The first European edition of the Gartner IT Financial, Procurement & Asset Management Summit taking place Sept 28-29 in London, will gather hundreds of IT Asset management, procurement and IT finance leaders to learn and share the latest trends, best practices and advice on software licensing, contract negotiation, cloud and virtualization impact on cost and procurement, and many other related topics.
More information and registration at www.europe.gartner.com/itam
Strategies for Effective Hardware and Software Asset ManagementCA Technologies
Pro-actively managing IT assets and effectively planning for what’s next are not easy in increasingly complex IT environments. Learn about a government agency's journey to successful implementation of hardware and software asset management. Walk away with more in your toolbox to aid your own journey to building a sound strategic and tactical approach to IT Asset Management solutions from CA Technologies.
For more information on Management Cloud solutions from CA Technologies, please visit: http://bit.ly/1wEnPhz
How Gartner Helps Across the Entire IT Cost Optimization Life CycleChris Grow
IT Cost Optimization includes the practices, capabilities and behaviors taken by IT organizations and enterprises to balance the constraints of reducing costs, managing service levels and showing the business value of IT in pursuit of enterprise financial imperatives.
Benchmarking ITAM: Understand and grow your organization's IT Asset Manageme...Jon Stevens-Hall
Jon Hall's presentation from the IAITAM (International Association of IT Asset Managers) Annual Conference and Exhibition in Palm Springs, USA, in 2012
On February 12th 2019, IACCM and SirionLabs conducted this insightful webinar. The discussion focuses on the pitfalls of a ‘P2P only’ strategy and how enterprises can address them to enable true procurement transformation.
Strategies for Effective Hardware and Software Asset ManagementCA Technologies
Pro-actively managing IT assets and effectively planning for what’s next are not easy in increasingly complex IT environments. Learn about a government agency's journey to successful implementation of hardware and software asset management. Walk away with more in your toolbox to aid your own journey to building a sound strategic and tactical approach to IT Asset Management solutions from CA Technologies.
For more information on Management Cloud solutions from CA Technologies, please visit: http://bit.ly/1wEnPhz
How Gartner Helps Across the Entire IT Cost Optimization Life CycleChris Grow
IT Cost Optimization includes the practices, capabilities and behaviors taken by IT organizations and enterprises to balance the constraints of reducing costs, managing service levels and showing the business value of IT in pursuit of enterprise financial imperatives.
Benchmarking ITAM: Understand and grow your organization's IT Asset Manageme...Jon Stevens-Hall
Jon Hall's presentation from the IAITAM (International Association of IT Asset Managers) Annual Conference and Exhibition in Palm Springs, USA, in 2012
On February 12th 2019, IACCM and SirionLabs conducted this insightful webinar. The discussion focuses on the pitfalls of a ‘P2P only’ strategy and how enterprises can address them to enable true procurement transformation.
How BP is Leveraging Technology to Energize Supplier Relationship ManagementSirionLabs
On February 13th 2018, SirionLabs and IACCM conducted this webinar featuring BP. The webinar features an exciting panel of speakers including Jason Donner, Head of IT Infrastructure Sourcing at BP, Sally Hughes, CEO, IACCM and Ajay Agrawal, Founder and CEO, SirionLabs. Watch this on-demand webinar to learn how BP is driving improved results in strategic supplier engagements through its technology-driven relationship management strategy using Sirion’s contract management platform.
Gartner analysts will further discuss how to prioritise IT initiatives, while balancing the use of resources at Gartner PPM & IT Governance Summit 2011, 14-15 June in London. For more information please visit europe.gartner.com/ppm
Many mid- to small-size insurance companies strive to run SAP
solutions in asset accounting and reporting (SAP CML, SAP
CFM) but are not ready to invest heavily in implementing and
running SAP. The cloud technology will allow these companies
to exploit the advantages of a SAP based solution without
major upfront investment in technical infrastructure, licensing
and consulting fees. A template based SAP CML/CFM run in
the Cloud will address this issue.
Best Practices for Managing Customizations for Quote-to-CashApttus
A business doesn’t stand still – it constantly evolves to remain innovative and competitive, with technical requirements changing accordingly. Quote-to-Cash systems underpin the middle office, automating a range of critical, complex business processes, involving a variety of integrations. Hear from the experts on how to efficiently identify, assess, prioritize and upgrade customizations needed for enabling business objectives over the lifetime of a Quote-to-Cash solution.
Working closely with the client, we deliver a rigorous and effective integrated GRC (Governance, Risk and Compliance) solution – one that is not only right for the client, but also available for them.
Five Things Every CPQ Administrator Must Know, Presented by Apttus UniversityApttus
In this practical session, you’ll learn several key things that every administrator must know about setting up pricing and configuration for Apttus CPQ. With the depth of instruction that only Apttus University can provide, it’s a perfect starting point for new and prospective designers, and a great refresher for experienced admins.
How to Create a Data Driven Contract Management ProcessApttus
Contracts are not immune to the drive for greater efficiency, and data is the fuel of efficient operations. In this session, you'll hear actionable advice for how Chief Legal Officers, legal operations professionals and procurement officers can use insights from data to drive improvements in their contracting processes, including faster cycle times, greater process compliance, and lower costs.
Complex products introduce tremendous obstacles during the sales process around configuration, pricing, and fulfillment. Learn how enterprises have overcome these challenges and accelerated their businesses.
Keynote Address given by Paul Strassman, former Director of Defense Information and current Distinguished Professor of Information Science at George Mason University, at Transformation and Innovation 2007.
Selling value-added services is on the rise, yet many service organizations continue to leverage antiquated tools to manage the quote-to-contract process for their service offerings. Learn how Apttus customers are solving this problem with solutions designed to maximize service offerings, and how your organization can also capture the most value from services sales.
Today’s most *beneficial technologies include Mobile Field Service – work order management, dispatch, parts management, real time data access, signature capture, communications also includes Scheduling and Routing, Remote Product Monitoring, Forecasting & Planning, Business Intelligence.
2009 11 Business Case For ‘Erp’ In GovernmentFreeBalance
Imagine our surprise when we were invited to speak at the Financial Management Institute Professional Development Week about the value of ERP in government. Why? For one thing, FreeBalance is not an Enterprise Resource Planning vendor. We're a GRP vendor, as we have spoken about frequently in this blog. ERP vendors operate in many vertical markets - FreeBalance provides software for governments only.
Nevertheless, we took up the challenge. The presentation was focused for Government of Canada financial managers, but it is applicable to many countries. We focused on three elements of the Treasury Board Secretariat Investment Planning Policy: value for money, total cost and project governance.
We think that we did a very good job presenting an objective viewpoint. We didn't talk about FreeBalance and how our solutions are more applicable than generic software for governments.
BravoSolution - 10 Steps to Unlock the Power of ProcurementBravoSolution
In recent years, procurement professionals have witnessed dramatic changes to the procurement and supplier management function. Today’s business environment demands that procurement play a more strategic role in the organization with an emphasis on “unlocking the power of procurement” in order to meet the current—and future needs—of the business, stakeholders, customers and yes, even the suppliers.
How BP is Leveraging Technology to Energize Supplier Relationship ManagementSirionLabs
On February 13th 2018, SirionLabs and IACCM conducted this webinar featuring BP. The webinar features an exciting panel of speakers including Jason Donner, Head of IT Infrastructure Sourcing at BP, Sally Hughes, CEO, IACCM and Ajay Agrawal, Founder and CEO, SirionLabs. Watch this on-demand webinar to learn how BP is driving improved results in strategic supplier engagements through its technology-driven relationship management strategy using Sirion’s contract management platform.
Gartner analysts will further discuss how to prioritise IT initiatives, while balancing the use of resources at Gartner PPM & IT Governance Summit 2011, 14-15 June in London. For more information please visit europe.gartner.com/ppm
Many mid- to small-size insurance companies strive to run SAP
solutions in asset accounting and reporting (SAP CML, SAP
CFM) but are not ready to invest heavily in implementing and
running SAP. The cloud technology will allow these companies
to exploit the advantages of a SAP based solution without
major upfront investment in technical infrastructure, licensing
and consulting fees. A template based SAP CML/CFM run in
the Cloud will address this issue.
Best Practices for Managing Customizations for Quote-to-CashApttus
A business doesn’t stand still – it constantly evolves to remain innovative and competitive, with technical requirements changing accordingly. Quote-to-Cash systems underpin the middle office, automating a range of critical, complex business processes, involving a variety of integrations. Hear from the experts on how to efficiently identify, assess, prioritize and upgrade customizations needed for enabling business objectives over the lifetime of a Quote-to-Cash solution.
Working closely with the client, we deliver a rigorous and effective integrated GRC (Governance, Risk and Compliance) solution – one that is not only right for the client, but also available for them.
Five Things Every CPQ Administrator Must Know, Presented by Apttus UniversityApttus
In this practical session, you’ll learn several key things that every administrator must know about setting up pricing and configuration for Apttus CPQ. With the depth of instruction that only Apttus University can provide, it’s a perfect starting point for new and prospective designers, and a great refresher for experienced admins.
How to Create a Data Driven Contract Management ProcessApttus
Contracts are not immune to the drive for greater efficiency, and data is the fuel of efficient operations. In this session, you'll hear actionable advice for how Chief Legal Officers, legal operations professionals and procurement officers can use insights from data to drive improvements in their contracting processes, including faster cycle times, greater process compliance, and lower costs.
Complex products introduce tremendous obstacles during the sales process around configuration, pricing, and fulfillment. Learn how enterprises have overcome these challenges and accelerated their businesses.
Keynote Address given by Paul Strassman, former Director of Defense Information and current Distinguished Professor of Information Science at George Mason University, at Transformation and Innovation 2007.
Selling value-added services is on the rise, yet many service organizations continue to leverage antiquated tools to manage the quote-to-contract process for their service offerings. Learn how Apttus customers are solving this problem with solutions designed to maximize service offerings, and how your organization can also capture the most value from services sales.
Today’s most *beneficial technologies include Mobile Field Service – work order management, dispatch, parts management, real time data access, signature capture, communications also includes Scheduling and Routing, Remote Product Monitoring, Forecasting & Planning, Business Intelligence.
2009 11 Business Case For ‘Erp’ In GovernmentFreeBalance
Imagine our surprise when we were invited to speak at the Financial Management Institute Professional Development Week about the value of ERP in government. Why? For one thing, FreeBalance is not an Enterprise Resource Planning vendor. We're a GRP vendor, as we have spoken about frequently in this blog. ERP vendors operate in many vertical markets - FreeBalance provides software for governments only.
Nevertheless, we took up the challenge. The presentation was focused for Government of Canada financial managers, but it is applicable to many countries. We focused on three elements of the Treasury Board Secretariat Investment Planning Policy: value for money, total cost and project governance.
We think that we did a very good job presenting an objective viewpoint. We didn't talk about FreeBalance and how our solutions are more applicable than generic software for governments.
BravoSolution - 10 Steps to Unlock the Power of ProcurementBravoSolution
In recent years, procurement professionals have witnessed dramatic changes to the procurement and supplier management function. Today’s business environment demands that procurement play a more strategic role in the organization with an emphasis on “unlocking the power of procurement” in order to meet the current—and future needs—of the business, stakeholders, customers and yes, even the suppliers.
This toolkit details cost reduction opportunities across the Value Chain (as defined by strategist Michael Porter). Cost reduction initiatives are categorized in the areas of Enterprise-wide Opportunities, Asset Management Opportunities, and Function-specific Opportunities. Over 45 cost reduction initiatives identified--for each initiative, specific examples are provided, along with projected potential savings.
Download @ http://learnppt.com/powerpoint/
PowerPoint Tutorials @ http://pptdiagrams.wordpress.com/
Your take-away from the IT Service Management (ITSM) presentation are:
• A clear understanding of PM practices used in the implementation of ITSM
• Planning tips to successfully deliver an ITSM process improvement project
• Marketing ideas to socialize the message to the organization
• Testing techniques to achieve organic improvements along the way
• Ways to achieve buy-in from stakeholders
Software License Optimization and ITSM - Drive Efficiency and Cost Savings Flexera
Guest Speaker, Martin Thompson, ITAM Review Analyst @itamreview
An enterprise app store can streamline the application request, approval and delivery process and enable proactive license compliance and optimum license usage. Learn how IT asset management and Service Management can work together to improve the efficiency of application delivery and drive cost savings in software spending.
Beyond Mobile: the disruptions that are nextRobert Scoble
Robert Scoble, futurist at Rackspace, talks about "Beyond Mobile," the technologies that will take attention away from our mobile phone's screens. Augmented Reality. IoT. Digital Genies.
Here's video from this talk: https://youtu.be/M9_J3ERWOIo as given in January 2016.
The Gartner IT Financial, Procurement & Asset Management Summit 2014 was held on 17 – 18 September at the Lancaster London Hyde Park. This report ummarizes
and provides highlights from the event.
Successful Processes for Selecting a Content Management System: How to Become...Scott Abel
Presented at DocTrain East 2007 by Mary Laplante and Geoff Bock, The Gilbane Group -- A critical skill set for any content management professional relates to the successful acquisition of technology that solves business problems. If your currentor futureחresponsibilities include identifying the right solutions for your company or client, this is a dont-miss session for you.
A content management solution that delivers business value starts with choosing the right technology. Even with consolidation, the CMS market continues to grow, presenting buyers with an overwhelming number of options from which to choose. Mary Laplante and a panel of senior content management analysts and consultants provide you with insight and advice on acquisition processes that will help you map a path to success, set mile markers to guide your way, and reach your goal of choosing the right content technologies for your organization.
Topics to be covered include:
* Making the business case for investment in content technologies: cost savings PLUS revenues equal the big picture for executives.
* Distilling the key requirements: how to focus the technology investigation and avoid distraction.
* Developing an acquisition strategy: tools such as RFIs, RFPs, vendor-supported discovery processes, benchmarking peer organizations, conference-room pilots, and proof-of-concepts can help or hinder your acquisition process.
* Funneling vendors from short list to partner: what you need to know about the last mile to vendor-of-choice.
* Understanding technology delivery options: how software-as-service offers should be evaluated in the technology acquisition process.
DocTrain attendees will have a unique opportunity to shape the content delivered in the session. Prior to DocTrain East, the session moderator and panelists will host discussions and surveys related to technology acquisition processes on http://cmprofessionals.org and http://gilbane.com. You will have a chance to pose your questions in advance and to participate in surveys on key challenges you face in bringing content technologies into the enterprise.
המגמות הבולטות בעולם Office of the CIO. במצגת ניתן לראות את הבשלות של כלים טכנולוגיים בתחום ניהול IT, וקיטלוגם לפי סעיפים תקציביים שונים, כגון: הוצאה למען רגולציה, הוצאת בתחום של IT commodity - דברים הכרחיים, הוצאות להורדת עלויות והשקעות IT למען הגדלת הכנסות של הביזנס. צורה נוספת לראות את התפלגות תקציבי ה-IT הינה לפי הוצאות discretionary - הוצאה שחייבת להיעשות, דברים שכבר התחייבנו או חייבים לשלם: תחזוקות חומרה ותוכנה, רישיונות, עלות כ"א IT, פרויקטים רגולטורים ועוד לעומת הוצאות non-discretionary: הוצאות הניתנות להחלטות מושכלת, אופציאונאלית - שדרוג מערכות, פרויקטים אסטרטגיים, Professional Services, פרוקטי IT במודל "שלם לפי צריכה" ועוד. המסר העיקרי של מצגת היה להתחיל ולנסות להבין כמה כסף אנו משלמים בתחילת השנה להוצאות הכרחיות אלה (~60% בממוצע) ואיך ניתן לצמצם הוצאות מסוג זה ולהתחיל להעביר אותם להוצאות non-discretionary
“How P2P Fits Within an Enterprise Supply Chain” is the second topic of a supply chain learning series presented by ScottMadden and Shared Services & Outsourcing Network (SSON).
Accounts Payable (AP) has proven to be extremely effective in a shared services model but efficiencies are largely dependent on upstream supply chain processes. When leading shared services operations look for performance improvements or cost reductions in AP, they are forced to evaluate the entire P2P process to identify savings opportunities. “How P2P Fits Within an Enterprise Supply Chain” is the second topic of a supply chain learning series presented by ScottMadden and Shared Services & Outsourcing Network (SSON). In this session, we focus on the key attributes of a successful P2P transformation and the role technology plays in enabling the capture of the synergies and savings associated with P2P in a shared services delivery model.
How AI is Making Contract Management Easier and More EffectiveSirionLabs
While the number of enterprises implementing Contract Lifecycle Management solutions is increasing rapidly, there are still major concerns related to user adoption, business impact and Return on Investment. This is due to a combination of factors – user experience is complex, automation is superficial requiring additional manual effort, limited analytics, lack of functional depth to drive business outcomes, etc.
The good news is that with Artificial Intelligence (AI) driving the next generation of CLMs, enterprises are successfully overcoming the above barriers to realize true business transformation. Watch this webinar featuring Andrew Bartels, VP and Principal Analyst, Forrester and Ajay Agrawal, Founder and Chairman, SirionLabs to discover how AI is enabling improved business velocity, risk mitigation, and financial and business outcomes in commercial engagements.
For more information, visit https://www.sirionlabs.com/
Lean IT: An approach that helps IT organizations focus on what\'s important--delivering value to their customers by:
*Reducing waste
*Increasing productivity
*Improving customer experience
*Aiming resources at high value deliverables
Emerging Technologies - The Future Of Finance (CIMA Feb 2019)Michael Sadler
A presentation by IBM on the topic of "The Future Of Finance" examining emerging trends, and how accountants can to prepare for the transition from "running the numbers" to being value-adding partners to the business.
Search and Society: Reimagining Information Access for Radical FuturesBhaskar Mitra
The field of Information retrieval (IR) is currently undergoing a transformative shift, at least partly due to the emerging applications of generative AI to information access. In this talk, we will deliberate on the sociotechnical implications of generative AI for information access. We will argue that there is both a critical necessity and an exciting opportunity for the IR community to re-center our research agendas on societal needs while dismantling the artificial separation between the work on fairness, accountability, transparency, and ethics in IR and the rest of IR research. Instead of adopting a reactionary strategy of trying to mitigate potential social harms from emerging technologies, the community should aim to proactively set the research agenda for the kinds of systems we should build inspired by diverse explicitly stated sociotechnical imaginaries. The sociotechnical imaginaries that underpin the design and development of information access technologies needs to be explicitly articulated, and we need to develop theories of change in context of these diverse perspectives. Our guiding future imaginaries must be informed by other academic fields, such as democratic theory and critical theory, and should be co-developed with social science scholars, legal scholars, civil rights and social justice activists, and artists, among others.
Dev Dives: Train smarter, not harder – active learning and UiPath LLMs for do...UiPathCommunity
💥 Speed, accuracy, and scaling – discover the superpowers of GenAI in action with UiPath Document Understanding and Communications Mining™:
See how to accelerate model training and optimize model performance with active learning
Learn about the latest enhancements to out-of-the-box document processing – with little to no training required
Get an exclusive demo of the new family of UiPath LLMs – GenAI models specialized for processing different types of documents and messages
This is a hands-on session specifically designed for automation developers and AI enthusiasts seeking to enhance their knowledge in leveraging the latest intelligent document processing capabilities offered by UiPath.
Speakers:
👨🏫 Andras Palfi, Senior Product Manager, UiPath
👩🏫 Lenka Dulovicova, Product Program Manager, UiPath
"Impact of front-end architecture on development cost", Viktor TurskyiFwdays
I have heard many times that architecture is not important for the front-end. Also, many times I have seen how developers implement features on the front-end just following the standard rules for a framework and think that this is enough to successfully launch the project, and then the project fails. How to prevent this and what approach to choose? I have launched dozens of complex projects and during the talk we will analyze which approaches have worked for me and which have not.
GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs.
1. Unifying Large Language Models and Knowledge Graphs: A Roadmap.
https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
Let's dive deeper into the world of ODC! Ricardo Alves (OutSystems) will join us to tell all about the new Data Fabric. After that, Sezen de Bruijn (OutSystems) will get into the details on how to best design a sturdy architecture within ODC.
Connector Corner: Automate dynamic content and events by pushing a buttonDianaGray10
Here is something new! In our next Connector Corner webinar, we will demonstrate how you can use a single workflow to:
Create a campaign using Mailchimp with merge tags/fields
Send an interactive Slack channel message (using buttons)
Have the message received by managers and peers along with a test email for review
But there’s more:
In a second workflow supporting the same use case, you’ll see:
Your campaign sent to target colleagues for approval
If the “Approve” button is clicked, a Jira/Zendesk ticket is created for the marketing design team
But—if the “Reject” button is pushed, colleagues will be alerted via Slack message
Join us to learn more about this new, human-in-the-loop capability, brought to you by Integration Service connectors.
And...
Speakers:
Akshay Agnihotri, Product Manager
Charlie Greenberg, Host
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024Tobias Schneck
As AI technology is pushing into IT I was wondering myself, as an “infrastructure container kubernetes guy”, how get this fancy AI technology get managed from an infrastructure operational view? Is it possible to apply our lovely cloud native principals as well? What benefit’s both technologies could bring to each other?
Let me take this questions and provide you a short journey through existing deployment models and use cases for AI software. On practical examples, we discuss what cloud/on-premise strategy we may need for applying it to our own infrastructure to get it to work from an enterprise perspective. I want to give an overview about infrastructure requirements and technologies, what could be beneficial or limiting your AI use cases in an enterprise environment. An interactive Demo will give you some insides, what approaches I got already working for real.
Builder.ai Founder Sachin Dev Duggal's Strategic Approach to Create an Innova...Ramesh Iyer
In today's fast-changing business world, Companies that adapt and embrace new ideas often need help to keep up with the competition. However, fostering a culture of innovation takes much work. It takes vision, leadership and willingness to take risks in the right proportion. Sachin Dev Duggal, co-founder of Builder.ai, has perfected the art of this balance, creating a company culture where creativity and growth are nurtured at each stage.
The Art of the Pitch: WordPress Relationships and SalesLaura Byrne
Clients don’t know what they don’t know. What web solutions are right for them? How does WordPress come into the picture? How do you make sure you understand scope and timeline? What do you do if sometime changes?
All these questions and more will be explored as we talk about matching clients’ needs with what your agency offers without pulling teeth or pulling your hair out. Practical tips, and strategies for successful relationship building that leads to closing the deal.
13. 5 Key IT Financial, Procurement & Asset Management challenges…. 1. Cost optimization & reduction: better understanding assets is critical “Low hanging fruit” cost savings are over Upfront costs only 25% of total costs, so end-to-end asset management is critical Few IT organizations fully understand the longevity and the lifecycle of their assets. 2. Clients are struggling to negotiate with major software vendors - Vendor consolidation makes it harder to negotiate - Vendor “lock-in” is a major problem even for large clients - Spend with major 4 software vendors can eat up to 20% of TOTAL IT Budget! 3. Costly software audits on the rise Audited organizations went from 30% to 60% between 2005 and 2010 4. New trends are having a major impact on ITAM, ITFM, procurement Cloud, virtualization, consumerization impact IT Asset costs, variables, budgeting What is the REAL cost of cloud, virtualization, consumerization? Contracts, licensing, negotiation with cloud vendors is radically different 5. Success depends on good organization, processes, and collab
14.
15. How to Reduce the Total Cost of Ownership of Applications
29. Program Highlights - Keynotes Guru Keynote: Networking with Ease Nisha Pillai, BBC Anchor Align, Communicate and Execute: Defining Success in IT Finance, Procurement & Asset Management Bill Snyder What the CEO and the Board expect from the CIO and IT Mark Raskino Guest Keynote: Louise McCarthy, HM Revenue & Customs How will new technologies change the way we do Procurement and IT Asset Management? Alexa Bona
53. Case Study: MerckVirtual tracks: Foundational/Advanced, Strategic/Practical, Roles, Initiatives…
54. Additional delegate benefits FREE NEW Poster “Gartner Roadmap to IT Financial, Procurement & Asset Management FREE Online Access to Events on Demand Videos+slides+transcription of all Gartner and selected guest sessions 10
55. Contacts Alexa Bona, Conference Chair alexa.bona@gartner.com Pascal Winckel Sr Program Director pascal.winckel@gartner.com Kate Birinder Marketing Manager kate.birinder@gartner.com Peter Hogben, Sponsorship Sales peter.hogben@gartner.com Matt Broadway, Sponsorship Sales matt.broadway@gartner.com 11