Learn the basics of ITIL ( IT Infrastructure Library ) ,How, where and why they are relevant to your Collaboration Environment and how to use them to your advantage to help manage, optimise and report on your collaboration infrastructure, whether its hosted and managed on site , hosted environemnt or even if you have gone to the cloud.
Yes there will be buzz words ( capacity management , availability Service delivery .. ) but here they shall mean something !!
The how, why and what of ITIL® certificationsLora Beros
The ITIL® path is long and challenging, but you have to start somewhere. In this on-demand presentation, TrainSignal instructor Lowell Amos discusses the benefits of obtaining an ITIL® certification. Where do you start? Why should you bother? How can this certification transform your career? Let Lowell guide you through the first ladder of the ITIL® climb to success.
The how, why and what of ITIL® certificationsLora Beros
The ITIL® path is long and challenging, but you have to start somewhere. In this on-demand presentation, TrainSignal instructor Lowell Amos discusses the benefits of obtaining an ITIL® certification. Where do you start? Why should you bother? How can this certification transform your career? Let Lowell guide you through the first ladder of the ITIL® climb to success.
Introduction to itil v3/ITSM Processes and FunctionsPrasad Deshpande
IT service Management ITIL v3 Processes and Functions ranging from ITIL Life cycle, Incident, Problem and Change Management, Service Desk, Application Management
ITIL Foundation Training - A guide to beginners Celtem Learning
The IT Infrastructure Library (ITIL) is a set of concepts and techniques for managing information technology (IT) infrastructure, development, and operations.Get ITIL Certification Today! Celtem Learning.
ITIL Practical Guide - Service OperationAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=251
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.
What Every Project Manager Should Know About ItilDaniel Cayouette
This presentation will provide a high-level view of ITIL and will identify where the ITIL Service Lifecycle Framework and the PMBOK Guide complement each other.
Understanding of ITIL will help the IT project manager over the lifecycle of their projects, from defining a better project charter focused on IT services to a smoother transition to operations and an increased satisfaction of all stakeholders.
The role of an IT PMO as the Voice of IT and its role with Service Level Management will also be discussed as a key enabler to align IT to the business.
This presentation is about -
History of ITIL,
ITIL Qualification scheme,
Introduction to ITIL,
For more details visit -
http://vibranttechnologies.co.in/itil-classes-in-mumbai.html
Information Technology Infrastructure LibraryCOEPD HR
COEPD - Center of Excellence for Professional Development is a primarily a Business Analyst Training Institute in the IT industry of India head quartered at Hyderabad. COEPD is expert in Business Analyst Training in Hyderabad, Chennai, Pune , Mumbai & Vizag. We offer Business Analyst Training with affordable prices that fit your needs.
COEPD conducts 4-day workshops throughout the year for all participants in various locations i.e. Hyderabad, Pune. The workshops are also conducted on Saturdays and Sundays for the convenience of working professionals.
For More Details Please Contact us:
Visit at http://www.coepd.com or http://www.facebook.com/BusinessAnalystTraining
Center of Excellence for Professional Development
3rd Floor, Sahithi Arcade, S R Nagar,
Hyderabad 500 038, India.
Ph# +91 9000155700,
helpdesk@coepd.com
Introduction to itil v3/ITSM Processes and FunctionsPrasad Deshpande
IT service Management ITIL v3 Processes and Functions ranging from ITIL Life cycle, Incident, Problem and Change Management, Service Desk, Application Management
ITIL Foundation Training - A guide to beginners Celtem Learning
The IT Infrastructure Library (ITIL) is a set of concepts and techniques for managing information technology (IT) infrastructure, development, and operations.Get ITIL Certification Today! Celtem Learning.
ITIL Practical Guide - Service OperationAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=251
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.
What Every Project Manager Should Know About ItilDaniel Cayouette
This presentation will provide a high-level view of ITIL and will identify where the ITIL Service Lifecycle Framework and the PMBOK Guide complement each other.
Understanding of ITIL will help the IT project manager over the lifecycle of their projects, from defining a better project charter focused on IT services to a smoother transition to operations and an increased satisfaction of all stakeholders.
The role of an IT PMO as the Voice of IT and its role with Service Level Management will also be discussed as a key enabler to align IT to the business.
This presentation is about -
History of ITIL,
ITIL Qualification scheme,
Introduction to ITIL,
For more details visit -
http://vibranttechnologies.co.in/itil-classes-in-mumbai.html
Information Technology Infrastructure LibraryCOEPD HR
COEPD - Center of Excellence for Professional Development is a primarily a Business Analyst Training Institute in the IT industry of India head quartered at Hyderabad. COEPD is expert in Business Analyst Training in Hyderabad, Chennai, Pune , Mumbai & Vizag. We offer Business Analyst Training with affordable prices that fit your needs.
COEPD conducts 4-day workshops throughout the year for all participants in various locations i.e. Hyderabad, Pune. The workshops are also conducted on Saturdays and Sundays for the convenience of working professionals.
For More Details Please Contact us:
Visit at http://www.coepd.com or http://www.facebook.com/BusinessAnalystTraining
Center of Excellence for Professional Development
3rd Floor, Sahithi Arcade, S R Nagar,
Hyderabad 500 038, India.
Ph# +91 9000155700,
helpdesk@coepd.com
An Integrated Approach to ITIL Aligned Capacity ManagementCorrelsense
A brief overview of ITIL Capacity Management. The need for both component data and transaction data to do effective Capacity Management. Monitor your business transactions. Component data, business data and a framework for Capacity Management reporting, analysis, and planning. An integrated solution for Capacity Management
NGG Automotive presentation at the E.N.G. Automotive Parts Management summit in Berlin presented by Eran Vinder, was about the new approach for availability management promoting an effective Inventory Management and Warehouse Operations in a changing business environment and the importance of the parts manger in the process to achieve parts excellence
How MongoDB has empowered the business to rapidly respond to market conditions.
By Michael Frost, Web Solution Architect at Flight Centre Ltd. Presented at MongoDB Sydney, 2012.
We all know that feeling when we’re running out of our favorite product and don’t want to go through the hassle of running to the store or waiting days until it ships. Marketers can easily combat this pain by sending replenishment reminders; a helpful way to assure that a product is refilled before the consumer runs out.
Clients using Windsor Circle’s Replenishment Automator have seen an average Revenue Per Email (RPE) of $1.03, which is 10x the industry average, as well as a 7% lift in total revenue, and 10% lift in conversions.
In this webinar learn how you can use customer data to automate these reminders to get customers back to buy again and again.
Strongly Typed Languages and Flexible SchemasNorberto Leite
We like to use strongly type languages and used them along side with flexible schema databases. What challenges and strategies do we have to deal with data coherence and format validations using different strategies and tools like ODMs versioning, migrations et al. We also review the tradeoffs of such strategies.
Any Data, Any Analytics, Simplified. Pentaho Business Analytics 5.0, purpose-built for the future of analytics, provides an open, unified platform to access, integrate and blend any data, in any environment, across a full spectrum of analytics. This presentation corresponds to a live demo of the Pentaho Business Analytics with special enpahsis on what is new on Pentaho 5.0.
Ricardo Pires - BI Division Manager & Pentaho Official Trainer, @Xpand IT
Xpand IT presentation during the Pentaho & Big Data Ecosystem - Live Seminar 2013
3 Leadership Frameworks are presented (Leadership Styles; Authentic Leadership; and Cynefin) with applications on to 4 different leaders bearing in mind coaching within the 3 domains of leadership (the challenge leaders need to tackle; the context leaders operate in; and what the leaders bring into the equation).
Youtube presentation: http://www.youtube.com/watch?v=r-NI5jyzX7U
This was my assignment in my Leadership and Organisational Coaching module.
Service Reporting and how it applies to your Collaborative Environment.
Service Delivery is a an often used phrase currently, but what is a service ? How do you report on quality of service delivery ? Eileen shall take you through the definition of Service Delivery as it relates to your collaboration tools ( Domino , Sametime, Quickr , BES , Traveller ,) whether hosted on site , via a service provider , via a hosting service provider or the cloud.
Using ITIL Terms and Definitions we shall break down service delivery and how it relates to your Collaborative System , from Administrators to Management to Customers. From Technical KPI's ( Key Performance Indicators ) to Customer SLA's ( Service Level Agreements ). Expect lots of Buzz words such as Capacity Management , Availability Management, Demand Management .. but have them accompanied with practical examples that clarifies them.
Short overview from design to proper cost allocation of IT services / products. / Kurzer Ueberblick in die Erstellung eines IT Service Katalogs bis zur verursachergerechten Fakturierung.
Time and Labor Best Practices: Work Smarter!Emtec Inc.
Work smarter, not harder! Start building the foundation for Time and Labor utilizing application best practices. In this presentation, we will discuss how to best assess your workforce and apply industry standards in order to best leverage the system. We will discuss what’s best for your organization: high level or granular reporting and allocation of time, rule and compliance pertaining to processing time, integration points, and leveraging time collection devices in order to allow you to prepare for a successful and productive implementation.
Clearly Defining what is a (SOA) Business Service? (as of 2010)Akiva Marks
This presentation is from 2010. Although SOA was an 8 year old technology at the time, many enterprise IT organizations were still struggling with the basic question of “what is a (web) service?” While the question sounds basic, initially services were focused on ‘whatever application functions could be exposed’ – a programmer oriented paradigm. How to tie services to business and enterprise value, or what to focus upon to get practical value out of integration, was a major concern.
Service Catalog Essentials: 5 Keys to Good Service Design in IT Service CatalogsEvergreen Systems
Fresh thinking on IT Self-Service!
It’s easy to create hundreds of services, fast – with little oversight – and it will kill your Service Catalog initiative. Your customer will see it as inconsistent, complex and confusing – and stop coming.
Do you make lots of small services, or a few big, complex ones?...How do you decide?...Which do your customers prefer?
Please join us as we share best practices on creating and using a consistent Service Design Process – that addresses these issues and actually saves time, simplifies your work, and gives you consistent quality. And it will make your customers happy!
Full webinar recording with ServiceNow demo available at: http://content.evergreensys.com/webinar-it-service-catalog-good-service-design
Using the right tools to keep control of your Office 365 deploymentsGSX Solutions
When you move to Office 365 the business critical part of your IT is outsourced and live on its own, independently from the rest of your IT. Managing the entire infrastructure becomes challenging with additional indicators to be tracked to give you more availability and performance status of your applications. As a result there is often a gap between expectations and reality.
This session will explore how you can drive actively your Cloud deployments, being proactive at every step of the journey to the Cloud using tools that are available to any Office 365 administrators, either built-in with Office 365 or delivered as free Microsoft standalone tools.
We’ll discuss new challenges involved when managing a Cloud or Hybrid Cloud environment and pinpoint what information is critical to track, when and how to figure out all of this. Our experts will illustrate with live hands on session every tool identified and will show the audience concrete examples. Tools that will be discussed include: Office 365 Portal, Microsoft Connectivity Analyzer, Office 365 Client Performance Analyzer, PowerShell, and more.
After this session you will be able to schedule automated report, keep track of licenses in Office 365, retrieve usage statistic, and more.
A link to the recorded version is available on the GSX website: www.gsx.com
By end of 2016, a majority of enterprise mailboxes will be Cloud-based, however organization are not ready to go all-in the Cloud.
As an IT administrator, people rely on your capability to deliver Microsoft Hybrid services and keep them running optimally to maximize workers’ productivity. Benefit from a unified set of tools to manage messaging performance is key to provide you with a better control of your critical informations.
Check this presentation and see how the pairing up of GSX Solutions and CodeTwo can help you:
- Ensure better Quality of Service On-premises & in the Cloud
- Streamline your mailbox backup with automatic and centralized backups
- Reduce your MTTR to ensure optimal performance for your business lines
- Meet SLA’s and ensure strong governance for Exchange platforms
Webinar: Keep Microsoft Lync Under Control With Smart Performance MonitoringGSX Solutions
Play this video and understand what are the most commun issues when using Lync and why nowadays, Lync performance is considered critical to every organization and represents a challenge from a management point of view.
A Webinar Bridging The SharePoint Gap: Usage Meets User Performance GSX Solutions
GSX Solutions would like to share a co-Webinar Podcast hosted by us and our valuable Alliance partner Intlock. This session discusses topics around how to fulfill the gap between usage and user performance when using SharePoint. You will have the chance to learn the benefits of both GSX Monitor & Analyzer and Cardiolog Analytics for SharePoint sites from distinguished experts.
Scom presentation from June 5th WebinarGSX Solutions
Collaboration tools help flatten the obstacles to communicate, enabling organizations to access talent and distribute work teams across the country, the region and the world with less need for co-location.
Find out how GSX Monitor & Analyzer and System Center Operations Manager are complimentary.
Webinar: GSX Solutions, The Tailored Solution for Smart Exchange Migrations GSX Solutions
Understand how GSX Solutions helps you efficiently when migrating an Exchange environment. Join us and our valuable partner GWAVA, our specialists will demonstrate the GSX Solutions Monitor & Analyzer and underline the issues we can overcome together when it comes to migration.
Attend this webinar to see how you can monitor your Hybrid Cloud infrastructure to increase efficiency and get a better control on the overall availability of your messaging environment.
MS Exchange workshop what is new in Exchange 2013GSX Solutions
Microsoft Exchange Workshop November 2013: “Deploy a Multivendor Strategy to Better Leverage Exchange Migration and Upgrade”. The combination of GSX, GWAVA and VEEAM offers Administrators and IT Managers a solid range of tools to leverage their Exchange Migration & Upgrade.
Check out speakers’ presentations to learn why deploying a multivendor strategy can better leverage your Microsoft investment.
- What is new in Exchange 2013? Microsoft
- Exchange Server Performance & Reports- GSX Solutions
- Archiving & Compliance for Exchange- GWAVA
- Data Protection for Exchange- Veeam
MS Exchange workshop GWAVA archiving & compliance for exchangeGSX Solutions
Microsoft Exchange Workshop November 2013: “Deploy a Multivendor Strategy to Better Leverage Exchange Migration and Upgrade”. The combination of GSX, GWAVA and VEEAM offers Administrators and IT Managers a solid range of tools to leverage their Exchange Migration & Upgrade.
Check out speakers’ presentations to learn why deploying a multivendor strategy can better leverage your Microsoft investment.
- What is new in Exchange 2013? Microsoft
- Exchange Server Performance & Reports- GSX Solutions
- Archiving & Compliance for Exchange- GWAVA
- Data Protection for Exchange- Veeam
Ms exchange workshop GSX Exchange server performance & reportsGSX Solutions
Microsoft Exchange Workshop November 2013: “Deploy a Multivendor Strategy to Better Leverage Exchange Migration and Upgrade”. The combination of GSX, GWAVA and VEEAM offers Administrators and IT Managers a solid range of tools to leverage their Exchange Migration & Upgrade.
Check out speakers’ presentations to learn why deploying a multivendor strategy can better leverage your Microsoft investment.
- What is new in Exchange 2013? Microsoft
- Exchange Server Performance & Reports- GSX Solutions
- Archiving & Compliance for Exchange- GWAVA
- Data Protection for Exchange- Veeam
High Availability Traveler Architecture Map - IBM Connect 2013GSX Solutions
SHOW100 : Making IBM Traveler Highly Available - Part 1: IBM Traveler Design
Speaker(s): Mitch Cohen (Colgate-Palmolive), Chris Whisonant (Best Methods)
Comment gérer efficacement votre infrastructure collaborative?
Une communication fiable et des systèmes collaboratifs efficaces sont essentiels au bon fonctionnement de votre organisation. GSX vous apporte des outils performants pour gérer en temps réel votre infrastructure collaborative tout en optimisant votre efficacité et en maximisant le retour sur investissement relatif à vos actions.
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
"Impact of front-end architecture on development cost", Viktor TurskyiFwdays
I have heard many times that architecture is not important for the front-end. Also, many times I have seen how developers implement features on the front-end just following the standard rules for a framework and think that this is enough to successfully launch the project, and then the project fails. How to prevent this and what approach to choose? I have launched dozens of complex projects and during the talk we will analyze which approaches have worked for me and which have not.
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024Tobias Schneck
As AI technology is pushing into IT I was wondering myself, as an “infrastructure container kubernetes guy”, how get this fancy AI technology get managed from an infrastructure operational view? Is it possible to apply our lovely cloud native principals as well? What benefit’s both technologies could bring to each other?
Let me take this questions and provide you a short journey through existing deployment models and use cases for AI software. On practical examples, we discuss what cloud/on-premise strategy we may need for applying it to our own infrastructure to get it to work from an enterprise perspective. I want to give an overview about infrastructure requirements and technologies, what could be beneficial or limiting your AI use cases in an enterprise environment. An interactive Demo will give you some insides, what approaches I got already working for real.
Connector Corner: Automate dynamic content and events by pushing a buttonDianaGray10
Here is something new! In our next Connector Corner webinar, we will demonstrate how you can use a single workflow to:
Create a campaign using Mailchimp with merge tags/fields
Send an interactive Slack channel message (using buttons)
Have the message received by managers and peers along with a test email for review
But there’s more:
In a second workflow supporting the same use case, you’ll see:
Your campaign sent to target colleagues for approval
If the “Approve” button is clicked, a Jira/Zendesk ticket is created for the marketing design team
But—if the “Reject” button is pushed, colleagues will be alerted via Slack message
Join us to learn more about this new, human-in-the-loop capability, brought to you by Integration Service connectors.
And...
Speakers:
Akshay Agnihotri, Product Manager
Charlie Greenberg, Host
Slack (or Teams) Automation for Bonterra Impact Management (fka Social Soluti...Jeffrey Haguewood
Sidekick Solutions uses Bonterra Impact Management (fka Social Solutions Apricot) and automation solutions to integrate data for business workflows.
We believe integration and automation are essential to user experience and the promise of efficient work through technology. Automation is the critical ingredient to realizing that full vision. We develop integration products and services for Bonterra Case Management software to support the deployment of automations for a variety of use cases.
This video focuses on the notifications, alerts, and approval requests using Slack for Bonterra Impact Management. The solutions covered in this webinar can also be deployed for Microsoft Teams.
Interested in deploying notification automations for Bonterra Impact Management? Contact us at sales@sidekicksolutionsllc.com to discuss next steps.
UiPath Test Automation using UiPath Test Suite series, part 3DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 3. In this session, we will cover desktop automation along with UI automation.
Topics covered:
UI automation Introduction,
UI automation Sample
Desktop automation flow
Pradeep Chinnala, Senior Consultant Automation Developer @WonderBotz and UiPath MVP
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
JMeter webinar - integration with InfluxDB and GrafanaRTTS
Watch this recorded webinar about real-time monitoring of application performance. See how to integrate Apache JMeter, the open-source leader in performance testing, with InfluxDB, the open-source time-series database, and Grafana, the open-source analytics and visualization application.
In this webinar, we will review the benefits of leveraging InfluxDB and Grafana when executing load tests and demonstrate how these tools are used to visualize performance metrics.
Length: 30 minutes
Session Overview
-------------------------------------------
During this webinar, we will cover the following topics while demonstrating the integrations of JMeter, InfluxDB and Grafana:
- What out-of-the-box solutions are available for real-time monitoring JMeter tests?
- What are the benefits of integrating InfluxDB and Grafana into the load testing stack?
- Which features are provided by Grafana?
- Demonstration of InfluxDB and Grafana using a practice web application
To view the webinar recording, go to:
https://www.rttsweb.com/jmeter-integration-webinar
Let's dive deeper into the world of ODC! Ricardo Alves (OutSystems) will join us to tell all about the new Data Fabric. After that, Sezen de Bruijn (OutSystems) will get into the details on how to best design a sturdy architecture within ODC.
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
Transcript: Selling digital books in 2024: Insights from industry leaders - T...BookNet Canada
The publishing industry has been selling digital audiobooks and ebooks for over a decade and has found its groove. What’s changed? What has stayed the same? Where do we go from here? Join a group of leading sales peers from across the industry for a conversation about the lessons learned since the popularization of digital books, best practices, digital book supply chain management, and more.
Link to video recording: https://bnctechforum.ca/sessions/selling-digital-books-in-2024-insights-from-industry-leaders/
Presented by BookNet Canada on May 28, 2024, with support from the Department of Canadian Heritage.
Transcript: Selling digital books in 2024: Insights from industry leaders - T...
How to Apply ITIL Management principles to your Collaboration Environment?
1. ITIL and why its important to you
Presenter: Eileen Fitzgerald
Company: GSX
2. What is this presentation about ?
•What is ITIL ?
•What is delivering IT as a service all about ?
•How can it Help you ?
3. Set Expectations
Meet and exceed customer expectations ....
When delivering a service...
• What do you do ?
• How do you meet customer requirements
• How do you identify expectations?
• How do you measure meeting these expectations ?
4. Who am I ?
•Eileen Fitzgerald
• Notes Administrator, Global Notes Architect
• Manager Domino Administration team and Domino Development team, Via ITIL
• GSX - Product Manager and Customer Service
• Masters in Project Management
• ITIL Certified
• Just a little ittty bit process oriented
5. Some Terminology
• Service - What you deliver to your customers
• Availability - Availability of your servers and service can be two different things
• Opportunity Cost - The cost of the lost opportunity of what you could be doing
instead
• ITIL - IT Infrastructure Library - Frame Work for service delivery
• Incidents - Something is not working the way its suppose to ( not necessarily broken)
• Severity - Relation to incidents, Impact on the business
• Qualitative ( non numerically measurable) , Quantitative ( numerically measurable)
• Pedantic - ME
6. Agenda
• ITIL Definition
• Service Definition
– Service Delivery
– Financial Management
– Quality of Service Delivery
• Operational Management Implications
– Availability
– Configuration
– Capacity
– Release and Change Management
– Continuity
– Problem Management
• SLA’s and KPI’s
– Reporting
– Continuos Improvement
• Standard Service Request
• Some examples
7. ITIL Definition
• The ITIL (IT Infrastructure Library)
• Although the UK Government actually created ITIL via the
CCTA, it is rapidly being adopted across the world as the
standard for best practice in the provision of IT Service.
Although ITIL covers a number of areas, its main focus is
certainly on IT Service Management (ITSM).
• IT Service Management (ITSM) itself is generally divided into
two main areas, Service Delivery and Service Support.
Together, these two areas consist of 10 disciplines that are
responsible for the provision and management of effective IT
services.
www.itil-itsm-world.com
9. ITIL Definition - Whats a service ?
•Something you deliver to your customers
•Something you can measure
•Something you can identify the business value add
•Something you can measure
•Something you can manage
•Something you can measure
www.itil-itsm-world.com
10. Service Definition - The Business
•Multiple Services per server
•Different aspects of the business use different features
•Look at the service not the technology
•Look at the business not the infrastructure
•BC / DR = FAIL if it is technology driven and not
business focused
11. Service Management
• What is it ?
• Who are the customers ?
• How does it assist the Business ?
• What are the deliverables ?
• How are you going to deliver them ?
• How are you going to track them ?
• How do you define and report on customer expectations ?
• How do you bill ?
12. Service Delivery
–Options for Service delivery
•On Premise - Hosting and Management
•On Premise hosting, off-site Managed Services
•Fully Hosted Services
•Cloud
•On Premise hosting , off site application managed
services ( Development etc )
13. Service Delivery
•If you outsource service delivery to a third party ensure
that the underpinning contract supports yours
–Do not forget to factor in in-house overheads
•Legal
•Contract Managers
•Managing and measuring service being delivered to you.
–The providers - HOW do you measure them ?
•Service desk - Escalations points
•Business Account Managers
•Supplier Managers
•Whats in the contract ? Upgrades ?
–Aligning Demand with customer demand
14. Financial Management
–Measurable ;-)
•Delivery
–Quantity
–Qualitative ( Quality )
•Capacity
•Availability expectations
–Charge back to customers ?
–Per Unit ?
–Nominal or actual Charge back ?
–IT as a Service center , Charge Center , Cost Center ?
15. Quality Measurements
•Price vs Value
– Volume - Quantifiable metric
– Time Criticality
– Capacity - Ability to meet demand
•Hardware and Software Requirements
•Human Resource requirements ( volume and skills)
•Overheads
–Criticality to the Business
16. Quality Measurements
–Value Creation
•What is our business ?
•Who are our customers ?
•What does our customer value ?
•How do they use our service ?
•How are the services of value to them ?
–What are the outcomes that matter ?
–How are they identified in terms of customer perceptions and preferences ?
17. Operational Management
•Availability
•Can the user access it in the agreed manner ?
–Time to access
–Ease of access
–Availability , Maintenance , Business Hours , 7*24 etc etc
•Configuration
•What is running where ?
–CMDB,
–Where are your interdependencies ?
–If you loose server A What Services are impacted ?
•Capacity
•Variations in demand accommodated within agreed range ( Demand
Management )
18. Operational Management
•Release & Change Management
•Change approval process
•Deployment Process
•Continuity
•Assurances of support during major failures or disruptive events
•You may be able to / differentiate between BC and DR
•Security
•Authorized and accountable usage , as specified by the customer
19. Operational Management
•Incident Analysis and Problem Management
–Link Incidents with common root cause
–Identify the Root cause , that is the problem
–Prioritize problem management based on incidents
•Volume of incident s
•Severity of incidents
•Time to resolve
•Cost to resolve
•Capability to resolve
•Problem Management is VERY closly linked to Release
Management and an important feed
23. SLA’s and KPI’s
•SLA’s ( Service Level Agreements )
–Formal agreements on quality of service delivery with frequently
cost implications
•KPI’s ( Key Performance Indicators )
–Impact on the SLA’s NOT in how they are calculated but the SLA’s
them selves
•Identify KPI’s that impact on your SLA
•Proactive SLA management, No one wants to be reacting
to a broken SLA.
24. SLA’s and KPI’s
•SLA’s are normally trends
•Understand the KPI’s that influence your SLA
•Be able to track KPI’s via Real Time and Trends
•Immediate Alert on KPI’s
25. Monitoring and Reporting
•Its not just about Availability BUT ..
–DR VS BC
–Business hours
–Maintenance
•How do you report on Quantity?
•How do you Quantify Quality ?
•As part of Service Management you need to ensure you
factor in Capacity Management
•Factor in the overhead of monitoring and reporting into
the cost of delivering a service
26. Monitoring and Reporting
•By Service not Server
•Service Critical Success factors
•One server may deliver multiple different services to
different customers , Mail , Databases etc etc
•Your service may be up and running but is it delivering
the quality of service that you expect it to ?
30. Continuous Improvement
• Service Review on a regular basis
• Re - view capacity requirements
• Involve the business
• Have base lines , understand what is standard
• Review your service offering(s)
–Add
–Remove
–Modify
–Improve
31. Standard Service Requests
–Standard Repeatable Requests
–Right or wrong Answer
–Exact same process every time
–Same time to complete every time
–More than account management ...
33. Standard Service Requests
• Domino
–Create a user
–Delete a user
–Rename a user
–Change user certificate
–Change user certificate expiration date
–Move user to another server
–Update user information
–Create a group
–Delete a group
–Rename a group
–Add a user to a group
–Remove a user from a group
–Create a mail in database
–Delete a mail in database
–Rename a mail in database
34. Standard Service Requests
• BES
– Create a user
– Delete a user
– Assign to group
– Remove from group
– Create group
– Delete group
– Set activation password
– Generate and send activation password
– Enable / disable redirection
– Enable / disable connection redirection services
– Assign IT Policy
– Resend IT Policy
– Resend Service book
– Set password and lock Handheld
– Set owner information
– Erase data and disable handheld
35. Standard Service Requests
–Critical to the management of a service
–Can be delegated but in a controlled manner
–Delegate and free up technical Admins for more business value
added tasks
–Opportunity Costs
36. Why is this important to you ?
•Understand the business impact of what we do
•Understand user / usage metrics and usage
•Customer Service
•You cannot manage what do you not understand
•Prioritize , Organize, Understand , Manage, Deliver
•Ops marketing
38. Availability
•Service Reporting
•SLA
–Server Availability is an underlying requirement for ALL Services
–Be able to monitor and report on Server AND cluster availability
•KPI’s
–Availability Index
–Diskspace
–CPU, Memory
–Server Transactions
–Cluster stats
39. Email
•Service Reporting
–SLA and KPI’s
•Messaging
–SLA = Mail delivery time
–KPI’s = Dead Mail, pending mail, % Successful delivery
•Availability
–SLA = Availability ( don’t forget server vs cluster, maintenance, business hours etc
etc
–KPI’s = Availability index, %CPU, Diskspace, No of sessions, no of transactions
40. Application Databases
•Potential SLA’s
•Application response times
•Data update times ( agents )
•DB Open time
•Link Open time ?
•Failover time
–KPI’s associated with them
•Indexer update
•No of sessions opened
•% CPU time
•% Mem in use
•% Physical disk space available
•Agent success / agent failure
41. Clusters
•SLA’s
– % Availability
•KPI’s
–Individual Server Availability
–Availability Index
–No of Seconds in Queue
–No of items in Queue
–Cluster task’s availability
42. Business Continuity / Disaster Recovery
• SLA’s
– % Availability
–Data Lag
–Time to recover
• KPI’s
–Individual Server Availability
–Availability Index
–No of Seconds in Queue
–No of items in Queue
–Site Connectivity
–Cluster task’s availability
43. Summary
•The Server is not the Service you are delivering to the
business
•Identify the different services you supply to the business
•Identify expectations of quality of service delivery
•Identify how to monitor and report on Quantity and Quality
of Service Delivery
•Agree and report on SLA’s. Identify and monitor KPI’s
•Constantly review and communicate
•Its not about technology, its the business