CIO’s must also keep the lights on. Many CIOs dream of being the reference person for Business Processes, Information Management and Innovation. Fine, but beforehand they must deliver consistent daily service. Reality check: this means, using charge-back fees that actually reflect IT usage, outsourcing in a non-biased way, managing suppliers with precise and aligned Service Level Agreements and communicating with the board with understandable IT Policies.
Only 6 documents are needed, the trick is to define them with sufficient detail and do it in a specific order. Join David Royston to hear how this is can be achieved.
After obtaining an MSc in Computer Science from Geneva University in 1987, David Royston joined Switzerland’s largest IT service company: Fides Informatique. In 1993 Mr Royston was hired by Swiss TV in Geneva as their first CIO. For 7 years he led the digital revolution, delivering innovative and reliable solutions such as a new digital newsroom, a computer aided broadcast facility and the first European ATM video network. After obtaining an MBA in 1999, David Royston was hired as a Director at Unicible, one of Switzerland’s major IT service companies.
While working in the latter position, Mr Royston realized how difficult it was for clients to negotiate with experienced suppliers. As a result, in 2002, David Royston founded his own consulting firm with a sole aim: to help companies to deal with their IT service suppliers. David also writes regularly in Business papers such as AGEFI and Banque & Finance.
RecordedApr 15 201049 mins
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Daniel Breston, Business Technology Transitionologist, Ranger4
Continuous is a big word and often used. Continuous Service Improvement, Continuous Integration, Continuous Delivery or Deployment and I am sure you know of several more.
Continuous is also a scary word as it implies that you are always doing something. Always.
But Continuous can be a friend and if used as such, Continuous can help make you better than Good. Continuous can help make you great.
Learn more about the word Continuous and why by basing it on the blended methodologies of Agile, Lean and ITSM (now known as DevOps) you, your team and your business can be great for your employees and customers.
The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.
In this session Jeff Rumburg, Managing Partner at MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.
Attendees of this webcast will learn:
•Three Sources of Leverage in a Strategic Support Organization
•Two Metrics to Measure Your Progress Towards Strategic Significance
•Key Success Factors for Achieving Strategic Enlightenment
•Benchmarking Results from Strategic Support Organizations
David Smith President Micromation Inc. ITSM, ITIL, Lean, Kaizen, ISO, TCO, Author – Implementing Metrics
Since IT is primarily “Knowledge Work” it’s critical we understand our productivity vs. the value we create. Time is the key factor in calculating productivity. It is also important to know what value-added vs. non-value activities consume our time.
Leading organizations are tapping into a new Lean IT measurement model to better understand how to measure throughput, efficiency, effectiveness and quality of ITSM services.
There are three common measurement constraints:
1. What to measure for value creation, alignment and operational excellence.
2. Interpreting results. Many lack the skills and methods required to analyze metrics data to support corrective or preventative action.
3. Getting/trusting data. Underlying data collections systems are not designed to support analytical methods required for management decision making and/or are not trustworthy.
This session is about how savvy IT managers are implementing a new Lean IT monitoring and metrics and ITSM.
In 45 minutes we’ll cover:
What’s Lean all about
How Lean maximizes customer value by minimizing waste
Critical to quality measurement for ITSM
Value stream mapping technique
Lean ITSM value stream metrics
Interpreting result with examples of non-value activities (waste)
How to get trustworthy data
How to learn more
How to get started for no cost
Daniel Breston, Chief of DevOps Transformation, Ranger4
How do you know you are on course?
How do you know your Agile is making things faster?
How do you know your ITSM is making things safer?
How do you know your lean is making things better?
How do you judge whether you are improving or getting feedback at the right time and for the right purpose?
How do you know feedback is being used?
DevOps is there is help guide you on WHY you want to use metrics that are key and what these metrics will help you change. DevOps challenges you you to use them wisely though and this in itself is a cultural shift. Metrics drives collaboration and communication. Learn more via this session on how Key Indicators of Performance can help your idea to realisation (development of an idea until it goes operational) lifecycle.
Diego Berea - Director of Ozona Consulting, ISO 20000-2 co-editor, ISO 20000-9 project editor
Monitoring tools have always been there. Other sources also provide useful information to calculate availability and performance of IT Services.
However, not always that data contributes to provide real insight of the health of IT Services and their impact in business.
This session presents new trends in the monitoring, aggregation and automation of service availability, service capacity and service level monitoring, aligned with ISO 20000 requirements and ITIL best practices.
In 45 minutes we’ll cover:
- Service monitoring needs according to ITIL and ISO 20000
- ITSM vs BSM, aligning IT with the business
- Real-time, historical and predictive monitoring
- Different approaches to service monitoring
- New trends in service monitoring, dashboards and reports
- How to learn more
- Tips on how to get started
IT departments are constantly searching for new ways to optimize the speed, quality, and cost of their IT Service Management (ITSM) activities. Surprisingly, one solution that is often overlooked in the optimization process is the increased usage of a discovery tool within a configuration management system (CMS) to be the powerhouse for all ITSM, ITAM, operations analytics, and even network management processes.
This webinar will take a deep dive into the uses of discovery tools and how they can be greater leveraged into all facets of ITSM, ITAM, operations analytics, and network management processes for increased value creation.
Discovery Tools: Why they’re more relevant than ever
ITSM, ITAM, operations analytics, and network management use cases and functions enabled by an integrated Discovery Tool
Examples of successful integrated Discovery Tool usage across all IT processes
HPE Universal Discovery Tool and Applications
Cost vs. quality: It’s a perennial issue in technical service and support. Drive your costs too low, and you risk sacrificing the quality of service. Conversely, if you push quality too high (yes, that’s possible!), then you drive your costs through the roof. Understanding the cost/quality tradeoff is the most critical step toward optimizing your support model.
Using data from more than 300 benchmarks worldwide, Jeff Rumburg will illustrate how top-performing service and support organizations strike an appropriate balance between the cost of service delivery and the quality of support provided. He’ll share simple yet powerful techniques that will enable organizations to pinpoint their position on the cost vs. quality curve, determine if higher (or lower) quality is justified, reduce costs without sacrificing quality, and improve quality without increasing costs.
Finally, he’ll share an interactive scorecard that organizations can use to determine whether service and support has been optimized, and, if it hasn’t, to identify the tangible steps needed to achieve an optimized support model.
Bill Briggs, CTO, Deloitte Consulting LLP Ross Mason, Founder and VP of Product Strategy, MuleSoft
Almost everyone is undergoing digital transformation, but not everyone knows the right way to do it. In a recent MuleSoft survey, 96 percent of respondents are executing on digital transformation initiatives or planning to do so in the near future. However, the results also showed that just 18 percent of IT decision makers are confident that they will succeed in meeting this year’s digital transformation goals. To do this effectively, IT teams need different skill sets, tools, and more importantly, different mindsets. Join Bill Briggs, CTO at Deloitte, and Ross Mason, Founder and VP of Product Strategy at MuleSoft, to learn how IT can grow beyond “business as usual".
Rick Leopoldi, Managing Business Consultant, RL Indformation Consulting LLC Abstract
This presentation examines the role of IT Governance in Service Management. In particular it focuses on leveraging IT Governance around ITSM and ITIL including its importance, definitions, model, implementing highlights and critical success factors.
David Smith, President Micromation Inc., ITSM, ITIL, Lean, TCO, ISO, Author – Implementing Metrics
What’s the new digital business model used by leading organizations?
Leading organizations are tapping into a new IT model for extremely fast concept-to-cash or low time-to-market, andmuch lower operating and capital expenditures vs. being replaced by a startup or an App.
Imagine up to 200 times faster software deployment, 30 times increased deployment frequency, and 60 times higher change success rates. The data doesn’t lie.
Organizations such as Netflix, Spotify and Facebook are transforming IT by successfully implementing DevOps principles.
You don't have to be a hot internet company or a gigantic enterprise to be a DevOps leader.
Companies large and small, young and old, have magnificently made the transition and have the proof of success in their pockets.
This session is about how savvy IT managers are implementing a new digital business model to run IT like a business.
Charles Betz, IT Strategist, Architect and Advisor
What is DevOps? Where did it come from? What do it and the broader Agile movement mean for the enterprise, and for IT service management? The good news is that from a customer perspective, DevOps is one of the best things to happen in years. The challenge is that DevOps has a radically different approach to process, risk management, and IT operating models. It is transforming our basic understanding of how IT work gets done, and even how it is defined.
Come and hear an experienced enterprise architect and ITSM professional talk about a variety of cases and examples illustrating just how fundamental the DevOps challenge is for ITSM. Key points:
-DevOps culture, practices, and automation
-The trend from “project” to “product” management and what this means
-The Kanban emphasis on limiting work in process and understanding IT demand in a unified way
As a bonus, attendees will receive a brief introduction to the free, open source project Calavera, a functioning DevOps toolchain in miniature using Vagrant, Chef, Jenkins, and other modern tools. Calavera can be easily installed as a virtual environment on a modern workstation or laptop for training and educational purposes.
DevOps Agile Skills Association (DASA) is a non-profit organization that provides an open global community for DevOps and Agile Skills development. It is organized as a community-driven organization open for participating member organizations to help define role based competences and learning curricula. Wakaru Oy is a forerunner member of DASA and is taking part in the development of DASA competence model.
Presentation will cover the basis of DASA DevOps framework and the competence model. Participants will gain valuable insights into the DevOps Principles that DASA has embraced in the development of our Competency Model and Qualifications Scheme.
More info can be found here: http://godasa.org/ or https://www.oppia.fi/kurssisivu.php?id=7c43f8c707f1aede0a4350694d73cddc (in Finnish).
User expectations are changing. Users demand a better user experience with support, fast response and short resolution times. At the same time, IT is under pressure from the business to reduce risk and cost. In this world, the service desk continues to be the main bridge between the business, users and IT. Hewlett Packard Enterprise has added a new offering, HPE ITSM Automation Suite, an on-premise software suite which helps today’s IT organizations meet these new needs. HPE ITSM Automation Suite provides all software needed to build your big data service desk.
Join this webinar to learn about:
What is HPE ITSM Automation Suite and why you should care?
How the ITSM suite will help to automate core ITSM use scenarios
How to improve user experience and agility with a big data service desk
Strategy and direction of HPE IT Service Management Automation Suite (incl. Service Manager)
Paul Rohan, author of "PSD2 in Plain English" & Danny Healy, Banking API Specialist, MuleSoft
Open Banking is set to disrupt the financial services value chain. Across the world, this disruption can already be seen with a number of innovative initiatives emerging and with pressure from regulation, such as PSD2 in Europe, beginning to impact institutes.
With the foundations starting to build, what are the common approaches to Open Banking and how can you avoid the pitfalls?
Hear from MuleSoft Banking API specialist Danny Healy and industry veteran Paul Rohan, author of "PSD2 in Plain English", for a unique business and technical insight from the leaders in API-led connectivity.
Will you simply survive? Or change to thrive, in an Open Banking world?
Charles Betz, IT Strategist, Architect and Advisor
The Open Group IT4IT™ Forum was launched in October 2014. The mission of this new Forum is to develop, evolve, and drive the adoption of The Open Group IT4IT Reference Architecture, a "business architecture for the business of IT."
This presentation will provide a brief overview of the IT4IT Reference Architecture that covers the entire IT value chain, from strategy and architecture through application development to service management and operations. It will then go into further detail on the work of the IT4IT Agile Workstream, which provides the following guidance:
- a standard reference architecture for representing portfolio and product backlogs
- a standard reference architecture integrating a DevOps toolchain in an ITSM context
- Identifies the queues typically found in the managed IT environment, facilitating greater visibility into work-in-process
- Reconciling Agile frameworks (SAFe, Kanban) with traditional process frameworks
Desktop support has evolved dramatically in recent years. From virtualization and remote desktop control, to the rise of SWAT teams and staff augmentation, most desktop support organizations bear no resemblance to their predecessors.
In this webcast, you’ll receive industry data that illustrates key trends in desktop support. Jeff Rumburg will reveal the underlying drivers of these trends and their implications for the future of desktop support, including what today’s KPIs tell us about the future, the impact on people, process, and technology, and how to position desktop support for future success.
Mike Fulton, President Americas Division, CC and C Solutions and Mark Smalley, The IT Paradigmologist, ASL BiSL Foundation
IT people always seem to have regarded themselves as ‘special’, feeling entitled to exclusion from regular business practices, norms and maybe even ethics. Slowly but surely, the laws of corporate gravity are bringing IT people down to earth and assimilating them into the enterprise. On the one hand, IT people are realizing the inevitable need to codify and standardize. And on the other hand, now IT has clearly become a significant business asset, increasingly IT-savvy business people simply won’t tolerate it.
This presentation takes a look at the IT function as if it were a regular business department, using well-accepted concepts such as business models and operating models to get a better grasp of the components that need to addressed.
The new Open Group IT4IT standard – as supported by enterprises such as Royal Dutch Shell, Accenture, Achmea, HP, Munich RE and PwC – is a step in the right direction, providing an overarching value chain and a reference architecture for “the business of IT”.
But not only does the IT function need to get its act together: if IT’s business partners aren’t able to articulate their needs and ensure that the IT systems are used effectively, there won’t be much return on their investments.
IT service management forms the backbone of any forward looking IT infrastructure. Whether it’s the latest trends, techniques or strategies, the content in this channel will help you optimize your organization's IT operations.
Manny Segarra, Agile Coach at HOSTING, will dive into a discussion on the benefits that values have on company culture. During the webinar, Manny will hit on a few key benefits of incorporating more accountability and respect into your everyday office practices, including:
-Building a stronger work culture, not just a stronger environment
-Creating a more agile team
Worried that storage infrastructure can’t support petabyte growth or next-generation workloads? Do you want to move more workloads to the cloud to help reduce costs and enable new opportunities for your business? If so, this webinar is for you!
Red Hat Ceph storage is a massively scalable (we’re talking petabytes and beyond), software-defined storage solution that delivers unified storage (block, file, object) for your cloud environment. However, the challenge with PB scale, is maintaining high-performance and data center efficiency. That’s where Red Hat and SanDisk come to play!
Red Hat and SanDisk have partnered to deliver a Ceph-tested, Red Hat approved, and SanDisk flash-accelerated solution that delivers extreme performance, boundless scale, efficiency, and resiliency for Ceph and OpenStack environments. In this webinar Brent Compton of Red Hat and Venkat Kolli of SanDisk will discuss:
•Challenges faced within cloud environments
•Benefits of Red Hat Ceph for file, block and object storage
•Benefits of Running Ceph on the InfiniFlash™ System
•Configuration and use-cases
Don't let limitations stop you, and imagine the impossible today. To petabytes and beyond!
Salesforce customers are transforming their businesses with Service Wave. Join us for a special webinar introducing Service Wave. Hear how customers are using Service Wave, learn best practices, view a live demo and participate in an interactive Q&A.
The industry was surprised when Dell announced its intent to acquire EMC for $67 billion, the largest tech deal ever. Merging two large stagnate companies with very different cultures and high-level of overlap in products can pose significant challenges.
Join this webinar to learn about:
- The acquisition implications and how it’ll affect your long-term storage investment
- The uncertainty on Dell and EMC’s roadmap and which products will continue to be invested in
-Alternate storage solutions that enable you to transform data into insights and value for your organization
ESET’s Sr. Security Researcher, Stephen Cobb, will analyze the current cybersecurity threats trending during the first half of 2016. We’re covering everything from ransomware to regulatory risks and mobile malware to IoT vulnerabilities. Learn about what trends are on the horizon and gain practical advice for managing these risks:
•PCI and two-factor authentication
•PUAs and scamware
•Privacy by design
•General Data Protection Regulation (GDPR)
Container-based applications are driving changes in the IT tool chain up and down the stack. In addition to a container orchestration platform, these applications need a full stack of services including load balancing, service proxies, visibility/monitoring, service discovery, and security.
This webinar jointly presented by Avi Networks and Mesosphere, will uncover the strategies for delivering application services and best practices for building, deploying, and managing large Mesos clusters with thousands of nodes.
You will learn:
• How to simplify orchestrating microservices applications
• How to discover services automatically
• Gain visibility to application components and their interactions
• Ways to scale applications seamlessly
• Achieve security through micro-segmentation, SSL, and L4-L7 policies
With all the technology and process improvements over the past 20 years, and with almost every IT organization wanting to increase ITSM maturity, you would think that maturity levels would have increased; but that is not the case. This webcast will discuss how to increase ITSM maturity in eight different areas including user experience, process automation, and incident, problem, change, configuration, request and knowledge management, and more.
This first webinar is intended for business decision makers, to learn how SAP Business One can enable you to transform your distributor channels by standardizing their processes and their integration with SAP Business Suite, using SAP Business One.
From Main Street banking to Wall Street investing, the financial services industry is being disrupted by digital, social, and mobile innovation. Join Nucleus Research, Salesforce and Informatica as they discuss the most disruptive trends in the financial services industry and how financial institutions are leveraging these trends to gain a competitive advantage.
In this webinar, we will discuss:
·How market forces and changing demographics present new opportunities and risks for financial institutions
·Who’s adopting new technologies to mitigate risks and exploit new markets
·How different types of data sources are being leveraged as a strategic asset by a new generation of wealth managers
Most people know that a board portal is an intuitive, efficient and, above all, secure way of distributing and viewing confidential board and committee meeting materials. But did you know that board portals can help you with more than just document distribution? A sophisticated tool should enhance your board member's experience and improve overall collaboration- leading to better business decisions.
Join our free 30 minute webinar “More than Digital Board Papers” to learn how features such as archiving, note-sharing, electronic voting and questionnaires can help your board take the next step towards secure digital collaboration.