This document discusses process design and improvement. It begins by defining what a process is and why they are important for organizations. It then provides tips for process design including understanding frameworks and standards, assessing maturity, defining requirements, and managing organizational change. The document recommends that process design be treated as a project and improvement be treated as a program. It emphasizes communication and leadership commitment. It introduces the Certified Process Design Engineer certification and provides information on ITSM Academy training offerings.
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.
Integrating ITSM Frameworks, Standards and Processes - ITSM Academy WebinarITSM Academy, Inc.
To successfully achieve IT Service Management (ITSM) best practices, organizations need to adopt multiple ITSM frameworks and standards.
This presentation describes when and how to integrate the most widely used ITSM frameworks and standards, such as ITIL®, COBIT, ISO/IEC 20000 and Microsoft Operations Framework (MOF).
Presentation from the 5th itSMF SEE Regional Event on title: KEY ITSM DRIVERS FOR BUSINESS SUCCESS.The conference covered more than 30 inspiring and thought-provoking sessions, and as such it was the biggest and best-ever IT Service Management programme of seminars, panel discussions and keynotes in South East Europe. (http://www.itsmf.org.rs/drupal/content/itsmf-see-2011-programme)
Online version of the presentation - http://prezi.com/lstdrvohprmp/belgrad-prezentacija/
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.
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.
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.
Integrating ITSM Frameworks, Standards and Processes - ITSM Academy WebinarITSM Academy, Inc.
To successfully achieve IT Service Management (ITSM) best practices, organizations need to adopt multiple ITSM frameworks and standards.
This presentation describes when and how to integrate the most widely used ITSM frameworks and standards, such as ITIL®, COBIT, ISO/IEC 20000 and Microsoft Operations Framework (MOF).
Presentation from the 5th itSMF SEE Regional Event on title: KEY ITSM DRIVERS FOR BUSINESS SUCCESS.The conference covered more than 30 inspiring and thought-provoking sessions, and as such it was the biggest and best-ever IT Service Management programme of seminars, panel discussions and keynotes in South East Europe. (http://www.itsmf.org.rs/drupal/content/itsmf-see-2011-programme)
Online version of the presentation - http://prezi.com/lstdrvohprmp/belgrad-prezentacija/
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.
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.
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.
In recent years, concern for quality in the ICT sector has increased, so that many companies are looking for models and certifications that allow them to demonstrate to customers and to the market their commitment to quality, industry best practices and international standards.
The first decision to be taken by a company, that wants to implement an improvement program, is the choice of process model or standard to be used as roadmap on the path of continuous improvement. On some occasions, there may be no choice to be made because, the sector itself, the requirements of a government or of large buyers have already established which is the a reference model. However, in other cases, it is necessary to define what are the business objectives of the company, and then, define the improvement project and the process model that best fits their needs.
This presentation gives an overview of the components that are part of a successful improvement program and places special emphasis on the most recognized models in the market (EFQM, ISO 9001, COBIT, People CMM, CMMI, ITMARK, IDEAL), especially the scope and structure of each one. Exercises will be presented to reinforce the theory and allow interaction with participants.
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.
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?
Recipe for a Lean IT Service by Tata Consultancy Services - European Lean IT ...Institut Lean France
Anju Saxena and Vivek Goel's presention at the European Lean IT Summit 2012. The success story of a service provider which partnered with its client, a global bank, to measurably improve customer satisfaction, quality of service and transparency in operations. 6 months after running a focused Lean project, a value chain of improved, transparent service delivery and 27% productivity savings were recorded.
More Lean IT presentations and videos on www.lean-it-summit.com
Refactoring the Organization Design (LESS2010)Ken Power
These are the presentation slides from a presentation I gave at the Lean Enterprise Software and Systems Conference 2010 (LESS 2010, http://less2010.leanssc.org/). The presentation is based around the paper I submitted that is published in the proceedings.
From the paper abstract:
Every organization has a design. As an organization grows, that design evolves. A decision to embrace agile and lean methods can expose weaknesses in the design. The concept of refactoring as applied to software design helps to improve the overall structure of the product or system. Principles of refactoring can also be applied to organization design. As with software design, the design of our organization can benefit from deliberate improvement efforts, but those efforts must have a purpose, and must serve the broad community of stakeholders that affect, or are affected by, the organization. Refactoring to agile and lean organizations demands that we have a shared vision of what the refactoring needs to achieve, and that we optimize the organization around the people doing the work.
Customers often tell us they are unhappy with their current ITSM tool solution. Some go so far as to say “we really didn’t like the previous tool either, but it is much better than the one we just implemented”. The root cause of this dissatisfaction is (usually) not the functionality of the tool itself, but in how the tool was rolled out and how expectations were communicated. Join us, as we will share insight on considerations and attributes associated with successes and failures of ITSM tool implementations….going from Strategy to Execution.
"Information needs for the lean organization" by Jean CunninghamOperae Partners
The traditional cost statements and metrics will derail a lean transformation. Standard cost systems drive production to capacity rather than customer demand. Providing simple, easy, Jean Cunningham's presentation at the 1st European Lean IT Summit held in Paris in October 2011.
Mr. Tanaka is an expert of the “Oobeya” method used to visually manage complex, transversal projects. At the European Lean IT Summit 2012, he presented his latest innovation: the “digital oobeya”, or how to combine technology and this state-of-the-art project management method in a distributed team context.
Enterey offers expert life sciences consulting by providing services which cover the areas of strategic planning, technology and implementation to regulatory, quality and compliance projects.
•Strategy / Risk Management Solutions
•Technology & Implementation Services
•Regulatory, Quality & Compliance Consulting
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.
This is the PowerPoint Presentation used by our Keynote Speaker, Sheri Wright, the Service Desk Manager of Steris Corporation, during our September, 2014 Local Chapter Meeting
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.
In recent years, concern for quality in the ICT sector has increased, so that many companies are looking for models and certifications that allow them to demonstrate to customers and to the market their commitment to quality, industry best practices and international standards.
The first decision to be taken by a company, that wants to implement an improvement program, is the choice of process model or standard to be used as roadmap on the path of continuous improvement. On some occasions, there may be no choice to be made because, the sector itself, the requirements of a government or of large buyers have already established which is the a reference model. However, in other cases, it is necessary to define what are the business objectives of the company, and then, define the improvement project and the process model that best fits their needs.
This presentation gives an overview of the components that are part of a successful improvement program and places special emphasis on the most recognized models in the market (EFQM, ISO 9001, COBIT, People CMM, CMMI, ITMARK, IDEAL), especially the scope and structure of each one. Exercises will be presented to reinforce the theory and allow interaction with participants.
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.
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?
Recipe for a Lean IT Service by Tata Consultancy Services - European Lean IT ...Institut Lean France
Anju Saxena and Vivek Goel's presention at the European Lean IT Summit 2012. The success story of a service provider which partnered with its client, a global bank, to measurably improve customer satisfaction, quality of service and transparency in operations. 6 months after running a focused Lean project, a value chain of improved, transparent service delivery and 27% productivity savings were recorded.
More Lean IT presentations and videos on www.lean-it-summit.com
Refactoring the Organization Design (LESS2010)Ken Power
These are the presentation slides from a presentation I gave at the Lean Enterprise Software and Systems Conference 2010 (LESS 2010, http://less2010.leanssc.org/). The presentation is based around the paper I submitted that is published in the proceedings.
From the paper abstract:
Every organization has a design. As an organization grows, that design evolves. A decision to embrace agile and lean methods can expose weaknesses in the design. The concept of refactoring as applied to software design helps to improve the overall structure of the product or system. Principles of refactoring can also be applied to organization design. As with software design, the design of our organization can benefit from deliberate improvement efforts, but those efforts must have a purpose, and must serve the broad community of stakeholders that affect, or are affected by, the organization. Refactoring to agile and lean organizations demands that we have a shared vision of what the refactoring needs to achieve, and that we optimize the organization around the people doing the work.
Customers often tell us they are unhappy with their current ITSM tool solution. Some go so far as to say “we really didn’t like the previous tool either, but it is much better than the one we just implemented”. The root cause of this dissatisfaction is (usually) not the functionality of the tool itself, but in how the tool was rolled out and how expectations were communicated. Join us, as we will share insight on considerations and attributes associated with successes and failures of ITSM tool implementations….going from Strategy to Execution.
"Information needs for the lean organization" by Jean CunninghamOperae Partners
The traditional cost statements and metrics will derail a lean transformation. Standard cost systems drive production to capacity rather than customer demand. Providing simple, easy, Jean Cunningham's presentation at the 1st European Lean IT Summit held in Paris in October 2011.
Mr. Tanaka is an expert of the “Oobeya” method used to visually manage complex, transversal projects. At the European Lean IT Summit 2012, he presented his latest innovation: the “digital oobeya”, or how to combine technology and this state-of-the-art project management method in a distributed team context.
Enterey offers expert life sciences consulting by providing services which cover the areas of strategic planning, technology and implementation to regulatory, quality and compliance projects.
•Strategy / Risk Management Solutions
•Technology & Implementation Services
•Regulatory, Quality & Compliance Consulting
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.
This is the PowerPoint Presentation used by our Keynote Speaker, Sheri Wright, the Service Desk Manager of Steris Corporation, during our September, 2014 Local Chapter Meeting
Create A Vision For Your Service Desk. David Wright, Director of Professional...Service Desk Institute
Part of IT Service Week 2014 'Week of Webinars'.
David explores why it's important to have clearly defined mission and vision statements and gives advice on creating a powerful, meaningful and inspiring vision for your service desk.
Every aspect of the service desk has changed in recent years: people, processes, and technology; the use of data, information, and knowledge; and, perhaps most dramatically, users. Today’s technology users are increasingly savvy and self-sufficient. In this session, we explore the strategies companies are using to address trends like social support, mobile support, self-service and self-help, BYOD, and cloud computing.
IT systems evolve at a rapid pace. What does it take to keep these mission-critical systems supported now and in the future? Learn how field service technicians are keeping pace with high-stakes, high-availability environments.
In this presentation, CompTIA’s own Dr. James Stanger interviews Bob Marlatt, information systems operations manager for the Washington State Patrol. Marlatt has worked in IT for two decades, both as a consultant and IT manager. His current responsibilities include managing the IT infrastructure for law enforcement in Washington State. You’ll learn more about how he helps ensure system uptime and how his systems make it possible for law enforcement to share vital information in real-time. He’ll also share some of the tips, tricks and traps for supporting evolving IT systems that can have an impact in your business.
Plus you can view the full webinar online at http://www.comptia.org/events/webinars/webinars-on-demand and earn CE Credit toward renewal of your CompTIA A+ certification.
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.
Putting the Pro in Process Design with Donna Knapp - an ITSM Academy WebinarITSM Academy, Inc.
Presenter: Donna Knapp, Curriculum Development Manager, ITSM Academy
Movements such as DevOps and Site Reliability Engineering (SRE) are introducing new ways of working for IT organizations. For these movements to succeed, organizations must continuously improve and in some cases completely reengineer their IT Service Management ( ITSM) processes. This session takes a modern look at process design and improvement and managing the associated culture change. Take away five key lessons learned, and five proven process design tips.
David Pultorak ISECON 2007 Keynote: IT FrameworksDavid Pultorak
IT isn not just about technology and technical acumen. People—the jobs and roles people take on in IS, and Process—the key things that need to get done, like managing changes and problems and IT infrastructure configuration, are what constitute the professional disciplines of IS, and are vital to the success of IS professionals.
With the trend towards greater expectations from business of IS professionals to run IT as a business and to demonstrate business value, the need for professional discipline in IS is becoming more and more acute. Sadly, in too many cases the bulk of the coverage is on technical acumen, and we don't do enough to ensure staff acquire the professional disciplines—the people and process disciplines—they need to excel.
In this keynote session, noted speaker, author, and educator David Pultorak will present the most important frameworks for IT Management, frameworks that spell out the people and process disciplines, and potential value of each, and will go on to challenge our audience to include coverage of these frameworks. Frameworks covered will include:
AS 8015, ASL, BiSL, CobiT, eSCM, eTOM,
Generic Framework for Information Management (PrimaVera)
IPMA Competence Baseline, ISO/IEC 20000, (formerly BS15000)
ISO 27001 (ISO 17799/BS7799), ISO 9000 (GB/T 19000)
ISPL, IT Balanced Scorecard, ITIL, ITS-CMM, ITUP
MOF, MSF, PMBoK, PRINCE2, M_o_R, MSP, Six Sigma, TickIT, TQM
About David Pultorak David Pultorak is recognized authority in IT management who has devoted 20 years to helping organizations including top Global 2000 companies get better results from their service and process management efforts. David has contributed to IT management frameworks and publications, including the IT Infrastructure Library (ITIL) and Microsoft Operations Framework (MOF). He is the author of four books, including the popular "MOF, a Pocket Guide", which has been translated into six languages. His latest book is "IT People: Doing More with Less" with Harris Kern. His articles have appeared in periodicals from Data Center Magazine to Directors Monthly, and his work has been featured on nearly every leading industry portal including BetterManagement, Data Center Management, Support World, ITSMwatch. Mr. Pultorak is a regular and passionate speaker at national and international IT events including AFCOM, AITP, CMG, HP Software Forum, HP World, HDI, itSMF, PMI, SHARE, and SIM. Mr. Pultorak was a long-time adjunct IS professor at a number of local universities in the Philadelphia area and is a founding member of the University of Pennsylvania’s Center for Organizational Dynamics (www.organizationaldynamics.upenn.edu/center). Mr. Pultorak IT certifications earning include ITIL Managers certificate, ICCP CCP, CDP, and CSP, and Microsoft MCSE.
ITIL Continual Service Improvement - ITSM Academy Webinar ITSM Academy, Inc.
We look at Continual Service Improvement phase of the ITIL V3 service lifecycle and the key processes involved in creating and maintaining value for customers through better design, introduction, and operation of services. We will discuss the various roles involved in Continual Service Improvement, along with key processes such as the 7-Step Improvement process, Service Reporting and Service Measurement.
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.
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.
We look at the Service Strategy phase of the ITIL V3 service lifecycle and the key processes that enable business and IT integration. We will discuss critical processes such as Service Portfolio Management, Business Service Management, Financial Management and Demand Management, along with key roles such as Business Relationship Manager and Product Manager.
Practical ITSMS Transformation Techniques Competency BuildingSukumar Daniel
A core element of any transformation initiative is preparing the people competencies required for achieving sustainable transformation.
This white paper describes the integrated Competency development program aimed at addressing the needs of enterprises to ensure that their people are prepared and able to transform from the traditional Technology based management style to a Customer Outcome focused Service Oriented Management style
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.
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
Key Trends Shaping the Future of Infrastructure.pdfCheryl Hung
Keynote at DIGIT West Expo, Glasgow on 29 May 2024.
Cheryl Hung, ochery.com
Sr Director, Infrastructure Ecosystem, Arm.
The key trends across hardware, cloud and open-source; exploring how these areas are likely to mature and develop over the short and long-term, and then considering how organisations can position themselves to adapt and thrive.
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
Generating a custom Ruby SDK for your web service or Rails API using Smithyg2nightmarescribd
Have you ever wanted a Ruby client API to communicate with your web service? Smithy is a protocol-agnostic language for defining services and SDKs. Smithy Ruby is an implementation of Smithy that generates a Ruby SDK using a Smithy model. In this talk, we will explore Smithy and Smithy Ruby to learn how to generate custom feature-rich SDKs that can communicate with any web service, such as a Rails JSON API.
UiPath Test Automation using UiPath Test Suite series, part 3DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 3. In this session, we will cover desktop automation along with UI automation.
Topics covered:
UI automation Introduction,
UI automation Sample
Desktop automation flow
Pradeep Chinnala, Senior Consultant Automation Developer @WonderBotz and UiPath MVP
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs.
1. Unifying Large Language Models and Knowledge Graphs: A Roadmap.
https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024Albert Hoitingh
In this session I delve into the encryption technology used in Microsoft 365 and Microsoft Purview. Including the concepts of Customer Key and Double Key Encryption.
JMeter webinar - integration with InfluxDB and GrafanaRTTS
Watch this recorded webinar about real-time monitoring of application performance. See how to integrate Apache JMeter, the open-source leader in performance testing, with InfluxDB, the open-source time-series database, and Grafana, the open-source analytics and visualization application.
In this webinar, we will review the benefits of leveraging InfluxDB and Grafana when executing load tests and demonstrate how these tools are used to visualize performance metrics.
Length: 30 minutes
Session Overview
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During this webinar, we will cover the following topics while demonstrating the integrations of JMeter, InfluxDB and Grafana:
- What out-of-the-box solutions are available for real-time monitoring JMeter tests?
- What are the benefits of integrating InfluxDB and Grafana into the load testing stack?
- Which features are provided by Grafana?
- Demonstration of InfluxDB and Grafana using a practice web application
To view the webinar recording, go to:
https://www.rttsweb.com/jmeter-integration-webinar
Neuro-symbolic is not enough, we need neuro-*semantic*Frank van Harmelen
Neuro-symbolic (NeSy) AI is on the rise. However, simply machine learning on just any symbolic structure is not sufficient to really harvest the gains of NeSy. These will only be gained when the symbolic structures have an actual semantics. I give an operational definition of semantics as “predictable inference”.
All of this illustrated with link prediction over knowledge graphs, but the argument is general.
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.