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Strength

· Successfully operating in the IT support organization with the use of spreadsheets manually kept up to date by each area.

· Spreadsheets demonstrates a solid foundation for configuration information

Weakness

· It is also considered troublesome (bureaucratic) to inform the custodian of the spreadsheet of CI changes and thus the spreadsheet is very outdated.

Solution: Configuration Control- Ensures there is adequate control over the CIs while maintaining a record of changes (be it add, delete, modify) to status, approvals, location and owner. Without this the configuration data will mismatch with the physical world.

· Employees to distrust the manual Asset and Configuration management spreadsheets because what is documented is usually not available in the real environment

Solution:

What is documented should be carefully chosen using selection criteria and grouped, classified and identified to ensure they are manageable and traceable throughout the service lifecycle

Verification and Audit- There must be conformity between the documented baselines and the actual business environment which they work in. It is to verify that the CIs exist where they are said to be.

Opportunities

· It is recommended that this information be centrally housed and shared among other areas to optimize its value and potential

Threat

· Unexplained outages and lack of CI knowledge are a major concern as they constitute a risk to OneNet’s operations.

Solution:

SACM Reporting. There must also be continuous reporting of the CI.

· Some unexplained service outages and when the operator tried to reboot a server system to solve the problem, he unknowingly created a stream of other problems on other systems

Solution: Accurate information in the CMS and the Configuration Model helps incident and problem managers find the root cause of the problem quickly and solve it efficiently.

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https://prezi.com/p/sekk6isbpqfd/
Training staff was good solution!

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https://prezi.com/view/5ZhR6ws59fZ9t6m4Amnw/

still no solution

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https://prezi.com/p/61pnq80oscwe/
Well done!

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a)

Strength:

The company as a whole is doing great as it was able to successfully implement a Change Management.

Asset and Configuration management has been successfully operating

The company has a solid foundation for configuration information

Weakness:

Operator does not have the knowledge of the protocols for rebooting the server systems

Management may not have informed the operator that other systems may be affected if any server system has to be rebooted.

Lack of CI knowledge

Spreadsheet is manually updated

What is documented in spreadsheets is not available in the real environment

Spreadsheet is very outdated

Opportunity:

Optimize its value and potential by centrally housing and sharing the information from spreadsheets from other areas.

Threats:

Operator may have created a stream of other problems to the service when the server system is rebooted.

Severe customer dissatisfaction may lead to the loss of service value

Risk to OneNet operations

Employees distrusts the manual Asset and Configuration management spreadsheets

b)
CIs such as the server system that had to be rebooted was not managed well. The scope of the problem unobserved, not tracking the incident to ensure control and not documented for future reference.

The SACM activities such as management and planning require measures to scope out the issue then plan the course of action to minimize the damage. To track everything during and after rebooting the systems. Stakeholder has to be informed about the issues.

The solution is to provide operator sufficient knowledge of the CIs and set up a protocol to manage and handle future problems with minimal effect on the company.

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https://prezi.com/p/c2s3pb7dnnok/Maintaining records, keeping CI up to date good. which PICSAR process does this? Not complete

Strength

successful implementation of Change management

Asset and Configuration management has been successfully operating in the IT support organization with the use of spreadsheets manually kept up to date by each area.

Weakness

spreadsheet is very outdated due to it being troublesome to inform the custodian of the spreadsheet of CI changes

Opportunities

information be centrally housed and shared among other areas to optimize its value and potential

Implement the next essential process

Threats

unexplained service outages when the operator tried to reboot a server system to solve the problem

lack of CI knowledge are a major concern as they constitute a risk to OneNet’s operations

caused severe customer dissatisfaction

Many employees have come to distrust the manual Asset and Configuration management spreadsheets

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https://prezi.com/view/Lhr4tpK9wpmo9w9JqQ9h/
Training staff and knowledge of CI was good. But how?
Strength

successful implementation of Change management

been successfully operating in the IT support organization with the use of spreadsheets manually kept up to date by each area.

Weakness

troublesome (bureaucratic) to inform the custodian of the spreadsheet of CI changes and thus the spreadsheet is very outdated.

severe customer dissatisfaction

Opportunity

to implement the next essential process for its operations to run smoothly.

this information be centrally housed and shared among other areas to optimize its value and potential.

Threats

unexplained outages and lack of CI knowledge are a major concern as they constitute a risk to OneNet’s operations.

Solution for Weakness

Notify the changes in advance to ensure faster update on spreadsheet

Training of staff to improve customer service

Solution for Threats

Staff needs to be educated on CI knowledge to avoid risk

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https://prezi.com/p/hle91icbz1ty/
Improving staff knowledge of CI was good. But how to do it?

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Strength
-successful implementation of Change management

-spreadsheets manually kept up to date by each area.

Weakness
-unexplained service outages and when the operator tried to reboot a server system
-unexplained outages and lack of CI knowledge are a major concern as they constitute a risk to OneNet’s operations.
employees have come to distrust the manual Opportunity

Opportunity

- to implement the next essential process for its operations
-information be centrally housed and shared among other areas to optimize its value and potential.

Threat

-employees have come to distrust the manual Asset and Configuration management spreadsheets
-what is documented is usually not available in the real environment
-troublesome (bureaucratic) to inform the custodian of the spreadsheet of CI changes
-spreadsheet is very outdated

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SACM Case Study 1.2

Strengths:

-          successful implementation of Change management

-          Asset and Configuration management has been successfully operating in the IT support organization with the use of spreadsheets manually kept up to date by each area

Weakness:

-          reboot a server system to solve the problem, he unknowingly created a stream of other problems on other systems

-          distrust the manual Asset and Configuration management spreadsheets

-          Documented is usually not available in the real environment.

Opportunities:

-          wants to implement the next essential process for its operations to run smoothly

-          recommended that this information be centrally housed and shared among other areas to optimize its value and potential

Threats:

-          unexplained outages and lack of CI knowledge are a major concern as they constitute a risk to OneNet’s operations

b) OneNet needs to have a backup server in situation where a server is temporary down.

Every interaction in the management need to be recorded, ensuring there is adequate control over the CIs whole maintaining a record of changes to status, approvals, location and owner.

A CI is a service asset that needs to be managed in order to deliver an IT service. All CIs are service assets but many service assets are not CIs. Therefore, CI is a necessity in business operations. OneNet needs to educate the employees about CI and its processes needed to be done.

The knowledge of CI is the recommended solution because it ensures the business processes are being managed properly and able to be successful in operating IT services. Avoiding unexplained outages and affecting the business and thus leading the employees to trust the management.