Hi [[ session.user.profile.firstName ]]

ITIL Doesn't Matter

Aidan is one the world’s leading independent authorities on IT Service Management.
Educated in New Zealand, he started his working life in the insurance industry. He has 30 years’ experience in the IT industry having worked in a wide range of roles and in many countries and market sectors. He has focused on ITSM since 1990, firstly for ICL (now part of Fujitsu) and then for 8 years in a full-time role as CEO of the industry body, itSMF.

With ICL, Aidan worked on a number of high-profile service management projects for government departments, utilities and financial institutions across Europe, as well as on several land mark internal change programmes, including the introduction of a service management job family.

Under his stewardship as CEO, itSMF UK more than quadrupled its membership and turnover, new services were introduced and a professionally staffed office was established. In addition, through his tireless evangelism, the number of International chapters increased six-fold.

Aidan was one the earliest holders of the ISEB Managers Certificate in ITSM and is a Fellow of both the Institute of Service Management and the British Computer Society. He has contributed to many ITSM publications (including ITIL), was one the authors of the BSI standard (BS 15000) and its International successor (ISO/IEC 20000), chaired the ITIL V3 refresh programme board and participates in many initiatives to raise professional standards in the IT industry. In 2006, he was awarded the prestigious Paul Rappaport award for contributions to the service management industry.

An articulate, amusing and often provocative speaker, he is a regular, sought-after presenter worldwide, having spoken in over 50 countries. He has written a number of white papers on ITSM, and is the author of articles for a wide range of journals and magazines.
Recorded Dec 17 2009 46 mins
Your place is confirmed,
we'll send you email reminders
Presented by
Aidan Lawes, Service Management Evangelist & Former CEO of itSMF
Presentation preview: ITIL Doesn't Matter

Network with like-minded attendees

  • [[ session.user.profile.displayName ]]
    Add a photo
    • [[ session.user.profile.displayName ]]
    • [[ session.user.profile.jobTitle ]]
    • [[ session.user.profile.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(session.user.profile) ]]
  • [[ card.displayName ]]
    • [[ card.displayName ]]
    • [[ card.jobTitle ]]
    • [[ card.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(card) ]]
  • Channel
  • Channel profile
  • Panel: 5 Steps to Building a Killer Service Catalog May 17 2017 3:00 pm UTC 45 mins
    Erika Flora, ITIL Expert, Principal, Andy Rivers, ITIL Expert, Senior ITSM Advisor, Lindsey Semon, Comm Lead, BEYOND20
    Ah, the Service Catalog. Every organization needs one, but few have one they truly love. It sounds so easy, doesn’t it? Create a menu of IT services, then communicate said menu to your customers. Done!

    Sadly, the above scenario is a rare one. While most of our organizations have some semblance of a Service Catalog, it’s often a bit of mess, hasn’t been updated in a while, or lives in a perpetual state of almost done. If any of this sounds painfully familiar to you – or if you fall into the camp of not having a Service Catalog at all – be not afraid!

    Why not? Because the BEYOND20 Catalog Doctors are here to help (trust us, *we’re doctors)! We’ve seen it all, and have helped strategize, design, and build countless Service Catalogs over the years. Our panel of catalog experts (or **doctors) will be sharing their knowledge, recommendations, and practical advice on how to quickly build a Service Catalog both you and your customers will love - with as little pain as is humanly possible.

    *This is patently false. It couldn’t possibly be less true.

    **Not doctors. Can’t stress it enough.
  • Panel: How a Digital Business Model will Impact IT Service Management May 17 2017 12:00 pm UTC 60 mins
    Matt Hooper, Tom Catalini, Carlos Casanova, Marcel Shaw
    Modernize IT by taking a business centric approach to improve current business processes that support organizational objectives. This panel will discuss best practices for building a digital business model, and how IT modernization will impact IT service management

    - Matt Hooper
    Digital Transformation expert, author, podcaster, blogger, & Twitter addict, Matt Hooper is an engaging international speaker on agile business management, leadership, technology, & customer service. His 20+year career has taken him from help desk analyst to CIO. An active member of the ITSM, DevOps, & Agile communities @Vigilantguy

    - Tom Catalini
    Tom Catalini is an author, blogger, and speaker who teaches lessons on professional development and leadership based on his real-world experience as an IT Leader in nearly every type of business environment. He has written 2 books on communication skills for IT professionals (available on Amazon) and blogs at www.tomcatalini.com and on www.CIO.com.

    - Carlos Casanova
    Speaker and co-author of “The CMDB Imperative.” Carlos Casanova is a trusted advisor to Fortune 500 companies, a mentor and coach – someone who strives to do more than simply fix ITSM issues. His decades of experience in a wide range of industries, across large and small organizations enables him to listen and provide sound advice that enable positive business outcomes. Carlos is a blogger at http://carloscasanova.com/blog/ He is also a guest writer for TechTarget and a contributor to Global Podcasts at “All Things ITSM” www.CarlosCasanova.com

    - Marcel Shaw
    IT blogger at who focuses on IT service management, asset management, and endpoint management. Marcel has worked as a technical consultant for over 25 years, and has also consulted as a legal expert witness for a top Washington DC law firm. Marcel works extensively with United States federal government agencies building IT solutions. Twitter - @marcelshaw www.marcelshaw.com
  • The Curse of the IT Drive-Thru Window May 16 2017 3:00 pm UTC 45 mins
    Doug Tedder, Tedder Consulting LLC
    In an effort to become easier-to-do-business-with, many IT organizations have stood up a “Service Catalog” within their ITSM tool. And frankly, it’s a very consumer-friendly and effective way to capture and manage requests - without the consumer having to contact the service desk.
    But if that “Service Catalog” reads like a drive-thru menu at a fast food restaurant, you may not be helping your company leverage one of its most strategic assets – its IT capability. In fact, you may be sending a message to your company that you are not intending. What is that message? “Welcome to IT. May I take your order please?”
    Shouldn’t IT be more than just an “order taker”? Shouldn’t a Service Catalog reflect the results of strategic investments and decisions made by the business about its use of IT, and not read like a drive-thru window menu?
    Join Doug Tedder for what may be an eye-opening look at how your Service Catalog may be sending the wrong message to your company – and what you can do to change that – and still provide that easy, friendly way to interact with your consumers.
  • NoOps is NoSense Apr 20 2017 10:00 am UTC 45 mins
    Daniel Breston, Lean IT consultant
    NoOps in DevOps is NoSense. Automation yes. No people for running things, looking for improvements, answering questions, making decisions is not possible. Maybe one day but for the next few years you need people and I for one am glad. In this session we will discuss why you would consider NoOps and then reveal the practicalities making this not only challenging but nonsense.
  • The difference between Agile PPM and agile PPM – and why you need both! Apr 12 2017 11:00 pm UTC 45 mins
    Steve Romero, Romero Consulting
    Agile development methodology is critical to almost every organization that relies on software development to achieve their enterprise strategy. Companies of every shape and size now rely heavily on agile development projects and programs to quickly and assuredly deliver new products and services to their customers.

    Initially viewed as antithetical to project governance, organizations must recognize agile efforts require the power of project and portfolio management (PPM) to assure agile projects realize enterprise strategic objectives. This webcast will describe the multiple dimensions of “Agile PPM” and what organizations need to do to enable PPM agility in their Agile world.
  • 2017 Pulse of the Profession®: Success Rates Rise Apr 12 2017 7:00 pm UTC 45 mins
    Tricia Cabrey, Market Researcher, PMI
    PMI’s latest Pulse of the Profession® research suggests a positive change in the way organizations are managing projects and programs. At the same time, the definition of success is evolving, and the ability of projects to deliver what they set out to do—the expected benefits—is just as important as the traditional measures of scope, time, and cost. This presentation will review PMI’s latest findings of how organizations are becoming more mature with their project practices and what factors they are investing in that distinguish more successful project performance.
  • Creating Digital Businesses Apr 12 2017 5:00 pm UTC 50 mins
    Jim Tremlett, Agile Advisor, CA Technologies
    The third wave of agility has begun – business agility (Wave 1: agile, Wave 2: scaled agile, Wave 3: business agility).The transformation of enterprises to digital businesses is leading this third wave. In this talk, we’ll discuss what this “digital transformation” entails.

    As evidenced by attendance at the recent, inaugural Business Agility Conference in February, this transformation is most acutely felt in the digital arms of traditional banks and financial services companies were rapidly changing customer expectations and competitive pressures from fintech start-ups are driving the transformation.
  • What is Business Agility? Apr 12 2017 4:00 pm UTC 50 mins
    Stephen Denning
    Business agility is an increasingly common theme discussed in organizations, but what is it? Research has shown that there are three laws or principles found across all agile organizations:

    • The law of the customer: An obsession with delighting customers by continuously adding value for customers and users, as well as a recognition of the current need to generate instant, intimate, frictionless value at scale.

    • The law of the small team: Big difficult problems need to be disaggregated into small batches and performed by small cross-functional autonomous teams, working iteratively in short cycles in a state of flow, with fast feedback from customers and end-users.

    • The law of the network: A recognition that, to achieve full business agility, the whole organization needs to embrace the entrepreneurial mindset.

    Pursuit of all three laws is key to sustaining business agility. Individually, none of the observed management practices are new. What is new and different is the way that the management goals, practices and values constitute a coherent and integrated approach to continuous innovation, fueled by a pervasive entrepreneurial mindset.
  • HPE ITSM Automation and Containers – Accelerating Deployment and Time to Value Recorded: Feb 23 2017 53 mins
    Michael Pott, Scott Knox, Greg W. Morrison, HPE
    More IT and computing is moving to public networks such as Amazon Web Services (AWS) and Microsoft Azure. Increasingly, internal/private IT is being restructured to provide similar services. Along with this are changes in the ways applications are being built, deployed, and maintained reflected by the rapid adoption of containers and microservices. What does this mean to IT Service Management and the service desk organization?

    Join this webinar to learn w HPE Software and our ITSM Automation (ITSMA) solutions are doing to both take advantage of these trends and also help support these trends. We’ll discuss the benefits to the service desk team of faster deployments, quicker time to value, and reduced administration and maintenance. Please join us to learn more about what HPE ITSMA provides today and what’s coming soon.
  • How Change&Configuration Management are Critical for Software License Management Recorded: Feb 16 2017 33 mins
    Marcel Shaw
    Software audits are on the rise costing organizations around the world millions of dollars. Learn how Change and Configuration Management can help protect your organization from penalties and fines resulting from unlicensed software in the Data Center.
  • 5 Ways to Introduce DevOps to your ITSM World Recorded: Feb 16 2017 42 mins
    Doug Tedder Tedder Consulting LLC
    The days of the monolithic, overly-bureaucratic ITSM environment are numbered. The message is clear

    – faster results with better quality is what businesses are demanding from IT.

    But you’ve made significant investments and done some great work with implementing ITSM in your

    environment. And it is working. But perhaps it’s not keeping up with the demand from your business,

    or you’re under some pressure to adopt DevOps. Do you throw away all that investment in ITSM?

    Well – not so fast! The fact is that you’re going to need those ITSM processes that you’ve worked so

    hard on as you begin to look at DevOps. Where do you begin? How do you get started?

    Get some pragmatic advice from Doug Tedder in this informative webinar and learn five ways to begin

    to introduce DevOps to your ITSM world.
  • Is DevOps REALLY the new answer to business technology value? Recorded: Feb 16 2017 47 mins
    James Finister, Global ITSM Strategist at Tata Consultancy and Daniel Breston, DevOps and AgileITSM coach
    Why do you want to introduce a new best practice to make the best use of technology? Yes in many cases IT is the 3rd largest budget line item, but are you getting the results you and your customers value from the investments being made?

    Is DevOps hype or can DevOps truly deliver value?

    Join James Finister, Global ITSM Strategist at Tata Consultancy and Daniel Breston, DevOps and AgileITSM coach, as they seek to answer the question: is DevOps hype or not? Take-away their experience on what is the value of technology and the value of movements like DevOps to you personally and to your organisation.
  • Business Models for IT Recorded: Feb 15 2017 46 mins
    Mark Smalley, The IT Paradigmologist, ASL BiSL Foundation
    This presentation takes a look at the IT function as if it were a regular business department, using well-accepted concepts such as business models and operating models. After introducing the concepts of business models and operating models and applying them to the IT domain, familiar IT bodies of knowledge such as Agile, ASL, BABOK, BiSL, BRMBOK, COBIT, DevOps, IT4IT, and ITIL will be mapped to the models, illustrating where they add value.
  • DevOps: Adopt and Adapt the Blend Recorded: Feb 15 2017 38 mins
    Daniel Breston, DevOps and Leadership Coach
    Ok let’s be honest: DevOps borrowed many practices from other practices. TOC, Lean, ITSM, SIAM, Agile, Scrum, Kanban, Organisational Change Management (OCM) to name a few. Surely you cannot learn all of these and then figure out how to introduce DevOps as a new way to provide value to all technology investment and management?

    How can you fast forward to being able to try DevOps ways of collaboration, communication, faster creation, better feedback and continuous improvement? How can you adopt and adapt the blend to your organisation?

    This session discuss what is DevOps as a mix of practices. Then using the technique of Value Stream Mapping, sets the strategic tone to be able to help you discover the WHY, the HOW and the WHAT about DevOps for your organisation. 30-35 minutes of presentation followed by 10-15 minutes of your question by DevOps and leadership coach Daniel Breston.
  • 10 Ways DevOps Is Changing Enterprise IT Recorded: Feb 14 2017 48 mins
    Cynthia Harvey, Freelance Technology Writer and Editor
    Recent surveys show that enterprises are adopting DevOps approaches in greater numbers than ever before. This shift is reverberating throughout the technology industry, influencing many other trends, including the popularity of various tools and programming languages, team member salaries, technical debt, security, costs and more. This webinar examines some of the latest research into the impact DevOps is having on enterprise IT and helps IT managers prepare for the sometimes unexpected consequences of embracing DevOps.
  • The Big Data Service Desk: The Saga so Far Recorded: Feb 1 2017 59 mins
    Thore Senneset, HEMIT Michael Pott, HPE Kevin Leslie, HPE
    HPE Service Manager and Smart Analytics leverage Big Data for the service desk for a better user experience and increased efficiency. It simplifies ticket submission, enables the automatic classification of tickets, as well as fast and proactive problem management.

    Hemit (Helse Midt-Norge IT) has been running HPE Service Manager with Smart Analytics for almost two years and will present experiences from this time frame along with thoughts and ideas for the future.

    Join this session to gain insights into Big Data Service Desk capabilities and values, and to learn about how Big Data can help you with your service desk.
  • Call Center Best Practices Recorded: Dec 13 2016 64 mins
    Jeff Rumburg, Managing Partner at MetricNet
    An overview of Call Center Best Practices.

    HEAR how the industry's top performing Call Centers Achieve World-Class Status!

    LEARN key strategies for Enhancing your Call Center Performance!

    APPLY Best Practices from your peers in the industry!

    In this webcast, MetricNet will share the Key Success Factors from the industry's top performing Call Centers!
  • Kuratieren Sie Ihren IT Service Katalog Recorded: Dec 8 2016 37 mins
    Silke Radde (Sr Solution Engineer, BMC) and Jens Kindgen (Sr Software Consultant, BMC)
    Heutzutage bevorzugen geschäftliche Anwender eine konsumerorientierte Erfahrung mit der IT. Diese soll insbesondere schnell , anwenderfreundlich und unkompliziert sein und idealerweise die Arbeit der Business-Nutzer optimal unterstützen. Hier hilft IT Service Management der IT Organisation durch das Bereitstellen eines Servicekatalogs, der es den Business Anwendern auf einfache Art und Weise ermöglicht, einen benötigten IT Service und/oder Lösung zu bestellen. Dabei gibt es aber einige Eckpunkte zu beachten, die der Service Katalog idealerweise unterstützen sollte, zum Beispiel:

    - Bereitstellen einer genehmigten Liste von Apps und Services, aus denen der Benutzer die richtige Lösung für seine spezifischen Anforderungen wählen kann.
    - Transparente Darstellung des Service-Wertes für den Endbenutzer. Sind z.B. keine Kosten mit einen Service Request verknüpft, wird dieser u.U.unnötigerweise beauftragt, was zusätzliche Ausgaben und Arbeit für das IT Team zur Folge hat.
    - Möglichkeit zur Erstellung eines einzigen, zentralen Service Katalogs (für IT und Non-IT Services), der klare Preis und Erfüllungs-Definitionen für jeden Service enthält, sollte ebenfalls Ziel bei der Implementierung sein.
    - Anwenderfreundliches, mobiles Interface für den Endbenutzer.

    Das Webinar stellt die aktuellen Herausforderungen dar, mit denen Unternehmen hier heutzutage konfrontiert sind. Vorgestellt werden auch die 4 notwendigen Schritte hin zu einer Digital Curation im Kontext Service Katalog/Service Request Management. Ergänzt wird das Webinar mit einer kurzen Live Demo eines modernen Service-App-Stores für den digitalen Arbeitsplatz.
  • Use your data to Reduce Service Request Resolution Time Recorded: Dec 7 2016 41 mins
    Dean Williams, President Block64
    Case study examples of using better asset data to improve service, reduce cost & mitigate risk.

    Smash the silo: make your key asset data available across the organization, at all times. In this section, we’ll talk a bit about how organizations often silo their support/ticketing systems off from other systems containing key asset data, and why this would matter and introduce potential waste and headaches for an organization.

    The hidden costs of a long refresh cycle: Here I discuss the relationship between aged assets and the spike this can cause in support traffic. A look at gaps that can be exposed by having things like asset age, supportability, and current maintenance coverage can help with a refresh strategy.

    Proper maintenance coverage: a shortcut to eased support overhead.
    Here I’ll talk through a handful of real-world examples where a lack of asset oversight led to actual outages or over-payment by customers we’ve worked with.

    Pitfalls of popular maintenance platforms: Discussing some of the ways in which gaps that cause support headaches are systemically introduced by popular maintenance programs such as SmartNET.

    Using data to reduce Service Request Resolution Time: Lastly, talk about how to gauge and meter the soft and hard benefits of introducing better data during the support process
  • Service catalog in the app store era Recorded: Dec 7 2016 29 mins
    Narain Muralidharan, Freshservice
    The way we purchase has come a long way since the good old days. What used to be a cash based transaction was soon replaced by newer payment methods like wire transfers, plastic money, Bitcoin, Square, Apple Pay, etc. But enterprise service request management has remained the same even as consumer technology has evolved drastically.

    The App Store model has redefined the way we consume services. All it takes to purchase a new service is a tap of the thumb – the preferred method to purchase within the confines of your home.

    So what can we, as IT leaders, learn from the App Store to make the service request catalog experience better?
The backbone of your IT infrastructure
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.

Embed in website or blog

Successfully added emails: 0
Remove all
  • Title: ITIL Doesn't Matter
  • Live at: Dec 17 2009 11:00 am
  • Presented by: Aidan Lawes, Service Management Evangelist & Former CEO of itSMF
  • From:
Your email has been sent.
or close