Given that Apple is a stable market leader, ACSP certification seems like a really good long-term career investment This past August (2012) Apple was stealing headlines across the globe, but not because its latest device or product release. Instead, they were being awarded a very rare distinction, which of course was being officially recognized [...]
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Today the official accreditor (APMG) made an announcement for students who completed their ITIL V3 courses prior to December 2011 and FAILED their exam. You have until 31 January 2012 to re-sit your exam. Students who take their initial exam from 1 January 2012 onwards shall sit the ITIL 2011 exams. Accreditor Notice for [...]
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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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“The stronger tech certifications IT Professionals have, the shorter their job search”, say the authors of a new exam preparation product called Emereo Learning. Certification and Education gurus Ivanka Menken and Gerard Blokdijk warn that “IT professionals and job hunters should have a laser sharp focus on the most in-demand IT certifications, and not waste [...]
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* Are all calls registered? Are they assigned a unique number? * Which priority codes do we use and how is the priority determined? * Organization of the 1st line support group (Service Desk) * Organization of the 2nd line, which may be from disparate support groups * What percentage of “closed on first call” [...]
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When a potential resolution has been identified, it should be applied and tested in a controlled manner. The specific requirements for performing this will vary depending on the elements required for resolution, but could involve: * Guiding the user to perform specific actions on their own equipment * Specialist support groups performing specific actions on [...]
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If the Service Desk analyst requires assistance from other groups due to an inability to resolve the incident or because of specialized circumstances (e.g. VIP user), escalation will be utilized to transfer the incident to the appropriate party or group. Rules for escalation should be defined when implementing Incident Management and agreed upon by all [...]
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For calls forwarded to the Service Desk, the staff member will use pre-defined questioning techniques to assist in the collection of useful information for the incident record. At this point the Service Desk analyst can begin to provide some initial support by referencing known errors and simple diagnostic tools. Where possible the incident will be [...]
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The goal of Service Operation, as previously mentioned, is to enable effectiveness and efficiency in delivery and support of IT services. The processes that support this goal are: * Event Management * Incident Management * Problem Management * Request Fulfillment * Access Management.
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Application Development processes should be implemented as part of a coordinated approach to IT Service Management, although in many cases this fails to happen. When the development of applications is not integrated with the rest of ITSM, it often leads to a breakdown in communication channels between developers and support staff, and ultimately releasing applications [...]
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Application Management store.theartofservice.com/application-management-what-you-need-to-know- for-it-operations-management.html Application Management: What you Need to Know For IT Operations Management. * Managing Applications throughout their lifecycle * Supports and maintains operational applications, and plays an important role in design, testing and improvement of applications that form part of IT Services * Support the organization’s business processes by helping to [...]
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Application Management’s primary goal is to develop, maintain and support quality applications that enhance the organization’s business processes. This goal is achieved through: * Applications that are well designed, interface with existing architectures, are resilient and cost-effective * Ensuring the functionality and performance requirements of the business are delivered in optimal fashion * The use [...]
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The Technical Management function’s primary goal is to plan, implement and maintain a stable technical infrastructure that supports the organization’s business processes. This is achieved through: * Well designed, highly resilient, cost effective technical architectures * The use of adequate technical skills to maintain the technical infrastructure in optimum condition * Swift use of technical [...]
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Although fairly common, there are potential risks that can be introduced when outsourcing an organization’s Service Desk. When reviewing the potential for this to occur, Service Managers should consider the following items when developing contracts to reduce these risks: * Use of your own Service Management tool, not theirs * Retain ownership of data * [...]
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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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The Service Operation lifecycle phase is primarily focused on the management of IT Services that ensures effectiveness and efficiency in delivery and support. Successful Service Operation requires coordination and execution of the activities and processes required to deliver and manage services at agreed levels to business users and customers. Service Operation is also responsible for [...]
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Key Points: The Release Policy is the overarching strategy for Releases and was derived from the Service Design phase of the Service Lifecycle. The Release Plan is the operational implementation for each release. The Deployment Plan is the documented approach for distributing a single Release. Overview of Important Steps: 1. Release planning 2. Preparation for [...]
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IT Operations Management store.theartofservice.com/it-operations-management-what-you-need-to-know -for-it-operations-management.html … Croquet Project, Cumulus (software), Customer communications management, … Dataspaces,Definitive Media Library, Demand chain, Desktop Outsourcing, … The secure library in which the definitive authorized versions of all media CIs are stored and protected. The DML should include definitive copies of purchased software (along with license documents or information) as well as software developed on [...]
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To ensure that standardized methods and procedures are used for controlled, efficient and prompt handling of all Changes, in order to minimize the impact of Change-related Incidents upon service quality, and consequently to improve the day-to-day operations of the organization. Change Management acts as the greatest contributor to the CMDB, as Changes to CMDB must [...]
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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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