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IT Service Management

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  • Why people resist change, what to do about it. Why people resist change, what to do about it. Paul Vos, Sr. SM & Organizational Change Management Consultant Recorded: Oct 12 2016 49 mins
    We look to ITIL processes like Change, Release and Configuration Management to give us more control, insight and improved performance just find massive resistance to change.
    Time and again our IT improvementS eludes us because of ‘Resistance to change’.
    However ‘Resistance to change’ puts the blame on the ‘Resistor’ and absolves our own ineffective and outdated way we implement change
    To gain the benefits of next generation Service Management, we need next generation Organizational Change practices to get us there

    Join Paul Vos as he challenges your thinking by presenting proven Organizational Change (OCM) best practices and learn how to prevent false starts and change fatigue.
    Change does not have to be a frustrating tug of war, learn how to get change right in one go!
  • Building the Perfect Change Management Process Building the Perfect Change Management Process Richard Josey, Solution Architect, Edge Service Management by Unisys Recorded: Oct 12 2016 49 mins
    In this session Richard Josey will explore the key considerations when implementing or adapting a Change Management process. The following key questions will be addressed:

    How do we make sure our change management process is appropriate?
    How do we get the intended benefits from our Change Management Process?
    How do we embed Change Management in our organization?
    What else do we need to consider? How does Change relate to other processes, such as Configuration Management.
  • Two Speed Transition: Tradition & Innovation – starring Release, Service Catalog Two Speed Transition: Tradition & Innovation – starring Release, Service Catalog Jon Morley, Vawns Murphy and Matt Hoey Recorded: Oct 11 2016 55 mins
    In this fast moving and interactive session - featured at the ITSMF UK 2015 and ICS/ITSMF Ireland 2016 conferences - the itSMF UK Service Transition Specialist Interest Group take on the concept of applying “bi-modal IT” or “two speed ITIL”. Agile, DevOps, the culture of ‘doing more with less and quicker’ are all common examples of expectations on IT service providers in a world where the framework are geared more towards traditional approaches to service management.

    By pitting traditional against ‘new thinking’ approaches across several Service Transition topics (Release Management, Service Catalogue and Early Life Support), the group share their experience on applying the different approaches.

    You’ll get the chance to put your view across through a series of votes and open discussion slots throughout the session…time boxed of course!

    Jon Morley – Service Transition Manager at University of Nottingham & Vice-Chair of itSMF UK Transition SIG
    Vawns Murphy - Problem & Change Manager at Micro Focus
    Matt Hoey - IS Change and Service Quality Manager at Grant Thornton UK LLP & Chair of itSMF UK Transition SIG
  • Service Desk Best Practices Service Desk Best Practices Jeff Rumburg, Managing Partner at MetricNet Recorded: Sep 13 2016 64 mins
    In this webcast, MetricNet will share the key success factors from the industry's top performing Service Desks. Attendees will:

    HEAR how the industry's top performing Service Desks achieve world-class status.

    LEARN key strategies for enhancing your Service Desk performance.

    APPLY Best Practices from your peers in the industry.
  • Improving the Customer Experience with Avatars Improving the Customer Experience with Avatars Mark Laird, Sopra Steria Recorded: Sep 7 2016 34 mins
    In this webinar you will learn how Sopra Steria is implementing Avatars to improve the Customer Experience without having to replace the underlying Service Management platform.
  • Improve User Service with FREE Password Self-Service from FastPass Cloud Improve User Service with FREE Password Self-Service from FastPass Cloud Finn Jensen, FastPassCorp Recorded: Sep 1 2016 51 mins
    20-35% of all calls to the service-desk are related to password problems. Usually the main issue is considered to be the cost for the IT-department. Our statistics however indicate that the user value of self-service is most important!

    To help the HPE and VIVIT community to get started with the self-service technology, we will introduce the FREE service from FastPass Cloud for VIVIT members from 2000-30,000 users in line with the offer together with HPE for Service Anywhere customers.

    Join this webinar and learn how you can improve user productivity from the FREE FastPass Cloud service. You will also see how you can get high user acceptance with the extended FastPass.

    For customers not prepared to go with Cloud FastPass, it is also available on-premise.
  • Preview of Next HPE Service Manager and ITSM Automation Suite Releases Preview of Next HPE Service Manager and ITSM Automation Suite Releases Michael Pott, Scott Knox, Greg W. Morrison, Sree Subramaniam, HPE Recorded: Aug 31 2016 87 mins
    Join us in this webinar to discuss latest HPE Service Manager and ITSM Automation Suite innovations and learn about what is coming with the next releases. Topics we will look at include:

    New service portal for HPE Service Manager based on HPE Propel technology for a superior user experience
    End user chat using virtual agent and Big Data technologies for improved customer satisfaction
    Native email integration leveraging Big Data analytics to decrease ticket handling times further
    New innovations to leverage Chat for IT Operations Management use cases such as the major incident process
  • Using Lean IT  metrics to streamline ITSM Using Lean IT metrics to streamline ITSM David Smith President Micromation Inc. ITSM, ITIL, Lean, Kaizen, ISO, TCO, Author – Implementing Metrics Recorded: Aug 10 2016 49 mins
    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
  • DevOps Needs Metrics DevOps Needs Metrics Daniel Breston, Chief of DevOps Transformation, Ranger4 Recorded: Aug 9 2016 39 mins
    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.
  • New trends in IT Service Management monitoring New trends in IT Service Management monitoring Diego Berea - Director of Ozona Consulting, ISO 20000-2 co-editor, ISO 20000-9 project editor Recorded: Aug 9 2016 47 mins
    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

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