The power of the cloud is clearly apparent when you look at the (growing) list of organizations which are using the technology. For instance, NASA’s use of cloud computing in the Mars “Curiosity” mission is pretty much legendary at this point. Well, in the same way that cloud technologies can deliver amazing power and control [...]
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Confused about Cloud Computing? According to recent data, the average person is still in the dark about the Cloud Chances are, if you ask the average person what cloud computing is and how they feel about it you’re going to get some wildly mixed responses. The fact is, most people still don’t have a clue [...]
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Cloud Computing just received a major performance upgrade courtesy of some fresh architecture from Profitbricks Cloud Computing and Profitbricks While Cloud Computing is already known for its high performance-related power attributes, given recent news, it appears that we still haven’t “hit the ceiling” in terms of computing muscle. Enter ProfitBricks: a provider specializing in [...]
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All about Cloud Computing databases Simply put, a database is a collection of data. Likewise, databases have been around for as long as computers have existed (even a simple hard drive is an example of a database). However, what gives form and shape to any database is not necessarily its “container” or housing, but [...]
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A closer look at Google’s new cloud offering, Compute Engine (IaaS) Google’s unveiling of the Compute Engine service is certain to provide Amazon’s EC2 with some stiff competition. Just what is Compute Engine, you ask? Google’s new IaaS (Infrastructure as a Service) offering is a platform for running massive computing workloads. Among other things, [...]
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A benchmark captured and used as a reference point for later comparison. It is important that baselines as documents are recognized and accepted throughout the organization. Baseline must be established at each level: strategic goals, and objectives, tactical process maturity and operational metrics and KPIs. Examples 1. A Service Level Achievement Baseline can be used [...]
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ITIL® Intermediate Lifecycle program: Continual Service Improvement store.theartofservice.com/itil-2011-intermediate-lifecycle-program-continual- service-improvement.html This Continual Service Improvement Lifecycle Program provides a comprehensive study of the ITIL® 2011 phase of Continual Service Improvement and where it … There are 3 types of metrics that an organization will need to collect to support CSI activities as well as other process activities: * Technology Metrics: Often associated with component [...]
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Event Management Toolkit store.theartofservice.com/event-management-toolkit.html Discover the tried and tested solution to ALL of your Event Management problems! We have created a PRACTICAL and CONVENIENT method of providing your organization with the secrets to succeeding in the implementation of Event Management. The information delivered within the toolkit is based on the ITIL® framework, specifically the Service Operation stage, which incorporates the updated [...]
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Good Service Design means it is possible to deliver quality, cost-effective services and to ensure that the business requirements are being met. It also delivers: * Improved Quality of Service * Improved Consistency of Service * Improved Service Alignments * Standards and Conventions to be followed * More Effective Service Performance.
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The information within the SCD will provide a complete set of reference information for all Supplier Management procedures and activities needed across the Service Lifecycle. Such activities include: Service Design * Evaluating which components of service provision should/could be provided by an external supplier or partner * Supplier categorization and maintenance of the SCD * [...]
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Supplier service improvement plans (SSIP): Used to record all improvement actions and plans agreed between suppliers and service providers. Supplier Survey Reports: Feedback gathered from all individuals that deal directly with suppliers throughout their day to day role. Results are collated and reviewed by Supplier Management, to ensure consistency in quality of service provided by [...]
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An introduction to the SLA Service description Mutual responsibilities Scope of SLA Applicable service hours Service availability Reliability Customer support arrangements Contact points & escalation Service performance Batch turnaround times Security Costs and charging method used. The key criteria for any information to be contained within an SLA is that it must be measureable, with [...]
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The two primary methods used to influence or manage demand: Physical/Technical constraints e.g. restrict number of connections, users, running times Financial chargeback e.g. using expensive charging for services near full capacity or over capacity quotas. Example Every morning between 8:00am and 8:30am, approximately 1500 users logon to the network. At the same time, many IT [...]
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A Service Asset is any resource or capability used in the provision of services. Organizations use them to create value in the form of goods and services for customers. Resources Capabilities Input to a process is consumed and manipulated to produce an output. Used to coordinate, control and deploy resources. Easy to acquire, can typically [...]
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Perhaps historically, both providers and customers have used price as the focal point for communication and negotiation, but it is this path that ultimately leads to a negative experience for both parties. One of the key mantras that exist for any modern Service provider (IT or otherwise) is that it is essential to clearly establish [...]
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While the benefits of applying IT Service Management practices vary depending on the organization’s needs, some typical benefits include: Improved quality service provision Cost-justifiable service quality Design of services that meet business, customer and user demands Integrated and centralized processes Transparency of the roles and responsibilities for service provision Continual improvement, incorporating ‘lessons learnt’ into [...]
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We’ve had many questions regarding our strategy, positioning and differentiator in the marketplace. Here’s what having a relationship with the Art of Service means. We…. 1. Created a highly recognizable brand name. We differentiate on several basis valued by target customers, such as quality, special features, service, and performance reliability. The key we’ve found is [...]
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