2 Programme Overview of Service Management The ITIL Framework Incident Management Coffee Problem Management The Service Desk Where Now & Questions
3 What is ITIL? Worldwide de facto standard in Service Management Developed late 80s by UK Government Aim to promote best practice, drive up standards and improve value for money From same stable as PRINCE2
4 Why ITIL? Public domain Provides proven best practice framework for Service Management Common vocabulary Customer & quality focused
5 ITIL Library Structure (version 2)
6 Service Management House Customers Avail. Mgmt Capacity Mgmt Service Level Mgmt Continuity Mgmt Financial Mgmt Service Delivery Users Incident Mgmt SD Problem Mgmt Change Mgmt Release Mgmt Service Support Configuration Mgmt Part 1 The Frontline Part 2 Making Changes Part 3 The Strategic View
7 Service Definitions 1 Providing something of value to a customer that is not goods (physical things with material value). A Service is defined from the customer s perspective. Customer Someone who buys goods or Services. The Customer is the person or group who defines and agrees what the Service will be like and how it will perform. User A person who uses the Service on a day-to-day basis. Users are distinct from Customers, as some Customers do not use the Service directly.
8 Service Management House Customers Avail. Mgmt Capacity Mgmt Service Level Mgmt Continuity Mgmt Financial Mgmt Service Delivery Users Incident Mgmt SD Problem Mgmt Change Mgmt Release Mgmt Service Support Configuration Mgmt
9 What can ITIL do for us? Improved efficiency (more with less) Improved quality of service Improved consistency of service Improved relevancy Demonstrable value for money Increased individual productivity (morale?) Common Language = Better communication Better integration
10 Breakout Thinking about a service you provide: What is good about it? What can be improved? Would your customers and users agree with you?
11 Incident Management Goal To restore normal Service operation as quickly as possible with minimum disruption to the business, thus ensuring that the best achievable levels of Availability and Service are maintained.
12 Definitions 2 Incident Any event which is not part of the standard operation of a Service and which causes, or may cause, an interruption to, or a reduction in the quality of, that Service.
13 Incident Lifecycle Ownership, monitoring, tracking & communication Incident Detection & Recording Initial Classification & Support Service Request? No Investigation & Diagnosis Resolution & Recovery Incident Closure Yes Service Request Procedure
14 Early Stages Detection By user? Automatic? Recording Log everything! Initial Exploration Classification Prioritisation
15 Definitions 3 Priority Priority is based on Impact and Urgency, and is used to identify required times for actions to be taken. Impact A measure of the effect of an Incident, Problem or Change on a Service. Impact is often based on how Service Levels will be affected. Urgency A measure of how long it will be until an Incident, Problem or Change has a significant Impact on a Service.
16 Prioritisation Impact Low Medium High Low Low Low Medium Urgency Medium Low Medium High High Medium High High
17 Definitions 4 Service Request A request from a User for information or advice, or for a Standard Change. Service Requests are usually handled by a Service Desk, and do not require a Request For Change to be submitted.
18 Service Requests Anticipated Part of normal operations Consistent answer Standardised Established procedures Low risk of adverse impacts Pre-approved?
19 Investigation and Diagnosis Incident Matching Has this been seen before? Experience Knowledge base Documentation Wiki Quick fix
20 Definitions 5 Workaround An action to reduce or eliminate the Impact of an Incident or Problem for which a full resolution is not yet available.
21 Final Stages Resolution we think it s fixed. Restoration we tell the user it s fixed. Records up to date? Correct classification? Closure the user has confirmed that it s fixed.
22 Ownership Ownership of incident remains with initial contact (team, individual?) They monitor & track progress of incident, escalating as required Communicate with user (resolution, periodic or on-demand updates)
23 Benefits Faster resolutions = reduced incident impact Less disruption to business Elimination of lost incidents Better communication with users Improved user satisfaction Improved staff utilisation (& morale?)
24 Breakout Imagine you are responsible for the service providing coffee for this session: What incidents might occur? What workarounds could be used? What sort of service requests might be anticipated?
25 Problem Management Goal To minimise the adverse impact of Incidents by seeking their root cause and initiating actions to remove the Problem (or reduce its impact) and to proactively seek out potential Problems before they cause Incidents.
26 Definitions 6 Problem An unknown, underlying cause of one or more Incidents. Known Error A Problem where both the root cause is known and a temporary workaround or a permanent fix has been identified.
27 Problem Management Activities Problem Control Known Error Control Assisting in handling major Incidents Proactive prevention of Problems Obtaining management information Completing major Problem reviews
28 Problem Control Service Desk Automatic Incidents Proactive 3 rd Parties Identification & Recording Tracking & Monitoring Classification & Prioritisation Investigation & Diagnosis Work around? Yes Known Error
29 Error Control Problem Control 3rd Parties Identification & Recording Tracking & Monitoring Classification & Prioritisation Investigation & Diagnosis RFC? Yes Change Management
30 Major Incidents Extreme impact or duration Responsibility for Incident remains with Incident Management (IM) IM busy with communication and workarounds Structural fix required urgently, hence Problem Management involved early
31 Proactive Prevention Trend analysis Where are problems likely to occur? Targeting action Which problems should be investigated first? Which known errors should be fixed first? Which known errors should not be fixed?
32 Obtaining Information Pain Value analysis Number of users affected Duration of downtime Cost to the business Pareto Analysis Technique for identifying the causes of 80% of the failures Normally only ~20% of the possible causes need addressed
33 Major Problem Reviews What did we do well? What was done badly? How can we do it better next time? How do we prevent reoccurrence of the problem? Communicate actions!
34 Tools & Techniques Chronological Analysis Timeline Kepner & Tregoe Analysis Define, describe, possible cause, test most probable, verify true cause Brainstorming Ishikawa ( fishbone ) Diagrams
35 Benefits Improved Services Reduced incident impact Improved first-time fix rate Permanent solutions Improved organisational learning Proactive rather than reactive
36 Breakout Thinking about Incident and Problem Management: What are the differences between these? What are the similarities? Describe a situation where Problem Management would be helpful.
37 Service Desk Goal To act as the single point of contact between the Users and the Service. To handle incidents and service requests and act as the User interface for all other Service Management disciplines.
38 Definitions 7 Service Desk The Single Point of Contact between the Service and the Users. A typical Service Desk manages Incidents and Service Requests, and also handles communication with the Users.
39 Service Organisation as Cell Knowledge Service Desk User Service Organisation
40 Gatekeeper Knowledge Incidents Service Requests Service Desk Gatekeeper Reduced interruptions Reduced simple enquiries
41 Communicator Knowledge Incidents Service Requests Service Desk Communicator Understands users Understands user language Understands service Understands service language
42 Translator Workarounds Service announcements Training/documentation Knowledge Service Desk Translator Speaks to each in their own language
43 Director Incidents Service Requests Knowledge Service Desk Director Manages internal complexity of service
44 Collator Workarounds Service announcements Training/documentation Knowledge Service Desk Collator Produces single communication Coherent, intelligible, targeted communication
45 Shop Front Knowledge Service Desk Shop Front Public face of service Represents the service to the user Imposes order on chaos?
46 Shop Front Knowledge Service Desk Shop Front Public face of service Represents the service to the user Makes whole service look bad?
47 Staff Skills Business Awareness Understand the users and their needs Interpersonal Skills Excellent interface communicators Technical Awareness Understand the service on a technical level
48 Service Desk Continuum Call Logging Skilled Expert First Time Fixes Few Many Calls Escalated Many Few Cost of Analyst Cheap Expensive
49 Service Desk Types Local Geographically, organisationally or functionally Centralised All desks brought together physically Virtual Distributed desks, operating as one Follow-the-sun Desks worldwide, 24 hour support without shiftwork
50 Routes to Service Desk In person enquiries Telephone Internet/Intranet Self service?
51 Benefits Improved service Improved user perception & satisfaction Increased accessibility via single point of contact Improved communication intelligibility Improved communication targeting Improved coherency & branding More effective & efficient use of staff
52 Breakout The Service Desk is the shop front for Services. What should the Service Desk do to make and retain a good impression? The aim should be to exceed Users expectations (not in what you deliver but in the way you deliver it) and give them confidence in your ability to satisfy all their future needs. What do you think?
53 Where Now? Session 2 Making Changes Session 3 The Strategic View Foundations of IT Service Management based on ITIL Van Haren Publishing, via itsmf Exam preparation chapters Introduction to ITIL TSO, via itsmf Covers more of ITIL E-learning Foundation Course now v3 Exam Onsite, Full Foundation Course?
54 Training Routes (version 2) ISEB Manager s Course ISEB Practitioner Courses ISEB Foundation Certificate ISEB Foundation Exam ISEB Foundation Course (Classroom) UoE ITIL Clinics Foundation E-learning Course UoE Service Improvement Parts 1-3 UoE 1 Hour Overview
56 Thought Can I use the ITIL processes of Incident Management, Problem Management and the Service Desk function to improve the services I offer to my users?
57 Acknowledgements ITIL is a Registered Trade Mark of the Office of Government Commerce Crown copyright material is reproduced with the permission of the Controller of HMSO and Queen's Printer for Scotland. itsmf copyright material is reproduced with the permission of the itsmf
Exam requirements IT Service Management Practitioner: Support & Restore (based on ITIL ) (IPSR.EN) Publication date 01-12-2009 Start date 01-01-2006 Summary Target group Context Prerequisites Practical
Service Improvement Part 3 The Strategic View Robert.Gormley@ed.ac.uk http://www.is.ed.ac.uk/itil Service Management House Customers Avail. Mgmt Capacity Mgmt Service Level Mgmt Continuity Mgmt Financial
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
I.T. Service Management The ITIL approach to service delivery Gerald O Sullivan Human Sciences Research Council egovernment challenges Measurable egovernment value Lowering service delivery costs Increased
ITIL applied to Network Operations ITIL: Information Technology Infrastructure Library A set of specifications to help IT manager and FTE achieve good services delivery to their users ITIL provides a comprehensive
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
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
The Value of ITIL to IT Audit HP Suen Chairman 9 August 2005 IT Infrastructure Library 1 ITIL Best practice in IT Service management, developed by Office of Government Commerce (OGC), UK in the late 1980s.
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
Problem Management Why and how? Author : George Ritchie, Serio Ltd email: george dot- ritchie at- seriosoft.com Page 1 Copyright, trademarks and disclaimers Serio Limited provides you access to this document
PROFESSIONAL QUALIFICATION SCHEME INTERMEDIATE QUALIFICATION SERVICE CAPABILITY OPERATIONAL SUPPORT AND ANALYSIS CERTIFICATE SYLLABUS Page 2 of 21 Document owner The Official ITIL Accreditor Contents OPERATIONAL
ITIL IT Infrastructure Library Overview ITIL Overview - 1 Vocabulary Incident - any event which is not part of the standard operation of a service and which causes or may cause an interruption to or reduction
White Paper Incident Management: A CA IT Service Management Process Map Peter Doherty Senior Consultant, Technical Service, CA, Inc. Peter Waterhouse Director, Product Marketing, Business Service Optimization,
ITIL A guide to incident management What is incident management? Incident management is a defined process for logging, recording and resolving incidents The aim of incident management is to restore the
ITIL: What is it? How does ITIL link to COBIT and ISO 17799? 1 What is ITIL? The IT Infrastructure Library A set of books comprising an IT service management Best Practices framework An industry of products,
Problem Management Process Guide Document Code: Version 2.6 January 7, 2011 Prepared by: R. Bruce Specht Robert Jackson (updates) Ashish Naphray (updates) Contributors: Dalibor Petrovic Karen Moses ITSM
ITIL Essentials Study Guide Introduction Service Support Functions: Service Desk Incident Management Problem Management Change Management Configuration Management Release Management Service Delivery Functions:
BCS Specialist Certificate in Service Desk & Incident Management Syllabus Version 1.8 March 2015 BCS Specialist Certificate in Service Desk & Incident Management Syllabus Contents Change History... 2 Rationale...
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
Commonwealth of Massachusetts IT Consolidation Phase 2 ITIL Process Flows August 25, 2009 SERVICE DESK STRUCTURE Service Desk: A Service Desk is a functional unit made up of a dedicated number of staff
Businesses Must Grow,, Not Problems ManageEngine How ITIL-based IT Help Desk can help Small and Medium Businesses 1 Thanks to Javier Garcia Arcal for his reviews and comments. Javier Garcia Arcal is an
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
The Lost World Of Problem Management Karen Ferris MACANTA CONSULTING PTY LTD As a colleague and I once agreed: "They just don't get it do they?" What I thought was a clear distinction and fairly well explained
ITIL v3 Process...restoring normal service operation as soon as possible Content Key definitions Incident Lifecycle Purpose and Objectives Value to business Incident Priority Incident Priority and Target
Summary Thanks to Javier Garcia Arcal for his reviews and comments in this white paper. Javier Garcia Arcal is an independent Senior ITIL Consultant, he consults for large government and private corporations
ITIL Introducing service operation This document is designed to answer many of the questions about IT service management and the ITIL framework, specifically the service operation lifecycle phase. It is
Module 1 Study Guide Introduction to OSA Welcome to your Study Guide. This document is supplementary to the information available to you online, and should be used in conjunction with the videos, quizzes
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
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
The knowledge behind the network. A Framework for Incident and Problem Management By Victor Kapella Consulting Manager International Network Services Incident and Problem Management Framework April 2003
ITSM HANDBOOK Foreword As you embark on your next step in your IT Service Management journey, I hope that this book is useful to you. It represents essential information that forms the basis for any Service
Service Design & Problem Management: Delivered to the Greater Cleveland itsmf LIG by Third Sky, Inc. Business-Driven IT Lou Hunnebeck Introduction Certified ITIL Expert VP of IT Service Management Vision
ITIL A guide to problem management What is problem management? The goal of problem management is to minimise both the number and severity of incidents and potential problems to the business/organisation.
IT Service Management Centra Session 1 Wednesday 13 April 2011 Harry Powell DER Program Manager, DECS Deputy Chairman, itsmf Australia Director Strategic Planning, itsmf Australia Don Priest DER Project
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
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,
TECHNOLOGY BRIEF: INCIDENT MANAGEMENT ITSM PROCESS MAP Incident Management: A CA IT Service Management Process Map Peter Doherty CA TECHNICAL SALES Table of Contents Executive Summary SECTION 1: CHALLENGE
Incident Management Get Your Basics Right Introduction Neil Thomas Industry experience in IT & IT support ITIL Vendor Product Management ITIL Consulting Specialised in Service Catalog & CMDB Introduction
Introduction to ITIL Author : George Ritchie, Serio Ltd email: george dot- ritchie at- seriosoft.com Page 1 Copyright, trademarks and disclaimers Serio Limited provides you access to this document containing
Overview of Service Support & Service Delivery Functions ITIL Service Support / Delivery- 1 Service Delivery Functions Availability Management IT Services Continuity Management Capacity Management Financial
ITIL & PROCESSES Basic Training ITIL ITIL = IT Infrastructure Library The ITIL describes the processes that need to be implemented in an organization in the area of management, operations and maintenance
The ITIL v.3 Foundation Examination Sample Paper A, version 3.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions. 3. All answers are to be marked on
Factsheet : pavassure pavassure has been designed to deliver your business and IT team complementary technical experience, service and support offerings to assist you in the delivery and of your IT service
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
Roles within ITIL V3 Roles are employed in order to define responsibilities. In particular, they are used to assign Process Owners to the various ITIL V3 processes, and to illustrate responsibilities for
FLORIDA COURTS E-FILING AUTHORITY HELP DESK POLICIES & PROCEDURES Introduction The Florida Courts E-Filing Authority ( Authority ) was created and established in order to: (1) design, develop, implement,
INS Problem Management Manual Process, Policies & Procedures Version 0.4 Draft Ver 0.4 INS Problem Management Manual.doc Page 1 of 47 Document Control Document Versions Date Version Person Changing Brief
HELP DESK CALL HANDLING SCRIPTS FUTURE TECHNOLOGIES, INC. Error! Bookmark not defined. June 1999 1999 No part of this publication may be reproduced without permission from Future Technologies, Inc. Page
HDI Problem Management certification standard & self-study GuIde Official Curriculum HDI Problem Management A Self-Study Guide Version1.0 Official HDI Curriculum. Not for resale or distribution. Acknowledgements
Proposal to Implement the Information Technology Infrastructure Library Framework for IT Service Management Prepared for the ITM By Hamish Duff in consultation with the ITIL Implementation Working Party
SERVICE DESK EFFECTIVENESS ELIMINATE RECURRING INCIDENTS 1 ELIMINATE RECURRING INCIDENTS Situation: A Service Desk typically handles about fifty tickets per day per thousand end users with a staff of about
1. ITIL Defined The Information Technology Infrastructure Library (ITIL) is a set of guidance developed by the United Kingdom s Office Of Government Commerce (OGC). The guidance, documented in a set of
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
Service Management A framework for providing worlds class IT services Barry Corless MISM Slide - 1 Copyright Remarc Technologies Ltd, 2007 These course notes were produced by Remarc Service Management,
http://www.tutorialspoint.com/itil/interview.htm INTERVIEW QUESTIONS Copyright tutorialspoint.com Que: Which process is responsible for ensuring that the CMDB has been updated correctly? Release Management
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
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
Infasme Support Incident Management Process [Version 1.0] Table of Contents About this document... 1 Who should use this document?... 1 Summary of changes... 1 Chapter 1. Incident Process... 3 1.1. Primary
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
The ITSM Journey Chaos Value Patrick Bolger Chief Evangelist Hornbill Service Management Agenda ITIL the realities of adoption Greatest barriers to improving ITSM The ITSM journey Reactive to proactive
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
United Service Technology (Shanghai) Limited Outsource Management Methodology IT/BPO Outsourcing---Benefits 1. More profitable use of valuable in-house IT talent 2. Reduced IT overhead 3. Reduced capital
ITIL Foundation mock exam 1 1. The Process Owner is responsible for which of the following? 1. Documenting the process 2. Defining process Key Performance Indicators (KPI) 3. Improve the process 4. Perform
Richmond Systems Richmond Systems is a leading provider of software solutions enabling organisations to implement enterprise wide, best practice, IT Service Management. Richmond SupportDesk is currently
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
Marko Jäntti ICSEA Tutorial From Software Engineering to IT Service Management Agenda Module 1: Introduction Module 2: Incident management Module 3: Problem Management Module 4: Change Management Conclusion
702 IT/Technology Service Help Desk and Incident Management This sub-discipline is about the competencies required to manage the contacts made by customers of IT/technology systems, services and assets,
PROFESSIONAL QUALIFICATION SCHEME INTERMEDIATE QUALIFICATION SERVICE LIFECYCLE SERVICE OPERATION CERTIFICATE SYLLABUS Document owner The Official ITIL Accreditor Page 2 of 18 Contents SERVICE OPERATION
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,
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
International Journal of Scientific & Engineering Research Volume 4, Issue 1, January-2013 1 Effective Implementation of Problem Management in ITIL Service Management Author: Kannamani. R BCA, MBA, ITILV3,
ITIL Foundation Certificate in IT Service Management (EXIN) Edition 1.0 2003-2004 Test Killer, LTD All Rights Reserved 1 Congratulations!! You have purchased a Testkiller Ltd. Study Guide. This study guide
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
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
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
Free ITIL v.3. Foundation Exam Sample Paper 4 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 A Service is not very
RL Consulting IT Service Management Incident/Problem Management Methods and Service Desk Implementation Best Practices White Paper Prepared by: Rick Leopoldi vember 8, 2003 Copyright 2003 RL Information
Using Complementary Methodologies for your ITSM Flight February 2013 Agenda - Jazz s ITIL Journey A bit about Jazz ITIL at Jazz We started with Six Sigma and Lean Why? How to know which tool to use Examples
The ITIL v.3. Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper 4, version 3.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.
Step up your Service Desk Game Dave Jones Principal ITSM Consultant email@example.com Pink Elephant Leading The Way In IT Management Best Practices Introduction Dave Jones Principal ITSM Consultant
1 What does the 'Service V model' represent? a) A strategy for the successful completion of all service management projects b) The path to Service Delivery and Service Support for efficient and effective
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
White Paper IT Service Process Maps Select Your Route to ITIL Best Practice Brian Johnson VP and WW ITIL Practice Manager, CA Inc. Nancy Hinich Solution Manager, Technical Services, CA Inc. Pete Waterhouse
Government of Ontario IT Standard (GO-ITS) GO-ITS Number 38 Enterprise Problem Management Process Version 2.0 Status: Approved Prepared for the Information Technology Standards Council (ITSC) under the
Tait Support Agreement Assured network communications Service Description CONTACT INFORMATION Tait Communications Corporate Head Office Tait Limited P.O. Box 1645 Christchurch New Zealand For addresses
POSITION DESCRIPTION Position Title: Responsible To: Responsible For Position Purpose: Helpdesk Support Analyst Client Services Manager Self and contribution to Team The Helpdesk Support Analyst is responsible
TechExcel ITIL Process Guide Sample Project for Incident Management, Management, and Problem Management. Certified Incident Management Red Arrows indicate that the transition is done automatically using
The ITIL v.3. Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper 3, version 3.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.
Service Catalog it s Managed Plan Service Catalog 6/18/2012 Document Contents Contents Document Contents... 2 Overview... 3 Purpose... 3 Product Description... 3 Plan Overview... 3 Tracking... 3 What is