At the Pink Elephant ITSM Conference for 2014 we locked 8 ITSM "thinkers" in a room for a day to consider a problem: increasing complexity of multi-supplier IT value streams.
We tasked them with coming up with pragmatic actionable advice.
This is the result. Well, this is a summary. Watch out for white papers, discussions, a web presence fro sharing and dialog, and other outcomes from this highly successful one-day session. There may be more.
Effective BRM: How To Build An Effective Bridge Between Business and IT - Sur...Pink Elephant
Effective BRM: How To Build An Effective Bridge Between Business & IT.
One challenge for most of today’s organisations is a lack of understanding and partnering between the business and the internal or external service provider organisation. Business Relationship Management (BRM) is a key process that enhances the relationship between the business and service provider organisation. This session will help you understand the importance of BRM and how to forge a successful partnership between the business and the solution provider. You’ll explore the key roles and responsibilities for both BRM and Service Level Management (SLM), the integration between BRM and SLM, the key BRM process activities, and more.
Service Management (ITSM) & Business Relationship Management (BRM) - Working ...John Kleist III
Peter Lijnse, Managing Partner of Instrumental BRM and BRM Institute Knowledge Management Team member discusses the connections and interfaces between Service Management (ITSM) and Business Relationship Management (BRM) including:
- The role of Service Delivery Management and the role of BRM... How they can work together to deliver and optimize "Business Value" to the organization
- The interaction and relationships between BRM and Service Management
- How to avoid "Value Leakage" in investments in service management
- The relationship between "Continual Service Improvement" (CSI) and "Value Optimization"
Key Topics:
1. The Need for Business – IT Convergence
2. The Importance of Relationship Management
3. BRM Teams vs. ITSM Teams
4. Focus Areas for Each Role
5. The path forward…
6. Sources of Value
7. Value Discovery and Creation
8. Difference between Continual Service Improvement (CSI) and Value Optimization
9. Tips for avoiding value leakage from your investment in ITSM
Excalibur Data Systems is an Instrumental BRM partner in the USA and Canada.
eFolder Partner Chat webinar — Making the Transition from Break-Fix to Manage...eFolder
Bill Blum, President and Owner of Alpine Business Systems, was tired of the inconsistent revenue and lack of client loyalty that characterized his MSP practice. That's why he successfully transitioned Alpine Business Systems to a managed services model.
In this webinar, learn why and how Bill de-emphasized his break-fix practice in order to establish a better footing in the MSP world. Bill and Ted Hulsy, VP of Marketing at eFolder, discuss best practices on making the transition from break-fix to managed services.
Effective BRM: How To Build An Effective Bridge Between Business and IT - Sur...Pink Elephant
Effective BRM: How To Build An Effective Bridge Between Business & IT.
One challenge for most of today’s organisations is a lack of understanding and partnering between the business and the internal or external service provider organisation. Business Relationship Management (BRM) is a key process that enhances the relationship between the business and service provider organisation. This session will help you understand the importance of BRM and how to forge a successful partnership between the business and the solution provider. You’ll explore the key roles and responsibilities for both BRM and Service Level Management (SLM), the integration between BRM and SLM, the key BRM process activities, and more.
Service Management (ITSM) & Business Relationship Management (BRM) - Working ...John Kleist III
Peter Lijnse, Managing Partner of Instrumental BRM and BRM Institute Knowledge Management Team member discusses the connections and interfaces between Service Management (ITSM) and Business Relationship Management (BRM) including:
- The role of Service Delivery Management and the role of BRM... How they can work together to deliver and optimize "Business Value" to the organization
- The interaction and relationships between BRM and Service Management
- How to avoid "Value Leakage" in investments in service management
- The relationship between "Continual Service Improvement" (CSI) and "Value Optimization"
Key Topics:
1. The Need for Business – IT Convergence
2. The Importance of Relationship Management
3. BRM Teams vs. ITSM Teams
4. Focus Areas for Each Role
5. The path forward…
6. Sources of Value
7. Value Discovery and Creation
8. Difference between Continual Service Improvement (CSI) and Value Optimization
9. Tips for avoiding value leakage from your investment in ITSM
Excalibur Data Systems is an Instrumental BRM partner in the USA and Canada.
eFolder Partner Chat webinar — Making the Transition from Break-Fix to Manage...eFolder
Bill Blum, President and Owner of Alpine Business Systems, was tired of the inconsistent revenue and lack of client loyalty that characterized his MSP practice. That's why he successfully transitioned Alpine Business Systems to a managed services model.
In this webinar, learn why and how Bill de-emphasized his break-fix practice in order to establish a better footing in the MSP world. Bill and Ted Hulsy, VP of Marketing at eFolder, discuss best practices on making the transition from break-fix to managed services.
Helping companies drive their business forward. By learning the details of your IT needs and goals, we can construct affordable tech solutions that accelerate and optimize performance, minimize costs, and create real value.
10 Best Practices for Optimizing the Lifetime Value of your ERP InvestmentProformative, Inc.
Leading a successful ERP implementation can be a career defining event for a finance leader. An ERP selection, implementation, or ERP system management gone wrong can negatively impact a company’s financial health in addition to derailing the careers of those who professional brands are tied to an ERP solution investment. The right ERP solution in the hands of the right professionals can fuel company growth and even offer a company competitive advantage. New platforms, including cloud-based technologies, enable companies to leverage the best technologies available—making ERP adoption more streamlined, less risky, and more cost-effective. Attend this webinar to discover 10 key best practices in developing and executing an ERP investment strategy that maximizes the ROI of an ERP solution investment from implementation through optimization.
Matt Kenney, Principal, McGladrey will discuss the key components of successful ERP implementation, and how to optimize the value of an ERP solution through its lifecycle long after the initial implementation. Discover how to build and maintain successful relationships with, among, and between key internal and external stakeholders in an ERP investment to optimize its lifetime value.
Managed IT Services vs. Break-Fix [Infographic]resourceone
This infographic explains the difference between managed IT services and a break-fix model. In fact, businesses that switch from break-fix to managed IT services can save money. Learn more about managed IT services and how it works in this infographic.
Build a business case for a technology msp in 8 steps a tecala presentation...Tecala
Your challenge is to design an IT resource strategy that ensures you leverage strategic partner capabilities, whilst also fostering the appropriate IT skills in-house for your growing business-as-usual and innovation demands. You cannot do everything on your own, nor do you have to. Have you considered partnering with an MSP?
MSPs are a strategic sourcing option, who bring expert skills, transformation, and platforms for innovation. However, many organisations miss out on getting the most out of their MSP investment, as they fail to build the business case for the long-term partnership that is required for this type of strategic engagement.
Whether you are already engaging with an MSP or are looking to deploy the services of an MSP, we have created a slideshare with the 8 steps for building a business case for an MSP to join your IT resourcing mix. Download and view this guide for your next IT strategy exercise.
Why it consulting is the need of the hour?Nicole Payne
Technology and innovation act as a driver for any business success. In such a scenario, having your IT consulting done is the best way to develop your IT road map while identifying critical issues. Click on the link to read more in detail
Defining the Business Relationship Manager Role within IT DepartmentsAnthony Draffin
This presentation outlines the qualities and the characteristics of the role of a "Business Relationship Manager" within IT departments to assist in narrowing the business–IT chasm.
Achieving Business IT Alignment with IT Best PracticesPink Elephant
Achieving Business IT Alignment With IT Best Practices
Experts are now talking about Business and IT Integration or Fusion. Experts are always coming up with trendy new buzzwords and models. It is as if by giving it a new name we can sweep the old one under the carpet and blame our lack of alignment on the old outdated terminology…or framework. Whatever you want to call it, with the increasing demand for IT and the increasing impact and importance of IT for organisations we must bring alignment to a more mature level. Writing this is like living the film "Groundhog Day". Every day you wake up and face the same situation again and again…only with business and IT alignment it seems to be a perennial experience.
The fact that business and IT alignment is STILL an issue implies that existing IT Best Practice frameworks, training and consulting approaches must contribute to achieve the hoped for results… namely alignment. Is it simply an impossible goal? Join Paul Wilkinson in this session as he explains how ITIL, COBIT® and BRM contribute to one common goal: achieving alignment between the world of Business and IT.
In this session, you’ll learn how leading global companies have transformed their contracting delivery models and contract management platforms to drive efficiency, compliance and value creation. You will also learn how these leaders have overcome typical challenges such as process and staffing model disparities, legacy document migration, global security and user adoption, and how you too can become a leader.
Your Challenge:
Implementing a shared services model is a difficult process to undertake, and is comprised of many different components. Becoming a shared services provider is comparable to becoming a vendor and most IT groups don’t have the capabilities to easily make the transition.
Most companies look to achieve cost reductions through offering a shared services model. Adopting a shared services model doesn’t always result in these intended cost reductions. Simply combining the operations of two IT organizations doesn’t necessarily result in economies of scale and cost efficiencies. Before leaping forward with your shared services implementation, determine if the project will deliver value to your organization.
Our Advice - Critical Insight:
Implementing a shared services model needs to be viewed as more than simply extending a current service to other sites. The organization providing services essentially turns into a vendor. As a vendor, think of the IT service you’re offering as the “product.”
Remember that there are people, process, and technology capability pre-requisites to successfully becoming a shared services provider. These capabilities are not typical for the average IT shop, and need to be taken into consideration when you look to transition to a shared services model.
Our Advice - Impact and Result:
Before jumping into the implementation of your shared services project, assess your customer requirements and your current people, process, and technology capabilities to assess whether your organization is ready to implement a shared services model.
Understand the financial implications of moving to a shared services model prior to implementing. Make sure there is a strong case for implementation.
Acquity Group is a business process and technology consulting firm. We are and end to end provider of strategy, process and technology solutions. This deck highlights our key competencies around IT Strategy, IT Governance & IT Operations
Helping companies drive their business forward. By learning the details of your IT needs and goals, we can construct affordable tech solutions that accelerate and optimize performance, minimize costs, and create real value.
10 Best Practices for Optimizing the Lifetime Value of your ERP InvestmentProformative, Inc.
Leading a successful ERP implementation can be a career defining event for a finance leader. An ERP selection, implementation, or ERP system management gone wrong can negatively impact a company’s financial health in addition to derailing the careers of those who professional brands are tied to an ERP solution investment. The right ERP solution in the hands of the right professionals can fuel company growth and even offer a company competitive advantage. New platforms, including cloud-based technologies, enable companies to leverage the best technologies available—making ERP adoption more streamlined, less risky, and more cost-effective. Attend this webinar to discover 10 key best practices in developing and executing an ERP investment strategy that maximizes the ROI of an ERP solution investment from implementation through optimization.
Matt Kenney, Principal, McGladrey will discuss the key components of successful ERP implementation, and how to optimize the value of an ERP solution through its lifecycle long after the initial implementation. Discover how to build and maintain successful relationships with, among, and between key internal and external stakeholders in an ERP investment to optimize its lifetime value.
Managed IT Services vs. Break-Fix [Infographic]resourceone
This infographic explains the difference between managed IT services and a break-fix model. In fact, businesses that switch from break-fix to managed IT services can save money. Learn more about managed IT services and how it works in this infographic.
Build a business case for a technology msp in 8 steps a tecala presentation...Tecala
Your challenge is to design an IT resource strategy that ensures you leverage strategic partner capabilities, whilst also fostering the appropriate IT skills in-house for your growing business-as-usual and innovation demands. You cannot do everything on your own, nor do you have to. Have you considered partnering with an MSP?
MSPs are a strategic sourcing option, who bring expert skills, transformation, and platforms for innovation. However, many organisations miss out on getting the most out of their MSP investment, as they fail to build the business case for the long-term partnership that is required for this type of strategic engagement.
Whether you are already engaging with an MSP or are looking to deploy the services of an MSP, we have created a slideshare with the 8 steps for building a business case for an MSP to join your IT resourcing mix. Download and view this guide for your next IT strategy exercise.
Why it consulting is the need of the hour?Nicole Payne
Technology and innovation act as a driver for any business success. In such a scenario, having your IT consulting done is the best way to develop your IT road map while identifying critical issues. Click on the link to read more in detail
Defining the Business Relationship Manager Role within IT DepartmentsAnthony Draffin
This presentation outlines the qualities and the characteristics of the role of a "Business Relationship Manager" within IT departments to assist in narrowing the business–IT chasm.
Achieving Business IT Alignment with IT Best PracticesPink Elephant
Achieving Business IT Alignment With IT Best Practices
Experts are now talking about Business and IT Integration or Fusion. Experts are always coming up with trendy new buzzwords and models. It is as if by giving it a new name we can sweep the old one under the carpet and blame our lack of alignment on the old outdated terminology…or framework. Whatever you want to call it, with the increasing demand for IT and the increasing impact and importance of IT for organisations we must bring alignment to a more mature level. Writing this is like living the film "Groundhog Day". Every day you wake up and face the same situation again and again…only with business and IT alignment it seems to be a perennial experience.
The fact that business and IT alignment is STILL an issue implies that existing IT Best Practice frameworks, training and consulting approaches must contribute to achieve the hoped for results… namely alignment. Is it simply an impossible goal? Join Paul Wilkinson in this session as he explains how ITIL, COBIT® and BRM contribute to one common goal: achieving alignment between the world of Business and IT.
In this session, you’ll learn how leading global companies have transformed their contracting delivery models and contract management platforms to drive efficiency, compliance and value creation. You will also learn how these leaders have overcome typical challenges such as process and staffing model disparities, legacy document migration, global security and user adoption, and how you too can become a leader.
Your Challenge:
Implementing a shared services model is a difficult process to undertake, and is comprised of many different components. Becoming a shared services provider is comparable to becoming a vendor and most IT groups don’t have the capabilities to easily make the transition.
Most companies look to achieve cost reductions through offering a shared services model. Adopting a shared services model doesn’t always result in these intended cost reductions. Simply combining the operations of two IT organizations doesn’t necessarily result in economies of scale and cost efficiencies. Before leaping forward with your shared services implementation, determine if the project will deliver value to your organization.
Our Advice - Critical Insight:
Implementing a shared services model needs to be viewed as more than simply extending a current service to other sites. The organization providing services essentially turns into a vendor. As a vendor, think of the IT service you’re offering as the “product.”
Remember that there are people, process, and technology capability pre-requisites to successfully becoming a shared services provider. These capabilities are not typical for the average IT shop, and need to be taken into consideration when you look to transition to a shared services model.
Our Advice - Impact and Result:
Before jumping into the implementation of your shared services project, assess your customer requirements and your current people, process, and technology capabilities to assess whether your organization is ready to implement a shared services model.
Understand the financial implications of moving to a shared services model prior to implementing. Make sure there is a strong case for implementation.
Acquity Group is a business process and technology consulting firm. We are and end to end provider of strategy, process and technology solutions. This deck highlights our key competencies around IT Strategy, IT Governance & IT Operations
ScottMadden recently partnered with APQC for a complimentary three-part webinar series focused on shared services.
This webinar session, presented by Brad DeMent and Jerred Crosby, partners at ScottMadden, addressed employee engagement, continuous improvement, new service offerings, and expanding the scope of operations.
FCB Partners Course Preview: Process Owners in ActionFCBPartners
A Three-day Advanced Certification Class on Business Process Management (BPM)
The role of Process Owner is a challenging one, characterized by significant accountability with limited resources and authority. Because process ownership is relatively new to many organizations, people taking on the role have had little guidance, training, or opportunity to learn from peers. The purpose of this course is to illuminate the role, explore the challenges, offer practical approaches, and enable individuals to successfully navigate opportunities, constraints, and conflicting priorities. This is a course for Process Owners, Managers, and Leaders seeking to improve their effectiveness as well as the staff and consultants supporting them.
Making the Case for a Project Management OfficeRTM Consulting
Every delivery leader agrees that consistent, standard, repeatable delivery execution is the goal of their organization. For PSOs of any reasonable size, a Project Management Office is essential to achieving this goal. Too often, however, organizations do not have one, have abandoned them or have not adequately structured and funded them to be effective. This is a missed opportunity to bring more value to your organization through more consistent project performance and execution. The fact is there is a strong correlation between the existence of a PMO and project success, however, not all PMOs are the same. Each organization is different, and PMOs can be structured to meet the unique needs of each organization.
Bottom line - PMOs are worth the investment. Having one signals to your organization, your company and your customers that you take delivery excellence seriously. In addition, PMOs deliver measurable value through better project execution (on time, on budget). For a PSO with 500 billable staff, a 3% improvement in project margin can result in over $2.75M to the bottom line.
A Suaju Company Presentation Covering all business lines: Lean Management, Business Process Intelligence (BPI) / Business Process Management (BPM) and
Lean Software with Lean Implementation Walkthroughs/
Most manifestations of DevOps contribute to faster, more reliable and cheaper development and delivery of IT-related services and products.
Significant additional benefits are to be gained by improvements outside the scope of current mainline DevOps thinking, in the identification and justification of investments and functionality. The key knowledge area that helps organizations achieve these additional benefits, is Business Value Optimization.
Join our 30-minute webinar with the author of the whitepaper our own DASA Ambassador Mark Smalley.
In this webinar, Mark will talk about the final chapters of his white paper;
- Fast flow from business to business
- From IT services to business goals
- DevOps’ contribution to improved IT services and business goals
It’s a daunting task to answer the question “which project?” The number of requests, different stakeholders and their demands, you can quickly get immersed in lists longer than your arm and have queues of frustrated stakeholders too.
This presentation provides some frameworks and tools to help you triage requests and justify why one project is more important than another. A focus on strategy and governance is required to make project prioritisation work
Scaling Agile Up to the Enterprise and Staying LeanTechWell
Scaling agile from the team to the program to the portfolio level of the enterprise requires the inclusion of additional roles—product manager and system architect; activities—release planning and program retrospectives; and artifacts—portfolio and program visions and backlogs. Practitioners must constantly increase scale and scope, while keeping both the system and the process lean and agile. Dean Leffingwell describes how to accomplish this with the Scaled Agile Framework™, a knowledge-base of proven lean and agile practices for enterprise-class software development. Dean approaches the scaling problem from the perspective of lean thinking and principle of product development flow, illustrating how their core principles help deliver business results at scale, while keeping the system—and the enterprise—responsive. Learn some key principles of lean thinking and product development flow, participate in lightweight exercises designed to reinforce these principles, and leave with an understanding of how to apply them in your organization.
The HR business partner is the most critical, yet frequently ignored role in the move to HR shared services. Much attention is given to new roles created by a shared services model while little attention is given to how the business partner role must change with the new model. This is the third session of a HR Shared Services learning series that ScottMadden is presenting in conjunction with Shared Services & Outsourcing Network (SSON). In this session, we discuss the important evolution of the business partner role and the skills and competencies needed to effectively support the business.
State of Resource Management - Key Trends in Resource Management Best PracticesRTM Consulting
Too many services organizations and internal IT departments continue to struggle with how to address the complex challenges of managing human capital efficiently and effectively. This struggle has contributed to project performance failures exceeding 35%. Consistent and predictable deployment and utilization of project based resources is the difference maker for achieving peak project performance while minimizing labor costs. This presentation provides key trends in resource management best practices across the industry and some of the issues that challenge the application of these practices.
Many organisations struggle to implement a successful ITSM program, with multiple attempts at the same issue being undertaken with almost clockwork like regularity every 3-4 years. But why is it so hard to implement an ITSM framework that delivers real business value? How does a Program Manager even approach this issue? Where is the checklist for implementation success?
Join Peter Hubbard, Pink Elephant EMEA, as he maps out a structured approach to successful implementation of an ITSM initiative. He will discuss the considerations of which processes should be attempted first, the importance of the toolset, and, the one underlying area that is almost always neglected but is responsible for the failure of over 60% of all ITSM implementation projects; The people who have to work in alignment with the new world. And yes…. There will even be a checklist for implementation success. Watch recording here https://www.brighttalk.com/webcast/10001/153595
Next Generation Approaches: Why Smart Buyers should Abandon the Traditional A...EightyTwenty Insight
The traditional approach to sourcing, involving only a cursory look at the overall strategy before diving into the transaction (build or buy), is now being recognised as not being ‘fit-for-purpose’. This presentation looks at the new drivers for change, and provides some tips on how to move forward.
For more information, please go to www.8020i.co.uk .
in 2018, Dr Cherry Vu (T.S. Vũ Anh Đào) and Rob England started travelling from New Zealand to Vietnam, to teach, coach, and consult to senior executives and owners on business agility, calling themselves Teal Unicorn. Their dozens of clients range from twenty to twenty thousand employees, in industries such as food, real estate, wholesale, retail, manufacturing, logistics, and banking. When COVID hit, they pivoted to serving Vietnam online from Wellington (and from their caravan travelling around the country).
The results their clients get are so good that they have difficulty overcoming the justifiable scepticism of anything written by a consultancy about themselves. In Vietnamese, Cherry has tens of thousands of followers, is a best selling author, and is overloaded with work. In English, not so much. They've written two books that both get 5-star ratings but aren't widely known. Even an article in the BAI's quarterly Journal Emergence has been met largely with silence.
In this presentation, they share those fantastic results and answer your questions. They want you to know that business agility really works.
A 40 minute introduction to DevOps for the Wellington DevOps Meetup, March 2021.
Rob forgot to talk about DevSecOps, which was a fundamental topic, and the general concept of "Shift left". Only so much you can fit in an hour, but they are good topics to research further.
Rob also mentioned some books
IT Revolution DevOps Forum is the best sources of free ebooks about Devops. It costs you an email signup, but it is worth it.
Team of Teams, Stanley McChrystal - good for business agility.
(See also Brave New Work, by Aaron Dignan, as Rob's favourite primer on new ways of working)
The Phoenix Project, by Gene Kim et al. - KoolAid intro to Devops, convinces most people.
Devops Handbook, gene Kim at al - good general refence
Continuous Delivery, Humble and Farley - still the definitive textbook
The Checklist Manifesto, Atul Gawande - in praise of checklists
Field Guide to Human Error, Sidney Dekker - safety culture influences Devops
(see also Dekker's two Youtube videos on Safety Differently and Just Culture)
Rob England consults and trains in IT locally in Welly tealunicorn.com/nwomit
Or see the work Rob and Cherry do together at enterprise level tealunicorn.com/clients
Agile at work within industry and business v5Rob England
Teal Unicorn presented at the Agile In Business Forum 2019 in Auckland NZ.
Asked to do a case study, we gave five success stories to show that Business Agility works. No theory or practices, just descriptions of the companies and people, and the results. Four stories are from Vietnam at the CEO level, and one from NZ within IT. All are dancing with the system, so each one is different in the nature and journey.
There is a renaissance in the ways we work, the likes of which we haven’t seen since the introduction of management as a discipline, except perhaps the ideas of flow after World War II.
The flagship is the Agile movement, which has escaped IT and is now transforming organizations, government, and society. But Agile is too narrow a portmanteau, so we call the movement as a whole Human Systems Agility, to embrace all the concepts involved.
In this presentation we’ll explore this human aspect, one that is desperately needed in most IT cultures, through some of our practical experiences.
Presented at SHINE19 online global conference https://www.servicedeskinstitute.com/events-networking/shine19/
what holds ITIL back from more successful transformation of IT work, and how we can help it succeed, as DevOps and ITSM finally converge on each other in the common ground of service operations.
You will see all sorts of claims on the internet of how DevOps is the end of ITIL. It ain't so, and there is as much strong argument out there for the use of both. How do DevOps and ITSM affect each other? What are the connections? How will they work together? Here is one view of where the work will be needed, and what value they offer each other.
Surviving DevOps: bringing everyone along on the transformation journeyRob England
DevOps is about reskilling yourself and others in this new IT age.
Through DevOps improvement we transform the way we work. DevOps provides the approach to improving our way of working, and the navigational stars to steer by (the unicorn exemplars to aspire to).
Such transformation is essential to make people's lives better. So be careful our attempts doesn't make people's lives worse, or damage the culture of the organisation.
Let's ensure we lift everyone, or at least as many people as we can. We can make life better, the results better, and customer satisfaction better.
The three Rs: Roles Responsibilities RelationshipsRob England
IT is about people, and more specifically the 3 R’s – roles, responsibilities and relationships. Rob will highlight that this is the key to getting the people side of IT right; define and communicate clearly everybody's roles, responsibilities, and build and cement strong relationships both within IT and with internal and external business partners too. According to Rob, if we can agree who does what and to whom first, then the processes and tools will follow. Without that, IT initiatives are doomed to fail: all the shiny flowcharts and software in the world won't affect improvements until people are working together effectively. Rob will also discuss how to design service models to make sure everybody plays their part: operating models (or their subset support models), engagement models and RACI charts for each practice. He will also look at what we need and what tools are available to help you get there.
Blog post here http://www.itskeptic.org/content/how-devops-messes-your-head
This presentation looks at how DevOps turns some fundamental principles of IT and ITSM on their heads, with new concepts such as high velocity change, fail fast, infrastructure as code, people over process, servers as cattle, and empowered developers. DevOps is a strong leading indicator of our IT future: sooner or later we will all need to make the lateral shift in mindset required by these challenging concepts.Your IT fundamental axioms will be challenged.
IT is going through a once-in-a-lifetime (hopefully) transformation as profound as the historical Renaissance.
Presented at Pink Elephant IT Service Management Conference 2016
Enterprises are wrestling with the conflicting needs to chase competitiveness in a world of endlessly changing technology, whilst still remaining mindful and careful. In IT we are caught in the same bind. I have written about this squeeze before in "To Protect and Serve".
This year I'm looking at solutions: how IT can deal with the dichotomy with Multi-Speed IT. By embracing Agile, DevOps, BYOD and other "liberation" approaches, and integrating them into our ITSM, risk, and governance practices, we can create an IT environment with a better chance of responding at the speed of business, whatever the business chooses that speed to be. This article proposes a nuanced approach to two-speed IT, where each lifecycle implementation is a blend of the two "speeds".
http://www.itskeptic.org/content/multi-speed-it
Big Uncle is a name for the concept of “benevolent security”. Privacy is a dated concept, disappearing fast. People get all tied in a knot over this, but the consequences are only as bad as we let them be. Like any technology, there will be evil applications and there will be good ones. There are upsides: Big Uncle not Big Brother.
Who controls which one we get? The people who work in IT: we make either one happen, we are the troops.
When establishing the relationship between an external service provider (outsourcer) and customer, why do we document a whole operating model spanning both organisations? The whole point of outsourcing is that the supplier should be a black box, with inputs, outputs and performance requirements. What we need to define is the interface between the two entities, to ensure the operating models of each one mesh properly together: the Engagement Model.
This is more efficient: we don't redundantly document processes which already exist, and are documented elsewhere. It is more effective: we focus on the gaps, specifying the requirements for change in each organisation in order to connect their operating models.
This is pioneering stuff: there is very little published on what an engagement model should look like or how to develop and use it. Rob has built them: this presentation looks at a format, the content, and its uses
a pragmatic approach to Continual Service Improvement. Enough theory: this is how to actually manage an improvement programme.
Improvement changes the way people think and behave. Improving the practices and tools are secondary to changing culture. You can change software in minutes. You can change process in days. But people take much longer to change. Improvement should happen in an incremental manner: evolution not revolution. Improvement is not a project - improvement is normal behaviour for professionals: to devote a certain percentage of our time to improving the systems we work with. We should all expect that things will be better next year. We should all expect that we will make a difference and leave systems better than we found them. Improvement is business as usual.
This presentation looks at the huge amount fo potential improvement in most organisations, and how improvement goes on as part of the professional's daily work. We describe a method of breaking the task down to make it manageable, and then organising that improvement based on small increments, agile approach, empowering staff and a "relaxed" attitude - a pragmatic way of dealing with our constraints.
More here http://www.basicsm.com/tipu
a layman's view of COBIT and why you need to know about it. It may have started out as an audit tool but now COBIT is very much a general IT practices framework. There is no reason other than history why ITIL is the "default" choice as an IT framework. There are better ones around. In my consulting practice I use COBIT as my framework, and flesh it out with ITIL and other bodies of knowledge when necessary. I use COBIT to frame assessment, current state analysis, reviews, improvement planning, strategy, roles, and so on. It's better.
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.
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.
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.
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
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.
PHP Frameworks: I want to break free (IPC Berlin 2024)Ralf Eggert
In this presentation, we examine the challenges and limitations of relying too heavily on PHP frameworks in web development. We discuss the history of PHP and its frameworks to understand how this dependence has evolved. The focus will be on providing concrete tips and strategies to reduce reliance on these frameworks, based on real-world examples and practical considerations. The goal is to equip developers with the skills and knowledge to create more flexible and future-proof web applications. We'll explore the importance of maintaining autonomy in a rapidly changing tech landscape and how to make informed decisions in PHP development.
This talk is aimed at encouraging a more independent approach to using PHP frameworks, moving towards a more flexible and future-proof approach to PHP development.
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
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.
Why we did itDiscussed at PINK13 the opportunity of having ITSM philosophers come togetherThe energy / stimulation of the conferenceHow we choseA committee40 namesLimit of 8 – small groupRecognised “thinkers”Published“Balanced diversity”: ITIL establishment, itSMF, skeptic, cultural change, MSI service provider, cloud, leadership/CIO, architect, service deskBut no attempt to cover all constituenciesWhat we wantedTangibleactionable
The business and technology landscaping is shifting rapidly. The supplier and the business are squeezing IT because IT is perceived as slow to respond and the business has increasing choices from increasing number of suppliers to go around IT. The business is being forced to change and must reduce time to market as a competitive competence. Probably you, trad IT, are not ready to address the shift. Suppliers have become very good at managing commoditized environments. The end result of this is the need to dynamically manage a complex multi-supplier ecosystem. Everything that IT has been doing in the past is now no longer enough. IT presents more susceptible in a multi-sourcing approach as it is susceptible to emergent/complex behavior possibly leading to black swans. This is an emerging space, it is complex and not necessarily clear yetThe question is how will you remain relevant in IT today and tomorrow?
As commoditization increases, the traditional IT role moves to service providersBusiness innovation will accelerate through the use of emergent technologies and embedding those inside business practicesAnything that doesn’t demonstrate differentiating value is a candidate for externalizationA single set of outcomes can be provided by multiple suppliersSuppliers are aggressively pursuing this market Suppliers will standardize at a low level (e.g. EDI for Service Management, API, XML, etc.)Suppliers will develop service solutions, and tools to support them, that an individual organization cannot do on its ownOpen standards are emergingSupplier strata evolve, and contract duration shortensEvolving nature of multi-supplier will drive changes to how IT is organized and managedThe future is IT Governance, Service Management, and Assurance
Your organisation needs to be doing:Build a robust corporate governance policy, process, roles and assurance for Supplier ManagementKnow your business: Assess your understanding of your industry vertical and IT value in this spaceIT needs to define a value driven operating model that is embedded with common/core belief system and operating practices that span the enterprise (the Empire”)Define which Operating Model capabilities must be core - (“the Roman roads”)Service management (ITIL) should continue to be used, but with changed emphasis and prioritiesElevate IT Supplier Management as an enterprise core functionHave a multi-supplier ecosystem that supports a balance of organizational innovation and commoditizationUnderstand which services are strategic to the organization and which are not.Understand the difference between strategic and commodity suppliers.The drivers for the multi-sourcing model can be cost and/or business agility and the solution must be balanced across these.Multi-sourcing is going to change the way people work: address this as cultural change.IT needs to aim for the role of trusted advisor for the use of technology across the enterprise