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ITSM Academy

Webinar Archives

Webinar: Process Integration, Metrics and Setting Expectations with Donna Knapp, ITSM Academy

Frameworks and standards such as ITIL, KCS and ISO/IEC 20000 promote an integrated process approach. Using business-centric examples, this session shows how to design service desk metrics and reports that illustrate the benefits of an integrated approach. The importance of setting expectations about the impact of process improvements on performance metrics, employee morale and customer [...]

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Webinar: What is DevOps? with Jayne Groll, ITSM Academy Co-Founder

This webinar introduces attendees to DevOps, the cultural and professional phenomenon that is rocking the IT world. By encouraging better collaboration, communication and integration between development and operational teams, DevOps is enabling organizations to build, deploy and operate quality software faster.Download the: Slide Deck Q&A Report

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