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ITSM Academy

Webinar Archives

WEBINAR: Agile Transformation at Scale with Dr. Gail Ferreira

Presenter: Dr. Gail Ferreira, Agile Practice Leader, MATRIX Resources, San Francisco Center of Excellence Rapid scale directly impacts all levels of decision-making, planning, execution, culture, and communications for executives in hypergrowth companies. In this session, we will discuss how to organize, support, and tailor agile practices for teams and sub-teams in companies with a rapid growth [...]

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Webinar: Introducing ITIL Practitioner, with Donna Knapp

Continuous improvement is a cornerstone of the ITIL framework and – good news! – it’s about to get easier. Join us for an introduction to the newly launched ITIL Practitioner qualification. This exciting and pragmatic new course is designed to help individuals develop the critical competencies needed to adapt ITIL practices to their organizations’ circumstances, [...]

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Webinar: Business Relationship Management - Helping Converge Business and IT

The Business Relationship Manager (BRM) is a relatively new role in many organizations. IT Service Management (ITSM) relates to the activities performed to deliver, operate and control IT services. What exactly is a BRM? Is there synergy between BRMs and ITSM? This session will provide an introduction to the BRM role and its role in [...]

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Webinar: Beyond the KB - Turning Data into Wisdom, Michael Cardinal, TEK Systems

Many organizations live perceiving Knowledge Management begins and ends with a Knowledge Base. However, a more robust Knowledge Management process exists. The KM process is a pipeline to Continual Service Improvement. This session will provide insight and methods for developing and implementing a more comprehensive Knowledge Management process leading to improvement throughout the enterprise. This [...]

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Webinar: The Agile Process Owner with Donna Knapp, ITSM Academy

Today’s IT organizations must be built on ITSM policies and processes that facilitate speed and change. So who ensures that ITSM processes are designed with ‘just enough’ control to meet an organization’s needs? A Process Owner is accountable for the performance of a process and for ensuring it delivers value to its stakeholders. But how [...]

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Webinar: DevOps Ask the Experts

DevOps is emerging as an industry buzz word. What does DevOps mean? Is it relevant to enterprise IT? How does it relate to ITIL/ITSM, Agile, Lean and tools?  Jayne Groll and Donna Knapp will be available to answer your questions and provide insight into the benefits, practices and challenges of creating a DevOps environment.  Download the:Slide Deck

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Webinar: Putting the “People” Back in People, Process and Technology

With the growth of technology and the rise of process to get things accomplished, we often leave out the key part of "People, Process and Technology"--the "People". The common element in any organization is people who run the processes, manage the technology, make the decisions. This session will speak to the importance of people in [...]

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Webinar: ITIL + PRINCE2 = Success! with Lisa Hodges of Cornerstone Service Management

In this webinar Lisa Hodges will explain how PRINCE2 – the most widely adopted project management approach in the world – offers a proven, practical approach to organizing, managing, and executing ITIL process improvement projects. Download the: Slide Deck Q&A Report

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Webinar: CSI - How to Get It Going With Little or No Budget with Denis Esslinger, Independent ITSM Evangelist

In this webinar you will learn how to get CSI started and accepted into your culture. You will learn tips and tricks for making small incremental improvements that go a long way toward your Continual Service Improvement goals. Download the: Slide Deck Q&A Report

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Webinar: Generational Dynamics in Service Management

If you’re like most companies, you likely have 3-5 Generations on your teams. Come laugh and hear tips on how to attract and integrate the Millennials & Boomlets into your Service Management Teams and explore what the rapid ‘Aging of America’ means to your company and what you should be doing to prepare … so [...]

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