There is IT. And then, there's business. Are they different any more?
For the past ten years, there has been a lot of talk about IT alignment with the business. The implication being - there is IT, and then there is the business. One focuses on technology, the other, on everything else.
IT Service Management has progressed our thinking and centred our attention on aligning IT with the objectives of the business. That approach, while trying to bring IT and the business closer, also validates the thinking that IT is something separate from the business. Especially in this hyper-connected era, aren’t IT and the business really the same thing?
Consider that nowadays (almost) everything in everyday life has some form of technology in it – the buildings we work in, the vehicles we travel in, the ATMs we bank with, and even the toys our children get with their happy meals . Everything has some form of ‘smarts’ embedded in it. So the question is: can we continue to think of IT and the business as separate things, or should we instead be asking why we ever saw them as so different?
This talk will address some of the ideas and logical connections behind this premise. How do you define a single service strategy for the business? Can there be a common approach to managing all service-related assets – not just IT? Can you actually manage the end-to-end business service? How do you integrate service delivery processes across the business? The truth is that IT was never enough to deliver a service – all services depend on more than IT to make them happen.
This presentation will also explore other possible implications of a smart new world where IT is everywhere. With so much embedded technology in virtually every thing we touch, the business people, formerly known as IT, should be driving the opportunities for service innovation.
RecordedSep 29 201045 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
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.
Server virtualization was supposed to consolidate and simplify IT infrastructure in data centers. But, that only “sort of happened”. Companies do have fewer servers but they never hit the consolidation ratios they expected. Why? In one word, performance.
Surveys show that 61% of companies have experienced slow applications after server virtualization with 77% pointing to I/O problems as the culprit.
Now, companies are looking to take the next step to fulfill their vision of consolidating and reducing the complexity of their infrastructure. But, this will only happen if their applications get the I/O performance they need.
This is where DataCore’s Parallel I/O technology comes in. By processing I/Os in parallel leveraging multi-core, multi-processor systems, Parallel I/O delivers industry leading I/O response times as well as price/performance. The net benefit is that fewer storage nodes can provide much better performance, allowing you to reduce and simplify your infrastructure.
The use of broadband Internet connections in SD-WAN environment has many benefits, however for any enterprise, performance and reliability cannot be compromised. An SD-WAN solution must include all the functionality needed to meet these essential requirements that deliver outstanding performance and Quality of Service by:
•Actually improving the quality of the bandwidth you already have, instead of routing around it
•Enabling centralized control and administration of network-wide policies
•Providing detailed visibility into real-time and historical application and network trends
•Allowing for the modular deployment of WAN optimization to insure performance when you need it, where you need it
This all adds up to an enterprise-grade, performance-centric offering that allows your SD-WAN to rapidly connect users to the applications they need. Deployment times are reduced significantly and enterprises enjoy enhanced performance, visibility and control over the entire network.
OPNFV is an open community project developing solutions for transforming to Network Functions Virtualization (NFV) and Software Defined Networking (SDN). Learn the progress the vendor and service provider communities are making to accelerate the transformation.
Network segmentation is an effective strategy for protecting access to key data assets, and impeding the lateral movement of threats and cyber criminals inside your data center. With network virtualization, such as VMware NSX, now a reality it's now far easier and quicker to set up granular security policies for east-west traffic within the data center. Yet the added granularity of securities policies creates significant complexity.
Presented by renowned industry expert Professor Avishai Wool, this technical webinar will provide strategies and best practices to help organizations migrate and manage security policies efficiently within a micro-segmented data center.
During the webinar Professor Wool will cover how to:
· Identify and securely migrate legacy applications to a micro-segmented data center
· Effectively define and enforce security policies for East-West traffic
· Manage the micro-segmented data center alongside traditional on-premise security devices
·Identify risk and manage compliance in a micro-segmented data center
· Use network segmentation to reduce the scope of regulatory audits
· Identify and avoid common network segmentation mistakes
Are you a storage admins running business-critical workloads on vSphere? Replacing a traditional storage environment with hyper-converged infrastructure (HCI) solutions can give you a simpler, more efficient way to manage resources—and eliminate the guesswork that often leads to overprovisioning.
Learn what HCI can do to alleviate some pressure. We’ll discuss how VMware Virtual SAN 6.2 powers HCI with a new operational model for shared storage, including features that complement high-end SANS.
By offloading just one virtualized workload from SAN to Virtual SAN, you can save more expensive SAN or NAS for higher value workloads.
Topics in the webcast include:
-The advantages of VM-centric, policy-based storage
- Avoiding frequent storage requests for transient workloads
- Simplifying capacity planning by scaling compute and storage in tandem
- Focusing on optimizing production workloads
Easy to learn, and with the broadest set of consumption models, see how Virtual SAN hyper-converged storage powers radically simple HCI solutions that solve critical problems for storage admins.
In this webinar, Adam Dennison, SVP/Publisher, reviews insights from the new State of the CIO 2016 survey, and discusses top trends in investments, innovation and operational efficiencies that CIOs are prioritizing for the year.
Join Steven Thomas, Senior Consultant at Microsoft, specializing in Desktop and Application Virtualization as he talks with Flexera Software about best practices and developments with App V, as well as the future of application virtualization.
In this one hour webinar, we'll introduce the latest product enhancements to App Portal, including the new App Broker for ServiceNow that provides automation and governance over the software request process.