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ITSM Academy

Webinar Archives

The Future of Service and Support: "A Brave New World"

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Presenter: Jeff Rumburg, Managing Partner at MetricNet - Register

The Future of Service and Support: "A Brave New World"

IT Service and Support organizations worldwide are moving aggressively towards new business models. ITIL 4, AI, and hiring practices that place a premium on business skills are radically altering the landscape of the industry. A bright future awaits those who are prescient enough to embrace these industry megatrends, while those who are slow to adapt will operate at a significant disadvantage for many years to come.

In this webcast, Jeff Rumburg, Managing Partner at MetricNet, will use industry benchmarking data to connect the dots and present a vision of the service organization of the future. Attendees will learn how people, process and technology are converging upon a tipping point that will radically reshape the support industry of the future.

  • The slide deck will be available for download the morning of the webinar
  • The webinar recording will be loaded post webinar
  • The Q & A recording will be loaded post webinar
  • service
  • management
  • future
  • Jeff
  • Rumburg
  • support

The Evolution and Future State of the Service Management Office

Presenter: Jeff Jensen, ITIL Expert, PMP, CPDE, DevOps Leader With the continued adoption of best practice frameworks and new ways of working (including Agile, DevOps, Lean, and now ITIL 4), the purpose, scope, and objectives of the Service Management Office need to evolve. In the August webinar, Jeff Jensen will examine the current state of the [...]

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Change Control in ITIL4: So Much More Than a New Name

Presenter: Greg Sanker, CIO, Author, speaker and practitioner with over 30 years of global IT experience Every organization makes changes on a daily basis, and every change has the potential to go wrong and potentially do great harm to the business. How do you balance the need to manage risk, without slowing everything to a grinding [...]

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Introducing “The V*A*L*U*E Formula: Do more with less and reduce stress"

Presenter: Ken Wendle,  Author, speaker, consultant and instructor  A common thread shared by almost every best practice or methodology – from ITIL to Lean to DevOps - is VALUE. Understanding, focusing on and improving our value ultimately is the most important thing any organization can do.  The V*A*L*U*E Formula - an exciting new book by Ken Wendle [...]

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The Anatomy of XLA: eXperience Level Agreements

Presenter: Alan Nance, FISM, Managing Partner CitrusCollab LLLP ... thought leader, innovator, creative disruptor. Service Management exists to guarantee a valuable experience to customers and colleagues. Despite years of implementing best practices, the reputation of most technology departments is below par in the eyes of business leaders. 90% of CEOs feel they aren’t meeting their customer needs. 85% of [...]

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DJ Schleen: DevSecOps - Blue is the new Green

Presenter: DJ Schleen, DevSecOps Evangelist and Security Architect, CVS Heath  You wouldn’t make changes in a production environment without testing first, so why make changes to a production pipeline and risk breaking the CI/CD process? This talk will introduce the concept of Blue/Green *pipelines* to optimize flow and continuously experiment with security toolsets without interrupting critical DevSecOps [...]

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Mapping your Journey to ITIL Island

Presenter: Mark Blanke, OwlPoint  Whether you are new to ITIL, Captains of ITIL 3 - or somewhere in between, this webinar is for you. Join us as Mark Blanke, President of OwlPoint, shares with us 5 practical steps to map where your organization is today and how to plan for your journey. Download the slide deck Listen to [...]

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More on ITIL 4. The Conversation Continues.

Presenter: Donna Knapp, ITSM Academy's Curriculum Development Manager / Author ITSM Academy was so excited to introduce ITIL 4 in our January webinar. We can tell our 300+ audience members were excited as well by the number of questions we did get to answer. Join us in February for an extended Q&A session and the latest [...]

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ITIL 4. The Next Evolution.

Presenter: Donna Knapp, ITSM Academy's Curriculum Development Manager / Author Join us for an introduction to ITIL 4. We’ll share – at a high level – key ITIL 4 concepts and how those concepts support the management of modern IT services. If your organization is leveraging agile, lean and DevOps practices, you will like what you [...]

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Ask Me Anything (AMA) - Lean Edition

CoPresenters: Mike Orzen, Lean Technologist / Author, Donna Knapp, Curriculum Development Manager / Author It’s been said that where there is demand there is a value stream. It seems you can’t visit an IT website these days without reading about the importance of value stream management. As Agile, Lean and DevOps practices accelerate our ability to satisfy [...]

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