priSM is itSMF International’s (www.itsmfi.org) unified worldwide professional recognition and credentialing program for service management professionals.
priSM credentials demonstrate an individual’s ongoing commitment to developing their knowledge of service management theory and practice through a structured program of continual professional development (CPD) activities and recognition of their achievements as their career progresses.
David Clifford, Fellow in Service Management (FSM) and the President of priSM, will highlight some of the activities that contribute to CPD credits, such as LIG involvement. David will also share his experiences regarding why he applied to become a priSM credential holder and what it has taken to maintain the credential and the resulting benefits.
Join hosts Jason Stonehouse and Eddie Vidal as we sit down with President Marc Halcrow from the itSMF (SIG) COBIT group. Learn how SIG COBIT can help your career and what the group has planned for 2015.Read more >
Join Doug Tedder, FSM @dougtedder and Eddie Vidal @eddievidal for our next itSMF USA #intheknow podcast on Tuesday August 19th at 1PM Eastern.
Learn about the recent itSMF BIG meeting and get a behind the scenes look into the future and how itSMF can create and deliver value to our members.
Guests are Kevin Ritter and Marco Osuna
KEPNER-TREGOE will talk about the role of Root Cause Analysis in the context of IT support functions, the pressures they face as well as the goals and needs for specific results when deploying different RCA and troubleshooting techniques. Furthermore, they will discuss the challenges of adopting new skills in high-pressure, complex, process-driven service environments and ways to overcome the gap between the theory of training and on-the-job proficiency via coaching and simulation.Read more >
KEPNERandFOURIE will explain the problem solving processes specifically designed for the IT environment. They will focus on the application of these processes to real world IT issues in which they have been involved. K&F will explain the importance of finding the technical cause of a problem/incident before trying to determine the Root Cause. They will also highlight the RCA application developed in conjunction with ServiceNow and available in their App Store.Read more >
"DevOps" is a term that has become mainstream enough to be hated, misunderstood, misused, and abused. But what is "DevOps"? And, more importantly, why should I care?
DevOps isn't a tool or a product. It's an approach to operations. By uniting development and operations teams to automate and standardize processes for infrastructure deployment, you get faster innovation, accelerated time to market, improved deployment quality, better operational efficiency, and more time to focus on your core business goals.
This presentation will explore the principles and forms of DevOps. I know DevOps when I see it and, soon, you will, too.
DevOps - Stay tuned for more details!Read more >
A successful process improvement strategy will first begin by leveraging the Continual Service Improvement (CSI) model:
•What is the vision?
•Where are we now?
•Where do we want to be?
•How do we get there?
•Did we get there?
•How do we keep the momentum going?
This presentation will provide a real life example of how to apply the CSI model in order to define a problem management improvement strategy. Joseph will discuss his improvement strategy and his approach of implementing process improvements to improve the maturity of problem management process. The goal is to share with other practitioners in the problem community of interest:
•Real life techniques
Modelo de Gobierno para Servicios de Outsourcing que integra las mejores prácticas de ITSM y PMI Andrés Leiva. Telefónica, desde Chile. // El CIO y las prácticas esenciales del Gobierno TI. Oscar Rozalen, itSMF España y Deloitte. Desde Mdrid. // Gobierno y Outsourcing, con Andrés Leiva y Oscar Rozalen moderada por Luis Morán.Read more >
What is the ISO/IEC 20000 SMS?
• Problem Management – Basic Concepts
• Problem Management and the Service Management System
• Problem Management – Implementation Guidance
itSMF USA SIG: ISO/IEC 20000 SMS Under the Microscope: Business Relationship Management
The ISO/IEC 20000 SIG Board Members are excited to announce the seventh episode of series of 17 webinars providing implementation guidance of the ISO/IEC 20000 Service Management System. The program is designed to educate our audience on the components of the Service Management System (SMS) of ISO/IEC 20000 and which best practices to adopt to meet the standard’s requirements to accomplish effective management of IT services.
In this session, Rob, Christian, and Johann will delve into how the ITSM processes were incorporated into COBIT5. They will share how ITSM and COBIT are complementary and align with one another. They will also dispel any myths with one framework replacing the other.Read more >
itSMF SIG: ISO/IEC 20000 SMS Under the Microscope: Design & Transition of New or Changed ServicesRead more >
itSMF SIG: ISO/IEC 20000 SMS Under the Microscope: Establish & Improve the SMSRead more >
Frameworks, Standards and Models - What's Out There and Which Should I Use?
In the IT Governance environment there are multiple frameworks, models and standards to choose from. A challenge for most organizations is simply understanding what all of these are, and which ones are applicable or appropriate for them. Some common questions include: If we’re using ITIL, should we consider COBIT? How does Kepner Trego fit with ITIL? Will using Six Sigma compete with ITIL’s CSI? How does ISO 20000 leverage ITIL? In this insightful presentation on Frameworks, Standards, and Certifications explore the many models that are available today: what they are, how they fit, and why choose them. We’ll look at the essential information as well as the applicability of the following: ITIL, COBIT, SIX SIGMA, ISO20000, KEPNER TREGO, PRINCE2, AGILE, and TIPA to name a few.
About the Speaker
Mark Thomas is the President of the itSMF Cobit SIG and previously served as the President of the itSMF Kansas City LIG. As a nationally known ITIL and CobiT expert with over 20 years of professional experience, Mark’s background spans leadership roles from datacenter CIO to Management and IT Consulting. Mark has led large teams in outsourced IT arrangements, conducted PMO, Service Management and governance activities for major project teams, managed enterprise applications implementations, and implemented governance processes across multiple industries. Mark has a wide array of industry experience with ‘Big Five’ consulting in the health care, finance/banking, manufacturing /distribution, services, high technology, and government verticals. Mark is a problem solver who is committed to solving hard problems and delivering excellent strategic results. Additionally, Mark has forged a reputable competency as a consultative trainer and speaker in several disciplines receiving exemplary evaluations.
The presenter is: Ronnie Baugh, Network Security Specialist at Verizon.
The moderator is: Subrata Guha, Director IT Services at UL DQS.
Are you interested in knowing how an online shop is managing the logistics involved in delivering your order in time? Do you order your goods three days later if you see that its status is set to "unavailable"? Do you buy services which are described unclear and nebulous in your private life?
For many IT organizations, the Service Catalog is just the next CMDB nightmare. Yes, because the CMDB itself is simply a repository of relationships that has minimal value. The true value is in understanding how these relationships impact IT and business services.
But your Service Catalog Portal is your single point of information for your service customers. So tune in to this webinar as Martin Pscheidl, Chairman of itSMF Austria and Manager of the KPMG IT Advisory helps you see how taking both a bottom-up and top-down approach will help you reach the point which perfectly aligns with what your customer wants and needs.
Successful IT Service Management adoptions benefit from good dose of IT Governance. Both ITIL and COBIT are well-known for their best practices regarding these respective topics. However, where does one find the information to benefit from both worlds of best practices? This presentation will discuss how IT Governance best practices compliment and boost the adoption of IT Service Management best practices.
Mart Rovers has over 30 years of experience in IT and has been consulting and training in IT Service Management and Information Security Management since 1992. He currently serves as the President of the itSMF USA LIG and is the Chair Person for the ISO/IEC 20000 Special Interest Group. Mart is a certified ISO/IEC 20000 Internal Auditor and Executive Consultant/Manager (Master). He holds the ITIL® v3 Expert certification along with ISO/IEC 27001 Professional certifications. He has led numerous organizations towards becoming ISO/IEC 20000 and ISO/IEC 27001 certified and is an accredited instructor for ISO/IEC 20000, ISO/IEC 27001, and ITIL training courses.
Mark Trubl, a certified ITIL and ISO20K professional, has been working in IT in the Valley of the Sun for over 20 years. Starting out at DHL, Mark worked in several technical roles before becoming an IT Manager, where he led teams through four major data center consolidations across three continents, wrote DHL’s Emergency Incident Recovery policy, and was Country Contact Lead for the European IT Process Harmonization project. Mark ended his career with DHL in 2009 as Head of the Americas Regional Service Level Management and Reporting teams and joined the Apollo Group in the newly defined Service Owner role. After helping Apollo clarify the roles and responsibilities of a Service Owner, Mark joined US Foods in 2011, heading up the classic Service Support function, concentrating on implementing an ITIL aligned Change Management process.
• The ISO/IEC 20000 SMS Under the Microscope – Service Reporting and the SMS
o What is the ISO/IEC 20000 SMS?
o Service Reporting – Basic Concepts
o Service Reporting and the Service Management System
o Business Relationship Management – Implementation Guidance
Is there a future in the IT Service Management Industry? Will Service Management remain relevant in Higher Ed? Join itSMF USA President, Charles Araujo, and HE SIG President, Jeffrey Toaddy, on January 8th as they discuss the future of the IT Service Management industry, Charles' vision for itSMF USA and what it all means for Higher Ed professionals.Read more >
Contenido adicional al Tema de Gestión de Servicios con EasyVista
Ponencia del Curso Online de Herramientas de Gestión TI
Se presenta una navegación en detalle con EasyVista del Caso Práctico: Incidencias, CMDB y Gestión de Cambios.
VMware IT Business Management Suite™ proporciona transparencia y control de los costes y la calidad de los servicios de TI, lo que permite al director de informática coordinar el departamento de TI y la empresa, y acelerar la transformación de los servicios de TI.Read more >
ProactivaNET es un software ITSM para la gestión integral de servicios de TI, del fabricante Espiral MS. Su mapa de soluciones contiene el INVENTARIO AUTOMÁTICO DE REDES, el SERVICE DESK que facilita la gestión de incidencias, peticiones, problemas, cambios, entregas, niveles de servicio, capacidad, disponibilidad y continuidad y la CMDB.Read more >
”The ISO/IEC 20000 SMS Under the Microscope –Configuration Management and the SMS”
• The ISO/IEC 20000 SMS Under the Microscope – Configuration Management and the SMS
oWhat is the ISO/IEC 20000 SMS?
oConfiguration Management – Basic Concepts
oConfiguration Management and the SMS
oConfiguration Management – Implementation Guidance