The document provides information about the Certified Process Design Engineer (CPDE) certification course. The 5-day course teaches process design, improvement, and management techniques. It aims to help professionals contribute to effective process improvement programs and earn credits toward other certifications. The course covers frameworks, requirements gathering, documentation, and more. Participants must have an IT service management foundation certificate. Benefits include an industry-recognized certification and skills to leverage best practices. The exam involves multiple choice and scenario-based questions accredited by Loyalist Certification Services.
If you've missed this highly interactive hybrid session where highlights of 5 sessions were given by MPI Global Training Accredited trainers from around the world, you can review the slides here. What you missed were 3 hours of highly engaging training facilitated by Ruud Janssen and Miranda van Bruck as well as Paul Bridle live at AIBTM. Hybrid presentations were given by Mary Boone, Peter Haigh, Todd Hanson and Karen King.
Learn more about MPI Global Training on this link: Http://www.mpiglobaltraining.org
This session was crafted and facilitated courtesy of TNOC: Http://www.tnoc.ch
in collaboration with MPI: http://www.mpiweb.org at AIBTM on Baltimore, MD, USA on Tuesday 21 July 2011 http://www.aibtm.com
See the full stream of photos of this session here: http://www.flickr.com/photos/tnoc/sets/72157626895928565/
If you've missed this highly interactive hybrid session where highlights of 5 sessions were given by MPI Global Training Accredited trainers from around the world, you can review the slides here. What you missed were 3 hours of highly engaging training facilitated by Ruud Janssen and Miranda van Bruck as well as Paul Bridle live at AIBTM. Hybrid presentations were given by Mary Boone, Peter Haigh, Todd Hanson and Karen King.
Learn more about MPI Global Training on this link: Http://www.mpiglobaltraining.org
This session was crafted and facilitated courtesy of TNOC: Http://www.tnoc.ch
in collaboration with MPI: http://www.mpiweb.org at AIBTM on Baltimore, MD, USA on Tuesday 21 July 2011 http://www.aibtm.com
See the full stream of photos of this session here: http://www.flickr.com/photos/tnoc/sets/72157626895928565/
Diese Prezi Präsentation wurde anlässlich der Vorstellung der Resultate der Agile Trends und Benchmarks 2012 und Requirements Trends und Benchmarks 2012 gehalten. Erfahren Sie Zahlen zu der Verwendung von Scrum oder wo die Unternehmen die grössten Probleme im Requirements Engineering sehen.
Regardless of size, budget or structure, many organizations struggle with understanding and managing the numerous ITSM roles and responsibilities. This session provides clarification and practical tips to manage and optimize ITSM roles and responsibilities with particular emphasis on using RACI models to map roles and responsibilities to activities.
Diese Prezi Präsentation wurde anlässlich der Vorstellung der Resultate der Agile Trends und Benchmarks 2012 und Requirements Trends und Benchmarks 2012 gehalten. Erfahren Sie Zahlen zu der Verwendung von Scrum oder wo die Unternehmen die grössten Probleme im Requirements Engineering sehen.
Regardless of size, budget or structure, many organizations struggle with understanding and managing the numerous ITSM roles and responsibilities. This session provides clarification and practical tips to manage and optimize ITSM roles and responsibilities with particular emphasis on using RACI models to map roles and responsibilities to activities.
This presentation is a talk given at the 14 November Philadelphia area AIChE meeting. Chemical engineers, especially those in the US, are increasingly being asked to develop incremental increases in plant capacity, say up to 20%. Many plants are now running at maximum capacity, yet tight capital funding and requirements for short payback periods make it difficult to have large investment for new, grassroots facilities. In some cases, engineers need to meet demand increments much less than the capacity of a new plant, while further demand growth is uncertain. The manufacturer must then choose the appropriate capacity increment, instead of overdesigning Debottlenecking projects are undertaken to deliver these capacity increases, by implementing select changes to specific parts of a plant to relieve restrictions. In this session, we will discuss tools and analyses for assessing the process bottlenecks. We will address means of debottlenecking numerous unit operations, while listing points often forgotten in such projects. Finally we will discuss how debottlenecking projects are different from conventional grass roots projects, while treating the practical aspects of how to manage such projects. A list of references is included for further, deeper study. Many of the facts and figures presented in the talk were taken from these references.
Key words:
capacity, debottlenecking, process engineering, chemical projects optimization, asset utilization, theory of constraints, TOC, revamp, distillation, fouling, throughput, practical
Cut the ITIL Anchor, Raise the ITIL Sail, an ITSM Academy WebinarITSM Academy, Inc.
Presenter: Matt Hooper
ITSM Evangelist, LANDESK Software
The idea that workers want to bring their own device is flawed. They don’t want to bring their own, they just don’t want to wait on IT to delivery antiquated solutions. Patience is not a business virtue in a world that expects a rapid pace of change. While ITIL helped manage fragile IT, stable infrastructure is now delivered through cloud and SaaS. However, this does not mean that ITSM has to slowly fall into irrelevance. This session explains how Lean ITSM and DevOps can accelerate business velocity. Join us to learn:
• How DevOps, continual deployment and other agile methods can improve governance.
• How to Transform your ITSM disciplines and systems into velocity engines instead of control systems.
• How to Identify the four challenges to enterprise agility and how ITSM can morph to meet the need.
Implementing ITIL Change Management
in a Global Organization
Presenter: Paul Fibkins, Senior VP Global Process Owner
Paul shares his practical experience Implementing ITIL Change Management Best Practices in a Global Financial Organization. He will describe their journey - from 100 fiefdoms to an ITIL federation that includes getting 10,000 IT professionals making 10,000 changes a week to row in the same direction.
Leveraging Process Design: True Results, True Value
Andrew Wilson, Director, Program Management Office, U.S. Navy Bureau of Medicine and Surgery
Learn about the IT Service Management Process Improvement journey at NAVMISSA, led by their Project Management Office.
ITSM Academy Webinar - Process Maturity, It's Not About the NumbersITSM Academy, Inc.
A cornerstone of continual process improvement is assessing process maturity. Drawing from proven maturity models, this session provides attendees a checklist of the key factors that influence process maturity, along with a Transition Plan for each maturity level that describes specific transition steps. As it is often difficult to figure out where to begin, attendees will also receive a template for a Process Improvement Matrix that can be used to prioritize improvement activities.
Using Six Sigma to Drive Tangible Service Desk Improvement and SavingsITSM Academy, Inc.
Kirk Holmes, itSMF USA National Capital President Emeritus, President of Holmes and Associates, will present his experience with using Sig Sigma to answer the question; How do you reduce Service Desk costs, improve quality, and fulfill the Service Desk mission?
We look at ISO 20000 in a fresh perspective: not as a certification endpoint in the IT Service Management Journey, but as a good place to begin representing the minimum critical activities necessary to achieve basic, overall ITSM maturity.
Often, a variety of individuals within an organization are responsible for establishing contracts with myriad Service Delivery Organizations. Without a top-down service level management approach, the end result is often unacceptable timelines for service delivery. This presentation will demonstrate the importance of starting with the business to define SLAs and creating Underpinning Agreements that support those SLAs.
Join us for an overview of ITIL 2011 updates. This session describes the scope and benefits of the updates, key changes to each core book and a high-level overview of the new processes.
IDC & Gomez Webinar --Best Practices: Protect Your Online Revenue Through Web...Compuware APM
Did you know that 85% of users complain about slow response time? Poor web application performance can directly impact your bottom line
The success of your critical eBusiness initiatives depends on your ability to deliver quality web experiences. Unfortunately, 65% of applications are not properly load tested prior to launch, resulting in lost revenue, increased support costs and brand damage. So how can you ensure success when launching new applications, adding features, deploying new infrastructure, rolling out marketing campaigns, or preparing for seasonal spikes like the holiday shopping season?
Join us as our guest speaker, Melinda Ballou, IDC’s Program Director for Application Life-Cycle Management research discusses challenges, drivers and best practices for effective web performance testing and quality life-cycle management for today’s rich and complex applications. Additional topics that Imad Mouline, Gomez’s CTO will cover in this session are:
Best practices for ensuring the success of critical eBusiness initiatives
The end-user experience and business impact of emerging web technologies like Rich Internet Applications, virtualization, cloud computing and Web 2.0
A new approach for web performance and load testing that’s easy to use, delivered on-demand, and enables you to find and fix problems before they impact customers
Who Should Watch: Line of Business and eCommerce Managers, Interactive Marketing, Brand Managers, Project Managers and IT Operations Executives.
Вебінар "Побудова Value-driven PMO" з Олексієм ШебановимE-5
Онлайн курс про побудову PMO від спікера вебінару "PMO Studio": https://bit.ly/3wqiRgL
Календар подій: http://bit.ly/3DN504M
Запис вебінару: https://youtu.be/qjQwNmxfYso
Ми в Telegram: https://t.me/E5ConsultingAndTrainings
Опис вебінару:
Чи шукаєте ви ефективний спосіб покращити управління проектами у вашій компанії? Чи хочете ви зрозуміти, як PMO (Офіс управління проектами) може стати справжньою цінністю для вашого бізнесу? Тоді вам обов'язково варто переглянути запис нашого вебінару на тему "Value-driven PMO: Побудова РМО, яке приносить цінність бізнесу." Під час вебінару ми детально розглянули ключові аспекти побудови РМО, спрямованого на максимізацію цінності для бізнесу.
А саме, поговорили на такі теми:
📌 Значення РМО для бізнесу: дізнаємося, як РМО може допомогти підвищити ефективність управління проектами і вплинути на стратегічні цілі компанії.
📌 Побудова value-driven РМО: розглянемо кроки та стратегії, необхідні для створення РМО, яке фокусується на цінності для стейкхолдерів.
📌 Ключові функції та інструменти РМО: дізнаємося про інструменти та методики, які допоможуть вам забезпечити ефективну роботу РМО та досягти бажаних результатів.
📌 Практичні поради та приклади успішних кейсів побудови РМО.
Вебінар буде корисним як проєктним менеджерам, які планують впроваджувати РМО або окремі його елементи у компанії, так і РМ, які працюють або планують переходити у компанію, де наразі відбувається побудова РМО.
A Peeps Eye view of IT Service Management: One Candy Company – Multiple Frameworks – Improving IT Services
Just Born's products may be sweeter than your organizations; Marshmallow Peeps, Hot Tamales, Mike and Ike, etc., but their IT group has the same goals and challenges as yours; improve services, demonstrate value and reduce cost.
Please join us as Bill Homlish, Sr. Technology Governance Architect for Just Born, shares his ITSM story.
Similar to CPDE - Certified Process Design Engineer Highlights (20)
SRE Roundtable with 4 DevOps Ambassadors
A roundtable conversation about Site Reliability Engineering (SRE).
Please join us as four of the DevOps Institute's Ambassadors discuss SRE.
DevOps and SRE (and a little history of Google and SRE) - Helen Beal
SRE and ITIL - Donna Knapp
Benefits of SRE - Craig Pearson
SRE and Security - Niladri Choudhuri
And then the team will answer questions for 30+ minutes. We are very interested in hearing your questions. You can tweet them to @ITSMAcademy, add to the registration form, or bring them with you and chat in during the session.
How to improve Customer and Employee Experience with IT Service ManagementITSM Academy, Inc.
Chris Gallacher, Principal Consultant, Forrester Research
How to improve Customer and Employee Experience with ITSM
Please join us as Chris Gallacher provides the latest insights on how to assess and mature your IT services and capabilities by adopting industry best practices to enhance your Customer’s Experience by evaluating and addressing your Employee’s Experience.
Donna Knapp, Curriculum Development Manager, ITSM Academy
How to Create a Great Customer Experience
A key activity in the ITIL 4 service value chain is 'engage'. One reason why this activity is particularly important is that it represents the start of the customer journey. The most successful organizations understand and master the customer journey; often by walking in their customers’ shoes and experiencing the end-to-end journey for themselves.
In this session, Donna Knapp introduces concepts from the new ITIL® 4: Drive Stakeholder Value publication including ways to optimize the customer journey and create a great customer experience.
Donna Knapp, Curriculum Development Manager, ITSM Academy
Digital has changed everything! It has enabled organizations to introduce new business models and to significantly change how they do business. Most importantly, it has changed expectations regarding the development, delivery, and use of digital technologies. Speed is crucial, but not at the expense of quality and resilience. In this session, Donna Knapp introduces concepts from the new ITIL® 4 High Velocity IT publication including new ways of thinking and working when speed (across the organization, not just in IT) is key.
Mario Vivas, CEO, River Horse
ITIL4 is out and everyone is eager to learn about the updates this release introduces. This session will summarize the key changes that ITIL4 presents with a focus on the more operational processes that organizations deliver on a day to day basis (Incident, Problem, Change and so on). The ServiceNow platform has a powerful set of baseline features and optional plugin functions that can help an organization align with the recommendations of ITIL4.
Please join us and Mario to learn about how you can start applying ITIL4 concepts in your ServiceNow implementations!
Vicki Rogers, Senior Manager of Change, Georgia Tech
Learn how Georgia Tech adopted the IT change management process (AKA change enablement practice in ITIL v4), designed to help control the life cycle of strategic, tactical, and operational changes to IT services through standardized procedures.
In this webinar, host Vicki Rogers will briefly describe and define change management and how it fits into the ITSM model, touching on changes with ITIL v4.
Please join us as Vick
Is this the End of ITIL? NO, it is the end-to-end of ITIL!ITSM Academy, Inc.
Paul Wilkinson, GamingWorks
Is this the End of ITIL? NO, it is the end-to-end of ITIL!
As we celebrate the first year anniversary of ITIL 4, enterprises are working their way to understand and clarify the full impact and value of the update. Do these questions sound familiar to you (or have you asked them yourself?):
"ITIL 4 is theoretical, how do we translate theory into practice?"
"How do you demonstrate the relevance of ITIL 4?"
"How do we get buy-in from the other stakeholders in the value chain?"
"How do we get the business to buy-in to apply effective IT governance to prioritize scarce resources against exploding demands?"
"Do we need to shift from SLAs to XLAs?"
In this session we will explore how the MarsLander Experiential Learning Workshop has been effectively used to address these challenges and show concrete, pragmatic takeaways.
And yes, Paul will be talking about their simulation, but will also unveil lots of pragmatic advice you can use to better understand the value proposition of ITIL 4.
Artificial Intelligence (AI) & The Future of Employee ServiceITSM Academy, Inc.
Dan Turchin, Astound
he bots are coming… but not to take your job. Learn how and why AI and machine learning are making humans better and how organizations like McDonald’s and adidas are delivering better service today.
Astound co-founder Dan Turchin will discuss the future of AI in IT and provide actionable tips that will guarantee your AI initiatives succeed.
Key takeaways:
How artificial intelligence is impacting IT
Why machine learning accelerates shift left strategies
How AI and natural language processing (NLP) are used to improve KPIs like MTTR, FCR, cost per ticket, and customer satisfaction
How AI-driven automation benefits the entire service lifecycle from provisioning and monitoring to incident, problem, and change management
Greg Sanker, CIO, Author, speaker and practitioner with over 30 years of global IT experience
Every organization makes changes on a daily basis, and every change has the potential to go wrong and potentially do great harm to the business. How do you balance the need to manage risk, without slowing everything to a grinding halt to go to CAB?
Thankfully, ITIL 4 has some great news, and this webinar will get you up to speed on Change Control.
What’s in it for you?
Join if you:
Want to know what’s new in ITIL4 Change Control
Have an unpopular CAB
Need help doing change management in a DevOps world
Far more than a new name for the same old thing, Change Control helps you manage changes at the speed of business.
Introducing “The V*A*L*U*E Formula: Do more with less and reduce stress"ITSM Academy, Inc.
Ken Wendle, Author, speaker, consultant and instructor
A common thread shared by almost every best practice or methodology – from ITIL to Lean to DevOps - is VALUE. Understanding, focusing on and improving our value ultimately is the most important thing any organization can do.
The V*A*L*U*E Formula - an exciting new book by Ken Wendle - explains and explores the “five essential elements of value” which work together to help individuals and organizations define, focus, augment, differentiate and deliver their full value potential.
This webinar will introduce and discuss “The V*A*L*U*E Formula” and model.
Topics and Key Takeaways:
It comes down to VALUE
Crafting a compelling Value Vision
Aspects of Alignment
Facets of Leverage and Uniqueness
Unleashing value through effective Execution
Alan Nance, FISM, Managing Partner CitrusCollab LLLP ... thought leader, innovator, creative disruptor
Service Management exists to guarantee a valuable experience to customers and colleagues. Despite years of implementing best practices, the reputation of most technology departments is below par in the eyes of business leaders.
90% of CEOs feel they aren’t meeting their customer needs.
85% of CEOs don’t think technology is performing critical functions.
One of the core reasons is that technology teams are often trapped into measuring output rather than outcome, and KPIs on activities rather than XPIs that guarantee experience.
Luckily, ITIL 4 now connects to the world of design thinking and experience management with its focus on co-creation and outcomes. But how can we include eXperience Level Agreements (XLA) effectively and quickly?
In this presentation Alan will explain all-things XLA.
DJ Schleen, DevSecOps Evangelist
You wouldn’t make changes in a production environment without testing first, so why make changes to a production pipeline and risk breaking the CI/CD process? This talk will introduce the concept of Blue/Green *pipelines* to optimize flow and continuously experiment with security toolsets without interrupting critical DevSecOps infrastructure. If you are a Continuous Delivery Architect, or are interested in minimizing interruption while integrating security toolsets this talk will resonate with you.
Mark Blanke, OwlPoint
Whether you are new to ITIL, Captains of ITIL 3 - or somewhere in between, this webinar is for you. Join us as Mark Blanke, President of OwlPoint, shares with us 5 practical steps to map where your organization is today and how to plan for your journey.
Donna Knapp, ITSM Academy's Curriculum Development Manager / Author
ITSM Academy was so excited to introduce ITIL 4 in our January webinar. We can tell our 300+ audience members were excited as well by the number of questions we did get to answer. Join us in February for an extended Q&A session and the latest ITIL 4 news.
Donna Knapp
Join us for an introduction to ITIL 4. We’ll share – at a high level – key ITIL 4 concepts and how those concepts support the management of modern IT services. If your organization is leveraging agile, lean and DevOps practices, you will like what you see in this current evolution of the ITIL framework.
Mike Orzen, Lean Technologist / Author, Donna Knapp, Curriculum Development Manager / Author
It’s been said that where there is demand there is a value stream. It seems you can’t visit an IT website these days without reading about the importance of value stream management. As Agile, Lean and DevOps practices accelerate our ability to satisfy customer demand, it’s important that ITSM professionals understand the relationship between value streams and processes.
Join Mike Orzen, author of Lean IT and The Lean IT Field Guide and Donna Knapp, author of The ITSM Process Design Guide, for a conversation about value streams and the benefits of incorporating Lean thinking into our continuous improvement efforts. Mike and Donna will set the stage and then ‘open up the mics’ for your questions about anything related to value streams and value stream mapping.
Sean Mack, CEO, xOps
There is a prevalent myth that DevOps and IT Service Management (ITSM) and the IT Infrastructure Library (ITIL) are incompatible. However this supposition has very little basis. ITIL is a framework from which you can take or leave portions you like and, in fact, this framework provides many useful paradigms for DevOps help implementations.
There’s actually wide synergy between ITIL and DevOps. If we understand ITIL as a process framework and see DevOps as, primarily, a culture of collaboration, there is no reason we cannot have a process framework integrate very well with a culture of collaboration.
This talk looks at the overlap of ITIL and DevOps and outlines some practical ways in which the DevOps philosophy can be applied to ITIL and operations process management.
Modernizing Service Management Processes with Self-Service AccessITSM Academy, Inc.
Webinar - Nick Schneider - Driven by a range of initiatives: DevOps, Digital Transformation, Modern Operations, etc - today Infrastructure and Operations organizations are experiencing growing pressure to modernize established ITSM processes and practices. The impetus is help streamline and accelerate software and service delivery to safely improve their organization’s speed, agility and responsiveness to the market. This presentation will provide real world experiences and practical guidance on how to modernize key processes with Self Service Access to safely empower software developers with autonomy, feedback loops and visibility across the end to end SDLC (Software Development Lifecycle).
Service Portfolio - Preparing for the Future of your OrganizationITSM Academy, Inc.
Presenters: Michael Cardinal
The key to effective Service Management is the definition and management of services. And the key to managing services is a robust Service Portfolio and Service Portfolio Management process. But how do you go about setting up and implementing a Service Portfolio?
This webinar helps answer that question and provide other hints and tips around Service Portfolio Management.
Status Quo or Status Whoa? with Brad Utterback, an ITSM Academy WebinarITSM Academy, Inc.
Presenter: Brad Utterback, ITSM Consultant and Trainer
Whoa is often used to "stop" motion. But it is also an idiom for something that causes us to pay attention. For example, something that's new, creative and a game changer for the business. Continual Service Improvement is a set of best practices that can help you move off the " status quo" and on to the "status WHOA" by ensuring the service organization grows and changes with the business and ensuring your people are enabled to innovate and create new ways of being effective and efficient.
Please join us as we explore in more detail the benefits of Continual Service Improvement.