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Drawing on research conducted over the last 3 years in Cornwall, UK, this new book explores the impact of the EU/BT funded introduction of fibre broadband on rural SMEs. Including a qualitative methodology and in depth focus groups with over 200 companies, The Impact of Fibre Connectivity on SMEs provides a detailed, in depth, analysis to challenge conventionally held beliefs in the value of subsidy and policy pressure in the deployment of such projects. With focus on regional development in the UK as well as exploration of the wider EU context, the book presents a genuine insight into the technology adoption and technology provision. Andy Phippen is Professor of Social Responsibility in IT at Plymouth Plymouth Business School, Plymouth University, UK. He has conducted empirical research into the relationship between technology and public engagement for over 15 years, including work into public trust in online systems, young people and privacy, and the impact of technologies in rural locations. Hazel Lacohée undertakes qualitative research on behalf of BT TSO within the People and Behaviours Research team. She joined BT in 1998 and is responsible for providing insight regarding the commercial, socio-economic and customer impact of ICT applications and systems. Hazel obtained an ESRC funded PhD in Psychology from the University of Bristol in 1996 and her current work concerns the impact of NGA for Businesses and Consumer. .

Programming --- Computer. Automation --- MIS (management informatie systeem) --- sport --- bedrijfssoftware --- bedrijfsautomatisering

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Business Process Management (BPM) has become one of the most widely used approaches for the design of modern organizational and information systems. The conscious treatment of business processes as significant corporate assets has facilitated substantial improvements in organizational performance but is also used to ensure the conformance of corporate activities. This Handbook presents in two volumes the contemporary body of knowledge as articulated by the world' s leading BPM thought leaders. This first volume focuses on arriving at a sound definition of BPM approaches and examines BPM methods and process-aware information systems. As such, it provides guidance for the integration of BPM into corporate methodologies and information systems. Each chapter has been contributed by leading international experts. Selected case studies complement their views and lead to a summary of BPM expertise that is unique in its coverage of the most critical success factors of BPM. The second edition of this handbook has been significantly revised and extended. Each chapter has been updated to reflect the most current developments. This includes in particular new technologies such as in-memory data and process management, social media and networks. A further focus of this revised and extended edition is on the actual deployment of the proposed theoretical concepts. This volume includes a number of entire new chapters from some of the world's leading experts in the domain of BPM. <"The practice of Business Process Management has progressed significantly since Michael Hammer and I wrote the Reengineering book. This "handbook" presents the most complete description of the competencies required for BPM and exhaustively describes what we have learned about process management in the last 20 years." Jim Champy (Co-Author of the Best-Seller ́Business Process Reengineering ́ by Michael Hammer and Jim Champy) .

Organization theory --- Information systems --- procesautomatisering --- ICT (informatie- en communicatietechnieken) --- procesmanagement (economie) --- bedrijfsautomatisering --- IKZ (integrale kwaliteitszorg)

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This book teaches IT service managers how to onboard ServiceNow ITSM tools by evangelizing, educating, and coordinating their organization's service desk, developers, and stakeholders. Drawing on his own story of lessons learned in spinning up the adoption of ServiceNow throughout the Al Jazeera Media Network, application architect Gabriele Kahlout shows IT service managers how to launch automated ServiceNow ticketing tools in seamless integration with their organization's existing email and Active Directory. Spinning Up ServiceNow: IT Service Managers Guide to Successful User Adoption shows IT service managers how to orchestrate their IT service desks and developers to facilitate the adoption and consumption of IT services by all users, supporting their various business needs while optimizing human-computer interaction and minimizing stress and productivity loss arising from poor human-system design. What you will learn: How to quick-start ServiceNow in a matter of days with the minimum configuration required to start processing tickets via email How to avoid the teething problems that can spoil your users’ onboarding experience with ServiceNow How to automate the process of scaling up new teams into ServiceNow How to shape your users' experiences so that they retain their familiar bearings in email and Active Directory while welcoming the power of ServiceNow enhancements How to create a strategy to avoid common pitfalls that sabotage ITSM programs.

Programming --- Computer. Automation --- MIS (management informatie systeem) --- bedrijfssoftware --- bedrijfsautomatisering --- informatica --- software engineering

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This reference book shows how the Zero Outage method leads to more stability in operations, more reliability in projects and, ultimately, to greater customer satisfaction. It explains why clear standards for platforms, processes and personnel are essential for ensuring high ICT quality from end to end and what to look out for during changes – the most common cause of IT outages. Readers also learn how to resolve errors as quickly as possible and permanently eliminate them, and why industry-wide collaboration will only be possible with a shared standard of quality. This book is a practical introduction to making your ICT world even more failsafe and efficient. The authors share key knowledge in quality management and offer an exclusive insight into their extensively tested and continually enhanced formula for success: the Zero Outage approach. Contents · Operational quality: Zero Outage in change, incident and problem management · The Zero Outage Quality Roadmap: Identifying and proactively managing outage risks · Quality in projects: Pain points, early warning systems, de-escalation · Compliance and security: Mastering legal requirements · From customer perception to customer satisfaction · End-to-end quality can be achieved only in collaboration with partners and suppliers · “Zero error” attitude: Entrenching Zero Outage in the corporate culture With a foreword by Dr. Ferri Abolhassan, Director of Telekom Deutschland GmbH. He has been an initiator of Zero Outage. The Authors Stephan Kasulke has been Senior Vice President Quality at T-Systems since 2012. In this role, he manages the worldwide Zero Outage program, which brings improvements to the quality of operations and projects. Jasmin Bensch is Executive Consultant ITIL and Head of Line Office Quality at T-Systems. She has many years of experience in process design and in the optimization of IT outsourcing processes.

Business management --- Programming --- Information systems --- Computer. Automation --- MIS (management informatie systeem) --- bedrijfssoftware --- bedrijfsautomatisering --- informatiesystemen --- organisatiecultuur

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Programming --- Information systems --- Computer. Automation --- bedrijfseconomie --- bedrijfssoftware --- bedrijfsautomatisering --- informatica --- programmeren (informatica) --- informatietechnologie --- informatica management