Service and support are of the utmost importance to executives, knowledge workers and field personnel with enterprise-enabled BlackBerry or ActiveSync mobile devices (led by the iPhone and Windows Mobile). To ensure mobile user connectivity and application access, proactive organizations are taking ITIL and ITSM best practices and rolling them into a comprehensive Mobile User Management Strategy. This complimentary handbook details the role-based approaches for addressing critical support challenges that arise as a mobile platform grows and matures. If you're in IT architecture, engineering or messaging operations, and an ITIL veteran, learn how to optimize mobility management processes to drive efficiency and lower costs.
Managing Your Enterprise BlackBerry, iPhone,
Windows Mobile & ActiveSync Mobile Platforms
with ITIL & ITSM
A Manager's Handbook
October 2009
Managing Your Mobile Enterprise with ITIL & ITSM
Why You Need To Read This Handbook Now
Today, many organizations are shifting their IT focus from day-to-day tactical operation of back-office infrastructure, to delivering high quality services that their users or customers require. For most, this means a shift from technology management to IT Service Management (ITSM) - typically using the most widely accepted approach or process framework called ITIL (IT Infrastructure LibraryŽ).
In this Handbook, you'll learn how Mobile User Management has emerged as the most effective application of ITSM leveraging ITIL to support mobile user connectivity and mobile application access. Whether you have users provisioned to the BlackBerry platform or to the ActiveSync platform led by Windows Mobile and the iPhone, this Handbook can help you overcome the challenges of mobile devices, which are outside traditional IT control.
An Overview of ITSM and ITIL IT Service Management (ITSM) is sweeping the industry as a more effective, customer-focused approach to ensure that users get the IT services they require in a timely manner, in the right priority and at the right price. ITSM is a customer- or user-focused discipline for managing IT systems. ITSM focuses on the quality of processes for supporting and managing technology for end users, rather than on innovating or implementing the technology itself.
The most widely accepted approach to IT service management in the world is ITIL (the IT Infrastructure LibraryŽ). ITIL defines the organizational structure and skill requirements of an IT organization with a set of standard operational management procedures and practices to enable the organization to manage an IT operation and associated infrastructure. The most widely implemented ITIL framework is V2. This Handbook focuses on ITIL V2 as an organizational starting point.
Managing Your Mobile Enterprise with ITIL & ITSM
Within ITIL, IT Service Management is divided into two practice areas.
Service Support - Ensure that end users have access to IT systems required for their business function. This Practice includes:
? Service Desk - the single point of contact between end users and IT staff with responsibilities for handling user incidents and requests, and for integrating people, processes and systems (also called help desk, field support, etc.)
? Incident Management - the process of restoring normal service operation after an incident as quickly as possible while minimizing the adverse effects on the business (which may or may not address underlying root cause but does get the user up and running again quickly)
? Problem Management- the process of finding the root cause of multiple smaller-impact or individual larger-impact incidents and resolving them permanently with a goal of shortening and eliminating future incidents and problems
? Asset Management - the standard policies and processes for systematically tracking, evaluating and managing software/hardware licensing compliance, inventory and usage
? Configuration Management - the process of tracking all configuration information for individual assets and entire systems, such as version and model numbers, baselined performance/throughput and relationships to other assets
? Change Management - the processes for efficient and reliable handling of change in IT systems in order to minimize impact of change-related incidents and improve overall operations
? Release Management- the process for automated distribution or releases of software and hardware with the goal of protecting the live environment through formal procedures, checks and certifications
Service Delivery - Proactive services to support overall customer requirements for the business. This Practice incl... [download for more]
