Slides supporting the book "Process Mining: Discovery, Conformance, and Enhancement of Business Processes" by Wil van der Aalst. See also http://springer.com/978-3-642-19344-6 (ISBN 978-3-642-19344-6) and the website http://www.processmining.org/book/start providing sample logs.
ServiceNow Customer Service Management Jade Global
ServiceNow® Customer Service Management (CSM) goes beyond traditional customer service solutions to serve your customers—consumers or businesses—faster and more effectively.
Digital Transformation Services and Solutions - Chatbot DevelopmentPrajaktaKulkarni55
Nella: 85% of businesses will have customer interactions handled by some sort of chatbot by 2020
Nella is capable of taking the burden of time-consuming processes and serve its customers better by Processing information, solving queries, supporting a transaction, Taking orders, Promoting products and services and many more. Nella automatically can answer 65% of your Customer Support Queries and has multiple language support. Thus, customer service handled by Nella is quick and efficient.
Slides supporting the book "Process Mining: Discovery, Conformance, and Enhancement of Business Processes" by Wil van der Aalst. See also http://springer.com/978-3-642-19344-6 (ISBN 978-3-642-19344-6) and the website http://www.processmining.org/book/start providing sample logs.
This presentation provides an overview of the key components of a service support process: configuration management, problem management, release management, change management, and incident management. It describes the basic functions and benefits of each component. Configuration management involves managing IT components, configurations, and the configuration management database (CMDB). Problem management involves identifying, diagnosing, and resolving problems and errors. Change management involves controlling and tracking changes to minimize impacts. Release management coordinates testing and deployment of releases. Incident management handles detection, classification, and resolution of incidents. Together, these components work to improve IT service quality, user productivity, and support efficiency.
Help desk ticket categories and classification schemeBuild a Help Desk
With a proven 6 step Help Desk ticket classification methodology such as CREATE, companies can Build a Help Desk Ticket Classification scheme that increases ticket trend reporting efficiency, enhance the ticket escalation process and reduce overall support costs. Every Help Desk needs a ticket classification scheme to handle the customer’s issues when they contact the Help Desk for support. Proper ticket classification of an issue when a Help Desk ticket is created enables the Help Desk Agent to sort the issue into support buckets. These buckets will allow knowledge to be presented to the Help Desk agent when trying to provide proper support, enable proper routing of escalated tickets and allow trend reporting of ticket types.
Slides supporting the book "Process Mining: Discovery, Conformance, and Enhancement of Business Processes" by Wil van der Aalst. See also http://springer.com/978-3-642-19344-6 (ISBN 978-3-642-19344-6) and the website http://www.processmining.org/book/start providing sample logs.
ServiceNow Customer Service Management Jade Global
ServiceNow® Customer Service Management (CSM) goes beyond traditional customer service solutions to serve your customers—consumers or businesses—faster and more effectively.
Digital Transformation Services and Solutions - Chatbot DevelopmentPrajaktaKulkarni55
Nella: 85% of businesses will have customer interactions handled by some sort of chatbot by 2020
Nella is capable of taking the burden of time-consuming processes and serve its customers better by Processing information, solving queries, supporting a transaction, Taking orders, Promoting products and services and many more. Nella automatically can answer 65% of your Customer Support Queries and has multiple language support. Thus, customer service handled by Nella is quick and efficient.
Slides supporting the book "Process Mining: Discovery, Conformance, and Enhancement of Business Processes" by Wil van der Aalst. See also http://springer.com/978-3-642-19344-6 (ISBN 978-3-642-19344-6) and the website http://www.processmining.org/book/start providing sample logs.
This presentation provides an overview of the key components of a service support process: configuration management, problem management, release management, change management, and incident management. It describes the basic functions and benefits of each component. Configuration management involves managing IT components, configurations, and the configuration management database (CMDB). Problem management involves identifying, diagnosing, and resolving problems and errors. Change management involves controlling and tracking changes to minimize impacts. Release management coordinates testing and deployment of releases. Incident management handles detection, classification, and resolution of incidents. Together, these components work to improve IT service quality, user productivity, and support efficiency.
Help desk ticket categories and classification schemeBuild a Help Desk
With a proven 6 step Help Desk ticket classification methodology such as CREATE, companies can Build a Help Desk Ticket Classification scheme that increases ticket trend reporting efficiency, enhance the ticket escalation process and reduce overall support costs. Every Help Desk needs a ticket classification scheme to handle the customer’s issues when they contact the Help Desk for support. Proper ticket classification of an issue when a Help Desk ticket is created enables the Help Desk Agent to sort the issue into support buckets. These buckets will allow knowledge to be presented to the Help Desk agent when trying to provide proper support, enable proper routing of escalated tickets and allow trend reporting of ticket types.
The document describes a service request management system that allows users to log tickets, track the status of issues, and view reports and analytics. Key features include email-based ticket logging, assigning tickets to agents based on category, communication handling via email, and customizable dashboards with charts on agent performance and ticket trends. Tickets can be created, updated, searched, and managed through the online system.
This webinar discusses developer-friendly business process management (BPM) with camunda BPM. It is hosted by Sandy Kemsley, an independent BPM analyst, and Jakob Freund, CEO of camunda. The webinar will provide an overview of camunda's BPM platform and how it allows for increased flexibility, use of standard technologies, and accelerated software development. It will also include a question and answer section.
This document outlines an agenda and objectives for a presales training workshop. The workshop aims to help presales teams understand their role in the sales process, engage clients through consultative conversations, effectively communicate benefits over just features, and follow up after sending information. The two-day agenda includes sessions on the presales process and function, proposal generation, submissions and post-submission activities. It will provide case studies, online evaluation and certificates of participation. The commercial details specify a batch size of 40, 16 hour duration, and USD 2000 fee per participant.
Process Mining 2.0: From Insights to ActionsMarlon Dumas
The document discusses several topics in process mining research including predictive process monitoring, prescriptive process monitoring, robotic process mining, data-driven simulation, and causal process mining. It provides references for further research on each topic, with links to relevant papers that outline techniques in each area.
Pipefy Process Platform empowers managers and process owners to design, run and automate end-to-end business processes with speed and agility without the need from IT or technical resources.
www.pipefy.com
- COH Technologies is an Indian company that creates award-winning contact center and enterprise solutions powered by its patented platform and technologies.
- It has over 700 clients, processes billions of calls annually, and thousands of active users and agents across diverse industries.
- The company addresses the need for an all-in-one, cost-effective solution for the domestic call center market that bridges the gap between low-cost but limited functionality PBX-based solutions and expensive proprietary platforms from major vendors.
Business Process Management - What is it, and why all the buzz?Bonitasoft
Learn about:
- The definition of BPM and the history behind its emergence
- Applying BPM method and technology to best advantage
- Using BPM modeling notation to facilitate collaboration between business and IT
- Practical, real world examples of "BPM applied"
RPA Delivery lifecycle | RPA phases | Discovery -> Designing -> Implementation -> Prod & Support
RPA Delivery Life-cycle:
This content intent to cover in detail of entire RPA delivery lifecycle. This covers all phases and describes with help of flow diagram. Please watch till end to get better consolidated understanding of the RPA lifecycle.
Discovery :
RPA Opportunity Assessment
Feasibility check
ROI assessment
High Level RPA Implementation Plan
High-level To-BE solution
Process Reengineering suggestion if any
Cost and Implementation Proposal
Client Go-Ahead Document
Solution Design :
Process Design Document (PDD)
Solution Design Document (SDD)
Technical Design Document (TDD)
Calculate Complexity and Resource requirement
PDD & SDD Sign-Off
Implementation :
Build & Test
Development, Code Review & Test Results
Installation, Configuration & Bot Run Guide
UAT
Defect Management Matrix
UAT Result, Verification Report & Sign-Off
Deployment Plan
Go Live Planning
Daily Transaction Execution Report
Bot Run Handover Checklist
Client Readiness Checklist Signoff
Production Environment Readiness
Prod & Support :
Daily Bot Run Report
Incident/Change Management Report
Support Handover
Hyper Care Sign-Off
Support Handover Sign-Off
Highlights :
Discovery phase is the key decider whether the process is good fit for RPA or not.
RPA proposal must be signed off by Client before proceeding with next phase.
SDD must get sign-off by Client before proceeding for Development.
Solution should be tested thoroughly with Client in UAT phase to avoid any Bot defect (Functional or Technical) in Production.
Production deployment can only be done post UAT sign-off.
Bot needs to be monitored as per Hyper Care committed phase to ensure accurate bot execution and fix bug at real time if any.
Post Hyper Care phase final Sign-off needs to be received, followed by support phase starts
Read RPA Blogs : https://lnkd.in/er-BHC8
RPA learning channel : https://lnkd.in/eJz4iTe
#RoboticProcessAutomation #RPA #RPATutorial #rpatraining
#rpa #rpalifecycle #rpaphases #discovery #solutiondesign #implementation #production #deployment #support #ai #intelligentautomation #cognitiverpa #ia #cognitive #rpa #rpabasics #rpadeveloper #automation #automationanywhere #uipath #blueprism #rpacommunity #rpatools #rpaqueries
https://lnkd.in/e77TnQE
Presentation given at the BPM Executive Day, Bogota, Colombia, December 4, 2012. The presentation outlines the different dimensions of BPM activities an organization should consider when organizing their BPM efforts.
The art of information architecture in Office 365Simon Rawson
I gave this this presentation at the Collab365 Global Conference in September 2020. It covers the main elements you need to consider in developing an information architecture and management plan for Office 365
BPMN (Business Process Model and Notation) is a standard for business process modeling that provides a graphical notation for specifying business processes. It allows processes to be designed and shared between BPMS tools. ProcessMaker's BPMN Designer supports modeling processes and collaborations using BPMN. Key BPMN elements include events, activities, gateways, sequence flows, participants, and artifacts. BPMN enables visual representation of business processes through different types of diagrams.
The Bottom Line of Software Asset Managementhdicapitalarea
A successful Software Asset Management (SAM) program has many aspects to consider and does not stand alone from other organizational Service Management practices.
Network Operation Centre Highlights and Practices
In complex networks, the telecom operators and IT organizations can consider the report for high level planning and operations
Service Portfolio - Preparing for the Future of your OrganizationITSM Academy, Inc.
This document discusses the importance of service portfolio management for organizations. It defines a service portfolio as the complete set of services managed by a service provider. An effective service portfolio articulates business needs, services offered to meet those needs, and how resources will be allocated. It represents all current and planned commitments to customers. Implementing a service portfolio ensures the right mix of services to balance IT investment with business outcomes. The presentation reviews how to define services, implement a service portfolio, structure the portfolio, manage it through the service lifecycle, and consider portfolio design. Effective service portfolio management provides strategic direction and financial discipline for an organization.
The document is a template for a Request for Proposal (RFP) for CRM Consulting Services. It provides instructions and sections for companies to complete to solicit proposals from vendors to help with implementing a new Customer Relationship Management system. The RFP template includes sections for company information, project scope, submission guidelines, required work and deliverables, vendor information needed in proposals, and a request for estimated budget and resources.
مدیریت رخداد چیست؟ What is incident Management?Kaveh Radi
فرایند مدیریت رخداد یکی از پرکاربردترین و شاید مشهورترین فرایندهای مدیریت خدمات فناوری اطلاعات است. به زبان ساده هر آنچه یک خدمت فناوری اطلاعات را مختل سازد (چه از منظر فایده ای که از خدمت انتظار می رود و چه از نظر شرایط ارائه و کیفیت آن مانند دسترس پذیری) یک رخداد تلقی میگردد.
فرایند مدیریت رخداد بصورتی نظام مند شما را به عنوان یک ارائه دهنده خدمات فناوری اطلاعات یاری میدهد تا بتوانید رخدادها را مدیریت کنید. به بیان دیگر به شما چارچوبی ارائه میدهد که در قالب آن و بر پایه یک جریان کاری مشخص ابتدا رخداد را شناسایی و سپس آنرا ثبت کنید. پس از ثبت رخداد با دسته بنده و اولویت بندی آن، در مسیر حل و فصل قرار گیرید. برای اینکار ناگزیرید در سطح یک راهکار را تشخیص و یا اینکه به سطوح بالاتر ارجاع دهید. در هر صورت پس از تشخیص باید راهکار را اعمال و خدمت (مختل شده) را بازیابید و در نهایت رخداد را ببنید.
در این مقاله علاوه بر تشریح هر یک از این گامها، تصریح شده است چرا فرایند مدیریت رخداد برای شما به عنوان ارائه دهنده خدمات فناوری اطلاعات و در سطح کسب و کار اهمیت دارد. همچنین در پایان مقاله به همه قابلیتهایی که یک ابزار مدیریت رخداد باید دارا باشد تا شما بتوانید این فرایند را بشکلی قابل اتکا خودکارسازی نمائید، ارائه شده است.
امیدوارم از این مقاله لذت ببرید و مرا نیز در جریان بازخوردهای خود قرار دهید.
This presentation introduces the Process Mining as the cutting-edge data analytics approach for discovering the real processes by analyzing the event logs, detecting the bottlenecks, and generating recommendations for enhancing the business performance.
GSS America\'s Workplace Services aim at equipping customer’s business with round-the-clock support, through its Global Operations Command Center (GOCC). Its comprehensive range of workplace services gives customers the ability to reduce their costs and improve their service levels. GSS intends to help global enterprises cut down on their infrastructure maintenance costs and provide access to expert skills.
Präsentation zur Seminararbeit von Nermina Gagrica und Nico Schuster. Technische und pädagögische Methoden richtig eingesezt -> E-Learning at its best.
The document describes a service request management system that allows users to log tickets, track the status of issues, and view reports and analytics. Key features include email-based ticket logging, assigning tickets to agents based on category, communication handling via email, and customizable dashboards with charts on agent performance and ticket trends. Tickets can be created, updated, searched, and managed through the online system.
This webinar discusses developer-friendly business process management (BPM) with camunda BPM. It is hosted by Sandy Kemsley, an independent BPM analyst, and Jakob Freund, CEO of camunda. The webinar will provide an overview of camunda's BPM platform and how it allows for increased flexibility, use of standard technologies, and accelerated software development. It will also include a question and answer section.
This document outlines an agenda and objectives for a presales training workshop. The workshop aims to help presales teams understand their role in the sales process, engage clients through consultative conversations, effectively communicate benefits over just features, and follow up after sending information. The two-day agenda includes sessions on the presales process and function, proposal generation, submissions and post-submission activities. It will provide case studies, online evaluation and certificates of participation. The commercial details specify a batch size of 40, 16 hour duration, and USD 2000 fee per participant.
Process Mining 2.0: From Insights to ActionsMarlon Dumas
The document discusses several topics in process mining research including predictive process monitoring, prescriptive process monitoring, robotic process mining, data-driven simulation, and causal process mining. It provides references for further research on each topic, with links to relevant papers that outline techniques in each area.
Pipefy Process Platform empowers managers and process owners to design, run and automate end-to-end business processes with speed and agility without the need from IT or technical resources.
www.pipefy.com
- COH Technologies is an Indian company that creates award-winning contact center and enterprise solutions powered by its patented platform and technologies.
- It has over 700 clients, processes billions of calls annually, and thousands of active users and agents across diverse industries.
- The company addresses the need for an all-in-one, cost-effective solution for the domestic call center market that bridges the gap between low-cost but limited functionality PBX-based solutions and expensive proprietary platforms from major vendors.
Business Process Management - What is it, and why all the buzz?Bonitasoft
Learn about:
- The definition of BPM and the history behind its emergence
- Applying BPM method and technology to best advantage
- Using BPM modeling notation to facilitate collaboration between business and IT
- Practical, real world examples of "BPM applied"
RPA Delivery lifecycle | RPA phases | Discovery -> Designing -> Implementation -> Prod & Support
RPA Delivery Life-cycle:
This content intent to cover in detail of entire RPA delivery lifecycle. This covers all phases and describes with help of flow diagram. Please watch till end to get better consolidated understanding of the RPA lifecycle.
Discovery :
RPA Opportunity Assessment
Feasibility check
ROI assessment
High Level RPA Implementation Plan
High-level To-BE solution
Process Reengineering suggestion if any
Cost and Implementation Proposal
Client Go-Ahead Document
Solution Design :
Process Design Document (PDD)
Solution Design Document (SDD)
Technical Design Document (TDD)
Calculate Complexity and Resource requirement
PDD & SDD Sign-Off
Implementation :
Build & Test
Development, Code Review & Test Results
Installation, Configuration & Bot Run Guide
UAT
Defect Management Matrix
UAT Result, Verification Report & Sign-Off
Deployment Plan
Go Live Planning
Daily Transaction Execution Report
Bot Run Handover Checklist
Client Readiness Checklist Signoff
Production Environment Readiness
Prod & Support :
Daily Bot Run Report
Incident/Change Management Report
Support Handover
Hyper Care Sign-Off
Support Handover Sign-Off
Highlights :
Discovery phase is the key decider whether the process is good fit for RPA or not.
RPA proposal must be signed off by Client before proceeding with next phase.
SDD must get sign-off by Client before proceeding for Development.
Solution should be tested thoroughly with Client in UAT phase to avoid any Bot defect (Functional or Technical) in Production.
Production deployment can only be done post UAT sign-off.
Bot needs to be monitored as per Hyper Care committed phase to ensure accurate bot execution and fix bug at real time if any.
Post Hyper Care phase final Sign-off needs to be received, followed by support phase starts
Read RPA Blogs : https://lnkd.in/er-BHC8
RPA learning channel : https://lnkd.in/eJz4iTe
#RoboticProcessAutomation #RPA #RPATutorial #rpatraining
#rpa #rpalifecycle #rpaphases #discovery #solutiondesign #implementation #production #deployment #support #ai #intelligentautomation #cognitiverpa #ia #cognitive #rpa #rpabasics #rpadeveloper #automation #automationanywhere #uipath #blueprism #rpacommunity #rpatools #rpaqueries
https://lnkd.in/e77TnQE
Presentation given at the BPM Executive Day, Bogota, Colombia, December 4, 2012. The presentation outlines the different dimensions of BPM activities an organization should consider when organizing their BPM efforts.
The art of information architecture in Office 365Simon Rawson
I gave this this presentation at the Collab365 Global Conference in September 2020. It covers the main elements you need to consider in developing an information architecture and management plan for Office 365
BPMN (Business Process Model and Notation) is a standard for business process modeling that provides a graphical notation for specifying business processes. It allows processes to be designed and shared between BPMS tools. ProcessMaker's BPMN Designer supports modeling processes and collaborations using BPMN. Key BPMN elements include events, activities, gateways, sequence flows, participants, and artifacts. BPMN enables visual representation of business processes through different types of diagrams.
The Bottom Line of Software Asset Managementhdicapitalarea
A successful Software Asset Management (SAM) program has many aspects to consider and does not stand alone from other organizational Service Management practices.
Network Operation Centre Highlights and Practices
In complex networks, the telecom operators and IT organizations can consider the report for high level planning and operations
Service Portfolio - Preparing for the Future of your OrganizationITSM Academy, Inc.
This document discusses the importance of service portfolio management for organizations. It defines a service portfolio as the complete set of services managed by a service provider. An effective service portfolio articulates business needs, services offered to meet those needs, and how resources will be allocated. It represents all current and planned commitments to customers. Implementing a service portfolio ensures the right mix of services to balance IT investment with business outcomes. The presentation reviews how to define services, implement a service portfolio, structure the portfolio, manage it through the service lifecycle, and consider portfolio design. Effective service portfolio management provides strategic direction and financial discipline for an organization.
The document is a template for a Request for Proposal (RFP) for CRM Consulting Services. It provides instructions and sections for companies to complete to solicit proposals from vendors to help with implementing a new Customer Relationship Management system. The RFP template includes sections for company information, project scope, submission guidelines, required work and deliverables, vendor information needed in proposals, and a request for estimated budget and resources.
مدیریت رخداد چیست؟ What is incident Management?Kaveh Radi
فرایند مدیریت رخداد یکی از پرکاربردترین و شاید مشهورترین فرایندهای مدیریت خدمات فناوری اطلاعات است. به زبان ساده هر آنچه یک خدمت فناوری اطلاعات را مختل سازد (چه از منظر فایده ای که از خدمت انتظار می رود و چه از نظر شرایط ارائه و کیفیت آن مانند دسترس پذیری) یک رخداد تلقی میگردد.
فرایند مدیریت رخداد بصورتی نظام مند شما را به عنوان یک ارائه دهنده خدمات فناوری اطلاعات یاری میدهد تا بتوانید رخدادها را مدیریت کنید. به بیان دیگر به شما چارچوبی ارائه میدهد که در قالب آن و بر پایه یک جریان کاری مشخص ابتدا رخداد را شناسایی و سپس آنرا ثبت کنید. پس از ثبت رخداد با دسته بنده و اولویت بندی آن، در مسیر حل و فصل قرار گیرید. برای اینکار ناگزیرید در سطح یک راهکار را تشخیص و یا اینکه به سطوح بالاتر ارجاع دهید. در هر صورت پس از تشخیص باید راهکار را اعمال و خدمت (مختل شده) را بازیابید و در نهایت رخداد را ببنید.
در این مقاله علاوه بر تشریح هر یک از این گامها، تصریح شده است چرا فرایند مدیریت رخداد برای شما به عنوان ارائه دهنده خدمات فناوری اطلاعات و در سطح کسب و کار اهمیت دارد. همچنین در پایان مقاله به همه قابلیتهایی که یک ابزار مدیریت رخداد باید دارا باشد تا شما بتوانید این فرایند را بشکلی قابل اتکا خودکارسازی نمائید، ارائه شده است.
امیدوارم از این مقاله لذت ببرید و مرا نیز در جریان بازخوردهای خود قرار دهید.
This presentation introduces the Process Mining as the cutting-edge data analytics approach for discovering the real processes by analyzing the event logs, detecting the bottlenecks, and generating recommendations for enhancing the business performance.
GSS America\'s Workplace Services aim at equipping customer’s business with round-the-clock support, through its Global Operations Command Center (GOCC). Its comprehensive range of workplace services gives customers the ability to reduce their costs and improve their service levels. GSS intends to help global enterprises cut down on their infrastructure maintenance costs and provide access to expert skills.
Präsentation zur Seminararbeit von Nermina Gagrica und Nico Schuster. Technische und pädagögische Methoden richtig eingesezt -> E-Learning at its best.
Vortrag E-Learning für KMU - zwei PraxisbeispieleTim Schlotfeldt
Aus seiner Beratungspraxis schildert Tim Schlotfeldt zwei Schilderung zweier sehr verschiedener Ansätze zm Thema E-Learning in kleinen Unternehmen: Norddeutsche Unternehmen setzen bei IT-Schulungen auf eine gemeinsame Lernplattform, auf die die Mitarbeiter ständig zugreifen können. Eine Testing-Komponente ermöglicht es zudem, das vorhandene Kompetenzpniveau besser einschätzen zu können. Im zweiten Beispiel unterstützt ein internes Firmen-Wiki bei den Deutschen Werken Hellerau das gegenseitige Lernen aus den internationalen Projekterfahrungen der anderen Kollegen.
Lernermotivation beim Digitalen Lernen. Herausforderungen und ZieleJochen Robes
Webinar von CrossKnowledge und Haufe Akademie am 23. Februar 2016
http://www.crossknowledge.com/de/media-center/events/webinar-lernermotivation-beim-digitalen-lernen
E-Learning Design – von Video-basiertem Lernen, Gamification bis Responsive D...Jochen Robes
Beitrag zu einem Webseminar der SAP-Reihe "Espresso Webseminare" am 28. März 2014
http://www.sap-webseminare.de/?page=espressofilter&subpage=details&webseminar=944
Inside the MOOC – An argumentation analysis of MOOC Implementation strategiesFernUniversität in Hagen
The rapid rise of Massive Open Online Courses (MOOCs) has hit the educational landscape with much impact causing heated debates, a renewed interest in educational technology and a considerable political activism. With the often cited headline “The Year of the MOOC” (Pappano, 2012), MOOCs have been portrayed as a much needed instrument to satisfy the growing demand for education. However, there have also a lot of amazement by distance education specialists (Daniel, 2012) and the general public, especially after reports revealed very high dropout rates (Liyanagunawardena, Parslow, & Williams, 2014). It seems that the MOOC hype has suddenly come to an end (Strauss, 2013) – or at least has cooled down.
Whereas opinion pieces have largely influenced the MOOC debate, scientific research is only beginning to keep up with the pace, focussing mostly on small, isolated studies and issue of success and failure from a learners' perspective (e.g. Breslow u. a., 2013). Yet, MOOCs are much more than video-based lectures from world class universities provided globally for free. They are a key representative for the ongoing transformation triggered by digital technologies.
Still, there is much to learn from the MOOC debate and a thorough analysis would disclose specific patterns and untangle complex arguments. In this regard, Kovanovic´ and collegues (2015) conducted a systematic analysis of news reports identifying changed perspectives.
Building on this recent research to grasp the way MOOCs are discussed, the paper suggests an argumentation analysis using major policy reports as its source. Drawing on European and US contexts, the analysis attempts to locate different positions, rhethoric figures and methaphors which shape the way MOOCs are perceived and handled.
Social Learning
Internet-gestütztes soziales Lernen als neuer Trend - Auswirkungen auf die Zukunft des Lernens
Next Vision Partnertag 2012
Hannover
Volkmar Langer
6. September 2012
Lernen mit digitalen Technologien - Herausforderungen und ChancenRoy Franke
Präsentation am BarCamp "digitale Bildung" in Berlin 2015. Einblicke in die Umsetzung und erlebte Herausforderungen der Einführung von Tablets und digitalen Medien im Unterricht.
Axel Wolpert: Computergestütztes Lernen - Was geht heute? Ein Überblicklernet
Gehalten von Axel Wolpert (D-ELAN e.V.) auf der LERNET 2.0 E-Learning Roadshow am 25.03.2009 in Ludwigshafen.
Mehr zu E-Learning u. Wissensmanagement für den Mittelstand unter: http://www.lernetblog.de
Lassen Sie sich zum professionellen Grafiker in Photoshop ausbilden und entwickeln Sie eine Abschlussarbeit für einen echten Auftraggeber und unter fachkundiger Begleitung Ihres Dozenten.
Während der Ausbildung Photoshop lernen Sie alle, in der Praxis wichtigen Aspekte der Bildbearbeitung in Photoshop.
Mehr Infos gibt es unter der Präsentation.
Sollten Sie Fragen haben oder eine persönliche Beratung wünschen, dann nehmen Sie gerne telefonisch (0211 / 237 06 573) oder schriftlich (info@eduvision.de) Kontakt mit uns auf. Eduvision macht Wissen zum Werkzeug!
Axel Wolpert: E-Learning - Was geht heute? Ein Überblicklernet
Die verschiedenen Formen des digitalen Lernens. Gehalten von Axel Wolpert (D-ELAN) im Rahmen der LERNET 2.0-Roadshow am 12.02.2009 in Saarbrücken.
Mehr zur E-Learning Roadshow und zu E-Learning und Wissensmanagement für den Mittelstand unter: http://www.lernetblog.de
Axel Wolpert: E-Learning - Was geht heute? Ein Ueberblicklernet
Gehalten am 10.09.2009 auf der LERNET 2.0-Roadshow bei der IHK-Hannover
Mehr Informationen zu E-Learning und Wissensmanagement für den Mittelstand unter: http://www.lernetblog.de
Axel Wolpert: Computergestuetztes Lernen - Was geht heute? Ein Ueberblicklernet
Gehalten von Axel Wolpert (D-ELAN e.V.) auf der LERNET 2.0-Roadshow am 04.06.2009 in Osnabrück.
Mehr zu E-Learning und Wissensmanagement im Mittelstand unter: http://www.lernetblog.de
Axel Wolpert: Computergestütztes Lernen - Was geht heute? Ein Überblicklernet
Gehalten von Axel Wolpert (D-ELAN e.V.) auf der LERNET 2.0-Roadshow am 11.05.2009 in Chemnitz.
Mehr zu E-Learning und Wissensmanagement im Mittelstand unter: http://www.lernetblog.de
Silke Steinbach-Nordmann: Lernen Im Prozess der Arbeitlernet
Gehalten von Silke Steinbach-Nordmann (Fraunhofer IESE Kaiserslautern) auf der LERNET 2.0 E-Learning Roadshow am 25.03.2009 in Ludwigshafen.
Mehr zu E-Learning u. Wissensmanagement für den Mittelstand unter: http://www.lernetblog.de
Dr. Norbert Bromberger: Die Etablierung von e-Learning als fester Fortbildun...lernet
Gehalten von Dr. Norbert Bromberger (Qualitus GmbH) auf der LERNET 2.0-Roadshow am 29.04.2009 in Bonn.
Mehr zu E-Learning und Wissensmanagement im Mittelstand unter: http://www.lernetblog.de
"Lernen ist dann erfolgreich, wenn sich das Verhalten geändert hat"
Wie kann das erreicht werden, welche Ansätze ergeben sich bei den heutigen technischen Möglichkeiten? Lernen kann nicht mehr losgelöst von der Arbeitswelt gesehen werden, sondern wird immer mehr Teil der Arbeit. Konkrete Trainings müssen also mehr sein, als eine Präsenzveranstaltung mit praktischen Übungen. Hier wird bei der RWE Power AG mit "Global Blended Learning" ein Ansatz verfolgt, um Lernen sukzessive zum Arbeitsinhalt zu machen.
Blended Learning - 5 Tipps für eine erfolgreiche Blended-Learning-Strategie (...Pink University GmbH
Blended Learning erlebt derzeit einen neuen Höhenflug im Corporate Learning. Das Konzept des Blended Learning ist zwar schon alt. Aber erst mit der Durchsetzung E-Learnings und der Lernplattformen lassen sich Online-lernen und Präsenzlernen wirklich verknüpfen.
Wichtig für gelungene Blended Learning Szenarien ist es, sowohl die digitalen Lernmedien bzw, die E-Learnings neu zu konzipieren als auch die Präsenztrainings. E-Learnings dürfen in Blended Learning Szenarien nicht auf Klickmaschinen reduziert werden. Und Präsenztrainings werden von der räumlichen Präsenz entbunden. Dazu kommt, dass Trainer in Blended Learning Szenarien weit anspruchvollere Aufgaben übernehmen dürfen und müssen, als bloss Wissen zu vermitteln. Trainer sind in Blended Learning Konzepten viel mehr Lernbegleiter und Comunity Manager als Trainer. Sie helfen den Lernenden bei der Navigation durch komplexe Welten. Sie begleiten die lernenden während des Lernprozesses und unterstützen Reflexionsprozesse.
Pink University konzeptioniert die E-Learnings bereits so, dass sie blended learning tauglich sind. Jedes eLearning enthält entsprechende Transferaufgaben, die zur Reflexion der Verhaltensweisen anregen. Diese Reflexionen werden von den Trainern in den Präsenzphasen aufgenommen und weiter geführt. Gemeinsam mit Pawlik werden Trainerleitfäden entwickelt, mit denen die Trainer in die Lage versetzt werden, individuell und adäquat zu handeln.
Die vorliegenden Slides sind im Frühjahr 2019 entstanden. Nach dem großen Interesse an unserem Vortrag bei der Learntec 2019 in Karlsruhe, haben wir unseren Vortrag „5 Tipps für eine erfolgreiche Blended-Learning-Strategie“ in ausführlicherer Form als kostenloses Webinar angeboten.
Weitere Informationen zu unseren modular aufgebauten Blended Learning Programmen finden Sie auf unserer Homepage: www.pinkuniversity.de
Dr. Lutz Goertz: Computergestütztes Lernen. Was geht heute? Ein Überblicklernet
Die verschiedenen Formen des digitalen Lernens.
Gehalten von Dr. Lutz Goertz (MMB-Institut für Medien- und Kompetenzforschung) auf der LERNET 2.0-Roadshow am 29.04.2009 in Bonn.
Mehr zu E-Learning und Wissensmanagement im Mittelstand unter: http://www.lernetblog.de
- Onlinebasierte Fortbildungen für DAF-Lehrende zu Themen e-learning, digitale Medien und Internet im Unterricht
- Die Auswirkung solcher Fortbildungen auf den DAF-Unterricht mit Hilfe eines konkreten Beispiels - onlinebasierte Fortbildungskurse „Mulimedia-Führerschein DAF“ des Goethe Instituts
Semelhante a E-Learning: Ziele, Verfahren, Strategien, Trends (20)
Extend your playground: Mixed-Reality Games for LearningRoland Klemke
Education needs to face the challenges of a world changing at faster pace. It is no longer the case, that we need to educate enormous amounts of people for the very same job profiles. Instead, constant change, the ability to learn continuously flexibility, creativity are at the forefront of educational goals. Playing is one of the key principles allowing children to learn in safe environments. Games as structured forms of play transport playfulness into the adult world. With the advent of augmented reality and wearable technologies new forms of games appear, that take the context of the player into account and that enable players to transfer their games into their local environment. These new forms also enable new learning scenarios, which also require new pedagogical approaches to be covered. In this talk, several examples of mobile serious games and augmented reality are given.
The 't' in tel software development for tel research problems, pitfalls, and ...Roland Klemke
At the core of TEL research are artefacts of digital technology, their design, implementation, application, and evaluation. Usually, these artefacts aim to fulfil a specific educational purpose and need to satisfy a number of requirements with respect to functionality, usability, scalability, or interoperability.
Software engineering is the discipline that structures, organises, and documents all aspects of the software development process in manageable steps. It explains all relevant stakeholder roles involved in the process and defines process models to handle the complexity of the software development process.
In research oriented projects, software engineering goals and research goals often collide: Software engineering strives to provide a fully fledged system with a complete set of functionality and a broad coverage of use cases. Research aims for evaluating testable hypotheses based on specific aspects of a system. This leads to the problem that the complexity of the design steps, complexity of the derived/developed solution contradicts easy to measure results. Furthermore, project contexts and research contexts often collide, leading to the question how to develop technology that fulfills development needs and research needs.
The lecture looks at typical situations, which occur in technology-oriented research projects and tries to show approaches to handle the inherent complexity within these.
References
Tchounikine, P.: Computer Science and Educational Software Design. Springer Berlin Heidelberg, Berlin, Heidelberg (2011).
Goodyear, P., Retalis, S.: Technology-enhanced learning Design Patterns and Pattern Languages. Sense Publishers (2010).
Mor, Y., Winters, N.: Design approaches in technology-enhanced learning. Interact. Learn. Environ. 15, 61–75 (2007).
Bjork, S., Holopainen, J.: Patterns in Game Design (Game Development Series). Charles River Media (2004).
Calvo, R.A., Turani, A.: E - learning Frameworks = ( Design Patterns + Software Components ). In (Goodyear & Retalis, 2010).
Wang, F., Hannafin, M.J.: Design-Based Research and Technology-Enhanced Learning Environments. Source Educ. Technol. Res. Dev. 53, 5–23 (2005).
Kirkwood, A., Price, L.: Technology-enhanced learning and teaching in higher education: what is “enhanced” and how do we know? A critical literature review. Learn. Media Technol. 39, 6–36 (2014).
Ross, S.M., Morrison, G.R., Lowther, D.L.: Educational Technology Research Past and Present: Balancing Rigor and Relevance to Impact School Learning. Contemp. Educ. Technol. 1, 17–35 (2010).
The world as playground: Mobile Serious Games with Augmented RealityRoland Klemke
Keynote presentation at the Research & Innovation week at University of South Africa (UNISA) in Pretoria, given on 05.03.2015. Find more about the Research & Innovation week here: http://www.unisa.ac.za/default.asp?Cmd=ViewContent&ContentID=97482
The talk motivates mobile serious games and shows past, present, and expected developments. It does so by motivating expected and required changes in our educational systems.
Energy-efficient and safe driving using a situation-aware gamification approa...Roland Klemke
Presentation at the GALA Conference in Paris.
Safety and energy-efficiency is the main aim of every reasonable driver. But often there is too much relevant information a driver has to take into account and evaluate. A useful support can be provided by technology that can observe the driver’s situation, analyze it, and offer individualized information and services to the driver. Moreover, by means of gamification mechanisms drivers can receive valuable feedback and motivation to improve their behavior.
This paper presents such a situation-aware gamification approach in logistics, which has been elaborated in the LogiAssist project and enhanced in the TEGA game. A first user study indicated the general usefulness of this approach and revealed also several shortcomings. These results imply that this synergy of various technologies provides a promising opportunity for further investigation and development.
Keynote presentation at the eLearning conference in Belgrade, 26.-27. September. Presentation was prepared together with Marcus Specht and covers trends and developments in technology enhanced learning.
Transferring an educational board game to a multiuser mobile learning game to...Roland Klemke
We designed a multi-user board game about decision processes in a port environment in order to sensitize stakeholders in a value chain about their communicative behaviour. Five players in different roles play three levels of five rounds, taking decisions based on incomplete information. New levels give access to (limited) communication means to foster shared situational awareness. A game master controls rules and scores. The game’s goal is to balance several scores: individual scores and an overall performance score. Decisions taken affect scores either positively or negatively.
To simplify applicability and to provide more realistic situations, we created a computerized version using the ARLearn-platform for mobile games. ARLearn allows designing multi-user process-oriented games binding content, tasks, and interactive questions to game-logic dependencies. This allows players to be physically separated while playing together.
This document discusses using open 3D environments and existing street view technologies for educational game development at low cost. It proposes extending the StreetLearn platform to support architecture education through collaborative and competitive game mechanics. Students could embed 3D models in street view to collaborate on building designs and rate other teams' work. The concept was prototyped successfully and received positive feedback from architecture students. Further integration with technologies like Google Earth is suggested to better contextualize 3D models in real world locations.
Transferring an Outcome-Oriented Learning Architecture to an IT Learning Game Roland Klemke
This document discusses transferring an outcome-oriented learning architecture to an IT learning game called SpITKom. The goal is to teach IT knowledge to learners not traditionally reached through a game-based approach. Key points:
1) SpITKom uses the European Computer Driver License (ECDL) syllabus to define fine-grained learning outcomes and assess skills like using cells in a spreadsheet.
2) An outcome-oriented model focuses on defining and assessing outcomes over prescribing resources. SpITKom personalizes learning through simulations and assessment questions in gameplay.
3) The Open ICOPER Content Space (OICS) service-based architecture is transferred to support SpITKom. O
StreetLearn: Community-based immersive 3D-video Roland Klemke
1) The document proposes a concept called StreetLearn that uses Google Street View and the real world as a playground for interactive location-based educational games on mobile devices.
2) StreetLearn aims to provide immersive learning experiences with low modeling costs by leveraging existing Google Street View environments and APIs.
3) Benefits of StreetLearn include integration with the real world, easy use for teachers and students, and interoperability with published Google maps and open educational resources.
Authoring for Re-Use in Outcome-oriented Learning ScenariosRoland Klemke
This document discusses authoring content for reuse in outcome-oriented learning scenarios. It presents a standards-based prototype that allows for:
1) Collaborative collection and organization of multimedia assets into a media library using metadata.
2) Collaborative creation of learning units using an authoring tool that integrates content from the media library.
3) Preparation of content for reuse by publishing metadata to an open repository, allowing content to be searched and retrieved.
The prototype was evaluated positively but still has usability and functionality issues to address.
3. Aufmerksamkeitskurve Präsenztraining
Nach 10 Min hört ein
Drittel nicht mehr zu
Nach 25 Min
hören drei Viertel
nicht mehr zu
In diesem
Zeitfenster nichts
Wichtiges sagen!
AnteilaufmerksamerTeilnehmer
Dauer in Minuten Quelle: Red Magma 2008
12. Ziele: Nachhaltigkeit
„Mit E-Learning einen nachhaltigen Lerneffekt erzielen“
• Integration von Lern- und Arbeitsprozessen
– Unterstützung von Learning on the Job
– Wissen dort vermitteln, wo es benötigt wird
• Angebot von Nachhaltigkeitselementen (Kommunikation,
Nachschlagewerk)
– Auffrischen von Lerninhalten
– Vorbereiten von neuen Lernphasen
13. Beispiel Softwaretraining Technologiekonzern
• Ziel: Einsatz SAP
verbessern
• Zielgruppe: SAP-Nutzer,
Konzernweit
• Themen: Konzernlösung
SAP
• Verfahren: in SAP integrierte
Schulungs- und
Dokumentationslösung
– automatisierte Erstellung
von SAP- Dokumentationen
und Hilfe-Dokumenten
– Einbindung der Hilfe-
Dokumente in das SAP-
System auf
Quelle: Humance AG 2008
14. Ziele: Kontrolle
„Mit E-Learning Bildungsstand und –fortschritt erfassen“
• Wer hat welche Fortbildung gemacht?
• Mit welchem Erfolg?
• Wer hat welche Fähigkeit?
• Wer hat welches Potential?
• Aber:
– Betriebsrat?
– Datenschutz?
15. Beispiel Händlerschulung Automobilkonzern
• Ziel: Einführung Händler-
System mit Abdeckung aller
Händler
• Zielgruppe: Vertragshändler
• Themen: Händler System
• Verfahren:
– E-Learning Inhalt mit
Anbindung an
Zertifizierungssystem
– Konzernzentrale kann
Schulungserfolg
nachvollziehen
Quelle: ILT Solutions GmbH 2007
20. Historie: E-Learning
Individuell – Sozial – Personalisiert
Computer-
based
Training
Web-
based
Training
User-generated Content
Social Networks
Personal
Learning
Environment
Learning
Management
Systeme
Virtual
Learning
Environment
21. Simulation von Therapievorgängen
unter „realistischen“ Bedingungen
Grundlage: echte Falldaten aus der
HIV-Therapie und HIV-
Simulationsalgorithmen aus der
medizinischen Forschung
Ärzte bekommen Falldaten und
aktuelle Situationen präsentiert und
müssen komplexe
Therapieentscheidungen treffen
Ein komplexes Regelwerk simuliert
den Therapieverlauf und stellt eine
Folgesituation dar (z.B.
Nebenwirkungen, Resistenzen,
Viruslast)
Über verschiedene
Analysewerkzeuge kann der Arzt
Labormessungen zur Diagnose
durchführen
Beispiel Therapiesimulation
Interaktiv, Personalisiert, Komplex
Quelle: sector5 New Media GmbH 2008
26. Blended Learning
- Vorbereitung -
Vorbereitung Selbstlernabschnitt Präsenzschulung
Betreuung und Aufgaben per Telefon,
E-Mail, Forum, Virtual Classroom
27. Blended Learning
- Nachbereitung -
Präsenzschulung Vorbereitung Selbstlernabschnitt
Betreuung und Aufgaben per Telefon,
E-Mail, Forum, Virtual Classroom
28. Blended Learning
- Praxisphase -
Präsenzschulung
Vorbe-
reitung
Praxis am Arbeitplatz
Betreuung und Aufgaben per
Telefon, E-Mail, Forum,
Virtual Classroom
Präsenzschulung
29. Blended Learning
- Lernen am Arbeitsplatz -
Vorbereitung Selbstlernabschnitt
Betreuung und Aufgaben per Telefon,
E-Mail, Forum, Virtual Classroom
Virtuelles
Zwischen-
treffen
Betreuter
Transferabschnitt
30. Blended Learning
- Begleitung/Integration -
Vorbe-
reitung
Betreuung und Aufgaben per Telefon,
E-Mail, Forum, Virtual Classroom
Transfer in die Praxis
Virtuelles
Abschluss-
treffen
Virtueller
Kick-off
Nachbetreuung
am Arbeitsplatz
vorbereitender Selbstlern-
abschnitt
Präsenzschulung
31. Kombination aus Präsenzschulung und
E-Learning
Gruppenräume werden mit interaktiver
Gruppensoftware ausgestattet
Teilnehmende Ärzte lernen in Gruppen
und lösen Aufgaben
Ein Moderator kann Gruppenergebnisse
interaktiv einsammeln und zur Diskussion
stellen
Interaktive Diskussionsmaterialien
verstärken den Lerneffekt
Projektbeispiel Blended Learning
Ärztefortbildung für HIV-Therapie
Quelle: sector5 New Media GmbH 2007
33. Strategie
Quelle: Assen & Van de Pol (2008)
Ad hoc
Training
Spontaner
Bedarf
Learning
Management
Kosten &
Transparenz
Kompetenz-
Management
Qualität & Bedarf
Unternehmens-
Akademie
Strategische
Personal-
entwicklung
Lernende
Organisation
Nachhaltige
Organisations-
entwicklung
43. Trends
• Personalisierung
– Personal Learning Environments
– Mobile Learning
• Soziale Netzwerke
– Social Media Integration
• Open Educational Resources
44. Personal Learning Environments
• Menschenbild: eigenmotivierter Lerner
• Abkehr von institutionellen Lernprozessen
• Der Lerner steht im Mittelpunkt und in der Verantwortung
• Rolle der Institution: Befähiger, Ermöglicher
• Institutionen schaffen Rahmenbedingungen, in denen Lernende
sich selbst entwickeln können
53. Fazit
• Outcome-orientierung (Kompetenzen) öffnet die Tür zu
– Personalisierung und Individualisierung (Welche Lernergebisse
benötige ich? Wie erreiche ich am Besten diese Ergebisse?)
– Offenen Bildungsressourcen (Wo bekomme ich Ressourcen zu
diesen Fähigkeiten und Ergebnissen?)
– Mobilem Lernen (Wie kann ich Lernergebnisse in mobilen
Situationen erzielen?)
– Standardisierung und Flexibilisierung
• Der Lerner steht im Mittelpunkt
54. Gruppenarbeit: Outcome-oriented Learning
Rollout-Plan
Ergebnismessung definieren
E-Learning Spezifikationen bestimmen
Change Management
Trainingsabteilung
IT (Technologie, Zusammenarbeit,
Randbedingungen)
Unterstützung Top-Management
Unternehmensziele <-> E-Learning-
Ziele • Wie ist die derzeitige E-
Learning-Strategie?
• Wie wirkt sich die Outcome-
oriented Learning auf die E-
Learning Strategie Ihres
Unternehmens aus?
• Für welche Bereiche eignet
sich Outcome-oriented
Learning?
• Wo ist der Mehrwert am
höchsten?
55. Vielen Dank!
Dr. Roland Klemke
Center of Learning Sciences and Technology
Open Universiteit Nederland
Roland.Klemke@ou.nl