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ITSM Academy

Webinar Archives

ITIL 4® Direct, Plan & Improve - Ask Me Anything with Lou Hunnebeck and Donna Knapp

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Presenters: Lou Hunnebeck, Principal Advisor, DXC Technology & Donna Knapp, Curriculum Development Manager, ITSM Academy - Complimentary Webinar

ITSM Academy Complimentary Webinar

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ITIL 4® Direct, Plan & Improve - Ask Me Anything 

What’s the real difference between high-performing and low-performing organizations? The ability to continuously improve. Join Lou Hunnebeck, lead editor of ITIL® 4: Direct, Plan and Improve and Donna Knapp, author of The ITSM Process Design Guide, for a conversation about how to create a continual improvement culture. Lou and Donna will set the stage with key concepts and then ‘open up the mics’ for your questions about anything related to governance, continual improvement, organizational change management, and measurement and reporting.

  • The slide deck will be available the morning of the webinar
  • The recording of the session will be available post webinar

Motivated by the ideas presented? Print a Personal Action Plan to capture them.

  • Donna Knapp
  • Lou Hunnebeck
  • AMA
  • Ask Me Anything
  • ITIL
  • ITIL4
  • ITIL 4
  • Direct
  • Plan
  • Improve
  • DPI

SRE Roundtable with 4 DevOps Ambassadors

Presenter: SRE Roundtable with 4 DevOps Ambassadors - Complimentary Webinar A roundtable conversation about Site Reliability Engineering (SRE). Please join us as four of the DevOps Institute's Ambassadors discuss SRE. DevOps and SRE (and a little history of Google and SRE) - Helen Beal  SRE and ITIL - Donna Knapp Benefits of SRE - Craig Pearson SRE and Security - Niladri [...]

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How to improve Customer and Employee Experience with IT Service Management

Presenter: Chris Gallacher, Principal Consultant, Forrester Research - Complimentary Webinar How to improve Customer and Employee Experience with ITSM Please join us as Chris Gallacher provides the latest insights on how to assess and mature your IT services and capabilities by adopting industry best practices to enhance your Customer’s Experience by evaluating and addressing your Employee’s Experience. Download [...]

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ITIL® 4 DSV - Drive Stakeholder Value

Presenter: Donna Knapp, Curriculum Development Manager, ITSM Academy - Complimentary Webinar 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 [...]

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ITIL® 4 HVIT - High Velocity IT

Presenter: Donna Knapp, Curriculum Development Manager, ITSM Academy- Complimentary Webinar 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 [...]

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ITIL4 and ServiceNow

Presenter: Mario Vivas, CEO, River Horse- Complimentary Webinar ITIL4 is out and everyone is eager to learn about the updates this release introduces. This session will summarize the key changes that ITIL4 presents with a focus on the more operational processes that organizations deliver on a day to day basis (Incident, Problem, Change and so on). [...]

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Adding Value with Change Management

Presenter: Vicki Rogers, Senior Manager of Change, Georgia Tech - Complimentary Webinar Learn how Georgia Tech adopted the IT change management process (AKA change enablement practice in ITIL v4), designed to help control the life cycle of strategic, tactical, and operational changes to IT services through standardized procedures. In this webinar, host Vicki Rogers will briefly describe [...]

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ITIL 4 Guiding Principles

Presenter: Rose Gibson, ITSM Academy Complimentary Webinar

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Is this the End of ITIL? NO, it is the end-to-end of ITIL!

Presenter: Paul Wilkinson, GamingWorks Is this the End of ITIL? NO, it is the end-to-end of ITIL! As we celebrate the first year anniversary of ITIL 4, enterprises are working their way to understand and clarify the full impact and value of the update. Do these questions sound familiar to you (or have you asked them yourself?): "ITIL [...]

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Artificial Intelligence (AI) & The Future of Employee Service

Presenter: Dan Turchin, Astound The bots are coming… but not to take your job. Learn how and why AI and machine learning are making humans better and how organizations like McDonald’s and adidas are delivering better service today. Astound co-founder Dan Turchin will discuss the future of AI in IT and provide actionable tips that will guarantee [...]

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