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Service Support

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Laquo; Go back. In the ITIL framework, when IT customers experience an incident or need a change they contact the service desk which acts as the customer's primary interface to IT. Responding to an incident or request initiates a series of interrelated processes. These are:.

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Leadership

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Leadership is needed across a broad spectrum of situations from tactical project and programs that coordinate project deliveries to organizational transformation and interim leadership al senior levels. Leadership comes in many forms at all levels in an organization. It is not the preserve of senior management. Global Program and Project Management. Transformation Planning and Management.

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Vendor Management

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Laquo; Go back. Vendors come in all shapes and sizes and are engaged to satisfy specific company needs. Companies may have many vendors that provide everything from packaged solutions such as Oracle and Cisco, to global outsourcing of IT operations, to vendors providing resources for short term needs or highly specific skills. Global Program and Project Management. Transformation Planning and Management.

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Requirements Management

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Laquo; Go back. Requirements are the business-oriented documentation of process details. Use cases and scenarios are an exceptionally effective means to capture completely specified business-oriented requirements in a way that flows directly into technical analysis and design. An example would be a use case "Purchase an airline ticket". Scenarios might include:. Purchase over the phone. Purchase using the internet. Purchase using mobile devices. Purchase at an airport ticket counter.

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Agile SDLC Processes & Methodologies

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Agile SDLC Processes and Methodologies. Laquo; Go back. Rapid application prototyping is frequently used to provide early validation of presentation and process flows. Because these prototypes are increasingly realistic and rapidly developed there is a constant need to resist strong customer pressure to ship the prototype. Stakeholders must recognize that these prototypes are empty shells and are no where near production level design or implementation. Agile, SDLC Processes and Methodologies.

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Near Home Outsourcing

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Laquo; Go back. Near-Home outsourcing leverages the technical capabilities available in Greater Minnesota to provide a secure, easily accessible alternative to offshore and near-shore outsourcing. Blue Skies Unlimited has the experience necessary to establish and manage successful offshore or near shore teams and is also working with the MinnWest Technology Campus. In Willmar, MN. To establish a "near-home" outsourcing alternative. To understand the value proposition. Turnover of vendor staff. Community ...

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Alignment

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Alignment here represents more operational alignment of IT and business functions than the strategic alignment observations in the Business and IT Alignment discussion. Service delivery and service support are based on the ITIL frameworks. ITIL version 2 centers on processes that can be independently implemented to manage and improve IT's support for the business. ITIL version 3 supports the same processes but focuses on the lifecycle of defining, implementing, and improving these processes.

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Our Perspective

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Laquo; Go back. A typical view of the relationship between IT and business conceptually layers business functions on top of IT applications and infrastructure. This does not reflect operational reality and most often leads to misaligned business and IT processes with predictable built-in conflict. Rethinking the relationships between "business" and "IT" yields a business model in sync with reality and the efforts required to create aligned business and IT functions. The foundation of a business is its vi...

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Interim Management

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Laquo; Go back. There are times in the life of an organization when effective, independent leadership is needed. These represent another situation where courageous conversations based on objective information may be necessary. The need for interim leadership may arise for a number of reasons:. Establishing a new organization or business function - startups. Temporary void in leadership because of expansion or departure of a leader. Merger and acquisition activities. Global Program and Project Management.

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Process Definition & Modeling

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Process Definition and Modeling. Laquo; Go back. Processes should be designed to fit the current need but capable of scaling to fit future needs without having to scrap entire systems. There are many processes within an organization each with their own information flows and needs for technical support. Examples include:. Accounting and associated controls. Process definition and modeling.