Service integration and management (SIAM) is a management methodology that can be applied in an environment that includes services sourced from a number of service providers.
Service integration and management (SIAM) is a management methodology that can be applied in an environment that includes services sourced from a number of service providers.
Service integration and management (SIAM) is a management methodology that can be applied in an environment that includes services sourced from a number of service providers.
The Service Management Office - Driving it performance in the face of rising ...3gamma
1) An SMO (Service Management Office) provides a central point of focus and expertise for driving efficiency and effectiveness in IT service delivery through shared processes, resources, and continuous improvement.
2) The core capabilities of an SMO include process governance, methods/templates, process architecture, supplier integration, ITSM tool ownership, and performance reporting.
3) Establishing an SMO can help optimize costs, reduce risks, improve agility, better align IT and business, ensure supplier integration, and strengthen collaboration. Key considerations before implementing an SMO include analyzing organizational maturity, processes, capabilities, and sourcing strategies.
This document discusses service integration and management (SIAM) in multisourced IT operating models. SIAM ensures that technology services from multiple internal and external teams are delivered seamlessly. It specifies service management processes across the enterprise to maximize performance of end-to-end IT services cost-effectively. SIAM acts as the central point of control between demand and supply, coordinating roles and processes to avoid issues falling through the cracks. Without effective SIAM, the benefits of multisourcing can be rapidly undone due to a lack of integration and governance.
The document discusses best practices for aligning IT service management (ITSM) with agile and DevOps approaches to improve outcomes. It recommends taking a Lean startup mindset and assessing key services to identify the most important ones for customers. A guiding coalition of process owners should be formed to break down silos. Strategic initiatives should define end states and key performance indicators for processes like incident management, availability management, and security management. The focus should be on iterating quickly, continuously improving through measurements, and celebrating wins to accelerate and institutionalize changes. An agile and scrum process development approach can help transform ITSM by identifying metrics and iterating services rapidly.
Why you really need a SIAM tooling strategy Steve Morgan
Service Integration & Management (SIAM) is the term applied to IT Operating Models which cater for a multi-vendor strategy. If you are adopting a SIAM approach, this presentation will help you develop your underpinning tooling strategy
Service integration and management (SIAM) is a management methodology that can be applied in an environment that includes services sourced from a number of service providers.
Service integration and management (SIAM) is a management methodology that can be applied in an environment that includes services sourced from a number of service providers.
The Service Management Office - Driving it performance in the face of rising ...3gamma
1) An SMO (Service Management Office) provides a central point of focus and expertise for driving efficiency and effectiveness in IT service delivery through shared processes, resources, and continuous improvement.
2) The core capabilities of an SMO include process governance, methods/templates, process architecture, supplier integration, ITSM tool ownership, and performance reporting.
3) Establishing an SMO can help optimize costs, reduce risks, improve agility, better align IT and business, ensure supplier integration, and strengthen collaboration. Key considerations before implementing an SMO include analyzing organizational maturity, processes, capabilities, and sourcing strategies.
This document discusses service integration and management (SIAM) in multisourced IT operating models. SIAM ensures that technology services from multiple internal and external teams are delivered seamlessly. It specifies service management processes across the enterprise to maximize performance of end-to-end IT services cost-effectively. SIAM acts as the central point of control between demand and supply, coordinating roles and processes to avoid issues falling through the cracks. Without effective SIAM, the benefits of multisourcing can be rapidly undone due to a lack of integration and governance.
The document discusses best practices for aligning IT service management (ITSM) with agile and DevOps approaches to improve outcomes. It recommends taking a Lean startup mindset and assessing key services to identify the most important ones for customers. A guiding coalition of process owners should be formed to break down silos. Strategic initiatives should define end states and key performance indicators for processes like incident management, availability management, and security management. The focus should be on iterating quickly, continuously improving through measurements, and celebrating wins to accelerate and institutionalize changes. An agile and scrum process development approach can help transform ITSM by identifying metrics and iterating services rapidly.
Why you really need a SIAM tooling strategy Steve Morgan
Service Integration & Management (SIAM) is the term applied to IT Operating Models which cater for a multi-vendor strategy. If you are adopting a SIAM approach, this presentation will help you develop your underpinning tooling strategy
FitSM is a lightweight IT service management standard designed to be approachable, achievable, and compatible with other frameworks like ITIL and ISO/IEC 20000. The FitSM standard consists of 4 core documents that are 85 pages total and only 9 pages of requirements, making it much shorter than ITIL or ISO/IEC 20000. FitSM focuses on familiar processes like service level management, problem management, and change management. Certification is also quicker, more affordable, and uses free materials compared to other standards.
Chris Bryan: Continuous Service Improvement in a SIAM EnvironmentitSMF UK
In a time of digital transformation there is a business imperative to continuously improve services, yet too often continual service improvement (CSI) is often left as an isolated afterthought in IT operations. In this presentation Chris outlines a proven model for implementing CSI driven by business value, and intelligently inter-connected with other service management capabilities, processes, and functions.
Learn how to: govern CSI, identify business benefits, align metrics across initiatives, introduce a portfolio approach to CSI, make CSI both agile and lean, and integrate CSI with problem management.
SIAM stands for Service Integration and Management. It is a sourcing strategy that coordinates people, processes, tools, data and governance across multiple IT suppliers to deliver value to customers. The document discusses why organizations implement SIAM, provides examples of real-world SIAM implementations, and outlines challenges and the future of SIAM. It also describes how SIAM can support digital transformation and enable enterprise agility through fundamental business changes.
SIAM (Service Integration and Management) aims to maximize the performance of end-to-end services in a cost-effective manner by covering the complete lifecycle of services and being recognized by all stakeholders. There are different models for integrating SIAM with service level management. Implementing SIAM successfully requires having a consistent shared vision, robust program delivery, a CSI culture, and business relationship management including service design packages. Service design packages contain requirements, designs, plans, and acceptance criteria for services. SIAM sets overall service SLAs to be achieved by the SIAM provider and suppliers. SIAM may challenge traditional SLM and portfolio management by changing risk balances and responsibilities while adopting good supplier management practices.
Managed IT support service Provider secure, reliable remote monitoring and management of your entire business environment and well-received Managed Support solution.
11 Actions that will make your SIAM Programme successfulSteve Morgan
Service Integration & Management (SIAM) is a term given to IT Operating Models which cater for multi-vendor strategies. This presentation describes the 11 Actions that you must adopt to make your SIAM programme a success
Service North 2019 - 8 Things I've Learnt Implementing SIAM Operating ModelsScopism
This document discusses lessons learned from implementing Service Integration and Management (SIAM). Key points include:
- Implementing SIAM is a major change to IT operations that affects processes, tools, governance, and culture. Dedicated change management is vital.
- SIAM encompasses more than just IT service management and requires skills in areas like project management, finance, and commercial/vendor management.
- Changing existing contracts to align with a new SIAM operating model can be difficult, as suppliers may see it as high risk.
- An automated tooling strategy is critical for tasks like service management, but organizations must decide whether all providers use the same tool or allow their own.
- Effective
The document discusses the challenges of improving IT service delivery and the importance of leadership teams having a shared point of view. It notes that while there are many ideas on improving services, sustained change is difficult without a holistic, insight-based approach. Successful leadership teams have a shared understanding based on common frameworks, models, practices and language. The document outlines nine crucial elements that should be aligned for an effective IT operating model and shares the perspective that has been developed to help leadership teams improve service delivery.
Juha Berghäll, CEO of Service-Flow Corp, discusses how their software solution enables integration between a service buyer's ITSM tools and those of multiple external service providers in a SIAM (Service Integration and Management) model. Service-Flow's cloud-based platform allows fast integration of different ITSM tools and processes without custom coding. It provides a centralized way to exchange service management data while letting each party retain control over their own tools and processes. Berghäll outlines how their solution streamlines service desk integration for multi-sourced IT environments.
The document discusses the Service Integration and Management (SIAM) model for ICT organizations. It outlines that the SIAM model aims to provide cost-effective and agile ICT services through coordinating various "tower" suppliers that provide different functional services. The key role of the SIAM supplier is to deliver a single interface and coherent end-to-end services by integrating and managing services across tower suppliers. However, transitioning to the SIAM model from existing outsourcing arrangements poses major challenges, such as operating a mixed environment during the transition and ensuring continuous service. Effective tools that provide integrated monitoring across suppliers and a common suite of processes are critical to enable successful transition and flexibility within the SIAM model.
SIAM Study - Comparing the Introduction of New IT Services via Simple and Com...Ken Blunt
A Study to Compare the Introduction of typical New IT Services within a Single Tower and Multi-Tower SIAM Model using a mature set of ‘Plan-Build-Run’ project tasks
Conlcusion
The conclusions of this study for the introduction of New IT Services via Simple and Complex SIAM Models are:
Single Tower model is more efficient than a Muti-Tower Model
Due to security issues, more Design project tasks are required for New hosted cloud services than On-premise hosted services
Clare McAleese: Verism at Vocalink Mastercard... Our Journey so FaritSMF UK
Vocalink Mastercard has been running a proof of concept on VeriSM, with a view to introducing the approach into the wider organisation, and in this session they will be sharing their journey with the audience. Looking at governance (how they carried our gap analysis against the introduction of the new "product"); service management principles (how they reviewed VeriSM to ensure alignment with existing best practices), management proactices (how they formally introduced agile and DevOps into the business), and more. The presentation aims to assist other organisations with their own implementations, by showing how Vocalink Mastercard has taken the theory from the book and put it into practice in the real-world.
Take a look at this presentation to discover how to introduce VeriSM into your own organisation and keep it gathering momentum, how to get approval from senior management and executives to proceed with any given rollout, what training and qualifications you will require (if any), and how to agree your objectives for the successful adoption of VeriSM.
ITIL SIAM - Service Integration and Management ModelPeteFeehan
This document provides an example model for effective Service Integration and Management (SIAM) based on a model that has been used in the UK public sector since 2003. The model breaks SIAM down into components such as SIAM design, service catalogue and portfolio management, toolset integration, and multi-supplier coordination. It describes each component and the processes involved. The goal of the model is to provide a single point of visibility and control for IT services delivered by multiple suppliers through coordination, integration, assurance of suppliers' performance, and ensuring services meet business needs. Adopting this model requires changes to how the business, suppliers, and SIAM provider work.
In this slide deck, Kevin Holland introduces SIAM (Service Integration and Management), covering its key features and benefits, and how it complements ITIL.
Service management is needed to manage the interaction between users and IT organizations and ensure technology services meet business needs. It involves managing the service desk, responding to incidents, identifying root causes of problems, maintaining service environments, controlling changes, monitoring service levels, and developing IT personnel. The goal is to deliver high quality, available services while minimizing disruptions and improving processes over time.
Stuart Howitt: Honey, I Shrunk the IncidentitSMF UK
Stu Howitt presented on how Capital One improved their incident management processes. They were facing issues like high incident volumes, low system availability, and rising customer impacts. To solve this, Capital One implemented several initiatives across multiple teams. They improved problem management practices and integrated them with incident management. They also improved communication, dashboards, severity definitions, and partnered more closely with stakeholders. The results were a reduction in major incidents from 2016 to 2018, showing the improvements were successful.
A New IT Service Management Solution Shifts Perception of IT at MedifitSamanage
ot only did Samanage meet their must-have needs upfront, once the team participated in demonstrations and actually started using the solution they realized that they could check off some of their “nice-to-haves” as well, which included service management, and cross-functional use.
FitSM is a lightweight IT service management standard designed to be approachable, achievable, and compatible with other frameworks like ITIL and ISO/IEC 20000. The FitSM standard consists of 4 core documents that are 85 pages total and only 9 pages of requirements, making it much shorter than ITIL or ISO/IEC 20000. FitSM focuses on familiar processes like service level management, problem management, and change management. Certification is also quicker, more affordable, and uses free materials compared to other standards.
Chris Bryan: Continuous Service Improvement in a SIAM EnvironmentitSMF UK
In a time of digital transformation there is a business imperative to continuously improve services, yet too often continual service improvement (CSI) is often left as an isolated afterthought in IT operations. In this presentation Chris outlines a proven model for implementing CSI driven by business value, and intelligently inter-connected with other service management capabilities, processes, and functions.
Learn how to: govern CSI, identify business benefits, align metrics across initiatives, introduce a portfolio approach to CSI, make CSI both agile and lean, and integrate CSI with problem management.
SIAM stands for Service Integration and Management. It is a sourcing strategy that coordinates people, processes, tools, data and governance across multiple IT suppliers to deliver value to customers. The document discusses why organizations implement SIAM, provides examples of real-world SIAM implementations, and outlines challenges and the future of SIAM. It also describes how SIAM can support digital transformation and enable enterprise agility through fundamental business changes.
SIAM (Service Integration and Management) aims to maximize the performance of end-to-end services in a cost-effective manner by covering the complete lifecycle of services and being recognized by all stakeholders. There are different models for integrating SIAM with service level management. Implementing SIAM successfully requires having a consistent shared vision, robust program delivery, a CSI culture, and business relationship management including service design packages. Service design packages contain requirements, designs, plans, and acceptance criteria for services. SIAM sets overall service SLAs to be achieved by the SIAM provider and suppliers. SIAM may challenge traditional SLM and portfolio management by changing risk balances and responsibilities while adopting good supplier management practices.
Managed IT support service Provider secure, reliable remote monitoring and management of your entire business environment and well-received Managed Support solution.
11 Actions that will make your SIAM Programme successfulSteve Morgan
Service Integration & Management (SIAM) is a term given to IT Operating Models which cater for multi-vendor strategies. This presentation describes the 11 Actions that you must adopt to make your SIAM programme a success
Service North 2019 - 8 Things I've Learnt Implementing SIAM Operating ModelsScopism
This document discusses lessons learned from implementing Service Integration and Management (SIAM). Key points include:
- Implementing SIAM is a major change to IT operations that affects processes, tools, governance, and culture. Dedicated change management is vital.
- SIAM encompasses more than just IT service management and requires skills in areas like project management, finance, and commercial/vendor management.
- Changing existing contracts to align with a new SIAM operating model can be difficult, as suppliers may see it as high risk.
- An automated tooling strategy is critical for tasks like service management, but organizations must decide whether all providers use the same tool or allow their own.
- Effective
The document discusses the challenges of improving IT service delivery and the importance of leadership teams having a shared point of view. It notes that while there are many ideas on improving services, sustained change is difficult without a holistic, insight-based approach. Successful leadership teams have a shared understanding based on common frameworks, models, practices and language. The document outlines nine crucial elements that should be aligned for an effective IT operating model and shares the perspective that has been developed to help leadership teams improve service delivery.
Juha Berghäll, CEO of Service-Flow Corp, discusses how their software solution enables integration between a service buyer's ITSM tools and those of multiple external service providers in a SIAM (Service Integration and Management) model. Service-Flow's cloud-based platform allows fast integration of different ITSM tools and processes without custom coding. It provides a centralized way to exchange service management data while letting each party retain control over their own tools and processes. Berghäll outlines how their solution streamlines service desk integration for multi-sourced IT environments.
The document discusses the Service Integration and Management (SIAM) model for ICT organizations. It outlines that the SIAM model aims to provide cost-effective and agile ICT services through coordinating various "tower" suppliers that provide different functional services. The key role of the SIAM supplier is to deliver a single interface and coherent end-to-end services by integrating and managing services across tower suppliers. However, transitioning to the SIAM model from existing outsourcing arrangements poses major challenges, such as operating a mixed environment during the transition and ensuring continuous service. Effective tools that provide integrated monitoring across suppliers and a common suite of processes are critical to enable successful transition and flexibility within the SIAM model.
SIAM Study - Comparing the Introduction of New IT Services via Simple and Com...Ken Blunt
A Study to Compare the Introduction of typical New IT Services within a Single Tower and Multi-Tower SIAM Model using a mature set of ‘Plan-Build-Run’ project tasks
Conlcusion
The conclusions of this study for the introduction of New IT Services via Simple and Complex SIAM Models are:
Single Tower model is more efficient than a Muti-Tower Model
Due to security issues, more Design project tasks are required for New hosted cloud services than On-premise hosted services
Clare McAleese: Verism at Vocalink Mastercard... Our Journey so FaritSMF UK
Vocalink Mastercard has been running a proof of concept on VeriSM, with a view to introducing the approach into the wider organisation, and in this session they will be sharing their journey with the audience. Looking at governance (how they carried our gap analysis against the introduction of the new "product"); service management principles (how they reviewed VeriSM to ensure alignment with existing best practices), management proactices (how they formally introduced agile and DevOps into the business), and more. The presentation aims to assist other organisations with their own implementations, by showing how Vocalink Mastercard has taken the theory from the book and put it into practice in the real-world.
Take a look at this presentation to discover how to introduce VeriSM into your own organisation and keep it gathering momentum, how to get approval from senior management and executives to proceed with any given rollout, what training and qualifications you will require (if any), and how to agree your objectives for the successful adoption of VeriSM.
ITIL SIAM - Service Integration and Management ModelPeteFeehan
This document provides an example model for effective Service Integration and Management (SIAM) based on a model that has been used in the UK public sector since 2003. The model breaks SIAM down into components such as SIAM design, service catalogue and portfolio management, toolset integration, and multi-supplier coordination. It describes each component and the processes involved. The goal of the model is to provide a single point of visibility and control for IT services delivered by multiple suppliers through coordination, integration, assurance of suppliers' performance, and ensuring services meet business needs. Adopting this model requires changes to how the business, suppliers, and SIAM provider work.
In this slide deck, Kevin Holland introduces SIAM (Service Integration and Management), covering its key features and benefits, and how it complements ITIL.
Service management is needed to manage the interaction between users and IT organizations and ensure technology services meet business needs. It involves managing the service desk, responding to incidents, identifying root causes of problems, maintaining service environments, controlling changes, monitoring service levels, and developing IT personnel. The goal is to deliver high quality, available services while minimizing disruptions and improving processes over time.
Stuart Howitt: Honey, I Shrunk the IncidentitSMF UK
Stu Howitt presented on how Capital One improved their incident management processes. They were facing issues like high incident volumes, low system availability, and rising customer impacts. To solve this, Capital One implemented several initiatives across multiple teams. They improved problem management practices and integrated them with incident management. They also improved communication, dashboards, severity definitions, and partnered more closely with stakeholders. The results were a reduction in major incidents from 2016 to 2018, showing the improvements were successful.
A New IT Service Management Solution Shifts Perception of IT at MedifitSamanage
ot only did Samanage meet their must-have needs upfront, once the team participated in demonstrations and actually started using the solution they realized that they could check off some of their “nice-to-haves” as well, which included service management, and cross-functional use.
This document discusses ways that IT organizations can get more value from their service desks. It suggests that while service desks originally focused only on tracking issues, they now take on broader responsibilities aligned with ITIL best practices. The document outlines several approaches to improve service desks, such as consolidating multiple desks, expanding use of ITIL processes, increasing automation and self-service options, and replacing outdated solutions. Organizations that make ongoing investments in their service desks even during difficult economic times will be positioned to further improve when budgets increase.
Benefits of a knowledge management system within an organizationCraciun Elisei
A knowledge management system (KMS) allows for the sharing and integration of knowledge across an organization. It provides tools to help representatives turn information into knowledge at strategic, executive, and operational levels. A well-organized KMS can increase staff performance, client satisfaction, and quality of service by giving all employees easy access to management knowledge and the ability to quickly find needed information. Implementing a KMS is a thorough process but it brings clear benefits like reducing costs and improving staff engagement.
White Paper - Enterprise Content Management for Efficiency, Compliance and Co...Karim Ismail
This document discusses how enterprise content management (ECM) can help enable shared services strategies. It notes that shared services are implemented to reduce costs, improve efficiency, and provide services that could not be achieved alone. ECM plays a key role by providing a single system to manage all content across business processes and locations. This allows for consistency, efficiencies, and the ability to access complete information. The document explores how ECM supports compliance requirements and handles different communication channels. It argues that ECM is well-suited to enable shared services centers and provides examples of how ECM can improve processes like accounts receivable.
The document discusses how technology can help businesses grow and addresses common questions from business owners about technology. It introduces Inspace Technologies, an IT solutions company that provides technology audits, consulting, outsourcing, and ERP optimization services to help medium-sized businesses effectively utilize technology. Inspace aims to help clients get the optimal performance from their IT infrastructure and trains existing vendors to achieve business growth through successful ERP implementation.
The live webinar will discuss the Samanage Enterprise Service Desk software, which provides a service desk for the entire company, not just IT. Samanage offers benefits like being beautiful and easy to use, providing instant value, and allowing code-free customization. The webinar will explain how the enterprise service desk can be used by departments across the company beyond just IT, including human resources, facilities, sales, accounting, and finance to manage requests and provide services internally. It will provide examples of how an enterprise service desk could help with tasks in human resources and facilities departments.
In order to portray the significance of an innovative approach and framework in identifying risks, Insights Success has enlisted “The 10 Most Trusted ERM Solution Providers, 2019”, which have built and are delivering agile and flexible risk management frameworks that enable businesses to anticipate and prepare for the shifts that bring long-term success.
What is an Enterprise Management System and how can it help your manufacturing business stay sharp in today's ruthlessly competitive environment? Learn all about it in our latest blog post.
#supplychain #mrpeasy #managementsystem #manufacturing #manufacturingsoftware #mrpsoftware #mrpsystem #erpsystem #enterprisemanagementsystem
The main objective of an intranet solution is to simplify internal communication within a small
business. Unified communication encourages employees to collaborate, work at all levels of small
business. Intranet solution enables one to make more collective decisions while speaking with one
voice all across the small business.
This whitepaper discusses the business case for implementing workforce management software. It explains that technology has changed business operations and executives now demand intuitive software that delivers functionality and value. Workforce management software helps optimize scheduling, forecast staffing needs, and ensure the right employees are in the right roles at the right times. The document outlines common workplace challenges like doing more with less and engaging employees. It then details the key drivers, benefits, myths, and best practices for managing a successful workforce management software implementation project.
How to choose and use a CRM for your insurance businessARCSystems
To say that technology has changed the way we do business would be a drastic understatement. Computers, tablets, and smart phones have radically altered every aspect of our lives, including our businesses. Some of us may recall the days when we kept all of our client’s information in ledgers, notebooks, and folders. In fact, some of us may still be doing it. After all, it’s not always easy to adopt a new system, even when we clearly see that it has advantages for growing our business. While change isn’t, always, easy it can be good for us.
IT service management (ITSM) is the process by which IT professionals manage the end-to-end delivery of IT services to clients. It comprises all of the processes and activities involved in designing, developing, delivering, and supporting IT services. A common ITSM scenario would involve a user submitting a request for new equipment via a portal, filling out a ticket with details, and initiating a cycle to route the request to the IT team for prioritization and resolution. ITSM teams manage all types of workplace technology from laptops to servers to mission-critical software applications.
1Running Head MODULE 7 SUBMISSION6 MODULE 7 SUBMISSION.docxdrennanmicah
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Running Head: MODULE 7 SUBMISSION
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MODULE 7 SUBMISSION
Module 7 Submission
Student Name
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Abstract
Introduction
Technology is very dynamic today and the business organizations are dependent on technological advancements. Business environment is changing and with the fast-paced aviation industry, there is the need to implement very good information systems technologies to improve the efficiency of their operations, hence improving their competitive advantage. The system improves communication, operations management, decision-making and record-keeping, which is very important in improving the way things are done within the organization.
Decision Supporting System
The aviation industry is a very competitive industry and it requires a lot of data analysis in order to continue improve service provision. The aviation industry is a very vast industry with so many players. Being a service industry, it is important to ensure that all the travelers receive the best services. An improvement in the efficiency, effectiveness and quality of services provided to the customers is not very easy. It requires thorough market analysis. This is the reason decision supporting systems are required. According to Toda (1998), a decision system is a very useful system, which helps in the collection, and the analysis of necessary information, on which a decision will be based. Airline management is not easy and it requires good decision making in order to improve both the safety of the passengers, as well as the profitability of the business. According to Ivanov & Netjasov, (n.d.), decision support systems have been used widely in the aviation industry. However, there are so many inconsistencies in the way they are used. Essentially, all decision supporting systems are aimed at improving the quality of decision making, while reducing the required time for decision making. Improvement of decision making through the use of Decision Supporting Systems (DSS), within the aviation industry is important. The success, safety, profitability and sustainability of an aviation organization is dependent on the quality of decisions being made.
In aviation maintenance, Decision Supporting Systems have a very big role to play. According to Zhang, Zhao, Tan, Yu, & Hua (2011), the Decision Supporting System can be useful in real-time acquisition and processing of data, which is essential in improving the decisions made by the leadership in the aviation organization. Provision of the historical data is also very important in improving the quality of decision made within the organization. Provision of the basis of a technical decision would be essential.
Having a good system to support decisions is very crucial in helping the technical team in the identification of issues or fault diagnosis. Faults in the organization systems or any issues affecting the crafts can have detrimental results if they are not well managed. According to Zhang, Zhao, .
Traditional BPM focuses on continuously improving business processes through a defined lifecycle of modeling, implementing, executing, monitoring, and optimizing processes. However, in today's digital world, a proactive digital strategy is needed that identifies customer outcomes and uses digital technologies to improve processes, combine data and capabilities, and enhance customer experiences. Disruptive digital innovations are transforming traditional ways of doing business and relationships. Healthcare in the US is very expensive yet quality lags other countries - costs are over double the median for other industrialized nations but preventable medical errors and issues with access and chronic care remain problems.
This document provides an overview of business processes and information systems. It discusses how information systems can improve business processes and competitive advantage. It also summarizes the main types of information systems including transaction processing systems, management information systems, decision support systems, executive support systems, enterprise systems, supply chain management systems, customer relationship management systems, knowledge management systems, and systems that support collaboration and teamwork. The document emphasizes how information technology and information systems can help coordinate work and information flow within and across organizations.
If some of these computers stop functioning and the employees are unable to work, then the company has to suffer a big loss. For any IT company, this is the biggest fear.
Building towards business service managementSandy Sukarto
By now, most organizations have various tools to manage their IT environment , from network fault monitoring to application performance management. Though the business service management concept of managing IT has been around for years , many are still struggling to put this into practice.
As a result, organizations are having challenges to put IT as business enablers and innovation center. Meanwhile, the IT management team are playing catching up with business dynamics, increasing cost, technology pace, security issues, and so on.
In this session, we will discuss the first set of steps towards building business service management.
Similar to Enterprise service-management-essentials (20)
Service integration and management (SIAM) is a management methodology that can be applied in an environment that includes services sourced from a number of service providers.
This document provides an introduction to Service Integration and Management (SIAM). It defines SIAM as an operating model that integrates and manages services across multiple internal and external service providers. The document outlines the history and purpose of SIAM, as well as the SIAM ecosystem, practices, roles, structures, and roadmap. It also discusses how SIAM relates to other frameworks and the value it provides organizations through improved service quality, costs, governance and flexibility.
The document contains templates for conducting various types of forensics investigations. It includes checklists for investigating evidence from different devices and media like hard disks, floppy disks, CDs, flash drives, and mobile phones. There are also templates for documenting information gathered during an investigation like seizure records, evidence logs, and case feedback forms. The templates are intended to guide and standardize forensic investigations of digital evidence.
The document discusses several digital forensics frameworks that outline procedures for conducting digital investigations. It describes the FORZA framework in detail, which includes different layers representing contextual information, legal considerations, technical preparations, data acquisition, analysis, and legal presentation. Other frameworks covered include an enhanced digital investigation process model, an event-based digital forensic investigation framework, and a computer forensics field triage process model. Key phases of each framework, such as readiness, deployment, physical crime scene investigation, and digital crime scene investigation are also outlined.
This document provides summaries of various Windows-based GUI tools across different categories such as process viewers, registry tools, desktop utilities, office applications, remote control tools, network tools, network scanners, network sniffers, hard disk tools, hardware info tools, file management tools, file recovery tools, file transfer tools, file analysis tools, password tools, and password cracking tools. For each tool, a brief description and link to the tool's website is given. The document is intended to familiarize the reader with these various Windows-based security tools.
This document provides an overview of various Windows-based command line tools. It lists tools like IPSecScan, MKBT, Aircrack, Outwit, Joeware Tools, MacMatch, WhosIP, Forfiles, Sdelete and describes their functions such as scanning for IPSec enabled systems, installing boot sectors, cracking wireless networks, and deleting files securely. It also summarizes command line tools for tasks like Active Directory management, password cracking, network scanning, and file operations.
This document provides information on various computer forensic tools, including both software and hardware tools. It discusses specific tools such as Visual TimeAnalyzer, X-Ways Forensics, Evidor, Ontrack EasyRecovery, Forensic Sorter, Directory Snoop, PDWIPE, Darik's Boot and Nuke (DBAN), FileMon, File Date Time Extractor, Snapback Datarrest, Partimage, Ltools, Mtools, @stake, Decryption Collection, AIM Password Decoder, and MS Access Database Password Decoder. It also includes screenshots of some of the tools.
This document discusses ethics in computer forensics. It covers ethics in areas like preparing forensic equipment, obtaining and documenting evidence, and bringing evidence to court. Ethics are important in computer forensics to distinguish acceptable and unacceptable behavior. Computer ethics help professionals avoid abuse and corruption. Equipment must be properly maintained and monitored. Evidence must be obtained and documented efficiently and carefully by skilled investigators to be acceptable in court.
I apologize, upon reviewing the document again I do not see any clear context to summarize it in 3 sentences or less. The document appears to be describing various concepts related to information system evaluation and certification but does not provide enough cohesive information to summarize concisely.
The document discusses the risk assessment process, including characterizing the IT system, identifying threats and vulnerabilities, analyzing controls, determining likelihood and impact, assessing risk level, and recommending controls to mitigate risks; it also covers developing policies and procedures for conducting risk assessments, writing risk assessment reports, and coordinating resources to perform risk assessments.
- Organizations need to implement effective data leakage prevention strategies like data security policies, auditing processes, access control, and encryption to protect their data from internal threats.
- Security policies help define acceptable usage of systems and data, as well as procedures for access control, backups, system administration and more. Logging policies should define which security-relevant events are logged for purposes like intrusion detection and reconstructing incidents.
- Evidence collection and documentation policies are important for responding to security incidents and preserving electronic evidence for analysis or legal proceedings. Information security policies aim to ensure the confidentiality, integrity and availability of organizational data.
A computer forensics specialist was able to disprove a claim involving improper data use through a detailed investigation and report of the computer's internal activities. The specialist examined the computer over a period of time and prepared a step-by-step report that showed what had occurred inside the computer with a particular data set. This helped the attorney address the claim and demonstrated how computer forensics can not only help prove but also disprove allegations of improper data use.
This module discusses computer forensics laws and legal issues. It covers privacy issues involved in investigations, legal issues in seizing computer equipment, and laws in different countries. It also examines organizations that investigate computer crimes like the FBI, as well as US laws related to intellectual property, copyright, trademarks, trade secrets, and computer fraud and abuse. The goal is to familiarize students with the legal aspects of computer forensics investigations.
Lawyers often lack knowledge about electronic data discovery compared to traditional paper discovery. To properly handle digital evidence, lawyers should understand basic computer functions and data storage. They should also identify qualified forensic experts, ensure the forensic process follows proper procedures, and understand what types of computer forensic analysis may be necessary for different legal cases.
Digital detectives specialize in computer forensics and network security. Their main roles include handling, investigating, and reacting to computer and network security incidents. They examine computers and other devices to recover evidence, using forensic tools and techniques. Digital detectives should have strong technical skills in computer forensics and operating systems. They may be required to testify in court about evidence and methods used. Continuous training, certification, and staying up to date on new techniques are important for digital detectives.
An expert witness testified in a court case involving a teacher accused of sexual relations with a student. The expert, a computer forensics officer, explained that activity seen on the teacher's computer was likely caused by automatic programs and weather programs, not tampering as the defense suggested. If the computer had been turned back on after seizure, there would have been evidence of that, but there was none. The document then discusses the role of expert witnesses and preparing for testimony in court cases.
This document discusses best practices for writing investigative reports based on computer forensics investigations. It provides guidelines on the format, structure, and content of reports, including maintaining objectivity, documenting evidence collection methods, and including relevant findings, conclusions, and recommendations. The document also provides a sample report template and discusses using forensic analysis tools like FTK to help generate reports.
The document discusses a new digital forensic data capture device called the Forensic Dossier launched by Logicube. The Dossier allows investigators to capture data from suspect drives at speeds of up to 6GB per minute. It supports capturing from RAID drives and various flash media. The Dossier features built-in support for many drive types and connections. It includes advanced authentication and other forensic features. The Dossier will be showcased at the 2009 International CES conference in Las Vegas.
The document discusses investigating social networking websites for evidence. It provides an overview of social networking sites like MySpace, Facebook, and Orkut and how they are used. It outlines the investigation process, including searching for accounts, mirroring web pages, and documenting evidence. Specific areas of investigation on each site are examined, such as friend lists, photos, and comments. The summary report generation is also reviewed.
Communications Mining Series - Zero to Hero - Session 1DianaGray10
This session provides introduction to UiPath Communication Mining, importance and platform overview. You will acquire a good understand of the phases in Communication Mining as we go over the platform with you. Topics covered:
• Communication Mining Overview
• Why is it important?
• How can it help today’s business and the benefits
• Phases in Communication Mining
• Demo on Platform overview
• Q/A
UiPath Test Automation using UiPath Test Suite series, part 5DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 5. In this session, we will cover CI/CD with devops.
Topics covered:
CI/CD with in UiPath
End-to-end overview of CI/CD pipeline with Azure devops
Speaker:
Lyndsey Byblow, Test Suite Sales Engineer @ UiPath, Inc.
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024Albert Hoitingh
In this session I delve into the encryption technology used in Microsoft 365 and Microsoft Purview. Including the concepts of Customer Key and Double Key Encryption.
Pushing the limits of ePRTC: 100ns holdover for 100 daysAdtran
At WSTS 2024, Alon Stern explored the topic of parametric holdover and explained how recent research findings can be implemented in real-world PNT networks to achieve 100 nanoseconds of accuracy for up to 100 days.
LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...DanBrown980551
Do you want to learn how to model and simulate an electrical network from scratch in under an hour?
Then welcome to this PowSyBl workshop, hosted by Rte, the French Transmission System Operator (TSO)!
During the webinar, you will discover the PowSyBl ecosystem as well as handle and study an electrical network through an interactive Python notebook.
PowSyBl is an open source project hosted by LF Energy, which offers a comprehensive set of features for electrical grid modelling and simulation. Among other advanced features, PowSyBl provides:
- A fully editable and extendable library for grid component modelling;
- Visualization tools to display your network;
- Grid simulation tools, such as power flows, security analyses (with or without remedial actions) and sensitivity analyses;
The framework is mostly written in Java, with a Python binding so that Python developers can access PowSyBl functionalities as well.
What you will learn during the webinar:
- For beginners: discover PowSyBl's functionalities through a quick general presentation and the notebook, without needing any expert coding skills;
- For advanced developers: master the skills to efficiently apply PowSyBl functionalities to your real-world scenarios.
UiPath Test Automation using UiPath Test Suite series, part 6DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 6. In this session, we will cover Test Automation with generative AI and Open AI.
UiPath Test Automation with generative AI and Open AI webinar offers an in-depth exploration of leveraging cutting-edge technologies for test automation within the UiPath platform. Attendees will delve into the integration of generative AI, a test automation solution, with Open AI advanced natural language processing capabilities.
Throughout the session, participants will discover how this synergy empowers testers to automate repetitive tasks, enhance testing accuracy, and expedite the software testing life cycle. Topics covered include the seamless integration process, practical use cases, and the benefits of harnessing AI-driven automation for UiPath testing initiatives. By attending this webinar, testers, and automation professionals can gain valuable insights into harnessing the power of AI to optimize their test automation workflows within the UiPath ecosystem, ultimately driving efficiency and quality in software development processes.
What will you get from this session?
1. Insights into integrating generative AI.
2. Understanding how this integration enhances test automation within the UiPath platform
3. Practical demonstrations
4. Exploration of real-world use cases illustrating the benefits of AI-driven test automation for UiPath
Topics covered:
What is generative AI
Test Automation with generative AI and Open AI.
UiPath integration with generative AI
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Dr. Sean Tan, Head of Data Science, Changi Airport Group
Discover how Changi Airport Group (CAG) leverages graph technologies and generative AI to revolutionize their search capabilities. This session delves into the unique search needs of CAG’s diverse passengers and customers, showcasing how graph data structures enhance the accuracy and relevance of AI-generated search results, mitigating the risk of “hallucinations” and improving the overall customer journey.
Sudheer Mechineni, Head of Application Frameworks, Standard Chartered Bank
Discover how Standard Chartered Bank harnessed the power of Neo4j to transform complex data access challenges into a dynamic, scalable graph database solution. This keynote will cover their journey from initial adoption to deploying a fully automated, enterprise-grade causal cluster, highlighting key strategies for modelling organisational changes and ensuring robust disaster recovery. Learn how these innovations have not only enhanced Standard Chartered Bank’s data infrastructure but also positioned them as pioneers in the banking sector’s adoption of graph technology.
Removing Uninteresting Bytes in Software FuzzingAftab Hussain
Imagine a world where software fuzzing, the process of mutating bytes in test seeds to uncover hidden and erroneous program behaviors, becomes faster and more effective. A lot depends on the initial seeds, which can significantly dictate the trajectory of a fuzzing campaign, particularly in terms of how long it takes to uncover interesting behaviour in your code. We introduce DIAR, a technique designed to speedup fuzzing campaigns by pinpointing and eliminating those uninteresting bytes in the seeds. Picture this: instead of wasting valuable resources on meaningless mutations in large, bloated seeds, DIAR removes the unnecessary bytes, streamlining the entire process.
In this work, we equipped AFL, a popular fuzzer, with DIAR and examined two critical Linux libraries -- Libxml's xmllint, a tool for parsing xml documents, and Binutil's readelf, an essential debugging and security analysis command-line tool used to display detailed information about ELF (Executable and Linkable Format). Our preliminary results show that AFL+DIAR does not only discover new paths more quickly but also achieves higher coverage overall. This work thus showcases how starting with lean and optimized seeds can lead to faster, more comprehensive fuzzing campaigns -- and DIAR helps you find such seeds.
- These are slides of the talk given at IEEE International Conference on Software Testing Verification and Validation Workshop, ICSTW 2022.
Observability Concepts EVERY Developer Should Know -- DeveloperWeek Europe.pdfPaige Cruz
Monitoring and observability aren’t traditionally found in software curriculums and many of us cobble this knowledge together from whatever vendor or ecosystem we were first introduced to and whatever is a part of your current company’s observability stack.
While the dev and ops silo continues to crumble….many organizations still relegate monitoring & observability as the purview of ops, infra and SRE teams. This is a mistake - achieving a highly observable system requires collaboration up and down the stack.
I, a former op, would like to extend an invitation to all application developers to join the observability party will share these foundational concepts to build on:
GraphSummit Singapore | The Art of the Possible with Graph - Q2 2024Neo4j
Neha Bajwa, Vice President of Product Marketing, Neo4j
Join us as we explore breakthrough innovations enabled by interconnected data and AI. Discover firsthand how organizations use relationships in data to uncover contextual insights and solve our most pressing challenges – from optimizing supply chains, detecting fraud, and improving customer experiences to accelerating drug discoveries.
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
Full-RAG: A modern architecture for hyper-personalizationZilliz
Mike Del Balso, CEO & Co-Founder at Tecton, presents "Full RAG," a novel approach to AI recommendation systems, aiming to push beyond the limitations of traditional models through a deep integration of contextual insights and real-time data, leveraging the Retrieval-Augmented Generation architecture. This talk will outline Full RAG's potential to significantly enhance personalization, address engineering challenges such as data management and model training, and introduce data enrichment with reranking as a key solution. Attendees will gain crucial insights into the importance of hyperpersonalization in AI, the capabilities of Full RAG for advanced personalization, and strategies for managing complex data integrations for deploying cutting-edge AI solutions.
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
2. Enterprise Service Management Essentials
About this Document
Enterprise service management (ESM) is an industry hot topic, but its meaning isn’t always
clear. Some definitions describe a software solution:
“Enterprise service management (ESM) is a category of business management software—
typically a suite of integrated applications that a service organization uses to capture,
manage, save and analyze data critical to their service business performance.” (source:
Wikipedia)
Others describe a bigger transformation to how we work:
“Enterprise Service Management is about applying a service-oriented business model to the
way your organization works internally. It is an operational architecture where each
functional area of the business is defined as a service domain that offers services.” (Source:
AxiosSystems.com)
In this briefing paper, 6 industry experts share their insights into ESM, to answer these
questions:
▪ What does ESM mean to you?
▪ Why are we talking about ESM now?
▪ What benefits could ESM deliver?
Their experiences can help you understand the implications of ESM for your own
organization.
About the Authors
Scopism would like to thank the authors who helped to create this document. They are
world-leading experts, and their insights are invaluable. Some of the authors are also
members of the team of eConsultants at Scopism. eConsultants offer advice and support to
organizations around the world – virtually.
eConsultancy engagements can be used to provide support and mentoring to help clients
set and review goals and objectives, to apply skills and knowledge and to give a sounding
board for ideas and projects that are planned or in progress.
Learn more about eConsultancy.
About Scopism
Scopism helps IT management professionals keep on top of new trends and maintain their
capabilities through:
▪ Content
▪ Events
▪ eConsultancy
▪ Training Programs
3. Enterprise Service Management Essentials
Martijn Adams, General Manager
EMEA, ITRP Institute
What does enterprise service management mean to you?
ESM to me means that employees have one place to go to, to get help with whatever
question or whatever issue they have. It is one big HELP button on their smartphone that
gives them direct access, in a consistent way, to all services their organisation provides to
them.
Why are we talking about enterprise service management now?
I remember tool vendors talking about it back in the year 2000 already but it was never
really embraced by organisations until a few years ago. I think it is a combination of
employee expectations, new delivery models and the digital agenda of organisations.
Today employees, in their private lives, are used to having access to virtually everything in a
quick and easy to understand manner by simply clicking an app on their smart phone. They
expect the same from all the services provided to them by their company. Waiting on the
phone, having to go to multiple different departments, long waiting times due to
disconnected processes, etc. is simply unacceptable to them.
The digitalisation of organisations means that all departments are looking
at IT solutions to improve their service delivery.
HR, Facilities, Fleet, etc. are no longer just using workstations, a printer and ERP, they are
now looking at technology solutions for anything and everything that is going on in their
departments. This is, among others, made possible by SaaS solutions that are readily
available to them for all kind of services and other technology advancements such as
Localisation Services on smart phones (very useful for fleet managers for example).
When you offer services, you will have to manage them making Service Management an
area of interest to all these departments. And when your employees expect an efficient
delivery of all services including the cross functional ones, you automatically end up with
Enterprise Service Management.
4. Enterprise Service Management Essentials
What benefits could enterprise service management deliver?
Happy employees! One place to go for whatever question you have, not having to figure out
where to go and whom to ask, quicker responses, no finger pointing between departments.
Happy employees are way more productive and less likely to leave the organisation. An
additional benefit I have seen at organisations moving towards ESM is that departments
open up to each other. There is more discussion, more collaboration, they sit down on the
same table for lunch, etc.
5. Enterprise Service Management Essentials
Damian Bowen, ITSM consultant,
ITSM Value
View Damian’s eConsultant
What does enterprise service management mean to you?
Enterprise service management enables business functions to actually integrate, to be one
and to learn from each other for the benefit of the organisation.
Integration and sharing is the key to me without question, it is how as a business we can
deliver a coherent experience to our organisation. Cross department, us and them can be
removed enabling us to deliver huge operational benefits. Sharing budget, tools, processes
and management principles is a key driver for business success and if implemented properly
and cohesively ESM can add significant value to any and every business.
Why are we talking about enterprise service management now?
The focus on ESM now has come from the efficiencies that are needed to
deliver digital transformation.
Vendors are understanding that the ITSM platforms can be used efficiently across
organisations not just for IT related issues. To streamline business processes and product
sets departmental boundaries absolutely have to be crossed, and working together will
always be more fruitful for every organisation.
What benefits could enterprise service management deliver?
The ability to share operational expenditure means that more cohesive, fit for purpose
solutions can be implemented, enabling the cost efficiencies to be delivered to multiple
departments and the costs to be spread across departments not just IT. Reducing the
number of tools, the expensive and sometimes unsupportable integrations is critical to
deliver digital transformation.
Business processes cross boundaries and supporting the whole business with structured,
robust and efficient methodologies, will deliver improved service levels. As well as improved
service levels, ESM will deliver increased return on investment, a downturn in operational
expenditure and more importantly than any of these an increased customer and employee
6. Enterprise Service Management Essentials
experience. ESM will give you engaged users and customers, which in turn will help drive
efficient revenue growth.
Work with Damian
Learn more about Damian and view his eConsultancy profile here.
7. Enterprise Service Management Essentials
James Gander, IT Management
Consultant, Gander Service
Management Ltd
What does enterprise service management mean to you?
Enterprise Service Management is, to me, what the wider organisation's support services
already do. HR provide service management, as does Finance. They may not call it that but
it's what they do. In IT, we get fixated on the fact that we believe we invented it, but we
didn't. In some organisations ITSM is more mature that other areas, and in other
organisations it isn't.
ESM is all about having processes of some description, to enable you to provide the services
that the organisation needs and wants, end to end. This covers IT, HR, Finance, Payroll and
many other services. ESM is "lean services" in one aspect.
Why are we talking about enterprise service management now?
ESM is starting to come into people's visibility now because of a take up in
Lean working across organisations whether they know it as that or not.
If you can consolidate the end to end view of services, learn from each other, reduce waste
and all use the same system to manage the delivery of those services then you save time &
money and, again, reduce waste. However, it's been happening for years. Some small
organisations have had a single point of contact for IT & Facilities for a while. All logged in
the same place. Business Process Outsourcers have been doing this to reduce risk and save
money. It's not new, just new to our conversations.
What benefits could enterprise service management deliver?
As I mentioned, it makes the delivery of services easier for end users as there is one overall
view of the services and everyone understands who does what. For example, if there is a
new starter and the hiring manager can initiate one process from one form or system, and
know that everything needed will happen, that's going to save that manager time and
reduce stress. It will also reduce waste through re-entry and the duplication of information.
Each team, HR, Finance, Facilities, IT etc. will have what they need, when they need it and
be able to deliver in time. This then delivers cost savings, reduces duplication of effort and
8. Enterprise Service Management Essentials
reworking through incorrect information (name spelt differently across 6 forms) and
ensures that everyone has what they need when they need it.
Work with James
Learn more about James and view his eConsultancy profile here.
9. Enterprise Service Management Essentials
Daniel Breston, Coach and
Consultant, Qriosity Limited
What does enterprise service management mean to you?
It is the use of technology based practices and tools to help an organisation perform their
work better, achieve a goal or remove an obstacle. ESM is customer focused and strives to
ensure that better, faster, safer products and services practices are high in quality internally
as they are externally.
Why are we talking about enterprise service management now?
DevOps has started the conversation. Agile fast delivery has provided the processes and the
realisation that technology in a business is now the business.
What benefits could enterprise service management deliver?
Engagement, collaboration, agreed improvement across the value streams of work in an
organisation, less expensive costs of technology by integrating tools into the value streams,
improved customer satisfaction and retention, higher staff morale.
Work with Daniel
Learn more about Daniel and view his eConsultancy profile here.
10. Enterprise Service Management Essentials
Simon Dorst, Manager, Service
Management Services, Kinetic IT
What does enterprise service management mean to you?
As it says, it means service management in the enterprise: the application of (IT)SM
practices, tools, processes etc. in an end-to-end, businessenterprise environment. For
instance: central request fulfilment, or a service desk, integrated changeproject
management (with Agile practices embedded) …
Why are we talking about enterprise service management now?
Mainly because vendors are pushing is as an opportunity to sell ITSM tools to non-ITSM
customers.
It kind of has been around for years, but I guess with the increasing focus of late on the
Business-IT integration, and delivering true, business value, it became relevant to transpose
some of IT’s success stories (in managing services) into the enterprise.
What benefits could enterprise service management deliver?
As with most things it is not a silver bullet, nor should it be perceived as a point or tool
solution (for instance for a central, enterprise service desk; this is ‘part of’ but not all of
ESM).
First and foremost, ESM needs to be driven by the ‘enterprise’, i.e. the business, and not IT
‘showing off’ their tool (or process, or …). The outcomebenefit and thus the accountability
needs to lay with the business.
But when done ‘properly’, the benefits are similar to what we want to achieve with ITSM:
efficient, effective, end-to-end, repeatable, guaranteed, measured, managed enterprise
services, i.e. true business outcomes and value.
To me it gets really exciting to think how we can utilise enabling (ITSM) practices like Agile,
ITIL, OBASHI and SIAM in an enterprise environment. Currently often the participation (dare
I say ‘integration’) of the business can be a challenge or even a blocker, but when embraced
‘from above’ (from the enterprise level) we should be able to create some genuine end-to-
end, all-of-business practices.
It will also contribute to further ‘integration’ of IT and the business or rather perhaps finally
get rid of the concept of ‘integration’ and accept IT as a part of the business.
11. Enterprise Service Management Essentials
Work with Simon
Learn more about Simon and view his eConsultancy profile here.
12. Enterprise Service Management Essentials
Karen Ferris, Director, Macanta
Consulting Pty Ltd
What does enterprise service management mean to you?
Unlike what a Google search will tell you, ESM is not about a piece of business management
software. Yes, technology will be needed to underpin ESM but it is not the tool that is ESM.
ESM is the extension of best practice service management processes across the
organisation. It could be, as most people are talking about, the extension of ITSM processes
into other business units. Typically, into those business units that have high volumes of
similar requests, have to deliver requests within specific timeframes and need to be tracked,
have processes that have approval gates etc.
However, these other business units may well have good service management practices
already in place but are just not calling them that.
ESM is taking the best of breed service management processes and rolling
them out across the enterprise bringing consistency and efficiencies.
Certainly, ITSM will have a significant input to this especially if the IT department has
adopted and adapted best practice and is delivering value to the rest of the business.
ESM has to be driven from the top down. It cannot be IT that tells the rest of the business
that it has the best service management and that everyone else should adopt it. IT can
certainly inform and contribute to the discussion and it may surface that IT does in fact have
the best service management in place! But this has to come from collaboration and co-
design to reach that point of recognition.
ESM means that IT and the rest of the business need to join forces and adapt organisational
wide service management expertise that meets the needs of the entire enterprise. Therein
lies the challenge!
13. Enterprise Service Management Essentials
Why are we talking about enterprise service management now?
Good question. No idea! Many organisations have been using the 'ITSM' tools and similar
'ITSM' processes outside of IT for some time now. Maybe as Gartner suggests, it is vendor
hype? Maybe we needed another acronym to fill a void?
What benefits could enterprise service management deliver?
A better return on the investment in the ITSM solution if the rest of the business decided to
use it.
The more people and business departments that use a solution, the better the ROI
regardless of whether it is the IT tool one or not. Avoid having multiple solutions in the
organisation to deliver the same capabilities.
A one-stop shop. IT may have a service catalogue to describe its services and how to procure
them. But, why not have one service catalogue for all business services including HR,
Facilities, Legal, Finance, Administration, Marketing, Security and so on. No more scrambling
around trying to find out how to get advice on pay scales, or how to get repairs done, or
how to request training, or how to request office supplies etc. It’s all in one service
catalogue and service request catalogue. We are all used to using portals when interacting
with our banks, retailers, government agencies etc. So why should the experience within the
organisation be any different?
Centralisation of the management of all services offered by the organisation.
Elimination of waste though adoption of best of breed service management processes and
removing non-value adding activities. Let's talk LEAN!
Alignment of all business units in delivering value to the rest of the business and supporting
organisational objectives.
All of the above should result in increased employee engagement and customer satisfaction.
Standardisation of processes across not only a centrally located organisation but across a
globally distributed organisation where the same service management process may have
evolved differently in each location. Breakdown of silos!
Work with Karen
Learn more about Karen and view her eConsultancy profile here.