Rebecca Ulyatt: People Power – Crack the Code, One Conversation at a Time
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When you look at organisational strategy today, 90% of it is based on getting technology to do the work. Digitalisation is brilliant and will futureproof channel shift and personalisation, but we need to be wary of leaving behind the human element. We are always going to require people to deliver customer service – it’s all about bringing in the right people with the right skills and mindsets; but unfortunately some of the messages around that are getting confused. Whether you work in service or support, customers expect to get value from the time they invest in every conversation with you. Top performers, in all sectors, really get it. We should be talking about creating value at every single touch point. Best-in-class companies realise that spending time and effort on customer conversations, combined with the right mindset and skills, will result in value for both the customer and the business. In this presentation, Rebecca shares examples of companies who are getting it right. Take a look at her presentation to: understand the science that backs up the thinking, hear of case studies that have shaped thinking, and to better understand the mindsets and skills required to create more human conversations.
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As HM Land registry transforms the services they deliver, they transform the way they manage services. Earlier this year they began a trial on increasing the agility of their service management functions. In this presentation they share where they started from, where they are now, and where they think they're headed.
Network Rail: Intelligent Infrastructure
As the operator of Britain's railway infrastructure, Network Rail (NR) is tasked with managing a highly complex, multi-dimensional and ageing railway consisting of 20,000 miles of track, 40,000 bridges and tunnels, and 23,000 switches and crossings. The challenge to NR to run a safe, high performing railway meant it had to look at new, innovative ways of working to exploit the current infrastructure to meet current and future demands. This presentation describes the part that IT is playing in that transformation.
Clare McAleese: Verism at Vocalink Mastercard... Our Journey so Far
Vocalink Mastercard has been running a proof of concept on VeriSM, with a view to introducing the approach into the wider organisation, and in this session they will be sharing their journey with the audience. Looking at governance (how they carried our gap analysis against the introduction of the new "product"); service management principles (how they reviewed VeriSM to ensure alignment with existing best practices), management proactices (how they formally introduced agile and DevOps into the business), and more. The presentation aims to assist other organisations with their own implementations, by showing how Vocalink Mastercard has taken the theory from the book and put it into practice in the real-world.
Take a look at this presentation to discover how to introduce VeriSM into your own organisation and keep it gathering momentum, how to get approval from senior management and executives to proceed with any given rollout, what training and qualifications you will require (if any), and how to agree your objectives for the successful adoption of VeriSM.
Lynda Cooper: ISO/IEC 20000 - The Launch of the Revised Standard
ISO/IEC 20000 is a standard for service management that can be applied to IT and non-IT services and is already used around the world, which can be supported by ITIL, VeriSM, Devops, IT4IT, or any other framework. With the third edition of the standard being published in Q4 of 2018 and officially launced at ITSM18, this presentation is perfect for those that already use ISO/IEC 20000 and want to find out about what is new; or those who are wishing to improve their services and learn more about what ISO/IEC 20000 is.
Take a look at this presentation to get an overview of the revised standard covering: why the revision was needed and how it addresses today's business and service management challenges; the benefits of the standard and of the revision; what is new, changed, or removed; and the timeline for transition for organizations already certified.
Owen Appleton: FitSM
FitSM is a lightweight IT service management standard designed to be approachable, achievable, and compatible with other frameworks like ITIL and ISO/IEC 20000. The FitSM standard consists of 4 core documents that are 85 pages total and only 9 pages of requirements, making it much shorter than ITIL or ISO/IEC 20000. FitSM focuses on familiar processes like service level management, problem management, and change management. Certification is also quicker, more affordable, and uses free materials compared to other standards.
Andrew Vermes: Major Incident Management
This document provides guidance on effectively managing major incidents by separating work into four key streams: understanding what's happening, restoring service, investigating causes, and preventing future incidents. It emphasizes keeping all relevant information visible, updated, and organized on a shared incident dashboard. An example dashboard is shown and updated as a simulated incident involving a broken brick sorting robot is resolved over 60 minutes. Lessons include avoiding long calls, transparency of information, specificity from participants, and regular simulations to maintain skills.
Dave Wheable: Can We Manage the Future
1) Powerful external forces like empowered customers and digital technologies are remaking markets and creating existential risk for companies.
2) Business leaders must make critical decisions to determine their company's destiny in response to these forces, with massive consequences but little precedence.
3) To manage the future, companies must design principles that are connected, insights-driven, fast, and customer-led in order to execute digital transformations successfully.
Stuart Howitt: Honey, I Shrunk the Incident
Stu Howitt presented on how Capital One improved their incident management processes. They were facing issues like high incident volumes, low system availability, and rising customer impacts. To solve this, Capital One implemented several initiatives across multiple teams. They improved problem management practices and integrated them with incident management. They also improved communication, dashboards, severity definitions, and partnered more closely with stakeholders. The results were a reduction in major incidents from 2016 to 2018, showing the improvements were successful.
Akshay Anand: The Future is Built on ITIL – Get Ready for ITIL 4
The document discusses the future of ITIL and highlights some key points about the upcoming ITIL 4 framework. ITIL 4 represents an evolution of IT service management best practices focused around guiding principles. Training for ITIL 4 certification is underway with the foundation exam being made available at the end of February 2019. The new version aims to build upon ITIL's value by focusing on areas like digital transformation and the creation of customer value.
Sanjeev NC: 5 Game Techniques to Immediately Apply in Your Service Desk
Gamification in service management is nothing new, but all too often it only focuses on points, badges, and leaderboards. In this presentation, Sanjeev goes beyond this, and shows you how you can apply gaming techniques to drive the right behaviours amongst end users and agents. Plus he shares examples of specific game techniques that can be applied to your service desk, based on Yukai Chou's Octalysis framework for gamification and behavioural design.
Take a look at this presentation to gain actionable insights based on game techniques when applied to the service desk; to take away advice on how to improve end user adoption (of the likes of self-service) and agent motivation. Plus learn a new behavioural design framework (Octalysis).
Alice Doyne: Service Design Meets Service
Service Design is a user-centered approach to designing end-to-end services that enable users to achieve their goals. It uses methods and a "toolbox" to understand user needs and challenge assumptions in order to simplify services. Service Design can complement other approaches like ITIL by focusing on the front-of-house experience and reusing existing components rather than building new ones. Adopting a user-centric mindset and learning from other practices like those of the Government Digital Service can help make services more open and consistent.
Jon Terry: Respect for People Lean's Neglected Pillar
Respect for People is one of the pillars of Lean. If you read the Lean-Agile and DevOps literature or attend conferences, you will hear plenty about culture. However, these ideas usually aren’t presented as systematically and tangibly as the process tools. Most of the Lean principles that we study are focused on the other pillar, continuous improvement. Cultural ideas may be mixed in there but in a way that’s hard to untangle. Or, at the risk of ruffling some feathers, they may seem overly touchy-feely or theoretical brain science-y. This is a real shame. A business can’t just be a nice place to work, full of nice people; it must deliver a steady stream of results for customers and financial stakeholders. But the best long-term results come from providing a sustainable, healthy work environment. So investing in a strong culture is a wise decision for executives and managers.
Here ITSM17 top-rated speaker Jon Terry explores some key ideas around team structure and the responsibilities of both team members and managers in a respectful Lean-Agile company. The presentation provides candidates with a set of seven principles to spell out respect for people to match those for continuous improvement. And it shares some of the source material from which these ideas are derived.
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Nicola Reeves and John McDermott: Value Creation in a Hybrid World
Nicola Reeves and John McDermott: Value Creation in a Hybrid World
Martin Huddleston: No Service Management, No Security
Martin Huddleston: No Service Management, No Security
Chris Bryan: Continuous Service Improvement in a SIAM Environment
Chris Bryan: Continuous Service Improvement in a SIAM Environment
Johann Diaz: The New Management of Service – Joining Up the Enterprise
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David D'Agostino and Tony Price: Kicking the KPI Habit
David D'Agostino and Tony Price: Kicking the KPI Habit
Peter Hubbard: Don't Get Stuck in a Silo – Going Digital isn't Transformation
Peter Hubbard: Don't Get Stuck in a Silo – Going Digital isn't Transformation
Hayley Butler and Spenser Arnold: Agile Service Management
Hayley Butler and Spenser Arnold: Agile Service Management
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Clare McAleese: Verism at Vocalink Mastercard... Our Journey so Far
Lynda Cooper: ISO/IEC 20000 - The Launch of the Revised Standard
Lynda Cooper: ISO/IEC 20000 - The Launch of the Revised Standard
Akshay Anand: The Future is Built on ITIL – Get Ready for ITIL 4
Akshay Anand: The Future is Built on ITIL – Get Ready for ITIL 4
Sanjeev NC: 5 Game Techniques to Immediately Apply in Your Service Desk
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During this demo, the founders of Secludy will demonstrate how their system utilizes Milvus to store and manipulate embeddings for generating privacy-protected synthetic data. Their approach not only maintains the confidentiality of the original data but also enhances the utility and scalability of LLMs under privacy constraints. Attendees, including machine learning engineers, data scientists, and data managers, will witness first-hand how Secludy's integration with Milvus empowers organizations to harness the power of LLMs securely and efficiently.
5th LF Energy Power Grid Model Meet-up Slides
5th Power Grid Model Meet-up
It is with great pleasure that we extend to you an invitation to the 5th Power Grid Model Meet-up, scheduled for 6th June 2024. This event will adopt a hybrid format, allowing participants to join us either through an online Mircosoft Teams session or in person at TU/e located at Den Dolech 2, Eindhoven, Netherlands. The meet-up will be hosted by Eindhoven University of Technology (TU/e), a research university specializing in engineering science & technology.
Power Grid Model
The global energy transition is placing new and unprecedented demands on Distribution System Operators (DSOs). Alongside upgrades to grid capacity, processes such as digitization, capacity optimization, and congestion management are becoming vital for delivering reliable services.
Power Grid Model is an open source project from Linux Foundation Energy and provides a calculation engine that is increasingly essential for DSOs. It offers a standards-based foundation enabling real-time power systems analysis, simulations of electrical power grids, and sophisticated what-if analysis. In addition, it enables in-depth studies and analysis of the electrical power grid’s behavior and performance. This comprehensive model incorporates essential factors such as power generation capacity, electrical losses, voltage levels, power flows, and system stability.
Power Grid Model is currently being applied in a wide variety of use cases, including grid planning, expansion, reliability, and congestion studies. It can also help in analyzing the impact of renewable energy integration, assessing the effects of disturbances or faults, and developing strategies for grid control and optimization.
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For the upcoming meetup we are organizing, we have an exciting lineup of activities planned:
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-An interactive brainstorming session to discuss and propose new feature requests.
-An opportunity to connect with fellow Power Grid Model enthusiasts and users.
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How information systems are built or acquired puts information, which is what they should be about, in a secondary place. Our language adapted accordingly, and we no longer talk about information systems but applications. Applications evolved in a way to break data into diverse fragments, tightly coupled with applications and expensive to integrate. The result is technical debt, which is re-paid by taking even bigger "loans", resulting in an ever-increasing technical debt. Software engineering and procurement practices work in sync with market forces to maintain this trend. This talk demonstrates how natural this situation is. The question is: can something be done to reverse the trend?
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Folding is a recent technique for building efficient recursive SNARKs. Several elegant folding protocols have been proposed, such as Nova, Supernova, Hypernova, Protostar, and others. However, all of them rely on an additively homomorphic commitment scheme based on discrete log, and are therefore not post-quantum secure. In this work we present LatticeFold, the first lattice-based folding protocol based on the Module SIS problem. This folding protocol naturally leads to an efficient recursive lattice-based SNARK and an efficient PCD scheme. LatticeFold supports folding low-degree relations, such as R1CS, as well as high-degree relations, such as CCS. The key challenge is to construct a secure folding protocol that works with the Ajtai commitment scheme. The difficulty, is ensuring that extracted witnesses are low norm through many rounds of folding. We present a novel technique using the sumcheck protocol to ensure that extracted witnesses are always low norm no matter how many rounds of folding are used. Our evaluation of the final proof system suggests that it is as performant as Hypernova, while providing post-quantum security.
Paper Link: https://eprint.iacr.org/2024/257
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For the full video of this presentation, please visit: https://www.edge-ai-vision.com/2024/06/temporal-event-neural-networks-a-more-efficient-alternative-to-the-transformer-a-presentation-from-brainchip/
Chris Jones, Director of Product Management at BrainChip , presents the “Temporal Event Neural Networks: A More Efficient Alternative to the Transformer” tutorial at the May 2024 Embedded Vision Summit.
The expansion of AI services necessitates enhanced computational capabilities on edge devices. Temporal Event Neural Networks (TENNs), developed by BrainChip, represent a novel and highly efficient state-space network. TENNs demonstrate exceptional proficiency in handling multi-dimensional streaming data, facilitating advancements in object detection, action recognition, speech enhancement and language model/sequence generation. Through the utilization of polynomial-based continuous convolutions, TENNs streamline models, expedite training processes and significantly diminish memory requirements, achieving notable reductions of up to 50x in parameters and 5,000x in energy consumption compared to prevailing methodologies like transformers.
Integration with BrainChip’s Akida neuromorphic hardware IP further enhances TENNs’ capabilities, enabling the realization of highly capable, portable and passively cooled edge devices. This presentation delves into the technical innovations underlying TENNs, presents real-world benchmarks, and elucidates how this cutting-edge approach is positioned to revolutionize edge AI across diverse applications.Northern Engraving | Nameplate Manufacturing Process - 2024
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Taking AI to the Next Level in Manufacturing.pdf
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HCL Notes und Domino Lizenzkostenreduzierung in der Welt von DLAU
Webinar Recording: https://www.panagenda.com/webinars/hcl-notes-und-domino-lizenzkostenreduzierung-in-der-welt-von-dlau/
DLAU und die Lizenzen nach dem CCB- und CCX-Modell sind für viele in der HCL-Community seit letztem Jahr ein heißes Thema. Als Notes- oder Domino-Kunde haben Sie vielleicht mit unerwartet hohen Benutzerzahlen und Lizenzgebühren zu kämpfen. Sie fragen sich vielleicht, wie diese neue Art der Lizenzierung funktioniert und welchen Nutzen sie Ihnen bringt. Vor allem wollen Sie sicherlich Ihr Budget einhalten und Kosten sparen, wo immer möglich. Das verstehen wir und wir möchten Ihnen dabei helfen!
Wir erklären Ihnen, wie Sie häufige Konfigurationsprobleme lösen können, die dazu führen können, dass mehr Benutzer gezählt werden als nötig, und wie Sie überflüssige oder ungenutzte Konten identifizieren und entfernen können, um Geld zu sparen. Es gibt auch einige Ansätze, die zu unnötigen Ausgaben führen können, z. B. wenn ein Personendokument anstelle eines Mail-Ins für geteilte Mailboxen verwendet wird. Wir zeigen Ihnen solche Fälle und deren Lösungen. Und natürlich erklären wir Ihnen das neue Lizenzmodell.
Nehmen Sie an diesem Webinar teil, bei dem HCL-Ambassador Marc Thomas und Gastredner Franz Walder Ihnen diese neue Welt näherbringen. Es vermittelt Ihnen die Tools und das Know-how, um den Überblick zu bewahren. Sie werden in der Lage sein, Ihre Kosten durch eine optimierte Domino-Konfiguration zu reduzieren und auch in Zukunft gering zu halten.
Diese Themen werden behandelt
- Reduzierung der Lizenzkosten durch Auffinden und Beheben von Fehlkonfigurationen und überflüssigen Konten
- Wie funktionieren CCB- und CCX-Lizenzen wirklich?
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Rebecca Ulyatt: People Power – Crack the Code, One Conversation at a Time
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- 3. “Human capital value, in all eight nations, exceeds the value of physical capital.” 3 of respondents have experienced shareholder pressure to direct investment towards tangible assets like technology. of leader-respondents said that they see people as a bottom- line cost, not a top-line value generator. CEO’s view on the top five most valuable assets Technology (back-office infrastructure) Technology (product, customer channels) Culture Inventory R&D/Innovation 1 2 3 4 5 CEO’s view on the most prized qualities in leaders Understanding of organizational transformation through technology Knowledge of technology Innovation capability Technical capability Financial capability/understanding Sales excellence/growth Understanding of customer People and culture capability/understanding 1 1 2 3 4 5 6 7 8 Korn Ferry survey with 800 responses from top leaders in eight nations
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- 7. Clarity gives purpose and direction
- 11. Yes – we have absolute clarity and our culture is a living, breathing representation of that ethos Almost – we have a clear and compelling ethos, but have still a way to go to make it part of the DNA in everything we do Not quite – if you ask our people, it would be hard for them to nail it to a mast, but there are good intentions in the way we operate today No – words like ‘ethos’ and ‘purpose’ are up there with ‘reaching out’ and ’socialise the idea’ on our organisation’s bull***t bingo card Q 1. Does your organisation know what it stands for?
- 13. Nurture Climate
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- 15. Yes – if you surveyed our people right now they would be able to cite at least 3 examples of VDA’s in our organisation Sort of – there is good leadership intention in our organization and leaders demonstrate commitment in their own ways but nothing is formally known Ish – people would cite examples from lower levels of management, but examples would be thin for more senior levels of leadership No – the Ivory Tower is actually the name of the board room in my organisation Q 2. Do you have a set of agreed visible, demonstrable actions that leaders do to demonstrate commitmentto people and customer?
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- 18. Yes, we have a culture of full permission and we have stories in abundance to perpetuate the Artificial Intelligence engine of human judgement We’re getting there – our people would say they are empowered to do the right thing but it is inconsistent We’re working on it – we have some “head in hands” moments but we understand the value of a permission culture and leader intention is good No – people should never be trusted with decisions. For all answers : see process. If process is absent, see Ivory Tower Q3. Does your organisation have a permission c
- 21. Be Curious
- 22. Waiting Room
- 23. Be Accountable
- 25. Lean In
- 26. How will you inspire these mindsets?
- 27. Peak End
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