A standards-based approach to IT Service Management (ITSM) adopted by the Queensland Public Safety Network Management Centre has resulted in consistent and reliable delivery of IT to the state’s law enforcement and public safety agencies, according to the centre’s director, John McIntosh.
ITIL is one of the most common frameworks for IT service management. However, questions and misunderstandings abound regarding this set of popular practices. In this article, we'll address the following (and more):
A ‘service’, of course, is an abstraction of the underlying functions, systems and policies used to deliver business outcomes. Service-centred IT therefore reflects the need for clarity and commonality of vision between business executives, the CIO, and the enterprise architects (EAs) and other operational staff charged with actually delivering that vision.
Troubleshooting servers is a fine art, but there are some methods and tips to get things running smoothly, quickly and easily. ITIL methodology delves into how to troubleshoot a server or a related
issue more deeply, but the general theme is to narrow down the problem as quickly and efficiently as possible.
Take a step back and think about how to logically resolve an issue during an outage. For example, if a user complains that they can’t access something, find out if other users have the same issue, eliminating the possibility that the problem is localized to a single end-user device.