Webinar Archives

Presenter: Michael Cardinal, BPO, Thirdera ITSM Academy's Certified Process Design Engineer (CPDE) course is packed with practical tips and hints on process design. Not only does it give you a be … read more

Presenter: Mike Cardinal, Director BPMO - US, Thirdera When it comes to doing service management, we are often hyper focused on the technology, or even the processes that use the technology. But in … read more

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 f … read more

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 organiz … read more

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 organi … read more