IT Service Management Concepts for Project Managers

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Compares the project management lifecycle with the IT service management lifecycle and the interactions between the two Identifies considerations for project managers to successfully lead IT development or infrastructure projects

Technology

IT Service Management Concepts
for Project Managers

Carolyn M. Hennings
PMP®, IT Service Manager

2

Basic knowledge of IT service management
concepts

Identify and plan for deliverables

Assure successful hand-off

© 2012 Carolyn M. Hennings

3

What is ITIL®?

Considerations during Project Planning

Considerations during Execution and Control

© 2012 Carolyn M. Hennings

4

Core Concepts

Guidance

What’s in it for me?

© 2012 Carolyn M. Hennings

5

Core Concepts
• IT Service

• Meeting customer requirements

• Efficiency and Effectiveness

© 2012 Carolyn M. Hennings

6

Guidance
• Managing day-to-day operations

• Identifying and resolving problems

• Implementing changes

• Ensuring availability

© 2012 Carolyn M. Hennings

7

What’s in it
for me?

© 2012 Carolyn M. Hennings

8

Two Points of View
IT Project Manager IT Service Manager

• Project • Service
• Temporary • Value to customers
• Beginning and End • Facilitating results
• Unique product • Reduced cost
• Reduced risk

• Parameters • Parameters
• Time • Customer Satisfaction
• Scope • Efficiency
• Cost • Meeting service levels
• Quality
© 2012 Carolyn M. Hennings

9

IT Project Manager

Initiation

Planning

Execution and Control

Closure
© 2012 Carolyn M. Hennings

10

IT Service Manager
Service Strategy
• Decide what services are needed

Service Design
• Develop the services

Service Transition
• Put the service into place

Service Operations
• Manage and monitor delivery of the service

Continuous Service Improvement
• Make service delivery better
© 2012 Carolyn M. Hennings

11

Comparing the Two Lifecycles
Service Strategy
Initiation
• Decide what services are needed
Planning
Service Design
• Develop the services
Execution
Service Transition and
• Put the service into place
Control

Service Operations Closure
• Manage and monitor delivery of the service

Continuous Service Improvement
• Make service delivery better
© 2012 Carolyn M. Hennings

12

Who?

How?

What?

© 2012 Carolyn M. Hennings

13

Who is going to manage it?
Purchaser of
Off-the-
Internal Custom
Shelf, Commo
Operations System
dity System
Development

© 2012 Carolyn M. Hennings

14

How is it going to be managed?
Purchaser of Off-the-
Internal
Custom System Shelf, Commodit
Operations
Development y System

How will
questions be
handled?

Where to go to
resolve
problems?

© 2012 Carolyn M. Hennings

15

What do they need?
Purchaser of Off-the-
Internal
Custom System Shelf, Commodit
Operations
Development y System

What
procedures are
needed?

What ongoing
maintenance will
be required?

© 2012 Carolyn M. Hennings

16

Schedule Control

Project Change Control

Communication

© 2012 Carolyn M. Hennings

17

Schedule
Control

© 2012 Carolyn M. Hennings

18

Project Change Control
Mainframe Server Farm

© 2012 Carolyn M. Hennings

19

Communication

© 2012 Carolyn M. Hennings

20

Framework for IT operations

Deliverables for ongoing management

Running the project

© 2012 Carolyn M. Hennings

IT Service Management Concepts
for Project Managers

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Apps Break Data

Ivo Velitchkov

How information systems are built or acquired puts information, which is what they should be about, in a secondary place. Our language adapted accordingly, and we no longer talk about information systems but applications. Applications evolved in a way to break data into diverse fragments, tightly coupled with applications and expensive to integrate. The result is technical debt, which is re-paid by taking even bigger "loans", resulting in an ever-increasing technical debt. Software engineering and procurement practices work in sync with market forces to maintain this trend. This talk demonstrates how natural this situation is. The question is: can something be done to reverse the trend?

Taking AI to the Next Level in Manufacturing.pdf

ssuserfac0301

Read Taking AI to the Next Level in Manufacturing to gain insights on AI adoption in the manufacturing industry, such as: 1. How quickly AI is being implemented in manufacturing. 2. Which barriers stand in the way of AI adoption. 3. How data quality and governance form the backbone of AI. 4. Organizational processes and structures that may inhibit effective AI adoption. 6. Ideas and approaches to help build your organization's AI strategy.

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Mutation Testing for Task-Oriented Chatbots

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Conversational agents, or chatbots, are increasingly used to access all sorts of services using natural language. While open-domain chatbots - like ChatGPT - can converse on any topic, task-oriented chatbots - the focus of this paper - are designed for specific tasks, like booking a flight, obtaining customer support, or setting an appointment. Like any other software, task-oriented chatbots need to be properly tested, usually by defining and executing test scenarios (i.e., sequences of user-chatbot interactions). However, there is currently a lack of methods to quantify the completeness and strength of such test scenarios, which can lead to low-quality tests, and hence to buggy chatbots. To fill this gap, we propose adapting mutation testing (MuT) for task-oriented chatbots. To this end, we introduce a set of mutation operators that emulate faults in chatbot designs, an architecture that enables MuT on chatbots built using heterogeneous technologies, and a practical realisation as an Eclipse plugin. Moreover, we evaluate the applicability, effectiveness and efficiency of our approach on open-source chatbots, with promising results.

GNSS spoofing via SDR (Criptored Talks 2024)

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In the realm of cybersecurity, offensive security practices act as a critical shield. By simulating real-world attacks in a controlled environment, these techniques expose vulnerabilities before malicious actors can exploit them. This proactive approach allows manufacturers to identify and fix weaknesses, significantly enhancing system security. This presentation delves into the development of a system designed to mimic Galileo's Open Service signal using software-defined radio (SDR) technology. We'll begin with a foundational overview of both Global Navigation Satellite Systems (GNSS) and the intricacies of digital signal processing. The presentation culminates in a live demonstration. We'll showcase the manipulation of Galileo's Open Service pilot signal, simulating an attack on various software and hardware systems. This practical demonstration serves to highlight the potential consequences of unaddressed vulnerabilities, emphasizing the importance of offensive security practices in safeguarding critical infrastructure.

Demystifying Knowledge Management through Storytelling

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The Department of Veteran Affairs (VA) invited Taylor Paschal, Knowledge & Information Management Consultant at Enterprise Knowledge, to speak at a Knowledge Management Lunch and Learn hosted on June 12, 2024. All Office of Administration staff were invited to attend and received professional development credit for participating in the voluntary event. The objectives of the Lunch and Learn presentation were to: - Review what KM ‘is’ and ‘isn’t’ - Understand the value of KM and the benefits of engaging - Define and reflect on your “what’s in it for me?” - Share actionable ways you can participate in Knowledge - - Capture & Transfer

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inQuba Webinar Mastering Customer Journey Management with Dr Graham Hill

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HERE IS YOUR WEBINAR CONTENT! 'Mastering Customer Journey Management with Dr. Graham Hill'. We hope you find the webinar recording both insightful and enjoyable. In this webinar, we explored essential aspects of Customer Journey Management and personalization. Here’s a summary of the key insights and topics discussed: Key Takeaways: Understanding the Customer Journey: Dr. Hill emphasized the importance of mapping and understanding the complete customer journey to identify touchpoints and opportunities for improvement. Personalization Strategies: We discussed how to leverage data and insights to create personalized experiences that resonate with customers. Technology Integration: Insights were shared on how inQuba’s advanced technology can streamline customer interactions and drive operational efficiency.

GraphRAG for LifeSciences Hands-On with the Clinical Knowledge Graph

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LF Energy Webinar: Carbon Data Specifications: Mechanisms to Improve Data Acc...

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This LF Energy webinar took place June 20, 2024. It featured: -Alex Thornton, LF Energy -Hallie Cramer, Google -Daniel Roesler, UtilityAPI -Henry Richardson, WattTime In response to the urgency and scale required to effectively address climate change, open source solutions offer significant potential for driving innovation and progress. Currently, there is a growing demand for standardization and interoperability in energy data and modeling. Open source standards and specifications within the energy sector can also alleviate challenges associated with data fragmentation, transparency, and accessibility. At the same time, it is crucial to consider privacy and security concerns throughout the development of open source platforms. This webinar will delve into the motivations behind establishing LF Energy’s Carbon Data Specification Consortium. It will provide an overview of the draft specifications and the ongoing progress made by the respective working groups. Three primary specifications will be discussed: -Discovery and client registration, emphasizing transparent processes and secure and private access -Customer data, centering around customer tariffs, bills, energy usage, and full consumption disclosure -Power systems data, focusing on grid data, inclusive of transmission and distribution networks, generation, intergrid power flows, and market settlement data

"$10 thousand per minute of downtime: architecture, queues, streaming and fin...

Fwdays

Direct losses from downtime in 1 minute = $5-$10 thousand dollars. Reputation is priceless. As part of the talk, we will consider the architectural strategies necessary for the development of highly loaded fintech solutions. We will focus on using queues and streaming to efficiently work and manage large amounts of data in real-time and to minimize latency. We will focus special attention on the architectural patterns used in the design of the fintech system, microservices and event-driven architecture, which ensure scalability, fault tolerance, and consistency of the entire system.

High performance Serverless Java on AWS- GoTo Amsterdam 2024

Vadym Kazulkin

Java is for many years one of the most popular programming languages, but it used to have hard times in the Serverless community. Java is known for its high cold start times and high memory footprint, comparing to other programming languages like Node.js and Python. In this talk I'll look at the general best practices and techniques we can use to decrease memory consumption, cold start times for Java Serverless development on AWS including GraalVM (Native Image) and AWS own offering SnapStart based on Firecracker microVM snapshot and restore and CRaC (Coordinated Restore at Checkpoint) runtime hooks. I'll also provide a lot of benchmarking on Lambda functions trying out various deployment package sizes, Lambda memory settings, Java compilation options and HTTP (a)synchronous clients and measure their impact on cold and warm start times.

5th LF Energy Power Grid Model Meet-up Slides

DanBrown980551

5th Power Grid Model Meet-up It is with great pleasure that we extend to you an invitation to the 5th Power Grid Model Meet-up, scheduled for 6th June 2024. This event will adopt a hybrid format, allowing participants to join us either through an online Mircosoft Teams session or in person at TU/e located at Den Dolech 2, Eindhoven, Netherlands. The meet-up will be hosted by Eindhoven University of Technology (TU/e), a research university specializing in engineering science & technology. Power Grid Model The global energy transition is placing new and unprecedented demands on Distribution System Operators (DSOs). Alongside upgrades to grid capacity, processes such as digitization, capacity optimization, and congestion management are becoming vital for delivering reliable services. Power Grid Model is an open source project from Linux Foundation Energy and provides a calculation engine that is increasingly essential for DSOs. It offers a standards-based foundation enabling real-time power systems analysis, simulations of electrical power grids, and sophisticated what-if analysis. In addition, it enables in-depth studies and analysis of the electrical power grid’s behavior and performance. This comprehensive model incorporates essential factors such as power generation capacity, electrical losses, voltage levels, power flows, and system stability. Power Grid Model is currently being applied in a wide variety of use cases, including grid planning, expansion, reliability, and congestion studies. It can also help in analyzing the impact of renewable energy integration, assessing the effects of disturbances or faults, and developing strategies for grid control and optimization. What to expect For the upcoming meetup we are organizing, we have an exciting lineup of activities planned: -Insightful presentations covering two practical applications of the Power Grid Model. -An update on the latest advancements in Power Grid -Model technology during the first and second quarters of 2024. -An interactive brainstorming session to discuss and propose new feature requests. -An opportunity to connect with fellow Power Grid Model enthusiasts and users.

Biomedical Knowledge Graphs for Data Scientists and Bioinformaticians

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“Temporal Event Neural Networks: A More Efficient Alternative to the Transfor...

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For the full video of this presentation, please visit: https://www.edge-ai-vision.com/2024/06/temporal-event-neural-networks-a-more-efficient-alternative-to-the-transformer-a-presentation-from-brainchip/ Chris Jones, Director of Product Management at BrainChip , presents the “Temporal Event Neural Networks: A More Efficient Alternative to the Transformer” tutorial at the May 2024 Embedded Vision Summit. The expansion of AI services necessitates enhanced computational capabilities on edge devices. Temporal Event Neural Networks (TENNs), developed by BrainChip, represent a novel and highly efficient state-space network. TENNs demonstrate exceptional proficiency in handling multi-dimensional streaming data, facilitating advancements in object detection, action recognition, speech enhancement and language model/sequence generation. Through the utilization of polynomial-based continuous convolutions, TENNs streamline models, expedite training processes and significantly diminish memory requirements, achieving notable reductions of up to 50x in parameters and 5,000x in energy consumption compared to prevailing methodologies like transformers. Integration with BrainChip’s Akida neuromorphic hardware IP further enhances TENNs’ capabilities, enabling the realization of highly capable, portable and passively cooled edge devices. This presentation delves into the technical innovations underlying TENNs, presents real-world benchmarks, and elucidates how this cutting-edge approach is positioned to revolutionize edge AI across diverse applications.

Skybuffer SAM4U tool for SAP license adoption

Tatiana Kojar

Manage and optimize your license adoption and consumption with SAM4U, an SAP free customer software asset management tool. SAM4U, an SAP complimentary software asset management tool for customers, delivers a detailed and well-structured overview of license inventory and usage with a user-friendly interface. We offer a hosted, cost-effective, and performance-optimized SAM4U setup in the Skybuffer Cloud environment. You retain ownership of the system and data, while we manage the ABAP 7.58 infrastructure, ensuring fixed Total Cost of Ownership (TCO) and exceptional services through the SAP Fiori interface.

Introduction of Cybersecurity with OSS at Code Europe 2024

Hiroshi SHIBATA

I develop the Ruby programming language, RubyGems, and Bundler, which are package managers for Ruby. Today, I will introduce how to enhance the security of your application using open-source software (OSS) examples from Ruby and RubyGems. The first topic is CVE (Common Vulnerabilities and Exposures). I have published CVEs many times. But what exactly is a CVE? I'll provide a basic understanding of CVEs and explain how to detect and handle vulnerabilities in OSS. Next, let's discuss package managers. Package managers play a critical role in the OSS ecosystem. I'll explain how to manage library dependencies in your application. I'll share insights into how the Ruby and RubyGems core team works to keep our ecosystem safe. By the end of this talk, you'll have a better understanding of how to safeguard your code.

Session 1 - Intro to Robotic Process Automation.pdf

UiPathCommunity

👉 Check out our full 'Africa Series - Automation Student Developers (EN)' page to register for the full program: https://bit.ly/Automation_Student_Kickstart In this session, we shall introduce you to the world of automation, the UiPath Platform, and guide you on how to install and setup UiPath Studio on your Windows PC. 📕 Detailed agenda: What is RPA? Benefits of RPA? RPA Applications The UiPath End-to-End Automation Platform UiPath Studio CE Installation and Setup 💻 Extra training through UiPath Academy: Introduction to Automation UiPath Business Automation Platform Explore automation development with UiPath Studio 👉 Register here for our upcoming Session 2 on June 20: Introduction to UiPath Studio Fundamentals: https://community.uipath.com/events/details/uipath-lagos-presents-session-2-introduction-to-uipath-studio-fundamentals/

Must Know Postgres Extension for DBA and Developer during Migration

Mydbops

Mydbops Opensource Database Meetup 16 Topic: Must-Know PostgreSQL Extensions for Developers and DBAs During Migration Speaker: Deepak Mahto, Founder of DataCloudGaze Consulting Date & Time: 8th June | 10 AM - 1 PM IST Venue: Bangalore International Centre, Bangalore Abstract: Discover how PostgreSQL extensions can be your secret weapon! This talk explores how key extensions enhance database capabilities and streamline the migration process for users moving from other relational databases like Oracle. Key Takeaways: * Learn about crucial extensions like oracle_fdw, pgtt, and pg_audit that ease migration complexities. * Gain valuable strategies for implementing these extensions in PostgreSQL to achieve license freedom. * Discover how these key extensions can empower both developers and DBAs during the migration process. * Don't miss this chance to gain practical knowledge from an industry expert and stay updated on the latest open-source database trends. Mydbops Managed Services specializes in taking the pain out of database management while optimizing performance. Since 2015, we have been providing top-notch support and assistance for the top three open-source databases: MySQL, MongoDB, and PostgreSQL. Our team offers a wide range of services, including assistance, support, consulting, 24/7 operations, and expertise in all relevant technologies. We help organizations improve their database's performance, scalability, efficiency, and availability. Contact us: info@mydbops.com Visit: https://www.mydbops.com/ Follow us on LinkedIn: https://in.linkedin.com/company/mydbops For more details and updates, please follow up the below links. Meetup Page : https://www.meetup.com/mydbops-databa... Twitter: https://twitter.com/mydbopsofficial Blogs: https://www.mydbops.com/blog/ Facebook(Meta): https://www.facebook.com/mydbops/

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IT Service Management Concepts for Project Managers

1. IT Service Management Concepts for Project Managers Carolyn M. Hennings PMP®, IT Service Manager

8. 8 Two Points of View IT Project Manager IT Service Manager • Project • Service • Temporary • Value to customers • Beginning and End • Facilitating results • Unique product • Reduced cost • Reduced risk • Parameters • Parameters • Time • Customer Satisfaction • Scope • Efficiency • Cost • Meeting service levels • Quality © 2012 Carolyn M. Hennings

10. 10 IT Service Manager Service Strategy • Decide what services are needed Service Design • Develop the services Service Transition • Put the service into place Service Operations • Manage and monitor delivery of the service Continuous Service Improvement • Make service delivery better © 2012 Carolyn M. Hennings

11. 11 Comparing the Two Lifecycles Service Strategy Initiation • Decide what services are needed Planning Service Design • Develop the services Execution Service Transition and • Put the service into place Control Service Operations Closure • Manage and monitor delivery of the service Continuous Service Improvement • Make service delivery better © 2012 Carolyn M. Hennings

14. 14 How is it going to be managed? Purchaser of Off-the- Internal Custom System Shelf, Commodit Operations Development y System How will questions be handled? Where to go to resolve problems? © 2012 Carolyn M. Hennings

15. 15 What do they need? Purchaser of Off-the- Internal Custom System Shelf, Commodit Operations Development y System What procedures are needed? What ongoing maintenance will be required? © 2012 Carolyn M. Hennings

22. IT Service Management Concepts for Project Managers Thank You

Editor's Notes

AbstractProject managers leading IT projects will benefit from a basic knowledge of IT service management concepts. The IT Infrastructure Library describes best practices for the ongoing operations of IT systems. This presentation Compares the IT service lifecycle with the project lifecycleExamines service management processes associated with the implementation of a new serviceProvides an overview of service management processes used for the ongoing management of the implemented serviceThis information assists the project manager to identify and plan for deliverables needed by the IT operations organization that will be managing the result of the IT project.
Beyond “on time, in scope, within budget,” part of our goal as project managers is to ensure that product or deliverable meets the needs and requirements of the customerWhen working on IT projects, the deliverable is a new or changed system What does that system do?It provides a service that helps an organization achieve its goals
Framework for IT operationsDeliverables for ongoing managementRunning the project
Definition “… “examples
As a project manager, the better you can prepare the operational environment for the technology deliverable, the greater success of the product you created.Relate experience of getting a new system to support to being handed the puzzle ball
Compare and contrastTemporary nature of project vs ongoing nature of a service
At what point are you done with an IT project?Sometime after the launch?
Internal … software/system developed ‘in house’ and internal organization will manage it once development is donePurchaser … you were contracted to design/develop/implement the software/system, it’s up to the org that bought it to figure out how to manage it into the futureOff-the-shelf … support models for commodity systems very different from custom built systems
Procedures level of detail varies
Launch date is set in stoneDelays happen in - software development- QADon’t forget about the operations implementation activities that need to be built into the schedule and managed accordingly.Go back to “When are you done with a project?” “When is IT operations done with a system/service?”
The operational considerations for a system delivered on different platforms are significant. The operations team should be informed of and involved with assessing the impact of such changes.
Communications around a launch may be high priority and highly visible. Work with the Service Desk part of the organization to coordinate and deliver the communications. Ensure that the support organizations are aware of and prepared to support and manage the system before the launch.
What is ITIL®?Considerations during Project PlanningConsiderations during Execution and Control
Why should I as a project manager be aware of IT service management best practes?Basic knowledge of IT service management conceptsIdentify and plan for deliverablesAssure successful hand-off
QuestionsHandout with qualification scheme

IT Service Management Concepts for Project Managers

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Editor's Notes