Name: Problem Management and the Service Desk
Start: 2021-06-29T16:00:00Z
End: 2021-06-29T16:00:44.000Z
Location: BrightTALK
Rating: 4

Barclay Rae has delivered practical consultancy services since 1994. He is a co-author/architect of 3 recent ITIL publications: ‘ITIL Practitioner’, ‘ITIl4 Foundation’, plus he was lead editor on the ITIL4 ‘Create Deliver and Support’ publication. He is also a co-author of the Service Desk Institute (SDI) standards.

 

Barclay delivers workshops, consultancy, audits, reviews and training services to organisations to help them quickly achieve real success and value from IT.

 

All the content on this channel provides practical, simple and effective advice and guidance on achieving business value from IT services.

Team dynamics and dysfunctions

The key to good metrics – experience and outcomes

CSI and long-term improvement, problem management , risk management and culture change – how do we make these work and last? This session takes a view of the key steps needed to ensure that improvement is part of the intuitive approach for all people in your organisation. This includes key process and practices elements btu also the organisational and cultural changes needed to embed an enduring self improvement way of working.

CSI and long-term improvement

With many organisations developing their service management into wider corporate operations – i.e. using (ESM) Enterprise Service Management – the focus of overall corporate governance and management has regained importance. As teams work more closely together there is a renewed need to ensure that (1) these are moving in accordance with business goals and (2) that this is being monitored and managed in real time. Governance shouldn't be thought of as simply a dull ‘control’ facility. Instead this is about ensuring that the organisation plans and adjusts its ways of working and performance in accordance with strategic goals. The service desk operates in the centre of this corporate enterprise and its value and contribution to corporate governance continues to grow. This session focuses on the need and value for governance and how the service desk contributes to this.

Service Desks and corporate governance

Join Barclay's webinar where he will talk about the convergence of product management and service management.

THE CONVERGENCE OF PRODUCT MANAGEMENT AND SERVICE MANAGEMENT?

Join Barclay for this session on Enterprise Service Management - what is the future for how this will develop, based on the current working climate and post COVID? ITSM concepts are used more and more in areas beyond IT and many organisations get real benefit from ITSM processes and tools. How can this be viewed from a governance and data management perspective? How can organisations approach service management consistently? This session explores the pros, cons and futures for ESM..

Enterprise Service Management

The two contrasting worlds of DevOps and IT Service Management appear often to be in conflict and competition with each other. The reality of course is that both are needed for successful service delivery – and they complement each other. There is a need to find ways to work together and use the best parts of each approach in harmony.
 
In addition, there is much that people from both backgrounds can learn from each other – for ITSM professionals there is much to gain from using modern techniques for delivering work and projects with speed and agility. For DevOps professionals there is much to learn from ITSM’ers about how to manage organisational and people change.
 
This session lays out some clear practical options for how the two can work together – with practical tips on how to get going.

DevOps and ITSM – we need to talk

This session explains the functions, benefits and challenges of mapping – internal work (value streams) and external experience (customer journeys). This is for those who are attempting to move to this way of working and quantifying their work inputs, outputs and outcomes. 

Customer experience (CX) has been a major force of discussion and interest in the ITSM industry over the last 4/5 years – how to identify and map out the customer journey and capture their direct emotional responses to the service experience. This is now a specific capability that is needed to manage and improve the customer experience. 

Value streams are also a focus for discussion as central components of ITIL4, DevOps and other approaches. This is an internal holistic view of how services are delivered across teams, processes, people and tools. The goal is to identify areas of blockage that can be improved and removed to improve efficiency.    

Together these two techniques are essential tools in the ITSM practitioner’s practical portfolio – join to hear about how to do this using some existing and new techniques, plus also how to combine and analyse the output.

Mapping Customer Experience and Value Streams

How can we identify and improve morale and teamwork?

 

For some time there has been a ‘human’ movement in the technology world and beyond, towards humanising work and recognising the value of our people. This has included the need to provide them with a work environment where they can flourish, develop skills and achieve good levels of satisfaction and engagement in their work life. The pandemic has pushed this discussion forward significantly and challenged our definition of workplace norms, ways of working and how we might adjust these in future.

 

Service Management also gives us challenges in that we need to engage with a cross section of people, plus we have had to change our working methods very quickly- so maybe we have some great skills that are of value in other areas.

 

This session looks at how we can adjust and develop our thinking around how we manage and work with people, and then put this into practice. This will include looking at the concept of ‘social continuity’ (not just IT or business continuity) and what we can do to foster a good balance between different ways of working.

People satisfaction and social continuity

Traditional SLAs just don’t work – or at least most have been poorly and inadequately implemented. Measuring and demonstrating value from IT services is a moving target, a fluid set of criteria, which demand more flexible and multi-purpose definitions and measures.

This session identifies key elements of the SLA culture and how to build practical and effective bundles of metrics that show multiple facets of service delivery, including business outcomes, customer and employee satisfaction, as well as performance management.

From SLA’s to OXMs

As more options become available in automation and artificial Intelligence (AI), it can be daunting and challenging to wade through the various types of technology and identify where benefits can be achieved. There may also be some reticence from business areas to using automation, where previous good levels or personal support have been established. 

In this session we will discuss:
- Some simple guidelines in terms of business benefits
- Operational opportunities 
- Overall improvement expectations that can be achieved from AI in the ITSM world

AI opportunities for Service Management confidence

ts often easy to confuse incidents and problems and the associated processes and teams involved. Its not unusual to discover service originations where these concepts are blurred. Most organisations are also reasonably mature at delivering Incident management, but surprisingly immature at problem management – so shy is this? What are the clear features and benefits of these core practices and how can we make them both work well? Also, what is the best way for a service desk to contribute to successful problem Management? This session, by Barclay Rae, provides clarity and practical help.

Problem Management and the Service Desk

#ITL

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

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Problem Management and the Service Desk

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