En esta sesión aprenderá cómo el Service Desk tiene muchas cosas mas que ofrecer como una función estratégica más que como una función operativa. English translation: ln this session you will learn how your Service Desk has much more to offer as an strategic function rather than an operational function (translated from Spanish)
Not your usual industry buzzword bombast, this is a practitioner biopic. I spent a long 14 years navigating my way through the IT maze, learning a lot, making mistakes, and trying to make my bosses happy. To be honest, like many practitioners I didn't know any different. I suffered through my struggles without anywhere to turn except my ITIL books. But two years ago I made a decision to seek value in everything I do. I wanted more than just business value. Through that transition, I discovered my voice and my community. Finally I broke through, from corporate isolation to community engagement. I found a new world, where social and personal value can drive decisions and achieve business outcomes. That place where technology, humanity, and business come together. My life has changed completely. I discovered a new way of working. The practitioner as empowered employee. Authentic. Amplified. Activated. This is my story.
A woman is found dead in a closed room, with a broken window. CSU team walks - can we break down the service they are about to perform using the ITIL framework? A pair of detectives have been following an undercover informant all day long, when he meets his hunted mafia boss - "Call for Backup - I'm going in.", shouts the lead and runs in. Within minutes, the place is swarming with cop cars. Does this sound like Major Incident Management? Most Americans keep a small backpack, with their very essential things, close to the quickest exit path from their houses. Some even test it once in a while. And there are some that include a 'zombie destruction kit' in it. Is it just me, or does this sound like preparing for service continuity - if the service was to survive. In this discussion, let's see if there are concepts of ITIL framework that are valid outside the scope of IT and can help improve the business itself, among other things.
You probably use remote support on your service desk. In fact, you probably use more than one remote support tool . . . and they're probably not secure. For years now, remote support has been found to be the leading data breach attack pathway. Attackers use simple methods made possible by legacy remote support technologies accessible to the internet. McNeill will discuss how your service desk may be putting your company's data at risk and what you can do to secure remote support.
Ever wonder why your IT organization is being treated like a vendor, a third party, or an outside contractor... Probably because you are acting like one. A huge flaw within the current ITSM frameworks is teaching a functional area of a business operation to act and behave like a "service provider" instead of an intimate and engaged partner. In this session I will make fun of the very many foolish ways IT communicates with the "The Business"
Your cell phone thinks you're an @$$-hole: (The importance of Human BE-ing in your digital personas). Trust is quickly becoming the de-facto currency of the brave new digital world. In order to achieve trust, we must strive to be as authentic in our digital dealings as we try to be in our physical dealings (Maybe even more so given the permanence of our digital footprints). As we augment our humanity more each day with technology, it becomes incredibly important to ensure we continue to embrace those qualities which make us human and perfectly imperfect. Technology can take us to incredible heights personally and professionally, now with big data, social graphs, digital sensors, connected systems, frictionless sharing, digital influence and mobility, your life has become very transparent.
There is no way that your technology department can keep up with every new technology and tool that is released, in development, or used by consumers. This means that your users are going to be demanding new technology faster than you can effectively deliver it. How will you keep up? How can you support all these new tools? Electricity travels the path of least of resistance. Extend the same respect you have for electricity to information and your co-workers. Give them the tools they need to be effective. This session will not suggest you throw out your InfoSec policy or renegotiate all your contracts. Just start thinking about people’s personal productivity and how you fit into that picture.
Following hotly in the footsteps of the CMDB we are now to believe the service catalog is the 'must have' ITSM item. But is it? And if it is, doesn't that mean we have to know what a service is before we can develop one. One did I say one, can there be more than one? In a recent survey of conference attendees in Germany - 100 out of 120 said they had an active service catalog project. 0/100 claimed any tangible business benefit or reason why whet they were doing might actually be used by a customer! In this session I will explain the true purpose of a catalog and how to approach building one that customers will actually enjoy using, and that becomes an integral part of a customer engagement strategy... but to do that I will have to begin and end the whole process from the "outside-in"
We are empowered with God-like technology and beholden to a system of measurement that can only be described as a wooden ruler. In this provocative session, Chris will explore the metrics of today's and tomorrow’s knowledge worker. Rooted deeply in quantified self, today’s humans are carrying more than devices, they are moving data factories. In this very intimate tour, see how the work of moving knowledge, recording bio-activity, archiving your social habits and even actions that happen around the house all add up to create the most astounding image of the last generation not to be automatically quantified.
En la pasada edicion del TFT12, Rob England presentó su trabajo sobre Standard+Case, una vision conjunta para procesos estandarizados y heterogeneos. En esta ponencia veremos las interioridades de esta aproximación mediante el uso de técnicas de minería de procesos, comparando ejecuciones de procesos estándard con ejecuciones de procesos de tratamiento de casos y analizando cómo las técnicas de minería nos pueden ayudar en la comprensión de nuestra realidad en ambos entornos.
The latest developments in this exciting new approach to categorising and resolving any sort of activity "tickets", such as requests (including incidents) on a service desk, problems, or changes. You heard about Standard+Case at TFT12. At TFT13 you can find out more: - how S+C empowers customers as well as staff - how S+C is an essential step on the path to service excellence - how S+C adapts our organisation to the rise of the knowledge economy and the decline of "IT industrialisation" - how use of S+C ideas are working out in the real world ...and whatever else I learn about S+C before June...
Differentiating between what is important and what is urgent is challenging. It could only be resolved while focusing IT management on the business processes of your company. The purpose of Business Service Management is to enable functional departments to immediately assign a service to a specific process and recognize its value. This is the basis for defining your IT processes, SLAs, service catalogue and mutual Service Desk integration. You will learn how: • Service Desk can immediately track down a problem to the root cause • Change Management can identify all impacts of a change in seconds • you can save up to 20% of your operational costs
Continuing the ITSMGoodness theme of practical simple guidance. Barclay Rae goes through 7-simple steps that all practitioners can take to achieve success and deliver value. The goal is simple practical effective guidance, using knowledge from across the industry and frameworks - working together an industry to achieve Practical Unity.
The key to a more efficient and reliable service delivery is spelled automation. The advantages are many, it not only reduces resource utilization, eliminates human error and shortens the lead time for delivery, automation also creates engagement and contributes to a change in behaviour. A modern service management system allows the customer to have full transparency in the delivery and flow-driven automation not only reduces the risk of service deviations, it can also manage your deviations.
In ITSM & IT ops we tend to consider "the Agile movement" as a threat. Not as an opportunity. I will prove that this attitude is wrong. I have practical examples/cases where Agile techniques work smoothly in IT support and operations. They include Agile CSI, Kanban for handling "cases" (see IT Skeptic's S+C), Planning Poker in Change Management and more. In addition, I will show some practical examples how ITSM can realize more customer (business) value by better collaboration between dev and ops, of course not at the cost of continuity.