All posts in IT


8 ITIL Processes for First-Class IT Service Management

itil-processes

Data-driven.

This short statement could be used to accurately summarize the way big business wants to function in today’s world.

Its all about data; gathering it, processing it, analyzing it, and then leveraging insights to continuously improve business operations and customer experiences.

And yet, despite its importance, many companies are failing to do it very well.

Information Technology Infrastructure Library (ITIL) is a framework that enables organizations (mostly enterprises and government agencies) to efficiently perform this process of leveraging data.

Of course, this is a very simple, reductionist way of putting it. The framework is incredibly complicated and how exactly it delivers such a powerful service is not easily understood.

Here is a more comprehensive definition:

“ITIL, or Information Technology Infrastructure Library, is a well-known set of IT best practices designed to assist businesses in aligning their IT services with customer and business needs. Services include IT related assets, accessibility, and resources that deliver value and benefits to customers. ITIL framework objectives include the delivery of valuable service offerings, as well as meeting customer needs, and achieving business goals of a given organization. Despite the individuality of each organization, ITIL provides guidelines for achieving these objectives and measuring success with KPIs.” – Jarod Greene, The Essential Guide to ITIL Framework and Processes

Thankfully, this vast framework can be simplified and broken down into 5 core stages, illustrated in the graphic below.

itil-framework

These categories make up the ITIL Service Lifecycle, which we here at Process Street have written an extensive post about:

I highly recommend reading this article if you would like to learn more about what exactly the ITIL service lifecycle is, how each stage relates to one another, and for valuable information on how you can apply ITIL to your business.

The article you are reading could be considered a follow up to the post linked above, as it provides you with 8 free ITIL processes in the form of practical checklists that you can integrate into your business right away.

Each of the 5 stages contains a certain number of standardized processes and functions. Processes make up the majority and are the focus of this post.

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The Secret to IT Service Management: The ITIL Service Lifecycle

ITIL Service Lifecycle

What do Sony Ericsson, the UK Passport Agency, MT Gox, and Knights Capital all have in common?

They’ve all suffered massive financial and reputational losses following the mismanagement, or non-existent management, of their new and existing IT services.

  • Major mobile phone operator, Sony Ericsson failed to renew one of their certificates and left 32-million people unable to use their mobile phones for a WHOLE DAY.
  • The UK Passport Agency failed to test its new computer system and left half a million British people without a passport in the UK.
  • Japanese bitcoin exchange, Mt. Gox, failed to spot several weaknesses in their software systems which enabled hackers to STEAL over 850,000 bitcoins.
  • Knight Capital Group, one of America’s largest traders, failed to spot a major bug in their trading software which cost them $440 million.

What could they have done to avoid these embarrassing, not to mention financially crippling, technical disasters?

Implemented an IT service management system, like the ITIL Service Lifecycle.

Which, coincidentally, is what this post is all about.

By the time you’ve finished reading this Process Street article, you will have answers to the following questions:

Ready? Let’s make a start…

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17 Service Level Agreement Examples to Track Your Service Management Metrics

service level agreement

In today’s business environment where managed services are constantly being outsourced, creating a concise, official document outlining the terms of an agreement between the client and service provider is critical to setting the foundations for a trustworthy and ultimately fruitful relationship.

“Service-level agreements, amongst other things, bolster trust in and between organizations – making it clear what needs to be done, to what standard, and when.”Adam Henshall, What is an SLA? How to Use Service-Level Agreements for Success

It’s simply an essential component that requires care and attention.

As you may well have already noticed and perhaps even put to good use, Process Street has been creating some excellent content for those of you looking to create first-class service level agreement’s in quick and easy fashion.

For a comprehensive introduction into what an SLA is, exactly what one consists of and why you need them, have a read through the following article:

If you are already familiar with the fundamentals of SLAs and are looking for guidance on how to create and edit one for your organization, you’ll find this post useful:

Bear in mind that the article referenced above also contains a free, easy-to-use Process Street template from which you can create as many service level agreements as you like.

And that’s what this post is all about – providing free, easy-to-use examples in the form of practical templates.

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Enterprise Mobility Management (EMM): What It Is, Why It’s Important & How to Do It

Enterprise Mobility Management

The modern workforce is, quite literally, movers and shakers.

No matter if self-bought or company-bought, employees are using mobile devices to work from while in the office, going from meeting-to-meeting, traveling cross-country to attend conferences, and even when working from home.

But for some (read: the security-minded), this is a little worrisome. With employees using personal and portable devices for work purposes, security hazards are aplenty. Theft. Security breaches. Data loss.

I needn’t go on.

It’s why 75% of CIOs view mobile security for organizations as not only a headache but a significant problem.

Though, with modern problems come modern solutions.

In this super informative post, I’ll be discussing EMM: Enterprise mobility management. It’s what every organization needs to know about, incorporate, and sustain so that its business remains security breach-free. Just read through the following sections to get acquainted with all-things EMM:

Now, let’s stop dilly-dallying and get started!

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How To Prevent Data Loss and Implement Data Recovery

How To Prevent Data Loss And Implement Data Recovery

Anastasia Stefanuk is a passionate writer and a marketing manager at Mobilunity. The company provides professional staffing services, so she is always aware of technology news and wants to share her experience to help tech startups and companies to be up-to-date. 

As a business person or a person who owns a computer, how prepared are you in protecting yourself against data loss?

If you lost all of your important files and memorable photos, do you think you would be able to run data recovery to reclaim them?

Data recovery is the process of salvaging lost data from either a secondary storage system, removable media or files.

In this digital era, data has been classified as the new “oil”. In the business world, data is the driving force behind innovation, competition, productivity, and improvement of core operations. Likewise, governments all over the world require data to make vital decisions that will affect their populace.

With that in mind, the convergence of data streaming from billions of mobile phones, digital platforms, virtual-reality applications, and wireless sensors, continue to pile up with each passing day. In fact, it is estimated that the amount of electronic data in existence today is 2.7 zettabytes. This number is expected to grow to 175 zettabytes by 2025.

This presents a humongous challenge in managing and ensuring that such a large amount of data is secure. In addition, the looming question in many people’s minds is; what would happen if all this data magically disappeared? Would the world come to a standstill or are there backup mechanisms where it can be retrieved later?

In this article, Process Street will expound on the main causes of data loss, the importance of backing it up, and tips on how you can successfully run data recovery processes.

This article has been broken down into the following sections.

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What Are Bug Bounties? The Top 20 Bounty Lists and Why They’re Useful for Companies

bug bounties

Hacking is constantly misunderstood in pop culture.

From an 11-year-old crashing Wall Street and flying through 3D landscapes in Hackers to “hacking” an entire city in Watch Dogs, it’s easy to see why it’s seen as an extreme and dangerous hobby to have.

In reality, there are plenty of “white-hat” (well-intentioned) hackers who help companies to identify security weaknesses in their programs through bug bounties.

So, to de-mystify the air around bug bounty programs and white-hat hacking, this post will show you:

  • What bug bounties are
  • How you can start earning money through them
  • What to consider when setting up your own bug bounty program
  • 20 examples of top bug bounty programs you can take inspiration from or take part in yourself

Let’s get started.

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The 11 Best Screen Sharing Apps (And How to Use Them)

screen sharing
Whether you’re in a meeting or doing customer support, screen sharing is one of the best ways to illustrate your point without frustrating anyone in the call.

That is if you can get an app which lets you share your screen without an issue.

We’ve all been there before – you’ve shown up early to a meeting only to have your technology die on you. Maybe the call quality was so bad you couldn’t hear each other speak or perhaps the other person was forced to download a new app before being able to see your screen.

No matter your troubles, this list will clear up which screen sharing apps are the best for you to use, why, and why other options aren’t up-to-scratch.

I’ll be covering:

  • Zoom
  • Join.me
  • Skype
  • GoToMeeting
  • Slack
  • Appear.in
  • Screenleap
  • Google Hangouts
  • Mikogo
  • Chrome Remote Desktop
  • USE Together

Ready? Let’s go.
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What is a Customer Support Engineer? And How to Know if You Need One

customer support engineerThere are so many layers to a modern support team.

Some companies will have countless reps working hard each day to champion the customer and empower them to do what they need to do.

On top of that, you might have members of the support team who double up as part of the product design team; looking for niche use cases or areas where customers don’t find the product intuitive.

Support teams may even have specialized roles which look to help customers achieve certain business goals, rather than just guidance with the software.

In this Process Street article, we’re going to look at one of the unsung specialists of the modern age: the customer support engineer.

With the rise of SaaS products particularly, the customer support engineer has become a meeting point for customers, sales, design, and development.

A Jack or Jill of all trades!

We’re going to explore exactly what a customer support engineer is, what they do, and when or why you might need one!

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12 IT Processes to Avoid Server Failures and Client Headaches

IT Processes

“Without IT process management, there is no way to assure [cost-effective IT services]” – Casper van der Kolk

Whether you’ve been in the IT business for years or are just starting to make your mark, there’s no question that managing your processes is vital.

With processes, you can you do more with your current resources by standardizing and optimizing your work. And, when your team knows exactly what to do for each recurring task, they can greatly improve their productivity and motivation.

However, the benefits don’t just stop at a happier and more efficient team.

Integrating these recurring workflows into your IT management resource basket can reduce incident response times, increase customer satisfaction, ensure security compliance, manage department stock and – perhaps best of all – enforce consistency, to give you peace of mind that everything is running as expected.

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How to Enable Two-Factor Authentication for Your Team

two factor authenticationBeing secure online is of greater and greater importance. As businesses operate almost entirely online and sensitive information finds itself living full time in the cloud, we have to make sure we have appropriate measures in place to keep information safe.

One tried and tested way of promoting security is the use of failsafes in login systems. This is what’s referred to as Two Factor Authentication (2FA) or Multi Factor Authentication (MFA).

This means that someone could get hold of your email and password, yet your data is still kept safe.

Whether you’re already familiar with the terminology or not, you’re certainly familiar with the concept.

In this Process Street article, we’ll look at:

  • Why is two factor authentication important?
  • What two factor authentication is
  • The 2 classic examples of 2FA: banks and Apple
  • How you can implement two factor authentication in your team
  • Free Process Street template: How to enable two factor authentication with Authy, Google, and Slack

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