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Webinar Archives
Webinar: Process Integration, Metrics and Setting Expectations with Donna Knapp, ITSM Academy
Frameworks and standards such as ITIL, KCS and ISO/IEC 20000 promote an integrated process approach. Using business-centric examples, this session shows how to design service desk metrics and reports that illustrate the benefits of an integrated approach. The importance of setting expectations about the impact of process improvements on performance metrics, employee morale and customer [...]
Webinar: Certified ScrumMaster (CSM) Round Table with Jayne Groll and Donna Knapp, ITSM Academy
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Webinar: What is DevOps?
This webinar introduces attendees to DevOps, the cultural and professional phenomenon that is rocking the IT world. By encouraging better collaboration, communication and integration between development and operational teams, DevOps is enabling organizations to build, deploy and operate quality software faster.Download the: Slide Deck Q&A Report
Webinar: The Service Desk of the Future with Donna Knapp, ITSM Academy
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Webinar: Establishing a Business Process Group with Elaine Wong, Process Improvement Manager for a large healthcare provider
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Webinar: IT Business Relationship Management for Success with Ibrahim K Jackson, Executive Director, IT Business Relationship Management, a Fortune 500 cosmetics company
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Webinar: If I Knew Then What I Know Now: Incident Management with Drew Lapatin, ITSM Academy
Download the: Slide Deck Q&A Report Interactive Game
Webinar: Lead Success, Don't Manage Failure! with Carlos Casanova, K2 Solutions Group
Webinar Presented on: March 21, 2013 The virtues of successful executives are those that express confidence, trust, stability and leadership; and this don't come with just having the title. Embarking on the Service Management path requires executives to be fully committed to the cultural transformation they are asking of their organization. They must be active participants [...]
