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?????%20???????%20???%20ITIL%20?-?'%20???%20Closed%20Loop

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... Impact (Change manager sends RFC copy to CAB) ... The CAB will be composed based on the changes to be considered ... Change manager convenes the CAB or CAB/EC ... – PowerPoint PPT presentation

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Title: ?????%20???????%20???%20ITIL%20?-?'%20???%20Closed%20Loop


1
????? ??????? ??? ITIL ?-?' ??? Closed Loop
???? 5 ?? ???? ????? itSMF ??????
?????
  • ?? ??????, CTO, ??????
  • shaio_at_matrix.co.il

2
Agenda
  • ????? ??????? ?! ??? ?
  • ?? ?? Change Management ??? ITIL ?
  • ???? ????? ITIL ????? ?? ?????? ????? ??????
    ??????? ?
  • ????? ???? ?-ROI ?? Change Management ?
  • ??? ????? Change Management
  • ????? ???????
  • ???? ?-Closed Loop Change Management
  • Closed Loop Change Management Use Case

3
????? ??????? ?!??? ?
4
??????? ?????
  • Hitachi Data Systems bi-annual survey of 800 IT
    directors in 21 countries in EMEA identified the
    top three business continuity concerns
  • Fire 57
  • Computer Viruses 55
  • Human Error 50
  • From Managing Automation, September 13,
    2005
  • http//www.managinginformation.com/news/content_sh
    ow_full.php?id4255

5
?????
  • Human error still counts for the majority of
    security incidents 79.3.
  • 53 of organizations do not have written IT
    security policies.
  • 50 have no plans to implement security awareness
    training.
  • 63 have no plans to hire IT security personnel
    in the next year.
  • 27 of firms polled require IT security training
    and only 12 require any form of certification.
  • May 17, 2005 Third annual CompTIA
    study
  • http//www.comptia.org/about/pressroom/get_pr.aspx
    ?prid611

6
??????
Operator Error 60
System Outages 20
5
Security Related
15
Non-Security Related
Application Failure 20
Data Source IDC, 2004. Graphic Source Tripwire
7
It is not necessary to change.  Survival is not
mandatory
  • W. Edwards Deming

8
????? ?? ?? ?????... ?? ?????.
  • ?-80 ??????? ?????? ?????? ???????? ?? ???????
    ????? -- ?????
  • ?-50 ?? ???????? ???????? ??????? ??????? ?????
    ?????? ????? ????? ?? ??????? ???????
  • ???? ????? ????? ?-IT ?? ???? ?????? ????
    ???????

9
??? ?????? ?? GAP.com
GAP annual revenue from .com site 236 million
Divide by 365
Daily revenue loss 646,000
10
It is not the strongest of the species that
survives, nor the most intelligent, but the one
most responsive to change
  • Charles Darwin

Sometimes it's the smallest decisions that can
change your life forever
Bruce Barton
11
Business Needs vs. IT Needs
  • Business needs flexibility
  • Location
  • Operating system
  • User roles
  • Response to change
  • IT needs to standardize
  • Reduce support costs
  • Improve security
  • Improve compliance
  • Conflict Between Flexibility and Standardization

12
Conflict 2 IT Control vs. IT Responsiveness
  • In the Business World change drives competitive
    advantage
  • In the IT World working systems are best left
    alone
  • The Paradox
  • IT is often perceived as unresponsive but at
    the same time
  • IT needs to increase control of the IT
    environment to deliver quality
  • Achieving balanced state of responsive and
    controlled is crucial for IT to support modern
    business
  • Current approaches usually optimize one or the
    other but not both!

The Answer? A Best-Practice Solution Integrate
and automate Change and Configuration Management
(CCM) practices into the IT organization
13
?? ?? ????? ??????? ?
  • ????? ??????? ??? ITIL

14
Great things are not done by impulse but by a
series of small things brought together
  • Vincent Van Gogh

15
Change Management by ITIL
  • ITIL Change Management - ????? ??????
  • To ensure that standardized methods and
    procedures are used for efficient and prompt
    handling of all requests for changes in order to
    minimize the impact of change-related incidents
    on service quality and to improve the day to day
    operations of the organization and the service
    levels.
  • To make an appropriate response to a Change
    request entails a considered approach to
    assessment of risk and business continuity,
    Change impact, resource requirements and Change
    approval. This considered approach is essential
    to maintain a proper balance between the need for
    Change against the impact of the Change.
  • It is particularly important that Change
    Management processes have high visibility and
    open channels of communication in order to
    promote smooth transitions when Changes take
    place.
  • Apply ongoing continuous improvement techniques
    to the Change Management process

16
Change Management by ITIL
  • ITIL Change Managements scope
  • Hardware
  • Communications infrastructure
  • System software
  • 'Live' applications software
  • All documentation and procedures associated with
    the running, support and maintenance of live
    systems

17
Change Management by ITIL
  • ITIL Change Management - ????? ??????
  • Minimize The Impact Of Change-related Incidents
  • ??????
  • ????? ???? ????? ????? ??? ?????? ?????
  • ???.....
  • ????? ??????? ?????? ?????? ?
  • ????? ??????? ?
  • ????? ???? ??????

18
Change Management by ITIL
  • ITIL Change Management - ????? ??????
  • Efficient and prompt handling of all changes
  • ??????
  • ???? ????? ????? ?????? ????? ??????
  • ????? ??????? ????? ?? ???? / ??????? ?????
  • ???? ????? ?? ????????? ???????

19
Change Management by ITIL
  • ITIL Change Management - ????? ??????
  • Ensure that standardized methods and procedures
    are used
  • ??????
  • ??? ????? ????? ??????? ????
  • ???? ????? ????? ??????
  • ?? ????? ??? "????? ?? ????? ????"
  • ????? ??????? ?????? ?? ???????? ???????????
    ??????? ??????
  • ???? - ????? ????? ?? ????? ????? ????? ??????
    ??"?, ????? ?????? ?? ???????

20
Change Management by ITIL
  • ITIL Change Management - ????? ??????
  • A considered approach to assessment of risk and
    business continuity
  • ??????
  • ???? ????? ?-Impact ?????? ?? ????????
  • ???? ????? ??????? ?????? / Batch ????????

21
Change Management by ITIL
  • ITIL Change Management - ????? ??????
  • Maintain A Proper Balance Between The Need For
    Change Against The Impact Of The Change
  • ??????
  • ???? ??????? ?????? ?? ?????? ???? ????? ??????
    ?? ??????
  • ????? 20 ?????? ?? ??????? ???? ??? ????? ????
  • ??? ?? ???? ????? ??? 100 K

22
Change Management by ITIL
  • ITIL Change Management - ????? ??????
  • Have High Visibility And Open Channels Of
    Communication
  • ??????
  • ???? ????? ?????? ??????
  • ???? ?????? ????? ???? ?????
  • ????? ?? ?????? / ???????? ?? ??????? ??? ???????
    ??????????

23
Change Management by ITIL
  • ?????? ???????? ?? Change Management
  • Improve the quality of the Change process through
    structured methods procedures.
  • Minimize the negative impact of changes sharing
    of experience and communications.
  • Establish efficient approval lines that cover the
    business, technical and support aspects of the
    change.
  • Develop a variety of change processes to fit
    commonly occurring degrees of change.
  • Apply ongoing continuous improvement techniques
    to the Change Management process.

24
Change Management ?? ?? ??? ??? ????'? ???
  • ???? ????? ??? ????? ????? ???????? ???????
    Release Management ??? Assets Config Management
  • Change Management Is the set of standardized
    processes and tools used to handle change
    requests in order to support the business while
    managing risks. (Risk Management)
  • Release ManagementUses formal controls and
    processes to safeguard the production
    environment. Coordinates the rollout of changes.
    (Quality Control)
  • Asset Configuration ManagementFocuses on
    tracking and documenting configurations and then
    providing this information to other areas
    including Change and Release Management.
    Configuration tracks relationships to understand
    who is affected and assess impact.

25
????? ????
  • ??? ???
  • Change - An action that results in a new status
    for one or more IT infrastructure configuration
    items
  • Standard Change (Pre-approved)
  • Request for Change (RFC)
  • Impact Categories
  • Urgent change (EC)
  • Forward Schedule of Changes (FSC)
  • Change Advisory Board (CAB)
  • Change Advisory Board Emergency
  • Committee (CAB/EC )

26
ITIL Change ManagementThe Change Control Process
  • ????? ??????? ???? ??? ????? ???? ?????? ????
    ?????? ?????
  • ITIL Handbook Change Management
  • Goal A single centralized change process that
    manages the entire life-cycle of the change
    including
  • Initiation Recording ? Filtering ? Assessment ?
    Categorization ? Authorization
  • Review and closure ? Implementing ? Building
    Testing ? Scheduling

Source ITSMF Companion9. Change Mgmt, Page 41
27
????? ????? ??????? ??????? ????? ????? ?? ?
  • Incident / Problem Management / Business / User
  • Identify a potential change
  • Create Request For Change (RFC)
  • Change Manager
  • Filters requests
  • Prioritize - Determines urgency
  • Determines if it is a standard change ?
  • Categorize - Identifies the category based on
    business impact
  • Minor Impact (Change manager authorizes,
    schedules notifies CAB)
  • Significant Impact (Change manager sends RFC copy
    to CAB)
  • Major Impact (Decided at a senior management or
    Board level)
  • CAB
  • Advises the change manager who chairs the CAB
  • Change Manager
  • Authorizes or Rejects the change
  • Build the change
  • Release management
  • Engages to oversee testing, rollout planning,
    etc.

28
?? ???? ????? ??? ?-CAB
  • Change Manager (ITIL role)
  • Problem Manager (ITIL role)
  • Service Level Manager (ITIL role)
  • Affected customers and users
  • Development staff
  • Consultants / Vendors / Outsourcers
  • Services Staff
  • Service Desk
  • IT Security
  • IT Audit
  • Note
  • The CAB will be composed based on the changes to
    be considered
  • Attendees can vary, even during a given meeting
  • The CAB is a decision making body, not a forum
    for communications.
  • Ask Does the potential attendee add a needed
    perspective?
  • Use the Forward Schedule of Change (FSC) to
    communicate

29
????? ????? (Emergency Change)The EC Process
  • Emergency changes still follow a process
  • Change manager convenes the CAB or CAB/EC
  • They then quickly review resources, impact and
    urgency to make a go/no-go decision.
  • The change manager can authorize without the CAB
    or CAB/EC
  • Emergency changes have higher risk as they follow
    an abbreviated process
  • Follow a defined escalation list
  • Follow a defined check list
  • Test in greater detail afterwards
  • Review in the next CAB meeting

30
???? ??????? ITIL ?????
  • Incident Management
  • Changes to address incidents must route through
    Change Management
  • Incidents associated with changes
  • Problem Management
  • Changes arising from the generation of
    workarounds from known errors as well as final
    solutions are processed through Change
    Management.
  • The Problem Manager sits on the CAB.
  • Post Implementation Review
  • Problems associated with changes
  • Availability Management
  • Projected Service Availability (really negotiated
    unavailability) for confirmation
  • Forward Schedule of Change (FSC)
  • Reports on implemented changes and their
    potential impact to availability

31
???? ??????? ITIL ????? - ????
  • IT Service Continuity Management
  • Proposed changes for ITSCM review
  • Notification of implemented ITSCM related changes
  • Capacity Management
  • RFCs from Capacity Management
  • Review of proposed changes for capacity impact
  • Review of backed out changes
  • Financial Management
  • Financial assessment of proposed RFCs
  • Financial review of implemented RFCs
  • Security Management
  • RFCs from Security Management
  • Assessment of proposed RFCs

32
????? ???? ?-ROI ?? ????? ??????? ?
33
????? ?????? ????? ????? ????? ????????? ???
????? ??????? ?-MTTR
  • MTTR is the average time it takes to recover a
    service to a level acceptable in the service
    level agreement.
  • If we dont know what changed, the first part of
    dealing with an incident is trying to figure that
    out!!!!
  • Groups with poor change management spend an
    inordinate amount (as high as 80 of time) of the
    MTTR simply trying to figure out what changed.
  • Blame Storming meetings of all experts (expert
    cost a lot of )
  • Phone calls, emails, running down the hall, etc.
  • MTTR is impacted negatively by poor change
    management.

34
????? ????? ??????? ???????????? ??? ?????
??????? ?????? ????? ??????
  • "Inspection with the aim of finding the bad ones
    and throwing them out is too late, ineffective,
    costly. Quality comes not from inspection but
    from improvement of the process" W.
    Edwards Deming
  • Is IT paid to make changes or successful changes?
  • Change management isnt about inspection its
    about having appropriate controls and processes.
  • Change management is a control gate but it also
    generates data that can, and must, be used to
    improve processes.
  • 80 of the fires IT fights are generated by IT!
  • Even if that number is high, a very large
    percentage of unplanned work (45 in one clients
    case) is caused by failed changes.

35
????? ?????? ????? ???? ??? ????? ??????? ??????
?????? ?????
  • Who here
  • Has budget limitations?
  • Has more work than what his/her IT organization
    can handle?
  • Who has spare head count sitting idle?
  • If we can reduce unplanned work
  • Operating expenses are decreased
  • Headcount is freed up from performing
    unproductive work
  • Planned Projects can be addressed instead

36
??????? ?? ?????? ?????? ?????? - "???, ????
???? ?????????? ??? ?? ?????? ?? ?-Patch ????,
5 ????. GH - ?????? ??????"
  • Getting things done quickly is vastly different
    than getting the right things done quickly.
  • Beware the delusion of speed you may be moving
    quickly, but is it in the right direction?
  • Gartner tells us that 70 of business executives
    believe that technology innovation is critical
    yet 80 of the actual investment is spent on
    infrastructure and core operations. 45 of
    business executives strongly agreed that IT was
    too focused on day-to-day IT requirements.This
    tells us that IT is losing attraction due to
    problems.
  • This is the curse of firefighting investing too
    many resources in unplanned work.

37
?????????? ?? Deming
  • ???? ?????????? ???????? ???? ????? ?????
  • ?????? ???? ?????? ?????
  • ???? ?????????? ???????? ???? ???? ?????
  • ????? ???? ??????? ?????
  • ???? ??? ?? ????? ????? ?? ????? ????? ?????????
  • ?? ????? ????? ????? ???????? ???????
  • ????? ??? ????? ?????? ??????

Quality
Cost
38
??? ??????? ?
39
Change Management ?? ?? ???? ?
  • ??????? ???????
  • ????? ??????? ???? ????? ???? ?????? ????????
    ??????
  • ?????? ?? ?? ????? ?????
  • ??????
  • ?? "??? ????" ???????? ??????? ?? Change Manager
  • ?? ???? ?????? ??????? ??? CAB
  • ????? ?-IT ??????? ??????? ??????? ??????
  • ????? ???? ??????
  • ????? ?????
  • ??????? ??????
  • ????? ??????? ??????? ????? ????? ????
  • ??????
  • ????? ?????
  • ????? ???? ????? ????? ??????? ?????? ???? ?????
    ??????
  • ?????

40
The key to change... is to let go of
fear Rosanne Cash
  • Risk Management

41
?? ???? ???? ?? ??????
100
You can spend a fortune and you will never truly
hit a 100 level of assurance. The objective is
to lower risk to an acceptable level, not
eliminate it because you cant!
??? ???????
??? ?????? / ?????
42
????? ?-CMDB ?????? ??????
  • ????? ???? ?? ?-CI ?????? ??????
  • ?? ????? ?-CI
  • ??? ????
  • ??? ?????? ?????? ?? ?-CI
  • ??? ???? ????? ?-Compliance Policy
  • ?? ????? - Service Model
  • ??????? ??????
  • ??????? ??????
  • ??????? ?????? ??????? Batch
  • ?? ????? - ???????? ?? ???????
  • ??? ???? ??????? ?-CI ???
  • Problems ??????
  • ???????? ?? Incidents
  • ????? ?????? - ??? ?????? ????? ???? ?-CI
  • ?? ?-SLA ?? ?-CI / ?????? ??????
  • ????? ????????? ?? ???? ????? / ??? ??????
    ??????

43
??? ????? ??? ???? ??? ??????????? ?? ???
Discovery ?????? ??????? ?????
  • ??? Discovery ????? ??????? ??? ??????? ?????? ?
  • ????? ?????? ???????? ?????? ?-CMDB
  • ????? ??????? ????? ?????? ????? ????????
  • ????? ????? ??? ????? ??????
  • ????? ?????? ?-Compliance
  • ?? ????? ??????
  • ????? ???

All truths are easy to understand once they are
discovered. The point is to discover
them Galileo Galilei
44
?????. Change Management ! ?? ??? ?? ????
Workflow - ????... ??? ????? !
45
??? ???? ????? ?? Patch ???????????? ????? Patch
??"? Gartner
46
Chaos Regions??? ??? ????? ????? ?/?? ?? ?????
???? ?? ??????
47
"The problem with communication ... is the
illusion that it has been accomplished "
  • George Bernard Shaw

48
Open Loop ???? ???? ???? ???????
Operator Error 60
System Outages 20
5
Security Related
15
Non-Security Related
Application Failure 20
Data Source IDC, 2004. Graphic Source Tripwire
49
????? ??????? ?????? ????? ?-Open Loop
Added time/cost to document compliance
(segregation of duties, changes, licensing)
Manual compliance reporting from multiple sources
Requests
Verification
Planning
Manual verification of change completion
- Expensive re-dos - Vulnerabilities remain
Approval
Implementation
- Systems break due to mismatch of testing,
targets, released software - Implementation
delays and errors
Manual, swivel-chair level integration between
change and implementation
50
I know what I gave them, I dont know what they
received
  • Buddha

51
?? ?? ?? ?
52
????? ??????? - ?????????
  • Closed Loop Change Management
  • ????? ????? ????? ????
  • ????? ????? ?????? ??????? ???? ????? ???? ???
    ?????? ?????
  • ????? ??????? ???? CI / ??????? ??? ??????? /
    CMDB
  • ????? ????? ???????? ?? ??????? ???? ?-CI ?????
    ??? ???"?
  • ????? ????? ??????? ????? ????????? ????? CI
    ?????? ???? ?????? ?????
  • ??????????? ?? ?????? ?????
  • ????? ?-Templates ?????? ??????? ?????? ?????
    ???? Security Patch
  • Impact Analysis
  • ????? ?????? ?????? ??????? ????? ??????
  • Notification ?? ?????? ??????? ????? ?????
  • ????? ?????? ????? ????? ??? Notification ??
    ?????? ???????
  • ????? ????? ??? ?????
  • ????? ????? ??? ????? ?????? ?????? ?????
  • ????? ??????? (Workflow)

53
????? ??????? ????????? ????
  • ????? ???????? ?? ?-Risk ????? ??????
  • ????? ???? ?? ??????
  • ???? ??????? ????? ???????? ????? ???????
  • ????? ????? ??? ??????? ???? ????? ????? ?????
    ????
  • ??? ????? ??? ????? ????? / ????? ????? ?????
    ???? ?? ????????
  • ??? ?-SLA ?? ?????? ????? ????? ??????? ????
    ?-SLA ???? ?????? ?????? ?? ??????
  • ????? ???? ?? ?????? - ????? ???? ???? ?-Batch
  • ???? ?????? Batch ???????? ???? ???? ????? ??????
  • ????? ??????? ??????? ?? ????????
  • ????
  • ????? ?????? ?? Batch Job ?-Control-M
  • ????? ????? ?? ????? / ????? ??? ??? ????? ?????
    ??????

54
????? ??????? ????????? ????
  • ????? ??????? ?????? ????? ??????(Release
    Management)
  • ????? ?? ?????? ?? ?-CIs ??????? ?-Change Request
  • ????? ?? ?????? ?? ?-DSL package ?????? ??????
    ??????
  • ????? ??????? ????? ???????Capacity Management
  • ??????? ?? ????? Capacity ??? ???? ????? ??????
  • What-If ?? ???? ??
  • ???? ??????????
  • ???? ????????????
  • ???? ?????
  • ????? ??????

55
Designing an effective approach
  • Provide an integrated and automated change
    process that offers a flexible balance
  • This solution would need to
  • Manage the change lifecycle from request to
    verification
  • Provide flexible deployment policies
  • Continually monitor enforce deployments and
    polices
  • Intelligently manage the update/patch process
  • Offer management visibility approval
  • Achieve better compliancy monitoring and goal
    attainment

56
Closed-Loop Change ManagementThe Process
Requests
Compliance
Planning
Verification
Approval
Implementation
57
Quick Fact
  • Closed-loop managed PCs can save 268 per year,
    per PC as compared to unmanaged PCs
  • Gartner

58
Closed-Loop Change ManagementThe Components
Discovery Solutions
59
Quick Fact
  • Using a closed-loop, automated process to
    provision new users can reduce costs by 578 per
    new PC deployment.
  • Gartner

60
Client Management Use Case Closed-Loop Change
Management
  • New Vulnerability
  • Employee Change
  • System Refresh
  • OS Migration

Planning/Scheduling Ensures assessment of
resources, costs and risks for the change
Compliance Reporting
Risk and Impact Analysis
  • Verification
  • Auto verify task
  • Discovery Verification

Tasks assigned and worked
Approval (Governance)Ensures change
prioritization and resource allocation
ImplementationEnsures changes are deployed with
minimal infrastructure disruption
61
???? ?? Closed Loop Change Management
?????? ???????
??????
????? ?????
????? ????? ??????
?????? Online
?????? ???
?????? DB
?????? ?????
?????? WAS
EMC2
EMC1
DB_DHP1
BackBone Tel Aviv
BackBone Haifa
BackBone Jerusalem
DB_DHP2
SRVDB2
SRVDB1
SRVWAS1
SRVWAS2
62
???? ?? Closed Loop Change Management
  • Change Management
  • ????? ?????? ?? ???? ?-CMDB
  • ????? ???????, SLA ?? ??????, ?????????
    ?????,????, ???? ?????
  • Discovery
  • ?????? ????? ???????? ??????? ?????? ??????
  • CMDB Updated
  • ??? ?????? ????????
  • ???? ???? ?? ?????? (?????? / ?? ??????)
  • ?????? ITSM ????????
  • ????? ??????? ??????
  • Dashboard ???????
  • Service Desk
  • ????? ???????
  • ????? ?????
  • ...

?????? ???????
??????
????? ?????
????? ????? ??????
?????? Online
?????? ???
?????? DB
?????? ?????
?????? WAS
EMC2
EMC1
DB_DHP1
BackBone Tel Aviv
BackBone Haifa
BackBone Jerusalem
DB_DHP2
SRVDB2
SRVDB1
SRVWAS1
SRVWAS2
63
???? ?? Closed Loop Change Management
?????? ???????
??????
????? ?????
????? ????? ??????
?????? Online
?????? ???
?????? DB
?????? ?????
?????? WAS
EMC2
EMC1
DB_DHP1
BackBone Tel Aviv
BackBone Haifa
BackBone Jerusalem
DB_DHP2
SRVDB2
SRVDB1
SRVWAS1
SRVWAS2
64
???? ?? Closed Loop Change Management
65
Closed Loop Change Management ??????
  • Use Case

66
Use Case Configuration Update/Change
BMC Remedy Change Management
  • A new configuration is required.
  • A change request in Remedy Change Management is
    opened for its deployment.
  • The change workflow ensures appropriate testing
    and approvals

67
Use Case Configuration Update/Change
BMC Remedy Change Management CCM Calendar
  • Release plans are scheduled by looking at the
    Remedy Change Calendar
  • Ensures that new changes do not adversely impact
    previously scheduled business and IT events

68
Use Case Configuration Update/Change
BMC Remedy Change Management Risk Report
  • Risk assessment and decision making is aided by
    Remedy Change

69
Use Case Configuration Update/Change
BMC Configuration Management
  • The change is automatically populated into BMC
    Configuration Management, along with the Change
    ID and Task ID
  • Administrator initiates the approved change

70
Use Case Configuration Update/Change
BMC Definitive Software Library
  • Configuration Management automatically pulls the
    correct certified software from the Definitive
    Software Library and deploys it to the end-points

71
Use Case Configuration Update/Change
BMC Configuration Management
  • Configuration Management automatically verifies
    the task compliancy and reports that to the
    change ticket
  • This auto-verification is what closes the loop in
    the change process

72
Use Case Configuration Update/Change
BMC Atrium CMDB
  • Regular discovery automatically updates the CMDB
    via reconciliation
  • Changes can be confirmed by reporting from the
    CMDB

73
Use Case Configuration Update/Change
Compliance Reporting
  • Configuration Management automatically stamps the
    logs of each endpoint with the change activity

74
Use Case Configuration Update/Change
Compliance Reporting
Compliance
  • Compliance reporting on ONE set of tasks is much
    more cohesive example, license management
    reporting

75
Use Case Configuration Update/Change
Compliance Reporting
Compliance
  • . . . or for compliance to stated implementation
    policy goals

76
Quick Fact
Enterprises that can deploy patches to 80 percent
of their PCs within 96 hours of a vulnerability
announcement will experience an 80 reduction in
PC downtime (Gartner)
77
"He who rejects change is the architect of
decay.  The only human institution which rejects
progress is the cemetery"
  • Harold Wilson

78
"When you are through changing, you are through
  • Bruce Barton

79
??????
?
  • ?? ??????
  • CTO
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