Rob England, Dead Cat Syndrome by The IT Skeptic

•

2 likes•967 views

TFT presentations Tomorrow's IT Service Future Today

The document discusses strategies to prevent "Dead Cat Syndrome", which occurs when an IT project fails to achieve the intended operational readiness and organizational benefits after launch. It identifies four key strategies: 1. Establishing a warranty period where the project team remains responsible for issues. 2. Ensuring operational robustness through testing, meeting operational acceptance criteria, and establishing non-functional requirements. 3. Facilitating organizational change such as knowledge transfer, administration procedures, and escalation processes. 4. Improving communication through project liaison, service design guidance, and project support.

Business Health & Medicine

DEAD CAT SYNDROME
Rob England (The IT Skeptic)
v9

Operational Readiness
Organisational Readiness

A reduction in:
• incidents
• support calls
• problems and errors
• …and hence costs
• reputational damage
• other losses and consequences

And an increase in
• usage
• customer satisfaction
• staff morale
• return on investment

Without proper operational readiness:
• IP is lost
• operations carries a cost
• services are less stable
• support unable to respond
• changes are a higher risk
• operational failures
• risk of data loss

Four Strategies for Preventing Dead
Cat Syndrome
Warranty period
Operational robustness
Organisational change
Communication
image © Canstockphoto.com

Testing
Utility
Warranty
Operational
Acceptance
image © Canstockphoto.com

Warranty period
image © Canstockphoto.com

Operational robustness
image © Canstockphoto.com

Operational Acceptance Criteria
Non-Functional Requirements

Organisational change
• Transfer of IP
• SLAs, OLAs and UCs
• Administration roles and
procedures
• Escalation paths

Communication
Liaison
Service design
Project support
image © Canstockphoto.com

Service
design
image © Canstockphoto.com

Project support
image © Canstockphoto.com

Project persuasion
image © Canstockphoto.com

Four Strategies for Preventing Dead
Cat Syndrome
Warranty period
Operational robustness
Organisational change
Communication

Nobody deserves a
dead cat
Rob England
www.itskeptic.org
All slides © Copyright 2011-2013 Two Hills Ltd www.twohills.co.nz. All rights reserved

Operational readiness of new and improved services ensures a smooth transition from Project to Production. ITIL talks about it in a number of places, but I think Operational Readiness needs to be recognised as a practice in its own right, like any other ITIL "process". OR is not (just) about being a gatekeeper to Prod: it's about ensuring readiness throughout the lifecycle. OR provides a positive benefit for the customers, projects, development, and operations.

Mark Smalley & Dave van Herpen, ValOps

TFT presentations Tomorrow's IT Service Future Today

This presentation explores the recent evolution of multidisciplinary approaches. We've seen Agile being used to develop new software releases better, quicker and cheaper than before by involving the business in iterative and incremental development activities. This often resulted in a backlog of potentially shippable releases waiting for the high-procedure IT Ops department to get around to deploying them. So folk used DevOps to get the deployment process sorted out by working on highly-automated continuous integration and deployment. Great! We've got the functionality into production! But wait - where's the value? Amazing as it seems after this Agile and DevOps revolution, no business benefits have been realized. Value is only actually realized when the users use their information systems effectively and efficiently. Organization lose on average 7.6% productivity due to IT issues and almost half of this is caused by poor use. Take a moment to reflect on your own business users. Do you believe that they could get more value out of investments in IT? Do you think that they really understand the data in the systems and are not making costly mistakes based on misinterpretation? Is anybody monitoring how well the information systems are being used and helping users proactively? This is unfortunately often not the case. So after improving development and deployment of application releases, the next step is to improve how information systems are actually used. Just as Agile has facilitated closer collaboration between the business and IT for development, and DevOps has done the same for development and IT operations, there’s now a call to action to close the IT value circle by improving how IT operations and the business collaborate. The key word here is engaged. Follow this presentation to learn more...

How To Drive A Successful ServiceNow Implementation

Aspire Systems

What's the value proposition in adding automation/orchestration on top of Ser...

Ayehu Software Technologies Ltd.

Watch the webinar recording here- http://youtu.be/YpyI6RL4CGA You've heard about automating ticket creation in ServiceNow. Perhaps you've also heard that you can automate incident remediation for alerts generated outside ServiceNow. So is it worthwhile adding automation/orchestration on top of your ServiceNow instance? This webinar recording will answer this question, and provide examples of how automation can be deployed in your ServiceNow environment. For more information please visit us at: www.ayehu.com

ServiceNow ITSM Overview

Jade Global

Service Now.Com Cio Presentationcjurges

Swasen Introduction

swamysenthil

Prism-IND Windchill ESI

Prism-IND

1)Do you want to improve workflow efficiency across departments in your organization? 2) Do you want to prevent service outages and maximize operational agility? 3) Do you want your IT resources to focus on business goals? Know how ServiceNow is changing the way people work! Learn more on how ServiceNow is redefining traditional cloud architecture and understand the tangible cost benefits your organization begets with this single window, automated enterprise platform. This is ROADMAP 101 to ServiceNow.

The Service-Oriented Enterprise with ServiceNow

Aspediens

Every department in the enterprise is a service provider. While service relationships are well defined and automated within IT, they are often inefficient, unstructured or non-existent in other enterprise service domains. Georg Maureder, Solution Architect EMEA at ServiceNow will tell you how savvy IT leaders view this as an opportunity to help their business peers replace inefficient email-based service request and fulfilment processes with a proven IT service model.

Indus productization-brief

indusaviation

Expect More Value. Get More Value.

Riverbed Technology

Today’s IT organizations are being pressured to do more with less. Manage more applications, data, users, and devices with fewer internal resources. Execute complex IT initiatives on flat, year-over-year budgets. And above all, extract as much value from the IT investments they’ve already made. It’s this last notion of getting more value that is the focus of our discussion today. Riverbed customers should always expect more value. And we’re committed to ensuring they get it.

Jan Oeberg, ITAMOrg: New IT Asset Management Organization launched (TFT14 Sum...

TFT presentations Tomorrow's IT Service Future Today

1E and Servicenow integration

Ambareesh Kulkarni

Lavacon 2014: But will it fit in my bathroom? Creating a single interface for...

Mark Peterson

Much presale information was treated as literature rather than content. Customers needed to search on any device for products that had the dimensions and styling they needed to fit their bathroom or kitchen, but many of the critical dimensions were buried and unsearchable. So Kohler Company created an XML database using web-based X-Forms for input, X-Queries for search, XSL for output, and Windchill roles for data access. Now, changes are made only once by the data owner. Content is accessible by user role. People can search for data without opening PDFs, and outputs can be tailored to the user’s task and preference.

PTC Acquires Leading Internet of Things Platform Provider ThingWorx

PTC

SAP INTEGRATIONS WITH SERVICENOW

Aspediens

Better Together: The Winning Strategy of Unified Ownership - AppSphere16

AppDynamics

Hear how AppDynamics helps diverse departments work better together. Natural departmental borders are relaxing as collaboration opportunities become more visible and realistic. This session will explore strategies and use cases implemented in a traditional satellite broadcast company that encourages and enables employees to exceed the demands of a hyper complex, interdependent, interactive streaming platform while driving continued improvements and efficiencies. Executives; product, marketing, and engineering teams; and all tiers of operations benefit from specific, targeted business insight essential to maintain, measure, analyze, react, and evolve toward continuous improvement on brand protection, customer behavior, and satisfaction. Learn how AppDynamics is part of the engine that supports moving from the inefficient model of manual escalations between independent groups and pushing toward first-touch resolution and automated notifications and escalations. See examples of how teamwork is encouraged with meaningful performance measurements that are within the scope of influence for each department, while simplifying and promoting the symbiotic nature of winning together. For more information go to: www.appdynamics.com

Key criteria for choosing APM solutions for the next normal: analysis of surv...

eG Innovations

Historically, Application Performance Monitoring (APM) tools have mainly been focused on providing code level visibility for web applications. IT managers have had to deploy these solutions to complement infrastructure monitoring solutions to get end-to-end visibility across applications and services. To understand how the APM needs of organizations have evolved in the next normal, eG Innovations and DevOps Institute conducted a survey. Over 900 software professionals - DevOps engineers, SREs, ITOps teams and system admins – shared their knowledge and thinking. We’ve invited Eveline Oehrlich, Chief Research Officer at DevOps Institute and ex-Forrester VP and Research Director to join us to dissect the results of this survey. Eveline will share her experiences and knowledge within the APM space, discuss trends and will discuss what the future of APM should look like. Also joining the discussion will be Arun Aravamudhan, Head of Java APM and Web Products and web products at eG Innovations. We are looking forward to you joining this webinar. Here are some highlights on what we will cover: - Why APM is no longer just about code-level analysis - The need for converged application and infrastructure monitoring - The strategy for Kubernetes and cloud monitoring in the next normal - The challenges with native cloud monitoring options - Application performance management has gained management attention Register now and learn the current state of APM adoption and how business needs in the next normal will change how APM should be leveraged.

Servicenow getting started with automation webinar 18 aug 2020

ServiceNow1

Ll Bean Modernizes And Transforms Itsm Using Service Now 7 17 12 (2)

diannadams

My path to you

Henri Moufettal

Mike Siegler at INCOSE Minneapolis, 2014Etherios

IT-as-a-Service: Ushering the New Era of Service Aware Cloud - Session Sponso...

Amazon Web Services

After many years of being the organization that was perceived as "big brother" or "blocker", IT now has a unique opportunity to become the enabler of agility for its cohorts. Join us for this session where we discuss current industry trends around the role of IT in cloud service management and take a peek into our crystal ball to see what future may look like. Speaker: Utpal Thakrar – Senior Product Manager, ServiceNow

ITIL ServiceNow offerings

Vijayananda Mohire

Business Analysis: Use cases, BABOK, CoBIT, ITIL, ServiceNow, TCO, Feature-benefits, Monte carlo simulation, Stakeholder views, business models IT / Engineering Strategy and Transformation design: Sales, Marketing, IT strategies, E-commerce, Mobile ads, Quality and Health standards, Compliances Enterprise Architecture (EA) design and development:EA tools, TOGAF, Govt. IT framework, Datacenter best practices, use of Cloud and mobile apps, Data mining tools, Big Data Technology Audit services:Due diligence, fact finding, time and data analysis, anomaly detection, documenting and reporting

Lean data center, a telco experience by Andrea Pinnola, Telecom Italia

Institut Lean France

Applying cmm model to asset information managementARC Advisory Group

How «Toyota Way» principles guided the architecture of Toyota’s product datah...

Institut Lean France

Enterprise application integration is a headache for many IT organizations especially when different legacy applications are involved. The presentation will illustrate how several «Toyota Way» principles are applied within the Enterprise Architecture department of Toyota Motor Europe to guide the design of integration solutions. These will be practically illustrated using Toyota’s product datahub as an example case. The presentation will elaborate on the product datahub’s REST API as a mechanism for provisioning product data to internal IT applications. The talk will conclude with some reflection and «lessons learned» from the first implementation of the product datahub as we’re expanding its utilization into the cloud.

HGConcept-ITAM-DesignHGConcept Inc.

ServiceNow by eStomi - ITSM & BSM Consulting

eStomi Technologies

Our team has implemented several Helpdesk, ITSM & BSM projects and has a vast global experience. Our team comprises of highly qualified and certified professionals such as Helpdesk and ITSM Practitioners, who are obsessed to deliver business solutions and services. eStomi has partnered with BMC and Clarive to provide professional services. eStomi also is – - India’s first and the only certified OTRS System Integrator Partner. - India’s first and the preferred ITRP Partner. - India’s first and the only iTop Partner. - Bangalore’s first and the only Wolken Partner.

What's hot

Roadmap 101 of the ServiceNow business platform

Sheetal Kale

The Service-Oriented Enterprise with ServiceNow

Aspediens

Indus productization-brief

indusaviation

Expect More Value. Get More Value.

Riverbed Technology

Jan Oeberg, ITAMOrg: New IT Asset Management Organization launched (TFT14 Sum...

TFT presentations Tomorrow's IT Service Future Today

1E and Servicenow integration

Ambareesh Kulkarni

Lavacon 2014: But will it fit in my bathroom? Creating a single interface for...

Mark Peterson

PTC Acquires Leading Internet of Things Platform Provider ThingWorx

PTC

SAP INTEGRATIONS WITH SERVICENOW

Aspediens

Better Together: The Winning Strategy of Unified Ownership - AppSphere16

AppDynamics

Key criteria for choosing APM solutions for the next normal: analysis of surv...

eG Innovations

Servicenow getting started with automation webinar 18 aug 2020

ServiceNow1

Ll Bean Modernizes And Transforms Itsm Using Service Now 7 17 12 (2)

diannadams

My path to you

Henri Moufettal

Mike Siegler at INCOSE Minneapolis, 2014Etherios

IT-as-a-Service: Ushering the New Era of Service Aware Cloud - Session Sponso...

Amazon Web Services

ITIL ServiceNow offerings

Vijayananda Mohire

Lean data center, a telco experience by Andrea Pinnola, Telecom Italia

Institut Lean France

Applying cmm model to asset information managementARC Advisory Group

How «Toyota Way» principles guided the architecture of Toyota’s product datah...

Institut Lean France

What's hot (20)

Roadmap 101 of the ServiceNow business platform

The Service-Oriented Enterprise with ServiceNow

Indus productization-brief

Expect More Value. Get More Value.

Jan Oeberg, ITAMOrg: New IT Asset Management Organization launched (TFT14 Sum...

1E and Servicenow integration

Lavacon 2014: But will it fit in my bathroom? Creating a single interface for...

PTC Acquires Leading Internet of Things Platform Provider ThingWorx

SAP INTEGRATIONS WITH SERVICENOW

Better Together: The Winning Strategy of Unified Ownership - AppSphere16

Key criteria for choosing APM solutions for the next normal: analysis of surv...

Servicenow getting started with automation webinar 18 aug 2020

Ll Bean Modernizes And Transforms Itsm Using Service Now 7 17 12 (2)

My path to you

Mike Siegler at INCOSE Minneapolis, 2014

IT-as-a-Service: Ushering the New Era of Service Aware Cloud - Session Sponso...

ITIL ServiceNow offerings

Lean data center, a telco experience by Andrea Pinnola, Telecom Italia

Applying cmm model to asset information management

How «Toyota Way» principles guided the architecture of Toyota’s product datah...

Viewers also liked

HGConcept-ITAM-DesignHGConcept Inc.

ServiceNow by eStomi - ITSM & BSM Consulting

eStomi Technologies

HGConcept-CMDB-Service DesignHGConcept Inc.

SplunkLive! Austin Customer Presentation - Xerox

Splunk

HGConcept-ITOM-Service Centric OperationsHGConcept Inc.

Zenoss & ServiceNow Integration - Incident Management & CMDB

Zenoss

SACM Workshop Best Practice and Road Map Implementation Process Guide - PL Co...Phil Tishberg

18BC03_Discovery_Enables_Accurate_CMDB_Hinkle_DiscoverFinancialTim Hinkle

Kpi asset managementremaphemiller

Viewers also liked (9)

HGConcept-ITAM-Design

ServiceNow by eStomi - ITSM & BSM Consulting

HGConcept-CMDB-Service Design

SplunkLive! Austin Customer Presentation - Xerox

HGConcept-ITOM-Service Centric Operations

Zenoss & ServiceNow Integration - Incident Management & CMDB

SACM Workshop Best Practice and Road Map Implementation Process Guide - PL Co...

18BC03_Discovery_Enables_Accurate_CMDB_Hinkle_DiscoverFinancial

Kpi asset management

Similar to Rob England, Dead Cat Syndrome by The IT Skeptic

Flatirons.NEXT - EMC Southern California User Group

Flatirons Solutions®

Comcast, Integra LifeSciences, LPL Financial, and Smucker's - Doing Your ERP ...

Oracle

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.

Tier program services, by Dana Smith. Data Center Summit

DCC Mission Critical

Uptime Institute, an independent division of The 451 Group, provides education, publications, consulting, certifications, conferences and seminars, independent research, and thought leadership for the enterprise data center industry and for data center professionals. / El Uptime Institue es una división independiente de The 451 Group, provee educación, publicaciones, consultoría, certificaciones, conferencias y seminarios, investigación independiente, y un fuerte liderazgo en la industria de los centros de datos

Daemon Software and Services - Introduction & Company ProfileDaemonMarketing

Overcoming Barriers to the Cloud

Andy Milsark

Good IT Project Management

William Francis

More databases. More hackers.

Imperva

Is your database environment growing rapidly? Is your organization at greater risk from outside hacks and compromised user accounts? An organization needs to know how to effectively monitor databases in order to prevent data loss, and significantly reduce the time to discover security risks and minimize potential damage. View this presentation and learn how to: - Detect and block cyber security events in real-time - Protect large and diverse database environments - Extend data monitoring to your Big Data and AWS environments - Simplify compliance enforcements and reporting

Choosing and Using Cloud Services with SharePoint

Deploy Software Solutions ("Deploy Solutions")

Business processes in the cloud

Lykle Thijssen

Database Security, Better Audits, Lower Costs

Imperva

The complexity of implementing and maintaining IBM Guardium or a native audit solution within an enterprise environment can quickly run into trouble. Escalating costs, manularity, and gaps in coverage put your company at risk of a failed audit or data breach. This presentation will share the experiences of Imperva customers who have moved from native audit or Guardium to Imperva SecureSphere for database audit and protection (DAP). Viewers will leave with an understanding of: - Security and compliance factors that organizations should consider - The methods of deployment within an enterprise environment - The monetary and human costs associated with each DAP architecture

Implats Cloud Journey

Paul Cooper

Clover Infotech Corporate PPT

Swetha Elias

Extending Microsoft Dynamics CRM with Integrations, Customizations and Reporting

Emtec Inc.

Demystifying Cost and Implementation Challenges with Adaptive Insights

Adaptive Insights

Marlabs Capability Overview: Insurance

Marlabs

Krome Technology In a Nutshell

Krome Technology

We believe positive attitude and team work not only enhances the way we do things – it redefines the way we live our lives. Our clients and partners share our passion and they look upon us to help them get the most from the engagement. Here's a glimpse of why Krome Technology is the on-stop-shop solution for your business needs, - Oracle E-Business Suite - Business Intelligence - Oracle Managed Services - Oracle Application Express (APEX) - Salesforce.com® Consulting - Mobile App Development - E-Learning Solutions - Custom Application Development (Cloud & Web) - Big-Data & Analytics Solutions We invest time to understand each of our clients’ needs and then craft a solution that improves their business. We are a remarkable team of passionate thinkers and doers with unparalleled experience and are known for pushing the limits on each and every engagement.

The Cloud 101: Benefits, Risks, & Budgeting for 2016

Net at Work

If your business is like many leading companies today, Cloud computing has become, or will soon become, an important part of your IT strategy. Yet moving important, even critical functions outside your organization's infrastructure presents benefits, risks and budgeting constraints. Join this complimentary webinar where the experts at WISS and Net@Work will discuss the key areas when considering migration to the Cloud. The joint presentation will provide insightful advice, guidance and examples from both an IT and financial perspective. Topics will include: Introduction to the Cloud - What the Cloud is and is not Why Invest - Why now could be the ideal time to invest in the Cloud The Advantages & Challenges of moving to the Cloud Steps to a Cloud Switchover & What Will It Look Like - Assessment, User journey, expected timeline, resource requirements and more Case Studies - Real life Cloud migration scenarios Budgeting - How to budget for investing in technology next year and things to consider

Oracle Retail Merchandising System – Stay ahead in the marketplace

aspiresystem

PeopleSoft FSCM 9.2 Webinar PresentationEmtec Inc.

Similar to Rob England, Dead Cat Syndrome by The IT Skeptic (20)

Flatirons.NEXT - EMC Southern California User Group

Comcast, Integra LifeSciences, LPL Financial, and Smucker's - Doing Your ERP ...

IDC & Gomez Webinar --Best Practices: Protect Your Online Revenue Through Web...

Tier program services, by Dana Smith. Data Center Summit

Daemon Software and Services - Introduction & Company Profile

Overcoming Barriers to the Cloud

Good IT Project Management

More databases. More hackers.

Choosing and Using Cloud Services with SharePoint

Business processes in the cloud

Database Security, Better Audits, Lower Costs

Implats Cloud Journey

Clover Infotech Corporate PPT

Extending Microsoft Dynamics CRM with Integrations, Customizations and Reporting

Demystifying Cost and Implementation Challenges with Adaptive Insights

Marlabs Capability Overview: Insurance

Krome Technology In a Nutshell

The Cloud 101: Benefits, Risks, & Budgeting for 2016

Oracle Retail Merchandising System – Stay ahead in the marketplace

PeopleSoft FSCM 9.2 Webinar Presentation

More from TFT presentations Tomorrow's IT Service Future Today

Christophe Capel, The 'Do It Yourself' Service Desk

TFT presentations Tomorrow's IT Service Future Today

According to Forrester, 72% of customers prefer to self-serve to answer their questions. Christophe Capel will demonstrate how Atlassian’s IT team built a self-service desk for its legal team to maximize its efficiency and add more value to the business. Atlassian’s self-service desk enabled it to cope with a two-fold increase in service requests by automating business processes and workflows, creating a self-service catalog to reduce the team’s workload, and prioritizing high-impact requests and issues.

James Gander, The Service Desk Is Dead – Again!

TFT presentations Tomorrow's IT Service Future Today

#TFT14 Amy Donahue - Technology for a culture of abundance

TFT presentations Tomorrow's IT Service Future Today

The evolution of technology has far outpaced our cultural mindset. Many people in modern, tech-prevalent cultures are choking on the detritus of busyness and abundance, while many more still struggle with basic needs. Too often technology exacerbates or obscures this problem instead of helping us solve it, because our models of value are outdated, incomplete and transparent. With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7

#TFT14 Ryan Ogilvie - what the hell is IT doing?

TFT presentations Tomorrow's IT Service Future Today

#TFT14 Dan Lee Customer Experiences

TFT presentations Tomorrow's IT Service Future Today

#TFT14 Peter Lijnse Business Relationship Management Love

TFT presentations Tomorrow's IT Service Future Today

For years, we have been talking about Business-IT alignment and to be honest, limited organisations have successfully accomplished that. In most organisations, the relationship is "dry", which causes friction. We are getting to the point where we need to realize that the love between the business and IT requires more than just alignment... With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7

#TFT14 Rajesh Gundurao and Firosh Poochaly, Technology Trends and Impact to ITIL

TFT presentations Tomorrow's IT Service Future Today

#TFT14 James Woodward ITIL v Reality

TFT presentations Tomorrow's IT Service Future Today

#TFT14 Mark Smalley, My Favorite IT Paradigms

TFT presentations Tomorrow's IT Service Future Today

#TFT14 Mark Fitzgerald, Making sense out of information chaos

TFT presentations Tomorrow's IT Service Future Today

The challenge of today is not finding information, it is making sense of it and determining if it is relevant or not. All of our efforts of categorizing and structuring data maybe as problematic as the amount of data itself. Let's talk about knowledge assessment rather than knowledge management. With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7

#TFT14 Korrine Jones, Virtual Reality

TFT presentations Tomorrow's IT Service Future Today

Many ITSM teams are collectives of internal staff, partners and vendors dispersed across space, organisational boundaries and time. However, only a small proportion of our virtual ITSM teams are successful in achieving high levels of productivity and performance. A key challenge to performance is building real trust across the extended team. Drawing on a range of real case studies, this presentation provides a range of key tips for overcoming the challenges and creating high performing virtual, dispersed and remote teams. With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7

#TFT14 Kiran Pabbathi, Top 5 issues in ITSM consulting

TFT presentations Tomorrow's IT Service Future Today

Today many ITSM consultants (all over the world) are facing numerous challenges and issues in ITSM consulting projects (process consulting and tool consulting), because of the increasing complexity in IT environment and ever-changing demands from the clients. And this presentation identifies the top 5 issues in ITSM consulting projects, the presenter would discuss these issues, its respective solutions and mitigation methods. With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7

#TFT14 Simone Jo Moore, A novel way of leading

TFT presentations Tomorrow's IT Service Future Today

TFT13 - Ian Aitchison, Approaching the Event Horizon

TFT presentations Tomorrow's IT Service Future Today

Doesn't IT feel as if everything is about to change? And that you are the ones who can change it Join Ian Aitchison as he describes how Process is becoming Physical, how re-thinking ITIL Event Management actually provides the key to changing the future of IT Service Management, and how dramatic shifts in current and pending technology have the potential to take us beyond the tipping point - into a new world of User Oriented IT. Not just ideas and inspiration, this session contains practical examples of re-shaping 'back-end' ITIL activities into measurable improvements in IT Customer productivity. If you don't engage now. You might not be engaged tomorrow. For more about TFT please visit www.tomorrowsfuturetoday.com Submit to speak at #TFT14 here: list.ly/list/7Pn-tft14-february-2014

TFT13 - Claire Brereton, Eau de 20000 - The Essence of ITSM

TFT presentations Tomorrow's IT Service Future Today

Service Management has had a global standard since 2005. Uptake is now rocketing in many parts of the world. I think of ISO 20000 as the 'essence of great service management' distilled down into just a few pages. This session will look at how organisations and their customers can benefit from ISO 20000. This is not necessarily through certification. Big is not always beautiful as far as standards are concerned, so I will discuss a 'lite' approach for smaller organisations, and also look at synergies between ISO 20000 and other quality initiatives. The session is for all those who think that there may be value for them in the standard and for those who really aren't sure. To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.com Submit to speak at #TFT14 here: list.ly/list/7Pn-tft14-february-2014

TFT13 Saurabh Dubey, The Practical Side of Configuration Management (Addition...

TFT presentations Tomorrow's IT Service Future Today

Saurabh presented these slides as a stand-in for Sean McClean who was unable to appear in his scheduled time slot (but did record later and you will find his slides in this channel) This presentation looks at configuration management and practical tips for ITSM practitioners. To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.com Submit to speak at #TFT14 here: list.ly/list/7Pn-tft14-february-2014

TFT13 - Simone Jo Moore, Communication Waves, A Very Human Business

TFT presentations Tomorrow's IT Service Future Today

This is a life skill as much as a business skill that all individuals use. If communicating with impact and influence was so easy, everyone would be effective communicators. Have you ever wanted to manipulate your way into and out of any conversation? If you said yes, then vote for this topic and learn to understand and use this dynamic yet simple communication exchange that happens between people. There is a natural tension that builds when you see a person approaching you and whether the energy fades into nothing or becomes a ride-able wave depends on your skill to find the sweet spot. We’re Professional Communicators, not blind, standard break-fix auto-bots. To manage services and expectations, we need the skill to communicate clearly, concisely and deliver understanding of our services, its impacts on the customer and the business overall. Increase your skill for maximum balance, stability and manoeuvrability in your conversations. You’ll create easier and more productive relationships with your customers, team mates and managers. But watch out, you still may wind up eating sand! To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.com

TFT13 - Saurabh Dubey, Outside the Box of IT

TFT presentations Tomorrow's IT Service Future Today

With thanks to Cherwell Software. Please visit http://bit.ly/tftCherwell for a short 2 minute video. Synopsis: A woman is found dead in a closed room, with a broken window. CSU team walks - can we break down the service they are about to perform using the ITIL framework? A pair of detectives have been following an undercover informant all day long, when he meets his hunted mafia boss - "Call for Backup - I'm going in.", shouts the lead and runs in. Within minutes, the place is swarming with cop cars. Does this sound like Major Incident Management? Most Americans keep a small backpack, with their very essential things, close to the quickest exit path from their houses. Some even test it once in a while. And there are some that include a 'zombie destruction kit' in it. Is it just me, or does this sound like preparing for service continuity - if the service was to survive. In this discussion, let's see if there are concepts of ITIL framework that are valid outside the scope of IT and can help improve the business itself, among other things. To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.com

TFT13 - Shane Carlson, Augmented Human - Your Cell Phone Thinks You're An Ass...

TFT presentations Tomorrow's IT Service Future Today

With thanks to Cherwell Software. Please visit http://bit.ly/tftCherwell for a short 2 minute video. Your cell phone thinks you're an @$$-hole: (The importance of Human BE-ing in your digital personas). Trust is quickly becoming the de-facto currency of the brave new digital world. In order to achieve trust, we must strive to be as authentic in our digital dealings as we try to be in our physical dealings (Maybe even more so given the permanence of our digital footprints). As we augment our humanity more each day with technology, it becomes incredibly important to ensure we continue to embrace those qualities which make us human and perfectly imperfect. Technology can take us to incredible heights personally and professionally, now with big data, social graphs, digital sensors, connected systems, frictionless sharing, digital influence and mobility, your life has become very transparent. In this session we will explore common digital transgressions and ways of restoring Human BE-ing to your daily digital interactions through trust, connectedness, mindfulness, digital emoting and defence against the dark arts of digital douche-baggery. To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.com

TFT13 - Dave Van Herpen, Agile and ITSM

TFT presentations Tomorrow's IT Service Future Today

In ITSM & IT ops we tend to consider "the Agile movement" as a threat. Not as an opportunity. I will prove that this attitude is wrong. I have practical examples/cases where Agile techniques work smoothly in IT support and operations. They include Agile CSI, Kanban for handling "cases" (see IT Skeptic's S+C), Planning Poker in Change Management and more. In addition, I will show some practical examples how ITSM can realize more customer (business) value by better collaboration between dev and ops, of course not at the cost of continuity. To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.com

Recently uploaded

Buy Verified PayPal Account | Buy Google 5 Star Reviews

usawebmarket

Buy Verified PayPal Account Looking to buy verified PayPal accounts? Discover 7 expert tips for safely purchasing a verified PayPal account in 2024. Ensure security and reliability for your transactions. PayPal Services Features- 🟢 Email Access 🟢 Bank Added 🟢 Card Verified 🟢 Full SSN Provided 🟢 Phone Number Access 🟢 Driving License Copy 🟢 Fasted Delivery Client Satisfaction is Our First priority. Our services is very appropriate to buy. We assume that the first-rate way to purchase our offerings is to order on the website. If you have any worry in our cooperation usually You can order us on Skype or Telegram. 24/7 Hours Reply/Please Contact usawebmarketEmail: support@usawebmarket.com Skype: usawebmarket Telegram: @usawebmarket WhatsApp: +1‪(218) 203-5951‬ USA WEB MARKET is the Best Verified PayPal, Payoneer, Cash App, Skrill, Neteller, Stripe Account and SEO, SMM Service provider.100%Satisfection granted.100% replacement Granted.

Building Your Employer Brand with Social Media

LuanWise

Presented at The Global HR Summit, 6th June 2024 In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.

VAT Registration Outlined In UAE: Benefits and Requirements

uae taxgpt

Bài tập - Tiếng anh 11 Global Success UNIT 1 - Bản HS.doc

daothibichhang1

Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challenges

Holger Mueller

Brand Analysis for an artist named Struan

sarahvanessa51503

In the Adani-Hindenburg case, what is SEBI investigating.pptx

Adani case

Adani SEBI investigation revealed that the latter had sought information from five foreign jurisdictions concerning the holdings of the firm’s foreign portfolio investors (FPIs) in relation to the alleged violations of the MPS Regulations. Nevertheless, the economic interest of the twelve FPIs based in tax haven jurisdictions still needs to be determined. The Adani Group firms classed these FPIs as public shareholders. According to Hindenburg, FPIs were used to get around regulatory standards.

Agency Managed Advisory Board As a Solution To Career Path Defining Business ...

Boris Ziegler

Improving profitability for small business

Ben Wann

In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.

LA HUG - Video Testimonials with Chynna Morgan - June 2024

Lital Barkan

Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯 We will dig deeper into: 1. How to capture video testimonials that convert from your audience 🎥 2. How to leverage your testimonials to boost your sales 💲 3. How you can capture more CRM data to understand your audience better through video testimonials. 📊

Recruiting in the Digital Age: A Social Media Masterclass

LuanWise

Exploring Patterns of Connection with Social Dreaming

Nicola Wreford-Howard

Affordable Stationery Printing Services in Jaipur | Navpack n Print

Navpack & Print

Company Valuation webinar series - Tuesday, 4 June 2024

FelixPerez547899

Set off and carry forward of losses and assessment of individuals.pptx

HARSHITHV26

Organizational Change Leadership Agile Tour Geneve 2024

Kirill Klimov

Cracking the Workplace Discipline Code Main.pptx

Workforce Group

Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations. Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration. Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures. In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn • Four (4) workplace discipline methods you should consider • The best and most practical approach to implementing workplace discipline. • Three (3) key tips to maintain a disciplined workplace.

Premium MEAN Stack Development Solutions for Modern Businesses

SynapseIndia

3.0 Project 2_ Developing My Brand Identity Kit.pptx

tanyjahb

Meas_Dylan_DMBS_PB1_2024-05XX_Revised.pdf

dylandmeas

Recently uploaded (20)

Buy Verified PayPal Account | Buy Google 5 Star Reviews

Building Your Employer Brand with Social Media

VAT Registration Outlined In UAE: Benefits and Requirements

Bài tập - Tiếng anh 11 Global Success UNIT 1 - Bản HS.doc

Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challenges

Brand Analysis for an artist named Struan

In the Adani-Hindenburg case, what is SEBI investigating.pptx

Agency Managed Advisory Board As a Solution To Career Path Defining Business ...

Improving profitability for small business

LA HUG - Video Testimonials with Chynna Morgan - June 2024

Recruiting in the Digital Age: A Social Media Masterclass

Exploring Patterns of Connection with Social Dreaming

Affordable Stationery Printing Services in Jaipur | Navpack n Print

Company Valuation webinar series - Tuesday, 4 June 2024

Set off and carry forward of losses and assessment of individuals.pptx

Organizational Change Leadership Agile Tour Geneve 2024

Cracking the Workplace Discipline Code Main.pptx

Premium MEAN Stack Development Solutions for Modern Businesses

3.0 Project 2_ Developing My Brand Identity Kit.pptx

Meas_Dylan_DMBS_PB1_2024-05XX_Revised.pdf

Rob England, Dead Cat Syndrome by The IT Skeptic

1. ROB ENGLAND Dead Cat Syndrome

2. DEAD CAT SYNDROME Rob England (The IT Skeptic) v9

3. Operational Readiness Organisational Readiness

4. A reduction in: • incidents • support calls • problems and errors • …and hence costs • reputational damage • other losses and consequences

5. And an increase in • usage • customer satisfaction • staff morale • return on investment

6. Without proper operational readiness: • IP is lost • operations carries a cost • services are less stable • support unable to respond • changes are a higher risk • operational failures • risk of data loss

8. Four Strategies for Preventing Dead Cat Syndrome Warranty period Operational robustness Organisational change Communication image © Canstockphoto.com

11. Who owns it in the warranty period?

13. Operational Acceptance Criteria Non-Functional Requirements

15. Organisational change • Transfer of IP • SLAs, OLAs and UCs • Administration roles and procedures • Escalation paths

22. Four Strategies for Preventing Dead Cat Syndrome Warranty period Operational robustness Organisational change Communication

Rob England, Dead Cat Syndrome by The IT Skeptic

Recommended

Recommended

More Related Content

What's hot

What's hot (20)

Viewers also liked

Viewers also liked (9)

Similar to Rob England, Dead Cat Syndrome by The IT Skeptic

Similar to Rob England, Dead Cat Syndrome by The IT Skeptic (20)

More from TFT presentations Tomorrow's IT Service Future Today

More from TFT presentations Tomorrow's IT Service Future Today (20)

Recently uploaded

Recently uploaded (20)

Rob England, Dead Cat Syndrome by The IT Skeptic