Introduction of ITIL v3 Framework

WHAT IS ITIL?

ITIL is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business.

ITIL3

ITIL: OVERVIEW AND BENEFITS

ITIL advocates that IT services must be aligned to the needs of the business and underpin the core business processes. It provides guidance to organizations on how to use IT as a tool to facilitate business change, transformation and growth.

The ITIL best practices are currently detailed within five core publications which provide a systematic and professional approach to the management of IT services, enabling organizations to deliver appropriate services and continually ensure they are meeting business goals and delivering benefits.

The five core guides map the entire ITIL Service Lifecycle, beginning with the identification of customer needs and drivers of IT requirements, through to the design and implementation of the service into operation and finally, on to the monitoring and improvement phase of the service.

Adopting ITIL can offer users a huge range of benefits that include:

  • improved IT services
  • reduced costs
  • improved customer satisfaction through a more professional approach to service delivery
  • improved productivity
  • improved use of skills and experience
  • improved delivery of third party service.

ITIL USERS

ITIL has been adopted by thousands of organizations worldwide, such as NASA, the UK National Health Service (NHS), HSBC bank and Disney™. ITIL is also supported by quality services from a wide range of providers including examination institutes, accredited training providers and consultancies, software and tool vendors and well known service providers such as IBM, Telefonica, HP and British telecom (BT).

A comprehensive qualifications scheme offering a variety of training courses and certifications has been developed against the guidance. This scheme can help organizations to effectively implement ITIL, achieving success by ensuring that employees have the relevant knowledge, skills and techniques, but most importantly, ensuring the entire organization is using a common language and are fully invested in the process.

ITIL Best Practices also underpin the foundations of ISO/IEC 20000 (previously BS15000), the International Service Management Standard for organizational certification and compliance. Organizations can therefore implement ITIL to achieve organizational certification.

Common Feature of IT Service Management tool

Common Feature of IT Service Management Tool as below:

  • Fully configurable CMDB
  • HelpDesk and Incident Management
  • Service and Contract Management
  • Change Management
  • Configuration Management
  • Automatic SLA management
  • Automatic impact analysis
  • CSV import tool for all data
  • Consistency audit to check data quality
  • Data synchronization (data federation)

IT Routine Work Highlight

IT Routine Work

  • Check Daily Backup
  • Perform Monthly Backup for permanent storage at least 3 years
  • Check the archive and life email client database (.pst file which should not bigger too big, especially outlook 2003 or lower version .pst file should not larger than 2G size)
  • Perform Monthly Email Archive in outlook server
  • Check Backup of ERP system, and clean-up log file if necessary
  • Handle ERP, HR, Email, Share File System, CCTV, Printer, network and phone line routine support
  • Backup machine O/S, VMWare Machine Databases at least quarterly
  • Perform Off-Site Backup Storage
  • Reboot servers at least quarterly
  • New Staff computer preparation for email account creation, share-drive access right, printer, door access card, phone
  • Staff Exist Preparation for email transfer/deletion, backup computer data
  • Handle Ad-Hoc IT project

IT Critical Document:

  • password list
  • Inventory list
  • Internet/External Support contact list

Blacklist Email Delivery (邮箱不能发送邮件)

Section 1 Problem (邮箱不能发送邮件)

Do you experience the email delivery error which some emails cannot delivery to some mail addresses (but not all) ? The return error email message as below 5 examples.

>>>Error Message 1 Begin>>>

xxxx@xxxcs.com

ironporta1.molasia.com 發生這個錯誤:
#5.7.1 Your access to submit messages to this e-mail system has been rejected.

將此郵件傳送到這個電郵地址時發生問題。請嘗試重新傳送此郵件。如果問題持續發生,請連絡支援人員。

xxx@xxxcs.com

ironporta1.xxxx.com 發生這個錯誤:
#5.7.1 Your access to submit messages to this e-mail system has been rejected.

將此郵件傳送到這個電郵地址時發生問題。請嘗試重新傳送此郵件。如果問題持續發生,請連絡支援人員。

>> >Error Message 1 End>>>

>>>Error Message 2 Begin>>>

COL004-MC1F49.hotmail.com 拒絕您傳送至下列電郵地址的郵件:

rxxxxu@hotmail.com

COL004-MC1F49.hotmail.com 發生這個錯誤:
OU-002 (COL004-MC1F49) Unfortunately, messages from 2xx.xx.xxx.250 weren’t sent. Please contact your Internet service provider since part of their network is on our block list. You can also refer your provider to http://mail.live.com/mail/troubleshooting.aspx#errors.

將此郵件傳送到這個電郵地址時發生問題。請嘗試重新傳送此郵件。如果問題持續發生,請連絡支援人員。

 

系統管理員的診斷資訊:

產生的伺服器: mail.xxxxx.com.hk

rxxxxxu@hotmail.com
COL004-MC1F49.hotmail.com #550 OU-002 (COL004-MC1F49) Unfortunately, messages from 2xx.xx.xxx.250 weren’t sent. Please contact your Internet service provider since part of their network is on our block list. You can also refer your provider to http://mail.live.com/mail/troubleshooting.aspx#errors. ##

>>> Error Message 2 End>>>

>>>Error Message 3 Begin>>>

sun.01link.net 拒絕您傳送至下列電郵地址的郵件:

xxx@xxx.com

sun.01link.net 發生這個錯誤:
“JunkMail rejected – mail.keetat.com.hk [2
xx.xx.xxx.250]:28500 is in an RBL, see Blocked – see http://cbl.abuseat.org/lookup.cgi?ip=219.76.176.250

將此郵件傳送到這個電郵地址時發生問題。請嘗試重新傳送此郵件。如果問題持續發生,請連絡支援人員。

>>> Error Message 3 End>>>

>>>Error Message 4 Begin>>>

傳遞至下列收件者或群組失敗:

xxx@xxxl.com
伺服器嘗試傳遞此郵件,但沒有成功,現在已停止嘗試。請嘗試重新傳送此郵件。如果問題持續發生,請聯絡支援人員。

>>> Error Message 4 End>>

>>>Error Message 5 Begin>>>

From: Mail Delivery System [mailto:MAILER-DAEMON@yxxxr.com]

Sent: Wednesday, April 01, 2015 1:00 PM

To: xxxxx@xxx.com.hk

Subject: Undelivered Mail Returned to Sender

Importance: High

 

This is the mail system at host uk.yi-enter.com.

 

I’m sorry to have to inform you that your message could not be delivered to one or more recipients. It’s attached below.

 

For further assistance, please send mail to postmaster.

 

If you do so, please include this problem report. You can delete your own text from the attached returned message.

 

The mail system

 

<xxx@xxxx.com>: host mxwcom.263xmail.com[211.150.82.6] said: 550

xxx@xxxx.com:user not exist (in reply to RCPT TO command)

>>> Error Message 5 End>>>

 

Section 2. Investigation (分析)

The problem is that those reputed network computer declared our email domain server is spam and blacklist us. We found from the http://mxtoolbox.com, and it will come up the blacklist result which we require to apply for removing blacklist item one by one. However, Weexperience that those blacklist is very difficult to be completely removed. The actual situation is that we cannot guarantee our network without any spam and virus especially difficult for small SME without much investment on network security.

email-blacklist-1

Even-though I submitted for removal, the result was that some were removed, but some others added, as below diagram.Maybe a period of time after removal, it put thedomain to blacklist again.It is a very annoying problem, and quite trouble.

email-blacklist-2

Section 3. Solution (解决方法)

Join the Email Relay Pay Service. 付费给中继服务供应商,采用他们的中继服务器作为Exchange转发主机,设置如下描述。

Step 1. 打开Exchange2010管理控制台-〉组织配置-〉集线器传输-〉发送连接器

email-relay-1

Step 2.右键新建发送连接器,填写smtp名称

email-relay-2

Step 3. 添加地址空间

email-relay-3

Step 4. 在地址空间添加SMTP,输入*走中继服务。

email-relay-4

Step 5. 选择通过以下智能主机路由邮件

email-relay-5

Step 6. 添加新的智能主机,完全限定的域名:mailrelay.xxxxx.com(手动输入确保正确)

email-relay-6

Step 7.

email-relay-7

Step 8

email-relay-8

Step 9

email-relay-9

Step 10

email-relay-10

Step 11

email-relay-11

 

Step 12. 自己的连接器需要禁用,Select “Yes” below:

email-relay-12

 

Step 13. 重启exchange 传输服务,传输服务在windows系统的管理工具的服务里面,查找 Exchange  Transport Service。 restart

email-relay-13

Step 14. 在域名的dns管理下面加上中继地址的记录,v=spf1 include:spf.yi-xxxxr.com ~all

替换掉这一条无用的spf记录

 

 

email-relay-14

email-relay-15

 

Step 15. dns系统可能在国内还未刷新,在谷歌已经刷新了,仍有退信问题,就是spf记录!不用太担心!生效后,就可以了!

亦可删除以下的DNS项目,disable 谷歌:

Text(TXT) ,google-site-verification=KQNoFNHJ2d18XVfDByr1Yh6asZru7Opedw-c6p2DM-o

email-relay-16

 - END -

规范电子邮件发送对象

主旨: 规范发送邮件的收件者,减少不必要的邮件传递,防止收件人浪费收阅邮件的时间。

问题现象:若果当事人每天收到的邮件达200-250份,如果不全数阅读这些邮件,会担心重要的信息被忽略,如果全数阅读邮件,则又会浪费很多的时间,处理不到其它事情。我相信很多人有这样的烦恼。 Read More

分拆工厂之电脑投资方案

  1. 前言

因应公司安排架构重组,现时的工厂运作会划分为灯饰厂和光源厂,而原有的各项电脑系统设备,需要重新规划。现列出以下电脑系统於第二节,供管理层考虑,主要有两个建议方案:

方案一) 合拼同一系统使用;

方案二)增购系统分开两厂安装使用。

公司应考虑到资料保密、投资金额、操作效率…等等因素来决定选择哪个方案。 Read More

2014年电脑系统投资建议

12014年电脑系统投资建议表

为规划2014年的资讯系统投资项目,经研究後,本部建议增设如下表列出之系统,包括:办公室无纸化审批系统、人事管理系统、网络软件监控系统和车间看板系统,提供给管理层考虑

项目 需要购买之设备 预算投资额
IP-Guard电脑网络监控系统 硬件费用约CNY 23k软件费用约CNY16.5k /50用户 CNY 39.5K(预算50名用户,主要包括工程部)
车间看板系统 硬件费用约 CNY4k /每块板(安装 20块以上 送主機軟件) CNY80K (建议先安装 20块试行)
人事管理系统 电脑硬件约 CNY 23k软件约CNY 86k CNY 109K
办公室无纸化审批系统 电脑硬件 CNY 23k软件约CNY 68k (50名用户)(超过50名用户另加 ¥200 /用户) CNY 91K(预算50名用户,主要包括采购部和物控部)

Read More

有效电邮通信的9个技巧

1。 显示名称
正确在电邮中显示您自己的姓名,这是收件人将收到您的第一个良好印象。
各自邮件的‘个人信息显示名称要填写,例如:王大明的 “Wang Daimin(王小明)”,英文姓的第一个字母为大写,英文名的第一个字母也为大写,姓与名之间加空格作为间隔,中文姓名写在括号内;致於公共邮箱而又是专人专用,应按公司标准格式,写上中英文姓名,若是多人共用的部门邮箱,亦应写上英文部门名称,及中文部门名称於括号内。 Read More

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为了实现对公司员工的科学管理,以维护生产经营、工作、生活的正常秩序,切实保障员工优化、高效、务实进行工作,员工必须遵守国家和地方的法律、法规,爱护公共财物,学习和掌握本职工作所需要的专业技能,团结协作,完成工作任务。提高自身修养,做到诚实守信,增强主人翁意识,维护公司荣誉,保证企业奋斗目标的实现,本着公开、公平、公正的原则制定本守则:
In order to achieve the company’s staff of scientific management in order to protect the production and operation, working and living a normal order, optimize the effective protection of staff, efficient and pragmatic work, employees must comply with state and local laws and regulations, take good care of public property, study and master Job skills needed, solidarity and cooperation, work to complete the task. Improve their own self-cultivation, so that honest and trustworthy, to enhance ownership and maintenance of honor company and ensure the achievement of corporate goals, in the spirit of open, fair and just principles to introduce the code: Read More