HDI Capital Area Updates and Presentation by ITSM expert Jessica Alfaro from Acuity addresses common technical and cultural roadblocks to situational awareness in IT organizations and best practices for achieving a break through.

1. Welcome!
HDI Capital Area
April 2018
Presentation and Networking Event
April 20, 2018
Beyond 20
Washington, DC

2. Thank you 2018 Sponsors!

3. HDI Capital Area
Officers
Bill Liberti, President
Ed Solis, Secretary
LaTonya Morgan, VP Programs
Monica Morrison, VP Program Logistics
Kristin Ekanger, VP Finance
Paulette Foxx-Dawodu, VP Communications
Christie Shell, VP Membership
Emil Modugno, VP Sponsorship
Andy Andrew, AVP Sponsorship
Sandy Seroskie, Chapter Advisor
Lee Weekley, Chapter Advisor
Virginia Scuderi, Leadership Council

4. Call for 2018 Capital Area Officer
NominationsVP, Content & Public Relations
* Serve as webmaster, maintain the website, social media sites and chapter content.
* Recommend and coordinate updates to website, social media and content strategy.
* Get consent from board and/or members to post items.
* Keep board apprised of changes.
* Vote on issues.
* Perform other duties pertaining to the office of webmaster as defined by HDI.
VP, Membership
* Design and implement strategies for growing membership for the local chapter.
* Keep membership records and communicate them to HDI via the local chapter program manager.
* Keep attendance records.
* Solicit new members.
* Vote on issues.
* Perform other duties pertaining to the office of VP, Membership as defined by HDI.
VP, Sponsorship (VP, Vendor Relations)
* Maintain the vendor list.
* Remain vendor neutral.
* Review current policy and update it.
* Obtain additional sponsors.
* Create partnering programs with existing or new vendors to reach out to each other’s customers.
* Find ways to introduce members to current sponsors.
* Survey each sponsor after each meeting to obtain feedback for improvement.
* Ask sponsors for program.
* Develop value proposition.
Secretary
* Take minutes at every meeting and present them to the newsletter editor and webmaster for publication in the newsletter and on the chapter website.
* Coordinate with the President to schedule Board Meetings
* Maintain chapter records.
* Communicate with HDI for information regarding upcoming national events.
* Vote on issues.

5. Congratulations Capital Area 2018
HDI Award Finalists!
From L to R: Monica Morrison,
VP of Program Logistics with
Bryan Rhoades, HDI Desktop
Support Technician of the Year
Finalist
From L to R: Sandy Seroskie,Chapter
Advisor, LaTonya Morgan, HDI
Officer of the Year Finalist and
Monica Morrison, VP of Program
Logistics

6. What’s Hot at HDI
Upcoming HDI Leadership Forums Events
• *NEW* Register for live Forum events online!! https://hdiforums.tech.ubm.com/2018/
– May 8 Virtual Sneak Peek
• 12:00 PM to 1:30 PM ET
• Cost: Free
• Attend this sneak peek to learn what to expect at the Live HDI Leadership Forum Event
in Jacksonville, FL taking place July 16-19, 2018
– 2018 HDI Leadership Forum Event
• June 11-14, 2018
• Jacksonville, FL ⎹ One Ocean Resort

7. Upcoming HDI Webinars
• Wednesday, April 25, 2018 • 11:00 – 12:00 MT
– Technology and the Service Desk: Expanding Mission, Expanding Skills
– Speakers: David Hayman, Rae Ann Bruno, Roy Atkinson
– Cost: FREE
Upcoming Events
• Introducing HDI’s powerful new event!
– Service Management World 2018
– October 15-17, 2018 ⎹ Omni Orlando Resort at ChampionsGate
– Register by May 31 to save up to $700 + get a free pre-conference workshop!
– www.SMWorld.com
What’s Hot at HDI

8. Upcoming Training Opportunities
Five days. Multiple certification courses. Ideal for support center analysts and managers, you can
come out for one course or stay the duration and get two certifications. You can mix and match.
You can bring the team. No matter your needs, we’ve got you covered. The best part? The more
people you bring and the more certifications you earn, the more you save!
• HDI Training Experience, Philadelphia, PA – July 23-27
– Warwick Hotel at Rittenhouse Square – Special Group Rates
– Book your trip by May 27 and save!
– CONTACT: Jennifer Quigley at (719) 955-8155
• HDI Training Experience, Kansas City, MO - September 17-21
– Hotel Phillips Kansas City, Curio Collection by Hilton – Special Group Rates
– Book your trip before July 23 and save!
– CONTACT: Tina Buchberger at (630) 283-5638
What’s Hot at HDI

9. Why do you HDI?
What is it about HDI that keeps you coming
back for more? Is it the support network?
The exceptional training? The unparalleled
research and resources? Your peers are
weighing in on why they love HDI, and we
want to hear from you too!
Check out why others love HDI, and submit your own video
testimonial today by visiting
www.thinkhdi.com/whyIHDI/testimonials or by downloading
the free Boast.io app and entering campaign code: WhyIHDI.

10. Agenda
12:00 noon to 12:30 PM –
Lunch and Networking
12:30 PM to 1:50 PM – Program
1:50 PM to 2:00 PM –
Survey, Prize Drawing
2:00 PM – Meeting Ends

11. Today’s
Program
Achieving True Situational Awareness with the
Service Knowledge Management System!
IT-centric businesses continue to seek out ways to maintain
service availability and reduce mission disruption despite the
processes, tools, and data available to them.
Organizational information is at their fingertips, but it’s not
centralized, organized or easy to report, so they continue to
struggle to achieve a true ITSM integration.
In this session, ITSM expert Jessica Alfaro from Acuity
addresses common technical and cultural roadblocks to
situational awareness in IT organizations and best practices
for achieving a break through.
Business managers will review the Service Knowledge
Management System (SKMS) concept and how they may use
it to enable enterprise situational awareness, reduce
downtime, and gain the knowledge needed to make proactive
decisions regarding the health of critical IT services.

12. Our
Speaker
Jessica Alfaro

13. Upcoming Meetings
Friday, May 18th,
• Will Ross will Present Be the Boss You
WANT to Work For! -12 to 2 PM
– Center on Budget and Policy Priorities
820 First Street, NE, Suite 510
Washington, DC 20002
Friday, June 15th
• Annual Networking Cruise on the Spirit of
Washington – 11:00 am to 2:00 PM

14. Achieving True Situational Awareness
with the Service Knowledge
Management System
Presented by:
Jessica Alfaro
April 20, 2018

15. About Me
• 15+ years supporting the Federal Government in multiple ITSM initiatives
• Passionate about ITSM and delivering solutions to our customers most
challenging tasks
• ITIL Expert
– Process focus: Change Management, SACM, managing across the lifecycle
– Implemented multiple CMDBs, various tool integrations
• ITSM Tools Expert
– BMC Remedy, ServiceNow
• Federal Leaders Playbook Podcast
– http://www.myacuity.com/federal-leaders-playbook-podcast/
• Hobbies
– Music, travelling and spending time with family

16. Today’s Session
• We will discuss how to:
– Identify critical components and tool integrations to build a
useful SKMS (e.g., Configuration Management System (CMS),
CMDBs, ITSM system, event monitoring, reporting, and
dashboard solutions).
– Recognize internal sponsors and champions who can help to
break down cultural silos and share "tribal" knowledge.
– Determine the proper processes and training required for
successful adoption.
– Understand how the SKMS can be used as an authoritative
source for populating operational dashboards.

17. Attitude is a little thing
that makes a big
difference
– Winston Churchill

18. ITIL Definition
The Service Knowledge Management System (SKMS) is a set of tools and databases that is used to
manage knowledge, information and data. The SKMS includes the configuration management
system, as well as other databases and information systems. The SKMS includes tools for
collecting, storing, managing, updating, analyzing and presenting all the knowledge, information,
and data that an IT service provider will need to manage the full lifecycle of IT services.
Figure 1 Architectural Layers of an SKMS (TSO, 2011).

19. • The SKMS is an aggregation of authoritative tools and
databases that provide a situational awareness view of
business services, transformed into knowledge, that enables
customer self-service and continuous improvements to the
quality and delivery of services.
• The ITSM and CMS systems are at the core of the SKMS.
• The CMS includes dependency relationships between
services, infrastructure, applications and supported business
processes.
• The CMS is integrated with security, event monitoring, and
discovery tools.
• Processes and tools are integrated and governed to provide
business intelligence and knowledge.
Definition
Practical Application

20. Practical Application
Customer Facing
Support System
SKMS Core
Process Framework

21. Methodologies and Frameworks

22. Creating a Knowledge System
• Data-to-Information-to-
Knowledge-to-Wisdom
(DIKW) is:
– A way of understanding the
relationships between data,
information, knowledge and
wisdom.
– DIKW shows how each of these
builds on each other.
Figure 2 The flow from data to wisdom (TSO, 2011).

23. Evaluating Organizational Maturity

24. Weighing the Options of an SKMS
Benefits
• View of all business services
and related business
intelligence.
• Enterprise architecture and
IT governance over tools and
processes.
• Culture shift fostering an
environment of collaboration
and sharing.
• Centralized management
reporting and organizational
knowledge portal.
• Increase in cost efficiency
enabling new innovation
investments.
• Long term commitment,
management may not see
immediate value.
• Large investment needed in
process governance, tools and
process maturity.
• Managing differing priorities,
maintaining interest and
momentum.
• Data management strategy and
approach to normalize and
integrate datasets with various
formats.
• Quantifying the ROI and strategy
for reviewing new investments.
Challenges

26. Gaining Organizational Commitment

27. Common Roadblocks to Avoid

28. 6-Steps to Achieving a Breakthrough

29. Achieving True Situational Awareness

30. Questions & Answers
Contact Information:
www.myacuity.com
jessica.alfaro@myacuity.com
LinkedIn@jessica-alfaro-3a626b12
703-766-0977
Federal Leader’s Playbook
http://www.myacuity.com/federal-leaders-playbook-podcast/