WhyshouldevenSMBs havea lookon ITIL andit Service Management and

Size: px
Start display at page:

Download "WhyshouldevenSMBs havea lookon ITIL andit Service Management and"

Transcription

1 WhyshouldevenSMBs havea lookon ITIL andit Service Management and howcoulditil beusefulforthem? IT Service Management for SMEs: Challenges and Opportunites 27 October 2011, Debrecen, Hungary ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries "The Swirl logo is a Trade Mark of the Office of Government Commerce" "Based on OGC ITIL material. Reproduced under license from OGC" I m just waiting for statements that ITIL will healcancerorhelpsagainst hunger crisis * Ed Holub, Gartner-Analyst at the Computerzeitung 10th of April Copyright Dierk Söllner IT-Beratung 2

2 Introduction The ITIL Service Lifecycle Profile ofsmb (usingitil ) Personal best practice Copyright Dierk Söllner IT-Beratung 3 Master of Business Administration 9yearsofimplementingERP-Solutions anddata Warehouse-systems for SMB (IBM-partner) 10 yearsatit Service Management IT Provider forsmb Internal projectmanagerforitil implementation ITIL trainerforsmb Consultant for ITSM tool implementation Certified ITIL Service Manager v2 anditil Expert v Copyright Dierk Söllner IT-Beratung 4

3 :00 - schrieb: Business perspective: - Name: Dierk Söllner One week without E- - Kunden-Nr.: xxxxxx Mails achieving the - Domain: dsoellner.de recipient Hallo, ich habe gestern Abend um 21:04 eine versendet, die bis heute morgen noch nicht angekommen ist. Wie kann ich sehen, ob diese versendet wurde? Ich habe auch in den letzten Tagen von anderen Kontakten gehört, dass meine s nicht angekommen sind. LG Dierk Söllner Guten Tag Herr Söllner, ich kann keine Störung am Maildienst von Server yyfeststellen. -versand und -Empfang funktioniert problemlos. Bei fehlerhaftem -versand sollten Sie entweder direkt vom Mailprogramm eine Fehlermeldung erhalten, bzw. liegt ein Problem mit dem Empfänger vor, so bekommen Sie vom Mailserver einen "Mail Delivery Report" mit entsprechender Fehlermeldung, warum die Zustellung nicht erfolgreich war. Mit freundlichen Grüßen xxx 24h-tfall-Telefon: +49 (0)9001 xxx Technical perspective: My systems are running! Copyright Dierk Söllner IT-Beratung 5 All Systems working regularly? Stay away Didyouputyour fingers on it? Does somebody know? Dimwit! Poor bugger! Are you responsible? Couldyou piniton somebody? Keep quiet! Fortune favours fools There is no problem! based on a poster by a service desk employee Copyright Dierk Söllner IT-Beratung 6

4 The Information Technology Infrastructure Library (ITIL ) is a set of best-practices for IT service management (ITSM) that focuses onaligning IT services with the needs of the business. In its current form (known as ITIL v3 and ITIL 2011 edition), ITIL is published in a series of five core publications, each of which covers an ITSM lifecycle stage. ITIL describes procedures, tasksand checklists that are not organization-specific, used by an organization for establishing a minimum level of competency. It allows the organization to establish a baselinefrom which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement Copyright Dierk Söllner IT-Beratung Copyright Dierk Söllner IT-Beratung 8

5 Copyright Dierk Söllner IT-Beratung 9 Analyzing the defect printer put out the fire recover Changing the defect printer Changing all defect printers in case of accumulation protect Rescue Helping the customer to print thebillson a network printer Copyright Dierk Söllner IT-Beratung 10

6 What is the vision? Corporates trategy and objectives Where are we now? Defining the baseline Where do we want to be? specific goals to be measured How do we get there? Optimization of processes and services Did we get there? Measure and control Copyright Dierk Söllner IT-Beratung Reduced or small budget Need for simple process documentation Combination of roles and responsibility is necessary Informal way of work Increased front-line contact to user Copyright Dierk Söllner IT-Beratung 12

7 Informal culture People know the majority of staff within the organization, but some degreeofformalityisnecessarytoreduceriskandthecostsof loosing control Team spirit Team spiritislikelytoexpandbeyondthewallsofcompany segments to enable closer collaboration Quick communication Sometimes supporting, sometimes adversely(things are done withtheminimumnumberofcomplications, but witha lack of planning and documentation) Copyright Dierk Söllner IT-Beratung 13 Responsiveness As long services are working fine, the customer is satisfied Flexibility Very quickly reaction to new ideas and changes Understanding the business The ITSM staff knows their place in organizational supply chain Copyright Dierk Söllner IT-Beratung 14

8 Lack of specialists Less specialists leeds to cover several roles in an organization Reliance on individuals Proceeding for substitution in case of absense should be defined where to hide If things go wrong(e.g. personality clashes), there are fewer options for solving problems Copyright Dierk Söllner IT-Beratung Seite 15 Limited Knowledge Need to buy specialists for several tasks or invest with more internal work and qualification High organization costs Less chances for the economies of scale Per capita complexity Small does not mean simple Copyright Dierk Söllner IT-Beratung Seite 16

9 IT service catalogue DescribingtheIT Service withcustomerswords(e.g. insteadoflotus Domino or Microsoft Outlook) Start simple, have a close look at the business requirements and engage the business Communication on both sides(it and business) Incident Management Create a Single Point ofcontact Define special work orders for frequent incidents Documentation of trouble shooting(ticket system) Configuration Management Analyse and specify the IT Infrastructure Top-Down from IT-Service to Configuration Item Copyright Dierk Söllner IT-Beratung 17 All Systems working regularly? Service Strategy Continual Service Improvement Stay away Does somebody Change Management know? protects the running systems Keep quiet! Service Level Management defines the services to be provided (and to be expected) Dimwit! Poor bugger! Service Reporting proves the quality of service delivery Couldyou piniton somebody? Didyouputyour fingers on it? Are you responsible? Configuration Management gives definite information about the attended IT-Infrastructure Fortune favours fools Incident Management increase customer satisfaction by There is no problem! fast troubleshooting Copyright Dierk Söllner IT-Beratung 18

10 Dierk Söllner phone:

GETTING FEEDBACK REALLY FAST WITH DESIGN THINKING AND AGILE SOFTWARE ENGINEERING

GETTING FEEDBACK REALLY FAST WITH DESIGN THINKING AND AGILE SOFTWARE ENGINEERING GETTING FEEDBACK REALLY FAST WITH DESIGN THINKING AND AGILE SOFTWARE ENGINEERING Dr. Tobias Hildenbrand & Christian Suessenbach, SAP AG Entwicklertag Karlsruhe, 22 May 2014 Ich wollte Mitarbeiter so motivieren,

More information

ITIL's IT Service Lifecycle - The Five New Silos of IT

ITIL's IT Service Lifecycle - The Five New Silos of IT The workable, practical guide to Do IT Yourself Vol. 4.01 January 1, 2008 ITIL's IT Service Lifecycle - The Five New Silos of IT By Rick Lemieux In my last article I spoke about IT s evolution from its

More information

Microsoft Certified IT Professional (MCITP) MCTS: Windows 7, Configuration (070-680)

Microsoft Certified IT Professional (MCITP) MCTS: Windows 7, Configuration (070-680) Microsoft Office Specialist Office 2010 Specialist Expert Master Eines dieser Examen/One of these exams: Eines dieser Examen/One of these exams: Pflichtexamen/Compulsory exam: Word Core (Exam 077-881)

More information

Designing and Deploying Messaging Solutions with Microsoft Exchange Server 2010 MOC 10233

Designing and Deploying Messaging Solutions with Microsoft Exchange Server 2010 MOC 10233 Designing and Deploying Messaging Solutions with Microsoft Exchange Server MOC 10233 In dieser Schulung erhalten Sie das nötige Wissen für das Design und die Bereitstellung von Messaging-Lösungen mit Microsoft

More information

IT Service Management

IT Service Management IT Service Management VNUG Conference 2013-09-04 Anders Stenmark Business Critical Consultant, HP Agenda Introduction Reliable service delivery ITSM ITSM Assessments 2 Introduction Anders Stenmark Business

More information

AP WORLD LANGUAGE AND CULTURE EXAMS 2012 SCORING GUIDELINES

AP WORLD LANGUAGE AND CULTURE EXAMS 2012 SCORING GUIDELINES AP WORLD LANGUAGE AND CULTURE EXAMS 2012 SCORING GUIDELINES Interpersonal Writing: E-mail Reply 5: STRONG performance in Interpersonal Writing Maintains the exchange with a response that is clearly appropriate

More information

Search Engines Chapter 2 Architecture. 14.4.2011 Felix Naumann

Search Engines Chapter 2 Architecture. 14.4.2011 Felix Naumann Search Engines Chapter 2 Architecture 14.4.2011 Felix Naumann Overview 2 Basic Building Blocks Indexing Text Acquisition Text Transformation Index Creation Querying User Interaction Ranking Evaluation

More information

The ITIL v.3 Foundation Examination

The ITIL v.3 Foundation Examination The ITIL v.3 Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper B, version 3.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.

More information

ISO20000: What it is and how it relates to ITIL v3

ISO20000: What it is and how it relates to ITIL v3 ISO20000: What it is and how it relates to ITIL v3 John DiMaria; Certified Six Sigma BB, HISP BSI Product Manager; ICT (ISMS,ITSM,BCM) Objectives and Agenda To raise awareness, to inform and to enthuse

More information

ITIL V3 Service Lifecycle Key Inputs and Outputs

ITIL V3 Service Lifecycle Key Inputs and Outputs ITIL V3 Lifecycle & ITIL V3 Lifecycle Key 1 ITIL V3 Lifecycle & Use Material Complying with all applicable copyright laws is responsibility user No part this document may be reproduced, stored in or introduced

More information

Vergleich der Versionen von Kapitel 1 des EU-GMP-Leitfaden (Oktober 2012) 01 July 2008 18 November 2009 31 Januar 2013 Kommentar Maas & Peither

Vergleich der Versionen von Kapitel 1 des EU-GMP-Leitfaden (Oktober 2012) 01 July 2008 18 November 2009 31 Januar 2013 Kommentar Maas & Peither Chapter 1 Quality Management Chapter 1 Quality Management System Chapter 1 Pharmaceutical Quality System Principle The holder of a Manufacturing Authorisation must manufacture medicinal products so as

More information

IPMA 2006 ITIL in Practice The Alignability Process Model and HP OpenView Service Desk

IPMA 2006 ITIL in Practice The Alignability Process Model and HP OpenView Service Desk IPMA 2006 ITIL in Practice The Alignability Process Model and HP OpenView Service Desk Presented by and Lilien Systems ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the Office

More information

IAC-BOX Network Integration. IAC-BOX Network Integration IACBOX.COM. Version 2.0.1 English 24.07.2014

IAC-BOX Network Integration. IAC-BOX Network Integration IACBOX.COM. Version 2.0.1 English 24.07.2014 IAC-BOX Network Integration Version 2.0.1 English 24.07.2014 In this HOWTO the basic network infrastructure of the IAC-BOX is described. IAC-BOX Network Integration TITLE Contents Contents... 1 1. Hints...

More information

Upgrading Your Skills to MCSA Windows Server 2012 MOC 20417

Upgrading Your Skills to MCSA Windows Server 2012 MOC 20417 Upgrading Your Skills to MCSA Windows Server 2012 MOC 20417 In dieser Schulung lernen Sie neue Features und Funktionalitäten in Windows Server 2012 in Bezug auf das Management, die Netzwerkinfrastruktur,

More information

FOR TEACHERS ONLY The University of the State of New York

FOR TEACHERS ONLY The University of the State of New York FOR TEACHERS ONLY The University of the State of New York REGENTS HIGH SCHOOL EXAMINATION G COMPREHENSIVE EXAMINATION IN GERMAN Friday, June 17, 2005 1:15 to 4:15 p.m., only SCORING KEY Updated information

More information

Applications of speech-to-text in customer service. Dr. Joachim Stegmann Deutsche Telekom AG, Laboratories

Applications of speech-to-text in customer service. Dr. Joachim Stegmann Deutsche Telekom AG, Laboratories Applications of speech-to-text in customer service. Dr. Joachim Stegmann Deutsche Telekom AG, Laboratories Contents. 1. Motivation 2. Scenarios 2.1 Voice box / call-back 2.2 Quality management 3. Technology

More information

ITIL QUALIFICATION SCHEME & ROLE-BASED TRAINING MATRIX WHITE PAPER

ITIL QUALIFICATION SCHEME & ROLE-BASED TRAINING MATRIX WHITE PAPER & ROLE-BASED TRAINING MATRIX WHITE PAPER PRESENTED BY: PUBLISHED: MAY 1, 2014 VERSION: 4 LISA SCHWARTZ AND DONNA KNAPP, ITSM ACADEMY SECTION PAGE Overview 2 Path to ITIL Expert Certification 3-5 Complementary

More information

Programme Director, Mr Josef Lederer

Programme Director, Mr Josef Lederer SPEECH DELIVERED BY THE CONSUL GENERAL AT A SCHENKER DINNER IN STUTTGART HELD ON FRIDAY 31 OCTOBER 2008 Programme Director, Mr Josef Lederer Sehr geehrter Leiter der Geschäftsstellen Stuttgart Herr Etzel,

More information

IBM Security. Alle Risiken im Blick und bessere Compliance Kumulierte und intelligente Security Alerts mit QRadar Security Intelligence

IBM Security. Alle Risiken im Blick und bessere Compliance Kumulierte und intelligente Security Alerts mit QRadar Security Intelligence IBM Security Alle Risiken im Blick und bessere Compliance Kumulierte und intelligente Security Alerts mit QRadar Security Intelligence Peter Kurfürst Vertrieb IBM Security Lösungen Enterprise-Kunden Baden-Württemberg

More information

Exemplar for Internal Assessment Resource German Level 1. Resource title: Planning a School Exchange

Exemplar for Internal Assessment Resource German Level 1. Resource title: Planning a School Exchange Exemplar for internal assessment resource German 1.5A for Achievement Standard 90887! Exemplar for Internal Assessment Resource German Level 1 Resource title: Planning a School Exchange This exemplar supports

More information

Software / FileMaker / Plug-Ins Mailit 6 for FileMaker 10-13

Software / FileMaker / Plug-Ins Mailit 6 for FileMaker 10-13 Software / FileMaker / Plug-Ins Mailit 6 for FileMaker 10-13 Seite 1 / 5 Mailit 6 for FileMaker 10-13 The Ultimate Email Plug-In Integrate full email capability into your FileMaker 10-13 solutions with

More information

quick documentation Die Parameter der Installation sind in diesem Artikel zu finden:

quick documentation Die Parameter der Installation sind in diesem Artikel zu finden: quick documentation TO: FROM: SUBJECT: ARND.SPIERING@AS-INFORMATIK.NET ASTARO FIREWALL SCAN MIT NESSUS AUS BACKTRACK 5 R1 DATE: 24.11.2011 Inhalt Dieses Dokument beschreibt einen Nessus Scan einer Astaro

More information

AnyWeb AG 2008 www.anyweb.ch

AnyWeb AG 2008 www.anyweb.ch HP SiteScope (End-to-End Monitoring, System Availability) Christof Madöry AnyWeb AG ITSM Practice Circle September 2008 Agenda Management Technology Agentless monitoring SiteScope in HP BTO SiteScope look

More information

SUSPECT ADVERSE REACTION REPORT

SUSPECT ADVERSE REACTION REPORT CIOMS FORM SUSPECT ADVERSE REACTION REPORT DE-BFARM-16131624 I. REACTION INFORMATION 1. PATIENT INITIALS 1a. COUNTRY 2. DATE OF BIRTH 2a. AGE 3. SEX 4-6 REACTION ONSET privacy DE DA MO YR DA MO YR Female

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper B, version 4.0 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

ITIL V3 and ASL Sound Guidance for Application Management and Application Development

ITIL V3 and ASL Sound Guidance for Application Management and Application Development For IT V3 and Sound Guidance for Application and Application Development Machteld Meijer, Mark Smalley & Sharon Taylor Alignment White Paper January 2008 V3 & : A Comparison Abstract In May 2007, the Office

More information

QAS DEBUG - User und Computer

QAS DEBUG - User und Computer QAS DEBUG - User und Computer Inhalt Computer Status vastool status Benutzer Login vastool list user vastool nss getpwnam vastool user checkaccess kinit su

More information

FRAUNHOFER INSTITUTe For MATERIAL FLow and LOGISTIcs IML MARKETSTUDY: aided by:

FRAUNHOFER INSTITUTe For MATERIAL FLow and LOGISTIcs IML MARKETSTUDY: aided by: FRAUNHOFER INSTITUTe For MATERIAL FLow and LOGISTIcs IML MARKETSTUDY:»Cloud Computing for LogistiCS«ACCEPTANCE OF THE LOGISTICS MALL by the users aided by: Innovation cluster «Logistics Mall Cloud Computing

More information

Introduction: ITIL Version 3 and the ITIL Process Map V3

Introduction: ITIL Version 3 and the ITIL Process Map V3 Introduction: ITIL Version 3 and the ITIL Process Map V3 IT Process Maps www.it-processmaps.com IT Process Know-How out of a Box IT Process Maps GbR, 2009-2 - Contents HISTORY OF ITIL... 4 The Beginnings...

More information

FOR TEACHERS ONLY The University of the State of New York

FOR TEACHERS ONLY The University of the State of New York FOR TEACHERS ONLY The University of the State of New York REGENTS HIGH SCHOOL EXAMINATION G COMPREHENSIVE EXAMINATION IN GERMAN Friday, June 15, 2007 1:15 to 4:15 p.m., only SCORING KEY Updated information

More information

Zielgruppe Dieses Training eignet sich für System Engineers und an SCCM- Administratoren.

Zielgruppe Dieses Training eignet sich für System Engineers und an SCCM- Administratoren. Deploying System Center 2012 Configuration Manager - SCCM MOC 10748 In dieser Schulung lernen Sie die Planung und Bereitstellung einer System Center 2012 Configuration Manager-Hierarchie, einschließlich

More information

Introduction to the ITIL Service Management Framework

Introduction to the ITIL Service Management Framework Introduction to the ITIL Service Management Framework ITIL is a registered trade mark of the Cabinet Office. The Swirl logo is a trade mark of the Cabinet Office. IT Infrastructure Library is a registered

More information

Prepress / Computer To Film / RIP - Xitron Navigator HQ RIP V7.2 für Linotronic 260 300 330 530 560 von Highwater

Prepress / Computer To Film / RIP - Xitron Navigator HQ RIP V7.2 für Linotronic 260 300 330 530 560 von Highwater Prepress / Computer To Film / RIP - Xitron Navigator HQ RIP V7.2 für Linotronic 260 300 330 530 560 von Highwater Seite 1 / 7 HQ RIP V7.2 für Linotronic 260,300,330,530,560 von Highwater Lieferumfang:

More information

Upgrade-Preisliste. Upgrade Price List

Upgrade-Preisliste. Upgrade Price List Upgrade-Preisliste Mit Firmware Features With list of firmware features Stand/As at: 10.09.2014 Änderungen und Irrtümer vorbehalten. This document is subject to changes. copyright: 2014 by NovaTec Kommunikationstechnik

More information

Exemplar for Internal Achievement Standard. German Level 1

Exemplar for Internal Achievement Standard. German Level 1 Exemplar for Internal Achievement Standard German Level 1 This exemplar supports assessment against: Achievement Standard 90885 Interact using spoken German to communicate personal information, ideas and

More information

Tait Support Agreement. Assured network communications. Service Description

Tait Support Agreement. Assured network communications. Service Description Tait Support Agreement Assured network communications Service Description CONTACT INFORMATION Tait Communications Corporate Head Office Tait Limited P.O. Box 1645 Christchurch New Zealand For addresses

More information

Elena Chiocchetti & Natascia Ralli (EURAC) Tanja Wissik & Vesna Lušicky (University of Vienna)

Elena Chiocchetti & Natascia Ralli (EURAC) Tanja Wissik & Vesna Lušicky (University of Vienna) Elena Chiocchetti & Natascia Ralli (EURAC) Tanja Wissik & Vesna Lušicky (University of Vienna) VII Conference on Legal Translation, Court Interpreting and Comparative Legilinguistics Poznań, 28-30.06.2013

More information

Wolkige Versprechungen - Freiraum mit Tuecken

Wolkige Versprechungen - Freiraum mit Tuecken Wolkige Versprechungen - Freiraum mit Tuecken Aria_Naderi@bmc.com Wolkige Versprechungen Im Rechenzentrum Wölkchen sind inzwischen bereits einige Wölkchen am Netz Himmel aufgezogen, doch eine dichte Wolkendecke

More information

HP SAP. Where Development, Test and Operations meet. Application Lifecycle Management

HP SAP. Where Development, Test and Operations meet. Application Lifecycle Management HP SAP Where Development, Test and Operations meet Application Lifecycle Management 1 Introduction 1.1 ALM CONCEPTS Application Lifecycle Management (ALM) empowers IT to manage the core application life-cycle,

More information

Satzstellung. Satzstellung Theorie. learning target. rules

Satzstellung. Satzstellung Theorie. learning target. rules Satzstellung learning target Aim of this topic is to explain how to arrange the different parts of a sentence in the correct order. I must admit it took quite a long time to handle this topic and find

More information

(51) Int Cl.: G10L 15/26 (2006.01)

(51) Int Cl.: G10L 15/26 (2006.01) (19) TEPZZ Z 8B_T (11) EP 2 023 338 B1 (12) EUROPEAN PATENT SPECIFICATION (4) Date of publication and mention of the grant of the patent: 28.0.14 Bulletin 14/22 (1) Int Cl.: GL /26 (06.01) (21) Application

More information

Consumer Logistics and Purchasing Process for Fast Moving Consumer Goods

Consumer Logistics and Purchasing Process for Fast Moving Consumer Goods Lehrstuhl für ABWL und Logistikmanagement Lehrstuhlinhaber: Prof. Dr. Herbert Kotzab Master thesis / Bachelor Thesis / Term paper/ on the subject of Consumer Logistics and Purchasing Process for Fast Moving

More information

PBS CBW NLS IQ Enterprise Content Store

PBS CBW NLS IQ Enterprise Content Store CBW NLS IQ Enterprise Content Store Solution for NetWeaver BW and on HANA Information Lifecycle Management in BW Content Information Lifecycle Management in BW...3 Strategic Partnership...4 Information

More information

ITIL V3 and ISO/IEC 20000

ITIL V3 and ISO/IEC 20000 For IT Service Management ITIL V3 and ISO/IEC 20000 Jenny Dugmore and Sharon Taylor Alignment White Paper March 2008 ITIL V3 and ISO/IEC 20000 Background For some years the close relationship between ITIL

More information

Zielgruppe Dieses Training eignet sich für IT-Professionals.

Zielgruppe Dieses Training eignet sich für IT-Professionals. Advanced Solutions of Microsoft Exchange Server 2013 MOC 20342 In diesem Kurs wird den Teilnehmern das Wissen vermittelt, eine Microsoft Exchange Server 2013 Umgebung zu konfigurieren und zu verwalten.

More information

New perspectives in music education a note about music schools in Austria

New perspectives in music education a note about music schools in Austria Peter Röbke, Vienna New perspectives in music education a note about music schools in Austria I think we have to make a decision! Reflecting on new perspectives in music education - what is our starting

More information

SAP Solution Manager Change Request Management. SAP Solution Manager Product Management SAP AG

SAP Solution Manager Change Request Management. SAP Solution Manager Product Management SAP AG SAP Solution Manager Change Request Management SAP Solution Manager Product Management SAP AG Change Request Management Maintenance Activities Project Activities Administration Activities SAP Solution

More information

Run SAP Implementation Partner Program Guide 2009 ADOPTING THE RUN METHODOLOGY INTO YOUR SAP IMPLEMENTATIONS

Run SAP Implementation Partner Program Guide 2009 ADOPTING THE RUN METHODOLOGY INTO YOUR SAP IMPLEMENTATIONS Run SAP Implementation Partner Program Guide 2009 ADOPTING THE RUN METHODOLOGY INTO YOUR SAP IMPLEMENTATIONS Executive Summary The foundation for business process availability is laid in the technical

More information

Mit einem Auge auf den mathema/schen Horizont: Was der Lehrer braucht für die Zukun= seiner Schüler

Mit einem Auge auf den mathema/schen Horizont: Was der Lehrer braucht für die Zukun= seiner Schüler Mit einem Auge auf den mathema/schen Horizont: Was der Lehrer braucht für die Zukun= seiner Schüler Deborah Löwenberg Ball und Hyman Bass University of Michigan U.S.A. 43. Jahrestagung für DidakEk der

More information

Certificate SAP INTEGRATION CERTIFICATION

Certificate SAP INTEGRATION CERTIFICATION Certificate SAP INTEGRATION CERTIFICATION SAP SE hereby confirms that the interface software MCC SR2015 for the product MCC SR2015 of the MEIERHOFER AG. has been certified for integration with SAP ECC

More information

Designing and Implementing a Server Infrastructure MOC 20413

Designing and Implementing a Server Infrastructure MOC 20413 Designing and Implementing a Server Infrastructure MOC 20413 In dieser 5-tägigen Schulung erhalten Sie die Kenntnisse, welche benötigt werden, um eine physische und logische Windows Server 2012 Active

More information

Help Desk Simplified. ITIL Service Desk. By John Redman Senior Product Specialist BrightBox Solutions

Help Desk Simplified. ITIL Service Desk. By John Redman Senior Product Specialist BrightBox Solutions Help Desk Simplified ITIL Service Desk By John Redman Senior Product Specialist BrightBox Solutions 1401 Peachtree Street NE, Suite 500, Atlanta, GA 30309 Tel 877.615.5194 Fax 404.793.0764 Copyright 2012

More information

OGC s Official Accreditor

OGC s Official Accreditor Professional Qualifications for ITIL PRACTICES FOR SERVICE MANAGEMENT The ITIL V3 Foundation Bridge Certificate in IT Service Management SYLLABUS OGC s Official Accreditor The Swirl logo is a Trade Mark

More information

Information Systems 2

Information Systems 2 Information Systems 2 Prof. Dr. Dr. L. Schmidt-Thieme MSc. André Busche Übung 9 0. Allerlei 1. Übung 2. Hands on some things 2.1 Saxon 2.2 Corba 28.06.10 2/ 0. Allerlei 1. Übung 2. Hands on some things

More information

HP Service Manager software

HP Service Manager software HP Service Manager software The HP next generation IT Service Management solution is the industry leading consolidated IT service desk. Brochure HP Service Manager: Setting the standard for IT Service

More information

Linux & Docker auf Azure

Linux & Docker auf Azure Linux & Docker auf Azure Linux in der Azure Cloud Web Mail Twitter Rainer Stropek software architects gmbh http://www.timecockpit.com rainer@timecockpit.com @rstropek Saves the day. Your Host Rainer Stropek

More information

Document Control Information

Document Control Information Document Control Information Document Details Document Name Purpose of Document Document Version Number 3.0 Document Status Document Owner Prepared By ITIL Service Management Practices: V3 Qualifications

More information

there s a renewed focus on real-world return on investment interdependencies and collaboration are key time is the critical metric

there s a renewed focus on real-world return on investment interdependencies and collaboration are key time is the critical metric !!! 1 trends implications the requirement is for responsible spending and IT governance there s a renewed focus on real-world return on investment IT consolidation Process automation collaboration between

More information

Exchange Synchronization AX 2012

Exchange Synchronization AX 2012 Exchange Synchronization AX 2012 Autor... Pascal Gubler Dokument... Exchange Synchronization 2012 (EN) Erstellungsdatum... 25. September 2012 Version... 2 / 17.06.2013 Content 1 PRODUKTBESCHREIBUNG...

More information

HYPOGLYCAEMIA HOW TO RECOGNISE AND MANAGE HYPOGLYCAEMIA. Living your life as normal as possible

HYPOGLYCAEMIA HOW TO RECOGNISE AND MANAGE HYPOGLYCAEMIA. Living your life as normal as possible HYPOGLYCAEMIA HOW TO RECOGNISE AND MANAGE HYPOGLYCAEMIA DEDBT01952 Lilly Deutschland GmbH Werner-Reimers-Straße 2-4 61352 Bad Homburg Living your life as normal as possible www.lilly-pharma.de www.lilly-diabetes.de

More information

All the English here is taken from students work, both written and spoken. Can you spot the errors and correct them?

All the English here is taken from students work, both written and spoken. Can you spot the errors and correct them? Grammar Tasks This is a set of tasks for use in the Basic Grammar Class. Although they only really make sense when used with the other materials from the course, you can use them as a quick test as the

More information

IBM and the IT Infrastructure Library.

IBM and the IT Infrastructure Library. IBM Global Services September 2004 IBM and the IT Infrastructure Library. How IBM supports ITIL and provides ITIL-based capabilities and solutions Page No. 2 Contents ITIL Planning for Service 2 Executive

More information

AWS (Amazon Web Services) Managed

AWS (Amazon Web Services) Managed AWS (Amazon Web Services) Managed Services A New World constant change needs Agility T h e world is changing fast and IT infrastructure has become in creasingly complex. Enterprises are keen to adopt the

More information

Cloud Performance Group 1. Cloud@Night Event. 14. Januar 2016 / Matthias Gessenay (matthias.gessenay@corporatesoftware.ch)

Cloud Performance Group 1. Cloud@Night Event. 14. Januar 2016 / Matthias Gessenay (matthias.gessenay@corporatesoftware.ch) 1 Cloud@Night Event 14. Januar 2016 / Matthias Gessenay (matthias.gessenay@corporatesoftware.ch) 2 Agenda SharePoint ABC Project Server ABC What s new in O365 4 SharePoint 2016 ABC A Access App-Support

More information

ITIL 2011 Summary of Updates

ITIL 2011 Summary of Updates ITIL 2011 Summary of Updates Crown 2 ITIL 2011 Summary of Updates Contents 1 Introduction 3 2 Global changes 3 3 ITIL Service Strategy 4 4 ITIL Service Design 5 5 ITIL Service Transition 5 6 ITIL Service

More information

500 Creek View Road Newark, DE 19808. LearningServices@compaid.com www.compaid.com/learningservices. ITIL Foundation Training Business Case

500 Creek View Road Newark, DE 19808. LearningServices@compaid.com www.compaid.com/learningservices. ITIL Foundation Training Business Case 500 Creek View Road Newark, DE 19808 LearningServices@compaid.com www.compaid.com/learningservices ITIL Foundation Training Business Case BUSINESS CASE WHAT IS ITIL? ITIL is the most widely used and successful

More information

2012-06-18 23:09:13.387626 [scheduler thread(5)]: AdvancedCardAllocation.GetAvailableCardsForChannel took 7 msec

2012-06-18 23:09:13.387626 [scheduler thread(5)]: AdvancedCardAllocation.GetAvailableCardsForChannel took 7 msec card 2 = FireDTV, card 3 = KNC1 die gelben Zeilen zeigen: Es sind beide Karten frei und der Scheduler wählt Karte 2 Erfolgreiches tunen einer Sendung auf Karte 2 / FireDTV 3SAT Made in Munich 18.06.2012

More information

Das Verb to be im Präsens

Das Verb to be im Präsens Das Verb to be im Präsens 1. Person Sg. I am ich bin 2. Person Sg./Pl. 1. Person Pl. you we are du / ihr / Sie wir sind 3. Person Pl. they sie (Pl) 3. Person Sg. he she is er sie ist it es Imperativ: Be

More information

Hong Kong Information Security Group TRAINING AGENDA

Hong Kong Information Security Group TRAINING AGENDA TRAINING AGENDA THE ITIL FOUNDATION CERTIFICATE IN IT SEVICE MANAGEMENT The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of

More information

I-Q SCHACHT & KOLLEGEN QUALITÄTSKONSTRUKTION GMBH ISO 26262:2011. Liste der Work Products aus der Norm

I-Q SCHACHT & KOLLEGEN QUALITÄTSKONSTRUKTION GMBH ISO 26262:2011. Liste der Work Products aus der Norm I-Q SCHACHT & KOLLEGEN QUALITÄTSKONSTRUKTION GMBH ISO 26262:2011 Liste der Work Products aus der Norm 1. Work Products in der ISO 26262:2011 1.1 Liste ISO-26262:2011, part 1 - Vocabulary no relevant work

More information

ITIL: Foundation (Revision 1.6) Course Overview. Course Outline

ITIL: Foundation (Revision 1.6) Course Overview. Course Outline ITIL: Foundation (Revision 1.6) Course Overview The ITIL Foundation Certification Course introduces the new student to the fundamentals of IT Service Management as described in the IT Infrastructure Library

More information

Research Note. Mobile working in a company

Research Note. Mobile working in a company Research Note Mobile working in a company In July 2015, Cortado Mobile Solutions GmbH surveyed 215 business users and IT managers in Germany and the United Kingdom, asking them about their experience of

More information

Polar Help Desk 4.1. User s Guide

Polar Help Desk 4.1. User s Guide Polar Help Desk 4.1 User s Guide Copyright (legal information) Copyright Polar 1995-2005. All rights reserved. The information contained in this document is proprietary to Polar and may not be used or

More information

STUDENT HANDBOOK M.A./MBA (USA)

STUDENT HANDBOOK M.A./MBA (USA) Content Program Goal... 2 Management Project... 2 Competence Development... 2 Program Facts & Degrees... 2 Awarded Credits, Workload & Duration... 3 Starting Dates... 3 Target Group & Admission Requirements...

More information

The ITIL v.3 Foundation Examination

The ITIL v.3 Foundation Examination The ITIL v.3 Foundation Examination Sample Paper A, version 3.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions. 3. All answers are to be marked on

More information

1. Wenn der Spieler/die Spielerin noch keine IPIN hat, bitte auf den Button Register drücken

1. Wenn der Spieler/die Spielerin noch keine IPIN hat, bitte auf den Button Register drücken Welcome to IPIN The ipin (International Player Identification Number) is brought to you by the International Tennis Federation, the world governing body of tennis. All players who wish to compete in ITF

More information

I Textarbeit. Text 1. I never leave my horse

I Textarbeit. Text 1. I never leave my horse BEJ Musterprüfung Englisch (11020) 1 I Textarbeit Text 1 I never leave my horse 1 5 10 15 20 Police officers in Ireland don t carry guns. But they often ride through Dublin on horses. Julie Folan is a

More information

Product Availability List Graphic Arts Film Products. September 2007 (version 3.0)

Product Availability List Graphic Arts Film Products. September 2007 (version 3.0) Product Availability List Graphic Arts Film Products September 2007 (version 3.0) Krauchthal, September 2007 Dear business partner, As usual at this time of the year our film availability list has been

More information

Kapitel 2 Unternehmensarchitektur III

Kapitel 2 Unternehmensarchitektur III Kapitel 2 Unternehmensarchitektur III Software Architecture, Quality, and Testing FS 2015 Prof. Dr. Jana Köhler jana.koehler@hslu.ch IT Strategie Entwicklung "Foundation for Execution" "Because experts

More information

LEJ Langenscheidt Berlin München Wien Zürich New York

LEJ Langenscheidt Berlin München Wien Zürich New York Langenscheidt Deutsch in 30 Tagen German in 30 days Von Angelika G. Beck LEJ Langenscheidt Berlin München Wien Zürich New York I Contents Introduction Spelling and pronunciation Lesson 1 Im Flugzeug On

More information

Service Desk Level 1 Service Description

Service Desk Level 1 Service Description Service Desk Level 1 Service Description Copyright Copyright Atea Group. All rights reserved. This document may not be reproduced, in whole or in part, in any form or any language, except for the client

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper B, version 5.0 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

Job Title: Service Desk Manager Location: To be based on any site on which Leeds City College operates Vacancy Ref No:

Job Title: Service Desk Manager Location: To be based on any site on which Leeds City College operates Vacancy Ref No: Job Description Job Title: Service Desk Manager Location: To be based on any site on which Leeds City College operates Vacancy Ref No: ER035 Salary: Grade LM1(Points 32-35) Commencing 31,006 with progression

More information

An IT executive with over 25 years in the field A few companies I have worked for:

An IT executive with over 25 years in the field A few companies I have worked for: Jerry Gitlitz An IT executive with over 25 years in the field A few companies I have worked for: Chase Manhattan Bank IBM Goldman Sachs Bank of America I am ITIL, Six Sigma and CMM certified. Currently

More information

The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence

The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver White Paper: BEST PRACTICES The Modern Service Desk: Contents Introduction............................................................................................

More information

Multipurpsoe Business Partner Certificates Guideline for the Business Partner

Multipurpsoe Business Partner Certificates Guideline for the Business Partner Multipurpsoe Business Partner Certificates Guideline for the Business Partner 15.05.2013 Guideline for the Business Partner, V1.3 Document Status Document details Siemens Topic Project name Document type

More information

Determining Best Fit. for ITIL Implementations

Determining Best Fit. for ITIL Implementations Determining Best Fit for ITIL Implementations Michael Harris President David Consulting Group Agenda Why ITIL? The Evolution of IT Metrics Towards the Business What do businesses need from IT Introduction

More information

ENTWURF ÖVE/ÖNORM EN 50126-5

ENTWURF ÖVE/ÖNORM EN 50126-5 EN 50126-5 Ausgabe: 2012-12-01 Railway applications The Specification and Demonstration of Reliability, Availability, Maintainability and Safety (RAMS) Part 5: Functional Safety Software Hinweis: Aufgrund

More information

Joseph Beuys. Selection of 30 prints from three large suites Suite Schwurhand (1980) Suite Zirkulationszeit (1982) Suite Tränen (1985)

Joseph Beuys. Selection of 30 prints from three large suites Suite Schwurhand (1980) Suite Zirkulationszeit (1982) Suite Tränen (1985) Selection of 30 prints from three large suites Suite Schwurhand (1980) Suite Zirkulationszeit () Suite Tränen (1985) etchings and lithographs on paper from 1980 until 1985 varying sizes each with handwritten

More information

INSRUCTION MANUAL AND GUARANTEE POLICY

INSRUCTION MANUAL AND GUARANTEE POLICY INSRUCTION MANUAL AND GUARANTEE POLICY FRACTOMETER II made in Germany by: IML- Instrumenta Mechanik Labor GmbH Großer Stadtacker 2 69168 Wiesloch Germany Phone: (+49) 6222 / 6797-0 Fax: (+49) 6222-6797-

More information

Disney s ITIL Journey. Glen Taylor, Vice President of Technology, Architecture and Security, Parks & Resorts, The Walt Disney Company

Disney s ITIL Journey. Glen Taylor, Vice President of Technology, Architecture and Security, Parks & Resorts, The Walt Disney Company Disney s ITIL Journey Glen Taylor, Vice President of Technology, Architecture and Security, Parks & Resorts, The Walt Disney Company AXELOS.com Case Study October 2010 Disney Contents Introduction 3 Disney

More information

ISO/IEC 27001:2013 Thema Änderungen der Kontrollen der ISO/IEC 27001:2013 im Vergleich zur Fassung aus 2005 Datum 20.01.2014

ISO/IEC 27001:2013 Thema Änderungen der Kontrollen der ISO/IEC 27001:2013 im Vergleich zur Fassung aus 2005 Datum 20.01.2014 ISO/IEC 27001:2013 Thema Änderungen der Kontrollen der ISO/IEC 27001:2013 im Vergleich zur Fassung aus 2005 Datum 20.01.2014 Legende: gering mittel hoch Änderungsgrad A.5 Information security policies

More information

This document is a preview generated by EVS

This document is a preview generated by EVS EESTI STANDARD EVS-EN ISO 18104:2004 Health Informatics - Integration of a reference terminology model for nursing Health Informatics - Integration of a reference terminology model for nursing EESTI STANDARDIKESKUS

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

Frameworks for IT Management

Frameworks for IT Management Frameworks for IT Management Copyright protected. Use is for Single Users only via a VHP Approved License. For information and printed versions please see www.vanharen.net 18 ITIL - the IT Infrastructure

More information

Vergleich der Versionen von Kapitel 7 des EU-GMP-Leitfadens (September 2012)

Vergleich der Versionen von Kapitel 7 des EU-GMP-Leitfadens (September 2012) (Valid until January 31, Principle Contract manufacture and analysis must be correctly defined, agreed and controlled in order to avoid misunderstandings which could result in a product or work of unsatisfactory

More information

IT Service Management

IT Service Management IT Service Management Centra Session 1 Wednesday 13 April 2011 Harry Powell DER Program Manager, DECS Deputy Chairman, itsmf Australia Director Strategic Planning, itsmf Australia Don Priest DER Project

More information

Tutorial: Towards better managed Grids. IT Service Management best practices based on ITIL

Tutorial: Towards better managed Grids. IT Service Management best practices based on ITIL Tutorial: Towards better managed Grids. IT Service Management best practices based on ITIL EGI Technical Forum 2011, Lyon (France) September 22, 2011 Dr. Thomas Schaaf www.gslm.eu EMERGENCE TECH LTD. The

More information

Social Skills für Software Experten

Social Skills für Software Experten Corporate Technology Social Skills für Experten Erfahrungsbericht vom Siemens Curriculum für Senior Architekten / Architekten Matthias Singer Siemens AG Learning Campus Copyright 2010. All rights reserved.

More information