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IT Service Management

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  • An emergent approach to Continual Service Improvement An emergent approach to Continual Service Improvement Mark Smalley, The IT Paradigmologist, ASL BiSL Foundation Recorded: Nov 18 2016 40 mins
    Continual Service Improvement is usually based on the plan–do–check–act (PDCA) cycle. PDCA emerged in the manufacturing era with much emphasis on statistical control. But what if the nature of the environment is more emergent than deterministic? Can the PDCA cycle still be applied and if so, how?

    This presentation explores the diverse nature of (organisational) systems, focusing on the relationship between cause and effect. It is based on Dave Snowden’s sense-making Cynefin framework. Snowden distinguishes between 4 system domains. In the Obvious and Complicated domains, systems are predictable; whereas in the Complex and Chaotic domains, they are not.

    The main takeaway from this presentation is a better understanding of the nature of systems, and knowing how best to act within the PDCA cycle.

    BIO

    Mark Smalley, also known as The IT Paradigmologist, is specialized in Application Management and Business Information Management. Mark is an IT Management Consultant at Smalley.IT and Ambassador at the ASL BiSL Foundation. He is also affiliated with AllThingsITSM, APMG International, BrightTALK, BRM Institute, GamingWorks, IT4IT Forum, ITPreneurs, Pink Elephant, Taking Service Forward, Topconf, and Van Haren Publishing. Mark has reached out to thousands of IT professionals at more than 100 events in more than 20 countries. Connect with him @marksmalley & www.linkedin.com/in/marksmalley.
  • Continuous Is Great Continuous Is Great Daniel Breston, Business Technology Transitionologist, Ranger4 Recorded: Nov 15 2016 33 mins
    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.
  • Where’s the value in CSI if your customers don’t recognise it? Where’s the value in CSI if your customers don’t recognise it? Ian MacDonald FBCS CITP FISM Recorded: Nov 15 2016 50 mins
    In this session we explore the concepts of ‘value’ and the challenges facing IT service providers in conveying the value being provided from their IT services and the capabilities of their people. Where customers are unsure of the value provided, then this brings into sharp focus cost and value for money.

    A CSI strategy based on a ‘Marginal Gains’ approach recognises that with existing IT services there are always opportunities to add value to the customer from low or no cost enhancements. However, there is no value in CSI if your customers don’t recognise it.

    The benefits of CSI need to be communicated and explained in business and customer terms to all relevant stakeholders. This requires the IT service provider to recognise the strategic importance of managing customer perception and developing a communications strategy that provides timely, targeted and relevant information to customers on the value being provided.
  • Get self-service of passwords with HPE Service Anywhere – FREE Version! Get self-service of passwords with HPE Service Anywhere – FREE Version! Finn Jensen, FastPassCorp Recorded: Nov 10 2016 46 mins
    Service Desk Institute has just published a new report on corporate self-service of passwords. The report reveals significant difficulties for a majority of large companies when introducing self-service of passwords for end-users. At least 5 major problems cause users to reject self-service.
    This Webinar will highlight the results, and present the successful best practices from FastPassCorp, which enables customers to reach 75-90% adoption.
    The FastPassCloud solution can be delivered together with HPE Service Anywhere and Service Manager.
  • The Zen of Support! The Zen of Support! Jeff Rumburg, Managing Partner at MetricNet Recorded: Nov 8 2016 63 mins
    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
  • Modernisieren Sie Ihr Change Management & minimieren gleichzeitig das Risiko Modernisieren Sie Ihr Change Management & minimieren gleichzeitig das Risiko Silke Radde (Sr Solution Engineer) and Jens Kindgen (Sr Solution Engineer) Recorded: Oct 27 2016 39 mins
    Durch neue Technologien ändert sich die Welt um uns herum immer schneller, was auch größere Auswirkungen als jemals zuvor mit sich bringt. Zum Beispiel stellt das Konsumieren von Unternehmens-IT die gängige Arbeitspraxis vor neuen Herausforderungen. Auch die enormer Ausbreitung von Geräten und Endpunkten führt dazu, dass sich Unternehmen mit Internet of Things Strategien beschäftigen müssen. Zudem werden durch Virtualisierung und Cloud Technologien neue, revolutionäre Wege eingeleitet, wie wir heutzutage Services konsumieren. Aber, das Handhaben von komplexen Infrastrukturen ist schwierig, ein erfolgreiches Managen von Änderungen (Changes) über diese vielschichtige Infrastruktur hinweg kann ein “Alles oder Nichts” für ein Unternehmen bedeuten.

    Hier nun die richtige Balance zwischen Agilität und Kontrolle zu finden, ist extrem kritisch für eine IT Organisation, die sowohl das Ziel hat, Risiko zu minimieren aber dennoch Business zu ermöglichen.

    Dieses Webinar stellt die entscheidenden Grundlagen für einen neuen, modernen Ansatz im Change Management dar (der ebenfalls die Bereiche Configuration und Release Management tangiert), um es IT Abteilungen zu ermöglichen, Changes effektiver durchzuführen:
    - Sinnvolle Automation: Eliminieren des Risikos und dies lieber früher als später durchführen
    - Von Daten zu Einblicken gelangen: bessere Entscheidungsfindung mit kontextabhängigen Daten
    - Gelegenheitsnutzer besser unterstützen: Einfache und intuitive Benutzererfahrung unterstützen
  • 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!

    Speakers:
    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.