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
Your place is confirmed, we'll send you email reminders
How does ITIL 4 contribute to the digital enterprise?
What is a digital enterprise, for that matter, and which digital capabilities are required?
How does the digital operating model contribute to transforming the enterprise?
What’s the importance of planned and emergent continual improvement in keeping up with dynamic digital demand?
How is the role of management changing?
Which resources and practices do ITSM practitioners have at their disposal to co-create value from digital investments?
HDI conducts comprehensive annual research on almost every aspect of the service desk, from hiring, staffing, and salaries to metrics, frameworks, and technologies. This webinar will explore not only the statistics around the service desk, but what they mean in terms of industry trends and changes. How successful has the “do more with less” approach been? Are service desks hiring, or reducing staff? Is the workload shrinking or growing? What are the top metrics being gathered, and what do they mean?
Attendees will learn:
- What do service desks consider “must-have” technologies for supporting customers/users?
- What contact channels are being used by customers to get support and request services?
- What percentage of organizations are hiring for expansion of the service desk?
- Which frameworks and methodologies are being used?
- What are some areas where improvement is needed?
Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as senior writer/analyst, he acts as HDI's in-house subject matter expert, bringing his years of experience to the community. He holds a Master’s Certificate in Advanced Management Strategy from Tulane University A.B. Freeman School of Business.
If we didn’t have IT service management, we’d be in a right mess. But how do you identify and articulate the benefits of ITSM in terms that business people understand?
Starting with familiar ITSM notions such as utility and warranty, this talk explores how these relate to tangible business benefits such as more sales, higher prices, and lower costs and risks. Is ITSM just about keeping the lights on, and is it just as difficult to relate ITSM effort to business benefits as it is to say how much the cleaner’s broom contributed to last month‘s sales? This talk lets you decide for yourself.
Stuart Rance, Consultant, trainer, author, Optimal Service Management Ltd.
ITIL 4 includes seven guiding principles, which can help you to make decisions and deliver great services to your customers. These guiding principles don’t just apply to management, they can help everybody in the organization. Stuart Rance will describe the ITIL 4 guiding principles with practical examples of how you can make them work for you.
Stuart Rance is an IT service management and information security management consultant, working with clients all round the world. He is one of the authors of ITIL 4, as well as an author of ITIL Practitioner, ITIL Service Transition, and Resilia: Cyber Resilience Best Practice. He is also a trainer, teaching standard and custom courses in IT service management and information security management, and an examiner helping to create ITIL and other exams.
Beverly Weed Schertzer - Author, ITSM For Business Maturity
Self-Service ITSM portals are the corner stone to reducing overhead costs, promote fast tracks to customers for resolving issues, and reducing ticket volumes. It’s not that simple. Self-Service doesn’t mean cheaper and easier. Join Beverly as she discusses the benefits and drawbacks to Self Service and exploring the concept of A LA Carte options to Self-Service solutions!
Elisabeth Thomas, Launch Product Marketing; panelists TBC
One of the most important objectives of IT service management is to deliver valuable services to the business. This can be achieved by breaking down traditional silos and applying standardized processes across the organization. However, demonstrating the effectiveness of service delivery with process measurements can be a challenge.
Join moderator Elisabeth Thomas and global ITSM experts as they discuss best practices for defining critical process measurements that encourage continual service improvement in order to ensure an effective, efficient, and profitable ITSM strategy.
Beverly Weed-Schertzer - Author, 'ITSM for Business Maturity'
Selecting an ITSM tool to support a providers core framework of practices can be horrendous. Investments in ITSM tools are costly, but are they returning efficiency and quality? Businesses make an investment in tools which most likely aren’t aligning to produce the right results. Join Beverly to learn how to avoid the tool trap and ensure ITSM automation performs well!
Robotic Process Automation (RPA) technology creates digital factories to automate and integrate any repetitive administrative tasks. RPA reduces labor-intensive processes by imitating human effort to complete tasks, thereby boosting the capabilities of companies that perform high-volume transactional processes. Operating non-invasively on the surface (UI layer) without compromising the underlying IT infrastructure, RPA bridges the technology gap between fragmented, semi-structured legacy systems. The RPA solution is based on industry leading products Operations Orchestration (OO) and Unified Functional Testing (UFT). During this session, you will learn more about this RPA solution with a live demonstration.
At this session we will cover the What and Why of RPA, as well as, hear how some customers are already benefiting:
•Save time and money and learn how growth in adoption of RPA technology by organizations is allowing for greater speed and scalability while at the same time reducing risk
•Overcome manual limitations and gain efficiencies; RPA helps IT eliminate human errors introduced by workarounds and manual data entry, all while completing tasks in record time
Sponsored by Tasktop Technologies, the leader in connecting best-of-breed software delivery tools.
Enterprise Agile, DevOps, SRE (Site Reliability Engineering), and now a new buzz word has emerged in software development and delivery known as ‘Value Stream Management’. Join us for a round-table discussion with industry leaders from Deloitte, Micro Focus, and Tasktop Technologies to chat about:
• What is “Value Stream Management”?
• Why are companies still struggling to prioritize and focus on business
• How can companies develop and deliver application at speed with
• What is the relationship between quality and value stream
• How to optimize the pipeline to accelerate delivery using “Value
• Does Value Stream Management help to “mind the gap”?
You can bring your own questions about ‘Value Stream Management’
to share and discuss! Don’t miss out on this opportunity for an action-
packed virtual roundtable with the biggest names leading the Value
Stream Management movement across Software Delivery.
This webinar is brought to you by the Vivit Service Management Special Interest Group (SIG).
Join us to hear about a company's journey to retire multiple Service Management tools with the rapid deployment of Micro Focus SMAX, and how they drove its adoption. Duplicate software capabilities are expensive to maintain and deny organizations a single source of truth. In this webinar, you will learn:
• About the SMAX transformation journey that became a swift success that saved millions of dollars
• About a successful deployment of SMAX across multiple countries
As a highly technical expert, you have been successful because of your expert skills. People hire and promote you because of your talent and ability to solve hard problems. This is true. It's also not enough.
What no one tells you is that you're only looking at one of the three factors that lead to career success.
In this session, you will:
- Learn the other two factors (and what you should do about them)
- Learn the four levels of thinking needed to be an expert who leads
- Assess where you are in each of the areas
- Identify at least 2 practical things that you can do to improve your influence, get more support for your ideas and projects and gain more respect as a professional.
Service is about the intentional and dynamic configuration and interaction of the service provider’s and the service consumer’s resources (in the broadest sense of the word).
In an IT service context, IT service is all about the underlying IT service resources such as applications and infrastructure are configured and how they interact, together with people and organization, partners and suppliers. You can’t actually do anything with IT service apart from define it and provide it – if you want to do anything substantive, you have to act on the underlying applications and infrastructures.
DevOps is about doing substantive things to and with applications and infrastructure. Contributing to the emergence of IT service when all the stars are aligned. The stars need to be aligned because of all the other disciplines (and often organizational entities) that also play a role.
Using these concepts gives you a better grip on who is (probably) responsible for what, enabling you to establish a better working relationship.
We are in confusing times when it comes to adopting ITSM to deliver functional technology services to the business. ITSM seems to be out-dating itself with ever-changing operating models. This can negatively impact strategies to mature IT and the Business together. The role of IT provider over the last three decades of rapid technological advancement hasn’t adapted nearly enough to mature the company.
You may of heard this many times - "IT must focus on aligning to the business and have a primary focus on service integration". Is your ITSM program working to achieve this focus? Most likely you are among the growing population that is failing or missing the target in order to achieve results with ITSM that ensures business quality and maturity. Listen to Beverly Weed-Schertzer as she explains a fresh perspective on ITSM from practical experiences spanning over three decades.
Barry Corless, Business Development Director (Best Practice), Global Knowledge
I was recently working with an organization where Developers and Operations were fighting what one person described as ‘religious wars’. Developers in the world of Scaled Agile (SAFe) and Operations with ITIL. Different planets. Or were they? We sat down and looked closely at the guiding principles of both SAFe and ITIL and decided that they actually were much more closely aligned than we thought possible. The webinar will highlight the findings with tips for your journey.
ITIL has long been established as the de-facto framework for the management of IT services. However, the world has moved on. Our IT services are delivered differently and the tools we use to deliver them are commonly cloud-based or delivered by complex multi-vendor models.
Like a prize-fighter, ITIL is being dusted-off for one last crack of the title, whilst new younger fighters enter the ring. Should we still be looking to optimise our processes using ITIL as a reference point? What other alternatives are available?
This presentation will look at how to use ITIL as the basis for an effective IT operating model, and what else you ought to be looking at to successful deliver today’s complex digital IT services.
Nancy Van Elsacker Louisnord - President, TOPdesk USA
For many organizations, the prevailing impact of DevOps on service delivery within ITSM is more prominent now than ever before. When your Dev, Ops or both processes are outsourced to one or multiple vendors, it complicates everything for your organization, its users and leadership even more. Add to that the increased importance placed upon service teams to improve customer experience and you can see how ITSM and DevOps are siloes that must be broken down.
Knowing where DevOps, ITSM and business principles originate and how to align them is a first step towards better service delivery. However, achieving a truly excellent customer experience takes radical transparency throughout the entire service chain.
In this presentation, Nancy will walk you through the varying steps you can take to achieve excellent customer experience by aligning DevOps and ITSM. She will define what radical transparency looks like at the various parts of the chain -- whether your Dev, Ops or ITSM processes are in-house or outsourced.
Nancy Van Elsacker Louisnord is the president TOPdesk USA. She’s also a public speaker, a contributor to numerous leading industry publications and a service management expert.
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.