Incident Management Metrics *
|
|
- Francine Gillian Hall
- 7 years ago
- Views:
Transcription
1 Incident Management Metrics * Quick Resolution of Incidents Maintain IT service Quality Improve IT and business productivity Maintain User Satisfaction % reduction in the average time to respond to a call by first line % increase in Incidents resolved by first line % increase in Incidents resolved by first line on first request % reduction in Incident incorrectly assigned % reduction in Incident incorrectly categorized % increase of Incidents resolved within SLA % increase in the average time for second line support to respond % increase of Incidents resolved within target times by category and/or priority Reduction in incident backlog % increase in Incident fixed before User notice % reduction in Incidents reopened % reduction in overall average time to resolve Incidents % reduction iin the average cost of handling an Incident % improvement in business incidents dealt with by first lines operatives % reduction in the number of times first line operatives are bypassed % improvement in CSS responses on Incident Management % reduction in length of Service Desk queue % reduction in lost Service Desk calls % reduction in revised business instructions issued
2 Problem Management Metrics * Improved Service Quality Minimize impact of problems Reduce the cost to Users of Problems % reduction in repeat incidents % reduction in repeat Problems % reduction in Incidents and problems affecting services to Customers % reduction in known Incidents and Problems encountered. Improved CSS responses in business disruption caused by Incidents and Problems % reduction in the average time to resolve Problems % reduction in time to implement fixes to Known errors. % reduction in the time to diagnose problems % reduction in the average number of undiagnosed Problems % reduction in the average backlog of open Problems and Known Errors % reduction of the impact of problems on Users % improvement in business incidents dealt with by first lines operatives % reduction in business disruptions caused by Incidents and Problems % increase of proactive Changes raised by Problem Management particularly from Major Incident and Problem reviews. % reduction in Problems escalated ( missed targets) % reduction in IT Problem Management budget
3 Change Management Metrics * A repeatable process for making Changes % decrease in rejected RFCs % reduction in unauthorized Changes detected % increase in Change requests implemented on time % reduction in average time to make Change % reduction in the Change backlog % fewer Changes backed out % reduction in Changes required by previous Change failures % increase of reports produced on schedule Make Changes quickly and accurately (business driven needs) Protect Services when making Changes Deliver process efficiency and effectiveness benefits % reduction in the number of urgent changes % reduction in urgent changes causing Incidents % reduction of Changes implemented without being tested % reduction of urgent, backed out Changes % reduction in urgent or high priority Changes submitted without business justification Reduction in unavailability caused by Changes % reduction in backed out changes % reduction in unsuccessful changes % reduction in Changes causing Incidents % reduction in Changes impacting core services % increases in Changes outside of core service times % reduction in Changes not referred to the CAB Improvement in CSS feedback on Change % reduction in failed Changes with no back-out % reduction in time to invoke a Change freeze % efficiency improvement based upon RFC volume % increase in the accuracy of Change estimates % reduction in the average cost of change % reduction in Change overtime ( better planning) Reduction in the cost of failed Change % increase of Changes implemented on time % increase of Changes implemented to budget % reduction of failed Changes % reduction of backed out Changes
4 Configuration Management Metrics * Control of IT assets Support the delivery of quality services Economic service provision Support, integration & interface to all other processes % reduction in CI errors in the CMDB % increase in CIs successfully audited % improvement in speed & accuracy of audit Reduction of unauthorized equipment detected % reduction in service errors due to wrong CI Improved speed to repair and recover Improved Customer satisfaction with services Reduction in missing or duplicated CIs Greater % of maintenance costs & license in budget % reduction in s/w costs due to better control % reduction in h/w costs due to better control % improvement in average cost of maintaining CIs in the CMDB % reduction of Change failures as a result of inaccurate configuration data Improved Incident resolution time due to availability of accurate configuration data More accurate results from Risk analysis audits due to available and accurate asset information
5 Release Management Metrics * Better quality software and hardware Repeatable process for rolling out software and hardware releases Implementation of Releases swiftly (business driven needs) and accurately Cost Effective Releases % reduction in s/w & h/w Release that have not passed required quality checks % reduction in installed s/w not in the DSL % reduction in non-standard h/w % reduction of unauthorized versions % reduction of unauthorized h/w & s/w All new release planned and controlled All installed s/w taken form the DSL All appropriate h/w stored in the DHS % reduction of failed releases distributed to remote sites % reduction of urgent releases % increase of normal Release units % reduction in build failures % increase in implementation of Releases on time % reduction of urgent Releases % reduction in releases causing incidents % reduction of untested Releases % reduction of urgent or high priority Releases requested without business case / justification % increase of releases implemented on schedule % increase in releases built & delivered within budget Reduction in service unavailability from releases % reduction in releases backed out % reduction of failed releases % reduction in the cost of handling a release % reduction in Release overtime due to planning Reduction in the cost of failed releases No evidence of payment of license fees or wasted maintenance effort for s/w not in use No wasteful duplication in release building % improvement of planned composition of releases matching actual composition % improvement in the resources required by releases % increase in the accuracy of release estimates
6 Service Level Management Metrics * Manage quantity and quality of IT Services Deliver service as previously agreed at affordable cost Manage the interface with business and users % reduction in SLA targets missed % reduction in SLA targets threatened % increase in Customer perception of SLA achievements via CSS responses % reduction in SLA breaches due to 3 rd party support contracts (UC) % reduction in SLA breaches due to internal Operational Level Agreements (OLA) Increase in the number of fully documented SLAs % increase of SLAs against operational services % increase in completeness of Service Catalogue % improvement in Service Delivery costs % reduction in the cost of reporting on SLAs % increase in the speed and accuracy of developing SLAs % increase in servers owned by SLAs Documented SLM processes and procedures Reduction in the time to respond to and implement SLA requests % increase of SLA reviews completed on time % reduction of outstanding SLAs for annual renegotiation % reduction of SLAs requiring Changes % increase in the number of OLAs and 3 rd party contract in place Documentary evidence that s issues raised at service and SLA reviews are being implemented Reductions in volume and severity of the SLA breaches Effective review and follow up of all SLA, OLA, and UC contract breaches
7 Availability Management Metrics * Manage Availability and reliability of IT Service Satisfy business needs for access to IT services Availability of IT infrastructure, as documented in SLAs, provided at optimum costs % reduction in service and component unavailability % increase in service and component reliability Effective review and follow up of all SLA,OLA, and underpinning contract breaches % improvement of end-to-end availability of services % reduction in volume and impact of service breaks Improvement in the MTBF and MTBSI Reduction in the MTTR % reduction in the unavailability of services % reduction in cost of business overtime due to unavailable IT % reduction of the critical time failures % improvement in business and Users satisfied with service (by CSS results) % reduction in the cost of unavailability % improvement in Service Delivery costs Timely completion of regular risk analysis and system review Timely completion of regular cost benefit analysis established for CFIA % reduction in failures of 3 rd party performance on MTTR/MTBF against contract targets Reduced time taken to complete a risk analysis Reduced time taken to review system resiliency Reduced time to complete an Availability Plan Timely production of management reports % reduction in frequency of operational reviews of security and reliability Incidents
8 Capacity Management Metrics * Accurate business forecasts Knowledge of current and future technologies Ability to demonstrate cost effectiveness Ability to plan and implement the appropriate IT capacity to match business needs Production of workload forecasts on time % accuracy of forecasts of business trends Timely incorporation of business plans into capacity plan Reduction in variances from the business plans and capacity plan Increased ability to monitor performance and throughput of all services and components Timely justification and implementation of new technology in line with business requirements Reduction in the breached SLAs caused by old technology support or performance problems Reduction in panic buying Reduction in over capacity of IT Accurate forecasts of planned expenditure Reduction in business disruption caused by a lack of adequate IT capacity Relative reduction in production cost of the Capacity plan % reduction in incidents due to poor performance % reduction in lost business due to inadequate capacity All new implemented services match Service Level Requirements SLR % increase of recommendations made by Capacity Management being acted upon Reduction in SLA breaches due to poor service performance or poor component performance
9 IT Service Continuity Management Metrics * IT Services are delivered and can be recovered to meet business requirements Regular audits of the IT Service continuity plan to ensure that, at all times, the agreed recovery requirements of the business can be achieved Service recovery targets are agreed and documented in SLAs and achievable in the ITSC plan Regular and comprehensive ITSC plan testing Regular reviews are undertaken, at least annually, of the business and IT continuity plans with business areas Negotiate and manage all necessary ITSC contracts with 3r parties Overall reduction in risk and impact of possible failure of IT services Awareness throughout the organization of the business and IT continuity plans Awareness of business impact and requirements throughout IT All IT service areas and staff are prepared and able to respond to an invocation of the ITSC plans Regular communications of ITSC objectives and responsibilities within appropriate business and IT service areas
10 Financial Management Metrics * Effective stewardship of IT finances Overall effectiveness of process Customers satisfied with costs and charges of services Increased accuracy of cost recovery and expenditures IT operated within expected income/ profits IT financial objectives of break-even or profit met Increased accuracy of monthly, quarterly, & annual forecasted profiles Reduced frequency and severity of Changes required to accounting and budget systems All IT costs are accounted for Reduced frequency and severity of Changes made to the charging algorithms Timely production of budget forecasts and reports Timely production of Financial Plan, IT accounts and reports Plans and budgets produced on time Specified reports produced at required time Inventory schedules kept up-to-date Timely annual audits Meeting monthly, quarterly, and annual financial objectives Reduction in the relative costs Reduction in budget variances and adjustments Reduction in variances from the financial plan Relative reduction in overall Total Cost of Ownership TCO Charges, where applied, are seen to be fair Reduction in queries and complaints from Customers relating to IT costs and charges
Central Agency for Information Technology
Central Agency for Information Technology Kuwait National IT Governance Framework IT Service Management How many times we felt that Business is looking to IT as Operations center not strategy enabler 1
More informationITIL 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 informationITSM 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 informationWhich ITIL process or function deals with issues and questions about the use of services, raised by end users?
1 of 40 Which ITIL process or function deals with issues and questions about the use of services, raised by end users? A. Availability Management B. Service Level Management C. Problem Management D. Service
More informationITIL 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 informationExam : EX0-100. Title : ITIL Foundation Certificate in IT Service Management. Ver : 08.01.06
Exam : EX0-100 Title : ITIL Foundation Certificate in IT Service Management Ver : 08.01.06 QUESTION 1 The successful diagnosis of a problem results in a Known Error. On the basis of this Known Error a
More informationITSM 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 informationINTERVIEW 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 informationFoundation. 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 informationOverview 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 informationService Management in Electronic Commerce. Panos Fitsilis TEI Larissa, Greece
Service Management in Electronic Commerce Panos Fitsilis TEI Larissa, Greece 1 Contents Introduction to e-commerce Service level management Service Development Service Delivery Service Support 2 E-Business
More informationITIL v3 Incident Management Process
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
More informationFront 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 informationITIL IT Service Management Calendar Series
IL Calendar Series Operational Excellence via best practices stards Mountainview, Inc www..ca 866.867.5170 Contact us at: calendar@.ca for more information IL is registered trademark of the UK Office of
More informationISO 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 informationService Improvement. Part 3 The Strategic View. Robert.Gormley@ed.ac.uk http://www.is.ed.ac.uk/itil
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
More informationITIL 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 informationService Integration &
This is a DRAFT document, being published for review & comment The content is therefore subject to change & revision This document is part of the XGOV Strategic SIAM reference set Service Integration &
More informationSample Exam. IT Service Management Foundation based on ISO/IEC 20000
Sample Exam IT Service Management Foundation based on ISO/IEC 20000 Edition April 2011 Copyright 2011 EXIN All rights reserved. No part of this publication may be published, reproduced, copied or stored
More informationThe 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 informationAn 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 informationFermilab 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 informationITIL Introducing service design
ITIL Introducing service design The objectives of service design The main objective of the service design stage can be defined as: The design of appropriate and innovative IT services, including their
More informationITIL 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 informationThe 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 informationBCIS 5520 IT Service Management. Service Design (Part 2)
BCIS 5520 IT Service Management Service Design (Part 2) Class 7.01 Spring 2015 Dr. Becker Announcements: Exam #1 Class #8 (3/11; click here) EXAM #1: Foundations of ITSM based on ITIL v3, Jan von Bon (JVB)
More informationEXIN IT Service Management Foundation based on ISO/IEC 20000
Sample Exam EXIN IT Service Management Foundation Edition October 2013 Copyright 2013 EXIN All rights reserved. No part of this publication may be published, reproduced, copied or stored in a data processing
More informationITSM 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 informationProblem 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 informationITIL v3 (Lecture III) Service Management as a Practice IT Operation
ITIL v3 (Lecture III) as a Practice IT Operation 1 Processes and Functions Application mgmt IT Operation mgmt Technical mgmt Functions Service Desk Availability mgmt Knowledge mgmt Service cont mgmt Evaluation
More informationTrainning Education Services Av. Paulista, 777-15º andar SP Tel/Fax: 55+ (11) 3323-1676 www.trainning.com.br comercial@trainning.com.
Simulados ITIL Question 1 Which of the following is a Service desk activity? A) functioning as the first point of contact for the customer B) investigating the cause of disruptions for the customer C)
More informationCONFIGURATION MANAGEMENT
CONFIGURATION MANAGEMENT NOT HOW LOW, BUT HOW HIGH, AND WHY Matthew Burrows BSMimpact 1 BUSINESS SERVICE MANAGEMENT (BSM) Business Service (BSM) An approach to the management of IT Services that considers
More informationPreparation 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 informationThe 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 informationIT Service Management Practitioner: Plan & Improve (based on ITIL ) (IPPI.EN)
Exam requirements IT Service Management Practitioner: Plan & Improve (based on ITIL ) (IPPI.EN) Publication date 01-12-2009 Start date 01-03-2007 Summary Target group Context Prerequisites Practical assignment
More informationEXIN.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 informationThe 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 informationPage 1 of 8. Any change, which meets the following criteria, will be managed using IM/IT Change Management Process.
Page 1 of 8 1. Introduction This policy describes the Authority s Information Management/Information Technology (IM/IT) change management procedures. IM/IT manages changes to applications, infrastructure
More informationInformation Technology Infrastructure Library - ITIL
Information Technology Infrastructure Library - ITIL Registered Trade Mark and a Community Trade Mark of the Office of Government Commerce January 2005 presented by Donett Murphy ITIL pg 1 BRIEFING OUTLINE
More informationHP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Incident Management help topics for printing
HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Incident Management help topics for printing Document Release Date: July 2014 Software Release Date: July
More informationThe ITIL v.3 Foundation Examination
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
More informationTechExcel. ITIL Process Guide. Sample Project for Incident Management, Change Management, and Problem Management. Certified
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
More informationITIL 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 informationSERVICE MANAGEMENT OVERVIEW
SERVICE MANAGEMENT OVERVIEW Service Management Overview Page 1 of 40 Contents CONTENTS... 2 IT SERVICE MANAGEMENT... 3 SERVICE DESK... 6 PROBLEM MANAGEMENT... 10 CHANGE MANAGEMENT... 13 RELEASE MANAGEMENT...
More informationService Level Management
Process Guide Service Level Management Company ABC Service Improvement Program (SIP) Process Guide Service Level Management Table of Contents Document Information... 3 Approval... 4 Section 1: Process
More informationITIL 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 informationA VIEW FROM THE TOP: DEVELOPING A QUALITY DRIVEN MEASUREMENT FRAMEWORK
A VIEW FROM THE TOP: DEVELOPING A QUALITY DRIVEN MEASUREMENT FRAMEWORK Author : Anil C. Dissanayake Version : 2.2 Date : July 2012 1 EXECUTIVE SUMMARY The purpose of this document is to describe an approach
More informationITIL Terms and Definitions Terms in Bold are Foundation exam terms
s in Bold are Foundation exam terms Absorbed overhead Accounting Activity Based Costing Allocated cost Application Sizing Asset Asset Management Audit Authorization Availability Availability Management
More informationITIL - QUICK REFERENCE GUIDE
http://www.tutorialspoint.com/itil/itil_quick_guide.htm ITIL - QUICK REFERENCE GUIDE Copyright tutorialspoint.com ITIL Overview ITIL is a framework providing best practice guidelines on all aspects of
More informationInformation 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 informationThis page intentionally left blank.
This page intentionally left blank. Office of Information Technology Priority: R-6 IT Service Ecosystem FY 2014-15 Change Request Cost and FTE The Office of Information Technology requests $3,455,000 Reappropriated
More informationITIL Introducing service transition
ITIL Introducing service transition The goals of service transition Aligning the new or changed service with the organisational requirements and organisational operations Plan and manage the capacity and
More informationThe 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 informationITIL 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 informationContact / Escalation Guide. For OPENHIVE Managed Services provided by Capita. Version 6.0
Contact / Escalation Guide For OPENHIVE Managed Services provided by Capita Version 6.0 Contents Document Control...3 Background and Scope...4 Capita contact information...4 Service Desk Team...4 Direct
More informationIncident Management Get Your Basics Right
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
More informationProblem 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 informationThe 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 informationSERV SER ICE OPERA OPERA ION
SERVICE OPERATION Service Operation Achieving i effectiveness and efficiency i in the delivery and support of services so as to ensure value for the customer and the service provider SOURCE: ITIL Service
More informationThe 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 informationContact / Escalation Guide. For OPENHIVE Managed Services provided by Capita. Version 3.0
Contact / Escalation Guide For OPENHIVE Managed Services provided by Capita Version 3.0 Contents Document Control...3 Background and Scope...4 Capita contact information...4 Service Desk Team...4 Direct
More informationITIL Foundation V3. Walaa Omar. +201222874828 Walaaomar131@gmail.com
ITIL Foundation V3 Walaa Omar Service Lifecycle Mapping Service Catalogue Management Service Catalogue Management Objectives To provide a single source of consistent information on all of the agreed services.
More informationYale University Incident Management Process Guide
Yale University Management Process Guide Yale University Management Process 1 of 17 Introduction Purpose This document will serve as the official process of Management for Yale University. This document
More informationITIL Foundations. IT Infrastructure Library
ITIL Foundations IT Infrastructure Library What is ITIL? Information Technology Infrastructure Library Result of years of analysis and research Currently consists of 7 core books providing guidance on
More information1. 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 informationITIL v3 (Lecture II) Service Management as a Practice
ITIL v3 (Lecture II) as a Practice 1 Processes Availability mgmt Knowledge mgmt Service cont mgmt Evaluation Supplier mgmt Validation & Testing Access mgmt Financial mgmt Info security mgmt Release & Deploy
More informationVMware Service Manager: Implementing Incident Problem Management
Delivery Methods Instructor-led training Live-online Onsite training Course Duration Three (3) days Maximum Students Twelve (12) Target Audience System administrators Service desk managers Service desk
More informationWhite Paper August 2006. BMC Best Practice Process Flows for ITIL Change Management
White Paper August 2006 BMC Best Practice Process Flows for ITIL Change Management Copyright 1991 2006 BMC Software, Inc. All rights reserved. BMC, the BMC logo, all other BMC product or service names,
More informationCRAWL, WALK, RUN APPROACH - IT SERVICE CATALOGUE
CRAWL, WALK, RUN APPROACH - IT SERVICE CATALOGUE Emtec Boot Camp Web Event May 2011 Agenda Key Concepts What is a service? Service Portfolio vs. Service Catalogue Challenges / Benefits in Defining Services
More informationRelease Management PinkVerify v2.1. Mandatory Criteria
Mandatory Criteria *CMDB= Configuration Management Database *CI= Configuration Item *DSL= Definitive Software Library *RFC= Request for Change *SLA= Service Level Agreement 1. Does the tool facilitate
More informationThe ITIL v.3 Foundation Examination
The ITIL v.3 Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper B, version 3.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.
More informationIdentifying & Implementing Quick Wins
Identifying & Implementing Quick Wins 1 Executive Summary........3 2 Introduction....... 5 3 Key Steps to Quick Wins....... 7 4 Sample Quick Wins...8 4.1 People Quick Wins... 8 4.2 Process Quick Wins......9
More informationGuide. BMC Analytics for Business Service Management User. Supporting. BMC Analytics version 7.6.05 for Business Service Management. www.bmc.
BMC Analytics for Business Service Management User Guide Supporting BMC Analytics version 7.6.05 for Business Service Management January 2012 www.bmc.com Supplier Performance Percentage RMA The Percentage
More informationThe Official ITIL v3 Foundation Study Aid Glossary of Terms and Definitions
The Official ITIL v3 Foundation Study Aid Glossary of Terms and s V1.0, November 2007 Acknowledgements We would like to express our gratitude and acknowledge the contribution of Stuart Rance and Ashley
More informationDetermining 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 informationI.T. Service 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
More informationITSM 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 informationChange Management Living with Change
Change Management Living with Change Introduction Neil Thomas Industry experience in IT & IT support ITIL Vendor Product Management ITIL Consulting Specialised in Service Catalog & CMDB Introduction Fully
More informationThe 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 informationSoftware 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 informationLANDesk 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 informationThe Value of ITAM To IT Service Management. Presented by Daryl Frost. Copyright Burswood Information Solutions Limited 2015
The Value of ITAM To IT Service Management Presented by Daryl Frost What The!! We buy all this IT equipment Where is it!! How much are we buying it seems to cost a fortune! Are we getting any value from
More informationITIL: Service Transition
Management of IT Environment (6) Riadenie IT prostredia ITIL: Service Transition Martin Sarnovský Department of Cybernetics and AI, FEI TU Košice 1 Content Service Transition Goal, inputs and outputs,
More informationITIL: 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 informationHow 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 informationCase study. Implementation for an. IT Service Provider company. performing on site HW maintenance
Case study Implementation for an IT Service Provider company performing on site HW maintenance Introduction GPITiner is a new generation ITIL V3 / ISO 20000 based IT Service Management Tool, developed
More informationInformation 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 informationService 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 informationSOFTWARE ENDORSEMENT SCHEME
ITIL Software Endorsement Scheme Mandatory Assessment Criteria 2011 Version SOFTWARE ENDORSEMENT SCHEME Notes: Each question is to be assessed for three topics: 1) If the ITIL content is present in the
More informationInformation Technology Infrastructure Library -ITIL. IT Governance CEN 667
Information Technology Infrastructure Library -ITIL IT Governance CEN 667 1 Lectures Schedule Week Topic Introduction to IT governance Week 1 Overwiev of Information Security standards - ISO 27000 series
More informationPreparation 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 informationIntegrating 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 informationService Management ITIL Service Design
Service Management ITIL Service Design Univ.-Prof. Dr.-Ing. Wolfgang Maass Chair in Economics Information and Service Systems (ISS) Saarland University, Saarbrücken, Germany WS 2011/2012 Thursdays, 8:00
More informationClosed 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 informationThe Advantages and Disadvantages of ITIL
competence Ethic Experience Competence Development Vision Performance Potential Knowledge Happiest People Happiest Customers Contents ITIL: Introduction And Benefits...3 Service Delivery Functions...4
More informationBMC 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 informationTerms of Use - The Official ITIL Accreditor Sample Examination Papers
ITIL Sample Papers Terms of Use - The Official ITIL Accreditor Sample Examination Papers Please note that by downloading and/or using this document, you have agreed accepted to comply with the terms of
More informationHP 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 informationSupporting and Extending the IT Infrastructure Library (ITIL)
Supporting and Extending the IT Infrastructure Library (ITIL) White Paper May 6, 2004 2004 Altiris Inc. All rights reserved. ABOUT SYMANTEC Copyright 2008 Symantec Corporation. All rights reserved. Symantec,
More informationITSM. Maturity Assessment
ITSM 2012 Maturity Assessment Table of Contents Introduction... 2 What is ITSM?... 2 What is ITIL... 2 Is ITS doing ITSM today?... 3 Where is ITS in relation to ITIL best practices?... 3 Readiness and
More information