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Destination ISO/IEC 20000: All About Audits

The ISO/IEC 20000 SIG Board Members are excited to announce our next Destination ISO/IEC 20000 webcast program – All About Audits. This session will cover topics such as internal audits, external audits, certification audits, and surveillance audits. All provided to you from an auditor’s perspective as our speaker is an ISO/IEC 20000 auditor! The Destination ISO/IEC 20000 program is designed to cover every phase of the journey to implementing ISO/IEC 20000 within your organization. Whether your goal is to achieve certification, or simply use the standard as a benchmarking tool, we’ll provide the information you need to reach your destination.
Recorded Jan 20 2011 64 mins
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Presented by
Subrata Guha, Director – IT Services, UL-DQS Inc.
Presentation preview: Destination ISO/IEC 20000: All About Audits

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  • Simple Solution to Ailing Adoption Dec 12 2017 5:00 pm UTC 60 mins
    Greg Rowe - Kansas City LIG
    ITIL will be re-written. So how would you do it? What would you want to be simpler or more easy to understand, yet without loosing so much high-quality essential best practices? 

    The President of the Kansas City LIG has a way forward. In an article published in The Source last April he outlined how to re-group the 26 processes in ITIL into three or four sets. In it, the Service Lifecycle takes a back seat to practical organizational functions. 

    Once you have change management and incident management working well, then the rest is simple. You logically expand the base from there. All process still apply while none stand alone.

    This is also a chance to ask an expert. What does your organization look like? What should it be aligned to good practices? Here's how to go forward from there.
  • Continual Service Improvement in IT – Getting the Business to Care Nov 30 2017 5:00 pm UTC 60 mins
    Lou Hunnebeck
    Everyone is so busy working on projects and on normal daily activities to keep the lights on, there hardly seems time to spend on continual improvement efforts. Any what about the funding? It’s easy to explain to the business why funds should be found for new systems or exciting new features, but how do we get them excited about improving processes or other methods? In our session, we will: •Explore the benefits that continual improvement efforts can provide to the business •Discuss methods of marketing these benefits to gain support and funding Whether improving services themselves, or our associated processes and work methods, returning value to the business is the mission.
  • Integrating DevOps in Traditional IT Nov 27 2017 5:00 pm UTC 60 mins
    Paulo Dominguez (The Federal Reserve Bank of Kansas City)
    Development teams want to create change faster to keep up with the speed of business, while Operations teams are being tasked with managing risk and change. How can these two traditionally divided groups with seemingly different objectives coalesce into a high performing team? The Agile DevOps movement aims to mend the rift between the two and realize the promised gains of agility. This presentation will discuss why organizations should adopt Devops, what DevOps is and key concepts to adapt traditional IT practices to this new paradigm.
  • The Service Desk on the Front Lines of Cyber-Resilience Recorded: Oct 11 2017 61 mins
    Bob Rice
    Don’t be the next news headline!

    Recent theft of business critical information occurred because a Service Desk provided information to a cyber-crook that allowed access to internal business critical servers. The information stolen could impact national security interests.  Why did that happen?  How could it happen? Expensive technology did not stop this breach. How could the Service Desk have been better prepared?

    Security breaches and the theft of intellectual property and personal and financial information are too common. The service desk is KEY to ensuring the early detection of security events and providing the first-line response. So what role should the service desk play in early identification of security events, and how can the service desk best be prepared to respond?

    Are there best practices to provide guidance to develop robust cyber-protection? This session explores cyber-resilience best practices and the impact the service desk plays in response and cyber-resilience.
  • How to Assess and Improve Your Problem Management Process Recorded: Jul 26 2017 56 mins
    John Clipp and Ted Gaughan
    This presentation will offer guidance on using the ISO/IEC 15504/33000 Assessment Methodology to conduct a maturity assessment of your Problem Management Process as part of your Continual Service Improvement (CSI) initiative.

    With the goal of achieving continuous improvement of the Problem Management Process, ISO/IEC 15504/33000 offers a structured methodology for process baseline and follow-on assessments. As a flexible assessment solution, which can be adapted to a company of any size, an assessment using the ISO/IEC 15504/33000 methodology provides the first step in a Continual Service Improvement initiative.
  • Simplifying Service Response with Standard+Case Recorded: May 4 2017 57 mins
    Brian Newcomb and Edward Gray
    In 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.
  • Security, ITSM & IoT Recorded: Apr 12 2017 60 mins
    Jenny Geisler
    As the world of connected devices continues to grow, organizations must be aware of and have the capability of managing all devices that are on their networks.  Now more than ever this includes devices that aren’t owned or operated by IT.  Operational Technology (OT) present on your network can contain serious vulnerabilities and increase the risk to your organization.  ITSM teams play a critical role in bridging the conversations between IT Operations, Information Security, Risk Management, and the business teams that own operational technologies that help to secure their organizations. 
     
    The presentation today will focus on the issues facing Security and Risk Management teams and how ITSM teams can provide solutions.

    Jenny Geisler is a Senior Consultant and Security Capability Leader with Aeritae Consulting Group, Ltd. She has her ITILv3 Master’s certification and has more than 20-years’ experience working on projects focused on governance, process, controls and compliance for many of the Minnesota-based Fortune 500 companies.
     
  • Using Proactive Problem Management to Reduce Monitoring Alerts and Noise Recorded: Feb 8 2017 53 mins
    David Banghart
    In ITIL, Reactive Problem Management is instinctively easier to understand and perform. Proactive Problem Management is murkier. David Banghart presents a concrete example of a successful Proactive Problem Management initiative focusing on server and network devices monitoring alerts. Using collaboration, facilitation, persistence, and data this initiative resulted in a significant decrease in alerts, server / device P1/P2 incidents, and support email / ticket noise.
  • The Three Most Missing Processes Recorded: Nov 18 2016 24 mins
    Greg Rowe
    Enjoy a fascinating topic over lunch on a Friday.
  • The Seventeen Real Processes Recorded: Nov 4 2016 30 mins
    Greg Rowe
    Surveying the process diagrams in ITIL reveals seventeen processes with flowcharts, unlike the other nine. What's unique about them? This presentation puts it all together into a process reference model of what really works across the Service Lifecycle. It also organizes them into four logical sets and functional groups so you can flexibly grow process maturity in any direction under simplified leadership
  • The Seventeen Real Processes Recorded: Oct 28 2016 30 mins
    Greg Rowe
    Surveying the process diagrams in ITIL reveals seventeen processes with flowcharts, unlike the other nine. What's unique about them? This presentation puts it all together into a process reference model of what really works across the Service Lifecycle. It also organizes them into four logical sets and functional groups so you can flexibly grow process maturity in any direction under simplified leadership
  • Higher Ed CoI | Crossing the River With My Dragon Recorded: Sep 29 2016 35 mins
    Mary Therese Durr, Director of Computing Support and Service Management at Boston College
    An IT support professional’s perspective on change.

    Ever wonder why change is so hard. Join us as Mary Therese Durr, Director of Computing Support and Service Management at Boston College shares her experience with change and the dragon that impedes acceptance.

    Mary Therese Durr is the Director of Computing Support and Information Technology Service Management at Boston College. Mary entered the technology field over twenty-five years ago as a computer programmer. She has moved from software development to computer lab management to networking to systems management and lastly to directing those who do all the real work. Her specialty is discovering people’s strengths. Mary has her Master's in Education, Research, Measurement, and Evaluation from the Boston College Lynch School of Education.

    The best way to engage all employees is through their managers. Therefore Mary includes in her responsibilities partnering with Information Technology Services (ITS)-Human Resources to build and support a management training program for ITS as well as consulting with management as needed.
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    Doug Tedder
    Join Doug Tedder and get to know more about the four candidates up for election for the itSMF USA Board of Directors.
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    Niels Loader, Principal Consultant, Quint Wellington Redwood
    Please join the itSMF USA Problem Management Community of Interest for a BrightTalk Session on “LeanIT Continuous Improvement for Problem Management”, scheduled for 2PM EDT on Wednesday, May 25, 2016.

    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.
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    Jeffrey Toaddy
    If 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.

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    Robert Stroud, John Clipp
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    DevOps is the blending of tasks performed by a company's application development and systems operations teams in order to deliver on the IT promise of agility and elasticity to meet business demands. Unfortunately, to date, this has been more about accelerating “Dev” and less about the “Ops”. Agility and velocity does not mean the abandonment of good practices, rather mandates the transition of the ops role from one of managing physical infrastructure, to managing their infrastructure as code. To do so effectively, operations will build infrastructure as code, similar to the Dev community and leverage automation tools to facilitate transition to production using modern automation tools.



    Robert Stroud of Forrester who focused on the SDDC and IaC will discuss the impact of DevOps on your existing Change and Configuration management process and how you can leverage IaC and DevOps for agility and elasticity.
  • Transition Planning with Project Managers and Operations Recorded: Mar 18 2016 20 mins
    Greg Rowe
    Overcome the common struggle to reconcile plans and schedules between project managers and operations managers with the best-kept secret of ITIL:The Transition Planning and Support Process.
  • Enterprise DevOps – Lessons Learned Recorded: Jan 27 2016 61 mins
    John Clipp - Jason Walker
    Please join the DevOps / Agile CoI for a BrightTalk Session, “Enterprise DevOps – Lessons Learned”, scheduled for 1PM EST on Wednesday, January 27, 2016.

    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.

    Jason Walker, the Lead DevOps Engineer at Target Corporation, will discuss many of the lessons learned and best practices during the adoption of DevOps at Target.
  • In the Know Podinar Recorded: Dec 16 2015 44 mins
    Eddie Vidal - Doug Tedder - Troy DuMoulin
    Join Eddie and Doug on your ride home for the next itSMF USA “In the Know” podinar on Wednesday, December 16 at 5pm (EST) with guest Troy DuMoulin, VP of Research, Innovation, and Product Management for Pink Elephant. Troy will be talking with Eddie and Doug about a hot topic in the ITSM industry, Lean IT.
Connect, Learn, Grow
itSMF USA is the definitive & authoritative source for the advancement of IT Service Management best practices.

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  • Title: Destination ISO/IEC 20000: All About Audits
  • Live at: Jan 20 2011 6:00 pm
  • Presented by: Subrata Guha, Director – IT Services, UL-DQS Inc.
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