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Deciphering Service Management

Deciphering Service Management
Recorded Jun 11 2009 34 mins
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Ian Clayton; Consultant at Service Management 101
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IT Service Management

  • Inside ITIL® 4 – the Digital Perspective Nov 5 2019 9:00 am UTC 45 mins
    Mark Smalley, the IT Paradigmologist
    How does ITIL 4 contribute to the digital enterprise?
    What is a digital enterprise, for that matter, and which digital capabilities are required?
    How does the digital operating model contribute to transforming the enterprise?
    What’s the importance of planned and emergent continual improvement in keeping up with dynamic digital demand?
    How is the role of management changing?
    Which resources and practices do ITSM practitioners have at their disposal to co-create value from digital investments?

    This talk will explore these questions and more.
    Save your seat
  • Powering Proactive Problem and Incident Management Jul 18 2019 5:00 pm UTC 45 mins
    TBC
    Join IT Service Management experts as they discuss how to power proactive problem and incident management.
    Save your seat
  • Service Desk by The Numbers Jul 17 2019 5:00 pm UTC 45 mins
    Roy Atkinson, Sr. Analyst, HDI
    HDI conducts comprehensive annual research on almost every aspect of the service desk, from hiring, staffing, and salaries to metrics, frameworks, and technologies. This webinar will explore not only the statistics around the service desk, but what they mean in terms of industry trends and changes. How successful has the “do more with less” approach been? Are service desks hiring, or reducing staff? Is the workload shrinking or growing? What are the top metrics being gathered, and what do they mean?

    Attendees will learn:

    - What do service desks consider “must-have” technologies for supporting customers/users?
    - What contact channels are being used by customers to get support and request services?
    - What percentage of organizations are hiring for expansion of the service desk?
    - Which frameworks and methodologies are being used?
    - What are some areas where improvement is needed?


    Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as senior writer/analyst, he acts as HDI's in-house subject matter expert, bringing his years of experience to the community. He holds a Master’s Certificate in Advanced Management Strategy from Tulane University A.B. Freeman School of Business.

    You can find Roy on Twitter: @RoyAtkinson
    Save your seat
  • The State of the Service Desk Jul 17 2019 3:00 pm UTC 45 mins
    TBC
    Join ITSM professionals as they discuss the State of the Service Desk.
    Save your seat
  • Cloud Credential Council's Look at ITSM and Digital Transformation Jul 16 2019 3:00 pm UTC 45 mins
    Mark O' Loughlin - Cloud Credential Council
    Mark O' Loughling of Cloud Credential Council looks at ITSM and Digital Transformation
    Save your seat
  • ITSM and Digital Transformation Jul 16 2019 10:00 am UTC 45 mins
    Simon Dorst and Michelle Major-Goldsmith - Kinetic IT
    A look at ITSM and Digital Transformation with Simon Dorst and Michelle Major-Goldsmith.
    Save your seat
  • ITSM and Digital Transformation – the Business Benefits Jul 16 2019 8:00 am UTC 45 mins
    Mark Smalley, the IT Paradigmologist
    If we didn’t have IT service management, we’d be in a right mess. But how do you identify and articulate the benefits of ITSM in terms that business people understand?

    Starting with familiar ITSM notions such as utility and warranty, this talk explores how these relate to tangible business benefits such as more sales, higher prices, and lower costs and risks. Is ITSM just about keeping the lights on, and is it just as difficult to relate ITSM effort to business benefits as it is to say how much the cleaner’s broom contributed to last month‘s sales? This talk lets you decide for yourself.
    Save your seat
  • [Panel] ITIL 4, Four Months On: What Now? Jun 19 2019 3:00 pm UTC 60 mins
    Panel of experts
    The launch of ITIL 4 in March 2019 set out to reimagine IT Service Management as we head into 2020.

    With some reviews wishing it had been more revolutionary, and some saying the updated framework has paced itself well with the progression in the industry, there has been much debate about its reception and impact.

    Join this BrightTALK panel as Service Management experts discuss and debate the key updates and implementations you need to be aware of.
    Save your seat
  • Ask the DevSecOps Expert: Software Security in DevOps & CI Environments Jun 6 2019 9:30 am UTC 30 mins
    Moshe Lerner, Checkmarx | Yotam Gutman, Cybersecurity Marketing Community
    The increased complexity of software and the need to keep up with fast-paced release cycles create new types of risk in the form of Software Exposure.

    Join this interactive 1-2-1 discussion where product strategist and industry expert, Moshe Lerner will share insights including;

    - Why you should consider software security as non-functional issue?
    - What are the key challenges for managing software security in general and in DevOps environments?
    - Best of breed vs Best of suite – Which is the right approach?
    - The difference between interactive application security testing (IAST) and dynamic application security testing (DAST)? Can IAST replace DAST?
    - How to manage and reduce application security risk at scale

    Moderated by Yotam Gutman, Founder & Community Manager, Cybersecurity Marketing Community
    Save your seat
  • How We Approached Evaluation of ALM Octane and Now Run Agile Testing Recorded: May 16 2019 60 mins
    Gerd Fladrich, Risang Sidik
    This webinar is brought to you by the Vivit Testing Quality ALM Special Interest Group (SIG).

    Join this webinar that will demonstrate how BNP Paribas started and performed evaluation of ALM Octane and is now using the tool to run complete agile testing lifecycles. The testing lifecycle will be presented as a live demo that follows Behavior-Driven Development (BDD) methodology and uses Gherkin notation for defining test suites.

    The testing lifecycle starts with definition of requirements and user stories, heavily builds on test automation and advanced reporting, manages and synchronizes defects across tools, and feeds learnings from testing back into the requirements. It uses an integrated development and testing infrastructure including products like Confluence, Jira, Micro Focus ALM, Micro Focus ALM Octane, Jenkins, GIT, Cucumber, IntelliJ, TestCafe, and others.

    BNP Paribas’s journey with agile test automation using ALM Octane started in 2017. The webinar presents in a nutshell how evaluation of ALM Octane was approached and conducted. It explains how new methods were introduced with the objective to leverage full tool functionality. The initiative has soon helped to increase testing efficiency and created important business value.

    Webinar participants will learn:

    • How BNP Paribas has conducted evaluation of ALM Octane
    • Why ALM Octane is much more than just a successor of ALM/Quality Center
    • How ALM Octane eases flexible management of its entire surrounding tool chain
    • Why methodology like BDD shall precede tools, and not vice versa
    • How Gherkin establishes a common language for the entire agile development lifecycle that helps integrating business, development, and testing
    • How to use ALM Octane for pipeline management, reporting, defect synchronization, import of performance testing and BPT results, integration of in-sprint testing etc.
    Watch now
  • Turning a Service Management Support Engineer Effortlessly into Learning Content Recorded: May 9 2019 50 mins
    Anna Marie Jupp
    There are many challenges facing those who work in the ITSM field. It seems the most significant challenge is the constant changes, whether they are within the tools and customers you are supporting, the on-and-off boarding of employees, or the changes in your ITSM solution from upgrades or total replacement. The Micro Focus Adoption Readiness Tool can help you guard against these changes affecting your business.

    • How to stop your knowledge leaving the building when the SME’s move on
    • How to put together a knowledge repository and maintain your content efficiently
    • How to create new content on the fly
    • How to make this knowledge available for everyone at the point of need
    Watch now
  • DevOps Adoption in The Real World – 3 Ways to Drive Test Centric Continuous Deli Recorded: Apr 30 2019 59 mins
    Julian Fish, Wes Godard
    As Enterprise DevOps adoption hits the mainstream, organizations are looking to streamline and simplify their Development and Testing practices through the use of Continuous Integration (CI) and Continuous Delivery (CD). Whilst CI and CD practices can provide significant benefits, such transformations are often led by Development teams, where little thought is given about the impact that the process and technology changes will have upon testing organizations, and the need to fully align all areas of the application delivery pipeline.
    In this live webinar, join Micro Focus to understand:
    • How development, test and release processes and pipelines can be easily and simply aligned
    • How test automation can be a core component of your CD pipeline and why an orchestrated DevOps toolchain is key to successful DevOps transformation
    Watch now
  • IT Service Management Community Update Recorded: Apr 24 2019 19 mins
    Harriet Jamieson, BrightTALK and Elisabeth Thomas, Launch Product Marketing
    Join BrightTALK's Harriet Jamieson and Launch Product Marketing's Elisabeth Thomas as they review the latest developments in IT Service Management.

    From automation to ITIL 4, Harriet and Elisabeth will be covering where ITSM is headed in the coming months.
    Watch now
  • The Four Levels of Thinking as a Geek Leader Recorded: Apr 23 2019 52 mins
    Tom Cooper, Principal Geek, Bright Hill Group
    As a highly technical expert, you have been successful because of your expert skills. People hire and promote you because of your talent and ability to solve hard problems. This is true. It's also not enough.
    What no one tells you is that you're only looking at one of the three factors that lead to career success.
    In this session, you will:
    - Learn the other two factors (and what you should do about them)
    - Learn the four levels of thinking needed to be an expert who leads
    - Assess where you are in each of the areas
    - Identify at least 2 practical things that you can do to improve your influence, get more support for your ideas and projects and gain more respect as a professional.
    Watch now
  • Delivering ITSM For Business Maturity: A Practical Framework Recorded: Apr 11 2019 43 mins
    Beverly Weed-Schertzer - Executive ITSM Consultant, edifyIT
    ​We are in confusing times when it comes to adopting ITSM to deliver functional technology services to the business. ITSM seems to be out-dating itself with ever-changing operating models. This can negatively impact strategies to mature IT and the Business together. The role of IT provider over the last three decades of rapid technological advancement hasn’t adapted nearly enough to mature the company.

    You may of heard this many times - "IT must focus on aligning to the business and have a primary focus on service integration". Is your ITSM program working to achieve this focus? Most likely you are among the growing population that is failing or missing the target in order to achieve results with ITSM that ensures business quality and maturity. Listen to Beverly Weed-Schertzer as she explains a fresh perspective on ITSM from practical experiences spanning over three decades.

    Take back control of your ITSM program!
    Watch now
  • How to Drive Customer Experience by Changing Your Metrics Recorded: Apr 11 2019 41 mins
    Nancy Van Elsacker Louisnord, President, TOPdesk USA
    Much is being said on how ITSM’s ultimate goal is a high customer satisfaction and great employee experience. Historically, ITSM teams have been using specific performance-based metrics that tend to be internally focused. Even though these metrics are important and remain relevant, they do not really give any insight into the customer experience. So to gain actual insight into customer satisfaction, you need to change your metrics. The question becomes: How do I change my metrics in an efficient way?

    In this presentation, Nancy shares some insights about why shifting your focus to measuring customer satisfaction is so important and what’s in it for your ITSM team. She discusses various approaches you can take to accomplish these goals and walks you through which metrics to focus on and how to implement this new strategy.

    Nancy Van Elsacker Louisnord is the President TOPdesk USA. She’s also a public speaker, a service management expert and a contributor to numerous leading industry publications and the TOPdesk Blog.
    Watch now
  • The Advantages of ITIL 4 in the Modern World Recorded: Apr 10 2019 48 mins
    Marcel Foederer - Lead Architect Team in Axelos and ITIL Trainer at ITpreneuers
    What are the advantages of ITIL 4 in the modern world?

    Find out from Marcel Foederer - Lead Architect Team in Axelos and ITIL Trainer at ITpreneuers in this Future of ITSM session.
    Watch now
  • Should we still be optimising ITIL for today’s digital services? Recorded: Apr 10 2019 34 mins
    Steve Morgan - Director, Syniaid IT
    ITIL has long been established as the de-facto framework for the management of IT services. However, the world has moved on. Our IT services are delivered differently and the tools we use to deliver them are commonly cloud-based or delivered by complex multi-vendor models.

    Like a prize-fighter, ITIL is being dusted-off for one last crack of the title, whilst new younger fighters enter the ring. Should we still be looking to optimise our processes using ITIL as a reference point? What other alternatives are available?

    This presentation will look at how to use ITIL as the basis for an effective IT operating model, and what else you ought to be looking at to successful deliver today’s complex digital IT services.
    Watch now
  • Is ITIL 4 DevOps Ready? Recorded: Apr 10 2019 56 mins
    Rob Akershoek, IT Architect, Fruition Partners
    Most IT organizations are currently working on transforming their existing IT delivery processes, with increasing use of Agile development methods (such as SCRUM), Continuous Delivery and DevOps. As a result of this transformation, traditional ITIL service management processes are being challenged for their relevance. ITIL processes are considered to be bureaucratic, slow and not relevant for the new digital ecosystem consisting. ITIL v3 also have some significant gaps as it didn’t cover the actual design and development of IT services (or products).

    But now in the beginning of 2019, Axelos introduced ITIL 4.

    Does this new version fill in these gaps?
    How to combine ITIL and DevOps?
    Does the digital enterprise still need ITIL 4?
    Or will your DevOps journey fail without a solid service management practice?

    This presentation will show how DevOps and ITIL should be combined in order to optimally manage the new digital ecosystem while at the same time being able to meet the increasingly stringent requirements imposed on IT service delivery.
    Watch now
  • The Need for Multimodal Service Management Recorded: Apr 10 2019 59 mins
    Claudine Koers, Principal Consultant, Quint Wellington Redwood
    In this digital age, more and more work is being performed in Agile and DevOps contexts. Not only by IT teams but also in closer collaboration with the business departments.

    This agility serves customers, chain partners and own employees. While the processes, policies and rules in an agile organisation should be set up in order to facilitate agility, at the same time there is a must for organisations to remain compliant with the (stricter) laws and regulations. We see agile organisations delegating as much responsibility as possible to the operational levels of the organisation to achieve ownership and quick decision-making. GRC, ITSM and agility must be adopted and implemented throughout the organisation and be part of the 'corporate DNA'.

    The adaptability of the value chain enables organisations to react to changing demands from their stakeholders in the most effective and efficient ways. During this session participants will learn about the various experiences that ITIL 4 provides.

    About the Speaker:
    Claudine is an IT management expert with experience in service management, security, risk, Lean, Agile and DevOps, in particular combining working methods that drives IT organisations to excel. She writes articles, develops trainings, gives lectures and realises projects on these topics. In addition, she is closely involved in the development of the new version of ITIL 4.

    “Motivation and enthusiasm in employees encourages me to work every day on better cooperation mechanisms leading to even better organisational performance. Experience in DevOps and ITSM transformations with a healthy dose of curiosity, empathic capability makes it possible to make connections within the organisation to realise this"
    Watch now
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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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  • Presented by: Ian Clayton; Consultant at Service Management 101
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