This document discusses ways to improve IT execution and performance through implementing operational models like ITIL, CMMI, ISO 27001, PMBOK, ISO 9001 and others. It emphasizes aligning IT strategy with business strategy. Quality assurance models and continuous improvement tools should also be implemented. Specific areas covered include cost of poor execution, quality management processes, value stream mapping, and Six Sigma strategies. Automating these processes through a governance suite can help overcome challenges and critical success factors.
Improving IT services by implementing best practices. Strategic approval with clear RACI. Details plan covering entire process to improve the efficiency of IT team.
Service Quality Management - OSS Requirements in SQM ecosystemComarch
Quality expectations of customers are increasing, thus acting as catalyst for changes in service providers’ business models and their approach to overall service quality management. Introduction of SDP and Service Delivery Framework has increased flexibility for easily creating and co-provisioning services, resulting in a more complex end-to-end business case for delivering services. This leads to a situation where managing overall quality becomes a challenge as the single operator plays only a linking role in the long supply chain of the services offered.
Improving IT services by implementing best practices. Strategic approval with clear RACI. Details plan covering entire process to improve the efficiency of IT team.
Service Quality Management - OSS Requirements in SQM ecosystemComarch
Quality expectations of customers are increasing, thus acting as catalyst for changes in service providers’ business models and their approach to overall service quality management. Introduction of SDP and Service Delivery Framework has increased flexibility for easily creating and co-provisioning services, resulting in a more complex end-to-end business case for delivering services. This leads to a situation where managing overall quality becomes a challenge as the single operator plays only a linking role in the long supply chain of the services offered.
IT Management is critical to IT success. Join the Community IT President and CEO as he reviews the fundamental functions needed to successfully manage IT.
CPG Companies: Evolving Your Analytics-driven Organizationsaccenture
Accenture surveyed 90 large, global consumer packaged goods companies and found three important dimensions toward building an analytics-driven organization.
Read our other analytics research on accenture.com: http://www.accenture.com/CPGanalytics
Powerful ERP, inventory and financial management tools to streamline your business
Improving your understanding and relationship with your customers
Managing and integrating your company's operations across locations through ERP
Looking to keep your overheads low and IT infrastructure lean
Enterprise resource planning (ERP) is a category of business-management software—typically a suite of integrated applications—that an organization can use to collect, store, manage and interpret data from many business activities, including: product planning, cost. manufacturing or service delivery.
Framework for a business process management competency centreMartin Moore
This framework directs thought to how business process management can be introduced successfully. It uses a maturity model to illustrate how involved the steps can be in this intervention. What it does not cover is the technical effort such as BPM notation and software requirements.
IT Management is critical to IT success. Join the Community IT President and CEO as he reviews the fundamental functions needed to successfully manage IT.
CPG Companies: Evolving Your Analytics-driven Organizationsaccenture
Accenture surveyed 90 large, global consumer packaged goods companies and found three important dimensions toward building an analytics-driven organization.
Read our other analytics research on accenture.com: http://www.accenture.com/CPGanalytics
Powerful ERP, inventory and financial management tools to streamline your business
Improving your understanding and relationship with your customers
Managing and integrating your company's operations across locations through ERP
Looking to keep your overheads low and IT infrastructure lean
Enterprise resource planning (ERP) is a category of business-management software—typically a suite of integrated applications—that an organization can use to collect, store, manage and interpret data from many business activities, including: product planning, cost. manufacturing or service delivery.
Framework for a business process management competency centreMartin Moore
This framework directs thought to how business process management can be introduced successfully. It uses a maturity model to illustrate how involved the steps can be in this intervention. What it does not cover is the technical effort such as BPM notation and software requirements.
Help desk support technician performance appraisallucaschaplin8
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ITIL Practical Guide - Continual Service Improvement (CSI)Axios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=272
This video provides a run through of the lifecycle stage, which manages the day-to-day operation of IT services for the identification and reporting of interruptions in the delivery of services and handling of service requests at agreed levels.
How the innovation in services can be achieved. A systematic approach using TRIZ technique. A very effective way and can be easily implemented across the IT industries.
Gestión de Gobierno, Riesgos y Reglamentaciones (GRC)Rafael Antona
SoftExpert GRC Suite - Gestión Gobierno, Riesgos y Reglamentaciones - ofrece una estructura del gobierno corporativo que posibilita la toma de decisiones eficaces y cambios de comportamiento organizacional Ofrece a la organización una implementación viable y eficiente del gobieno corporativo y de TI.
Presentation given at the BPM Executive Day, Bogota, Colombia, December 4, 2012. The presentation outlines the different dimensions of BPM activities an organization should consider when organizing their BPM efforts.
Webcast: Is it Possible to Have Too Many Tools? Featuring George Spalding of ...CA Nimsoft
We’re not talking garden tools or carpentry tools or mechanic’s tools, we are talking ITSM Tools. And the answer is a resounding YES!
Wait a Minute! Is this a webinar, sponsored by a tool vendor, telling me that I should not buy every tool that comes down the pike? Another resounding YES!
Pink Elephant and Nimsoft each have direct (and repeated) experience indicating that most organizations have NO Enterprise-wide strategy governing the acquisition, support, management and retirement of the tools used to run IT. Nearly every tool in the IT inventory is recommended, funded, acquired, and managed by a single technical silo…without the slightest nod to any other department, group or technical function. Unquestionably, the largest undiscovered source of IT operational savings is the elimination of redundant or vastly underutilized toolsets. Acquiring the right tools at the right time for the right reasons is the answer.
Presentation on "Views on 2030" by Dr. Robin Mann during the 6th International Benchmarking Conference organized by Dubai Quality Group from 6-7 March 2012 at Al Bustan Rotana Dubai
El desarrollo de competencias y talentos en Golden TI es considerada como la piedra angular para establecer organizaciones más competitivas y rentables. Nuestro portafolio de entrenamientos incluye desde el desarrollo de las habilidades de las personas hasta el manejo de herramientas y modelos de negocio.
Portafolio de Servicios en Seguridad de Información y Gestión de Servicios d...Enrique Vicente
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Golden TI es una organización de consultoría enfocada a mejorar la COMPETITIVIDAD y RENTABILIDAD a través de soluciones integrales en: Consultoría de Negocios: Implementación de Sistemas de Gestión de Calidad; Desarrollo de Competencias y Talento; Tecnologías de la Información y Comunicaciones.
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
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[Note: This is a partial preview. To download this presentation, visit:
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Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
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1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
India Orthopedic Devices Market: Unlocking Growth Secrets, Trends and Develop...Kumar Satyam
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Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
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It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
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Improve IT Operations
1. Improve IT
Execution & Performace
June 2008
www.goldenti.com.mx
2. Our Target
Customer Satisfaction
+
Cost of Poor Execution
Business Performance
2
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3. What is included at COPE?
Costs of Poor Quality.
Like: Rework tasks; Duplicated activities; miss interpretation;
Field failures, Lack of control, etc.
Low Productivity.
Miss alignment between strategy and operation.
Poor process mapping and KPI definition and implementation.
Lack of process standardization and high % of non value add activities.
3
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4. How to improve?
Align IT strategy with business strategy.
Implement operational models like:
ITIL
CMMI
ISO 27001
PMBOK
ISO 9001
etc..
Implement quality assurance models.
Implement continuous improvement tools.
4
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6. Corporate and IT Governance
Corporate
Governance
Strategic
Mission / Vision / Values
Strategic Process
Risk Quality
Initiatives
Strategies / Goals
Management
Management Management
Planning Metrics Management
Corporate Performance Management
Monitoring and Control
SOX / COSO / BASEL II
STRATEGIC
ALIGNMENT
IT Governance
IT Strategic
Mission / Vision / Vaues
Process
Risk Quality
Strategic Initiatives
Strategies / Goals
Management
Management Management
Metrics Management
Planning
Incident and Capacity and
Human Projects and
Change Financial
Problem Availability
Resource Services
Management Management
Management Management
Management Management
IT Performance Management
Monitoring and Control
COBIT / ITIL / ISO 27001 / PMBOK / CMMI
6
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7. How to improve?
Align IT strategy with business strategy.
Implement operational models like:
ITIL
CMMI
ISO 27001
PMBOK
ISO 9001
etc..
7
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9. Modules of Service Management
Service Delivery Service Support
Service level mgmt. Service desk.
Financial mgmt for IT services. Incident mgmt.
Capacity mgmt Problem mgmt.
Availability mgmt. Change mgmt.
IT service continuity Configuration mgmt.
Release mgmt.
Security Management
9
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10. Service Support Process
The business, customers and users
Queries, Enqueries, communication, updates, work arounds
Service Desk
Mgmt Incidents
tools
Changes
Incident
Releases
Management
Problem
Management
Reports
Change
Analyses
Management
Reports
Release
Schedule
Management
Minutes
Configuration
Reports Schedule
Management
Reports
etc. Policy
Reports
etc.
CMDB =
CMDB Configuration
Configuration Items &
Problems
Incidents Changes Releases Relationships Management
Known Errors Database
10
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11. Service Delivery Process
The business, customers and users
Queries, Enqueries, communication, updates, reports
Service Level Management
Requirements, SLA, SLR, OLA,
Targets Service reports,
Achievements Service cataloque,
Availability
Exception reports
Management
Audit reports
Capacity
Availability plan
Management
AMDB
Design criteria
Financial
Targets/Thresholds
Capacity plan
Reports Management
CDB
Audit Reports
Tragets/thresholds
IT Services
Reports Financial plan
continuity
Schedules Types and models
Management
Audit reports Costs and charges
Reports
Budgets and forecasts
Audit reports
Alerts and
exceptions
changes
11
www.goldenti.com.mx
13. How to improve?
Align IT strategy with business strategy.
Implement operational models like:
ITIL
CMMI
ISO 27001
PMBOK
ISO 9001
etc..
Implement Quality Assurance Models.
Implement continuous improvement tools.
13
www.goldenti.com.mx
14. Quality Assurance Model
Ensure process execution.
• Process flow.
• Process failure mode and effect analysis.
• Control plan.
Management of process deviations.
• Corrective action management.
• Problem solving & root cause analysis.
Ensure practice and performance.
• Quality system audit.
• Process audits.
Implement continuous improvement programs.
• Preventive actions.
• Kaizen.
• Lean - Six Sigma tools.
14
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15. Quality Assurance Control
Ex. Process Icon model
Controls
Information Out
Information In
Product Out
Product In
Resources In Resources Out
Safety
15
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16. Process Audit
Customer Approach
Customer Satisfaction improvement action plan
Process Approach
Core Processes Performance
Process Flow
FMEA
Control Plan
Working Instructions
Process Control.
Risk Management
Quality Performance
Critical to Customer KPIs
Critical to Business KPIs
Operational KPIs management.
Continuous improvement management.
Defect data management
Procurement Performance
Supplier PPMs
Supplier OTD
Downtime by shortages
People Approach
Certification of skills and competences
Skills and competences development
16
www.goldenti.com.mx
17. Value Stream Mapping
NVA. No Value Add Activities
NA. Necesary Activities
VA. Value Add Activities
17
www.goldenti.com.mx
18. How to improve?
Align IT strategy with business strategy.
Implement operational models like:
ITIL
CMMI
ISO 27001
PMBOK
ISO 9001
etc..
Implement Quality Assurance Models.
Implement continuous improvement tools.
18
www.goldenti.com.mx
19. Brief Introduction to Six Sigma
Resources,
Design Process
Parts and
Margins Capabilities
Materials
Organisation
Measurement
Infrastructure
Systems
Six sigma focuses on addressing and significantly reducing the occurrences of
root causes—inadequate design margins, unstable parts and materials, and
insufficient process capabilities, measurement systems and organization
infrastructure.
19
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20. Six Sigma Strategy
Application Implementation
Strategy Strategy
u Define u Leadership
u Measure u Champions
u Analyze u Black Belts
u Improve u Projects
u Control
20
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21. DMAIC Summary
u Define the project charter.
u Establish the team.
Define u Confirm performance gaps.
u Explore the process.
u Identify all sources of variability (the X’s).
Measure
u Validate measurement / decision making systems.
u Establish the initial capability (for the Y’s).
u Assess and quantify Y = f(X)
Analyze
u Identify critical X’s.
u Screen the potential causes.
u Identify optimum operating parameters.
Improve
u Confirm solutions.
u Determine the final process capability.
u Implement solutions & process controls.
Control
u Document learning.
21
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22. Cost of Poor Quality
Easily Identified, but only
the
TOP of the ICEBERG
Inspection
Overtime Idle time (tangible)
Defects Rework
Long Cycle Times
Lost Sales
Cost of Capital
Missed
(less obvious)
Commitments
Redundant
Lost Opportunity
Processes
Inaccurate Reports
Expediting Costs
Lost Customer Excessive Planning
Loyalty
22
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23. Providing integrated solutions that
exceed our customers expectations and
enable them to increase their
competitiveness.
23
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