Why can’t we still be more successful in rooting out issues and getting them fixed for good? We still talk about Problem management being the great opportunity to step up and improve overall service quality – why don’t more organisation make this happen successfully?
Maybe its about how we view what problem management actually is and what is need to do it. The key word here is Management – ie not just process or procedure. We need to understand the key element required for delivery in order to make this successful and this session provides practical guidance on how to identify and deliver these things.
Problem Management is a game changer. It is critical in developing real quality in service delivery. However, very few organisations actually get this aspect of ITSM working well.
This fourth session in the ITSM Goodness series will look at how we spend too much time focussing on efficient ‘fire-fighting’ (Incident Management), rather than looking at avoiding recurrence or eradicating faults altogether - ultimately a better solution for customer and provider alike. Often there are some simple misunderstandings around what Problem Management is or what is required to make it work. Also it can be difficult to find the right people to make Problem Management happen, particularly as it is not a simple linear process that can be ‘industrialised’ like Incident Management. This session provides simple clear guidelines on what is needed and how to make Problem Management work well for your organisation.
This 8-part monthly series is designed to provide real-time value to newcomers and take to the next level those already familiar with the approach.
ITSM Goodness is an approach created by Barclay Rae to deliver practical, proven, successful and accessible advice and guidance for ITSM and IT professionals. The focus is clear and simple – on achieving the right business outcomes from IT, and how this is delivered, via the Customer Experience.
In part three of our “Digital Ready” series, we will discuss the trends we are seeing in the marketplace and the strategic changes needed to create a Digital Service Organization that is ready to compete in this new environment.
During our session we will review the results from our recent Digital Readiness Survey and discuss the implications for 2016. We will also discuss how, if, and where the SMACK stack is relevant and what are the essential Digital Service Management systems that are needed to excel in the new world of digital. And we will close by previewing the Unisys People Computing Productivity Index which allows you to benchmark yourself in 4 key areas to understand where you are at today in providing support in the new Digital Generation Era and the people who make it go.
Discover how Channel Data Management (CDM) can help you increase revenue and reduce costs!Read more >
Major incidents are characterized by a high level of complexity and high priority to the business. The resolution of these mandates a team of specialists with diverse skills and extensive communication both within the team of resolvers and with the users. If you have the right set of people, processes and technology in place, a major incident need not result in confusion and chaos. The true essence of major incident management lies in not only in quick and efficient resolution of major incidents, but also in creating and delivering value within the team and outside it. In this engaging webinar, Richard Josey, Service Management Architect, discusses the operational and psychological dimensions of major incident management and highlights the key areas that organizations need to work on to ensure that they have efficient mechanisms in place to tackle major incidents.Read more >
In part two of our series on “Being Digital Ready,” we take a look at the traditional service management disciplines of Incident and Problem Management and how you can take advantage of latest technologies and expertise to increase your ability to support, restore, and prevent interruptions to your service portfolio.
Join us as we discuss the new Unisys Service Desk Optimization package for ServiceNow with Jeff Petti, Sr. Offering Architect, Unisys ServiceNow Solutions. We will dive in to what these features provide to both the end users as well as level 1 support teams in requesting, handling, and managing incidents on the ServiceNow Enterprise Cloud Platform.
We will then progress and discuss Problem Management as a “best practice” with Eva Csongradi of the Unisys Service Management Office, on the importance of a dedicated Problem Management Practice and the associated benefits.
We will conclude our discussion by taking Problem Management to the predictive phase with Edward Chavis, of the Big Data Analytics Practice, where we will discuss the potential for Predictive Problem Management and anticipating and resolving issues before they become incidents.
Have you ever wondered how people view your CMDB? CMDBs have many users from different groups all with their own needs and perspectives. The better these needs are served the higher the value of your Configuration Management process and CMDB is to your organization.
This session will explore the different stakeholders in Configuration Management and how this affects your process and CMDB design.
This Webinar will look at key trends impacting the demands on IT from both inside and outside IT and how these are already requiring new approaches to Project Management, Portfolio Management, and ITSM-driven governance. More specifically, this Webinar will address:
· How IT is expected to perform in 2013 and the foreseeable future, and how this represents a rupture with the past.
· How IT project management must change in response.
· How PPM solutions will eventually evolve into uniquely optimized workflows coupled with automation and analytics
· The present/future role of social networking and stakeholder management
· The Service Desk as “Fort Apache, the Bronx”
· How to begin to unravel the mess.
· Where to go from there.
Andrew Harsch, Global Director of Service Management and Analytics at Unisys talks to Simon Rogers, Head of UK Sales for Service Management at Unisys on the trendsRead more >
Richard Josey, Solution Architect at Unisys discusses the future of Service Management with Simon Rogers, Head of UK Sales for Service Management at Unisys on current client needs and the changes underway in the service management industryRead more >
Simply installing a new ITSM tool does not suddenly mature an organization or the processes they use. Achieving excellence in service management takes time, experience and learnings from others. Join Unisys and one of our Service Management Leaders, Royce Millet, of the Unisys Service Management Center of Excellence as we discuss this topic and dig into the Applied Service Management areas of Major Incident, Problem, Change and Request Management.
Hear from a service practitioner just like you who has cultivated the tips, tricks and best practices that have been developed as part of Unisys world class service management operation.
IT organizations invest huge amounts of time and money in incident and problem management, but does this really create any value for their customers? In this live video panel, Barclay, Daniel and Stuart will discuss different viewpoints of these two processes, and how they can form part of our overall approach to customer experience.
Topics to be discussed will include:
· Are incidents and problems really different things?
· Shouldn’t customers expect services to work properly without incidents?
· Why do IT departments spend so much time and money on resolving incidents, when customers would rather see investment in new capabilities?
·How does incident management contribute to value creation?
· Who should be doing incident management? Is it really something that should be left to the service desk alone?
· How can these two processes contribute to customer experience, and why does this make a difference?
A picture is worth a thousand words, so they say. So what type of picture do you have around your disciplines of incident and problem management? Can you see the trends? Can you identify areas for improvements in speed, costs and user experience?
In this session we will discuss some of the results of shifting left and also skipping right to create a dynamic service environment based upon both industry best practices and actionable data.
We will also look at some of the methods and improvements to the Edge SaaS ITSM tool that you can utilize to improve this strategic area of the service desk and IT operations management.
Some of the topics we will cover include:
- How to leverage templates to increase the speed of ticket creation
- Proper alignment between services and SLAs
- Using service notifications to improve messaging and brand
- Creating a problem investigation from an incident
- Developing a process around which incidents should become problems
Value-Driven Service Management – An innovative Approach to Industrializing Services
In this age of digital transformation, IT organizations don't just support the business – they are the business. This leads to a significant change in how IT organizations needs to be operated today. Value-Driven Service Management is a new approach to digitize and industrialize services to not only provide value to the business but also support business growth.
Value-Driven Service Management – Ein neuer Denkansatz zur Industrialisierung von Services
In Zeiten der digitalen Transformation sind IT Organisationen nicht mehr nur Business Support - Sie sind Kernbestandteil des Geschäfts. Dies führt zu signifikanten Änderungen, wie IT Organisationen heute gestaltet werden müssen.
Value-Driven Service Management beschreibt einen innovativen Ansatz um Services zu digitalisieren und zu industrialisieren, um so nicht nur Mehrwert für die Geschäftsbereiche zu liefern, sondern auch das Geschäftswachstum voranzutreiben.
As global networks evolve, traditional assessment methods present many challenges for security teams such as scanning windows, managing credentials, and the rise of cloud environments.
Learn more about the next phase of security assessment and how Qualys Cloud Agent instantly turns on full access to the power of Qualys vulnerability management and policy compliance. See how to extend the power of the Qualys Cloud Platform anywhere in the world and on any host including laptops, desktops, servers or virtual machines.
Join this webcast to learn how you can:
> Assess security and compliance posture in real time—by eliminating the need to schedule scan windows and manage scanning credentials
> Simplify asset discovery and tracking—in dynamic cloud environments, such as Amazon EC2 and Microsoft Azure
> Deploy and scale lightweight agents—to search millions of assets within seconds
If your data, services and processes become compromised, your business can suffer irreparable damage in minutes. The clock is ticking, and how fast you communicate to your major incident resolution team is everything.
Join Scott Bowler, Manager of IT Delivery Management Services, NBN Co, and Abbas Haider Ali, CTO of xMatters and learn how NBN Co identifies major incidents and uses best practices for automating their communication processes to resolve major IT incidents quickly and effectively.
During the event you will learn how to:
- Immediately Identify a major incident
- Instantly locate available major incident managers and target notifications to them
- Get the right resolution team on the job fast based on the required expertise
- Utilize one-click conference bridge technology to get key stakeholders together instantly
- Conduct reviews to identify improvements and prevent similar incidents from reoccurring
This webinar offers the ITSM practitioner insight into how not only their Application Management co-workers but also their business counterparts approach Change, Configuration and Release Management, enabling them to collaborate more effectively. The ASL and BiSL frameworks not only address Change, Configuration and Release Management, but also the rest of the Information and Application Lifecycles.Read more >