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Top Tips - Invest Wisely to Reap Measurable ITSM Rewards

Too much hype? Too many choices? Not enough Resources?
There are many trends and fashions around ‘improving IT Service Management’ : Service Catalog? Automation? Cloud? Social ITSM? SelfService? Problem Management? Configuration Management? The list goes on and on. Ideally we’d do all everything, but in reality we are all very limited in the most basic resources – the people, the time and the money. So where should you invest your limited resources to get a real benefit?
In this session Ian Aitchison (LANDesk ITSM Director) discusses current ITSM trends, and identifies those ITSM improvements that have a real benefit which can be seen, felt and – most importantly – measured.
Recorded Mar 16 2011 44 mins
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Presented by
Ian Aitchison, Technical Director, LANDesk
Presentation preview: Top Tips - Invest Wisely to Reap Measurable ITSM Rewards

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IT Service Management

  • ITIL and Digital Transformation Jul 19 2018 10:00 am UTC 45 mins
    Simon Dorst, Michelle Major-Goldsmith - Kinetic IT
    Simon Dorst and Michelle Major-Goldsmith of Kinetic IT address the past, present and the future of ITIL in the context of digital transformation.
    Save your seat
  • A Hands-On Guide to Best Practice Reporting May 17 2018 9:00 pm UTC 60 mins
    Paul Dooley, Optimal Connections
    A hands-on guide to best practice reporting, with Paul Dooley of ITSMf USA and Optimal Connections.
    Save your seat
  • IT Monitoring and Metrics with Ryan Schmierer May 17 2018 2:00 pm UTC 60 mins
    Ryan Schmierer
    Learn which metrics are best for demonstrating business value, and how to monitor them.
    Save your seat
  • What IT Metrics to Use and How to Monitor Them May 17 2018 12:00 pm UTC 60 mins
    Colin Rudd, ItemsLtd
    What IT Metrics to Use and How to Monitor Them with Colin Rudd.
    Save your seat
  • Metrics drive behaviours: How to avoid common IT metric mistakes May 17 2018 8:00 am UTC 60 mins
    Steve Morgan, Director, Syniad IT
    As organisations seek to improve the quality of IT services, perhaps through SIAM or cloud provisioning, the traditional SLA targets and performance measures we hold dear are no longer appropriate.

    This talk will look at the common pitfalls and make some recommendations as to measures which will drive the correct behaviours in your internal and external support teams.
    Save your seat
  • 7 Things You Must Do to Run IT as a Business May 16 2018 9:00 pm UTC 60 mins
    Doug Tedder, Principal, Tedder Consulting LLC
    “Running IT as a business” is a popular thing to say, but what does it really mean to IT organizations? What are the critical things that IT organizations must do in order to run as a business? How is this different than what IT organizations are doing today?

    In this session, Doug Tedder discusses the seven things IT organizations must do to run IT as a business.
    Save your seat
  • From Cost Center to Profit Center May 16 2018 5:00 pm UTC 60 mins
    Phyllis Drucker - Consultant, Linium
    Cloud…outsourcing…Platform as a Service…all of these could make IT irrelevant, so how do you prevent this? By providing value every day and by running IT as a Business. Great catch-phrase, but what does it mean? In a nutshell: knowing the services IT is providing, what they cost to operate and whether they provide value, and by staying on the cutting edge of technology even with todays fast pace of change, so that the business you support remains competitive. This webinar addresses the basic building blocks you need to run like a business: defining services and offerings, layering in financial management and charge-backs/show-backs so you understand the costs of these offerings and how to pull it all together in a way that helps you run as a business does, even if it’s only on paper.
    Save your seat
  • Running IT as a Business May 16 2018 3:00 pm UTC 60 mins
    Rob Akershoek, Solutions Architect at Shell
    Rob Akershoek, Solutions Architect at Shell and part of the IT4IT Forum, discuss the challenges and opportunities of running IT as a business. Running IT as a business is more than finances and cutting cost – it’s about IT quality.
    Save your seat
  • Demonstrating business value from CSI May 16 2018 12:00 pm UTC 60 mins
    Ian McDonald
    Learn how to use CSI to demonstrate true business value with ITIL trainer and ITSM consultant Colin Rudd.
    Save your seat
  • Be ready for the 3am call - 5 ways Major Incident Management can be improved May 15 2018 5:00 pm UTC 45 mins
    ITSM process expert Ryan Schmierer & IT Service Management technology expert Mike Bombard
    Continual Service Improvements and minimizing the impact of Major Incident Management are critical to keeping your business running smoothly and out of the nightly news headlines.

    This webinar, presented by ITSM process expert Ryan Schmierer and IT Service Management technology expert Mike Bombard will explore the role technology capabilities and process improvement can play to improve outcomes.

    Ryan and Mike will discuss lessons learned from a major healthcare company case study and the challenges this company faced in managing major incidents. They will provide 5 things you can do today to improve major incident management and will discuss how by leveraging capabilities from discovery and infrastructure visualization tools will help your staff gain the insights they need to resolve issues quickly and continually make better-informed decisions.
    Save your seat
  • Continual Service Improvement Maturity Model May 15 2018 3:00 pm UTC 60 mins
    Robert S. Falkowitz, General Manager of Concentric Circle Consulting
    It is increasingly accepted that an organization will deliver better services by agilely improving in a continual, incremental way. Our continual improvement maturity model, based on case studies of multiple organizations, provides a framework for addressing the issues specific to each team, for motivating team members and for providing management with an objective assessment of the progress being made by the organization.

    Robert S. Falkowitz, General Manager of Concentric Circle Consulting, has over thirty years experience in information technology and service management. His focus over the past 15 years has been in coaching and training on the use of technology to manage services and the optimization of basic work practices, such as flow, using lean and kanban methods.
    Save your seat
  • ITSM - The Theory of Constraints May 15 2018 10:00 am UTC 60 mins
    James Finister, Global ITSM Strategist, Tata Consultancy Services
    James Finister, Global ITSM Strategist at Tata Consultancy Services, prresents his Theory of Constraints overview.

    A logical, analytical way of approaching how systems work and how to improve them, James will run through best-practice tools to help you answer key questions, including:

    What should I change?
    If I change it, what do I change it to?
    How do I implement these changes?
    Save your seat
  • Why Put People First in Service Management? It's The Only Winning Formula May 4 2018 7:00 am UTC 60 mins
    Daniel Breston - Principal Consultant, Virtual Clarity & Karen Ferris - Director, Macanta Consulting
    We have been saying 'people are our greatest asset' for eons. But have we really demonstrated it?

    When organisations are undergoing change that is volatile, uncertain, complex and ambiguous and we need people to change at a velocity never known before, putting people first is an imperative.

    If organisations don't do this they will very quickly cease to be relevant in this world of increasing disruption.

    In this webinar, Karen Ferris and Daniel Breston discuss why the people side of change is so important and how the organisational change management landscape has changed.
    Save your seat
  • Ep. 3 Areas of Focus to Create a Successful SACM Practice: ITOps SIG Talk Recorded: Apr 19 2018 22 mins
    Bill Curran
    Areas of Focus to Create a Successful SACM Practice

    For Citizens Bank, major difficulties were encountered not just in implementing software itself, but in creating a sustainable and successful Service Asset and Configuration Management (SACM) practice. Come and learn 3 key areas to focus on to create and sustain a successful SACM process in order to:

    - Provide robust reporting for audit and regulations
    - Promote and maintain confidence in the quality of CMS data
    - Provide ITSM users with the information they need, when they need it

    Join us for the next upcoming SIG Talk on Tuesday, May 17, 2018: http://www.vivit-worldwide.org/events/EventDetails.aspx?id=1089263&group=.
    Watch now
  • SIG Talk: IT Operations 2 - SACM/OpsBridge Recorded: Apr 19 2018 58 mins
    Bill Curran, Kulvinder Singh
    This Vivit SIG Talk session will feature 2 speakers who will share their vast knowledge and experience on SACM Practice and Micro Focus Operations Bridge. Vivit is excited to present this informative SIG Talk on these important topics.
    Shown below is an outline of the agenda and topics:

    Speaker: Bill Curran
    Areas of Focus to Create a Successful SACM Practice: For Citizens Bank, major difficulties were encountered not just in implementing software itself, but in creating a sustainable and successful Service Asset and Configuration Management (SACM) practice. Come and learn 3 key areas to focus on to create and sustain a successful SACM process in order to:
    - Provide robust reporting for audit and regulations
    - Promote and maintain confidence in the quality of CMS data
    - Provide ITSM users with the information they need, when they
    need it

    Speaker: Kulvinder Singh
    Leading The Intelligent Operations with Micro Focus Operations Bridge (OpsBridge): The management of IT Operations in a dynamic and highly scalable MSP environment can be difficult. With the right partner and strong expertise, you can be helped to lead in the “New”. Join Kulvinder Singh from Accenture as he discusses the deployment of OpsBridge as standard within their MSP Platform. Learn the objectives, scope, methodology, and results of their deployment, as Accenture continues to scale and mature this capability with the increasing number of their clients.

    Join us for the next upcoming SIG Talk on Tuesday, May 17, 2018: http://www.vivit-worldwide.org/events/EventDetails.aspx?id=1089263&group=.
    Watch now
  • [Ep.10] Ask the Expert: IT Service Management Metrics Recorded: Apr 18 2018 42 mins
    James Finister, Tata Consultancy Services
    This webinar is part of BrightTALK's Ask the Expert Series.

    If you work in IT Service Management, you need to hear what James Finister has to say about monitoring and metrics tools and best practices.

    James will answer questions about:
    Why metrics and monitoring is so important
    The opportunities they provide
    What data to track so that you know the truth about the health of your IT service
    How to monitor metrics to drive business value
    Which data patterns are good - and which are bad

    Audience members are encouraged to send questions to the expert, which will be answered during the live session.
    Watch now
  • SIG Talk: Quality and Testing 5 - Proven Practices Recorded: Apr 17 2018 56 mins
    Mark Ford, Arvind Namasivayam
    Shown below is an outline of the agenda and topics:

    Speaker: Mark Ford
    Integrate your SDLC Tools Quickly and Easily with Tasktop Hub: Integrating your Micro Focus tools with other SDLC tools can bridge gaps and facilitate far better communication paths than emails and excel sheets alone. Sure, it would be great to have everyone under the same umbrella, but that’s not always the reality we live in. So why not allow other teams to work on the same Micro Focus ALM Requirement, Test, or Defect from their own SDLC tool? I’ll show you how you can set up a basic Defect synchronization between Micro Focus ALM and Atlassian JIRA for example in as little as 5 minutes using a product from Micro Focus partner Tasktop called Tasktop Hub
    .
    Speaker: Arvind Namasivayam
    Tips and Tricks of Installing, Administering and Using Micro Focus Mobile Center: In this segment you will be introduced to a quick overview on Micro Focus Mobile Center. Arvind will explain some o the challenges that he faced while installing the tool. He will also share valuable tips and tricks on effectively implementing and using Micro Focus Mobile Center.

    Join us for the next upcoming SIG Talk on Tuesday, May 8, 2018: http://www.vivit-worldwide.org/events/EventDetails.aspx?id=1089251&group=.
    Watch now
  • Ep. 13 Intergrate SDLC Tools with Tasktop Hub: Q&T SIG Talk Recorded: Apr 17 2018 22 mins
    Mark Ford
    Integrate your SDLC Tools Quickly and Easily with Tasktop Hub

    Integrating your Micro Focus tools with other SDLC tools can bridge gaps and facilitate far better communication paths than emails and excel sheets alone. Sure, it would be great to have everyone under the same umbrella, but that’s not always the reality we live in. So why not allow other teams to work on the same Micro Focus ALM Requirement, Test, or Defect from their own SDLC tool? I’ll show you how you can set up a basic Defect synchronization between Micro Focus ALM and Atlassian JIRA for example in as little as 5 minutes using a product from Micro Focus partner Tasktop called Tasktop Hub.

    Join us for the next upcoming SIG Talk on Tuesday, May 8, 2018: http://www.vivit-worldwide.org/events/EventDetails.aspx?id=1089251&group=.
    Watch now
  • Ep. 14 Installing, Administering & Using Micro Focus Mobile Center: Q&T SIG Talk Recorded: Apr 17 2018 29 mins
    Arvind Namasivayam
    Best Practices of Installing, Administering and Using Micro Focus Mobile Center

    In this segment you will be introduced to a quick overview on Micro Focus Mobile Center. Arvind will explain some of the challenges that he faced while installing the tool. He will also share valuable tips and tricks on effectively implementing and using Micro Focus Mobile Center.

    Join us for the next upcoming SIG Talk on Tuesday, May 8, 2018: http://www.vivit-worldwide.org/events/EventDetails.aspx?id=1089251&group=.
    Watch now
  • ITSM Foundations – which investments should you be making in 2018? Recorded: Apr 10 2018 56 mins
    Mark Smalley, the IT Paradigmologist
    Five years have passed since the BrightTALK panel discussion ‘ITSM in 2013 and Beyond: Everything You Need to Know in 55 Minutes’. This is a reflection on the longevity of these thoughts and a sneak preview of new research about the foundational movements that you should be aware of, and apply more often.
    Watch now
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  • Live at: Mar 16 2011 3:00 pm
  • Presented by: Ian Aitchison, Technical Director, LANDesk
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