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  • Machine First SMO, Automate CSI, and ITSM in a DevOps World
    Machine First SMO, Automate CSI, and ITSM in a DevOps World Dale Shafer Recorded: Mar 8 2018 57 mins
    Making DevOps work in a IT Service Management framework can be challenging. How can we Ensure people see the value in ITSM rather than see it as a bureaucratic slow down to the business? Dale Shafer, Senior Consultant at a Service Management Global Consulting Practice and a member of itSMF USA’s Board of Directors, and will discuss how automating ITSM is an important element in ensuring collaboration with Devops and Agile.

    In our sessions we will:

    Explore what processes can be easily automated

    Discuss what automation tools are now available

    Dale is a Senior Consultant at a Service Management Global Consulting Practice. He is a proven leader with 10+ years of experience assessing, designing and implementing large scale Global Outsourcing Delivery engagements focusing on IT Infrastructure Operations, Service Management and Service Integration. His sector experience includes Agribusiness, Banking & Financial Services, Legal, Government, Healthcare, Manufacturing and Retail. Education includes MBA and IT degrees. ITIL and Microsoft Certified.
  • Centers for Disease Control Journey to ISO20K & ISO27K Certifications
    Centers for Disease Control Journey to ISO20K & ISO27K Certifications Jim Landers and Joseph Ludwig Recorded: Mar 7 2018 58 mins
    The Centers for Disease Control and Prevention achieved a milestone when its mid-tier data center in Atlanta earned its Service Management & Information Security Management Systems Certifications, becoming the first federal data center to do so. In this case study, the speakers explore the entire process from the initial discussions about certification through scoping and planning, prepping for certification and the audit process and how the CDC gained buy-in in the organization.

    From the agency perspective, we will hear what the process is like from first-hand experience. If you are considering ISO/IEC ISO/IEC 20000-1:2011 & IT Information Security ("ISO 27001:2013") certification this will be an insightful and useful session.
  • Simple Solution to Ailing Adoption
    Simple Solution to Ailing Adoption Greg Rowe - Kansas City LIG Recorded: Dec 12 2017 23 mins
    ITIL will be re-written. So how would you do it? What would you want to be simpler or more easy to understand, yet without loosing so much high-quality essential best practices? 

    The President of the Kansas City LIG has a way forward. In an article published in The Source last April he outlined how to re-group the 26 processes in ITIL into three or four sets. In it, the Service Lifecycle takes a back seat to practical organizational functions. 

    Once you have change management and incident management working well, then the rest is simple. You logically expand the base from there. All process still apply while none stand alone.

    This is also a chance to ask an expert. What does your organization look like? What should it be aligned to good practices? Here's how to go forward from there.
    ITSM CONTINUAL SERVICE IMPROVEMENT Brad Utterback, Master ITSM/ITIL Trainer and Consultant Recorded: Dec 7 2017 54 mins
    Soooo… where do you turn to when you want to better align your resources and capabilities with your service strategies and the business goals and objectives? With what’s the least mature? Maybe. Maybe not! What steps would you take to understand on what to improve?

    All IT services, processes, organizational structure and technology are “vulnerable” and hence should be open to the positive impact of CSI.

    This presentation focuses on CSI and the positive impact it can have on the business. CSI's focus is on identifying, prioritizing and choosing improvement opportunities in the Service Organization that will best benefit the business.
  • Continual Service Improvement in IT – Getting the Business to Care
    Continual Service Improvement in IT – Getting the Business to Care Lou Hunnebeck Recorded: Nov 30 2017 56 mins
    Everyone is so busy working on projects and on normal daily activities to keep the lights on, there hardly seems time to spend on continual improvement efforts. Any what about the funding? It’s easy to explain to the business why funds should be found for new systems or exciting new features, but how do we get them excited about improving processes or other methods? In our session, we will: •Explore the benefits that continual improvement efforts can provide to the business •Discuss methods of marketing these benefits to gain support and funding Whether improving services themselves, or our associated processes and work methods, returning value to the business is the mission.
  • The Service Desk on the Front Lines of Cyber-Resilience
    The Service Desk on the Front Lines of Cyber-Resilience Bob Rice Recorded: Oct 11 2017 61 mins
    Don’t be the next news headline!

    Recent theft of business critical information occurred because a Service Desk provided information to a cyber-crook that allowed access to internal business critical servers. The information stolen could impact national security interests.  Why did that happen?  How could it happen? Expensive technology did not stop this breach. How could the Service Desk have been better prepared?

    Security breaches and the theft of intellectual property and personal and financial information are too common. The service desk is KEY to ensuring the early detection of security events and providing the first-line response. So what role should the service desk play in early identification of security events, and how can the service desk best be prepared to respond?

    Are there best practices to provide guidance to develop robust cyber-protection? This session explores cyber-resilience best practices and the impact the service desk plays in response and cyber-resilience.
  • How to Assess and Improve Your Problem Management Process
    How to Assess and Improve Your Problem Management Process John Clipp and Ted Gaughan Recorded: Jul 26 2017 56 mins
    This presentation will offer guidance on using the ISO/IEC 15504/33000 Assessment Methodology to conduct a maturity assessment of your Problem Management Process as part of your Continual Service Improvement (CSI) initiative.

    With the goal of achieving continuous improvement of the Problem Management Process, ISO/IEC 15504/33000 offers a structured methodology for process baseline and follow-on assessments. As a flexible assessment solution, which can be adapted to a company of any size, an assessment using the ISO/IEC 15504/33000 methodology provides the first step in a Continual Service Improvement initiative.
  • Simplifying Service Response with Standard+Case
    Simplifying Service Response with Standard+Case Brian Newcomb and Edward Gray Recorded: May 4 2017 57 mins
    In this webinar, Brian will introduce the Standard+Case approach and discuss benefits for both IT and non-IT service providers.

    Description: Service Management best practice describes many different situations that a provider must deal with. Incidents, Problems, Requests, Events, Changes – all with best practice processes of their own, but while these distinct classifications provide clarity of measurements they can also get very confusing for first line resources handling the majority of customer contacts. The Standard+Case approach can complement best practices while leading to a more efficient adoption and understanding by service provider staff.

    Brian Newcomb is the Director of Technology, Process, and Data Solutions within the Office of Human Resources at The Ohio State University. His team is responsible for aligning HR information systems and related technology with business processes while delivering the data required to drive business decisions. Brian has worked in technical, leadership, and consultancy positions over the last 20 years and has led numerous IT Service Management initiatives and organizational transformation efforts. Today, Brian uses this experience along with industry certifications in ITIL, CobIT, and LeanIT to promote process improvement, maximize value, and foster a customer centric culture.
  • Security, ITSM & IoT
    Security, ITSM & IoT Jenny Geisler Recorded: Apr 12 2017 60 mins
    As the world of connected devices continues to grow, organizations must be aware of and have the capability of managing all devices that are on their networks.  Now more than ever this includes devices that aren’t owned or operated by IT.  Operational Technology (OT) present on your network can contain serious vulnerabilities and increase the risk to your organization.  ITSM teams play a critical role in bridging the conversations between IT Operations, Information Security, Risk Management, and the business teams that own operational technologies that help to secure their organizations. 
    The presentation today will focus on the issues facing Security and Risk Management teams and how ITSM teams can provide solutions.

    Jenny Geisler is a Senior Consultant and Security Capability Leader with Aeritae Consulting Group, Ltd. She has her ITILv3 Master’s certification and has more than 20-years’ experience working on projects focused on governance, process, controls and compliance for many of the Minnesota-based Fortune 500 companies.
  • Using Proactive Problem Management to Reduce Monitoring Alerts and Noise
    Using Proactive Problem Management to Reduce Monitoring Alerts and Noise David Banghart Recorded: Feb 8 2017 53 mins
    In ITIL, Reactive Problem Management is instinctively easier to understand and perform. Proactive Problem Management is murkier. David Banghart presents a concrete example of a successful Proactive Problem Management initiative focusing on server and network devices monitoring alerts. Using collaboration, facilitation, persistence, and data this initiative resulted in a significant decrease in alerts, server / device P1/P2 incidents, and support email / ticket noise.

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