Maintaining Service Levels with APM in Virtualized and Cloud Environments

Anil Desai, Independent Consultant
Significant changes in IT infrastructure approaches are driving data centers towards high levels of efficiency and automation. Virtualization and public/private/hybrid cloud architectures can help reduce costs and simplify administration, but the primary goal for IT organizations is to ensure that the applications and services they deliver meet or exceed their users’ needs. This presentation will provide advice and recommendations that focus on end-to-end monitoring and management of highly virtualized and cloud infrastructure components, including user experience, storage, networking, and hypervisors.
Jun 6 2012
48 mins
Maintaining Service Levels with APM in Virtualized and Cloud Environments
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  • The Savvy Service Desk - Seeing IT Through May 15 2014 4:00 pm UTC 45 mins
    Join Beverly in this webinar as she covers:

    - The Service Desk Function
    - Clever Communication/s
    - Technical Savvy vs Technical Ability
    - Seeing IT Through - The life of a customer inquiry

    Beverly Weed-Schertzer is an ITSM Executive Consultant, ITIL certified, ITSM Executive Consultant, ITIL trainer and founder of EdifyIT©. She is the author of The Art of Practicing Yoga in IT Service Management© and Moving Deeper into ITSM/ITIL©. Beverly is also a registered Yoga teacher and founder of Yoga Haven, in Oakland, NJ. Yoga is her passion and she uses her yogic thinking in IT Service Management illuminating IT by changing views, shifting cultures and initiating change. Beverly’s mission is Illuminating new light into IT using ancient old philosophy of Yoga.
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    Learn how progressive IT organisations have responded to end-users and customers that demand more from IT. These organisations have delivered a familiar consumerised experience and are delivering services through an IT Store and more. Wizards and widgets are used in a codeless design environment to deliver services as apps – Service catalog, stylised business value dashboards and more.

    The rebirth of the User Interface will be the catalyst through which IT finally bridge the gap with the business; Services delivered will optimise budgets and maximise output and performance. The services delivered will be used by a workflow that is increasingly mobile, the presentation layer (or user interface) will encourage acceptance and in turn the services delivered will drive productivity.
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    Ingrained into all of us is the notion that we must treat people equally. On the Service Desk, if you treat all analysts equally, be prepared to see the backs of your best staff as they walk out of the door.
     
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    -The Lion: takes pride in the service provided and leads the rest of the team
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    Whatever your role in IT, getting more from and giving more to front line teams can help to improve service management, not just customer satisfaction
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    Implementing a smooth way to assist users in selecting the requests that are relevant to them and tracking them across their lifecycles is a key goal in providing business value for the majority of the users. Done right the Service Request process raises the profile of the IT department with the user base. Done wrong it is one of the most commonly referenced issues that exists between the user base and the IT department as a whole.

    This presentation will explore the secrets of successful request fulfilment, the Do’s and Don’ts of how to set up this high traffic, highly visible and highly useful process.
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    - Consumer-based approaches to service requests and trouble-ticketing.
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    There is no doubt that cloud computing is rapidly advancing in the marketplace.
    New cloud based applications and services are coming to market quicker than ever, boasting of reduced cost of acquisition and operation. For some cloud services the pay as you use model is seen as very attractive for many organisations.

    Cloud computing, in its current form, is still relatively new. Best practice frameworks, including ITIL ®, and standards need to catch up and provide guidance on how best to use, deliver and consume cloud based services.

    •Can organisations wait any longer for basic guidance on managing cloud based services?
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    The answer to these questions and more will be provided during this presentation.

    This session will benefit CIO’s, CTO’s, IT Managers, Service Delivery Managers, Service Architects, IT Service Management Practitioners and anyone that wants to understand the effect that cloud based services is having on traditional IT design and delivery.
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    This session will look at the changing IT eco-system, the concept of a Service desk 2.0, the current ITSM skills gap, and the opportunities to pursue an ITSM career based on experience gained in a service desk role
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    Traditional IT Service Management initiatives call for some of the elements of a portal to be developed, such as a service catalog, and it’s been habit to design and develop these from the inside-out, from the perspective of the provider, with negative consequences to the customer experience, IT brand image.

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    - The organizational consequences of an outside-in approach.
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    This may sound strange coming from a Service Catalogue vendor, but we have seen a definitive shift in focus and we feel this is a game changer. So join Biomni’s CEO Angus Gregory and ITSM commentator Rob England (aka @TheITSkeptic) for a lively debate on what the world’s leading IT organizations are actually implementing and the business value that they are driving for IT and the businesses they support.
  • Getting Started: How to Implement Basic ITIL Request Fulfillment Recorded: Apr 10 2014 45 mins
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    A service catalogue does more than simply list the IT services an organisation provides. It helps IT engage with its customers and build and maintain relationships. It helps to establish boundaries and to set expectations. It helps to transform IT to a service lead organisation. It helps IT to find solutions, contribute to the bottom line and demonstrate business value.

    The service catalogue should be a ‘living’ catalogue where services and support levels can be added and removed as required. Requests for new services, when approved, need to be incorporated into the service catalogue. Listing to the business and its technology needs, now and upcoming, will better align IT with the business, helping the service desk to show real business value and helping to position the service desk as a true business partner.

    To make this happen, alongside the service catalogue should be a detailed plan outlining the Change Management and Request Management process.
  • Policy Management - how to achieve consistent and scalable IT administration Recorded: Apr 10 2014 45 mins
    Join this webinar and learn why consistency is the hallmark of an effective, agile organisation. With thousands of moving parts, ensuring that every user, every system is being managed consistently is critical. This webinar will show you how a best practice IT systems management software effectively defines, manages, applies and enforces IT policies across groups of machines.

    A state-of-the art Policy Management system streamlines the process of creating, setting and remotely applying IT policies to groups of systems across a distributed organisation. Administrators need to be able to view all policies from a single dashboard, customise them and assign them based on organisation, group, machine type, platform or any dynamic view of machines to ensure all systems are in compliance. By automating management by policies and enforcement, administrators can then take immediate action to remediate any system that is not in compliance.
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    • Streamline the process of applying and updating policies to multiple machines based on organisation, group, department or dynamic view
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    • Manage policy enforcement of multiple groups of machines, applying varying and nested policies depending on security risk, business use or service level
    • New machines can automatically inherit policy settings without any intervention
  • The Service Catalog Portal – your window to the customer Recorded: Apr 10 2014 40 mins
    Are you interested in knowing how an online shop is managing the logistics involved in delivering your order in time? Do you order your goods three days later if you see that its status is set to "unavailable"? Do you buy services which are described unclear and nebulous in your private life?

    For many IT organizations, the Service Catalog is just the next CMDB nightmare. Yes, because the CMDB itself is simply a repository of relationships that has minimal value. The true value is in understanding how these relationships impact IT and business services.

    But your Service Catalog Portal is your single point of information for your service customers. So tune in to this webinar as Martin Pscheidl, Chairman of itSMF Austria and Manager of the KPMG IT Advisory helps you see how taking both a bottom-up and top-down approach will help you reach the point which perfectly aligns with what your customer wants and needs.
  • An Agile Approach to the Service Request Catalog Recorded: Apr 9 2014 47 mins
    How do you build a Service Request Catalog with over 100 requests in only a few months? One request at a time!

    Many organizations fail at delivering a Request Catalog because they take on automating all of their requests at once, underestimating the time it takes. An Agile approach to your Request Catalog project will help you get started and keep building momentum until the catalog is ready for release. The key is creating a cycle that enables you to keep defining requests while development is in progress.

    Based on experienced gained through implementing catalog’s for Linium’s customers, this webinar provides you with just that: an approach you can use that leverages Agile development methods and gets your catalog out the door faster than if you tried to do it all at once.
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  • Title: Maintaining Service Levels with APM in Virtualized and Cloud Environments
  • Live at: Jun 6 2012 5:00 pm
  • Presented by: Anil Desai, Independent Consultant
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