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ITSM Academy

Webinar Archives

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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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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An Actionable Approach to Driving Stakeholder Value

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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