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How to Implement Strong IT Problem Management Processes

ITIL, also known as the Information Technology Infrastructure Library, is the global standard for IT best practices. In this short webcast, ITIL Author and Examiner Anthony Orr discusses best practices and common mistakes relating to implementing IT Problem Management processes within the enterprise. He also covers integrating your problem management processes with technology. Learn best practices from ITIL v3 Master Anthony Orr.
Recorded Oct 12 2016 6 mins
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Presented by
Anthony Orr, ITIL Author & Examiner
Presentation preview: How to Implement Strong IT Problem Management Processes

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  • Top Ten Things to Consider When Implementing a Service Desk Recorded: May 22 2017 32 mins
    Doug Tedder, Principal, Tedder Consulting
    Service catalogs are one of those service desk terms we've all heard of, but some of us do not have the time, resources, or a clear idea of how to create and manage an effective one. With a little bit of thought and planning, the service catalog can become one of the most valuable artifacts of your entire ITSM implementation. Doug Tedder, ITSM and IT governance consultant, will provide:

    * Critical factors to consider before developing your service catalog
    * The top things companies don't think about when thinking about a service catalog
    * Tips to consider before implementing and managing an effective service catalog

    About the Presenter:

    Doug Tedder is the principal of Tedder Consulting LLC, an ITSM and IT governance consulting practice. Doug is a strategic, innovative, and solutions-driven service management professional with more than twenty five years of experience across a variety of industries. He is a resourceful, pragmatic, and hands-on leader with a proven track record of success implementing ITSM processes, focusing on value delivery and organizational transformation.

    Doug is a Fellow in Service Management (FSM), an ITIL Expert and v2 Service Manager, and a certified ISO/IEC 20000 Consultant Manager. He holds all of the ITIL Capability certificates, and he’s a certified ITIL Foundation trainer. As an active volunteer within the ITSM community, Doug is a frequent presenter at industry user group meetings, webinars, and conventions. He is also a former president of itSMF USA.
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    In this live discussion, IT Service Management experts Jarod Greene and Troy DuMoulin will dive into the future of ITSM. Based on insight from 15 IT leaders, they will discuss the top ITSM trends and focus areas that will drive business growth into the future. All attendees will receive a complimentary copy of "IT Service Management 2020," the new eBook featuring expert advice for evolving your ITSM strategy.
  • We Don't Need Another IT Hero Recorded: Apr 27 2017 28 mins
    Doug Tedder, Principal, Tedder Consulting
    •Do you have a 'hero' on your ITSM team? You know the 'hero' – it's that person who always seems to make the "game-changing catch" as they complain about doing it. It's the person who doesn't share knowledge, yet doesn't understand why no one else knows what he or she does. Doug Tedder, ITSM consultant, will help you uncover:

    * the symptoms and impacts of the 'hero'
    * what allows the hero to exist in the first place.
    * tips to change how your IT team is working within your overall business.

    About the Presenter:

    Doug Tedder is the principal of Tedder Consulting LLC, an ITSM and IT governance consulting practice. Doug is a strategic, innovative, and solutions-driven service management professional with more than twenty five years of experience across a variety of industries. He is a resourceful, pragmatic, and hands-on leader with a proven track record of success implementing ITSM processes, focusing on value delivery and organizational transformation.

    Doug is a Fellow in Service Management (FSM), an ITIL Expert and v2 Service Manager, and a certified ISO/IEC 20000 Consultant Manager. He holds all of the ITIL Capability certificates, and he’s a certified ITIL Foundation trainer. As an active volunteer within the ITSM community, Doug is a frequent presenter at industry user group meetings, webinars, and conventions. He is also a former president of itSMF USA.
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    IT Consumerization—the blending of personal and business use of technology, devices and applications —presents IT organizations with both a challenge and an opportunity. The most strategic weapon IT has at its disposal is the IT service desk, the interface between business users and the IT services the organization provides.

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    * How IT organizations can modernize the business’s customer support and technical experiences,

    * Shine the light on shadow IT to ensure value is created,

    * Protect and improve the overall perception of IT within the business.
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    Join us for a live webcast, “Applying Lean Practices to Healthcare IT Processes" on March 23rd. Seasoned ITSM experts from Pink Elephant and Cherwell will demonstrate how Lean principles are critical in healthcare organizations for better process flow, improved patient care, and lower costs. Additionally, they will map out the connection between Lean, Agile Software Development, and DevOps, how they relate to principles of IT Service Management, and the methods to accelerate business value generation.
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    •SaaS is becoming the dominate platform of choice for customers in many areas – including IT Service Management (ITSM).  If your service management team is evaluating ITSM solutions in the cloud then you must know what are some the important criteria and topics to evaluate before signing that contract for ITSM SaaS. Senior Forrester Analyst, Amy DeMartine, will share with you what you and your team need to consider and answer questions to help you avoid the pitfalls of moving your ITSM implementation to the cloud.
  • Building a Business Case for IT Service Management Recorded: Feb 21 2017 25 mins
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    Lucrecia Chandler, Training and Communications Manager at Sam Houston State University, will share her ITIL and ITSM implementation journey. From managing manual processes with a home-grown work order system to implementing automated ITIL processes using Cherwell Service Management, Ms. Chandler will show how she accounts for service delivery costs and evaluates financial efficiencies.
  • Agile, Lean & DevOps: Working Together to Increase ITSM Efficiency Recorded: Feb 15 2017 48 mins
    Troy DuMoulin, VP, Research & Development, Pink Elephant - Josh Caid, VP of Innovation, Cherwell
    Many organizations are being challenged to complete everyday tasks “better, faster, cheaper”. But how can this be accomplished?

    As organizations shift gears to accommodate the business need for speed and agility demanded by the digital economy, there is a growing interest in models and methods to accelerate business value generation. However, at the same time there is growing confusion on how these different models such as Lean, Agile Software Development and DevOps connect and how they relate to the principles and practices of IT Service Management.

    Join Troy as he reveals how Agile, Lean and DevOps can work together to help your organization achieve the elusive challenge to be “better, faster, cheaper”.
  • The Three Strategies to Make Change Management Happen Recorded: Jan 26 2017 31 mins
    Troy DuMoulin, VP of Research and Development, Pink Elephant & Carlos Bernal, Dir. of Enterprise Product Management, Cherwell
    Learn how to reduce risk and add value to the business through effective Change Management implementation. Troy DuMoulin, ITIL Expert with Pink Elephant, and Carlos Bernal, ITSM Leader with Cherwell, will provide practical advice on how successful IT organizations establish effective Service Transition processes such as Change & Release Management, while balancing both risk and speed.
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    Anthony Orr, ITIL Author & Examiner
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    George Spalding, EVP of Pink Elephant, Jarod Greene and Daniel Cooper with Cherwell
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    Software Compliance--Are You Audit Ready? Software vendor audits are expensive, time consuming, and for most organizations, inevitable. You know it's coming - what can you do to make it less painful? In this webcast, we will cover how asset management simplifies proactive compliance, enabling you to discover software inventory and usage, and reduce time spent responding to an audit by up to 75%. Hear IT Asset Management expert Jeff Kelsey discuss how to reduce licensing risks and better respond to software requests as part of your overall ITAM strategy.
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    Anthony Orr, ITIL Author & Examiner
    ITIL, also known as the Information Technology Infrastructure Library, is the global standard for IT best practices. In this short webcast, ITIL Author and Examiner Anthony Orr discusses best practices and common mistakes relating to implementing IT Problem Management processes within the enterprise. He also covers integrating your problem management processes with technology. Learn best practices from ITIL v3 Master Anthony Orr.
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    Anthony Orr, ITIL Author & Examiner
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  • How to Implement ITIL Change Management Within Your Organization Recorded: Oct 6 2016 9 mins
    Anthony Orr, ITIL Author & Examiner
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  • How to Build a Business Case for a New ITSM Tool Recorded: Aug 12 2016 40 mins
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    How to sell the vision and high-level business objectives for new ITSM initiatives

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    Don't reinvent the wheel when it comes to developing a business case for an ITSM tool. Gain instant access to get the tried and true insights and tools necessary to jump start your ITSM initiative!
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Because of Cherwell’s focus on delivering a solution that is easy to configure, customize, and use, IT organizations extend Cherwell to solve a wide range of IT and business problems. With an unwavering commitment to putting customers first and being easy to do business with, Cherwell enjoys 98%+ customer satisfaction rating. Learn more at www.cherwell.com.

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  • Title: How to Implement Strong IT Problem Management Processes
  • Live at: Oct 12 2016 7:00 pm
  • Presented by: Anthony Orr, ITIL Author & Examiner
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