It Service .

• It Service

https://store.theartofservice.com/the-it-service-toolkit.html

Swisscom - Swisscom IT Services

1 Swisscom IT Services is one of Switzerland’s leading IT service providers. Andreas König is

its current CEO. Swisscom IT Services' key customers include the Swiss Federal Railways (SBB), Ascom, Swiss and the Securitas Group. In 2005 Swisscom IT Services acquired Comit

AG, an IT company specialising in the financial services sector. Comit continued to be run as an independent brand until June

2011. Since then it has been merged into the Swisscom brand as "Finance Services".


IT service management

1 IT service management or IT service support management (ITSM or ITSSM)

refers to the implementation and management of quality information

technology services. IT service management is performed by IT service providers through people, process and information technology. The following represents a characteristic statement

from the ITSM literature:



1 Providers of IT services can no longer afford to focus on technology and their internal organization[;] they

now have to consider the quality of the services they provide and focus on the relationship with customers.



1 ITSM is process-focused and has ties and common interests with process

improvement frameworks and methodologies (e.g., TQM, Six Sigma,

business process management, CMMI)



1 IT service management in the broader sense overlaps with the disciplines of business service

management and IT portfolio management, especially in the area of IT planning and

financial control. ITSM is generally concerned with the "back office" or operational concerns of

information technology management (sometimes known as operations architecture), and not with technology development. In this respect, ITSM may be seen as analogous to an

enterprise resource planning (ERP) discipline for IT.


IT service management - Context

1 IT service management is an enabler of information technology governance (or

information management) objectives. It does not typically include project management or

program management. In the UK for example, the Information Technology Infrastructure

Library (ITIL), a government-developed ITSM framework, is often paired with the PRojects IN

Controlled Environments (PRINCE2) project methodology and Structured Systems Analysis and Design Method for systems development.



1 ITSM is related to the field of management information systems

(MIS) in scope. However, ITSM has a distinct practitioner point of view, and is more introspective (i.e. IT

thinking about the delivery of IT to the business) as opposed to the more

academic and outward facing connotation of MIS (IT thinking about

the 'information' needs of the business).



1 There are a variety of frameworks and authors contributing to the

overall ITSM discipline. There are a variety of proprietary approaches

available.


IT service management - Professional organizations

1 There is an international, chapter-based professional association, the IT Service Management Forum (ITSMF), which is focused on ITIL and the ITSM audit standard ISO/IEC 20000. There

is also a global professional association, the IT Service Management Professionals

Association (IT-SMPa).


IT service management - Information Technology Infrastructure Library (ITIL)

1 IT service management is often equated with the Information Technology Infrastructure Library (ITIL), an official publication of the

Cabinet Office in the United Kingdom. However, while a version of ITSM is a component of ITIL,

ITIL also covers a number of related but distinct disciplines and the two are not synonymous.

The ownership of ITIL has transferred from the Office of Government Commerce (OGC) to the Cabinet Office, following the move of OGC into

the Cabinet Office.



1 The current version of the ITIL framework is the

2011 edition



1 The use of the term "service management" is interpreted by many in the world as ITSM, but again, there

are other frameworks, and conversely, the entire ITIL library

might be seen as IT service management in a larger sense.


IT service management - Other frameworks, concern with the overhead and limitations

1 Analogous to debates in software engineering between agile and

prescriptive methods, there is debate between lightweight versus

heavyweight approaches to IT service management. Lighter weight

ITSM approaches include:



1 ITIL Small-scale Implementation colloquially called “ITIL Lite” is an official part of the ITIL framework.



1 FITS was developed for UK schools. It is a

simplification of ITIL.



1 CoPr or "copper calls for limiting Best Practice to areas where there is a business case for it, and in other

areas just doing the minimum necessary.



1 MOF 4 (Microsoft Operations Framework) covers the IT service

management lifecycle with a practical focus.



1 In situations where the relationships between the parties do not fall neatly

in bilateral client - service provider relationship, the limitations of the standard IT service management

approaches become apparent


IT service management - Governance and audit

1 Several benchmarks and assessment criteria have emerged that seek to

measure the capability of an organization and the maturity of its approach to service management.

Primarily, these alternatives provide a focus on compliance and

measurement and therefore are more aligned with corporate

governance than with IT service management per se.



1 ISO/IEC 20000 (and its ancestor BS15000). This standard is not

identical in taxonomy to ITIL and includes a number of additional

requirements not detailed within ITIL and some differences. Adopting ITIL best practices is therefore a good

first step for organizations wishing to achieve ISO 20000 certification for

their IT Service Management processes.



1 COBIT (or the lighter COBIT Quickstart) is comprehensive and

widely embraced. It incorporates IT service management within its

Control Objectives for Support and Delivery.


IT service management - Tools & ITSM platforms

1 ITSSM tools provide modules that enable business end users to find

knowledge to support/resolve their computing-related issues or to

request an IT service via an IT self-service module



1 There are a number of vendors in the ITSM space. A Web search for ITSM vendors

results in over 100 ITSM related software companies. It can be narrowed on a basic shortlist of companies which were listed by Pink Elephant on its PinkVerify Toolset V3.0 or V3.1 certification and verification of product’s ITIL compatibility to general,

core and integration suitability requirements for ITIL V3.



1 In August 2012, Gartner published the Magic Quadrant for ITSSM (IT

service support management) listing and rating eleven vendors of ITSM

platforms.



1 Also, there is a more broad overview on ITSSM functions that Gartner categorized as ITOM (IT Operations Management) Software

which has been affected recently (2009-2011) by some shifts that has bringing new key players playing together in the same landscape of offering where " The Big Four

ITOM vendors (BMC Software, CA Technologies, IBM and HP) dominated the worldwide market share with 47% of the

ITOM markethttps://store.theartofservice.com/the-it-service-toolkit.html

IT service management - Further reading

1 Eric J. Feldman (30 July 2007). "The Eight Essential Elements of an IT

Service Lifecycle". ITSMWatch.com. Retrieved 15 December 2007.


IT service management - Further reading

1 Atwell Williams (2 August 2012). "A Practical Guide to Service and

Service Models". BMC Software. Retrieved 2 August 2012.


IT Service Management Forum

1 IT Service Management Forum


IT Service Management Forum

1 The itSMF is concerned with promoting ITIL (IT Infrastructure

Library), Best Practice in IT Service Management and has a strong

interest in the international ISO/IEC 20000 standard


IT Service Management Forum - History

1 At the CCTA in UK starts 1986 the idea about a GITTIM - Government IT Infrastructure Management Method;

that turned in ITIL


IT Service Management Forum - History

1 The itSMF UK takes at this time the international coordination. With a

growing number of national chapters a real international umbrella was

needed. The itSMF International was created in 2004.


IT Service Management Forum - Context

1 The itSMF is depending on its vision and goal in relations with some organisations and topics around

Business service management and IT service management. Organisations in correlation with the work around

ITIL:



1 The Office of Government Commerce (OGC) is part of the Efficiency and

Reform Group of the Cabinet Office, a department of the Government of

the United Kingdom. Primordial the Central Computer and

Telecommunications Agency (CCTA) was the name of the unit, which

developed ITIL and established the itSMF. In 2000 it was subsumed into

the OGC.https://store.theartofservice.com/the-it-service-toolkit.html


1 The Stationery Office (TSO) is the privatised publishing arm of Her

Majesty's Stationery Office. TSO is the publisher of ITIL.



1 The APM Group Ltd (APMG) is the official accreditor of the OGC for qualifications based on their Best Practice guidance portfolio. APMG hosted the official web sides about

best practises including ITIL.



1 ISO/IEC 15504, also known as SPICE (Software Process Improvement and

Capability Determination) - The international standard for capability in information technology process

measured with a standard assessment method.


IT Service Management Forum - International Organisation and Activities

1 There are 54 officially national itSMF Chapters worldwide today . They are

organized in the itSFM International as umbrella. Each chapter is a separate legal

entity and is largely autonomous. The national chapters offer their services around

the membership for their members. The members in the national chapters were entire companies or individuals. The members are organisations, which are interested in ITSM

and uses ITIL as their framework



1 service provider, which are looking for a quality in providing their

services for its customers training companies, which provides the

standard course for ITIL and other best practises tool developer and supporter for all supporting issues around ITSM like ticket tools, work

flow tools, monitoring, software distribution individuals and

companies, which offers consulting for ITSM and ITIL.



1 The itSMF International operates with an Executive Board of seven

members. The board represents with members of Australia, South Africa,

Poland and more the chapters worldwide.



1 Conferences - Many national chapters offer their members an annually Conferences. They often

include an exhibition. In addition the itSMF chapters were partner of

conferences of other organisations (e.g. Gartner “Business Intelligence &

Information Management Summit 2013” in Australia ).



1 Events and knowledge exchange – There were regional events to

discuss and work together about topics around ITSM, ITIL and more.

For special interest groups were regular appointments for meetings. The special interest may by some

industry, a single topic out of the ITIL or the relation to other organisations

like the ISACA.https://store.theartofservice.com/the-it-service-toolkit.html


1 Development and research – The collective development of white

papers and publications are regular activities in the chapters



1 The professionals aligned with the itSMF are requested speakers at

conferences, member of discussions and publisher of books and white

papers. In companies like IBM, HP, T-Systems and other communities

around ITSM were established and interlinked with the itSMF.


IT Service Management Forum - National Chapters

1 The following list of some national chapters is taken for example to show individual

activities.


IT Service Management Forum - itSMF New Zealand (NZ)

1 The New Zealand chapter was founded 2005 is a registered and legal not for profit organisation that was incorporated in Auckland. The chapter holds an annual conference – the 10th in 2014. We are managed via our membership through the Board and its Branches which have been

established in Auckland, Wellington, Christchurch & Dunedin. Based in Christchurch,

our national office staff member delivers administration support to our Executive Board,

Branch Chairs and Portfolio Directors.



1 In recent years, defined process-based service management frameworks have been the

foundation upon which many organisations have improved IT

Service Delivery, Governance and Risk Management. These are

designed to create operational efficiencies, improve service levels,

reduce the costs of delivering IT Service and Support and to align IT services with business objectives.



1 Our Aim is to: To develop and promote industry best practice in

service management, To engender greater professionalism within

service management personnel, To provide a vehicle for helping members improve service

performance, To provide members with a relevant forum in which to exchange information and share

experiences with their peers on both sides of the industry.


IT Service Management Forum - itSMF Australia Inc (AU)

1 The Australia chapter was founded 1998 and operates as registered and legal

business entity that was incorporated in Victoria; based in Melbourne. The chapter holds an annual conference – the 16th in

2013 – with the title “LEADit”. The chapter provides in five categories annual itSMF

Industry Awards for Excellence in IT Service Management. For the member's a quarterly

communique as “The itSMF Australia Bulletin” is printed.


IT Service Management Forum - itSMF Germany (DE – itSMF Deutschland e. V.)

1 The German chapter was founded 2001 in the constitution of an

registered association (German: eingetragener Verein; e



1 Annually in December the chapter celebrates a two day congress.

Topics were provided in different formats with typical keynotes, four or

five parallel user sessions, which presents three 20-minute-speeches in a row and a joint discussion, and some open world café discussions.



1 During the year typical two one day meetings were hold – name itSMF

Live! - with different, actual topics. A special event for the Public Sector is

the event FIT-ÖV.



1 The chapter award since 2009 the ITSM project of the year. The first

awarded project was “ITIL 2010” of the Federal Employment Agency

(Bundesagentur für Arbeit, Germany).


IT Service Management Forum - itSMF UK

1 As founding chapter of the itSMF movement the itSMF UK takes a

leading role. Beside a board it has established a staff team for

operation.



1 The itSMF UK celebrates an annually Conferences with an interesting

exhibition. In 2012 takes the 21st place in London with around 900 participants. The chapter provide

some Service Management Awards: Outstanding Contribution to ITSM

Service Management, Service Management Project of the Year, Service Innovation of the Year,

Service Management Team of the Year and more.



1 There were six regional groups actual in place

(December 2012(


IT Service Management Forum - External links for several itSMF organisations

1 itSMF South Africa Chapter


Information Technology Infrastructure Library - Financial management for IT services

1 IT Financial Management comprises the discipline of ensuring that the IT

infrastructure is obtained at the most effective price (which does not necessarily mean cheapest) and calculating the cost of providing IT services so that an organization can understand the costs of its IT services. These costs may then be recovered from

the customer of the service. This is the 2nd component of service delivery process.


Information Technology Infrastructure Library - IT service continuity management

1 IT service continuity management (ITSCM) covers the processes by which plans are put in place and

managed to ensure that IT services can recover and continue even after

a serious incident occurs. It is not just about reactive measures, but also about proactive measures –

reducing the risk of a disaster in the first instance.



1 ITSCM is regarded by the application owners as the recovery of the IT infrastructure used to deliver IT services, but as of 2009 many businesses practice the much

further-reaching process of business continuity planning (BCP), to ensure that the whole end-to-end business

process can continue should a serious incident occur (at primary

support level).https://store.theartofservice.com/the-it-service-toolkit.html


1 prioritising the activities to be recovered by conducting a business impact analysis (BIA)



1 performing a risk assessment (aka risk analysis) for each of the IT services to identify the assets,

threats, vulnerabilities and countermeasures for each service.



1 evaluating the options for recovery



1 producing the contingency plan



1 testing, reviewing, and revising the plan on a regular basis.


ITIL - IT service continuity management

1 ITSCM is regarded by the application owners as the recovery of the IT infrastructure used to deliver IT services, but many businesses

practice the much further-reaching process of business continuity planning (business continuity

planning|BCP), to ensure that the whole end-to-end business process

can continue should a serious incident occur (at primary support

level).



1 * prioritising the activities to be recovered by conducting a business impact analysis (BIA)



1 * performing a risk assessment (aka Risk analysis (business)|risk analysis) for each of the IT services to identify

the assets, threats, vulnerabilities and countermeasures for each

service.



1 * evaluating the options for recovery



1 * producing the contingency plan



1 * testing, reviewing, and revising the plan on a

regular basis.


Business Service Management - Business Services and IT Services

1 Business Services are delivered to customers, supporting their needs,

sometimes through the support for a business process or directly supporting a

service or product delivered to end customers. A business service may be

supported by one or more IT Service(s), and may consist almost entirely of IT Services especially where the IT Service is directly customer-facing. Examples include online

banking and online shopping.https://store.theartofservice.com/the-it-service-toolkit.html

Business Service Management - Business Services and IT Services

1 An IT Service may not be customer-facing, for example an IT Service which is seen as 'back office' as it

supports the execution of an internal business process, such as the

support for a billing process which the Finance department would own

and manage.


Financial management for IT services

1 Financial Management for IT Services is a Service Delivery component within the ITIL

Framework.


Financial management for IT services - Goal

1 The goal of Financial Management for IT Services (ITFM) is to optimize the cost of IT Services while taking into

account quality and risk factors. Analysis of cost against quality and

risk is used to create intelligent, metric-based cost optimization

strategies. Balancing is required since cost cutting may not be the best strategy to deliver optimum

consumer outputs.https://store.theartofservice.com/the-it-service-toolkit.html


1 ITFM is a discipline based on standard financial and accounting principles, but addresses specific principles that are applicable to IT

services, such as fixed asset management, capital management,

audit, depreciation, etc.



1 To provide cost-effective stewardship of the IT assets and resources used in providing IT

services



1 For an Outsourcing|outsourced IT organisation or an IT organisation

which is run as if it were a separate entity (i.e., with full charging) the

goal may be described as:



1 To be able to account fully for the spend on IT services and to be able

to attribute these costs to the services delivered to the

organisation's customers and to assist management by providing

detailed and costed business cases for proposed changes to IT services


Financial management for IT services - Supporting Organizations

1 To fully grasp and understand the goals of an organization, Senior

Executives from all verticals turn to the IT Financial Management Week

Conference, held annually each year, to educate the market on new

trends, learn from industry leaders (CFOs of IT) and meet with the most

credible solution providers in this space.


Financial management for IT services - Supporting Organizations

1 Gartner also provides an annual conference on IT Financial, Procurement and Asset

Management.


Financial management for IT services - Budgeting

1 Budgeting enables an organization to plan future IT expenditure, thus

reducing the risk of over-spending and ensuring the revenues are available to cover the predicted spend. Additionally it allows an

organization to compare actual costs with previously predicted costs in order to improve the reliability of

budgeting predictions.https://store.theartofservice.com/the-it-service-toolkit.html

Financial management for IT services - IT accounting

1 IT accounting is concerned with the amount of money spent in providing IT services. It allows an organization to perform various financial analyses

to gauge the efficiency of the IT service provision and determine areas where cost savings can be

made. It will also provide financial transparency to aid management in

the decision making process.https://store.theartofservice.com/the-it-service-toolkit.html


1 'Several cost elements can be

used to control your accounting:'



1 Capital costs: Any type of purchases which would have a residual value as hardware and building infrastructure



1 Operational costs: Day to day recurring expenses cost like rental

fees, monthly electrical invoices and salaries.



1 Direct costs: Any cost expenses which are directly attributed to one

single or specific service or customer. A typical example would be the

purchase of a dedicated server which cannot be shared and is needed to host a new application for a specific

service or customer.



1 Indirect costs: One specific service provision which cost needs to be distributed in between several

customers in a fair breakdown. A fair example is the cost associated to

overall Local Area Network on which every customer are connected to.

Breakdown could be done using total amount of users per customer or

total amount of bandwidth usage per customer to accurately distribute the

cost of providing this service.



1 Fixed costs: Any expenses established for long periods of time

like annual maintenance contracts or a lease contracts. These expenses do

not vary in the short-term.



1 Variable Costs: Any expenses that vary in the short-term based on the level of services provided, resources

consumed, or other factors. For example, energy costs are variable based on the amount consumed.


Financial management for IT services - Charging

1 Charging provides the ability to assign costs of an IT Service

proportionally and fairly to the users of that service



1 Charging is arguably the most complex of the three sub-processes,

requiring a large investment of resources and a high degree of care

to avoid anomalies, where an individual department may benefit

from behaviour which is detrimental to the company as a whole. Charging policy needs to be

simultaneously simple, fair and realistic.



1 Charging need not necessarily mean money changing hands (full charging). It

may take the form of information passed to management on the cost of provision of IT services (no charging), or may detail what would be charged if full charging were in place without transactions actually being applied to the financial ledgers (notional charging). Notional charging may also be

used as a way of piloting full charging.


Financial management for IT services - Service-level management

1 Information Technology Infrastructure Library#Service level management|Service-level management provides

key information regarding the level of service required by the customer

(SLAs) and therefore forms the basis for calculations of all three sub-

processes


Financial management for IT services - Configuration management

1 Given that the aim of financial management for IT is the

stewardship of IT assets and resources, it is imperative that information from Information

Technology Infrastructure Library#Configuration Management|

configuration management and in particular from the CMDB is

available.https://store.theartofservice.com/the-it-service-toolkit.html

Financial management for IT services - Capacity management

1 Information Technology Infrastructure Library#Capacity management|

Capacity management are charged with planning and controlling the IT

capacity requirements of the organisation


Financial management for IT services - Change management

1 Changes are often linked to costs. It is vital that financial management for IT is

involved in the Change Management (ITSM)|change management process so

that the on-going analysis of costs can take place. Where changes are frequent IT

financial management may choose either to include anticipated changes in the

original cost model or to adjust the cost model once the IT service has stabilised.


Financial management for IT services - Key performance indicators (KPIs)

1 In order to assess whether financial management for IT services has been successfully deployed, the

following key performance indicators may be examined:



1 * do the predicted budgets match the actual expediture?



1 * has user behaviour changed to follow the corporate IT

goals?



1 * are charges seen by users and customers to be simple, fair and in line with organisational

goals?


Financial management for IT services - List of ITFM software solutions

1 * Apptio, Software-as-a-Service Technology Business Management IT

Financial Management [http://www.apptio.com (homepage)]



1 * ClearCost Software, Integrated Service Financial Management

Software [http://www.clearcost.com.au

(homepage)]



1 * Cube Billing, Software-as-a-Service Cost Allocation and Chargeback

Software [http://www.cubebilling.com (homepage)]



1 * Digital Fuel, Software-as-a-Service IT Financial Management

[http://www.digitalfuel.com (homepage)]



1 * EcoSys EPC, Web-based IT Financial Management and Project Controls

Software [http://www.ecosys.net/industries/information-technology/ (homepage)]



1 * Nicus, IT Financial Management Software, On-premise or Software-as-

a-Service [http://www.nicus.com (homepage)]



1 * Zuna Infotech, Software-as-a-Service IT Financial Management,

Cost Allocation, Asset/Demand Management, Technology Business

Management (TBM), [http://www.zunainfotech.com

(homepage)]


Paratransit - Paratransit service for people with disabilities and the elderly

1 Veolia Transport, First Group (which purchased Laidlaw Transit in October 2007), SCR Medical Transportation

(based in Chicago) and MV Transportation, with contracts in

cities throughout the United States and Canada, are among the largest private contractors of paratransit

services


Paratransit - Paratransit service for people with disabilities and the elderly

1 Most paratransit vehicles are equipped with wheelchair lifts or ramps to facilitate access.


Pošta Srbije - IT services

1 *KDS – Cable Distribution System[http://www.kds.rs KDS ::

Home Page]. Kds.rs (2010-11-16). Retrieved on 2010-11-21. – provides transmission of radio and TV signals,

broadband Internet access and a number of other interactive services.


Pošta Srbije - IT services

1 *CePP – Center for PTT e-business[http://www.cepp.rs CEPP]. Cepp.rs. Retrieved on 2010-11-21. –

Multimedia contract centre, providing electronic operations services with the first rate protection system of

transferred information.


Milwaukee County Transit System - Other transit services

1 MCTS is a partner in the Southeast Wisconsin Transit System, a joint-venture transit

partnership that also includes Waukesha Metro Transit and Wisconsin Coach Lines in

Waukesha, Wisconsin|Waukesha, Washington County Commuter Express operated by

Riteway Bus Service in Richfield, Wisconsin|Richfield, Belle Urban System (THE BUS) in

Racine, Wisconsin|Racine and Kenosha Transit|Kenosha Area Transit (KAT) in

Kenosha, Wisconsin|Kenosha.


APM Group - IT Service Management Qualifications

1 The company operates the accreditation and certification schemes for ITIL (Information

Technology Infrastructure Library) and for Service Catalogue within the

IT Service Management field.


IT services

1 'IT service management' ('ITSM') refers to the implementation and

management of quality information technology services. IT service

management is performed by IT service providers through people,

process and information technology. The following represents a

characteristic statement from the ITSM literature:


IT services

1 ITSM is process-focused and has ties and common interests with process

improvement frameworks and methodologies (e.g., total quality

management|TQM, Six Sigma, business process management,

Capability Maturity Model Integration|CMMI)


IT services

1 IT service management in the broader sense overlaps with the disciplines of business service

management and IT portfolio management, especially in the area of IT planning and

financial control. ITSM is generally concerned with the back office or operational concerns of

information technology management (sometimes known as operations architecture), and not with technology development. In this respect, ITSM may be seen as analogous to an

enterprise resource planning (ERP) discipline for IT.


IT services - Information Technology Infrastructure Library (ITIL)

1 The use of the term service management is interpreted by many in the world as ITSM, but again, there

are other frameworks, and conversely, the entire ITIL library

might be seen as IT service management in a larger sense.


IT services - Other frameworks, concern with the overhead and limitations

1 Analogous to debates in software engineering between Agile software development|agile and prescriptive methods, there is debate between

lightweight versus heavyweight approaches to IT service

management. Lighter weight ITSM approaches include:



1 * ITIL Small-scale Implementation colloquially called “ITIL Lite” is an official part of the ITIL framework.



1 * FITS was developed for UK

schools. It is a simplification of ITIL.



1 * CoPr or copper calls for limiting Best Practice to areas where there is a business case for it, and in other

areas just doing the minimum necessary.



1 * MOF 4 (Microsoft Operations Framework) covers the IT service

management lifecycle with a practical focus.



1 * Distributed Management Task Force|DMTF CADF

Working Group



1 * Cloud Security Alliance|CSA Open

Certification Framework.


IT services - Governance and audit

1 * ISO/IEC 20000 (and its ancestor BS15000). This standard is not

identical in taxonomy to ITIL and includes a number of additional

requirements not detailed within ITIL and some differences. Adopting ITIL best practices is therefore a good

first step for organizations wishing to achieve ISO 20000 certification for

their IT Service Management processes.


IT services - Governance and audit

1 * COBIT (or the lighter COBIT Quickstart) is comprehensive and

widely embraced. It incorporates IT service management within its

Control Objectives for Support and Delivery.


IT services - Tools ITSM platforms

1 Also, there is a more broad overview on ITSSM functions that Gartner categorized as ITOM (IT Operations Management) Software

which has been affected recently (2009-2011) by some shifts that has bringing new key players playing together in the same landscape of offering where The Big Four

ITOM vendors (BMC Software, CA Technologies, IBM and HP) dominated the worldwide market share with 47% of the

ITOM markethttps://store.theartofservice.com/the-it-service-toolkit.html

IT service continuity - Introduction

1 'IT Service Continuity' is a subset of Business Continuity Planning (BCP)

and encompasses IT disaster recovery planning and wider IT

resilience planning. It also incorporates those elements of IT infrastructure and services which relate to communications such as

(voice)telephony and data communications.


IT service continuity - Introduction

1 It is a systematic process to prevent, predict and manage Information and

Communications Technology (ICT) disruption and incidents which have the potential to disrupt ICT services and should result in a more resilient IT service capability aligned to wider

organisational requirements.


IT service continuity - Background

1 IT Service Continuity evolved from IT Disaster recovery which began to

develop in the mid- to late 1970s as computer centre managers began to recognize the dependence of their organizations on their computer

systems. At that time most systems were batch-oriented mainframes

which in many cases could be down for a number of days before

significant damage would be done to the organization.



1 During the 1980s and 1990s, IT disaster recovery awareness and the

disaster recovery industry grew rapidly, driven by the advent of open

systems and real-time processing (which increased the dependence of organizations on their IT systems)



1 In recent years, Information and Communication Technology (ICT) has become

integral to many of the essential activities carried out by organizations. The advent of the Internet and other electronic networking

services together with the current and developing capabilities of systems and applications, has also meant that those

organizations have become more and more dependent on reliable, safe and secure ICT

infrastructures.



1 At the same time the need for business continuity management

(BCM), including incident preparedness, disaster recovery

planning, and emergency response and management, has become

steadily more prevalent in developed and developing economies.



1 Failures of supporting ICT services (including information security issues

such as systems intrusion and malware infections) are recognized

as having the potential to impact the continuity of business operations



1 IT Service Continuity is essential for many organizations in the implementation of Business Continuity Management and

Information Security Management and as part of the implementation and operation

information security management as well as business continuity management as specified in ISO/IEC 27001:2013 and ISO 22301:2012

respectively, it is critical to develop and implement continuity for the ICT services to

help ensure business continuity.


IT service continuity - Principles

1 IT Service Continuity planning may make use of any combination of

recovery and/or restoration strategies including; hot, warm, cold

standby data centres or servers; high-availability services within the

same or across multiple data centres; services may be active/active or

active/passive; it may utilise a ship-on-demand, shared services or cloud

services, or other approach. IT Service Continuity, in itself, does not

prescribe or refer to any one strategy.



1 In 2008 the BSI Group|British Standards Institution launched a specific standard connected and supporting the Business

Continuity Standard BS 25999 titled BS25777 specifically to align ICT Service

Continuity with Business Continuity. This was withdrawn following the publication in March 2011 of ISO/IEC 27031 - Security techniques

— Guidelines for information and communication technology readiness for

business continuity.



1 The IT Service Management Continuity link redirects to this page. Here is the downloadable

link for the ITIL® glossary and abbreviations: http://www.itil-officialsite.com/InternationalActiv

ities/TranslatedGlossaries.aspx. Not being certain of reprinting rights, only the link is

provided. The glossary gives a comprehensive definition of ITSCM and other related definitions.

It can be downloaded without free of charge and is a comprehensive compilation of ITIL®

terms.


Irvine, California - Transit services

1 Local bus routes are operated by the Orange County Transportation

Authority



1 At one time Irvine intended to build a tram / guideway, in February 2009

the city of Irvine canceled the project



1 The city of Irvine has operated its own mass-transit bus service called the iShuttle since

2008


Internal Audit Service (European Commission)

1 The 'Internal Audit Service' or 'IAS' is a Directorate-General of the

European Commission that was established in 2001 to provide an

increased accountability of the Commission.



1 The Commissioner responsible for the IAS is Algirdas Šemeta, whose

area of responsibility covers the EU's anti-fraud agency (OLAF) and the

Commission department dealing with the EU's taxation and customs union

matters (DG TAXUD).



1 The IAS is headed by the Internal Auditor of the Commission, Philippe

Taverne, formerly the Chief Accountant of the Commission. The

IAS has approx. 120 permanent staff.


Internal Audit Service (European Commission) - Mission

1 * issue independent audit opinions on the quality of management and internal control

systems



1 * present recommendations aimed at ensuring the efficient and effective achievement of the Commission's

objectives



1 *Directorate A is responsible for auditing EU agencies, as well as

communication and co-ordination within the Commission and with

other institutions (for example, the European Parliament or the European

Court of Auditors)



1 *Directorate B is responsible for auditing the Commission's Directorate-Generals


Internal Audit Service (European Commission) - Background

1 However, as the Commission grew and became more complex, the

European Court of Auditors (the EU's external auditor) began to call for the

audit of systems and controls, and advocated an independent audit service within the Commission


Internal Audit Service (European Commission) - Background

1 A Commission decision from 1990 requested the Financial Controller to set up such a

function, which was further developed under the programme of reform of financial management proposed in 1995 (the

SEM2000). This audit function seems to have been re-focused on controls relating to

structural funds, as Phase III progress reports of SEM2000 don't mention it - this modest

audit function was little known and had little impact on the services of the Commission.


Internal Audit Service (European Commission) - The Santer Commission

1 In their Second Report, the Wise Men suggested in clear terms that the underlying problem is that the internal audit

service is not perceived as a central department at the service of the entire

Commission...[http://www.europarl.europa.eu/experts/pdf/rep2-1en.pdf Section 4.11.4 of the Second report on Reform of the Commission (Analysis of current practice and proposals for tackling mismanagement, irregularities and fraud), 10

September 1999.] Based on international best practices and the definition of internal audit as proposed by the Institute of Internal Auditors (IIA), the Wise Men recommended setting up a specialised Internal Audit Service outside the regular structure of directorates-general, reporting directly to the

President of the Commission.


Internal Audit Service (European Commission) - The Santer Commission

1 The task of setting up the new service was allocated to the

Commissioner responsible for institutional reform, Neil Kinnock


Internal Audit Service (European Commission) - Reforming the Commission

1 The basis for establishing the IAS was recommendation 35 of the Wise

Men's reportIn Chapter 4 of the Second Report proposing A

professional and independent Internal Audit Service


Internal Audit Service (European Commission) - 10 years of the IAS

1 The establishment of the new service was part of the reforms enacted at

the Commission following the adoption of the Reform White Paper

of 2000.[http://eur-lex.europa.eu/LexUri

Serv/LexUriServ.do?uri=CELEX:52000DC0200%2802%29:EN:HTML Reforming the Commission - A White Paper - Part II Action plan -

XXV - CREATION OF A CENTRAL INTERNAL AUDIT SERVICE] As part of

these reforms, Internal Audit Capabilities (IACs) were created in each DG, together with the Audit Progress Committee (APC), which oversees the work of both the IAS

and IACs.



1 The IAS set out a programme of in-depth audits of all DGs and Agencies that came under the new Financial Regulation. Apart

from auditing, it also aimed to provide methodological support for audit activities

to the IACs in each DG. After setting up the IAS and guiding it through its first

three years, Jules Muis resigned from his post as of March 2004 and was replaced

by Walter Deffaa in August 2004.



1 In 2006 IAS carried out the first quality review of the Internal Audit

Capabilities. In 2007 its Mission Charter[http://ec.europa.eu/dgs/inter

nal_audit/docs/ias_charter_en.pdf MISSION CHARTER OF THE INTERNAL AUDIT SERVICE OF THE EUROPEAN COMMISSION] was updated, along

with introducing a model charter for IACs.



1 In 2009 Deffaa left IAS and was replaced by Brian Gray. In 2011 IAS completed the first

overall opinion into the state of internal control in the Commission and, also in this year, it became the external auditor of the newly

established European External Action Service. In 2012 Brian Gray resigned, to be replaced by the current Director-General, Philippe Taverne.[http://ec.europa.eu/dgs/internal_audit/about/h

istory/index_en.htm History of the Internal Audit Service]


Model audit - Providers of model audit services

1 Given that the concept of formal financial model audits is thought to

have started with early UK PFIs, many of the long-standing financial

model audit firms are based in London.



1 Some of best known model audit firms are:



1 * BDO LLP (having merged with PKF (UK)

LLP)



1 * [http://www.corality.com/model-auditing Corality Financial Group] (Sydney and London

offices)



1 * [http://www.mazars.co.uk/Home/Our-

expertise/Financial-Advisory-Services/Project-Finance-and-

Modelling/Financial-Modelling/Model-Audit Mazars LLP]



1 * PwC (PwC Australia was [http://www.pwc.com.au/media-centre/2013/model-audit-team-oct13.htm joined by the Mercer

Model Audit team in 2013])



1 Some newer entrants to the market are based in Australia but service a global market, such

as:



1 * [http://www.accessanalytic.com.au/services_e

xcel_audit.php Access Analytic] (Perth)



1 Many of the above firms, such as PwC, BDO, EY, Mazars and KPMG, are major accounting

firms


Capital Area Transit (Raleigh) - Long distance transit services

1 The city of Raleigh is served by Amtrak (rail service), Raleigh-Durham International Airport|RDU international Airport (air service), Carolina

Trailways (bus service), Greyhound (bus service), [http://www.skyexpressbus.com Sky Express] (bus service, direct to China Town, NYC), [http://www.tornadobus.com Tornado]

(bus service, targeting primarily the Hispanic population), and [http://www.myairporter.com

Jacksonville Airporter, Inc](bus service, between RDU and Jacksonville, NC)


Bocconi University - IT services

1 Bocconi uses a platform for e-learning on which teaching materials are posted by professors, moreover most of the administrative functions

such as payments, enrollment to exams, study plan choices are made through the students' online agenda.


Bocconi University - IT services

1 A computer lab with computers, printers and internet-intranet

connection is available for students in the main building. `The Bocconi campus is entirely covered by free

wireless connection.


Service request management - IT service catalog

1 An IT service catalog is a subset of an enterprise service catalog and is defined by the Information Technology Infrastructure

Library Information Technology Infrastructure Library#Service design|Service Design to be an exhaustive list of IT-only services that an

organization provides or offers to its employees or customers. The catalogue is the

only part of the Service Portfolio that is published to customers and is used to support

the sale and/or delivery of IT services.


Università Cattolica del Sacro Cuore - IT services

1 I-Catt is the student home page which contains information about

suspended classes, exam schedules, and teachers' notices. Cattolica uses

Blackboard Inc., as the e-learning platform on which professors post

teaching materials.



1 The telecommunication stations UCPoint InfoPoint, located in all

campuses, perform clerical duties and provide information related to

teaching and services.



1 In each location computer labs and

wireless connections are available.


Independent Local Radio - Split services

1 The first experimental part-time split service was provided by Radio Forth, who created Festival City Radio for

the duration of the Edinburgh Festival in 1984


Independent Local Radio - Split services

1 By 1988, the government had decided that the practice of splitting was beneficial and

a quick way to increase choice for listeners. The IBA then began a programme

of encouraging ILR stations to split their services and most stations had soon

complied. The usual format was to have a gold (oldies) service on AM and pop music on FM, although Radio City tried City Talk

on AM before abandoning the format.


Coaster (San Diego) - Connecting rail and bus transit services

1 The Coaster connects fully with Amtrak's Pacific Surfliner at

Oceanside, Solana Beach, and Santa Fe Depot in San Diego, with more

limited connection service available at the Old Town Transit Center;

Pacific Surfliner service at Carlsbad Village, Carlsbad Poinsettia,

Encinitas, and Sorrento Valley is co-offered Coaster service on 6 of the

22 weekday Surfliner trains. https://store.theartofservice.com/the-it-service-toolkit.html

Coaster (San Diego) - Connecting rail and bus transit services

1 The Coaster also connects with the Metrolink (Southern California)|

Metrolink rail system at Oceanside, providing connecting service to

Orange, Los Angeles, Riverside and San Bernardino counties


Los Angeles County Sheriff's Department - Transit Services Bureau (#60)

1 *Metrolink (Southern California)|Metrolink


Los Angeles County Sheriff's Department - Transit Services Bureau (#60)

1 *Los Angeles County Metropolitan Transportation Authority|Los Angeles MTA

(Metro)


Mahanagar Telephone Nigam Limited - MTNL-STPI IT Services Limited

1 MTNL-STPI IT Services Ltd. is a 50:50 Joint Venture between Software

Technology Parks of India (STPI) and Mahanagar Telephone Nigam

Limited, (MTNL).


Zhores Ivanovich Alferov - Non-profit service

1 Alferov serves on the advisory council of CRDF

Global.


Irvine, CA - Transit services

1 At one time Irvine intended to build a tram / guideway, but in February

2009 the city of Irvine canceled the project


Bill de Blasio - Transit Service and Traffic Safety

1 In 2014, de Blasio released a report dedicated to better transit for New York City. Some of the ideas brought up in the report were to rebuild

Pennsylvania Station (New York City)|Penn Station/Madison Square Garden, create more

bus rapid transit routes,[http://dnwssx4l7gl7s.cloudfront.net/debl

asio/default/page/-/One%20New%20York%2C%20Rising%20Together%20-%20Transit.pdf Better Transit for New York City] and a Vision

Zero initiative to reduce traffic-related deaths in the city.


Downtown Ottawa - Transit service

1 Albert and Slater carry the Ottawa Rapid Transit|

Transitway through downtown


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