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ITIL Version 3 Overview

This presentation provides an overview of ITIL Version 3 and highlights the key changes and enhancements made to reflect the global users' and industry practices feedback since Version 2 was published. The key concepts of Version 3 will be explained as well as the integration of additional processes and functions that have evolved since Version 2. At the end of this session you will understand the key concepts and process flows of Version 3 as well as the future direction for ongoing improvements to ITIL.
Recorded Jun 12 2009 49 mins
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Cassius Downs, Treasurer; itSMF USA Board of Directors
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IT Service Management

  • Pitfalls in privacy data wrangling Mar 16 2021 11:00 am UTC 45 mins
    William Bello FIP CIPP/E CIPM CIPT, Senior Privacy Business Consultant, Bello Consulting
    Fairy tales most often start with sentence: “Once upon a time there was a …” - Facebook?! Does any of you remember mobile app named “Foursquare”? It was very popular until a Russian-based developer used it to display “girls around me”. Data is a resource. Big data is a big resource. But - a big responsibility as well. It brings opportunity and it make threat. In world today we witness a steady rise of privacy concern and user awareness about what is right and what is wrong. Not only that, but regulations around the world guarantee certain rights to data subjects or consumers. Cambridge Analytica Ltd is very good example of Facebook data wrangling misuse or one could call this “data breach”.

    Careless use of meshed data or during company merge collecting data together from different anonymized sources into one data lake might be a potential serious risk for new organization. Can you imagine number of data collected over past decades on UK servers based on R&D under EU regulation? As we experience Brexit all the data wrangling using this meshed data raise legal ground question for further processing and secondary use. Privacy by design and by default is a key to proof accountability and key points we will discuss during talk are:

    • Data wrangling core ideas of discovering, structuring, cleaning, enriching, validating and publishing during data life cycle stages: collection, processing, disclosure, retention and destruction

    • How to secure enterprise data wrangling using GDPR and NIST as a privacy framework?
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  • Thinking Like A Hacker Mar 15 2021 9:00 pm UTC 60 mins
    Josh Stella Fugue Co-Founder , CEO and CTO
    When it comes to cloud misconfiguration vulnerabilities, compliance frameworks and monitoring tools aren’t always going to help you. If you’re using the cloud, odds are your security model is broken.
    The cloud changed the way hackers think and operate: Rather than targeting an organization and then searching for vulnerabilities to exploit, hackers use automation to scan the internet looking for cloud misconfigurations to exploit.

    Once an attacker has access to your environment, they use IAM resources like a network to move laterally, find data, and extract it. We’ve graduated from simple misconfiguration mistakes to techniques bad actors are using today to breach data out from under the most advanced cloud security teams—often without detection.

    In this talk, Josh Stella Fugue Co-Founder , CEO and CTO, will put you into the hacker mindset so you can think more critically about fixing your broken cloud security.

    Specifically, this talk will cover:
    - Common cloud misconfigurations that compliance won’t catch
    - How attackers take advantage of IAM misconfigurations
    - How to find advanced misconfiguration vulnerabilities and fix them
    - Strategies for remediation and building security into cloud design
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  • How Conversational AI & RPA Accelerates ITSM Automation Feb 18 2021 11:00 pm UTC 30 mins
    Muddu Sudhakar, CEO, Aisera
    With global work environments shifting, the need for scalability and automation is urgent to handle the influx of employee requests for IT support—and to offer user satisfaction in an anxious time. Demands on the IT service desk include the challenge of licensing costs, handling more common processes and tasks, enabling higher levels of employee self-service, and speeding issue resolution.

    AI-enabled employee self-service can auto-resolve the majority of repetitive requests, freeing the IT team to focus on business-critical issues. Aisera enables automation of repetitive IT tasks, actions and workflows while allowing workers to auto-resolve their issues using Conversational AI and Conversational RPA—uniting people without physical contact. Aisera also leverages the power of AI with existing ticketing systems to bring users and services together, despite social distancing, for vital business continuity. Remote workers get the streamlined support they need to stay productive.

    - No additional capital resources are needed to handle employee support requests from remote workers
    - Companies can leverage out-of-the-box AI solutions to accelerate IT service delivery in real-time, using their existing service desks
    - Conversational AI and RPA can improve employee experience at scale to ensure 24x7 business continuity and support
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  • Test Automation Architectures (The Pyramid and More) Feb 18 2021 10:00 pm UTC 45 mins
    Alan S Koch, Sr Technical Lead Instructor, Cprime
    Testing can be the long pole in our deployment pipelines. Without test automation, we are forced to choose between poor velocity and insufficient regression testing (and the resulting risks and quality problems).

    But test automation is no magic “silver bullet”! If we don’t approach it in a disciplined and structured way, it can become its own source of problems and a time-sink for our team. The Test Automation Pyramid provides a framework for a structured and rigorous approach to testing.

    We will use the Pyramid as our touchstone for delving into some excellent guidance on test automation from both the Agile and the DevOps communities, like:

    - Divide and conquer: How can we treat test automation not as a single big problem, but the Agile way – as a series of small workable problems.

    - Unit testing means what? A clear purpose for Unit Testing that translates into clear direction on what it should and should not be.

    - What comes before Integration testing? A look at what it takes to actually test interfaces. (Hint: It’s not integration testing!)

    - GUI-less Functional test automation: Full testing of the functionality of our application without the complexity and brittleness of going through the graphical user interface (GUI).

    - An architecture for automating functional testing: Automated functional tests become much more maintainable when we use a multi-layered architecture to create them.

    - Testing in the CI/CD Pipeline: How can we fit all of this testing into our Continuous Integration, Continuous Delivery (CI/CD) pipeline and still have it complete quickly?
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  • The Product Owner Diary: What it really takes to automate ITSM processes Feb 18 2021 6:00 pm UTC 45 mins
    Jill Mead, Product Agile Coach, U.S. Bank
    I was “that” product owner. We were one of the internal governance teams in a Fortune 50 company impeding the ability to fully move to product, agile and devops. It was so bad my IT Service Management product was voted as the most painful process in all of technology. The pressure to improve the experience and automate had never been greater. And the journey to automation certainly came with painstaking truths and even harsher realities. Join me as I discuss what it really takes to align and automate your IT Service Management practices with the future of digitalization.
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  • DevOps and ITSM: Marriage made in organization Feb 18 2021 1:00 pm UTC 60 mins
    Rupesh Kumar, AWS Solutions Architect Solutions Director - DevOps/Agile, Citizant Inc.
    Most of the times, we see ITSM and DevOps at two end of the spectrum and considered polar opposite but guess what opposites attract.
    There is rich and mature aspects of ITSM on one hand and agility of DevOps on another and together they can synergize to create a beautiful and long lasting marriage within the organization
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  • The Importance of Database Monitoring on Cloud Platforms Feb 18 2021 11:00 am UTC 60 mins
    Grant Fritchey, DevOps Advocate, Redgate Software
    More and more organizations are moving vital workloads on to cloud architecture, especially their data. However, many are not ensuring that the same level of monitoring that they would perform in an on-premises environment. Performance problems on cloud infrastructures don’t simply result in slower databases, but in higher overall costs. This session will walk you through why you need to monitor your databases in the cloud. We’ll discuss some of the built-in architectures available to you using Azure and AWS as examples. We’ll also walk through additional resources from building your own monitoring solution to taking advantage of third party tooling. Moving to the cloud carries all sorts of advantages, but you need to be prepared to appropriately monitor your databases too. This session will help you get started.
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  • Achieving true agility through programmability and automation. Feb 18 2021 9:00 am UTC 60 mins
    Asanka Abeysinghe, Chief Technology Evangelist, WSO2, Inc
    Enterprise agility—the ability to adapt fast and seize new opportunities while reducing costs—is critical for an organization to survive and thrive in this evolving digital age. While the rewards of bringing about agile transformation are significant, how many companies really achieve key results? Did you know the success rate is less than 10%? Even organizations that follow various agile methodologies do not adhere to them across the board, resulting in what’s known as agile-waterfall or wagile approaches.

    Is there a pragmatic way to become truly agile?

    Yes, by embracing programmability. This approach goes beyond infrastructure automation, which is a common practice, by enabling programmatic access to automate actions, procedures, processes, and runtimes used in an application’s entire lifecycle. With programmability and end-to-end automation, teams can increase productivity and flexibility and quickly decommission repeatable tasks; they can also spend more time on implementing innovative ideas.

    Asanka will share his experience from applying programmability in successful projects delivered iteratively, rapidly and in a timely way. In addition to the associated lean methodology, he will discuss a supportive reference architecture.
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  • Advancing DevSecOps Metrics: Resolving the Known Unknown Feb 17 2021 10:00 pm UTC 30 mins
    Dr. Mark Peters, Lead Information Assurance/Security Engineer, Technica Corporation
    Every company wants to accelerate, deliver more, faster, and increase customer value and return profit to stakeholders. Every DevOps business understands core metrics but advancing values requires resolving known unknowns behind the initial numbers. Accomplishing initial metrics leads to some understanding but allows deriving additional details. Subsequent metrics should be small, focused on acceleration and provide clarity to feedback. Provided examples demonstrate how time to change, deployment frequency, restoration time, and change failure rates can be deconstructed to provide advanced solutions. Software tools exist to easily manage telemetry everywhere and increase overall value through advanced metrics

    1. Defining advanced metrics & DevOps
    2. Building from the four basic metrics
    3. Applying metrics to your organization

    Key Takeaway: Understanding why metrics matter and how they apply to your company
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  • Testing in Production Feb 17 2021 6:00 pm UTC 60 mins
    Talia Nassi, Developer Advocate, Split Software
    How do you know your feature is working perfectly in production? If something breaks in production, how will you know? Will you wait for a user to report it to you? What do you do when your staging test results do not reflect current production behavior? In order to test proactively as opposed to reactively, try testing in production! You will have an increased accuracy of test results, your tests will run faster due to the elimination of bad data, and you will have higher confidence before releases. This can be accomplished through feature flagging, canary releases, setting up a proper CI/CD pipeline, and data cleanup. You will leave this talk with strategies to mitigate risk, to better your understanding of the steps to get there, and to shift your company’s testing culture, so you can provide the best possible experience to your users. At the end of the day, we don't care if your features work in staging, we care if they work in production.
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  • Monitoring Java Applications with Prometheus and Grafana Feb 17 2021 6:00 pm UTC 60 mins
    Justin Reock, Chief Architect – OpenLogic at Perforce Software
    Learn how to modernize your Java application monitoring and dashboarding with Prometheus and Grafana. There's a lot of information out there when it comes to monitoring a Kubernetes cluster with Prometheus, but, in the modern enterprise landscape, applications are still what matters. Learn how to leverage Prometheus and Grafana to build slick, modern monitoring dashboards and threshold logic for Java applications.
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  • Link ITSM KPIs to corporate L&D and Innovation Feb 17 2021 1:00 pm UTC 60 mins
    Phil Reynolds, Digital Culture Change Specialist, Philanimates Ltd.
    How converting your IT support user guides into animated videos can provide granular level learning to feed into corporate L&D objectives. Combine this with the adoption of a "design thinking" approach to your service innovations, can produce improved results in deployment, through increased end-user engagement, helping to drive up your innovation KPIs.
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  • How ITSM & DevOps underpin future Ways of Working at Nationwide Building Society Feb 17 2021 11:00 am UTC 45 mins
    John Siddal, Director Of Service Delivery, Nationwide & Mark Rendell, DevOps Consultant
    Nationwide is in the midst of an organisation-wide pivot, realigning from a largely functional organisation to one fully aligned to our ‘Member’ needs. We’re calling these our ‘Missions’.

    We have made some incredible progress with our Ways of Working including adopting ideas from DevOps, Site Reliability Engineering (SRE), Intelligent Control and more generally Agile, and this has triggered revolution our ITSM processes.

    At our most successful we have built platforms where we can go from concept to releasing new services into production in less than two weeks. But our systems landscape is vast and our journey is far from complete.

    In this session we will discuss how critical finding a synergy between DevOps and ITSM has proven to be. We'll share some of our key lessons learnt, our future ambition, and the challenges we are still grappling with.
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  • How to choose right metrics to measure DevOps practices? Feb 16 2021 10:00 pm UTC 60 mins
    Hasan Yasar, Technical Director, Adjunct Faculty Member, Software Engineering Institute | Carnegie Mellon University
    While getting so many benefits on DevOps and automation, nothing is more ubiquitous than the measuring the progress. There is a tremendous value of each stage of the delivery pipeline, from project inception to application deployment into the production environment and beyond on supporting operationally. When you collect the right data and visualize them properly, you will have continuous feedback on various stages to all stakeholders, great transparency and visibility, traceability of any given changes throughout the lifecycle, most importantly learning from each success and failure as a team. However, there are some challenges in selecting the right metrics, collecting data on various distinct development tools, overseeing many projects with different development teams and correlate distinct sources of data
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  • Increase App Confidence using CI/CD and Infrastructure as Code Feb 16 2021 6:00 pm UTC 60 mins
    Angel Rivera, Developer Advocate, CircleCI
    Ever run code changes through CI/CD and everything passed clean and green in the pipeline checks, then experience undetected critical failures in the live target environment post-deployment? This scenario is very common and impacts many teams and organizations even the teams with the most rigorous testing practices. In most cases this behavior can be eliminated by running basic Smoke Tests on the application live in their target environments. Smoke testing apps in target environments will expose unwanted patterns/behaviors and provide a solid understanding of how the application will perform.

    In this talk Angel will discuss the advantages of implementing Smoke Test patterns into CI/CD pipelines using Infrastructure as Code (IaC). He will discuss how teams can leverage automation to ensure apps are tested live in target environments which provide valuable insights pre-deployment. Angel will also demonstrate how to leverage IaC to provision Kubernetes clusters, deploy apps, test live then destroy all the resources created in a single CI/CD pipeline run.
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  • ITSM & DevOps - Friends or Foes Feb 16 2021 1:00 pm UTC 30 mins
    Siddharth Pareek, Global DevOps CoE Practice Lead, NatWest Group
    DevOps is not the wand for all the problems that exist in the IT world. Rather other bodies of knowledge are needed to answer the What & How part of cultural and mindset change to have business agility. That is where the IT Service Management (ITSM) value holds.

    This talk will present to you how:
    - How the ITSM ecosystem has helped the businesses in their DevOps transformation journey.
    - What are the patterns and anti-patterns of having the best of both worlds of ITSM & DevOps?
    - How the nexus amongst ITSM, DevOps, Agile & Lean is needed in this fragile, not Agile world.
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  • Open Source Online DevOps Dojo Feb 16 2021 11:00 am UTC 60 mins
    Chris Swan, Fellow, VP, CTO Modern Apps and Cloud Native & Tom Halpin, Technical Team Lead DXC Technology
    ITSM is a set of policies, processes and procedures used to deliver standard Customer IT services and the resulting support and operational activities. While DevOps is a set of practices which combine software development (Dev) and operations (Ops) activities to shorten the software development lifecycle by enabling the continuous delivery of high quality software.

    ITSM and DevOps are often considered to be incompatible, however as the pace of change accelerates organizations that manage to hit the sweet spot of operating ITSM frameworks with DevOps speed of delivery will gain a competitive advantage from the resulting synergies.

    For organizations that have traditionally been focused on traditional ITSM skilling and/or reskilling to support a DevOps cultural pivot and DevOps tooling can be challenging.

    DXC Technology runs mission-critical systems with the latest technology innovations to deliver better business outcomes and new levels of performance, competitiveness and experiences for our customers. In this talk we will share how we are skilling and reskilling our workforce and helping our clients through "Online DevOps Dojos". The Online DevOps Dojo is a series of learnings and hands on micro labs which follow the guidelines of reference books such as "Accelerate" and the "DevOps Handbook". More that online learning experiences, we are talking here about online lab environments, supported by a (funny) story of a fictitious team.

    Half presentation, half demo, this talk will open your eyes on skilling and opportunities linked to training for DevOps the "Dojo" way.

    One last thing: the learning modules are open source: we invite the DevOps community to use and also contribute!
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  • 5 Levels of High Availability: from Multi-instance to Hybrid Cloud Feb 16 2021 9:00 am UTC 60 mins
    Rafał Leszko
    Does running your application on multiple machines mean it's highly available? Technically yes, but the term HA is already more than that. Take Kubernetes installation, if you install it on AWS, it's not considered HA unless your master nodes are in different availability zones, not only on different machines. And actually, there is much more on that topic.

    In this session I'll present 5 high availability levels:
    1. Multi instance
    2. Multi zone
    3. Multi region
    4. Multi cloud
    5. Hybrid cloud

    I'll discuss real-life use cases we experienced while developing Hazelcast and present examples of the related technical features you may need: in-memory partition backups, zone aware partition groups, WAN replication.
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  • Recorded: Service Desk Innovation within the Global cloud MSP community Recorded: Jan 7 2021 75 mins
    David Pool, Consultant, Agile Channel Consultancy
    This presentation leverages the presenter's experience working with the major cloud vendors on their respective managed service programmes. This provides a unique insight into the service desk operations and tooling being utilized within a range of leading-edge organisations.

    The topics covered are:
    - How to manage your workloads with next-gen monitoring & AI: What changes with the deployment of serverless & microservices and what are the impacts of accessing the workloads in a multi-cloud environment through a Cloud Management Portal.
    - How automation and DevOps enables: self-service, compliance, security governance, API integration, and implementation of standard processes such as patching.
    - Remote working: internally and externally managing customers that are also remote, the skills and tools that enable employees & organisations to provide quality services.
    - Security: embedded in design and operations from day zero, real time compliance, granular role-based access, and use of AI to identify anomalies,
    - Cloud based working brings a range of new commercial models, covering the purchase, operation, and optimisation of cloud services. This includes the evolution of the service levels agreement.
    - Vendor based tools are catching up with the third-party vendors. How do you take advantage of these options that often provide some cost benefits.

    The key learning points will be:
    - Insight into the adoption of automation within service desk operations.
    - Examples of the best practice in the use of next generation monitoring tools and the value created.
    - Overview of the leading tools being used to enhance service desk operations
    - Where cloud security sits within the service desk operations and why it’s critical to embed security from day one of the design.
    - The applications being used to enable successful remote service desk operations in the current pandemic.
    Watch now
  • We Hear for You - The Future of Help Desks in 2021 Recorded: Dec 4 2020 34 mins
    Jo Lynn Clemens, Sarah Copeland, Ashish Santha Kumar, Peter Nassos, CPA, CPCU, CISSP, Head of Security, I've Been Vetted
    The help desk has become increasingly important to not only determine problems that might arise within an application but also to determine a customer's level of satisfaction with the application and preferred features and recommendations. As such, the help desk has morphed to include functions that were traditionally outside of the Help Desk role. Such services include Customer Service, Sales, and Marketing. As more and more companies become aware of the wealth of information available throughout the Customer Journey, we will find more valuable data to improve the efficiency, satisfaction, and effectiveness of solving our customer's pain points both today and tomorrow. Why? Because "We Hear for You."

    In this presentation you will learn;

    1. Emerging communication channels that meet the customer where they are
    2. Improvements in ensuring agents are more skilled at addressing customer problems
    3. The importance of analytics in honing the customer journey through real-time insights that enable companies to "hear" their concerns
    4. How automation can be used to improve efficiency
    Watch now
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  • Title: ITIL Version 3 Overview
  • Live at: Jun 12 2009 4:00 pm
  • Presented by: Cassius Downs, Treasurer; itSMF USA Board of Directors
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