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Blending Lean into ITSM: Incident and Problem Management

How to blend Incident and Problem Management to drive cultural change with lasting impact to the business: change of perception, creation of interaction between IT teams, manageable SLAs, Service Desk and support teams become champions!
Recorded Dec 12 2013 45 mins
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Presented by
Daniel Breston, IT Service & Operations Improvement Specialist
Presentation preview: Blending Lean into ITSM: Incident and Problem Management

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  • Channel
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  • Engage End Users in ITSM Initiatives to Create Raving Fans Nov 16 2017 6:00 pm UTC 45 mins
    Pam Erskine, Principal Consultant & IT Transformation Strategist
    Every end user in your company plays a part in successfully helping IT adopt new best practices such as ITIL, SIAM, DevOps, etc. They use the new functionality that it delivered. They experience the delay in resolving a problem. They use a workaround when the IT service isn’t available. The end users are the ultimate beneficiaries of your services. Ignore them when you are implementing best practices and you’ll diminish the value of your initiative. Embrace them and you will improve customer satisfaction and your return on investment. In this session, we’ll explore how you can engage your end users to achieve a stronger result and create raving fans!
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    William R. Harrison, Managing Director / ITSM SME, WRH ZSERVICES, LLC
    IT Service Management

    Utilizing automation toolset features to maximize Self-service commitment --- driven through customer facing process standards that is intended to:

    1- Ensure client / customer engagement, and;
    2- Create ease of management, for the IT business, for those who are consuming the support & services of your organization.
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    Steve Morgan, IT Service Management, IT Management and SIAM Consultant, Syniad IT
    Service Integration and Management (SIAM) has been prevalent in the industry for a number of years. As more and more organisations look to adopt SIAM strategies, how is the concept of SIAM evolving? What are the key developments which customers should be considering in their SIAM programmes and what are customers demanding from the service provider community?
  • Engaging Asset and Configuration Management for the Internet of Things (IoT) Nov 14 2017 4:00 pm UTC 45 mins
    Anthony Orr, ITSM Best Practice Director, ITIL 2011 Author, Samange
    Every service needs support. A key aspect of ITSM/ITIL is service support. IoT, Things need support and can help deliver better services for you organization. The key is understanding the architecture and the platform that is needed in order to take advantage of the synergies between IoT and ITSM/ITIL. In this session, Anthony will explain the next stage of ITSM/ITIL evolution that embraces the Internet of Things.
  • [Live Panel] ITSM and Digital Transformation Recorded: Sep 22 2017 52 mins
    Moderator: Steve Morgan; Panelists: Rajiv Dua, Vernon Lloyd, Hitesh Patel, Ivor Macfarlane
    ITSM has long been recognised as a critical element in the delivery and management of IT services. With the advent of new approaches such as Agile and cloud, driven by the need for Digital Transformation, this webinar will explore the importance and relevance of ITSM in today’s IT departments. We will consider if and how ITSM practices need to evolve to meet the needs of IT and the business units it serves.

    Moderator: Steve Morgan

    Panelists:
    - Rajiv Dua, Service Management Consultant, Bravemouth Consulting
    - Vernon Lloyd, Director, Somerset CC Ltd
    - Hitesh Patel, Senior ITIL Implementation Consultant, Trainer, Coach and Author
    - Ivor Macfarlane, ITSM Training & Consultancy at MacfPartners
  • Using COBIT to Enable Continual Improvement of ITSM Processes Recorded: Sep 21 2017 40 mins
    Pam Erskine, Principal Consultant & IT Transformation Strategist
    Many organizations are using the ITIL framework in their day to day operations. Often, the processes are implemented but they rarely offer the value that was expected. The COBIT 5 framework has evolved from a practice used by auditors to a framework that is focused on governance and management of IT with many uses across the enterprise. In this presentation, we’ll look at how key areas of the COBIT framework can enable the continuous improvement of the ITSM processes that really matter to IT and the business. We’ll also look at real world examples of how the framework is applied to create a repeatable approach for understanding process capability and enabling continual improvement of ITSM processes.
  • DevOps+ : Delivering Services Not Just Products Recorded: Sep 21 2017 46 mins
    Akshay Anand, ITSM Service Architect & Product Manager, Axelos
    In this webinar, Akshay will discuss how ITIL Practitioners can help frame the value of ITSM to developers, and what processes & capabilities to look at adjusting first to enable faster software development & deployment.

    Speaker's BIO:

    Akshay Anand is a Product Development Manager at AXELOS®, working on the development of new guidance and research within the IT Service Management (ITSM) portfolio. He previously advised Fortune 100 clients on how to improve their ITSM capabilities, implemented toolsets such as Remedy and ServiceNow, and headed up global ITSM activities at Macmillan Publishing. He has spoken at numerous conferences, including Knowledge and DevOps Enterprise Summit, presenting case studies and thought leadership on ITIL, ITSM and Information Lifecycle Management (ILM).
    More recently, Akshay has focused on bringing together Agile development teams and ITSM professionals to address challenges posed by emerging technologies and market shifts, for example the consumerisation of IT, and the rise of mobile and cloud computing.
    He has worked in many countries around the world, including India, USA, and UK. He infrequently tweets as @bloreboy, about ITIL, DevOps, food, and heavy metal.
  • Thinking from the ‘Outside In’ in ITSM Recorded: Sep 21 2017 47 mins
    Ian MacDonald, ITIL Consultant, Trainer and Author
    The commercial success of the IT service provider is based on its ability to provide customers with affordable, high quality IT services that provide good value for money.

    The paradox is that the provision of affordable, high quality IT services may not be perceived as providing value and value for money by the customer if their service expectations have not been satisfied and their perceptions of the IT service provider have not been positively influenced.

    Where customers don’t recognise the value provided then you become a cost which is a precarious position to be in.

    The IT service management strategy needs to recognise that it needs a strategic approach that positively responds to the needs and expectations of their customers and provide the platform to ensure customers ‘see and feel’ the value and value for money provided.

    In this session we consider the best strategic approach to achieve this.

    This session will provide learning and guidance on:-

    •The concepts of value in all its forms
    •Customer expectations of the IT service provider (over and above meeting service commitments)
    •Understanding the strategic approaches of Inside Out vs Outside In
    •The benefits of taking a balanced approach to In shaping your ITSM strategy
    •Defining an ‘Outside In’ strategy framework
    •Practical guidance on how to implement an ‘Outside In’ approach within ITSM
  • Service Asset and Configuration Management – The backbone of modern ITSM Recorded: Sep 21 2017 49 mins
    Lari Peltoniemi, Senior ITSM Consultant, Wakaru
    Service Asset and Configuration Management (SACM) has been in the core of IT Service Management since the very beginning. As the world changes and different isms come and go, SACM not just remains important but it becomes ever more important. In this presentation we will cover fresh perspectives e.g.:
    - How SACM is key capability when doing Service Integration and Management;
    - How Agile method ideas and SACM fit together;
    - How evolvement of technology has affected the perspective what needs to be managed with SACM;
    - How SACM is one of the best friends of Privacy and the coming GDPR legislation;
    - What are the current challenges in developing SACM and getting the benefits.

    SACM is even more relevant today as it was before. As the world changes also SACM needs to develop. Welcome to hear fresh thoughts about hoe to manage the core information that your IT Service Management runs on.

    Presenter's bio:
    Lari Peltoniemi has worked within IT Service Management for 15 years and 12 years of that with Service Asset and Configuration Management. He has helped both IT Service consumer and IT Service Provider companies and organizations to successfully utilize SACM to enable it ITSM, IT and Business goals of organization. Lari has worked with many of the major tools and his expertise covers industries widely from MSP IT service providers, Telecom, Banking and Finance, Energy, Education and Public Sector. Lari works as consultant and trainer on ITIL, CMDB and ITSM area in general.
  • Finding opportunities for ITIL automation Recorded: Sep 20 2017 44 mins
    Anthony Orr, ITSM Best Practice Director, ITIL 2011 Author, Samange
    Adopting ITIL in many organization does not always work out as planned. There are organizations that try ITIL and say "ITIL is not for them". I say ITIL is for every organization. No organization has to adopt ITIL in it's entirety. Adoption does not mean apply ITIL concepts or technology and keep doing what you have been doing. Change needs to happen and one of the key elements of change is automation applied to the process areas. In this session, Anthony will explain common challenges and how to automate ITIL for service performance enhancement.
  • ITIL and Automation - Did we Request an Engineer? Recorded: Sep 20 2017 43 mins
    John F McDermott, F.S.M.,ITIL/ITSM, DevOps & Cyber Security, Pointnext Education & Consulting, HPE
    Automation can seriously improve your customer experience, but can you imagine replacing infrastructure BEFORE it breaks? The world of automation is not exclusive to DevOps, however, as we start to automate ITIL, DevOps may get the applause.

    Join this webcast to discover how automation will impact ITIL and companies of the future.
  • ITIL Best Practices in an Agile World Recorded: Sep 19 2017 38 mins
    Marcel Shaw, Technical Blogget @MarcelShaw.com & ITSM Consultant
    This session defines the differences and similarities of Agile and ITIL along with best practices for implementing Agile concepts into an ITIL environment.
  • The Future of ITSM Tools Recorded: Sep 19 2017 49 mins
    Tarun Gupta, Enterprise Solution Architect, Service Management
    ITSM tools have been extremely popular among ITSM professionals in the past three decades. However, as ITSM evolved, ITSM tools not so much, which has slowed down the development of the industry. In this webcast Tarun Gupt will talk about why a revolutionary change is required in ITSM Tools. He will also cover the following points:
    - The evolution of tools in ITSM, as well as latest solution and trends;
    - Need of the hour to stay relevant;
    - ITSM Tools Architecture.
  • Your Service Desk from Meek to Magic Recorded: May 19 2017 46 mins
    Damian Bowen, ITSM Consultant at ITSM Value
    How is your service operation seen within the business? Good? Magic? Brilliant? Or perhaps meek? How your service operation is viewed within the business depends on many factors: communication, resolution, innovation etc., and all these factors are linked. Having previously helped NTT DATA to the title of SDI Service Desk of the Year, Damian Bowen says you must start by understanding how you are perceived. Then, it’s about telling the right story to build your reputation for delivering value and linking your service operation to the strategy and vision of your business.

    About the speaker:

    Damian has worked in the IT Industry for over 25 years, including the last 8 years as Director of IT & Service Delivery in the UK for one of the largest global SI’s (the $13bn turnover NTT DATA). Damian has transformed the Service Operations of NTT DATA and a number of other leading organisations.
  • Operational Technology & IoT Help Move Monitoring Closer to Users Recorded: May 18 2017 48 mins
    Ryan D. Schmierer, Principal Consultant , RS Consulting NW
    IT organizations have struggled for years to move beyond monitoring of technology components and measure the performance of business processes, services and end user experiences. Operational Technology (OT) and the Internet of Things (IoT) provide a unique opportunity for service management professionals to embed sensors, collectors and instrumentation capabilities directly into the interactions between users and IT Systems. This webinar will provide an overview of the use of OT and IoT in the IT monitoring context, some management considerations and a look forward at how these capabilities are expected to evolve over the next 2-3 years.
  • Connecting Metrics to Business Value Recorded: May 18 2017 43 mins
    Anthony Orr, ITSM Best Practice Director, ITIL 2011 Author, Samange
    Many organizations struggle with defining metrics for business and IT value. Metrics are disconnected from real value in such that after they are defined, no one either pays attentions to them or can make a decision relative to the metrics being reported on. In this session Anthony will discuss how to tie metrics to business and IT value for improved decision making. Including how metrics relate to IT projects and operational efficiency and effectiveness.
  • Magic Numbers in ITSM - Measure What Matters Recorded: May 18 2017 43 mins
    James Finister, Global ITSM Strategist at Tata Consultancy
    Great managers understand the value of numbers. But for many of us they are a safety net to defend what we do, not a catapult to corporate success.

    Numbers tell a story, and in this session James Finister will tell you how we can use numbers to articulate and communicate the value of IT at a corporate level whilst avoiding common pitfalls

    James will put to to rest the myth of lies, damned lies and statistics whilst promoting a mantra of measure what matters.
  • The Compelling Case for 'Swarming': an Intelligent Alternative to Tiered Support Recorded: May 17 2017 49 mins
    Paul M. Dooley HDI Faculty Member, ITIL Expert Optimal Connections, LLC
    The business and IT landscape is changing in significant ways...

    - Business are demanding continuous delivery of new and improved application functionality, as well as performance

    -To help meet this demand, new emerging best-practices such as Agile and DevOps have arrived on the scene, delivering continuous software changes into the live environment

    -The trend toward self-service continues, enabling end users to handle most of the simple issues themselves - engaging the service desk only when complex issues arise

    -Support issues are becoming increasing complex, driving the need for collaboration, and knowledge sharing across IT functional groups (many of which remain "siloed")

    -Customer and user expectations are rising in terms of higher uptime, and faster resolution to any issues

    Nevertheless, many IT organizations and support center continue to implement the traditional "tiered support model" in their service desk and support centers, composed of ...

    Tier 1 - the front line support team of generalists that tries to resolve most issues

    Tier 2 - a second line of specialists that tries to resolve the rest

    Tier 3 - a third line of very specialized developers, technicians, and
    supplier that deal with the most complex issues

    As a result of the dynamics in the changing business and IT environment, the tiered support model - although it has worked and been very popular over the past 30 years - is now coming up short. Many issues end up backlogged in ticket queues, resolution times drag out, costs continue to rise due to the magnitude of escalations, and customer/user satisfaction suffers.
  • Panel: 5 Steps to Building a Killer Service Catalog Recorded: May 17 2017 63 mins
    Erika Flora, ITIL Expert, Principal, Amanda Fairbrother, 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 Recorded: May 17 2017 59 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
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  • Title: Blending Lean into ITSM: Incident and Problem Management
  • Live at: Dec 12 2013 9:00 am
  • Presented by: Daniel Breston, IT Service & Operations Improvement Specialist
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