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itSMF USA

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  • 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.
  • Problem Management CoI - LeanIT Continuous Improvement for Problem Management Problem Management CoI - LeanIT Continuous Improvement for Problem Management Niels Loader, Principal Consultant, Quint Wellington Redwood Recorded: May 25 2016 61 mins
    Please join the itSMF USA Problem Management Community of Interest for a BrightTalk Session on “LeanIT Continuous Improvement for Problem Management”, scheduled for 2PM EDT on Wednesday, May 25, 2016.

    Problem management is one of the simplest and clearest of the ITIL processes, but very few IT organizations have the process working as ITIL describes it. In his presentation, Niels Loader will look at a number of issues associated with the process, such as performance measurement, the business case for Problem Management, the challenges of getting Problem Management working, the role of the Problem Manager and applying LeanIT principles to Continuous Improvement for your Problem Management Process.

    One of the key sources of improvements for ITIL processes like Problem Management comes from applying Lean principles. Niels would like to take you on a journey through insights that he has gained over the past years and, hopefully, help you to make your Problem Management more effective.
  • Higher Ed CoI: ITSM Process Analytics – Transparency and Tuning for your Clients Higher Ed CoI: ITSM Process Analytics – Transparency and Tuning for your Clients Jeffrey Toaddy Recorded: Apr 27 2016 60 mins
    If you're yearning for more than the built-in reports your ITSM suite provides, you are in the right place. Join us as Jeffrey Toaddy, ITSM Coordinator for Miami University, walks us down the rocky road to process scorecards and service metrics the rest of the IT organization and clients can understand.

    Speaker bio: Jeffrey is an ITIL Expert with over ten years of IT Service Management experience. He currently serves as IT Service Management Coordinator and Adjunct Instructor at Miami University in Oxford, Ohio. Miami's BI unit has been supporting University-wide decisions leaving Jeffrey and his colleagues to develop their own scrappy approach to coaxing complex conclusions from internal systems.
  • DevOps/Agile COI: Putting the "Ops" into "DevOps" DevOps/Agile COI: Putting the "Ops" into "DevOps" Robert Stroud, John Clipp Recorded: Apr 7 2016 62 mins
    Please join the DevOps / Agile CoI for a BrightTalk Session, “Putting the “Ops” into “DevOps”, scheduled for 2PM EDT on Thursday, April 7, 2016.



    DevOps is the blending of tasks performed by a company's application development and systems operations teams in order to deliver on the IT promise of agility and elasticity to meet business demands. Unfortunately, to date, this has been more about accelerating “Dev” and less about the “Ops”. Agility and velocity does not mean the abandonment of good practices, rather mandates the transition of the ops role from one of managing physical infrastructure, to managing their infrastructure as code. To do so effectively, operations will build infrastructure as code, similar to the Dev community and leverage automation tools to facilitate transition to production using modern automation tools.



    Robert Stroud of Forrester who focused on the SDDC and IaC will discuss the impact of DevOps on your existing Change and Configuration management process and how you can leverage IaC and DevOps for agility and elasticity.
  • Transition Planning with Project Managers and Operations Transition Planning with Project Managers and Operations Greg Rowe Recorded: Mar 18 2016 20 mins
    Overcome the common struggle to reconcile plans and schedules between project managers and operations managers with the best-kept secret of ITIL:The Transition Planning and Support Process.
  • Transition Planning with Project Managers and Operations Transition Planning with Project Managers and Operations Greg Rowe Recorded: Mar 11 2016 60 mins
    Overcome the common struggle to reconcile plans and schedules between project managers and operations managers with the best-kept secret of ITIL: The Transition Planning and Support Process