The Art of Service | The IT Management Guide

Model Driven Architecture – order out of chaos?

Melissa — Sun, 19 May 2013 00:00:34 +0000

To say that most software design is “chaotic” is of course mostly meant as a joke here, but for those that have direct experience, well, they know just how many variables are involved in such an endeavor. At its heart, MDA (or Model Driven Architecture) is a system of guidelines which seek to greatly simplify [...]

How Cloud Computing is revolutionizing the way information is being broadcasted

Melissa — Sat, 18 May 2013 00:00:37 +0000

With the advent of the internet we saw information being spread around much faster in more unexpected ways than virtually anyone could have imagined in their wildest dreams. Not too long ago, before cloud computing became a legitimate technology, distributing information over the internet was still a rather involved procedure and might have entailed a [...]

Data Mining and Healthcare

Melissa — Fri, 17 May 2013 00:00:11 +0000

When you look at the potentially positive effects of data mining in a specific area like healthcare it’s hard not to draw certain comparisons elsewhere. One could argue that mining medical records is sort of reminiscent of time travel; in a movie where the hero is in possession of a book with a detailed list [...]

Availability Monitoring : SERVICE DESIGN 145 Roles and Responsibilities Availability Manager Responsibilities ?….

poster — Thu, 16 May 2013 18:34:33 +0000

Availability Monitoring : SERVICE DESIGN 145 Roles and Responsibilities Availability Manager Responsibilities ?…. • • SERVICE DESIGN 145 Roles and Responsibilities Availability Manager • Responsibilities: ?? Ensure adequate availability of all IT services ?? Developing and maintaining an availability plan ?? Oversee availability monitoring and improvement of the process ?? Report provision and advice Skills: [...]

Basic Concepts Of ITIL : 4 Basic concepts of ITIL PAGEREF _Toc28102931 h 7 HYPERLINK….

poster — Thu, 16 May 2013 18:34:32 +0000

Basic Concepts Of ITIL : 4 Basic concepts of ITIL PAGEREF _Toc28102931 h 7 HYPERLINK…. Table of Contents TOC \o “1-3″ \h \z HYPERLINK \l “_Toc28102924″ 1 Table of Contents PAGEREF _Toc28102924 \h 2 HYPERLINK \l “_Toc28102925″ 2 Start Here. PAGEREF _Toc28102925 \h 4 HYPERLINK \l “_Toc28102926″ 3 Foundation Certificate in IT Service Management PAGEREF [...]

Benchmarking Tools : com 1 SekChek Classic comprises a set of automated computer….

poster — Thu, 16 May 2013 18:34:30 +0000

Benchmarking Tools : com 1 SekChek Classic comprises a set of automated computer…. SekChek Classic 70 SekChek Classic SekChek Developer(s) Stable release SekChek IPS V5.0.5 / 6 January 2011 Operating system Windows, OS/400, UNIX, Netware Size Type License Website 10.0MB Computer Security and Audit Proprietary SekChek.com [1] SekChek Classic comprises a set of automated computer [...]

Availability Manager roles and responsibilities are defined and scoped 12

poster — Thu, 16 May 2013 18:34:28 +0000

Availability Manager roles and responsibilities are defined and scoped 12 1. The RACI model is used to define the roles and responsibilities for Service Design 2. Functional roles are analyzed from the RACI matrix 3. Activities are analyzed from the RACI matrix 4. Skills and attributes are analyzed from the RACI matrix 5. Process owner [...]

Availability Manager : Availability Manager An Availability Manager has responsibility for ensuring that….

poster — Thu, 16 May 2013 18:34:25 +0000

Availability Manager : Availability Manager An Availability Manager has responsibility for ensuring that…. Availability Manager An Availability Manager has responsibility for ensuring that the aims of Availability Management are met. This includes responsibilities such as: Ensuring that all existing services deliver the levels of availability agreed with the business in SLAs Ensuring that all new [...]

Availability Monitoring : 5 Roles and Responsibilities Availability Manager Responsibilities Ensure adequate availability….

poster — Thu, 16 May 2013 18:34:23 +0000

Availability Monitoring : 5 Roles and Responsibilities Availability Manager Responsibilities Ensure adequate availability…. Figure 5.M – The Expanded Incident Lifecycle © Crown Copyright 2007 Reproduced under license from OGC Mean time between Failures (MTBF) or uptime: • Average time between the recovery from one incident and the occurrence of the next incident, relates to the [...]

Availability Manager : Document Control Author Prepared by < name and or department….

poster — Thu, 16 May 2013 18:34:22 +0000

Availability Manager : Document Control Author Prepared by < name and or department…. Document Control Author Prepared by Document Source This document is located on the LAN under the path: < > Document Approval This document has been approved for use by the following: , Services Manager , Service Delivery Manager , Availability Manager , [...]

Benefits Of Problem Management : gif MERGEFORMATINET From the following list which can be considered….

poster — Thu, 16 May 2013 18:34:20 +0000

Benefits Of Problem Management : gif MERGEFORMATINET From the following list which can be considered…. 7 Marks: 1/1 INCLUDEPICTURE “http://www.management-survival.com/elearning/pix/spacer.gif” \* MERGEFORMATINET From the following list which can be considered as benefits of Problem Management???1. Reduced incident volume.?2. Permanent solutions?3. Higher first time fix at the Service Desk Answer: HTMLCONTROL Forms.HTML:Option.1 a. 1 only. [...]

Benefits Of Incident Management : Note Refer also to the Communication Plan document available within….

poster — Thu, 16 May 2013 18:34:18 +0000

Benefits Of Incident Management : Note Refer also to the Communication Plan document available within…. Less obvious links include Financial Management for IT Services (to establish Return on Investment (ROI) on incidents and the cost per call) and IT Service Continuity Management (to the level of Help Desk support during a contingency situation). Develop a [...]

Appoint an Availability Manager

poster — Thu, 16 May 2013 18:34:17 +0000

Appoint an Availability Manager Maintainability Serviceability Resilience This is one of the most interesting aspects. It can be very difficult to get everyone to agree to a definition, and it can be very difficult to establish the correct understanding of the definition. However, get this right, and the rest of the process is made easier. [...]

Availability Manager : SERVICE DESIGN 145 Roles and Responsibilities Availability Manager Responsibilities ?….

poster — Thu, 16 May 2013 18:34:15 +0000

Availability Manager : SERVICE DESIGN 145 Roles and Responsibilities Availability Manager Responsibilities ?…. • • SERVICE DESIGN 145 Roles and Responsibilities Availability Manager • Responsibilities: ?? Ensure adequate availability of all IT services ?? Developing and maintaining an availability plan ?? Oversee availability monitoring and improvement of the process ?? Report provision and advice Skills: [...]

Availability Manager : Author Prepared by < name and or department > Document….

poster — Thu, 16 May 2013 18:34:14 +0000

Availability Manager : Author Prepared by < name and or department > Document…. Author Prepared by Document Source This document is located on the LAN under the path: Document Approval This document has been approved for use by the following: , Services Manager , Service Delivery Manager , National IT Help Desk Manager first name, [...]

Availability Manager : Service Strategy Demand Capacity Manager Financial Manager Product Manager Service….

poster — Thu, 16 May 2013 18:34:13 +0000

Availability Manager : Service Strategy Demand Capacity Manager Financial Manager Product Manager Service…. Step 2 Within each Lifecycle phase, you can also find a job description or performance review template for many of the process owners. These can be used by the organization when assessing current staff or when considering the suitability of potential new [...]

Benefits Of It Service Management : 2 Business and IT Alignment A central concept to keep….

poster — Thu, 16 May 2013 18:34:09 +0000

Benefits Of It Service Management : 2 Business and IT Alignment A central concept to keep…. While the benefits of applying IT Service Management practices vary depending on the organization’s needs, some typical benefits include: •• •• •• •• •• •• •• Improved quality service provision Cost justifiable service quality Services that meet business, customer, [...]

Benefits Of Problem Management : Refer also to the Communication Plan document for ideas on….

poster — Thu, 16 May 2013 18:34:08 +0000

Benefits Of Problem Management : Refer also to the Communication Plan document for ideas on…. The Problem Management process is a proactive one requiring input from other process areas. Obvious links include Configuration Management (to verify configuration information and trends against configuration items) and Change Management (to check status of approved change progress that has [...]

Availability Monitoring : To enable this typical technology components utilized include Computerized help….

poster — Thu, 16 May 2013 18:34:06 +0000

Availability Monitoring : To enable this typical technology components utilized include Computerized help…. 66 Copyright The Art of Service I Brisbane, Australia I Email: service@theartofservice.com Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 Skills Due to the role played by the Help Desk, staff members need to have (or have the [...]

Benefits Of Service Level Management : 5 Management Intent Y N Has the purpose and benefits….

poster — Thu, 16 May 2013 18:34:05 +0000

Benefits Of Service Level Management : 5 Management Intent Y N Has the purpose and benefits…. Minimum score to achieve this level: ‘Y’ for all mandatory (‘M’) questions + 1 other answer ‘Y’ Level 1.5 Management Intent Y N Has the purpose and benefits of service level management been disseminated within the organization? M Has [...]