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Webinar Archives
Introducing ITIL Practitioner, with Donna Knapp
Continuous improvement is a cornerstone of the ITIL framework and – good news! – it’s about to get easier. Join us for an introduction to the newly launched ITIL Practitioner qualification. This exciting and pragmatic new course is designed to help individuals develop the critical competencies needed to adapt ITIL practices to their organizations’ circumstances, [...]
Business Relationship Management - Helping Converge Business and IT
The Business Relationship Manager (BRM) is a relatively new role in many organizations. IT Service Management (ITSM) relates to the activities performed to deliver, operate and control IT services. What exactly is a BRM? Is there synergy between BRMs and ITSM? This session will provide an introduction to the BRM role and its role in [...]
Beyond the KB - Turning Data into Wisdom, Michael Cardinal
Many organizations live perceiving Knowledge Management begins and ends with a Knowledge Base. However, a more robust Knowledge Management process exists. The KM process is a pipeline to Continual Service Improvement. This session will provide insight and methods for developing and implementing a more comprehensive Knowledge Management process leading to improvement throughout the enterprise. This [...]
The Agile Process Owner with Donna Knapp
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 [...]
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
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 [...]
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
How to Get It Going With Little or No Budget
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
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 [...]
Secrets of a ScrumMaster: Agile Practices for the Service Desk with Donna Knapp
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 [...]