Service Initiation: Understanding the People and Process Behind the Portal

David Crane, Cloud Operations Consulting Architect and Kurt Milne, Director Cloud Ops Programs, VMware
Self-service on demand service provisioning is a great way for enterprise IT to address the needs of increasingly tech savvy and impatient users. You have a cloud. You have a cool catalog tool. Now what? Much of the work that used to happen after a service request, now has to happen before a service is added to the catalog. We'll dig into the good stuff behind the technology including key concepts related to being a service broker in a hybrid world, as well as a cloud optimized approach for managing a service pipeline. We will specifically highlight four interesting IT roles that help optimize this approach.
Apr 10 2013
48 mins
Service Initiation: Understanding the People and Process Behind the Portal
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  • Problem and Incident Management for the Cloud - What to Do & How to Get Started Recorded: Dec 12 2013 46 mins
    Imagine having the control and visibility of your IT infrastructure that your business units want and expect you to have? Cloud, with its additional layers, looks even more challenging. We'll share with you 5 lessons that we learned in managing clouds. We'll discuss how organizations need to change their people, processes, and tools to harness the power of private clouds.

    We’ll describe the changes needed within these three key areas:
    - People – New, specialized roles are needed with new skills
    - Process – Enable Event, Incident, and Problem Management need to occur all within the same cycle
    - Tools – Analytics need to be implemented to instrument and provide visibility into the cloud environment

    We'll also describe the 'bite-size' steps teams can take to: achieve shorter MTR, attain SLA levels, and free IT staff from ‘keeping the lights on’ to focus on innovation.

    Speakers: Rich Benoit: VMware Cloud Ops architect with 25 years of experience specializing in proactive operations with hands-on, front line experience running systems at major banks and manufacturing companies. Kurt Milne: Cloud Ops professional with 20+ years experience in various executive management and engineering positions at VMware, IT Process Institute, Hewlett Packard, BMC Software, Remedy, and Extricity.
  • Service Catalog: The Critical Element of Service Delivery in the Cloud Era Recorded: Nov 14 2013 44 mins
    The Service catalog is key to successfully delivering IT infrastructure as a service to your organization. For a cloud environment, we will provide practical guidance on creating the building blocks of a Service catalog : automation, policies, governance, and access control. We will discuss how to assemble these building blocks in a way that results in an effective Service Catalog for users and enables you to manage the complete lifecycle of IT services.
  • Automated Provisioning - A Transformative Part of Delivering IT as a Service Recorded: Oct 10 2013 37 mins
    What if you could provision a working copy of Oracle ERP with web portals at the click of a button? Or automate provisioning and de-provisioning applications and thousands of virtual machines per hour? VMware IT uses blueprints with cloud automation and management capabilities to automate provisioning on our private cloud. The results have been transformative, and have direct impact on many functions across our business. Overall, our investment in agile infrastructure with automated provisioning capabilities in a private cloud environment -- has resulted in improved business agility, lowered IT costs, and improved service quality.

    In this webcast we’ll share how new automated provisioning capabilities help VMware Enterprise IT group deliver IT as a Service. And we’ll share what VMware IT has learned from using our own technology. We’ll highlight how automated provisioning is transforming ITSM functions related to delivering on-demand services, shifting work upstream, eliminating tailored infrastructure, and re-provisioning instead of repair.
  • Monitoring Metrics – Leveraging Predictive Analytics to Optimize IT Response Recorded: Sep 11 2013 41 mins
    Today’s tech savvy digital natives have little patience for performance issues. However, IT system monitoring is reactive, incomplete, and doesn’t focus on what users experience. We will show you how proactive monitoring with analytics can help you understand and take action before users are impacted:

    1. Monitor the metrics that better reflect the user experience
    2. Use more realistic metrics to avoid alert storms and trigger automated response
    3. Improve your ITSM processes such as incident and problem management

    We will also show you how to shift to proactive monitoring. Traditionally, monitoring has been used to identify an incident after it occurs. We will tell you how to implement predictive analytics to spot performance issues before your customers do.
  • CloudOps Survey Findings - a Live Panel Recorded: Jul 30 2013 59 mins
    Hear our panelists discuss and debate the findings from this international, 3rd party in-depth survey of IT managers transforming their IT organizations for the cloud.

    Over 400 practitioners were surveyed about how they transformed IT operations as they moved to cloud computing. Our panelists will debate the pros and cons of the different paths that organizations traveled to Operations transformation. They'll contrast the different use cases practitioners focused on. They'll discuss how users’ views on IT Operations transformation changed as they transformed their groups. Most importantly, we'll share the ROI they achieved from their changes. Watch as our panelists debate and comment on the findings from this major survey.
  • Ian Clayton & Paul Chapman share lessons on delivering IT as a Service Recorded: Jul 23 2013 52 mins
    Ian Clayton is an ITSM industry veteran who co-founded itSMF, authored USMBOK, will share real-world lessons learned from coaching hundreds of companies who moved to a winning service perspective. Paul Chapman, VMware’s Vice President Global Infrastructure & Cloud Operations, led VMware’s own IT service delivery transformation based on cloud infrastructure capabilities and will talk about the millions saved and development accelerated via this transformation.

    Outside-in thinking is needed to give IT a winning strategy. But inside-out leadership is required to make the changes that enable successful execution. Listen to this webcast to get real advice on what it takes for you to successfully deliver IT as a Service in the cloud era.
  • Service Initiation: Understanding the People and Process Behind the Portal Recorded: Apr 10 2013 48 mins
    Self-service on demand service provisioning is a great way for enterprise IT to address the needs of increasingly tech savvy and impatient users. You have a cloud. You have a cool catalog tool. Now what? Much of the work that used to happen after a service request, now has to happen before a service is added to the catalog. We'll dig into the good stuff behind the technology including key concepts related to being a service broker in a hybrid world, as well as a cloud optimized approach for managing a service pipeline. We will specifically highlight four interesting IT roles that help optimize this approach.
  • 5 Key Steps to Effective IT Ops in a Hybrid World Recorded: Mar 20 2013 49 mins
    IT users and business managers are increasingly working around IT to procure cloud services. IT can maintain its position IT as the preferred service provider by making improvements in 5 key areas. This presentation will highlight changes that help enterprise IT operations regain control and effectively manage service delivery with a hybrid mix of computing environments. Steps include on-demand services, hybrid provisioning, proactive operations, policy-based control, and IT financial management.
People, process, organization & governance for the cloud era
Virtualization, abstraction, and automation create an environment that helps IT increase agility while reducing costs. But while working with some of the most successful implementations around the globe, VMware has discovered that IT organizations must evolve IT operations in order to capture the greatest benefit from cloud computing. Not only their technology architecture and tools. But also the people, process, organization and governance that help optimize use of the technology.
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  • Title: Service Initiation: Understanding the People and Process Behind the Portal
  • Live at: Apr 10 2013 3:00 pm
  • Presented by: David Crane, Cloud Operations Consulting Architect and Kurt Milne, Director Cloud Ops Programs, VMware
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