Case Study: Improving the Service Desk using incident data

So much is being written (myself included!) about how ITSM helps an organization prepare and support digital transformation. But ITSM itself is going through digital transformation.

How will the way we approach and deliver ITSM change as a result?

Join me as I discuss “The Digital Transformation of ITSM”.

About Doug Tedder:
Doug Tedder is the principal of Tedder Consulting LLC, a Service Management and process improvement consultancy. Doug is a recognized thought leader who is equally adept in interactions from senior leadership to day-to-day practitioners. His attention to detail, industry knowledge, emotional intelligence, and the ability to “see the big picture” and make it actionable has resulted in a track record of success in transforming IT organizations into valued business partners.

Prior to starting his business, Doug spent over 25 years working in corporate IT organizations in a variety of local, regional, and global roles.
Doug holds numerous industry certifications in disciplines ranging from ITIL®, COBIT®, Lean IT, DevOps, KCS™, VeriSM™, and Organizational Change Management.

Doug is an author, blogger, and frequent speaker and contributor at local industry user group meetings, webinars, and national conventions. Doug is a member and former president of itSMF USA, a member of HDI, a contributing author to VeriSM™, and co-author of the VeriSM™ Pocket Guide. Follow Doug on Twitter (@dougtedder) or visit his website (dougtedder.com).

Service desks are closer to the customers than we can ever imagine. With self-service adoption on the rise and Service desks making it easy for their users to reach them, why do we still hear IT agents complaining users don’t raise tickets? Can we get the Service desk closer to the customers? What if the Service desk lives where the customers are already there?

This talk explores the possibility of approaching Service management with a selfless mindset focusing primarily on self-service and customers logging tickets with the service desk. A selfless approach takes a lot of effort but not without its benefits.

About Sanjeev NC;

Sanjeev is a Solution Architect helping Enterprise customers with their ITSM tool implementation. He’s an ITSM enthusiast with consulting, blogging & speaking experience and enjoys delivering content creatively through memes, comics and puns. He is currently on a mission to ensure every customer support interaction yields the best possible experience.

I remember when virtual or cloud became the scary marketing words for any Operations or Infrastructure or ITSM person. My role is going, my skills won’t be needed. Our processes will break. We can’t go that fast!!!

Now years later – we have seen that what we do underpins what the organisations gets when they adopt and adapt to cloud based services. Let’s see why this happened and discuss how we can continue to be the innovation side of technology just like we have been all along.

Join me, Daniel Breston, to discuss how ITSM is relevant in the world of cloud or fast technology services delivered by multiple suppliers or technologies.

About Daniel Breston;

Daniel is a Principal Consultant for Virtual Clarity leading the operating model practices incorporating DevOps, ITSM, Agile Ops and leanIT Leadership. Daniel is a frequent speaker for BrightTalk, the British Computer Society, SITS, HDI or other conferences. Daniel is also a contributor to the VeriSM and SIAM Body of Knowledge acts as a mentor or coach for leaders interested in getting the best from technology services.

Static application security testing (SAST) is the process of examining source code for security defects. SAST is one of many checks in an application security assurance program designed to identify and mitigate security vulnerabilities early in the DevOps process. Integrating SAST tools into DevOps processes is critical to building a sustainable program. And automating these tools is also an important part of adoption, as it drives efficiency, consistency, and early detection.

If you have questions like these, and you’re concerned about integrating SAST tooling into your DevOps process, this session will offer actionable advice to automate security testing that supports DevOps velocity.

But DevOps practitioners looking to integrate SAST tools into the DevOps pipeline often have questions:

How do I manage false positives?
How do I triage the results?
What happens to new issues identified?
How can I use a tool in my DevOps pipeline?

DevOps! Curse or Cure for DT’s insatiable need for speed?

Many predict mass extinction of traditional jobs as we know them today as a result of digital transformation and disruption.
No sector or industry is immune or future proofed from what’s about to follow. Traditional businesses and institutions are at risk of being displaced, becoming obsolete or made irrelevant.

Listen to real-world examples of how some companies are evolving and transforming at an incredible rate fueled by management practices and technologies that didn’t even exist a short while ago.

The pace of change is accelerating exponentially; are you adapting fast enough?
What if – you could deploy software 46 times faster?
What if – you could recover 96 times faster from system downtime?
What if – you could deploy changes with 80% less failures?
Would it be worth the hearing about it?

This session is about how smart companies are deploying new business functionality in the digital age.

 In 45 minutes we’ll cover: 
* How digital transformation is shaking things up
* What’s DevOps all about
* How’s DevOps evolving in the digital age
* What are the key lessons learned so far
* What’s the new management practice TRIAD
* What are the killer automation Apps
* How to pick up the pace
* How to learn more

Does your organization move at the speed your business needs it to? Keeping up with the pace is a game of do or die and those that recognize the impact of DevOps on digital transformation, will be the ones left standing. Bringing together insights from practice experts, industry roundtable discussions and research on the state of DevOps, Splunk shares the secret to winning the DevOps game.

Join this session to:
- Find out how DevOps can make your IT team and overall business (work) harder, better, faster, stronger
- Discover what you need to benefit from DevOps (spoiler alert – you already have the key to its success!)
- Learn all about ditching meh-trics in favour of measurement that matters
- Hear how others are already experiencing the value of data-driven DevOps on their digital transformation journey

DevOps, Cloud, Digital, Digital transformation; all great marketing phrases. Overwhelmed yet? I remember before the internet. Yes, there was computing going on before then. Yes, we were dependent on IT and Yes we did market our IT capabilities even as a bank.

But the internet came and wow – life exploded. Call it digital or whatever term you want, the age of making technology a service and a servant is truly upon us and will probably never ever go away.

So is DevOps, the way of collaborating on the use of technology and introducing new services, the best thing ever? Well, it certainly has started a decade worth of conversation.

Let’s use this session to see why DevOps is the framework practice for the age of making use of the worldwide collaboration and communication network (internet) and how it will transform the way you lead and act technology services.

You’ve successfully dipped your toes into the DevOps ocean. You have a team or teams empowered to build, deploy and run their applications in the cloud with freedom and innovation. You have very likely hired a specialist DevOps Engineer, or two, to kickstart the process. 

But where do you go from here? How are you able to take this model and empower the wider development teams across your organisation without creating an army of unruly development teams? How do you avoid each team marching to the beat of their own drums, each with a specialist DevOps Engineer and a wholly different approach to automation, governance and security? 

This webinar aims to answer some of these fundamental questions, with practical advice on how to scale DevOps without being swept away. 

About the presenter - Mark Debney, Head of DevOps at 6point6;
Mark is an IT infrastructure specialist with over 20 years’ experience in technology and computer systems. His expertise lies in systems architecture and he has built a number of large-scale high transactional platforms using agile and DevOps methodologies.

Mark is the Head of DevOps at 6point6, a leading technology consultancy, and helps to shape their DevOps offering with a focus on deploying DevOps at scale for Enterprise solutions.

Prior to joining 6point6 Mark spent eight years at BSkyB where he was a Principal Engineer and led the Platform as a Service team, assessing emerging technologies and implementing solutions across the wider DevOps group. Before BSkyB Mark held System Administrator roles at The Prytania Group, Reading Room, AM International and was an Electronics Technician in the Royal New Zealand Navy.

Businesses are being forced to move at a higher speed than ever before, but the challenges are coming thick and fast - namely facing new competition, cost pressures, skills gaps, monitoring and metrics, and understanding and adhering to evolving standards for innovation, quality and reliability. These challenges make Digital Transformation a tricky game to win.

In this session, our panel of experts will discuss how DevOps can make digital transformation easier and help you;

* Deliver business value
* Boost bottom lines
* Give the best customer experience

Join the discussion on and level-up your DevOps game!

Panellists;
Rob Akershoek, Solution Architect, Shell
Prakash Vyas, ITOA Specialist EMEA, Splunk
James Finister, Global ITSM Strategist, Tata Consultancy Services
Dimitri van den Broek, EVP, Strategic Alliances & Co-Founder, ITpreneurs

Moderated by Barclay Rae, ITSMf Board Member and Director, Essential SM

The title is a cynical reference to the hype around Digital Transformation and DevOps. There’s a lot of confusion and you may be wondering what the terms actually mean and what the relationship is between the two. If we look closer, we’ll see that DevOps has much to support Digital Transformation, but that it’s only one of the pieces in the Digital Transformation jigsaw puzzle.

Mark Smalley, Global Ambassador DASA

How to Integrate Vertica and other 3rd party data sources into BVD

Our customer had reached a point where flexible dashboarding and data sources were required for their users for performance over time data. In this presentation we review:

•The Vertica data source and query
•How to connect to that source using a Perl script
•How to post the data to BVD using Perl and curl
•How to manipulate the data channels in BVD

As Agile teams are growing exponentially, companies are looking to adapt new process and tools, to integrate, optimize and manage hybrid (Agile, Waterfall) portfolio of applications. There is a need to increase visibility and collaboration while enabling insight into their organization’s process to maintain governance, avoid compliance issues, deliver quality and optimize resource and investments.

Join this webinar to learn more about:

• Integrated Portfolio Management focus on product development,
including new what if scenarios
• New capabilities to support Enterprise Agile frameworks
• Consolidated time and resource management for Agile and waterfall projects

Speaker: Ramesh Subramaniam
Micro-focus Project and Portfolio Management (PPM) Logging Tips and Tricks: Learn how to get the most out of your logging.conf, discuss logger names per the Micro Focus PPM functional domain and see how creating separate nodes will increase performance.

Speaker: Ricardo Garza
AI FIRST Project Management: How we Augment Project and Portfolio Managers with Micro Focus PPM and Artificial Intelligence: Right now, there is a lot of hype around Artificial Intelligence and Machine Learning; these technologies are going to profoundly disrupt every industry and make most applications SMART in the next 5 years. We have built AI aides around our PPM implementation in order to augment our Project and Portfolio Managers as well as Project Team Members. These tools help them to be more productive and have consistent results. We will Demo some of these features live, and discuss implementation challenges and future work.

Join us for the next upcoming SIG Talk on Thursday, June 21, 2018: https://www.vivit-worldwide.org/events/EventDetails.aspx?id=1112917&group=.

There is a lot of guidance in the IT service management world about designing a proper Metrics
and Measurements Framework; yet without a timely and effective Reporting Framework to sort
this data, convert it to information, and present it in the right format at the right time to the
people that need to know in order to make better decisions and take action, a metrics and
measurements framework will be of little practical use.

In this presentation, Paul will discuss why and how an effective Reporting Framework is essential
to converting metrics into usable information that enables knowledge and improved decision making.

Additionally, we will consider:
• Why reporting should operate at three levels – strategic, tactical and operational
• Four key elements to focus your reporting around
• Why subjective results are just as critical as objective measurements
• How “visible reporting” can drive people performance at all stages of the life-cycle
• Which processes rely heavily on an effective reporting framework
• Common reporting pitfalls, and how to avoid them

Paul will conclude with 10 keys to designing and deploying a high-performance ITSM Reporting
Framework.

Attendees will walk away with an understanding of why a well-designed highly automated
Reporting Framework that utilizes a “balanced approach”, effective graphics, clear targets, real-time
as well as periodic reporting, along with analysis and actionable recommendations, is
essential for IT service management to be effective in delivering quality services, as well as
reporting the value of such services to all stakeholders.

Web Site Monitoring using SiteScope the WebScript Monitor Tool and a LoadRunner Script

Join us for this presentation of the power of a SiteScope Webscript to monitor your websites in a production environment to provide real time checking on a website including interactions ( login, screen validation, etc). Learn how this will also generate alerts to the OPS team when something is wrong.

Join us for the next upcoming SIG Talk on Thursday, June 21, 2018: https://www.vivit-worldwide.org/events/EventDetails.aspx?id=1112917&group=.