Sample our education style and experience first hand the value of ITSM training. Let us provide you and a team of 4+ with a complimentary virtual session…just like in our webinars, there is no selling, just pure knowledge-share:
| Sessions Available | Description |
| Getting and Keeping Executive Buy-in for your ITSM program |
Getting executive buy-in is one of the most important dependencies of every ITSM project. It’s also one of the biggest challenges. This webinar focuses on how to keep executives engaged and committed to your ITSM program at every stage. Hear from an actual CIO about what’s important to executives and how to show them that ITSM is the key to their success. Then get a checklist of things to do and see that will directly increase the level of support you get from executives. |
| State of ITSM and… 2024 |
As we enter a new year, it’s normal to wonder… what next? Before attempting to answer that question, it’s always useful to assess where you are and then start planning how to move forward. Join us for this annual webinar where we explore the top issues facing enterprise IT organizations. Our focus will be on organizations’ efforts to modernize their IT service management (ITSM) capabilities, along with efforts to align their ITSM practices with Agile, Lean, DevOps, and Site Reliability Engineering (SRE) ways of working. We’ll explore how upskilling your teams can help you to build the capabilities needed to embrace these tightly integrated ways of working and we’ll also, for the first time, bring AI into the mix. (How could we not?). |
| You’ve Spent the Money – PLEASE make the most of it! |
Lisa Schwartz, ITSM Academy Founder, and CXO is irked, bothered, miffed, and upset and she isn’t going to take it any longer! Guest speakers include Donna Knapp and Sharon Beebe. The disconnect between a Program Manager deciding, “OK, it’s time for training” and the execution of scheduling the classes, has her frustrated. Join us as Lisa gives concrete tips, tricks, and advice on simple ways to maximize your training spend. Whether you are sourcing your training from ITSM Academy, or another provider, you don’t want to miss this valuable webinar. |
| State of ITSM and… 2023 |
As we move into 2023, the pandemic is behind us (sort of), but that doesn’t mean we aren’t still feeling its effects. We simultaneously need to address emerging trends that are shaping our digital world. Join us to hear about the top issues facing enterprise IT organizations in 2023 as they struggle to modernize their IT service management (ITSM) capabilities, and align their ITSM practices with Agile, Lean, DevOps and Site Reliability Engineering (SRE) ways of working. Learn also how upskilling your teams can help you to avoid getting stuck in the middle of your transformation efforts. |
| Introducing ITSM Essentials |
Join our Curriculum Development Manager, Donna Knapp, and Troy DuMoulin of Pink Elephant for a lively conversation around our newest course, ITSM Essentials. |
| Managing the Flow of Feedback? |
Value streams are getting a lot of attention these days, as organizations work to optimize the flow of value to their customers. However, equally important is the flow of feedback from customers to the decision-makers, designers, and developers who can use it to create even greater value. In this session, Donna Knapp describes how to establish an effective feedback management process that ensures customers are listened to at every stage of the customer journey. Learn how customer journey mapping can be used to determine the right touchpoints to collect customer feedback, along with how to categorize, analyze, and act on it. |
| What Would Deming Do? |
It’s tempting to think that the problems and challenges that organizations are currently facing are unique. In reality, the past provides valuable lessons that we can use to navigate the present, as well as guidance for the future. Many of the great historical thought leaders such as W. Edwards Deming provided words of wisdom and principles that are not only applicable to present, but in some ways profound. Join Donna Knapp and Michael Cardinal as they use the words of these thought leaders to discuss how, by studying the past, we can better understand the present, and where we’re heading in the future. |
| State of ITSM and… 2022 |
As we move into 2022, the pandemic persists, as does the pressure to keep up with the demand for digital innovation. Join us to hear about the top issues facing enterprise IT organizations in 2022 as they struggle to modernize their IT service management (ITSM) capabilities, and align their ITSM practices with Agile, Lean, DevOps and Site Reliability Engineering (SRE) ways of working. Learn also how you can upskill your teams in an effort to avoid getting stuck in the middle of your transformation efforts. |
| State of ITSM and… 2021 |
To say that 2020 was a challenging year would be an understatement. As enterprises accelerate their digital business initiatives in the wake of COVID-19, and gear up for (fingers crossed) growth in 2021, IT organizations have a tremendous opportunity to leverage lessons learned and forge a new road ahead. Join us to hear about the top issues facing enterprise IT organizations in 2021 as they strive to modernize their ITSM processes, scale their Agile, Lean, DevOps and Site Reliability Engineering (SRE) practices, and handle the associated culture change. Learn about the value of aligning these different frameworks and the latest on upskilling your teams. Slide Deck | Watch Video |
| ITIL 4 DSV – Drive Stakeholder Value |
How to Create a Great Customer Experience A key activity in the ITIL 4 service value chain is ‘engage’. One reason why this activity is particularly important is that it represents the start of the customer journey. The most successful organizations understand and master the customer journey; often by walking in their customers’ shoes and experiencing the end-to-end journey for themselves. In this session, Donna Knapp introduces concepts from the new ITIL® 4: Drive Stakeholder Value publication including ways to optimize the customer journey and create a great customer experience. |
| ITIL 4 HVIT – High Velocity IT |
Digital has changed everything! It has enabled organizations to introduce new business models and to significantly change how they do business. Most importantly, it has changed expectations regarding the development, delivery, and use of digital technologies. Speed is crucial, but not at the expense of quality and resilience. In this session, Donna Knapp introduces concepts from the new ITIL® 4 High Velocity IT publication including new ways of thinking and working when speed (across the organization, not just in IT) is key. |
| ITIL 4 Guiding Principles |
Adopting ITIL 4’s seven Guiding Principles could be the best way to establish a healthy organizational culture. Join us as Rose provides practical tips and tricks on incorporating ITIL 4 Guiding Principles. This webinar is informative… and fun. |
| More on ITIL 4. The Conversation Continues. |
A deeper dive into ITIL 4 including the key elements, concepts and terminology of ITIL 4. |
| ITIL 4. The Next Evolution. |
An introduction to ITIL 4. We’ll share – at a high level – key ITIL 4 concepts and how those concepts support the management of modern IT services. If your organization is leveraging agile, lean and DevOps practices, you will like what you see in this current evolution of the ITIL framework. |
| Modern Skills for the IT Professional |
The Digital Transformation is real! To adapt, IT professionals need to transform their own skillset to become more multi-dimensional by gaining both depth and breadth of a wide variety of knowledge and competencies. Historically, while it has been built on a foundation of specialty (or “I” shaped) silos, the DevOps principle of “shifting left” is opening up opportunities for developers, operational staff, security and others to grow their skills portfolio, advance their careers and become “T”-shaped. This session will explore emerging practices, technologies and related competencies that organizations and individuals will need in order to keep and gain competitive advantage across the value stream. From leadership and cultural to technical knowledge to soft skills, this presentation will help attendees identify a learning path that will help them evolve from an I-shaped specialist to a highly demanded multi-competent T-shaped professional. |
| State of ITSM and DevOps | Both IT service management (ITSM) and DevOps are at critical crossroads. As enterprises strive to speed innovation and deliver on digital business initiatives, IT organizations are undergoing a transformation. Join us to hear about the top issues facing enterprise IT organizations in 2018 as they strive to modernize their ITSM processes, scale their DevOps practices and handle the associated culture change. Learn the latest on the ITIL® research program and about newly introduced approaches such as VeriSM. Slide Deck | Watch Video |
| Putting the Pro in Process Design | Movements such as DevOps and Site Reliability Engineering (SRE) are introducing new ways of working for IT organizations. For these movements to succeed, organizations must continuously improve and in some cases completely reengineer their IT Service Management ( ITSM) processes. This session takes a modern look at process design and improvement and managing the associated culture change. Take away five key lessons learned, and five proven process design tips. Slide Deck | Watch Video |
| The Continuous People Pipeline | Since DevOps focuses on Continuous Everything, shouldn’t we also be focusing on Continuous Everyone? This session will explore ways to keep people engaged, communicating and collaborating across the deployment pipeline. Jayne will provide insight on the value, creation and support of The Continuous People Pipeline. It will help attendees understand some of the human dynamics of change that must be considered – cultural debt, adoption models, acceptance curves, collaboration, immersion and conflict management. At the end of this session, leaders will take away some innovative strategic and tactical ideas for overcoming silo constraints and creating a collaborative culture that excites, engages and unifies people towards common business goals. Slide Deck | Watch Video |
| Agile Service Management – Where ITIL Meets Agile | IT service management (ITSM)/ITIL processes must accommodate two speeds of IT – the traditional mode that must maintain checks and balances and focus on predictability, and the agile, DevOps mode that needs to move quickly with a focus on innovation and exploration. One size ITSM processes do not fit all! Join us to learn how to adapt Agile and Scrum values and practices to ITSM/ITIL processes and process design and improvement activities in support of multi-speed IT. Slide Deck | Watch Video |
| 5 Ways ITSM can Support DevOps | There is much debate about the relevancy of ITIL and ITSM in a new DevOps world. The truth is that DevOps does not negate the need for service management, it validates it – with some adaptation to be faster and more agile. This webinar will demonstrate five ways that ITSM processes can be adapted to and support emerging DevOps practices. Slide Deck | Watch Video |
| Introducing ITIL Practitioner |
Continuous improvement is a cornerstone of the ITIL framework and – good news! – it’s about to get easier. Join us for an introduction to the newly launched ITIL Practitioner qualification. This exciting and pragmatic new course is designed to help individuals develop the critical competencies needed to adapt ITIL practices to their organizations’ circumstances, needs and goals. Learn how this new certification fits in the ITIL Qualification Scheme and get a sneak peek at 9 guiding principles you can start applying TODAY to the planning and implementation of your service improvements. |
| Secrets of a ScrumMaster: Agile Practices for the Service Desk |
Can agile concepts be applied to the service desk? Absolutely! This session describes the benefits of agile practices and provides a brief introduction to Scrum – an agile way to handle complex projects. The session then focuses on specific ways that Scrum and other agile practices can be used to significantly increase the performance of service and support teams. Takeaway tips and techniques you can use to get started immediately, along with lessons learned. |
| What is Agile Service Management®? Why Is it Important? |
There has been a lot of buzz about the need for IT to be more “agile”. While the term Agile is freely used, there is not a clear definition of what “being agile” actually means, particularly in the context of IT support and service management. This session explores the concept of Agile Service Management and how agility helps IT service providers better meet the rapidly changing requirements of business and customers. |
| Process Integration, Metrics and Setting Expectations |
Frameworks and standards such as ITIL, KCS and ISO/IEC 20000 promote an integrated process approach. Using business-centric examples, this session shows how to design service desk metrics and reports that illustrate the benefits of an integrated approach. The importance of setting expectations about the impact of process improvements on performance metrics, employee morale and customer satisfaction is also discussed. |
| What is DevOps? |
Introduction to DevOps, the cultural and professional phenomenon that is rocking the IT world. By encouraging better collaboration, communication and integration between development and operational teams, DevOps is enabling organizations to build, deploy and operate quality software faster. |
| The Service Desk of the Future? |
Every aspect of the service desk has changed in recent years: people, processes, and technology; the use of data, information, and knowledge; and, perhaps most dramatically, users. Today’s technology users are increasingly savvy and self-sufficient. In this session, we explore the strategies companies are using to address trends like social support, mobile support, self-service and self-help, BYOD, and cloud computing. Attendee will also participate in a debate about the role of the service desk in the future and walk away a checklist of considerations to consult when developing future-state road map for their own service desks. |
| DevOps and the IT Culture Cocktail Party |
Organizational culture plays a major role in adopting and adapting Service Management processes. Given the uptake of multiple frameworks, standards and practices, IT has actually evolved into a multi-cultural society, each with its evangelists and detractors. This presentation provides the ingredients for a potent “IT Culture Cocktail” using DevOps as the mixer. Come join the party and become an “IT Culture Mixologist”. |
| Should You Establish a Service Management Office (SMO)? |
As more organizations are formalizing their service management practices, many have considered or are considering the creation of a service management office (SMO). Similar to a project management office, the SMO centralizes the oversight and integration of service management processes to ensure the alignment and effective and efficient outcomes of service delivery and support. In this session, Jayne Groll will provide a practical overview of the concepts, benefits, opportunities, and threats associated with developing a SMO, regardless of an organization’s size, industry, or scope. And since a successful SMO is built on roles and responsibilities, Jayne will also share tips for identifying, combining, assigning, and managing key roles. |
| If I Knew Then What I Know Now: Incident Management |
Continuing our “What I Know Now” series, this presentation focuses on the most common Incident Management challenges and provide advice for practical and proven solutions. |
| If I Knew Then What I Know Now: Problem Management |
The virtues of successful executives are those that express confidence, trust, stability and leadership; and this don’t come with just having the title. Embarking on the Service Management path requires executives to be fully committed to the cultural transformation they are asking of their organization. They must be active participants in changes that transform the organizational culture not just the organizational chart. |
| Process Maturity: It’s Not About the Numbers! |
Drawing from proven maturity models, this session provides attendees a checklist of the key factors that influence process maturity, along with a Transition Plan for each maturity level that describes specific transition steps. As it is often difficult to figure out where to begin, attendees will also receive a template for a Process Improvement Matrix that can be used to prioritize improvement activities. |
| Linking Customer and Employee Satisfaction |
“It’s not our policy.” Don’t you hate that phrase? This webinar looks at how to ensure your Service Desk policies lead to both customer and staff satisfaction. We will also explore the leadership traits that lead to great service, and a service culture that delivers bottom line benefits. |
| Effective Questioning for ITSM |
This presentation provides participants with practical techniques and methods for using effective questioning to help turn data into wisdom. These techniques are pulled from a number of industries and professions that have been using effective questioning techniques for decades, including education (pedagogy), contracts, library science and academic research. Participants will be able to use these techniques immediately and apply them to any number of processes, at the strategic, tactical, and operational level, and for either business or IT. |
| The Best of Both Worlds: Creating a Business Service Catalog and Technical Service Catalog |
If you are having a difficult time determining the scope of services to include in your service catalog, consider developing two service catalogs: a business service catalog that is visible to customers, and a technical support catalog that is used internally by IT. This session provides a unique perspective on IT services, as well as on creating, maintaining, and utilizing service catalogs and service portfolios. The session focuses on practical guidance, critical process relationships, real-life examples, and interactive learning. |
| Putting the PRO in Process Design |
This session provides tips and tricks for developing strong, lasting processes drawn from multiple frameworks and standards. Take away five key lessons’ learned, five proven process design tips and practical advice for managing the associated culture change. |
| Integrating ITSM Frameworks, Standards and Processes |
Describes when and how to integrate the most widely used ITSM frameworks and standards, such as ITIL, COBIT, ISO/IEC 20000 and Microsoft Operations Framework (MOF). Share practical ways to apply these frameworks and standards, along with the benefits of adopting an integrated process approach. |
| Five Proven Strategies for Reducing Costs with ITSM |
Presents tangible opportunities to cut IT and business costs by applying proven IT Service Management processes and techniques. |
| The Metrics Monster |
We explore meaningful metrics that can help show Return on Investment (ROI) of your IT Services. |
| Using Models for Incident, Change, Problem and Request Fulfillment Management |
Developing pre-defined, procedural models for different types of Incidents, Change, Problems and Requests make processes more efficient and effective. We cover the different types of models and how they can be a powerful tool for managing services. |
| Rock n Roles, Responsibilities and Resources |
Regardless of size, budget or structure, many organizations struggle with understanding and managing the numerous ITSM roles and responsibilities. This session provides clarification and practical tips to manage and optimize ITSM roles and responsibilities with particular emphasis on using RACI models. |
| Knowledge is Power – Turning Data into Wisdom |
A practical approach for starting a Service Knowledge Management System (SKMS) using examples from small, medium and large organizations demonstrating the value of the SKMS and how it can be maintained and expanded. |
| ITSM Executive Briefing | Introduction to Service Management, touching on roles, ROI and cultural change. This session is two hours and requires a minimum of 6 senior team members. |
| What’s the Difference? Clarifying Lifecycle & Capability Intermediate Knowledge |
This consultation explores the ITIL certification scheme. We discuss the content and objectives of each Capability and Lifecycle course, as well as their differences. We include an introduction to the Credit Profiler as well as role based educational recommendations. |
| ITIL Service Strategy | Introduces the Service Strategy phase of the ITIL service lifecycle and the key processes that enable business and IT integration. We discuss critical processes such as Service Portfolio, Business Service, Financial and Demand Management, along with key roles such as Business Relationship Manager and Product Manager. |
| ITIL Service Design | Introduces the Service Design phase of the ITIL service lifecycle and the key processes involved in aligning new services to business requirements. We discuss the various roles and functions involved, as well as key processes, including Service Level, Service Catalog and Availability Management. |
| ITIL Service Transition | Introduces the Service Transition phase of the ITIL service lifecycle and the key processes involved with existing Change, Release and Configuration Management. We also explore the various roles and functions involved in Service Transition and key best practices. |
| ITIL Service Operation | Introduces the Service Operation phase of the ITIL service lifecycle and the key processes involved with existing Incident, Problem, Request, Event and Access Management. We also explore the various roles and functions involved in Service Operation and key best practices. |
| ITIL Continual Service Improvement (CSI) | Introduces the Continual Service Improvement (CSI) phase of the ITIL service lifecycle and the key processes involved in creating and maintaining value for customers through better design, introduction and operation of services. We review the various roles involved in CSI, along with key processes, such as the 7-Step Improvement process. |
| Managing Across the ITIL Service Lifecycle (MALC) | This session focuses on the planning, implementation and optimization of a cohesive, well-managed and sustainable Service Management program. We will also discuss the importance of Organizational Change Management (OCM). |
Our instructors have successful track records as IT professionals and bring that acumen to all ITSM Academy offerings. Utilizing the highest quality content, our instructors blend their real life experiences into sustainable education. Please contact us to set up your session.
Please contact us to set up your session.