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ITSM Academy

Webinar Archives

What Would Deming Do?

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Complimentary Webinar

Presenter: Donna Knapp, ITSM Academy & Michael Cardinal, Thirdera

What Would Deming Do?

It’s tempting to think that the problems and challenges that organizations are currently facing are unique. In reality, the past provides valuable lessons that we can use to navigate the present, as well as guidance for the future. Many of the great historical thought leaders such as W. Edwards Deming provided words of wisdom and principles that are not only applicable to present, but in some ways profound. Join Donna Knapp and Michael Cardinal as they use the words of these thought leaders to discuss how, by studying the past, we can better understand the present, and where we’re heading in the future

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

  • Deming
  • Edwards Deming
  • Donna Knapp
  • Michael Cardinal
  • ITSM
  • IT Service Management
  • Principles

State of ITSM and... 2022

Complimentary Webinar Presenter: Donna Knapp, Curriculum Development Manager, ITSM Academy As we move into 2022, the pandemic persists, as does the pressure to keep up with the demand for digital innovation. Join us to hear about the top issues facing enterprise IT organizations in 2022 as they struggle to modernize their IT service management (ITSM) capabilities, and [...]

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Employability with ITIL4 – New Industry Trends

Complimentary Webinar Presenter: Gaurav Shekhar of University of Texas at Dallas Employability with ITIL4 – New Industry Trends  What will be discussed:  Latest Employment trends  How the industry is moving to ITIL 4 Demand for ITIL 4 Motivated by the ideas presented? Print a Personal Action Plan to capture them.

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Service Management Transformation @BMC

Complimentary Webinar Presenter: Blaine Bryant, Senior Director IS&T Service Governance, BMC Join us as Blaine highlights how BMC IS&T organized to enable and accelerate its digital service management strategy with an accent on service management excellence and delivering business outcomes. This digital service management strategy is a key enabler of BMC’s mission to become an Autonomous Digital [...]

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Putting the Go in Governance

Complimentary Webinar Presenter: Greg Sanker, Senior IT Leader Ever wondered why ITSM success is much harder in real life than in theory? We all know that Leadership, Governance and Practices are key components. And there is lots of digestible, actionable information around Leadership and Practices… but what about Governance? Why is that so hard?  In this webinar, [...]

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Making the Transition: ITIL v3 to ITIL 4

Complimentary Webinar Subject Matter Experts: Mark Blanke, President and CEO of OwlPoint & Donna Knapp, ITSM Academy With ITIL v3 heading in to retirement, organizations are looking ahead to ITIL 4 and trying to figure out how to make the transition. Join us as Donna Knapp chats with Mark Blanke about how to approach laying out a [...]

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Digital & IT Strategy - Go Fish!

Complimentary Webinar Presenter: Mark Bradley, Senior Product Manager, Flexera Register Today Go Fish!  Digital transformation is a very hot topic, and there are tons of webinars, podcasts, etc. But we were not finding any that are really specific to the impact of digital transformation on IT Service Management programs. So we thought it would be a perfect topic for [...]

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Where? Oh Where, Have my Processes (and Roles) Gone?

Complimentary Webinar Presenter: Michael Cardinal, Service Delivery, Thirdera A common misconception around ITIL 4 is that processes and roles no longer are important #incorrect. The need to continually improve has always been a tenet of ITIL. This improvement cannot, and should not, be limited to improving the processes found in ITIL v3. Process-oriented ways of working tend to [...]

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Three Things Unisys got Right during the Pandemic

Complimentary Webinar Presenter: Weston Morris, Unisys Unisys helped 12 million people to work from home in just a few weeks. Our recipe included three things that we did right. However, to achieve true Experience Parity for those same workers returning to the post-pandemic hybrid office, we need to add one more ingredient to the recipe. What is [...]

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SRE is 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. [...]

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