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itSMF USA

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  • 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.
  • 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.

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