Manjeet Singh, Group Product Manager for ITSM products at ServiceNow
Please join the itSMF Continual Improvement CoI for a BrightTalk Session, “How to Make Continual Improvement as part of business strategy and drive results”, scheduled for 1PM EST on Thursday, March 19, 2020.
In IT Service and Operation Management, delivery of key services with high availability, low cost, and high customer satisfaction are becoming key success metrics for CIOs and IT leader’s strategy. The Continuous Improvement process plays an increasingly important role in the company because it allows the organization to proactively drive continuous optimization across people/process/service/technology to increase business efficiency, innovation, and competitive advantage.
No matter where an organization is in their digital maturity cycle, the improvements sought can be incremental over time or achieved with a breakthrough moment that tries to increase effectiveness and efficiencies to fulfill a company’s objectives. Here are some key dimensions that must be accessed to achieve faster time to value:
•What are the benefits of using a continuous improvement business strategy?
•How to assess if your corporate culture promotes Continual Improvement Management (CIM)?
•How to know when to apply a continuous improvement business strategy?
•How to make improvement at agile speed and show impact?
This presentation will provide a playbook and best practices that helps organizations to bring strategic alignment and outcome-based approach to drive continual improvements. You will also learn how to make greater use of the creative potential in the minds of your employees and customers using an easy to use framework where everyone feels included in driving the desired impact in their respective work area.
Silicon Valley ITSMF is hosting a global Women if IT Webinar Series This kickoff is an online global webinar. A series of profiles, tips and topics around elevating the Women in IT Service Management. Kickoff is at the end of February, and will continue with a series of women in IT leadership programming and activities. Focus awareness and illustrating why women in leadership is simple, user experience is incomplete without a complete representation of men and women’s use of technology. The diversity of experience , use and mindset fuels innovation. Women are leading, they are just not making it to the sufficient board room levels. We can do so much leveraging the successes that exist and producing more. Kick off with profiles in excellence, tips and career resources For advancing Women in IT Leadership
Senior IT leaders like you are increasingly challenged to develop digital strategies for your organization. This can be one of the most significant challenges you face, as there are no comprehensive frameworks to compare against your peers or to assess your ability to drive positive change.
An organization’s digital maturity must be assessed across all key dimensions:
•Strategy: Is the organization aligned around a vision?
•Culture: Is the organization fostering the mindsets and behaviors critical to capturing digital opportunities?
•Customer Journeys: Is the organization able to provide the desired customer experience over end-to-end journeys?
•Capabilities: Does the organization have the systems, tools, digital skills, and technology to achieve its digital goals?
This presentation will provide a blueprint that helps organizations take stock of their digital maturity and compare it with their peers in the industry. By leveraging the capabilities-based framework described in the blueprint, organizations can identify initiatives to achieve the desired digital maturity.
Many enterprises still enjoy success with legacy service desk solutions such as Footprints, Track-IT, and Remedy. Many DevOps and software driven enterprises use Jira effectively to manage their service desks. But these solutions, often perpetually licensed, may be customized to meet many internal business needs – but do not have the latest configuration management capabilities like predictive analytics, dependency mapping, gamification, auto-discovery and robust change management workflows. Many lack a CMDB (configuration management database).
So … wouldn’t it be great to have a CMDB without the hassle of changing your entire service desk functions?
Plus, most CMDB’s today require migrating from a fully amortized, perpetually licensed solution to a recurring, SAAS solution.
•Lists reasons to keep your legacy service desk
•Identifies key intersection points on how a traditional service desk can be complemented with a modern CMDB
•Points-out what deficiencies may hurt the most
•Emphasizes the plusses often out-weigh the negatives.
Keeping your legacy service desk may make sense for many enterprises when you find options to extend their capabilities. Learn how.
Value Stream Mapping is a powerful technique introduced as part of LEAN practices which helps organizations to identify work bottlenecks, prioritize improvements, and dramatically improve workflows. The ITIL 4 Service Value Chain introduces this concept into the ITIL guidance, and challenges us to map our workflows across the Value Chain activities to demonstrate how we facilitate the co-creation of value with our service customers. In this session we will cover the ideas of Value Stream Mapping and how to conduct a Value Stream Mapping Session, then assess how the Service Value Chain provides a model for assess how IT practices facilitate desired outcomes, from incident response to service request fulfillment to new service design.
IT Security and Resiliency will be at the core of service desks leading into 2020.
That puts advanced security solutions and risk management at the top of the list, as ITSM leaders prioritize their resources and build multi-faceted strategies to protect company data and reputations from potential threats as criminals increasingly try to exploit the service desk especially through the password reset process.
This webinar will discuss what the present threat landscape looks like, what tactics are being utilized, and how to best position yourself to protect against these very real threats.
• Why social engineering has become the top security risk for the service desk
• Create a secure and formal process for authentication of users who call in for a password reset
• Where service desks should be prioritizing resources to prevent data breaches now!
Erika Flora, CEO of BEYOND20 and Lead Editor of the upcoming “ITIL 4 Leader” publication will discuss what's coming down the pike with the new ITIL 4 release. We will also discuss: differences between ITIL v3 and ITIL 4, what to do with your ITIL v3 credits, new concepts tackled in ITIL 4; and we will leave lots of time for Q&A.
Dave Hatter, Cyber Security Consultant, Intrust IT
Cyberattacks are increasing in frequency, sophistication and impact. Recent cybercrime statistics are eye-opening:
The University of Maryland reported that an attack happens every 39 seconds on average, affecting one in three Americans every year
Ransomware costs have risen 184% from $12,762 to $36,295 in Q2 2019 according to a Coveware study
The FBI reported Business Email Compromise (BEC) is a $26 billion dollar enterprise
89% of breaches had a financial or espionage motive according to the Verizon 2016 Data Breach Investigations Report.
SCORE reported that 43% of attacks are on SMBs,
Unfortunately, EVERY organization and individual is a target, and as technology becomes increasingly important in our personal and professional lives, the attack surface grows. IBM CEO Ginni Rometty recently said cybercrime is “the greatest threat to every profession, every industry, every company in the world', and former FBI Director James Comey said
“There are two kinds of companies in the United States. There are those who’ve been hacked ... and those who don’t know they’ve been hacked.” In this webinar, you'll get concrete tips and actionable information that will help you improve your personal and professional cybersecurity posture so that you, your organization and your family don't become another statistic.
Farooq Khalid, Vice President, Customer Interactions at SKAEL,Inc.
Human Digital Journey From Where We are to ’Self-Running’ Everything
Digitization is often confused with digitalization- the task of taking something analog and converting it into a digital form. This webinar is focused to go through What Digitization, Digitalization, and Digital transformation means, what are the current trends happening in the industry? what are the trends around this topic?
Is there any confusion? (digitization vs digitalization vs digital transformation)
The obvious next step: Artificial Intelligence/Cognitive Services
Q & A (All questions will be taken at the end, but please post questions as they arise)
ITIL v3 introduced Continual Service Improvement (CSI) as a service lifecycle stage that identifies and implements improvements across service strategy, service design, service transition and service operation. This approach has been successfully used to transform organizations and provide a framework to plan, engage and improve the people, products, partners and products necessary to achieve organizational objectives. ITIL 4 maintains the importance of Continual Improvement to the overall Service Management System (SVS) with some updates to modern thinking. Applying a multi-dimensional view, along with an integrated system for value co-creation, enablement and delivery, ITIL 4 re-introduces Continual Improvement as both a model for improvement and a general management practice. This session will discuss hot ITIL 4 guiding principles continue to be used as part of the Service Value Chain to deliver value to customers and consumers.
1. National itSMF and Local Highlights (Dawn Simmons Khan)
2. Introduction ITIL and ITIL4 (Ragu Mantatikar)
a. ITIL4 Value System b. Element and Organization c. ITIL4 evolutions and improvements from earlier versions d. Learning and Certification e. Maximizing and Value Recognition from ITIL4
3. Wrap Up (SFBay itSMF Board)
a. Chat Q&A b. Next Events
About our Speaker
Ragu Mantatikar is a multi-skilled IT Service Management, Program/ Project Management specialist and a certified ITIL, Prince2 Trainer with extensive experience in Service delivery, ITSM/ITIL processes and tools implementation in various organizations including internal and outsourced environments across APAC region over 20 years. Currently moved to San Francisco and working in SKAEL Inc., as Vice President looking after Service Delivery of Artificial Intelligence-based products.
Earlier this year, AXELOS, the owners of the ITIL intellectual property, released the Foundation publication and certification part of ITIL 4. But what is it? Our speaker, Lou Hunnebeck, is one of the authors of the new foundation material and the lead editor of the “Direct, Plan & Improve” ITIL 4 publication currently being written. She will speak with us about ITIL 4 and share key information and insights.
Expect to hear about:
•The elements and organization of ITIL4 – books and exams
•How ITIL 4 evolved from earlier versions of the guidance
•Learning and Certification on ITIL 4
•Maximizing your value from ITIL 4.
We’ve all moved into the future. ITIL is doing the same!
This Webinar session will consist of a brief walk through of Software Asset Management’s foundation. Diving deeper into answering the age-old IT question “What do we own and how do we own it?” Specifically, we will highlight various types of legal documentation, noting key verbiage and contractual elements Software Asset Managers encounter in their day to day responsibilities. The briefing will cover various aspects of reviewing, drafting and negotiating agreements to ensure adequate protection and overall license term understanding. Attendees will gain insight into defining drafting and assigning SAM policies, procedures and responsibilities.
Mike Orzen, President, Mike Orzen & Associates, Inc. Niels Loader, Partner & Principal Consultant an Quint Wellington Redwood
‘DevOps’ has become a magic word in IT. But what is DevOps, really? And what is its relationship to Lean IT and Agile? Two key experts who are furthering adoption and development of the DevOps Agile Skills Association (DASA), Mike Orzen and Niels Loader, attempt to clear up any confusion as they review a brief history of DevOps.
In this day and age, it is almost impossible to open a website, article or publication about IT without coming across DevOps. It seems to be defining the current state of development of the IT industry. It is also one of the most misunderstood and misused terms today. DevOps is a label we have devised to describe the journey of the IT industry towards the application of Lean principles to the delivery of IT services and customer value.
This session offers a loosely scripted conversation between two thought leaders in the DevOps community in which they explore the relationship between Lean, Agile and DevOps.
Accidental CSI - "Did I Do Thaaaat? (in your best “Steve Urkle” voice)
Are you doing Continual Service Improvement by ACCIDENT??? Do you think you are not doing Continual Service Improvement (CSI), or not doing it well? What if you found out that you ARE doing CSI, but just don't realize it? If you think that you don't have time to improve, or have no idea where to start, and cannot get management buy-in and sponsorship to begin CSI, then this session is for you! Don’t let your service quality be held back because CSI is too hard to get started.
This session will cover identifying areas in your organization where CSI is “brewing”, how to make those areas relevant to your CSI needs, and how to develop a CSI Roadmap. We will discuss the "low hanging fruit" of CSI, how to identify where you are ACCIDENTALLY doing CSI, and how to make it PURPOSEFUL CSI. Then you can say, “YES! I did thaaaaaat!’
A PURPOSEFUL Roadmap approach to Continual Service Improvement
Problem management is the hidden treasure of Service Management. It is key to ensuring reducing the cost of IT services, improving the value of IT services, and improving customer satisfaction. But how do you justify investing in problem management?
Too frequently problem management is understood as something that must be done when things really get bad, or when a customer is screaming because of a failure somewhere else, or as a “last resort” when no one knows what else to do.
In reality, problem management is key to improving the performance of IT and improving the customer’s view of IT’s true capabilities, whether related to technology, applications developed in-house, software, cloud services, etc. You name it, problem management has a role.
This session will cover:
•Investigating the hidden treasure – What does it take to get problem management “off the ground”; the who, what, where, when and why of problem management
•Searching for the hidden treasure – Gather your team and start mapping metrics for problem management
•Digging up the hidden treasure – How to start - the approach to implementing problem management
•Protecting the hidden treasure – Retain the value - keeping the momentum with problem management