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itSMF USA

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  • 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
  • Enterprise DevOps – Lessons Learned Enterprise DevOps – Lessons Learned John Clipp - Jason Walker Recorded: Jan 27 2016 61 mins
    Please join the DevOps / Agile CoI for a BrightTalk Session, “Enterprise DevOps – Lessons Learned”, scheduled for 1PM EST on Wednesday, January 27, 2016.

    DevOps is a cornerstone to concepts used to drive the implementation, with continuous integration and delivery as methods to deliver the actual solution. In a large enterprise, there are many front-end and back-end systems/processes that need to "talk". This presentation focuses on highlighting and breaking down the silos that exist in order to redirect energy and attention on (the more important) outcomes that are generated from lighter methods to delivery IT systems. This includes establishing similar light weight methods for all groups in the organization to publish updates and changes in the environment with, again, a focus on the values, practices, and outcomes.

    Jason Walker, the Lead DevOps Engineer at Target Corporation, will discuss many of the lessons learned and best practices during the adoption of DevOps at Target.
  • In the Know Podinar In the Know Podinar Eddie Vidal - Doug Tedder - Troy DuMoulin Recorded: Dec 16 2015 44 mins
    Join Eddie and Doug on your ride home for the next itSMF USA “In the Know” podinar on Wednesday, December 16 at 5pm (EST) with guest Troy DuMoulin, VP of Research, Innovation, and Product Management for Pink Elephant. Troy will be talking with Eddie and Doug about a hot topic in the ITSM industry, Lean IT.
  • The Knowledge-Centered Support Difference: a Discussion The Knowledge-Centered Support Difference: a Discussion Edward Gray Recorded: Oct 22 2015 63 mins
    On July 21, 2015, the itSMF USA Higher Education Community of Interest hosted a BrightTalk session on “The Knowledge-Centered Support (KCS) Difference, and Its Impact at the University of Phoenix.” To follow on with the discussion started in that session, we have invited a few practitioners to share their experiences and expertise with KCS.

    Panelists for this session include:
    - Rae Ann Bruno, President, Business Solutions Training
    - Stephenie Gloden, Vice President, Enterprise Resource Management, Apollo Education Group
    - JC Grooms, Knowledge Systems Architect, Minnesota State University, Mankato
    - Eddie Vidal, IT Professional, University of Miami

    The session will be moderated by Edward Gray, Systems Integration and Support Specialist at the University of Mary Washington and Assistant Manager of the itSMF USA Higher Education Community of Interest.
  • The Customer is Always Right...Deal With It The Customer is Always Right...Deal With It Eddie Vidal Recorded: Oct 20 2015 35 mins
    Join us on your drive home, Tuesday October 20th at 5 PM eastern as our guest Shep Hyken, (@Hkyen) a member of the National Speakers Hall of Fame discusses creating an amazing customer service experience. Where and how do you start creating a culture to deliver a great experience. How do you get your team on board? How do you recover from poor customer service experiences and can customer service be learned or are you born with it? Shep will be the closing keynote speaker at Fusion 15 #SMFusion15. Get a sneak peek and learn how to raise your game in delivering customer service. Your hosts for this exciting podinar are Doug Tedder @dougtedder and Eddie Vidal @eddievidal. Don't miss out!
    To register go to: https://www.brighttalk.com/webcast/845/176231
  • itSMF USA DevOps/Agile CoI - Introduction to DevOps itSMF USA DevOps/Agile CoI - Introduction to DevOps Nathen Harvey Recorded: Oct 7 2015 50 mins
    "DevOps" is a term that has become mainstream enough to be hated, misunderstood, misused, and abused. But what is "DevOps"? And, more importantly, why should I care?

    DevOps isn't a tool or a product. It's an approach to operations. By uniting development and operations teams to automate and standardize processes for infrastructure deployment, you get faster innovation, accelerated time to market, improved deployment quality, better operational efficiency, and more time to focus on your core business goals.

    This presentation will explore the principles and forms of DevOps. I know DevOps when I see it and, soon, you will, too.

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