Escape the Service Delivery Black Hole: An Agile Service Catalog
Ken and Jason will discuss how LPL Financial addressed an inconsistent request fulfillment process and low customer confidence in IT Services delivery capability. They will highlight how they used ITIL best practices and an Agile approach to:
• Assess the current state of a specific business process (not an IT process)
• Identify the key business stakeholders and ensure their involvement in designing a new process and developing the business services to support it
• Design a customer facing Service Catalog
• Map IT Services to support the business process and associated services
• Shorten the time to implement a Service Catalog
• Improve the customer experience, shorten delivery times and reduce cost
Ken Dernbach is the Service Desk Manager at LPL Financial, ITIL v3 Foundation certified, a Novell CNE, a Microsoft MCP, and has over 20 years of IT industry experience with over 15 years managing service delivery teams. Ken holds a BA in Business Administration from National University and an MBA from the University of Redlands.
Jason Rosenfeld is the IT Service Management Practice Lead at Cask, LLC, an ITIL v3 Expert, Lean Six Sigma Black Belt and has 15 years of hand-on ITSM and Service Delivery experience. He is the President of the ITSMF USA San Diego LIG and is currently working with Carnegie-Mellon-University and industry leaders on the Cloud Service Measurement Initiative Consortium. Jason holds a BS in Industrial Engineering from Lehigh University.
RecordedMay 25 201147 mins
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Mark Smalley, the IT Paradigmologist and DASA Global Ambassador
With all this sexy Digital Transformation, Agile and DevOps stuff going on, good old IT Service Management is in a bit of a rut. Somewhere far from the business in the bureaucratic basement, still waging (un)civil IT wars with their archenemies, the evil developers. The IT Paradigmologist explores three escape routes: enterprise-oriented service management, broader but technology-centric IT management, and user-oriented information management. Or staying put and going digital?
Greg Tucker - Service Management Architect, Ayearon Inc
By 2019, it has become clear that traditional service management frameworks haven’t kept pace with the industry. Practices that were unproven, but nonetheless widely accepted (if not adopted), have lost the veneer of “good” or “best” practice.
Meanwhile, new frameworks have been introduced in the last few years that promise to address new challenges and opportunities. What should managers do with these? How far should organizations go to adopt these new practices?
This presentation will address these questions, and also look at the state of the ITSM tools market at the end of 2018.
Dolf van der Haven, Information Security and Quality Manager, Verizon Enterprise Solutions
Join Dolf van der Haven, Information Security and Quality Manager, at Verizon Enterprise Solutions This webcast as he gives an overview of the three main movements in service management that will have an impact in 2019.
This webinar will cover the new edition of ISO/IEC 20000-1, VeriSM and the new ITIL 4, and will show the merits of each movement, comparing them and demonstrating that whilst not mutually exclusive, each has their own specific merits.
John F McDermott, TIL/ITSM DevOps Customer Simulations, HPE
ITIL helps you maximize the potential of your digital services and ensures you keep ahead of business demand by giving you a framework of how to adapt your processes, organisation and culture.
In this session, learn from industry leader John F McDermott of HPE how ITIL can keep you agile, adaptive, and responsive - ensuring you create value and are a pioneering and enabling facilitator of IT and its associated services.
Your business is becoming more digital, but how digital are your own IT delivery processes? One of the most significant upcoming trends is the radical automation of IT management activities across the entire IT value chain.
Learn how to create a smart, streamlined and automated IT organization ready to manage the new multi-vendor ecosystem. This presentation provides a complete service automation blueprint (based upon the IT4IT standard from The Open Group) to transform to an agile and automation IT delivery organization.
This presentation covers all automation capabilities and opportunities to streamline DevOps and Service Management activities such as automated build, test, deploy and monitoring, as well as: self-service and self-help, discovery, AIOps, SecOps, automated event response, data science and analytics.
- How to design a fully automated IT function?
- What IT management capabilities can be automated?
- What is the art of the possible with current automation tools?
- How do I create a target blueprint for automation framework?
- What are new trends in IT automation? And how can these new automation options be integrated into your current service management approach such as AI/Machine Learning, ChatBot or virtual agents.
Simon Dorst, Michelle Major-Goldsmith - Kinetic IT
As Stephen Covey said “There are three constants in life... change, choice and principles”
Recent years have seen an explosion of different service management practices, leaving organizations confused about the best way forward. What is the best approach for building a service management model?
Michelle Major-Goldsmith and Simon Dorst will discuss the basic background, benefits and pitfalls of common ITSM practices like ITIL, SIAM, Agile and VeriSM. Focus will be on a clear distinction of what each of these practices brings to an organisation and provide some advice on both where to start defining a service management model and how to consider integrating the latest best and enabling practices as they evolve.
Steve Morgan - Director, SynaidIT and SIAM-ITSM coach & mentor, and Daniel Breston, Principal Consultant at Virtual Clarity
You want to benefit from cloud. You want to benefit from Agile, ITSM and DevOps. You want to save money. You create a programme and move your services and applications to some cloudy world. Whether it is hybrid or all someone else’s have you considered the impacted on your overall processes, all of your internal staff, your customers, regulators and suppliers?
We find that many consider some of these but few look at the entire spectrum. Cloud is a great thing, especially when viewed from the lens of integrating your service with great management (SIAM). Please join Steve Morgan, Director SynaidIT and SIAM-ITSM coach & mentor, and Daniel Breston, Principal Consultant Virtual Clarity & DevOps ITSM blender, as we discuss (argue) the good, bad, great of SIAM in the Cloudy world.
Michael Dortch - DortchonIT.com; Mike Bombard, Virima Technologies; Taylor Lehmann - CISO at Wellforce &Tufts
IT service management (ITSM) is evolving rapidly as more and more enterprises pursue digital transformation. At the same time, cyber security threats are growing in number, sophistication, and impact on the operations, revenues, and reputations of victimized companies. Meanwhile, at too many companies, service and security management are still operating in separate silos, with cooperation happening only after a threat becomes a successful breach.
How best to move to a structure in which service and security management are integrated, proactive enablers and accelerators of your business?
At many companies, this is one of the goals driving an increased focus on security operations, or SecOps. But there are technological, cultural, and organizational challenges to your efforts to bring IT service management and security management closer together.
Join Industry experts Michael Dortch, Mike Bombard for a stimulating and informative discussion of these challenges and how companies are addressing them successfully. You’ll learn things you can do now to improve both service and security management at your company.
Harriet Jamieson, Content Manager - BrightTALK and Mark Smalley - The IT Paradigmologist
Discover what's trending in the IT Service Management community on BrightTALK and how you can leverage these insights to drive growth for your company. Learn which topics and technologies are currently top of mind for security professionals and decision makers.
SIG Talk: Quality & Testing - LeanFT: How to Combine with Existing Selenium & How It Enables Intelligent Automation (Complete Edition)
Another exciting Quality and Testing SIG Talk focused around Micro Focus LeanFT will feature speakers from Germany and the United Kingdom. Both of these experts will share their knowledge and experience with Micro Focus LeanFT and how it can be combined with your existing Selenium test automation as well as how it can enable Intelligent Automation (IA).
Speaker: Daniel Horn
Combining Micro Focus LeanFT with your Existing Selenium Test Automation: Based on current market disruptors, we want to give an Introduction into Micro Focus LeanFT. Starting with a short Comparison of LeanFT and Selenium, the main topic will be the integration of LeanFT into existing Selenium solutions. At the end, we will give a few guidelines and ideas for using LeanFT in your projects.
Speaker: Jonathon Wright
Enterprise AIOps – Augmented Intelligence – Leveraging Micro Focus LeanFT to enable Intelligent Automation (IA): The dawn of Artificial Intelligence (AI) is upon us. Is your favorite test harness up to the job of testing AI platforms like Graph-based ML or Computer Vision? How can you practically start your journey towards Enterprise AIOps? Leveraging Micro Focus LeanFT to enable Intelligent Automation across Functional API, along with Security and Performance testing utilizing microcontainerization technologies such as Docker and Kubernetes, will help you achieve enterprise grade cognitive adaptive testing.
Kat Turner, Education Portfolio Manager, ITSM Zone
What is mentoring? What’s the difference between coaching and mentoring? Is mentoring relevant to my organization? What are the strategies and benefits?
Mentoring is a cost efficient and trusted solution to many of the problems surrounding communication and staff development within an organization.
All new members of staff, regardless of seniority, should have an appointed mentor to assist in the induction process; the need for ongoing support with all aspects of practice is particularly important for success and happiness!
This session will seek to debunk the confusion and uncertainty that often surrounds a developmental mentoring role, outlining clearly the responsibilities of the mentor and mentee and highlighting what is to be avoided. Coaching techniques and their appropriateness will be investigated, alongside how to apply these in an agile environment, finishing with strategies on how to embed a mentoring scheme and the benefits for individuals, team and organization!
Claire Agutter, Simone Jo Moore, Sally Bogg, Elisabeth Thomas, Andrea Kis
Join Claire Agutter, Simone Jo Moore, Sally Bogg, Elisabeth Thomas and Andrea Kisfor an open, honest discussion about the opportunities, lessons and challenges found in a career in ITSM. From entering the industry, to forging a career and making a difference, this one-off panel discussion will explore all facets of being a woman in ITSM in 2018.
Telemetry: The essential ingredient to success with Agile, DevOps and SRE:
Measurements, metrics and telemetry enable teams and organizations to deliver successful results with Agile, DevOps and SRE; in order to achieve speed, quality and automation targets with built-in performance, security and resiliency.
Dolf J.H. van der Haven - Quality and Information Security Manager, Verizon Enterprise Solutions
There is a considerable hype about Artificial Intelligence (AI) and its potential impact on humanity. For some, it is the best thing since sliced bread, bringing eternal leisure and world peace; for others, it is doomsday accelerated, where humanity will either become extinct and machines take over the world or it becomes slaves to the robots.
In this presentation, we will cover an overview of what AI’s capabilities are today, where it may lead us, and what we need to take into consideration in service management of AI. Furthermore, we will present a service management model that shows realistic perspectives on what AI’s capabilities can and cannot be. This leads to conclusions about whether AI is a threat to humanity or not.
This is a rescheduled webcast due to technical issues with the first attempt.
In this presentation, we break down 7 key reasons why VSI will inherently improve the effectiveness of your QA and Testing practice. Inspired by Matt Angerer’s trials and tribulations as a Program Testing Consultant for over 8 vertical markets and 10 end-to-end SAP implementations, this presentation is a no-nonsense action-packed roadmap to understanding VSI, but to also apply it immediately for lasting results.
Quality and Testing SIG Talk Series - Automation with Jenkins and Continuous Integration [Complete Edition]
This SIG talk features two Vivit Board members, Richard Bishop and Chris Trimper. They will share their expertise and knowledge about automation with Jenkins and Continuous Integration.
Shown below is an outline of the agenda and topics:
Speaker: Richard Bishop
Automating UFT, LoadRunner and Performance Center tests using Jenkins: Richard is a test specialist at Lloyds Banking Group in the UK and in recent years has helped test teams to adopt automated approaches to testing. In a shortened version of his recent presentation at the Micro Focus Universe conference in Monaco, Richard will demonstrate the use of Jenkins as an orchestrater for Micro Focus ADM tools including UFT, LoadRunner and Performance Center. There will be opportunities for Q&A and discussion of the approach that he has used.
Speaker: Chris Trimper
Preparing functional test automation for Continuous Integration
David Smith President Micromation Inc. VeriSM, ITSM, ITIL, Lean, Kaizen, ISO, TCO. Author – Implementing Metrics
DT is altering the food chain! Is your ecosystem adapting fast enough?
Listen to real-world examples of how some companies are evolving and transforming at an incredible rate fueled by technologies that didn’t even exist a short while ago.
No sector or industry is immune or future proofed from what’s about to follow. Traditional big business and institutions are at risk of being displaced, becoming obsolete or made irrelevant.
The pace of change is accelerating exponentially; are you adapting fast enough?
What if - there was a new service management model that could help you tap into and leverage your current investments, methods and human capital to adapt more quickly.
What if - this new service management model was self-organizing, just-in-time, low entry cost, flexible and elastic?
What if - this new service management model inspired innovation, creativity and outside the box thinking?
Would it be worth the hearing about it?
This session is about how to optimize and transform IT Service Management in the digital age.
In 45 minutes we’ll cover:
*How digital transformation is shaking things up
*How ITSM is evolving to manage services in the digital age.
*What’s VeriSM all about
*What’s the new Business/IT ecosystem
*What’s the new management mesh
*How does governance enable innovation
*How to pick up the pace
*How to learn more
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.
Escape the Service Delivery Black Hole: An Agile Service CatalogJason Rosenfeld, ITIL®v3 Expert, ITSM Practice Lead; Ken Dernbach, Service Desk Manager, LPL Financial, ITIL v3, Novell CNE[[ webcastStartDate * 1000 | amDateFormat: 'MMM D YYYY h:mm a' ]]46 mins