ITSM Academy Webinar - ITSM Adoption: The Ingredients of Success for Organiza...ITSM Academy, Inc.
Service Management is performed by people supported by processes and technology. While we can use the ITIL framework for the processes and various ITSM tools as the technology, we still need to support people as they adapt to the changes required for success. Why is it so difficult? Why doesn’t everyone just follow the process?
This presentation examines organizational change as it relates to ITSM. Join us as we talk about simple ingredients for improving acceptance and reducing your frustration.
What is Agile Service Management? Why Is it Important? ITSM Academy WebinarITSM Academy, Inc.
There has been a lot of buzz lately about the need for IT to be more “agile”. While the term Agile is freely used, there is not a clear definition of what “being agile” actually means, particularly in the context of IT support and service management. This webinar explores the concept of Agile Service Management and how agility helps IT service providers better meet the rapidly changing requirements of business and customers.
ITSM Academy Webinar - ITSM Adoption: The Ingredients of Success for Organiza...ITSM Academy, Inc.
Service Management is performed by people supported by processes and technology. While we can use the ITIL framework for the processes and various ITSM tools as the technology, we still need to support people as they adapt to the changes required for success. Why is it so difficult? Why doesn’t everyone just follow the process?
This presentation examines organizational change as it relates to ITSM. Join us as we talk about simple ingredients for improving acceptance and reducing your frustration.
What is Agile Service Management? Why Is it Important? ITSM Academy WebinarITSM Academy, Inc.
There has been a lot of buzz lately about the need for IT to be more “agile”. While the term Agile is freely used, there is not a clear definition of what “being agile” actually means, particularly in the context of IT support and service management. This webinar explores the concept of Agile Service Management and how agility helps IT service providers better meet the rapidly changing requirements of business and customers.
A collection of information to support your career development in IT service management. Includes whitepapers, infographics and career paths.
http://www.bcs.org/itsm
This presentation is focused on ITSM qualifications and certification schemes.
Shows the difference between Certifications for Organizations (ISO 20000 Certification schemes) and Certifications for Professionals (ISO 20000 Qualifications, ITIL Version 3 Qualifications).
The Information Revolution is transforming the nature of business. The ITIL® framework has become the most widely accepted approach to managing IT service quality and costs in a context of ever changing business requirements and increasing expectations.
Adopted and adapted by organisations of all sizes and sectors around the world, ITIL has become the de facto standard for IT Service Management.
Mark Flynn will explain the nature of the ITIL material and qualifications - ITIL origins and credentials, scope, key concepts and the benefits, costs and risks of adopting an ITIL approach.
For the ITIL experienced in the audience, this will be a useful introduction ITIL V3 which was launched earlier this year.
Attendees can expect an informative, engaging and enjoyable presentation.
Mark Flynn, founder of ITIL Consultancy organisation, Felix Maldo Ltd, has spent 21 years in the IT industry. Since 1993, he has operated exclusively in the ITIL arena, as a practitioner, trainer and consultant. He has delivered ITIL events on clients’ sites throughout the UK, Europe USA and the Far East. He is a regular presenter at professional seminars sand conferences.
ITIL ® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
ITIL Foundation Training - A guide to beginners Celtem Learning
The IT Infrastructure Library (ITIL) is a set of concepts and techniques for managing information technology (IT) infrastructure, development, and operations.Get ITIL Certification Today! Celtem Learning.
ITIL V3 Expert, Dr Geoff Harmer of Maat Consulting shows: What's new in ITIL V3? What's different from ITIL V2? New processes, new qualifications, new books. 32 Powerpoint slides. Revised Feb 2009 to reflect the full availability of all ITIL V3 qualifications including the ITIL V3 Intermediate Certificates and to include the many new ITIL V3 books published during 2008.
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.
A collection of information to support your career development in IT service management. Includes whitepapers, infographics and career paths.
http://www.bcs.org/itsm
This presentation is focused on ITSM qualifications and certification schemes.
Shows the difference between Certifications for Organizations (ISO 20000 Certification schemes) and Certifications for Professionals (ISO 20000 Qualifications, ITIL Version 3 Qualifications).
The Information Revolution is transforming the nature of business. The ITIL® framework has become the most widely accepted approach to managing IT service quality and costs in a context of ever changing business requirements and increasing expectations.
Adopted and adapted by organisations of all sizes and sectors around the world, ITIL has become the de facto standard for IT Service Management.
Mark Flynn will explain the nature of the ITIL material and qualifications - ITIL origins and credentials, scope, key concepts and the benefits, costs and risks of adopting an ITIL approach.
For the ITIL experienced in the audience, this will be a useful introduction ITIL V3 which was launched earlier this year.
Attendees can expect an informative, engaging and enjoyable presentation.
Mark Flynn, founder of ITIL Consultancy organisation, Felix Maldo Ltd, has spent 21 years in the IT industry. Since 1993, he has operated exclusively in the ITIL arena, as a practitioner, trainer and consultant. He has delivered ITIL events on clients’ sites throughout the UK, Europe USA and the Far East. He is a regular presenter at professional seminars sand conferences.
ITIL ® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
ITIL Foundation Training - A guide to beginners Celtem Learning
The IT Infrastructure Library (ITIL) is a set of concepts and techniques for managing information technology (IT) infrastructure, development, and operations.Get ITIL Certification Today! Celtem Learning.
ITIL V3 Expert, Dr Geoff Harmer of Maat Consulting shows: What's new in ITIL V3? What's different from ITIL V2? New processes, new qualifications, new books. 32 Powerpoint slides. Revised Feb 2009 to reflect the full availability of all ITIL V3 qualifications including the ITIL V3 Intermediate Certificates and to include the many new ITIL V3 books published during 2008.
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.
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf91mobiles
91mobiles recently conducted a Smart TV Buyer Insights Survey in which we asked over 3,000 respondents about the TV they own, aspects they look at on a new TV, and their TV buying preferences.
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
Builder.ai Founder Sachin Dev Duggal's Strategic Approach to Create an Innova...Ramesh Iyer
In today's fast-changing business world, Companies that adapt and embrace new ideas often need help to keep up with the competition. However, fostering a culture of innovation takes much work. It takes vision, leadership and willingness to take risks in the right proportion. Sachin Dev Duggal, co-founder of Builder.ai, has perfected the art of this balance, creating a company culture where creativity and growth are nurtured at each stage.
Essentials of Automations: Optimizing FME Workflows with ParametersSafe Software
Are you looking to streamline your workflows and boost your projects’ efficiency? Do you find yourself searching for ways to add flexibility and control over your FME workflows? If so, you’re in the right place.
Join us for an insightful dive into the world of FME parameters, a critical element in optimizing workflow efficiency. This webinar marks the beginning of our three-part “Essentials of Automation” series. This first webinar is designed to equip you with the knowledge and skills to utilize parameters effectively: enhancing the flexibility, maintainability, and user control of your FME projects.
Here’s what you’ll gain:
- Essentials of FME Parameters: Understand the pivotal role of parameters, including Reader/Writer, Transformer, User, and FME Flow categories. Discover how they are the key to unlocking automation and optimization within your workflows.
- Practical Applications in FME Form: Delve into key user parameter types including choice, connections, and file URLs. Allow users to control how a workflow runs, making your workflows more reusable. Learn to import values and deliver the best user experience for your workflows while enhancing accuracy.
- Optimization Strategies in FME Flow: Explore the creation and strategic deployment of parameters in FME Flow, including the use of deployment and geometry parameters, to maximize workflow efficiency.
- Pro Tips for Success: Gain insights on parameterizing connections and leveraging new features like Conditional Visibility for clarity and simplicity.
We’ll wrap up with a glimpse into future webinars, followed by a Q&A session to address your specific questions surrounding this topic.
Don’t miss this opportunity to elevate your FME expertise and drive your projects to new heights of efficiency.
LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...DanBrown980551
Do you want to learn how to model and simulate an electrical network from scratch in under an hour?
Then welcome to this PowSyBl workshop, hosted by Rte, the French Transmission System Operator (TSO)!
During the webinar, you will discover the PowSyBl ecosystem as well as handle and study an electrical network through an interactive Python notebook.
PowSyBl is an open source project hosted by LF Energy, which offers a comprehensive set of features for electrical grid modelling and simulation. Among other advanced features, PowSyBl provides:
- A fully editable and extendable library for grid component modelling;
- Visualization tools to display your network;
- Grid simulation tools, such as power flows, security analyses (with or without remedial actions) and sensitivity analyses;
The framework is mostly written in Java, with a Python binding so that Python developers can access PowSyBl functionalities as well.
What you will learn during the webinar:
- For beginners: discover PowSyBl's functionalities through a quick general presentation and the notebook, without needing any expert coding skills;
- For advanced developers: master the skills to efficiently apply PowSyBl functionalities to your real-world scenarios.
UiPath Test Automation using UiPath Test Suite series, part 4DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap.
The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies.
Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques
What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
Topics covered:
Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Software Delivery At the Speed of AI: Inflectra Invests In AI-Powered QualityInflectra
In this insightful webinar, Inflectra explores how artificial intelligence (AI) is transforming software development and testing. Discover how AI-powered tools are revolutionizing every stage of the software development lifecycle (SDLC), from design and prototyping to testing, deployment, and monitoring.
Learn about:
• The Future of Testing: How AI is shifting testing towards verification, analysis, and higher-level skills, while reducing repetitive tasks.
• Test Automation: How AI-powered test case generation, optimization, and self-healing tests are making testing more efficient and effective.
• Visual Testing: Explore the emerging capabilities of AI in visual testing and how it's set to revolutionize UI verification.
• Inflectra's AI Solutions: See demonstrations of Inflectra's cutting-edge AI tools like the ChatGPT plugin and Azure Open AI platform, designed to streamline your testing process.
Whether you're a developer, tester, or QA professional, this webinar will give you valuable insights into how AI is shaping the future of software delivery.
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
4. 5 V3 Manager Bridge leading to ITIL Expert Certification 17 V1/ V2 ITIL Service Manager 2 Availability Management 2 Capacity Management 2 Change Management 2 Configuration Management 2 Financial Management 2 IT Service Continuity Man 2 Problem Management 2 Release Management 2 Service Level Management 2 Service Desk & Incident Man Singles: 3.5 Release & Control 3.5 Support & Restore 3.5 Agree & Define 5 Holders of 12 credits or more are eligible for the V3 Managers Bridge and Managing Across the Lifecycle, leading to ITIL Expert Certification 3.5 Plan & Improve V2 ITIL Practitioner Clusters: 0.5 V2 – V3 Foundation Bridge 1.5 V2 ITIL Foundation Bridge Credit Bridge Certification Credit V1 / V2 Certification