Adopting ITIL in many organization does not always work out as planned. There are organizations that try ITIL and say "ITIL is not for them". I say ITIL is for every organization. No organization has to adopt ITIL in it's entirety. Adoption does not mean apply ITIL concepts or technology and keep doing what you have been doing. Change needs to happen and one of the key elements of change is automation applied to the process areas. In this session, Anthony will explain common challenges and how to automate ITIL for service performance enhancement.Read more >
Automation can seriously improve your customer experience, but can you imagine replacing infrastructure BEFORE it breaks? The world of automation is not exclusive to DevOps, however, as we start to automate ITIL, DevOps may get the applause.
Join this webcast to discover how automation will impact ITIL and companies of the future.
ITIL, also known as the Information Technology Infrastructure Library, is the global standard for IT best practices. ITIL v3 Master Anthony Orr covers four areas of ITIL processes: Incident Management, Problem Management, Change Management, and DevOps. Be sure to download the ‘How to Apply ITIL Processes’ guide in Attachments, which contains detailed lists of ITIL Do’s and Don’ts covered in this webinar, along with additional ITIL resources. This session is a compilation of the four short ITIL webinars on our BrightTALK channel.Read more >
ITIL, also known as the Information Technology Infrastructure Library, is the global standard for IT best practices. In this short webcast, ITIL v3 Master Anthony Orr details what to plan for and pitfalls to avoid when implementing IT Change Management. He discusses the reasons why change management is important and how to direct it within your organization in order to reduce risk and support the overall strategy of the business. Learn best practices from ITIL from Author and Examiner Anthony Orr.Read more >
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 >
This session defines the differences and similarities of Agile and ITIL along with best practices for implementing Agile concepts into an ITIL environment.Read more >
Every service needs support. A key aspect of ITSM/ITIL is service support. IoT, Things need support and can help deliver better services for you organization. The key is understanding the architecture and the platform that is needed in order to take advantage of the synergies between IoT and ITSM/ITIL. In this session, Anthony will explain the next stage of ITSM/ITIL evolution that embraces the Internet of Things.Read more >
Lean, Agile, DevOps, ITIL and ITSM. Five powerful IT process domains all competing for your attention and budgets. Do we really need them all? Do we even need to pay attention to them? If so, do they play well together? This session will explore these questions by taking a look at each of these domains, exploring their commonalities and differences. But most important, this session will provide you with ideas on where the synergies lies that you need to exploit to stay on top of your ITSM game.Read more >
Service Integration And Management (SIAM) is a way of ensuring seamless delivery of service to your end users by utilising multiple IT service providers, working to a common framework.
But what is it? Where did it come from? Does it work? What, when you get right down to it, is it?
Join Peter Hubbard from Pink Elephant as he provides an overview of SIAM, how it works, how it integrates with other bodies of ITSM knowledge such as ITIL, and tips and tricks for successfully implementing it.
Too Much Process: How to Do ITIL Wrong.Read more >
Big things are happening in software. Agile Software Development and DevOps are delivering innovations at a rate never seen before. Prompting many to ask 'Is this the end of ITIL?'.
There is a perception that DevOps and ITIL cannot play well together. That an you must choose one over the other or risk catastrophic failure. This is simply not true.
Many do not realize that DevOps relieson core concepts and processes of ITIL to be successful. Ignoring this relationship means missing out on service improvements that may be introduced and developed by integrating key areas of the ITIL framework and the collective body of knowlege that is DevOps.
In this webinar we will take a close look at the simple things organizations can do to get most out of a balanced blend of traditional and modern IT practices.
Before attempting to adopt ITIL best practices, you have to get buy-in from your executives. How do you do that? Present ROI projections built on sound research! Watch this detailed case study on how to justify and obtain funding for your ITIL project.
Why watch this webinar:
-See a 4 step plan for a successful ITIL implementation project
-Identify ways to gain internal support and convince executives
-Discover how this customer built and validated ROI projections
A critical success factor in Digital Transformation is building out a compliance by Design approach that is proactive versus reactive. Join Jeanne Morain and special guests - Malcolm Fry - Industry Luminary for ITIL and Mark Bodman - IT4IT strategist to learn prescriptive guidance on designing in the automation of ITIL and other compliance frameworks into your Digital Transformation Strategy.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 >
Join this webinar to learn how your service desk organization can provide more value in light of the changing directions of IT and service management. While ITIL continues to be the most widely accepted approach to IT service management in the world, where and how to best adopt these industry best practices is widely debated. Overlaid on this are significant industry shifts including the broad digital transformation, agile and lean approaches, service management outside of IT, and complementary approaches for maximizing value across all of IT.
We’ll discuss IT4IT for managing the business of IT and provide recommendations to help you maximize the value provided by your service desk.
ITIL, also known as the Information Technology Infrastructure Library, is the global standard for IT best practices. In this short webcast, ITIL Author and Examiner Anthony Orr discusses best practices and common mistakes relating to implementing IT Problem Management processes within the enterprise. He also covers integrating your problem management processes with technology. Learn best practices from ITIL v3 Master Anthony Orr.Read more >
ITIL, also known as the Information Technology Infrastructure Library, is the global standard for IT best practices. Each stage of the entire ITIL Service Lifecycle provides value to the business. In this short webcast, ITIL v3 Master Anthony Orr discusses the Incident Management process as it relates to overall business strategy. He discusses the do's and don'ts in planning your Incident Management strategy. Learn best practices from ITIL from Author and Examiner Anthony Orr.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.
The commercial success of the IT service provider is based on its ability to provide customers with affordable, high quality IT services that provide good value for money.
The paradox is that the provision of affordable, high quality IT services may not be perceived as providing value and value for money by the customer if their service expectations have not been satisfied and their perceptions of the IT service provider have not been positively influenced.
Where customers don’t recognise the value provided then you become a cost which is a precarious position to be in.
The IT service management strategy needs to recognise that it needs a strategic approach that positively responds to the needs and expectations of their customers and provide the platform to ensure customers ‘see and feel’ the value and value for money provided.
In this session we consider the best strategic approach to achieve this.
This session will provide learning and guidance on:-
•The concepts of value in all its forms
•Customer expectations of the IT service provider (over and above meeting service commitments)
•Understanding the strategic approaches of Inside Out vs Outside In
•The benefits of taking a balanced approach to In shaping your ITSM strategy
•Defining an ‘Outside In’ strategy framework
•Practical guidance on how to implement an ‘Outside In’ approach within ITSM
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.
Organizations must create efficiencies, increase velocity, and at the same time reduce risk in their IT services.
LANDESKs ITSM Evangelist, Matt Hooper, will breakdown the differences between a DevOps ITSM approach & ITIL ITSM approach in the areas of People, Process, Technology & Suppliers. Using scenarios, we will compare the two approaches and discuss the pros & cons of each.
Ah, the Service Catalog. Every organization needs one, but few have one they truly love. It sounds so easy, doesn’t it? Create a menu of IT services, then communicate said menu to your customers. Done!
Sadly, the above scenario is a rare one. While most of our organizations have some semblance of a Service Catalog, it’s often a bit of mess, hasn’t been updated in a while, or lives in a perpetual state of almost done. If any of this sounds painfully familiar to you – or if you fall into the camp of not having a Service Catalog at all – be not afraid!
Why not? Because the BEYOND20 Catalog Doctors are here to help (trust us, *we’re doctors)! We’ve seen it all, and have helped strategize, design, and build countless Service Catalogs over the years. Our panel of catalog experts (or **doctors) will be sharing their knowledge, recommendations, and practical advice on how to quickly build a Service Catalog both you and your customers will love - with as little pain as is humanly possible.
*This is patently false. It couldn’t possibly be less true.
**Not doctors. Can’t stress it enough.
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.
Many organizations struggle with defining metrics for business and IT value. Metrics are disconnected from real value in such that after they are defined, no one either pays attentions to them or can make a decision relative to the metrics being reported on. In this session Anthony will discuss how to tie metrics to business and IT value for improved decision making. Including how metrics relate to IT projects and operational efficiency and effectiveness.Read more >