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Global.Positioning.Technologies.and.Performance
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一本相当经典的GPS原理教材，可指导GPS相关开发，英文书

Global.Positioning.Technologies.and.Performance

Preface.........................................................................................................................................- 1 - 1 Introduction...............................................................................................................................- 2 - 1.1 The IT Infrastructure Library.........................................................................................- 2 - 1.1.1 Public domain framework...............................................................................- 2 - 1.1.2 Best practice framework.................................................................................- 3 - 1.1.3 De facto standard............................................................................................- 3 - 1.1.4 Quality approach..............................................................................................- 4 - 1.1.5 itSMF.................................................................................................................- 5 - 1.2 Restructuring the IT Infrastructure Library....................................................................- 5 - 1.3 Target audience..............................................................................................................- 6 - 1.4 Navigating the IT Infrastructure Library........................................................................- 6 - 1.5 Why choose a jigsaw concept?.......................................................................................- 8 - 1.6 The Service Support book..............................................................................................- 8 - 1.7 Service Management......................................................................................................- 9 - 1.8 Customers and Users....................................................................................................- 10 - 1.9 A Code of Practice for IT Service Management – PD0005....................- 10 - 1.10 Service Management: a process approach.................................................................- 11 - 1.11 Recommended reading...................................................................................- 11 - 2 Relationship between processes..............................................................................................- 14 - 2.1 Configuration Management.............................................................................- 14 - 2.2 Change Management....................................................................................................- 16 - 2.3 Release Management...................................................................................................- 16 - 2.4 Incident Management...................................................................................................- 16 - 2.5 Problem Management..................................................................................................- 17 - 2.6 Service Desk................................................................................................................- 17 - 2.7 Service Level Management..........................................................................................- 17 - 2.8 Capacity Management..................................................................................................- 18 - 2.9 Financial Management for IT Services........................................................................- 18 - 2.10 Availability Management...........................................................................................- 18 - 2.11 IT Service Continuity Management...........................................................................- 19 - 2.12 Customer Relationship Management.........................................................................- 19 - 2.13 ICT Infrastructure Management.................................................................................- 19 - 2.14 Application Management...........................................................................................- 19 - 2.15 Security Management................................................................................................- 20 - 2.16 Environmental infrastructure processes.....................................................................- 20 - 2.17 Project Management..................................................................................................- 20 - 3 Getting started.........................................................................................................................- 21 - 3.1 Service Management benefits.........................................................................- 21 - 3.2 A process led approach......................................................................................- 22 - 3.3 Management commitment............................................................................................- 24 - 3.3.1 Aspects of management commitment........................................................- 24 - 3.3.2 Management commitment in the planning stage......................................- 24 - III 3.4 Cultural aspects............................................................................................................- 25 - 3.4.1 What is culture?.............................................................................................- 26 - 3.4.2 Responsibilities..............................................................................................- 27 - 3.4.3 What is meant by ‘service culture’?............................................................- 27 - 3.4.4 How is this relevant to IT service provision?.............................................- 28 - 3.4.5 What do Customers want?...........................................................................- 28 - 3.4.6 Common excuses for conducting ‘business as usual’.............................- 30 - 3.4.7 How much will all this cost?.........................................................................- 31 - 3.4.8 What are the potential benefits of Customer care?..................................- 32 - 3.4.9 Service Management training......................................................................- 32 - 4 The Service Desk....................................................................................................................- 33 - 4.1 Overview......................................................................................................................- 33 - 4.1.1 Why do we need a Service Desk?..............................................................- 34 - 4.1.2 The support problem.....................................................................................- 34 - 4.1.3 Call Centre......................................................................................................- 35 - 4.1.4 Help Desk.......................................................................................................- 36 - 4.1.5 Service Desk..................................................................................................- 36 - 4.1.6 How can a Service Desk help my organisation?......................................- 36 - 4.1.7 Charging for support services......................................................................- 37 - 4.1.8 Business and operational benefits..............................................................- 38 - 4.1.9 The role and direction of the Service Desk................................................- 39 - 4.1.10 Customer interaction...................................................................................- 39 - 4.1.11 Keeping the Customer and User informed..............................................- 40 - 4.1.13 Monitored infrastructure events.................................................................- 44 - 4.1.14 Actioned infrastructure Incidents...............................................................- 44 - 4.1.15 Infrastructure Incident model.....................................................................- 44 - 4.1.16 Benefits.........................................................................................................- 45 - 4.1.17 Use of Internet technology.........................................................................- 45 - 4.2 Implementing a Service Desk infrastructure................................................................- 46 - 4.2.1 Staff resourcing..............................................................................................- 46 - 4.2.2 Target effectiveness metrics........................................................................- 47 - 4.2.3 Key considerations........................................................................................- 47 - 4.2.4 Selecting the right Service Desk structure.................................................- 48 - 4.2.5 Types of Service Desk structure.................................................................- 48 - 4.2.6 Local Service Desk considerations.............................................................- 48 - 4.2.7 Central Service Desk considerations.........................................................- 49 - 4.2.8 Virtual Service Desk considerations...........................................................- 50 - 4.2.9 Service Desk Configuration considerations...............................................- 52 - 4.2.10 Global ‘follow the sun’ support..................................................................- 52 - 4.2.11 Incident classification..................................................................................- 53 - 4.2.12 Classification Process Review..................................................................- 54 - 4.3 Service Desk technologies...........................................................................................- 54 - 4.3.1 The computerised Service Desk.................................................................- 55 - 4.3.2 Computerised Service Desk benefits.........................................................- 55 - IV 4.3.3 Build or buy?..................................................................................................- 56 - 4.3.4 Running in a multiplatform environment....................................................- 56 - 4.3.5 Running in a Wide-Area Network (WAN) infrastructure..........................- 57 - 4.3.6 Intelligent phone systems, voicemail and email usage............................- 57 - 4.3.7 Deploying a self-service strategy................................................................- 57 - 4.3.8 Critical success factors.................................................................................- 58 - 4.3.9 Implementation considerations....................................................................- 59 - 4.3.10 Outsourcing a Service Desk......................................................................- 60 - 4.4 Service Desk responsibilities, functions, staffing levels etc.........................................- 61 - 4.4.1 Service Desk functions.................................................................................- 61 - 4.4.2 Which Requests should be registered........................................................- 62 - 4.4.3 Service Desk empowerment........................................................................- 62 - 4.4.4 Escalation management...............................................................................- 63 - 4.4.5 Service Desk staffing levels.........................................................................- 65 - 4.4.6 Staff turnover considerations.......................................................................- 66 - 4.4.7 Workload monitoring...................................................................................- 66 - 4.4.8 Customer satisfaction analysis and surveys.............................................- 67 - 4.4.9 Service Desk resourcing for smaller support units...................................- 68 - 4.4.10 Second-line staff awareness......................................................................- 68 - 4.4.11 Identifying training needs...........................................................................- 69 - 4.4.12 Call rate reduction.......................................................................................- 69 - 4.4.13 Workload definitions request types...........................................................- 69 - 4.5 Service Desk staffing skill set......................................................................................- 70 - 4.5.1 Major Customer requirements.....................................................................- 71 - 4.5.2 Fix rates..........................................................................................................- 71 - 4.6 Setting up a Service Desk environment.......................................................................- 71 - 4.6.1 Service Desk environment considerations..............................................- 72 - 4.6.2 Defining your services..................................................................................- 72 - 4.6.3 Service Desk pre-Release requirements...................................................- 73 - 4.6.4 Advertising and selling the Service Desk...................................................- 74 - 4.6.5 Quick wins......................................................................................................- 75 - 4.7 Service Desk education and training............................................................................- 75 - 4.7.1 Soft skills.........................................................................................................- 76 - 4.7.2 Managerial focus...........................................................................................- 76 - 4.7.3 Service Desk staff profile..............................................................................- 77 - 4.7.4 Service staff responsibilities and mindset..................................................- 78 - 4.7.5 Working with Customers...............................................................................- 78 - 4.7.6 Active listening...............................................................................................- 80 - 4.7.7 Service Desk staff training............................................................................- 81 - 4.8 Service Desk processes and procedures.......................................................................- 81 - 4.8.1 Considerations...............................................................................................- 81 - 4.8.2 Common structured interrogation technique.............................................- 82 - 4.8.3 Customer details and identification.............................................................- 82 - 4.8.4 Maintaining the Customer database...........................................................- 83 - V 4.8.5 Marketing the Service Desk amongst Customers....................................- 83 - 4.9 Incident reporting and review......................................................................................- 84 - 4.9.1 Effective workload analyses.........................................................................- 85 - 4.9.2 Frequency of reporting and review.............................................................- 86 - 4.9.3 Archiving Service Desk records...................................................................- 87 - 4.10 Conclusions................................................................................................................- 88 - 4.10.1 Critical success factors...............................................................................- 88 - 4.10.2 Service Desk implementation guidance...................................................- 88 - Annex 4A: Sample Release document.......................................................................................- 88 - 5 Incident Management..............................................................................................................- 91 - 5.1 Goal of Incident Management......................................................................................- 91 - 5.2 Scope of Incident Management......................................................................- 91 - 5.3 Basic concepts............................................................................................................- 93 - 5.3.1 Incident Handling...........................................................................................- 93 - 5.3.2 First, second- and third-line support...........................................................- 95 - 5.3.3 Functional versus hierarchical escalation..................................................- 96 - 5.3.4 Priority.............................................................................................................- 97 - 5.3.5 Relationship between Incidents, Problems, Known Errors and RFCs..- 98 - 5.4 Benefits of Incident Management...............................................................- 100 - 5.5 Planning and implementation.....................................................................................- 101 - 5.5.1 Timing and planning....................................................................................- 101 - 5.5.2 Critical success factors...............................................................................- 102 - 5.5.3 Possible problem areas..............................................................................- 102 - 5.6 Incident Management activities.................................................................................- 102 - 5.6.1 Incident detection and recording...............................................................- 103 - 5.6.2 Classification and initial support................................................................- 104 - 5.6.3 Investigation and diagnosis........................................................................- 107 - 5.6.4 Resolution and recovery.............................................................................- 108 - 5.6.5 Incident closure............................................................................................- 109 - 5.6.6 Ownership, monitoring, tracking and communication............................- 110 - 5.7 Handling of major Incidents.......................................................................................- 111 - 5.8 Roles of the Incident Management process................................................................- 112 - 5.8.1 Incident Manager.........................................................................................- 112 - 5.8.2 Incident-handling support staff..................................................................- 112 - 5.9 Key Performance Indicators..........................................................................- 113 - 5.10 Tools.....................................................................................................................- 113 - Annex 5A: Example coding system for Incident/request classification...........................- 114 - Annex 5B: Example of a priority coding system.............................................................- 115 - Annex 5C: Data requirements for service Incident records.............................................- 115 - Annex 5D: The process of Incident investigation............................................................- 116 - Annex 5E: Incident handling on the Service Desk (flow)................................................- 117 - 6 Problem Management...........................................................................................................- 119 - 6.1 Goal of Problem Management...................................................................................- 119 - 6.2 Scope of Problem Management....................................................................- 119 - VI 6.3 Basic concepts............................................................................................................- 120 - 6.3.1 What is the difference between Incident Management and Problem Management?........................................................................................................- 121 - 6.3.2 Problem control............................................................................................- 122 - 6.3.3 Error control..................................................................................................- 122 - 6.3.4 Proactive Problem Management...............................................................- 123 - 6.3.5 Completion of major Problem reviews.....................................................- 123 - 6.4 Benefits of Problem Management..............................................................................- 123 - 6.5 Planning and implementation.....................................................................................- 124 - 6.5.1 Timing and planning....................................................................................- 124 - 6.5.2 Key success factors....................................................................................- 125 - 6.5.3 Risks..............................................................................................................- 125 - 6.6 Problem control activities..........................................................................................- 125 - 6.6.1 Problem identification and recording........................................................- 128 - 6.6.2 Problem classification.................................................................................- 129 - 6.6.3 Problem investigation and diagnosis........................................................- 132 - 6.6.4 Tips on Problem control..............................................................................- 133 - 6.7 Error control activities...............................................................................................- 134 - 6.7.1 Error identification and recording..............................................................- 135 - 6.7.2 Error assessment........................................................................................- 135 - 6.7.3 Error resolution recording...........................................................................- 137 - 6.7.4 Error closure.................................................................................................- 137 - 6.7.5 Problem/error resolution monitoring.........................................................- 137 - 6.7.6 Tips on error control....................................................................................- 138 - 6.8 Proactive Problem Management................................................................................- 139 - 6.8.1 Trend Analysis..............................................................................................- 139 - 6.8.2 Targeting preventive action........................................................................- 140 - 6.8.3 Tips on proactive Problem Management.................................................- 141 - 6.8.4 Major Problem reviews...............................................................................- 141 - 6.9 Providing information to the support organisation.....................................................- 141 - 6.9.1 Providing management information..........................................................- 142 - 6.9.2 Cascading information................................................................................- 142 - 6.10 Metrics.....................................................................................................................- 142 - 6.10.1 Problem/error control reporting...............................................................- 143 - 6.10.2 Periodic audits...........................................................................................- 144 - 6.10.3 Tips on metrics...........................................................................................- 144 - 6.11 Roles within Problem Management.........................................................................- 145 - 6.11.1 Problem Manager......................................................................................- 145 - 6.11.2 Problem support........................................................................................- 146 - Annex 6A: An example of a coding structure for Problems/error categorisation............- 146 - Annex 6B: Kepner and Tregoe analysis...........................................................................- 147 - Defining the Problem............................................................................................- 148 - Describing the Problem........................................................................................- 148 - Establishing possible causes...............................................................................- 149 - VII Testing the most probable cause........................................................................- 149 - Verifying the true cause........................................................................................- 149 - Annex 6C: Ishikawa Diagrams........................................................................................- 149 - 7 Configuration Management..................................................................................................- 151 - 7.1 Goal of Configuration Management............................................................- 151 - 7.2 Scope of Configuration Management.........................................................- 151 - 7.3 Basic concepts............................................................................................................- 152 - 7.3.1 Configuration Management planning.......................................................- 152 - 7.3.2 Configuration identification and CIs..........................................................- 153 - 7.3.3 Configuration control...................................................................................- 154 - 7.3.4 Configuration status accounting................................................................- 154 - 7.3.5 Configuration verification and audit..........................................................- 154 - 7.3.6 Configuration baseline................................................................................- 154 - 7.3.7 Configuration Management Database......................................................- 155 - 7.3.8 Software and document libraries...............................................................- 156 - 7.3.9 Definitive Software Library.........................................................................- 156 - 7.3.10 Licence management...............................................................................- 156 - 7.4 Benefits and possible problems..................................................................................- 157 - 7.4.1 Benefits.........................................................................................................- 157 - 7.4.2 Possible problems.......................................................................................- 158 - 7.5 Planning and implementation.....................................................................................- 159 - 7.5.1 Initial planning..............................................................................................- 160 - 7.5.2 Agreement on purpose, objectives, scope, priorities and implementation approach aligned with business objectives.......................................................- 160 - 7.5.3 Appointment of a Configuration Manager and planning a Configuration Management team................................................................................................- 162 - 7.5.4 Analysis of existing systems......................................................................- 163 - 7.5.5 Developing Configuration Management plans and systems design....- 163 - 7.5.6 Detailed planning for implementation.......................................................- 164 - 7.5.7 Populating the CMDB and DSL...............................................................- 167 - 7.5.8 Cutover to new processes..........................................................................- 168 - 7.5.9 Other implementation considerations.......................................................- 169 - 7.5.10 Costs...........................................................................................................- 169 - 7.6 Activities....................................................................................................................- 171 - 7.6.1 Configuration management planning.......................................................- 171 - 7.6.2 Configuration identification.......................................................................- 172 - 7.6.3 Control of CIs...............................................................................................- 180 - 7.6.4 Configuration status accounting................................................................- 185 - 7.6.5 Configuration verification and audit..........................................................- 186 - 7.6.6 CMDB back-ups, archives and housekeeping........................................- 187 - 7.6.7 Providing a Configuration Management service.....................................- 187 - 7.7 Process control...........................................................................................................- 188 - 7.7.1 Management reporting................................................................................- 188 - 7.7.2 Key performance indicators.......................................................................- 189 - VIII 7.8 Relations to other processes.........................................................................- 190 - 7.9 Tools specific to the Configuration Management process..........................................- 193 - 7.9.1 Configuration Management system..........................................................- 193 - 7.9.2 Software Configuration Management.......................................................- 194 - 7.9.3 Change Management and Release Management support...................- 195 - 7.9.4 Configuration auditing.................................................................................- 195 - 7.9.5 Enterprise system and tools......................................................................- 195 - 7.9.6 Other tools....................................................................................................- 196 - 7.10 Impact of new technology...........................................................................- 197 - 7.11 Guidance on Configuration Management................................................................- 197 - 7.11.1 Level of control...........................................................................................- 197 - 7.11.2 Versions or Variants?................................................................................- 198 - 7.11.3 Selection of Configuration Management tools......................................- 199 - Annex 7A: The central function for Change, Configuration and Release Management..- 199 - Setting up a Change, Configuration and Release Management function.....- 200 - Annex 7B: Specific responsibilities of the Configuration Management team.................- 204 - Configuration Manager responsibilities..............................................................- 204 - Configuration Librarian responsibilities..............................................................- 206 - Annex 7C: Suggested CI attributes..................................................................................- 207 - 8 Change Management.............................................................................................................- 208 - 8.1 Goal of Change Management.....................................................................................- 208 - 8.1.1 Purpose.........................................................................................................- 208 - 8.1.2 Best practice.................................................................................................- 208 - 8.1.3 Program/project management and Change Management....................- 209 - 8.2 Scope of Change Management...................................................................................- 209 - 8.2.1 Why Change is important...........................................................................- 212 - 8.2.2 Boundaries between Incident resolution and Change Management...- 213 - 8.2.3 Application development and Change Management.............................- 214 - 8.2.4 Business change and Change Management..........................................- 215 - 8.3 Basic concepts............................................................................................................- 215 - 8.3.1 Requests for Change................................................................................- 219 - 8.3.2 Change Advisory Board............................................................................- 220 - 8.3.3 Change metrics............................................................................................- 222 - 8.3.4 The Forward Schedule of Change, and Change models....................- 222 - 8.3.5 Outsourcing and Change Management...................................................- 224 - 8.3.6 Critical outage plan......................................................................................- 225 - 8.4 Benefits, costs and possible problems........................................................................- 226 - 8.4.1 Benefits.........................................................................................................- 226 - 8.4.2 Costs.............................................................................................................- 226 - 8.4.3 Possible problems.......................................................................................- 227 - 8.5 Activities....................................................................................................................- 229 - 8.5.1 Planning the implementation of operational processes.........................- 229 - 8.5.2 Change logging and filtering......................................................................- 229 - 8.5.3 Allocation of priorities................................................................................- 230 - IX 8.5.4 Change categorisation................................................................................- 231 - 8.5.5 CAB meetings............................................................................................- 232 - 8.5.6 Impact and resource assessment.............................................................- 233 - 8.5.7 Change approval.........................................................................................- 235 - 8.5.8 Change scheduling......................................................................................- 235 - 8.5.9 Change building, testing and implementation.......................................- 237 - 8.5.10 Urgent Changes........................................................................................- 238 - 8.5.11 Urgent Change building, testing and implementation..........................- 240 - 8.5.12 Change review.........................................................................................- 241 - 8.5.13 Reviewing the Change Management process for efficiency and effectiveness..........................................................................................................- 242 - 8.5.14 Roles and responsibilities......................................................................- 243 - 8.5.15 Establishing a Change Advisory Board..................................................- 244 - 8.6 Planning and implementation.....................................................................................- 245 - 8.6.1 Designating the Change Manager role....................................................- 245 - 8.6.2 Deciding on a Change Management system........................................- 245 - 8.6.3 Planning system reviews............................................................................- 246 - 8.6.4 Implementation planning............................................................................- 246 - 8.6.5 Guidance.......................................................................................................- 246 - 8.7 Metrics and management reporting..........................................................................- 249 - 8.7.1 Auditing for compliance..............................................................................- 250 - 8.8 Software tools...................................................................................................- 251 - 8.9 Impact of new technology..........................................................................................- 252 - 8.9.1 The business domain..................................................................................- 252 - 8.9.2 Technology....................................................................................................- 254 - 9 Release Management............................................................................................................- 256 - 9.1 Goal of Release Management........................................................................- 256 - 9.2 Scope of Release Management.....................................................................- 257 - 9.3 Basic concepts............................................................................................................- 258 - 9.3.1 Release.........................................................................................................- 258 - 9.3.2 Release policy and planning......................................................................- 259 - 9.3.3 Release unit.................................................................................................- 260 - 9.3.4 Release identification..................................................................................- 261 - 9.3.5 Types of Release.........................................................................................- 261 - 9.3.6 Definitive Software Library.........................................................................- 263 - 9.3.7 Definitive Hardware Store (DHS)..............................................................- 264 - 9.3.8 Configuration management Database (CMDB)......................................- 265 - 9.3.9 Build management......................................................................................- 265 - 9.3.10 Testing.........................................................................................................- 265 - 9.3.11 Back-Out plans..........................................................................................- 266 - 9.4 Benefits and possible problems..................................................................................- 267 - 9.4.1 Benefits.........................................................................................................- 267 - 9.4.2 Possible problems.......................................................................................- 268 - 9.5 Planning and implementation.....................................................................................- 269 - X 9.5.1 Planning........................................................................................................- 270 - 9.5.2 Implementation............................................................................................- 278 - 9.5.3 Costs.............................................................................................................- 279 - 9.6 Activities....................................................................................................................- 280 - 9.6.1 Release planning.........................................................................................- 280 - 9.6.2 Designing, building and configuring a Release.......................................- 281 - 9.6.3 Release acceptance....................................................................................- 283 - 9.6.4 Rollout planning...........................................................................................- 284 - 9.6.5 Communication, preparation and training................................................- 287 - 9.6.6 Distribution and installation........................................................................- 288 - 9.7 Process control...........................................................................................................- 289 - 9.7.1 Key performance indicators.......................................................................- 289 - 9.7.2 Management reporting................................................................................- 290 - 9.8 Relations to other processes.......................................................................................- 290 - 9.8.1 Configuration Management........................................................................- 290 - 9.8.2 Change Management.................................................................................- 291 - 9.8.3 Software from Developers and suppliers.................................................- 291 - 9.8.4 Problem Management and the Service Desk..........................................- 291 - 9.8.5 Project Management and PRINCE2.........................................................- 292 - 9.9 Tools specific to the Release Management process...................................................- 292 - 9.9.1 Change Management tools........................................................................- 292 - 9.9.2 Configuration Management tools..............................................................- 292 - 9.9.3 Software Configuration Management (SCM) tools.................................- 292 - 9.9.4 Build management tools.............................................................................- 293 - 9.9.5 Electronic software distribution..................................................................- 294 - 9.9.6 Software and hardware auditing tools......................................................- 296 - 9.9.7 Desktop management tools.......................................................................- 296 - 9.9.8 Server management tools..........................................................................- 296 - 9.10 Impact of New Technology......................................................................................- 297 - 9.10.1 The future of support tools.......................................................................- 297 - 9.10.2 ‘Thin client’...............................................................................................- 297 - 9.10.3 Multi-tier systems......................................................................................- 297 - 9.10.4 Internet applications..................................................................................- 298 - 9.10.5 Software updates via the Internet...........................................................- 299 - 9.11 Guidance for successful Release Management........................................................- 300 - 9.11.1 Configuration Management......................................................................- 300 - 9.11.2 Change Management...............................................................................- 301 - 9.11.3 Release Management...............................................................................- 301 - 9.11.4 Application design issues.........................................................................- 302 - 9.11.5 The positioning of software: what to put where.....................................- 302 - Annex 9A: Checklist to use when reviewing rollout plans..............................................- 303 - Annex 9B: Sample Release Management objectives for distributed systems..................- 304 - 10 Service Management software tools...................................................................................- 306 - 10.1 Types of tools....................................................................................................- 307 - XI 10.2 Summary of tool-evaluation criteria........................................................................- 307 - 10.2.1 Service Management tools......................................................................- 308 - 10.3 Product training........................................................................................................- 309 - 11 Planning for the Implementation of Service Management..................................................- 310 - 11.1 A Service Management project..................................................................- 310 - 11.2 Feasibility study.......................................................................................................- 311 - 11.3 Assessing the current situation.................................................................................- 311 - 11.3.1 Introduction.................................................................................................- 311 - 11.3.2 A ‘health check’..........................................................................................- 311 - 11.4 General guidelines on project planning....................................................................- 313 - 11.4.1 Project characteristics...............................................................................- 313 - 11.4.2 Business case for the project...................................................................- 314 - 11.4.3 Critical success factors and possible Problems....................................- 314 - 11.4.4 Project costs...............................................................................................- 315 - 11.4.5 Organisation...............................................................................................- 316 - 11.4.6 Products......................................................................................................- 316 - 11.4.7 Planning......................................................................................................- 317 - 11.4.8 Communication plan.................................................................................- 317 - 11.5 Project review and management reporting...............................................................- 318 - 11.5.1 Progress reporting.....................................................................................- 319 - 11.5.2 Evaluation of the project...........................................................................- 319 - 11.5.3 Post-project review....................................................................................- 320 - 11.5.4 Auditing for compliance using quality parameters................................- 320 - 11.5.5 Auditing for improvement using key performance indicators..............- 321 - 11.5.6 Management reporting..............................................................................- 322 - 12 Bibliography.......................................................................................................................- 323 - 12.1 References................................................................................................................- 323 - 12.2 Other Sources...........................................................................................................- 328 - Appendix A: Terminology........................................................................................................- 329 - A.1 List of acronyms.................................................................................................- 329 - A.2 Glossary of terms...............................................................................................- 330 - Appendix B: Process theory and practice................................................................................- 337 - B.1 Process theory............................................................................................................- 337 - B.1.1 The product-oriented organisation............................................................- 337 - B.1.2 Moving towards a process-oriented organisation..................................- 338 - B.1.3 The process approach................................................................................- 338 - B.2 Process modelling case study: Service Support example..........................................- 340 - B.2.1 Introduction..................................................................................................- 340 - B.2.2 The approach...............................................................................................- 341 - B.2.3 Process analysis.........................................................................................- 342 - B.2.4 Conclusion...................................................................................................- 344 - Appendix C: Implementing Service Management processes – issues to consider...................- 345 - C.1 Process implementation..................................................................................- 345 - C.2 Applicability / scalability...........................................................................................- 346 - XII C.2.1 Large and small IT units.............................................................................- 346 - C.3 Process implementation projects: a checklist............................................................- 346 - C.3.1 Procedures...................................................................................................- 347 - C.3.2 Dependencies.............................................................................................- 347 - C.3.3 People...........................................................................................................- 347 - C.3.4 Timing...........................................................................................................- 348 - C.4 Impact on an organisation.........................................................................................- 348 - C.4.1 Hierarchical structure.................................................................................- 348 - C.4.2 Matrix organisation.....................................................................................- 348 - C.4.3 Self-learning teams (coaching management).........................................- 349 - C.5 Benchmarking.....................................................................................................- 349 - C.6 A sample implementation strategy.............................................................................- 350 - C.6.1 Phase 1:.......................................................................................................- 350 - C.6.2 Phase 2:.......................................................................................................- 350 - C.6.3 Phase 3:.......................................................................................................- 351 - C.6.4 Phase 4:.......................................................................................................- 351 - C.6.5 Phase 5:.......................................................................................................- 351 - C.6.6 Phase 6:.......................................................................................................- 351 - C.7 Process improvement.......................................................................................- 352 - Appendix D: Quality................................................................................................................- 353 - D.1 Quality Management.................................................................................................- 353 - D.1.1 Deming.........................................................................................................- 353 - D.1.2 Juran.............................................................................................................- 354 - D.1.3 Crosby..........................................................................................................- 355 - D.1.4 Six Sigma.....................................................................................................- 356 - D.2 Formal quality initiatives..........................................................................................- 357 - D.2.1 Quality standards........................................................................................- 357 - D.2.2 Total Quality Systems: EFQM...................................................................- 358 - D.2.3 Quality awards.............................................................................................- 359 - Appendix E: Example cost-benefit analysis for Service Management processes....................- 362 - Appendix F: The Service Support process model....................................................................- 365 - Other Information Sources and Services..................................................................................- 366 - The IT Service Management Forum (itSMF)...................................................................- 366 - ITIL training and professional qualifications...................................................................- 366 -

Springer International Publishing Switzerland 2017 This book consists of 30 chapters. Chapter 1 presents the theory and application of actuation of elastomeric micro-devices via capillary force technology. Chapter 2 provides insight into the fundamental design, working principles, and practical guidance of MEMS accelerometers. Details of experimental setups, signal conditioning, and data processing are also provided to construct an integrated performance assessment system. Chapter 3 gives an overview of the impact of the change from a focus on analysis, simulation, and modeling combined with outsourcing hardware design to the use of digital fabrication tools allowing a cyclic design process inside the lab, using many examples from various projects, and shares some insights and lessons learned for facilitating and implementing this process. Chapter 4 presents the design of a family of micro-robots capable of object manipulation in a fluidic environment. Chapter 5 discusses how state-of-theart mobile technologies may be integrated into human-in-the-loop cyber-physical systems and exploited to provide naturalmappings for remote interactions with such systems. A demonstrative example is used to show how an intuitive metaphor is uncovered for performing a balancing task through the teleoperation of a ball and beam test bed. Chapter 6 provides an overview on force/tactile sensor development. By exploiting optoelectronic technology, two tactile sensors that can be used to execute both fine manipulation of objects and safe interaction tasks with humans are designed and realized. Chapter 7 addresses a brief account of issues related to mechanical properties of MEMS. Micro-testing techniques including microtensile and micro-fatigue testing along with the hardware are described with typical sample type, shape, and geometry, depicted with diagrams and images. Chapter 8 studies a type of marmot-like rescue robot for mine safety detection and rescuing. The kinematics, maximum stiffness, minimum stiffness, and global stiffness of the head section of the rescue robot are modeled and analyzed. Chapter 9 presents a systematic review of key control schemes for reconfigurable robotic systems, highlighting their benefits and disadvantages, and also reviews the application of these systems at microscale. Chapter 10 gives a detailed overview of MEMSbased sensors and actuators. Chapter 11 proposes a novel sensing approach to in situ particulate material (soot) load measurement in a diesel particulate filter using electrical capacitance tomography (ECT). Chapter 12 provides an overview of three actuation mechanisms that are relevant for biomedical applications of microfluidics. The topics dealt with include dielectrophoresis, acoustophoresis, and magnetophoresis. Chapter 13 reviews a few mechatronic devices designed and used in ASD screening and discusses a few devices used for therapeutic purposes. Chapter 14 conducts a critical and thorough review on vapor/gas sensing properties of a wide range of electrochemically derivedmetal oxide nano-forms as the sensing layer employing a different device configuration. Chapter 15 develops a wearable blood pressure monitoring system using ultrasound and a microperfusion system using a metal needle with micro-flow channel for measurement of subepidermal biological substances. Chapter 16 discusses the fabrication strategies and materials for the development of physical, chemical, and biosensors. The emerging applications of flexible electronics in wound healing, wearable electronics, implantable devices, and surgical tools, as well as point-of-care diagnostic devices, are also explored. Chapter 17 presents several MEMS devices where the main application is agriculture. Chapter 18 shows the design, fabrication, and testing of a multifunctional MEMS sensor for use in hydraulic systems. The MEMS device is incorporated into a typical fluid power component. Chapter 19 proposes a piezoelectric-actuated rigid nano-needle for single cell wall (SCW) cutting. A fabricated tungsten (W) nano-needle is assembled with a commercial piezoelectric actuator laterally and perpendicularly. Chapter 20 develops a process planning-driven approach for the development of a robotic percussive riveting system for aircraft assembly automation. Chapter 21 introduces photoinduced fabrication technologies for 3D MEMS devices and examines four technologies and their outcome of applications where fabricated feature sizes decrease and resolution increases. Chapter 22 presents a design principle of the OKES by deriving a mathematical model and characterized the OKES performance in terms of working range, positioning accuracy, resolution, linearity, bandwidth, and control effectiveness with the nano-positioning systems. Chapter 23 presents a lab-on-chip microfluidics system for SCM measurement, related to the force required to drag a single cell and Newton’s law of motion inside microfluidics channel. Chapter 24 focuses on the characteristics of micromanipulation in terms of the types and principles of gripping forces. Chapter 25 discusses three important aspects of inertial microfluidics: fundamental mechanism, microchannel designs, and applications. Chapter 26 provides a detailed overview of the different types of piezoelectric force sensors and the dynamic calibration techniques that have been used to calibrate these sensors. Chapter 27 introduces a magnetically driven micro-robotics system to explain the procedure of developing a magnetic levitation stage and proposes a sensor switching mechanismthat combines magnetic flux measurement-based position determination and optical sensor-based position detection. Chapter 28 applies 3D printing molding methods to fabricate a miniature magnetic actuator for an optical image stabilizer, and the application of robust control techniques to actuate the developed miniature magnetic actuators is discussed. Chapter 29 deals with the concept of biofeedback control systems and its structure, and various applicable control methods which are designed to fulfill different system requirements are provided. Chapter 30 develops an inverse adaptive controller design method for the purpose of mitigating the hysteresis effect in the magnetostrictive-actuated dynamic systems.

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