Ever read a business book, or listened to a talk that is interesting while it has your attention, but two days after you have finished it, you cannot really remember the gist of what you read? Menken's talk is not one of those. This one will stay with you.
Menken's is a most unusual, well-organized, talk about what it takes to become indispensable in the ITSM/ITIL workplace - whether you work for someone else (at any level) or are self-employed. It's about how business, fuelled by social media, has rapidly changed and how treating employees like factory workers (or doing your job like one) doesn't work any longer.
Vivacious and driven, Ivanka Menken is a successful entrepreneur and the founder of The Art of Service, a fast-growing IT Service Management education company based in Brisbane, Australia. Ivanka and her team are in demand to provide comprehensive IT training from Canberra to Bahrain, New Zealand to Rio de Janeiro.
Ivanka is an accomplished speaker and writer whose books, blog and irrepressible charisma and expertise have helped her create a large following around the world. Ivanka is the author of close to one hundred books on IT Management, Service Management and Cloud Computing, including several which have appeared on Amazon bestseller lists. Her innovative ideas and products have changed the way people think about IT Management, Service Management and Cloud Computing.
In her spare time, Ivanka loves to travel internationally, contribute to the Entrepreneurs’ Organization (EO), spend time with her nine-year-old son and compete in Dressage competitions with her horse, Ovitz.
RecordedApr 15 201048 mins
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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.
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
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?
Mark Smalley, The IT Paradigmologist, ASL BiSL Foundation
Continual Service Improvement is usually based on the plan–do–check–act (PDCA) cycle. PDCA emerged in the manufacturing era with much emphasis on statistical control. But what if the nature of the environment is more emergent than deterministic? Can the PDCA cycle still be applied and if so, how?
This presentation explores the diverse nature of (organisational) systems, focusing on the relationship between cause and effect. It is based on Dave Snowden’s sense-making Cynefin framework. Snowden distinguishes between 4 system domains. In the Obvious and Complicated domains, systems are predictable; whereas in the Complex and Chaotic domains, they are not.
The main takeaway from this presentation is a better understanding of the nature of systems, and knowing how best to act within the PDCA cycle.
Mark Smalley, also known as The IT Paradigmologist, is specialized in Application Management and Business Information Management. Mark is an IT Management Consultant at Smalley.IT and Ambassador at the ASL BiSL Foundation. He is also affiliated with AllThingsITSM, APMG International, BrightTALK, BRM Institute, GamingWorks, IT4IT Forum, ITPreneurs, Pink Elephant, Taking Service Forward, Topconf, and Van Haren Publishing. Mark has reached out to thousands of IT professionals at more than 100 events in more than 20 countries. Connect with him @marksmalley & www.linkedin.com/in/marksmalley.
Daniel Breston, Business Technology Transitionologist, Ranger4
Continuous is a big word and often used. Continuous Service Improvement, Continuous Integration, Continuous Delivery or Deployment and I am sure you know of several more.
Continuous is also a scary word as it implies that you are always doing something. Always.
But Continuous can be a friend and if used as such, Continuous can help make you better than Good. Continuous can help make you great.
Learn more about the word Continuous and why by basing it on the blended methodologies of Agile, Lean and ITSM (now known as DevOps) you, your team and your business can be great for your employees and customers.
In this session we explore the concepts of ‘value’ and the challenges facing IT service providers in conveying the value being provided from their IT services and the capabilities of their people. Where customers are unsure of the value provided, then this brings into sharp focus cost and value for money.
A CSI strategy based on a ‘Marginal Gains’ approach recognises that with existing IT services there are always opportunities to add value to the customer from low or no cost enhancements. However, there is no value in CSI if your customers don’t recognise it.
The benefits of CSI need to be communicated and explained in business and customer terms to all relevant stakeholders. This requires the IT service provider to recognise the strategic importance of managing customer perception and developing a communications strategy that provides timely, targeted and relevant information to customers on the value being provided.
Service Desk Institute has just published a new report on corporate self-service of passwords. The report reveals significant difficulties for a majority of large companies when introducing self-service of passwords for end-users. At least 5 major problems cause users to reject self-service.
This Webinar will highlight the results, and present the successful best practices from FastPassCorp, which enables customers to reach 75-90% adoption.
The FastPassCloud solution can be delivered together with HPE Service Anywhere and Service Manager.
The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.
In this session Jeff Rumburg, Managing Partner at MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.
Attendees of this webcast will learn:
•Three Sources of Leverage in a Strategic Support Organization
•Two Metrics to Measure Your Progress Towards Strategic Significance
•Key Success Factors for Achieving Strategic Enlightenment
•Benchmarking Results from Strategic Support Organizations
Durch neue Technologien ändert sich die Welt um uns herum immer schneller, was auch größere Auswirkungen als jemals zuvor mit sich bringt. Zum Beispiel stellt das Konsumieren von Unternehmens-IT die gängige Arbeitspraxis vor neuen Herausforderungen. Auch die enormer Ausbreitung von Geräten und Endpunkten führt dazu, dass sich Unternehmen mit Internet of Things Strategien beschäftigen müssen. Zudem werden durch Virtualisierung und Cloud Technologien neue, revolutionäre Wege eingeleitet, wie wir heutzutage Services konsumieren. Aber, das Handhaben von komplexen Infrastrukturen ist schwierig, ein erfolgreiches Managen von Änderungen (Changes) über diese vielschichtige Infrastruktur hinweg kann ein “Alles oder Nichts” für ein Unternehmen bedeuten.
Hier nun die richtige Balance zwischen Agilität und Kontrolle zu finden, ist extrem kritisch für eine IT Organisation, die sowohl das Ziel hat, Risiko zu minimieren aber dennoch Business zu ermöglichen.
Dieses Webinar stellt die entscheidenden Grundlagen für einen neuen, modernen Ansatz im Change Management dar (der ebenfalls die Bereiche Configuration und Release Management tangiert), um es IT Abteilungen zu ermöglichen, Changes effektiver durchzuführen:
- Sinnvolle Automation: Eliminieren des Risikos und dies lieber früher als später durchführen
- Von Daten zu Einblicken gelangen: bessere Entscheidungsfindung mit kontextabhängigen Daten
- Gelegenheitsnutzer besser unterstützen: Einfache und intuitive Benutzererfahrung unterstützen
Paul Vos, Sr. SM & Organizational Change Management Consultant
We look to ITIL processes like Change, Release and Configuration Management to give us more control, insight and improved performance just find massive resistance to change.
Time and again our IT improvementS eludes us because of ‘Resistance to change’.
However ‘Resistance to change’ puts the blame on the ‘Resistor’ and absolves our own ineffective and outdated way we implement change
To gain the benefits of next generation Service Management, we need next generation Organizational Change practices to get us there
Join Paul Vos as he challenges your thinking by presenting proven Organizational Change (OCM) best practices and learn how to prevent false starts and change fatigue.
Change does not have to be a frustrating tug of war, learn how to get change right in one go!
Richard Josey, Solution Architect, Edge Service Management by Unisys
In this session Richard Josey will explore the key considerations when implementing or adapting a Change Management process. The following key questions will be addressed:
How do we make sure our change management process is appropriate?
How do we get the intended benefits from our Change Management Process?
How do we embed Change Management in our organization?
What else do we need to consider? How does Change relate to other processes, such as Configuration Management.
In this fast moving and interactive session - featured at the ITSMF UK 2015 and ICS/ITSMF Ireland 2016 conferences - the itSMF UK Service Transition Specialist Interest Group take on the concept of applying “bi-modal IT” or “two speed ITIL”. Agile, DevOps, the culture of ‘doing more with less and quicker’ are all common examples of expectations on IT service providers in a world where the framework are geared more towards traditional approaches to service management.
By pitting traditional against ‘new thinking’ approaches across several Service Transition topics (Release Management, Service Catalogue and Early Life Support), the group share their experience on applying the different approaches.
You’ll get the chance to put your view across through a series of votes and open discussion slots throughout the session…time boxed of course!
Jon Morley – Service Transition Manager at University of Nottingham & Vice-Chair of itSMF UK Transition SIG
Vawns Murphy - Problem & Change Manager at Micro Focus
Matt Hoey - IS Change and Service Quality Manager at Grant Thornton UK LLP & Chair of itSMF UK Transition SIG
20-35% of all calls to the service-desk are related to password problems. Usually the main issue is considered to be the cost for the IT-department. Our statistics however indicate that the user value of self-service is most important!
To help the HPE and VIVIT community to get started with the self-service technology, we will introduce the FREE service from FastPass Cloud for VIVIT members from 2000-30,000 users in line with the offer together with HPE for Service Anywhere customers.
Join this webinar and learn how you can improve user productivity from the FREE FastPass Cloud service. You will also see how you can get high user acceptance with the extended FastPass.
For customers not prepared to go with Cloud FastPass, it is also available on-premise.
Michael Pott, Scott Knox, Greg W. Morrison, Sree Subramaniam, HPE
Join us in this webinar to discuss latest HPE Service Manager and ITSM Automation Suite innovations and learn about what is coming with the next releases. Topics we will look at include:
New service portal for HPE Service Manager based on HPE Propel technology for a superior user experience
End user chat using virtual agent and Big Data technologies for improved customer satisfaction
Native email integration leveraging Big Data analytics to decrease ticket handling times further
New innovations to leverage Chat for IT Operations Management use cases such as the major incident process
David Smith President Micromation Inc. ITSM, ITIL, Lean, Kaizen, ISO, TCO, Author – Implementing Metrics
Since IT is primarily “Knowledge Work” it’s critical we understand our productivity vs. the value we create. Time is the key factor in calculating productivity. It is also important to know what value-added vs. non-value activities consume our time.
Leading organizations are tapping into a new Lean IT measurement model to better understand how to measure throughput, efficiency, effectiveness and quality of ITSM services.
There are three common measurement constraints:
1. What to measure for value creation, alignment and operational excellence.
2. Interpreting results. Many lack the skills and methods required to analyze metrics data to support corrective or preventative action.
3. Getting/trusting data. Underlying data collections systems are not designed to support analytical methods required for management decision making and/or are not trustworthy.
This session is about how savvy IT managers are implementing a new Lean IT monitoring and metrics and ITSM.
In 45 minutes we’ll cover:
What’s Lean all about
How Lean maximizes customer value by minimizing waste
Critical to quality measurement for ITSM
Value stream mapping technique
Lean ITSM value stream metrics
Interpreting result with examples of non-value activities (waste)
How to get trustworthy data
How to learn more
How to get started for no cost
Daniel Breston, Chief of DevOps Transformation, Ranger4
How do you know you are on course?
How do you know your Agile is making things faster?
How do you know your ITSM is making things safer?
How do you know your lean is making things better?
How do you judge whether you are improving or getting feedback at the right time and for the right purpose?
How do you know feedback is being used?
DevOps is there is help guide you on WHY you want to use metrics that are key and what these metrics will help you change. DevOps challenges you you to use them wisely though and this in itself is a cultural shift. Metrics drives collaboration and communication. Learn more via this session on how Key Indicators of Performance can help your idea to realisation (development of an idea until it goes operational) lifecycle.
Diego Berea - Director of Ozona Consulting, ISO 20000-2 co-editor, ISO 20000-9 project editor
Monitoring tools have always been there. Other sources also provide useful information to calculate availability and performance of IT Services.
However, not always that data contributes to provide real insight of the health of IT Services and their impact in business.
This session presents new trends in the monitoring, aggregation and automation of service availability, service capacity and service level monitoring, aligned with ISO 20000 requirements and ITIL best practices.
In 45 minutes we’ll cover:
- Service monitoring needs according to ITIL and ISO 20000
- ITSM vs BSM, aligning IT with the business
- Real-time, historical and predictive monitoring
- Different approaches to service monitoring
- New trends in service monitoring, dashboards and reports
- How to learn more
- Tips on how to get started
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.