SESSION 109 Monday, November 2, 10:15am - 11:15am Track: Strategic View

Size: px
Start display at page:

Download "SESSION 109 Monday, November 2, 10:15am - 11:15am Track: Strategic View"

Transcription

1 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 Session Description Standardization, scalability, and transparency are critical success factors for any company experiencing rapid growth. This was the situation for NNIT in 2010, when new customers, services, and technologies were being regularly introduced into the business. This session explains how NNIT implemented a service portfolio to provide an essential overview of all services provided, focusing on the key benefits and lessons learned. (Experience Level: Intermediate) Speaker Background Nelli Serifovski has more than ten years of experience working with different IT service management processes. Her career as an ITSM professional and her interest in ITIL best practices began in 2003 when she was given the responsibility of preparing service level agreements and service catalogs for a major client at NNIT. In 2010, Nelli joined NNIT s new service management office. She is currently involved in the implementation of service request catalogues, including the introduction of a new service request management process.

2 It s all about the services! Implementing a Service Portfolio Nelli Serifovski NNIT A/S NNIT in brief NNIT was born as the internal IT department of Novo Nordisk, but has now grown to become one of Denmark s leading IT service providers and consultancies, providing a wide range of IT services to customers using fully integrated international delivery capabilities. Our vision By 2020, our quality and value adding IT services will make us: Denmark s preferred IT outsourcing partner A leading international IT partner dedicated to life sciences 2

3 ,600 employees. 15th consecutive year with double digit growth New offices in the US (Princeton) and Czech Republic (Prague). NNIT is listed on NASDAQ OMX Copenhagen A/S % of the employees works on sourcing destinations NNIT builds new data center and reaches 1,500 employees 3rd office in Denmark (Aarhus) New offices in Philippines (Manila) and Czech Republic (Olomouc) 10th consecutive year with double digit growth NNIT employee no starts work New offices in Switzerland (Zurich) and China (Tianjin) First large customer outside Denmark First large customer outside the Novo Nordisk Group NNIT - Milestones & key figures The situation: a fast growing business Time for scalability and standardization! We wanted to Create one central overview of services Minimize variation in services and agreements Anchor ownership and responsibility Clarify the relations between services Create a transparent cost model Ensure strategic development of services 4 so how do we do this?

4 It all starts with the mindset From an organization of computer geeks.. A former internal IT department with friends in the business areas Focus on technologies and IT components not IT services and outcomes Reactive and unstructured development of services to a professional IT service partner IT professionals with knowledge of what their service does for the customer(s) Development of services aligned with customer needs and challenges and at the same time maintain our values and flexibility 5 Must-win-battle Project Charter; September 2009 The purpose of the Service Portfolio and Catalogue project is to establish a Service Portfolio and Catalogue framework that serves as the spinal cord of NNIT Operations. The framework is expected to cover a Service Portfolio and a number of Service Catalogues supported by tools, processes and governance. The portfolio will contain all existing NNIT Operation standard services as well as the cost of a number of these. Expected go-live June 2010

5 Establishment of the framework - based on ITIL best practices Track 1: Design of the Service Portfolio Track 2: Identify, structure, and describe services Track 3: Define governance and processes Track 4: On-going workshops, training and awareness campaign Organizational change management - Workshops, workshops and more workshops. Purpose: create one common language! Service Portfolio vs. Service Catalogue Service Portfolio Manager Service Level Objectives

6 Design of the Service Portfolio The Service Portfolio Service (Name, ID, owner, functional area) The service lifecycle structure (Idea, Analyse, Design, Realise, Retire) The data model (Business Service/Infrastructure services, Service Package, Supporting services, Enhancing services) The Service Catalogue templates The Service Plan template Tool decision: A simple repository in SharePoint

7 Identify and structure services - An inside-out approach Identify Workshops with every team in the organisation Listing of all services delivered NB: services vs. service activities Structure Definition of the Lines of Service Categorize according to the data model Relate services (supported by, enabling, dependent of, etc.) Describe Describe services into the Service Portfolio Identify what is relevant to the Service Catalogue Publish Service Catalogue Clarify the relations between services Agreements (OLAs) between departments

8 Service relations - A time-consuming activity.. Call center (SPOC) Database service request fulfillment Database health check MS-SQL Single DB health check Database regulatory compliancy MS-SQL GxP compliancy Component monitoring MS-SQL monitoring Directory services DNS AD MS-SQL Database MS-SQL Database Pool Service Package MS-SQL Server hotel Windows server operation MS Windows Virtual Server Storage non-mirrored / mirrored Midrange Shared MS-SQL backup Core network Hosting Service Delivery Management Reporting Service reporting User administration User administration User access review Vulnerability assessment Patch monitoring Vulnerability scan Security Incident management and monitoring License management The Service Catalogue structure (phase 1) - time for the outside-in approach One Service Catalogue Business Services Infrastructure services (service packages) Enhancing services Requestable services Result: Impressive but too comprehensive and difficult to work with! Originally designed to meet the requirements of several target groups A re-structuring was needed!

9 The Service Catalogue structure (phase 2) - One year after go-live Standard Service Catalogue Strategic level (What can we provide) Target group: NNIT Presales and Client Management Purpose: input to bids and contracts Customer requirements Customer Service Catalogue Service Request Catalogue Operational level (What have we agreed to provide) Target group: Customer Executives / IT departments Purpose: alignment of expectations on live services, KPI reporting (What have we agreed to provide upon request) Target group: Users IT or end-users Purpose: To support daily Service Request and Change Management Service Governance - Dedicated roles and functions is a prerequisite! Service Owner Accountable for a Service throughout its lifecycle: design, operation, and development of the service adequately allocated resources and capabilities profit & loss Service Architect Responsible for design of services Assisting the Service Owner in preparing Service Plan and Business Cases Service Portfolio Management Ensures consistency and quality in the Portfolio and Catalogue Gatekeeper for the Service Portfolio phases Management reporting through Service Portfolio reviews

10 Service Portfolio Management process - transparency throughout the service lifecycle Idea Analyse Design Realize Retire Idea Every development initiative, input from Account Plans, Market research, corporate strategy, etc. Analyse Estimation, planning, business cases, Investment Management Design Service Design, requirement specification, procedures, instructions, test, service descriptions for the Service Catalogue Realize Live Services, operation, continual service improvement (CSI), costing/budgeting Retire Services being phased out The Service Plan - A tool to support strategic development of services Service Owner Define roadmap for the service / Line of Service Include input from Account Plans and market trends Create a Value Proposition Plan for development resources capabilities Create Business Case Apply for funding Division Management Single overview of proposed investments Prioritise investments Grant Funding Budgeting Innovative and customer focused services

11 Transparent costing - through the ABC model (Activity Based Costing) Cost per service activity Cost-drivers per service activity Identify and define cost of all services into one single cost base The same cost model was introduced for all services Finance department facilitated the process (ensured consistency) More accurate costing of services and improved transparency across the organization easier estimation for new proposals Improved budgeting/planning The yearly Service Portfolio review cycle Service Plan Follow-up on initiatives Sourcing Plan Minor update (input to business plans) ITOSMan SPM Review Service Catalogue Minor update Service Plan Major update (input to Business Plans) NOV DEC JAN FEB Service Plan Follow-up + ABC (Service review) OCT MAR ITOSMan SPM Review SEP APR ITOSMan SPM Review Service Plan Service Catalogue Sourcing Plan Management Review Service Plan Follow-up on initiatives AUG Service Catalogue Major update JUL JUN MAY ITOSMan SPM Review Service Plan Major update (input to AB, service roadmap) Sourcing Plan Major update (input to service plans and AB)

12 Our Service Portfolio portal The spinal cord of operations - knowledge is power ERP system Time Mgt. KPI reporting CRM system Customer Portfolio Project Portfolio CSI initiatives CMDB Resource Mgt. system Yoda: Value to you it will provide

13 Key learning points Make sure that you have Management commitment!! Get dedicated resources allocated!! Create a common understanding and a common language across the organization (make people think services!!) Key learning points Start with simple data models (do not expect the same maturity level across every team) Involve stakeholders (also outside the organisation!) Be prepared for several service catalogues (one-size never fits all!) Start with the design the portfolio, the catalogue, and the processes then look for tools to support it. Don t expect to find one single tool to meet all your requirements. Start with ITIL best-practise then adapt to your organization. Accept that service Portfolio Management is not implemented overnight! 24

14 Thank you for attending this session. Please don t forget to complete an evaluation form!

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 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 information

COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) CHARTERED BANK ADMINISTERED INTEREST RATES - PRIME BUSINESS*

COMPARISON 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 information

COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) CHARTERED BANK ADMINISTERED INTEREST RATES - PRIME BUSINESS*

COMPARISON 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 information

Foundation. Summary. ITIL and Services. Services - Delivering value to customers in the form of goods and services - End-to-end Service

Foundation. 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 information

2009 NMCI Conference: Implementing ITIL Session 1: ITSM Process

2009 NMCI Conference: Implementing ITIL Session 1: ITSM Process 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 information

Analysis One Code Desc. Transaction Amount. Fiscal Period

Analysis 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 information

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 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 information

Enhanced Vessel Traffic Management System Booking Slots Available and Vessels Booked per Day From 12-JAN-2016 To 30-JUN-2017

Enhanced 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 information

Enterprise Service Management (ESM)

Enterprise Service Management (ESM) Enterprise Service Management (ESM) A Reference Model for Adopting and Adapting IT Best Practices Across and Enterprise itsm003 v.3.0 Agenda and Objectives What are ESM Best Practices? What is the ESM

More information

Wilhelmenia Ravenell IT Manager Eli Lilly and Company

Wilhelmenia Ravenell IT Manager Eli Lilly and Company Wilhelmenia Ravenell IT Manager Eli Lilly and Company Agenda Introductions The Service Management Framework Keys of a successful Service management transformation Why transform? ROI and the customer experience

More information

Head in the Cloud? What you Need to Know to Avoid getting caught in the Storm

Head in the Cloud? What you Need to Know to Avoid getting caught in the Storm Head in the Cloud? What you Need to Know to Avoid getting caught in the Storm David Cannon Author: ITIL Service Strategy 2011 Edition 1 Agenda Let s agree what definition we ll use How do we manage IT?

More information

Bad Honnef 14.-15. September 2010. Reiner Schmitt. schmitt consulting. your license. our business

Bad Honnef 14.-15. September 2010. Reiner Schmitt. schmitt consulting. your license. our business Bad Honnef 14.-15. September 2010 Reiner Schmitt schmitt consulting your license. our business Agenda 1. Responsibilities @ SAP AG 2. Motivation / Challenges for Software License & Asset 3. Transparency

More information

"Service Lifecycle Management strategies for CIOs"

Service Lifecycle Management strategies for CIOs "Service Lifecycle strategies for CIOs" Ralf Hart, Sales Manager CEE Europe FrontRange Solutions 10th December 2008 Agenda FrontRange Solutions The challenges the IT community faces What is the solution?

More information

ARIS 9ARIS 9.6 map and Future Directions Die nächste Generation des Geschäftsprozessmanagements

ARIS 9ARIS 9.6 map and Future Directions Die nächste Generation des Geschäftsprozessmanagements ARIS 9ARIS 9.6 map and Future Directions Die nächste Generation des Geschäftsprozessmanagements Dr. Katrina Simon ARIS Product Management 2014 Software AG. All rights reserved. ARIS @ Software AG 2M END

More information

Managing Open Source Code Best Practices

Managing 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 information

IT Service Portfolio Mgmt @ Credit Suisse

IT Service Portfolio Mgmt @ Credit Suisse Portfolio Mgmt @ Credit Suisse 3. Swiss Business- & Mgmt Forum 2011 Date: March 23, 2011 Author: Patrick Schärer, Director Credit Suisse AG, Zurich patrick.schaerer@credit-suisse.com Table of Contents

More information

Den bredeste Service Desk Service Desk konference SOS Forum

Den bredeste Service Desk Service Desk konference SOS Forum Den bredeste Service Desk Service Desk konference SOS Forum Senior Director Morten Østergaard Director Gitte Ryholl Director Lene Dueholm 1 Agenda Intro How Current Status 2 LEGO Service Center: Direction

More information

From Virtualized to ITaaS. Copyright 2011 EMC Corporation. All rights reserved.

From 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 information

Customers and Corporate Services Directorate (Corporate Support) Plan 2015-16

Customers and Corporate Services Directorate (Corporate Support) Plan 2015-16 Appendix 2 Action Plan Due Date Status Customers and Corporate Services Directorate (Corporate Support) Plan 2015-16 CS1027 ICT Improvement Programme 31 January 2016 Objectives: CORPORATE SERVICES: ICT

More information

Process Validation Workshops. Overview Session

Process 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 information

SESSION 709 Wednesday, November 4, 9:00am - 10:00am Track: Strategic View

SESSION 709 Wednesday, November 4, 9:00am - 10:00am Track: Strategic View SESSION 709 Wednesday, November 4, 9:00am - 10:00am Track: Strategic View The Business of IT Provisioning Bill Irvine Transformation Strategist, Accelerate Innovation, VMware billirvine@comcast.net Session

More information

Roles: Scrum Master & Project Manager

Roles: 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 information

White Paper: AlfaPeople ITSM 2013. This whitepaper discusses how ITIL 3.0 can benefit your business.

White Paper: AlfaPeople ITSM 2013. This whitepaper discusses how ITIL 3.0 can benefit your business. White Paper: AlfaPeople ITSM 2013 This whitepaper discusses how ITIL 3.0 can benefit your business. Executive Summary Imagine trying to run a manufacturing business without a comprehensive and detailed

More information

Criticism of Implementation of ITSM & ISO20000 in IT Banking Industry. Presented by: Agus Sutiawan, MIT, CISA, CISM, ITIL, BSMR3

Criticism of Implementation of ITSM & ISO20000 in IT Banking Industry. Presented by: Agus Sutiawan, MIT, CISA, CISM, ITIL, BSMR3 Criticism of Implementation of ITSM & ISO20000 in IT Banking Industry Presented by: Agus Sutiawan, MIT, CISA, CISM, ITIL, BSMR3 Outline What is IT Service Management What is ISO 20000 Step by step implementation

More information

KELLER INDEPENDENT SCHOOL DISTRICT

KELLER 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 information

Release of the Draft Cybersecurity Procurement Language for Energy Delivery Systems

Release of the Draft Cybersecurity Procurement Language for Energy Delivery Systems Release of the Draft Cybersecurity Procurement Language for Energy Delivery Systems Energy Sector Control Systems Working Group Supporting the Electricity Sector Coordinating Council, Oil & Natural Gas

More information

ITIL. Lifecycle. www.alctraining.com.my. ITIL Intermediate: Continual Service Improvement. Service Strategy. Service Design. Service Transition

ITIL. Lifecycle. www.alctraining.com.my. ITIL Intermediate: Continual Service Improvement. Service Strategy. Service Design. Service Transition Take your ITIL skills to the next level ITIL Lifecycle ITIL Intermediate: Part of the complete ITIL Education Program Advance your career Add value to your organisation Gain credits towards ITIL Expert

More information

4/1/2009. Short-termterm

4/1/2009. 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 information

SITA Service Management Strategy Implementation. Presented by: SITA Service Management Centre

SITA Service Management Strategy Implementation. Presented by: SITA Service Management Centre SITA Service Management Strategy Implementation Presented by: SITA Service Management Centre Contents What is a Service? What is Service Management? SITA Service Management Strategy Methodology Service

More information

Business Plan Example. 31 July 2020

Business 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 information

IT Service Management

IT Service Management IT Service Management Bi-Monthly Awareness Building 9/9/11 1 IT Service Management FY12 Goals As a result of: 2011 Process Maturity Assessment ITSM Steering Committee Input Requirements of other OCIO Blue

More information

ISO/IEC 20000 ITIL Service Management V.2 V s V.3 Project ACE Andy Evans Programme Director and Strategic Programme Advisor

ISO/IEC 20000 ITIL Service Management V.2 V s V.3 Project ACE Andy Evans Programme Director and Strategic Programme Advisor ISO/IEC 20000 ITIL Service Management V.2 V s V.3 Project ACE Andy Evans Programme Director and Strategic Programme Advisor Introduction Andy Evans 7 years with the Global Brand Leader in IT Service Management

More information

Consumer ID Theft Total Costs

Consumer 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 information

Ashley Institute of Training Schedule of VET Tuition Fees 2015

Ashley 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 information

From: Steve Berberich, Vice President of Technology and Corporate Services and Chief Financial Officer

From: Steve Berberich, Vice President of Technology and Corporate Services and Chief Financial Officer California Independent System Operator Corporation Memorandum To: ISO Board of Governors From: Steve Berberich, Vice President of Technology and Corporate Services and Chief Financial Officer Date: September

More information

NNIT Cybersecurity. A new threat landscape requires a new approach

NNIT Cybersecurity. A new threat landscape requires a new approach NNIT Cybersecurity A new threat landscape requires a new approach Effective cybersecurity is not about spending more money. It s about aligning your security initiatives with the threats and priorities

More information

As the selling shareholder, Novo Nordisk A/S will receive all the net proceeds from the offering.

As the selling shareholder, Novo Nordisk A/S will receive all the net proceeds from the offering. Press release Copenhagen, 9 February 2015 NOT FOR PUBLICATION, DISTRIBUTION OR RELEASE, DIRECTLY OR INDIRECTLY, IN OR INTO THE UNITED STATES OF AMERICA, AUSTRALIA, CANADA, JAPAN OR ANY OTHER JURISDICTION

More information

Stephen Doune HRIS Project Manager Plan International

Stephen 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 information

Leveraging Technology For ICD-10 Program Management Using MS SharePoint 2010. Poster Presentation by Maithili Vadula

Leveraging Technology For ICD-10 Program Management Using MS SharePoint 2010. Poster Presentation by Maithili Vadula Leveraging Technology For ICD-10 Program Management Using MS SharePoint 2010 Poster Presentation by Maithili Vadula ICD-10 Project using SharePoint: Project Background: New structure for coding diagnosis

More information

From cost center to spearhead

From cost center to spearhead NNIT EXPECTATION BAROMETER 2015 From cost center to spearhead the value of IT NNIT EXPECTATION BAROMETER Contents From cost center to spearhead Digitization and business sense Think, measure, and communicate

More information

Aryzta Commercial Excellence (ACE) ACE Project Overview

Aryzta 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 information

Senior Management Ownership

Senior Management Ownership 1 of 5 2/11/2015 4:49 PM AUG 7, 2013 AUTHORS: Ed Rivard Robert Simmons Many IT organizations struggle with the concept of service. They also wrestle with the development and utilization of a meaningful

More information

Tutorial: Service Portfolio design for NGIs Terminology, concepts, practical guidance

Tutorial: Service Portfolio design for NGIs Terminology, concepts, practical guidance Tutorial: Terminology, concepts, practical guidance EGI Technical Forum 2012, Prague (Czech Republic) September 20, 2012 Owen Appleton Dr. Thomas Schaaf EMERGENCE TECH LTD. The gslm project is supported

More information

Implementing Capacity Management within SIAM (Service Integration & Management) Amrit Bhattacharya

Implementing 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 information

Natural Gas Wholesale Prices at PG&E Citygate as of November 7, 2006

Natural Gas Wholesale Prices at PG&E Citygate as of November 7, 2006 QUARTERLY GAS ISSUES UPDATE December 26 I. Supply Issues Wholesale Natural Gas Prices Above normal temperatures and a lack of hurricane activity caused market prices to decrease in October. By November,

More information

PowerSteering Hosting/Cloud Investments

PowerSteering Hosting/Cloud Investments Do the right work. Do the work right. cloud-based project, portfolio and work management software PowerSteering Hosting/Cloud Investments Sean Nathaniel, VP of Product Development 9/17/2013 How to Participate

More information

CENTERPOINT ENERGY TEXARKANA SERVICE AREA GAS SUPPLY RATE (GSR) JULY 2015. Small Commercial Service (SCS-1) GSR

CENTERPOINT 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 information

Importance of Quality Data in Travel Distribution! Jim Barsch! COO, VacationRoost!

Importance of Quality Data in Travel Distribution! Jim Barsch! COO, VacationRoost! Importance of Quality Data in Travel Distribution! Jim Barsch! COO, VacationRoost! Who We Are Founded in Park City, UT in 2001 Leading Ski, Vaca;on Rental and Villa Wholesaler in North America Now serving

More information

Proposal 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 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 information

Challenges / Benefits of Business Service Management

Challenges / Benefits of Business Service Management Challenges / Benefits of Business Service OMNINET Facts and Figures: German based Software Company >15 years OMNITRACKER >400 man-years development included >50.000 concurrent clients installed Business

More information

Integrating Project Management and Service Management

Integrating Project Management and Service Management Integrating Project and Integrating Project and By Reg Lo with contributions from Michael Robinson. 1 Introduction Project has become a well recognized management discipline within IT. is also becoming

More information

ITIL v3 Foundation -Overview. Eric Foust, PMP, ITIL

ITIL v3 Foundation -Overview. Eric Foust, PMP, ITIL ITIL v3 Foundation -Overview Eric Foust, PMP, ITIL About Me 15 years of experience in instructional design and training delivery 6 years of progressive project and program management experience Successfully

More information

PROJECT: DLS Website Redesign STATUS REPORT May-June 2015

PROJECT: DLS Website Redesign STATUS REPORT May-June 2015 PROJECT: DLS Website Redesign STATUS REPORT May-June 2015 Key Project Roles Project Sponsor: Karen Johnson Executive Director, DLS Project Advisor: Vanessa Salway Program Manager: Project Manager: Steve

More information

NICE and Framework Overview

NICE and Framework Overview NICE and Framework Overview Bill Newhouse NIST NICE Leadership Team Computer Security Division Information Technology Lab National Institute of Standards and Technology TABLE OF CONTENTS Introduction to

More information

Total Quality Management (TQM) and ITSM A Practical Recipe for Continuous Service Improvement (CSI)

Total Quality Management (TQM) and ITSM A Practical Recipe for Continuous Service Improvement (CSI) Total Quality Management (TQM) and ITSM A Practical Recipe for Continuous Service Improvement (CSI) Maziar Adl Plan Act TQM Culture Do Check Todays Discussion Total Quality definition, principles and why

More information

Executive Branch IT Reorganization Project Plan

Executive 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 information

1 Why should monitoring and measuring be used when trying to improve services?

1 Why should monitoring and measuring be used when trying to improve services? 1 Why should monitoring and measuring be used when trying to improve services? a) To validate, direct, justify and intervene b) To validate, measure, monitor and change c) To validate, plan, act and improve

More information

Gilead Clinical Operations Risk Management Program

Gilead Clinical Operations Risk Management Program Gilead Clinical Operations Risk Management Program Brian J Nugent, Associate Director 1 Agenda Risk Management Risk Management Background, Benefits, Framework Risk Management Training and Culture Change

More information

P/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

P/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 information

P/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

P/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 information

CONCEPT NOTE GROWING THE RWANDAN INTERNET CONTENT HOSTED IN RWANDA (1K WEBSITES) RICTA & PARTNERS. A Project/Initiative by

CONCEPT NOTE GROWING THE RWANDAN INTERNET CONTENT HOSTED IN RWANDA (1K WEBSITES) RICTA & PARTNERS. A Project/Initiative by CONCEPT NOTE GROWING THE RWANDAN INTERNET CONTENT HOSTED IN RWANDA (1K WEBSITES) A Project/Initiative by & PARTNERS Page 1 / 7 AUTHOR (S) REVISION DATE VERSION Ltd. January 8, 2015 Draft.0 Ltd. January

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

INFORMATION TECHNOLOGY: Opportunities Exist to Improve Services, Economies, and Contract Performance

INFORMATION TECHNOLOGY: Opportunities Exist to Improve Services, Economies, and Contract Performance INFORMATION TECHNOLOGY: Opportunities Exist to Improve Services, Economies, and Contract Performance Report No. OIG-A-2013-013 April 16, 2013 NATIONAL RAILROAD PASSENGER CORPORATION Memorandum To: From:

More information

IT Services in Higher Education

IT Services in Higher Education IT Services in Higher Education Jack Probst Principal Consultant Pink Elephant Pink Elephant Celebrating 20 Years Of ITIL Experience Welcome! Thank you for choosing Pink Elephant, The IT Service Management

More information

What s New In ITIL V3?

What s New In ITIL V3? What s New In ITIL V3? George Spalding VP, Global Events Pink Elephant Pink Elephant Leading The Way In IT Management Best Practices The ITIL Books (V2) T h e B u s i n e s s Planning To Implement Service

More information

Update on the Latest Developments of the Madrid System Madrid Working Group Roundtable

Update on the Latest Developments of the Madrid System Madrid Working Group Roundtable Update on the Latest Developments of the Madrid System Madrid Working Group Roundtable Asta Valdimarsdottir Director Operations Division Madrid Registry Geneva Ocotber 23, 2014 Main points 2013 2014 Figures

More information

ESSEX FIRE AUTHORITY Essex County Fire & Rescue Service

ESSEX FIRE AUTHORITY Essex County Fire & Rescue Service ESSEX FIRE AUTHORITY Essex County Fire & Rescue Service MEETING Policy & Strategy Committee AGENDA ITEM 7 MEETING DATE 25 March 2009 REPORT NUMBER SUBJECT REPORT BY Monitoring IT Transformation Progress

More information

The Impact of Medicare Part D on the Percent Gross Margin Earned by Texas Independent Pharmacies for Dual Eligible Beneficiary Claims

The Impact of Medicare Part D on the Percent Gross Margin Earned by Texas Independent Pharmacies for Dual Eligible Beneficiary Claims The Impact of Medicare Part D on the Percent Gross Margin Earned by Texas Independent Pharmacies for Dual Eligible Beneficiary Claims Angela Winegar, M.S., Marvin Shepherd, Ph.D., Ken Lawson, Ph.D., and

More information

ITIL Foundation for IT Service Management 2011 Edition

ITIL Foundation for IT Service Management 2011 Edition ITIL Foundation for IT Service Management 2011 Edition ITIL Rev 03.12 3 days Description ITIL (IT Infrastructure Library) provides a practical, no-nonsense framework for identifying, planning, delivering

More information

ITIL V3 differences from V2

ITIL V3 differences from V2 ITIL V3 differences from V2 Stuart Rance FISM, CISSP 2006 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice Agenda Overall differences Brief

More information

ITSM vs EA KAOS 10.3.2014

ITSM vs EA KAOS 10.3.2014 ITSM vs EA KAOS ITSM vs EA SH Needs Business Goals 2 GOVERNANCE EVALUATE PLANNING ITSM IMPROVING OPERATING Business Programs Projects DEVELOPING EA IMPLEMENTING IT service - ITIL 3 Lifecycle approach Service

More information

Service Catalog Bootcamp

Service Catalog Bootcamp Click to edit Master title style Taming the Dragon Getting your Services Under Control September 20 th, 2013 Service Catalog Bootcamp Session Evaluation: bit.ly/nercomp_dragon ITIL is a Registered Trade

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 4.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

The ITIL Foundation Examination Sample Paper A, version 5.1

The ITIL Foundation Examination Sample Paper A, version 5.1 The ITIL Foundation Examination Sample Paper A, version 51 Multiple Choice Instructions 1 All 40 questions should be attempted 2 All answers are to be marked on the answer grid provided 3 You have 60 minutes

More information

Making Healthcare Meaningful Through Meaningful Use Stage 2

Making 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

Federal Segment Architecture Methodology (FSAM): An Overview

Federal Segment Architecture Methodology (FSAM): An Overview Information Resources Management College Federal Segment Architecture Methodology (FSAM): An Overview Dr. Stan Boddie & Prof. Matt Newman 1 a global learning community for government s most promising information

More information

IS Management, ITIL, ISO, COBIT...

IS 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 information

STL Microsoft Dynamics CRM Consulting and Support Services

STL Microsoft Dynamics CRM Consulting and Support Services STL Microsoft Dynamics CRM Consulting and Support Services STL Technologies Equis House Eastern Way Bury St Edmunds Suffolk IP32 7AB Service Description and Pricing Specialist Cloud Services www.stl.co.uk

More information

NHS BLOOD AND TRANSPLANT MARCH 2009 RESPONDING EFFECTIVELY TO BLOOD DONOR FEEDBACK

NHS BLOOD AND TRANSPLANT MARCH 2009 RESPONDING EFFECTIVELY TO BLOOD DONOR FEEDBACK 09/26 NHS BLOOD AND TRANSPLANT MARCH 2009 RESPONDING EFFECTIVELY TO BLOOD DONOR FEEDBACK EXECUTIVE SUMMARY From April 2009 an NHS wide common approach to complaint handling comes in to effect. This provides

More information

Service Management Foundation

Service Management Foundation Management Foundation From Best Practice to Implementation 2008 IBM Corporation Agenda Management Foundation: - Fundamental building blocks for successful Management - ITIL v3: What s new in Operations

More information

2013-2015. North Carolina Department of Cultural Resources Digital Preservation Plan. State Archives of North Carolina State Library of North Carolina

2013-2015. North Carolina Department of Cultural Resources Digital Preservation Plan. State Archives of North Carolina State Library of North Carolina 2013-2015 North Carolina Department of Cultural Resources Digital Preservation Plan State Archives of North Carolina State Library of North Carolina TABLE OF CONTENTS 1 EXECUTIVE SUMMARY... 3 2 INTRODUCTION...

More information

Which statement about Emergency Change Advisory Board (ECAB) is CORRECT?

Which statement about Emergency Change Advisory Board (ECAB) is CORRECT? ITIL Foundation mock exam 4 1. Which of the following is NOT a purpose of Service Transition? A) To ensure that a service can be managed, operated and supported B) To provide training and certification

More information

What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?

What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)? ITIL Foundation mock exam 1 1. The Process Owner is responsible for which of the following? 1. Documenting the process 2. Defining process Key Performance Indicators (KPI) 3. Improve the process 4. Perform

More information

Computing & Telecommunications Services Monthly Report March 2015

Computing & 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 information

GEOTHERMAL ERA-NET: WP3: Towards a European Geothermal Database

GEOTHERMAL ERA-NET: WP3: Towards a European Geothermal Database GEOTHERMAL ERA-NET: WP3: Towards a European Geothermal Database WP3 status Adele Manzella Eugenio Trumpy CNR Organisational structure / work packages WP3 Towards a European Geothermal Information was:

More information

Prozessautomatisierung mit SAP Netweaver BPM bei Boehringer Ingelheim 20. Mai 2014

Prozessautomatisierung 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 information

Aligning CMMI & ITIL. Where Am I and Which Way Do I Go? 2006 - cognence, inc.

Aligning CMMI & ITIL. Where Am I and Which Way Do I Go? 2006 - cognence, inc. Aligning CMMI & ITIL Where Am I and Which Way Do I Go? 2006 - cognence, inc. Agenda Where Am I? Current Situation Process Improvement Objectives How Do I Get There? CMMI ITIL Mapping, Commonalities, Differences

More information

Organizational Development Plan

Organizational Development Plan Commonwealth of Massachusetts Consolidation Planning Project Plan Version 11.0 05/03/2009 Revision History The table below serves to track the key revisions made to this document for change control purposes.

More information

Resource Management Spreadsheet Capabilities. Stuart Dixon Resource Manager

Resource Management Spreadsheet Capabilities. Stuart Dixon Resource Manager Resource Management Spreadsheet Capabilities Stuart Dixon Resource Manager Purpose Single view of resource data Shows rolling demand vs supply for 14 months, 2 months back, current month, and 11 forward

More information

SAP IT Infrastructure Management. Dirk Smit ALM Engagement Manager SAP Africa dirk.smit@sap.com

SAP IT Infrastructure Management. Dirk Smit ALM Engagement Manager SAP Africa dirk.smit@sap.com SAP IT Infrastructure Management Dirk Smit ALM Engagement Manager SAP Africa dirk.smit@sap.com Challenges in managing heterogeneous IT environments Determine the value that IT contributes to the business

More information

2015-16 BCOE Payroll Calendar. Monday Tuesday Wednesday Thursday Friday Jun 29 30 Jul 1 2 3. Full Force Calc

2015-16 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 information

Overview Application Incident Management. David Birkenbach ALM Solution Management August 2011

Overview Application Incident Management. David Birkenbach ALM Solution Management August 2011 Overview Application Incident David Birkenbach ALM Solution August 2011 How the New SAP Solution Manager Supports Business & IT SAP Solution Manager 7.1 provides: Better coverage of the complete customer

More information

Project title (in Chinese) 項 目

Project title (in Chinese) 項 目 II Project Information Project title (in English) Project title (in Chinese) HKCAAVQ IT Infrastructure Development 香 港 學 術 及 職 業 資 歷 評 審 局 資 訊 系 統 基 建 發 展 Project 項 目 Project summary (Please provide an

More information

SUMMARY PROFESSIONAL EXPERIENCE. IBM Canada, Senior Business Transformation Consultant

SUMMARY PROFESSIONAL EXPERIENCE. IBM Canada, Senior Business Transformation Consultant Doreen Funk, MA 191 Discovery Ridge Blvd SW, Calgary Cell: 587-434- 0811 E- mail: dorfunk@hotmail.com SUMMARY Senior management consultant with 20 years of experience in applying strategies and implementing

More information

Supervisor Instructions for Approving Web Time Entry

Supervisor 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 information

SILVERPOP Step-Up Plan

SILVERPOP Step-Up Plan Big Scary Cranium SILVERPOP Step-Up Plan Evolve from Email marketing to behavioral marketing automation Get more from your investment in IBM Silverpop See your personalized road map to better performance

More information

Real World Proactive ITIL Continuous Improvement Practices Part 1. Mickey Nakamura

Real World Proactive ITIL Continuous Improvement Practices Part 1. Mickey Nakamura Real World Proactive ITIL Continuous Improvement Practices Part 1 Mickey Nakamura Part 1 Topics Mickey Nakamura Purpose of Today s Discussion Benefits of Proactive Continuous Improvement Lifecycle Approach

More information

EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q. Exam Code: EX0-001. Exam Name: ITIL Foundation (syllabus 2011) Exam

EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q. Exam Code: EX0-001. Exam Name: ITIL Foundation (syllabus 2011) Exam EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q Number: EX0-001 Passing Score: 800 Time Limit: 120 min File Version: 24.5 http://www.gratisexam.com/ Exam Code: EX0-001 Exam Name: ITIL Foundation (syllabus

More information

passionately simple. INTRODUCING REDTOO

passionately simple. INTRODUCING REDTOO passionately simple. INTRODUCING REDTOO ABOUT US Starting in Switzerland 25 years ago, we re now a successful global IT consulting company with offices spanning both sides of the Atlantic. We are a strategic

More information

Enterprise Projects Fiscal Year 2009/2010 Third Quarter Report

Enterprise Projects Fiscal Year 2009/2010 Third Quarter Report Enterprise Projects Fiscal Year 2009/2010 Third Quarter Report Enterprise Projects Fiscal Year 2009/2010 - Third Quarter Report The Enterprise Program Investment Council (EPIC) is responsible for governance

More information