Hi [[ session.user.profile.firstName ]]

Lean ITSM

  • Date
  • Rating
  • Views
  • Why people resist change, what to do about it. Why people resist change, what to do about it. Paul Vos, Sr. SM & Organizational Change Management Consultant Recorded: Oct 12 2016 49 mins
    We look to ITIL processes like Change, Release and Configuration Management to give us more control, insight and improved performance just find massive resistance to change.
    Time and again our IT improvementS eludes us because of ‘Resistance to change’.
    However ‘Resistance to change’ puts the blame on the ‘Resistor’ and absolves our own ineffective and outdated way we implement change
    To gain the benefits of next generation Service Management, we need next generation Organizational Change practices to get us there

    Join Paul Vos as he challenges your thinking by presenting proven Organizational Change (OCM) best practices and learn how to prevent false starts and change fatigue.
    Change does not have to be a frustrating tug of war, learn how to get change right in one go!
  • itSMF Montreal - Better IT Service Management using Lean IT Thinking itSMF Montreal - Better IT Service Management using Lean IT Thinking David Smith President Micromation Inc. ITSM, ITIL, Lean, TCO, ISO, Author – Implementing Metrics Recorded: Sep 21 2016 49 mins
    You’re under pressure to get things done
    You have resource constraints
    People naturally resist change
    Making improvements stick and deliver value is not easy.

    This session is about how IT Managers can take advantage of proven Lean IT improvement practices to deliver quality to customers, identify waste and eliminate it, improve efficiency and the overall speed of execution.
     In 45 minutes we’ll cover: 
    - What’s Lean IT all about
    - Why are organization adopting Lean IT
    - Principles: voice of the customer, value stream, flow, pull, perfection
    - Examples of non-value activities (waste)
    - How Lean IT maximizes customer value and minimizes waste
    - Lean IT vs. ITIL vs. DevOps vs. Agile vs. Six Sigma vs. Lean CSI
    - How to learn more: training/ certifications available
    - Tips on how to get started
  • itSMF GTR Presents: Organizational Change Management Best Practices itSMF GTR Presents: Organizational Change Management Best Practices Paul Vos - Sr. SM & Organizational Change Management Consultant and itSMF Manager, Marketing & Communications Recorded: Aug 25 2016 59 mins
    Learn how to improve your project success rate !

    Improve your project success rate by leveraging Organizational Change best practices.

    Time and again our projects fall short of intended goals due resistance to change.

    Blaming the culture is valid but also a dangerous form of externalization.
    When we blame culture we make the problem so big it becomes un-actionable for a mere mortal IT professional. We absolve ourselves from even trying to fix the problem and resign ourselves to our sub-optimal project practices, grit our teeth, hope for the best and dream about other companies where people apparently magically embrace Agile, LEAN DevOps without resisting.

    Join this session as Paul challenges your thinking by presenting guidance taken from the ProSci organizational change management (OCM) best practice methodology.

    Come away with actionable guidance on how to integrate OCM principles into your projects to maximize adoption.
  • Using Lean IT  metrics to streamline ITSM Using Lean IT metrics to streamline ITSM David Smith President Micromation Inc. ITSM, ITIL, Lean, Kaizen, ISO, TCO, Author – Implementing Metrics Recorded: Aug 10 2016 49 mins
    Since IT is primarily “Knowledge Work” it’s critical we understand our productivity vs. the value we create. Time is the key factor in calculating productivity. It is also important to know what value-added vs. non-value activities consume our time.

    Leading organizations are tapping into a new Lean IT measurement model to better understand how to measure throughput, efficiency, effectiveness and quality of ITSM services.

    There are three common measurement constraints:
    1. What to measure for value creation, alignment and operational excellence.
    2. Interpreting results. Many lack the skills and methods required to analyze metrics data to support corrective or preventative action.
    3. Getting/trusting data. Underlying data collections systems are not designed to support analytical methods required for management decision making and/or are not trustworthy.

    This session is about how savvy IT managers are implementing a new Lean IT monitoring and metrics and ITSM.

    In 45 minutes we’ll cover: 
    What’s Lean all about
    How Lean maximizes customer value by minimizing waste
    Critical to quality measurement for ITSM
    Value stream mapping technique
    Lean ITSM value stream metrics
    Interpreting result with examples of non-value activities (waste)
    How to get trustworthy data
    How to learn more
    How to get started for no cost
  • New trends in IT Service Management monitoring New trends in IT Service Management monitoring Diego Berea - Director of Ozona Consulting, ISO 20000-2 co-editor, ISO 20000-9 project editor Recorded: Aug 9 2016 47 mins
    Monitoring tools have always been there. Other sources also provide useful information to calculate availability and performance of IT Services.
    However, not always that data contributes to provide real insight of the health of IT Services and their impact in business.
    This session presents new trends in the monitoring, aggregation and automation of service availability, service capacity and service level monitoring, aligned with ISO 20000 requirements and ITIL best practices.

    In 45 minutes we’ll cover: 
    - Service monitoring needs according to ITIL and ISO 20000
    - ITSM vs BSM, aligning IT with the business
    - Real-time, historical and predictive monitoring
    - Different approaches to service monitoring
    - New trends in service monitoring, dashboards and reports
    - How to learn more
    - Tips on how to get started
  • Who is Process Owner in a Lean Framework? Who is Process Owner in a Lean Framework? Robert S. Falkowitz - Concentric Circle Consulting (ITSM, Kanban, Lean, Tooling Author) Recorded: Jun 8 2016 47 mins
    How does the role of the process owner evolve when using a lean approach to management?

    What are the skills and experiences that a lean process owner should have?
    How does the process owner role relate to other roles, such as IT management, process managers and process practitioners?
    What are the pitfalls that you might experience in identifying and developing the process owner?

    This session looks at the trials and tribulations of an IT organization as it attempts to find its way in making continual improvement part of its culture.

     In 45 minutes we’ll examine these questions, drawing on a case study: 

    What are the patterns seen in the “traditional” approach to the process owner role?
    How is a lean approach different?
    What are the aspects of an organization’s culture that impact the success—or failure— of the role?
    How can we motivate the process owner?
    What are the measurements of success?
  • DevOps: The Harmonious, Polygamous Marriage DevOps: The Harmonious, Polygamous Marriage Daniel Breston, Chief of DevOps Transformation, ranger4 Recorded: May 12 2016 47 mins
    DevOps is the marriage between Agile, Lean and IT Service Management (ITSM). To begin your journey and be successful you need to adopt and adapt from all 3 movements.

    DevOps is best defined as the capability to cooperate, collaborate, communicate and continuously improve how an organisation uses and benefits from technology to satisfy the goals of a customer or help them remove a problem.

    In the webinar, we will discuss:
    •What are these 3 movements?
    •How are they different?
    •How are they similar?
    •How they get you to begin a DevOps journey?
    •Tips on the journey of idea to realisation?

    If you are thinking of how to benefit further from Agile, looking to remove the complexities of your ITSM processes or want to understand why lean is important to your success; listen to this interactive session.
  • How to Get Ready for Cloud ITSM How to Get Ready for Cloud ITSM David Smith President Micromation Inc. ITSM, ITIL, Lean, Kaizen, ISO, TCO, Author – Implementing Metrics Recorded: May 11 2016 49 mins
    Why you need to get in control now before it controls your destiny.

    What are the cloud technologies and management challenges that they present?
    What’s driving cloud adoption?
    Who is responsible for managing cloud services?
    What are the risks?
    What impact will this have on legacy IT service models?
    How do you harvest value without killing it?
    Where will you get the resources?

    This session is about updating your ITSM strategy and best practices to help the business manage cloud technologies. Understand the cloud components, how they fit together, governance mechanisms and underlying foundation required for successful IT Service Management.

    In 45 minutes we’ll cover: 
    What’s cloud computing all about
    Why are organization adopting it
    Traditional vs. Cloud (shared) responsibility model
    Cloud computing benefits and challenges
    Cloud Computing Reference Architecture model and terminology
    Why you need to get ready now
    How to learn more: training/ certifications available
    Tips on how to get started
  • Five Lean IT power tools used to optimize ITSM Five Lean IT power tools used to optimize ITSM David Smith President Micromation Inc. ITSM, ITIL, Lean, Kaizen, ISO, TCO, Author – Implementing Metrics Recorded: Apr 13 2016 46 mins
    Learn about Lean ITSM tools used to make improvements quicker with less effort and with better results.

    Listen to real-world examples of how Lean ITSM tools were used to make a difference.
    - Better IT service delivery by reducing Muda (waste).
    - Prevent loss of customer loyalty by reducing Mura (variance).
    - Gain executive buy-in and commitment by creating better strategy & tactical plans.
    - Increase success using better change controls.
    - Reach end-of-job faster, with less resources and with better results.
    - Control outcomes by measuring, learning and adapting more quickly.

    This session is about how IT Managers used proven Lean ITSM tools to deliver and optimize quality to customers, identify waste and eliminate it, improve efficiency and the overall speed of execution of IT services.
  • Better Customer Service Desk using Lean IT Thinking Better Customer Service Desk using Lean IT Thinking David Smith President Micromation Inc. ITSM, ITIL, Lean, Kaizen, ISO, TCO, Author – Implementing Metrics Recorded: Mar 16 2016 44 mins
    Listen to real-world examples of how Lean IT made a difference.
    •Better IT customer service desk by reducing Muda (waste) to improve incident flow.
    •IT prevents loss of major business customers by reducing Mura (variance) to improve customer services.
    •Service Desk managers develop strategy & tactics to free up executive resources by reducing time spent on major outages.

    See how Lean CSI methods, tools and techniques were used to overcome barriers to change.
    •Everything is top priority
    •Too busy fire-fighting
    •That’s never worked here before
    •No executive buy-in
    •Under time-crunch to get things done
    •Resource capacity/skill/knowledge constraints
    •People naturally resist change
    •Making improvements stick and deliver value is not easy.

    This session is to share how IT Managers used proven Lean IT improvement practices to deliver quality to customers, identify waste and eliminate it, improve efficiency and the overall speed of execution.