An Introduction to the Viable Systems Approach and Its Contribution to Marketing
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Quality Management in Service Desk How Does Service Desk Managers Define and Measure Quality
Quality Management in Service Desk How Does Service Desk Managers Define and Measure Quality Maiju Hjelt1 and Nestori Syynimaa1,2,3 1Faculty of Information Technology, University of Jyväskylä, Jyväskylä, Finland 2Gerenios Ltd, Tampere, Finland 3Sovelto Plc, Helsinki, Finland Keywords: IT Service Management, ITIL, Quality, Quality Management, Measurement. Abstract: Many public and private sector organisations are depending on IT services provided by external service providers. The quality of the service affects the customer satisfaction and consequently the customer behaviour. The concept of quality has many meanings in the literature. In this paper, we study how service desk managers perceive the concept of quality and how to manage it in an organisation which has adopted ITIL. Our findings indicate that the quality is seen only in terms of how the agreed service levels are achieved. This view excludes the quality of the processes used to deliver IT services. Quality measurements are reflecting the perception of the concept of quality. 1 INTRODUCTION The purpose of this paper is to study how service desk managers perceive the concept of quality and how Public and private sector organisations are currently they manage it in an organisation which has adopted depending more and more on information technology ITIL. (IT). Currently, many IT needs are delivered and consumed in the form of services. Some of these IT services are acquired from external suppliers for 2 IT SERVICE MANAGEMENT various reasons, such as the lack of required IT-skills and knowledge, low-risk attitude, and costs IT service can be defined as a means of delivering associated with the ownership of IT service. -
Collective Purchasing of Food for Federal School Nutrition Programs
FEEDING AMERICA’S SCHOOLCHILDREN Collective Purchasing of Food for Federal School Nutrition Programs Federal school nutrition programs are increasingly seen as a critical component in national efforts to reduce childhood obesity. At the same time, school officials are faced with a complex system of legal requirements and practical challenges to getting nutritious food on children’s trays. Collective purchasing can be an effective tool through which individual schools can leverage their purchasing power with other schools to lower prices and streamline the contracting, purchasing, processing, and distribution of food served as part of federal school nutrition programs. This fact sheet provides an overview of collective purchasing approaches used by schools in the operation of federal school nutrition programs.* How Do School Food Authorities Purchase Food for School Nutrition Programs? SCHOOL FOOD AUTHORITY School food authorities (SFAs) purchase food or A school food authority (SFA) is the governing body services for school nutrition programs through direct responsible for the administration of federal school or collective purchasing. nutrition programs in one or more schools. A school food authority has the legal authority to operate the Direct purchasing is a method through which SFAs federal school nutrition program. contract directly with food suppliers (i.e., without the help of collective purchasing agreements or food Sources: 7 C.F.R. §§ 210.2, 215.2, 220.2, 225.2 service management companies). These suppliers (2012); 42 U.S.C. 1761(a)(8) (2006); 77 Fed. Reg.10992 could be local, regional, or national companies or (Feb. 24, 2012) (to be codified at 7 C.F.R. -
Outline of Physical Science
Outline of physical science “Physical Science” redirects here. It is not to be confused • Astronomy – study of celestial objects (such as stars, with Physics. galaxies, planets, moons, asteroids, comets and neb- ulae), the physics, chemistry, and evolution of such Physical science is a branch of natural science that stud- objects, and phenomena that originate outside the atmosphere of Earth, including supernovae explo- ies non-living systems, in contrast to life science. It in turn has many branches, each referred to as a “physical sions, gamma ray bursts, and cosmic microwave background radiation. science”, together called the “physical sciences”. How- ever, the term “physical” creates an unintended, some- • Branches of astronomy what arbitrary distinction, since many branches of physi- cal science also study biological phenomena and branches • Chemistry – studies the composition, structure, of chemistry such as organic chemistry. properties and change of matter.[8][9] In this realm, chemistry deals with such topics as the properties of individual atoms, the manner in which atoms form 1 What is physical science? chemical bonds in the formation of compounds, the interactions of substances through intermolecular forces to give matter its general properties, and the Physical science can be described as all of the following: interactions between substances through chemical reactions to form different substances. • A branch of science (a systematic enterprise that builds and organizes knowledge in the form of • Branches of chemistry testable explanations and predictions about the • universe).[1][2][3] Earth science – all-embracing term referring to the fields of science dealing with planet Earth. Earth • A branch of natural science – natural science science is the study of how the natural environ- is a major branch of science that tries to ex- ment (ecosphere or Earth system) works and how it plain and predict nature’s phenomena, based evolved to its current state. -
Maintaining Quality of Service Based on ITIL-Based IT Service Management
Maintaining Quality of Service Based on ITIL-Based IT Service Management V Koji Ishibashi (Manuscript received January 18, 2007) Interest in the IT Infrastructure Library (ITIL) of system management best practices has increased in recent years, and corporations are starting to incorporate ITIL in their IT systems. To help with this incorporation, Fujitsu provides the Systemwalker product group, which supports ITIL-based IT service management. ITIL contains many kinds of management processes. In this paper, we focus on the service deliv- ery area, which includes capacity, availability, and service level managements, and discuss the functions provided by Systemwalker Service Quality Coordinator (SSQC) and Systemwalker Availability View (SAView) from the ITIL perspective. An overview of the architecture used to implement these functions is also included. 1. Introduction functions and has been widely accepted in the The IT service management processes of the Japanese IT market. IT Infrastructure Library (ITIL)1) arise from the SAView is a new product that was launched following two core areas: in 2006 and provides visualization of business 1) Service support: Processes related to the service availability. daily operation and support of an IT service SSQC and SAView can be positioned as 2) Service delivery: Long-term planning and products that play a supporting role in imple- improvement processes related to IT service menting the following management processes provision that fall under the ITIL service delivery core In this paper, we mainly discuss the service area: delivery part of these two core areas, which con- 1) Capacity management tains the processes used to maintain the high 2) Availability management quality of the services provided by an IT system. -
Updated Modeling for Evaluating Systems Approaches for Mitigating
United States Updated Modeling for Evaluating Department of Agriculture Systems Approaches for Mitigating the Risk of European Cherry Fruit Fly, Animal and Rhagoletis cerasi (L.), in New York State Plant Health Inspection Cherry Fruit Under Quarantine Service Probabilistic Model Descriptions January 2020 Ver. 1 Center for Plant Health Science and Technology United States Department of Agriculture Animal and Plant Health Inspection Service Plant Protection and Quarantine 1730 Varsity Drive, Suite 300 Raleigh, NC 27606 EXECUTIVE SUMMARY The presence of European cherry fruit fly (ECFF), Rhagoletis cerasi (L.), in New York State has resulted in a large area being quarantined since 2017. As a host of ECFF, cherry (principally P. avium L.) fruit produced in quarantine areas in New York State pose a risk to cherry-producing areas where fruit could be distributed. We evaluated systems approaches designed to mitigate the pest risk enough to allow safe movement of quarantine fruit to non-endangered areas. In 2018, we used a probabilistic model to evaluate the effectiveness of a systems approach at mitigating the risk of establishment of ECFF in new areas, to allow for limited movement of cherries from the quarantine area. The following three independent mitigation measures were the components of the tested systems approaches: • Low pest prevalence, as determined by regulatory trapping • Certified insecticide spraying, to kill flies • Limiting distribution of fruit to areas with no commercial cherry production Now, ECFF can be considered to have established in New York State, which brings into question low pest prevalence status. The simulation models depend on estimates of ECFF population sizes as a function of trap density, and our approach is unchanged from before. -
1 System Viability of Organizations and The
SYSTEM VIABILITY OF ORGANIZATIONS AND THE AETIOLOGY OF ORGANIZATIONAL CRISIS A Quantitative Assessment of Stafford Beer’s Viable System Model SYSTEMISCHE LEVENSVATBAARHEID VAN ORGANISATIES EN DE ETIOLOGIE VAN ORGANISATIE CRISES Een kwantitatieve toets van Stafford Beers 'Viable System Model' (met een samenvatting in het Nederlands) Proefschrift ter verkrijging van de graad van doctor aan de Universiteit Utrecht op gezag van de rector magnificus, prof.dr. G.J. van der Zwaan, ingevolge het besluit van het college voor promoties in het openbaar te verdedigen op maandag 20 november 2017 des ochtends te 10.30 uur door Michael Dominik PFIFFNER geboren op 9 oktober 1963 te Zürich, Zwitserland 1 Promotoren: Prof. dr. S.G.L. Schruijer Prof. dr. J.P.P.E.F. Boselie 2 3 Committee: Prof. dr. M. van Bottenburg Prof. dr. A.J. Meijer Prof. dr. E.F. Loos Prof. dr. P. Curşeu Prof. dr. A. Wierdsma 4 5 1 Abstract 1.1 Abstract in English Michael Dominik Pfiffner System Viability of Organizations and the Aetiology of Organizational Crisis A Test of Stafford Beer’s Viable System Model and a Quantitative As- sessment of the System Viability of Organizations for the Understanding and Pre-Emption of Organizational Crisis Keywords: System Viability, Organizational Crisis, Failure, Manage- ment Cybernetics, Early Recognition, Prevention, VSM Subject of this dissertation is the aetiology of crisis processes which place organizations under existential threats and which often cause organiza- tional demise and bankruptcy. To date, research on organizational crises (OC) has not succeeded in identifying the generic grounds for these detri- mental processes in organizations. Instead, by referring to the complexity and to the assumed multi-causality of the phenomenon, research has contin- ued to provide only either general observations or deep singular analyses of often prominent crisis cases, which provide no generalizable insights. -
Thermodynamic Processes: the Limits of Possible
Thermodynamic Processes: The Limits of Possible Thermodynamics put severe restrictions on what processes involving a change of the thermodynamic state of a system (U,V,N,…) are possible. In a quasi-static process system moves from one equilibrium state to another via a series of other equilibrium states . All quasi-static processes fall into two main classes: reversible and irreversible processes . Processes with decreasing total entropy of a thermodynamic system and its environment are prohibited by Postulate II Notes Graphic representation of a single thermodynamic system Phase space of extensive coordinates The fundamental relation S(1) =S(U (1) , X (1) ) of a thermodynamic system defines a hypersurface in the coordinate space S(1) S(1) U(1) U(1) X(1) X(1) S(1) – entropy of system 1 (1) (1) (1) (1) (1) U – energy of system 1 X = V , N 1 , …N m – coordinates of system 1 Notes Graphic representation of a composite thermodynamic system Phase space of extensive coordinates The fundamental relation of a composite thermodynamic system S = S (1) (U (1 ), X (1) ) + S (2) (U-U(1) ,X (2) ) (system 1 and system 2). defines a hyper-surface in the coordinate space of the composite system S(1+2) S(1+2) U (1,2) X = V, N 1, …N m – coordinates U of subsystems (1 and 2) X(1,2) (1,2) S – entropy of a composite system X U – energy of a composite system Notes Irreversible and reversible processes If we change constraints on some of the composite system coordinates, (e.g. -
Reaching New Heights in Service Management
Reaching new heights in service management Deloitte and ServiceNow Reach new heights in serviceGLOBAL SYSTEMSmanagement INTEGRATOR PARTNER1 Contents The rise of service management....................................2 Deloitte and ServiceNow offerings ........................... ....3 Why us? ....................................................................... 4 ServiceNow – HR Automation Tool. ........................... ...6 ServiceNow – Mobile Ordering Application. ............... ..8 ServiceNow – Global Events Management Application ........................................... 10 Reach new heights in service management 2 The rise of service management Deloitte and ServiceNow offerings When it comes to service management, business leaders continue to We can provide you with the full breadth of ServiceNow offerings, face three primary challenges: meeting spiraling customer demands, from strategy to implementation and managed services: managing rising complexity in their service delivery models and working with increasingly constrained budgets. Strategize and plan • ServiceNow Readiness Assessment In light of these realities, organizations that want to deliver an • ServiceNow Strategy & Roadmap exceptional client experience are coming to realize that their service • ServiceNow Service Management Operational Framework management capacity needs to evolve. For many organizations, this means equipping themselves with tools that enable them Design and develop to seamlessly deliver services, while reaching new heights in • ServiceNow Implementation -
Designing a Physics Learning Environment: a Holistic Approach
Designing a physics learning environment: A holistic approach David T. Brookes and Yuhfen Lin Department of Physics, Florida International University, 11200 SW 8th St, Miami, 33199 Abstract. Physics students enter our classroom with significant learning experiences and learning goals that are just as important as their prior knowledge. Consequently, they have expectations about how they should be taught. The instructor enters the same classroom and presents the students with materials and assessments that he/she believes reflect his/her learning goals for the students. When students encounter a reformed physics class, there is often a “misalignment” between students’ perceptions, and learning goals the instructor designed for the students. We want to propose that alignment can be achieved in a reformed physics class by taking a holistic view of the classroom. In other words, it is not just about teaching physics, but a problem of social engineering. We will discuss how we applied this social engineering idea on multiple scales (individual students, groups, and the whole class) to achieve alignment between students’ expectations and the instructor’s learning goals. Keywords: Physics education, learning environment, learning goals, attitudes, motivation PACS: 01.40.Fk, 01.40.Ha INTRODUCTION his/her students. 3) We paid careful attention to designing the learning environment to maximize Many Research-Based Instructional Strategies effective communication and interaction between (RBIS) in physics are initially successful when students. implemented by their developers, but other adopters sometimes struggle to achieve the same level of THEORY AND COURSE SETTING success. Firstly, students are resistant to reform [1]. Secondly, when physics instructors try implementing Interacting System Model one or more RBIS, they quickly discover that they do not work as advertised [2]. -
Viable System Model As a Framework for Understanding
The Viable System Model as a Framework for Understanding Organizations by Raúl Espejo and Antonia Gill Introducing the Model The Viable System Model (VSM) is not a new idea. Created by Stafford Beer over twenty years ago, it has been used extensively as a conceptual tool for understanding organizations, redesigning them (where appropriate) and supporting the management of change. Despite its successful application within numerous private and public sector organizations, however, the VSM is not yet widely known among the general management population. There are two main reasons for this. Firstly, the ideas behind the model are not intuitively easy to grasp; secondly, they run counter to the great legacy of thinking about organizations dating from the Industrial Revolution - a legacy that is only now starting to be questioned. To deal with the second point in more detail, organizations have been viewed traditionally as hierarchical institutions that operate according to a top-down command structure: strategic plans are formulated at the top and implemented by a cascade of instructions through the tiered ranks. It is now widely acknowledged that this modus operandi is too slow and inflexible to cope with the increasing rate of change and complexity surrounding most organizations. Technology developments have helped to usher in a new concept of a flatter, networked-type organization with a wider distribution of data to reach all those who actually perform the work - in real time. The ground is now fertile for viewing the organization in a new light. However, there is also much confusion about the nature of this new-style organization. -
Week 11: Chapter 11
The Vector Product There are instances where the product of two Week 11: Chapter 11 vectors is another vector Earlier we saw where the product of two vectors Angular Momentum was a scalar This was called the dot product The vector product of two vectors is also called the cross product The Vector Product and Torque The Vector Product Defined The torque vector lies in a Given two vectors, A and B direction perpendicular to the plane formed by the The vector (cross) product of A and B is position vector and the force vector defined as a third vector, CAB Fr C is read as “A cross B” The torque is the vector (or cross) product of the The magnitude of vector C is AB sin position vector and the is the angle between A and B force vector More About the Vector Product Properties of the Vector Product The quantity AB sin is The vector product is not commutative. The equal to the area of the order in which the vectors are multiplied is parallelogram formed important by A and B To account for order, remember The direction of C is A BBA perpendicular to the plane formed by A and B If A is parallel to B ( = 0o or 180o), then The best way to A B 0 determine this direction is to use the right-hand Therefore A A 0 rule 1 More Properties of the Vector Final Properties of the Vector Product Product If A is perpendicular to B , then ABAB The derivative of the cross product with The vector product obeys the distributive law respect to some variable such as t is ddA dB ABCABAC x ( + ) = x + x AB -
Detangling the Wicked Problem of Modern Crime
WEBS OF DECEIT: DETANGLING THE WICKED PROBLEM OF MODERN CRIME drhgfdjhngngfmhgmghmghjmghfmf For: 2016 Fram Applied Critical Thinking Speaker Series PAMELA J. SYDELKO DIRECTOR: SYSTEMS SCIENCE CENTER GLOBAL SECURITY SCIENCES DIVISION ARGONNE NATIONAL LABORATORY Pamela J. Sydelko Education PhD M.S. in Soil B.S. in Botany MBA Candidate Science Systems North Dakota Skills Science University University the State Something aboutUniversity me that of you should know of Illinois of Chicago University Hull, UK 1982 1984 2004 Present Experience Environmental Spatial GIS Integrated Executive Systems Science Modeling M&S Management Science the zero 1985 1988 1994 2003 2004 2014 U.S. Army Argonne Construction National Engineering Laboratory Research Laboratory 2 WHAT IS A SYSTEM? EVOLUTION OF SYSTEMS THINKING Systems HARD AND SOFT SYSTEMS THINKING Thinking CRITICAL SYSTEMS THINKING (CST) RadialSYSTEMIC List INTERVENTION-SmartArt This is example for a subtitle WHAT IS A WICKED PROBLEM? Wicked Problems PROPERTIES OF WICKED PROBLEMS COMPLICATED VS WICKED PROBLEM? Brainstorm OUTLINE The Inter- STOVE-PIPED GOVERNMENT agency GOVERNMENT CZARS AND TASK FORCES Proposal PARTICIPATORY SYSTEMIC PROBLEM STRUCTURING Crime at ANTICIPATORY SYSTEMS the Urban Edge SYSTEMIC ORGANIZATIONAL DESIGN EVALUATION OF METHODS AND PROCESS 3 4 WHAT IS A SYSTEM? . A System is a set of interacting or interdependent components forming an integrated whole and serving a common purpose 5 FOUNDATIONS OF SYSTEMS THINKING? "Modern science is characterized by its ever-increasing specialization, necessitated by the enormous amount of data, the complexity of Ludwig von Bertalanffy techniques and of Systems thinking has theoretical structures “There appear to exist roots in the General within every field. Thus general system laws which apply to any Systems Theory that science is split into was advanced by system of a particular Ludwig von innumerable type, irrespective of the Bertalanffy in disciplines continually particular properties of the1940’s.