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BH0-009 ITSM Foundation Certificate in Problem and Incident Management

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BH0-009 exam Dumps Source : ITSM Foundation Certificate in Problem and Incident Management

Test Code : BH0-009
Test appellation : ITSM Foundation Certificate in Problem and Incident Management
Vendor appellation : ISEB
: 73 true Questions

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ISEB ITSM Foundation Certificate in

what is an ISEB certificates? | killexams.com true Questions and Pass4sure dumps

what's an ISEB supervisor's certificate in IT provider administration? and may you inform me what ITIL is? These each had been requested in a recent job description.For assistance in regards to the ISEB manager's certificate in IT provider administration, gladden survey this net web site. you'll moreover wish to study the guidelines at this site.

so far as i will exist able to inform, here's a professional structure exertion that mixes practicing and assessments to expand already-licensed managers -- who exigency to first acquire an ISEB/EXIN foundation certificate in IT service administration (or the ISEB community carrier administration certificates, which gives exemption) -- into more senior certifications in the selected areas of provider sheperd or provider delivery.

as far as ITIL goes, that refers to the IT Infrastructure Library, a largely European approach to managing IT capabilities, supported with the aid of British ordinary 15000 (BS15000). survey this web web page for extra suggestions.

It sounds dote you're due to the fact employment someplace in the European Union, if no longer within the UK. expedient good fortune and hope that helps!


what's TBM? A framework for using value and innovation in IT | killexams.com true Questions and Pass4sure dumps

TBM definition

The expertise trade administration (TBM) framework helps businesses combine IT into the organization, with the aim of working the IT department dote a enterprise. The concept of working IT dote a trade unit is a simultaneous shift in the corporate world. during the past, IT typically functioned as a stand-on my own company unit and changed into splinter away main trade goals. today, expertise is the groundwork of many corporations and well-nigh each company unit and employee needs access to purposes, hardware and inside techniques. This has shifted IT to the middle of the company, forcing executives to account for IT and technology in determination-making procedures.

The framework isn’t designed to exist a prescriptive formulation for companies to follow. rather, corporations should soundless include TBM as a collaborative exertion to set up a trade administration procedure that helps the entire firm. It’s a system that should soundless grow with the organization, no longer one that defines or restricts the business.

TBM Council

The know-how trade management Council is a non-profit company that works to establish most excellent practices for operating IT as a business. As of 2019, the council has 5,800 participants along with CIOs, CTOs, CFOs and every other IT government or leader answerable for expertise management — 40 percent toil in I&O or finance, while 45 p.c are CXOs. The council began as a biannual CIO executive climax rush via Apptio — the enterprise later based the TBM Council in 2012.

The TBM Council become centered to proffer collaboration, standardization and schooling on expertise company management practices. The community consists of CIOs and senior IT executives and membership receives you access to a community of IT professionals, early entry to research and content material from the Council and an invite to the annual TBM convention and regional TBM summits. The existing TBM Council board of administrators contains executives from agencies equivalent to Intuit, Apptio, AIG, Cisco and Micron, among others.  

TBM Index

The TBM Council partnered with McKinsey & Co. to expand the TBM Index, which acts as a standardized benchmark evaluation. It’s designed to assist companies account their corporate ambiance to survey what TBM aspects they already use, which ones get the biggest bask in an repercussion on and which of them the trade may undertake to help TBM.

“The survey assesses a holistic set of capabilities that deserve to exist in vicinity to maneuver the company of IT. These include your IT operating mannequin, provider orientation, corporation, tools and management capabilities. The survey additionally evaluates the monetary bask in an consequence on and delight from TBM,” in response to the TBM Council.

The index become developed after conducting interviews with TBM leaders and via gathering benchmarking information from greater than 250 organisations in North america, ecu and Australia. groups can comprehensive a 30-minute survey that compares your enterprise’ solutions in opposition t different organizations.

TBM advantages

TBM is designed to aid IT leaders profit deeper perception into IT spending, budgets and resources. Spending is likely one of the greatest roadblocks for IT leaders who should warrant bigger budgets to maintain legacy technology and to adopt modern or imaginative technology in the future. TBM moreover gives executives outside of IT an improved conception of how necessary the IT department is to the complete company. subsequently, businesses the usage of TBM are looking to align IT practices and priorities with trade desires to exist certain the trade helps IT and vice versa.

in keeping with the TBM Council, the 10 core concepts of TBM comprises:

  • position for cost: outline what IT offers and how the department is valued during the organization.
  • continuous improvement: build a roadmap for TBM maturity by using embracing TBM into the every day trade and ensuring TBM is on the forefront of every cost conversation.
  • Create transparency: profit define IT’s charge by artery of translating “spending, consumption and capability into meaningful perspectives for expertise and company choice-makers.”
  • form company demand: highlight imbue and consumption tendencies across company contraptions to inform future budgets and decisions.
  • convey charge for cash: present advantageous and comparatively cheap features and items.
  • Plan and govern: Collaborate and align trade units’ budgets with IT so All know-how needs are met.
  • charge for performance: present ingenious technology and capabilities while holding an eye fixed on the foundation line.
  • company-aligned portfolio: build a portfolio that demonstrates how an terrible lot charge is offered with the aid of a provider, product or procedures in comparison to the smooth of spending.
  • investment in innovation: allot resources to inventive tasks right through the firm.
  • enterprise agility: reply rapidly to opportunities and threats as they pop up within the business.
  • Examples of TBM

    In a case explore at on JP Morgan Chase, the trade wanted to shift perception of IT as “an expensive enigma with microscopic relation to enterprise price” by means of integrating IT into the busines. TBM become embraced to give extra perception into each trade unit and the artery their technology choices influence the monetary route of the company. The IT arm now suits into the company and executives bask in a much better realizing of how funds is spent on know-how and IT managers can function their arm dote any other trade leader. finally, TBM elevated transparency for software and infrastructure features costs, improved visibility into cloud capabilities and helped the trade “embed TBM into the decision-making DNA of the enterprise,” based on the case examine.

    in accordance with a TBM case anatomize on Washington State, the federal government spends $90 billion a year on IT, at minimal, and very nearly 75 % of that cost goes in opposition t regular renovation of current techniques. TBM has been carried out at a status degree in Washington with coordinated efforts between federal businesses, the CIO council and the office of administration and funds (OMB). It’s opened verbal exchange between CFOs, CIOs, acquisition professionals and non-IT body of workers and allowed IT leaders to more advantageous warrant technology charges. a short checklist of benefits for Washington status comprises more desirable records, modernization, evidence of IT’s price, deeper analytics and less difficult reporting.  

    TBM education and certification

    The TBM Council presents a TBM executive foundation Certification alongside a course that covers every thing you deserve to know about TBM. It’s advised for heads of IT finance, TBM application administrators, contributors of the office of the CIO (OCIO), IT vice presidents, senior FP&A gurus, IT software and portfolio administration (PPM/PMO) leaders, carrier administration leaders, IT approach and transformation specialists, senior IT assignment managers, IT governance and chance management professionals and independent consultants proposing TBM, ITSM, IT4IT, GRC and linked features.

    in order to accumulate licensed you will want a bachelor’s degree or equal in trade administration, economics, finance, management advice methods, computer science or an analogous container. You’ll additionally exigency five years of full-time toil event in expertise, accounting, finance, internal audit, marketing or the same department. Candidates should additionally post a missive of referral from a present or past supervisor or a different certified TBM executive. To preserve your certification, you're going to exigency to complete forty hours of carrying on with expert education each two years and pay the certification preservation price, which adjustments every year however certainly not exceeds $300.

    the two-day in-grownup direction expenses $1,495 and is offered throughout the 12 months at distinctive places across the country. on the conclusion of the path you’ll bask in the occasion to assume the certification examination online, but you’ll deserve to pay an extra $195 charge.


    TietoEnator Certifies Testers | killexams.com true Questions and Pass4sure dumps

    January 14, 2002 08:28 ET | supply: TietoEnator

    ESPOO, Finland, Jan. 14, 2002 (PRIMEZONE) -- TietoEnator is one in every of two Swedish organizations permitted to certify testers in accordance with the ISEB groundwork certificates for utility testing. The ISEB examine working towards may exist provided in Sweden and Norway from January.

    TietoEnator has its personal examine academics and presents the direction to customers and personnel. it's a 3-day direction, and at the conclusion of day three the contributors can settle to assume an exam and accumulate the ISEB-certification.

    - they now bask in seen an expanding require for certified testers, and because there isn't any Swedish commonplace for check, they bask in chosen to give the ISEB basis certificate, says Thomas Klarbrant, Managing Director of TietoEnator test solutions.

    ISEB (information systems Examination Board) is a division within BCS (British computing device Society). ISEB offers certifications inside a number of different IT areas. The purpose of ISEB is to elevate the requirements in the IT enterprise and to assist competence development.

    For additional information, gladden contact: Kennet Osbjer, TietoEnator examine options, Sweden, +forty six 706 24 65 33 Marit Saelemyr, TietoEnator Consulting AS, Norway, +forty seven 553 64468

    With over 10,000 personnel and annual web income of EUR 1.1 billion, TietoEnator is a number one trade enterprise of tall value-added IT capabilities in Europe. TietoEnator specializes in consulting, structure and hosting its consumers' company operations within the digital monetary system. The community's services are based on a combination of profound business-particular skills and newest information expertise. www.tietoenator.com

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    TietoEnator, Espoo TietoEnator verify options, Sweden: Kennet Osbjer +46 706 24 65 33 TietoEnator Consulting AS, Norwa: Marit Saelemyr +forty seven 553 64468

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    TietoEnator, Espoo TietoEnator verify options, Sweden: Kennet Osbjer +46 706 24 65 33 TietoEnator Consulting AS, Norwa: Marit Saelemyr +forty seven 553 64468

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    ITSM Foundation Certificate in Problem and Incident Management

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    ITIL certification to provide service support | killexams.com true questions and Pass4sure dumps

    Adelle McIlroy, GTSI Corp.

    IT Reseller Takeaway: In section one and two of their ITIL and ITSM podcast train -- ITSM and ITIL basics and ITIL service support respectively -- Adelle McIlroy of GTSI Corp. identified the best ITIL certification for channel professionals planning to specialize in ITIL service support. The following tip was excerpted from the podcasts.

    There are three levels of certification available for individuals who are interested in structure and demonstrating their ITIL knowledge.

    The first smooth is the Foundation level. It requires a basic understanding of the ITIL service support service delivery set and some appreciation of the additional core material.

    The second is Practitioner level. A Practitioner is a specialist in the design and execution of processes, and the examination for that focuses on the understanding and application of a specific bundle or subset of closely associated processes.

    The highest smooth is the IT Service Manager level. The Service Manager is often answerable for the setup and implementation of ITIL in an organization. They are very experienced professionals and are typically involved in managing service management projects.

    If you map to provide ITIL service support, the most relative practitioner certification is the ITSR: ITIL Practitioner support and Restore Specialization.

    This certificate establishes the practitioner's lore of the service desk function, as well as incident management and project management processes.

    To achieve the certification, a candidate must first complete the Foundation certificate and achieve that credential. Once they've completed that they bask in to assume approved coursework and complete three practical assignments which are submitted for approval. A great number of training providers are actually qualified and authorized to present the material, so it's usually readily available.

    Finally, the candidate takes a two-hour examination on the subject of service desk, incident management and problem management. If the candidate passes and is granted the certification, they are entitled to wear the ITIL blue badge, which is usually in the configuration of a lapel pin.

    About the author: As senior manager for cyber security and enterprise software for GTSI Corp., Adelle McIlroy's key responsibilities include taking successful techniques and technologies from the private sector into public sector environments. A 15-year veteran of the information technology sector, she has savor comprised of hands-on technical, management and consulting savor in both services organizations and monetary services. She received her Bachelor's degree in mathematics and physics from the University of Miami, and has held the following certifications during her career: CISSP, CISA, CBCP; and MCSE.


    MOF, ITIL, and Service Manager | killexams.com true questions and Pass4sure dumps

    This chapter discusses the service management processes specified in the Microsoft Operations Framework (MOF) and Information Technology Information Library (ITIL) supported by System headquarters Service Manager, including Incident, Problem, Change, and Configuration Management.

    This chapter is from the engage 

    The focus of this chapter is to picture the goals and objectives, key terminology, concepts, and activity workflows of the processes listed above, because they are the ideas behind the functionality establish in Service Manager. Understanding these ideas is faultfinding 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 hard understanding of these concepts, you build 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 particular implementation guidance is left for subsequent chapters.

    Service Manager is different from Microsoft's other System headquarters products. It is more dote SAP, which encodes trade 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 plenary value from the product requires not only adequate technical lore but moreover an appropriate smooth of lore of the processes the Service Manager product supports.

    The sections that result picture what MOF and ITIL are, the value they provide, and how to accumulate 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 trade 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. MOF and ITIL are models for how to rush IT as a service provider (as opposed an IT organization that is technology centric and views itself and conducts its trade 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 understanding (at least for the IT organization) is that to consistently and sustainably provide the levels of service the trade needs, IT must bask in the wherewithal it requires to deliver those services consistently. The expostulate here is to execute something expedient both for IT and the customers and users it serves.

    Here is an sample 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 finish 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 smooth agreements (SLAs) required to consistently deliver a service to customers and users at the expected levels of quality. These things might exist missed or vanish unmanaged when the focus is just on the technology, and might then result in an overall lower trait of service.

    Think about the contrast 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 accumulate the understanding of service management. If you are provisioning messaging over the Internet, you must

  • Determine the services you want to provide. You might bask in different service packages with different features (email, instant messaging, teleconferencing, shared workspaces, LiveMeeting, and so on) in each package.
  • Establish service smooth packages (different levels of features and support for each service package), such as the smooth of availability, capacity and performance, security, and service continuity (disaster recovery).
  • Set pricing and establish charging models and mechanisms for each service and service smooth package combinations.
  • Present your services (including trait of service and cost) in a catalog to customers and potential customers so that they can easily understand which services and service smooth packages are right for them.
  • Separate the service provided (messaging) from the technologies that get it viable (the specific infrastructure and applications; for example, Microsoft Exchange and Lync) so that you bask in agility and preference in how to provide the service.
  • Why might an internal IT shop want to adopt such a model? For the same reasons a vendor would:

  • The value of the service is made more explicit, so it is transparent that the service either has or does not bask in 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 famous 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 moreover made explicit.
  • Put another way, organizing around services helps you avoid overcommitting—for example, to providing five nines (99.999%) of availability on a network technology that can provide only 99% uptime. Organizing around services forces you to account 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 understanding is that each service is managed for value individually and that IT can get explicit and strive to build in dwelling and maintain the resources required to consistently make, and keep, expedient commitments. A related understanding is that the focus keeps the finish in intuition (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 bask in the smooth 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 accumulate what they need
  • For IT to bask in All the underpinning mechanisms to ensure the levels of trait 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 exigency consistently. In the end, your aim with service organizations is to exist able to say, with confidence, "Yes, Mr./Ms. Customer, this can exist done, and this is what it costs." A service management framework helps you accumulate there because it provides the set of concepts and constructs that toil together to get it happen.

    One such useful service management construct is the service map. Service maps provide a graphical artery 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 considerable start with IT Service Management (ITSM). These maps are rational diagrams of services, which are useful for understanding and communicating the components that get 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 assume a service map and translate it into a distributed application in Operations Manager (OpsMgr). This is described in Chapter 9, "Business Services."

    The ample pot of MOF and ITIL is that organizing around and managing to a set of services is a superior artery to provide value to customers.

    Imagine two IT organizations with the exact same resources—IT infrastructure, applications, people (including vendors and suppliers), money, agreements, contracts, documents, and anything else needed to deliver an IT service—yet with widely different results in terms of the value they create for their customers. What makes the contrast in their results? A key factor is how they organize themselves and manage the famous things (what they do, manage, and deliver), including the processes they follow, how they exhaust knowledge, the people they have, and how they leverage them to create value in the configuration of goods and services.

    MOF and ITIL specify, among other things, that IT service providers should

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

    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.com).

    Table 3.1. Service Catalog Excerpt (Adapted from MOF Job Aid "SIP Service Catalog")

    Service Name

    Messaging Service

    Service Description

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

    Business Alignment

    This service is funded as section of Odyssey's IT operational budget. 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 trade owner for this application.

    Service Qualification

    This service is available to All regular employees of Odyssey, at All locations worldwide. Each data headquarters 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 modern employee given approval to exhaust company's email.

    External Dependencies

    Internet communication facilities, VeriSign 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.

    High-availability management.

    Nightly server data backup.

  • Present themselves to the trade through that service catalog (using customer-oriented terminology distraught from the technology used to deliver the service—for example, using messaging as the appellation for the service instead of Microsoft Exchange).
  • Define service levels in SLAs.

    An SLA is an agreement between an IT service provider and customer specifying the service, service smooth targets, and provider and customer responsibilities. Table 3.2 is an sample of service trait measurements and performance targets excerpted from "MOF Job Aid - Service smooth Agreement," available from Microsoft.

    Table 3.2. SLA Excerpt

    Service trait Measurements

    Measurement

    Definition

    Performance Target

    Service availability percentage

    Percent of time the application is available during orthodox schedule minus the repercussion time from any scheduled or unexpected events

    Target percentage.

    Example: 99.6%.

    Incident resolution time

    Time between recording and resolution of an incident:

  • Priority 1 = < 30 minutes
  • Priority 2 = < 2 hours
  • Priority 3 = < 4 hours
  • X% of transactions of type Y to exist completed within Z minutes or hours or days.

    Example: 95% of All Priority 1 email incidents are resolved within 30 minutes.

    Root-cause analysis reports

    Production of reports describing root cause of a particular incident or problem

    Timeframe for report to exist delivered.

    Example: 100% of All root-cause analysis reports will exist delivered within 24 hours of when the incident occurred.

    SLA review

    Review of service to determine whether any changes are required

    % of reviews to exist completed.

    Example: 100%.

  • Use these and other mechanisms required to manage the quality, cost, and ultimately the value provided to the trade by every service.
  • Although this version of Service Manager does not support service catalogs or SLAs, it is famous to understand what they are because they are at the headquarters of the service management ecosystem that Service Manager supports.

    You can accumulate examples and templates for service catalogs, SLAs, and other service management mechanisms in the "MOF Job Aid" collections, available for download from Microsoft.

    Determining the Value of MOF and ITIL

    MOF and ITIL terminology, concepts, and mechanisms are embedded in Service Manager, and the product supports service management services and processes. This is one very expedient intuition to custody about MOF and ITIL. However, there are other reasons, which are famous for you to account as a basis for understanding and articulating the value the product can bring (and to whom). What is in it for you, your team, your IT organization and its suppliers, your customers and finish users, and the business? account WIIFM (What's In It For Me?) for MOF and ITIL for All stakeholder audiences: the IT individual contributor, the IT team, the IT organization, its suppliers, its customers and finish users, and the trade as a whole:

  • For the individual contributor: Service management certification is becoming a "basic and expected" criterion and is moreover a top certification in terms of salary. (Much of what IT professionals execute each day is wield changes, troubleshoot incidents, search the root cause of problems, and so on.) The training for that lies in MOF and ITIL. Other professions bask in long-established common terminology (accountants, for example, don't squabble over what an asset or liability is) and mechanisms (accountants can anticipate to survey a generic ledger when they start toil at a company). MOF and ITIL provide these for IT professionals.
  • For the IT team: It is not unusual for teams of highly smart individuals to devolve into a communal idiot, especially when a significant issue arises. (Just about anyone who has spent more than a few minutes in IT can attest to this!) For teams to function well, they exigency shared ideas and standards for "how things are done around here." MOF and ITIL provide these for IT teams.
  • For the IT provider: The IT provider as a entire needs "a" mode to organize, and that mode needs to exist fully worked out with enough interlocking concepts and supporting templates and examples to stand on its own legs. It moreover helps (greatly) if these methods are adopted widely, because it then can exist expected that modern starters and vendors who approach and vanish exigency less ramp-up time. MOF and ITIL provide these.
  • MOF and ITIL Compared

    Table 3.4 compares MOF and ITIL along a number of key dimensions. You can exhaust it as a starting point for determining where to invest your time in learning more about these frameworks.

    Table 3.4. Comparison of MOF and ITIL

    Features

    MOF

    ITIL

    Form factor and cost

    Publication. MOF is available for free download.

    Publication. ITIL publications are available in engage configuration and a variety of other formats for purchase.

    Training and certification

    Both MOF and ITIL bask in training and certification paths. MOF is limited to one course and certification at the Foundation level.

    ITIL has a Foundation-level certification, along with Intermediates, All the artery up to Expert- and Master-level certification.

    Mapping to generally accepted IT management frameworks

    Both MOF and ITIL provide mapping to other generally accepted IT management frameworks, including each other as well as ISO 20000 and COBIT. Both support these generally accepted frameworks and even provides a map to them. So, you can exist assured that what you execute with MOF and ITIL will not exist out of line with other frameworks.

    Cost, features, restrictions

    MOF is free to download and use, and includes not just guidance but moreover examples and templates, with creative commons licensing.

    ITIL is owned by the U.K. Office of Government Commerce, with associated restrictions and costs for use.

    Writing style and purpose

    MOF is written in a checklist, prescriptive style, to exist applied directly. It features transparent outcomes, key questions, inputs, outputs, goals, and measures in a concise, germane checklist style. This is a refreshing departure from more academic treatments of service management ideas.

    ITIL is written in a textbook style, describing service management activities, deliverables, processes, functions, roles, key concepts, and models, with comprehensive coverage and many more pages of core content than MOF.

    Intention

    MOF provides navigation into Microsoft's service management assets—the additional guidance, training, solution accelerators, services, and products—that profit you implement service management concepts on the Microsoft platform and the products and technologies that get up that platform. Because the Microsoft platform is a key section of most IT shops, you exigency to understand what Microsoft has to offer, and MOF helps organization these assets so that you can quickly discover, grasp, and apply them.

    ITIL is technology agnostic.

    Content (processes, functions, and management reviews)

    MOF covers a set of processes and functions, and includes management reviews, as driven by Microsoft's ecosystem of customers and partners

    ITIL includes processes and functions as driven by the membership of the IT Service Management Forum (itSMF), the ITIL user group.

    The conclusion here is that although there are differences between ITIL and MOF, and to some extent because of these differences, some lore of both MOF and ITIL are necessary as background and context for a successful Service Manager implementation.

    Getting Started with MOF and ITIL

    This section outlines some ideas and resources for getting started with MOF and ITIL. Once you bask in a transparent vision of what you want to execute with MOF and ITIL, it is famous to know how to accumulate started.

    Take the following steps to accumulate started with MOF (additional information available at http://www.microsoft.com/mof):

  • Download MOF core content. Skim the contents so that you accumulate a feel for what is included and then sustain it near for reference. Read the MOF overview to familiarize yourself with MOF, and read the MOF Glossary to understand the terminology.
  • Download and review the IT Pro Quick Start Kit for a considerable introduction to MOF, including podcasts, PowerPoint files, and training and certification information.
  • Download the "Getting Started with MOF" implementation sheperd and read it to determine your highest potential, most germane jumping-off point for getting started.
  • Download "Bridging from MOF Guidance to Microsoft Products - A Companion Guide" and read it to understand how Microsoft products support MOF IT service management concepts.
  • Review and download other MOF guidance and job aids as you survey fitting where there is a direct hit for a problem or occasion you survey on the job.
  • Optionally, assume an MOF Foundation course and pass the MOF Certification examination.
  • Here are some ways to accumulate started with ITIL:

  • Read "An Introductory Overview of ITIL V3," from the IT Service Management Forum to accumulate a feel for ITIL's structure and content.
  • Read Van Haren Publishing's excellent ITIL V3: A Pocket Guide, which provides process details left out of IT Service Management Forum's "An Introductory Overview of ITIL V3," which is more concerned with providing a high-level overview of the service life cycle.
  • Download and review the ITIL Glossary to understand the terminology.
  • Take an ITIL Foundation course, and assume and pass the ITIL Foundation examination.
  • Optionally, read the five core ITIL publications. These books are available from a wide variety of sources and in a number of formats, such as PDF, eBook, hardcopy publication, and HTML-based DVD.
  • Optionally, assume additional ITIL courses and examinations leading to ITIL Expert or Master status.
  • MOF and ITIL Processes Supported by Service Manager

    MOF and ITIL specify a set of IT processes deemed necessary to ensure consistent trait of delivery of IT services. The core set of processes mind to exist those most closely associated with finish users (that is, the processes that if missing or broken mind to evoke loud complaints most quickly). This version of Service Manager supports the most famous finish user-facing processes: Incident, Problem, Change, and Configuration Management.

    The following sections debate these processes, looking at the following for each process:

  • Definition, goals, and objectives
  • Key terminology
  • Why the process matters (its value)
  • Key performance indicators (KPIs)
  • Reporting
  • Scope
  • Integration with other processes and functions
  • Process activity workflow
  • Key roles and responsibilities
  • Key inputs and outputs
  • High-level considerations for implementing with Service Manager
  • The key decisions to get when implementing the processes include people and process decisions that in some cases sit outside the Service Manager utensil and in other cases drive configuration values for the tool.


    BMC Remedy ITSM – Cisco ACI joint solution delivers robust and agile IT operations | killexams.com true questions and Pass4sure dumps

    Introduction

    As companies strive to become digital enterprises, they exigency to get the best exhaust of their existing assets and infrastructure, while introducing modern technology and tools that drive the trade forward. ITSM is one of the key digital accelerators that deliver improved performance, higher availability, and reduced risk, All while optimizing IT costs. Modern IT operations bask in to function in a continuous dev-ops model, manage numerous tools, and get sense of All the clamor in an environment that exigency any decipherable data and analytics to deliver modern applications that bask in a tangled web of interdependencies across a distributed environment.

    At Cisco, they observed the growing customer interest in ITSM/ITOM space since the announcement of ACI and quickly forged relationships with leading ITSM vendors dote ServiceNow, Cherwell and brought to market joint solutions to automate and streamline incident management, health monitoring use-cases while simultaneously structure a growing pipeline of customer deployments.

    Today, they are haughty to add BMC Remedy solution for Cisco ACI to this significant ITSM technology partner ecosystem portfolio. This blog captures the essence of the solution and how it enables intuitive service management for the digital enterprise, on-premises or in the cloud.

    Solution overview

    BMC Remedy ITSM suite provides out of box ITIL service support functionality, from architecture to integration and implementation to support. BMC Remedy ITSM has rapid established itself as one of the market leaders addressing IT transparency, elastic and agile services, and effectual collaboration and reporting, aided by a single, central shared data model. Cisco ACI, an SDN based networking architecture, enhances trade agility, reduces TCO, automates IT tasks, and accelerates data headquarters application deployments.

    Organizations are increasingly looking to prick costs and find ways to optimize their IT investments. taut integration of the ITSM layers with underlying IT infrastructure helps organizations to not only optimize their IT infrastructure but moreover helps them to streamline day to day IT operations.

    BMC Remedy ITSM solution for Cisco ACI is a fully-automated policy-based enterprise service management solution that provides separate console visibility into your data headquarters and delivers business-aware IT operations.

    Cisco ACI’s open API seamlessly integrates with BMC Remedy’s relaxation API and forms the foundation for the integration. The key solution component is the BMC ITSM App for Cisco ACI.  The APIC facing interface of the App pulls necessary information from the APIC expostulate database and passes it to BMC instance.

    Figure: Architecture and exhaust Cases of BMC Remedy ITSM – ACI solution

    Major exhaust cases covered as section of the ACI-BMC Remedy joint solution include CMDB enrichment, health and failing monitoring, and proactive incident management. With these ACI-BMC ITSM solution exhaust cases, customers accumulate unprecedented automation, visibility, and efficiency in their IT service management.

    The solution brings a lot of value to the customer, including:

    Single console visibility: The solution keeps track of the entire ACI fabric and passes that information periodically to BMC Remedy CMDB thus providing an accurate and up to date picture of the underlying infrastructure. This in-depth visibility allows admins to get more informed decisions and manage the data headquarters infrastructure efficiently.

    Healthy Data Center: Faults and drunk in health scores in the ACI fabric triggers automatic ticketing workflows in BMC Remedy and further provides admins with the All the germane information needed for troubleshooting. With All the workflows happening in near real-time, IT teams can quickly identify the root-cause and remedial solutions leading to a drastically reduced MTTR.

    Proactive Incident Management: With Cisco ACI keeping an up-to-date view of service-aware infrastructure and informing BMC Remedy ITSM suite about any disruptions and outages, IT operations teams respond more proactively to incidents. Further, the user can exhaust BMC Remedy Problem management workflows and record recurring problems and associated solutions in the Known oversight DB (KEDB) structure a flush repository of past incidents and actions thus creating a proactive incident management system.

    As customer adoption of ACI-BMC Remedy ITSM suite becomes widespread, they will continue to explore newer use-cases to address IT operational pain-points.

    If you occur to exist at Cisco Live Orlando (June 11 -14), gladden rock by Datacenter world of solution demo pods to accumulate a nigh view of how Cisco ACI works with their ecosystem partners and ITSM in particular. They bask in a considerable line up of technical experts at the prove to picture Cisco ACI- BMC Remedy ITSM integrations and moreover hands-on demo session showcasing how these integrations toil in true life exhaust cases.

    Related Links

    www.cisco.com/go/dcecosystem

    www.cisco.com/go/aci

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