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BH0-009 ITSM Foundation Certificate in Problem and Incident Management

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BH0-009 exam Dumps Source : ITSM Foundation Certificate in Problem and Incident Management

Test Code : BH0-009
Test designation : ITSM Foundation Certificate in Problem and Incident Management
Vendor designation : ISEB
: 73 actual Questions

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what is ITIL? Your e-book to the IT Infrastructure Library | killexams.com actual Questions and Pass4sure dumps

what's ITIL?

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 attend businesses manage possibility, enhance consumer relations, establish most economical practices, and build a honorable IT environment that allows for for growth, scale and alter.

Developed by the British executive's crucial computer and Telecommunications agency (CCTA) everyone 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 outfit 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 stint as Part of its mission to drudgery with the U.ok. public sector as a leavening 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 exist commercialized; fairly, it became to collect most advantageous practices that may advocate 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 manifest 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 bona fide BS15000.

for the judgement that 2013, ITIL is owned through Axelos — a joint venture between the cabinet workplace and Capita. Axelos gives businesses the license to expend the ITIL framework, while managing updates and process adjustments. although, to develop expend of ITIL internally, businesses don't occupy 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 significant overhaul to the entire framework and the greatest change since ITIL v3 was posted in 2007. ITIL 4, which everyone 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 occupy 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 stint 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 fork 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 unusual framework incorporates this through being greater agile, elastic and collaborative.

ITIL four includes 9 guiding principles that had been adopted from the most contemporaneous ITIL Practitioner exam, which covers organizational trade management, conversation and dimension and metrics. These concepts include:

  • focus on value
  • Design for experience
  • start the plot you are
  • Work holistically
  • development iteratively
  • have a ogle at without delay
  • Be transparent
  • Collaborate
  • 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 score drudgery accomplished. ITIL four furthermore 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, discern “ITIL four: ITSM receives agile.”

    How Do I set ITIL into practice?

    ITIL is a set of e-books, but purely happening a studying spree may not enhance your IT operations. First, you must wrap your intellect across the ideas after which score team of workers buy-in. Getting some IT personnel to adopt unusual tactics may furthermore exist enjoy 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 their bodies: EXIN and ISEB, reckoning on your region. the two bodies formed an alliance on the finish of 2006 to extra IT service management.

    given that 2014, Axelos is the owner of the ITIL personnel certification and tests are administered by passage of approved training groups (ATOs). Accreditations are administered with the aid of Strategic Examination Institutes (EIs). EIs should exist authorized at once by passage of Axelos with the objective 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 solid is attempting to decipher and what is your path to ceaseless carrier growth.

    For a deeper ogle at inserting ITIL into follow, discern "7 questions to seek information from earlier than implementing ITIL" and "how to score everyone 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 flush required a far better depth of information 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 occupy 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 miniature thing they should find out about running successful IT tasks, groups and workflows.

    Modules consist of:

  • ITIL expert – Create, deliver and guide
  • ITIL specialist – compel Stakeholder cost
  • ITIL professional – excessive pace IT
  • ITIL Strategist – Direct, scheme & increase
  • The ITIL Strategic leader (SL) exam is designed for those who contend with “all digitally enabled services,” and never simply people that plunge beneath IT operations. This route focuses on how expertise directs business approach and the passage IT plays into that.

    Modules encompass:

  • ITIL Strategist – Direct, scheme & improve
  • ITIL leader – Digital & IT strategy
  • both paths can occasions 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 unusual certifications. Axelos recommends that everyone ITIL certification candidates proceed the direction towards ITIL master.

    For in-depth evaluation of ITIL certification, discern "What ITIL certifications matter 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 feasible 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 score lower back to drudgery a entire 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 ensue tactics
  • improved client satisfaction through a more skilled approach to service delivery
  • requisites and information
  • better productivity
  • greater expend of abilities and journey
  • greater delivery of third-birthday celebration functions in the course of the specification of ITIL or BS15000 because the habitual for service start in services procurements
  • in keeping with Axelos, ITIL can furthermore assist groups enrich features by passage of:

  • assisting companies exploit possibility, disruption and failure
  • strengthening client family members through “delivering productive capabilities that meet their wants”
  • setting up economical practices
  • building a amenable atmosphere that still enables for boom, scale and change.
  • For a deeper examine the passage to score probably the most from ITIL, discern "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 exist the cost of coaching, which fluctuates every year. The route leading to the introductory basis certificates customarily runs for 2 days, and lessons resulting in better certifications will furthermore exist per week or greater.

    Add to that the inevitable can imbue of re-engineering some approaches to conform to ITIL guidelines, and adjustment of aid desk or other application to trap the information you exigency 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 exist baked into every miniature thing, and that they should evolve because the business evolves. With IT team of workers buy-in, adjustments can initiate once team of workers are proficient, and some outcomes may still exist manifest inside weeks or months. technique adjustments Do prefer time, although, as entrenched unpleasant practices are rooted out and modified (and, doubtlessly, workforce adjustments occur), but many companies occupy said noteworthy rate reductions after their first 12 months.

    To score a higher thought of what it is going to prefer to adopt and implement ITIL, which you could browse through case studies on the Axelos web site. fresh case reviews include corporations enjoy Sony and Disney — two groups with commodious IT operations to control.

    What discounts am i able to predict?

    establishments and public sector businesses that occupy efficiently implemented ITIL pattern 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 region items enterprise MeadWestvaco claimed to occupy 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 certain to fail. Bringing finest practices into a company is as a honorable deal a PR job because it is a technical recreation.

    other criticisms consist of the incontrovertible fact that it’s not feasible to devise for each failure, adventure or incident so it’s not an exact science. actually, you won’t exist alert of the exact ROI on ITIL unless you implement it within your company and expend it readily. ultimately, due to the fact that ITIL is a framework, it might best exist as a hit as company buy-in allows. Embracing certifications, training and investing within the shift will advocate raise the chances of success and reductions.


    what is an ISEB certificates? | killexams.com actual Questions and Pass4sure dumps

    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 contemporaneous job description.For recommendation in regards to the ISEB manager's certificates in IT carrier administration, gratify discern this web web page. you'll furthermore are looking to read the instructions at this web page.

    as far as i will tell, here is a professional progress 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 passage to managing IT features, supported via British habitual 15000 (BS15000). discern this internet web page for more counsel.

    It sounds such as you're for the judgement that employment somewhere within the European Union, if now not within the UK. respectable luck and hope that helps!


    e-testing Brings ISEB classes In India | killexams.com actual Questions and Pass4sure dumps

    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 exist interest in British accepted practising programmes in India. And what they 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 drudgery offshore and the exigency to ply carrier issues is neatly documented. He believes that an offshore ISEB licensed trying out group offers valued clientele the reassurance that drudgery might exist 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 bona fide is definitely held in lofty admiration 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 exist delivered in a variety of locations across India and performed through ISEB certified trainers. areas include: Mumbai, unusual Delhi, Pune, Chennai and Bangalore.


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    Vision Helpdesk Receives PinkVERIFY Certification for 6 Processes | killexams.com actual questions and Pass4sure dumps

    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 exist certified in a inevitable process, an ITSM vendor must ride 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 flush businesses.

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    Help Desk Software enables customer advocate staff to receive, process, and respond to incident or service requests.It's a Multi channel ticket management software that allows you to centralise everyone your customer conversations via E-mail, Web portal, Twitter, Facebook, Phone and Chat.

    2) Satellite / Multi Company attend Desk

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    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).

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    The company was established in 2007 and has evolved from tiny ticketing tool to a feature moneyed enterprise product. The company caters customer service solutions to everyone size businesses and is trusted by 15000+ companies across the globe.

    Below is the list of processes that Vision Helpdesk is certified for -

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    The company has furthermore stated that they are looking forward to score remaining modules certified with PinkVERIFY certification by the finish of this year.

    For more details gratify advert https://www.visionhelpdesk.com/pinkverify-certified

     

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    ITIL certification to provide service advocate | killexams.com actual questions and Pass4sure dumps

    Adelle McIlroy, GTSI Corp.

    IT Reseller Takeaway: In Part one and two of their ITIL and ITSM podcast chain -- ITSM and ITIL basics and ITIL service advocate 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 edifice and demonstrating their ITIL knowledge.

    The first flush is the Foundation level. It requires a basic understanding of the ITIL service advocate 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 flush is the IT Service Manager level. The Service Manager is often amenable 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 scheme to provide ITIL service support, the most relative practitioner certification is the ITSR: ITIL Practitioner advocate and Restore Specialization.

    This certificate establishes the practitioner's information 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 occupy to prefer approved coursework and complete three practical assignments which are submitted for approval. A great 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 configuration 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 undergo comprised of hands-on technical, management and consulting undergo in both services organizations and monetary 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.


    MOF, ITIL, and Service Manager | killexams.com actual questions and Pass4sure dumps

    This chapter discusses the service management processes specified in the Microsoft Operations Framework (MOF) and Information Technology Information Library (ITIL) supported by System focus Service Manager, including Incident, Problem, Change, and Configuration Management.

    This chapter is from the bespeak 

    The focus of this chapter is to picture 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 solid understanding of these concepts, you set 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 focus products. It is more enjoy 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 information but furthermore an commandeer flush of information of the processes the Service Manager product supports.

    The sections that ensue picture what MOF and ITIL are, the value they provide, and how to score 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 colossal corollary to this view (at least for the IT organization) is that to consistently and sustainably provide the levels of service the business needs, IT must occupy the wherewithal it requires to deliver those services consistently. The objective here is to Do something honorable both for IT and the customers and users it serves.

    Here is an illustration 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 finish 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 flush agreements (SLAs) required to consistently deliver a service to customers and users at the expected levels of quality. These things might exist missed or ride unmanaged when the focus is just on the technology, and might then result in an overall lower property of service.

    Think about the contrast 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 score the view of service management. If you are provisioning messaging over the Internet, you must

  • Determine the services you want to provide. You might occupy different service packages with different features (email, instant messaging, teleconferencing, shared workspaces, LiveMeeting, and so on) in each package.
  • Establish service flush packages (different levels of features and advocate for each service package), such as the flush of availability, capacity and performance, security, and service continuity (disaster recovery).
  • Set pricing and establish charging models and mechanisms for each service and service flush package combinations.
  • Present your services (including property of service and cost) in a catalog to customers and potential customers so that they can easily understand which services and service flush packages are right for them.
  • Separate the service provided (messaging) from the technologies that develop it feasible (the specific infrastructure and applications; for example, Microsoft Exchange and Lync) so that you occupy agility and option in how to provide the service.
  • Why might an internal IT shop want to adopt such a model? For the selfsame reasons a vendor would:

  • The value of the service is made more explicit, so it is limpid that the service either has or does not occupy 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 significant for the service provider, what it takes (the wherewithal required) to provide the services consistently to agreed service levels is made definite 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 furthermore 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 mediate through what people, processes, and technology are required for each service to meet its objectives and to staff and procure accordingly (or, with definite agreement from your customer, to back off to a lesser service with lower service levels).

    The view is that each service is managed for value individually and that IT can develop definite and strive to set in plot and maintain the resources required to consistently make, and keep, honorable commitments. A related view is that the focus keeps the finish in intellect (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 occupy the flush 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 score what they need
  • For IT to occupy everyone the underpinning mechanisms to ensure the levels of property 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 exigency consistently. In the end, your train with service organizations is to exist able to say, with confidence, "Yes, Mr./Ms. Customer, this can exist done, and this is what it costs." A service management framework helps you score there because it provides the set of concepts and constructs that drudgery together to develop it happen.

    One such useful service management construct is the service map. Service maps provide a graphical passage 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 noteworthy start with IT Service Management (ITSM). These maps are ratiocinative diagrams of services, which are useful for understanding and communicating the components that develop 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 prefer a service map and translate it into a distributed application in Operations Manager (OpsMgr). This is described in Chapter 9, "Business Services."

    The commodious ante of MOF and ITIL is that organizing around and managing to a set of services is a superior passage to provide value to customers.

    Imagine two IT organizations with the exact selfsame 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 contrast in their results? A key factor is how they organize themselves and manage the significant things (what they do, manage, and deliver), including the processes they follow, how they expend knowledge, the people they have, and how they leverage them to create value in the configuration 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")

    Service Name

    Messaging Service

    Service Description

    Odyssey's IT department hosts the entire messaging service infrastructure, enabling Odyssey employees to transmit and receive email and to synchronize their drudgery schedules.

    Business Alignment

    This service is funded as Part of Odyssey's IT operational budget. The service benefits everyone 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.

    Business Owner

    The Human Resources (HR) division is the business owner for this application.

    Service Qualification

    This service is available to everyone regular employees of Odyssey, at everyone locations worldwide. Each data focus 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 Manager

    Dave Pultorak.

    Service Initiation Contact

    Service is initiated by the HR department for each unusual employee given approval to expend company's email.

    External Dependencies

    Internet communication facilities, VeriSign security certificate services.

    Service Elements

    Service desk/incident management.

    Application availability and metric reporting.

    Application SLA.

    Hours of service.

    Problem management.

    Tier 2 escalations and proactive root-cause analysis.

    Change management.

    Change management and control.

    Technology upgrades.

    Patch management.

    Security management.

    Security protection: intrusion detection, locked-down security policies.

    Internet-specific security protection: antivirus, antiphishing, antispam.

    Additional service features.

    Proactive health monitoring.

    High-availability management.

    Nightly server data backup.

  • Present themselves to the business through that service catalog (using customer-oriented terminology absorbed from the technology used to deliver the service—for example, using messaging as the designation 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 flush targets, and provider and customer responsibilities. Table 3.2 is an illustration of service property measurements and performance targets excerpted from "MOF Job Aid - Service flush Agreement," available from Microsoft.

    Table 3.2. SLA Excerpt

    Service property Measurements

    Measurement

    Definition

    Performance Target

    Service availability percentage

    Percent of time the application is available during bona fide schedule minus the impact time from any scheduled or unexpected events

    Target percentage.

    Example: 99.6%.

    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 sort Y to exist completed within Z minutes or hours or days.

    Example: 95% of everyone Priority 1 email incidents are resolved within 30 minutes.

    Root-cause analysis reports

    Production of reports describing root occasions of a particular incident or problem

    Timeframe for report to exist delivered.

    Example: 100% of everyone root-cause analysis reports will exist delivered within 24 hours of when the incident occurred.

    SLA review

    Review of service to determine whether any changes are required

    % of reviews to exist completed.

    Example: 100%.

  • 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 advocate service catalogs or SLAs, it is significant to understand what they are because they are at the focus of the service management ecosystem that Service Manager supports.

    You can score 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 honorable judgement to supervision about MOF and ITIL. However, there are other reasons, which are significant for you to admiration 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 finish users, and the business? admiration WIIFM (What's In It For Me?) for MOF and ITIL for everyone stakeholder audiences: the IT individual contributor, the IT team, the IT organization, its suppliers, its customers and finish users, and the business as a whole:

  • For the individual contributor: Service management certification is becoming a "basic and expected" criterion and is furthermore a top certification in terms of salary. (Much of what IT professionals Do each day is ply changes, troubleshoot incidents, seek the root occasions of problems, and so on.) The training for that lies in MOF and ITIL. Other professions occupy long-established common terminology (accountants, for example, don't bicker over what an asset or liability is) and mechanisms (accountants can await to discern a common ledger when they start drudgery at a company). MOF and ITIL provide these for IT professionals.
  • For the IT team: It is not unusual for teams of highly intellectual 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 exigency 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 entire needs "a" passage to organize, and that passage needs to exist fully worked out with enough interlocking concepts and supporting templates and examples to stand on its own legs. It furthermore helps (greatly) if these methods are adopted widely, because it then can exist expected that unusual starters and vendors who approach and ride exigency 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 expend 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

    Features

    MOF

    ITIL

    Form factor and cost

    Publication. MOF is available for free download.

    Publication. ITIL publications are available in bespeak configuration and a variety of other formats for purchase.

    Training and certification

    Both MOF and ITIL occupy 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, everyone the passage 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 advocate these generally accepted frameworks and even provides a map to them. So, you can exist assured that what you Do with MOF and ITIL will not exist out of line with other frameworks.

    Cost, features, restrictions

    MOF is free to download and use, and includes not just guidance but furthermore 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 exist applied directly. It features limpid outcomes, key questions, inputs, outputs, goals, and measures in a concise, pertinent 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.

    Intention

    MOF provides navigation into Microsoft's service management assets—the additional guidance, training, solution accelerators, services, and products—that attend you implement service management concepts on the Microsoft platform and the products and technologies that develop up that platform. Because the Microsoft platform is a key Part of most IT shops, you exigency 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 information 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 occupy a limpid vision of what you want to Do with MOF and ITIL, it is significant to know how to score started.

    Take the following steps to score started with MOF (additional information available at http://www.microsoft.com/mof):

  • Download MOF core content. Skim the contents so that you score a feel for what is included and then sustain 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 noteworthy introduction to MOF, including podcasts, PowerPoint files, and training and certification information.
  • Download the "Getting Started with MOF" implementation steer and read it to determine your highest potential, most pertinent 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 advocate MOF IT service management concepts.
  • Review and download other MOF guidance and job aids as you discern fitting where there is a direct hit for a problem or opportunity you discern on the job.
  • Optionally, prefer an MOF Foundation course and pass the MOF Certification examination.
  • Here are some ways to score started with ITIL:

  • Read "An Introductory Overview of ITIL V3," from the IT Service Management Forum to score 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 prefer 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, prefer 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 property of delivery of IT services. The core set of processes mind to exist those most closely associated with finish users (that is, the processes that if missing or broken mind to evoke strident complaints most quickly). This version of Service Manager supports the most significant finish 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
  • Key terminology
  • Why the process matters (its value)
  • Key performance indicators (KPIs)
  • Reporting
  • Scope
  • 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 develop 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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