ITIL Service Management Process : The German Air Traffic Control Real life feedback from The….

ITILITIL Service Management Process : The German Air Traffic Control Real life feedback from The….

8.

Institutionalizing the change Change needs to be institutionalized within the organization.

Many changes fail because they are not consolidated into everyday practices.

Institutionalizing change means showing how new working practices have produced real gain and benefits, and ensuring that the improvements are embedded in all organizational practices. Often the CSI team is disbanded before the working practices are institutionalized; there is danger that people may revert to old working practices, but this cannot be allowed to happen.

CSI must be a way of life, not a reaction to a failure of some description. 296 CASE STUDIES 1.

The German Air Traffic Control Real life feedback from The German Air Traffic Control2 who implemented Service Level Management in 2005 as part of their ITIL Service Management process implementation: “Today the most critical factor for IT-organization or service provider is the “full-life-support” of the business processes.

The ITIL standard is best practice method for reorganization into a customer 297 oriented service provider.

It is recommend realizing the ITIL processes via organization project.

Therefore it is necessary to work out a detail project plan. The implementation time for the ITIL processes depends on the complexity of IT-organization and on the ITIL process itself.

The experience for complex companies shows the following time periods. Incident Management 6-18 months, Configuration Management 3-9 months, Problem Management 5-8 months, Change Management 3-4 months, Release Management 2-3 months, Availability Management 4-8 months, Financial Management 6-12 months, Service Level Management 6-9 months. After the implementation of ITIL it is necessary to define the services and service modules of the IT-organization; to describe them in detail and to calculate the costs and prices for every service as well as to provide the service via Service Level Agreement.” 2.

Telecom company 298 — 404 goods 60, 109 governance 7-8, 82, 103-5, 125-6, 259, 317, 387 government 145, 158, 168 graduates, hardcore business 215 graphics 25 ground, common 127-8 groups 20-1, 49, 76, 103, 124, 143, 151, 275-6, 290, 334, 355, 357, 365-6 niche 151 professional 159 GSE 140 guidance 3, 242, 244, 265 guide 3, 12, 24, 32, 98, 109, 116, 145, 149, 190, 193, 199, 208, 221, 223 Guide to Getting Entry Level Jobs 12, 193 H handling network management 90 hardware 33, 37, 40, 43-4, 48, 59, 71-3, 75, 82, 117, 124, 133, 137-8, 242, 330 hardware asset management 48 Harvard Business School 289 headhunters 5, 51-2 highlight 104, 152-3, 161, 177 Highly Competitive Computer Jobs Market 9 Highly Competitive Computer Jobs Market Computer 142 hiring, companies approach 3 hiring managers 152, 182-3, 189, 216 hiring process 155, 186 home 25, 144, 148, 186, 214 Home Jobs Work 214 Hot Online Jobs 10, 147 Hot Tips to Build Lasting Careers 11, 167 hours 29, 31, 148, 166, 181 flexible 208 HR 267, 269 HR managers 161 Human Resource Manager 170 Human Resources Management 151 Hybrid Organization Structures 371 I IAEWS (International Association of Employment Web Sites) 151 impact 78, 120, 134, 164-5, 170, 255-6, 266, 272, 275, 277, 341 implementation 13, 33, 53, 66, 73, 81, 89-90, 100, 103, 106, 135, 243-4, 247, 259, 318, 389-90 [4] Implementation of Service Strategy 13 IMPLEMENTATION of SERVICE STRATEGY 248 implementation process 257 implementation project 247 Implementing Service Design 13, 254, 257 Implementing service management improvements 293 405 Implementing Service Management Technologies 277 Implementing Service Operation 13, 272, 374 Implementing Service Transition 13, 265, 353 implications 164-5, 311, 313 Important Guidelines in Finding Executive Jobs 10 impression 200, 207-8, 221 Improvement Process 259, 379 7-step 378 improvements 74, 139, 241, 250, 259, 261, 293-4, 299, 310 inception, project’s 297 Incident and Problem Management process 354 Incident Closure process activity 360 Incident Escalation process activity 360 Incident Identification process activity 359-60 Incident Management 101, 278, 296 defined 360 Incident Management Roles 371 Incident Management technology 372 Incident Prioritization process activity 360 Incident/Problem Management 275 incidents 61, 99, 255, 276, 278-9, 313, 325 indeed.com 147, 194, 197 individuals 76, 134, 174-5, 183, 187, 189, 191, 273 industry 27, 47, 52, 66, 69, 72-4, 93, 96, 100, 105-6, 122, 124, 129, 139, 174-5, 191 [11] influence businesses 46 information 2-3, 20-1, 24-5, 27, 29-30, 38, 47, 54-5, 130-1, 149-50, 1846, 188, 198-9, 223, 261-2, 366 [20] defined Availability Management’s 323 asset 49 background 26 important 24, 184, 188 interviewer 29 operations-related 68 personal 68, 175, 187 information infrastructure 90, 105 information life cycle management 39 information management 106, 361 information Management 347 defined Access Management’s 364 defined Capacity Management’s 322 defined Event Management’s 359 defined Incident Management’s 360 defined Information Security Management’s 326 defined Problem Management’s 363 defined Service Continuity Management’s 324 defined Supplier Management’s 327 Information Management and Systems 52 information security 89, 111 information security management 89, 368 406 Information Security Management’s Management of security 325 Information Security Management’s Security Controls 325 Information Security Policy Management System 325 information systems 33-4, 53, 84, 99, 110 information technology 4, 32, 44-6, 53, 60, 66, 69-71, 73-6, 79, 92, 94, 100, 109, 121-3, 132-3, 219 [1] managing 101 information technology industry 71, 77 Information Technology Infrastructure Library, see ITIL Information Technology Jobs 13, 219 Information Technology Management 70 Information Technology Manager 32 information technology providers 92 Information Technology Service Management 100 information technology staffs 91 Infra-structure Management Services 106 infrastructure 53-4, 71, 77-8, 92, 99, 102-3, 107, 139, 270, 316, 356, 365 infrastructure management 8, 106 infrastructure management services 106 Initial Diagnosis process activity 360 input 61, 95, 182, 248, 255, 273, 290, 311, 340, 342-7, 352, 384 Inputs 321-5, 327, 345, 359-62, 364, 384 Insider Tips to Find Jobs Online 10 Insider Tips to Find Jobs Online Finding 160 installation 33, 73-4, 352 institutes 88-9 Integrated CMS 372-3 Integrated Service Management Technology 372 interests 20, 22, 25-9, 146-7, 161, 188, 192, 197, 199, 201, 203, 214, 233 interfaces 83, 95, 269, 279, 321-5, 327, 334, 338, 355, 359-62, 364, 377 inter-process 340, 342-7 Interim Change Management 281 International Association of Employment Web Sites (IAEWS) 151 International Organization for Standardization 36 International Standards Organisation (ISO) 36, 242 internet 122, 146, 212, 220 Internet 10, 19, 21, 25, 30, 78, 91, 145-6, 153-5, 160, 162-3, 170-1, 174, 179, 186, 191-2 [3] Internet job 188-9 Internet Jobs Welcome Job Seekers 11, 188 Internet/Web Management Mainframe 368 internships 12, 22, 200-1 interview 3, 18, 21-2, 25, 28-9, 151, 160-1, 165-6, 171-2, 181, 188, 190, 194, 196, 201-2, 220-2 [2] informational 19 job employment 201-2 interview process 183 dreaded 165 interviewers 20, 28-9, 161, 165-6, 169-70, 200-1 Introducing Service Transition 265 407 introduction 53, 66, 100, 128, 135, 263, 265-6, 284, 365 Introduction to Service Management 101 inventories 63, 72, 82-3, 96, 132-3 inventory management software 48 inventory management system 47-8 Investigation and Diagnosis process activity 360 investments 8, 33-4, 37, 40, 44, 54, 56-7, 59, 80, 97, 102-4, 106-7, 1257, 132, 217, 314 [1] ISC 140 ISO (International Standards Organisation) 36, 242 ISO/IEC 36, 242 IT-dependent companies 63 IT-Enabled Services 151 IT-organization 295-6 IT Service Management (ITSM) 4-5, 7-8, 13, 36, 54-6, 58-9, 62, 65, 100-1, 107-8, 112-13, 119-20, 242-4, 257-8, 263, 386-7 [3] italics 25 ITIL (Information Technology Infrastructure Library) 13, 54, 62, 65, 90-2, 108, 113, 127-8, 240-1, 244, 246, 295-6 ITIL certification 36, 240 ITIL implementation 243-4, 247, 296, 298 ITIL implementation project 297 ITIL Implementation project 389 ITIL management 108 ITIL Management 7, 98 ITIL management field 98 ITIL management service 108 ITIL Management Service 8, 99, 108-9 ITIL Management Service case study 99 ITIL Management Service solutions 99 ITIL Management Service Study 98 ITIL Management Services uses 108 ITIL process approach 36 ITIL processes 296 ITIL Security Management 89-90 ITIL Security Management Change Management 89 ITIL Security Management plans 89 ITIL service improvements 381 ITIL service management 108-9 ITIL Service Management 243, 246 ITIL Service Management process implementation 295 ITSM, see IT Service Management ITSM process roles 287 ITSM processes 261 ITSM support tools 277 ITSM tools 278, 281 J job alerts 197-8 job applicants 177-8, 180-2, 187 408 job applications 172, 184, 202 Job bank 10, 147, 151, 160, 197 job boards 13, 19, 22, 144, 152-3, 181, 224-5 job career 206 dream 12, 205-6 job description 11, 25, 90, 143, 149, 151, 169-70, 227 job employment 12, 201 job finder 11, 179 job hunters 143, 155, 196 job-hunters 224-6 job hunting 12, 19, 146, 150, 160, 184, 195-6, 206-7 job-hunting 225-6 job listings 19-20, 145, 151, 175-6, 179, 186 best 175, 178 good 175, 178 reliable 175 job management 117-18 job management system 117-18 job market 118, 142, 152, 159, 177, 185, 193, 208, 228 hidden 11, 16-17, 185 job network 16-17, 160 job openings 17, 19, 21, 159, 162, 174, 177-8, 180, 185, 206-7, 209, 216, 237 executive 143-4 international companies post 145 job opportunities 12, 16, 21, 159, 175-6, 189, 191, 210, 215 hidden 10, 159-60 job placement services 21 job postings 160, 162-3, 224 job process 204 job search 11-12, 20, 52, 143, 146, 170-1, 186, 194, 197-8, 220-1 job-search 191 job search engines 13, 147, 170-1, 186, 197, 225-6 job search methods 4, 17-18 job search resources 186 job seeker plans 179 job seekers 10-11, 16-17, 20-1, 143, 147, 152-3, 171, 174-6, 178-80, 183-5, 187-8, 190-1, 194-8, 220 Job Service 20 job sites 174-6, 178, 181, 184, 186, 212 free 176, 181 non-free 11, 176 popular 175 job skills 230 job titles 23-4, 53, 147, 206 job vacancies 147, 205, 210, 212 job websites 12, 197-8, 205, 212 jobs 3-5, 10-13, 16-20, 22-31, 67-8, 117-20, 126, 142-51, 158-61, 16791, 193-207, 219-22, 225-7, 229-33, 235, 237-8 [13] administrative 171 409 available 144-6, 150, 152 best 16, 170-1, 198 competitive 147 computer 142-3 contracting 156 dream 150, 200, 204 engineering 227 entry-level 193-4 executive 143-4 fitting 163 full-time 196 fulltime 200-1 government 158, 197 hidden 4, 16 home 12, 214 international 145 local 145, 153-4 low-paying 193 mediocre 168 next 229-30, 232, 235, 237 office 144, 153 open 18, 185 part-time 70, 224 perfect 209 post 160, 162 posting 162-3 real 175-6, 178 right 144, 147, 150, 220 stable 207 telecommuting 181 temp 10, 155-6 temporary 156 Jobs Careers 11, 180 jobs employment 191 overseas 191 jobs importance 29 jobs list 145, 153 Jobs Management 8, 117 jobs online 11, 145, 160, 179, 186 jobs requirements 22 Jobs Search Efforts 10, 146 jobs services 143 jobs sites 145 jobs website 220 jobseekers 162 jobsonwallstreet.com 152 Joining community organizations 207 junior level management 143 jurisdiction 56, 82 justification 266, 369 410 Justification of Service Transition 353 Justifying Service Transition 266 K Key performance indicators 335, 340, 342-7 keywords 20, 25, 147, 161, 197 Know-ledge Management 347 knowledge 3, 34, 61, 65, 70, 88, 95, 100, 109-10, 112, 121, 135, 199, 208-9, 283-4, 346-7 [6] Knowledge Management 121-2, 347 knowledge management process 346 knowledge management project 121 Knowledge Management Strategy 347 knowledge management system 347 knowledge management tools 386 KPIs defined Access Management’s 364 defined Availability Management’s 323 defined Capacity Management’s 322 defined Event Management’s 359 defined Incident Management’s 360 defined Information Security Management’s 325 defined Problem Management’s 363 defined Service Catalogue Management’s 321 defined Service Continuity Management’s 324 defined Supplier Management’s 327 L labor market 168-9 labor unions 20 language 64, 76, 127 latest trends 4, 41, 46, 111, 146 leaders 69, 86, 116, 129, 135 leadership 32, 35, 45, 69, 99, 113, 119, 135, 260, 289 leadership skills 70, 135 letters 18, 22, 24-5, 150, 180, 187-8, 191, 194-5, 198, 200 Level Manager 286 levels managerial 27, 70 service outage 256, 335 liability 2, 41, 50 libraries 19, 26-7, 31, 240 licences 277-9 dedicated 278-9 life cycle 4, 38, 49, 103 life cycle management 48-9, 82 life cycle process 82 lifecycle 240, 250, 258, 337, 339, 354, 376 lifetime 170, 193 listings 19, 174-5, 181, 191, 205, 352 411 bogus jobs 175 Local jobs list 153 local processors 108 location 23, 26, 63, 83, 147, 181, 186, 197-8, 203, 281, 303 target 281-2 log 110, 279, 282 Long-term projections of employment 27 lots 145, 147, 150, 155-6, 158-60, 162-3, 209, 211-12, 215 M magazines 26-7 maintenance 32-4, 53, 65, 73-4, 84, 95, 117, 124, 284, 357 preventive 50, 93, 96 Maintenance Management 64 maintenance management problems 63 maintenance service 63 Major outputs 330-1 Major Problem Review process activity 362 management 4-9, 37-8, 40-8, 56-7, 59-61, 65-9, 73-4, 79-82, 87-9, 91-3, 97-8, 101-5, 107-10, 114-17, 119-21, 136-8 [24] complete 136 content 121, 351 contract 43, 326 contractual 334 cost 71, 120 department 70 direct 34 disposal 49 effective 66-7, 116 efficient 43 engineering 41 facility 96-7 general 45 inform 117 institution 111 inventory 4, 47-8 investment 80 mainframe 367-8 materials 96 meta-data 105 metadata 8, 105-6 network 35, 367 operation 60 practice 35 process 70 product 39 quality 58, 130 senior 291 stakeholder 349 storage 38 412 strategic 94, 115 test 351 management activities 106 defined Generic Technical 369 management agencies 7, 92-3 management analysis 98 Management and Business Impact 4, 37 Management Applications Microsoft 102 management challenges 5, 63 management challenges head 63 management checklists 330 Management Choosing 90 Management Consultants 91 management control 258 management courses 46 management decisions 37 management department 70 management documents 85 management duties 71 management field 88 management function 92 management information 98, 282 Management Information System (MIS) 35, 45, 52-3 management information technology 38 Management IQ and EQ 66 Management job 51-2 management life cycle 38 management lifecycle 51 management metrics 121 Management Metrics Service Metrics 121 Management MIS 5, 52 management module 278 Management of Data/information technology 328 Management of Data resources 328 Management of data standards 328 Management of information processes 328 Management of software licensing 82 management operations 111 Management Organization 7, 94 clear Application 370 clear Technical 369 Management Outsourcing 122 Management Oxley Risk Sarbanes 6 Management Oxley Risk Sarbanes Section Solution 78 management partners 51 management per se 119 management personnel 128 management policies 74 management Policies 345 Management Policy 6, 73

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