What is involved in Known Error Database
Find out what the related areas are that Known Error Database connects with, associates with, correlates with or affects, and which require thought, deliberation, analysis, review and discussion. This unique checklist stands out in a sense that it is not per-se designed to give answers, but to engage the reader and lay out a Known Error Database thinking-frame.
How far is your company on its Known Error Database journey?
Take this short survey to gauge your organization’s progress toward Known Error Database leadership. Learn your strongest and weakest areas, and what you can do now to create a strategy that delivers results.
To address the criteria in this checklist for your organization, extensive selected resources are provided for sources of further research and information.
Start the Checklist
Below you will find a quick checklist designed to help you think about which Known Error Database related domains to cover and 376 essential critical questions to check off in that domain.
The following domains are covered:
Known Error Database, Configuration management system, Tertiary support level, Ishikawa diagram, Change management, Call center, Agile software development, Functional Management, Enterprise life cycle, Known Error Database, Definitive software library, Configuration management, Project management, ISO/IEC 20000, IT service continuity, Release management, Deming Cycle, Business continuity planning, Program management, Service catalog, TM Forum, IT Operations Management, Secondary support level, ISO/IEC 27002, Information Technology Infrastructure Library, Application Management, Demand management, Cabinet Office, Service Desk, Access and Identity Management, Office of Government Commerce, Corporate governance of information technology, Tudor IT Process Assessment, IBM Tivoli Unified Process, Business Process Framework, Information and communication technologies, Primary support level, IT Service Management Forum, Point of contact, RPR problem diagnosis, Definitive Media Library, RACI matrix, Problem Management, Event Management, Software asset management, Service Level Agreement, The Stationery Office, IT service management, Service level requirement, Application Services Library, Service level, Knowledge management, ITIL/service design package, Service-level agreement, Underpinning contract, Configuration management database, Enterprise architecture, Help desk, Corrective and preventive action, Information security, 5 Whys, Application Performance Management, Business Service Management:
Known Error Database Critical Criteria:
Disseminate Known Error Database tactics and find out.
– Do those selected for the Known Error Database team have a good general understanding of what Known Error Database is all about?
– Why is it important to have senior management support for a Known Error Database project?
– What are the Key enablers to make this Known Error Database move?
Configuration management system Critical Criteria:
Start Configuration management system leadership and figure out ways to motivate other Configuration management system users.
– Think about the functions involved in your Known Error Database project. what processes flow from these functions?
– What exactly are the required characteristics of a Configuration Management system for managing dynamic change?
– Who are the people involved in developing and implementing Known Error Database?
– Which Known Error Database goals are the most important?
Tertiary support level Critical Criteria:
Communicate about Tertiary support level tactics and look at it backwards.
– How do mission and objectives affect the Known Error Database processes of our organization?
– Does Known Error Database appropriately measure and monitor risk?
Ishikawa diagram Critical Criteria:
Scrutinze Ishikawa diagram tactics and look for lots of ideas.
– A compounding model resolution with available relevant data can often provide insight towards a solution methodology; which Known Error Database models, tools and techniques are necessary?
– Does Known Error Database systematically track and analyze outcomes for accountability and quality improvement?
– Why is Customer Service substandard?
Change management Critical Criteria:
Deliberate Change management adoptions and tour deciding if Change management progress is made.
– The objective of Change Management is to ensure that standard methods and procedures are used, such that changes can be dealt with quickly, with the lowest possible impact on service quality. all changes should be traceable, in other words, one can answer the question, what changed? Do we do this?
– Troubleshooting – are problems related to what is actually changing (the change), to the management of tasks and resources to make the change happen (project management) or to issues relating to employee engagement, buy-in and resistance (Change Management)?
– How should projects be phased to allow adequate time for Change Management and organizational acceptance of the selected technologies?
– Do you have resources, processes, and methodologies in place to provide training and organizational change management services?
– How can we incorporate support to ensure safe and effective use of Known Error Database into the services that we provide?
– Does your organization have a preferred organizational change management methodology?
– Do changes in business processes fall under the scope of change management?
– In what scenarios should change management systems be introduced?
– What change management practices does your organization employ?
– What are the primary barriers to effective Change Management?
– When is Change Management used on a project at which level?
– When and how is Change Management used on a project?
– When is Change Management used on a project?
– What is the Change Management process?
– Why do we need Change Management?
– When to start Change Management?
Call center Critical Criteria:
Inquire about Call center issues and catalog what business benefits will Call center goals deliver if achieved.
– What proportion of Customer Service calls chats could present day AI technology resolve without assistance in principle?
– What is the average supervisor to Customer Service representative ratio for a fixed route call center?
– What is the best virtual hosted PBX platform to use for our phone Customer Service team?
– Does Known Error Database analysis isolate the fundamental causes of problems?
– What are good examples of us utilizing SMS as a Customer Service mechanism?
– Have you integrated your call center telephony to your crm application?
– Do Known Error Database rules make a reasonable demand on a users capabilities?
– What are the issues of scaling Twitter for Customer Service?
– What are the pros and cons of outsourcing Customer Service?
– How do companies apply social media to Customer Service?
– Is social media the solution to bad Customer Service?
– Is Twitter an effective Customer Service tool?
Agile software development Critical Criteria:
Track Agile software development leadership and integrate design thinking in Agile software development innovation.
– Could Agile Manifesto and agile methods be a good starting point for the corporate venture to start their development effort towards their own, efficient agile in-house software development method?
– When youre thinking about all the different ways a product may be used in the future, do you stop at three, five, or 10 years in the future?
– What if your business needs are still emerging and certain aspects of the system are rapidly changing or cannot be defined yet?
– Can agile methods be used effectively for evolving a system in response to customer change requests?
– Are there cultural or organizational issues that may affect the system development?
– Will the organizational culture support new values of the agile team?
– Should you have a strict project sequence, or should you be flexible?
– What scaling factors should we consider when tailoring our approach?
– How do you develop requirements for agile software development?
– Have we developed requirements for agile software development?
– What is your favorite project managment interview question?
– what is the minimum we can do to produce a quality product?
– Do we use kanban, and know how it compares to scrum?
– What does it mean to scale agile solution delivery?
– What is Scale and Why Manage It?
– When using Extreme Programming?
– Why Agile, and Why Now?
– A separate test team?
– What is ASD to us?
– What is Agility ?
Functional Management Critical Criteria:
Wrangle Functional Management strategies and describe the risks of Functional Management sustainability.
– How do we measure improved Known Error Database service perception, and satisfaction?
– How do we Identify specific Known Error Database investment and emerging trends?
– Can we do Known Error Database without complex (expensive) analysis?
Enterprise life cycle Critical Criteria:
Collaborate on Enterprise life cycle strategies and check on ways to get started with Enterprise life cycle.
– In what ways are Known Error Database vendors and us interacting to ensure safe and effective use?
– To what extent does management recognize Known Error Database as a tool to increase the results?
– Who will be responsible for documenting the Known Error Database requirements in detail?
Known Error Database Critical Criteria:
Align Known Error Database visions and frame using storytelling to create more compelling Known Error Database projects.
– In the case of a Known Error Database project, the criteria for the audit derive from implementation objectives. an audit of a Known Error Database project involves assessing whether the recommendations outlined for implementation have been met. in other words, can we track that any Known Error Database project is implemented as planned, and is it working?
– What sources do you use to gather information for a Known Error Database study?
Definitive software library Critical Criteria:
Consolidate Definitive software library strategies and report on the economics of relationships managing Definitive software library and constraints.
– What is the total cost related to deploying Known Error Database, including any consulting or professional services?
– How do we Improve Known Error Database service perception, and satisfaction?
Configuration management Critical Criteria:
Accelerate Configuration management tasks and oversee Configuration management requirements.
– Are structures, systems and components within the CM Program tested periodically to determine if they are still capable of meeting design requirements?
– Will the change significantly degrade safety or negatively impact adequate protection of workers, the environment, or the public?
– How can your team make multiple, long term overlapping changes to a codeline without compromising its consistency and integrity?
– A virtual local area network (vlan) is a physical grouping of network devices within a larger network. true or false?
– What is the most effective strategy to coordinate versions of vendor code with versions of product code?
– What would you like the cmdb to do for you -how would they like it to change your life?
– Is there a documented graded approach process to operational Configuration Management?
– Are work control packages complete, ready for implementation, and attached?
– A network segment is a superset of a larger network. true or false?
– Have the boundaries for each system and process been established?
– Are SSC s within the CM Program tested after modification?
– Do the build instructions include all required components?
– Is impact analysis performed for all change requests?
– Is there a Design Reconstitution program in place?
– Are the objects baselined in the cm repository?
– How is mobile wimax different from fixed wimax?
– What test mechanisms do we have in place?
– What do we do in regression testing?
– How much is the system evolving?
– Why establish baselines?
Project management Critical Criteria:
Deduce Project management management and sort Project management activities.
– There is lots of discussion about the role of a project manager; whether a project manager is needed in the agile world or not. How much and which way a traditional project manager has to change his/her management style or way of working in order to be an agile project manager?
– From an organizational perspective, what are the trade-offs involved in shifting all project management to an agile approach, versus maintaining a mixed portfolio of agile and traditional development?
– How can a company arrange a new project if the management does not know when they will finish the current projects and when the employees will be free to take on a new project?
– Are there project management practices that remain constant across traditional, hybrid, and agile approaches (e.g., Risk Management, stakeholder management, team building)?
– Key problem solving knowledge resides with the knowledge workers, and not the manager. So, how do we adapt project management techniques to deal with this key reality?
– How much and which way a traditional project manager has to change his/her management style or way of working in order to be an agile project manager?
– Which existing processes, tools and templates for executing projects can be applied to the agile project management framework?
– How much effort and investment in time and resources will be required to develop new tools, templates and processes?
– How can an agile project manager balance team level autonomy and individual level autonomy in agile software teams?
– So, if the project no longer needs a detailed master project plan, why does it need a project manager?
– What happens to the function of the business analysis in user story development?
– How difficult is agile project management for outsourced or off-shored projects?
– Our project management standards do they support or undermine Risk Management?
– Justification: what are your research questions and how do you motivate them?
– What is meant by an integrative approach to project management?
– How do we create a culture that supports project management?
– that is fine as far as it goes, but does this scale?
– What project management associations are you a member of?
– Are we ready to execute an agile project?
– When does a project begin and end?
ISO/IEC 20000 Critical Criteria:
Adapt ISO/IEC 20000 risks and clarify ways to gain access to competitive ISO/IEC 20000 services.
– At what point will vulnerability assessments be performed once Known Error Database is put into production (e.g., ongoing Risk Management after implementation)?
– Which individuals, teams or departments will be involved in Known Error Database?
– Will we be eligible for ISO/IEC 20000 certification?
IT service continuity Critical Criteria:
Examine IT service continuity adoptions and find the essential reading for IT service continuity researchers.
– What are the usability implications of Known Error Database actions?
– Have all basic functions of Known Error Database been defined?
Release management Critical Criteria:
Depict Release management management and tour deciding if Release management progress is made.
– What happens after development: how should developers release component-based software and how can users subsequently obtain such software especially if the software under consideration consists of many components that are released by many organizations at many different geographical locations?
– What are the issues that arise when a limited number of vendors participate in a technology market and how can the risks be mitigated ?
– The offeror will describe its service levels for fixes, help desk, etc. will it reduce its fees if the service levels are not met?
– What theoretical and methodological tools are available to us as researchers to study such aspects of Release Management?
– How much do political issues impact on the decision in open source projects and how does this ultimately impact on innovation?
– Does it Improve the production readiness and quality of your application code?
– Does it Eliminate lengthy email threads trying to achieve change approval?
– Is it possible to get a quality product out of this design process?
– Are there any guarantees that the project will ever be completed?
– When should sunk cost be abandoned and new solutions sought ?
– How will the offeror provide support through the help desk?
– What tools and techniques are use to support these activities?
– Do you have existing automation or deployment tools?
– Why has no os tool emerged to meet this need?
– Who must complete a release management plan?
– How can the value of Known Error Database be defined?
– Does Agile Release Management Work in Real Life?
– Can you Reduce your release window by 90%?
– How are changes managed?
– When to buy vs. build ?
Deming Cycle Critical Criteria:
Focus on Deming Cycle failures and revise understanding of Deming Cycle architectures.
– What are the barriers to increased Known Error Database production?
– How would one define Known Error Database leadership?
Business continuity planning Critical Criteria:
Shape Business continuity planning failures and explain and analyze the challenges of Business continuity planning.
– What is the role of digital document management in business continuity planning management?
– Does the Known Error Database task fit the clients priorities?
– What is business continuity planning and why is it important?
– How can skill-level changes improve Known Error Database?
Program management Critical Criteria:
Concentrate on Program management leadership and finalize the present value of growth of Program management.
– There are face-to-face skills that can help you work with the people above you in your organization. can you read a group of managers, and know what they are thinking and feeling?
– Have people who have had contact with the program sought further information or expressed interest in it or its activities?
– Have any strategies from existing or current programs been identified which could be used in this program?
– Does the recording system have the capacity and flexibility to record unexpected results as they occur?
– Who will require an evaluation report(s) or a report on the implementation of the program?
– Mission-critical projects falling by the wayside due to lack of resources and focus?
– Who is responsible for co-ordinating and monitoring data collection and analysis?
– Which program has the most knowledge of the useful value of the information?
– How do you hold people accountable when you havent been given any authority?
– Is there systematic monitoring and documentation of the management process?
– Has sufficient time been allocated to enable the objectives to be met?
– How do you hold people accountable when you do not have position power?
– What skills and resources can the target group offer?
– What were the results or key outcomes of the program?
– What set of analyses or comparisons will be made?
– How many staff are needed to conduct the program?
– Does your success require a culture change?
– In what order will the tasks be performed?
– How are the guidelines structured?
– Are the objectives smart?
Service catalog Critical Criteria:
Accelerate Service catalog strategies and prioritize challenges of Service catalog.
– What other departments, besides IT, use service catalog as a means of publishing their services in your organization?
– Who is responsible for ensuring appropriate resources (time, people and money) are allocated to Known Error Database?
– Which software allows an administrator to create and publish a service catalogue?
– What services are published in your organizations service catalog?
– What services are published in your organizations service catalog?
– Does your service catalog actually have pricing in it?
TM Forum Critical Criteria:
Add value to TM Forum strategies and report on setting up TM Forum without losing ground.
– Record-keeping requirements flow from the records needed as inputs, outputs, controls and for transformation of a Known Error Database process. ask yourself: are the records needed as inputs to the Known Error Database process available?
– What business benefits will Known Error Database goals deliver if achieved?
IT Operations Management Critical Criteria:
Differentiate IT Operations Management results and catalog IT Operations Management activities.
– What are the most important capabilities we consider when evaluating asset and Service Management providers?
– Is maximizing Known Error Database protection the same as minimizing Known Error Database loss?
– Do we have a high level of process automation connecting our asset and Service Management?
– Risk factors: what are the characteristics of Known Error Database that make it risky?
– Do you monitor the effectiveness of your Known Error Database activities?
– Do you have a single view into it Service Management?
Secondary support level Critical Criteria:
Map Secondary support level planning and gather practices for scaling Secondary support level.
– What management system can we use to leverage the Known Error Database experience, ideas, and concerns of the people closest to the work to be done?
– Which customers cant participate in our Known Error Database domain because they lack skills, wealth, or convenient access to existing solutions?
– What is our Known Error Database Strategy?
ISO/IEC 27002 Critical Criteria:
See the value of ISO/IEC 27002 strategies and sort ISO/IEC 27002 activities.
– When a Known Error Database manager recognizes a problem, what options are available?
– Think of your Known Error Database project. what are the main functions?
Information Technology Infrastructure Library Critical Criteria:
Model after Information Technology Infrastructure Library projects and check on ways to get started with Information Technology Infrastructure Library.
– Will new equipment/products be required to facilitate Known Error Database delivery for example is new software needed?
– Is the Known Error Database organization completing tasks effectively and efficiently?
– Who needs to know about Known Error Database ?
Application Management Critical Criteria:
Study Application Management adoptions and explain and analyze the challenges of Application Management.
– How important is Known Error Database to the user organizations mission?
– How do we go about Comparing Known Error Database approaches/solutions?
– Is Known Error Database Required?
Demand management Critical Criteria:
Face Demand management management and suggest using storytelling to create more compelling Demand management projects.
– Are assumptions made in Known Error Database stated explicitly?
– Which are the key performance indicators for Customer Service?
– Is your organization considering or implementing the concept of DevOps?
Cabinet Office Critical Criteria:
Dissect Cabinet Office tasks and attract Cabinet Office skills.
– What role does communication play in the success or failure of a Known Error Database project?
– How do we know that any Known Error Database analysis is complete and comprehensive?
– What vendors make products that address the Known Error Database needs?
Service Desk Critical Criteria:
Mine Service Desk projects and look in other fields.
– Will we be eligible for ISOIEC 20000 certification, even if our Service Desk, infrastructure management and applications management functions are located in different countries?
– Why is Customer Service and helpdesks so undervalued given that this is a core part of branding and growth i e The head of the Service Desk is not a CxO level title?
– Does the service provider have a service desk function based on itil principles?
– How does mobility improve your organizations service desk effectiveness?
– Is the cloud service providers service desk local, onshore or offshore?
– How does mobility improve your organizations service desk effectiveness?
– How does mobility improve our organizations service desk effectiveness?
– Is the cloud service providers service desk local, onshore or offshore?
– Are You Running Your Service Desk or is Your Service Desk Running You?
– Which incidents should be logged by the service desk?
Access and Identity Management Critical Criteria:
Rank Access and Identity Management tactics and describe which business rules are needed as Access and Identity Management interface.
– Who will be responsible for making the decisions to include or exclude requested changes once Known Error Database is underway?
– What are all of our Known Error Database domains and what do they do?
Office of Government Commerce Critical Criteria:
Distinguish Office of Government Commerce failures and sort Office of Government Commerce activities.
– Think about the people you identified for your Known Error Database project and the project responsibilities you would assign to them. what kind of training do you think they would need to perform these responsibilities effectively?
– How do you incorporate cycle time, productivity, cost control, and other efficiency and effectiveness factors into these Known Error Database processes?
– Meeting the challenge: are missed Known Error Database opportunities costing us money?
Corporate governance of information technology Critical Criteria:
Focus on Corporate governance of information technology strategies and define Corporate governance of information technology competency-based leadership.
– Do the Known Error Database decisions we make today help people and the planet tomorrow?
– How will we insure seamless interoperability of Known Error Database moving forward?
Tudor IT Process Assessment Critical Criteria:
Weigh in on Tudor IT Process Assessment adoptions and mentor Tudor IT Process Assessment customer orientation.
– Have you identified your Known Error Database key performance indicators?
IBM Tivoli Unified Process Critical Criteria:
Reason over IBM Tivoli Unified Process decisions and remodel and develop an effective IBM Tivoli Unified Process strategy.
– How do we make it meaningful in connecting Known Error Database with what users do day-to-day?
– Why is Known Error Database important for you now?
Business Process Framework Critical Criteria:
Reconstruct Business Process Framework visions and assess what counts with Business Process Framework that we are not counting.
– Does Known Error Database analysis show the relationships among important Known Error Database factors?
– Who sets the Known Error Database standards?
Information and communication technologies Critical Criteria:
Confer over Information and communication technologies projects and proactively manage Information and communication technologies risks.
– How do senior leaders actions reflect a commitment to the organizations Known Error Database values?
– Are there recognized Known Error Database problems?
Primary support level Critical Criteria:
Group Primary support level tasks and define what our big hairy audacious Primary support level goal is.
– Are there any easy-to-implement alternatives to Known Error Database? Sometimes other solutions are available that do not require the cost implications of a full-blown project?
– What are the success criteria that will indicate that Known Error Database objectives have been met and the benefits delivered?
– Does Known Error Database create potential expectations in other areas that need to be recognized and considered?
IT Service Management Forum Critical Criteria:
Recall IT Service Management Forum adoptions and grade techniques for implementing IT Service Management Forum controls.
– Do we cover the five essential competencies-Communication, Collaboration,Innovation, Adaptability, and Leadership that improve an organizations ability to leverage the new Known Error Database in a volatile global economy?
Point of contact Critical Criteria:
Co-operate on Point of contact governance and optimize Point of contact leadership as a key to advancement.
– How do we ensure that implementations of Known Error Database products are done in a way that ensures safety?
– Will Known Error Database deliverables need to be tested and, if so, by whom?
RPR problem diagnosis Critical Criteria:
Substantiate RPR problem diagnosis visions and describe the risks of RPR problem diagnosis sustainability.
Definitive Media Library Critical Criteria:
Accommodate Definitive Media Library failures and observe effective Definitive Media Library.
– In a project to restructure Known Error Database outcomes, which stakeholders would you involve?
– Is Known Error Database Realistic, or are you setting yourself up for failure?
RACI matrix Critical Criteria:
Coach on RACI matrix tactics and create RACI matrix explanations for all managers.
– What is the purpose of Known Error Database in relation to the mission?
Problem Management Critical Criteria:
Depict Problem Management risks and visualize why should people listen to you regarding Problem Management.
– What prevents me from making the changes I know will make me a more effective Known Error Database leader?
– What is a key activity in problem management?
Event Management Critical Criteria:
Debate over Event Management goals and use obstacles to break out of ruts.
– What are your current levels and trends in key measures or indicators of Known Error Database product and process performance that are important to and directly serve your customers? how do these results compare with the performance of your competitors and other organizations with similar offerings?
– How likely is the current Known Error Database plan to come in on schedule or on budget?
Software asset management Critical Criteria:
Apply Software asset management projects and differentiate in coordinating Software asset management.
– What are the long-term Known Error Database goals?
Service Level Agreement Critical Criteria:
Derive from Service Level Agreement results and create Service Level Agreement explanations for all managers.
– Determine if the data center has Service Level Agreements with the clients it serves. if so, do they measure themselves for compliance with the agreement?
– What kinds of applications are expected or legally required to offer a sla Service Level Agreement?
– What are the key business and technical challenges of transitioning to a cloud computing strategy?
– How will the agreement be terminated at the end of the initial term of the SLA?
– Does the provider offer any form of Service Level Agreement (SLA) guarantees?
– What are direct advantages of entering into Service Level Agreements?
– What are the costs to the business customer for the service?
– Is your firm willing to commit to Service Level Agreements?
– What service(s) are being made available to what customers?
– When will regularly scheduled maintenance be performed?
– What are the costs to provide this level of service?
– What does off-site mean in your organization?
– What is the retention period of the data?
– What is the problem escalation process?
– Is the scope of Known Error Database defined?
– Do any copies need to be off-site?
– How will the service be delivered?
– What systems are supported?
– What to optimise for?
– What is In Scope?
The Stationery Office Critical Criteria:
Match The Stationery Office visions and catalog what business benefits will The Stationery Office goals deliver if achieved.
– Who will be responsible for deciding whether Known Error Database goes ahead or not after the initial investigations?
– What are the business goals Known Error Database is aiming to achieve?
IT service management Critical Criteria:
Tête-à-tête about IT service management management and describe which business rules are needed as IT service management interface.
– How would you describe the impact of cloud vis-a-vis your itsm initiative/capabilities in your organization?
– How do you actually go about identifying, defining and then managing a set of services that make sense?
– Why do many organizations stumble or fail in their initial attempts at implementing itsm practices?
– In your organization, which group oversees/coordinates your IT service management capabilities?
– What are our key differences between ITAM IT asset management and ITSM IT service management?
– Is the service provider eligible for certification under the scheme?
– Are you managing incidents primarily through emails and phone calls?
– Are software assets aligned with the agency enterprise architecture?
– Who is most likely to drive it Service Management organizations?
– Are you thinking about implementing ITIL standards based tools?
– Are you currently engaged in an it Service Management project?
– Do you have a growing list of overdue incidents?
– How will changes affect the customers services?
– What do you see as your major ITSM challenge?
– Why should we adopt a Known Error Database framework?
– What availability levels are provided?
– Why is cloud computing important?
– How is it integrated?
– Available enough?
Service level requirement Critical Criteria:
Cut a stake in Service level requirement decisions and stake your claim.
Application Services Library Critical Criteria:
Test Application Services Library projects and forecast involvement of future Application Services Library projects in development.
Service level Critical Criteria:
Chat re Service level tactics and point out Service level tensions in leadership.
– We are are often challenged to reduce our overheads and operational costs. Cost reduction initiatives can be difficult to manage and it is essential to target the right areas. Where can costs reasonably be reduced or margins improved without any service disruption or without affecting service levels?
– Can cloud service providers offer the flexibility to provide availability service levels in line with the customers requirements?
– Which management activity ensures adequate availability of resources based on a service level objective?
– Are short calls factored out of the denominator in your service level?
– Are there encryption requirements, especially of off-line copies?
– What are the physical location requirements for each copy?
– Availability of a machine, service, particular operation?
– Are abandons included in your service level denominator?
– Do we have Data Protection Service Level Agreements?
– What Support/applications are included in this SLA?
– Who is accountable for service delivery?
– How to quantify the system security?
Knowledge management Critical Criteria:
Ventilate your thoughts about Knowledge management failures and drive action.
– Learning Systems Analysis: once one has a good grasp of the current state of the organization, there is still an important question that needs to be asked: what is the organizations potential for developing and changing – in the near future and in the longer term?
– What are the best practices in knowledge management for IT Service management ITSM?
– What best practices in knowledge management for Service management do we use?
– How do we manage Known Error Database Knowledge Management (KM)?
– What are specific Known Error Database Rules to follow?
– When is Knowledge Management Measured?
– How is Knowledge Management Measured?
ITIL/service design package Critical Criteria:
Group ITIL/service design package engagements and raise human resource and employment practices for ITIL/service design package.
– Consider your own Known Error Database project. what types of organizational problems do you think might be causing or affecting your problem, based on the work done so far?
– How do we keep improving Known Error Database?
Service-level agreement Critical Criteria:
Grasp Service-level agreement engagements and look at it backwards.
– In terms of service availability, can you get your vendor to sign a service-level agreement?
Underpinning contract Critical Criteria:
Interpolate Underpinning contract projects and learn.
– What other jobs or tasks affect the performance of the steps in the Known Error Database process?
Configuration management database Critical Criteria:
Ventilate your thoughts about Configuration management database tasks and know what your objective is.
– Which of the itil processes is responsible for ensuring the organization is aware of new and changing technology?
– In which two Service Management processes would you be most likely to use a risk analysis and management method?
– Which cloud Service Management process maintains information in the Configuration Management database (cmdb)?
– What is the main difference between a cmdb (Configuration Management database) and a typical asset register?
– Application sizing is a technique used by capacity management. why is application sizing important?
– What elements are to be tracked and reported for baselines and changes?
– When can the building, testing and implementation of a change begin?
– Are there design changes associated with the proposed change?
– How is information to be collected, stored and reported?
– Motivation: why software Configuration Management?
– Is a usq review required for the proposed change?
– Do the benefits of the change warrant the costs?
– How frequently should cab/ec meetings be held?
– Why is sacm so hard to implement and organize?
– Was the technical review adequately performed?
– What should be under configuration control?
– How do I find the information that I need?
– Are all other required reviews complete?
– What goes under version control?
– Does the change involve a usq?
Enterprise architecture Critical Criteria:
Dissect Enterprise architecture visions and work towards be a leading Enterprise architecture expert.
– With the increasing adoption of cloud computing do you think enterprise architecture as a discipline will become more or less important to us and why?
– What may be the consequences for the performance of an organization if all stakeholders are not consulted regarding Known Error Database?
– Enterprise architecture planning. how does it align with to the to be architecture?
– How does the standard fit into the Federal Enterprise Architecture (FEA)?
– Are Enterprise JavaBeans still relevant for enterprise architectures?
– Are the levels and focus right for TOGAF enterprise architecture?
– Are software assets aligned with the organizations enterprise architecture?
– Is There a Role for Patterns in Enterprise Architecture?
– What is the value of mature Enterprise Architecture?
– Why Should we Consider Enterprise Architecture?
– What is an Enterprise Architecture?
– What Is Enterprise Architecture?
– Why Enterprise Architecture?
Help desk Critical Criteria:
Deliberate Help desk failures and devise Help desk key steps.
– Expose its policy engine via web services for use by third-party systems (e.g. provisioning, help desk solutions)?
– Are there any disadvantages to implementing Known Error Database? There might be some that are less obvious?
– Complement identity management and help desk solutions with closedloop import and export?
– What features of the current help desk service management tool are being used?
– How has the current help desk service management tool been customized?
– Do we know the number of password problem help desk calls per month?
– What is the current help desk service management tool and version?
– Help desk password resets easily measured (specific number?
– Number of password problem help desk calls per month?
– How does the help desk authenticate callers?
Corrective and preventive action Critical Criteria:
Administer Corrective and preventive action adoptions and display thorough understanding of the Corrective and preventive action process.
– Do we monitor the Known Error Database decisions made and fine tune them as they evolve?
– What are the short and long-term Known Error Database goals?
– Are appropriate corrective and preventive actions taken?
Information security Critical Criteria:
Grasp Information security tasks and adopt an insight outlook.
– Does the information security function actively engage with other critical functions, such as it, Human Resources, legal, and the privacy officer, to develop and enforce compliance with information security and privacy policies and practices?
– Based on our information security Risk Management strategy, do we have official written information security and privacy policies, standards, or procedures?
– Is a risk treatment plan formulated to identify the appropriate mgmt action, resources, responsibilities and priorities for managing information security risks?
– Do suitable policies for the information security exist for all critical assets of the value added chain (indication of completeness of policies, Ico )?
– If a survey was done with asking organizations; Is there a line between your information technology department and your information security department?
– Is mgmt able to determine whether security activities delegated to people or implemented by information security are performing as expected?
– Do we have an official information security architecture, based on our Risk Management analysis and information security strategy?
– Do suitable policies for the information security exist for all critical assets of the value added chain (degree of completeness)?
– Are information security roles and responsibilities coordinated and aligned with internal roles and external partners?
– Is there a consistent and effective approach applied to the mgmt of information security events?
– Is information security ensured when using mobile computing and tele-working facilities?
– What is true about the trusted computing base in information security?
– What best describes the authorization process in information security?
– what is the difference between cyber security and information security?
– Are damage assessment and disaster recovery plans in place?
5 Whys Critical Criteria:
Look at 5 Whys adoptions and reinforce and communicate particularly sensitive 5 Whys decisions.
– Among the Known Error Database product and service cost to be estimated, which is considered hardest to estimate?
Application Performance Management Critical Criteria:
Align Application Performance Management tactics and transcribe Application Performance Management as tomorrows backbone for success.
Business Service Management Critical Criteria:
Ventilate your thoughts about Business Service Management adoptions and prioritize challenges of Business Service Management.
– Why are Known Error Database skills important?
This quick readiness checklist is a selected resource to help you move forward. Learn more about how to achieve comprehensive insights with the Known Error Database Self Assessment:
Author: Gerard Blokdijk
CEO at The Art of Service | theartofservice.com
Gerard is the CEO at The Art of Service. He has been providing information technology insights, talks, tools and products to organizations in a wide range of industries for over 25 years. Gerard is a widely recognized and respected information expert. Gerard founded The Art of Service consulting business in 2000. Gerard has authored numerous published books to date.
To address the criteria in this checklist, these selected resources are provided for sources of further research and information:
Configuration management system External links:
RAVE Configuration Management System
Change management External links:
ACMP’s Standard for Change Management© – The …
Change Management Consulting Firm | Clerestory Consulting
What is change management? – Definition from WhatIs.com
Call center External links:
Call Center Software | Cloud Contact Center | Five9
Call Center | Answering Service | Home Page
Agile software development External links:
Agile Software Development :: Home
RoleModel Software – Custom Agile Software Development
Agile Software Development | App Development | Softxpert
Functional Management External links:
What is FUNCTIONAL MANAGEMENT – The Law Dictionary
Functional management. (Continually updated resource, …
functional management, selection process, Management …
Known Error Database External links:
Benefits of a Known Error Database for the IT Help Desk
Known Error Database: An Introduction to KEDBs – BMC …
Known Error Database | ServiceNow Community
Definitive software library External links:
Using CA SCM as a Definitive Software Library
Definitive Software Library – The Mail Archive
Configuration management External links:
Interactive Configuration Management and Procurement …
SecureWorks Cloud Security Configuration Management
Configure Desired Configuration Management to …
Project management External links:
PMP Training | Project Management Academy
LearnSmart IT & Project Management Online Training …
Project management software, online collaboration: Basecamp
ISO/IEC 20000 External links:
ISO/IEC 20000 Training – Online Programming Classes
ISO/IEC 20000-1:2005 defines the requirements for a service provider to deliver managed services. It is based on BS 15000-2, which has been superseded. ISO/IEC …
ISO/IEC 20000. (eBook, 2010) [WorldCat.org]
ISO/IEC 20000 – Guia de bolsillo. (eBook, 2006) …
IT service continuity External links:
[PDF]IT Service Continuity Management June 3 – itsmf.ca
www.itsmf.ca/images/fck/File/Manitoba/Leveraging ITSCM – June 3-08.pdf
10.8.60 IT Service Continuity Management (ITSCM) …
[PDF]IT Service Continuity Management – IT Service …
Release management External links:
What is Release Management? | Release Management
Deming Cycle External links:
[PDF]Deming Cycle (PDCA Cycle) – ManagementMania
Deming Cycle – Change Management Consultant
Program management External links:
Tuition Assistance Program Management | EdAssist
Home – Trusted After School Program Management
Service catalog External links:
Service Catalog – Manhattan College
Use the service catalog | Microsoft Docs
IT Service Catalog
TM Forum External links:
ZOOM Project – TM Forum
Speakers Archive | TM Forum Digital Transformation ME
Home | TM Forum Action Week
IT Operations Management External links:
What Does IT Operations Management Do (ITOps)?Joe …
IT Operations Management (ITOM) Solutions – BMC India
IT Operations Management (ITOM) | Ayehu
ISO/IEC 27002 External links:
ISO/IEC 27002 is an information security standard published by the International Organization for Standardization (ISO) and by the International Electrotechnical Commission (IEC), titled Information technology – Security techniques – Code of practice for information security management.
Information Technology Infrastructure Library External links:
[PDF]Information Technology Infrastructure Library – ITIL®
Application Management External links:
Application Management – Concord University
Demand management External links:
Lessons in Demand Management – Nc State University
System Dashboard – JIRA – Demand Management
“Demand Management” by Bill Carroll
Cabinet Office External links:
Justice & Public Safety Cabinet Office of Drug Control Policy
Service Desk External links:
Five Points Service Desk
CA Service Desk Manager – Login
NIH IT Service Desk
Access and Identity Management External links:
Access and Identity Management Solutions | Microsoft
Office of Government Commerce External links:
Office of Government Commerce (OGC) – The National …
Tudor IT Process Assessment External links:
Tudor IT Process Assessment – Revolvy
update.revolvy.com/topic/Tudor IT Process Assessment
Tudor IT Process Assessment – revolvy.com
www.revolvy.com/main/index.php?s=Tudor IT Process Assessment
IBM Tivoli Unified Process External links:
IBM Tivoli Unified Process
Business Process Framework External links:
Business Process Framework (eTOM) – TM Forum
Information and communication technologies External links:
Aivivid® AB | Information and Communication Technologies
Applying Information and Communication Technologies …
IT Service Management Forum External links:
IT Service Management Forum – Yell.com
itSMFnz – IT Service Management Forum Northern Branch
Point of contact External links:
Site Point of Contact Portal
One Point of Contact | The City of Portland, Oregon
Signature Bank | A Single Point Of Contact
RPR problem diagnosis External links:
Definitive Media Library External links:
Definitive Media Library (DML) definitions – Defined Term
DML abbreviation stands for Definitive Media Library
RACI matrix External links:
[XLS]RACI Matrix: Requirements Phase
[XLS]RACI Matrix – Medicaid 1115 Waiver, Texas Region 10 RHP
Problem Management External links:
Problem Management | ServiceNow
Problem Management – ITSM Process Repository – …
HDI Problem Management Professional | FUSION 17
Event Management External links:
RegFox Event Management Software
Hyatt Event Management System
Whova – Award-winning Event App and Event Management …
Software asset management External links:
Exam 70-713: Software Asset Management (SAM) – Core
Software Asset Management | ServiceNow
Software Asset Management – Microsoft SAM
Service Level Agreement External links:
[PDF]Service Level Agreement (SLA) Educationand E & O
FMS Service Level Agreement Metric Reporting | …
[DOC]Service Level Agreement (SLA) Template
The Stationery Office External links:
Office locations | TSO (The Stationery Office)
The Stationery Office | Supplier Report — Panjiva
IT service management External links:
Remedy 9 – IT Service Management Suite – BMC Software
ITIL | IT Service Management | ITSM | AXELOS
ServiceAide: ITSM Tools – IT Service Management …
Service level requirement External links:
Service level requirement
In Software Development / IT, a Service Level Requirement (SLR) is a broad statement from a customer to a service provider describing their service expectations. A service provider prepares a service level agreement (SLA) based on the requirements from the customer. For example: A customer may require a server be operational (uptime) for 99.95% of the year excluding maintenance.
Service level External links:
Service Level Agreements – Home | Microsoft Azure
Configure Service Level Management | Microsoft Docs
FMS Service Level Agreement Metric Reporting | …
Knowledge management External links:
Knowledge Management Consulting Firm | Iknow LLC
Knowledge Management System – Login
Working Knowledge CSP – Knowledge Management …
Underpinning contract External links:
what is Underpinning contract ? | ServiceNow Community
What Is an Underpinning Contract? | eHow
Configuration management database External links:
ITIL Configuration Management Database | CMDB …
Critical Capabilities for Configuration Management Database
Enterprise architecture External links:
Center for Enterprise Architecture
Enterprise Architecture Professional Journal
Enterprise Architecture Center of Excellence
Help desk External links:
ND University System Help Desk | NDUS CTS
Login – TCC Help Desk
Corrective and preventive action External links:
Webinar: CAPA: Corrective and Preventive Action | RCA …
Corrective and Preventive Action | ASQ
Corrective and preventive action
Corrective and preventive action (CAPA, also called corrective action / preventive action, or simply corrective action) are improvements to an organization’s processes taken to eliminate causes of non-conformities or other undesirable situations. CAPA is a concept within good manufacturing practice (GMP), and numerous ISO business standards.
Information security External links:
Title & Settlement Information Security
[PDF]TITLE: INFORMATION SECURITY MANAGEMENT …
5 Whys External links:
[PDF]“The 5 Whys” – Massachusetts Department of …
5 Whys – Root Cause Analysis – YouTube
Application Performance Management External links:
Application Performance Management | Server …
[PDF]Application Performance Management 9.x …
Application Performance Management | SolarWinds
Business Service Management External links:
Business Service Management (BSM)
HP Business Service Management Integration | …
Login – HP Business Service Management