Recorded Webinars
Tips for ITSM Assessments - Learning How to Fish
(average 5.00 out of 5)

Customers that have made the decision to adopt IT service management typically make initial investments in ITIL Education. Many also recognize that regular assessment must be part of any continual service improvement program, and often hire a consultant to perform an assessment. The TIPA methodology is based on the ISO standard for process assessment and offers a vendor neutral, repeatable evaluation method that customers can use to self-assess their processes.

However, it is essential that assessments not be treated as a one-time event, and clients should take steps to ensure that over time staff learn how to self assess. This provides an ideal opportunity to leverage ITIL education, obtain consistent results and enable benchmarking with other institutions. Regular assessment can help key staff learn the importance of managing process work products, how tailoring guidelines can empower staff (rather than control them), re-enforce an understanding of process dependencies and focus the sequencing of improvement efforts in a way that minimizes effort and maximizes results.

Problem EXCELerator - A Pre-Packaged Process and ServiceNow Update Set from Third Sky and Navigis
(average 5.00 out of 5)

Third Sky and Navigis are launching our third pre-packaged Process and ServiceNow configurations that will give you a turn-key approach to Problem Management process. This package addresses reactive Problem Management, proactive Problem Management and Root Cause Analysis of Major Incidents.

Supercharge your Problem Management process with ProblemEXCELerator:

  • Pre-Packaged Process documentation: swim-lane flow charts, roles, responsibilities, policies, metrics and more!
  • Pre-Packaged Training materials: slides, job aids, etc.
  • Pre-Packaged ServiceNow update set (pre-configured to best practice)
Educating with a Purpose - Building a Role/Responsibility Specific Direction for your ITSM Service Team
(average 5.00 out of 5)

As IT service management (ITSM) initiatives continue, there is greater need to maximize the "people" resources and capabilities used to deliver IT services. The best managers add far more value to our mission than they would functioning as an individual contributor.

The ITIL 2011 edition provides (some) valuable guidance on appropriate and necessary roles and responsibilities definition. Support your investment in process and organizational improvement. Assure you are aware of how to build an successful ITSM organization and how one succeeds in the highly influencial and impactful roles identified in ITSM.

The Service Desk and Service Level Management - The Perfect Pair
(average 5.00 out of 5)

Many organizations work diligently on the capabilities of their Service Desk while giving little or no attention to the vital partner of the Service Desk function – the Service Level Management process.

Join us for this complimentary webinar to learn about the critical role that a mature Service Level Management process plays in Service Desk excellence. We will also talk about the mutually supportive roles that the SLM process and the Service Desk function play in delivering real business-IT alignment.

Achieving a Services Orientation - Your Service Catalog Flight Plan
(average 5.00 out of 5)

Transforming IT from a technical to a services-oriented organization is at the heart of IT service management. The ‘specialized organizational capabilities for delivering value to customers in the form of services’, must start with defining what a service is, and establish a Catalog of services.

But getting your initial Service Catalog off the ground is just the first step.

Join us for this complimentary webinar to discuss:

  • Services and the importance of customer outcomes
  • What’s happening beneath the iceberg the customer sees
  • Challenges with aligning to customer outcomes
  • The need for supporting processes and the evolution of service ownership
  • What the elements of a Service Catalog "Flight Plan" should be
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