[debian-edu-commits] [Debian Wiki] Update of "DebianEdu/Documentation/en/ITIL/Support" by PetterReinholdtsen

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The "DebianEdu/Documentation/en/ITIL/Support" page has been changed by PetterReinholdtsen:
https://wiki.debian.org/DebianEdu/Documentation/en/ITIL/Support?action=diff&rev1=24&rev2=25

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  ||Definitive Software Library||Ensure that the appropriate software packages to be installed are in place in the definitive software library.||
  ||Configuration database||Be sure to have in place all configuration files. This applies both to those who are in use, and the new ones supplied in systems to be changed or updated.||
  ||Build management||All scripts and systems used to deploy or create disk images must be in place.||
- ||Testing||First, run trials on test equipment. When this works without any problems, it can be tested at a school. The school must be fully informed about, and fully in on trying out new software. When one is sure that everything works, you can upgrade for all.||
+ ||Testing||First, run trials on the test equipment. When this works without any problems, it can be tested at a school. The school must be fully informed about this, and fully aware about trying out new software. When one is sure that everything works, you can upgrade for all the others.||
  ||Fall-back solution||Even with extensive testing, new releases may go wrong. Therefore it is essential to have a fallback. The easiest solution is to spare the old installation with its data on a separate server machine. Such a machine can be plugged in again if the change or upgrade does not work.||
  
  === Tools ===
@@ -462, +462 @@

  
  === Relations to other processes ===
  
- Release management goes directly into the core of the ICT service. It goes on implementing appropriate security updates, change in services or upgrading of computer software. Requests for new releases may be due to operational problems or desire new software. Before a new release it is assessed if the change is necessary.
+ Release management fits directly into the core of the ICT services. It is about implementing appropriate security updates, changes in the services or upgrades of computer software. Requests for new releases may be due to operational problems or wishes for new software. An assessment on whether the change is necessary is done prior to committing the new release.
  
- If the change is straightforward one will make necessary changes in configurations and clarify application packages for unrolling. This have been tested, and one will have in place backup solutions. When changes are made, will perhaps have change parts of the operational activity. It's easy to see change management affects all parts of the operating support.
+ If the change is straightforward one would make necessary changes in the configurations and make the application packages ready for deployment. This would be tested, and one would have in place backup solutions. When the changes are made, one should perhaps alter parts of the operational routines. It would be easy to see how change management affects all parts of the operational support.
  
  == Tools for operational support ==
  
  The first thing you should ask yourself: "Do we really need software tools?" If that's true, it is crucial to examine the options thoroughly.
  
- Taking a glossy brochure, and listen to sales talk, we are totally dependent on such tools. But good people, good process descriptions, good procedures and job descriptions are a basis for good service management. The need for, and how complicated the tools are, depend on the organsation's need for computer systems, and the size of the organisation.
+ Taking a glossy brochure, and listening to sales talks, one is totally dependent on such tools. But good people, good process descriptions, good procedures and job descriptions are a basis for good service management. The need for, and how complicated the tools are, depend on the organsation's need for computer systems, and the size of the organisation.
  
- In a small organisation, will a single freely accessible database be enough for logging and management of events (request tracker). But in larger organisations will almost certainly need a sophisticated distributed and integrated tools for service management. It means linking all processes to a system for event handling.
+ In a small organisation, will a single freely accessible database be enough for logging and management of events (request tracker). But in larger organisations will one almost certainly need a sophisticated distributed and integrated tools for service management. It means linking all processes to a system for event handling.
  
- Although tools can be important, as they are not important in itself. For the tasks and processes to be done, and the information needed which are important. They will provide the necessary information to specify which tools are best suited to support operations. Here are some reasons why one may use software for operational and service management:
+ Although tools can be important, they are not important in themselves. It's the tasks and processes to be done, and the information needed which are important. They will provide the necessary information to specify which tools are best suited to support the operations. Here are some reasons why one may use software for operational and service management:
  
   * increased demands from users
   * lack of ICT knowledge
@@ -508, +508 @@

  
  === Evaluation criteria when selecting tools ===
  
- Although it is used large amounts on creating evaluation criteria for software, the result is only experience-based guidelines. There is no final answer to what's good or less good software. As much else it revolves partly about taste. Different solutions do the same job just as well, but may have quite different design. However, here may some rules of thumb be useful.
+ Although it's been used large amounts of money on creating evaluation criteria for software, the result is only experience-based guidelines. There is no final answer to what's good or less good software. As much else, it revolves partly about taste. Different solutions do the same job just as well, but may have quite different forms. However, here may some rules of thumb be useful.
  
- The main evaluation criterion is whether one needs to do a job at all. Many IT tools are absolutely perfect and works without error, but it solves tasks not needed to be fixed. So the main criterion is whether it resolves the correct problem, and if it at all is necessary to do anything.
+ The main evaluation criterion is whether one needs to execute a job at all. Many IT tools are absolutely perfect and work without error, but might solve tasks that are not needed to be fixed. So the main criterion is whether it resolves the right problem, and if at all it is necessary to do anything.
  
   * So the first thing one asks is whether the tool is needed.
  
- If it turns out one will have done a task, the solution my be so simple as to run some commands manually. The simplest way is best. But when one gets many machines to operate, automation becomes crucial. It's too much work to log into 20 similar server machines to do a security upgrade. Then automation is the thing.
+ If it turns out that one should complete a task, the solution might be as simple as to run some commands manually. The simplest way is best. But when one gets many machines to operate, automation becomes crucial. It's too much work to log into 20 similar server machines to do a security upgrade. Then automation is the thing.
  
   * So here one must ask whether the tool is useful to solve the task
   * Then one must ask whether the tool is usable.
  
- There are often a wide range of programs and procedures to solve a specific task. But some problems solved completely different when maintaining 500 computers and 11 servers, than when fixing your home PC. An example might be tools that allow the teacher to see the desktop of each student on his or hers client machine. The teacher can stop and start programs for all pupils, and prevent individual pupils to use for example IMs when this interferes with school work.
+ There are often a wide range of programs and procedures to solve a specific task. But some problems are solved completely differently when maintaining 500 computers and 11 servers, than when fixing your home PC. An example might be tools that allow the teacher to see the desktop of each student on his or her client machine. The teacher can stop and start programs for all pupils, and prevent individual pupils from using for example IMs when this interferes with school work.
  
  Regarding the choice of operating tools, it's about automation and simplification of operational tasks. It is about making and reducing manual work to a minimum. So the motivation is to just to maintain the automatics. Also here it is possible to make things easy, which can be a considerable job to fulfill.
  
- As you can see, it is not easy to set up good criteria for selection of operating tool for large installations. Most of all, this is because software developers often lack experience in the operation of IT systems. They are known only to create new things, but to create good and relevant tools for operation requires many years of experience.
+ As you can see, it is not easy to set up good criteria for the selection of operating tool for large installations. Mainly this is because software developers often lack experience in the operations of IT systems. They are known only to create new things, but to create good and relevant tools for operations, requires many years of experience.
  
- Some general operational tools have not been replaced the last 20 years. But the products used may have been replaced. Also some programs may in a few years time be irrelevant to use. Therefore, one must rely on training in new editions of the applications used for operation, and in upgrades and changes in user programs.
+ Some general operational tools have not been replaced the last 20 years. But the products used may have been replaced. Also some software may, in a few years time, be irrelevant to use. Therefore, one must be ready to get some training in new editions of the applications used for operations, and in upgrades and changes in end user software.
  
  === Product training ===
  
- Thorough user training makes a lot of support can be done informally in direct conversation between users. Often training costs as little as 1% of the total operating costs. It is well worth spending a little more on training. The effect is very positive. The same applies proper training for ICT contacts in schools, and operators. Training of ICT contacts to use simple systems for password change, error messages, etc.. will provide better quality of calls to the IT service.
+ Thorough user training makes that a lot of support issues can be resolved informally in direct communication between the end users themselves. Often, training costs as little as 1% of the total operating costs. It is well worth spending a little more on training. The effect is very positive. The same applies to proper training of the ICT contacts at schools, and the operators. Training of ICT contacts to use simple systems for password change, error messages, etc.. will provide better quality of calls to the IT service.
  
  Education and product training are in Norway regulated according to the Labour Act (§ 4-2)
  
   * Employees and their union representatives will be kept informed of systems used in the planning and implementation phases. They should be given the necessary training to familiarize themselves with these systems, and they shall take part in designing them.
  
- So in short it can be advantageous to increase efforts in training, which will improve ICT service and provide a significant cost reduction. This is because users and IT contacts becomes more confident and better to help each other. It should also be noted that the transition to new software can also provide an opportunity to simplify some of the operating practices. Simplification can reduce the requirement for product training.
+ So in short terms it can be advantageous to increase efforts in training, which will improve ICT service quality and provide a significant cost reduction. This is because users and IT contacts become more confident and better in helping each other. It should also be noted that the transition to new software can also provide an opportunity to simplify some of the operating practices. Simplification can reduce the requirement for product training.
  
  == Planning at the start of the implementation of service support ==
  
- A growing number of organisations see the necessity of service control. It is often the practice to base decisions on historical and political considerations, rather than the current organisation's needs. Therefore it is important to ensure that management commits to participation and understanding of the working methods in the organisation, and go through the existing processes and compare these with the organization's needs and "best practice".
+ A growing number of organisations sees the necessity of service control. It is often a usual practice to base decisions on historical and political considerations, rather than the current organisation's needs. Therefore it is important to ensure that the management commits to participating in and understanding the working methods in the organisation, and go through the existing processes and compare those with the organization's needs and "best practices".
  
  === Implementing service support ===