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IT Service Management

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  • Optimizing the Tradeoff: Cost vs. Quality in IT Service and Support Optimizing the Tradeoff: Cost vs. Quality in IT Service and Support Jeff Rumburg, Managing Partner at MetricNet Recorded: Jul 19 2016 64 mins
    Cost vs. quality: It’s a perennial issue in technical service and support. Drive your costs too low, and you risk sacrificing the quality of service. Conversely, if you push quality too high (yes, that’s possible!), then you drive your costs through the roof. Understanding the cost/quality tradeoff is the most critical step toward optimizing your support model.

    Using data from more than 300 benchmarks worldwide, Jeff Rumburg will illustrate how top-performing service and support organizations strike an appropriate balance between the cost of service delivery and the quality of support provided. He’ll share simple yet powerful techniques that will enable organizations to pinpoint their position on the cost vs. quality curve, determine if higher (or lower) quality is justified, reduce costs without sacrificing quality, and improve quality without increasing costs.

    Finally, he’ll share an interactive scorecard that organizations can use to determine whether service and support has been optimized, and, if it hasn’t, to identify the tangible steps needed to achieve an optimized support model.
  • What Going Digital Really Means to IT What Going Digital Really Means to IT Bill Briggs, CTO, Deloitte Consulting LLP Ross Mason, Founder and VP of Product Strategy, MuleSoft Recorded: Jul 19 2016 64 mins
    Almost everyone is undergoing digital transformation, but not everyone knows the right way to do it. In a recent MuleSoft survey, 96 percent of respondents are executing on digital transformation initiatives or planning to do so in the near future. However, the results also showed that just 18 percent of IT decision makers are confident that they will succeed in meeting this year’s digital transformation goals. To do this effectively, IT teams need different skill sets, tools, and more importantly, different mindsets. Join Bill Briggs, CTO at Deloitte, and Ross Mason, Founder and VP of Product Strategy at MuleSoft, to learn how IT can grow beyond “business as usual".
  • Leveraging IT Governance around IT Service Management Leveraging IT Governance around IT Service Management Rick Leopoldi, Managing Business Consultant, RL Indformation Consulting LLC Abstract Recorded: Jul 6 2016 34 mins
    This presentation examines the role of IT Governance in Service Management. In particular it focuses on leveraging IT Governance around ITSM and ITIL including its importance, definitions, model, implementing highlights and critical success factors.
  • How DevOps helps improve ITSM How DevOps helps improve ITSM David Smith, President Micromation Inc., ITSM, ITIL, Lean, TCO, ISO, Author – Implementing Metrics Recorded: Jul 6 2016 47 mins
    What’s the new digital business model used by leading organizations?

    Leading organizations are tapping into a new IT model for extremely fast concept-to-cash or low time-to-market, andmuch lower operating and capital expenditures vs. being replaced by a startup or an App.

    Imagine up to 200 times faster software deployment, 30 times increased deployment frequency, and 60 times higher change success rates. The data doesn’t lie.

    Organizations such as Netflix, Spotify and Facebook are transforming IT by successfully implementing DevOps principles.

    You don't have to be a hot internet company or a gigantic enterprise to be a DevOps leader.

    Companies large and small, young and old, have magnificently made the transition and have the proof of success in their pockets.

    This session is about how savvy IT managers are implementing a new digital business model to run IT like a business.
  • Live Panel Session: DevOps Live Panel Session: DevOps Claire Agutter, ITSM Zone, Barclay Rae, ITSM Consultant and Dave Van Herpen,Management Coac Recorded: Jul 6 2016 49 mins
    Join this live panel discussion with well-known names in ITSM such as Claire Agutter, Dave Van Herpen and Barclay Rae.
  • The Radical Impact of DevOps on IT Service Management The Radical Impact of DevOps on IT Service Management Charles Betz, IT Strategist, Architect and Advisor Recorded: Jul 5 2016 45 mins
    What is DevOps? Where did it come from? What do it and the broader Agile movement mean for the enterprise, and for IT service management? The good news is that from a customer perspective, DevOps is one of the best things to happen in years. The challenge is that DevOps has a radically different approach to process, risk management, and IT operating models. It is transforming our basic understanding of how IT work gets done, and even how it is defined.
    Come and hear an experienced enterprise architect and ITSM professional talk about a variety of cases and examples illustrating just how fundamental the DevOps challenge is for ITSM. Key points:
    -DevOps culture, practices, and automation
    -The trend from “project” to “product” management and what this means
    -The Kanban emphasis on limiting work in process and understanding IT demand in a unified way
    As a bonus, attendees will receive a brief introduction to the free, open source project Calavera, a functioning DevOps toolchain in miniature using Vagrant, Chef, Jenkins, and other modern tools. Calavera can be easily installed as a virtual environment on a modern workstation or laptop for training and educational purposes.
  • DevOps and Agile Skills DevOps and Agile Skills Veikko Nokkala, Senior Consultant, Wakaru Oy Recorded: Jul 5 2016 28 mins
    DevOps Agile Skills Association (DASA) is a non-profit organization that provides an open global community for DevOps and Agile Skills development. It is organized as a community-driven organization open for participating member organizations to help define role based competences and learning curricula. Wakaru Oy is a forerunner member of DASA and is taking part in the development of DASA competence model.

    Presentation will cover the basis of DASA DevOps framework and the competence model. Participants will gain valuable insights into the DevOps Principles that DASA has embraced in the development of our Competency Model and Qualifications Scheme.

    More info can be found here: http://godasa.org/ or https://www.oppia.fi/kurssisivu.php?id=7c43f8c707f1aede0a4350694d73cddc (in Finnish).
  • Accelerate your Big Data Service Desk with HPE ITSM Automation Suite Accelerate your Big Data Service Desk with HPE ITSM Automation Suite Michael Pott Scott Knox HPE Recorded: Jun 28 2016 70 mins
    User expectations are changing. Users demand a better user experience with support, fast response and short resolution times. At the same time, IT is under pressure from the business to reduce risk and cost. In this world, the service desk continues to be the main bridge between the business, users and IT. Hewlett Packard Enterprise has added a new offering, HPE ITSM Automation Suite, an on-premise software suite which helps today’s IT organizations meet these new needs. HPE ITSM Automation Suite provides all software needed to build your big data service desk.

    Join this webinar to learn about:

    What is HPE ITSM Automation Suite and why you should care?
    How the ITSM suite will help to automate core ITSM use scenarios
    How to improve user experience and agility with a big data service desk
    Strategy and direction of HPE IT Service Management Automation Suite (incl. Service Manager)
  • Survivor or thriver? Addressing PSD2 and Open Banking Survivor or thriver? Addressing PSD2 and Open Banking Paul Rohan, author of "PSD2 in Plain English" & Danny Healy, Banking API Specialist, MuleSoft Recorded: Jun 28 2016 59 mins
    Open Banking is set to disrupt the financial services value chain. Across the world, this disruption can already be seen with a number of innovative initiatives emerging and with pressure from regulation, such as PSD2 in Europe, beginning to impact institutes.

    With the foundations starting to build, what are the common approaches to Open Banking and how can you avoid the pitfalls?

    Hear from MuleSoft Banking API specialist Danny Healy and industry veteran Paul Rohan, author of "PSD2 in Plain English", for a unique business and technical insight from the leaders in API-led connectivity.

    Will you simply survive? Or change to thrive, in an Open Banking world?
  • An Introduction to the IT4IT Reference Architecture for the Business of IT An Introduction to the IT4IT Reference Architecture for the Business of IT Charles Betz, IT Strategist, Architect and Advisor Recorded: Jun 22 2016 40 mins
    The Open Group IT4IT™ Forum was launched in October 2014. The mission of this new Forum is to develop, evolve, and drive the adoption of The Open Group IT4IT Reference Architecture, a "business architecture for the business of IT."
    This presentation will provide a brief overview of the IT4IT Reference Architecture that covers the entire IT value chain, from strategy and architecture through application development to service management and operations. It will then go into further detail on the work of the IT4IT Agile Workstream, which provides the following guidance:

    - a standard reference architecture for representing portfolio and product backlogs
    - a standard reference architecture integrating a DevOps toolchain in an ITSM context
    - Identifies the queues typically found in the managed IT environment, facilitating greater visibility into work-in-process
    - Reconciling Agile frameworks (SAFe, Kanban) with traditional process frameworks

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