Technology Considerations Tutorial

6.1 Technology Considerations

Learning Unit 6 is about Technology considerations. Here we will look at the technology requirements of service transition.

6.2 Technology Considerations

Technology has a major role to play in Service Transition, and this should be designed in, and mechanisms for maintaining and maximizing benefit from technology must be in place. There are two ways in which Service Transition is supported by technology: • Enterprise-wide tools that support the broader systems and processes within which Service Transition delivers support • Tools targeted more specifically at supporting Service Transition or parts of Service Transition. The following systems, supporting the wider scope, will provide automated support for some elements of Service Transition management: • IT Service Management systems include: — Enterprise frameworks that provide integration capabilities to integrate and link in the CMDB or tool — System, network and application management tools — Service dashboards and reporting tools • Specific ITSM technology and tools cover: — Service Knowledge Management System — Collaborative, content management, workflow tools — Data mining tools — Extract, load and transform Data tools of Measurement and reporting systems — Test management and testing tools There are many support tools that can assist Change Management, Configuration Management and Release Management. These may come in a variety of combinations and include: • Configuration Management Systems and tools and • Version control tools Let us look into some of the tools in detail. In the next slide let us discuss on knowledge management tools.

6.3 Knowledge Management Tools

Knowledge Management tools addresses an organization’s need for management for processing information and transmitting knowledge. Knowledge Management tools address the requirements of maintaining records and documents electronically. Records are distinguished from documents by the fact that they function as evidence of activities, rather than evidence of intentions. Examples of documents include policy statements, plans, procedures, service level agreements and contracts. • Document management – defines the set of capabilities to support the storage, protection, archiving, classification and retirement of documents and information • Records management – defines the set of capabilities to support the storage, protection, archiving, classification and retirement of records • Content management – the capability that manages the storage, maintenance and retrieval of documents and information of a system or website. The result is often a knowledge asset represented in written words, figures, graphics and other forms of knowledge presentation. Examples of knowledge services that directly support content management are: – web publishing tools – web conferencing, wikis, blogs etc. – word processing – Data and financial analysis – presentation tools – flow-charting – content management information (codify, organize, version control, document architectures) – Publication and distribution. In the next slide let us discuss about collaboration of Technology considerations of Service transition

6.4 Collaboration

In our last slide we discussed about Knowledge Management tools. This slide explains the Collaboration. Collaboration is the process of sharing implied knowledge and working together to accomplish stated goals and objectives. The following is a list of knowledge services widely available today, which, when properly implemented, can significantly improve the productivity of people by streamlining and improving the way they collaborate: Shared calendars and tasks, Thread discussions, Instant messaging, White-boarding, Video or teleconferencing and E-mail. Communities are rapidly becoming the method of choice for groups of people spread across time zones and country boundaries to communicate, collaborate and share knowledge. These communities are typically facilitated through an online medium such as intranet or extranet and the community often acts as the integration point for all knowledge services provided to its members. Well-run communities will typically elect a leader to manage and run the community and a group of subject matter experts to contribute and evaluate knowledge assets within the community. Examples of services and functions provided within the typical online community are: Community portals • E-mail alias management • Focus groups • Intellectual property, best practice, work examples and template repository • Online events and net shows. Successful communities often implement a reward and recognition programme for their members. Such a program is a means to acknowledge and reward the contribution of valuable knowledge assets. Workflow management is another broad area of knowledge services that provides systemic support for managing knowledge assets through a predefined workflow or process. Many knowledge assets today go through a workflow process that creates, modifies, augments, informs, or approves aspects of the asset. For example, within the sphere of application management, a Request for Change (RFC) is a knowledge asset that moves through a workflow that creates it, modifies it, assesses it, estimates it, approves it and ultimately deploys it. Workflow applications provide the infrastructure and support necessary to implement a highly efficient process to accomplish these type of tasks. Typical workflow services provided within this services category include: • Workflow design • Routing objects • Event services • Gate keeping at authorization checkpoints • State transition services. In the next slide let us discuss about Configuration management.

6.5 CMS

Many organizations have some form of Configuration Management in operation, but it is often paper-based. For large and complex infrastructures, Configuration Management will operate more effectively when supported by a software tool that is capable of maintaining a CMS. The CMS contains details about the attributes and the history of each CI and details of the important relationships between CIs. Ideally, any CMDB should be linked to the DML (which has already been discussed under Configuration Model). Often, several tools need to be integrated to provide the fully automated solution across platforms, e.g. federated CMDB. The functionality that need to be considered for CMS are: • Ability to integrate multiple data sources • Sufficient security controls • Support for CIs of varying complexity • Hierarchical and networked relationships between CIs • Easy addition of new CIs and deletion of old CIs • Automatic validation of input data • Automatic determination of all relationships • Automatic identification of other affected CIs • Automatic updating and recording of the version number • Maintenance of a history of all CIs • Support for the management and use of configuration baselines • Ease of interrogation of the CMS and good reporting facilities • Flexible reporting tools to facilitate impact analyses • The ability to show graphically the configuration models and maps • The ability to show the hierarchy of relationships between ‘parent’ CIs and ‘child’ CIs. With this we have come to the end of the learning unit, let us summarize in the next slide.

6.6 Learning Unit 6 Summary

In this learning unit we discussed that: • While considering tools and technology requirements for Service Transition they may be categorized into generic enterprise-wide tools and Service Transition specific tools. • The important tools to be considered for Service Transition stage are : • Knowledge Management Tools – For Documents, Records and Content Management • Collaboration Tools – Covering communities and workflow management • Configuration Management System related tools with abilility to : – Identify, validate, relate configuration items – Draw reports and perform impact analyses – Show graphical models and maps – Integrate multiple data sources and – Provide sufficient security controls. Next is the quiz section, complete the questions before proceeding to learning unit 7 on Implementing and improving service transition.

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  • PMP, PMI, PMBOK, CAPM, PgMP, PfMP, ACP, PBA, RMP, SP, and OPM3 are registered marks of the Project Management Institute, Inc.

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