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ITSM Academy

Webinar Archives

SRE as a Service Management Framework

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SRE as a Service Management Framework

Complimentary Webinar


Presenter: Jayne Groll, CEO of DevOps Institute

Site Reliability Engineering (SRE) is rising quickly as the most innovative approach to IT Service Management (ITSM) since the early days of ITIL. This session provides a high level overview of how SRE teams manage traditional ITSM processes such as Service Level, Change, Incident, Capacity and Event Management. The presentation will also look at core SRE principles and the role of the Site Reliability Engineer.

In this webinar, you’ll learn:

  • The history and definition of Site Reliability Engineering 
  • SRE Guiding Principles 
  • The importance of meeting Service Level Objectives
  • SRE guidance for ITSM processes
  • Why toil reduction and an engineering approach is important
  • About the role of the Site Reliability Engineer
  • Details of the SRE Foundation certification
  • Download the slide deck
  • The recording of the session will be available post webinar

Motivated by the ideas presented? Print a Personal Action Plan to capture them.

  • SRE
  • Site Reliability Engineer
  • ITSM
  • ITSM Processes
  • Site Reliability Engineering
  • SLO
  • Service Level Agreements
  • Guidance
  • Toil
  • ITSM Academy

An Introduction to SIAM

Complimentary Webinar Presenters: Liz Gallacher, Director and Helen Morris, Director of Helix Service Management Services Service Integration and Management (SIAM) has long been used “across the pond” to help organizations manage multiple service suppliers, integrating them to provide a single business-facing IT organization.  Here in the US, we are seeing organizations and the US government, take a real [...]

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The Metrics Of Shift Left

Complimentary Webinar Presenter: Jeff Rumburg, Managing Partner, MetricNet Organizations that haven’t spent a great deal of time shifting left—that is, moving tickets from desktop support to Level 1 service desk, or from Level 1 service desk to Level 0 self-help—are missing out on a significant cost-reduction strategy. Recent MetricNet benchmarks show that 18% of all tickets resolved by [...]

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State of ITSM and... 2021

Complimentary Webinar Presenter: Donna Knapp, Curriculum Development Manager, ITSM Academy To say that 2020 was a challenging year would be an understatement. As enterprises accelerate their digital business initiatives in the wake of COVID-19, and gear up for (fingers crossed) growth in 2021, IT organizations have a tremendous opportunity to leverage lessons learned and forge a new [...]

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Presenter: Rae Ann Bruno, President, Business Solutions Training - Complimentary Webinar ITIL v4’s Driving Stakeholder Value (DSV) certification takes a more direct approach to IT becoming a business partner that co-creates value. It covers the customer journey, touchpoints, interactions and so much more. DSV lays the foundation and can influence leaders to create an experience-focused culture. Yet, to make this a [...]

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A Seat at the Table

Complimentary Webinar Presenters: - Donna Knapp, Curriculum Development Manager, ITSM Academy - Mark Blanke, CEO, OwlPoint - Fred Silva, Director - Digital Solutions Delivery, SAIC - Paul Edmisten, CIO, Tivity Health Join our Subject Matter Experts and 2 Sr. Level Practitioners, discussing the realities of ITIL 4 and ITSM in the modern workplace. Be in “the room where it happens”. Here is [...]

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ITIL 4® Direct, Plan & Improve - Ask Me Anything with Lou Hunnebeck and Donna Knapp

Presenters: Lou Hunnebeck, Principal Advisor, DXC Technology & Donna Knapp, Curriculum Development Manager, ITSM Academy - Complimentary Webinar ITIL 4® Direct, Plan & Improve - Ask Me Anything  What’s the real difference between high-performing and low-performing organizations? The ability to continuously improve. Join Lou Hunnebeck, lead editor of ITIL® 4: Direct, Plan and Improve and Donna Knapp, [...]

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SRE Roundtable with 4 DevOps Ambassadors

Presenter: SRE Roundtable with 4 DevOps Ambassadors - Complimentary Webinar 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 [...]

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How to improve Customer and Employee Experience with IT Service Management

Presenter: Chris Gallacher, Principal Consultant, Forrester Research - Complimentary Webinar 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. Download [...]

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ITIL® 4 DSV - Drive Stakeholder Value

Presenter: Donna Knapp, Curriculum Development Manager, ITSM Academy - Complimentary Webinar 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 [...]

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