Itsm training


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Itsm training

  1. 1. Heuristic Evaluation Tutorial 1
  2. 2. Heuristic Evaluation• Goal: Identifying usability problems in existing systems• Checking compliance with a set of usability principles• Performed individually• Results will be aggregated 2
  3. 3. Heuristic Evaluation• Freely explore the interface or perform certain tasks• You can go through the interface several times• You should specify: – The problem – The heuristic(s) – The severity 3
  4. 4. IT security management (ITSM) tools• IT security management tools are components in the design, development, and maintenance of a secure information technology infrastructure. – Examples: network firewall, intrusion detection system, identity and access management system• Characteristics of the ITSM environment – Complex, collaborative, people with different backgrounds 4
  6. 6. 1 – Visibility of activity statusProvide users with awareness about the status of the activity distributed over time and space, including the other users involved in the activity, their actions, and distribution of work between them; rules that govern the activity; tools, information, and material that are used in the activity; and progress toward the activity objective. Provide communication channels for transferring the status of the activity. While providing awareness is crucial, provide awareness only about what a user needs to know to complete his actions. 6
  7. 7. 2- History of actions and changes on artifactsAllow capturing the history of actions and changes on tools or other artefacts such as policies, logs, and communication between users. Provide a means for searching and analyzing historical information. 7
  8. 8. 3- Flexible representation of informationAllow changing the representation of information to suit the target audience and their current task. Support flexible reports. Allow tools to change the representation of their input/output for flexible combination with other tools. 8
  9. 9. 4- Rules and constraintsPromote rules and constraints on ITSM activities, butprovide freedom for users to choose different pathsthat respect the constraints. Constraints can beenforced in multiple layers. For example, a tool couldconstrain the possible actions based on the task, thechosen strategy for performing the task (e.g., the orderof performing actions), the social and organizationalstructure (e.g., number of subjects involved in the task,policies, standards), and the competency of the user. 9
  10. 10. 5- Planning and dividing work between usersFacilitate dividing work between the users involved in an activity. For routine and pre-determined tasks, allow incorporation of a workflow. For unknown conditions, allow generation of new work plans and incorporation of new users. 10
  11. 11. 6- Capturing, sharing, and discovery of knowledgeAllow users to capture and store their knowledgeexplicitly by generating documents, web-pages, scripts,and notes or implicitly by providing access to a historyof their previous actions. Tools could then facilitatesharing such knowledge with other users. Furthermore,tools should facilitate discovery of the requiredknowledge source including artefacts or a person whopossess the knowledge and provide means ofcommunicating with the person who possesses theknowledge. 11
  12. 12. 7- Verification of knowledgeFor critical ITSM activities, tools should help SPs validate their knowledge about the actions that are required to perform the activity. Allow users to validate their knowledge by performing actions and validating the results on a test system before applying them to the real system. Allow users to document the required actions in the form of a note or a script; this helps the users or their colleagues to review the required actions before applying them on the system. 12
  14. 14. 1 - Visibility of system statusThe system should always keep users informed about what is going on, through appropriate feedback within reasonable time. 14
  15. 15. 2 - Match between system and the real worldThe system should speak the users language,with words, phrases and concepts familiar to theuser, rather than system-oriented terms. Itshould follow real-world conventions, makinginformation appear in a natural and logicalorder. 15
  16. 16. 3 - User control and freedomUsers often choose system functions by mistakeand will need a clearly marked "emergency exit"to leave the unwanted state without having togo through an extended dialogue. Support undoand redo. 16
  17. 17. 4 - Consistency and standardsUsers should not have to wonder whetherdifferent words, situations, or actions mean thesame thing. Follow platform conventions andterminology which are familiar to the user. 17
  18. 18. 5 - Error preventionEven better than good error messages is acareful design which prevents a problem fromoccurring in the first place. Either eliminateerror-prone conditions or check for them andpresent users with a confirmation option beforethey commit to the action. 18
  19. 19. 6 - Recognition rather than recallMinimize the users memory load by makingobjects, actions, and options visible. The usershould not have to remember information fromone part of the dialogue to another. Instructionsfor use of the system should be visible or easilyretrievable whenever appropriate. 19
  20. 20. 7 - Flexibility and efficiency of useAccelerators -- unseen by the novice user -- mayoften speed up the interaction for the expertuser such that the system can cater to bothinexperienced and experienced users. Allowusers to tailor frequent actions. 20
  21. 21. 8 - Aesthetic and minimalist designDialogues should not contain information whichis irrelevant or rarely needed. Every extra unit ofinformation in a dialogue competes with therelevant units of information and diminishestheir relative visibility. 21
  22. 22. 9 - Help users recognize, diagnose, and recover from errorsError messages should be expressed in plainlanguage (no codes), precisely indicate theproblem, and constructively suggest a solution. 22
  23. 23. 10 - Help and documentationEven though it is better if the system can beused without documentation, it may benecessary to provide help and documentation.Any such information should be easy to search,focused on the users task, list concrete steps tobe carried out, and not be too large. 23