Randy is the author of two best selling ITSM books “ Implementing ITIL – Adapting Your IT Organization to the Coming Revolution in IT Service Management ” and “ Measuring ITIL - Measuring, Reporting and Modeling the IT Service Management Metrics That Matter Most to IT Senior Executives ”.
Randy has been a frequent speaker at a number of itSMF US conferences around the country and was one of the keynote speakers at the national itSMF USA Conference in 2004.
Randy also serves as the co-chair for the itSMF US Research Committee and edits the ITSM Research Newsletter for that organization.
Randy has over 25 years of extensive hands-on IT Service Management and operations experience gained from many clients around the world.
He is the co-author of an ITSM methodology and operational framework formerly used by Andersen Consulting (now Accenture) worldwide.
He was an early ITIL champion while at IBM and also served a stint as Global Head of Service Management for Reuters, a worldwide major media company.
Randy is currently a Senior ITSM Consultant leading large scale IT Service Management programmes for US clients.
Robin is responsible for managing the ITSM Inner Circle , with over 3,500 members from all over the world. Robin provides valuable information, advice and resources to assist members with their continuing ITSM education .
Robin develops online content sites for ITSM professionals and has so far delivered over 500 articles, 37 white papers and 2 Ask The Expert Teleseminars to assist the wider ITSM community with their knowledge and adoption of ITIL.
Robin has presented at two itSMF UK conferences , specializing in Incident and Problem Management as well as cost reduction and SLA penalty avoidance through process re-engineering and people re-education techniques.
Robin has over 20 years experience with successfully implementing ITIL and Operations management within three distinct European Organizations specializing in cultural transformation , tool selection and implementation as well as large scale benefits realization .
He is author of three eBooks: “ The S7VEN Sources of Problems ”, “ Multiple Choice Secrets – for the ITIL Foundation Exam ” and “ Multiple Choice Practice Exams – for the ITIL Foundation Exam ”. He also directly coaches several Foundation students.
Robin is currently a Senior ITSM Consultant developing Service Design and Modeling capabilities in ITIL and ISO/IEC 20000 for a large European Service Consultancy.
Strong demand for all information types – shown by “zone”
How to Implement Metrics/KPI’s and CSF’s narrowly beat “People/Culture” by 3 responses
* REMEMBER: There was a strong demand for all elements of “How To” information backed up by case studies and “tips” for how to be successful. This was crystal clear from the survey results. * Remember how important these topics were in the survey? IT Service Mastery – Mastering ITIL TM
Planning for Process Introduction - Policies, Processes, Procedures and Work Instructions - Example documentation and style guidelines - Walkthrough of an ITIL based Process and Procedure
Working with the business for maximum success - Modelling and information collation - Process and Procedure design - Testing your Processes and Procedures - Alignment to the integrated toolset: what really works - Preparing an Implementation and cut-over strategy - How to identify improvements and embed correctly - Managing for efficiency and effectiveness
The people side of process introduction - Organizational acceptance of new working methods - Continual process improvement
Transforming Organizations: Why Change Fails? - The challenges ahead for ITIL Project Managers
- The ITIL context: Leading Organizational wide change programmes - The Classical view: Where are we now, Where do we want to be, How do we get there, How will we measure our success, How do we maintain the ongoing momentum and continually improve? - Kotter’s Eight Stage Process for Successful Transformation
Assessing Change capacity within your organization - Critical communication: what you must do across the programme - Managing Expectations: the key to success - Managing Change one person at a time - The importance of being educated - Actually learning from ‘lessons learnt’ Practical advice, techniques and real world examples
Copy of Randy’s book: - “Implementing ITIL: Adapting Your Organization To The Coming Revolution in IT Service Management”
“ How do you implement ITIL? Finally, there is a book that shows you how! This is not a theoretical treatise, but a practical guide that shows you the activities and steps to show results quickly. This book is chock full of reference charts where you can easily find things such as Service Management Organizational Role descriptions, input and output dependencies for every ITIL process and function, work products that should be produced by each process, key tooling functions and more. This is a comprehensive guide for building your IT Service Management program with all the information you need in one place.” Editorial Review : From Amazon.com IT Service Mastery – Mastering ITIL TM
Copy of Randy’s Second Book: “Measuring ITIL: Measuring, Reporting and Modelling The IT Service Metrics That Matter Most To IT Executives”
Plus ITSM Modelling Tool CD
“ How do you measure and report your ITIL processes? Which ITIL metrics matter the most to Senior Executives? Finally, there is a book that shows you how! This is not a theoretical treatise, but a practical guide that shows you the operational metrics to use and how these can be calculated into Key Performance Indicators (KPIs) and Critical Success factors (CSFs) that resonate with Senior Management. In addition, this book contains a helpful CD with a helpful IT Service Management modeling tool that covers all 10 ITIL processes. Simply enter your key operational metrics and the KPIs and CSFs get automatically calculated! This is a comprehensive guide for building any ITIL metrics program with all the information you need in one place.” Editorial Review : From Amazon.com IT Service Mastery – Mastering ITIL TM
* Note: Offering #1 and #2 are provided separately to Inner Circle Members * Offering #1 * Offering #2 The Programme Covers ALL Key Elements! Masters/ Managers Resources CMDB / Where to Start / How To Build One Service Catalog Where To Begin Foundation Resources / Help Me To Pass IT Service Mastery – Mastering ITIL TM Real World Implementation Advice / How To Start ITIL How To Sell ITIL/ Prove Value / ROI / Business Case / Justification Managing People and Cultural Change Process Introduction / How To Build
This will be shipped to you before the beginning of the Programme (29 th November), so long as you secure your place on the Programme NO LATER THEN 21 st November . After that date, there may be some delay, if there are any places left.
Myself and Randy Steinberg will be co-hosting a special 60 minute PREVIEW Call on Thursday 9 th November
Full dial-in details will be e-mailed to you tomorrow (Monday 13 th )
If you can’t make the call you will receive a link to the Audio Download of the PREVIEW call - on Friday 10 th November.
IT Service Mastery – Mastering ITIL TM Wednesday 29 th November Thursday 21 th December Thursday 14 th December Thursday 7 th December Saturday 2 nd December Saturday 16 th December Saturday 9 th December Saturday 23 rd December