Making ITIL Practical: The Impact of IT Process Automation
The best-designed processes can sit on shelves while the organization refuses to change. IT Process Automation bridges the gap between process design and implementation by leveraging tools already in use and automating the repetitive and bureaucratic portions of ITIL. Attend this session to see real-world examples of processes that have moved from paper to production.
Recorded
Jun 11 2009
43 mins
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Presented by
Travis Greene, Chief Service Management Strategist at NetIQ
Travis Greene, Chief Service Management Strategist at NetIQ
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Future of ITSM: without “IT”, “S” or “TS”? Nov 29 2018 4:00 pm UTC 45 mins
Mark Smalley, the IT Paradigmologist and DASA Global AmbassadorWith 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? -
Three Movements in Service Management: ITSM in 2019 Nov 15 2018 1:00 pm UTC 45 mins
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[Panel] Women in ITSM: Opportunities, Lessons, Challenges and Advice Recorded: Aug 15 2018 61 mins
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This is a rescheduled webcast due to technical issues with the first attempt. -
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Shown below is an outline of the agenda and topics:
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Preparing functional test automation for Continuous Integration -
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*How to learn more -
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VeriSM™ - Exploring the New (Service Management) Kid in Town Recorded: Jul 19 2018 45 mins
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The Digital Transformation of ITSM - AI, Automation and NLP Recorded: Jul 18 2018 49 mins
Doug Tedder, Principal, Tedder ConsultingSo much is being written (myself included!) about how ITSM helps an organization prepare and support digital transformation. But ITSM itself is going through digital transformation.
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About Doug Tedder:
Doug Tedder is the principal of Tedder Consulting LLC, a Service Management and process improvement consultancy. Doug is a recognized thought leader who is equally adept in interactions from senior leadership to day-to-day practitioners. His attention to detail, industry knowledge, emotional intelligence, and the ability to “see the big picture” and make it actionable has resulted in a track record of success in transforming IT organizations into valued business partners.
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A new approach to IT Service Management: Selfless Service Recorded: Jul 18 2018 31 mins
Sanjeev NC, Solutions Architect, FreshworksService desks are closer to the customers than we can ever imagine. With self-service adoption on the rise and Service desks making it easy for their users to reach them, why do we still hear IT agents complaining users don’t raise tickets? Can we get the Service desk closer to the customers? What if the Service desk lives where the customers are already there?
This talk explores the possibility of approaching Service management with a selfless mindset focusing primarily on self-service and customers logging tickets with the service desk. A selfless approach takes a lot of effort but not without its benefits.
About Sanjeev NC;
Sanjeev is a Solution Architect helping Enterprise customers with their ITSM tool implementation. He’s an ITSM enthusiast with consulting, blogging & speaking experience and enjoys delivering content creatively through memes, comics and puns. He is currently on a mission to ensure every customer support interaction yields the best possible experience. -
How Can ITSM Exist in the Cloud? Recorded: Jul 18 2018 41 mins
Daniel Breston, Principal Consultant, Virtual ClarityI remember when virtual or cloud became the scary marketing words for any Operations or Infrastructure or ITSM person. My role is going, my skills won’t be needed. Our processes will break. We can’t go that fast!!!
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Join me, Daniel Breston, to discuss how ITSM is relevant in the world of cloud or fast technology services delivered by multiple suppliers or technologies.
About Daniel Breston;
Daniel is a Principal Consultant for Virtual Clarity leading the operating model practices incorporating DevOps, ITSM, Agile Ops and leanIT Leadership. Daniel is a frequent speaker for BrightTalk, the British Computer Society, SITS, HDI or other conferences. Daniel is also a contributor to the VeriSM and SIAM Body of Knowledge acts as a mentor or coach for leaders interested in getting the best from technology services. -
How can static analysis help DevOps teams maintain velocity securely? Recorded: Jul 17 2018 46 mins
Meera Rao, senior principal consultant and director of the secure development practice - Synopsys SoftwareStatic application security testing (SAST) is the process of examining source code for security defects. SAST is one of many checks in an application security assurance program designed to identify and mitigate security vulnerabilities early in the DevOps process. Integrating SAST tools into DevOps processes is critical to building a sustainable program. And automating these tools is also an important part of adoption, as it drives efficiency, consistency, and early detection.
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But DevOps practitioners looking to integrate SAST tools into the DevOps pipeline often have questions:
How do I manage false positives?
How do I triage the results?
What happens to new issues identified?
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- Title: Making ITIL Practical: The Impact of IT Process Automation
- Live at: Jun 11 2009 11:00 pm
- Presented by: Travis Greene, Chief Service Management Strategist at NetIQ
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