Sample our education style and experience first hand the value of ITSM training. Let us provide you and a team of 4+ with a complimentary virtual session…just like in our webinars, there is no selling, just pure knowledge-share:

Sessions Available Description
Putting the Pro in Process Design, with Donna Knapp Movements such as DevOps and Site Reliability Engineering (SRE) are introducing new ways of working for IT organizations. For these movements to succeed, organizations must continuously improve and in some cases completely reengineer their IT Service Management ( ITSM) processes. This session takes a modern look at process design and improvement and managing the associated culture change. Take away five key lessons learned, and five proven process design tips.
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The Continuous People Pipeline, with Jayne Groll Since DevOps focuses on Continuous Everything, shouldn’t we also be focusing on Continuous Everyone? This session will explore ways to keep people engaged, communicating and collaborating across the deployment pipeline. Jayne will provide insight on the value, creation and support of The Continuous People Pipeline. It will help attendees understand some of the human dynamics of change that must be considered – cultural debt, adoption models, acceptance curves, collaboration, immersion and conflict management. At the end of this session, leaders will take away some innovative strategic and tactical ideas for overcoming silo constraints and creating a collaborative culture that excites, engages and unifies people towards common business goals.
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Agile Service Management – Where ITIL Meets Agile, with Donna Knapp IT service management (ITSM)/ITIL processes must accommodate two speeds of IT – the traditional mode that must maintain checks and balances and focus on predictability, and the agile, DevOps mode that needs to move quickly with a focus on innovation and exploration. One size ITSM processes do not fit all! Join us to learn how to adapt Agile and Scrum values and practices to ITSM/ITIL processes and process design and improvement activities in support of multi-speed IT.
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5 Ways ITSM can Support DevOps There is much debate about the relevancy of ITIL and ITSM in a new DevOps world. The truth is that DevOps does not negate the need for service management, it validates it – with some adaptation to be faster and more agile. This webinar will demonstrate five ways that ITSM processes can be adapted to and support emerging DevOps practices.
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Introducing ITIL Practitioner

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, needs and goals. Learn how this new certification fits in the ITIL Qualification Scheme and get a sneak peek at 9 guiding principles you can start applying TODAY to the planning and implementation of your service improvements.

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Secrets of a ScrumMaster: Agile Practices for the Service Desk

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 service and support teams. Takeaway tips and techniques you can use to get started immediately, along with lessons learned.

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What is Agile Service Management®? Why Is it Important?

There has been a lot of buzz about the need for IT to be more “agile”. While the term Agile is freely used, there is not a clear definition of what “being agile” actually means, particularly in the context of IT support and service management. This session explores the concept of Agile Service Management and how agility helps IT service providers better meet the rapidly changing requirements of business and customers.

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Process Integration, Metrics and Setting Expectations

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 satisfaction is also discussed.  

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What is DevOps?

Introduction 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.

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The Service Desk of the Future?

Every aspect of the service desk has changed in recent years: people, processes, and technology; the use of data, information, and knowledge; and, perhaps most dramatically, users. Today’s technology users are increasingly savvy and self-sufficient. In this session, we explore the strategies companies are using to address trends like social support, mobile support, self-service and self-help, BYOD, and cloud computing. Attendee will also participate in a debate about the role of the service desk in the future and walk away a checklist of considerations to consult when developing future-state road map for their own service desks.

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DevOps and the IT Culture Cocktail Party

Organizational culture plays a major role in adopting and adapting Service Management processes. Given the uptake of multiple frameworks, standards and practices, IT has actually evolved into a multi-cultural society, each with its evangelists and detractors. This presentation provides the ingredients for a potent “IT Culture Cocktail” using DevOps as the mixer. Come join the party and become an “IT Culture Mixologist”.

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Should You Establish a Service Management Office (SMO)?

As more organizations are formalizing their service management practices, many have considered or are considering the creation of a service management office (SMO). Similar to a project management office, the SMO centralizes the oversight and integration of service management processes to ensure the alignment and effective and efficient outcomes of service delivery and support. In this session, Jayne Groll will provide a practical overview of the concepts, benefits, opportunities, and threats associated with developing a SMO, regardless of an organization’s size, industry, or scope. And since a successful SMO is built on roles and responsibilities, Jayne will also share tips for identifying, combining, assigning, and managing key roles.

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If I Knew Then What I Know Now: Incident Management

Continuing our “What I Know Now” series, this presentation focuses on the most common Incident Management challenges and provide advice for practical and proven solutions.

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If I Knew Then What I Know Now: Problem Management

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 in changes that transform the organizational culture not just the organizational chart.

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Process Maturity: It’s Not About the Numbers!

Drawing from proven maturity models, this session provides attendees a checklist of the key factors that influence process maturity, along with a Transition Plan for each maturity level that describes specific transition steps. As it is often difficult to figure out where to begin, attendees will also receive a template for a Process Improvement Matrix that can be used to prioritize improvement activities.

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Linking Customer and Employee Satisfaction

“It’s not our policy.” Don’t you hate that phrase? This webinar looks at how to ensure your Service Desk policies lead to both customer and staff satisfaction. We will also explore the leadership traits that lead to great service, and a service culture that delivers bottom line benefits.

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Effective Questioning for ITSM

This presentation provides participants with practical techniques and methods for using effective questioning to help turn data into wisdom. These techniques are pulled from a number of industries and professions that have been using effective questioning techniques for decades, including education (pedagogy), contracts, library science and academic research. Participants will be able to use these techniques immediately and apply them to any number of processes, at the strategic, tactical, and operational level, and for either business or IT.

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The Best of Both Worlds: Creating a Business Service Catalog and Technical Service Catalog

If you are having a difficult time determining the scope of services to include in your service catalog, consider developing two service catalogs: a business service catalog that is visible to customers, and a technical support catalog that is used internally by IT. This session provides a unique perspective on IT services, as well as on creating, maintaining, and utilizing service catalogs and service portfolios. The session focuses on practical guidance, critical process relationships, real-life examples, and interactive learning.

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Putting the PRO in
Process Design

This session provides tips and tricks for developing strong, lasting processes drawn from multiple frameworks and standards. Take away five key lessons’ learned, five proven process design tips and practical advice for managing the associated culture change.

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Integrating ITSM Frameworks,
Standards and Processes

Describes when and how to integrate the most widely used ITSM frameworks and standards, such as ITIL, COBIT, ISO/IEC 20000 and Microsoft Operations Framework (MOF). Share practical ways to apply these frameworks and standards, along with the benefits of adopting an integrated process approach.

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Five Proven Strategies for Reducing Costs with ITSM

Presents tangible opportunities to cut IT and business costs by applying proven IT Service Management processes and techniques.

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The Metrics Monster

We explore meaningful metrics that can help show Return on Investment (ROI) of your IT Services.

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Using Models for Incident, Change, Problem and Request Fulfillment
Management

Developing pre-defined, procedural models for different types of Incidents, Change, Problems and Requests make processes more efficient and effective. We cover the different types of models and how they can be a powerful tool for managing services.

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Rock n Roles,
Responsibilities and
Resources

Regardless of size, budget or structure, many organizations struggle with understanding and managing the numerous ITSM roles and responsibilities. This session provides clarification and practical tips to manage and optimize ITSM roles and responsibilities with particular emphasis on using RACI models.

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Knowledge is Power –
Turning Data into Wisdom

A practical approach for starting a Service Knowledge Management System (SKMS) using examples from small, medium and large organizations demonstrating the value of the SKMS and how it can be maintained and expanded.

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ITSM Executive Briefing Introduction to Service Management, touching on roles, ROI and cultural change. This session is two hours and requires a minimum of 6 senior team members.
What’s the Difference?
Clarifying Lifecycle &
Capability Intermediate Knowledge

This consultation explores the ITIL certification scheme. We discuss the content and objectives of each Capability and Lifecycle course, as well as their differences. We include an introduction to the Credit Profiler as well as role based educational recommendations.

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ITIL Service Strategy Introduces the Service Strategy phase of the ITIL service lifecycle and the key processes that enable business and IT integration.   We discuss critical processes such as Service Portfolio, Business Service, Financial and  Demand Management, along with key roles such as Business Relationship Manager and Product Manager.
 ITIL Service Design  Introduces the Service Design phase of the ITIL service lifecycle and the key processes involved in aligning new services to business requirements. We discuss the various roles and functions involved, as well as key processes, including Service Level, Service Catalog and Availability Management.
 ITIL Service Transition Introduces the Service Transition phase of the ITIL service lifecycle and the key processes involved with existing Change, Release and Configuration Management. We also explore the various roles and functions involved in Service Transition and key best practices.
ITIL Service Operation Introduces the Service Operation phase of the ITIL service lifecycle and the key processes involved with existing Incident, Problem, Request, Event and Access Management. We also explore the various roles and functions involved in Service Operation and key best practices.
ITIL Continual Service Improvement (CSI) Introduces the Continual Service Improvement (CSI) phase of the ITIL service lifecycle and the key processes involved in creating and maintaining value for customers through better design, introduction and operation of services. We review the various roles involved in CSI, along with key processes, such as the 7-Step Improvement process.
Managing Across the ITIL Service Lifecycle (MALC) This session focuses on the planning, implementation and optimization of a cohesive, well-managed and sustainable Service Management program. We will also discuss the importance of Organizational Change Management (OCM).

Our instructors have successful track records as IT professionals and bring that acumen to all ITSM Academy offerings. Utilizing the highest quality content, our instructors blend their real life experiences into sustainable education. Please contact us to set up your session.
Please contact us to set up your session.

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