Please join us for January’s “Webucation”; – Register
On Thursday, January 20, 2015, Jeff Brooks, Research Vice President at Gartner, Inc. will present:
The IT Operations Scenario: Preparing for the Bi-Modal Future
Often left to flounder in the dungeon of IT, IT operations needs to break free from those traditional practices and become part of the organization’s growth. This will only occur through embracing current thoughts and practices around bimodal IT and creating an IT operations organization that will both renovate the core and exploit the new.
We will explore these key issues affecting I&O leaders:
What is the current state of IT operations?
What is the future state of IT operations?
What best practices and technologies will help us migrate from current state to future state?
This one is for you @ITSM_Donna (well, it’s actually From you too… LOL)
How is it October?
What are you doing for National Customer Service Week?
National Customer Service Week (NCSW), is held the first week in October each year and is designed to raise awareness of customer service and the vital role it plays within an organization. It is also an opportunity to say thank you to those who work in customer service for a job well done.
So to those of you who are customers / clients / learners / alumni of ITSM Academy… THANK YOU.
And to our talented, dedicated, loyal and hard-working teams… THANK YOU. Each and every one of you plays an invaluable role in making ITSM Academy a place that is easy to do business with – and that’s something that makes us proud. #ILoveMyTeam
DevOps Enterprise is THE event for people who are bringing Lean principles into the IT value stream while building DevOps and Continuous Delivery into their organization.
The conference assembles leaders of large, complex organizations who will be sharing their transformation stories.
They have announced speakers from: GE Energy, Macy’s, Disney, Blackboard, Ticketmaster, Target, US Dept of Homeland Security, Nordstrom, Capital One, Raytheon, Barclays and more.
If you love heroic and courageous tales of DevOps transformations, this conference is for you!
If you can join me and members of the #ITSMCrew then register using promo code “ITSM20” for a 20% discount!
So, it’s really weird/sad/strange to not be attending itSMF Fusion (for the first time in 11 years!) but I am very excited to learn from these awesome organizations, make new friends and see my amigos who are attending.
Until your next trip to LisaLand…Happy Conferencing!
AXELOS, the ITIL® Accreditor, has recently announced they are working on a Continual Professional Development (CPD) service to support the AXELOS Global Best Practice Portfolio including ITIL.
From their press release…
“The CPD programme will create and establish lifelong personal brand value by enabling individuals to stay current in their knowledge and protect the investment they have made in the AXELOS Global Best Practice qualifications. This best of breed service is designed to be truly customer centric – tailoring professional development to individual needs and allowing an individual to learn in a way that best suits them.”
We are pleased to announce that next month’s webinar is another practitioner presentation!
Please join us for; Lean Solutions – Agile Transformation at the United States Postal Service. – Register
On Thursday, October 16, Mark Mittelman, United States Postal Service presents USPS’s story of Agile Transformation.
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. Please join us as Mark outlines the challenges Postal faced before using Agile, how Agile has been implemented across the enterprise, lessons learned, benefits and where they are headed next with Agile Transformation.
ITIL is turning 25 this year…just like me, who knew! 😉
In honor of this milestone, AXELOS commissioned a study (The Importance of ITIL® – A Global View – 2014 and Beyond) to provide a global and independent assessment of the current perception of ITIL, engaging nearly 400 C-Level and medium tier service managers in key international regions across a range of industries.
One of the stated reasons that the study was commissioned is because ITIL’s benefits are being questioned in light of factors such as cloud computing, more advanced automation, and agile. The results of the study reaffirm ITIL’s value, particularly in the eyes of IT executives. In fact, according to the study, just under 70% of executives indicated that ITIL is becoming more important in light of these trends.
Other interesting results presented in the survey include:
71% of those surveyed view ITIL as playing a tangible role in supporting the move to DevOps and Agile
ITIL 2011 adopters are more likely to see ITIL as growing in importance
40% of non-2011 respondents plan to move to 2011 soon
Certification and training was deemed the most valuable resource (over, for example, the core books themselves)
Having said that…43% of respondents specified ‘too busy’ as their reason for not taking ITIL training (Lisa Note: this is one of the many reasons ITSM Academy is now delivering live, virtual training and supplementing with our Learner Portal!)
We still have a ways to go, however…only 21% of the organizations surveyed had achieved ‘improved agility and flexibility in provisioning services’ through ITL (Agile Service Management to the rescue!)
I am kind of “little girl excited” about our next webinar. Probably because, ever since I was a little girl, I have LOVED the Olympics; summer and winter, I equally love them both. Some of my fist TV memories are centered on the Olympics. Nadia, Flo-Jo, Eric Heiden, Greg Louganis, Mary Lou, Apollo; actually it would take too long for me to list them all! Let’s just say it’s serious. And now with TiVo, it’s almost ridiculous… but that’s for another day…
The point of today’s post is to invite you to our September Webinar; DevOps Gold: What the Olympics Teaches Us About Agile Development and Release. Presented by: Dave Roberts, Executive Advisor, BMC Software. Thursday, September 18, 2014 at 11am (Eastern) – Register
At the recent winter Olympics in Sochi, Russia, we saw athletes from all over the world striving for excellence. Some turned in the best performance of their lives and came home with a gold medal. Others, some favorites, struggled and saw their dreams slip away. In this presentation, we’ll see how DevOps done right is a lot like the Olympics. If you set reasonable goals, train hard, and execute well, you’ll reach DevOps Gold, too. But if you take your releases for granted, you may end up with nothing to show for it.
We are VERY pleased and excited to have Jeffrey Brooks, a Research Vice President with Gartner, Inc. as our presenter on our next webinar.
Thursday, August 21, 2014 at 11am (Eastern)
Jeffrey Brooks is a Research Vice President in the IT Operations Management team of Gartner. His research focuses on IT service management, including service desk, incident management, problem management, change management, process improvement (including the ITIL framework) and SLA management, as well as IT service catalog. Mr. Brooks helps clients understand the key metrics, best practices and core processes required for IT to deliver meaningful service and support that align to the goals of the business. Mr. Brooks has also authored numerous publications, including co-authoring “The Help Desk Manager’s Crash Course” (2009), and he has received numerous individual and team awards, such as Customer Service Manager of the Year (2011) by the Stevie Awards for Sales & Customer Service, HDI Team Excellence Award for External Support (2010), and Customer Service Company of the Year (2009) at the NCTA 21 Awards.
I’ve been meaning to write the blog, “I Left My Brain in San Francisco” for the last 2 weeks. Unfortunately, without a brain, it’s pretty hard to write a blog! And I say that I left my brain in San Fran, because it was blown away by what I learned, saw and heard at the ServiceNow #Know14 conference. What a great event they have grown into. The line-up of presenters, topics, labs… it’s really a well orchestrated week, filled with learning and fun – two of my favorite things….
One of the BEST presentations was by the folks at the United States Postal Service, titled Converting a Budget Deficit Into an Innovation Surplus.
The title certainly caught my attention, and it sounded like it might be a little different from the other presentations, so I attended. And man, am I glad that I did!
I am so impressed with their Service organization, and how in tune they are with their stakeholders and customers, that I reached out and asked if they would re-present for ITSM Academy’s June webinar… and they said YES 😉
So I am very happy to say;
Please join us for a complimentary webinar: Converting a Budget Deficit Into an Innovation Surpluson Thursday, June 19th at 11am (Eastern) – Register
Presenters: John Edgar, VP of IT and Kathleen A. Warnaar, Manager, Performance Achievement, United States Postal Service.
“It’s no secret that the United States Postal Service operates under a stringent budget deficit, but what may surprise you is that the IT organization has converted that deficit into an innovation surplus. Join USPS, John Edgar, VP of IT and Kathleen Warnaar, Manager, Performance Achievement, as they discuss how they’ve been able to align IT as an enabler in support of a cross-organizational initiative focused on service, revenue and value transformation. Employing new strategies and approaches in service definitions and delivery, IT is successfully achieving operational efficiencies, cost savings and customer satisfaction. John and Kathleen will discuss how IT is reinvesting the savings delivered by their ITSM initiatives to drive additional innovations and automation across the enterprise.”
Have questions you want included? Post them on Twitter; #askITSM.