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Reposting from “Fresh Ideas in Public Safety” Blog by Darren McQueen on April 23, 2012.

Wireless data is exploding around every corner.  So what does this mean for public safety agencies? Data is becoming just as critical as voice to doing the job of protecting lives and property. [more]


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ITIL has always emphasized the need for clearly defined roles.  While previous versions have flip-flopped a bit between Process Owners and Process Managers, the newest 2011 version recommends both roles and differentiates between accountable “owners” and responsible “managers”.   ITIL 2011 also speaks to the role of Service Owner, an individual who is accountable for and represents the the end-to-end service.   Within each process, there may also be roles that are designed to carry out certain process activities. [more]


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In order to create a successful foundation for our implementations of ITSM and ITIL® we can take lessons from the study of languages. The foundation of the service management best practices is a language that needs to be understood, mastered and used, just like you would learn a foreign or native tongue.

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Answer Exchange : ITIL

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Dr. Michael Hammer and his co-author James Champy wrote the groundbreaking work Re-Engineering the Corporation. Dr. Hammer has long championed the concepts of using processes to accomplish work outputs and outcomes. Dr. Hammer spoke of three categories of work (or process output). Because a service can be defined as "work done for others," we can equate the types of work described by Hammer with the categories of services described by ITIL. The three categories of work according to Hammer are: [more]

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Answer Exchange : ITIL

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Reposting from "Fresh Ideas in Public Safety" Blog by Bill Mertka on Feb 3, 2012.    

NG9-1-1 will bring an amazing range of new services to PSAPs. Callers will be able to ask for help using texts and emails, in addition to voice. They'll even be able to send in photos and video, making it much easier for PSAP staff to evaluate what's going on and what help needs to be dispatched. [more]


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Reposting from "Fresh Ideas in Public Safety" Blog by Karen Tandy on Feb 22, 2012.

For years, public safety agencies, government officials and communications industry leaders including Motorola Solutions have called for allocating a portion of the 700 MHz spectrum, known as the D Block, for use by police and fire departments and other first responders.  
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