Service Management: Is IT in Trouble?

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.
Key takeaways-
• 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.

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.

CMDB - Best Practices To Make It Really Work

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?

Agenda:
Is there any confusion? (digitization vs digitalization vs digital transformation)
Automation everywhere
The obvious next step: Artificial Intelligence/Cognitive Services
Wrap Up
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.
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Configuration Management Databases play an important role in Service Transition and Operations. However, IT organizations tend to find a challenge in maintaining and supporting a Functional CMDB.



In this webinar, we'll discuss tested effective methods to keep your CMDB Healthy. Configuration Management and its role (recap / reminder).



What makes a CMDB functional?
Success factors that contribute to the maintenance of a healthy CMDB.
How can ITIL v4 help to empower Configuration Managers?

Agenda
 
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!

Metrics for Continuous Service Improvement

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.

‘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!’
Takeaway:
A PURPOSEFUL Roadmap approach to Continual Service Improvement

Skills, Knowledge Leadership, Sharing - Navigating the new ITSM Way of working! USE PROMO CODE - EC18WEB - to obtain an EARLY BIRD rate for Executive Connections. A $200 SAVINGS!

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

This webinar will dive into the exclusive Executive Connections program available at FUSION 2018. Learn more about how this opportunity can enhance your educational experience through exclusive exposure to industry leaders and experts. The Executive Connection sessions will include stories from Executives; attendees will hear from two Keynote Speakers and share leadership concepts. It will also facilitate networking between you, your peers, and the many invited industry experts, and ensure you are getting the most from your time at the conference.

The IT infrastructure management landscape is rapidly changing. Much of what IT used to support, build and deliver on premises is moving up into the Cloud. IT services are moving up and out of the data center and access to these services is moving beyond the four walls of the business. New technologies and devices are spreading and stretching when and where IT services can be used (e.g. Internet of Things). While the shift towards more agile and flexible delivery channels for IT services is creating new business opportunities, it is also creating new business challenges for securing the IT infrastructure and delivering those services safely. How are IT organizations meeting this challenge? What strategies are organizations employing? What technologies, processes and organization changes are taking place to keep the business safe? Learn some answers to these questions and leave with ideas and a roadmap to secure your own IT Infrastructure.