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BH0-009 exam Dumps Source : ITSM Foundation Certificate in Problem and Incident Management
Test Code : BH0-009
Test Name : ITSM Foundation Certificate in Problem and Incident Management
Vendor Name : ISEB
Q&A : 73 Real Questions
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ISEB ITSM Foundation Certificate in
The IT Infrastructure Library (ITIL) is a library of volumes describing a framework of surest practices for supplying IT features. ITIL has undergone a few revisions in its history and currently includes 5 books, every overlaying a considerable number of techniques and stages of the IT carrier lifecycle. ITIL’s systematic approach to IT carrier administration can help businesses manage possibility, enhance consumer relations, establish most economical practices, and build a good IT environment that allows for for growth, scale and alter.
Developed by the British executive's crucial computer and Telecommunications agency (CCTA) all through the Eighties, the ITIL first consisted of greater than 30 books, developed and launched over time, that codified surest practices in tips technology accumulated from many sources (together with providers' optimal practices) everywhere. IBM, as an example, says that its four-extent collection on programs-administration ideas, A administration equipment for information programs, established because the Yellow Books, provided a must-have enter into the common ITIL books.
In April 2001, CCTA, along with a number of other companies, were rolled into the workplace of executive Commerce (OGC), which is now widely used as the cupboard workplace. The OGC adopted the task as part of its mission to work with the U.ok. public sector as a catalyst to obtain effectivity, value for funds in industrial actions, and more advantageous success within the delivery of courses and tasks.
The goal wasn't to create a proprietary product that may be commercialized; fairly, it became to collect most advantageous practices that may support with what the executive recognized changed into an increasing dependence inside the executive on IT combined with a painful lack of common techniques that were increasing expenses and enabling errors to perpetuate. It at once became apparent that distributing these most efficient practices would income both public and personal-sector groups.
over the years, ITIL's credibility and utility grew to become recognized, and in 2005 its practices contributed to and aligned with the ISO/IEC 20000 service administration ordinary, the first international ordinary for IT provider management; it's in accordance with British normal BS15000.
for the reason that 2013, ITIL is owned through Axelos — a joint venture between the cabinet workplace and Capita. Axelos gives businesses the license to use the ITIL framework, while managing updates and process adjustments. although, to make use of ITIL internally, businesses don't have a license. ITIL v3 turned into launched in 2011, below the cabinet workplace, bringing updates to the 2007 version posted under OGC.
In 2018, Axelos introduced ITIL 4 – an important overhaul to the whole framework and the greatest change since ITIL v3 was posted in 2007. ITIL 4, which all started rolling out in Q1 of 2019, offers a extra agile, bendy and customizable version of ITIL it's updated for up to date agencies. The latest edition encourages less siloes, more collaboration, communication throughout the entire business and integrating agile and DevOps into ITSM thoughts.
What's within the ITIL?
The ITIL has passed through several revisions in its historical past. The fashioned 30 books of the ITIL have been first condensed in 2000 (when ITIL V2 changed into launched) to seven books, every wrapped round an aspect of IT management. Later, the ITIL Refresh task in 2007 consolidated the ITIL to five volumes which include 26 system and features – here is observed as the ITIL 2007 version. In 2011, one more update — dubbed ITIL 2011 — become published under the cabinet office. The 5 volumes remained, and ITIL 2007 and ITIL 2011 remained an identical.
ITIL 4, which changed into launched in 2019, keeps the identical focal point on automating strategies, improving provider administration and integrating the IT branch into the business. youngsters, it additionally updates the framework to accommodate and reply to up to date know-how, tools and application. seeing that ITIL’s closing replace, the IT department has grown to develop into vital to each enterprise and the brand new framework incorporates this through being greater agile, flexible and collaborative.
ITIL four includes 9 guiding principles that had been adopted from the most contemporary ITIL Practitioner exam, which covers organizational trade management, conversation and dimension and metrics. These concepts include:
focus on value
Design for experience
start the place you are
have a look at without delay
preserve it essential
The most up-to-date version of ITIL makes a speciality of company subculture and integrating IT into the ordinary business constitution. It encourages collaboration between IT and other departments, primarily as other company instruments increasingly depend on know-how to get work accomplished. ITIL four also emphasizes consumer comments, considering the fact that it’s easier than ever for businesses to understand their public belief, client satisfaction and dissatisfaction.
For more tips on the merits of the latest edition of ITIL, see “ITIL four: ITSM receives agile.”
How do I put ITIL into practice?
ITIL is a set of e-books, but purely happening a studying binge may not enhance your IT operations. First, you must wrap your mind across the ideas after which get team of workers buy-in. Getting some IT personnel to adopt new tactics may also be like herding cats, but there are tools that may assist.
along with the ITIL comes an entire suite of consulting, practising and certification capabilities. From the early Nineteen Nineties, certifications were administered by means of two unbiased our bodies: EXIN and ISEB, reckoning on your region. the two bodies formed an alliance on the end of 2006 to extra IT service management.
given that 2014, Axelos is the owner of the ITIL personnel certification and tests are administered by way of approved training groups (ATOs). Accreditations are administered with the aid of Strategic Examination Institutes (EIs). EIs should be authorized at once by way of Axelos with the intention to offer accreditation to ATOs.
earlier than enforcing ITIL at your agencies, there are a couple of questions you should answer, equivalent to what problems your firm is attempting to solve and what is your path to continual carrier growth.
For a deeper look at inserting ITIL into follow, see "7 questions to ask earlier than implementing ITIL" and "how to get all started with ITIL."
what is ITIL certification and is it worth it?
The ITIL v3 certification scheme up to now consisted of five levels: basis, Practitioner, Intermediate, expert and master. every level required a far better depth of knowledge and realizing of ITIL. The certification scheme under ITIL 4 has been streamlined to encompass the ITIL basis and the ITIL master tests. The ITIL foundation exam has two paths, ITIL Managing professional (MP) or ITIL Strategic leader (SL), which every have their own modules and tests.
The ITIL Managing skilled (MP) exam is designed for IT practitioners who are involved with know-how and digital teams during the company, not just within the IT department. This direction will train authorities every little thing they should find out about running successful IT tasks, groups and workflows.
Modules consist of:
ITIL expert – Create, deliver and guide
ITIL specialist – force Stakeholder cost
ITIL professional – excessive pace IT
ITIL Strategist – Direct, Plan & increase
The ITIL Strategic leader (SL) exam is designed for those who contend with “all digitally enabled services,” and never simply people that fall beneath IT operations. This route focuses on how expertise directs business approach and the way IT plays into that.
ITIL Strategist – Direct, Plan & improve
ITIL leader – Digital & IT strategy
both paths can cause the ITIL grasp examination, which is the optimum stage of certification you can obtain with ITIL 4.
For those already in the core of working towards a ITIL v3 certifications, credits will switch over to the new certifications. Axelos recommends that all ITIL certification candidates proceed the direction towards ITIL master.
For in-depth evaluation of ITIL certification, see "What ITIL certifications mean to your IT administration practices."
How can ITIL enhance my business's company performance?
A well-run IT organization that manages possibility and keeps the infrastructure humming not handiest saves funds, however it additionally makes it possible for the business individuals to do their jobs more conveniently. for instance, brokerage company Pershing decreased its incident response time by 50 p.c within the first year after restructuring its provider desk in line with ITIL instructions, enabling users with problems to get lower back to work a whole lot extra promptly.
ITIL provides a systematic and professional strategy to the administration of IT carrier provision, and offers here merits:
reduced IT costs
greater IT services by using confirmed choicest follow tactics
improved client satisfaction through a more skilled approach to service delivery
requisites and information
greater use of abilities and journey
greater delivery of third-birthday celebration functions in the course of the specification of ITIL or BS15000 because the usual for service start in services procurements
in keeping with Axelos, ITIL can also assist groups enrich features by way of:
assisting companies manipulate possibility, disruption and failure
strengthening client family members through “delivering productive capabilities that meet their wants”
setting up economical practices
building a reliable atmosphere that still enables for boom, scale and change.
For a deeper examine the way to get probably the most from ITIL, see "5 steps to successful ITIL adoption."
what's going to ITIL charge?
Getting started comprises the purchase of the ITIL either as hardcopy, PDF, ePub or via a web subscription without delay from Axelos. Then there may be the cost of coaching, which fluctuates every year. The route leading to the preliminary basis certificates customarily runs for 2 days, and lessons resulting in better certifications will also be per week or greater.
Add to that the inevitable can charge of re-engineering some approaches to agree to ITIL guidelines, and adjustment of aid desk or other application to catch the information you need for monitoring and producing metrics.
there is, by the way, no such factor as "ITIL-compliant" software; the ITIL is a framework, now not a common. Some aid desk and management software has been engineered with ITIL practices in intellect, although, and so will lend themselves superior to groups working inside the framework.
Examples of utility and functions designed with ITIL and ITSM in intellect consist of:
Samange: presents carrier desk automation with the ITIL framework in intellect
InvGate provider Desk: a web-based mostly ITIL-capable service that boasts a person-pleasant interface
ManageEngine ServiceDesk Plus: web-based assist desk and asset management utility that is available in an ITIL version
vision Helpdesk: A multifunction carrier desk solution with ITIL integration
How long will an ITIL venture take?
ITIL isn't a "project"; it's an ongoing adventure to enrich IT provider administration. most suitable practices must be baked into every little thing, and that they should evolve because the business evolves. With IT team of workers buy-in, adjustments can begin once team of workers are proficient, and some outcomes may still be apparent inside weeks or months. technique adjustments do take time, although, as entrenched bad practices are rooted out and modified (and, doubtlessly, workforce adjustments occur), but many companies have said great rate reductions after their first 12 months.
To get a higher thought of what it is going to take to adopt and enforce ITIL, which you could browse through case studies on the Axelos web site. fresh case reviews include corporations like Sony and Disney — two groups with big IT operations to control.
What discounts am i able to predict?
establishments and public sector businesses that have efficiently implemented ITIL ideal practices file massive discounts.
as an instance, in its benefits of ITIL paper, red Elephant reports that Procter and Gamble saved about $500 million over 4 years with the aid of decreasing aid desk calls and enhancing operating methods. Nationwide assurance executed a 40 percent reduction in gadget outages and estimates a $4.three million ROI over three years, and Capital One reduced its "business important" incidents via 92 percent over two years. After three years of ITIL implementation, wooded area items enterprise MeadWestvaco claimed to have eradicated more than $100,000 yearly in IT upkeep contracts and diagnosed a 10 p.c gain in operational balance due to ITIL.
with out purchase-in and cooperation from IT personnel, youngsters, any implementation is sure to fail. Bringing finest practices into a company is as a good deal a PR job because it is a technical recreation.
other criticisms consist of the incontrovertible fact that it’s not possible to devise for each failure, adventure or incident so it’s not an exact science. actually, you won’t be aware of the exact ROI on ITIL unless you enforce it within your company and use it readily. ultimately, due to the fact that ITIL is a framework, it might best be as a hit as company buy-in allows. Embracing certifications, training and investing within the shift will support raise the chances of success and reductions.
what is an ISEB supervisor's certificate in IT carrier administration? and might you inform me what ITIL is? These each had been requested in a contemporary job description.For advice in regards to the ISEB manager's certificates in IT carrier administration, please see this web web page. you'll also are looking to read the instructions at this web page.
as far as i will tell, here is a professional development effort that mixes training and tests to develop already-certified managers -- who ought to first acquire an ISEB/EXIN basis certificates in IT carrier administration (or the ISEB network carrier management certificate, which gives exemption) -- into more senior certifications within the selected areas of service assist or service birth.
as far as ITIL goes, that refers back to the IT Infrastructure Library, a largely European method to managing IT features, supported via British usual 15000 (BS15000). See this internet web page for more counsel.
It sounds such as you're for the reason that employment somewhere within the European Union, if now not within the UK. respectable luck and hope that helps!
From March 2005 e-checking out, probably the most UK’s main unbiased software trying out consultancy establishments will now carry the ISEB basis and Practitioner utility checking out Certification lessons in India.
“there is a turning out to be interest in British accepted practising programmes in India. And what we should offer is a particularly beautiful, universally recognized ISEB utility checking out qualification - now a twin certification with the ISTQB accreditation,” says David Rai, revenue and advertising and marketing director, e-checking out.
Rai knows groups’ growing recognition of the inherent hazards attached to relocating work offshore and the need to handle carrier issues is neatly documented. He believes that an offshore ISEB licensed trying out group offers valued clientele the reassurance that work might be produced to the mandatory standard.
“ISEB certification potential businesses stand a better possibility of positioning their productsand capabilities within the international market and the British normal is definitely held in high regard within the European market,” introduced Rai.
e-testing is the primary UK certified working towards provider, authorized by the British computer business (BCS), to bring the three-day ISEB groundwork and ten-day Practitioner software checking out Certification lessons in India.
And after three years of operating the main utility checking out groundwork path within the UK and Europe, e-trying out’s track record to this point shows a ninety five% circulate cost.
The three-day path could be delivered in a variety of locations across India and performed through ISEB certified trainers. areas include: Mumbai, New Delhi, Pune, Chennai and Bangalore.
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ITSM Foundation Certificate in Problem and Incident Management
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NASHIK, India, Jan. 31, 2019 /PRNewswire-PRWeb/ -- Vision Helpdesk V5 version has received 6 process PinkVERIFY™ 2011 certification by Pink Elephant. The certification confirms Vision Helpdesk as ITIL® compatible by certified by Pink Elephant, a premier global training, consulting and conference service provider.
PinkVERIFY™ is a service that evaluates IT service management (ITSM) tool sets for ITIL compatibility. For a tool to be certified in a certain process, an ITSM vendor must go through a rigorous assessment process meeting 100 percent of the general, core and integration suitability requirements. Vision Helpdesk has cleared the assessment with a Pink Elephant consultant thus confirming its alignment with ITIL best practices.
Vision Helpdesk is a simplified Customer Service Software. The company offers three customer service tools to manage customer service for Small, Medium & Enterprise level businesses.
1) Help Desk Software
Help Desk Software enables customer support staff to receive, process, and respond to incident or service requests.It's a Multi channel ticket management software that allows you to centralise all your customer conversations via E-mail, Web portal, Twitter, Facebook, Phone and Chat.
2) Satellite / Multi Company Help Desk
Satellite Help Desk Software allows you to manage customer support or IT service desk functionality for multiple companies, brands or products at one place. It also maintains complete isolation among companies data, staff and end users.
3) Service Desk Software (ITIL/ ITSM PINKVerify Certified)
Vision Helpdesk's Service Desk software follows the discipline of IT service management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL).
The Service Desk offers features like CMDB, Asset Management, Incident Management, Problem Management, Change Management, Release Management, Knowledgeable Management, Service Catalog, Task Management, Vendor Management, Financial Management and more.
The company was established in 2007 and has evolved from small ticketing tool to a feature rich enterprise product. The company caters customer service solutions to all size businesses and is trusted by 15000+ companies across the globe.
Below is the list of processes that Vision Helpdesk is certified for -
1) Incident Management2) Problem Management3) Change Management4) Asset Management5) Release Management6) Service Catalog / Service Request Management
The company has also stated that they are looking forward to get remaining modules certified with PinkVERIFY certification by the end of this year.
For more details please refer https://www.visionhelpdesk.com/pinkverify-certified
SOURCE Vision Helpdesk
Adelle McIlroy, GTSI Corp.
IT Reseller Takeaway: In part one and two of our ITIL and ITSM podcast series -- ITSM and ITIL basics and ITIL service support respectively -- Adelle McIlroy of GTSI Corp. identified the best ITIL certification for channel professionals planning to specialize in ITIL service support. The following tip was excerpted from the podcasts.
There are three levels of certification available for individuals who are interested in building and demonstrating their ITIL knowledge.
The first level is the Foundation level. It requires a basic understanding of the ITIL service support service delivery set and some appreciation of the additional core material.
The second is Practitioner level. A Practitioner is a specialist in the design and execution of processes, and the examination for that focuses on the understanding and application of a specific bundle or subset of closely associated processes.
The highest level is the IT Service Manager level. The Service Manager is often responsible for the setup and implementation of ITIL in an organization. They are very experienced professionals and are typically involved in managing service management projects.
If you plan to provide ITIL service support, the most relative practitioner certification is the ITSR: ITIL Practitioner Support and Restore Specialization.
This certificate establishes the practitioner's knowledge of the service desk function, as well as incident management and project management processes.
To achieve the certification, a candidate must first complete the Foundation certificate and achieve that credential. Once they've completed that they have to take approved coursework and complete three practical assignments which are submitted for approval. A large number of training providers are actually qualified and authorized to present the material, so it's usually readily available.
Finally, the candidate takes a two-hour examination on the subject of service desk, incident management and problem management. If the candidate passes and is granted the certification, they are entitled to wear the ITIL blue badge, which is usually in the form of a lapel pin.
About the author: As senior manager for cyber security and enterprise software for GTSI Corp., Adelle McIlroy's key responsibilities include taking successful techniques and technologies from the private sector into public sector environments. A 15-year veteran of the information technology sector, she has experience comprised of hands-on technical, management and consulting experience in both services organizations and financial services. She received her Bachelor's degree in mathematics and physics from the University of Miami, and has held the following certifications during her career: CISSP, CISA, CBCP; and MCSE.
This chapter discusses the service management processes specified in the Microsoft Operations Framework (MOF) and Information Technology Information Library (ITIL) supported by System Center Service Manager, including Incident, Problem, Change, and Configuration Management.
This chapter is from the book
The focus of this chapter is to describe the goals and objectives, key terminology, concepts, and activity workflows of the processes listed above, because they are the ideas behind the functionality found in Service Manager. Understanding these ideas is critical to ensuring a successful implementation that provides the intended value to the business, for several reasons:
Understanding the goals and objectives of each process is necessary to ensure that your implementation helps your organization achieve them.
Without a firm understanding of these concepts, you put your implementation at risk—either by spending cycles trying to sort the distinctions between terms such as Incident, Problem, Known Error, and Service Request or through missteps, rework, or suboptimal implementation because these concepts aren't understood.
This chapter includes a high-level mapping of MOF and ITIL concepts to Service Manager, but detailed implementation guidance is left for subsequent chapters.
Service Manager is different from Microsoft's other System Center products. It is more like SAP, which encodes business processes in software. For Service Manager, those processes are a subset of the service management processes of MOF and ITIL: Incident, Problem, Change, and Configuration Management. That is why an understanding of MOF and ITIL is particularly useful for Service Manager, and why getting full value from the product requires not only adequate technical knowledge but also an appropriate level of knowledge of the processes the Service Manager product supports.
The sections that follow describe what MOF and ITIL are, the value they provide, and how to get started with them in the context of implementing Service Manager.
MOF and ITIL Are IT Service Management Frameworks
Both MOF and ITIL are service management frameworks. Service management is the concept of organizing and presenting Information Technology (IT) to the business as a set of services. MOF and ITIL employ a set of interrelated terminology, concepts, and process workflows based on best practices for supporting and delivering services to the customers and users. MOF and ITIL are models for how to run IT as a service provider (as opposed an IT organization that is technology centric and views itself and conducts its business primarily as one that cares for and feeds technology).
MOF and ITIL are written guidance specifying how to organize and manage around a set of services to optimize value for customers and users of those services. An enormous corollary to this idea (at least for the IT organization) is that to consistently and sustainably provide the levels of service the business needs, IT must have the wherewithal it requires to deliver those services consistently. The intention here is to do something good both for IT and the customers and users it serves.
Here is an example of how an IT organization's approach will differ if they are technology centered versus service centered:
With a technology-centered model, the organization and what it does and provides for its customers and end users is organized around technology (for example, Microsoft Exchange).
In a service management model, this is organized around messaging.
This is more than just semantics. A messaging service consists of Microsoft Exchange along with a number of other associated components and mechanisms such as service level agreements (SLAs) required to consistently deliver a service to customers and users at the expected levels of quality. These things might be missed or go unmanaged when the focus is just on the technology, and might then result in an overall lower quality of service.
Think about the difference between how a company that offers messaging as a service over the Internet and how a traditional IT shop offers it, and you start to get the idea of service management. If you are provisioning messaging over the Internet, you must
Determine the services you want to provide. You might have different service packages with different features (email, instant messaging, teleconferencing, shared workspaces, LiveMeeting, and so on) in each package.
Establish service level packages (different levels of features and support for each service package), such as the level of availability, capacity and performance, security, and service continuity (disaster recovery).
Set pricing and establish charging models and mechanisms for each service and service level package combinations.
Present your services (including quality of service and cost) in a catalog to customers and potential customers so that they can easily understand which services and service level packages are right for them.
Separate the service provided (messaging) from the technologies that make it possible (the specific infrastructure and applications; for example, Microsoft Exchange and Lync) so that you have agility and choice in how to provide the service.
Why might an internal IT shop want to adopt such a model? For the same reasons a vendor would:
The value of the service is made more explicit, so it is clear that the service either has or does not have the right price-to-performance characteristics.
It is obvious what is and is not included in the service.
Available service levels and their cost are made explicit.
Most important for the service provider, what it takes (the wherewithal required) to provide the services consistently to agreed service levels is made explicit in terms of infrastructure, applications, organization, contracts, vendors, processes, subservices, and service levels. The roles and responsibilities of the provider and users and customers are also made explicit.
Put another way, organizing around services helps you avoid overcommitting—for example, to providing five nines (99.999%) of availability on a network technology that can provide only 99% uptime. Organizing around services forces you to think through what people, processes, and technology are required for each service to meet its objectives and to staff and procure accordingly (or, with explicit agreement from your customer, to back off to a lesser service with lower service levels).
The idea is that each service is managed for value individually and that IT can make explicit and strive to put in place and maintain the resources required to consistently make, and keep, good commitments. A related idea is that the focus keeps the end in mind (the service itself: what is provided and to what service level) rather than the means (the particular technologies chosen). This separation of ends and means is vital in allowing both IT and the organization it serves to have the level of agility modern businesses require. This is the essence of any IT management framework, which is as follows:
To provide key principles, models, and organizing principles that provide a better capability than alternatives for ensuring customers get what they need
For IT to have all the underpinning mechanisms to ensure the levels of quality of service required and agreed for each service, including infrastructure, applications, and processes
Organizing around services brings together what the customer needs (the features and the levels of service) with the technology wherewithal required to deliver on that need consistently. In the end, your aim with service organizations is to be able to say, with confidence, "Yes, Mr./Ms. Customer, this can be done, and this is what it costs." A service management framework helps you get there because it provides the set of concepts and constructs that work together to make it happen.
One such useful service management construct is the service map. Service maps provide a graphical way to define the components and dependencies of a service that are inputs into the service catalog and SLAs for the service. Microsoft, via service maps, provides a great start with IT Service Management (ITSM). These maps are logical diagrams of services, which are useful for understanding and communicating the components that make up services and how they relate to one another. They provide documentation of architecture, are useful in troubleshooting, and function as a basis for automating services and their associated monitoring and control processes. For example, you can take a service map and translate it into a distributed application in Operations Manager (OpsMgr). This is described in Chapter 9, "Business Services."
The big bet of MOF and ITIL is that organizing around and managing to a set of services is a superior way to provide value to customers.
Imagine two IT organizations with the exact same resources—IT infrastructure, applications, people (including vendors and suppliers), money, agreements, contracts, documents, and anything else needed to deliver an IT service—yet with widely different results in terms of the value they create for their customers. What makes the difference in their results? A key factor is how they organize themselves and manage the important things (what they do, manage, and deliver), including the processes they follow, how they use knowledge, the people they have, and how they leverage them to create value in the form of goods and services.
MOF and ITIL specify, among other things, that IT service providers should
Create a service catalog (see http://blogs.technet.com/b/randyy/archive/2005/07/25/408206.aspx).
A service catalog entry is a service description that helps communicate what the service is, what it costs, and how performance is measured. Table 3.1 is a portion of a service catalog entry for messaging for a fictitious company (Odyssey.com).
Table 3.1. Service Catalog Excerpt (Adapted from MOF Job Aid "SIP Service Catalog")
Odyssey's IT department hosts the entire messaging service infrastructure, enabling Odyssey employees to send and receive email and to synchronize their work schedules.
This service is funded as part of Odyssey's IT operational budget. The service benefits all users by providing a centralized facility for synchronizing data from Microsoft Outlook, email filtering and caching, web-based access to email, and free/busy schedule synchronization.
The Human Resources (HR) division is the business owner for this application.
This service is available to all regular employees of Odyssey, at all locations worldwide. Each data center has a Microsoft Exchange server that provides for the servers at that location, and each of these servers is connected to the corporate backbone for data synchronization.
Service Initiation Contact
Service is initiated by the HR department for each new employee given approval to use company's email.
Internet communication facilities, VeriSign security certificate services.
Service desk/incident management.
Application availability and metric reporting.
Hours of service.
Tier 2 escalations and proactive root-cause analysis.
Change management and control.
Security protection: intrusion detection, locked-down security policies.
Internet-specific security protection: antivirus, antiphishing, antispam.
Additional service features.
Proactive health monitoring.
Nightly server data backup.
Present themselves to the business through that service catalog (using customer-oriented terminology abstracted from the technology used to deliver the service—for example, using messaging as the name for the service instead of Microsoft Exchange).
Define service levels in SLAs.
An SLA is an agreement between an IT service provider and customer specifying the service, service level targets, and provider and customer responsibilities. Table 3.2 is an example of service quality measurements and performance targets excerpted from "MOF Job Aid - Service Level Agreement," available from Microsoft.
Table 3.2. SLA Excerpt
Service Quality Measurements
Service availability percentage
Percent of time the application is available during normal schedule minus the impact time from any scheduled or unexpected events
Incident resolution time
Time between recording and resolution of an incident:
Priority 1 = < 30 minutes
Priority 2 = < 2 hours
Priority 3 = < 4 hours
X% of transactions of type Y to be completed within Z minutes or hours or days.
Example: 95% of all Priority 1 email incidents are resolved within 30 minutes.
Root-cause analysis reports
Production of reports describing root cause of a particular incident or problem
Timeframe for report to be delivered.
Example: 100% of all root-cause analysis reports will be delivered within 24 hours of when the incident occurred.
Review of service to determine whether any changes are required
% of reviews to be completed.
Use these and other mechanisms required to manage the quality, cost, and ultimately the value provided to the business by every service.
Although this version of Service Manager does not support service catalogs or SLAs, it is important to understand what they are because they are at the center of the service management ecosystem that Service Manager supports.
You can get examples and templates for service catalogs, SLAs, and other service management mechanisms in the "MOF Job Aid" collections, available for download from Microsoft.
Determining the Value of MOF and ITIL
MOF and ITIL terminology, concepts, and mechanisms are embedded in Service Manager, and the product supports service management services and processes. This is one very good reason to care about MOF and ITIL. However, there are other reasons, which are important for you to consider as a basis for understanding and articulating the value the product can bring (and to whom). What is in it for you, your team, your IT organization and its suppliers, your customers and end users, and the business? Consider WIIFM (What's In It For Me?) for MOF and ITIL for all stakeholder audiences: the IT individual contributor, the IT team, the IT organization, its suppliers, its customers and end users, and the business as a whole:
For the individual contributor: Service management certification is becoming a "basic and expected" criterion and is also a top certification in terms of salary. (Much of what IT professionals do each day is handle changes, troubleshoot incidents, seek the root cause of problems, and so on.) The training for that lies in MOF and ITIL. Other professions have long-established common terminology (accountants, for example, don't argue over what an asset or liability is) and mechanisms (accountants can expect to see a general ledger when they start work at a company). MOF and ITIL provide these for IT professionals.
For the IT team: It is not unusual for teams of highly intelligent individuals to devolve into a communal idiot, especially when a significant issue arises. (Just about anyone who has spent more than a few minutes in IT can attest to this!) For teams to function well, they need shared ideas and standards for "how things are done around here." MOF and ITIL provide these for IT teams.
For the IT provider: The IT provider as a whole needs "a" method to organize, and that method needs to be fully worked out with enough interlocking concepts and supporting templates and examples to stand on its own legs. It also helps (greatly) if these methods are adopted widely, because it then can be expected that new starters and vendors who come and go need less ramp-up time. MOF and ITIL provide these.
MOF and ITIL Compared
Table 3.4 compares MOF and ITIL along a number of key dimensions. You can use it as a starting point for determining where to invest your time in learning more about these frameworks.
Table 3.4. Comparison of MOF and ITIL
Form factor and cost
Publication. MOF is available for free download.
Publication. ITIL publications are available in book form and a variety of other formats for purchase.
Training and certification
Both MOF and ITIL have training and certification paths. MOF is limited to one course and certification at the Foundation level.
ITIL has a Foundation-level certification, along with Intermediates, all the way up to Expert- and Master-level certification.
Mapping to generally accepted IT management frameworks
Both MOF and ITIL provide mapping to other generally accepted IT management frameworks, including each other as well as ISO 20000 and COBIT. Both support these generally accepted frameworks and even provides a map to them. So, you can be assured that what you do with MOF and ITIL will not be out of line with other frameworks.
Cost, features, restrictions
MOF is free to download and use, and includes not just guidance but also examples and templates, with creative commons licensing.
ITIL is owned by the U.K. Office of Government Commerce, with associated restrictions and costs for use.
Writing style and purpose
MOF is written in a checklist, prescriptive style, to be applied directly. It features clear outcomes, key questions, inputs, outputs, goals, and measures in a concise, relevant checklist style. This is a refreshing departure from more academic treatments of service management ideas.
ITIL is written in a textbook style, describing service management activities, deliverables, processes, functions, roles, key concepts, and models, with comprehensive coverage and many more pages of core content than MOF.
MOF provides navigation into Microsoft's service management assets—the additional guidance, training, solution accelerators, services, and products—that help you implement service management concepts on the Microsoft platform and the products and technologies that make up that platform. Because the Microsoft platform is a key part of most IT shops, you need to understand what Microsoft has to offer, and MOF helps organization these assets so that you can quickly discover, grasp, and apply them.
ITIL is technology agnostic.
Content (processes, functions, and management reviews)
MOF covers a set of processes and functions, and includes management reviews, as driven by Microsoft's ecosystem of customers and partners
ITIL includes processes and functions as driven by the membership of the IT Service Management Forum (itSMF), the ITIL user group.
The conclusion here is that although there are differences between ITIL and MOF, and to some extent because of these differences, some knowledge of both MOF and ITIL are necessary as background and context for a successful Service Manager implementation.
Getting Started with MOF and ITIL
This section outlines some ideas and resources for getting started with MOF and ITIL. Once you have a clear vision of what you want to do with MOF and ITIL, it is important to know how to get started.
Take the following steps to get started with MOF (additional information available at http://www.microsoft.com/mof):
Download MOF core content. Skim the contents so that you get a feel for what is included and then keep it near for reference. Read the MOF overview to familiarize yourself with MOF, and read the MOF Glossary to understand the terminology.
Download and review the IT Pro Quick Start Kit for a great introduction to MOF, including podcasts, PowerPoint files, and training and certification information.
Download the "Getting Started with MOF" implementation guide and read it to determine your highest potential, most relevant jumping-off point for getting started.
Download "Bridging from MOF Guidance to Microsoft Products - A Companion Guide" and read it to understand how Microsoft products support MOF IT service management concepts.
Review and download other MOF guidance and job aids as you see fit where there is a direct hit for a problem or opportunity you see on the job.
Optionally, take an MOF Foundation course and pass the MOF Certification examination.
Here are some ways to get started with ITIL:
Read "An Introductory Overview of ITIL V3," from the IT Service Management Forum to get a feel for ITIL's structure and content.
Read Van Haren Publishing's excellent ITIL V3: A Pocket Guide, which provides process details left out of IT Service Management Forum's "An Introductory Overview of ITIL V3," which is more concerned with providing a high-level overview of the service life cycle.
Download and review the ITIL Glossary to understand the terminology.
Take an ITIL Foundation course, and take and pass the ITIL Foundation examination.
Optionally, read the five core ITIL publications. These books are available from a wide variety of sources and in a number of formats, such as PDF, eBook, hardcopy publication, and HTML-based DVD.
Optionally, take additional ITIL courses and examinations leading to ITIL Expert or Master status.
MOF and ITIL Processes Supported by Service Manager
MOF and ITIL specify a set of IT processes deemed necessary to ensure consistent quality of delivery of IT services. The core set of processes tend to be those most closely associated with end users (that is, the processes that if missing or broken tend to evoke loud complaints most quickly). This version of Service Manager supports the most important end user-facing processes: Incident, Problem, Change, and Configuration Management.
The following sections discuss these processes, looking at the following for each process:
Definition, goals, and objectives
Why the process matters (its value)
Key performance indicators (KPIs)
Integration with other processes and functions
Process activity workflow
Key roles and responsibilities
Key inputs and outputs
High-level considerations for implementing with Service Manager
The key decisions to make when implementing the processes include people and process decisions that in some cases sit outside the Service Manager tool and in other cases drive configuration values for the tool.
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