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IT Service Management

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  • [Panel] Women in ITSM: Opportunities, Lessons, Challenges and Advice
    [Panel] Women in ITSM: Opportunities, Lessons, Challenges and Advice
    Claire Agutter, Simone Jo Moore, Sally Bogg, Elisabeth Thomas, Andrea Kis Recorded: Dec 18 2018 61 mins
    Join Claire Agutter, Simone Jo Moore, Sally Bogg, Elisabeth Thomas and Andrea Kisfor an open, honest discussion about the opportunities, lessons and challenges found in a career in ITSM. From entering the industry, to forging a career and making a difference, this one-off panel discussion will explore all facets of being a woman in ITSM in 2018.
  • A new approach to IT Service Management: Selfless Service
    A new approach to IT Service Management: Selfless Service
    Sanjeev NC, Solutions Architect, Freshworks Recorded: Dec 13 2018 31 mins
    Service desks are closer to the customers than we can ever imagine. With self-service adoption on the rise and Service desks making it easy for their users to reach them, why do we still hear IT agents complaining users don’t raise tickets? Can we get the Service desk closer to the customers? What if the Service desk lives where the customers are already there?

    This talk explores the possibility of approaching Service management with a selfless mindset focusing primarily on self-service and customers logging tickets with the service desk. A selfless approach takes a lot of effort but not without its benefits.

    About Sanjeev NC;

    Sanjeev is a Solution Architect helping Enterprise customers with their ITSM tool implementation. He’s an ITSM enthusiast with consulting, blogging & speaking experience and enjoys delivering content creatively through memes, comics and puns. He is currently on a mission to ensure every customer support interaction yields the best possible experience.
  • How can static analysis help DevOps teams maintain velocity securely?
    How can static analysis help DevOps teams maintain velocity securely?
    Meera Rao, senior principal consultant and director of the secure development practice - Synopsys Software Recorded: Dec 11 2018 46 mins
    Static application security testing (SAST) is the process of examining source code for security defects. SAST is one of many checks in an application security assurance program designed to identify and mitigate security vulnerabilities early in the DevOps process. Integrating SAST tools into DevOps processes is critical to building a sustainable program. And automating these tools is also an important part of adoption, as it drives efficiency, consistency, and early detection.

    If you have questions like these, and you’re concerned about integrating SAST tooling into your DevOps process, this session will offer actionable advice to automate security testing that supports DevOps velocity.

    But DevOps practitioners looking to integrate SAST tools into the DevOps pipeline often have questions:

    How do I manage false positives?
    How do I triage the results?
    What happens to new issues identified?
    How can I use a tool in my DevOps pipeline?
  • DigiDevTransOps - Clearing the Confusion in Digital Transformation & DevOps
    DigiDevTransOps - Clearing the Confusion in Digital Transformation & DevOps
    Mark Smalley, the IT Paradigmologist and DASA Global Ambassador Recorded: Dec 6 2018 48 mins
    The title is a cynical reference to the hype around Digital Transformation and DevOps. There’s a lot of confusion and you may be wondering what the terms actually mean and what the relationship is between the two. If we look closer, we’ll see that DevOps has much to support Digital Transformation, but that it’s only one of the pieces in the Digital Transformation jigsaw puzzle.

    Mark Smalley, Global Ambassador DASA
  • Panel: DevOps & Digital Transformation - How to Overcome Challenges
    Panel: DevOps & Digital Transformation - How to Overcome Challenges
    Prakash Vyas (Splunk), James Finister (TCS), Rob Akershoek (Shell), Dimitri van den Broek & Barclay Rae (Essential SM) Recorded: Dec 5 2018 49 mins
    Businesses are being forced to move at a higher speed than ever before, but the challenges are coming thick and fast - namely facing new competition, cost pressures, skills gaps, monitoring and metrics, and understanding and adhering to evolving standards for innovation, quality and reliability. These challenges make Digital Transformation a tricky game to win.

    In this session, our panel of experts will discuss how DevOps can make digital transformation easier and help you;

    * Deliver business value
    * Boost bottom lines
    * Give the best customer experience

    Join the discussion on and level-up your DevOps game!

    Panellists;
    Rob Akershoek, Solution Architect, Shell
    Prakash Vyas, ITOA Specialist EMEA, Splunk
    James Finister, Global ITSM Strategist, Tata Consultancy Services
    Dimitri van den Broek, EVP, Strategic Alliances & Co-Founder, ITpreneurs

    Moderated by Barclay Rae, ITSMf Board Member and Director, Essential SM
  • Future of ITSM: without “IT”, “S” or “TS”?
    Future of ITSM: without “IT”, “S” or “TS”?
    Mark Smalley, the IT Paradigmologist and DASA Global Ambassador Recorded: Nov 29 2018 47 mins
    With all this sexy Digital Transformation, Agile and DevOps stuff going on, good old IT Service Management is in a bit of a rut. Somewhere far from the business in the bureaucratic basement, still waging (un)civil IT wars with their archenemies, the evil developers. The IT Paradigmologist explores three escape routes: enterprise-oriented service management, broader but technology-centric IT management, and user-oriented information management. Or staying put and going digital?
  • Panel Discussion: ITSM and Digital Transformation – Where Are We?
    Panel Discussion: ITSM and Digital Transformation – Where Are We?
    Doug Tedder; Rich Graves; Anne Morello; Daniel Blander; Roy Atkinson Recorded: Nov 27 2018 50 mins
    In this era of increasing digital transformation, ITSM needs to adopt a solid, modernized approach to ensure customer satisfaction, information security and operational excellence. ITSM practitioners must embrace new and innovative capabilities, practices and technologies so as to enable better customer service, flexible deployments and robust data protection. These include artificial intelligence, machine learning and process automation. In this panel, moderated by leading ITSM consultant Doug Tedder, our team of experts from Serviceaide, Cognizant, UBM and Virtual Clarity will discuss the journey ITSM is embarking on to ‘see the bigger picture’ in an increasingly digital world.


    Our panelists include:

    Rich Graves, Director of Product Management, Serviceaide

    Daniel Blander, IT Security Consultant, Virtual Clarity

    Anne Morello, Director of Software Engineering, Cognizant

    Roy Atkinson, Senior Analyst, UBM
  • SIAM: Taking a leap into the unknown? Take a Structured Approach
    SIAM: Taking a leap into the unknown? Take a Structured Approach
    Ian Groves, SIAM Professional, SYAMIC Recorded: Nov 21 2018 35 mins
    The purpose of this webinar is to explore how customer service organisations and external advisors, where applicable, can adopt a structured approach to the mapping and visual analysis of existing service and sourcing environments. A key step before speculating on the potential benefits of any service transformation journey.

    As organisations increasingly look towards SIAM as a solution to multi-service vendor integration, SYAMIC introduces a method to help organisations understand the complexity of their current state. Armed with a complete Service Landscape and an assessment of existing capabilities, customers are able to move forward with confidence to develop strategies to deliver a successful SIAM implementation.

    It is essential that organisations must, at all costs, resist the temptation to over simplify their understanding of the “as-is” state in the belief that a new SIAM implementation will overcome all of their existing challenges. There are some things which simply cannot be ignored.

    Therefore, within this webinar we will explore a simple three level framework which provides structure, a common language for customers, advisors and suppliers alike and drives true collaboration across the ecosystem.
  • Test Environment Management
    Test Environment Management
    Anurag Sharma, ITSM Author Recorded: Nov 20 2018 36 mins
    The key focus area of every single organisation is to provide best-in-class customer experience, which in 2018 is delivered using technology. To remain competitive in the market, every organisation transforming digitally needs to deliver innovation. It's a fact that the world that consumers and companies operate in is changing in order to make sense of a fast-changing context.

    However, Digital Transformation is also a mindset.

    A faster time to market, the speed of implementation, quality, service availability and lower cost of ownership are the critical elements of Digital Transformation. In an ideal world, Digital Transformation is the thumb rule followed by each company - whether they are small or large, IT or non-IT, start-up, experienced or legacy companies

    Yet, there are industries that are still using their traditional waterfall practices. Old ways of working, system complexity and pressure to survive in this new era create absolute chaos in their world. It's like an IT disease which can be cure by management practices like DevOps and Agile.

    These management practices require some time to mature and not overnight successes. They require a change of culture, technologies and ways of working. In the meantime, there is a need for pain relief so that the transformation journey can start.

    Enter Test Environment Management - the pain relief that alleviates the symptoms.
    This webinar will provide a glimpse into this and how to add value to an organisation’s Digital Transformation journey.
  • Three Movements in Service Management: ITSM in 2019
    Three Movements in Service Management: ITSM in 2019
    Dolf van der Haven, Information Security and Quality Manager, Verizon Enterprise Solutions Recorded: Nov 15 2018 43 mins
    Join Dolf van der Haven, Information Security and Quality Manager, at Verizon Enterprise Solutions This webcast as he gives an overview of the three main movements in service management that will have an impact in 2019.

    This webinar will cover the new edition of ISO/IEC 20000-1, VeriSM and the new ITIL 4, and will show the merits of each movement, comparing them and demonstrating that whilst not mutually exclusive, each has their own specific merits.

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