Top Tips - Invest Wisely to Reap Measurable ITSM Rewards

Creating animated videos of your support documents will help to ease the workload on your Service Desk. Videos grab staff attention, make the guides much easier to use, improve user confidence and reduce repeating calls to the IT service desk, freeing up support staff to do more value-adding activities. This should form a key part of any Shift Left strategy.

With budget pressures increasing, headcount is under pressure, maximising productivity is vital and growing staff confidence and digital dexterity is key to achieving that. Service desks are also under ever-increasing pressures, with an ever-growing range of products and services to support, each with a range of capability, from learner to advanced. Convincing end-users to self-learn and self-support is an important aspect of not only improving end-users productivity but also the productivity of the IT
service desk.

In this webinar we will explore:
- Arguments for video-based support guides, and where to focus first.
- Options for resourcing their creation.
- The skills required to create engaging videos.
- The process for creating engaging videos
- Options for delivery of videos to support new technology deployments.
- Engaging staff to encourage use of self-help video guides.

In today’s complex organizations, they often have a centralized IT Operations team that works with Data Owners, GRC, and Security teams. The rate of change and the dynamic nature of web applications has outstripped the human capacity to analyze and respond.

These teams use many modern frameworks and methodologies such as Cloud services, NIST, MITRE, OWASP, CIS, DevOps, and PCI; and tools that make it possible to deploy and maintain data integrity and make operations easier. However, these frameworks, methodologies, and tools also cause complexities which makes it difficult to identify issues and hone in on probable root cause before customers are impacted.

In this session, we will be discussing how IT service management, Data Owners, GRC, and Security teams can collaborate better, enhance business continuity and provide resolutions faster.

A marriage brings together two individuals with their own personalities, strengths and flaws. Successful marriages take compromise and commitment to build on the strengths and overcome the flaws.

This presentation describes why many ITIL and DevOps practitioners have been at odds with other, and asks “can and should the two approaches ever be married?” and “If so, how do we make the marriage work?”

The presentation will focus on 4 secrets to compatibility, and gives specific examples of:
• When to use ITIL or DevOps approaches
• How real organizations have used them
• Where combining the two approaches does NOT work

Compatibility Secret #1: The Personality Test
Compatibility Secret #2: The Common Goal
Compatibility Secret #3: Playing to Each Other’s Strengths (and acknowledging flaws)
Compatibility Secret #4: Resolving Conflicts

About David Cannon
David has been at the forefront of helping organizations understand and adjust to major shifts in the technology industry over the past 3 decades.

He is known for crafting industry best practices for Strategy and IT Operations and uses them extensively to help organizations function more effectively and efficiently. He has led consulting practices in Forrester, Hewlett-Packard and BMC Software – focused on IT management and strategy.

David is the co-author of the ITIL 2007 Service Operation book, author of the ITIL 2011 Service Strategy book and lead editor of the ITIL 4 Digital and IT Strategy book. He was awarded two lifetime achievement awards by the itSMF.

Cloud infrastructures require highly-customized solutions for their various system. Migrating “the right way” to the Cloud and managing a Hybrid Cloud environment is harder than industry pundits would lead you to believe. Many end up resorting to band aid solutions and human power that turn out to be costly in the end.

Join Jared Reimer, Founder and CEO of Cascadeo in this session as he discusses workload solution for migration and monitoring. As you’re moving workloads and even once they’re moved -- how can you be sure everything is working properly and adequately monitored? How do you provide consistent operational view of both environments?

Jared Reimer is the Founder and CEO of Cascadeo, a Seattle-based cloud consulting firm with operations in the US and Asia. Cascadeo is uniquely positioned as a leading vendor-neutral, cloud-centric engineering and managed services firm. Areas of focus include large-scale distributed systems, cloud architecture and migration, deployment automation, monitoring systems, and hybrid cloud networking. Jared holds a MS in computer science and engineering from UW, and operated one of the very first ISPs in the Northwest. He resides in Mercer Island, WA with his wife, two dogs,
and three young children. Jared enjoys world travel, camping, cooking, and SCUBA, is a retired
single-engine airplane pilot, a passionate electric vehicle enthusiast, a serial entrepreneur and
an accomplished downhill skier. He served as a senior technical advisor to HBO’s award-
winning “Silicon Valley" series.

Every business is different but there are some common points of failure to avoid when it comes to successful ITSM. There are certainly some difficult technical break points and challenges, but mature IT shops develop the talent, methods, and tools to address technical challenges. The more common points of frustration and failure are the result of misunderstanding and misalignment between the business and IT. We all recognize that IT and the business can end up with different priorities and sometimes they do not seem to be communicating in the same language.

To effectively streamline configuration and change and release management IT will need to develop the ability to align with business to understand what is truly needed for success outcomes. This can involve understanding priorities at the board of directors and senior executive levels as well in addition to the input received from local subject matter experts and power users.

This workshop will address leadership and teaming solutions to common challenges. Participants will learn from case studies and the collective experience of senior managers how to understand the answers to some important ITSM questions, including:

• Who is in charge? And why?
• Is the direction real?
• How complex have you made the solution?
• Who reaches for the check? – How to engage the business economically.
• Are you realizing the full benefits of using a target state architecture and roadmap?
• Who Is setting the pace?
• What are the “The Moments” and how do we deal with them?
• When do we declare victory?

The workshop presenters each have decades of experience in the design, implementation, and maintenance of complex IT solutions for large businesses. They bring a strong complement of IT, Finance, and business expertise. Raising your awareness of the concerns addressed in the workshop will not only help you to be successful in your current role but it will help to prepare you for more senior roles in your career.

In this webinar you will learn:
- Why companies fail to localise products profitably – based on 30 years PLCM deployment in US multinationals
- An overview of the solutions I have deployed in global manufacturing, telecommunications and services business which reduced cost and drove profitability
- Pragmatic process evolution in “normally dysfunctional” business driving client satisfaction AND bottom line profitability
- The benefits of using global standards such TMFORUM, ITIL, LEAN to drive end to end service delivery in multiple verticals
- Pragmatic business transformation steps

About Ian Beckett
Dynamic senior leader in strategic technology management, with more than 30 years experience as a visionary leader at the forefront of international technical product and service delivery for multinational corporations. Demonstrated track record of fostering process excellence across global business units driving innovation, optimising service delivery, minimising waste with resulting positive impact on the bottom line. Strongly market-savvy, with a history of bringing new products into international markets and establishing new business units in targeted regions. Renowned for driving business transformation to position companies in highly competitive markets. Dedicated problem solver able to quickly identify and address business pain points.