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ITILSC-OSA | ITIL Service Capability Operational Support and Analysis(R)

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Exam Number ITILSC-OSA
Exam Name ITIL Service Capability Operational Support and Analysis(R)
Questions 26 Q & A
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Test Number : ITILSC-OSA
Test Name : ITIL Service Capability Operational Support and Analysis(R)
Vendor Name : Exin
Q&A : 26 Dumps Questions

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ITIL Service Capability Operational Support and Analysis(R) certification

MOF, ITIL, and repair supervisor | ITILSC-OSA Dumps and Real test Questions with VCE Practice Test

This chapter discusses the service administration techniques distinct in the Microsoft Operations Framework (MOF) and suggestions know-how counsel Library (ITIL) supported by using device center carrier manager, including Incident, issue, exchange, and Configuration administration.

This chapter is from the book 

The center of attention of this chapter is to explain the goals and aims, key terminology, concepts, and activity workflows of the processes listed above, because they're the concepts in the back of the performance present in carrier supervisor. understanding these ideas is vital to guaranteeing a a hit implementation that gives the meant price to the enterprise, for a few motives:

  • figuring out the desires and aims of every method is crucial to ensure that your implementation helps your firm obtain them.
  • devoid of a company figuring out of these ideas, you set your implementation in danger—both via spending cycles making an attempt to sort the distinctions between phrases equivalent to Incident, problem, favourite Error, and service Request or via missteps, rework, or suboptimal implementation as a result of these ideas aren't understood.
  • This chapter contains a excessive-degree mapping of MOF and ITIL concepts to carrier supervisor, however precise implementation tips is left for subsequent chapters.

    provider supervisor is distinctive from Microsoft's other system core items. it is greater like SAP, which encodes enterprise methods in application. For service manager, those strategies are a subset of the service administration procedures of MOF and ITIL: Incident, problem, exchange, and Configuration administration. that is why an figuring out of MOF and ITIL is especially positive for service manager, and why getting full cost from the product requires no longer most effective ample technical potential however also an acceptable level of talents of the strategies the provider supervisor product helps.

    The sections that follow describe what MOF and ITIL are, the price they provide, and how to get began with them within the context of enforcing service manager.

    MOF and ITIL Are IT service administration Frameworks

    both MOF and ITIL are provider management frameworks. carrier administration is the theory of organizing and featuring tips expertise (IT) to the company as a set of features. MOF and ITIL employ a set of interrelated terminology, concepts, and procedure workflows in accordance with most beneficial practices for helping and providing features to the valued clientele and clients. MOF and ITIL are fashions for the way to run IT as a provider issuer (as adversarial an IT organization it truly is expertise centric and views itself and conducts its company basically as one that cares for and feeds technology).

    MOF and ITIL are written tips specifying how to organize and manipulate round a set of services to optimize cost for customers and users of those capabilities. an enormous corollary to this theory (at the least for the IT corporation) is that to at all times and sustainably provide the ranges of service the enterprise wants, IT must have the wherewithal it requires to carry those capabilities constantly. The intention right here is to do anything good both for IT and the clients and users it serves.

    here is an illustration of how an IT corporation's strategy will range in the event that they are expertise founded versus service headquartered:

  • With a expertise-based model, the corporation and what it does and gives for its clients and end clients is geared up round expertise (as an example, Microsoft alternate).
  • In a carrier management mannequin, this is organized round messaging.
  • this is greater than simply semantics. A messaging carrier includes Microsoft exchange together with a number of other linked components and mechanisms akin to carrier degree agreements (SLAs) required to constantly carry a carrier to shoppers and users at the anticipated levels of pleasant. this stuff can be ignored or go unmanaged when the center of attention is only on the expertise, and might then influence in an typical lower excellent of provider.

    believe concerning the change between how a corporation that offers messaging as a carrier over the cyber web and how a standard IT store presents it, and also you beginning to get the concept of carrier management. if you are provisioning messaging over the cyber web, you need to

  • verify the capabilities you need to deliver. You may have diverse service packages with different aspects (e-mail, speedy messaging, teleconferencing, shared workspaces, LiveMeeting, and the like) in every kit.
  • set up service stage programs (different stages of features and assist for each and every carrier equipment), such because the stage of availability, means and efficiency, security, and service continuity (catastrophe recovery).
  • Set pricing and establish charging models and mechanisms for each carrier and service degree equipment mixtures.
  • present your functions (including nice of service and cost) in a catalog to clients and competencies consumers in order to readily remember which services and service stage programs are right for them.
  • Separate the carrier provided (messaging) from the technologies that make it possible (the certain infrastructure and applications; for instance, Microsoft exchange and Lync) so that you've got agility and choice in how to provide the provider.
  • Why may an inner IT shop wish to undertake this sort of mannequin? for the same motives a seller would:

  • The price of the service is made extra explicit, so it is obvious that the service both has or does not have the appropriate cost-to-efficiency traits.
  • it's glaring what is and isn't blanketed in the service.
  • accessible carrier degrees and their cost are made explicit.
  • Most important for the provider company, what it takes (the wherewithal required) to supply the functions continuously to agreed carrier degrees is made express when it comes to infrastructure, functions, corporation, contracts, carriers, processes, subservices, and repair stages. The roles and duties of the issuer and clients and clients are also made express.
  • Put yet another manner, organizing around functions helps you avoid overcommitting—for example, to presenting 5 nines (ninety nine.999%) of availability on a community know-how that can supply handiest 99% uptime. Organizing around features forces you to suppose via what individuals, strategies, and technology are required for each and every service to meet its aims and to workforce and procure therefore (or, with express agreement out of your consumer, to back off to a lesser service with lessen service tiers).

    The theory is that each service is managed for cost personally and that IT can make explicit and attempt to position in place and keep the supplies required to continuously make, and retain, first rate commitments. A related concept is that the focus maintains the conclusion in intellect (the carrier itself: what is provided and to what carrier stage) as opposed to the capacity (the particular technologies chosen). This separation of ends and skill is a must-have in enabling both IT and the organization it serves to have the degree of agility modern businesses require. this is the essence of any IT administration framework, which is as follows:

  • To provide key ideas, fashions, and organizing ideas that deliver an improved ability than alternate options for guaranteeing consumers get what they want
  • For IT to have the entire underpinning mechanisms to be sure the degrees of first-rate of carrier required and agreed for each provider, together with infrastructure, functions, and techniques
  • Organizing around capabilities brings together what the consumer wants (the points and the degrees of carrier) with the expertise wherewithal required to convey on that want always. in the end, your purpose with service businesses is to be in a position to say, with self belief, "sure, Mr./Ms. customer, this may also be performed, and this is what it prices." A provider administration framework helps you get there since it provides the set of ideas and constructs that work together to make it ensue.

    One such constructive service administration assemble is the service map. carrier maps deliver a graphical way to outline the components and dependencies of a service which are inputs into the service catalog and SLAs for the provider. Microsoft, by means of provider maps, provides an outstanding beginning with IT provider management (ITSM). These maps are logical diagrams of features, which can be positive for knowing and speaking the components that make up functions and how they relate to at least one an extra. They supply documentation of structure, are useful in troubleshooting, and function as a foundation for automating capabilities and their associated monitoring and control procedures. as an instance, that you may take a provider map and translate it into a dispensed application in Operations manager (OpsMgr). this is described in Chapter 9, "business capabilities."

    The large guess of MOF and ITIL is that organizing round and managing to a collection of services is a sophisticated method to provide value to consumers.

    think about two IT organizations with the accurate same materials—IT infrastructure, functions, americans (including companies and suppliers), funds, agreements, contracts, files, and anything crucial to deliver an IT provider—yet with widely distinct consequences when it comes to the cost they invent for his or her purchasers. What makes the difference in their effects? A key factor is how they prepare themselves and manage the vital things (what they do, manipulate, and deliver), together with the processes they observe, how they use knowledge, the americans they have, and how they leverage them to create value within the kind of items and capabilities.

    MOF and ITIL specify, amongst different issues, that IT provider suppliers may still

  • Create a service catalog (see http://blogs.technet.com/b/randyy/archive/2005/07/25/408206.aspx).

    A service catalog entry is a provider description that helps speak what the provider is, what it prices, and the way efficiency is measured. desk three.1 is a portion of a service catalog entry for messaging for a fictitious company (Odyssey.com).

    desk 3.1. carrier Catalog Excerpt (adapted from MOF Job aid "SIP service Catalog")

    service name

    Messaging carrier

    carrier Description

    Odyssey's IT branch hosts the whole messaging provider infrastructure, enabling Odyssey personnel to send and receive email and to synchronize their work schedules.

    company Alignment

    This carrier is funded as part of Odyssey's IT operational price range. The provider advantages all users by way of offering a centralized facility for synchronizing data from Microsoft Outlook, e mail filtering and caching, net-based access to e mail, and free/busy time table synchronization.

    enterprise owner

    The Human supplies (HR) division is the enterprise owner for this utility.

    provider Qualification

    This provider is obtainable to all general employees of Odyssey, at all locations worldwide. every information core has a Microsoft alternate server that gives for the servers at that location, and every of these servers is related to the company backbone for records synchronization.

    carrier manager

    Dave Pultorak.

    carrier Initiation Contact

    service is initiated by way of the HR department for each and every new worker given approval to use company's electronic mail.

    exterior Dependencies

    information superhighway conversation facilities, VeriSign safety certificate features.

    service features

    service desk/incident management.

    software availability and metric reporting.

    software SLA.

    Hours of service.

    difficulty management.

    Tier 2 escalations and proactive root-trigger analysis.

    trade administration.

    exchange management and control.

    technology enhancements.

    Patch administration.

    security management.

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

    cyber web-selected security insurance policy: antivirus, antiphishing, antispam.

    extra carrier elements.

    Proactive fitness monitoring.

    high-availability management.

    Nightly server facts backup.

  • present themselves to the business via that service catalog (the usage of customer-oriented terminology abstracted from the know-how used to deliver the service—for example, the usage of messaging because the identify for the service in its place of Microsoft trade).
  • define provider ranges in SLAs.

    An SLA is an settlement between an IT provider issuer and client specifying the service, service degree targets, and provider and client obligations. desk 3.2 is an illustration of carrier high-quality measurements and efficiency ambitions excerpted from "MOF Job assist - provider degree settlement," purchasable from Microsoft.

    table three.2. SLA Excerpt

    provider quality Measurements



    performance target

    service availability percentage

    % of time the utility is available right through typical agenda minus the have an effect on time from any scheduled or sudden hobbies

    goal percentage.

    illustration: 99.6%.

    Incident resolution time

    Time between recording and backbone of an incident:

  • priority 1 = < half-hour
  • precedence 2 = < 2 hours
  • precedence 3 = < 4 hours
  • X% of transactions of type Y to be completed inside Z minutes or hours or days.

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

    Root-cause evaluation stories

    construction of reports describing root explanation for a specific incident or issue

    Timeframe for report to be delivered.

    example: 100% of all root-cause analysis reports should be delivered inside 24 hours of when the incident passed off.

    SLA evaluation

    review of provider to verify no matter if any alterations are required

    % of experiences to be completed.

    example: 100%.

  • Use these and other mechanisms required to manipulate the first-class, cost, and subsequently the value provided to the enterprise by means of every service.
  • despite the fact this edition of carrier supervisor doesn't help provider catalogs or SLAs, it is vital to be aware what they are as a result of they're on the center of the service management ecosystem that provider manager supports.

    which you could get examples and templates for carrier catalogs, SLAs, and other provider administration mechanisms within the "MOF Job support" collections, obtainable for get from Microsoft.

    picking out the cost of MOF and ITIL

    MOF and ITIL terminology, concepts, and mechanisms are embedded in provider supervisor, and the product helps carrier administration features and processes. here's one very respectable reason to care about MOF and ITIL. although, there are different factors, that are essential that you can agree with as a groundwork for understanding and articulating the value the product can carry (and to whom). what is in it for you, your crew, your IT organization and its suppliers, your shoppers and conclusion clients, and the enterprise? agree with WIIFM (What's In It For Me?) for MOF and ITIL for all stakeholder audiences: the IT individual contributor, the IT team, the IT corporation, its suppliers, its customers and end clients, and the business as an entire:

  • For the particular person contributor: service administration certification is fitting a "simple and anticipated" criterion and is additionally a exact certification when it comes to profits. (lots of what IT gurus do each day is tackle adjustments, troubleshoot incidents, searching for the root cause of issues, and so forth.) The practicing for that lies in MOF and ITIL. different professions have lengthy-based commonplace terminology (accountants, for instance, don't argue over what an asset or liability is) and mechanisms (accountants can predict to peer a everyday ledger after they delivery work at a company). MOF and ITIL provide these for IT professionals.
  • For the IT team: It isn't extraordinary for teams of tremendously intelligent people to devolve into a communal fool, chiefly when a big situation arises. (well-nigh any one who has spent greater than a few minutes in it could possibly attest to this!) For groups to feature well, they want shared concepts and standards for "how things are completed round right here." MOF and ITIL provide these for IT teams.
  • For the IT provider: The IT provider as an entire needs "a" formulation to organize, and that system must be wholly labored out with sufficient interlocking ideas and assisting templates and examples to face by itself legs. It additionally helps (significantly) if these strategies are adopted extensively, because it then can be expected that new starters and companies who come and go need less ramp-up time. MOF and ITIL provide these.
  • MOF and ITIL in comparison

    desk 3.four compares MOF and ITIL alongside a few key dimensions. that you can use it as a place to begin for identifying the place to invest your time in gaining knowledge of more about these frameworks.

    desk three.4. evaluation of MOF and ITIL




    kind aspect and cost

    book. MOF is accessible for free of charge down load.

    booklet. ITIL publications can be found in e-book kind and numerous different formats for buy.

    training and certification

    both MOF and ITIL have training and certification paths. MOF is restricted to one path and certification at the foundation stage.

    ITIL has a groundwork-degree certification, together with Intermediates, all the means up to expert- and master-level certification.

    Mapping to frequently authorised IT administration frameworks

    both MOF and ITIL deliver mapping to different often approved IT management frameworks, including each different in addition to ISO 20000 and COBIT. both assist these commonly permitted frameworks and even offers a map to them. So, you may also be guaranteed that what you do with MOF and ITIL aren't out of line with different frameworks.

    can charge, points, restrictions

    MOF is free to down load and use, and contains now not just assistance however additionally examples and templates, with inventive commons licensing.

    ITIL is owned by the U.k. office of govt Commerce, with linked restrictions and costs to be used.

    Writing fashion and aim

    MOF is written in a checklist, prescriptive fashion, to be utilized directly. It points clear results, key questions, inputs, outputs, dreams, and measures in a concise, critical guidelines vogue. here is a fresh departure from extra academic cures of service administration ideas.

    ITIL is written in a textbook style, describing provider management actions, deliverables, tactics, functions, roles, key ideas, and models, with comprehensive coverage and many extra pages of core content material than MOF.


    MOF gives navigation into Microsoft's provider administration property—the further information, training, answer accelerators, features, and products—that help you implement carrier administration concepts on the Microsoft platform and the products and applied sciences that make up that platform. since the Microsoft platform is a key a part of most IT stores, you deserve to keep in mind what Microsoft has to offer, and MOF helps firm these belongings so so you might right now discover, draw close, and follow them.

    ITIL is technology agnostic.

    content (processes, features, and management experiences)

    MOF covers a group of processes and capabilities, and contains administration studies, as pushed by way of Microsoft's ecosystem of consumers and companions

    ITIL includes processes and capabilities as driven through the membership of the IT provider management discussion board (itSMF), the ITIL user community.

    The conclusion here is that despite the fact there are variations between ITIL and MOF, and to some extent as a result of these adjustments, some skills of each MOF and ITIL are imperative as heritage and context for a a success provider manager implementation.

    Getting began with MOF and ITIL

    This area outlines some concepts and components for getting started with MOF and ITIL. once you have a transparent vision of what you need to do with MOF and ITIL, it is important to understand the way to get all started.

    Take here steps to get started with MOF (more information attainable at http://www.microsoft.com/mof):

  • down load MOF core content. Skim the contents in order that you get a feel for what is protected and then hold it near for reference. study the MOF overview to get to grips with MOF, and read the MOF glossary to take into account the terminology.
  • download and evaluate the IT seasoned short start kit for an excellent introduction to MOF, together with podcasts, PowerPoint data, and training and certification information.
  • down load the "Getting started with MOF" implementation ebook and skim it to examine your optimum competencies, most significant leaping-off factor for getting started.
  • download "Bridging from MOF assistance to Microsoft products - A associate ebook" and skim it to remember how Microsoft products aid MOF IT carrier administration ideas.
  • evaluate and down load different MOF assistance and job aids as you see healthy the place there is an immediate hit for an issue or probability you see on the job.
  • Optionally, take an MOF basis course and move the MOF Certification examination.
  • here are some how you can get all started with ITIL:

  • study "An Introductory Overview of ITIL V3," from the IT provider management forum to get a consider for ITIL's structure and content material.
  • read Van Haren Publishing's superb ITIL V3: A Pocket e book, which offers system particulars overlooked of IT carrier management discussion board's "An Introductory Overview of ITIL V3," which is greater panic with offering a excessive-level overview of the provider existence cycle.
  • down load and evaluate the ITIL glossary to take into account the terminology.
  • Take an ITIL foundation course, and take and pass the ITIL groundwork examination.
  • Optionally, study the five core ITIL publications. These books are available from a wide selection of sources and in a few codecs, equivalent to PDF, booklet, hardcopy ebook, and HTML-based DVD.
  • Optionally, take further ITIL classes and examinations leading to ITIL knowledgeable or master status.
  • MOF and ITIL procedures Supported by way of carrier supervisor

    MOF and ITIL specify a collection of IT approaches deemed indispensable to be sure consistent nice of birth of IT features. The core set of strategies are typically those most intently linked to conclusion clients (it is, the techniques that if lacking or broken are likely to evoke loud complaints most instantly). This edition of provider supervisor supports the most important end person-dealing with tactics: Incident, difficulty, trade, and Configuration management.

    the following sections focus on these methods, searching at the following for each method:

  • Definition, goals, and goals
  • Key terminology
  • Why the method matters (its cost)
  • Key efficiency warning signs (KPIs)
  • Reporting
  • Scope
  • Integration with other tactics and services
  • process exercise workflow
  • Key roles and duties
  • Key inputs and outputs
  • high-level concerns for enforcing with service manager
  • the key decisions to make when imposing the methods encompass people and manner decisions that in some cases sit outdoor the service supervisor tool and in different circumstances power configuration values for the device.

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