Cloud Computing’s cumulative effect on outsourcing Depending on who you talk to, Cloud Computing is either enabling current outsourcing operations or ensuring that they will soon become a thing of the past. The truth is, the cloud is having an effect on outsourcing, but only in a limited capacity (with big upward trends being [...]
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What are the real costs of cloud computing? Cloud computing is the most affordable and powerful computing and networking solution but it is not without its qualms. While power can be increased while consuming less energy (annually) under cloud computing, and IT costs can be trimmed, we’re not talking about an autopilot system here. [...]
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The Help Desk certification pathway is delivered via online learning and accompanying books. The programs are easily accessible for both individuals looking to improve their career prospects, and savvy businesses looking to train their staff to achieve the best possible outcomes. This bundle provides single user access to all three Help Desk programs (Analyst, Technician, [...]
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Read More Here Simplify your IT organization. Increase productivity. Drive revenue. Cut costs. How? Attend the Cloud Computing eLearning Certification where you’ll learn from IT solution thought leaders about innovations like cloud computing, virtualisation, SaaS, PaaS and managing services in the cloud. Included in the bundle are the certification kits (including e-learning programs and e-books) [...]
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There are four perspectives (“4P’s”) or attributes to explain the concept of ITSM. • Partners/Suppliers Perspective: Takes into account the importance of Partner and External Supplier relationships and how they contribute to Service Delivery. • People Perspective: Concerned with the “soft” side of ITSM. This includes IT staff, customers and other stakeholders. E.g. Do staff [...]
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The term IT Service Management (ITSM) is used in many ways by different management frameworks and organizations seeking governance and increased maturity of their IT organization. Standard elements for most definitions of ITSM include: * Description of the processes required to deliver and support IT Services for customers. * The purpose primarily being to deliver [...]
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The two main activities of Proactive Problem Management are: Trend Analysis * Review reports from other processes (e.g. trends in incidents, availability levels, relationships with changes and releases) * Identify recurring Problems or training opportunities for IT staff, customers and end users. Targeting Preventative Action * Perform a cost-benefit analysis of all costs associated with [...]
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The activities of Reactive Problem Management are similar to those of Incident Management for the logging, categorization and classification for Problems. The subsequent activities are different as this is where the actual root-cause analysis is performed and the Known Error corrected. Overview of Reactive Problem Management activities: 1. Problem detection 2. Problem logging 3. Problem [...]
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All incidents, regardless of source, must be recorded with a unique reference number and be date/time stamped. While this can be easily managed for automated mechanisms, positive behaviors need to be developed for IT staff and end users to ensure the consistent recording of identified incidents. It may also be necessary to record more than [...]
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The implementation of Incident Management should consider the range of sources where incidents can be identified. These typically include: * Customers and end users * External customers (of the business) * IT staff members * Automated mechanisms, including those governed by Event Management * External suppliers.
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Facilities Management refers to the role responsible for management of all physical IT environments, usually data centers, computer rooms and recovery sites. In some organizations many physical components have been outsourced and Facilities Management may include the management of the outsourcing contracts. For any organization this is a very important element of IT Service Management, [...]
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* Custodian of technical knowledge and expertise related to managing the IT Infrastructure. Provides detailed technical skills and resources needed to support the ongoing operation of the IT Infrastructure. * Plays an important role in providing the actual resources to support the IT Service Management lifecycle. Ensures resources are effectively trained and deployed to design, [...]
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To ensure a balanced mix of experienced and newer staff, Service Desk Managers should use a number of methods and incentives to retain quality staff and to avoid disruption and inconsistency in the quality of support offered. Some ways in which this can be done include: * Recognition of staff achievements contributing to service quality [...]
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Due to the role played by the Service Desk, staff members need to have (or have the ability to develop): * Communication Skills * Technical Skills * Business Understanding. The most important of these three is communication skills, as the primary role of the Service Desk is to provide a Single Point of Contact between [...]
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Service Desk Process Kit The Art of Service store.theartofservice.com/service-desk-process-kit-isbn-tk00225.html The well-crafted Service Desk Management Process Kit provides a wide variety of resources to boost your understanding and ability to implement Service Desk … Many factors will influence the way in which a Service Desk function will be physically structured, such as the location, languages and cultures of end users, [...]
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Notice how management and planning are the central activities. Good, sound Service Asset and Configuration Management requires thorough planning for the operation of the process to work. Planning: * Defining the strategy, policy, scope, objectives, processes and procedures for Service Asset and Configuration Management * Roles and responsibilities of involved staff and stakeholders * Location [...]
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* Getting staff to use the systems * Having the extra time required to record relevant information and knowledge after actions are made * Managing information and knowledge that is no longer correct or relevant for the organization * Designing a system that can scale well as an organization grows. One of the more difficult [...]
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Information Security Manager Responsibilities: * Manage the entire security process * Consult with senior management to agree on the Information Security Policy and gain support. Skills: Strategic, public relations, tactical. Security Officers Responsibilities: * Day to day operational duties to protect security levels * Advise staff on security policy & measures. Skills: Analytical, eye for [...]
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While more extravagant implementations of the Service Catalog delivered via extensive internet/intranet solutions will maintain both aspects in an integrated fashion, less mature organizations may choose to maintain these separately. Regardless of the implementation method, the key requirement is that the desired information is easily accessible by the authorized parties and communicated in a form [...]
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Monitoring of pre-SLA achievements, where to begin? Identifying targets that are achievable and reasonable Insufficient focus, resources and time Inadequate seniority of SLM staff Underpinning contracts ignored SLAs too long, written in technical jargon and not customer focused Improvement actions not adhered to.
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