Den bredeste Service Desk Service Desk konference SOS Forum
|
|
- Cornelius Melton
- 8 years ago
- Views:
Transcription
1 Den bredeste Service Desk Service Desk konference SOS Forum Senior Director Morten Østergaard Director Gitte Ryholl Director Lene Dueholm 1
2 Agenda Intro How Current Status 2
3 LEGO Service Center: Direction and key transformation steps Ambition: Deliver an organization where continuous improvements are the norm and value creation the ongoing focus area based on an agile customer focused and performance oriented highly competent global skill base Design and Plan Design LSC implementation program Unfreeze the organization Secure daily operation Implement Implement program objectives Structure and develop the organization Secure daily operation Institutionalize Institutionalize new operating model and organizational structure Institutionalize LSC culture elements Deliver value add Secure and further develop daily operation Continuous Improvement - Realization of Value Add Ongoing continuously improvements based on LEAN with proven value add effect Global aligned operation model based on ITIL supporting TLG further development with agility and effectiveness Customer focused, performance oriented and continuous improvements enabled global skill base 3
4 Program Priorities and Initiatives Status LSC program initiatives Mission: Our services enable our customers to improve and to focus on their core processes, by giving them the possibility to choose the right balance between cost and customization that fit their and the LEGO Group goals Strategic focus areas Customers Value creation Processes Innovation Employees Multi-functional service desk Complete Service Catalogue Service Level Agreements (SLA) Charge back model Balanced scorecard reporting LEAN tool and method LEAN training Innovation program Build competencies and employee commitment 4
5 Implementation Plan based on the Service Delivery Model Global 24/7 Agreed Solution time Customer Users 3 5 Service Level Management Self Service 4 Service desk Consultants Advisors R&D Corporate functions Performance Management Continuous Improvement LEAN Best practice Service processes ITIL 1 2
6 Challenges Structure the global setup that covers all sites proximity, local legislation, critical mass etc. challenges Transparency around services, SLA s and finance model, i.e. charge back Show and document value add - effectiveness and efficiencies Innovation and continuous improvement processes and effects LEAN in effect Stabilize, institutionalize and optimize the Service Desk in all functional areas Get full buy-in from all our employees and our customers change management Keep the momentum while securing and further developing our daily operation prioritization 6
7 Agenda Intro How Current Status 7
8 Project Start Autumn 2007 Project strategy -We want to user ITIL as a framework -We want to use the experience from the existing IT Service Desk -We want to use the same service management tool (Assyst) as we have used in IT since The existing processes already implemented in IT must not suffer or be impacted 8 Incident Management 8 Problem Management 8 Change and Release Management 8 Configuration Management 8
9 Important statement Find the relevant Incidents and Service Request categories including volume estimate Make Incidents and Service Request and corresponding workflows common sense for our staff! 9
10 ITIL as the framework Organizing for Service Desk - Type of Service Desk - First line, Second line organizing - Service approach - Staffing - Skills - Opening hours - Input channels Incident Management and Request Fulfillment - Starting from the tool perspective and current IT implementation - Good practice - Common sense 10
11 One size fits all? Different Areas Different solutions Different road Same goal 11
12 Service Management tool Assyst 7 Client version - AssystWeb as Service Desk tool except for IT - AssystMobile as tool for craftsman - AssystNet as tool for selfservice including ordering, track and trace, access to knowledge base and registration Phone system 12
13 It is all about People -Involvement -Training sessions -Follow-up -Status meetings -On-site support -Fix issues 13
14 Agenda Intro How Current Status 14
15 Service Desk - Status Achiements Facility Service Desk 1 January 2008 Finance Service Desk 1 March 2008 In-direct Procurement Service Desk 1 April 2008 Multifunctional Service Desk (Enfield) 1 July 2008 Assyst frontend self service Next step HR Service Desk (Billund) ROW Service Desk setup Review service desk setup Develop customer interaction platform Implement further self service 15
16 User satisfaction score Results ,3 Index ,7 83,1 81,4 78, , ,9 88,4 85,485,7 85,5 85,2 IT FAC FIN jan feb mar apr may jun jul aug sep oct nov dec Results 2007 Index ,8 89,1 87,7 87,1 83,2 83,3 86,6 87, ,1 83,7 82,3 IT jan feb mar apr may jun jul aug sep oct nov dec 16
17 Performance on incidents & requests Incidents & requests closed on time 2008 IT (incl. Corporate) FIN FAC 95% 95% 95% 93% 91% 90% 93% 96% 94% 100% 96% 98% 98% 98% 98% 98% 98% 74% 73% 72% 69% 79% 81% 74% 62% 58% jan feb mar apr maj jun jul aug sep okt nov dec jan feb mar apr maj jun jul aug sep okt nov dec jan feb mar apr maj jun jul aug sep okt nov dec Number of incidents & requests closed 2008 IT (incl. Corporate, excl. alerts) FIN FAC jan feb mar apr maj jun jul aug sep okt nov dec 0 jan feb mar apr maj jun jul aug sep okt nov dec 0 jan feb mar apr maj jun jul aug sep okt nov dec 17
18 Performance on incidents & requests Incidents & requests closed on time 2008 Indirect Procurement HR (only US service desk) 100% 99% 95% 100% 100% 99% 97% 95% 96% 93% 43% jan feb mar apr maj jun jul aug sep okt nov dec jan feb mar apr maj jun jul aug sep okt nov dec Number of incidents & requests closed 2008 Indirect Procurement HR (only US service desk) jan feb mar apr maj jun jul aug sep okt nov dec jan feb mar apr maj jun jul aug sep okt nov dec 18
19 Learnings As with any other change high management attention and support is a MUST. Virtually multifunctional is a challenge functional goals needs to be aligned with those of a Service Desk. Persons in the Service Desks are essential, and must be selected carefully. Dedicated ressources seem more successful (and satisfied) than specialists taking shifts. 19
20 Learnings Think about the balance between getting directly to a specialist who can solve the request, and single point of contact for any service question. Think about interfaces.. What is IT and what is Finance? (e.g. question to use of SAP). Also from a users point of view they still don t know who to call or which menu to choose. Culture of users may have impact. American users seem to adapt better to the idea, than the European users. 20
21 Learnings Good experience for the user is the best marketing. They they will call again next time! Balance between incidents and service requests are different from function to funtion this has an impact on relevant KPI s (eg. first call resolution). Focus on positve measurements in the beginning. Don t just re-use measurements from any current service desk. Problem process and Trend Analysis are also relevant in other functional areas than IT. 21
22 Questions and Comments 22
AT&T Global Network Client for Windows Product Support Matrix January 29, 2015
AT&T Global Network Client for Windows Product Support Matrix January 29, 2015 Product Support Matrix Following is the Product Support Matrix for the AT&T Global Network Client. See the AT&T Global Network
More informationCOMPARISON OF FIXED & VARIABLE RATES (25 YEARS) CHARTERED BANK ADMINISTERED INTEREST RATES - PRIME BUSINESS*
COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) 2 Fixed Rates Variable Rates FIXED RATES OF THE PAST 25 YEARS AVERAGE RESIDENTIAL MORTGAGE LENDING RATE - 5 YEAR* (Per cent) Year Jan Feb Mar Apr May Jun
More informationCOMPARISON OF FIXED & VARIABLE RATES (25 YEARS) CHARTERED BANK ADMINISTERED INTEREST RATES - PRIME BUSINESS*
COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) 2 Fixed Rates Variable Rates FIXED RATES OF THE PAST 25 YEARS AVERAGE RESIDENTIAL MORTGAGE LENDING RATE - 5 YEAR* (Per cent) Year Jan Feb Mar Apr May Jun
More informationCase 2:08-cv-02463-ABC-E Document 1-4 Filed 04/15/2008 Page 1 of 138. Exhibit 8
Case 2:08-cv-02463-ABC-E Document 1-4 Filed 04/15/2008 Page 1 of 138 Exhibit 8 Case 2:08-cv-02463-ABC-E Document 1-4 Filed 04/15/2008 Page 2 of 138 Domain Name: CELLULARVERISON.COM Updated Date: 12-dec-2007
More informationAnalysis One Code Desc. Transaction Amount. Fiscal Period
Analysis One Code Desc Transaction Amount Fiscal Period 57.63 Oct-12 12.13 Oct-12-38.90 Oct-12-773.00 Oct-12-800.00 Oct-12-187.00 Oct-12-82.00 Oct-12-82.00 Oct-12-110.00 Oct-12-1115.25 Oct-12-71.00 Oct-12-41.00
More informationEnhanced Vessel Traffic Management System Booking Slots Available and Vessels Booked per Day From 12-JAN-2016 To 30-JUN-2017
From -JAN- To -JUN- -JAN- VIRP Page Period Period Period -JAN- 8 -JAN- 8 9 -JAN- 8 8 -JAN- -JAN- -JAN- 8-JAN- 9-JAN- -JAN- -JAN- -JAN- -JAN- -JAN- -JAN- -JAN- -JAN- 8-JAN- 9-JAN- -JAN- -JAN- -FEB- : days
More informationThe Danish Story of Public Payment Act
The Danish Story of Public Payment Act Lessons Learned Nanna Skovgaard(nas@oes.dk) Head of Department Agency for Governmental Management Ministry of Finance Agenda Agency for Governmental Management Public
More informationService Management Policy
Service Management Policy XIT-POL-006 Policy - PUBLIC- Author Jan Pavel Version 1.4 Status Reviewed by Approved by Responsible Final Tomas Kucera Tomas Kucera Pavel JANÁK Valid from 9.6.2010 Scope Whole
More informationSupply Quality Assurance
Supply Quality Assurance Electric / Gas T&D, Hydro, Solar and Fossil Fuel Power Generation 2014 Supplier Conference Jim Adamson Director, Supplier Quality Assurance Engaging With Suppliers How Supplier
More informationManaging Projects with Practical Software & Systems Measurement PSM
Managing Projects with Practical Software & Systems Measurement PSM Mauricio Aguiar PSM Qualified Instructor TI Métricas Ltda. Av. Rio Branco 181/1910 Rio de Janeiro, RJ Brazil 20040-007 www.metricas.com.br
More informationAshley Institute of Training Schedule of VET Tuition Fees 2015
Ashley Institute of Training Schedule of VET Fees Year of Study Group ID:DECE15G1 Total Course Fees $ 12,000 29-Aug- 17-Oct- 50 14-Sep- 0.167 blended various $2,000 CHC02 Best practice 24-Oct- 12-Dec-
More informationConsumer ID Theft Total Costs
Billions Consumer and Business Identity Theft Statistics Business identity (ID) theft is a growing crime and is a growing concern for state filing offices. Similar to consumer ID theft, after initially
More informationComputing & Telecommunications Services Monthly Report March 2015
March 215 Monthly Report Computing & Telecommunications Services Monthly Report March 215 CaTS Help Desk (937) 775-4827 1-888-775-4827 25 Library Annex helpdesk@wright.edu www.wright.edu/cats/ Last Modified
More informationCENTERPOINT ENERGY TEXARKANA SERVICE AREA GAS SUPPLY RATE (GSR) JULY 2015. Small Commercial Service (SCS-1) GSR
JULY 2015 Area (RS-1) GSR GSR (LCS-1) Texarkana Incorporated July-15 $0.50690/Ccf $0.45450/Ccf $0.00000/Ccf $2.85090/MMBtu $17.52070/MMBtu Texarkana Unincorporated July-15 $0.56370/Ccf $0.26110/Ccf $1.66900/Ccf
More informationProcess Validation Workshops. Overview Session
Process Validation Workshops Overview Session 2 Session Objectives: Prepare staff for participating in a Process Validation Workshop Clarify the Purpose of Process Validation Workshops Clarify Expected
More informationEmployers Compliance with the Health Insurance Act Annual Report 2015
Employers Compliance with the Health Insurance Act Annual Report 2015 ea Health Council Health Council: Employers Compliance with the Health Insurance Act 1970 Annual Report 2015 Contact us: If you would
More informationBT Retail Social Media making it easy for our customers
BT Retail Social Media making it easy for our customers Dawn Walton, GM Central Planning Nigel Elliott, Social Media Channel Manager Kerry Gulloch, Social Media Communities Manager Agenda o How we ended
More informationImportant Dates Calendar 2014-2015 FALL
Important Dates Calendar 204-205 FALL Rev. 6-8-4 st 8 H st 0 2nd 0 st 5 2nd 5 3rd 5 LSC Advanced Registration Begins May 27 May 27 May 27 May 27 May 27 May 27 May 27 May 27 May 27 Returning Students Advanced
More informationP/T 2B: 2 nd Half of Term (8 weeks) Start: 25-AUG-2014 End: 19-OCT-2014 Start: 20-OCT-2014 End: 14-DEC-2014
2014-2015 SPECIAL TERM ACADEMIC CALENDAR FOR SCRANTON EDUCATION ONLINE (SEOL), MBA ONLINE, HUMAN RESOURCES ONLINE, NURSE ANESTHESIA and ERP PROGRAMS SPECIAL FALL 2014 TERM Key: P/T = Part of Term P/T Description
More informationP/T 2B: 2 nd Half of Term (8 weeks) Start: 26-AUG-2013 End: 20-OCT-2013 Start: 21-OCT-2013 End: 15-DEC-2013
2013-2014 SPECIAL TERM ACADEMIC CALENDAR FOR SCRANTON EDUCATION ONLINE (SEOL), MBA ONLINE, HUMAN RESOURCES ONLINE, NURSE ANESTHESIA and ERP PROGRAMS SPECIAL FALL 2013 TERM Key: P/T = Part of Term P/T Description
More informationP/T 2B: 2 nd Half of Term (8 weeks) Start: 24-AUG-2015 End: 18-OCT-2015 Start: 19-OCT-2015 End: 13-DEC-2015
2015-2016 SPECIAL TERM ACADEMIC CALENDAR For Scranton Education Online (SEOL), Masters of Business Administration Online, Masters of Accountancy Online, Health Administration Online, Health Informatics
More information2015-16 BCOE Payroll Calendar. Monday Tuesday Wednesday Thursday Friday Jun 29 30 Jul 1 2 3. Full Force Calc
July 2015 CM Period 1501075 July 2015 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 August 2015 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26
More informationBROMSGROVE DISTRICT COUNCIL PERFORMANCE MANAGEMENT BOARD 16 DECEMBER 2008 PERFORMANCE MANAGEMENT BOARD PROPOSED PROGRAMME 2008/09
BROMSGROVE DISTRICT COUNCIL PERFORMANCE MANAGEMENT BOARD 16 DECEMBER 2008 PERFORMANCE MANAGEMENT BOARD PROPOSED PROGRAMME 2008/09 Responsible Member Responsible Head of Service Councillor - James Duddy,
More informationCAFIS REPORT 2015.10
CAFIS REPORT 2015.10 INDEX Message CAFIS Inbound 03-06 07-08 CAFIS Arch 09-10 CAFIS Brain 11-12 CAFIS Global 13-14 What We Do 15-16 About CAFIS 17-18 Services for Member Stores 19-34 Services for Card
More informationProposal to Reduce Opening Hours at the Revenues & Benefits Coventry Call Centre
Proposal to Reduce Opening Hours at the Revenues & Benefits Coventry Call Centre Proposal To change the opening hours of the Revenues & Benefits Call Centre to 9am until 5pm Monday to Friday with effect
More informationDetailed guidance for employers
April 2015 3 Detailed guidance for employers Appendix A: Pay reference periods This document accompanies: Detailed guidance no. 3 Assessing the workforce Pay reference period calendars where the definition
More information4/1/2009. Short-termterm
Hi, my name is Susan ITIL in the Workplace The Practical Application of a Best Practice Framework Susan Ryan April 3, 2009 IT industry worker for over 25 years ITIL v2 Manager Certified itsmf Minnesota
More informationAgriLife Information Technology IT General Session January 2010
AgriLife Information Technology IT General Session January 2010 Agenda Topics Year in Review Enterprise IT Services Update FirstCall Overview and Next Steps Sophos Antivirus Initiative Update Information/
More informationRoles: Scrum Master & Project Manager
Roles: Scrum Master & Project Manager Scrum Master: Facilitate collaborative meetings Track team performance Remove impediments (Risk, Issue) Validate team alignment to Agile framework and scope Drive
More informationAccident & Emergency Department Clinical Quality Indicators
Overview This dashboard presents our performance in the new A&E clinical quality indicators. These 8 indicators will allow you to see the quality of care being delivered by our A&E department, and reflect
More informationStudent Contact Center: From Development to Delivery. A Vision for Anytime, Anywhere Student Services
Student Contact Center: From Development to Delivery A Vision for Anytime, Anywhere Student Services The Vision Single Source of Information Walk In Needs Met Here! Phone Email Agents empowered Departments
More informationEDI Services helps healthcare network streamline workflow, increase productivity, and improve revenue cycle management.
GE Healthcare Results summary 2008 2010 Reduced eligibility rejection rate from 2% to 0.8% Reduced overall rejection rate from 6.4% to 4% Reduced cost to collect from 8.3% to 6.3% Increased the number
More informationITD Help Desk Traffic Report May 2002
ITD Help Desk Traffic Report May 2002 Call volumes and resolution times within the CONSULT Remedy workgroup June 10, 2002 Christopher King Help Desk Manager NC State University chris_king@ncsu.edu Information
More information1. Introduction. 2. Performance against service levels 1 THE HIGHLAND COUNCIL. Agenda Item. Resources Committee 26 th March 2003 RES/43/03
1 THE HIGHLAND COUNCIL Resources Committee 26 th March 2003 Performance report for January / February 2003 Report by the Information Systems Client Manager Agenda Item Report No 18 RES/43/03 Summary This
More informationMetric of the Month: The Service Desk Balanced Scorecard
INDUSTRY INSIDER 1 Metric of the Month: The Service Desk Balanced Scorecard By Jeff Rumburg Every month, in the Industry Insider, I highlight one key performance indicator (KPI) for the service desk or
More informationService Improvement Plan. DRAFT v.0.1. Harrow IT Services
Harrow IT Services Service Improvement Plan DRAFT v.0.1 Harrow IT Services October 20 Contents 1. Introduction... Error! Bookmark not defined. 2. The Vision for HITS... Error! Bookmark not defined. 3.
More information1. Introduction. 2. User Instructions. 2.1 Set-up
1. Introduction The Lead Generation Plan & Budget Template allows the user to quickly generate a Lead Generation Plan and Budget. Up to 10 Lead Generation Categories, typically email, telemarketing, advertising,
More informationJUN 2012. Technology Services. Peak Metrics Report Out D E N V E R PERFORMANCE
JUN Technology Services D E N V E R Vision Alignment Citywide Vision: We will deliver a world-class city where everyone matters. Agency Vision : We will become the nation s model for delivery of technology,
More informationFY 2015 Schedule at a Glance
Coaching and Mentoring for Excellence Oct 21 23, 2014 $2,950 Residential Coaching and Mentoring for Excellence Apr 7 9, 2015 $2,400 Non-residential Coaching and Mentoring for Excellence May 27 29, 2015
More informationEaster Seals Central Texas Programs Outcome Profiles Monthly and Year to Date FY 2011 85% 87% 80% 80% 84% 84% 83%
I. Outcomes Indicators for individuals receiving services: (Service Delivery Effectiveness) 85% 87% 80% 80% 84% 84% 83% A. Access Sep 10 Oct 10 Nov 10 YTD Dec 10 Jan 11 Feb 11 YTD Mar 11 Apr 11 May 11
More informationCourse Riyadh Jeddah Al Ahsa
# Course Riyadh Jeddah Al Ahsa Date Month Date Month Date Month 1 Certified Patient Safety Officer 22 to25 Mar 2 Certified in Healthcare Financial Management 12 to 15 Apr 3 Certified Professional in Human
More informationCity of Minneapolis RCA Provision of IT Services. Committee of the Whole February 11, 2015
City of Minneapolis RCA Provision of IT Services Committee of the Whole February 11, 2015 Background IT Services contract with Unisys signed 12/2002 Unisys contract renegotiated in 2007 Reduced cost, added
More informationSESSION 109 Monday, November 2, 10:15am - 11:15am Track: Strategic View
SESSION 109 Monday, November 2, 10:15am - 11:15am Track: Strategic View It's All About the Services: Implementing a Service Portfolio Nelli Serifovski Senior Process Manager, NNIT A/S nser@nnit.com Session
More informationOPERATIONS SERVICE UPDATE
OPERATIONS SERVICE UPDATE EXECUTIVE SUMMARY Policy Processing At the June 24 Citizens Board of Governors meeting, Staff committed to achieving year end policy processing service goals by September 1, 24.
More informationManaging Open Source Code Best Practices
Managing Open Source Code Best Practices September 24, 2008 Agenda Welcome and Introduction Eran Strod Open Source Best Practices Hal Hearst Questions & Answers Next Steps About Black Duck Software Accelerate
More informationBusiness Technology Advisory Council May 2011
Business Technology Advisory Council May 2011 Leo de Sousa, Manager, Application Services and Enterprise Architecture British Columbia Institute of Technology Agenda BTAC Summary Statistics Compliance
More informationCommittee of the Whole. January 22, 2014
Committee of the Whole January 22, 2014 Drivers for 2003 IT Outsourcing Cost savings - privatization model ($2- $3MM/year) Cost avoidance Data center lease with County expiring ($3.5MM) Disaster recovery
More informationStephen Doune HRIS Project Manager Plan International
Stephen Doune HRIS Project Manager Plan International Content 1. About Plan International 2. The Challenge 3. The Vision 4. About Assima 5. The Projects 6. The Timeline 7. Partner Selection 8. Key 1st
More informationSupervisor Instructions for Approving Web Time Entry
Supervisor Instructions for Approving Web Time Entry Time Approval Deadlines by Category Local 2110 Members members submit time by NOON on Monday of the pay week. Time should be approved no later than
More informationBusiness Plan Example. 31 July 2020
Business Plan Example 31 July Index 1. Business Overview 1.1Objectives 1.2Vision Mission and Values 1.3 Keys to Success 2. Business Management 3. Services 2.1 Company Summary 2.2 Company Ownership 2.3
More informationIT Governance. Infocom India Presentation. Pathfinder Technology Solutions. December 6, 2006
IT Governance Infocom India Presentation December 6, 2006 Pathfinder Technology Solutions Agenda Why have IT Governance? What is IT Governance? Various elements of IT Governance Frameworks for IT Governance
More informationREWRITING PAYER/PROVIDER COLLABORATION July 24, 2015. MIKE FAY Vice President, Health Networks
REWRITING PAYER/PROVIDER COLLABORATION July 24, 2015 MIKE FAY Vice President, Health Networks AGENDA ACO Overview ACO Financial Performance ACO Quality Performance Observations 2 AGENDA ACO OVERVIEW ACO
More informationPresentation Objectives
Get On-Board with New Employee On-Boarding Aaron Austin, MBA VP of Administration & Chief Human Resources Officer, Saint Joseph Regional Medical Center (South Bend, IN) Jennifer Straw Director of Compensation
More informationSAP NetWeaver Identity Management Experiences from an Implementation at Colgate-Palmolive Company
[ [ SAP NetWeaver Identity Management Experiences from an Implementation at Colgate-Palmolive Company Sarah Henriquez Senior Manager IT Risk Management, Colgate-Palmolive Kristian Lehment Product Manager
More informationKELLER INDEPENDENT SCHOOL DISTRICT
BOARD OF SCHOOL TRUSTEES KELLER INDEPENDENT SCHOOL DISTRICT 12B. Report Date: January 17, 2013 SUBJECT: FUNCTION: DELL SERVICES Technology DISTRICT KEY STRATEGIC PRIORITY: Educational Excellence Excellence
More informationGuest Presentation Test Environment Management
Guest Presentation Test Environment Management The Balance of Control & Agility By: Steven Iannuzzelli 1 Copyright ANZTB Agenda Our Services and Scope Why Test Environment Management CBA Context Environment
More informationReport to/rapport au: OTTAWA PUBLIC LIBRARY BOARD CONSEIL D ADMINISTRATION DE LA BIBLIOTHÈQUE PUBLIQUE D OTTAWA. May 12, 2014 Le 12 mai 2014
3 Report to/rapport au: OTTAWA PUBLIC LIBRARY BOARD CONSEIL D ADMINISTRATION DE LA BIBLIOTHÈQUE Submitted by/soumis par : Matthew Pritz Manager, Business Services / Chef de Service, Services aux entreprises
More informationCABINET 9 th February 2006. Report of the Director of Partnerships and Customer Services
CABINET 9 th February 2006 Report of the Director of Partnerships and Customer Services ITEM 11 CRM DEVELOPMENT Purpose of the Report To seek approval to the replacement for the Council s Customer Relationship
More informationUS Army Corps of Engineers. Vision Statement. Be the premier stewards of entrusted hydropower resources
Vision Statement Be the premier stewards of entrusted hydropower resources Mission Statement Provide reliable hydroelectric power services at the lowest possible cost, consistent with sound business principles,
More informationTERMS OF REFERENCE FOR THE HUMAN RESOURCES AND COMPENSATION COMMITTEE
I. PURPOSE The purpose of the Human Resources and Compensation Committee (the Committee ) is to assist the Board in fulfilling its obligations relating to human resource and compensation policy and related
More informationFoundation. Summary. ITIL and Services. Services - Delivering value to customers in the form of goods and services - End-to-end Service
ITIL ITIL Foundation Summary ITIL and s Design s - Delivering value to customers in the form of goods and services - End-to-end ITIL Best Practice - Scalable and not prescriptive - Gathered from Users,
More informationIn accordance with risk management best practices, below describes the standard process for enterprise risk management (ERM), including:
Enterprise Risk Management Process and Procedures Scope In accordance with risk management best practices, below describes the standard process for enterprise risk management (ERM), including: Risk identification
More informationIS Management, ITIL, ISO, COBIT...
IS Management, ITIL, ISO, COBIT... Orsys, with 30 years of experience, is providing high quality, independant State of the Art seminars and hands-on courses corresponding to the needs of IT professionals.
More information2016 Examina on dates
Please note the following informa on: The following exams are available throughout the year: Please click on the exam for which you wish to see the dates. When you have finished, you can select to return
More informationPurchased Services Areas of Opportunity:
Purchased Services Areas of Opportunity: How Texas Children's Hospital Achieved Significant Cost Savings For Its Contract Staffing Purchased Services Presented by Edward M. Lewis, C.P.M., CMRP Supply Chain
More informationCEI Document Management in S/4 Initial Call
CEI Document Management in S/4 Initial Call, SAP Labs India Dec 2015 Disclaimer The information in this document is confidential and proprietary to SAP and may not be disclosed without the permission of
More informationBS EN 16001 Energy Management Systems VICTORIA BARRON, PRODUCT MARKETING MANAGER, BSI
BS EN 16001 Energy Management Systems VICTORIA BARRON, PRODUCT MARKETING MANAGER, BSI Agenda Energy Management in context Why Energy Management? Business Needs How BS EN 16001 helps organisations meet
More information2015 Examination dates
Please note the following information: The following exams are available throughout the year: BULATS Paper-based: Please click on the exam for which you wish to see the dates. When you have finished, you
More information1. Introduction to CSR s 2. City of Vancouver Services Review 3. Squamish Service Squamish Initiative 4.Squamish Core Service Reviews 5.
1. Introduction to CSR s 2. City of Vancouver Services Review 3. Squamish Service Squamish Initiative 4.Squamish Core Service Reviews 5. Prince George Core Service Reviews 6.Port Moody in progress 7. The
More informationThe Importance of Care Coordination: The Partnerships
The Importance of Care Coordination: The Partnerships Partnerships for Health for Health Experience A Chronic Disease Prevention and Management Demonstration Project Mike Hindmarsh: Project Leadership
More informationPerformance Measures. First Quarter 2012
Performance Measures First Quarter 2012 1Q2012 Earn & Retain Community Trust 6 Performance Measures: Ridership Cost Efficiency (Cost per Revenue Hour) Cost Effectiveness (Cost per Passenger) Service Effectiveness
More informationExecutive Branch IT Reorganization Project Plan
Office of Information Resource Management Executive Branch Project Plan Work Program Funded by for IT Appropriations Reorganization 2007, 2009 and Five Small Projects Date: August 2009 Version: 1.3 Revision
More informationIntroduction to the Danish Gambling market. Experiences from Denmark
Introduction to the Danish Gambling market Experiences from Denmark The Danish Gambling Authority Placed within the Ministry of Taxation Ministerial counselling, administration and law interpretation Monitoring
More informationAryzta Commercial Excellence (ACE) ACE Project Overview
Aryzta Commercial Excellence (ACE) ACE Project Overview ( Cloud for Customer, mobile BI, Product Catalogue ) Agenda Introduction to ARYZTA Overview of the Project: Background, Objectives and Key Business
More informationProzessautomatisierung mit SAP Netweaver BPM bei Boehringer Ingelheim 20. Mai 2014
Prozessautomatisierung mit SAP Netweaver BPM bei Boehringer Ingelheim 20. Mai 2014 Dr. Torsten Grünewald Global Business Services / Process Management Boehringer Ingelheim Pharma GmbH&Co KG Boehringer
More informationImplementing Capacity Management within SIAM (Service Integration & Management) Amrit Bhattacharya
Implementing Capacity Management within SIAM (Service Integration & Management) Amrit Bhattacharya amrit.bhattacharya@accenture.com amrit_infi@yahoo.co.in https://no.linkedin.com/pub/amrit-bhattacharya/16/2a1/586
More informationHealth Information Technology and Quality Improvement
Health Information Technology and Quality Improvement A Public Health Approach NYC Department of Health and Mental Hygiene Testimony before the New York City Council Committee of Technology in Government
More information2013-2014. oct 03 / 2013 nov 12 / 2013. oct 05 / 2013. oct 07 / 2013. oct 21 / 2013. oct 24 / 2013. nov 07 / 2013 nov 14 / 2013.
2013- ACADEMIC CALENDARS SOUTH UNIVERSITY 2013- ACADEMIC CALENDAR Fall 2013 Winter Spring Summer New Student Orientation Session II (Mid ) oct 03 / 2013 nov 12 / 2013 jan 09 / feb 18 / apr 03 / may 13
More informationAITS FY15 Metrics Report. 7/1/2015 University of Illinois Administrative Information Technology Services
AITS FY15 Metrics Report 7/1/215 University of Illinois Administrative Information Technology Services AITS FY15 Metrics Overview AITS provides a wide range of administrative information technology solutions
More informationMonetary Policy in Emerging Markets: Indonesia s s Case
Monetary Policy in Emerging Markets: Indonesia s s Case Hartadi A. Sarwono, Deputy Governor Paper presented at The OECD-CCBS CCBS Seminar on Monetary Policy in Emerging Markets,, Paris, 28 February 2007.
More informationSEO Presentation. Asenyo Inc.
SEO Presentation What is Search Engine Optimization? Search Engine Optimization (SEO) : PPC and Organic Results Pay Per Click Ads The means of achieving top search engine results without having to incur
More informationDetermining Best Fit. for ITIL Implementations
Determining Best Fit for ITIL Implementations Michael Harris President David Consulting Group Agenda Why ITIL? The Evolution of IT Metrics Towards the Business What do businesses need from IT Introduction
More informationEMR Capacity Market Implementation Coordination Workshop
EMR Capacity Market Implementation Coordination Workshop Place your chosen image here. The four corners must just cover the arrow tips. For covers, the three pictures should be the same size and in a straight
More informationITS Managed IT Support
ITS Managed IT Support INCIDENT AND SURVEY REPORT From July 1, 2013 to July 31, 2014 T h e U n i v e r s i t y o f T e x a s a t A u s t i n I T S C U S T O M E R S U P P O R T S E R V I C E S ( C S S
More informationThanks to an extension of the scope of
UNIX OPERATION FOR AUTOMOTIVE MANUFACTURER CASE STUDY IT SERVICES AT A GLANCE: Industry: Automotive Founded: 1916 Headquarters: Munich Employees: ~ 110,000 In 2012, an international automotive enterprise
More informationHow To Implement Itil V3
2009 NMCI Conference: Implementing ITIL Session 1: ITSM Process ITSM COE Agenda Background ITSM Overview ITIL and Service Delivery Adopting ITIL to NGEN SE&I Activities 2 Background Develop Government
More informationPowerSteering Product Roadmap Your Success Is Our Bottom Line
Drive strategy. Accelerate results. cloud-based program & portfolio management software PowerSteering Product Roadmap Your Success Is Our Bottom Line Jay Hoskins Director of Product Management PowerSteering
More informationARIS 9 Highlights and Outlook
ARIS 9 Highlights and Outlook Karl Wagner Senior Vice President ARIS R&D 2013 Software AG. All rights reserved. ARIS at a Glance 2M END FIRST BPA Solution 25 SUCCESS LEADER YEARS OF 10,000 CUSTOMERS USERS
More informationPlanning and Performance Management Framework
This document is available, on request, in accessible formats, including Braille, CD, audio cassette and minority languages. Planning and Performance Management Framework NT/SPP/08/08/5648 0.5k CCD Index
More informationHong Kong Information Security Group TRAINING AGENDA
TRAINING AGENDA THE ITIL FOUNDATION CERTIFICATE IN IT SEVICE MANAGEMENT The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of
More informationBb Upgrade Timeline. Oct Nov Dec Jan 2011 Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan 2012. PDFmyURL.com
Bb Upgrade Timeline Oct Nov Dec Jan 2011 Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan 2012 Technology Create a training plan for Bb early adopters and mentors Conduct Transitioning to Bb 9.1 training
More informationCQC Compliance Monitoring Framework
At Care Group Level CQC Compliance Monitoring Framework 1. Utilising cascade training, Clinical Managers to ensure the staff within their Care Group are aware of the regulations, how to ensure compliance,
More informationRisk Management Solutions for Access Services Los Angeles, CA
Risk Management Solutions for Access Services Los Angeles, CA Presented by Shelly Verrinder, Executive Director, Access Services & Mark Nimmo, Senior Vice President, SullivanCurtisMonroe Prior Insurance
More informationStart Your. Business Business Plan
Start Your Waste Recycling Business A TECHNICAL STEP-BY-STEP-GUIDE OF HOW TO START A COMMUNITY-BASED WASTE RECYCLING BUSINESS Start Your Waste Recycling Business Business Plan INTERNATIONAL LABOUR OFFICE
More informationFrom Virtualized to ITaaS. Copyright 2011 EMC Corporation. All rights reserved.
From Virtualized to ITaaS 1 Priority Discussion Topics Laying the foundation for IT-as-a- with the right architecture Key process areas and capabilities that need to be rethought during the process (ie.
More informationAnalytic-Driven Quality Keys Success in Risk-Based Contracts. Ross Gustafson, Vice President Allina Performance Resources, Health Catalyst
Analytic-Driven Quality Keys Success in Risk-Based Contracts March 2 nd, 2016 Ross Gustafson, Vice President Allina Performance Resources, Health Catalyst Brian Rice, Vice President Network/ACO Integration,
More informationCouncil, 6 February 2014. IT Report. Executive summary and recommendations. Introduction
Council, 6 February 2014 IT Report Executive summary and recommendations Introduction The report sets out the main activities of the IT Department since the last meeting of Council. It includes statistical
More informationBest Practices. in Service Desk Migration. Learning Lessons from Electronic Voting Controversies Strategy
Leading IT Service & Support March/April 2007 SM Best Practices in Service Desk Migration Strategy Learning Lessons from Electronic Voting Controversies Strategy Actions Speak Louder Than Words: Substantiating
More informationDriving Operational and Financial Improvements using Balanced Scorecards and Key Performance Indicators
www.pwc.com/ca Driving Operational and Financial Improvements using Balanced Scorecards and Key Mining Minds Introductions Paul Ingram Managing Director, PwC Mining Centre of Excellence, Toronto Business
More informationMaking Healthcare Meaningful Through Meaningful Use Stage 2
Making Healthcare Meaningful Through Meaningful Use Stage 2 Keith Griffin, MD Chief Medical Information Officer Novant Health Medical Group Novant Health: Making Healthcare Remarkable Not-for-profit, integrated
More information