Simple and Effective Enterprise Architecture with Tools you Already OwnChandra Knabel
Presented at SAP's ASUG user conference in May 2013
This presentation reviews how our organization setup an Enterprise Architecture practice with a matrixed team and Sharepoint as our architecture repository - using the TOGAF architecture framework.
There are many companies and professionals that seem to make Enterprise Architecture some sort unnecessarily complicated black art, but in reality it's actually quite simple at its core. Here's a methodology I developed that approaches EA with a simpler approach.
Digital strategy is a statement about the organisation’s digital positioning, competitors and customer and collaborator needs and behaviour to achieve a direction for innovation, communication, transaction and promotion.
This describes facets of exploring the options for digital to ensure that the resulting strategy is realistic, achievable and will deliver a return.
Enterprise Architecture needs to be involved in the development of digital architecture. Digital architecture needs to be at the core of the organisation’s wider Enterprise Architecture.
Technology generally accelerates existing business momentum rather than being the originator of momentum. Digital is not a panacea. Digital interactions with third parties gives rise to expectations
Digital will make weaknesses in business processes and underlying technology very evident very quickly. Iterate through digital initiatives, starting small and focussed, learning from experience.
Five Cool Use Cases for the Spring Component in Oracle SOA SuiteGuido Schmutz
Both Oracle SOA Suite and Oracle Unified Business Process Management Suite make it possible to embed Java code as a Service Component Architecture (SCA) first-class citizen through the Spring component implementation type. Thereby the coarse-grained components of Oracle SOA Suite are extended by the much-finer-grained Spring beans wrapped inside the Spring component. This session presents five cool use cases for the Spring component. It shows how and why you would want to use the Spring component and will hopefully inspire attendees to use it for their own projects.
VR Bukit Puteri is a project that focus in education. Virtual Reality Bukit Puteri can be used by student and community to provide a walking tour experience around Bukit Puteri. This application also developed to foster the spirit of love for historical heritage and also for learning history.
Simple and Effective Enterprise Architecture with Tools you Already OwnChandra Knabel
Presented at SAP's ASUG user conference in May 2013
This presentation reviews how our organization setup an Enterprise Architecture practice with a matrixed team and Sharepoint as our architecture repository - using the TOGAF architecture framework.
There are many companies and professionals that seem to make Enterprise Architecture some sort unnecessarily complicated black art, but in reality it's actually quite simple at its core. Here's a methodology I developed that approaches EA with a simpler approach.
Digital strategy is a statement about the organisation’s digital positioning, competitors and customer and collaborator needs and behaviour to achieve a direction for innovation, communication, transaction and promotion.
This describes facets of exploring the options for digital to ensure that the resulting strategy is realistic, achievable and will deliver a return.
Enterprise Architecture needs to be involved in the development of digital architecture. Digital architecture needs to be at the core of the organisation’s wider Enterprise Architecture.
Technology generally accelerates existing business momentum rather than being the originator of momentum. Digital is not a panacea. Digital interactions with third parties gives rise to expectations
Digital will make weaknesses in business processes and underlying technology very evident very quickly. Iterate through digital initiatives, starting small and focussed, learning from experience.
Five Cool Use Cases for the Spring Component in Oracle SOA SuiteGuido Schmutz
Both Oracle SOA Suite and Oracle Unified Business Process Management Suite make it possible to embed Java code as a Service Component Architecture (SCA) first-class citizen through the Spring component implementation type. Thereby the coarse-grained components of Oracle SOA Suite are extended by the much-finer-grained Spring beans wrapped inside the Spring component. This session presents five cool use cases for the Spring component. It shows how and why you would want to use the Spring component and will hopefully inspire attendees to use it for their own projects.
VR Bukit Puteri is a project that focus in education. Virtual Reality Bukit Puteri can be used by student and community to provide a walking tour experience around Bukit Puteri. This application also developed to foster the spirit of love for historical heritage and also for learning history.
Tulevaisuuden koulutus on jo täällä! Siitä osoituksena Sitran Uusi koulutus -aiheinen ideakuulutus keräsi vuoden alussa toinen toistaan parempia ideoita yhteensä yli 130 kappaletta. Nyt haluamme tarjota sinulle tilaisuuden päästä luotsaamaan osaa ideoista eteenpäin joko kasvokkain tai verkon välityksellä.
Ideapajassa kuullaan uusista koulutusinnovaatioista, sparrataan niitä yhdessä eteenpäin ja otetaan seuraavat askeleet kohti toteutusta. Ideasparrauksen ja verkostoitumisen lisäksi työpajassa tarjoutuu mahdollisuus kuulla mielenkiintoisia puhujia.
Sitran Uusi koulutus -foorumin ohessa toteutettiin kevään 2015 aikana kokeiluja ympäri Suomen. Yksi kokeiluista oli Oulun Ritaharjun yläkoulussa järjestetty ilmiöpohjaisen oppimisen viikko, jonka opit ja oivallukset on kerätty ohessa olevaan raporttiin.
Strategiakirja 20 työkalua, slideshare, tero vuorinenTalentum Pro
Strategisesta johtamisesta on kirjoitettu satoja kirjoja. Tästä huolimatta (tai ehkä juuri siksi) strategisen johtamisen käytännön tekeminen ei ole lainkaan selvää useimmille yritysjohtajille.
Tämä kirja esittelee strategisen johtamisen keskeiset työkalut tiiviisti ja selkeästi. Kyseessä on helppotajuinen käsikirja, johon on kätevää palata myös myöhemmin. Työkalut on ryhmitelty käyttötarkoituksen mukaan ja esitelty taustoineen, sovelluskohteineen ja sovellustapoineen. Lisäksi annetaan runsaasti käytännön esimerkkejä.
Planning Expansion and Adding Scope to your Current Shared Services OperationScottMadden, Inc.
Successful scope expansion for an existing shared services operation requires careful planning. Scope expansion can take a number of forms such as new services, new customer groups, and new geographies. “Shared Service Expansion” is the fourth session of a HR Shared Services learning series that ScottMadden is presenting along with Shared Services & Outsourcing Network (SSON). In this session, we cover an approach for planning expansion and keys to adding scope while balancing the demands of your current shared services operation.
Tulevaisuuden koulutus on jo täällä! Siitä osoituksena Sitran Uusi koulutus -aiheinen ideakuulutus keräsi vuoden alussa toinen toistaan parempia ideoita yhteensä yli 130 kappaletta. Nyt haluamme tarjota sinulle tilaisuuden päästä luotsaamaan osaa ideoista eteenpäin joko kasvokkain tai verkon välityksellä.
Ideapajassa kuullaan uusista koulutusinnovaatioista, sparrataan niitä yhdessä eteenpäin ja otetaan seuraavat askeleet kohti toteutusta. Ideasparrauksen ja verkostoitumisen lisäksi työpajassa tarjoutuu mahdollisuus kuulla mielenkiintoisia puhujia.
Sitran Uusi koulutus -foorumin ohessa toteutettiin kevään 2015 aikana kokeiluja ympäri Suomen. Yksi kokeiluista oli Oulun Ritaharjun yläkoulussa järjestetty ilmiöpohjaisen oppimisen viikko, jonka opit ja oivallukset on kerätty ohessa olevaan raporttiin.
Strategiakirja 20 työkalua, slideshare, tero vuorinenTalentum Pro
Strategisesta johtamisesta on kirjoitettu satoja kirjoja. Tästä huolimatta (tai ehkä juuri siksi) strategisen johtamisen käytännön tekeminen ei ole lainkaan selvää useimmille yritysjohtajille.
Tämä kirja esittelee strategisen johtamisen keskeiset työkalut tiiviisti ja selkeästi. Kyseessä on helppotajuinen käsikirja, johon on kätevää palata myös myöhemmin. Työkalut on ryhmitelty käyttötarkoituksen mukaan ja esitelty taustoineen, sovelluskohteineen ja sovellustapoineen. Lisäksi annetaan runsaasti käytännön esimerkkejä.
Planning Expansion and Adding Scope to your Current Shared Services OperationScottMadden, Inc.
Successful scope expansion for an existing shared services operation requires careful planning. Scope expansion can take a number of forms such as new services, new customer groups, and new geographies. “Shared Service Expansion” is the fourth session of a HR Shared Services learning series that ScottMadden is presenting along with Shared Services & Outsourcing Network (SSON). In this session, we cover an approach for planning expansion and keys to adding scope while balancing the demands of your current shared services operation.
Gathering And Documenting Your Bi Business RequirementsWynyard Group
Business requirements are critical to any project. Recent studies show that 70% of organisations fail to gather business requirements well. What is worse is that poor requirements can lead a project to over spend its original budget by 95%.
Business Intelligence and Performance Management projects are no different. This session will provide a series of tips, techniques and ideas on how you can discover, analyse, understand and document your business requirements for your BI and PM projects. This session will also touch on specific issues, hurdles and obstacle that occur for a typical BI or PM project
• The importance of business requirements and a well defined business requirements process
• Understanding the difference between a “wish-list” or vision and business requirements
• The need and benefits of having a business traceability matrix
Start your BI projects on the right foot – understand your requirements
ECATA - Sourcing Strategies of IT ServicesPatrick Nolot
The 11th International Aerospace Seminar organized by the ECATA Alumni (European Consortium for Advanced Training in Aerospace, www.ecata.org) took place in Munich, Germany, and hosted industry leaders who made presentations on the conference's theme "Balancing Core Competences and Out-Sourcing".
Patrick Nolot, VP Technology Strategy & Architecture, BNP Paribas Personal Finance, together with Björn Schichler, Senior Manager, LogicaCMG Management Consulting and Michel Cadars, LogicaCMG Global Account Director EADS, made a presentation on "Sourcing Strategies of IT Services".
Presentation abstract:
• Main evolutions of the IT sourcing services market, from off shoring of IT programming skills to Business Process Outsourcing (BPO)
• What IT outsourcing (ITO) is and is not? (scope)
• Why deciding for “optimal IT sourcing” initiatives? (business objectives)
• Where to source IT services? (location analysis)
• How to source IT services? (sourcing models)
• Best practices and return on experience from LogicaCMG, one of the leading 10 players in the Western European IT and BPO services market
• Emerging trends in the IT sourcing services market
Prosessin kypsyystason mittaaminen pikatyökalulla. Prosessin kypsyysmittaus voi "oikeaoppisesti" tehtynä olla kallista ja pitkäkestoista. Tieturin pikatyökalulla saa kypsyysarvion 12 minuutissa. .
Esitys pidetty 8.10.2009 itSMF:n syysseminaarissa Dipolissa.
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
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/
Accelerate your Kubernetes clusters with Varnish CachingThijs Feryn
A presentation about the usage and availability of Varnish on Kubernetes. This talk explores the capabilities of Varnish caching and shows how to use the Varnish Helm chart to deploy it to Kubernetes.
This presentation was delivered at K8SUG Singapore. See https://feryn.eu/presentations/accelerate-your-kubernetes-clusters-with-varnish-caching-k8sug-singapore-28-2024 for more details.
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.
Key Trends Shaping the Future of Infrastructure.pdfCheryl Hung
Keynote at DIGIT West Expo, Glasgow on 29 May 2024.
Cheryl Hung, ochery.com
Sr Director, Infrastructure Ecosystem, Arm.
The key trends across hardware, cloud and open-source; exploring how these areas are likely to mature and develop over the short and long-term, and then considering how organisations can position themselves to adapt and thrive.
Transcript: Selling digital books in 2024: Insights from industry leaders - T...BookNet Canada
The publishing industry has been selling digital audiobooks and ebooks for over a decade and has found its groove. What’s changed? What has stayed the same? Where do we go from here? Join a group of leading sales peers from across the industry for a conversation about the lessons learned since the popularization of digital books, best practices, digital book supply chain management, and more.
Link to video recording: https://bnctechforum.ca/sessions/selling-digital-books-in-2024-insights-from-industry-leaders/
Presented by BookNet Canada on May 28, 2024, with support from the Department of Canadian Heritage.
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
Essentials of Automations: Optimizing FME Workflows with ParametersSafe Software
Are you looking to streamline your workflows and boost your projects’ efficiency? Do you find yourself searching for ways to add flexibility and control over your FME workflows? If so, you’re in the right place.
Join us for an insightful dive into the world of FME parameters, a critical element in optimizing workflow efficiency. This webinar marks the beginning of our three-part “Essentials of Automation” series. This first webinar is designed to equip you with the knowledge and skills to utilize parameters effectively: enhancing the flexibility, maintainability, and user control of your FME projects.
Here’s what you’ll gain:
- Essentials of FME Parameters: Understand the pivotal role of parameters, including Reader/Writer, Transformer, User, and FME Flow categories. Discover how they are the key to unlocking automation and optimization within your workflows.
- Practical Applications in FME Form: Delve into key user parameter types including choice, connections, and file URLs. Allow users to control how a workflow runs, making your workflows more reusable. Learn to import values and deliver the best user experience for your workflows while enhancing accuracy.
- Optimization Strategies in FME Flow: Explore the creation and strategic deployment of parameters in FME Flow, including the use of deployment and geometry parameters, to maximize workflow efficiency.
- Pro Tips for Success: Gain insights on parameterizing connections and leveraging new features like Conditional Visibility for clarity and simplicity.
We’ll wrap up with a glimpse into future webinars, followed by a Q&A session to address your specific questions surrounding this topic.
Don’t miss this opportunity to elevate your FME expertise and drive your projects to new heights of efficiency.
Slack (or Teams) Automation for Bonterra Impact Management (fka Social Soluti...Jeffrey Haguewood
Sidekick Solutions uses Bonterra Impact Management (fka Social Solutions Apricot) and automation solutions to integrate data for business workflows.
We believe integration and automation are essential to user experience and the promise of efficient work through technology. Automation is the critical ingredient to realizing that full vision. We develop integration products and services for Bonterra Case Management software to support the deployment of automations for a variety of use cases.
This video focuses on the notifications, alerts, and approval requests using Slack for Bonterra Impact Management. The solutions covered in this webinar can also be deployed for Microsoft Teams.
Interested in deploying notification automations for Bonterra Impact Management? Contact us at sales@sidekicksolutionsllc.com to discuss next steps.
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024Albert Hoitingh
In this session I delve into the encryption technology used in Microsoft 365 and Microsoft Purview. Including the concepts of Customer Key and Double Key Encryption.
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
JMeter webinar - integration with InfluxDB and GrafanaRTTS
Watch this recorded webinar about real-time monitoring of application performance. See how to integrate Apache JMeter, the open-source leader in performance testing, with InfluxDB, the open-source time-series database, and Grafana, the open-source analytics and visualization application.
In this webinar, we will review the benefits of leveraging InfluxDB and Grafana when executing load tests and demonstrate how these tools are used to visualize performance metrics.
Length: 30 minutes
Session Overview
-------------------------------------------
During this webinar, we will cover the following topics while demonstrating the integrations of JMeter, InfluxDB and Grafana:
- What out-of-the-box solutions are available for real-time monitoring JMeter tests?
- What are the benefits of integrating InfluxDB and Grafana into the load testing stack?
- Which features are provided by Grafana?
- Demonstration of InfluxDB and Grafana using a practice web application
To view the webinar recording, go to:
https://www.rttsweb.com/jmeter-integration-webinar
Software Delivery At the Speed of AI: Inflectra Invests In AI-Powered QualityInflectra
In this insightful webinar, Inflectra explores how artificial intelligence (AI) is transforming software development and testing. Discover how AI-powered tools are revolutionizing every stage of the software development lifecycle (SDLC), from design and prototyping to testing, deployment, and monitoring.
Learn about:
• The Future of Testing: How AI is shifting testing towards verification, analysis, and higher-level skills, while reducing repetitive tasks.
• Test Automation: How AI-powered test case generation, optimization, and self-healing tests are making testing more efficient and effective.
• Visual Testing: Explore the emerging capabilities of AI in visual testing and how it's set to revolutionize UI verification.
• Inflectra's AI Solutions: See demonstrations of Inflectra's cutting-edge AI tools like the ChatGPT plugin and Azure Open AI platform, designed to streamline your testing process.
Whether you're a developer, tester, or QA professional, this webinar will give you valuable insights into how AI is shaping the future of software delivery.
Elevating Tactical DDD Patterns Through Object CalisthenicsDorra BARTAGUIZ
After immersing yourself in the blue book and its red counterpart, attending DDD-focused conferences, and applying tactical patterns, you're left with a crucial question: How do I ensure my design is effective? Tactical patterns within Domain-Driven Design (DDD) serve as guiding principles for creating clear and manageable domain models. However, achieving success with these patterns requires additional guidance. Interestingly, we've observed that a set of constraints initially designed for training purposes remarkably aligns with effective pattern implementation, offering a more ‘mechanical’ approach. Let's explore together how Object Calisthenics can elevate the design of your tactical DDD patterns, offering concrete help for those venturing into DDD for the first time!
1. Business is evolving, you should too.
ITIL – mitä se on
Ben Kalland Tieturi
Helsinki, Tampere, Turku, Tukholma, Göteborg | www.tieturi.fi
2. Mitä ITIL on?
• Standardi?
• Viitekehys?
• Teoreettinen prosessimalli?
• Palveluhallinnan raamattu?
• Konsulttien keksimä rahastuskone?
• Brittien oma keksintö – not invented here?
2
3. ITIL on
• IT Infrastructure Library
• Dokumentoitua maalaisjärkeä
• Näin muut tekevät – käytännön neuvoja
• 5 kirjaa, joissa palvelunhallinnan parhaita käytäntöjä
3
4. ITIL:n sisältö
• Prosessikuvauksia Standards Employees
Industry practices Customers
• Toimintokuvauksia Sources Enablers
Academic research Suppliers
(Generate) (Aggregate)
• Roolikuvauksia Training & education Advisors
Internal experience Technologies
• Asiakirjamalleja
• Tarkastuslistoja Substitutes Competition
• Esimerkkejä Drivers Scenarios
Regulators Compliance
(Filter) (Filter)
• Anekdootteja Customers Commitments
Knowledge fit for business
objectives, context and purpose
= parhaat käytännöt
4
5. ITIL:n rakenne: elinkaari, prosessit ja muut
ydin
Muita parhaita
käytätöjä
ISO 20000
CMMI®
TOGAF™
kouluttajat
Etom®
konsultit
Six Sigma®
PMBOK®
Sertifiointi-
PRINCE2™
laitokset
SOA
COBIT®
M_o_R®
5
6. Elinkaaren vaiheet Service Lifecycle
The business/customers
Requirements
Service
Objectives from
Strategy Resource & Requirements
constraints
Policies
Strategies
Service
SDPs
Design
Standards
Solution Architectures
Designs
Service Catalogue
Service Portfolio
Service
Transition
SKMS
Tested
Transition solutions
Plans
Service Operational
Operation services
Continual
Service
Improvement
Improvement
actions & plans
6
7. Service Operation
Service Operation
Tar
vits
en
Event
Un vär
ohd ika Automaattiset
set
in s Management
in
ala herätteet
san
ani
Incident
Minun pitäisi
Management
saada
käyttöoikeus
CRM-
järjestelmään Request
Fulfilment
i toimi
lmä e Problem
-järjeste Service Desk
CRM
Management
mä
stel mi
rje Access
i ITIL - 4 toimintoa
M-jä aan to
R
C sk Management
- Service Desk
i taa
e - Technical Mgmt
- Application Mgmt
ITIL - 26 prosessia
- IT Operations Mgmt
- viisi Service Operation:ssa
7
8. Palvelun elinkaari ja prosessit
Service Service Service Service Cont. Service
Strategy Design Transition Operation Improvement
Strategy Service Level Transition planning and Event
Generation Management support Management Service measurement
Demand Catalogue Incident
Management Management Change Management Management Service reporting
Service Portfolio Availability Asset and Configuration Request 7 step improvement
Management Management Management Fulfilment process
IT Financial Security Release and Deployment Problem
Management Management Management Management
Supplier Service Validation and Access
Management Testing Management
Capacity
Management Evaluation
Service Continuity
Management Knowledge Management
8
9. Palvelu ja palvelunhallinta
Mitä on palvelu?
Palvelu on sitä, että tehdään asiakkaan puolesta jotain, mitä asiakas
ei osaa tai halua tehdä itse. Otamme asiakkan puolesta riskit,
hankimme osaamisen ja tuotamme asiakkaalle arvoa.
Mitä on palvelunhallinta, Service Management?
Miten organisoidumme tuotettavan palvelun ympärille; miten
johdamme, mittaamme ja parannamme palvelua
9
10. Prosessi – toiminto - rooli
Mikä on prosessi?
Prosessi on sarja aktiviteettejä tai tapahtumia, jotka liittyvät samaan
asiaan, ja joilla on mitattavissa oleva lopputulos.
ITIL kuvaa 26 palvelunhallinnan prosessia.
Mikä on toiminto?
Toiminto on organisaation osa, jolla on määrätty tehtävä.
ITIL kuvaa neljä toimintoa.
Mikä on rooli?
Rooli on joukko henkilölle tai ryhmälle annettuja vastuita.
Yhdellä henkilöllä tai ryhmällä voi olla useita rooleja.
Yksi rooli voi olla vastuutettu myös usealle henkilölle.
10
11. Prosessi
Prosessin
tarvitsemaa Prosessi
tietoa
Muut prosessit Aktiviteetti 1
Lopputulos
Aktiviteetti 2
Asiakas
Aktiviteetti 3
Prosessin mittaaminen
Liipaisu
11
13. Create
RFC
Change
proposal
(optional) Record the
Prosessi- RFC
esimerkki: requested
Initiator
Review
Update change and configuration information in CMS
Also filtering!
RFC
Change
ITIL Change Management ready for evaluation
Assess and
Management evaluate change
ready for
Work orders
decision
Authorize Authorize
Change proposal Change
Change
authorized
Authority
Plan updates
Change
Work orders
Management scheduled
Coordinate change
implementation*
Change
Management implemented
Review and close
Evaluation report
change record
closed
* includes build and test the change
13
14. ITIL - toiminnot
Service Operations
IT Operations
Service Desk
Management
Technical Application
Management Management
Operations Control
Facilities Management
14
15. Rooliesimerkki - Service Manager
Key skills and competencies
• Previous product/market management experience
• Advanced degree or equivalent experience
• Working knowledge of the domestic and international marketplace
including industry applications, outsourcing
• Product knowledge includes complex engineering,
telecommunications and data protocols
• Demonstrated sustained performance in previous assignments
• Sound business judgment
• Negotiating skills
• Human resource management skills
• Excellent communication skills
• Manage risk effectively and innovatively
15
16. Rooliesimerkki - Service Manager
Key responsibilities:
• Provide leadership on the development of the Business
Case and product line strategy and architecture, new
service deployment and lifecycle management schedules
• Perform cost management activities in close partnership
with other organizations such as operations and finance
• Manage various and sometimes conflicting objectives in
order to achieve the organization’s goals
• Instill a market focus
• Create an organization which encourages high
performance and innovative contributions
16
17. Mittarit – sitä saa mitä mittaa
Customer Business Innovative Financial
perspective perspective perspective perspective Business
objectives &
metrics
Customer Business Innovative Financial IT objectives &
perspective perspective perspective perspective metrics
(Customer (Process (Response & (Financial
satisfaction) performance) innovation) satisfaction)
Overall service & Individual
customer metrics Process metrics
Service Customer Customer Service Process 3
quality feedback complaints functionality
Process 2
Process 1
progress compliance effectiveness efficiency
Service D
Service Customer Customer Service
Service C
Service Customer Customer Service
Service B
Service Customer Customer Service
Service A Service Customer Customer Service
Individual components metrics
quality feedback complaints functionality
Individual service & Component 3
customer metrics Component 2
Component 1
Availability Performance Capacity Failures Changes
17
18. SLA – palvelutasosopimus
Asiakasorganisaato A Asiakasorganisaatio B Asiakasorganisaatio C
Liiketoiminta
3 6 9
2 5 8
Liiketoiminta- Liiketoiminta- Liiketoiminta-
1 4 7
prosessi prosessi prosessi
IT palvelu
C
B
Palvelu A SLAt
IT
Infrastruktuuri
System System
DBMS Networks Data
Environment Applications
H/W S/W
Tukipalvelut
OLAt
ryhmät Tukipalvelut
UCt
(iii)
(ii) toimittajat
Support
(i)
team
(iii)
(ii)
Supplier (i)
18
19. Palvelukatalogi - palvelukuvaus
Business
Business Business
Process 3
Process 1 Process 2
Business Service Catalogue
Service A Service B Service C Service D Service E
Technical Service Catalogue
Support Hardware Software Applications Data
Services
19
20. Tietojärjestelmät palvelunhallinan tukena
Service Knowledge Management System
Presentation Layer
Knowledge Processing Layer
Information
Service Knowledge base
Integration
Layer
CMIS KEDB Integrated CMDB
AMIS
Data and DML1
CMDB1
Information
DML2
CMDB2
20
21. Prosessien kehittäminen ITIL-mallin mukaan
Business vision,
mission, goals and
What is the vision?
objectives
Baseline
Where are we now?
assessments
How do we keep Where do we want Measurable
the momentum going? to be? targets
Service & process
How do we get there?
improvement
Measurements &
Did we get there? metrics
21
22. Prosessien kehittäminen ja ITIL
• ITIL käytännössä: Dokumentointi, uudelleenorganisointi,
mittaaminen ja laadun parantaminen
22
24. ITIL:n hyödyt - mitattuja tuloksia:
itSMF survey - 70% achieving
“tangible & measurable” benefits
Meta - 85% resolution at FPOC
- cost per call down 30%
- 50% reduction in new product cycle
IDC - 79% reduction in downtime
- total savings per user c $800 p.a.
Barclays - Downtime reduced from 60 to 15 mins
Proctor & Gamble - $100 million p.a. savings!
HDI - > 50% measured improved customer satisfaction
- 84% would recommend
- 20% saw business competitive advantage
24
26. ITIL-osaaminen
• Organisaatio tai tuote ei voi
saada “ITIL-leimaa”
• Organisaatio voi hankkia
ISO/IEC 20 000 -sertifikaatin
• Henkilö voi sertifioida ITIL -
osaamisensa
• ITIL Foundation–sertifikaatti
• ITIL Intermediate–kurssit
• ITIL Expert–sertifikaatti
26
27. Lisätietoja:
Ben Kalland
Akkreditoitu ITIL kouluttaja, konsultti
ben.kalland@tieturi.fi
Tieturi Oy, HTC Santa Maria
Tammasaarenkatu 5
00180 HELSINKI
www.tieturi.fi/itil