Bite-Size Steps to ITIL Success
|
|
- Georgia Tucker
- 8 years ago
- Views:
Transcription
1 7 Bite-Size Steps to ITIL Success Pus making a Business Case for ITIL! Do you want to impement ITIL but don t know where to start? 7 Bite-Size Steps to ITIL Success can hep you to decide whether ITIL can hep you to improve service deivery AND gain some Quick Wins to prove ITIL s worth.
2 Bite-Size ITIL quick wins and pragmatism prove ITIL s worth If you think that adopting the ITIL framework is a serious undertaking, you re not aone and to a degree quite right. The proven benefits come after thought, panning and conversations the IT team has probaby sedom had before, with the business users of its services. The theory and reading behind ITIL v.3 can make v.2 seem positivey straightforward, yet 20 years after ITIL was first introduced, maturity eves remain fairy ow and organisations typicay adopt ony a few of the processes. A too often, fu scae ITIL adoption projects ose steam or ony show vaue many years down the ine. Taking a Bite-Size approach to ITIL does deiver measurabe benefits to boost IT services and utimatey the business, providing a vauabe patform for further service improvement. A 2006 survey by the Hep Desk Institute (now the Service Desk Institute) found that Incident, Probem, Change and Service Leve Management processes were the most commony adopted, but ony 7% of ITIL adopters had successfuy impemented 4 or more processes, with Configuration Management proving to be a stumbing bock for many. 3 years ater, the story is itte different. With more processes under v.3 and v.2 having been around much onger, sti most organisations fai to move beyond the 4 most commony adopted processes. Hornbi s ITIL: State of the Nation Survey of 500 respondents in the UK and US, found that the same pattern sti exists in ITIL v2 process adoption ITIL v3 process adoption Hornbi cas the adoption of these first 4 processes, Bite-Size ITIL. What s more, this common first step of most organisations makes absoute sense.
3 Exampe case study for Bite-Size ITIL success NAAFI NAAFI s centraised IT service management desk reaps efficiencies and improves customer service with new Fast Track ITIL processes and customer SefService The Navy, Army and Air Force Institutes is a non-profit making organisation which provides catering, retai and eisure for the British Armed Forces and their famiies wherever it is needed around the word. The Bite-Size Approach With thousands of staff working across wordwide ocations to serve the forces, supporting the IT infrastructure is chaenging. Unti recenty, the NAAFI had supported end users via an externa service desk and a separate in-house hepdesk operation. NAAFI seected Hornbi s Bite-Size ITIL software from severa other competitive soutions to enabe it to adopt the core ITIL processes without the cost or compexity of a more comprehensive service management system. We ooked at other soutions but thought they were too big and compex for our size and current needs. Hornbi s Bite-Size soution fitted our requirements it offered the core ITIL functionaity yet sti ooked so easy to use. Adiee Goodwi, IT Operations Manager SefService For Staff Working Wordwide NAAFI s front ine service desk is manned from 7am to 10pm but the Sef Service porta ensures customer can aways og or view the status of a ca after hours. They can aso submit a satisfaction rating for the ca. Increasing Efficiencies And Satisfaction Popuating the Supportworks KnowedgeBase with known probems and answers has heped the IT team operate more efficienty. Customers can ook up queries themseves, reducing the cas to the service desk. Identifying probems quicky and resoving them has heped the IT team to improve customer service and meet SLAs. In addition, using Probem Management to identify and track trends has enabed the IT team to be more proactive, saving time and improving efficiencies in supporting IT systems and users. When we have mastered the core ITIL processes, we have the option of upgrading to Supportworks ITSM Enterprise to introduce additiona processes. Choosing Supportworks ITSM Foundations and the Fast Track impementation meant that we were abe to go ive within just six weeks of our first demonstration. Adiee Goodwi, IT Operations Manager Business Benefits Swift impementation of Supportworks enabed adoption of ITIL processes for Incident, Probem and Change management in 6 weeks Centraised IT service desk brings efficiency gains and provides one stop shop for geographicay spread users SefService porta enabes customers wordwide to og and track cas around the cock Knowedgebase provides centra repository for probems and known errors, enabing faster resoution of queries Intuitive Human touch software enabes agents to provide more personaised service.
4 The steps 1 7 Assess whether ITIL s for you Stepping up from the notion of a reactive hep desk to a proactive service desk can seem a chaenge for many under-resourced IT organisations. The bigger picture of IT Service Management can appear daunting, particuary when you consider the many frameworks and standards that are avaiabe. However, one cannot ignore the popuarity of ITIL and its increasing eves of adoption by mid-sized organisations. If an auditabe quaity standard and certification is important to your organisation, you shoud perhaps consider IEC/ISO Before deciding which framework is right for you, it is vita that you estabish your current position and determine your vision for the future. ITIL wi not provide any mirace cures, but it wi hep you determine the processes that need to be in pace to improve your service management capabiities. Look through the ist beow, and if you re suffering from, et s say, more than haf to ITIL success: of these issues, taking on the ITIL processes of Incident, Probem and Change Management reay can hep you. In their most simpe terms: Incident Management can hep you to focus on restoring service, categorise for trend anaysis and improve communications to customers. Probem Management enabes root cause assessment, pubishing of known errors and grouping of incidents for common resoution. Change Management means you can reduce the chance of unexpected outages, track approvas for compiance and be better prepared to support new services. Combined with Asset Management, these Bite-Size ITIL processes are a more manageabe undertaking that can show rea resuts. Are any of the foowing famiiar to you? Never enough resource Constanty fire-fighting Difficuty prioritising cas No poicy for incident reduction Same issues resoved again and again No time to ook at common trends New services chucked over the fence Inadequate testing before depoyment Knowedge in peope s heads Poor communication with customers Customers have no visibiity of issues Loose Service Leve Agreements Metrics of itte business vaue Hard to measure improvements Service Desk staff don t know enough about the customer 2 Be prepared ITIL is no siver buet you may find it chaenging to take even a Bite-Size approach, but keep the outcome in mind it s a about improved quaity of service and increased customer satisfaction and ITIL can prove its worth. The processes aone wi not transform your service deivery; the organisation and more importanty, the peope in the IT and business departments concerned need to be on board and fee part of the programme. Eary on, identify some key business peope and expain to them what your service improvement programme aims to achieve expressed in their terms, it shoud be a about benefit. Whie you re going through eary stages, possiby before things improve, these coud be your supportive champions. Set yoursef some cear and achievabe short-term goas to engender the ethos of success. A commony quoted statistic is that IT projects have a 6 month window within which to prove themseves having been aocated finances, resources and hopefuy senior business management s bessing, the greatest faiing that a project can make, is to forget to set short term goas and show quick-wins.
5 3 Out-manoeuvre the sceptics One tip we wanted to pass on, comes from a number of Hornbi customers, who have recenty commented that the concept of adopting ITIL has met with either reticence or, on occasion, downright hostiity among IT and service departments. The more pragmatic among them have addressed this by simpy not caing it ITIL! Ca your initiative Service First, Service Management Pus or another service-focused name and you defect those with prejudices. 4 Limit your ambitions Athough your utimate vision may be to estabish a word cass service organisation, if you are starting from a reativey ow eve of process maturity, it is important to identify this and set your sights a bit ower during the eary stages of your ITIL journey. Limiting your immediate ambitions can have negative connotations but I d argue the opposite; it simpy oads the outcome in your favour. It s a positive move for many organisations, as the Bite-Size processes of Incident, Probem, Change, Asset and Service Leve Management can prove hugey beneficia. Organisations typicay refine and mature those processes before tacking the more compex aspects of service improvement. The esson is, whatever your ambitions, take a first bite of ITIL and show that it deivers vaue to the business; it wi make your on-going service improvement programme much more promising and widey supported. 6 7 Marketing IT Market your achievements in business terms too and you find support from unexpected business areas. We a know that IT isn t the most practised department for sef-promotion, but we a have to start somewhere survey, use those statistics to et the business know what you ve achieved. Focus on Continua Improvement Remember to do this: Put yoursef in a position to keep moving ahead don t risk roing back to where you came from. Standardisation is the key to Continuous Improvement but is often overooked in the enthusiasm to do move ahead with new and different processes. Continuous Improvement Pan Act Do Check 5 Prove the quick wins Don t forget to benchmark your service performance before you start. Current stats from customer surveys, however rough or even anecdota, shoud be part of the Business Case you need for the ITSM software to support your processes, so they re your starting point. Of course your organisation wi be abe to benefit from a far more detaied anaysis of service deivery with ITIL, but it can be hard to prove and report on success with no baseine to compare against. Standardisation
6 Making the business case Typicay the advice given for service improvement initiatives is don t start by seecting a too. The preferred approach is Peope, Process and Product in that order. However, in practice, many organisations do exacty the opposite, as their existing toos do not enabe them to make any progress from their current state. Provided you have satisfied yoursef that the too can meet your initia objectives, accommodate your medium term goas and that the vendor has a soid track record of enabing their customers to improve service deivery, starting with the too can have some immediate advantages. Modern ITIL-compatibe service desk toos deiver a significant amount of functionaity out-of-the-box and can hep you to quicky estabish your processes. However, convincing the business to fund the purchase can prove chaenging. A sampe foows of the most common issues IT organisations face, which you may wish to consider incuding in your business case. Remember that every business is different and you need to identify the hot buttons for your organisation, but if you start with this ist, you shoud find it easier to buid a case to justify the investment. Consequences (Risks) of not making investment in Service Desk Software: Difficut to support business growth without management information Quaity of IT services may deteriorate further Cannot impement Service Leve Management (few meaningfu KPIs, no OLAs) unabe to baseine current service performance, highight inefficiencies and therefore improve service deivery Service desk remains entirey reactive, unabe to anayse incident trends to highight repetition and dupication of effort No effective process for identifying and managing probems No automation, manua processes reduce ca handing effectiveness Reduction in morae as IT staff fee they are not making progress Knowedge in peope s heads Cannot easiy differentiate between Incidents and Service Requests Poor communication with customers regarding the progress and resoution of their requests Poory panned changes to the infrastructure affect service avaiabiity Increased ikeihood of audit nonconformance Manua reporting is time consuming IT assets and maintenance contracts not managed adequatey
7 Tangibe Benefits: Desired Soution Incident Management, escaation and resoution Effective Probem Management Change Management Asset Management Automated mechanism to monitor performance against SLAs Best-practice approach IT governance and business risk Impement and manage KPIs Automated service reports generated Economies of scae and support for increased growth Sef-Service Knowedge Base Improved customer communication and increased perception of service quaity Impement additiona service improvement processes in staged phases. Business Benefit Improves service to users by increasing XX% of cas resoved on time. Improves service reiabiity by addressing recurring fauts and identifying known errors. Reduces risk of unexpected service outages and provides smoother introduction of new services into the production environment. Faciitates controed growth of the business and drives efficiency. Better utiisation of IT assets, increased financia transparency and eimination of waste. Sets user expectations for incident resoution and deivery of IT services. Highights areas of potentia faiure and reduces the risk of missing SLAs. Improves service to users by increasing % of cas resoved on time. Reduction in manua effort to monitor SLAs. Improved ITIL aigned processes and automation. Increased service deivery performance. Effectiveness rea time monitoring of skis and resource demands aow optima distribution of effort. Maintains an accurate record of IT activities required to reduce business risk and for audit purposes. Improved capture of metrics to enabe accurate reporting and service improvement through trend anaysis and proactive probem management. Significant reduction in effort required to generate reports. Tracking and management of service eves to ensure minima oss of service. Improved efficiency enabes IT to achieve more with existing resources. Increased IT transparency. Users have greater fexibiity in ogging, escaating and viewing progress of their cas. Reduced reiance on knowedge in peope s heads. Improved ca resoution and abiity to pubish FAQs to users to promote sef-service. Effective management of customer profies and their reationship with IT. Abiity to gather feedback of customer satisfaction eves. Automated updates to customers when managing requests. Soution can grow as IT service management processes mature ensuring ongevity and protecting investment.
8 Anyone can take a bite out of ITIL There s a esson we can a take away from the reaity of ITIL impementations. Setting your sights ow isn t negative, it s hugey positive. Bite-Size ITIL can prove the vaue of service improvements, engender support and give you the confidence to mature and adopt further processes in the future. In many ways it s just common sense don t bite off more than you can chew, take on just a few processes with the goa of short-term, proven success and after that we, you can think about taking on the word, of ITIL at east. Hornbi s Bite-Size webinar series offers vauabe advice on taking this approach. Visit com/bitesize for more information. Supportworks ITSM Foundations provides the idea software framework to support an organisation in its first stages of impementing ITIL. Based on Hornbi s industry-eading and award-winning famiy of IT Service Management soutions, Supportworks ITSM Foundations enabes IT organisations to rapidy adopt ITIL processes and deiver those vita quick wins, offering a soid base for on-going IT Service improvement as ITIL maturity deveops. The soution is easy to depoy, in days, not weeks - and is affordabe for organisations that need a quick start in service management. Supportworks ITSM Foundations automates many aspects of IT Service Management, increases IT staff productivity and makes it easier for IT staff to deiver services with a business focus. Business Benefits Famiiar ook and fee reduces training overhead Deivers business vaue in the shortest possibe time Automate service requests from customers Increase IT productivity Manage IT resources more effectivey Reduce the cost of IT support Improve quaity of service and customer satisfaction Simpe to insta, fast to depoy Hornbi Service Management Ltd. Ares Odyssey Business Park West End Park Ruisip HA4 6QD UK Hornbi Service Management Inc. 300 East John Carpenter Frwy. Suite 110 Irving TX USA Te: +44 (0) Fax: +44 (0) saes@hornbi.com Te: Fax: usasaes@hornbi.com For more information visit
3.3 SOFTWARE RISK MANAGEMENT (SRM)
93 3.3 SOFTWARE RISK MANAGEMENT (SRM) Fig. 3.2 SRM is a process buit in five steps. The steps are: Identify Anayse Pan Track Resove The process is continuous in nature and handed dynamicay throughout ifecyce
More informationOrder-to-Cash Processes
TMI170 ING info pat 2:Info pat.qxt 01/12/2008 09:25 Page 1 Section Two: Order-to-Cash Processes Gregory Cronie, Head Saes, Payments and Cash Management, ING O rder-to-cash and purchase-topay processes
More informationRicoh Healthcare. Process Optimized. Healthcare Simplified.
Ricoh Heathcare Process Optimized. Heathcare Simpified. Rather than a destination that concudes with the eimination of a paper, the Paperess Maturity Roadmap is a continuous journey to strategicay remove
More informationChapter 3: JavaScript in Action Page 1 of 10. How to practice reading and writing JavaScript on a Web page
Chapter 3: JavaScript in Action Page 1 of 10 Chapter 3: JavaScript in Action In this chapter, you get your first opportunity to write JavaScript! This chapter introduces you to JavaScript propery. In addition,
More informationmi-rm mi-recruitment Manager the recruitment solution for Talent Managers everywhere
mi-rm mi-recruitme Manager the recruitme soution for Tae Managers everywhere mi-rm mi-recruitme Manager Your very own tae manager First Choice Software has been a eading suppier of recruitme software since
More informationAustralian Bureau of Statistics Management of Business Providers
Purpose Austraian Bureau of Statistics Management of Business Providers 1 The principa objective of the Austraian Bureau of Statistics (ABS) in respect of business providers is to impose the owest oad
More informationIT Governance Principles & Key Metrics
IT Governance Principes & Key Metrics Smawood Maike & Associates, Inc. 9393 W. 110th Street 51 Corporate Woods, Suite 500 Overand Park, KS 66210 Office: 913-451-6790 Good governance processes that moves
More informationDigitalKitbag. Email marketing
Emai marketing Who are Digita Kitbag? We re your business marketing team Digita Kitbag is owned and operated by Johnston Press, one of the argest regiona media pubishers in the UK and Ireand. We have a
More informationPay-on-delivery investing
Pay-on-deivery investing EVOLVE INVESTment range 1 EVOLVE INVESTMENT RANGE EVOLVE INVESTMENT RANGE 2 Picture a word where you ony pay a company once they have deivered Imagine striking oi first, before
More informationAdvanced ColdFusion 4.0 Application Development - 3 - Server Clustering Using Bright Tiger
Advanced CodFusion 4.0 Appication Deveopment - CH 3 - Server Custering Using Bri.. Page 1 of 7 [Figures are not incuded in this sampe chapter] Advanced CodFusion 4.0 Appication Deveopment - 3 - Server
More informationWe are XMA and Viglen.
alearn with Microsoft 16pp 21.07_Layout 1 22/12/2014 10:49 Page 1 FRONT COVER alearn with Microsoft We are XMA and Vigen. Ca us now on 0115 846 4900 Visit www.xma.co.uk/aearn Emai alearn@xma.co.uk Foow
More informationHow To Get Acedo With Microsoft.Com
alearn with Microsoft We are XMA. Ca us now on 0115 846 4900 Visit www.xma.co.uk/aearn Emai alearn@xma.co.uk Foow us @WeareXMA Introduction Use our 'steps to alearn' framework to ensure you cover a bases...
More informationFixed income managers: evolution or revolution
Fixed income managers: evoution or revoution Traditiona approaches to managing fixed interest funds rey on benchmarks that may not represent optima risk and return outcomes. New techniques based on separate
More informationThe guaranteed selection. For certainty in uncertain times
The guaranteed seection For certainty in uncertain times Making the right investment choice If you can t afford to take a ot of risk with your money it can be hard to find the right investment, especiay
More informationThe eg Suite Enabing Rea-Time Monitoring and Proactive Infrastructure Triage White Paper Restricted Rights Legend The information contained in this document is confidentia and subject to change without
More informationWHITE PAPER BEsT PRAcTIcEs: PusHIng ExcEl BEyond ITs limits WITH InfoRmATIon optimization
Best Practices: Pushing Exce Beyond Its Limits with Information Optimization WHITE Best Practices: Pushing Exce Beyond Its Limits with Information Optimization Executive Overview Microsoft Exce is the
More informationInformatica PowerCenter
Brochure Informatica PowerCenter Benefits Support better business decisions with the right information at the right time Acceerate projects in days vs. months with improved staff productivity and coaboration
More informationBusiness Banking. A guide for franchises
Business Banking A guide for franchises Hep with your franchise business, right on your doorstep A true understanding of the needs of your business: that s what makes RBS the right choice for financia
More informationLexmark ESF Applications Guide
Lexmark ESF Appications Guide Hep your customers bring out the fu potentia of their Lexmark soutions-enabed singe-function and mutifunction printers Lexmark Appications have been designed to hep businesses
More informationASSET MANAGEMENT OUR APPROACH
ASSET MANAGEMENT OUR APPROACH CONTENTS FOREWORD 3 INTRODUCTION 4 ASSET MANAGEMENT? 6 THE NEED FOR CHANGE 6 KEY PRINCIPLES 7 APPENDIX 1 19 GLOSSARY 20 2 FOREWORD Few things affect our customers ives as
More informationQualifications, professional development and probation
UCU Continuing Professiona Deveopment Quaifications, professiona deveopment and probation Initia training and further education teaching quaifications Since September 2007 a newy appointed FE ecturers,
More informationBusiness schools are the academic setting where. The current crisis has highlighted the need to redefine the role of senior managers in organizations.
c r o s os r oi a d s REDISCOVERING THE ROLE OF BUSINESS SCHOOLS The current crisis has highighted the need to redefine the roe of senior managers in organizations. JORDI CANALS Professor and Dean, IESE
More informationInternal Control. Guidance for Directors on the Combined Code
Interna Contro Guidance for Directors on the Combined Code ISBN 1 84152 010 1 Pubished by The Institute of Chartered Accountants in Engand & Waes Chartered Accountants Ha PO Box 433 Moorgate Pace London
More informationRicoh Legal. ediscovery and Document Solutions. Powerful document services provide your best defense.
Ricoh Lega ediscovery and Document Soutions Powerfu document services provide your best defense. Our peope have aways been at the heart of our vaue proposition: our experience in your industry, commitment
More informationChapter 3: e-business Integration Patterns
Chapter 3: e-business Integration Patterns Page 1 of 9 Chapter 3: e-business Integration Patterns "Consistency is the ast refuge of the unimaginative." Oscar Wide In This Chapter What Are Integration Patterns?
More informationMICROSOFT DYNAMICS CRM
biztech TM MICROSOFT DYNAMICS CRM Experienced professionas, proven toos and methodoogies, tempates, acceerators and vertica specific soutions maximizing the vaue of your Customer Reationships Competency
More informationPREFACE. Comptroller General of the United States. Page i
- I PREFACE T he (+nera Accounting Office (GAO) has ong beieved that the federa government urgenty needs to improve the financia information on which it bases many important decisions. To run our compex
More informationFrequently Asked Questions
Community Heathcare Organisations Report & Recommendations of the Integrated Service Area Review Group Frequenty Asked Questions 1. What are Community Heathcare Services? Community Heathcare Services are
More informationIntroduction the pressure for efficiency the Estates opportunity
Heathy Savings? A study of the proportion of NHS Trusts with an in-house Buidings Repair and Maintenance workforce, and a discussion of eary experiences of Suppies efficiency initiatives Management Summary
More informationTeamwork. Abstract. 2.1 Overview
2 Teamwork Abstract This chapter presents one of the basic eements of software projects teamwork. It addresses how to buid teams in a way that promotes team members accountabiity and responsibiity, and
More informationSage Accounts Production Range
Sage Accounts Production Range The abiity to dri-down from the face of the accounts makes reviewing accounts so easy. Sage Accounts Production Software As individua as you and your cients Jim O Leary,
More informationThe BBC s management of its Digital Media Initiative
The BBC s management of its Digita Media Initiative Report by the Comptroer and Auditor Genera presented to the BBC Trust s Finance and Compiance Committee, 13 January 2011 Department for Cuture, Media
More informationProgram Management Seminar
Program Management Seminar Program Management Seminar The word s best management schoos are noted for their superior program execution, high eves of customer satisfaction, and continuous program improvements.
More informationCOASTLINE GROUP HUMAN RESOURCES STRATEGY 2015 2017. Great homes, great services, great people.
COASTLINE GROUP HUMAN RESOURCES STRATEGY 2015 2017 Great homes, great services, great peope. Contents Foreword 2 Executive summary 1. Achievements 5 2. Context 7 3. Our peope 9.Objectives 11 5. What we
More informationThe definition of insanity is doing the same thing over and over again and expecting different results
insurance services Sma Business Insurance a market opportunity being missed Einstein may not have known much about insurance, but if you appy his definition to the way existing brands are deveoping their
More informationCognizant Interactive. Digital Marketing & Analytics(DMA) Practice. 2012, Cognizant
Cognizant Interactive Digita Marketing & Anaytics(DMA) Practice 2012, Cognizant About DMA group Cognizant Interactive provides innovative soutions for design, content, earning, digita marketing and anaytics
More informationTeach yourself Android application development - Part I: Creating Android products
Teach yoursef Android appication deveopment - Part I: Creating Android products Page 1 of 7 Part of the EE Times Network A Artices Products Course TechPaper Webinars Login Register Wecome, Guest HOME DESIGN
More informationDECEMBER 2008. Good practice contract management framework
DECEMBER 2008 Good practice contract management framework The Nationa Audit Office scrutinises pubic spending on behaf of Pariament. The Comptroer and Auditor Genera, Tim Burr, is an Officer of the House
More informationendorsed programmes With our expertise and unique flexible approach NOCN will work with you to develop a product that achieves results.
endorsed programmes With our expertise and unique fexibe approach NOCN wi work with you to deveop a product that achieves resuts. NOCN is a eading reguated UK awarding organisation that has been creating
More informationTMI ING Guide to Financial Supply Chain Optimisation 29. Creating Opportunities for Competitive Advantage. Section Four: Supply Chain Finance
TMI171 ING info pat :Info pat.qxt 19/12/2008 17:02 Page 29 ING Guide to Financia Suppy Chain Optimisation Creating Opportunities for Competitive Advantage Section Four: Suppy Chain Finance Introduction
More informationApplication and Desktop Virtualization
Appication and Desktop Virtuaization Content 1) Why Appication and Desktop Virtuaization 2) Some terms reated to vapp and vdesktop 3) Appication and Desktop Deivery 4) Appication Virtuaization 5)- Type
More informationHow To Deiver Resuts
Message We sha make every effort to strengthen the community buiding programme which serves to foster among the peope of Hong Kong a sense of beonging and mutua care. We wi continue to impement the District
More informationMessage. The Trade and Industry Bureau is committed to providing maximum support for Hong Kong s manufacturing and services industries.
Message The Trade and Industry Bureau is committed to providing maximum support for Hong Kong s manufacturing and services industries. With the weight of our economy shifting towards knowedge-based and
More informationCUSTOM. Putting Your Benefits to Work. COMMUNICATIONS. Employee Communications Benefits Administration Benefits Outsourcing
CUSTOM COMMUNICATIONS Putting Your Benefits to Work. Empoyee Communications Benefits Administration Benefits Outsourcing Recruiting and retaining top taent is a major chaenge facing HR departments today.
More informationAvaya Remote Feature Activation (RFA) User Guide
Avaya Remote Feature Activation (RFA) User Guide 03-300149 Issue 5.0 September 2007 2007 Avaya Inc. A Rights Reserved. Notice Whie reasonabe efforts were made to ensure that the information in this document
More informationLeadership & Management Certificate Programs
MANAGEMENT CONCEPTS Leadership & Management Certificate Programs Programs to deveop expertise in: Anaytics // Leadership // Professiona Skis // Supervision ENROLL TODAY! Contract oder Contract GS-02F-0010J
More informationTechnology and Consulting - Newsletter 1. IBM. July 2013
Technoogy and Consuting - Newsetter Juy 2013 Wecome to Latitude Executive Consuting s atest newsetter, reviewing recent marketpace activity. The newsetter focuses on the Technoogy and Consuting sectors,
More informationBest Practices for Push & Pull Using Oracle Inventory Stock Locators. Introduction to Master Data and Master Data Management (MDM): Part 1
SPECIAL CONFERENCE ISSUE THE OFFICIAL PUBLICATION OF THE Orace Appications USERS GROUP spring 2012 Introduction to Master Data and Master Data Management (MDM): Part 1 Utiizing Orace Upgrade Advisor for
More informationAccreditation: Supporting the Delivery of Health and Social Care
Accreditation: Supporting the Deivery of Heath and Socia Care PHARMACY E F P T O L P E D P E C M F D T G L E F R Accreditation: Supporting the Deivery of Heath and Socia Care June 9, 2015 marks Word Accreditation
More informationCapability Development Grant. Build business capabilities to sharpen your competitive edge
Capabiity Deveopment Grant Buid business capabiities to sharpen your competitive edge 1 Buid up your business with the Capabiity Deveopment Grant The Capabiity Deveopment Grant (CDG) is a financia assistance
More informationL I C E N S I N G G U I D E
O R A C L E H Y P E R I O N E N T E R P R I S E P E R F O R M A N C E M A N A G E M E N T S Y S T E M L I C E N S I N G G U I D E EPM System Licensing Guide Copyright 2009, Orace and/or its affiiates.
More informationHuman Capital & Human Resources Certificate Programs
MANAGEMENT CONCEPTS Human Capita & Human Resources Certificate Programs Programs to deveop functiona and strategic skis in: Human Capita // Human Resources ENROLL TODAY! Contract Hoder Contract GS-02F-0010J
More informationSELECTING THE SUITABLE ERP SYSTEM: A FUZZY AHP APPROACH. Ufuk Cebeci
SELECTING THE SUITABLE ERP SYSTEM: A FUZZY AHP APPROACH Ufuk Cebeci Department of Industria Engineering, Istanbu Technica University, Macka, Istanbu, Turkey - ufuk_cebeci@yahoo.com Abstract An Enterprise
More informationChapter 2 Traditional Software Development
Chapter 2 Traditiona Software Deveopment 2.1 History of Project Management Large projects from the past must aready have had some sort of project management, such the Pyramid of Giza or Pyramid of Cheops,
More informationAdvance PLM Software Solutions for Complex Business Processes
Advance PLM Software Soutions for Compex Business Processes Abstract As customers word-wide camour for more technoogicay rich products, be it a car, or a smartphone, manufacturers are having to contend
More informationAddressing the Leadership Gap in Healthcare
A White Paper Addressing the Leadership Gap in Heathcare What s needed when it comes to eader taent? Issued June 2010 / Revised June 2011 CONTENTS 3 6 10 13 15 18 19 19 19 Introduction Prioritizing Competencies
More informationLet s get usable! Usability studies for indexes. Susan C. Olason. Study plan
Let s get usabe! Usabiity studies for indexes Susan C. Oason The artice discusses a series of usabiity studies on indexes from a systems engineering and human factors perspective. The purpose of these
More informationeg Enterprise vs. a Big 4 Monitoring Soution: Comparing Tota Cost of Ownership Restricted Rights Legend The information contained in this document is confidentia and subject to change without notice. No
More informationAOL Shop@ Certified Merchant Program
AOL Shop@ Certified Merchant Program Overview Started in 1996, and currenty incuding approximatey 300 Merchant Partners, the AOL Shop @ Certified Merchant Program strives to set the highest standards for
More informationIntegrating Risk into your Plant Lifecycle A next generation software architecture for risk based
Integrating Risk into your Pant Lifecyce A next generation software architecture for risk based operations Dr Nic Cavanagh 1, Dr Jeremy Linn 2 and Coin Hickey 3 1 Head of Safeti Product Management, DNV
More informationSTRATEGIC PLAN 2012-2016
STRATEGIC PLAN 2012-2016 CIT Bishopstown CIT Cork Schoo of Music CIT Crawford Coege of Art & Design Nationa Maritime Coege of Ireand Our Institute STRATEGIC PLAN 2012-2016 Cork Institute of Technoogy (CIT)
More informationA Conversation with enx@pacbell.net enx@pacbell.net www.enxmag.com
The #1 Sourcing Pubication in the Document Imaging Industry The #1 Sourcing Voume 11 Pubication No.7 in the Document Imaging Industry The #1 Sourcing Pubication in the Document Imaging Industry Sourcing
More informationLearning from evaluations Processes and instruments used by GIZ as a learning organisation and their contribution to interorganisational learning
Monitoring and Evauation Unit Learning from evauations Processes and instruments used by GIZ as a earning organisation and their contribution to interorganisationa earning Contents 1.3Learning from evauations
More informationSNMP Reference Guide for Avaya Communication Manager
SNMP Reference Guide for Avaya Communication Manager 03-602013 Issue 1.0 Feburary 2007 2006 Avaya Inc. A Rights Reserved. Notice Whie reasonabe efforts were made to ensure that the information in this
More informationEarly access to FAS payments for members in poor health
Financia Assistance Scheme Eary access to FAS payments for members in poor heath Pension Protection Fund Protecting Peope s Futures The Financia Assistance Scheme is administered by the Pension Protection
More informationSetting Up Your Internet Connection
4 CONNECTING TO CHANCES ARE, you aready have Internet access and are using the Web or sending emai. If you downoaded your instaation fies or instaed esigna from the web, you can be sure that you re set
More informationWith the arrival of Java 2 Micro Edition (J2ME) and its industry
Knowedge-based Autonomous Agents for Pervasive Computing Using AgentLight Fernando L. Koch and John-Jues C. Meyer Utrecht University Project AgentLight is a mutiagent system-buiding framework targeting
More informationDesign Considerations
Chapter 2: Basic Virtua Private Network Depoyment Page 1 of 12 Chapter 2: Basic Virtua Private Network Depoyment Before discussing the features of Windows 2000 tunneing technoogy, it is important to estabish
More informationChapter 3: Investing: Your Options, Your Risks, Your Rewards
Chapter 3: Investing: Your Options, Your Risks, Your Rewards Page 1 of 10 Chapter 3: Investing: Your Options, Your Risks, Your Rewards In This Chapter What is inside a mutua fund? What is a stock? What
More informationPerformance measurement practice. The use of sanctions and rewards in the public sector
Performance measurement practice The use of sanctions and rewards in the pubic sector The foowing individuas contributed to this report: Sascha Kiess, Diane French, Nick Soan, Dan Vaance, Daniee Wiiams.
More informationICAP CREDIT RISK SERVICES. Your Business Partner
ICAP CREDIT RISK SERVICES Your Business Partner ABOUT ICAP GROUP ICAP Group with 56 miion revenues for 2008 and 1,000 empoyees- is the argest Business Services Group in Greece. In addition to its Greek
More informationTechnical Support Guide for online instrumental lessons
Technica Support Guide for onine instrumenta essons This is a technica guide for Music Education Hubs, Schoos and other organisations participating in onine music essons. The guidance is based on the technica
More informationNormalization of Database Tables. Functional Dependency. Examples of Functional Dependencies: So Now what is Normalization? Transitive Dependencies
ISM 602 Dr. Hamid Nemati Objectives The idea Dependencies Attributes and Design Understand concepts normaization (Higher-Leve Norma Forms) Learn how to normaize tabes Understand normaization and database
More informationYOUR GUIDE SAVING 30 % up to. on your print. Think Smart. Think OKI
YOUR GUIDE SAVING to 30 % up to on your print & documentcosts Think Smart. Think OKI Most businesses have the systems in pace to keep a tight contro on their overheads, however, in an increasingy competitive
More informationHow to deal with personal financial problems
How to dea with persona financia probems D I S P U T E R E S O L U T I O N Introduction Heping you face the future with confidence In 2014, the eve of consumer debt in the UK grew to reach a seven-year
More informationOracle. L. Ladoga Rybinsk Res. Volga. Finland. Volga. Dnieper. Dnestr. Danube. Lesbos. Auditing Oracle Applications Peloponnesus
N o r w e g i a n S e a White 60ûN ATLANTIC OCEAN UNITED KINGDOM Rio Douro Hebrid Bay of Biscay Garonne Faroe Isands Shetand Isands Orkney Isands North Loire ine Rhone Rhine Po Ebe Adriatic Batic Guf of
More informationThe Productive Therapist and The Productive Clinic Peter R. Kovacek, MSA, PT
The Productive Therapist and The Productive Cinic Peter R. Kovacek, MSA, PT Format Interactive Discussions among equa peers Constructive argument Reaity Oriented Mutua Accountabiity Expectation Panning
More informationSPOTLIGHT. A year of transformation
WINTER ISSUE 2014 2015 SPOTLIGHT Wecome to the winter issue of Oasis Spotight. These newsetters are designed to keep you upto-date with news about the Oasis community. This quartery issue features an artice
More informationHEALTH PROFESSIONS PATHWAYS
T heoffic eofcommuni t yco egeres ea r c ha ndl ea der s hi p Co egeofe duc a t i ona ti i noi s The Heath Professions Pathways (H2P) Consortium is a nationa consortium comprised of nine coeges in five states
More informationWhat are your responsibilities as an executor?
News ISSUE 9, AUTUMN 2013 What are your responsibiities as an executor? You have agreed to be the executor for a friend or famiy member. Now the time has come to discharge your duties but where do you
More informationSABRe B2.1: Design & Development. Supplier Briefing Pack.
SABRe B2.1: Design & Deveopment. Suppier Briefing Pack. 2013 Ros-Royce pc The information in this document is the property of Ros-Royce pc and may not be copied or communicated to a third party, or used
More informationIn some states, however, the couple must live apart for a period of months or years before they can obtain a no fault divorce.
What is a "no faut" divorce? "No faut" divorce describes any divorce where the spouse asking for a divorce does not have to prove that the other spouse did something wrong. A states aow no faut divorces.
More informationIMPLEMENTING THE RATE STRUCTURE: TIERING IN THE FEE-FOR-SERVICE SYSTEM
The New Jersey Department of Human Services Division of Deveopmenta Disabiities 1 IMPLEMENTING THE RATE STRUCTURE: TIERING IN THE FEE-FOR-SERVICE SYSTEM Eizabeth M. Shea Assistant Commissioner Thomas S.
More informationStructural Developments and Innovations in the Asset- Backed Commercial Paper Market
Structura Deveopments and Innovations in the Asset- Backed Commercia Paper arket ark H. Adeson anaging Director, Asset-Backed Commercia Paper oody s Investors Service Strategic Research Institute 1997
More informationTERM INSURANCE CALCULATION ILLUSTRATED. This is the U.S. Social Security Life Table, based on year 2007.
This is the U.S. Socia Security Life Tabe, based on year 2007. This is avaiabe at http://www.ssa.gov/oact/stats/tabe4c6.htm. The ife eperiences of maes and femaes are different, and we usuay do separate
More informationInfrastructure for Business
Infrastructure for Business The IoD Member Broadband Survey Infrastructure for Business 2013 #5 The IoD Member Broadband Survey The IoD Member Broadband Survey Written by: Corin Tayor, Senior Economic
More informationNiagara Catholic. District School Board. High Performance. Support Program. Academic
Niagara Cathoic District Schoo Board High Performance Academic Support Program The Niagara Cathoic District Schoo Board, through the charisms of faith, socia justice, support and eadership, nurtures an
More informationPreschool Services Under IDEA
Preschoo Services Under IDEA W e don t usuay think of Specific Learning Disabiities in connection with chidren beow schoo age. When we think about chidren age birth to six, we think first of their earning
More informationAccounting in the Construction Industry
Accounting in the Construction Industry How your CPA can hep you be among the 80 percent of contractors expected to survive the next year, rather than the 20 percent expected to fai. This whitepaper wi
More informationWEBSITE ACCOUNT USER GUIDE SECURITY, PASSWORD & CONTACTS
WEBSITE ACCOUNT USER GUIDE SECURITY, PASSWORD & CONTACTS Password Reset Process Navigate to the og in screen Seect the Forgot Password ink You wi be asked to enter the emai address you registered with
More informationA practical guide to personal financial advice Finding the right financial adviser and advice that works for you. Getting advice
A practica guide to persona financia advice Finding the right financia adviser and advice that works for you Getting advice About ASIC The Austraian Securities and Investments Commission (ASIC) reguates
More informationOracle Project Financial Planning. User's Guide Release 11.1.2.2
Orace Project Financia Panning User's Guide Reease 11.1.2.2 Project Financia Panning User's Guide, 11.1.2.2 Copyright 2012, Orace and/or its affiiates. A rights reserved. Authors: EPM Information Deveopment
More informationOverview of Health and Safety in China
Overview of Heath and Safety in China Hongyuan Wei 1, Leping Dang 1, and Mark Hoye 2 1 Schoo of Chemica Engineering, Tianjin University, Tianjin 300072, P R China, E-mai: david.wei@tju.edu.cn 2 AstraZeneca
More informationFederal Financial Management Certificate Program
MANAGEMENT CONCEPTS Federa Financia Management Certificate Program Training to hep you achieve the highest eve performance in: Accounting // Auditing // Budgeting // Financia Management ENROLL TODAY! Contract
More informationIBM Security QRadar SIEM
IBM Security QRadar SIEM Boost threat protection and compiance with an integrated investigative reporting system Highights Integrate og management and network threat protection technoogies within a common
More informationHybrid Interface Solutions for next Generation Wireless Access Infrastructure
tec. Connectivity & Networks Voker Sorhage Hybrid Interface Soutions for next Generation Wireess Access Infrastructure Broadband wireess communication wi revoutionize every aspect of peope s ives by enabing
More informationTesting Building Envelope Systems Using Infrared Thermography
John Sne Rob Spring, P.E. Testing Buiding Enveope Systems Using Infrared Thermography Abstract The structures we ive and work in are susceptibe to quaity and performance probems during construction and
More informationDriving Accountability Through Disciplined Planning with Hyperion Planning and Essbase
THE OFFICIAL PUBLICATION OF THE Orace Appications USERS GROUP summer 2012 Driving Accountabiity Through Discipined Panning with Hyperion Panning and Essbase Introduction to Master Data and Master Data
More informationVital Steps. A cooperative feasibility study guide. U.S. Department of Agriculture Rural Business-Cooperative Service Service Report 58
Vita Steps A cooperative feasibiity study guide U.S. Department of Agricuture Rura Business-Cooperative Service Service Report 58 Abstract This guide provides rura residents with information about cooperative
More informationGerman Auditors and Tax Advisors for foreign clients
München Regensburg Dachau German Auditors and Tax Advisors for foreign cients Economy Finance Financia Reports Taxes Strategies München Regensburg Dachau SH+C has focussed on consuting foreign cients with
More information