tag:blogger.com,1999:blog-24745773468938732462024-03-17T20:02:49.128-07:00www.its-berry.comberry hamzah offical blog. care deeply, connect playfully, love intensely, and share generously. To joyfully explore, learn, grow, prosper. Creatively, brilliantly, and honorably serve the highest good of all.itsberryhttp://www.blogger.com/profile/01900364530139441398noreply@blogger.comBlogger334125tag:blogger.com,1999:blog-2474577346893873246.post-49827682061730822152024-01-14T07:08:00.000-08:002024-01-14T07:08:33.458-08:00Welcome 2024 - A Year of Hope and Possibilities<p>As we bid farewell to another year and welcome the dawn of 2024, there is an undeniable sense of anticipation in the air. The start of a new year brings with it a fresh perspective, renewed energy, and the opportunity to embark on new adventures. It is a time when we reflect on the past, set goals for the future, and embrace the endless possibilities that lie ahead. In this blog post, we will explore the reasons why we should welcome 2024 with open arms and embrace the opportunities it presents.</p><p><br /></p><p>1. A Fresh Start:</p><p>The arrival of a new year signifies a clean slate and a chance for a fresh start. It allows us to leave behind any disappointments or setbacks from the previous year and approach the coming months with a renewed sense of optimism. It is a time to set new goals, make resolutions, and take the first steps towards personal growth and self-improvement.</p><p><br /></p><p>2. Hope and Optimism:</p><p>2024 brings with it a sense of hope and optimism. After facing numerous challenges and uncertainties in the past, we can look forward to a brighter future. The world is gradually recovering from the global pandemic, and there is a growing sense of unity and resilience among people. The year 2024 holds the promise of progress, innovation, and positive change.</p><p><br /></p><p>3. New Opportunities:</p><p>With the arrival of 2024, new opportunities emerge on the horizon. It is a time to explore new career paths, embark on exciting adventures, and take risks that can lead to personal and professional growth. The world is constantly evolving, and as we welcome the new year, we open ourselves up to a plethora of possibilities and experiences that can shape our lives in extraordinary ways.</p><p><br /></p><p>4. Setting Goals and Chasing Dreams:</p><p>The beginning of a new year is an ideal time to set goals and chase our dreams. Whether it's starting a new business, pursuing higher education, or prioritizing personal well-being, 2024 offers a blank canvas for us to paint our aspirations. By setting clear goals and taking consistent action, we can bring our dreams to life and create a fulfilling and purposeful year ahead.</p><p><br /></p><p>5. Celebrating Milestones:</p><p>For many individuals, 2024 may mark significant milestones in their lives. Whether it is graduating from school, getting married, starting a family, or reaching a career milestone, the new year brings an opportunity to celebrate and cherish these special moments. It is a time to acknowledge and appreciate the accomplishments and growth we have achieved so far.</p><p><br /></p><p>As we welcome the arrival of 2024, let us embrace the year with open hearts and open minds. It is a year of hope, possibilities, and new beginnings. By setting goals, chasing our dreams, and seizing the opportunities that come our way, we can make 2024 a year to remember. Let us celebrate the milestones, learn from the challenges, and create a future that is filled with joy, growth, and fulfillment. Welcome, 2024!</p>itsberryhttp://www.blogger.com/profile/01900364530139441398noreply@blogger.com0tag:blogger.com,1999:blog-2474577346893873246.post-24369722075479510832019-07-17T07:41:00.001-07:002019-07-17T07:43:37.529-07:00Hi from Macau<div dir="ltr" style="text-align: left;" trbidi="on">
hello world...<br />
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I am back, after 2 years from my last blog post..<br />
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What's new.. i just back from Macau few days ago for a business trip.<br />
now i am working at SWIFT, a telecommunication company for financial institutions.<br />
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itsberryhttp://www.blogger.com/profile/01900364530139441398noreply@blogger.com0tag:blogger.com,1999:blog-2474577346893873246.post-55605817107949070892017-09-06T09:08:00.000-07:002017-09-06T09:08:13.224-07:00What's new in 2017<div dir="ltr" style="text-align: left;" trbidi="on">
I almost forgot about my blog. I just remember again and thinking to write something in my blog.<br />
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So here i am.. what's new?<br />
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I have a cutest daughter in the world and her name is Ribeka Liv Hamzah<br />
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itsberryhttp://www.blogger.com/profile/01900364530139441398noreply@blogger.com0tag:blogger.com,1999:blog-2474577346893873246.post-74869301266527123672016-09-18T09:32:00.003-07:002016-09-18T09:33:38.812-07:00Free Singapore F1 view from Marina Square<div dir="ltr" style="text-align: left;" trbidi="on">
View from Marina square , just knew Today from my friend who came from Indonesia to watch F1.<br />
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This is free spot that you can hear the loud of F1 machine.<br />
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GO to marina Square 2nd Floor, walk to the terrace.<br />
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itsberryhttp://www.blogger.com/profile/01900364530139441398noreply@blogger.com0tag:blogger.com,1999:blog-2474577346893873246.post-29865134392502236322016-09-18T09:22:00.001-07:002016-09-18T09:35:43.912-07:00My big lunch Today<div dir="ltr" style="text-align: left;" trbidi="on">
I cook it my self.. rib eye steak and fries.<br />
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itsberryhttp://www.blogger.com/profile/01900364530139441398noreply@blogger.com0tag:blogger.com,1999:blog-2474577346893873246.post-33572826002617618262016-04-11T08:11:00.001-07:002016-04-11T08:11:53.743-07:00A little nice reminder<div dir="ltr" style="text-align: left;" trbidi="on">
Found a photo that was taken on my birthday :)<br />
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itsberryhttp://www.blogger.com/profile/01900364530139441398noreply@blogger.com0tag:blogger.com,1999:blog-2474577346893873246.post-34659782769211948282015-11-08T09:40:00.003-08:002015-11-08T09:46:33.059-08:00Tips to pass PMP exam on the first attempt<div dir="ltr" style="text-align: left;" trbidi="on">
I recently passed my PMP exam. I want to share some tips for you who are preparing your self to take the PMP exam. Before that, let me explain little bit story about my self. In August 2015, my work contract end, while i was actively looking for job, i decided to take the opportunity to study and pursue some IT professional certifications.<br />
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In the month of September, I studied ITIL Intermediate in Service Operation for 3 weeks and attended exam on the fourth week. This was a really tough exam, i failed 2 ITIL intermediate SO exam before i finally passed the exam at the third attempt. Feeling great and relieved. I can honestly say that it was probably the most challenging exam I have taken. Glad to have the ITIL SO certification. It was a great learning experience.<br />
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Enough about ITIL, let's continue my PMP story. In first week of October, i submitted my PMP application and join a membership in PMI.org. As a member, i can download a copy of PMBOK fifth edition.<br />
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I used the following resources to pass PMP exam:<br />
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<ol style="text-align: left;">
<li>Book: PMBOK, V5- Read one time</li>
<li>Book: PMP exam prep by <a href="http://shop.rmcls.com/product/pmp-prep.aspx">Rita Mulcahy</a> </li>
<li>Video: PMP video by <a href="http://www.simplilearn.com/">Simplilearn</a> </li>
<li>Video: PMP video by <a href="https://www.youtube.com/playlist?list=PLmzBhAjYYo8SJXknrbJk0F5QB3mPNOYdX">izenbridge</a></li>
<li>Practiced about 750 questions from testking </li>
<li>Practiced about 400 questions from the book PMP exam prep by Rita Mulcahy</li>
<li>Practiced 60 + 175 question from Olive F. Lehmann </li>
</ol>
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Recommendation: I would recommendation everybody to go into detail the video provided by izenbridge.com by <a href="https://www.linkedin.com/in/saketbansal">Saket Bansal</a>.</div>
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Important note here, all the practiced questions will not come up on the exam, this just help you to understand the knowledge area and process group. Questions in the PMP exam are almost asking about your knowledge and action you will take as Project manager in given scenario. </div>
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I took PMP exam on 29 October 2015, and i finally pass on the first attempt with result 4MP and 1P.<br />
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So don't be afraid to fail, be afraid not to try. Failures are part of live, if you don't fail you don't learn.<br />
If you don't learn, you will never change.<br />
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<blockquote class="tr_bq">
<span style="font-style: italic; font-weight: bold;">"If money is your hope for
independence you will never have it. The only real security that a man will
have in this world is a reserve of knowledge, experience, and ability.“</span></blockquote>
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<tr><td class="tr-caption" style="text-align: center;">Berry Hamzah, PMP</td></tr>
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itsberryhttp://www.blogger.com/profile/01900364530139441398noreply@blogger.com0tag:blogger.com,1999:blog-2474577346893873246.post-50038506137115250322015-11-06T08:37:00.000-08:002015-11-06T08:37:54.347-08:00Sunset<div dir="ltr" style="text-align: left;" trbidi="on">
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<tr><td class="tr-caption" style="text-align: center;">Sunset in Bali</td></tr>
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itsberryhttp://www.blogger.com/profile/01900364530139441398noreply@blogger.com0tag:blogger.com,1999:blog-2474577346893873246.post-90967952514772228542015-10-15T23:29:00.000-07:002015-10-16T23:32:18.721-07:00Happy belated bday Jeffrey<div dir="ltr" style="text-align: left;" trbidi="on">
Today we celebrate Jeffrey' Birthday. We head to Nando's at Junction 8 Bishan.<br />
Jeffrey is my x-colleague and my senior when i was working in Decilliongroup. He is very passion, interesting and a very nice guy.<br />
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Felice bought mint tea cake to to celebrate his birthday.<br />
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From left to right: me, Constatinus Haryo, Siew Hoon Tan, <a href="http://www.its-berry.com/2015/10/happy-belated-bday-jeffrey.html">Jeffrey oh</a>, Felice, Kristoffer John Co<br />
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itsberryhttp://www.blogger.com/profile/01900364530139441398noreply@blogger.com0Singapore1.352083 103.819836000000010.8441055 103.174389 1.8600605 104.46528300000001tag:blogger.com,1999:blog-2474577346893873246.post-59345540143512837522015-09-08T23:28:00.000-07:002015-09-08T23:28:12.269-07:00Should i say good bye to my Zoom air 2 electric scooter.<div dir="ltr" style="text-align: left;" trbidi="on">
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My zoom air 2 e-scooter. The lightest electric scooter. Compact, foldable and powerful.<br />
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<li>32km (8.5 Ah) range. </li>
<li>Black color.</li>
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<a href="http://4.bp.blogspot.com/-wOPz6ne4_Yc/Ve_QbmSWfzI/AAAAAAAAP08/Hfck2p-G8BI/s1600/IMG_3714.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img alt="zoom air 2" border="0" height="426" src="http://4.bp.blogspot.com/-wOPz6ne4_Yc/Ve_QbmSWfzI/AAAAAAAAP08/Hfck2p-G8BI/s640/IMG_3714.JPG" title="zoom air 2" width="640" /></a></div>
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<a href="http://2.bp.blogspot.com/-EUes5BBRP_U/Ve_Qcp2tNhI/AAAAAAAAP1E/NuzwbeY5APA/s1600/IMG_3715.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img alt="electric scooter" border="0" height="640" src="http://2.bp.blogspot.com/-EUes5BBRP_U/Ve_Qcp2tNhI/AAAAAAAAP1E/NuzwbeY5APA/s640/IMG_3715.JPG" title="electric scooter" width="426" /></a></div>
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<table align="center" cellpadding="0" cellspacing="0" class="tr-caption-container" style="margin-left: auto; margin-right: auto; text-align: center;"><tbody>
<tr><td style="text-align: center;"><a href="http://2.bp.blogspot.com/-ECn4CimtQa0/Ve_Qci1yHWI/AAAAAAAAP1M/XO9wHoCJ62o/s1600/IMG_3716.JPG" imageanchor="1" style="margin-left: auto; margin-right: auto;"><img alt="electric scooter strap" border="0" height="640" src="http://2.bp.blogspot.com/-ECn4CimtQa0/Ve_Qci1yHWI/AAAAAAAAP1M/XO9wHoCJ62o/s640/IMG_3716.JPG" title="electric scooter strap" width="426" /></a></td></tr>
<tr><td class="tr-caption" style="text-align: center;">Electric scooter Strap, very light to carry into bus.</td></tr>
</tbody></table>
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<table align="center" cellpadding="0" cellspacing="0" class="tr-caption-container" style="margin-left: auto; margin-right: auto; text-align: center;"><tbody>
<tr><td style="text-align: center;"><a href="http://3.bp.blogspot.com/-_2A6-NQ0Tr0/Ve_Qc6HIYvI/AAAAAAAAP1Q/FHaMeZtubyU/s1600/IMG_3718.JPG" imageanchor="1" style="margin-left: auto; margin-right: auto;"><img alt="electric scooter strap" border="0" height="531" src="http://3.bp.blogspot.com/-_2A6-NQ0Tr0/Ve_Qc6HIYvI/AAAAAAAAP1Q/FHaMeZtubyU/s640/IMG_3718.JPG" title="electric scooter strap" width="640" /></a></td></tr>
<tr><td class="tr-caption" style="text-align: center;">Electric scooter Strap, easy to carry to MRT</td></tr>
</tbody></table>
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<a href="http://3.bp.blogspot.com/-Qru7UgZpEXc/Ve_QdZyCXHI/AAAAAAAAP1c/KIxjFYtvVYI/s1600/IMG_3719.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="427" src="http://3.bp.blogspot.com/-Qru7UgZpEXc/Ve_QdZyCXHI/AAAAAAAAP1c/KIxjFYtvVYI/s640/IMG_3719.JPG" width="640" /></a></div>
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<a href="http://3.bp.blogspot.com/-G-v75LkB4l4/Ve_QdUwReqI/AAAAAAAAP1g/RmyFpqdEDY0/s1600/IMG_3720.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="640" src="http://3.bp.blogspot.com/-G-v75LkB4l4/Ve_QdUwReqI/AAAAAAAAP1g/RmyFpqdEDY0/s640/IMG_3720.JPG" width="427" /></a></div>
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itsberryhttp://www.blogger.com/profile/01900364530139441398noreply@blogger.com0tag:blogger.com,1999:blog-2474577346893873246.post-28095365377040704722015-08-16T07:43:00.001-07:002015-08-16T07:45:59.006-07:00Weekends with colleagues<div dir="ltr" style="text-align: left;" trbidi="on">
We all did it! finally done with our hell weeks, so proud of my colleagues who put the hard work together all the way! woo hoo...<br />
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SWIFT and Filtering Centralisation.<br />
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Our project release 4<br />
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<a href="http://4.bp.blogspot.com/-xr8ydvWVjIQ/VdCfdPkFIvI/AAAAAAAAPTk/TzMIr0hTCsQ/s1600/IMG_5396.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img alt="SWIFT Centralisation" border="0" height="480" src="http://4.bp.blogspot.com/-xr8ydvWVjIQ/VdCfdPkFIvI/AAAAAAAAPTk/TzMIr0hTCsQ/s640/IMG_5396.JPG" title="SWIFT Centralization Release 4" width="640" /></a></div>
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The team 4 from Left to Right: Jitender Gupta, my self, Preethum Kulkarni, Siew Hoon Tan, Nicholas Hutchins, Kristoffer John Co, Mudit Purwar, Wilfrid Voltine, and contantinus Haryo..<br />
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<a href="http://3.bp.blogspot.com/-LwhHQnKntB0/VdCfmENsRFI/AAAAAAAAPTs/B33lSEOUq8U/s1600/IMG_5406.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img alt="Wilfrid Voltine" border="0" height="480" src="http://3.bp.blogspot.com/-LwhHQnKntB0/VdCfmENsRFI/AAAAAAAAPTs/B33lSEOUq8U/s640/IMG_5406.JPG" title="Wilfrid Voltine" width="640" /></a></div>
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When we're talking about ghost month, Wilfrid Voltine acting like a hungry ghost trying to eat Singapore.<br />
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<a href="http://2.bp.blogspot.com/-rruqFWAgNVA/VdChP5iZKwI/AAAAAAAAPT4/5__oewJBix4/s1600/IMG_5418.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img alt="Drink with Wilfrid Voltine" border="0" height="480" src="http://2.bp.blogspot.com/-rruqFWAgNVA/VdChP5iZKwI/AAAAAAAAPT4/5__oewJBix4/s640/IMG_5418.JPG" title="Drink with Wilfrid Voltine" width="640" /></a></div>
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itsberryhttp://www.blogger.com/profile/01900364530139441398noreply@blogger.com2Singapore1.352083 103.819836000000010.8441055 103.174389 1.8600605 104.46528300000001tag:blogger.com,1999:blog-2474577346893873246.post-33352948391495124582015-05-16T10:13:00.001-07:002015-05-16T10:26:16.292-07:00Today's note - ITIL v3 2011 Foundation - Service Management as a good practice<div dir="ltr" style="text-align: left;" trbidi="on">
Today, I am attending ITIL v3 2011 course. While it is hot, for my own benefit, Iwant to take notes what I've learned today for my reference in exam.<br />
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<h2 style="background-color: white; border: 0px; color: #444444; font-family: Titillium, Arial, sans-serif; font-size: 34px; font-stretch: inherit; font-weight: 400; letter-spacing: -0.7px; line-height: 1.3em; margin: 0px 0px 14px; padding: 0px; vertical-align: baseline; word-wrap: break-word;">
Why IT Service Management is Needed?</h2>
<ul style="background-color: white; border: 0px; color: #666666; font-family: Titillium, Arial, sans-serif; font-size: 18px; font-stretch: inherit; line-height: 28.7999992370605px; list-style: none; margin: 0px 0px 15px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Higher IT service quality is always <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">required</span> while fewer resources are available<ul style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: none; margin: 0px 0px 0px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Users are not interested in the processes / technology, rather they just need to utilize the service to achieve business goals</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">As users are usually not directly responsible for the costs of IT services, they would endlessly request more and more IT services with higher and higher standards / quality</li>
</ul>
</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Changes to business and technology</span> happen continually that would affect IT systems and processes<ul style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: none; margin: 0px 0px 0px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Nowadays, IT services are increasingly provided <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">as business services</span> to the external customers <em style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">(e.g. in the past, bank customers would need to go to a local bank to request a transaction with the bank teller who would make use of the IT system to retrieve the account and record the transaction; nowadays, customers would directly make transaction online or in ATMs where the IT services are directly used by the customers)</em></li>
</ul>
</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">The need to balance IT services request and quality with available resources to deliver the maximum value to the business -> IT service management</li>
</ul>
<h2 style="background-color: white; border: 0px; color: #444444; font-family: Titillium, Arial, sans-serif; font-size: 34px; font-stretch: inherit; font-weight: 400; letter-spacing: -0.7px; line-height: 1.3em; margin: 0px 0px 14px; padding: 0px; vertical-align: baseline; word-wrap: break-word;">
What is IT Service Management?</h2>
<h3 style="background-color: white; border: 0px; color: #444444; font-family: Titillium, Arial, sans-serif; font-size: 28px; font-stretch: inherit; font-weight: 400; letter-spacing: -0.5px; line-height: 1.3em; margin: 0px 0px 14px; padding: 0px; vertical-align: baseline; word-wrap: break-word;">
IT Service</h3>
<ul style="background-color: white; border: 0px; color: #666666; font-family: Titillium, Arial, sans-serif; font-size: 18px; font-stretch: inherit; line-height: 28.7999992370605px; list-style: none; margin: 0px 0px 15px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">[definition]<span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;"></span><em style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;"> A service is a means of delivering <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">value</span> to customers by facilitating <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">outcomes</span> customers want to achieve <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">without</span> the ownership of specific <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">costs and risks</span></em><ul style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: none; margin: 0px 0px 0px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">e.g. <em style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Email service</em>: business users just make use of email service for communication needs, the management, cost and risks (e.g. security, hardware, virus, etc.) are not their concerns</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">outcome is the result of carrying out an activity, including intended and actual results</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">two types of customers: internal (within the same organization) and external (outside the organization)</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">external services provide a more direct and visible contribution to the business outcome than internal services</li>
</ul>
</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">[definition] <em style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">IT Service</span></em> – <em style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">A service provided by an IT service provider. An IT service is made up of a combination of <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">information technology</span>, <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">people and processes</span>. A <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">customer-facing IT service</span> directly supports the business processes of one or more customers and its service level targets should be defined in a service level agreement. Other IT services, called <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">supporting services</span>, are not directly used by the business but are required by the service provider to deliver customer-facing services.</em></li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">IT Services</span> consist of taking care the design, implementation and maintenance of all the components that are required to fulfill a business objective for the users (i.e. IT and business <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;"><em style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">integration</em></span>, not just IT and business <em style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">alignment</em>)</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Values of IT services</span><ul style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: none; margin: 0px 0px 0px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Create values for the business by supporting business processes</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Create values for end customers</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Reduce costs / increase productivity (enhance performance)</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Manage costs / risks / issues more effectively</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Reduce / remove constraints (e.g. not enough bandwidth)</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Facilitate achievement of outcomes (e.g. students registering for a class)</li>
</ul>
</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Customer Satisfaction</span> is at the core of judgment of the quality of the services. Service costs (total cost of ownership (TOC), return on investment (ROI) or overall cost) will be a major factor to be considered by the customers.</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Types of services – according to the value for customers<ul style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: none; margin: 0px 0px 0px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Core Services</span>: required directly by customers to deliver an intended outcome</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Enabling Services</span>: needed to ensure core services can be delivered successfully, not visible to customers</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Enhancing Services</span>: created to add features / values to the customers, not essential</li>
</ul>
</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Types of IT services – according to the customer types<ul style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: none; margin: 0px 0px 0px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Supporting Services</span> (infrastructure services): not directly visible to customers, managed with operation level agreements</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Internal Customerfacing Services</span>: enable internal customers to carry out its business process, managed with service level agreements</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">External Customerfacing Services</span>: used by the external customers, can be the business process itself, managed with contracts</li>
</ul>
</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">A <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">service package</span> is a collection of two or more [generic] services that have been combined to offer a solution to a specific type of customer need or to underpin specific business outcomes. A service package may consists of any types of services. The generic services used in this way can achieve economy of scale.</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">In case if there is a need for giving options on warranty and/or utility for components of a service package, different <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">service level packages</span> can be offered as service options.</li>
</ul>
<h3 style="background-color: white; border: 0px; color: #444444; font-family: Titillium, Arial, sans-serif; font-size: 28px; font-stretch: inherit; font-weight: 400; letter-spacing: -0.5px; line-height: 1.3em; margin: 0px 0px 14px; padding: 0px; vertical-align: baseline; word-wrap: break-word;">
Stakeholders</h3>
<ul style="background-color: white; border: 0px; color: #666666; font-family: Titillium, Arial, sans-serif; font-size: 18px; font-stretch: inherit; line-height: 28.7999992370605px; list-style: none; margin: 0px 0px 15px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">[definition]<em style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;"> Stakeholders</span> are individuals or groups that have an interest in an organization, service, or project and are potentially interested or engaged in the activities, resources, targets, or deliverables from service management</em>.<ul style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: none; margin: 0px 0px 0px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Internal</span> stakeholders: within the service provider organization</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">External</span> stakeholders: outside customers, users, suppliers (vendors, network providers)</li>
</ul>
</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">[definition]<em style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;"> <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Service providers</span> are organizations supplying services to one or more internal or external customers.</em></li>
</ul>
<h3 style="background-color: white; border: 0px; color: #444444; font-family: Titillium, Arial, sans-serif; font-size: 28px; font-stretch: inherit; font-weight: 400; letter-spacing: -0.5px; line-height: 1.3em; margin: 0px 0px 14px; padding: 0px; vertical-align: baseline; word-wrap: break-word;">
IT Service Management</h3>
<ul style="background-color: white; border: 0px; color: #666666; font-family: Titillium, Arial, sans-serif; font-size: 18px; font-stretch: inherit; line-height: 28.7999992370605px; list-style: none; margin: 0px 0px 15px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">[definition] <em style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Service Management is <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">a set of specialized organizational capabilities</span> for providing value to customers in the form of services.</em><ul style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: none; margin: 0px 0px 0px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Capabilities</span>: functions and processes for managing services over a lifecycle</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Specialized</span>: in strategy, design, transition, operation, and continual improvement</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">The capabilities represent a service organization’s capacity, competency, and confidence for action.<em style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">The act of <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">transforming resources into valuable services</span> is at the core of service management.</em> Without these capabilities, a service organization is merely a bundle of resources that by itself has relatively low intrinsic value for customers.</li>
</ul>
</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">[definition] <em style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">IT Service Management</span>: The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">IT service providers </span>(to internal or external customers) through an appropriate mix of people, process and information technology.</em><ul style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: none; margin: 0px 0px 0px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Make use of <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">best practices</span> (a set of generic (<em style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">high level</em>) guidelines based on the successful experiences of a number of organizations) in service management, <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">adapt</span> and apply for the business to save cost and improve quality</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">[definition] <em style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Good practice could be either an application of best practice, or an input into best practice</em></li>
</ul>
</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Types of IT Service Providers<ul style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: none; margin: 0px 0px 0px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Type I: Internal Service Provider</span> – service providers located within the business unit, maybe several internal service providers within an organization</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Type II: Shared Services Unit</span> – supports several business units, e.g. centralized IT department</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Type III: External Service Provider</span> – delivers services to external customers</li>
</ul>
</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Suppliers vs Providers<ul style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: none; margin: 0px 0px 0px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">suppliers</span> only provide an element of the service which is not visible to the customer</li>
</ul>
</li>
</ul>
<h3 style="background-color: white; border: 0px; color: #444444; font-family: Titillium, Arial, sans-serif; font-size: 28px; font-stretch: inherit; font-weight: 400; letter-spacing: -0.5px; line-height: 1.3em; margin: 0px 0px 14px; padding: 0px; vertical-align: baseline; word-wrap: break-word;">
Process</h3>
<ul style="background-color: white; border: 0px; color: #666666; font-family: Titillium, Arial, sans-serif; font-size: 18px; font-stretch: inherit; line-height: 28.7999992370605px; list-style: none; margin: 0px 0px 15px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">A <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">process</span> is <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">a set of activities</span> designed to turn input(s) into output(s) to accomplish a specific<span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">objective</span> (need to be measurable, expressing in terms business benefits for business goals), often including<span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;"> feedback</span> (report, measurements (metrics)) from the output to be used for process improvements</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Processes may include roles, responsibilities, tools and management controls (actions, dependencies, and sequence) and are supported by the enablers (resources and capabilities).</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">The process is considered <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">effective</span> if all the objectives of the output are met.</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Each process is owned by a <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">process owner</span> responsible for the process and improvement, ensuring the process meets the defined objectives</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Once defined, processes need to be <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">documented and controlled</span> (repeatable and manageable)</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Process Characteristics:</span><ul style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: none; margin: 0px 0px 0px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Measurable</span> (performance based e.g. cost, quality, productivity, duration)</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Deliver specific <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">identifiable and countable results</span></li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Meet the expectations of the <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">customers / stakeholders</span></li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Respond to specific events (called <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">triggers</span>)</li>
</ul>
</li>
</ul>
<h3 style="background-color: white; border: 0px; color: #444444; font-family: Titillium, Arial, sans-serif; font-size: 28px; font-stretch: inherit; font-weight: 400; letter-spacing: -0.5px; line-height: 1.3em; margin: 0px 0px 14px; padding: 0px; vertical-align: baseline; word-wrap: break-word;">
Business Process, IT Process and IT Service</h3>
<ul style="background-color: white; border: 0px; color: #666666; font-family: Titillium, Arial, sans-serif; font-size: 18px; font-stretch: inherit; line-height: 28.7999992370605px; list-style: none; margin: 0px 0px 15px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">IT teams provide the <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">service</span> to enable the business process to be automated.</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">IT team will need to take reference to the ITIL best practice of IT processes to deal with a particular business process</span></li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Benefits of <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Process Automation with IT Service</span>:<ul style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: none; margin: 0px 0px 0px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Capacity Management – Improve quality, i.e. can respond to variation in demand, less time restrictions</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Optimization – handle complex tasks better</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Measurement – for improvement as human factor is ruled out</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Reduce costs (users can self-serve) and risks (human errors)</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Knowledge Capture – reduce variations as the process is well studied and documented</li>
</ul>
</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">The tasks should be well studied and only “simple” and routine tasks with recognizable patterns can be automated</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Areas of service management ideal for automation:<ul style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: none; margin: 0px 0px 0px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">design and modeling (for project and forecasting)</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">service catalog (capture demand for services)</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">pattern recognition and analysis</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">classification, prioritizing and routing</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">detection and monitoring</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">routine service requests</li>
</ul>
</li>
</ul>
<h3 style="background-color: white; border: 0px; color: #444444; font-family: Titillium, Arial, sans-serif; font-size: 28px; font-stretch: inherit; font-weight: 400; letter-spacing: -0.5px; line-height: 1.3em; margin: 0px 0px 14px; padding: 0px; vertical-align: baseline; word-wrap: break-word;">
Functions and Roles</h3>
<ul style="background-color: white; border: 0px; color: #666666; font-family: Titillium, Arial, sans-serif; font-size: 18px; font-stretch: inherit; line-height: 28.7999992370605px; list-style: none; margin: 0px 0px 15px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">[definition] <em style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Function</span>: A team or group of people and the tools they use (resources) to carry out one or more processes or activities</em><ul style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: none; margin: 0px 0px 0px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Functions are self-contained units responsible to carry out the tasks to create specific outcomes</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">provide structure and stability to the organization</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">have their own body of knowledge accumulated through experience</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">e.g. technical management, application management, operations management functions, service desk</li>
</ul>
</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">[definition] <em style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Role</span>: A set of responsibilities, activities and authorities granted to a person or team</em><ul style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: none; margin: 0px 0px 0px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">triggers to play the role are determined by processes (by the line-manager)</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">one person/team can take up several roles in different context</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">e.g. change management role, capacity management role</li>
</ul>
</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Defined roles in ITIL:<ul style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: none; margin: 0px 0px 0px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Group</span> – a number of people performing similar activities, not formal structure</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Team</span> – a more formal structure for people working together with a common objective</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Department</span> – a formal organizational structure with a hierarchical structure</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Division</span> – a number of departments forming a self-contained unit</li>
</ul>
</li>
</ul>
<h2 style="background-color: white; border: 0px; color: #444444; font-family: Titillium, Arial, sans-serif; font-size: 34px; font-stretch: inherit; font-weight: 400; letter-spacing: -0.7px; line-height: 1.3em; margin: 0px 0px 14px; padding: 0px; vertical-align: baseline; word-wrap: break-word;">
Why Information Technology Infrastructure Library (ITIL)?</h2>
<div style="background-color: white; border: 0px; color: #666666; font-family: Titillium, Arial, sans-serif; font-size: 18px; font-stretch: inherit; line-height: 28.7999992370605px; margin-bottom: 1em; padding: 0px; vertical-align: baseline;">
ITIL is recognized as a world-wide best-practice approach for delivering IT services and IT service management by focusing on the <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">processes</span>, functions, and capabilities required to support IT services in businesses. It helps organizations to gain competitive advantage by ensuring they are utilizing the best-practice approaches to IT available – helping IT services to meet the needs of the customers within the budget in an cost-effective way. There are different sources of the best practices: proprietary knowledge / internal experience, standards / industry practice and training and education / academic research.</div>
<div style="background-color: white; border: 0px; color: #666666; font-family: Titillium, Arial, sans-serif; font-size: 18px; font-stretch: inherit; line-height: 28.7999992370605px; margin-bottom: 1em; padding: 0px; vertical-align: baseline;">
ITIL is considered one of the standards containing the body of knowledge in best practice and is being adapted by organizations worldwide to establish and improve capabilities in service management.</div>
<ul style="background-color: white; border: 0px; color: #666666; font-family: Titillium, Arial, sans-serif; font-size: 18px; font-stretch: inherit; line-height: 28.7999992370605px; list-style: none; margin: 0px 0px 15px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">It works – </span>as ITIL embraces a practical approach with a common framework</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Vendor-neutral</span> – not tied to any technology, platform or industry, owned by the UK Government</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Non-prescriptive</span> – designed for all types of organizations, advocates “adopt and adapt”, doesn’t specify how the best practices are to be structured or carried out</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">Best practice</span> – accumulated through experiences by service providers worldwide</li>
</ul>
<div style="background-color: white; border: 0px; color: #666666; font-family: Titillium, Arial, sans-serif; font-size: 18px; font-stretch: inherit; line-height: 28.7999992370605px; margin-bottom: 1em; padding: 0px; vertical-align: baseline;">
ITIL enables organizations to deliver benefits, values and return on investment on a sustainable approach. It allows a cultural shift by the adoption of standard approach to service management across the entire organization.</div>
<div style="background-color: white; border: 0px; color: #666666; font-family: Titillium, Arial, sans-serif; font-size: 18px; font-stretch: inherit; line-height: 28.7999992370605px; margin-bottom: 1em; padding: 0px; vertical-align: baseline;">
ITIL standardizes the strategic approach to the management of services, the performing organizations just need to make minor adjustments to meet their business needs. This is the core of ITIL’s approach to service management.</div>
<h2 style="background-color: white; border: 0px; color: #444444; font-family: Titillium, Arial, sans-serif; font-size: 34px; font-stretch: inherit; font-weight: 400; letter-spacing: -0.7px; line-height: 1.3em; margin: 0px 0px 14px; padding: 0px; vertical-align: baseline; word-wrap: break-word;">
The ITIL Service Lifecycle</h2>
<ul style="background-color: white; border: 0px; color: #666666; font-family: Titillium, Arial, sans-serif; font-size: 18px; font-stretch: inherit; line-height: 28.7999992370605px; list-style: none; margin: 0px 0px 15px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">ITIL consists of the following components:<ul style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: none; margin: 0px 0px 0px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">The ITIL Core</span>: a set of five publications containing the best practice guidance applicable to all organizations providing services</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;"><span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">The ITIL Complementary Guidance</span>: a auxiliary set of publications (online or printed) detailing the application of ITIL to specific industries, organization and technology platform</li>
</ul>
</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Organizations practicing ITIL may get certified under ISO/IEC 20000</li>
</ul>
<h3 style="background-color: white; border: 0px; color: #444444; font-family: Titillium, Arial, sans-serif; font-size: 28px; font-stretch: inherit; font-weight: 400; letter-spacing: -0.5px; line-height: 1.3em; margin: 0px 0px 14px; padding: 0px; vertical-align: baseline; word-wrap: break-word;">
1. Service Strategy</h3>
<ul style="background-color: white; border: 0px; color: #666666; font-family: Titillium, Arial, sans-serif; font-size: 18px; font-stretch: inherit; line-height: 28.7999992370605px; list-style: none; margin: 0px 0px 15px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Guidance for organizations on</li>
<ul style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: none; margin: 0px 0px 0px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">how to think and act in a <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">strategic</span> manner</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">how to turn service management into <span style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: 600; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">strategic assets</span> for strategic growth by understanding the cost and value of the services</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">how to clarify <em style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline;">relationships</em> between various services, systems, or processes and the business models, strategies, or objectives</li>
</ul>
</ul>
<div>
<ul style="background-color: white; border: 0px; color: #666666; font-family: Titillium, Arial, sans-serif; font-size: 18px; font-stretch: inherit; line-height: 28.7999992370605px; list-style: none; margin: 0px 0px 15px 30px; padding: 0px; text-align: left; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Processes associated with this lifecycle:</li>
<ul>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Service Strategy</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Service Portfolio</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Demand management</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">IT Financial management</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Business Relationship management</li>
</ul>
</ul>
</div>
<h3 style="background-color: white; border: 0px; color: #444444; font-family: Titillium, Arial, sans-serif; font-size: 28px; font-stretch: inherit; font-weight: 400; letter-spacing: -0.5px; line-height: 1.3em; margin: 0px 0px 14px; padding: 0px; vertical-align: baseline; word-wrap: break-word;">
2. Service Design</h3>
<ul style="background-color: white; border: 0px; color: #666666; font-family: Titillium, Arial, sans-serif; font-size: 18px; font-stretch: inherit; line-height: 28.7999992370605px; list-style: none; margin: 0px 0px 15px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Guidance for organizations on<ul style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: none; margin: 0px 0px 0px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">how to design and develop services / service management processes</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">how to convert strategic objectives into portfolios of services and service assets</li>
</ul>
</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">applicable for existing services requiring changes / improvements</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">integrate people, process, products and partners</li>
</ul>
<ul style="background-color: white; border: 0px; color: #666666; font-family: Titillium, Arial, sans-serif; font-size: 18px; font-stretch: inherit; line-height: 28.7999992370605px; list-style: none; margin: 0px 0px 15px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Processes associated with this lifecycle:</li>
<ul>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Service catalogue management</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Service Level management</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Availability management</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Capacity management</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Supplier management</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">IT Security management</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">IT Service continuity management</li>
</ul>
</ul>
<h3 style="background-color: white; border: 0px; color: #444444; font-family: Titillium, Arial, sans-serif; font-size: 28px; font-stretch: inherit; font-weight: 400; letter-spacing: -0.5px; line-height: 1.3em; margin: 0px 0px 14px; padding: 0px; vertical-align: baseline; word-wrap: break-word;">
3. Service Transition</h3>
<ul style="background-color: white; border: 0px; color: #666666; font-family: Titillium, Arial, sans-serif; font-size: 18px; font-stretch: inherit; line-height: 28.7999992370605px; list-style: none; margin: 0px 0px 15px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Guidance for organizations on<ul style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: none; margin: 0px 0px 0px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">how to build and test the services</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">how to transit new / improved services into operation (live environment)</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">how to effectively realize the Service Strategy as planned in Service Design in Service Operation and control risks</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">how to manage changes of services / service management</li>
</ul>
</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">combine release management, program management and risk management in the context of service management</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">from testing to live; from one organization to another</li>
</ul>
<div>
<ul style="background-color: white; border: 0px; color: #666666; font-family: Titillium, Arial, sans-serif; font-size: 18px; font-stretch: inherit; line-height: 28.7999992370605px; list-style: none; margin: 0px 0px 15px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Processes associated with this lifecycle:</li>
<ul>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Change management</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Service assets and configuration management</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Release and deployment management</li>
</ul>
</ul>
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<h3 style="background-color: white; border: 0px; color: #444444; font-family: Titillium, Arial, sans-serif; font-size: 28px; font-stretch: inherit; font-weight: 400; letter-spacing: -0.5px; line-height: 1.3em; margin: 0px 0px 14px; padding: 0px; vertical-align: baseline; word-wrap: break-word;">
4. Service Operation</h3>
<ul style="background-color: white; border: 0px; color: #666666; font-family: Titillium, Arial, sans-serif; font-size: 18px; font-stretch: inherit; line-height: 28.7999992370605px; list-style: none; margin: 0px 0px 15px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Guidance for organizations on<ul style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: none; margin: 0px 0px 0px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">how to coordinate daily operation and deploy the services to operation</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">how to deliver value with quality, efficiency and effectiveness by service operation and support</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">how to maintain stability while allowing for changes</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">how to exercise reactive and proactive control</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">how to support operation through new models and architectures (e.g. web services, mobile e-commerce, cloud computing, etc.)</li>
</ul>
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<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Execute the plans and measure the results</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">A critical capability as strategic objectives are realized in operation</li>
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<ul style="background-color: white; border: 0px; color: #666666; font-family: Titillium, Arial, sans-serif; font-size: 18px; font-stretch: inherit; line-height: 28.7999992370605px; list-style: none; margin: 0px 0px 15px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Processes associated with this lifecycle:</li>
<ul>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Incident management</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Problem management</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Event management</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Access management</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Service request fulfilment </li>
</ul>
</ul>
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<h3 style="background-color: white; border: 0px; color: #444444; font-family: Titillium, Arial, sans-serif; font-size: 28px; font-stretch: inherit; font-weight: 400; letter-spacing: -0.5px; line-height: 1.3em; margin: 0px 0px 14px; padding: 0px; vertical-align: baseline; word-wrap: break-word;">
5. Continual Service Improvement</h3>
<ul style="background-color: white; border: 0px; color: #666666; font-family: Titillium, Arial, sans-serif; font-size: 18px; font-stretch: inherit; line-height: 28.7999992370605px; list-style: none; margin: 0px 0px 15px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Guidance for organizations on<ul style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: none; margin: 0px 0px 0px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">measurement, reporting and improvement on services, processes and technology for every stage in the lifecycle</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">how to continually monitor, maintain and create value to users through better design, transition and operation</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">how to link improvement efforts and outcomes with service strategy, design, and transition through the closed-loop PDCA (plan, do, check, act) model</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">how to continually align to changing business needs</li>
</ul>
</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Combine quality management, change management and capability improvement</li>
</ul>
<div>
<ul style="background-color: white; border: 0px; color: #666666; font-family: Titillium, Arial, sans-serif; font-size: 18px; font-stretch: inherit; line-height: 28.7999992370605px; list-style: none; margin: 0px 0px 15px 30px; padding: 0px; vertical-align: baseline;">
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Processes associated with this lifecycle:</li>
<ul>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">The seven step improvement process</li>
<li style="border: 0px; font-family: inherit; font-size: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; font-weight: inherit; line-height: inherit; list-style: square; margin: 0px; padding: 0px; vertical-align: baseline;">Deming cycle</li>
</ul>
</ul>
</div>
<div>
Reference blog: http://edward-designer.com/web/itil-foundation-service-management/</div>
<div>
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itsberryhttp://www.blogger.com/profile/01900364530139441398noreply@blogger.com2tag:blogger.com,1999:blog-2474577346893873246.post-15789076484482307632015-01-04T05:57:00.000-08:002015-01-04T05:57:05.731-08:00Short trip to Hong Kong 2015<div dir="ltr" style="text-align: left;" trbidi="on">
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<a href="http://3.bp.blogspot.com/-h2ZNueAOQOI/VKjdI645g8I/AAAAAAAAMww/fxVElOLaEH8/s1600/IMG_1651.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="http://3.bp.blogspot.com/-h2ZNueAOQOI/VKjdI645g8I/AAAAAAAAMww/fxVElOLaEH8/s1600/IMG_1651.JPG" height="640" width="426" /></a></div>
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<a href="http://1.bp.blogspot.com/-x3TqYCIeAAQ/VKjdHE0exNI/AAAAAAAAMwg/Fs5yRvHGBMU/s1600/IMG_1791.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img alt="Berry Hamzah" border="0" src="http://1.bp.blogspot.com/-x3TqYCIeAAQ/VKjdHE0exNI/AAAAAAAAMwg/Fs5yRvHGBMU/s1600/IMG_1791.JPG" height="640" title="Berry Hamzah" width="426" /></a></div>
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<a href="http://2.bp.blogspot.com/-VIt5DU9FNwk/VKi26fM0OLI/AAAAAAAAMwA/HweDfq6AY-w/s1600/IMG_0203.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img alt="Berry Hamzah" border="0" src="http://2.bp.blogspot.com/-VIt5DU9FNwk/VKi26fM0OLI/AAAAAAAAMwA/HweDfq6AY-w/s1600/IMG_0203.JPG" height="480" title="Berry Hamzah" width="640" /></a></div>
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<a href="http://1.bp.blogspot.com/-D_s9dW50zlg/VKjdH9kazKI/AAAAAAAAMwo/Z8eTaclqbms/s1600/IMG_1793.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img alt="Berry Hamzah" border="0" src="http://1.bp.blogspot.com/-D_s9dW50zlg/VKjdH9kazKI/AAAAAAAAMwo/Z8eTaclqbms/s1600/IMG_1793.JPG" height="640" title="Berry Hamzah" width="512" /></a></div>
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My favourite pictures and these were taken in Hong Kong and Macau..
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itsberryhttp://www.blogger.com/profile/01900364530139441398noreply@blogger.com0Hong Kong22.396428 114.1094970000000321.9265115 113.46405000000003 22.8663445 114.75494400000004tag:blogger.com,1999:blog-2474577346893873246.post-16995226617278942142014-12-29T16:07:00.001-08:002014-12-29T16:09:24.564-08:00Short trip to Japan 2014<div dir="ltr" style="text-align: left;" trbidi="on">
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<a href="http://4.bp.blogspot.com/-o8XMTV5eER0/VKHsUd43NpI/AAAAAAAAMvU/HhtRpPXdxHE/s1600/Berry%2BJapan.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img alt="berry hamzah" border="0" src="http://4.bp.blogspot.com/-o8XMTV5eER0/VKHsUd43NpI/AAAAAAAAMvU/HhtRpPXdxHE/s1600/Berry%2BJapan.JPG" height="640" title="berry hamzah" width="532" /></a></div>
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One of my favourite picture and this was taken in Tokyo.. </div>
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itsberryhttp://www.blogger.com/profile/01900364530139441398noreply@blogger.com0tag:blogger.com,1999:blog-2474577346893873246.post-61363433079421976652014-11-08T06:04:00.000-08:002014-11-08T06:04:16.221-08:00Relax and enjoy Saturday night live<div dir="ltr" style="text-align: left;" trbidi="on">
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Saturday night is a big night.. I'd be quite happy if i spent my Saturday night until Monday morning..</div>
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<a href="http://4.bp.blogspot.com/-301MfxJoAJ0/VF4iEiPeMqI/AAAAAAAAMYo/Xsib_aOcwNo/s1600/NKN_4769.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="http://4.bp.blogspot.com/-301MfxJoAJ0/VF4iEiPeMqI/AAAAAAAAMYo/Xsib_aOcwNo/s1600/NKN_4769.JPG" height="500" width="640" /></a></div>
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itsberryhttp://www.blogger.com/profile/01900364530139441398noreply@blogger.com2Bali, Indonesia-8.4095178 115.18891600000006-9.4146568 113.89802250000007 -7.4043788 116.47980950000006tag:blogger.com,1999:blog-2474577346893873246.post-28322550925801677642014-10-18T09:37:00.002-07:002014-10-18T09:37:43.160-07:00<div dir="ltr" style="text-align: left;" trbidi="on">
This Halloween season! For those who enjoy the spooky ambience of October.. #horrornight4 #universalStudio #halloween<br />
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GET INTO SPOOKY SPIRIT FOR HALLOWEEN...</div>
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<a href="http://2.bp.blogspot.com/-SKAJiOtcJVw/VEKWLSRIh2I/AAAAAAAAMP0/_GDAV5qe94o/s1600/DSC01737.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="http://2.bp.blogspot.com/-SKAJiOtcJVw/VEKWLSRIh2I/AAAAAAAAMP0/_GDAV5qe94o/s1600/DSC01737.JPG" height="425" width="640" /></a></div>
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itsberryhttp://www.blogger.com/profile/01900364530139441398noreply@blogger.com0tag:blogger.com,1999:blog-2474577346893873246.post-91198081721399661062014-09-28T08:23:00.001-07:002014-09-28T08:23:15.062-07:00Wet n Wild Run 2014<div dir="ltr" style="text-align: left;" trbidi="on">
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Wet 'n Wild Run at Sentosa #daretotry #wetnwild</div>
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itsberryhttp://www.blogger.com/profile/01900364530139441398noreply@blogger.com0tag:blogger.com,1999:blog-2474577346893873246.post-84174992279765342532014-08-06T09:12:00.001-07:002014-08-06T09:12:20.054-07:00Idul ied (Hari Raya) 2014<div><div class="separator" style="clear: both;"><a href="https://lh4.googleusercontent.com/-pgil4B3b0j8/U-JT4DiFxyI/AAAAAAAALgw/vNB0GKxRi0Q/s640/blogger-image--1173407402.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://lh4.googleusercontent.com/-pgil4B3b0j8/U-JT4DiFxyI/AAAAAAAALgw/vNB0GKxRi0Q/s640/blogger-image--1173407402.jpg"></a></div><br></div>Ied fay 1:<div>- Malam takbiran, spent the bight with popoy and regal makan bubur dan main petasan</div><div>- Shalat ied at Komplek BNI</div><div>- went to Kepu and reach about 10:30 then went to Uncle Anto' home at Ciganjur</div><div>- went to visit uncle Kasman in the Hospital</div><div>- went to Depok to meet grandma untill 5:PM</div><div><br></div><div>Day 2:</div><div>- went to Banten Serang to visit Nova' family whole day</div><div><br></div>itsberryhttp://www.blogger.com/profile/01900364530139441398noreply@blogger.com0tag:blogger.com,1999:blog-2474577346893873246.post-30443395443885930862014-08-02T03:52:00.001-07:002014-08-02T03:52:08.822-07:00Think before you start your project<br><div class="separator" style="clear: both;"><a href="https://lh4.googleusercontent.com/-K1gIlqXuQMU/U9zC1jnd7ZI/AAAAAAAAK8E/U7-NqkLR6us/s640/blogger-image--1755100336.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://lh4.googleusercontent.com/-K1gIlqXuQMU/U9zC1jnd7ZI/AAAAAAAAK8E/U7-NqkLR6us/s640/blogger-image--1755100336.jpg"></a></div><div class="separator" style="clear: both;"><br></div><div class="separator" style="clear: both;">Do you ever feel like this when you plan our project. </div>itsberryhttp://www.blogger.com/profile/01900364530139441398noreply@blogger.com0Toa Payoh (null)1.333882 103.850149tag:blogger.com,1999:blog-2474577346893873246.post-28121574022940782852014-06-28T23:47:00.000-07:002014-07-20T02:23:19.384-07:00First day in Fasting MonthToday is the fasting month, or well known as Ramadhan Month. Today i watched world-cup games Brazil vs Chili, it was a very good games and finally Brazil beat chili on the Pinalty and final score was 3-2. After that i ate sahur at macdonald.<br /><br /><div class="separator" style="clear: both; text-align: center;"><a href="http://3.bp.blogspot.com/-Eg15p2K4ues/U6-2USs1DcI/AAAAAAAACkw/s_d-yX-cQr4/s1600/tumblr_n7w9a7pY7p1qc917io1_500.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img alt="sahur" border="0" src="http://3.bp.blogspot.com/-Eg15p2K4ues/U6-2USs1DcI/AAAAAAAACkw/s_d-yX-cQr4/s1600/tumblr_n7w9a7pY7p1qc917io1_500.jpg" height="300" title="fasting sahur" width="400" /></a></div><br />itsberryhttp://www.blogger.com/profile/01900364530139441398noreply@blogger.com0tag:blogger.com,1999:blog-2474577346893873246.post-32957893823695823432014-06-17T09:04:00.000-07:002014-07-20T02:23:19.400-07:00Quote of The Day<div style="text-align: center;"><span style="font-size: small;">Quote of the day</span></div><span style="font-size: x-large;"><br /></span><div style="text-align: center;"><span style="color: blue;"><span style="font-size: x-large;">" Don't wait for perfection, DO IT , then FIX IT as you go"</span></span></div>itsberryhttp://www.blogger.com/profile/01900364530139441398noreply@blogger.com0tag:blogger.com,1999:blog-2474577346893873246.post-885686431423501652013-09-17T21:24:00.000-07:002014-07-20T02:23:19.409-07:00Disable printer redirection on Windows Server 2008.<br /><div style="background-color: white; color: #2a2a2a; font-family: 'Segoe UI', 'Lucida Grande', Verdana, Arial, Helvetica, sans-serif; font-size: 12px; line-height: 18px;">Recently I received a lot of errors in my Windows Event log for the event 1111. This happened because Our Company used to use RDP to manage our Application servers.<br /><br />After do some research, I found the most suitable solution from <a href="http://blogs.technet.com/" rel="nofollow">http://blogs.technet.com</a><br /><br /><b>Problem description:</b></div><div style="background-color: white; color: #2a2a2a; font-family: 'Segoe UI', 'Lucida Grande', Verdana, Arial, Helvetica, sans-serif; font-size: 12px; line-height: 18px;">You may notice that when RDP’ing into the Print Server, you are having print drivers being installed that were installed on the client (workstation or laptop).</div><div style="background-color: white; color: #2a2a2a; font-family: 'Segoe UI', 'Lucida Grande', Verdana, Arial, Helvetica, sans-serif; font-size: 12px; line-height: 18px;">This could be due to the RDP (RDS/TS) printer redirection being enabled.</div><div style="background-color: white; color: #2a2a2a; font-family: 'Segoe UI', 'Lucida Grande', Verdana, Arial, Helvetica, sans-serif; font-size: 12px; line-height: 18px;"><br /></div><div style="background-color: white; color: #2a2a2a; font-family: 'Segoe UI', 'Lucida Grande', Verdana, Arial, Helvetica, sans-serif; font-size: 12px; line-height: 18px;">Note: In Windows Server 2003, if you were running as a Print Server, it was easy to disable print redirection by going to “Administrative Tools > Terminal Services”.</div><div style="background-color: white; color: #2a2a2a; font-family: 'Segoe UI', 'Lucida Grande', Verdana, Arial, Helvetica, sans-serif; font-size: 12px; line-height: 18px;">Since Windows Server 2008 and Windows Server 2008 R2, have roles, the MMC to disable Remote Desktop (Terminal Services) print redirection is not installed by default. And you don’t want to enable the role to disable TS printer redirection. </div><div style="background-color: white; color: #2a2a2a; font-family: 'Segoe UI', 'Lucida Grande', Verdana, Arial, Helvetica, sans-serif; font-size: 12px; line-height: 18px;"><br /></div><div style="background-color: white; color: #2a2a2a; font-family: 'Segoe UI', 'Lucida Grande', Verdana, Arial, Helvetica, sans-serif; font-size: 12px; line-height: 18px;"><b>Recommendation:</b></div><div style="background-color: white; color: #2a2a2a; font-family: 'Segoe UI', 'Lucida Grande', Verdana, Arial, Helvetica, sans-serif; font-size: 12px; line-height: 18px;">GPO or GPEdit.msc (Local policy)</div><blockquote style="background-color: white; color: #2a2a2a; font-family: 'Segoe UI', 'Lucida Grande', Verdana, Arial, Helvetica, sans-serif; font-size: 12px; line-height: 18px;">Computer Configuration > Administrative Templates > Windows Components > Remote Desktop Services > Remote Desktop Session Host > Printer Redirection > Do not allow client printer redirection</blockquote><div style="background-color: white; color: #2a2a2a; font-family: 'Segoe UI', 'Lucida Grande', Verdana, Arial, Helvetica, sans-serif; font-size: 12px; line-height: 18px;">Or</div><blockquote style="background-color: white; color: #2a2a2a; font-family: 'Segoe UI', 'Lucida Grande', Verdana, Arial, Helvetica, sans-serif; font-size: 12px; line-height: 18px;">Via the registry key:</blockquote><blockquote style="background-color: white; color: #2a2a2a; font-family: 'Segoe UI', 'Lucida Grande', Verdana, Arial, Helvetica, sans-serif; font-size: 12px; line-height: 18px;">HKLM\SOFTWARE\Policies\Microsoft\Windows NT\Terminal Services<br />fDisableCpm set to 1</blockquote><div style="background-color: white; color: #2a2a2a; font-family: 'Segoe UI', 'Lucida Grande', Verdana, Arial, Helvetica, sans-serif; font-size: 12px; line-height: 18px;"><br /></div><div style="background-color: white; color: #2a2a2a; font-family: 'Segoe UI', 'Lucida Grande', Verdana, Arial, Helvetica, sans-serif; font-size: 12px; line-height: 18px;">Another alternative is to install the Remote Server Administration Tools (RSAT) for Windows 7 with Service Pack 1 on your Windows 7 SP1 client.</div><blockquote style="background-color: white; color: #2a2a2a; font-family: 'Segoe UI', 'Lucida Grande', Verdana, Arial, Helvetica, sans-serif; font-size: 12px; line-height: 18px;">Administrative Tools > Terminal Services > Terminal Services Configuration<br />Right click on RDP-TCP<br />Click on Properties<br />Under "Client Settings" tab<br />Under "Redirection - Disable the following"<br />Check the "Windows Printer" </blockquote><div style="background-color: white; color: #2a2a2a; font-family: 'Segoe UI', 'Lucida Grande', Verdana, Arial, Helvetica, sans-serif; font-size: 12px; line-height: 18px;">For more information:</div>itsberryhttp://www.blogger.com/profile/01900364530139441398noreply@blogger.com0tag:blogger.com,1999:blog-2474577346893873246.post-7073104858062126722013-09-04T09:48:00.000-07:002014-07-20T02:23:19.429-07:00How to install and configure smtp server on Windows 2008 R2I have recently configure my Windows 2008 R2 as smtp server. As one of Application that is used by my company is required mail server that allow send without authentication, i cannot use gmail or any other public smtp server. I have tried using stunnel to map the authentication, but for some reason, it did't work for some program function of my application. So i decided to install own smtp server.<br /><br />Refer to below link on how to setup mail server in Windows 2008 R2:<br /><a href="http://www.vsysad.com/2012/04/setup-and-configure-smtp-server-on-windows-server-2008-r2/" rel="nofollow">Setup smtp server in windows 2008 R2</a><br /><a href="http://www.blogger.com/"></a><span id="goog_923842753"></span><span id="goog_923842754"></span><br />itsberryhttp://www.blogger.com/profile/01900364530139441398noreply@blogger.com0tag:blogger.com,1999:blog-2474577346893873246.post-58474996784543927992013-07-19T17:14:00.000-07:002014-07-20T02:23:19.437-07:00Sending email through SMTP gmail (port 25) without SSL authentication If you have domain in google app and using your domain gmail, You can connect to the Google Apps mail servers using SMTP or SSL. If you connect using SMTP, you can only send mail to Gmail or Google Apps users; if you connect using SSL, you can send mail to anyone.<br /><br />That’s a problem, as Google Apps email accounts use smtp.gmail.com on port 465 (for SSL) or 587 (for TLS). Unencrypted sending is not possible through this SMTP server.<br /><br />The answer is to replace the smtp.gmail.com settings with:<br /><br /><br /><ul><li>server: aspmx.l.google.com</li><li>port: 25</li></ul><br /><div><br /></div><br />I've try it using tools SendSMTP. SendSMTP can send SMTP email via command-line instructions or interactively. This useful utility can be used to send email alerts, programmatically send files, whatever you like.<br /><span style="background-color: white; color: #444444; font-family: Helvetica, Arial, sans-serif; font-size: 15px; line-height: 24px;"><br /></span><br /><div class="separator" style="clear: both; text-align: center;"><a href="http://4.bp.blogspot.com/-IR05TNp5P5M/UenWUdkpr-I/AAAAAAAACOU/MX-Nsbvj5uY/s1600/smtptest1.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="320" src="http://4.bp.blogspot.com/-IR05TNp5P5M/UenWUdkpr-I/AAAAAAAACOU/MX-Nsbvj5uY/s320/smtptest1.png" width="318" /></a></div><br /><div class="separator" style="clear: both; text-align: center;"><a href="http://3.bp.blogspot.com/-LEYgKxh8tKw/UenWUV5JANI/AAAAAAAACOc/T1Jm_huVhA8/s1600/smtptest2.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="320" src="http://3.bp.blogspot.com/-LEYgKxh8tKw/UenWUV5JANI/AAAAAAAACOc/T1Jm_huVhA8/s320/smtptest2.png" width="318" /></a></div><br /><div class="separator" style="clear: both; text-align: center;"><a href="http://3.bp.blogspot.com/-dzWVLAR4TKI/UenWUQfTTiI/AAAAAAAACOQ/2zHCcps1pSg/s1600/smtptest3.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="320" src="http://3.bp.blogspot.com/-dzWVLAR4TKI/UenWUQfTTiI/AAAAAAAACOQ/2zHCcps1pSg/s320/smtptest3.png" width="318" /></a></div><div style="background-color: white; border: 0px; color: #444444; font-family: Helvetica, Arial, sans-serif; font-size: 15px; line-height: 24px; margin-bottom: 20px; margin-top: 20px; outline: 0px; padding: 0px; vertical-align: baseline;"><br /></div><div>Further reference: <a href="http://www.virtualobjectives.com.au/utilitiesprogs/sendsmtp.htm" rel="nofollow">http://www.virtualobjectives.com.au/utilitiesprogs/sendsmtp.htm</a><br /><br /></div>itsberryhttp://www.blogger.com/profile/01900364530139441398noreply@blogger.com0tag:blogger.com,1999:blog-2474577346893873246.post-51170317385528807612013-06-17T07:47:00.000-07:002014-07-20T02:23:19.457-07:00Basic Macro in Microsoft Excel 2012<div class="separator" style="clear: both; text-align: center;"></div><br /><div class="separator" style="clear: both; text-align: center;"></div>In this beautifull night, i was assigned to edit the excel for BCP checklist for my company. I have idea to use macro to navigate to all the checklist in an excel workbook. This below tutorial, i am creating a simple macro in Excel 2012. I want to have buttons that will navigate me through all the sheets in excel.<br /><b><br /></b>1. Enable developer tab<br /><div border="0" class="ACECollapsed" id="divExpCollAsst_812085051"><ul><li>On the right side of the ribbon, click <img alt="Action pop-up menu" border="0" src="http://officeimg.vo.msecnd.net/en-us/files/332/201/ZA102663482.gif" style="visibility: visible;" title="Action pop-up menu" />, and then click <b class="ui">Ribbon Preferences</b>.</li><li>Under <b class="ui">Customize</b>, select the <b class="ui">Developer</b> check box.</li></ul><ol class="cntIndent72" start="1" type="1"> </ol></div>2. On the <b class="ui">Developer</b> tab, under <b class="ui">Visual Basic</b>, click <b class="ui">Editor</b>.<br /><ul><li>Insert a module, in the Visual Basic Editor, on the <b class="ui">Insert</b> menu, click <b class="ui">Module</b>.</li><li>In the code window of the module, type or paste the macro code below.</li><li>When you are finished, on the <b class="ui">Excel</b> menu, click <b class="ui">Close and Return to Microsoft Excel</b>.</li></ul><br />Sample macro code:<br /><br /><span style="color: blue;">Sub getForm()</span><br /><span style="color: blue;"><br /></span><span style="color: blue;">Btn = ActiveSheet.Buttons(Application.Caller).Caption</span><br /><span style="color: blue;"><br /></span><span style="color: blue;">Select Case Btn</span><br /><span style="color: blue;">' First section selects from the checklists</span><br /><span style="color: blue;"> Case "SWIFT Checklist"</span><br /><span style="color: blue;"> Sheets("SWIFT Checklist").Select</span><br /><span style="color: blue;"> </span><span style="color: blue;">Case "Infra Checklist"</span><br /><span style="color: blue;"> Sheets("Infra Checklist").Select</span><br /><span style="color: blue;"> </span><br /><span style="color: blue;">'Last section selects nav sheet</span><br /><span style="color: blue;"> Case "To Main Page"</span><br /><span style="color: blue;"> Sheets("BCP Main").Select</span><br /><span style="color: blue;"> </span><br /><span style="color: blue;">End Select</span><br /><span style="color: blue;"><br /></span><span style="color: blue;">End Sub</span><br /><br /><i style="color: #2a2a2a; font-family: 'Segoe UI', 'Lucida Grande', Verdana, Arial, Helvetica, sans-serif; font-size: 14px; line-height: 18px;">Sub</i><span style="color: #2a2a2a; font-family: 'Segoe UI', 'Lucida Grande', Verdana, Arial, Helvetica, sans-serif; font-size: 14px; line-height: 18px;"> stands for </span><i style="color: #2a2a2a; font-family: 'Segoe UI', 'Lucida Grande', Verdana, Arial, Helvetica, sans-serif; font-size: 14px; line-height: 18px;">Subroutine</i><span style="color: #2a2a2a; font-family: 'Segoe UI', 'Lucida Grande', Verdana, Arial, Helvetica, sans-serif; font-size: 14px; line-height: 18px;">, which you can define for now as "macro". Running the </span><code style="color: #2a2a2a;">getForm</code><span style="color: #2a2a2a; font-family: 'Segoe UI', 'Lucida Grande', Verdana, Arial, Helvetica, sans-serif; font-size: 14px; line-height: 18px;"> macro runs any code that is between </span><code style="color: #2a2a2a;">Sub getForm()</code><span style="color: #2a2a2a; font-family: 'Segoe UI', 'Lucida Grande', Verdana, Arial, Helvetica, sans-serif; font-size: 14px; line-height: 18px;"> and </span><code style="color: #2a2a2a;">End Sub</code><span style="color: #2a2a2a; font-family: 'Segoe UI', 'Lucida Grande', Verdana, Arial, Helvetica, sans-serif; font-size: 14px; line-height: 18px;">.</span><br /><span style="color: #2a2a2a; font-family: 'Segoe UI', 'Lucida Grande', Verdana, Arial, Helvetica, sans-serif; font-size: 14px; line-height: 18px;"><br /></span>3. Create 3 worksheets:<br /><ul><li>SWIFT Checklist</li><li>Infra Checklist</li><li>BCP main</li></ul><div>4. In BCP main worksheets, navigate Developer ribbon</div><ul><li>Insert Button</li><li>Change the caption to "SWIFT Checklist"</li></ul><div><div>5. In SWIFT Checklist worksheets, navigate Developer ribbon</div><ul><li>Insert Button</li><li>Change the caption to "To Main Page"</li></ul></div>6 Now you will be able to navigate to worksheets using the button.<br /><br /><div class="separator" style="clear: both; text-align: center;"><a href="http://2.bp.blogspot.com/-ik-4v-IpG6o/Ub8kLFbGFkI/AAAAAAAACMg/1YOO_XA58C8/s1600/Excel+Tutor1.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="203" src="http://2.bp.blogspot.com/-ik-4v-IpG6o/Ub8kLFbGFkI/AAAAAAAACMg/1YOO_XA58C8/s400/Excel+Tutor1.png" width="400" /></a></div><br /><div class="separator" style="clear: both; text-align: center;"><a href="http://2.bp.blogspot.com/-8UCTw7BBLfE/Ub8kJjb-SNI/AAAAAAAACMY/crHSzfn4uOI/s1600/Excel+Tutor2.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="202" src="http://2.bp.blogspot.com/-8UCTw7BBLfE/Ub8kJjb-SNI/AAAAAAAACMY/crHSzfn4uOI/s400/Excel+Tutor2.png" width="400" /></a></div><br /><br />Source:<br /><ul><li>http://office.microsoft.com/en-us/mac-word-help/create-run-edit-or-delete-a-macro-HA102927318.aspx?CTT=1</li><li>http://www.youtube.com/watch?v=H0llYIJWU3E</li><li>http://office.microsoft.com/en-us/mac-word-help/step-3-learn-programming-fundamentals-HA104036897.aspx?CTT=5&origin=HA104036829 </li></ul><br /><br /><br />itsberryhttp://www.blogger.com/profile/01900364530139441398noreply@blogger.com1