Sample Telco SLA Considerations

  Description Target % Dependencies Additional Comments Uptime/availability of critical Telecom systems       Uptime/availability of critical Telecom systems       Percentage of MAC reduction in Remedy       PBX availability:        Call volume:       International calls:        National  &...

Common DOS/Windows commands and their Linux counterparts

  Copy a file  copy path1filename1 path2filename2  cp path1/filename1 path2/filename2  Copy subdirectory  xcopy path1. path2 /s  cp -R path1 path2  Delete a file  del filename  rm filename  Move a file  move path1filename1 path2  mv path1/filename1 path2      Rename a file  ren filename1 filename2  mv filename1 filename2  List a...

Help Desk Enterprise Integration

Service Desk offers true enterprise-class integration services through its unique SNMP and SMTP Listeners. These powerful network listeners watch for alerts from enterprise management platforms such as Remedy, Landesk, CA Unicenter. Tivoli or HP Openview. When relevant events occur, trouble tickets can be automatically generated at the help desk. ...

Anatomy of Audit Logging

The Information Security Forum’s (ISF) The Standard of Good Practice for Information Security (Version 4.1, January 2005) states that the objective for logging is “To ensure individual accountability and to enable incidents, such as access violations, to be investigated and resolved.” This is easy to state, but a major...

Sample ERP Lines of Service

  Server Administration ERP Application Support ERP Infrastructure Support ERP Upgrade Patch Management       HW & Firmware Updates       DNS Support       Virus Protection       Server OS and Non-DB Backup Administration       Offsite Storage       Maintanence of...

Help Desk Change Management

Today’s distributed computing environment has made change management a nightmare for many organizations.  Today’s Service Desk solution processes new hires, employee transfers, common system upgrades, and other frequently repeated tasks can be managed with ease. The ability to setup dependencies in advance to ensure that the various tasks are...

Help Desk System Considerations

Modern day Helpdesk considerations includes the following system capabilities: · Call Management · Problem Resolution · Problem Prevention · Asset Management · Automated Crisis Management · Integrated Service Level Agreements · Change Management · Built-in Reporting · Web Support · Enterprise Integration · Customization Today’s help desk solutions offer a blend of power and ease-of-use. Help Desk gives mid-range and departmental...

Help Desk Call Management

The moden Help Desk automates the process of entering caller information. Enter a caller’s name, for example, and all other relevant fields fill in automatically.  And because of our intuitive Windows interface all functions are point and click or if you should choose through the keyboard. Today’s Help Desk makes...

Help Desk – Change Controls considerations

Package software support Considerations: Third party development and/or maintenance Project Review by Management Restriction on Transfer to Production Documentation Change Control Procedures: Emergency Changes Segregation of Test and Production Approval of system testing Training in new systems Computer Operations Operations Procedures Supervision of Operations: Communications Management Documentation of Procedures...

Legacy Winlogon Initialization

During system initialization, before any user applications are active, Winlogon performs the following steps to ensure that it controls the workstation once the system is ready for user interaction: 1. Creates and opens an interactive window station (for example, aWindowsWindowStationsWinSta0 in the Object Manager namespace) to represent the keyboard,...

Help Desk IT Business Spectrum

VA (Vulnerability Assessment) scanning and reporting

Documents and action items considerations for reporting requirements (nCircle, Qualys, Nessus, Appscan, SAMATE and other VA Scanning tools). 1. Scope Document (Project Scope) 2. Architecture Document 3. Roles and Responsibilities (Support Plan) 4. Escalation Path (Support Plan) 5. Run books (operations guide) 6. Asset Lists 7. SLA Review and Documentation 8. Metrics and Reporting Documentation 9. Training...

Help Desk Asset Management

The ability to know a caller’s exact computing environment at any given time is critical to the success of an internal help desk.  The need to track complete inventory information for all supported users. The end result is quicker and more accurate problem resolution.  And because you can associate...

Why COBIT

  COBIT resources should be used as a source of best practice guidance. Each of the following is organized by IT management process, as defined in the COBIT Framework. COBIT is intended for use by business and IT management, as well as IS auditors; therefore, its usage enables the...

Service Level Expectations

Staff attrition makes it difficult to support heterogeneous environments: Applications impacted by data management Can’t proactively identify or address service issues  Limited tracking, reporting and documentation Standards perpetually emerging, impractical to implement Evolving technologies outdate policies, procedures Data expectations may not match existing policies No one wants their data...

Increasing Data Growth

  Medical imaging, biotechnology imaging, geophysical engineering, digital media, databases, Physics, Digital animations, RFID / tracking, email: Multiple primary disks – raided / mirrored Multiple business continuance volume business continuance volume snapshots Replicated volumes Many generations of backups – onsite and offsite copies Additional extra copies “tucked away” (i.e....

Adaptation

Modern businesses are organized as a set of core processes operating within supply and demand networks. Almost every organization in the world is faced with increasing pressure for effectiveness and efficiency (i.e., higher quality requirements for products and services, increased revenue, cost reduction, new product development), a pressure for...

Sample Visio – Java Components

Free Visio document download Java Components.vsd https://www.bestitdocuments.com/Samples

High level Antivirus Project Considerations

Expose us More Than in the past  Critical “E-Business” – Sales – Manufacturing – Development  Integrated (& Automated) Supply Chain  Concurrent Engineering  Increased Use of IT Contractors  Layoffs & Acquisitions (unhappy employees)    Background-Computer Viruses  Where do computer viruses come from? o Man-made,...

Some Sample ITIL Domains

Service Level Management Service level management is the name given to the processes of planning, negotiating, co-coordinating, monitoring, and reporting on Service Level Agreements (SLAs). The process includes the on-going review of service achievement to ascertain that the required service quality is maintained and wherever necessary improved. SLAs contain...

Could this be your audit results?

Can you relate to these results…. We will bet most of you won’t admit it. https://www.bestitdocuments.com/Samples  

Idea’s to consider builind a Help Desk Dashboard

Things you should consider Requirements: Business Model Views Active directory aware Single-sign on Role based Access Views Departmental role based access views Point of Contact information Linkages to help-desk ticketing / tracking systems Point of Contact information (Initials Summarization based on top service level Agreements) (Initials Summarization based on...

Asset Management fix suggestions

Leverage asset technologies such as: WEBM CIMOM Asset discovery / management AV Assumptions: Reliable IP Controls Gold Standard system and releases ITIL Change controls ITIL CMDB Corporate overall governance https://www.bestitdocuments.com/Samples

Patch Management Dependencies

Technology and Business dependencies: eCommerce requirements Business processes Data Demographics Data Flows Application Development / testing Governance Policies, procedures, standards Compliances Technology dependencies: Active Directory (policies) Accurate DNS Accurate DHCP Accurate Asset Management Accurate IP Control Reliable Network infrastructure https://www.bestitdocuments.com/Samples

RFP Considerations for Acquisitions and Technology Dependencies

The needs that lead to a consideration of new acquisitions arise from an organization’s day-to-day Business objectives and business operations. Investment and work process analyses articulate these needs and may recommend process changes, procurement of a new system, or both. If procurement of a new system is an option,...

List of Suggested Security Awareness Raising Methods

The following topics are not organized in priority order; they are instead clustered by the type of communication involved.  Consider this list to be a menu from which appropriate activities may be selected.  The policy writer should not select just one or two of the following methods, but ten...

Some Storage Considerations

    DAS  NAS  SAN  iSCSI Type of connection • SCSI • FC-AL • …. • Fast Ethernet • Fibre Channel • Fibre Channel • Internet Remote connection • Typically no • Yes • Possible • Yes Type of I/O • Block  • File  • Block  • Block Performance...

Identity Management Solution Components

Different administration tools and operative components which support the identity management were developed completely independent to each other. Therefore the originated systems offer a high functional overlapping. You are not able to arrange them to a complete identity management infrastructure without any troubles. The most important solution components for...

Leaders create companies based on these fundamentals

  Decentralization: Unless there’s a compelling market-oriented reason for a decision to be made at the top, it’s delegated to the lowest level where the best information resides.    Marketing Mechanisms: The market is the most efficient process for allocating resources. Therefore, central planning and powerful budget offices are...

Constructive Conflict Management

Include all: 1.  Develop supportive environment 2.  Agree on goal/agenda/time limits 3.  Approach conflict as a mutual problem 4.  Acknowledge and reach understanding of the other ideas 5.  State your ideas after the other person has stated ideas 6.  Think of options 7.  Reach agreement    Conflict Resolution Options:...

Ingredients for Productive Team Meetings

There are simple steps which can increase the productivity level of team meetings. Check off the appropriate items as you prepare for your next meeting. During team formation 1. Ensure that all members have a joint understanding ___ Make sure each person understands the mission ___ Define the problem...