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ITSM Implementations - Patterns, Trends and Lessons

In this presentation, Dhiraj presents a thorough analysis of current patterns and emerging trends in ITSM Implementations. Specifically, Dhiraj discusses the reasons ITSM implementations are initiated, where ITSM lives within the IT organizations, the structure of the team delivering the project and various models for implementation. Additionally, Dhiraj presents the following six key lessons learned thru his years of extensive experience in ITSM implementations.
1.Adoption OVER Invention
2.Process AND Tools
3.Integration NOT Siloed Optimization
4.Continuous Improvement NOT Perfection
5.Benchmark against Peers and
6.SCOPE, SCOPE, SCOPE
Recorded Jun 10 2010 48 mins
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Dhiraj Gupta, Professional in Service Management (PSM) ITSM Process Architect, Progressive Insurance
Presentation preview: ITSM Implementations - Patterns, Trends and Lessons
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IT Service Management

  • Why Digital Transformation Matters for Improved Employee Experience Dec 7 2021 6:00 pm UTC 60 mins
    Muddu Sudhakar, CEO, Aisera
    Among the many factors that continue to drive change in today’s ever-evolving business landscape, two stand out: digital transformation and COVID-19. With COVID-19, IT organizations and service management teams are shifting priorities. The challenges with supporting remote workforces suddenly changed, resulting in new mandatory requirements for an agile, flexible, yet resilient approach to delivering better employee experiences while trying to maintain business growth.

    Digital interactions are the new norm, where large populations of remote workers require support services by IT services. The best modern support experiences leverage AI and hyperautomation to give employees a personalized and frictionless experience across all channels. Scaling service experience with self-help AI-driven resolutions and end-to-end automation to augment business tasks, actions, and workflows are the key to accelerating business transformation.
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  • AISM for IT and DevOps Aug 10 2021 5:00 pm UTC 60 mins
    Muddu Sudhakar, CEO, Aisera
    The agility, iterative approach, and reactive nature of DevOps took the place of the endless preparatory and super conservative planning for even the smallest change typically common in older IT environments. However, the extremely dynamic nature of modern application stacks and deployments has created a new set of problems.

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  • Countering Social Engineering with an ITSM-DevOps Approach Recorded: May 20 2021 63 mins
    Kim Scofield, Partner & Founder of Bad Wolf Community; Founder of Blonde Bad Wolf Consulting and Space 42.ca
    2021 brings great change and great opportunity. As organizations power up both their technology and their people, in many cases as a direct result of pandemic pivots, ITSM must match these choices by powering up our collaboration, cross-team communication, and organizational support from all levels - end-user to the boardroom.

    In this talk I want to focus on a specific area of ITSM that is particularly affected by this rapid acceleration of technology: end-user security breaches. Accelerated adoption of technology increases opportunity for cyber-criminals to slip past our defences. Accelerating technology, without accelerating Digital Transformation, is a recipe for social engineering disaster.

    To combat this, let’s re-engineer ourselves, as ITSM, to team up with our end-users and put a wrench in the social engineering tactics of cyber criminals by bringing together the powerhouse resources of the agile, collaborative culture of DevOps (Development and Operations), and the process and control of ITSM (Information Technology Service Management).

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    Takeaways
    ⁃ Effective ITSM starts with your IT team - Create a strong, unified, team working within a culture of communication and collaboration.
    ⁃ CSuite buy-in: A solid ITSM framework can to the optimal budget, analytics, and ROI.
    ⁃ Empower the end user - accelerated adoption of technology leaves wide gaps for cybercrime to slip past our defenses. Educate, support, and listen.
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    The security function in most development environments is broken. With engineers focused on features and devops allowing them to move rapidly and self-provision around their own hurdles, it’s impossible for reactive, traditional security tools to keep up with an ever changing production environment. Even with a security engineer within the team, the chance of catching every bad-default in Terraform, or hidden * in a wide-open IAM policy is next to impossible with the ever growing suite of cloud services. In this talk, we’ll show how to, with very little effort, shift security left into code, enabling automated scanning and highlighting of security risks at build time, with helpful remediation advice for all. Knowing is the first step to improving, and automation makes knowing easy. You bring your DevOps pipeline, we’ll show you how.
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    Deepak Ramchandani Vensi, Director of Strategy & Transformation at Contino
    With adoption of Cloud, Digital and Data growing at exponential rates, the need for mature digital operational practices continues to be a key challenge for organisations. With the growing emergence of techniques such as SRE, FinOps, GitOps, MLOps and the expectation for teams to deliver against DevOps and Agile practices, organisations need to be able pull all of these together into a cohesive framework to deliver against their digital transformation goals.

    Over the past 6 years, Contino has been working with the world’s leading brands to transform their Operations and ITSM functions to move towards a modern operational approach, combining the rigour and discipline of ITSM with the proven engineering principles of Cloud & DevOps.

    Join us on this webinar to learn more about:

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    -How do techniques such as SRE, FinOps, GitOps, MLOps fit into your Digital Operations Framework Cloud Operations playbook?
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  • Maturity Through Metrics Recorded: May 19 2021 56 mins
    Beverly Weed-Schertzer, Author at edifyIT
    Reporting only at the technical level in Information Technology only impedes ITSM success. The goal is to drive business performance, growth, and sustainability through technology. To begin, you need to understand the current ITSM environment that manages the technology performance. Once this is understood, set the intentions to mature business performance through the use of metrics. In this webinar, I'll cover ITSM metrics and the essential business maturity metrics that provide a well rounded outlet to measure ITSM and its impact or influence to business performance.

    - IT as a strategic business unit
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  • Proactive Breach Prevention using Automated Compliance and Continuous Auditing Recorded: May 19 2021 24 mins
    Niklas Nilsson, Senior Information Technology Consultant at Nexer Group
    Requiring non-security specialists to describe their posture and informing the management hierarchies on our current security posture is difficult. The language is foreign and does not lend itself to exactness. The eternal question is “Are we secure? The expected answer then cannot be “It depends…”, but rather an aggregated statement, very close to a single “Yes” or “No”.

    In case of a negative response, it is also expected to hear of the gaps and the plans to fill them to become secure again.

    To accomplish this aggregated statement, a traditional assurance cycle of up to a year is too slow. The product owners need to have security activities in their backlog, they need to know when circumstances change to be able to address them based on risk. The management hierarchy needs to be informed with the current security posture and what implications that brings.

    The road to prevent breaches is paved with measurements, a quick feed-back loop and AI assisted decision making. All meant to push security decisions out in the organization.

    Here one could add the analogy of driving a car, where the driver, or senior manager, has to take decisions based on situational awareness and information provided by the car. The driver does not need to know the exact oil pressure or the cooling temperature, but rather if it has reached a hazardous level. The driver cannot base decisions on oil pressure solely by dipping the stick before starting the journey, which would be equivalent to classic compliance.

    To prevent breaches senior management need to know that circumstances have changed, when they change, and ultimately that they are about to change.

    In this webinar you will be inspired by a Proof of Concept and an idea of how to implement and extend it.
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  • Metrics that Matters: Measuring ITSM in 2021 Recorded: May 19 2021 61 mins
    Panelists from: HCB/UTK, JPC Group, EasyVista, Apollo-Is, and Digital.ai
    The metrics that mattered in March 2020 may not be the metrics that matter in May 2021. With the pandemic forcing Digital Transformation initiatives to accelerate at a previously unrecognizable pace, we’re bringing together ITSM experts to explore and debate the essential metrics that ITSM and business leaders value.

    From why it’s crucial to approach metrics with discipline and excitement to the best ways to measure success, we’ll be discussing :

    -Which metrics align to business outcomes, and why they’re of utmost importance
    -Which metrics directly align to revenue and should be focused on
    -Which perspectives are important when forming your ESM metrics strategy
    -Why metrics should be a priority, not an afterthought for ITSM leaders
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    Moderator:
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    Panelists:
    Julia Bell, IT Security Manager at HCB/UTK
    John Custy, Managing Consultant at JPC Group
    Evan Carlson, Chief Revenue Officer at EasyVista
    Ben Sapp, Insights Architect at Digital.ai
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    Robert Falkowitz, General Manager at Concentric Circle Consulting
    Service management frameworks all tell us of the importance of service value. But how do we measure that value? And how do we use those measurements to manage our services? In this presentation, we look at service value in the context of service systems. A typology of service values is described. We recommend metrics for measuring each type of service value. Finally, we look at who uses those measurements and how they contribute to managing services.
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  • Automation First Mentality to Optimize IT Service Desk Operations Recorded: May 19 2021 14 mins
    Christos Karafeizis, CEO at Gaspardesk
    Work From Anywhere (WFA) is becoming the new norm and it is here to stay post Covid-19. Today’s tools and processes are not able to meet support needs of employees at companies around the globe and as a result number of incoming tickets and resolution times have significantly increased. There is need for IT Service Desk teams to rewrite the playbook on how to manage internal teams and their support requests.

    In this session, we will cover why IT Service Desk teams need to adopt an Automation First Mentality that is centered around the needs of employees and IT Support Agents. The combination of human + machine will beat a human or a machine at almost every task. Join us to learn what tools and best practices should be implemented to reduce number of incoming IT support tickets and increase employees’ productivity.
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  • Automate Everything: Breaking down ITSM process barriers through automation Recorded: May 18 2021 23 mins
    Nicholas Jager, Director, IT Service Management & Operations at PwC, President Elect, itSMF USA
    Stuck with manual and repetitive IT Service Management processes from 15 years ago? Are your business partners complaining that the velocity of IT change is too slow? Is your user experience with IT services below par?

    In the age of digital disruption and new delivery methodologies such as Agile, DevSecOps, CI/CD, and the cloud, IT service management practices must evolve to support the demands of the business and advancements in technology.

    Luckily, due to advanced capabilities in market leading ITSM platforms and refreshed service management frameworks such as ITIL 4, companies are able to overcome common service management challenges of the past. Join us for conversation as we share real world examples of how organizations, at enterprise scale, can uplift their IT delivery capabilities in a significant and rapid way through the use of automation.
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  • How to Implement an AI Service Desk for Enterprise IT Recorded: May 18 2021 44 mins
    Muddu Sudhakar, CEO, Aisera
    With the consumerization of enterprise IT, employees are expecting the same level of service excellence from IT service management (ITSM) solutions. Users expect enterprise services to be delivered instantly, in the device and channel of their preference, with a high degree of personalization and without having to talk to someone. Leading enterprises are now transforming toward ITSM+ by embracing cognitive AI, Robotic Process Automation and Conversational Experience, which promise to boost productivity while using fewer resources, achieving greater cost savings and delivering an engaging customer experience for enhanced satisfaction.

    In this talk, we will start by drawing the Service Desk Journey, from Help Desk to Today's Segregated Service Desk, highlighting business and operational challenges affecting Employees, Customers and Service Desk Service Agents. We will then introduce the new paradigm shift of ITSM+, and present in great details the a novel five-layer reference architecture. We will walk the audience through each of the comprising layers and conclude with how to get started in this disruptive digital transformation.
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  • Architecting the Transformation Recorded: May 18 2021 43 mins
    Asanka Abeysinghe, Chief Technology Evangelist at WSO2, Inc
    Most organizations engaged in transformation today are moving from left to right in digitally-driven maturity models. The objectives are well known: increase agility, boost productivity, and provide seamless digital experiences for consumers.
    Architects play a pivotal role as the curators of this transformation. In this session, Asanka will share his experience on how architects can contribute and introduce a framework to follow on refactoring enterprises.
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  • Enterprise Automation and RPA: All about Botifying the BOT Recorded: May 18 2021 34 mins
    Fawzi BenMessaoud, Professor of Informatics & AI, Indiana University & Purdue University School of Informatics & Computing
    Fueled by extreme connectedness, data explosions, cloud computing, and the rise of AI and the democratization of AIOps, AI and cognitive bot automation has becoming the most integral part of any organization’s Digital Transformation (DX) strategy. Robotic Process Automation (RPA) has also permeated most organizational and social environments to become an engine for innovation and a driving force in just about all enterprises. However, with RPA, it takes more than just an IT or DX strategy to deploy a digital workforce to automate or utilize cognitive bots to improve the user experience and business insights. This session addresses how Enterprise RPA is all about Botifying the “BOT”, Business, Organization, and Technology to provide insights only humans were capable of doing up to this point or numberX human productivity and performance i.e. 10x more. This session also shares insights and advice on how RP4A, not just RPA would deliver on the advantage of freeing humans to focus on tasks that do require emotional intelligence, consciousness reasoning, ethical judging, and the human factor interactions with customers, rather than performing repetitive and boring tasks.
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  • Pitfalls in privacy data wrangling Recorded: Mar 16 2021 47 mins
    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:

    • Data wrangling core ideas of discovering, structuring, cleaning, enriching, validating and publishing during data life cycle stages: collection, processing, disclosure, retention and destruction

    • How to secure enterprise data wrangling using GDPR and NIST as a privacy framework?
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  • Thinking Like A Hacker Recorded: Mar 15 2021 55 mins
    Josh Stella, Fugue Co-Founder, CEO and CTO
    When it comes to cloud misconfiguration vulnerabilities, compliance frameworks and monitoring tools aren’t always going to help you. If you’re using the cloud, odds are your security model is broken.
    The cloud changed the way hackers think and operate: Rather than targeting an organization and then searching for vulnerabilities to exploit, hackers use automation to scan the internet looking for cloud misconfigurations to exploit.

    Once an attacker has access to your environment, they use IAM resources like a network to move laterally, find data, and extract it. We’ve graduated from simple misconfiguration mistakes to techniques bad actors are using today to breach data out from under the most advanced cloud security teams—often without detection.

    In this talk, Josh Stella Fugue Co-Founder , CEO and CTO, will put you into the hacker mindset so you can think more critically about fixing your broken cloud security.

    Specifically, this talk will cover:
    - Common cloud misconfigurations that compliance won’t catch
    - How attackers take advantage of IAM misconfigurations
    - How to find advanced misconfiguration vulnerabilities and fix them
    - Strategies for remediation and building security into cloud design
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  • Taming the Wild, Wild (Service) Desk! Recorded: Feb 22 2021 33 mins
    Reverend Samuel Nixon Jr., CEO/Founder, humble1, LLC
    It’s inevitable that a good service desk attracts traffic. But what happens when the traffic picks up, the
    requests come heavy and the time grows shorter for responding effectively? A new approach is
    required and innovation must speak to the matter. This session will open up the kinds of challenges and suggest relevantly appropriate responses to make the IT Service desk a more tamed and manageable center of activity --- without having pull your hair out to do it!

    We will learn:
    1) What makes a good IT service desk effective and desirable?
    2) How does it respond to requests with sound and clear management?
    3) When does the level of activity warrant sounding the alarm?
    4) What innovative range of responses may be considered?
    5) How do we keep the IT service desk tamed and timely?
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  • How Conversational AI & RPA Accelerates ITSM Automation Recorded: Feb 18 2021 27 mins
    Muddu Sudhakar, CEO, Aisera
    With global work environments shifting, the need for scalability and automation is urgent to handle the influx of employee requests for IT support—and to offer user satisfaction in an anxious time. Demands on the IT service desk include the challenge of licensing costs, handling more common processes and tasks, enabling higher levels of employee self-service, and speeding issue resolution.

    AI-enabled employee self-service can auto-resolve the majority of repetitive requests, freeing the IT team to focus on business-critical issues. Aisera enables automation of repetitive IT tasks, actions and workflows while allowing workers to auto-resolve their issues using Conversational AI and Conversational RPA—uniting people without physical contact. Aisera also leverages the power of AI with existing ticketing systems to bring users and services together, despite social distancing, for vital business continuity. Remote workers get the streamlined support they need to stay productive.

    - No additional capital resources are needed to handle employee support requests from remote workers
    - Companies can leverage out-of-the-box AI solutions to accelerate IT service delivery in real-time, using their existing service desks
    - Conversational AI and RPA can improve employee experience at scale to ensure 24x7 business continuity and support
    Watch now
  • Test Automation Architectures (The Pyramid and More) Recorded: Feb 18 2021 49 mins
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    We will use the Pyramid as our touchstone for delving into some excellent guidance on test automation from both the Agile and the DevOps communities, like:

    - Divide and conquer: How can we treat test automation not as a single big problem, but the Agile way – as a series of small workable problems.

    - Unit testing means what? A clear purpose for Unit Testing that translates into clear direction on what it should and should not be.

    - What comes before Integration testing? A look at what it takes to actually test interfaces. (Hint: It’s not integration testing!)

    - GUI-less Functional test automation: Full testing of the functionality of our application without the complexity and brittleness of going through the graphical user interface (GUI).

    - 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?
    Watch now
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  • Title: ITSM Implementations - Patterns, Trends and Lessons
  • Live at: Jun 10 2010 4:00 pm
  • Presented by: Dhiraj Gupta, Professional in Service Management (PSM) ITSM Process Architect, Progressive Insurance
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