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Test Number : BH0-009
Test Name : ITSM Foundation Certificate in Problem and Incident Management
Vendor Name : ISEB
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ITSM Foundation Certificate in Problem and Incident Management certification

MOF, ITIL, and repair supervisor | BH0-009 Dumps and Real exam Questions with VCE Practice Test

This chapter discusses the carrier administration strategies targeted within the Microsoft Operations Framework (MOF) and information technology suggestions Library (ITIL) supported through gadget core provider supervisor, together with Incident, difficulty, trade, and Configuration administration.

This chapter is from the book 

The focal point of this chapter is to explain the goals and targets, key terminology, ideas, and exercise workflows of the methods listed above, as a result of they are the ideas in the back of the functionality present in carrier manager. figuring out these ideas is crucial to guaranteeing a successful implementation that provides the supposed value to the company, for a few motives:

  • realizing the dreams and objectives of each system is fundamental to make sure that your implementation helps your company achieve them.
  • with out a company understanding of these ideas, you put your implementation at risk—either through spending cycles making an attempt to variety the distinctions between terms reminiscent of Incident, difficulty, commonplace Error, and repair Request or through missteps, remodel, or suboptimal implementation as a result of these ideas aren't understood.
  • This chapter contains a excessive-stage mapping of MOF and ITIL ideas to carrier supervisor, however special implementation suggestions is left for subsequent chapters.

    carrier manager is different from Microsoft's other system core products. it is extra like SAP, which encodes enterprise tactics in utility. For carrier manager, those approaches are a subset of the provider administration strategies of MOF and ITIL: Incident, difficulty, trade, and Configuration administration. that's why an figuring out of MOF and ITIL is mainly useful for provider manager, and why getting full cost from the product requires no longer most effective ample technical potential but additionally a suitable level of competencies of the processes the carrier supervisor product helps.

    The sections that observe describe what MOF and ITIL are, the cost they give, and the way to get started with them within the context of imposing carrier manager.

    MOF and ITIL Are IT service administration Frameworks

    both MOF and ITIL are service management frameworks. carrier management is the thought of organizing and featuring tips technology (IT) to the enterprise as a group of features. MOF and ITIL make use of a set of interrelated terminology, concepts, and method workflows in accordance with finest practices for aiding and delivering functions to the valued clientele and users. MOF and ITIL are models for the way to run IT as a provider provider (as antagonistic an IT corporation it is expertise centric and views itself and conducts its business primarily as one which cares for and feeds technology).

    MOF and ITIL are written guidance specifying a way to organize and manipulate round a collection of features to optimize cost for valued clientele and users of these capabilities. an enormous corollary to this concept (at least for the IT firm) is that to always and sustainably supply the stages of provider the business needs, IT have to have the wherewithal it requires to deliver these functions perpetually. The intention right here is to do whatever first rate both for IT and the clients and users it serves.

    right here is an example of how an IT corporation's method will range if they are know-how based versus service established:

  • With a know-how-based model, the corporation and what it does and offers for its shoppers and end clients is prepared around know-how (for example, Microsoft change).
  • In a service management model, this is prepared around messaging.
  • here's greater than simply semantics. A messaging provider incorporates Microsoft trade along with a couple of other linked add-ons and mechanisms corresponding to provider degree agreements (SLAs) required to perpetually convey a carrier to valued clientele and users on the expected ranges of first-rate. this stuff may be neglected or go unmanaged when the focus is simply on the technology, and may then outcome in an average lessen best of carrier.

    believe in regards to the difference between how a company that presents messaging as a service over the internet and the way a normal IT shop presents it, and also you beginning to get the thought of provider management. if you're provisioning messaging over the information superhighway, you ought to

  • verify the services you wish to give. You might have different service programs with diverse facets (e mail, speedy messaging, teleconferencing, shared workspaces, LiveMeeting, and so on) in every kit.
  • set up service level applications (distinct tiers of facets and aid for each and every carrier package), such because the degree of availability, skill and efficiency, safety, and service continuity (catastrophe recovery).
  • Set pricing and set up charging fashions and mechanisms for each provider and repair level kit combos.
  • existing your services (together with satisfactory of provider and value) in a catalog to shoppers and potential shoppers to be able to effortlessly take into account which services and service stage packages are correct for them.
  • Separate the provider supplied (messaging) from the applied sciences that make it viable (the selected infrastructure and applications; as an instance, Microsoft trade and Lync) so that you have got agility and selection in how to provide the provider.
  • Why may an inner IT store are looking to adopt this type of mannequin? for the same reasons a seller would:

  • The value of the carrier is made greater explicit, so it is clear that the carrier both has or doesn't have the right fee-to-performance features.
  • it's obtrusive what is and isn't protected within the provider.
  • attainable provider stages and their cost are made specific.
  • Most essential for the carrier company, what it takes (the wherewithal required) to deliver the services at all times to agreed carrier ranges is made specific when it comes to infrastructure, applications, firm, contracts, companies, approaches, subservices, and repair ranges. The roles and obligations of the company and users and purchasers are also made specific.
  • Put another approach, organizing round features helps you steer clear of overcommitting—for example, to offering 5 nines (99.999%) of availability on a network expertise that can deliver handiest 99% uptime. Organizing round services forces you to believe via what people, approaches, and technology are required for every carrier to meet its goals and to body of workers and procure consequently (or, with specific agreement from your customer, to returned off to a lesser service with lessen service levels).

    The theory is that each and every provider is managed for price in my opinion and that IT can make explicit and attempt to position in area and maintain the substances required to consistently make, and retain, first rate commitments. A related thought is that the focal point continues the conclusion in intellect (the carrier itself: what is provided and to what provider degree) rather than the skill (the specific technologies chosen). This separation of ends and ability is a must have in allowing each IT and the corporation it serves to have the degree of agility contemporary businesses require. here is the essence of any IT administration framework, which is as follows:

  • To supply key ideas, models, and organizing concepts that deliver a more robust means than options for making certain customers get what they want
  • For IT to have the entire underpinning mechanisms to make certain the degrees of high-quality of carrier required and agreed for each and every provider, together with infrastructure, purposes, and methods
  • Organizing round services brings collectively what the consumer needs (the points and the ranges of provider) with the know-how wherewithal required to deliver on that need consistently. in the conclusion, your purpose with service corporations is to be capable of say, with confidence, "sure, Mr./Ms. customer, this can also be finished, and here's what it prices." A provider administration framework helps you get there because it gives the set of ideas and constructs that work collectively to make it occur.

    One such positive service administration construct is the provider map. service maps provide a graphical method to define the components and dependencies of a carrier which are inputs into the provider catalog and SLAs for the carrier. Microsoft, by means of provider maps, offers a great birth with IT service management (ITSM). These maps are logical diagrams of services, which can be advantageous for figuring out and communicating the add-ons that make up features and how they relate to 1 an extra. They deliver documentation of architecture, are helpful in troubleshooting, and performance as a basis for automating functions and their linked monitoring and handle techniques. for instance, which you can take a service map and translate it right into a disbursed utility in Operations manager (OpsMgr). here is described in Chapter 9, "business functions."

    The big wager of MOF and ITIL is that organizing round and managing to a collection of capabilities is a advanced method to deliver price to shoppers.

    think about two IT agencies with the exact same elements—IT infrastructure, applications, americans (together with providers and suppliers), funds, agreements, contracts, files, and anything else essential to deliver an IT provider—yet with extensively distinctive outcomes when it comes to the price they invent for their shoppers. What makes the change in their outcomes? A key factor is how they arrange themselves and control the essential issues (what they do, manipulate, and convey), including the techniques they observe, how they use advantage, the americans they have, and how they leverage them to create price in the sort of goods and functions.

    MOF and ITIL specify, amongst other things, that IT provider providers should still

  • Create a carrier catalog (see http://blogs.technet.com/b/randyy/archive/2005/07/25/408206.aspx).

    A provider catalog entry is a carrier description that helps speak what the carrier is, what it costs, and how performance is measured. table three.1 is a element of a carrier catalog entry for messaging for a fictitious company (Odyssey.com).

    table three.1. carrier Catalog Excerpt (tailored from MOF Job assist "SIP provider Catalog")

    carrier name

    Messaging provider

    provider Description

    Odyssey's IT department hosts the entire messaging service infrastructure, enabling Odyssey employees to send and receive email and to synchronize their work schedules.

    company Alignment

    This carrier is funded as part of Odyssey's IT operational budget. The provider advantages all clients with the aid of proposing a centralized facility for synchronizing records from Microsoft Outlook, electronic mail filtering and caching, web-based entry to electronic mail, and free/busy time table synchronization.

    business proprietor

    The Human resources (HR) division is the company owner for this utility.

    service Qualification

    This service is available to all regular employees of Odyssey, in any respect areas international. each and every statistics middle has a Microsoft change server that gives for the servers at that vicinity, and every of those servers is linked to the corporate backbone for information synchronization.

    service supervisor

    Dave Pultorak.

    provider Initiation Contact

    provider is initiated via the HR department for each new employee given approval to make use of business's electronic mail.

    exterior Dependencies

    web verbal exchange amenities, VeriSign protection certificate functions.

    carrier points

    provider desk/incident management.

    application availability and metric reporting.

    software SLA.

    Hours of carrier.

    issue management.

    Tier 2 escalations and proactive root-trigger analysis.

    exchange administration.

    exchange administration and handle.

    expertise upgrades.

    Patch management.

    protection administration.

    protection protection: intrusion detection, locked-down security policies.

    information superhighway-specific security protection: antivirus, antiphishing, antispam.

    further provider aspects.

    Proactive fitness monitoring.

    excessive-availability administration.

    Nightly server records backup.

  • current themselves to the company through that carrier catalog (the usage of customer-oriented terminology abstracted from the technology used to carry the service—as an instance, the use of messaging as the identify for the carrier as a substitute of Microsoft trade).
  • outline carrier tiers in SLAs.

    An SLA is an settlement between an IT provider provider and client specifying the service, service degree goals, and provider and customer tasks. table three.2 is an illustration of provider great measurements and performance pursuits excerpted from "MOF Job support - service stage settlement," accessible from Microsoft.

    desk three.2. SLA Excerpt

    provider first-rate Measurements

    size

    Definition

    performance target

    carrier availability percent

    percent of time the software is accessible all over regular schedule minus the have an impact on time from any scheduled or unexpected routine

    target percent.

    instance: ninety nine.6%.

    Incident decision time

    Time between recording and determination of an incident:

  • precedence 1 = < 30 minutes
  • precedence 2 = < 2 hours
  • precedence 3 = < four hours
  • X% of transactions of classification Y to be accomplished within Z minutes or hours or days.

    example: ninety five% of all precedence 1 electronic mail incidents are resolved within half-hour.

    Root-trigger evaluation reviews

    production of experiences describing root reason behind a particular incident or difficulty

    Timeframe for report to be delivered.

    example: 100% of all root-cause evaluation studies should be delivered inside 24 hours of when the incident came about.

    SLA evaluation

    evaluation of provider to examine whether any alterations are required

    % of reviews to be achieved.

    illustration: one hundred%.

  • Use these and other mechanisms required to manage the first-rate, can charge, and finally the price supplied to the enterprise by every provider.
  • besides the fact that children this version of service supervisor does not help carrier catalogs or SLAs, it is essential to keep in mind what they're as a result of they're on the middle of the carrier management ecosystem that carrier supervisor supports.

    you can get examples and templates for provider catalogs, SLAs, and other service management mechanisms in the "MOF Job help" collections, attainable for download from Microsoft.

    making a choice on the cost of MOF and ITIL

    MOF and ITIL terminology, concepts, and mechanisms are embedded in carrier manager, and the product supports carrier management features and procedures. this is one very respectable cause to care about MOF and ITIL. although, there are different motives, that are essential that you should agree with as a groundwork for figuring out and articulating the value the product can deliver (and to whom). what's in it for you, your team, your IT firm and its suppliers, your customers and conclusion clients, and the business? consider WIIFM (What's In It For Me?) for MOF and ITIL for all stakeholder audiences: the IT individual contributor, the IT crew, the IT company, its suppliers, its shoppers and conclusion clients, and the enterprise as an entire:

  • For the particular person contributor: service management certification is fitting a "basic and anticipated" criterion and is also a correct certification when it comes to profits. (plenty of what IT professionals do day to day is deal with alterations, troubleshoot incidents, are searching for the basis reason for issues, and so forth.) The practising for that lies in MOF and ITIL. different professions have long-established normal terminology (accountants, as an example, don't argue over what an asset or liability is) and mechanisms (accountants can are expecting to see a usual ledger when they beginning work at a corporation). MOF and ITIL supply these for IT experts.
  • For the IT team: It is not extraordinary for teams of particularly clever people to devolve into a communal fool, principally when a big situation arises. (well-nigh any one who has spent more than a few minutes in it will probably attest to this!) For groups to characteristic neatly, they need shared concepts and standards for "how things are done around right here." MOF and ITIL deliver these for IT teams.
  • For the IT company: The IT issuer as a whole wants "a" system to prepare, and that method has to be absolutely worked out with satisfactory interlocking ideas and supporting templates and examples to stand by itself legs. It additionally helps (significantly) if these strategies are adopted broadly, since it then will also be anticipated that new starters and providers who come and go want much less ramp-up time. MOF and ITIL deliver these.
  • MOF and ITIL compared

    desk 3.4 compares MOF and ITIL along a couple of key dimensions. you could use it as a place to begin for settling on where to invest your time in learning greater about these frameworks.

    desk 3.four. assessment of MOF and ITIL

    facets

    MOF

    ITIL

    form factor and price

    ebook. MOF is accessible for free of charge down load.

    book. ITIL publications can be found in e-book kind and a whole lot of different codecs for purchase.

    working towards and certification

    each MOF and ITIL have practicing and certification paths. MOF is restricted to 1 direction and certification on the groundwork degree.

    ITIL has a basis-stage certification, together with Intermediates, all the approach up to skilled- and master-stage certification.

    Mapping to commonly permitted IT administration frameworks

    each MOF and ITIL deliver mapping to different frequently approved IT management frameworks, together with each other as well as ISO 20000 and COBIT. each support these often accepted frameworks and even gives a map to them. So, you can be guaranteed that what you do with MOF and ITIL will not be out of line with different frameworks.

    can charge, aspects, restrictions

    MOF is free to down load and use, and includes no longer simply suggestions but additionally examples and templates, with inventive commons licensing.

    ITIL is owned by means of the U.ok. workplace of executive Commerce, with linked restrictions and costs for use.

    Writing fashion and intention

    MOF is written in a checklist, prescriptive style, to be utilized without delay. It aspects clear results, key questions, inputs, outputs, goals, and measures in a concise, critical guidelines trend. here is a clean departure from more educational remedies of carrier management concepts.

    ITIL is written in a textbook fashion, describing service administration actions, deliverables, processes, capabilities, roles, key concepts, and models, with complete insurance and a lot of extra pages of core content than MOF.

    Intention

    MOF offers navigation into Microsoft's carrier administration assets—the additional information, practising, answer accelerators, capabilities, and items—that assist you implement service management concepts on the Microsoft platform and the items and applied sciences that make up that platform. because the Microsoft platform is a key part of most IT stores, you deserve to have in mind what Microsoft has to present, and MOF helps organization these belongings so so that you can right now discover, hold close, and practice them.

    ITIL is technology agnostic.

    content material (techniques, features, and administration reviews)

    MOF covers a set of tactics and features, and contains administration reports, as driven through Microsoft's ecosystem of customers and partners

    ITIL includes procedures and features as driven through the membership of the IT provider administration forum (itSMF), the ITIL user community.

    The conclusion right here is that besides the fact that children there are alterations between ITIL and MOF, and to a degree on account of these alterations, some expertise of each MOF and ITIL are crucial as historical past and context for a a success service supervisor implementation.

    Getting all started with MOF and ITIL

    This part outlines some ideas and resources for getting started with MOF and ITIL. after getting a transparent imaginative and prescient of what you want to do with MOF and ITIL, it is essential to know how to get began.

    Take the following steps to get all started with MOF (additional info accessible at http://www.microsoft.com/mof):

  • down load MOF core content material. Skim the contents so that you get a consider for what is covered after which hold it close for reference. examine the MOF overview to get to grips with MOF, and skim the MOF thesaurus to be mindful the terminology.
  • download and evaluate the IT professional brief birth kit for an outstanding introduction to MOF, together with podcasts, PowerPoint info, and working towards and certification information.
  • down load the "Getting began with MOF" implementation book and skim it to assess your highest abilities, most imperative leaping-off aspect for getting started.
  • down load "Bridging from MOF assistance to Microsoft products - A associate e-book" and skim it to remember how Microsoft items guide MOF IT carrier management ideas.
  • overview and download different MOF tips and job aids as you see healthy where there's a right away hit for an issue or chance you see on the job.
  • Optionally, take an MOF groundwork direction and pass the MOF Certification examination.
  • listed here are some tips on how to get all started with ITIL:

  • study "An Introductory Overview of ITIL V3," from the IT provider management discussion board to get a consider for ITIL's constitution and content material.
  • study Van Haren Publishing's wonderful ITIL V3: A Pocket ebook, which offers method details unnoticed of IT carrier administration discussion board's "An Introductory Overview of ITIL V3," which is more concerned with providing a excessive-degree overview of the provider lifestyles cycle.
  • down load and evaluation the ITIL glossary to consider the terminology.
  • Take an ITIL foundation direction, and take and move the ITIL groundwork examination.
  • Optionally, study the 5 core ITIL publications. These books are available from a wide variety of sources and in a number of formats, reminiscent of PDF, publication, hardcopy publication, and HTML-based mostly DVD.
  • Optionally, take additional ITIL courses and examinations resulting in ITIL expert or grasp fame.
  • MOF and ITIL strategies Supported by means of service supervisor

    MOF and ITIL specify a set of IT strategies deemed necessary to be sure constant excellent of delivery of IT services. The core set of approaches tend to be those most intently associated with end clients (it really is, the tactics that if missing or broken are likely to evoke loud complaints most right now). This edition of carrier manager helps the most critical conclusion consumer-facing tactics: Incident, problem, alternate, and Configuration administration.

    the following sections talk about these strategies, looking on the following for each and every technique:

  • Definition, dreams, and pursuits
  • Key terminology
  • Why the system concerns (its value)
  • Key efficiency indicators (KPIs)
  • Reporting
  • Scope
  • Integration with other strategies and capabilities
  • technique undertaking workflow
  • Key roles and tasks
  • Key inputs and outputs
  • excessive-stage issues for enforcing with provider supervisor
  • the important thing selections to make when enforcing the approaches consist of americans and process choices that in some situations sit down outside the provider manager device and in other cases force configuration values for the device.


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    References :


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