Transition Management

http://consulting-pluggedin.blogspot.in/2010/12/am-transition-planning.html

Help Desk Software vs. Service Desk Software

Help Desk Software vs. Service Desk Software

Benefits of Implementing a Service Desk

Ref: http://www.infosectoday.com/Articles/ITIL_and_Security_Management.htm

Benefits of Implementing a Service Desk

• Increased first call resolution
• Skill based support
• Rapidly restore service
• Improved incident response time
• Quick service restoration
• Improved tracking of service quality
• Improved recognition of trends and incidents
• Improved employee satisfaction

Processes Utilized by the Service Desk

• Workflow and procedures diagrams
• Roles and responsibilities
• Training evaluation sheets and skill set assessments
• Implemented metrics and continuous improvement procedures

Businesses Must Grow, Not Problems

How ITIL-based IT Help Desk can help Small and Medium Businesses

Everybody knows Bob! Bob works in the IT department of a Financial Services company. When the Office staff have a problem, they call him and say, “Hey Bob, I have a situation here, Can you fix it”. Bob knows all the employees by name and their assets details. He fixes all problems and runs a great show. The business is going great and the company expands adding more employees providing them more IT Services. Can Bob still run the show? Let us see how ITILbased Help Desk Software can help Bob and businesses with a similar IT Help Desk team to run a great show

http://www.manageengine.com/products/service-desk/ITIL-help-desk-smb-whitepaper.html

 

http://www.manageengine.com/products/service-desk/me-itil-sdp-helpdesk-smb.pdf

 

ITIL Processes and Functions

Source: http://svprojectmanagement.com/

ALM Tools

What is ALM?
ALM is a continuous process of managing the life of an application through governance, development and maintenance. This is achieved through Integrating Requirement Management, Architecture, Coding, Testing , Tracking and Release management

Links:
IBM ALM
Microsoft Team Foundation Server (TFS)
HP ALM
Atlassian JIRA

Connectors, Integrators

Integrate Rational ALM applications with SAP Solution Manager
Businesses with SAP environments that need to adapt to changing needs quickly will benefit from an open, extensible ALM platform that is based on industry standards. With tools that scale existing processes, reduce costs, and use a quality-based approach, you will meet business objectives efficiently, too. Learn how and why integrating SAP's Solution Manager with Rational ALM applications optimizes deployment for SAP and non-SAP projects.

This article explains how you can integrate SAP's Solution Manager with these IBM® Rational® application lifecycle management (ALM) applications:
 •Rational® Quality Manager 3.0.1 and later
 •Rational® Requirements Composer 3.0.1 and later
 •Rational Team Concert™ 3.0.1 and later
 •Rational® RequisitePro® version 7.1.1 and later
 •Rational® ClearQuest® version 7.1.1 or 8.0 and later

Note:
SAP Solution Manager 7.1 SP 2 is required for this integration.

An integrated ALM platform for SAP and non-SAP projects delivers a comprehensive and automated approach for requirements, quality, and change management. It helps customers with the difficulty of managing change within their SAP environments in a manner that addresses both the speed that the business demands and the need to cut IT costs. These customers require an open, extensible ALM platform that is based on industry standards

The Rational Connector for SAP Solution Manager helps customers change quickly and efficiently with cost-effective Rational software, processes, and services for SAP. This offers several benefits:
 •Increased quality and speed of deployed business processes to SAP environments, despite decreasing budgets and other resources
 •A holistic approach to managing the lifecycle of purchased and in-house applications
 •All business processes are deployed and tested
 •An ability to manage and test SAP and non-SAP projects in a unified way

Integrators from IBM ALM:
Integrate your tools: What works with what?
Integrate Rational Focal Point with Collaborative Lifecycle Management applications
Using IBM Rational Team Concert with HP ALM (Video)
Rational Adaptor for HP ALM
Rational Adaptor for JIRA
Rational Adaptor for Git

Integrators from HP ALM
HP Enterprise Integration Module for SAP Solution Manager

Release Management

What is Release Management?
Release Management is the process of planning, building, testing and deploying
hardware and software and the version control and storage of software.
Its purpose is to ensure that a consistent method of deployment is followed. It
reduces the likelihood of incidents as a result of rollouts and ensures that only
tested and accepted versions of hardware and software are installed at any time.

Ref: http://itil.it.utah.edu/downloads/fits_release.pdf

Software Release Management Best Practices

http://blog.fortified-bikesheds.com/2011/12/so-what-is-it-we-do-again.html

http://www.linkedin.com/groups/Release-Management-Template-2251895.S.86826743

https://www.voa.va.gov/DocumentView.aspx?DocumentID=172

What is the relation between release and change management?

http://wiki.servicenow.com/index.php?title=Release_Management_Tools

ITIL Software Release Management Process Maps

Release Management Best Practices-Plutora
7 Benefits of Release Management - Plutora
8 Ways to Improve your Enterprise Release Management Process
What is Release Manager?-Plutora
Release Manager Job - Plutora
The Release Engineers job-Plutora
Agile Release Management - Plutora
Release Management for Outsourced Services - Plutora
Release Planning  - Plutora
IT Release Planning in Plutora
What is a Release Train?-Plutora
Monthly vs Quarterly Release Cycles-Plutora
Release Entry and Exit criteria’s – Gates and Approvals-Plutora
Your Release Schedule is an important part of the Release process-Plutora
IT Release Schedules - Plutora
ITIL Release Management System - Plutora
10 Key Release Management Metrics - Plutora
Release reporting metrics, it’s art rather than science - Plutora
The link between Change Management and Release Management-Plutora
The link between Project Management and Release Management-Plutora
Release Management Pain Points and Essential Capabilities-Plutora

Release Management Deployment Management Solution-Evolven
Environments Management—A Key Component for Release Management
Release Management: Where to Start?
Release and Change Management
Release Management with Team Foundation Server 2012

Microsoft Acquires InCycle’s Release Management Service InRelease To Improve Its Team Foundation Server

IBM Tivoli Release Process Manager - Features, advantages and benefits

Automating Software Release Management with IBM Rational ClearCase and IBM Rational ClearQuest
Ensure quality software rollouts using automated release management tools: IBM Tivoli Software
Centralize control, assess business impact, increase visibility and automatemanual tasks: IBM Tivoli Release Process Manager

Excel VBA/Macro Learning site

Excel Training Tutorials
Get web page data into Excel using VBA
Create a Work Breakdown Structure (WBS) in Excel
Obtaining Stock Prices in Excel
Importing Yahoo Financial Data into Excel
http://www.techonthenet.com/excel/index.php
http://beatexcel.com/
Plotting Multiple Data Series in Excel
How To... Plot Multiple Data Sets on the Same Chart in Excel 2010

SharePoint Learning Sites

SharePoint Learning sites:
FastSharePoint: SharePoint Tutorials for beginners, administrators and developers
Introduction to designing and customizing workflows

Videos on MS Project and Sharepoint:
Managing Projects using SharePoint
Synchronize MS Project with SharePoint Online

Videos on SharePoint Features:
SharePoint in Plain English
How to Collaborate with a SharePoint Intranet (HD) (blog site)
How to Collaborate with a SharePoint Intranet (HD)
SharePoint 2010 Forms and Workflows
Building a Leave Request Solution from A to Z
Creating a SharePoint 2013 Leave Requests Workflow
How to Automate with a SharePoint Intranet (HD)
Creating a SharePoint 2013 Helpdesk Workflow (blog site)
Creating a SharePoint 2013 Helpdesk Workflow (Video)
Creating a SharePoint 2013 Project Site (blog site)
Creating a SharePoint 2013 Project Site (Video)
How to Analyse with a SharePoint Intranet (HD)

ITIL Wiki

ITIL Wiki
The ITIL Wiki: All about ITIL 2011 (ITIL V3 2011 Edition)
The ITIL Wiki offers complete coverage of ITIL and the ITIL Service Lifecycle.
Take a look at the following pages on the ITIL stages, including detailed descriptions of the ITIL processes and sub-processes, complete with their inputs and outputs, corresponding ITIL roles, and metrics (KPIs):

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

http://itil.it.utah.edu/index.html

ITSM Community templates download page

Links from Universities and Colleges Information Systems Association (UCISA)

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

Ticketing Tools

Open Source Ticketing Tool
SpiceWorks:
osTicket
Freshdesk

Ticketing Tools:
PinkVERIFY 2011 Toolsets
PinkVERIFY 3.1 Toolsets
PinkVERIFY 3.0 Toolsets
BMC Remedy ITSM Tool
ServiceNow
HP Service Anywhere
Zendesk
ServiceDesk Plus from ManageEngine
assyst Service Management Software
assystSaaS
Marval
Cherwell Service Level Management Software
Hornbill
Service Desk Tools
MyServiceDesk
Helpdesk Report
Helpdesk and IT Software List
EasyVista
HarePoint HelpDesk for SharePoint
HarePoint HelpDesk for SharePoint Editions comparison and roadmap
Help Desk Premier

Link to the list of 300+ ITIL tools
Free HelpDesk tools for ITIL / ITSM
ITSM / ITIL / Help Desk Tools
IT Service Management Tools from Kloudax
The Forrester SaaS ITSM Tool Market Overview: Who Is Where With What
Source:Wiki
Comparision of help desk issue tracking software
Comparision of issue-tracking systems
Magic Quadrant for IT Service Support Management Tools

Want to know the difference between Help Desk, Asset Management, ITIL Ready

How to choose a perfect Service Desk/ITSM tool in 5 days?

http://www.itsmcommunity.org/Resources/tools/
Staffing Calculation Tool For Service Desks
OGC Self Assessment Tool For ITIL Service Delivery
OGC Self Assessment Tool For ITIL Service Support
ITSM Metrics Modeling Tool
DICE Model — ITIL Project Success Prediction Tool
 

Unknown popular sites

Audacity: Audacity® is free, open source, cross-platform software for recording and editing sounds.
VoiceThread:
Pintrest:
Articulate:
Animoto:
LiveBinders:
KhanAcademy
QuizLet
Scribd
Screenr
Instapaper
PollEverywhere
Lino: Sticky, Photo sharing
Doodle

Source:http://www.slideshare.net/janehart/toptools2012?utm_source=slideshow03&utm_medium=ssemail&utm_campaign=share_slideshow