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ITSM Academy

Webinar Archives

Webinar: The Agile Process Owner with Donna Knapp, ITSM Academy

Today’s IT organizations must be built on ITSM policies and processes that facilitate speed and change. So who ensures that ITSM processes are designed with ‘just enough’ control to meet an organization’s needs? A Process Owner is accountable for the performance of a process and for ensuring it delivers value to its stakeholders. But how [...]

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Webinar: DevOps Ask the Experts

DevOps is emerging as an industry buzz word. What does DevOps mean? Is it relevant to enterprise IT? How does it relate to ITIL/ITSM, Agile, Lean and tools?  Jayne Groll and Donna Knapp will be available to answer your questions and provide insight into the benefits, practices and challenges of creating a DevOps environment.  Download the:Slide Deck

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Webinar: Putting the “People” Back in People, Process and Technology

With the growth of technology and the rise of process to get things accomplished, we often leave out the key part of "People, Process and Technology"--the "People". The common element in any organization is people who run the processes, manage the technology, make the decisions. This session will speak to the importance of people in [...]

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Webinar: ITIL + PRINCE2 = Success! with Lisa Hodges of Cornerstone Service Management

In this webinar Lisa Hodges will explain how PRINCE2 – the most widely adopted project management approach in the world – offers a proven, practical approach to organizing, managing, and executing ITIL process improvement projects. Download the: Slide Deck Q&A Report

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Webinar: CSI - How to Get It Going With Little or No Budget with Denis Esslinger, Independent ITSM Evangelist

In this webinar you will learn how to get CSI started and accepted into your culture. You will learn tips and tricks for making small incremental improvements that go a long way toward your Continual Service Improvement goals. Download the: Slide Deck Q&A Report

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Webinar: Generational Dynamics in Service Management

If you’re like most companies, you likely have 3-5 Generations on your teams. Come laugh and hear tips on how to attract and integrate the Millennials & Boomlets into your Service Management Teams and explore what the rapid ‘Aging of America’ means to your company and what you should be doing to prepare … so [...]

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Webinar: Secrets of a ScrumMaster: Agile Practices for the Service Desk with Donna Knapp, ITSM Academy

Can agile concepts be applied to the service desk? Absolutely! This session describes the benefits of agile practices and provides a brief introduction to Scrum – an agile way to handle complex projects. The session then focuses on specific ways that Scrum and other agile practices can be used to significantly increase the performance of [...]

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Webinar: Cyber Resilience: There's no Time to Waste with Nick Wilding, Head of Cyber Resilience at AXELOS

The digital age provides all organisations with opportunities to grow and innovate. But it also brings a new world of risk, especially to our most precious information. The information that’s critical to our future success. All organisations are at risk and cyber resilience is no longer a ‘nice to have’. But many organizations continue to [...]

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Webinar: Lean Solutions – Agile Transformation at the United States Postal Service with Mark Mittelman, 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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