Service Management Foundation

Size: px
Start display at page:

Download "Service Management Foundation"

Transcription

1 Management Foundation From Best Practice to Implementation 2008 IBM Corporation

2 Agenda Management Foundation: - Fundamental building blocks for successful Management - ITIL v3: What s new in Operations and Transition From Best Practice to Implementation - Planning a successful Management roadmap - Overcoming organizational challenges: - Using a Process Reference Model to accelerate process design - Building a Management Technology Architecture - Case study: successful Management implementations

3 Management Foundation 2008 IBM Corporation

4 The current situation at a bank in the ASEAN region There is no integrated process framework Different tools are used for different processes: - Monitoring is done at the platform level, with no overall monitoring capability. There is no event management function, and event information is not passed to the Desk - Desk is currently using a CA product for Incident and Requests, but they are considering changing to a BMC product - 2 nd and 3 rd level support staff use PVCS Tracker for Problem Management - Change Requests are managed on spreadsheets - There is no formal Release Management process - Configuration management is done in an unstructured manner by each of the support teams in a silo and hero-based manner. Spreadsheets are used by some of the teams. Consequences: - The standard method of finding out about an availability problem is via a call to the Desk (users know before the IT team does) - There are significant availability issues, and there was recently a significant downtime of core banking services - Data is manually entered from one ITSM tool to the next - It is difficult to produce KPI reports, or understand the health of the IT services - Users are highly dissatisfied with IT services

5 Weak/missing processes continue to be the top ten biggest challenges faced by IT Organizations (identified by the Tivoli Assessment Program) Resource issues: including quantity, skill 1. Too few trained and dedicated 1. Resources: no formal Tivoli 1. Resource issues: including quantity, skill 1. Too few trained and dedicated 1. Resources: no formal Tivoli levels. resources. training, cross training and levels. resources. training, cross training and 2.Weak, 2. Weak, missing missing processes. processes Lack Lack of of basic basic IT quantity of resources. IT quantity of resources. 3. User buy-in, communication issues with 2. No Project Management. 3. User buy-in, communication issues with processes. 2. No Project Management. user community, getting proper user processes. 3. user community, getting proper user 3. No Project Management. 3. Lack Lack of of basic basic IT IT requirements. 3. No Project Management. requirements. 4. Deployed product is obsolete or processes. 4. Failure of strategy and lack of planning as 4. Deployed product is obsolete or processes. 4. Failure of strategy and lack of planning as at end-of-life. 4. Weak or undocumented applies to entire ESM as well as Tivoli. at end-of-life. 4. Weak or undocumented applies to entire ESM as well as Tivoli. 5. Weak or obsolete architecture. architecture. 5. Total cost 2005 of solution concerns/budget (due 5. Weak or obsolete architecture. architecture. 5. Total cost 2005 of solution concerns/budget (due 6. No internal communication 2006 and 5. Failure to upgrade product in a to global 1. economy) Inadequate creates staffing uneasiness & lack of formal Tivoli 6. training No internal communication 2006 and 5. Failure to upgrade product in a to global 1. economy) Inadequate creates staffing uneasiness & lack of formal Tivoli training little to no organizational timely manner. about ESM solution. and basic skills. (DB, UNIX, WinTel, Scripting) little to no organizational 1. timely manner. about ESM solution. and basic skills. (DB, UNIX, WinTel, Scripting) commitment. 1. Poor Poor management management of 6. of expectations No expectations in product level standardization in 6. Project management. commitment. 6. Project No product level standardization management. 7. Failure to maintain Tivoli 7. Low exploitation 2. Weak Weak management/enforcement of solution/competitive management/enforcement of lack 7. of lack of of SLAs. SLAs. Failure to maintain 2. Tivoli Lack of formal Tivoli training, across across environment environment training & (mainly TSM). (mainly TSM). 7. Low exploitation expectations of solution/competitive solution. 7. Unclear mission regarding Tivoli product issues. expectations through through SLAs. 2. Lack of formal Tivoli training, cross training & SLAs. solution. recommended number 7. of resources. Unclear mission regarding Tivoli product 3. issues. 8. Lack of focus and planning for due to lack of communication. 8. Environmental 3. Inconsistent Inconsistent incident maintenance not incident and done, and problem recommended number of resources. problem 8. Lack of focus 3. and planning Haphazard for product level standardization due to lack of across communication. 8. Environmental maintenance not done, all of ESM including 3. Tivoli. Haphazard product 8. level Inadequate standardization hardware across creates snowballing management. in place for effect of decreased all of ESM including environment Tivoli. & inadequate 8. hardware. Inadequate hardware in place for creates snowballing management. effect of decreased 9. Executives (generally new) environment & inadequate expansion. hardware. confidence 4. and Lack success. of overall ESM strategy with no Executive 9. Executives (generally 4. Underutilization new) of product functionality. expansion. confidence 4. and Lack success. of overall ESM strategy with no Executive realizing little value 4. in Tivoli/no Underutilization of product 9. Little functionality. to no testing before going to 9. Failure to completely support/direction. deploy. realizing little value in Tivoli/no 9. Little to no testing before going to 9. Failure to completely support/direction. 5. deploy. identifiable person responsible production. 10.Stresses 5. from Tivoli organization products demanding not included in disaster recovery 5. Inconsistent Inconsistent incident/problem incident/problem identifiable person responsible production. 10.Stresses 5. from Tivoli organization products demanding not included in disaster recovery for success of deployment. management, 10. Code defects (ITM). delivery of more plans/tests. function and reporting in for success of deployment. management, little little use 10. use of Code of metrics defects metrics (ITM). delivery of more plans/tests. function and reporting in 10. Concerns about product quality. less time. 6. Need for proper test environment to manage and 10. Concerns about product quality. less time. 6. Need for proper test environment to manage and trending. trending. change. (related to #4) 6. Failure to upgrade products & properly maintain change. (related to #4) 6. Failure to upgrade products & properly maintain 7. Failure to upgrade products and properly environment. (Endpoints, Tuning) 7. Failure to upgrade products and properly environment. (Endpoints, Tuning) maintain environment. (Endpoints, Tuning) 7. No proper test environment to manage change. maintain environment. (Endpoints, Tuning) 7. No proper test environment to manage change. 8. No Project Management & evangelizing of ESM 8. Weak or undocumented architecture. 8. No Project Management & evangelizing of ESM 8. Weak or undocumented architecture. 9. Tivoli products not included in disaster recovery Immaturity Immaturity of of process 9. Tivoli products not included in disaster recovery process plans/tests. implementation. implementation. (Focus (Focus on on Capacity, plans/tests. Capacity, 10. No Project Management & evangelizing of ESM. 10. No Project Management & evangelizing of ESM. Change, Change, Incident Incident management) management)

6 With evolution and increasing complexity of the managed environment, there is increasing need for effective IT processes Business Processes Composite Applications and SOA There has been a natural progression from managing infrastructure resources to systems, to IT services and business services. This requires a set of streamlined processes to improve efficiency of service management Business Applications SAP Oracle Legacy Middleware and IT s Managed Elements Mainframe Linux J2EE Appl User Business Transaction Change Management Processes Config Release Availability Level Servers Storage Infrastructure Networks

7 The ITIL v3 books introduce the concept of a service lifecycle, but do not provide a roadmap for implementing an IT Management program Strategy Converts strategic objectives into portfolios of services and service assets Develops policies, architectures, portfolios a new or changed service for introduction into the live environment Governance Methods Governance Methods Standards Standards Alignment Alignment Continual Improvement Continual Improvement Knowledge & Skills Knowledge & Skills Establishes the overall strategy for providing IT services. It consists of four main activities: - Define the market - Develop the offerings - Develop the strategic assets - Prepare for execution Case Studies Case Studies Strategies Strategies Specialty Topics Specialty Topics Templates Templates ITIL ITIL Operation Operation Transition Transition Transition Continual Improvement Review and analyze Level Achievement results Identify and implement improvement activities to improve IT quality and improve the efficiency and effectiveness of ITSM processes Guidance for the transitioning of new and changed services into the production environment It focuses on the broader, longterm change management role and release practices Objective is to ensure minimal unpredicted impact on production services, operations and support organization Scalability Scalability Improvement Continual Improvement Continual Continual Continual Improvement Improvement Executive Executive Introduction Introduction Quick Wins Quick Wins Qualifications Qualifications Operation Coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers Manage the technology that is used to deliver and support services Study Study Aids Aids

8 ITIL v3 covers a lifecycle of 5 phases and many processes Strategy Transition Operation Continual Improvement Strategy Portfolio Change Monitoring & Event Measurement & Control Market Intelligence Catalog Asset & Configuration Incident Measurement IT Financial Management Portfolio Level Capacity Knowledge & a service knowledge system Release & Deployment Planning Request Fulfillment (standard changes) Problem Assessment & Analysis The question is often Process Assessment & Where Analysis do I begin? Demand Management Availability Performance and Risk Evaluation Access Level Management Risk Management Continuity Testing Desk Improvement Planning Information Security (ISO 27K, ISO 20K) Acquire, Build, Test Release Infrastructure Management Supplier & Contract Release, Acceptance, Test & Pilot IT Operations Processes Functions Organizational Change & Communications Deployment, Decommission and Transfer Facilities Management

9 Operation and Transition are recognized to be the foundation and pre-requisites for effective Management In ITIL v2 most organizations started with the Support book, implementing the following functions/processes: - Desk - Incident Management - Problem Management - Change Management - Release Management - Configuration Management In ITIL v3 the same processes exist, but the list has been expanded to provide a more complete view of the service lifecycle: Operation: - Desk - Access Management - Request Fulfillment - Event Management - Incident Management - Problem Management Transition - Change Management - Transition Planning and Support - Knowledge Management - Release and Deployment Management - Validation and Testing - Asset and Configuration

10 The IT Management framework should be developed using an integrated, holistic approach www Desk Event Console Request Fulfillment Incident Problem Change Release Configuration Level

11 Request Fulfillment Request Fulfillment is the initial support handling of contact with IT users. The purpose of the Request Fulfillment Process is to receive service requests from users and route each request to the appropriate process for handling. Some service requests are handled by the Request Fulfillment Process, whereas many others are routed to other processes for fulfillment. Request Fulfillment can be the contact management process for an implementation of an IT Desk (or equivalent). Sample KPIs - User satisfaction with IT handling of Incidents requests Requests for information - Number of contacts handled Percent handled by the first line of support - Time to completion of service goal Desk Request Fulfillment Incident Configuration Level

12 Incident Management Incident Management provides rapid response to possible service disruptions. The purpose of the Incident Management process is to focus on the restoration of a service affected by any real or potential interruption which has impact upon the quality of that service. Sample KPIs - Number of incidents opened, closed, and pending (by severity level) - Percent of incidents closed with automated responses against manual responses - Percent of incidents closed using existing documentation (known errors) Desk Event Console Request Fulfillment Incident Problem Change Configuration Level

13 Problem Management Problem Management identifies and resolves the root causes of service disruptions. The purpose of the Problem Management process is to resolve problems affecting the IT service, both reactively and proactively. Problem Management finds trends in incidents, groups those incidents into problems, identifies the root causes of problems, and initiates change requests (RFCs) against those problems. Sample KPIs - Number of known problems eliminated - Status of change requests created to eliminate known problems - Historical number of incidents eliminated through problem elimination - Number of known errors (with workarounds) added to the known error database - Percent of incidents related to known problems Incident Problem Change Configuration

14 Change Management The purpose of the Change Management process is to achieve the successful introduction of changes to an IT system or environment. Success is measured as a balance of the timeliness and completeness of change implementation, the cost of implementation, and the minimization of disruption caused in the target system or environment. The process also ensures that appropriate details of changes to IT resources (assets, CIs) are recorded. Sample KPIs - Customer satisfaction with the timeliness and value of the change approval process - Percent of emergency changes - Percent of change requests needing revision - Percent of approved changes completed as planned and scheduled - Number of Incidents due to Approved changes and Non-approved changes Incident Problem Change Release Configuration Level

15 Release Management Release Management is the controlled deployment of approved changes within the IT infrastructure. The purpose of the Release Management process is to prepare and finalize release packages that are fit for deployment so that optimal business value will be attained when deployment occurs. Sample KPIs - Customer satisfaction with the value and quality of releases - Percent of releases Completed as planned and scheduled Rescheduled or delayed Needing revision - Number of incidents caused by a release Incident Change Release Configuration

16 Configuration Management Configuration Management identifies, controls, and maintains all elements in the IT infrastructure called Configuration Items. The purpose of the Configuration Management process is to maintain the integrity of the configuration item (CI) employed in, or related to, IT systems and infrastructure, and to provide accurate information about CIs and their relationships. Sample KPIs - Satisfaction of related processes with CMS accuracy, completeness, and usefulness - Percent of IT-controlled CIs represented in the CMS - Number of updates made to the CMS - Number of inaccuracies discovered in CMS data Request Fulfillment Incident Problem Change Release Configuration

17 From Best Practice to Implementation 2008 IBM Corporation

18 ITSM Implementation Challenges Once you decide to implement an ITSM solution, the questions are: - Where to begin? - How to determine where you are? - How to determine where you want to be? - How to get to where you want to be? How to determine your ITSM s "pain points" and gaps between theory and current reality? How to translate the ITIL framework and best practices into a design that can be implemented? How to customize ITIL best practices for your IT operational processes and procedures? How to train your staff to internalize ITSM and ITIL best practices? How to learn from other customer successes and failures?..

19 5 Steps to Plan for ITSM Implementation The first two steps establish a basis for the ITSM design phases. Awareness & Training Strategy & Plan Detailed Implementation Awareness & Training Assessment Process Detailed Tool Implementation Roadmap Planning Organization Architecture High Level Tool A well defined process for ITSM assessment and planning, and lesson son learned from other implementations can save you a lot of time and money.

20 Step 1: Awareness and Training Awareness & Training Understanding ITSM and ITIL processes is critical to the assessment and planning of IT Management. - ITSM concept, objectives, process definitions, activities, terminologies, relationships, roles, and responsibilities. - Advantages and benefits of using IT Infrastructure Library (ITIL) and IBM Process Reference Model for IT (PRM-IT) process models. - Key success factors and considerations for the implementation of ITSM based processes. The IBM Tivoli Unified Process Composer is a customizable process model that offers detailed content and tooling to enable content customization, extension, and publishing.

21 In addition to ITIL training, a well planned communications campaign helps instill awareness and cultural change

22 Step 2: ITSM Assessment Assessment Roadmap Planning The success of every IT Management implementation project is dependent on a combination of people, process, and technology. Understanding the current organizational capabilities, status and issues is critical to identify areas for development. This Assessment workshop draws inputs from executives, managers and IT professionals to baseline the current environment. It establishes the current status, the target and the roadmap. The results of benchmarking and reviews lead to identification of gaps in terms of people, process and technology issues. The ITSM assessment maybe based upon: - ISO/IEC COBIT - ITIL Maturity Matrix - ISM Adoption Model

23 Sample assessment results ISO/IEC Assessment Result 6.5 Capacity Management Act Plan 100% 80% 60% 40% 20% 0% Do Check COBIT levels of maturity Max Score Assessment Score

24 Step 3: Process Organization Architecture High Level Tool Key requirements are first captured through collaborative discussions, these include: - Key Business Drivers - IT Management Objectives - IT Management Requirements - Key Value Propositions - Critical - Critical Success Factors - Issues s are then developed for the Process, Organization, and Architecture. At this stage, a high level design of the tool is also defined.

25 IBM s Management Reference Architecture can be used as a design guide for the development of the ITSM tools architecture Business System Management Modeling & Correlation Decomposition Bus System Rules & Policies Business Health Analysis Monitoring Event Management Realtime Event Data Historical Event Data Resolution Detection & Filtering Correlation Operational Monitoring Infrastructure Monitoring Monitoring Data Operation/App Monitoring Capabiities Alerting Request Management Level Management Level Negotiation Level Attainment Standard Change Request Incident Logging Contracts Project Request SLAs OLAs UCs Request Asset Management Management Foundation Provisioning Entitlement Enrollment & Subscription Asset Management Asset Control Inventory Asset Asset Auditing Reporting Configuration Management CMDB User Contact Management Communication User Contact Data UC Monitoring Fulfillment & & Analysis Routing Change Management RFC RFC Audit & Assessment Review Incident Management Logging & Classification Incident Policies & Records Diagnosis & Resolution Reporting & Dashboards Metrics and Presentation Measurement Financial Management Metering Usage Data Budget & Billing & Planning Invoicing Cost Model & Rates Cost Accounting Management Resource Management Workload Load Management Balancing Workload Monitoring Policies & Profiles Transaction Batch & Job Management Customer Profiles Catalog Offering Catalog Ordering Management Execution & Choreography Configuration Control CI Auditing Discovery Discovery Topology Management Discovery Data CI Status Accounting Data Integration RFC Data Change Change Scheduling Implementation Knowledge Management Submission and Structuring Structured Knowledge Planning & Retrieve and Maintenance Publish Report Creation Templates & Data Data Escalation Transformation Problem Management Root Cause Proactive Analysis Problem Known Errors Definition & Resolution Prioritization Planning Release Management Software Platform Distribution Distributed Distributed Software Library Hardware Store Release Packaging Patch Release Testing Capacity Management Reservation Forecasting Capacity Data Demand Management Business Resource Capacity Capacity Capacity Flow Repository Flow Scheduling Development Flow Execution Fulfillment Tasks n 2 1 \ Flows n 2 1 Quality Management Performance Management Availability Management Continuity Management Levels Capacity Financials Process Performance Analysis Availability Analysis Availability Data BIA Recovery SC Data Performance Data Performance Correlation & Tuning Availability Planning Continuity Planning Process Runtime Environment Process Management Admin Portal Process Management Support Interface Common Process Data Store Process Execution Process Reporting

26 Sample of Functional Architecture

27 Sample Process (Workflow) Operational workflow - Making ITIL Actionable Tools Process Owner Incident Analyst Incident Manager Customer Support Rep External Process User

28 Step 4: Detailed Detailed Tool Detailed tools design will include the configuration of the tool, the design of reports, and construction of interfaces. Detailed tool integrations need to be addressed. This phase will also incorporate system and user acceptance testing. This provides the basis for the next step of implementation.

29 Example of process integration with tools Problem Notification Shutdown Notification S C DLCI Frame Status Relay Change DTE NetView S NetView Node Down S S S Link Down C C NetView C NetView Node Up Link Up Root Cause Analysis

30 Step 5: Implementation Implementation Implementation Planning prepares the organization and align resources for the implementation and deployment. Typical activities include: - Mapping the process roles to the functional roles - Training the staff on the new processes - Tools training User Acceptance Testing and sign-off for any new tools Move to production Monitor and report on the process KPIs Management to conduct periodic reviews Develop Improvement Programs for any areas where KPIs / SLAs are not being met

31 IBM s Accelerator Solutions for Tivoli delivers faster time-tovalue Awareness & Training Strategy & Plan Detailed Implementation Awareness & Training Assessment Process Detailed Tool Implementation Roadmap Planning Organization Architecture High Level Tool Accelerator fast-tracks design and implementation

32 What does an Accelerator have that is not already included in the software? Base code validation procedure Project plan Maintenance activity review Technical support procedure Organization change management considerations Personalization collection workshop Solution architecture Bill of materials Customized code Personalized code installation Technical support Model organization communication plan Teach the teacher training workshop Completed personalization worksheet Solution documentation Organization considerations planning workshop Model training plan

33 Putting things together 2008 IBM Corporation

34 In our experience we see five common phases that many organizations go through in building their ITSM architecture 5 Provide integrated IT & business performance monitoring Implement an integrated IT & business dashboard to support management reporting of business-aligned KPI s and continuous improvement Progressively implement KPIs Level Agreements leading to continuous improvement Provide enterprise-view of IT capacity and availability against SLAs Implement an integrated IT dashboard for proactive operational monitoring Advanced correlation of events to allow automated diagnosis and recovery Ensure that IT Configuration Items and Assets are managed IT asset management, configuration management, advanced change management & device auto-discovery functions Effectively manage IT services to the users Implement Desk solution with Request Fulfillment, Incident and Knowledge Base with basic Problem, Change, Release and Configuration. 1 Provide essential resource availability monitoring and basic event management Implement system management tools and processes with basic event management Basic Configuration information should exist to support component identification

ITIL V3 for Small and Medium Business. Michael O Mara IBM Service Management Executive Tivoli Asia Pacific

ITIL V3 for Small and Medium Business. Michael O Mara IBM Service Management Executive Tivoli Asia Pacific ITIL V3 for Small and Medium Business Michael O Mara IBM Service Management Executive Tivoli Asia Pacific The current situation at an SMB client in the ASEAN region There is no integrated process framework

More information

Implement a unified approach to service quality management.

Implement a unified approach to service quality management. Service quality management solutions To support your business objectives Implement a unified approach to service quality management. Highlights Deliver high-quality software applications that meet functional

More information

Copyright 11/1/2010 BMC Software, Inc 1

Copyright 11/1/2010 BMC Software, Inc 1 Copyright 11/1/2010 BMC Software, Inc 1 Copyright 11/1/2010 BMC Software, Inc 2 Copyright 11/1/2010 BMC Software, Inc 3 The current state of IT Service How we work today! INCIDENT SERVICE LEVEL DATA SERVICE

More information

Simplify and Automate IT

Simplify and Automate IT Simplify and Automate IT The current state of IT INCIDENT SERVICE LEVEL DATA SERVICE REQUEST ASSET RELEASE CONFIGURATION GOVERNANCE AND COMPLIANCE EVENT AND IMPACT ENTERPRISE SCHEDULING DASHBOARDS CAPACITY

More information

Simplify and Automate IT

Simplify and Automate IT Simplify and Automate IT Expectations have never been higher Reduce IT Costs 30% increase in staff efficiency Reduce support costs by 25% Improve Quality of Service Reduce downtime by 75% 70% faster MTTR

More information

Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits

Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits Summit Platform The Summit Platform provides IT organizations a comprehensive, integrated IT management solution that combines IT service management, IT asset management, availability management, and project

More information

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Processes and Best Practices Guide Document Release Date: July 2014 Software Release Date: July 2014 Legal

More information

Problem Management: A CA Service Management Process Map

Problem Management: A CA Service Management Process Map TECHNOLOGY BRIEF: PROBLEM MANAGEMENT Problem : A CA Service Process Map MARCH 2009 Randal Locke DIRECTOR, TECHNICAL SALES ITIL SERVICE MANAGER Table of Contents Executive Summary 1 SECTION 1: CHALLENGE

More information

ITIL Roles Descriptions

ITIL Roles Descriptions ITIL Roles s Role Process Liaison Incident Analyst Operations Assurance Analyst Infrastructure Solution Architect Problem Manager Problem Owner Change Manager Change Owner CAB Member Release Analyst Test

More information

Maximo ITSM Product Suite. Francois Marais

Maximo ITSM Product Suite. Francois Marais Maximo ITSM Product Suite Francois Marais What do we mean by Maximo Service & IT Asset Management (ITSM)? MAXIMO and TIVOLI Traditional Maximo Service desk (ITSM) NOW! Tivoli Service Request Manager TSRM

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 4.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

An ITIL Perspective for Storage Resource Management

An ITIL Perspective for Storage Resource Management An ITIL Perspective for Storage Resource Management BJ Klingenberg, IBM Greg Van Hise, IBM Abstract Providing an ITIL perspective to storage resource management supports the consistent integration of storage

More information

HP Service Manager software

HP Service Manager software HP Service Manager software The HP next generation IT Service Management solution is the industry leading consolidated IT service desk. Brochure HP Service Manager: Setting the standard for IT Service

More information

Applying ITIL v3 Best Practices

Applying ITIL v3 Best Practices white paper Applying ITIL v3 Best Practices to improve IT processes Rocket bluezone.rocketsoftware.com Applying ITIL v. 3 Best Practices to Improve IT Processes A White Paper by Rocket Software Version

More information

"Service Lifecycle Management strategies for CIOs"

Service Lifecycle Management strategies for CIOs "Service Lifecycle strategies for CIOs" Ralf Hart, Sales Manager CEE Europe FrontRange Solutions 10th December 2008 Agenda FrontRange Solutions The challenges the IT community faces What is the solution?

More information

Foundation. Summary. ITIL and Services. Services - Delivering value to customers in the form of goods and services - End-to-end Service

Foundation. Summary. ITIL and Services. Services - Delivering value to customers in the form of goods and services - End-to-end Service ITIL ITIL Foundation Summary ITIL and s Design s - Delivering value to customers in the form of goods and services - End-to-end ITIL Best Practice - Scalable and not prescriptive - Gathered from Users,

More information

ITIL Foundation for IT Service Management 2011 Edition

ITIL Foundation for IT Service Management 2011 Edition ITIL Foundation for IT Service Management 2011 Edition ITIL Rev 03.12 3 days Description ITIL (IT Infrastructure Library) provides a practical, no-nonsense framework for identifying, planning, delivering

More information

ITIL V3 Service Lifecycle Key Inputs and Outputs

ITIL V3 Service Lifecycle Key Inputs and Outputs ITIL V3 Lifecycle & ITIL V3 Lifecycle Key 1 ITIL V3 Lifecycle & Use Material Complying with all applicable copyright laws is responsibility user No part this document may be reproduced, stored in or introduced

More information

IBM Service Management solutions White paper. Make ITIL actionable with Tivoli software.

IBM Service Management solutions White paper. Make ITIL actionable with Tivoli software. IBM Service solutions White paper Make ITIL actionable with Tivoli software. June 2008 2 Contents 2 Introduction 3 ITIL: best practices for best results 4 Support ITIL best practices with comprehensive

More information

ITIL v3. Service Management

ITIL v3. Service Management ITIL v3 1 as a Practice ITIL = IT Infrastructure Library Set of books giving guidance on the provision of quality IT services Common language Best practices in delivery of IT services Not standards! Platform

More information

How To Create A Help Desk For A System Center System Manager

How To Create A Help Desk For A System Center System Manager System Center Service Manager Vision and Planned Capabilities Microsoft Corporation Published: April 2008 Executive Summary The Service Desk function is the primary point of contact between end users and

More information

Address IT costs and streamline operations with IBM service desk and asset management.

Address IT costs and streamline operations with IBM service desk and asset management. Asset management and service desk solutions To support your IT objectives Address IT costs and streamline operations with IBM service desk and asset management. Highlights Help improve the value of IT

More information

Software Asset Management (SAM) and ITIL Service Management - together driving efficiency

Software Asset Management (SAM) and ITIL Service Management - together driving efficiency Software Asset Management (SAM) and ITIL Service Management - together driving efficiency Ian Preskett MIET C.Eng. MBCS CITP Software Asset Management Consultant ian.preskett@ipassociatesltd.co.uk Agenda

More information

ITIL: Foundation (Revision 1.6) Course Overview. Course Outline

ITIL: Foundation (Revision 1.6) Course Overview. Course Outline ITIL: Foundation (Revision 1.6) Course Overview The ITIL Foundation Certification Course introduces the new student to the fundamentals of IT Service Management as described in the IT Infrastructure Library

More information

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode)

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode) HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Processes and Best Practices Guide (Codeless Mode) Document Release Date: December, 2014 Software Release

More information

Information Technology Infrastructure Library (ITIL )

Information Technology Infrastructure Library (ITIL ) Information Technology Infrastructure Library (ITIL ) A Case Study on Incident Management February 8, 2006 Tim Shepich Principal, IT Management Consulting, Nouri Associates Inc. itsmf USA San Diego Local

More information

BMC Software Consulting Services. Fermilab Computing Division Service Catalog & Communications: Process and Procedures

BMC Software Consulting Services. Fermilab Computing Division Service Catalog & Communications: Process and Procedures BMC Software Consulting Services Service Catalog & Communications: Process and Procedures Policies, Client: Date : Version : Fermilab 02/12/2009 1.0 GENERAL Description Purpose This document establishes

More information

The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence

The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver White Paper: BEST PRACTICES The Modern Service Desk: Contents Introduction............................................................................................

More information

Free ITIL v.3. Foundation. Exam Sample Paper 1. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass

Free ITIL v.3. Foundation. Exam Sample Paper 1. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass Free ITIL v.3. Foundation Exam Sample Paper 1 You have 1 hour to complete all 40 Questions You must get 26 or more correct to pass Compliments of Advance ITSM www.advanceitsm.com 1. What is the main reason

More information

Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid clouds.

Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid clouds. ENTERPRISE MONITORING & LIFECYCLE MANAGEMENT Unify IT Operations Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid

More information

Dynamic Service Desk. Unified IT Management. Solution Overview

Dynamic Service Desk. Unified IT Management. Solution Overview I T S E R V I C E + I T A S S E T M A N A G E M E N T INFRASTRUCTURE MANAGEMENT Dynamic Service Desk Unified IT Management Achieving business and IT alignment requires having insight into hardware and

More information

Service Strategy. Process orientation Terminology Inputs and outputs Activities Process flow / diagram Process Roles Challenges KPIs

Service Strategy. Process orientation Terminology Inputs and outputs Activities Process flow / diagram Process Roles Challenges KPIs ITIL V3 Over View ITIL V3 Structure Strategy ITIL V3 Overview Design Transition Operation Process orientation Terminology Inputs and outputs Activities Process flow / diagram Process Roles Challenges KPIs

More information

ITSM Maturity Model. 1- Ad Hoc 2 - Repeatable 3 - Defined 4 - Managed 5 - Optimizing No standardized incident management process exists

ITSM Maturity Model. 1- Ad Hoc 2 - Repeatable 3 - Defined 4 - Managed 5 - Optimizing No standardized incident management process exists Incident ITSM Maturity Model 1- Ad Hoc 2 - Repeatable 3 - Defined 4 - Managed 5 - Optimizing No standardized incident process exists Incident policies governing incident Incident urgency, impact and priority

More information

Problem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies

Problem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies Problem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies Problem Management Overview Agenda Overview of the ITIL framework Overview of Problem Management

More information

BMC Software s ITSM Solutions: Remedy ITSM & Service Desk Express SOLUTION WHITE PAPER

BMC Software s ITSM Solutions: Remedy ITSM & Service Desk Express SOLUTION WHITE PAPER BMC Software s ITSM Solutions: Remedy ITSM & Service Desk Express SOLUTION WHITE PAPER Table of Contents Introduction................................................... 1»» BMC Remedy Service Desk Overview

More information

Enabling ITIL Best Practices Through Oracle Enterprise Manager, Session #081163 Ana Mccollum Enterprise Management, Product Management

Enabling ITIL Best Practices Through Oracle Enterprise Manager, Session #081163 Ana Mccollum Enterprise Management, Product Management Enabling ITIL Best Practices Through Oracle Enterprise Manager, Session #081163 Ana Mccollum Enterprise Management, Product Management Andy Oppenheim Enterprise Management, Product Management Mervyn Lally

More information

Integrated processes aligned to your business The examples of the new NetEye and EriZone releases

Integrated processes aligned to your business The examples of the new NetEye and EriZone releases Integrated processes aligned to your business The examples of the new NetEye and EriZone releases Georg Kostner, Product Manager NetEye / EriZone 4/15/2015 1 Measurement & management in most organizations

More information

Wilhelmenia Ravenell IT Manager Eli Lilly and Company

Wilhelmenia Ravenell IT Manager Eli Lilly and Company Wilhelmenia Ravenell IT Manager Eli Lilly and Company Agenda Introductions The Service Management Framework Keys of a successful Service management transformation Why transform? ROI and the customer experience

More information

ITIL v3 Service Manager Bridge

ITIL v3 Service Manager Bridge ITIL v3 Service Manager Bridge Course Length: 5 Days Course Overview This 5 day hands on, certification training program enables ITIL Version 2 certified Service Managers to upgrade their Service Manager

More information

BSM Transformation through CMDB Deployment. Streamlining the Integration of Change and Release Management

BSM Transformation through CMDB Deployment. Streamlining the Integration of Change and Release Management BSM Transformation through CMDB Deployment Streamlining the Integration of Change and Release Management Gordon Owens, Managing Consultant generatione Technologies Agenda Brief Introduction Building Blocks

More information

An Implementation Roadmap

An Implementation Roadmap An Implementation Roadmap The 2nd Abu Dhabi IT s Forum P J Corum, CSQA, CSTE, ITSM Managing Director Quality Assurance Institute Middle East and Africa Dubai, UAE Quality Assurance Institute Middle East

More information

IBM Tivoli Service Request Manager

IBM Tivoli Service Request Manager Deliver high-quality services while helping to control cost IBM Tivoli Service Request Manager Highlights Streamline incident and problem management processes for more rapid service restoration at an appropriate

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper B, version 5.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

ITSM 101. Patrick Connelly and Sandeep Narang. Gartner. www.it.ufl.edu

ITSM 101. Patrick Connelly and Sandeep Narang. Gartner. www.it.ufl.edu ITSM 101 Patrick Connelly and Sandeep Narang Gartner 1 IT Service Management 101 Agenda What is IT Service Management? Why is IT Service Management Important? Speaking a Common Language: Overview of Key

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

ITSM Process Description

ITSM Process Description ITSM Process Description Office of Information Technology Incident Management 1 Table of Contents Table of Contents 1. Introduction 2. Incident Management Goals, Objectives, CSFs and KPIs 3. Incident Management

More information

Introduction. What is ITIL? Automation Centre. Tracker Suite and ITIL

Introduction. What is ITIL? Automation Centre. Tracker Suite and ITIL 1 Introduction The Information Technology Infrastructure Library (ITIL) aims to improve the management of IT services within the organization, for lowered costs, improved efficiency and productivity. But

More information

SAP IT Infrastructure Management

SAP IT Infrastructure Management SAP IT Infrastructure Management Legal Disclaimer This presentation is not subject to your license agreement or any other agreement with SAP. SAP has no obligation to pursue any course of business outlined

More information

Project Management and ITIL Transitions

Project Management and ITIL Transitions Project Management and ITIL Transitions April 30 th 2012 Linda Budiman Director CSC 1 Agenda Thought Leadership: Linda Budiman What is ITIL & Project Management: Applied to Transitions Challenges & Successes:

More information

Managing IT Using the Summit Platform

Managing IT Using the Summit Platform White Paper Managing IT Using the Summit Platform SUMMUS Software 1 Introduction Midsize and enterprise organizations worldwide are faced with increasingly tough challenges. Many are asking their IT organizations

More information

Vistara Lifecycle Management

Vistara Lifecycle Management Vistara Lifecycle Management Solution Brief Unify IT Operations Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid

More information

Problem Management Fermilab Process and Procedure

Problem Management Fermilab Process and Procedure Management Fermilab Process and Procedure Prepared for: Fermi National Laboratory June 12, 2009 Page 1 of 42 GENERAL Description Purpose Applicable to Supersedes This document establishes a Management

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 4.2 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

SOLUTION WHITE PAPER. Align Change and Incident Management with Business Priorities

SOLUTION WHITE PAPER. Align Change and Incident Management with Business Priorities SOLUTION WHITE PAPER Align Change and Incident Management with Business Priorities Table of Contents Executive summary 1 the Need for Business aware Service support processes 2 The Challenge of Traditional

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

Introduction to ITIL: A Framework for IT Service Management

Introduction to ITIL: A Framework for IT Service Management Introduction to ITIL: A Framework for IT Service Management D O N N A J A C O B S, M B A I T S E N I O R D I R E C T O R C O M P U T E R O P E R A T I O N S I N F O R M A T I O N S Y S T E M S A N D C

More information

CA Service Desk Manager

CA Service Desk Manager PRODUCT BRIEF: CA SERVICE DESK MANAGER CA Service Desk Manager CA SERVICE DESK MANAGER IS A VERSATILE, COMPREHENSIVE IT SUPPORT SOLUTION THAT HELPS YOU BUILD SUPERIOR INCIDENT AND PROBLEM MANAGEMENT PROCESSES

More information

ITIL V3 Foundation Certification - Sample Exam 1

ITIL V3 Foundation Certification - Sample Exam 1 ITIL V3 Foundation Certification - Sample Exam 1 The new version of ITIL (Information Technology Infrastructure Library) was launched in June 2007. ITIL V3 primarily describes the Service Lifecycle of

More information

ITSM Reporting Services. Enterprise Service Management. Monthly Metric Report

ITSM Reporting Services. Enterprise Service Management. Monthly Metric Report ITSM Reporting Services Monthly Metric Report October 2011 Contents Introduction 3 Background 3 Purpose 3 Scope 3 AI6 Manage Change 4 Number of Changes Logged 4 Number of Emergency Changes Logged 4 Percentage

More information

Integrating Project Management and Service Management

Integrating Project Management and Service Management Integrating Project and Integrating Project and By Reg Lo with contributions from Michael Robinson. 1 Introduction Project has become a well recognized management discipline within IT. is also becoming

More information

LANDesk Service Desk. Outstanding IT Service Management Made Easy

LANDesk Service Desk. Outstanding IT Service Management Made Easy LANDesk Service Desk Outstanding IT Service Management Made Easy Deliver Outstanding IT Services to Employees, Citizens and Customers LANDesk Service Desk enables organizations to deliver outstanding IT

More information

The ITIL Foundation Examination Sample Paper A, version 5.1

The ITIL Foundation Examination Sample Paper A, version 5.1 The ITIL Foundation Examination Sample Paper A, version 51 Multiple Choice Instructions 1 All 40 questions should be attempted 2 All answers are to be marked on the answer grid provided 3 You have 60 minutes

More information

Management Packs for Database

Management Packs for Database Management Packs for Database Diagnostics Pack for Database Oracle Diagnostics Pack for Database offers a complete, cost-effective, and easy to use solution for managing the performance of Oracle Database

More information

EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q. Exam Code: EX0-001. Exam Name: ITIL Foundation (syllabus 2011) Exam

EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q. Exam Code: EX0-001. Exam Name: ITIL Foundation (syllabus 2011) Exam EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q Number: EX0-001 Passing Score: 800 Time Limit: 120 min File Version: 24.5 http://www.gratisexam.com/ Exam Code: EX0-001 Exam Name: ITIL Foundation (syllabus

More information

Combine ITIL and COBIT to Meet Business Challenges

Combine ITIL and COBIT to Meet Business Challenges Combine ITIL and COBIT to Meet Business Challenges By Peter Hill, Director, IT Governance Network, and Ken Turbitt, Best Practices Director, BMC Software BEST PRACTICES WHITE PAPER Table of Contents ABSTRACT...

More information

SOLUTION WHITE PAPER

SOLUTION WHITE PAPER SOLUTION WHITE PAPER BMC Service Resolution: Bridging the Gap between Network Operations and the Service Desk Improve service availability and mean time to repair (MTTR) while prioritizing event resolution

More information

performance indicators (KPIs) are calculated based on process data, and displayed in easy-to-use management views.

performance indicators (KPIs) are calculated based on process data, and displayed in easy-to-use management views. DATA SHEET iet ITSM IT Service Management through ITIL To keep a business running as smoothly as possible, IT must operate by defined processes and must align itself with business needs. There are guidelines,

More information

The Importance of Information Delivery in IT Operations

The Importance of Information Delivery in IT Operations The Importance of Information Delivery in IT Operations David Williams Notes accompany this presentation. Please select Notes Page view. These materials can be reproduced only with written approval from

More information

ISO/IEC 20000 ITIL Service Management V.2 V s V.3 Project ACE Andy Evans Programme Director and Strategic Programme Advisor

ISO/IEC 20000 ITIL Service Management V.2 V s V.3 Project ACE Andy Evans Programme Director and Strategic Programme Advisor ISO/IEC 20000 ITIL Service Management V.2 V s V.3 Project ACE Andy Evans Programme Director and Strategic Programme Advisor Introduction Andy Evans 7 years with the Global Brand Leader in IT Service Management

More information

SOA management challenges. After completing this topic, you should be able to: Explain the challenges of managing an SOA environment

SOA management challenges. After completing this topic, you should be able to: Explain the challenges of managing an SOA environment Managing SOA Course materials may not be reproduced in whole or in part without the prior written permission of IBM. 4.0.3 4.0.3 Unit objectives After completing this unit, you should be able to: Explain

More information

Hong Kong Information Security Group TRAINING AGENDA

Hong Kong Information Security Group TRAINING AGENDA TRAINING AGENDA THE ITIL FOUNDATION CERTIFICATE IN IT SEVICE MANAGEMENT The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of

More information

The CMDB: The Brain Behind IT Business Value

The CMDB: The Brain Behind IT Business Value Thought Leadership white paper The CMDB: The Brain Behind IT Business Value By Gerry Roy, Director of Solutions Management for BMC Atrium and BMC Service Support, BMC Software TABLE OF CONTENTS Executive

More information

Information Technology Engineers Examination. Information Technology Service Manager Examination. (Level 4) Syllabus

Information Technology Engineers Examination. Information Technology Service Manager Examination. (Level 4) Syllabus Information Technology Engineers Examination Information Technology Service Manager Examination (Level 4) Syllabus Details of Knowledge and Skills Required for the Information Technology Engineers Examination

More information

CMDB Essential to Service Management Strategy. All rights reserved 2007

CMDB Essential to Service Management Strategy. All rights reserved 2007 CMDB: Essential to the Service Management strategy Business Proposition: This white paper describes how the CMDB is an essential component of the IT Service Management Strategy, and why the FrontRange

More information

Preparation Guide. EXIN IT Service Management Associate Bridge based on ISO/IEC 20000

Preparation Guide. EXIN IT Service Management Associate Bridge based on ISO/IEC 20000 Preparation Guide EXIN IT Service Management Associate Bridge based on ISO/IEC 20000 Edition January 2014 Copyright 2014 EXIN All rights reserved. No part of this publication may be published, reproduced,

More information

ROUTES TO VALUE. Business Service Management: How fast can you get there?

ROUTES TO VALUE. Business Service Management: How fast can you get there? ROUTES TO VALUE Business Service : How fast can you get there? BMC Software helps you achieve business value quickly Each Route to Value offers a straightforward entry point to BSM; a way to quickly synchronize

More information

Use product solutions from IBM Tivoli software to align with the best practices of the Information Technology Infrastructure Library (ITIL).

Use product solutions from IBM Tivoli software to align with the best practices of the Information Technology Infrastructure Library (ITIL). ITIL-aligned solutions White paper Use product solutions from IBM Tivoli software to align with the best practices of the Information Technology Infrastructure Library (ITIL). January 2005 2 Contents 2

More information

Preparation Guide. EXIN IT Service Management Associate based on ISO/IEC 20000

Preparation Guide. EXIN IT Service Management Associate based on ISO/IEC 20000 Preparation Guide EXIN IT Service Management Associate based on ISO/IEC 20000 Edition January 2014 Copyright 2014 EXIN All rights reserved. No part of this publication may be published, reproduced, copied

More information

WHITE PAPER. iet ITSM Enables Enhanced Service Management

WHITE PAPER. iet ITSM Enables Enhanced Service Management iet ITSM Enables Enhanced Service Management iet ITSM Enables Enhanced Service Management Need for IT Service Management The focus within the vast majority of large and medium-size companies has shifted

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper B, version 4.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

Understanding ITIL Service Portfolio Management and the Service Catalog. An approach for implementing effective service lifecycle management

Understanding ITIL Service Portfolio Management and the Service Catalog. An approach for implementing effective service lifecycle management best practices WHITE PAPER Understanding ITIL Service Portfolio Management and the Service Catalog An approach for implementing effective service lifecycle management Table of Contents Executive Summary...1

More information

ITIL / ITSM: Where Do I Start?

ITIL / ITSM: Where Do I Start? ITIL / ITSM: Where Do I Start? A whitepaper presented by: Third Sky, Inc. 75 Union Street, Suite 100 Brighton, MA 02135 http://www.thirdsky.com In partnership with: FrontRange Solutions, Inc. Page 1 of

More information

SAP IT Infrastructure Management. Dirk Smit ALM Engagement Manager SAP Africa dirk.smit@sap.com

SAP IT Infrastructure Management. Dirk Smit ALM Engagement Manager SAP Africa dirk.smit@sap.com SAP IT Infrastructure Management Dirk Smit ALM Engagement Manager SAP Africa dirk.smit@sap.com Challenges in managing heterogeneous IT environments Determine the value that IT contributes to the business

More information

BMC Service Assurance. Proactive Availability and Performance Management Capacity Optimization

BMC Service Assurance. Proactive Availability and Performance Management Capacity Optimization BMC Service Assurance Proactive Availability and Performance Management Capacity Optimization BSM enables cross-it workflow Proactive Operations Initiatives Incident Management Proactive Operations REQUEST

More information

IBM Service Management solutions White paper. IBM Service Management and MRO Software Maximo synergies, convergence and roadmap.

IBM Service Management solutions White paper. IBM Service Management and MRO Software Maximo synergies, convergence and roadmap. White paper IBM Service Management and MRO Software Maximo synergies, convergence and roadmap. December 2006 Page 2 Contents 2 Executive summary 5 Converging industry-proven platforms and processes 9 Directions

More information

Closed Loop Incident Process

Closed Loop Incident Process Closed Loop Incident Process From fault detection to closure Andreas Gutzwiller Presales Consultant, Hewlett-Packard (Schweiz) HP Software and Solutions 2010 Hewlett-Packard Development Company, L.P. The

More information

Control Costs with a 4-Speed SACM Transmission

Control Costs with a 4-Speed SACM Transmission WHITE PAPER: Control Costs with a 4-Speed SACM Transmission Brent J. Knipfer Director ITSM Product Management CompuCom May 2012 Executive Summary IT executives are clamoring for more control over the physical

More information

Address IT costs and streamline operations with IBM service request and asset management solutions.

Address IT costs and streamline operations with IBM service request and asset management solutions. Service management solutions To support your IT objectives Address IT costs and streamline operations with IBM service request and asset management solutions. Highlights Help service desk technicians become

More information

ITIL: Service Operation

ITIL: Service Operation ITIL: Service Operation Course Course Chapter 01 - Course Lesson: Course Organization Welcome to the Course! Mentoring Community s Why Are You Here? Using Bloom s Taxonomy What do you Expect? Housekeeping

More information

Configuration Management System:

Configuration Management System: True Knowledge of IT infrastructure Part of the SunView Software White Paper Series: Service Catalog Service Desk Change Management Configuration Management 1 Contents Executive Summary... 1 Challenges

More information

ITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0

ITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0 ITIL by Test-king Number: ITIL-F Passing Score: 800 Time Limit: 120 min File Version: 15.0 Sections 1. Service Management as a practice 2. The Service Lifecycle 3. Generic concepts and definitions 4. Key

More information

Criticism of Implementation of ITSM & ISO20000 in IT Banking Industry. Presented by: Agus Sutiawan, MIT, CISA, CISM, ITIL, BSMR3

Criticism of Implementation of ITSM & ISO20000 in IT Banking Industry. Presented by: Agus Sutiawan, MIT, CISA, CISM, ITIL, BSMR3 Criticism of Implementation of ITSM & ISO20000 in IT Banking Industry Presented by: Agus Sutiawan, MIT, CISA, CISM, ITIL, BSMR3 Outline What is IT Service Management What is ISO 20000 Step by step implementation

More information

Software Asset Management High Risk, High Reward

Software Asset Management High Risk, High Reward Software Asset Management High Risk, High Reward January 2014 Andy Deas adeas@deloitte.com Travis Markowitz tmarkowitz@deloitte.com Eli Black eliblack@deloitte.com Contents What is Software Asset Management

More information

Cisco Unified Communications and Collaboration technology is changing the way we go about the business of the University.

Cisco Unified Communications and Collaboration technology is changing the way we go about the business of the University. Data Sheet Cisco Optimization s Optimize Your Solution using Cisco Expertise and Leading Practices Optimizing Your Business Architecture Today, enabling business innovation and agility is about being able

More information

Version 1.0. IT Service Management & IT Asset Management Services (ITSM & ITAM Services) Governance Process

Version 1.0. IT Service Management & IT Asset Management Services (ITSM & ITAM Services) Governance Process Version 1.0 IT Service Management & IT Asset Management Services (ITSM & ITAM Services) Governance Process Table of Contents 1 Planning and Organization... 6 1.1 Executive Overview... 6 1.1.1 ITSM & ITAM

More information

LANDesk Service Desk Certified in All 15 ITIL. v3 Suitability Requirements. LANDesk demonstrates capabilities for all PinkVERIFY 3.

LANDesk Service Desk Certified in All 15 ITIL. v3 Suitability Requirements. LANDesk demonstrates capabilities for all PinkVERIFY 3. LANDesk Service Desk LANDesk Service Desk Certified in All 15 ITIL v3 Suitability Requirements PinkVERIFY is an objective software tool assessment service that validates toolsets that meet a set of functional

More information

The Future of Best Practices in IT Service Management - ITIL Version 3 Explained

The Future of Best Practices in IT Service Management - ITIL Version 3 Explained The Future of Best Practices in IT Service Management - ITIL Version 3 Explained Reg Harbeck CA Monday, August 13, 2007 Session 1455 ITIL V3: The Processes Governance Processes: Service Measurement Service

More information

Which statement about Emergency Change Advisory Board (ECAB) is CORRECT?

Which statement about Emergency Change Advisory Board (ECAB) is CORRECT? ITIL Foundation mock exam 4 1. Which of the following is NOT a purpose of Service Transition? A) To ensure that a service can be managed, operated and supported B) To provide training and certification

More information

Reduce IT Costs by Simplifying and Improving Data Center Operations Management

Reduce IT Costs by Simplifying and Improving Data Center Operations Management Thought Leadership white paper Reduce IT Costs by Simplifying and Improving Data Center Operations Management By John McKenny, Vice President of Worldwide Marketing for Mainframe Service Management, BMC

More information

The Power of BMC Remedy, the Simplicity of SaaS WHITE PAPER

The Power of BMC Remedy, the Simplicity of SaaS WHITE PAPER The Power of BMC Remedy, the Simplicity of SaaS WHITE PAPER TABLE OF CONTENTS EXECUTIVE SUMMARY............................................... 1 BUSINESS CHALLENGE: MANAGING CHANGE.................................

More information