itSMF USA

”The ISO/IEC 20000 SMS Under the Microscope –Configuration Management and the SMS”

Agenda:
• The ISO/IEC 20000 SMS Under the Microscope – Configuration Management and the SMS
oWhat is the ISO/IEC 20000 SMS?
oConfiguration Management – Basic Concepts
oConfiguration Management and the SMS
oConfiguration Management – Implementation Guidance
oQ&A

How do you cope, and excel, when you know how your IT department needs to evolve but no one else seems to understand? The process of introducing an organization to a new way of doing things can be very frustrating and uncomfortable.

This presentation is a pragmatic complement to improvement frameworks such as the ITIL CSI model and John Kotter’s 8-step change model. This webinar focuses on what it’s like to be the person pushing for change, and how to build short-term wins, “anticipated pains,” and feedback loops to successfully “ride the maturity model wave” from one level to the next.

Speaker Bio:
John Borwick has worked in higher education for over 10 years–principally at Wake Forest University from 2003 to 2012, where he was a systems administrator, team lead, assistant director for data delivery, associate director for continual service improvement, director of service management, and finally director of the portfolio management office (including service management and project management).

This session on ISO/IEC 20000 is primarily focused on deep diving into Service Level Management and its relevance in the overall Service Management System.

By the end of this webinar, you would have a fair understanding on the requirements and implementation guidance to fulfill the ISO 20K Clauses pertaining to Service Level Management.

Frameworks, Standards and Models - What's Out There and Which Should I Use?

In the IT Governance environment there are multiple frameworks, models and standards to choose from. A challenge for most organizations is simply understanding what all of these are, and which ones are applicable or appropriate for them. Some common questions include: If we’re using ITIL, should we consider COBIT? How does Kepner Trego fit with ITIL? Will using Six Sigma compete with ITIL’s CSI? How does ISO 20000 leverage ITIL? In this insightful presentation on Frameworks, Standards, and Certifications explore the many models that are available today: what they are, how they fit, and why choose them. We’ll look at the essential information as well as the applicability of the following: ITIL, COBIT, SIX SIGMA, ISO20000, KEPNER TREGO, PRINCE2, AGILE, and TIPA to name a few.

About the Speaker

Mark Thomas is the President of the itSMF Cobit SIG and previously served as the President of the itSMF Kansas City LIG. As a nationally known ITIL and CobiT expert with over 20 years of professional experience, Mark’s background spans leadership roles from datacenter CIO to Management and IT Consulting. Mark has led large teams in outsourced IT arrangements, conducted PMO, Service Management and governance activities for major project teams, managed enterprise applications implementations, and implemented governance processes across multiple industries. Mark has a wide array of industry experience with ‘Big Five’ consulting in the health care, finance/banking, manufacturing /distribution, services, high technology, and government verticals. Mark is a problem solver who is committed to solving hard problems and delivering excellent strategic results. Additionally, Mark has forged a reputable competency as a consultative trainer and speaker in several disciplines receiving exemplary evaluations.

itSMF SIG: ISO/IEC 20000 SMS Under the Microscope: Design & Transition of New or Changed Services

Many people will be traveling during the upcoming holiday season. When I was a kid my family would travel for many hours to see family that lived several states away. It did not take long for my parents to get tired of the question, “are we there yet?” To me it seemed like an endless progression of miles to finally reach our destination.


Similarly, many IT organizations are busy getting things done in a never ending flurry of activity that leaves many wondering what the purpose of that activity really is. This frequently means that a lot of money, effort and activity are put into IT projects that just don’t seem to reach an end or satisfy customers. Unfortunately, much of the activity itself is not focused on a consistent strategy that really defines where we are going, and therefore we cannot answer the question, “are we there yet?”

So, what does strategy mean for you? Does your organization have a “strategy”?
•How do you translate strategy into action, make it work, make it relevant?
•How do you know when it is time to revisit your strategy based on results?
•Has cloud computing added complexity to your strategy?

Sponsored by BMC.

This session answers the burning questions:
•Why assess ITIL processes?
•What assessment models are available in the market?
•What is ISO15504, and how is it used?
•How ISO15504 ensures quality maturity assessments?
•How TIPA for ITIL helps organizations improve their maturity?
•What is included in TIPA?

itSMF SIG: ISO/IEC 20000 SMS Under the Microscope: Establish & Improve the SMS

Improve the "Business of IT" by using a measurement framework & metrics that matter most. Metrics are important to management. What's not measured cannot be managed. But what should be measured, why & how?

If you're experiencing any of these symptoms, then this session is for you:

• not sure what or how to measure
• IT metrics don't seem to support business goals
• too busy fighting fires to become more proactive
• business/IT goals not measured
• priorities focus on noise vs. what's important
• efficiency, effectiveness, quality not well understood
• reduced visibility resulting in loss of control

Metrics validate your IT strategy & vision; provide direction with targets & metrics; justify changes with a means to gauge value-realized; signal when to intervene with corrective actions. Hear case studies & examples that help you improve alignment, meet compliance & drive service excellence. Learn the secrets of how measurement frameworks works & take away a roadmap with actionable steps. Let's get IT started.

About the Speaker
David Smith is the President of Micromationinc.com, an IT Consultancy that specializes in IT service optimization. David is also a certified TCO Expert, ITSM Expert & ISO 20000 Consultant. He has 30 + years of experience in managing & improving the quality, efficiency & effectiveness of IT service delivery for commercial IT vendors as well as the internal IT organizations of well-known private & public sector companies.

David is the author of “Implementing Metrics for IT Service Management” ISBN: 9789087531140 & contributing co-author of "IT Service Management - Global Best Practices" ISBN: 9789087531003.

A Practical Approach to Service Catalog Management

Does your team receive requests for services you don’t provide? Do they ask for help with items you don’t support? If you answered yes to either of these, then your organization can benefit from publishing a Service Catalog (SC).

The SC identifies what you support & provides users with needed information. It is a starting point for setting customer expectations, managing service levels & increasing customer satisfaction. You can also use the SC to automate users support for routine requests like ordering printer toner, resetting passwords, or upgrading to a new version of software. This frees first level support for more business-critical support issues.

This workshop provides a practical, effective approach for implementing a SC without requiring additional people resources. You will learn how to plan, implement, promote & maintain the Service Catalog. This workshop includes guidance, samples & templates for:

• Getting started
• Evaluating & choosing a format
• A process for writing, reviewing & publishing SC entries

Rae Ann Bruno is the President of Business Solutions Training, Inc (BST), an organization focused on training & consulting in various areas of ITIL, Communications, Internal Marketing, Metrics & ITIL Process Improvement. Rae Ann uses lessons learned from her career with Eaton Cutler-Hammer & Siemens Energy & Automation & her training & consulting engagements. She is experienced in implementation of various ITIL processes, building continual learning cultures, developing employee skills & facilitating organizational culture change. Rae Ann is a Faculty Trainer for HDI & a regular speaker at HDI local chapter meetings, & support industry conferences. She is the author of 2 HDI focus books & Ann holds various ITIL intermediate certifications, all HDI certifications & is a member of the HDI International Standards Committee.