MOF, ITIL, and Service Manager . Understanding these ideas is critical to ensuring a successful implementation that provides the intended value to the business, for several reasons: Understanding the goals and objectives of each process is necessary to ensure that your implementation helps your organization achieve them. Without a firm understanding of these concepts, you put your implementation at risk—either by spending cycles trying to sort the distinctions between terms such as Incident, Problem, Known Error, and Service Request or through missteps, rework, or suboptimal implementation because these concepts aren't understood. This chapter includes a high- level mapping of MOF and ITIL concepts to Service Manager, but detailed implementation guidance is left for subsequent chapters. Service Manager is different from Microsoft's other System Center products. It is more like SAP, which encodes business processes in software. For Service Manager, those processes are a subset of the service management processes of MOF and ITIL: Incident, Problem, Change, and Configuration Management. That is why an understanding of MOF and ITIL is particularly useful for Service Manager, and why getting full value from the product requires not only adequate technical knowledge but also an appropriate level of knowledge of the processes the Service Manager product supports. The sections that follow describe what MOF and ITIL are, the value they provide, and how to get started with them in the context of implementing Service Manager. MOF and ITIL Are IT Service Management Frameworks. Both MOF and ITIL are service management frameworks. Service management is the concept of organizing and presenting Information Technology (IT) to the business as a set of services. MOF and ITIL employ a set of interrelated terminology, concepts, and process workflows based on best practices for supporting and delivering services to the customers and users. Configuration Management refers to the process responsible for maintaining information about CIs (where a configuration item is any component that needs to be managed to deliver an IT service, including IT services. Construction software from Pegasus. Purpose-built functions allow dynamic access to data in the Pegasus CIS system to populate Excel worksheets. In the United States, Cisdm.net is ranked 2,713,199, with an estimated < 300 monthly visitors a month. Click to view other data about this site. MOF and ITIL are models for how to run IT as a service provider (as opposed an IT organization that is technology centric and views itself and conducts its business primarily as one that cares for and feeds technology). MOF and ITIL are written guidance specifying how to organize and manage around a set of services to optimize value for customers and users of those services. An enormous corollary to this idea (at least for the IT organization) is that to consistently and sustainably provide the levels of service the business needs, IT must have the wherewithal it requires to deliver those services consistently. The intention here is to do something good both for IT and the customers and users it serves. Here is an example of how an IT organization's approach will differ if they are technology centered versus service centered: With a technology- centered model, the organization and what it does and provides for its customers and end users is organized around technology (for example, Microsoft Exchange). In a service management model, this is organized around messaging. This is more than just semantics. A messaging service consists of Microsoft Exchange along with a number of other associated components and mechanisms such as service level agreements (SLAs) required to consistently deliver a service to customers and users at the expected levels of quality. These things might be missed or go unmanaged when the focus is just on the technology, and might then result in an overall lower quality of service. Think about the difference between how a company that offers messaging as a service over the Internet and how a traditional IT shop offers it, and you start to get the idea of service management. If you are provisioning messaging over the Internet, you must. Determine the services you want to provide. You might have different service packages with different features (email, instant messaging, teleconferencing, shared workspaces, Live. Meeting, and so on) in each package. Establish service level packages (different levels of features and support for each service package), such as the level of availability, capacity and performance, security, and service continuity (disaster recovery). Set pricing and establish charging models and mechanisms for each service and service level package combinations. Present your services (including quality of service and cost) in a catalog to customers and potential customers so that they can easily understand which services and service level packages are right for them. Separate the service provided (messaging) from the technologies that make it possible (the specific infrastructure and applications; for example, Microsoft Exchange and Lync) so that you have agility and choice in how to provide the service. Why might an internal IT shop want to adopt such a model? CIS-CAT and Other CIS Benchmark Assessment Tools. CIS-CAT User's Guide (PDF) CIS-CAT Data Sheet (PDF) Email CIS. CIS-CAT is the only software tool that CIS currently supports.For the same reasons a vendor would: The value of the service is made more explicit, so it is clear that the service either has or does not have the right price- to- performance characteristics. It is obvious what is and is not included in the service. Available service levels and their cost are made explicit. Most important for the service provider, what it takes (the wherewithal required) to provide the services consistently to agreed service levels is made explicit in terms of infrastructure, applications, organization, contracts, vendors, processes, subservices, and service levels. The roles and responsibilities of the provider and users and customers are also made explicit. Put another way, organizing around services helps you avoid overcommitting—for example, to providing five nines (9. Organizing around services forces you to think through what people, processes, and technology are required for each service to meet its objectives and to staff and procure accordingly (or, with explicit agreement from your customer, to back off to a lesser service with lower service levels). The idea is that each service is managed for value individually and that IT can make explicit and strive to put in place and maintain the resources required to consistently make, and keep, good commitments. A related idea is that the focus keeps the end in mind (the service itself: what is provided and to what service level) rather than the means (the particular technologies chosen). This separation of ends and means is vital in allowing both IT and the organization it serves to have the level of agility modern businesses require. This is the essence of any IT management framework, which is as follows: To provide key principles, models, and organizing principles that provide a better capability than alternatives for ensuring customers get what they need. For IT to have all the underpinning mechanisms to ensure the levels of quality of service required and agreed for each service, including infrastructure, applications, and processes. Organizing around services brings together what the customer needs (the features and the levels of service) with the technology wherewithal required to deliver on that need consistently. In the end, your aim with service organizations is to be able to say, with confidence, . Customer, this can be done, and this is what it costs. Service maps provide a graphical way to define the components and dependencies of a service that are inputs into the service catalog and SLAs for the service. Microsoft, via service maps, provides a great start with IT Service Management (ITSM). These maps are logical diagrams of services, which are useful for understanding and communicating the components that make up services and how they relate to one another. They provide documentation of architecture, are useful in troubleshooting, and function as a basis for automating services and their associated monitoring and control processes. For example, you can take a service map and translate it into a distributed application in Operations Manager (Ops. Integrate, cleanse, migrate and manage data across platforms to produce accurate, consistent information with SAS data management solutions. Database for CISDM Data Tools. To receive a temporary password, enter your User ID, then click 'Submit.' An email with the password will be sent to the email address associated with your profile. Genome Annotation Tools. This resource can be used to query co-expression data, GO and cis. Plant Research International ChIP-seq analysis tool is a web-based workflow tool for the management and. Hyper Text Transfer Protocol (HTTP) header show data header response from ninodezign.com. Computer Information Systems, Inc. 7840 N Lincoln Ave, Skokie, IL 60077 . Phone (847) 673-7800 [email protected]. General Business and Sales Toll Free (877) 673-7800 Fax (847) 673-7804 [email protected]. Computer and Information Science (CIS) Courses. Energy Management in Data Centers and Beyond. ASP.NET and VB.NET and its major development tool. Mgr). This is described in Chapter 9, . What makes the difference in their results? A key factor is how they organize themselves and manage the important things (what they do, manage, and deliver), including the processes they follow, how they use knowledge, the people they have, and how they leverage them to create value in the form of goods and services. MOF and ITIL specify, among other things, that IT service providers should. Create a service catalog (see http: //blogs. A service catalog entry is a service description that helps communicate what the service is, what it costs, and how performance is measured. Table 3. 1 is a portion of a service catalog entry for messaging for a fictitious company (Odyssey. Table 3. 1. Service Catalog Excerpt (Adapted from MOF Job Aid . The service benefits all users by providing a centralized facility for synchronizing data from Microsoft Outlook, email filtering and caching, web- based access to email, and free/busy schedule synchronization. Business Owner. The Human Resources (HR) division is the business owner for this application. Service Qualification. This service is available to all regular employees of Odyssey, at all locations worldwide. Each data center has a Microsoft Exchange server that provides for the servers at that location, and each of these servers is connected to the corporate backbone for data synchronization. Service Manager. Dave Pultorak. Service Initiation Contact. Service is initiated by the HR department for each new employee given approval to use company's email. External Dependencies. Internet communication facilities, Veri. Sign security certificate services. Service Elements. Service desk/incident management. Application availability and metric reporting. Application SLA. Hours of service. Problem management. Tier 2 escalations and proactive root- cause analysis. Change management. Change management and control. Technology upgrades. Patch management. Security management. Security protection: intrusion detection, locked- down security policies. Internet- specific security protection: antivirus, antiphishing, antispam. Additional service features. Proactive health monitoring.
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