theartofservice

A lot of companies are looking for ways to manage their IT environments, with one of the fastest growing methods being the adoption of ITIL practices.  The Information Technology Infrastructure Library (ITIL) is a collection of knowledge (in books and online content) covering each major topic of IT management. It serves as a framework of concepts and policies that are considered “best practices” for managing the infrastructure, development, and operations of information technology.  Companies implementing ITIL into their processes can have their employees become certified, but unlike ISO standards the organization itself cannot be certified. Still, why adopt ITIL?

The reasons for ITIL are numerous, but one reason in particular is often overlooked:  the adoption of a common language.  Especially with IT businesses working with other IT business, the advantage of using similar frameworks allow for common terminology, concepts, and processes.  Two organizations using tools based on ITIL practices have a the greatest opportunity to merge systems during alliances and partnerships.  For instances, many IT organizations have a single problem management process to resolve disruptions on service.  Within the ITIL framework, two processes actually exist:  incident management and problem management.  The first handles the disruption if a resolution is readily available, a workaround if a resolution is not.  Problem management handles finding a resolution when one is not available.  Two companies attempting to merge IT operations together as in the case of acquisitions, partnerships, or service support agreements have a step up in the game if they are using the same framework.

Some relationships with other companies require ITIL practices to be used, particularly companies in Europe, government contractors, and the financial industry where ITIL is growing strong. It also serves as an effective vehicle for developing staff practices in order to achieve ISO/IEC 20000 certification.

Whatever the reason for adoption may be, as always care should be taken to scale and adapt as necessary in order to improve the quality of service management practices in a cost effective manner.

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The emergence of new technologies and the increased customer concern on product and service issues are forcing organization to reevaluate their positions and strategies, especially related to their IT capabilities.  Companies are relying on their computer systems to deliver products and services to their customer or simply to maintain business operations.  Any weakness in these systems can impair the company’s ability to deliver their product to market impacting customer satisfaction and the financial bottomline.

Simply putting programs in place to manage information technology systems is not enough if the programs are not organized or partially implemented.  Most companies recognize this and are implementing some framework of IT Service Management (ITSM).  ITSM is a process focused discipline concerned with the operational concerns of information technology management.  As a process based framework, it is complimentary to process improvement methodologies such as Six Sigma or Business Process Management.

Several frameworks can be considered for implementing ITSM, including:

• Information Technology Infrastructure Library (ITIL)
• Universal Service Management Body of Knowledge (USMBOK)
• Control Objectives for Information and Related Technology (CobiT)
• IBM Tivoli Unified Process (ITUP)
• Microsoft Operations Framework (MOF)
• Application Services Library (ASL)

Each of these frameworks have their advantages and their critics.  The main benefits of using a framework are essentially the same, as well as many of the basic concepts.  The primary driver for choosing one framework over another is the recognition of the framework in the business world, of which ITIL is the most recognized.

Like any discipline, success is a function of planning the approach that fits best and sticking to that approach.

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Knowledge Management and ITIL V3: Creating the Adaptive Organization - Making

Knowledge Management Work With IT Service Management

After you have your knowledge content properly engineered, you face the challenge of deciding who needs what knowledge, when, where, and why. The author has designed this results driven handbook whereby an organization can design and implement a knowledge management system (KMS).

The challenge of designing the knowledge management architecture and building the knowledge management infrastructure so that it does perform effectively, is just as great as the previous one of structuring the knowledge so that it can be managed. There is no “silver bullet” to solve all problems, AND solving any of the problems will take considerable commitment and work.

This book is also well-written and profusely researched, Organized as a giant check-list, the author takes the reader through 10 steps:

1. Analyzing the Existing Infrastructure
2. Aligning Knowledge Management and Business Strategy
3. Designing the Knowledge Management Infrastructure
4. Auditing Existing Knowledge Assets and Systems
5. Designing the Knowledge Management Team;
6. Creating the Knowledge Management Blueprint
7. Developing the Knowledge Management System
8. Deploying and Using the Results-driven Incremental Methodology
9. Managing Change, Culture and Reward Structures
10. Evaluating Performance, Measuring ROI, and Incrementally Refining the KMS.

Each step is covered in terms of roles, tasks, and procedures, so it is possible to keep track of the flow of the project as well as the list of necessary activities. The many real-life examples of the use of Knowledge Management will demonstrate its practicality.

KM has matured beyond buzzwords and visions from people who have ideas but cannot implement, into an essential element of organization and process for companies that will survive, and has now found its place in ITIL v3 as well. Implementing it is hard work, but this 5-star book will show you how.

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Who Knew ITIL Certification E-Learning This Quick and Easy Could Make You Look This Good.

“The Art of Service has dramatically changed the way we deliver employee training. We can now deliver more training at less cost to a wider audience in a shorter period of time.”

On-demand eLearning: Don’t pay over $ 3,000.00 for a 4 day class room based course - you’re out of touch with your work for 5 days and including the course fee: the costs are insurmountable - take the online learning option instead and study at your own pace.

Course Description:

This intensive interactive course immerses learners in the practical aspects of the ITIL® v3 Service Lifecycle and processes associated with Service Operation.

The program is part of the Intermediate Lifecycle Stream and focuses on the processes across the Service Lifecycle pertaining to the capability of Service Operation.  The principles and activities relevant to the processes, technology and implementation considerations, and management and control of the activities are covered within this program.

The main focus of this course is on the Service Operation process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment.

This training is intended to enable the holders of the certificate to apply the practices in Service Operation of the Service Management Lifecycle.

This course is designed using an engaging, interactive and flexible online approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam: the APMG/EXIN Intermediate Level Service Operation.

Introduction and Overview

Service Operation and the overall ITIL lifecycle

• Principles and objectives
• Functions and common activities
• How Service Operation creates business value

Balancing conflicting goals

• Internal IT vs. external business view
• Stability vs. responsiveness
• Quality of service vs. cost of service
• Reactive and proactive activities

Core Service Operation Processes

Primary ITIL processes within Service Operation

• Event management: active and passive monitoring
• Restoring normal service quickly through Incident Management
• Request fulfillment
• Managing Problems with root cause analysis
• Access management

Operational activities of other ITIL processes

• Change, Configuration and Release Management
• Capacity and Availability Management

Common Service Operation Activities

Monitoring and control of IT operations

• Detecting the status of services and CIs
• Taking appropriate corrective action
• Console management/operations bridge: a central coordination point for monitoring and managing services

Management of the infrastructure

• Mainframe, server and network management
• Storage and database management
• Managing directory services and desktop support
• Facilities and datacenter management
• Managing IT security in service operations
• Improving operational activities

Operational aspects of processes from other lifecycle phases

• Change, configuration and release
• Availability
• Capacity
• Service continuity

Organizing for Service Operation

Mapping Service Operation functions to activities

• Roles and responsibilities
• Understanding the organizational context

Service Operation structure

• Service Desk
• Technical Management
• IT Operations Management
• Application management

Key functions of the Service Desk

• Logging incidents and requests
• First-line investigation and diagnosis
• Managing the lifecycle of incidents and requests
• Keeping users informed

Structuring the Service Desk

• Local vs. centralized
• The virtual service desk
• Follow-the-sun operation

Technology-Related Issues

• Technology, tools and expertise requirements
• Defining architecture standards
• Involvement in the design and build of new services and operational practices
• Contributing to Service Design, Service Transition and Continual Service Improvement projects
• Evaluating change requests
• Matching technology to the organizational situation

Implementation Challenges and Risks

• Managing change in service operations
• Service operation and project management
• Assessing and managing risk
• Operational staff in design and transition
• Planning and implementing service management technologies
• Identifying critical success factors

Learning Objectives: At the end of this course, the learner will gain competencies in:

• Understanding Service Management as a Practice, Service Operation principles, purpose and objective
• Knowing the important role of Service Operation in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes
• The activities, methods and functions used in each of the Service operation processes
• The application of Service Operation processes, activities and functions to achieve operational excellence
• How to measure Service Operation performance
• The challenges, critical success factors and risks related with Service Operation
• The roles and responsibilities within these processes and the activities for supporting the Service Management Lifecycle
• Technology and implementation considerations surrounding Service Operation
• Challenges, critical success factors and risks associated with this module

As well as preparing participants for the exam.

Audience: The Service Operation course will be of interest to:

• Individuals who have their ITIL v3 Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.
• Individuals and / or operational staff who require a comprehensive practical understanding of the Service Operation processes and how these may be used to enhance the quality of IT service support within an organization, for example: operational staff involved in Technical Management, IT Operations Management and Application Management
• IT professionals involved in IT Service Management implementation and improvement programs. A typical role includes (but is not restricted to): IT professionals, IT / business managers and IT / business process owners, IT practitioners.

Benefits:

By developing participants’ knowledge regarding the ITIL framework it will enable:

• The establishment of a common language between the business and IT.
• Readiness for Service Operation implementation and maintenance
• Consistency in support of IT Services.
• Staff better understand their role within the entire Service Lifecycle

Pre-requisites:

ITIL v3 Foundation Certificate in IT Service Management or ITIL v2 Foundation Certificate plus Bridge Certificate. It is highly recommended that you read the Service Operation book prior to commencement of this program.

Delivery:

The program combines short presentations supported by accredited trainer audio.  There are also quizzes and exercises (marking scheme provided) to ensure learners are testing their knowledge and competency  to enhance understanding of key concepts. Revision questions and a mock examination help to prepare for the multiple-choice APMG/EXIN examination.

This program is an eLearning Program.

Program Materials

• Access to presentation with trainer audio
• The Art of Service Service Operation Book
• Exercises + Answers (where applicable)
• Mock Exam questions

About the Examination and Certification:

• Completion of the Service Operation course from an Accredited Training Provider (The Art of Service) is required to sit the exam.
• It is recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the Service Operation book in preparation for the examination.
• The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
• Exam duration is a maximum 90 minutes (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
• Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
• Pass score is 28/40 or 70%

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What is this course about?

This course provides a fast track to achieve your ITIL v3 Service Manager certification. In this course, you identify new ITIL v3 content and examine the Service Lifecycle, which forms the core of ITIL v3. You also gain the knowledge necessary to take the ITIL v3 Service Manager Bridge Certification exam, offered at the end of this course.

Who will benefit from this course?

This course is geared toward those who hold the ITIL Service Manager Certificate (v1 or v2) and would like to obtain the ITIL v3 Service Manager Certification. This includes CIOs, senior IT managers and supervisors, IT professionals and IT operation practitioners.

I don’t have my ITIL v1 or v2 Managers Certificate, what do I do?

Sign up for your final ITIL v2 Managers FASTTRACK Certification Course - it’s your last chance before this shorttrack to V3 Managers will be shelved by APMG.

Contact Juliet Meehan at +61732522055, or reply email. This IS the last time the FAST TRACK is offered

EXIN Accredited ITIL Service Manager Fast -track Program The Art of Service understands that busy IT Professionals may not be able to afford the time required to complete the standard 12 day ITIL Service Manager Program, so we have developed the “Fast Track” option.

The structure of this program allows you to gain your ITIL Service Manager certification in a shorter time frame, with days running from approximately 8.30am - 8.30pm. Don’t miss this opportunity

Where: Start 9th - 14th March, 2009 The program will be conducted in Sydney CBD.

What background do I need?

You must hold the v1 or v2 Service Manager Certificate to take this course. You should also have read the ITIL v3 Service Lifecycle Practices core guidance, which includes:

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement
• Introduction to the Service Lifecycle (optional, but recommended)

You can also take this course if you have enough credits from the v1-v2 Foundation and Practitioner certifications.

Does this course count toward the ITIL Expert certifications?

Yes. If you already hold the v1 or v2 Service Manager Certificate, you will have obtained the ITIL Expert qualification upon achieving the ITIL v3 Service Manager Bridge Certificate.

The APMG has released the ITIL Credit Profiler: http://www.itil-officialsite.com/itilmapping/v2/map.asp. This online tool allows you to map your current v2 and v3 qualifications against the v3 scheme. The Credit Profiler helps you determine how many credits you currently hold within the scheme, and to assess and decide on the best route for v3 certification. This tool also provides recommendations, and you are free to choose a selection of modules based on your own educational and certification requirements.

I have 12 credits from v1-v2 Practitioner-level certifications. Am I eligible to take the Service Manager Bridge certification exam?

Yes. With 12 credits from v1-v2 Foundation and Practitioner certifications, you are eligible to take this course and the exam (3.5 credits are awarded for a clustered Practitioner certificate, 2 credits for a single-process Practitioner certificate and 1.5 credits for a v2 Foundation certificate). However, in order to obtain the ITIL Expert qualification, you must first achieve the v3 Managing Across the Lifecycle certificate.

What topics does the exam cover?

The Service Manager Bridge exam focuses mainly on the new content of ITIL v3. The exam also covers those items that were well known in v2 but have some significant changes in v3.

How is the exam structured?

The v3 Service Manager Bridge exam is a 20-question, scenario-based, complex multiple-choice examination. You have 90 minute to complete the exam and must answer 16 of the 20 questions correctly (80 percent) to pass.

How are the ITIL materials covered in the eLearning environment?

Learning and practical assignments provide knowledge of Service Lifecycle processes that are new or significantly changed in ITIL v3 from previous versions. The online Learning environment offer you multiple opportunities to apply recently learned concepts and include practical exercises and practice exam questions.

Is this course accredited?

Yes! EXIN has accredited this course and the instructors who teach it as providing high-quality training in IT Service Management.

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Problem management can sometimes become a challenge for IT Service Management.  With the layers of technologies present in the environment, any problem that arises could have involve a number of support technicians to simply identify the problem.  Distributed applications may incur a disruption that resides at the client, the network, the server, or the application level.  Few IT organizations have individuals who can support every level, requiring cooperation to reduce the resolution time incurred in complex problems.

Dealing with these types of problems are more complicated than may be originally perceived.  The ITIL process framework provides incredible insights into the potential difficulty.  Most IT organizations have processes in place that are basically find a problem/solve a problem solutions, usually given the name problem management.  ITIL separates the situation into two processes:  Incident Management and Problem Management.

When a disruption to service occurs, the Incident Management process is invoked.  The purpose of the process is to minimize the impact of the problem on service delivery.  If a resolution is readily available, then it is applied.  If not, the focus of the efforts of incident management is to apply a workaround to the problem so that service delivery can return to normal capacity.  The unresolved problem is used to invoke the Problem Management process, which focuses its efforts on finding the source of the problem.  Once finding the source, the problem can be analyzed and a solution applied.  In many cases, the resolution will require a change to the environment.  The problem and resolution are also documented in a Known Problem database for use by the Incident Management process.

The way ITIL handles disrupted services give the greatest depth to problem management.  From a strategic perspective, focus on problem resolution is strictly linear thinking.  Seeing disruptions in terms of impact and source allow an IT organization to explore their capabilities in preventing and handling disruptions in the future, assisting in identifying and applying improvements towards resolving problems in the environment.

So the next time a problem occurs, consider that more is at stake than simply finding a resolution.  First, reduce the impact than find the source.  In the end, the best resolution will be applied.

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