This document discusses the transformation of IT outsourcing models from traditional in-house and staff augmentation models to managed service models. It describes the key benefits of managed services for both customers and service providers, including risk and cost sharing, predictable costs, improved quality, and innovation. The document provides a methodology for prioritizing which systems and services are best suited for a managed services model and transforming existing engagements. It outlines the key elements of a managed services framework, including service cataloging, SLAs, pricing models, and governance.
IT Services have been an in-house function for most of organizations across the globe a decade ago. With rapid growth in new technologies and expansion of customer base, organizations were unable to adapt to changes relying solely on their in-house IT teams. This gave rise to external IT service providers and proliferation of multiple engagement models.
This document provides an overview of shared services and examples of shared services implementations. It begins with defining shared services and comparing it to other models like outsourcing and decentralization. It then provides examples of shared services at a university, in government, and in the private sector. Some key lessons from implementing shared services centers are strong sponsorship, union partnership, an effective governance model, building a new culture in a greenfield location, and using performance management and technology innovation.
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.
Documentation Framework for IT Service DeliverySimon Denton
I developed this for a project that I am currently involved in. The project aim is to develop a documentation framework for the provision of IT as a Service. I devised the framework using the Microsoft Operations Framework as ‘glue’ between other frameworks like ITIL. I thought I’d share it as it might be useful to others who are in a similar situation. The end result is a relatively compact set of documents for each service offered by IT.
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.
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.
Msp It Goverance And Service Delivery Processkadhar_masthan
The document discusses IT service management frameworks and standards including ITIL, ISO 20000, COBIT, and ISO 27001. It uses the example of an IT services company called InfraRemote to illustrate how implementing these frameworks can help address issues like unmet service level agreements, poor customer support, and a lack of processes. Adopting standards like ITIL can help formalize processes, align IT with business goals, improve service quality, and increase maturity from an initial ad-hoc level to optimized processes.
IT Services have been an in-house function for most of organizations across the globe a decade ago. With rapid growth in new technologies and expansion of customer base, organizations were unable to adapt to changes relying solely on their in-house IT teams. This gave rise to external IT service providers and proliferation of multiple engagement models.
This document provides an overview of shared services and examples of shared services implementations. It begins with defining shared services and comparing it to other models like outsourcing and decentralization. It then provides examples of shared services at a university, in government, and in the private sector. Some key lessons from implementing shared services centers are strong sponsorship, union partnership, an effective governance model, building a new culture in a greenfield location, and using performance management and technology innovation.
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.
Documentation Framework for IT Service DeliverySimon Denton
I developed this for a project that I am currently involved in. The project aim is to develop a documentation framework for the provision of IT as a Service. I devised the framework using the Microsoft Operations Framework as ‘glue’ between other frameworks like ITIL. I thought I’d share it as it might be useful to others who are in a similar situation. The end result is a relatively compact set of documents for each service offered by IT.
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.
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.
Msp It Goverance And Service Delivery Processkadhar_masthan
The document discusses IT service management frameworks and standards including ITIL, ISO 20000, COBIT, and ISO 27001. It uses the example of an IT services company called InfraRemote to illustrate how implementing these frameworks can help address issues like unmet service level agreements, poor customer support, and a lack of processes. Adopting standards like ITIL can help formalize processes, align IT with business goals, improve service quality, and increase maturity from an initial ad-hoc level to optimized processes.
Service Strategy involves selecting the services a service provider will offer customers based on criteria like value, cost, and risk. It also establishes policies that govern how the provider operates. The strategy determines which services align with business goals, offer value to customers, and allow the provider to cover costs and risks. It uses concepts like business cases, return on investment, and service portfolios to evaluate potential services and maximize value for both customers and the provider.
The document discusses key concepts in ITIL Service Strategy. It defines Service Strategy as planning and implementing IT service management practices aligned to business needs. It outlines the core processes in Service Strategy: Strategy Generation, Service Portfolio Management, Financial Management, and Demand Management. Strategy Generation focuses on defining the market, developing offerings, strategic assets, and preparing for execution. [END SUMMARY]
Managed Service Provider (MSP) – Mastering the Winds of ChangeEverest Group
Over the last few years, the Managed Service Provider (MSP) market experienced steady growth as well as concurrent elementary changes that are altering the dynamics of the market. Not only are buyer expectations changing, but also the service provider landscape and operating models. This research provides comprehensive coverage of the MSP market and analyzes it across various dimensions such as market overview, key business drivers, and shifting market dynamics across buyer adoption trends, solution and transaction trends, and service provider landscape
A well-designed IT Service Delivery Model is critical to achieving success in IT management and operations. Many IT organizations focus on optimizing their technology assets -- the infrastructure and applications. However, in our experience, business value is achieved most effectively when technology assets and the IT service delivery model are integrated and work together seamlessly.
In the Nigerian Electric Power Industry, the only model of service management that is mandated and monitored by the industry regulator is complaints management in a bid to ensure optimal service quality to consumers but this model is not comprehensive enough to deliver on the requirements of this industry and so new procedures have to be found that can bring about the change required. ITIL is a public framework describing Best Practice in IT service management that delivers exceptional results for the governance of IT and focuses on the continual measurement and improvement of the quality of IT service delivered, from both a business and a customer perspective. This paper proposes a unified customer service management paradigm that attempts to deliver Service Availability and Improvement alongside ensuring Service Quality that promotes customer satisfaction through the implementation of an adaptation of portions of the IT service management framework as defined by ITIL for the Nigerian Electric Power Industry
Helpdesk Officer
Duties:
- Receive and log IT requests and issues from branches
- Fulfill requests within their authority and follow up
- Communicate with branch clients
Skills:
- Customer service and help desk methodologies
- Strong communication, listening and customer service skills
- Knowledge of IT processes, policies and procedures
Knowledge:
- Tracking systems, IT services, and products
- Microsoft office tools
- Local laws and work planning
Service Portfolio - Preparing for the Future of your OrganizationITSM Academy, Inc.
This document discusses the importance of service portfolio management for organizations. It defines a service portfolio as the complete set of services managed by a service provider. An effective service portfolio articulates business needs, services offered to meet those needs, and how resources will be allocated. It represents all current and planned commitments to customers. Implementing a service portfolio ensures the right mix of services to balance IT investment with business outcomes. The presentation reviews how to define services, implement a service portfolio, structure the portfolio, manage it through the service lifecycle, and consider portfolio design. Effective service portfolio management provides strategic direction and financial discipline for an organization.
Effective governance is a critically important enabler in achieving “top performer” status. “Governance” is the third topic in a supply chain learning series presented by ScottMadden and Shared Services & Outsourcing Network (SSON). In this session, we focus on the key building blocks of effective supply chain governance models including decision rights, performance metrics, service level agreements, and issue escalation/resolution. In addition, we discuss how to create alignment across an enterprise for a consistent supply chain strategy that clearly differentiates transactional efficiency from higher-value, strategic activities.
To learn more, please visit www.scottmadden.com.
This document provides an overview of IT Service Management. It discusses definitions of service and service management. It introduces the IT Infrastructure Library (ITIL) framework, which is the most widely accepted approach for IT Service Management. ITIL provides best practices for IT Service Management. The document outlines the history and versions of ITIL, including ITIL v2 and v3. It also briefly mentions other related frameworks, such as COBIT and ISO/IEC 20000.
The document discusses the challenges CIOs face with multi-sourcing IT services and the importance of service integration and management (SIAM). It notes that Horizons 2012 identified multi-sourcing and SIAM as leading CIO issues. CIOs are looking to improve internal IT capabilities and better control outsourced services. Additionally, business requirements are evolving with front office systems requiring speed and agility while back office prioritize efficiency and stability. The document advocates that CIOs develop service integration layers and partner with providers to help transform IT delivery for multi-sourcing over the next 2-3 years.
The document discusses interpersonal communication techniques for customer care such as active listening, recognizing barriers to effective listening, and using positive body language like good eye contact and smiling. It also covers organizational requirements for customer service like policies, procedures, job sheets, and legislation that affects roles. Finally, it addresses customer satisfaction, feedback, and retention through loyalty programs, welcoming complaints, and offering a good product or service.
Multi-function Shared Services center - an emerging trendZinnov
Shared services organizations are built on a foundation of reducing cost, promoting efficiencies and, ultimately, in achieving high performance. The evolution curve demonstrates that the shared services model has come a long way from the 70s when the focus was on centralizing non-core business processes to the current model of a portfolio approach based on establishing multi-shore, multi-delivery operations with best in breed solution offering. A variety of business functions are currently being outsourced/globalized with IT, F&A and HRO achieving significant maturity. In terms of locations, Indian cities (Bangalore, NCR and Pune) lead the way as the preferred destinations for most of the F&A, HRO and Inside Sales souring. Locations in Eastern Europe and Latin America offer viable alternatives.
The document discusses moving from a traditional IT support model focused on reactive ticket resolution to a more proactive model with three tiers:
1) Traditional reactive support for issues and changes
2) Continuous system and process optimization through data analytics to identify anomalies
3) Acting as business partners to help transform and optimize business processes through new technologies
It suggests rebranding support teams, using analytics to track trends, attaching business analysts, and changing KPIs to focus on the higher tiers of proactive support and business transformation.
Enterprise SaaS: A Mismatch Made in HeavenStanton Jones
Enterprise demand for SaaS is surging. Providers are building, acquiring and partnering SaaS platforms at a breakneck pace. What happens when they meet?
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
IT Service Management Tutorial | What Is ITSM? | ITIL Foundation Training | S...Simplilearn
This presentation on 'IT Service Management' will take you through everything you need to know about the concept of IT service management. ITSM is the practice of delivering IT services and supporting internal customers with the help of people, processes and technology. The video will also cover concepts like what is ITIL, what is ITSM, key concepts of ITSM and the ITIL service lifecycle.
What are the course objectives?
ITIL® 4 is the latest release of the ITIL framework, designed to provide a more practical viewpoint to the ITIL lifecycle with best practices from other complementary platforms such as Agile, DevOps and Lean. The objective of this course is to provide a foundational level of understanding of the ITIL 4 framework, key elements, concepts and terminologies associated with ITIL service lifecycle, and how it has evolved to adopt modern technologies and operational processes. The course covers all necessary concepts in the service management framework to support candidates studying for the ITIL 4 Foundation Certification Exam.
What skills will you learn?
Upon completion of this ITIL Certification training you will learn:
- Concepts, key principles and process models required to pass the ITIL 4 Foundation exam.
- How ITIL principles can help an individual understand and apply IT service management in their organization.
- How to improve customer experience and ITSM efficiency with the help of ITIL tools and techniques.
- The purposes and key terms of 15 ITIL practices.
- Industry best practices for deploying IT services.
Below are the topics explained in this ITIL presentation:
1. What is ITIL?
2. Why ITIL?
3. ITIL Service Lifecyclehttps://www.simplilearn.com/it-service-management/itil-foundation-training
Transformational alignment to IT service management WGroup
In this case study, WGroup helps a Fortune-500 healthcare firm transform their IT organization and cut costs. WGroup was contacted to reduce service costs and aligning the organization to an ITSM based service model. WGroup used the ITIL framework to determine service delivery alignment across suppliers, level of process maturity, and the alignment of internal resources against services in the portfolio.
Timo Hyvönen presented on establishing a Service Management Office (SMO) in multi-sourced IT environments. The SMO is responsible for defining, maintaining, and managing IT service management standards and processes. It ensures governance and that legal/financial interests are met. Hyvönen discussed SMO roles, governance, and two case studies - one for a traditional IT organization and one for a global corporation using multiple outsourcing vendors. He concluded with recommendations for planning and implementing an SMO.
El documento habla sobre la situación educativa en los estados de Coahuila y Durango en México, que no cumplen con las condiciones para ofrecer una educación de calidad. También describe las protestas de maestros en Oaxaca contra la reforma educativa y el diálogo entre el gobierno y la CNTE. Se informa que 11 personas murieron en un operativo policial en Nochixtlán durante las protestas y que el gobierno federal solo dialogará sobre la reforma educativa si la CNTE la acepta.
Pranjal Goswami is a Territory Manager with over 7 years of experience in new business development, key account management, and channel management across multiple categories. He has expertise in sales, marketing, business development, channel management, distribution management, and client relationship management. Currently seeking opportunities in channel management, marketing, sales, business development, or client relationship management roles in the automobile or industrial sectors.
Service Strategy involves selecting the services a service provider will offer customers based on criteria like value, cost, and risk. It also establishes policies that govern how the provider operates. The strategy determines which services align with business goals, offer value to customers, and allow the provider to cover costs and risks. It uses concepts like business cases, return on investment, and service portfolios to evaluate potential services and maximize value for both customers and the provider.
The document discusses key concepts in ITIL Service Strategy. It defines Service Strategy as planning and implementing IT service management practices aligned to business needs. It outlines the core processes in Service Strategy: Strategy Generation, Service Portfolio Management, Financial Management, and Demand Management. Strategy Generation focuses on defining the market, developing offerings, strategic assets, and preparing for execution. [END SUMMARY]
Managed Service Provider (MSP) – Mastering the Winds of ChangeEverest Group
Over the last few years, the Managed Service Provider (MSP) market experienced steady growth as well as concurrent elementary changes that are altering the dynamics of the market. Not only are buyer expectations changing, but also the service provider landscape and operating models. This research provides comprehensive coverage of the MSP market and analyzes it across various dimensions such as market overview, key business drivers, and shifting market dynamics across buyer adoption trends, solution and transaction trends, and service provider landscape
A well-designed IT Service Delivery Model is critical to achieving success in IT management and operations. Many IT organizations focus on optimizing their technology assets -- the infrastructure and applications. However, in our experience, business value is achieved most effectively when technology assets and the IT service delivery model are integrated and work together seamlessly.
In the Nigerian Electric Power Industry, the only model of service management that is mandated and monitored by the industry regulator is complaints management in a bid to ensure optimal service quality to consumers but this model is not comprehensive enough to deliver on the requirements of this industry and so new procedures have to be found that can bring about the change required. ITIL is a public framework describing Best Practice in IT service management that delivers exceptional results for the governance of IT and focuses on the continual measurement and improvement of the quality of IT service delivered, from both a business and a customer perspective. This paper proposes a unified customer service management paradigm that attempts to deliver Service Availability and Improvement alongside ensuring Service Quality that promotes customer satisfaction through the implementation of an adaptation of portions of the IT service management framework as defined by ITIL for the Nigerian Electric Power Industry
Helpdesk Officer
Duties:
- Receive and log IT requests and issues from branches
- Fulfill requests within their authority and follow up
- Communicate with branch clients
Skills:
- Customer service and help desk methodologies
- Strong communication, listening and customer service skills
- Knowledge of IT processes, policies and procedures
Knowledge:
- Tracking systems, IT services, and products
- Microsoft office tools
- Local laws and work planning
Service Portfolio - Preparing for the Future of your OrganizationITSM Academy, Inc.
This document discusses the importance of service portfolio management for organizations. It defines a service portfolio as the complete set of services managed by a service provider. An effective service portfolio articulates business needs, services offered to meet those needs, and how resources will be allocated. It represents all current and planned commitments to customers. Implementing a service portfolio ensures the right mix of services to balance IT investment with business outcomes. The presentation reviews how to define services, implement a service portfolio, structure the portfolio, manage it through the service lifecycle, and consider portfolio design. Effective service portfolio management provides strategic direction and financial discipline for an organization.
Effective governance is a critically important enabler in achieving “top performer” status. “Governance” is the third topic in a supply chain learning series presented by ScottMadden and Shared Services & Outsourcing Network (SSON). In this session, we focus on the key building blocks of effective supply chain governance models including decision rights, performance metrics, service level agreements, and issue escalation/resolution. In addition, we discuss how to create alignment across an enterprise for a consistent supply chain strategy that clearly differentiates transactional efficiency from higher-value, strategic activities.
To learn more, please visit www.scottmadden.com.
This document provides an overview of IT Service Management. It discusses definitions of service and service management. It introduces the IT Infrastructure Library (ITIL) framework, which is the most widely accepted approach for IT Service Management. ITIL provides best practices for IT Service Management. The document outlines the history and versions of ITIL, including ITIL v2 and v3. It also briefly mentions other related frameworks, such as COBIT and ISO/IEC 20000.
The document discusses the challenges CIOs face with multi-sourcing IT services and the importance of service integration and management (SIAM). It notes that Horizons 2012 identified multi-sourcing and SIAM as leading CIO issues. CIOs are looking to improve internal IT capabilities and better control outsourced services. Additionally, business requirements are evolving with front office systems requiring speed and agility while back office prioritize efficiency and stability. The document advocates that CIOs develop service integration layers and partner with providers to help transform IT delivery for multi-sourcing over the next 2-3 years.
The document discusses interpersonal communication techniques for customer care such as active listening, recognizing barriers to effective listening, and using positive body language like good eye contact and smiling. It also covers organizational requirements for customer service like policies, procedures, job sheets, and legislation that affects roles. Finally, it addresses customer satisfaction, feedback, and retention through loyalty programs, welcoming complaints, and offering a good product or service.
Multi-function Shared Services center - an emerging trendZinnov
Shared services organizations are built on a foundation of reducing cost, promoting efficiencies and, ultimately, in achieving high performance. The evolution curve demonstrates that the shared services model has come a long way from the 70s when the focus was on centralizing non-core business processes to the current model of a portfolio approach based on establishing multi-shore, multi-delivery operations with best in breed solution offering. A variety of business functions are currently being outsourced/globalized with IT, F&A and HRO achieving significant maturity. In terms of locations, Indian cities (Bangalore, NCR and Pune) lead the way as the preferred destinations for most of the F&A, HRO and Inside Sales souring. Locations in Eastern Europe and Latin America offer viable alternatives.
The document discusses moving from a traditional IT support model focused on reactive ticket resolution to a more proactive model with three tiers:
1) Traditional reactive support for issues and changes
2) Continuous system and process optimization through data analytics to identify anomalies
3) Acting as business partners to help transform and optimize business processes through new technologies
It suggests rebranding support teams, using analytics to track trends, attaching business analysts, and changing KPIs to focus on the higher tiers of proactive support and business transformation.
Enterprise SaaS: A Mismatch Made in HeavenStanton Jones
Enterprise demand for SaaS is surging. Providers are building, acquiring and partnering SaaS platforms at a breakneck pace. What happens when they meet?
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
IT Service Management Tutorial | What Is ITSM? | ITIL Foundation Training | S...Simplilearn
This presentation on 'IT Service Management' will take you through everything you need to know about the concept of IT service management. ITSM is the practice of delivering IT services and supporting internal customers with the help of people, processes and technology. The video will also cover concepts like what is ITIL, what is ITSM, key concepts of ITSM and the ITIL service lifecycle.
What are the course objectives?
ITIL® 4 is the latest release of the ITIL framework, designed to provide a more practical viewpoint to the ITIL lifecycle with best practices from other complementary platforms such as Agile, DevOps and Lean. The objective of this course is to provide a foundational level of understanding of the ITIL 4 framework, key elements, concepts and terminologies associated with ITIL service lifecycle, and how it has evolved to adopt modern technologies and operational processes. The course covers all necessary concepts in the service management framework to support candidates studying for the ITIL 4 Foundation Certification Exam.
What skills will you learn?
Upon completion of this ITIL Certification training you will learn:
- Concepts, key principles and process models required to pass the ITIL 4 Foundation exam.
- How ITIL principles can help an individual understand and apply IT service management in their organization.
- How to improve customer experience and ITSM efficiency with the help of ITIL tools and techniques.
- The purposes and key terms of 15 ITIL practices.
- Industry best practices for deploying IT services.
Below are the topics explained in this ITIL presentation:
1. What is ITIL?
2. Why ITIL?
3. ITIL Service Lifecyclehttps://www.simplilearn.com/it-service-management/itil-foundation-training
Transformational alignment to IT service management WGroup
In this case study, WGroup helps a Fortune-500 healthcare firm transform their IT organization and cut costs. WGroup was contacted to reduce service costs and aligning the organization to an ITSM based service model. WGroup used the ITIL framework to determine service delivery alignment across suppliers, level of process maturity, and the alignment of internal resources against services in the portfolio.
Timo Hyvönen presented on establishing a Service Management Office (SMO) in multi-sourced IT environments. The SMO is responsible for defining, maintaining, and managing IT service management standards and processes. It ensures governance and that legal/financial interests are met. Hyvönen discussed SMO roles, governance, and two case studies - one for a traditional IT organization and one for a global corporation using multiple outsourcing vendors. He concluded with recommendations for planning and implementing an SMO.
El documento habla sobre la situación educativa en los estados de Coahuila y Durango en México, que no cumplen con las condiciones para ofrecer una educación de calidad. También describe las protestas de maestros en Oaxaca contra la reforma educativa y el diálogo entre el gobierno y la CNTE. Se informa que 11 personas murieron en un operativo policial en Nochixtlán durante las protestas y que el gobierno federal solo dialogará sobre la reforma educativa si la CNTE la acepta.
Pranjal Goswami is a Territory Manager with over 7 years of experience in new business development, key account management, and channel management across multiple categories. He has expertise in sales, marketing, business development, channel management, distribution management, and client relationship management. Currently seeking opportunities in channel management, marketing, sales, business development, or client relationship management roles in the automobile or industrial sectors.
Este documento describe un proyecto para crear un blog educativo para estudiantes de contabilidad en el Centro de Estudios Tecnológicos Industrial y de Servicios 47. El blog tiene como objetivo proporcionar a los estudiantes un espacio virtual para interactuar y adquirir conocimientos a través de recursos como temas, actividades y videos relacionados con la materia. El documento también discute la importancia de la comunicación educativa y cómo el blog puede ayudar a desarrollar habilidades mediante actividades.
El documento presenta la misión, visión y política de calidad del Centro de Estudios Tecnológicos y de Servicios No. 47. Su misión es formar bachilleres y profesionales técnicos con conocimientos industriales, comerciales y de servicios para contribuir al desarrollo sustentable del país. Su visión es ser una institución certificada orientada al aprendizaje tecnológico y humanístico. Su política de calidad busca formar integralmente a los estudiantes enfatizando el desarrollo tecnol
The Johns Creek Arts Center provides art instruction to over 2,000 students per year through classes, camps and workshops. Their mission is to inspire artistic development for youth and adults through quality art programs taught by accomplished instructors. They seek funding to increase outreach programs for underserved children and seniors, research art therapy programs, and support general operations to remain financially viable. Their main sources of income are class/camp fees and grants, but they aim to increase grant/donation funding due to budget challenges from reduced grants and contributions in the current economy.
Este documento presenta la primera sesión de la asignatura de Comunicación Educativa del cuarto cuatrimestre de la Maestría en Educación en septiembre-diciembre de 2015. La sesión se titula "Comunicación y Medios (Primera Parte)" y es presentada por Adriana Castillo Ruiz y Jorge Sánchez López con la asesoría de la maestra Karla del Carmen Castillejos López. Incluye una bibliografía de textos y sitios web relacionados con la teoría de la comunicación.
The document is a resume for Jean Wilzer Chery summarizing her 13 years of experience in customer service, providing benefits information to members and providers. She has strong organizational, problem-solving, customer service, communication and technology skills and is fluent in Creole, French and Spanish.
ChangHee Lee is a marketing student at Rochester Institute of Technology expected to graduate in May 2014. He has experience working in international student recruiting and marketing roles where he utilized skills like Excel, translating between English and Korean, and customer service. On campus, he has been involved with the Asian Club, film production, and Rotaract where he held leadership positions. His skills include being fluent in Korean and English as well as various computer programs.
Kim Damin is a South Korean student currently pursuing a bachelor's degree in philosophy and business management at Sogang University. He maintains a 3.9 GPA and has received academic scholarships multiple times. His work experience includes freelance translating between English and Korean as well as serving as a teaching assistant in Sogang University's philosophy department. Additionally, he has participated in various extracurricular activities centered around marketing and event planning.
The document discusses the evolution of wireless networks from 1G to 4G. It describes the key technologies including 1G analog cellular systems, 2G digital systems, 2.5G technologies like GPRS and EDGE, 3G standards like UMTS, CDMA2000, and W-CDMA. 3G services offered higher data rates and quality of service but faced challenges around high costs and lack of coverage. 4G is still in development and aims to offer speeds 50 times faster than 3G with seamless connectivity anywhere. Key 3G standards that emerged include CDMA2000 1X, EV-DO, and UMTS/W-CDMA, with W-CDMA providing larger bandwidth and capacity with lower
El documento describe la evolución del Estado a través de la historia. Originalmente, el Estado antiguo se basaba en el poder de la iglesia y los monarcas. Luego, surgió el Estado liberal con límites al poder soberano. Finalmente, el Estado se transformó en un Estado democrático con sufragio universal y mayor intervención para promover el bienestar social.
1. The code sample provided defines a simple Java class called HelloWorld with a main method that prints "Epic Fail".
2. The class contains a single public static void main method that takes an array of String arguments.
3. Within the main method it prints the text "Epic Fail" without any other processing or output.
BUSS_213_Week_7___Final_Submission_and_Portfolio_Project_ReflectionLorie Francisco
This memo discusses potential age discrimination issues regarding an employee termination. It notes that the company is located in an at-will employment state, allowing termination for any non-discriminatory reason. However, the 67-year-old terminated employee could have grounds for an age discrimination suit under the Age Discrimination in Employment Act (ADEA) if the company cannot demonstrate she was actually overqualified for the position as stated. The memo advises documenting the overqualification claim and warns against retaliation for filing an ADEA charge. The Older Workers Benefit Protection Act is deemed not applicable in this non-benefit case. References to relevant discrimination laws are provided.
El documento presenta diferentes teorías sobre el aprendizaje humano. Define el aprendizaje como un proceso de adquisición de conocimientos, habilidades y actitudes a través de la experiencia y la enseñanza. Explica la teoría cognitiva del aprendizaje, la cual ve al sujeto como activo en la construcción del conocimiento a través de procesos mentales. También menciona las teorías de Piaget sobre las etapas del aprendizaje, de Bruner sobre el aprendizaje por descubrimiento y de Ausubel sobre el
Next generation IT outsourcing and the global enterprise model (GEM)WGroup
Disruptive technologies such as cloud computing and the “as-a-service” model for software, infrastructure and platforms have led to fundamental changes in how IT services are organized, managed and delivered—whether they are outsourced, insourced or a combination. The reality that IT services can be delivered to anywhere on the globe via the “Cloud” has accelerated the commoditization of IT. Ubiquitous access to IT services has lessened business units’ dependency on internal IT and shifted the IT organization’s prime role from process excellence to technology and service innovation. This article discusses through WGroup's perspective how outsourcing can create value through changing the way business is done.
IT Staff Augmentation vs. Managed Services – What to Choose for Your Next Pro...Tarun Nagar
Are you still unsure which outsourcing model is best? Which one is between IT Staff Augmentation Vs. managed Services? Managed Services
Managed IT services and staff augmentation are the two most popular methods for software development outsourcing. Each approach has unique benefits, drawbacks, and dangers.
If you need more control and responsibility, and the resources to manage a development group, in between staff augmentation and managed services, prior is the best option. If you prefer to outsource all the work to a development firm, managed services may be the best choice.
Now that you know what your business is, you can also see how each model operates. For business growth, choose the best staff augmentation or managed services company.
Read full article here https://devtechnosys.com/insights/it-staff-augmentation-vs-managed-services/
The Power and Promise of SaaS: CA Cloud Service Management Case StudyCA Technologies
As we move to the application economy, companies are increasingly reviewing their portfolio of solutions to help ensure that they are deriving the promised efficiencies and value.
This presentation provides an informative look at how one company is leveraging cloud-based solutions to improve the overall effectiveness of their IT service management operations.
For more information on Management Cloud solutions from CA Technologies, please visit: http://bit.ly/1wEnPhz
This document provides an overview of how ITIL best practices can help managed service providers deliver valuable services to clients. It discusses how ITIL has become more relevant to external service providers and the different types of managed service providers. The document also covers key topics for managed service providers like service strategy, designing offerings that add value, different resourcing models, service level agreements, and driving continual improvement. Adopting ITIL provides benefits like a common language between providers and clients, more compatible processes, and the flexibility to work with multiple partners and clients.
Maximizing your Global Delivery Strategy (ADM Outsourcing)Steven Hall
Want to really understand how to maximize performance in an outsourced ADM environment? Global Delivery is powerful, and with some straigh-forward rules, can increase productivty and improve software quality.
Application sourcing focused on value, not cost aloneWGroup
As part of a four year transformation strategy to replace its aging technology stack, strengthen their expertise and reduce the total cost of ownership, a $12 billion US-based organization was seeking a solution that would resolve problems they were experiencing in the delivery of their applications development, maintenance and support functions. In this case study, WGroup facilitated the outsourcing RFP process with service providers so the client could evaluate partners based on value-creation capabilities, and not on cost alone. The resulting outsourcing contract implemented drove a metric-driven organization, measurable operational improvements, and expanded the service catalog of the IT organization.
Transformed IT function through hybrid managed services for a leading asset m...Mindtree Ltd.
Mindtree helped a global asset management enterprise transform its IT function through a hybrid managed services model. This provided greater business alignment, reduced costs by 44%, and simplified management through a single point of ownership. Mindtree collaborated with the customer to deliver both shared and dedicated services, conducting 100% offshore delivery while maintaining a local program manager for liaison. The solution improved service, efficiency, and issue resolution through continuous improvement.
This document provides an overview of ITIL (IT Infrastructure Library) which is a set of best practices for IT service management (ITSM). It discusses that ITIL was developed in the late 1980s and has become the leading framework for ITSM globally due to being non-proprietary, non-prescriptive, and providing both best practices and good practices. It then summarizes the key aspects of the ITIL service lifecycle including service strategy, service design, service transition, service operation, and continual service improvement. Finally, it outlines some of the objectives of the service strategy, service design, and service transition stages.
I prepared this document based on a learning material provided by my employer, my aim was to create a document that would serve as a book for those want to understand ITIL Foundation Syllabus before writing the foundation exam (Exam Code - EXO 117). Although this book was edited many times to include only those subjects that were needed the most, the book still is a 146 page document, however reading this book would give you a decent idea about many service management concepts like Incident Management, Change Management, Problem Management etc and will make you exam ready without the help of dumps. Yes, believe me I scored 85% in Exin's EXO 117 Foundation Exam without any dumps. After I gained enough knowledge by preparing this book, I was able to answer many questions correctly in the dumps so I ended up using the dumps only to get a hands on of how the exam user interface will work. My concept is simple, if you want only a certificate, use the dumps, you can start tonight and get certified by tomorrow morning, but what knowledge would you actually possess at the end? To get that knowledge I suggest reading the related books, understanding the concepts, learning with examples and it may take a week, may be a month but at the end you will have the certificate + KNOWLEDGE. Finally just pardon me for any grammatical errors (after all English is not my mother tongue) and typo (I didn't have enough time to check everything), but the book is full of information that would certainly help. Share it with as many people as would like, spread it, gain knowledge and help others to do so as well. All the best.
This document provides an overview of ITIL (Information Technology Infrastructure Library), including its origins, core concepts, benefits, and widespread adoption. ITIL is a framework for IT service management that was developed in the 1980s by the UK government to promote best practices. It consists of five core publications that cover the service lifecycle from strategy to continual improvement. Implementing ITIL's standardized processes can help organizations improve efficiency, alignment with business needs, service quality, and gain a common language for discussing IT services. Thousands of large companies across various industries have adopted ITIL in whole or in part.
Across the corporate landscape IT functions are completing their transformation to a service-orientation. Slowly but surely, “governance” has become a core mission, if not yet the core competency, of the IT organization. Governance involves many fronts and addresses many levels – there is architectural governance, IT finance and projects governance, and of course, supplier governance. All call for new skills and new structures. WGroup collectively brings decades of hands-on experience in IT supplier management to assist our clients with the multi-supplier challenge – from building the governance structures to defining sourcing strategies to facilitating contract reviews to transition management. This states how WGroup would implement a multi-supplier governance model successfully.
This document provides an overview of ITIL (Information Technology Infrastructure Library) concepts including the ITIL service lifecycle. It defines key terms like service, service management, and discusses ITIL versions 2 and 3. It also covers ITIL principles such as focusing on customer satisfaction and the strategic role of IT. Process models, organizational roles, and the five stages of the ITIL service lifecycle are outlined.
1U C I S A I T I L I N T R O D U C I N G S E R V I C E O.docxlorainedeserre
1U C I S A I T I L : I N T R O D U C I N G S E R V I C E O P E R A T I O N
ITIL – Introducing service operation
This document is designed to answer many of the questions about IT service management and the ITIL framework,
specifically the service operation lifecycle phase. It is a beginner’s guide.
ITIL benefits within service operation
� Scalability – ITIL can be adapted for any size of organisation.
� Reduction in costs – ITIL has proven its value in reducing the overall cost of managing services.
� Improved quality – ITIL helps improve the quality of IT services through sound management practices.
� Alignment to standards – ITIL is well aligned to the ISO/IEC 20000 Standard for Service Management.
� Return on Investment (ROI) – ITIL helps IT organisations demonstrate their return on investment and
measurable value to the business. This helps establish a business case for new or continuing investment in IT.
� Seamless sourcing partnerships – outsourcing, often with multiple service providers, is increasingly common
today and ITIL is widely practised among industry service providers so offers a common practice base for
improved service chain management.
Considering cultural change
A small part of the implementation of service operation will be about process design. Most of the challenge lies
in cultural change and personal motivation of staff to use the end to end processes as the better way to do deliver
service.
Any change leads to feelings of vulnerability and loss of control. These feelings generally manifest themselves through
feelings of resistance. The most important thing in this stage of the ITIL implementation is to keep the focus on the
reason why your organisation needs ITIL service management in the first place.
Some implementation pointers for implementing service operation
DO:
� Perform a feasibility study first
� Use what is already good in the organisation
� Take it slowly and concentrate on small steps and quick wins
� Appoint a strong project manager with end to end focus to drive the implementation programme
� Keep in mind organisation change management issues
� Keep communicating WHY your organization needs this
� Measure your successes continuously
� Enjoy the milestones and share them with the IT group
DON’T:
� Try to mature all the processes at the same time
� Start with a tool
� Start without management commitment and/or budget
� ITILISE your organisation – it’s a philosophy, not an executable application
� Forget to adopt and adapt
� Rush; take your time to do it well
� Go on without a reason
� Ignore the positive activities already in place
2U C I S A I T I L : I N T R O D U C I N G S E R V I C E O P E R A T I O N
The objectives of service operation
The main objective of service operation is to coordinate and carry out the activities and processes required to deliver
and manage services at agreed levels to business users and customers.
Service o ...
IAOP OWS 17 Leveraging Outsourcing to Modernize While Maintaining ApplicationsWGroup
Anthem’s New AMS Approach Proves You Don’t Need to Pick One or the Other:
Learn how a new approach to AMS sourcing can enable the modernization of core IT systems and maintenance of applications in parallel. See Anthem’s playbook and methodology for this innovative sourcing delivery model.
Learn how to stratify which suppliers can truly help you transform core systems, and which ones that may only be able to handle tasks. See the evaluation criteria that Anthem leveraged in assessing its suppliers for transformational work.
Understand the potential for running modernization and maintenance in an integrated effort, as opposed to separate initiatives.
Driving Business Excellence through Innovative IT Service ManagementCognizant
IT service management is increasingly becoming a top priority for CIOs as it is the interface that drives business-IT alignment. To succeed, IT organizations need to innovate service intake management by enabling self-service, utilizing service catalogs, and adopting outcome-based delivery models. This involves left-shifting service activities, leveraging integrated technologies, and focusing on customer experience through a skilled workforce.
Service architecture is a framework for organizing IT services and clearly representing how those services are supported. It improves business understanding of IT services and allows business to make key IT decisions. The key components of a service architecture include service requirements, support models, support organization, governance, communications, tools, and service management processes. A service architecture can be delivered in six phases: assess, design, build, validate, deploy, and monitor. It provides a structured approach to transitioning to a new operating model and flexible support of changing business needs.
The document provides an introduction to ITIL Service Strategy. It discusses key learning objectives which include introducing service strategy, service strategy principles, processes, governance, and challenges. The five core processes of Service Strategy are outlined as Strategy Management for IT Services, Service Portfolio Management, Financial Management, Demand Management, and Business Relationship Management. The purpose, objectives, scope, and value to business of Service Strategy are also summarized.
Kinetic Data White Paper, Divide And Conquer To Accelerate Client Transitionsbrettnorgaard
White Paper discusses how to accelerate transitioning new clients to the service platform by breaking offers into standard, optional and customized groupings.
The document outlines the plan and objectives for a 3-day ITIL Foundation V3 workshop. Day 1 will cover ITIL core concepts and organizing for service management. Day 2 will cover service strategy, service design, and service transition. Day 3 will cover service operation and continual service improvement. The objectives are to provide comprehension of key ITIL concepts including the service lifecycle, processes, roles, and functions.
Managed IT support service Provider secure, reliable remote monitoring and management of your entire business environment and well-received Managed Support solution.
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Malibou Pitch Deck For Its €3M Seed Roundsjcobrien
French start-up Malibou raised a €3 million Seed Round to develop its payroll and human resources
management platform for VSEs and SMEs. The financing round was led by investors Breega, Y Combinator, and FCVC.
SOCRadar's Aviation Industry Q1 Incident Report is out now!
The aviation industry has always been a prime target for cybercriminals due to its critical infrastructure and high stakes. In the first quarter of 2024, the sector faced an alarming surge in cybersecurity threats, revealing its vulnerabilities and the relentless sophistication of cyber attackers.
SOCRadar’s Aviation Industry, Quarterly Incident Report, provides an in-depth analysis of these threats, detected and examined through our extensive monitoring of hacker forums, Telegram channels, and dark web platforms.
WWDC 2024 Keynote Review: For CocoaCoders AustinPatrick Weigel
Overview of WWDC 2024 Keynote Address.
Covers: Apple Intelligence, iOS18, macOS Sequoia, iPadOS, watchOS, visionOS, and Apple TV+.
Understandable dialogue on Apple TV+
On-device app controlling AI.
Access to ChatGPT with a guest appearance by Chief Data Thief Sam Altman!
App Locking! iPhone Mirroring! And a Calculator!!
UI5con 2024 - Boost Your Development Experience with UI5 Tooling ExtensionsPeter Muessig
The UI5 tooling is the development and build tooling of UI5. It is built in a modular and extensible way so that it can be easily extended by your needs. This session will showcase various tooling extensions which can boost your development experience by far so that you can really work offline, transpile your code in your project to use even newer versions of EcmaScript (than 2022 which is supported right now by the UI5 tooling), consume any npm package of your choice in your project, using different kind of proxies, and even stitching UI5 projects during development together to mimic your target environment.
Measures in SQL (SIGMOD 2024, Santiago, Chile)Julian Hyde
SQL has attained widespread adoption, but Business Intelligence tools still use their own higher level languages based upon a multidimensional paradigm. Composable calculations are what is missing from SQL, and we propose a new kind of column, called a measure, that attaches a calculation to a table. Like regular tables, tables with measures are composable and closed when used in queries.
SQL-with-measures has the power, conciseness and reusability of multidimensional languages but retains SQL semantics. Measure invocations can be expanded in place to simple, clear SQL.
To define the evaluation semantics for measures, we introduce context-sensitive expressions (a way to evaluate multidimensional expressions that is consistent with existing SQL semantics), a concept called evaluation context, and several operations for setting and modifying the evaluation context.
A talk at SIGMOD, June 9–15, 2024, Santiago, Chile
Authors: Julian Hyde (Google) and John Fremlin (Google)
https://doi.org/10.1145/3626246.3653374
Flutter is a popular open source, cross-platform framework developed by Google. In this webinar we'll explore Flutter and its architecture, delve into the Flutter Embedder and Flutter’s Dart language, discover how to leverage Flutter for embedded device development, learn about Automotive Grade Linux (AGL) and its consortium and understand the rationale behind AGL's choice of Flutter for next-gen IVI systems. Don’t miss this opportunity to discover whether Flutter is right for your project.
E-commerce Development Services- Hornet DynamicsHornet Dynamics
For any business hoping to succeed in the digital age, having a strong online presence is crucial. We offer Ecommerce Development Services that are customized according to your business requirements and client preferences, enabling you to create a dynamic, safe, and user-friendly online store.
Most important New features of Oracle 23c for DBAs and Developers. You can get more idea from my youtube channel video from https://youtu.be/XvL5WtaC20A
Using Query Store in Azure PostgreSQL to Understand Query PerformanceGrant Fritchey
Microsoft has added an excellent new extension in PostgreSQL on their Azure Platform. This session, presented at Posette 2024, covers what Query Store is and the types of information you can get out of it.
Hand Rolled Applicative User ValidationCode KataPhilip Schwarz
Could you use a simple piece of Scala validation code (granted, a very simplistic one too!) that you can rewrite, now and again, to refresh your basic understanding of Applicative operators <*>, <*, *>?
The goal is not to write perfect code showcasing validation, but rather, to provide a small, rough-and ready exercise to reinforce your muscle-memory.
Despite its grandiose-sounding title, this deck consists of just three slides showing the Scala 3 code to be rewritten whenever the details of the operators begin to fade away.
The code is my rough and ready translation of a Haskell user-validation program found in a book called Finding Success (and Failure) in Haskell - Fall in love with applicative functors.
UI5con 2024 - Bring Your Own Design SystemPeter Muessig
How do you combine the OpenUI5/SAPUI5 programming model with a design system that makes its controls available as Web Components? Since OpenUI5/SAPUI5 1.120, the framework supports the integration of any Web Components. This makes it possible, for example, to natively embed own Web Components of your design system which are created with Stencil. The integration embeds the Web Components in a way that they can be used naturally in XMLViews, like with standard UI5 controls, and can be bound with data binding. Learn how you can also make use of the Web Components base class in OpenUI5/SAPUI5 to also integrate your Web Components and get inspired by the solution to generate a custom UI5 library providing the Web Components control wrappers for the native ones.
8 Best Automated Android App Testing Tool and Framework in 2024.pdfkalichargn70th171
Regarding mobile operating systems, two major players dominate our thoughts: Android and iPhone. With Android leading the market, software development companies are focused on delivering apps compatible with this OS. Ensuring an app's functionality across various Android devices, OS versions, and hardware specifications is critical, making Android app testing essential.
E-Invoicing Implementation: A Step-by-Step Guide for Saudi Arabian CompaniesQuickdice ERP
Explore the seamless transition to e-invoicing with this comprehensive guide tailored for Saudi Arabian businesses. Navigate the process effortlessly with step-by-step instructions designed to streamline implementation and enhance efficiency.
Top Benefits of Using Salesforce Healthcare CRM for Patient Management.pdfVALiNTRY360
Salesforce Healthcare CRM, implemented by VALiNTRY360, revolutionizes patient management by enhancing patient engagement, streamlining administrative processes, and improving care coordination. Its advanced analytics, robust security, and seamless integration with telehealth services ensure that healthcare providers can deliver personalized, efficient, and secure patient care. By automating routine tasks and providing actionable insights, Salesforce Healthcare CRM enables healthcare providers to focus on delivering high-quality care, leading to better patient outcomes and higher satisfaction. VALiNTRY360's expertise ensures a tailored solution that meets the unique needs of any healthcare practice, from small clinics to large hospital systems.
For more info visit us https://valintry360.com/solutions/health-life-sciences
Need for Speed: Removing speed bumps from your Symfony projects ⚡️Łukasz Chruściel
No one wants their application to drag like a car stuck in the slow lane! Yet it’s all too common to encounter bumpy, pothole-filled solutions that slow the speed of any application. Symfony apps are not an exception.
In this talk, I will take you for a spin around the performance racetrack. We’ll explore common pitfalls - those hidden potholes on your application that can cause unexpected slowdowns. Learn how to spot these performance bumps early, and more importantly, how to navigate around them to keep your application running at top speed.
We will focus in particular on tuning your engine at the application level, making the right adjustments to ensure that your system responds like a well-oiled, high-performance race car.