BEYOND20 SIXTEEN Conference – Next Month

Happy Monday everyone! There’s still time to register for the BEYOND20 SIXTEEN conference in May!  As media partners we have an exclusive offer for you; if you enter the code ITSMReview when registering you will get $100 off the ticket price.

conference_banner

If you’d like to find out more, this is the link to our event listing and if you’d like a preview of forthcoming attractions check out keynote speaker Mike Bland talking about DevOps:

Will you be going to BEYOND20 SIXTEEN next month? Let us know in the comments!

BEYOND20 SIXTEEN: Automating Change Control

Ahead of the BEYOND20 SIXTEEN ITSM and DevOps conference in May, I was lucky enough to catch up with Sherry Chang of Intel to talk about her session; Automating Change Control.

SherryChang400-262x272

Preview of forthcoming attractions:

Sherry’s session will look at how automation can transform a Change process from blocker to key enabler. During the presentation, Sherry will look at how automation can support the Standard Change model to enable more Changes to pass through the service pipeline without sacrificing effectiveness, quality or safety. For those of you who are new to the Standard Change model they are simply pre assessed, pre authorised activities that are low risk, relatively common and follow an agreed procedure or work instruction. So far so good right?

Sherry will give practical guidance on setting up your organisation to follow the Standard Change approach and will look at how these virtual quality gates can work as a more efficient approach to Change volumes over human scrutiny. As DevOps becomes the more preferred way of delivering value, Automated Governance will become more and more important in driving Continuous Delivery; Sherry’s aim is to empower attendees by sharing tips, tricks and case studies in making Change quick, effective and successful.

You should attend this session if:

You want an action packed, practitioner overview of how to move to a more Continuous Delivery stream using Standard Changes.

The official bit:

The conference overview of Sherry’s session is below:

‘Change Management and Continuous Delivery are commonly viewed as incompatible.   Gates imposed by Change Control Board often slows down any velocity gain achieved by Continuous Delivery.   However, control and velocity can be achieved by automation.  Attend this session to learn how you can achieve higher velocity, better scrutiny, and comprehensive audit trail with Automated Governance.’

 

Image Credit

Featured Image Credit

Enterprise Service Management Online Training

ITSM WEBINARS BANNER

 

Our 2016 ITSM Enterprise Service Management Training Programme will consist of a complimentary mix of live (and recorded) free to view monthly webinars with useful and compelling content to help ITSM Professionals propel the business case for ITSM.

 

Who should attend?

  • Process Owners
  • Process Managers
  • Change Managers
  • Release Managers
  • Configuration Managers
  • Service Desk Managers
  • Incident Managers
  • Problem Managers
  • Service Catalogue Managers
  • Supplier Managers
  • Project Managers
  • Service Delivery Managers
  • Developers
  • Software testers


Why you should attend

  • Cost – The Webinar is FREE.
  • Convenience– You can participate in the webinar from a location of your choosing. No travelling/ travel costs involved.
  • Interaction– You have the opportunity to communicate and ask questions with the presenter and peers.

2016 Webinar Programme

28th January 2016 – Change Management

The process that ensures Changes are applied consistently, safely and with as little adverse business impact as possible. The agenda will include:

  • Introduction to ITIL
  • Introduction to Change Management
  • Practitioner guidance
  • COBIT & process maturity

Click here to register for the recording

25th February 2016 – Release Management

The process that deploys packaged Changes safely into the production environment. The agenda will include:

  • Introduction to Release Management
  • Practitioner guidance
  • Governance
  • Quality Gates

Click here to register for the live session at 2.00pm GMT or to view the recording

31st March 2016 – Configuration Management

Knowing how your services are made up. The agenda will include:

  • Introduction to Configuration Management
  • Practitioner guidance
  • Planning
  • Identification / Baselining
  • Control
  • Status Accounting
  • Verification

The link to register for the live session or recording will be available shortly

28th April 2016 – Knowledge Management

The process of capturing, sharing and using organisational Knowledge effectively. The agenda will include:

  • Introduction to Knowledge Management
  • Practitioner guidance
  • The Dick Whittington model

The link to register for the live session or recording will be available shortly

26th May 2016 – Incident Management

AKA our super heroes on the front line. Incident Management is the process restores normal service as quickly as possible and with as little adverse impact as possible whilst ensuring nothing is lost, ignored or forgotten about. The agenda will include:

  • Introduction to Incident Management
  • Practitioner guidance
  • Major Incidents
  • Overview of the SDI standard

The link to register for the live session or recording will be available shortly

30th June 2016 – Problem Management

Getting to the root cause and preventing recurrence. The agenda will include:

  • Introduction to Problem Management
  • Practitioner guidance
  • Problem solving techniques
  • Proactive Problem Management

The link to register for the live session or recording will be available shortly

21st July 2016 – Service Catalogue Management

Having a clear menu of your live, production business services. The agenda will include:

  • Introduction to Service Catalogue Management
  • The Service Portfolio
  • Practitioner guidance
  • Using the Service Catalogue to drive transition
  • How to make sure your Service Catalogue is effective

The link to register for the live session or recording will be available shortly

29th September 2016 – Service Level Management

The process that ensures we are accountable to the rest of the business in clear, tangible effective way. The agenda will include:

  • Introduction to Service Level Management
  • Practitioner guidance
  • SLAs and OLAs
  • How to run effective service review meetings

The link to register for the live session or recording will be available shortly

27th October 2016 – Supplier Management

The process that looks after 3rd party suppliers, vendors and partners. The agenda will include:

  • Introduction to Supplier Management
  • Practitioner guidance
  • Contract Management
  • Value model
  • SIAM

The link to register for the live session or recording will be available shortly

24th November 2016 – Capacity Management

AKA performance and throughput. The agenda will include:

  • Introduction to Capacity Management
  • Practitioner guidance
  • Link to Demand Management
  • Business Capacity Management
  • Service Capacity Management
  • Component Capacity Management
  • Capacity Plan

The link to register for the live session or recording will be available shortly

15th December 2016 – Availability Management

The name of the game is uptime! The agenda will include:

  • Introduction to Availability Management
  • Practitioner guidance
  • Link to Problem Management
  • Proactive Availability Management

The link to register for the live session or recording will be available shortly

 

Webinar Module 2: Release Management – 25th February 2016

release managementThis is the 2nd module in the series of the Enterprise Service Management training course covering an introduction to Release Management.

This webinar will be presented live by Vawns Murphy at 2pm GMT on 25th February 2016. If you missed the live session or enrolled late… No problem, all sessions are recorded for future playback.

Learning Objectives

1. Types of Release, governance, quality gates and implementation planning

2. Release Management process; a practitioner’s guide

Register below to view the live session or recording of this session.

Agenda:

  • Introduction to ITIL
  • Introduction to Release Management
  • Quality Gates
  • Release process

Who should attend?

  • Release Managers
  • Project Managers
  • Service Delivery Managers
  • Developers
  • Software testers

Why you should attend

  • Cost – The Webinar is FREE.
  • Convenience – You can participate in the webinar from a location of your choosing. No travelling/ travel costs involved.
  • Interaction – You have the opportunity to communicate and ask questions with the presenter and peers.

 

REGISTER HERE to view the live session or recording of this session.

 

For details of the full Enterprise Service Management Training Programme, click here.

itSMF Czech Republic 2016 Conference

It’s the Czech Republic baby! The itSMF Czech Republic will be holding their annual conference next month – the first big ITSM event for 2016 – how exciting is that? Here’s what we know so far:

About the conference

itSMF CZ

The aim of this year’s conference is to help senior management in both private companies and public organisations optimise performance using best practice, standards, methods and techniques within IT.

IT can be either simple or complicated, but which way is best? This issue and much more will be addressed at the itSMF Czech Republic conference. Together we will be discussing whether simplicity means a higher quality of service for less money or if the reverse is true.  Are there other routes that will lead us to the holy grail of  optimal quality and optimal cost?  At this year’s conference we will look at practical examples of where simplicity worked and the other side of the story where the quality needed required more sophisticated solutions.

This year’s conference is a joint event for the itSMF Czech Republic and the Czech Association of IT Managers The conference will be over two days and has four work streams:

  • Simple or Complex IT? (Where is the optimum in terms of usability, processes and information security?)
  • Software as a Service in the commercial sector
  • Enterprise Architecture (pros and cons of using this approach in Governance and Public Sector)
  • Software as a Service in the public sector

 

Event Details:

Date: 21st and 22nd January 2016

Name:  A Simple or Complex IT?

Organiser: itSMF Czech Republic in cooperation with the Czech Association of IT Managers

Venue: the Top Hotel Prague 

Are you planning on going to the conference in Prague next month? Let us know in the comments.

 

Image Credit

SIAM Sandwiches & Champers!

Following our SIAM event last month, the BCS has released a video of the highlights:

If you’d like to see the output of the workshop you can check out our slides here and for more info on SIAM, check out our latest blog post here

A huge thank you to our partners at the BCS for producing such a fab video – teamwork high five!

Transition, collaboration & cute penguin videos – it’s the itSMF UK 2015 Conference! Part 2

Day 2

Following our coverage of Day 1 of the itSMF UK conference, we’re back as promised with Day 2!

Selling Problem Management – the views of the ITSMF UK Special Interest Group Barry Corless, Global Knowledge

First up on day 2 was Barry’s session on the itSMF UK Problem Management SIG whitepaper on selling Problem Management.

Barry’s session was focused on the output of the white paper, essentially, Problem Management needs a bit of a rebrand. It’s not a dumping ground for anything and everything, it’s a service driven follow up to reduce recurring Incidents.

Barry continued by asking the audience how they managed their Problem Management effectiveness stating “your measurements must have credibility”.

One really useful piece of advice I took away from the session was this: “go out and actually talk to your customers because not everyone fills out the customer satisfaction survey.” I loved Barry’s advice on promoting Problem Management: “selling PM is a balancing act. Crow about it too much and something is guaranteed to fall over the next day.” I’ve been there Barry *remembers own bitter experience*.

Barry finished up on a magical note: “our magic wand is to reduce risk and empower people with the skills to solve things themselves.” Brilliant point plus it made me think of this:

15544389465_b92c1f5616_o

Incident & Problem – Do we Really Need Both? Peter Hubbard, Pink Elephant EMEA

Next up was Peter Hubbard from Pink Elephant. His first act? Naming and shaming me as a partner in crime at previous itSMF conferences – thanks for that Pete!

Pete’s session was on Incident and Problem Management, how to get it right and what works in the real world. Pete opened by sharing what one customer said to him when he asked if they did Problem Management: “no, because we’re much too busy fixing Incidents.”

2192192956_2396facab1_o

It was an absolutely brilliant session and if you’re interested in Problem Management then I’d highly recommend having a look at Pete’s slides when they are published on the itSMF UK website. The highlight for me was when he talked about the ITIL books:

“ITIL says we should be on our Problems like a cheetah on a trampoline”

Just think about that for a minute (plus send me any funny pics you have of cheetahs on trampolines, I couldn’t find any).

Pete talked about how important proactive Problem Management is but how hard it is to get the buy in for it. When he asked how many people in the room did proactive Problem Management, only one hand went up.

Pete went on to reference Rob England’s standard case approach, giving real life examples of how it can reduce pain. He also gets bonus points for the cute cat picture:

The final part of Pete’s presentation focused on how to get support from our higher ups  stating “if you want to get some management fire power behind you, find out what business risks your exec is personally accountable for and see how fixing your Problem records could help.”

Collaboration for Successful Service Acceptance Sue Cater, Atos IT Services (UK) Ltd

After a quick coffee break, Sue Cater was up with her session on driving successful service acceptance. Sue’s session focused on 3 key areas:

  1. Operational Acceptance Criteria
  2. OLAs
  3. Service Acceptance Boards

Sue explained Operational Acceptance Criteria or OAC “lubricate the interface between techies and the business”. Sue went on to give some practical guidance on OACs reminding us that “they’re not build tasks. They’re at a much higher level”. Sue explained the benefits of OACs, “having OACs improved customer satisfaction levels. The cricket bat in my handbag had nothing to do with it!” We believe you Sue!

Sue continued on how using OLAs at an account level rather than a service level was much more efficient in her environment. By having one OLA per account, you can have all the individual (quirks) features of each service documented without the duplication. One of my favourite things about Sue’s presentation (apart from the cricket bat) was her guidance on putting together sensible OLAs. As the lady herself put it “make sure you have the right information at the right level. No one wants to be faffing about on SharePoint at 3 am trying to find the number for the support team”.

Next up was the Service Acceptance Board or SAB. As Sue said on the day “the golden rule is that there should be no surprises at go live.” Sue set out the rules for the SAB. It meets between 2 – 4 weeks before project go live and is attended by the project manager, the service manager and representatives from the business. The idea is to look at the service, ensure it’s hitting its previously agreed OACs and OLAs so that the people in attendance can make an informed decision at the Go / No Go point, just before go live.

Awesome session Sue and well done for styling it out despite loosing your voice on the morning. If I’d lost my voice the morning I was due to present I would have been simultaneously having kittens and tipping vodka into my coffee so kudos!

The Future of Work & Importance of Collaboration Technologies Patrick Bolger, Hornbill

The final session of the morning was Pat Bolger from Hornbill. 

Pat opened with this: “more functionality will not solve all your problems”. I really agree – how many times have we seen someone trying to fix business problems by chucking an expensive tool at it? It never ends well, believe me.

Pat went on to explain why social media had changed the game “one bad customer experience, and it’s out there”.

Pat talked about the benefits of collaboration “it gives people a voice. A study carried out by McKinsey found that collaboration can raise a person’s skills by 25%”

Pat outlined some top strategies for making it stick in the workplace. “Define the purpose of collaboration and make it sticky by using it to track productivity. One example of this is to link in with the timesheet system.” Pat continued by saying, “collaboration needs to be a destination application, people will go to it to get their stuff done.”

Pat finished on a really strong point – it’s better when we work together. You can view the video here (NB, no cute baby penguins were harmed during the filming of the video.)

After a long lunch, there was a quick interactive plenary and I do mean quick. Quite a few of the delegates were saying that they would have prefered a shorter lunch break and a longer Q&A session – maybe that’s something to take away for next year? People were definitely beginning to get a bit tired at this point:

For me, the highlights of the discussion were Jame’s take on DevOps “DevOps is a philosophy on delivering value to the business. ITSM and DevOps will compliment each other”and Caroline’s stance on Shadow IT “cockroach IT more like, only one licence but load of users on it”. Former itSMF UK Chair John Windebank reminded us to think of our customers “remember every Incident is a failure of our IT Services.”

Conference Closing Keynote Manchester – Devolution and Impact on ICT Bob Brown, CIO, Manchester City Council

The closing keynote, Bob Brown from Manchester City Council on how they’re making it work.

Bob gets bonus points for being the first speaker to mention the C word. Minds out of the gutter people! I’m talking about Christmas as apparently Father Christmas (or Santy for our Irish readers) is currently sat on top of their city hall:

2141471739_4ea425d557_z

Bob’s mantra is “Manchester City Council services are life and death so we live and breathe our support for those services.” One memorable example was the crematorium as a member of Bob’s team said, “lose the IT services behind that and the bodies will literally build up”.

The theme of Bob’s speech was the customer experience. Bob’s team are careful to spend time with their customers with Bob personally manning their version of the genius bar once a month.

Before we knew it, it was 4 o’clock and it was time for Barclay to wrap things up. Thank you to the itSMF UK for inviting us, great conference and we’ll be back next year. Roll on #ITSM16!

Image credit 1

Image credit 2

Image credit 3

ITSM, SIAM & winning elephants – it's the itSMF UK 2015 Conference! Part 1

It’s London baby! The itSMF UK held their annual conference in London this week. The theme of the conference was “new problems, new solutions” and was held at a sparkly new location, the Sofitel at Heathrow.

Day 1

Rosemary Gurney kicked off the proceedings in style with a rousing speech; telling the audience “ITSM must stand up and be counted in the business world.”  Rosemary introduced the keynote speaker, Simon Wheatcroft.

 

Simon Wheatcroft Session

Simon opened the conference with an inspirational account of how he taught himself to run marathons despite going blind at the age of 17. Here he is in action!

SIAM: Lessons from the Frontline – Martin Goble & James Finister Tata Consultancy Services

The first session of the day was on SIAM and all eyes were on Martin & James.

Martin and James opened their session by taking some of the mystery out of SIAM stating that it’s “a framework that enables you to hit the targets in your vision.” So far so good right? Not too scary, even for a SIAM newbie like me. They went on to explain that SIAM isn’t an org chart or a model, it’s a framework that goes beyond ITIL.

SIAM isn’t however, a magical solution that will fix everything:

Martin and James’ session focused on practical advice on using SIAM. They explained how vital organisation Change Management was explaining “SIAM might be sexy to the CIO but if the Service Desk don’t get it then it wont work”. They went on to outline how to motivate suppliers in working together explaining that organisations need “a fair risk – reward model in order to drive collaborative behaviour.” When asked what a fair incentive would be, James gave a fantastic  example where he saw the CEO of the supplier company that had breached their SLA give £1 in person to the CEO of the company that was buying their services stating “it happens once, then everyone reporting to that CEO will make sure it never happens again because of the fall out”. Brilliant example and wise words indeed James.

Martin finished the session with one of my favourite quotes from the conference: “SIAM is a Major Incident bridge at 3 o’clock in the morning where the supplier does something above and beyond, that isn’t even in their contract, just because they like you.”

 

Cyber Resilience for IT Service Managers – Stuart Rance, Optimal Service Management

Next up was the total legend that is Mr Stuart Rance on Cyber Resilience and the new framework, RESILIA. Stuart opened the session by talking about why cyber resilience was critical to the business and that if you get it wrong “both your customers and your money will fly out the door.”
He referenced how commonplace security breaches occur citing Target, Talk Talk and the UK Child Benefit breaches as examples stating “if you think you’ve never been breached then your monitoring simply isn’t good enough.”

Stuart then introduced RESILIA, the new framework for cyber resilience. Luckily for all us ITSM geeks, it’s lifecycle based and sits nicely with ITIL. This is what the framework looks like – look familiar to anyone?

Axelos-RLC

Stuart walked us through the framework, giving practical examples of how to get involved suggesting “find out who the Infosec people are in your organisation and ask them how you can get involved. Look, we’re all lazy, we all circumvent controls because it’s easy and we all look sheepish when we’re caught.”

Stuart continued by stating that “ITSM and Infosec absolutely have to collaborate. Every single ITSM process has a part to play in information security so get involved in cyber breach scenarios and testing.”

Stuart concluded  by explaining the important role that CSI plays in RESILIA stating “ in Infosec, you wouldn’t even get away with not doing CSI for a month.” You can check out RESILIA here for free until the end of November.

 

Beyond Base Camp; taking a new route to improve service levels – Stuart Higgins, SUMERIAN

The first session after lunch was from Sumerian. It was tagged as being a session that explained how Capacity Management could support the other ITSM processes something I was really excited about because I don’t think that Capacity Management gets the love it deserves. It opened on a promising note with Stuart explaining “Capacity Management is key to improving service levels.” Stuart continued by talking about using three steps to delivering effective Capacity Management, “run, plan and optimise.”

Stuart talked about the need for automation in Capacity Management stating “most capacity related  Incidents could be prevented by using predictive analytics.”

The next part of Stuart’s presentation was a demonstration of how the Sumerian toolset could carry out Capacity Management tasks. For me, this part of the presentation didn’t work, as one delegate put it “it wasn’t bordering on a sales pitch, it went well over the line.” To be fair, Stuart switched back to explaining how Capacity Management could be aligned with other ITIL processes, using Configuration Management as an example. For my money, this session would have worked better as either an interactive demonstration of the software at the Sumerian stand or by getting the delegates involved in some sort of game to demonstrate Capacity Management.

Stuart finished with a great piece of common sense advice stating “we have to be more responsive in IT. Patch Tuesday happens every week, the clue is in the name people!”

 

SFIA V6: Using Skills to Leverage your Biggest Asset, People – Matthew Burrows, BSM Impact

Next up was Matthew Burrows talking about the latest version of skills framework SFIA. For those of you not familiar with SFIA, Matthew explained that “ it’s a common language to define skills, abilities and expertise in a consistent way.”

Matthew took the audience on a whistlestop tour of SFIA, explaining how it can benefit the business by having the right people, with the right skills in the right roles.

Matthew explained that both ITIL and COBIT reference SFIA:

What I loved about Matthew’s session was how accessible he made his subject matter saying “you don’t have to pay a fortune to use it, just download it and have a play with it.”

 

Two-Speed Transition: Tradition & Innovation – Starring Release, Service Catalogue & Early Life Support (Service Transition SIG)

The final session of the day was a workshop run by the Service Transition SIG. I’m not going to review it as I was part of the session as an enthusiastic SIG member! The theme of the workshop was two track IT, covering traditional versus agile ways of doing Release Management, Service Transition and Service Catalogue. The boss, @itammartin, was on bell duty, making sure that each speaker had their allotted five minutes. The output of the workshop will be pulled together by the SIG and shared with our members, so watch this space!
I missed the awards dinner because I was on child wrangling duty but congratulations to the winners and the nominees. You can see the full list here: and here is a picture of said children:

Cuddlemonsters

To be fair, the hug I got when I walked through the door on Monday night more than made up for missing out on the gala dinner! In all seriousness though, a huge congratulations to all the winners and everyone that was nominated and a special shout out to Pink Elephant who won the training company of the year category. Awesome work guys #gopinkorgohome

That’s it for now – come back soon to see our coverage of Day 2!

Image credit

SIAM for beginners

6196173097_a18978e6bc_zAhead of our joint workshop with the BCS on the 17th of November we speak with 2 experts to discuss all things SIAM, people & culture.

Podcast Guests:

Dave Kelsey, BCS 

Steve Morgan, Syniad Solutions Ltd

Podcast Topics:

  • SIAM Skills Workshop
  • What is SIAM?
  • The interest in SIAM
  • When is SIAM right for me?
  • Culture change
  • What skills do I need for SIAM?
  • What’s available in the market?
  • Are service providers adapting to the demand for SIAM?

Find out more about the workshop here or via the BCS event page.

ITAM Review and ITSM Review Feeds

 

Image credit
Image credit

ITSM Review Confirmed as Official Media Partner for PINK16

The ITSM Review are excited to be confirmed as official media partners for PINK16 – Pink Elephant’s 20th annual international IT Service Management conference and exhibition in Las Vegas from 14th – 17th February 2016.

Pink Elephant trademark

PINK16

Now in it’s 20th year, Pink Elephant’s Annual IT Service Management Conference & Exhibition being held in Las Vegas from 14th – 17th February 2016 offers delegates a packed itinerary.

This year’s conference focus is IT @ The Speed Of Change and the event includes 12 tracks and 160+ sessions, covering a vast array of subjects from all across the IT Service Management (ITSM) spectrum: ITSM, ITIL®, ISO, Lean IT, Six Sigma, PRINCE2®, PMBOK®, COBIT®.

Bellagio, Las Vegas
Bellagio, Las Vegas

 

With a vast array of speakers, including a keynote from Emmy & Tony Award Winning Actor Martin Short, delegates will enjoy a comprehensive and entertaining few days.

WHAT: PINK16

WHEN: 14th – 17th February 2016

WHERE: Bellagio Hotel, Las Vegas

WHO: C-Level, including CIOs/CTOs/CSOs, IT Directors, VPs, IT Service and Support Managers, Service Desk Managers, IT Infrastructure Managers, Process Owners, Senior Support Analysts, Quality Managers, Service Level Manager, Project/Program Directors and Managers, IT Auditors, IT Consultants, IT Suppliers/Vendors, Anyone seeking to understand why and how to implement best practices according to ITSM, ITIL , ISO, Lean IT, Six Sigma, PRINCE2, PMBOK, COBIT, anyone who is interested in building and managing a truly business focused IT organization

HOW TO BOOK: Click here

 

The ITSM Review is looking forward to attending and covering this event. See you there!

 

Image credit