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itSMF USA

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  • Security, ITSM & IoT
    Security, ITSM & IoT Jenny Geisler Recorded: Apr 12 2017 60 mins
    As the world of connected devices continues to grow, organizations must be aware of and have the capability of managing all devices that are on their networks.  Now more than ever this includes devices that aren’t owned or operated by IT.  Operational Technology (OT) present on your network can contain serious vulnerabilities and increase the risk to your organization.  ITSM teams play a critical role in bridging the conversations between IT Operations, Information Security, Risk Management, and the business teams that own operational technologies that help to secure their organizations. 
     
    The presentation today will focus on the issues facing Security and Risk Management teams and how ITSM teams can provide solutions.

    Jenny Geisler is a Senior Consultant and Security Capability Leader with Aeritae Consulting Group, Ltd. She has her ITILv3 Master’s certification and has more than 20-years’ experience working on projects focused on governance, process, controls and compliance for many of the Minnesota-based Fortune 500 companies.
     
  • Using Proactive Problem Management to Reduce Monitoring Alerts and Noise
    Using Proactive Problem Management to Reduce Monitoring Alerts and Noise David Banghart Recorded: Feb 8 2017 53 mins
    In ITIL, Reactive Problem Management is instinctively easier to understand and perform. Proactive Problem Management is murkier. David Banghart presents a concrete example of a successful Proactive Problem Management initiative focusing on server and network devices monitoring alerts. Using collaboration, facilitation, persistence, and data this initiative resulted in a significant decrease in alerts, server / device P1/P2 incidents, and support email / ticket noise.
  • The Three Most Missing Processes
    The Three Most Missing Processes Greg Rowe Recorded: Nov 18 2016 24 mins
    Enjoy a fascinating topic over lunch on a Friday.
  • The Seventeen Real Processes
    The Seventeen Real Processes Greg Rowe Recorded: Nov 4 2016 30 mins
    Surveying the process diagrams in ITIL reveals seventeen processes with flowcharts, unlike the other nine. What's unique about them? This presentation puts it all together into a process reference model of what really works across the Service Lifecycle. It also organizes them into four logical sets and functional groups so you can flexibly grow process maturity in any direction under simplified leadership
  • The Seventeen Real Processes
    The Seventeen Real Processes Greg Rowe Recorded: Oct 28 2016 30 mins
    Surveying the process diagrams in ITIL reveals seventeen processes with flowcharts, unlike the other nine. What's unique about them? This presentation puts it all together into a process reference model of what really works across the Service Lifecycle. It also organizes them into four logical sets and functional groups so you can flexibly grow process maturity in any direction under simplified leadership
  • Higher Ed CoI | Crossing the River With My Dragon
    Higher Ed CoI | Crossing the River With My Dragon Mary Therese Durr, Director of Computing Support and Service Management at Boston College Recorded: Sep 29 2016 35 mins
    An IT support professional’s perspective on change.

    Ever wonder why change is so hard. Join us as Mary Therese Durr, Director of Computing Support and Service Management at Boston College shares her experience with change and the dragon that impedes acceptance.

    Mary Therese Durr is the Director of Computing Support and Information Technology Service Management at Boston College. Mary entered the technology field over twenty-five years ago as a computer programmer. She has moved from software development to computer lab management to networking to systems management and lastly to directing those who do all the real work. Her specialty is discovering people’s strengths. Mary has her Master's in Education, Research, Measurement, and Evaluation from the Boston College Lynch School of Education.

    The best way to engage all employees is through their managers. Therefore Mary includes in her responsibilities partnering with Information Technology Services (ITS)-Human Resources to build and support a management training program for ITS as well as consulting with management as needed.
  • Board Elections - Meet the Candidates!
    Board Elections - Meet the Candidates! Doug Tedder Recorded: Sep 26 2016 37 mins
    Join Doug Tedder and get to know more about the four candidates up for election for the itSMF USA Board of Directors.
  • Problem Management CoI - LeanIT Continuous Improvement for Problem Management
    Problem Management CoI - LeanIT Continuous Improvement for Problem Management Niels Loader, Principal Consultant, Quint Wellington Redwood Recorded: May 25 2016 61 mins
    Please join the itSMF USA Problem Management Community of Interest for a BrightTalk Session on “LeanIT Continuous Improvement for Problem Management”, scheduled for 2PM EDT on Wednesday, May 25, 2016.

    Problem management is one of the simplest and clearest of the ITIL processes, but very few IT organizations have the process working as ITIL describes it. In his presentation, Niels Loader will look at a number of issues associated with the process, such as performance measurement, the business case for Problem Management, the challenges of getting Problem Management working, the role of the Problem Manager and applying LeanIT principles to Continuous Improvement for your Problem Management Process.

    One of the key sources of improvements for ITIL processes like Problem Management comes from applying Lean principles. Niels would like to take you on a journey through insights that he has gained over the past years and, hopefully, help you to make your Problem Management more effective.
  • Higher Ed CoI: ITSM Process Analytics – Transparency and Tuning for your Clients
    Higher Ed CoI: ITSM Process Analytics – Transparency and Tuning for your Clients Jeffrey Toaddy Recorded: Apr 27 2016 60 mins
    If you're yearning for more than the built-in reports your ITSM suite provides, you are in the right place. Join us as Jeffrey Toaddy, ITSM Coordinator for Miami University, walks us down the rocky road to process scorecards and service metrics the rest of the IT organization and clients can understand.

    Speaker bio: Jeffrey is an ITIL Expert with over ten years of IT Service Management experience. He currently serves as IT Service Management Coordinator and Adjunct Instructor at Miami University in Oxford, Ohio. Miami's BI unit has been supporting University-wide decisions leaving Jeffrey and his colleagues to develop their own scrappy approach to coaxing complex conclusions from internal systems.

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