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ITIL 4: Creating an Integrated Value Chain Among Dev, Ops and the Service Desk

As IT teams look to create higher velocity and improved speed to market, they are recognizing the need to integrate various specialized domains that traditionally operated as silos.

Until the recent release of ITIL 4, best practice frameworks covering ITSM, Software Development, Project Management, and others have not helped in this regard, as they each focused on their own area of specialization, with little to no direction on how they integrate.

Come to this informative webinar to hear Troy DuMoulin, VP at Pink Elephant, and Matt Klassen, VP of Product Marketing at Cherwell, discuss new guidance offered by ITIL 4, including:

•How the ITIL 4 service value chain provides an integrated model
•How different types of demand follow different value streams
•How ITIL 4 elevates the importance of service relationship management
•How the service desk plays a key engagement role
Recorded Mar 26 2019 56 mins
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Presented by
Troy DuMoulin, VP, Pink Elephant and Matt Klassen, VP of Product Marketing, Cherwell Software
Presentation preview: ITIL 4: Creating an Integrated Value Chain Among Dev, Ops and the Service Desk

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  • Take Your Service Desk to “Eleven” with The Right ITSM Tech Stack Jul 16 2019 5:00 pm UTC 60 mins
    Adam Thumm, Senior Solutions Architect at Cherwell and Ayla Anderson, Technology Alliances Manager at Cherwell
    As IT teams come under increasing pressure to deliver services more quickly, effectively, and affordably, the ITSM tech stack must evolve to provide greater efficiency for service desk staff, as well as a better experience for end users. This means the seamless blending of technologies into an integrated ecosystem, and, in many cases, replacement of legacy systems and ineffective tools.

    In this webinar, you’ll learn:
    •The ideal ITSM ecosystem, and the technologies it must include
    •Which capabilities should be native to your ITSM platform, and which can (and should) be integrated
    •Common barriers to achieving true integration—and how to overcome them
  • ITSM Trends You Can't Ignore, and How Your Tech Stack Must Support It Recorded: Jun 19 2019 60 mins
    Josh Caid, Chief Evangelist, Cherwell Software
    The pace of change within the modern enterprise is nothing short of dizzying. Evolving workforce demands, emerging technologies, and increasing expectations that IT deliver quantifiable business value means that pressure on the service desk has never been higher. Unfortunately, many IT organizations continue to rely on a combination of poorly integrated, legacy technologies that create friction for end users, consume precious IT resources, and prevent IT from taking a proactive and strategic role within the business.

    Join Cherwell’s Josh Caid, Chief Technology Evangelist, for a lively discussion on the top trends shaping IT service management, and how IT teams must evolve their ITSM tech stacks in order to keep pace with digital transformation initiatives and ever-changing business needs.
  • How to Create a Self-Service Portal that Revolutionizes the Employee Experience Recorded: Jun 12 2019 46 mins
    Matt Klassen, VP of Product Marketing, Cherwell Software
    IT teams are under increasing pressure to deliver a service experience that meet both the needs and the expectations its users. As today’s workforce comes to expect greater self-sufficiency, along with personalized and instantaneous service, IT organizations must establish a self-service strategy that elevates—if not revolutionizes—the employee experience.

    In this webinar, Matt Klassen, VP of Product Marketing for Cherwell, will discuss how (and why) the employee experience has become central to mission of IT, and why the IT self-service portal must become the new “face of IT.” He will offer practical guidance on how to create an IT self-service portal that:

    • Maximizes portal utilization and engagement
    • Automates and streamlines the request and fulfillment process
    • Provides the visibility needed to spot trends and identify areas for improvement
    • Improves productivity for both IT staff and employees
  • Take the Pain Out of ITSM Tool Selection - 5 Tips to Simplify the Process Recorded: Jun 5 2019 62 mins
    Stephen Mann of ITSM.tools and Matt Klassen, VP of Product Marketing, Cherwell Software
    The IT industry continues to see a high level of IT service management (ITSM) tool churn, along with the associated pain. In order to stop this cycle of tool replacement, and to achieve your goals, your IT team needs to optimize its approach to ITSM tool procurement, delivery, and use—starting with getting the ITSM tool selection process right.

    Please join this webinar with Stephen Mann, of ITSM.tools, to understand how to select the ITSM tool that best fits your organization’s goals, maturity level, and budget. It will include valuable takeaways, such as:

    1.The most common reasons for ITSM tool replacement
    2.How create an RFP that focuses on desired outcomes, not just features and functions
    3.The key capabilities required for modern—and ongoing—ITSM success
  • How To Elevate ITSM Performance With AIOps Recorded: May 16 2019 44 mins
    Dominic Wellington, Moogsoft VP of Strategic Architecture
    Join Cherwell and Moogsoft for a webinar discussing how ITSM can be extended beyond simple ticketing to cover new collaborative ways of working. Integration of human expertise and AI-powered automation is the new reality in the network management center. Changes to processes and models are required to support the complexity and accelerating rate of change of modern IT infrastructures. As ongoing digital transformation drives increasing expectations of IT performance, a new multi-vendor IT Operations toolchain is emerging.

    Today we’ll discuss:
    •What is AIOps and how it’s defined by analysts
    •How to solve key challenges in an organization using AIOps
    •How to move key initiatives forward using AIOps
  • The Future of ITSM: The Rise of Automation, Agile, and the User Experience Recorded: Apr 11 2019 57 mins
    George Spalding, VP, Pink Elephant and Chuck Darst, Senior Product Marketing Manager, Cherwell
    "Digital Transformation” is one of the most popular action items IT leaders are tasked with today. The goal is to keep pace with customer demands in order to compete in a constantly changing economy. In order to support evolving technology, ITSM has progressed from reactive to proactive, in some cases utilizing pattern recognition in the form of predictive analytics (Big Data) to bypass the need for human intervention.
    Join us on this webinar to learn why taking this a step further and integrating Lean, Agile, and DevOps into your delivery system will help you achieve business value -- better services, delivered faster, and for less cost.

    Guest Speaker:
    George Spalding, Executive Vice President, Pink Elephant

    Cherwell Speaker:
    Chuck Darst, Senior Product Marketing Manager, Cherwell Software

    About George:

    One of North America’s most insightful and engaging ITSM and support experts, George is an ITIL® expert with more than 30 years’ experience in the IT industry and co-author of the ITIL V3 Continual Service Improvement core volume. George spent several years as a consultant to the White House on technical presentations and conferences. He also coordinated technical presentations for members of the President’s cabinet, the Smithsonian Institute and the Federal Bureau of Investigation. A regular author of IT articles and white papers and a sought-after presenter at global ITSM conferences and webinars, George’s winning personality captivates audiences, be it in print, over the airwaves or in person.
  • ITIL 4: Creating an Integrated Value Chain Among Dev, Ops and the Service Desk Recorded: Mar 26 2019 56 mins
    Troy DuMoulin, VP, Pink Elephant and Matt Klassen, VP of Product Marketing, Cherwell Software
    As IT teams look to create higher velocity and improved speed to market, they are recognizing the need to integrate various specialized domains that traditionally operated as silos.

    Until the recent release of ITIL 4, best practice frameworks covering ITSM, Software Development, Project Management, and others have not helped in this regard, as they each focused on their own area of specialization, with little to no direction on how they integrate.

    Come to this informative webinar to hear Troy DuMoulin, VP at Pink Elephant, and Matt Klassen, VP of Product Marketing at Cherwell, discuss new guidance offered by ITIL 4, including:

    •How the ITIL 4 service value chain provides an integrated model
    •How different types of demand follow different value streams
    •How ITIL 4 elevates the importance of service relationship management
    •How the service desk plays a key engagement role
  • ITIL 4 is Here! How to Apply Service Value Chain Guidance for Maximum Impact Recorded: Mar 19 2019 59 mins
    Stephen Mann, ITSM Analyst and Matt Klassen, VP of Product Marketing, Cherwell Software
    The newly-released ITIL update, ITIL 4, does away with the ITIL v3 service lifecycle that was based around the five elements of service strategy, design, transition, and operation, plus continual service improvement (CSI). The ITIL 4 service value chain offers a new approach to managing services within IT that transcends traditional silos and drives significant benefits to the business.

    In this ITIL-4-focused webinar, Stephen Mann of ITSM.tools and Matt Klassen of Cherwell will discuss the most significant changes to ITIL v3, including:

    •An overview of the ITIL 4 service value chain, what it includes, and how it differs from v3
    •Guidance for applying the ITIL value chain to IT, and the benefits of doing so
    •How the ITIL value chain can be applied to other areas of the business to support enterprise
    service management or digital transformation strategies
  • ITSM & Cloud Management: Meeting the Need for Speed, Visibility, and Governance Recorded: Mar 14 2019 46 mins
    Matt Klassen, VP of Product Marketing, Cherwell and Michael Euperio, Director of Cloud Alliance Technology, Cherwell
    Cloud computing continues to grow at an astounding pace, and as a result, IT teams find themselves getting bogged down with manual cloud administration. Furthermore, many organizations struggle with governance of their hybrid multi-cloud environments, leading to potential downtime, longer time to resolution, and spiraling cloud computing costs.

    In this webinar, Matt Klassen, VP of Product Marketing and Michael Euperio, Director of Cloud Technology Alliances at Cherwell, will explore how leading IT teams are using ITSM systems and practices to:

    · Automate provisioning and governance of the multi-cloud environment to improve cloud user experience

    · Create more controlled and productive IT environments

    · Accelerate cloud migration, minimize cloud computing waste, and create more reliable
    computing environment.
  • AIOps: See Fewer Tickets, Solve Them Faster, Without Rules Recorded: Mar 7 2019 45 mins
    Matt Klassen ; Dominic Wellington
    Join Cherwell and Moogsoft for a webinar discussing how ITSM can be extended beyond simple ticketing to cover new collaborative ways of working. Integration of human expertise and AI-powered automation is the new reality in the network management center. Changes to processes and models are required to support the complexity and accelerating rate of change of modern IT infrastructures. As ongoing digital transformation drives increasing expectations of IT performance, a new multi-vendor IT Operations toolchain is emerging.
  • Support your service delivery with the power of knowledge Recorded: Mar 6 2019 45 mins
    Heléne Källgården; Pierre de Gentile
    Today, everything is about service. Whether internal or external services, you need to deliver more, faster and higher quality than ever before. The bottleneck in your service delivery is a lack of automation, a poor self-service experience and no transparency in your processes. In addition to a world class, process driven service automation platform, you can deliver a world class experience with the power of knowledge management.
    Can you imagine how effective your service delivery to your organization and your customers could be if you enable the power of knowledge to everybody who needs it, at the time they need it? Empower your service delivery by combining service automation with a relevant knowledge base.
  • What’s New in ITIL 4? Key Changes, Implications, and Practical Guidance Recorded: Feb 28 2019 55 mins
    George Spalding, EVP, Pink Elephant
    ITIL 4, the latest version of the most widely adopted ITSM framework, has been released! This version integrates DevOps, Agile, and Lean IT principles for a holistic end-to-end systems approach.

    Pink Elephant, well-known for ITIL training and certification, has played an integral role in ITIL and IT service management over the past 30 years. The ITIL experts from Pink Elephant have been at the forefront of ITIL’s evolution since its inception, and are now playing a significant role in the development of the latest version, ITIL 4.

    Join George Spalding, EVP, Pink Elephant, 20-year ITIL veteran, who has been working with ITIL 4 since early last fall and who co-authored the ITIL V3 Continual Service Improvement volume, for an inside look at this most recent ITIL release.
  • Why Traditional ITSM Metrics Will Fail in 2020—And What to Do About It Recorded: Feb 19 2019 60 mins
    Stephen Mann, ITSM Analyst and Matt Klassen, VP Product Marketing, Cherwell
    Industry best practices provide IT service desks a wealth of metrics to adopt, and benchmarking data offers guidance on the KPIs to employ. These have both remained virtually static for the last decade or longer. However, a growing reliance on IT services, a rapidly changing technology landscape, and demands that the service desk shift from a cost center to a value center, is forcing IT leaders to re-think and re-define traditional KPIs and metrics. Those who remain complacent in this respect will almost certainly fail to deliver the outcomes the business demands.

    In this webinar, hosted by ITSM analyst, Stephen Mann, and Cherwell’s Matt Klassen, you’ll learn:

    • How the evolving workplace and employee expectations are driving the need for new KPIs
    • Why the adoption of self-service, automation, and AI require further changes to your measurement philosophy
    • Metrics you are using today that will no longer be relevant in three to five years
    • Tips for developing a new portfolio of metrics that will position you for future success
  • 5 Tips for ITSM Metrics That Drive Superior Business Outcomes Recorded: Feb 5 2019 60 mins
    Stephen Mann, ITSM Analyst and Matt Klassen, VP Product Marketing, Cherwell
    Thanks to your organization’s growing reliance on IT services, the importance of your IT service desk has never been greater. However, in order to deliver on ever-increasing expectations, and to maintain a seat at the table, your service desk needs to up its game. But where should you focus your improvement activities?

    The answers are held within your IT service desk’s performance management system and metrics. In this webinar, hosted by ITSM analyst, Stephen Mann, and Cherwell’s Matt Klassen, you’ll learn:

    • The most common issues associated with traditional ITSM KPIs
    • The impact of business changes on service desk metrics
    • How to assess the suitability and relevance of your current portfolio of metrics
    • Practical tips for defining and aligning KPIs to meet current and future needs of your organization
  • Top 3 IT Automation Use Cases that Bridge People, Process, and Technology Recorded: Dec 13 2018 30 mins
    Jeff Battaglino
    Automation is changing the way we work and live. From self-driving cars to AI-powered virtual assistants, everyone is scrambling for the latest in automated technology.

    The immense pressure for digitized business operations leaves enterprise organizations searching for process automation that improves accuracy and speed, while transforming the customer experience.

    In this webinar you will experience three process automation use cases that will free-up staff to work on more productive projects, reduce human error, and provide faster, more efficient responses to incidents and requests.
  • The Evolving IT Service Organization - From Silos to Business Shared Services Recorded: Dec 4 2018 62 mins
    Troy DuMoulin, VP, Research & Development, Pink Elephant
    Internal technology service providers are facing a period of major change and transition as they look for ways to support growing business demands coming from digital transformation, address technical debt, and find answers to the trend of increased use of shadow IT.

    These driving forces, as well as many others, are putting internal IT functions under intense pressure to rapidly transform their processes, culture, and technology platforms from a silo-based technology operating model to a shared services approach. This approach lowers variability, complexity, and risk to achieve greater scalability and improved cost.

    In this webinar, Troy DuMoulin, Pink Elephant & Matt Klassen, Cherwell will discuss the evolutionary stages that organizations follow as they move from a silo-based culture to a shared services model. Key takeaways from this session will include:
    - How organization establish process coherence in a complex supply model.
    - The role of a Service Management Office when establishing a shared service approach.
    - The transition from an IT shared services to a business shared services model.

    Guest Speaker:
    Troy DuMoulin
    VP, Research & Development, Pink Elephant
    ITIL 4 Lead Architect & Contributing Author

    Troy is considered by many to be one of the world’s foremost ITIL and ITSM experts and is a lead architect of the brand-new ITIL 4 certification scheme. A passionate and experienced executive consultant, Troy is always willing to use his extensive background to share what he knows and is always on the hunt for more knowledge. Troy is a frequent speaker at ITSM events, is an ITIL 4 contributing author, has contributed to several books based on ITSM and Lean IT concepts, and maintains a blog that is one of the industry’s most popular and informative.
  • IT Service Transformation: How to Make Work Flow Across the Enterprise Recorded: Nov 15 2018 59 mins
    Mike Johnson, Ryan Mulvaney, Mike Bollman, Pulin Bhatt
    As digital transformation moves from vision to reality, many organizations are still struggling with manual, disconnected processes. Gaps between systems, people, and functional groups stifle the cross-functional innovation needed to produce true transformation.
    IT teams that are leading the charge in the digital era are adopting solutions that integrate systems, automate enterprise-wide workflows, and offer a collaboration platform that transcends functional silos. They are automating key processes across IT, PMO, HR, Security, and Facilities.

    Join IT leaders for a discussion on creating a unified service experience, boosting productivity, and making work flow.

    Guest speakers:
    Mike Johnson, ITSM Administrator,Wendy's International
    Mike Johnson is the Primary ITSM Administrator and Developer for Cherwell at the Wendy’s International Corporate Office. Mike attended Ohio Wesleyan University and received a Bachelors Degree in Psychology with a primary focus in survey methodology and research based data collection. He has 6 years of experience with the Wendy’s brand and started out as a level one support technician. His other roles have included Data Analyst and Workforce Management Scheduler.

    Pulin Bhatt, Director of Client Services, University of Texas at Dallas
    Pulin Bhatt is the Director for Client Services in Office of Information Technology at University of Texas - Dallas. In his current role he oversees the Service Desk, Desktop Support, AV Technologies, Labs, and ITSM. In the past, Pulin has held various roles supporting End User Technology in different industries like Finance, Legal, and Corporate. Pulin holds an undergraduate degree in MIS and an MBA from Texas Tech University. Pulin is passionate about service excellence and bridging the gap between technology and those who use it.

    Ryan Mulvaney, Principal Consultant, Enterprise Service Management Practice, Business Forward
  • New to ITIL, ITSM, and Lean? Don’t Make the Same Mistakes We Did! Recorded: Nov 13 2018 57 mins
    George Spalding, Pink Elephant and Chuck Darst Cherwell Software
    The first lesson for implementing ITIL is...never implement ITIL. Rather, focus on the key pain points your organization is experiencing today and “cherry pick” the specific ITIL processes that address these points. Don’t worry about the theory, it is all about the results.

    Do you want to hear more?

    Join George Spalding, EVP, Pink Elephant, 20-year ITIL veteran, and co-author of the ITIL v3 Continual Service Improvement volume and Matt Klassen, VP, Product Marketing, Cherwell as they discuss the lessons learned over two decades of working to improve IT performance.

    Guest Speaker
    George Spalding, EVP, Pink Elephant
    One of North America’s most insightful and engaging ITSM and support experts, George is an ITIL® expert with more than 30 years’ experience in the IT industry and co-author of the ITIL V3 Continual Service Improvement core volume. George spent several years as a consultant to the White House on technical presentations and conferences. He also coordinated technical presentations for members of the President’s cabinet, the Smithsonian Institute and the Federal Bureau of Investigation. A regular author of IT articles and white papers and a sought-after presenter at global ITSM conferences and webinars, George’s winning personality captivates audiences, be it in print, over the airwaves or in person.
  • Enterprise Service Management: A Look at the Forrester Wave with Charles Betz Recorded: Oct 4 2018 56 mins
    Charles Betz, Principal Analyst, Forrester
    Enterprise service management solutions have expanded service thinking beyond IT. Vendor solutions enable organizations to broadly apply service management practices to the rest of the business, uncovering new value and improving service experiences across IT and non-IT business units. Forrester Research recently completed the first comprehensive survey covering 13 major ESM vendors. Join Charles Betz, Principal Analyst with Forrester, for an inside look at the latest Forrester Wave: Enterprise Service Management.

    Charles Betz
    Principal Analyst, Forrester
    Charles Betz is Forrester’s lead DevOps analyst serving infrastructure and operations professionals globally. In this role, he covers continuous deployment and release automation, incident management, and emerging topics such as containers and chaos engineering. He also covers the transformation of “traditional” IT operations organizations into next-generation digital service organizations. He retains an interest in enterprise service management topic areas such as service portfolio management, service catalog, IT asset management, application discovery and dependency mapping, configuration management, and CMDB as well as industry frameworks like ITIL, IT4IT, and COBIT.
  • The Future of ITSM: Secure IT’s Seat at the Table Recorded: Sep 11 2018 54 mins
    Matt Klassen, Cherwell; John Huckle, Business Forward; Ryan Mulvaney, Business Forward
    Digital transformation has become a mandate, not just for IT, but across enterprise-wide business processes, including HR, finance, and facilities. The IT organization has a unique opportunity to drive digitization and service transformation throughout the entire organization, overcoming traditional silos with a unified approach.

    Join VP of Product Marketing, Cherwell Software, Matt Klassen, John Huckle, CEO, Business Forward, and Ryan Mulvaney, Principal Consultant, Business Forward as they share how two global brands are leading the charge with digital/service transformation.

    Guest Speakers:
    John Huckle, Founder and CEO, Business Forward
    Ryan Mulvaney, Principal Consultant, Enterprise Service Management Practice, Business Forward
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  • Title: ITIL 4: Creating an Integrated Value Chain Among Dev, Ops and the Service Desk
  • Live at: Mar 26 2019 4:00 pm
  • Presented by: Troy DuMoulin, VP, Pink Elephant and Matt Klassen, VP of Product Marketing, Cherwell Software
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