Disney's ITIL Journey

Information Technology Infrastructure Library (ITIL) is a “comprehensive set of documents that defines best practices and accepted techniques in Information Technology.” [1] It provides both private and public sector, a blueprint in organizing and managing IT operations.

As shown in the case, among the major segments of The Walt Disney Company (TWDC), Theme Parks and Resorts is the largest division which also generates the bulk of its revenue. The management also recognizes that it is a guest-centric segment that interacts face-to-face with its customers everyday.

The significance of Triple P or PPT, as discussed by Sir Que, was clearly demonstrated in the case. People, partners, processes and technology, must work as a whole to successfully apply ITIL in a business. Process or ITIL technology was adopted by Disney in mid-2000. They invested a huge capital to manage their 11 parks, 2 water parks, 42 resorts and 2 cruise ships with over 800 applications and 1,800 servers. Moreover, people and partners work hand-in-hand with each other. As discussed earlier, suppliers need not only provide the infrastructure but rather they need partners that will use the technology appropriately for optimization of its use. Disney does exactly this. Its IT Department employs an estimated of 1,000 people that collaborates with IBM for its data centre management and with ACS for its service desk operations. Not only this, Glen Taylor, as Chief Information Officer, was able to integrate the vision and values of the company with the effective use of ITIL. They did not merely apply a framework but the best practice was actually related to Disney’s organization policies, practices and procedures. In preparing for service transition, Mr. Taylor first made them familiar on what is ITIL and its advantages if applied in the company. He informed from top-level management down to its employees the issues that company faces and on how ITIL can address and solve these issues. Knowing the value of partnering with suppliers, Disney trained IT people to be champions and be expert in ITIL.

Disney shows that the obligation of companies does not end bymerely buying ITIL software, but they must take an active role in implementing ITIL strategies and match it with company’s vision and goals. Like any other department, whose activities are being monitored if they match with company’s vision and objectives, IT department is similar. In fact, it is the most significant department since it affects the whole company. Employees, especially IT people, must share the same vision as that of the company.

Disney, by having a proactive IT organization, improved its level of service. They provided excellence in service management but as efficient and less costly as possible. By Mr. Taylor’s keen integrated service management approach, Disney maintained to provide guests “with the perfect experience.” They never failed to continuously amaze its clients.

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[1] Information Techonology Infrastructure Library (ITIL). BusinessDictionary.com. Retrieved February 19, 2011 from http://www.businessdictionary.com/definition/Information-Technology-Infrastructure-Library-ITIL.html

Google Executive in Egypt

Truly, Internet has revolutionized people’s way of living. The people’s revolution in Egypt is an attestation of the great influence of online activism. It helped to stir up the feelings of Egyptians and collaborate to dethrone their oppressive leaders.

Egyptian activist leaders like Wael Ghonim capitalized the advantages of using Internet to express their complaints on their government. Online activism is a venue for easier organization of militant groups. Almost every Egyptian already has access to the Internet, thus it was able to urge millions of people to participate in a massive demonstration. It is more convenient for them to communicate and it could reach many more people. BBC writer Anna Alexander stated that 80% of Egyptians own mobile phones. The unwillingness to tolerate injustices was taking place. Egyptians realized that they have the same sentiments which gave them courage to stand up. Unlike meetings that require physical presence, online conference cannot be disbanded and difficult to detect by the government. Communicating through technology is also safer, considering the unstable condition in Egypt where 700 vocal protesters were arrested. Khaled Said was even taken in a computer shop and beaten to death because of uploading of officers bagging confiscated marijuana. The anonymity of the activists is also maintained. Government officials will have a hard time tracking down all of the protesters communicating via Internet or mobile phones.

The death of Said was the moving force that led people to be conscious on their important role in throwing down their government. 600,000 people liked the page about protest against injustice suffered by Said. The situation in Egypt, thru Facebook was not only spread in all of Egypt but also of the people in the entire world. International news monitored the situation in Egypt. In fact, it obtained intense sympathy with foreigners that some just went to Cairo to support Egyptians in overthrowing its government.

Technology and Internet has become truly a powerful tool that can change lives of people. Every people can be heard using it. It brought back hope to people seeking justice.

E-Commerce viability in the Philippines

Lozada, Maria Kristile Y.

Rapid and continuous technological advancements are now apparent in every aspect of human life. Technology has become part of our lives. It provided us with convenience and efficiency from sourcing information, communication, socialization, and dealing transactions. The E-commerce industry is still in its growth stage in the Philippines.

E-commerce has provided a venue for emerging entrepreneurs to show their creativity and sell their products at a cheaper cost. Through social network websites like Multiply and Facebook, they were able to capture a wider geographical reach which expanded their customer base. Their transactions are also consummated through this website or through mobile phones and online banking. Other local auction websites are now increasing in the Philippines like PinoyAuctions.com.

Businesses, regardless of its nature, are now cognizant of the importance of using Interest to increase its visibility in the market. Majority of businesses create their own websites which showcase their products, core values, history, organizational structure, and contact information. These websites enable customers to obtain valuable information of the company hassle-free.

Trinity Ihaw-Ihaw (our business) posted in its website not only its company background, pictures of events and menu but it also allows customers to make their reservations and queries online. Mc Donald’s, not only offers delivery through landline or mobile phone but also online ordering and payment.  Rustan’s and SM Supermarket sell their groceries online.

Moreover, Ayala Malls offer cinema reservations in the Internet where client has the right to choose their own seats with only an additional of P20.00 reservation fee. The airline industry like Philippine Airlines and Cebu Pacific has also adopted technology by replacing their waiting for several minutes to  be accommodated by a telephone operator with online booking, electronic ticketing where the client can even choose their own seat in the airplane.  

In 1995, 45 banks started to provide online banking and financial services, bill payments, balance inquiry and fund transfers. At present, they are engaged in mobile commerce wherein depositors can transfer funds from one mobile to another. Broadsheet newspaper companies like Philippine Daily Inquirer also revolutionized its method in bring news to the people by creating a website with updated news and information.

Internet is also a means of communication for business-to-business transaction. For example, for more efficient supply-chain management. Many companies have installed a POS software that is directly connected to its major suppliers and determines the needed supply of its clients.

In addition, Philippines ranked second in the list of top destinations in Asia for investments in business-process outsourcing (BPO), according to the Department of Trade and Industry (DTI). It is manifested by the rampant increase of call centers in our country like TelePerformance and Convergy’s.

Some of the major factors that led to the increasing viability of E-Commerce in the Philippines are the deregulation of the telecommunications industry, introduction of PayPlus payment scheme, decreased costs of laptops and cellular phones and proliferation of cybercafés.

First, the telecommunications industry has a great impact for the increasing E-commerce in the Philippines. They give greater accessibility and easier communication. They even ventured in peer-to-peer money transactions through G-Cash and virtual transfer of load through Pas-A-Load of Smart and Share-A-Load and AutoLoad of Globe. Buyers online may even pay the small-time entrepreneurs through G-Cash.

Second, Payplus payment gateway solution allows online purchases using ATM cards instead of credit cards. Many employers deposit their payrolls in the savings account of their employees. There are 14 million Filipino ATM cardholders as compared to 3 million Filipino credit cardholders; as a result, it increased e-commerce trade.

Third, the mass production and competition caused the prices of cellular phones and laptops to drop. In relation with the affordable packages of broadband services, many Filipinos take an active role in using Internet in their personal and business transactions.

Lastly, proliferation of cybercafés enables even Filipinos belonging on lower economic class to participate in E-commerce activities.

Even the government is gradually integrating technology in providing its services to the people. Birth and marriage certificates can now be requested online then the National Statistics Office (NSO) will deliver it in your doorstep. The schedule of appointments for issuance and renewal of passport must be done online in the Department of Foreign Affairs (DFA) website. Walk-in applicants is not allowed to enter without scheduled appointment.

The legislators also enacted of R.A. No. 8792 “E-Commerce Law” which states that electronic documents are now legally binding and enforceable like any other document in writing and admissible as evidence in legal proceedings. There is also a house bill passed  “Cyber Crime Law”, where crimes that may be committed using computers and internet like misuse of information, may be punishable by a fine.

However, the growing E-commerce trade in the Philippines is still challenged by the limited technological infrastructure of the government and lack of law and policies to properly regulate it. There are still several issues yet to be address, such as lack of consumer protection and violations of intellectual property law. There is no law that controls the content of websites and safeguards privacy. Copyright of music, videos, essays and the like are easily downloaded through the internet that prejudices the composer, author and producers thereof.

Truly, Philippines has a great potential for expanding the use of technology and improving its trade and commerce but lobbying of special laws for better protection of users is essential.

The Pinoy IT Manager

By: Lozada, Maria Kristile Y.

                All companies usually suffer from employee’s disloyalty to the company, especially among young professionals and careers that has a huge demand for. Because of the rapid technological advancements, companies are gradually recognizing their need for IT specialists to be competitive. As a result, there is a huge demand for IT specialists but a shortage of supply thereof.  Pirating of IT specialists by offering them large salary is becoming a practice in the Philippines.

                Like in any other department or companies, employees leaving may be prevented by proper communication. Before anything else, each employee must understand the company’s goals. The manager must talk with them personally and discuss with them what the company wants to achieve and how can that employee help in achieve it. The manager must make the employee share the same vision as that of the company. The manager must take care of its employees by regularly listening to them and considering their suggestions. Be honest to them about cutting the department’s budget and the need for everyone to work together. Give them enticing benefits aside from those required by law. Since the case involves an educational institution, provide free education for him/herself or for his/her children.

                As the employee starts to work, the manager or supervisors must discover his/her potential and talents. They must know what their passion is and match it with their assigned tasks. They will work not only for money but because they love what they are doing. At the same time, the company will benefit from employees’ using their real talents in their jobs. Moreover, intelligent people, as IT people are presumed to be, are hungry for challenge. Personal development is necessary. The manager must let them grow and learn new things constantly like attending seminars and workshops. Every job well done must be acknowledged by their bosses and be praised with the excellent output. A simple tap on the back or a post-it congratulating them can boost the morale of employees. They will feel valued in the company. As stated by Roger Hall in Bring Trust and Loyalty in the Workplace, “Happy employees are stable employees.”

                Lastly, camaraderie among co-workers is one of the main reasons of staying in the company. Build a working environment that is light and fun, makes employees motivated and satisfied to go to work almost every day. Every employee must be treated as part of a family, a working atmosphere that is surrounded by trust. Communication is the only key to being a successful IT manager.