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    • Psychic Powers Not Required - Balancing Demand & Capacity Mngmt
      Psychic Powers Not Required - Balancing Demand & Capacity Mngmt Jill Knapp, Certified ITIL Expert, DPSM Recorded: May 25 2011 2:00 pm UTC 48 mins
    • 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.

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    • Change, Configuration and Release Mngt – Enabling Breakthroughs or Bottlenecks?
      Change, Configuration and Release Mngt – Enabling Breakthroughs or Bottlenecks? Margaret Hanlon, DPSM, PMP; itSMF USA Recorded: Nov 14 2012 5:00 pm UTC 44 mins
    • The stated purposes of Release and Deployment, Change, and Service Asset and Configuration Management, as defined in the IT Infrastructure Library (ITIL), are to:

      - Plan, schedule and control the build, test and deployment of releases, and to deliver new functionality required by the business while protecting the integrity of existing services
      - Control the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services
      - Ensure that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed.

      These are worthwhile endeavors and essential for the delivery of IT services.

      However, in reality, are the processes you have implemented enabling “beneficial changes” and breakthroughs for the business or are they merely creating bottlenecks? If there are bottlenecks, what can we do to reduce the level of bureaucracy while still protecting the integrity of the services?

      Join Margaret Hanlon of itSMF USA to learn how to identify the bottlenecks in these processes, reduce the bureaucracy, and provide value to the business.

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    • Higher Ed SIG - ITSM Governance in Higher Education
      Higher Ed SIG - ITSM Governance in Higher Education John Custy with host Matthew Wollman Recorded: Mar 22 2012 7:00 pm UTC 56 mins
    • Attend this itSMF Higher Education Special Interest Group (SIG) webinar to hear John Custy speak about the challenges ITSM practioners face in Higher Education while trying to implement, manage and improve ITSM processes and some ideas on how to address them.

      Speaker Bio: John Custy
      John Custy has more than twenty-five years of experience designing, developing, and implementing IT Service Management (ITSM) solutions, both as a practitioner and as a consultant. He has helped many organizations develop their service strategies and translate these strategies into functional business outcomes, resulting in improved IT and Service Management practices. John is a well-known speaker on service management and is an active contributor to service management programs.
      John received his BS from the University of Massachusetts Lowell and his MS in innovation and technology from Boston University. He is a member of the HDI Faculty and an ITIL-certified Practitioner and Service Manager, holding ITIL Expert, Lifecycle, and Capability certifications as well as ISO/IEC 20000 and ISO/IEC 27002 certifications. In addition, John has been recognized by itSMF as a Distinguished Professional in Service Management (DPSM).

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    • Service Catalog - 4 Decisions For Execution Success
      Service Catalog - 4 Decisions For Execution Success Ivanka Menken, Founder, The Art of Service Recorded: Nov 16 2011 7:00 am UTC 47 mins
    • What does it really take to make the execution of a service catalog a success? And what is it that the ITIL framework doesn't tell you?

      Find out in this practical and useful webinar with Ivanka Menken. Ivanka has authored over one hundred books including of some of the bestselling IT Service Management books of recent years. She writes a highly popular IT Service Management blog and is the founder of The Art of Service, a fast-growing IT Service Management education company.

      In October 2010, the itSMF USA Awarded Ivanka with the highest Professional Recognition for IT Service Management: Distinguished Professional in Service Management (DPSM CM).

      Her irrepressible speaking style and no-holds-barred blog have helped her create a large following around the world.

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    • Problem Management - Techniques & Methodologies
      Problem Management - Techniques & Methodologies John Custy, ITSM Consultant, JPC Group Recorded: Sep 20 2011 4:00 pm UTC 47 mins
    • Problem Management is a key process for improving service availability. In order to obtain value from the Problem Management it is necessary to understand some of the techniques and methodologies used to determine to root-cause, one of the key activities in Problem Management. This session will introduce you to the value of various techniques used in root-cause analysis: brainstorming, Structured Problem Solving, Pain Value, chronological, Ishakawa diagrams, and Pareto Analysis methodologies. Learn how to use these methodologies and understand which are appropriate to your environment.

      John is an internationally known educator and consultant. He has 20+ years of experience in architecting and delivering Service Management solutions. He holds an MSA in Innovation & Technology from Boston University, the ITIL v3 Expert Certification, ISO.IEC 20000 Consultant, ISO/IEC 27002 Advanced Certificate in Information Security Management and was recently recognized with as a Distinguished Professional in Service Management (DPSM). John is the Managing Consultant at JPC Group in Boston MA.

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