Contingency Plan 32 Success Secrets. Copyright by Philip Downs
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1 Contingency Plan 32 Success Secrets Copyright by Philip Downs Notice of rights All rights reserved. No part of this book may be reproduced or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Notice of Liability The information in this book is distributed on an As Is basis without warranty. While every precaution has been taken in the preparation of he book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it. Trademarks Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations appear as requested by the owner of the trademark. All other product names and services identified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark. No such use, or the use of any trade name, is intended to convey endorsement or other affiliation with this book. 1
2 Contents Microsoft ITIL 3 Commercial Project Management Services 4 Community Cloud 5 Getting The Right Security Management Training For The Company 9 The Key Aspects in Creating Disaster Recovery/Business Continuity Plan 9 Cloud Computing Migration Guide 10 ISO BS Assessing and Resolving Conflicts: A Sequential Process 14 IT Service Management and ITIL Working Together Towards Total Customer Satisfaction 15 IT Contingency Plan (Continuity of Support Plan) 16 Six Thinking Hats Looking at a Decision from All Points of View 16 Team Leader s Role in Managing Conflict 19 Disaster Recovery Plan (DRP) 22 Service Support Disciplines 22 Features of Any Standard ITIL Service Delivery Case 23 Typical disaster Recovery Responsibilities 24 Cloud Computing Security Concerns 26 Configuration Management 28 Typical Disaster Recovery Policies 30 The Right Template for Project Management Risk 32 Planning For Disaster Recovery 32 The Scope of ITIL Best Practices 33 Qualifications for Disaster Mail Print Recovery Partners to Success 35 Cloud-Driven Business and IT Services 35 Six Thinking Hats Looking at a Decision from All Points of View 38 Executive Core Qualifications: Leadership Competencies 41 Help Desk Coordinators:What They Can Do For You And Your Business 45 Prince2 Risk Management: Control is the Name of the Game 46 Project Management Tips 47 The Plans of Having Risk Management for a Project 51 Steps in Planning a Disaster Recovery Public Entity Business Interruption 51 Be Prepared 52 2
3 Microsoft ITIL Customer satisfaction is one of the main goals, if not the top priority of a service-oriented company. If customers are happy with the service being provided to them, then it also means continued patronage and a key determinant in improving the quality of provisioned service within an imposed cost constraint. In information technology, an IT service concept also focuses on what the consumer receives and this is where Information Technology Service Management (ITSM) fits within the organization.it Service Management focuses on managing the IT components so as to provide the best quality service to customers in the most cost effective and efficient way. Like Information Technology Infrastructure Library (ITIL), ITSM involves embracing of well-defined best practices that organization should adapt. The concept of ITSM is at the heart of ITIL and is generally divided into two main areas: Service Delivery and Service Support. Service Delivery consists of all the planning, development and delivery of quality IT services and in the long run, involves the processes on finding out ways to improve the quality of service delivered. The 5 disciplines under Service Delivery are: Service Level Management, Capacity Management, Contingency Planning, Availability Management and IT Financial Management. On the other hand, Service Support is a discipline that focuses on the users of the ICT services, in which they get involved in the process whenever they ask for changes or updates in the service, have difficulties accessing the service, or have queries about the service. The 6 Service Support disciplines are: Configuration Management, Problem Management, Incident Management, Change Management, Service Help Desk and Release Management.The Microsoft Company has been involved in the community of ITIL for years now. Both are adapting the contents of ITIL and contribute to the latest, expanded and updated documentation of Microsoft. ITIL offers a wide range of guidance documents that features the service delivery IT management and support including the essential parts of the IT infrastructure. Safety and security of the organization and the management of all its applications are the other features of the document. ITIL helps in promoting the application of descriptive guidance to attain improvement in the different areas of service management with continuity. Microsoft Company has the Microsoft Operations Framework (MOF) as a collection of best practice, models and principles that is built under the IT Infrastructure Library (ITIL). The approach used by MOF is prescriptive and promotes the continuous improvement of the capabilities of IT service management using the process-driven tools. 3
4 This is in contrast to the approach of ITIL which is descriptive. To further discuss the Microsoft Operations Framework or MOF, the framework is the one making the necessary adjustments for the ever changing needs of any business. It optimizes all the processes for the increase in efficiency. The principle of ITIL when applied to the Microsoft technology provides the foundation in helping different IT organization to meet all the challenges that may be encountered and assist in their goal for the continuous improvement of the organization. It can give guidance to the operation and will enable the business to attain the critical missions of their systems with the high reliability and availability of the Microsoft products and its technologies. Commercial Project Management Services In Commercial Project Management Services companies embark on new ways to maintain a competitive advantage; the solution frequently requires expertise and resources beyond internal capabilities. A successful installation is one that is completed on time and within budget. Commercial Project Management Services Company provides you with the resources, knowledge and comprehensive planning to ensure a successful implementation of your solution. Initial Key Process Areas for Commercial Project Management Services: Project Planning: emphasize documented project plan and estimating support activities include the work request/prioritization process Requirements Management: emphasize training and enhance process/templates Tracking and Oversight: continue status reporting and emphasize project plan review Quality Assurance: conduct process assessments Sub-contract Management: leverage existing processes Configuration Management: leverage existing processes What to Expect from Your Project Manager of Commercial Project Management Services Company? Generally, the project managers and their service teams emphasize the achievement of tangible results for any project they undertake. The project manager of the concerned company will provide you with the following: Fully developed project requirements, scope statement, and work breakdown structure Risk assessment and contingency planning Contract, risk, and cost management Detailed milestone and resource driven project plan Project schedules, budget, and staffing plan Effective communication processes, project status reports, and documentation Resource management and team building to maximize efficiency Effective change control process and documentation Test and acceptance plan review and reports Customer satisfaction reviews and reports 4
5 The project managers should possess proven retail industry experience and the skills necessary for managing projects of any size and complexity. They are supported by a global support network of Commercial Project Management Services professionals. Whether your project spans one or more locations, you can expect the same high quality service, professionalism, and knowledge from every Commercial Project Management Services project manager. There are many organizations, colleges and institutes of repute from where one can get enhance the necessary skills and expertise. For example, Brandeis University - Rabb School of Continuing Studies. Graduate-level continuing education in the Rabb School at Brandeis University is designed for working professionals with significant family and career commitments. Master s degrees and Graduate certificates are given in the area of Software Engineering, Bioinformatics, and Management of Projects and Programs. The goal of their Project Management programs is to provide students with a strong management orientation as well as a comprehensive understanding of the variety of elements necessary to bring projects to successful conclusion, on budget and on time. People beginning careers in any field requiring the management of complex projects over extended time may equip themselves from the start for this evolving professional field. Current practitioners have the opportunity to position themselves for more advanced career steps, including management of a project office or transitioning to program management. The Brandeis creative and flexible approach to graduate-level education features cutting-edge Master s degree programs with open enrollment in individual courses. Students may try fields of study without making a substantial commitment up front. Further, Continuing Studies offers foundation courses for people who either lack the necessary background or wish to refresh their knowledge prior to beginning graduate study. Continuing Studies classes meet once a week for ten weeks, with sessions beginning in September, January and May. Most classes meet in Waltham, MA. Several courses are available online as part of a Distance Learning (DL) program. Community Cloud Facts and considerations 5
6 The concept of multiple organizations sharing the resources of an extensive cloud network is not a new one. Cloud vendors routinely utilize community clouds in cases where multiple organizations share the same area of interest or background; for example, one of the mostly commonly referenced areas such as this would be healthcare. But area of interest is not the only reason that a group of organizations might share a community cloud, perhaps they require the same type(s) of security or compliances. There are an endless number of reasons as to why a community cloud might be formed, but the real question is; when is it (community cloud) a good idea and when is it a bad idea? An interesting feature of community clouds is that they can be managed in several different ways. For instance: 1. Every organization can appoint their own manager to deal with their own resources 2. A third party may be appointed to oversee management of the entire community cloud 3. All involved organizations can hold a meeting to appoint a joint cloud manager 4. A head manager may be appointed who works in conjunction with branch managers from every organization participating in the community cloud Community clouds have mostly been resigned to governmental organizations, but are quickly finding their way into the public sector. The biggest roadblock for implementing the community cloud model in the public sector (en masse) is lack of resources. Most public organizations simply don t have the capital, expertise, or access to the equipment needed to effectively pull off a community cloud scenario. This is slowly changing however, the technology behind cloud computing is being disseminated by more and more people every day after all. Community Cloud Considerations Establishing a community cloud warrants an investigation into several areas; most notably: 1. How will availability and/or potential security breach issues be handled (from a legal perspective)? 2. 6
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