Blend Approach of IT Service Management and PMBOK for Application Support Project

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Blend Approach of IT Service Management and PMBOK for Application Support Project"

Transcription

1 Blend Approach of IT Service and PMBOK for Application Support Project Introduction: This paper addresses the process area, phases and documentation to be done for Support Project using Project and ITSM approach. The approach can be applied for the application support. The application may include the ERP package, Interface and other legacy application for Job schedule monitoring, Idocs & Interface monitoring and resolution of tickets (incident & Service request). The approach can be applied for Onsite-Offshore model type of project. Project Phase & Lifecycle: This section describes the phase of application support project and the trend of project metrics parameter. Initiation - Initiation phase starts with the introduction of team members in the project. The Initiation starts with project kick-off. In this phase, the project manager scopes the volume of work (Scope ), and defines & assigns the roles and responsibility of team (HR and Communication ). Initiation starts with the definition of business objective and assessment of current infrastructure to know the scope of application support (ITSM). Service Delivery Plan and Service Plan defined to achieve the business objective. Planning Planning is a major part of the project. Because it involves the doing something that has not done before. Amount of planning is dependent on the project scope of the project. This is a part of ongoing effort throughout the life cycle. This involves planning for Project scope, Project Time, Transition, Cost, Risk, HR, Quality, Communication and Procurement /contract (if project involves the procurement from 3 rd party), Communication from PMBOK. This involves Service Delivery Planning, Service Planning and Security from ITSM standards. This phase also includes the SLA development and agreement from IT service perspective. Transition - Transition phase consists of three phase namely 1 st phase is Knowledge transfer from the current team to the new support team 2nd phase is parallel support/analysis of the application 3rd phase is independent support by the new team. In 3rd phase, the old team should ensure the independence of team. This phase is a very the critical phase for the project and project success depends on this phase. This phase resembles the administrative closure of Communication in PMBOK when phase is being terminated after achieving the objectives. This phase signifies the start of the operations and end of project. Here, project transits from one application support team to the other team. The understanding level and deliverables from the first team should be ensured and 1

2 documented in transition plan. Lessons learned should be documented during this phase as historical information for other application support projects. Operation - Support go-live Support go-live phase precedes the application maturity phase. Here, application support is started by the support group. This phase signifies the operation phase and day to day jobs. IT Service will be applicable in this phase. Service Delivery Plan and Service Plan should be made for day to day support based on the scope and service level agreement (SLA) with the customer. Phase Characteristics: o Immature application o New team o Low productivity o High critical incidents related to downtime Maturity During maturity phase, application has less number of incidents. Team has gained knowledge of the system landscape. Known error will be around 60% - 80%. Critical incidents will also go down. Less down time will be faced in the maturity phase. Predictability of the application goes up and team productivity also goes up. Phase Characteristics: o Mature application o Relatively old team o High productivity o Less critical incidents Controlling Application support project performance must be monitored and measured regularly to identify the variances from the plan. Variances are fed into the control processes in the various knowledge areas as per the IT Service and PMBOK for review of the plan, if significant variance is found. The review should be periodic (Monthly, Quarterly, Annual etc.) based on the business demand with the internal stakeholders (Project Team and Senior in the company) and external holders (Client and 3 rd party). Controlling also included taking preventive action to avoid future problems and alignment of the plan with the goals of an organization. Closing Application is not closed as it is converted into the operation late on and project continues indefinitely unless it is to be handed over to the other support team. But, phase closure is done for transition and other deliverables during the operation. Knowledge documents and project documents should be updated continuously. Learning should be recognized and documented during the project for future projects or phases. Following Line Graph shows the relative Resource requirement, Productivity, Downtime and Application predictability trend, not to the scale, during different application support phase. Controlling and closing phase is not taken as it is done simultaneously during the Transition and Operation phase (Support Go-live & Maturity). 2

3 Trend Chart Relative Value Resource Productivity % Downtime Application Predictabillit y Initiation Transition Support Go-live Maturity Category Following Table shows the phase and Activity of the application support projects. This also shows the applicability, of PMBOK and ITSM standards, during the different support project phase and activity: Phase Activity What PMBOk Says Initiation Project Initiation Project Initiation authorizes the project or phase. What ITSM Says ITSM starts with the assessment of the current state of infrastructure and the definition of business goals. Then, Service plan is designed to fill the gaps. Remarks Planning Resource planning for Project Team and Infrastructure Schedule Development for Project phase, Transition phase and Go-live support and maturity phase Resource Time Capacity planning Cost planning, Quality planning & Risk planning Cost, Quality & Service Delivery Planning - Financial Planning and 3

4 for service delivery, SLA and service continuity Risk Budgeting for IT services, Service Level, Business Continuity, Security and IT Availability Operation Configuration, Change, Release, Incidents, Problems Transition Transition Planning - Knowledge Transfer Planning and Scheduling, - Infrastructure Building Plan Transition Execution - Knowledge transfer - Parallel Support - Independent Support Transition Control - Assurance of proper knowledge transfer, Hard copy/soft copy of Transition is very critical for the application support project. Completion of this phase should be assured by the senior of the client organization/service provider for successful delivery in future. 4

5 project document and for the full project scope - Checklist audit Operation - Support Golive Service delivery plan and service support plan execution Service delivery plan and service support plan comes under the purview of ITSM standards. Project Plan execution PMBOK Project Plan Execution Risk Plan Execution for business continuity, availability and security PMBOK addresses through the Risk IT continuity and availability plan address for any application risk Information Distribution of the SLA achievement, Application Availability, Incident volume etc. Team members Development/Roll outs/induction PMBOK addresses through the Information distribution (Communication ) HR IT Service addresses through the Metrics reporting and Business Relationship Contract execution Procurement - Maturity Same as Go live Phase Same as Go live Phase Same as Go live phase Activity is similar in maturity phase as of Go live support except the focus of Problem 5

6 . Controlling PMO Review - Call volume by severity and priority - Application Availability PMO review addresses the review of the project. The metrics should be different than the project (PMBOK). IT Service metrics fits more for application support. - Problem Initiative - Change metrics - Release Metrics - Application Downtime - Risk Monitoring and control - SLA Metrics SLA Review for scope, resource requirements and cost SLA review not defined in the PMBOK. IT Service addresses the SLA component. Quality Metrics capture and review Closing Project transition phase closure Administrative closure (Communication ) addresses through phase closure. Application support project is converted into the operation after transition. Therefore, project closing is not required. However, Administrative closure is to be done for the project phase. 6

7 Process Areas: This section describes the process areas of ITSM standards and PMBOK standards that is applicable for application support project. ITSM Process Area: ITIL Service Processes can be broken down into 2 core groups with Security as an independent process. ITSM process area is applicable for support projects during Support go-live and application maturity phase. ITIL Service Processes first group is called Service Support. Configuration Configuration covers the identification of all significant components within the IT Infrastructure and recording details of these components in the Configuration Database (CMDB). This area is addressed by PMI process area also. Change Change covers the process of IT Change for all types of Change, from the Request for Change, to assessment, to scheduling, to implementing, and finally to the review. PMBOK covers this through Integrated Change Control Release Release is very closely linked with Configuration and Change, and undertakes the planning, design, build, and testing of hardware and software to create a set of release components for a live environment. Incident The primary goal of the Incident process is to restore normal service as quickly as possible following loss of service, and to minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Problem The goal of Problem is to minimize the adverse impact of Incidents and Problems on the business that is caused by errors within the IT Infrastructure, and to prevent recurrence of Incidents related to these errors. Service Desk The Service Desk differs from the other main areas of Service in that it is not a process but is the central point of contact for Customers to report difficulties, complaints or questions. ITIL Service Processes second group is called Service Delivery. Service Level Service Level is the processes of planning, coordinating, drafting, agreeing, monitoring and reporting on Service Level Agreements (SLAs), and the ongoing reviewing of service achievements to ensure that the required and cost-justifiable service quality is maintained or where necessary improved. 7

8 Financial for IT Services Financial is concerned with three main processes of Budgeting, IT accounting and Charging. The financial planning and budgeting is also addressed by PMI standards. Capacity Capacity is the focal point for all IT performance and capacity issues. It is essential that Capacity has a close, two-way relationship with the business strategy and planning processes within an organization. IT Service Continuity IT Service Continuity is responsible for taking risk reduction measures to reduce the chances of major disasters occurring and for the production of an IT recovery plan which interfaces into the overall business continuity plans. Availability Availability is concerned with the design, implementation, measurement and of IT infrastructure availability to ensure the stated business requirements for availability are consistently met. ITIL Service Processes umbrella process is called Security. Security Security falls under the umbrella of Information security and focuses on the three main concepts of Confidentiality, Integrity and Availability. It is also far more than just technical security although this is one of the four key areas which form a layered approach. The other three are Organizational, Procedural and Physical Security. PMI Process Area: Project Initiation The project initiation phase consists of Kick off meeting, role and responsibilities clarification and introduction of the team members. This phase is followed by the Knowledge transition phase in case of support projects. HR HR consist of organization planning, team acquisition and team development. This process area is not addressed by IT Service. Therefore, application support projects following ITSM standards should take reference from PMBOK for HR. The resource requirement in case of unstable application is more than the stable application. Risk Risk deals with risk identification, Qualitative analysis, quantitative analysis, risk response planning and risk monitoring & control in detail. However, ITSM does not address the risk in detail except application infrastructure related risks, which is covered under Continuity. Therefore, HR, Scope, Quality and Schedule related risks should be covered by PMBOK for application support projects. Quality Quality deals with the quality planning, quality assurance and quality control for the project. Quality is not addressed exclusively by the ITSM 8

9 standards. Therefore, quality should be dealt with PMI standard for the application support projects. Communication Communication deals with the communication planning, Information distribution, performance reporting and administrative closure in PMBOK. ITSM standards also address the communication area. But, it does not address the communication planning in detail. Therefore, application support projects can use the communication planning from PMBOK. Time - Time deals with the project schedule development, execution and control. This may not be applicable in details for the application support projects as the application support projects require the deployment of personnel throughout the period and is a type of operation as defined by PMBOK. The work comes in the form of service request/incidents/application monitoring to the service provider from the client. Scope Scope deals with the Project Initiation, Scope planning, scope definition, scope verification and scope change control. ITSM also address the project scope and this process area is required for application support project during the initial phase of the project. Transition Project transition is not addressed by the ITSM and PMBOK. However, Transition is required for the application support project during the initial phase for knowledge transfer and application hand over from one support team to the other. This can be subdivided into the transition planning, execution and control. The complexity of transition planning is dependent on the size of application to be covered by the support project. This is the critical phase of the application support project. Benefits: Matured application Predictive Infrastructure Cost effective and high productivity SLA achievement Conclusion & Recommendation: Projects dealing with application support should adopt the blended approach of PMBOK and ITSM (as suggested in this paper) for better delivery. This will generate the extra mileage in terms of application maturity and cost effectiveness. It will also improve the SLA achievement and customer satisfaction. 9

The Project Management Knowledge Areas as defined by PMI (PMBOK, 2004)

The Project Management Knowledge Areas as defined by PMI (PMBOK, 2004) The Project Management Knowledge Areas as defined by PMI (PMBOK, 2004) is the processes required to ensure that the various elements of the project are properly coordinated. the processes required to ensure

More information

Auxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1

Auxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 Title Service Desk as a Service Date January 2015 www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 1. Disclaimer All information contained in this document is provided in confidence to the

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

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

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

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

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

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

ITIL 2011 Lifecycle Roles and Responsibilities UXC Consulting

ITIL 2011 Lifecycle Roles and Responsibilities UXC Consulting ITIL 2011 Lifecycle Roles and Responsibilities UXC Consulting Date November 2011 Company UXC Consulting Version Version 1.5 Contact info@uxcconsulting.com.au http://www.uxcconsulting.com.au This summary

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

Determining Best Fit. for ITIL Implementations

Determining Best Fit. for ITIL Implementations Determining Best Fit for ITIL Implementations Michael Harris President David Consulting Group Agenda Why ITIL? The Evolution of IT Metrics Towards the Business What do businesses need from IT Introduction

More information

INTERNATIONAL JOURNAL OF ENGINEERING SCIENCES & RESEARCH TECHNOLOGY

INTERNATIONAL JOURNAL OF ENGINEERING SCIENCES & RESEARCH TECHNOLOGY [Sultana, 2(4): April, 2013] ISSN: 2277-9655 IJESRT INTERNATIONAL JOURNAL OF ENGINEERING SCIENCES & RESEARCH TECHNOLOGY A Case Study on Implementing ITIL in Business Organization Considering Business Benefits

More information

Service Catalogue. 0984v1

Service Catalogue. 0984v1 0984v1 Service Catalogue Table of Contents Service Desk...3 Desktop Services...4 Wintel Services...5 Enterprise Services...6 Network Services...7 IMAC s (Install, Move, Addition and Change Services)...8

More information

Dallas IIA Chapter / ISACA N. Texas Chapter. January 7, 2010

Dallas IIA Chapter / ISACA N. Texas Chapter. January 7, 2010 Dallas IIA Chapter / ISACA N. Texas Chapter Auditing Tuesday, October Project 20, 2009 Management Controls January 7, 2010 Table of Contents Contents Page # Project Management Office Overview 3 Aligning

More information

PHASE 8: IMPLEMENTATION PHASE

PHASE 8: IMPLEMENTATION PHASE PHASE 8: IMPLEMENTATION PHASE The Implementation Phase has one key activity: deploying the new system in its target environment. Supporting actions include training end-users and preparing to turn the

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

Overview of Service Support & Service

Overview of Service Support & Service Overview of Service Support & Service Delivery Functions ITIL Service Support / Delivery- 1 Service Delivery Functions Availability Management IT Services Continuity Management Capacity Management Financial

More information

PHASE 9: OPERATIONS AND MAINTENANCE PHASE

PHASE 9: OPERATIONS AND MAINTENANCE PHASE PHASE 9: OPERATIONS AND MAINTENANCE PHASE During the Operations and Maintenance Phase, the information system s availability and performance in executing the work for which it was designed is maintained.

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

Service Support 123 Success Secrets. Copyright by Jonathan Hammond

Service Support 123 Success Secrets. Copyright by Jonathan Hammond Service Support 123 Success Secrets Copyright by Jonathan Hammond Notice of rights All rights reserved. No part of this book may be reproduced or transmitted in any form by any means, electronic, mechanical,

More information

Roles within ITIL V3. Contents

Roles within ITIL V3. Contents 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

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

ITIL 101 Panel Discussion

ITIL 101 Panel Discussion ITIL 101 Panel Discussion Robert R. Cumberland, Certified ITIL Support & Restore Practitioner Services Support Manager Purdue University 302 Wood St. W. Lafayette, IN 47907-2108 (765) 496 8280 robc@purdue.edu

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 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

ITIL: What is it? How does ITIL link to COBIT and ISO 17799?

ITIL: What is it? How does ITIL link to COBIT and ISO 17799? 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,

More information

October 7, 2011. Presented to. The PMI Washington DC Chapter. Pedro Agosto. Director of Client Services, XA Systems, LLC. pedro.agosto@xasystems.

October 7, 2011. Presented to. The PMI Washington DC Chapter. Pedro Agosto. Director of Client Services, XA Systems, LLC. pedro.agosto@xasystems. October 7, 2011 Presented to The PMI Washington DC Chapter By Pedro Agosto Director of Client Services, XA Systems, LLC pedro.agosto@xasystems.com Introduction Re-evaluating IT Services Today s Challenges

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

DEVELOPING AN IT SERVICE MANAGEMENT TRAINING STRATEGY & PLAN. Version : 1.0 Date : April 2009 : Pink Elephant

DEVELOPING AN IT SERVICE MANAGEMENT TRAINING STRATEGY & PLAN. Version : 1.0 Date : April 2009 : Pink Elephant DEVELOPING AN IT SERVICE MANAGEMENT TRAINING STRATEGY & PLAN Version : 1.0 Date : April 2009 Author : Pink Elephant Table of Contents 1 Executive Overview... 3 2 Manager Responsibilities... 4 2.1 Before

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

Introduction: ITIL Version 3 and the ITIL Process Map V3

Introduction: ITIL Version 3 and the ITIL Process Map V3 Introduction: ITIL Version 3 and the ITIL Process Map V3 IT Process Maps www.it-processmaps.com IT Process Know-How out of a Box IT Process Maps GbR, 2009-2 - Contents HISTORY OF ITIL... 4 The Beginnings...

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

Challenges / Benefits of Business Service Management

Challenges / Benefits of Business Service Management Challenges / Benefits of Business Service OMNINET Facts and Figures: German based Software Company >15 years OMNITRACKER >400 man-years development included >50.000 concurrent clients installed Business

More information

LANDesk Professional Services

LANDesk Professional Services LANDesk Professional Services Service Description For G-Cloud Background Drawing upon 25 years of experience, LANDesk today is recognized as a leading provider of systems and endpoint security management,

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

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

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

PHASE 6: DEVELOPMENT PHASE

PHASE 6: DEVELOPMENT PHASE PHASE 6: DEVELOPMENT PHASE The Phase features a key step in the project: system construction. The previous phases lay the foundation for system development; the following phases ensure that the product

More information

Enterprise Service Management (ESM)

Enterprise Service Management (ESM) Enterprise Service Management (ESM) A Reference Model for Adopting and Adapting IT Best Practices Across and Enterprise itsm003 v.3.0 Agenda and Objectives What are ESM Best Practices? What is the ESM

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

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

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

Earned Value Management for Enterprise Resource Planning Implementations

Earned Value Management for Enterprise Resource Planning Implementations Earned Value Management for Enterprise Resource Planning Implementations Venu Kotamraju Abstract ERP implementations are a special breed of projects. They are often characterized by aggressive timelines,

More information

Capability Maturity Model Integrated (CMMI)

Capability Maturity Model Integrated (CMMI) When the Outcome Matters Capability Maturity Model Integrated (CMMI) Configuration Management Considerations Gerard Dache Gerard.dache@psgs.com 703-560-9477 Agenda SEI Overview Capability Maturity Models

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

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

ITIL Essentials Study Guide

ITIL Essentials Study Guide ITIL Essentials Study Guide Introduction Service Support Functions: Service Desk Incident Management Problem Management Change Management Configuration Management Release Management Service Delivery Functions:

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

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

PMP Examination Tasks Puzzle game

PMP Examination Tasks Puzzle game PMP Examination Tasks Puzzle game Here is a great game to play to test your knowledge of the tasks you will be tested on in the actual examination. What we have done is take each of the domain tasks in

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

SERV SER ICE DE SIGN

SERV SER ICE DE SIGN SERVICE DESIGN Service Design Set of specialized organizational capabilities for providing value to customers in the form of services SOURCE: ITIL Service Design Publication, p. 11 Service Design Goals

More information

Managed Desktop Support Services

Managed Desktop Support Services managed enterprise technologies Managed Desktop Support Services MET Managed Desktop Support Service Most organisations spend lots of time and money trying to manage complex desktop environments and worrying

More information

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

Preparation Guide. IT Service Management Foundation Bridge based on ISO/IEC 20000 Preparation Guide IT Service Management Foundation Bridge based on ISO/IEC 20000 Edition April 2011 Copyright 2011 EXIN All rights reserved. No part of this publication may be published, reproduced, copied

More information

1 Why should monitoring and measuring be used when trying to improve services?

1 Why should monitoring and measuring be used when trying to improve services? 1 Why should monitoring and measuring be used when trying to improve services? a) To validate, direct, justify and intervene b) To validate, measure, monitor and change c) To validate, plan, act and improve

More information

1. INCIDENT MANAGEMENT

1. INCIDENT MANAGEMENT 1. INCIDENT MANAGEMENT Topic/Question 1.1 Incident Identification Can incident records be created manually? 1.2 Unique Reference Does the tool automatically allocate a unique reference to newly created

More information

ITIL Event Management in the Cloud

ITIL Event Management in the Cloud ITIL Event Management in the Cloud An AWS Cloud Adoption Framework Addendum July 2015 2015, Amazon Web Services, Inc. or its affiliates. All rights reserved. Notices This document is provided for informational

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

INTERVIEW QUESTIONS. Que: Which process is responsible for ensuring that the CMDB has been updated correctly?

INTERVIEW QUESTIONS. Que: Which process is responsible for ensuring that the CMDB has been updated correctly? 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

More information

Fermilab Computing Division Service Level Management Process & Procedures Document

Fermilab Computing Division Service Level Management Process & Procedures Document BMC Software Consulting Services Fermilab Computing Division Process & Procedures Document Client: Fermilab Date : 07/07/2009 Version : 1.0 1. GENERAL Description Purpose Applicable to Supersedes This

More information

Fundamentals for EHR Success

Fundamentals for EHR Success Fundamentals for EHR Success Angie Chew Monksfield Principal of Portfolio Lim Shih Hsien Deputy Director, Information Security Knowing the Pain Points This material contains information that is confidential

More information

PMI Certified: PMP - Project Management 5 Days

PMI Certified: PMP - Project Management 5 Days www.etidaho.com (208) 327-0768 PMI Certified: PMP - Project Management 5 Days Course Description This PMP certification training class is designed for individuals who have on-the-job project management

More information

ISO 20000-1:2005 Requirements Summary

ISO 20000-1:2005 Requirements Summary Contents 3. Requirements for a Management System... 3 3.1 Management Responsibility... 3 3.2 Documentation Requirements... 3 3.3 Competence, Awareness, and Training... 4 4. Planning and Implementing Service

More information

Front Metrics Technologies Pvt. Ltd. Capacity Management Policy, Process & Procedures Document

Front Metrics Technologies Pvt. Ltd. Capacity Management Policy, Process & Procedures Document Pvt. Ltd. Capacity Management Policy, Process & Procedures Document Client: Pvt. Ltd. Date : 03/04/2011 Version : 0.6 GENERAL Description Purpose Applicable to Supersedes This document establishes a Capacity

More information

Colorado Department of Health Care Policy and Financing

Colorado Department of Health Care Policy and Financing Colorado Department of Health Care Policy and Financing Solicitation #: HCPFRFPCW14BIDM Business Intelligence and Data Management Services (BIDM) Appendix B BIDM Project Phases Tables The guidelines for

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

IT Customer Relationship Management supported by ITIL

IT Customer Relationship Management supported by ITIL Page 170 of 344 IT Customer Relationship supported by ITIL Melita Kozina, Tina Crnjak Faculty of Organization and Informatics University of Zagreb Pavlinska 2, 42000 {melita.kozina, tina.crnjak}@foi.hr

More information

Certification Preparation Course LATVIKON (R.E.P.)Centre

Certification Preparation Course LATVIKON (R.E.P.)Centre PMP Certification Preparation Course LATVIKON (R.E.P.)Centre ABOUT THIS COURSE Your ability as a project manager to demonstrate best practices in Project Management both on the job and through professional

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

Service Support. 2005 Kasse Initiatives, LLC. ITIL Configuration Management - 1. version 2.0

Service Support. 2005 Kasse Initiatives, LLC. ITIL Configuration Management - 1. version 2.0 Service Support Configuration Management ITIL Configuration Management - 1 Goals of Configuration Management The goals of Configuration Management are to: Account for all the IT assets and configurations

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

Subject Area 1 Project Initiation and Management

Subject Area 1 Project Initiation and Management DRII/BCI Professional Practice Narrative: Establish the need for a Business Continuity Plan (BCP), including obtaining management support and organizing and managing the BCP project to completion. (This

More information

Availability Management: A CA Service Management Process Map

Availability Management: A CA Service Management Process Map TECHNOLOGY brief: AVAILABILITY MANAGEMENT Availability : A CA Process Map Malcolm Ryder ARCHITECT CA SERVICES Table of Contents Executive Summary 1 SECTION 1: CHALLENGE 2 Simplifying ITIL How to Use the

More information

The ITIL v.3. Foundation Examination

The ITIL v.3. Foundation Examination 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.

More information

SapphireIMS 4.0 Service Desk Feature Specification

SapphireIMS 4.0 Service Desk Feature Specification SapphireIMS 4.0 Service Desk Feature Specification v1.4 All rights reserved. COPYRIGHT NOTICE AND DISCLAIMER No parts of this document may be reproduced in any form without the express written permission

More information

Service Desk. Description. Detailed Specifications

Service Desk. Description. Detailed Specifications Service Catalogue Contents Service Desk 3 Desktop Services 4 Wintel Services 6 Enterprise Services 7 Network Services 8 IMAC s (Install, Move, Addition And Change Services) 9 Professional Services 10 Service

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

White Paper: AlfaPeople ITSM 2013. This whitepaper discusses how ITIL 3.0 can benefit your business.

White Paper: AlfaPeople ITSM 2013. This whitepaper discusses how ITIL 3.0 can benefit your business. White Paper: AlfaPeople ITSM 2013 This whitepaper discusses how ITIL 3.0 can benefit your business. Executive Summary Imagine trying to run a manufacturing business without a comprehensive and detailed

More information

Service Transition and Support: A CA Service Management Process Map

Service Transition and Support: A CA Service Management Process Map TECHNOLOGY BRIEF: SERVICE TRANSITION AND SUPPORT Service Transition and Support: A CA Service Process Map JUNE 2009 Malcolm Ryder ARCHITECT CA SERVICES Table of Contents Executive Summary 1 SECTION 1:

More information

Complimentary Relationship Between ITIL and PMBOK

Complimentary Relationship Between ITIL and PMBOK CSC NORTH AMERICAN PUBLIC SECTOR Complimentary Relationship Between ITIL and PMBOK August Chantilly Luncheon Linda Budiman, PMP ITIL Business Process Architect ITIL Service Manager, COBIT certified 8/20/2008

More information

United Service Technology (Shanghai) Limited Outsource Management Methodology. Copyright 2008@ United Service Technology(SH)

United Service Technology (Shanghai) Limited Outsource Management Methodology. Copyright 2008@ United Service Technology(SH) 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

More information

ITSM vs EA KAOS 10.3.2014

ITSM vs EA KAOS 10.3.2014 ITSM vs EA KAOS ITSM vs EA SH Needs Business Goals 2 GOVERNANCE EVALUATE PLANNING ITSM IMPROVING OPERATING Business Programs Projects DEVELOPING EA IMPLEMENTING IT service - ITIL 3 Lifecycle approach Service

More information

ERP Implementation Planning

ERP Implementation Planning ERP Implementation Program Key phases of ERP implementation: Analysis of the company existing or designing new business process descriptions Inventory of the company s existing formal workflows or designing

More information

Challenges in Implementing IT Service Management Systems

Challenges in Implementing IT Service Management Systems Marko Jäntti Challenges in Implementing IT Service Management Systems ICONS 2012 Conference Agenda Introduction Research Settings Challenges in Implementing IT Service Management Systems Conclusion 2.3.2012

More information

HKITPC Competency Definition

HKITPC Competency Definition HKITPC Competency Definition for the Certification copyright 2011 HKITPC HKITPC Competency Definition Document Number: HKCS-CD-L1L2 Version: 1.0 Date: June 2011 Prepared by Hong Kong IT Professional Certification

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

Introduction to ITIL for Project Managers

Introduction to ITIL for Project Managers CSC NORTH AMERICAN PUBLIC SECTOR Introduction to ITIL for Project Managers May Chantilly Luncheon Linda Budiman, PMP ITILv2 & ITILv3 Process Architect ITIL Service Manager, CobiT certified 5/13/2008 8:08:45

More information

IT PROCESSES BEST PRACTICES FOR. Version 1.0 Date: 04/06/2007

IT PROCESSES BEST PRACTICES FOR. Version 1.0 Date: 04/06/2007 BEST PRACTICES FOR IT PROCESSES Version 1.0 Date: 04/06/2007 The Saudi e-government Program (Yesser) has exerted its best effort to achieve the quality, reliability, and accuracy of the information contained

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

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

Maximo and ITIL Business Case Scenario

Maximo and ITIL Business Case Scenario Maximo and ITIL Business Case Scenario Bill Adamson, Maximo ITSM Consultant-CEMASS IBM January 2008 Asset & Management Solutions Broad, best-in-class capabilities for managing the critical assets that

More information

2009 NMCI Conference: Implementing ITIL Session 1: ITSM Process

2009 NMCI Conference: Implementing ITIL Session 1: ITSM Process 2009 NMCI Conference: Implementing ITIL Session 1: ITSM Process ITSM COE Agenda Background ITSM Overview ITIL and Service Delivery Adopting ITIL to NGEN SE&I Activities 2 Background Develop Government

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

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

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 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

More information

SDLC- Key Areas to Audit in IT Projects ISACA Geek Week 2013 8/21/2013. PwC

SDLC- Key Areas to Audit in IT Projects ISACA Geek Week 2013 8/21/2013. PwC SDLC- Key Areas to Audit in IT Projects ISACA Geek Week 2013 8/21/2013 1 Introductions and Projects Overview Presenters Charlie Miller and Andrew Gerndt The Coca-Cola Company Principal IT Auditors Atlanta,

More information

Prepared by: Rick Leopoldi November 22, 2003

Prepared by: Rick Leopoldi November 22, 2003 RL Consulting Project Best Practices for the Application ment Process Prepared by: Rick Leopoldi November 22, 2003 Copyright 2003 RL Information Consulting LLC. All rights reserved. Duplication of this

More information

Appeals Case Management System Project. Scope Management Plan. November 20, 2014

Appeals Case Management System Project. Scope Management Plan. November 20, 2014 Appeals Case Management System Project Version 1.0 Health and Human Services Agency, Office of Systems Integration Template Revision History REVISION HISTORY REVISION # DATE OF RELEASE OWNER SUMMARY OF

More information

Managing IT Projects. Chapter 2 The PMI Framework

Managing IT Projects. Chapter 2 The PMI Framework Managing IT Projects Chapter 2 The PMI Framework The PMI Framework The Project Management Institute,USA is an internationally acclaimed organization Devoted to Creation & sharing of knowledge in the area

More information

Benefits to the Quality Management System in implementing an IT Service Management Standard ISO/IEC 20000-1

Benefits to the Quality Management System in implementing an IT Service Management Standard ISO/IEC 20000-1 Benefits to the Quality System in implementing an IT Standard ISO/IEC 20000-1 Presentation to: ASQ North Jersey September 15, 2010 Subrata Guha Director IT s UL DQS Inc. A New Global Alliance for Systems

More information

ITSM Process Maturity Assessment

ITSM Process Maturity Assessment ITSM Process Maturity Assessment April 2011 Prepared by: Brian Newcomb TABLE OF CONTENTS Executive Summary... 3 Detailed Assessment Results and Recommendations... 5 Advisory Group Survey Results (External

More information