Change Advisory Board itil, information technology infrastructure library

Change Advisory Board itil, information technology infrastructure library  Change Manager (VITAL) One or more of Customer/User User Manager Developer/Maintainer Expert/Consultant Contractor CAB considers the 7 Rs Who RAISED?, REASON, RETURN, RISKS, RESOURCES, RESPONSIBLE, RELATIONSHIPS to other changesRelease Management itil, information technology infrastructure library  Release is a collection of authorised and tested changes ready for deployment A rollout introduces a release into the live environment Full Release e.g. Office 2016 Delta (partial) release e.g. Windows Update Package e.g. Windows Service PackService Operation Maintenance Management Realises Strategic Objectives and is where the Value is seen
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Service Transition itil, information technology infrastructure library

Service Transition itil, information technology infrastructure library  Build Deployment Testing User acceptanceGood service transition  Set customer expectations Enable release integration Reduce performance variation Document and reduce known errors Minimise risk Ensure proper use of services Some things excluded Swapping failed device Adding new user Installing standard softwareKnowledge management Vital to enabling the right information to be provided at the right place and the right time to the right person to enable informed decision Stops data being locked away with individuals Obvious organisational advantage
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Data-Information-Knowledge-Wisdom itil, information technology infrastructure library

Data-Information-Knowledge-Wisdom itil, information technology infrastructure library Change Management – or what we all get wrong! Respond to customers changing business requirements Respond to business and IT requests for change that will align the services with the business needs Roles Change Manager Change Authority Change Advisory Board (CAB) Emergency CAB (ECAB) 80% of service interruption is caused by operator error or poor change control (Gartner)Change Types Normal Non-urgent, requires approval Standard Non-urgent, follows established path, no approval needed Emergency Requires approval but too urgent for normal procedure
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Service Catalogue itil, information technology infrastructure library

Service Catalogue itil, information technology infrastructure library Service Level Management Service Level Agreement Operational Level Agreements Internal Underpinning Contracts External Organisation Supplier Management Can be an annexe to a contract Should be clear and fair and written in easy-to-understand, unambiguous language Success of SLM (KPIs) How many services have SLAs? How does the number of breaches of SLA change over time (we hope it reduces!)?Things you might find in an SLA
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ITSCM – what? itil, information technology infrastructure library

ITSCM – what? itil, information technology infrastructure library  IT Service Continuity Management Ensures resumption of services within agreed timescale Business Impact Analysis informs decisions about resources E.g. Stock Exchange can’t afford 5 minutes downtime but 2 hours downtime probably wont badly affect a departmental accounts office or a college bursaryInformation Security Management Confidentiality Making sure only those authorised can see data Integrity Making sure the data is accurate and not corrupted Availability Making sure data is supplied when it is requested
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Types of SLA itil, information technology infrastructure library

Types of SLA itil, information technology infrastructure library  Service-based All customers get same deal for same services Customer-based Different customers get different deal (at different cost) Multi-level These involve corporate, customer and service levels and avoid repetitionRight Capacity, Right Time, Right Cost! This is capacity management Balances Cost against Capacity so minimises costs while maintaining quality of serviceIs it available? itil, information technology infrastructure library  Ensure that IT services matches or exceeds agreed targets Lots of Acronyms Mean Time Between Service Incidents Mean Time Between Failures Mean Time to Restore Service Resilience increases availability Service can remain functional even though one or more of its components have failed
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Key Concepts itil, information technology infrastructure library

Key Concepts itil, information technology infrastructure library  Incident Unplanned interruption to an IT service or an unplanned reduction in its quality Work-around Reducing or eliminating the impact of an incident without resolving it Problem Unknown underlying cause of one or more incidents Service Delivers value to customer by facilitating outcomes customers want to achieve without ownership of the specific costs and risks Service Level Measured and reported achievement against one or more service level targets Service Level Agreement Written and negotiated agreement between Service Provider and Customer documenting agreed service levels and costs Configuration Management System (CMS) Tools and databases to manage IT service provider’s configuration data Contains Configuration Management Database (CMDB) Records hardware, software, documentation and anything else important to IT provision Release Collection of hardware, software, documentation, proce…
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Kuwait Ministry of Interior and Consumer Protection telephone contact number

Kuwait Ministry of Interior and Consumer Protection telephone contact number

Civil Defence25395131/5Coast Guard Operation25735333 / 25739333Emergency No112Ministry Operations22410035/9Ministry's Operator22433840/954Police Emergency HQ25382000Police Emergency Operations25380935Traffic Operations24816522CONSUMER PROTECTION Hotline24820281 / 25720252

Kuwait Ministry of Interior and Consumer Protection telephone contact number

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Kuwait Ministry of Telephone Exchanges contact numbers

Kuwait Ministry of Telephone Exchanges contact numbers

Ahmadi23980000Ardhiya24880000Fahaheel23910000Farwaniya24710000Hawalli22610000Jahra24770000 / 24570000Jleeb Al-Shyoukh24310000Kuwait City22400000Mangaf23710000Mishref25380000Nuzha22510000Salmiya25710000 / 25610000Shuaiba23260000Shuwaikh24810000Sulaibikhat24870000Sulaibiya24670000Surra25310000Umm Al-Hayaman23280000

Kuwait Ministry of Telephone Exchanges contact numbers

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