itSMF USA On-Line Conference: Expanding Your Toolkit Part I

Given the expansion in the use of ITSM software, we’re going to talk with ITSM Academy about the skills required for the next generation Service Management leader, how they, ITSM Academy, are preparing the next gens, and how they have shifted their curriculum, delivery methods, and approach for the next generation Service Management professional.

Phone number: 1-415-906-5230
PIN #: 76404785

Join Mercedes Alvarez-Arancedo of California State University-East Bay, Richard Pilgrim and Jason Rosenfeld of Cask, LLC in this information session to learn how CSUEB:
− Rationalized their services from over 150 down to just over 50 services
− Developed a foundational Service Portfolio
− Built a structured hierarchy and used terminology that was meaningful to faculty, students and staff
− Defined each service family, service and request actions
− Implemented their Service Catalog in ServiceNow
− Communicated and marketed their Service Catalog across campus

There is no recipe for implementing ITSM. More often than not, "learn by doing" is how most of us become proficient with ITSM, and certainly there is no substitute for experience. However, there is a lot to be learned from others. This presentation shares many of Doug's "lessons learned" that can be applied to any ITSM implementation.

This webinar will discuss ITSM tools and how they are being used beyond IT. We'll have vendors present to discuss how their tools transcend not just IT, but HR, Maintenance, Supply Chain Management, etc.

BMC Software, CA Technologies, Cherwell Software and Fruition will be present.

Dial-in phone number: 1-415-906-5230
PIN #: 33243936

There are many organizations who consider the service desk as a fully operational area which adds no value as such, in fact, they think that the service Desk is there to “repair” or “fix” things and that’s it. For the past six years Mauricio Corona has been conducting a scientific research within Service Desks and other departments in order to answer a detailed question. Does the service desk can provide value to the business? To answer this question, the ITIL process Incident management and the function Service Desk were translated into variables and, at the same time, were measured against business alignment dimensions.The findings were surprising, the Incident and Service Desk variables not only showed that there is a positive correlation with business alignment dimensions, they showed too that they can improve the business operations and value generation when the Service Desk is mature

priSM is itSMF International’s (www.itsmfi.org) unified worldwide professional recognition and credentialing program for service management professionals.
priSM credentials demonstrate an individual’s ongoing commitment to developing their knowledge of service management theory and practice through a structured program of continual professional development (CPD) activities and recognition of their achievements as their career progresses.
David Clifford, Fellow in Service Management (FSM) and the President of priSM, will highlight some of the activities that contribute to CPD credits, such as LIG involvement. David will also share his experiences regarding why he applied to become a priSM credential holder and what it has taken to maintain the credential and the resulting benefits.

When you buy something you expect a good value in exchange for the money paid - after all it is your hard earned money! Business managers are no different – they expect IT to provide value for the money that is invested in IT services and products.
Business managers can become displeased when comparing the money spent on IT services to the benefits they get from those services. They voice that displeasure by asking for more from the existing services at the current service costs, or for a decrease in costs for the services currently delivered. To an business manager, everything is in the language of business performance and financial impact.
There are symptoms business managers should be aware of that indicate where improvements can be made within the business and IT relationship that will result in improved IT service quality and performance. The challenge to making these improvements is recognizing their symptoms.
This session will describe the symptoms that business managers should be aware of in order to understand the performance of their IT organizations and lead to improvements within the business and IT relationship. Attendees will learn:
•Typical IT Symptoms that indicate a problem with value
•How to address problematic IT symptoms
•IT talking points to use with business executive management to establish IT and business improvements

The ITSM profession is in danger of losing its value to the industry and its members – but it’s not too late to change that

The industry is going through dramatic changes and our careers are following. What do we need to do to keep our skills relevant and our career paths growing?
David will pontificate, as only he can, on his thoughts about the profession of Service Management with a focus on gaps in the industry and what Service Management Professionals should be thinking about and doing!

Behind the Scenes look at a Successful Service Catalog

The presenter is: Ronnie Baugh, Network Security Specialist at Verizon.
The moderator is: Subrata Guha, Director IT Services at UL DQS.

TBA

Achieving Value from our External Suppliers: Leveraging Standards and Governance to get results

Have you ever signed contracts with external suppliers expecting all your problems to go away and over time discover that the value seems to bot be what you expected?

Leveraging standards for your key suppliers around performance management, governance and contract management can help you get this under control.

Agenda
• The ISO/IEC 20000 SMS Under the Microscope – Service Reporting and the SMS
o What is the ISO/IEC 20000 SMS?
o Service Reporting – Basic Concepts
o Service Reporting and the Service Management System
o Business Relationship Management – Implementation Guidance
o Q&A

itSMF USA SIG: ISO/IEC 20000 SMS Under the Microscope: Business Relationship Management

The ISO/IEC 20000 SIG Board Members are excited to announce the seventh episode of series of 17 webinars providing implementation guidance of the ISO/IEC 20000 Service Management System. The program is designed to educate our audience on the components of the Service Management System (SMS) of ISO/IEC 20000 and which best practices to adopt to meet the standard’s requirements to accomplish effective management of IT services.

”The ISO/IEC 20000 SMS Under the Microscope –Configuration Management and the SMS”

Agenda:
• The ISO/IEC 20000 SMS Under the Microscope – Configuration Management and the SMS
oWhat is the ISO/IEC 20000 SMS?
oConfiguration Management – Basic Concepts
oConfiguration Management and the SMS
oConfiguration Management – Implementation Guidance
oQ&A

How do you cope, and excel, when you know how your IT department needs to evolve but no one else seems to understand? The process of introducing an organization to a new way of doing things can be very frustrating and uncomfortable.

This presentation is a pragmatic complement to improvement frameworks such as the ITIL CSI model and John Kotter’s 8-step change model. This webinar focuses on what it’s like to be the person pushing for change, and how to build short-term wins, “anticipated pains,” and feedback loops to successfully “ride the maturity model wave” from one level to the next.

Speaker Bio:
John Borwick has worked in higher education for over 10 years–principally at Wake Forest University from 2003 to 2012, where he was a systems administrator, team lead, assistant director for data delivery, associate director for continual service improvement, director of service management, and finally director of the portfolio management office (including service management and project management).

This session on ISO/IEC 20000 is primarily focused on deep diving into Service Level Management and its relevance in the overall Service Management System.

By the end of this webinar, you would have a fair understanding on the requirements and implementation guidance to fulfill the ISO 20K Clauses pertaining to Service Level Management.

Frameworks, Standards and Models - What's Out There and Which Should I Use?

In the IT Governance environment there are multiple frameworks, models and standards to choose from. A challenge for most organizations is simply understanding what all of these are, and which ones are applicable or appropriate for them. Some common questions include: If we’re using ITIL, should we consider COBIT? How does Kepner Trego fit with ITIL? Will using Six Sigma compete with ITIL’s CSI? How does ISO 20000 leverage ITIL? In this insightful presentation on Frameworks, Standards, and Certifications explore the many models that are available today: what they are, how they fit, and why choose them. We’ll look at the essential information as well as the applicability of the following: ITIL, COBIT, SIX SIGMA, ISO20000, KEPNER TREGO, PRINCE2, AGILE, and TIPA to name a few.

About the Speaker

Mark Thomas is the President of the itSMF Cobit SIG and previously served as the President of the itSMF Kansas City LIG. As a nationally known ITIL and CobiT expert with over 20 years of professional experience, Mark’s background spans leadership roles from datacenter CIO to Management and IT Consulting. Mark has led large teams in outsourced IT arrangements, conducted PMO, Service Management and governance activities for major project teams, managed enterprise applications implementations, and implemented governance processes across multiple industries. Mark has a wide array of industry experience with ‘Big Five’ consulting in the health care, finance/banking, manufacturing /distribution, services, high technology, and government verticals. Mark is a problem solver who is committed to solving hard problems and delivering excellent strategic results. Additionally, Mark has forged a reputable competency as a consultative trainer and speaker in several disciplines receiving exemplary evaluations.