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Service Level Management & Cloud Revolution: A Survival Guide

Duncan Anderson, ITIL Training Consultant, Global Knowledge
A Google search for ITIL and Cloud generates over 5.2 million results. Rather than targeting the whole of ITIL this session focuses on Service Level Management and how the cloud impacts SLM. The session includes tips based around each stage of Service Level Management. Stages which receive more focus are Agree, Monitor and Improve.

Duncan first encountered ITIL whilst managing branch technology for an insurance company in the 1990s. He joined the training industry in 1998 and has undertaken a number of roles and delivered courses in numerous sectors and countries. At the beginning of 2009 he joined Global Knowledge to deliver training on all of the ITIL curriculum on both public courses and single company programmes.
Jul 20 2011
43 mins
Service Level Management & Cloud Revolution: A Survival Guide
SLM Service Cloud Service Management
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IT Service Management

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  • Automated IT Asset Management, Inventory and Reporting Jul 18 2013 1:00 pm UTC 45 mins
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  • Building a Financial Business Case for Technology Recorded: May 15 2013 47 mins
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    In today’s business environment, CIO’s are facing enormous pressure to drive value from their IT budgets and maximize investments to drive innovation.

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    2. IT Financial Management for Application and Support Rationalization – show me the money
    3. Data Center Consolidation and Transformation – show me the waste & the big bucks
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  • Money Matters - Running IT as a Business Recorded: May 15 2013 44 mins
    In the average organization, finances are typically tracked by functional groupings or IT units, for example server or network costs. This view may be helpful to a CIO or the head of those units but provides little value to the business. It contributes to the view of IT as a “black hole” – money goes in but nothing comes out. This webinar looks at service-based Financial Management and the benefits of accounting and budgeting that can be tied back directly to business outcomes. This form of financial management enables the business to understand the costs and value of a particular service, say Inventory Management services in a retail chain. It also enables IT to have meaningful service reviews with the business, by transforming bits and bytes into dollars and “sense”.
  • Leveraging Technology Business Management to Drive IT Value Alignment Recorded: May 15 2013 49 mins
    Technology Business Management (TBM) provides a practical, applied discipline for technology leaders and their business partners to collaborate on business-aligned decisions. Developed by thoughtleading CIOs and CTOs from The Coca-Cola Company, Goldman Sachs, DIRECTV, Microsoft, Cisco, Xerox and more, TBM defines core disciplines and decision-making capabilities, such as cost transparency, demand-based planning, cost optimization, and portfolio rationalization. In this workshop, Todd Tucker, Research Director for the TBM Council, will share how to use the TBM Index™ to benchmark your organization, compare it against industry peers, and create a roadmap based on your current state and business goals.

    Attendees will learn:
    * How innovative technology leaders leverage Technology Business Management to improve value delivery
    * How to interpret TBM Index results, including peer group comparisons, to shape your roadmap
    * The operational cadence for TBM, including key reports for sustaining and communicating optimizations
  • How Mature is your IT Financial Management? Recorded: May 15 2013 57 mins
    The demands from our business partners for business technology, business services and IT services are continuously expanding! This is nothing new as there always was an appetite for new technology and services; however in the age of the customer where customer loyalty and empowered customers have lots of choices, IT organizations need (and some are) rethinking on how to better partner with the business teams. The challenges for IT are how to continue managing the existing environment and balance this with investments and innovations given that the IT budgets between now and 2016 stay relatively flat. IT organizations have always “done finance” in some shape or form. So the question to IT organizations and executives is not “Are you doing IT financial management?” but rather “How mature is your IT financial management?”

    In this session Eveline Oehrlich, Forrester’s Research Director and VP, IT Operations is sharing some of Forrester’s thinking relative to the topic of IT Financial management. Additionally, she has invited two panel members with whom she will explore their maturity relative to their IT financial management initiatives.
  • Aligning IT With the Business Starts & Ends with a Financial View of IT Recorded: May 15 2013 47 mins
    Disruptive new technologies such as mobility and the cloud fundamentally change how IT is measured and managed.

    In this session, we will discuss how IT can fully determine the cost of services for use as a comparison or for chargeback or show-back and how IT can be more transparent with the business value being provided by their services.

    In the past, IT organizations could simply cross-charge their costs and report on service-level agreements (SLAs). Today, business customers can go to Amazon, Azure or other providers’ web pages and see prices for servers, storage, databases and more as well as seeing performance metrics for those services.

    This means that, for the first time, IT needs to have public cloud-comparable costs for service options and transparent performance information. By doing this, IT can generate a cost-effective strategy that improves operating efficiency while embracing the cloud, whether public or private or a hybrid.
  • The Top 5 Financial Mistakes IT Professionals Make and How You Can Avoid Them Recorded: May 15 2013 40 mins
    Key take-aways from attending this session are:
    - Understand what are the 'top-5' mistakes IT professionals make on financial cases and the consequences
    - How can you avoid making the 'top-5' killer mistakes?
    - Proven, successful techniques to build strong financial cases that are readily implementable by IT professionals
    - Case study examples of good & bad practice
    - Tools, templates & techniques to take away and can be uses immediately
    - Expert Q&A session on your specific issues, barriers and challenges
  • New Paradigms for SAM with the Move toward ASPs and SaaS Recorded: Apr 25 2013 47 mins
    In an ever-changing world PCs will soon be obsolete, mobile computing will be the norm, and software will be “rented” on the fly from cloud-based providers. Given this shift, new models are needed for capturing and tracking SAM data and reporting progress. In this presentation, Leslie will explore new data constructs and process tasks needed to stay ahead of the curve as we enter a new dimension of Software Asset Management, including:

    • What will “SW Licenses” look like?
    • What are the terms and conditions?
    • What are our management goals?
    • What are our risks and potential liabilities?
    • What exactly do we need to track?
    • How do we know if we are achieving our goals?
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  • Title: Service Level Management & Cloud Revolution: A Survival Guide
  • Live at: Jul 20 2011 8:00 am
  • Presented by: Duncan Anderson, ITIL Training Consultant, Global Knowledge
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