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DevOps Needs Metrics

How do you know you are on course?
How do you know your Agile is making things faster?
How do you know your ITSM is making things safer?
How do you know your lean is making things better?
How do you judge whether you are improving or getting feedback at the right time and for the right purpose?
How do you know feedback is being used?

DevOps is there is help guide you on WHY you want to use metrics that are key and what these metrics will help you change. DevOps challenges you you to use them wisely though and this in itself is a cultural shift. Metrics drives collaboration and communication. Learn more via this session on how Key Indicators of Performance can help your idea to realisation (development of an idea until it goes operational) lifecycle.
Recorded Aug 9 2016 39 mins
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Presented by
Daniel Breston, Chief of DevOps Transformation, Ranger4
Presentation preview: DevOps Needs Metrics

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  • Channel
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  • Engage End Users in ITSM Initiatives to Create Raving Fans Nov 16 2017 6:00 pm UTC 45 mins
    Pam Erskine, Principal Consultant & IT Transformation Strategist
    Every end user in your company plays a part in successfully helping IT adopt new best practices such as ITIL, SIAM, DevOps, etc. They use the new functionality that it delivered. They experience the delay in resolving a problem. They use a workaround when the IT service isn’t available. The end users are the ultimate beneficiaries of your services. Ignore them when you are implementing best practices and you’ll diminish the value of your initiative. Embrace them and you will improve customer satisfaction and your return on investment. In this session, we’ll explore how you can engage your end users to achieve a stronger result and create raving fans!
  • ITSM as a Self-Service Nov 16 2017 4:00 pm UTC 60 mins
    William R. Harrison, Managing Director / ITSM SME, WRH ZSERVICES, LLC
    IT Service Management

    Utilizing automation toolset features to maximize Self-service commitment --- driven through customer facing process standards that is intended to:

    1- Ensure client / customer engagement, and;
    2- Create ease of management, for the IT business, for those who are consuming the support & services of your organization.
  • Self-Service - Is this the future of ITSM? Nov 16 2017 1:00 pm UTC 45 mins
    Hitesh Patel, International Senior Transformation Consultant, Trainer, Coach and Author Founder and CEO of AIL
    The focus will be describing how service management is moving towards Self-Service automation as a way of improving service delivery. We will mention the need for tools and strong processes, as a way of enhancing our Self-Service capability. We will walk through a client case study where Self-Service has been adopted and huge successes being witnessed across the organization, as well as talking about some of the key pitfalls to be aware of when rolling out this core feature.
  • SIAM and your Strategy Nov 16 2017 11:00 am UTC 45 mins
    William Hooper, Oareborough Consulting, Member, The Independent Advisory Network
    The business is increasingly demanding of IT: do more with less; support the business units in establishing a competitive lead; deliver innovation; be agile and work faster. SIAM looks like it might be useful, but the case will have to be built on the contribution to the business. Where is the return, the risk and how to get started?
    In this session, William will take you through building a strategic approach that is relevant and compelling to the business and manages the risks.

    Speaker's Bio:

    William works in the delivery of transformational change, supporting his clients in capturing the greatest benefit from their IT and BPO services. His work combines strategy, sourcing advisory, operational delivery, financial and commercial aspects, including the resolution of disputes. He has delivered several SIAM assignments, working for both suppliers and client-side.
    William has worked with leading outsourcing providers and PA Consulting, a leading management consultancy, now running his own firm as well as delivering with others. He is a qualified accountant (ACMA), chartered engineer (CEng), an experienced project and programme manager, is skilled in service management, is a chartered IT Professional, a member of the British Computing Society and holds an MBA degree from London Business School.
  • SIAM – Where are we now? Nov 15 2017 1:00 pm UTC 45 mins
    Steve Morgan, IT Service Management, IT Management and SIAM Consultant, Syniad IT
    Service Integration and Management (SIAM) has been prevalent in the industry for a number of years. As more and more organisations look to adopt SIAM strategies, how is the concept of SIAM evolving? What are the key developments which customers should be considering in their SIAM programmes and what are customers demanding from the service provider community?
  • Service Integration in Outsourced Services Nov 15 2017 9:00 am UTC 60 mins
    Pavel Haimi, Head of Service Management Concept, Sofigate & Michael Imhoff, Senior Manager, Sofigate
    Service Integration focuses on managing the delivery of services provided by multiple Service Providers and is being adopted rapidly by organizations. The presentation focuses on key principles of Service Integration as well as on insights and practical examples within SIAM.
  • Engaging Asset and Configuration Management for the Internet of Things (IoT) Nov 14 2017 4:00 pm UTC 45 mins
    Anthony Orr, ITSM Best Practice Director, ITIL 2011 Author, Samange
    Every service needs support. A key aspect of ITSM/ITIL is service support. IoT, Things need support and can help deliver better services for you organization. The key is understanding the architecture and the platform that is needed in order to take advantage of the synergies between IoT and ITSM/ITIL. In this session, Anthony will explain the next stage of ITSM/ITIL evolution that embraces the Internet of Things.
  • [Live Panel] ITSM and Digital Transformation Recorded: Sep 22 2017 52 mins
    Moderator: Steve Morgan; Panelists: Rajiv Dua, Vernon Lloyd, Hitesh Patel, Ivor Macfarlane
    ITSM has long been recognised as a critical element in the delivery and management of IT services. With the advent of new approaches such as Agile and cloud, driven by the need for Digital Transformation, this webinar will explore the importance and relevance of ITSM in today’s IT departments. We will consider if and how ITSM practices need to evolve to meet the needs of IT and the business units it serves.

    Moderator: Steve Morgan

    Panelists:
    - Rajiv Dua, Service Management Consultant, Bravemouth Consulting
    - Vernon Lloyd, Director, Somerset CC Ltd
    - Hitesh Patel, Senior ITIL Implementation Consultant, Trainer, Coach and Author
    - Ivor Macfarlane, ITSM Training & Consultancy at MacfPartners
  • Using COBIT to Enable Continual Improvement of ITSM Processes Recorded: Sep 21 2017 40 mins
    Pam Erskine, Principal Consultant & IT Transformation Strategist
    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.
  • DevOps+ : Delivering Services Not Just Products Recorded: Sep 21 2017 46 mins
    Akshay Anand, ITSM Service Architect & Product Manager, Axelos
    In this webinar, Akshay will discuss how ITIL Practitioners can help frame the value of ITSM to developers, and what processes & capabilities to look at adjusting first to enable faster software development & deployment.

    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 Recorded: Sep 21 2017 47 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 Recorded: Sep 21 2017 49 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;
    - What are the current challenges in developing SACM and getting the benefits.

    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:
    Lari Peltoniemi has worked within IT Service Management for 15 years and 12 years of that with Service Asset and Configuration Management. He has helped both IT Service consumer and IT Service Provider companies and organizations to successfully utilize SACM to enable it ITSM, IT and Business goals of organization. Lari has worked with many of the major tools and his expertise covers industries widely from MSP IT service providers, Telecom, Banking and Finance, Energy, Education and Public Sector. Lari works as consultant and trainer on ITIL, CMDB and ITSM area in general.
  • Finding opportunities for ITIL automation Recorded: Sep 20 2017 44 mins
    Anthony Orr, ITSM Best Practice Director, ITIL 2011 Author, Samange
    Adopting ITIL in many organization does not always work out as planned. There are organizations that try ITIL and say "ITIL is not for them". I say ITIL is for every organization. No organization has to adopt ITIL in it's entirety. Adoption does not mean apply ITIL concepts or technology and keep doing what you have been doing. Change needs to happen and one of the key elements of change is automation applied to the process areas. In this session, Anthony will explain common challenges and how to automate ITIL for service performance enhancement.
  • ITIL and Automation - Did we Request an Engineer? Recorded: Sep 20 2017 43 mins
    John F McDermott, F.S.M.,ITIL/ITSM, DevOps & Cyber Security, Pointnext Education & Consulting, HPE
    Automation can seriously improve your customer experience, but can you imagine replacing infrastructure BEFORE it breaks? The world of automation is not exclusive to DevOps, however, as we start to automate ITIL, DevOps may get the applause.

    Join this webcast to discover how automation will impact ITIL and companies of the future.
  • ITIL Best Practices in an Agile World Recorded: Sep 19 2017 38 mins
    Marcel Shaw, Technical Blogget @MarcelShaw.com & ITSM Consultant
    This session defines the differences and similarities of Agile and ITIL along with best practices for implementing Agile concepts into an ITIL environment.
  • The Future of ITSM Tools Recorded: Sep 19 2017 49 mins
    Tarun Gupta, Enterprise Solution Architect, Service Management
    ITSM tools have been extremely popular among ITSM professionals in the past three decades. However, as ITSM evolved, ITSM tools not so much, which has slowed down the development of the industry. In this webcast Tarun Gupt will talk about why a revolutionary change is required in ITSM Tools. He will also cover the following points:
    - The evolution of tools in ITSM, as well as latest solution and trends;
    - Need of the hour to stay relevant;
    - ITSM Tools Architecture.
  • Your Service Desk from Meek to Magic Recorded: May 19 2017 46 mins
    Damian Bowen, ITSM Consultant at ITSM Value
    How is your service operation seen within the business? Good? Magic? Brilliant? Or perhaps meek? How your service operation is viewed within the business depends on many factors: communication, resolution, innovation etc., and all these factors are linked. Having previously helped NTT DATA to the title of SDI Service Desk of the Year, Damian Bowen says you must start by understanding how you are perceived. Then, it’s about telling the right story to build your reputation for delivering value and linking your service operation to the strategy and vision of your business.

    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.
  • Operational Technology & IoT Help Move Monitoring Closer to Users Recorded: May 18 2017 48 mins
    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.
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  • Title: DevOps Needs Metrics
  • Live at: Aug 9 2016 3:00 pm
  • Presented by: Daniel Breston, Chief of DevOps Transformation, Ranger4
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