Pink Elephant s Critical Success Factors for Successful IT Service Management. Pink Elephant Leading The Way In IT Management Best Practices

Size: px
Start display at page:

Download "Pink Elephant s Critical Success Factors for Successful IT Service Management. Pink Elephant Leading The Way In IT Management Best Practices"

Transcription

1 Pink Elephant s Critical Success Factors for Successful IT Service Management Pink Elephant Leading The Way In IT Management Best Practices

2 Critical Success Factors For Successful ITSM Establish a sense of urgency we must change. Create a powerful guiding coalition Develop a compelling vision and a realistic strategy Communicate the vision and strategy and again Empower your people to succeed remove obstacles Generate quick wins celebrate these wins Don t declare victory too soon consolidate the wins into further action Anchor/embed these changes into the organization s culture ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 2

3 Pink Elephant Four Primary Areas Of Business 1. Education programs: most comprehensive ITIL portfolio in the world ALL courses available via public schedules, in-house & self-paced online 2. Consulting: over 20 years we ve developed more experience with more projects than anyone else 3. Conferences: including the world s largest IT Management Conference (February each year in Las Vegas) 4. Online Resources: to assist with education & project implementation: PinkATLAS PinkSCAN PinkREADY Process Improvement Tool-kits ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 3

4 Pink Elephant - Leading The World In IT Management Best Practices Pink Elephant Inc. HQ: Toronto, Canada AMERICAS EUROPE/MIDDLE EAST ASIA PACIFIC Canada USA Brazil Mexico Caribbean UK South Africa Netherlands Denmark France Pakistan Saudi Arabia - NOMD Malaysia Hong Kong Singapore Indonesia New Zealand Australia ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 4

5 C1: Limited Vision & Leadership ITSM Enablers / CSFs Case Study Executive Commitment Program and Process Governance Technology vs. Service Mgmt. (Cultural Climate) IT Operating Models Service Enabling Organisational Design Baseline Assessments ITSM funding model Program Risk Management Sustained Support A global organisation in the oil and gas industry had a requirement to create a robust process governance structure for both their ITSM program and the ongoing process ownership. The following elements were critical to their success: 1) Process Ownership (scaled) 2) Global process governance 3) A Change process 4) Common process controls ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 5

6 ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 6

7 C2: Limited Resources ITSM Enablers / CSFs Project funding / budgets Business case and benefit realisation Targeted Improvements Identify Quick Wins Capability Assessments Formal ITSM project roles Dedicated resources for project and ongoing process management High Senior Manager involvement Case Study A pharmaceutical supplier had limited funds and resources for their ITIL program. They needed a way to identify quickly where to best invest their limited funds and to focus on quick wins. They used a process assessment to gain this information, to build their business case and identify their most urgent improvement areas. ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 7

8 ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 8

9 C3: Integrated Tools ITSM Enablers / CSFs IT management tool architecture Tool selection criteria Process automation requirements Data requirements Federated Configuration Management Systems Process CSF and KPI status reporting Case Study A telecommunications provider had to develop a service oriented CMDB for its customer facing services. This requirement was driven both by legislation as well as business criticality. They needed to fast track their design timelines based on concrete industry examples. To do this they leveraged Pink s templates to slash the design time, gain organisational acceptance and develop tool requirements ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 9

10 ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 10

11 C4: Behavioral Change Management ITSM Enablers / CSFs Organisational Change Readiness assessment Cultural climate Education plan development ITSM status dashboards Individual performance measurement (KRA, KPIs) Employee Compliance strategy Service and process oriented performance and reward systems? Case Study A shared services group with operations in several different countries recognised they had a wide diversity of cultures and levels of acceptance for IT Service Management. They used cultural and change readiness assessment to target cultural hot spots. This knowledge enabled them to direct specific actions for their communication and behavioral change strategies. ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 11

12 ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 12

13 C5: Loss Of Momentum ITSM Enablers / CSFs Showing business value of IT improvement efforts Loss of program priority The need to show proof of benefits and return on Investment Mitigate the risk of management and staff turnover Dealing with competing initiatives Case Study A financial management organisation had an audit and senior management requirement to show proof of concrete process improvements. To accomplish this goal they planned for an ongoing series of re-assessments every 6 to 8 months using both internal and external resources. This focus on continual service improvement provided IT executives with a regular program status as well as a focus on measurement that ensured organisational compliance to the processes already deployed. ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 13

14 ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 14

15 Critical Success Factors: Identify The Right Tools ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 15

16 Pink Elephant s IT Service Management Roadmap Dev. Phase 1 Dev. Phase 2 Dev. Phase 3 Rome was not built in a day, nor will your ITSM program! (see more details in the hidden slides) ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 16

17 Suggested Implementation Order - 1 ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 17

18 Suggested Implementation Order - 2 ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 18

19 Suggested Implementation Order - 3 ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 19

20 Company ABC Project Plan Phase 1-6 Months Phase 2-5 Months M 1 Baseline Gap Assessment Phase 1 Planning M 2 M 3 M 4 M 5 M 6 M 7 M 8 M 9 M 10 Sponsorship and Governance Process & Project Governance CommunicaMon Planning, ITIL CerMficaMon Training & Awareness Sessions Tool integramon strategy Establish ongoing process staff / roles M 11 M 12 ABC Process Team IdenMficaMon Incident Management, Service Desk Gap Closure Change Management (CM) Process Design & Test Develop IM CM, Training Materials Deploy Phase 1 Processes IM, CM Configure Incident & Service Desk in tool Test Configure CM Processes in Tool Test Phase 2 Planning ABC Process Team IdenMficaMon Service Structure DefiniMon & Catalog & Process Design Problem Management Configure Problem Mgmt. Processes in Tool Publish Service Catalog In Tool/Intranet? Test Service Catalog in tool or ABC Intranet Develop SC and PM Training Materials Test Deploy Phase 2 Processes SC, PM Phase 3 Planning ConfiguraMon Mgmt. ABC Process Request Fulfillment Team Pink Elephant 2010 unless otherwise IdenMficaMon stated. All rights reserved. ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 20

21 ABC Project Plan Phase 3-6 Months Phase 4-5 Months M 1 M 2 M 3 M 4 M 5 M 6 M 7 M 8 Sponsorship and Governance Process & Project Governance CommunicaMon Planning, ITIL CerMficaMon Training & Awareness Sessions Tool integramon strategy Establish ongoing process staff / roles M 9 M 10 M 11 M 12 Ongoing Process ConMnual Service Improvement ConfiguraMon Management (A) Process, Data Model & Data Request Fulfillment Develop SACM and RF Training Materials Deploy Phase 3 Processes SACM, RF Re- Assess Process Self Assessment Configure CMDB Data Model in tool and load Proof of concept data Test Configure RF Processes in Tool Test ConfiguraMon Management (B) Data and RelaMonships only Service Level Management Account / Management SLM Training Materials Deploy Phase 4 Process SLM Integrate Monitoring Tools and Load AddiMonal CMDB Data and RelaMonships Configure Service Level Management Process in the tool Test Test ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

22 Pink s Expert Views On The Latest Industry Trends Riyadh Jakarta Kuala Lumpur Hong Kong Singapore Sydney Toronto Washington D.C. Chicago Dallas San Francisco David Ratcliffe President Pink Elephant david.ratcliffe@pinkelephant.com George Spalding Executive Vice President Pink Elephant g.spalding@pinkelephant.com Pink Elephant Leading The Way In IT Management Best Practices

Pink Elephant. ITIL V3 The Value of Education

Pink Elephant. ITIL V3 The Value of Education Pink Elephant ITIL V3 The Value of Education How does ITIL V3 help improve IT Services? The ITIL V3 revised guidance was published on May 30th 2007, with updated content including new concepts, revised

More information

Determining Best Fit for ITIL Implementation

Determining Best Fit for ITIL Implementation Determining Best Fit for ITIL Implementation Presentation to the DC SPIN October 4, 2006 www.davidconsultinggroup.com Agenda Introduction to ITIL Preparing for ITIL Best Fit Analysis Relationship of ITIL

More information

Pink Perspective 2008

Pink Perspective 2008 News, Trends & Concerns In Our Industry IT Service Management Singapore Kuala Lumpur Chicago Seattle Calgary San Francisco Washington D.C. Philadelphia Dallas Toronto Pink Elephant Leading The Way In IT

More information

Planning and Implementing ITIL in ICT Organisations

Planning and Implementing ITIL in ICT Organisations CCPM Solutions Experts in ICT Performance Supporting Your Business Planning and Implementing ITIL in ICT Organisations June 2012, Addis Ababa Content 1. Quick ITIL (Overview) 2. Case study (How not to

More information

IT Service. Demystifying ITIL. J. Andrew Atencio Andy. 1. Introduction and History. 2. Why Service Management/ITIL?

IT Service. Demystifying ITIL. J. Andrew Atencio Andy. 1. Introduction and History. 2. Why Service Management/ITIL? IT Service Management: Demystifying ITIL J. Andrew Atencio Andy City of Greenwood Village aatencio@greenwoodvillage.com Agenda 1. Introduction and History 2. Why Service Management/ITIL? 3. The How and

More information

Server Virtualisation Assessment. Service Overview

Server Virtualisation Assessment. Service Overview Server Virtualisation Assessment Service Overview Our Server Virtualisation Assessment helps organisations reduce server total cost of ownership and make informed decisions around capacity planning by

More information

Allianz SE Reinsurance Branch Asia Pacific Systems Requirements & Developments. Dr. Lutz Füllgraf

Allianz SE Reinsurance Branch Asia Pacific Systems Requirements & Developments. Dr. Lutz Füllgraf Allianz SE Reinsurance Branch Asia Pacific Systems Requirements & Developments Dr. Lutz Füllgraf Technology and Innovation for Insurance Conference 2007, Sydney 22 March 2007 Contents 1 Importance of a

More information

Innovative Fastening Technologies

Innovative Fastening Technologies Innovative Fastening Technologies Corporate Overview 2011 Update Infastech is one of the world s largest producers of engineered mechanical fasteners with revenues exceeding USD500 million and an industry

More information

Agenda Rotating Equipment Services. Rotating Equipment Services. Sulzer Full Potential for RES. Summary. Point of Departure. Mission & Strategy

Agenda Rotating Equipment Services. Rotating Equipment Services. Sulzer Full Potential for RES. Summary. Point of Departure. Mission & Strategy Capital Market Day 2015 Rotating Equipment Services Peter Alexander, Division President February 12, 2015 Agenda Rotating Equipment Services Sulzer Full Potential for RES Point of Departure Mission & Strategy

More information

Hybrid Wide-Area Network Application-centric, agile and end-to-end

Hybrid Wide-Area Network Application-centric, agile and end-to-end Hybrid Wide-Area Network Application-centric, agile and end-to-end How do you close the gap between the demands on your network and your capabilities? Wide-area networks, by their nature, connect geographically

More information

LinkedIn Economic Graph Project

LinkedIn Economic Graph Project LinkedIn Economic Graph Project Understanding Trade Through International Connections In Partnership with the Ontario Ministry of International Trade FEBRUARY 8 The Economic Graph as a Tool to Advance

More information

itsmf ITIL V3: Accelerate Success with Tools Maria A Medvedeva, PMP, ITIL Regional Director CA, Inc. itsmf Middle East Board of Directors

itsmf ITIL V3: Accelerate Success with Tools Maria A Medvedeva, PMP, ITIL Regional Director CA, Inc. itsmf Middle East Board of Directors itsmf ITIL V3: Accelerate Success with Tools Maria A Medvedeva, PMP, ITIL Regional Director CA, Inc. itsmf Middle East Board of Directors Dubai, June 11, 2007 Challenging Questions > Should we slow down

More information

Pink Elephant Catalogue Of Services

Pink Elephant Catalogue Of Services Pink Elephant Catalogue Of Services 2014 Asia Edition Pink Elephant is the world s #1 ITIL and ITSM consulting, education and conference service provider. www.pinkelephant.com 603 9207 9638 (Malaysia)

More information

Course # 55011A. The ITIL Foundation Certificate in IT Service Management

Course # 55011A. The ITIL Foundation Certificate in IT Service Management Course # 55011A The ITIL Foundation Certificate in IT Service Management Duration: 24 Hrs Overview About this Course This 3-day (19 contact hour) instructor-led course provides students with the knowledge

More information

Six Sigma in the datacenter drives a zero-defects culture

Six Sigma in the datacenter drives a zero-defects culture Six Sigma in the datacenter drives a zero-defects culture Situation Like many IT organizations, Microsoft IT wants to keep its global infrastructure available at all times. Scope, scale, and an environment

More information

IT Consulting and Implementation Services

IT Consulting and Implementation Services PORTFOLIO OVERVIEW IT Consulting and Implementation Services Helping IT Transform the Way Business Innovates and Operates 1 2 PORTFOLIO OVERVIEW IT Consulting and Implementation Services IT is moving from

More information

Transforming networks and services for communications service providers

Transforming networks and services for communications service providers Transforming networks and services for communications service providers Do you need more agility to keep pace with new challengers in your market? The change is happening right now The growing number of

More information

ITSM20F_Umang. Number: ITSM20F Passing Score: 800 Time Limit: 120 min File Version: 4.0. Exin ITSM20F

ITSM20F_Umang.   Number: ITSM20F Passing Score: 800 Time Limit: 120 min File Version: 4.0. Exin ITSM20F ITSM20F_Umang Number: ITSM20F Passing Score: 800 Time Limit: 120 min File Version: 4.0 http://www.gratisexam.com/ Exin ITSM20F IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Version:

More information

addendum Uptime Cisco customer interactive solutions

addendum Uptime Cisco customer interactive solutions addendum Uptime Cisco customer interactive solutions What makes Uptime tick? Uptime is made up of a number of service elements, which all work together to minimise downtime and assure business continuity.

More information

SERVICE OVERVIEW SERVICES CATALOGUE

SERVICE OVERVIEW SERVICES CATALOGUE SERVICE OVERVIEW SERVICES CATALOGUE February 2010 With a proven track record of 600 modernization projects to date, harness Micro Focus outstanding record and experience of delivering enterprise application

More information

Ric Mims, itsmf Houston LIG and HDI Houston

Ric Mims, itsmf Houston LIG and HDI Houston Ric Mims, itsmf Houston LIG and HDI Houston Currently Service Delivery Specialist at BP America in Global Operations 25 years in IT Service Support Industry Local chapter officer for HDI Houston and ITSMF

More information

Technology Lifecycle Management Assessment. Know your network - achieve business agility

Technology Lifecycle Management Assessment. Know your network - achieve business agility Technology Lifecycle Management Assessment Know your network - achieve business agility Your network is the platform on which you build the success of your organisation. In addition to connecting your

More information

PREPARE FOR TAKE OFF. Accelerate your organisation s journey to the Cloud.

PREPARE FOR TAKE OFF. Accelerate your organisation s journey to the Cloud. PREPARE FOR TAKE OFF Accelerate your organisation s journey to the Cloud. cloud. Contents Introduction Program & Governance BJSS Cloud Readiness Assessment: Intro Platforms & Development BJSS Cloud Readiness

More information

Managed Network Services. Managing your network to enable your digital business

Managed Network Services. Managing your network to enable your digital business Managed Network Services Managing your network to enable your digital business Your network more efficient today, more effective tomorrow How can you optimise cost and performance today, and help your

More information

Training Services TRAINING SERVICES. Translating Knowledge into Results

Training Services TRAINING SERVICES. Translating Knowledge into Results TRAINING SERVICES About Pink Elephant Pink Elephant is an international knowledge leader in the field of business innovation and business change. With advisory and IT services, Pink Elephant draws the

More information

PRODUCT OVERVIEW. Storage and Backup. Flexible Scalable Storage Solutions for. Product Overview. Storage and Backup

PRODUCT OVERVIEW. Storage and Backup. Flexible Scalable Storage Solutions for. Product Overview. Storage and Backup PRODUCT OVERVIEW Flexible Scalable Storage Solutions for Today s Data Driven Businesses 1 2 PRODUCT OVERVIEW Summary Data is essential in driving business and the sheer amount of it for any enterprise

More information

Introduction to the Export Services Branch Programmes and Services Ministry of International Trade

Introduction to the Export Services Branch Programmes and Services Ministry of International Trade Introduction to the Export Services Branch Programmes and Services Ministry of International Trade 10/25/2017 Export Services Branch Overview Branch Mandate: To support/assist Small and Medium Enterprises

More information

UK's Chartered Civil Engineers and their recognition in Europe and beyond. David Lloyd-Roach Director of Membership

UK's Chartered Civil Engineers and their recognition in Europe and beyond. David Lloyd-Roach Director of Membership UK's Chartered Civil Engineers and their recognition in Europe and beyond David Lloyd-Roach Director of Membership INSTITUTION OF CIVIL ENGINEERS Founded in 1818, ICE has become recognised worldwide for

More information

Moving Professionals Forward. World Leader In Competence Based Certification

Moving Professionals Forward. World Leader In Competence Based Certification Moving Professionals Forward World Leader In Competence Based Certification Professionalism in a changing world The world is changing and project management is changing with it. IPMA is adapting: to the

More information

E-Seminar. Voice over IP. Internet Technical Solution Seminar

E-Seminar. Voice over IP. Internet Technical Solution Seminar E-Seminar Voice over IP Internet Technical Solution Seminar Voice over IP Internet Technical Solution Seminar 3 Welcome 4 Objectives 5 Telephony in Business 6 VoIP and IP Telephony 7 Traditional Telephony

More information

Document Control Information

Document Control Information Document Control Information Document Details Document Name Purpose of Document Document Version Number 4.2 Document Status Document Owner Prepared By To outline the syllabus for the ITIL v3 Foundation

More information

IT Governance ISO/IEC 27001:2013 ISMS Implementation. Service description. Protect Comply Thrive

IT Governance ISO/IEC 27001:2013 ISMS Implementation. Service description. Protect Comply Thrive IT Governance ISO/IEC 27001:2013 ISMS Implementation Service description Protect Comply Thrive 100% guaranteed ISO 27001 certification with the global experts With the IT Governance ISO 27001 Implementation

More information

Cisco Optimization Services

Cisco Optimization Services Service Overview Cisco Optimization Services Cisco Optimization Services help very large enterprises to improve performance, availability, security, and quality of service; integrate advanced technologies;

More information

THE POWER OF A STRONG PARTNERSHIP.

THE POWER OF A STRONG PARTNERSHIP. THE POWER OF A STRONG PARTNERSHIP. Now you can harness a network of resources. Connections, knowledge, and expertise. All focused on your success. The Cisco Channel Partner Program. BE CONNECTED. Great

More information

MARILLYN HEWSON: Lockheed Martin International is a key component of our growth strategy at Lockheed Martin. We are

MARILLYN HEWSON: Lockheed Martin International is a key component of our growth strategy at Lockheed Martin. We are MARILLYN HEWSON: Well, good afternoon. And thank you for joining us this afternoon for a very exciting announcement. You know, Lockheed Martin has long been a global business. In fact, we do business in

More information

Software-defined Networking Development Model

Software-defined Networking Development Model Software-defined Networking Development Model Explore your roadmap to network programmability with a consulting engagement that assesses your readiness for software-defined networking Business demands

More information

WHO SHOULD ATTEND? ITIL Foundation is suitable for anyone working in IT services requiring more information about the ITIL best practice framework.

WHO SHOULD ATTEND? ITIL Foundation is suitable for anyone working in IT services requiring more information about the ITIL best practice framework. Learning Objectives and Course Descriptions: FOUNDATION IN IT SERVICE MANAGEMENT This official ITIL Foundation certification course provides you with a general overview of the IT Service Management Lifecycle

More information

ITIL 2011 Overview - 1 Day (English and French)

ITIL 2011 Overview - 1 Day (English and French) ITIL 2011 Overview - 1 Day (English and French) Course Overview ITIL is a set of best practices guidance that has become a worldwide-adopted framework for IT Service Management (ITSM) by many Public &

More information

ISO/ IEC (ITSM) Certification Roadmap

ISO/ IEC (ITSM) Certification Roadmap ISO/ IEC 20000 (ITSM) Certification Roadmap Rasheed Adegoke June 2013 Outline About First Bank Motivations Definitions ITIL, ISO/IEC 20000 & DIFFERENCES ISO/ IEC 20000 Certification Roadmap First Bank

More information

Using ITIL to Measure Your BCP

Using ITIL to Measure Your BCP Using ITIL to Measure Your BCP 1 Agenda ITIL v3 Overview Why Use ITIL ITIL Continual Improvement Process Critical Success Factors and Key Performance Indicators Creating Metrics Scoring System Sample BCP

More information

The Role of SANAS in Support of South African Regulatory Objectives. Mr. Mpho Phaloane South African National Accreditation System

The Role of SANAS in Support of South African Regulatory Objectives. Mr. Mpho Phaloane South African National Accreditation System The Role of SANAS in Support of South African Regulatory Objectives Mr. Mpho Phaloane South African National Accreditation System Outline of Presentation INTRODUCTION STATUS OF SANAS TECHNICAL INFRASTRUCTURE

More information

SESSION 802 Friday, November 3,10:15am - 11:15am Track: The Generalist

SESSION 802 Friday, November 3,10:15am - 11:15am Track: The Generalist SESSION 802 Friday, November 3,10:15am - 11:15am Track: The Generalist A Year in the Life: A Case Study on ITSM Maturity Doug Rabold Manager IT Service Delivery, CPS Energy drabold@cpsenergy.com Session

More information

"Charting the Course... ITIL 2011 Managing Across the Lifecycle ( MALC ) Course Summary

Charting the Course... ITIL 2011 Managing Across the Lifecycle ( MALC ) Course Summary Course Summary Description ITIL is a set of best practices guidance that has become a worldwide-adopted framework for IT Service Management by many Public & Private Organizations. Since early 1990, ITIL

More information

Data Loss Prevention - Global Market Outlook ( )

Data Loss Prevention - Global Market Outlook ( ) Report Information More information from: https://www.wiseguyreports.com/reports/826969-data-loss-prevention-global-market-outlook-2016-2022 Data Loss Prevention - Global Market Outlook (2016-2022) Report

More information

Service Management Practice Overview. Pete Swan )

Service Management Practice Overview. Pete Swan ) Service Management Practice Overview Pete Swan (petes@pm-partners.com.au 02 9900 1400 0411 307 870) Company Overview We develop capabilities, improve performance & deliver projects Education, Training

More information

Why trading firms choose... Connexus Voice. For Traders

Why trading firms choose... Connexus Voice. For Traders Why trading firms choose... Connexus Voice For Traders Intelligent SIP based Voice Services Financial traders need instant connectivity to their counterparties, and private Connexus Voice circuits provide

More information

Philips Medical Systems in Asia PMS Analyst Day, 9 June 2004

Philips Medical Systems in Asia PMS Analyst Day, 9 June 2004 Philips in Asia PMS Analyst Day, 9 June 2004 Michiel Manuel Senior Vice President CEO Sales & Service Region APAC CEO Philips China Agenda APAC Region overview Regional characteristics Business overview

More information

The Economist rate card 2017 (GBP)

The Economist rate card 2017 (GBP) The Economist rate card 2017 (GBP) The Economist newspaper, Digital Editions app, Snapchat, and Global Business Review The Economist allows you to reach our influential audience through print and our award

More information

ITIL Foundation Program Certification Program. The Minimum number of students per session is 6 where the maximum is 25.

ITIL Foundation Program Certification Program. The Minimum number of students per session is 6 where the maximum is 25. 3 Days Course Overview ITIL is a set of best practices guidance that has become a worldwide-adopted framework for Information Technology Services Management (ITSM) by many Public & Private Organizations.

More information

Six Weeks to Security Operations The AMP Story. Mike Byrne Cyber Security AMP

Six Weeks to Security Operations The AMP Story. Mike Byrne Cyber Security AMP Six Weeks to Security Operations The AMP Story Mike Byrne Cyber Security AMP 1 Agenda Introductions The AMP Security Operations Story Lessons Learned 2 Speaker Introduction NAME: Mike Byrne TITLE: Consultant

More information

EXIN Expert in IT Service Management based on ISO/IEC Preparation Guide

EXIN Expert in IT Service Management based on ISO/IEC Preparation Guide EXIN Expert in IT Service Management based on ISO/IEC 20000 Preparation Guide Edition June 2016 Copyright 2016 EXIN All rights reserved. No part of this publication may be published, reproduced, copied

More information

The IECEE CB Scheme facilitates Global trade of Information Technology products.

The IECEE CB Scheme facilitates Global trade of Information Technology products. The IECEE CB Scheme facilitates Global trade of Information Technology products. WTO - Symposium on the 15th Anniversary of the Information Technology Agreement 14-15 May 2012 Pierre de RUVO Executive

More information

The Economist rate card 2017 (USD)

The Economist rate card 2017 (USD) The Economist rate card 2017 (USD) The Economist newspaper, Digital Editions app, Snapchat, and Global Business Review The Economist allows you to reach our influential audience through print and our award

More information

Business Architecture Implementation Workshop

Business Architecture Implementation Workshop Delivering a Business Architecture Transformation Project using the Business Architecture Guild BIZBOK Hands-on Workshop In this turbulent and competitive global economy, and the rapid pace of change in

More information

ITIL 2011 Foundation Lesson Plan

ITIL 2011 Foundation Lesson Plan ITIL 2011 Foundation Lesson Plan Delivery: e-learning Mock Exam: Included in Course (x2) Certificate: Examination (included) Duration: 16 hours and 30 minutes, self-paced Accredited By: PeopleCert Language:

More information

STRATEGY STATEMENT OF QUALIFICATIONS

STRATEGY STATEMENT OF QUALIFICATIONS STRATEGY STATEMENT OF QUALIFICATIONS STOK IS YOUR VALUES- ALIGNED PARTNER IN THE DISCOVERY, CO-CREATION, AND DELIVERY OF HIGH- PERFORMANCE SPACES Salesforce Tower San Francisco, CA SERVICES LEED Platinum

More information

Rockwell Automation ODVA Annual Meeting

Rockwell Automation ODVA Annual Meeting Rockwell Automation ODVA Annual Meeting Copyright 2011 Rockwell Automation, Inc. All rights reserved. Topics Industrial Energy Management: Industrial GreenPrint Business Drivers Enabling Solutions Copyright

More information

World Summit on the Information Society (WSIS) and the Digital Divide

World Summit on the Information Society (WSIS) and the Digital Divide World Summit on the Information Society (WSIS) and the Digital Divide Dr Tim Kelly, Head, Strategy and Policy Unit International Telecommunication Union KADO/APWINC Digital Opportunity Conference, Seoul,

More information

Pink Elephant Catalog Of Services Includes 7 New Certification Courses!

Pink Elephant Catalog Of Services Includes 7 New Certification Courses! Knowledge Translated Into Results Pink Elephant Catalog Of Services Includes 7 New Certification Courses! CELEBRATING 40 YEARS OF TRAINING EXCELLENCE WINTER 2017 EDITION Celebrating 40 Years Of Training

More information

ITSM Training Profiler. Mapping your IT Role to ITSM Training Programs

ITSM Training Profiler. Mapping your IT Role to ITSM Training Programs 2010 ITSM Training Profiler Mapping your IT Role to itsm Solutions LLC 31 South Talbert Blvd #295 Lexington, NC 27292 Phone (336) 510-2885 Fax (336) 499-7016 PN: ITSMMAP Find us on the web at: http://www.itsmsolutions.com.

More information

Jane s Defence Industry & Markets Intelligence Centre. Develop Advantage. Mitigate Risk. Capture Opportunity.

Jane s Defence Industry & Markets Intelligence Centre. Develop Advantage. Mitigate Risk. Capture Opportunity. Jane s Defence Industry & Markets Intelligence Centre Develop Advantage. Mitigate Risk. Capture Opportunity. OVERVIEW A challenging marketplace The global A&D industry is facing an increasingly volatile,

More information

Strategic IT Plan Improves NYCHA Resident Services While Reducing Costs US$150 Million

Strategic IT Plan Improves NYCHA Resident Services While Reducing Costs US$150 Million C U S T O M E R C A S E S T U D Y Strategic IT Plan Improves NYCHA Resident Services While Reducing Costs US$150 Million Executive Summary CUSTOMER NAME New York City Housing Authority (NYCHA) INDUSTRY

More information

WHO-ITU National ehealth Strategy Toolkit

WHO-ITU National ehealth Strategy Toolkit WHO-ITU National ehealth Strategy Toolkit Context and need for a National Strategy A landscape of isolated islands of small scale applications unable to effectively communicate and to share information

More information

Managed Hosting Services

Managed Hosting Services PRODUCT OVERVIEW Managed Hosting Services A Portfolio of Managed Hardware, Application and Monitoring Services Tailored to Your Unique IT Requirements 1 CenturyLink VoIP Solutions 2 PRODUCT OVERVIEW Managed

More information

Role Type Pay Band Location Duration Reports to:

Role Type Pay Band Location Duration Reports to: Role Title IT Officer Role Information Role Type Pay Band Location Duration Reports to: IT Grade H Seoul, Korea 1 year (renewable) IT Manager Role purpose The IT Officer has overall responsibility for

More information

Mid-Market Data Center Purchasing Drivers, Priorities and Barriers

Mid-Market Data Center Purchasing Drivers, Priorities and Barriers Mid-Market Data Center Purchasing Drivers, Priorities and Barriers Featuring Sophia Vargas, Forrester Research Inc. 30 May 2014 Introducing today s presenters: Matt Miszewski Senior Vice President of Sales

More information

Board of Trustees Fiduciary Governance Priorities

Board of Trustees Fiduciary Governance Priorities Strategic Pillars Dr. Wilson s WesternU Analysis Strategic Planning Strategic Process Deployments Board of Trustees Fiduciary Governance Priorities Dr. Sean Stewart s Trend Analysis Accreditation University

More information

How to succeed with data centre migration

How to succeed with data centre migration How to succeed with data centre migration Presented by Robert Sternberg Tuesday 12 April 2016 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Cloudreach AWS Services Cloudreach

More information

Building YOUR Privacy Program: One Size Does Not Fit All. IBM Security Services

Building YOUR Privacy Program: One Size Does Not Fit All. IBM Security Services Building YOUR Privacy Program: One Size Does Not Fit All Justine Gottshall Partner, InfoLawGroup, LLP Chief Privacy Officer, Signal Jgottshall@infolawgroup.com Adam Nelson Executive Consultant Global Data

More information

This Online Gaming Company Didn t Want to Roll the Dice on Security That s Why it Worked with BlackBerry

This Online Gaming Company Didn t Want to Roll the Dice on Security That s Why it Worked with BlackBerry This Online Gaming Company Didn t Want to Roll the Dice on Security That s Why it Worked with BlackBerry At a Glance With offices across the country, this gaming company has been in operation for decades.

More information

Ponemon Institute s 2018 Cost of a Data Breach Study

Ponemon Institute s 2018 Cost of a Data Breach Study Ponemon Institute s 2018 Cost of a Data Breach Study September 18, 2018 1 IBM Security Speakers Deborah Snyder CISO State of New York Dr. Larry Ponemon Chairman and Founder Ponemon Institute Megan Powell

More information

THE PLATFORM EQUINIX VISION

THE PLATFORM EQUINIX VISION THE PLATFORM EQUINIX VISION Build Here, and Go Anywhere SUMMARY Key trends are driving the need for a single interconnection platform for digital business On the Equinix global interconnection platform

More information

The IBM Platform Computing HPC Cloud Service. Solution Overview

The IBM Platform Computing HPC Cloud Service. Solution Overview The IBM Platform Computing HPC Cloud Service Solution Overview Industry-leading workload management 20 years managing distributed scale-out systems with 2000+ customers in many industries High performance

More information

INTERNATIONAL INFORMATION SYSTEMS SECURITY CERTIFICATION CONSORTIUM, INC. Annual Meeting Minutes October 15, 2005 Miami, Florida USA

INTERNATIONAL INFORMATION SYSTEMS SECURITY CERTIFICATION CONSORTIUM, INC. Annual Meeting Minutes October 15, 2005 Miami, Florida USA INTERNATIONAL INFORMATION SYSTEMS SECURITY CERTIFICATION CONSORTIUM, INC. Annual Meeting Minutes October 15, 2005 Miami, Florida USA Opening: The annual meeting of the International Information Systems

More information

How Cisco IT Improved Development Processes with a New Operating Model

How Cisco IT Improved Development Processes with a New Operating Model How Cisco IT Improved Development Processes with a New Operating Model New way to manage IT investments supports innovation, improved architecture, and stronger process standards for Cisco IT By Patrick

More information

EUROPEAN RCE MEETING VANNES, FRANCE AUGUST 29 TH -31 ST, 2018

EUROPEAN RCE MEETING VANNES, FRANCE AUGUST 29 TH -31 ST, 2018 EUROPEAN RCE MEETING VANNES, FRANCE AUGUST 29 TH -31 ST, 2018 UNITED NATIONS UNIVERSITY UN organization that contributes, through collaborative research and education, to efforts to resolve pressing global

More information

MANAGING STATISTICAL DEVELOPMENT AND INFORMATION TECHNOLOGY IN THE STATISTICAL SYSTEM OF MALAYSIA

MANAGING STATISTICAL DEVELOPMENT AND INFORMATION TECHNOLOGY IN THE STATISTICAL SYSTEM OF MALAYSIA SIXTH MANAGEMENT SEMINAR FOR HEADS OF NATIONAL STATISTICAL OFFICES IN ASIA AND THE PACIFIC. 28 30 MAY 2007, HONG KONG, CHINA 1. Introduction MANAGING STATISTICAL DEVELOPMENT AND INFORMATION TECHNOLOGY

More information

The Presentation Will Begin At 12PM EST

The Presentation Will Begin At 12PM EST The Presentation Will Begin At 12PM EST ITIL Lite - A Road Map to Partial v3 Implementation Malcolm Fry ITIL & CMDB Thought Leader Author of ITIL Lite malcolm@malcolmfry.com ITIL Lite A Road Map to Partial

More information

in Compliance Management NSW Associate Intensive (AGRCI)

in Compliance Management NSW Associate Intensive (AGRCI) Certificate IV in Compliance Management 91516 NSW Associate Intensive (AGRCI) Overview Introduction GRCI s Certificate IV in Compliance Management 91516 NSW has been developed to provide GRC professionals

More information

Customers want to transform their datacenter 80% 28% global IT budgets spent on maintenance. time spent on administrative tasks

Customers want to transform their datacenter 80% 28% global IT budgets spent on maintenance. time spent on administrative tasks Customers want to transform their datacenter 80% global IT budgets spent on maintenance 28% time spent on administrative tasks Cloud is a new way to think about your datacenter Traditional model Dedicated

More information

Bring Your Own Device Shakes Up IT Departments

Bring Your Own Device Shakes Up IT Departments Bring Your Own Device Shakes Up IT Departments As employees quietly bring their personal devices to work, and forward-thinking companies respond, this win-win workplace revolution presents some challenges.

More information

E-Seminar. Wireless LAN. Internet Technical Solution Seminar

E-Seminar. Wireless LAN. Internet Technical Solution Seminar E-Seminar Wireless LAN Internet Technical Solution Seminar Wireless LAN Internet Technical Solution Seminar 3 Welcome 4 Objectives 5 Definition 6 Uses 7 LAN Network Layout 8 Operation 9 Building - to -

More information

SCOTTISH PARLIAMENT WEB AND ONLINE ROADMAP PROJECT (INCLUDING DEVELOPING A NEW IMPROVED WEBSITE PRESENCE FOR THE SCOTTISH PARLIAMENT)

SCOTTISH PARLIAMENT WEB AND ONLINE ROADMAP PROJECT (INCLUDING DEVELOPING A NEW IMPROVED WEBSITE PRESENCE FOR THE SCOTTISH PARLIAMENT) SPCB(2018)Paper 37 3 May 2018 SCOTTISH PARLIAMENT WEB AND ONLINE ROADMAP PROJECT (INCLUDING DEVELOPING A NEW IMPROVED WEBSITE PRESENCE FOR THE SCOTTISH PARLIAMENT) Executive summary 1. The paper has been

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

Global Infrastructure Hub Update. G20 Infrastructure Working Group, January 2019

Global Infrastructure Hub Update. G20 Infrastructure Working Group, January 2019 Global Infrastructure Hub Update G20 Infrastructure Working Group, January 2019 IWG Update Introduction Dear IWG members, After a successful 2018, we start 2019 with great enthusiasm, ready to deliver

More information

PROCESS SAFETY from POINT A to POINT Zed

PROCESS SAFETY from POINT A to POINT Zed excellence in Dependable Automation PROCESS SAFETY from POINT A to POINT Zed From Functional Safety Assessment to Cybersecurity, exida can show you the way. www.exida.com exida: Your TRUSTED PARTNER Companies

More information

ISO STANDARD IMPLEMENTATION AND TECHNOLOGY CONSOLIDATION

ISO STANDARD IMPLEMENTATION AND TECHNOLOGY CONSOLIDATION ISO STANDARD IMPLEMENTATION AND TECHNOLOGY CONSOLIDATION Cathy Bates Senior Consultant, Vantage Technology Consulting Group January 30, 2018 Campus Orientation Initiative and Project Orientation Project

More information

ISE Canada Executive Forum and Awards

ISE Canada Executive Forum and Awards ISE Canada Executive Forum and Awards September 19, 2013 "Establishing a Cost Effective PCI DSS Compliance Program by Having a Can Do Attitude Della Shea Chief Privacy & Information Risk Officer Symcor

More information

Pink Elephant Catalog Of Services

Pink Elephant Catalog Of Services Pink Elephant Catalog Of Services 2014 Edition Pink Elephant is the world s #1 ITIL and ITSM consulting, education and conference service provider. www.pinkelephant.com 1-888-273-PINK Pink Elephant Inc.,

More information

แนวทางการพ ฒนา Information Security Professional ในประเทศไทย

แนวทางการพ ฒนา Information Security Professional ในประเทศไทย แนวทางการพ ฒนา Information Security Professional ในประเทศไทย โดย Thailand Information Security Association (TISA) Agenda 1) Global Information Security Professional Situation 2) Current Thailand Information

More information

ENERGY TRAINING WEEK. Introduction to Energy Technology Policy. By Joining Forces We Multiply Results

ENERGY TRAINING WEEK. Introduction to Energy Technology Policy. By Joining Forces We Multiply Results ENERGY TRAINING WEEK Introduction to Energy Technology Policy By Joining Forces We Multiply Results Carrie Pottinger, Programme Manager Technology R&D Networks OVERVIEW 1. THE IEA 2. ENGAGEMENT WORLDWIDE

More information

Power Analyzer Firmware Update Utility Version Software Release Notes

Power Analyzer Firmware Update Utility Version Software Release Notes Power Analyzer Firmware Update Utility Version 3.1.0 Software Release Notes Contents General Information... 2... 2 Supported models... 2 Minimum system requirements... 2 Installation instructions... 2

More information

UL and Business Continuity

UL and Business Continuity UL and Business Continuity David Stowe, CBCP Business Continuity Manager APEC EPWG Workshop: Private Sector Emergency Preparedness Hotel Monterey Sendai 3 rd August 2011 2011 Underwriters Laboratories

More information

Cybersecurity. Securely enabling transformation and change

Cybersecurity. Securely enabling transformation and change Cybersecurity Securely enabling transformation and change Contents... Cybersecurity overview Business drivers Cybersecurity strategy and roadmap Cybersecurity in practice CGI s cybersecurity offering Why

More information

ITIL Intermediate Service Operation Certification Exam Training - Brochure

ITIL Intermediate Service Operation Certification Exam Training - Brochure ITIL Intermediate Service Operation Certification Exam Training - Brochure The Credential that sets you apart as a Service Operation Professional Course Name : ITIL Service Operation Version : INVL_ITILSO_BR_02_012_1.2

More information

MEDIA KIT 2018 CLOUDSCENE.COM

MEDIA KIT 2018 CLOUDSCENE.COM MEDIA KIT 2018 CLOUDSCENE.COM THE WORLD'S LARGEST CLOUD DIRECTORY Founded by serial tech entrepreneur, Bevan Slattery, Cloudscene is the world's largest cloud directory and industry resource for the data

More information

BUILDING CYBERSECURITY CAPABILITY, MATURITY, RESILIENCE

BUILDING CYBERSECURITY CAPABILITY, MATURITY, RESILIENCE BUILDING CYBERSECURITY CAPABILITY, MATURITY, RESILIENCE 1 WHAT IS YOUR SITUATION? Excel spreadsheets Manually intensive Too many competing priorities Lack of effective reporting Too many consultants Not

More information

ICT Mentors e-learning portfolio provides our delegates with materials for study at the comfort of their homes, work place etc.

ICT Mentors e-learning portfolio provides our delegates with materials for study at the comfort of their homes, work place etc. ICT Mentors e-learning portfolio provides our delegates with materials for study at the comfort of their homes, work place etc. We provide white labelled training packages and courses in: ITIL COBIT 5

More information

AFC Compliance Careers

AFC Compliance Careers AFC Compliance Careers ACAMS Education Program Date : December 6 th 2017 Donna Bucci Ireland Account Manager ACAMS ACAMS is a global community ACAMS is the world s largest international membership organisation

More information

Uncovering the Risk of SAP Cyber Breaches

Uncovering the Risk of SAP Cyber Breaches Uncovering the Risk of SAP Cyber Breaches Research sponsored by Onapsis Independently Conducted by Ponemon Institute LLC February 2016 1 Part 1. Introduction Uncovering the Risks of SAP Cyber Breaches

More information