Psychic Powers Not Required - Balancing Demand & Capacity Mngmt
Unless your IT Department is staffed with clairvoyants, you’ll need two ITIL processes to balance business demand for services and IT capacity. Attend this BrightTalk presentation with Senior Consultant, Certified ITIL Expert and Author Jill Knapp of Knapp I.T., Inc. to learn how two processes, Demand Management and Capacity Management, work hand-in-hand to match IT capacity with the current and future needs of the business.
Jill Knapp is a Certified ITIL Expert, a Distinguished Professional in Service Management, and the author of ITIL V3 Foundation Exam Video Mentor (Pearson/InformIT, 2010). She is also the President of Knapp I.T., Inc., a small but mighty IT Service Management training and consultancy firm based in Wilmington DE.
RecordedMay 25 201148 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.
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
With the relentless speed of innovation in data center technologies, how do you decide on your next step? Virtualization is being applied to every aspect of the data center, and it’s critical to first understand what makes sense for your business and why.
Join us for an open panel of NSX top influencers as they engage in a no-slide webcast conversation. They’ll kick off the session with a discussion on network virtualization and how it completes the virtualization infrastructure; how they see the evolution of the data center progressing; and the role of fluid architectures.
Don’t miss this opportunity to learn from industry experts as they share their valuable insights with the IT community.
Build a fundamentally more agile, efficient and secure application environment with VMware NSX network virtualization on powerful industry standard infrastructure featuring Intel® Xeon® processors and Intel® Ethernet 10GB/40GB Converged Network Adapters.
Cities around the world are transforming their increasingly congested landscapes into safer, smarter, and more sustainable environments that better serve their residents and visitors alike. These “smart cities”, are enabling a continuous exchange of information between devices, infrastructure, networks and people, creating immense possibilities for the broader Internet of Things (IoT) ecosystem and the communications industry.
Here in the U.S., recent partnerships between the Federal government and private industry are helping to advance smart city solutions and deployments including the U.S. Department of Transportation’s Smart City Challenge and the recently announced White House Advanced Wireless Research Initiative. We’re just scratching the surface of the innovations to come.
But what truly makes a city smart? What applications and solutions are currently being deployed and what more will be developed? What types of critical network infrastructure needs to exist in order to enable a more connected society? What role will fiber, sensors, LPWANs, densified small cells and DAS, massive MIMO, and other solutions play as these networks deploy? How can we protect the data being transmitted around the city? What lessons have been learned thus far and are there business opportunities and models to support expectations of market growth? And how best can local governments and citizens be educated to understand the importance of smart city initiatives and potential return on investment?
Speakers from AT&T and SAP will delve into these questions and more during the live webcast. We also welcome your questions, so get ready to bring them into the mix.
Michael Zeto, Director of Smart Cities, AT&T
Josh Waddell, Global Vice President, IoT Strategy, SAP
Steve Brumer, Partner, 151 Advisors
Limor Schafman, Director of Content Development, TIA
Um im Zeitalter der digitalen Transformation überleben zu können ist eine klare Service Orientierung unabdingbar. Im Fokus steht die zu erbringende Leistung bzw. der Nutzen den sie erzeugt. Die sogenannten „Digital Natives des 21. Jahrhunderts“ wie amazon, Tesla oder airbnb nutzen die Mechanismen des digitalen Zeitalters nicht nur um neue Märkte zu erschließen, sondern auch um nachhaltig die Spielregeln traditioneller Märkte zu verändern.
Wer mithalten möchte, kann nicht mehr dem alt-bewährten Build-to-Order Ansatz folgen. Überleben werden jene Unternehmen, die es schaffen, Services schnell, agil und kostengünstig zu produzieren. Über Jahre gewachsene, hybride IT Landschaften machen die Umsetzung dieser Aufgabe aber nicht leichter.
Lernen Sie in diesem Webcast, was sich hinter „Service Design Thinking“ verbirgt und welchen Weg es gibt, um diese Herausforderungen erfolgreich zu meistern.
SD-WAN can dramatically reduce cost and increases the ability to rapidly bring new services online, connecting users to all types of applications, and speeding up time to market. But the idea of re-architecting the WAN can be daunting and the decision to adopt an SD-WAN solution can be a difficult one.
Join renowned network expert Ethan Banks, Co-Founder of Packet Pushers, and Rolf Muralt, VP Products Management SD-WAN at Silver Peak, in a webinar that discusses the SD-WAN market, lessons learned, and what features to be on the lookout for as you make your decision. They will discuss issues around technology selection and deployment, including:
· How a zero-touch, hybrid or SD-WAN can leverage multiple connectivity forms
· Ways to prioritize and route traffic across different connections
· Quality of Service (QoS), and how to maintain 100% uptime
· Best practices for transitioning with minimal impact on budget and resources
· Real customer examples that demonstrate different deployment stage and benefits
Traditional performance testing typically requires that all components of the application are “completed,” integrated and deployed into an appropriate environment. This results in testing not being done until late in the delivery cycle or sometimes skipped entirely. Which can then lead to a less then optimal user experience, expensive rework and potential loss of business.
Many organizations are adopting service virtualization to overcome the key challenges associated with performance testing. During this session see why and specifically how service virtualization:
•Enables you to do testing early in the dev cycle by simulating unavailable production systems and missing components
•Helps you control the inputs (like response times and 3rd party system responses) so you can do more negative and exploratory testing
•Provisions performance test environments “in a box” for on-demand testing
•Works with CA APM so that you can monitor an app during a load and performance test and see how the app reacts
Applications - the lifeblood of modern business - can be in a sorry state of affairs given today's forced alignment with server, OS, and storage boundaries. This can not only cause deployment delays and complexity, but it also results in underutilized hardware and inflated operational costs. There is a drive to embrace new technologies and methodologies in the enterprise, but this presents significant challenges. Limited application-awareness at the infrastructure level makes it nearly impossible to deliver on the promised SLAs and the tight coupling of applications and underlying operating software (OS or hypervisors) compromises application portability as well as developer productivity.
A growing number of enterprises are turning to application containers to support more efficient and effective development and deployment in an application-centric IT paradigm. By abstracting applications from the underlying infrastructure, containers can simplify application deployment, and enable seamless portability across machines and clouds. Containers can also enable significant cost savings by consolidating multiple applications per machine without compromising performance or predictability. Join us to learn more about container adoption in the enterprise and how a container-based server and storage virtualization environment can help take your software-defined datacenter transformation to the next level of an application-defined datacenter.
Featuring speakers from F5, Illumio, Nutanix, Rubrik, and Workspot. Compare and evaluate 4 leading hyperconverged platform-optimized solutions that expand the capabilities of the Nutanix enterprise cloud platform: F5 application delivery, Illumio adaptive security, Rubrik data protection, and Workspot VDI.
• Workspot's cloud-native, infinitely and instantly scalable orchestration architecture (aka VDI 2.0) enables enterprise-class VDI deployment in hours, in which you can use all your existing infrastructure (apps, desktops and data).
• Rubrik eliminates backup pain with automation, instant recovery, unlimited replication, and data archival at infinite scale -- with zero complexity.
• Visualization 2.0 from Illumio shows you a live, interactive map of all of your application traffic across your data centers and clouds, and identifies applications for secure migration to the Nutanix platform.
• F5 delivers your mission critical applications on an enterprise cloud that uniquely delivers the agility, pay-as-you-grow consumption, and operational simplicity of the public cloud without sacrificing the predictability, security, and control of on-premises infrastructure.
The constant barrage of application connectivity and security policy change requests, not to mention the relentless battle against cyber-attacks have made the traditional approach to managing security untenable. In order keep your business both agile and secure – across today’s highly complex and diverse enterprise networks – you must focus your security management efforts on what matters most – the applications that power your business.
Join Joe DiPietro, SE Director at AlgoSec on Tuesday, July 26 at 11am EDT for a technical webinar, where he will discuss an application-centric, lifecycle approach to security policy management – from automatically discovering application connectivity requirements, through ongoing change management and proactive risk analysis, to secure decommissioning – that will help you improve your security maturity and business agility. During the webinar, Joe will explain how to:
• Understand the security policy management lifecycle and its impact on application availability, security and compliance
• Auto-discover and map business applications and their connectivity flows – and why it’s important
• Securely migrate business application connectivity and security devices to a new data center
•Get a single pane of glass that aligns application connectivity with your security device estate
• Identify risk and vulnerabilities and prioritize them based on business criticality