Clare Agutter SIAM - The Good The Bad The Obligatory And The Virtuous

Whats our position on SIAM for SLM

Anthony Oxley

Siam for enterprize agility

Francis Martens

1 dave van herpen agile siam - regie op kwaliteit in de cloud

NMITSymposium

Service North 2018 - Successful SIAM bids

Presentation from Service North: SIAM Edition, a conference held in Leeds UK on March 30th 2017. Littlefish and Historic England have both seen a dramatic change as organisations and have been working together in partnership since late 2016 to on-board and run a new SIAM model involving new some insourced and outsourced IT services. They explain how the experience has been from a customer and supplier perspective before, during and after implementation. This includes lessons learned, organisational change and how collaboration, partnership, principles and a twist of DevOps, have helped (or hindered) progress.

Tales from the Frontline - Historic England and Littlefish's SIAM journey

Owen Appleton: FitSM

AXELOS Global Best Practice

Newcastle University ITIL® Case Study - AXELOS Webinar

Service Integration and Management

Desmond Devendran

SIAMease

Elina Pirjanti - Considerin using your ITSM tools beyond IT? Do your homework...

Neil Forshaw - Service managing cloud services perception vs reality v0

Mathew Burrows - Maximising value and building trust in your digital supply c...

SIAM and DevOps - Getting the Best of Both Worlds

SIAM Whitepaper

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When Cultures Clash - SIAM & Universities

Antony Oxley - Has the digital age left service level management in the dust?

Steve Tuppen - Digital Service Management

ecognize this? Your organization is “doing” service management, but you are not really sure where you’re heading, where you’re at and what’s next? Well, you are not the only one! This is where FitSM can help; a lightweight, open source, service management standard that keeps you focused, on-track and sets a clear finish line. FitSM is a proven approach that enables fast adoption of service management principles. Besides a minimal set of requirements, it provides templates, samples, guides, maturity assessment tools and training. All this guidance takes the guesswork out of service management adoption program. When already down the path of adopting VeriSM™ or ITIL® best practices, you will have a jumpstart with meeting the FitSM requirements. And, the icing on the cake is that when seeking ISO/IEC 20000 certification, compliance with the FitSM standard gets you to 75% compliance with the ISO standard. Join us for an educational overview of the FitSM standard that is gaining momentum and adoption across the world. You’ll walk away with an easy-to-use and must-have tool in your service management adoption toolkit.

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Service North 2018 - ABB's SIAM journey

Whats our position on SIAM for SLM

Siam for enterprize agility

1 dave van herpen agile siam - regie op kwaliteit in de cloud

Service North 2018 - Successful SIAM bids

Tales from the Frontline - Historic England and Littlefish's SIAM journey

Owen Appleton: FitSM

Newcastle University ITIL® Case Study - AXELOS Webinar

Service Integration and Management

SIAMease

Elina Pirjanti - Considerin using your ITSM tools beyond IT? Do your homework...

Neil Forshaw - Service managing cloud services perception vs reality v0

Mathew Burrows - Maximising value and building trust in your digital supply c...

SIAM and DevOps - Getting the Best of Both Worlds

SIAM Whitepaper

When Cultures Clash - SIAM & Universities

Antony Oxley - Has the digital age left service level management in the dust?

Steve Tuppen - Digital Service Management

Service Integration and Management (SIAM)

Similaire à Clare Agutter SIAM - The Good The Bad The Obligatory And The Virtuous

No-Nonsense Service Management with FitSM

Mark Constable

Making SIAM Work (for you)

Lockheed-Martin

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NUS-ISS

Martin Goble - Are you siam ready

The proper integration of your Remote Monitoring & Management (RMM) solution with your Professional Services Automation (PSA) tool yields service delivery efficiencies greater than the sum of their parts. But no vendor offers a true, tight integration of both technologies, so how do you accomplish this? You Have To Follow A Best Practice In this 60 minute webinar, former MSP owner and renowned MSP expert Erick Simpson of SPC International will teach you the importance of process integration and optimization, so you can get the most out of Kaseya and your PSA tool using effective service delivery management best practices. In This Webinar You'll Learn: Key industry best practices for PSA process design and implementation using several proprietary techniques – based on years of practical experience with all the common PSA tools) How to integrate and configure best practice processes, procedures, workflows, forms, agreements, and templates for maximum effectiveness What to expect during your integration journey, with examples of client onboarding, project initiation, change management, billing/accounting management, SLA management, marketing/sales process, and more How other MSPs have used these techniques and increased profitability by 20% - or MORE And much more

MSP Best Practice Integrating your RMM with your PSA Solution for Maximum Pr...

Kaseya

11 Actions that will make your SIAM Programme successful

Steve Morgan

ARC's Sid Snitkin Asset Lifecycle Management @ ARC Industry Forum 2010 in Orlando, FL. Rethinking Asset Lifecycle Management ARC and Asset Lifecycle Management  ARC has a long history of research around ALM • Over 20 Years in Automation Systems and Field Devices • Over 10 Years in IT Systems related to ALM • ALM has been a key topic of ARC Forums for over 5 years  We have developed various models to help clients understand issues, develop strategies and select solutions • TEAM, ITEAM, CALM, DOM  ALM is a good match with our analysts’ capabilities • Ten analysts participate on our ALM Team • Most are Engineers with O&M and D&B experience • RCM, Reliability, Analytics

ARC's Sid Snitkin Asset Lifecycle Management @ ARC Industry Forum 2010

ARC Advisory Group

Business Analytics as a Service

Arrow ECS UK

ITAM AUS 2017 How to get SAM happily frolicking on the Cloud

How do you ensure your SIAM model is fit for purpose, able to deliver once implemented, and is providing the business benefit realisation post deployment? Are your people and process in place? This presentation provides insight into the SIAM SIGS approach and how your business can benefit. The impact of change and not dealing with it is the causal factors of many IT ventures. Here Richard surfaces those issues and the need to address them in a successful SIAM implementation.

Richard Oliver: Tested, Ready, and Able

Australia Conference 2018_ISO 19770 – How it’s changed and how it can benefit...

For starters, we are proud of our best in class trainers. Our trainers have sufficient experience behind them, and have trained for the longest time on the topics you will be learning. Plenty of people have registered a high satisfaction rating on completing our courses, particularly the SIAM Foundation Certification Training Course. You get loads of quality learning material during the SIAM foundation certification training course, for instance, a learners manual and specially designed paraphernalia, which is excellent value. The SIAM Foundation certification training course is spread over one day, and you have ample opportunity to get all your questions answered. Join Knowlathon for better experience.

SIAM.pdf

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When it comes to good supplier management, it’s an opportunity you wouldn’t want to miss and a risk you cannot afford to take. Meticulous supplier information gathering, measuring performance, and assessing risks is a two-way collaborative process between buyers and suppliers. Without the right tools and processes, efforts to manage your supplier portfolio could take a lot of time with little results. This session presents the groundwork for laying a successful supplier management strategy and the best practices in maintaining buyer and supplier adaption.

Effective Supplier Management: Because Knowing Is Better than Wondering

SAP Ariba

BMC Engage 2015 Breakout Session #420 - #ITSM_SUCCESS-Final_3.5 (1)

Phil Bautista

ITAM UK 2017 Oh boy, this is going to be a challenge_David Foxen

Association for Project Management

How safe is SAFe for Arm IT? - Wednesday 15 August 2018 - Cambridge

Talent Supply and Demand: Saba as the Gold Source for Skills at DXC

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pstrookman

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Similaire à Clare Agutter SIAM - The Good The Bad The Obligatory And The Virtuous (20)

No-Nonsense Service Management with FitSM

Making SIAM Work (for you)

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Martin Goble - Are you siam ready

MSP Best Practice Integrating your RMM with your PSA Solution for Maximum Pr...

11 Actions that will make your SIAM Programme successful

ARC's Sid Snitkin Asset Lifecycle Management @ ARC Industry Forum 2010

Business Analytics as a Service

ITAM AUS 2017 How to get SAM happily frolicking on the Cloud

Richard Oliver: Tested, Ready, and Able

Australia Conference 2018_ISO 19770 – How it’s changed and how it can benefit...

SIAM.pdf

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Plus de itSMF UK

Nicola Reeves and John McDermott: Value Creation in a Hybrid World

Gary Gamp: The 21st Century Service Manager

Cyber security is no different from any other management activity, the theory is straight forward and well known, but the execution is very difficult. Interestingly, recent research carried out by a UK/ NATO industry team identified that one key element of high quality cyber security is world class service management as the majority of controls used to secure a system lie within the service management realm. So how do you effectively encompass cyber security into service management? In this presentation Martin outlines the background to the research and shares the results that identify how service management controls fit within a cyber security life cycle. Then, building on this work, Martin showcases how we need to think more about effectiveness and continuous improvement rather than compliance to give us the best chance of staying ahead of the attackers.

Martin Huddleston: No Service Management, No Security

When you look at organisational strategy today, 90% of it is based on getting technology to do the work. Digitalisation is brilliant and will futureproof channel shift and personalisation, but we need to be wary of leaving behind the human element. We are always going to require people to deliver customer service – it’s all about bringing in the right people with the right skills and mindsets; but unfortunately some of the messages around that are getting confused. Whether you work in service or support, customers expect to get value from the time they invest in every conversation with you. Top performers, in all sectors, really get it. We should be talking about creating value at every single touch point. Best-in-class companies realise that spending time and effort on customer conversations, combined with the right mindset and skills, will result in value for both the customer and the business. In this presentation, Rebecca shares examples of companies who are getting it right. Take a look at her presentation to: understand the science that backs up the thinking, hear of case studies that have shaped thinking, and to better understand the mindsets and skills required to create more human conversations.

Rebecca Ulyatt: People Power – Crack the Code, One Conversation at a Time

In a time of digital transformation there is a business imperative to continuously improve services, yet too often continual service improvement (CSI) is often left as an isolated afterthought in IT operations. In this presentation Chris outlines a proven model for implementing CSI driven by business value, and intelligently inter-connected with other service management capabilities, processes, and functions. Learn how to: govern CSI, identify business benefits, align metrics across initiatives, introduce a portfolio approach to CSI, make CSI both agile and lean, and integrate CSI with problem management.

Chris Bryan: Continuous Service Improvement in a SIAM Environment

Johann Diaz: The New Management of Service – Joining Up the Enterprise

David D'Agostino and Tony Price: Kicking the KPI Habit

It has already been well documented that the service desk is under increasing amounts of pressure – whether it is to improve speed of response, be more agile, support non-traditional functions, and, usually, do more with a reduced budget. The answer? “Going digital.” Or so they think… In this presentation Peter examines how many organisations have, by purchasing a plethora of tools that overlap one another, inadvertently created data siloes that have hampered the transformation and growth of the enterprise; and how instead of allowing these siloes to reside side-by-side with different departments managing the data in different ways, now is the time to connect them in order to streamline operations and create a positive change within the business. Take a look at this presentation to learn proven ways in which businesses can successfully leverage service management technologies and approaches into their operational processes, whilst simultaneously improving outcomes and building a strong foundation for future business growth.

Peter Hubbard: Don't Get Stuck in a Silo – Going Digital isn't Transformation

Our fascination with machines is infinite, as is the unceasing focus to humanise them. The question is, how far are we willing to take artifical intelligence (AI)? Humans are emotional but not always emotionally intelligent, so it’s therefore possible that we end up we limiting the technology, losing ourselves in what we create. As such, to deal with the volatility, uncertainty, complexity, and ambiguity of our environment we must look beyond IT! In this presentation, Simone explores the positives and negatives of volatility, uncertainty, complexity, and ambiguity (VUCA) with resilience vs. resistance, and teaches you how to understand talent diversity requirements in the machine age. In addition, she shows you how to elevate good habits while still retaining originality.

Simone Jo Moore: Machine Humanity

Hayley Butler and Spenser Arnold: Agile Service Management

As the operator of Britain's railway infrastructure, Network Rail (NR) is tasked with managing a highly complex, multi-dimensional and ageing railway consisting of 20,000 miles of track, 40,000 bridges and tunnels, and 23,000 switches and crossings. The challenge to NR to run a safe, high performing railway meant it had to look at new, innovative ways of working to exploit the current infrastructure to meet current and future demands. This presentation describes the part that IT is playing in that transformation.

Network Rail: Intelligent Infrastructure

Vocalink Mastercard has been running a proof of concept on VeriSM, with a view to introducing the approach into the wider organisation, and in this session they will be sharing their journey with the audience. Looking at governance (how they carried our gap analysis against the introduction of the new "product"); service management principles (how they reviewed VeriSM to ensure alignment with existing best practices), management proactices (how they formally introduced agile and DevOps into the business), and more. The presentation aims to assist other organisations with their own implementations, by showing how Vocalink Mastercard has taken the theory from the book and put it into practice in the real-world. Take a look at this presentation to discover how to introduce VeriSM into your own organisation and keep it gathering momentum, how to get approval from senior management and executives to proceed with any given rollout, what training and qualifications you will require (if any), and how to agree your objectives for the successful adoption of VeriSM.

Clare McAleese: Verism at Vocalink Mastercard... Our Journey so Far

ISO/IEC 20000 is a standard for service management that can be applied to IT and non-IT services and is already used around the world, which can be supported by ITIL, VeriSM, Devops, IT4IT, or any other framework. With the third edition of the standard being published in Q4 of 2018 and officially launced at ITSM18, this presentation is perfect for those that already use ISO/IEC 20000 and want to find out about what is new; or those who are wishing to improve their services and learn more about what ISO/IEC 20000 is. Take a look at this presentation to get an overview of the revised standard covering: why the revision was needed and how it addresses today's business and service management challenges; the benefits of the standard and of the revision; what is new, changed, or removed; and the timeline for transition for organizations already certified.

Lynda Cooper: ISO/IEC 20000 - The Launch of the Revised Standard

Andrew Vermes: Major Incident Management

Dave Wheable: Can We Manage the Future

Stuart Howitt: Honey, I Shrunk the Incident

Akshay Anand: The Future is Built on ITIL – Get Ready for ITIL 4

Gamification in service management is nothing new, but all too often it only focuses on points, badges, and leaderboards. In this presentation, Sanjeev goes beyond this, and shows you how you can apply gaming techniques to drive the right behaviours amongst end users and agents. Plus he shares examples of specific game techniques that can be applied to your service desk, based on Yukai Chou's Octalysis framework for gamification and behavioural design. Take a look at this presentation to gain actionable insights based on game techniques when applied to the service desk; to take away advice on how to improve end user adoption (of the likes of self-service) and agent motivation. Plus learn a new behavioural design framework (Octalysis).

Sanjeev NC: 5 Game Techniques to Immediately Apply in Your Service Desk

Alice Doyne: Service Design Meets Service

Respect for People is one of the pillars of Lean. If you read the Lean-Agile and DevOps literature or attend conferences, you will hear plenty about culture. However, these ideas usually aren’t presented as systematically and tangibly as the process tools. Most of the Lean principles that we study are focused on the other pillar, continuous improvement. Cultural ideas may be mixed in there but in a way that’s hard to untangle. Or, at the risk of ruffling some feathers, they may seem overly touchy-feely or theoretical brain science-y. This is a real shame. A business can’t just be a nice place to work, full of nice people; it must deliver a steady stream of results for customers and financial stakeholders. But the best long-term results come from providing a sustainable, healthy work environment. So investing in a strong culture is a wise decision for executives and managers. Here ITSM17 top-rated speaker Jon Terry explores some key ideas around team structure and the responsibilities of both team members and managers in a respectful Lean-Agile company. The presentation provides candidates with a set of seven principles to spell out respect for people to match those for continuous improvement. And it shares some of the source material from which these ideas are derived.

Jon Terry: Respect for People Lean's Neglected Pillar