This document discusses how web performance matters for exceeding customer expectations, given the explosion in website size and complexity as well as decreased user tolerance for delays. It notes that page load times have increased dramatically from 1995 to 2012 according to one source. Users expect pages to load quickly, within 2-3 seconds, and will abandon sites or visit them less if they are slower than competitors. The document provides examples of companies that increased revenue significantly by improving page load times. It then summarizes the services of Naalium for affordable website optimization using a virtual service model and experience optimizing performance.
IT service management (ITSM or IT services) is a discipline for managing information technology (IT) systems, philosophically centered on the customer\'s perspective of IT\'s contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction. The following represents a characteristic statement from the ITSM literature:
Providers of IT services can no longer afford to focus on technology and their internal organization[;] they now have to consider the quality of the services they provide and focus on the relationship with customers.ITSM is process-focused and in this sense has ties and common interests with process improvement movement (e.g., TQM, Six Sigma, business process management, CMMI) frameworks and methodologies. The discipline is not concerned with the details of how to use a particular vendor\'s product, or necessarily with the technical details of the systems under management. Instead, it focuses upon providing a framework to structure IT-related activities and the interactions of IT technical personnel with business customers and users.
An introduction to service management (itil)nuwulang
The document provides an overview of service management concepts from the ITIL framework. It discusses the goals and considerations of service strategy, design, transition, and continual service improvement. Key points include designing services to meet business needs, ensuring quality and reducing costs, and continually improving services through measurement and optimization. Generic roles like service manager, owner, and process owner are also outlined.
The document summarizes challenges facing a telecom company and recommendations to address them. It identifies challenges including training shortfalls, employee stress, system issues, and a narrow customer focus. It then provides recommendations in three key areas - flawless execution, customer retention, and revenue assurance - such as transforming training, automating satisfaction polls, standardizing customer contacts, and implementing call deflection strategies.
This document discusses opportunities to enhance a contact center through improvements in people, processes, and technology. It recommends standardizing processes, implementing guidance systems and desktop analytics to increase efficiency. It also suggests consolidating systems and queues, optimizing workforce management, and increasing self-service options to reduce costs while improving customer experience. Treatment engines are proposed to intelligently route customers for collections or retention efforts based on their profile and behavior. Overall the recommendations aim to increase productivity, sales culture, and customer satisfaction while lowering costs.
The document describes several key functions within IT operations management:
1) The Service Desk function handles incidents and service requests from users and aims to restore normal service quickly.
2) Technical Management maintains the technical infrastructure and ensures skills and resources are available to support the IT lifecycle.
3) Application Management supports applications and integrates their lifecycle into overall IT service management.
4) IT Operations Management executes ongoing procedures to maintain infrastructure and deliver services at agreed levels. It includes functions like operations control and facilities management.
Reporting, Analytics and Dashboard Services for Local Authoritiesdamian_85
Tovicci is a business intelligence service that provides dashboards, reports, and access to key business information for local authorities using aggregated data from multiple sources. It consists of specialized dashboards and reports designed to support main business challenges in areas like housing, repairs and maintenance, voids, engineering services, and compliance. Tovicci for Housing helps reduce duplication of work orders, manage contractor costs and work quality, and improve customer satisfaction.
The document discusses service operation processes including event management, incident management, request fulfillment, and access management. It describes event management as monitoring all events through the IT infrastructure to allow normal operation and detect exceptions. Incident management focuses on restoring service as quickly as possible to minimize business impact. Access management grants authorized users access to services while restricting unauthorized users.
IT service management (ITSM or IT services) is a discipline for managing information technology (IT) systems, philosophically centered on the customer\'s perspective of IT\'s contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction. The following represents a characteristic statement from the ITSM literature:
Providers of IT services can no longer afford to focus on technology and their internal organization[;] they now have to consider the quality of the services they provide and focus on the relationship with customers.ITSM is process-focused and in this sense has ties and common interests with process improvement movement (e.g., TQM, Six Sigma, business process management, CMMI) frameworks and methodologies. The discipline is not concerned with the details of how to use a particular vendor\'s product, or necessarily with the technical details of the systems under management. Instead, it focuses upon providing a framework to structure IT-related activities and the interactions of IT technical personnel with business customers and users.
An introduction to service management (itil)nuwulang
The document provides an overview of service management concepts from the ITIL framework. It discusses the goals and considerations of service strategy, design, transition, and continual service improvement. Key points include designing services to meet business needs, ensuring quality and reducing costs, and continually improving services through measurement and optimization. Generic roles like service manager, owner, and process owner are also outlined.
The document summarizes challenges facing a telecom company and recommendations to address them. It identifies challenges including training shortfalls, employee stress, system issues, and a narrow customer focus. It then provides recommendations in three key areas - flawless execution, customer retention, and revenue assurance - such as transforming training, automating satisfaction polls, standardizing customer contacts, and implementing call deflection strategies.
This document discusses opportunities to enhance a contact center through improvements in people, processes, and technology. It recommends standardizing processes, implementing guidance systems and desktop analytics to increase efficiency. It also suggests consolidating systems and queues, optimizing workforce management, and increasing self-service options to reduce costs while improving customer experience. Treatment engines are proposed to intelligently route customers for collections or retention efforts based on their profile and behavior. Overall the recommendations aim to increase productivity, sales culture, and customer satisfaction while lowering costs.
The document describes several key functions within IT operations management:
1) The Service Desk function handles incidents and service requests from users and aims to restore normal service quickly.
2) Technical Management maintains the technical infrastructure and ensures skills and resources are available to support the IT lifecycle.
3) Application Management supports applications and integrates their lifecycle into overall IT service management.
4) IT Operations Management executes ongoing procedures to maintain infrastructure and deliver services at agreed levels. It includes functions like operations control and facilities management.
Reporting, Analytics and Dashboard Services for Local Authoritiesdamian_85
Tovicci is a business intelligence service that provides dashboards, reports, and access to key business information for local authorities using aggregated data from multiple sources. It consists of specialized dashboards and reports designed to support main business challenges in areas like housing, repairs and maintenance, voids, engineering services, and compliance. Tovicci for Housing helps reduce duplication of work orders, manage contractor costs and work quality, and improve customer satisfaction.
The document discusses service operation processes including event management, incident management, request fulfillment, and access management. It describes event management as monitoring all events through the IT infrastructure to allow normal operation and detect exceptions. Incident management focuses on restoring service as quickly as possible to minimize business impact. Access management grants authorized users access to services while restricting unauthorized users.
October 2008 - Transforming from Help Desk to Service Desk, Lowering TCOIT Service and Support
This document provides an overview of transforming a help desk into a more strategic service desk. It discusses key concepts like implementing more proactive processes through automation and knowledge management to address common help desk issues and lower costs. Metrics and key performance indicators for processes like incident, problem, and change management are reviewed. The benefits of a service desk over a help desk are described, such as providing a single point of contact and focusing on customer service. Software asset management is also introduced as an emerging area of focus.
ITIL Practical Guide - Service OperationAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=251
This video provides a run through of the lifecycle stage, which manages the day-to-day operation of IT services for the identification and reporting of interruptions in the delivery of services and handling of service requests at agreed levels.
Fast-Track Solution to Transform Your Application Management OperationInfogain
Infogain’s InfoAssess solution covers the first two phases of our application management offering, including assessment and transformation roadmap creation. The assessment covers a wide range of areas like Application Portfolio, Support Model, Processes, Tools, Service Delivery Model, Service Level Framework and Performance Metrics. Because each organization is unique, Infogain creates a tailored assessment approach for your initiative.
This document summarizes a presentation about streamlining and simplifying PeopleSoft applications. It introduces the presenters from SmartERP and their experience with PeopleSoft. The agenda covers PeopleSoft challenges, and examples of automating, streamlining and simplifying common transactions like purchase orders, expenses and personnel actions. Case studies are presented from customers who implemented SmartERP solutions for specific PeopleSoft modules. The presentation aims to demonstrate how SmartERP can help organizations address common pain points and simplify PeopleSoft transactions.
This document provides an overview of ITIL (Information Technology Infrastructure Library) version 3. It defines key concepts in IT service management such as service, service level, configuration management system, and the four Ps of service management. It describes the five stages of the ITIL service lifecycle: service strategy, service design, service transition, service operation, and continual service improvement. It explains several processes within these stages, such as service portfolio management, availability management, capacity management, change management, and release management. The goal of ITIL is to provide best practices for delivering high-quality IT services.
ITILv3 provides a systematic approach to IT service management best practices. The presentation introduces key concepts in ITILv3 including the service lifecycle, configuration management, change management, and roles. It summarizes the five stages of the service lifecycle: service strategy, service design, service transition, service operation, and continual service improvement.
Selecting and Implementing Insurance Advertising Compliance Technology SolutionsMark F. Catone
As regulatory requirements increase and more pressure is placed on compliance staff to increase productivity, technology can play a critical role in automation and managing a firm's risk profile. This session/presentation will summarize the features, benefits and implementation of technology solutions to manage advertising compliance.
The document discusses a session titled "Cloud Meets Contact Center: From Zero to Hero in 14 Days!". The session will cover the benefits of cloud contact centers, strategies for deploying one in 14 days or less, expected ROI, and uniting agents across locations into a virtual call center. The presenter has nearly 30 years of experience in project management and contact center operations. Attendees will learn about EPA's case study deploying a cloud contact center for its Safe Drinking Water Hotline.
Bhautik Parekh is an Azure Solutions Architect with over 16 years of experience in IT strategy, infrastructure management, and project delivery. He currently works as a Technical Program Manager at Amazon India, where he leads programs to optimize e-commerce operations. Previously, he held senior roles at Microsoft, Royal Bank of Scotland, and Capgemini, managing global projects, teams, and vendor relationships. Bhautik has expertise in cloud migrations, data center consolidation, automation, and ensuring compliance. He is proficient in ITIL, Prince2, and PMP methodologies.
PeopleSoft FSCM 9.2 Webinar PresentationEmtec Inc.
The document provides an overview of PeopleSoft 9.2 and discusses some of its new features. It begins with an introduction of Emtec, an IT consulting firm. It then summarizes Oracle's continued investment in PeopleSoft and describes some of the key enhancements in PeopleSoft 9.2, including customer and supplier hierarchies, eProcurement requisitioning, and WorkCenters. The document concludes by discussing upgrade paths and options for those currently on PeopleSoft 9.1.
Naveen Kumar Srivastav is seeking a role that allows him to utilize his 12 years of experience in IT service and support. He has experience managing incidents, problems, and changes. He aims to excel in information technology and help organizations grow. His skills include root cause analysis, project management, and service management processes.
Lean management is a systematic approach aimed at maximizing value and reducing waste. It was originally developed by Toyota but has since been adopted by many service industries. The document discusses how Wipro and RBS implemented lean management principles. Both companies standardized processes, identified types of waste, and engaged employees. As a result, they achieved cost reductions of 20-30%, lead time reductions, and improved customer satisfaction and productivity.
This document provides an overview of ITIL (Information Technology Infrastructure Library) and compares it to other frameworks such as RUP (Rational Unified Process) and PMI (Project Management Institute). ITIL is a set of best practices for IT service management owned by the UK government. The current version is ITIL v3 which defines 5 stages of the service lifecycle: service strategy, service design, service transition, service operation, and continual service improvement. Each stage contains various processes and functions. The document also discusses differences between concepts in ITIL like processes, functions, and lifecycles compared to those in other frameworks.
ICT Cost Management And Savings General2control4IT
ICT costs are increasigly becoming an issue. This presentation shows option for getting most value out of your ICT at reasonable cost levels. Transparancy in costs and volumes are key.
SVAM provides managed IT services such as application development and maintenance, remote infrastructure management, and database administration. It utilizes an onshore-offshore delivery model called CorrectShoreSM to deliver these services at a lower cost while maintaining quality. SVAM has experience across various technologies and works with clients in industries such as telecommunications and manufacturing.
This document provides an overview of ITIL (Information Technology Infrastructure Library) and its key processes. It discusses the importance of ITIL for ensuring IT project success and describes the 26 ITIL management processes organized under Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. For each process, it provides a brief explanation of its purpose and important concepts. The document is presented by an IT expert from the National University of Singapore and is intended as an introduction to ITIL for IT professionals.
Alexander Lee Rhea is a Major Incident Manager and Change Manager with over 20 years of experience in IT service management roles. He has a Bachelor's Degree in Computer Information Systems and various ITIL certifications. He has extensive experience implementing and supporting ITSM tools like HP Service Manager, Remedy, Maximo, and IBM ManageNow. His experience includes roles managing incidents, problems, changes, releases and knowledge at Deutsche Bank, State Farm Insurance, and Bloomberg LP.
This document discusses how a leading private insurance company implemented a Business Process Management (BPM) solution from Newgen to improve critical business processes, increase employee productivity and efficiency, and achieve operational excellence. The solution helped reduce turnaround times, processing times, and operational costs by over 50-75% while increasing employee productivity by over 70% and volumes handled by almost 300%. It provided benefits like a 135% return on investment and improved customer service quality and satisfaction. The solution automated processes like new business and policy owner servicing across 37 locations.
This document summarizes iFix Texas' Q1 2013 operations. It shows that gross profits increased each month from January to March while expenses remained steady. It then outlines initiatives to increase profits in areas like bundling repairs and accessories, closing skills gaps through training, expanding accessory selection, and marketing through local businesses and events. Specific tactics, targets, and expected results are provided for each initiative aimed at improving operations and reducing costs in the coming quarter.
October 2008 - Transforming from Help Desk to Service Desk, Lowering TCOIT Service and Support
This document provides an overview of transforming a help desk into a more strategic service desk. It discusses key concepts like implementing more proactive processes through automation and knowledge management to address common help desk issues and lower costs. Metrics and key performance indicators for processes like incident, problem, and change management are reviewed. The benefits of a service desk over a help desk are described, such as providing a single point of contact and focusing on customer service. Software asset management is also introduced as an emerging area of focus.
ITIL Practical Guide - Service OperationAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=251
This video provides a run through of the lifecycle stage, which manages the day-to-day operation of IT services for the identification and reporting of interruptions in the delivery of services and handling of service requests at agreed levels.
Fast-Track Solution to Transform Your Application Management OperationInfogain
Infogain’s InfoAssess solution covers the first two phases of our application management offering, including assessment and transformation roadmap creation. The assessment covers a wide range of areas like Application Portfolio, Support Model, Processes, Tools, Service Delivery Model, Service Level Framework and Performance Metrics. Because each organization is unique, Infogain creates a tailored assessment approach for your initiative.
This document summarizes a presentation about streamlining and simplifying PeopleSoft applications. It introduces the presenters from SmartERP and their experience with PeopleSoft. The agenda covers PeopleSoft challenges, and examples of automating, streamlining and simplifying common transactions like purchase orders, expenses and personnel actions. Case studies are presented from customers who implemented SmartERP solutions for specific PeopleSoft modules. The presentation aims to demonstrate how SmartERP can help organizations address common pain points and simplify PeopleSoft transactions.
This document provides an overview of ITIL (Information Technology Infrastructure Library) version 3. It defines key concepts in IT service management such as service, service level, configuration management system, and the four Ps of service management. It describes the five stages of the ITIL service lifecycle: service strategy, service design, service transition, service operation, and continual service improvement. It explains several processes within these stages, such as service portfolio management, availability management, capacity management, change management, and release management. The goal of ITIL is to provide best practices for delivering high-quality IT services.
ITILv3 provides a systematic approach to IT service management best practices. The presentation introduces key concepts in ITILv3 including the service lifecycle, configuration management, change management, and roles. It summarizes the five stages of the service lifecycle: service strategy, service design, service transition, service operation, and continual service improvement.
Selecting and Implementing Insurance Advertising Compliance Technology SolutionsMark F. Catone
As regulatory requirements increase and more pressure is placed on compliance staff to increase productivity, technology can play a critical role in automation and managing a firm's risk profile. This session/presentation will summarize the features, benefits and implementation of technology solutions to manage advertising compliance.
The document discusses a session titled "Cloud Meets Contact Center: From Zero to Hero in 14 Days!". The session will cover the benefits of cloud contact centers, strategies for deploying one in 14 days or less, expected ROI, and uniting agents across locations into a virtual call center. The presenter has nearly 30 years of experience in project management and contact center operations. Attendees will learn about EPA's case study deploying a cloud contact center for its Safe Drinking Water Hotline.
Bhautik Parekh is an Azure Solutions Architect with over 16 years of experience in IT strategy, infrastructure management, and project delivery. He currently works as a Technical Program Manager at Amazon India, where he leads programs to optimize e-commerce operations. Previously, he held senior roles at Microsoft, Royal Bank of Scotland, and Capgemini, managing global projects, teams, and vendor relationships. Bhautik has expertise in cloud migrations, data center consolidation, automation, and ensuring compliance. He is proficient in ITIL, Prince2, and PMP methodologies.
PeopleSoft FSCM 9.2 Webinar PresentationEmtec Inc.
The document provides an overview of PeopleSoft 9.2 and discusses some of its new features. It begins with an introduction of Emtec, an IT consulting firm. It then summarizes Oracle's continued investment in PeopleSoft and describes some of the key enhancements in PeopleSoft 9.2, including customer and supplier hierarchies, eProcurement requisitioning, and WorkCenters. The document concludes by discussing upgrade paths and options for those currently on PeopleSoft 9.1.
Naveen Kumar Srivastav is seeking a role that allows him to utilize his 12 years of experience in IT service and support. He has experience managing incidents, problems, and changes. He aims to excel in information technology and help organizations grow. His skills include root cause analysis, project management, and service management processes.
Lean management is a systematic approach aimed at maximizing value and reducing waste. It was originally developed by Toyota but has since been adopted by many service industries. The document discusses how Wipro and RBS implemented lean management principles. Both companies standardized processes, identified types of waste, and engaged employees. As a result, they achieved cost reductions of 20-30%, lead time reductions, and improved customer satisfaction and productivity.
This document provides an overview of ITIL (Information Technology Infrastructure Library) and compares it to other frameworks such as RUP (Rational Unified Process) and PMI (Project Management Institute). ITIL is a set of best practices for IT service management owned by the UK government. The current version is ITIL v3 which defines 5 stages of the service lifecycle: service strategy, service design, service transition, service operation, and continual service improvement. Each stage contains various processes and functions. The document also discusses differences between concepts in ITIL like processes, functions, and lifecycles compared to those in other frameworks.
ICT Cost Management And Savings General2control4IT
ICT costs are increasigly becoming an issue. This presentation shows option for getting most value out of your ICT at reasonable cost levels. Transparancy in costs and volumes are key.
SVAM provides managed IT services such as application development and maintenance, remote infrastructure management, and database administration. It utilizes an onshore-offshore delivery model called CorrectShoreSM to deliver these services at a lower cost while maintaining quality. SVAM has experience across various technologies and works with clients in industries such as telecommunications and manufacturing.
This document provides an overview of ITIL (Information Technology Infrastructure Library) and its key processes. It discusses the importance of ITIL for ensuring IT project success and describes the 26 ITIL management processes organized under Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. For each process, it provides a brief explanation of its purpose and important concepts. The document is presented by an IT expert from the National University of Singapore and is intended as an introduction to ITIL for IT professionals.
Alexander Lee Rhea is a Major Incident Manager and Change Manager with over 20 years of experience in IT service management roles. He has a Bachelor's Degree in Computer Information Systems and various ITIL certifications. He has extensive experience implementing and supporting ITSM tools like HP Service Manager, Remedy, Maximo, and IBM ManageNow. His experience includes roles managing incidents, problems, changes, releases and knowledge at Deutsche Bank, State Farm Insurance, and Bloomberg LP.
This document discusses how a leading private insurance company implemented a Business Process Management (BPM) solution from Newgen to improve critical business processes, increase employee productivity and efficiency, and achieve operational excellence. The solution helped reduce turnaround times, processing times, and operational costs by over 50-75% while increasing employee productivity by over 70% and volumes handled by almost 300%. It provided benefits like a 135% return on investment and improved customer service quality and satisfaction. The solution automated processes like new business and policy owner servicing across 37 locations.
This document summarizes iFix Texas' Q1 2013 operations. It shows that gross profits increased each month from January to March while expenses remained steady. It then outlines initiatives to increase profits in areas like bundling repairs and accessories, closing skills gaps through training, expanding accessory selection, and marketing through local businesses and events. Specific tactics, targets, and expected results are provided for each initiative aimed at improving operations and reducing costs in the coming quarter.
Wagonheim Law: Designing & Delivering Memorable PresentationsWagonheim Law
Wagonheim Law welcomed Joe Natoli to our December 2012 Drink 'N Think on delivering memorable presentations. Check out our other free events at www.wagonheim.com/drink-n-think
This document outlines the objectives and future development of a website. The main objectives are to create a children friendly hub for local information, showcase local talent through a forum, and increase awareness of the local area. It discusses design aspects like using a grid system and fitting pictures and captions on a page. Potential future developments include adding social media logins and expanding the site's Irish content.
This document outlines the objectives and future development of a website. The main objectives are to create a children friendly hub for local information, showcase local talent through a forum, and increase awareness of the local area. It discusses design aspects like using a grid system and fitting pictures and captions on a page. Potential future developments include adding social media logins and expanding the site's Irish content.
Responsabilidad social - carlos alberto castillo sarabiaRoyner Morales
En la comuna 4 de Valledupar, Colombia, hay varios factores como la deserción escolar y la drogadicción que afectan negativamente el desarrollo de los niños y jóvenes. Para abordar esta problemática, se propone usar la música vallenata como una herramienta de sensibilización y crear una academia de música para que los niños y jóvenes de la comuna inviertan su tiempo libre aprendiendo a tocar instrumentos musicales.
This document provides an overview of IT project management. It discusses the objectives of project management which are to deliver quality products on time and on budget. It defines key terms like project, project management, and program. It also describes the roles of a project manager, project sponsor, and project champion. Additionally, it outlines the typical project lifecycle phases of initiation, planning, execution, and closing and provides details about tasks in each phase like scheduling, budgeting, and staffing.
This document discusses A3 Performance Management Services that can be offered by hosting companies to their customers. It notes that web application performance is critical but faces challenges from increasing size, complexity, and user intolerance of delays. Both customers and hosting companies face these challenges. The A3 services can help with differentiation, incremental revenue, optimizing customer infrastructures, and improving customer satisfaction. The services have benefits like being easy to add and come with marketing support. Hosting companies can engage at various levels from reselling to white labeling the services. Discounts are provided based on the level of engagement.
Geo Spread India and UAE, 250+ IT professionals, 18 years in IT services. Offerings include monitoring, managing, operating networks, servers, applications and consulting. Strengths are service design, audits. Manage infrastructure like networks, desktops, servers, applications. Value comes from visibility, cost reduction, quick rollout and domain expertise. Customers across sectors.
Mortgage Cadence provides a comprehensive lending platform called Orchestrator that aims to help lenders streamline their operations. The platform offers end-to-end loan origination functionality, automated underwriting, business rules management, product and pricing configuration, and electronic document management. It also includes an origination portal that supports multiple business channels. The platform handles various loan types and can be implemented in phases, starting with standard configurations and then customizing workflows and integrations. Mortgage Cadence asserts that Orchestrator provides lenders with increased flexibility, scalability, and the ability to adapt to a changing industry while reducing costs and ensuring compliance.
Why IT Service Providers should switch their services from the traditional model to Managed IT Services?
What are Managed IT Services?
What are the benefits for IT Dealers / Service Providers and their customers?
Cloud Navigator is our tried and trusted way of helping you navigate quickly and effectively through the cloud. We offer incorporated cloud computing into your strategy, assessment of cloud computing scenarios & options, security & compliance check, sourcing & transformation advice, as well as adaptation of governance & operation.
DSquare Solutions provides analytical solutions to help customers make better decisions. It offers:
1) A full lifecycle of support for analytical decision making, including framing needs, managing data/models, generating insights, and monitoring decisions.
2) A structured information framework to cleanse, store, and analyze data to produce relevant insights through metrics, dashboards, and alerts.
3) Modeling and optimization capabilities including predictive models and optimization solutions to address challenges like resource allocation, customer attrition, and marketing optimization.
4) Engagement models ranging from consultative to fully embedded expertise via subscription or pay-per-use based on customer needs. Case studies demonstrate solutions for hotel revenue management and consumer
The document discusses Symantec's i3 for Web Servers and Indepth for Web application performance management solutions. These solutions provide visibility into the performance of web-based transactions and ensure performance is measured and managed. Specifically, they track key performance indicators of web sites, measure real user response times, and identify pages that are not meeting service level expectations. This allows organizations to monitor and improve the performance of business processes supported by their web sites.
Sinoptix faster business through application management outsourcingPaul Costea
Application Management outsourcing is an approach that saves clients time and money while giving them the peace of mind that they can benefit from their functionality at the highest level of availability.
CIBER provides outsourcing services for IT functions to help companies reduce costs, focus on innovation, and gain access to world-class capabilities. CIBER has experience in application development, infrastructure management, and can deliver services through onsite, offshore, and global centers. Outsourcing to CIBER provides flexibility, quality service, and cost savings through proven processes and experienced staff.
The document summarizes UCS Solutions' journey to implement SAP CRM to replace their outdated customer contact center system. Their previous system had technical limitations and could not keep up with changing customer requirements. SAP CRM was selected as it provided standard out-of-the-box functionality, best-in-class service management features, and integration with their SAP solutions. The implementation utilized SAP's rapid deployment suite and went live within 3 months, providing a foundation to improve service delivery and enhance customer satisfaction.
This document proposes developing an integrated customer service solution for SEC. It recommends a distributed model using middleware for integration. Key points:
1) A consortium of Fortrust and Blue-Crow will conduct an assessment of SEC's current customer service processes, infrastructure, and systems.
2) A phased approach is proposed, starting with basic integration and moving to a full CRM system and integrated processes.
3) Arguments are presented for both centralized and distributed call center models, with the consortium advising a distributed model using middleware to provide flexibility and scalability.
4) Next steps involve a comprehensive assessment using their customer service model, followed by business process modeling to identify areas for improvement.
DCR Workforce offers an easy-to-use, rapidly deployed, and scalable solution to help you gain control over your expense process with our industry-leading Vendor Management Software, Smart Track. The Expense Management module of the Smart Track solution ensures that your employees submitting expense reports and personnel processing them follow a thorough, coordinated, and automated process.
We take the complexity out of your IT infrastructure. Daymark architects, sells and implements data center infrastructure, data protection, virtualization, managed services and cloud services for businesses throughout New England.
We provide deep technical knowledge, extensive experience and proven methodologies that help our clients make strategic decisions, streamline the acquisition process and successfully implement cost-effective data management infrastructure solutions.
How to build an E-procurement Machine - Concept to-controlCoupa Software
Berkshire Bank implemented an e-procurement system from Coupa to gain greater control over spending and drive savings. The cloud-based system allowed for a rapid implementation across 41 branches. User adoption was increased through training, championing change, and making the system easier to use than alternatives. This provided real-time visibility into 100% of indirect spending. The bank can now more easily manage vendors, contracts, and policies. They expect to save 5-20% on managed spending and reduce purchasing operating costs by automating processes.
Managing Unprecedented Change with Business TransformationCisco Canada
This presentation will discuss how to manage change with business transformation, including: the shifting landscape, business imperatives and technology transformations, as well as, IT implications.
The document discusses how IT must transform from maintaining technology to delivering business innovation to address the "new normal" gap between business demands and IT capacity. It outlines challenges like innovation being delivered too slowly and current IT being expensive to sustain. The solution presented is for IT to accelerate innovation by leveraging new technologies and the cloud, transform processes through automation and efficiency, and secure systems to reduce risks. CA Technologies is positioned as an expert that can help service providers address these issues and capture new market opportunities through solutions that accelerate, transform, and secure their operations.
Introducing Business Agility and Governance to Your Customer CommunicationsPrecisely
It’s challenging for organizations to quickly update communications to meet customer needs while still complying with regulatory requirements. It takes most organizations up to three months to make simple updates to customer communications. With Forbes research indicating that 90% of customers expect an omnichannel experience, and 88% expecting their interactions across channels to be consistent this challenge is amplified.
Join this on-demand webinar to learn:
• The impact of disparate data and communications systems on your bottom line
• How an integrated customer engagement platform can reduce compliance errors while simultaneously providing a better customer experience
• How you can reduce customer communication updates from 90+ days down to less than 1 day
The document provides an overview of service transition in ITIL. It discusses the need for IT service management due to increasing business dependence on IT and complexity. The core values of service transition are to align IT services with business needs, improve quality, and reduce costs. Benefits include more customer-focused services, continuous improvement, and better relationships between IT and business. Service transition processes like change management, release management, and configuration management help plan and manage changes to services while minimizing risks and disruptions. The objectives are to efficiently plan and manage service transitions through controlled changes and knowledge management.
- Companies are facing challenges in managing greater volumes of less structured data, as 90% of data was created in the last 2 years, and adopting cloud platforms which impact architecture. This requires mixed database environments and new tools.
- Onomi offers a next generation database management service with highly skilled DBAs, high levels of automation, and outcome-driven and developer-friendly services to help enterprises address these changing data and platform needs.
- Onomi's services are designed to integrate with DevOps processes through features like dynamic outcome-based SLAs, customer control interfaces, and layering on automation while retaining skilled human expertise.
AT&T offers managed hosting solutions for SAP applications that provide security, reliability and performance. Key benefits include predictable monthly costs, high availability of SAP systems, and proactive monitoring and maintenance. Services include hosting SAP applications in AT&T data centers, network management, disaster recovery, compliance services, and application management to offload technical tasks. A smooth transition process is designed to avoid business disruptions when moving to AT&T's hosting platform.
2. Size and Complexity Explosion
Size and Complexity Growth
Year Size Objects
1995 14.1K 2.3
2010 498K 75
2012 684K 83
(Est)
Source: Strangeloop Networks, 2011
3. Decreased User Tolerance for
Delay
• 47 percent of consumers expect
an ecommerce page to load in 2
seconds or less
• 40 percent of shoppers wait no
more than 3 seconds before
abandoning a site
• People will visit an e-commerce
site less often if it is slower than
one or more close competitors
by more than 250 milliseconds
Sources: Forrester Research, 2009
New York Times, 2012
4. Getting It Right Is Very Rewarding
For Examples:
• Shopzilla increased revenue by
12% and page views by 25% by
improving page load times from
6 to 1.2 seconds
• Amazon has increased revenue
by 1% for every 100 milliseconds
of page load performance
• Aol found that the users with the
top 10% of site speed viewed
50% more pages than visitors in
the bottom 10%
5. About Naalium
What You Should Know
• We provide affordable, high quality website, application and infrastructure
optimization using a virtual service model
• Providing Capacity Management solutions for over 11 years
• Senior personnel have over 50 years of combined Capacity Management
experience
• Certified with all of the leading solutions used to facilitate the service
• Experience with IT Operations, including ITIL, as well as a strong knowledge
of security
6. About the A3 Services Suite
• Collection of Capacity
Management solutions finely
tailored to your organization’s
specific needs
• Unique service model provides
a new cost paradigm
• Pricing model allows you to
afford a broad spectrum of
ongoing service
• Affordability of these solutions
allows you to leverage BST as a
virtual performance
department
7. KEY BENEFITS:
Virtual Performance Team
• Service portal facilitates all
aspects of the service
• Best practice methodologies
streamline service management
• Regular reporting provides you
with key insights via statistics,
analysis and recommendations
from performance experts
• Ad hoc service is available to
meet unplanned requirements
• Quality enhanced by strong
knowledge of your specific
environment and direction
8. KEY BENEFITS:
New Cost Paradigm
• All services are provisioned
virtually
• Pricing is optimized for cost
effective recurring service
– Legacy consulting approaches deliver a
small number of service engagements at a
$ higher cost
– Full annual recurring service model is less
Service expensive
• Highly optimized processes
– Rapid setup
– Cost effective access to senior level
expertise
– Minimal customer time and effort
required
– Consistent quality service experience
9. APPLICATION MONITORING:
Front-end and Back-end
• Front-end monitoring uses simulated
user traffic to measure end-to-end
performance of transactions
• Back-end monitoring captures
infrastructure statistics specific to
application performance
• Includes warning and critical
application performance alerts for
improved reactive management
• Pin-points the source of
user-affecting incidents
• Minimizes the duration of incidents
10. APPLICATION MONITORING:
Proactive Incident Avoidance
• Regular review of data and reports
by experts includes identifying
potential issues
• All areas of concern are
documented and clarified, including
actionable recommendations for
minimizing risk
• What-if analysis performed, per
your requirements
• Enhanced service and support can
be provided, as needed, to address
particularly challenging issues
11. APPLICATION MONITORING:
Business Impact Analysis
• Provides you with cost and
revenue data correlated with
performance measurements
• Provides invaluable insight into
how the performance of web
applications relates to financial
performance
• Supports business decision making
by providing a cost and/or
revenue justification for
application performance
investments
12. APPLICATION MONITORING:
Meet Online Service Targets
• Measures and reports metrics
directly related to the user
experience
• Allows for the creation of realistic
and valuable service level targets
• Performance to target is clear and
enables regular quality
management analysis and
decision making
• User experience metrics provide
correlation between service
and/or revenue targets
13. LOAD TESTING:
Internal/External Load Generation
• Load generation and measurement
inside and outside the firewall
• Allows for load testing to be
optimized based on the application’s
environment
• Enables accurate forecasting of
system performance at and/or above
anticipated load levels
• Can help simulate failover conditions
or other critical scenarios
• Excellent way to test and improve
pre-production applications before
launch
14. LOAD TESTING:
Application Tuning and Optimization
• Performance analysts ensure
applications and infrastructure are
fully optimized
• Applications and associated
infrastructure are tuned to more
efficiently serve transactions
• Bottlenecks are identified and
removed
• Standard reporting includes
recommendations for optimization
• Advanced optimization design
services can be provided if required
15. LOAD TESTING:
Ensure Successful Launch of New Apps
• Expert testers ensure accurate
results and successful product
launches. No surprises!
• Ensures you are able to meet
customer demand and volumes
when you go live
• Deliver predictable and positive
user experiences from day one
• Retain new customers and
establish a reputation for quality
service
16. CAPACITY PLANNING:
Application and Infrastructure Sizing
• Valuable at any phase of the app
life cycle but especially during
early phases
• Provides invaluable insight into
the design process
• Timely and cost effective way to
evaluate the impact of different
scenarios
• Accurate estimates of
infrastructure costs
• Complex tool set managed by
experienced technical
professionals
17. CAPACITY PLANNING:
Application and Server Consolidation
• Makes better use of
underutilized resources
• Allows sharing of infrastructure
among applications and
maximizes capital investment
• Reduces hardware upgrade
requirements
• Establishes optimal strategies for
planning and executing the
consolidation transition
18. CAPACITY PLANNING:
Effective IT Budgeting
• Modeling and forecasting
enables accurate IT budgeting
based on business volumes
• Expenditures can be more tightly
aligned to the pace of changing
requirements
• Capital expenditure can be
deferred until actually required
based on a stronger
understanding of business
requirements and the
corresponding margin of safety
19. BUSINESS DRIVERS:
Brand Differentiation
• Performance is key to
distinguish your organization
from others
• Performance has a greater
impact than design
• High performance
demonstrates your
commitment to the user
experience
• Customers will gravitate
towards sites with higher
performance
20. BUSINESS DRIVERS:
Customer Retention
• Users that wait less
leave less
• Higher performance means
longer and more extensive
site visits
• Customers are more likely
to return to sites with
higher performance
• As a bonus, users will
recommend their favourite
sites to others