Whenever vendor and client meet to discuss application development tool solutions, they should first make sure they are speaking from the same dictionary.

Put the glossary on the table, and make sure you all agree to a single set of definitions.

All application development organizations should maintain an in-house glossary of terms.

It can be dangerous to assume that every new employee will be familiar with the local terminology. With the above mentioned points in mind let’s see clearly ITIL and Cab Problems in details: The Importance of Change Advisory Boards (CAB): A key part of managing changes in IT is to have a change advisory board (CAB).

A CAB offers multiple perspectives necessary to ensure proper decision making.

For example, a decision made solely by IT may fail to recognize the concerns of accounting.

The CAB is tasked with reviewing and prioritizing requested changes, monitoring the change process and providing managerial feedback.

This article discusses the role and composition of a CAB. A CAB is an integral part of a defined change management process designed to balance the need for change with the need to minimize inherent risks.

For example, the CAB is responsible for oversight of all changes in the production environment.

As such, it has requests coming in from management, customers, users and IT.

Plus the changes may involve hardware, software, configuration settings, patches, etc. The Change Process Itself and that may lead to ITIL and Cab Problems: A change process often has requests forwarded to a change manager who then makes a rough-cut determination about whether the changes should be allowed to go further in the process.

Assuming they are, a CAB may meet and review requested changes, including those that involve further testing. It then delegates the discovery and testing phases to an engineering group to document what needs to be done.

When the discovery and testing are complete, a report is made to the CAB, which then makes a final determination regarding whether the change should be allowed to proceed along with proper explanation of ITIL and Cab Problems.

Now this process as defined is very high-level.

The ITIL has a great discussion of the change management process in section 8.3 of the Service Support book (also known as the “Blue Book”). In situations where there is a crisis and the whole board cannot be convened, there should be a change advisory board/emergency committee (CAB/EC) made up of a core team of people that can make a decision to clearly define and to take immediate actions for ITIL and Cab Problems.

For example, it is Sunday at 5 p.m.

And a major worm hits that blows through the firewall: Who do you call to discuss the patches? Is there an accelerated emergency change process and a CAB/EC? Obviously, while dealing and providing solutions in ITIL and Cab Problems you need a way to rush emergency changes into production and then a means to review them after the fact.

Tracking the total number of changes, the number of emergency changes and success rates are all good metrics to monitor.

If emergency changes are increasing and the success rate is falling, then a serious analysis of the situation is required. To deal effectively and efficiently with ITIL and Cab Problems, one should be well aware of CAB Meeting Topics.

The group should meet weekly, or on some appropriate regular schedule, to discuss change-related matters.

Topics for discussion include: Newly submitted requests for change (RFCs), the CAB reviews change requests and make a determination to change, reject, or request more information. Review of the minutes from the last meeting — Ensure that people are aware of the decisions made last time and review the status of any open actions. Review change status — Update the status of approved change requests in regard to schedule, implementation phase, priorities, etc. Post Implementation Review — For completed changes, successful or not, review what went good, bad and lessons learned. Review health of the change process — There are two parts to this.

First, a detective control system, such as Tripwire, should be used to detect all changes.

These changes should then be reviewed by the CAB to ensure that they tie back to approved changes.

If there are unapproved changes, then the CAB should launch an inquiry to determine the source and reason for the change.

Second, the CAB must ensure that service-level agreements are being met.

If not, then corrective actions must be taken. ITIL and Implement Or Implementation Or Implementing A lot of organizations are looking at ways of ITIL and Implement or Implementation or Implementing and CMM.

The challenges of ITIL and Implement or Implementation or Implementing and CMM tend to center more around people issues, rather than the pure theoretical content of the frameworks.

CMM of course is a framework established to guide software developers through the challenges of creating solutions that are truly aligned with business requirements. ITIL is a framework that has been developed to guide IT Managers through the challenges of managing their IT infrastructure.

The two frameworks are complementary and those faced with Implementing ITIL and CMM need not be concerned about any potential clash or duplication of effort between the two.

The CMM measurement model is actually a 5 category measurement model.

Most people think that ITIL is also a 5 level model, but there are actually steps between the 5 levels in ITIL (making 9 measurement levels). At the end of the eighty’s the Information Technology Infrastructure Library (ITIL) was developed.

ITIL was the name of the handbooks of the Central Computer and Telecommunications Agency (CCTA) in England.

Now this name refers to the approach, philosophy and goal behind this set of handbooks.

ITIL is a set of “best practices” for maintaining information systems.

ITIL is the core of the most other frameworks, if something is good you don’t have to reinvent the wheel.

At this moment ITIL thinking is spread rapidly around the world and everywhere you see organizations being deployed.

The world-organization for taking care of this standard is the ITSMF International. Why ITIL and Implement or Implementation or Implementing: Much IT departments are event driven and will react on an event (IE

Server down).

You get the feeling that you are running behind all the time.

This is a hard situation to handle and will cost a lot.

The choice for ITIL and Implement or Implementation or Implementing is mostly based on the fact that a organization will get a good insight on the Total Cost of Ownership (TCO) and what’s going on at the IT-department.

By ITIL and Implement or Implementation or Implementing you’re going to describe what the processes are in your IT-department and you going to think about how you can make them more efficient.

In other words, you’re going to describe what you always did and make someone really responsible for the process.

By ITIL and Implement or Implementation or Implementing you get better insight in the things you’re doing and which event is triggering the other. In sum, there are several good reasons to ITIL and Implement or Implementation or Implementing: To get your TCO under control To go from a reactive organization to a pro-active organization To make your department ready to outsource some of it’s activities Make your department ready for the market And so on….. Difficulties on the road to ITIL and Implement or Implementation or Implementing: Because ITIL and Implement or Implementation or Implementing means also that you have to chance the mind setting of your employees, it is a very difficult process.

It means getting the techies to be more aware of service and business (something technicians hate).

There are a lot of emotions involved so the ITIL and Implement or Implementation or Implementing leader must be not only a project leader but also a people manager.

ITIL and Implement or Implementation or Implementing a process what takes a lot of time and mostly the period of time is underestimated.

Much too often companies with external help want to implement ITIL and Implement Or Implementation Or Implementing to fast, which causes a lot of problems.

The best way to ITIL and Implement or Implementation or Implementing is doing it in several stages making sure that every stage is done properly and you gave the project the proper place in your organization.

There is no such way as a standard procedure to Implementing ITIL, because it is a set of best practices, you can take from the set what you like for your organization and fit it in. By adopting and ITIL and Implement or Implementation or Implementing best practices, companies are better able to deliver optimal, value-based IT service management solutions.

The objective of ITIL and Implement or Implementation or Implementing best practices is threefold: Align IT services with the current and future needs of the business and its customers Improve the quality of the IT service delivered Reduce the long-term cost of IT service provision. Key Considerations in ITIL and Implement or Implementation or Implementing Standards: Here are some key variables to examine when considering ITIL and Implement or Implementation or Implementing. The size and range of the business—Small and large organizations are faced with differing challenges in ITIL and Implement or Implementation or Implementing.

Small organizations may need to have the same resources acting in multiple distinct roles within the ITIL framework, which can be a challenge.

Conversely, large organizations are faced with the task of extending unified processes across large and often fairly independent business units. The resources at your disposal, including staff—Do you have the right people in-house to perform the number of roles that ITIL and Implement Or Implementation Or Implementing mandates, or will you need to look elsewhere? Do you have the financial resources to invest in an enterprise-wide standards initiative like ITIL and see it through? The maturity of staff, processes, and the organization—Is the staff seasoned enough to perform at a best practice level? Can any of your existing processes be integrated into the new regime, or does everything need to start from zero? The level of dependency of the business on IT —Companies that rely heavily on IT may find the ITIL and Implement Or Implementation Or Implementing painful in all corners of the business, while the few companies that do not rely heavily on IT may not realize enough value to make the exercise worthwhile. The culture of the business—Is the culture one that breeds, recognizes, and strives for excellence, or for mediocrity? Does it resist or embrace change? Has it shown an aptitude at maintaining consistent processes, and at seeing major, long-term initiatives through to completion? Communication strategies for IT and the company as a whole—what vehicles are in place to communicate the purpose, status, and benefits of ITIL and Implement or Implementation or Implementing? How can you make your users understand their roles in the new process regime and enforce the new model without taking draconian measures? ITIL and Operational Reporting ITIL and Operational Reporting are complementary to each other.

Operational Reporting plays a very vital role in ITIL process and implementation.

In a distributed IT environment, the delivery of consistent, cost-effective IT service, to business units, is critical and that is possible with constant monitoring and evaluation of ITIL and Operational Reporting.

Service management involves defining levels of availability and performance, ensuring that they are met at the right cost. Challenges include the gathering of diverse data of resource usage and Service Level Object (SLO), bring this data together and manage it, allowing for accurate management reporting and forecasting.

To help large IT organizations in this complex task, ITILSurvival.com builds solutions based on a combination of the some of the best of breed technologies.

The combination of these provides a robust set of service management solutions using expert knowledge and domain expertise in ITIL and Operational Reporting. Fortunately in addition to many training organizations and institutes there are many online courses available to understand the process of ITIL and Operational Reporting. Each course lesson explains ITIL and Operational Reporting with the help of software features, shows the steps to understand and use the applications power and then tests your knowledge with a quiz.

Many sample lessons are included including on report creation and how to revolutionize your management of ITIL and Operational Reporting using the applications sophisticated graphical reporting capabilities.

The main segments of the course cover: Course objectives Reporting Essentials Valuable report design techniques to get you familiar with designing reports Getting Started Design Elements Screen Elements Text Objects Formatting Records Group and Sort Calculations Conditional Reporting Graphic Reporting Reporting from Excel Data Cross-Tabs Sub reports Parameters Exporting For example, if you wish to get further knowledge in ITIL and Operational Reporting then please contact HYPERLINK “http://www.ITILSurvival.com” www.ITILSurvival.com.

We have all Monitoring and Management software and full ITIL and Operational Reporting capability.

The typical course in ITIL and Operational Reporting course schedule typically also covers: Creating Standard Reports without Report Expert Formatting Reports Record Selection in Reports Sorting and Grouping Records Linking Tables/Databases Introduction to Reports Formulae Subtotal & Summary fields Smart Navigation in Reports Creating ‘Top N’ reports Cross-Tab Reports Introduction to Conditional Formatting Report Alerts Parameter Fields for multi-purpose reports Inserting Graphs Introduction to multiple Sections Report distribution More on Formulae, including Basic syntax Running Totals Expert. The ITIL and Operational Reporting Service Desk (ITIL Survival.com) function and goal: To provide a single point of contact for customers and an operational single point of contact for managing incidents to resolution. To facilitate the restoration of normal operational service with minimal business impact on the customer within agreed service levels and business priorities. Let’s understand the concept of ITIL and Operational Reporting along with their correlation and importance in the subsequent paragraphs. ITIL is a seven book series, in the public domain, that guides business users through the planning, delivery, and management of quality IT services.

ITIL is a set of internationally accepted best practices that assists organizations in aligning IT services with business requirements.

ITIL provides guidance on how to link specific business and service processes together across IT departments to cross-functionally and holistically provide quality IT service support and service delivery to the Customer community. The ITIL Certification Program is based on a “core set” of ten processes and one function.

There are five processes targeted at service support and five processes focused on service delivery.

The VITA Customer Care Center (VCCC) Service Desk interfaces to all ten processes to provide a single point of contact to IT from the Customer community. The Service Support processes and goals: Configuration Management- To identify record and report on all IT components that are under the control and scope of Configuration Management. Incident Management-To restore normal service operation as quickly as possible and minimize the adverse impact on business operations. Change Management-To ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to minimize the impact of change-related incidents and improve day-to-day operations. Problem Management- To minimize the adverse impact of incidents and problems on the business that are caused by errors in the IT infrastructure and to prevent reoccurrence of incidents related to these errors.

Problem Management seeks to get to the root cause and initiate action to remove the error. Release Management- Release Management takes a holistic view of a change to an IT service and should ensure that all aspects of a release, both technical and non-technical, are considered together. The Service Delivery processes and goals: Service Level Management-To maintain and improve IT service quality through a constant cycle of agreeing, monitoring, and reporting to meet the customers’ business objectives Availability Management-To optimize the capability of the IT infrastructure, services, and supporting organization to deliver a cost effective and sustained level of availability enabling the business to meet their objectives Capacity Management-To ensure that all the current and future capacity and performance aspects of the business requirements are provided cost effectively IT Service Continuity Management-To ensure that the required IT technical and services facilities can be recovered within required and agreed timescales.

IT Service Continuity Planning is a systematic approach to the creation of a plan and/or procedures (which are regularly updated and tested) to prevent, cope with and recover from the loss of critical services for extended periods Financial Management-To provide cost-effective stewardship of the IT assets and resources used in providing IT services ITIL and Portfolio Management ITIL and Portfolio Management are tools with clear benefits; among them a holistic view of IT projects across the enterprise and the alignment of IT with corporate strategy.

ITIL and Portfolio Management can help you gain control of your IT projects and deliver meaningful value to the business.

ITIL and Portfolio Management take a holistic view of a company’s overall IT strategy.

Both IT and business leaders vet project proposals by matching them with the company’s strategic objectives.

The IT portfolio is managed like a financial portfolio; riskier strategic investments (high-growth stocks) are balanced with more conservative investments (cash funds), and the mix is constantly monitored to assess which projects are on track, which need help and which should be shut down. Why You Need ITIL and Portfolio Management: Think about how IT investments are managed in your company; do any of the following scenarios rings true? Million-dollar projects, which may or may not match the company’s objectives, are awarded to business units headed by the squeakiest executives; weak IT governance structures mean that business executives don’t have clear ideas of what they’re approving and why; the CIO ends up selling projects that should be generated and sold by line-of-business heads; the company doesn’t build good business cases for IT projects or it doesn’t do them at all; and there are redundant projects. A strong ITIL and Portfolio Management program can turn all that around and do the following: Maximize value of IT investments while minimizing the risk Improve communication and alignment between IS and business leaders Encourage business leaders to think “team,” not “me,” and to take responsibility for projects Allow planners to schedule resources more efficiently Reduce the number of redundant projects and make it easier to kill projects ITIL and Portfolio Management organizes a series of projects into a single portfolio consisting of reports that capture project objectives, costs, timelines, accomplishments, resources, risks and other critical factors. ITIL and Portfolio Management is used to select a portfolio of new product development projects to achieve the following goals: Maximize the profitability or value of the portfolio Provide balance Support the strategy of the enterprise ITIL and Portfolio Management is the responsibility of the senior management team of an organization or business unit.

This team, which might be called the Product Committee, meets regularly to manage the product pipeline and make decisions about the product portfolio.

Often, this is the same group that conducts the stage-gate reviews in the organization. ITIL Applications ITIL Applications are not limited to customer services.

In fact, the backbone of the solution rests upon the automation of internal processes.

When you streamline back-end operations, customer interaction receives a noticeable boost. Adopting ITIL Applications: Devising personalized software solutions can be a bit tricky.

Working with a consulting firm can make the path much clearer.

They can take account of your current status and advise the next best course of action.

They may choose to introduce you to self-help software or help establish best practices service management standards. Realizing that it is time to retool your infrastructure is just part of the work.

In order to settle upon a new plan you need to understand your goals very explicitly.

Business process consultants can present different scenarios so that you can start to develop an idea of where you are headed.

ITIL Applications are designed to make your life easier.

When you integrate them correctly the changes that occur can transform overall performance.

Why wait to update when you are only delaying improvement? ITIL Applications Management CD-ROM: ITIL Applications Management addresses the complex subject of managing applications from the initial business need, through the Applications Management lifecycle, up to and including retirement.

It places a strong emphasis on ensuring that IT projects and strategies are tightly aligned with those of the business throughout the applications lifecycle.

This publication also covers the software development life cycle and provides details on business change and implementation to meet business users’ needs. The best-practice processes described both support and are supported by the British Standards Institution’s Code of Practice for IT Service Management (PD0005), and in turn underpin the ISO quality standard ISO9000. Includes: positioning of Applications Management defining the delivery strategy preparing to deliver the application collaboration and knowledge management Quality Management. ITIL Applications Management is the amplification of the Release Management process specifically focusing on the Application Lifecycle. ITIL Applications Management – the last piece of the ITIL framework! ITIL Application Management addresses the complex subject of managing applications from the initial business need, through the ITIL Applications Management lifecycle, up to and including retirement. In addition, ITIL Applications Management includes the interaction with IT Service Management disciplines contained in Service Delivery, Service Support and ICT Infrastructure Management. ITIL Applications Management – value add! ITIL Applications Management places a strong emphasis on ensuring that IT projects and strategies are tightly aligned with those of the business throughout the applications lifecycle.

This is critically important in ensuring that the business is receiving, and IT is delivering, the proper value for the investments made. ITIL Applications Management – scope! Applications, along with data and infrastructure components, such as hardware, the operating system, and middleware, make up the technology components of IT systems that in turn are part of an IT service. ITIL Applications Management ITIL – holistic! ITIL Applications Management provides a comprehensive, end-to-end description of all the management processes that need to be followed within the lifetime of an application (from conception to retirement).

It provides a holistic description of what needs to be done and by whom.

ITIL Applications Management also establishes a road map that all IT professionals can follow to successfully deliver new and existing applications into the IT environment in a more sustainable manner. ITIL Assessment There are many free self assessment tools and ITIL Assessment Tool available in the market.

You can find one such Free ITIL Assessment Tool at HYPERLINK “http://www.itilsurvival.com/” http://www.itilsurvival.com/ along with other advice and consultancy, right from the experts.

We are discussing other Free ITIL Assessment Tool here in this section. OGC – ITIL Assessment Tool: Based around ITIL, this self assessment tool is a Free ITIL Assessment Tool which guides users through a series of questions to help you evaluate recommendations for improving your ITIL compliance.

This process is one of a number of self-assessments of important processes, enabling you to establish the extent to which your organization has adopted the better practice guidance available from OGC (the Office of Government Commerce). The self-assessment scheme is composed of ITIL Assessment Tool and a simple questionnaire which enables you to ascertain which areas should be addressed next in order to improve the overall process capability.

The ITIL Assessment is based on a generic framework which recognizes that there are a number of structural elements which need to be in place for process management and for it to satisfy the overall intent and meet the needs of the customer. To establish where a particular organization stands in relation to the process capability framework, a variable number of questions should be answered.

The questions are weighted, and the answers lead to whether your organization has passed or failed a particular area. Rationale of the self-assessment scoring system: Level 1: Prerequisites, ascertains whether the minimum level of prerequisite items are available to support the process activities. Level 1.5: Management Intent, establishes whether there are organizational policy statements, business objectives (or similar evidence of intent) providing both purpose and guidance in the transformation or use of the prerequisite items. At the lowest levels of the framework model, the questionnaire is written in generic terms regarding products and activities.

At higher levels more specific ITIL terms are used, based on the assumption that Organizations’ achieving higher level scores are more likely to use the ITIL vocabulary. Level 2: Process Capability, examines the activities being carried out.

The questions are aimed at identifying whether a minimum set of activities are being performed. Level 2.5: Internal Integration seeks to ascertain whether the activities are integrated sufficiently in order to fulfill the process intent. Level 3: Products, examines the actual output of the process to enquire whether all the relevant products are being produced. Level 3.5: Quality Control is concerned with the review and verification of the process output to ensure that it is in keeping with the quality intent. Level 4: Management Information is concerned with the governance of the process and ensuring that there is adequate and timely information produced from the process in order to support necessary management decisions. Level 4.5: External Integration, examines whether all the external interfaces and relationships between the discrete process and other processes have been established within the organization.

At this level, for IT service management, use of full ITIL terminology may be expected. Level 5: Customer Interface is primarily concerned with the on-going external review and validation of the process to ensure that it remains optimized towards meeting the needs of the customer. The goal of the self-assessment questionnaires and ITIL Assessment Tool is not to test whether there is complete conformance with ITIL.

The aim is to give the self-assessing organization an idea how well it is performing compared to ITIL best practice.

The questionnaire also aims to create awareness of management and control issues that may be addressed to improve the overall process capability. Microsoft – Self Assessment ITIL Assessment Tool: Based around Microsoft’s Operations Framework, this self assessment tool is a free online tool which guides users through a series of questions to help you evaluate recommendations for improving your Microsoft operational environment. The most important need of your enterprise is making sure the service you provide is reliable—that it is safe from security threats and available when customers need it, anytime, without unplanned downtime.

Achieving this takes more than great technology (fortunately there are many ITIL Assessment Tool available); you need a well operated environment with all application and system services aligned to processes and procedures.

Using the guidance from an Operations Assessment can help you manage Microsoft® Windows® in an information technology (IT) environment of all sizes and styles.

Microsoft Solutions for Management (MSM) provides the know-how to achieve operational excellence of the Microsoft platform. For executives, understanding their own IT operations is a crucial responsibility because of the potential for serious disruption to their enterprise.

According to industry analysts, 80 percent of unplanned downtime is due to failures related to people and process.

What can Microsoft do to improve an IT operational environment? By providing high-quality products and solutions, Microsoft ensures that customers use its technologies to their full capability and so ITIL Assessment Tool do the same.

These solutions include guidance and services with regard to people and process.

Microsoft understands business complexities.

It has spent thousands of hours building solutions that help organizations implement, deploy, and operate IT environments of all sizes and styles. ITIL Asset Management ITIL Asset Management is the core of a sound infrastructure management solution.

You have to know what you own, where it is located, and how it is configured before you can measure it, service it, secure it, change it, or manage it.

Lifecycle asset management processes based upon best practices are key to accurate data and accurate data is key to making proper business decisions.

In today’s competitive business environment, only the strongest and most vital organizations will survive.

The discipline of comprehensive ITIL Asset Management can streamline internal operations, align resources to maximize value and identify and minimize dangerous discrepancies. ITIL Asset Management is a powerful tool that helps you make those decisions; it will assist you in managing your assets, the contracts associated with those assets, and associated costs – from cradle to grave.

Throughout each phase of the asset’s life, ITIL Asset Management enables your company to realize a greater return on your investments by reducing the total cost of ownership and improving productivity.

The assets that your organization invests in must fulfill their objectives, stay productive, be cost effective and provide business value.

As your infrastructure becomes increasingly complex and critical to executing your enterprise business strategy, you need to effectively manage your assets.

While ITIL Asset Management systems maintain details on assets above a certain value, their business unit and their location 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. The object of 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.

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. The assets that your organization invests in must fulfill their objectives, stay productive, be cost effective and provide business value.

As your infrastructure becomes increasingly complex and critical to executing your enterprise business strategy, you need to effectively manage your assets.

Managers who are responsible for large asset pools need to exercise strong control over the investment process in order to reduce risk.

ITIL Asset Management process must be designed to produce consistent returns over time to ensure control, maximize return and minimize risk. Asset Management (referred to as Configuration Management in ITIL) is at the core of effective help desk and service management.

The quality of data within the Asset Register affects the efficiency of the entire corporate service management strategy, as all processes utilize and feed into asset management.

ITIL Asset Management is more than a simple registry of physical assets; it includes documentation, service level agreements, service catalogs, warranties and knowledge.

It enables the enterprise to manage the evolving relationships of those assets with customers, internal departments and locations, other organizations and external suppliers. ITIL Asset Management enables IT to assess the current state of the IT infrastructure at any time.

By providing comprehensive and up-to-date configuration details, Asset Management software provides a huge strategic advantage by empowering a business to: Anticipate impacts on IT services that result from a change Identify problem trends for an asset Quantify an asset failure’s impact on a business Manage lease and maintenance costs Manage software license and upgrade costs. ITIL Asset Management Suite: Asset Management Suite™ helps organizations maximize existing IT investments through active asset management by eliminating unnecessary software and hardware costs, managing contracts and entitlements, aligning service resources with IT Infrastructure Library (ITIL) standards, and realizing asset total cost of ownership (TCO).

ITIL Asset Management Suite enables your IT organization to implement a series of solutions targeted at solving immediate problems while helping you build a roadmap for the future.

Asset Management Suite is segmented into a three-tiered solution.

Each solution is defined by different levels of maturity.

The suite levels are designed to help guide your IT organization as it matures, and align your organizational resources to industry standards and best practices ITIL Automation Some areas of Service Management are too resource intensive to be performed effectively without automation.

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

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

Ultimately this leads to ITIL Automation.

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

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

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

Service Level Management is also responsible for continuously improving service levels in line with business processes, with a SIP, coordinating other Service Management and support functions, including third party suppliers, reviewing SLAs to meet changed business needs or resolving major service issues and producing, reviewing and maintaining the Service Catalogue using ITIL Automation tips and techniques. ITIL Awareness Quite often IT Professionals, Managers and Consultants are hearing ITIL being bought up in conversations but they either don’t understand the concept or they treat it as “dreaded devil” due to lack of knowledge and exposure, but there is no need to feel that way now, because we have state-of-the-art ITIL Awareness Course specifically designed for beginners. This short ITIL Awareness Course provides the participant with an overview of just what ITIL is.

This e-Learning ITIL Awareness Course provides an excellent conceptual overview of the ITIL Framework and what makes it such a commonsense methodology. The Art of Service is accredited to provide IT Service Management training, with the Global accreditation board (EXIN).

All eLearning Prices for ITIL Awareness Course are in $ US – all incl taxes.

For more details about ITIL Awareness Course, please visit: HYPERLINK “https://secure1.websitecomplete.com/itilsurvival/shop/showProd.asp?prod=220” https://secure1.websitecomplete.com/itilsurvival/shop/showProd.asp?prod=220 Let’s have a glance over ITIL Awareness Course and Course Curriculum: 1.

Introduction: – Structure of the library – ITIL’s and It Service Management’s key concepts and objectives – Certification program overview: Foundation, Practitioner and Service Manager levels – Overview of relationships between the ITIL processes 2.

Descriptions of the goals, objectives, activities, relationships in the Service Support (operational) processes and the Service Desk function: – Service Desk – Incident Management – Problem Management – Configuration Management – Change Management – Release Management 3.

Descriptions of the goals, objectives, activities, relationships in the Service Delivery (tactical) processes: – Service Level Management – Financial Management for IT Services and IT accounting – Availability Management – Capacity Management – IT Service Continuity Management – Security Management Similarly, in addition to ITIL Awareness Course, there are other courses which are discussed below: ITIL online course “Foundations” – Relatively new course programs that are designed to give the participant the flexibility that a attendance type course cannot ITIL online course “Foundations”– what to expect: ITIL Online course should be conducted in a virtual classroom, accessible through the Web.

This removes the need to schedule time off for critical members of your organization for training.

This allows far more flexibility as this type of course allows people to study at a time and place that is convenient to them. ITIL online course “Foundations”– who should participate? Anyone dealing with any delivery of IT Services, from Senior Managers to Help Desk personnel.

The course should explain in detail the 10 core processes and the Service Desk function of the ITIL framework, 5 Service Support (Incident Management, Problem Management, Change Management, Release Management and Configuration Management) and 5 Service Delivery processes (Service Level Management, IT Financial Management, Capacity Management, Availability Management, IT Service Continuity Management). ITIL online course “Foundations”– Let’s not forget Security! One point that concerns me is the number of organizations offering these courses that have not included Security Management.

These courses must also cover Security Management as this is a requirement of the accreditation agencies! It should explain the concept behind the framework, relationships between processes and teach students how to communicate using a common language that ultimately leads to a more efficient, cohesive environment.

This can be done through a number of individual methods such as streaming broadcast or interactive modules. ITIL is a seven book series, in the public domain, that guides business users through the planning, delivery, and management of quality IT services.

ITIL is a set of internationally accepted best practices that assists organizations in aligning IT services with business requirements.

ITIL provides guidance on how to link specific business and service processes together across IT departments to cross-functionally and holistically provide quality IT service support and service delivery to the Customer community. The ITIL Certification Program is based on a “core set” of ten processes and one function.

There are five processes targeted at service support and five processes focused on service delivery.

The VITA Customer Care Center (VCCC) Service Desk interfaces to all ten processes to provide a single point of contact to IT from the Customer community. The Service Support processes and goals: Configuration Management- To identify record and report on all IT components that are under the control and scope of Configuration Management. Incident Management-To restore normal service operation as quickly as possible and minimize the adverse impact on business operations. Change Management-To ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to minimize the impact of change-related incidents and improve day-to-day operations. Problem Management- To minimize the adverse impact of incidents and problems on the business that are caused by errors in the IT infrastructure and to prevent reoccurrence of incidents related to these errors.

Problem Management seeks to get to the root cause and initiate action to remove the error. Release Management- Release Management takes a holistic view of a change to an IT service and should ensure that all aspects of a release, both technical and non-technical, are considered together. The Service Delivery processes and goals: — Availability Management-To optimize the capability of the IT infrastructure, services, and supporting organization to deliver a cost effective and sustained level of availability enabling the business to meet their objectives Capacity Management-To ensure that all the current and future capacity and performance aspects of the business requirements are provided cost effectively IT Service Continuity Management-To ensure that the required IT technical and services facilities can be recovered within required and agreed timescales.

IT Service Continuity Planning is a systematic approach to the creation of a plan and/or procedures (which are regularly updated and tested) to prevent, cope with and recover from the loss of critical services for extended periods Financial Management-To provide cost-effective stewardship of the IT assets and resources used in providing IT services ITIL Based Jobs New York City There are many ITIL Based Jobs New York City, for example one such posting is for the post of Analyst II, Project Office Company: Altria Corporate Services, Inc. Location: US-VA-Richmond Base Pay: N/A Employee Type: Full-Time Employee Industry: Computer Hardware Computer Software Consumer Products Job Type: Design Engineering Information Technology Req’d Education: 4 Year Degree Req’d Experience: More than 5 Years Req’d Travel: Up to 25% Relocation Covered: No — Assisting in execution of project audits.

Assist in preparation for and compliance for corporate audits. Assisting in ensuring PMPM2002 project compliance.

Ensure Project Office reporting quality and adherence to reporting schedules. Assisting in continuous improvement of processes and procedures across departmental boundaries. Assisting in the planning of activities to proactively support departmental and customer needs.

Prepare information for presentation to internal and external customers. Serving as backup to other departmental resources as needed. You will posses: 5 + years of experience in Information Technology/Services. Proven skills in SQL Server, Crystal Reports, Microsoft Office Suite, Visio. Knowledge of Project Management.

Information Technology Infrastructure Library (ITIL). Ability to adjust to an ever-changing internal and external environment.

Needs to be able to read these environments and adapt the plans accordingly.

Ability to manage ambiguity and develop unique approaches. Proven analytical and prioritization skills.

Capability to handle multiple tasks and work independently. Domestic travel required.

May require international travel. Dedicated team player with attention to detail and commitment to excellence. In case you have not heard of Altria group and its companies: Altria Group, Inc.

Is the parent company of Kraft Foods inc., Philip Morris International Inc., Philip Morris USA inc.

And Philip Morris Capital Corporation. The brand portfolio of Altria Group’s consumer packaged goods companies includes many familiar tobacco and food names such as Kraft, Jacobs, L&M, Marlboro, Maxwell House, Nabisco, Oreo, Oscar Mayer, Parliament, Philadelphia, Post and Virginia Slims.

Altria Group’s operating companies sell over 10,000 brands in 150 countries around the world. Another sample posting for ITIL Based Jobs New York City is for Services Management – Cable Industry.

Let’s see some more details about this ITIL Based Jobs New York City. Exciting opportunity for a qualified professional with experience delivering leading Cable MSO/Service Provider network, systems and services management initiatives.

Our Infrastructure Solutions Services Management (SM) practice provides assessment, design/redesign and implementation solutions for Service Providers based on an effective service delivery/support model focusing on Service Assurance. We are looking for a proven practitioner in the Services Management realm who can plan and deliver SM projects, mentor other consultants, and help support business development opportunities.

Must be willing to travel. Responsibilities for ITIL Based Jobs New York City: Primary responsibilities will be: Manage one or more Services Management projects through assessment, design and/or implementation phases Provide leadership on Service Assurance management technologies and processes Manage client relationships in sales and delivery roles Contribute to the growth of the SM practice through business development and sales support Mentor and manage other team members Develop Service Assurance solutions and teams around new/emerging services like VoIP, VoD etc. Requirements for ITIL Based Jobs New York City: Strong background in Service Assurance operations and/or support (4+ years) Some development/coding background a definite plus Strong background in Network, Systems and/or Service Management initiatives (2+ years) Strong experience with one or more leading Service Assurance tools (EG

Micromuse Netcool, HP OpenView, Remedy, Stargus, Auspice, C-Core, etc.) Experience in operational processes design and improvement and methodologies (EG

ITIL, TOM) Strong Microsoft Office skills – Excel, Word, PowerPoint, Visio, Access Strong client-facing skills – assertiveness, strong communications skills, leadership, self-starter, etc. Excellent verbal and written communication skills Project Management skills: Willing to travel (80%) For more ITIL Based Jobs New York City along with other cities and parts of the world you can visit them at: HYPERLINK “http://www.itiljobs.com” http://www.itiljobs.com ITIL Benefits ITIL is the IT Infrastructure Library and ITIL® is a Registered Trade Mark and a Community Trade Mark of the Office of Government Commerce.

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

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

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

ITIL focuses on best practice, and as such can be adapted and adopted in different ways according to each individual organizations needs. ITIL (Information Technology Infrastructure Library) is a set of best practices standards for Information Technology (IT) service management.

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

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

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

In addition to texts, ITIL services and products include training, qualifications, software tools, and user groups such as the IT Service Management Forum (itSMF), all of which you can find details of on this website. Let’s see the ITIL Benefits: ITIL offers a systematic, professional approach to the management of IT service provision.

Adopting its guidance can provide benefits such as: Increase Customer Satisfaction with IT services Reduce the risk of not meeting business requirements for IT services Reduce costs when developing procedures and practices within an organization Better communication and information flows between IT staff and customers Standards and guidance for IT staff Greater productivity and better use of skills and experience A quality approach to IT services ITIL Benefits to IT service Customers, such as: Reassurance that IT services are provided in accordance with documented procedures that can be audited The ability to depend upon IT services, enabling the customer to meet business objectives The identification of contact points for enquiries or condition changes Provision of feedback from SLA monitoring ITIL is from the concept no check list, as one has to develop the ideal-typical management of a IT infrastructure.

The advantage and ITIL Benefits are rather in the fact that one falls back with the structure of an individual IT management to documented Best Practices and so that can jump over expensive learning curves.

In addition the advantages of the standardization represented by ITIL are obvious: Modules and process goals of the IT management are defined and can be compared and evaluated with one another. Many organizations have embraced the ITIL concept because it offers a systematic and professional approach to the management of IT service provision along with other ITIL Benefits.

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

Such ITIL 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. ITIL Benefits of using the ITIL framework: Increase customer satisfaction with IT services Reduce risks and costs Standards and guidance for IT staff A quality approach to IT services Let’s see Why ITIL Can Help along with other ITIL Benefits: Many executives express frustration as they attempt to reign in the chaos and expense associated with their IT investments but find little in the way of substantive guidance.

The IT Infrastructure Library (ITIL) has emerged as the worlds most widely accepted approach to the management and delivery of IT Services. Gartner measurements on ITIL Benefits show that the overall results of moving from no adoption of IT Service Management to full adoption can reduce an organization’s Total Cost of Ownership by as much as 48%.

ITIL currently has over 100,000 certified (trained) professionals and consultants, primarily in Europe, Australia and Canada, with only a small fraction of those certified professionals residing or practicing in the U.S. By adopting IT best practices, what type of ITIL Benefits can an organization expect? Beyond the quantifiable ITIL Benefits, delivered from the implementation of ITIL, there are also qualitative ITIL Benefits.

Successful introduction of IT Service Management with ITIL should deliver type of ITIL Benefits to organizations: Improved Customer Satisfaction Improved ROI of IT Improved Morale of Service delivery and recipient staff Reduced staff turnover Lower costs of training, especially as the ITIL standard become widely adopted Improved systems/apps availability Improved IT employee productivity Reduced cost/incident Reduced hidden costs that traditionally increases substantially the TCO Better asset utilization The economic impact of an organization adopting ITIL along with other ITIL Benefits will be felt in all of the areas listed above.

The ITIL Benefits can also be viewed in terms of direct savings and indirect, the later being derived as a result of the strategy but not directly related to the actions being taken, such as minimizing the missed opportunity costs, the cost of not been able to operate.

These indirect ITIL Benefits as well as the direct benefits may vary greatly from one organization to another. ITIL Best Practice 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 Practice.

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 Practice.

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 Practice is the best identified approach to a situation based upon observation from effective organizations in similar business circumstances. The ITIL Best Practice 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 Practice 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 Practice requires an IT Management software solution that is 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 a ITIL Best Practice engine based on ITIL guidelines. In the end, the best solution will be determined by your projections of future needs using ITIL Best Practice.

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 Practice.

The ITIL Best Practice contains a self-assessment of the capacity management discipline.

Read more about ITIL : ITIL Communication Plan To be successful with ITIL process implementation….:

Accredited ITIL Foundation, Intermediate and Expert Certifications

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

ITIL and ITIL : ITIL Communication Plan To be successful with ITIL process implementation….

ITIL - ITIL : ITIL Communication Plan To be successful with ITIL process implementation….

ITIL and ITIL : ITIL Communication Plan To be successful with ITIL process implementation….

ITIL - ITIL : ITIL Communication Plan To be successful with ITIL process implementation….