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Saturday, August 25, 2012

5 Simple Steps to ISO Certification

5 Simple Steps to ISO Certification

A fixed fee, tailored solution to ISO certification

ISO certification could not be easier for your business. With IMSM’s fixed fee, flexible approach you know where you are financially from start to finish.
Identify and understand your business requirement

What does success look like?

“What does success look like?”   This question acts as a starting point. Once defined, we can ensure that our business solution delivers on your success criteria. We examine and outline your businesses key activities in relation to your clients’ quality requirements. We will then work towards agreed outcomes and delivery dates.

Produce your organisation’s quality manual

 Assessor will examine your organisation’s existing procedures and identify conformances to the ISO standard. They will then put together your quality manual which indicates how you should operate going forward.

Facilitation of IMSM training to enhance adoption of the quality framework

 Assessor develop and deliver tailored training programmes for your staff. Training ensures full understanding and implementation of the quality controls being put in place. Employee development will reinforce the fundamental returns on continual improvement and profitability.

Submission to a third party for external auditing

The external audit is the monitoring of the company’s conformance to the ISO standard. Your organisation will be submitted to the third party certifying body deemed suitable for your company.   Assessor  will continually support and guide your business to conformity through all of the above stages as well as leading up to the audit.

Your organisation is awarded ISO certification

Once confirmed as being ISO standard compliant, your organisation will then be presented with the ISO certificate. You can then promote that you have gained international recognition to your target market.

Apakah ISO 20000: 2005 IT itu?

ISO 20000: 2005 Information Technology

ISO 20000 will optimise your IT infrastructure and reduce risk

ISO 20000 will ensure you stay ahead in today’s online world. Your business needs to meet with the increasing client and business demands for consistent, quality and cost effective IT services.
ISO 20000 will bring your business benefits, including:
  • Reduce risk, cut costs and generate higher profit
  • Improved efficiency, reliability and consistency of IT services
  • More focused and consistent documentation processes
  • Increase managerial control and responsibilities, increasing ownership
  • Methods to measure and evaluate performance, processes and practices, providing more structured opportunities for continual improvement
  • ISO 20000 will help you set up transparent and optimised IT service management systems
  • ISO 20000 will enhance and strengthen IT management and control
  • Ensure your company meets with the high demands of IT governance
ISO 20000 will align your IT service management with an overall business strategy and create a platform for effective business continuity management.
Ensure that your company’s IT systems are performing effectively
IT is essential for delivering business today. Increasingly questions are raised with regards to the compliance of IT services and meeting the requirements of businesses and customers. IT service management systems are a recognised solution to this problem. They help to demonstrate both internally and externally that a business is meeting best practice. ISO 20000 takes a comprehensive approach to IT service management and defines a set of processes needed to deliver an effective service.

ISO/IEC 20000 is the first international standard for IT service management. It was developed in 2005, by ISO/IEC JTC1 SC7 and revised in 2011.[1] It is based on and intended to supersede the earlier BS 15000 that was developed by BSI Group.[2]
Formally: ISO/IEC 20000-1:2011 ('part 1') includes "the design, transition, delivery and improvement of services that fulfil service requirements and provide value for both the customer and the service provider. This part of ISO/IEC 20000 requires an integrated process approach when the service provider plans, establishes, implements, operates, monitors, review, maintains and improves a service management system (SMS).". The 2011 version (ISO/IEC 20000-1:2011) comprises nine sections:
  1. Scope
  2. Normative references
  3. Terms and definitions
  4. Service management system general requirements
  5. Design and transition of new or changed services
  6. Service delivery processes
  7. Relationship processes
  8. Resolution processes
  9. Control processes
ISO/IEC 20000-2:2012 provides guidance on the application of service management systems (SMS) based on the requirements in ISO/IEC 20000-1:2011.
ISO/IEC TR 20000-3:2009 provides guidance on scope definition, applicability and demonstration of conformance for service providers aiming to meet the requirements of ISO/IEC 20000-1, or for service providers who are planning service improvements and intending to use ISO/IEC 20000 as a business goal. It supplements the advice in ISO/IEC 20000-2, which provides generic guidelines for implementing an SMS in accordance with ISO/IEC 20000-1.
ISO/IEC TR 20000-4:2010 is intended to facilitate the development of a process assessment model according to ISO/IEC 15504 process assessment principles. ISO/IEC 15504-1 describes the concepts and terminology used for process assessment. ISO/IEC 15504-2 describes the requirements for the conduct of an assessment and a measurement scale for assessing process capability.
ISO/IEC TR 20000-5:2010 is an exemplar implementation plan providing guidance to service providers on how to implement a service management system to fulfil the requirements of ISO/IEC 20000-1 or for service providers who are planning service improvements and intending to use ISO/IEC 20000 as a business goal. It could also be useful for those advising service providers on how to best achieve the requirements of ISO/IEC 20000-1.
ISO/IEC 20000, like its BS 15000 predecessor, was originally developed to reflect best practice guidance contained within the ITIL (Information Technology Infrastructure Library) framework, although it equally supports other IT Service Management frameworks and approaches including Microsoft Operations Framework and components of ISACA's COBIT framework. The differentiation between ISO/IEC 20000 and BS 15000 has been addressed by Jenny Dugmore.[3][4]
The standard was first published in December 2005. In June 2011, the ISO/IEC 20000-1:2005 was updated to ISO/IEC 20000-1:2011. In February 2012, ISO/IEC 20000-2:2005 was updated to ISO/IEC 20000-2:2012.

Friday, August 24, 2012

Saatnya berpindah ke 802.11n

802.11n for Midmarket BYOD: Why now?

Sangita Patel
August 16, 2012 at 10:15 am PST

We're in the midst of an incredible megatrend. We know it and we're living it. We all love our mobile devices; whether it's our laptop (yes, I'm sitting at my kids swim class typing away for work), our mobile phone (I'm getting texts on what's for dinner), or our tablet (where Draw Something awaits me). Apple recently stated that they have sold more than 67 million iPads in the recent 18 months. That is more than all the Mac sales in the past 27 years. There's no denying it:  we are in the midst of an incredible megatrend—a mobile megatrend.

But what does this mean to businesses?From the IT perspective, the role of the mobile devices has transformed from a luxury item used for personal communication and entertainment to an integral tool for employee productivity. Mobile devices are now the main platform for work (laptop or tablet) and the primary medium for corporate contact (mobile phone). With employees bringing an average of two mobile devices each (laptop/tablet + mobile phone), companies can reap the benefits of new business opportunities and more productive employees.

Sound good? There's a caveat. In order to harness all that potential, you have to overcome the Bring-Your-Own-Device (BYOD) challenge: you need reliable, pervasive wireless coverage to ensure the wireless bandwidth and link-reliability required to support the increased number of mobile devices in the workplace.

So you're the IT administrator for a mid-sized company and you're thinking, "But I already have wireless coverage. I'm covered, aren't I?"

Consider a medium sized business with a legacy 802.11a/b/g wireless infrastructure and an average of two mobile devices per employee. In this scenario, each device is sharing 802.11a/g's 54Mbps bandwidth per access point. What's worse, 802.11b access points only supports 11Mbps. How are you going to provide the necessary connectivity required to support the proliferation of mobile devices in your workplace when you're limited by bandwidth?

It's time for Mid-market to move to 802.11n. From a pure numbers perspective, an entry-level 802.11n 2x2:2 access point supports 300 Mbps. That's a 6X boost in network performance with 802.11n. The best part is that 802.11n can support a mixed client environment; supporting a mix of 802.11a/b/g/n clients.

Let's take a quick look on the impact of 802.11n on different market segments:

Education: Take a classroom or lecture hall full of students with one mobile device each, sharing 802.11a/g's 54Mbps bandwidth per access point. Even if students are only using 2Mbps each, the bandwidth for classroom collaboration applications is limited to supporting fewer than 30 students. An 802.11n access point would support increased bandwidth and more students with its 300Mbps.

Healthcare: Imagine a mid-size medical group's key medical personnel trying to keep critical communication over a shared 802.11a/g's 54Mbps bandwidth per access point. Slow or unreliable connections are not acceptable. With 802.11n, link reliability and bandwidth availability would be more assured. Additionally, the additional increase in available bandwidth would provide patients with wireless guest-access as a service and encourage deployment of additional applications, such as digital records in patient or diagnosing rooms.

Corporate Businesses: Imagine a medium-size real estate, technology, financial services, or other medium business with each employee using a laptop and a smartphone on the wireless network, sharing 802.11a/g's 54Mbps bandwidth per access point. This worked fine when employees were tied to their desks, leveraging their wired port. 802.11n, with increased bandwidth and stronger link reliability, would enable employees to stay connected on-the-go, increasing productivity and collaboration in hallways, conference rooms, break rooms, and offices.

Retail: Think Apple store with their employees walking around with their mobile point-of-sale devices. There's no question that leveraging these point-of-sale devices is feasible over 802.11a/g's 54Mbps bandwidth per access point. 802.11n would enable new and flexible ways to do business. Furthermore, mid-market businesses could take advantage of the additional bandwidth to encourage more users on the network to benefit from rich applications, such as location-based services to push specials to the end customer.

In addition to providing the necessary bandwidth to leverage the BYOD trend, 802.11n provides the additional upside of reliability. With the introduction of 802.11n a few years ago, came the insertion of MIMO (multiple-in-multiple-out). MIMO ensures a greater SNR (signal to noise ratio), enabling a more reliable transmission and a stronger transmission signal. On one end of the spectrum, the same data stream is transmitted over multiple antennas. This data stream takes multiple paths to the multiple receivers. The receivers now mathematically combine these multipath signals to result in a single optimal receive signal overcoming interfering noise and ensuring link reliability. On the other end, we have each transmit antenna transmitting a different stream of data, optimizing the full bandwidth potential. Leveraging the combination of these spectrum ends, 802.11n provides increased reliability along with increased bandwidth.

802.11n inherently offers a better mobile experience than the legacy infrastructure with:

Increased 300 Mbps per access point bandwidth to support an increased number of devices

Greater availabggility of bandwidth to connect more users to the network

Improved link reliability to ensure optimized connectivity

New opportunities for increased service features and new revenue streams

We're in the midst of the BYOD megatrend, and a strong wireless network is required to tap into new revenue opportunities and increase productivity. There is no better tool for this than 802.11n wireless technologies to ensure performance, reliability, and scalability. Mid-market businesses can leverage 802.11n network performance simply, affordably and securely with Cisco's Mid-market BYOD Solution. Check it out.
build-access-manage at

Wednesday, August 22, 2012

ManageEngine ServiceDesk Plus Launches Project Management Beta

New Module Debuts at LEADit 2012 in Australia;
Unifies Service Desk and the Project Management Office

New ServiceDesk Plus features: project milestones and tasks integration, task planning management, effort estimation, Gantt view, and cost calculations

Meet ManageEngine at LEADit 2012 in booth #S5

LEADit 2012

PLEASANTON, Calif.--(BUSINESS WIRE)--ManageEngine, the real-time IT management company, today announced the beta version of its Project Management module for the company's ITIL-ready help desk software, ServiceDesk Plus. Available immediately, the Project Management beta module is designed for different teams and experts to collaborate in managing help desk projects of any size. With the ability to split a project into different milestones — and milestones into numerous tasks — ITSM team members can manage and track tasks from start to finish.

e today's announcement at LEADit 2012, the 15th Annual National Conference of itSMF Australia, running August 20-22 at the Gold Coast Convention Centre in Queensland. A silver sponsor of the show, ManageEngine will be demonstrating ServiceDesk Plus and the Project Management beta module in booth number S5.

"The Project Management module in ServiceDesk Plus breaks down the project and service silos. Now, ServiceDesk Plus provides IT organizations with an integrated solution that gives them provisioning access to resources, which fosters the frictionless delivery of IT services."


Making Large Projects in IT Departments Manageable

IT companies today face significant challenges in supporting operational processes and service management as individual, isolated activities. As an IT department scales up, it needs an integrated tool to manage large projects and implementations. Otherwise, individual projects may become silos of activity that inadvertently change configuration items and adversely impact related, critical applications or services.

"The need of the hour is the convergence of service desk and project management for large projects in IT organizations," said Uma Shankar, director of product management at ManageEngine. "The Project Management module in ServiceDesk Plus breaks down the project and service silos. Now, ServiceDesk Plus provides IT organizations with an integrated solution that gives them provisioning access to resources, which fosters the frictionless delivery of IT services."

The Project Management module in ServiceDesk Plus serves as the implementation tool to carry out IT changes identified in the application's Change Management module. The Project Management module helps administrators and project managers create milestones and tasks on new projects and assign resources based on the requirements and availability.

The Project Management module can perform feasibility checks by cost estimation and resource management. In addition, the module tracks all the changes made and tasks completed through the help of a Gantt chart and Calendar View, and it documents the projects implemented in IT.

The advantages of service desk and project management fusion are highlighted in the recent webinar, "The Convergence of the Service Desk and the Project Management Office." Featuring Charles Betz, research director of IT Portfolio Management at Enterprise Management Associates, and hosted by ManageEngine, the webinar shares insights, use cases and best practices for combining these two functions. A replay of the webinar is available at

Pricing and Availability

The beta version of the ServiceDesk Plus Project Management module is available immediately, free of charge, for customers of ServiceDesk Plus Enterprise Edition. The production version of the Project Management module will be generally available later this year and will also be free for ServiceDesk Plus Enterprise Edition customers.

For more information on ManageEngine ServiceDesk Plus, please visit For more information on ManageEngine, please visit; follow the company blog at, on Facebook at and on Twitter at @ManageEngine.
build-access-manage at

Tuesday, August 21, 2012

IT service management and automation

IT Service Management AND Automation: Now That's A Double Whammy Of Business-Enabling Goodness

Lima Level Kepemimpinan

Lima level kepemimpinan
1. Posisi / rights (hak)
Orang mengikuti Anda karena mereka harus melakukan hal tersebut. Catatan: Pengaruh Anda tidak akan melampaui batasan-batasan deskripsi pekerjaan Anda. Semakin lama Anda bertahan di sini, semakin tinggi perputaran karyawan dan semakin rendah semangat juang.

2. Izin / Relationship (hubungan)
Orang mengikuti Anda karena mereka ingin melakukan hal tersebut. 
Catatan: orang akan mengikuti Anda hingga melampaui wewenang yang ditetapkan kepada Anda. Level ini akan memungkinkan pekerjaan menjadi sesuatu yang menyenangkan. Peringatan: bertahan terlalu lama di level ini tanpa peningkatan akan mengakibatkan orang-orang yang bermotivasi tinggi menjadi gelisah .

3. Produksi / Result (hasil)
Orang mengikuti Anda karena yang telah Anda lakukan untuk organisasi tersebut.
Catatan: ini adalah tempa kesuksesan dirasakan oleh sebagian besar orang. Mereka menyukai Anda dan apa yang tengah Anda lakukan. Berbagai permasalahan terselesaikan dengan upaya yang sangat sedikit berkat momentum tersebut.

4. Pengembangan diri / Reproduksi
Orang mengikuti Anda karena apa yang telah Anda lakukan untuk mereka. 
Catatan: ini adalah tempat pertumbuhan jangka panjang terjadi. Komitmen Anda untuk mengembangkan para pemimpin akan menjamin pertumbuhan yang berkelanjutan bagi organisasi dan manusia yang di dalamnya. Lakukan apa pun yang dapat Anda lakukan untuk mencapai dan bertahan di level ini.

5. Kedirian / Respect (rasa hormat)
Orang mengikuti Anda karena siapa Anda dan apa yang telah Anda representasikan.
Catatan: Langkah ini ditujukan bagi para pemimpin yang telah menghabiskan waktu bertahun-tahun untuk mengembangkan orang lain dalam organisasi. Hanya sedikit yang berhasil. Mereka yang berhasil adalah orang-orang yang mengagumkan.

John C Maxwell