Service Asset and Configuration Management (SACM) is arguably the most difficult process to successfully implement. The presentation will cover in some detail the theory, its translation and the practice of implementing SACM as two separate processes (ITAM and SACM).Read more >
Should I implement ITIL v3? Or is v2 or v4 the right approach?Read more >
Best practices for designing, improving, delivering, and managing IT Service Management (ITSM) solutions are typically defined by the ITIL framework. Most ITSM solutions can be designed to meet ITIL recommendations; however, many organizations are still struggling to follow ITIL processes. This session will discuss best practices for adopting ITIL processes into an ITSM solution.Read more >
Auto Trader is the largest digital automotive marketplace in the UK with 65% of all used car transactions involving cars advertised on Auto Trader’s web services. As an online organisation it was critical to business strategy that Auto Trader find innovative ways to increase the speed and quality of their release cycles. To achieve these goals Auto Trader IT organisation had to leverage cutting edge automation and blend several best practice models for their own recipe and approach to enabling business results.
Join Andrew Humphrey as he discusses their service management journey over the past five years which has seen them start with ITIL, incorporate Lean principles, Agile development methods and DevOps automation. These incorporations have resulted in a highly flexible and capable support organisation that uses the best of breed approach from multiple disciplines to offer an enviable level of business support.
It’s been a while since we’ve had a significant portfolio development to talk about in the world of ITIL training, but that is all set to change with the launch of the ITIL Practitioner Certification for 2016!
Where ITIL Foundation focuses on the ‘what’ and the ‘why’, ITIL Practitioner shows ‘how’ to start adopting and adapting the ITIL framework within day-to-day situations and responsibilities, giving individuals more confidence in their ability to structure and contribute to ITSM initiatives.
Join Luci Allen, Head of Service Operations Pink Elephant EMEA, as she outlines how the ITIL Practitioner course provides individuals with a comprehensive toolkit of templates, guides and worksheets and adds value to ITSM improvement initiatives by incorporating good practice from other methodologies and frameworks such as DevOps and Lean.
Historically, the viewpoint of change management has typically been that it’s best left for organizations that rely on the established processes and guidelines of ITIL. However, continuous deployment methods and ideologies such as Agile IT, DevOps, and bimodal IT have ushered in a new era of high velocity performance that demand change controls to minimize risk, ensure compliance, and provide total visibility across the entire enterprise.
The question begs - Are traditional ITIL-based processes the only true way to effectively implement change management? Or can there be room in the Agile IT world for change tracking and regulatory compliance without becoming a hindrance to speed and productivity? Join George Spalding, EVP, Pink Elephant and Adam O’Brien, Product Marketing Manager, SunView Software as they tackle the tough questions regarding ITIL, DevOps, and change management within an Agile IT environment!
George Spalding is the co-author of ITIL® V3’s Continual Service Improvement core volume. George Spalding was recently awarded the 2012 Ron Muns Lifetime Achievement Award from HDI and is one of the world’s most insightful and engaging IT Service Management and Support experts. In addition to his extensive commitment to improving the industry, George spent several years as a consultant to the White House on technical presentations and White House conferences. He also coordinated technical presentations for members of the President's cabinet, the Smithsonian Institute, and the Federal Bureau of Investigation. George is an ITIL Expert, he is a regular author of IT articles and white papers, and is a presenter at global ITSM conferences and events.
Given ITIL’s ability to integrate with other forms of complementary best practice guidance, it makes sense to complement ITIL with a proven, well-established standard of best practices for support centers. That complementary guidance is the HDI Support Center Standard.
Attend this webinar to learn more about how ITIL and the HDI Support Center Standard can help your support center rise to meet the challenges of an increasingly global, less platform-centric technology landscape.
Whether your organization in the middle of a long running ITIL implementation that is failing to deliver the benefits or you are playing with DevOps to solve the problems of continuous innovation that ITIL doesn't solve, it is clear the ITIL framework must evolve.
This webcast focuses on the current state of ITIL in today’s IT-enabled businesses and explores some of the challenges ITIL faces as businesses demand more agility and rapid-time-to-market from their IT organizations, and why there’s hope for ITIL.
This session is approved for 1 priSM Professional Development Unit (PDU) credit.
"We have decided that we should adopt ITIL as a framework of best practices for managing our IT Services. But where should we start?"
This webinar will help you to avoid undesirable situations and to foresee the main obstacles that you can expect when trying to keep the whole service lifecycle under control from the beginning. A set of simple recommendations will help you to effectively out in place the processes that will turn your IT organisation into a controlled environment according to the best practices described by ITIL.
New disruptive trends are challenging IT service providers to rethink the way they plan, deploy and deliver services. Today’s IT must deliver a world class “user experience” while allowing for more frequent and rapid application deployment that supports multiple channels with strong consideration to cloud, mobility, consumer experience and more.
This session will discuss the delivery of a high performance “support center” that can help an IT organization meet these challenges by leveraging ITIL and other good practice guidance as the IT organization transitions from reactive service support to being a proactive service provider.
This session is approved for 1 Continual Professional Development (CPD) priSM credit.
The recent (well within last few years) usage of Agile project management approach to deliver business driven requirements faster has presented a few issues to IT Service Management and in particular the integration with ITIL processes. Agile practitioners say of their methodology that it is lean, adaptive, delivering fast and relevant results for the customer through rapid development. In direct contrast, the ITIL practitioner will seek security, availability and stability of a Service through the control and management of change and risk to the live (production) environment. This webinar looks to introduce some of the issues and perhaps suggest some ways to overcome them.Read more >
This session will focus on the skills that are required within an organisation to deliver the New Style of IT (NSOIT) and the associated Service Management design. Tony will not only define the skills but explain why these skills are required. To do that the session will go back to some of the basics from the inception of ITIL and will explore why some organisations and individuals seem to believe the outdated idea that “ITIL is ITIL is ITIL”.Read more >
How does ITSM Goodness fit in with the ITIL framework?
Is it an approach that can be taken without using ITIL or does it require prior knowledge of this?
How can ITSM Goodness add value to an ITIL process or toolset implementation ?
This session looks at these questions and explores the relationship between ITIL (process and lifecycle) areas and the straightforward approach as defined in the ITSM Goodness 7 Steps. It maps out the areas of overlap and parity, plus some areas where ITSM Goodness is clearly different.
Certainly, one key goal of ITSM Goodness is to achieve simplicity and clarity by deconstructing and summarising key elements in ITIL. The ITSM Goodness approach aims to reduce the content and IP associated with ITIL - at the same time it also clearly references some key ITIL processes. ITSM Goodness also covers more of an implementation and transformational approach, including Organisational Change Management.
This session will be of value to both the experienced ITIL practitioner and the Devops/Agile/JDI crew alike.
ITIL is a registered trademark of Axelos.
This presentation will put ITIL in its rightful place as the framework around which IT will ensure the control elements within their strategy remain managed and secure. Increasingly forward-thinking IT organisations know they need to become the services broker as the business, end-users, customers and suppliers demand a different experience of IT, where these stakeholders are looking to exploit every technology advantage available to them; whether for commercial gain or smarter working. One thing is for sure, anyone submitting an IT strategy as part of a 3 or 5 year business plan, where ITIL remains the dominant best practice and no collaboration exists across the wider business, will be out-of-date and based upon hope.Read more >
Today we are on the verge of an Inflexion point in the ITSM Industry that the shaping of the future lies really in our hands as practitioners, consultants and fellow professionals to build a great community. Recent trends of ITIL Manifesto, SM Congress, Taking Service Forward have garnered more people to join hands.
This edition would focus on the overall trends, opportunities and challenges in the ITSM space and how each one of us can shape the future of ITSM by working in collaboration and create best practice framework that could sustain for years to come.
ITIL v3 was released approximately four years ago and since that time, technology has progressed rapidly with a prime example of this being the adoption of cloud computing and the impact of social networking.
This interactive panel session looks at the gaps in ITIL v3 and suggests additional items that could be included in ITIL v4, or that at the very least should be considered as part of your current or future service management implementation.
Vernon Lloyd, International Client Director, Fox IT
Stephen Mann, Senior Analyst, Forrester
Lisa Perri, Senior Manager, VMware
Alim Ozcan, Transformation Consultant, Best Practices Consulting (Moderator)
The breadth and depth of the ITIL framework makes implementing it a daunting prospect. Which areas need to be implemented first, and what are the key benefits? How do I involve my service providers and internal stakeholders in the change process? How can I deliver benefits fast enough to prove to management that there will be a good return on investment? This thought provoking primer looks at the way in which systems development projects are addressing similar challenges by taking an agile delivery approach, and asks: What can you learn when designing your ITIL implementation project?Read more >
In this webinar the presenter will elaborate on a CSI case study, applying fundamental principles and instruments from ITIL, Agile, Scrum, Lean, Kanban, and…common sense.
It is a real life example of how CSI can help an organization to achieve its strategic objectives and deal with dynamic markets. It emphasizes the need to integrate CSI as an indispensable part of BAU (Business As Usual), instead of a separate process or function.
In doing so, the presenter will illustrate which principles, methods and instruments have been applied, which lessons were learned and how the required cultural and behavioral change was realized.