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Identity is the new Enterprise security perimeter. If you are an executive or IT leader challenged with understanding the complex world of identity management, you are not alone. We’ve created a series of videos that help explain key identity concepts with real world examples. After watching the first in the series, Identity Management 101, key Identity Management concepts such as authentication, two-factor authentication, authorization, role-based identity, single sign-on and provisioning will no longer be geek speak. Learn more: http://bit.ly/2hieaPe
This video explains about the ITIL complete service life cycle stages or core publications along with the process, roles and tools used in each stage of the life cycle in this video which helps to align IT with business.
As per ITIL v3 there are 5 stages or core publications in I T service life cycle.
First stage of ITIL is, Service Strategy which deals with the strategic analysis, planning, positioning, and implementation relating to IT service models, strategies, and objectives.
It provides guidance on leveraging IT service management capabilities to effectively deliver value to customers and illustrate value for service providers.
Second stage of ITIL is, Service Design
Service Design translates strategic plans and objectives and creates the designs and specifications for execution through service transition and operations.
Third stage of ITIL is, Service Transition
It provides guidance on the service design and implementation, ensuring that the service delivers the intended strategy and can be operated and maintained effectively.
Fourth stage of ITIL is, Service Operation
which provides guidance on managing a service through its day to day production life.
It also provides guidance on supporting operations by means of new models and architectures such as shared services, utility computing, web services, and mobile commerce.
Fifth stage of ITIL is, Continual Service Improvement
It provides guidance on measuring service performance through the service life cycle, suggesting improvements in service quality, operational efficiency and business continuity.
Now we will see the processes, people and the tools in each of the ITIL service life cycle core publications in detail.
Four processes in service strategy.
First one is Service Catalog Management, which ensures that a Service Catalogue is produced and maintained, containing accurate information on all operational services and those being prepared to be run operationally.
second process is Service Level Management, which helps to To negotiate Service Level Agreements with the customers and to design services in accordance with the agreed service level targets. Service Level Management is also responsible for ensuring that all Operational Level Agreements and Underpinning Contracts are appropriate, and to monitor and report on service levels.
Capacity Management ensures that the capacity of IT services and the IT infrastructure is able to deliver the agreed service level targets in a cost effective and timely manner.
Availability Management is responsible for ensuring that all IT infrastructure, processes, tools, roles are appropriate for the agreed availability targets.
IT Service Continuity Management manages risks that could seriously impact IT services. ITSCM ensures that the IT service provider can always provide minimum agreed Service Levels, by reducing the risk from disaster events to an acceptable level and planning for the recovery of IT services.
Information Security Management ensures the confidentiality, integrity and availability of an organization’s information, data and IT services.
next process is Supplier Management, which ensures that all contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments.
The last process of service design is Design Coordination, which coordinates all service design activities, processes and resources.
process plans and coordinates the resources to deploy a major Release within the predicted cost, time and quality estimates. This can be assumed as equivalent to project management.
assists to gather, analyse, store and share knowledge and information within an organization. The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge.
Here the roles in service transition.
makes sure Configuration items and services are constantly monitored, and to filter and categorize Events in order to decide on appropriate actions.
manages the life cycle of all Incidents. The primary objective of Incident Management is to return the IT service to users as quickly as possible.
manages the life cycle of all Problems. The primary objectives of Problem Management are to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented.
fulfils the Service Requests like password reset.
ensures to grant authorized users the right to use a service, while preventing access to unauthorized users.
Apart from these processes, service operation also has the following functions.
Continual service improvement uses methods of quality control to learn from past success and failures.
Product Lifecycle Management Software
The software industry is one of the highly developed and rapidly expanding industries in the world; that supplies an extensive range of software for various applications. Recently, there is a growing awareness for using product lifecycle management software for simplifying and improving the complete product management procedure.
Product lifecycle management or PLM is involved with managing the data related to the entire lifecycle of a product. PLM is a comprehensive system that includes a database about all the information regarding a product. It is also a mode for communication between related sections of an organization such as planning, designing, manufacturing, marketing, servicing etc.
Several global corporations have appreciated the advantages of product lifecycle management solutions and are implementing appropriate software to increase their profit margins and reduce overheads expenses. There are industry specific project process product lifecycle management software which not only lower product cost but also reduce product turnaround time. Such software helps in improving product quality and reduces day-to-day operating expenses in various industries like aerospace & defense, automation, construction, energy and power, apparel and garments etc. In all these industries, to survive in this tough competition, it becomes necessary for an organization to create and deliver innovative products along with excellent customer support. A project, process and product lifecycle management solution can optimize your product developing processes and systems in such a way that the output provided by your organization ensures quality, regulatory standards and are compliant to the industry. The project management software enables organizations in automating several business processes across the organization.
The lifecycle management software gives organizations the ability to perform many tasks efficiently like project management, business process management, product data management, document management system, knowledge management, resource management, timesheet management, quality management, customer support management, work flow management etc.
There are many companies which are experienced in providing lifestyle management solutions to various types of businesses. So, if you are in search of project, process & product lifecycle management software for aerospace, defense, automotive, automation, auto components, electronic products, robotics, construction, energy & power, apparels & garments, consumer packaged goods, medical devices, pharmaceuticals etc., you can implement project management software provided by company offering affordable lifecycle management solutions to address specific business challenges on their own deadlines without expensive upgrades.
ProductDossier provides project, process and product lifecycle management solution which can optimize your product developing processes and systems in such a way that the products or services provided by your organization ensure quality, regulatory standards and are compliant to the industry.
A fishbone diagram is a tool used to facilitate root cause analysis for a defined problem. The diagram provides a structured way to record potential root causes during brainstorming, encouraging teams to think about a problem systematically and to dig deeper to discover less obvious causes.
Cause and Effect diagrams have been illustrated in many ways. One of the most novel is called the “fishbone” or “Ishikawa” diagram, named after Dr. Kaoru Ishikawa, it’s originator. Dr. Ishikawa was an expert in Quality Control Theory. Why it is called “fishbone” becomes obvious when the diagram is completed, in that it looks like a fish skeleton.
The analysis starts with a problem to be investigated. This problem is written in the form of a question on the right side of the page. An arrow, or sometimes a drawing of a fish head, will point to the question under consideration. To the left of the problem statement, a horizontal line divides the paper in two. This is the “backbone” of the fishbone diagram.
The next set of bones represents the most important categories of the factors which might lead to the basic cause; the names of these categories are written along the top and bottom of the paper, with angled arrows pointing back to the backbone as well as towards the head, thus forming a herringbone pattern.
There are six categories that relate to manufacturing problems: machine, methods, material, maintenance, man and mother nature. There are other categories such as equipment, process, environment and Management that are added on to this. Experts use several factors to analyze service and administrative problems such as: price, promotion, processes, place, policies, procedure and the product. A service industry for example would use the following factors to figure out problems: surroundings, suppliers, systems and skills. This is why conventions have been developed to provide categories to help determine the problem areas in these fields.
Analysis gets underway after the fundamental skeletal structure is in position. Variables are listed that play a part in each subset of elements that result in the underlying or root cause. These are displayed on top of arrows directing you to the subset lines, which themselves may possess lines of their own directing toward them, further delineating the variables that play a part. While this may proceed ad infinitum, naturally it will be hard to sketch more than a minimal number of levels.
With the skeleton of the diagram in place a team brainstorms about each category, looking for reasons that produce the end result. Generally, it is good to phrase a problem as a question and ask team members to answer the question in the context of each category. In general, the question is “Why is this happening?” Then, for each category, the question shifts to “How are factors in this category causing this?”
The brainstorming continues until team members can no longer think of useful items to add to the diagram. At this point, the results are analyzed to identify the most likely root causes of the problem. Finding the same issue within multiple categories is a good indication that it is an important root cause in the system. Likewise, areas of the diagram that are densely populated with detail are likely to point to areas of significance.
Steve Wilheir is a project manager. Learn more about finding the root cause of your organization’s teamwork issues, and learn more about fishbone charting and his Project Management Course
Everything you need to understand and implement efficient and effective IT Service Continuity Management!
IT Service Continuity Management 101 is the IT Service Continuity Management Handbook that walks you through the concepts of ITSCM and how best to implement it.
It provides a clear and concise approach of how to achieve this using every day examples.
It tells you exactly how to implement IT Service Continuity Management Successfully with guidance that has never before been in print. This Handbook is the holy grail of IT Service Continuity Management and explains the process v project approach.
Subjects covered : What is ITSCM?, Why do we need it?, The Impacts of Disaster Recovery, Traditional Recovery Methods, Current Recovery Methods, A complete DR Process Overview, and many more.
IT professionals of today tend to have high expectations with regard to the software tools they use to track and manage their customer issues. Almost everyone who is researching Help Desk software is looking for the application that has the most powerful feature set at the best price.
Obviously it is easier to work with prospects who have a very good idea of their core requirements for the project they are focused on. This allows the sales agent to help them determine whether his or her particular product offering is a match. Since these calls are usually coming from IT Managers (or IT staff members who help manage hardware and infrastructure), it is almost always “understood” that they are looking for a solution that can be installed on their own server(s) inside their own IT environment.
Many providers of Help Desk software are now offering various deployment models for their solutions, such as In-House (Perpetual), Hosted (SaaS), and Annual Subscription. This means that there are additional options that need to be talked about during the buyer’s product research phase. There can be some confusion around these deployment options, so it is important to be clear about what is actually available and the various names for these models.
Most everyone has heard of a “Perpetual License” model. This means that the license has no expiration date associated with it, so once purchased, it can be used indefinitely by the customer. We call this an In-House option, since it is installed on a server inside the customer’s environment.
While this model typically requires the greatest initial investment, it is often still the most popular of the three. The main reason for this is the current mindset that continues to prevail in the IT world that says “we want to manage the application internally in our own environment so we will have ultimate control of the software, the backend database, the configuration, etc.” However, current trends show that some firms are becoming more open to other deployment models.
Another well-known deployment model is the “Hosted” model. This is also often referred to as SaaS (Software as a Service) or “Cloud Computing” and is becoming more and more popular these days. This particular model is not installed at the customer site, but instead is hosted by the provider (so the software actually runs on a server in the provider’s data center).
The greatest benefit of the Hosted model is that there is no requirement to set up servers or build out infrastructure, which is typically required for most In-House installations. Cost-wise, this model is typically the most affordable as it requires the smallest initial out-of-pocket investment to get started.
Still another deployment type is known as the “Annual Subscription” model. Some companies who use this term are referring to a pre-paid 12-month contract on what we previously referred to as the Hosted model. Other companies offer a 12-month license that works almost exactly like the In-House model, except that the license must renewed before the end of the 12 months, or it will shut down.
At Novo Solutions, our Annual Subscription model seems to be growing in popularity – mainly because it offers the best of both worlds. The software can still be installed internally in the customer’s own environment, and is also less expensive than the In-House/Perpetual model. This option is also drawing more attention because of the current economic climate and the need to cut back on spending.
This means that everyone can evaluate the various solutions that are on the market and can determine which software truly is the best fit for their needs and their IT infrastructure, as well as their budget. It helps to have an idea of which deployment model you are focused on at the beginning of a new software research project. And since some vendors only offer one of the models described above, this should save time by helping you to narrow your list before investing lots of time and digging in deep with product demonstrations and trials.
Researchers who have “done their homework” and have a clear understanding of what their IT Director is looking for will save their company time and money by narrowing the playing field and knowing which vendors to invest quality time with. By understanding the various deployment models and asking questions the right questions in advance, a solid “research plan” can be drafted prior to beginning the project. This can also be a great way to gain favor with Senior Executives as they will begin to see who is better at researching and managing software projects.
If you are interested in helpdesk software or a help desk software, be sure to visit Novo Solutions.
As a small home based day care center, you provide child care services during the day time hours for kids of working neighbors, family and friends. You have a great reputation and are passionate about the quality of the environment you offer for the children.
You want to increase your customers but not expand into commercial premises and lose sight of the very special care you provide your children.
This strategy gives you the best of both worlds… Maintain the quality of care for preschoolers and keep you in your own home base!
Identify who is your customer?
As a small home based day care center, you provide child care services during the day time hours for kids of working neighbors, family and friends. While you want to remain a home-based, small service you are able to offer unique ‘extras’ that a more established center doesn’t. For instance you are able to provide an after-hours specialized service for families who are going out for the evening or working late or night shifts.
Hence your ideal customer profile would include families with pre-school aged children who are prepared to pay for a specialized, possibly out of normal ours, child-care services.
What is the best thing you can do for that customer?
Your customers are prepared to pay a premium for the convenience of leaving their child with a professional rather than an unqualified baby sitter. Your facility will be the perfect blend of personalized attention in a professional set up.
How are you going to do it?
Offer to take children at any time of the day or night for a minimum of 4 hours. This caters for couples who want to go out to dinner, to a function, for a weekend away etc. Also research and introduce the latest fun learning/play activities that not only make it enjoyable for the child to spend time with you, but also help prepare that child for future school and socializing.
Create a database (Happy Folks) of all existing customers.
Send a direct mail out to families with young children who fit the target market and are relatively close to your home. Consider professionals around your home. Invite them to register their child on your website as spaces are limited to registered members of the Happy Folks community.
Don’t forget to say Thank You
Every new registrant gets a thank you email on completing the sign up form. Include a link to a survey where you ask for information about their child/children in order to be able to offer your special customized services.
Suggested survey questions to database:
What is your child’s date of birth?
Are you likely to use our ½ day, full day or overnight service, or do you have any other specific requirements?
How often are they likely to use this service?
What does your child most enjoy at the day care center?
Other child relevant information – diet, special toys etc?
What additional facilities would you like provided at the day care center?
When to communicate with your members?
Become the “expert” on child care – Develop a regular newsletter showcasing what’s new in child care and at your centre – food, toys, sleep centre, etc. Also feature children specific columns such as “best drawing of the month” and basic parenting tips written from an expert’s perspective.
Key dates such as Birthday emails to parents for their children on their birthday, Special trips – to the zoo?
How do you measure success?
Six monthly surveys of the Happy Folks community to gauge their level of satisfaction with your day care center and its offerings. Capture data on key criteria like pricing, safety, cleanliness, learning opportunity, etc. Incentivize survey completion with a free overnight stay for their child.
For measuring bottom line performance compare customer pool and profits across like periods over a two to three year period.
Scott Bradley is a successful business man in a wide variety of internet services.
His organisation Echo Digital, provides affordable services to small to medium business
to assist them to grow their business. Affordable Web Design, Web Hosting and Internet Marketing
We’ll provide you an overview of ITIL and show it can help your service desk or help desk be more efficient.
What is ITIL?
ITIL stands for the Information Technology Infrastructure Library. Staff in IT departments use ITIL to better serve their customers and users. But what is ITIL?
By using the guidelines set out in the ITIL framework, IT departments can develop best practices and improve the way different teams interact and manage the IT infrastructure within their business. In doing so, end users get a better level of service and the business saves money. Teams are also able to allocate resources more intelligently and efficiently by using ITIL.
ITIL isn’t just about the IT service desk or help desk: it encompasses all kinds of different areas, from designing the infrastructure of an IT department, right through to dealing with problems and improving the service.
In real terms: what is ITIL in practice? Let’s take a very basic look at what ITIL covers by breaking it down.
What is an ITIL Process?
A Process is essentially a type of work that’s typically carried out by an IT department.
In ITIL v3 (released in 2011), there are five different Processes:
• Service Strategy — Assessing the current situation, and the customer needs, and forming a strategy to align the IT department with the core business.
• Service Design — Planning and designing the services provided by IT that support the business.
• Service Transition — Assuring the smooth transition of new and revised services from a development phase into an operational phase. This includes, among other elements, Change Management.
• Service Operation — Managing operations to ensure that services are delivered within the agreed service levels. This includes, among other elements, Problem Management, Incident Management, and Access Management.
• Continual Service Improvement — The process identifying opportunities to continually improve services, and implementing those improvements with the goal of constantly providing better service to the business and customers.
These five Processes represent different parts of the IT department. For example, Service Design would cover improvements to existing IT services or the implementation of new services. Service Operation covers the day-to-day management of the IT department – typically, this is the job of the service desk or help desk.
ITIL produces an ITIL Process Map that describes how different Processes fit together. The person in charge of a Process is called a Process Owner.
What is an ITIL Function?
Typically, an ITIL Function is a group of people. It could be a team, a sub-team or a department. The Function is responsible for carrying out the work described in the ITIL process.
Examples of Functions in ITIL include software testers and programmers. However, in the overall ITIL process, many other teams can be included: for example, facilities management teams are Functions too. Within Functions, staff are assigned specific Roles; within Service Operation, for example, you’ll find roles such as 1st Level Support, Facilities Manager and IT Operations Manager. These are all people you’d expect to find working on, or alongside, a help desk or service desk team.
What is a KPI?
ITIL uses KPIs (key performance indicators) to measure the IT department’s performance. KPIs are generally used to monitor progress, flag up bottlenecks and problems in the IT department, and continually improve service.
KPIs can be considered an input and an output. KPIs are measured, evaluated and used in Continual Service Improvement. KPIs are also helpful within a help desk in order to track response times, ticket resolution rates and other important statistics.
It’s impossible to cover ITIL in a short blog post, but if you want to learn more, remember that ITIL is a framework. It isn’t a fixed rule book.
The idea of ITIL is that it’s a structure different organizations can apply to their own individual circumstances. That makes ITIL very flexible, scalable and versatile, since almost any IT department can implement its principles.
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ServiceNow IT Operations Management solutions consolidate resource data — including virtualized and cloud infrastructure environments — into a single system of record for IT which enables you to see how your resources are performing at all times, automate key processes, and take a service-centric approach to mapping, delivery, and assurance.
For more information, see:
ServiceNow product documentation:
For general information about ServiceNow, visit: http://www.servicenow.com/
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FITS, the Framework for ICT Technical Support developed by Becta and now managed by The FITS Foundation, has been proving a real hit with many of our users. This video captures some of their comments for you.