El Foro: El Gobierno de TI - programa especial de itSMF Espana
Modelo de Gobierno para Servicios de Outsourcing que integra las mejores prácticas de ITSM y PMI Andrés Leiva. Telefónica, desde Chile. // El CIO y las prácticas esenciales del Gobierno TI. Oscar Rozalen, itSMF España y Deloitte. Desde Mdrid. // Gobierno y Outsourcing, con Andrés Leiva y Oscar Rozalen moderada por Luis Morán.
Recorded
May 26 2010
100 mins
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Presented by
Andrés Leiva. Telefónica, Oscar Rozalen, itSMF España y Deloitte. Moderada por Luis Morán, itSMF España
Andrés Leiva. Telefónica, Oscar Rozalen, itSMF España y Deloitte. Moderada por Luis Morán, itSMF España
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Simplifying Service Response with Standard+Case Recorded: May 4 2017 57 mins
Brian Newcomb and Edward GrayIn this webinar, Brian will introduce the Standard+Case approach and discuss benefits for both IT and non-IT service providers.
Description: Service Management best practice describes many different situations that a provider must deal with. Incidents, Problems, Requests, Events, Changes – all with best practice processes of their own, but while these distinct classifications provide clarity of measurements they can also get very confusing for first line resources handling the majority of customer contacts. The Standard+Case approach can complement best practices while leading to a more efficient adoption and understanding by service provider staff.
Brian Newcomb is the Director of Technology, Process, and Data Solutions within the Office of Human Resources at The Ohio State University. His team is responsible for aligning HR information systems and related technology with business processes while delivering the data required to drive business decisions. Brian has worked in technical, leadership, and consultancy positions over the last 20 years and has led numerous IT Service Management initiatives and organizational transformation efforts. Today, Brian uses this experience along with industry certifications in ITIL, CobIT, and LeanIT to promote process improvement, maximize value, and foster a customer centric culture. -
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The presentation today will focus on the issues facing Security and Risk Management teams and how ITSM teams can provide solutions.
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Using Proactive Problem Management to Reduce Monitoring Alerts and Noise Recorded: Feb 8 2017 53 mins
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The Seventeen Real Processes Recorded: Oct 28 2016 30 mins
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Problem management is one of the simplest and clearest of the ITIL processes, but very few IT organizations have the process working as ITIL describes it. In his presentation, Niels Loader will look at a number of issues associated with the process, such as performance measurement, the business case for Problem Management, the challenges of getting Problem Management working, the role of the Problem Manager and applying LeanIT principles to Continuous Improvement for your Problem Management Process.
One of the key sources of improvements for ITIL processes like Problem Management comes from applying Lean principles. Niels would like to take you on a journey through insights that he has gained over the past years and, hopefully, help you to make your Problem Management more effective. -
Higher Ed CoI: ITSM Process Analytics – Transparency and Tuning for your Clients Recorded: Apr 27 2016 60 mins
Jeffrey ToaddyIf you're yearning for more than the built-in reports your ITSM suite provides, you are in the right place. Join us as Jeffrey Toaddy, ITSM Coordinator for Miami University, walks us down the rocky road to process scorecards and service metrics the rest of the IT organization and clients can understand.
Speaker bio: Jeffrey is an ITIL Expert with over ten years of IT Service Management experience. He currently serves as IT Service Management Coordinator and Adjunct Instructor at Miami University in Oxford, Ohio. Miami's BI unit has been supporting University-wide decisions leaving Jeffrey and his colleagues to develop their own scrappy approach to coaxing complex conclusions from internal systems. -
DevOps/Agile COI: Putting the "Ops" into "DevOps" Recorded: Apr 7 2016 62 mins
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DevOps is a cornerstone to concepts used to drive the implementation, with continuous integration and delivery as methods to deliver the actual solution. In a large enterprise, there are many front-end and back-end systems/processes that need to "talk". This presentation focuses on highlighting and breaking down the silos that exist in order to redirect energy and attention on (the more important) outcomes that are generated from lighter methods to delivery IT systems. This includes establishing similar light weight methods for all groups in the organization to publish updates and changes in the environment with, again, a focus on the values, practices, and outcomes.
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The Knowledge-Centered Support Difference: a Discussion Recorded: Oct 22 2015 63 mins
Edward GrayOn July 21, 2015, the itSMF USA Higher Education Community of Interest hosted a BrightTalk session on “The Knowledge-Centered Support (KCS) Difference, and Its Impact at the University of Phoenix.” To follow on with the discussion started in that session, we have invited a few practitioners to share their experiences and expertise with KCS.
Panelists for this session include:
- Rae Ann Bruno, President, Business Solutions Training
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Eddie VidalJoin us on your drive home, Tuesday October 20th at 5 PM eastern as our guest Shep Hyken, (@Hkyen) a member of the National Speakers Hall of Fame discusses creating an amazing customer service experience. Where and how do you start creating a culture to deliver a great experience. How do you get your team on board? How do you recover from poor customer service experiences and can customer service be learned or are you born with it? Shep will be the closing keynote speaker at Fusion 15 #SMFusion15. Get a sneak peek and learn how to raise your game in delivering customer service. Your hosts for this exciting podinar are Doug Tedder @dougtedder and Eddie Vidal @eddievidal. Don't miss out!
To register go to: https://www.brighttalk.com/webcast/845/176231 -
itSMF USA DevOps/Agile CoI - Introduction to DevOps Recorded: Oct 7 2015 50 mins
Nathen Harvey"DevOps" is a term that has become mainstream enough to be hated, misunderstood, misused, and abused. But what is "DevOps"? And, more importantly, why should I care?
DevOps isn't a tool or a product. It's an approach to operations. By uniting development and operations teams to automate and standardize processes for infrastructure deployment, you get faster innovation, accelerated time to market, improved deployment quality, better operational efficiency, and more time to focus on your core business goals.
This presentation will explore the principles and forms of DevOps. I know DevOps when I see it and, soon, you will, too. -
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TBAKEPNER-TREGOE will talk about the role of Root Cause Analysis in the context of IT support functions, the pressures they face as well as the goals and needs for specific results when deploying different RCA and troubleshooting techniques. Furthermore, they will discuss the challenges of adopting new skills in high-pressure, complex, process-driven service environments and ways to overcome the gap between the theory of training and on-the-job proficiency via coaching and simulation.
Connect, Learn, Grow
itSMF USA is the definitive & authoritative source for the advancement of IT Service Management best practices.
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- Title: El Foro: El Gobierno de TI - programa especial de itSMF Espana
- Live at: May 26 2010 3:30 pm
- Presented by: Andrés Leiva. Telefónica, Oscar Rozalen, itSMF España y Deloitte. Moderada por Luis Morán, itSMF España
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