IT Service Management: The Five Service Lifecycle Parts

IT service management


IT service management is regarded as a strategic approach to managing, designing, improving and delivering IT used in an organization. The term is frequently connected with ITIL (Information Technology Infrastructure Library), a structure that provides best practices for adjusting IT to business needs. The main objective of service management is to guarantee that the right procedures, individuals and innovation are set up so that organization can meet its business objectives.

Introduction to Process Management

ITILv3 is the most used framework for IT process management. In late 1980’s, ITIL was made because of ITSM best practice requirement and following to that it became the de facto framework widely used by most organizations worldwide. The latest version of ITIL includes IT service lifecycle with five parts: Strategy, Design, Transition, Operations and Continual Service Improvement.

Service Strategy

In IT service management life cycle, strategy is the beginning part and is commonly the area that needs priority attention in IT organizations. Nowadays, organizations concentrate on the Operation processes or Transition while keeping in mind that these give advantages to the business, particularly as to keeping the lights on. More strategic about delivering value to business is highly needed. Service strategy helps align IT and business strategies. It is effective when it comes to establishing priorities, identifies risks and constraints, develops IT service portfolios, confirms resource allocation and focuses on reasons why your business should do something instead of the how.

Service Design

Service design stage takes IT service strategy and turns it into a detailed plan for achieving success in business objectives. Usually the common old woodworking principle known as the ‘measure twice, cut once’ applies here. Typical issues involve insufficient time on design resulting to implementing or planning something isn’t necessary or does not meet business objectives and needs. To cut cost effectively, it is wise to identify the issue shown on the Design than waiting until operations or transition happens. As a summary service design incorporates whole IT organization, including process, people, internal/external service providers and technology.

Service Transition

This part takes outputs from Service Design such as SDP or Service Design Package and prepares changed services to go live in the arena of Service Operations. It effectively helps manage the risk through test and build phases. When we say Service Transition it is all about testing services over the existing criteria developed in Design, creating transition plans, capturing and managing knowledge and controlling and preventing undesired consequences.

Service Operations

This is where value identified in Service Strategy finally practiced by the business or in short, this is where the rubber hits the road. Service Operation received most attention in the lifecyle and also the part where there is need for activity improvements to ensure business success. Service Operation is necessary as its main functions focus on maintaining a stable IT environment through proactive and reactive means.

Continual Service Improvement

To complete the lifecycles and to find out that everything is working, CSI lifecycle provides the best practice and guidance for large and incremental scale improvements. Most common inputs to CSI include process compliance exceptions, service level breach reports, customer complaints, incident and problem trending, etc.

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Avigilon – An All In One Security Company


There are many elements that make up a security system. Access control, video surveillance and recording, sensors and alarms, and intrusion detection are just some of them. Cobbling together a security system from different sources is always tricky; you never know if all the elements are compatible with each other. To get over this problem it is advisable to find a one-stop-shop for your security requirements; a company such as Avigilon which offers end to end security solutions. Aside from having to deal with only one company, it is almost a given that all the parts of the security system have been designed to and will work together. This online article explains why in most cases data security depends to an extent upon physical security.

Avigilon Security Solutions

When it comes to surveillance video equipment, Avigilon has one of the most extensive selections. They have video surveillance cameras starting from the typical HD resolutions of from 1 MP to 2 MP, all the way to the top of the line systems with an incredible 29 MP resolution. There are even models designed specifically to read (and record) vehicle license plate numbers. And with their really high resolution miscreants whose images are captured on video can easily be identified.

There are many choices for mounting including pendant, globe and a variety of brackets. There are video equipment designed for indoor applications as well as weather proof video cameras suitable for deployment at outdoor locations. When it comes to camera viewing angle, the choice starts at 32 degrees up to a maximum view angle of greater than 90 degrees. Some mounts contain more than one camera – one mount with four cameras is perfect for monitoring four directions at once.

To save on cameras, there are mountings which allow the cameras to be rotated up to a full 360 degrees.

The Avigilon Access Control Manager is software that is packed with lots of useful features. More than just controlling physical access to certain sensitive areas, it also allows mustering of employees in response to emergency situations. With this software you can easily ensure that all personnel have been evacuated during fires or other catastrophic situations. Moreover effective access control protects your assets from theft. The software is conveniently browser-based so remote access is never a problem. In the unlikely event of a system failure, the software automatically backs up your data in a cloud server.

Avigilon’s Access Control Manager is available in three versions: Access Control Manager Professional, Access Control Manager Enterprise and Access Control Manager Virtual. Ever the one-stop shop, Avigilon also offers access control hardware from reputable manufacturers.
Avigilon’s Video Analytics software is easy to install and is packed with innovative features. With this software you can program normal scenes and even have it learn to ignore activities which do not pose a threat. This makes it less likely to give false notifications of incidents such as attempted intrusions. When paired with HD video cameras, this is a powerful tool for pre and post incident protection.
When you need a full security suite you need look no further than Avigilon.

When it comes to ensuring safety, preparing for emergencies and protecting your people and assets, time is of the essence. Physical Access Control Systems (PACS) are critical in ensuring safety, yet traditional PACS are often manual, expensive and time consuming to use and learn. Avigilon Access Control Manager puts time back on your side by allowing you to protect your assets and personnel anytime, from anywhere, with ease. The result is a more effective security deployment with a lower total cost of ownership.

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Inbound Call Center Software – Best Features

inbound call center software


The right inbound call center software can help keep operations manageable even during peak times. Actually, without it coordination would be very hard if not nearly impossible. That is why it is important to ensure your inbound call center software has all the most important features available.

Here are some of the most important features inbound call center software should have:

Automatic Call Distributor (ACD)

An ACD automatically routes incoming calls to the most appropriate agent or department based on criteria input by the user. This is by far the most important feature inbound call center software should have, because it makes sure that calls are handled promptly and efficiently. ACD also works in concert with other key features such as skills bound routing, call metrics acquisition, and call monitoring. Members of organizations like the Canada Contact Center Association know the value of ACD.

Interactive Voice Response (IVR):

Though some clients would rather speak to a person outright, a properly programmed multi-level IVR allows you to profile a client based on his or her response to a series of prompts. The information gathered can help improve the efficiency of call handling; for one it enables skills based routing.

Skills Based Routing:

Based on information gathered from past communications and from IVR selections are used to determine the most appropriate agent to handle the call. Such factors as language skills, area of expertise, prior history with particular clients, and client’s stated preferences are considered in making the selection.

Automatic Number Identification:

Sometimes calls get dropped for one reason or another. No matter if it was accidentally dropped by either party, or by a glitch in the connection, it is important to ensure that the agent attempts to resolve the call to the satisfaction of the client. Automatic number identification detects dropped calls allowing agents to re-connect to the client and resume from where they left off.

Call Queuing And Management

Though there is the ACD which ultimately decides call distribution, modern call queuing features allow agents and their supervisors to set the guidelines governing call queues. They can identify clients with head of the queue privilege and set other rules including the maximum time a client can be asked to wait for an agent.

Computer Telephony Integration

This feature allows coordination between the telephone and the computer. As a result agents are able to access computer information while fielding incoming calls. They can also authenticate callers by comparing the phone number against a database, and provide IVR to callers; they can even display pending live calls or messages left by callers.

Real Time Metrics:

Through this feature, data such as average wait time, longest wait time, average resolution time, service level and number of available agents may be viewed by agents and their supervisors. Thus they can make informed decisions that result in improved overall efficiency and client satisfaction.


Voicemail allows clients to leave messages asking for a return call when their calls cannot be fielded immediately. This feature is very helpful during peak hours and when the agent the client has asked to speak with is busy.

All these technology are aimed at reducing manual and repetitive aspects of inbound call handling. This makes choosing the right inbound call center software very important indeed.

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Touch Screen Technology Benefits

touch screen technology

Vibrant Touch screen technology displays offer an interactive experience to its users who may be a company’s clients or employees. For employees the main advantage is ease of use and getting a feeling that the company values them enough to provide them with the best tools. Prospective clients are attracted to the possibility of digging for information using computers with touch screen technology; this way they control the inquiry process without a salesman breathing down their necks.  Clients are mostly attracted to the vibrant touch screen displays which really catches their attention first time

Touch screens also provide great value for money. Using touch screens increase worker efficiency by as much as 20%, mainly due to the intuitive nature of data and command inputs. When used to interact with your target market, touch screens reduce the need for personnel – it is cheaper to operate a digital information kiosk than to hire people to man information desks.

Computers using touch screens are easier to use. As the commands are intuitive, the time required to learn to use touch screens is shorter. This also means that more people, even those without much computer skills, can easily access information provided through touch screens; this is a very important advantage when you are trying to woo clients who may not have a high level of computer literacy.

The software behind touch screens are highly adaptable. Touch screen technology features can be modified and customized in so many different ways to adapt to the particular needs of each user. Thus screens can be programmed to interpret touches and gestures in a number of different ways. While people are impressed with touch screens, it is the software installed in the background which enables it to do a lot of different things, such as reporting, data analysis, remote access and control, scheduling, and many other functions. A recent article on technology site reports that Yahoo Labs has developed a system which turns capacitive screens into biometric readers!

Touch screen technology is compatible with many types of devices. There are a number of mobile and static devices which can use the touch screen technology. This means that control over functions can either be done on static devices onsite or remotely through connected smart devices. Information can be shared between onsite and offsite terminals to enable informed supervisory and control decisions.

The use of interactive touch screens provides an attractive way to encourage communication with the target market. Eye-catching graphics attract people to interact with the company through strategically placed touch screens. The screens then provide an almost effortless way to inform the public about available products and services. While at it, the company can also insert forms to gather valuable data, to highlight promotional offers, and provide mailing list registrations.

One of the best uses of interactive multi touch screens is innovative advertising. Instead of using physical product displays or passive display screens, a multi touch screen gives better results. The interactive nature of such screens entices people to learn more about the products or promotional offers displayed onscreen. Interactive touch screens containing ads work best in high traffic walkways, store display windows, and even inside showrooms.

So which touch screen technology feature can your company benefit from? Perhaps it is time you consulted with an interactive touch screen retailer to find out.

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