84 85 85 85 86 87 87 88 89 89 89 90 90 91 91 93 93 93 95 95 96 97 105 110 110 112 112 112 114 7.5.1 Goal and objectives 7.5.2 Build or Buy? 7.5.3 Application Management 7.6 7.7 Service Operation Processes Event Management 7.7.1 Goals and Objectives 7.7.2 Scope 7.8 Problem Management 7.8.1 Goals and Objectives 7.8.2 Scope 7.8.3 Benefits 7.8.4 Problem Management Activities 7.8.5 Managing Known Errors 7.9 8 8.1 8.2 8.3 Service Operation Summary Required Technical Knowledge Desktop Environments Standard Operating Environments (SOEs) Managing Networks 8.3.1 TCP/IP Networks 8.3.2 Network Addressing 8.3.3 Network Devices 8.3.4 Managing High Availability (Critical) Networks 8.4 Managing Server Environments 8.4.1 Monitoring Events 8.4.2 Managing Software Updates 8.4.3 Remotely Managing Servers 8.4.4 Monitoring Performance 8.4.5 Monitoring and Optimizing a Server Environment 10 Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: store.theartofservice.com I eLearning: theartofservice.org I Phone: +61 (0) 7 3252 2055 8.4.6 Implementing, Managing, and Maintaining Routing and Remote Access 8.4.7 Backup Routines 9 10 11 11.1 11.2 11.3 12 Review Questions Answers to Review Questions Industry Certifications ITIL® Certification Pathways ISO/IEC 20000 Pathways Cloud Computing Index 115 122 125 132 139 139 140 141 143 11 Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: store.theartofservice.com I eLearning: theartofservice.org I Phone: +61 (0) 7 3252 2055 12 Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: store.theartofservice.com I eLearning: theartofservice.org I Phone: +61 (0) 7 3252 2055 1 Introduction Help Desks can provide great entry level positions since responsibilities can be divided according to skill level, with senior technicians handling the difficult calls while entry level analysts handle more routine calls or emails.
But how exactly do you bridge the gap and move from an entry level analyst to a senior level technician? Career progression will be helped if you can focus on these three core areas: • • • Excellent job performance in any role/position that you are placed Relevant technical and related Help Desk training Effective communication (and other soft) skills For all but a lucky few, career progression in the IT industry must be earned and not given.
So while you have already taken an important step by taking this training, it will only be beneficial if it complements your demonstrated performance in current or previous Help Desk roles, as well as your soft skills, such as the ability to communicate effectively, problem solve, and work as a team.
When considering Help Desk training, make sure you achieve a balance of technical areas that are customized to the needs of your desired career pathway.
For example, if you wish to eventually move into network administration, you can target training to areas that will improve your skills the most in this area (EG, Cisco training).
In general, your training should cover (over time) these major areas: • • • • • Specific Help Desk processes, especially for call handling and ticket management Customer service skills that help with soft skills, like handling difficult calls or disputes Business application support skills that cover standard business applications as well as custom-developed applications Technical skills for resolving issues affecting the IT infrastructure Career growth training in areas like ITIL, Help Desk management, and Project Management 13 Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: store.theartofservice.com I eLearning: theartofservice.org I Phone: +61 (0) 7 3252 2055 This book will seek to provide current or prospective candidates with the knowledge and skills to achieve employment as a senior Help Desk officer, often called a Help Desk Technician.
It will also provide an overview of the IT Service Management practices that will likely be utilized within the IT organization and the technical knowledge and skills required in order to deliver high quality IT support to organizations of any size or industry. 14 Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: store.theartofservice.com I eLearning: theartofservice.org I Phone: +61 (0) 7 3252 2055 2 Customer Service Principles Customer Service is a well-known term in the service industry and an important part of a Help Desk Technician’s role.
However, these two words involve much more than simply serving customers.
Customer service involves solving problems, reassuring uncertain customers, calming frustrated customers, finding lost information and fixing issues.
As such, a Help Desk Technician is required to be a jack-of-all trades to satisfy the expectations of the customer and promises of the company.organizations are finding that their service staff are the frontline for their business, and so sales and support positions are no longer filled with unmotivated, unfriendly, unhelpful, or untrained personnel.
There is now a greater emphasis and importance on maintaining and improving high quality customer service and staff because they are the point of make-or-break sales and other interactions.
Research has shown highly successful service organizations have lower marketing costs, fewer upset customers, and more repeat business—customers are “voting with their feet,” which is key when customer loyalty has become obsolete.
An added bonus to good service is morale; job satisfaction is higher and employee absenteeism and turnover are lower.
As customer service is an essential part of the Help Desk, this Help Desk Technician Certification Kit will address the basics of Customer Service in a clear and convenient way, enabling each student or their company to build the foundation for a strong business and happy customers. — 5 IT Service Management Effective IT Service Management within the organization will support the Help Desk and provide staff with the tools they need to achieve high-quality customer service.
The term IT Service Management is used in many ways by different management frameworks and the organizations that seek to use them.
While there are variations across these different sources of guidance, common elements for defining ITSM include: • • • • Description of the processes required to deliver and support IT Services for customers A focus on delivering and supporting the technology or products needed by the business to meet key organizational objectives or goals Definition of roles and responsibilities for the people involved including IT staff, customers, and other stakeholders involved The management of external suppliers (partners) involved in the delivery and support of the technology and products being delivered and supported by IT The combination of these elements provide the capabilities required for an IT organization to deliver and support quality IT Services that meet specific business needs and requirements.
Formal definitions of ITSM define it as: “A set of specialized organizational capabilities for providing value to customers in the form of services”.
These organizational capabilities are influenced by the needs and requirements of customers, the culture that exists within the service organization, and the intangible nature of the output and intermediate products of IT services.
However, IT Service Management comprises more than just these capabilities alone, being complemented by an industry of professional practice and wealth of knowledge, experience and skills. 59 Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: store.theartofservice.com I eLearning: theartofservice.org I Phone: +61 (0) 7 3252 2055 5.1 Good practices Ignoring public frameworks and standards can needlessly place an organization at a disadvantage.organizations should seek to cultivate their own proprietary knowledge on top of a body of knowledge developed from using public frameworks and standards.
Generally good practices are defined as those formalized as a result of being successful in wide-industry use.
Public frameworks (ITIL, COBIT, CMMI etc.): Frameworks are scaled and adapted by the organization when implemented, rather than following a prescriptive set of practices (standards).
Examples of public frameworks for ITSM include: • • • ITIL ® COBIT—The Control Objectives for Information and related Technology Capability Maturity Model Integrated (CMMI) for IT Services Standards: Usually a formal document that establishes uniform engineering or technical criteria, methods, processes, and practices.
Unlike frameworks, they are prescriptive in declaring mandatory elements that must be demonstrated.
Examples of standards relating to ITSM are: • • ISO/IEC 20000—International Standard for IT Service Management ISO/IEC 27001—International Standard for Information Security Management Systems Proprietary knowledge of organizations and individuals: Specific expertise developed for internal purposes or developed in order to sell to other organizations (EG Gartner).
ITIL® stands for the Information Technology Infrastructure Library.
ITIL® is the international de facto management framework describing good practices for IT Service Management.
The ITIL® framework evolved from the UK government’s efforts during the 1980s to document how successful organizations approached service management.
By the early 1990s they had produced a large collection of books documenting the best practices for IT Service Management.
This library was eventually entitled the IT Infrastructure Library.
The Office of Government Commerce in the UK continues to operate as the trademark owner of ITIL®.
ITIL® has gone through several evolutions and was most recently refreshed with the release of 60 Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: store.theartofservice.com I eLearning: theartofservice.org I Phone: +61 (0) 7 3252 2055 version 3 in 2007.
Through these evolutions, the scope of practices documented has increased in order to stay current with the continued maturity of the IT industry and meet the needs and requirements of the ITSM professional community.
ITIL® is only one of many sources for ITSM good practices and should be used to complement any other set of practices being used by an organization.
Five volumes make up the IT Infrastructure Library (Version 3). • • • • • Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Each volume provides the guidance necessary for an integrated approach and addresses capabilities’ direct impact on a service provider’s performance.
The structure of the ITIL® framework is that of the service lifecycle.
It ensures organizations are able to leverage capabilities in one area for learning and improvements in others.
The framework is used to provide structure, stability, and strength to service management capabilities with durable principles, methods, and tools.
This enables service providers to protect investments and provide the necessary basis for measurement, learning, and improvement.
In addition to the core publications, there is also ITIL® Complimentary Guidance.
This consists of a complimentary set of publications with guidance specific to industry sectors, organization types, operating models, and technology architectures.
At present, this complimentary guidance is available by subscription from www.bestpracticelive.com. 61 Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: store.theartofservice.com I eLearning: theartofservice.org I Phone: +61 (0) 7 3252 2055 6 Service Delivery Principles 6.1 Capacity Management 6.1.1 Goals and objectives The primary goal of Capacity Management is to ensure that cost-justifiable IT capacity in all areas of IT exists and is matched to the current and future agreed needs of the business in a timely manner.
While the focal point of Capacity Management is to ensure adequate performance and capacity of IT services are being developed and already delivered, there are many supporting elements including IT components, product and software licenses, physical sites, human resources, and third party products that will all need to be managed appropriately for this goal to be achieved.
As a result, while many activities will be the responsibility of other IT Service Management or general organizational management processes (such as managing human resources), Capacity Management will be involved in the high level planning of each of these elements.
As a general guide, Capacity Management seeks to understand and support: • • • • The current business operation and its requirements, through the patterns of business activity (provided by Demand Management) The future business plans and requirements (provided by Service Portfolio Management) The agreed service targets for performance and capacity (provided by Service Level Management) All areas of IT technology in regards to the requirements for capacity and performance When implemented effectively, Capacity Management can help to ensure that there are no surprises with regard to service and component design and performance. 62 — Question 20 The main benefit of utilizing IT Service Management practices for a Help Desk Technician is? a) To reduce the cost of IT support for customers and users b) To improve the consistency, efficiency and value provided by support and maintenance activities being performed c) Reduce the amount of calls to the Help Desk regarding simple computer issues d) To improve their future job prospects 138 Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: store.theartofservice.com I eLearning: theartofservice.org I Phone: +61 (0) 7 3252 2055 11 Industry Certifications 11.1 ITIL® Certification Pathways There are many pathway options that are available once you have acquired your ITIL® Foundation Certification.
Below illustrates the possible pathways that are available to you.
Currently it is intended that the highest certification is the ITIL® V3 Expert, considered to be equal to that of Diploma Status.
The ITIL® Master is currently (2011) is in pilot phase. Figure 12.A – ITIL® Certification Pathway For more information on certification and available programs, please visit our website theartofservice.com. 139 Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: store.theartofservice.com I eLearning: theartofservice.org I Phone: +61 (0) 7 3252 2055 11.2 ISO/IEC 20000 Pathways ISO/IEC 20000 Standard is becoming a basic requirement for IT Service providers and is fast becoming the most recognized symbol of quality regarding IT Service Management processes.
Once you have acquired your ITIL® Foundation Certification, you are eligible to pursue the ISO/IEC 20000 certification pathways.
ISO/IEC 20000 programs aim to assist IT professionals master and understand the standard itself and issues relating to earning actual standards compliance. Figure 12.B – ISO/IEC 20000 Certification Pathway For more information on certification and available programs, please visit our website theartofservice.com. 140 Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: store.theartofservice.com I eLearning: theartofservice.org I Phone: +61 (0) 7 3252 2055 11.3 Cloud Computing Regardless of the size, complexity, and ownership of the IT infrastructure, utilizing appropriate ITSM principles will always add value for customers and the IT service provider(s).
In the case of cloud computing environments, ITSM capabilities will need to be adapted somewhat to suit the organization’s needs, but the underlying core practices and principles should still remain the same.
To cater for this need, we have developed a set of education programs that provide individuals with the skills and knowledge required for managing cloud-based IT services. The certification pathway is made up by the following levels: Foundation: The Cloud Computing Foundation program is focused on ensuring that the candidate can explain: • • • • The various ways in which cloud environments are used for IT service provision The benefits that clouds offer to customers and IT organizations alike Important terminology relating to cloud computing Technologies supporting cloud computing and the primary vendors involved After passing the Foundation exam, the participant is awarded two points towards achieving their Executive Level certification. 141 Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: store.theartofservice.com I eLearning: theartofservice.org I Phone: +61 (0) 7 3252 2055
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