Adoption of business continuity planning processes in IT service management

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ACUTA Journal of Telecommunications in Higher Education

In This Issue UConn Looks at Little Details for Big Savings A Framework for Managing Best Practices Auditing, Honesty, and Big Savings Leveraging SIP within Existing Networks: Reflecting on the University Network Merging Faces of Telecom Service Providers How Three Schools Make Profitable Use of the Web Developing Accounting and Planning Systems to Control Network Costs lnstitutional Excellence Award: The Advanced Network Services Registry at KU Are You Ready for Best Practices? Interview President\u27s Message From the Executive Directo

Implementation of Operational Framework in the Nlp (Based On Mof and Itil Standards)

An operational framework, as proposed by the Microsoft Operational Framework (MOF) and the Information Technology Infrastructure Library (ITIL) provides a process model for controlling and managing Information Technology (IT) operations. With a strict focus on IT operations, it provides the processes and terminology to coordinate and integrate the functional elements of an IT department. The Systems Engineering and Applications Development (SEAD) practicum is composed of four main groups; Data Access, Network, Integrated Services and Development. This professional project will propose the beginning framework for overall operation and integration of the SEAD Practicum with an emphasis on service support and documentation. The key deliverable of this project is the determination of a documentation standard and the creation of documentation of common processes that are performed routinely by the SEAD group. This will serve as a basis for transitioning between subsequent practicum and as a foundation upon which other MOF and ITIL processes and standards can be implemented

Opnet, Arne, and the Classroom

This paper examines OPNET Technology, Inc\u27s management programs, and Regis University\u27s Academic Research Network (ARNe) needs to find out which OPNET programs can meet the needs of ARNe. The method used was to examine ARNe\u27s needs, and research Microsoft\u27s SMF/MOF management framework, research OPNET\u27s program and module offerings, research OPNET\u27s University Program, and research how OPNET\u27s programs are used at some other universities. The research was used to create a match up between Microsoft\u27s Service Management Functions and OPNET\u27s programs and modules. And it was used to create a list of textbooks, labs, and lab manuals that would work with OPNET\u27s IT Guru and Modeler in a classroom to help teach networking theory. The examination was combined with the research to create an evaluation criteria matrix from which project recommendations could be drawn. The conclusion was that the following OPNET Technology programs and modules could be of benefit to Regis University\u27s ARNe - ACE, Automation module, Commander, DAC module, Flow Analysis module, IT Sentinel, IT Guru, NetDoctor, Report Server, and VNE Server

ACUTA Journal of Telecommunications in Higher Education

In This Issue Abundance of Services at lU Customer Relations and Technology: Practical Solutions from Two Campuses FSU Converges Support to Follow Technology Service Catalogs and the Value of Just 12 Minutes Essential Telephone Skills Email Services: Beginning of the End? lnstitutional Excellence Award Interview President\u27s Message From the Executive Directo

Organization and Management of the Sead Help Desk

ARNe (Regis University Academic Research Network Enterprise), is the graduate student run and managed intranet which is organized as an IT company. The operating structure is based upon a Service Oriented Architecture where each student is involved in an operating portion of the network. New students participating in the SEAD practicum are required to work the ARNe help desk as a requirement of their project. They are expected to login to Track-It! on a daily basis and check for new tickets in the queue. The tickets are submitted by students as well as faculty. Without having a defined walk through on what the duties and responsibilities are required of working the help desk, transitioning students may not know what is expected of them. By creating a tiered escalation structure with set demarcations, students will be able to utilize a process flow and work the trouble tickets accordingly. My thesis is that by establishing a clear and concise help desk schedule and having processes for working, escalating and resolving Track-It tickets, the mean time to repair (MTTR) will decrease significantly which will increase the amount of work that the practicum participants can complete. Also, by running reports that look for trends on customer reported problems, processes and procedures can be developed which will help identify and resolve these issues in a timely manner. It is also hoped that by implementing a root cause analysis (RCA) tool, the likelihood of future occurrences can be minimized

Framework of Six Sigma implementation analysis on SMEs in Malaysia for information technology services, products and processes

For the past two decades, the majority of Malaysia’s IT companies have been widely adopting a Quality Assurance (QA) approach as a basis for self-improvement and internal-assessment in IT project management. Quality Control (QC) is a comprehensive top-down observation approach used to fulfill requirements for quality outputs which focuses on the aspect of process outputs evaluation. However in the Malaysian context, QC and combination of QA and QC as a means of quality improvement approaches have not received significant attention. This research study aims to explore the possibility of integrating QC and QA+QC approaches through Six Sigma quality management standard to provide tangible and measureable business results by continuous process improvement to boost customer satisfactions. The research project adopted an exploratory case study approach on three Malaysian IT companies in the business area of IT Process, IT Service and IT Product. Semi-structured interviews, online surveys, self-administered questionnaires, job observations, document analysis and on-the-job-training are amongst the methodologies employed in these case studies. These collected data and viewpoints along with findings from an extensive literature review were used to benchmark quality improvement initiatives, best practices and to develop a Six Sigma framework for the context of the SMEs in the Malaysian IT industry. This research project contributed to both the theory and practice of implementing and integrating Six Sigma in IT products, services and processes. The newly developed framework has been proven capable of providing a general and fundamental start-up decision by demonstrating how a company with and without formal QIM can be integrated and implemented with Six Sigma practices to close the variation gap between QA and QC. This framework also takes into consideration those companies with an existing QIM for a new face-lift migration without having to drop their existing QIM. This can be achieved by integrating a new QIM which addresses most weaknesses of the current QIM while retaining most of the current business routine strengths. This framework explored how Six Sigma can be expanded and extended to include secondary external factors that are critical to successful QIM implementation. A vital segment emphasizes Six Sigma as a QA+QC approach in IT processes; and the ability to properly manage IT processes will result in overall performance improvement to IT Products and IT Services. The developed Six Sigma implementation framework can serve as a baseline for SMEs to better manage, control and track business performance and product quality; and at the same time creates clearer insights and un-biased views of Six Sigma implementation onto the IT industries to drive towards operational excellence