ITIL® Weblog for Healthcheck-online.com » ITIL Service Management Processes

Free Online Change Management Training

Rene — Sat, 18 Apr 2009 20:58:02 +0000

The ITIL Weblog has added a free Change Management training module from Beewiser.com.

Vlado Randa has been very productive and has provided us another training module. This time he’ll tell us about the change management process. If you like these training modules then please leave a message for Vlado, perhaps he’ll contribute some more to the ITIL Weblog. Check out this free online change management training module.

Change Management

Do you also want to share content to the ITIL Weblog? Send a message to René or Arindam and we’ll see to it that your content gets published!

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Free ITIL Introduction from Beewiser.com

Rene — Fri, 17 Apr 2009 20:11:32 +0000

The ITIL Weblog has added a free ITIL online training module from Beewiser.com.

The training module is contributed by Vlado Randa. He told us that the ITIL Weblog looks good, and he likes the free content for all the students. As a fact Vlado wanted to contribute by sending us his free ITIL introduction module. Check out this free online ITIL introduction.

ITIL – Introduction

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ITIL Introduction to Change Management

Rene — Sat, 14 Mar 2009 21:32:11 +0000

The ITIL Weblog is proud to present you the Powerpoint and PDF presentation about Change Management process. As you can see: we’re trying our best to provide these IT Service Management presentations as quick as possible. Enjoy this introduction to Change Management.

Introduction to Change Management

A robust Change Management process ensures that the Change Manager is in full control of the changes to the IT infrastructure. Change Management is NOT about performing changes risk free. It is about performing changes with a minimal risk OR consciously taken risk.

It is therefore important to involve the clients or client representatives in the change management process.

All projects start through Change Management as all projects wish to change something to the IT Infrastructure: they either modify the current infrastructure or add/remove a component.

Change Management is more than just Change Control. The Change Management process starts with the RFC being raised and keeps control from the assessment and acceptance of the RFC through to the Post Implementation Review.

All other processes issue RFC’s to Change Management for necessary upgrades to improve their effectiveness and efficiency. Change Management needs information from all other processes in order to perform the risk assessment regarding requested changes.

The free download section

Introduction to Change Management(.PDF format created by OpenOffice)

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(.PPT format created by OpenOffice)

Check out this funny video about ‘the art of service’ and change management.

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ITIL Introduction to Problem Management

Rene — Fri, 13 Mar 2009 18:00:34 +0000

The ITIL Weblog is proud to present you the Powerpoint and PDF presentation about Problem Management process. It took a while to publish this one, but as I told you we’ve been switching from hoster and that took some time. Enjoy this introduction.

Introduction to Problem Management

It is the intent of Problem Management to find Known Errors in the IT Infrastructure.

Everything you do within this process is focused on:

Finding what the Known Error is (Problem Control & diagnosis)
Identifying alternative solutions for the removal of the Known Error (Error control)
Raising a request for change (RFC) to request for the deletion to happen
Checks after a change is performed to see that the Known Error is gone

The Problem Management process also has an element of proactive troubleshooting. The concept here is to identify and facilitate the removal of errors before they manifest themselves as end-user complaints or queries.

The free download section

Introduction to Problem Management (.PDF format created by OpenOffice)

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(.PPT format created by OpenOffice)

Check out this cool video, found at YouTube.com:

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ITIL Introduction to Incident Management

arindam_itil — Sun, 08 Mar 2009 08:23:34 +0000

The next downloads added at the ITIL Weblog is a presentation of the Incident Management proces. The presentation is available in PDF format and in PPT format.

Introduction to Incident Management

This process is in place to get the end-user back to work – following an interruption to normal service delivery – as soon as possible. It is symptom-driven and the only concern is speed of response, and the continuation of the business process.

Incident Management uses information out of the Problem Management process (work arounds and Known Errors) and the Configuration Management process (linking Incidents to Configuration Items)

A large component of Incident Management is the administration and tracking of the incident itself.

The free download section

Introduction to Incident Management (.PDF format created by OpenOffice)

The Buy-us-a-beer download section

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(.PPT format created by OpenOffice)

Check out this cool video, found at YouTube.com:

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Two new sample ITIL foundation exams added

Rene — Thu, 05 Mar 2009 08:52:49 +0000

The ITIL Weblog is trying its best to help you with the preparation of your ITIL foundation exam. In the series of ITIL foundation sample exams we’ve added a new exam. Arindam created this new added exam, so you can prepare for your exam.

So, today we present you the second ITIL Foundation sample exam, provided by Arindam. If you have any questions or feedback for this exam then leave a comment.

Are you studying for the ITIL Foundation Certification Exam? Here is a free practice test to help you check your knowledge before the actual exam. Like the real exam, the practice test will present you with 40 questions, and you’ll need a 65% to pass.

Please let us know how you like this practise exam for ITIL foundation. Do you like anything changed??

P.s. Don’t look for the sample exams 2 and 3. They have not passed the quality test (yet). Have fun with the ITIL foundation questions and answers.

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ITIL Foundation sample exam

Rene — Mon, 02 Mar 2009 21:37:10 +0000

The ITIL website is also created to help you with the preparation of your foundation exam. One of the first things we want to provide is a sample exam where you can test your knowledge. Today we present you the First ITIL Foundation sample exam, provided by Arindam. If you have any questions or feedback for this exam then leave a comment.

Sample questions with answers for the ITIL foundation exam 1

Please let us know how you like this practise exam for ITIL foundation. Do you like anything changed??

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New download: Introduction to Service Desk

arindam_itil — Sun, 01 Mar 2009 08:29:08 +0000

This download at the ITIL Weblog is about Service Desk. We provide a download in PDF format and in the PPT format.

Introduction to Service Desk

The main goal of Service Desk is to provide a vital day-to-day contact between Customers, Users, IT services & third party support organizations. The Service Desk is also providing a single point of contact for all calls.

The Service Desk has to facilitate the restoration of normal operational service with minimal business impact on the customer within agreed service levels and business priorities.

Last but not least the Service Desk generates reports, communicates and promotes the IT department. So providing value to an organization.

The goals, activities and different types of a Service Desk are bundled in a PDF and a ODP file. The PDF is in the Free Download Section, the PPT in the Buy-us-a-beer download section.

The Free download section

Introduction to Service Desk (.PDF format created by OpenOffice)

The Buy-us-a-beer download section

Ready to use powerpoint presentation: Introduction to Service Desk.
Click the Buy-now button to directly download this presentation.

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Check the download page for instructions and a complete overview of available downloads. In short:

First register on this site and log in;
Second Buy-us-a-beer and download. Cheers!

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Introduction to configuration management

arindam_itil — Sat, 28 Feb 2009 19:44:10 +0000

Today we’ve started with our download section. The first download available at the ITIL Weblog is about configuration management. We provide a download in PDF format and in the ODP format.

Introduction to Configuration Management

The main goal of Configuration Management it to provide information on the IT Infrastructure to all other processes and to the IT Management. Doing so it enables the control of the infrastructure by monitoring and maintaining information on:

all the resources needed to deliver services
Configuration Items (CI) status and history
Configuration Item relationships

The goals, terminology and activities of configuration management are bundled in a PDF and ODP file. The PDF is in the Free Download Section, the ODP in the Buy-us-a-beer download section.

The Free download section

Introduction to Configuration Management (.PDF format created by OpenOffice)

The Buy-us-a-beer download section

Ready to use powerpoint presentation: Introduction to Configuration Management.
Click the Buy-now button to directly download this presentation.

For access to the Buy-us-a-beer download section you need to log in or register!
Log in

Check the download page for instructions and a complete overview of available downloads.

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Security management: objectives and benefits

arindam_itil — Sat, 14 Feb 2009 19:52:17 +0000

Security management

Objectives

In recent decades, almost all businesses have become more dependent on information systems. The use of computer networks has also grown, not only within businesses but also between them, and between businesses and the world outside. The increasing complexity of IT infrastructure means that businesses are now more vulnerable to technical failures, human error, intentional human acts, hackers and crackers, computer viruses, etc. This growing complexity requires a unified management approach. Security Management has important ties with other processes. Other ITIL processes, under the supervision of Security Management, carry out some security activities.

Security Management has two objectives:

To meet the security requirements of the SLAs and other external requirements further to contracts, legislation and externally imposed policies.
To provide a basic level of security, independent of external requirements Security Management is essential to maintaining the uninterrupted operation of the IT organisation.

It also helps to simplify Information Security Service Level Management, as it is much more difficult to manage a large number of different SLAs than a limited number.

The process input is provided by the SLAs, which specify security requirements, possibly supplemented by policy documents and other external requirements. The process also receives information about relevant security issues in other processes, such as security incidents. The output includes information about the achieved implementation of the SLAs, including exception reports and routine security planning.

At present, many organisations deal with Information Security at the strategic level in information policy and information plans, and at the operational level by purchasing tools and other security products. Insufficient attention is given to the active management of Information Security, the continuous analysis and translation of policies into technical options, and ensuring that the security measures continue to be effective when the requirements and environment change. The consequence of this missing link is that, at the tactical management level, significant investments are made in measures that are no longer relevant, at a time when new, more effective measures ought to be taken. Security Management aims to ensure that effective Information Security measures are taken at the strategic, tactical and operational levels.

Benefits

Information Security is not a goal in itself; it aims to serve the interests of the business or organisation. Some information and information services will be more important to the organisation than others. Information Security must be appropriate to the importance of the information. Striking a balance between security measures and the value of the information, and threats in the processing environment develops tailor-made security.

An effective information supply, with adequate Information Security is important to an organisation for two reasons:

Internal reasons: an organisation can only operate effectively if correct and complete information is available when required. The level of Information Security should be appropriate for this.
External reasons: the processes in an organisation create products and services, which are made available to the market or society, to meet defined objectives. An inadequate information supply will lead to substandard products and services, which cannot be used to meet the objectives and which will threaten the survival of the organisation. Adequate Information Security is an important condition for having an adequate information supply. The external significance of Information Security is therefore determined in part by the internal significance. Security can provide significant added value to an information system. Effective security contributes to the continuity of the organisation and helps to meet its objectives.

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