KEPNER-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.
KEPNERandFOURIE will explain the problem solving processes specifically designed for the IT environment. They will focus on the application of these processes to real world IT issues in which they have been involved. K&F will explain the importance of finding the technical cause of a problem/incident before trying to determine the Root Cause. They will also highlight the RCA application developed in conjunction with ServiceNow and available in their App Store.
In Higher Education you have unique issues. Working to fulfill the needs of academics, researchers, students, support teams and other enterprise groups can leave you feeling pulled in multiple directions. Decision – making authority is not always clear. A process culture may be seen as too “corporate” for your culture.
Join ITIL Expert, Thom Salo, to cover seven steps you can take to work to build respect and buy-in for your IT service management initiatives and super-charge your customers. We’ll cover:
• How to align with various departmental needs/goals.
• Answer the question, “Why do we care about an ITSM program?”
• Managing program expectations.
• Doing what we say we’ll do!
• Feedback – how to get it and use it.
• How to get past “creating” and get on with “adopting and embracing.”
• The role tracking of metrics will play.
Joseph A Kuti, Senior ITSM Process Manager, Marriott International
A successful process improvement strategy will first begin by leveraging the Continual Service Improvement (CSI) model:
•What is the vision?
•Where are we now?
•Where do we want to be?
•How do we get there?
•Did we get there?
•How do we keep the momentum going?
This presentation will provide a real life example of how to apply the CSI model in order to define a problem management improvement strategy. Joseph will discuss his improvement strategy and his approach of implementing process improvements to improve the maturity of problem management process. The goal is to share with other practitioners in the problem community of interest:
•Real life techniques
Host: Edward Gray - Speakers: Rae Ann Bruno, Stephenie Gloden, Steve McMillan
Do any of these comments sound familiar?
- “Only the new people find value in our knowledge base.”
- “Once our teams learn how to resolve something, they don’t need to use the knowledge base.”
- “It takes longer to find it in the knowledge base than it does to figure it out.”
- “Our knowledge base is out dated and cumbersome to use.”
- "I’ll ask (insert name here), he / she will know the answer.”
If so, you may be stuck in the knowledge-engineering rut. The Knowledge-centered-support methodology is a proven best practice that overcomes these challenges. Attend this session to learn about the KCS methodology and how you can use it to:
-reduce the time to resolution
-standardize answers to your customers
-lower support costs
-increase customer satisfaction
-increase employee job satisfaction
KCS becomes the way you resolve incidents, answer questions, share your knowledge with peer staff, and in short get people back to work. Because it is part of the Incident process, it is always current and accurate and enables your teams to continually support an expanding breadth of services.
Additionally, you will hear about the journey of the University of Phoenix, and parent company Apollo Education Group, in moving out of old-school knowledge engineering, “ivory tower” knowledge approaches, and into the realm of real-time knowledge management – using KCS to empower front-line staff content administration, and manage knowledge by positive peer-to-peer relationships. We will discuss the use of the Knowledge-Centered Support (KCS) methodology in a highly-regulated business environment, to capture, structure, and reuse knowledge as new incidents occur and the business environment changes. Our chat will discuss the methods utilized, uncover the “ditches” to avoid, and present the metrics used to measure and prove success.
•Recognize the various models and standards applicable to value creation and how they fit in the overall framework architecture of an enterprise.
•Understand the value of ISO standards, with particular emphasis on ISO/IEC 20000, within the enterprise context and how it can assist in creating value to stakeholders.
•Identify approaches to implementing standards based on a recent ISO/IEC 20000 adoption case study.
Navigating the field of frameworks and standards can be exhausting. Couple this with the pressures of creating value for the enterprise, and one can easily see how many service providers fall short of expectations when adopting frameworks and standards in their organizations. When driving towards creating value, consider a business approach to selecting the practices that are best suited for optimizing resources and risks that incorporates multiple standards. In this insightful presentation on frameworks and standards integration, explore the many models that are available today: what they are, how they fit, and why choose them. Most importantly, we will look specifically at frameworks and standards such as ITIL, COBIT, and several Bodies of Knowledge and ISO standards to provide a holistic approach to creating value and avoiding framework overload.
Ted's presentation will offer guidance on using the ISO/IEC 15504 Assessment Methodology to conduct a maturity assessment of your Problem Management Process as part of your Continual Service Improvement (CSI) initiative. As a flexible assessment solution, which can be adapted to a company of any size, an assessment using the ISO/IEC 15504 methodology provides the first step in a Continual Service Improvement initiative.
Join us for this month’s itSMF USA podcast with hosts Doug Tedder @dougtedder and Eddie Vidal @eddievidal and guest Greg Sanker @gtsanker as we discuss Change Management at the Speed of Business. Listen to Greg’s take on what's different between traditional Change and Agile Change and how to manage change at the new speed of business
Presenter, Ed Womack, Solutions Consultant at Cloud Sherpas Hosted by, Mitch Pautz, ITSM analyst at Cal State Fullerton
Higher education and research institutions have unique needs when it comes to implementing IT Service Management. Many university IT professionals are leveraging industry-specific workflows and tool functionality to maximize their investment as well as streamline processes in their organization. Learn how to extend your ITSM platform to combat challenges such as rapid user turnover, multi-departmental environments, BYOD to improve efficiency and service delivery in your organization.
Eddie Vidal, Manager of UMIT Service Desk at Univ. Miami - Hosted by Mitch Pautz, IT SM analyst at Cal State Fullerton
ITIL emphasizes the alignment of IT services with the business, integrating processes and improving communications. Yet, it doesn’t emphasize the need for a communication plan. Have you considered defining a communication plan for your department?
Creating a communications plan for your IT organization will help define communication efforts so that your message is consistent and the value of your services is clearly articulated. In this session, learn how a communication plan can change your company’s perception of IT, enable you to promote your value, keep you on the same page as your leadership team, and keep your department aligned with the company’s goals.
Participants will learn how to create a communications plan that leverages social media and how to use the communication plan to convince management of the importance of sending a consistent message. You will leave this session with the tools to emulate the best marketing companies in the world, right from your IT shop.
Join hosts Jason Stonehouse and Eddie Vidal as we sit down with President Marc Halcrow from the itSMF (SIG) COBIT group. Learn how SIG COBIT can help your career and what the group has planned for 2015.
Jarod Greene - VP of Product Marketing, Cherwell Software, Eric Dannenberg - Change and Configuration Manager at Boston Univ.
Higher Ed IT organizations continue to see accelerated demand and complexity without a correlating increase in resources. As such, many have looked to IT service desk consolidation as a means to enable fewer staff members to yield higher contact volumes, and develop a higher skill set though familiarization of a wider range of contacts. This webinar will discuss tactical and strategic steps to with consideration across people, process and technologies.
Charles Araujo, itSMF USA President and Jeffrey Toaddy, itSMF USA HE SIG President
Is there a future in the IT Service Management Industry? Will Service Management remain relevant in Higher Ed? Join itSMF USA President, Charles Araujo, and HE SIG President, Jeffrey Toaddy, on January 8th as they discuss the future of the IT Service Management industry, Charles' vision for itSMF USA and what it all means for Higher Ed professionals.
Mitch Pautz, Cal State Fullerton and Randy Steinberg, Migration Technologies
IT measurements are meaningless if they don’t provide information to make accurate and timely decisions. Yet many IT organizations produce reams of operational reports that provide tons of information yet still leave everyone blind as to what actions to take or whether IT benefits are truly being realized. This session provides a solid practical approach for closing the loop between what kinds of metrics should be reported on and how IT can leverage results and a program of continual service improvement for effective decision making. As a result of this session, attendees will learn about what kinds of metrics matter most and how these fit into an overall model for making key decisions. In addition, attendees will get access to a simple EXCEL-based metrics model that they can use right away within their own IT organization.