#TFT14 Dan Kane - Are those real metrics, or are you just telling stories?
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In IT, we want our data straight and precise. But what if the question we're trying to answer isn't so black & white? What if the intended recipient has a pre-existing assumption about the required decision? With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7
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According to Forrester, 72% of customers prefer to self-serve to answer their questions. Christophe Capel will demonstrate how Atlassian’s IT team built a self-service desk for its legal team to maximize its efficiency and add more value to the business. Atlassian’s self-service desk enabled it to cope with a two-fold increase in service requests by automating business processes and workflows, creating a self-service catalog to reduce the team’s workload, and prioritizing high-impact requests and issues.Christophe Capel, The 'Do It Yourself' Service Desk
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One of the things ITIL V3 improves is the whole development/production interface, introducing radical concepts like production readiness, acceptance, evaluation... oh and testing. Heady stuff. But something that was omitted from ITIL V3 was documentation of Dead Cat Syndrome: chucking new services across the Production fence like a dead cat.
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The evolution of technology has far outpaced our cultural mindset. Many people in modern, tech-prevalent cultures are choking on the detritus of busyness and abundance, while many more still struggle with basic needs. Too often technology exacerbates or obscures this problem instead of helping us solve it, because our models of value are outdated, incomplete and transparent.
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It's Monday and you are on the elevator with some key figures in the business. Initially there is uncomfortable silence which is backed by a Muzak version of AC/DC's TNT.
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According to Forrester, 72% of customers prefer to self-serve to answer their questions. Christophe Capel will demonstrate how Atlassian’s IT team built a self-service desk for its legal team to maximize its efficiency and add more value to the business. Atlassian’s self-service desk enabled it to cope with a two-fold increase in service requests by automating business processes and workflows, creating a self-service catalog to reduce the team’s workload, and prioritizing high-impact requests and issues.Christophe Capel, The 'Do It Yourself' Service Desk
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This presentation has been well received every time. For TFT14 I'll be updating it, with new material on warranty periods (what ITIL hilariously calls Early Life Support).Rob England, Dead Cat Syndrome by The IT Skeptic
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The evolution of technology has far outpaced our cultural mindset. Many people in modern, tech-prevalent cultures are choking on the detritus of busyness and abundance, while many more still struggle with basic needs. Too often technology exacerbates or obscures this problem instead of helping us solve it, because our models of value are outdated, incomplete and transparent.
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It's Monday and you are on the elevator with some key figures in the business. Initially there is uncomfortable silence which is backed by a Muzak version of AC/DC's TNT.
With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7#TFT14 Ryan Ogilvie - what the hell is IT doing?
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For years, we have been talking about Business-IT alignment and to be honest, limited organisations have successfully accomplished that. In most organisations, the relationship is "dry", which causes friction. We are getting to the point where we need to realize that the love between the business and IT requires more than just alignment...
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With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7#TFT14 Mark Fitzgerald, Making sense out of information chaos
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With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7#TFT14 Kiran Pabbathi, Top 5 issues in ITSM consulting
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Doesn't IT feel as if everything is about to change? And that you are the ones who can change it
Join Ian Aitchison as he describes how Process is becoming Physical, how re-thinking ITIL Event Management actually provides the key to changing the future of IT Service Management, and how dramatic shifts in current and pending technology have the potential to take us beyond the tipping point - into a new world of User Oriented IT.
Not just ideas and inspiration, this session contains practical examples of re-shaping 'back-end' ITIL activities into measurable improvements in IT Customer productivity.
If you don't engage now. You might not be engaged tomorrow.
For more about TFT please visit www.tomorrowsfuturetoday.com
Submit to speak at #TFT14 here: list.ly/list/7Pn-tft14-february-2014TFT13 - Ian Aitchison, Approaching the Event Horizon
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Service Management has had a global standard since 2005. Uptake is now rocketing in many parts of the world. I think of ISO 20000 as the 'essence of great service management' distilled down into just a few pages.
This session will look at how organisations and their customers can benefit from ISO 20000. This is not necessarily through certification. Big is not always beautiful as far as standards are concerned, so I will discuss a 'lite' approach for smaller organisations, and also look at synergies between ISO 20000 and other quality initiatives. The session is for all those who think that there may be value for them in the standard and for those who really aren't sure.
To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.com
Submit to speak at #TFT14 here: list.ly/list/7Pn-tft14-february-2014
TFT13 - Claire Brereton, Eau de 20000 - The Essence of ITSM
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Saurabh presented these slides as a stand-in for Sean McClean who was unable to appear in his scheduled time slot (but did record later and you will find his slides in this channel) This presentation looks at configuration management and practical tips for ITSM practitioners.
To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.com
Submit to speak at #TFT14 here: list.ly/list/7Pn-tft14-february-2014TFT13 Saurabh Dubey, The Practical Side of Configuration Management (Addition...
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There is a natural tension that builds when you see a person approaching you and whether the energy fades into nothing or becomes a ride-able wave depends on your skill to find the sweet spot.
We’re Professional Communicators, not blind, standard break-fix auto-bots. To manage services and expectations, we need the skill to communicate clearly, concisely and deliver understanding of our services, its impacts on the customer and the business overall.
Increase your skill for maximum balance, stability and manoeuvrability in your conversations. You’ll create easier and more productive relationships with your customers, team mates and managers. But watch out, you still may wind up eating sand!
To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.comTFT13 - Simone Jo Moore, Communication Waves, A Very Human Business
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With thanks to Cherwell Software. Please visit http://bit.ly/tftCherwell for a short 2 minute video.
Your cell phone thinks you're an @$$-hole: (The importance of Human BE-ing in your digital personas).
Trust is quickly becoming the de-facto currency of the brave new digital world. In order to achieve trust, we must strive to be as authentic in our digital dealings as we try to be in our physical dealings (Maybe even more so given the permanence of our digital footprints).
As we augment our humanity more each day with technology, it becomes incredibly important to ensure we continue to embrace those qualities which make us human and perfectly imperfect. Technology can take us to incredible heights personally and professionally, now with big data, social graphs, digital sensors, connected systems, frictionless sharing, digital influence and mobility, your life has become very transparent.
In this session we will explore common digital transgressions and ways of restoring Human BE-ing to your daily digital interactions through trust, connectedness, mindfulness, digital emoting and defence against the dark arts of digital douche-baggery.
To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.comTFT13 - Shane Carlson, Augmented Human - Your Cell Phone Thinks You're An Ass...
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You heard about Standard+Case at TFT12. At TFT13 you can find out more:
- how S+C empowers customers as well as staff
- how S+C is an essential step on the path to service excellence
- how S+C adapts our organisation to the rise of the knowledge economy and the decline of "IT industrialisation"
- how use of S+C ideas are working out in the real world
...and whatever else I learn about S+C before June. Heck ANYTHING could come up between now and then at the rate the world is changing.
To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.comTFT13 Rob England Standard+Case approach: applying Case Management to break f...
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To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.comTFT13 Barclay Rae ITSM Goodness: 7 steps to success
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With thanks to Cherwell Software. Please visit http://bit.ly/tftCherwell for a short 2 minute video.
You probably use remote support on your service desk. In fact, you probably use more than one remote support tool . . . and they're probably not secure. For years now, remote support has been found to be the leading data breach attack pathway. Attackers use simple methods made possible by legacy remote support technologies accessible to the internet. McNeill will discuss how your service desk may be putting your company's data at risk and what you can do to secure remote support.
To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.comTFT13 - Nathan McNeill, Securing Remote Support
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For years, we have been talking about Business-IT alignment and to be honest, limited organisations have successfully accomplished that. In most organisations, the relationship is "dry", which causes friction. We are getting to the point where we need to realize that the love between the business and IT requires more than just alignment...
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With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7#TFT14 Rajesh Gundurao and Firosh Poochaly, Technology Trends and Impact to ITIL
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The challenge of today is not finding information, it is making sense of it and determining if it is relevant or not. All of our efforts of categorizing and structuring data maybe as problematic as the amount of data itself. Let's talk about knowledge assessment rather than knowledge management.
With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7#TFT14 Mark Fitzgerald, Making sense out of information chaos
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Today many ITSM consultants (all over the world) are facing numerous challenges and issues in ITSM consulting projects (process consulting and tool consulting), because of the increasing complexity in IT environment and ever-changing demands from the clients. And this presentation identifies the top 5 issues in ITSM consulting projects, the presenter would discuss these issues, its respective solutions and mitigation methods.
With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7#TFT14 Kiran Pabbathi, Top 5 issues in ITSM consulting
#TFT14 Kiran Pabbathi, Top 5 issues in ITSM consultingTFT presentations Tomorrow's IT Service Future Today
Doesn't IT feel as if everything is about to change? And that you are the ones who can change it
Join Ian Aitchison as he describes how Process is becoming Physical, how re-thinking ITIL Event Management actually provides the key to changing the future of IT Service Management, and how dramatic shifts in current and pending technology have the potential to take us beyond the tipping point - into a new world of User Oriented IT.
Not just ideas and inspiration, this session contains practical examples of re-shaping 'back-end' ITIL activities into measurable improvements in IT Customer productivity.
If you don't engage now. You might not be engaged tomorrow.
For more about TFT please visit www.tomorrowsfuturetoday.com
Submit to speak at #TFT14 here: list.ly/list/7Pn-tft14-february-2014TFT13 - Ian Aitchison, Approaching the Event Horizon
TFT13 - Ian Aitchison, Approaching the Event HorizonTFT presentations Tomorrow's IT Service Future Today
Service Management has had a global standard since 2005. Uptake is now rocketing in many parts of the world. I think of ISO 20000 as the 'essence of great service management' distilled down into just a few pages.
This session will look at how organisations and their customers can benefit from ISO 20000. This is not necessarily through certification. Big is not always beautiful as far as standards are concerned, so I will discuss a 'lite' approach for smaller organisations, and also look at synergies between ISO 20000 and other quality initiatives. The session is for all those who think that there may be value for them in the standard and for those who really aren't sure.
To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.com
Submit to speak at #TFT14 here: list.ly/list/7Pn-tft14-february-2014
TFT13 - Claire Brereton, Eau de 20000 - The Essence of ITSM
TFT13 - Claire Brereton, Eau de 20000 - The Essence of ITSMTFT presentations Tomorrow's IT Service Future Today
Saurabh presented these slides as a stand-in for Sean McClean who was unable to appear in his scheduled time slot (but did record later and you will find his slides in this channel) This presentation looks at configuration management and practical tips for ITSM practitioners.
To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.com
Submit to speak at #TFT14 here: list.ly/list/7Pn-tft14-february-2014TFT13 Saurabh Dubey, The Practical Side of Configuration Management (Addition...
TFT13 Saurabh Dubey, The Practical Side of Configuration Management (Addition...TFT presentations Tomorrow's IT Service Future Today
This is a life skill as much as a business skill that all individuals use. If communicating with impact and influence was so easy, everyone would be effective communicators.
Have you ever wanted to manipulate your way into and out of any conversation? If you said yes, then vote for this topic and learn to understand and use this dynamic yet simple communication exchange that happens between people.
There is a natural tension that builds when you see a person approaching you and whether the energy fades into nothing or becomes a ride-able wave depends on your skill to find the sweet spot.
We’re Professional Communicators, not blind, standard break-fix auto-bots. To manage services and expectations, we need the skill to communicate clearly, concisely and deliver understanding of our services, its impacts on the customer and the business overall.
Increase your skill for maximum balance, stability and manoeuvrability in your conversations. You’ll create easier and more productive relationships with your customers, team mates and managers. But watch out, you still may wind up eating sand!
To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.comTFT13 - Simone Jo Moore, Communication Waves, A Very Human Business
TFT13 - Simone Jo Moore, Communication Waves, A Very Human BusinessTFT presentations Tomorrow's IT Service Future Today
With thanks to Cherwell Software. Please visit http://bit.ly/tftCherwell for a short 2 minute video.
Your cell phone thinks you're an @$$-hole: (The importance of Human BE-ing in your digital personas).
Trust is quickly becoming the de-facto currency of the brave new digital world. In order to achieve trust, we must strive to be as authentic in our digital dealings as we try to be in our physical dealings (Maybe even more so given the permanence of our digital footprints).
As we augment our humanity more each day with technology, it becomes incredibly important to ensure we continue to embrace those qualities which make us human and perfectly imperfect. Technology can take us to incredible heights personally and professionally, now with big data, social graphs, digital sensors, connected systems, frictionless sharing, digital influence and mobility, your life has become very transparent.
In this session we will explore common digital transgressions and ways of restoring Human BE-ing to your daily digital interactions through trust, connectedness, mindfulness, digital emoting and defence against the dark arts of digital douche-baggery.
To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.comTFT13 - Shane Carlson, Augmented Human - Your Cell Phone Thinks You're An Ass...
TFT13 - Shane Carlson, Augmented Human - Your Cell Phone Thinks You're An Ass...TFT presentations Tomorrow's IT Service Future Today
The latest developments in this exciting new approach to categorising and resolving any sort of activity "tickets", such as requests (including incidents) on a service desk, problems, or changes.
You heard about Standard+Case at TFT12. At TFT13 you can find out more:
- how S+C empowers customers as well as staff
- how S+C is an essential step on the path to service excellence
- how S+C adapts our organisation to the rise of the knowledge economy and the decline of "IT industrialisation"
- how use of S+C ideas are working out in the real world
...and whatever else I learn about S+C before June. Heck ANYTHING could come up between now and then at the rate the world is changing.
To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.comTFT13 Rob England Standard+Case approach: applying Case Management to break f...
TFT13 Rob England Standard+Case approach: applying Case Management to break f...TFT presentations Tomorrow's IT Service Future Today
Continuing the ITSMGoodness theme of practical simple guidance. Barclay Rae goes through 7-simple steps that all practitioners can take to achieve success and deliver value. The goal is simple practical effective guidance, using knowledge from across the industry and frameworks - working together an industry to achieve Practical Unity.
To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.comTFT13 Barclay Rae ITSM Goodness: 7 steps to success
TFT13 Barclay Rae ITSM Goodness: 7 steps to successTFT presentations Tomorrow's IT Service Future Today
With thanks to Cherwell Software. Please visit http://bit.ly/tftCherwell for a short 2 minute video.
You probably use remote support on your service desk. In fact, you probably use more than one remote support tool . . . and they're probably not secure. For years now, remote support has been found to be the leading data breach attack pathway. Attackers use simple methods made possible by legacy remote support technologies accessible to the internet. McNeill will discuss how your service desk may be putting your company's data at risk and what you can do to secure remote support.
To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.comTFT13 - Nathan McNeill, Securing Remote Support
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#TFT14 Mark Fitzgerald, Making sense out of information chaos
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TFT13 - Ian Aitchison, Approaching the Event Horizon
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TFT13 - Simone Jo Moore, Communication Waves, A Very Human Business
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