Author Archive: Wolf Holzmann

Backdoors

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Fact or fiction

Below is what AI has to say about built in back doors:

While it is not accurate to say that most software has backdoors built into them, there are numerous instances where backdoors have been discovered or intentionally included in software and hardware systems. Backdoors can be defined as mechanisms that allow bypassing normal authentication or encryption to gain access to a closed system. These can be created intentionally by developers, inserted by malicious actors, or result from poor coding practices.

Some notable examples include:

  • Microsoft: Has included backdoors in its disk encryption, allowing for remote data extraction.
  • Apple: Has the capability to remotely extract some data from iPhones for state purposes, although this has reportedly improved with iOS 8.2
  • BMW: Implements a backdoor in car software to enable or disable features like heated seats, even in used cars.
  • Xiaomi: Some of its phones contain a backdoor that can activate political censorship features.
  • Tesla: Sells software features that require a backdoor for activation, which is considered unjust.
  • Adobe: Has licensed its Flash Player to a Chinese company that bundles it with spyware and a backdoor.
  • Samsung: Has included a backdoor in some of its TVs that allows for remote bricking.
  • Wavelink and JetStream Routers: Have universal backdoors that allow unauthenticated users to control the routers and connected devices.
  • Kindle: Contains a universal back door, in addition to its book eraser feature.
  • Kia Cars: Were built with a backdoor that allowed the company to locate and control the cars, which was later exploited by a security flaw.

Tech companies and privacy advocates have been resistant to adding backdoors due to concerns about user privacy and the potential for these backdoors to be exploited by malicious actors. The inclusion of backdoors can weaken the security of devices and software, making them more vulnerable to attacks.

In summary, while backdoors are a significant concern in the tech industry, it is not accurate to generalize that most software includes them. However, the presence of backdoors in various systems highlights the ongoing debate and challenges surrounding software security and privacy.

End AI report:

So my question has to be with so many known instances, what make you or I think that the rest of the software does not have backdoors that have not yet been discovered?

So a specific follow up question to the AI: Tell me more about the encryption backdoor created by the 3 letter agency

The history of encryption backdoors and their impact, particularly involving three-letter agencies like the NSA, spans several decades and has significant implications for both national security and individual privacy.

Early 1990s: Clipper Chip

  • Clipper Chip: In the early 1990s, the National Security Agency (NSA) attempted to introduce the Clipper chip, a chipset designed to provide a backdoor for law enforcement to access encrypted communications. The chip was met with strong opposition from technologists and civil liberties advocates due to concerns over privacy and security. Despite efforts to promote its adoption, the Clipper chip was ultimately abandoned by 1996 due to its technical flaws and widespread criticism.23

2000s: NSA’s Bullrun Program

  • Bullrun Program: Following the Clipper chip, the NSA initiated a secret program called Bullrun to crack encryption standards. This program involved creating backdoors by compromising the software used to generate random numbers in encryption algorithms and gaining access to encrypted communications through hacking. The New York Times revealed in 2013 that by 2006, the NSA had gained access to the communications of several foreign entities, including airlines, travel reservation systems, and government departments.23

2013: Snowden Leaks

  • Snowden Leaks: In 2013, Edward Snowden leaked documents that exposed the extent of the NSA’s surveillance activities, including the use of backdoors. One significant revelation was the NSA’s influence on the Dual EC DRBG random number generator, which contained a backdoor allowing the NSA to break encryption. This backdoor was known to be insecure and slow, yet RSA Security continued to use it until 2013, leading to a loss of credibility and customers.34

2014-2015: Stronger Encryption and Law Enforcement Backlash

  • Apple and Google: In response to the Snowden revelations, Apple and Google strengthened their encryption in 2014, making it so that they could not bypass it even with a warrant. This move was met with strong condemnation from law enforcement officials, including FBI Director James Comey, who argued that end-to-end encryption hinders law enforcement’s ability to collect electronic evidence.235

2016: San Bernardino Case

  • San Bernardino Shooting: The FBI’s attempt to force Apple to unlock the iPhone of Syed Farook, one of the shooters in the San Bernardino attack, brought the encryption debate to the forefront. The FBI sought to compel Apple to create a custom version of its operating system to bypass security features, which Apple refused, citing privacy and security concerns.26

2020-2025: Ongoing Debates and Legislation

  • EARN IT Act: In 2020, the EARN IT Act was introduced, which aimed to create a commission to develop “best practice” guidelines for technology providers to follow in order to maintain immunity from liability for child sexual abuse material. This act has been criticized for potentially undermining encryption.3
  • French Rejection: In March 2025, the French National Assembly rejected a proposal that would have forced messaging platforms to allow hidden access to private conversations, marking a significant victory for digital rights and privacy.3

Impact

  • Cybersecurity Risks: Encryption backdoors create significant cybersecurity risks. They can be exploited by malicious actors, leading to an increase in cybercrimes and the creation of a black market for exploits.56
  • Trust and Business Impact: The revelation of backdoors has damaged trust in U.S. technology companies, leading to a loss of business and a reluctance among international customers to use American tech products.46
  • Privacy Concerns: Backdoors undermine the privacy of individuals, leaving them exposed to surveillance by governments and malicious actors. This has far-reaching implications for personal and national security.56

The ongoing debate over encryption backdoors highlights the tension between national security and individual privacy, with significant implications for both the public and the tech industry.

Absolute Home & Office: Provides security solutions that both locate and recover lost or stolen devices, including PCs, Macs, iPhones, iPads, and Android devices. Their patented Persistence technology can survive a factory reset or hard wipe, and they have an Investigations Team with over 45,000 devices recovered in 120+ countries

Absolute Home & Office is a comprehensive security solution designed to protect your devices and data. Here are the key features and services it offers:

  • Device Tracking and Recovery: Absolute Home & Office can help you locate your lost or stolen device using a combination of GPS, Wi-Fi, and IP geolocation technology. The service claims to recover 3 out of 4 reported stolen devices on average.
  • Remote Lock and Wipe: The LOCK feature allows you to remotely freeze your device at the touch of a button. Additionally, you can remotely and permanently delete sensitive files and personal information from your device to protect against identity theft.
  • Persistent Security: Built into the BIOS or firmware during the manufacturing process, Absolute Home & Office provides a security solution that can withstand a factory reset, installation of a new OS, or even a complete hard drive replacement.
  • Investigations Team: Absolute Home & Office has a dedicated Investigations Team that works with law enforcement agencies to locate and recover your stolen device. They provide support and coordination to help you get your device back.
  • Guaranteed Recovery: With the Premium license, if Absolute Home & Office is unable to recover your stolen device within 60 days, they will pay up to $1,000 for a replacement.
  • Compatibility: The software is pre-installed in some devices from manufacturers like Acer, Asus, Fujitsu, Panasonic, Toshiba, Dell, HP, and Lenovo. For Apple devices, it can be installed on the hard drive, but it will not be as persistent if the hard drive is replaced or reformatted.
  • Customer Support: Absolute Home & Office offers customer support through their website, including a contact form, telephone support, and a theft reporting process. They also provide detailed installation and usage instructions.

These features make Absolute Home & Office a robust solution for protecting your devices and data, providing peace of mind in case of loss or theft.

As can be seen from the above “Absolute Home & Security” is build into most motherboards, so what prevents this code being used against the legal owner? This is a question that you have to answer.

And Finally, the cherry on top:

Key Vulnerabilities in Hard Disk Firmware

  1. Pre-installed Backdoors:
    • Issue: Some hard disk drives come with pre-installed backdoors that can be exploited to gain unauthorized access.
    • Example: Kaspersky Lab discovered that the Equation Group (believed to be linked to the NSA) had developed methods to hide malware in the firmware of hard drives from multiple manufacturers[1].
  2. Unauthenticated Firmware Updates:
    • Issue: Many hard disk drives allow firmware updates without proper authentication, making it possible for attackers to install malicious firmware.
    • Example: Samsung SSDs were found to have a vulnerability that allowed unauthenticated firmware updates, which could be exploited to install malicious code[2].
  3. Self-Encrypting Drives (SEDs):
    • Issue: Vulnerabilities in key management can allow attackers to bypass encryption and access data.
    • Example: Researchers discovered that several SEDs from major manufacturers had vulnerabilities in their key management processes, allowing attackers to bypass encryption and access data[3].
  4. Firmware Rootkits:
    • Issue: Firmware rootkits can persist even after reformatting and OS reinstallation, making them particularly dangerous.
    • Example: The Stuxnet worm included a component that infected the firmware of industrial control systems, allowing it to persist and spread[4].

The malware or backdoor was found on drives from multiple manufacturers including Western Digital, Hitachi, Seagate, Samsung, Toshiba, and IBM

The joys of Open source

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Open source use should come with oversight of the risks

Open-source software is widely used in business, but companies often lack visibility into their use of it, as was evident with a recent Log4j vulnerability. Experts recommend better management practices, including using software bills of materials and evaluating the health of open-source projects.

Full Story: IT Pro (3/26) 

Open Source, has always been a point of contention when looking at the security aspect of software. In a commercial program/software the company has to know who it is employing and do security checks to ensure the safety of the software, however in a opensource package, we have no clue who the players are and if security checks are performed on any of the contributors.

It has been known that backdoors have been programmed into some of the open source software that is freely available, that has remained undetected for years.

Vulnerable Medical devices

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Report: 99% of hospitals have vulnerable medical devices

Ninety-nine percent of 351 health systems in a study had internet-connected medical devices that were vulnerable to publicly available exploits, and 20% of hospital information systems had known vulnerabilities linked to ransomware exploitation, according to Claroty. The report recommends prioritizing security of devices with known exploited vulnerabilities that are directly connected to the internet or can be accessed remotely through a non-enterprise-grade method.

Full Story: Security Week (3/28) 

InfoPath

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Microsoft InfoPath is now obsolte and Power Apps is the recomended Replacement.

Microsoft InfoPath a forms generator for SharePoint or desktop is being phased out and has been replaced by other Microsoft products such as SharePoint Lists, Flow, and PowerApps.

PowerApps, in particular, is highlighted as a superior replacement due to its ability to build new business applications quickly and efficiently. Microsoft announced the discontinuation of InfoPath on January 31, 2014, and PowerApps was introduced as the replacement in late 2016.

Power Apps is a suite of tools within the Microsoft Power Platform designed to help users create custom business applications without extensive coding knowledge. It includes services, connectors, and a data platform that enables rapid development of applications tailored to specific business needs.

Users can build various types of apps, such as canvas apps, model-driven apps, and cards, using Power Apps Studio, which provides a user-friendly interface similar to building a slide deck in Microsoft PowerPoint. These apps can be accessed from any device, including mobile phones and tablets, and can run offline, syncing data when a connection is re-established.

Power Apps integrates with other Microsoft services like Azure, Dynamics 365, and Teams, as well as third-party applications, allowing for seamless data connectivity and automation. It also supports custom code development and provides a low-code programming language called Power Fx, which can be used across the Power Platform.

Power Apps Studio supports a wide range of controls, including forms, buttons, date pickers, text inputs, rectangles, text boxes, and vertical galleries, among others. These controls help you create interactive and functional apps tailored to your business needs.

For those experiencing performance issues with Power Apps Studio, switching to Microsoft Edge as your browser is highly recommended, as it can significantly improve the performance and reduce lag.

Microsoft PowerApps Studio Desktop was deprecated in favor of the web studio experience. The web studio offers a more up-to-date and feature-rich environment for creating canvas apps, surpassing the capabilities of the desktop app in both features and performance. As of June 1, 2018 the desktop app’s authoring experience was deprecated.

Power Apps basic Tutorial

Quantum Computing

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Why IT pros need to prep for the quantum computing era

Quantum computing can offer unprecedented processing power but also break existing encryption methods. This development means there’s an urgency for data security professionals to prepare well in advance, since it’s predicted that the quantum computing market may reach $50 billion by the end of the decade.

Full Story: Forbes (tiered subscription model) (3/21) 

New quantum computer computers are starting to flood the market, and I do believe that we may see these chips in mobile devices rolling out this year, and these devices will be able to connect to the Quantum Financial System (QFS). The new XPR network on the blockchain for everyone.

The new world is closer than you can imagine.

Excel Enhancements

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Copilot + Excel = Your Data Superpower

Copilot in Excel simplifies data analysis by enabling you to search for and import data from Word, PowerPoint, PDF documents, or other Excel files into your spreadsheets. Save time and gain insights with this powerful tool.

Search and import data with Copilot in Excel

Data analysis is a critical yet challenging task for many business professionals, as creating and preparing data, then gaining insights from it and conducting advanced analyses, can be time-consuming and complex.

Copilot in Excel can help! We’re thrilled to announce that Copilot in Excel can now reference Word, Excel, PowerPoint, and PDF files, making the entire data collection and analysis process faster, simpler, and more intuitive.

This new capability works for gathering information such as:

  • Web content: You can seamlessly search the web directly within Copilot in Excel to find public information like dates, statistics, and more without disrupting your workflow. For instance, you can look up a list of countries and their exchange rates, and easily paste these results into a table. 
  • Internal content: For example, you can ask Copilot in Excel to list the announcements from a newsletter drafted in Word, and Copilot will respond with a list that you can insert into a new spreadsheet. 
  • Organizational information: You can ask Copilot for all the employees who report to a specific manager and insert this list into a spreadsheet. 
  • Data from another Excel file: One of our top user requests is to import data from another Excel file. This is possible with Power Query, but doing so takes time and knowledge – not to mention, searching for the right file can be frustrating. Now you can ask Copilot for help finding and importing a table from an Excel file using everyday language. For example, say you want to add budget details from another Excel spreadsheet to your sales team table: You can describe the data that you need, and Copilot will help you import it. Because this import is powered by Power Query, it brings precise data directly from your organization’s data sources as a refreshable connection. As data is updated in the budget file, it also updates in your sales team table.

How it works

  1. On the Home tab in Excel, select Copilot. 
  2. Ask Copilot a question about the data you are looking for. 
  3. Ask follow-up questions to Copilot’s responses until you’re happy with the results!

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NOTE: For results that are from external data, make sure you see reference(s) at the end of the response.

Scenarios to try  

Try prompting Copilot in Excel with:

  • “Search the web for an itinerary for a month-long trip to Europe in a table format.” 
  • “Search the web for a list of 15 intermediate-level vocabulary words in Spanish and their translations.”
  • “Show me next week’s meetings and to-do items in a table.”
  • “List yesterday’s emails in a table, with sender, subject line, and importance.” 

Known limitations

  • Importing refreshable data is only supported for Excel files with tables, stored on your SharePoint or OneDrive. 
  • Addressing workbook data and asking for external data simultaneously is not fully supported yet.

Requirements

To use this feature, you must have: 

If Copilot responds that it can’t access your organizational data, verify if Restricted SharePoint Search is turned on (for Enterprise search).

New Paint in Windows

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Paint now makes it easier to create

Paint now comes with new AI-powered tools to help you edit images like a pro and create art like a visionary. Included in the latest version of Windows 11, Paint is your new creative partner.

Paint Features now available:

This is a huge update from the previous versions that was difficult to remove backgrounds, but working with layers was never possible. I am eager to try it and see how it works.

Windows 11 Insider Preview

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New features gradually being rolled out to the Beta Channel with toggle on*

Making sharing files in Windows easier

Sharing files in Windows is getting a lot easier and quicker with our new drag tray feature. When you start dragging a local file with mouse (or touch) from File Explorer or your desktop, a handy tray appears at the very top of your screen allowing you to drop the file into one of the displayed apps or choose “More…”  to open the Windows share window.

Changes and Improvements gradually being rolled out to the Beta Channel with toggle on*

[Start menu] 2 Versions

Microsoft is introducing two new views to the “All” page in the Start menu: grid and category view. Grid and list view shows your apps in alphabetical order and category view groups all your apps into categories, ordered by usage. This change is gradually rolling out so you may not see it right away. We plan to begin rolling this out to Windows Insiders who are receiving updates based on Windows 11, version 24H2 in the Dev and Beta Channels soon.

WordPress anchors

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Creating anchor links on a WordPress Page

The process takes 2 steps

  1. creating the place holder or anchor point
  2. inserting the link on the page

The first step is to select the section you want your readers to arrive at when they click the page jump. To do this, we can create what is known as an “anchor” on the block you want to jump to.

  1. Click on the block you want to add the anchor to. Many common blocks support anchors, including Paragraph, Heading, Image, Columns, and Buttons.
  2. View the block’s settings in the right sidebar. If you do not see the sidebar on the right, click the Settings icon in the top right corner to bring up the settings. This icon looks like a square with two uneven columns:
The Settings icon at the top of the WordPress Editor highlighted.
The settings icon in the top right corner
  1. At the bottom of the block settings, click on Advanced.
  2. Type a word in the HTML Anchor box. This will become your anchor. Be sure to use a unique word that isn’t already being used as an anchor somewhere else on the page. If you want to use more than one word, it will automatically insert a hyphen (-) between the words, like this: two-words:
Adding two hyphenated words in the HTML Anchor section to create a page jump.

Next, we’re going to create the page jump link itself. Your visitors will click on this to arrive at the section you created in step 1.

  1. Type some text, or add an image, button, or navigation menu item for your readers to click.
  2. Select the text/image/button/menu item and click the link option in the block’s toolbar. The link option is an icon that looks like the actual link of a chain, as highlighted here:
  3. Type in the HTML Anchor you created in Step 1, starting with the hashtag (#) symbol. For example, if you created an anchor named create-a-page-jump you would type your link as #create-a-page-jump
  4. Click Save/Update/Publish in the upper right corner of the editor to save your changes.

That’s it! You can now test your link on the public page to make sure the link you created in Step 2 leads you to the anchor you created in Step 1. Note that the page jump links will not work when you preview a page or post, so test on the published version.

Page Jumps in a Navigation Menu

You can create page jumps from your navigation menu that link to a specific part of a page. This is common for sites that have a long scrolling homepage. Page jumps make it easier for visitors to view the section of the homepage they want.

  1. The first step is to create an anchor as the spot to jump to.
  2. In your menu, add a new item that’s a Custom Link.
  3. In the Text field, write whatever you would like the menu item to be called. This will not affect the page jump.
  4. In the URL field, write your anchor with a hashtag (#) symbol in front of it as described above.
How to add a page jump to the navigation menu using the Custom Link option.
Adding a Page Jump in the menu

Keep in mind that a page jump like #my-anchor will only work on the same page that the anchor is on. If you wish to jump to a section of a different page, see the next section of this guide.

Jump to a Different Page

Page jumps don’t have to be used only for linking to sections within the same page. You can use a page jump to link from one page to a specific area on another page.

The difference is that instead of linking just to the anchor, like how we wrote our link as #create-a-page-jump in step 2 above, we would link to the full page URL plus the anchor.

For example, if your page has the following URL:

https://yourgroovydomain.com/example

and you create an anchor called unique-identifier on that page, then the full jump link would be:

https://yourgroovydomain.com/example/#unique-identifier

To create a jump link back to the top of the page:

  1. Add an anchor to a block at the beginning of your page.
  2. Lower down on your page, type some text like “back to top” or “jump to the beginning”.
  3. Link that text to your anchor.

ITIL Case study

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Case study | Panasonic’s Strategic Adoption of the ITIL 4 Framework

Panasonic has been a leader in manufacturing excellence for decades. But as the digital era reshapes industries, Panasonic Connect is driving a bold shift—moving from product-focused operations to service-driven solutions.   Dive into our case study to discover how ITIL 4 has empowered Panasonic to redefine its approach to service management.

  1. Introduction
  2. Challenges
  3. Solution
  4. Results
  5. Next Steps

1. Introduction

For nearly a century, Panasonic has been synonymous with manufacturing excellence, pioneering technologies and products that have defined generations. However, the growth of service-oriented digital enterprises has necessitated a bold shift from its traditional manufacturing roots.

This initiative has been led by Panasonic Connect, which plays a central role in the growth of the Panasonic Group’s B2B solutions business and provides new value to its customers by working with them on the ground, facing their challenges alongside them. Panasonic partnered with HP Japan to offer flexible ITIL 4 modular training sessions through HPE Education Services.

When Panasonic Connect’s CEO announced a policy of shifting from manufacturing goods to providing services, the organization was operating a well-established manufacturing system, based on a waterfall-type, development-centered and vertically-divided organization with an emphasis on quality.

As the company shifted from “Monozukuri” (making goods) to “Kotozukuri” (providing services), there were many discussions about what needed to change in both the quality department and the management system to promote a service-focused business.

Company executives had commented that while other companies were solidifying their recurring business models, Panasonic was still maintaining the image of a 20th century manufacturer. They acknowledged that creating and selling goods is completely different from understanding customers’ management issues and proposing service solutions. This requires the ability to organize services but – at the time – Panasonic did not have significant experience with the delivery of recurring services.

Consequently, the company saw the need to make changes at both the management level and the “genba” (the frontline of operation).

This case study explores Panasonic’s strategic adoption of the ITIL 4 framework, highlighting the company’s innovative leap forward in aligning with contemporary service management best practices.

2. Challenges

PANASONIC FACED A MULTITUDE OF CHALLENGES IN ITS TRANSFORMATIVE JOURNEY:

CULTURAL SHIFT

Transitioning from a globally-renowned and well-established manufacturing mindset to a service and digital-focused culture required a change in processes and a significant shift in organizational thinking.
This involved seeing differences in business models, job and quota allocation between selling and servicing, monetization and the need for agile development in a high-velocity environment. It became important to embrace a variety of knowledge and best practices to promote the service business.

KNOWLEDGE GAPS:

Despite its global presence, Panasonic recognized the need for a uniform understanding of service management. There was a crucial requirement to educate its workforce in ITIL 4 concepts across various geographies.

STRATEGIC IMPLEMENTATION

Integrating ITIL 4 into the existing Panasonic business model posed significant challenges, requiring a strategic approach to align the new framework with the company’s legacy systems and processes.
This required organizations and employees with knowledge of ITIL best practice and an understanding of IT services, along with the ability to expand the use of high-velocity development mechanisms, infrastructure, and modern tools to design digital services.

“The ITIL framework sets a common goal between individuals, teams and the organization. It has been very meaningful for us to learn about the service value system in order to create value together.”

Masao Sekimoto – Compliance, CTO strategic planning, Technology Strategies – Panasonic Connect

3. Solution

IN RESPONSE TO THESE CHALLENGES, PANASONIC UNDERTOOK A MULTI-FACETED APPROACH:

OBTAINING EXECUTIVE BUY-IN

The initiative began with gaining robust support from top-tier management, securing the necessary leadership endorsement to drive change.
This included explaining to management the need for people who understand ITIL and service management practices. As a result, the CEO supported ITIL learning as part of continued employee development.

EMPLOYEE EDUCATION

Panasonic initiated training in ITIL 4 Foundation certification for its workforce, fostering a common language and a foundational understanding of service management practices.

COMMUNICATION STRATEGY

To ensure the ITIL 4 message resonated throughout the company, Panasonic developed a comprehensive communication plan. This included information cascades from senior leadership through the ranks, ensuring all employees understood the value and purpose of the change.
For instance, using examples of service configuration and processes from other industries, such as banking, fostered discussions about how ITIL is a driver of service stability and value. This ensured that more people joined the circle of knowledge, generated interest in ITIL and started independent conversations about the framework.

MODULAR TRAINING

Panasonic partnered with HPE Education Services – Japan to offer flexible ITIL 4 training sessions. These were customized to cater to individual needs and schedules, ensuring maximum accessibility and uptake.

4. Results

CULTURAL CHANGE

Panasonic employees embracing continuous improvement and service management philosophies indicates a shifting organizational mindset. This means the company is both getting closer to customers and focusing on speed more than ever before.

In addition, there is now more agility in product development, therefore moving to market more quickly. Meanwhile, ITIL processes are creating greater agility in incident management. Customers are seeing a difference in delivery speed and Panasonic employees recognize the value in making these improvements.

ITIL 4 FOUNDATION UPTAKE

A notable milestone was reached with 2,000 employees obtaining their ITIL 4 certification, indicating successful initial adoption among the workforce.

ITIL 4 ADVANCED MODULES UPTAKE

The introduction of more advanced ITIL 4 courses in Japanese is anticipated to deepen the understanding and implementation of the framework.

 As of now, 10 employees have attained the ITIL 4 Managing Professional designation and numerous others have completed advanced ITIL courses:

  • ITIL 4 Specialist: Create, Deliver and Support
  • ITIL 4 Strategist: Direct, Plan and Improve
  • ITIL 4 Specialist: Drive Stakeholder Value
  • ITIL 4 Specialist: High-velocity IT
  • ITIL 4 Leader: Digital and IT Strategy
  • ENGAGEMENT INDICATORS

Active participation in ITIL 4-dedicated channels on Microsoft Teams demonstrated a growing engagement and interest in service management concepts.

EMPLOYEE FEEDBACK

The training program was well-received, shown by a high Net Promoter Score of plus 15, with 40% of Panasonic respondents expressing strong support for the ITIL courses. Except for in-house training on management philosophy, the support rate for ITIL 4 training is among the highest at Panasonic.

CULTURAL CHANGE

Panasonic employees embracing continuous improvement and service management philosophies indicates a shifting organizational mindset. This means the company is both getting closer to customers and focusing on speed more than ever before.

In addition, there is now more agility in product development, therefore moving to market more quickly. Meanwhile, ITIL processes are creating greater agility in incident management. Customers are seeing a difference in delivery speed and Panasonic employees recognize the value in making these improvements.

ITIL 4 FOUNDATION UPTAKE

A notable milestone was reached with 2,000 employees obtaining their ITIL 4 certification, indicating successful initial adoption among the workforce.

ITIL 4 ADVANCED MODULES UPTAKE

The introduction of more advanced ITIL 4 courses in Japanese is anticipated to deepen the understanding and implementation of the framework.

 As of now, 10 employees have attained the ITIL 4 Managing Professional designation and numerous others have completed advanced ITIL courses:

  • ITIL 4 Specialist: Create, Deliver and Support
  • ITIL 4 Strategist: Direct, Plan and Improve
  • ITIL 4 Specialist: Drive Stakeholder Value
  • ITIL 4 Specialist: High-velocity IT
  • ITIL 4 Leader: Digital and IT Strategy
  • ENGAGEMENT INDICATORS

Active participation in ITIL 4-dedicated channels on Microsoft Teams demonstrated a growing engagement and interest in service management concepts.

EMPLOYEE FEEDBACK

The training program was well-received, shown by a high Net Promoter Score of plus 15, with 40% of Panasonic respondents expressing strong support for the ITIL courses. Except for in-house training on management philosophy, the support rate for ITIL 4 training is among the highest at Panasonic.

5. Next Steps

SCALING EDUCATION:

Panasonic plans to increase the number of ITIL 4 Foundation-certified employees, with a focus on managerial staff to reinforce service management practices at the leadership level.

INTEGRATION OF PRACTICES:

Panasonic aims to align ITIL 4 practices more closely with its business operations, ensuring that value creation is consistently informed by service management best practices.

CONTINUOUS IMPROVEMENT:

Regular reviews of the adoption process are undertaken, allowing Panasonic to refine its approach based on feedback and performance insights.

Panasonic’s ITIL 4 adoption narrative is more than a step towards transformation. It is a testament to its commitment to remaining at the forefront of business innovation. One current example is an entry and exit system that uses facial recognition technology.

By embracing ITIL 4, Panasonic is not just adapting to the modern service economy but is actively shaping it, ensuring the company’s longevity and relevance in the rapidly-evolving global marketplace.

“We need to continue to create and provide value together with our customers. And where – in the past – there was pressure not to fail, I think that there is now psychological safety that says it is okay to fail.”

Masao Sekimoto – Compliance, CTO strategic planning, Technology Strategies – Panasonic Connect