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itSMF USA

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  • Lean and DevOps: All in the Family
    Lean and DevOps: All in the Family
    Mike Orzen, President, Mike Orzen & Associates, Inc. Niels Loader, Partner & Principal Consultant an Quint Wellington Redwood Recorded: Oct 30 2018 62 mins
    ‘DevOps’ has become a magic word in IT. But what is DevOps, really? And what is its relationship to Lean IT and Agile? Two key experts who are furthering adoption and development of the DevOps Agile Skills Association (DASA), Mike Orzen and Niels Loader, attempt to clear up any confusion as they review a brief history of DevOps.

    In this day and age, it is almost impossible to open a website, article or publication about IT without coming across DevOps. It seems to be defining the current state of development of the IT industry. It is also one of the most misunderstood and misused terms today. DevOps is a label we have devised to describe the journey of the IT industry towards the application of Lean principles to the delivery of IT services and customer value.

    This session offers a loosely scripted conversation between two thought leaders in the DevOps community in which they explore the relationship between Lean, Agile and DevOps.
  • Accidental Continuous Service Improvement
    Accidental Continuous Service Improvement
    Bob Rice Recorded: Oct 24 2018 64 mins
    Accidental CSI - "Did I Do Thaaaat? (in your best “Steve Urkle” voice)
    Are you doing Continual Service Improvement by ACCIDENT??? Do you think you are not doing Continual Service Improvement (CSI), or not doing it well? What if you found out that you ARE doing CSI, but just don't realize it? If you think that you don't have time to improve, or have no idea where to start, and cannot get management buy-in and sponsorship to begin CSI, then this session is for you! Don’t let your service quality be held back because CSI is too hard to get started.
    This session will cover identifying areas in your organization where CSI is “brewing”, how to make those areas relevant to your CSI needs, and how to develop a CSI Roadmap. We will discuss the "low hanging fruit" of CSI, how to identify where you are ACCIDENTALLY doing CSI, and how to make it PURPOSEFUL CSI. Then you can say, “YES! I did thaaaaaat!’
    Takeaway:
    A PURPOSEFUL Roadmap approach to Continual Service Improvement
  • The Ultimate Meetup Executive Connections!
    The Ultimate Meetup Executive Connections!
    Deborah Burton, Paul Wilkinson, Stefan Groot Recorded: Aug 27 2018 48 mins
    Skills, Knowledge Leadership, Sharing - Navigating the new ITSM Way of working! USE PROMO CODE - EC18WEB - to obtain an EARLY BIRD rate for Executive Connections. A $200 SAVINGS!
  • Unlock the Hidden Treasure – Justifying Problem Management
    Unlock the Hidden Treasure – Justifying Problem Management
    Bob Rice Recorded: Aug 9 2018 64 mins
    Problem management is the hidden treasure of Service Management. It is key to ensuring reducing the cost of IT services, improving the value of IT services, and improving customer satisfaction. But how do you justify investing in problem management?

    Too frequently problem management is understood as something that must be done when things really get bad, or when a customer is screaming because of a failure somewhere else, or as a “last resort” when no one knows what else to do.

    In reality, problem management is key to improving the performance of IT and improving the customer’s view of IT’s true capabilities, whether related to technology, applications developed in-house, software, cloud services, etc. You name it, problem management has a role.

    This session will cover:
    •Investigating the hidden treasure – What does it take to get problem management “off the ground”; the who, what, where, when and why of problem management

    •Searching for the hidden treasure – Gather your team and start mapping metrics for problem management
    •Digging up the hidden treasure – How to start - the approach to implementing problem management
    •Protecting the hidden treasure – Retain the value - keeping the momentum with problem management
  • Learn About Executive Connections at FUSION18
    Learn About Executive Connections at FUSION18
    Cathy Kirch Recorded: Aug 2 2018 19 mins
    This webinar will dive into the exclusive Executive Connections program available at FUSION 2018. Learn more about how this opportunity can enhance your educational experience through exclusive exposure to industry leaders and experts. The Executive Connection sessions will include stories from Executives; attendees will hear from two Keynote Speakers and share leadership concepts. It will also facilitate networking between you, your peers, and the many invited industry experts, and ensure you are getting the most from your time at the conference.
  • Unguarded – A Roadmap For Cyber-Security Improvement
    Unguarded – A Roadmap For Cyber-Security Improvement
    Randy Steinberg Recorded: Jun 28 2018 57 mins
    The IT infrastructure management landscape is rapidly changing. Much of what IT used to support, build and deliver on premises is moving up into the Cloud. IT services are moving up and out of the data center and access to these services is moving beyond the four walls of the business. New technologies and devices are spreading and stretching when and where IT services can be used (e.g. Internet of Things). While the shift towards more agile and flexible delivery channels for IT services is creating new business opportunities, it is also creating new business challenges for securing the IT infrastructure and delivering those services safely. How are IT organizations meeting this challenge? What strategies are organizations employing? What technologies, processes and organization changes are taking place to keep the business safe? Learn some answers to these questions and leave with ideas and a roadmap to secure your own IT Infrastructure.
  • Blending Operations and Technology Panel Discussion
    Blending Operations and Technology Panel Discussion
    Cy Howells, Jeremy Gill, Carl Rizzo and George Letavay Recorded: Jun 14 2018 54 mins
    Cy Howells, Jeremy Gill, Carl Rizzo ,George Letavay
    Speakers are from Duquesne Light and CTP, LLC.


    As technology continues to evolve and becomes a bigger part of everything we do, it’s not just the computers on our desk anymore. The line between field operations and IT has become less clear, and this can affect IT service management.


    Questions for the panel:
    How have changes in technology impacted the relationship between IT and field operations?

    What challenges has this brought to IT service management?

    How is or has your organization addressed those challenges?
  • The Agile, Lean and DevOps Journey Taken at Nationwide Insurance
    The Agile, Lean and DevOps Journey Taken at Nationwide Insurance
    Carmen DeArdo, DevOps Technology Director, Nationwide Insurance Recorded: May 3 2018 60 mins
    This presentation will discuss the Agile, Lean and DevOps journey taken at Nationwide Insurance over the last 12 years. Carmen will discuss what has worked, what didn’t and the challenges facing a Fortune 100 company in implementing DevOps practices. This will include impacts on culture, technology and practices including the metrics to use as guideposts on the journey.
  • DevOps Decoded
    DevOps Decoded
    David Moskowitz Recorded: Apr 25 2018 64 mins
    Hosted by the Minnesota LIG, DevOps Decoded
  • 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.

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