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Tomorrows IT Service Future Today (TFT)

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  • The "Do It Yourself" Service Desk, Christophe Capel, Atlassian (TFT14 Summer) The "Do It Yourself" Service Desk, Christophe Capel, Atlassian (TFT14 Summer) Christophe Capel Recorded: Jun 18 2014 38 mins
    According to Forrester, 72% of customers prefer to self-serve to answer their questions. Christophe Capel will demonstrate how Atlassian’s IT team built a self-service desk for its legal team to maximize its efficiency and add more value to the business. Atlassian’s self-service desk enabled it to cope with a two-fold increase in service requests by automating business processes and workflows, creating a self-service catalog to reduce the team’s workload, and prioritizing high-impact requests and issues.
  • Leverage ITIL beyond IT to deliver true value (TFT14 Summer) Leverage ITIL beyond IT to deliver true value (TFT14 Summer) Suresh GP Recorded: Jun 18 2014 44 mins
    We have been swarmed for years talking about how IT can get benefited using ITIL best practice framework for more than a decade. Its time that as practitioners, we use them to provide value to various aspects of Industry like Hospital, Transport, Health Services and more importantly in our day to day aspects to deliver true business outcomes.
  • The Target On Your Back (TFT14 Summer) The Target On Your Back (TFT14 Summer) Ken Gonzalez Recorded: Jun 18 2014 45 mins
    Most people start off to work each day with some simple goals/objectives and the best of intentions. Unfortunately, days are long and lots of stuff goes other than how it was planned.
    When things don't go the way your customer wants them to, even if you've met all your explicit agreements, you're still at risk!. It's times like these where customers will judge you and start making decisions that will affect and your organization -- for better or worse.
    Handling it "the way we've always done it" and blowing a customer expectation is the organizational equivalent of painting a large bulls-eye on your back. Next thing you know, you're out of the game for good! The worst part is that many never see it coming.
    In this session, I will lay out some of the major areas where service providers are most likely to sabotage themselves and discuss ways to address them before they become a problem.
  • Do you Exist in IT Socialism? (TFT14 Summer) Do you Exist in IT Socialism? (TFT14 Summer) Ryan Ogilvie Recorded: Jun 18 2014 36 mins
    In an ever changing market space businesses are given a seemingly unlimited choice of solutions to help them achieve their outcomes. Long gone are the days where the IT department is the only real choice. In this presentation I will speak to how new options can be managed and where IT is able to play a role enabling business success.
  • Agile! DevOps! What's next? ValOps? (TFT14 Summer) Agile! DevOps! What's next? ValOps? (TFT14 Summer) Mark Smalley and Dave Van Herpen Recorded: Jun 18 2014 49 mins
    This presentation explores the recent evolution of multidisciplinary approaches. We've seen Agile being used to develop new software releases better, quicker and cheaper than before by involving the business in iterative and incremental development activities. This often resulted in a backlog of potentially shippable releases waiting for the high-procedure IT Ops department to get around to deploying them. So folk used DevOps to get the deployment process sorted out by working on highly-automated continuous integration and deployment. Great! We've got the functionality into production! But wait - where's the value? Amazing as it seems after this Agile and DevOps revolution, no business benefits have been realized. Value is only actually realized when the users use their information systems effectively and efficiently. Organization lose on average 7.6% productivity due to IT issues and almost half of this is caused by poor use. Take a moment to reflect on your own business users.
    Do you believe that they could get more value out of investments in IT? Do you think that they really understand the data in the systems and are not making costly mistakes based on misinterpretation? Is anybody monitoring how well the information systems are being used and helping users proactively? This is unfortunately often not the case. So after improving development and deployment of application releases, the next step is to improve how information systems are actually used. Just as Agile has facilitated closer collaboration between the business and IT for development, and DevOps has done the same for development and IT operations, there’s now a call to action to close the IT value circle by improving how IT operations and the business collaborate. The key word here is engaged. Follow this presentation to learn more...
  • Create service catalogues people will really love! (TFT14 Summer) Create service catalogues people will really love! (TFT14 Summer) Robert Sieber Recorded: Jun 18 2014 42 mins
    Most of the service catalogues I've seen are technical focused. Even the clear defined offer of Salesforce.com is more or less technical and feature focused. Of course, they have a very clear structure and transparent pricing. These are two very important facts to get a service catalogue customers will like.
  • How I Learned to Stop Worrying and Love Shadow IT (TFT14 Summer) How I Learned to Stop Worrying and Love Shadow IT (TFT14 Summer) Ian Aitchison Recorded: Jun 18 2014 38 mins
    Nervous about your future? Suddenly hearing a lot about 'ShadowIT'? That term isn't new but it's usage has exploded in recent months. What's it all about? Why should corporate I.T. care? More importantly - WHAT SHOULD I.T. DO about Shadow IT?... Anything? Nothing?
    In this session, Ian Aitchison describes how corporate IT departments can understand, measure and manage Shadow IT, and potentially turn the whole conundrum into a massive win win for everyone involved.
  • ITAMOrg - New IT Asset Management Organization launched (TFT14 Summer) ITAMOrg - New IT Asset Management Organization launched (TFT14 Summer) Jesper Østergaard Recorded: Jun 18 2014 35 mins
    A new organization has been founded that leverages professional development and networking in the area of IT Asset Management.
    Join us at this presentation and learn how to get involved!
  • Integration & Automation - Future of Service Fulfillment Integration & Automation - Future of Service Fulfillment Sumit Kumar Jha Recorded: Jun 18 2014 38 mins
    Buzz word for today is 'Do It Yourself', yet we find self service solutions not very well adopted in organizations. Today organizations are making huge investments on service desk and technical resources to ensure timely fulfillment.All of this affects end user experience.
    My session will reveal the beauty and benefits of an integrated & automated service fulfillment solution which is definitely one of the key aspects of *"Tomorrow's" *service management implementations.
  • The Service Desk is dead - again! (TFT14 Summer) The Service Desk is dead - again! (TFT14 Summer) James Gander Recorded: Jun 18 2014 44 mins
    We go through waves of “experts” telling us that the service desk is dead and organisations are moving on, or that BYOD is removing the need for the service desk.

    I will be putting forward a more pragmatic response to that, including (spoiler alert) some tips to make your service desk work better for your organisation.

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