ITIL : Service Operation (SO)

1) day to day management of operations
2) provide and support services
3) meet business needs
4) carry out operation at agreed SLA
5) effective and efficient mechanism to deal with request, event, incidents and problems.

Scope: processes
1) Incident Management
2) Event Management
3) Request fulfillment
4) Problem Management
5) Access Management

Scope: functions - Service Desk, Technical Mgmt, IT Operations Mgmt, Application Mgmt

SO - communicates to customers/suppliers/other service management processes

Event - any detectable occurence that has significance for the mgmt of the IT Infra that might cause impact to the services.
Alert - a warningn threshold has been reached. Something has change or a failure has occured.
Service request - a request from user for information, change or access to a service.
incident - an unplanned interruption to an IT service.
workaround -a temporary solution/way of overcoming issues (incident/probs).

Service Desk provides SPOC - single point of contact on a day to day basis.
The service desk is the owner of any incident~

Service Desk has 3 types of organizational structure
a) Local
b) Centralized
c) Virtual - needs a service knowledge management system that is used by all locations.


Processes

Event management
- a basis of operational monitoring and control.
-automating routine operations management activities
-compares performance and behaviour against design standards and SLAs
-basis of service assurance & reporting and service improvement

Incident management
-restore normal service operations asap
-minimize effect on business operations
-ensure service quality and availability maintained

Request Fulfillment
-handle request and deliver
-standard change request
-address complaints and comments and provide info
-responsible for low risk, low cost and frequent occuring changes

Problem Management
-problem - unknown root cause of one or more error
-workaround - a temporary way of overcoming technical issues
-known error - problem that has a documented root cause and a workaround
-known error db (KEDB) - database containing all known error
-problem model -a way defining the steps to be taken to handle incidents by a known error or an error.

Access Management
-give permission to users to access certain things
-access
-identity
-service/service group
-directory services

ITIL : Introduction - notes

1) Definition of a service - a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of risks or costs.

lay man term : A user wants a service which can enhance their productivity/business and they don't want to know the details that happens behind the scene .. they don't want to know problems or costs involved!

2) IT is an enabler for business processes. IT exists primarily to support business processes and IT Services is considered a strategic asset.

3) Customers can get services from 3 types of service provider:
a) Internal Service Provider
b) Shared Services Unit
c) External Service Provider

4) IT Vision and mission must be align with the Business Vision and Mission.

5) Governance ensures that policies and strategies are implemented and the required process are followed.

6) IT Service Management - a set of specialised organizational capabilities for providing values to customers in the form of services. It supported by a knowledge, experience and skills. It is the effective and efficient, process driven management of quality IT services.

7)Process - a set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome which directly or indirectly create values to the customer/stakeholder.

8) Processes are strategic assets when they create competative advantage or market differentiation.

9) Process owner - responsible to ensure their process performed according to the agreed and documented process and is meeting the aims of process definition.
How ? - KPIs
- Ensure process fit desired purpose
- responsible for process design [accountable]
- Ensure staff have required training in the process and are aware of their roles
within the process
- interfacing with line mgmt to ensure process receives needed staff resources.

10) Process Characteristics
a) measurable
b) specific results
c) delivers to customers
d) responds to a specific event

11) RACI MODEL- enabling decisions to be made with pace and confidence. It defines roles and responsibilities within the orgz.

R - responsible - many person can do the job
A - accountable - only one person is accountable
C - consulted - people who are consulted
I - informed - keep up to date of progress

ITIL tV3 Foundation raining and certification

Hi,

I've been busy with training again. This time attending ITIL certification training which is conducted by Quint Wellington Redwood. There's 16 of us from various IT units in IIUM. The best thing that its done in house so we could relate to what we're going through without disclosing it to external parties.

Anyway its 1. 50 am .. just finished studying 6 chapters of ITIL .. oh by the way .. ITIL stands for IT Infrastructure Library. What is the training about? to build understanding on IT Service Management (ITSM) and IT Infrastructure Library. Its a source of best practices and standards in IT Service Management. It evolves on 5 major cycles : Service Strategy, Service Design, Service Transition, Service Operations and lastly Continuous Service Improvement.

I just practised sample 1 exam question and scored 26/40 -- YAY!! passing mark for certification.

Now, going to start of with 2nd round of reading the 6 chapters .. mmmm feed my son .. and the get a lil bit of nap .. lets say 3 hours?? Nahh ... a 2 hour sleep is sufficient :-P

Please pleaseee ... I need to pass this certification exam .. *adehhhhh*

TAWAS-Tabung Warisan Anak Selangor

Mmmmm ... first of all congratulations to the new government of Selangor and Thank You so much for looking after the welfare of anak-anak selangor di Negeri Selangor ni.

My father beriya-iya telling me to fill up the form .. ni kerajaan negeri selangor dah distribute form ... TAWAS utk anak-anak kelahiran selangor .. ttp layak utk Ayman je liza .. sebab lahir selepas pemerintahan baru .. Naureen tak layak sebab lahir pemerintahan BN gamaknya .. or to look on the positive side .. ada "cut of date le" .. ni my version of the story .. abah I tak cakap mcm ni ...Abah I tambah lagi ... ni abah tak isi lagi form Mesra Usia Emas .. nanti kalau orang tua meninggal dapat le RM 2 500.00. ("emmmm .. huh .. tak da la akak nak kejar kan duit RM 2 500.00 tu abah ... I would prefer making doa for you to live a healthy life and see your grandchildren grow up).

Ok .. so baru kejap tadi I started lah to fill up the TAWAS form .. scrutinizing the form and then stumped! Bengangnya akuuuu ... byk cengkadak pulakkk.. kalau nak bagi duit tu bagi je lahh .. aku pun tak harap sangat duit TAWAS tu .. abah aku yg suruh isi ... Nak tahu sebab apa jadi geram???

Syarat-syarat Permohonan

1. Warganegara Malaysia DAN --- OK
2. Lahir di Negeri Selangor atau di luar Negeri Selangor mulai 1 Januari 2008, DAN --- OK
3. Samada
4. Ibu atau Bapa lahir di Negeri Selangor ATAU
5. Ibu atau Bapa lahir di Kuala Lumpur sebelum 1 Februari 1974 -- WHAT THE HECK!!??!!

So I am not categorized as number 4 or 5. What the heck!!!! I have been living in Selangor since I was born in 1975.... doesn't that count for something???? The mistake was one only ... AKu lahir di Hospital Besar Kuala Lumpur ... whateverr laa....

Tak harapkan pun duit tu .. Naureen and Ayman dah ada Tabung Pendidikan mereka sendiri di HLA..... Whatever!!!!

Its frustrating gilerrrrrr....

I am at the training centre at KnowledgeComm in PJ. This is the last day of a 4 day session on Crystal Report IX- Report Design Fundamental and Business Reporting Solutions. I wanted to learn and gain new knowledge as I am needed to create reports. I didn't put a high expectation towards the training. As long as I can digest and comprehend what its all about then that would be great! Well 1st day itself ... I am like "what the heck" ... and then second day same thing ... 3rd same thing and today .. I am so pissed off at the trainer. I have never raised my voice to a trainer before. This is the first and I hope the last. Okay .. you're not a BusinessObjects trainer or maybe not even a Crystal Report Certified Professional etc ... okay I understand but the least you could do is come prepared for the training! This is what I and other trainee observed:

1. Training material was only given after morning break which was around 10++ am.
   
2. Poor communication skills. He did not guide us properly through the training materials.
3. Do not follow sequence of the training materials. He jumps from one section to another.
4. Could not provide satisfactory answers to questions. All he says if he can't handle the situation is to walk away from you or say "I'll get back to you on that" .. which he doesn't.
5. Gives incorrect answers/input when enquired. E.g I asked whether we can change report template if we have already completed the report and we don't want to use the current one . So can we change the template w/o having to redo the report. You know what he answered .."No can not .. you have to redo" .. Kamal Najib was like "HUH?" and I'm like "What?????". After the trainer moved on ... Kamal showed me where to change the template w/o redoing the report. Boddow or not this trainer??? Comprehend my question or not????Even if I talk in Manglish also .. sure you can understand ...
6. Do not guide us with the Practice section and we ended up not understanding how to solve the questions.
7. Do not use teaching and learning facilities .. like .. Projectors .. or show us one by one on screen.
8. I was able to find solution while he was tinkering away on his notebook trying to solve questions.
9. Show us non workable solutions which led me and my collegues to be frustrated and upset!

I'm going to give a very bad feedback after the end of this training. I want another replacement training.. farrah said if I'm not satisfied .. they'll slot me in another training session FOC. Yeah ... I want that and hope I won't get the same trainer.

DUKE >> DUKE>>DUKE

I'm surprised that the journey from my office in Gombak to Jln 19/1, PJ .. took only 30minutes.
No traffic jam .. the journey was smooth and no traffic lights!!! heheheh.
7.48 am ...arrived aroun 8.20 am! Now thats cool.

Its the first time I used DUKE to travel to PJ... nice really nice .. tp 2 kali kena toll lah..
1st on DUKE and then I used the Kerinchi Link... sepatutnya boleh keluar di INTAN .. go to section 16 and straight to Jln 19/1... but there was a long queue so I opt for Kerinchi link ... exited at LDP ... and then straight to Jln University ... travel to Jln 19/1.. longer route but still i don't have to wait in queue (Thats the objective .. No long queues)

Well .. now waiting for 2 more trainees to come and we'll start with 2nd session of Crystal report IX training ... ciao!

A reminder

"Wahai
orang² yang beriman! Jika datang kepada kamu seorang fasiq membawa
satu
berita, maka selidikilah (untuk menentukan) kebenarannya, supaya
kamu
tidak menimpakan sesuatu kaum dengan perkara yang tidak diingini -
dengan
sebab kejahilan kamu mengenainya - sehingga menyebabkan kamu
menyesali apa
yang telah kamu lakukan."

(Surah Al-Hujrat
: 6)

-----------
Miejr sent this email but how many of us really comprehend the verses.
Ambil lah iktibar dan selidikilah sesuatu sebelum buat assumptions dan
menuduh sesuatu secara membuta-tuli. Assumption and allegations w/o
facts are the mother of all f***k ups (ayat gaban) or screw-ups (ayat proper).

I know for a fact because I did it too and all hail broke loose. It was a lesson learned. So now i've become wary and careful when talking to people (even those who are close to me). Not to assume things and judge people based on one side. I try to listen to both and deduce. This goes with the reshuffling exercise too. There are irresponsible person(s) who tries to disrupt the exercise and thinks negatively about everything.