tag:blogger.com,1999:blog-85336466655548205092024-02-20T10:07:32.655-08:00Ensar ÖZ Blog SayfasıAnonymoushttp://www.blogger.com/profile/13008915856534522887noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-8533646665554820509.post-81697174946671822582015-05-10T22:41:00.001-07:002015-05-10T22:41:21.667-07:00IT Service Management<div class="MsoNormal">
<b><i><span style="font-size: 14.0pt; line-height: 115%; mso-bidi-font-family: CMTT12;">Introduction<o:p></o:p></span></i></b></div>
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<span style="background: white; font-size: 12.0pt; line-height: 150%;">Before getting started to examine Access Management and
Request Fulfilment it is better to understand the concept of </span><a href="http://en.wikipedia.org/wiki/IT_service_management"><span style="background: white; font-size: 12.0pt; line-height: 150%;">ITSM</span></a><span style="background: white; font-size: 12.0pt; line-height: 150%;">. In this
introduction we will try to describe it and name its processes. Knowing what it
stands for is going to help us to undertand other detailed explanations. <b><i>Service
Management</i></b> is a customer-focused approach to delivering information
technology. Service Management provides a framework to structure IT-related
activities and the interactions of IT technical personnel with customers and
clients. Services allow customers to do business without worrying about
underlying technology or IT infrastructure. Services must evolve in order to
continue to meet the needs of the customer and respond to technological changes
and advances. The Service Lifecycle is the overall framework used to identify,
define, manage, and retire IT services. <o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">IT </span><a href="http://en.wikipedia.org/wiki/IT_service_management"><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">Service
Management</span></a><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;"> (ITSM) is defined as a process-based practice intended to align the
delivery of information technology (IT) services with needs of the business,
which emphasizes benefits to customers. While the process at its core concerns
technology, this focus on the client is key.</span><span style="background: white; font-size: 12.0pt; line-height: 150%;"><o:p></o:p></span></div>
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<b><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">The purpose of Service Operations can be summed as:<o:p></o:p></span></b></div>
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<span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-size: 12pt; line-height: 150%;">• To coordinate and
deliver key activities and processes required to provide and manage</span><span style="font-size: 12.0pt; line-height: 150%;"><br />
<span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial;">services at agreed levels to the business, users
and customers</span><br />
<span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial;">• To manage the technology and toolsets that are
used to deliver and support services</span><br />
<span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial;">• To manage, measure, control and feedback
improvements in the day to day operations</span><br />
<span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial;">• To monitor performance, assess metrics and
gather data to input into the Continual Service Improvement Process Area</span></span><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;"> <o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">ITSM is often implemented through a
set of frameworks. There are many, some of which are complimentary to others,
such as </span><a href="http://en.wikipedia.org/wiki/ITIL"><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">ITIL</span></a><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">, </span><a href="http://en.wikipedia.org/wiki/COBIT"><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">COBIT</span></a><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">, </span><a href="http://www.cs.bilkent.edu.tr/~cagatay/cs413/PMBOK.pdf"><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">PMBOK</span></a><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">, </span><a href="http://www.best-management-practice.com/gempdf/using_itil_and_prince2_together_august_2010.pdf"><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">PRINCE</span></a><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">, </span><a href="http://en.wikipedia.org/wiki/Capability_Maturity_Model_Integration"><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">CMMI</span></a><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">. IT Services
has selected to build its path on ITIL.<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">After all these general knowledge
about ITSM we can say that it </span><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-size: 12pt; line-height: 150%;">is mainly about handling user
requests, fixing services carrying operation problem tasks.This view handles a
service after is has been deployed and is active to the customer. <o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;">This volume has following processes:<span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial;"><o:p></o:p></span></span></div>
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</span></span><!--[endif]--><a href="http://ensaroz.blogspot.com.tr/"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">Event Management</span></a><span style="font-size: 12.0pt; mso-bidi-font-family: Arial; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;"><o:p></o:p></span></div>
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</span></span><!--[endif]--><a href="http://ensaroz.blogspot.com.tr/"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">Incident Management</span></a><span style="font-size: 12.0pt; mso-bidi-font-family: Arial; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;"><o:p></o:p></span></div>
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</span></span><!--[endif]--><span style="font-size: 12.0pt; mso-bidi-font-family: Arial; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">Request
Fulfilment<o:p></o:p></span></div>
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</span></span><!--[endif]--><span style="font-size: 12.0pt; mso-bidi-font-family: Arial; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">Access
Management <o:p></o:p></span></div>
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</span></span><!--[endif]--><a href="http://ensaroz.blogspot.com.tr/"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">Problem Management</span></a><span style="font-size: 12.0pt; mso-bidi-font-family: Arial; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;"><o:p></o:p></span></div>
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<!--[if !supportLists]--><span style="font-family: Symbol; font-size: 10.0pt; mso-bidi-font-family: Symbol; mso-bidi-font-size: 12.0pt; mso-fareast-font-family: Symbol; mso-fareast-language: TR;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><a href="https://gulsahmasat.wordpress.com/"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">IT Operations Management</span></a><span style="font-size: 12.0pt; mso-bidi-font-family: Arial; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;"><o:p></o:p></span></div>
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</span></span><!--[endif]--><span style="font-size: 12.0pt; mso-bidi-font-family: Arial; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">IT
Facilities Management<o:p></o:p></span></div>
<br />
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<span style="font-size: 12.0pt; mso-bidi-font-family: Arial; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;"> These processes have a organized relation
between them. Figure below shows how they intract eachother.</span><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #222222; font-size: 12pt;"> <o:p></o:p></span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjsJg4VH3ZLWV4L7xmxE9vh36a8TnDk9Wx9R7ATyxobOA91dcQ4wjqSvYGdVHVjgm_7hbMVZvO-kY7Cm4Xk2ZygQ177FXbOF4I8UywEfvWQhdjDxRlLUuOHCyhqrZgKRz3JFI78iGPTp5k/s1600/1.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="320" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjsJg4VH3ZLWV4L7xmxE9vh36a8TnDk9Wx9R7ATyxobOA91dcQ4wjqSvYGdVHVjgm_7hbMVZvO-kY7Cm4Xk2ZygQ177FXbOF4I8UywEfvWQhdjDxRlLUuOHCyhqrZgKRz3JFI78iGPTp5k/s320/1.png" width="215" /></a></div>
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<span style="font-size: 12.0pt; mso-bidi-font-family: Arial; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;"><br /></span></div>
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<span style="font-size: 12.0pt; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">On the other hand we need to have knowledge about some
expressions, some important main terms and guidelines of Service Operations:<o:p></o:p></span></div>
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<!--[if !supportLists]--><span style="font-family: Symbol; font-size: 10.0pt; mso-bidi-font-family: Symbol; mso-bidi-font-size: 12.0pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Internal view (x) external view</span></b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">: internal IT view is the way components are
managed to deliver a service. External business view is the way a client sees a
service. There is an eternal conflict between this two views in a company and
there is a need to try to achieve a balance between them.<o:p></o:p></span></div>
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<!--[if !supportLists]--><span style="font-family: Symbol; font-size: 10.0pt; mso-bidi-font-family: Symbol; mso-bidi-font-size: 12.0pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Stability (x) responsiveness</span></b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">: no matter how a good service is provided, there
will be always a need to change something. Considering that every change is a
potential risk in service stability, a change would not be good. But business
needs changes, and they are going to happen anyway. Balance here is to change
services without losing stability. <o:p></o:p></span></div>
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<!--[if !supportLists]--><span style="font-family: Symbol; font-size: 10.0pt; mso-bidi-font-family: Symbol; mso-bidi-font-size: 12.0pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">These changes may be at several levels, as technology, capacity
management, grow strategy, problems experienced.<o:p></o:p></span></div>
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</span></span><!--[endif]--><b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Quality of service (x) cost of service: </span></b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial; mso-bidi-font-weight: bold;">this
is about having continous </span><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-size: 12pt;">Quality
Improvements and consequences of all these effort to cost to deliver the
service.</span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;"><o:p></o:p></span></div>
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<!--[if !supportLists]--><span style="font-family: Symbol; font-size: 10.0pt; mso-bidi-font-family: Symbol; mso-bidi-font-size: 12.0pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Reactive (x) proactive</span></b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">: management that is solely reactive is not
effective, but management that is overly proactive is not effective either.
When staff are too proactive, this may result in increased expense and
distracted staff.<o:p></o:p></span></div>
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<!--[if !supportLists]--><span style="font-family: Symbol; font-size: 10.0pt; mso-bidi-font-family: Symbol; mso-bidi-font-size: 12.0pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Event or</span></b><span class="apple-converted-space"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span></span><b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Alert</span></b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">: a change in state that
has significance for management.<o:p></o:p></span></div>
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</span></span><!--[endif]--><b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Incident</span></b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">: an unplanned interruption in service or loss of quality.<o:p></o:p></span></div>
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</span></span><!--[endif]--><b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Failure</span></b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">: a loss of ability to operate service. Normally a failure results in an
incident.<o:p></o:p></span></div>
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<!--[if !supportLists]--><span style="font-family: Symbol; font-size: 10.0pt; mso-bidi-font-family: Symbol; mso-bidi-font-size: 12.0pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Error</span></b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">:
a design malfunction that causes a failure.<o:p></o:p></span></div>
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<!--[if !supportLists]--><span style="font-family: Symbol; font-size: 10.0pt; mso-bidi-font-family: Symbol; mso-bidi-font-size: 12.0pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Problem</span></b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">: A cause of one or more Incidents. The cause is not usually known at
the time a Problem Record is created<o:p></o:p></span></div>
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<!--[if !supportLists]--><span style="font-family: Symbol; font-size: 10.0pt; mso-bidi-font-family: Symbol; mso-bidi-font-size: 12.0pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Known error</span></b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">: a problem that has documented root cause or a workaround.<o:p></o:p></span></div>
<div class="MsoNormal" style="background: white; line-height: 18.0pt; margin-bottom: .0001pt; margin: 0cm; mso-list: l0 level1 lfo2; tab-stops: list 36.0pt; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="font-family: Symbol; font-size: 10.0pt; mso-bidi-font-family: Symbol; mso-bidi-font-size: 12.0pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><a href="http://wiki.en.it-processmaps.com/index.php/Checklist_Request_for_Change_RFC"><b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Request For a Change</span></b></a><b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;"> (RFC)</span></b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">: formal request for a
change to be made.<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="background: white; line-height: 150%; margin-bottom: .0001pt; margin-bottom: 0cm;">
<span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">We will be working on the two important parts of these
processes of Service Management: Access Management and Request Fullfillment.
You will be directed to other pages for further information by clicking the
blog links next to them.<o:p></o:p></span></div>
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<b><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">1) Access Management <o:p></o:p></span></b></div>
<div class="Default" style="line-height: 115%;">
<span style="font-family: "Calibri","sans-serif"; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"> People in IT Departments faces
difficult challenges every single day. For all the people work in IT
departments providing an excellent service is not an easy task. The information
in your company must flow easily throughout the organizations in a quick and
secure way. So in all these considerations, you must ensure its availability
and have the necessary resources to access it. <o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="background: white; margin-bottom: .0001pt; margin-bottom: 0cm; text-indent: 35.4pt;">
<span style="font-size: 12.0pt; line-height: 115%;">The
question is: how can your IT department know what information must be available
to each user? And how can you control that every user has access only to the information
that is strictly necessary? The answer is having a well organized Access
Management organization. <o:p></o:p></span></div>
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</div>
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<span style="font-size: 12.0pt; line-height: 115%;">People
can come to you with questions like “I haven’t been using this application for
a long time so I just forgot my password. What am I supposed to do?” or “I have
a new position in this company so I need to be able to Access new specific
parts of the system. How can I get this permissions?” etc. All these questions
can be answered easily and quickly if you have a well organized management system
of accessing in the company.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgj2jY8gQKks-yBOsc6WGpQvL875X6EQljRSiQ0N2J03-xLpC0oWIHBsrHYeHoWBxSRjo-4N_xz4j8jilulTyuurqUj1LKB2bmw5zjDAjS2__oL5WdyMdIxcX-Mnx9h8MFYQ3LuUXyuoS4/s1600/2.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="249" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgj2jY8gQKks-yBOsc6WGpQvL875X6EQljRSiQ0N2J03-xLpC0oWIHBsrHYeHoWBxSRjo-4N_xz4j8jilulTyuurqUj1LKB2bmw5zjDAjS2__oL5WdyMdIxcX-Mnx9h8MFYQ3LuUXyuoS4/s320/2.png" width="320" /></a></div>
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<br /></div>
<div class="MsoNormal" style="background: white; margin-bottom: 7.5pt; text-indent: 35.4pt;">
<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">The image above presents an example of accessing several different points
by different users with a not well- organized Access management system. </span><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-size: 12pt; line-height: 115%;">To make things even
worse, if there is no </span><a href="http://en.wikipedia.org/wiki/Service_catalog" target="_blank"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-size: 12pt; line-height: 115%;">IT Service
Catalogue</span></a><span class="apple-converted-space"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-size: 12pt; line-height: 115%;"> </span></span><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-size: 12pt; line-height: 115%;">defined, it’s almost
impossible to maintain any form of Access Management.<o:p></o:p></span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjYer_U0Xgm1ErQZhuqtHQZAciNw8bKrINxM3N1615GvozoeLRFqs_N50XHnXgDa012osswaI9vJ7U3kYqcH3tfYFYEGbhCEzCKrLyESqoP_klqdKpycR0gCxSSplFfbOKILNSgLHAp6Bk/s1600/3.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="280" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjYer_U0Xgm1ErQZhuqtHQZAciNw8bKrINxM3N1615GvozoeLRFqs_N50XHnXgDa012osswaI9vJ7U3kYqcH3tfYFYEGbhCEzCKrLyESqoP_klqdKpycR0gCxSSplFfbOKILNSgLHAp6Bk/s400/3.png" width="400" /></a></div>
<div class="MsoNormal" style="background: white; margin-bottom: .0001pt; margin-bottom: 0cm;">
<em><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Calibri, sans-serif; font-size: 12pt; line-height: 115%;">Well-organized
Access Management relies on other parts of Service Management to do their part
as well, e.g. Change Management, Service Desk, and Information Security<br />
<!--[if !supportLineBreakNewLine]--><br />
<!--[endif]--></span></em><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-size: 12pt; line-height: 115%;"><o:p></o:p></span></div>
<h2 style="background: white; margin-top: 0cm; text-indent: 35.4pt;">
<b><span style="color: windowtext; font-family: "Calibri","sans-serif"; font-size: 12.0pt; line-height: 115%; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Process
activities of Access Management</span></b><span style="color: windowtext; font-family: "Calibri","sans-serif"; font-size: 12.0pt; line-height: 115%; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><o:p></o:p></span></h2>
<div style="background: white; line-height: 115%; margin-bottom: .0001pt; margin: 0cm;">
<span style="font-family: "Calibri","sans-serif"; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"> The role of Access Management is to enable
users (and groups of users) with appropriate levels of access to the services
presented in the IT Service Catalogue. <strong>Access</strong> is the term that describes the level
and extent of the service functionality available to the user, and is related
to the user <strong>identity</strong>,
which uniquely distinguishes one individual from another, verifying /
confirming their status within the organization. User <strong>rights</strong> (or <strong>privileges</strong>) refer to actual
settings within a service that are granted to the user or user group, e.g.
read, write, list, execute, delete, change, etc. With all necessary basics
covered, lets look at process activities of the Access Management.</span><span style="font-family: Calibri, sans-serif; line-height: 115%;"> </span></div>
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<br /></div>
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<b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">
Policies and principles of Access Management with basic concepts<br />
<!--[if !supportLineBreakNewLine]--><br />
<!--[endif]--><o:p></o:p></span></b></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> Access Management is the process that enables
users to use the services that are documented in the Service Catalogue. It
comprises the following basic concepts:<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: SymbolMT;">• </span><b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Access </span></b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">refers to
the level and extent of a service’s functionality or data that a user is
entitled to use.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0cm; mso-layout-grid-align: none; text-autospace: none;">
<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: SymbolMT;">• </span><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Identity refers to the information
about them that distinguishes them as an individual and which verifies their
status within the organization. By definition, the Identity of a user is unique
to that user. <o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0cm; mso-layout-grid-align: none; text-autospace: none;">
<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: SymbolMT;">• </span><b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Rights </span></b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">(also
called privileges) refer to the actual settings whereby a user is provided
access to a service or group of services. Typical rights, or levels of access,
include read, write, execute, change, delete.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0cm; mso-layout-grid-align: none; text-autospace: none;">
<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: SymbolMT;">• </span><b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Services or service groups</span></b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">. Most
users do not use only one service, and users performing a similar set of activities
will use a similar set of services. Instead of providing access to each service
for each user separately, it is more efficient to be able to grant each user –
or group of users – Access to the whole set of services that they are entitled
to use at the same time.<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 150%; margin-bottom: .0001pt; margin-bottom: 0cm; mso-layout-grid-align: none; text-autospace: none;">
<span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: SymbolMT;">• </span><b><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;">Directory
Services </span></b><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;">refers to a specific type of tool that is used to manage<o:p></o:p></span></div>
<div class="MsoNormal" style="background: white; line-height: 150%; margin-bottom: .0001pt; margin-bottom: 0cm;">
<span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;">access and rights. <o:p></o:p></span></div>
<div class="MsoNormal" style="background: white; line-height: 150%; margin-bottom: .0001pt; margin-bottom: 0cm;">
<b><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;">Process activities, methods and techniques<o:p></o:p></span></b></div>
<div class="MsoNormal" style="background: white; line-height: 150%; margin-bottom: .0001pt; margin-bottom: 0cm;">
<b><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Tahoma;">1.1) Requesting Access<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0cm; mso-layout-grid-align: none; text-autospace: none;">
<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: CenturySchoolbook;">
This is an excellent place to start defining your Access Management
procedures, as requests to change an access level generally emanate from only a
few, well-defined areas. For instance, the Human Resources system could
generate a standard request for access whenever someone is hired, promoted or
transferred or leaves the company. Other entry points for a request for access
could be a Request for Change (RFC) into the Change Management System (</span><a href="http://wiki.en.it-processmaps.com/index.php/ITIL_Service_Transition"><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: CenturySchoolbook;">Service
Transition</span></a><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: CenturySchoolbook;">) or a Service Request from the Request Fulfilment System (</span><a href="http://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation"><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: CenturySchoolbook;">Service
Operation</span></a><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: CenturySchoolbook;">). You can include the procedure for requesting access as
part of the Service Catalog (</span><a href="http://wiki.en.it-processmaps.com/index.php/ITIL_Service_Design"><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: CenturySchoolbook;">Service
Design</span></a><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: CenturySchoolbook;">).<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0cm; mso-layout-grid-align: none; text-autospace: none;">
<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: CenturySchoolbook;">
In general, the Security policies will define which areas and
departments may request access, and the Access Management process will design
the mechanisms to carry out that request. </span><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">So, if need to sum all the
features of requesting Access we can list them like this. Access (or
restriction) can be requested using one of any number of mechanisms, including:</span><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: CenturySchoolbook;"><o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0cm; mso-layout-grid-align: none; text-autospace: none;">
<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: SymbolMT;">• </span><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">A standard request generated by
the Human Resource system. This is generally done whenever a person is hired,
promoted, transferred or when they leave the company<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 150%; margin-bottom: .0001pt; margin-bottom: 0cm; mso-layout-grid-align: none; text-autospace: none;">
<span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: SymbolMT;">• </span><a href="http://www.knowledgetransfer.net/dictionary/ITIL/en/Request_for_Change.htm"><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;">A Request
for Change</span></a><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;"><o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 150%; margin-bottom: .0001pt; margin-bottom: 0cm; mso-layout-grid-align: none; text-autospace: none;">
<span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: SymbolMT;">• </span><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;">A Service
Request submitted via the Request Fulfilment system<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0cm; mso-layout-grid-align: none; text-align: justify; text-autospace: none;">
<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: SymbolMT;">• </span><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">By
executing a pre-authorized script or option (e.g. downloading an application
from a staging server as and when it is needed).<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0cm; mso-layout-grid-align: none; text-align: justify; text-autospace: none;">
<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> </span><span style="background: white; color: #222222; font-family: "Arial","sans-serif"; font-size: 9.5pt; line-height: 115%;"> </span><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"><o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: 150%; margin-bottom: .0001pt; margin-bottom: 0cm; mso-layout-grid-align: none; text-align: justify; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="background: white; line-height: 150%; margin-bottom: .0001pt; margin-bottom: 0cm; text-align: justify;">
<b><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Tahoma;">1.2) Verification<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0cm; mso-layout-grid-align: none; text-autospace: none;">
<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: CenturySchoolbook;">
The verification activity verifies a request for access to ensure that
the user requesting the access is who he/she says he/she is, and that the user
has a legitimate requirement for the service. There are many methods for
verifying the user’s identity, ranging from low-tech personal recognition to
high-tech biometric data. Establishing the legitimacy of the request requires a
few more verification steps. For instance, you may require the Human Resources
department or the appropriate manager to co-sign requests to add new users. The
</span><a href="https://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/servicetransition/chanage_management/ITIL_a%20guide%20to%20change%20management%20pdf.ashx"><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: CenturySchoolbook;">Change
Management</span></a><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: CenturySchoolbook;"> process should include a review of Access Management rights
as it evaluates RFCs to specify who should have access to the service and
whether existing users are still valid. Depending on the levels of risk to the
organization, the Security policies may define different levels of
verifications to access different services. For example, a request to access
the banking system may carry a much higher level of verification than a request
to add a new employee to the internal network. </span><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Access Management needs to
verify every request for access to an IT service</span><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: CenturySchoolbook;"> </span><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">from two
perspectives:<br />
<!--[if !supportLineBreakNewLine]--><br />
<!--[endif]--></span><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: CenturySchoolbook;"><o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: SymbolMT;">• </span><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;">That the
user requesting access is who they say they are<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: SymbolMT;">• </span><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;">That they
have a legitimate requirement for that service.<o:p></o:p></span></div>
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<br /></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> The first category is usually achieved by
the user providing their username and password. Depending on the organization’s
security policies, the use of the username and password are usually accepted as
proof that the person is a legitimate user. However, for more sensitive services
further identification may be required (biometric, use of an electronic access
key or encryption device, etc.). The second category will require some
independent verification, other than the user’s request. For example: <o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: SymbolMT;">• </span><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;">Notification
from Human Resources that the person is a new employee and requires both a
username and access to a standard set of services<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: SymbolMT;">• </span><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;">Notification
from Human Resources that the user has been promoted and requires access to
additional resources<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: SymbolMT;">• </span><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;">Authorization
from an appropriate (defined in the process) manager<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: SymbolMT;">• </span><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;">Submission
of a </span><a href="http://www.knowledgetransfer.net/dictionary/ITIL/en/Service_Request.htm"><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;">Service
Request</span></a><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;"> (with supporting evidence) through the </span><a href="http://www.knowledgetransfer.net/dictionary/ITIL/en/Service_Desk.htm"><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;">Service
Desk</span></a><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;"><o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: SymbolMT;">• </span><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;">Submission
of an RFC (with supporting evidence) through Change Management, or execution of
a pre-defined </span><a href="http://itsmtransition.com/2014/03/name-difference-standard-normal-changes-itil/"><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;">Standard
Change</span></a><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;"><o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: SymbolMT;">• </span><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;">A policy
stating that the user may have access to an optional service if they need it.<o:p></o:p></span></div>
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</div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"><br />
For new services the </span><a href="http://wiki.en.it-processmaps.com/index.php/Checklist_Change_Record"><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Change
Record</span></a><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> should specify which users or groups of users will have access to the
Service. Access Management will then check to see that all the users are still
valid and automatically provide access as specified in the RFC. <o:p></o:p></span></div>
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<i><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;">Contractor employees requiring Access
to the Portal. In this example, the contractor user initiates a request for
Access to the Enterprise Portal.<o:p></o:p></span></i></div>
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<b><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Tahoma;">1.3) Providing Rights<o:p></o:p></span></b></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: CenturySchoolbook;">
Once it has verified a user, Access Management provides the appropriate
rights to him/her. However, Access Management should also be on the lookout for
any </span><a href="http://www.techrepublic.com/blog/tech-decision-maker/itil-role-conflicts-and-synergies/"><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: CenturySchoolbook;">role
conflict</span></a><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: CenturySchoolbook;">s <o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: CenturySchoolbook;">that might occur. For example, two separate
accesses might be granted by different requesters to a single contract worker –
one authorizing him to log time sheets for a project and the other authorizing
him to approve all payment on work for the same project. In addition, large organizations
may have many roles and groups, and sometimes a user may end up with mutually
exclusive roles. Access Management does not fix role conflicts or duplications
itself, but it informs the originators of the access requests about the issues.
Again, the Security policy defines the rights that should be available to an
individual, and Access Management grants rights based on this information. The
Security team and the Access Management team must work together to build awareness
within Access Management regarding potential role conflicts and mutual
exclusions.<o:p></o:p></span><span style="font-family: Calibri, sans-serif; font-size: 16px; line-height: 18.3999996185303px; text-align: center;"> As soon as a user has been verified, Access Management will provide that user with rights to use the requested service. In most cases this will result in a request to every team or department involved in supporting that service to take the necessary action. If possible, these tasks should be automated.</span></div>
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<span style="font-family: "Calibri","sans-serif"; font-size: 12.0pt; line-height: 115%; mso-ansi-language: TR; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Arial; mso-bidi-language: AR-SA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><br /></span></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> The more roles and groups that exist, the
more likely that <b>Role Conflict</b> will
arise. Role Conflict in this context refers to a situation where two specific
roles or groups, if assigned to a single user, will create issues with
separation of duties or conflict of interest. Role Conflict can be avoided by
careful creation of roles and groups, but more often they are
caused by policies and decisions
made outside of </span><a href="http://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation"><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Service Operation</span></a><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> – either by the business or by </span><span style="font-family: "Arial","sans-serif"; font-size: 9.5pt; line-height: 115%;"><o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">different project teams working during Service
Design. In each case the conflict must be documented and escalated to the
stakeholders to resolve. Whenever roles and groups are defined, it is possible
that they could be defined too broadly or too narrowly. There will always be
users who need something slightly different from the pre-defined roles. In these
cases, it is possible to use standard roles and then add or subtract specific
rights as required – similar to the concept of Baselines and Variants in </span><a href="http://en.wikipedia.org/wiki/Configuration_Management_%28ITSM%29"><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Configuration
Management</span></a><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> (see Service<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Transition publication). However, the decision to
do this is not in the hands of individual operational staff members. Each exception
should be coordinated by Access Management and approved through the originating
process. Access Management should perform a regular review of the roles and
groups that it has created and manage to ensure that they are appropriate for
the services that IT delivers and supports – and obsolete or unwanted
roles/groups should be removed.<o:p></o:p></span></div>
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<br /></div>
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<b><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Tahoma;">1.4) Monitoring Identity Status<o:p></o:p></span></b></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: CenturySchoolbook;">
One of the problems with many manual Access Management systems in use
today is that there is no easy way to monitor when a user changes roles or
Identity Status. Typical events that trigger a change in Identity Status are
job changes, promotions or demotions, transfers, resignation or death,
retirement, disciplinary action, dismissals. By identifying trigger events
similar to the above, it is possible to seek Access Management tools that will
automate the Access Management process and provide an audit trail. Security
policies define such trigger events, and Access Management builds ways to
capture them.<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">As users work in the organization, their roles change
and so also do their needs to access services. Examples of changes include:<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: SymbolMT;">• </span><b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Job changes. </span></b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">In this
case the user will possibly need access to different or additional services.<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: SymbolMT;">• </span><b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Promotions or demotions. </span></b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">The user
will probably use the same set of services, but will need access to different
levels of functionality or data.<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: SymbolMT;">• </span><b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Transfers. </span></b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">In this
situation, the user may need access to exactly the same set of services, but in
a different region with different working practices and different sets of data.<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: SymbolMT;">• </span><a href="https://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/service_operation/access_management/ITIL_a%20guide%20to%20access%20management%20pdf.ashx"><b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Resignation
or death</span></b></a><b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">. </span></b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Access needs to be completely
removed to prevent the username being used as a security loophole <o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: SymbolMT;">• </span><b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Retirement. </span></b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">In many
organizations, an employee who retires may still have access to a limited set
of services, including benefits systems or systems that allow them to purchase
company products at a reduced rate.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0cm; mso-layout-grid-align: none; text-autospace: none;">
<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: SymbolMT;">• </span><b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Disciplinary action. </span></b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">In some
cases the organization will require a temporary restriction to prevent the user
from accessing some or all of the services that they would normally have access
to. There should be a feature in the process and tools to do this, rather than
having to delete and reinstate the user’s access rights.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0cm; mso-layout-grid-align: none; text-autospace: none;">
<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: SymbolMT;">• </span><b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Dismissals. </span></b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Where an
employee or contractor is dismissed, or where legal action is taken against a
customer (for example for defaulting on payment for products purchased on the
Internet), access should be revoked immediately. In addition, Access
Management, working together with Information Security Management, should take
active measures to prevent and detect malicious action against the organization
from that user.<o:p></o:p></span></div>
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<br /></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-ascii-font-family: Calibri; mso-bidi-font-family: Arial; mso-hansi-font-family: Calibri;">Access Management should understand and document the typical </span><a href="http://www.itservicemanagement-itil.com/it-service-management-cat/itil-v3-life-cycle/itil-v3-service-life-cycle/"><span style="font-size: 12.0pt; line-height: 115%; mso-ascii-font-family: Calibri; mso-bidi-font-family: Arial; mso-hansi-font-family: Calibri;">User Lifecycle</span></a><span style="font-size: 12.0pt; line-height: 115%; mso-ascii-font-family: Calibri; mso-bidi-font-family: Arial; mso-hansi-font-family: Calibri;"> for each type of
user and use it to automate the process. Access Management tools should provide
features that enable a user to be moved from one state to another, or from one
group to another, easily and with an audit trail.<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-ascii-font-family: Calibri; mso-bidi-font-family: Arial; mso-hansi-font-family: Calibri;"> </span><span style="background: white; color: #222222; font-family: "Arial","sans-serif"; font-size: 9.5pt; line-height: 115%;"> </span><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"><o:p></o:p></span></div>
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<b><span style="font-size: 14.0pt; line-height: 150%; mso-ascii-font-family: Calibri; mso-bidi-font-family: Tahoma; mso-hansi-font-family: Calibri;">1.5) Logging and Tracking Access <o:p></o:p></span></b></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-ascii-font-family: Calibri; mso-bidi-font-family: CenturySchoolbook; mso-hansi-font-family: Calibri;"> All Technical
and </span><a href="http://wiki.en.it-processmaps.com/index.php/ITIL_Application_Management"><span style="font-size: 12.0pt; line-height: 115%; mso-ascii-font-family: Calibri; mso-bidi-font-family: CenturySchoolbook; mso-hansi-font-family: Calibri;">Application
Management</span></a><span style="font-size: 12.0pt; line-height: 115%; mso-ascii-font-family: Calibri; mso-bidi-font-family: CenturySchoolbook; mso-hansi-font-family: Calibri;">
monitoring activities should include reviews of Access rights and utilization
to ensure that the rights are being properly used. The review should direct all
exceptions to </span><a href="http://en.wikipedia.org/wiki/Incident_management_%28ITSM%29"><span style="font-size: 12.0pt; line-height: 115%; mso-ascii-font-family: Calibri; mso-bidi-font-family: CenturySchoolbook; mso-hansi-font-family: Calibri;">Incident
Management</span></a><span style="font-size: 12.0pt; line-height: 115%; mso-ascii-font-family: Calibri; mso-bidi-font-family: CenturySchoolbook; mso-hansi-font-family: Calibri;">
for investigation. Of course, it may be <o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-ascii-font-family: Calibri; mso-bidi-font-family: CenturySchoolbook; mso-hansi-font-family: Calibri;">necessary to restrict the view of the </span><a href="http://wiki.en.it-processmaps.com/index.php/Checklist_Incident_Record"><span style="font-size: 12.0pt; line-height: 115%; mso-ascii-font-family: Calibri; mso-bidi-font-family: CenturySchoolbook; mso-hansi-font-family: Calibri;">Incident
Record</span></a><span style="font-size: 12.0pt; line-height: 115%; mso-ascii-font-family: Calibri; mso-bidi-font-family: CenturySchoolbook; mso-hansi-font-family: Calibri;">
to only those people with a right to<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-ascii-font-family: Calibri; mso-bidi-font-family: CenturySchoolbook; mso-hansi-font-family: Calibri;">know as it could reveal vulnerabilities in the
organization’s security tools or policies.<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-ascii-font-family: Calibri; mso-bidi-font-family: CenturySchoolbook; mso-hansi-font-family: Calibri;">Furthermore, Access Management may provide access records to
assist corporate investigations into user activity. The Security group develops
the requirements for monitoring and tracking, and Access Management develops
the pursuant capabilities.<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-ascii-font-family: Calibri; mso-bidi-font-family: Arial; mso-hansi-font-family: Calibri;">Access Management should not only respond to requests. It is also
responsible for ensuring that the rights that they have provided are being
properly used. In this respect, Access Monitoring and Control must be included
in the monitoring activities of all Technical and Application Management
functions and all </span><a href="http://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation"><span style="font-size: 12.0pt; line-height: 115%; mso-ascii-font-family: Calibri; mso-bidi-font-family: Arial; mso-hansi-font-family: Calibri;">Service Operation</span></a><span style="font-size: 12.0pt; line-height: 115%; mso-ascii-font-family: Calibri; mso-bidi-font-family: Arial; mso-hansi-font-family: Calibri;"> processes. Exceptions
should</span><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> be handled by Incident Management, possibly using Incident Models
specifically designed to deal with abuse of access rights. It should be noted
that the visibility of such actions should be restricted. Making this information
available to all who have access to the Incident Management system will expose
vulnerabilities.<br />
<!--[if !supportLineBreakNewLine]--><br />
<!--[endif]--><o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> </span><a href="https://www.bsi.bund.de/cae/servlet/contentblob/471428/publicationFile/28221/standard_100-1_e_pdf.pdf"><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Information
Security Management</span></a><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> plays a vital role in detecting unauthorized access
and comparing it with the rights that were provided by Access Management. This
will require Access Management involvement in defining the parameters for use
in Intrusion Detection tools. Access Management may also be required to provide
a record of access for specific Services during forensic investigations. If a
user is suspected of breaches of policy, inappropriate use of resources, or
fraudulent use of data, Access Management may be required to provide evidence
of dates, times and even content of that user’s access to specific Services.
This is normally provided by the Operational staff of that service, but working
as part of the Access Management process.<o:p></o:p></span></div>
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<br /></div>
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<b><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Tahoma;">1.6) Removing or Restricting Rights<o:p></o:p></span></b></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: CenturySchoolbook;">
Users do not stay in the same jobs or roles forever, and neither should
their access rights. This is another place to set up standard procedures and
policies to more easily identify events requiring the removal or restriction of
rights. Some examples are death, resignation, dismissal, changed user roles,
and physical moves to areas with different access rights. Based <o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: CenturySchoolbook;">on such changes in User status or
access requirements, Access Management adjusts Access rights according to Security
policy.<o:p></o:p></span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjXo6ESK0lQL-6iVbGsjGWb0zNHP1WT_KsEhhoZU8FX5Decf53WBewCibFUsG5e-qnbZJRKc_hICoOdeQ-aLtIaeWjClGIUfsH1AX1IfJZjwVPpKi8Yt0xgQNZxuG24tHte7oUTEE0VwJE/s1600/7.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="307" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjXo6ESK0lQL-6iVbGsjGWb0zNHP1WT_KsEhhoZU8FX5Decf53WBewCibFUsG5e-qnbZJRKc_hICoOdeQ-aLtIaeWjClGIUfsH1AX1IfJZjwVPpKi8Yt0xgQNZxuG24tHte7oUTEE0VwJE/s320/7.png" width="320" /></a></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> Just as Access Management provides rights to
use a Service, it is also responsible for revoking those rights. Again, this is
not a decision that it makes on its own. Rather, it will execute the decisions
and policies made during </span><a href="http://wiki.en.it-processmaps.com/index.php/ITIL_Service_Design"><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Service Strategy
and Design</span></a><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> and also decisions made by managers in the organization. Removing
access is usually done in the following circumstances:<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: SymbolMT;">• </span><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;">Death<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: SymbolMT;">• </span><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;">Resignation<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: SymbolMT;">• </span><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;">Dismissal<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: SymbolMT;">• </span><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;">When the
user has changed roles and no longer requires access to the service<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: SymbolMT;">• </span><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;">Transfer
or travel to an area where different regional access applies.<o:p></o:p></span></div>
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<span style="font-size: 12pt; line-height: 115%;"> You
can see the Access Management process flow in detail by clicking </span><a href="https://teekaleone.files.wordpress.com/2013/12/amprocessflow_teekaleone.jpg"><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: "TheSans B4 SemiLight";">the
link</span></a><span style="font-size: 12pt; line-height: 115%;"> (It was not put in this document because
it is a quite large image to see details here)<o:p></o:p></span></div>
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<b><span style="font-size: 12pt; line-height: 150%;">2) Request Fulfilment<o:p></o:p></span></b></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;"> To understand this field we
need to describe what is a service request before getting started. Then we will
know what we need to do and actually what we fulfill when we receive a request.
After all we need to explain what is an “incident” and “request”. </span><span style="font-size: 12.0pt; line-height: 115%;">Incidents and Requests are often lumped together in the
Service Desk as “calls” or “tickets”. And to some degree, they are both very
similar – but Requests tend to get lost among the urgency of Incidents, and the
result is unhappy customers. How are the two different?<o:p></o:p></span></div>
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<span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #222222; font-family: Arial, sans-serif; font-size: 9.5pt; line-height: 115%;"> </span><span style="font-size: 12.0pt; line-height: 115%;"><o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 115%;"><br />
</span><a href="http://www.knowledgetransfer.net/dictionary/ITIL/en/Incident.htm"><i><span style="border: none windowtext 1.0pt; font-size: 12.0pt; line-height: 115%; mso-border-alt: none windowtext 0cm; padding: 0cm;">Incident</span></i></a><span class="apple-converted-space"><span style="font-size: 12.0pt; line-height: 115%;"> </span></span><span style="font-size: 12.0pt; line-height: 115%;">– an unplanned interruption to a
service. (something was or should be working but is not.) <br />
</span><a href="http://www.knowledgetransfer.net/dictionary/ITIL/en/Service_Request.htm"><span style="border: none windowtext 1.0pt; font-size: 12.0pt; line-height: 115%; mso-border-alt: none windowtext 0cm; padding: 0cm;">Request</span></a><span class="apple-converted-space"><span style="font-size: 12.0pt; line-height: 115%;"> </span></span><span style="font-size: 12.0pt; line-height: 115%;">– customer requires a service they
currently do not have. Request are often for small changes that are done
frequently and have low risk. Things like access to a resource, applications or
server – new or replacement computer hardware, mobility, and remote access
tokens.<o:p></o:p></span></div>
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<span style="font-family: "Calibri","sans-serif"; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"> The term service request is used as a
generic description for many, varying types of request from users that are made
to the IT department. Many of these service requests are actually small changes
– low risk, frequently occurring, low cost, etc. Examples of service requests
include a request to install an additional software application onto a
particular workstation, a request to relocate some items of desktop equipment
or maybe just a question requiring information. Their size, frequency and low
risk nature means that they are more appropriately handled by a separate
process, rather than being allowed to congest the normal incident and change
management processes. This process is request fulfilment. <b>The
purpose and scope of request fulfilment</b>: Request fulfilment is the process
of dealing with service requests from the users. The objectives of the request
fulfilment process include: To provide a channel for users to request and
receive standard services for which a pre-defined approval and qualification
process exists. To provide information to users and customers about the
availability of services and the procedure for obtaining them. To source and
deliver the components of requested standard services (e.g. licences and
software media). <o:p></o:p></span></div>
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<b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Process Activities, Methods and Techniques </span></b><b><span style="font-size: 12.0pt; line-height: 115%;">of Request Fulfilment</span></b><b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"><br />
</span></b><b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Tahoma;">2.1)MenuSelection<br />
</span></b><span style="font-size: 12.0pt; line-height: 115%;">Service requests can be requested by users via the
Service Desk; however, request fulfilment offers the opportunity to use self
help practices where users can generate a service request themselves using
technology that links into service management tools. Users should be offered a
menu type selection via a web interface, so that they can select and input
details of service requests from a pre-defined list. <br />
</span><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Specialist web tools to offer this
type of ‘shopping basket’ experience can be used together with interfaces
directly to the back-end integrated ITSM tools, or other more general business
process automation or </span><a href="http://www.webopedia.com/TERM/E/ERP.html"><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Enterprise
Resource Planning</span></a><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> (ERP) tools that may be used for management of the
Request</span><span style="font-size: 12.0pt; line-height: 115%;"> </span><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Fulfilment
activities.<o:p></o:p></span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgjEbZrMUFKjIftdqGg6633R3NSxWybRqaEcyXqHtqb-bmf96V09Rpiu8fpup68ggCXByUU4vv81jyIWkni6Lrt_SLseo2GZ_ovuk32ZFDi0Y1AvhJBXXoRdvxnAMiQsL_8PG9SZVEZrHo/s1600/8.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgjEbZrMUFKjIftdqGg6633R3NSxWybRqaEcyXqHtqb-bmf96V09Rpiu8fpup68ggCXByUU4vv81jyIWkni6Lrt_SLseo2GZ_ovuk32ZFDi0Y1AvhJBXXoRdvxnAMiQsL_8PG9SZVEZrHo/s1600/8.png" /></a></div>
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<b><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Tahoma;">2.2) Financial Approval<o:p></o:p></span></b></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> One
important extra step that is likely to be needed when dealing with a service<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">request is that of financial approval. Most
requests will have some form of financial implications, regardless of the type
of commercial arrangements in place. The cost of</span><span style="font-family: "Arial","sans-serif"; font-size: 12.0pt; line-height: 115%;"> </span><b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"><o:p></o:p></span></b></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">fulfilling the request must first be established.
It may be possible to agree fixed prices for ‘standard’ requests – and prior
approval for such requests may be given as part of the organization’s overall
annual financial management. In all other cases, an estimate of the cost must be
produced and submitted to the user for financial approval (the user may need to
seek approval up their management/financial chain). If approval is given, in
addition to fulfilling the request, the process must also include charging (billing
or cross-charging) for the work done – if charging is in place.</span><b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Tahoma;"> </span></b><span style="font-size: 12.0pt; line-height: 115%;">Some service requests may need an
additional step to add financial approval. <o:p></o:p></span></div>
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<b><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Tahoma;"><br />
2.3) Other Approval</span></b><span style="font-size: 12.0pt; line-height: 150%; mso-bidi-font-family: Arial;"><o:p></o:p></span></div>
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<span style="font-family: "Calibri","sans-serif"; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"> Some service requests may need further
approval such as compliance related or wider business approval. Request
fulfilment must have the ability to define and check such approvals where
needed. <o:p></o:p></span></div>
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<b><span style="font-size: 14.0pt; line-height: 150%; mso-bidi-font-family: Tahoma;">2.4) Fullfillment<o:p></o:p></span></b></div>
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<span style="font-family: "Calibri","sans-serif"; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"> The
actual fulfilment activity/activities will depend upon the nature of the service
request. Some simpler requests may be completed by the </span><a href="http://en.wikipedia.org/wiki/Service_desk_%28ITSM%29"><span style="font-family: "Calibri","sans-serif"; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Service Desk</span></a><span style="font-family: "Calibri","sans-serif"; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">, acting as first line support, while others
will have to be forwarded to specialist groups and/or suppliers for fulfilment.<br />
</span><span style="font-family: "Calibri","sans-serif"; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Arial; mso-hansi-theme-font: minor-latin;">Some organizations may have specialist
fulfilment groups (to ‘pick, pack and dispatch’) – or may have outsourced some
fulfilment activities to a third-party supplier(s). The Service Desk should
monitor and chase progress and keep</span><span style="font-family: "Calibri","sans-serif"; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"> </span><span style="font-family: "Calibri","sans-serif"; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Arial; mso-hansi-theme-font: minor-latin;">users informed
throughout, regardless of the actual fulfilment source.</span><span style="font-family: "Calibri","sans-serif"; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><o:p></o:p></span></div>
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<b><span style="font-size: 14.0pt; line-height: 150%; mso-bidi-font-family: Tahoma;">2.5)
Closure<o:p></o:p></span></b></div>
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<span style="font-size: 12.0pt; line-height: 115%;">
When the service request has been fulfilled it must be referred back to
the Service Desk for closure. The Service Desk should check that the user is
satisfied with the outcome before closure takes place<br />
<!--[if !supportLineBreakNewLine]--><br />
<!--[endif]--><o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0cm; mso-layout-grid-align: none; text-autospace: none;">
<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> Most
requests will be triggered through either a user calling the Service Desk or a
user completing some form of self-help web-based input screen to make their request.
The latter will often involve a selection from a portfolio of available request
types. The primary interfaces with Request Fulfilment include:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0cm; mso-layout-grid-align: none; text-autospace: none;">
<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: SymbolMT;">• </span><b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Service Desk/</span></b><b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Incident Management: </span></b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Many Service Requests may come in via the Service
Desk and may be initially handled through the </span><a href="http://en.wikipedia.org/wiki/Incident_management_%28ITSM%29"><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Incident Management</span></a><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> process.
Some organizations may choose that all requests are handled via this route –
but others may choose to have a separate process, for reasons already discussed
earlier in this chapter.<o:p></o:p></span></div>
<div class="separator" style="clear: both; text-align: center;">
</div>
<div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0cm; mso-layout-grid-align: none; text-autospace: none;">
<span style="font-size: 12pt; line-height: 115%;"> You can see the Request Fulfilment
process flow in detail by clicking </span><a href="http://wiki.en.it-processmaps.com/images/e/eb/Request-fulfilment.jpg"><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: "TheSans B4 SemiLight";">the
link</span></a><span style="font-size: 12pt; line-height: 115%;"> (It was not put in this document because
it is a quite large image to see details here)<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0cm; mso-layout-grid-align: none; text-autospace: none;">
<span style="font-size: 12pt; line-height: 115%;"><br /></span></div>
<div class="MsoNormal" style="margin-left: 106.2pt; text-indent: 35.4pt;">
<a href="https://www.blogger.com/null" name="EventManagement"><b><span lang="EN-US" style="font-size: 14pt; line-height: 115%;">Event Management<o:p></o:p></span></b></a></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">Significance for the management of the </span><a href="http://www.techopedia.com/definition/29199/it-infrastructure"><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">IT Infrastructure</span></a><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;"> </span><span lang="EN-US" style="font-size: 12pt;">or the delivery of </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;"><a href="http://searchcio.techtarget.com/definition/ITSM">IT<o:p></o:p></a></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span class="MsoHyperlink"><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;"><a href="http://searchcio.techtarget.com/definition/ITSM">service</a></span></span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;"> </span><span lang="EN-US" style="font-size: 12pt;">and </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">evaluation </span><span lang="EN-US" style="font-size: 12pt;">of the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">impact </span><span lang="EN-US" style="font-size: 12pt;">a deviation
might cause to the services.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">Events are typically notifications created by an IT service, </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Configuration Item </span><span lang="EN-US" style="font-size: 12pt;">(CI) or </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">monitoring </span><span lang="EN-US" style="font-size: 12pt;">tool.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">Effective </span><a href="http://www.pc-freak.net/files/ITIL_v3_books/ITIL%20v3-Service%20Operation.pdf"><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Service Operation</span></a><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;"> </span><span lang="EN-US" style="font-size: 12pt;">is dependent on knowing the status of the
infrastructure and detecting any deviation from normal or expected </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">operation</span><span lang="EN-US" style="font-size: 12pt;">. This
is provided by good </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">monitoring </span><span lang="EN-US" style="font-size: 12pt;">and </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">control
system</span><span lang="EN-US" style="font-size: 12pt;">s, which are based on two types of
tools:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Active
monitoring </span><span lang="EN-US" style="font-size: 12pt;">tools that poll key CIs to determine
their status and </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">availability</span><span lang="EN-US" style="font-size: 12pt;">. Any exceptions will generate an </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">alert </span><span lang="EN-US" style="font-size: 12pt;">that needs to
be communicated to the appropriate tool or team for action<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Passive
monitoring </span><span lang="EN-US" style="font-size: 12pt;">tools that detect and correlate </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">operational </span><span lang="EN-US" style="font-size: 12pt;">alerts
or communications generated by CIs.<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="margin: 0cm 0cm 0.0001pt 35.4pt; text-indent: 35.4pt;">
<b><span lang="EN-US" style="font-size: 12pt;">Purpose/goal/objective<o:p></o:p></span></b></div>
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<span lang="EN-US" style="font-size: 12pt;">The ability to detect events, make sense of them and
determine the appropriate control action is provided by </span><a href="file:///C:/Users/adm%C4%B1n/Desktop/finito.docx#EventManagement"><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Event Management</span></a><span lang="EN-US" style="font-size: 12pt;">. Event Management is therefore the basis for Operational Monitoring and
Control. In addition, if these events are programmed to communicate operational
information as well as warnings and exceptions, they can be used as a basis for
automating many routine </span><a href="http://www.pc-freak.net/files/ITIL_v3_books/ITIL%20v3-Service%20Operation.pdf"><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Operations Management</span></a><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;"> </span><span lang="EN-US" style="font-size: 12pt;">activities, for example executing scripts on remote
devices, or submitting jobs for processing, or even dynamically balancing the
demand for a </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">service </span><span lang="EN-US" style="font-size: 12pt;">across multiple devices to enhance </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">performance</span><span lang="EN-US" style="font-size: 12pt;">.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">Event Management therefore provides the entry point
for the execution of many </span><a href="http://wiki.servicenow.com/index.php?title=ITIL#Service_Operation"><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Service Operation</span></a><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;"> </span><span lang="EN-US" style="font-size: 12pt;">processes and activities. </span><span lang="EN-US" style="background: white; color: #4c4c4c; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;"><o:p></o:p></span></div>
<div class="MsoNormal" style="margin: 0cm 0cm 0.0001pt 35.4pt; text-indent: 35.4pt;">
<b><span lang="EN-US" style="font-size: 12pt;">Scope<o:p></o:p></span></b></div>
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<span lang="EN-US" style="font-size: 12pt;">Event Management can be applied to any aspect of </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Service Management </span><span lang="EN-US" style="font-size: 12pt;">that needs to be controlled and which can be automated. These include:<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;"> • </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Configuration Item</span><span lang="EN-US" style="font-size: 12pt;">s:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Some CIs will be included because their </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">status </span><span lang="EN-US" style="font-size: 12pt;">needs to change
frequently and Event Management can be used to automate this and update the CMS
(e.g. the updating of a file </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">server</span><span lang="EN-US" style="font-size: 12pt;">).<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Security</span><span lang="EN-US" style="font-size: 12pt;"> (e.g. intrusion detection)<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Normal </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">activity</span><span lang="EN-US" style="font-size: 12pt;"> (e.g. tracking the use of an application or the
performance<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">of a server).<o:p></o:p></span></div>
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<b><span lang="EN-US" style="font-size: 12pt;">The difference between </span></b><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">monitoring </span><b><span lang="EN-US" style="font-size: 12pt;">and </span></b><a href="file:///C:/Users/adm%C4%B1n/Desktop/finito.docx#EventManagement"><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Event Management</span></a><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;"><o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">These two areas are very closely related, but slightly different in
nature. Event Management is focused on generating and detecting meaningful
notifications about the status of the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">IT
Infrastructure </span><span lang="EN-US" style="font-size: 12pt;">and services.<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">While it is true that monitoring is required to detect and track these
notifications, monitoring is broader than Event Management. <o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="margin: 0cm 0cm 0.0001pt 35.4pt; text-indent: 35.4pt;">
<b><span lang="EN-US" style="font-size: 12pt;">Value to Business<o:p></o:p></span></b></div>
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<span lang="EN-US" style="font-size: 12pt;">Event Management’s value to the business is generally
indirect; however, it is possible to determine the basis for its value as
follows:<o:p></o:p></span></div>
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<br /></div>
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<br /></div>
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<span lang="EN-US" style="font-size: 12pt;">• Event Management provides mechanisms for early </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">detection </span><span lang="EN-US" style="font-size: 12pt;">of </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">incident</span><span lang="EN-US" style="font-size: 12pt;">s.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">In many cases it is possible for the incident to be detected and
assigned to the appropriate group for action before any actual </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">service </span><span lang="EN-US" style="font-size: 12pt;">outage occurs.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Event Management makes it possible for some types of
automated </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">activity </span><span lang="EN-US" style="font-size: 12pt;">to be monitored by exception – thus removing the need for expensive and </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">resource </span><span lang="EN-US" style="font-size: 12pt;">intensive
real-time monitoring, while reducing </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">downtime</span><span lang="EN-US" style="font-size: 12pt;">.<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="margin: 0cm 0cm 0.0001pt 35.4pt; text-indent: 35.4pt;">
<b><span lang="EN-US" style="font-size: 12pt;">Policies/principles/basic concepts<o:p></o:p></span></b></div>
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<span lang="EN-US" style="font-size: 12pt;">There are many different types of events, for example:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Events that signify regular operation:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• notification that a scheduled </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">workload </span><span lang="EN-US" style="font-size: 12pt;">has
completed<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Event</span><span lang="EN-US" style="font-size: 12pt;">s that signify an exception<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• a PC scan reveals the installation of unauthorized
software.<o:p></o:p></span></div>
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<br /></div>
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</div>
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<b><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Process
activities, methods and techniques<o:p></o:p></span></b></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEghrylGBuUfAhrykwhYp3mROcb4mWJEQ3g_JK96ieew6_yLPuigWU70FgDVUdbWdj8-UK-VpPgmTAvlzWXIwY7HUphqFBsZZndXxE-95tno-CulJeI-4nAEk4ceIw8rRMhTNgSKFaWS8ls/s1600/9.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEghrylGBuUfAhrykwhYp3mROcb4mWJEQ3g_JK96ieew6_yLPuigWU70FgDVUdbWdj8-UK-VpPgmTAvlzWXIwY7HUphqFBsZZndXxE-95tno-CulJeI-4nAEk4ceIw8rRMhTNgSKFaWS8ls/s1600/9.png" /></a></div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
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<span lang="EN-US" style="font-size: 12pt;">This figure is a high-level and generic representation
of </span><a href="file:///C:/Users/adm%C4%B1n/Desktop/finito.docx#EventManagement"><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Event Management</span></a><span lang="EN-US" style="font-size: 12pt;">. It should be
used as a reference and definition point, rather than an actual Event
Management flowchart. Each </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">activity </span><span lang="EN-US" style="font-size: 12pt;">in this </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">process </span><span lang="EN-US" style="font-size: 12pt;">is described below.<o:p></o:p></span></div>
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<br /></div>
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<b><span lang="EN-US" style="font-size: 12pt;">Event occurs<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Event</span><span lang="EN-US" style="font-size: 12pt;">s occur continuously, but not all of
them are detected or registered. It is therefore important that everybody
involved in designing, developing, managing and supporting </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">IT service</span><span lang="EN-US" style="font-size: 12pt;">s and
the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">IT Infrastructure </span><span lang="EN-US" style="font-size: 12pt;">that they run on understands what types of event need
to be detected.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<b><span lang="EN-US" style="font-size: 12pt;">Event notification<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">Most CIs are designed to communicate certain information about
themselves in one of two ways:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• A device is interrogated by a management tool, which
collects certain targeted data. This is often referred to as polling.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">Many CIs are configured to generate a standard set of
events, based on the designer’s experience of what is required to </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">operate </span><span lang="EN-US" style="font-size: 12pt;">the CI, with
the ability to generate additional types of event by ‘turning on’ the relevant
event generation mechanism. For other CI types, some form of ‘agent’ software
will have to be installed in order to initiate the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">monitoring</span><span lang="EN-US" style="font-size: 12pt;">. Often this monitoring feature is
free, but sometimes there is a </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">cost </span><span lang="EN-US" style="font-size: 12pt;">to the licensing of the tool.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">In an ideal world, the </span><a href="http://en.wikipedia.org/wiki/Service_design"><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Service
Design process</span></a><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;"> </span><span lang="EN-US" style="font-size: 12pt;">should define which events need to be generated and then specify how
this can be done for each type of CI. During </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Service Transition</span><span lang="EN-US" style="font-size: 12pt;">, the event
generation options would be set and tested.<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<b><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Event detection<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Once an Event notification has been generated, it will be detected by an
agent running on the same system, or transmitted directly to a management tool
specifically designed to read and interpret the meaning of the event.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<b><span lang="EN-US" style="font-size: 12pt;">Event filtering<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">The purpose of filtering is to decide whether to
communicate the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">event </span><span lang="EN-US" style="font-size: 12pt;">to a management tool or to ignore it. If ignored, the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">event </span><span lang="EN-US" style="font-size: 12pt;">will usually be
recorded in a log file on the device, but no further action will be taken.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">The reason for filtering is that it is not always possible to turn </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Event </span><span lang="EN-US" style="font-size: 12pt;">notification
off, even though a decision has been made that it is not necessary to generate
that type of </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">event</span><span lang="EN-US" style="font-size: 12pt;">. It may also be decided that only the first in a series of repeated </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Event </span><span lang="EN-US" style="font-size: 12pt;">notifications
will be transmitted.<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<b><span lang="EN-US" style="font-size: 12pt;">Significance of events<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">Every </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">organization </span><span lang="EN-US" style="font-size: 12pt;">will have its own categorization of the significance
of an </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">event</span><span lang="EN-US" style="font-size: 12pt;">, but it is suggested that at least these three broad categories be
represented:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<br /></div>
<div align="right" class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: right;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• <b>Informational: </b>This refers to an </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">event </span><span lang="EN-US" style="font-size: 12pt;">that does not
require any action and does not represent an exception. They are typically
stored in the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">system </span><span lang="EN-US" style="font-size: 12pt;">or </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">service </span><span lang="EN-US" style="font-size: 12pt;">log files and kept for a predetermined period.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">Informational </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">event</span><span lang="EN-US" style="font-size: 12pt;">s are typically used to check on the status of a
device or service, or to confirm the successful completion of an </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">activity</span><span lang="EN-US" style="font-size: 12pt;">.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">Informational </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">event</span><span lang="EN-US" style="font-size: 12pt;">s can also be used to generate statistics (such as the
number of </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">user</span><span lang="EN-US" style="font-size: 12pt;">s logged on to an </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">application </span><span lang="EN-US" style="font-size: 12pt;">during a certain period) and as input into
investigations (such as which jobs completed successfully before the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">transaction </span><span lang="EN-US" style="font-size: 12pt;">processing
queue hung). Examples of informational </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">event</span><span lang="EN-US" style="font-size: 12pt;">s include:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• A user logs onto an </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">application<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• A job in the batch queue completes successfully<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• A device has come online<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• A transaction is completed successfully. <br />
<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• <b>Warning: </b>A warning is an </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">event </span><span lang="EN-US" style="font-size: 12pt;">that is
generated when a service or device is approaching a </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">threshold</span><span lang="EN-US" style="font-size: 12pt;">. Warnings are intended to notify
the appropriate person, </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">process </span><span lang="EN-US" style="font-size: 12pt;">or tool so that the situation can be checked and the
appropriate action taken to pr</span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">event </span><span lang="EN-US" style="font-size: 12pt;">an exception. Warnings are not typically raised for a
device </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">failure</span><span lang="EN-US" style="font-size: 12pt;">. <o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">Although there is some debate about whether the
failure of a redundant evidence is a warning or an exception (since the service
is still available). A good rule is that every failure should be treated as an
exception, since the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">risk </span><span lang="EN-US" style="font-size: 12pt;">of an </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">incident </span><span lang="EN-US" style="font-size: 12pt;">impacting the business is much greater. Examples of
warnings are:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Memory utilization on a server is currently at 65%
and increasing. If<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">it reaches 75%, </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">response time</span><span lang="EN-US" style="font-size: 12pt;">s will be unacceptably long and the<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">OLA for that department will be breached.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• The collision rate on a network has increased by 15%
over the past The collision rate on a network has increased by 15% over the
past hour.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• <b>Exception: </b>An exception means that a </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">service </span><span lang="EN-US" style="font-size: 12pt;">or device is
currently operating abnormally (however that has been defined). Typically, this
means that an OLA and SLA have been breached and the business is being
impacted. Exceptions could represent a total </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">failure</span><span lang="EN-US" style="font-size: 12pt;">, impaired functionality or degraded
</span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">performance</span><span lang="EN-US" style="font-size: 12pt;">. Please note, though, that an exception does not always represent an </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">incident</span><span lang="EN-US" style="font-size: 12pt;">. For example,
an exception could be generated when an unauthorized device is discovered on
the network. This can be managed by using either an </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Incident Record </span><span lang="EN-US" style="font-size: 12pt;">or a </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Request for Change </span><span lang="EN-US" style="font-size: 12pt;">(or even both), depending on the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">organization</span><span lang="EN-US" style="font-size: 12pt;">’s Incident and </span><a href="http://www.pc-freak.net/files/ITIL_v3_books/ITIL%20v3-Service%20Operation.pdf"><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Change Management</span></a><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;"> </span><span lang="EN-US" style="font-size: 12pt;">policies. Examples of exceptions include:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• A </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">server </span><span lang="EN-US" style="font-size: 12pt;">is down<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Response time
</span><span lang="EN-US" style="font-size: 12pt;">of a standard </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">transaction </span><span lang="EN-US" style="font-size: 12pt;">across the network has slowed to
more than 15 seconds<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• More than 150 </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">user</span><span lang="EN-US" style="font-size: 12pt;">s have logged on to the General
Ledger </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">application </span><span lang="EN-US" style="font-size: 12pt;">concurrently<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• A segment of the network is not responding to
routine requests.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<b><span lang="EN-US" style="font-size: 12pt;">Event Correlation<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">If an </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">event </span><span lang="EN-US" style="font-size: 12pt;">is significant, a decision has to be made about
exactly what the significance is and what actions need to be taken to deal with
it. It is here that the meaning of the event is determined.<o:p></o:p></span></div>
<div align="right" class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: right;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">Correlation is normally done by a ‘Correlation
Engine’, usually part of a management tool that compares the event with a set
of criteria and rules in a prescribed order. These criteria are often called
Business Rules, although they are generally fairly technical. <o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">A Correlation Engine is programmed according to the
performance standards created during </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Service
Design </span><span lang="EN-US" style="font-size: 12pt;">and any additional guidance specific
to the operating </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">environment</span><span lang="EN-US" style="font-size: 12pt;">.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">Examples of what Correlation Engines will take into account include:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Number of similar events (e.g. this is the third
time that the same user has logged in with the incorrect password, a business
application reports that there has been an unusual pattern of usage of a mobile
telephone that could indicate that the device has been lost or stolen)<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Number of CIs generating similar events<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Whether a specific action is associated with the
code or data in the event<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Whether the event represents an exception<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• A comparison of utilization information in the event
with a maximum or minimum standard (e.g. has the device exceeded a </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">threshold</span><span lang="EN-US" style="font-size: 12pt;">?)<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Whether additional data is required to investigate
the event further, and possibly even a collection of that data by polling
another </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">system </span><span lang="EN-US" style="font-size: 12pt;">or database<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Categorization of the event<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">• Assigning a </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">priority </span><span lang="EN-US" style="font-size: 12pt;">level to the event<o:p></o:p></span></div>
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<a href="https://www.blogger.com/null" name="IncidentManagement"><b><span lang="EN-US" style="font-size: 14pt;">Incident Management</span></b></a><b><span lang="EN-US" style="font-size: 14pt;"><o:p></o:p></span></b></div>
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<span lang="EN-US" style="font-size: 12pt;">In </span><a href="http://en.wikibooks.org/wiki/ITIL_v3_(Information_Technology_Infrastructure_Library)/Service_Operation"><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">ITIL</span></a><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;"> </span><span lang="EN-US" style="font-size: 12pt;">terminology, an ‘</span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">incident</span><span lang="EN-US" style="font-size: 12pt;">’ is defined as:<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">An unplanned interruption to an </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">IT service </span><span lang="EN-US" style="font-size: 12pt;">or
reduction in the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">quality </span><span lang="EN-US" style="font-size: 12pt;">of an IT service. </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Failure </span><span lang="EN-US" style="font-size: 12pt;">of a </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">configuration
item </span><span lang="EN-US" style="font-size: 12pt;">that has not yet impacted </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">service </span><span lang="EN-US" style="font-size: 12pt;">is also an
incident, for example failure of one disk from a mirror set.<o:p></o:p></span></div>
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<a href="file:///C:/Users/adm%C4%B1n/Desktop/finito.docx#IncidentManagement"><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Incident Management</span></a><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;"> </span><span lang="EN-US" style="font-size: 12pt;">is the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">process </span><span lang="EN-US" style="font-size: 12pt;">for dealing with all incidents; this
can include failures, questions or queries reported by the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">user</span><span lang="EN-US" style="font-size: 12pt;">s (usually via
a telephone </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">call </span><span lang="EN-US" style="font-size: 12pt;">to the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Service Desk</span><span lang="EN-US" style="font-size: 12pt;">), by technical staff, or automatically detected and
reported by </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">event monitoring </span><span lang="EN-US" style="font-size: 12pt;">tools.<o:p></o:p></span></div>
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<b><span lang="EN-US" style="font-size: 12pt;">Purpose/goal/objective<o:p></o:p></span></b></div>
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<span lang="EN-US" style="font-size: 12pt;">The primary goal of the Incident Management process is
to </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">restore </span><span lang="EN-US" style="font-size: 12pt;">normal </span><a href="http://en.wikibooks.org/wiki/ITIL_v3_(Information_Technology_Infrastructure_Library)/Service_Operation#Service_Operation"><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">service operation</span></a><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;"> </span><span lang="EN-US" style="font-size: 12pt;">as quickly as possible and minimize the adverse </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">impact </span><span lang="EN-US" style="font-size: 12pt;">on </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">business operations</span><span lang="EN-US" style="font-size: 12pt;">, thus ensuring that the best possible levels of service quality and </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">availability </span><span lang="EN-US" style="font-size: 12pt;">are
maintained. ‘Normal service operation’ is defined here as service operation
within SLA limits.<o:p></o:p></span></div>
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<b><span lang="EN-US" style="font-size: 12pt;">Scope<o:p></o:p></span></b></div>
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<span lang="EN-US" style="font-size: 12pt;">Incident Management includes any event which disrupts,
or which could disrupt, a service. This includes events which are communicated
directly by users, either through the Service Desk or through an interface from
</span><a href="http://en.wikibooks.org/wiki/ITIL_v3_(Information_Technology_Infrastructure_Library)/Service_Operation#Event_management"><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Event Management</span></a><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;"> </span><span lang="EN-US" style="font-size: 12pt;">to Incident Management tools.<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">Incidents can also be reported and/or logged by
technical staff (if, for example, they notice something untoward with a
hardware or network </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">component </span><span lang="EN-US" style="font-size: 12pt;">they may report or log an incident and refer it to the Service Desk). <o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">Although both incidents and </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">service request</span><span lang="EN-US" style="font-size: 12pt;">s are reported
to the Service Desk, this does not mean that they are the same. Service
requests do not represent a disruption to agreed service, but are a way of
meeting the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">customer</span><span lang="EN-US" style="font-size: 12pt;">’s needs and may be addressing an agreed target in an SLA. Service
requests are dealt with by the </span><a href="http://en.wikibooks.org/wiki/ITIL_v3_(Information_Technology_Infrastructure_Library)/Service_Operation#Request_Fulfilment"><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Request Fulfilment</span></a><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;"> </span><span lang="EN-US" style="font-size: 12pt;">process.<o:p></o:p></span></div>
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<b><span lang="EN-US" style="font-size: 12pt;">Incident Models<o:p></o:p></span></b></div>
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<span lang="EN-US" style="font-size: 12pt;">Many incidents are not new – they involve dealing with
something that has happened before and may well happen again. For this reason,
many organizations will find it helpful to pre-define ‘standard’ Incident </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Model</span><span lang="EN-US" style="font-size: 12pt;">s – and apply
them to appropriate incidents when they occur.<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">An Incident Model is a way of pre-defining the steps
that should be taken to handle a </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">process </span><span lang="EN-US" style="font-size: 12pt;">(in this case a process for dealing with a particular
type of incident) in an agreed way. Support tools can then be used to manage
the defined path and within pre-defined timescales.<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">Incidents which would require specialized handling can
be treated in this way (for example, </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">security</span><span lang="EN-US" style="font-size: 12pt;">-related incidents can be routed to </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Information Security Management </span><span lang="EN-US" style="font-size: 12pt;">and </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">capacity</span><span lang="EN-US" style="font-size: 12pt;">- or </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">performance</span><span lang="EN-US" style="font-size: 12pt;">-related incidents that would be routed to </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Capacity Management</span><span lang="EN-US" style="font-size: 12pt;">.<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">The Incident Model should include:<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">• The steps that should be taken to handle the
incident<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">• The chronological order these steps should be taken
in, with any dependences or co-processing defined<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">• Responsibilities; who should do what<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">• Timescales and </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">threshold</span><span lang="EN-US" style="font-size: 12pt;">s for completion of the actions<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">• </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Escalation
procedure</span><span lang="EN-US" style="font-size: 12pt;">s; who should be contacted and when<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">• Any necessary evidence-preservation activities
(particularly relevant for </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">security</span><span lang="EN-US" style="font-size: 12pt;">- and </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">capacity</span><span lang="EN-US" style="font-size: 12pt;">-related </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">incident</span><span lang="EN-US" style="font-size: 12pt;">s).<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">The </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">model</span><span lang="EN-US" style="font-size: 12pt;">s should be input to the incident-handling support tools in use and the
tools should then automate the handling, management and </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">escalation </span><span lang="EN-US" style="font-size: 12pt;">of the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">process</span><span lang="EN-US" style="font-size: 12pt;">.<o:p></o:p></span></div>
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<b><span lang="EN-US" style="font-size: 12pt;">Major Incidents<o:p></o:p></span></b></div>
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<span lang="EN-US" style="font-size: 12pt;">A separate </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">procedure</span><span lang="EN-US" style="font-size: 12pt;">, with shorter timescales and greater </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">urgency</span><span lang="EN-US" style="font-size: 12pt;">, must be used
for ‘major’ incidents. A definition of what constitutes a </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">major incident </span><span lang="EN-US" style="font-size: 12pt;">must be agreed and ideally mapped on to the overall incident
prioritization </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">system </span><span lang="EN-US" style="font-size: 12pt;">– such that they will be dealt with through the major incident </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">process</span><span lang="EN-US" style="font-size: 12pt;">.<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">Where necessary, the major incident procedure should
include the dynamic establishment of a separate major incident team under the
direct leadership of the Incident Manager, formulated to concentrate on this
incident alone to ensure that adequate </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">resource</span><span lang="EN-US" style="font-size: 12pt;">s and focus are provided to finding
a swift resolution. If the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Service Desk </span><span lang="EN-US" style="font-size: 12pt;">Manager is also fulfilling the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">role </span><span lang="EN-US" style="font-size: 12pt;">of Incident
Manager (say in a small </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">organization</span><span lang="EN-US" style="font-size: 12pt;">), then a separate person may need to be designated to
lead the major incident investigation team – so as to avoid conflict of time or
priorities – but should ultimately report back to the Incident Manager.<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">If the cause of the incident needs to be investigated at the same time,
then the Problem Manager would be involved as well but the Incident Manager
must ensure that </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">service </span><span lang="EN-US" style="font-size: 12pt;">restoration and underlying cause are kept separate.<o:p></o:p></span></div>
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<b><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Process activities, methods and techniques<o:p></o:p></span></b></div>
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<span lang="EN-US" style="font-size: 12pt;">Work cannot begin on dealing with an incident until it
is known that an incident has occurred. It is usually unacceptable, from a </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">business perspective</span><span lang="EN-US" style="font-size: 12pt;">, to wait until a user is impacted and contacts the Service Desk. As far
as possible, all key </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">component</span><span lang="EN-US" style="font-size: 12pt;">s should be monitored so that </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">failure</span><span lang="EN-US" style="font-size: 12pt;">s or potential failures are detected
early so that the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Incident Management </span><span lang="EN-US" style="font-size: 12pt;">process can be started quickly.<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">Ideally, incidents should be resolved before they have an impact on
users!<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<b><span lang="EN-US" style="font-size: 12pt;">Incident logging<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">All </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">incident</span><span lang="EN-US" style="font-size: 12pt;">s must be fully logged and date/time stamped,
regardless of whether they are raised through a </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Service Desk </span><span lang="EN-US" style="font-size: 12pt;">telephone </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">call </span><span lang="EN-US" style="font-size: 12pt;">or whether automatically detected
via an </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">event alert</span><span lang="EN-US" style="font-size: 12pt;">.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">It is important that if this is done, a separate </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Incident Record </span><span lang="EN-US" style="font-size: 12pt;">is logged for each additional incident handled and so that if the
incident has to be referred to other </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">support
group</span><span lang="EN-US" style="font-size: 12pt;">(s), they will have all relevant
information to hand to assist them.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">The information needed for each incident is likely to include:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Unique reference number<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Incident categorization (often broken down into
between two and four levels of sub-categories)<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Incident </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">urgency<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Incident </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">impact<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Incident prioritization<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Date/time recorded<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Name/ID of the person and/or group recording the
incident<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Method of notification (telephone, automatic,
e-mail, in person, etc.)<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Name/department/phone/location of </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">user</span><span lang="EN-US" style="font-size: 12pt;"><o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Incident </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">status
</span><span lang="EN-US" style="font-size: 12pt;">(active, waiting, </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">closed</span><span lang="EN-US" style="font-size: 12pt;">, etc.)<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Related </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">problem</span><span lang="EN-US" style="font-size: 12pt;">/</span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Known Error</span><span lang="EN-US" style="font-size: 12pt;"><o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Resolution </span><span lang="EN-US" style="font-size: 12pt;">date and time<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Closure
category<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Closure date and time.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<b><span lang="EN-US" style="font-size: 12pt;">Incident categorization<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">Part of the initial logging must be to allocate
suitable </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">incident </span><span lang="EN-US" style="font-size: 12pt;">categorization coding so that the exact type of the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">call </span><span lang="EN-US" style="font-size: 12pt;">is recorded.
This will be important later when looking at incident types/frequencies to
establish trends for use in </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Problem
Management</span><span lang="EN-US" style="font-size: 12pt;">, </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Supplier Management </span><span lang="EN-US" style="font-size: 12pt;">and other ITSM
activities.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">
</span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">Multi-level categorization is available in most tools – usually to three
or four levels of granularity. For example, an incident may be categorized as
shown in Figure which is below this sentence.<o:p></o:p></span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg2Cpyp61PdquJQwrYJb2AZ6dwm-6RZro0Cz5n1ZL6hG9cz-32mqw4YBiDt4gU5SkKWddv93mfA03fqWZvz7ODcH_lPEUk7L12tormONMCam4kx4HEaT0jht0Q82kfRteF8U3xWxp9AJxs/s1600/11.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg2Cpyp61PdquJQwrYJb2AZ6dwm-6RZro0Cz5n1ZL6hG9cz-32mqw4YBiDt4gU5SkKWddv93mfA03fqWZvz7ODcH_lPEUk7L12tormONMCam4kx4HEaT0jht0Q82kfRteF8U3xWxp9AJxs/s1600/11.png" /></a></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">All organizations are unique and it is therefore
difficult to give generic guidance on the categories an </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">organization </span><span lang="EN-US" style="font-size: 12pt;">should
use, particularly at the lower levels. However, there is a technique that can
be used to assist an organization to achieve a correct and complete set of
categories – if they are starting from scratch! The steps involve:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">1. Hold a </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">brainstorming
</span><span lang="EN-US" style="font-size: 12pt;">session among the relevant </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">support group</span><span lang="EN-US" style="font-size: 12pt;">s,
involving the SD Supervisor and Incident and Problem Managers. <o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">2. Use this session to decide the ‘best guess’
top-level categories – and include an ‘other’ </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">category</span><span lang="EN-US" style="font-size: 12pt;">. Set up the relevant logging tools
to use these categories for a trial period.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">3. Use the categories for a short trial period (long
enough for several hundred incidents to fall into each category, but not too
long that an analysis will take too long to perform).<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">4. Perform an analysis of the incidents logged during
the trial period. The number of incidents logged in each higher-level category
will confirm whether the categories are worth having – and a more detailed
analysis of the ‘other’ category should allow identification of any additional
higher level categories that will be needed.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">5. A breakdown analysis of the incidents within each
higher-level category should be used to decide the lower-level categories that
will be required.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">6. </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Review </span><span lang="EN-US" style="font-size: 12pt;">and repeat these activities after a further period –
of, say, one to three months – and again regularly to ensure that they remain
relevant. Be aware that any significant changes to categorization may cause
some difficulties for incident trending or management reporting – so they
should be stabilized unless changes are genuinely required.<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<b><span lang="EN-US" style="font-size: 12pt;">Incident Prioritization</span></b><span lang="EN-US" style="font-size: 12pt;"><o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">Another important aspect of logging every </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">incident </span><span lang="EN-US" style="font-size: 12pt;">is to
agree and allocate an appropriate prioritization code – as this will determine
how the incident is handled both by support tools and support staff.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">Prioritization can normally be determined by taking
into account both the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">urgency </span><span lang="EN-US" style="font-size: 12pt;">of the incident (how quickly the business needs a </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">resolution</span><span lang="EN-US" style="font-size: 12pt;">) and
the level of </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">impact </span><span lang="EN-US" style="font-size: 12pt;">it is causing. An indication of impact is often (but not always) the
number of </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">user</span><span lang="EN-US" style="font-size: 12pt;">s being affected. In some cases, and very importantly, the loss of </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">service </span><span lang="EN-US" style="font-size: 12pt;">to a single
user can have a major business impact – it all depends upon who is trying to do
what – so numbers alone is not enough to evaluate overall </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">priority</span><span lang="EN-US" style="font-size: 12pt;">!<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">Other factors that can also contribute to impact levels are:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Risk to life or limb<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• The number of services affected – may be multiple
services<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• The level of financial losses<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Effect on business reputation<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Regulatory or legislative breaches.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
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</div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">An effective way of calculating these elements and deriving an overall
priority level for each incident is given in Table<o:p></o:p></span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjMZNJUTUoTpMqfK5RnwZretODOxyI000QwnOIVun58CtoxkIzLVXI9vn7OBf9k-s5GUNehNlYMDrjqMJ0Yfj4pu1yemblMujnRruPGHJMMXWNqMpNxd0e9jKOeDfqUXAA1hcuWGEFcUnM/s1600/12.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="239" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjMZNJUTUoTpMqfK5RnwZretODOxyI000QwnOIVun58CtoxkIzLVXI9vn7OBf9k-s5GUNehNlYMDrjqMJ0Yfj4pu1yemblMujnRruPGHJMMXWNqMpNxd0e9jKOeDfqUXAA1hcuWGEFcUnM/s320/12.png" width="320" /></a></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">In all cases, clear guidance – with practical examples
– should be provided for all support staff to enable them to determine the
correct urgency and impact levels, so the correct priority is allocated. Such
guidance should be produced during </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">service
level </span><span lang="EN-US" style="font-size: 12pt;">negotiations.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">However, it must be noted that there will be occasions
when, because of particular business expediency or whatever, normal priority
levels have to be overridden. When a user is adamant that an incident’s
priority level should exceed normal </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">guideline</span><span lang="EN-US" style="font-size: 12pt;">s, the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Service Desk </span><span lang="EN-US" style="font-size: 12pt;">should comply with such a request – and if it
subsequently turns out to be incorrect this can be resolved as an off-line
management level issue, rather than a dispute occurring when the user is on the
telephone.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">Some organizations may also recognize VIPs
(high-ranking executives, officers, diplomats, politicians, etc.) whose
incidents would be handled on a higher </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">priority </span><span lang="EN-US" style="font-size: 12pt;">than normal – but in such cases this
is best catered for and documented within the guidance provided to the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Service Desk </span><span lang="EN-US" style="font-size: 12pt;">staff on
how to apply the priority levels, so they are all aware of the agreed rules for
VIPs, and who falls into this </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">category</span><span lang="EN-US" style="font-size: 12pt;">.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">It should be noted that an </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">incident</span><span lang="EN-US" style="font-size: 12pt;">’s priority may be dynamic – if
circumstances change, or if an incident is not resolved within SLA target
times, then the priority must be altered to reflect the new situation.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;"> <b>Initial Diagnosis<o:p></o:p></b></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">If the incident has been routed via the Service Desk,
the Service Desk Analyst must carry out initial </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">diagnosis</span><span lang="EN-US" style="font-size: 12pt;">, typically while the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">user </span><span lang="EN-US" style="font-size: 12pt;">is still on the
telephone - if the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">call </span><span lang="EN-US" style="font-size: 12pt;">is raised in this way – to try to discover the full symptoms of the
incident and to determine exactly what has gone wrong and how to correct it. It
is at this stage that </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">diagnostic
script</span><span lang="EN-US" style="font-size: 12pt;">s and </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">known error </span><span lang="EN-US" style="font-size: 12pt;">information can be most valuable in
allowing earlier and accurate diagnosis.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">If possible, the Service Desk Analyst will resolve the incident while
the user is still on the telephone – and close the incident if the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">resolution </span><span lang="EN-US" style="font-size: 12pt;">is
successful. If the Service Desk Analyst cannot resolve the incident while the
user is still on the telephone, but there is a prospect that the Service Desk
may be able to do so within the agreed time limit without assistance from other
</span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">support group</span><span lang="EN-US" style="font-size: 12pt;">s.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div align="right" class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: right;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">Analyst should inform the user of their intentions,
give the user the incident reference number and attempt to find a resolution.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<b><span lang="EN-US" style="font-size: 12pt;">Incident Escalation<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Functional
escalation</span><span lang="EN-US" style="font-size: 12pt;">. As soon as it becomes clear that
the Service Desk is unable to resolve the incident itself (or when target times
for first-point resolution have been exceeded – whichever comes first!) the
incident must be immediately escalated for further support. If the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">organization </span><span lang="EN-US" style="font-size: 12pt;">has a
second-level support group and the Service Desk believes that the incident can
be resolved by that group, it should refer the incident to them. If it is
obvious that the incident will need deeper technical knowledge – or when the
second-level group has not been able to resolve the incident within agreed
target times (whichever comes first), the incident must be immediately
escalated to the appropriate third-level support group. <o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Hierarchic
escalation</span><span lang="EN-US" style="font-size: 12pt;">. If incidents are of a serious
nature (for example<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">Priority 1 incidents) the appropriate IT managers must be notified, for
informational purposes at least. Hierarchic escalation is also used if the
‘Investigation and </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Diagnosis</span><span lang="EN-US" style="font-size: 12pt;">’ and ‘</span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Resolution </span><span lang="EN-US" style="font-size: 12pt;">and </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Recovery</span><span lang="EN-US" style="font-size: 12pt;">’ steps are taking too long or proving too difficult.
Hierarchic </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">escalation </span><span lang="EN-US" style="font-size: 12pt;">should continue up the management chain so that senior
managers are aware and can be prepared and take any necessary action, such as
allocating additional </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">resource</span><span lang="EN-US" style="font-size: 12pt;">s or involving </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">supplier</span><span lang="EN-US" style="font-size: 12pt;">s/maintainers. Hierarchic escalation
is also used when there is contention about to whom the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">incident </span><span lang="EN-US" style="font-size: 12pt;">is
allocated.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">The exact levels and timescales for both functional
and hierarchic escalation need to be agreed, taking into account SLA targets,
and embedded within support tools which can then be used to police and </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">control </span><span lang="EN-US" style="font-size: 12pt;">the process
flow within agreed timescales.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">The </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Service Desk </span><span lang="EN-US" style="font-size: 12pt;">should keep the user informed of any relevant
escalation that takes place and ensure the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Incident Record </span><span lang="EN-US" style="font-size: 12pt;">is updated
accordingly to keep a full history of actions.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<b><span lang="EN-US" style="font-size: 12pt;">Investigation and Diagnosis<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">In the case of incidents where the user is just seeking
information, the Service Desk should be able to provide this fairly quickly and
resolve the service request – but if a </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">fault </span><span lang="EN-US" style="font-size: 12pt;">is being reported, this is an
incident and likely to require some degree of investigation and </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">diagnosis</span><span lang="EN-US" style="font-size: 12pt;">.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">Each of the support groups involved with the incident
handling will investigate and diagnose what has gone wrong – and all such
activities (including details of any actions taken <o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">to try to resolve or re-create the incident) should be fully documented
in the incident record so that a complete historical </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">record </span><span lang="EN-US" style="font-size: 12pt;">of all activities is maintained at
all times.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">This investigation is likely to include such actions as:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Establishing exactly what has gone wrong or being
sought by the user<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Understanding the chronological order of </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">event</span><span lang="EN-US" style="font-size: 12pt;">s<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Confirming the full </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">impact </span><span lang="EN-US" style="font-size: 12pt;">of the incident, including the
number and range of users affected<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">
</span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Identifying any events that could have triggered the
incident (e.g. a recent </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">change</span><span lang="EN-US" style="font-size: 12pt;">, some user action?)<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Knowledge searches looking for previous occurrences
by searching previous </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Incident</span><span lang="EN-US" style="font-size: 12pt;">/</span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Problem
Record</span><span lang="EN-US" style="font-size: 12pt;">s and/or </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Known Error Database</span><span lang="EN-US" style="font-size: 12pt;">s or
manufacturers’/</span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">supplier</span><span lang="EN-US" style="font-size: 12pt;">s’ Error Logs or Knowledge Databases.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<b><span lang="EN-US" style="font-size: 12pt;">Resolution and Recovery<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">When a potential </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">resolution </span><span lang="EN-US" style="font-size: 12pt;">has been identified, this should be
applied and tested. The specific actions to be undertaken and the people who
will be involved in taking the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">recovery </span><span lang="EN-US" style="font-size: 12pt;">actions may vary, depending upon the nature of the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">fault </span><span lang="EN-US" style="font-size: 12pt;">– but could
involve:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• The </span><a href="http://www.pc-freak.net/files/ITIL_v3_books/ITIL%20v3-Service%20Operation.pdf"><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Service Desk</span></a><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;"> </span><span lang="EN-US" style="font-size: 12pt;">implementing the resolution either centrally (say,
rebooting a </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">server</span><span lang="EN-US" style="font-size: 12pt;">) or remotely using software to take control of the user’s desktop to
diagnose and implement a resolution.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<b><span lang="EN-US" style="font-size: 12pt;">Incident Closure<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">The Service Desk should check that the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">incident </span><span lang="EN-US" style="font-size: 12pt;">is fully
resolved and that the users are satisfied and willing to agree the incident can
be </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">closed</span><span lang="EN-US" style="font-size: 12pt;">. The Service Desk should also check the following:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• <b>Closure categorization. </b>Check and confirm
that the initial incident categorization was correct or, where the
categorization subsequently turned out to be incorrect, update the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">record </span><span lang="EN-US" style="font-size: 12pt;">so that a
correct closure categorization is recorded for the incident – seeking advise or
guidance from the resolving group(s) as necessary.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• <b>User satisfaction survey. </b>Carry out a user
satisfaction call-back or e-mail survey for the agreed percentage of incidents.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• <b>Incident documentation. </b>Chase any outstanding
details and ensure that the Incident Record is fully documented so that a full
historic record at a sufficient level of detail is complete.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• <b>Ongoing or recurring </b></span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">problem</span><b><span lang="EN-US" style="font-size: 12pt;">? </span></b><span lang="EN-US" style="font-size: 12pt;">Determine (in conjunction with resolver<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">groups) whether it is likely that the incident could recur and decide<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">whether any preventive action is necessary to avoid this. In conjunction<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">with </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Problem Management</span><span lang="EN-US" style="font-size: 12pt;">, raise a Problem Record in all such cases so<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">that preventive action is initiated.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin: 0cm 0cm 0.0001pt 106.2pt; text-indent: 35.4pt;">
<a href="https://www.blogger.com/null" name="ProblemManagement"><b><span lang="EN-US" style="font-size: 14pt;">Problem Management<o:p></o:p></span></b></a></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;"><a href="http://en.wikipedia.org/wiki/ITIL">ITIL</a> </span><span lang="EN-US" style="font-size: 12pt;">defines a ‘</span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">problem</span><span lang="EN-US" style="font-size: 12pt;">’ as the cause of one or more </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">incident</span><span lang="EN-US" style="font-size: 12pt;">s.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<b><span lang="EN-US" style="font-size: 12pt;">Purpose/goal/objective<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<a href="http://www.pc-freak.net/files/ITIL_v3_books/ITIL%20v3-Service%20Operation.pdf"><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Problem Management</span></a><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;"> </span><span lang="EN-US" style="font-size: 12pt;">is the process responsible for managing the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">lifecycle </span><span lang="EN-US" style="font-size: 12pt;">of all
problems. The primary </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">objective</span><span lang="EN-US" style="font-size: 12pt;">s of Problem Management are to prevent<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">problems and resulting incidents from happening, to eliminate recurring
incidents<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">and to minimize the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">impact </span><span lang="EN-US" style="font-size: 12pt;">of incidents that cannot be prevented.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<b><span lang="EN-US" style="font-size: 12pt;">Scope<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<a href="http://www.pc-freak.net/files/ITIL_v3_books/ITIL%20v3-Service%20Operation.pdf"><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Problem Management</span></a><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;"> </span><span lang="EN-US" style="font-size: 12pt;">includes the activities required to diagnose the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">root cause </span><span lang="EN-US" style="font-size: 12pt;">of
incidents and to determine the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">resolution </span><span lang="EN-US" style="font-size: 12pt;">to those </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">problem</span><span lang="EN-US" style="font-size: 12pt;">s. It is also responsible for ensuring that the
resolution is implemented through the appropriate </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">control procedure</span><span lang="EN-US" style="font-size: 12pt;">s, especially </span><a href="http://www.pc-freak.net/files/ITIL_v3_books/ITIL%20v3-Service%20Operation.pdf"><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Change Management</span></a><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;"> </span><span lang="EN-US" style="font-size: 12pt;">and </span><a href="http://en.wikipedia.org/wiki/Release_management"><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Release
Management.</span></a><span class="MsoHyperlink"><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;"><o:p></o:p></span></span></div>
<div align="right" class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: right;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<a href="file:///C:/Users/adm%C4%B1n/Desktop/finito.docx#ProblemManagement"><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Problem Management</span></a><span lang="EN-US" style="font-size: 12pt;"> will also maintain information about problems and the appropriate </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">workaround</span><span lang="EN-US" style="font-size: 12pt;">s and
resolutions, so that the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">organization </span><span lang="EN-US" style="font-size: 12pt;">is able to reduce the number and </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">impact </span><span lang="EN-US" style="font-size: 12pt;">of incidents
over time. In this respect, Problem Management has a strong interface with </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Knowledge Management</span><span lang="EN-US" style="font-size: 12pt;">, and tools such as the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Known Error
Database </span><span lang="EN-US" style="font-size: 12pt;">will be used for both.<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">Although Incident and Problem Management are separate processes, they
are closely related and will typically use the same tools, and may use similar
categorization, impact and </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">priority </span><span lang="EN-US" style="font-size: 12pt;">coding </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">system</span><span lang="EN-US" style="font-size: 12pt;">s. This will ensure effective communication when
dealing with related incidents and problems.<o:p></o:p></span></div>
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<br /></div>
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<b><span lang="EN-US" style="font-size: 12pt;">Value to business<o:p></o:p></span></b></div>
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<span lang="EN-US" style="font-size: 12pt;">Problem Management works together with </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">I</span><a href="http://en.wikibooks.org/wiki/ITIL_v3_(Information_Technology_Infrastructure_Library)/Service_Operation#Incident_Management"><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">ncident Management</span></a><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;"> </span><span lang="EN-US" style="font-size: 12pt;">and Change Management to ensure that </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">IT service availability </span><span lang="EN-US" style="font-size: 12pt;">and </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">quality </span><span lang="EN-US" style="font-size: 12pt;">are increased. When incidents are resolved, information about the
resolution is recorded. Over time, this information is used to speed up the
resolution time and identify permanent solutions, reducing the number and
resolution time of incidents. This results in less </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">downtime </span><span lang="EN-US" style="font-size: 12pt;">and less disruption to business
critical systems. Additional value is derived from the following:<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">• Higher availability of IT services<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">• Higher productivity of business and IT staff<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">• Reduced expenditure on workarounds or fixes that do not
work<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="font-family: 'Trebuchet MS', sans-serif; font-size: 10pt;">•<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal;"> </span></span><!--[endif]--><span lang="EN-US" style="font-size: 12pt;"> Reduction in </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">cost </span><span lang="EN-US" style="font-size: 12pt;">of effort in
fire-fighting or resolving repeat incidents.<o:p></o:p></span></div>
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<br /></div>
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<b><span lang="EN-US" style="font-size: 12pt;">Problem Models<o:p></o:p></span></b></div>
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<span lang="EN-US" style="font-size: 12pt;">Many problems will be unique and will require handling
in an individual way – but it is conceivable that some incidents may recur
because of dormant or underlying problems (for example, where the cost of a
permanent resolution will be high and a decision has been taken not to go ahead
with an expensive solution – but to ‘live with’ the problem).<o:p></o:p></span></div>
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<b><span lang="EN-US" style="font-size: 12pt;"> Process activities, methods
and techniques<o:p></o:p></span></b></div>
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<span lang="EN-US" style="font-size: 12pt;">Problem Management consists of two major processes:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• <b>Reactive </b></span><a href="file:///C:/Users/adm%C4%B1n/Desktop/finito.docx#ProblemManagement"><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Problem Management</span></a><span lang="EN-US" style="font-size: 12pt;">, which is
generally executed as part of<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">Service Operation – and is therefore covered in this publication<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">
</span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Proactive
Problem Management </span><span lang="EN-US" style="font-size: 12pt;">which is initiated in </span><a href="http://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation"><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Service Operation</span></a><span lang="EN-US" style="font-size: 12pt;">, but generally
driven as part of </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Continual Service Improvement</span><span lang="EN-US" style="font-size: 12pt;">. The reactive Problem Management </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">process </span><span lang="EN-US" style="font-size: 12pt;">is shown in
Figure which is below under this paragraph. This is a simplified chart to show
the normal process flow, but in reality some of the states may be iterative or
variations may have to be made in order to handle particular situations.<o:p></o:p></span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEijrKUTHuVPyD9n5iIr8syYjQxsRhyphenhyphen02qUkVFcY2sF54BCbA-qXoYuyFfKS4KWea-x3oEdS73pmRdADzhyphenhyphenZvtPDp5m4odGctiEgVK4Qt_9mpDQ0swE45H57F1lKtMTQ5vZjUJ6mOCnE7EI/s1600/13.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEijrKUTHuVPyD9n5iIr8syYjQxsRhyphenhyphen02qUkVFcY2sF54BCbA-qXoYuyFfKS4KWea-x3oEdS73pmRdADzhyphenhyphenZvtPDp5m4odGctiEgVK4Qt_9mpDQ0swE45H57F1lKtMTQ5vZjUJ6mOCnE7EI/s1600/13.png" /></a></div>
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<span lang="EN-US" style="font-size: 12pt;"><br /></span></div>
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<span lang="EN-US" style="font-size: 12pt;"><br /></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<b><span lang="EN-US" style="font-size: 12pt;">Problem detection<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">It is likely that multiple ways of detecting </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">problem</span><span lang="EN-US" style="font-size: 12pt;">s will exist in
all organizations.<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">These will include:<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Suspicion or </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">detection </span><span lang="EN-US" style="font-size: 12pt;">of a cause of one or more incidents
by the Service Desk, resulting in a </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Problem
Record </span><span lang="EN-US" style="font-size: 12pt;">being raised – the desk may have
resolved the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">incident </span><span lang="EN-US" style="font-size: 12pt;">but has not determined a definitive cause and suspects that it is likely
to recur, so will raise a Problem Record to allow the underlying cause to be
resolved. Alternatively, it may be immediately obvious from the outset that an
incident, or incidents, has been caused by a major problem, so a Problem Record
will be raised without delay.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Analysis of an incident by a technical </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">support group </span><span lang="EN-US" style="font-size: 12pt;">which reveals that an underlying problem exists, or is likely to exist.<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Automated detection of an infrastructure or </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">application fault</span><span lang="EN-US" style="font-size: 12pt;">, using </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">event</span><span lang="EN-US" style="font-size: 12pt;">/</span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">alert </span><span lang="EN-US" style="font-size: 12pt;">tools automatically to raise an incident which may reveal the need for a
Problem Record.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• A notification from a </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">supplier </span><span lang="EN-US" style="font-size: 12pt;">or contractor that a problem exists
that has to be resolved.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Analysis of incidents as part of </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">proactive Problem Management </span><span lang="EN-US" style="font-size: 12pt;">– resulting<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">in the need to raise a Problem Record so that the underlying fault can
be investigated further.<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<b><span lang="EN-US" style="font-size: 12pt;">Problem Logging<o:p></o:p></span></b></div>
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<span lang="EN-US" style="font-size: 12pt;">Regardless of the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">detection </span><span lang="EN-US" style="font-size: 12pt;">method, all the relevant details of
the problem must be recorded so that a full historic </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">record </span><span lang="EN-US" style="font-size: 12pt;">exists. This must be date and time
stamped to allow suitable </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">control </span><span lang="EN-US" style="font-size: 12pt;">and </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">escalation</span><span lang="EN-US" style="font-size: 12pt;">.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">A cross-reference must be made to the incident(s) which initiated the
Problem Record – and all relevant details must be copied from the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Incident Record</span><span lang="EN-US" style="font-size: 12pt;">(s) to the Problem Record. It is difficult to be exact, as cases may
vary, but typically this will include details such as:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">User </span><span lang="EN-US" style="font-size: 12pt;">details<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Service details<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Equipment details<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Date/time initially logged<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Priority </span><span lang="EN-US" style="font-size: 12pt;">and categorization details<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Incident description<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Details of all diagnostic or attempted </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">recovery </span><span lang="EN-US" style="font-size: 12pt;">actions
taken.<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<b><span lang="EN-US" style="font-size: 12pt;">Problem Categorization<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">Problems must be categorized in the same way as incidents
(and it is advisable to use the same coding </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">system</span><span lang="EN-US" style="font-size: 12pt;">) so that the true nature of the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">problem </span><span lang="EN-US" style="font-size: 12pt;">can be easily
traced in the future and meaningful </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">management
information </span><span lang="EN-US" style="font-size: 12pt;">can be obtained.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<b><span lang="EN-US" style="font-size: 12pt;">Problem Prioritization<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">Problems must be prioritized in the same way and for
the same reasons as incidents – but the frequency and </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">impact </span><span lang="EN-US" style="font-size: 12pt;">of related incidents must also be
taken into account. The coding </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">system </span><span lang="EN-US" style="font-size: 12pt;">described earlier in Table 4.1 (which combines impact
with </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">urgency </span><span lang="EN-US" style="font-size: 12pt;">to give an overall priority level) can be used to prioritize problems in
the same way that it might be used for incidents, though the definitions and
guidance to support staff on what constitutes a problem, and the related </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">service </span><span lang="EN-US" style="font-size: 12pt;">targets at each
level, must obviously be devised separately.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">Problem prioritization should also take into account the severity of the
problems.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">Severity in this context refers to how serious the problem is from an
infrastructure perspective, for example:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Can the system be recovered, or does it need to be
replaced?<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• How much will it </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">cost</span><span lang="EN-US" style="font-size: 12pt;">?<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• How many people, with what skills, will be needed to
fix the problem?<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• How extensive is the problem (e.g. how many CIs are
affected)?<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div align="right" class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: right;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<b><span lang="EN-US" style="font-size: 12pt;">Problem Investigation and Diagnosis<o:p></o:p></span></b></div>
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<span lang="EN-US" style="font-size: 12pt;">An investigation should be conducted to try to
diagnose the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">root cause </span><span lang="EN-US" style="font-size: 12pt;">of the problem – the speed and nature of this
investigation will vary depending upon the impact, severity and urgency of the
problem – but the appropriate level of </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">resource</span><span lang="EN-US" style="font-size: 12pt;">s and expertise should be applied to
finding a </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">resolution </span><span lang="EN-US" style="font-size: 12pt;">commensurate with the priority code allocated and the
service target in place for that priority level.<o:p></o:p></span></div>
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<br /></div>
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<span lang="EN-US" style="font-size: 12pt;">It is often valuable to try to recreate the failure,
so as to understand what has gone wrong, and then to try various ways of
finding the most appropriate and cost-effective </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">resolution </span><span lang="EN-US" style="font-size: 12pt;">to the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">problem</span><span lang="EN-US" style="font-size: 12pt;">. To do this effectively without
causing further disruption to the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">user</span><span lang="EN-US" style="font-size: 12pt;">s, a </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">test system </span><span lang="EN-US" style="font-size: 12pt;">will be necessary that mirrors the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">production environment</span><span lang="EN-US" style="font-size: 12pt;">.<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">There are many problem analysis, </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">diagnosis </span><span lang="EN-US" style="font-size: 12pt;">and
solving techniques available and much research has been done in this area. Some
of the most useful and frequently used techniques include:<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">• </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Chronological
analysis</span><b><span lang="EN-US" style="font-size: 12pt;">: </span></b><span lang="EN-US" style="font-size: 12pt;">When dealing with a difficult problem, there are often conflicting
reports about exactly what has happened and when. It is therefore very helpful
briefly to document all </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">event</span><span lang="EN-US" style="font-size: 12pt;">s in chronological order to provide a timeline of
events. This often makes it possible to see which events may have been triggered
by others – or to discount any claims that are not supported by the sequence of
events.<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">• </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Pain Value
Analysis</span><b><span lang="EN-US" style="font-size: 12pt;">: </span></b><span lang="EN-US" style="font-size: 12pt;">This is where a broader view is taken of the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">impact </span><span lang="EN-US" style="font-size: 12pt;">of an </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">incident </span><span lang="EN-US" style="font-size: 12pt;">or problem, or incident/problem
type. Instead of just analyzing the number of incidents/problems of a
particular type in a particular period, a more in-depth analysis is done to
determine exactly what level of pain has been caused to the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">organization</span><span lang="EN-US" style="font-size: 12pt;">/business
by these incidents/problems. <o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">Typically this might include taking into account:<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">• The number of people affected<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">• The duration of the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">downtime </span><span lang="EN-US" style="font-size: 12pt;">caused<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">• The </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">cost </span><span lang="EN-US" style="font-size: 12pt;">to the business (if this can be readily calculated or
estimated).<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">By taking all of these factors into account, a much more detailed
picture of those incidents/problems or incident/problem types that are causing
most pain can be determined – to allow a better focus on those things that
really matter and deserve highest </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">priority
</span><span lang="EN-US" style="font-size: 12pt;">in resolving. <o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">• <b>Pareto Analysis: </b>This is a technique for
separating important potential causes from more trivial issues. The following
steps should be taken:<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">1. Form a table listing the causes and their frequency
as a percentage.<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">2. Arrange the rows in the decreasing order of
importance of the causes, i.e. the most important cause first.<o:p></o:p></span></div>
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</div>
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<span lang="EN-US" style="font-size: 12pt;">3. Add a cumulative percentage column to the table. By
this step, the chart should look something like Table which is under this
paragraph, which illustrates 10 causes of network </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">failure </span><span lang="EN-US" style="font-size: 12pt;">in an </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">organization</span><span lang="EN-US" style="font-size: 12pt;">.<o:p></o:p></span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjlYAZ7mvLgtLqqoUrid_2eeGGeZBwiWZgntWMlYZzzhpo_uMJZtOGQMk0GwxVscEdBouXdT9ol5Vkd3zUUBN2_nk4Nt-pHkixqYfJVNHslcDS6aOg4zf1jgIoPdrOTepSekv4Qw0lbeeE/s1600/14.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="286" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjlYAZ7mvLgtLqqoUrid_2eeGGeZBwiWZgntWMlYZzzhpo_uMJZtOGQMk0GwxVscEdBouXdT9ol5Vkd3zUUBN2_nk4Nt-pHkixqYfJVNHslcDS6aOg4zf1jgIoPdrOTepSekv4Qw0lbeeE/s320/14.png" width="320" /></a></div>
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<span lang="EN-US" style="font-size: 12pt;"><br /></span></div>
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<span lang="EN-US" style="font-size: 12pt;"><br /></span></div>
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<span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">4. Create a bar chart with the causes, in order of their percentage of
total.<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">5. Superimpose a line chart of the cumulative percentages. The completed
graph is illustrated in Figure which is under this
paragraph.<o:p></o:p></span></div>
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</div>
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<span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">6. Draw line at 80% on the y-axis parallel to the x-axis. Then drop the
line at the point of intersection with the curve on the x-axis. This point on
the x-axis separates the important causes and trivial causes. This line is
represented as a dotted line in Figure which is under
this paragraph.<o:p></o:p></span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjwkGcb30gGSpGvHsCOxxWHtxRh2qVG3cFlxCbfGHJ1sl8U24X87PwhqP8l2vvxUx2nPRDX36p7A96l8AhuInpHXd6I6Cz1-ahWM7jxfYU87e5wPlc6PL1JYYQWPN4AFN8byNe5gMSoGDg/s1600/15.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="400" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjwkGcb30gGSpGvHsCOxxWHtxRh2qVG3cFlxCbfGHJ1sl8U24X87PwhqP8l2vvxUx2nPRDX36p7A96l8AhuInpHXd6I6Cz1-ahWM7jxfYU87e5wPlc6PL1JYYQWPN4AFN8byNe5gMSoGDg/s400/15.png" width="315" /></a></div>
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<span lang="EN-US" style="font-size: 12pt;">From this chart it is clear to see that there are
three primary causes for network </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">failure </span><span lang="EN-US" style="font-size: 12pt;">in the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">organization</span><span lang="EN-US" style="font-size: 12pt;">. These should therefore be targeted first.<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;"><br /></span></div>
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<b><span lang="EN-US" style="font-size: 12pt;">Workarounds<o:p></o:p></span></b></div>
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<span lang="EN-US" style="font-size: 12pt;">In some cases it may be possible to find a </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">workaround </span><span lang="EN-US" style="font-size: 12pt;">to the
incidents caused by the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">problem </span><span lang="EN-US" style="font-size: 12pt;">– a temporary way of overcoming the difficulties. For
example, a manual amendment may be made to an input file to allow a program to
complete its run successfully and allow a billing </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">process </span><span lang="EN-US" style="font-size: 12pt;">to complete satisfactorily, but it
is important that work on a permanent </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">resolution
</span><span lang="EN-US" style="font-size: 12pt;">continues where this is justified – in
this example the reason for the file becoming corrupted in the first place must
be found and corrected to prevent this happening again.<o:p></o:p></span></div>
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<br /></div>
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<b><span lang="EN-US" style="font-size: 12pt;">Raising a Known Error Record<o:p></o:p></span></b></div>
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<span lang="EN-US" style="font-size: 12pt;">As soon as the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">diagnosis </span><span lang="EN-US" style="font-size: 12pt;">is complete, and particularly where
a workaround has been found (even though it may not yet be a permanent
resolution), a </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Known Error Record </span><span lang="EN-US" style="font-size: 12pt;">must be raised and placed in the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Known Error Database </span><span lang="EN-US" style="font-size: 12pt;">– so that if further incidents or problems arise, they can be identified
and the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">service restore</span><span lang="EN-US" style="font-size: 12pt;">d more quickly.<o:p></o:p></span></div>
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<br /></div>
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<b><span lang="EN-US" style="font-size: 12pt;">Problem Resolution<o:p></o:p></span></b></div>
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<span lang="EN-US" style="font-size: 12pt;">Ideally, as soon as a solution has been found, it
should be applied to resolve the problem – but in reality safeguards may be
needed to ensure that this does not cause further difficulties. If any </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">change </span><span lang="EN-US" style="font-size: 12pt;">in
functionality is required this will require an RFC to be raised and approved
before the resolution can be applied. If the problem is very serious and an
urgent fix is needed for business reasons, then an Emergency RFC should be
handled by the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Emergency Change Advisory Board </span><span lang="EN-US" style="font-size: 12pt;">(ECAB). Otherwise, the RFC should follow the
established </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Change Management </span><span lang="EN-US" style="font-size: 12pt;">process for that type of change – and the resolution
should be applied only when the change has been approved and scheduled for </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">release</span><span lang="EN-US" style="font-size: 12pt;">. <o:p></o:p></span></div>
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<br /></div>
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<b><span lang="EN-US" style="font-size: 12pt;">Problem Closure<o:p></o:p></span></b></div>
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<span lang="EN-US" style="font-size: 12pt;">When any </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">change
</span><span lang="EN-US" style="font-size: 12pt;">has been completed (and successfully </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">review</span><span lang="EN-US" style="font-size: 12pt;">ed), and the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">resolution </span><span lang="EN-US" style="font-size: 12pt;">has been
applied, the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Problem Record </span><span lang="EN-US" style="font-size: 12pt;">should be formally </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">closed </span><span lang="EN-US" style="font-size: 12pt;">– as should any related </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Incident Record</span><span lang="EN-US" style="font-size: 12pt;">s that are still open. A check should be performed at this time to
ensure that the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">record </span><span lang="EN-US" style="font-size: 12pt;">contains a full historical description of all </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">event</span><span lang="EN-US" style="font-size: 12pt;">s – and if not, the record should be
updated.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span lang="EN-US" style="font-size: 12pt;">The </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">status </span><span lang="EN-US" style="font-size: 12pt;">of any related </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">Known Error
Record </span><span lang="EN-US" style="font-size: 12pt;">should be updated to shown that the
resolution has been applied.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<b><span lang="EN-US" style="font-size: 12pt;">Major Problem Review<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">After every major </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">problem </span><span lang="EN-US" style="font-size: 12pt;">(as determined by the </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">organization</span><span lang="EN-US" style="font-size: 12pt;">’s </span><span lang="EN-US" style="color: #339b00; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: Arial;">priority system</span><span lang="EN-US" style="font-size: 12pt;">), while memories are still fresh a review should be conducted to learn
any lessons for the future. Specifically, the review should examine:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Those things that were done correctly<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Those things that were done wrong<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• What could be done better in the future?<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• How to prevent recurrence<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 12pt;">• Whether there has been any third-party
responsibility and whether follow up actions are needed.<o:p></o:p></span></div>
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<br /></div>
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<b><span style="font-size: 12pt;"> </span></b><span style="font-size: 12pt;"> </span><b><span style="font-size: 12pt;"><o:p></o:p></span></b></div>
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<a href="https://www.blogger.com/null" name="_top"></a><b><span style="background: white; color: #252525; font-size: 16.0pt; line-height: 115%; mso-bidi-font-family: Arial; mso-bidi-font-size: 10.5pt;">Overview of Service Desk<o:p></o:p></span></b></div>
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A<span class="apple-converted-space"> </span></span><a href="http://en.wikipedia.org/wiki/Service_desk_(ITSM)"><b><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Service Desk, </span></b><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> </span></a><span style="background: white; color: #252525; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">is a primary IT service within the discipline of </span><a href="http://www.itsm.info/ITSM.htm"><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">IT service management (ITSM)</span></a><span style="background: white; font-size: 12pt; line-height: 115%;"> </span><span style="background: white; color: #252525; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">as
defined by the<span class="apple-converted-space"> </span></span><a href="https://onderaykurt.wordpress.com/2015/03/27/analyse-in-relation-between-itilcobitcmmi-and-togaf/" title="Information Technology Infrastructure Library"><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Information
Technology Infrastructure Library (ITIL)</span></a><span style="background: white; color: #252525; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">. It is intended to provide a </span><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Single Point of
Contact <span style="color: #252525;">(SPOC) to meet the communication needs of
both users and IT employees. But also to satisfy both Customer and IT Provider
objectives. "User" refers to the actual user of the service, while
"Customer" refers to the entity that is paying for service.<o:p></o:p></span></span></div>
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<span style="background: white; font-size: 12pt; line-height: 115%;"> According to ITIL, the definition of a<span class="apple-converted-space"> </span><strong><span style="border: none windowtext 1.0pt; font-family: "Calibri","sans-serif"; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Arial; mso-border-alt: none windowtext 0cm; mso-hansi-theme-font: minor-latin; padding: 0cm;">Service Desk is</span></strong><span class="apple-converted-space"><b><span style="border: none windowtext 1.0pt; mso-border-alt: none windowtext 0cm; padding: 0cm;"> </span></b><span style="border: none windowtext 1.0pt; mso-bidi-font-weight: bold; mso-border-alt: none windowtext 0cm; padding: 0cm;">a</span></span>
the single point of contact between users and IT Service Management. Tasks
include handling incidents and requests, and providing an interface </span><a href="http://en.wikipedia.org/wiki/Service_desk_(ITSM)#Other_activities"><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">for other ITIL processes.</span></a><span style="background: white; color: red; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> </span><span style="background: white; font-size: 12pt; line-height: 115%;">The primary<span class="apple-converted-space"> </span><em><span style="border: none windowtext 1.0pt; font-family: "Calibri","sans-serif"; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Arial; mso-border-alt: none windowtext 0cm; mso-hansi-theme-font: minor-latin; padding: 0cm;">functions</span></em><span class="apple-converted-space"> </span>of
the Service Desk are incident control, life cycle management of all service
requests, and communicating with the customer.<o:p></o:p></span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgf7-MEYZi9MkLHa4yEKibXghb4nKxgYJnp-XkEu4_L848wA0cVnY2BZJSOllnI-E0hOnCFMabmQ7OOL3mVtxoA75GCOrz2l8kRLHgyBA7hXSk9psjdzzX_A2C5Q5lVqI6uMfdl9QCRbsw/s1600/16.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="400" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgf7-MEYZi9MkLHa4yEKibXghb4nKxgYJnp-XkEu4_L848wA0cVnY2BZJSOllnI-E0hOnCFMabmQ7OOL3mVtxoA75GCOrz2l8kRLHgyBA7hXSk9psjdzzX_A2C5Q5lVqI6uMfdl9QCRbsw/s400/16.png" width="400" /></a></div>
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<span style="font-size: 12pt; line-height: 115%;">Interactions
of Service Desk</span><span class="apple-converted-space"><span style="background: white; color: #666666; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> <o:p></o:p></span></span></div>
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<span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> Service
Desk, is a center that provides a </span><a href="http://www.20000academy.com/blog/2013/07/23/service-desk-single-point-contact/"><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Single Point of Contact</span></a><span style="background: white; color: #4f81bd; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial; mso-themecolor: accent1;"> </span><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">between a company’s customers,
employees and business partners. The Service Desk is designed to optimize
services on behalf of the business and oversee IT functions. Thus, a Service
Desk does more than making sure IT services are being delivered at that moment,
it manages the various lifecycles of software packages used to provide critical
information flow by utilizing ITIL best practices.<o:p></o:p></span></div>
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<span style="background: white; font-size: 12pt; line-height: 115%;"> These best practices enable an IT service
provider to ensure end user data is being delivered consistently under many
different scenarios. Since the Service Desk is a </span><a href="http://www.knowledgetransfer.net/dictionary/ITIL/en/Single_Point-of-Contact.htm"><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Single Point of Contact</span></a><span style="background: white; color: #f79646; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial; mso-themecolor: accent6;"> </span><span style="background: white; font-size: 12pt; line-height: 115%;">(SPOC)
it understands that there are many reasons services can be interrupted. A
Service Desk has the means within its hierarchy to monitor and manage each
layer of service from beginning to end. These layers are classified by:<o:p></o:p></span></div>
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<strong><span style="background: white; border: none windowtext 1.0pt; font-family: "Calibri","sans-serif"; font-size: 12.0pt; line-height: 115%; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Arial; mso-border-alt: none windowtext 0cm; mso-hansi-theme-font: minor-latin; padding: 0cm;"> Network Operations:</span></strong><span class="apple-converted-space"><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> </span></span><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">The ability to monitor all network devices and connections remotely. A </span><a href="http://www.arincmanagedservices.com/blog/2010/11/service-desk-or-help-desk/"><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Service Desk</span></a><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> manages and monitors incident
reports, traffic, performs network reviews, implements backups and manages
change on the network. Thus, a Service Desk ensures the infrastructure of the
network is optimized to meet the business needs of the enterprise.<o:p></o:p></span></div>
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<strong><span style="background: white; border: none windowtext 1.0pt; font-family: "Calibri","sans-serif"; font-size: 12.0pt; line-height: 115%; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Arial; mso-border-alt: none windowtext 0cm; mso-hansi-theme-font: minor-latin; padding: 0cm;"> Systems Operations</span></strong><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">: The ability to perform core systems management tasks. Core systems
management include performance monitoring, installation of patches, change
management, account management and support for specific platforms, Linux, Unix,
etc.<o:p></o:p></span></div>
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<strong><span style="border: none windowtext 1.0pt; font-family: "Calibri","sans-serif"; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Arial; mso-border-alt: none windowtext 0cm; mso-hansi-theme-font: minor-latin; padding: 0cm;"> Database Operations</span></strong><span style="font-family: "Calibri","sans-serif"; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Arial; mso-hansi-theme-font: minor-latin;">: The ability to
maintain and optimize database tasks. Performance monitoring, fault monitoring,
log reviews, access management, and change control for database software such
at Oracle, DB2, etc.<o:p></o:p></span></div>
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<strong><span style="border: none windowtext 1.0pt; font-family: "Calibri","sans-serif"; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Arial; mso-border-alt: none windowtext 0cm; mso-hansi-theme-font: minor-latin; padding: 0cm;"> Security Management</span></strong><span style="font-family: "Calibri","sans-serif"; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Arial; mso-hansi-theme-font: minor-latin;">: The ability to
protect the enterprise from external/internal threats. A Service Desk will
perform vulnerability scans, monitor IPS logs and map this data to the
information security related regulatory mandates.<o:p></o:p></span></div>
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<b><i><span style="font-family: "Calibri","sans-serif"; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Arial; mso-hansi-theme-font: minor-latin;">Service Desk Types<o:p></o:p></span></i></b></div>
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<span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Calibri, sans-serif;"> Many
organizations have implemented a central point of contact for handling
customer, user and other issues. The service desk types are based on the skill
level and resolution rates for service calls. The different service desk types
include:<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> <o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> <b>Call Center</b>: <span style="background: white;">The main purpose is to
handle large volumes of telephone based transactions like telesales or order
processing.Call center<span class="apple-converted-space"><span style="color: #252525;"> </span></span><span style="color: #252525;">is a centralised
office used for receiving or transmitting a large volume of requests by<span class="apple-converted-space"> </span></span></span></span><a href="http://en.wikipedia.org/wiki/Telephone" title="Telephone"><span style="background: white; color: #0070c0; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">telephone</span></a><span style="background: white; color: #0070c0; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">. </span><span style="background: white; color: #252525; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">An inbound call centre is operated by a<span class="apple-converted-space"> </span></span><a href="http://en.wikipedia.org/wiki/Company" title="Company"><span style="background: white; color: #0b0080; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">company</span></a><span class="apple-converted-space"><span style="background: white; color: #252525; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> </span></span><span style="background: white; color: #252525; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">to ADMINister incoming
product support or information inquiries from consumers. Outbound call centers
are operated for<span class="apple-converted-space"> </span></span><a href="http://en.wikipedia.org/wiki/Telemarketing" title="Telemarketing"><span style="background: white; color: #0b0080; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">telemarketing</span></a><span style="background: white; color: #252525; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">,
solicitation of charitable or political donations, debt collection and<span class="apple-converted-space"> </span></span><a href="http://en.wikipedia.org/wiki/Market_research" title="Market research"><span style="background: white; color: #0b0080; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">market research</span></a><u><span style="background: white; color: #252525; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">.</span></u><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> <o:p></o:p></span></div>
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<b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> Contact Center: </span></b><span style="background: white; font-size: 12pt; line-height: 115%;">A contact center is a central point in an enterprise from
which all customer contacts are managed. The contact center typically includes
one or more </span><span style="background: white; font-size: 12pt; line-height: 115%;">online<span class="apple-converted-space"> </span>call centers </span><span style="background: white; font-size: 12pt; line-height: 115%;">but may include other types of customer contact as well,
including e-mail newsletters, postal mail catalogs, Web site inquiries and
chats, and the collection of information from customers during in-store
purchasing. A contact center is generally part of an enterprise's overall </span><a href="http://www.onebusiness.ca/sites/default/files/MEDI_Booklet_Customer_Relationship_Management_Accessible_E.pdf"><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">customer relationship management.(CRM</span></a><span style="background: white; font-size: 12pt; line-height: 115%;">)</span><span class="apple-converted-space"><span style="background: white; font-size: 12pt; line-height: 115%;"> <o:p></o:p></span></span></div>
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<span class="apple-converted-space"><span style="background: white; font-size: 12pt; line-height: 115%;"> </span></span><b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Help Desk: </span></b><span class="apple-converted-space"><span style="background: white; color: #333333; font-size: 12.0pt; line-height: 115%;"> </span></span><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">The main
purpose is to manage and resolve </span><a href="http://www.itilfoundation.org/Incident,-Problem-and-Known-Error-definitions-in-ITIL_79.html"><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">incidents</span></a><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> quickly and effectively, and to
make sure that all requests are followed up</span><span class="apple-converted-space"><span style="background: white; font-size: 12.0pt; line-height: 115%;"> .</span></span><span style="background: white; color: #252525; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> </span><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Help desk<span class="apple-converted-space"> </span>is a resource intended to provide the
customer or<span class="apple-converted-space"> </span></span><a href="http://en.wikipedia.org/wiki/End_user" title="End user"><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">end user</span></a><span class="apple-converted-space"><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> </span></span><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">with information and support
related to a </span><a href="http://en.wikipedia.org/wiki/Company"><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">company's</span></a><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> or institution's products and services.
The purpose of a help desk is usually to<span class="apple-converted-space"> </span></span><a href="http://en.wikipedia.org/wiki/Troubleshoot" title="Troubleshoot"><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">troubleshoot</span></a><span class="apple-converted-space"><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"> </span></span><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">problems or provide guidance about
products such as computers, electronic equipment, food, apparel, or
software. <o:p></o:p></span></div>
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<span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Corporations usually provide help desk support to their
customers through various channels such as toll-free numbers, websites, instant
messaging, or email. There are also in-house help desks designed to provide
assistance to employees.<o:p></o:p></span></div>
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<b><i><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Service Desk
Roles:<o:p></o:p></span></i></b></div>
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<span style="font-size: 12pt; line-height: 115%;">The following roles are needed for the </span><a href="file:///C:/Users/adm%C4%B1n/Desktop/finito.docx#_top"><span style="color: #0070c0; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Service
Desk.</span></a><u><span style="color: red; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;"><o:p></o:p></span></u></div>
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<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">1.<u>Service Desk Manager</u><o:p></o:p></span></div>
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<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">In larger organizations where the Service
Desk is of a significant size, a Service Desk Manager role may be justified
with the Service Desk Supervisor(s) reporting to him or her. In such cases this
role may take responsibility for some of the activities listed above and may
additionally perform the following activities:<o:p></o:p></span></div>
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<span style="font-size: 12pt;">•</span><span style="font-size: 12pt;"> Manage the
overall desk activities, including the supervisors<o:p></o:p></span></div>
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<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Act as a
further </span><a href="http://en.wikipedia.org/wiki/Technological_escalation"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">escalation</span></a><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12pt;">point for the
supervisor(s)<o:p></o:p></span></div>
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<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Take on a wider
</span><a href="http://en.wikipedia.org/wiki/Customer"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">customer</span></a><span style="font-size: 12pt;">-services role<o:p></o:p></span></div>
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<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Report to
senior managers on any issue that could significantly </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">impact the<o:p></o:p></span></div>
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<span style="font-size: 12pt;">business<o:p></o:p></span></div>
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<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Attend </span><a href="http://www.knowledgetransfer.net/dictionary/ITIL/en/Change_Advisory_Board.htm"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Change Advisory Board</span></a><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12pt;">meetings<o:p></o:p></span></div>
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<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Take overall
responsibility for </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">incident and </span><a href="http://www.knowledgetransfer.net/dictionary/ITIL/en/Service_Request.htm"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Service Request</span></a><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12pt;">handling on<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">the Service Desk. This could
also be expanded to any other </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">activity taken<o:p></o:p></span></div>
<div class="MsoNormal">
<span style="font-size: 12pt; line-height: 115%;">on by the Service Desk – e.g. </span><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">monitoring certain classes of </span><a href="http://en.wikipedia.org/wiki/Event_Management_%28ITIL%29"><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">event</span></a><span style="font-size: 12pt; line-height: 115%;">.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">2. <u>Service
Desk Supervisor<o:p></o:p></u></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">In very small
desks it is possible that the senior </span><a href="file:///C:/Users/adm%C4%B1n/Desktop/finito.docx#_top"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Service Desk</span></a><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;"> Analyst
will also act<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">as the Supervisor – but in
larger desks it is likely that a dedicated Service Desk<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">Supervisor </span><a href="https://itservices.uchicago.edu/sites/itservices.uchicago.edu/files/uploads/files/keypriorities/ITSM%20Roles.pdf"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">role</span></a><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12pt;">will be needed.
Where </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">shift<span style="color: #339b00;"> </span>hours dictate it, there
may be two or<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">more post-holders who fulfil the
role, usually on an overlapping basis. The<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">Supervisor’s role is likely to
include:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Ensuring that
staffing and skill levels are maintained throughout<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">operational<span style="color: #339b00;"> </span>hours by managing shift<span style="color: #339b00;"> </span>staffing schedules, etc.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Production of
statistics and management reports<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Representing
the Service Desk at meetings<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Arranging staff
training and awareness sessions<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Liaising with </span><a href="http://www.change-management.com/tutorial-defining-change-management.htm"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Change Management</span></a><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;"><o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="background: white; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12pt;"><o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Performing
briefings to Service Desk staff on changes or </span><span style="font-size: 12pt;">deployments
</span><span style="font-size: 12pt;">that<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">may affect volumes at the
Service Desk<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Assisting
analysts in providing </span><a href="http://www.change-management.com/tutorial-defining-change-management.htm"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">first-line support</span></a><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12pt;">when </span><a href="http://www.change-management.com/tutorial-defining-change-management.htm"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">workload</span></a><span style="font-size: 12pt;">s are high,<o:p></o:p></span></div>
<div class="MsoNormal">
<span style="font-size: 12pt; line-height: 115%;">or where additional experience is required.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-indent: 35.4pt;">
<span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial; mso-bidi-font-weight: bold;">3.<u>Service
Desk Analysts</u><o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">The primary
Service Desk Analyst role is that of providing first-level support<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">through taking calls and
handling the resulting incidents or </span><a href="http://www.knowledgetransfer.net/dictionary/ITIL/en/Service_Request.htm"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Service Request</span></a><span style="font-size: 12pt;">s<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">using the Incident Reporting and
</span><a href="http://www.knowledgetransfer.net/dictionary/ITIL/en/Service_Request.htm"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Request Fulfilment</span></a><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12pt;">processes, in
line with the<o:p></o:p></span></div>
<div class="MsoNormal">
<span style="font-size: 12pt; line-height: 115%;">objectives</span><span style="font-size: 12pt; line-height: 115%;">
described earlier.<o:p></o:p></span></div>
<div class="MsoNormal">
<br /></div>
<div align="center" class="MsoNormal" style="text-align: center;">
<b><span style="font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">2-)Overview of Technical Management<o:p></o:p></span></b></div>
<div class="MsoNormal" style="text-indent: 35.4pt;">
<span style="background: white; font-size: 12pt; line-height: 115%;">ITIL<span class="apple-converted-space"> </span>Technical
Management</span><span class="apple-converted-space"><span style="background: white; font-size: 12pt; line-height: 115%;"> </span></span><span style="background: white; font-size: 12pt; line-height: 115%;">provides technical expertise and support for the management
of the </span><a href="http://searchdatacenter.techtarget.com/definition/infrastructure"><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">IT infrastructure</span></a><span style="background: white; font-size: 12pt; line-height: 115%;">. Technical
Managements plays an important role in the technical aspects of designing, testing,
operating and improving IT services, as well as in developing the skills
required to operate the IT infrastructure required. Technical Management is a
part of </span><a href="http://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation"><span style="background: white; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Arial;">Service Operation</span></a><span style="background: white; font-size: 12pt; line-height: 115%;">.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;"> Technical Management plays a dual </span><span style="font-size: 12pt;">role</span><span style="font-size: 12pt;">:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">It is the
technical knowledge and expertise related to managing the </span><a href="http://searchdatacenter.techtarget.com/definition/infrastructure"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">IT Infrastructure</span></a><span style="font-size: 12pt;">. In this role,
</span><a href="http://wiki.en.it-processmaps.com/images/6/63/Itil-technical-management.jpg"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Technical Management</span></a><span style="font-size: 12pt;"> ensures that
the knowledge required to </span><span style="font-size: 12pt;">design, test</span><span style="font-size: 12pt;">, manage and
improve </span><a href="http://www.suppliercompete.com/it-services/what-are-it-services"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">IT service</span></a><span style="font-size: 12pt;">s is
identified, developed and refined.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">It provides the
actual </span><span style="font-size: 12pt;">resources</span><span style="font-size: 12pt;"> to support the </span><a href="https://www.ictstandard.org/files/ict2/images/Service_Management_ITIL.png"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">ITSM Lifecycle.</span></a><span style="font-size: 12pt;"> In this role
Technical Management ensures that resources are effectively trained and
deployed to </span><span style="font-size: 12pt;">design, build</span><span style="font-size: 12pt;">, transition, </span><span style="font-size: 12pt;">operate</span><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12pt;">and improve the technology required to deliver and support </span><span style="font-size: 12pt;">IT services</span><span style="font-size: 12pt;">.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div align="center" class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: center;">
<b><span style="font-size: 12pt;">Technical Management objectives<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">The objectives
of Technical Management are to help plan, implement and maintain a stable
technical infrastructure to support the organization’s </span><a href="http://searchcio.techtarget.com/definition/business-process-management"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">business process</span></a><span style="font-size: 12pt;">es through:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• Well designed and highly resilient, cost-effective technical
topology<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• The use of adequate technical skills to maintain the technical<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<span style="font-size: 12pt;">infrastructure
in optimum condition<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• Swift use of technical skills to speedily diagnose and resolve
any technical<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify;">
<span style="font-size: 12pt; line-height: 115%;">failures</span><span style="font-size: 12pt; line-height: 115%;">
that do occur.<o:p></o:p></span></div>
<div align="center" class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: center;">
<br /></div>
<div align="center" class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: center;">
<br /></div>
<div align="center" class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: center;">
<br /></div>
<div align="center" class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: center;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="background: white; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12pt;"><o:p></o:p></span></div>
<div align="center" class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: center;">
<b><span style="font-size: 12pt;">Technical
Management Organization<o:p></o:p></span></b></div>
<div align="center" class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: center;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">Technical Management </span><span style="font-size: 12pt;">is not normally provided by a single department or group.
One or more </span><a href="http://en.wikipedia.org/wiki/Technical_support"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Technical Support</span></a><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12pt;">teams or
departments will be needed to provide technical management and support for the </span><a href="file:///C:/Users/adm%C4%B1n/Desktop/tumblr_inline_nltz83TsXG1rki0kq_500.png"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">IT Infrastructure</span></a><span style="font-size: 12pt;">. In all but the smallest
organizations, where a single combined team or department may suffice, separate
teams or departments will be needed for each type of infrastructure being used.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">The primary criterion of
Technical Management organizational structure is that of<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">specialization or division of labour. The
principle is that people are grouped according to their technical skill sets,
and that these skill sets are determined by the technology that needs to be
managed.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Below the list provides
some examples of typical Technical Management teams or departments:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Mainframe team
or department : if one or more </span><a href="http://en.wikipedia.org/wiki/Mainframe_computer"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">mainframe</span></a><span style="font-size: 12pt;"> types are still being used by
the </span><span style="font-size: 12pt;">organization,</span><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;"><o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><a href="http://en.wikipedia.org/wiki/Server_%28computing%29"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Server</span></a><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12pt;">team or
department : often split again by technology types (e.g.Unix server, Wintel
server),<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Storage team or
department : responsible for the management of all data<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">storage devices and media,<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Network Support
team or department, looking after the organization’s internal WANs/LANs and
managing any external network </span><span style="font-size: 12pt;">suppliers,</span><span style="font-size: 12pt;"><o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Desktop team or
department, responsible for all installed desktop equipment,<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Database team
or department, responsible for the creation, maintenance<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">and support of the
organization’s databases,<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><a href="http://en.wikipedia.org/wiki/Middleware"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Middleware</span></a><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12pt;">team or department, responsible for the
integration, testing<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">and maintenance of all
middleware in use in the organization,<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><a href="http://www.dummies.com/how-to/content/defining-terms-what-is-a-directory-service.html"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Directory Service</span></a><span style="font-size: 12pt;">s team or
department, responsible for maintaining<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">access and </span><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;">rights </span><span style="font-size: 12pt;">to service
elements in the infrastructure.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div align="center" class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: center;">
<b><i><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Technical Management roles</span></i></b><i><span style="font-size: 12pt;"><o:p></o:p></span></i></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">The following </span><span style="font-size: 12pt;">roles</span><span style="font-size: 12pt;"> are needed in the </span><span style="font-size: 12pt;">Technical
Management </span><span style="font-size: 12pt;">areas:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<u><span style="font-size: 12pt;">Technical Managers/Team-leaders<o:p></o:p></span></u></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">Technical
Manager or Team-leader (depending upon the size or importance of the team and
the </span><span style="font-size: 12pt;">organization’s structure and culture</span><span style="font-size: 12pt;">) </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">may be needed for each of
the technical teams or departments. The role will:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Take overall
responsibility for </span><a href="http://www.mindtools.com/pages/article/newLDR_41.htm"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">leadership</span></a><span style="font-size: 12pt;">, </span><span style="font-size: 12pt;">control </span><span style="font-size: 12pt;">and decision-making for<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">the technical team or
department,<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Provide </span><a href="http://www.internettime.com/2013/04/the-practical-university/"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">technical knowledge</span></a><span style="font-size: 12pt;"> and leadership
in the specific technical areas<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">covered by the team or
department,<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="background: white; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12pt;"><o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Ensure
necessary technical training, awareness and experience levels are<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">maintained within the team or
department,<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Report to
senior management on all technical issues relevant to their area<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">of responsibility,<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Perform </span><a href="http://en.wikipedia.org/wiki/Line_management"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">line-management</span></a><span style="font-size: 12pt;"> for all team
or department members.<o:p></o:p></span></div>
<div align="center" class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: center;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<u><span style="font-size: 12.0pt; mso-bidi-font-family: Tahoma; mso-bidi-font-weight: bold;">Technical
Analysts/Architects<o:p></o:p></span></u></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Working with </span><span style="font-size: 12pt;">users,</span><span style="font-size: 12pt;"> sponsors, </span><a href="http://wiki.en.it-processmaps.com/index.php/ITIL_Application_Management"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Application Management</span></a><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12pt;">and all other </span><span style="font-size: 12pt;">stakeholders</span><span style="font-size: 12pt;"> to determine their evolving needs,<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Working with
Application Management and other areas in Technical Management to determine the
highest level of </span><span style="font-size: 12pt;">system requirements </span><span style="font-size: 12pt;">required to
meet the requirements within </span><span style="font-size: 12pt;">budget </span><span style="font-size: 12pt;">and technology constraints,<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Defining and
maintaining knowledge about how systems are related and ensuring that
dependencies are understood and managed accordingly,<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Performing </span><a href="http://en.wikipedia.org/wiki/Cost%E2%80%93benefit_analysis"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">cost–benefit analyses</span></a><span style="font-size: 12pt;"> to determine
the most appropriate<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">means to meet the stated
requirements,<o:p></o:p></span></div>
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<br /></div>
<div align="center" class="MsoNormal" style="text-align: center;">
<br /></div>
<div align="center" class="MsoNormal" style="text-align: center;">
<b><span style="background: white; font-size: 16.0pt; line-height: 115%; mso-bidi-font-family: Arial; mso-bidi-font-size: 12.0pt;">IT Operations Management<o:p></o:p></span></b></div>
<div class="MsoNormal" style="background: white; line-height: 15.6pt; margin-bottom: 9.6pt; mso-outline-level: 2;">
<b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">What is
Operations Mageanment?<o:p></o:p></span></b></div>
<div class="MsoNormal" style="background: white; line-height: 15.6pt; mso-margin-bottom-alt: auto; text-align: justify; text-indent: 35.4pt;">
<span style="font-size: 12pt;">Operations Management deals with the
design and management of products, processes, services and supply chains. It
considers the acquisition, development, and utilization of resources that firms
need to deliver the goods and services their clients want.<o:p></o:p></span></div>
<div class="MsoNormal" style="background: white; line-height: 15.6pt; mso-margin-bottom-alt: auto; text-align: justify; text-indent: 35.4pt;">
<span style="font-size: 12pt;">The purvey of OM ranges from strategic to
tactical and operational levels. Representative strategic issues include
determining the size and location of manufacturing plants, deciding the
structure of service or telecommunications networks, and designing technology
supply chains.<o:p></o:p></span></div>
<div class="MsoNormal" style="background: white; line-height: 15.6pt; mso-margin-bottom-alt: auto; text-indent: 35.4pt;">
<span style="font-size: 12pt;">Tactical issues include plant layout and structure,
project management methods, and equipment selection and replacement.
Operational issues include production scheduling and control, inventory
management, quality control and inspection, traffic and materials handling, and
equipment maintenance policies.<o:p></o:p></span></div>
<div class="MsoNormal" style="background: white; line-height: 15.6pt; mso-margin-bottom-alt: auto; text-indent: 35.4pt;">
<b><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">Operations
management</span></b><span class="apple-converted-space"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;"> </span></span><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">is an area of<span class="apple-converted-space"> </span></span><a href="http://en.wikipedia.org/wiki/Management" title="Management"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #0b0080; font-size: 12pt;">management</span></a><span class="apple-converted-space"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;"> </span></span><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">concerned with overseeing, designing, and
controlling the process of<span class="apple-converted-space"> </span></span><a href="http://en.wikipedia.org/wiki/Production_(economics)" title="Production (economics)"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #0b0080; font-size: 12pt;">production</span></a><span class="apple-converted-space"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;"> </span></span><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">and redesigning<span class="apple-converted-space"> </span></span><a href="http://en.wikipedia.org/wiki/Business_operations"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-size: 12pt;">business operations</span></a><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-size: 12pt;"> </span><span style="font-size: 12.0pt;">(http://en.wikipedia.org/wiki/Business_operations)</span><span class="apple-converted-space"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;"> </span></span><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">in the production of<span class="apple-converted-space"> </span></span><a href="http://en.wikipedia.org/wiki/Good_(economics)" title="Good (economics)"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #0b0080; font-size: 12pt;">goods</span></a><span class="apple-converted-space"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;"> </span></span><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">or<span class="apple-converted-space"> </span></span><a href="http://en.wikipedia.org/wiki/Service_(economics)" title="Service (economics)"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #0b0080; font-size: 12pt;">services</span></a><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">. It involves the responsibility of ensuring that<span class="apple-converted-space"> </span></span><a href="http://en.wikipedia.org/wiki/Business" title="Business"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #0b0080; font-size: 12pt;">business</span></a><span class="apple-converted-space"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;"> </span></span><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">operations
are<span class="apple-converted-space"> </span></span><a href="http://en.wikipedia.org/wiki/Efficiency" title="Efficiency"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #0b0080; font-size: 12pt;">efficient</span></a><span class="apple-converted-space"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;"> </span></span><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">in
terms of using as few resources as needed, and<span class="apple-converted-space"> </span></span><a href="http://en.wikipedia.org/wiki/Effectiveness" title="Effectiveness"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #0b0080; font-size: 12pt;">effective</span></a><span class="apple-converted-space"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;"> </span></span><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">in
terms of meeting customer requirements. It is concerned with managing the
process that converts inputs (in the forms of<span class="apple-converted-space"> </span></span><a href="http://en.wikipedia.org/wiki/Raw_material" title="Raw material"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #0b0080; font-size: 12pt;">raw materials</span></a><span style="font-size: 12.0pt; mso-no-proof: yes;"> , <o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="background: white; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12.0pt; mso-no-proof: yes;"><o:p></o:p></span></div>
<div class="separator" style="clear: both; text-align: center;">
</div>
<div class="MsoNormal" style="background: white; line-height: 15.6pt; mso-margin-bottom-alt: auto;">
<a href="http://en.wikipedia.org/wiki/Manual_labour" title="Manual labour"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #0b0080; font-size: 12pt;">labor</span></a><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;"> and<span class="apple-converted-space"> </span></span><a href="http://en.wikipedia.org/wiki/Energy" title="Energy"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #0b0080; font-size: 12pt;">energy</span></a><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">) into outputs (in the form of
goods and/or services).</span><a href="http://en.wikipedia.org/wiki/Operations_management#cite_note-1"><sup><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #0b0080; font-size: 12pt;">[2]</span></sup></a><span class="apple-converted-space"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;"> </span></span><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">The
relationship of operations management to<span class="apple-converted-space"> </span></span><a href="http://en.wikipedia.org/wiki/Senior_management" title="Senior management"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #0b0080; font-size: 12pt;">senior management</span></a><span style="font-size: 12.0pt; mso-no-proof: yes;"> </span><span class="apple-converted-space"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;"> </span></span><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">in commercial contexts can be compared to the
relationship of<span class="apple-converted-space"> </span></span><a href="http://en.wikipedia.org/wiki/Line_officer" title="Line officer"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #0b0080; font-size: 12pt;">line officers</span></a><span class="apple-converted-space"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;"> </span></span><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">to highest-level senior officers in<span class="apple-converted-space"> </span></span><a href="http://en.wikipedia.org/wiki/Military_science" title="Military science"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #0b0080; font-size: 12pt;">military science</span></a><span style="font-size: 12.0pt; mso-no-proof: yes;"> </span><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">. </span><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">The highest-level officers shape the<span class="apple-converted-space"> </span></span><a href="http://en.wikipedia.org/wiki/Strategy" title="Strategy"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #0b0080; font-size: 12pt;">strategy</span></a><span class="apple-converted-space"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;"> </span></span><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">and revise it over time, while the line
officers make<span class="apple-converted-space"> </span></span><a href="http://en.wikipedia.org/wiki/Military_tactics" title="Military tactics"><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #0b0080; font-size: 12pt;">tactical</span></a><span style="font-size: 12.0pt;"> </span><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">decisions in support of carrying out the strategy. In business as in
military affairs, the boundaries between levels are not always distinct;
tactical information dynamically informs strategy, and individual people often
move between roles over time.<o:p></o:p></span></div>
<div class="MsoNormal" style="background: white; line-height: 15.6pt; mso-margin-bottom-alt: auto;">
<span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;"><br /></span></div>
<div class="MsoNormal" style="background: white; mso-line-height-alt: 15.6pt; mso-margin-bottom-alt: auto; text-align: justify; text-indent: 35.4pt;">
<b><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 16pt;">Take of
Service Operation<o:p></o:p></span></b></div>
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<span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">
</span></div>
<div class="MsoNormal" style="background: white; line-height: 15.6pt; mso-margin-bottom-alt: auto; text-align: justify;">
<span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">The purpose of this painting includes
service operations and goals<b>.<o:p></o:p></b></span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhHmx_U2CsQmLdOTPagfoaRjxclPrkLsA1ZjHagJnZeeT0H-wuUsrg9sBGyRoZp6GbTZU0UDrIAeQiUY5tHt3yrH2VYju_eJG0XfGOxLkHw0v0rrYQ4T3iL2c8sep3WQ5DSaouaol7kWJU/s1600/17.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="178" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhHmx_U2CsQmLdOTPagfoaRjxclPrkLsA1ZjHagJnZeeT0H-wuUsrg9sBGyRoZp6GbTZU0UDrIAeQiUY5tHt3yrH2VYju_eJG0XfGOxLkHw0v0rrYQ4T3iL2c8sep3WQ5DSaouaol7kWJU/s400/17.png" width="400" /></a></div>
<div class="MsoNormal" style="background: white; line-height: 15.6pt; margin-bottom: .0001pt; margin-bottom: 0cm; text-align: justify;">
<b><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">Scope of Service Operation<o:p></o:p></span></b></div>
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<br /></div>
<div class="MsoNormal" style="background: white; line-height: 15.6pt; margin-bottom: .0001pt; margin-bottom: 0cm; text-align: justify;">
<span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">Implementation of
all ongoing activities :<o:p></o:p></span></div>
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<br /></div>
<div class="MsoListParagraphCxSpFirst" style="background: white; margin-bottom: 0.0001pt; text-indent: -18pt;">
<!--[if !supportLists]--><span style="color: #252525; font-family: Symbol; font-size: 12.0pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal;">
</span></span><!--[endif]--><a href="http://en.wikipedia.org/wiki/Business_service_management"><b><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-size: 12pt;">The services themselves</span></b></a><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">, i.e., all activities that are part of a service, independent of who is
performing it (IT service provider, external supplier, user or customer).<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; margin-bottom: 0.0001pt; text-indent: -18pt;">
<!--[if !supportLists]--><span style="color: #252525; font-family: Symbol; font-size: 12.0pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal;">
</span></span><!--[endif]--><a href="http://link.springer.com/chapter/10.1007/11907466_6"><b><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-size: 12pt;">Service management processes</span></b></a><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">, i.e., all
operational activities, even if they originate from another phase of the
service life cycle.<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; margin-bottom: 0.0001pt; text-indent: -18pt;">
<!--[if !supportLists]--><span style="color: #252525; font-family: Symbol; font-size: 12.0pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal;">
</span></span><!--[endif]--><a href="http://www.hbs.edu/doctoral/areas-of-study/technology-operations-management/Pages/default.aspx"><b><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-size: 12pt;">Technology</span></b></a><b><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">, </span></b><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">i.e.,<b>
</b>integrated management of the technology provided for the services takes
place during Service Operation.<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpLast" style="background: white; margin-bottom: 0.0001pt; text-indent: -18pt;">
<!--[if !supportLists]--><span style="color: #252525; font-family: Symbol; font-size: 12.0pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal;">
</span></span><!--[endif]--><a href="http://www.sciencedirect.com/science/article/pii/S0925527303001166"><b><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-size: 12pt;">Persons,</span></b></a><b><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;"> </span></b><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">i.e. scheduling and management of the
necessary know how for performing the Service Operations.[3]<o:p></o:p></span></div>
<div class="MsoNormal" style="background: white; line-height: 15.6pt; margin-bottom: .0001pt; margin-bottom: 0cm; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="background: white; line-height: 15.6pt; margin-bottom: .0001pt; margin-bottom: 0cm; text-align: justify;">
<span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">Value to the
business:<o:p></o:p></span></div>
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<br /></div>
<div class="MsoListParagraphCxSpFirst" style="background: white; line-height: 15.6pt; margin-bottom: .0001pt; margin-bottom: 0cm; mso-add-space: auto; mso-list: l2 level1 lfo2; text-align: justify; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="color: #252525; font-family: Symbol; font-size: 12.0pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">Reduction of unplanned staffing expenses
and costs.<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; line-height: 15.6pt; margin-bottom: .0001pt; margin-bottom: 0cm; mso-add-space: auto; mso-list: l2 level1 lfo2; text-align: justify; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="color: #252525; font-family: Symbol; font-size: 12.0pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">Reduction of the duration and frequency
of service failures.<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; line-height: 15.6pt; margin-bottom: .0001pt; margin-bottom: 0cm; mso-add-space: auto; mso-list: l2 level1 lfo2; text-align: justify; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="color: #252525; font-family: Symbol; font-size: 12.0pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">Providing quick and effective access to
Standard services.<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpLast" style="background: white; line-height: 15.6pt; margin-bottom: .0001pt; margin-bottom: 0cm; mso-add-space: auto; mso-list: l2 level1 lfo2; text-align: justify; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="color: #252525; font-family: Symbol; font-size: 12.0pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">Providing a basis for an automated
operation.<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="background: white; line-height: 15.6pt; margin-bottom: .0001pt; margin-bottom: 0cm; text-align: justify;">
<span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">Roles of good
communication in Service Operation:<o:p></o:p></span></div>
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<br /></div>
<div class="MsoListParagraphCxSpFirst" style="background: white; line-height: 15.6pt; margin-bottom: .0001pt; margin-bottom: 0cm; mso-add-space: auto; mso-list: l1 level1 lfo3; text-align: justify; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="color: #252525; font-family: Symbol; font-size: 12.0pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">Good communication is required.<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; line-height: 15.6pt; margin-bottom: .0001pt; margin-bottom: 0cm; mso-add-space: auto; mso-list: l1 level1 lfo3; text-align: justify; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="color: #252525; font-family: Symbol; font-size: 12.0pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">Avoids problematic situations.<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; line-height: 15.6pt; margin-bottom: .0001pt; margin-bottom: 0cm; mso-add-space: auto; mso-list: l1 level1 lfo3; text-align: justify; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="color: #252525; font-family: Symbol; font-size: 12.0pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">Principle: must pursue a specific purpose
or triggeran action.<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; line-height: 15.6pt; margin-bottom: .0001pt; margin-bottom: 0cm; mso-add-space: auto; mso-list: l1 level1 lfo3; text-align: justify; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="color: #252525; font-family: Symbol; font-size: 12.0pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;"><o:p> </o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; line-height: 15.6pt; margin-bottom: .0001pt; margin-bottom: 0cm; mso-add-space: auto; text-align: justify;">
<br /></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; line-height: 15.6pt; margin-bottom: .0001pt; margin-bottom: 0cm; margin-left: 213.0pt; margin-right: 0cm; margin-top: 0cm; mso-add-space: auto; text-align: justify; text-indent: 34.8pt;">
<br /></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; line-height: 15.6pt; margin-bottom: .0001pt; margin-bottom: 0cm; mso-add-space: auto; mso-list: l1 level1 lfo3; text-align: justify; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="color: #252525; font-family: Symbol; font-size: 12.0pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">Communication includes:<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; line-height: 15.6pt; margin-bottom: .0001pt; margin-bottom: 0cm; margin-left: 71.4pt; margin-right: 0cm; margin-top: 0cm; mso-add-space: auto; mso-list: l0 level1 lfo4; text-align: justify; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="color: #252525; font-family: Wingdings; font-size: 12.0pt; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings;">ü<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">Routine communication at the facility.<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; line-height: 15.6pt; margin-bottom: .0001pt; margin-bottom: 0cm; margin-left: 71.4pt; margin-right: 0cm; margin-top: 0cm; mso-add-space: auto; mso-list: l0 level1 lfo4; text-align: justify; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="color: #252525; font-family: Wingdings; font-size: 12.0pt; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings;">ü<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">Performance reporting.<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; line-height: 15.6pt; margin-bottom: .0001pt; margin-bottom: 0cm; margin-left: 71.4pt; margin-right: 0cm; margin-top: 0cm; mso-add-space: auto; mso-list: l0 level1 lfo4; text-align: justify; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="color: #252525; font-family: Wingdings; font-size: 12.0pt; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings;">ü<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">Communication in projects.<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpLast" style="background: white; line-height: 15.6pt; margin-bottom: .0001pt; margin-bottom: 0cm; margin-left: 71.4pt; margin-right: 0cm; margin-top: 0cm; mso-add-space: auto; mso-list: l0 level1 lfo4; text-align: justify; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="color: #252525; font-family: Wingdings; font-size: 12.0pt; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings;">ü<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 12pt;">Training regarding new processes or
Service Designs.<o:p></o:p></span></div>
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<br /></div>
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<b><span style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-size: 13pt;">IT Operations<o:p></o:p></span></b></div>
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<br /></div>
<div class="MsoNormal" style="background: white; line-height: 15.6pt; margin-bottom: 12.0pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">To focus on delivering the service as agreed with the
customer, the service provider will first have to manage the technical
infrastructure that is used to deliver the services. Even when no new customers
are added and no new services have to be </span><span lang="EN-US" style="font-size: 12pt;">introduced, no incidents occur in existing services, and
no changes have to be made in existing services services – the </span><a href="http://searchcio.techtarget.com/definition/IT-organization-information-technology-organization"><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR; mso-no-proof: yes;">IT organization</span></a><span lang="EN-US" style="font-size: 12pt;"> will be busy with a range of service operation. These
activities focus on actually delivering the agreed service.<o:p></o:p></span></div>
<div class="MsoNormal" style="background: white; line-height: 15.6pt; margin-bottom: 12.0pt; text-indent: 35.4pt;">
<b><span lang="EN-US" style="font-size: 12pt;">IT Operations Management<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">In business,
the term ‘</span><a href="http://en.wikipedia.org/wiki/Operations_management"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Operations Management’</span></a><span style="font-size: 12pt;"> is used to
mean the department, group or team of people responsible for performing the
organization’s day-to-day </span><a href="http://www.investopedia.com/terms/o/operating-activities.asp"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">operational activities</span></a><span style="font-size: 12pt;"> – such as
running the production line in a manufacturing </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">environment<span style="color: #339b00;"> </span>or managing the distribution centres and fleet movements
within a logistics organization. <o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">Operations Management generally
has the following characteristics:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">There is work
to ensure that a device, system or </span><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;">process </span><span style="font-size: 12pt;">is actually
running or working (as opposed to </span><a href="http://www.referenceforbusiness.com/management/Ob-Or/Operations-Management.html"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">strategy</span></a><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12pt;">or </span><a href="http://www.leoisaac.com/operations/top025.htm"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">planning</span></a><span style="font-size: 12pt;">)<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">This is where </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">plans are turned into actions <o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">The focus is on
daily or shorter-term activities, although it should be noted that these
activities will generally be performed and repeated over a relatively long
period (as opposed to one-off </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">project<span style="color: #339b00;"> </span>type
activities)<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">These
activities are executed by specialized technical staff, who often have to
undergo technical training to learn how to perform each </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">activity<span style="color: #339b00;"><o:p></o:p></span></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">There is a
focus on building repeatable, consistent actions that – if repeated frequently
enough at the right level of </span><a href="http://managementhelp.org/operationsmanagement/"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">quality</span></a><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12pt;">– will ensure
the success of the </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">operation <span style="color: #339b00;"><o:p></o:p></span></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">This is where
the actual value of the </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">organization<span style="color: #339b00;"> </span>is
delivered and measured<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">There is a </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">dependency<span style="color: #339b00;"> </span>on investment in
equipment or human resources or both<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">The value generated,
must exceed the </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">cost<span style="color: #339b00;"> </span>of the investment and
all other organizational overheads (such as
management and marketing costs) if the business is to succeed.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">In a similar
way, </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">IT
Operations Management<span style="color: #339b00;"> </span>can be defined as the function<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">responsible for the ongoing
management and maintenance of an organization’s<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<a href="http://www.techopedia.com/definition/29199/it-infrastructure"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">IT Infrastructure</span></a><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12pt;">to ensure
delivery of the agreed level of </span><a href="http://searchcio.techtarget.com/definition/ITSM"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">IT service</span></a><span style="font-size: 12pt;">s to the business.<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">IT Operations<span style="color: #339b00;"> </span>can be defined as the set of activities involved in the
day-to-day running of the IT Infrastructure for the purpose of
delivering IT services at agreed levels to meet stated business objectives.</span><b><span lang="EN-US" style="font-size: 12pt;"> </span></b></div>
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<span lang="EN-US" style="font-size: 12pt;">IT operations management has two
functions: </span><a href="https://www.fca.gov/Download/ITManual/itoperations.pdf"><i><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR; mso-no-proof: yes;">IT operations
control</span></i></a><span lang="EN-US" style="font-size: 12pt;">, which
ensures that routine operational tasks are carried out to deliver agreed IT
services, and </span><a href="http://wiki.en.it-processmaps.com/index.php/IT_Facilities_Management"><i><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR; mso-no-proof: yes;">facilities
management</span></i></a><i><span lang="EN-US" style="font-size: 12pt;">, </span></i><span lang="EN-US" style="font-size: 12pt;">for the management of physical IT environment, usually
data centers or computer rooms.<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">IT
operations control oversees all operational activities and IT infrastructure
events. This can be done with the help of an </span><a href="https://www.brighttalk.com/webcast/8743/93829"><i><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR; mso-no-proof: yes;">operations bridge</span></i></a><i><span lang="EN-US" style="font-size: 12pt;"> </span></i><span lang="EN-US" style="font-size: 12pt;"> or </span><a href="http://en.wikipedia.org/wiki/Network_management"><i><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR; mso-no-proof: yes;">network operations</span></i></a><span lang="EN-US" style="font-size: 12pt;"> center. IT operations control is responsible for tasks
including console management, job scheduling, backup and restore, print and
output management, and performance and maintenance activities. In many cases,
staff from technical and application management groups form part of the IT
operations management function.<o:p></o:p></span></div>
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<span lang="EN-US" style="font-size: 12pt;">IT
operations management is responsible for documentation like standard operating
procedures(</span><a href="http://www.processfolks.com/industry/info-tech/14-it-sops-it-department"><span lang="EN-US" style="font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR; mso-no-proof: yes;">SOPs</span></a><span lang="EN-US" style="font-size: 12pt;">),
operation logs, shift schedules and reports, and operation schedules.<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 115%;">IT operations is a separate function
within the IT organization, with clear tasks and rights. However, the technical
and application management frequently also take over parts of the day-to-day
operation and therefore perform an integrated operations function covering
multiple teams. There is no central method for the clear separation of tasks
between operation and engineering as this is dependent to a significant extent
upon the IT infrastructure’s degree of maturity and stability.<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 115%;">In the business the term “operations management” is used for
that part of the organization which controls and monitors the operational
day-to-day business.<o:p></o:p></span></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 115%;"> This
is also the case within the IT: there is a whole range of activities which
relate to all aspects of IT service delivery. These can be ensuring that
systems are started up, data is </span><a href="https://technet.microsoft.com/en-us/library/hh278864.aspx"><span style="font-size: 12.0pt; line-height: 115%;">backed</span></a><span style="font-size: 12.0pt; line-height: 115%;"> up, reports printed or batch jobs
executed.<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 115%;">The role of IT operations management consists of performing
continuous activities as well as the control and maintenance of the IT
infrastructure so the services can be delivered and supported in accordance
with the agreed service level agreement.<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; line-height: 115%;">This role
can be summarized as follows:<o:p></o:p></span></div>
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<!--[if !supportLists]--><span style="font-family: Symbol; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span style="font-size: 12.0pt; line-height: 115%;">On
the one side, </span><a href="https://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/service_operation/ITIL_Service%20Operation%20Glossary%20pdf.ashx"><span style="font-size: 12.0pt; line-height: 115%;">operations control</span></a><span style="font-size: 12.0pt; line-height: 115%;">, in other words the processing of
the console management, job scheduling, backup & restore procedures,
printout and output management as well as the maintenance work for the various Technologies<o:p></o:p></span></div>
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<!--[if !supportLists]--><span style="font-family: Symbol; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span style="font-size: 12.0pt; line-height: 115%;">On
the other side, this also includes the facility management which
relates to the management of the physical IT environment. Typically this
includes the </span><a href="http://en.wikipedia.org/wiki/Data_center"><span style="font-size: 12.0pt; line-height: 115%;">data center</span></a><span style="font-size: 12.0pt; line-height: 115%;"> rooms, recovery sites or network
room as well as securing the air-conditioning and a reliable power supply.<o:p></o:p></span></div>
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<b><span style="font-size: 12pt;">IT Operations Management role<o:p></o:p></span></b></div>
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<br /></div>
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<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">The role of Operations
Management is to execute the ongoing activities and procedures required to
manage and maintain the IT Infrastructure so as to deliver and support IT
Services at the agreed levels. These have already been described in section 5,
but are summarized here for completeness: <o:p></o:p></span></div>
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<br /></div>
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<span style="font-size: 12.0pt; mso-bidi-font-family: SymbolMT;">•
</span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Operations
Control, which oversees the execution and monitoring of the operational
activities and </span><a href="http://en.wikipedia.org/wiki/Event_management"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">events</span></a><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;"> in the IT Infrastructure.
This can be done with the assistance of an Operations Bridge or Network
Operations Centre. In addition to executing routine tasks from all technical
areas, <o:p></o:p></span></div>
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<span style="font-size: 12pt;">Operations
Control also performs the following specific tasks:<o:p></o:p></span></div>
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<span style="font-size: 12pt;">• </span><a href="http://www-01.ibm.com/support/knowledgecenter/POWER6/iphbx_p5/iphbxbook.pdf"><b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Console Management</span></b></a><span style="font-size: 12pt;">, which refers
to defining central observation and monitoring </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">capability and then
using those consoles to exercise monitoring and control activities<o:p></o:p></span></div>
<div class="MsoNormal" style="margin: 0cm 0cm 0.0001pt 35.4pt; text-align: justify; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><a href="http://wps.prenhall.com/wps/media/objects/7117/7288732/krm9e_SuppJ.pdf"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Job Scheduling</span></a><span style="font-size: 12pt;">, or the management
of routine batch jobs or scripts<o:p></o:p></span></div>
<div class="MsoNormal" style="margin: 0cm 0cm 0.0001pt 35.4pt; text-align: justify; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><a href="http://inelmen.boun.edu.tr/video/mis07/misindex07.pdf"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Backup <b>and </b>Restore</span></a><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12pt;">on behalf of
all Technical and Application Management teams and departments and often on
behalf </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">of
users<o:p></o:p></span></div>
<div class="MsoNormal" style="margin: 0cm 0cm 0.0001pt 35.4pt; text-align: justify; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><a href="http://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation"><b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Print and Output management</span></b></a><b><span style="font-size: 12pt;"> </span></b><span style="font-size: 12pt;">for the
collation and distribution of all centralized printing or electronic output<o:p></o:p></span></div>
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<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Performance of </span><a href="http://www.liteea.com/slgcp/governance/sdlc/slm10.pdf"><b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">maintenance activities</span></b></a><b><span style="font-size: 12pt;"> </span></b><span style="font-size: 12pt;">on behalf of
Technical </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">or
Application Management teams or departments.<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; mso-bidi-font-family: SymbolMT;">•
</span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Facilities
Management, which refers to the management of the physical IT environment,
typically a Data Centre or computer rooms and recovery sites together with all
the power and cooling equipment. Facilities Management also includes the
coordination of large-scale consolidation projects, e.g. Data Centre
consolidation or server consolidation projects.<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">In some cases the
management of a data centre is outsourced, in which case Facilities Management
refers to the management of the </span><a href="http://en.wikipedia.org/wiki/Outsourcing"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">outsourcing</span></a><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">contract.<o:p></o:p></span></div>
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<br /></div>
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<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">As with many IT Service
Management processes and functions, IT Operations Management plays a dual role.<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">IT Operations Management is responsible for executing the
activities and </span><a href="http://en.wikipedia.org/wiki/New_Source_Performance_Standard"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">performance standard</span></a><span style="font-size: 12pt;">s defined
during </span><a href="http://wiki.en.it-processmaps.com/index.php/ITIL_Service_Design"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Service Design</span></a><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12pt;">and tested
during Service Transition. In this sense IT Operations’ role is primarily to
maintain the status quo. The stability of the </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">IT Infrastructure and consistency of IT
services is a primary concern of IT Operations. Even operationalimprovements
are aimed at finding simpler and better ways of doing the same thing.<o:p></o:p></span></div>
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<br /></div>
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<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">At the same time, IT Operations is part of the </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">process of adding value to the different lines of business and to
support the </span><a href="http://wiki.en.it-processmaps.com/index.php/ITIL_Service_Strategy"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">value network</span></a><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12pt;">(see the ITIL </span><a href="http://wiki.en.it-processmaps.com/index.php/ITIL_Service_Strategy"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Service Strategy</span></a><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12pt;">publication).
The ability of the business to meet its </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">objectives and to remain competitive depends on the
output and reliability of the day-to-day operation of IT. As such, IT
Operations Management<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">must be able to continually adapt to
business requirements and demand.The Business does not care that IT Operations
complied with a Standard procedure or that a server performed optimally. As
business demand and requirements change, IT Operations Management must be able
to keep pace with them, often challenging the status quo.<o:p></o:p></span></div>
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<br /></div>
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<b><span lang="EN-US" style="font-size: 12pt;">Scope and Role:<o:p></o:p></span></b></div>
<div class="MsoListParagraphCxSpFirst" style="background: white; line-height: 15.6pt; margin-bottom: 12.0pt; mso-add-space: auto; mso-list: l1 level1 lfo1; text-indent: -18.0pt;">
<!--[if !supportLists]--><span lang="EN-US" style="font-family: Symbol; font-size: 12pt;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="font-size: 12pt;">Department,
group or team with responsibility for day-to-day operational activities.<b><o:p></o:p></b></span></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; line-height: 15.6pt; margin-bottom: 12.0pt; mso-add-space: auto; mso-list: l1 level1 lfo1; tab-stops: 329.25pt; text-indent: -18.0pt;">
<!--[if !supportLists]--><span lang="EN-US" style="font-family: Symbol; font-size: 12pt;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="font-size: 12pt;">On-going
management and administration of the IT infrastructure to assure the aggreed
upon service level goals.</span><span lang="EN-US" style="font-size: 12pt;"><o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; line-height: 15.6pt; margin-bottom: 12.0pt; mso-add-space: auto; mso-list: l1 level1 lfo1; tab-stops: 329.25pt; text-indent: -18.0pt;">
<!--[if !supportLists]--><span lang="EN-US" style="font-family: Symbol; font-size: 12pt;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="font-size: 12pt;">Maintaining
the current status of service provisioning.</span><span lang="EN-US" style="font-size: 12pt;"><o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; line-height: 15.6pt; margin-bottom: 12.0pt; mso-add-space: auto; mso-list: l1 level1 lfo1; tab-stops: 329.25pt; text-indent: -18.0pt;">
<!--[if !supportLists]--><span lang="EN-US" style="font-family: Symbol; font-size: 12pt;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="font-size: 12pt;">Regular
inspection and improvement of the service at reduced costs.</span><span lang="EN-US" style="font-size: 12pt;"><o:p></o:p></span></div>
<div class="MsoListParagraphCxSpLast" style="background: white; line-height: 15.6pt; margin-bottom: 12.0pt; mso-add-space: auto; mso-list: l1 level1 lfo1; tab-stops: 329.25pt; text-indent: -18.0pt;">
<!--[if !supportLists]--><span lang="EN-US" style="font-family: Symbol; font-size: 12pt;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="font-size: 12pt;">Quick
deployment of operational capabilities for diagnosis and solution of
interruptions and problem in IT operations.</span><span lang="EN-US" style="font-size: 12pt;"><o:p></o:p></span></div>
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<b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Application Management<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Application Management is
responsible for managing applications throughout their
</span><a href="http://en.wikipedia.org/wiki/Application_lifecycle_management"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">lifecycle</span></a><span style="font-size: 12pt;">. The
Application Management function is performed by any </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">department, group or team
involved in managing and supporting operational applications.
Application Management also plays an important </span><a href="http://en.wikipedia.org/wiki/Application_lifecycle_management"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">role</span></a><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12pt;">in the </span><a href="http://en.wikipedia.org/wiki/Application_lifecycle_management"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">design</span></a><span style="font-size: 12pt;">, </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">testing and improvement of
applications that form part of IT services. As such, it may be involved in
development projects, but is not usually the same as the Applications
Development teams.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<b><span style="font-size: 12pt;">Application
Management role<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Application Management is
to applications what Technical Management is to the IT Infrastructure. Application
Management plays a role in all applications, whether purchased or developed
in-house. One of the key decisions that they contribute to is the decision of
whether to buy an application or build it (this is discussed in detail in the
Service Design publication). Once that decision is made, Application Management
will play a dual role: <o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: SymbolMT;">• </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">It is the custodian of
technical knowledge and expertise related to managing applications. In this
role Application Management, working together with Technical Management,
ensures that the knowledge required to design, test, manage and improve IT
services is identified, developed and refined.<o:p></o:p></span></div>
<div class="MsoListParagraph" style="mso-list: l0 level1 lfo1; text-indent: -18.0pt;">
</div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: SymbolMT;">• </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">It provides the actual
resources to support the ITSM Lifecycle.
In this role, Application Management ensures that resources are effectively
trained and deployed to design, build, transition, operate and improve the
technology required to deliver and support IT services.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">By performing </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">these two roles,
Application Management is able to ensure that<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">the organization has access to the right
type and level of human resources to<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">manage applications and thus to meet
business objectives. This starts in Service<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Strategy and is expanded in Service Design,
tested in Service Transition and<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">refined in </span><a href="file:///C:/Users/adm%C4%B1n/Desktop/in%20Continual%20Service%20Improvement"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Continual Service Improvement</span></a><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12pt;">(see </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">other ITIL publications in
this<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">series).<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">these resources.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">In </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">additional to these two
high-level roles, Application Management also performs<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">the following two specific roles:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: SymbolMT;">• </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Providing guidance to IT Operations
about how best to carry out the ongoing operational management of applications.
This role is partly carried out during the Service Design process, but it is
also a part of everyday communication with IT Operations Management as they
seek to achieve stability and optimum performance.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: SymbolMT;">• </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">The integration of the
Application Management Lifecycle into the ITSM Lifecycle. This is discussed
below.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">The objectives, activities and structures
that enable Application Management to<o:p></o:p></span></div>
<div class="MsoNormal" style="background: white; line-height: 15.6pt; margin-bottom: 12.0pt; tab-stops: 329.25pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">play these roles effectively are discussed below.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; text-indent: 35.4pt;">
<b><span style="font-size: 12pt;">Application Management Lifecycle<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">The </span><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;">lifecycle </span><span style="font-size: 12pt;">followed to
develop and manage applications has been referred to<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">by many names, including the </span><a href="http://en.wikipedia.org/wiki/Systems_development_life_cycle"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Software Lifecycle</span></a><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12pt;">(SLC) and </span><a href="http://www.veracode.com/security/software-development-lifecycle"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Software Development
Lifecycle</span></a><span style="font-size: 12pt;"> (SDLC). These are generally used by Applications Development
teams and their </span><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;">Project </span><span style="font-size: 12pt;">Managers to define their involvement in designing, building,
testing, deploying and supporting applications. Examples of these approaches
are Structured Systems Analysis and Design Methodology (SSADM), Dynamic Systems
Development Method (DSDM), Rapid Application Development (RAD), etc.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">ITIL is primarily
i</span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">nterested in
the overall management of applications as part of IT<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">services, whether they
are developed in-house or purchased from a </span><a href="http://en.wikipedia.org/wiki/Third_party"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">third party</span></a><span style="font-size: 12pt;">.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">For this reason, the </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">term Application Management
Lifecycle has been used, as it<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">implies a more holistic view.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">This should not
</span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">replace the
SDLC, which is still a valid approach used by developers, especially by
third-party software companies. However, it does mean that there should be
greater alignment between the development view of applications and the ‘live’
management of those applications.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">This is more difficult in
large-scale purchased applications, such as e-mail, since<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">the developers do not typically interact
individually with their application’s users.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">However, the basic lifecycle still holds
true in that the application needs <o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">requirements, design, customization,
operation and deployment. Optimization is<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">achieved through better management,
improvements to customization and<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">upgrades.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div align="right" class="MsoNormal" style="background: white; line-height: 15.6pt; margin-bottom: 12.0pt; tab-stops: 329.25pt; text-align: right;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
</div>
<div class="MsoNormal" style="background: white; line-height: 15.6pt; margin-bottom: 12.0pt; tab-stops: 329.25pt;">
<span style="font-size: 12pt;">The Application Management Lifecycle is illustrated as
follows:<o:p></o:p></span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEig6hoVtel-n2QyPK64FqhwC70Cy2qiGU3LqLHfMAmzwTx-wz6TQN6RpkyipfeB_v_f2I-1sOgiCSRGdtOQEnS27FKVCUEy2yF2yGtzIRdfeQAsy1fWUKrJy_flKl0jkolTsqWHJQw4W6o/s1600/20.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="291" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEig6hoVtel-n2QyPK64FqhwC70Cy2qiGU3LqLHfMAmzwTx-wz6TQN6RpkyipfeB_v_f2I-1sOgiCSRGdtOQEnS27FKVCUEy2yF2yGtzIRdfeQAsy1fWUKrJy_flKl0jkolTsqWHJQw4W6o/s400/20.png" width="400" /></a></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">ITSM processes
and Applications Development processes have to be aligned as<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">part of the overall </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">strategy of delivering IT
services in support of the business.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">Applications
Development and Operations are part of the same overall lifecycle<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">and both should be involved at
all stages, although their level of involvement will<o:p></o:p></span></div>
<div class="MsoNormal" style="background: white; line-height: 15.6pt; margin-bottom: 12.0pt;">
<span style="font-size: 12pt;">vary
depending on the stage of the lifecycle.</span><span style="font-size: 12pt;"><o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Relationship between the Application Management and Service
Management<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Lifecycles<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">The </span><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;">Application
Management Lifecycle </span><span style="font-size: 12pt;">should not be seen as an alternative to the Service
Management Lifecycle. Applications are part of services and have to be managed
as such. Nevertheless, </span><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;">application</span><span style="font-size: 12pt;">s are a unique blend of technology and
functionality and this requires a specialized focus at each stage of the
Service Management Lifecycle.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">Each stage of
the Application Management Lifecycle has its own specific set of </span><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;">objective</span><span style="font-size: 12pt;">s, activities, </span><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;">deliverable</span><span style="font-size: 12pt;">s and dedicated
teams. Each stage also has a clear responsibility to ensure that their outputs
match up to the specific objectives of the Service Management Lifecycle.
Different aspects of Application Management are covered in detail in each of
the ITIL publications, as follows:<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; text-indent: 35.4pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; text-indent: 35.4pt;">
<br /></div>
<div class="MsoListParagraph" style="background: white; line-height: 15.6pt; margin-bottom: .0001pt; margin-bottom: 0cm; margin-left: 213.0pt; margin-right: 0cm; margin-top: 0cm; mso-add-space: auto; text-align: justify; text-indent: 34.8pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; text-indent: 35.4pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><a href="http://wiki.en.it-processmaps.com/index.php/ITIL_Service_Strategy"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Service Strategy</span></a><b><span style="font-size: 12pt;">: </span></b><span style="font-size: 12pt;">Defines th</span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">e overall architecture of
applications and infrastructure. This will include defining the criteria for
developing inhouse, outsourcing development, or purchasing and customizing
applications. Service Strategy will also assist in defining the </span><a href="http://wiki.en.it-processmaps.com/index.php/Service_Portfolio_Management"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Service Portfolio</span></a><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12pt;">(including
applications) </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">which
also includes information about the Return on Investment of applications and
the services they support. Thus high-level requirements are set during this
phase.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><a href="http://en.wikipedia.org/wiki/Service_design"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Service Design</span></a><b><span style="font-size: 12pt;">: </span></b><span style="font-size: 12pt;">Helps to
establish requirements for functionality and manageability of applications </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">and works with Development
teams to ensure that they meet these objectives. Service Design covers most of
the Requirements phase and is involved during the Build phase of the
Application Management Lifecycle.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><a href="http://wiki.en.it-processmaps.com/index.php/ITIL_Service_Transition"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Service Transition</span></a><b><span style="font-size: 12pt;">: </span></b><span style="font-size: 12pt;">Application
Development and Management teams are involved in testing and validating what
has been built and deploying it operationally.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Service Operation: </span></b><span style="font-size: 12pt;">This covers the
Operate phase of the Application Management Lifecycle. These processes and
structures are discussed in detail in this publication.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><a href="file:///C:/Users/adm%C4%B1n/Desktop/Continual%20Service%20Improvement"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Continual Service
Improvement</span></a><b><span style="font-size: 12pt;">: </span></b><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Covers the Optimize phase of the Application Management Lifecycle.
Continual Service Improvement measures the quality and relevance of
applications in operation and provides recommendations on how to improve
applications if there is a clear Return on Investment for doing so.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; text-indent: 35.4pt;">
<span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;">Application Management </span><span style="font-size: 12pt;">teams or departments will be needed for
all key <o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<span style="font-size: 12pt;">applications.
The exact nature of the </span><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;">role </span><span style="font-size: 12pt;">will vary depending upon the applications being supported,
but generic responsibilities are likely to include: <o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Third-level support for incidents related to the application(s)
covered by that team or department<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Involvement in </span><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;">operation </span><span style="font-size: 12pt;">testing </span><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;">plan</span><span style="font-size: 12pt;">s and </span><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;">deployment </span><span style="font-size: 12pt;">issues <o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Application bug tracking and patch management (coding fixes for
in-house code, transports/patches for third-party code)<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Involvement in application operability and supportability issues
such as </span><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;">error </span><span style="font-size: 12pt;">code design, error messaging, </span><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;">event management </span><span style="font-size: 12pt;">hooks<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;">Application sizing </span><span style="font-size: 12pt;">and </span><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;">performance</span><span style="font-size: 12pt;">; volume </span><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;">metric</span><span style="font-size: 12pt;">s and load
testing etc.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<span style="font-size: 12pt;">This is in
support of Capacity and </span><a href="http://wiki.en.it-processmaps.com/index.php/Availability_Management"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Availability Management</span></a><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;"> </span><span style="font-size: 12pt;">processes :<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Involvement in developing </span><span style="color: #339b00; font-size: 12.0pt; mso-bidi-font-family: Arial;">Release </span><span style="font-size: 12pt;">Policies<o:p></o:p></span></div>
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</div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; text-indent: 35.4pt;">
<span style="font-size: 12pt;">• </span><span style="font-size: 12pt;">Identification of enhancements to existing software, both from a
functionality and manageability perspective.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; text-indent: 35.4pt;">
<span style="font-size: 12pt;"><br /></span></div>
<div class="MsoNormal" style="text-indent: 35.4pt;">
<b><span style="font-size: 12pt; line-height: 115%;">Organizational roles</span></b><span style="font-size: 12pt; line-height: 115%;"><o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12pt;">Traditionally,
Application Development and Management teams and departments<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">have been autonomous units. Each
one manages its own </span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">environment<span style="color: #339b00;"> </span>in
its own<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">way and each has a separate
interface to the business. This is illustrated in<o:p></o:p></span></div>
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</div>
<div class="MsoNormal" style="background: white; line-height: 15.6pt; margin-bottom: 12.0pt;">
<span style="font-size: 12pt;">Table
1.</span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi_8rregxQCLY1zSfyiv10FU_eiJX6UZKJMNwbLCFP01GQeIXdKDBQVkt4OPeSUMDUToJfnZe2ra5afDxqDlS9rF4QkN7c3htudtV8bXTGGHq-cri3xF8L2xdLGGPvhmJWJ4pFMTusmtsE/s1600/21.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi_8rregxQCLY1zSfyiv10FU_eiJX6UZKJMNwbLCFP01GQeIXdKDBQVkt4OPeSUMDUToJfnZe2ra5afDxqDlS9rF4QkN7c3htudtV8bXTGGHq-cri3xF8L2xdLGGPvhmJWJ4pFMTusmtsE/s1600/21.png" /></a></div>
<div class="MsoNormal" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; line-height: 15.6pt; margin-bottom: 12pt;">
<i><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Table 1
Organizational roles<o:p></o:p></span></i></div>
<o:p></o:p><br />
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; text-indent: 35.4pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Over
the last several years, these two worlds are being brought together by recent
moves </span><a href="http://www.itsmsolutions.com/newsletters/DITYvol4iss04.pdf"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">to Object Oriented and SOA
approaches</span></a><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">,
together with growing pressure from the Business to be more responsive and easy
to work with. <o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">This means that Application
Development will have greater accountability for the successful operation of
applications they design, while Application Management<o:p></o:p></span></div>
<div class="separator" style="clear: both; text-align: center;">
</div>
<div class="MsoNormal" style="background: white; line-height: 15.6pt; margin-bottom: 12.0pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">will have
greater involvement in the development of applications.<o:p></o:p></span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhko2d6fhkbd_rajmQ8G94TLepfJOKXUb-wH26FThwiVE9KCJAQ_sCk39rogkZWJsnfkCS-0bSRphtoOFyGk3d11iRrgm94m96V2584zTLnL-Dx8bIxBtXAO4OgT1zDfCaVRV5Zvz-USqU/s1600/22.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="400" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhko2d6fhkbd_rajmQ8G94TLepfJOKXUb-wH26FThwiVE9KCJAQ_sCk39rogkZWJsnfkCS-0bSRphtoOFyGk3d11iRrgm94m96V2584zTLnL-Dx8bIxBtXAO4OgT1zDfCaVRV5Zvz-USqU/s400/22.png" width="362" /></a></div>
<div class="MsoNormal" style="background: white; line-height: 15.6pt; margin-bottom: 12.0pt;">
<b><span style="color: blue; font-size: 12.0pt; mso-bidi-font-family: Arial;">Figure
5 : Role of teams in the Application Management Lifecycle<o:p></o:p></span></b></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-indent: 35.4pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Figure 5 shows a common
Application Management Lifecycle with involvement<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">from both groups. In this diagram it is
clear that Application Development will be<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">driving some phases with input from
Application Management. In other cases<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Application Management will be driving the
phase with input and support from<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Application Development. Both groups are
subordinated to the IT Service<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;">Strategy of the organization and their
efforts are coordinated through <a href="http://wiki.en.it-processmaps.com/index.php/ITIL_Service_Transition">Service<o:p></o:p></a></span></div>
<div class="separator" style="clear: both; text-align: center;">
</div>
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<span class="MsoHyperlink"><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;"><a href="http://wiki.en.it-processmaps.com/index.php/ITIL_Service_Transition">Transition</a></span></span><span style="font-size: 12.0pt; mso-bidi-font-family: Arial;"> mechanisms and processes.<o:p></o:p></span></div>
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<span style="font-size: 12.0pt; mso-bidi-font-family: Arial;"><br /></span></div>
<div align="center" class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: center;">
<u><span style="font-family: "Arial","sans-serif"; font-size: 13.0pt;">Kaynakça<o:p></o:p></span></u></div>
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</span></span><!--[endif]--><a href="http://www.arincmanagedservices.com/blog/2010/11/service-desk-or-help-desk/"><span style="font-family: "Arial","sans-serif";">http://www.arincmanagedservices.com/blog/2010/11/service-desk-or-help-desk/</span></a><u><span style="font-family: "Arial","sans-serif";"><o:p></o:p></span></u></div>
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</span></span><!--[endif]--><a href="http://wiki.en.it-processmaps.com/index.php/ITIL_Technical_Management"><span style="font-family: "Arial","sans-serif";">http://wiki.en.it-processmaps.com/index.php/ITIL_Technical_Management</span></a><u><span style="font-family: "Arial","sans-serif";"><o:p></o:p></span></u></div>
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</span></span><!--[endif]--><a href="http://en.wikipedia.org/wiki/Service_desk_(ITSM)"><span style="font-family: "Arial","sans-serif";">http://en.wikipedia.org/wiki/Service_desk_(ITSM)</span></a><u><span style="font-family: "Arial","sans-serif";"><o:p></o:p></span></u></div>
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</span></span><!--[endif]--><a href="http://searchwindowsserver.techtarget.com/definition/service-desk"><span style="font-family: "Arial","sans-serif";">http://searchwindowsserver.techtarget.com/definition/service-desk</span></a><u><span style="font-family: "Arial","sans-serif";"><o:p></o:p></span></u></div>
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</span></span><!--[endif]--><a href="http://www.mshowto.org/itil-bt-hizmet-yonetim-modulleri-bolum-2.html"><span style="font-family: "Arial","sans-serif";">http://www.mshowto.org/itil-bt-hizmet-yonetim-modulleri-bolum-2.html</span></a><u><span style="font-family: "Arial","sans-serif";"><o:p></o:p></span></u></div>
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</span></span><!--[endif]--><a href="http://searchcrm.techtarget.com/definition/contact-center"><span style="font-family: "Arial","sans-serif";">http://searchcrm.techtarget.com/definition/contact-center</span></a><u><span style="font-family: "Arial","sans-serif";"><o:p></o:p></span></u></div>
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</span></span><!--[endif]--><a href="http://en.wikipedia.org/wiki/Help_desk"><span style="font-family: "Arial","sans-serif";">http://en.wikipedia.org/wiki/Help_desk</span></a><u><span style="font-family: "Arial","sans-serif";"><o:p></o:p></span></u></div>
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</span></span><!--[endif]--><a href="http://www.knowledgetransfer.net/dictionary/ITIL/en/Change_Advisory_Board.htm"><span style="font-family: "Arial","sans-serif";">http://www.knowledgetransfer.net/dictionary/ITIL/en/Change_Advisory_Board.htm</span></a><u><span style="font-family: "Arial","sans-serif";"><o:p></o:p></span></u></div>
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</span></span><!--[endif]--><a href="http://searchcio.techtarget.com/definition/business-process-management"><span style="font-family: "Arial","sans-serif";">http://searchcio.techtarget.com/definition/business-process-management</span></a><u><span style="font-family: "Arial","sans-serif";"><o:p></o:p></span></u></div>
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</span></span><!--[endif]--><a href="http://www.internettime.com/2013/04/the-practical-university/"><span style="font-family: "Arial","sans-serif";">http://www.internettime.com/2013/04/the-practical-university/</span></a><u><span style="font-family: "Arial","sans-serif";"><o:p></o:p></span></u></div>
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</span></span><!--[endif]--><a href="http://www.20000academy.com/blog/2013/07/23/service-desk-single-point-contact/"><span style="font-family: "Arial","sans-serif";">http://www.20000academy.com/blog/2013/07/23/service-desk-single-point-contact/</span></a><u><span style="font-family: "Arial","sans-serif";"><o:p></o:p></span></u></div>
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<br /></div>
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</span></span><!--[endif]--><a href="https://hhsportal.hhs.state.tx.us/help/WorkflowDescriptions.html"><b>https://hhsportal.hhs.state.tx.us/help/WorkflowDescriptions.html</b></a><b><o:p></o:p></b></div>
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</span></span><!--[endif]--><a href="http://its.ucsc.edu/itsm/servicemgmt.html"><b>http://its.ucsc.edu/itsm/servicemgmt.html</b></a><b><o:p></o:p></b></div>
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<!--[if !supportLists]--><span style="font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal;">
</span></span><!--[endif]--><a href="https://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/service_operation/request_fulfilment/ITIL_a%20guide%20to%20request%20fulfilment%20pdf.ashx"><b>https://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/service_operation/request_fulfilment/ITIL_a%20guide%20to%20request%20fulfilment%20pdf.ashx</b></a><b><o:p></o:p></b></div>
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</span></span><!--[endif]--><a href="http://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation"><b>http://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation</b></a><b><o:p></o:p></b></div>
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<!--[if !supportLists]--><span style="font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal;">
</span></span><!--[endif]--><a href="http://www.20000academy.com/blog/2014/02/12/itil-access-management-think-youre-going/"><b>http://www.20000academy.com/blog/2014/02/12/itil-access-management-think-youre-going/</b></a><b><o:p></o:p></b></div>
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<!--[if !supportLists]--><span style="font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal;">
</span></span><!--[endif]--><a href="http://en.wikibooks.org/wiki/ITIL_v3_%28Information_Technology_Infrastructure_Library%29/Service_Operation"><b>http://en.wikibooks.org/wiki/ITIL_v3_%28Information_Technology_Infrastructure_Library%29/Service_Operation</b></a><b><o:p></o:p></b></div>
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<!--[if !supportLists]--><span style="font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal;">
</span></span><!--[endif]--><a href="https://itservices.uchicago.edu/page/it-service-management-initiatives"><b>https://itservices.uchicago.edu/page/it-service-management-initiatives</b></a><b><o:p></o:p></b></div>
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<!--[if !supportLists]--><span style="font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal;">
</span></span><!--[endif]--><a href="http://www.pc-freak.net/files/ITIL_v3_books/ITIL%20v3-Service%20Operation.pdf"><b>http://www.pc-freak.net/files/ITIL_v3_books/ITIL%20v3-Service%20Operation.pdf</b></a><b><o:p></o:p></b></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; margin-bottom: 7.5pt; mso-add-space: auto; mso-list: l0 level1 lfo1; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal;">
</span></span><!--[endif]--><a href="http://www.2ab.com/pdf/AccessManagement.pdf"><b>http://www.2ab.com/pdf/AccessManagement.pdf</b></a><b><o:p></o:p></b></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; margin-bottom: 7.5pt; mso-add-space: auto; mso-list: l0 level1 lfo1; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal;">
</span></span><!--[endif]--><a href="http://eqsystems.co.in/itil-definition-of-access-management/"><b>http://eqsystems.co.in/itil-definition-of-access-management/</b></a><b><o:p></o:p></b></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; margin-bottom: 7.5pt; mso-add-space: auto; mso-list: l0 level1 lfo1; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal;">
</span></span><!--[endif]--><a href="http://itsmtransition.com/2013/11/basic-itil-request-fulfillment/"><b>http://itsmtransition.com/2013/11/basic-itil-request-fulfillment/</b></a><b><o:p></o:p></b></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; margin-bottom: 7.5pt; mso-add-space: auto; mso-list: l0 level1 lfo1; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal;">
</span></span><!--[endif]--><a href="http://wiki.servicenow.com/index.php?title=Managing_Request_Fulfillment#gsc.tab=0"><b>http://wiki.servicenow.com/index.php?title=Managing_Request_Fulfillment#gsc.tab=0</b></a><b><o:p></o:p></b></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; margin-bottom: 7.5pt; mso-add-space: auto; mso-list: l0 level1 lfo1; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal;">
</span></span><!--[endif]--><a href="http://www.theitsmreview.com/2012/05/request-fulfilment-itil-2011/"><b>http://www.theitsmreview.com/2012/05/request-fulfilment-itil-2011/</b></a><b><o:p></o:p></b></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; margin-bottom: 7.5pt; mso-add-space: auto; mso-list: l0 level1 lfo1; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal;">
</span></span><!--[endif]--><a href="https://cloudsecurityalliance.org/guidance/csaguide-dom12-v2.10.pdf"><b>https://cloudsecurityalliance.org/guidance/csaguide-dom12-v2.10.pdf</b></a><b> <o:p></o:p></b></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; margin-bottom: 12.0pt; mso-add-space: auto; mso-list: l0 level1 lfo1; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="color: #002060; font-family: Symbol; font-size: 9.5pt; line-height: 115%; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; mso-fareast-language: TR;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span style="font-family: "Verdana","sans-serif"; font-size: 9.5pt; line-height: 115%; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">1. </span><a href="https://mitsloan.mit.edu/omg/om-definition.php"><b><span style="color: #002060; font-family: "Verdana","sans-serif"; font-size: 9.5pt; line-height: 115%; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">https://mitsloan.mit.edu/omg/om-definition.php</span></b></a><b><u><span style="color: #002060; font-family: "Verdana","sans-serif"; font-size: 9.5pt; line-height: 115%; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;"><o:p></o:p></span></u></b></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; margin-bottom: 1.2pt; mso-add-space: auto; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="color: #002060; font-family: Symbol; font-size: 9.5pt; line-height: 115%; mso-bidi-font-family: Symbol; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: Symbol; mso-fareast-language: TR;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span style="font-family: "Arial","sans-serif"; font-size: 9.5pt; line-height: 115%; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">2.<b><u><span style="color: #002060;"> </span></u></b></span><a href="http://www.greatoperations.com/2013/08/15/what-is-operations-management/"><b><span style="color: #002060; font-family: "Arial","sans-serif"; font-size: 9.5pt; line-height: 115%; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">Great Operations: What
is Operations Management</span></b></a><b><u><span style="color: #002060; font-family: "Arial","sans-serif"; font-size: 9.5pt; line-height: 115%; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">. Retrieved on July 3, 2013<o:p></o:p></span></u></b></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; margin-bottom: 1.2pt; mso-add-space: auto; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="color: #002060; font-family: Symbol; font-size: 9.5pt; line-height: 115%; mso-bidi-font-family: Symbol; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: Symbol; mso-fareast-language: TR;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span style="font-family: "Arial","sans-serif"; font-size: 9.5pt; line-height: 115%; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">3.<b><u><span style="color: #002060;"> Training Document ITIL ® 2011
Foundation<o:p></o:p></span></u></b></span></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; margin-bottom: 1.2pt; mso-add-space: auto; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="color: #002060; font-family: Symbol; font-size: 9.5pt; line-height: 115%; mso-bidi-font-family: Symbol; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: Symbol; mso-fareast-language: TR;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span style="font-family: "Arial","sans-serif"; font-size: 9.5pt; line-height: 115%; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">4.</span><a href="http://en.wikipedia.org/wiki/Operations_management"><b><span style="color: #002060; font-family: "Arial","sans-serif"; font-size: 9.5pt; line-height: 115%; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">http://en.wikipedia.org/wiki/Operations_management</span></b></a><b><u><span style="color: #002060; font-family: "Arial","sans-serif"; font-size: 9.5pt; line-height: 115%; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;"><o:p></o:p></span></u></b></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; margin-bottom: 1.2pt; mso-add-space: auto; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="color: #002060; font-family: Symbol; font-size: 9.5pt; line-height: 115%; mso-bidi-font-family: Symbol; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: Symbol; mso-fareast-language: TR;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span style="font-family: "Arial","sans-serif"; font-size: 9.5pt; line-height: 115%; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">5.<b><u><span style="color: #002060;"> </span></u></b></span><a href="http://www.pink-library.com/Samplefiles/9789087536763SMPL.pdf"><b><span style="color: #002060; font-family: "Arial","sans-serif"; font-size: 9.5pt; line-height: 115%; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">http://www.pink-library.com/Samplefiles/9789087536763SMPL.pdf</span></b></a><b><u><span style="color: #002060; font-family: "Arial","sans-serif"; font-size: 9.5pt; line-height: 115%; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;"><o:p></o:p></span></u></b></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; margin-bottom: 1.2pt; mso-add-space: auto; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="color: #002060; font-family: Symbol; font-size: 9.5pt; line-height: 115%; mso-bidi-font-family: Symbol; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: Symbol; mso-fareast-language: TR;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span style="font-family: "Arial","sans-serif"; font-size: 9.5pt; line-height: 115%; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">6. </span><a href="http://joehertvik.com/operations-management/"><b><span style="color: #002060; font-family: "Arial","sans-serif"; font-size: 9.5pt; line-height: 115%; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">http://joehertvik.com/operations-management/</span></b></a><b><u><span style="color: #002060; font-family: "Arial","sans-serif"; font-size: 9.5pt; line-height: 115%; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;"><o:p></o:p></span></u></b></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; margin-bottom: 1.2pt; mso-add-space: auto; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="color: #002060; font-family: Symbol; font-size: 9.5pt; line-height: 115%; mso-bidi-font-family: Symbol; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: Symbol; mso-fareast-language: TR;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span style="font-family: "Arial","sans-serif"; font-size: 9.5pt; line-height: 115%; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">7.<b><u><span style="color: #002060;"> </span></u></b></span><a href="http://wiki.en.it-processmaps.com/index.php/IT_Operations_Management"><b><span style="color: #002060; font-family: "Arial","sans-serif"; font-size: 9.5pt; line-height: 115%; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">http://wiki.en.it-processmaps.com/index.php/IT_Operations_Management</span></b></a><b><u><span style="color: #002060; font-family: "Arial","sans-serif"; font-size: 9.5pt; line-height: 115%; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;"><o:p></o:p></span></u></b></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; margin-bottom: 1.2pt; mso-add-space: auto; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="color: #002060; font-family: Symbol; font-size: 9.5pt; line-height: 115%; mso-bidi-font-family: Symbol; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: Symbol; mso-fareast-language: TR;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span style="font-family: "Arial","sans-serif"; font-size: 9.5pt; line-height: 115%; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">8.</span><a href="https://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/service_operation/ITIL_Service%20Operation%20Glossary%20pdf.ashx"><b><span style="color: #002060; font-family: "Arial","sans-serif"; font-size: 9.5pt; line-height: 115%; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">https://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/service_operation/ITIL_Service%20Operation%20Glossary%20pdf.ashx</span></b></a><b><u><span style="color: #002060; font-family: "Arial","sans-serif"; font-size: 9.5pt; line-height: 115%; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;"><o:p></o:p></span></u></b></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; margin-bottom: 1.2pt; mso-add-space: auto; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; text-indent: -18.0pt;">
<!--[if !supportLists]--><span style="font-family: Symbol; font-size: 9.5pt; line-height: 115%; mso-bidi-font-family: Symbol; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: Symbol; mso-fareast-language: TR;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span style="font-family: "Arial","sans-serif"; font-size: 9.5pt; line-height: 115%; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;">9. </span><a href="http://www.techopedia.com/definition/29199/it-infrastructure"><b><span style="color: #17365d; font-family: "Arial","sans-serif"; font-size: 9.5pt; line-height: 115%; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR; mso-themecolor: text2; mso-themeshade: 191;">http://www.techopedia.com/definition/29199/it-infrastructure</span></b></a><span style="font-family: "Arial","sans-serif"; font-size: 9.5pt; line-height: 115%; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: TR;"><o:p></o:p></span></div>
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Anonymoushttp://www.blogger.com/profile/13008915856534522887noreply@blogger.com0tag:blogger.com,1999:blog-8533646665554820509.post-86736670641180810322015-03-24T16:37:00.002-07:002015-03-28T02:12:55.860-07:00ITIL, COBIT, CMMI<div class="MsoNormal" style="text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 11.5pt; line-height: 115%; mso-ansi-language: EN-US;">ITIL, COBIT,
TOGAF and CMMI are very large subjects. Also they are related the each other.
In this homework, they will be explained shortly and separately to make more
understandable.<o:p></o:p></span></div>
<h3 style="background: white; margin-bottom: 26.25pt; margin-left: 0cm; margin-right: 0cm; margin-top: 0cm; text-indent: 35.4pt;">
<span lang="EN-US" style="font-family: "Calibri","sans-serif"; font-size: 12.5pt; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-font-weight: normal; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><br /></span></h3>
<h3 style="background: white; margin-bottom: 26.25pt; margin-left: 0cm; margin-right: 0cm; margin-top: 0cm; text-indent: 35.4pt;">
<span lang="EN-US" style="font-family: "Calibri","sans-serif"; font-size: 12.5pt; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-font-weight: normal; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">What
is Information Systems Management (ISM)?<o:p></o:p></span></h3>
<div class="MsoNormal" style="text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 11.5pt; line-height: 115%; mso-ansi-language: EN-US;">Information
Systems Management (ISM) is the application of information technology to
support the major functions and activities of either a private sector business
or public sector institution. In the past, organizations recognized the
importance of managing resources such as labor, capital, and raw materials.
Today, it is widely accepted that managing the information resource is very
often equally important. ISM supports the process of collection, manipulation,
storage, distribution and utilization of an organization's information
resources.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 11.5pt; line-height: 115%; mso-ansi-language: EN-US;">The
Information Systems Management undergraduate major is a multi-disciplinary
major that focuses on the fusion of information systems, technology, and
business management for two purposes: the use of information systems to solve
business problems and the management of technology, which includes new product
development and enterprise management.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 11.5pt; line-height: 115%; mso-ansi-language: EN-US;">The vast
majority of information systems are developed for and used by people in
functional areas (e.g., manufacturing, human resources, accounting, finance and
marketing). To develop information systems that address the needs of the
organization, ISM professionals must possess a solid mix of business and technical
knowledge. They must understand organizational structures, objectives,
operations (including processes and the flows of data between processes) and
the financial implications related to these factors. Only by understanding
these factors can an ISM professional communicate effectively with users and
then design systems that support their needs.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-indent: 35.4pt;">
<span lang="EN-US" style="font-size: 11.5pt; line-height: 115%; mso-ansi-language: EN-US;">ISM managers
and professionals must stay up-to-date with evolving information technologies
and have a solid foundation of technical skills to select appropriate
technologies and to implement computer-based information systems. Thus, ISM
people must be well versed in topics such as systems development tools and
techniques, information architecture, network configurations, databases, and
systems integration.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-indent: 35.4pt;">
<br /></div>
<h3 style="background: white; margin-bottom: 26.25pt; margin-left: 0cm; margin-right: 0cm; margin-top: 0cm; text-indent: 35.4pt;">
<span lang="EN-US" style="font-family: "Calibri","sans-serif"; font-size: 12.5pt; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-font-weight: normal; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">CMMI
(Capability Maturity Model Integration)<o:p></o:p></span></h3>
<div style="background: white; line-height: 115%; text-indent: 35.4pt;">
<span lang="EN-US" style="font-family: "Calibri","sans-serif"; font-size: 11.5pt; line-height: 115%; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">As the organization behind the Capability Maturity Model Integration
(CMMI), a process improvement framework that guides organizations in
high-performance operations, the CMMI Institute is working to build upon CMMI’s
success, advance the state of the practice, accelerate the development and
adoption of best practices, and provide new and evolved solutions to meet the
emerging needs of businesses around the world. The institute also leads the
People Capability Maturity Model and the Data Management Maturity Model
frameworks.<o:p></o:p></span></div>
<div style="background: white; line-height: 115%; text-indent: 35.4pt;">
<span lang="EN-US" style="font-family: "Calibri","sans-serif"; font-size: 11.5pt; line-height: 115%; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">The CMMI Institute supports the worldwide adoption of its solutions in
small and large organizations alike in a variety of industries, including
aerospace, finance, health services, software, defense, transportation, and
telecommunications.</span><span lang="EN-US" style="font-size: 11.5pt; line-height: 115%; mso-ansi-language: EN-US;"><o:p></o:p></span></div>
<h3 style="background: white; margin-bottom: 26.25pt; margin-left: 0cm; margin-right: 0cm; margin-top: 0cm; text-indent: 35.4pt;">
<span lang="EN-US" style="font-family: "Calibri","sans-serif"; font-size: 12.5pt; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-font-weight: normal; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Background
on CMMI<o:p></o:p></span></h3>
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<span lang="EN-US" style="font-family: "Calibri","sans-serif"; font-size: 11.5pt; font-weight: normal; line-height: 115%; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">The Capability Maturity Model Integration (CMMI®) is
a world-class performance improvement framework for competitive organizations
that want to achieve high-performance operations. Building upon an
organization’s business performance objectives, CMMI provides a set of
practices for improving processes, resulting in a performance improvement
system that paves the way for better operations and performance. More than any
other approach, CMMI doesn’t just help you to improve your organizational
processes. CMMI also has built-in practices that help you to improve the way
you use any performance improvement approach, setting you up to achieve a
positive return on your investment.<o:p></o:p></span></h3>
<h3 style="background: white; line-height: 115%; margin-bottom: 26.25pt; margin-left: 0cm; margin-right: 0cm; margin-top: 0cm; text-indent: 35.4pt;">
<span lang="EN-US" style="font-family: "Calibri","sans-serif"; font-size: 11.5pt; font-weight: normal; line-height: 115%; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><span style="font-weight: normal;">CMMI does not provide a single process. Rather, the
CMMI framework models what to do to improve your processes, not define your
processes. CMMI is designed to compare an organization’s existing processes to
proven best practices developed by members of industry, government, and
academia; reveal possible areas for improvement; and provide ways to measure
progress. The result? CMMI helps you to build and manage performance
improvement systems that fit your unique environment.</span><o:p></o:p></span></h3>
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<span lang="EN-US" style="font-family: "Calibri","sans-serif"; font-size: 12.5pt; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-font-weight: normal; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Maturity
levels in CMMI for Development<o:p></o:p></span></h3>
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<span lang="EN-US" style="font-family: "Calibri","sans-serif"; font-size: 11.5pt; font-weight: normal; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><span style="font-weight: normal;">There
are five maturity levels. Maturity level ratings are awarded for levels 2
through 5. The process areas below and their maturity levels are listed for the
CMMI for Development model:</span><o:p></o:p></span></h3>
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<b><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">Maturity Level 2 - Managed</span></b><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;"><o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">CM - Configuration Management<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">MA - Measurement and Analysis<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">PMC - Project Monitoring and Control<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">PP - Project Planning<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">PPQA - Process and Product Quality Assurance<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">REQM - Requirements Management<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">SAM - Supplier Agreement Management<o:p></o:p></span></div>
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<br /></div>
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<b><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">Maturity Level 3 - Defined</span></b><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;"><o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">DAR - Decision Analysis and Resolution<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">IPM - Integrated Project Management<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">OPD - Organizational Process Definition<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">OPF - Organizational Process Focus<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">OT - Organizational Training<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">PI - Product Integration<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">RD - Requirements Development<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">RSKM - Risk Management<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">TS - Technical Solution<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">VAL - Validation<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">VER - Verification<o:p></o:p></span></div>
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<b><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">Maturity Level 4 - Quantitatively Managed</span></b><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;"><o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">OPP - Organizational Process Performance<o:p></o:p></span></div>
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</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">QPM - Quantitative Project Management<o:p></o:p></span></div>
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<b><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">Maturity Level 5 - Optimizing</span></b><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;"><o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">CAR - Causal Analysis and Resolution<o:p></o:p></span></div>
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</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">OPM - Organizational Performance Management<o:p></o:p></span></div>
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<span lang="EN-US" style="font-family: "Calibri","sans-serif"; font-size: 11.5pt; line-height: 115%; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-font-weight: normal; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Maturity levels in CMMI for Services<o:p></o:p></span></h3>
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<span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">The process areas below and their
maturity levels are listed for the CMMI for Services model:<o:p></o:p></span></div>
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<b><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">Maturity Level 2 - Managed</span></b><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;"><o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">CM - Configuration Management<o:p></o:p></span></div>
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</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">MA - Measurement and Analysis<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">PPQA - Process and Product Quality Assurance<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">REQM - Requirements Management<o:p></o:p></span></div>
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</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">SAM - Supplier Agreement Management<o:p></o:p></span></div>
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</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">SD - Service Delivery<o:p></o:p></span></div>
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</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">WMC - Work Monitoring and Control<o:p></o:p></span></div>
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</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">WP - Work Planning<o:p></o:p></span></div>
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<b><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">Maturity Level 3 - Defined</span></b><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;"><o:p></o:p></span></div>
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</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">CAM - Capacity and Availability Management<o:p></o:p></span></div>
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</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">DAR - Decision Analysis and Resolution<o:p></o:p></span></div>
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</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">IRP - Incident Resolution and Prevention<o:p></o:p></span></div>
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</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">IWM - Integrated Work Managements<o:p></o:p></span></div>
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</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">OPD - Organizational Process Definition<o:p></o:p></span></div>
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</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">OPF - Organizational Process Focus<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">OT - Organizational Training<o:p></o:p></span></div>
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</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">RSKM - Risk Management<o:p></o:p></span></div>
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</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">SCON - Service Continuity<o:p></o:p></span></div>
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</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">SSD - Service System Development<o:p></o:p></span></div>
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</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">SST - Service System Transition<o:p></o:p></span></div>
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</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">STSM - Strategic Service Management<o:p></o:p></span></div>
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<b><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">Maturity Level 4 - Quantitatively Managed</span></b><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;"><o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">OPP - Organizational Process Performance<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">QWM - Quantitative Work Management<o:p></o:p></span></div>
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<b><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">Maturity Level 5 - Optimizing</span></b><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;"><o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">CAR - Causal Analysis and Resolution<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">OPM - Organizational Performance Management<o:p></o:p></span></div>
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<span lang="EN-US" style="font-family: "Calibri","sans-serif"; font-size: 12.5pt; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-font-weight: normal; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Maturity
levels in CMMI for Acquisition<o:p></o:p></span></h3>
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<span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">The process areas below and their
maturity levels are listed for the CMMI for Acquisition model:<o:p></o:p></span></div>
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<b><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">Maturity Level 2 - Managed</span></b><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;"><o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">AM - Agreement Management<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">ARD - Acquisition Requirements Development<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">CM - Configuration Management<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">MA - Measurement and Analysis<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">PMC - Project Monitoring and Control<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">PP - Project Planning<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">PPQA - Process and Product Quality Assurance<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">REQM - Requirements Management<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">SSAD - Solicitation and Supplier Agreement Development<o:p></o:p></span></div>
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<b><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">Maturity Level 3 - Defined</span></b><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;"><o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">ATM - Acquisition Technical Management<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">AVAL - Acquisition Validation<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">AVER - Acquisition Verification<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">DAR - Decision Analysis and Resolution<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">IPM - Integrated Project Management<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">OPD - Organizational Process Definition<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">OPF - Organizational Process Focus<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">OT - Organizational Training<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">RSKM - Risk Management<o:p></o:p></span></div>
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<b><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">Maturity Level 4 - Quantitatively Managed</span></b><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;"><o:p></o:p></span></div>
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<b><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">Maturity Level 5 - Optimizing</span></b><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;"><o:p></o:p></span></div>
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<span lang="EN-US" style="font-family: "Calibri","sans-serif"; font-size: 12.5pt; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-font-weight: normal; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">COBIT<o:p></o:p></span></h3>
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<span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">COBIT aims "to research, develop,
publish and promote an authoritative, up-to-date, international set of
generally accepted </span><a href="http://en.wikipedia.org/wiki/Information_technology_controls" title="Information technology controls"><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US; text-decoration: none; text-underline: none;">information technology control</span></a><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;"> </span><a href="http://en.wikipedia.org/wiki/Objective_(goal)" title="Objective (goal)"><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US; text-decoration: none; text-underline: none;">objectives</span></a><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;"> for day-to-day use by </span><a href="http://en.wikipedia.org/wiki/Business_manager" title="Business manager"><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US; text-decoration: none; text-underline: none;">business
managers</span></a><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">, IT
professionals and assurance professionals". COBIT, initially an acronym
for "Control objectives for information and related technology"
(though before the release of the framework people talked of "COBIT"
as "Control Objectives for IT), defines a set of generic processes for the
management of IT. The framework defines each process together with process
inputs and outputs, key process-activities, process objectives, performance
measures and an elementary</span><span lang="EN-US"> </span><a href="http://en.wikipedia.org/wiki/Capability_Maturity_Model" title="Capability Maturity Model"><span lang="EN-US" style="color: #252525; mso-ansi-language: EN-US; text-decoration: none; text-underline: none;">maturity
model</span></a><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">. The
framework supports</span><span lang="EN-US"> </span><a href="http://en.wikipedia.org/wiki/Governance" title="Governance"><span lang="EN-US" style="color: #252525; mso-ansi-language: EN-US; text-decoration: none; text-underline: none;">governance</span></a><span lang="EN-US"> </span><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">of IT
by defining and aligning business</span><span lang="EN-US"> </span><a href="http://en.wikipedia.org/wiki/Goal" title="Goal"><span lang="EN-US" style="color: #252525; mso-ansi-language: EN-US; text-decoration: none; text-underline: none;">goals</span></a><span lang="EN-US"> </span><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">with IT
goals and IT processes. <o:p></o:p></span></div>
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<span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">COBIT provides a set of recommended best
practices for governance and control process of information systems and
technology with the essence of aligning IT with business. COBIT 5 consolidates
COBIT4.1, Val IT and Risk IT into a single framework acting as an enterprise
framework aligned and interoperable with TOGAF and ITIL.<o:p></o:p></span></div>
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<span lang="EN-US" style="font-family: "Calibri","sans-serif"; font-size: 12.5pt; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-font-weight: normal; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><br /></span></h3>
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<span lang="EN-US" style="font-family: "Calibri","sans-serif"; font-size: 12.5pt; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-font-weight: normal; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">The
COBIT Framework<o:p></o:p></span></h3>
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<span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; mso-ansi-language: EN-US;">The business orientation of COBIT consists of linking
business goals to IT goals, providing metrics and maturity models to measure
their achievement, and identifying the associated responsibilities of business
and IT process owners.<o:p></o:p></span></div>
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<span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; mso-ansi-language: EN-US;">The process focus of COBIT 4.1 is illustrated by a
process model that subdivides IT into four domains (Plan and Organize, Acquire
and Implement, Deliver and Support, and Monitor and Evaluate) and 34 processes
in line with the responsibility areas of plan, build, run and monitor. It is
positioned at a high level and has been aligned and harmonized with other, more
detailed, IT standards and good practices such as </span><a href="http://en.wikipedia.org/wiki/Committee_of_Sponsoring_Organizations_of_the_Treadway_Commission" title="Committee of Sponsoring Organizations of the Treadway Commission"><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; mso-ansi-language: EN-US; text-decoration: none; text-underline: none;">COSO</span></a><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; mso-ansi-language: EN-US;">, </span><a href="http://en.wikipedia.org/wiki/Information_Technology_Infrastructure_Library" title="Information Technology Infrastructure Library"><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; mso-ansi-language: EN-US; text-decoration: none; text-underline: none;">ITIL</span></a><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; mso-ansi-language: EN-US;">, </span><a href="http://en.wikipedia.org/wiki/Business_Information_Services_Library" title="Business Information Services Library"><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; mso-ansi-language: EN-US; text-decoration: none; text-underline: none;">BISL</span></a><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; mso-ansi-language: EN-US;">, </span><a href="http://en.wikipedia.org/wiki/ISO_27000" title="ISO 27000"><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; mso-ansi-language: EN-US; text-decoration: none; text-underline: none;">ISO 7000</span></a><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; mso-ansi-language: EN-US;">, </span><a href="http://en.wikipedia.org/wiki/Capability_Maturity_Model_Integration" title="Capability Maturity Model Integration"><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; mso-ansi-language: EN-US; text-decoration: none; text-underline: none;">CMMI</span></a><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; mso-ansi-language: EN-US;">, </span><a href="http://en.wikipedia.org/wiki/TOGAF" title="TOGAF"><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; mso-ansi-language: EN-US; text-decoration: none; text-underline: none;">TOGAF</span></a><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; mso-ansi-language: EN-US;"> and </span><a href="http://en.wikipedia.org/wiki/PMBOK" title="PMBOK"><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; mso-ansi-language: EN-US; text-decoration: none; text-underline: none;">PMBOK</span></a><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; mso-ansi-language: EN-US;">. COBIT acts as an integrator of these different
guidance materials, summarizing key objectives under one umbrella framework
that link the good practice models with governance and business requirements.<o:p></o:p></span></div>
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<span lang="EN-US" style="font-family: "Calibri","sans-serif"; font-size: 12.5pt; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-font-weight: normal; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"> </span></h3>
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<span lang="EN-US" style="font-family: "Calibri","sans-serif"; font-size: 12.5pt; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-font-weight: normal; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Components
of COBBIT<o:p></o:p></span></h3>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">Framework: Organize IT governance objectives and good practices by IT
domains and processes, and links them to business requirements<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">Process descriptions: A reference process model and common language for
everyone in an organization. The processes map to responsibility areas of plan,
build, run and monitor.<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">Control objectives: Provide a complete set of high-level requirements to
be considered by management for effective control of each IT process.<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">Management guidelines: Help assign responsibility, agree on objectives,
measure performance, and illustrate interrelationship with other processes<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">Maturity models: Assess maturity and capability per process and helps to
address gaps.<o:p></o:p></span></div>
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<span lang="EN-US" style="font-family: "Calibri","sans-serif"; font-size: 12.5pt; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-font-weight: normal; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"> </span></h3>
<h3 style="background: white; margin-bottom: 26.25pt; margin-left: 35.4pt; margin-right: 0cm; margin-top: 0cm; text-indent: 35.4pt;">
<span lang="EN-US" style="font-family: "Calibri","sans-serif"; font-size: 12.5pt; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-font-weight: normal; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">ISO/IEC
20000<o:p></o:p></span></h3>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">ISO/IEC 20000-1:2011 is a service management system (SMS) standard. It
specifies requirements for the service provider to plan, establish, implement,
operate, monitor, review, maintain and improve an SMS. The requirements include
the design, transition, delivery and improvement of services to fulfill agreed
service requirements.<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">ISO/IEC 20000-1:2011 can be used by:<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">an organization seeking services from service providers and requiring
assurance that their service requirements will be fulfilled;<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">an organization that requires a consistent approach by all its service
providers, including those in a supply chain;<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">a service provider that intends to demonstrate its capability for the
design, transition, delivery and improvement of services that fulfill service
requirements;<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">a service provider to monitor, measure and review its service management
processes and services;<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">a service provider to improve the design, transition, delivery and
improvement of services through the effective implementation and operation of
the SMS;<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="color: #252525; font-family: Symbol; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.5pt; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">an assessor or auditor as the criteria for a conformity assessment of a
service provider's SMS to the requirements in ISO/IEC 20000-1:2011.<o:p></o:p></span></div>
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<span lang="EN-US" style="font-family: "Calibri","sans-serif"; font-size: 12.5pt; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-font-weight: normal; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"> </span></h3>
<h3 style="background: white; line-height: 115%; margin-bottom: 26.25pt; margin-left: 35.4pt; margin-right: 0cm; margin-top: 0cm; text-indent: 35.4pt;">
<span lang="EN-US" style="font-family: "Calibri","sans-serif"; font-size: 12.5pt; line-height: 115%; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-font-weight: normal; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">ITIL (Information Technology Infrastructure
Library)<o:p></o:p></span></h3>
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<span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">ITIL is a set of practices for</span><span lang="EN-US"> </span><a href="http://en.wikipedia.org/wiki/IT_service_management" title="IT service management"><span lang="EN-US" style="color: #252525; mso-ansi-language: EN-US; text-decoration: none; text-underline: none;">IT service management</span></a><span lang="EN-US"> </span><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">(ITSM) that focuses on aligning IT
services with the needs of business. In its current form (known as ITIL 2011
edition), ITIL is published as a series of five core volumes, each of which
covers a different ITSM lifecycle stage. Although ITIL underpins</span><span lang="EN-US"> </span><a href="http://en.wikipedia.org/wiki/ISO/IEC_20000" title="ISO/IEC 20000"><span lang="EN-US" style="color: #252525; mso-ansi-language: EN-US; text-decoration: none; text-underline: none;">ISO/IEC 20000</span></a><span lang="EN-US"> </span><span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">(previously
BS15000), the International Service Management Standard for IT service
management, there are some differences between the ISO 20000 standard and the
ITIL framework.<o:p></o:p></span></div>
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<span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;">ITIL describes processes, procedures, tasks, and
checklists which are not organization-specific, but can be applied by an
organization for establishing integration with the organization's strategy,
delivering value, and maintaining a minimum level of competency. It allows the
organization to establish a baseline from which it can plan, implement, and
measure. It is used to demonstrate compliance and to measure improvement.<o:p></o:p></span></div>
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<span class="mw-headline"><span lang="EN-US" style="font-family: Arial, sans-serif; font-size: 14pt; line-height: 115%;"> </span></span></h3>
<h3 style="background: white; line-height: 115%; margin-bottom: .0001pt; margin-bottom: 0cm; margin-left: 35.4pt; margin-right: 0cm; margin-top: 3.6pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-family: "Calibri","sans-serif"; font-size: 12.5pt; line-height: 115%; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-font-weight: normal; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"> Characteristics
of the 2011 Edition of ITIL<o:p></o:p></span></h3>
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<span lang="EN-US" style="color: #252525; font-family: "Arial","sans-serif"; font-size: 10.5pt; line-height: 115%; mso-ansi-language: EN-US;">
</span></div>
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<span style="font-weight: normal;"><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-family: Arial, sans-serif; font-size: 10.5pt; font-weight: normal; line-height: 115%;"> ITIL 2011 is an update to the ITIL framework that addresses significant
additional guidance with the definition of formal processes which were
previously implied but not identified, as well as correction of errors and
inconsistencies. Twenty-six processes are listed in ITIL 2011 edition and
described below, along with which core publication provides the main content
for each process. The 2011 edition consists of five core publications –</span><span lang="EN-US" style="font-weight: normal; mso-ansi-language: EN-US; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin;"> </span><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-family: Arial, sans-serif; font-size: 10.5pt; font-weight: normal; line-height: 115%;">Service Strategy,</span><span lang="EN-US" style="font-weight: normal; mso-ansi-language: EN-US; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin;"> </span><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-family: Arial, sans-serif; font-size: 10.5pt; font-weight: normal; line-height: 115%;">Service Design,</span><span lang="EN-US" style="font-weight: normal; mso-ansi-language: EN-US; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin;"> </span><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-family: Arial, sans-serif; font-size: 10.5pt; font-weight: normal; line-height: 115%;">Service Transition,</span><span lang="EN-US" style="font-weight: normal; mso-ansi-language: EN-US; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin;"> </span><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-family: Arial, sans-serif; font-size: 10.5pt; font-weight: normal; line-height: 115%;">Service Operation, and</span><span lang="EN-US" style="font-weight: normal; mso-ansi-language: EN-US; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin;"> </span></span><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-family: Arial, sans-serif; font-size: 10.5pt; font-weight: normal; line-height: 115%;"><span style="font-weight: normal;">Continual Service Improvement.</span><o:p></o:p></span></h3>
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<div>
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<div>
<span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-family: Arial, sans-serif; font-size: 10.5pt; font-weight: normal; line-height: 115%;"><br /></span></div>
<div>
<span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-family: Arial, sans-serif; font-size: 10.5pt; font-weight: normal; line-height: 115%;"></span><br />
<div class="MsoNormal" style="background: white; line-height: 16.8pt; margin-bottom: 1.2pt; margin-left: 38.4pt; mso-list: l0 level1 lfo1; mso-margin-top-alt: auto; tab-stops: list 36.0pt; text-indent: -18.0pt;">
<!--[if !supportLists]--><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-family: Arial, sans-serif; font-size: 10.5pt; font-weight: normal; line-height: 115%;"><span lang="EN-US" style="font-family: Arial, sans-serif; font-size: 10.5pt;">1.<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><b><span lang="EN-US" style="font-family: Arial, sans-serif; font-size: 10.5pt;">ITIL Service Strategy:</span></b><span lang="EN-US" style="font-family: Arial, sans-serif; font-size: 10.5pt;"> <i>understands
organizational objectives and customer needs</i> <o:p></o:p></span></span></div>
<span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; color: #252525; font-family: Arial, sans-serif; font-size: 10.5pt; font-weight: normal; line-height: 115%;">
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<!--[if !supportLists]--><span lang="EN-US" style="font-family: Arial, sans-serif; font-size: 10.5pt;">2.<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><b><span lang="EN-US" style="font-family: Arial, sans-serif; font-size: 10.5pt;">ITIL Service Design:</span></b><span lang="EN-US" style="font-family: Arial, sans-serif; font-size: 10.5pt;"> <i>turns
the service strategy into a plan for delivering the business objectives</i> <o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="font-family: Arial, sans-serif; font-size: 10.5pt;">3.<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><b><span lang="EN-US" style="font-family: Arial, sans-serif; font-size: 10.5pt;">ITIL Service Transition</span></b><span lang="EN-US" style="font-family: Arial, sans-serif; font-size: 10.5pt;">: <i>develops
and improves capabilities for introducing new services into supported
environments</i> <o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="font-family: Arial, sans-serif; font-size: 10.5pt;">4.<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><b><span lang="EN-US" style="font-family: Arial, sans-serif; font-size: 10.5pt;">ITIL Service Operation:</span></b><span lang="EN-US" style="font-family: Arial, sans-serif; font-size: 10.5pt;"> <i>manages
services in supported environments</i> <o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="font-family: Arial, sans-serif; font-size: 10.5pt;">5.<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;">
</span></span><!--[endif]--><b><span lang="EN-US" style="font-family: Arial, sans-serif; font-size: 10.5pt;">ITIL Continual Service Improvement:</span></b><span lang="EN-US" style="font-family: Arial, sans-serif; font-size: 10.5pt;"> <i>achieves services incremental and large-scale improvements</i> <o:p></o:p></span></div>
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<br /></div>
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<b><span lang="EN-US" style="font-size: 12.5pt; mso-ansi-language: EN-US;">Continual
Service Improvement<o:p></o:p></span></b></div>
<div class="MsoNormal" style="background: white; line-height: 16.8pt; margin-bottom: 1.2pt; mso-margin-top-alt: auto; text-indent: 35.4pt;">
<span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt;">Continual service improvement,
defined in the ITIL continual service improvement volume,</span><span lang="EN-US"> </span><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt;">aims to align and realign IT services
to changing business needs by identifying and implementing improvements to the
IT services that support the business processes. It incorporates many of the
same concepts articulated in the</span><span lang="EN-US"> </span><a href="http://en.wikipedia.org/wiki/Deming_Cycle" title="Deming Cycle"><span lang="EN-US" style="color: #252525; mso-ansi-language: EN-US; text-decoration: none; text-underline: none;">Deming Cycle</span></a><span lang="EN-US"> </span><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt;">of</span><span lang="EN-US"> </span><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt;">Plan-Do-Check-Act. The perspective of CSI on
improvement is the business perspective of service quality, even though CSI
aims to improve process effectiveness,</span><span lang="EN-US"> </span><a href="http://en.wikipedia.org/wiki/Economic_efficiency" title="Economic efficiency"><span lang="EN-US" style="color: #252525; mso-ansi-language: EN-US; text-decoration: none; text-underline: none;">efficiency</span></a><span lang="EN-US"> </span><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt;">and cost effectiveness of the IT
processes through the whole lifecycle. To manage improvement, CSI should
clearly define what should be controlled and measured.<o:p></o:p></span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgKpf7uI5lcZmSMzdtigoBPzLsAPMzXVA3_2VQNpGe5327eNQ0NfOA5qp6-iHgDl-ohTjtqz4Djky01dHkC-ObkDa9JbXIHgSA3jq9B8re-5EWXRMZ3X9AZrnrpKp9j5ELnkLiEFLEcqGY/s1600/3.png" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgKpf7uI5lcZmSMzdtigoBPzLsAPMzXVA3_2VQNpGe5327eNQ0NfOA5qp6-iHgDl-ohTjtqz4Djky01dHkC-ObkDa9JbXIHgSA3jq9B8re-5EWXRMZ3X9AZrnrpKp9j5ELnkLiEFLEcqGY/s1600/3.png" height="219" width="320" /></a></div>
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<span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt;"><br /></span>
<span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt;"><br /></span>
<span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt;"><br /></span>
<span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt;"><br /></span></div>
<h3 style="background: white; margin-bottom: 13.5pt; margin-left: 35.4pt; margin-right: 0cm; margin-top: 5.25pt; text-indent: 35.4pt;">
<span lang="EN-US" style="font-family: "Calibri","sans-serif"; font-size: 12.5pt; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-font-weight: normal; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">COBIT
versus ITIL<o:p></o:p></span></h3>
<div class="MsoNormal" style="background: white; mso-margin-bottom-alt: auto; mso-margin-top-alt: auto; text-indent: 35.4pt;">
<span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;">COBIT and ITIL have been used by information
technology professionals in the IT service management (ITSM) space for many
years. Used together, COBIT and ITIL provide guidance for the governance and
management of IT-related services by enterprises, whether those services are
provided in-house or obtained from third parties such as service providers or
business partners.<o:p></o:p></span></div>
<div class="MsoNormal" style="background: white; mso-margin-bottom-alt: auto; mso-margin-top-alt: auto; text-indent: 35.4pt;">
<span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;">Enterprises need to govern and manage their
information and related technology assets and resources, and those arrangements
customarily include both internal and external services to satisfy specific
stakeholder needs. COBIT 5 aims primarily to guide enterprises on the
implementation, operation and, where required, improvement of their overall
arrangements relating to governance and management of enterprise IT (GEIT).
ITIL provides guidance and good practice for IT service providers for the
execution of IT service management from the perspective of enabling business
value.<o:p></o:p></span></div>
<div class="MsoNormal" style="background: white; mso-margin-bottom-alt: auto; mso-margin-top-alt: auto; text-indent: 35.4pt;">
<span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;">COBIT 5 describes the principles and enablers
that support an enterprise in meeting stakeholder needs, specifically those
related to the use of IT assets and resources across the whole enterprise. ITIL
describes in more detail those parts of enterprise IT that are the service
management enablers (process activities, organizational structures, etc.).<o:p></o:p></span></div>
<div class="MsoNormal" style="background: white; mso-margin-bottom-alt: auto; mso-margin-top-alt: auto;">
<span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;">Generally speaking:<o:p></o:p></span></div>
<div class="MsoNormal" style="background: white; mso-margin-bottom-alt: auto; mso-margin-top-alt: auto;">
<span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;">· COBIT is broader than
ITIL in its scope of coverage (GEIT). It is based on five principles (meeting
stakeholder needs; covering the enterprise end to end; applying a single,
integrated framework; enabling a holistic approach; and separating governance
from management) and seven enablers (principles, policies and frameworks;
processes; organizational structures; culture, ethics and behavior;
information; services, infrastructure and applications; people, skills and
competencies).<o:p></o:p></span></div>
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<span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;">· ITIL focuses on ITSM and provides much more
in-depth guidance in this area, addressing five stages of the service life
cycle: service strategy, service design, service transition, service
operation and continual service improvement. Also, COBIT and ITIL are well
aligned in their approach to ITSM. The COBIT 5 Process Reference Model, as
documented in COBIT 5: Enabling Processes, maps closely to the ITIL
v3 2011 stages.<o:p></o:p></span></div>
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<span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;">The distinction between the two is sometimes
described as “COBIT provides the ‘<b>why’</b>;
ITIL provides the ‘<b>how</b>.’” While
catchy, that view is simplistic and seems to force a false “one or the other”
choice. It is more accurate to state that enterprises and IT professionals who
need to address business needs in the ITSM area would be well served to
consider using both COBIT and ITIL guidance. Leveraging the strengths of both
frameworks, and adapting them for their use as appropriate, will aid in solving
business problems and supporting business goals achievement.<o:p></o:p></span></div>
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<b><span lang="EN-US" style="font-size: 12.5pt; line-height: 115%; mso-ansi-language: EN-US;">COBIT versus CMMI<o:p></o:p></span></b></div>
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<b><span lang="EN-US" style="font-size: 12.5pt; line-height: 115%; mso-ansi-language: EN-US;">SOURCES<o:p></o:p></span></b></div>
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<div class="MsoListParagraphCxSpFirst" style="background: white; margin-left: 72.0pt; mso-add-space: auto; mso-list: l0 level2 lfo1; mso-margin-bottom-alt: auto; mso-margin-top-alt: auto; text-indent: -18.0pt;">
<!--[if !supportLists]--><span lang="EN-US" style="font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;">-<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;"> </span></span><!--[endif]--><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;">ISM - </span><a href="https://tm.soe.ucsc.edu/undergraduates"><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;">https://tm.soe.ucsc.edu/undergraduates</span></a><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;"><o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; margin-left: 72.0pt; mso-add-space: auto; mso-list: l0 level2 lfo1; mso-margin-bottom-alt: auto; mso-margin-top-alt: auto; text-indent: -18.0pt;">
<!--[if !supportLists]--><span lang="EN-US" style="font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;">-<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;"> </span></span><!--[endif]--><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;">CMMI - </span><a href="http://en.wikipedia.org/wiki/Capability_Maturity_Model_Integration"><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;">http://en.wikipedia.org/wiki/Capability_Maturity_Model_Integration</span></a><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;"><o:p></o:p></span></div>
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<a href="http://cmmiinstitute.com/about-cmmi-institute"><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;">http://cmmiinstitute.com/about-cmmi-institute</span></a><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;"><o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; margin-left: 72.0pt; mso-add-space: auto; mso-list: l0 level2 lfo1; mso-margin-bottom-alt: auto; mso-margin-top-alt: auto; text-indent: -18.0pt;">
<!--[if !supportLists]--><span lang="EN-US" style="font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;">-<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;"> </span></span><!--[endif]--><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;">COBIT - </span><a href="http://en.wikipedia.org/wiki/COBIT"><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;">http://en.wikipedia.org/wiki/COBIT</span></a><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;"><o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; margin-left: 72.0pt; mso-add-space: auto; mso-list: l0 level2 lfo1; mso-margin-bottom-alt: auto; mso-margin-top-alt: auto; text-indent: -18.0pt;">
<!--[if !supportLists]--><span lang="EN-US" style="font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;">-<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;"> </span></span><!--[endif]--><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;">ISO 20000 - </span><a href="http://en.wikipedia.org/wiki/ISO/IEC_20000"><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;">http://en.wikipedia.org/wiki/ISO/IEC_20000</span></a><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;"><o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="background: white; margin-left: 72.0pt; mso-add-space: auto; mso-list: l0 level2 lfo1; mso-margin-bottom-alt: auto; mso-margin-top-alt: auto; text-indent: -18.0pt;">
<!--[if !supportLists]--><span lang="EN-US" style="font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;">-<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;"> </span></span><!--[endif]--><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;">ITIL - </span><a href="http://en.wikipedia.org/wiki/ITIL"><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;">http://en.wikipedia.org/wiki/ITIL</span></a><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;"><o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;">-<span style="font-family: 'Times New Roman'; font-size: 7pt; font-stretch: normal; line-height: normal;"> </span></span><!--[endif]--><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;">COBIT VS ITIL VS CMMI -
</span><a href="http://www.slideshare.net/seveman/cobit-itil-and-cmmi-a-tutorial"><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;">http://www.slideshare.net/seveman/cobit-itil-and-cmmi-a-tutorial</span></a><span lang="EN-US" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; font-family: Arial, sans-serif; font-size: 10.5pt; line-height: 115%;"><o:p></o:p></span></div>
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