Recorded Webinars
Dealing with ITIL's Catch-22 for Service Performance: Where Simplicity and Complexity Meet
(average 5.00 out of 5)

On the one hand, defining services is about deliberately abstracting the operational aspects of delivering IT services. Cloud computing, from the business' perspective, is simple!

On the other hand, cloud environments establish operating models that require decomposing extremely complex, virtual service infrastructures.

So IT organizations get thrown into a seemingly endless series of death-march projects that seem virtually impossible to complete. Adopting IT service management is part of the solution --- and part of the problem.

Having already captured substantial value from process-based improvements through increasing process maturity in areas such as Incident, Problem and Change Management can result in diminishing returns. Attempts at creating Configuration Management Data Bases (CMDBs) often result in static configuration data and processes that just cannot keep pace with today's virtual environments. Service Level Management suffers from an inability to monitor end-to-end services based on complex, virtual technologies. Continued process improvement efforts can actually turn IT staff against the very improvement programs they need to survive in the new world!

Request EXCELerator: A library of common service request workflows for ServiceNow
(average 4.33 out of 5)

Is it taking too much effort and time to create a critical mass of Catalog Items for the Service Catalog application?

Are you still handling service requests in your Incident application?

If so, the Request EXCELerator provides a library of 40+ common Catalog Items so you can launch your Service Catalog quickly and easily.

Using the Service Catalog to Provide Customers Real-Time Cost Transparency & Consumption
(average 5.00 out of 5)

Many IT organizations think they should be reporting IT consumption and IT costs to the customers on an annual, quarterly, or monthly basis.

If the goal of IT cost transparency is to enable the Business to control their IT spend, provide backward looking information isn't enough.

The pace of Business faster than ever before. In order to support decision-making, information needs to be delivered in real-time.

Watch this complimentary on-demand webinar from Third Sky and PMG to learn:

  • How providing real-time IT cost information is actually easy and something you can do today!
  • How the Service Catalog can allocate transaction costs in immediately
  • Mistakes to avoid when allocating IT costs
Defining IT Services for the Business
(average 5.00 out of 5)

Defining business services, or as ITIL 2011 clarifies it as “customer-facing IT services”, is difficult because the abstract nature of a service creates questions such as:

  • What does the business perceive as the end-to-end service?
  • How many business services should there be?
  • Why are there diverse opinions on what are the services?

This session uses real-world examples to explain key business process to IT service mapping concepts and provide a step-by-step approach for creating a business service catalog. It covers:

  • How to start with the business architecture, business capabilities and business processes
  • Examples of industry standard business process frameworks
  • Identifying business services and mapping them to business processes and capabilities
  • Getting the right level of granularity when defining services
  • How to validate the business services with customers
  • Creating a roadmap that uses the Customer-Facing Service Catalog to integrate with Service Level Management and Financial Management
New ServiceNow EXCELerator - Publishing the Service Portfolio
(average 3.25 out of 5)

Third Sky and Navigis are launching a new ServiceNow application that completes the missing piece in the Service Portfolio, Service Catalog and Request hierarchy.

ITIL describes the Service Catalog as a communication tool that answers the key questions that customers ask IT:
- What services do you offer?
- What does the service include / what are its features?
- What can I expect from a service level perspective?
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