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Achieving ITSM Excellence with the Service Desk at the Center

Help desk deployments are aging in many IT organizations. They have become a target for investment as IT moves to a service management model and IT service management requirements expand. The help desk has evolved into a multi-purposed service desk and now sits at the hub of many ITSM disciplines such as change management, workflow and escalation automation, the service catalog, and even the Configuration Management Database (CMDB). This presentation will discuss how IT can achieve many ITSM goals as it moves ahead with a help/service desk replacement strategy.
Recorded Feb 10 2009 41 mins
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Presented by
Lisa Erickson-Harris, Research Director at EMA
Presentation preview: Achieving ITSM Excellence with the Service Desk at the Center

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    William Bello FIP CIPP/E CIPM CIPT, Senior Privacy Business Consultant, Bello Consulting
    Fairy tales most often start with sentence: “Once upon a time there was a …” - Facebook?! Does any of you remember mobile app named “Foursquare”? It was very popular until a Russian-based developer used it to display “girls around me”. Data is a resource. Big data is a big resource. But - a big responsibility as well. It brings opportunity and it make threat. In world today we witness a steady rise of privacy concern and user awareness about what is right and what is wrong. Not only that, but regulations around the world guarantee certain rights to data subjects or consumers. Cambridge Analytica Ltd is very good example of Facebook data wrangling misuse or one could call this “data breach”.

    Careless use of meshed data or during company merge collecting data together from different anonymized sources into one data lake might be a potential serious risk for new organization. Can you imagine number of data collected over past decades on UK servers based on R&D under EU regulation? As we experience Brexit all the data wrangling using this meshed data raise legal ground question for further processing and secondary use. Privacy by design and by default is a key to proof accountability and key points we will discuss during talk are:

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    • How to secure enterprise data wrangling using GDPR and NIST as a privacy framework?
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    - Unit testing means what? A clear purpose for Unit Testing that translates into clear direction on what it should and should not be.

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    - An architecture for automating functional testing: Automated functional tests become much more maintainable when we use a multi-layered architecture to create them.

    - Testing in the CI/CD Pipeline: How can we fit all of this testing into our Continuous Integration, Continuous Delivery (CI/CD) pipeline and still have it complete quickly?
  • The Product Owner Diary: What it really takes to automate ITSM processes Feb 18 2021 6:00 pm UTC 45 mins
    Jill Mead, Product Agile Coach, U.S. Bank
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    Rupesh Kumar, AWS Solutions Architect Solutions Director - DevOps/Agile, Citizant Inc.
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    Grant Fritchey, DevOps Advocate, Redgate Software
    More and more organizations are moving vital workloads on to cloud architecture, especially their data. However, many are not ensuring that the same level of monitoring that they would perform in an on-premises environment. Performance problems on cloud infrastructures don’t simply result in slower databases, but in higher overall costs. This session will walk you through why you need to monitor your databases in the cloud. We’ll discuss some of the built-in architectures available to you using Azure and AWS as examples. We’ll also walk through additional resources from building your own monitoring solution to taking advantage of third party tooling. Moving to the cloud carries all sorts of advantages, but you need to be prepared to appropriately monitor your databases too. This session will help you get started.
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    3. Applying metrics to your organization

    Key Takeaway: Understanding why metrics matter and how they apply to your company
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    How converting your IT support user guides into animated videos can provide granular level learning to feed into corporate L&D objectives. Combine this with the adoption of a "design thinking" approach to your service innovations, can produce improved results in deployment, through increased end-user engagement, helping to drive up your innovation KPIs.
  • How ITSM & DevOps underpin future Ways of Working at Nationwide Building Society Feb 17 2021 11:00 am UTC 45 mins
    John Siddal, Director Of Service Delivery, Nationwide & Mark Rendell, DevOps Consultant
    Nationwide is in the midst of an organisation-wide pivot, realigning from a largely functional organisation to one fully aligned to our ‘Member’ needs. We’re calling these our ‘Missions’.

    We have made some incredible progress with our Ways of Working including adopting ideas from DevOps, Site Reliability Engineering (SRE), Intelligent Control and more generally Agile, and this has triggered revolution our ITSM processes.

    At our most successful we have built platforms where we can go from concept to releasing new services into production in less than two weeks. But our systems landscape is vast and our journey is far from complete.

    In this session we will discuss how critical finding a synergy between DevOps and ITSM has proven to be. We'll share some of our key lessons learnt, our future ambition, and the challenges we are still grappling with.
  • How to choose right metrics to measure DevOps practices? Feb 16 2021 10:00 pm UTC 60 mins
    Hasan Yasar, Technical Director, Adjunct Faculty Member, Software Engineering Institute | Carnegie Mellon University
    While getting so many benefits on DevOps and automation, nothing is more ubiquitous than the measuring the progress. There is a tremendous value of each stage of the delivery pipeline, from project inception to application deployment into the production environment and beyond on supporting operationally. When you collect the right data and visualize them properly, you will have continuous feedback on various stages to all stakeholders, great transparency and visibility, traceability of any given changes throughout the lifecycle, most importantly learning from each success and failure as a team. However, there are some challenges in selecting the right metrics, collecting data on various distinct development tools, overseeing many projects with different development teams and correlate distinct sources of data
  • Increase App Confidence using CI/CD and Infrastructure as Code Feb 16 2021 6:00 pm UTC 60 mins
    Angel Rivera, Developer Advocate, CircleCI
    Ever run code changes through CI/CD and everything passed clean and green in the pipeline checks, then experience undetected critical failures in the live target environment post-deployment? This scenario is very common and impacts many teams and organizations even the teams with the most rigorous testing practices. In most cases this behavior can be eliminated by running basic Smoke Tests on the application live in their target environments. Smoke testing apps in target environments will expose unwanted patterns/behaviors and provide a solid understanding of how the application will perform.

    In this talk Angel will discuss the advantages of implementing Smoke Test patterns into CI/CD pipelines using Infrastructure as Code (IaC). He will discuss how teams can leverage automation to ensure apps are tested live in target environments which provide valuable insights pre-deployment. Angel will also demonstrate how to leverage IaC to provision Kubernetes clusters, deploy apps, test live then destroy all the resources created in a single CI/CD pipeline run.
  • SIAM - The How part of DevOps Feb 16 2021 1:00 pm UTC 30 mins
    Siddharth Pareek, Global DevOps CoE Practice Lead, NatWest Group
    DevOps is not the wand for all the problems that exist in the IT world. Rather other bodies of knowledge are needed to answer the What & How part of cultural and mindset change to have business agility. That is where the Service Integration and Management (SIAM) value holds.

    This talk will present to you how:
    - How the SIAM ecosystem has helped the businesses in their DevOps transformation journey.
    - What are the patterns and antipatterns of having the best of both worlds of SIAM & DevOps?
    - How the nexus amongst SIAM, DevOps, Agile & Lean is needed in this fragile, not Agile world.
  • Open Source Online DevOps Dojo Feb 16 2021 11:00 am UTC 60 mins
    Chris Swan, Fellow, VP, CTO Modern Apps and Cloud Native & Tom Halpin, Technical Team Lead DXC Technology
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    ITSM and DevOps are often considered to be incompatible, however as the pace of change accelerates organizations that manage to hit the sweet spot of operating ITSM frameworks with DevOps speed of delivery will gain a competitive advantage from the resulting synergies.

    For organizations that have traditionally been focused on traditional ITSM skilling and/or reskilling to support a DevOps cultural pivot and DevOps tooling can be challenging.

    DXC Technology runs mission-critical systems with the latest technology innovations to deliver better business outcomes and new levels of performance, competitiveness and experiences for our customers. In this talk we will share how we are skilling and reskilling our workforce and helping our clients through "Online DevOps Dojos". The Online DevOps Dojo is a series of learnings and hands on micro labs which follow the guidelines of reference books such as "Accelerate" and the "DevOps Handbook". More that online learning experiences, we are talking here about online lab environments, supported by a (funny) story of a fictitious team.

    Half presentation, half demo, this talk will open your eyes on skilling and opportunities linked to training for DevOps the "Dojo" way.

    One last thing: the learning modules are open source: we invite the DevOps community to use and also contribute!
  • 5 Levels of High Availability: from Multi-instance to Hybrid Cloud Feb 16 2021 9:00 am UTC 60 mins
    Rafał Leszko
    Does running your application on multiple machines mean it's highly available? Technically yes, but the term HA is already more than that. Take Kubernetes installation, if you install it on AWS, it's not considered HA unless your master nodes are in different availability zones, not only on different machines. And actually, there is much more on that topic.

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    2. Multi zone
    3. Multi region
    4. Multi cloud
    5. Hybrid cloud

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    David Pool, Consultant, Agile Channel Consultancy
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    The topics covered are:
    - How to manage your workloads with next-gen monitoring & AI: What changes with the deployment of serverless & microservices and what are the impacts of accessing the workloads in a multi-cloud environment through a Cloud Management Portal.
    - How automation and DevOps enables: self-service, compliance, security governance, API integration, and implementation of standard processes such as patching.
    - Remote working: internally and externally managing customers that are also remote, the skills and tools that enable employees & organisations to provide quality services.
    - Security: embedded in design and operations from day zero, real time compliance, granular role-based access, and use of AI to identify anomalies,
    - Cloud based working brings a range of new commercial models, covering the purchase, operation, and optimisation of cloud services. This includes the evolution of the service levels agreement.
    - Vendor based tools are catching up with the third-party vendors. How do you take advantage of these options that often provide some cost benefits.

    The key learning points will be:
    - Insight into the adoption of automation within service desk operations.
    - Examples of the best practice in the use of next generation monitoring tools and the value created.
    - Overview of the leading tools being used to enhance service desk operations
    - Where cloud security sits within the service desk operations and why it’s critical to embed security from day one of the design.
    - The applications being used to enable successful remote service desk operations in the current pandemic.
  • We Hear for You - The Future of Help Desks in 2021 Recorded: Dec 4 2020 34 mins
    Jo Lynn Clemens, Sarah Copeland, Ashish Santha Kumar, Peter Nassos, CPA, CPCU, CISSP, Head of Security, I've Been Vetted
    The help desk has become increasingly important to not only determine problems that might arise within an application but also to determine a customer's level of satisfaction with the application and preferred features and recommendations. As such, the help desk has morphed to include functions that were traditionally outside of the Help Desk role. Such services include Customer Service, Sales, and Marketing. As more and more companies become aware of the wealth of information available throughout the Customer Journey, we will find more valuable data to improve the efficiency, satisfaction, and effectiveness of solving our customer's pain points both today and tomorrow. Why? Because "We Hear for You."

    In this presentation you will learn;

    1. Emerging communication channels that meet the customer where they are
    2. Improvements in ensuring agents are more skilled at addressing customer problems
    3. The importance of analytics in honing the customer journey through real-time insights that enable companies to "hear" their concerns
    4. How automation can be used to improve efficiency
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  • Live at: Feb 10 2009 8:00 pm
  • Presented by: Lisa Erickson-Harris, Research Director at EMA
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