INFORMA�N� MANAGEMENT

Monitoring aktu�ln�ch informac� a webov�ch zdroj� t�kaj�c�ch se "Informa�n�ho Managementu". Weblog je sou��st� informa�n�ho port�lu AKA-MONITOR, www.akamonitor.cz, spravovan�ho doc. A. Katolick�m. Str�nka obsahuje vlastn� texty a zejm�na stru�n� komentovan� odkazy na pozoruhodn� �esk� a anglick� zdroje v literatu�e, v �asopisech a na webu. Vyu�ijte mo�nosti nastaven� RSS �te�ky k automatick�mu sledov�n� aktualizace obsahu weblogu. DOPL�KOV� ZDROJ POZNATK� PRO STUDENTY V�MIE v Praze

Moje fotka
Jm�no: Arnost Katolicky
M�sto: Plzeň, Czech Republic

Internetov� publicista provozuj�c� AKA-MONITOR www.akamonitor.cz, soudn� znalec KS Plze�, docent na Z�U v Plzni a na V�MIE v Praze.

18.1.07

20 Minute IT Manager


Zanepr�zdn�n� IT mana���i a �editel� t�ko hledaj� �as ke studiu objemn�ch knih a je�t� obt�n�ji k tomu, aby nav�t�vovali �asov� n�ro�n� semin��e. Dv� firmy a dva zku�en� odborn�ci nab�zej� �e�en� v podob� produktu/slu�by: " The 20 Minute IT Manager". Jde o seri�l 20-ti minutov�ch multimedi�ln�ch lekc�, nab�zen�ch na webu v t�denn�m intervalu. Obsahuj� nejd�le�it�j�� praktick� poznatky, vztahuj�c� se ke konkr�tn�mu vybran�mu t�matu. Jde o vybran� poznatky d�le�it� jmenovit� pro pr�ci IT mana��ra.
Postupn�, t�den za t�dnem, tak vznik� u�ite�n� knihovna cenn�ch, prakticky vyu�iteln�ch poznatk�. Cituji:
"Every week you receive download instructions for a new mentoring session that uses slides and audio to present a complete management lesson in an easy to follow format. The 20 minute length makes it easy to fit into your schedule, and that duration is scientifically proven to be optimal for recall of new material."
Uk�zkov� lekce, v�novan� t�matu: "Understanding IT Employee Work Behavior" je zdarma k dispozici k poslechu na adrese: ZDE-ZDE nebo zdarma ke sta�en� a k poslechu podle libosti, na adrese: ZDE-ZDE.
Celou sadu 43 lekc�, kter� byly publikov�ny v roce 2006, si m�ete objednat na adrese: ZDE-ZDE
Z�sk�te k tomu zdarma nav�c 7 lekc� z roku 2007 a knihu Project Management eBook.
Adresa pdf souboru se seznamem t�mat 43 lekc� z roku 2006 je: ZDE-ZDE
Jedn�m z autor�, je prezident a zakladatel firmy TenStep - www.tenstep.com - Tom Mochal. Druh�m autorem je Mike Sisco, prezident firmy MDE Enterprises, inc. - http://www.mde.net/ . Oba auto�i lekc� maj� bohat� zku�enosti v dan� oblasti, o �em� se snadno p�esv�d��te nahl�dnut�m do obsahu jejich port�l�.
Na obsah port�lu TenStep jsem ji� upozor�oval jak na str�nk�ch AKA MONITORu, tak v el.konferenci PROJMAM, kterou moderuji.

CIO a/nebo IT Manager. Jak� je v tom rozd�l?

Tuto ot�zku zaslal na port�l TechRepublic jeden z jeho n�v�t�vn�k�. N�sledn� byla na toto t�ma otev�ena diskuse, kter� se m�ete sami z��astnit, nebo ji alespo� sledovat.
Najdete ji na adrese: ZDE-ZDE

10.1.07

T�i �rovn� informa�n�ho managementu

"Three levels of information management".
Tak zn� n�zev �l�nku, pojedn�vaj�ho o �rovn�ch IM uvnit� organizace. Vyb�r�m ��st �vodu �l�nku a cel� z�v�r. Informace o autorovi a adresu, na kter� je �l�nek k dispozici ke sta�en� najdete n�e.
��st �vodu:
"When developing an information managementstrategy within an organisation, it is useful toconsider information needs on three levels:
� corporate
� team, division, business unit, etc
� individual
The needs of each of these three levels must bemet if a coordinated and effective solution is tobe maintained in the long-term.Failure to address any one of the levels will leadto areas of the business or individuals findingtheir own solution, which may not fit well withinthe strategic goals of the organisation.These are not new ideas, but they will be exploredin the context of intranets and other corporateinformation systems."
Cit�t z�v�ru �l�nku:
Managing the levels
When managing the information within each ofthe three levels, consider the following:
� An information management solution mustbe provided for staff at each of the threelevels.
� If corporate solutions aren�t provided, then staff will find their own solutions. This is the source of poor-quality intranet sub-sites, andother undesirable approaches.
� A clear policy must be developed, outlining when each of the three levels applies, and how information should be managed withineach level.
� Processes must be put in place to �bubble up �or �promote� information from lower levels upto higher levels. For example, some team generated information will be critical for thewhole organisation.
� As much as possible, a seamless information management environment should be delivered that covers all three levels."
A na z�v�r p�r slov o p�vodu n�zvu port�lu, na kter�m je �l�nek publikov�n:
"So to the name Step Two Designs: step one is the idea; step two is "beyond the idea", putting concepts into practice." Adresa �l�nku:
http://www.steptwo.com.au/papers/cmb_threelevels/index.html

Jeden z n�vrh� definice vybran�ch pojm� u��van�ch v IM

"Definition of information management terms"
Takto zn� n�zev �l�nku, kter�m se autor pokou�� vn�st ur�it� ��d do pojmoslov� u��van�ho pro IM.
Cituji z �vodu �l�nku:
"There is considerable confusion in the marketplace regarding the definition of various information management terms. The scope and role of specific information systems is particularly blurry, in part caused by the lack of consensus between vendors. With the aim of lessening this confusion, this briefing provides an at-a-glance definition of terms for a range of information systems.
Do p�ehledu jsou zahrnuty definice t�chto pojm�:
- Content management system (CMS)
- Enterprise content management system (ECMS)
- Document management system (DMS)
- Records management system (RMS)
- Digital asset management (DAM) system
- Brand management system
- Library management system (LMS)
- Digital imaging system
- Learning management system (LMS)
- Learning content management system (LCMS)
- Geographic information system (GIS)
Cel� text �l�nku v�novan� definic�m najdete na adrese:
http://www.steptwo.com.au/papers/cmb_definition/index.html

9.1.07

RSS slu�ba weblogu

Nezapome�te, �e m�ete vyu��t slu�bu RSS k automatick� signalizaci za�azen� nov� zpr�vy do weblogu. V�nujte pozornost ikon� RSS v lev�m sloupci.

N�roky v in�en�rsk�m studiu MIMS

Minul� zpr�va vzbudila mezi n�v�t�vn�ky zna�nou pozornost. Na dotaz t�kaj�c� se magistersk�ho studia �Information management and Systems� odpov�d�m cit�tem ze str�nky charakterizuj�c� �masters program� na UC Berkeley School of Information:
�The Master of Information Management and Systems (MIMS) program is a two-year full time program, designed to train students in the skills needed to succeed as information professionals. Such professionals must be familiar with the theory and practice of storing, organizing, retrieving and analyzing information in a variety of settings in business, the public sector, and the academic world. Technical expertise alone is not sufficient for success; iSchool graduates will be expected to perform and manage a multiplicity of information related tasks. In order to function effectively they will need to:
- understand how to organize information
- analyze user information needs
- be able to design or evaluate information systems that allow for efficient and effective user interaction
- be able to provide and assure the quality and value of information to decision makers
- understand the economic and social environment in which their organization functions
- be familiar with relevant issues in law, economics, ethics, and management
Such a profession is inherently interdisciplinary, requiring aspects of computer science, cognitive science, psychology and sociology, economics, business, law, library/information studies, and communications."

8.1.07

UC Berkeley School of Information

Cituji z p�edstaven� programu �koly:
"Providing the world with innovative information solutions and leadership, the UC Berkeley School of Information conducts research, provides policy counsel, and trains information professionals in five areas of concentration:
- Information design and architecture
- Information assurance
- Social studies of information
- Human-computer interaction
- Information economics and policy
Our work takes us wherever people seek, apply, create, and interpret information, and often brings us into partnership with four related disciplines: computer science, information science, social science, and management science."
A nyn� pod�v�m trochu netradi�n� pohled na jednu ze sv�tozn�m�ch �kol, orientovan�ch na informatiku. �kolu tvo�� p�edev��m pedagogov�. Proto jsem se rozhodl "vyzobat" z port�lu �koly odborn� zam��en� profesor�. Mysl�m, �e mluv� jasnou �e�� a napov�d� n�m o dan� �kole a o jej�m zam��en� v�c ne� dost. Ka�d� ��dek p�ehledu je v�nov�n zam��en� jednoho profesora:
Focus: Economics of information and communication
Focus: Social exchange, social psychology, social networks and information exchange
Focus: Computer networks, Internet economics
Focus: Human-computer interaction, information visualization, computational linguistics, search and information retrieval
Focus: Information retrieval system design and evaluation
Focus: The ethnographic study of communication and social formations in digital and networked environments
Focus: Intellectual property lawFocus: Information technology, organization, and economic development
Focus: Computer security and privacy
Focus: Science and technology studies (STS), knowledge communities, user needs, and digital libraries
Focus: Economics of information
Focus: Legal information
Focus: Digital media production and reuse, context-aware mobile media, human-computer interaction, knowledge representation for media
Focus: History of information, music information
Focus: Document engineering, information policyFocus: communications technologies, identity and storytelling
Focus: Digital information systems, user interfaces, and artificial intelligence
Focus: Library planning, management, academic libraries, and information retrieval
Focus: Design, evaluation, and cost analysis of information retrieval and library automation systems. Modeling and usage pattern analysis of Web-based information systems.
Na �kole p�sob� cel� �ada dal��ch p�edn�ej�c�ch, j�dro v�uky je v�ak postaveno na k�dru intern�ch profesor�. Uveden� p�ehled sice ne��k� nic o v�ze, kter� je d�v�na jednotliv�m disciplin�m ve studijn�m programu, jedno je v�ak z p�ehledu zcela jasn�: Informa�n� management m� multidisciplin�rn� povahu a technick� aspekt je sou��st� promy�len�ho celku, kter� zahrnuje �adu dal��ch aspekt� - soci�ln�, komunika�n�, syst�mov� a p�edev��m ekonomicko-mana��rsk�.
V�ce se dozv�te vc dal��ch zpr�v�ch, kter� p�ipravuji a na port�lu �koly.
Adresa port�lu: http://www.ischool.berkeley.edu/

IM trendy v roce 2005

Information Management Trends in 2005. �erven 2005
TechRepublic uspo��dalo na webu rozs�hl� pr�zkum, v jeho� r�mci z�skala od 398-mi respondent� velmi cenn� data o tom, jak firmy a instituce p�istupuj� k problematice uplatn�n� modern� ICT, k informa�n�mu managementu a k "business analytics". V�sledky byly publikov�ny i na port�lu TechRepublic, odkud si je m�ete st�hnout. Bohu�el jsem dosud nena�el �as k podrobn�j��mu shrnut� obsahu v �e�tin�. Poda�ilo se mi pouze z 19-ti stran vybrat to nejzaj�mav�j�� ( cca 3 strany ) v angli�tin�. Jde o doslovn� cit�ty vybran�ch ��st� �l�nku. Z�skan� poznatky se vztahuj� k �ervnu roku 2005.
Pr�zkum zasluhuje pozornost z �ady d�vod�. Cenn� jsou nejen odpov�di, ale i ot�zky. Ot�zky p�ibli�uj� okruh problematiky, kter� organiz�to�i pr�zkumu pova�uj� za d�le�it� z hlediska IM.

To more fully understand how organizations are handling critical business data and business analytics, TechRepublic conducted a survey to explore several key trends of information management and related tools. While some companies are still focused exclusively on storage and access, others are leveraging their critical information to gain insight into business performance and make better decisions.
Among the most compelling findings:
� The need to find reliable business intelligence strategies is becoming increasingly important
� Currently, most organizations are not taking full advantage of existing business intelligence solutions
� The current focus for business data management solutions is on data access
The majority of IT and business professionals recognize the need to proactively manage growing amounts of data, and are turning toward business intelligence management solutions to meet their needs. The current focus is on increasing the capacity of the organization to access critical information in a timely manner to better inform business decisions that impact bottom-line profitability. The findings presented in this study indicate that business intelligence tools for managing data in today�s dynamic and challenging business environment are becoming increasingly important and critical aspects of linking IT technologies with business needs.

Businesses recognize the importance of information management for business analysis. Most respondents (75%) indicated that improving data accuracy and integrity is most important for their organizations. Other important objectives included the need to address decision-making ability (65%), obtain real-time information (64%), improve business planning (nearly 60%), and develop business-reporting capability (over 50%).

Over 90 percent agreed or strongly agreed that reducing query time would provide marked improvement for their organizations. Processing huge volumes of data efficiently is therefore a key opportunity for improving business operations.

Only about 20 percent of respondents deploy business intelligence tools widely throughout the enterprise, followed by 32 percent whose deployment is limited to specific problems, and another 30 percent who report �scattered� deployment. Nearly 15 percent roll out business intelligence tools widely only after initial deployment. These results suggest that few organizations are taking full advantage of data management solutions for their business needs, and hints at widespread current use of data shadow systems.

We found that respondents are most concerned with maintaining high security and compliance standards (mean rank of 3.6), followed by ensuring minimal downtime for updates, refreshes, and administration (mean rank of 4.3), and in ensuring high performance for complex query environments (mean rank of 4.8). Respondents were also somewhat concerned with real-time reporting, analytics, data warehousing (mean rank of 5.0) and ease-of-use considerations (also ranked 5.0). They were somewhat less concerned with low maintenance (rated 6.0), leading price/performance (rated 6.3), and fast deployment (rated 6.5). According to those interviewed, the least important feature of a relational database management system (ranked 7.9) is unstructured data management (e.g., e-mail, video, images, voice, etc.).

We asked participants to rate key capabilities of a relational database management system for improving their business data management practices. The most important capabilities included:
� Access to Historical & Real-time Data
� Volume of Query Support
� Multiple Database Access
� Scalability of Database Management
� Unlimited Access
� Uninterrupted Performance

Finally, we asked respondents to rate the importance of a number of benefits associated with an ntegrated business intelligence tool. Respondents used the same 5-point scale employed on the revious question. The rated benefits are summarized below:
� Faster access to information
� Store and access larger amounts of data
� Faster data loading
� Flexible scaling
� Maximized computing powering effectiveness
� Lower total cost of ownership
� Minimized storage costs
� Low entry costs
� Open standards
Results reveal strong consensus among IT and business professionals � most respondents agree that faster data access, increasing storage capability, and faster data loading are the top three benefits of adopting business intelligence solutions.

This study reveals several important aspects about business intelligence solutions that IT and business management professionals will find useful as they explore new solutions to existing data management challenges.
Emerging information management approaches: The importance of business
intelligence tools
This study shows that over 85 percent of respondents rated enterprise management for business analysis as critical to highly critical for ensuring the success of their organizations
Current state of business intelligence deployment: Breadth and depth
Many organizations are not taking full advantage of the flexibility offered by business intelligence solutions.
Organizations have a long way to go before they leverage business intelligence tools for enterprise-wide decision making. Nevertheless, we anticipate that the breadth and depth of business intelligence solutions will continue to grow as businesses struggle to meet new database management challenges.
Information management tools: Solving critical business needs
This research highlights the need IT and business professionals have for maintaining high performance levels while minimizing security breaches and downtime due to increasing server demands.
There is also growing importance placed on real-time data access, analytics, and data warehousing. In terms of current needs, this study identified the top three benefits of business intelligence solutions:
� Faster access to information
� Store and access larger amounts of data
� Faster data loading

Respondents rated many capabilities of business intelligence tools as important for addressing these needs. Interestingly, there was no clear �winner� among the identified tools�each was rated with nearly equal importance:
� Ability to support a high volume of queries
� Ability to access both historical and real-time data to inform business decisions
� Multiple database access
� Scalability of database management
� Providing unlimited database access , and
� Providing uninterrupted performance
These findings show that business intelligence tools are increasingly viewed as an important, if not critical, aspect of business data management in today�s constantly changing environment. Most information technology and business managers recognize the need for storing business-critical data with flexible and ready access to support better business decision making, which is key to an adaptive and profitable enterprise.

7.1.07

IM v knize "CIO Wisdom II: More Best Practices"

Ve snaze o soust�ed�n� maxima dostupn�ch relevantn�ch zdroj� v�novan�ch informa�n�mu managementu a nab�zen�ch na webu, jsem narazil na zaj�mav� pojedn�n�, p�edstavuj�c� jednu kapitolu knihy "CIO Wisdom II: More Best Practices". Autory knihy jsou Phil Laplante a Thomas Costello. Kniha vy�la v roce 2005. Autorem 7-m� kapitoly je spoluautor John Wollman, spole�n� s Enterprise Computing Institute. Kapitola nese n�zev: "Information Management: What's next?".Cituji z �vodu:
"This chapter focuses on the evolution of �information management�
and the business and technology ramifications as organizations move
forward from today�s technology landscape to tomorrow�s. The chapter
begins with a focus on the technology underpinnings of an information
management value chain (to provide context) and then describes
corporate performance management (CPM) as the business driver that
will require organizations to increase the information management
�value-add� to adequately measure, monitor, and respond to changes
in the business climate."
Obsah a struktura �l�nku:
Is Structured Data Management a Solved Problem?
Information Management Value Chain
- Correlation of the Unstructured to the Structured
- The Evolution of the Enterprise Model
- Increased Frequency, Reduced Latency
- Increased Globalization
- Improved Information Delivery
The Business Driving Force: Corporate
Performance Management
- Corporate Performance Management
- CPM Maturity Model
- Critical Success Factors
What Should Leading IT Groups Be Doing Today?
- Establishing Maturity in Core Information Management Processes
- Adopting a Federated Philosophy
Cit�t zaj�mav� ��sti ( p�ed z�v�rem textu ):
"The governance models are applied to several dimensions of information
management (both structured and unstructured), including
� Requirements analysis
� Information delivery
� Data and content acquisition
� Data and content quality management
� Metadata management
� Technical architecture
� Ongoing data structure management".
Text 7-m� kapitoly knihy "CIO Wisdom II: More Best Practices" v�novan� informa�n�mu managementu, najdete ve form�tu PDF ( 1,7 MB ) na adrese:
http://www.alliance-consulting.com/Wollman_07.pdf

P�ehled 87 ukazatel� informa�n� technologie

Tato zpr�va odkazuje na velmi zaj�mav� zdroj, jeho� vyu�it� m�e b�t velmi mnohostrann�. Jde o seznam standardn�ch metrik IT, odpov�daj�c�ch pot�eb�m vyu�it� datab�ze "The Open Standards Benchmarking Collaborative ( OSBC ) Database." Vztahuje se ke kategorii "Information Technology". Odpov�d� pot�eb�m meziodv�tvov�ho srovn�v�n� aktivit v oblasti IT.
Ukazatel� v kategorii IT jsou rozd�leny do 4 skupin:
- IT Organization Measures - 30 ukazatel�
- IT Planing and Management - 11 ukazatel�
- IT Development and Maintenance - 39 ukazatel�
- IT Operations - 7 ukazatel�.
�ir�� v�znam seznamu standardn�ch metrik m�e spo��vat v p�ibl�en� r�zn�ch p��stup� k problematice informa�n�ho managementu.
Cituji �vodn� odstavec p�edch�zej�c� 5-ti str�nkov�mu seznamu a informaci o APQC.
"The following pages list the standard measures and computed performance ratios that APQC captures for information technology functions and processes for its benchmark database. This overview shows more than 87 information technology measures. These measures coordinate with category 7.0 Manage Information Technology in the APQC Process Classification FrameworkSM (PCF), the high-level enterprise model that allows organizations to see activities from a cross-industry viewpoint."
About APQC
An internationally recognized resource for process and performance improvement, APQC helps organizations adapt to rapidly changing environments, build new and better ways to work, and succeed in a competitive marketplace. With a focus on productivity, knowledge management, benchmarking, and quality improvement initiatives, APQC works with its member organizations to identify best practices, discover effective methods of improvement, broadly disseminate findings, and connect individuals with one another and the knowledge, training, and tools they need to succeed.
Learn more about APQC by visiting www.apqc.org
Soubor s p�ehledem ve form�tu PDF lze st�hnout z webov� adresy:
http://www.apqc.org/PDF/osbc/it/measures.pdf

4.1.07

5 z�kladn�ch chyb v anal�ze po�adavk�

"5 z�kladn�ch chyb v anal�ze po�adavk� a jak na n� ".
Anal�za sw po�adavk� ( Requirements Analysis ) je pova�ov�na za kritickou f�zi cel�ho procesu spr�vy po�adavk� ( Requirements Management ). Na port�lu TechRepublic.com byl vystaven zaj�mav� �l�nek, nazvan�:
"Five common errors in requirements analysis (and how to avoid them)".
Z �l�nku jsem vybral �vod a seznam probl�m� a spole�n� s odkazem na pln� text jsem je opublikoval na str�nce weblogu v�novan�ho spr�v� sw po�adavk� ( SW Requirements Management).
Najdete ho na adrese: www.akamonitor.cz/SRM.htm

3.1.07

��zen� n�klad� a v�konnosti IT (Konference)

Kdo sleduje v�voj vnit�n� struktury rozhodovac�ho procesu v informa�n�m managementu, ur�it� si pov�iml v�razn�ho r�stu pod�lu ekonomick�ch, soci�ln�ch, organiza�n�ch a syst�mov�ch probl�m� - na �kor tradi�n�ch ryze technick�ch probl�m� ��zen� informatiky. Ekonomick� probl�my hraj� v na�em rozhodov�n� st�le v�ce dominantn� roli. A pr�v� proto roste mezi mana��ry hlad po poznatc�ch, kter� oblast informatiky a ekonomiky spojuj� v jeden celek a to nejen na �rovni operativn�ho, ale i taktick�ho a strategick�ho rozhodov�n�. Spole�nost IIR p�ich�z� s nab�dkou konference, kter� m��� tak ��kaj�c do �ern�ho. Jej� program zahrnuje velkou ��st nov�ch, netradi�n�ch t�mat modern�ho informa�n�ho managementu.
Konference se kon� pod n�zvem: "��zen� n�klad� a v�konnosti IT"
T�mata p�edn�ek
:
- IT cost management � jak efektivn� ��dit Va�e IT n�klady
- Procesn� n�klady v IT
- Definujte procesy v IT!
- Anal�za n�klad� pomoc� TCO jako efektivn� n�stroj ��zen� IT
- Activity Based Costing cesta k modern�mu ��zen� Va�eho IT
- Optimalizace IT n�klad� � neutr�cejte zbyte�n�!
- M� pro Va�i spole�nosti outsourcing IT praktick� vyu�it�?
- Controlling IT
- ��zen� v�konu IT � IT performance management
- M��en� efektivnosti a v�konnosti IT
- Tvorba cen IT slu�eb a jejich intern� p�e��tov�n�
- Vyu�it� SLA jako n�stroje ��zen� kvality IT
- Vyu�it� ITILu jako n�stroje ��zen� efektivnosti IT proces�
- Benchmarking v IT � kde ho vyu��t?
Vybran� d�l�� t�mata konference:
Kalkulace n�klad� na slu�by IT � procesn� n�kladov� model - metoda ABC
Vyu�it� informac� z procesn�ho n�kladov�ho modelu IT
Nastaven� proces�, eliminace duplicitn�ch �innost�, definice rol� v�. RACI matice
zodpov�dnost� rol� za jednotliv� procesn� aktivity
Procesn� modelov�n� a zji��ov�n� procesn�ch n�klad�
N�stroje pro ��zen� proces� � automatizace procesn�ch �innost�, vykazov�n� procesn�ch
n�klad�
TCO v kontextu podnikov� strategie
Modely TCO
Kroky p�i zav�d�n� ABC
Ov��ujte n�vratnost investic do IT a jejich vyhodnocen�
Potenci�ln� p��nosy a rizika outsourcingu IT
Nastaven� smluvn�ch podm�nek � outsourcingov� smlouva z�klad dobr� spolupr�ce
Co je nutn� v IT podrobit controllingu?
Srovn�n� s konkurenc� � vyu�it� benchmarkingu
Syst�my IT performance managementu � metodika, SW
Vyu�it� benchmarkingu p�i ��zen� v�konu
Jak adekv�tn� stanovit ceny IT slu�eb?
Vyhn�te se zbyte�n�m chyb�m p�i kalkulaci � �eho se vyvarovat?
Controlling vnitropodnikov�ch ��etn�ch operac� IT slu�eb
Specifika a efekty vyu�it� SLA
Implementace � postupy zav�d�n� (smlouvy, pracovn� procesy)
P��nosy zaveden� ITILu z hlediska ��zen� proces� v IT.
P��stupy m��en� proces�. Specifika m��en� IT proces�
Konference se kon� se 23.-24. ledna 2007 v Praze.
Organiza�n� informace najdete na str�nk�ch: www.konference.cz.