Service Catalog 2.ppt
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The document discusses how internal and external service catalogs can be used to provide customers with information about available IT services, including what each service is, how to get support, and pricing. It also outlines how future service catalogs could become more "actionable" by integrating service request forms and workflows to streamline the ordering and delivery of services. The goal is to move beyond basic catalogs to ones that facilitate the entire service lifecycle from request to delivery.
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How to build the business case for Service Catalog
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=321
Faced with continued cost pressures, as well as growing business unit demand for new services and higher service levels, IT is about to make transformation. IT is having to align their services with the needs of the business, develop standardized process and improve overall internal customer satisfaction. Arguably the most important tool to deliver these demands is the Service Catalog.
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The document discusses an IT service catalog used at GSK to improve service delivery and drive efficiencies. The service catalog includes an online "brochure" with service details and a "menu" where users can submit service requests. Key performance metrics like cycle time and customer satisfaction are monitored on a dashboard. GSK drove major improvements through initiatives like reducing approvals, removing rework, defining standard pre-approved services, and pursuing "zero touch" automated fulfillment to reduce cycle times by over 40% on average.
Defining Services for a Service Catalog
The document discusses designing and defining services for a service catalog. It outlines that a service catalog involves defining IT services and components, as well as business services, and mapping their relationships. It also discusses involving both IT and customers to understand key needs and priorities. The document provides guidance on how to structure services in a service catalog hierarchy and design the various elements and views needed, including user, business and technical views. It emphasizes the importance of strategy workshops to get input from stakeholders and ensure buy-in for a successful service catalog.
Service Management
To run IT like a business, one must proactively define valuable services for customers, understand how to fulfill those services through supply chains, track demand, identify all costs, benchmark performance and costs, and enable business intelligence capabilities. Key aspects include defining IT services, service requests, service catalogs, request fulfillment processes, service transitions to production, service level agreements, and continual service improvement through metrics. Running IT like a business centers on managing services, costs and performance across functional areas through a supply chain approach.
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AAA transformed their business process for handling service requests by implementing a service catalog. This provided a structured, automated workflow for requests and ensured tasks were handled correctly. It reduced request handling times from 11 days to same day and improved productivity by around 21%. AAA saw additional benefits like improved relationships between departments and increased employee satisfaction. They plan future improvements like setting service level agreements and increasing automation.
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The document discusses planning and developing service concepts, including core and supplementary elements. It defines core products as the central component that supplies the principal benefits customers seek. Supplementary services augment the core product by facilitating its use and enhancing its value and appeal. The document provides examples of core products and supplementary services for different types of services and industries. It also discusses developing new service categories and reengineering service processes.
Insight Hub
The document introduces the Insight Hub, which aims to help Lambeth Council and other organizations use data intelligence to better understand resident needs and improve services. The Insight Hub provides tools and data on demographics, service usage and costs, needs and attitudes. It contains dashboards on topics like ward profiles, customer service trends, and unit costs. The goal is to enable evidence-based decision making to focus resources most effectively.
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How to build the business case for Service Catalog
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=321
Faced with continued cost pressures, as well as growing business unit demand for new services and higher service levels, IT is about to make transformation. IT is having to align their services with the needs of the business, develop standardized process and improve overall internal customer satisfaction. Arguably the most important tool to deliver these demands is the Service Catalog.
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The document discusses an IT service catalog used at GSK to improve service delivery and drive efficiencies. The service catalog includes an online "brochure" with service details and a "menu" where users can submit service requests. Key performance metrics like cycle time and customer satisfaction are monitored on a dashboard. GSK drove major improvements through initiatives like reducing approvals, removing rework, defining standard pre-approved services, and pursuing "zero touch" automated fulfillment to reduce cycle times by over 40% on average.
Defining Services for a Service Catalog
The document discusses designing and defining services for a service catalog. It outlines that a service catalog involves defining IT services and components, as well as business services, and mapping their relationships. It also discusses involving both IT and customers to understand key needs and priorities. The document provides guidance on how to structure services in a service catalog hierarchy and design the various elements and views needed, including user, business and technical views. It emphasizes the importance of strategy workshops to get input from stakeholders and ensure buy-in for a successful service catalog.
Service Management
To run IT like a business, one must proactively define valuable services for customers, understand how to fulfill those services through supply chains, track demand, identify all costs, benchmark performance and costs, and enable business intelligence capabilities. Key aspects include defining IT services, service requests, service catalogs, request fulfillment processes, service transitions to production, service level agreements, and continual service improvement through metrics. Running IT like a business centers on managing services, costs and performance across functional areas through a supply chain approach.
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AAA transformed their business process for handling service requests by implementing a service catalog. This provided a structured, automated workflow for requests and ensured tasks were handled correctly. It reduced request handling times from 11 days to same day and improved productivity by around 21%. AAA saw additional benefits like improved relationships between departments and increased employee satisfaction. They plan future improvements like setting service level agreements and increasing automation.
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The document introduces the Insight Hub, which aims to help Lambeth Council and other organizations use data intelligence to better understand resident needs and improve services. The Insight Hub provides tools and data on demographics, service usage and costs, needs and attitudes. It contains dashboards on topics like ward profiles, customer service trends, and unit costs. The goal is to enable evidence-based decision making to focus resources most effectively.
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The document summarizes key aspects of ITIL (Information Technology Infrastructure Library), a framework of best practices for IT service management. It describes what ITIL is, how it is organized into various disciplines, and provides an overview of the service level management process in ITIL for managing and maintaining quality of IT services delivered to customers. Specifically, it outlines the objectives, activities, types of agreements, and five stages of the service level management process in ITIL.
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This document provides information about a presentation on service catalogs given at a conference in Glasgow in June 2014. It discusses why organizations implement service catalogs, including to clearly define what IT provides and to help IT become easier for customers to work with. It also discusses key aspects of effective service catalogs such as engaging with customers, focusing on business outcomes rather than individual processes, and demonstrating value to both IT and customers. The document provides examples of how to structure service catalogs and what types of documents a service catalog may include. It emphasizes that a service catalog is a process, not a single document, and involves collaboration between IT and customers.
Sc bridge the gap pres brighttalk april 2014 brighttalk
This document provides information about a service catalog presentation given in Glasgow in June 2014. It discusses why organizations implement service catalogs, including to clearly define what IT does across large organizations and to help IT become easier for customers to work with. It also discusses key aspects of an effective service catalog such as engaging with customers, focusing on business outcomes rather than individual processes, and manifesting the catalog in multiple forms for different stakeholders. The document provides examples of how to structure service catalog information and what types of documents a service catalog may include. It emphasizes that the value comes from engagement between IT and customers to work towards common goals.
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For four years I've has been using low-friction data collection to capture hundreds of elements of my life into a repository for search, visualization and analysis.
MEDIA and PRESS INFORMATION: http://chrisdancy.pressfolios.com/
Feel free to reach out at chris.dancy@gmail.com, +1-303- 872-0786, or by texting "chrisdancy" to 50500.
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The document provides tips for creating a winning service catalogue. It discusses defining services, grouping them into categories, and including key details like descriptions, service level agreements, entitlements, and costs. The purpose is to list the IT services an organization provides, but also to engage customers, set expectations, and introduce continual service improvements. Creating the catalogue is a multi-step process involving initiatives, defining the highest level of services, workshops, and consulting technical teams.
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1. The Service Process Matrix classifies services based on their degree of labor intensity and customer interaction/customization. This affects managerial challenges.
2. The Service Package describes the facilities, goods, information, and services that comprise a service.
3. Services have distinctive characteristics like intangibility, simultaneity of production/consumption, perishability, heterogeneity, and customer participation.
4. Services can be classified strategically based on factors like their nature, customer relationships, customization, demand characteristics, and delivery method. This provides insights for managing different types of services.
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1. The Service Process Matrix classifies services based on their degree of labor intensity and customer interaction/customization. This affects managerial challenges.
2. The Service Package describes the facilities, goods, information, and services that comprise a service.
3. Services have distinctive characteristics like intangibility, simultaneity of production/consumption, perishability, heterogeneity, and customer participation.
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Processes services
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It is with great pleasure that we extend to you an invitation to the 5th Power Grid Model Meet-up, scheduled for 6th June 2024. This event will adopt a hybrid format, allowing participants to join us either through an online Mircosoft Teams session or in person at TU/e located at Den Dolech 2, Eindhoven, Netherlands. The meet-up will be hosted by Eindhoven University of Technology (TU/e), a research university specializing in engineering science & technology.
Power Grid Model
The global energy transition is placing new and unprecedented demands on Distribution System Operators (DSOs). Alongside upgrades to grid capacity, processes such as digitization, capacity optimization, and congestion management are becoming vital for delivering reliable services.
Power Grid Model is an open source project from Linux Foundation Energy and provides a calculation engine that is increasingly essential for DSOs. It offers a standards-based foundation enabling real-time power systems analysis, simulations of electrical power grids, and sophisticated what-if analysis. In addition, it enables in-depth studies and analysis of the electrical power grid’s behavior and performance. This comprehensive model incorporates essential factors such as power generation capacity, electrical losses, voltage levels, power flows, and system stability.
Power Grid Model is currently being applied in a wide variety of use cases, including grid planning, expansion, reliability, and congestion studies. It can also help in analyzing the impact of renewable energy integration, assessing the effects of disturbances or faults, and developing strategies for grid control and optimization.
What to expect
For the upcoming meetup we are organizing, we have an exciting lineup of activities planned:
-Insightful presentations covering two practical applications of the Power Grid Model.
-An update on the latest advancements in Power Grid -Model technology during the first and second quarters of 2024.
-An interactive brainstorming session to discuss and propose new feature requests.
-An opportunity to connect with fellow Power Grid Model enthusiasts and users.
Introduction of Cybersecurity with OSS at Code Europe 2024
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Next, let's discuss package managers. Package managers play a critical role in the OSS ecosystem. I'll explain how to manage library dependencies in your application.
I'll share insights into how the Ruby and RubyGems core team works to keep our ecosystem safe. By the end of this talk, you'll have a better understanding of how to safeguard your code.
Energy Efficient Video Encoding for Cloud and Edge Computing Instances
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Fueling AI with Great Data with Airbyte Webinar
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Salesforce Integration for Bonterra Impact Management (fka Social Solutions A...
Sidekick Solutions uses Bonterra Impact Management (fka Social Solutions Apricot) and automation solutions to integrate data for business workflows.
We believe integration and automation are essential to user experience and the promise of efficient work through technology. Automation is the critical ingredient to realizing that full vision. We develop integration products and services for Bonterra Case Management software to support the deployment of automations for a variety of use cases.
This video focuses on integration of Salesforce with Bonterra Impact Management.
Interested in deploying an integration with Salesforce for Bonterra Impact Management? Contact us at sales@sidekicksolutionsllc.com to discuss next steps.
Trusted Execution Environment for Decentralized Process Mining
Presentation of the paper "Trusted Execution Environment for Decentralized Process Mining" given during the CAiSE 2024 Conference in Cyprus on June 7, 2024.
Ocean lotus Threat actors project by John Sitima 2024 (1).pptx
Ocean Lotus cyber threat actors represent a sophisticated, persistent, and politically motivated group that poses a significant risk to organizations and individuals in the Southeast Asian region. Their continuous evolution and adaptability underscore the need for robust cybersecurity measures and international cooperation to identify and mitigate the threats posed by such advanced persistent threat groups.
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Perfect for developers, AI enthusiasts, and tech leaders. Learn how to leverage MongoDB Atlas to deliver highly relevant, context-aware search results, transforming your data retrieval process. Stay ahead in tech innovation and maximize the potential of your applications.
#MongoDB #VectorSearch #AI #SemanticSearch #TechInnovation #DataScience #LLM #MachineLearning #SearchTechnology
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