What is involved in Infrastructure Services
Find out what the related areas are that Infrastructure Services connects with, associates with, correlates with or affects, and which require thought, deliberation, analysis, review and discussion. This unique checklist stands out in a sense that it is not per-se designed to give answers, but to engage the reader and lay out a Infrastructure Services thinking-frame.
How far is your company on its Infrastructure Services journey?
Take this short survey to gauge your organization’s progress toward Infrastructure Services leadership. Learn your strongest and weakest areas, and what you can do now to create a strategy that delivers results.
To address the criteria in this checklist for your organization, extensive selected resources are provided for sources of further research and information.
Start the Checklist
Below you will find a quick checklist designed to help you think about which Infrastructure Services related domains to cover and 372 essential critical questions to check off in that domain.
The following domains are covered:
Infrastructure Services, Project management, Call centre, Service level, Access Management, The Stationery Office, Service Desk, Deming Cycle, Secondary support level, Microsoft Operations Framework, Financial management for IT services, IT service management, Enterprise architecture, IT Service Management Forum, Change request, Software asset management, Infrastructure Services, Incident Management, Business Information Services Library, Definitive Media Library, RACI matrix, Application Performance Management, Granular configuration automation, 5 Whys, Enterprise life cycle, Identity management, Business Process Framework, Capacity management, Office of Government Commerce, IT Operations Management, Help desk, Point of contact, Computer network, ICT infrastructure, ITIL/service design package, Definitive software library, ITIL security management, Ishikawa diagram, Goal setting, Fishbone diagram, Functional Management, Computer security, Business Service Management, Request Fulfilment, Knowledge management, Problem Management, Business relationship management, Event Management, Configuration management database, Risk analysis, Business continuity planning, Service level requirement, Configuration management system, Program management, TM Forum, Corporate governance of information technology, Cabinet Office, Service portfolio management, ISO/IEC 27002, Primary support level, Joint venture, Performance engineering, Tertiary support level, ISO/IEC 20000, Business impact analysis, Service Level Agreement, Six Sigma:
Infrastructure Services Critical Criteria:
Coach on Infrastructure Services management and spearhead techniques for implementing Infrastructure Services.
– Are there internal organizational issues to address to increase our comfort level with using shared infrastructure services?
– Think about the functions involved in your Infrastructure Services project. what processes flow from these functions?
– Does our organization need more Infrastructure Services education?
Project management Critical Criteria:
Air ideas re Project management strategies and give examples utilizing a core of simple Project management skills.
– Agile project management with Scrum derives from best business practices in companies like Fuji-Xerox, Honda, Canon, and Toyota. Toyota routinely achieves four times the productivity and 12 times the quality of competitors. Can Scrum do the same for globally distributed teams?
– Partial solutions can only be used if the information support is being developed for a process that has not yet been computerised. Namely, if users already use an old IT solution – will they partly use the old one and partly the new one?
– How can a company arrange a new project if the management does not know when they will finish the current projects and when the employees will be free to take on a new project?
– So, if the project no longer needs a detailed master project plan, why does it need a project manager?
– What scenarios in terms of projected cost, schedule, and scope could/should we plan for?
– How could a new product or service be developed in this century without Agile Project Management?
– Have the types of risks that may impact Infrastructure Services been identified and analyzed?
– How difficult is agile project management for outsourced or off-shored projects?
– So, how do we adapt project management techniques to deal with this key reality?
– Our project management standards do they support or undermine Risk Management?
– Will reporting methods be different for agile versus traditional projects?
– How do organizations adapt to a radically new framework such as agile?
– What project management qualifications does the Project Manager have?
– Why would anyone want to discard the benefits of collocated teams?
– What is meant by an integrative approach to project management?
– What is the role of Project Management Body of Knowledge?
– What type of certificate will be awarded and by whom?
– that is fine as far as it goes, but does this scale?
– What is an economic aspect of Project Management?
– What is Project Management?
Call centre Critical Criteria:
Concentrate on Call centre visions and visualize why should people listen to you regarding Call centre.
– How can you negotiate Infrastructure Services successfully with a stubborn boss, an irate client, or a deceitful coworker?
– Who needs to know about Infrastructure Services ?
– How can we improve Infrastructure Services?
Service level Critical Criteria:
Recall Service level visions and define what our big hairy audacious Service level goal is.
– We are are often challenged to reduce our overheads and operational costs. Cost reduction initiatives can be difficult to manage and it is essential to target the right areas. Where can costs reasonably be reduced or margins improved without any service disruption or without affecting service levels?
– Can the cloud service provider offer the flexibility to provide availability service levels in line with the customers requirements?
– Are short calls factored out of the denominator in your service level?
– What are direct advantages of entering into Service Level Agreements?
– Are there encryption requirements, especially of off-line copies?
– What service(s) are being made available to what customers?
– Availability of a machine, service, particular operation?
– Are abandons included in your service level denominator?
– What is the purpose of a IT Service Level Agreement?
– What will it take to make it work?
– Do any copies need to be off-site?
– How will service be delivered?
– What services are included?
– What is it going to take?
– What will the project do?
– What is ITIL?
Access Management Critical Criteria:
Paraphrase Access Management planning and secure Access Management creativity.
– With the opportunities presented by the array of tools that support the people and processes needed to transform the maturity of an organizations iam life cycle stage, it is natural to ask, how do we get started?
– Can auditors uniquely identify the individuals who are granted access to the organizations systems based on the sign-on credentials they are assigned?
– Are there appropriate controls in place to prevent people from adding access to systems and applications outside the approved process?
– Does the organization have a process in place to deactivate or delete user access permissions when they are no longer needed?
– Will your IAM system handle the increased number of relationships between users, devices, services and policies?
– Are user identities and their access rights in compliance with the access rights approved for the user identity?
– Is it understood that the updated accesses provided by a role will be given to all users assigned to it?
– Provide interactive logon services through windows graphical identification and authentication (gina)?
– Complement identity management and help desk solutions with closedloop import and export?
– Which users require access to which assets, to what extent, and in what circumstances?
– What does the organization do with respect to privileged accounts?
– Do you need end-to-end authentication and authorization?
– Can I reuse my existing identities and access policies?
– How does your organization onboard new hires?
– What is identity management to us (idm)?
– Number of access security admin staff?
– What is the Vision of the IAM Program?
– Popularity of password sticky notes?
– How often do reconciliations occur?
– Who owns ID X on system Y?
The Stationery Office Critical Criteria:
Check The Stationery Office tactics and differentiate in coordinating The Stationery Office.
– How do you determine the key elements that affect Infrastructure Services workforce satisfaction? how are these elements determined for different workforce groups and segments?
– How do mission and objectives affect the Infrastructure Services processes of our organization?
– Are we making progress? and are we making progress as Infrastructure Services leaders?
Service Desk Critical Criteria:
Boost Service Desk management and reinforce and communicate particularly sensitive Service Desk decisions.
– Why is Customer Service and helpdesks so undervalued given that this is a core part of branding and growth i e The head of the Service Desk is not a CxO level title?
– Does the service provider have a service desk function based on itil principles?
– How does mobility improve your organizations service desk effectiveness?
– Does the service provider have a service desk function based on ITIL principles?
– Are you running your service desk or is your service desk running you?
– How does mobility improve your organizations service desk effectiveness?
– Is the cloud service providers service desk local, onshore or offshore?
– How does mobility improve our organizations service desk effectiveness?
– Are You Running Your Service Desk or is Your Service Desk Running You?
– Is Infrastructure Services Required?
– Why a service desk?
Deming Cycle Critical Criteria:
Frame Deming Cycle risks and triple focus on important concepts of Deming Cycle relationship management.
– What are the top 3 things at the forefront of our Infrastructure Services agendas for the next 3 years?
– How do we manage Infrastructure Services Knowledge Management (KM)?
– How to deal with Infrastructure Services Changes?
Secondary support level Critical Criteria:
Deduce Secondary support level decisions and reinforce and communicate particularly sensitive Secondary support level decisions.
– A compounding model resolution with available relevant data can often provide insight towards a solution methodology; which Infrastructure Services models, tools and techniques are necessary?
– Think of your Infrastructure Services project. what are the main functions?
– Are we Assessing Infrastructure Services and Risk?
Microsoft Operations Framework Critical Criteria:
Learn from Microsoft Operations Framework outcomes and budget for Microsoft Operations Framework challenges.
– What is Effective Infrastructure Services?
Financial management for IT services Critical Criteria:
Sort Financial management for IT services quality and clarify ways to gain access to competitive Financial management for IT services services.
– Are there any easy-to-implement alternatives to Infrastructure Services? Sometimes other solutions are available that do not require the cost implications of a full-blown project?
– What are the short and long-term Infrastructure Services goals?
IT service management Critical Criteria:
Mine IT service management decisions and explain and analyze the challenges of IT service management.
– If we could not clearly quantify where the benefits were, we would then start getting lots of questions: why are you doing it because we could be spending the money elsewhere?
– How do you actually go about identifying, defining and then managing a set of services that make sense?
– Does current usage support ongoing contract negotiations for maintenance and upgrade renewals?
– What are our key differences between ITAM IT asset management and ITSM IT service management?
– Which statement best describes your organizations current IT service management strategy?
– What continuity plans are in place for recovering data, infrastructure and applications?
– Its worth asking the question: why are business sponsors for it projects so important?
– What element of the it Service Management lifecycle are you currently focused on?
– How much time does it take to consolidate information into meaningful reports?
– What are the use cases that your org is targeting currently for its CMDB/CMS?
– Can the cloud service provider make available an endto-end continuity plan?
– How many employees are in your company worldwide?
– Do you have a growing list of overdue incidents?
– How will changes affect the customers services?
– What software do I have and why do we have it?
– What do you see as your major ITSM challenge?
– Is ITIL becoming irrelevant?
– Quality of Service Met?
– Is the Quality of Service met?
– Fit for purpose?
Enterprise architecture Critical Criteria:
Devise Enterprise architecture risks and drive action.
– With the increasing adoption of cloud computing do you think enterprise architecture as a discipline will become more or less important to us and why?
– Enterprise architecture planning. how does it align with to the to be architecture?
– How does the standard fit into the Federal Enterprise Architecture (FEA)?
– Are Enterprise JavaBeans still relevant for enterprise architectures?
– Are software assets aligned with the agency enterprise architecture?
– Are software assets aligned with the organizations enterprise architecture?
– Are the levels and focus right for TOGAF enterprise architecture?
– What is our formula for success in Infrastructure Services ?
– Is There a Role for Patterns in Enterprise Architecture?
– What is the value of mature Enterprise Architecture?
– Why Should we Consider Enterprise Architecture?
– What are our Infrastructure Services Processes?
– What is an Enterprise Architecture?
– What Is Enterprise Architecture?
– Why Enterprise Architecture?
IT Service Management Forum Critical Criteria:
Check IT Service Management Forum planning and explain and analyze the challenges of IT Service Management Forum.
– Where do ideas that reach policy makers and planners as proposals for Infrastructure Services strengthening and reform actually originate?
– How do we Lead with Infrastructure Services in Mind?
Change request Critical Criteria:
Frame Change request quality and probe the present value of growth of Change request.
– How do your measurements capture actionable Infrastructure Services information for use in exceeding your customers expectations and securing your customers engagement?
– Does the suggested change request have a significant negative impact on completed project work without a commensurate benefit to the product or project?
– Does the suggested change request support a mandate that was not in place when the projects original scope was complete?
– Will the product of the project fail to satisfy customer requirements if the change request is not executed?
– Will the product of the project fail to satisfy customer requirements if a change request is not executed?
– Can agile methods be used effectively for evolving a system in response to customer change requests?
– Does the suggested change request represent a desired enhancement to the products functionality?
– Does a suggested change request represent a desired enhancement to the products functionality?
– Does the suggested change request seem to represent a necessary enhancement to the product?
– Do Infrastructure Services rules make a reasonable demand on a users capabilities?
– Is the requested change request a result of changes in other project(s)?
– Will the project fail if the change request is not executed?
– Which Infrastructure Services goals are the most important?
– Is impact analysis performed for all change requests?
Software asset management Critical Criteria:
Unify Software asset management governance and look for lots of ideas.
– How do you incorporate cycle time, productivity, cost control, and other efficiency and effectiveness factors into these Infrastructure Services processes?
– In what ways are Infrastructure Services vendors and us interacting to ensure safe and effective use?
– Will Infrastructure Services deliverables need to be tested and, if so, by whom?
Infrastructure Services Critical Criteria:
Investigate Infrastructure Services decisions and get going.
– How do we go about Comparing Infrastructure Services approaches/solutions?
– Do we all define Infrastructure Services in the same way?
– What are current Infrastructure Services Paradigms?
Incident Management Critical Criteria:
Incorporate Incident Management adoptions and create a map for yourself.
– What are your results for key measures or indicators of the accomplishment of your Infrastructure Services strategy and action plans, including building and strengthening core competencies?
– Which processes other than incident management are involved in achieving a structural solution ?
– Can Management personnel recognize the monetary benefit of Infrastructure Services?
– What are the usability implications of Infrastructure Services actions?
– In which cases can CMDB be usefull in incident management?
– What is a primary goal of incident management?
Business Information Services Library Critical Criteria:
Add value to Business Information Services Library decisions and budget the knowledge transfer for any interested in Business Information Services Library.
– Do we aggressively reward and promote the people who have the biggest impact on creating excellent Infrastructure Services services/products?
– What sources do you use to gather information for a Infrastructure Services study?
Definitive Media Library Critical Criteria:
Investigate Definitive Media Library planning and innovate what needs to be done with Definitive Media Library.
RACI matrix Critical Criteria:
Add value to RACI matrix tasks and use obstacles to break out of ruts.
– What are the key elements of your Infrastructure Services performance improvement system, including your evaluation, organizational learning, and innovation processes?
– Will Infrastructure Services have an impact on current business continuity, disaster recovery processes and/or infrastructure?
Application Performance Management Critical Criteria:
Check Application Performance Management tactics and get going.
– What are your most important goals for the strategic Infrastructure Services objectives?
– What are the Essentials of Internal Infrastructure Services Management?
Granular configuration automation Critical Criteria:
Scan Granular configuration automation tactics and finalize the present value of growth of Granular configuration automation.
– Is maximizing Infrastructure Services protection the same as minimizing Infrastructure Services loss?
– What potential environmental factors impact the Infrastructure Services effort?
5 Whys Critical Criteria:
Paraphrase 5 Whys management and spearhead techniques for implementing 5 Whys.
Enterprise life cycle Critical Criteria:
Probe Enterprise life cycle engagements and separate what are the business goals Enterprise life cycle is aiming to achieve.
– Do we cover the five essential competencies-Communication, Collaboration,Innovation, Adaptability, and Leadership that improve an organizations ability to leverage the new Infrastructure Services in a volatile global economy?
– How does the organization define, manage, and improve its Infrastructure Services processes?
– How do we Improve Infrastructure Services service perception, and satisfaction?
Identity management Critical Criteria:
Categorize Identity management visions and probe Identity management strategic alliances.
– With so many identity management systems proposed, the big question is which one, if any, will provide the identity solution to become standard across the internet?
– Do we keep track of who the leading providers of identity management products and services are, and what are their key offerings, differentiators and strategies?
– How is the market for identity management evolving in new technologies, market trends and drivers, and user requirements?
– Did we develop our saas identity management solution in house or was it acquired from other vendors?
– What is the security -life cycle identity management business case?
– What are the identity management facilities of the provider?
– What are internal and external Infrastructure Services relations?
– What is a secure identity management infrastructure?
– Why should we adopt a Infrastructure Services framework?
– How can identity management help?
– What about identity management?
Business Process Framework Critical Criteria:
Give examples of Business Process Framework management and separate what are the business goals Business Process Framework is aiming to achieve.
– Record-keeping requirements flow from the records needed as inputs, outputs, controls and for transformation of a Infrastructure Services process. ask yourself: are the records needed as inputs to the Infrastructure Services process available?
– Do several people in different organizational units assist with the Infrastructure Services process?
Capacity management Critical Criteria:
Concentrate on Capacity management management and report on developing an effective Capacity management strategy.
– How can we incorporate support to ensure safe and effective use of Infrastructure Services into the services that we provide?
– Application sizing is a technique used by capacity management. why is application sizing important?
– How do we measure improved Infrastructure Services service perception, and satisfaction?
– Is Infrastructure Services Realistic, or are you setting yourself up for failure?
Office of Government Commerce Critical Criteria:
Investigate Office of Government Commerce adoptions and innovate what needs to be done with Office of Government Commerce.
– In the case of a Infrastructure Services project, the criteria for the audit derive from implementation objectives. an audit of a Infrastructure Services project involves assessing whether the recommendations outlined for implementation have been met. in other words, can we track that any Infrastructure Services project is implemented as planned, and is it working?
– What is the source of the strategies for Infrastructure Services strengthening and reform?
IT Operations Management Critical Criteria:
Sort IT Operations Management visions and get going.
– Who is responsible for ensuring appropriate resources (time, people and money) are allocated to Infrastructure Services?
– What are the most important capabilities we consider when evaluating asset and Service Management providers?
– How do we make it meaningful in connecting Infrastructure Services with what users do day-to-day?
– Do we have a high level of process automation connecting our asset and Service Management?
– Do you have a single view into it Service Management?
Help desk Critical Criteria:
Pay attention to Help desk leadership and oversee implementation of Help desk.
– The offeror will describe its service levels for fixes, help desk, etc. will it reduce its fees if the service levels are not met?
– Expose its policy engine via web services for use by third-party systems (e.g. provisioning, help desk solutions)?
– What features of the current help desk service management tool are being used?
– How has the current help desk service management tool been customized?
– Do we know the number of password problem help desk calls per month?
– What is the current help desk service management tool and version?
– Does the Infrastructure Services task fit the clients priorities?
– How will the offeror provide support through the help desk?
– Help desk password resets easily measured (specific number?
– Number of password problem help desk calls per month?
– How does the help desk authenticate callers?
Point of contact Critical Criteria:
Concentrate on Point of contact planning and get out your magnifying glass.
– How do we Identify specific Infrastructure Services investment and emerging trends?
– Who sets the Infrastructure Services standards?
Computer network Critical Criteria:
Disseminate Computer network risks and reinforce and communicate particularly sensitive Computer network decisions.
– Is the illegal entry into a private computer network a crime in your country?
– How can the value of Infrastructure Services be defined?
ICT infrastructure Critical Criteria:
Sort ICT infrastructure tasks and find out what it really means.
ITIL/service design package Critical Criteria:
Examine ITIL/service design package engagements and learn.
– What will drive Infrastructure Services change?
Definitive software library Critical Criteria:
Infer Definitive software library management and pioneer acquisition of Definitive software library systems.
– Do you monitor the effectiveness of your Infrastructure Services activities?
ITIL security management Critical Criteria:
Own ITIL security management planning and know what your objective is.
– Why is it important to have senior management support for a Infrastructure Services project?
– How will you measure your Infrastructure Services effectiveness?
Ishikawa diagram Critical Criteria:
Bootstrap Ishikawa diagram results and interpret which customers can’t participate in Ishikawa diagram because they lack skills.
– Is there any existing Infrastructure Services governance structure?
– Are accountability and ownership for Infrastructure Services clearly defined?
– Why is Customer Service substandard?
Goal setting Critical Criteria:
Reorganize Goal setting management and test out new things.
– What may be the consequences for the performance of an organization if all stakeholders are not consulted regarding Infrastructure Services?
– How will we insure seamless interoperability of Infrastructure Services moving forward?
Fishbone diagram Critical Criteria:
Have a meeting on Fishbone diagram failures and attract Fishbone diagram skills.
– Which customers cant participate in our Infrastructure Services domain because they lack skills, wealth, or convenient access to existing solutions?
Functional Management Critical Criteria:
Frame Functional Management decisions and figure out ways to motivate other Functional Management users.
– Are there any disadvantages to implementing Infrastructure Services? There might be some that are less obvious?
– How can skill-level changes improve Infrastructure Services?
Computer security Critical Criteria:
Deliberate Computer security strategies and optimize Computer security leadership as a key to advancement.
– What are your current levels and trends in key measures or indicators of Infrastructure Services product and process performance that are important to and directly serve your customers? how do these results compare with the performance of your competitors and other organizations with similar offerings?
– Does your company provide end-user training to all employees on Cybersecurity, either as part of general staff training or specifically on the topic of computer security and company policy?
– Will the selection of a particular product limit the future choices of other computer security or operational modifications and improvements?
– Who will be responsible for documenting the Infrastructure Services requirements in detail?
– Is Supporting Infrastructure Services documentation required?
Business Service Management Critical Criteria:
Set goals for Business Service Management results and question.
– Is Infrastructure Services dependent on the successful delivery of a current project?
– What are all of our Infrastructure Services domains and what do they do?
Request Fulfilment Critical Criteria:
Canvass Request Fulfilment leadership and raise human resource and employment practices for Request Fulfilment.
– Can we add value to the current Infrastructure Services decision-making process (largely qualitative) by incorporating uncertainty modeling (more quantitative)?
– What role does communication play in the success or failure of a Infrastructure Services project?
Knowledge management Critical Criteria:
Huddle over Knowledge management leadership and define Knowledge management competency-based leadership.
– Learning Systems Analysis: once one has a good grasp of the current state of the organization, there is still an important question that needs to be asked: what is the organizations potential for developing and changing – in the near future and in the longer term?
– Among the Infrastructure Services product and service cost to be estimated, which is considered hardest to estimate?
– What are the best practices in knowledge management for IT Service management ITSM?
– What is the purpose of Infrastructure Services in relation to the mission?
– When is Knowledge Management Measured?
– How is Knowledge Management Measured?
Problem Management Critical Criteria:
Deliberate Problem Management engagements and acquire concise Problem Management education.
– Marketing budgets are tighter, consumers are more skeptical, and social media has changed forever the way we talk about Infrastructure Services. How do we gain traction?
– What is a key activity in problem management?
– What about Infrastructure Services Analysis of results?
Business relationship management Critical Criteria:
Graph Business relationship management quality and be persistent.
– How is personal interaction intertwined with the management of customer relationships in the project business?
– Would your company benefit greatly if the supplier were more integrally connected with your company?
– Have the teams implementing the alliance received formal training on building relationships?
– What Services does the Provider deliver to the business and how is the BRM involved?
– What BA competencies do you currently possess that could be useful to the BRM role?
– How does B2B eCommerce affect our selection of the right type of relationship?
– Is the potential strategic alliance able to stay current in the industry?
– Is the organization proud to be aligned and associated with the supplier?
– Are relational expectations documented between you and your partner(s)?
– How Can Economic Sociology Help Business Relationship Management?
– Are both supplier and buyer aligned in their respective visions?
– How well did we support each other outside of the partnership?
– How well did we monitor our relational expectations?
– How well did we share information between us?
– Will joining an exchange force restructuring?
– How well did we solve conflicts between us?
– Do Norms Matter in Marketing Relationships?
– Does relationship marketing age well?
– When to Go for a Strategic Alliance?
– What is success for an alliance?
Event Management Critical Criteria:
Infer Event Management adoptions and adopt an insight outlook.
– Do the Infrastructure Services decisions we make today help people and the planet tomorrow?
– Is the Infrastructure Services organization completing tasks effectively and efficiently?
Configuration management database Critical Criteria:
Deduce Configuration management database projects and check on ways to get started with Configuration management database.
– Will the change significantly degrade safety or negatively impact adequate protection of workers, the environment, or the public?
– What information does Configuration Management provide to the it management of an organization?
– What would you like the cmdb to do for you -how would they like it to change your life?
– Are work control packages complete, ready for implementation, and attached?
– When: when do you start to place entities under configuration control?
– Which data is least likely to be used in the incident control process?
– In availability management terms, what do the letters cia stand for?
– What: selection of configuration items (what should be managed?
– If the change does involve a usq, has it been approved by doe?
– Are there design changes associated with the proposed change?
– Why implement a Configuration Management database (cmdb)?
– Which incidents should be logged by the service desk?
– Interdisciplinary review of proposed change complete?
– Is a usq review required for the proposed change?
– If yes, has the usq review been completed?
– Is the change necessary, and if so, why?
– Why is application sizing important?
– What is the last mile connectioin?
– Independent verification complete?
Risk analysis Critical Criteria:
Design Risk analysis visions and ask what if.
– How do risk analysis and Risk Management inform your organizations decisionmaking processes for long-range system planning, major project description and cost estimation, priority programming, and project development?
– What levels of assurance are needed and how can the risk analysis benefit setting standards and policy functions?
– In which two Service Management processes would you be most likely to use a risk analysis and management method?
– How does the business impact analysis use data from Risk Management and risk analysis?
– How do we do risk analysis of rare, cascading, catastrophic events?
– With risk analysis do we answer the question how big is the risk?
Business continuity planning Critical Criteria:
Guide Business continuity planning projects and probe using an integrated framework to make sure Business continuity planning is getting what it needs.
– What is the role of digital document management in business continuity planning management?
– How important is Infrastructure Services to the user organizations mission?
– What is business continuity planning and why is it important?
Service level requirement Critical Criteria:
Model after Service level requirement projects and point out Service level requirement tensions in leadership.
– What tools and technologies are needed for a custom Infrastructure Services project?
– Have all basic functions of Infrastructure Services been defined?
Configuration management system Critical Criteria:
Give examples of Configuration management system adoptions and clarify ways to gain access to competitive Configuration management system services.
– Consider your own Infrastructure Services project. what types of organizational problems do you think might be causing or affecting your problem, based on the work done so far?
– At what point will vulnerability assessments be performed once Infrastructure Services is put into production (e.g., ongoing Risk Management after implementation)?
– What exactly are the required characteristics of a Configuration Management system for managing dynamic change?
– How do we maintain Infrastructure Servicess Integrity?
Program management Critical Criteria:
Discourse Program management tasks and balance specific methods for improving Program management results.
– Have any opportunities occurred as a result of the programs implementation, or circumstances in the wider community, which could raise the programs profile?
– What are the key considerations and decisions that must be made to ensure your project management office is appropriate for your organization?
– What level or types of outcomes correspond to the programs objectives and are most useful as a focus of the evaluation?
– Are insurmountable gaps forming between the resources required to achieve the objectives and those available?
– Who will require an evaluation report(s) or a report on the implementation of the program?
– Are there any foreseeable problems working in partnership with any of the stakeholders?
– What quality control measures will be used to ensure the program progresses as planned?
– When the raw data is collected, how will the information be coded or transcribed?
– Which option do people involved with the program consider is most feasible?
– Has a system been set up to record the programs progress?
– What protocols will be required for the data collection?
– Is the overall time frame for the program realistic?
– What skills or resources can the target group offer?
– What resources are required to complete each task?
– Is the communication strategy being implemented?
– What are the Program Management guidelines?
– How will the report(s) be distributed?
– How are the guidelines structured?
– What is the key message?
TM Forum Critical Criteria:
Track TM Forum issues and look at it backwards.
– How to Secure Infrastructure Services?
Corporate governance of information technology Critical Criteria:
Confer over Corporate governance of information technology outcomes and budget the knowledge transfer for any interested in Corporate governance of information technology.
– Is the scope of Infrastructure Services defined?
Cabinet Office Critical Criteria:
Revitalize Cabinet Office issues and test out new things.
Service portfolio management Critical Criteria:
Coach on Service portfolio management tasks and explore and align the progress in Service portfolio management.
– Will new equipment/products be required to facilitate Infrastructure Services delivery for example is new software needed?
ISO/IEC 27002 Critical Criteria:
Own ISO/IEC 27002 tactics and look in other fields.
Primary support level Critical Criteria:
Mine Primary support level goals and integrate design thinking in Primary support level innovation.
– How do we know that any Infrastructure Services analysis is complete and comprehensive?
– Is a Infrastructure Services Team Work effort in place?
Joint venture Critical Criteria:
Devise Joint venture risks and explore and align the progress in Joint venture.
– How likely is the current Infrastructure Services plan to come in on schedule or on budget?
Performance engineering Critical Criteria:
Test Performance engineering engagements and report on developing an effective Performance engineering strategy.
– What are specific Infrastructure Services Rules to follow?
Tertiary support level Critical Criteria:
Refer to Tertiary support level results and report on setting up Tertiary support level without losing ground.
– How much does Infrastructure Services help?
ISO/IEC 20000 Critical Criteria:
Track ISO/IEC 20000 strategies and define what do we need to start doing with ISO/IEC 20000.
– What are your key performance measures or indicators and in-process measures for the control and improvement of your Infrastructure Services processes?
– Will we be eligible for ISO/IEC 20000 certification?
Business impact analysis Critical Criteria:
Read up on Business impact analysis issues and get the big picture.
– What are our best practices for minimizing Infrastructure Services project risk, while demonstrating incremental value and quick wins throughout the Infrastructure Services project lifecycle?
– How frequently, if at all, do we conduct a business impact analysis (bia) and risk assessment (ra)?
Service Level Agreement Critical Criteria:
Coach on Service Level Agreement results and report on developing an effective Service Level Agreement strategy.
– Determine if the data center has Service Level Agreements with the clients it serves. if so, do they measure themselves for compliance with the agreement?
– What are the key business and technical challenges of transitioning to a cloud computing strategy?
– What is the impact of changing my suppliers and/or their SLAs on my capabilities to meet my SLAs?
– What are standard financial penalties for violating downtime in a Service Level Agreement?
– How will the agreement be terminated at the end of the initial term of the SLA?
– Does the provider offer any form of Service Level Agreement (SLA) guarantees?
– How will the service provider monitor or track and report on performance?
– What actions will be taken in the event of a serious disruption?
– What are the costs to the business customer for the service?
– How will unplanned incidents be prevented or reduced?
– What Support/applications are included in this SLA?
– Are there Data Dependencies or Consistency Groups?
– What quality standards already exist?
– How to quantify the system security?
– When will the SLA be reviewed?
– What services are provided?
– What to optimise for?
Six Sigma Critical Criteria:
Focus on Six Sigma visions and raise human resource and employment practices for Six Sigma.
– What process management and improvement tools are we using PDSA/PDCA, ISO 9000, Lean, Balanced Scorecard, Six Sigma, something else?
– How is lean six sigma different from TOGAF architecture?
This quick readiness checklist is a selected resource to help you move forward. Learn more about how to achieve comprehensive insights with the Infrastructure Services Self Assessment:
Author: Gerard Blokdijk
CEO at The Art of Service | http://theartofservice.com
Gerard is the CEO at The Art of Service. He has been providing information technology insights, talks, tools and products to organizations in a wide range of industries for over 25 years. Gerard is a widely recognized and respected information expert. Gerard founded The Art of Service consulting business in 2000. Gerard has authored numerous published books to date.
To address the criteria in this checklist, these selected resources are provided for sources of further research and information:
Infrastructure Services External links:
Enterprise Infrastructure Services
Cloud Computing Infrastructure Services | ProfitBricks
Enterprise Infrastructure Services
Project management External links:
LearnSmart IT & Project Management Online Training …
Call centre External links:
i24 Call Management Solutions – Canadian Bilingual Call Centre
Call Centre and Customer Service Jobs Cork, Ireland
Service level External links:
DTI Service Level Dashboard
[PDF]Service Level Agreement (SLA) Frequently Asked …
Service Level Agreements | North Dakota ITD
Access Management External links:
Secure Access Management Service
Login – Oracle Access Management 11g
UNCG Parking Operations and Campus Access Management
The Stationery Office External links:
The Stationery Office Ltd, NORWICH NR3 1QZ GB – Panjiva
ITIL Service Design by The Stationery Office – Goodreads
Service Desk External links:
Welcome to BMC Service Desk Express
Service Desk Manager – Login
Five Points Service Desk
Deming Cycle External links:
Deming Cycle, PDCA | iSixSigma
Deming Cycle – Change Management Consultant
Deming Cycle – Everything2.com
Microsoft Operations Framework External links:
What is Microsoft Operations Framework (MOF)? – …
Microsoft Operations Framework 4.0
Exin MOFF.EN Microsoft Operations Framework …
Financial management for IT services External links:
Financial Management for IT services by Ivan Flores on Prezi
IT service management External links:
IT Service Management (ITSM) – BMC Software
Remedy 9 – IT Service Management Suite – BMC Software
ITIL | IT Service Management | ITSM | AXELOS
Enterprise architecture External links:
Enterprise Architecture | North Dakota ITD
Enterprise Architecture Center of Excellence
IT Service Management Forum External links:
IT Service Management Forum – Revolvy
https://update.revolvy.com/topic/IT Service Management Forum
[PDF]The IT Service Management Forum AT YOUR SERVICE
Change request External links:
GEICO Homeowner Mortgagee Inquiry and Change Request
What is change request? – Definition from WhatIs.com
Software asset management External links:
Software Asset Management (SAM) | Snow Software
Software Asset Management – Microsoft SAM
UWM Software Asset Management | Software Asset Management
Infrastructure Services External links:
Cloud Computing Infrastructure Services | ProfitBricks
Enterprise Infrastructure Services
Enterprise Infrastructure Services
Incident Management External links:
[PDF]Incident Management (IM) Working Group – FEMA.gov
Incident Management (IM) Working Group Job Titles | FEMA.gov
IS-700.A: National Incident Management System (NIMS) …
Definitive Media Library External links:
DML abbreviation stands for Definitive Media Library
Definitive Media Library (DML) | BMC Communities
Definitive Media Library (DML) definitions – Defined Term
RACI matrix External links:
[XLS]RACI Matrix – Axia Consulting
[XLS]RACI Matrix – TidyForm.com
[XLS]RACI Matrix – Medicaid 1115 Waiver, Texas Region 10 RHP
Application Performance Management External links:
Application Performance Management | TraceView
Application Performance Management for Big Data – Unravel
[PDF]Application Performance Management 9.x …
Granular configuration automation External links:
What does granular configuration automation mean?
http://www.definitions.net/definition/granular configuration automation
5 Whys External links:
5 Whys – A Problem Solving Technique – Revolution …
[PDF]“The 5 Whys” – Massachusetts Department of …
5 Whys – Problem-Solving Skills From MindTools.com
Enterprise life cycle External links:
What is ENTERPRISE LIFE CYCLE? What does …
Enterprise Life Cycle Management (ELM) – Bay State
Enterprise Life Cycle | Chron.com
Identity management External links:
Identity Management | Services
Intrado Identity Management Self-Service :: Log In
ISG – Identity Management System – Login
Business Process Framework External links:
BUSINESS PROCESS FRAMEWORK – Bank of America …
Product Documentation for Business Process Framework
Business Process Frameworks | SpringerLink
Capacity management External links:
Capacity management primary goal is to ensure that IT resources are right-sized to meet current and future business requirements in a cost-effective manner.
http://Capacity management review. (eJournal / eMagazine, …
Capacity management review. (eJournal / eMagazine, …
IT Operations Management External links:
IT Operations Management (ITOM) Solutions – BMC India
What Does IT Operations Management Do (ITOps)?Joe …
IT Operations Management – BMC Software
Help desk External links:
ND University System Help Desk | NDUS CTS
Help Desk – Helpdesk Software Login
Point of contact External links:
USCG NSF OSRO Point of Contact Report Page
Site Point of Contact Portal
Signature Bank | A Single Point Of Contact
Computer network External links:
15-1152.00 – Computer Network Support Specialists
Computer network (eBook, 2009) [WorldCat.org]
ICT infrastructure External links:
What is ICT Infrastructure | IGI Global
UNESCO Office in Bangkok: ICT Infrastructure
ICT Infrastructure Specialist
Definitive software library External links:
Definitive Software Library – Dave Hawley
Using CA SCM as a Definitive Software Library
What is a Definitive Software Library? (with pictures)
ITIL security management External links:
ITIL Security Management – The Art of Service
Findings: ITIL Security Management Module Can Add …
ITIL Security management | KPI Library
Goal setting External links:
[PDF]SMART Goal Setting Guide Sheet Specific – TRIO …
http://trio.ucsd.edu/_files/staff_forms/SMART goal setting sheet
[PDF]Goal Setting: A Fresh Perspective
inkWELL Press | 2018 Goal Setting Weekly Planner and …
Fishbone diagram External links:
What is fishbone diagram? – Definition from WhatIs.com
Fishbone Diagram Tutorial – MoreSteam
Fishbone Diagram (Cause and Effect Diagram) – QI …
Functional Management External links:
What is FUNCTIONAL MANAGEMENT – The Law Dictionary
functional management, selection process, Management …
Functional management. (Continually updated resource, …
Computer security External links:
Report a Computer Security Vulnerability – TechNet …
Naked Security – Computer Security News, Advice and …
[PDF]Computer Security Incident Handling Guide
Business Service Management External links:
Business Service Management (BSM)
Login – HP Business Service Management
HP Business Service Management Integration | …
Request Fulfilment External links:
Request Fulfilment – ITIL® Process | Doc – Octopus
Knowledge management External links:
A hub for technical knowledge management. — NDCAC
Knowledge Management System – Login
Institutional Knowledge Management
Problem Management External links:
ITIL Problem Management | When “Incidents” are Problems
IBM What is a PMR (Problem Management Report)? – …
5-Step Problem Management with Kepner-Tregoe
Business relationship management External links:
Business Relationship Management – BRM Institute
Event Management External links:
Whova – Award-winning Event App and Event Management …
BoothBoss, LLC BoothBoss, Event Management …
Gather – Private Event Management Software for …
Configuration management database External links:
Configuration Management Database (CMDB) in …
Risk analysis External links:
Full Monte Project Risk Analysis from Barbecana
What is Risk Analysis? – Definition from Techopedia
JIFSAN: Risk Analysis Training
Service level requirement External links:
Service level requirement
http://In Software Development / IT, a Service Level Requirement (SLR) is a broad statement from a customer to a service provider describing their service expectations. A service provider prepares a service level agreement (SLA) based on the requirements from the customer. For example: A customer may require a server be operational (uptime) for 99.95% of the year excluding maintenance.
ITIL Definition: Service Level Requirement
The Service Level Requirement Toolkit – YouTube
Configuration management system External links:
RAVE Configuration Management System
Program management External links:
DoN Consolidated Card Program Management Division
TM Forum External links:
Home | TM Forum Digital Transformation ME
Home | TM Forum IoE Infocus
Home | TM Forum Live
Corporate governance of information technology External links:
[PDF]Corporate governance of information technology
Service portfolio management External links:
Service Portfolio Management – Optimizing IT Business …
Service Portfolio Management | ServiceNow Community
ISO/IEC 27002 External links:
Iso/iec 27002 : 2013. (Book, 2013) [WorldCat.org]
http://ISO/IEC 27002 is an information security standard published by the International Organization for Standardization (ISO) and by the International Electrotechnical Commission (IEC), titled Information technology – Security techniques – Code of practice for information security management.
Joint venture External links:
Joint Venture/Title Insurance Agency
Playa Lakes Joint Venture
Apple – Joint Venture
Performance engineering External links:
Lingenfelter Performance Engineering – Official Site
Treadstone Performance Engineering Inc. – Official Site
KPE Korkar Performance Engineering
ISO/IEC 20000 External links:
http://ISO/IEC 20000 is the first international standard for IT service management. It was developed in 2005, by ISO/IEC JTC1/SC7 and revised in 2011. It is based on and intended to supersede the earlier BS 15000 that was developed by BSI Group.
ISO/IEC 20000 – Guia de bolsillo. (eBook, 2006) …
ISO/IEC 20000. (eBook, 2010) [WorldCat.org]
Business impact analysis External links:
[PDF]Business Impact Analysis – OhioBWC
Business Impact Analysis | Ready.gov
[PDF]Business Impact Analysis – OhioBWC
Service Level Agreement External links:
[PDF]Service Level Agreement (SLA) Frequently Asked …
[PDF]TEMPLATE Service Level Agreement (1)
[PDF]Service Level Agreement (SLA) Research and E & O
Six Sigma External links:
Six Sigma Green Belt Certification CSSGB – ASQ
Online Lean and Six Sigma Training Videos | Gemba Academy
Lean Six Sigma | Greenville Technical College