What's next in the world of IT service management? With a constantly evolving technology landscape and emerging business needs, there's much for ITSM practitioners to consider as they plan for the future. Join this panel of ITSM experts, and learn how the rise of artificial intelligence, along with a rapidly changing workforce demographic, will change IT service delivery as we know it. You’ll come away with a solid understanding of how the service desk needs to evolve, the opportunities and challenges AI presents, and practical steps for your IT team to take NOW in order to lay the groundwork for future success.Read more >
Organizations continue to regularly switch ITSM solutions, every 3-6 years according to industry analysts. It’s an unfortunate, unwanted, and expensive technology-investment cycle that needs to be broken by organizations.
Watch our webinar with renowned ITSM analyst, Stephen Mann, as he reveals what you should be focusing on in order to make the right ITSM-tool investment decision.
- Understand common issues that organizations encounter with ITSM selection, investment & use
- Get industry statistics on how ITSM requirements are changing
- Review ITSM selection & implementation issues that can hold organizations back
- Free 7-point checklist, with associated best-practice tips, for investing in a new ITSM tool that will improve your IT service delivery & support
- See first-hand how it all works on a real ITSM solution
Cybersecurity is fast becoming an ITSM challenge. Getting the upperhand takes understanding, resilience and the right tools.
Oded Moshe, VP Product from SysAid, hosts expert guests, Stuart Rance (ITSM & security consultant) and Ian Bugeja (Director Product Management, GFI Software), to answer questions so you can start to increase your cyber defenses not only from external, perimeter threats but also from internal threats and unintentional exposures.
More and more large organisations, both commercial and government, are embracing the concept of Service Integration and Management (SIAM) to manage their extended IT organisation. This webinar will focus on one of the many decisions to be made when moving to a SIAM approach including whether the SIAM function itself should be outsourced or kept in house. It will also focus on how to make your ITSM toolset correctly support your SIAM function.Read more >
Government agencies require precise planning and support when it comes to software implementation. Carefully navigating the intricacies of regulations and mandates, organization structure, lobby groups, and complex contracts is essential for success.
Join Tracy Barnes, of STRITCO, as he discusses his experience implementing Cherwell service management within the public sector. Tracy will share the specific challenges experienced during public sector ITSM implementation and provide practical, actionable solutions that have proven to improve performance within IT, HR, Purchasing, and Finance departments.
About Tracy: Tracy was the project manager for the successful ISO/IEC 20000-1:2005 certification at the Florida Department of Revenue. The first state government agency to be certified in the United States. Tracy has achieved the following certifications: ITIL Expert, PMP, Executive Consultant/Manager in ITSM according to ISO/IEC 20000, Six Sigma Green Belt, Internal Audit Certificate in ITSM according to ISO/IEC 20000-1:2011, and is a Certified Public Manager.
Service Asset and Configuration Management (SACM) has been in the core of IT Service Management since the very beginning. As the world changes and different isms come and go, SACM not just remains important but it becomes ever more important. In this presentation we will cover fresh perspectives e.g.:
- How SACM is key capability when doing Service Integration and Management;
- How Agile method ideas and SACM fit together;
- How evolvement of technology has affected the perspective what needs to be managed with SACM;
- How SACM is one of the best friends of Privacy and the coming GDPR legislation;
- What are the current challenges in developing SACM and getting the benefits.
SACM is even more relevant today as it was before. As the world changes also SACM needs to develop. Welcome to hear fresh thoughts about hoe to manage the core information that your IT Service Management runs on.
Lari Peltoniemi has worked within IT Service Management for 15 years and 12 years of that with Service Asset and Configuration Management. He has helped both IT Service consumer and IT Service Provider companies and organizations to successfully utilize SACM to enable it ITSM, IT and Business goals of organization. Lari has worked with many of the major tools and his expertise covers industries widely from MSP IT service providers, Telecom, Banking and Finance, Energy, Education and Public Sector. Lari works as consultant and trainer on ITIL, CMDB and ITSM area in general.
Traditional IT (desktops, laptops, etc.) markets are declining, the usage of traditional Operating Systems is declining; more and more organisations are moving to flexible work patterns and locations, mobile devices and IoT are on the rise, productivity tools have already shifted to a “anywhere, anytime and on any platform” approach.
This session will provide an overview of how we have merged Agile ITSM and SIAM in a Service Catalogue responding to and anticipating our customers’ requirements covering the Enterprise Managed Mobility (EMM) space.
"Versatile PRINCE2 Agile and ITIL V3 certified professional, with over 15 years' experience spanning from service delivery to service design and exposure to multiple medium to large client environments, I focus on implementing the company's vision and translating it into innovative service offerings by building viable, robust and scalable ITIL processes.
Since IT is primarily “Knowledge Work” it’s critical we understand our productivity vs. the value we create. Time is the key factor in calculating productivity. It is also important to know what value-added vs. non-value activities consume our time.
Leading organizations are tapping into a new Lean IT measurement model to better understand how to measure throughput, efficiency, effectiveness and quality of ITSM services.
There are three common measurement constraints:
1. What to measure for value creation, alignment and operational excellence.
2. Interpreting results. Many lack the skills and methods required to analyze metrics data to support corrective or preventative action.
3. Getting/trusting data. Underlying data collections systems are not designed to support analytical methods required for management decision making and/or are not trustworthy.
This session is about how savvy IT managers are implementing a new Lean IT monitoring and metrics and ITSM.
In 45 minutes we’ll cover:
What’s Lean all about
How Lean maximizes customer value by minimizing waste
Critical to quality measurement for ITSM
Value stream mapping technique
Lean ITSM value stream metrics
Interpreting result with examples of non-value activities (waste)
How to get trustworthy data
How to learn more
How to get started for no cost
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.
Why you need to get in control now before it controls your destiny.
What are the cloud technologies and management challenges that they present?
What’s driving cloud adoption?
Who is responsible for managing cloud services?
What are the risks?
What impact will this have on legacy IT service models?
How do you harvest value without killing it?
Where will you get the resources?
This session is about updating your ITSM strategy and best practices to help the business manage cloud technologies. Understand the cloud components, how they fit together, governance mechanisms and underlying foundation required for successful IT Service Management.
In 45 minutes we’ll cover:
What’s cloud computing all about
Why are organization adopting it
Traditional vs. Cloud (shared) responsibility model
Cloud computing benefits and challenges
Cloud Computing Reference Architecture model and terminology
Why you need to get ready now
How to learn more: training/ certifications available
Tips on how to get started
Learn about Lean ITSM tools used to make improvements quicker with less effort and with better results.
Listen to real-world examples of how Lean ITSM tools were used to make a difference.
- Better IT service delivery by reducing Muda (waste).
- Prevent loss of customer loyalty by reducing Mura (variance).
- Gain executive buy-in and commitment by creating better strategy & tactical plans.
- Increase success using better change controls.
- Reach end-of-job faster, with less resources and with better results.
- Control outcomes by measuring, learning and adapting more quickly.
This session is about how IT Managers used proven Lean ITSM tools to deliver and optimize quality to customers, identify waste and eliminate it, improve efficiency and the overall speed of execution of IT services.
Why do so many improvement programmes fail to deliver the expected benefits?
Drawing on 20 years experience delivering targeted improvement programmes for clients around the world join Peter Hubbard, Principal ITSM Consultant @ Pink Elephant, as he discusses what aspects a successful improvement programme needs to consider, and what happens when those same aspects are neglected.
In 2018, we use Hybrid IT to deliver, enable and facilitate organisational and business-driven outcomes. Yet organisations differ over whether they prefer ITIL or DevOps to support their fast-changing IT environments.
The amount of focus applied to each will depend on several factors, not least “what are the business or organisational outcomes you are trying to achieve?” In reality, you should consider both to be practical parts of your IT Management System and IT Operating Model.
This webinar will look at ITIL, DevOps and other compontments, and why it’s time to embrace multiple tools and methodologies in Hybrid IT.
It is the nature of all things to constantly evolve based on the dynamics of a changing environment. This is equally true of the IT Service Management models we use. Two of the primary shifts we are seeing in the industry include:
1.The demand for IT processes acceleration and agility driven by the growing rate of business demand
2.Increased 3rd party integration in our service delivery models as organisations leverage cloud based services and externally source a growing percentage of their IT value chain
In this engaging webinar hosted by both Pink Elephant UK and North America we will look at these two trends.
(Process Speed/Agility & Supplier Integration)
Join Peter Hubbard and Troy DuMoulin as they address the concepts of:
•Agile Service Management: ITIL, Agile & Lean - Better Together
•Service Integration & Management (SIAM) – building a “One Team” delivery approach.
Getting a release that is of value based on configuration items that are known, during the cycle of change, has been the hardest aspect of ITSM since it's foundation. However, there are some simple things you can do to create a flow of work that everyone understands, linked to roles and responsibilities, KPIs, and business strategy.
In part 5 of Daniel Breston's 6 part Lean ITSM series, he explores why IT exists, and how to ensure that what IT creates and delivers is done for good reason and in a value-oriented manner, based on DevOPS, lean, Agile and ITSM.
Soooo… where do you turn to when you want to better align your resources and capabilities with your service strategies and the business goals and objectives? With what’s the least mature? Maybe. Maybe not! What steps would you take to understand on what to improve?
All IT services, processes, organizational structure and technology are “vulnerable” and hence should be open to the positive impact of CSI.
This presentation focuses on CSI and the positive impact it can have on the business. CSI's focus is on identifying, prioritizing and choosing improvement opportunities in the Service Organization that will best benefit the business.
Metrics and KPIs: always confused, hard to create, hard to align, hard to keep current, hard to report against and rarely ever helpful to use as an improvement tool. Why is this? What if you could create a simple balanced scorecard, or KPI tree, with no more than 15 measures that would keep your staff happy, you business stakeholders happy and your customers happy?
Join Daniel Breston to learn how, in part 4 of his 6 part Lean ITSM series. He will be exploring some dynamic ways to use ITSM metrics in a lean manner.
ITSM actually does have a strategy, but it is very waterfall based. Slow and cumbersome, and by the time it's been accomplished, it can be out of date, costly and frustrating to users, stakeholders and the creators in IT. How do you reverse this cycle and introduce meaningful strategy that is well governed? How do you create simple governance for IT and the business to ensure that technology is an enabler and not a waste of money? How do you make things better, faster, safer?
Join Daniel Breston, in part 3 of his Lean ITSM series, as he explores the concepts of ITIL strategy and blends it with Lean ITSM to show you how changes made today will make you ready for the IT of tomorrow.
Join Daniel Breston, ITSM Guru, in the first instalment of his 6 part series on Lean ITSM. His first session will explore how to increase Service Desk value by using lean concepts, blended with ITSM practices, to create a dynamic environment for those in IT and in the rest of your organisation.
He will discuss collaboration, communication, DevOPS and even SIAM (out to suppliers). If you want a great Service Desk, and not just one doing Incident Management, be sure to tune in.
It’s widely thought that the presumably slow, bureaucratic tendencies of ITSM are at odds with the fast paced, agile work flows of the DevOps movement. However, these two sides of IT service management are far more equipped to work in conjunction with each other to help organizations achieve success than most may realize.
Join Jayne Groll, President of ITSM Academy, and Adam OBrien, Product Marketing Manager for SunView Software, as they take a look at 5 ways that you can leverage your existing ITSM standards and best practices to help work towards a successful adoption of DevOps cultures and ideologies in your organization.
ITSM Academy co-founder and President, Jayne Groll's management certifications including ITIL Expert, ITIL V2 Service Manager (with Distinction), ISO/IEC 20000 Consultant Manager, Microsoft Operations Framework and Certified Process Design Engineer (CPDE). Jayne draws on over 20 years of senior IT Service Management roles across a wide range of industries and domains.
Jayne leads content development at ITSM Academy and ensures all courseware and trainers bring similar practical experiences into each of our offerings. She also strategically tracks service management trends, emerging industry practices and certification schemes. Her blog, Jayne Explains, keeps followers apprised of industry events and updates.
Jayne is involved in the Service Management community. She also is a founding officer of the South Florida IT Service Management Forum (itSMF USA) and Help Desk Institute (HDI) chapters and served as President of the Accredited Training Council Trade Association (ATCTA). Jayne is a member of the ITIL Qualification Board’s ATO Subgroup. She is a frequent conference, webinar and local interest group speaker.
Great managers understand the value of numbers. But for many of us they are a safety net to defend what we do, not a catapult to corporate success.
Numbers tell a story, and in this session James Finister will tell you how we can use numbers to articulate and communicate the value of IT at a corporate level whilst avoiding common pitfalls
James will put to to rest the myth of lies, damned lies and statistics whilst promoting a mantra of measure what matters.