Browse communities
Browse communities
Presenting a webinar?

How to Become an Incident & Problem Management Superstar

Jason Rosenfeld, ITSM Practice Lead, Cask, LLC and Christoph Goldenstern, Kepner-Tregoe
Join Jason Rosenfeld, Service Management Practice Lead at Cask, LLC and Christoph Goldenstern of Kepner-Tregoe as they discuss:

- Origin of the Kepner-Tregoe methodology and its role in Incident and Problem Management
- How to improve IM & PM at the “how to” level
- A sense of what KT process is about (via a short process demo)
- How to make improvements stick
- What is the potential ROI of a rational process-based approach to Incident and problem Management
Sep 6 2012
49 mins
How to Become an Incident & Problem Management Superstar
Join us for this summit:
More from this community:

IT Service Management

  • Live 1 and recorded (2435)
  • Upcoming (40)
  • Date
  • Rating
  • Views
  • Channel
  • Channel profile
  • Kill DevOps. Go Outside-In-Ops, and Kill that too Nov 18 2015 3:00 pm UTC 45 mins
    Mark Smalley, The IT Paradigmologist
    While organisations have used multidisciplinary approaches such as Agile and DevOps to improve the quality of, and speed with which , new functionality is developed and deployed, no value is actually realised until users use information and technology effectively and efficiently. Organisation lose 6% to 10% productivity due to IT issues and almost half of this is due to poor use. This presentation extends the traditional DevOps scope to address the actual value realisation from an outside-in perspective.
  • Lean-ITSM: Keep Improving Oct 14 2015 9:00 am UTC 45 mins
    Daniel Breston, ITSM Consultant
    Continual Improvement is the underpinning foundation of lean and, believe it or not, ITSM. Why is this concept so rarely used or achieved? Why do people feel it is book 5 of the cycle and what is inside as to difficult to understand and introduce?

    In his final session of his 6 part Lean ITSM series, Daniel Breston illustrates some simple concepts to ensure that you improve daily, not based on reports but based on the attitude, behaviour, climate and culture of your business, IT and suppliers.
  • Lean-ITSM: Keeping the business in business Sep 23 2015 9:00 am UTC 45 mins
    Daniel Breston, ITSM Consultant
    Getting a release that is of value based on configuration items that are known, during the cycle of change, has been the hardest aspect of ITSM since it's foundation. However, there are some simple things you can do to create a flow of work that everyone understands, linked to roles and responsibilities, KPIs, and business strategy.

    In part 5 of Daniel Breston's 6 part Lean ITSM series, he explores why IT exists, and how to ensure that what IT creates and delivers is done for good reason and in a value-oriented manner, based on DevOPS, lean, Agile and ITSM.
  • Your IT Customers Have Changed, Have You? Aug 13 2015 3:00 pm UTC 60 mins
    Allen Houpt, CA Technologies
    IT Service Management (ITSM) has focused on how to manage incidents quickly and effectively and generally speaking, we have become more operationally efficient in these areas, but what we did not foresee was the change in our users. They are comfortable searching for information online and communicating directly through social media – and they might be using tablets and mobile phones to do it. So how does your IT organization adjust especially if your ITSM technology stack is built for traditional communication?

    Watch this webcast to learn the steps you can take to introduce new strategies and technology that will help you meet the needs of your modern users. See how these practical steps can help you to improve your customer satisfaction, adoption, and service management cost structure.

    This session is approved for 1 priSM Professional Development Unit (PDU) credit.
  • Dynamic ways to use ITSM Metrics in a Lean Manner Aug 12 2015 9:00 am UTC 45 mins
    Daniel Breston, ITSM Consultant
    Metrics and KPIs: always confused, hard to create, hard to align, hard to keep current, hard to report against and rarely ever helpful to use as an improvement tool. Why is this? What if you could create a simple balanced scorecard, or KPI tree, with no more than 15 measures that would keep your staff happy, you business stakeholders happy and your customers happy?

    Join Daniel Breston to learn how, in part 4 of his 6 part Lean ITSM series. He will be exploring some dynamic ways to use ITSM metrics in a lean manner.
  • Mobility. Social Media. Self-Service, Oh My! Welcome to Today’s ITSM Reality! Jul 16 2015 3:00 pm UTC 60 mins
    Allen Houpt, CA Technologies
    Today’s IT consumers want answers to their questions immediately and in the way they want to communicate- no, they are not toddlers with tantrums, rather their productivity is being impacted and they have become accustom to the consumer experience.

    Watch this webcast to learn the role mobility, social media, and self-service play in meeting today’s ”service expectations” of IT and tips on how you can use these methods to increase user productivity and satisfaction resulting in the improved perception of IT.

    This session is approved for 1 priSM Professional Development Unit (PDU) credit.
  • How successful CIOs get their CXOs on board the ITSM train Jul 15 2015 2:00 pm UTC 45 mins
    Aleksandr Zhuk, President & Chairman, BRMI; Mark Smalley, Ambassador,, ASL BiSL Foundation
    CIOs often feel that they, and IT in general, aren't taken seriously enough by their board of directors, the C-level board of executives and influential colleagues. Shallow or non-existent relationships with their superiors and colleagues together with the CIOs modest non-technical communication skills impede any meaningful dialogue about the business benefits, risks and costs of IT. This presentation explores a strategy for CIOs to earn a permanent seat at C-level meetings.
  • Adopting Lean ITSM today will make you ready for the IT of Tomorrow Jul 15 2015 9:00 am UTC 45 mins
    Daniel Breston, ITSM Consultant
    ITSM actually does have a strategy, but it is very waterfall based. Slow and cumbersome, and by the time it's been accomplished, it can be out of date, costly and frustrating to users, stakeholders and the creators in IT. How do you reverse this cycle and introduce meaningful strategy that is well governed? How do you create simple governance for IT and the business to ensure that technology is an enabler and not a waste of money? How do you make things better, faster, safer?

    Join Daniel Breston, in part 3 of his Lean ITSM series, as he explores the concepts of ITIL strategy and blends it with Lean ITSM to show you how changes made today will make you ready for the IT of tomorrow.
  • The Role of IT Leadership in Service and Support Jun 23 2015 6:00 pm UTC 60 mins
    Jeff Rumburg, Managing Partner, MetricNet
    As the gateway to IT for most end users, service and support is the biggest driver of customer satisfaction and can generate a tremendous return on investment. IT leaders and managers who ignore these facts do so at their own peril, for the simple truth is this: the success and longevity of an IT management team are directly tied to the success of service and support. In this session, Jeff Rumburg will use benchmarking data and case studies to demonstrate the untapped value of all service and support organizations.
  • Utilising MoSCoW to guide your Lean Service Automation Jun 17 2015 9:00 am UTC 45 mins
    Daniel Breston, ITSM Consultant
    DevOPS is all about automation. Lean ITSM says: "wait a minute, don’t automate just yet, automate based on some simple principals." What are you supposed to do?

    In part 2 of Daniel Breston's Lean ITSM series, he will explore Lean Service Automation. Blending ITSM and Lean together, Daniel will demonstrate how you can use MoSCoW (Must, Could, Should, Won’t) to allow you to chose when automation should be performed and when it shouldn't. Join Daniel live as he attempts to expel a few myths, in what will be an excellent session.
  • The Traveler's Guide to the New Frontier of IT Service Management Jun 11 2015 3:00 pm UTC 60 mins
    Robert E Stroud, CA Technologies
    IT Service Management (ITSM) has evolved dramatically and what was considered mature and effective ITSM a just short time ago is barely sufficient today. So what’s next for ITSM and are you prepared for the future?

    This webcast will discuss developments in ITSM and how industry best practices are changing. Learn more about what your organization needs to do to keep pace with the new frontier of ITSM.

    This session is approved for 1 priSM Professional Development Unit (PDU) credit.
  • Benchmark 2014: Global Results for Desktop Support May 27 2015 6:00 pm UTC 60 mins
    Jeff Rumburg, Managing Partner, MetricNet
    Unlike the service desk, which has been extensively benchmarked over the past two decades, desktop support benchmarking is a relatively recent trend. As a result, many support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend in desktop support and even fewer are aware of what constitutes acceptable performance. In this session, Jeff Rumburg will share the results of MetricNet’s 2014 Global Benchmarking Initiative for Desktop Support, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.
  • Collaboration. What is it? What gets in the way? How to do it? How to lead it? May 21 2015 2:00 pm UTC 45 mins
    Philippa Hale, Owner, Open Limits
    Lack of collaboration across internal teams within IT, and across internal and external business relationships is cited as the most common reason why 70% of IT projects fail to deliver their promises.
    Lack of collaboration is also the reason why business processes that look fine on paper (or in Visio) just don’t get the buy-in necessary for them to improve business performance. They just end up adding to the complexity and confusion, and yes, it is much easier to ‘go and ask George/Georgina’.
    Here is how to lead and do collaboration in complex organisations; From the perspective of an Organisation Behaviour specialist who has spent 20+ years helping the IT departments of organisations in many different industries to collaborate with each other and with their customers. Philippa Hale shares many personal experiences and stories plus some practical techniques and tips that can be used straight away, by anyone who has to lead teams or initiatives.
  • Five PDG (Pretty Darn Good) Ways the Service Catalog enables the Service Desk May 20 2015 4:00 pm UTC 45 mins
    Doug Tedder, Principal, Tedder Consulting
    Is the user experience with the Service Desk at your organization good, but at the same time, feels like something is missing? The Service Catalog may just be the thing that would fill in what’s missing. But wait a minute—isn’t the Service Catalog an outcome of strategy? Doesn’t the Service Catalog reflect those services that the ‘customers’ of IT have agreed to fund? How can defining a Service Catalog help the Service Desk, which primarily interacts with the ‘consumers’ of IT? In this session, Doug Tedder discusses five PDG (Pretty Darn Good) ways having a Service Catalog enhances the Service Desk.
  • Service Desk Tunnel Vision: Escaping the numbers and enabling the people May 20 2015 12:00 pm UTC 45 mins
    Toby Moore, SITS15 and Richard Josey, Unisys
    Ever felt like your service desk is drowning in metrics or missing the point? Can you say that the culture of your desk supports and understands the customer? Are you planning to implement enhanced service desk metrics but are worried of potential side effects?

    Toby Moore (SITS15) and Richard Josey (Unisys) discuss the effects of metrics on the behaviour of individuals and groups and show how a more balanced approach can help to refocus staff and drive higher service levels, customer satisfaction and efficiency.
  • Increase Your Service Desk Value by Utilising Lean ITSM May 20 2015 9:00 am UTC 45 mins
    Daniel Breston, ITSM Consultant
    Join Daniel Breston, ITSM Guru, in the first instalment of his 6 part series on Lean ITSM. His first session will explore how to increase Service Desk value by using lean concepts, blended with ITSM practices, to create a dynamic environment for those in IT and in the rest of your organisation.

    He will discuss collaboration, communication, DevOPS and even SIAM (out to suppliers). If you want a great Service Desk, and not just one doing Incident Management, be sure to tune in.
  • Service Desk - Know Your Market Space May 19 2015 4:00 pm UTC 45 mins
    Beverly Weed-Schertzer, IT Consultant, edifyIT
    The blueprint for a Service Desk isn’t a cookie cutter design that determines its performance quality by the number of tickets it handles. The Service Desk is a strategic function of the business and the dynamics to it’s performance success is fully know and understand the market space the Service Desk services.

    - Service Desk: Do you know “Who” your customer is? Image is everything and value is only as good as it’s visibility.
    - Service Desk is a strategic alliance to the business.
    - Is your Service Desk built for speed or accuracy?
    - Service Desk, beware of the ITIL® trap.
    - Managing the framework for reporting, using data for knowledge.
  • Have Your Customers Lost that Loving ITSM Feeling? May 14 2015 3:00 pm UTC 60 mins
    Allen Houpt, CA Technologies
    Let’s face it, in this modern connected world, your service desk customers have many options when trying to resolve issues - online search, social media, etc. So how do you remain relevant to your customers so they keep coming back for more? Quite simply- provide a superior service desk experience.

    A superior IT customer experience is the key to success for any IT service organization. This webcast will discuss how strategies and tools can enable users to quickly resolve issues and why IT organizations need to be able to interact with their customers on their terms. By simply improving the user experience, you will increase adoption, satisfaction, and your customers will see the real value IT provides (YES – Love for IT).
  • Getting the Full Value From Your IT Management Software Investment May 14 2015 3:00 pm UTC 45 mins
    Jesse White, President
    If you want to make the most out of your IT Management solution, you must go beyond people, technology and process.

    Today, even with successful implementations, many organizations struggle to get the results they need and achieve their business goals.

    Why? Because real success is about people adopting solutions and clearly communicating the full value of the investment.

    So how can you motivate people to adopt instead of resist? How can you communicate the value your investment is providing?

    Join us for this informative session where we will share the secret to getting the full value of your IT Management solution through adoption and communication.
  • DevOps Culture Shift: Expanding On-Call Responsibilities Recorded: Apr 30 2015 54 mins
    Todd Vernon, VictorOps Founder & CEO
    “I just write the code and throw it over the wall. It’s up to Ops to make it work” -- when Devs care only about coding, Ops and customers suffer.

    “It’s not my job to test code. If there’s a problem, talk to QA.” -- when Ops care only about stability, innovation and customers suffer.

    DevOps represents cultural change. Whether it’s the change of resistant engineers that don’t want to be on-call or the change of Operations teams to have more empathy towards their counterparts writing code, to the willingness of executives to embrace a culture of automation, measurement and sharing. Organizations must overcome the culture war to be able to approach the agility and productivity that organizations following a DevOps model gain. The faster they can get there, the faster these organizations can take the competitive edge away from traditional enterprises.

    In this webinar, featuring guest Forrester Research principal analyst Kurt Bittner, we will look at:
    - The current state of organizations - a separation of Devs and Ops
    - The how of DevOps - DevOps is a culture, not a product
    - The benefits of DevOps - happier customers

    As part of our panel discussion, we will answer the following questions to help you get started building a DevOps culture within your organization:
    - Why change the status quo?
    - How do I align two disparate groups?
    - How do I remove the obstacles that separate Dev and Ops teams?
    - Will customers see a difference if devs are on call?
    - Can IT start to think differently?
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: How to Become an Incident & Problem Management Superstar
  • Live at: Sep 6 2012 6:00 pm
  • Presented by: Jason Rosenfeld, ITSM Practice Lead, Cask, LLC and Christoph Goldenstern, Kepner-Tregoe
  • From:
Your email has been sent.
or close
You must be logged in to email this