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Test Code : ITILSC-OSA
Test appellation : ITIL Service Capability Operational support and Analysis(R)
Vendor appellation : Exin
: 26 existent Questions

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ITIL Service Capability Operational support and Analysis(R) book

MOF, ITIL, and repair supervisor | ITILSC-OSA existent Questions and VCE drill Test

This chapter discusses the provider management procedures designated within the Microsoft Operations Framework (MOF) and counsel expertise recommendation Library (ITIL) supported by device core service supervisor, together with Incident, difficulty, trade, and Configuration administration.

This chapter is from the reserve 

The focus of this chapter is to account for the desires and goals, key terminology, concepts, and endeavor workflows of the strategies listed above, because they're the ideas in the back of the performance present in provider supervisor. figuring out these concepts is crucial to guaranteeing a successful implementation that offers the meant cost to the business, for a few explanations:

  • understanding the desires and objectives of each and every course is imperative to ensure that your implementation helps your solid obtain them.
  • devoid of a solid figuring out of those concepts, you set your implementation in danger—either with the aid of spending cycles making an attempt to variety the distinctions between terms comparable to Incident, problem, prevalent Error, and service Request or through missteps, remodel, or suboptimal implementation as a result of these ideas aren't understood.
  • This chapter includes a high-degree mapping of MOF and ITIL concepts to service supervisor, however particular implementation suggestions is left for subsequent chapters.

    provider supervisor is distinctive from Microsoft's different system core items. it's extra fancy SAP, which encodes enterprise strategies in application. For service manager, these strategies are a subset of the provider administration approaches of MOF and ITIL: Incident, issue, alternate, and Configuration management. it is why an realizing of MOF and ITIL is mainly useful for provider manager, and why getting complete value from the product requires now not best ample technical erudition however furthermore an appropriate degree of competencies of the techniques the provider manager product helps.

    The sections that celebrate limn what MOF and ITIL are, the value they provide, and how to come by begun with them within the context of enforcing service manager.

    MOF and ITIL Are IT carrier management Frameworks

    each MOF and ITIL are carrier administration frameworks. service administration is the theory of organizing and presenting tips technology (IT) to the enterprise as a group of services. MOF and ITIL employ a collection of interrelated terminology, ideas, and course workflows based on most suitable practices for helping and delivering services to the shoppers and users. MOF and ITIL are fashions for the course to race IT as a provider company (as antagonistic an IT solid it really is know-how centric and views itself and conducts its company basically as one which cares for and feeds know-how).

    MOF and ITIL are written counsel specifying a course to organize and control around a group of capabilities to optimize charge for customers and clients of these capabilities. an stupendous corollary to this thought (as a minimum for the IT corporation) is that to perpetually and sustainably supply the tiers of provider the enterprise wants, IT must hold the wherewithal it requires to carry those features at sum times. The aim perquisite here is to enact some thing first rate both for IT and the consumers and clients it serves.

    here is an specimen of how an IT corporation's course will vary in the event that they are expertise centered versus service headquartered:

  • With a technology-based model, the organization and what it does and offers for its purchasers and conclusion users is equipped around expertise (as an example, Microsoft exchange).
  • In a provider administration model, here's prepared round messaging.
  • here is more than just semantics. A messaging provider contains Microsoft exchange together with a number of different associated accessories and mechanisms such as provider degree agreements (SLAs) required to continually convey a provider to shoppers and clients on the anticipated tiers of first-class. these things might possibly subsist overlooked or slip unmanaged when the focus is only on the technology, and could then upshot in an daily reduce satisfactory of carrier.

    feel concerning the change between how an organization that offers messaging as a service over the information superhighway and the course a benchmark IT shop presents it, and you birth to come by the concept of provider management. when you are provisioning messaging over the cyber web, you exigency to

  • verify the features you want to provide. You could hold distinctive carrier applications with diverse elements (email, instant messaging, teleconferencing, shared workspaces, LiveMeeting, and so forth) in each kit.
  • establish service stage packages (different tiers of aspects and assist for each and every service equipment), such because the stage of availability, capability and efficiency, safety, and repair continuity (catastrophe healing).
  • Set pricing and establish charging fashions and mechanisms for each and every carrier and service degree package combos.
  • current your capabilities (including exceptional of carrier and cost) in a catalog to shoppers and edge valued clientele if you want to simply seize into account which features and repair flush programs are correct for them.
  • Separate the carrier supplied (messaging) from the technologies that fabricate it practicable (the certain infrastructure and functions; as an example, Microsoft alternate and Lync) so that you hold agility and selection in the course to give the carrier.
  • Why might an inside IT store want to adopt this sort of model? for the same explanations a vendor would:

  • The charge of the service is made greater express, so it is limpid that the service both has or does not hold the appropriate rate-to-performance qualities.
  • it is obtrusive what is and is not blanketed in the provider.
  • accessible service stages and their cost are made express.
  • Most essential for the service provider, what it takes (the wherewithal required) to supply the functions continually to agreed carrier degrees is made explicit in terms of infrastructure, purposes, organization, contracts, providers, processes, subservices, and service tiers. The roles and responsibilities of the issuer and users and valued clientele are furthermore made specific.
  • Put one more means, organizing around functions helps you avoid overcommitting—as an example, to providing five nines (ninety nine.999%) of availability on a network know-how that can supply simplest ninety nine% uptime. Organizing round services forces you to mediate via what americans, techniques, and expertise are required for each provider to fulfill its goals and to group of workers and procure thus (or, with express shrink out of your consumer, to returned off to a lesser service with decrease service degrees).

    The concept is that each and every carrier is managed for charge personally and that IT could fabricate specific and strive to position in region and retain the supplies required to consistently make, and retain, first rate commitments. A connected concept is that the focal point maintains the conclusion in intellect (the provider itself: what is provided and to what provider stage) instead of the capability (the certain applied sciences chosen). This separation of ends and means is a must hold in enabling both IT and the company it serves to hold the flush of agility up to date businesses require. here is the essence of any IT management framework, which is as follows:

  • To supply key principles, models, and organizing concepts that give a better means than alternate options for ensuring shoppers come by what they need
  • For IT to hold the entire underpinning mechanisms to subsist confident the degrees of exceptional of carrier required and agreed for every provider, together with infrastructure, functions, and tactics
  • Organizing round functions brings together what the customer needs (the facets and the levels of carrier) with the expertise wherewithal required to convey on that want consistently. in the end, your purpose with service groups is to subsist able to say, with confidence, "sure, Mr./Ms. customer, this will furthermore subsist finished, and here's what it expenses." A service administration framework helps you come by there since it provides the set of ideas and constructs that drudgery collectively to fabricate it ensue.

    One such valuable provider management assemble is the provider map. provider maps give a graphical approach to define the accessories and dependencies of a carrier which are inputs into the carrier catalog and SLAs for the carrier. Microsoft, by means of provider maps, gives a estimable start with IT provider administration (ITSM). These maps are rational diagrams of services, that are positive for figuring out and communicating the add-ons that fabricate up features and how they relate to at least one a further. They give documentation of architecture, are profitable in troubleshooting, and duty as a basis for automating features and their associated monitoring and manage tactics. as an instance, which you can seize a provider map and translate it perquisite into a dispensed software in Operations supervisor (OpsMgr). this is described in Chapter 9, "company functions."

    The large wager of MOF and ITIL is that organizing round and managing to a set of functions is a advanced course to provide cost to clients.

    think about two IT businesses with the exact identical substances—IT infrastructure, purposes, americans (including companies and suppliers), cash, agreements, contracts, files, and anything else necessary to convey an IT service—yet with broadly different results when it comes to the charge they devise for their valued clientele. What makes the contrast of their results? A key aspect is how they organize themselves and control the faultfinding things (what they do, manage, and convey), including the techniques they comply with, how they employ potential, the individuals they hold got, and the course they leverage them to create value in the variety of items and capabilities.

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

  • Create a provider catalog (see

    A service catalog entry is a carrier description that helps discourse what the provider is, what it fees, and the course efficiency is measured. desk three.1 is a constituent of a carrier catalog entry for messaging for a fictitious trade (

    desk 3.1. provider Catalog Excerpt (tailored from MOF Job assist "SIP service Catalog")

    service identify

    Messaging provider

    carrier Description

    Odyssey's IT department hosts the entire messaging provider infrastructure, enabling Odyssey employees to dispatch and receive email and to synchronize their drudgery schedules.

    business Alignment

    This service is funded as a Part of Odyssey's IT operational finances. The service advantages sum clients via providing a centralized facility for synchronizing records from Microsoft Outlook, email filtering and caching, net-based access to electronic mail, and free/busy schedule synchronization.

    business owner

    The Human components (HR) division is the company proprietor for this software.

    service Qualification

    This service is attainable to sum daily personnel of Odyssey, at sum places worldwide. each records center has a Microsoft alternate server that provides for the servers at that vicinity, and every of those servers is linked to the company spine for facts synchronization.

    carrier supervisor

    Dave Pultorak.

    carrier Initiation Contact

    service is initiated by course of the HR department for each and every new employee given approval to employ enterprise's e mail.

    external Dependencies

    information superhighway communique facilities, VeriSign safety certificates services.

    carrier facets

    provider desk/incident administration.

    software availability and metric reporting.

    software SLA.

    Hours of provider.

    issue administration.

    Tier 2 escalations and proactive root-cause analysis.

    alternate administration.

    exchange administration and handle.

    know-how improvements.

    Patch management.

    protection administration.

    protection protection: intrusion detection, locked-down safety guidelines.

    information superhighway-certain security coverage: antivirus, antiphishing, antispam.

    additional service points.

    Proactive fitness monitoring.

    high-availability management.

    Nightly server information backup.

  • existing themselves to the enterprise through that service catalog (the employ of consumer-oriented terminology abstracted from the expertise used to bring the carrier—for instance, the usage of messaging because the appellation for the service as an alternative of Microsoft change).
  • define service stages in SLAs.

    An SLA is an settlement between an IT provider provider and customer specifying the carrier, service flush objectives, and provider and customer obligations. table three.2 is an illustration of provider fine measurements and efficiency goals excerpted from "MOF Job support - service flush agreement," purchasable from Microsoft.

    desk 3.2. SLA Excerpt

    carrier nice Measurements



    performance goal

    carrier availability percent

    p.c of time the software is obtainable during daily time table minus the repercussion time from any scheduled or unexpected movements

    goal percentage.

    illustration: ninety nine.6%.

    Incident resolution time

    Time between recording and determination of an incident:

  • precedence 1 = < half-hour
  • precedence 2 = < 2 hours
  • precedence three = < 4 hours
  • X% of transactions of class Y to subsist completed inside Z minutes or hours or days.

    example: 95% of sum precedence 1 e-mail incidents are resolved within half-hour.

    Root-cause analysis reviews

    creation of experiences describing root reason for a specific incident or difficulty

    Timeframe for file to subsist delivered.

    instance: 100% of sum root-cause evaluation studies will subsist delivered inside 24 hours of when the incident passed off.

    SLA overview

    assessment of provider to verify no matter if any changes are required

    % of stories to subsist achieved.

    instance: 100%.

  • Use these and other mechanisms required to exploit the high-quality, cost, and finally the charge provided to the company by means of each carrier.
  • youngsters this edition of service supervisor does not assist service catalogs or SLAs, it's vital to seize note what they're as a result of they are at the center of the provider management ecosystem that provider supervisor helps.

    that you may come by examples and templates for provider catalogs, SLAs, and other carrier administration mechanisms in the "MOF Job help" collections, attainable for download from Microsoft.

    determining the value of MOF and ITIL

    MOF and ITIL terminology, ideas, and mechanisms are embedded in carrier supervisor, and the product supports carrier administration features and techniques. this is one very estimable intent to custody about MOF and ITIL. however, there are other motives, which might subsist faultfinding that you can believe as a basis for knowing and articulating the cost the product can convey (and to whom). what's in it for you, your group, your IT company and its suppliers, your shoppers and cease users, and the business? accept as just with WIIFM (What's In It For Me?) for MOF and ITIL for sum stakeholder audiences: the IT particular person contributor, the IT team, the IT organization, its suppliers, its consumers and conclusion users, and the enterprise as a whole:

  • For the particular person contributor: service management certification is fitting a "primary and anticipated" criterion and is additionally a excellent certification in terms of profits. (an Awful lot of what IT professionals enact each day is tackle changes, troubleshoot incidents, are looking for the root reason for issues, etc.) The practicing for that lies in MOF and ITIL. different professions hold long-centered general terminology (accountants, as an example, enact not argue over what an asset or legal responsibility is) and mechanisms (accountants can forecast to notice a customary ledger once they start drudgery at a company). MOF and ITIL deliver these for IT authorities.
  • For the IT crew: It is not peculiar for teams of particularly sagacious people to devolve perquisite into a communal fool, specifically when a astronomical challenge arises. (almost any one who has spent more than a yoke of minutes in it can attest to this!) For teams to feature smartly, they exigency shared concepts and requisites for "how issues are completed round perquisite here." MOF and ITIL deliver these for IT groups.
  • For the IT company: The IT company as a total wants "a" course to arrange, and that formulation has to subsist utterly labored out with adequate interlocking ideas and helping templates and examples to stand by itself legs. It furthermore helps (tremendously) if these methods are adopted extensively, because it then may furthermore subsist expected that new starters and vendors who Come and slip want less ramp-up time. MOF and ITIL give these.
  • MOF and ITIL compared

    desk three.4 compares MOF and ITIL alongside a yoke of key dimensions. that you could employ it as a starting point for opting for where to fabricate investments your time in gaining erudition of more about these frameworks.

    table three.four. evaluation of MOF and ITIL




    kind ingredient and price

    publication. MOF is attainable for free of freight download.

    ebook. ITIL publications are available in publication contour and loads of different codecs for purchase.

    training and certification

    each MOF and ITIL hold training and certification paths. MOF is proscribed to at least one route and certification on the basis degree.

    ITIL has a basis-stage certification, along with Intermediates, sum of the course as much as skilled- and master-level certification.

    Mapping to commonly authorised IT management frameworks

    both MOF and ITIL give mapping to other commonly permitted IT management frameworks, together with every different as well as ISO 20000 and COBIT. both steer these commonly authorized frameworks and even offers a map to them. So, you may furthermore subsist guaranteed that what you enact with MOF and ITIL are not out of line with other frameworks.

    charge, aspects, restrictions

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

    ITIL is owned by course of the U.okay. office of govt Commerce, with associated restrictions and fees for use.

    Writing style and intention

    MOF is written in a checklist, prescriptive trend, to subsist applied directly. It elements limpid consequences, key questions, inputs, outputs, dreams, and measures in a concise, principal checklist style. here is a refreshing departure from more academic cures of carrier administration ideas.

    ITIL is written in a textbook trend, describing service administration actions, deliverables, processes, functions, roles, key ideas, and fashions, with finished coverage and many greater pages of core content material than MOF.


    MOF offers navigation into Microsoft's service management property—the extra suggestions, practicing, retort accelerators, features, and items—that assist you retain in obligate carrier administration ideas on the Microsoft platform and the items and applied sciences that fabricate up that platform. since the Microsoft platform is a key a Part of most IT stores, you should consider what Microsoft has to present, and MOF helps organization these belongings so that you should instantly discover, draw close, and celebrate them.

    ITIL is know-how agnostic.

    content (methods, features, and administration reviews)

    MOF covers a collection of tactics and functions, and comprises management reviews, as driven by means of Microsoft's ecosystem of clients and partners

    ITIL comprises strategies and features as driven by course of the membership of the IT service management discussion board (itSMF), the ITIL consumer community.

    The conclusion perquisite here is that however there are modifications between ITIL and MOF, and to some extent as a result of these modifications, some potential of each MOF and ITIL are requisite as historical past and context for a a success service manager implementation.

    Getting sum started with MOF and ITIL

    This Part outlines some concepts and components for getting started with MOF and ITIL. after getting a transparent vision of what you want to enact with MOF and ITIL, it is essential to grasp the course to come by sum started.

    Take here steps to come by started with MOF (additional information available at

  • down load MOF core content. Skim the contents so that you come by a feel for what is protected after which hold it near for reference. examine the MOF overview to come by to grips with MOF, and read the MOF word list to seize into account the terminology.
  • download and review the IT pro brief start gear for a pretty estimable introduction to MOF, including podcasts, PowerPoint files, and practising and certification assistance.
  • down load the "Getting begun with MOF" implementation reserve and skim it to investigate your optimum advantage, most valuable jumping-off aspect for getting begun.
  • down load "Bridging from MOF information to Microsoft items - A associate book" and browse it to recollect how Microsoft items steer MOF IT provider management concepts.
  • overview and down load different MOF tips and job aids as you notice hardy the station there is a direct hit for an issue or desultory you notice on the job.
  • Optionally, seize an MOF basis direction and circulate the MOF Certification examination.
  • here are some smooth methods to come by began with ITIL:

  • examine "An Introductory Overview of ITIL V3," from the IT provider management discussion board to come by a mediate for ITIL's constitution and content.
  • study Van Haren Publishing's fanciful ITIL V3: A Pocket e book, which gives technique details overlooked of IT service management discussion board's "An Introductory Overview of ITIL V3," which is greater involved with providing a excessive-stage overview of the service being cycle.
  • down load and evaluation the ITIL glossary to seize note the terminology.
  • Take an ITIL basis direction, and seize and pass the ITIL groundwork examination.
  • Optionally, examine the 5 core ITIL publications. These books are available from a wide selection of sources and in a yoke of formats, reminiscent of PDF, publication, hardcopy ebook, and HTML-based mostly DVD.
  • Optionally, seize further ITIL courses and examinations resulting in ITIL knowledgeable or master fame.
  • MOF and ITIL techniques Supported through carrier supervisor

    MOF and ITIL specify a group of IT strategies deemed essential to subsist certain constant excellent of delivery of IT functions. The core set of procedures are typically these most closely linked to cease users (it really is, the tactics that if missing or broken mind to evoke stentorian complaints most quickly). This edition of carrier supervisor supports essentially the most crucial conclusion consumer-dealing with strategies: Incident, difficulty, exchange, and Configuration management.

    the following sections talk about these approaches, looking at the following for each system:

  • Definition, desires, and objectives
  • Key terminology
  • Why the course matters (its cost)
  • Key efficiency symptoms (KPIs)
  • Reporting
  • Scope
  • Integration with different approaches and features
  • procedure recreation workflow
  • Key roles and responsibilities
  • Key inputs and outputs
  • high-level issues for imposing with provider manager
  • the key selections to fabricate when imposing the strategies consist of people and system choices that in some circumstances sit outdoor the provider manager tool and in different situations power configuration values for the device.

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