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ITRPM
IT RPM, or IT resource performance management, is a concept employed within the discipline of IT service management. In practice, it is a combination of technologies and processes which combine social collaboration, mobility tools and gamification in order to provide higher quality support in a service desk environment. It is typically under-pinned by best practices like ITIL, COBIT or Lean Six Sigma for Service Management. Key concepts * Device-agnostic tools (''e.g. anywhere access from nearly any type of computing device'') * IT to IT use / Business to IT use, as well as crowdsourced support * Management reports and leaderboards to unite, encourage and reward staff for goal achievements * Capturing ad-hoc (out-of-band) communications to harness user knowledge * Game mechanic theories to identify latent skills in groups of staff or individuals * Predictive knowledge management to provide faster end-user support; typically deployed through self-service portals or decisio ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
IT Service Management
Information technology service management (ITSM) is the activities that are performed by an organization to design, build, deliver, operate and control information technology (IT) services offered to customers. Differing from more technology-oriented IT management approaches like network management and IT systems management, IT service management is characterized by adopting a process approach towards management, focusing on customer needs and IT services for customers rather than IT systems, and stressing continual improvement. The CIO WaterCoolers' annual ITSM report states that business uses ITSM "mostly in support of customer experience (35%) and service quality (48%)." Context As a discipline, ITSM has ties and common interests with other IT and general management approaches, information security management and software engineering. Consequently, IT service management frameworks have been influenced by other standards and adopted concepts from them, e.g. CMMI, ISO ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Gamification
Gamification is the strategic attempt to enhance systems, services, organizations, and activities by creating similar experiences to those experienced when playing games in order to motivate and engage users. This is generally accomplished through the application of game-design elements and game principles (dynamics and mechanics) in non-game contexts. Gamification is part of persuasive system design, and it commonly employs game design elements to improve user engagement, organizational productivity, flow, learning, crowdsourcing, knowledge retention, employee recruitment and evaluation, ease of use, usefulness of systems, physical exercise, traffic violations, voter apathy, public attitudes about alternative energy, and more. A collection of research on gamification shows that a majority of studies on gamification find it has positive effects on individuals. However, individual and contextual differences exist. Techniques Gamification techniques are intended to leverage p ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Service Desk
Information technology service management (ITSM) is the activities that are performed by an organization to design, build, deliver, operate and control information technology (IT) services offered to customers. Differing from more technology-oriented IT management approaches like network management and IT systems management, IT service management is characterized by adopting a process approach towards management, focusing on customer needs and IT services for customers rather than IT systems, and stressing continual improvement. The CIO WaterCoolers' annual ITSM report states that business uses ITSM "mostly in support of customer experience (35%) and service quality (48%)." Context As a discipline, ITSM has ties and common interests with other IT and general management approaches, information security management and software engineering. Consequently, IT service management frameworks have been influenced by other standards and adopted concepts from them, e.g. CMMI, ISO 9000 ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
ITIL
The Information Technology Infrastructure Library (ITIL) is a set of detailed practices for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of business. ITIL describes processes, procedures, tasks, and checklists which are neither organization-specific nor technology-specific, but can be applied by an organization toward strategy, delivering value, and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement. There is no formal independent third party compliance assessment available for ITIL compliance in an organization. Certification in ITIL is only available to individuals. Since 2013, ITIL has been owned by AXELOS, a joint venture between Capita and the UK Cabinet Office. History Responding to growing dependence on IT, the UK Government's ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
COBIT
COBIT (Control Objectives for Information and Related Technologies) is a framework created by ISACA for information technology (IT) management and IT governance. The framework is business focused and defines a set of generic processes for the management of IT, with each process defined together with process inputs and outputs, key process-activities, process objectives, performance measures and an elementary maturity model. Framework and components Business and IT goals are linked and measured to create responsibilities of business and IT teams. Five processes are identified: Evaluate, Direct and Monitor (EDM); Align, Plan and Organize (APO); Build, Acquire and Implement (BAI); Deliver, Service and Support (DSS); and Monitor, Evaluate and Assess (MEA).COBIT 2019 Framework: Introduction and Methodology from ISACA The COBIT framework ties in with COSO, ITIL, BiSL, ISO 27000, CMMI, TOGAF and PMBOK. The framework helps companies follow law, be more agile and earn more. B ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Lean Six Sigma
Lean Six Sigma is a method that uses a collaborative team effort to improve performance by systematically removing waste and reducing variation. It combines lean manufacturing/ lean enterprise and Six Sigma to eliminate the eight kinds of waste ( ''muda''). History 1980s–2000s Lean Six Sigma's predecessor, Six Sigma, originated from the Motorola company in the United States in 1986. Six Sigma was developed within Motorola to compete with the '' kaizen'' (or lean manufacturing) business model in Japan. In the 1990s, Allied Signal hired Larry Bossidy and introduced Six Sigma in heavy manufacturing. A few years later, General Electric's Jack Welch consulted Bossidy and implemented Six Sigma at the conglomerate. During the 2000s, Lean Six Sigma forked from Six Sigma and became its own unique process. While Lean Six Sigma developed as a specific process of Six Sigma, it also incorporates ideas from lean manufacturing, which was developed as a part of the Toyota Production ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Crowdsourcing
Crowdsourcing involves a large group of dispersed participants contributing or producing goods or services—including ideas, votes, micro-tasks, and finances—for payment or as volunteers. Contemporary crowdsourcing often involves digital platforms to attract and divide work between participants to achieve a cumulative result. Crowdsourcing is not limited to online activity, however, and there are various historical examples of crowdsourcing. The word crowdsourcing is a portmanteau of " crowd" and "outsourcing". In contrast to outsourcing, crowdsourcing usually involves less specific and more public groups of participants. Advantages of using crowdsourcing include lowered costs, improved speed, improved quality, increased flexibility, and/or increased scalability of the work, as well as promoting diversity. Crowdsourcing methods include competitions, virtual labor markets, open online collaboration and data donation. Some forms of crowdsourcing, such as in "idea compe ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Decision Tree
A decision tree is a decision support tool that uses a tree-like model of decisions and their possible consequences, including chance event outcomes, resource costs, and utility. It is one way to display an algorithm that only contains conditional control statements. Decision trees are commonly used in operations research, specifically in decision analysis, to help identify a strategy most likely to reach a goal, but are also a popular tool in machine learning. Overview A decision tree is a flowchart-like structure in which each internal node represents a "test" on an attribute (e.g. whether a coin flip comes up heads or tails), each branch represents the outcome of the test, and each leaf node represents a class label (decision taken after computing all attributes). The paths from root to leaf represent classification rules. In decision analysis, a decision tree and the closely related influence diagram are used as a visual and analytical decision support tool, wh ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Social Media
Social media are interactive media technologies that facilitate the creation and sharing of information, ideas, interests, and other forms of expression through virtual communities and networks. While challenges to the definition of ''social media'' arise due to the variety of stand-alone and built-in social media services currently available, there are some common features: # Social media are interactive Web 2.0 Internet-based applications. # User-generated content—such as text posts or comments, digital photos or videos, and data generated through all online interactions—is the lifeblood of social media. # Users create service-specific profiles for the website or app that are designed and maintained by the social media organization. # Social media helps the development of online social networks by connecting a user's profile with those of other individuals or groups. The term ''social'' in regard to media suggests that platforms are user-centric and enable communa ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Gamification
Gamification is the strategic attempt to enhance systems, services, organizations, and activities by creating similar experiences to those experienced when playing games in order to motivate and engage users. This is generally accomplished through the application of game-design elements and game principles (dynamics and mechanics) in non-game contexts. Gamification is part of persuasive system design, and it commonly employs game design elements to improve user engagement, organizational productivity, flow, learning, crowdsourcing, knowledge retention, employee recruitment and evaluation, ease of use, usefulness of systems, physical exercise, traffic violations, voter apathy, public attitudes about alternative energy, and more. A collection of research on gamification shows that a majority of studies on gamification find it has positive effects on individuals. However, individual and contextual differences exist. Techniques Gamification techniques are intended to leverage p ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Incentive-centered Design
Incentive-centered design (ICD) is the science of designing a system or institution according to the alignment of individual and user incentives with the goals of the system. Using incentive-centered design, system designers can observe systematic and predictable tendencies in users in response to motivators to provide or manage incentives to induce a greater amount and more valuable participation. ICD is often considered when designing a system to induce desirable behaviors from users, such as participation and cooperation. It draws from principles in various areas such as economics, psychology, sociology, design, and engineering. ICD has been gaining attention in research communities due to the role it can play in helping systems benefit their users and ultimately achieve better results. History In 1996, the Nobel Prize in Economics was awarded to William Vickrey and James Mirrlees for their work in "The economic theory of incentives under asymmetric information", wh ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
