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Using Lean and Six Sigma to Make Incident Management Work Better Together

This webinar will show you how we used some specific tools and techniques to identify where problem management was failing and how a poor incident management process was the root cause.
Recorded Mar 25 2015 35 mins
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Presented by
Derek Lonsdale, IT Transformation leader, PA Consulting
Presentation preview: Using Lean and Six Sigma to Make Incident Management Work Better Together

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    Many organizations are using the ITIL framework in their day to day operations. Often, the processes are implemented but they rarely offer the value that was expected. The COBIT 5 framework has evolved from a practice used by auditors to a framework that is focused on governance and management of IT with many uses across the enterprise. In this presentation, we’ll look at how key areas of the COBIT framework can enable the continuous improvement of the ITSM processes that really matter to IT and the business. We’ll also look at real world examples of how the framework is applied to create a repeatable approach for understanding process capability and enabling continual improvement of ITSM processes.
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    of The Authentic Service Lifecycle in relation to DevOps
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    We will also go over the three fundamental building blocks of
    transformation to achieve the right collaborative model for
    your business.
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    Speaker's BIO:

    Akshay Anand is a Product Development Manager at AXELOS®, working on the development of new guidance and research within the IT Service Management (ITSM) portfolio. He previously advised Fortune 100 clients on how to improve their ITSM capabilities, implemented toolsets such as Remedy and ServiceNow, and headed up global ITSM activities at Macmillan Publishing. He has spoken at numerous conferences, including Knowledge and DevOps Enterprise Summit, presenting case studies and thought leadership on ITIL, ITSM and Information Lifecycle Management (ILM).
    More recently, Akshay has focused on bringing together Agile development teams and ITSM professionals to address challenges posed by emerging technologies and market shifts, for example the consumerisation of IT, and the rise of mobile and cloud computing.
    He has worked in many countries around the world, including India, USA, and UK. He infrequently tweets as @bloreboy, about ITIL, DevOps, food, and heavy metal.
  • Thinking from the ‘Outside In’ in ITSM Sep 21 2017 10:00 am UTC 45 mins
    Ian MacDonald, ITIL Consultant, Trainer and Author
    The commercial success of the IT service provider is based on its ability to provide customers with affordable, high quality IT services that provide good value for money.

    The paradox is that the provision of affordable, high quality IT services may not be perceived as providing value and value for money by the customer if their service expectations have not been satisfied and their perceptions of the IT service provider have not been positively influenced.

    Where customers don’t recognise the value provided then you become a cost which is a precarious position to be in.

    The IT service management strategy needs to recognise that it needs a strategic approach that positively responds to the needs and expectations of their customers and provide the platform to ensure customers ‘see and feel’ the value and value for money provided.

    In this session we consider the best strategic approach to achieve this.

    This session will provide learning and guidance on:-

    •The concepts of value in all its forms
    •Customer expectations of the IT service provider (over and above meeting service commitments)
    •Understanding the strategic approaches of Inside Out vs Outside In
    •The benefits of taking a balanced approach to In shaping your ITSM strategy
    •Defining an ‘Outside In’ strategy framework
    •Practical guidance on how to implement an ‘Outside In’ approach within ITSM
  • Service Asset and Configuration Management – The backbone of modern ITSM Sep 21 2017 8:00 am UTC 45 mins
    Lari Peltoniemi, Senior ITSM Consultant, Wakaru
    Service Asset and Configuration Management (SACM) has been in the core of IT Service Management since the very beginning. As the world changes and different isms come and go, SACM not just remains important but it becomes ever more important. In this presentation we will cover fresh perspectives e.g.:
    - How SACM is key capability when doing Service Integration and Management;
    - How Agile method ideas and SACM fit together;
    - How evolvement of technology has affected the perspective what needs to be managed with SACM;
    - How SACM is one of the best friends of Privacy and the coming GDPR legislation;
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    SACM is even more relevant today as it was before. As the world changes also SACM needs to develop. Welcome to hear fresh thoughts about hoe to manage the core information that your IT Service Management runs on.

    Presenter's bio:
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    Anthony Orr, ITSM Best Practice Director, ITIL 2011 Author, Samange
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    About the speaker:

    Damian has worked in the IT Industry for over 25 years, including the last 8 years as Director of IT & Service Delivery in the UK for one of the largest global SI’s (the $13bn turnover NTT DATA). Damian has transformed the Service Operations of NTT DATA and a number of other leading organisations.
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    Ryan D. Schmierer, Principal Consultant , RS Consulting NW
    IT organizations have struggled for years to move beyond monitoring of technology components and measure the performance of business processes, services and end user experiences. Operational Technology (OT) and the Internet of Things (IoT) provide a unique opportunity for service management professionals to embed sensors, collectors and instrumentation capabilities directly into the interactions between users and IT Systems. This webinar will provide an overview of the use of OT and IoT in the IT monitoring context, some management considerations and a look forward at how these capabilities are expected to evolve over the next 2-3 years.
  • Connecting Metrics to Business Value Recorded: May 18 2017 43 mins
    Anthony Orr, ITSM Best Practice Director, ITIL 2011 Author, Samange
    Many organizations struggle with defining metrics for business and IT value. Metrics are disconnected from real value in such that after they are defined, no one either pays attentions to them or can make a decision relative to the metrics being reported on. In this session Anthony will discuss how to tie metrics to business and IT value for improved decision making. Including how metrics relate to IT projects and operational efficiency and effectiveness.
  • Magic Numbers in ITSM - Measure What Matters Recorded: May 18 2017 43 mins
    James Finister, Global ITSM Strategist at Tata Consultancy
    Great managers understand the value of numbers. But for many of us they are a safety net to defend what we do, not a catapult to corporate success.

    Numbers tell a story, and in this session James Finister will tell you how we can use numbers to articulate and communicate the value of IT at a corporate level whilst avoiding common pitfalls

    James will put to to rest the myth of lies, damned lies and statistics whilst promoting a mantra of measure what matters.
  • The Compelling Case for 'Swarming': an Intelligent Alternative to Tiered Support Recorded: May 17 2017 49 mins
    Paul M. Dooley HDI Faculty Member, ITIL Expert Optimal Connections, LLC
    The business and IT landscape is changing in significant ways...

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    -To help meet this demand, new emerging best-practices such as Agile and DevOps have arrived on the scene, delivering continuous software changes into the live environment

    -The trend toward self-service continues, enabling end users to handle most of the simple issues themselves - engaging the service desk only when complex issues arise

    -Support issues are becoming increasing complex, driving the need for collaboration, and knowledge sharing across IT functional groups (many of which remain "siloed")

    -Customer and user expectations are rising in terms of higher uptime, and faster resolution to any issues

    Nevertheless, many IT organizations and support center continue to implement the traditional "tiered support model" in their service desk and support centers, composed of ...

    Tier 1 - the front line support team of generalists that tries to resolve most issues

    Tier 2 - a second line of specialists that tries to resolve the rest

    Tier 3 - a third line of very specialized developers, technicians, and
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  • Panel: 5 Steps to Building a Killer Service Catalog Recorded: May 17 2017 63 mins
    Erika Flora, ITIL Expert, Principal, Amanda Fairbrother, ITIL Expert, Senior ITSM Advisor, Lindsey Semon, Comm Lead, BEYOND20
    Ah, the Service Catalog. Every organization needs one, but few have one they truly love. It sounds so easy, doesn’t it? Create a menu of IT services, then communicate said menu to your customers. Done!

    Sadly, the above scenario is a rare one. While most of our organizations have some semblance of a Service Catalog, it’s often a bit of mess, hasn’t been updated in a while, or lives in a perpetual state of almost done. If any of this sounds painfully familiar to you – or if you fall into the camp of not having a Service Catalog at all – be not afraid!

    Why not? Because the BEYOND20 Catalog Doctors are here to help (trust us, *we’re doctors)! We’ve seen it all, and have helped strategize, design, and build countless Service Catalogs over the years. Our panel of catalog experts (or **doctors) will be sharing their knowledge, recommendations, and practical advice on how to quickly build a Service Catalog both you and your customers will love - with as little pain as is humanly possible.

    *This is patently false. It couldn’t possibly be less true.

    **Not doctors. Can’t stress it enough.
  • Panel: How a Digital Business Model will Impact IT Service Management Recorded: May 17 2017 59 mins
    Matt Hooper, Tom Catalini, Carlos Casanova, Marcel Shaw
    Modernize IT by taking a business centric approach to improve current business processes that support organizational objectives. This panel will discuss best practices for building a digital business model, and how IT modernization will impact IT service management

    - Matt Hooper
    Digital Transformation expert, author, podcaster, blogger, & Twitter addict, Matt Hooper is an engaging international speaker on agile business management, leadership, technology, & customer service. His 20+year career has taken him from help desk analyst to CIO. An active member of the ITSM, DevOps, & Agile communities @Vigilantguy

    - Tom Catalini
    Tom Catalini is an author, blogger, and speaker who teaches lessons on professional development and leadership based on his real-world experience as an IT Leader in nearly every type of business environment. He has written 2 books on communication skills for IT professionals (available on Amazon) and blogs at www.tomcatalini.com and on www.CIO.com.

    - Carlos Casanova
    Speaker and co-author of “The CMDB Imperative.” Carlos Casanova is a trusted advisor to Fortune 500 companies, a mentor and coach – someone who strives to do more than simply fix ITSM issues. His decades of experience in a wide range of industries, across large and small organizations enables him to listen and provide sound advice that enable positive business outcomes. Carlos is a blogger at http://carloscasanova.com/blog/ He is also a guest writer for TechTarget and a contributor to Global Podcasts at “All Things ITSM” www.CarlosCasanova.com

    - Marcel Shaw
    IT blogger at who focuses on IT service management, asset management, and endpoint management. Marcel has worked as a technical consultant for over 25 years, and has also consulted as a legal expert witness for a top Washington DC law firm. Marcel works extensively with United States federal government agencies building IT solutions. Twitter - @marcelshaw www.marcelshaw.com
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    Shouldn’t IT be more than just an “order taker”? Shouldn’t a Service Catalog reflect the results of strategic investments and decisions made by the business about its use of IT, and not read like a drive-thru window menu?
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  • What’s Wrong With Your Metrics – and why they drive you to make weak decisions Recorded: May 16 2017 49 mins
    Dan McLean, ITSM Consultant and Author
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    Learn about improving your metrics so reality improves as well as the measures.
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  • Title: Using Lean and Six Sigma to Make Incident Management Work Better Together
  • Live at: Mar 25 2015 4:00 pm
  • Presented by: Derek Lonsdale, IT Transformation leader, PA Consulting
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