http://eitbokwiki.org/index.php?title=Operations_and_Support&feed=atom&action=historyOperations and Support - Revision history2024-03-29T07:59:27ZRevision history for this page on the wikiMediaWiki 1.25.1http://eitbokwiki.org/index.php?title=Operations_and_Support&diff=1923&oldid=prevInvicta at 02:03, 23 December 20172017-12-23T02:03:05Z<p></p>
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<td colspan='2' style="background-color: white; color:black; text-align: center;">← Older revision</td>
<td colspan='2' style="background-color: white; color:black; text-align: center;">Revision as of 02:03, 23 December 2017</td>
</tr><tr><td colspan="2" class="diff-lineno" id="L524" >Line 524:</td>
<td colspan="2" class="diff-lineno">Line 524:</td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><td>'''Standard Notifications''' </td></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><td>'''Standard Notifications''' </td></div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><td>Service providers generate four types of standard notifications to users regarding the services: maintenance window reminders, incident and resolution notifications, enhancement or upgrade notifications, and metrics reports. The <del class="diffchange diffchange-inline">SLA </del>should include content and timing guidelines for communications to users according to the situation.</div></td><td class='diff-marker'>+</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><td>Service providers generate four types of standard notifications to users regarding the services: maintenance window reminders, incident and resolution notifications, enhancement or upgrade notifications, and metrics reports. The <ins class="diffchange diffchange-inline">OLA </ins>should include content and timing guidelines for communications to users according to the situation.</div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><ul></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><ul></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Maintenance window reminders''' should include the time and duration of the window and what services are available or unavailable (whichever list is shorter). If the maintenance window is on a standard schedule, the reminder can be sent infrequently, or only to new users. If the maintenance window is not on the standard schedule, reminders should be sent one day, three hours, one hour, and fifteen minutes in advance, and another reminder should be sent when the maintenance window is concluded and all systems are back online.</li></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Maintenance window reminders''' should include the time and duration of the window and what services are available or unavailable (whichever list is shorter). If the maintenance window is on a standard schedule, the reminder can be sent infrequently, or only to new users. If the maintenance window is not on the standard schedule, reminders should be sent one day, three hours, one hour, and fifteen minutes in advance, and another reminder should be sent when the maintenance window is concluded and all systems are back online.</li></div></td></tr>
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<td colspan="2" class="diff-lineno">Line 572:</td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div></table></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div></table></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><h3>Operational Level Agreements (OLAs)</h3></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><h3>Operational Level Agreements (OLAs)</h3></div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><p>OLAs are between multiple technical teams (participants), and therefore have different contents and cover different areas. OLAs are negotiated between participating teams, and set expectations for each team's deliverables to the other teams, including services provided, the availability for those services, and notifications of service interruptions. Some service providers only have agreements with other service providers, and so do not participate in <del class="diffchange diffchange-inline">SLAs </del>with users. </p></div></td><td class='diff-marker'>+</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><p>OLAs are between multiple technical teams (participants), and therefore have different contents and cover different areas. OLAs are negotiated between participating teams, and set expectations for each team's deliverables to the other teams, including services provided, the availability for those services, and notifications of service interruptions. Some service providers only have agreements with other service providers, and so do not participate in <ins class="diffchange diffchange-inline">OLAs </ins>with users. </p></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><p>OLAs include multiple sections describing the agreement, the participants, and any required actions. Following are the most common sections included in OLAs.</p></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><p>OLAs include multiple sections describing the agreement, the participants, and any required actions. Following are the most common sections included in OLAs.</p></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><table border="0" cellpadding="0"></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><table border="0" cellpadding="0"></div></td></tr>
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<td colspan="2" class="diff-lineno">Line 593:</td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><td>'''Standard Notifications''' </td></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><td>'''Standard Notifications''' </td></div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><td>Participants generate standard notifications to other participants regarding the services, and are one of four types: maintenance window reminders, incident and resolution notifications, enhancement or upgrade notifications, and metrics reports. The <del class="diffchange diffchange-inline">SLA </del>should include content and timing guidelines for communications to users according to the situation.  </div></td><td class='diff-marker'>+</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><td>Participants generate standard notifications to other participants regarding the services, and are one of four types: maintenance window reminders, incident and resolution notifications, enhancement or upgrade notifications, and metrics reports. The <ins class="diffchange diffchange-inline">OLA </ins>should include content and timing guidelines for communications to users according to the situation.  </div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><ul></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><ul></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Maintenance window reminders''' should include the time and duration of the window and what services are available or unavailable (whichever list is shorter). If the maintenance window is on a standard schedule, the reminder can be sent infrequently, or only to new users. If the maintenance window is not on the standard schedule, reminders should be sent one day, three hours, one hour, and fifteen minutes in advance, and another reminder should be sent when the maintenance window is concluded and all systems are back online.</li></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Maintenance window reminders''' should include the time and duration of the window and what services are available or unavailable (whichever list is shorter). If the maintenance window is on a standard schedule, the reminder can be sent infrequently, or only to new users. If the maintenance window is not on the standard schedule, reminders should be sent one day, three hours, one hour, and fifteen minutes in advance, and another reminder should be sent when the maintenance window is concluded and all systems are back online.</li></div></td></tr>
</table>Invictahttp://eitbokwiki.org/index.php?title=Operations_and_Support&diff=1921&oldid=prevInvicta at 01:41, 23 December 20172017-12-23T01:41:31Z<p></p>
<a href="http://eitbokwiki.org/index.php?title=Operations_and_Support&diff=1921&oldid=1920">Show changes</a>Invictahttp://eitbokwiki.org/index.php?title=Operations_and_Support&diff=1920&oldid=prevInvicta at 01:39, 23 December 20172017-12-23T01:39:19Z<p></p>
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<td colspan='2' style="background-color: white; color:black; text-align: center;">← Older revision</td>
<td colspan='2' style="background-color: white; color:black; text-align: center;">Revision as of 01:39, 23 December 2017</td>
</tr><tr><td colspan="2" class="diff-lineno" id="L302" >Line 302:</td>
<td colspan="2" class="diff-lineno">Line 302:</td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Support hierarchy'''—Most organizations have multiple levels of support, with increasing technical expertise. Larger organizations can provide support for the majority of issues with cheaper staff in the lower levels.<br /></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Support hierarchy'''—Most organizations have multiple levels of support, with increasing technical expertise. Larger organizations can provide support for the majority of issues with cheaper staff in the lower levels.<br /></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><table cellpadding="5" border="1"></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><table cellpadding="5" border="1"></div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"><th style="background-color: #58ACFA;"><font color="white">Level</font></th><th style="background-color: #58ACFA;"><font color="white">Description</font></th></tr></div></td><td class='diff-marker'>+</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"><th <ins class="diffchange diffchange-inline">align="center" </ins>style="background-color: #58ACFA;"><font color="white">Level</font></th><th <ins class="diffchange diffchange-inline">align="center" </ins>style="background-color: #58ACFA;"><font color="white">Description</font></th></tr></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"><td>'''Self service''' (lowest)</td></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"><td>'''Self service''' (lowest)</td></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><td>This level of support consists of documentation websites or ([http://eitbokwiki.org/Glossary#ivr interactive voice response (IVR]) systems with instructions for resolving common situations. </td></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><td>This level of support consists of documentation websites or ([http://eitbokwiki.org/Glossary#ivr interactive voice response (IVR]) systems with instructions for resolving common situations. </td></div></td></tr>
</table>Invictahttp://eitbokwiki.org/index.php?title=Operations_and_Support&diff=1919&oldid=prevInvicta at 01:37, 23 December 20172017-12-23T01:37:30Z<p></p>
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<td colspan='2' style="background-color: white; color:black; text-align: center;">Revision as of 01:37, 23 December 2017</td>
</tr><tr><td colspan="2" class="diff-lineno" id="L202" >Line 202:</td>
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<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Maintenance''' is the process of applying changes to applications via files provided by the suppliers.<br /></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Maintenance''' is the process of applying changes to applications via files provided by the suppliers.<br /></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><table border="1" style="cellpadding="5"></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><table border="1" style="cellpadding="5"></div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"></div></td><td class='diff-marker'>+</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"><th <ins class="diffchange diffchange-inline">align="center" </ins>style="background-color: #58ACFA; width:15%"><font color="white">Feature</font></th><th <ins class="diffchange diffchange-inline">align="center" </ins>style="background-color: #58ACFA; width:30%"><font color="white">Configuration</font></th><th <ins class="diffchange diffchange-inline">align="center" </ins>style="background-color: #58ACFA; width:30%"><font color="white">Customization</font></th><th <ins class="diffchange diffchange-inline">align="center" </ins>style="background-color: #58ACFA; width:25%"><font color="white">Maintenance</font></th></tr></div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><th style="background-color: #58ACFA; width:15%"><font color="white">Feature</font></th><th style="background-color: #58ACFA; width:30%"><font color="white">Configuration</font></th><th style="background-color: #58ACFA; width:30%"><font color="white">Customization</font></th><th style="background-color: #58ACFA; width:25%"><font color="white">Maintenance</font></th></tr></div></td><td class='diff-marker'>+</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"><td>Frequency</td><td></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"><td>Frequency</td><td></div></td></tr>
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</table>Invictahttp://eitbokwiki.org/index.php?title=Operations_and_Support&diff=1918&oldid=prevInvicta at 01:34, 23 December 20172017-12-23T01:34:49Z<p></p>
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<td colspan='2' style="background-color: white; color:black; text-align: center;">← Older revision</td>
<td colspan='2' style="background-color: white; color:black; text-align: center;">Revision as of 01:34, 23 December 2017</td>
</tr><tr><td colspan="2" class="diff-lineno" id="L303" >Line 303:</td>
<td colspan="2" class="diff-lineno">Line 303:</td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Support hierarchy'''—Most organizations have multiple levels of support, with increasing technical expertise. Larger organizations can provide support for the majority of issues with cheaper staff in the lower levels.<br /></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Support hierarchy'''—Most organizations have multiple levels of support, with increasing technical expertise. Larger organizations can provide support for the majority of issues with cheaper staff in the lower levels.<br /></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><table cellpadding="5" border="1"></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><table cellpadding="5" border="1"></div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"><th style="background-color: #58ACFA"><font color="white">Level</font></th><th style="background-color: #58ACFA"><font color="white">Description</font></th></tr></div></td><td class='diff-marker'>+</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"><th style="background-color: #58ACFA<ins class="diffchange diffchange-inline">;</ins>"><font color="white">Level</font></th><th style="background-color: #58ACFA<ins class="diffchange diffchange-inline">;</ins>"><font color="white">Description</font></th></tr></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"><td>'''Self service''' (lowest)</td></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"><td>'''Self service''' (lowest)</td></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><td>This level of support consists of documentation websites or ([http://eitbokwiki.org/Glossary#ivr interactive voice response (IVR]) systems with instructions for resolving common situations. </td></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><td>This level of support consists of documentation websites or ([http://eitbokwiki.org/Glossary#ivr interactive voice response (IVR]) systems with instructions for resolving common situations. </td></div></td></tr>
</table>Invictahttp://eitbokwiki.org/index.php?title=Operations_and_Support&diff=1917&oldid=prevInvicta at 01:32, 23 December 20172017-12-23T01:32:34Z<p></p>
<table class='diff diff-contentalign-left'>
<col class='diff-marker' />
<col class='diff-content' />
<col class='diff-marker' />
<col class='diff-content' />
<tr style='vertical-align: top;'>
<td colspan='2' style="background-color: white; color:black; text-align: center;">← Older revision</td>
<td colspan='2' style="background-color: white; color:black; text-align: center;">Revision as of 01:32, 23 December 2017</td>
</tr><tr><td colspan="2" class="diff-lineno" id="L10" >Line 10:</td>
<td colspan="2" class="diff-lineno">Line 10:</td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><p>&nbsp;</p></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><p>&nbsp;</p></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><h2>Introduction</h2></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><h2>Introduction</h2></div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><p>In Enterprise information technology (EIT), operations and support coordinate and carry out the activities and processes required to deliver and manage ''services'' provided by technology ''assets'' to business ''users'' and customers, at agreed levels. A commonly used framework for operations activities is ITIL®, which is proprietary. ISO/IEC and IEEE standard 20000 is similar in many aspects, and may be used by any organization to develop and manage EIT operations. Many EIT service management terms have been redefined in ISO/IEC 20000, so it is important to be consistent with the source your organization prefers.</p></div></td><td class='diff-marker'>+</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><p>In Enterprise information technology (EIT), operations and support coordinate and carry out the activities and processes required to deliver and manage ''services'' provided by technology ''assets'' to business ''users'' and customers, at agreed levels. A commonly used framework for operations activities is <ins class="diffchange diffchange-inline">[http://eitbokwiki.org/Glossary#itil </ins>ITIL®<ins class="diffchange diffchange-inline">]</ins>, which is proprietary. ISO/IEC and IEEE standard 20000 is similar in many aspects, and may be used by any organization to develop and manage EIT operations. Many EIT service management terms have been redefined in ISO/IEC 20000, so it is important to be consistent with the source your organization prefers.</p></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><p>This knowledge area is about maintaining an ''operation normal'' state in [http://eitbokwiki.org/Glossary#eit EIT] environments, meaning that systems and processes execute according to expectations, with no surprises to users. Operation normal states are disrupted in two ways:</p></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><p>This knowledge area is about maintaining an ''operation normal'' state in [http://eitbokwiki.org/Glossary#eit EIT] environments, meaning that systems and processes execute according to expectations, with no surprises to users. Operation normal states are disrupted in two ways:</p></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><ul></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><ul></div></td></tr>
<tr><td colspan="2" class="diff-lineno" id="L34" >Line 34:</td>
<td colspan="2" class="diff-lineno">Line 34:</td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>Self-service support—providing a service where users perform selected support functions on their own</li></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>Self-service support—providing a service where users perform selected support functions on their own</li></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div></ul></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div></ul></div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><p>Although these processes and functions are associated with operations, most processes and functions have activities that take place across multiple stages of the service lifecycle (see [http://eitbokwiki.org/Glossary#service_ops <del class="diffchange diffchange-inline">service operation</del>]).</p></div></td><td class='diff-marker'>+</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><p>Although these processes and functions are associated with operations, most processes and functions have activities that take place across multiple stages of the service lifecycle (see [http://eitbokwiki.org/Glossary#service_ops <ins class="diffchange diffchange-inline">Service Operation</ins>]).</p></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><p>This chapter covers topics in the '''Service Operation (SO)''' column, as shown in the ITIL Core Topics table below.</p></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><p>This chapter covers topics in the '''Service Operation (SO)''' column, as shown in the ITIL Core Topics table below.</p></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><table cellpadding="5" border="1"></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><table cellpadding="5" border="1"></div></td></tr>
<tr><td colspan="2" class="diff-lineno" id="L303" >Line 303:</td>
<td colspan="2" class="diff-lineno">Line 303:</td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Support hierarchy'''—Most organizations have multiple levels of support, with increasing technical expertise. Larger organizations can provide support for the majority of issues with cheaper staff in the lower levels.<br /></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Support hierarchy'''—Most organizations have multiple levels of support, with increasing technical expertise. Larger organizations can provide support for the majority of issues with cheaper staff in the lower levels.<br /></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><table cellpadding="5" border="1"></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><table cellpadding="5" border="1"></div></td></tr>
<tr><td colspan="2"> </td><td class='diff-marker'>+</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins style="font-weight: bold; text-decoration: none;"><tr valign="top"><th style="background-color: #58ACFA"><font color="white">Level</font></th><th style="background-color: #58ACFA"><font color="white">Description</font></th></tr></ins></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"><td>'''Self service''' (lowest)</td></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"><td>'''Self service''' (lowest)</td></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><td>This level of support consists of documentation websites or ([http://eitbokwiki.org/Glossary#ivr interactive voice response (IVR]) systems with instructions for resolving common situations. </td></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><td>This level of support consists of documentation websites or ([http://eitbokwiki.org/Glossary#ivr interactive voice response (IVR]) systems with instructions for resolving common situations. </td></div></td></tr>
</table>Invictahttp://eitbokwiki.org/index.php?title=Operations_and_Support&diff=1898&oldid=prevInvicta at 22:41, 22 December 20172017-12-22T22:41:17Z<p></p>
<table class='diff diff-contentalign-left'>
<col class='diff-marker' />
<col class='diff-content' />
<col class='diff-marker' />
<col class='diff-content' />
<tr style='vertical-align: top;'>
<td colspan='2' style="background-color: white; color:black; text-align: center;">← Older revision</td>
<td colspan='2' style="background-color: white; color:black; text-align: center;">Revision as of 22:41, 22 December 2017</td>
</tr><tr><td colspan="2" class="diff-lineno" id="L441" >Line 441:</td>
<td colspan="2" class="diff-lineno">Line 441:</td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>What is the expected task turnaround time for each task?</li></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>What is the expected task turnaround time for each task?</li></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div></ul></li></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div></ul></li></div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><li>'''User skill level'''—Each organization varies in the types of users needing support. Some users are familiar with the applications and can perform many support tasks themselves. At the other end of the <del class="diffchange diffchange-inline">spectum</del>, some users are uncomfortable with computers and need additional attention to make them comfortable and successful.</li></ul></div></td><td class='diff-marker'>+</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><li>'''User skill level'''—Each organization varies in the types of users needing support. Some users are familiar with the applications and can perform many support tasks themselves. At the other end of the <ins class="diffchange diffchange-inline">spectrum</ins>, some users are uncomfortable with computers and need additional attention to make them comfortable and successful.</li></ul></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><h3>User Support Processes</h3></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><h3>User Support Processes</h3></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><p>There are three main types of support processes for users: help desk, self-service portals, and change request queues. Each of these support processes requires monitoring and auditing to ensure proper performance. Help desks are monitored through side-by-side call monitoring, or after-call reviews. Monitoring ensures standard policy compliance and the proper execution of standard activities. Self-service portals have logs that can be monitored by the support team and change requests are typically monitored by operations. See [[#change_mgmt|Change Request Queue Management]].</p></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><p>There are three main types of support processes for users: help desk, self-service portals, and change request queues. Each of these support processes requires monitoring and auditing to ensure proper performance. Help desks are monitored through side-by-side call monitoring, or after-call reviews. Monitoring ensures standard policy compliance and the proper execution of standard activities. Self-service portals have logs that can be monitored by the support team and change requests are typically monitored by operations. See [[#change_mgmt|Change Request Queue Management]].</p></div></td></tr>
</table>Invictahttp://eitbokwiki.org/index.php?title=Operations_and_Support&diff=1877&oldid=prevInvicta at 03:49, 20 December 20172017-12-20T03:49:47Z<p></p>
<table class='diff diff-contentalign-left'>
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<col class='diff-content' />
<col class='diff-marker' />
<col class='diff-content' />
<tr style='vertical-align: top;'>
<td colspan='2' style="background-color: white; color:black; text-align: center;">← Older revision</td>
<td colspan='2' style="background-color: white; color:black; text-align: center;">Revision as of 03:49, 20 December 2017</td>
</tr><tr><td colspan="2" class="diff-lineno" id="L446" >Line 446:</td>
<td colspan="2" class="diff-lineno">Line 446:</td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><p>User support auditing is also important. The level and frequency of auditing or review corresponds to the maturity of the EIT organization and the industry requirements. Auditing can be critical for organizations dealing with healthcare or finances, or organizations that deal with human resources information.</p></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><p>User support auditing is also important. The level and frequency of auditing or review corresponds to the maturity of the EIT organization and the industry requirements. Auditing can be critical for organizations dealing with healthcare or finances, or organizations that deal with human resources information.</p></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><h4>Types of User Support Teams</h4></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><h4>Types of User Support Teams</h4></div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><p>User support can be provided in a number of ways, including embedded support, in-house remote support, and offshore support.</p></div></td><td class='diff-marker'>+</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><p>User support can be provided in a number of ways, including embedded support, in-house remote support, and offshore support.</p>  </div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><p>'''Embedded support''' means that the EIT support staff is co-located directly with the business unit. Having the support team embedded in business unit makes support convenient from the business side; however, from the EIT side, the main drawback is the possibility of resistance to EIT standards, such as using a ticketing system consistently. If there are enterprise standards, co-location with the business unit can bring extra pressure to ignore standards in favor of business needs.</p></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><p>'''Embedded support''' means that the EIT support staff is co-located directly with the business unit. Having the support team embedded in business unit makes support convenient from the business side; however, from the EIT side, the main drawback is the possibility of resistance to EIT standards, such as using a ticketing system consistently. If there are enterprise standards, co-location with the business unit can bring extra pressure to ignore standards in favor of business needs.</p></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><p>'''In-house remote support''' means that the EIT organization provides support in a separate location from the users. Users contact the support center to report issues and receive support services. Some travel between the remote location, the datacenter, and the user locations occurs when necessary.</p></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><p>'''In-house remote support''' means that the EIT organization provides support in a separate location from the users. Users contact the support center to report issues and receive support services. Some travel between the remote location, the datacenter, and the user locations occurs when necessary.</p></div></td></tr>
<tr><td colspan="2" class="diff-lineno" id="L527" >Line 527:</td>
<td colspan="2" class="diff-lineno">Line 527:</td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><ul></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><ul></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Maintenance window reminders''' should include the time and duration of the window and what services are available or unavailable (whichever list is shorter). If the maintenance window is on a standard schedule, the reminder can be sent infrequently, or only to new users. If the maintenance window is not on the standard schedule, reminders should be sent one day, three hours, one hour, and fifteen minutes in advance, and another reminder should be sent when the maintenance window is concluded and all systems are back online.</li></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Maintenance window reminders''' should include the time and duration of the window and what services are available or unavailable (whichever list is shorter). If the maintenance window is on a standard schedule, the reminder can be sent infrequently, or only to new users. If the maintenance window is not on the standard schedule, reminders should be sent one day, three hours, one hour, and fifteen minutes in advance, and another reminder should be sent when the maintenance window is concluded and all systems are back online.</li></div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><li>'''Incident notifications''' should include incident information including systems affected, and current resolution activities. The initial notification should be sent as soon as the incident is verified, with the time of discovery as well as when the incident started. While researching the incident, notices should be sent as specified in the <del class="diffchange diffchange-inline">SLA—every </del>15 to 30 minutes for critical systems, and less frequently for non-critical systems. When the incident is resolved, a final notification should be sent describing the resolution and any further actions necessary.</li></div></td><td class='diff-marker'>+</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><li>'''Incident notifications''' should include incident information including systems affected, and current resolution activities. The initial notification should be sent as soon as the incident is verified, with the time of discovery as well as when the incident started. While researching the incident, notices should be sent as specified in the <ins class="diffchange diffchange-inline">OLA—every </ins>15 to 30 minutes for critical systems, and less frequently for non-critical systems. When the incident is resolved, a final notification should be sent describing the resolution and any further actions necessary.</li></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Enhancement or upgrade notifications''' should be sent when anything affecting services covered by the SLA is put on a schedule for implementation, including how users will be affected. If possible, notifications for changes requiring user training should be sent far enough ahead of time for users to sign up for and receive the training on the new functionality before implementation. Reminders should be sent one day before the change is implemented, and another afterward, including training information.</li></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Enhancement or upgrade notifications''' should be sent when anything affecting services covered by the SLA is put on a schedule for implementation, including how users will be affected. If possible, notifications for changes requiring user training should be sent far enough ahead of time for users to sign up for and receive the training on the new functionality before implementation. Reminders should be sent one day before the change is implemented, and another afterward, including training information.</li></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Metrics reports''' should be sent as defined in the SLA to users who have opted in to getting the metrics reports. Some users may not be interested in these notifications and should be able to opt out as part of their user profile. Most metrics reports are generated monthly, and include data on service availability and performance including issues, and user requests including counts and resolution times.</li></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Metrics reports''' should be sent as defined in the SLA to users who have opted in to getting the metrics reports. Some users may not be interested in these notifications and should be able to opt out as part of their user profile. Most metrics reports are generated monthly, and include data on service availability and performance including issues, and user requests including counts and resolution times.</li></div></td></tr>
<tr><td colspan="2" class="diff-lineno" id="L564" >Line 564:</td>
<td colspan="2" class="diff-lineno">Line 564:</td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><td>'''SLA Review Cycle'''</td></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><td>'''SLA Review Cycle'''</td></div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><td>There should be a standard process for review described in the SLA. This review can occur on a regular basis, such as annually, or be triggered by an event, such as multiple performance issues or prolonged failure to comply with performance or availability requirements. The result of a review triggered by an event does not always generate a change to the SLA; instead, it may generate a project to upgrade or increase the resources on the systems providing the service. If the <del class="diffchange diffchange-inline">SLA </del>changes, then the version should be updated.</td></div></td><td class='diff-marker'>+</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><td>There should be a standard process for review described in the SLA. This review can occur on a regular basis, such as annually, or be triggered by an event, such as multiple performance issues or prolonged failure to comply with performance or availability requirements. The result of a review triggered by an event does not always generate a change to the SLA; instead, it may generate a project to upgrade or increase the resources on the systems providing the service. If the <ins class="diffchange diffchange-inline">OLA </ins>changes, then the version should be updated.</td></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div></tr></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div></tr></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"></div></td></tr>
<tr><td colspan="2" class="diff-lineno" id="L596" >Line 596:</td>
<td colspan="2" class="diff-lineno">Line 596:</td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><ul></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><ul></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Maintenance window reminders''' should include the time and duration of the window and what services are available or unavailable (whichever list is shorter). If the maintenance window is on a standard schedule, the reminder can be sent infrequently, or only to new users. If the maintenance window is not on the standard schedule, reminders should be sent one day, three hours, one hour, and fifteen minutes in advance, and another reminder should be sent when the maintenance window is concluded and all systems are back online.</li></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Maintenance window reminders''' should include the time and duration of the window and what services are available or unavailable (whichever list is shorter). If the maintenance window is on a standard schedule, the reminder can be sent infrequently, or only to new users. If the maintenance window is not on the standard schedule, reminders should be sent one day, three hours, one hour, and fifteen minutes in advance, and another reminder should be sent when the maintenance window is concluded and all systems are back online.</li></div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><li>'''Incident notifications''' should include incident information including systems and participant teams affected, and current resolution activities. The initial notification should be sent as soon as the incident is verified, with time of discovery as well as when the incident started. While researching the incident, notices should be sent as specified in the <del class="diffchange diffchange-inline">SLA—every </del>15 to 30 minutes for critical systems, and less frequently for non-critical systems. When the incident is resolved, a final notification should be sent describing the resolution and any further actions necessary.</li></div></td><td class='diff-marker'>+</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><li>'''Incident notifications''' should include incident information including systems and participant teams affected, and current resolution activities. The initial notification should be sent as soon as the incident is verified, with time of discovery as well as when the incident started. While researching the incident, notices should be sent as specified in the <ins class="diffchange diffchange-inline">OLA—every </ins>15 to 30 minutes for critical systems, and less frequently for non-critical systems. When the incident is resolved, a final notification should be sent describing the resolution and any further actions necessary.</li></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Enhancement or upgrade notifications''' should be sent when anything affecting services covered by the OLA is put on a schedule for implementation, and include how the participant teams are affected. Reminders should be sent one day before the change is implemented, and another afterward confirming installation.</li></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Enhancement or upgrade notifications''' should be sent when anything affecting services covered by the OLA is put on a schedule for implementation, and include how the participant teams are affected. Reminders should be sent one day before the change is implemented, and another afterward confirming installation.</li></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Metrics reports''' should be sent as defined in the OLA to participants who have opted in to getting the metrics reports. Participants who also have SLAs may use these reports as part of their reports to their users.</li></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Metrics reports''' should be sent as defined in the OLA to participants who have opted in to getting the metrics reports. Participants who also have SLAs may use these reports as part of their reports to their users.</li></div></td></tr>
<tr><td colspan="2" class="diff-lineno" id="L682" >Line 682:</td>
<td colspan="2" class="diff-lineno">Line 682:</td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr><td valign="top">Capacity management</td><td>The management of the capability, functionality, and sustainability of service components (including hardware, software, network resources, and software/infrastructure as a service) to meet current and forecast needs in a cost-efficient manner aligned to the business. This includes predicting both long-term changes and short-term variations in the level of capacity required to execute the service, and deployment, where appropriate, of techniques to control the demand for a particular resource or service.</td><td valign="top">4-5</td></tr></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr><td valign="top">Capacity management</td><td>The management of the capability, functionality, and sustainability of service components (including hardware, software, network resources, and software/infrastructure as a service) to meet current and forecast needs in a cost-efficient manner aligned to the business. This includes predicting both long-term changes and short-term variations in the level of capacity required to execute the service, and deployment, where appropriate, of techniques to control the demand for a particular resource or service.</td><td valign="top">4-5</td></tr></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr><td valign="top">Security administration</td><td>The provision of operational security management and administrative services. This typically includes the authorization and monitoring of access to EIT facilities or infrastructure, the investigation of unauthorized access, and compliance with relevant legislation.</td><td valign="top">1-5</td></tr></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr><td valign="top">Security administration</td><td>The provision of operational security management and administrative services. This typically includes the authorization and monitoring of access to EIT facilities or infrastructure, the investigation of unauthorized access, and compliance with relevant legislation.</td><td valign="top">1-5</td></tr></div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><tr><td valign="top">Penetration testing</td><td>The assessment of organizational vulnerabilities through the design and execution of penetration tests that demonstrate how an adversary can either subvert the organization's security goals (e.g., the protection of specific intellectual property) or achieve specific adversarial objectives (e.g., establishment of a covert command and control infrastructure). Pen test results provide deeper insight into the business risks of various vulnerabilities.</td><td valign="top"><del class="diffchange diffchange-inline">?</del></td></tr></div></td><td class='diff-marker'>+</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><tr><td valign="top">Penetration testing</td><td>The assessment of organizational vulnerabilities through the design and execution of penetration tests that demonstrate how an adversary can either subvert the organization's security goals (e.g., the protection of specific intellectual property) or achieve specific adversarial objectives (e.g., establishment of a covert command and control infrastructure). Pen test results provide deeper insight into the business risks of various vulnerabilities.</td><td valign="top"><ins class="diffchange diffchange-inline">4-6</ins></td></tr></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr><td valign="top">Application support</td><td>The provision of application maintenance and support services, either directly to users of the systems or to service delivery functions. Support typically includes investigation and resolution of issues and may also include performance monitoring. Issues may be resolved by providing advice or training to users, devising corrections (permanent or temporary) for faults, making general or site-specific modifications, updating documentation, manipulating data, or defining enhancements. Support often involves close collaboration with the system's developers or with colleagues specializing in different areas, such as database administration or network support.</td><td valign="top">2-5</td></tr></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr><td valign="top">Application support</td><td>The provision of application maintenance and support services, either directly to users of the systems or to service delivery functions. Support typically includes investigation and resolution of issues and may also include performance monitoring. Issues may be resolved by providing advice or training to users, devising corrections (permanent or temporary) for faults, making general or site-specific modifications, updating documentation, manipulating data, or defining enhancements. Support often involves close collaboration with the system's developers or with colleagues specializing in different areas, such as database administration or network support.</td><td valign="top">2-5</td></tr></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr><td valign="top">EIT infrastructure</td><td>The operation and control of the EIT infrastructure (typically hardware, software, data stored on various media, and all equipment within wide and local area networks) required to deliver and support EIT services and products to meet the needs of a business. Includes preparation for new or changed services, operation of the change process, the maintenance of regulatory, legal, and professional standards, the building and management of systems and components in virtualized computing environments, and the monitoring of performance of systems and services in relation to their contribution to business performance, their security, and their sustainability.</td><td valign="top">1-4</td></tr></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr><td valign="top">EIT infrastructure</td><td>The operation and control of the EIT infrastructure (typically hardware, software, data stored on various media, and all equipment within wide and local area networks) required to deliver and support EIT services and products to meet the needs of a business. Includes preparation for new or changed services, operation of the change process, the maintenance of regulatory, legal, and professional standards, the building and management of systems and components in virtualized computing environments, and the monitoring of performance of systems and services in relation to their contribution to business performance, their security, and their sustainability.</td><td valign="top">1-4</td></tr></div></td></tr>
</table>Invictahttp://eitbokwiki.org/index.php?title=Operations_and_Support&diff=1850&oldid=prevInvicta at 03:04, 19 December 20172017-12-19T03:04:03Z<p></p>
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<td colspan='2' style="background-color: white; color:black; text-align: center;">← Older revision</td>
<td colspan='2' style="background-color: white; color:black; text-align: center;">Revision as of 03:04, 19 December 2017</td>
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<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><p>Define requirements for how to structure the support staff to handle the varying levels of support the assets require, especially depending on the support schedule. The monitoring staff would call for support when a system is not performing as expected or within defined thresholds.</p></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><p>Define requirements for how to structure the support staff to handle the varying levels of support the assets require, especially depending on the support schedule. The monitoring staff would call for support when a system is not performing as expected or within defined thresholds.</p></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><ul></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><ul></div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><li>'''Support hierarchy'''—Most organizations have multiple levels of support, with increasing technical expertise. Larger organizations can provide support for the majority of issues with cheaper staff in the lower levels.<del class="diffchange diffchange-inline"><br /></del><br /></div></td><td class='diff-marker'>+</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><li>'''Support hierarchy'''—Most organizations have multiple levels of support, with increasing technical expertise. Larger organizations can provide support for the majority of issues with cheaper staff in the lower levels.<br /></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><table cellpadding="5" border="1"></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><table cellpadding="5" border="1"></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"><td>'''Self service''' (lowest)</td></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"><td>'''Self service''' (lowest)</td></div></td></tr>
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<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"><td>'''On-site technician'''</td></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"><td>'''On-site technician'''</td></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><td>This level of support is the highest level, and sends a technician to the site when all lower levels have failed to resolve the caller's issue. This level of support is sometimes called ''Tier 3''.</td></tr></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><td>This level of support is the highest level, and sends a technician to the site when all lower levels have failed to resolve the caller's issue. This level of support is sometimes called ''Tier 3''.</td></tr></div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div></table<del class="diffchange diffchange-inline">><br /</del>></div></td><td class='diff-marker'>+</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div></table></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Escalation'''—In organizations with multiple support levels, a process for moving an issue to a higher level is necessary to minimize time spent effectively resolving the issue.</div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Escalation'''—In organizations with multiple support levels, a process for moving an issue to a higher level is necessary to minimize time spent effectively resolving the issue.</div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><p><strong><em>When</em> to escalate: </strong></p></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><p><strong><em>When</em> to escalate: </strong></p></div></td></tr>
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<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><p>User support auditing is also important. The level and frequency of auditing or review corresponds to the maturity of the EIT organization and the industry requirements. Auditing can be critical for organizations dealing with healthcare or finances, or organizations that deal with human resources information.</p></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><p>User support auditing is also important. The level and frequency of auditing or review corresponds to the maturity of the EIT organization and the industry requirements. Auditing can be critical for organizations dealing with healthcare or finances, or organizations that deal with human resources information.</p></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><h4>Types of User Support Teams</h4></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><h4>Types of User Support Teams</h4></div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><p>User support can be provided in a number of ways, including embedded support, in-house remote support, and offshore support.</p> <del class="diffchange diffchange-inline">***</del></div></td><td class='diff-marker'>+</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><p>User support can be provided in a number of ways, including embedded support, in-house remote support, and offshore support.</p></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><p>'''Embedded support''' means that the EIT support staff is co-located directly with the business unit. Having the support team embedded in business unit makes support convenient from the business side; however, from the EIT side, the main drawback is the possibility of resistance to EIT standards, such as using a ticketing system consistently. If there are enterprise standards, co-location with the business unit can bring extra pressure to ignore standards in favor of business needs.</p></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><p>'''Embedded support''' means that the EIT support staff is co-located directly with the business unit. Having the support team embedded in business unit makes support convenient from the business side; however, from the EIT side, the main drawback is the possibility of resistance to EIT standards, such as using a ticketing system consistently. If there are enterprise standards, co-location with the business unit can bring extra pressure to ignore standards in favor of business needs.</p></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><p>'''In-house remote support''' means that the EIT organization provides support in a separate location from the users. Users contact the support center to report issues and receive support services. Some travel between the remote location, the datacenter, and the user locations occurs when necessary.</p></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><p>'''In-house remote support''' means that the EIT organization provides support in a separate location from the users. Users contact the support center to report issues and receive support services. Some travel between the remote location, the datacenter, and the user locations occurs when necessary.</p></div></td></tr>
</table>Invictahttp://eitbokwiki.org/index.php?title=Operations_and_Support&diff=1849&oldid=prevInvicta at 03:02, 19 December 20172017-12-19T03:02:21Z<p></p>
<table class='diff diff-contentalign-left'>
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<td colspan='2' style="background-color: white; color:black; text-align: center;">← Older revision</td>
<td colspan='2' style="background-color: white; color:black; text-align: center;">Revision as of 03:02, 19 December 2017</td>
</tr><tr><td colspan="2" class="diff-lineno" id="L201" >Line 201:</td>
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<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Customization''' is the process of changing a vendor's source code to change the functionality of software. Customization can be performed by the vendor that owns the software, or by the user if they have a software development toolkit (SDK) or the actual source code. One risk with customization is that implemented changes can be overwritten and lost when performing maintenance using vendor-supplied files.</li></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Customization''' is the process of changing a vendor's source code to change the functionality of software. Customization can be performed by the vendor that owns the software, or by the user if they have a software development toolkit (SDK) or the actual source code. One risk with customization is that implemented changes can be overwritten and lost when performing maintenance using vendor-supplied files.</li></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Maintenance''' is the process of applying changes to applications via files provided by the suppliers.<br /></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><li>'''Maintenance''' is the process of applying changes to applications via files provided by the suppliers.<br /></div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><table border="1" style=<del class="diffchange diffchange-inline">"margin-left:50px</del>" cellpadding="5"></div></td><td class='diff-marker'>+</td><td style="color:black; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><table border="1" style="cellpadding="5"></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><tr valign="top"></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><th style="background-color: #58ACFA; width:15%"><font color="white">Feature</font></th><th style="background-color: #58ACFA; width:30%"><font color="white">Configuration</font></th><th style="background-color: #58ACFA; width:30%"><font color="white">Customization</font></th><th style="background-color: #58ACFA; width:25%"><font color="white">Maintenance</font></th></tr></div></td><td class='diff-marker'> </td><td style="background-color: #f9f9f9; color: #333333; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #e6e6e6; vertical-align: top; white-space: pre-wrap;"><div><th style="background-color: #58ACFA; width:15%"><font color="white">Feature</font></th><th style="background-color: #58ACFA; width:30%"><font color="white">Configuration</font></th><th style="background-color: #58ACFA; width:30%"><font color="white">Customization</font></th><th style="background-color: #58ACFA; width:25%"><font color="white">Maintenance</font></th></tr></div></td></tr>
</table>Invicta