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Moving ITSM from Process Driven to Service Driven

Despite best laid plans, IT often struggles to allocate resources and budget where the business most needs them. It’s not that IT lacks technical proficiency, far from it. Rather, years of acquiring and managing resources in technology silos has put IT at odds with what the business cared about – technology supporting business outcomes. Unless addressed, IT runs the risk of being perceived as a black-box cost center; one in which endless streams of investment flows and no tangible value is returned.

Service Portfolio Management solutions helps IT organizations drive better decision making and align resources to where they deliver the most value. It does this by examining how the function, cost, quality and benefit of each business service (from inception to retirement) meet and supports key business objectives and outcomes.
Recorded Dec 3 2009 40 mins
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Robert Sterbens, Sr. Director of Product Marketing, Service Mgmt, CA Inc.
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IT Service Management

  • 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 Ambassador
    With 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?
    Save your seat
  • Three Movements in Service Management: ITSM in 2019 Nov 15 2018 1:00 pm UTC 45 mins
    Dolf van der Haven, Information Security and Quality Manager, Verizon Enterprise Solutions
    Join Dolf van der Haven, Information Security and Quality Manager, at Verizon Enterprise Solutions This webcast as he gives an overview of the three main movements in service management that will have an impact in 2019.

    This webinar will cover the new edition of ISO/IEC 20000-1, VeriSM and the new ITIL 4, and will show the merits of each movement, comparing them and demonstrating that whilst not mutually exclusive, each has their own specific merits.
    Save your seat
  • Why You Need ITIL in your Digital Transformation Strategy Nov 15 2018 11:00 am UTC 45 mins
    John F McDermott, TIL/ITSM DevOps Customer Simulations, HPE
    ITIL helps you maximize the potential of your digital services and ensures you keep ahead of business demand by giving you a framework of how to adapt your processes, organisation and culture.

    In this session, learn from industry leader John F McDermott of HPE how ITIL can keep you agile, adaptive, and responsive - ensuring you create value and are a pioneering and enabling facilitator of IT and its associated services.
    Save your seat
  • ITSM Frameworks, Falseworks, and Scaffolding with the former head of ITIL Nov 14 2018 1:00 pm UTC 45 mins
    Kaimar Karu - former head of ITIL and lead author of ITIL Practitioner (2016).
    Join Kaimar Karu, former head of ITIL and lead author of ITIL Practitioner (2016), as he discusses frameworks, falseworks and scaffolding in the concept of ITSM.
    Save your seat
  • Choose your practice, practice your choice! Nov 14 2018 11:00 am UTC 45 mins
    Simon Dorst, Michelle Major-Goldsmith - Kinetic IT
    As Stephen Covey said “There are three constants in life... change, choice and principles”

    Recent years have seen an explosion of different service management practices, leaving organizations confused about the best way forward. What is the best approach for building a service management model?

    Michelle Major-Goldsmith and Simon Dorst will discuss the basic background, benefits and pitfalls of common ITSM practices like ITIL, SIAM, Agile and VeriSM. Focus will be on a clear distinction of what each of these practices brings to an organisation and provide some advice on both where to start defining a service management model and how to consider integrating the latest best and enabling practices as they evolve.
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  • Q&T SIG Talk Series - Combining LeanFT w/ Selenium & Leveraging LeanFT Recorded: Sep 11 2018 62 mins
    Daniel Horn, Jonathon Wright
    SIG Talk: Quality & Testing - LeanFT: How to Combine with Existing Selenium & How It Enables Intelligent Automation

    Another exciting Quality and Testing SIG Talk focused around Micro Focus LeanFT will feature speakers from Germany and the United Kingdom. Both of these experts will share their knowledge and experience with Micro Focus LeanFT and how it can be combined with your existing Selenium test automation as well as how it can enable Intelligent Automation (IA).

    Speaker: Daniel Horn
    Combining Micro Focus LeanFT with your Existing Selenium Test Automation: Based on current market disruptors, we want to give an Introduction into Micro Focus LeanFT. Starting with a short Comparison of LeanFT and Selenium, the main topic will be the integration of LeanFT into existing Selenium solutions. At the end, we will give a few guidelines and ideas for using LeanFT in your projects.

    Speaker: Jonathon Wright
    Enterprise AIOps – Augmented Intelligence – Leveraging Micro Focus LeanFT to enable Intelligent Automation (IA): The dawn of Artificial Intelligence (AI) is upon us. Is your favorite test harness up to the job of testing AI platforms like Graph-based ML or Computer Vision? How can you practically start your journey towards Enterprise AIOps? Leveraging Micro Focus LeanFT to enable Intelligent Automation across Functional API, along with Security and Performance testing utilizing microcontainerization technologies such as Docker and Kubernetes, will help you achieve enterprise grade cognitive adaptive testing.
    Watch now
  • Mentoring for Success! A cost efficient and trusted solution Recorded: Aug 23 2018 61 mins
    Kat Turner, Education Portfolio Manager, ITSM Zone
    What is mentoring? What’s the difference between coaching and mentoring? Is mentoring relevant to my organization? What are the strategies and benefits?

    Mentoring is a cost efficient and trusted solution to many of the problems surrounding communication and staff development within an organization.

    All new members of staff, regardless of seniority, should have an appointed mentor to assist in the induction process; the need for ongoing support with all aspects of practice is particularly important for success and happiness!

    This session will seek to debunk the confusion and uncertainty that often surrounds a developmental mentoring role, outlining clearly the responsibilities of the mentor and mentee and highlighting what is to be avoided. Coaching techniques and their appropriateness will be investigated, alongside how to apply these in an agile environment, finishing with strategies on how to embed a mentoring scheme and the benefits for individuals, team and organization!
    Watch now
  • [Panel] Women in ITSM: Opportunities, Lessons, Challenges and Advice Recorded: Aug 15 2018 61 mins
    Claire Agutter, Simone Jo Moore, Sally Bogg, Elisabeth Thomas, Andrea Kis
    Join Claire Agutter, Simone Jo Moore, Sally Bogg, Elisabeth Thomas and Andrea Kisfor an open, honest discussion about the opportunities, lessons and challenges found in a career in ITSM. From entering the industry, to forging a career and making a difference, this one-off panel discussion will explore all facets of being a woman in ITSM in 2018.
    Watch now
  • Q&T SIG Talk Series Ep. 19: Telemetry: Success for Agile, DevOps and SRE Recorded: Aug 14 2018 74 mins
    Todd DeCapua
    Telemetry: The essential ingredient to success with Agile, DevOps and SRE:

    Measurements, metrics and telemetry enable teams and organizations to deliver successful results with Agile, DevOps and SRE; in order to achieve speed, quality and automation targets with built-in performance, security and resiliency.
    Watch now
  • The Chicken and the Robot or: Why AI is not going to take over the world Recorded: Aug 9 2018 39 mins
    Dolf J.H. van der Haven - Quality and Information Security Manager, Verizon Enterprise Solutions
    There is a considerable hype about Artificial Intelligence (AI) and its potential impact on humanity. For some, it is the best thing since sliced bread, bringing eternal leisure and world peace; for others, it is doomsday accelerated, where humanity will either become extinct and machines take over the world or it becomes slaves to the robots.

    In this presentation, we will cover an overview of what AI’s capabilities are today, where it may lead us, and what we need to take into consideration in service management of AI. Furthermore, we will present a service management model that shows realistic perspectives on what AI’s capabilities can and cannot be. This leads to conclusions about whether AI is a threat to humanity or not.

    This is a rescheduled webcast due to technical issues with the first attempt.
    Watch now
  • 7 Reasons Why Value Stream Integration Improves SW Quality Assurance Recorded: Jul 25 2018 56 mins
    Matt Angerer
    In this presentation, we break down 7 key reasons why VSI will inherently improve the effectiveness of your QA and Testing practice. Inspired by Matt Angerer’s trials and tribulations as a Program Testing Consultant for over 8 vertical markets and 10 end-to-end SAP implementations, this presentation is a no-nonsense action-packed roadmap to understanding VSI, but to also apply it immediately for lasting results.
    Watch now
  • Q & T SIG Talk Series - Jenkins & Continuous Integration [Complete Edition] Recorded: Jul 24 2018 67 mins
    Richard Bishop, Chris Trimper
    Quality and Testing SIG Talk Series - Automation with Jenkins and Continuous Integration [Complete Edition]

    This SIG talk features two Vivit Board members, Richard Bishop and Chris Trimper. They will share their expertise and knowledge about automation with Jenkins and Continuous Integration.

    Shown below is an outline of the agenda and topics:

    Speaker: Richard Bishop
    Automating UFT, LoadRunner and Performance Center tests using Jenkins: Richard is a test specialist at Lloyds Banking Group in the UK and in recent years has helped test teams to adopt automated approaches to testing. In a shortened version of his recent presentation at the Micro Focus Universe conference in Monaco, Richard will demonstrate the use of Jenkins as an orchestrater for Micro Focus ADM tools including UFT, LoadRunner and Performance Center. There will be opportunities for Q&A and discussion of the approach that he has used.

    Speaker: Chris Trimper
    Preparing functional test automation for Continuous Integration
    Watch now
  • The Rise and Fall of the Empire - ITIL and Digital Transformation Recorded: Jul 19 2018 44 mins
    David Smith President Micromation Inc. VeriSM, ITSM, ITIL, Lean, Kaizen, ISO, TCO. Author – Implementing Metrics
    DT is altering the food chain! Is your ecosystem adapting fast enough?

    Listen to real-world examples of how some companies are evolving and transforming at an incredible rate fueled by technologies that didn’t even exist a short while ago.

    No sector or industry is immune or future proofed from what’s about to follow. Traditional big business and institutions are at risk of being displaced, becoming obsolete or made irrelevant.

    The pace of change is accelerating exponentially; are you adapting fast enough?

    What if - there was a new service management model that could help you tap into and leverage your current investments, methods and human capital to adapt more quickly.

    What if - this new service management model was self-organizing, just-in-time, low entry cost, flexible and elastic?

    What if - this new service management model inspired innovation, creativity and outside the box thinking?

    Would it be worth the hearing about it?

    This session is about how to optimize and transform IT Service Management in the digital age.

    In 45 minutes we’ll cover: 
    *How digital transformation is shaking things up
    *How ITSM is evolving to manage services in the digital age.
    *What’s VeriSM all about
    *What’s the new Business/IT ecosystem
    *What’s the new management mesh
    *How does governance enable innovation
    *How to pick up the pace
    *How to learn more
    Watch now
  • ITSM Masterclass: ITIL in a world of digital transformation Recorded: Jul 19 2018 33 mins
    Akshay Anand, ITSM Product Ambassador, AXELOS
    What is digital transformation, how are companies going about accomplishing it and what does that mean for ITSM?

    In this session ITSM Product Ambassador, Akshay Anand, discusses the role of ITIL in digital transformation initiatives. Akshay will reveal how you can leverage the ITIL 9 Guiding Principles to achieve success in your digital transformation.

    Join this session to gain actionable insights and learn how you can get involved with upcoming ITIL content which will improve success for digital transformation at your business today.
    Watch now
  • VeriSM™ - Exploring the New (Service Management) Kid in Town Recorded: Jul 19 2018 45 mins
    Simon Dorst, Michelle Major-Goldsmith - Kinetic IT
    Michelle Major-Goldsmith and Simon Dorst of Kinetic IT will discuss the role of VeriSM in digital transformation, and its relation to ITIL and other service management practices.
    Watch now
  • The Digital Transformation of ITSM - AI, Automation and NLP Recorded: Jul 18 2018 49 mins
    Doug Tedder, Principal, Tedder Consulting
    So 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.

    How will the way we approach and deliver ITSM change as a result?

    Join me as I discuss “The Digital Transformation of ITSM”.

    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.

    Prior to starting his business, Doug spent over 25 years working in corporate IT organizations in a variety of local, regional, and global roles.
    Doug holds numerous industry certifications in disciplines ranging from ITIL®, COBIT®, Lean IT, DevOps, KCS™, VeriSM™, and Organizational Change Management.

    Doug is an author, blogger, and frequent speaker and contributor at local industry user group meetings, webinars, and national conventions. Doug is a member and former president of itSMF USA, a member of HDI, a contributing author to VeriSM™, and co-author of the VeriSM™ Pocket Guide. Follow Doug on Twitter (@dougtedder) or visit his website (dougtedder.com).
    Watch now
  • A new approach to IT Service Management: Selfless Service Recorded: Jul 18 2018 31 mins
    Sanjeev NC, Solutions Architect, Freshworks
    Service 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.
    Watch now
  • How Can ITSM Exist in the Cloud? Recorded: Jul 18 2018 41 mins
    Daniel Breston, Principal Consultant, Virtual Clarity
    I 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!!!

    Now years later – we have seen that what we do underpins what the organisations gets when they adopt and adapt to cloud based services. Let’s see why this happened and discuss how we can continue to be the innovation side of technology just like we have been all along.

    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.
    Watch now
  • 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 Software
    Static 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.

    If you have questions like these, and you’re concerned about integrating SAST tooling into your DevOps process, this session will offer actionable advice to automate security testing that supports DevOps velocity.

    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?
    How can I use a tool in my DevOps pipeline?
    Watch now
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  • Title: Moving ITSM from Process Driven to Service Driven
  • Live at: Dec 3 2009 6:00 pm
  • Presented by: Robert Sterbens, Sr. Director of Product Marketing, Service Mgmt, CA Inc.
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