The document discusses the EY IT Financial Management (ITFM) service definition journey. The journey provides a framework to define IT services in a way that is transparent to business customers. It involves 6 steps: 1) assessing the current state, 2) defining initial services, 3) reviewing services with business stakeholders, 4) defining service levels, 5) determining service costs, and 6) producing and issuing a service catalog. The service catalog establishes a common language for communication between IT and business leaders and improves customer satisfaction. It forms the foundation for cost transparency and a potential chargeback model.
Managed IT Services: Overview, Importance, Business BenefitsVeritis Group, Inc
Managed Services or Managed IT Services refers to outsourcing/offloading the organization's IT operations to an expert third-party organization, i.e., Managed Service Providers (MSPs).
The MSPs take the responsibility of some or all sorts of IT needs, including infrastructure, applications, network management, security, and maintenance.
1. Introduction
2. What are Managed IT Services?
3. Why Managed IT Services?
4. Types of Managed IT Services
5. Benefits of Managed IT Services
6. How to Choose the Right MSP?
7. Discover the Benefits of Managed Services with Veritis?
Read More: https://www.veritis.com/solutions/managed-it-services/
Shadow IT And The Failure Of IT ArchitectureAlan McSweeney
The continued existence and growth of shadow IT gives IT architecture the opportunity show leadership. IT architecture can be the gateway for business IT solution requirements, from initial solution concept through to solution realisation.
Shadow IT is a set of reactions by business functions to an actual or perceived inability or unwillingness of the IT function to respond to business needs for IT solutions. There are many aspects of shadow IT:
• Shadow Projects
• Shadow Data
• Shadow Sourcing
• Shadow Development
• Shadow Solutions
• Shadow Support Arrangements
Shadow IT takes many forms and types
1. CUST – customised solution developed by a third-party
2. DEV – personal devices used to access business systems or authenticate access to hosted solutions used for business
3. DIY – end-user computing application developed by the business
4. HOME – organisation data sent to home devices to be worked on
5. MSG – public messaging and data exchange platforms
6. OPEN – open-source software used as a stand-alone solution or incorporated into other solutions
7. OUT – outsourced service solution
8. PROD – software product acquired by the business and implemented on organisation infrastructure
9. PUB – accessing organisation applications and data using public devices or networks
10. STOR – public data storage and exchange platforms
11. SVC – hosted software solution
Uncontrolled shadow IT represents a real risk to organisations. The experience from previous shadow IT examples is that they have resulted in real financial losses. IT architecture can and should take the lead in implementing structures and processes to mitigate risks while taking maximising the benefits of shadow IT.
Managed IT Services: Overview, Importance, Business BenefitsVeritis Group, Inc
Managed Services or Managed IT Services refers to outsourcing/offloading the organization's IT operations to an expert third-party organization, i.e., Managed Service Providers (MSPs).
The MSPs take the responsibility of some or all sorts of IT needs, including infrastructure, applications, network management, security, and maintenance.
1. Introduction
2. What are Managed IT Services?
3. Why Managed IT Services?
4. Types of Managed IT Services
5. Benefits of Managed IT Services
6. How to Choose the Right MSP?
7. Discover the Benefits of Managed Services with Veritis?
Read More: https://www.veritis.com/solutions/managed-it-services/
Shadow IT And The Failure Of IT ArchitectureAlan McSweeney
The continued existence and growth of shadow IT gives IT architecture the opportunity show leadership. IT architecture can be the gateway for business IT solution requirements, from initial solution concept through to solution realisation.
Shadow IT is a set of reactions by business functions to an actual or perceived inability or unwillingness of the IT function to respond to business needs for IT solutions. There are many aspects of shadow IT:
• Shadow Projects
• Shadow Data
• Shadow Sourcing
• Shadow Development
• Shadow Solutions
• Shadow Support Arrangements
Shadow IT takes many forms and types
1. CUST – customised solution developed by a third-party
2. DEV – personal devices used to access business systems or authenticate access to hosted solutions used for business
3. DIY – end-user computing application developed by the business
4. HOME – organisation data sent to home devices to be worked on
5. MSG – public messaging and data exchange platforms
6. OPEN – open-source software used as a stand-alone solution or incorporated into other solutions
7. OUT – outsourced service solution
8. PROD – software product acquired by the business and implemented on organisation infrastructure
9. PUB – accessing organisation applications and data using public devices or networks
10. STOR – public data storage and exchange platforms
11. SVC – hosted software solution
Uncontrolled shadow IT represents a real risk to organisations. The experience from previous shadow IT examples is that they have resulted in real financial losses. IT architecture can and should take the lead in implementing structures and processes to mitigate risks while taking maximising the benefits of shadow IT.
Marlabs Capabilities Overview: Application Maintenance Support Services Marlabs
Marlabs application development and support services include application design, development, systems integration/consolidation, re-engineering, and implementation of packages.
Presentation about IT managed services and solutions being offered by IISGL .
At IISGL, we have a fully consultative approach. We want
to understand your business, its pain points and
ambitions. We can then utilize that knowledge,
dovetailing with our years of extensive experience of
the technologies available, to provide you with a custom
solution.
GSS America\'s Workplace Services aim at equipping customer’s business with round-the-clock support, through its Global Operations Command Center (GOCC). Its comprehensive range of workplace services gives customers the ability to reduce their costs and improve their service levels. GSS intends to help global enterprises cut down on their infrastructure maintenance costs and provide access to expert skills.
A Starter Guide to IT Managed ServicesDavid Castro
Making the switch to MSP is worth the time and effort because MSPs are approximately 200-400% more profitable than non-MSPs. And MSPs are 3x to 10x more valuable than traditional VARs. This 21-page guide will help you: --Develop and execute on a solid business strategy for running a managed services company --Choose the right IT systems management solution to help enable your vision --Price your managed services fairly, competitively, and profitably --Understand MSP pricing and profit scenarios including cost, profit, and MRR/project/breakfix calculations and analysis --Avoid some common pitfalls --Understand the benefits that come with implementing managed services correctly --Understand how an IT service provider successfully rolled out managed services for its customers and transformed into one of the largest MSPs in the country. December 2012.
An overview of The Open Group IT4IT Reference Architecture. It is a vendor and product-agnostic value chain-based operating model for managing the business of IT. While providing guidance on the design, procurement and implementation of the functionality needed to run IT, it also enables the systematic tracking of the state of IT services across the service life-cycle using four value streams - Strategy to Portfolio, Request to Fulfill, Requirement to Deploy, and Detect to Correct.
Download presentation from http://opengroup.co.za/presentations
According to Gartner, "The stongest performing IT organizations are distinguished by strong strategy practices. The weak performing IT organizations are distinguished by weak delivery practices."
Having an IT strategy and executing it are important.
This brief presentation covers:
1. Why IT Strategy?
2. What does a great IT Strategy look like?
3. How to create a great IT Strategy
4. How to make the IT Strategy real
Modern IT Service Management Transformation - ITIL IndonesiaEryk Budi Pratama
Presented at Online ITIL Indonesia Webinar #5.
Content:
> Setting up the context
> Understanding holistic IT Management point of view
> IT Service Management Transformation
> Key Performance Indicator (KPI)
> IT Service Catalogue
> IT Sourcing
> Agile Incident Management
Presentation from the 5th itSMF SEE Regional Event on title: KEY ITSM DRIVERS FOR BUSINESS SUCCESS.The conference covered more than 30 inspiring and thought-provoking sessions, and as such it was the biggest and best-ever IT Service Management programme of seminars, panel discussions and keynotes in South East Europe. (http://www.itsmf.org.rs/drupal/content/itsmf-see-2011-programme)
Online version of the presentation - http://prezi.com/lstdrvohprmp/belgrad-prezentacija/
Historically, IT operations management (ITOM) teams have been focused on system health and up-time, while separately, IT service management (ITSM) teams manage and remediate end-user issues. The silos between these two functions have spurned challenges that can be overcome with improved integration, collaboration, and transparency across practices. ITSM and ITOM teams are working toward the same goals of up-time, accessibility and improved customer experience. So why can’t they integrate better for delivering on these objectives?
In this presentation, we explore:
The cause and business impact of silo'ed ITSM and ITOM practices
The benefits of improving integration, collaboration, and transparency across practices
Ways for you to exploit the inefficiencies and key metrics you can present the business in advocating for a better solution
And, we’ll introduce the solution of platform thinking, where silos are broken down between IT practices, and technology is operated and managed as a unified front with an open framework of adaptability.
Learn how to present a better solution for improving IT efficiencies, delivering improved customer experience, and enabling innovation throughout your organization, by bringing ITSM and ITOM practices together.
ITOM Platform features to look for if ITSM integration is important to your organization:
SERVICE HEALTH MANAGEMENT: Unified discovery and intelligence, Live asset Inventory, Unified service performance, Visual workflows in service maps
AIOPS MACHINE LEARNING: Intelligent event correlation, Noise suppression, Situational awareness, Incident Response
INTEGRATED TICKETING REQUESTS: Automated Escalations, Comprehensive Incident Collaboration
POLICY AUTOMATION SCRIPTS: Out of the box scripts, Customize scripts
SERVICE REMEDIATION: Enforce Process Governance, Automated Remediation Policies, Secure Infrastructure Access
Learn more at https://www.opsramp.com
Also, follow us on social media channels to learn about product highlights, news, announcements, events, conferences and more:
Twitter - https://www.twitter.com/OpsRamp
LinkedIn - https://www.linkedin.com/company/opsramp
Facebook - https://www.facebook.com/OpsRampHQ/
Integrating ITSM Frameworks, Standards and Processes - ITSM Academy WebinarITSM Academy, Inc.
To successfully achieve IT Service Management (ITSM) best practices, organizations need to adopt multiple ITSM frameworks and standards.
This presentation describes when and how to integrate the most widely used ITSM frameworks and standards, such as ITIL®, COBIT, ISO/IEC 20000 and Microsoft Operations Framework (MOF).
Service management
ITIL and the Service value system
ITIL Guiding principles
ITIL Service value chain
ITIL Four dimensions
ITIL Practices
ITIL Continual improvement
ITIL Certification scheme
What’s in it for me?
Service Catalog, Service Portfolio, Service Taxonomy - Big 3 of Customer Cent...Evergreen Systems
IT Service Catalog, Service Portfolio and Service Taxonomy: Learn the important role of each, and how they work together to help you deliver great services your customers will love! Access webinar recording at: http://content.evergreensys.com/it-service-catalog-webinar-customer-centric-it-evergreen
Marlabs Capabilities Overview: Application Maintenance Support Services Marlabs
Marlabs application development and support services include application design, development, systems integration/consolidation, re-engineering, and implementation of packages.
Presentation about IT managed services and solutions being offered by IISGL .
At IISGL, we have a fully consultative approach. We want
to understand your business, its pain points and
ambitions. We can then utilize that knowledge,
dovetailing with our years of extensive experience of
the technologies available, to provide you with a custom
solution.
GSS America\'s Workplace Services aim at equipping customer’s business with round-the-clock support, through its Global Operations Command Center (GOCC). Its comprehensive range of workplace services gives customers the ability to reduce their costs and improve their service levels. GSS intends to help global enterprises cut down on their infrastructure maintenance costs and provide access to expert skills.
A Starter Guide to IT Managed ServicesDavid Castro
Making the switch to MSP is worth the time and effort because MSPs are approximately 200-400% more profitable than non-MSPs. And MSPs are 3x to 10x more valuable than traditional VARs. This 21-page guide will help you: --Develop and execute on a solid business strategy for running a managed services company --Choose the right IT systems management solution to help enable your vision --Price your managed services fairly, competitively, and profitably --Understand MSP pricing and profit scenarios including cost, profit, and MRR/project/breakfix calculations and analysis --Avoid some common pitfalls --Understand the benefits that come with implementing managed services correctly --Understand how an IT service provider successfully rolled out managed services for its customers and transformed into one of the largest MSPs in the country. December 2012.
An overview of The Open Group IT4IT Reference Architecture. It is a vendor and product-agnostic value chain-based operating model for managing the business of IT. While providing guidance on the design, procurement and implementation of the functionality needed to run IT, it also enables the systematic tracking of the state of IT services across the service life-cycle using four value streams - Strategy to Portfolio, Request to Fulfill, Requirement to Deploy, and Detect to Correct.
Download presentation from http://opengroup.co.za/presentations
According to Gartner, "The stongest performing IT organizations are distinguished by strong strategy practices. The weak performing IT organizations are distinguished by weak delivery practices."
Having an IT strategy and executing it are important.
This brief presentation covers:
1. Why IT Strategy?
2. What does a great IT Strategy look like?
3. How to create a great IT Strategy
4. How to make the IT Strategy real
Modern IT Service Management Transformation - ITIL IndonesiaEryk Budi Pratama
Presented at Online ITIL Indonesia Webinar #5.
Content:
> Setting up the context
> Understanding holistic IT Management point of view
> IT Service Management Transformation
> Key Performance Indicator (KPI)
> IT Service Catalogue
> IT Sourcing
> Agile Incident Management
Presentation from the 5th itSMF SEE Regional Event on title: KEY ITSM DRIVERS FOR BUSINESS SUCCESS.The conference covered more than 30 inspiring and thought-provoking sessions, and as such it was the biggest and best-ever IT Service Management programme of seminars, panel discussions and keynotes in South East Europe. (http://www.itsmf.org.rs/drupal/content/itsmf-see-2011-programme)
Online version of the presentation - http://prezi.com/lstdrvohprmp/belgrad-prezentacija/
Historically, IT operations management (ITOM) teams have been focused on system health and up-time, while separately, IT service management (ITSM) teams manage and remediate end-user issues. The silos between these two functions have spurned challenges that can be overcome with improved integration, collaboration, and transparency across practices. ITSM and ITOM teams are working toward the same goals of up-time, accessibility and improved customer experience. So why can’t they integrate better for delivering on these objectives?
In this presentation, we explore:
The cause and business impact of silo'ed ITSM and ITOM practices
The benefits of improving integration, collaboration, and transparency across practices
Ways for you to exploit the inefficiencies and key metrics you can present the business in advocating for a better solution
And, we’ll introduce the solution of platform thinking, where silos are broken down between IT practices, and technology is operated and managed as a unified front with an open framework of adaptability.
Learn how to present a better solution for improving IT efficiencies, delivering improved customer experience, and enabling innovation throughout your organization, by bringing ITSM and ITOM practices together.
ITOM Platform features to look for if ITSM integration is important to your organization:
SERVICE HEALTH MANAGEMENT: Unified discovery and intelligence, Live asset Inventory, Unified service performance, Visual workflows in service maps
AIOPS MACHINE LEARNING: Intelligent event correlation, Noise suppression, Situational awareness, Incident Response
INTEGRATED TICKETING REQUESTS: Automated Escalations, Comprehensive Incident Collaboration
POLICY AUTOMATION SCRIPTS: Out of the box scripts, Customize scripts
SERVICE REMEDIATION: Enforce Process Governance, Automated Remediation Policies, Secure Infrastructure Access
Learn more at https://www.opsramp.com
Also, follow us on social media channels to learn about product highlights, news, announcements, events, conferences and more:
Twitter - https://www.twitter.com/OpsRamp
LinkedIn - https://www.linkedin.com/company/opsramp
Facebook - https://www.facebook.com/OpsRampHQ/
Integrating ITSM Frameworks, Standards and Processes - ITSM Academy WebinarITSM Academy, Inc.
To successfully achieve IT Service Management (ITSM) best practices, organizations need to adopt multiple ITSM frameworks and standards.
This presentation describes when and how to integrate the most widely used ITSM frameworks and standards, such as ITIL®, COBIT, ISO/IEC 20000 and Microsoft Operations Framework (MOF).
Service management
ITIL and the Service value system
ITIL Guiding principles
ITIL Service value chain
ITIL Four dimensions
ITIL Practices
ITIL Continual improvement
ITIL Certification scheme
What’s in it for me?
Service Catalog, Service Portfolio, Service Taxonomy - Big 3 of Customer Cent...Evergreen Systems
IT Service Catalog, Service Portfolio and Service Taxonomy: Learn the important role of each, and how they work together to help you deliver great services your customers will love! Access webinar recording at: http://content.evergreensys.com/it-service-catalog-webinar-customer-centric-it-evergreen
Defining Services for a Service CatalogAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=289
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.
The Business of IT: Understanding ITIL and How to Run IT as a BusinessNathaniel Palmer
If IT is to be successful at running as a business and demonstrating value, IT must move from a functional view, or in the case of the enlightened, a process view, to a services view. This is a transformational journey for most organizations, one that requires leadership, sponsorship, structure and discipline to achieve. But it is a journey worth the effort and ultimately necessary for survival. This session shows how this journey is built on the concepts of the current and evolving ITIL framework. Examined will be why an ITIL and services approach has been undertaken by some but completed by few. This session introduces the central concepts involved
in managing IT as a services business, and explains the impact running IT as a business on both the service consumers and creators. You will explore the need to successfully build upon your understanding of ITIL and the evolving ITIL environment. Emphasized will be practical experiences and lessons learned from both external and internal IT service providers.
How to build the business case for Service CatalogAxios Systems
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.
Whitepaper di approfondimento dedicato ai vantaggi che un approccio basato sulle best practices ITIL nell'IT Service Management porta alle organizzazioni
Don Casson, CEO and Jeff Benedict, ITSM Practice Manager share best practices you can use to clearly define and communicate - who is the Customer and what are the Services? They also share how a service catalog taxonomy framework helps you organize and manage this as ONE team. You may download or playback the recording here: http://bit.ly/1BWnEkX #servicecatalog #servicenow #itsm
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.
Search and Society: Reimagining Information Access for Radical FuturesBhaskar Mitra
The field of Information retrieval (IR) is currently undergoing a transformative shift, at least partly due to the emerging applications of generative AI to information access. In this talk, we will deliberate on the sociotechnical implications of generative AI for information access. We will argue that there is both a critical necessity and an exciting opportunity for the IR community to re-center our research agendas on societal needs while dismantling the artificial separation between the work on fairness, accountability, transparency, and ethics in IR and the rest of IR research. Instead of adopting a reactionary strategy of trying to mitigate potential social harms from emerging technologies, the community should aim to proactively set the research agenda for the kinds of systems we should build inspired by diverse explicitly stated sociotechnical imaginaries. The sociotechnical imaginaries that underpin the design and development of information access technologies needs to be explicitly articulated, and we need to develop theories of change in context of these diverse perspectives. Our guiding future imaginaries must be informed by other academic fields, such as democratic theory and critical theory, and should be co-developed with social science scholars, legal scholars, civil rights and social justice activists, and artists, among others.
Connector Corner: Automate dynamic content and events by pushing a buttonDianaGray10
Here is something new! In our next Connector Corner webinar, we will demonstrate how you can use a single workflow to:
Create a campaign using Mailchimp with merge tags/fields
Send an interactive Slack channel message (using buttons)
Have the message received by managers and peers along with a test email for review
But there’s more:
In a second workflow supporting the same use case, you’ll see:
Your campaign sent to target colleagues for approval
If the “Approve” button is clicked, a Jira/Zendesk ticket is created for the marketing design team
But—if the “Reject” button is pushed, colleagues will be alerted via Slack message
Join us to learn more about this new, human-in-the-loop capability, brought to you by Integration Service connectors.
And...
Speakers:
Akshay Agnihotri, Product Manager
Charlie Greenberg, Host
Key Trends Shaping the Future of Infrastructure.pdfCheryl Hung
Keynote at DIGIT West Expo, Glasgow on 29 May 2024.
Cheryl Hung, ochery.com
Sr Director, Infrastructure Ecosystem, Arm.
The key trends across hardware, cloud and open-source; exploring how these areas are likely to mature and develop over the short and long-term, and then considering how organisations can position themselves to adapt and thrive.
Accelerate your Kubernetes clusters with Varnish CachingThijs Feryn
A presentation about the usage and availability of Varnish on Kubernetes. This talk explores the capabilities of Varnish caching and shows how to use the Varnish Helm chart to deploy it to Kubernetes.
This presentation was delivered at K8SUG Singapore. See https://feryn.eu/presentations/accelerate-your-kubernetes-clusters-with-varnish-caching-k8sug-singapore-28-2024 for more details.
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/
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.
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/
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.
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.
2. Page 2
Agenda
The ITFM Journey2
The Service Definition Journey3
1 Current challenges
Q & A4
3. Page 3
Current challenges faced by clients
We often find that there are multiple executive level stakeholders with varying needs
and priorities for their IT organizations that must be understood and addressed.
► Increase the value received from IT
► Make sure IT is supporting the business strategy
► Measure and manage IT appropriately
► Use IT to improve the business
► Have a common language for communicating with IT
► Make IT a part of the team
► Demonstrate the value IT provides to the business
► Secure the resources IT needs to deliver results
► Have a place at the executive table
► A common language for communicating with business leaders
CEO/CFO
Senior Business
Leaders
CIO/
Senior IT Leaders
Stakeholders Stakeholder priorities for IT
To overcome many of these challenges, EY has developed
the ITFM journey
4. Page 4
The EY IT Financial Management (ITFM)
Journey
EY’s ITFM journey provides a clear and easy to follow path to enable the delivery of cost
effective services to the business, improve transparency and increase satisfaction.
Step 1
Current state
assessment
Step 2
Service definition
Step 3
Unit service
costing
Step 4
Metrics and
reporting
Step 5
Chargeback model
Step 6
Bill of IT
Transparency
Cost efficiency
Customer
satisfaction
Today’s Focus
5. Page 5
The EY Service Definition Journey
Provides the foundation for cost transparency
EY’s Service Definition Journey enables the creation of a robust business facing service
catalog following a logical and achievable pathway
Step 1
Current state
assessment
Step 2
Define initial
services
Step 3
Review services
with business
Step 4
Define service
levels
Step 5
Determine service
costs
Step 6
Produce and issue
catalog
Demonstrates
Value of IT
Fosters
communication
between IT and
the business
Improves
customer
satisfaction
6. Page 6
Service catalog evolution
“Don’t let perfect be the enemy of good”
1. Catalog includes improved
SLAs and unit service costs
2. Catalog includes tiered
services, resolution time SLAs,
and partial costs
3. Initial catalog includes basic
services, only response time
SLAs, not resolution times
Services are not defined or ad-
hoc definitions are in place with
few synergies
Maturity
Time
High
Low
1
2
3
4
No catalog
Basic services
and response
time SLAs
Tiered services
and resolution
time SLAs
Improved
SLAs and
unit service
costs
1
2
3
4
7. Page 7
Step 1 – Current State Assessment
Need to know where you are at before taking the next step
Level set expectations
1)What a service catalog is
2)What a service is
Key areas to focus on to determine gaps and to develop a
plan to fill those gaps
• Availability and quality of service related data for typical services
• What systems are involved for producing and storing data?
• Governance
• Who are the service providers?
• Who produces and manages the data?
• Are there any service performance metrics in use?
8. Page 8
What is a service catalog?
Benefits
1) Improved transparency
and customer
satisfaction
2) Demonstrates the value
of IT
3) Ease of service ordering
and interfacing with IT
4) Documents service
levels for each service
(SLAs)
5) Leads to more efficient
consumption of services
A single reference source for all IT services offered
9. Page 9
What is a service catalog?
A business facing document..
A communication tool to have a
productive dialogue with the
business about what services IT can
deliver to help make them successful
The foundation for any type of
allocation or chargeback process
An easy to use document to help
customers understand how to
request services, what the service
performance levels are, and what
they cost
A Service Catalog is… A Service Catalog is not…
a
X
Constrained by the current structure
of outsourcing service contracts
A detailed technical process list
that shows how to deliver IT services
A self-service portal for the
business
A leading practice framework for
defining services which can be
benchmarked
An IT Operating or Service Delivery
model.
10. Page 10
What is a service?
We will use the ITIL based definition
“Services” are a means of
delivering value to
customers by facilitating
outcomes customers want
to achieve without the
ownership of specific costs
and risks.
Another was to express this definition is to ask what is the business
requesting and willing to pay for – “host my application” instead of “I’d
like to lease a server, a place to put it, the cabling, the power, the
software, and the maintenance”
IT Service Management is focused on the design, implementation and
management of quality IT services that meet the needs of the business.
11. Page 11
What is ITIL?
The most recognized and trusted source of leading
practice in Service Management is the ITIL framework
► Information Technology Infrastructure Library
(ITIL) – created in 1980s by the British
government
► ITIL is used by organizations worldwide to
establish and improve capabilities in Service
Management
► ITFM is a key ITIL process found in the
Service Strategy section of the framework
12. Page 12
Step 2 – Define services
Guiding principles will help keep the design process on track
Service catalog guiding principles
Standard services: The service catalog should only contain standard
services for ease of ordering, fulfillment, measuring, and pricing
Number of services: 20 to 30 business facing services is preferred
The service catalog should focus on ‘What’ services the business wants
from IT
‘How’ IT delivers the services does not need to be exposed to the business
(Don’t confuse services with the tools and processes used to deliver them)
The catalog should be written in a language that non-technical people can
easily understand
It’s a living document. Services can be added, removed, or modified in the
future
13. Page 13
The EY reference framework for structuring
the service catalog – focused on “The What”
The What
(Service Offering & Service Performance)
The How
(Service Delivery)
Service Portfolio
(Employee
Enablement)
PC
Email
Telephony Technology
Service Tiers
SLA’s
Availability
Response Time
Tools
Infrastructure
Service Tier 2
(Silver)
Service Tier 3
(Bronze)
Service Tier 1
(Gold)
Delivery Model
(Logical grouping of
services offerings)
(Discrete services
provided to a customer )
(Service performance
expectations)
(Delivery of one service)
(Core technologies and tools to deliver
service)
Services Service Performance
People
Processes
14. Page 14
1. End User
Computing
Incident
Management &
Desktop Spt.
Service
Requests
PC Hardware
Provisioning
PC Software
Provisioning
2. Application
Support
Enterprise &
Bus.
Applications
3. Collaboration &
Communications
Audio & Web
Conferencing
Collaboration
Platforms
Email
4. Application
Hosting
Application
Hosting
Infrastructure
Website
Hosting
Database
Management
5. Technology
Infrastructure
Data Network /
Connectivity
6. Other
Services
Business
Process
Automation
Virtual Desktop
Special Events
Support
Mobile Phone
Telephony
Video
Conferencing
Cloud Services
Step 2 – Typical categories and services
These can be customized for your particular company
15. Page 15
Step 2 – Service definition components
► Each service in the catalog will include the following sections:
1. Description of Service
► What’s provided?
► What’s not provided?
► Levels of service?
2. Recent Changes
► How is the service different from last year?
3. How to Order
► Who is authorized to order?
► Where to go?
► Who to call?
► Additional info?
4. Cost of Service
► How is it priced?
► Unit of measurement?
► Major cost drivers
5. Usage Reporting
► What will be included?
► Frequency?
6. Service Levels
► What to expect?
► How we’ll report?
► What to do if service is not meeting
expectations?
►
7. Managing Consumption
► Consumption Tips
Priority Definition
Emergency
Day to day operations cannot continue or external
agreements cannot be honored until resolved
High
Day to day operations negatively impacted, but a
workaround is in place.
Medium Not critical to business operations
Normal Low impact or low urgency
16. Page 16
Step 3 - Review proposed services with the
business
Develop a set of proposed services based on industry
leading practice that are relevant for your company and
business customers
20 – 30 business facing standard services is preferred
Review these proposed services individually with the
technology leaders of each business unit
This is an opportunity for IT to listen and to
strengthen relationships with the business
Based on the feedback received revise these services and
agree to a final review once the service catalog is drafted
17. Page 17
► Develop Service Level Agreements (SLA’s) for each service that
focus on what the business needs
► Sometimes this can be done with one SLA, which is perfectly acceptable, since
the business may not be accustomed to any SLAs.
► Develop initial SLAs which serve as the starting point for review
and discussion with the business
► Revisions are to be expected as SLAs are a negotiation between the service
provider and the customer
► Increased SLAs usually result in increased costs
► In terms of specific performance levels that each service area /
owner will commit to, base them on what is CURRENTLY
ACHIEVABLE
► Trust with the business is built by setting and meeting performance
commitments (SLAs). Setting unrealistic SLAs that are missed in the first few
months will only damage the credibility of the IT organization
Step 4 – Define service levels
Key Points to Consider
18. Page 18
Note: “Downtime in Minutes” does not account for scheduled downtime. Availability will be calculated on a monthly average basis.
Availability
Monthly Downtime in
Minutes
Monthly Downtime
Percentage
100.000% 0 0%
99.995% 2.19 0.005%
99.990% 4.38 0.010%
99.950% 21.90 0.050%
99.900% 43.80 0.100%
99.850% 65.70 0.150%
99.800% 87.60 0.200%
99.750% 109.50 0.250%
99.700% 131.40 0.300%
99.650% 153.30 0.350%
99.600% 175.20 0.400%
99.550% 197.10 0.450%
99.500% 219.00 0.500%
Service Availability Matrix
To be used when setting SLAs
19. Page 19
Step 5 – Determine service costs
This typically takes 8 -12 weeks depending upon data availability and quality
Others
►Cost per server
►Cost per
application
►Cost per GB of
disk storage
►Cost per help
desk call
►Cost per PC
►Cost per
telephone
►Etc.
Remote
Services
HR FIN
Others
Sales BI
Others
Hosting
Services
Application
Mgmt.
Telecom
Services
Others
►Helpdesk
►Server mgmt.
►Voice
►WAN/LAN
►Storage
►Etc.
Cost Drivers:
►Servers
►Storage
►Applications
►FTEs
►Etc.
Labor
Maintenance
Depreciation
IT Departments Services
Cost
Pools
Service
Costs
Consumption
Drivers
EY Service Costing Framework
Linkage to
Chargeback
Service
Catalog
Usage Data
20. Page 20
Step 6 – Produce and issue the catalog
► Review a draft of the service catalog with key business
leaders and incorporate their final round of input
► By including the business stakeholders adoption use
of the service catalog will be higher since they will
feel a sense of ownership in helping to craft this
important document
► Publish a final version of the service catalog
► This can be in many forms depending on your
company
► Can reside on the home page of intranet for IT
► SharePoint
► Email a pdf to all customers of IT
21. Page 21
Peter Hidalgo, Jr
ITFM Service Leader
Senior Manager
IT Transformation
Advisory Services
Ernst & Young LLP
5 Times Square
New York, NY 10036-6530,
United States of America
Pete.Hidalgo@ey.com
Mobile: 973-223-5616
Education
West Point - USMA
BS – Engineering
Columbia University
MBA
Certification(s)
PMP
ITIL Financial Management
► Senior Manager with over 20 years of experience in I.T. Financial Management, Telecom and I.T. infrastructure,
Cost Optimization, Program Management, and I.T. Shared Services Transformation.
► Deep industry experience in managing and optimizing I.T. costs. Previous responsibilities included serving as the
Global I.T. Financial Manager for a Fortune 100 company, where he managed an annual operating budget of over
$100 million. In that role he also developed and implemented an ITIL based service costing and chargeback
process, resulting in improved client satisfaction and major, recurring cost savings.
► Currently serves as the I.T. Financial Management Service Leader within Ernst & Young’s IT Advisory practice
Relevant experience
► Assisted a Fortune 50 global manufacturing client with redesigning their current IT allocation model and
processes for over $1 billion in annual spend
► Advised a Fortune 50 pharmaceutical client with improving their IT financial management processes, cost
transparency, data management, chargeback model redesign, service owner framework, and automation
► Advised and assisted a leading media and entertainment company to transform their IT operations into a shared
services model encompassing 11 major service domains. Also assisted in the development of a data center
strategy, a WAN architecture review, and a detailed IT service cost analysis, to include the development of a
service catalog, and a chargeback model.
► Assisted in an IT infrastructure (voice, data, and data center) strategic assessment and financial analysis for a
Fortune 500 corporation, which resulted in identifying the strategies to improve network and data center
performance and availability, in addition to saving $32M - $53M over three years in IT operating expenses.
► Supported an IT Cost Optimization study for the premium spirits and wine supplier in the U.S., which addressed
their telecom and infrastructure spend. Identified annual savings of 10% to 19%.
► Advised in the strategic assessment of the voice and data networks for a Fortune 500 high tech manufacturing
firm, which resulted in a new technology direction (VOIP) and Identified over $9M in annual savings.
► Assisted in performing an IT Operations strategic assessment for a Fortune 100 manufacturing corporation,
focusing on data center consolidation. Developed data center consolidation and disaster recovery strategies, in
addition to Identifying over $5M in annual savings.
► Advised a leading medical device manufacturing company in the evaluation of their outsourced infrastructure
service contracts, resulting in overall savings of $5M - $6M, or 35% - 45%.
► Assisted a Fortune 100 consumer staples company with the assessment of their wireless telecom services
contracts, resulting in overall savings of $6M - $9M, or 45% - 55%.
