This was presented at Service Design 2011 on 3 May, 2011 in Sydney, Australia.
The description:
Service design cannot be practiced to its fullest extent without the capability of capturing and expressing what a service is. In addition to capturing the core processes and logistics of service delivery, such as touchpoints, roles, contexts and purposes, we also need to capture the inherent qualities of the service experience, from both a customer and business perspective.
Drawing on their work with some of Australia’s largest organisations and smallest start-up businesses, Janna DeVylder and Iain Barker of Meld Studios will share practical insights applicable to anyone wanting to use service mapping within their practice. They will look at service mapping as both a process and as an outcome. First they will define what a service map is, what elements are required to create it, and an overview of how you can express a service visually. They will also discuss how the map can be used dependent upon where in the project process you are, from mapping current-state and identifying opportunity areas, expressing future state, or articulating the service roadmap of getting from today to the future.
Based in Sydney, Meld Studios are strategic designers with business brains. They help organisations to see new ways of thinking, explore opportunities and turn ideas into tangible realities.
This was presented at Service Design 2011 on 3 May, 2011 in Sydney, Australia.
The description:
Service design cannot be practiced to its fullest extent without the capability of capturing and expressing what a service is. In addition to capturing the core processes and logistics of service delivery, such as touchpoints, roles, contexts and purposes, we also need to capture the inherent qualities of the service experience, from both a customer and business perspective.
Drawing on their work with some of Australia’s largest organisations and smallest start-up businesses, Janna DeVylder and Iain Barker of Meld Studios will share practical insights applicable to anyone wanting to use service mapping within their practice. They will look at service mapping as both a process and as an outcome. First they will define what a service map is, what elements are required to create it, and an overview of how you can express a service visually. They will also discuss how the map can be used dependent upon where in the project process you are, from mapping current-state and identifying opportunity areas, expressing future state, or articulating the service roadmap of getting from today to the future.
Based in Sydney, Meld Studios are strategic designers with business brains. They help organisations to see new ways of thinking, explore opportunities and turn ideas into tangible realities.
Distinguishing, Evaluating, and Selecting Cloud Service ProvidersGartnerJessica
This presentation is focused on addressing the broad category of Cloud Service Providers. Gartner will provide a overview of how Cloud Service Providers are being defined and how they different from traditional providers of outsourcing or products. And more importantly, what are they offering that is different, new and seeks to solve business problems for the enterprise. This session will provide an overview of these areas and begin the discussion of how do clients develop the business case for certain cloud services offerings.
Topics Discussed
Gartner analysts discussed with participants the following topics:
What is a cloud service provider and how does it differ from traditional outsourcing providers?
How will the approaches to evaluate and select among these providers differ?
How does the business case analysis differ?
This presentation covers both the Cloud Foundry Elastic Runtime (known by many as just "Cloud Foundry") as well as the Operations Manager (known by many as BOSH). For each, the main components are covered with interactions between them.
IBM Hybrid service management Document on CloudAfroz89
Integrate service management processes across a hybrid IT environment through a layer that gathers data from the off-premises service provider, transforms it, and integrates it into the client service management tools.
People frequently use the terms IaaS, PaaS, FaaS, and SaaS interchangeably when discussing cloud computing service because all of these technologies operate behind the cloud.
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.
Communications Mining Series - Zero to Hero - Session 1DianaGray10
This session provides introduction to UiPath Communication Mining, importance and platform overview. You will acquire a good understand of the phases in Communication Mining as we go over the platform with you. Topics covered:
• Communication Mining Overview
• Why is it important?
• How can it help today’s business and the benefits
• Phases in Communication Mining
• Demo on Platform overview
• Q/A
Why You Should Replace Windows 11 with Nitrux Linux 3.5.0 for enhanced perfor...SOFTTECHHUB
The choice of an operating system plays a pivotal role in shaping our computing experience. For decades, Microsoft's Windows has dominated the market, offering a familiar and widely adopted platform for personal and professional use. However, as technological advancements continue to push the boundaries of innovation, alternative operating systems have emerged, challenging the status quo and offering users a fresh perspective on computing.
One such alternative that has garnered significant attention and acclaim is Nitrux Linux 3.5.0, a sleek, powerful, and user-friendly Linux distribution that promises to redefine the way we interact with our devices. With its focus on performance, security, and customization, Nitrux Linux presents a compelling case for those seeking to break free from the constraints of proprietary software and embrace the freedom and flexibility of open-source computing.
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.
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.
GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs.
1. Unifying Large Language Models and Knowledge Graphs: A Roadmap.
https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
Climate Impact of Software Testing at Nordic Testing DaysKari Kakkonen
My slides at Nordic Testing Days 6.6.2024
Climate impact / sustainability of software testing discussed on the talk. ICT and testing must carry their part of global responsibility to help with the climat warming. We can minimize the carbon footprint but we can also have a carbon handprint, a positive impact on the climate. Quality characteristics can be added with sustainability, and then measured continuously. Test environments can be used less, and in smaller scale and on demand. Test techniques can be used in optimizing or minimizing number of tests. Test automation can be used to speed up testing.
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
GraphSummit Singapore | The Art of the Possible with Graph - Q2 2024Neo4j
Neha Bajwa, Vice President of Product Marketing, Neo4j
Join us as we explore breakthrough innovations enabled by interconnected data and AI. Discover firsthand how organizations use relationships in data to uncover contextual insights and solve our most pressing challenges – from optimizing supply chains, detecting fraud, and improving customer experiences to accelerating drug discoveries.
Unlocking Productivity: Leveraging the Potential of Copilot in Microsoft 365, a presentation by Christoforos Vlachos, Senior Solutions Manager – Modern Workplace, Uni Systems
Sudheer Mechineni, Head of Application Frameworks, Standard Chartered Bank
Discover how Standard Chartered Bank harnessed the power of Neo4j to transform complex data access challenges into a dynamic, scalable graph database solution. This keynote will cover their journey from initial adoption to deploying a fully automated, enterprise-grade causal cluster, highlighting key strategies for modelling organisational changes and ensuring robust disaster recovery. Learn how these innovations have not only enhanced Standard Chartered Bank’s data infrastructure but also positioned them as pioneers in the banking sector’s adoption of graph technology.
2. Introduction
• This Presentation is intended to introduce the
content, structure, development, usage, and
benefits of service maps. It will:
• Show you a service map. It will show you
an example of a complete service map,
including the typical content and structure.
• Demonstrate how to build service
maps. It will provide detailed guidance on
how to get started building a service map as
well as considerations on how to take a
programmatic approach to mapping services
in your service delivery organization.
3. Intended Audience
• This intended for those who have a basic understanding of
Microsoft® Operations Framework (MOF) concepts and
terminology and who are familiar with Microsoft products and
technologies.
4. What Is a Service?
• A means of delivering value to customers .
5. What Is a Service Map?
• A service map is a graphical display of a service that illustrates the
various components upon which successful delivery of that service
relies. These components generally include hardware, software, and
configurable settings or roles
• . A Microsoft-developed best practice, a service map is a
communications tool that illustrates the “what” of a service (its
components and their relationships) as a basis for managing the
“how” of a service (how the service is delivered and controlled to
ensure expected availability, capacity, security, and manageability).
6. Why a Service Map?
• If we want to control the quality of the experience to the user and
customer, we must understand and control all of the components
that make up the service.
• They present a service-centered view of the environment, organizing
technical capability in business-oriented terms.
• They more readily facilitate understanding of complex systems and
component dependencies than text-based documents for both
technical staff and customers.
7. What Does a Service Map Tell Us?
• Hardware streams that make up a service
• Application streams that make up a service
• Types of settings that are needed for the service to function
• Supporting services that are needed to ensure the service stays
available
• Different customers that use the service
8. The Benefits of a Service Map
• For Customer
• For Technical Team
9. Kinds of Data Gathered in the Service
Mapping Process
10. Service Mapping a Restaurant’s Services
• How would you map out a restaurant’s services?
• What “hardware” (host podium, tables)
• What “applications” (seating charts, menus)
• Customers (walk-in, VIP)
• Settings (seating times, specials)
• Supporting Services (seating, order taking)
11. Service Map Content and Structure
. Most services can be decomposed into the five component categories, or
“streams,”
12. Stream Typical components Potential data sources Example
for this service map components
stream
All software associated with a Software data usually Windows
given service including the core comes from service Server® 2008
Software
application itself, any supporting catalogs or software SP2 x64
or dependent applications, portfolios. This also
network and control software, includes any dependent
maintenance software, and software related to the
versioning information. service being mapped.
All servers, network devices, Hardware data can be HP DL 385 G2
storage equipment, and desktop identified through the
Hardware
PCs required for a service to configuration
function, including model and management system
configuration information where (CMS) or other similar
appropriate. sources of configuration
data.
13. Stream Typical components Potential data sources Example
for this service map components
stream
Other services upon which the Service catalogs and DNS and Help
primary service depends. service portfolios are a Desk/Call
Upstream services feed required good source for this type Center/Level-1
input to the service in question, of data.
while downstream services are
Services
fed output from the primary
service. For example, a service
like Exchange or SharePoint will
typically rely on several
downstream services such as
Active Directory®, Backup, and
Service Desk.
The configurable settings Configuration diagrams Server roles such
needed for the service to are an excellent source as Index Server,
function effectively. for setting data since they Query Server, and
Settings
typically include details Database Server
about settings or roles of Domain
other dependent authenticated to
equipment such as server gateway IP
or network devices. address
14. Stream Typical components Potential data sources for Example
this service map stream components
The consumers of the service Design packages Accounts
and relevant information created during payable
about them such as requirements analysis department
department, location, and or the design phase of
Customers
means of contact. This could the service
include specific business management lifecycle
units, geographical regions, or are excellent sources of
classes of users (such as customer data. Service
“Executives”). owners and the service
level manager may also
be able to provide data
about customers.
17. Hardware Stream
8. SAN, Hitachi AMS 1000
2. Hardware 15. HP DL 385 G2
15. HP DL 585 G2
18. Services Stream
1. Server OS Support & Patch Mgmt
3. Services 1. VIP Services (F5 Big IP)
2. SQL Server Backup/Restore
3. Desktop Support
4. Help Desk/Call Center/Level-1
5. DNS
5. Active Directory
6. Server Operations
6. Data Center Facility Support
7. SMTP
8. Server Backup (Legato)
8. SAN
9. Network Services (LAN, WAN)
9. Network Monitoring
10. Firewalls
10. Proxy
11. Monitoring
13. ConfigMgr Software Distribution
14. OS Antivirus
21. Building Service Maps
4. Gather
2. Define the 3. Select 5. Establish 6. Maintain
1. Identify the data and
mapping services for service the service
team draw the
template mapping relationships maps
service maps
Editor's Notes
This template can be used as a starter file to give updates for project milestones.SectionsRight-click on a slide to add sections. Sections can help to organize your slides or facilitate collaboration between multiple authors.NotesUse the Notes section for delivery notes or to provide additional details for the audience. View these notes in Presentation View during your presentation. Keep in mind the font size (important for accessibility, visibility, videotaping, and online production)Coordinated colors Pay particular attention to the graphs, charts, and text boxes.Consider that attendees will print in black and white or grayscale. Run a test print to make sure your colors work when printed in pure black and white and grayscale.Graphics, tables, and graphsKeep it simple: If possible, use consistent, non-distracting styles and colors.Label all graphs and tables.
What is the project about?Define the goal of this projectIs it similar to projects in the past or is it a new effort?Define the scope of this projectIs it an independent project or is it related to other projects?* Note that this slide is not necessary for weekly status meetings
* If any of these issues caused a schedule delay or need to be discussed further, include details in next slide.
Duplicate this slide as necessary if there is more than one issue.This and related slides can be moved to the appendix or hidden if necessary.
Duplicate this slide as necessary if there is more than one issue.This and related slides can be moved to the appendix or hidden if necessary.
Duplicate this slide as necessary if there is more than one issue.This and related slides can be moved to the appendix or hidden if necessary.
Duplicate this slide as necessary if there is more than one issue.This and related slides can be moved to the appendix or hidden if necessary.
Duplicate this slide as necessary if there is more than one issue.This and related slides can be moved to the appendix or hidden if necessary.
Duplicate this slide as necessary if there is more than one issue.This and related slides can be moved to the appendix or hidden if necessary.
Duplicate this slide as necessary if there is more than one issue.This and related slides can be moved to the appendix or hidden if necessary.
Duplicate this slide as necessary if there is more than one issue.This and related slides can be moved to the appendix or hidden if necessary.
Duplicate this slide as necessary if there is more than one issue.This and related slides can be moved to the appendix or hidden if necessary.
Duplicate this slide as necessary if there is more than one issue.This and related slides can be moved to the appendix or hidden if necessary.
Duplicate this slide as necessary if there is more than one issue.This and related slides can be moved to the appendix or hidden if necessary.
The following slides show several examples of timelines using SmartArt graphics.Include a timeline for the project, clearly marking milestones, important dates, and highlight where the project is now.
The following slides show several examples of timelines using SmartArt graphics.Include a timeline for the project, clearly marking milestones, important dates, and highlight where the project is now.
The following slides show several examples of timelines using SmartArt graphics.Include a timeline for the project, clearly marking milestones, important dates, and highlight where the project is now.
The following slides show several examples of timelines using SmartArt graphics.Include a timeline for the project, clearly marking milestones, important dates, and highlight where the project is now.
The following slides show several examples of timelines using SmartArt graphics.Include a timeline for the project, clearly marking milestones, important dates, and highlight where the project is now.
The following slides show several examples of timelines using SmartArt graphics.Include a timeline for the project, clearly marking milestones, important dates, and highlight where the project is now.
The following slides show several examples of timelines using SmartArt graphics.Include a timeline for the project, clearly marking milestones, important dates, and highlight where the project is now.
