Martin Palmgren, CIO & IT Strategy Transformation Executive, .COMMUNICATE
Leverage Strategy with IT and demonstrate IT contribution to Business Objectives.

Business Focus: How fast can we get our products and services to market & how can IT support us in this activity from a Cycle Time and Cost Effectiveness perspective.

Also by Martin Palmgren
Run IT as a Service Business - http://www.brighttalk.com/summit/spm
Cloud Computing: Fluff or Lightening - http://www.brighttalk.com/summit/managingcloud
Sep 29 2010
39 mins
Leverage Strategy With IT
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IT Service Management

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  • Kill DevOps. Go Outside-In-Ops, and Kill that too Nov 18 2015 3:00 pm UTC 45 mins
    Mark Smalley, The IT Paradigmologist
    While organisations have used multidisciplinary approaches such as Agile and DevOps to improve the quality of, and speed with which , new functionality is developed and deployed, no value is actually realised until users use information and technology effectively and efficiently. Organisation lose 6% to 10% productivity due to IT issues and almost half of this is due to poor use. This presentation extends the traditional DevOps scope to address the actual value realisation from an outside-in perspective.
  • The Zen of Support! Oct 14 2015 6:00 pm UTC 60 mins
    Jeff Rumburg, Managing Partner at MetricNet
    The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.

    In this session Jeff Rumburg, Managing Partner at MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.

    Attendees of this webcast will learn:

    •Three Sources of Leverage in a Strategic Support Organization

    •Two Metrics to Measure Your Progress Towards Strategic Significance

    •Key Success Factors for Achieving Strategic Enlightenment

    •Benchmarking Results from Strategic Support Organizations
  • A Means to Beginning CSI - The CSI Register Oct 14 2015 4:00 pm UTC 45 mins
    Doug Tedder, Principal, Tedder Consulting
    Is Continual Service Improvement (CSI) an afterthought at your organization? Has CSI implementation taken a “back seat” to other ITSM processes? What happens to all of the good ideas that the ITSM team comes up with as processes are designed and tools are implemented? What about improvements suggested from business partners? In this session, Doug Tedder discusses how the CSI Register can be just the means to a beginning of a culture and approach to Continual Improvement.
  • Lean-ITSM: Keep Improving Oct 14 2015 9:00 am UTC 45 mins
    Daniel Breston, ITSM Consultant
    Continual Improvement is the underpinning foundation of lean and, believe it or not, ITSM. Why is this concept so rarely used or achieved? Why do people feel it is book 5 of the cycle and what is inside as to difficult to understand and introduce?

    In his final session of his 6 part Lean ITSM series, Daniel Breston illustrates some simple concepts to ensure that you improve daily, not based on reports but based on the attitude, behaviour, climate and culture of your business, IT and suppliers.
  • Lean-ITSM: Keeping the business in business Sep 24 2015 9:00 am UTC 45 mins
    Daniel Breston, ITSM Consultant
    Getting a release that is of value based on configuration items that are known, during the cycle of change, has been the hardest aspect of ITSM since it's foundation. However, there are some simple things you can do to create a flow of work that everyone understands, linked to roles and responsibilities, KPIs, and business strategy.

    In part 5 of Daniel Breston's 6 part Lean ITSM series, he explores why IT exists, and how to ensure that what IT creates and delivers is done for good reason and in a value-oriented manner, based on DevOPS, lean, Agile and ITSM.
  • Benchmarking Roundup: Summary of 2015 Service and Support Benchmarks Sep 8 2015 6:00 pm UTC 60 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Many Service and Support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer are aware of what constitutes acceptable performance. In this session, Jeff Rumburg will share the results of MetricNet’s 2015 Global Benchmarking Initiative for Service and Support, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.
  • iSpeak™ DevOps: Top 5 Implementation Mistakes to Avoid Aug 18 2015 4:00 pm UTC 30 mins
    Jeanne Morain, Business Technology Specialist; Andi Mann, Sageable; Brian Elkins, Beyond Office
    DevOps is a key ingredient for success to meet the rapid fire changes of the Digital Revolution. Despite that fact - many projects start out with the right intentions but quickly fizzle and fade because of common implementation mistakes that impact the Business and IT alike. Join Guest Speakers - Andi Mann (formerly of CA/EMA) and Brian Elkins (VP Technology) along with host Jeanne Morain - for tips, tricks and strategies for avoiding or recovering from common DevOps implementation mistakes.
  • Your IT Customers Have Changed, Have You? (1 priSM CPD) Aug 13 2015 3:00 pm UTC 60 mins
    Robert Stroud, CA Technologies
    IT Service Management (ITSM) has focused on how to manage incidents quickly and effectively and generally speaking, we have become more operationally efficient in these areas, but what we did not foresee was the change in our users. They are comfortable searching for information online and communicating directly through social media – and they might be using tablets and mobile phones to do it. So how does your IT organization adjust especially if your ITSM technology stack is built for traditional communication?

    Watch this webcast to learn the steps you can take to introduce new strategies and technology that will help you meet the needs of your modern users. See how these practical steps can help you to improve your customer satisfaction, adoption, and service management cost structure.

    This session is approved for 1 priSM Continual Professional Development (CPD) credit.
  • Measuring the Right Thing? Measuring Things Right? The People Factors Aug 13 2015 12:00 pm UTC 45 mins
    Philippa Hale, Director & Senior Consultant at Open Limits and Associate Faculty at Henley Business School
    What we track and measure has a direct impact on people’s motivation
    and drive at work – and therefore the actual outputs we are measuring.

    Find out how to ensure that your metrics are inspiring the right
    behaviour and thinking, and helping rather than hindering
    performance and what to do if they aren’t.

    Tips and techniques from a leading thinker and practitioner in the
    Organisational Behaviour field.
  • Driving the right behaviours with the right metrics? Aug 13 2015 10:00 am UTC 45 mins
    Peter Hubbard, Principal ITSM Consultant, Pink Elephant EMEA
    The business doesn’t understand how IT adds value to them!” is a common cry of IT departments the world over, but what is IT doing to make sure they clearly articulate the business value they deliver?

    Join Peter Hubbard, Principal Consultant at Pink Elephant EMEA, as he discusses how to identify the right behaviours, the impact of the wrong measurements on those behaviours and finally how to ensure that the business recognises the hard work that IT puts in.
  • Metrics that Matter: Perfecting the balance of people, systems and services Aug 12 2015 12:00 pm UTC 45 mins
    Richard Josey, Service Management Architect, Edge Service Management by Unisys & Toby Moore, ITSM Specialist & SITS15
    Following on from their latest presentation on the behavioural trends of service management, Richard Josey and Toby Moore continue their exploration of the effective measurement of service metrics and human behaviours. The body of this presentation will focus on how you gain the level of insights you need in order to make balanced choices about your services KPIs and outcomes.

    Points covered:
    · Balancing your reliance on metrics and scorecards
    · Service intelligence: Business insights and analytics for ITSM
    · Decision making processes for service improvements. Inform, act and review
    · Understanding UX for ITSM and what insights can be gained
    · Using retrospective measuring to make proactive changes
    · Spotting trends in customer behaviours and engagement
  • Dynamic ways to use ITSM Metrics in a Lean Manner Aug 12 2015 9:00 am UTC 45 mins
    Daniel Breston, ITSM Consultant
    Metrics and KPIs: always confused, hard to create, hard to align, hard to keep current, hard to report against and rarely ever helpful to use as an improvement tool. Why is this? What if you could create a simple balanced scorecard, or KPI tree, with no more than 15 measures that would keep your staff happy, you business stakeholders happy and your customers happy?

    Join Daniel Breston to learn how, in part 4 of his 6 part Lean ITSM series. He will be exploring some dynamic ways to use ITSM metrics in a lean manner.
  • How and Why IT Service Management is Evolving in the Digital Age Aug 4 2015 5:00 pm UTC 60 mins
    EMA Analyst Dennis Drogseth and HEAT Software VP & GM Kevin J. Smith
    Both the rules and the roles governing IT Service Management (ITSM) are evolving to support a far-broader need for inclusiveness across IT, and between IT and its service consumers. Join EMA Analyst Dennis Drogseth and HEAT Software VP & GM Kevin J. Smith to learn what extremely successful ITSM organizations do differently.

    Some of the research highlights that will be covered in the webinar will be how:

    · Cloud continues to be a game changer
    · The move to support enterprise services changes ITSM rules and roles
    · Mobility is seriously changing the ITSM game
    · Demand for more unified and effective endpoint management is expanding requirements
  • Business Analytics for the Hybrid Cloud Recorded: Jul 21 2015 20 mins
    Rocky Rashidi, HP Software
    With all the advantages public and private clouds provide today, do you have the comprehensive cloud analytics that goes with it?
    • Are you able to coordinate the overall performance of your cloud today, to truly gauge service health and operational efficiencies?
    • Have you been able to compare costs of different providers with ease, to rapidly determine trends in quality and reliability?

    If these topics are important to you, then join us for this hybrid cloud management session on cloud analytics.

    Register for this webinar and learn how to gain full visibility into your organization and make the informed decisions and adjustments in investments that will meet your profitability targets and increase user satisfaction.
  • Mobility. Social Media. Self-Service, Oh My! Today’s ITSM Reality! (1 priSM CPD) Recorded: Jul 16 2015 48 mins
    Allen Houpt, CA Technologies
    Today’s IT consumers want answers to their questions immediately and in the way they want to communicate- no, they are not toddlers with tantrums, rather their productivity is being impacted and they have become accustom to the consumer experience.

    Watch this webcast to learn the role mobility, social media, and self-service play in meeting today’s ”service expectations” of IT and tips on how you can use these methods to increase user productivity and satisfaction resulting in the improved perception of IT.

    This session is approved for 1 priSM Continual Professional Development (CPD) credit.
  • In Service of the Digital Enterprise: Adopting a Service Mentality Recorded: Jul 15 2015 49 mins
    Andrew Harsch, Global Director and Dan Huberty, CTO and VP of Solution Architecture, Unisys
    There are two conflicting forces upon the IT department. The move to create a digital service fabric and the legacy people, processes and technologies that currently exist that are paid for and still have some useful life. How do you analyze this landscape, reuse what you can, modernize what you need and create a plan for the future? This plan is needed to manage the hybrid environments we have with clouds, service management and IT as a whole.

    Join host Andrew Harsch as he welcomes Dan Huberty, CTO and VP of Solution Architecture, to discuss what needs to change and the steps to begin this transformation.
  • How successful CIOs & IT Leaders bridge the IT-Business divide to realize value Recorded: Jul 15 2015 47 mins
    Aleksandr Zhuk, President & CEO, Co-founder, BRMI; Mark Smalley, Ambassador & IT Paradigmologist, ASL BiSL Foundation
    CIOs and other IT leaders often feel that they, and IT in general, aren't taken seriously enough by the business. Shallow or non-existent relationships with their business partners, together with the technologists’ often modest non-technical communication skills, impede a meaningful dialogue with the business about the strategic business value of IT. This presentation outlines common issues and provides a roadmap that CIOs and other IT leaders can use to elevate their standing with the business colleagues and stakeholders to support IT transformation into a strategic partner of the business.
  • Adopting Lean ITSM today will make you ready for the IT of Tomorrow Recorded: Jul 15 2015 39 mins
    Daniel Breston, ITSM Consultant
    ITSM actually does have a strategy, but it is very waterfall based. Slow and cumbersome, and by the time it's been accomplished, it can be out of date, costly and frustrating to users, stakeholders and the creators in IT. How do you reverse this cycle and introduce meaningful strategy that is well governed? How do you create simple governance for IT and the business to ensure that technology is an enabler and not a waste of money? How do you make things better, faster, safer?

    Join Daniel Breston, in part 3 of his Lean ITSM series, as he explores the concepts of ITIL strategy and blends it with Lean ITSM to show you how changes made today will make you ready for the IT of tomorrow.
  • Service Desk Best Practices Recorded: Jul 14 2015 63 mins
    Jeff Rumburg, Managing Partner at MetricNet
    In this webcast, MetricNet will share the key success factors from the industry's top performing Service Desks. Attendees will:

    HEAR how the industry's top performing Service Desks achieve world-class status.

    LEARN key strategies for enhancing your Service Desk performance.

    APPLY Best Practices from your peers in the industry.
  • How HP Business Value Dashboards help IT Execs score with the Board Recorded: Jul 14 2015 31 mins
    Ian Dodd, Kaiser Permanente and Ian Bromehead, HP Software
    It’s tough these days to make the Board excited about IT. Providing a real time editorial that strongly illustrates how IT is impacting the situation was difficult until now. Join us to learn how Kaiser Permanente is now exploring ways to do this with the all new HP Business Value Dashboard. Discover what this tool is and how it stitches IT, business and virtually any information together so that you miss nothing. Learn from Kaiser Permanente why it can be such a strategic way to align business and IT.
The backbone of your IT infrastructure
IT service management forms the backbone of any forward looking IT infrastructure. Whether it’s the latest trends, techniques or strategies, the content in this channel will help you optimize your organization's IT operations.

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  • Title: Leverage Strategy With IT
  • Live at: Sep 29 2010 7:00 am
  • Presented by: Martin Palmgren, CIO & IT Strategy Transformation Executive, .COMMUNICATE
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