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ITSM Academy

Webinar Archives

Webinar: Converting a Budget Deficit Into an Innovation Surplus with John Edgar, VP of IT and Kathleen A. Warnaar, Manager, Performance Achievement, United States Postal Service

The postal business is changing at a rapid pace and the Postal Service must continue to change quickly to remain relevant and competitive in the marketplace. The Postal Service implemented the Agile methodology, replacing the traditional waterfall methodology to improve project communication, increase customer satisfaction, realize business benefits quickly, and improve overall quality. [...]

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Webinar: DevOps: Moving Beyond Early Adopters to Pragmatic Acceptance with Alan Shimel, Editor-in-Chief, DevOps.com

Just about every technology trend over the last 30 years has followed a similar pattern. Originally championed by a dedicated core of enthusiasts, it gathers adherents among those willing to live at the bleeding edge. Over time champions emerge who seek to spread the word on the benefits of the technology. These visionaries eventually come [...]

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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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