88 How Change IT Management Is Integrated Into ITIL Security Management

88 How Change IT Management Is Integrated Into ITIL Security Management

The IT Manager Career Guide This book doesn’t load the reader with useful but obvious suggestions (“don’t forget to wear a nice suit to your interview,” for example).

Instead, it deliberately challenges conventional job search wisdom, and in so doing, offers radical but inspired suggestions for success.

Think that “companies approach hiring with common sense, logic, and good business acumen and consistency?” Think that “the most qualified candidate gets the job?” Think again! Time and again you’ll see that finding a job is a highly subjective business filled with innumerable variables.

The triumphant jobseeker is the one who not only recognizes these inconsistencies but also uses them to his advantage.

Not sure how to do this? Don’t worry this book guides the way.

This Career edition has been completely revised and rewritten and is designed to work in conjunction with the latest best practices.

This book is not filled with theoretical babble but practical and useful information, knowledge and experience! Packed with time-tested advice, This Career Handbook works as a good companion for those just starting out in the “real world” as well as for those who are thinking seriously about a career change.

If you have ever worked in or managed an organization, this book will not only answer a lot of your troubling questions, it will also explain matters that you did not know the questions to just the obnoxious frustration of something that was not working.

It is with incredible ease, yet depth and understanding that this book ploughs through the important issues that concerns anyone who wants to climb up the Career ladder.

This Guide is filled with Valuable hints, tips and guidance on how to successfully get your job and career, designed to get you going right away.

And if you plan to stay in your job, the Career Guide provides savvy advice for getting the most out of your current career.

Every other career guide offers generic, one-size fits-all advice.

But The Career Handbook helps you determine what you need to be more successful and satisfied. Table of Contents ACT Like a spider to find hidden jobs ……………………………………….16 Job search methods…………………………………………………………………….17 Finding and Applying for Jobs and Evaluating Offers……………….23 What to expect: Typical Job ad for an IT Manager ……………………..32 How You Can Get Truly Accredited IT Service Management Training……………………………………………………………………………………..36 Simple Models of IT Management and Business Impact…………….37 The Life Cycle of IT Management ………………………………………………38 Establishing a Value-Driven IT Management …………………………….40 Following the Latest Trends in IT Engineering Project Management………………………………………………………………………………41 Enterprise Risk Management in IT …………………………………………….42 When Is Finance IT Contract Management Governance Needed? …………………………………………………………………………………………………..43 The Future Development of IT Management Support………………..44 General Management and Information Technology (IT): Overall Management of Your Business …………………………………………………..45 Getting a Course In Global IT Management……………………………….46 The Importance of IT Inventory Management in Your Organization………………………………………………………………………………47 A Glimpse into the Field of IT Asset Management …………………….48 The Importance of an IT Computer Maintenance Management Procedures Template………………………………………………………………….49 Responsibilities of a Director for IT Delivery Engagement Management …………………………………………………………………………….. 50 How Headhunters Can Help You Find the Right IT Management Jobs…………………………………………………………………………………………… 51 When The IT Management MIS Is VP Director…………………………. 52 The Advantages of IT Management Services and What It Offers Your Company …………………………………………………………………………. 53 IT Service Management Software: A Great Tool to Optimize Your System………………………………………………………………………………………. 54 What You Can Accomplish with the Right IT Management Software……………………………………………………………………………………. 55 Looking for IT Management Templates ……………………………………. 56 The Skills That Should Be Taught During IT Management Training ……………………………………………………………………………………. 57 Get Help with IT Management Vendor…………………………………….. 59 IT Operations Management: The Key to a Successful Business…. 60 The Demands of IT Portfolio Management on IT Personnel……… 61 Defining IT Service Management for Beginners ……………………….. 62 How to Face Management Challenges with IT Organizations ….. 63 How Your Department Should React When Top Management Challenges IT Organization Vision and Goals ………………………….. 64 Why Management Is IT Function……………………………………………… 65 Management IT 101 ………………………………………………………………….. 66 Requirements to Become a Production Management Supervisor for IT Computer Products ………………………………………………………….67 Achieve your Business Goals with Data IT Management …………..68 The Human IT Management Workshop Advantage…………………..69 How Do I Stay on Track from Start to Finish with IT Project Management? …………………………………………………………………………….70 Be on Top of Your Game with IT Asset Management Software….71 The Nitti-Gritty of Information Technology Management …………72 What You Need to Know about the IT Management Policy……….73 The Main Branches of the IT Management Process…………………….74 A Short Study on IT Management Project ………………………………….75 All About IT Project Management ……………………………………………..76 IT Risk Management Essentials………………………………………………….77 What Is the 404 Compliance IT Management Oxley Risk Sarbanes Section Solution?………………………………………………………………………..78 Accredited IT Management Service Training for Non-IT Personnel and Managers…………………………………………………………………………….79 How Asset IT Management Should Be Conducted…………………….80 How Asset IT Management Software Is Used for Business Functions……………………………………………………………………………………81 What IT Asset Management Support Can Do for Your Company83 Measuring the Cost Benefit Analysis of Managing IT in Your Firm …………………………………………………………………………………………………..84 IT Project Management: Looking for Examples and Documents.85 How Microsoft Handles Business It Management Portfolio Technology: Unlocking Value Through Security Systems ………… 86 Benefits of Project Case Studies ………………………………………………… 87 Certification of Projects in IT Management ………………………………. 88 How Change IT Management Is Integrated Into ITIL Security Management …………………………………………………………………………….. 89 The Software for Change IT Management ………………………………… 90 Eliminate Your IT Problems by Hiring IT Management Consultants ………………………………………………………………………………. 91 The Advantages of Consulting IT Management Agencies………… 92 The IT Management Project Course………………………………………….. 93 Book Review: Enabled IT Management Organization ………………. 94 Project in IT Management…………………………………………………………. 95 Why You Need IT Facility Management Implemented in Your Company………………………………………………………………………………….. 96 Why You Need Financial IT Management in Your Business …….. 97 What to Look for in a Foundation Guide IT ITIL Management Service Study ……………………………………………………………………………. 98 The Foundations in IT Management Services …………………………… 99 Why IT Professionals Need IT Service Management Foundation ……………………………………………………………………………………………….. 100 Microsoft Security Framework Introduces IT Management Applications……………………………………………………………………………. 102 The Importance of Governance in IT Project Management……… 103 IT Governance and Management: Finding the Right Strategy …104 How Metadata Management Is Expected to Affect Infrastructure IT Management ………………………………………………………………………..105 Maximizing Your IT Investment with Infrastructure Management Services…………………………………………………………………………………….106 An Introduction to IT Service Management ……………………………..107 Why Practice IT ITIL Management Service? …………………………….108 Benefits of Attending an IT Management Course …………………….109 The Role of IT Operations Management …………………………………..110 IT Management Security: Protect Your Company from Potential Threat……………………………………………………………………………………….111 How IT Management Service Training Can Help You Manage Your Business …………………………………………………………………………..112 Be Big or Small Projects, IT Value Project Management Software Helps………………………………………………………………………………………..113 Strategic IT Management Towards Organization’s Goals…………114 Managing the IT Systems within the Organization…………………..115 What Does IT Management Value Have to Say? ………………………116 IT Jobs Management…………………………………………………………………117 IT Project Management Job Demands ………………………………………118 Understanding the Business Role of IT Management……………….119 Manager of an IT Management Project …………………………………….120 How to Find the Right IT Management Metrics Service …………..121 Outsourcing IT Management……………………………………………………122 The Performance of IT Management ………………………………………. 123 How to Understand What IT Management Portfolio Means…… 124 What Is a IT Management Portfolio Project? …………………………… 125 Creating a Strategic IT Portfolio Management ………………………… 126 Understanding Past, Present and Future Terminologies – A Common IT Management Problem…………………………………………. 127 How to Handle an IT Management Project …………………………….. 128 Project Risk in IT Management……………………………………………….. 129 IT Project Management Software: An Important Tool in Your Business ………………………………………………………………………………….. 130 IT Management Project Training for Top IT Industry Certifications ……………………………………………………………………………………………….. 131 Resource Management in IT……………………………………………………. 132 The Importance of IT Management Risk Planning………………….. 133 Seminars in IT Management …………………………………………………… 134 Which IT Management Service Should I Choose? …………………… 135 What Does IT Management Sigma Six Stand For? ………………….. 136 Environmentally-Friendly IT Management Software and Hardware Options………………………………………………………………….. 137 Advantages of IT Management Solution for Midsized Companies ……………………………………………………………………………………………….. 138 Pursuing IT Management Training in 7 Strategic Technologies. 139 How to Survive in the Highly Competitive Computer Jobs Market ……………………………………………………………………………………………….. 143 Important Guidelines in Finding Executive Jobs………………………144 How to Find Online Help Wanted Jobs in Two Easy Steps ………145 Maximizing the Internet to Get the Jobs Available in the Market …………………………………………………………………………………………………146 Simplifying Your Jobs Search Efforts ……………………………………….147 Hot Online Jobs You Can Find Easily……………………………………….148 Tips on Choosing the Best Employment Agencies……………………149 How to Find a Job in Three Quick Steps …………………………………..150 Know More about Job Banks ……………………………………………………152 How to Get Ahead of Other Job Seekers…………………………………..153 Steps to Find Local Jobs ……………………………………………………………154 How to Set-up Your Own Part Time Job…………………………………..155 Temp Jobs Can Significantly Augment Your Regular Income ….156 Requirements Needed in Applying for Employment Agency License ……………………………………………………………………………………..157 How to Increase Your Chances of Getting Government Jobs……158 Finding Hidden Job Opportunities in a Bad Economy……………..160 Insider Tips to Find Jobs Online……………………………………………….161 Tips on Your New Jobs …………………………………………………………….162 How to Post Jobs Online for Free ……………………………………………..163 The Top Benefits of Seeking Advice in Furthering Career………..164 Employment in the Face of the Global Financial Crisis …………….165 Smart Tips on How to Effectively Pass Job Interviews……………..166 The Positive Side of Part Time Jobs ………………………………………….167 4 Quick and Hot Tips to Build Lasting Careers……………………….. 168 Employment Law: The Protector of Both the Labor Force and Labor Makers against Unfair and Unjust Circumstance………….. 169 Job Description: How Essential is It in a Resume? ………………….. 170 Job Search: The Easy and Simple Way to Do it ……………………….. 171 Tips on How to Get the Best Part-Time Job? …………………………… 173 Tips on How to Enjoy Your Work a Lot Better ……………………….. 174 Where to Find Employment Opportunities…………………………….. 175 Trust the Job Listings of Reputable Job Sites Only ………………….. 176 The Choice Between Free and Non-Free Job Sites …………………… 177 Is Working with Recruiters Important to Obtain a Job? ………….. 178 What Job Seekers Need to Find Jobs……………………………………….. 179 Finding Jobs through a Job Finder Saves Money…………………….. 180 Jobs Careers: How to Start Right Early on ………………………………. 181 Looking for Job: How to Do It Online …………………………………….. 182 The Best Resumes Get the Job…………………………………………………. 183 Discover the Four Tactics to Find Work………………………………….. 184 Three Key Points for Effective Job Applications ……………………… 185 Discover the Hidden Job Market …………………………………………….. 186 Search for Jobs Online: Making Job Search a Cinch ………………… 187 Suggested Guidelines of Employment Services When Writing a Cover Letter ……………………………………………………………………………. 188 Internet Jobs Welcome Job Seekers with Viable Resumes ……….. 189 Personality: The Most Essential Suit When Going to a Job Fair . 191 Spot Cleverly for Available Jobs Employment Online ……………..192 Finding the Best among the Many Career Opportunities …………193 Guide to Getting Entry Level Jobs for College Graduates ………..194 A Job Seeker’s Checklists When Using E-Mail………………………….195 Five Common Mistakes Leading to Unsuccessful Looking for a Job ……………………………………………………………………………………………196 Six of the Best Job Websites for Better Job Search……………………..198 Career Guide for Job Hunters Online……………………………………….199 The Road to Success in Finding a Job ……………………………………….200 How to Turn Your Internship into a Full Time Job? …………………201 Job Employment: Passing Interviews with Flying Colors…………202 Now That You Have A Job Offer What Should You Do?………….203 Special Ways of Finding a Job…………………………………………………..204 Find Me a Job: The Various Methods of Searching for Employment …………………………………………………………………………….205 Some Know-Hows in Finding that Dream Job Career………………206 Job Hunting In a Competitive World ……………………………………….207 Some Useful Guides In Searching For Seasonal Jobs ………………..209 When to Spot Job Openings ……………………………………………………..210 How to Reach a Job Opportunity……………………………………………..211 What You Should Know About Part Time Employment ………….212 Search for Job Websites…………………………………………………………….213 Utilizing Recruitment Agencies for Temporary Employment ….214 The Benefits of Work at Home Jobs ………………………………………….215 An Overview of Business Career…………………………………………….. 216 The Advantages of Being an Employment Assistant ………………. 217 How to Find the Right Career…………………………………………………. 218 Career Search: Difficulty Coming to a Decision? …………………….. 219 Tips for Information Technology Jobs …………………………………….. 220 Jobs in Search: Finding and Being the Right One ……………………. 221 Making the Most Out of Employment Opportunities……………… 222 Tips for Using Job Placement Agencies…………………………………… 223 Career Profiles: Fill It Up with Relevant Information ……………… 224 Job Boards: They are a Win-Win Solution……………………………….. 225 Job Search Engines: As Easy as Walking to the Computer………. 226 Making a Career Out of a Job………………………………………………….. 228 your job: Managing IT : What is ITIL? ……………………………………. 241 Reasons for implementation …………………………………………………… 244 Implementing ITIL …………………………………………………………………. 247 Implementation of Service Strategy ………………………………………… 249 Implementing Service Design …………………………………………………. 255 Implementing Service Transition ……………………………………………. 266 Implementing Service Operation…………………………………………….. 273 Implementation of CSI ……………………………………………………………. 287 Case Studies ……………………………………………………………………………. 296 The IT Service Management ITIL V3 BENCHMARK CHECKLIST ……………………………………………………………………………………………….. 300 Service Strategy – The Practice of Service Management ………….. 300 Service Design – Service Management as a Practice ………………….316 Service Transition – Service Management as a Practice …………….338 Service Operation – Service Management as a Practice …………….355 Continual Service Improvement- Service Management as a Practice …………………………………………………………………………………….377 CONCLUSION ………………………………………………………………………….390 15 16 ACT Like a spider to find hidden jobs One of the major tasks job counselors have is teaching job seekers how to look for jobs.

Job seekers sometimes find this a frustrating task because, as Department of Labor statistics show, 70-85 percent of jobs are not advertised.

They lie in what is called the hidden job market.

Many of the best paying jobs are found in the hidden job market also.

I hear job seekers frequently ask, if the best jobs are not advertised, how do I find them? The advice I always give is to simply act like a spider.

Instead of exhausting themselves by chasing insects around all day, our creepy crawly friends build webs and let the insects come to them.

In much the same way that spiders use webs to capture their next meal, you, as a job seeker, can build a job network to capture jobs.

Build your network just like a spider weaves his web, IE, tightly woven in the center, then gradually expanding in ever-larger concentric circles.

This means that you begin with a small circle of people closest to you (relatives, close friends) and gradually add circles of people not as close (acquaintances, classmates, the postman, etc.).

Everyone that you come into contact with (the mechanic who works on your car, your children’s babysitter, etc.) can be a potential networker for you.

When asking someone to be in your network, you should tell them four things: (1) that you are looking for a job, (2) the kind of job you want, (3) your qualifications, and (4) that you want them to be your eyes and ears for job opportunities. 17 If possible, furnish each person in the network with a copy (even multiple copies) of your resume.

As your network grows, eventually some of these copies may find their way to people who do not know you but who will still pass your resume on to people in the business world who might be interested in your skills.

No matter how well constructed, a spider web (and a job network) can lose its effectiveness over time if it is ignored.

So make sure you know what a spider instinctively knows, IE, that regular maintenance is crucial.

What does this mean? that you should maintain contact on a regular basis with networkers and express your appreciation for their efforts.

You can do this with Thank You notes, phone calls, invitations to lunch or coffee and visits.

To be honest, a job network requires a lot of effort on your part, but it is effort well spent.

As a job counselor, when I ask successful job seekers how they found their jobs, the most frequently repeated answer I hear is through networking.networking not only works but is the most powerful tool (if not the only tool) to successfully access the hidden job market.

So, if you are really serious about finding a job, especially one that is not advertised, the best thing you can do is to act like a spider! Job search methods — · · Specific experience with practice management, financial management and management information systems is desirable.

Previous e-commerce experience preferred. Proven skills in: Software Development, Network Management, Desk Top Support, ERP installation and support, operating level knowledge of Database Systems, system integration and conversions, written and verbal communication, negotiating with vendors, contractors, and others, budget preparation and monitoring, planning and organizing, management and leadership, interpersonal relationship building.

Demonstrated ability to: Relate to all levels of the user community, be a team player that motivates and educates other team members, plan, implement and support systems in a complex environment, set and manage priorities, comprehend complex technical subjects, translate technical language to lay audiences, link and apply complex technologies to business strategies, create and motivate behavior change. 36 How You Can Get Truly Accredited IT Service Management Training For your IT Service Management Training to be considered accredited, it now has to meet the global standard for IT service management which is ISO/IEC 20000 (created by the ISO or International Organization for Standardization) and the IEC (or International Electrotechnical Commission.) The ISO/IEC 20000 meets the ITIL process approach, which means auditors can certify ITIL compliance as well.

ISO/IEC 20000 acts as a benchmark so that organizations can gauge their capacity for managed-service delivery, servicelevel parameter measurement, and performance assessment.

It can help organizations meet ITIL compliance standards too.

This is a bonus when IT companies have to prove their ITIL certification to meet customer demands, assess outsourcing providers, and meet business goals and objectives of any sort , particularly those set by corporate clients.

EXIN is one organization that provides ITIL certification.

As training providers, you can rely on the Art of Service program of EXIN to secure your accreditation.

Further, EXIN provides your IT personnel with the IT Service Management Foundation Certificate, the IT Service Management Practitioner’s Certificate, and the IT Service Management Manager’s Certificate.

EXIN gets its authority to provide certification globally for ITIL training from the OGC, which is the UK agency that owns and controls ITIL.

So when looking for a training provider, make sure it is accredited first by EXIN so that your own people get the right certification. 37 Simple Models of IT Management and Business Impact If you handle IT as a business investment, then IT management should be able to maximize the IT investment and resources for the best interest of the company.

Since IT management is more technical, digging deeper into the company’s processes should be the first priority in IT management.

Affecting business in IT management is not merely identifying how a company conducts its day-to-day business but also identifying the very reason why the company does its business.

A simple model of IT management asks the question “why” every time a project is presented.

An efficiently run business is a successful business; it is one that has invested in the hardware and software as well as the capable staff to operate and maintain these tools.

The business impact of these investments is where IT management comes in.

Another simple model of IT management and its business impact is recognizing that the business goal is to maximize profits in doing its business.

Several IT tools are needed so that they can support company goals, and IT management is needed to support the goals of IT tools.

We should always remember that IT tools and IT management are investments that need to be preserved because they exist to aid in efficiently handling the business.

Therefore, creating simple models for understanding IT management decisions and its methods of affecting business should be the main objective every project. 38 The Life Cycle of IT Management Information technology has now become an essential part of any business.

If you look at the processes of an organization, you will find information collected, stored, retrieved, revised, and modified.

That is why an organized approach to IT management is important—so that the flow of information in the system, from the initial collection to the eventual deletion, is comprehensive and reliable.

This is the basic life cycle of IT management.

Traditionally, IT management used to gather information chronologically and just store it.

Updating information would then be a case of manual retrieval and re-storing.

However, with modern advances, IT management has become more sophisticated with its life cycle.

It now involves all the phases of data manipulation starting from the storage to the deletion of obsolete files.

It is more complex it its storage management and is truly automated in its processes.

IT management is very important in the organization because managing information has the attention of every business from the top CEO to the IT manager.

This has posed a challenge to many organizations because not only does IT management need to easily exchange and collaborate information among workers, suppliers, partners and customers, it also has to make this information sharing secure and in order in its life cycle.

With a strong IT management life cycle, the business can improve productivity, enhance efficiency, increase revenue, and reduce expenditures.

With proper management of its life cycle, it can reduce risks while improving decision-making capabilities.

ILM products automate these processes, typically organizing data into separate tiers according to specified policies and 39 automating data migration from one tier to another based on those criteria.

As a rule, newer data, and more frequently accessed data, are stored on faster but more expensive storage media, while less critical data is stored on cheaper but slower media.

However, the ILM approach recognizes that the importance of any data does not rely solely on its age or its accessibility.

Users can specify different policies for data that decline in value at different rates or that retains its value throughout its life span.

A path management application, either as a component of ILM software or working in conjunction with it, enables data to be retrieved by keeping track of where everything is in the storage cycle.

ILM is often considered a more complex subset of data life cycle management (DLM).

According to Karen Dutch, vicepresident of product management at Fujitsu Softek, DLM products deal with general attributes of files, such as their type, size, and age; ILMproducts have more complex capabilities.

For example, a DLM product enables you to search stored data for a certain file type of a certain age but an ILM product would let you search various types of stored files for instances of a specific piece of data, such as a customer number.

Data management has become increasingly important as businesses face compliance issues in the wake of legislation, such as HIPAA and the Sarbanes-Oxley Act, which regulates how organizations must deal with particular types of data.

Data management experts stress that information life cycle management should be an organization-wide enterprise, involving procedures and practices as well as applications. — 53 It is a discipline which combines people, technologies, and procedures for solving business problems.

With the introduction of Information Technology (IT), the function of MIS has not become obsolete but has actually become a support to the new technology.

IT creates, stores, exchanges, and uses information in its various forms.

Since the most experienced in information systems is the person heading the MIS department, this is logically why this employee becomes the most likely candidate to hold the IT management position.

In some companies, the position is either under the job title of MIS Manager/Director or IT Manager/Director.

An IT manager can also be the MIS VP Director whose main role is to oversee the administration, maintenance, and implementation of IT in all areas.

The manager or Director leads in the planning and implementation of additions, deletions and major modifications needed in the system.

This manager acts as an overall overseer of all individual areas of management.

Since the position requires skill and experience, the career core competencies of communication and management are often strictly required.

Basic communication skills are also required which means that the candidate is able to communicate relevant IT-related information on time.

This person must possess leadership abilities which challenge others to develop as well.

The manager must be an innovator, one who conducts effective evaluations, and encourages everyone to take responsibility for development within the company. The Advantages of IT Management Services and What It Offers Your Company Your business today depends on a strong IT infrastructure and your skill to handle IT services.

You and your company need to deliver the highest value while keeping costs to a minimum. 54 This means that you have to choose the right solution and software to transform your company and your IT services.

Getting the help of an IT management service can save you from hassles and unnecessary expenses.

With the help of this service, you can prevent potential risks and you can assist your clients better and faster.

In choosing IT management services, you should check their expertise and number of years in the business.

You should also check the tools they use such as ITIL and industry-standard best practices.

These can advance business opportunities.

IT management software, which can improve the whole infrastructure, is an important tool to manage and plays a big part in successfully implementing the services.

That is why choosing the right kind of service is essential in any business.

Then you can generate profit from your investments in the soonest time possible.

Choose an IT management service that balances quality, performance, and cost.

It should enable you to manage team members and staff, system applications, processes, and technology.

You have to develop your IT company and move away from the traditional technology providers to satisfy your customers and deliver information in your entire network organization faster and even better. IT Service Management Software: A Great Tool to Optimize Your System IT service management helps you successfully manage your IT infrastructure and your business.

Because delivering IT services without proper IT management is difficult, your organization must 55 ensure that its IT service works well and uses tools that will optimize its system.

IT service management software can help your company execute company policies and TI services.

This tool can improve your productivity and optimize costs by creating an automated IT process to implement your strategies quickly.

This also includes handling compliance and managing the risks normally involved in IT services.

IT service management software can provide your company with accurate data to easily audit and acquire necessary information.

In this IT generation, the need to expand and advance in technology is pushed by compliance problems, complexity in systems, and the constant change in business.

These factors drive IT providers and business organizations to enhance their product and services.

These IT challenges can be resolved with the proper IT service management software.

The process tools will help your company integrate and automate your services.

Software tools can standardize and communicate the information that connects people, technology, information, and procedures.

IT service management service software is a convenient tool to enhance and improve your services for your client.

Not only that, connecting and accessing data will be easier with the proper service management software. What You Can Accomplish with the Right IT Management Software If you choose the correct IT Management software, your organization will become more effective and credible, thus gaining 56 more recognition from within the organization and from your industry peers.

In addition to the IT Management software reducing expenses for your organization, it should manage business, system, and security processes.

By adhering to an uncomplicated yet intelligent system, it can take proactive steps to pursue those activities.

This should result in decision makers like you gaining heightened control over the entire IT environment of your organization.

You may find that, with the right IT Management software, uptime and productivity are boosted.

This helps assure that additional enterprise-wide solutions will also function as they are meant to, giving your organization good value for its investment.

The jurisdiction of the IT Management software may cover the functions of mobile devices, desktops and, of course, servers.

It must permit IT Service management to enable decision makers to plan for and model business processes.

Lastly, it should guarantee business process documentation and optimization.

More importantly, network downtime can be reduced or possibly eliminated so that infrastructure expenses and stress on the help desk will decrease correspondingly.

One way for this to happen is for your IT Management staff to check the health of the system periodically and even randomly. — To manage your business effectively in this IT generation, you will need the proper management of operations which involves manufacturing of goods and services.

Operation management is responsible for ensuring an efficient business operation.

Basically, IT operations management deals with the management of resources and the delivery of goods to clients.

It concentrates on planning, scheduling, control of production or service and enables value-added activities that change inputs into numerous outputs.

Fundamentally, IT operations management can manage and control a constructive workflow using available resources and provisions.

Management leads by creating a company’s strategy and developing a mission statement for all employees.

With this, your company can now organize valued resources like facilities, equipment and employees to produce goods and services effectively.

Your IT operations management plays a big part in satisfying the needs of your customers.

It plans by putting the customers, employees, and company requirement first.

It monitors and maintains the standards, expectations, staffing and performance level.

It motivates employees to meet company goals.

Operations management is a vital part in any business especially in this age of information technology, when everything depends on applications and automated systems.

Although some organizations can manage the processes and produce and deliver the products to customers without the right technology, successful companies apply effective operations management to analyze and measure internal processes. 61 The Demands of IT Portfolio Management on IT Personnel What do IT specialists mean by IT Portfolio Management? Also called Project Configuration, it is actually a thorough program of action that basically involves management of various resources.

The goal is to develop a strategy so that the project team is able to reach desired goals.

But to say a project simply falls under IT Portfolio Management oversimplifies the IT field and leads to misunderstanding.

IT is in itself a very diverse and multidisciplinary area of knowledge, so IT Portfolio Management may require input from specialists from different areas in IT.

In IT Portfolio Management, the project team needs to manage cost and time constraints well.

To do this, the team must match projects, proposals and operational activities with the end goals.

To succeed, the project team should identify the specific IT projects which are really needed.

It should align planning with project details.

The team should then control specific issues, processes, resources, risks and dependencies that could affect the project or are related to the project somehow.

If unplanned changes occur, the IT personnel should be proactive either in correcting these incidents or in controlling them so that the project stays on track and on schedule.

If the IT Portfolio Management effort is successful, then decision makers and stakeholders alike will see how valuable IT and IT personnel are to the organization and its functions. 62 Defining IT Service Management for Beginners Information Technology Service Management (or ITSM) focuses on the relationship of the company with its customers.

Since the ultimate goal of any business is to satisfy customers, ITSM becomes a special area for handling service management, thus providing the framework to structure IT-related activities.

ITSM is a discipline for managing IT systems from the perspective of the customer.

It uses IT technical personnel for handling customers and other end users (who would be more focused on the operational concerns in the so-called back end or back office.) Its concern is in the delivery of technology to the client business.

ITSM may encompass the following areas: Information Technology Infrastructure Library (ITIL), Application Services Library (ASL), Control Objectives for Information and Related Technology (CobiT), Business Information Systems Library (BISL), Microsoft Operations Framework (MOF), and other approaches available from IT providers (like the Helpdesk Institute and eSourcing Capability Model for Service Providers for producing a center focused on service management.) ITSM assures the client of service quality, security, and compliance.

It should be able to provide a framework that can deliver a fast and user-friendly solution customized for the needs of the client business.

Remember, though, that ITSM is not limited to technical companies alone since even non-technical companies such as banks, hospitals, financial institutions and travel industries use this type of system.

When choosing the right provider, you should note that the service offered must be in line with the objectives, goals, strategies, and processes of the client business.

The ITSM provider must aspire to provide a solution to customer-service problems to 63 increase desk productivity.

Best of all, it must give the client company an edge to compete globally. How to Face Management Challenges with IT Organizations All IT organizations (and IT-dependent companies) face management challenges at some point.

The question is how to face these management challenges head on rather than dodge them.

For instance, what if IT Management has to contend with maintenance management problems? This means that IT may need to use specific software because of the sheer complexity of the IT system itself.

The software makes the jobs of decision makers and maintenance team easier and more convenient.

Time and cost challenges are dealt with better with appropriate software to complement the skills of the IT Management team.

Supply chain problems are resolved quickly so that materials are sourced and delivered faster and more efficiently.

IT Management uses a Computerized Maintenance Management System (CMMS) software to solve these maintenance management problems.

The CMMS can assist in planning, project implementation, asset management (which may cover inventories of equipment, tools, and parts), creation of a knowledge database (regarding documentation of maintenance service, tracking of part serial numbers, and reliability data), best practices documentation, and documentation of warranties and guarantees.

Project planning logistics is another function of the CMMS.

This covers identifies the critical path of prioritized activities, including inspection, diagnosis, location, or ordering of services and parts. 64 In Maintenance Management, the main goal is to fix or even replace the impaired component so that the system can be brought back to functional status quickly. How Your Department Should React When Top Management Challenges IT Organization Vision and Goals We all know this scenario: the IT Department has developed an action plan regarding enterprise-wide vision and goals..

However, what happens when top management challenges this program of action? How does the IT Department deal with that? First off, never make a knee-jerk reaction.

Your IT Department should compare its program of action with the statements released by top management.

What are the differences? The typical problem is that the IT Department may be looking at enterprise-wide vision and goals from the point of view of IT specialists only.

You cannot really fault IT specialists for this because this is their field of expertise.

The problem could also lie with top management, for failing to see how the IT Department has aligned the system with top management aims, particularly if these are business-oriented aims.

In Philosophy, it is said that all problems can essentially be boiled down to a problem of language.

Therefore, it takes someone with a clear understanding of the semantics of IT language and business language to see the pitfalls and the misunderstandings.

Sometimes, the only problem was that the IT Department expressed itself in language different from the language of top management. 65 Of course, in any misunderstanding, it takes two parties to create an argument.

Rather than be hostile or defensive hardliners, members of both the IT Department and top management should try to reach to an understanding. Why Management Is IT Function IT management is an inevitable part of the world of IT technology because without the knowledge of IT management much of the potential of the technology would go to waste.

Management in the IT world is best divided into areas of specialization such as Service Management, Programme Management, and Risk Management.

Together they are called the Best Management practices.

Each one acts as to support to the functions of technologies to achieve best results.

IT Service Management (ITSM) employs useful tools that support the needs of the customers.

Its function is to see through the eyes of the customer and therefore satisfy them in all IT aspects.

The widely used ITSM is ITIL which provides a systematic approach to the management of IT service provision.

This in turn leads to cost reduction, increased customer satisfaction, maintenance of quality and standard, and improved productivity.

Programme Management, on the other hand, provides a good network for use with large and complex deliveries so they arrive on time and within budget.

It helps the company plan projects that will support the programme and manage risks; it ensures the programme will respond to change while maintaining quality. 66 Risk Management, another part of IT best management practices, is essential to ensure that the company faces the least possible risks while taking necessary steps to control or avoid them.

Effective risk management supports sound decision-making in dealing and understanding risk factors.

This should lead managers to develop excellent strategies, consume less time problem solving, and pursue more efficient use of resources.

This, in turn, will provide better value for the money and the best contingency programs for the organization.

This management in IT is essential to the proper implementation of ideas in Information Technology.

Right and effective management can eventually create success for all business activities Management IT 101 When we speak about an introduction to Management IT, we include Management IQ and EQ.

IQ is included because in IT, management needs technical expertise for understanding technologies.

EQ is included because in IT, management has to know how to deal with people enterprise-wide so that everyone will understand even the technical aspects of the IT organization.

Can an IT organization survive without management? It might.

But perhaps with management around, the IT organization will become more effective, efficient, and credible at its function.

This is why management is said to be a discipline all its own; it just happens to be applied in the IT industry.

Can we say management is automatically effective if productivity goes up? That depends on how you measure productivity.

If productivity is simply churning out more products or carrying out more services, that may not be the whole picture.

Management 67 must also determine whether the employees are happy with their work.

Are they comfortable? Or, are they getting sick, resulting in higher levels of absenteeism and more applications for sick leaves and vacation leaves? As you can see, productivity is not that simple to gauge anymore.

Management IT 101 should always begin with appropriate and thorough planning.

Involving representatives from each department of the IT organization might be appropriate at this stage, so that a holistic and multidisciplinary approach is used.

Remember the clichés: two heads are always better than one but too many cooks spoil the broth.

Strong, effective management is able to balance input from various quarters without sacrificing coherence and priorities. Requirements to Become a Production Management Supervisor for IT Computer Products For you to work in Production Management as a Supervisor for IT Computer products, you will need to a specific education and training for the job.

You need to be a college graduate in the specific IT Computer field you will be working in.

Your employer may also want to see higher educational achievement if you are aiming for the Production Management Supervisor position.

This would mean you have superlative technical skills for the position.

You also need to have strong skills at communicating the technical knowledge to both computer techies and non-IT personnel alike.

These skills will complement your management skills. — 4.

Project Closure involves the release of final deliverables to customers and hand-over project documents to the business.

It deals with how to terminate supplier contracts, release project resources, and communicate project closures to stakeholders.

Through case studies, an organization learns how a project is managed and how businesses face their challenges.

Case studies provide tips and tricks used to deliver a project successfully.

By reading the case studies, advanced project management managers will gain vital knowledge and skills. Certification of Projects in IT Management Many institutes offer certifications when you have successfully finished a course in IT Management.

The certificates are recognized globally.

Certification is open for all levels specifically in the management of IT projects.

You can use this certificate as a public credential so that others would recognize your competency and credibility in the management field; it also validates the standard of the knowledge and the skill you have acquired, which may set you apart from your colleagues.

The earned certificate indicates your achievement and commitment to your chosen profession.

You can use it for career placement, to advance to another level of certification, and to receive recognition from distinguished professionals.

You can earn this certificate are after successfully completing management exams.

The exams are given by the institute that offered the course, and they are scheduled depending on the desired date of testing. 89 Taking programs are perfect choices for certifying managers upon completion of their training.

Managers that are already certified are responsible for the promotion of their own certification.

A kit is sometimes provided by the institute to help them obtain the most of what they can get from the certification.

Certified professionals are required to be recertified after a certain period to keep or upgrade the status of their current certification.

Make sure to choose the right institute.

It must be sponsored by educational institutes and agencies that are recognized globally. How Change IT Management Is Integrated Into ITIL Security Management Change Management is a broad term used to describe handling an organizational shift from the present state to a desired future state.

ITIL Security Management means handling security concerns based on information security management best practices.

Information security includes guaranteeing that the integrity, confidentiality, and availability of the information is protected at all times.

When we talk about Change IT Management, we are also discussing the change management process (particularly when used in implementation of ITIL Security Management plans.) Implementation can be divided into several categories: classification and management of IT applications; implementation of personnel security; implementation of Secure Management; implementation of Access control; and lastly reporting. 90 To say that the ITIL Security Management has been implemented means that the whole plan has been followed as it was designed.

Another key concept in implementation would cover the Asset Classification and Control Documents.

This means listing assets thoroughly, so that security is guaranteed and can be sustained.

Personnel security would mean that all staff (or personnel) and their respective roles and responsibilities regarding security are documented based on individual job descriptions.

Security policies would be the files detailing the rules and requirements for organizational security systems.

Last, Access control pertains to handling network management with an emphasis on granting access to sensitive data about the networks and security of information infrastructure only to authorized personnel. The Software for Change IT Management Choosing the right software for IT change management is difficult but fulfilling once you find the right software you need.

You will save time improving the productivity of the project by maintaining and developing the best change management system.

You will also gain the best practices of ITIL and integrate the measures for complying with the daily management processes.

Having the right software means saving time and money by lessening or eliminating the requirement for developing resources.

The software will help your employees understand the processes 91 they are involved in.

It will also increase the efficiency for operations and the processes configuration.

The technology used by the particular software will help you improve both IT and the business.organize the processes before implementing and choose your standard from the Information Technology Infrastructure Library or ITIL.

This choice will improve the productivity for the customers and the information technology staffs.

The software will also help you adapt to the frequent changes reduce the cost of IT.

The right software really helps everyone in an organization or business regardless of the level of skills of the manager and staff.

It empowers everybody within the organization. Eliminate Your IT Problems by Hiring IT Management Consultants Everyone agrees that IT management is very important.

It helps you handle your IT needs and prevents you from spending unnecessary costs.

IT management support is vital to maintain your systems and networks.

By properly maintaining and monitoring the system, you will reduce the exposure to potential IT problems.

You don’t make light of these problems because you realize that security is an issue by simply surfing the Internet.

Consultants in IT management support you in managing your network.

They can review server logs, disk capacities and current status of servers.

They can validate your backups, guarantee restore capability, and provide you with strategy in manage- 92 ment.

Their services may include fine tuning the system and network elements.

Using the services of consultants in IT management will also allow you to customize for your needs.

Determine first your long and short term goals before the consultants begin.

Discuss with them your system or network environment, business function and user needs so that they can present you a customized solution.

Aside from this, they provide management support by regular onsite visits.

Some even assist over the phone if your primary consultant is not available.

They can support your server, desktop, and network problems anywhere.

Consultant IT management is essential as your company grows because you will always want to investigate and implement new capabilities in your IT.

Beside the convenience, it helps you prepare for a more complex and advanced technology to serve your clients better. The Advantages of Consulting IT Management Agencies IT management (or information technology) is a mixture of two functions: management and information technology.

Within the management function, you will manage the collection of infrastructure, systems, and information and you will manage the business of information technology.

IT portfolio management, one of the areas of IT management, discusses technical manuals and publications of different information technology providers.

IT management also discusses the formation of the Information Technology Infrastructure Library (ITIL).

Some executives today feel these practices are 93 important and are likely to hire consultants to present and initiate this practice in their companies.

By using help from consulting agencies in IT management, you have a greater advantage in the industry because the job of consulting agencies for IT management is to strengthen infrastructure and to make sure that your business functions properly in the event of crisis.

They also help your organization in decision making to help you achieve your business goals.

Consulting IT management agencies can help you in times of emergencies but they also prevent any system crisis from happening.

By maintaining the system on a regular basis, consultants can locate the potential problems and resolve them in advance.

In this way you can prevent emergencies form happening in the first place.

Those companies using the services of IT service providers actually save money.

Consulting IT management agencies provide you preventive maintenance, strategy and support.

Saving money enables you and your organization to grow.

You use larger technology to advance and improve productivity software and other necessary tools. The IT Management Project Course In an IT project management course, participants are taught the tools to handle project management.

Inasmuch as project management requires managing team members, the course should help participants acquire people management skills, such as team building, motivation, appraisal, and all that is necessary to manage people.

A successful project is one that is completed on time, done within the budget, delivered within the 94 committed scope, with outputs based on set criteria.

One criteria for success is customer satisfaction.

What are the characteristics of projects that drive your business? A projects is a committed action that needs to be delivered on time, meeting a set deadline.

It is a temporary undertaking with a specific objective.

Managing a project covers a project’s scope and plan to meet deliverables.

Circumstances often necessitate a shift from the regular course of project operations to a different approach.

Because of these changes, businesses need to be creative in solving problems.

They must make the process go smoothly without causing panic to the rest of the team members.

Any project has its conception and termination, and it is the IT managers who must determine when a project is to start and end.

In some cases, they might stop a project before completion depending on the circumstances.

Consequently, IT managers need to recognize when to terminate a project.completing a course in IT project management would provide them with the skills to track project performance and make the tough decisions. Book Review: Enabled IT Management Organization One concept of business success in a knowledge-based society is the creation of value with increased return.

Strategic knowledge in managing the business is a factor in the attainment of its success.

Enabled IT Management Organization is a book discusses the relation of Information Technology (IT) with strategic management.

It encourages a joint effort among the strategic and IT scholars to develop a common solution for each phase of the — IT facility management should practice synchronizing the physical work environment with the people and the goals of the company.

This should integrate the values, principles, and objectives of the company.

By choosing the right solution for IT facility management you can extend your equipment life, decrease the costs and downtime, and intensify the productivity of your department. Why You Need Financial IT Management in Your Business Financial management is very important in any business.companies today are always thinking of better ways to cut costs, so they carefully track expenses and investments.

From this, they can effectively budget and manage their finances.

IT financial management can provide an accurate report to companies delivering a cost effective stewardship of IT resources.

It is used to control, plan and, recover the costs spent on IT services.

Its goal is to account completely for what is spent on IT services and to assign these costs for client services.

IT financial management can also report on business costs for projected changes in IT services.

The processes of financial management for IT services include IT accounting, charging, and budgeting.

Financial IT management and budgeting enable your company to plan for future IT expenses.

By reducing the risks of excessive spending and ensuring your profits, you are free to cover the expected outflow.

Financial IT management enables you and your organization to enhance and improve the dependability of budget forecasts. 98 Innovative solutions can help your company improve managing your finances.

There are readily available solutions in the market that offer management information and assessment support.

These will help you connect your operating strategies with your plan.

You can consult solution support programs that can help you with the performance management and management analysis.

This can assist you in enlarging your ERP investments.

Financial IT management is designed to improve the cash flow in your business and enhance your reporting to improve your skills in decision-making. What to Look for in a Foundation Guide IT ITIL Management Service Study When we talk about a Foundation Guide IT as it pertains to ITIL Management, we mean a document you would use to prepare for the Foundation Exam in ITIL.

This helps you earn the Foundation standard certificate.

A guide could be a downloadable document or a complete class you attend in real time.

Either way, it should provide all the concepts and processes from the ITIL management field, and it should help you determine answers to questions or situations presented in the actual Foundation Certification exam itself.

It may culminate in a simulation of the exam so that you know how you would fare under actual test conditions.

To be complete, your Foundation Guide can show you how ITIL Management Service actually is implemented in a case study.

A case study is important because it can reveal IT and ITIL prob- 99 lems that others have encountered in the past as well as the solutions that they found effective.

To be helpful, the case study should be based on actual ITIL-related situations that crop up in real ITIL application conditions as used by ITIL practitioners.

When you work through an ITIL Management Service case study, you will learn how to prepare for a similar situation occurs at your business.

This means adopting a proactive approach towards technical problems; you can identify and solve problems before they can affect the clients, learn how to make ITIL Management Service solutions cost-effective, and cut down on incidents of failure of or complaints about the IT infrastructure (hopefully to zero incident level). The Foundations in IT Management Services Different foundations for IT management services can provide excellent expertise including multi-talented staffs who can then give the best customer service.

The goal of these foundations is to work with the different IT providers to build and promote quality service.

They promote leadership by nurturing each talent of the employee.

The team member that comprise the foundation are usually experienced professionals from their areas of expertise such as financial management of IT services, human resource management, and development of information systems.

Foundations hire members who are nationally and globally recognized as innovators and expert in the industry.

These experts provide a blend of unique services and experience to satisfy the objectives of the 100 clients.

These professionals have the education and experience that gives them a solid foundation on the qualification in Information Technology Service Management.

Professionals have the managerial level certificate.

The foundation offers courses that combine lectures, assignments, and examinations for individual or sometimes group work to prepare for the ISEB examination.

The courses introduce the service management of IT including the benefits and an appreciation for the benefits of IT Service Management.

The introduction is also comprised of the different disciplines and improvement program of Service Management.

Many of the different organizations willingly send and share their staff for the implementation of the course.

These foundations contribute to the success of every participant taking a course in IT Service Management. Why IT Professionals Need IT Service Management Foundation Companies today need IT service management to carry out quality service effectively for their clients.

In this generation of information technology, business industries are extremely dependent on system and application to implement various tasks in projects.

In this case, IT professionals must always advance their knowledge of the industry and learn about the latest technology.

Project team members need training in the foundations of IT service management foundation to understand the best practices of service management procedures and processes.

Also, IT professionals can earn an entry level qualification in IT Service Management if they sign up for courses and trainings.

To meet the 101 requirements for professional qualification, IT staff must work through courses like the IT Service Management Foundation.

To know the basics, IT personnel should take the Introduction to IT Service Management, an important course that covers the basics of IT management.

The foundation of IT service management includes the following topics: 1.

Introduction to Service Management 2.

Financial Management 3.

Incident Management 4.

Service Desk 5.

Problem Management 6.

Configuration Management 7.

Change Management 8.

Release Management 9.

Availability Management 10.

Service Level Management 11.

IT Service Continuity Management 12.

Capacity Management Studying the foundations of IT service management is a crucial in managing information technology.

IT organizations should not focus merely on technology and internal organization; instead, they also need to think about the quality of services they give their customers.organizations today need to concentrate on satisfying the needs of their clients.

That is why training on IT Service Management Foundations is very essential to build relationships with customers and give them the quality service they deserve. — 107 IT investment.

Their expertise in designing and deploying secure management solutions will surely optimize any organizational challenges and maximize operational efficiencies.

By outsourcing infrastructure IT management services, companies are automating the complexities and technicalities of many IT services thereby reducing business problems and lagging.

With these services always available to you, you are assured that your business is also available to your clients.

Their infrastructure IT management services will include your organization’s ultimate monitoring and control of server and storage, web services, network, and data in a secure and flexible environment. An Introduction to IT Service Management Introduction: The business industry today faces a growing problem of management, specifically in handling IT procedures.

Problems involve the efficiency, security, reliability and consistency to carry out the IT services that advances an organization’s business objectives.

Several applications already exist within a company, and some may have been acquired as products from vendors or created and developed in-house.

These applications may have been developed to resolve a particular need in the company.

Application data and business logic are seen all over the organization and throughout the huge number of system management software.

A large amount of data exists in databases, packaged applications, or even back-end systems.

The increase in open standards, computing demands, and application data are available because of external and internal availability of internet services.

IT service management is an approach that allows organizations to automate or computerize the main IT processes and to 108 provide IT services based on the best practice strategies like Information Technology Infrastructure Library (ITIL).

To manage IT processes effectively, you will need ITIL, which is the public domain description.

The IT Service Management controls the current systems management software solutions by using a custom integration plan that can be applied for combining the IT procedures and processes throughout the company.

The objective of IT Service management is to basically lessen the time required to carry out the organization’s IT services based on the policies of the company.

The IT Service Management team can trim labor costs by changing the manual processes with computerized and automated IT management. Why Practice IT ITIL Management Service? The ITIL version 3 was focused on value and business.

The ITIL management service includes strategy, design, transition, operation, and continual service improvement.

ITIL Management Services uses the word “continual” to denote continuing service without pause.

This is specifically why the new version of ITIL management is on service management; providing services requires availability all the time.

The ITIL contains the best practices in IT and has been used worldwide.

The IT ITIL management service includes network service management, operations management, management of local processors, computer installation and acceptance, and systems management.

It focuses on addressing the service support and service delivery for IT telecoms and networks.

IT ITIL service management is also responsible for coordinating customers needs and expectations with realistic costs for 109 the services.

There is a need for IT ITIL service management to document all the IT services offered.

It should provide realistic IT services that match customer needs.

The IT service performance indicators should define and monitor the quality of service required for and provided to customers.

With the IT ITIL Management Service as guide, organizations can improve providing services to their customers.

The continual service that it aims to provide would surely help organization earn a good reputation for customer service. Benefits of Attending an IT Management Course In a world run by computers, the demand for knowledge of IT management is constant.

With the rapid growth in changing technology, organizations keep abreast of the changes to remain competitive or even excel in delivery of their goods and services.

To do this, organizations should understand the importance of using information technology to be successful and keep a competitive advantage.

It is not enough that organizations know how to use computers; they should know how to use the tools to handle problem solving and increased productivity.

An IT Management course is not about programming; it is managing the organization’s IT.

Some of the IT Management course offers participants the following: 1.

To provide participants an understanding of IT and E-business framework of business organizations. 2.

To provide tools that will enable participants to understand the functions and practices of Chief Information Officer (CIO) and IT managers. 110 3.

To enable participants to identify the environment factors that affect international business. 4.

To explain why companies are engaged in outsourcing and off shoring IT and information systems. 5.

To provide participants focus on the best practices, tools and models to carry out an effective IT management system. 6.

To provide a knowledge in the creation of IT systems blueprint that would support business processes It pays to know how your IT should be managed and the tools necessary to handle problems.

It is also through the attendance of IT Management course that organizations would have find it easier to decide on matters relating to IT and its effect in the business processes. The Role of IT Operations Management How often can you say that everything is under control? What a great feeling to be assured that operations are being handled during unforeseen events.

In the normal course of operations, organizations should ensure that the processes in the delivery of product and services are efficient and effective.

This is why IT operations management includes the measurement and analysis of internal processes.

IT operations management should ensure that appropriate controls are in placed.

This includes the ability to identify, log, trace, analyze, and resolve problems that take place during the day-to-day operations.

Through this management process, the organization is protected from financial risks, operational risks, and reputation risks.

An event or problem experienced during the process should be relayed and all information be made available to IT operations personnel Then, the event or problem is processed by appropriate personnel which includes those from IT operations, 111 institution management, internal audit, fraud and loss prevention, information security, and computer security incident response teams.

Unusual events during production occur at any time.

IT management operations should always be ready to deal with the problems and events that may arise during these situations.

IT also looks to IT management operations to instill security in the IT equipment as well as in the use of its systems.

The IT management operations should ensure that production is not hampered and there is continuity in the operations.

It is in IT management operations that troubleshooting should always be ready at hand. — 112 Second, you have to protect your organization from potential threats.

There are solutions are available to resolve multiple threats such as data security, application security, internet security, physical security.

These solutions can detect threats and prevent fraud.

With the IT management security, you will be able to defend your company from any intrusion.network security and application security is very important.

That is why you have to keep ahead in the latest security solution to prevent these threats.

Third, your company needs to provide a secure access to user identities.

With the proper IT management security, you can effectively deal with identifying users and access the resources of the company.

Some IT management security solutions give you security audit reporting, centralized control to make sure that security policies are implemented, and controls identity by single sign-on authorization.

This IT management security solution has many advantages.

All organizations must monitor their security to enhance the company’s performance and protect it from threats. How IT Management Service Training Can Help You Manage Your Business Industries today need IT management to improve their networks, systems and applications.

With the advancement of technology, you need to quickly adapt quickly with the latest system in IT management.

Continuous trainings and education is needed to provide a comprehensive IT Service Management.

This will help you address the important people and components of service management.

Aside form that, this will also equip your IT professionals and management team with the accurate knowledge and skills in IT. 113 IT Service Management deals with the essential processes, people and technology of IT service delivery.

It reinvents the current process; implement new tools and change people’s attitudes and skills.

To effectively implement proper changes, IT members and staff need to recognize the basic components of ITIL.

They need to know the specific procedures and processes that are relevant to their job.

IT Service Management trainings is crucial to develop leadership, decision making and recruiting skills in a support environment.

This will help you plan, measure and use appropriate tools that are needed to determine success of your IT service.

With the help of IT Service Management it will help you understand how your operations affect and greatly contribute to the organization.

IT Service Management Training is essential to implement success in your business.

As business industries progress, it demands more from IT.

And IT organizations on the other hand are looking for ITIL( IT Infrastructure Library) Service Management approach as the best practice to provide a successful service and operation to your business. Be Big or Small Projects, IT Value Project Management Software Helps Managing projects is not all about people skills and executing plans.

You must also ensure that projects are within the budget costs as planned.

Matchbook covers, note pads, slide rules, fourfunction calculators, spreadsheet forms and graph paper as project manager tools have been replaced in managing smaller/medium sized projects with software designed to make project manage- 114 ment easier.

Nowadays, even big projects are not hard to manage in terms of cost and schedule of performance.

The IT management software is a system tool used to help project managers standardize methods for cost and schedule performance in terms of reporting projects.

With these reports, project managers are expected to establish cost/schedule information requirements as they feel necessary.

With the IT Management software, project managers are able to plan, revise, or update status and generate the data for similar projects.

IT management software includes the cost and schedule project control system which deals with internal management needs and contractual data items.

It includes identification of responsibilities, cost account selection, work authorization, scheduling with precedence logic networking, resource management, budgeting, cost accumulation, cost and schedule performance measurement, variance analysis, and reporting and change control.

The success of handling a project lies on good management and one contribution is controlling financial resources.

Over expenditure may not be a good signal for a project to continue and thus it becomes necessary to monitor costing and project performance. Strategic IT Management Towards Organization’s Goals Strategies are designed to anticipate future events.

Techniques are formulated to solve problems and respond to the goals or objectives that that organizations want to achieve.

These are all undertaken after considering what the organization wants to 115 deliver to its customers and what it expects of its employees’ performance.

Customers and employees behave for a reason.

Customers buy products and services for their own benefit.

Likewise, employees continue to be loyal and work hard for the organization for things that they value.

Success is achieved when all is done smoothly and according to plan.

The function of IT Management Strategy is to prepare dayto-day tactical operations as well as plan for long-range activities.

Strategic planning may involve change in the operations and it is in this process that some IT professionals are involved.

IT strategic management should be able to align IT goals with the business enterprise.

Management of IT strategy should realize that there is wide competition in the market industry, and strategies enable companies to compete or lead in a business endeavor.

Included in the IT Management Strategy is the process of establishing the purpose and benefits of the mission statements, vision statements, corporate values, and the process developing strategic guideposts.

These factors should be keyed into an organization’s IT management strategic plan. — sion-making processes and frameworks and tracks the effective use of resources for proper governance.

An integrated IT portfolio management can assist your company in enhancing your business performance, unleash the opportunities for development, and generate new value using strategic innovation.

The IT portfolio management includes the disciplines of Project Portfolio Management, Application Portfolio Management and Portfolio and Investment Planning.

IT Project Portfolio Management provides the framework for measuring the status of key IT initiatives throughout the project lifecycle. Creating a Strategic IT Portfolio Management Managing IT investments is not the job of the business department.

It is also not the job of the IT department.

Managing IT investments, especially now that they have become more complex and demanding, is a job for both the business and IT departments.

For your organization to get a better return of investment in their IT management process, it has to make a strategic move of managing IT as a portfolio and treat its every decision much like it treats any other decision in sales, marketing, purchasing and manufacturing.

A strategic method of governing IT investments by the organization to maximize its benefits is the very basic definition of IT portfolio management.

With this simple definition come multiple challenges in terms of proper application.

We have to understand that there is always confusion on the segmentation of IT portfolio depending on what and how it will be grouped together.

It basically stems from the fact that many projects are similar in nature and grouping them into a single segment can be difficult. 127 Many top executives, managers, and even policy makers have no clear understanding how to create a strategic IT management portfolio to maximize their investment.

When organizations invest heavily on IT, they also have to prepare for a big transformation in their overall business.

If companies are to monitor and control the cost and risks involved in project management, they must put into place the right processes and systems. Understanding Past, Present and Future Terminologies – A Common IT Management Problem In the world of IT, one common problem is keeping track of the past, present, and future acronyms and terminologies.

One way to solve this problem is for specialists in IT language to develop a model that specifies how the IT language is structured.

We need a list of specific acronyms and terminologies used.

This is why the ITIL or Information Technology Infrastructure Library has become so important and widely-accepted: it provides a common ground on which IT personnel could be trained and information could be shared on an industry-wide basis.

Without common jargon as specified by ITIL, the IT world would become messy very fast because everyone would arbitrarily come up with IT terms that only they are familiar with.

The principle of walking before you try running applies in learning IT terminologies as well.

You should be grounded in the basics before you progress to more advanced concepts.

You also 128 need to know how the industry works before you concentrate on how your own organization applies IT concepts and names these arbitrary applications.

Granted, no one can seriously be expected to know all of the existing IT terminologies.

This is why, with a common platform like the ITIL, even IT specialists come to a common ground of understanding in their line of work. How to Handle an IT Management Project Projects which are managed by highly qualified and experienced engineers or by project managers could improve more if IT is incorporated into project management.

The project personnel will only have to undergo a little more training (aside from that gained in college.) The demand of modern day technology now includes the upgrading of the human factor by training and improving the skills of management personnel.

This may be additional pressure as they also need to adapt to the pace set by new technology.

An efficient and effective project manager spearheads company success.

The introduction of new products and new services, increase of the capacity to deliver products and services, having an effective organization, and meeting specific standards are but a few of the expected accomplishments from a project manager.

All of this may seem overwhelming, but with IT management it is not impossible to attain.

Using IT project management accomplishes much more in a precise way and over a short period.

It is therefore a plus factor if a company allows its managers to get training such as this.

Such additional training would definitely optimize technical processes 129 and result in a much more efficient and better project system.

In the future, this trend may even motivate more leaders to learn how to adapt IT project management for the business – so the time to start learning and training is now.

Logically, this would also increase side benefits to people, improving their sense of accomplishment and self-confidence.

When considering a training school, look for one that provides hands-on training and workshops.

It must have an excellent and seasoned training team as well.

In addition, choose one that is tailored for the needs of the company, as in a school that specializes in building project management skills or any continuous learning in line with IT. Project Risk in IT Management Everyone agrees that technological innovation moves at a rapid pace.

While anticipating the rate of future innovations is very difficult, it is also very essential.

You face another challenge when you decide to place current technology – more costs, more risks.

Different industries seek financial alternatives concerning risk management.

There are embedded or real options aligned with the financial options you might use to make investment decisions.

You must assess these options by determining their value to the project.

The organization must design a new process framework that is risk driven and well suited for the management of the risks for the development of the software.

The management of risk in a particular project should be direct and anticipate all the doubts that endanger the project’s objectives.

Since risks lead to the delays in delivery and the over- 130 ages of the budget for the project, risk management works for the success of the project and the product. — Businesses today are dependent on information technology to manage their resources effectively.

Without the help of this 139 technology, running a business and communicating with people all over the world is impossible.

IT management solutions can assist your company and integrate new applications on your system.

This can resolve all your IT problems in your company.

Through the help of IT solutions, your organization can assess the important aspects of IT that includes security issues, technology environment, consolidation issues, and others.

IT management solutions can help you with the improvements, recommendations, and step-by-step solutions.

Midsized businesses, in particular, face several unique challenges today.

You should take care of security solutions to protect your company.

You should prepare solutions for disaster or crisis recovery – plan for the unexpected.

Aside from that, you also need service oriented structure solutions to increase the flexibility of your company.

IT management solutions provide for business continuity to make sure your organization operates smoothly.

Several IT management solutions are available in the market that are specifically designed to meet the needs organizations.

Whether you have a midsized or large business, IT management solutions are affordable and easy to install.

This solution can help you integrate with your infrastructure.

Even small businesses today need the latest technology to keep up with the business environment.

That is why getting the latest IT management solution will help midsized companies compete with business giants in the industry. Pursuing IT Management Training in 7 Strategic Technologies 140 IT certification may come in three main forms: those with sponsorship by software vendors; those with backing from vendorneutral groups; and those supported by educational institutions.

Some tech certificates are easier to get than others, though.

Seven technologies are expected to have key importance in the IT management in 2008.

The first is the CCSP certificate, which stands for Cisco Certified Security Professional.

This encompasses five exams that you must re-take every three years to keep your certification up to date.

The second is the CISSP, which is the acronym for the Certified Information Systems Security Professional.

This is a nonvendor-specific certificate awarded by the (ISC)2 organization.

The third is the SSCP, the Systems Security Certified Practitioner, which is also granted to applicants by the (ISC)2 organization.

You need to take only a three-hour exam to be awarded this certificate.

The fourth is the GIAC Security Expert certificate (also called GSE.) This is provided by the SANS Software Security Institute.

To qualify to take the GSE, you must pass three other certifications first, namely, the GSEC, the GCIA, and the GCIH.

The fifth is the Red Hat Certified Engineer (or RHCE) certificate which only covers Linux networks.

Its advanced form is the Red Hat Certified Architect (RHCA.) The sixth is the popular ITIL certificate series which starts at the Foundation level, proceeds to the Practitioner status, and culminates with the Manager certificate.

The last category actually covers certain sub-areas in IT training, such as Voice over IP, wireless networking, database administration, compliance with Sarbanes-Oxley, and compliance with HIPAA (Health Insurance Portability and Accountability Act.) 141 142 143 How to Survive in the Highly Competitive Computer Jobs Market Computer jobs are the most popular employment category today.

That’s because more and more people are learning how to use computers and how to maximize these technologies.

It is not surprising therefore to see more companies hiring people who have proficiency in computer technology.

This is also the reason why you can easily find computer jobs.

However, computer related job market is highly competitive.

You cannot land a job if you do not have enough technical proficiency.

So here are some of the most effective steps you can do to become more competitive in the computer job market.

First, you must get a certification from an established IT company.

For example, Microsoft offers certification exams for IT professionals.

When you pass this exam you will get a credential which you can use to boost your employment prospects.

Second, you need to make a niche for yourself in the computer job market.

The IT industry prefers professionals who have specific specialization.

So, if you want to specialize in desktop support, then hone your skills in this area.

You will find it easier to get a job if you are a specialist.

Third, if you have scant technical and programming skills, you have to explore computer technical writing.

This is the hottest writing job today.

Most computer programmers don’t know how to write simple documentations.

That is why technical writers are badly needed by IT companies. 144 Finding computer jobs is easy.

The difficult part is how to get hired by IT companies.

However, if you upgrade your skills and become proficient in computer technology, then there is no reason why you cannot get a computer job. Important Guidelines in Finding Executive Jobs — ______________________________________ 240 241 YOUR JOB: IS MANAGING IT : WHAT ITIL? Since its inception in the late 1980’s ITIL® has been the framework of choice for many IT organisations across the world.

In fact, it has been so popular that ITIL certification is a stated requirement in most Job Advertisements for IT related roles and the framework is taught at Universities as part of their Post-graduate and MBA programs.

As a result of industry involvement and the rapidly growing maturity of the IT industry at large, ITIL is now in its 3rd version. The ITIL V3 framework consists of a library of books that cover the 5 phases of the Service Lifecycle: Book title Content – main focus of this phase in the lifecycle Discusses the reason WHY the IT service is needed, and to what extent Service Strategy 242 the service would be needed by the customers. Service Design Design consideration and Quality criteria for the Service that is to be created AND the environment that is required to support the service to the customer’s needs.

Control and risk mitigation strategies while the new – or changed – service is moved into the Production environment.

Activities and departments that are needed to support the IT Services on an ongoing basis to the standards that have been agreed upon with the customer.

Methodologies for the ongoing improvement of the services, the IT environment and its processes. Service Transition Service Operations Continual Service Improvement One important thing to remember is that ITIL is a FRAMEWORK, it is not a prescriptive set of checklists, nor is it a standard.

The ITIL books provide the reader with guidelines on what is generally considered to be good practice (based on 20+ years of experience). 243 The processes described in the books are aimed at the management of activities in an IT organization, irrespective of company size and technology use.

The processes are completely independent of any type of hardware or software that is (or will be) available on the market. In 2005, the International Standards Organisation (ISO) published an independent standard for IT Service Management, called ISO/IEC 20000.

This standard consists of BEST PRACTICE requirements (part I) and guidance (part II) for the control and management of Service Management processes in an IT organisation.

This standard is mostly based on the ITIL Framework. 244 REASONS FOR IMPLEMENTATION The reason for the implementation of ITIL Service Management is varied, but most of the companies seem to have the desire to formalize their IT Service Management practices to achieve one or more of the following benefits: • • • • • • Improve the quality and efficiency of IT Services Comply with management or business requirements Follow global standards Reduce IT Costs Achieve regulatory compliance, or standards certification Address a specific IT Operational issue The top benefit gained from ITIL implementation is improved customer satisfaction.

Other benefits include delivery of IT services in accordance with agreed service levels and improved IT service reliability.1 245 When organisations are implementing ITIL Service Management they usually have a team of 1 – 5 internal staff working on the project on a fulltime basis.

Approx. 1/3 of organisations also use 1 – 5 external consultants to support with process design and tool implementation. Factors that contribute to the success of ITIL implementation are: • • • • • • Senior Management commitment Sufficient Funding Effective Change Management Existence of an ITSM champion Sufficient allocation and provision of ITIL training to IT staff Team commitment HOWEVER, as visualised in figure 1 below, ITIL is only a small component of IT Service Management.

The books only cover guidance on the processes, the activities and some of the associated tools and metrics.

The other components of IT Service Management are only briefly touched upon in the ITIL core guidance publications.

The other components of IT Service Management (technology, people and organisation) are a crucial part in the successful achievement of the desired deliverables and should be planned for. 246 Figure 1 247 IMPLEMENTING ITIL As mentioned in the previous paragraph, ITIL Service Management is a framework.

It is not a software application or generic tool.

This in itself brings some implementation challenges to the project organisation…

In general, products are easier to implement than frameworks.

However, when you begin to implement the ITIL framework, you’re suddenly faced with decisions about how to fit your existing process model into the ITIL view.

Given that your existing processes are embedded inside existing applications, you will be challenged to wire them together.

This will take time and a lot of workshops, discussions and heated debates! Don’t expect to find a single best answer.

You must use your training to articulate the tradeoffs of different approaches and the limits of the tools you might employ to automate ITIL-based processes.

But perhaps, most importantly, you must move stakeholders to commit to their decisions.

Because ITIL doesn’t tell people to work in just one way, people may want to hold their 248 options open as long as possible.

If you find yourself in this situation, remind your stakeholders that each project is just a step in a long journey.

You may revisit a decision in a future phase. Most companies contemplating an ITIL implementation have developed a methodology to execute projects.

Fewer companies have mechanisms for managing groups of related projects over multiple years (and don’t forget that your key people might actually change company during the time that you are working on the implementation project).

You will have to engage in ongoing awareness campaigns and education programs. Given that ITIL implementations very often span years and projects typically have shorter durations, you may want to create a team that exists beyond the lifespan of an individual project–a program group.

The program group’s responsibility is to ensure continuity of vision during the course of the entire implementation and to arbitrate conflicts between projects running parallel. 249 IMPLEMENTATION OF SERVICE STRATEGY Strategic positions are converted into plans with goals and objectives for execution through the Service Lifecycle.

Figure A outlines the process whereby positions are driven by the need to service specific customers and market spaces and are influenced by strategic perspectives as a service provider. Plans are the means of achieving those positions.

They include the Service Catalogue, Service Pipeline, Contract Portfolio, financial budgets, delivery schedules, and improvement programs.

Plans will ensure that each phase in the Service Lifecycle has the capabilities and resources necessary to reach strategic positions.

Clarity and context for the development of these is provided by the Service Lifecycle. The intent of strategy into action through Service Design, Service Transition, Service Operation and Service Improvement is translated through plans.

Service Strategy provides input to each phase of the Service Lifecycle and Continual Service Improvement provides the feedback and learning mechanism by which the execution of strategy is controlled. 250 Customer Market space Strategic perspective (Depending on Type I, II, III) — 8.

Institutionalizing the change Change needs to be institutionalized within the organization.

Many changes fail because they are not consolidated into everyday practices.

Institutionalizing change means showing how new working practices have produced real gain and benefits, and ensuring that the improvements are embedded in all organizational practices. Often the CSI team is disbanded before the working practices are institutionalized; there is danger that people may revert to old working practices, but this cannot be allowed to happen.

CSI must be a way of life, not a reaction to a failure of some description. 296 CASE STUDIES 1.

The German Air Traffic Control Real life feedback from The German Air Traffic Control2 who implemented Service Level Management in 2005 as part of their ITIL Service Management process implementation: “Today the most critical factor for IT-organization or service provider is the “full-life-support” of the business processes.

The ITIL standard is best practice method for reorganization into a customer 297 oriented service provider.

It is recommend realizing the ITIL processes via organization project.

Therefore it is necessary to work out a detail project plan. The implementation time for the ITIL processes depends on the complexity of IT-organization and on the ITIL process itself.

The experience for complex companies shows the following time periods. Incident Management 6-18 months, Configuration Management 3-9 months, Problem Management 5-8 months, Change Management 3-4 months, Release Management 2-3 months, Availability Management 4-8 months, Financial Management 6-12 months, Service Level Management 6-9 months. After the implementation of ITIL it is necessary to define the services and service modules of the IT-organization; to describe them in detail and to calculate the costs and prices for every service as well as to provide the service via Service Level Agreement.” 2.

Telecom company 298 An international telecom company3 with more than 6,500 employees and annual revenue of $4 billion in the US has the following experience: “Since the ITIL work was done in an ivory tower, the IT staff had not been on board since the project’s inception.communication problems were rampant as both the ITIL team and the IT organization struggled to create a common set of terminology and understand basic ITIL methodologies.

Actual workflows and roles proved incompatible with the ideal.

Meanwhile, the organization continued to grow, adding new lines of business for VoIP and acquiring another company.

Finally, the ITIL initiative was pulled back and assigned to IT architects for overhaul…” The total project took approx. 2 years. 3.

State Revenue Office of Victoria The Sate Revenue office of Victoria (AUS) started an ITIL implementation project4 when they decided to in-source their IT Ser- 299 vices.

SRO has approx. 450 staff, and the ITIL implementation project happened between May 2003 and June 2005.

Some of the benefits stated are: • • • • Documented IT policies and procedures to an external standard (AS8018) Greater visibility of changes Better reporting Better maintenance of in-sourced environment leading to on-going cost savings and reduced risk 300 THE IT SERVICE MANAGEMENT ITIL V3 BENCHMARK CHECKLIST Here you will find a checklist of ALL activities any IT environment performs or needs to perform in Service Strategy, Design, transition, Operation and improvement.

Many of which touch your role direct – and even more of those can be used by YOU to help grow your organization by pointing out their necessity and benefits.

Go through this checklist, check of the ones you and your organization are not doing yet – and prioritize them.

SERVICE STRATEGY – THE PRACTICE OF SERVICE MANAGEMENT 1.

Service Management is clearly defined 2.

We know what our services are 3.

We have decided upon a strategy to serve our customers 301 4.

We know which services we should offer to whom 5.

We know how we differentiate ourselves from competing alternatives 6.

We know how we truly create value for our customers 7.

We know how we capture value for our stakeholders 8.

We know how we can make a case for strategic investments 9.

Financial management provides visibility and control over value-creation 10.

We have defined service quality 11.

We know how to choose between different paths for improving service quality 12.

We know how to efficiently allocate resources across a portfolio of services 13.

We know how to resolve conflicting demands for shared resources Service Strategy Principles 302 1.

The outcomes that matter are identified and ranked in terms of customer perceptions and preferences 2.

We know what our business is 3.

We know who our customer is 4.

We know what our customer values 5.

We know who depends on our services 6.

We know how our customers use our services 7.

We know why our services are valuable to our customers 8.

We know who all the participants in the service are 9.

We know the overall patterns of exchange or transactions 10.

We know the impacts or deliverables of each transaction on each participant. 11.

We know what the best way is to generate value 12.

Our strategy captures a more timeless essence of our organization’s distinctiveness instead of just the next few years 13.

Our strategy is clear and memorable 14.

Our strategy has the ability to promote and guide action 303 — 17.

CSI is aligned with supporting frameworks, models, standards and quality systems CSI Processes 1.

We have defined what we should measure using The 7 Step Improvement Process 2.

We have defined what we can measure using The 7 Step Improvement Process 3.

We have defined data gathering (who/how/when/integrity of data) using The 7 Step Improvement Process 4.

We have defined how we process the data using The 7 Step Improvement Process 5.

We have defined how we analyze the data using The 7 Step Improvement Process 6.

We have defined how we present and use the information using The 7 Step Improvement Process 7.

We have implemented corrective action using The 7 Step Improvement Process 8.

We have defined integration with the rest of the lifecycle domains and service management processes 381 9.

We have Technology metrics in place 10.

We have Process metrics in place 11.

We have Service Metrics in place 12.

CSFs and KPIs are defined 13.

The purpose, goal and objective for the Service Reporting process is defined 14.

We have defined our reporting policy and rules 15.

We have defined our service measurement objectives 16.

We have defined our CSI policies 17.

Monitoring requirements are defined and implemented 18.

Data is gathered and analyzed on a consistent basis. 19.

Trend reporting is provided on a consistent basis 20.

Service Level Achievement reports are provided on a consistent basis 21.

Internal and External Service reviews are completed on a consistent basis 22.

Services have either clearly defined service levels or service targets 382 23.

Service Management processes have Critical Success Factors and Key Performance Indicators 24.

We have defined the Return on Investment (ROI) process for CSI 25.

The business case for ROI is established 26.

We know what the benefits are of ITIL service improvements 27.

We know how it impacts our business 28.

We know how revenue is increased with ROI 29.

We know our value on investments 30.

We know what our ROI is 31.

We know what our payback time is 32.

We know how ITIL benefits translate to business benefits 33.

We measure benefits achieved 34.

The business questions for CSI are defined 35.

We know where we are now 36.

We know what we want 37.

We know what we actually need 383 38.

We know what we can afford 39.

We know what we will get 40.

We know what we did get 41.

Service level Management plays a key role in working with the business 42.

The goal for the Service Level Management process is defined 43.

The service improvement programme is defined CSI methods and techniques 1.

We have defined methods and techniques for CSI 2.

We know the efforts and costs for CSI 3.

We have a CSI implementation review and evaluation 4.

We have CSI assessments 5.

We have defined when to assess 6.

We have defined what to assess and how 7.

We perform Gap analyses 384 8.

We have a benchmarking procedure 9.

We know our benchmarking costs 10.

We know the value of benchmarking 11.

We have defined the benefits of benchmarking 12.

We know who is involved in benchmarking 13.

We have defined what to benchmark 14.

We know what to compare with industry norms 15.

Our benchmark approach is well defined 16.

We use the balanced score card approach for measuring and reporting 17.

We use SWOT analysis 18.

We use the Deming Cycle 19.component Failure Impact analysis (CFIA) is used 20.

Fault Tree Analysis (FTA) is used 21.

Service Failure Analysis (SFA) is used 22.

Technical Observation (TO) is used 385 23.

Business Capacity Management (BCM) is used 24.

Service Capacity Management is used 25.component Capacity Management is used 26.

Workload management and demand management are used 27.

The iterative activities of Capacity Management are used 28.

Business Continuity Management and ITSCM are integrated 29.

Risk Management is integrated 30.

Problem Management’s Post implementation review delivers input to CSI 31.

All CSI activities fall under the scope of Change, Release and Deployment Management 32.

Inputs on CSIs “What do We Need” are delivered by the Service Knowledge Management system — Implementing CSI 1.

The critical roles for CSI have been identified and filled (CSI manager/service owner/reporting analyst) 2.

Monitoring and reporting on technology, process and service metrics are in place 3.

Internal service review meetings are scheduled 4.

Either the service approach or the lifecycle approach is chosen as a basis for CSI implementation 5.

Governance is addressed from a strategic view 6.

The IT service Management program initiative is defined 7.

The business drivers are defined 8.

The process changes are defined 389 9.

CSI and organizational change is underpinned by Kotter’s change management best practices 10.

We have a communication strategy and plan 390 CONCLUSION There is a lot more to implementing ITIL Service Management than meets the eye.

The ITIL Framework is quite large and at first may be daunting to the IT Director or CIO who is investigating the implementation of the framework in the IT organisation. The first step is to understand the current situation.

Where are we now? What is our current state of affairs? What can stay, and what has to change? This is also the time when your team will create the vision for the future: where do we want to be? What type of IT organisation do we want to be, and what level of maturity is required? The planning stage of an ITIL Implementation project can last anywhere between a month and a year.

However, without this solid planning phase the outcome of the project will most likely be at risk. 391 Based on the outcome of this assessment a long term plan can be painted as well as a selection of the first few processes that will be improved and implemented. The design and documentation of the new processes is a (relatively) easy task.

The biggest challenge is to create processes that support the overall business vision of the IT shop, and have the full backup and support from the IT staff on the floor.

Because ultimately they need to work with the new and improved processes.

Creating a new series of process documents that nobody will read is a waste of money, time and effort.

The challenge is to create a series of processes that are adopted by all IT staff in the shop and actively used for the delivery of IT Services to the customers. The benefits are achievable, and very tangible for most organisations.

But only when you realise that implementing this framework is a lot more involved than a simple technology implementation.

We are dealing with management processes and the adoption of improved processes by people…

And that takes time. 392 INDEX* A access control 89-90, 330 Access Management applications 373 Access Management process 355 Access Management Roles 371 acquaintances 16, 18, 30 acronyms 127, 140 action, program of 64 activities, operation 348 administration 44-5, 53, 340 administrators 118, 125 ads 19, 192, 224 advancement 26-7, 30, 42, 106, 112, 132, 211 age 26, 39, 60, 130, 169, 197, 203 agencies 21-2, 89, 93, 103, 134, 148-9, 156, 158, 187, 204, 222, 238 government 52, 158 placement 222-3 temporary 204 agents 157, 280-1 agreements 33-4, 43, 122 aligning 104, 125 aligning service transition plans 338 alignment 251, 260, 338 analysis, initial Business impact 318 announcement 162-3 anxiety 222-3 applicants 21, 24, 30, 140, 146-7, 157-8, 160-3, 166, 172, 174, 177-8, 180, 182, 186-9, 195, 216 [3] application data 107 Application Development 329-30 application forms 22, 24, 157 application letter 150, 171-2, 181, 200-1 Application Management 329 Application Management Documentation 370 Application Management function 355 Application Management Lifecycle 370 Application Management Metrics 370 Application Management Objectives 370 Application Management Principles 370 Application Management Role 370 application portfolio 329 Application Portfolio Management and Portfolio and Investment Planning 126 application security 112 Application Services Library (ASL) 62 applications 7, 23, 29, 39, 45, 60, 67, 89, 107, 138-9, 157, 170-2, 204, 221-2, 280, 329-30 [14] 393 contract management 43-4 path management 39 Applications and Service Portfolios 329 Applications Management Roles 371 approx 244, 297-8 Art of Service program of EXIN 36 ASL (Application Services Library) 62 assessment 134, 203, 258, 273, 275, 390 Asset and Configuration Management activities 343 asset management 4, 48-50, 63, 71, 80-3 asset management programs 83 asset management provider 81 asset management software 6, 71-2 asset management support 6, 83-4 assets 6, 34, 41, 48-9, 80-4, 96-7, 122-3, 180, 190, 304, 312, 314, 328 associations, professional 20, 31, 205 audit tools, database management 352 authority 27, 30, 36 Automating core processes 104 automation, asset management uses 49 Availability Management 101, 296 defined 323 Availability Manager roles 332 Available Jobs Employment Online 12, 191 B Balanced Scorecard 261 basic concepts 73, 223, 321, 323-6, 341, 343, 345-6, 358-9, 361-3 basics 101, 127 BCM (Business Capacity Management) 384 Beginners Information Technology Service Management 62 being 13, 33, 70, 110, 125, 137, 151, 165-6, 169-70, 173, 206-7, 216, 220-1, 224, 275, 277-8 [6] benchmark 36, 378, 383 benchmarking 383 benefits 2, 8, 26, 29-31, 51, 81, 84, 100, 109, 115-16, 123, 126, 132, 243, 293-4, 298-9 [23] Benefits of Project Case Studies 7, 87 Best Part-Time Job 11, 172 best practices 3, 40, 50, 85, 89-90, 100, 108, 110, 113, 137, 242, 349, 388 Best Services function 120 BIA 255-6 bid 148 BISL (Business Information Systems Library) 62 boards 20, 224-5, 297 local employment 155 boss 161-2, 214 budget 65, 77, 93, 97, 119, 130, 135, 248, 269, 318, 353 organization’s 84 — 403 finances 4, 43, 58, 97-8 financial crisis, global 10, 164 financial management 35, 97, 99, 101, 256, 296, 300, 308, 318 Find Jobs 11 Find Jobs Online 10 Find Jobs Online Finding 160 Find Jobs People 178 Find Local Jobs 10 Find Local Jobs Finding 153 Find Online Help Wanted Jobs 10, 144 firms 27, 50, 125, 204 large 27 flying colors 12, 201 focus 23, 101, 104, 120-1, 123, 173, 185, 213-14, 240, 261, 307 manages business 104 formal training 70 format 24, 86 business letter 25 format resumes 178 forums 20, 146, 162, 212, 287 Foundation Guide 7, 98-9 foundations 7, 86, 98-101 framework 62, 104, 126, 136, 240-1, 246, 379, 389 fraud 111-12 FTA (Fault Tree Analysis) 383 full time job 12, 166-7, 172, 200-1, 213 functionality 44, 276, 279, 319, 334 functions 5-6, 45-6, 53, 56, 61, 63, 65-6, 72, 86, 92, 96, 102, 109, 11516, 120, 123-4 [4] business core 213 human management 68 management value 117 organizational 138 service desk 355, 369 G gateway 194, 196, 210 General Management and Information Technology 4, 45 German Air Traffic Control 295 Getting Entry Level Jobs for College Graduates 12 Getting Entry Level Jobs for College Graduates Entry-level 193 Getting Government Jobs 10, 157 globalization 42, 46 goals 5, 22, 26, 29, 61-2, 64, 69-70, 75-7, 97, 114-17, 119-20, 320-3, 325-6, 340, 342-6, 358-61 [25] highest career 70 organizational strategic 116 organization’s 8, 114, 116 professional 193, 201 ultimate 62, 105 404 goods 60, 109 governance 7-8, 82, 103-5, 125-6, 259, 317, 387 government 145, 158, 168 graduates, hardcore business 215 graphics 25 ground, common 127-8 groups 20-1, 49, 76, 103, 124, 143, 151, 275-6, 290, 334, 355, 357, 365-6 niche 151 professional 159 GSE 140 guidance 3, 242, 244, 265 guide 3, 12, 24, 32, 98, 109, 116, 145, 149, 190, 193, 199, 208, 221, 223 Guide to Getting Entry Level Jobs 12, 193 H handling network management 90 hardware 33, 37, 40, 43-4, 48, 59, 71-3, 75, 82, 117, 124, 133, 137-8, 242, 330 hardware asset management 48 Harvard Business School 289 headhunters 5, 51-2 highlight 104, 152-3, 161, 177 Highly Competitive Computer Jobs Market 9 Highly Competitive Computer Jobs Market Computer 142 hiring, companies approach 3 hiring managers 152, 182-3, 189, 216 hiring process 155, 186 home 25, 144, 148, 186, 214 Home Jobs Work 214 Hot Online Jobs 10, 147 Hot Tips to Build Lasting Careers 11, 167 hours 29, 31, 148, 166, 181 flexible 208 HR 267, 269 HR managers 161 Human Resource Manager 170 Human Resources Management 151 Hybrid Organization Structures 371 I IAEWS (International Association of Employment Web Sites) 151 impact 78, 120, 134, 164-5, 170, 255-6, 266, 272, 275, 277, 341 implementation 13, 33, 53, 66, 73, 81, 89-90, 100, 103, 106, 135, 243-4, 247, 259, 318, 389-90 [4] Implementation of Service Strategy 13 IMPLEMENTATION of SERVICE STRATEGY 248 implementation process 257 implementation project 247 Implementing Service Design 13, 254, 257 Implementing service management improvements 293 405 Implementing Service Management Technologies 277 Implementing Service Operation 13, 272, 374 Implementing Service Transition 13, 265, 353 implications 164-5, 311, 313 Important Guidelines in Finding Executive Jobs 10 impression 200, 207-8, 221 Improvement Process 259, 379 7-step 378 improvements 74, 139, 241, 250, 259, 261, 293-4, 299, 310 inception, project’s 297 Incident and Problem Management process 354 Incident Closure process activity 360 Incident Escalation process activity 360 Incident Identification process activity 359-60 Incident Management 101, 278, 296 defined 360 Incident Management Roles 371 Incident Management technology 372 Incident Prioritization process activity 360 Incident/Problem Management 275 incidents 61, 99, 255, 276, 278-9, 313, 325 indeed.com 147, 194, 197 individuals 76, 134, 174-5, 183, 187, 189, 191, 273 industry 27, 47, 52, 66, 69, 72-4, 93, 96, 100, 105-6, 122, 124, 129, 139, 174-5, 191 [11] influence businesses 46 information 2-3, 20-1, 24-5, 27, 29-30, 38, 47, 54-5, 130-1, 149-50, 1846, 188, 198-9, 223, 261-2, 366 [20] defined Availability Management’s 323 asset 49 background 26 important 24, 184, 188 interviewer 29 operations-related 68 personal 68, 175, 187 information infrastructure 90, 105 information life cycle management 39 information management 106, 361 information Management 347 defined Access Management’s 364 defined Capacity Management’s 322 defined Event Management’s 359 defined Incident Management’s 360 defined Information Security Management’s 326 defined Problem Management’s 363 defined Service Continuity Management’s 324 defined Supplier Management’s 327 Information Management and Systems 52 information security 89, 111 information security management 89, 368 406 Information Security Management’s Management of security 325 Information Security Management’s Security Controls 325 Information Security Policy Management System 325 information systems 33-4, 53, 84, 99, 110 information technology 4, 32, 44-6, 53, 60, 66, 69-71, 73-6, 79, 92, 94, 100, 109, 121-3, 132-3, 219 [1] managing 101 information technology industry 71, 77 Information Technology Infrastructure Library, see ITIL Information Technology Jobs 13, 219 Information Technology Management 70 Information Technology Manager 32 information technology providers 92 Information Technology Service Management 100 information technology staffs 91 Infra-structure Management Services 106 infrastructure 53-4, 71, 77-8, 92, 99, 102-3, 107, 139, 270, 316, 356, 365 infrastructure management 8, 106 infrastructure management services 106 Initial Diagnosis process activity 360 input 61, 95, 182, 248, 255, 273, 290, 311, 340, 342-7, 352, 384 Inputs 321-5, 327, 345, 359-62, 364, 384 Insider Tips to Find Jobs Online 10 Insider Tips to Find Jobs Online Finding 160 installation 33, 73-4, 352 institutes 88-9 Integrated CMS 372-3 Integrated Service Management Technology 372 interests 20, 22, 25-9, 146-7, 161, 188, 192, 197, 199, 201, 203, 214, 233 interfaces 83, 95, 269, 279, 321-5, 327, 334, 338, 355, 359-62, 364, 377 inter-process 340, 342-7 Interim Change Management 281 International Association of Employment Web Sites (IAEWS) 151 International Organization for Standardization 36 International Standards Organisation (ISO) 36, 242 internet 122, 146, 212, 220 Internet 10, 19, 21, 25, 30, 78, 91, 145-6, 153-5, 160, 162-3, 170-1, 174, 179, 186, 191-2 [3] Internet job 188-9 Internet Jobs Welcome Job Seekers 11, 188 Internet/Web Management Mainframe 368 internships 12, 22, 200-1 interview 3, 18, 21-2, 25, 28-9, 151, 160-1, 165-6, 171-2, 181, 188, 190, 194, 196, 201-2, 220-2 [2] informational 19 job employment 201-2 interview process 183 dreaded 165 interviewers 20, 28-9, 161, 165-6, 169-70, 200-1 Introducing Service Transition 265 407 introduction 53, 66, 100, 128, 135, 263, 265-6, 284, 365 Introduction to Service Management 101 inventories 63, 72, 82-3, 96, 132-3 inventory management software 48 inventory management system 47-8 Investigation and Diagnosis process activity 360 investments 8, 33-4, 37, 40, 44, 54, 56-7, 59, 80, 97, 102-4, 106-7, 1257, 132, 217, 314 [1] ISC 140 ISO (International Standards Organisation) 36, 242 ISO/IEC 36, 242 IT-dependent companies 63 IT-Enabled Services 151 IT-organization 295-6 IT Service Management (ITSM) 4-5, 7-8, 13, 36, 54-6, 58-9, 62, 65, 100-1, 107-8, 112-13, 119-20, 242-4, 257-8, 263, 386-7 [3] italics 25 ITIL (Information Technology Infrastructure Library) 13, 54, 62, 65, 90-2, 108, 113, 127-8, 240-1, 244, 246, 295-6 ITIL certification 36, 240 ITIL implementation 243-4, 247, 296, 298 ITIL implementation project 297 ITIL Implementation project 389 ITIL management 108 ITIL Management 7, 98 ITIL management field 98 ITIL management service 108 ITIL Management Service 8, 99, 108-9 ITIL Management Service case study 99 ITIL Management Service solutions 99 ITIL Management Service Study 98 ITIL Management Services uses 108 ITIL process approach 36 ITIL processes 296 ITIL Security Management 89-90 ITIL Security Management Change Management 89 ITIL Security Management plans 89 ITIL service improvements 381 ITIL service management 108-9 ITIL Service Management 243, 246 ITIL Service Management process implementation 295 ITSM, see IT Service Management ITSM process roles 287 ITSM processes 261 ITSM support tools 277 ITSM tools 278, 281 J job alerts 197-8 job applicants 177-8, 180-2, 187 408 job applications 172, 184, 202 Job bank 10, 147, 151, 160, 197 job boards 13, 19, 22, 144, 152-3, 181, 224-5 job career 206 dream 12, 205-6 job description 11, 25, 90, 143, 149, 151, 169-70, 227 job employment 12, 201 job finder 11, 179 job hunters 143, 155, 196 job-hunters 224-6 job hunting 12, 19, 146, 150, 160, 184, 195-6, 206-7 job-hunting 225-6 job listings 19-20, 145, 151, 175-6, 179, 186 best 175, 178 good 175, 178 reliable 175 job management 117-18 job management system 117-18 job market 118, 142, 152, 159, 177, 185, 193, 208, 228 hidden 11, 16-17, 185 job network 16-17, 160 job openings 17, 19, 21, 159, 162, 174, 177-8, 180, 185, 206-7, 209, 216, 237 executive 143-4 international companies post 145 job opportunities 12, 16, 21, 159, 175-6, 189, 191, 210, 215 hidden 10, 159-60 job placement services 21 job postings 160, 162-3, 224 job process 204 job search 11-12, 20, 52, 143, 146, 170-1, 186, 194, 197-8, 220-1 job-search 191 job search engines 13, 147, 170-1, 186, 197, 225-6 job search methods 4, 17-18 job search resources 186 job seeker plans 179 job seekers 10-11, 16-17, 20-1, 143, 147, 152-3, 171, 174-6, 178-80, 183-5, 187-8, 190-1, 194-8, 220 Job Service 20 job sites 174-6, 178, 181, 184, 186, 212 free 176, 181 non-free 11, 176 popular 175 job skills 230 job titles 23-4, 53, 147, 206 job vacancies 147, 205, 210, 212 job websites 12, 197-8, 205, 212 jobs 3-5, 10-13, 16-20, 22-31, 67-8, 117-20, 126, 142-51, 158-61, 16791, 193-207, 219-22, 225-7, 229-33, 235, 237-8 [13] administrative 171 409 available 144-6, 150, 152 best 16, 170-1, 198 competitive 147 computer 142-3 contracting 156 dream 150, 200, 204 engineering 227 entry-level 193-4 executive 143-4 fitting 163 full-time 196 fulltime 200-1 government 158, 197 hidden 4, 16 home 12, 214 international 145 local 145, 153-4 low-paying 193 mediocre 168 next 229-30, 232, 235, 237 office 144, 153 open 18, 185 part-time 70, 224 perfect 209 post 160, 162 posting 162-3 real 175-6, 178 right 144, 147, 150, 220 stable 207 telecommuting 181 temp 10, 155-6 temporary 156 Jobs Careers 11, 180 jobs employment 191 overseas 191 jobs importance 29 jobs list 145, 153 Jobs Management 8, 117 jobs online 11, 145, 160, 179, 186 jobs requirements 22 Jobs Search Efforts 10, 146 jobs services 143 jobs sites 145 jobs website 220 jobseekers 162 jobsonwallstreet.com 152 Joining community organizations 207 junior level management 143 jurisdiction 56, 82 justification 266, 369 410 Justification of Service Transition 353 Justifying Service Transition 266 K Key performance indicators 335, 340, 342-7 keywords 20, 25, 147, 161, 197 Know-ledge Management 347 knowledge 3, 34, 61, 65, 70, 88, 95, 100, 109-10, 112, 121, 135, 199, 208-9, 283-4, 346-7 [6] Knowledge Management 121-2, 347 knowledge management process 346 knowledge management project 121 Knowledge Management Strategy 347 knowledge management system 347 knowledge management tools 386 KPIs defined Access Management’s 364 defined Availability Management’s 323 defined Capacity Management’s 322 defined Event Management’s 359 defined Incident Management’s 360 defined Information Security Management’s 325 defined Problem Management’s 363 defined Service Catalogue Management’s 321 defined Service Continuity Management’s 324 defined Supplier Management’s 327 L labor market 168-9 labor unions 20 language 64, 76, 127 latest trends 4, 41, 46, 111, 146 leaders 69, 86, 116, 129, 135 leadership 32, 35, 45, 69, 99, 113, 119, 135, 260, 289 leadership skills 70, 135 letters 18, 22, 24-5, 150, 180, 187-8, 191, 194-5, 198, 200 Level Manager 286 levels managerial 27, 70 service outage 256, 335 liability 2, 41, 50 libraries 19, 26-7, 31, 240 licences 277-9 dedicated 278-9 life cycle 4, 38, 49, 103 life cycle management 48-9, 82 life cycle process 82 lifecycle 240, 250, 258, 337, 339, 354, 376 lifetime 170, 193 listings 19, 174-5, 181, 191, 205, 352 411 bogus jobs 175 Local jobs list 153 local processors 108 location 23, 26, 63, 83, 147, 181, 186, 197-8, 203, 281, 303 target 281-2 log 110, 279, 282 Long-term projections of employment 27 lots 145, 147, 150, 155-6, 158-60, 162-3, 209, 211-12, 215 M magazines 26-7 maintenance 32-4, 53, 65, 73-4, 84, 95, 117, 124, 284, 357 preventive 50, 93, 96 Maintenance Management 64 maintenance management problems 63 maintenance service 63 Major outputs 330-1 Major Problem Review process activity 362 management 4-9, 37-8, 40-8, 56-7, 59-61, 65-9, 73-4, 79-82, 87-9, 91-3, 97-8, 101-5, 107-10, 114-17, 119-21, 136-8 [24] complete 136 content 121, 351 contract 43, 326 contractual 334 cost 71, 120 department 70 direct 34 disposal 49 effective 66-7, 116 efficient 43 engineering 41 facility 96-7 general 45 inform 117 institution 111 inventory 4, 47-8 investment 80 mainframe 367-8 materials 96 meta-data 105 metadata 8, 105-6 network 35, 367 operation 60 practice 35 process 70 product 39 quality 58, 130 senior 291 stakeholder 349 storage 38 412 strategic 94, 115 test 351 management activities 106 defined Generic Technical 369 management agencies 7, 92-3 management analysis 98 Management and Business Impact 4, 37 Management Applications Microsoft 102 management challenges 5, 63 management challenges head 63 management checklists 330 Management Choosing 90 Management Consultants 91 management control 258 management courses 46 management decisions 37 management department 70 management documents 85 management duties 71 management field 88 management function 92 management information 98, 282 Management Information System (MIS) 35, 45, 52-3 management information technology 38 Management IQ and EQ 66 Management job 51-2 management life cycle 38 management lifecycle 51 management metrics 121 Management Metrics Service Metrics 121 Management MIS 5, 52 management module 278 Management of Data/information technology 328 Management of Data resources 328 Management of data standards 328 Management of information processes 328 Management of software licensing 82 management operations 111 Management Organization 7, 94 clear Application 370 clear Technical 369 Management Outsourcing 122 Management Oxley Risk Sarbanes 6 Management Oxley Risk Sarbanes Section Solution 78 management partners 51 management per se 119 management personnel 128 management policies 74 management Policies 345 Management Policy 6, 73 — 424 one-page 24 pluck 143 public 146 ready-made 198 scannable 25 searchable 152 submitting generic 143 submitting online 198 video 219-20 well-crafted 145 resume analysis 170 resumes online 20 Return on Investment, see ROI revenue 38, 45, 48, 307, 381 Review Actions process activity 358 revisions 169 risk evaluation management 350 risk management 42, 65-6, 77-8, 103, 119, 129, 133-4, 256, 346, 384 Risk Management Essentials 6, 77 risk management procedures 77 risk management techniques 78 risks 28, 42, 65-6, 77-9, 119-20, 129, 133-4, 176, 250-1, 254-7, 271, 2756, 307-8, 321-4, 359-61, 363-4 [24] downtime 42 operational 110 potential 42, 54, 103, 130 unmanaged 134 Risks in Service Operation 374 road 12, 199 ROI (Return on Investment) 356, 381 roles 8, 46, 53, 110, 121, 170, 240, 268, 286-7, 297, 299, 319, 332, 350, 369, 384 [1] defined Application Management 370 clear Service Desk 370 service knowledge management 385 service manager 385 service owner 349, 385 service test manager 350 rollout 281-2 room 30, 76, 138, 215 S SACM 342-3 salary 26, 29-31, 158, 193, 203, 211 sales 29, 124-6 Sales/Trade/Business/Retail/Merchandise 151 Sarbanes-Oxley Act 39, 78-9 scenarios 64, 161, 165, 311 schedules 61, 103, 114, 118-19, 130, 211, 251-2, 277, 319 scheduling 58, 60, 95, 114, 130, 273, 281 425 school 46, 129, 135, 168, 193, 217-18 SCM and Service Knowledge Management Systems 270 scope 50, 77, 94, 132, 340-3, 345-6, 360, 384 defined Access Management’s 363 defined Availability Management’s 322 defined Capacity Management’s 321 defined Event Management’s 358 defined Incident Management’s 359 defined Information Security Management’s 325 defined Problem Management’s 361 defined Service Catalogue Management’s 320 defined Service Continuity Management’s 323 defined Supplier Management’s 326 Scope of Service Operation 354 Scope of Service transition 337 scripts 330, 366 search 13, 18, 20, 25, 39, 85, 144, 147, 149, 153-4, 161, 186, 196-7, 212, 220-1, 225 [9] internet 20, 205 search engines 212, 225 Search for Jobs Online 11, 186 searching 12, 50, 144, 161, 170, 183-5, 191, 195, 199, 204, 208, 210 seasonal jobs 12, 155-6, 208 Seasonal Jobs Seasonal 208 Secure Management 89 security 34, 62, 73-4, 90-1, 107, 111-12, 116, 124, 269, 276, 325 security framework 102 security management 86 defined Information 325 security management tools 386 Security Manager roles 333 security processes 56 security risks 49, 276 security services 136 security systems 7, 86, 111 organizational 90 seeking advice 10, 163-4 selection 33, 166, 257, 390 seminars 9, 70, 79, 134-5 senior management ranking 137 Ser-vice Knowledge Management 384 Ser-vice Management Training 36 Server Management 367 servers 32, 44, 56, 72, 91-2, 107, 138 service adoption 307 service analytics 313 service approach 387 Service Asset 314 Service Asset and Configuration Management process 342 Service Asset Manager role 349 426 Service Capacity Management 384 Service Capacity Management sub-process 321 service catalogue 248, 253, 308, 315, 334, 378, 386 customer-facing 378 Service Catalogue Manager roles 332 Service Continuity Management 101 defined 324 Service Continuity Management’s Stage 324 Service Continuity Manager roles 333 Service Continuity Planning for ITSM Support 373 Service Continuity-type 276 service costs 81, 334 service delivery 42, 105, 108, 113 excellent 120 service Design 319 improving 254 Service Design and Service 276 Service Design and Service Transition 276 Service Design and Transition 374 Service Design Manager roles 332 Service Design Principles 318 Service Design Process Implementation Considerations 334 Service Design Processes 320 Service Design Requirements 253 Service Design Technology Considerations 333 service designs 251-2 Service Desk 101, 120, 278, 318, 369, 373 Service Desk and Operation capabilities 250 Service Desk Metrics 369 Service Desk Objectives 369 Service Desk Organizational Structure, clear 369 Service Desk Staffing 369 service disruption 255 Service Economics 307 Service Evaluation terms 346 Service Failure Analysis (SFA) 383 service group 313 Service Improvement Plan (SIP) 259, 378 service improvement programme 382 Service Improvements 250, 261, 265, 376 service inefficiencies, greatest 307 Service Knowledge 350 Service Knowledge Management System (SKMS) 270, 334, 347, 351 Service Knowledge Management Systems 334, 347 Service Level Achievement 380 Service Level Agreements, see SLAs Service Level Management 101, 263, 269, 296, 382 implemented 295 Service Level Management and Business Relationship Management processes 288 427 Service Level Manager roles 332 Service Level Requirements, see SLRs service levels 33-4, 132, 243, 251-2, 273, 313, 315, 378 defined 380 service life cycle 136 service life-cycle 249 service lifecycle 240, 248, 252, 286, 333 Service Lifecycle and Continual Service Improvement 248 service lifecycle stages 338, 355, 377 service loss 255 service management 8, 13-14, 54, 58, 62, 65, 100-1, 107-8, 112-13, 120, 244, 255, 299, 315, 337, 354 [3] handling 62 implementing ITIL 244, 389 net-work 108 service management approach 113 service management capabilities 250-1 Service Management Foundations 100-1 service management plans 249 service management procedures 101 Service Management processes 242, 257, 379, 381 service management software 54-5 service management systems 250 service management tools 59 Service Management Training 113 service measurement baselines 378 service measurement objectives 380 service measurements 316 Service Metrics 380 service models 252 improved 251 service modules 296 service objectives 356 Service Operation 14, 241, 253, 272-6, 354, 368-9, 374 Service Operation and Project Management 274 Service Operation and Service Improvement 248 service operation audits 367 Service Operation Requirements 253 service operation staff 355 Service Operation Technology Considerations 371 service organization 308 Service Owner and Reporting Analyst 286 service package 267, 378 service performance indicators 109 service performance monitoring tools 386 service periods 256, 335 Service Pipeline 248 service portfolio 249, 252-3, 300, 315, 318-20, 334, 378 service Portfolio 320 Service Portfolio and Service Transition 264 428 Service Portfolio Management 308 Service Portfolios 329 service program 36 service provider organizations 265 service providers 49, 62, 93, 135, 248, 250-1, 265-6, 303, 305, 311, 377 multiple 313 oriented 296 service provision 65, 258, 273 service quality 62, 300, 345 defined 300 service reliability 243 service request 313 Service Requirements 319 service review meetings 387 service specifications 356 service strategies 252 Service Strategy 13, 240, 248-9, 252-3, 299, 303 Service Study 7 service support 108 service training provider 79 Service Transition 14, 241, 257, 264-71, 311, 337-8, 340, 344-5, 348-9, 353 designing 267 service transition exercise 265 Service Transition Manager role 349 service transition plans 318 service transition preparation activities 340 service transition processes 265-6 improved 265 Service Transition Requirements 253 service transition Service Transition Processes 339 Service Transition Technology Considerations 351 service transitions 339 Service Transition’s role 348 Service Utilities 338 Service Validation 345 Service Validation and Testing process 344 service varieties 305 Service Warranties 338 services 20-2, 45-6, 53-5, 96-7, 106-10, 122-3, 240-1, 248-51, 253-8, 299-301, 303-10, 313-20, 333-5, 337-9, 354-7, 378 [48] asset recovery 81 basic 49 candi-date 311 changed 256, 265, 315, 337 client 97 co-location 136 consumed 307 continual 109, 286, 307 cost of 123, 355 429 exact 123 government 158 improved 265 inadequate 266 internet 107 liquidation 81 live 271, 284 local 154 management metrics 8, 122 management portfolio 125 new 128, 256, 263, 318 online job 146 online job recruitment 143 online recruitment 143 operational 257 professional recruitment 143 public 158 quality 33, 46, 99-101, 120, 266 regular 81 state employment 20 telecommunication 33 transitioned 268, 271 unique 100 web 107 Services, Kelly 149 services cost 307 set 24, 35-6, 40, 69, 71, 74-7, 82, 87-8, 103, 118, 148, 154-5, 167, 169, 258-9, 263 [8] setup 74, 211, 213-14 SFA (Service Failure Analysis) 383 Shared Licences 278-9 shop 390 Sigma 136-7, 262, 335 SIP (Service Improvement Plan) 259, 378 sites 20, 47, 145-6, 148, 151, 153-5, 160, 162, 171, 175-6, 179, 181, 194, 198, 212 skills 19-20, 22, 24, 29-30, 53, 57-8, 69, 88, 112-13, 119-20, 132-4, 1423, 192-3, 195-7, 206-8, 217 [21] special 23, 156 technical 67, 121 SKMS (Service Knowledge Management System) 270, 334, 347, 351 SLAs (Service Level Agreements) 254, 256, 263, 296, 315, 334, 378 SLRs (Service Level Requirements) 254, 256, 318, 335 Small Projects 8, 113 social networks 206-7 software 5, 7, 32-3, 37, 40-1, 44, 48, 63, 73-5, 80-2, 90-1, 124, 129-30, 137-8, 280, 282 [10] right 90-1 software applications 72, 246 Software Asset Management 48, 82 430 software components 69, 71-2 software solutions 59, 96 systems management 108 software support 83, 131 software tools 55 soliciting involvement 33 solutions 34, 45, 59, 62, 70, 87, 96, 98-9, 111-12, 132-3, 139, 305, 320 solving business problems 53 specialist Capacity management consultancy 280 specialists 58, 61, 64, 80, 122, 127-8, 142 spider 4, 16-17 spot 12, 169, 191, 209 stability 163, 272 staff 20, 31, 37, 44, 54, 59, 90-1, 100-1, 106, 113, 124, 130, 278-9, 2824, 297-8, 390 [9] Stages of Introducing Service Transition 265 stakeholder management strategy 349 stakeholders 61, 88, 247, 260, 269, 287, 291, 300, 315, 339 start 6, 24, 30-1, 43, 68, 70-1, 85, 94-5, 170, 179, 181-2, 198, 205-6, 209, 214, 286 [6] start perusing 179, 181 Start Right Early on Resumes 180 state employment service centers 21 State employment service office 20-1 status 89, 91, 119, 126, 131, 187, 199, 343, 365-6 Step Improvement Process 379 steps 10, 22, 24, 30, 40, 66, 76, 78, 95, 134, 199-201, 232, 235, 237, 289-90, 379 [11] Steps to Find Local Jobs 10 Steps to Find Local Jobs Finding 153 storage services 136 strategic options 311-12 Strategic perspective 248-9 stress, data management experts 39 studies 46, 57, 70, 79, 85, 87-8, 99, 223 case 13, 85, 87-8, 99 short 6, 75 style 24 subjective business 3 subjects 23, 135, 168, 293, 303 success 3, 12, 18, 27-8, 51, 57, 66, 68, 84-5, 94-5, 113-16, 120-1, 134-5, 199, 261, 263-4 [10] Success Factors and Risks 322, 359-61, 363-4 Success Factors and Risks Service Design Technology 327 Successful Business 5, 60 Successful Change 274, 374 Suggested Guidelines of Employment Services 11 supervisors 58, 67-8, 71, 201, 216 Supplier Management 318 defined 327 431 Supplier Manager roles 333 suppliers 34, 38, 81, 87, 122, 275-6, 280, 326 external 268 support 32, 35, 37, 44, 46, 49, 53, 65, 80, 83-4, 92-3, 124-5, 241, 304-5, 312, 390 [10] customer contact 148 support business 303 support business processes 110 support company goals 37 support CSI 386-7 support CSI activities 386-7 support service transition 349 support services 51, 267 support staff 271, 279, 281 Support Tools 373 system applications 54 system management software 107 system manages 117 system resources 330 system tools 114, 351 systems 5, 8, 32-4, 52-6, 58-9, 62-4, 78-80, 91-3, 111-12, 115-16, 118, 132-3, 138-9, 334, 338-9, 365-6 [16] improvement 262-3 official employment information 21 operating 74, 102, 273 operational 33 organizational 122 systems management 108 T team 61, 70-1, 76, 85, 105, 124, 201, 244, 247, 268, 290, 355, 357, 389 team members 35, 47, 54, 75-7, 94, 99 Technical Management Documentation 369 Technical Management function 355 Technical Management Metrics 369 Technical Management Objectives, clear 369 Technical Management Roles 369, 371 technicians 70, 77, 161 techniques 47, 96, 103, 114, 172, 288, 321-6, 328, 333, 345, 382 requirements investigation 327-8 technology 7, 32, 46-7, 53-5, 62, 65, 75-7, 80-1, 84, 95-6, 100-1, 111-13, 122-3, 128-9, 138-40, 356 [23] advanced 27, 68, 92 changing 109 computer 115, 142-3 strategic 9, 105-6, 139 technology advances 42, 106 technology management 58, 74 data information 68 Telephone 30 432 templates 50, 95 computer maintenance management procedures 49 temporary employment 12, 213 tenure 41 term goals, long 308-9 term strategies, long 258 terminologies 9, 127-8, 297 test environment management 270, 350 thinking 3, 97, 164, 167, 199 threats 8, 78, 112, 167 potential 42, 111-12 Threshold management 322 TI services 55 tiers 38-9 time 17, 41, 52-3, 57-8, 85, 93-4, 108, 118-19, 129-30, 161-2, 166-7, 169-70, 202, 209, 213-14, 389-90 [36] long 41, 135, 217 real 71, 98 spare 68, 70, 167 time employees 200, 211 time problem solving 66 time project 96 tips 3, 10-11, 87-8, 143, 145, 148-9, 151-2, 157, 159, 161-2, 167, 171-3, 185-7, 194, 199-200, 220-2 [1] smart 10, 165-6 Tips for Information Technology Jobs 13, 219 tools 17, 37, 47-8, 54-5, 59, 93, 95-6, 109-10, 113, 246, 280-1, 283-5, 333-4, 351-2, 365-6, 386-7 [16] technical 119 Top Benefits of Seeking Advice in Furthering Career 10, 163 top management 5, 27, 50, 64-5, 116 top management challenges 64 topics 70, 101, 135, 137, 220 trace 110, 187 track 6, 39, 61, 70-2, 76-7, 123, 126-7, 131, 204, 209, 293, 330, 352, 366 track project performance 94 trademarks 2 Traditional seasonal jobs 208 training 4-5, 29, 33, 58, 67, 89, 100-1, 106, 128-9, 137, 140, 158, 178, 180, 232, 284 [4] training providers 36 transactions 80, 118, 301, 330 transcripts 29 transfer 77-8, 273, 284, 344 transition 108, 248-9, 253, 266, 268, 271, 276, 286, 289, 299, 338, 374 transition capabilities 250, 252 Transition Planning and Support process 340 transition process 268 transition process support 340 transition service 271

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