1U C I S A I T I L : I N T R O D U C I N G S E R V I C E O P E R A T I O N
ITIL – Introducing service operation
This document is designed to answer many of the questions about IT service management and the ITIL framework,
specifically the service operation lifecycle phase. It is a beginner’s guide.
ITIL benefits within service operation
� Scalability – ITIL can be adapted for any size of organisation.
� Reduction in costs – ITIL has proven its value in reducing the overall cost of managing services.
� Improved quality – ITIL helps improve the quality of IT services through sound management practices.
� Alignment to standards – ITIL is well aligned to the ISO/IEC 20000 Standard for Service Management.
� Return on Investment (ROI) – ITIL helps IT organisations demonstrate their return on investment and
measurable value to the business. This helps establish a business case for new or continuing investment in IT.
� Seamless sourcing partnerships – outsourcing, often with multiple service providers, is increasingly common
today and ITIL is widely practised among industry service providers so offers a common practice base for
improved service chain management.
Considering cultural change
A small part of the implementation of service operation will be about process design. Most of the challenge lies
in cultural change and personal motivation of staff to use the end to end processes as the better way to do deliver
service.
Any change leads to feelings of vulnerability and loss of control. These feelings generally manifest themselves through
feelings of resistance. The most important thing in this stage of the ITIL implementation is to keep the focus on the
reason why your organisation needs ITIL service management in the first place.
Some implementation pointers for implementing service operation
DO:
� Perform a feasibility study first
� Use what is already good in the organisation
� Take it slowly and concentrate on small steps and quick wins
� Appoint a strong project manager with end to end focus to drive the implementation programme
� Keep in mind organisation change management issues
� Keep communicating WHY your organization needs this
� Measure your successes continuously
� Enjoy the milestones and share them with the IT group
DON’T:
� Try to mature all the processes at the same time
� Start with a tool
� Start without management commitment and/or budget
� ITILISE your organisation – it’s a philosophy, not an executable application
� Forget to adopt and adapt
� Rush; take your time to do it well
� Go on without a reason
� Ignore the positive activities already in place
2U C I S A I T I L : I N T R O D U C I N G S E R V I C E O P E R A T I O N
The objectives of service operation
The main objective of service operation is to coordinate and carry out the activities and processes required to deliver
and manage services at agreed levels to business users and customers.
Service o ...
The document summarizes key aspects of ITIL (Information Technology Infrastructure Library), a framework of best practices for IT service management. It describes what ITIL is, how it is organized into various disciplines, and provides an overview of the service level management process in ITIL for managing and maintaining quality of IT services delivered to customers. Specifically, it outlines the objectives, activities, types of agreements, and five stages of the service level management process in ITIL.
This document provides an overview of ITIL (Information Technology Infrastructure Library) concepts including the ITIL service lifecycle. It defines key terms like service, service management, and discusses ITIL versions 2 and 3. It also covers ITIL principles such as focusing on customer satisfaction and the strategic role of IT. Process models, organizational roles, and the five stages of the ITIL service lifecycle are outlined.
This document provides an overview of ITIL (Information Technology Infrastructure Library), including its origins, core concepts, benefits, and widespread adoption. ITIL is a framework for IT service management that was developed in the 1980s by the UK government to promote best practices. It consists of five core publications that cover the service lifecycle from strategy to continual improvement. Implementing ITIL's standardized processes can help organizations improve efficiency, alignment with business needs, service quality, and gain a common language for discussing IT services. Thousands of large companies across various industries have adopted ITIL in whole or in part.
This document provides an introduction and overview of ITIL (Information Technology Infrastructure Library). ITIL is a framework of best practices for IT service management and focuses on aligning IT services with business needs. The document outlines the history of ITIL and describes the key aspects of its service lifecycle approach including service strategy, design, transition, operation, and continual service improvement. It also discusses the service desk function and provides examples of processes within each lifecycle stage like service portfolio management and incident management. Benefits of adopting ITIL include improved business alignment, standardized processes, increased productivity and efficiency, and better customer satisfaction.
The document outlines the plan and objectives for a 3-day ITIL Foundation V3 workshop. Day 1 will cover ITIL core concepts and organizing for service management. Day 2 will cover service strategy, service design, and service transition. Day 3 will cover service operation and continual service improvement. The objectives are to provide comprehension of key ITIL concepts including the service lifecycle, processes, roles, and functions.
ITIL Practical Guide - Continual Service Improvement (CSI)Axios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=272
This video provides a run through of the lifecycle stage, which manages the day-to-day operation of IT services for the identification and reporting of interruptions in the delivery of services and handling of service requests at agreed levels.
I prepared this document based on a learning material provided by my employer, my aim was to create a document that would serve as a book for those want to understand ITIL Foundation Syllabus before writing the foundation exam (Exam Code - EXO 117). Although this book was edited many times to include only those subjects that were needed the most, the book still is a 146 page document, however reading this book would give you a decent idea about many service management concepts like Incident Management, Change Management, Problem Management etc and will make you exam ready without the help of dumps. Yes, believe me I scored 85% in Exin's EXO 117 Foundation Exam without any dumps. After I gained enough knowledge by preparing this book, I was able to answer many questions correctly in the dumps so I ended up using the dumps only to get a hands on of how the exam user interface will work. My concept is simple, if you want only a certificate, use the dumps, you can start tonight and get certified by tomorrow morning, but what knowledge would you actually possess at the end? To get that knowledge I suggest reading the related books, understanding the concepts, learning with examples and it may take a week, may be a month but at the end you will have the certificate + KNOWLEDGE. Finally just pardon me for any grammatical errors (after all English is not my mother tongue) and typo (I didn't have enough time to check everything), but the book is full of information that would certainly help. Share it with as many people as would like, spread it, gain knowledge and help others to do so as well. All the best.
This document provides an overview of ITIL (IT Infrastructure Library) which is a set of best practices for IT service management (ITSM). It discusses that ITIL was developed in the late 1980s and has become the leading framework for ITSM globally due to being non-proprietary, non-prescriptive, and providing both best practices and good practices. It then summarizes the key aspects of the ITIL service lifecycle including service strategy, service design, service transition, service operation, and continual service improvement. Finally, it outlines some of the objectives of the service strategy, service design, and service transition stages.
The document summarizes key aspects of ITIL (Information Technology Infrastructure Library), a framework of best practices for IT service management. It describes what ITIL is, how it is organized into various disciplines, and provides an overview of the service level management process in ITIL for managing and maintaining quality of IT services delivered to customers. Specifically, it outlines the objectives, activities, types of agreements, and five stages of the service level management process in ITIL.
This document provides an overview of ITIL (Information Technology Infrastructure Library) concepts including the ITIL service lifecycle. It defines key terms like service, service management, and discusses ITIL versions 2 and 3. It also covers ITIL principles such as focusing on customer satisfaction and the strategic role of IT. Process models, organizational roles, and the five stages of the ITIL service lifecycle are outlined.
This document provides an overview of ITIL (Information Technology Infrastructure Library), including its origins, core concepts, benefits, and widespread adoption. ITIL is a framework for IT service management that was developed in the 1980s by the UK government to promote best practices. It consists of five core publications that cover the service lifecycle from strategy to continual improvement. Implementing ITIL's standardized processes can help organizations improve efficiency, alignment with business needs, service quality, and gain a common language for discussing IT services. Thousands of large companies across various industries have adopted ITIL in whole or in part.
This document provides an introduction and overview of ITIL (Information Technology Infrastructure Library). ITIL is a framework of best practices for IT service management and focuses on aligning IT services with business needs. The document outlines the history of ITIL and describes the key aspects of its service lifecycle approach including service strategy, design, transition, operation, and continual service improvement. It also discusses the service desk function and provides examples of processes within each lifecycle stage like service portfolio management and incident management. Benefits of adopting ITIL include improved business alignment, standardized processes, increased productivity and efficiency, and better customer satisfaction.
The document outlines the plan and objectives for a 3-day ITIL Foundation V3 workshop. Day 1 will cover ITIL core concepts and organizing for service management. Day 2 will cover service strategy, service design, and service transition. Day 3 will cover service operation and continual service improvement. The objectives are to provide comprehension of key ITIL concepts including the service lifecycle, processes, roles, and functions.
ITIL Practical Guide - Continual Service Improvement (CSI)Axios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=272
This video provides a run through of the lifecycle stage, which manages the day-to-day operation of IT services for the identification and reporting of interruptions in the delivery of services and handling of service requests at agreed levels.
I prepared this document based on a learning material provided by my employer, my aim was to create a document that would serve as a book for those want to understand ITIL Foundation Syllabus before writing the foundation exam (Exam Code - EXO 117). Although this book was edited many times to include only those subjects that were needed the most, the book still is a 146 page document, however reading this book would give you a decent idea about many service management concepts like Incident Management, Change Management, Problem Management etc and will make you exam ready without the help of dumps. Yes, believe me I scored 85% in Exin's EXO 117 Foundation Exam without any dumps. After I gained enough knowledge by preparing this book, I was able to answer many questions correctly in the dumps so I ended up using the dumps only to get a hands on of how the exam user interface will work. My concept is simple, if you want only a certificate, use the dumps, you can start tonight and get certified by tomorrow morning, but what knowledge would you actually possess at the end? To get that knowledge I suggest reading the related books, understanding the concepts, learning with examples and it may take a week, may be a month but at the end you will have the certificate + KNOWLEDGE. Finally just pardon me for any grammatical errors (after all English is not my mother tongue) and typo (I didn't have enough time to check everything), but the book is full of information that would certainly help. Share it with as many people as would like, spread it, gain knowledge and help others to do so as well. All the best.
This document provides an overview of ITIL (IT Infrastructure Library) which is a set of best practices for IT service management (ITSM). It discusses that ITIL was developed in the late 1980s and has become the leading framework for ITSM globally due to being non-proprietary, non-prescriptive, and providing both best practices and good practices. It then summarizes the key aspects of the ITIL service lifecycle including service strategy, service design, service transition, service operation, and continual service improvement. Finally, it outlines some of the objectives of the service strategy, service design, and service transition stages.
Itil & Process Concepts Awareness Tadawul 5 Of March 2007Abdulaziz AlFaify
1. The document provides an introduction to ITIL (Information Technology Infrastructure Library) framework and IT processes, focusing on key concepts such as processes, service management, and ITIL certifications.
2. It explains important ITIL processes like incident management, problem management, change management, and release management. The goal of these processes is to improve service quality and reduce costs.
3. Implementing ITIL involves understanding processes, aligning people and roles, and using technology to support efficient service delivery and management. ITIL adoption brings benefits like improved services, reduced costs, and better alignment of IT with business needs.
Driving Business Excellence through Innovative IT Service ManagementCognizant
IT service management is increasingly becoming a top priority for CIOs as it is the interface that drives business-IT alignment. To succeed, IT organizations need to innovate service intake management by enabling self-service, utilizing service catalogs, and adopting outcome-based delivery models. This involves left-shifting service activities, leveraging integrated technologies, and focusing on customer experience through a skilled workforce.
Service architecture is a framework for organizing IT services and clearly representing how those services are supported. It improves business understanding of IT services and allows business to make key IT decisions. The key components of a service architecture include service requirements, support models, support organization, governance, communications, tools, and service management processes. A service architecture can be delivered in six phases: assess, design, build, validate, deploy, and monitor. It provides a structured approach to transitioning to a new operating model and flexible support of changing business needs.
This document discusses strategies for expanding HR shared services. It outlines four key steps: 1) establishing a current state baseline, 2) identifying future state improvement opportunities, 3) developing a business case, and 4) creating a transition and training plan. Expansion can occur horizontally by adding new customers, business units, or geographic areas, or vertically by adding new HR services like recruiting, training, or vendor management. Benefits include reduced costs, improved control and data leverage, and enhanced service and scalability. Careful planning is needed to successfully execute a service expansion.
A review of Review of IT Service Management at NNIT Robinson Omamo
The document provides a review of IT service management (ITSM) implementation at NNIT. It examines NNIT's use of service portfolio management and ITIL processes. The review finds that NNIT has effectively applied service portfolio management for service design, development, financial management, and catalog development. It recommends that NNIT add a team manager to its governance model to better communicate policy changes to staff. The document also analyzes NNIT's key ITSM tools and processes, and suggests additional tools that could improve its service portfolio management.
IT Services have been an in-house function for most of organizations across the globe a decade ago. With rapid growth in new technologies and expansion of customer base, organizations were unable to adapt to changes relying solely on their in-house IT teams. This gave rise to external IT service providers and proliferation of multiple engagement models.
It outsourcing transformation_whitepaperPriya Kamath
This document discusses the transformation of IT outsourcing models from traditional in-house and staff augmentation models to managed service models. It describes the key benefits of managed services for both customers and service providers, including risk and cost sharing, predictable costs, improved quality, and innovation. The document provides a methodology for prioritizing which systems and services are best suited for a managed services model and transforming existing engagements. It outlines the key elements of a managed services framework, including service cataloging, SLAs, pricing models, and governance.
The document provides an overview of ITIL (IT Infrastructure Library), including its background, core concepts, and service lifecycle framework. ITIL is a best practice framework for IT service management that was published by the UK government. It describes five stages of the service lifecycle - service strategy, design, transition, operation, and continual service improvement. Each stage involves key processes to manage the planning, delivery, and improvement of IT services. The document also outlines some important ITIL roles and qualifications.
It Service Management Implementation OverviewAlan McSweeney
This document describes an IT service management framework and implementation. It discusses ITIL/ITSM and the service management processes including incident and service request management. It provides an overview of the incident and service request management process including its principles, relationships between processes, and detailed processes. The document emphasizes that implementing service management requires understanding why it's being done, what resources are needed, and should be done in phases.
The document discusses balanced scorecards and how they can be used as a management toolkit to measure performance from customer, internal process, and learning and growth perspectives in addition to traditional financial measures. It provides examples of how metrics can be cascaded down from strategic scorecards to operational unit scorecards. Cause and effect relationships between metrics are also discussed, as well as how balanced scorecards can be linked to other frameworks like COBIT and used to track performance against business objectives.
The document discusses the differences between a service catalog and a service portfolio in IT service management. A service catalog lists current IT services available to users, while a service portfolio provides a complete listing of all past, present, and future IT services, including proposed services in development and retired services. Both can be used together, with a service catalog as the minimum requirement and a service portfolio providing additional benefits like support for retired products and transparency into future services. Choosing between the two depends on an organization's needs and ability to maintain the information.
This document provides an overview of ITIL (Information Technology Infrastructure Library) foundations. ITIL is a framework for IT service management that focuses on delivering value to both IT providers and customers. The core concepts of ITIL including services, service management, roles, processes and service lifecycles are described. Key aspects of service strategy, service design, and components of a service design package are also summarized.
This document discusses ITIL (Information Technology Infrastructure Library) version 3 from 2011 and its implementation for Japanese enterprises. Some key points:
- ITIL V3 introduced a service lifecycle approach consisting of five phases: service strategy, service design, service transition, service operation, and continual service improvement.
- ITIL V3 emphasizes the integration with other frameworks like ISO/IEC 20000-1.
- The document then discusses concepts in ITIL V3 like the five lifecycle phases, service management, processes, functions, and specific processes like service portfolio management and service level management.
- It provides examples to illustrate how activities in service level management would work in practice.
I hope this introductory presentation to ITIL v3 Foundation exam will be very useful to the readers. The time one needs to spend on study depends upon one's experience with ITIL related practices in real world. Nonetheless, it is very simple study, but the exam questions may be trickier than expectation. So, focus on learning ITIL concepts rather than adding ITIL certificate to your resume.
References for the slides used from:
http://taruu.com/Documents/ITIL%20v3%20Foundation%20Study%20Guide%20v4.2.2.5.pdf
The Art of Service – ITIL v3 Foundation Complete Certification Kit (book and online course)
Skillport - IT Infrastructure Library (ITIL) v3 Foundation Syllabus v4.2 exam
The document provides an overview of ITIL (Information Technology Infrastructure Library) which is a framework of best practices for IT service management. It discusses key concepts in ITIL including the service lifecycle, roles, and objectives to improve quality and reduce costs. The service lifecycle includes service strategy, service design, service transition, service operation, and continual service improvement.
The document provides an overview of ITIL (Information Technology Infrastructure Library) v3. It discusses key concepts in ITIL like service management, service lifecycles, and certifications. The service lifecycle in ITIL v3 includes service strategy, service design, service transition, service operation, and continual service improvement.
The document provides an overview of key concepts from ITIL including the ITIL service lifecycle, utilities and warranties, capabilities and resources, objectives and metrics, service level agreements, the service portfolio, benchmarks, governance models, and financial management processes. It also includes sample questions related to ITIL frameworks, processes, roles, and qualifications.
ITIL Intermediate Service Transition Course PreviewInvensis Learning
ITIL Service Transition (ST) is one of five modules offered as part of the ITIL Intermediate Service Lifecycle stream. This module helps individuals and enterprises to focus on the process and practice elements and management techniques required to build, test, and implement products and services.
This ITIL ST courseware is prepared by international subject matter experts and offers guidance on
techniques for organizing and managing the transition, the certification also covers management of technology considerations and challenges and risks.
To know more about ITIL ST Certification trainings worldwide, please contact us at -
Email: support@invensislearning.com
Phone - US +1-910-726-3695
Website: https://www.invensislearning.com
ITIL (Information Technology Infrastructure Library) is a framework for IT service management that was developed in the 1980s in the UK. It provides best practices for IT service delivery, operations, and support to businesses. Adopting ITIL helps organizations improve efficiency, align IT with business needs, deliver predictable services through consistent processes, and continuously measure and improve services and processes. Many large companies worldwide use ITIL framework to manage their IT operations and services.
4.1 EXPLORING INCENTIVE PAY4-1 Explore the incentive pay a.docxlorainedeserre
4.1 EXPLORING INCENTIVE PAY
4-1 Explore the incentive pay approach.
Incentive pay
(http://content.thuzelearning.com/books/Martocchio.7916.16.1/sections/bm01#bm01goss212) or
variable pay
(http://content.thuzelearning.com/books/Martocchio.7916.16.1/sections/bm01#bm01goss462)
rewards employees for partially or completely attaining a predetermined work objective.
Incentive or variable pay is defined as compensation, other than base wages or salaries that
fluctuate according to employees’ attainment of some standard, such as a preestablished
formula, individual or group goals, or company earnings.
Effective incentive pay systems are based on three assumptions:
Individual employees and work teams differ in how much they contribute to the
company, both in what they do as well as in how well they do it.
The company’s overall performance depends to a large degree on the performance of
individuals and groups within the company.
To attract, retain, and motivate high performers and to be fair to all employees, a
company needs to reward employees on the basis of their relative performance.
Much like seniority and merit pay approaches, incentive pay augments employees’ base pay,
but incentive pay appears as a one-time payment. Employees usually receive a combination
of recurring base pay and incentive pay, with base pay representing the greater portion of
core compensation. More employees are presently eligible for incentive pay than ever before,
as companies seek to control costs and motivate personnel continually to strive for exemplary
performance. Companies increasingly recognize the importance of applying incentive pay
programs to various kinds of employees as well, including production workers, technical
employees, and service workers.
Some companies use incentive pay extensively. Lincoln Electric Company, a manufacturer of
welding machines and motors, is renowned for its use of incentive pay plans. At Lincoln
Electric, production employees receive recurring base pay as well as incentive pay. The
company determines incentive pay awards according to five performance criteria: quality,
output, dependability, cooperation, and ideas. The company has awarded incentive payments
every year since 1934, through prosperous and poor economic times. In 2014, the average
profit sharing payment per employee was $33,984.
Coupled with average base
pay, total core compensation for Lincoln employees was $82,903. Over the past 10 years,
Lincoln’s profit-sharing payments averaged approximately 40 percent of annual salary.
1
(http://content.thuzelearning.com/books/Martocchio.7916.16.1/sections/ch04lev1sec11#ch04end1)
2
(http://content.thuzelearning.com/books/Martocchio.7916.16.1/sections/ch04lev1sec11#ch04end2)
3
(http://content.thuzelearning.com/books/Martocchio.7916.16.1/sections/ch04lev1sec11#ch04end3)
4
(http://content.thuzelearning.com/books/Martocchio.7916.16.1/sections/ch04lev1sec11#ch04end4)
4.1 Exploring Incentive Pay
4/15/20, 8:49 PM
Page 1 ...
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Itil & Process Concepts Awareness Tadawul 5 Of March 2007Abdulaziz AlFaify
1. The document provides an introduction to ITIL (Information Technology Infrastructure Library) framework and IT processes, focusing on key concepts such as processes, service management, and ITIL certifications.
2. It explains important ITIL processes like incident management, problem management, change management, and release management. The goal of these processes is to improve service quality and reduce costs.
3. Implementing ITIL involves understanding processes, aligning people and roles, and using technology to support efficient service delivery and management. ITIL adoption brings benefits like improved services, reduced costs, and better alignment of IT with business needs.
Driving Business Excellence through Innovative IT Service ManagementCognizant
IT service management is increasingly becoming a top priority for CIOs as it is the interface that drives business-IT alignment. To succeed, IT organizations need to innovate service intake management by enabling self-service, utilizing service catalogs, and adopting outcome-based delivery models. This involves left-shifting service activities, leveraging integrated technologies, and focusing on customer experience through a skilled workforce.
Service architecture is a framework for organizing IT services and clearly representing how those services are supported. It improves business understanding of IT services and allows business to make key IT decisions. The key components of a service architecture include service requirements, support models, support organization, governance, communications, tools, and service management processes. A service architecture can be delivered in six phases: assess, design, build, validate, deploy, and monitor. It provides a structured approach to transitioning to a new operating model and flexible support of changing business needs.
This document discusses strategies for expanding HR shared services. It outlines four key steps: 1) establishing a current state baseline, 2) identifying future state improvement opportunities, 3) developing a business case, and 4) creating a transition and training plan. Expansion can occur horizontally by adding new customers, business units, or geographic areas, or vertically by adding new HR services like recruiting, training, or vendor management. Benefits include reduced costs, improved control and data leverage, and enhanced service and scalability. Careful planning is needed to successfully execute a service expansion.
A review of Review of IT Service Management at NNIT Robinson Omamo
The document provides a review of IT service management (ITSM) implementation at NNIT. It examines NNIT's use of service portfolio management and ITIL processes. The review finds that NNIT has effectively applied service portfolio management for service design, development, financial management, and catalog development. It recommends that NNIT add a team manager to its governance model to better communicate policy changes to staff. The document also analyzes NNIT's key ITSM tools and processes, and suggests additional tools that could improve its service portfolio management.
IT Services have been an in-house function for most of organizations across the globe a decade ago. With rapid growth in new technologies and expansion of customer base, organizations were unable to adapt to changes relying solely on their in-house IT teams. This gave rise to external IT service providers and proliferation of multiple engagement models.
It outsourcing transformation_whitepaperPriya Kamath
This document discusses the transformation of IT outsourcing models from traditional in-house and staff augmentation models to managed service models. It describes the key benefits of managed services for both customers and service providers, including risk and cost sharing, predictable costs, improved quality, and innovation. The document provides a methodology for prioritizing which systems and services are best suited for a managed services model and transforming existing engagements. It outlines the key elements of a managed services framework, including service cataloging, SLAs, pricing models, and governance.
The document provides an overview of ITIL (IT Infrastructure Library), including its background, core concepts, and service lifecycle framework. ITIL is a best practice framework for IT service management that was published by the UK government. It describes five stages of the service lifecycle - service strategy, design, transition, operation, and continual service improvement. Each stage involves key processes to manage the planning, delivery, and improvement of IT services. The document also outlines some important ITIL roles and qualifications.
It Service Management Implementation OverviewAlan McSweeney
This document describes an IT service management framework and implementation. It discusses ITIL/ITSM and the service management processes including incident and service request management. It provides an overview of the incident and service request management process including its principles, relationships between processes, and detailed processes. The document emphasizes that implementing service management requires understanding why it's being done, what resources are needed, and should be done in phases.
The document discusses balanced scorecards and how they can be used as a management toolkit to measure performance from customer, internal process, and learning and growth perspectives in addition to traditional financial measures. It provides examples of how metrics can be cascaded down from strategic scorecards to operational unit scorecards. Cause and effect relationships between metrics are also discussed, as well as how balanced scorecards can be linked to other frameworks like COBIT and used to track performance against business objectives.
The document discusses the differences between a service catalog and a service portfolio in IT service management. A service catalog lists current IT services available to users, while a service portfolio provides a complete listing of all past, present, and future IT services, including proposed services in development and retired services. Both can be used together, with a service catalog as the minimum requirement and a service portfolio providing additional benefits like support for retired products and transparency into future services. Choosing between the two depends on an organization's needs and ability to maintain the information.
This document provides an overview of ITIL (Information Technology Infrastructure Library) foundations. ITIL is a framework for IT service management that focuses on delivering value to both IT providers and customers. The core concepts of ITIL including services, service management, roles, processes and service lifecycles are described. Key aspects of service strategy, service design, and components of a service design package are also summarized.
This document discusses ITIL (Information Technology Infrastructure Library) version 3 from 2011 and its implementation for Japanese enterprises. Some key points:
- ITIL V3 introduced a service lifecycle approach consisting of five phases: service strategy, service design, service transition, service operation, and continual service improvement.
- ITIL V3 emphasizes the integration with other frameworks like ISO/IEC 20000-1.
- The document then discusses concepts in ITIL V3 like the five lifecycle phases, service management, processes, functions, and specific processes like service portfolio management and service level management.
- It provides examples to illustrate how activities in service level management would work in practice.
I hope this introductory presentation to ITIL v3 Foundation exam will be very useful to the readers. The time one needs to spend on study depends upon one's experience with ITIL related practices in real world. Nonetheless, it is very simple study, but the exam questions may be trickier than expectation. So, focus on learning ITIL concepts rather than adding ITIL certificate to your resume.
References for the slides used from:
http://taruu.com/Documents/ITIL%20v3%20Foundation%20Study%20Guide%20v4.2.2.5.pdf
The Art of Service – ITIL v3 Foundation Complete Certification Kit (book and online course)
Skillport - IT Infrastructure Library (ITIL) v3 Foundation Syllabus v4.2 exam
The document provides an overview of ITIL (Information Technology Infrastructure Library) which is a framework of best practices for IT service management. It discusses key concepts in ITIL including the service lifecycle, roles, and objectives to improve quality and reduce costs. The service lifecycle includes service strategy, service design, service transition, service operation, and continual service improvement.
The document provides an overview of ITIL (Information Technology Infrastructure Library) v3. It discusses key concepts in ITIL like service management, service lifecycles, and certifications. The service lifecycle in ITIL v3 includes service strategy, service design, service transition, service operation, and continual service improvement.
The document provides an overview of key concepts from ITIL including the ITIL service lifecycle, utilities and warranties, capabilities and resources, objectives and metrics, service level agreements, the service portfolio, benchmarks, governance models, and financial management processes. It also includes sample questions related to ITIL frameworks, processes, roles, and qualifications.
ITIL Intermediate Service Transition Course PreviewInvensis Learning
ITIL Service Transition (ST) is one of five modules offered as part of the ITIL Intermediate Service Lifecycle stream. This module helps individuals and enterprises to focus on the process and practice elements and management techniques required to build, test, and implement products and services.
This ITIL ST courseware is prepared by international subject matter experts and offers guidance on
techniques for organizing and managing the transition, the certification also covers management of technology considerations and challenges and risks.
To know more about ITIL ST Certification trainings worldwide, please contact us at -
Email: support@invensislearning.com
Phone - US +1-910-726-3695
Website: https://www.invensislearning.com
ITIL (Information Technology Infrastructure Library) is a framework for IT service management that was developed in the 1980s in the UK. It provides best practices for IT service delivery, operations, and support to businesses. Adopting ITIL helps organizations improve efficiency, align IT with business needs, deliver predictable services through consistent processes, and continuously measure and improve services and processes. Many large companies worldwide use ITIL framework to manage their IT operations and services.
Similar to 1U C I S A I T I L I N T R O D U C I N G S E R V I C E O.docx (20)
4.1 EXPLORING INCENTIVE PAY4-1 Explore the incentive pay a.docxlorainedeserre
4.1 EXPLORING INCENTIVE PAY
4-1 Explore the incentive pay approach.
Incentive pay
(http://content.thuzelearning.com/books/Martocchio.7916.16.1/sections/bm01#bm01goss212) or
variable pay
(http://content.thuzelearning.com/books/Martocchio.7916.16.1/sections/bm01#bm01goss462)
rewards employees for partially or completely attaining a predetermined work objective.
Incentive or variable pay is defined as compensation, other than base wages or salaries that
fluctuate according to employees’ attainment of some standard, such as a preestablished
formula, individual or group goals, or company earnings.
Effective incentive pay systems are based on three assumptions:
Individual employees and work teams differ in how much they contribute to the
company, both in what they do as well as in how well they do it.
The company’s overall performance depends to a large degree on the performance of
individuals and groups within the company.
To attract, retain, and motivate high performers and to be fair to all employees, a
company needs to reward employees on the basis of their relative performance.
Much like seniority and merit pay approaches, incentive pay augments employees’ base pay,
but incentive pay appears as a one-time payment. Employees usually receive a combination
of recurring base pay and incentive pay, with base pay representing the greater portion of
core compensation. More employees are presently eligible for incentive pay than ever before,
as companies seek to control costs and motivate personnel continually to strive for exemplary
performance. Companies increasingly recognize the importance of applying incentive pay
programs to various kinds of employees as well, including production workers, technical
employees, and service workers.
Some companies use incentive pay extensively. Lincoln Electric Company, a manufacturer of
welding machines and motors, is renowned for its use of incentive pay plans. At Lincoln
Electric, production employees receive recurring base pay as well as incentive pay. The
company determines incentive pay awards according to five performance criteria: quality,
output, dependability, cooperation, and ideas. The company has awarded incentive payments
every year since 1934, through prosperous and poor economic times. In 2014, the average
profit sharing payment per employee was $33,984.
Coupled with average base
pay, total core compensation for Lincoln employees was $82,903. Over the past 10 years,
Lincoln’s profit-sharing payments averaged approximately 40 percent of annual salary.
1
(http://content.thuzelearning.com/books/Martocchio.7916.16.1/sections/ch04lev1sec11#ch04end1)
2
(http://content.thuzelearning.com/books/Martocchio.7916.16.1/sections/ch04lev1sec11#ch04end2)
3
(http://content.thuzelearning.com/books/Martocchio.7916.16.1/sections/ch04lev1sec11#ch04end3)
4
(http://content.thuzelearning.com/books/Martocchio.7916.16.1/sections/ch04lev1sec11#ch04end4)
4.1 Exploring Incentive Pay
4/15/20, 8:49 PM
Page 1 ...
38 u December 2017 January 2018The authorities beli.docxlorainedeserre
38 u December 2017 / January 2018
T
he authorities believe he slipped across the United States-Mexico
border sometime during the summer of 2016, likely deep in the
night. He carried no papers. The crossing happened in the rugged
backcountry of southeastern Arizona, where the main deterrent to
trespassers is the challenging nature of the terrain—not the metal
walls, checkpoints, and aerial surveillance that dominate much of the border.
But the border crosser was des-
ert-hardy and something of an expert
at camouflage. No one knows for cer-
tain how long he’d been in the United
States before a motion-activated cam-
era caught him walking a trail in the
Dos Cabezas Mountains on the night
of November 16. When a government
agency retrieved the photo in late Feb-
ruary, the image was plastered across
Arizona newspapers, causing an imme-
diate sensation.
The border crosser was a jaguar.
Jaguars once roamed throughout
the southwestern United States, but
are now quite rare. A core population
resides in the mountains of northern
Mexico, and occasionally an adventur-
ous jaguar will venture north of the bor-
der. When one of these elusive, graceful
cats makes an appearance stateside,
Mrill Ingram is The Progressive’s online media editor.
‘The Border Is
a Beautiful Place’
For Many, Both Sides of the
Arizona-Mexico Border Are Home
B
O
R
D
ER
A
R
TS
C
O
R
R
ID
O
R
By Mrill Ingram
Artists Ana Teresa Fernández in Agua Prieta, Mexico, and Jenea Sanchez in Douglas, Arizona, worked with dozens of community members to paint sections
of the border fence sky blue, “erasing” it as a symbolic act of resistance against increasing violence and oppression of human rights along the border.
https://apnews.com/79c83219af724016b8cfa2c505018ac4/agency-reports-rare-jaguar-sighting-mountains-arizona
The Progressive u 39
usually via a motion-triggered camera,
it may get celebrity status.
“We’ve had positive identifications
of seven cats, alive and well, in the last
twenty years in the United States,” says
Diana Hadley of the Mexico-based
Northern Jaguar Project, which works
with people in both countries to pro-
tect the big cat. One of those cats be-
came known as El Jefe, after he took
up residence in 2011 in the Santa Rita
Mountains south of Tucson, Arizona.
His presence was proof that the United
States still had enough wild habitat to
support a jaguar.
The new cat was especially excit-
ing because, based on size and shape,
observers initially thought it might
be female. “A lot of people in Arizona
would be very happy to have jaguars
from Mexico breeding in Arizona,” re-
marks Hadley.
In September 2017, the Arizo-
na-based Center for Biological Di-
versity released new video of the cat,
apparently a male, caught on a mo-
tion-triggered camera ambling through
the oak scrub forest in the Chiricahua
Mountains. He’s been named Sombra,
or Shadow, by schoolkids in Tucson.
Such things will no longer ...
3Prototypes of Ethical ProblemsObjectivesThe reader shou.docxlorainedeserre
This document outlines key concepts related to recognizing and analyzing ethical problems. It discusses how to distinguish ethical questions from clinical or legal ones, and introduces the common features of ethical problems - a moral agent, a course of action, and an outcome. It uses the story of a veteran, Bill, missing therapy appointments as an example, with his therapist Kate feeling uncertain about what to do.
4-5 Annotations and Writing Plan - Thu Jan 30 2111Claire Knaus.docxlorainedeserre
4-5 Annotations and Writing Plan - Thu Jan 30 21:11
Claire Knaus
Annotations:
Bekalu, M. A., McCloud, R. F., & Viswanath, K. (2019). Association of Social Media Use With Social Well-Being, Positive Mental Health, and Self-Rated Health: Disentangling Routine Use From Emotional Connection to Use. Health Education & Behavior, 46(2_suppl), 69S-80S. https://doi.org/10.1177/1090198119863768
It seems that this source is arguing the effect of social media on mental health. This source uses this evidence to support the argument: Provided studies focusing on why individuals use social media, types of social network platforms, and the value of social capital. A counterargument for this source is: Studies that focus more on statistical usage rather than emotion connection. Personally, I believe the source is doing a good job of supporting its arguments because it provides an abundance of study references and clearly portrays the information and intent. I think this source will be very helpful in supporting my argument because of the focus on emotional connection to social media and its effects on mental health.
Matsakis, L. (2019). How Pro-Eating Disorder Posts Evade Filters on Social Media. In Gale Opposing Viewpoints Online Collection. Farmington Hills, MI: Gale. (Reprinted from How Pro-Eating Disorder Posts Evade Filters on Social Media, Wired, 2018, June 13) Retrieved from https://link-gale-com.ezproxy.snhu.edu/apps/doc/UAZKKH366290962/OVIC?u=nhc_main&sid=OVIC&xid=2c90b7b5
It seems that this source is arguing that social media platforms are not doing enough to eliminate harmful pro-ED posts. This source uses this evidence to support the argument: Information about specific platforms and what they have done to moderate content, links for more information, and what constitutes as harmful content. A counterargument for this source is that it is too difficult for platforms to remove the content and to even find it. In addition, it is believed there may be harmful effects on vulnerable people posting this type of content. Personally, I believe the source is doing a good job of supporting its arguments because it provides opposing viewpoints as well as raising awareness of some of the dangers of social media posts. I think this source will be very helpful in supporting my argument because it provides information on specifically what is being done to moderate this type of content on social media, and what some of the difficulties in moderating are.
Investigators at University of Leeds Describe Findings in Eating Disorders (Pro-ana versus Pro-recovery: A Content Analytic Comparison of Social Media Users' Communication about Eating Disorders on Twitter and Tumblr). (2017, September 4). Mental Health Weekly Digest, 38. Retrieved from https://link-gale-com.ezproxy.snhu.edu/apps/doc/A502914419/OVIC?u=nhc_main&sid=OVIC&xid=5e60152f
It seems that this source is arguing that there are more positive, anti-anorexia posts on social media than harmful, pro-ED content. ...
3Moral Identity Codes of Ethics and Institutional Ethics .docxlorainedeserre
This document discusses codes of ethics and institutional ethics structures in healthcare organizations. It begins by outlining the key learning objectives which focus on understanding the importance of codes of ethics and how they reflect an organization's values. It then discusses the role of codes of ethics in shaping an organization's moral identity and standards of conduct. The document provides examples of codes from the American Medical Association and Trinity Health. It emphasizes that codes of ethics should apply to all healthcare workers and cover areas like cultural competence, privacy, and nondiscrimination. Institutional ethics committees and review boards also help address ethical issues.
3NIMH Opinion or FactThe National Institute of Mental Healt.docxlorainedeserre
3
NIMH: Opinion or Fact
The National Institute of Mental Health (NIMH) was formed in 1946 and is one of 27 institutes that form the National Institute of Health (NIH) (NIMH, 2019). The mission of the NIMH is “To transform the understanding and treatment of mental illnesses through basic and clinical research, paving the way for prevention, recovery, and cure.” (NIMH, 2019). There are many different mental illnesses discussed on the NIMH website to include Attention-Deficit/Hyperactivity Disorder (ADHD). The NIMH website about ADHD is effective at providing the public general information and meets the criteria of authority, objectivity, and currency.
The NIMH website about ADHD provides an overview of ADHD, discusses signs and symptoms, and risk factors. The NIMH continues with information about treatment and therapies. Information provided by the NIMH is intended for both children and adults. The NIMH concludes on the page with studies the public can join and more resources for the public such as booklets, brochures, research and clinical trials.
As described by Jim Kapoun authority can be identified by who or what institution/organization published the document and if the information in the document is cited correctly (Cornell, 2020). The information on the website is published by the NIMH which is the lead research institute related to mental health for the last 70 plus years (NIMH, 2019). On the page related to ADHD the NIMH references the program of Children and Adults with Attention-Deficit/Hyperactivity Disorder (CHADD) and provides a hyperlink to access the resources available with the agency (NIMH,2019). This link can be found under the support groups section in the treatment and therapies. On the website to the right of the area describing inattention the NIMH has a section on research. In this block there is a link to “PubMed: Journal Articles about Attention Deficit Hyperactivity Disorder (ADHD)” which will take you to a search of the National Center for Biotechnology Information (NCBI) published by PubMed on ADHD (NIMH, 2019). Throughout the entire page the NIMH provides sources and hyperlinks to the sources as citations. Based on the reputation of the NIMH and the citations to the source material the website meets the criteria of authority.
According to Kapoun objectivity can be identified looking for areas where the author expresses his or her opinion (Cornell, 2020). Information provided on the NIMH page about ADHD does not express the opinion of the author. The author produces only factual information based on research. The NIMH makes it a point not to mention the names of medications when discussing treatments and only explains the medications fall in two categories stimulants and non-stimulants (NIMH, 2019). In this same area the NIMH provides hyperlinks to the NIMH Mental Health Medication and FDA website for information about medication. The extent at which the NIMH goes to not provide an opinion on the website meet ...
4.1
Updated April-09
Lecture Notes
Chapter 4
Enterprise Excellence
Implementation
ENTERPRISE EXCELLENCE
4.2
Updated April-09
Learning Objectives
• Management & Operations Plans
• Enterprise Excellence Projects
• Enterprise Excellence Project decision Process
• Planning the Enterprise Excellence Project
• Tollgate Reviews
• Project Notebook
4.3
Updated April-09
MANAGEMENT AND OPERATIONS PLANS
• The scope and complexity of the
implementation projects will vary from the
executive level, to the management level, to
the operational level
• Each plan, as it is developed and deployed,
will include projects to be accomplished
• Conflicts typically will occur amongst
requirements of quality, cost, and schedule
when executing a project
4.4
Updated April-09
ENTERPRISE EXCELLENCE PROJECTS
• An Enterprise Excellence project will be one of three
types:
1. Technology invention or innovation
2. New product, service, or process development
3. Product, service, or process improvement
• Enterprise Excellence uses the scientific method
• The scientific method is a process of organizing
empirical facts and their interrelationships in a
manner that allows a hypothesis to be developed and
tested
4.5
Updated April-09
ENTERPRISE EXCELLENCE PROJECTS
• The scientific method consists of the
following steps:
1. Observe and describe the situation
2. Formulate a hypothesis
3. Use the hypothesis to predict results
4. Perform controlled tests to confirm the hypothesis
4.6
Updated April-09
ENTERPRISE EXCELLENCE PROJECTS
• Figure 4.1 shows the project decision process
4.7
Updated April-09
ENTERPRISE EXCELLENCE PROJECT
DECISION PROCESS
• Inventing/Innovating Technology:
Technology development is accomplished using
system engineering
This system approach enables critical functional
parameters and responses to be quickly transferred
into now products, services, and processes
The process is a four-phase process (I2DOV):
Invention & Innovation – Develop – Optimize – Verify
4.8
Updated April-09
ENTERPRISE EXCELLENCE PROJECT
DECISION PROCESS
• Development of Products, Services, and
Processes
The Enterprise Excellence approach for developing
products, services, and processes is the Design for
Lean Six Sigma strategy.
This strategy helps to incorporate customer
requirements and expectations into the product
and/or service.
Concept – Design – Optimize - Verify (CDOV) is a
specific sequential design & development process
used to execute the design strategy.
4.9
Updated April-09
ENTERPRISE EXCELLENCE PROJECT
DECISION PROCESS
• Improving Products, Services, and Processes:
Improving products, services and processes usually
involves the effectiveness and efficiency of operations.
A product or service is said to be effective when it meets
all of its customer requirements.
Effectiveness can be simply expressed as "doing the
right things the first time ...
3Type your name hereType your three-letter and -number cours.docxlorainedeserre
3
Type your name here
Type your three-letter and -number course code here
The date goes here
Type instructor’s name here
Your Title Goes Here
This is an electronic template for papers written in GCU style. The purpose of the template is to help you follow the basic writing expectations for beginning your coursework at GCU. Margins are set at 1 inch for top, bottom, left, and right. The first line of each paragraph is indented a half inch (0.5"). The line spacing is double throughout the paper, even on the reference page. One space after punctuation is used at the end of a sentence. The font style used in this template is Times New Roman. The font size is 12 point. When you are ready to write, and after having read these instructions completely, you can delete these directions and start typing. The formatting should stay the same. If you have any questions, please consult with your instructor.
Citations are used to reference material from another source. When paraphrasing material from another source (such as a book, journal, website), include the author’s last name and the publication year in parentheses.When directly quoting material word-for-word from another source, use quotation marks and include the page number after the author’s last name and year.
Using citations to give credit to others whose ideas or words you have used is an essential requirement to avoid issues of plagiarism. Just as you would never steal someone else’s car, you should not steal his or her words either. To avoid potential problems, always be sure to cite your sources. Cite by referring to the author’s last name, the year of publication in parentheses at the end of the sentence, such as (George & Mallery, 2016), and page numbers if you are using word-for-word materials. For example, “The developments of the World War II years firmly established the probability sample survey as a tool for describing population characteristics, beliefs, and attitudes” (Heeringa, West, & Berglund, 2017, p. 3).
The reference list should appear at the end of a paper (see the next page). It provides the information necessary for a reader to locate and retrieve any source you cite in the body of the paper. Each source you cite in the paper must appear in your reference list; likewise, each entry in the reference list must be cited in your text. A sample reference page is included below; this page includes examples (George & Mallery, 2016; Heeringa et al., 2017; Smith et al., 2018; “USA swimming,” 2018; Yu, Johnson, Deutsch, & Varga, 2018) of how to format different reference types (e.g., books, journal articles, and a website). For additional examples, see the GCU Style Guide.
References
George, D., & Mallery, P. (2016). IBM SPSS statistics 23 step by step: A simple guide and reference. New York, NY: Routledge.
Heeringa, S. G., West, B. T., & Berglund, P. A. (2017). Applied survey data analysis (2nd ed.). New York, NY: Chapman & Hall/CRC Press.
Smith, P. D., Martin, B., Chewning, B., ...
3Welcome to Writing at Work! After you have completed.docxlorainedeserre
3
Welcome to Writing at Work! After you have completed the reading for the week, write an email to introduce yourself to your peers. The name of your thread should be what you would include in the subject of the email.
As you compose your email, keep in mind the following:
· You are addressing a group you will work with in a professional capacity for at least 15 weeks. Let us know something about you, but don't share anything you wouldn't want repeated.
· You should include what you perceive to be your relative strengths with regard to writing at work. What types of tasks would you feel most comfortable taking on?
· You should also include what aspects of writing at work make you feel least comfortable. What types of tasks would you not be as suited for?
· What do you hope to learn in the next several months?
Next, in an attachment, choose one of the following two prompts and write a letter, taking into account the purpose, audience, and appropriate style for the task.
1. Your organization has been contracted to complete a project for an important client, and you were charged with managing the project. It has unfortunately become clear that your team will not meet the deadline. Your supervisor has told you to contact the client in writing to alert them to the situation and wants to be cc'd on the message. Write a letter, which you will send via email, addressing the above.
2. After a year-long working relationship, your organization will no longer be making use of a freelancer's services due to no fault of their own. Write a letter alerting them to this fact.
Name:
HRT 4760 Assignment 01
Timeliness
First, you will choose one particular organization where you will conduct each of your 15 different observational assignments. Stick with this same organization throughout your coursework. (Do not switch around assignment locations at different organizations or locations.) The reason for continuing your observational assignments at the same organization is to give you a deeper understanding of this particular organization across the 15 different assignments. As you read on, you will get a more complete understanding as to how these 15 assignments come together.
Tip: Many students choose the organization where they are currently working. This works particularly well. If you are working there, you have much opportunity to gain access to the areas that will give you a more complete understanding of the quality of entire service package (the 15 different elements) that the organization offers to its customers.
This is one of a package of 15 different assignments that comprise the Elements of Service, which you will study this term. For this assignment, you will observe elements of service in almost any particular service establishment. A few examples of service establishments would include, but not be limited to these: Hotel, resort, private club, restaurant, airline, cruise line, grocery store, doctor’s office, coffee house, and scores of oth ...
3JWI 531 Finance II Assignment 1TemplateHOW TO USE THIS TEMP.docxlorainedeserre
3
JWI 531 Finance II Assignment 1Template
HOW TO USE THIS TEMPLATE:
This is a template and checklist corresponding to your Assignment 1 paper: Enterprise Risk Management and Moat Strength. See below for an explanation of the color-coding in this template:
· All green text includes instructions to support your writing. You should delete all green text before submitting your final paper.
· All blue text indicates areas where you need to replace text with your own information. Replace the blue text with your own words in black.
· Headings and subheadings are written in black, bold type. Keep these in your paper.
TIPS:
· Write in the third person, using “he” or “she” or “they”, or using specific names. Do not use the second person “you”.
· The body of this paper has one-inch margins and uses a professional font (size 10-12); we recommend Arial or Times New Roman fonts.
· The Assignment template is already formatted with all needed specifications like margins, appropriate font, and double spacing.
· Before submitting your paper, use Grammarly to check for punctuation and usage errors and make the required corrections. Then read aloud to edit for tone and flow.
· You should also run your paper through SafeAssign to ensure that it meets the required standards for originality.
FINALIZING YOUR PAPER
Your submission should be a maximum of 4 pages in length. The page count doesnotinclude the Cover Page at the beginning and the References page at the end. The final paper that you submit for grading should be in black text only with all remaining green text and blue text removed. Assignment 1: Enterprise Risk Analysis and Moat Strength
Author’s Name
Jack Welch Management Institute
Professor’s Name
JWI 531
Date
Introduction
An Introduction should be succinct and to the point. Start your Introduction with a general and brief observation about the paper’s topic. Write a thesis statement, which is the “road map” for your paper - it helps your reader to navigate your work. In your thesis statement, be specific about the major areas you plan to address in your paper.
The headings below should guide your introduction, since they identify the topics to be addressed in your paper. The introduction is not a graded part of your rubric but it helps your reader to understand what your assignment will be about. We recommend that you write this part of your Introduction after you complete the other sections of your paper. It only needs to be one paragraph in length.
Analysis and Recommendations
You must answer each of the following questions in your paper. Keep your responses focused on the topic. Straying off into additional areas, even if they are interesting, will not earn additional marks, and may actually detract from the clarity of your responses.
I. Where is each company in its corporate lifecycle (startup, growth, maturity or decline)? Explain.
Before writing your response to this question, make sure you understand what characterizes ea ...
3Big Data Analyst QuestionnaireWithin this document are fo.docxlorainedeserre
3
Big Data Analyst Questionnaire
Within this document are four different questions. Each question is structured in the following manner:
1) Premise
- Contains any needed background information
2) Request
- The actual question, what you are to solve
3) Notes
- A space if you feel like including notes of any kind for the given question
Please place your answer for each question in a separate file, following this naming convention:
Name_Qn.docx, where n = the question number (i.e., 1, 2 ...). So the file for the first question should be named ‘Name_Q1.docx’.
When complete, please package everything together and send email responses to the designated POCs.
Page | 1
Premise:
You have a table named “TRADES” with the following six columns:
Column Name
Data Type
Description
Date
DATE
The calendar date on which the trade took place.
Firm
VARCHAR(255)
A symbol representing the Broker/Dealer who conducted the trade.
Symbol
VARCHAR(10)
The security traded.
Side
VARCHAR(1)
Denotes whether the trade was a buy (purchase) or a sell (sale) of a security.
Quantity
BIGINT
The number of shares involved in the trade.
Price
DECIMAL(18,8)
The dollar price per share traded.
You write a query looking for all trades in the month of August 2019. The query returns the following:
DATE
FIRM
SYMBOL
SIDE
QUANTITY
PRICE
8/5/2019
ABC
123
B
200
41
8/5/2019
CDE
456
B
601
60
8/5/2019
ABC
789
S
600
70
8/5/2019
CDE
789
S
600
70
8/5/2019
FGH
456
B
200
62
8/6/2019
3CDE
456
X
300
61
8/8/2019
ABC
123
B
300
40
8/9/2019
ABC
123
S
300
30
8/9/2019
FGH
789
B
2100
71
8/10/2019
CDE
456
S
1100
63
Questions:
1) Conduct an analysis of the data set returned by your query. Write a paragraph describing your analysis. Please also note any questions or assumptions made about this data.
2) Your business user asks you to show them a table output that includes an additional column categorizing the TRADES data into volume based Tiers, with a column named ‘Tier’. Quantities between 0-250 will be considered ‘Small’, quantities greater than ‘Small’ but less than or equal to 500 will be considered ‘Medium’, quantities greater than ‘Medium’ but less than or equal to 500 will be considered ‘Large’, and quantities greater than ‘Tier 3’ will be considered ‘Very Large’ .
a. Please write the SQL query you would use to add the column to the table output.
b. Please show the exact results you expect based on your SQL query.
3) Your business user asks you to show them a table output summarizing the TRADES data (Buy and Sell) on week-by-week basis.
a. Please write the SQL query you would use to query this table.
b. Please show the exact results you expect based on your SQL query.
Notes:
1
Premise:
You need to describe in writing how to accomplish a task. Your audience has never completed this task before.
Question:
In a few paragraphs, please describe how to complete a task of your choice. You may choose a task of your own liking or one of the sample tasks below:
1) How to make a p ...
3HR StrategiesKey concepts and termsHigh commitment .docxlorainedeserre
3
HR Strategies
Key concepts and terms
High commitment management •
High performance management •
HR strategy •
High involvement management •
Horizontal fi t •
Vertical fi t •
On completing this chapter you should be able to defi ne these key concepts.
You should also understand:
Learning outcomes
T • he purpose of HR strategy
Specifi c HR strategy areas •
How HR strategy is formulated •
How the vertical integration of •
business and HR strategies is
achieved
How HR strategies can be set out •
General HR strategy areas •
The criteria for a successful HR •
strategy
The fundamental questions on •
the development of HR strategy
How horizontal fi t (bundling) is •
achieved
How HR strategies can be •
implemented
47
48 Human Resource Management
Introduction
As described in Chapter 2, strategic HRM is a mindset that leads to strategic actions and reac-
tions, either in the form of overall or specifi c HR strategies or strategic behaviour on the part
of HR professionals. This chapter focuses on HR strategies and answers the following ques-
tions: What are HR strategies? What are the main types of overall HR strategies? What are the
main areas in which specifi c HR strategies are developed? What are the criteria for an effective
HR strategy? How should HR strategies be developed? How should HR strategies be
implemented?
What are HR strategies?
HR strategies set out what the organization intends to do about its human resource manage-
ment policies and practices and how they should be integrated with the business strategy and
each other. They are described by Dyer and Reeves (1995) as ‘internally consistent bundles of
human resource practices’. Richardson and Thompson (1999) suggest that:
A strategy, whether it is an HR strategy or any other kind of management strategy must
have two key elements: there must be strategic objectives (ie things the strategy is sup-
posed to achieve), and there must be a plan of action (ie the means by which it is pro-
posed that the objectives will be met).
The purpose of HR strategies is to articulate what an organization intends to do about its
human resource management policies and practices now and in the longer term, bearing in
mind the dictum of Fombrun et al (1984) that business and managers should perform well in
the present to succeed in the future. HR strategies aim to meet both business and human needs
in the organization.
HR strategies may set out intentions and provide a sense of purpose and direction, but they are
not just long-term plans. As Gratton (2000) commented: ‘There is no great strategy, only great
execution.’
Because all organizations are different, all HR strategies are different. There is no such thing as
a standard strategy and research into HR strategy conducted by Armstrong and Long (1994)
and Armstrong and Baron (2002) revealed many variations. Some strategies are simply very
general declarations of intent. Others go into much more detail. ...
3Implementing ChangeConstruction workers on scaffolding..docxlorainedeserre
3
Implementing Change
Construction workers on scaffolding.
hxdbzxy/iStock/Thinkstock
Learning Objectives
After reading this chapter, you should be able to do the following:
Summarize the nine steps in Ackerman and Anderson’s road map for change.
Analyze Cummings and Worley’s five dimensions of leading and managing change.
Describe how to align an organization with its new vision and future state.
Explain how roles/relationships and interventions are used to implement change.
Examine ways to interact with and influence stakeholders.
Change is the law of life and those who look only to the past or present are certain to miss the future.
—John F. Kennedy
Alan Mulally was selected to lead Ford in 2006 after he was bypassed as CEO at Boeing, where he had worked and was expected to become CEO. Insiders and top-level managers at Ford, some of whom had expected to become CEO, were initially suspicious and then outraged when Mulally was hired. They questioned what someone from the airplane industry would know about the car business (Kiley, 2009).
Chair William (Bill) Clay Ford, Jr.—who selected Mulally as CEO—told Ford’s officers that the company needed a fresh perspective and a shake-up, especially since it had lost $14.8 billion in 2008—the most in its 105-year history—and had burned through $21.2 billion, or 61%, of its cash (Kiley, 2009). Because Ford knew that the company’s upper echelon culture was closed, bureaucratic, and rejected outsiders and new ways of thinking, he was not surprised by his officers’ reactions. However, Ford’s managers had no idea that the company was fighting for its life. To succeed, Mulally would need Chair Ford’s full endorsement and support, and he got it.
The company’s biggest cultural challenge was to break down the silos that various executives had built. As we will discuss more in Chapter 4, silos are specific processes or departments in an organization that work independently of each other without strong communication between or among them. A lack of communication can often stifle productivity and innovation, and this was exactly what was happening at Ford.
Mulally devised a turnaround strategy and developed it into the Way Forward Plan. The plan centralized and modernized plants to handle several models at once, to be sold in several markets. The plan was designed to break up the fiefdoms of isolated cultures, in which leaders independently developed and decided where to sell cars. Mulally’s plan also kept managers in positions for longer periods of time to deepen their expertise and improve consistency of operations. The manager who ran the Mazda Motor affiliate commented, “I’m going into my fourth year in the same job. I’ve never had such consistency of purpose before” (as cited in Kiley, 2009, “Meetings About Meetings,” para. 2).
Mulally’s leadership style involved evaluating and analyzing a situation using data and facts and then earning individuals’ support with his determinatio ...
3Assignment Three Purpose of the study and Research Questions.docxlorainedeserre
3
Assignment Three: Purpose of the study and Research Questions
RES 9300
Recently, Autism has become a serious health concern to parents. According to Center for Disease Control and Prevention (2018), about one in fifty nine United States children has been identified with autism spectrum disorder with one in six children developing developmental disability ranging from mild disabilities such as speech and language impairments to serious developmental disabilities, such as intellectual disabilities, cerebral palsy, and autism (CDC,2018). World Health Organization (2019) estimates that 1 in 160 children globally has autism making it one of the most prevalent diseases. Despite the disease prevalence, most population has little knowledge about the disease. Many health practitioners have proposed early care as a means to control the disease effects.
Purpose Statement
The purpose of this study is to determine whether early intervention services can help improve the development of children suffering from autism. This study also aims to explore the general public awareness and perception about autism disorder.
Research Questions
(1) How should service delivery for autistic patients be improved to promote their health? (2) What impact does early intervention services have on development of children suffering from autism? (3) How can public knowledge on autism improve support and care for autistic patients? (4) What effect will early intervention have on patient’s social skills?
References
Center for Disease Control and Prevention. (2018). Autism Spectrum Disorder (ASD). Data & Statistics. Retrieved From https://www.cdc.gov/ncbddd/autism/data.html
World Health Organization. (2019). Autism Spectrum Disorders. Fact Sheet. Retrieved From https://www.who.int/news-room/fact-sheets/detail/autism-spectrum-disorders
3
Assignment Two: Theoretical Perspective and Literature Review
RES 9300
Literature Map
Parenting an Autism Child
(Dependent Variable)
9
Mothers/Father Role
Education
Religious Beliefs
Gender/Age
Financial Resources
Maternal Relationship
Region
Public Awareness
Support
Ethnicity
Independent Variables
Secondary Source I Will Be Using In My Literature Review
Mother/Father Roles
Glynn, K. A. (2015). Predictors of parenting practices in parents of children with autism spectrum disorder.
Religious Beliefs
Huang, C. Y., Yen, H. C., Tseng, M. H., Tung, L. C., Chen, Y. D., & Chen, K. L. (2014). Impacts of autistic behaviors, emotional and behavioral problems on parenting stress in caregivers of children with autism. Journal of Autism and Developmental Disorders, 44(6), 1383-1390.
Education
Brezis, R. S., Weisner, T. S., Daley, T. C., Singhal, N., Barua, M., & Chollera, S. P. (2015). Parenting a child with autism in India: Narratives before and after a parent–child intervention program. Culture, Medicine, and Psychiatry, 39(2), 277-298.
Financial Resources
Zaidm ...
380067.docxby Jamie FeryllFILET IME SUBMIT T ED 22- .docxlorainedeserre
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Interpretations of Iron Age Architecture Brochs in Society/Social Identity
Archaeology is a historical field which has advanced over the years based on more discoveries still being experienced by the archaeologists who seek them. According to Kelly and Thomas (2010; p.5), the concession that life existed in more ancient times than stipulated by biblical scholars and human culture allowed the archaeologists to dig deeper into genealogical data. Iron Age architecture and social/society identity relate to one another. For instance, the population, based on their identity and perception will construct buildings that directly reflect their beliefs. This essay will discuss these archaeological concepts of Iron Age architecture and society/social identity. Need a paragraph on brochs and how many and where they are across Scotland with patcialur focus on the atlantc region, this is not relevant for masters essay. Must define broch from its architecture and how long it would take to build and note famous ones and note the ones that will be referred to in this essay – this could be Perhaps incorpated into the next paragraph.
Iron Age architecture has over the years been dominated by differing archaeological concepts and debates. It was defined by settlements and settlement structures such as duns, brochs, wheelhouses, hillforts, stone-built round houses and timber. The social and societal identity which is identified through material remains indicates aspects of differentiation, regional patterns and segregation. According to Kelly and Thomas (2010; p.28), people who existed in Iron Age Scotland were isolated. This is demonstrated by the presence of a burial followed by an assembled chariot at Newbridge. Northern and western Scotland have been the source of the well-structured developments that have provided cultural, architectural and social data over time. Maes Howe, which is the largest Orkney burial cairn, located between Stromne ...
39Chapter 7Theories of TeachingIntroductionTheories of l.docxlorainedeserre
This document summarizes theories of teaching from several influential learning theorists. It discusses how theorists like Thorndike, Guthrie, Skinner, Hull, Tolman, and Gagné viewed the role of the teacher based on their behavioral and cognitive learning theories derived from animal and child studies. They generally saw teaching as managing external conditions to ensure specified behavioral changes in learners. The document then contrasts this with theories of teaching from adult learning theorists like Rogers, who rejected the notion that teaching is controlling learning and saw the teacher's role differently.
38 Monthly Labor Review • June 2012TelecommutingThe.docxlorainedeserre
38 Monthly Labor Review • June 2012
Telecommuting
The hard truth about telecommuting
Telecommuting has not permeated the American workplace, and
where it has become commonly used, it is not helpful in reducing
work-family conflicts; telecommuting appears, instead, to have
become instrumental in the general expansion of work hours,
facilitating workers’ needs for additional worktime beyond the
standard workweek and/or the ability of employers to increase or
intensify work demands among their salaried employees
Mary C. Noonan
and
Jennifer L. Glass
Mary C. Noonan is an Associate
Professor at the Department of
Sociology, The University of Iowa;
Jennifer L. Glass is the Barbara
Bush Regents Professor of Liberal
Arts at the Department of Sociol-
ogy and Population Research
Center, University of Texas at
Austin. Email: [email protected]
uiowa.edu or [email protected]
austin.utexas.edu.
Telecommuting, defined here as work tasks regularly performed at home, has achieved enough
traction in the American workplace to
merit intensive scrutiny, with 24 percent
of employed Americans reporting in recent
surveys that they work at least some hours
at home each week.1 The definitions of
telecommuting are quite diverse. In this ar-
ticle, we define telecommuters as employ-
ees who work regularly, but not exclusively,
at home. In our definition, at-home work
activities do not need to be technologically
mediated nor do telecommuters need a
formal arrangement with their employer to
work at home.
Telecommuting is popular with policy
makers and activists, with proponents
pointing out the multiple ways in which
telecommuting can cut commuting time
and costs,2 reduce energy consumption
and traffic congestion, and contribute to
worklife balance for those with caregiving
responsibilities.3 Changes in the structure
of jobs that enable mothers to more effec-
tively compete in the workplace, such as
telecommuting, may be needed to finally
eliminate the gender gap in earnings and
direct more earned income to children,
both important public policy goals.4
Evidence also reveals that an increasing num-
ber of jobs in the American economy could be
performed at home if employers were willing
to allow employees to do so.5 Often, employees
can perform jobs at home without supervision
in the “high-tech” sector, in the financial sector,
and many in the communication sector that are
technology dependent. The obstacles or barriers
to telecommuting seem to be more organiza-
tional, stemming from the managers’ reluctance
to give up direct supervisory control of workers
and from their fears of shirking among workers
who telecommute.6
Where the impact of telecommuting has
been empirically evaluated, it seems to boost
productivity, decrease absenteeism, and increase
retention.7 But can telecommuting live up to its
promise as an effective work-family policy that
helps employees meet their nonwork responsi-
bilities? To do so, tel ...
How to Make a Field Mandatory in Odoo 17Celine George
In Odoo, making a field required can be done through both Python code and XML views. When you set the required attribute to True in Python code, it makes the field required across all views where it's used. Conversely, when you set the required attribute in XML views, it makes the field required only in the context of that particular view.
Communicating effectively and consistently with students can help them feel at ease during their learning experience and provide the instructor with a communication trail to track the course's progress. This workshop will take you through constructing an engaging course container to facilitate effective communication.
This document provides an overview of wound healing, its functions, stages, mechanisms, factors affecting it, and complications.
A wound is a break in the integrity of the skin or tissues, which may be associated with disruption of the structure and function.
Healing is the body’s response to injury in an attempt to restore normal structure and functions.
Healing can occur in two ways: Regeneration and Repair
There are 4 phases of wound healing: hemostasis, inflammation, proliferation, and remodeling. This document also describes the mechanism of wound healing. Factors that affect healing include infection, uncontrolled diabetes, poor nutrition, age, anemia, the presence of foreign bodies, etc.
Complications of wound healing like infection, hyperpigmentation of scar, contractures, and keloid formation.
Chapter wise All Notes of First year Basic Civil Engineering.pptxDenish Jangid
Chapter wise All Notes of First year Basic Civil Engineering
Syllabus
Chapter-1
Introduction to objective, scope and outcome the subject
Chapter 2
Introduction: Scope and Specialization of Civil Engineering, Role of civil Engineer in Society, Impact of infrastructural development on economy of country.
Chapter 3
Surveying: Object Principles & Types of Surveying; Site Plans, Plans & Maps; Scales & Unit of different Measurements.
Linear Measurements: Instruments used. Linear Measurement by Tape, Ranging out Survey Lines and overcoming Obstructions; Measurements on sloping ground; Tape corrections, conventional symbols. Angular Measurements: Instruments used; Introduction to Compass Surveying, Bearings and Longitude & Latitude of a Line, Introduction to total station.
Levelling: Instrument used Object of levelling, Methods of levelling in brief, and Contour maps.
Chapter 4
Buildings: Selection of site for Buildings, Layout of Building Plan, Types of buildings, Plinth area, carpet area, floor space index, Introduction to building byelaws, concept of sun light & ventilation. Components of Buildings & their functions, Basic concept of R.C.C., Introduction to types of foundation
Chapter 5
Transportation: Introduction to Transportation Engineering; Traffic and Road Safety: Types and Characteristics of Various Modes of Transportation; Various Road Traffic Signs, Causes of Accidents and Road Safety Measures.
Chapter 6
Environmental Engineering: Environmental Pollution, Environmental Acts and Regulations, Functional Concepts of Ecology, Basics of Species, Biodiversity, Ecosystem, Hydrological Cycle; Chemical Cycles: Carbon, Nitrogen & Phosphorus; Energy Flow in Ecosystems.
Water Pollution: Water Quality standards, Introduction to Treatment & Disposal of Waste Water. Reuse and Saving of Water, Rain Water Harvesting. Solid Waste Management: Classification of Solid Waste, Collection, Transportation and Disposal of Solid. Recycling of Solid Waste: Energy Recovery, Sanitary Landfill, On-Site Sanitation. Air & Noise Pollution: Primary and Secondary air pollutants, Harmful effects of Air Pollution, Control of Air Pollution. . Noise Pollution Harmful Effects of noise pollution, control of noise pollution, Global warming & Climate Change, Ozone depletion, Greenhouse effect
Text Books:
1. Palancharmy, Basic Civil Engineering, McGraw Hill publishers.
2. Satheesh Gopi, Basic Civil Engineering, Pearson Publishers.
3. Ketki Rangwala Dalal, Essentials of Civil Engineering, Charotar Publishing House.
4. BCP, Surveying volume 1
Walmart Business+ and Spark Good for Nonprofits.pdfTechSoup
"Learn about all the ways Walmart supports nonprofit organizations.
You will hear from Liz Willett, the Head of Nonprofits, and hear about what Walmart is doing to help nonprofits, including Walmart Business and Spark Good. Walmart Business+ is a new offer for nonprofits that offers discounts and also streamlines nonprofits order and expense tracking, saving time and money.
The webinar may also give some examples on how nonprofits can best leverage Walmart Business+.
The event will cover the following::
Walmart Business + (https://business.walmart.com/plus) is a new shopping experience for nonprofits, schools, and local business customers that connects an exclusive online shopping experience to stores. Benefits include free delivery and shipping, a 'Spend Analytics” feature, special discounts, deals and tax-exempt shopping.
Special TechSoup offer for a free 180 days membership, and up to $150 in discounts on eligible orders.
Spark Good (walmart.com/sparkgood) is a charitable platform that enables nonprofits to receive donations directly from customers and associates.
Answers about how you can do more with Walmart!"
How to Setup Warehouse & Location in Odoo 17 InventoryCeline George
In this slide, we'll explore how to set up warehouses and locations in Odoo 17 Inventory. This will help us manage our stock effectively, track inventory levels, and streamline warehouse operations.
BÀI TẬP BỔ TRỢ TIẾNG ANH 8 CẢ NĂM - GLOBAL SUCCESS - NĂM HỌC 2023-2024 (CÓ FI...
1U C I S A I T I L I N T R O D U C I N G S E R V I C E O.docx
1. 1U C I S A I T I L : I N T R O D U C I N G S E R V I C E O
P E R A T I O N
ITIL – Introducing service operation
This document is designed to answer many of the questions
about IT service management and the ITIL framework,
specifically the service operation lifecycle phase. It is a
beginner’s guide.
ITIL benefits within service operation
� Scalability – ITIL can be adapted for any size of
organisation.
� Reduction in costs – ITIL has proven its value in reducing
the overall cost of managing services.
� Improved quality – ITIL helps improve the quality of IT
services through sound management practices.
� Alignment to standards – ITIL is well aligned to the ISO/IEC
20000 Standard for Service Management.
� Return on Investment (ROI) – ITIL helps IT organisations
demonstrate their return on investment and
measurable value to the business. This helps establish a
business case for new or continuing investment in IT.
� Seamless sourcing partnerships – outsourcing, often with
multiple service providers, is increasingly common
today and ITIL is widely practised among industry service
providers so offers a common practice base for
improved service chain management.
2. Considering cultural change
A small part of the implementation of service operation will be
about process design. Most of the challenge lies
in cultural change and personal motivation of staff to use the
end to end processes as the better way to do deliver
service.
Any change leads to feelings of vulnerability and loss of
control. These feelings generally manifest themselves through
feelings of resistance. The most important thing in this stage of
the ITIL implementation is to keep the focus on the
reason why your organisation needs ITIL service management in
the first place.
Some implementation pointers for implementing service
operation
DO:
� Perform a feasibility study first
� Use what is already good in the organisation
� Take it slowly and concentrate on small steps and quick wins
� Appoint a strong project manager with end to end focus to
drive the implementation programme
� Keep in mind organisation change management issues
� Keep communicating WHY your organization needs this
� Measure your successes continuously
� Enjoy the milestones and share them with the IT group
3. DON’T:
� Try to mature all the processes at the same time
� Start with a tool
� Start without management commitment and/or budget
� ITILISE your organisation – it’s a philosophy, not an
executable application
� Forget to adopt and adapt
� Rush; take your time to do it well
� Go on without a reason
� Ignore the positive activities already in place
2U C I S A I T I L : I N T R O D U C I N G S E R V I C E O
P E R A T I O N
The objectives of service operation
The main objective of service operation is to coordinate and
carry out the activities and processes required to deliver
and manage services at agreed levels to business users and
customers.
Service operation is also responsible for ongoing management
of the technology that is used to deliver and support
services.
Well designed and well implemented processes will be of little
value if day to day operation of those processes is not
4. properly conducted, controlled and managed; nor will service
improvements be possible if day to day activities to
monitor performance, assess metrics and gather data are not
systematically conducted during service operation.
Other objectives include:
� Responsive stable services
� Robust end to end operational practices
� Business as usual – day to day
� Execution of processes and services
� Responsive and operational validation
� Realising value
� Achieving service excellence
Value to the organisation of service operation
The operation of service is where these plans, designs and
optimisations are executed and measured. From a customer
viewpoint, service operation is where actual value is seen.
The scope of service operation
Services
All activities associated with operational services regardless of
whether they are executed by the service provider, a
third party supplier or by users and customers.
Service management processes
Operational aspects of all processes whatever part of the
5. lifecycle they originate from (e.g. operational aspects of
capacity and availability management).
Technology
Management of the technology delivering the services.
People
The people managing the services, processes and technology.
3U C I S A I T I L : I N T R O D U C I N G S E R V I C E O
P E R A T I O N
Achieving balance in service operation
Conflict arises because constant, agreed levels of service need
to be delivered in a continually evolving technical and
organisational environment. Getting the balance wrong can
mean services are too expensive, unable to meet business
requirements, or unable to respond in good time.
Potential areas of conflict are:
� Internal IT vs. external business views
� Stability vs. responsiveness
� Quality of service vs. cost of service
� Reactive vs. proactive
4U C I S A I T I L : I N T R O D U C I N G S E R V I C E O
6. P E R A T I O N
Service operation processes
There are five:
� Request fulfilment
� Incident management
� Problem management
� Access management
� Event management
Request fulfilment
Why have request fulfilment?
Request fulfilment is the process for dealing with service
requests via the Service Desk, using a process similar but
separate to that of incident management. Request fulfilment
records/tables are linked, where necessary, to the
incident or problem record(s) that initiated the need for the
request.
For a service request, it is normal for some prerequisites to be
defined and met (e.g. needs to be proven, repeatable,
pre-approved and documented as a procedure).
These are viewed as standard changes – procurement, HR and
other business units may assist/be involved.
The objectives of request fulfilment
Request fulfilment is the process of dealing with service
requests from the users.
7. The objectives of the request fulfilment process are:
� To provide a channel for users to request and receive
standard services for which a predefined approval
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)
� To assist with general information, complaints or comments
The scope of request fulfilment
The process needed to fulfil a request will vary depending upon
exactly what is being requested but can usually be
broken down into a set of activities that have to be performed.
Requests can be handled through the incident management
processes (and tools) – with service requests being
handled as a particular type of incident (using a high level
categorisation system to identify service requests).
However, there is a significant difference – an incident is an
unplanned event whereas a service request is usually
something that can and should be planned.
Where large numbers of service requests have to be handled,
and where the actions to be taken to fulfil those
requests are specialised, it may be appropriate to handle service
requests as a completely separate work stream and to
record and manage them as a separate record type.
The value to the organisation of request fulfilment
The value of request fulfilment is to provide quick and effective
8. access to standard services, which business staff can
use to improve their productivity or the quality of organisation
services and products.
Request fulfilment effectively reduces the bureaucracy involved
in requesting and receiving access to existing or new
services, thereby reducing the cost of providing these services.
5U C I S A I T I L : I N T R O D U C I N G S E R V I C E O
P E R A T I O N
The activities of request fulfilment
Menu selection – request fulfilment offers great opportunities
for self help practices, where users can generate
a service request using technology links into service
management tools. Ideally, users should be offered a menu
selection via a web interface, so that they can select and input
details of service requests from a predefined list.
Financial approval – one important step that is likely to be
needed when dealing with a service request is that of
financial approval. Most requests will have some form of
financial implication, regardless of the type of commercial
arrangements in place. The cost of 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 organisation’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. If approval is given, in addition to
fulfilling the request, the process must also include charging
for the work done – if charging is in place.
Other approval – in some cases further approval may be needed
9. – such as compliance related, or wider business
approval. Request fulfilment must have the ability to define and
check such approvals where needed.
Fulfilment – the actual fulfilment activity will depend upon the
nature of the service request. Some simpler requests
may be completed by the Service Desk, acting as the first line
of support, while others have to be forwarded to
specialist groups and/or suppliers for fulfilment. The Service
Desk will monitor and chase progress and keep users
informed throughout, regardless of the actual fulfilment source.
Closure – when the service request has been fulfilled it must be
referred back to the Service Desk for closure – the
Service Desk will check that the user is satisfied with the
outcome.
Incident management
Why have incident management?
Incident management is highly visible to the organisation, and it
is therefore easier to demonstrate its value than
in most areas of service operation. For this reason, incident
management is often one of the first processes to be
implemented in service management projects. The added benefit
of doing this is that incident management can
be used to highlight other areas that need attention, thereby
providing a justification for implementing other ITIL
processes.
The objectives of incident management
To restore normal service operation as quickly as possible and
minimise the adverse impact of the Incident on business
operations, thus ensuring that the best possible levels of service
quality and availability are maintained.
10. Normal service operation is defined here as service operation
within Service Level Agreement limits.
The scope of incident management
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 event management
to incident management tools.
Incidents can also be reported and/or logged by technical staff
(if, for example, they notice something untoward
with a hardware or network component they may report or log
an incident and refer it to the Service Desk). This does
not mean, however, that all events are Incidents. Many classes
of event are not related to disruptions at all, but are
indicators of normal operation or are simply informational (see
event management).
6U C I S A I T I L : I N T R O D U C I N G S E R V I C E O
P E R A T I O N
The value to the organisation of incident management
� The ability to detect and resolve Incidents which results in
lower downtime for the organisation, which in turn
means higher availability of the service.
� The ability to align IT activity to real time business
priorities. This is because incident management includes the
capability to identify business priorities and dynamically
allocate resources as necessary.
� The ability to identify potential improvements to services.
11. This happens as a result of understanding what
constitutes an incident and also from being in contact with the
activities of business operational staff.
� The Service Desk can, during its handling of incidents,
identify additional service or training requirements found
in IT or the business.
The activities of incident management
Incident identification and logging (Service Desk
responsibility)
� Record basic details of the incident
� Alert specialist support group(s) as necessary
Categorisation, prioritisation and initial diagnosis
� Categorise incidents
� Assign impact and urgency, and thereby define priority
� Match against known errors and problems
� Inform problem management of the existence of new
problems and of unmatched or multiple incidents
� Assess related configuration details (daily verification)
� Provide initial support (assess Incident details, find quick
resolution)
� Close the incident or route it to a specialist support group,
and inform the user(s)
Investigation and diagnosis
� Assess the incident details
12. � Collect and analyse all related information, and resolve,
(including any work around) or route to online support
� Escalate (functionally or hierarchically) where necessary
Resolution and recovery
� Resolve the incident using the solution/work around or,
alternatively, raise a request for change (RFC) (including
a check for resolution)
� Take recovery actions
7U C I S A I T I L : I N T R O D U C I N G S E R V I C E O
P E R A T I O N
Incident closure (Service Desk responsibility)
� When the Incident has been resolved, the Service Desk
should ensure that:
z Details of the action taken to resolve the incident are concise
and readable
z Classification is complete and accurate according to root
cause
z Resolution/action is agreed with the customer – verbally or,
preferably, by email or in writing
� All details applicable to the incident are recorded, such that:
z The customer/user is satisfied
13. z Cost centre project codes are allocated
z The time spent on the incident is recorded
z The person, date and time of closure are recorded
Note – service requests and major incidents have their own
process
The incident management process diagram
8U C I S A I T I L : I N T R O D U C I N G S E R V I C E O
P E R A T I O N
The terminology of incident management
Incident – unplanned interruption to or reduction in quality of
IT service
Functional escalation – escalation across IT to subject matter
experts
Hierarchical escalation – involves more senior levels of
management – usually for decision making
Work around – a temporary fix for the incident
A major incident – an Incident which has high impact on the
organisation and for which a separate process exists
Problem management
Why have problem management?
Failure to halt the recurrence of incidents or understand the root
cause of major incidents leads to lost time, loss of
14. productivity and frustrated users.
Effective problem management halts the recurrence of incidents
and has benefits to the individual and the
organisation as a whole as it improves availability (up time) and
user productivity.
The objectives of problem management
The objective of problem management is to minimise the
adverse impact of incidents and problems on the business
that are caused by errors within the IT infrastructure, and to
prevent recurrence of incidents related to these errors.
The scope of problem management
Problem management includes the activities required to
diagnose the root cause of incidents and to determine
the resolution to the problems. It is also responsible for
ensuring that the resolution is implemented through the
appropriate control procedures (change management).
Problem management will also maintain information about
problems and the appropriate work arounds and
resolutions, so that the organisation is able to reduce the
number and impact of Incidents over time. In this respect
problem management has a strong interface with knowledge
management, and tools such as the Known Error
Database will be used for both. The Known Error Database is a
hugely effective tool at the Service Desk and is used in
early resolution of incidents.
Although incident and problem management are separate
processes, they are closely related and will typically use
the same tools, and may use similar categorisation, impact and
priority coding systems. This will ensure effective
communication when dealing with related incidents and
problems.
15. The value to the organisation of problem management
Problem management works together with incident management
and change management to ensure that IT service
availability and quality 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 down time and less disruption to business
critical systems.
Additional value from problem management is derived from the
following:
� Higher availability of IT services
� Higher productivity of business and IT staff
� Reduced expenditure on work arounds or fixes that do not
work
� Reduction in cost of effort in fire fighting or resolving
repeat incidents
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The activities of problem management
Problem Management consists of two major processes:
� Reactive problem management – generally executed as part
of service operation
16. � Proactive problem management – initiated in service
operation, but generally driven as part of continual service
improvement
The reactive activities are:
Problem detection and problem logging
� Use incident guidelines for problem identification
� Other processes (e.g. availability, security) could log
problems prior to incident occurring
Problem categorisation and prioritisation
� Categorise the problem by IT functional area
� Assess urgency and impact to assign priority
Problem investigation and diagnosis
� Assign to IT functional area for further investigation
Workarounds and raising a known error record
� In cases where a work around is found, it is important that
the problem record remains open, and details of the
work around are documented within the problem record
� As soon as the diagnosis is complete, and particularly where
a work around has been found (even though it may
not be a permanent resolution), a known error record must be
raised and placed in the Known Error Database,
so that, if further incidents or problems arise, they can be
identified and the service restored more quickly
17. Problem resolution
� Problem record closed when known error located and work
around identified
Problem closure
� Problem record closed when known error located and work
around identified
The proactive activities are:
Major problem review and errors detected in the development
environment
After every major problem, and while memories are still fresh, a
review should be conducted to learn any lessons for
the future. Specifically the review should examine:
� Those things that were done correctly
� Those things that were done wrongly
� What could be done better in the future
� How to prevent recurrence
� Whether there has been any third party responsibility and
whether follow up actions are needed
Such reviews can be used as part of training and awareness
activities for staff – any lessons learned should be
documented in appropriate procedures, working instructions,
diagnostic scripts or known error records.
Tracking and monitoring
The Service Desk Manager owns/is accountable for ALL
18. incidents. Tracking and monitoring takes place throughout all
of the other activities.
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Trend analysis
� Review reports from other processes (e.g. incident
management, availability management, change
management)
� Identify recurring problems or training opportunities.
Targeting preventative action
� Perform a cost benefit analysis of all costs associated with
prevention.
� Target specific areas taking up most attention.
The terminology of problem management
Problem – unknown, underlying cause of incident(s)
Known error – known, underlying cause of incident(s) and a
work around identified
Work around – temporary resolution
Proactive problem management – removal of current/potential
errors before they cause problems
Access management
Why have access management?
19. Access management is the process of granting authorised users
the right to use a service, while preventing access
to non-authorised users. It is, therefore, the execution of
policies and actions defined in information security and
availability management.
The objectives of access management
� Protecting Confidentiality, Integrity and Availability (CIA),
sometimes know as Rights Management or Identity
Management (removing access when people change roles or jobs
and regularly auditing access permissions to
ensure they are correct)
� Security incidents and problems related to access
management will be discreetly recorded
The scope of access management
Access management is effectively the execution of both
availability and information security management, in that
it enables the organisation to manage the confidentiality,
availability and integrity of the organisation’s data and
intellectual property.
Access management ensures that users are given the right to use
a service, but it does not ensure that this access is
available at all agreed times – this is provided by availability
management.
Access management can be initiated by a service request
through the Service Desk.
The value to the organisation of access management
Access management provides the following value:
� Controlled access to services ensures that the organisation is
20. able to maintain more effectively the
confidentiality of its information
� Employees have the right level of access to execute their
jobs effectively
� There is less likelihood of errors being made in data entry or
in the use of a critical service by an unskilled user
(e.g. production control systems)
� The ability to audit use of services and to trace the abuse of
services
� The ability more easily to revoke access rights when needed
– an important security consideration
� May be needed for regulatory compliance
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The activities of access management
Requesting access – access can be requested using one or any
number of mechanisms, for example:
� A standard request
� A request for change
� A service request (submitted via the request fulfilment
system)
� Executing a pre-authorised script or option
21. � Rules for requesting access are normally documented as part
of the service catalogue
Verification – access management needs to verify every request
for access to an IT service from two perspectives:
� That the user requesting access is who they say they are
� That they have a legitimate requirement for that service
Providing rights – access management does not decide who has
access to which IT services. access management
executes the policies and regulations defined during service
strategy and service design. Access management
enforces decisions to restrict or provide access, rather than
making the decision. As soon as a user is 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. Ideally, these tasks
should be automated.
Monitoring identity status – as users work in the organisation,
their roles change as do their needs to access services,
e.g. job changes, promotions/demotions, resignation or death.
Access management should understand and document
the typical user lifecycle 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.
Logging and tracking access – access management should not
only respond to requests. It is also responsible
for ensuring that the rights that have been provided are being
properly used. Information security management
22. plays a vital role in detecting unauthorized access and
comparing it with the rights that were provided by access
management. 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.
Removing or restricting rights – 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. Access management will execute the
decisions and policies made during service strategy and design
and also decisions made by managers within the
organisation. Removing access is usually done in the following
circumstances:
� Death
� Resignation
� Dismissal
� User has changed roles etc.
The terminology of access management
Access – refers to the level and the extent of a service’s
functionality or data to which a user is entitled.
Identity – refers to the information about the user that
distinguishes them as an individual and which verifies their
status within the organisation. By definition, the identity of a
user is unique to that user.
23. Rights – (also called privileges) refer to the actual settings
whereby a user is provided access to a service or group of
services. Typical rights, or level of access, include read, write,
execute, change and delete.
Service or service groups – 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, access to the whole set of services
that they are entitled to use at the same time.
Directory services – refers to a specific type of tool that is used
to manage access and rights.
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Event management
Why have event management?
An event can be defined as any detectable or discernable
occurrence that has significance for the management of
the IT infrastructure or the delivery of IT service, and
evaluation of the impact a deviation might cause to the service.
Events are typically notifications created by an IT service,
configuration item or monitoring tool. Effective service
operation is dependent on knowing the status of the
infrastructure and detecting any deviation from normal or
expected operation. This is provided by good monitoring and
control systems, which are based on two types of tools:
� Active monitoring tools that poll key configuration items to
determine their status and availability. Any
24. expectations will generate an alert that needs to be
communicated to the appropriate tool or team for action
� Passive monitoring tools that detect and correlate operational
alerts or communications generated by
configuration items
The objectives of event management
To provide the entry point for the execution of many service
operation processes and activities. In addition, it provides
a way of comparing actual performance and behaviour against
design standards and Service Level Agreements.
Other objectives:
� Provides the ability to detect, interpret and initiate
appropriate action for events
� Is the basis for operational monitoring and control and the
entry point for many service operation activities
� Provides operational information as well as warnings and
exceptions to aid automation
� Supports continual service improvement activities of service
assurance and reporting
“A change of state that has significance for the management of
a configuration
item or IT service”
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25. The scope of event management
Event management can be applied to any aspect of service
management that needs to be controlled and which can be
automated. These include:
� Configuration Items:
z Some configuration items will be included because they need
to stay in a constant state
z Some configuration items will be included because their
status needs to change frequently and event
management can be used to automate this and update the
configuration management system
� Environmental conditions (e.g. fire and smoke detection)
� Software licence monitoring for usage to ensure
optimum/legal licence utilisation and allocation
� Security (e.g. intrusion detection)
� Normal activity (e.g. tracking the use of an application or
the performance of a server)
The value to the organisation of event management
Event management’s value to the organisation is generally
indirect; however, it is possible to determine the basis for
its value as follows:
� Event management provides mechanisms for early detection
of incidents. In many cases, it is possible for the
incident to be detected and assigned to the appropriate group for
action before any actual service outage
occurs.
26. � Event management makes it possible for some types of
automated activity to be monitored by exception – thus
removing the need for expensive and resource – intensive, real
time monitoring, while reducing down time.
� When integrated into other service management processes
(such as, for example, availability or capacity
management), event management can signal status changes or
exceptions that allow the appropriate person or
team to respond promptly, thus improving the performance of
the process. This, in turn, will allow the business
to benefit from more effective and more efficient service
management overall.
� Event management provides a basis for automated
operations, thus increasing efficiencies and allowing
expensive human resources to be used for more innovative
work, such as designing new or improved
functionality or defining new ways in which the business can
exploit technology for increased competitive
advantage.
The activities of event management
Event occurs – events occur continuously, but not all of them
are detected or registered. It is therefore important that
everybody involved in designing, developing, managing and
supporting IT services and the IT infrastructure that they
run on understands what types of event need to be detected.
Event notification – most configuration items are designed to
communicate certain information about themselves in
one of two ways:
� A device is interrogated by a management tool, which
collects certain targeted data. This is often referred to as
polling.
27. � The configuration item generates a notification when certain
conditions are met. The ability to produce these
notifications has to be designed and built into the configuration
item, for example, a programming hook
inserted into an application.
Event detection – 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.
Event filtering – the purpose of filtering is to decide whether to
communicate the event to a management tool or to
ignore it. If ignored, the event will usually be recorded in a log
file on the device, but no further action will be taken.
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Significance of events – every organisation will have its own
categorisation of the significance of an event, but it is
suggested that at least these three broad categories be
represented:
� Informational: this refers to an event that does not require
any action and does not represent an exception.
They are typically stored in the system or service log files and
kept for a predetermined period
� Warning: a warning is an event that is generated when a
service or device is approaching a threshold warnings
are intended to notify the appropriate person, process or tool so
28. that the situation can be checked and
appropriate action taken to avoid an exception
� Exception: an exception means that a service or device is
currently operating abnormally. Typically this means
that an Operating Level Agreement or Service Level Agreement
has been breached and the business has been
impacted. Exceptions could represent a total failure, impaired
functionality or degraded performance.
Event correlation – if an event 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.
Trigger – if the correlation activity recognises an event, a
response will be required. The mechanism used to initiate
that response is also called a trigger. There are many different
types of triggers, each designed specifically for the task
it has to initiate. Some examples:
� Incident triggers that generate a record in the incident
management system
� Change triggers that generate an request for change
� A trigger resulting from an approved request for change that
has been implemented but caused the event, or
from an authorised change that has been detected
� Scripts that execute specific actions
� Paging systems that will notify a person or team of an event
� Database triggers that restrict access of a user to specific
records or fields, or that create or delete entries in the
29. database
Response selection – at this point of the process, there are a
number of response options available:
� Event logged – there will be a record of the event and any
subsequent actions.
� Auto response – some events are understood well enough
that the appropriate response has already been
defined and automated. This is normally a result of good design
or previous experience (within problem
management). The trigger will initiate the action and then
evaluate whether it was completed successfully.
If not, an incident or problem record will be created. Examples
of auto responses include: rebooting a device,
restarting a service, locking a device or application to protect it
against unauthorised access.
� Alert and human intervention – if the event requires human
intervention, it will need to be escalated. The
purpose of the alert is to ensure that the person with the skills
appropriate to deal with the event is notified.
The alert will contain all the information necessary for the
person to determine the appropriate action.
� Incident, problem or change? Some events will represent a
situation where the appropriate response will need
to be handled through the incident, problem or change
management process.
� Open a request for change.
� Open an incident record – as with a request for change an
incident can be created as soon as an exception is
detected, or when the correlation engine determines that a
30. specific type or combination of events represents an
incident.
� Open or link to a problem record – it is rare for a problem
record to be opened without related incidents. In
most cases this step refers to linking an incident to an existing
problem record. This will assist the problem
management teams to reassess the severity and impact of the
problem, and may result in a changed priority to
an outstanding problem.
� Special types of incident – in some cases an event will
indicate an exception that does not directly impact any IT
service, e.g. unauthorized entry to a data centre. In this case the
incident will be logged using an incident model
that is appropriate for this type of exception, e.g. a security
incident. The incident should be escalated to the
group that manages that type of incident. As there is no outage,
the incident model used should reflect that this
was an operational issue rather than a service issue. These
incidents should not be used to calculate downtime,
and can in fact be used to demonstrate how proactive IT has
been in making services available.
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Review actions – as thousands of events are generated on a
daily basis, it is not possible to review every one. However,
it is important to check that any significant events or exceptions
have been handled appropriately, or to track trends or
counts of event types, etc. In many cases this can be done
automatically.
31. Close event – Some events will remain open until a certain
action takes place, for example, an event that is linked to
an open incident. However, most events are not opened or
closed. Informational events are simply logged and then
used as input to other processes, such as backup and storage
management. Auto response events will typically be
closed by the generation of a second event. For example, a
device generates an event and is rebooted through auto
response – as soon as that device is successfully back online, it
generates an event that effectively closes the loop and
clears the first event.
The event management process
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The terminology of event management
Event – a change of state that has significance for the
management of a configuration item or IT service.
Trigger – an indication that some action or response to an event
may be needed.
Alert – a warning that a threshold has been reached or
something has been changed. (An event has occurred).
Service operation functions
� Service Desk (see separate documents)
� Technical management
� Applications management
32. � IT operations management
HR Apps
Business
Apps
Financial
Management
Technical
Management
Mainframe
Server
Network
Storage
Databases
Directory
Desktop
Middleware
Internet/Web
Service Desk IT Operations
Control
33. Console Mgt
Job
Scheduling
Backup &
restore
Application
Management
Facilities
Management
Data Centers
Recovery
Sites
Consolidatio
n
IT Operations
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The technical management function
Why have a technical management function?
As the custodian of technical knowledge and expertise related to
managing the IT infrastructure, the technical
management function provides detailed technical skills and
34. resources needed to support the ongoing operation of
the IT infrastructure. Technical management also plays an
important role in providing the actual resources to support
the IT service management lifecycle, and ensures resources are
effectively trained and deployed to design, build,
transition, operate and improve the technology to deliver and
support IT services.
The objectives of the technical management function?
Help plan, implement and maintain a stable technical
infrastructure to support the organisation’s business processes
through:
� Well designed and highly resilient, cost effective topology
� The use of adequate technical skills to maintain the technical
infrastructure in optimum condition
� Swift use of technical skills to speedily diagnose and resolve
any technical failures that occur
Technical
Management
Mainframe
Server
Network
Storage
Databases
Directory Services
Desktop
Middleware
37. IT Operations Management
IT Operations
Control
Console Mgmt
Job Scheduling
Backup & Restore
Print & Output
Technical management groups:
� Act as guardians of technical knowledge and expertise
relating to the Infrastructure
� Hold knowledge of designing, testing, building, managing
and improving IT services
� Provide resources to assist in IT service management
lifecycle
� Ensure these resources are trained and deployed to design,
build, transition operate and improve the technology
to support IT
� Design a resilient, cost effective infrastructure configuration
� Maintain the infrastructure
� Provide support during technical failures
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38. The activities of the technical management function
In all but the smallest organisations, where a single, combined
team may suffice, separate teams will be needed for
each type of infrastructure being used. In many organisations
the technical management teams are also responsible
for the daily operation of a subset of the IT infrastructure.
Technical management will provide guidance to IT operations
about how best to carry out the ongoing operational
management of technology. This will partly be provided during
the service design process, but there will also be
everyday communication with IT operations, as they seek to
achieve stability and optimum performance.
The technical management function will be made up of
specialist technical architects and designers (primarily
involved during the service design phase) and specialist
maintenance and support staff (primarily involved in the
service operation phase).
Technical teams are usually aligned to the technology they
manage and can include operational activities.
Examples:
� Mainframe management
� Server management
� Internet/web management
� Network management
� Database administration
39. � Desktop support
� Middleware
� Storage
The application management function
Why have the application management function?
Application management is responsible for managing
applications throughout their lifecycle.
By supporting and maintaining operational applications,
applications management plays an important role in the
design, testing and improvement of applications that form part
of IT services.
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Applications management supports the business processes by:
� Identifying functional and manageability requirements
� Assisting in design and deployment
� Providing ongoing support and improvement
Objectives are achieved by:
� Good design of resilient and cost effective applications
� Functionality to meet the business requirements
40. � Technical skills being available to ensure applications
perform optimally and any incidents are resolved in good
time
The objectives of the application management function
Application management ensures that resources are effectively
trained and deployed to design, build, and transition,
operate and improve the technology required to deliver and
support IT services.
By performing this role, application management is able to
ensure that the organisation has access to the right type
and level of human resources to manage applications, and
therefore meets business objectives. This starts in service
strategy and is expanded in service design, tested in service
transition and refined in continual service improvement.
Application management:
� Is responsible for applications throughout their lifecycle
� Ensures appropriate roles – Applications Managers/Team
Leaders, Applications Analysts/Architects
� Ensures availability of functionality
� Maintains operational applications
� Provides support during application failures
The activities of the application management function
While most application management teams are dedicated to
specific applications or sets of applications, there are a
number of activities which they have in common, for example:
� Identifying the knowledge and expertise required to manage
41. and operate applications in the delivery of IT
services
� Initiating training programs to develop and refine the skills
in the appropriate application management
resources and maintaining records for these resources
� Recruiting or contracting resources with skills that cannot be
developed internally, or where there are
insufficient numbers of staff to perform the required activities
� Designing and delivering end user training
� Researching and developing solutions that can help expand
the service portfolio
� Ensuring all system documentation is up to date and
complete and that relevant staff are familiar with the
contents etc.
The IT operations management function
Why have the IT operations management function
IT operations is the function responsible for the daily
operational activities needed to manage the IT infrastructure.
This is done according to the performance standards defined
during service design.
In some organisations this is a single, centralised team, while in
others some activities and staff are centralised and
some are provided by distributed and specialized departments.
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42. The objectives of IT operations management
� Responsible for the day to day running of the IT
infrastructure
� As per performance standards created in service design
� Maintaining the status quo to achieve infrastructure stability
� Identifying opportunities to improve operational
performance and save costs
� Initial diagnosis and resolution of operational incidents
The activities of the IT operations management function
IT operations management has two unique functions, which are
usually organised in the following structure:
IT operations control: generally staffed by shifts of operators,
ensures that routine operational tasks are carried out.
Also provides centralised monitoring and control activities,
usually using an Operations Bridge or Network Operations
Centre, e.g. console management, job scheduling, backup and
restore etc.
Facilities management: management of the physical IT
environment, usually data centres or computer rooms. In
some organisations, many physical components have been
outsourced and facilities management may include the
management of the outsourcing contracts, e.g. data centres,
recovery sites, contracts etc.