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    • Your 7-Point Checklist for Selecting the Right ITSM Tool
      Your 7-Point Checklist for Selecting the Right ITSM Tool Stephen Mann, Principal Analyst at ITSM.tools Recorded: Dec 13 2017 12:45 pm UTC 63 mins
    • 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.

      Webinar Takeaways:
      - 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

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    • Rescue Your Service Desk with Advanced ITSM Superpowers
      Rescue Your Service Desk with Advanced ITSM Superpowers George Spalding, Executive Vice President, Pink Elephant Upcoming: Nov 15 2018 8:00 pm UTC 60 mins
    • Are you sensing that your service desk might be in trouble? There are many threatening issues out there that can wipe out your team if you aren’t careful. But, there are also many evolving ITSM strategies you can incorporate into your service arsenal to become a real hero for your team.

      In this webinar, get lessons directly from the spectacled IT crusader George Spalding, executive vice president at Pink Elephant. You will learn about future service desk superpowers you can use to boost performance like:

      •Enhancing vision with intelligent service KPI reporting
      •Increasing strength with iterative process design
      •Running faster with superior service automation processes
      •Increasing agility by incorporating lean practices

      We look forward to seeing you on the webinar!

      Speaker Info:

      George Spalding,
      Executive Vice President, Pink Elephant

      In addition to co-authoring the ITIL® V3’s Continual Service Improvement core volume, George Spalding was honored with 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 moving the industry forward, 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, the highest level in the ITIL certification program, is a regular author of IT articles and white papers, and a frequent presenter at global IT conferences and events.

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    • [Expert Panel] How to "Fast Forward" ITSM to Support the Digital Enterprise
      [Expert Panel] How to "Fast Forward" ITSM to Support the Digital Enterprise Chris Chagnon, Julie L. Mohr, and Matt Klassen Recorded: May 30 2018 5:00 pm UTC 60 mins
    • Digital transformation is about more than just technology. It’s about preparing your business to operate in an increasingly digital world. In order to remain competitive and attract customers, businesses must transform how they operate.

      Join us for this live panel discussion with IT service management industry experts and IT leaders as they discuss the latest trends shaping service management and share compelling stories of reinvention.

      Speakers include:
      Chris Chagnon - ITSM Application and Web Developer and PhD candidate at Worcester Polytechnic Institute. Chris has produced award winning IT service management systems, was recognized as one of HDI’s Top 25 Thought Leaders in Service Management, and combines his business experience and academic research to continually innovate the field of ITSM.

      Julie L. Mohr - Julie is a dynamic, engaging change agent who brings authenticity, integrity, and passion to practitioners worldwide. Her purpose is to spark change in the world with thought-provoking dialog and interaction. Julie has a B.S. degree in computer science from The Ohio State University, a MaED from the University of Phoenix, and is currently pursuing her Ph.D. in Management and Organizational Leadership in Information Systems & Technology from the University of Phoenix. She is an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional.

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    • Challenges and Solutions for Public Sector ITSM Implementation
      Challenges and Solutions for Public Sector ITSM Implementation Tracy Barnes, Stratigic I.T. Consulting, Inc. Recorded: Mar 27 2018 5:00 pm UTC 60 mins
    • 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.

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    • Service Asset and Configuration Management – The backbone of modern ITSM
      Service Asset and Configuration Management – The backbone of modern ITSM Lari Peltoniemi, Senior ITSM Consultant, Wakaru Recorded: Sep 21 2017 8:00 am UTC 49 mins
    • 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.

      Presenter's bio:
      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.

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    • Agile ITSM and SIAM in the Enterprise Managed Mobility Space
      Agile ITSM and SIAM in the Enterprise Managed Mobility Space Dragos Malihin, Service Architect @ CWSI ITSM, ITIL, PRINCE2 Recorded: May 16 2017 10:00 am UTC 45 mins
    • 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.

      Speaker's bio:
      "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.

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    • Using Lean IT  metrics to streamline ITSM
      Using Lean IT metrics to streamline ITSM David Smith President Micromation Inc. ITSM, ITIL, Lean, Kaizen, ISO, TCO, Author – Implementing Metrics Recorded: Aug 10 2016 3:00 pm UTC 49 mins
    • 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

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    • Mentoring for Success! A cost efficient and trusted solution
      Mentoring for Success! A cost efficient and trusted solution Kat Turner, Education Portfolio Manager, ITSM Zone Recorded: Aug 23 2018 3:00 pm UTC 61 mins
    • What is mentoring? What’s the difference between coaching and mentoring? Is mentoring relevant to my organization? What are the strategies and benefits?

      Mentoring is a cost efficient and trusted solution to many of the problems surrounding communication and staff development within an organization.

      All new members of staff, regardless of seniority, should have an appointed mentor to assist in the induction process; the need for ongoing support with all aspects of practice is particularly important for success and happiness!

      This session will seek to debunk the confusion and uncertainty that often surrounds a developmental mentoring role, outlining clearly the responsibilities of the mentor and mentee and highlighting what is to be avoided. Coaching techniques and their appropriateness will be investigated, alongside how to apply these in an agile environment, finishing with strategies on how to embed a mentoring scheme and the benefits for individuals, team and organization!

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    • How to Get Ready for Cloud ITSM
      How to Get Ready for Cloud ITSM David Smith President Micromation Inc. ITSM, ITIL, Lean, Kaizen, ISO, TCO, Author – Implementing Metrics Recorded: May 11 2016 3:00 pm UTC 49 mins
    • 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

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