This document provides an overview of knowledge management best practices using the Knowledge-Centered Support (KCS) methodology. It discusses how KCS has evolved from traditional knowledge engineering approaches to become integrated into the problem-solving workflow. Key aspects of KCS include capturing knowledge as a byproduct of solving problems, evolving knowledge based on demand, and developing a collaborative knowledge base. The document outlines the KCS framework and processes and how they align with and enhance the ITIL framework for service management.
Knowledge-Centered Support at Atlassian - Neil KenagyAtlassian
In this session, we will provide insights to knowledge-centered support (KCS) practices, based on Atlassian’s customer support operations. We'll cover the elements of both the solve and the evolve loops in a high-touch, open-communication, rapidly growing support center. We'll also discuss key motivations and measures needed to ensure a balance between responsiveness and online capability.
Becoming Agile: Agile Transitions in Practice - Rashina Hoda - AgileNZ 2017AgileNZ Conference
Agile adoption has been typically understood as a one-off organisational process involving a staged selection of Agile development practices. This does not account for the differences in the pace and effectiveness of individual teams transitioning to Agile development.
About Rashina Hoda:
Dr Rashina Hoda is an internationally renowned researcher and senior lecturer at the University of Auckland. She has 10+ years' experience studying Agile teams and is the author of 60+ publications on Agile self-organisation, project management, knowledge management, reflective practice, task allocation and more.
Rashina served as the Research Chair of the Agile India 2012 conference and recently received a Distinguished Paper Award at the flagship international conference on software engineering (ICSE2017) for her ‘grounded theory of becoming Agile’ that explains the multiple dimensions of Agile transitions in practice.
She created and teaches the Agile course at UoA in close collaboration with industry and loves to present the 'voice of Agile research' to industry and academia alike.
Knowledge-Centered Support at Atlassian - Neil KenagyAtlassian
In this session, we will provide insights to knowledge-centered support (KCS) practices, based on Atlassian’s customer support operations. We'll cover the elements of both the solve and the evolve loops in a high-touch, open-communication, rapidly growing support center. We'll also discuss key motivations and measures needed to ensure a balance between responsiveness and online capability.
Becoming Agile: Agile Transitions in Practice - Rashina Hoda - AgileNZ 2017AgileNZ Conference
Agile adoption has been typically understood as a one-off organisational process involving a staged selection of Agile development practices. This does not account for the differences in the pace and effectiveness of individual teams transitioning to Agile development.
About Rashina Hoda:
Dr Rashina Hoda is an internationally renowned researcher and senior lecturer at the University of Auckland. She has 10+ years' experience studying Agile teams and is the author of 60+ publications on Agile self-organisation, project management, knowledge management, reflective practice, task allocation and more.
Rashina served as the Research Chair of the Agile India 2012 conference and recently received a Distinguished Paper Award at the flagship international conference on software engineering (ICSE2017) for her ‘grounded theory of becoming Agile’ that explains the multiple dimensions of Agile transitions in practice.
She created and teaches the Agile course at UoA in close collaboration with industry and loves to present the 'voice of Agile research' to industry and academia alike.
The Power of Alignment and Intrinsic Motivation in Continuous ImprovementKaiNexus
A webinar presented by Mark Graban, hosted by KaiNexus.
In this webinar, you will learn:
- The real meaning of "the carrot and the stick
- The difference between motivating people and not demotivating them
- The role of "recognition and rewards" in continuous improvement
- The leadership behaviors that drive participation and alignment related to improvement
Hannah price - Shift left with best practice knowledge managementTOPdesk
With any best practice or methodology, you must focus on the people, the process and the tool behind it. This best practice session focused on the people and the process behind Knowledge Management. Central to this understanding is the idea that a knowledge base is a process, not a product. When information and knowledge is treated this way, you can ensure the knowledge base continually updates itself. It allows knowledge to grow organically; you don’t have to do a massive project in the first place to gather the knowledge – it’s created from the first time you follow this process, however full or empty your knowledge base when you begin.
Territory Beyond Agile – Optimised Business Outcomes - Paul Eames - AgileNZ 2017AgileNZ Conference
Especially relevant if your Agile implementation seems to have plateaued. Like gym members, there comes a time when you hit a plateau and, no matter how much exercise or you do in your current regime, you can't seem to break through to the next level unless you change focus and try a different approach.
About Paul Eames:
Paul is currently a Senior Principal Transformation Consultant with CA, working with enterprises in adapting their scaled Agile approach to the necessary behavioural and thinking changes for delivering on optimised business outcomes.
He has 32+ years' experience in software/IT business with 16+ years with lean agility. He has extensive experience in applying thought leadership around adaptive learning, leadership and change in creating high-performance, outcomes-based cultures within various telecommunications, financial and service organisations in ANZ.
Paul has a real passion for innovation, continuous improvement and the behavioural/thinking paradigms for enterprise agility underpinned by Adaptive Lean Change, Adaptive Portfolio and Program Management and has collaborated with business executives to establish visions and roadmaps necessary for adaptive change initiatives and enterprise / business agility.
He is a certified SAFe Program Consultant (SPC4), certified SAFe Release Train Engineer (RTE4), Agile Certified Practitioner (ACP) and Project Management Professional (PMP), in addition to holding various other lean and Agile certifications.
What got you here as a leader is not going to get you to the next level. Faster rate of disruption and a new workforce dynamic are demanding leaders to work differently.
In this presentatation at Agile Leadership Fest, David Hawks walked through key mindset shifts leaders need to make to thrive in this new world.
This day is all about the “Agile Mindset”, but what about the “Kanban Mindset?” What’s the same and what is different? Kanban is certainly consistent with the “Agile Mindset,” but also brings in concepts from Lean and other management approaches.
Join Todd as he shares how the Kanban Method focuses on the following areas in order to drive continuous improvement:
Understand the system
Manage the flow of value
Balance Demand and Capacity
Limit WIP to improve predictability
Find and address bottlenecks
Make Policies Explicit
Incremental improvement through experiment and measurement
Double loop learning (process improvement & product improvement)
Scale through the enterprise
More details:
https://confengine.com/agile-india-2019/proposal/8214/the-kanban-mindset
Conference link: https://2019.agileindia.org
Why Agile Transformations Get Stuck - David Hawks, DFW Scrum February 2019Agile Velocity
In this world of exponentially increasing market disruption, it is more imperative than ever for organizations to not only achieve operational agility (efficiency, speed, etc.), but also organizational agility (speed to respond to market change).
Traditional Leadership Paradigms, Org. Structures, and Culture all get in the way, as too many companies focus on team level change and framework implementation (Scrum and SAFe). In this session, we explore how leaders can guide their organizations past these barriers and accelerate the momentum towards true organizational agility.
Overcome Transformation Impediments with Outcome-Driven Agility - David Hawks...Agile Velocity
Over 50% of all Agile transformations fail. In this workshop, attendees learned common impediments to agility and how implementing Agile develops new capabilities across the organization.
Overcome Transformation Impediments with Outcome-Driven Agility - David Hawks...Agile Velocity
In this workshop at Southern Fried Agile, David Hawks helped attendees learn common impediments to agility and how implementing Agile develops new capabilities across the organization.
Our annual series of Charity Seminars held across the region will this year focus on the various elements involved in building a sustainable charity.
The seminar programme will cover:
• Creating a vision: How to build a resilient organisation and resilient teams
• Turning a vision into a plan: What does a good plan look like and how do you obtain funding?
• Keeping the plan on track: This session will focus on key aspects of financial reporting including the different information requirements of management and trustees
• Effective trustee boards as part of building a sustainable charity
• Real relationships that provide sustainable income
• Why are you here? Achieving impact from your fundraising messages
Next Level Agile - David Hawks - Dallas Agile Leadership Network February 2019Agile Velocity
Today, most Agile leaders are trying to achieve predictable, fast delivery. While that’s good, it’s no longer good enough—not if we want to keep up in this highly competitive, rapidly changing world. Next Level Agility is about the ability of an entire organization to quickly adapt to market
changes.
In this session at Dallas Agile Leadership Network, David Hawks shared principles and practices that are the future of Agile organizations.
LEARNING OBJECTIVES
- Learn 3 key reasons for creating the urgency to improve
- Understand the mindset that is holding us back
- Discover 5 practices for evolving Agile to the next level
Believe in Better - Redefining Leadership Tools and Techniques for 2014Sensible Marketing
Winning leaders grasp the power of these tools to improve their business, their employees' performance and their customers' satisfaction. Learn from two proven leaders how to make these tools work to increase your organization's effectiveness and ROI.
The People Model and Cloud Transformation | AWS Public Sector Summit 2016Amazon Web Services
A successful cloud transformation journey incorporates the three pillars of transformation: people, process, and technology. While leveraging the technology, the people component drives transformations. But far too often, cloud transformation efforts concentrate on the process improvement strategies and technology implementation, while essentially ignoring the human aspect of the change initiative and the opportunity to develop a more agile, DevOps culture. Many leaders who look back on previous change initiatives reflect that process and technology were simple to change compared to the people part of the organization. A central perspective within the AWS Cloud Adoption Framework, the "people perspective," guides organizations about aspects that affect people to reduce the risk and accelerate the value realization from cloud adoption. This session covers best-practice methods that enable customers to address challenges in setting up the right organizational structure to manage cloud operations, roles and job responsibilities during transition and post-cloud adoption, assessing gaps in skills and competencies required, building effective training models, and shaping a DevOps culture.
The People Model & Cloud Transformation - Transformation Day Public Sector Lo...Amazon Web Services
The People Model & Cloud Transformation
A successful cloud-transformation journey incorporates three pillars: people, process, and technology. Far too often, organizations focus on process improvements and technology implementation, but ignore the human aspect. Many leaders acknowledge that the first two are easy to modify, while influencing culture is more difficult. This session covers best-practice methods meant to empower customers to address this challenge. Learn about roles and responsibilities germane to the transition and post-cloud adoption phase. Assess your organization’s gaps among the requisite skills and competencies. Build effective training models. And shape an effective DevOps culture.
Speaker:
Thomas Blood, Enterprise Evangelist, Amazon Web Services.
The Power of Alignment and Intrinsic Motivation in Continuous ImprovementKaiNexus
A webinar presented by Mark Graban, hosted by KaiNexus.
In this webinar, you will learn:
- The real meaning of "the carrot and the stick
- The difference between motivating people and not demotivating them
- The role of "recognition and rewards" in continuous improvement
- The leadership behaviors that drive participation and alignment related to improvement
Hannah price - Shift left with best practice knowledge managementTOPdesk
With any best practice or methodology, you must focus on the people, the process and the tool behind it. This best practice session focused on the people and the process behind Knowledge Management. Central to this understanding is the idea that a knowledge base is a process, not a product. When information and knowledge is treated this way, you can ensure the knowledge base continually updates itself. It allows knowledge to grow organically; you don’t have to do a massive project in the first place to gather the knowledge – it’s created from the first time you follow this process, however full or empty your knowledge base when you begin.
Territory Beyond Agile – Optimised Business Outcomes - Paul Eames - AgileNZ 2017AgileNZ Conference
Especially relevant if your Agile implementation seems to have plateaued. Like gym members, there comes a time when you hit a plateau and, no matter how much exercise or you do in your current regime, you can't seem to break through to the next level unless you change focus and try a different approach.
About Paul Eames:
Paul is currently a Senior Principal Transformation Consultant with CA, working with enterprises in adapting their scaled Agile approach to the necessary behavioural and thinking changes for delivering on optimised business outcomes.
He has 32+ years' experience in software/IT business with 16+ years with lean agility. He has extensive experience in applying thought leadership around adaptive learning, leadership and change in creating high-performance, outcomes-based cultures within various telecommunications, financial and service organisations in ANZ.
Paul has a real passion for innovation, continuous improvement and the behavioural/thinking paradigms for enterprise agility underpinned by Adaptive Lean Change, Adaptive Portfolio and Program Management and has collaborated with business executives to establish visions and roadmaps necessary for adaptive change initiatives and enterprise / business agility.
He is a certified SAFe Program Consultant (SPC4), certified SAFe Release Train Engineer (RTE4), Agile Certified Practitioner (ACP) and Project Management Professional (PMP), in addition to holding various other lean and Agile certifications.
What got you here as a leader is not going to get you to the next level. Faster rate of disruption and a new workforce dynamic are demanding leaders to work differently.
In this presentatation at Agile Leadership Fest, David Hawks walked through key mindset shifts leaders need to make to thrive in this new world.
This day is all about the “Agile Mindset”, but what about the “Kanban Mindset?” What’s the same and what is different? Kanban is certainly consistent with the “Agile Mindset,” but also brings in concepts from Lean and other management approaches.
Join Todd as he shares how the Kanban Method focuses on the following areas in order to drive continuous improvement:
Understand the system
Manage the flow of value
Balance Demand and Capacity
Limit WIP to improve predictability
Find and address bottlenecks
Make Policies Explicit
Incremental improvement through experiment and measurement
Double loop learning (process improvement & product improvement)
Scale through the enterprise
More details:
https://confengine.com/agile-india-2019/proposal/8214/the-kanban-mindset
Conference link: https://2019.agileindia.org
Why Agile Transformations Get Stuck - David Hawks, DFW Scrum February 2019Agile Velocity
In this world of exponentially increasing market disruption, it is more imperative than ever for organizations to not only achieve operational agility (efficiency, speed, etc.), but also organizational agility (speed to respond to market change).
Traditional Leadership Paradigms, Org. Structures, and Culture all get in the way, as too many companies focus on team level change and framework implementation (Scrum and SAFe). In this session, we explore how leaders can guide their organizations past these barriers and accelerate the momentum towards true organizational agility.
Overcome Transformation Impediments with Outcome-Driven Agility - David Hawks...Agile Velocity
Over 50% of all Agile transformations fail. In this workshop, attendees learned common impediments to agility and how implementing Agile develops new capabilities across the organization.
Overcome Transformation Impediments with Outcome-Driven Agility - David Hawks...Agile Velocity
In this workshop at Southern Fried Agile, David Hawks helped attendees learn common impediments to agility and how implementing Agile develops new capabilities across the organization.
Our annual series of Charity Seminars held across the region will this year focus on the various elements involved in building a sustainable charity.
The seminar programme will cover:
• Creating a vision: How to build a resilient organisation and resilient teams
• Turning a vision into a plan: What does a good plan look like and how do you obtain funding?
• Keeping the plan on track: This session will focus on key aspects of financial reporting including the different information requirements of management and trustees
• Effective trustee boards as part of building a sustainable charity
• Real relationships that provide sustainable income
• Why are you here? Achieving impact from your fundraising messages
Next Level Agile - David Hawks - Dallas Agile Leadership Network February 2019Agile Velocity
Today, most Agile leaders are trying to achieve predictable, fast delivery. While that’s good, it’s no longer good enough—not if we want to keep up in this highly competitive, rapidly changing world. Next Level Agility is about the ability of an entire organization to quickly adapt to market
changes.
In this session at Dallas Agile Leadership Network, David Hawks shared principles and practices that are the future of Agile organizations.
LEARNING OBJECTIVES
- Learn 3 key reasons for creating the urgency to improve
- Understand the mindset that is holding us back
- Discover 5 practices for evolving Agile to the next level
Believe in Better - Redefining Leadership Tools and Techniques for 2014Sensible Marketing
Winning leaders grasp the power of these tools to improve their business, their employees' performance and their customers' satisfaction. Learn from two proven leaders how to make these tools work to increase your organization's effectiveness and ROI.
The People Model and Cloud Transformation | AWS Public Sector Summit 2016Amazon Web Services
A successful cloud transformation journey incorporates the three pillars of transformation: people, process, and technology. While leveraging the technology, the people component drives transformations. But far too often, cloud transformation efforts concentrate on the process improvement strategies and technology implementation, while essentially ignoring the human aspect of the change initiative and the opportunity to develop a more agile, DevOps culture. Many leaders who look back on previous change initiatives reflect that process and technology were simple to change compared to the people part of the organization. A central perspective within the AWS Cloud Adoption Framework, the "people perspective," guides organizations about aspects that affect people to reduce the risk and accelerate the value realization from cloud adoption. This session covers best-practice methods that enable customers to address challenges in setting up the right organizational structure to manage cloud operations, roles and job responsibilities during transition and post-cloud adoption, assessing gaps in skills and competencies required, building effective training models, and shaping a DevOps culture.
The People Model & Cloud Transformation - Transformation Day Public Sector Lo...Amazon Web Services
The People Model & Cloud Transformation
A successful cloud-transformation journey incorporates three pillars: people, process, and technology. Far too often, organizations focus on process improvements and technology implementation, but ignore the human aspect. Many leaders acknowledge that the first two are easy to modify, while influencing culture is more difficult. This session covers best-practice methods meant to empower customers to address this challenge. Learn about roles and responsibilities germane to the transition and post-cloud adoption phase. Assess your organization’s gaps among the requisite skills and competencies. Build effective training models. And shape an effective DevOps culture.
Speaker:
Thomas Blood, Enterprise Evangelist, Amazon Web Services.
Information Mapping - Solutions For the Financial Services IndustryChris MacMillan
The presentation explains how the finacial service industry benefits from clear communication through the use of the Information Mapping method. It contains case studies and testimonials.
Scott Youngbloom - Guide to CCMS Implementation SuccessLavaConConference
In this session attendees will learn:
How to avoid common pitfalls of CMS projects?
Why just selecting the right CMS isn’t enough?
Key work streams and skill sets needed to succeed?
What a Project Managers say is critical to every implementation plan?
Building an Adoption Plan: Turning it on(Part 2 of 2)Cisco Canada
Now that you understand what's included in your License agreement, it's time to get your employees excited to turn on the features and start reaping the benefits of your investment. The session will continue our discussion around adoption planning with best practices for employee training & engagement of your collaboration investment. This is a great opportunity to tap into your employees' creativity and empowering them to build new functionalities and applications leveraging devices they already are comfortable with. We will also review how to track utilization and consumption rates so you can reconcile your investment against the productivity gains you will see.
KEYNOTE TALK
What does it take to innovate quickly? I’ll address how blockers to innovation – including culture, skills, antiquated processes, and board level concerns – can stand in the way of business agility. We’ll map out a pathway to digital transformation including new metrics for success, integrating real-world best practices from enterprises, and the most effective organizational patterns, as we integrate the business with development and operations.
KCS in the real world. You are already using your knowledge—why not capture and reuse it while you work? Knowledge Centered Support (KCS) is gathering momentum, but it is evident that many people are still unsure of its concepts and are also a little skeptical of the benefits of knowledge management in the arena of service management. If you are willing to shift the focus of your support organization from “Call Centric” to ”Knowledge Centric,” then you will reap the benefits that have been realized by many support organizations that have implemented KCS. Paul Jay has been implementing KCS in many large organizations since 2005 and will share many tips and traps that come with rolling out integrated knowledge management solutions leveraging the KCS (Framework).
Bob Sochacki, ANX eBusiness and VP of Programs with HDIMotown discussion about Customer Satisfaction and it's importance to your Service Desk and to IT overall.
Connector Corner: Automate dynamic content and events by pushing a buttonDianaGray10
Here is something new! In our next Connector Corner webinar, we will demonstrate how you can use a single workflow to:
Create a campaign using Mailchimp with merge tags/fields
Send an interactive Slack channel message (using buttons)
Have the message received by managers and peers along with a test email for review
But there’s more:
In a second workflow supporting the same use case, you’ll see:
Your campaign sent to target colleagues for approval
If the “Approve” button is clicked, a Jira/Zendesk ticket is created for the marketing design team
But—if the “Reject” button is pushed, colleagues will be alerted via Slack message
Join us to learn more about this new, human-in-the-loop capability, brought to you by Integration Service connectors.
And...
Speakers:
Akshay Agnihotri, Product Manager
Charlie Greenberg, Host
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.
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.
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
Builder.ai Founder Sachin Dev Duggal's Strategic Approach to Create an Innova...Ramesh Iyer
In today's fast-changing business world, Companies that adapt and embrace new ideas often need help to keep up with the competition. However, fostering a culture of innovation takes much work. It takes vision, leadership and willingness to take risks in the right proportion. Sachin Dev Duggal, co-founder of Builder.ai, has perfected the art of this balance, creating a company culture where creativity and growth are nurtured at each stage.
LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...DanBrown980551
Do you want to learn how to model and simulate an electrical network from scratch in under an hour?
Then welcome to this PowSyBl workshop, hosted by Rte, the French Transmission System Operator (TSO)!
During the webinar, you will discover the PowSyBl ecosystem as well as handle and study an electrical network through an interactive Python notebook.
PowSyBl is an open source project hosted by LF Energy, which offers a comprehensive set of features for electrical grid modelling and simulation. Among other advanced features, PowSyBl provides:
- A fully editable and extendable library for grid component modelling;
- Visualization tools to display your network;
- Grid simulation tools, such as power flows, security analyses (with or without remedial actions) and sensitivity analyses;
The framework is mostly written in Java, with a Python binding so that Python developers can access PowSyBl functionalities as well.
What you will learn during the webinar:
- For beginners: discover PowSyBl's functionalities through a quick general presentation and the notebook, without needing any expert coding skills;
- For advanced developers: master the skills to efficiently apply PowSyBl functionalities to your real-world scenarios.
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.
UiPath Test Automation using UiPath Test Suite series, part 4DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap.
The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies.
Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques
What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
Topics covered:
Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024Tobias Schneck
As AI technology is pushing into IT I was wondering myself, as an “infrastructure container kubernetes guy”, how get this fancy AI technology get managed from an infrastructure operational view? Is it possible to apply our lovely cloud native principals as well? What benefit’s both technologies could bring to each other?
Let me take this questions and provide you a short journey through existing deployment models and use cases for AI software. On practical examples, we discuss what cloud/on-premise strategy we may need for applying it to our own infrastructure to get it to work from an enterprise perspective. I want to give an overview about infrastructure requirements and technologies, what could be beneficial or limiting your AI use cases in an enterprise environment. An interactive Demo will give you some insides, what approaches I got already working for real.
Neuro-symbolic is not enough, we need neuro-*semantic*Frank van Harmelen
Neuro-symbolic (NeSy) AI is on the rise. However, simply machine learning on just any symbolic structure is not sufficient to really harvest the gains of NeSy. These will only be gained when the symbolic structures have an actual semantics. I give an operational definition of semantics as “predictable inference”.
All of this illustrated with link prediction over knowledge graphs, but the argument is general.
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.
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.
Software Delivery At the Speed of AI: Inflectra Invests In AI-Powered Quality
Kcs overview for detroit 2010
1. Knowledge Management in Service Management:A KCSSM Overview KCS is a service mark of the Consortium for Service Innovation
2. Do you successfully leverage knowledge? Share the following information: What percentage of incidents reported are actually logged in your service management system? What percentage of incidents engaged a knowledge base? What is the percentage of success when searching knowledge?
8. Knowledge Engineering Demand Knowledge is Published Redundancy X –Incident Z $ Rework X –Incident Y $ Return Time X – First Incident Knowledge Engineering Queue $ Investment
9. Dynamic Knowledge Management Demand Knowledge is Trusted 1. Knowledge immediately available for reuse. $ Return Rework and redundancy eliminated 3 2 1 – First Incident 2. Validation based on demand Time 3. Compliance review based on demand $ Investment
16. Compliments and enhances ITILSimple premise: To capture, structure, and re-use support knowledge KCS is a service mark of the Consortium for Service Innovation
17. The Concepts of KCS KCS is a methodology and a set of practices and processes that focuses on knowledge as a key asset of the support organization. KCS is not something we do in addition to solving problems… KCS becomes the way we solve problems
18. Top Ten Reasons you Need KCS 10. Need to respond and resolve problems faster 9. Problems becoming more complex 8. Giving different answers to the same question 7. Support analysts suffering from burnout 6. Little time for training 5. Answering the same questions over and over 4. Opportunity to learn from customers’ experience 3. Need to improve first contact resolution 2. Enable web based self-help 1. You must lower your support costs!
64. Compaq PresarioResolution: 1. Download latest driver for Network Card 300X from 3Com www.3com.com/drvrs/NIC 2. Follow the installation instruction on the 3Com site.
65. Problem Question Error Message Symptoms Keywords Environment Application Hardware Cause Resolution Resolution Detail Links to Related Info ID Number Title Abstract / Summary Meta Data Audience Categorization Create Date/Time Modified Date/Time Author / Modified By Source History Information Structured Knowledge
97. KCS and ITIL KCS ITIL Developed by the Consortium for Service Innovation, a non-profit member based organization in the United States in 1992 Designed to improve support operations of member companies Contributed to by senior support practitioners from global corporations Developed by the United Kingdom’s Office of Government Commerce (OCG) in the 1980’s Intended to improve management of IT services in the UK Central Government Contributed to by expert IT practitioners around the world 1-23
98. KCS and ITIL Similarities KCS and ITIL are similar in that both: Were developed to improve service management effectiveness and efficiencies Are based on process and not technology Claim that knowledge management is a required process within service management Continue to evolve and mature Are acknowledged as best practices 1-23
100. ITIL Service Knowledge Management System Presentation Layer Knowledge Processing Layer Service Knowledge Management Base Information Integration Layer Data and Information Sources and Tools Source: Service Transition, Pg. 151
101.
102. Created an all encompassing Service Knowledge Management System
112. Forget the business goals and only focus on KM Too many states in the workflow Converting legacy data Selecting versus inviting Focusing on laggards Communications plan is too short Pilot team not broad enough Setting goals on activities Over engineering Recognize the Ditches Expanding to fast Content standard too complex Random scoring too rigid Picking the wrong coach Lack of coaching support Inconsistent coaching practices Lack of reports Not adjusting Performance Assessment Managers telling instead of motivating
113. DISCUSSION We don’t have a KM system, how can you get started now? We have a KM system, what should we do now?
114. Where to learn more… HDI’s Knowledge Management Foundations: KCS Principles workshop HDI’s Knowledge-Centered Support Fundamentals HDI Webinar Archives HDI Focus Book: Knowledge Management Maturity Model www.serviceinnovations.org
115. Knowledge Management in IT Service Management:A KCSSM OverviewRick JoslinExecutive Director, Certification & Trainingrjoslin@thinkhdi.com KCS is a service mark of the Consortium for Service Innovation
Editor's Notes
There are two categories of incidents that occur in support environments. The first are those that occur once or periodically, which we will call “infrequent”. The second are those that we call “repeatable” or “frequent”. In most support environments there is a general rule of thumb that 80% of all incidents are generated by 20% of all problems. It is these 80% where knowledge management can have a big impact.When a new change is implemented into the environment, such as a product release, we can predict that the support center will see an increase in incidents for a period of time. This is generally 30 to 60 days. The Support Demand Curve has two axis: demand – the number of incidents received in a given period of time, and time. When the support center receives a repeatable incident for the first time, we start the curve. We then begin to see this incident more frequently for a number of days and then the frequency or demand will begin to reduce. Ultimately if the problem is not removed from the environment, we will continue to see it reported to the support center but on a less frequent period of time. If we map the demand for support for this problem over time we end up with a curve that looks like the bell curve.
Let’s look at the impact knowledge management has as incidents are reported to the support center. The When the first incident is reported it is an unknown problem. The analyst must do work to solve the problem. They are then expected to capture the knowledge and report it to the Knowledge Engineering team. The new knowledge is submitted to the knowledge engineering queue. The Knowledge Engineers have the responsibility to validate and verify that the problem has been properly documented and the resolution is correct. Once they have completed their task, they publish the knowledge to the knowledge base for reuse.In most environments the time it takes for new knowledge to be processed and then published is measured in days or even weeks. By the time the knowledge is published, the demand curve will have been missed. Consider this from business view point. The knowledge engineering process is an investment that the company is making. The return is then collected through the reuse of that knowledge after it is published. So what is happening while the knowledge is in the queue? When the next incident is reported to the support center, an analyst will search the knowledge base and not find it because it has not been published yet. While this is a now a known problem to the organization, the analyst assumes that it is an unknown problem and must do work to solve the problem. This is actually rework which as a cost to the organization. Once the analyst solves the problem, he or she submits the knowledge to the knowledge engineering queue. Unknowing to the analyst, this problem was already submitted and they just submitted a redundant solution. This process continues until the knowledge engineers publish the known problem in the knowledge base. During this time, the knowledge queue is getting longer with work that the knowledge engineers should not be doing, only adding to the delay in publishing new knowledge.Because this model has the delay in publishing new knowledge, the organization is working inefficiently and the return on investment for knowledge is low.
Now let’s look at the same scenario following the Knowledge-Centered Support methodology.After the first incident is reported the analyst contributes the new knowledge directly to the knowledge base for reuse by other analysts. This makes the known problem visible so that other analysts do not do rework. However, this knowledge has not been validated or verified. So the trust level is low. We will mark this knowledge as “Draft”As additional analysts interact with the Draft knowledge, they are responsible for ensuring that the resolution is correct before providing it to the customer. If they identify any errors or omissions in the knowledge, they are responsible to correct it before giving it to the customer and for correcting it in the knowledge base. In this methodology, we are letting the customer demand drive the need to review the knowledge just-in-time instead of the just-in-case model of knowledge engineering. And most importantly, we have eliminated the rework for resolving the same problem.Once we have evidence of demand, such as 3 or 4 reuses of the same knowledge, we can then elect to submit the knowledge to a compliance process for review. Since we are allowing demand to drive the items that are sent to the compliance process, only those problems that are repeatable are receiving the additional investment. This means that 80% of the problems are not being reviewed because the demand is not there and therefore the return will not be there as well. We have just reduced the workload in the compliance process by 80%. In addition, we have also removed the redundancy from this workload for an additional savings. Furthermore, the validation of the resolution will have already been completed by the 3 or 4 analysts that reused the solution before it was sent to the compliance process. Once the solution or knowledge goes through thru the compliance process, the knowledge will be marked as either Approved or Published. Both imply that the company trusts the knowledge to be correct. The knowledge would be marked Approved if it is for internal use. This lets the analyst know that the customer cannot see the knowledge via a self-service portal and that they can trust it. The knowledge would be marked “Published” if the knowledge is now available for customer self-service as well as analyst use.