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

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The "DebianEdu/Documentation/en/ITIL/Support" page has been changed by AlexanderAlemayhu:
https://wiki.debian.org/DebianEdu/Documentation/en/ITIL/Support?action=diff&rev1=8&rev2=9

  
  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.
  
- 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 inquiries 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, to use resources appropriately.
+ 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.
  
  === Key points ===
  
@@ -246, +246 @@

  
  === Procedures for problem management ===
  
- The manual for Skolelinux/Debian Edu is a comprehensive collection of recipes for solving problems and configure the system. Everything is out on Debian wikipedia pages. Maintenance of the recipes happens with the help of professional operators in schools, municipal ICT services and private players, both professionals and volunteers. See links to the English pages: https://wiki.debian.org/DebianEdu/Documentation/Manuals The pages are also translated to Norwegian bokmål. We are working to link the pages to bokmål too.
+ 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 maintened 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 and all changes are logged. It is also possible to import OpenOffice.org documents, and export recipes as pdf.
+ 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.
  
  == Configuration Management ==
  
- The resources spent on IT systems in schools must be handled in a financially prudent manner. Then you have to control of the services used and the equipment or infrastructure as it is often called. The equipment, software and services have a whole range of settings. This is configurations, or a logical model of how infrastructure and services are set up.
+ The resources spent on IT systems in schools must be handled in a financially prudent manner in order to control the services used and the equipment / infrastructure. The equipment, software and services have a whole range of settings - this is configuration, or a logical model of how infrastructure and services are set up.
  
- To control the configurations they must be identified, saved and maintained. One must also be able to keep track of different versions of the configurations. We call each part of a setup for a Configuration Item (CI). A configuration file may, for example, ensure that certain users have access to a few printers in the network. Another can make sure you get a buffer on diskless clients.
+ To manage configuration it must be identified, saved and maintained. One must also be able to keep track of different versions of the configurations. We call each part of a setup for a Configuration Item (CI). A configuration file may, for example, ensure that certain users have access to a few printers in the network. Another can make sure you get a buffer on diskless clients.
  
- An updated database for configuration management is essential to ensure rapid and controlled treatment of operational disturbances, or wanted changes in the layout of machines, programs or services.
+ An updated database for configuration management is essential to ensure rapid and controlled handling of operational issues, or changes in the layout of machines, programs or services.
  
  === Planning ===
  
- It takes planning to establish a database for configuration management. One must decide areas where to use the system, the objective, policies and processes for storage and maintenance of configurations.
+ It takes planning to set up a database for configuration management. One must decide in which areas to use the system, the objective, policies and processes for storage and maintenance of configurations.
  
-  * Identify and select a structure for configurations on the important parts of the ICT infrastructure. It also applies to owners of the configuration, name tags (attributes), dependencies, and relations between configurations.
+  * Identify and select a structure for configuration according to the important parts of the ICT infrastructure. Configuration owners, name tags (attributes), dependencies, and relations between configurations all need to be considered.
-  * Control configurations so that only those who are approved are taken care of in the database through the lifetime of the system. Control over access to the configurations can be done with group permissions. This can be done through the process of Change Management.
+  * Only approved configurations are managed in the database through the lifetime of the system. Control over access to the configurations can be done with group permissions, and can be done through the process of Change Management.
-  * Status logging - keeps track of the condition and status of the various subsystems. This applies throughout the lifetime of the service, software or hardware. There may be a configuration in production, is disconnected or discontinued.
+  * Status logging - keeps track of the condition and status of the various subsystems. This applies throughout the lifetime of the service, software or hardware. There may be a configuration in production, disconnected or discontinued.
-  * Checking and revision. Each configuration must be checked to confirm that the correct information is stored in the database configurations (CMDB). This is followed up with periodic reviews to ensure that the database is constantly updated.
+  * Checking and revision. Each configuration must be checked to confirm that the correct information is stored in the configuration database (CMDB). This is followed up with periodic reviews to ensure that the database is up to date.
  
- As we see, one must plan a whole lot if one want to have a good management of configurations of the ICT system. The purpose of planning this as part of ICT operations is to ensure that systems quickly get on the air, when they go down. With a good track of configurations, it is easy to replace a defective machine with a new one. The configurations can be quickly transferred to the new computer and the ICT system perceives as just as well as before it went wrong with the old machine.
+ As we see, there is a lot of planning needed in order to have configuration management in the IT system. The purpose of planning as part of IT operations is to ensure that systems are fixed quickly when they go down. With a good configuration management, it is easy to replace a defective machine with a new one. The configurations can be quickly transferred to the new computer and the IT system functions just as well as before.
  
  === Management of Configuration Items (CI) ===
  
@@ -295, +295 @@

  
  === Relations to other processes ===
  
- Management of configurations are closely connected with the handling of problems and if the systems are available. Experiencing too often that printing stops, it may happen a change of configuration solves the problem. It may, for example, be to establish a routine for deleting the print queue and restart the print service anew.
+ Management of configurations are closely connected with the handling of problems and if the systems are available. If printing stops to often, it may be that a configuration change solves the problem. It may, for example, be to establish a routine for deleting the print queue and restart the print service anew.
  
  The aim of the changes you make in the configurations are usually to increase the availability of services or programs. It may also be to restrict access to certain programs or services to specific times. To achieve this, one must reconfigure the service. In addition, it may cost money beyond what was agreed on as service level or capacity of the system.