Hello Everyone!
Q1: Have you had any experience of seeing this conceptual data model in your respective offices? (The model is supposed to help everyone get the gist of how the project will be developed, but I have my doubts that not everyone is aware of the language)
Q2: If you have not seen it practiced before, why do you think so?
Q3: What parts are quite difficult to understand in the article "?
Thank you for your kind responses.
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ReplyDeleteThe practice of ITIL-ITSM in government has been gaining grounds in the past years. The National Computer Institute regularly schedules Seminars on "Managing ICT Services in Government - ITIL Framework".
ReplyDeleteHere are my responses to the questions raised by Joo:
Q1: Have you had any experience of seeing this conceptual data model in your respective offices? (The model is supposed to help everyone get the gist of how the project will be developed, but I have my doubts that not everyone is aware of the language)
As I understand it, ITIL-ITSM is a structured way (setting documented standards and benchmarks)of managing various ICT services - from ICT purchases, ICT project implementation [i.e. based from approved Information System Strategic Plan (ISSP) projects/initiatives], service level commitments, helpdesk support, choosing and managing ICT vendors to business continuity plans.
I would say that our DTI-MIS is committed to an ITSM environment. DTI has also allocated budgets for ISO certification for its non-ISO certified agencies/offices like MIS. We have standardized our ICT and Network Usage policies and have updated it early this year. An online ICT help desk is also in placed as a way to report and monitor ICT related-incidents and their resolutions.
Q2: If you have not seen it practiced before, why do you think so?
For most government agencies, managing ICT services is not a core competence.
DTI's ITIL/ITSM is still a work in progress at this time. We see this as an opportunity to continually improve our internal ICT services and in the way we deal with our external ICT stakeholders. It is seen as a tool geared towards good governance.
Q3: What parts are quite difficult to understand in the article "?
The IT Governance Information Model may not be easily grasp as the inter-relationships of the the boxes seems complicated and may need to be shown in a simple ICT service example.
As I learned from a training I attended on ITIL/ITSM - when organizations have not yet implemented ITIL/ITSM, there is a need to conduct a situation readiness view of its ICT Services using the following:
- IT Services Capability Maturity Model
- Service Level Agreement of ICT Services Group to Business User's Group
- Configuration Management Maturity Model
- Business Continuity Principles and Practices
And that the objective is to articulate the current state and improvement points in managing ICT services, service level fulfillment, configuration recording and business continuity planning as a way to move towards ITIL/ITSM.
Thank you very much for your comment! It is good to hear that DTI is continuously developing and growing to become an ICT-ITSM friendly department. See you soon!
DeleteHonestly, this is the first time I encountered such terminologies in abundance as well as the structural definitions which the flow-chart represents. It appears ambiguous especially for beginners like us who are just newly acquainted with the language yet positively expecting that in the end after efforts of learning and familiarity with the symbols and connotations, it will be of great help in analyzing areas and processes requiring attention and improvements. The conceptual model concisely captures a thousand words which could be described only in long pages while at the same time clearly bringing to light the gaps and important points in the organizational operations. However, I believe that a special training may be beneficial important for one to truly benefit from such knowledge as well as operationalize these IT frameworks in every field of endeavor.
ReplyDeleteHello Melodee, please count me in for the terminologies issue. Have a safe trip to DLSU ^^
DeleteHere's an alternative link for "Best Practices for IT Outsourcing" - http://www.infoworld.com/d/adventures-in-it/13-best-practices-it-outsourcing-034
ReplyDeleteInfoWorld talked to industry experts and summarized their best advice, based on their own experience and their clients' experiences on IT outsourcing. The article listed 13 best practices on IT outsourcing as a guide to avoid getting burned.
The Philippines' Business Process Outsourcing (BPO) industry's export earnings continue to grow and this service industry has created much needed employment and pride in the country.
The country's outsourcing industry has been recognized by the National Outsourcing Association (NOA), the only outsourcing trade association of the United Kingdom, and awarded the Philippines the 2009 Offshoring Destination of the Year category held in London. The Philippines bested Egypt, Malaysia, Russia and Sri Lanka among others. Philippines bagged the same prestigious award in 2007.
NOA represents outsourcing end users, vendors and other companies which support outsourcing, such as legal firms, consultancies and HR. It is likewise involved in research, events, education and public affairs. In the past years, the NOA has set high standards in the recognition of outsourcing as a legitimate business practice. The awards also give recognition to companies or people worldwide who exhibit excellence in the field of outsourcing.
A shining example in the BPO industry is SPi Global. It is one of the Philippines’ most recognized Business Process Outsourcing (BPO) companies and who again secured a place among the top 100 outsourcing companies in the world, as reported in their website last May 2013.
SPi Global was included in the Global Outsourcing 100® List of the International Association of Outsourcing Professionals (IAOP®), the global standard-setting organization and advocate for the outsourcing profession for the 8th consecutive year.
The company was also recognized in the following sublists: Best 10 Leaders – Entertainment and Media; Best 10 Leaders – Document Management Services; Best 20 Leaders – Healthcare; Best 20 Leaders – Customer Relationship Management Services; and Multi-Year Winners. The list also identifies United States, Western Europe, and United Kingdom as the top regions served by the company.
SPi Global President and CEO Maulik Parekh can only remarked “We are the only home-grown Filipino BPO company in this prestigious list and we are very proud of this achievement because we have proven once again that we are at par with the biggest BPO companies in the world. This is a result of the hard work and focus on excellence that our employees continue to provide for our clients all over the world, as well as the transformative innovations that we cultivate within the organization.”
Source: http://www.spi-global.com/media-center/press-releases/spi-global-clinches-spot-world%E2%80%99s-top-outsourcing-companies
The following are the top 13 best practices for IT outsourcing identified by Infoworld:
Delete1. Establish clear objectives.
2. Get a compatible provider.
3. Don't go in shortsighted.
4. Never confuse sales and delivery.
5. Change your attitude toward IT.
6. Get the communications right.
7. Expect to get what you pay for.
8. Stay on-site.
9. Retain responsibility.
10. Get C-level sign-offs.
11. Pick the right projects to outsource.
12. Clean up before you outsource.
13. Get the SLA metrics right.
thanks for sharing :)
Deletehttp://csc.lsu.edu/news/erd.pdf
ReplyDeleteThis is the work done by Peter Chen, which made Entity Relationship Model (ERM) popular. If you are interested.