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Showing posts with the label OSA

Event Management

Event Management is the process that monitors all events that occur throughout the   IT   infrastructure. It provides the basis for normal operation (service assurance) and also detects, reports on and escalates exception conditions. An   event   can be defined as any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of IT service and evaluation of the impact a deviation might cause to the services. Events are typically notifications created by an IT service,   configuration item (CI)   or monitoring tool. It is unusual for an organization to appoint an “event manager” as most events tend to occur for many different reasons and will in most cases be managed by the technical or application management team whose technology or application is impacting the delivery of an associated service.  However, it is important that Event Management procedures are well defined documented and coordinated among ITIL processe

Access Management

Access Management sometimes also referred to as ''Rights Management'' or ''Identity Management'' provides authorized users the right to use a service, while preventing access to non-authorized users. Because Access Management essentially executes policies defined in IT Security and Availability Management, these two processes will likely be responsible for defining the appropriate roles within Access Management. It is critically important that well defined interfaces between the business and Access Management are seen as vital to achieving high security standards. Typically, responsibilities of both sides are defined in a dedicated Information Security Policy. As an example, policy may specify that HR will inform Access Management in a timely fashion about employees entering or leaving the company. This should lead to having a single set of policies related to managing rights and access.   The Service Desk may be used as a means to request access to

Application Management Lifecycle

From an operational perspective, we are primarily interested in the overall management of applications as part of IT services.  These can be developed in-house or purchased off the self from third party developers. Because of our operational point of view, and the focus on ensuring these services/applications are delivered with both utility and warranty, we look at their support from a more holistic approach and use what is referred to as the “Application Management Lifecycle”. It sequences through six stages or steps which are: Requirements, Design, Build, Deploy, Operate and Optimize.  Requirements: Requirements for new applications are garnered, based on business/customer needs and takes place primarily during services design.  There are six types of requirements for any application Functional requirements Manageability requirements Usability requirements Architectural requirements Interface requirements Service Level requirements Design:   At this point the requ

Operational Support and Analysis (OSA)

What if we did not build an operational support system to meet current business requirements?  That might sound a bit outrageous and contradictory to everything we have learned. If you are a service provider than you are aware that what we consider premium service support today could be accepted as the norm and sometimes can be outdated before it becomes a reality.  The key to sustaining underpinning operations for any industry is in the constructs of the system.   If we build a system to provide what the customer and business outcomes require now then that is what we will have.  The likelihood is that we will have a system that provides for a service that will render itself less than optimized in a shorter time than we would like to think. What is required is an operational support system that can deliver fast but also one that is able to shift, bend and weave with the ever-changing environment and outcomes that it supports.  We need a growing living moving system that can ad