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itSMF USA is the definitive & authoritative source for the advancement of IT Service Management best practices.

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itSMF USA DevOps/Agile CoI - Introduction to DevOps Nathen Harvey "DevOps" is a term that has become mainstream enough to be hated, misunderstood, misused, and abused. But what is "DevOps"? And, more importantly, why should I care?

DevOps isn't a tool or a product. It's an approach to operations. By uniting development and operations teams to automate and standardize processes for infrastructure deployment, you get faster innovation, accelerated time to market, improved deployment quality, better operational efficiency, and more time to focus on your core business goals.

This presentation will explore the principles and forms of DevOps. I know DevOps when I see it and, soon, you will, too.
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Oct 7 2015 6:00 pm
75 mins
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  • KEPNER-TREGOE will talk about the role of Root Cause Analysis in the context of IT support functions, the pressures they face as well as the goals and needs for specific results when deploying different RCA and troubleshooting techniques. Furthermore, they will discuss the challenges of adopting new skills in high-pressure, complex, process-driven service environments and ways to overcome the gap between the theory of training and on-the-job proficiency via coaching and simulation.
  • KEPNERandFOURIE will explain the problem solving processes specifically designed for the IT environment. They will focus on the application of these processes to real world IT issues in which they have been involved. K&F will explain the importance of finding the technical cause of a problem/incident before trying to determine the Root Cause. They will also highlight the RCA application developed in conjunction with ServiceNow and available in their App Store.
  • Continuing Professional Development can play a key role in career advancement and open you up for potential opportunities. How much time to you dedicate to it depends on various factors. Is the return on investment worth it? Does it help advance your career? Maybe you are a career learner. Join Doug Tedder and Eddie Vidal and hear their opinions on on your drive home on September 22, 5 PM Eastern. Our guest, Julie Mohr, will also discuss her own professional development roadmap. To register for this podcast click on the following link;

  • In Higher Education you have unique issues. Working to fulfill the needs of academics, researchers, students, support teams and other enterprise groups can leave you feeling pulled in multiple directions. Decision – making authority is not always clear. A process culture may be seen as too “corporate” for your culture.

    Join ITIL Expert, Thom Salo, to cover seven steps you can take to work to build respect and buy-in for your IT service management initiatives and super-charge your customers. We’ll cover:
    • How to align with various departmental needs/goals.
    • Answer the question, “Why do we care about an ITSM program?”
    • Managing program expectations.
    • Doing what we say we’ll do!
    • Feedback – how to get it and use it.
    • How to get past “creating” and get on with “adopting and embracing.”
    • The role tracking of metrics will play.
  • A successful process improvement strategy will first begin by leveraging the Continual Service Improvement (CSI) model:

    •What is the vision?
    •Where are we now?
    •Where do we want to be?
    •How do we get there?
    •Did we get there?
    •How do we keep the momentum going?

    This presentation will provide a real life example of how to apply the CSI model in order to define a problem management improvement strategy. Joseph will discuss his improvement strategy and his approach of implementing process improvements to improve the maturity of problem management process. The goal is to share with other practitioners in the problem community of interest:

    •Real life techniques
    •Lessons learned
    •Sample artifacts
  • Do any of these comments sound familiar?

    - “Only the new people find value in our knowledge base.”
    - “Once our teams learn how to resolve something, they don’t need to use the knowledge base.”
    - “It takes longer to find it in the knowledge base than it does to figure it out.”
    - “Our knowledge base is out dated and cumbersome to use.”
    - "I’ll ask (insert name here), he / she will know the answer.”
    If so, you may be stuck in the knowledge-engineering rut. The Knowledge-centered-support methodology is a proven best practice that overcomes these challenges. Attend this session to learn about the KCS methodology and how you can use it to:

    -reduce the time to resolution
    -standardize answers to your customers
    -lower support costs
    -increase customer satisfaction
    -increase employee job satisfaction

    KCS becomes the way you resolve incidents, answer questions, share your knowledge with peer staff, and in short get people back to work. Because it is part of the Incident process, it is always current and accurate and enables your teams to continually support an expanding breadth of services.

    Additionally, you will hear about the journey of the University of Phoenix, and parent company Apollo Education Group, in moving out of old-school knowledge engineering, “ivory tower” knowledge approaches, and into the realm of real-time knowledge management – using KCS to empower front-line staff content administration, and manage knowledge by positive peer-to-peer relationships. We will discuss the use of the Knowledge-Centered Support (KCS) methodology in a highly-regulated business environment, to capture, structure, and reuse knowledge as new incidents occur and the business environment changes. Our chat will discuss the methods utilized, uncover the “ditches” to avoid, and present the metrics used to measure and prove success.
  • Learning Objectives:
    •Recognize the various models and standards applicable to value creation and how they fit in the overall framework architecture of an enterprise.
    •Understand the value of ISO standards, with particular emphasis on ISO/IEC 20000, within the enterprise context and how it can assist in creating value to stakeholders.
    •Identify approaches to implementing standards based on a recent ISO/IEC 20000 adoption case study.

    Navigating the field of frameworks and standards can be exhausting. Couple this with the pressures of creating value for the enterprise, and one can easily see how many service providers fall short of expectations when adopting frameworks and standards in their organizations. When driving towards creating value, consider a business approach to selecting the practices that are best suited for optimizing resources and risks that incorporates multiple standards. In this insightful presentation on frameworks and standards integration, explore the many models that are available today: what they are, how they fit, and why choose them. Most importantly, we will look specifically at frameworks and standards such as ITIL, COBIT, and several Bodies of Knowledge and ISO standards to provide a holistic approach to creating value and avoiding framework overload.
  • Ted's presentation will offer guidance on using the ISO/IEC 15504 Assessment Methodology to conduct a maturity assessment of your Problem Management Process as part of your Continual Service Improvement (CSI) initiative. As a flexible assessment solution, which can be adapted to a company of any size, an assessment using the ISO/IEC 15504 methodology provides the first step in a Continual Service Improvement initiative.

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