itSMF USA

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itSMF USA is the definitive & authoritative source for the advancement of IT Service Management best practices.

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BRM - True Romance or Unrequited Love? This webinar will provide you with two complementary perspectives on Business Relationship Management that will help you achieve true romance rather than ending up in unrequited love!
Based on recent and ongoing interest in Business Relationship Management, there can be no doubt that BRM is a hot topic. Organizations realize that a better relationship between business and IT will result in more business value from the IT provider’s products and services.
But how do you achieve this from a provider’s perspective? What kind of knowledge, skills, behaviors and processes do you need? And because the relationship is by definition with the business, what do you expect from your partners on ‘the other side of the fence’? How can you help them to fulfil their side of the bargain?
After listening to Aleksandr and Mark share their two perspectives, there’ll be ample opportunity for you to join in and contribute to the dialogue - you are most welcome!
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Apr 21 2014
61 mins
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  • This webinar will provide you with two complementary perspectives on Business Relationship Management that will help you achieve true romance rather than ending up in unrequited love!
    Based on recent and ongoing interest in Business Relationship Management, there can be no doubt that BRM is a hot topic. Organizations realize that a better relationship between business and IT will result in more business value from the IT provider’s products and services.
    But how do you achieve this from a provider’s perspective? What kind of knowledge, skills, behaviors and processes do you need? And because the relationship is by definition with the business, what do you expect from your partners on ‘the other side of the fence’? How can you help them to fulfil their side of the bargain?
    After listening to Aleksandr and Mark share their two perspectives, there’ll be ample opportunity for you to join in and contribute to the dialogue - you are most welcome!
  • Given the expansion in the use of ITSM software, we’re going to talk with ITSM Academy about the skills required for the next generation Service Management leader, how they, ITSM Academy, are preparing the next gens, and how they have shifted their curriculum, delivery methods, and approach for the next generation Service Management professional.

    Phone number: 1-415-906-5230
    PIN #: 76404785
  • Join Mercedes Alvarez-Arancedo of California State University-East Bay, Richard Pilgrim and Jason Rosenfeld of Cask, LLC in this information session to learn how CSUEB:
    − Rationalized their services from over 150 down to just over 50 services
    − Developed a foundational Service Portfolio
    − Built a structured hierarchy and used terminology that was meaningful to faculty, students and staff
    − Defined each service family, service and request actions
    − Implemented their Service Catalog in ServiceNow
    − Communicated and marketed their Service Catalog across campus
  • There is no recipe for implementing ITSM. More often than not, "learn by doing" is how most of us become proficient with ITSM, and certainly there is no substitute for experience. However, there is a lot to be learned from others. This presentation shares many of Doug's "lessons learned" that can be applied to any ITSM implementation.
  • This webinar will discuss ITSM tools and how they are being used beyond IT. We'll have vendors present to discuss how their tools transcend not just IT, but HR, Maintenance, Supply Chain Management, etc.

    BMC Software, CA Technologies, Cherwell Software and Fruition will be present.

    Dial-in phone number: 1-415-906-5230
    PIN #: 33243936
  • There are many organizations who consider the service desk as a fully operational area which adds no value as such, in fact, they think that the service Desk is there to “repair” or “fix” things and that’s it. For the past six years Mauricio Corona has been conducting a scientific research within Service Desks and other departments in order to answer a detailed question. Does the service desk can provide value to the business? To answer this question, the ITIL process Incident management and the function Service Desk were translated into variables and, at the same time, were measured against business alignment dimensions.The findings were surprising, the Incident and Service Desk variables not only showed that there is a positive correlation with business alignment dimensions, they showed too that they can improve the business operations and value generation when the Service Desk is mature
  • priSM is itSMF International’s (www.itsmfi.org) unified worldwide professional recognition and credentialing program for service management professionals.
    priSM credentials demonstrate an individual’s ongoing commitment to developing their knowledge of service management theory and practice through a structured program of continual professional development (CPD) activities and recognition of their achievements as their career progresses.
    David Clifford, Fellow in Service Management (FSM) and the President of priSM, will highlight some of the activities that contribute to CPD credits, such as LIG involvement. David will also share his experiences regarding why he applied to become a priSM credential holder and what it has taken to maintain the credential and the resulting benefits.
  • When you buy something you expect a good value in exchange for the money paid - after all it is your hard earned money! Business managers are no different – they expect IT to provide value for the money that is invested in IT services and products.
    Business managers can become displeased when comparing the money spent on IT services to the benefits they get from those services. They voice that displeasure by asking for more from the existing services at the current service costs, or for a decrease in costs for the services currently delivered. To an business manager, everything is in the language of business performance and financial impact.
    There are symptoms business managers should be aware of that indicate where improvements can be made within the business and IT relationship that will result in improved IT service quality and performance. The challenge to making these improvements is recognizing their symptoms.
    This session will describe the symptoms that business managers should be aware of in order to understand the performance of their IT organizations and lead to improvements within the business and IT relationship. Attendees will learn:
    •Typical IT Symptoms that indicate a problem with value
    •How to address problematic IT symptoms
    •IT talking points to use with business executive management to establish IT and business improvements
  • The ITSM profession is in danger of losing its value to the industry and its members – but it’s not too late to change that

    The industry is going through dramatic changes and our careers are following. What do we need to do to keep our skills relevant and our career paths growing?
    David will pontificate, as only he can, on his thoughts about the profession of Service Management with a focus on gaps in the industry and what Service Management Professionals should be thinking about and doing!

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