Work Performance Statement
|
|
- August Nichols
- 8 years ago
- Views:
Transcription
1 Work Performance Statement Enterprise Date Services Service Management Tool Introduction Acronyms, and Abbreviations AQS FAA Office of Quality, Integration and Executive Services ARB Airmen Records Building AVS FAA Office of Aviation Safety COTS Commercial-of-the-Shelf CMDB Configuration Management Database EDS Enterprise Data Services EDC Enterprise Data Center ITIL Information Technology Infrastructure Library (version 3) IAM Identity and Access Management MMAC Mike Monroney Aeronautical Center REG Civil Aviation Registry TCO Total Cost of Ownership Overview The AQS-250 organization s Enterprise Data Center specifically the Airmen Records Building (ARB) and the Civil Aviation Registry (REG) centers are required to run efficiently, be accountable, provide support and add value to AVS and the FAA s core business undertakings while maintaining a low total cost of ownership of it s assets. Aside from all other aspects of Data Center IT operations, the Enterprise Data Center s (ARB & REG) IT assets and their management are increasingly coming under focus. Specifically the focus addresses: IT cost management challenges and helping to reduce total cost of ownership (TCO) by providing greater visibility for end-to-end IT asset management Providing solutions that enable clients to measure the usage of shared IT resources for resource accounting, charge-back billing, IT cost management, cost reduction, and optimization At the FAA even one hour of downtime can have dramatic effects and cause significant expense. AVS must take steps to ensure information availability so air traffic, flight safety and airport communities have reliable access to critical information, quality services in real time even as demand increases or if components fail. While the EDC s strategic goal is the continuous and reliable access to information its tactical objects leverages the following: Improve service Reduce cost Manage risk As it integrates the management of business and IT assets and aligns them with the business needs. By using industry standard and methodologies: Project Management Institute standards and ITIL it will streamline the development and improvement of services, reduce cost, and manage risk. The result will be a flexible, secure and seamlessly managed EDC IT infrastructure (people, processes, software, servers, storage and networks) which translates to the AVS community in
2 tangible concepts: improved productivity and service delivery and reduced risk while streamlining costs, culminating in information and business resiliency. This EDC initiative rests on implementing a robust [Service Management] approach which provides visibility, control and automation across all stages of the service lifecycle. The EDC will build, run and manage services across both IT and business environments to support rapidly changing business requirements. To realize this effort the EDC requires adequate technology support for managing the processes such as Asset Management, Financial Management, Capacity Management, Change Management, Demand Management to name but a few of the total set which comprise ITIL v3 Methodology. Business Context Located at Mike Monroney Aeronautical Center (MMAC), Airmen Records Building (ARB), The enterprise Data Center (EDC) is a physically secure facility that provides hardware, software, and technical services to support customer applications through an enterprise server infrastructure. The EDC hosts mission critical systems, business critical systems as well as various other systems and provide management services for support, design, development, integration and compatibility of the operating system infrastructure, including hardware, software systems, application servers, web servers and databases. EDC's architecture provides a complete enterprise server infrastructure supporting several functions, such as: Performance monitoring, Availability Monitoring Storage Recovery and Data Management Data Center Support Application Support Application Production Support Pre Production Staging Production and Problem Management of hardware/software security with a professional information technology services team providing an integrated 24x7 available support service. The EDC has initiated a project of implementing Service Management based on the Information Technology Infrastructure Library version 3 (ITIL v3) Methodology. An example of its various modules and processes are: Service Strategy: Service Design: Service Transition: Service Operation: Continual Service Improvement: Service Portfolio Management, Demand Management, IT Financial Management, Suppliers Management, Asset Management Service Catalogue Management, Capacity Management, Information Security Management Change Management, Release Management, Knowledge Management Event Management, Incident Management, Problem Management, Request Fulfillment, Access Management Service Level Management, Measurement & Reporting,Continual Service Improvement
3 Problem Statement The problem of EDC Infrastructure effects the impact of which is a successful solution would include EDC is facing inefficient service delivery driving up management cost: thereby a need for EDC to develop greater IT cost transparency and financial analysis as we allocate resources to our user community in order to understand the true cost of IT This affects the AVS Division and our aircraft, airport and FAA user communities as well as budgeting, accounting and finance. The impact is mission critical systems are not available in a reliable and timely manner to the user communities yielding possible flight delays to the larger customer base. Implementation ITIL Methodology based Service Management in conjunction the proper Service Management tool. The use of a tool will enable the centralization of processes and the automation of core Service Management processes. The raw data collected in the databases can be analyzed, resulting in the identification of 'trends'. Preventative measures can then be implemented again increasing the quality of the IT service provision. Actual cost to the enterprise of an asset can be accurately determined, whereby we can initiate purchase orders, or track cost allocations, based on fulfilled Service Requests Product Description The product is to be an ITIL v3 compliant Service Manager COTS tool. Product Objectives and Requirements In general terms the software tool shall increase efficiency and effectiveness, and provide a wealth of management information leading to the identification of weak areas subject to improvement. The longer-term benefits to be gained are cost savings and increased productivity. The COTS shall brings those elements that enable Service Delivery and Management while optimizing the management of IT assets based on ITIL v3 best practices. EDC seeks a integrated Service Management tool with a central repository database as opposed to disparate tool which means effectively little integration or sharing of data between these tools in use to support specific processes do not support the functional and comprehensive level required by the EDC. Furthermore the data structure and handling cannot be tailored to record attributes and data to support workflows. The Service Management turnkey COTS tool shall support 100% of the mandatory functional requirements specified ITIL v3 Methodology. The vendor and tool must have credibility for the EDC expects post sales support and the vendor ought to be one who is credible has a proven track record in that capacity
4 Functional Requirements The following is a list of EDC functional requirements of the COTS Service Management tool: Supports all ITIL v3 processes No clients (single web application on each web server) Single database (ease of maintenance and administration) Single user interface Highly scalable The tool does not require extensive product customization The tool provides the required interfaces and integrates Systems Management tools federated CMDB: specifically EMC ITOI (formerly SMARTS) Must be adequately flexible to support specified access rights and must be able to determine who is permitted to access what data and for what purpose, e.g. read access to User Community. In addition the functional areas that the COTS tool shall address. Service Asset & Configuration Management Asset Management Management of high value assets: such as servers, storage arrays, software licenses; as well as low value hardware items and spare parts Tracking of the lifecycle status of software licenses and hardware inventory Automated inventory control and asset usage tracking through workflow driven updates Restrictions on the use of assets based on organizationally defined rules Integrate asset management database with configuration management database Linkage of assets to purchasing contracts/agreements Configuration Management Deliver end-to-end automation by linking all IT management tools Provide graphical representation of relationships and dependencies between IT Servivces and Assets Federated Configuration Management Database the federation of resources from various existing databases, without the need to replicate all data
5 Financial Management Budgeting Charging System Record and track financial against assets Transparency over asset usage from end-to-end Service Portfolio Management Support workflow automation Real-time monitoring, notification and report performance against Service Level Agreements Stakeholder notification Dashboard Reporting Service catalog structuring of offerings of IT services reflecting description, cost, and service-level agreement: allowing for standardization of offerings Mobile support Managing and supporting mobile users while maintaining high security standards. Identity and access management Identity and access management (IAM) ensures that the right people have the ability to access the right services. Solving the user account management dilemma is a process that is spread among many owners inside IT. The service desk function
Configuration Management System:
True Knowledge of IT infrastructure Part of the SunView Software White Paper Series: Service Catalog Service Desk Change Management Configuration Management 1 Contents Executive Summary... 1 Challenges
More information5 CMDB GOOD PRACTICES
5 CMDB GOOD PRACTICES - Preparing for Service Asset and Configuration Management Wade Palmer, Director of IT Services ii TABLE OF CONTENTS INTRODUCTION... 1 1. KEY CMDB ELEMENTS... 1 2. IT CHANGE MANAGEMENT
More informationDCIM Software and IT Service Management - Perfect Together DCIM: The Physical Heart of ITSM
1 Overview Information Technology is so fundamental to every business today that every organization needs to establish formal processes to ensure that IT services are continually aligned to the business,
More informationThe Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence
How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver White Paper: BEST PRACTICES The Modern Service Desk: Contents Introduction............................................................................................
More informationHP Service Manager software
HP Service Manager software The HP next generation IT Service Management solution is the industry leading consolidated IT service desk. Brochure HP Service Manager: Setting the standard for IT Service
More informationSolution brief. HP solutions for IT service management. Integration, automation, and the power of self-service IT
Solution brief HP solutions for IT service management Integration, automation, and the power of self-service IT Make IT indispensable to the business. Turn IT staff into efficient, cost-cutting rock stars.
More informationService Catalog: Dramatically Improving the IT/Business Relationship
Service Catalog: Dramatically Improving the IT/Business Relationship An ENTERPRISE MANAGEMENT ASSOCIATES (EMA ) White Paper Prepared for Numara Software February 2009 IT MANAGEMENT RESEARCH, Table of Contents
More informationService Management from Serena Software. Orchestrated. Visibility, Flexibility and Ease of Use through Process-Based IT Service Management
Orchestrated Service Management from Serena Software Visibility, Flexibility and Ease of Use through Process-Based IT Service Management Solution Brief Challenges High TCO as systems are inflexible, expensive
More informationDCIM Software and IT Service Management - Perfect Together
DCIM Software and IT Service Management - Perfect Together A White Paper from Raritan 2014 Raritan Inc Overview Information Technology is so fundamental to every business today that every organization
More informationSummit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits
Summit Platform The Summit Platform provides IT organizations a comprehensive, integrated IT management solution that combines IT service management, IT asset management, availability management, and project
More informationAddress IT costs and streamline operations with IBM service desk and asset management.
Asset management and service desk solutions To support your IT objectives Address IT costs and streamline operations with IBM service desk and asset management. Highlights Help improve the value of IT
More informationSIMPLIFYING AND AUTOMATING MANAGEMENT ACROSS VIRTUALIZED/CLOUD-BASED INFRASTRUCTURES
SIMPLIFYING AND AUTOMATING MANAGEMENT ACROSS VIRTUALIZED/CLOUD-BASED INFRASTRUCTURES EMC IT s strategy for leveraging enterprise management, automation, and orchestration technologies to discover and manage
More informationBRIDGE. the gaps between IT, cloud service providers, and the business. IT service management for the cloud. Business white paper
BRIDGE the gaps between IT, cloud service providers, and the business. IT service management for the cloud Business white paper Executive summary Today, with more and more cloud services materializing,
More informationDATA CENTER INFRASTRUCTURE MANAGEMENT
THE nlyte SOLUTION nlyte Software was founded by data center professionals for data center professionals and is the independent provider of data center infrastructure Management (DCIM) solutions. The nlyte
More informationData Center Solutions
Data Center Solutions New Data Center Challenges Require New Solutions Data Center Architecture. Inside and Out. Data centers are mission-critical facilities. A silo-based approach to designing, deploying
More informationBMC and ITIL: Continuing IT Service Evolution. Why adopting ITIL processes today can save your tomorrow
BMC and ITIL: Continuing IT Service Evolution Why adopting ITIL processes today can save your tomorrow What does it mean to adopt ITIL? Implementing ITIL? Don t. That s outdated thinking. Today s successful
More informationAltiris Asset Management Suite 7.1 from Symantec
Ensuring compliance and maximizing your IT investment Overviewview In IT change is inevitable, but asset management provides a starting point for disciplined, standards-based management that elevates the
More informationSmart Data Center Solutions
Smart Data Center Solutions New Data Center Challenges Require New Solutions Data Center Architecture. Inside and Out. Data centers are mission-critical facilities. A silo-based approach to designing,
More informationHP Service Manager software. The HP next-generation IT Service Management solution is the industry-leading consolidated IT service desk.
software The HP next-generation IT Service solution is the industry-leading consolidated IT service desk. : setting the standard for IT service management solutions with a robust lifecycle approach to
More informationImplementation of ITIL Service Desk Improves Operational Efficiency and Customer Service for Australian Telco
Implementation of ITIL Service Desk Improves Operational Efficiency and Customer Service for Australian Telco A leading Australian telecommunications service provider wanted to implement a consolidated
More informationITIL's IT Service Lifecycle - The Five New Silos of IT
The workable, practical guide to Do IT Yourself Vol. 4.01 January 1, 2008 ITIL's IT Service Lifecycle - The Five New Silos of IT By Rick Lemieux In my last article I spoke about IT s evolution from its
More informationMANDATORY CRITERIA. 1. Does the tool facilitate the creation, modification, fulfillment and closure of Service Request records?
MANDATORY CRITERIA 1. Does the tool facilitate the creation, modification, fulfillment and closure of Service Request records? 2. Does the tool provide a pre-defined list of services which can be requested
More informationEmpowering IT to Optimize Storage Capacity Management
NETAPP WHITE PAPER Empowering IT to Optimize Storage Capacity Management Steve Cohen, Gadi Oren, and George Maheras, NetApp November 2008 WP-7060-1108 TABLE OF CONTENTS 1 EXECUTIVE OVERVIEW...3 2 CAPACITY
More informationW H I T E P A P E R A u t o m a t i n g D a t a c e n t e r M a nagement: Consolidating Physical and Virtualized Infrastructures
W H I T E P A P E R A u t o m a t i n g D a t a c e n t e r M a nagement: Consolidating Physical and Virtualized Infrastructures Sponsored by: HP Stephen Elliot April 2008 IDC OPINION Global Headquarters:
More informationCA Oblicore Guarantee for Managed Service Providers
PRODUCT SHEET CA Oblicore Guarantee for Managed Service Providers CA Oblicore Guarantee for Managed Service Providers Value proposition CA Oblicore Guarantee is designed to automate, activate and accelerate
More informationPaisley Enterprise GRC Audit Profile. Linda Bergs
Paisley Enterprise GRC Audit Profile Linda Bergs Successful Implementation Champion Buy-in Budget Technology Who We Are Paisley is an independent software vendor providing innovative solutions for governance,
More informationAddress IT costs and streamline operations with IBM service request and asset management solutions.
Service management solutions To support your IT objectives Address IT costs and streamline operations with IBM service request and asset management solutions. Highlights Help service desk technicians become
More informationEnterprise ITSM software
Enterprise ITSM software About vfire vfire is an Enterprise level IT Service Management Software tool developed by Alemba. As the successor to VMware s Service Manager product (formerly infraenterprise),
More informationWilhelmenia 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 informationGENERAL PLATFORM CRITERIA. General Platform Criterion Assessment Question
GENERAL PLATFORM CRITERIA SACM-V3-G-001 Comment: Does the tool use ITIL V3 process terms and align to ITIL V3 workflows and process integrations? SACM-V3-G-002 (OGC ISS 5.1.10) Access Controls Does the
More informationMaximo 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 informationagility made possible
SOLUTION BRIEF CA IT Asset Manager how can I manage my asset lifecycle, maximize the value of my IT investments, and get a portfolio view of all my assets? agility made possible helps reduce costs, automate
More informationWhite Paper Case Study: How Collaboration Platforms Support the ITIL Best Practices Standard
White Paper Case Study: How Collaboration Platforms Support the ITIL Best Practices Standard Abstract: This white paper outlines the ITIL industry best practices methodology and discusses the methods in
More informationService Asset & Configuration Management PinkVERIFY
-11-G-001 General Criteria Does the tool use ITIL 2011 Edition process terms and align to ITIL 2011 Edition workflows and process integrations? -11-G-002 Does the tool have security controls in place to
More informationITIL Foundation. 182, Broadway, Newmarket, Auckland English, Entry Level IT Professionals. Language(s): Corporate Short Course
ITIL Foundation Length: Location: Language(s): Audience(s): Level: Vendor: Type: Delivery Method: 5 Days 182, Broadway, Newmarket, Auckland English, Entry Level IT Professionals Beginner ITIL Corporate
More informationEMA CMDB Assessment Service
The Promise of the CMDB The Configuration Management Database (CMDB) provides a common trusted source for all IT data used by the business and promises to improve IT operational efficiency and increase
More informationDynamic Service Desk. Unified IT Management. Solution Overview
I T S E R V I C E + I T A S S E T M A N A G E M E N T INFRASTRUCTURE MANAGEMENT Dynamic Service Desk Unified IT Management Achieving business and IT alignment requires having insight into hardware and
More informationBusiness Service Management Links IT Services to Business Goals
WHITE PAPER: BUSINESS SERVICE MANAGEMENT Business Service Management Links IT Services to Business Goals JANUARY 2008 Sarah Meyer CA SOLUTIONS MARKETING Table of Contents Executive Summary SECTION 1 2
More informationIntelligent Inventory and Professional License Management
Intelligent Inventory and Professional License Management RayVentory is part of RaySuite. Smarter Software and Hardware Inventory Top Benefits Various collection methods Agent-based and agentless inventory
More informationGeneral Platform Criterion Assessment Question
Purpose: [E]nsure that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. (ST 4.3.1)
More informationIT Operations Management. Intelligent. Integrated. Innovative.
IT Operations Management Intelligent. Integrated. Innovative. Who We Are We are Symphony SUMMIT. We offer intelligent, integrated, and innovative solutions for managing IT operations. Our mantra is to
More informationEMA Service Catalog Assessment Service
MORE INFORMATION: To learn more about the EMA Service Catalog, please contact the EMA Business Development team at +1.303.543.9500 or enterpriseit@enterprisemanagement.com The IT Service Catalog Aligning
More informationCONDIS. IT Service Management and CMDB
CONDIS IT Service and CMDB 2/17 Table of contents 1. Executive Summary... 3 2. ITIL Overview... 4 2.1 How CONDIS supports ITIL processes... 5 2.1.1 Incident... 5 2.1.2 Problem... 5 2.1.3 Configuration...
More informationCross-Domain Service Management vs. Traditional IT Service Management for Service Providers
Position Paper Cross-Domain vs. Traditional IT for Providers Joseph Bondi Copyright-2013 All rights reserved. Ni², Ni² logo, other vendors or their logos are trademarks of Network Infrastructure Inventory
More informationITSM 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 informationSAP IT Infrastructure Management. Dirk Smit ALM Engagement Manager SAP Africa dirk.smit@sap.com
SAP IT Infrastructure Management Dirk Smit ALM Engagement Manager SAP Africa dirk.smit@sap.com Challenges in managing heterogeneous IT environments Determine the value that IT contributes to the business
More informationIncrease business agility and accelerate PLM return on investment
Increase business agility and accelerate PLM return on investment White Paper Reducing risk and speeding time-to-value with a preconfigured IT infrastructure for PLM As product lifecycle management (PLM)
More informationPOINT OF VIEW. The Critical Role of Networking in Enterprise Resource Planning. Introduction
The Critical Role of Networking in Enterprise Resource Planning Introduction Achieving and maintaining competitive advantage is the raison d etre for every business around the world. Doing so requires
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 informationSIMATIC IT Production Suite Answers for industry.
Driving Manufacturing Performance SIMATIC IT Production Suite Answers for industry. SIMATIC IT at the intersection of value creation processes With SIMATIC IT, Siemens is broadening the scope of MES. Plant
More informationCA Service Accounting
SOLUTION BRIEF: CA SERVICE ACCOUNTING CA Service Accounting CA Service Accounting is an IT financial management system that provides you with the financial transparency and analysis needed to effectively
More informationSOLUTION WHITE PAPER. BMC Manages the Full Service Stack on Secure Multi-tenant Architecture
SOLUTION WHITE PAPER BMC Manages the Full Service Stack on Secure Multi-tenant Architecture Table of Contents Introduction................................................... 1 Secure Multi-tenancy Architecture...................................
More informationOptimizing the Data Center for Today s Federal Government
WHITE PAPER: OPTIMIZING THE DATA CENTER FOR TODAY S FEDERAL......... GOVERNMENT............................... Optimizing the Data Center for Today s Federal Government Who should read this paper CIOs,
More informationCloud Services Catalog with Epsilon
Cloud Services Catalog with Epsilon Modern IT enterprises face several challenges while building a service catalog for their data center. Provisioning with a cloud management platform solves some of these
More informationperformance indicators (KPIs) are calculated based on process data, and displayed in easy-to-use management views.
DATA SHEET iet ITSM IT Service Management through ITIL To keep a business running as smoothly as possible, IT must operate by defined processes and must align itself with business needs. There are guidelines,
More informationBest Practice ITIL (Information Technology Infrastructure Library)
Best Practice ITIL (Information Technology Infrastructure Library) To achieve G H Bank s overall objectives, the Information Technology Group must provide excellent cutting-edge IT services to all stakeholders
More informationGDCMTM. Global DataCenter Management. nlytetm. nlyte the next generation datacenter management system
GDCMTM Global DataCenter Management nlytetm nlyte the next generation datacenter management system 3 of 6 nlyte provides certainty through the control and flexibility to align mission critical IT facilities
More informationSimplify and Automate IT
Simplify and Automate IT The current state of IT INCIDENT SERVICE LEVEL DATA SERVICE REQUEST ASSET RELEASE CONFIGURATION GOVERNANCE AND COMPLIANCE EVENT AND IMPACT ENTERPRISE SCHEDULING DASHBOARDS CAPACITY
More informationAbout Injazat Data Systems
About Injazat Data Systems Injazat Data Systems is an industry-recognized market leader in the region for secure and business-aligned IT services. Injazat serves a diverse variety of industry sectors,
More informationShmeisani: Al-Hussary Street Anshasi Sq P.O. Box 940314 Amman 11194 Jordan Telephone: +962-65007335
itil.org Service Management Essentials ITIL V3 Study Guide v1.0.0 Shmeisani: Al-Hussary Street Anshasi Sq P.O. Box 940314 Amman 11194 Jordan Telephone: +962-65007335 Fax: +962-65007300 Email: info@saadehgroup.com
More informationExtend the value of your service desk and integrate ITIL processes with IBM Tivoli Change and Configuration Management Database.
IBM Service Management solutions and the service desk White paper Extend the value of your service desk and integrate ITIL processes with IBM Tivoli Change and Configuration Management Database. December
More informationITIL V3 differences from V2
ITIL V3 differences from V2 Stuart Rance FISM, CISSP 2006 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice Agenda Overall differences Brief
More informationUnleash Competitive Advantage through Software Lifecycle Integration
Unleash Competitive Advantage through Software Lifecycle Integration In partnership with Introduction Software has become a key competitive differentiator in nearly every industry. This is why many companies
More informationCreating and Maturing a Service Catalog
Creating and Maturing a Service Catalog By Wendy Kuhn and Pam Erskine Third Sky, Inc. Introduction Developing a service catalog can seem like a simple marketing and communications activity or a daunting
More informationIBM Tivoli Service Request Manager
Deliver high-quality services while helping to control cost IBM Tivoli Service Request Manager Highlights Streamline incident and problem management processes for more rapid service restoration at an appropriate
More informationIBM Maximo for Service Providers:
IBM Maximo for Service Providers: Internal and Shared Service Providers Angela C. Pitts Market Management for Service Providers apitts@us.ibm.com 2005 IBM Corporation Agenda Overview of Internal Service
More informationHow To Compare Itil To Togaf
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 informationDATA CENTER INFRASTRUCTURE MANAGEMENT
The nlyte Solution nlyte Software is a leading provider of data center infrastructure management (DCIM) solutions. We offer the most complete, performance-based solution for DCIM, combining next generation
More informationWhat are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?
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
More informationHow Can I Better Manage My Software Assets And Mitigate The Risk Of Compliance Audits?
SOLUTION BRIEF CA SERVICE MANAGEMENT - SOFTWARE ASSET MANAGEMENT How Can I Better Manage My Software Assets And Mitigate The Risk Of Compliance Audits? SOLUTION BRIEF CA DATABASE MANAGEMENT FOR DB2 FOR
More informationThis volume is related to the topics of IT Governance and IT Portfolio Management.
ITIL Key Principles and Models This unit is aiming to help the candidate to comprehend and account for the key principles and models of Service Management and to balance some of the opposing forces within
More informationGain a competitive advantage.
Fully Integrated, End-to-End Business Management Provide a higher level of customer service. Improve internal business process. Improve bottom line. Gain a competitive advantage. End-to-End Business management
More informationOracle s Primavera P6 Enterprise Project Portfolio Management
Oracle s Primavera P6 Enterprise Project Portfolio Management Oracle s Primavera P6 Enterprise Project Portfolio Management is the most powerful, robust and easy-to-use solution for prioritizing, planning,
More information& USER T ECH.C W WW. SERVICE
BUSINESS SERVICE & END USER EXPERIENCE MONITORING A UGUST 2, 2 010 A NTONIO ROLL LE V P OF PROFESSIONAL SEE RVICES W WW. GENERA TIONE T ECH.C OM W WW. RESOLV E -SYSTT EMS.CO M BUSINESS SERVICE & END USER
More informationPractical Approaches to Achieving Sustainable IT Governance
Practical Approaches to Achieving Sustainable IT Governance Beyond Mandates: Getting to Sustainable IT Governance Best Practices Agenda IT Governance Definition IT Governance Principles IT Governance Decisions
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 informationPeregrine. AssetCenter. Product Documentation. Asset Tracking solution. Part No. DAC-441-EN38
Peregrine AssetCenter Product Documentation Asset Tracking solution Part No. DAC-441-EN38 AssetCenter Copyright 2005 Peregrine Systems, Inc. All Rights Reserved. Information contained in this document
More informationProven deployments across different Industry verticals; Being used by leading brands
What is SapphireIMS? Comprehensive IT Service Management Suite consisting of IT Service desk certified as per ITIL 3.0 (ITSM) IT Asset management (ITAM) Business Service Monitoring (BSM) IT Automation
More informationIntroduction. 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 informationSimplify and Automate IT
Simplify and Automate IT Expectations have never been higher Reduce IT Costs 30% increase in staff efficiency Reduce support costs by 25% Improve Quality of Service Reduce downtime by 75% 70% faster MTTR
More informationSkelta BPM and High Availability
Skelta BPM and High Availability Introduction Companies are now adopting cloud for hosting their business process management (BPM) tools. BPM on cloud can help control costs, optimize business processes
More informationUse product solutions from IBM Tivoli software to align with the best practices of the Information Technology Infrastructure Library (ITIL).
ITIL-aligned solutions White paper Use product solutions from IBM Tivoli software to align with the best practices of the Information Technology Infrastructure Library (ITIL). January 2005 2 Contents 2
More informationProject, Program & Portfolio Management Help Leading Firms Deliver Value
in collaboration with Project, Program & Portfolio Help Leading Firms Deliver Value Managing Effectively & Efficiently Through an Enterprise PMO Program & Portfolio : Aligning IT Capabilities with Business
More informationCisco Process Orchestrator Adapter for Cisco UCS Manager: Automate Enterprise IT Workflows
Solution Overview Cisco Process Orchestrator Adapter for Cisco UCS Manager: Automate Enterprise IT Workflows Cisco Unified Computing System and Cisco UCS Manager The Cisco Unified Computing System (UCS)
More informationAccenture Cloud Enterprise Services
BMC User Forum 2011 Accenture Cloud Enterprise Services Martin Jureit, Accenture GmbH Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Agenda Accenture Cloud Enterprise
More informationRelease & Deployment Management
1. Does the tool facilitate the management of the full lifecycle of Release and Deployment Management? For example, planning, building, testing, quality assurance, scheduling and deployment? Comments:
More informationCA Service Catalog r12
PRODUCT BRIEF: CA SERVICE CATALOG CA Service Catalog r12 CA SERVICE CATALOG PROVIDES A CENTRALIZED LOCATION OF AVAILABLE SERVICES THAT DESCRIBES THESE SERVICES IN BUSINESS TERMS. IT OFFERS A SELF-SERVICE
More informationVALUE PROPOSITION FOR SERVICE PROVIDERS. Helping Service Providers accelerate adoption of the cloud
VALUE PROPOSITION FOR SERVICE PROVIDERS Helping Service Providers accelerate adoption of the cloud Partnership with Service Providers Enabling Your Cloud Services in Complex Environments Today s challenge
More informationIT Service Management with System Center Service Manager
Course 10965B: IT Service Management with System Center Service Manager Course Details Course Outline Module 1: Service Management Overview Effective IT Service Management includes process driven methodologies
More informationIndustry Solutions Process Manufacturing Flexible and Agile Engineering Document Control for Efficient, Safe and Compliant Plants
Industry Solutions Process Manufacturing Flexible and Agile Engineering Document Control for Efficient, Safe and Compliant Plants Industry Solutions Key Challenges Facing Process Manufacturing High energy
More informationCA Service Management Solutions
CA Service Management Solutions CA Technologies Reference Code: IT017 004068 Publication Date: 09 Jan 2013 Author: Adam Holtby SUMMARY Catalyst IT functions are subject not only to the enterprise wide
More informationITIL V3 Application Support Volume 1
ITIL V3 Application Support Volume 1 Service Management For Application Support ITIL is a Registered Trade Mark and Community Trademark of the Office of Government and Commerce. This document may contain
More informationWhite 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 informationExecutive Summary WHO SHOULD READ THIS PAPER?
The Business Value of Business Intelligence in SharePoint 2010 Executive Summary SharePoint 2010 is The Business Collaboration Platform for the Enterprise & the Web that enables you to connect & empower
More informationWhite Paper Modern HR Case Management
White Paper Modern HR Case Management How IT Can Step Up to Better Support HR Service Delivery White Paper Modern HR Case Management IT can help transform HR service provisioning and management capabilities
More informationIT Enterprise Services
IT Enterprise Services Capita Private Cloud Agile Infrastructure-as-a-Service (IaaS) Cloud potential unleashed Cloud computing at its best Cloud is now an integral part of every IT strategy. It reduces
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 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 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 informationCisco Business Intelligence Appliance for SAP
Cisco Business Intelligence Appliance for SAP SAP BusinessObjects Explorer Accelerated on Cisco Unified Computing System Leveraging the Power of In-Memory Analytics Information is everywhere. But finding
More information