Service Desk Virtualization: Shaping Service Management

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

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.

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.

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 (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.

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.

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.

This session defines the differences and similarities of Agile and ITIL along with best practices for implementing Agile concepts into an ITIL environment.

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.

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.

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.

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.

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 business and IT landscape is changing in significant ways...

- Business are demanding continuous delivery of new and improved application functionality, as well as performance

-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
supplier that deal with the most complex issues

As a result of the dynamics in the changing business and IT environment, the tiered support model - although it has worked and been very popular over the past 30 years - is now coming up short. Many issues end up backlogged in ticket queues, resolution times drag out, costs continue to rise due to the magnitude of escalations, and customer/user satisfaction suffers.