Showing posts with label service management. Show all posts
Showing posts with label service management. Show all posts
Thursday, 12 March 2009
Service Management
Service Management- -A set capabilities hat are a) specialized and b) organizational that provide value to customers in the form of services.
Monday, 2 March 2009
ITIL and ITSM Glossary
CAB Change Advisory Board
CCM Component Capacity Management
CFIA Component Failure Impact Analysis
CI Configuration Item
CMDB Configuration Management Database
CMIS Configuration Management Information System
CMS Configuration Management System
CS Change Schedule
CSF Critical Success Factor
CSI Continual Service Improvement
CSP Core Service Package
Friday, 27 February 2009
ITIL Service Desk
Service Desk
Single point of contact for users in need of help. The aim is to reduce time spent on ways to resolve issues and help.
"All service desks: Incident Classification, Incident Prioritisation, Incident Escalation Search for Work Around, Update the customer and IT group on progress Perform communication activities for the other ITIL processes (e.g. Release notifications, change schedules, SLM reports) ,Perform daily CMDB verification Report to Management, Process Managers and customers (through SLM) on Service Desk performance "
Call Centre
Type of ITIL service desk that only dispatches calls and no other activities.
Unskilled Service Desk
Desk that despatches calls, tracks incidents and provides a feedback mechanism to users.
Skilled Service Desk
Desk at which a large number of incidents are solved at the point of contact with the users.
Expert Service Desk
Highest level of ITIL service desk that partly incorporates Incident Management and Problem Management. Solves most incidents.
Single point of contact for users in need of help. The aim is to reduce time spent on ways to resolve issues and help.
"All service desks: Incident Classification, Incident Prioritisation, Incident Escalation Search for Work Around, Update the customer and IT group on progress Perform communication activities for the other ITIL processes (e.g. Release notifications, change schedules, SLM reports) ,Perform daily CMDB verification Report to Management, Process Managers and customers (through SLM) on Service Desk performance "
Call Centre
Type of ITIL service desk that only dispatches calls and no other activities.
Unskilled Service Desk
Desk that despatches calls, tracks incidents and provides a feedback mechanism to users.
Skilled Service Desk
Desk at which a large number of incidents are solved at the point of contact with the users.
Expert Service Desk
Highest level of ITIL service desk that partly incorporates Incident Management and Problem Management. Solves most incidents.
Wednesday, 25 February 2009
Service Management
HP Asset Manager software
HP Asset Manager software helps organizations achieve sound stewardship of IT assets through IT financial management and software license compliance. Part of HP's HP Service Management Center
HP Connect-It software
HP Connect-It software extends the value of HP asset and service management solutions via a variety of pre-packaged integrations that enable an organization’s infrastructure to respond faster to business needs. Part of HP's HP Service Management Center
HP DecisionCenter software
HP DecisionCenter helps organizations record their IT service management data and relate it to their business impacts. Part of HP's HP Service Management Center
HP Discovery and Dependency Mapping software
Organizations gain real-time visibility into the dynamic relationships between applications and the IT infrastructure using HP Discovery and Dependency Mapping software. Part of HP's HP Service Management Center
HP Service Manager software
HP Service Manager is a comprehensive and fully integrated IT Service Desk suite that helps you decrease the time it takes to resolve service problems. ITIL-based best practices and a highly scalable service-oriented architecture let you deploy consistent, integrated processes throughout your IT organization. Part of HP's HP Service Management Center
HP Universal CMDB software
HP Universal CMDB software is a configuration management database for IT organizations implementing business service management and ITIL-based initiatives. Part of HP's HP Service Management Center
HP Asset Manager software helps organizations achieve sound stewardship of IT assets through IT financial management and software license compliance. Part of HP's HP Service Management Center
HP Connect-It software
HP Connect-It software extends the value of HP asset and service management solutions via a variety of pre-packaged integrations that enable an organization’s infrastructure to respond faster to business needs. Part of HP's HP Service Management Center
HP DecisionCenter software
HP DecisionCenter helps organizations record their IT service management data and relate it to their business impacts. Part of HP's HP Service Management Center
HP Discovery and Dependency Mapping software
Organizations gain real-time visibility into the dynamic relationships between applications and the IT infrastructure using HP Discovery and Dependency Mapping software. Part of HP's HP Service Management Center
HP Service Manager software
HP Service Manager is a comprehensive and fully integrated IT Service Desk suite that helps you decrease the time it takes to resolve service problems. ITIL-based best practices and a highly scalable service-oriented architecture let you deploy consistent, integrated processes throughout your IT organization. Part of HP's HP Service Management Center
HP Universal CMDB software
HP Universal CMDB software is a configuration management database for IT organizations implementing business service management and ITIL-based initiatives. Part of HP's HP Service Management Center
Network Management Center
HP Network Node Manager (NNM) Advanced Edition software
HP Network Node Manager (NNM) Advanced Edition software provides intelligent fault and availability management for world-class networks. Part of HP's HP Network Management Center
HP Network Node Manager (NNM) Starter Edition software
HP Network Node Manager (NNM) Starter Edition Software provides fault and availability management for world class networks. Part of HP's HP Network Management Center
HP Network Node Manager i software
HP Network Node Manager i (NNMi) software provides powerful out-of-the-box capabilities to enable your network operations team to efficiently manage networks (under center section & alphabetized) Part of HP's HP Network Management Center
HP Operations Support Systems Portfolio software
HP Operations Support Systems Portfolio software helps organizations manage their next generation networks and services and cover service assurance, activation and billing usage Part of HP's HP Network Management Center
HP Performance Insight software
HP Performance Insight software provides multi-domain IT service level reporting and capacity planning. Part of HP's HP Network Management Center
HP Report Pack Gallery
The Report Pack Gallery has a number of report packs for HP Performance Insight software that are available for free download. Part of HP's HP Network Management Center
HP Route Analytics Management software
HP Route Analytics Management software provides state of the art routing and traffic flow management for world class networks. Part of HP's HP Network Management Center
HP TeMIP software
HP TeMIP software provides massively scalable fault management for communications service providers and their next generation network needs. Part of HP's HP Network Management Center
NetFlow Collector for Report Pack for NetFlow Interfaces
This is a simple NetFlow flow collector that runs on Windows. It replaces the supported HP Performance Insight NetFlow pre-processor to accept up to six flow collections. Use of this collector does require a license to use either the NetFlow Interfaces Report Pack or the Traffic Profile Report Pack. Part of HP's HP Network Management Center
Report Pack for Cisco Wireless LAN
The Cisco Wireless LAN Report Pack provides useful information for managing wireless devices. As of the first release, the Report Pack caters only to the Cisco Aironet 1200 series wireless access points. Part of HP's HP Network Management Center
Report Pack for Radius Call Detail v 1.3
The Report Pack for RADIUS Call Detail v 1.3 provides greater insights into every aspect of the RADIUS architecture by focusing on the accounting data sent to the RADIUS server. Part of HP's HP Network Management Center
HP Network Node Manager (NNM) Advanced Edition software provides intelligent fault and availability management for world-class networks. Part of HP's HP Network Management Center
HP Network Node Manager (NNM) Starter Edition software
HP Network Node Manager (NNM) Starter Edition Software provides fault and availability management for world class networks. Part of HP's HP Network Management Center
HP Network Node Manager i software
HP Network Node Manager i (NNMi) software provides powerful out-of-the-box capabilities to enable your network operations team to efficiently manage networks (under center section & alphabetized) Part of HP's HP Network Management Center
HP Operations Support Systems Portfolio software
HP Operations Support Systems Portfolio software helps organizations manage their next generation networks and services and cover service assurance, activation and billing usage Part of HP's HP Network Management Center
HP Performance Insight software
HP Performance Insight software provides multi-domain IT service level reporting and capacity planning. Part of HP's HP Network Management Center
HP Report Pack Gallery
The Report Pack Gallery has a number of report packs for HP Performance Insight software that are available for free download. Part of HP's HP Network Management Center
HP Route Analytics Management software
HP Route Analytics Management software provides state of the art routing and traffic flow management for world class networks. Part of HP's HP Network Management Center
HP TeMIP software
HP TeMIP software provides massively scalable fault management for communications service providers and their next generation network needs. Part of HP's HP Network Management Center
NetFlow Collector for Report Pack for NetFlow Interfaces
This is a simple NetFlow flow collector that runs on Windows. It replaces the supported HP Performance Insight NetFlow pre-processor to accept up to six flow collections. Use of this collector does require a license to use either the NetFlow Interfaces Report Pack or the Traffic Profile Report Pack. Part of HP's HP Network Management Center
Report Pack for Cisco Wireless LAN
The Cisco Wireless LAN Report Pack provides useful information for managing wireless devices. As of the first release, the Report Pack caters only to the Cisco Aironet 1200 series wireless access points. Part of HP's HP Network Management Center
Report Pack for Radius Call Detail v 1.3
The Report Pack for RADIUS Call Detail v 1.3 provides greater insights into every aspect of the RADIUS architecture by focusing on the accounting data sent to the RADIUS server. Part of HP's HP Network Management Center
Data Center Automation Center
HP Discovery and Dependency Mapping software
Organizations gain real-time visibility into the dynamic relationships between applications and the IT infrastructure using HP Discovery and Dependency Mapping software. Part of HP's HP Data Center Automation Center
HP Live Network service
HP Live Network offers a community portal and an annual subscription service that provides security and compliance policies for your servers and network devices and increases your return on investment in HP Data Center Automation Center software. Part of HP's HP Data Center Automation Center
HP Network Automation software
HP Network Automation software tracks, regulates and automates configuration and software changes across globally distributed, multi-vendor networks through process-powered automation. Part of HP's HP Data Center Automation Center
HP Operations Orchestration software
HP Operations Orchestration helps reduce costs, errors, and service downtime with runbook automation capabilities that eliminate manual and repetitive IT processes. Part of HP's HP Data Center Automation Center
HP Release Control software
HP Release Control is the industry’s first decision-support solution that ties the change planning and analysis process with automated change execution and validation to help you reduce the risk of service downtime. Part of HP's HP Data Center Automation Center
HP Server Automation software
HP Server Automation software provides lifecycle management for enterprise servers and applications—from discovery to provisioning, patching to configuration management and script execution to compliance assurance—and automates operations and processes across disparate IT teams and systems. Part of HP's HP Data Center Automation Center
HP Service Automation Reporter software
HP Service Automation Reporter software provides a comprehensive, cross-tier operational repository for reporting, supporting your ITIL initiatives and automating change in your data center. Part of HP's HP Data Center Automation Center
HP Service Automation Visualizer software
HP Service Automation Visualizer software provides a complete, interactive map of your IT environment, including servers, software, network devices and storage infrastructure, for automated change and compliance management. Part of HP's HP Data Center Automation Center
HP Storage Essentials software
The award-winning, standards-based SRM software and solutions reduce complexity and lowers costs for managing, visualizing and reporting on enterprise heterogeneous storage and infrastructure while it improves the efficiency of your IT staff. Part of HP's HP Data Center Automation Center
HP Universal CMDB software
HP Universal CMDB software is a configuration management database for IT organizations implementing business service management and ITIL-based initiatives. Part of HP's HP Data Center Automation Center
Organizations gain real-time visibility into the dynamic relationships between applications and the IT infrastructure using HP Discovery and Dependency Mapping software. Part of HP's HP Data Center Automation Center
HP Live Network service
HP Live Network offers a community portal and an annual subscription service that provides security and compliance policies for your servers and network devices and increases your return on investment in HP Data Center Automation Center software. Part of HP's HP Data Center Automation Center
HP Network Automation software
HP Network Automation software tracks, regulates and automates configuration and software changes across globally distributed, multi-vendor networks through process-powered automation. Part of HP's HP Data Center Automation Center
HP Operations Orchestration software
HP Operations Orchestration helps reduce costs, errors, and service downtime with runbook automation capabilities that eliminate manual and repetitive IT processes. Part of HP's HP Data Center Automation Center
HP Release Control software
HP Release Control is the industry’s first decision-support solution that ties the change planning and analysis process with automated change execution and validation to help you reduce the risk of service downtime. Part of HP's HP Data Center Automation Center
HP Server Automation software
HP Server Automation software provides lifecycle management for enterprise servers and applications—from discovery to provisioning, patching to configuration management and script execution to compliance assurance—and automates operations and processes across disparate IT teams and systems. Part of HP's HP Data Center Automation Center
HP Service Automation Reporter software
HP Service Automation Reporter software provides a comprehensive, cross-tier operational repository for reporting, supporting your ITIL initiatives and automating change in your data center. Part of HP's HP Data Center Automation Center
HP Service Automation Visualizer software
HP Service Automation Visualizer software provides a complete, interactive map of your IT environment, including servers, software, network devices and storage infrastructure, for automated change and compliance management. Part of HP's HP Data Center Automation Center
HP Storage Essentials software
The award-winning, standards-based SRM software and solutions reduce complexity and lowers costs for managing, visualizing and reporting on enterprise heterogeneous storage and infrastructure while it improves the efficiency of your IT staff. Part of HP's HP Data Center Automation Center
HP Universal CMDB software
HP Universal CMDB software is a configuration management database for IT organizations implementing business service management and ITIL-based initiatives. Part of HP's HP Data Center Automation Center
Friday, 23 January 2009
ITIL and Service Strategy
Service Strategy is one of five volumes in the ITIL v3 library.
Central to the volume is a framework or basic conceptual structure used to solve or address complex issues. Its aim is to help organizations develop a long term service strategy. Topics include:-
Central to the volume is a framework or basic conceptual structure used to solve or address complex issues. Its aim is to help organizations develop a long term service strategy. Topics include:-
- general strategy
- competition and market space,
- service provider types,
- service management as a strategic asset,
- organization design and development,
- key process activities,
- financial management,
- service portfolio management,
- demand management,
- key roles and responsibilities
Saturday, 10 January 2009
ICCM Solutions help Nottinghamshire Fire & Rescue Service to become ITIL® aligned
Nottinghamshire Fire & Rescue Service (NFRS) embarks on ICCM's ITIL® consultancy services and training to ensure their IT systems are effectively supporting NFRS staff with their vision of keeping the Nottinghamshire public safe. ICCM provides industry recognised Service Management consultancy, training and software and, over the next few weeks they will be helping NFRS to become aligned with the latest ITIL® processes.
John Noctor, Senior Consultant for ICCM, who has been in the industry for over 20 years and has worked with a number of Blue Chip organisations, will be assisting NFRS with identifying operating procedures as well as the design and development of their ITIL® processes for Incident Management, Problem Management, Change Management, Service Level Management and Request Fulfilment. Noctor will also be conducting ITIL® best practice training. Upon completion, the aim is for NFRS to have the most up-to-date toolset and skills to formalise their ITIL® processes and functions to improve delivery and support of services to their customers.
"Key to enabling us to deliver effective services to the public is a well managed IT infrastructure. It's easy for IT departments to fail if the technology, skills and expertise to implement IT projects are lacking. In our industry this is simply not acceptable and for that reason we need to equip our staff with the latest ITIL® (IT Infrastructure Library) aligned Service Desk and knowledge. ICCM has supplied our Service Desk solution for a number of years and as we've been so impressed with their competent and experienced staff we entrusted them to match our Service Desk processes with our support services," says Peter Mann, Head of ICT for NFRS.
Noctor comments: "NFRS understand the benefits to their organisation following the guidance contained in ITIL® including: better communication, reduced operating costs and improved service quality." Noctor continues: "Their commitment to this project demonstrates to their customers that essential IT services are being managed and controlled effectively and in the process will reinforce their reputation as a reliable, trusted emergency service."
John Noctor, Senior Consultant for ICCM, who has been in the industry for over 20 years and has worked with a number of Blue Chip organisations, will be assisting NFRS with identifying operating procedures as well as the design and development of their ITIL® processes for Incident Management, Problem Management, Change Management, Service Level Management and Request Fulfilment. Noctor will also be conducting ITIL® best practice training. Upon completion, the aim is for NFRS to have the most up-to-date toolset and skills to formalise their ITIL® processes and functions to improve delivery and support of services to their customers.
"Key to enabling us to deliver effective services to the public is a well managed IT infrastructure. It's easy for IT departments to fail if the technology, skills and expertise to implement IT projects are lacking. In our industry this is simply not acceptable and for that reason we need to equip our staff with the latest ITIL® (IT Infrastructure Library) aligned Service Desk and knowledge. ICCM has supplied our Service Desk solution for a number of years and as we've been so impressed with their competent and experienced staff we entrusted them to match our Service Desk processes with our support services," says Peter Mann, Head of ICT for NFRS.
Noctor comments: "NFRS understand the benefits to their organisation following the guidance contained in ITIL® including: better communication, reduced operating costs and improved service quality." Noctor continues: "Their commitment to this project demonstrates to their customers that essential IT services are being managed and controlled effectively and in the process will reinforce their reputation as a reliable, trusted emergency service."
Sunday, 26 October 2008
ICCM
ICCM's core objective is to provide revolutionary software and superior services to organisations aspiring to Best Practice Service Management. Rather than the legacy "application development" driven approach that many vendors in the market have adopted, ICCM's forward-thinking approach blends their first-class Service Desk tool with the functionality of business technology in the form of Metastorm BPM®. This collaboration delivers unparalleled Service Management capabilities across all industries and business functions in almost every geographical region.
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