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 >
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.
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.
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.
The presentation will illustrate the need for updating ITSM framework. How will automation help in giving ITIL a face-lift. Cloud transformations, SaaS, Security need the ITIL basics with a dose of automation.Read more >
Implementing ITSM within an organisation is a tricky prospect. Many organisations try to implement something like ITIL several times before succeeding. For the team charged with changing the mind-set and working practises of a whole organisation, which is what an ITSM implementation actually is, the task can be overwhelming.
Join Eddie Potts, Principal ITSM Consultant at Pink Elephant EMEA, as he maps out an approach to successful ITSM implementations and discusses why many projects fail and how yours can succeed!
What’s the new digital business model used by leading organizations?
Leading organizations are tapping into a new IT model for extremely fast concept-to-cash or low time-to-market, andmuch lower operating and capital expenditures vs. being replaced by a startup or an App.
Imagine up to 200 times faster software deployment, 30 times increased deployment frequency, and 60 times higher change success rates. The data doesn’t lie.
Organizations such as Netflix, Spotify and Facebook are transforming IT by successfully implementing DevOps principles.
You don't have to be a hot internet company or a gigantic enterprise to be a DevOps leader.
Companies large and small, young and old, have magnificently made the transition and have the proof of success in their pockets.
This session is about how savvy IT managers are implementing a new digital business model to run IT like a business.
Trends like the cloud, software-as-a-service (SaaS), social media, mobility and consumerization of IT drive an increasing demand for a user-centric IT. To fulfill this demand while at the same time increasing IT's efficiency, IT organizations need to look beyond the traditional help desk when searching for ITSM tools. Just throwing more functionality and capabilities on the help desk cannot live up to the new way that users want to deal with IT and related services.
In this session we will discuss how this translates into 3 reasons why IT organizations want to look beyond the traditional help desk in search for ITSM tools: achieve a higher maturity to deliver and support high quality services, become a more efficient IT organization and meet user expectations risen from how users interact with IT services day-to-day via mobile devices and social media.
Finally, we will discuss what characteristics an integrated ITSM solution should come with when looking beyond the help desk.