itSMF USA is the definitive & authoritative source for the advancement of IT Service Management best practices.

I - Hooray, I am a supervisor. Now what? (presented by Russell Thyret) This will cover topics for aspiring supervisors/managers and first-time supervisors/managers including:
 
• Establishing supervision routines
• Successful delegation
• When to step in, when to step away
• Having difficult conversations
 
II - Who We Do Work For and How We Get It (presented by Mark Galligan)
In today’s dynamic and remote work situations it is critical to have up to date information about our staff’s location, role, and contact information. Additionally, it will provide you with needed information to help you improve your relationship with your customers and manage how they perceive the value your IT department brings to the organization. Note, that if you don’t manage this communication some other party or parties will.
 
Managing the channel is about designing, knowing how, and managing how work enters your organization and why this is key to the success of your department

Hooray, I am a supervisor. Now what? & Who We Do Work For and How We Get It

Often organizations have some form of continual improvement plan in their roadmap, but they struggle to realize continual improvement end-to-end efficiently and at scale. In this presentation by Manjeet Singh, you will learn how to start and scale on your ‘Continual Service Optimization’ Journey.

Manjeet is a results-driven technology leader with 20 years of experience in product management, software engineering, data science, analytics, and strategy. Manjeet is a strategic thinker and deeply passionate about learning customer problems with full empathy and providing elegant solutions. Manjeet has a great track record of delivering high impact enterprise and consumer-facing products that have led to a significant increase in revenue, product engagement, and customer satisfaction for the business. He holds a Bachelor's degree in Computer Engineering and an MBA in Product Management & Marketing from Santa Clara University.

How to Start and Scale on Your ‘Continual Service Optimization’ Journey

The events of 2020 challenged business leaders globally like never before. Join our IT Predictions 2021 live webinar with an expert panel to get a deeper understanding of the dynamics that will shape 2021, and explore how to harness disruption to drive meaningful change and growth.

During this webinar, our IT service management leaders will discuss the most important trends impacting the IT landscape in 2021. We will analyze the results from the Hackett Group’s Key Issues Study and discuss how organizations plan to adapt to a new normal and how that impacts the workforce & the IT operating model. We will also update adoption levels and impacts of digital tools and technologies. 

Register Now & receive insights on the;

- Most important IT function objectives for 2021
- Key IT transformation initiatives planned for 2021
- Hurdles to IT transformation in 2021 & how to overcome them
- KPIs IT teams plan to focus in 2021

IT Predictions 2021 - North America Edition

A look at ITIL Change Management with Agile and DevOps. People and process. Wins, losses, and compromise. Join Tanya for an informative webinar of Change Management with Agile and Dev Ops. Tanya has 25+ years experience in IT. She leverages her experience in operations to design and improve practices that enable teams to perform more effectively. Her passion is helping teams achieve value outcomes.

A look at ITIL Change Management with Agile and DevOps.

ITIL®4 represents a significant mindset and behavior shift for IT Service management. One of its core concepts is the Value chain – by definition requiring end to end collaboration. But traditionally we have been operating in department and framework SILO’s - COBIT, BRM, Agile, DevOps and now ITIL4. Not only that, but Agile and DevOps stakeholders see ITIL as out of date within an increasingly agile world.

Taking the step from where we are to where we need to be with ITIL is not a one off ‘Implementation’. It is a journey of iterative improvement. Yet at the Same time the world around us is continually changing requiring us to be agile and able to change at pace. The business is throwing ever more demands and opportunities our way. Products and features need to be deployed – Now! Critical systems need to remain stable, reliable and available. But what about change and improvement work!...

Welcome to the world of digital transformation and digital disruption. Many organizations are now adopting ITIL4 as part of their ITSM journey, but are struggling to translate theory into practice and create the necessary buy-in and commitment from end-to-end stakeholders.

MarsLander is a business simulation that can be used to bring the end-to-end stakeholders to experience and explore solutions to these challenges.
  
Interested in learning more about MarsLander: ITSM the Next Generation? If you've ever been curious about the MarsLander Simulation and how interactive, learn-by-doing workshops have revolutionized training, register today.

ITIL4: A journey towards ‘ITSM the Next generation

We’ve all had to work to keep ITSM top of mind within our organizations. During this session Joey Blomker will provide strategies on how to sell ITSM to all levels of the organization. Danielle Hibbert will follow up on how to keep stakeholders engaged along the ITSM journey. At the end of the event you should walk away with strategies to frame ITSM to your leadership team and keep them engaged no matter where you are on your ITSM journey.


 

In this presentation, we will discuss

Value Propositions
Enabling the ‘cool projects’
Critical Success Factors Engaging Stakeholders along the Journey
Buy-In (Selling, Scoping, Expectation Mgmt)
Program Initiation and Execution (Buy-in, change champions, ongoing communications)
Phase ‘Next’ (maintaining momentum, showing value, remembering the ‘why’)
 

More details coming soon!

Selling ITSM

Blue Cross Blue Shield of Minnesota

Agenda: 1:00 - Welcome - Yvonne Houle, itSMF Minnesota LIG 
1:05 - Bringing Command and Control to the Chaos: Blue Cross' Journey to Orchestrate Activities for Major Incident Handling - Gary Ledo, Process Analyst, Blue Cross Blue Shield of Minnesota 
1:45 - Q&A 
1:55 - Wrap Up

Managing Major Incidents: Creating Command-and-Control from the Chaos

Improving Communication Effectiveness & Establishing Trust

Business Communication

ITSM

itSMF

Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.

IT Service Management

Get powerful help desk and support insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the help desk and support strategies that effect business value and growth.

Help Desk and Support

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Improving Communication Effectiveness & Establishing Trust

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