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    • DevOps/Agile COI: Putting the "Ops" into "DevOps" DevOps/Agile COI: Putting the "Ops" into "DevOps" Robert Stroud, John Clipp Recorded: Apr 7 2016 6:00 pm UTC 62 mins
    • Please join the DevOps / Agile CoI for a BrightTalk Session, “Putting the “Ops” into “DevOps”, scheduled for 2PM EDT on Thursday, April 7, 2016.



      DevOps is the blending of tasks performed by a company's application development and systems operations teams in order to deliver on the IT promise of agility and elasticity to meet business demands. Unfortunately, to date, this has been more about accelerating “Dev” and less about the “Ops”. Agility and velocity does not mean the abandonment of good practices, rather mandates the transition of the ops role from one of managing physical infrastructure, to managing their infrastructure as code. To do so effectively, operations will build infrastructure as code, similar to the Dev community and leverage automation tools to facilitate transition to production using modern automation tools.



      Robert Stroud of Forrester who focused on the SDDC and IaC will discuss the impact of DevOps on your existing Change and Configuration management process and how you can leverage IaC and DevOps for agility and elasticity.

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    • 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 Upcoming: Sep 29 2016 8:00 pm UTC 60 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.

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    • 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 7:00 pm UTC 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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    • 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 6:00 pm UTC 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.

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    • itSMF USA DevOps/Agile CoI - Introduction to DevOps itSMF USA DevOps/Agile CoI - Introduction to DevOps Nathen Harvey Recorded: Oct 7 2015 6:00 pm UTC 50 mins
    • "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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    • Higher Ed CoI - How to Build Respect for your Higher Ed ITSM Program Higher Ed CoI - How to Build Respect for your Higher Ed ITSM Program Thom Salo, Executive Consultant, Delivery Manager, G2G3 Recorded: Sep 22 2015 6:00 pm UTC 50 mins
    • 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.

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    • ISO/IEC 20000 CoI - Avoid Best Practice Exhaustion! &  Update on ISO Revision ISO/IEC 20000 CoI - Avoid Best Practice Exhaustion! & Update on ISO Revision Mark Thomas and Deborah Anthony Recorded: Apr 30 2015 11:00 pm UTC 56 mins
    • 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.

      Synopsis:
      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.

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    • Higher Ed CoI - The Knowledge-Centered Support (KCS) Difference, and Its Impact Higher Ed CoI - The Knowledge-Centered Support (KCS) Difference, and Its Impact Host: Edward Gray - Speakers: Rae Ann Bruno, Stephenie Gloden, Steve McMillan Recorded: Jul 21 2015 6:00 pm UTC 61 mins
    • 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.

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    • More and Better Referrals from Centers of Influence More and Better Referrals from Centers of Influence Matt Anderson, The Referral Authority Recorded: Apr 3 2012 5:00 pm UTC 45 mins
    • All advisors have some quality relationships with people who could open some great doors if they were asked effectively.

      Given that it’s virtually a free way to market, and given how much we love COI referrals (because now someone else is telling others to meet with us), why are our results often so weak?

      How do you tap into great referral opportunities from other professionals, friends and family, and/or top clients?

      It’s time to get these referral opportunities going. Join us to find out how other advisors:
      *Decide who the best COIs are
      *Build these relationships so that the COI is open to help them
      *Coach their COIs so that they get the referrals they want
      *Develop a system to keep the referral flow more consistent

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    • Fearless Referrals from Centres of Influence Fearless Referrals from Centres of Influence Matt Anderson, The Referral Authority Recorded: Jan 6 2011 3:00 pm UTC 46 mins
    • Fearless Referrals from Centres of Influence: A system to get high quality referrals on a consistent basis

      All advisers have some quality relationships with people who could open some great doors if they were asked effectively. Given that it's virtually a free way to market and given how much we love COI referrals (because now someone else is telling others to meet with us), why are our results often so weak?

      How do you tap into great referral opportunities from other professionals, friends and family, and/or top clients?

      It's time to get these referral opportunities going. Join us to find out how other advisers:
      - Decide who the best COIs are
      - Build these relationships so that the COI is open to help them
      - Coach their COIs so that they get the referrals they want
      - Develop a system to keep the referral flow more consistent

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    • Enterprise DevOps – Lessons Learned Enterprise DevOps – Lessons Learned John Clipp - Jason Walker Recorded: Jan 27 2016 6:00 pm UTC 61 mins
    • Please join the DevOps / Agile CoI for a BrightTalk Session, “Enterprise DevOps – Lessons Learned”, scheduled for 1PM EST on Wednesday, January 27, 2016.

      DevOps is a cornerstone to concepts used to drive the implementation, with continuous integration and delivery as methods to deliver the actual solution. In a large enterprise, there are many front-end and back-end systems/processes that need to "talk". This presentation focuses on highlighting and breaking down the silos that exist in order to redirect energy and attention on (the more important) outcomes that are generated from lighter methods to delivery IT systems. This includes establishing similar light weight methods for all groups in the organization to publish updates and changes in the environment with, again, a focus on the values, practices, and outcomes.

      Jason Walker, the Lead DevOps Engineer at Target Corporation, will discuss many of the lessons learned and best practices during the adoption of DevOps at Target.

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    • The Top 5 Things You Can Do Now to Get More and Better Referrals The Top 5 Things You Can Do Now to Get More and Better Referrals Matt Anderson, Founder, The Referral Authority Recorded: Mar 6 2013 6:00 pm UTC 45 mins
    • Is referral business a key and favorite source of new revenue for your company? If you'd like more and better referrals, Matt Anderson, president of The Referral Authority, will cover the five things that you can do differently than everyone else in business development to ensure a much stronger inflow of referrals. No more average results or simply 'hoping' good customer service will suffice.

      In this workshop you will learn that:
      *You can ask for more of what you want
      *You can be more clear about what you want
      *You can help others open doors for you more effectively
      *You can be more strategic with and better leverage key centers of influence
      *You can be more of the person who gets a lot of referrals and business as a result

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    • Referral Best Practices for 2013 Referral Best Practices for 2013 Matt Anderson, The Referral Authority Recorded: Feb 19 2013 3:00 pm UTC 46 mins
    • Since 2002 Matt Anderson, The Referral Authority, has been fine-tuning referral systems that can work for any financial adviser willing to do the press ups.

      This webinar will cover the best ideas he has to help you generate more revenue this year in the most rewarding manner - by having others endorsing you.
      You will learn:

      1. The keystone habits to be most consistent with asks and be more comfortable with asking for referrals
      2. A simple 4 step system to get more referrals from clients and centres of influence (COIs).
      3. How to refine your introducer list from 100 to 20
      4. The most useful questions to use to identify opportunities with clients and introducers
      5. The best tracking tools to measure your progress

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