[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=17&rev2=18

  
  As mentioned in the introduction, it is recommended to begin by establishing an office for centralized operations to allow you to manage tickets. The benefits of this come quickly and are visible, which is important for customer and user satisfaction.
  
- After the office is up and running with a sensible workflow for tickets (user requests and troubleshooting) you will move on to the biggest challenge for the organization. As a rule, this is either change management or problem solving. Organizations with "cowboy" system administrators who come up with smart ideas and implement them without much testing, often begin with change management. For organisations suffering recurring outages, problem solving comes first.
+ After the office is up and running with a sensible workflow for tickets (user requests and troubleshooting) you will move on to the biggest challenge for the organisation. As a rule, this is either change management or problem solving. Organisations with "cowboy" system administrators who come up with smart ideas and implement them without much testing, often begin with change management. For organisations suffering recurring outages, problem solving comes first.
  
  Whatever you choose to start with, a certain amount of configuration management will be necessary. Managing configuration is critical to delivering the software and services for the user. Software must work as expected. In order to make beneficial changes, one must know the configuration of the different programs.
  
@@ -20, +20 @@

  
  Users may also get direct answers from an operator at the Service Desk. All operational enquiries go to the Service Desk. Enquiries will be assigned a case number. Anyone who has registered a case will receive an e-mail confirming that the inquiry has been received. During consideration of the case, those working with it at the Service Desk may send updated status to the user.
  
- This way, users get one point of contact, and service desk operators get an overview of all of the cases. Operations can be expected to troubleshoot across all parts of the organization. Periodically the team leader needs to go through all issues and solutions in order to prioritize debugging and to prevent re-occurrence of errors, in order to provide schools with a stable operating environment.
+ This way, users get one point of contact, and service desk operators get an overview of all of the cases. Operations can be expected to troubleshoot across all parts of the organisation. Periodically the team leader needs to go through all issues and solutions in order to prioritize debugging and to prevent re-occurrence of errors, in order to provide schools with a stable operating environment.
  
  Incidents can be reported over the phone, fax, email or web form. Incidents that are more urgent must be prioritized. Incidents that need to be resolved quickly are usually reported by telephone. Less important events are usually reported via eg. email. A member of the support staff should be assigned to the incident and will need to ask the user questions to investigate the problem.
  
@@ -42, +42 @@

  
  We recommend to agree upon what duties the school's ICT contact has and what is the responsibilities are of those who work at the Service Desk. Schools often have little resources compared to what is common in municipal administrations or private companies. At the same time, schools usually have many more users and often more client machines than in use in the rest of the municipality.
  
- To distribute tasks roles must be in place. By having clearly established roles it is easier to distribute tasks and ascertain the working capacity necessary to resolve operational tasks. Operational experience in municipalities and professional organizations shows that these roles are common.
+ To distribute tasks roles must be in place. By having clearly established roles it is easier to distribute tasks and ascertain the working capacity necessary to resolve operational tasks. Operational experience in municipalities and professional organisations shows that these roles are common.
  
   * ICT contact on each school This is often a teacher with ICT educational and/or technical background.
   * Operator(s) working in the central IT service. This is a person skilled in operations.
@@ -191, +191 @@

  
  === Roles ===
  
- A variety of roles are involved when the ICT service deals with reported issues. In the example above, the school's ICT contact and the operator cooperate to solve the printing problem. Had the issue been more difficult, they would have had to call a technician. If the printer could not be fixed, a new one would have to be purchased. If the school needed to buy a new printer, the ICT managers might need to arrange payment. In many organizations, the principal has the last word.
+ A variety of roles are involved when the ICT service deals with reported issues. In the example above, the school's ICT contact and the operator cooperate to solve the printing problem. Had the issue been more difficult, they would have had to call a technician. If the printer could not be fixed, a new one would have to be purchased. If the school needed to buy a new printer, the ICT managers might need to arrange payment. In many organisations, the principal has the last word.
  
  In short, it is easy for many people to get involved when something does not work. If possible, problems should be solved on the spot, trying to avoid including unnecessary people. Escalating problems which could be solved locally quickly becomes costly. Many enquiries are easy to deal with there and then, but other requests involve more complex problems which involve more people. If additional or external help is needed to solve the problem, this must as a rule be clarified with the operations manager. The important thing is to be aware of these points when handling operating events, so as to use resources appropriately.
  
@@ -248, +248 @@

  
  The Skolelinux/Debian Edu manual is a comprehensive collection of solutions for solving problems and configuring systems. Everything is on the Debian wikipedia pages. Solutions are maintained with the help of staff in schools, municipal ICT services, professional individuals and volunteers. See links to the English pages: https://wiki.debian.org/!DebianEdu/Documentation/Manuals The pages are being translated to Norwegian bokmål. We are working to link the pages to bokmål too.
  
- The Wiki technology has proven to be a great success for maintaining cataloged information on the internet. It's easy to contribute to and all changes are logged. It is also possible to import !OpenOffice.org documents, and export documents as PDF.
+ The Wiki technology has proven to be a great success for maintaining catalogued information on the internet. It's easy to contribute to and all changes are logged. It is also possible to import !OpenOffice.org documents, and export documents as PDF.
  
  == Configuration Management ==
  
@@ -315, +315 @@

  
  Change-messages is entirely dependent on proper processes. This applies regardless of whether the changes are small or big. Therefore it is important to have in place the right people when making changes, both to give training and to have people to answer questions. This becomes especially important when adopting new releases of software and services. This is independent of whether one uses free or proprietary software.
  
- Change Management should ensure that all changes are made in a standardized and right manner. It is important to anchor the decision about amending at the appropriate level in the organization, Standard changes can often be pre-approved when they are done a few times. But major changes will often involve a higher decision level between school management and operator.
+ Change Management should ensure that all changes are made in a standardized and right manner. It is important to anchor the decision about amending at the appropriate level in the organisation, Standard changes can often be pre-approved when they are done a few times. But major changes will often involve a higher decision level between school management and operator.
  
  The reason why the management should be included is that an upgrade will often require training of users. It may be upgrading to a new browser or a new version of office software. This can quickly lead to a half day training in what is new in a program. Such changes must be agreed with the management. The changes must also be done without the other parts of the system stops working.
  
@@ -325, +325 @@

  
  Change Management is done to avoid more extra work than what's necessary. Making changes obviously requires more work, but you will get less extra work on the changes planned. One also avoids the need to roll back changes, because problems arise where users are unprepared for substantial changes.
  
- When you for esxample update the entire system to a new version, make sure that everyone is informed. One must look into whether those affected by the change need training. The right professionals must prepare it all, so there are no surprises.
+ When you for example update the entire system to a new version, make sure that everyone is informed. One must look into whether those affected by the change need training. The right professionals must prepare it all, so there are no surprises.
  
  All responsibility must not land on the person responsible for managing versions of software, the release manager. Release handling is a process which preferably should work with changes that contains many minor changes. This usually happens when rolling out new systems and services, or the upgrading of the entire system to a new version.
  
@@ -338, +338 @@

   * Make sure you have a Change Advisory Board, where the change is dealt with, discussed and evaluated. This consulting group can be selected ICT contacts and operations personnel with long experience.
   * Coordinate changes with the Release Management which handle different versions of applications and services.
   * Look over and finish the changing message (RFC)
-  * Remember to save modified configurations in the respository for configuration files.
+  * Remember to save modified configurations in the repository for configuration files.
   * Reports
  
  Even what may look like a small insignificant change message can have major consequences for if the change is implemented. We have examples of schools that have a stable Debian Edu network where all the programs work. A test version of a popular program crashing constantly, is installed, and Debian Edu get blamed.
@@ -355, +355 @@

  
  First the planning and testing of new releases are carried out. Then it all is rolled out it into production. Deployment is part of the infrastructure management. The procedure is to implement what is planned, tested and is ready within the systems for Configuration Management. Once everything is planned, tested and configurations are stored, then roll out the solution in production.
  
- Usually, many serviceproviders and suppliers are involved. This applies both to the procurement of machines, the software used, and the recommended configurations. Good resource planning is crucial to package and distribute a new release in a good way for users. Slipshod in this area can end up with equipment that doesn't work, or are left unused because of deficiencies in the installation.
+ Usually, many service providers and suppliers are involved. This applies both to the acquisition of machines, the software used, and the recommended configurations. Good resource planning is crucial to package and distribute a new release in a good way for users. Cutting corners in this area can lead to equipment that doesn't work, or that goes unused because of deficiencies in the installation.
  
  Release Management takes a comprehensive approach by the change in a service, and ensure that all parts of a publication is seen in context. This applies to both technical and non-technical factors.
  
  === Basic ===
  
- As you can see is the publication handling fundamental for computers, software and network to work as planned. Proper handling of releases is done to prevent disruptions. By new releases or changes it is expected that operations will continue as normal without interruption or reduction in quality.
+ As you can see, for computers, software and network to work as planned, release-management is crucial. Proper handling of releases prevents disruptions. New releases or changes can be introduced while operations continue as normal, without interruption or reduction in quality.
  
- Handling of changes or new releases can be compared to building a new road. Cars must still get past even if you build a new road atop the old. Good signage must be in place. One must also have the necessary resources to rebuild the road. If missing resources to make changes, it's just fine to let it be as it is.
+ Implementing changes or new releases can be compared to building a new road. Cars must still get past even if you build a new road on top of the old. Good signs must be in place. One must also have the necessary resources to rebuild the road. If you lack the resources to make changes, it's better to let it be.
  
- For some it may be boring with proper release management. You do not use the latest new every time something new comes. But often there is not room for the extra time in the operations department to handle a flood of complaints when new software fails. High uptime require established technology, Linux expert David Elboth states in Linux Magazine (1/2004). He writes:
+ Some might think that proper release management is boring as one doesn't get to implement the latest version every time something new is released. But often the operations department lacks the resources to handle a flood of complaints should an upgrade fail. High uptime requires established technology, as said by Linux expert David Elboth in the Linux Magazine (1/2004). He writes:
  
-  * The higher requirements more stringent are requirements of the individual components. High requirements for uptime results also show that the choices you are left with are old technology. It is namely empirical data over time which may say something about downtime. We have all noticed how long after Red Hat and !SuSE is on its server products.
+  * The more you demand of the system the more stringent are the requirements of the individual components. High requirements for uptime results also show that the choices you are left with are old technology. Only empirical data over time can say anything about downtime. We have all noticed how far behind are Red Hat and !SuSE with their server products.
  
- Getting few complaints, with a stable and reliable environment, requires solid release handling. Alternatively, a bunch of complaints and dissatisfied users emerge, when installing not good enough tested cutting edge software. People with "boy room skills" has a tendency to underestimate the consequences of software upgrade. If something goes fine on your home computer, it does not mean that this will work in a wide network with 500 client computers and 3200 users.
+ To get few complaints, with a stable and reliable environment, requires solid release management. Alternatively, a bunch of complaints and dissatisfied users emerge, caused by installing insufficiently tested cutting-edge software. Amateurs have a tendency to underestimate the consequences of software upgrades. If something works fine on your home computer, it does not mean that this will work in a wide network with 500 client computers and 3200 users.
  
  === Definitive Software Library (DSL) ===
  
- The software library in operational context is a collection of original editions of the program version of the software which are in production. If you use Skolelinux 2.0, this is the software library. In the computer world, the phrase software library is used in different contexts, especially when programming. When it comes to operation, we are talking about the original composed software of a particular version which is the base for the installation.
+ A software archive in an operational context is a collection of original copies of the software in use. If you use Skolelinux 2.0, this is the software package. The phrase software archive is used differently in some other contexts, especially among programmers. When it comes to operations, we would be talking about the original software package of a particular version which is used for the installation.
  
- Using free software the software library may be Skolelinux 2.0 plus the extra programs you have added from various sources. There may be certain versions of Macromedia Flash, Java and decoders who make it possible to run national tests in the browser, or watching broadcasts from NRK.
+ By using free software, the software archive may be Skolelinux 2.0 plus the extra programs you have added from various sources. There may be certain versions of Macromedia Flash, Java and decoders which make it possible to run national tests in the browser, or to watch broadcasts from a national TV station.
  
- If you plan to upgrade to the next version of Debian Edu when it comes, it will be the new version which is the main program archive. Also here will all additional applications beyond new Debian Edu be part of the archive.
+ If you plan to upgrade to the next version of Debian Edu when released, this new version shall be the main program archive. The new archive shall also include appropriate versions of all additional applications beyond Debian Edu.
  
- Setup files adjusted or created locally by the operations department is not included as part of the main archive programs. Configurations are saved in a separate version handled directory or database.
+ Set-up files customized or created locally by the operations department are not included in the main program archive. Configurations are saved separately in a version-control system or database.
  
  === Database for configurations and hardware ===
  
- As mentioned in chapter about configuration management, you must create a database or a version handled directory to take care of the setup files. One must also keep track of all computers, what kind of machines are involved, performance, and unique standard addresses on the network cards (MAC addresses)
+ As mentioned in the chapter on configuration management, you must create a database or a version-controlled directory to take care of set-up files. One should also keep track of all computers, what kinds of machines are in use, performance, and unique standard addresses on the network cards (MAC addresses).
  
- There are many reasons to have an overview of the equipment. One of the main reasons is to keep track of how many machines are in operation, the number of machines that are not in use and the number of machines in repair. Another reason is planning on upgrades It is both the amount of.............?
+ There are many reasons to have an overview of the equipment. One of the main reasons is to keep track of how many machines are in operation, how many are not in use and how many are being repaired. Another reason is planning for upgrades.
  
  === Build management ===
  
- A variety of applications in addition to browser and office suite are being installed in schools. Educational programs for learning, additional programs in the browser, and programs for multimedia are needed. The systems also have network setup and changed settings in specific programs. If you have many servers and perhaps thousands of clients quickly reveals quickly the need for effective tools for deployment. Such tools are standard in Debian Edu.
+ A variety of applications in addition to browser and office suite are installed in schools. Educational programs for learning, browser plug-ins, and programs for multimedia are needed. The systems also have network set-up and changed settings in specific programs. When you have many servers and perhaps thousands of clients, the need for effective tools for deployment, soon makes itself felt. Such tools are standard in Debian Edu.
  
- Build management is about getting installed the required software packages, services and proper settings both of individual programs and data network. Many people have heard about so called "images". One installs operating system and all the programs needed. And adjust the network. Then use a image program to make a copy of the one installed at your hard drive. This is then copied at the other computers.
+ Build management is about ensuring that you always install the required software packages, services and proper settings both of individual programs and for the network. Many people have heard about so-called "images". One installs the operating system with all needed programs and configures the network. Then one uses an image program to make a copy of the hard disk. This "disk image" can then be copied to other computers.
  
- It is not necessary to build so-called "images" or disk images you can call it in Norwegian. Debian Edu is based on Debian which has an excellent package management system. One does not in any way to compile applications as this is preassembled and can be installed directly from the Internet. one must have in order is wanted changes to the default setup of Debian Edu or the main program archive in use. Then you make one or more scripts running on different machines to get everything installed and set up.
+ It is not necessary to build such disk images. Debian Edu is based on Debian which has an excellent package management system. There is no need to compile applications, as ready-made packages can be installed directly from the Internet. It is enough to work out what changes you want to the default set-up of Debian Edu or the main program archive in use. Then you make one or more scripts to run on each machine that get everything installed and set up.
  
- For most situations, scripting are an easy way to "build" and roll out programs and setups. But there are situations where the construction of disk images may be the solution. For example during installation on many laptops.
+ For most situations, scripting is an easy way to "build" and roll out programs and configurations. But there are situations where the construction of disk images may be the solution, e.g. for installation on many laptops.
  
- As we see, handling the construction process is about facilitating deployment on many computers. In exceptional cases, it's about building a tailor made Debian package But in most situations, all packaging is finished. Then you have to put in place a script which installs additional programs and certain settings. One can also create disk images if you have many similar machines, such as laptops to all students
+ As we see, handling the construction process is about facilitating deployment on many computers. In exceptional cases, this may involve building a tailor-made Debian package. But in most situations, everything is ready-packaged. Then you have to put in place a script which installs additional programs and certain settings. One can also create disk images if you have many similar machines, such as laptops for all students
  
  === Testing ===
  
- It is essential to test new applications, configurations, and new services before they are put into production. Several schools have experienced instability because they have to install software without making the necessary adjustments. Therefore it is crucial to test changes in configurations or new version of the software before the change is made on all machines.
+ It is essential to test new applications, configurations, and new services before they are put into production. Several schools have experienced instability when they have installed software without making the necessary adjustments. Therefore it is crucial to test changes in configurations or new versions of the software before the change is made on all machines.
  
  Testing generally takes place in three steps.
  
-  * First, do an installation of the changes on a test network. This is technically testing guaranteing that everything connect and works in a system without users. Retain all changes in configuration files.
-  * When one is sure that everything works on the technical side, try installing the solution to a school. It is very important to agree about the testing with the schools ICT contact. Users must also get full briefing on the changes because of testing is performed. Retain current adjustments in the setup files, which are made along the way from the operating messages that have arrived.
+  * First, do an installation of the changes on a test network. This is technical testing to check that everything hangs together in a system with few users. Take care to include all changes in configuration files.
+  * When you are sure that everything works on the technical side, try installing the solution in one school. It is very important to agree about the testing with the school's ICT contact. Users must also be fully briefed on changes made for the sake of testing. Take care to preserve current adjustments in the set-up files, which may have been made in the course of normal maintenance.
-  * When one is sure everything works, you can roll out the solution to all schools. It is easiest to create a script that simplifies upgrading of software packages, services and configurations.
+  * When you are sure everything works, you can roll out the solution to all schools. It is easiest to create a script that simplifies upgrading of software packages, services and configurations.
  
- === Backup-solution ===
+ === Backing up ===
  
- Much can go wrong during a new installation or upgrade. Therefore, one must have ready a fallback solution. It means one quickly can use the system as it was before the upgrade. In technical terms, this is called rollback.
+ Much can go wrong during a new installation or upgrade. Therefore, one must have ready a fall-back solution. This lets one quickly get back to the system as it was before the upgrade. In technical terms, this is called roll-back.
  
- When rolling back it is absolutely essential to have ready the previous version of the software archive and configuration files. It means that you can install for example Edu 1.0 in under an hour, and put it in place the appropriate configuration files.
+ When rolling back it is absolutely essential to have ready the previous version of the software archive and configuration files. This means that you can install for example Edu 1.0 in under an hour, and put in place the appropriate configuration files.
  
- But rollback takes time. Therefore, it may be okay to have a server ready with the previous version of the software, the right configurations, and users' home directories. This server can quickly replace the machines were upgraded, but not worked according to plan. By having server machine(s) in reserve can ensure high availability even if something should go wrong.
+ But roll-back takes time. Therefore, it may be prudent to have a server ready with the previous version of the software, the right configurations, and a recent copy of the users' home directories. This server can quickly replace any machines on which the upgrade does not go according to plan. Having server machines in reserve can ensure high availability even if something goes wrong.
  
  === Advantages and possible problems ===
  
- The advantage of having records of the software in production can't be underestimated. Many aim to have the software on their respective CDs and some DVDs. This inefficient distribution. To save time and trouble is all the software in Debian Edu available online.
+ The advantage of having records of the software in production can't be underestimated. Many rely on having the software on their respective CDs and DVDs. This is inefficient distribution. To save time and trouble all the software in Debian Edu is available online.
  
- Operating department can create a copy of the Debian Edu archive on a central server. From here may all the software quickly and smoothly be installed on other machines. The advantage is that ICT service constantly overviews of the versions of the software they have made available to schools. One also prevents the installation of software not been considered by the Change Management.
+ Your operating department can create a copy of the Debian Edu archive on a central server. From here, all the software can quickly and smoothly be installed on other machines. The advantage is that your ICT service has a constant overview of the versions of the software they have made available to schools. This also prevents the installation of software that has not been considered by the Change Management.
  
- There may be considerable problems if you do not maintain the software library and configurations. They may also make mistakes with a configuration or software package. Then this is rolled out to all machines. In addition, some schools may install little tested software or beta program into production. So one must have good processes and have someone to hold accountable for the maintenance of program records and configurations.
+ There may be considerable problems if you do not maintain the software archive and configurations. It can also lead to mistakes with a configuration or software package. Then this gets rolled out to all machines. In addition, some schools may install insufficiently tested software or use beta releases in production. So one must have good processes and have someone to take responsibility for maintenance of the program archive and configurations.
  
- Is it needed a lot extra to install and maintain services and software already in use? However, if you choose away the tools providing management with upgrades you give yourself a lot of extra work. The ICT service must spend a lot of time on manual work with installation on each machine. The danger of making mistakes increases. When things do not work you get disgruntled users, and much time is spent to debugging.
+ It may seem like one needs a lot of extra things in place in order to install and maintain the services and programs that are in use. However, if you skip the tools that provide management of upgrades, you give yourself a lot of extra work. The ICT service must spend a lot of time on manual installation on each machine. The danger of making mistakes increases. When things do not work you get disgruntled users, and much time is spent fixing problems.
  
  Many operating major IT systems have inadequate plans for changes. Some have no plans at all, but just installing new versions of software. Changes made can be perceived as problematic for some users, because functions they are comfortable with changes place in the user interface. For operations it can go completely wrong. For example when they should upgrade to from older version of Windows to newer in Arendal municipality, most stopped working. ICT service said they had several computer program that was held together with "wire and tape." It took half a year to clean it up.
  
  === Planning and implementation ===
  
- The reason for planning before implementing changes is to prevent weeks or months of additional problems. Although one would use any extra time on planning, it is re-earned again quickly because on avoids additional problems. There will always be people saying they have not had problems with ad hoc changes in the systems. But when one examines more closely, it turns out that there are problems after changes, but inquiries about this are not communicated.
+ The reason for planning before implementing changes is to avoid weeks or months of delay due to problems. The time used for planning is quickly regained because one avoids additional problems. There will always be people who say they have had no problems with ad hoc changes in the systems; but closer examination reveals that there are problems after such changes, they merely don't get communicated.
  
- In our eyes ad-hoc solutions are only a detour through changes, and only an emergency measure. An ad-hoc solution is comparable to a temporary repair with "wire and tape." One must in sight clean up such solutions when you want stable operation without constant surprises. By skipping a planning phase you will get many more ad hoc solutions, and several operational problems when changes or upgrades are done. Therefore it is essential that professionals and management understand the value of a good planned process for changes.
+ In our eyes ad-hoc solutions are only a detour through changes, and only an emergency measure. An ad-hoc solution is like a temporary repair with "wire and tape." One must in due course clean up such solutions to ensure stable operation without constant surprises. Skipping a planning phase leads to many more ad hoc solutions, and several operational problems when changes or upgrades are done. Therefore it is essential that professionals and management understand the value of a good planned process for changes.
  
- Therefore, we recommend that you convene a meeting for planning, and makes a stepwise plan for changes in the system. A stepwise plan will naturally vary according to the change. The upgrade !OpenOffice.org suite is something other than upgrading the whole system. When upgrading to a new office application, a 2-3 hour tour of the office suite may be enough for the teacher in each school. When upgrading the entire system one must both provide user training and that the technical works as intended.
+ Therefore, we recommend that you convene a meeting for planning, and make a stepwise plan for changes in the system. A stepwise plan will naturally vary according to the change. Upgrading the !OpenOffice.org suite is quite different from upgrading the whole system. When upgrading to a new office application, a 2-3 hour tour of the office suite may be enough for the teacher in each school. When upgrading the entire system one must both provide user training and test that the technical details work as intended.
  
  You'll find few shortcuts is the main point when it comes to planning and implementation. Studies show that those who plan properly and ensure that people have the right skills, have lower operating costs for the operation.
  
@@ -444, +444 @@

  It is crucial to plan new releases. Most modifications of the system should be clarified with management. The following list of activities is designed to support the upgrades in a planning and implementation phase.
  
  ||'''Tasks'''||'''Details'''||
- ||Prioritization of the release:||Check if necessary decisions are made before a change or upgrade should be unrolled.||
+ ||Prioritization of the release:||Check if necessary decisions are made before a change or upgrade would be deployed.||
  ||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 unroll 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.||
- ||Backup-solution||Even with extensive testing, new releases may go wrong. Therefore it is essential to have a fallback. The easiest solution is to spare have the old installation with data on a separate server machine. Such a machine can be plugged in if the change or upgrade does not work.||
+ ||Backing up||Even with extensive testing, new releases may go wrong. Therefore it is essential to have a fallback. The easiest solution is to spare have the old installation with data on a separate server machine. Such a machine can be plugged in if the change or upgrade does not work.||
  
  === Tools ===
  
@@ -470, +470 @@

  
  The first thing you should ask yourself: "Do we really need software tools?" Do one need tools, 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 organization.
+ 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.
  
- In a small organization, will a single freely accessible database be enough for logging and management of events (request tracker). But in larger organizations 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 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:
  
@@ -487, +487 @@

  
  Automatic tools allow:
  
-  * Centralization of key functions
+  * Centralisation of key functions
   * Automation of functions in the service delivery
   * Analysis of data
   * Identification of trends
@@ -523, +523 @@

  
  Regarding the choice of operating tools, it's about automation and simplification of operational tasks. It is about making and reduce manual work to a minimum. So the motivation is to just maintain automatic. Also here it is to make things easy, which can be a considerable job to get done.
  
- As you can see, it is not easy to set up good criterias 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 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.
  
  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.
  
@@ -539, +539 @@

  
  == Planning at the upstart of service support ==
  
- A growing number of organizations see the necessity of service control. It is often the practice to base decisions on historical and political considerations, rather than the current organization's needs. Therefore it is important to ensure that management commits to participation and understanding of the working methods in the organization, and go through the existing processes and compare these with the organization's needs and "best practice".
+ 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".
  
  === Implementing service support ===
  
@@ -561, +561 @@

  
  Project costs
  
- Organization
+ Organisation
  
  Product