ITIL & Solarwinds – Web Help Desk

SolarWinds, a leading provider of powerful and affordable IT Management software, acquired Web Help Desk in July 2012, adding the company’s trusted Web-based IT Help Desk software to our product portfolio, further extending the range of problems we can help IT Professionals solve.

Since our founding in 1999, SolarWinds’ (NYSE: SWI) mission has been to provide purpose-built products that are designed to make IT professionals’ jobs easier. We offer value-driven products and tools that solve a broad range of IT management challenges — whether those challenges are related to networks, servers, applications, storage or virtualization.

We distinguish ourselves by refusing to accept the status quo established by most other enterprise software vendors. Face it: the vast majority of IT management tools today are difficult to use, expensive, and really do not address the realities of today’s real-world IT management challenges. We do not think enterprise software has to be as complicated as it’s made out to be.

At SolarWinds, we are fanatical about putting our users first in everything we do. We strive every day to deliver powerful functionality that is easy to use with one of the fastest and longest lasting ROIs in the market.

Our approach is to deliver “unexpected simplicity” and redefine the expectations IT Pros have of enterprise software.

Our web-based IT service management and IT asset management software solutions empower organizations to efficiently automate and simplify their increasingly complex service environments. Widely admired for our dedicated focus on ease of use, aesthetics and affordability for our customers, our IT solutions deliver fast time-to-value, increased control, and reduced risk for a broad range of sectors, including educational institutions, governmental agencies, small businesses, and large enterprises.

Web Help Desk makes both first time and enterprise-level automation simple and reduces complexity for help desk management, service desk management, IT service management, IT asset management, inventory and desktop management, compliance management, and knowledge management.

10 things you should know about itil

These days, you’re likely to hear the term <i>ITIL</i> bandied about in many IT circles–yet a lot of IT managers don’t know what ITIL really is. Tom Mochal has created a list of key facts to help you get up to speed on ITIL concepts.

This article is also available as a PDF download.

Five years ago, no one outside the United Kingdom had heard about ITIL. Now, it seems like you can’t pick up a trade magazine without someone mentioning it. But despite all the buzz, many IT pros don’t fully understand what ITIL is all about. Here are the highlights.

#1: ITIL stands for the Information Technology Infrastructure Library

ITIL contains a comprehensive set of best practices that are used to develop and execute IT service management. It offers a number of benefits, including increased competitive advantage through cost reduction, growth, and agility; more business efficiency through streamlining of IT processes; enhanced IT value through business and IT operational and goal alignment; and improved internal customer and user satisfaction.

#2: The organization body that supports ITIL is located in the United Kingdom

The overall ITIL approach has been available since the late 1980s and has been published on the Internet for years. However, it was largely unknown in the United States until a critical mass of large companies and media publications started to take notice. More than 10,000 organizations worldwide have now adopted ITIL.

#3: ITIL consists of a series of books giving guidance and recommendations

ITIL is undergoing some updates and restructuring to reflect technology changes. The books now encompass the following areas:

  • Introduction to ITIL
  • Service Support
  • Service Delivery
  • Planning to Implement Service Management
  • Security Management
  • The Business Perspective
  • ICT Infrastructure Management
  • Application Management
  • Software Asset Management
  • Small-Scale Implementation

#4: To be successful, ITIL stresses the need for a strong executive sponsor

Implementing ITIL practices is a culture change initiative. People are going to complain about having to do things differently than they did in the past. You need a strong sponsor to push the change. If you don’t have one, don’t attempt the implementation–or look for limited success.

#5: ITIL is not project management

ITIL does not focus on creating things like projects do. Instead it focuses on delivering IT services to the company.

#6: Despite its popularity, little content is available on ITIL

ITIL is a set of approaches and best practices. It is a model for IT service delivery. It does contain some processes and templates, but it is not a methodology an

d does not contain all the implementation details. Companies that want to use ITIL can follow the overall guidelines and then develop the more detailed processes that make sense for the individual organization.

#7: ITIL is not a tool

You can implement many aspects of ITIL using tools, but tools are not required. If your organization is small, simple templates and spreadsheets may be all you need. If your organization is large, you may need to find appropriate software tools to help.

#8: ITIL is not an all-or-nothing proposition

Since ITIL is a series of app

roaches in different areas, a company can implement some or the entire overall model. There is no rule that you have to implement everything.

#9: You can implement ITIL in stages

There is also no rule that you have to implement the entire ITIL model at once. Many organizations implement ITIL in phases over a period of time.

#10: You can be certifi

ed in ITIL

itil foundation 2011 HoaiN

There are three levels of ITIL certification:

  • Foundation. This level means you understand the terms and have a basic knowledge of the ITIL model.
  • Practitioner. This level means that you understand the model to a degree necessary to apply the specific and correct ITIL processes where applicable.
  • Manager. This level is available for practitioners who will be managing ITIL service management functions.


Why are Companies investing in ITIL Training for their employees?

The proverb “work smart, do not work hard” is the motto of Many organizations who want their employees to focus on the core processes such as increase in productivity, and enlargement of their customer base rather than on the non-core ones such as solving incidents and errors.

Organizations want their key personnel to possess vital skills that can be used for positive outcome of a project or in the case of an untoward incident. This is the main reason why they are interested in making their personnel certified in ITIL or other certifications such as PRINCE2 Certification(Projects In Controlled Environment) and PMP Certification (Project Management Professional).

Organizations are increasingly dependant on IT services and it is mandatory that they have to garner profits for the investment incurred for delivering a service. Technological developments in every industry are occurring at a fast pace and any IT professional or any organization that does not adopt or adapt themselves to the changing trend will lose ground.

In recent times, ITIL has grown in popularity because it is a framework and it can be used by both Multinational Organizations and Small corporations for various benefits such as provision of services according to the requirements of the customer efficiently and effectively and also to stay one step ahead of their competitors.

Advantages for Organizations investing in ITIL certification for their employees:

·         Implementation of the required ITIL processes to an organization provides staff the capability to rise to the challenges of any demand. In other words, ITIL can be best described as a set of policies, principles and procedures that show the way IT services should be managed for a project. An improved performance or minor success during the course of a project paves the way for boosting the attitude of personnel positively.

·         For an existing service to be modified as per the needs of business or for a new service to be designed and released into the live environment in an Organization, personnel should have:

o   The right skills with essential knowledge and capabilities,

o   Technological tools required for the positive outcome,

o   Proper distribution of roles and responsibilities

These three factors are an asset and vital for any organization and to be successful. Implementation of the required processes can help an organization, in the long run, attain these three factors slowly.

·         An ITIL certification assists personnel to establish better communication with not only their peers but also with customers. Investing in ITIL training can, in due course of time, make the organization ITIL certified and having ITIL certified personnel can convince potential stakeholders and customers that the best policies, procedures and guidelines are followed and this can lead to greater investment in the projects.

Professionals who have become ITIL certified by means of the organization investing in ITIL training, feel more valued as they can diversify their job routine and better express themselves in their initiative towards improvement, if any.


Important Points Manager should keep in mind while implementing ITIL in their organization

There is a famous proverb: It is not the amount of knowledge which makes a human being successful, but the implementation of knowledge in their respective fields. ITIL training and ITIL certification can no doubt, change an organization from a reactive to an proactive one but the top management personnel have to keep in mind that there will be several challenges involved.

Top management personnel should always remember that there will always be resistance to change. According to popular management books, the best way to overcome resistance to ITIL training and ITIL Implementation is to involve employees actively and encourage them to contribute their ideas. It is mandatory that focus should not be on only one group or department but should involve every aspect of the organization. This may take time, but the returns for would be worthwhile.

The management should be prepared for any type of resistance (superficial or real). A good communication plan effectively can change resistance to all-round involvement.

For an effective change improvement to take place, management commitment and participation is also necessary. A team should be set up which should monitor improvements in every department and preferably, they should follow the Kotter’s eight step model for Leading Change.

ITIL implementation or training and ITIL certification lays emphasis on roles and responsibilities, that plays a key role in the outcome of every project. In other words, emphasis has to be placed on many areas of the organization, inclusive of ITIL processes. Some of them are:

  • HR department: Organization infrastructure, compensation, reward and recognition have to re-modified in a way that will support newly developed roles and responsibilities.
  • People: Roles will be changed, inclusive of disciplines
  • Technology: This is one of the most important aspects of ITIL implementation, where few technological improvements have to be made or modified with respect to the processes and project. Interfaces between processes should also be carefully monitored.

ITIL stresses on the importance of common terminologies and so, a well-organized education plan should be developed and it should be imparted to every key person in the organization at the initial stages. Important phases of the educational model should contain organizational design, change management, maturity of processes, Successful management of resistance, perfection in quality and Continuous improvement.

The main challenge during ITIL implementation is improvement of a Service Desk according to the ITIL standards. It may take years and for development of the processes roles and responsibilities may have to be modified or created.

It should be kept in mind that ITIL certification is one of the most sought today in Multinational Companies and an ITIL trained professionals are considered to be an asset to their organizations.


Wise men do ITIL certification

A wise, successful business magnate once stated, “I became successful because I tread the path which has been used by my peers. By this way, I gain knowledge regarding the difficulties and challenges they faced which I use to my advantage.”

This statement has been reiterated by our old wise men and their statement is “There are some who learn from their own mistakes. Then there are others who derive wisdom from others’ mistake, cautiously tread the chosen path and become successful.”

In recent times, where life is moving at a fast pace, errors, mistakes and failures can have a major impact on a professional’s career.

So professionals are turning to certifications such as ITIL where they could gain knowledge about the best practices garnered from many organizations. Their reasoning “Why should we make mistakes when there is a certification which has been adapted from the best practices of all the organizations in any type of environment?”

The above statement sums the phase of many IT and non-IT professional who are going up the ladder to lead their organization in their respective careers and profiles.

Since ITIL (Information Technology Infrastructure Library) has proved time and again that it creates positive impact in the organizations which implements its practices, not only professionals but also many Multinational Organizations are making a bee-line for making their staff ITIL-certified.

Now let us see the benefits of ITIL training:

  • High profile professional believe that ITIL training can make their staff become adept while implementation or management of ITIL/ITSM in the organization.
  • ITIL certification can help a professional or an organization develop their skills and increase their productivity. Professionals feel they become more confident while leading ITSM projects.
  •  ITIL training helps the staff to have better communication with their peers/juniors as they speak a common language regardless of their profiles in the organization or geography. Knowledge gets shared which is successful for any organization.
  • If you are a CEO who runs a firm in search of project, you can bump into organizations which are in search of companies which has staff with ITIL certification or companies which have implemented ITIL in their companies.

Other benefits of ITIL training and implementation which can be summarized are:

  • ITIL training makes the organization place their major focus on services which support the objectives of the business
  • Management of services will be prioritized based on their business value
  • Maintain a record that will clearly show the balance between cost and quality

itil foundation 2011 HoaiN

ITIL Certification and Project Management

It is a wide belief in the Information Technology environment that projects and services are as different as chalk and cheese; it is not possible to integrate them. However, it is a big myth that projects and services cannot exist together and project managers can definitely add value by understanding and implementing Information Technology Infrastructure Library.

Let us look at the definition of a project: A project is temporary and has a specific date of beginning and a project termination date. Without these two set in place no project can be termed as complete. Also the output of any project always has to be unique for it to be categorized as a project. A service on the other hand may have definite start date but no finish date as the motto of a service is meant to go on continuously until it is no longer needed. The output of a service does not always have to be unique and also there may not be a unique product which gets created and the ultimate aim of every service is the creation of stability.

ITIL Certification is a the most widely accepted and established name in IT service management, hence it would be logical to assume people from this industry would only be using it. But that is not the case anymore.

The globe as we know it is shrinking fast and the project products i.e. the outcomes of projects need to be serviced, and hence service and projects are very much inter-related. Project management as we know it doesn’t just bound itself to its project related boundaries and extends to service management also- it helps in deciding how the services will be delivered and also defines the boundaries of the service itself.

The future calls for both project management and service management going side by side. Today, ITIL is undeniably the best available standard practice for all IT services and ITIL is gaining more and more popularity day by day and more and more people have started implementing ITIL in their projects for better results.

The purpose of ITIL is to take a deep dive into the ways a service is to be strategized, designed, tested and put into operational stage and then continuously improved upon. While the old school thought of project management stages include initiation, planning, execution, monitoring and controlling more or less similar to what ITIL offers, usually the output of a project will act as input to other services in most cases.

Good implementation of ITIL will not only help the project managers but also the team members in the projects to increase their productivity and providing better services to the clients


Know why your organisation adopts ITIL?

ITIL V3 is the most widely adopted guidance for IT service management worldwide. ITIL v2 was heavily process-focused. In contrast, ITIL v3 is centred on a service lifecycle approach to help IT departments focus on providing business value.

Most organisations today rely upon IT to enable them to achieve their goals.

Organizations use IT to:

  • Revolutionize the way they operate, communicate and do business
  • Develop and innovate, gain market advantage and differentiate themselves to their end customers
  • Drive increased productivity and efficiency, improve business processes, make cost savings, and increase sales and growth
  • Communicate with a larger, more global marketplace.

Many companies are now looking at the ITIL framework as a cost-effective methodology for streamlining processes and improving productivity in the enterprise, as well as for IT Service Management. And because the IT Infrastructure Library is simply a set of practices, there are no direct costs for adoption, although users do need to invest in ITIL training and ITIL-compatible software for services like automation and tracking.

Service management is a planned and conscious means of building and managing your support structure to meet business and service objectives – moving from chaos to control, from fire-fighting to fusion.

What are the real benefits of service management?

The real benefit of ITSM and ITIL is that it forces an organisation to develop a ‘service model’ – i.e. a clear definition of the structure, constraints, objectives and operational capabilities of its support operation. This helps to move the organisation forward from simply an evolved or ‘organic’ structure.
Let’s see what ITIL provides – procedure, a method for handling all work. Where procedure comes into play, performance is likely to become more consistent because jobs are dealt with in a similar way. This consistency means that fewer issues are likely to slip through the cracks, because some of those cracks simply will not be there after the adoption of considered practices, processes and procedures.

  • To implement consistent delivery
  • Improved quality and efficiency
  • Reduced cost of failure
  • Increased business productivity, efficiency and effectiveness
  • Reduced risk to the business
  • More effective change management
  • Greater visibility of services
  • Improved management and accountability/auditability
  • Improved communications
  • Improved user and customer satisfaction with IT
  • Improved end-customer perception and brand image.
  • To ensure ‘best practice’
  • IT aligned to the business

Until now, the assertion that ITIL provides quality and best practice has never been scientifically tested. However, it is clear that for a company to adopt ITIL, it commonly requires a major commitment to changes in practices, re-skilling of staff and considerable expense. This raises the issue as to whether this outlay can be expected to produce a return, and what the might be nature of that return.
Despite all the processes mentioned in ITIL, it remains incomplete. Adopting companies found a need to add other processes beyond those described in the ITIL literature.

  • Customer Relationship
  • Customer Relationship Management
  • User Development
  • Internal Staff Development
  • Customer Management
  • Centralised Service Desk
  • Release Management
  • Customer Satisfaction Monitoring via online survey
  • Improved communications internally and with users
  • Quality Customer Surveys
  • Staff Training and Development
  • Customer Satisfaction Measurement
  • Solutions Delivery – new product creation and delivery
  • Staff Development
  • Infrastructure Management and consolidation of data


Why is ITIL by far the most accepted standard of best practices and guidelines for IT Service Management?

ITIL basically started some 25 years ago in UK. The British government felt that the IT service industry was not heeding to the needs of the customers. Not only every organisation, but even the individuals had very different ways of doing things. This is when the government decided that the IT industry badly needed a standard methodology which could be followed by organisations to solve the IT handling problems. Using the expertise and experience of successful IT professionals, they developed ITIL. This is how ITIL originated in the late 80’s.

Now, most IT professional look for some sort of training during their career, while is not mandatory for them to do the ITIL training, many of them choose to go for ITIL training. Because ITIL Training will help them in making a difference compared to others without ITIL while looking for a job. Unlike project management, where there are multiple best standards like PMP, PRINCE2, APMP etc., in IT service industry ITIL is the only best standard for IT Service Management.

ITIL V3 the latest version of the ITIL is based on a lifecycle concept. It helps understand the professionals with an overall perspective of the whole organisation structure.

The ITIL Foundation training is a basic training which provides you the knowledge of the IT Service Management Framework. The next level is the ITIL Intermediate training which will help professionals to contribute to their current services and enhance their knowledge plus the skills for implementation of better practices in the field of ITSM.

ITIL training for intermediate will provide comprehensive knowledge for individuals not only in understanding the IT business but also the best IT practices, which they can use to apply in information technology industry.

ITIL V3 the latest version of the ITIL is based on a lifecycle concept. It helps understand the professionals with an overall perspective of the whole organisation structure.  ITIL defines IT service management in an integrated, process-based approach to manage the IT services and is applied on all types of IT environment.

Interest in adopting ITIL has increased not only in the individuals but also the organisations in the IT service industry now look for ITIL certified professionals, as it helps them to meet their client needs and apply for newer projects. Thus by taking ITIL Training and ITIL Certification, an individual has higher chances of securing a job compared to the ones who have none.


Dịch vụ và sản phẩm, đâu là sự khác biệt, chúng ta sẽ mua một sản phẩm hay mua một dịch vụ?

Dịch vụ và sản phẩm, đâu là sự khác biệt, chúng ta sẽ mua một sản phẩm hay mua một dịch vụ?

Thời mà chúng ta mua một chiếc ti vi vì nó là do Sony sản xuất, mua một chiếc xe hơi vì nó là xe Nhật, Toyota chẳng hạn đang dần qua. Hay đơn giản là ở Sài gòn, nơi được cho là dịch vụ phát triển nhất ở Việt Nam, tôi vẫn thấy có những người bảo, mày mua cho tao cái xe honda Yamaha; các bạn lưu ý là tôi viết chữ honda là viết thường. Người Việt ta vẫn có thói quen mua một thứ hàng hóa là tập trung vào tính năng, độ bền của nó, mua Sony vì theo họ ti vi đó tốt, mua xe Nhật Toyota vì theo mọi người là nó bền, mua xe Honda cũng thế. Và nhiều thứ SẢN PHẨM của các nhà cung cấp lớn trên thế giới đã đi sâu vào tiềm thức dân Việt Nam như thế.Rồi gần đây, tivi đã có thêm Samsung, xe hơi đã có xe Hàn, xe Đức, xe Mỹ với đầy đủ nhà cung ứng ủy quyền với trung tâm bảo hành, hay đơn giản hơn là sự kiện ông HLV KhươngLM sử dụng cái là DỊCH VỤ BAY của Vietnam Airlines thì chúng ta bắt đầu nói, nghĩ nhiều hơn đến 2 chữ DỊCH VỤ thay vì SẢN PHẨM; và cũng dần quen với KHÁCH HÀNG và NHÀ CUNG CẤP, thay vì NGƯỜI MUA và NGƯỜI BÁNNgày nay chúng ta mua một thứ gì đó không đơn giản vì nó nhiều tính năng, hay nó bền mà còn vì, khi ta cần là nó chạy được, hoạt động được, nếu nó hỏng, người bán sẽ sửa chữa theo đúng bảo hành một cách thuận tiện. Đương nhiên sẽ có những trường hợp cá biệt; nhưng thực ra, việc mua một cái gì đó và có quan tâm đến cả những thứ trước bán hàng, sau bán hàng thì bên bán và bên mua sẽ làm việc với nhau, tương tác với nhau thế nào sẽ mang hàm ý DỊCH VỤ nhiều hơn.

Vậy theo cái nền làm việc (framework) mà chúng ta đang thảo luận ở đây, ITIL, thì dịch vụ CNTT là gì:

—A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks

Vậy là rõ hơn rồi, tạm dịch Dịch vụ là mang lại GIÁ TRỊ cho các KHÁCH HÀNG bằng cách làm khách hàng có thể ĐẠT ĐƯỢC KẾT QUẢ ĐẦU RA MONG MUỐN nhưng không sở hữu CHI PHÍ CỤ THỂCÁC RỦI RO

Bạn đi ăn Pizza tại nhà hàng sang trọng thì cái bạn cần là họ cung cấp không gian đẹp, phục vụ chu đáo tận tình, giá tiền hợp lý, có người trông xe, v.v.. tóm lại là bạn sẽ muốn nhiều thứ với số tiền bỏ ra, giả dụ là 200000 VNĐ đi mặc dù với số tiền 200000 VNĐ đấy bạn có thể tự đi mua tất cả các thứ, bột bánh 40000, đường 10000, muối 5000 vân vân và vân vân các CHI PHÍ CỤ THỂ, đồng thời có thêm 1 lô các RỦI RO như mua đường không gửi xe bị mất xe, đang đi thì ngã xe rồi nướng bánh thì bị bỏng.

Văn hóa hiện tại đang dần thay đổi sang DỊCH VỤ, cái gì mình làm không tốt bằng người ta mà giá tiền người ta hợp lý thì mình đi THUÊ NGOÀI, đỡ phải liên tục ngồi tính cụ thể và vơ 1 đống rủi ro vào người, để cho người CHUYÊN NGHIỆP thực hiện công việc đó một cách CHUYÊN NGHIỆP.

Dịch vụ chính là cái cơ bản nhất của ITIL mà tôi sẽ còn trở lại trong các bài sau, anh chị em nào có câu hỏi hoặc cần giải đáp gì, thì cứ post nhé, hôm nay mới bật tính năng Anonymous Comment, 🙂

Sorry vì sự bất tiện từ trước tới giờ.