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itSMF USA

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  • 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.
  • The Three Most Missing Processes
    The Three Most Missing Processes Greg Rowe Recorded: Nov 18 2016 24 mins
    Enjoy a fascinating topic over lunch on a Friday.
  • The Seventeen Real Processes
    The Seventeen Real Processes Greg Rowe Recorded: Nov 4 2016 30 mins
    Surveying the process diagrams in ITIL reveals seventeen processes with flowcharts, unlike the other nine. What's unique about them? This presentation puts it all together into a process reference model of what really works across the Service Lifecycle. It also organizes them into four logical sets and functional groups so you can flexibly grow process maturity in any direction under simplified leadership
  • The Seventeen Real Processes
    The Seventeen Real Processes Greg Rowe Recorded: Oct 28 2016 30 mins
    Surveying the process diagrams in ITIL reveals seventeen processes with flowcharts, unlike the other nine. What's unique about them? This presentation puts it all together into a process reference model of what really works across the Service Lifecycle. It also organizes them into four logical sets and functional groups so you can flexibly grow process maturity in any direction under simplified leadership
  • Higher Ed CoI | Crossing the River With My Dragon
    Higher Ed CoI | Crossing the River With My Dragon Mary Therese Durr, Director of Computing Support and Service Management at Boston College Recorded: Sep 29 2016 35 mins
    An IT support professional’s perspective on change.

    Ever wonder why change is so hard. Join us as Mary Therese Durr, Director of Computing Support and Service Management at Boston College shares her experience with change and the dragon that impedes acceptance.

    Mary Therese Durr is the Director of Computing Support and Information Technology Service Management at Boston College. Mary entered the technology field over twenty-five years ago as a computer programmer. She has moved from software development to computer lab management to networking to systems management and lastly to directing those who do all the real work. Her specialty is discovering people’s strengths. Mary has her Master's in Education, Research, Measurement, and Evaluation from the Boston College Lynch School of Education.

    The best way to engage all employees is through their managers. Therefore Mary includes in her responsibilities partnering with Information Technology Services (ITS)-Human Resources to build and support a management training program for ITS as well as consulting with management as needed.
  • Board Elections - Meet the Candidates!
    Board Elections - Meet the Candidates! Doug Tedder Recorded: Sep 26 2016 37 mins
    Join Doug Tedder and get to know more about the four candidates up for election for the itSMF USA Board of Directors.

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