Become one of 24 speakers from around the world at the second ground-breaking conference 'Tomorrow's IT Service Future Today'. Please make your submission following the instructions below i.e. presentation title, synopsis, biography, preferred time zone (EMEA, Australasia, US) and web link. Speakers for the event will be chosen according to their popularity so please vote for on who you'd like to hear speak. For updates on TFT13 follow @FutureITService
Is Remote Support Undermining Your Security?
Bio: As chief strategy officer, Nathan McNeill is responsible for aligning product strategy and product marketing with the needs of over 6,500 Bomgar customers. McNeill functions as product evangelist, and speaks frequently at technology conferences, industry events, and customer and press engagements. He also helps establish and maintains technology partnerships and is instrumental in expanding Bomgar's customer base. McNeill joined Bomgar as a co-founder in 2003, while attending Belhaven College, where he graduated with a bachelor's degree in philosophy.
Synopsis: 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.
Time Zone: The Americas
SM - Outside the box of IT - It's everywhere...
A woman is found dead in a closed room, with a broken window. CSU team walks - can we break down the service they are about to perform using the ITIL framework?
A pair of detectives have been following an undercover informant all day long, when he meets his hunted mafia boss - "Call for Backup - I'm going in.", shouts the lead and runs in. Within minutes, the place is swarming with cop cars. Does this sound like Major Incident Management?
Most americans keep a small backpack, with their very essential things, close to the quickest exit path from their houses. Some even test it once in a while. And there are some that include a 'zombie destruction kit' in it. Is it just me, or does this sound like preparing for service continuity - if the service was to survive.
In this discussion, let's see if there are concepts of ITIL framework that are valid outside the scope of IT and can help improve the business itself, among other things.
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 defense against the dark arts of digital douche-baggery.
The Standard+Case approach: applying Case Management to break free of process-bound Standard ITSM.
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. Watch this space... and VOTE.
BUCEANDO EN STANDARD+CASE
En la pasada edicion del TFT12, Rob England presentó su trabajo sobre Standard+Case, una vision conjunta para procesos estandarizados y heterogeneos. En esta ponencia veremos las interioridades de esta aproximación mediante el uso de técnicas de minería de procesos, comparando ejecuciones de procesos estándard con ejecuciones de procesos de tratamiento de casos y analizando cómo las técnicas de minería nos pueden ayudar en la comprensión de nuestra realidad en ambos entornos.
DIVING IN STANDARD+CASE
During TFT12, Rob England presented his work on Standard+Case, a joint vision for standardized and heterogeneous processes. In this presentation the speaker will dive in the internals of this approach using process mining techniques, comparing the executions of standard processes against case management and analyzing how process mining can help us to gain the required understanding of our process reality in both environments.
itsmgoodness - 7 steps to success
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 practial effective guidance, using knowledge from across the industry and frameworks - working together an industry to achieve Practical Unity.
Eau de 20000 – the essence of ITSM
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.
About Claire Brereton: I am a Service Management and Governance consultant based in Australia. I am an itSMF Australia Board member and am also active in the mysterious world of standards, currently chairing a global ISO study group on service management standards for small enterprises.
Communication Waves – A very human business.
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!
Mark Smalley with Dave van Herpen, Peter Lijnse, Jan-Willem Middelburg & Alexander Kist
How to speak Dutch IT
Ever since the Dutch adopted and promoted ITIL in the nineties, they’ve had a reputation of being some of the major movers and shakers in IT Service Management. Whether that’s still the case is up for debate but there are still many Dutch IT Management concepts that seem to puzzle the rest of the world. As somebody who’s challenged by two second languages (thanks Peter Lijnse) I’ll be delighted to run you through such everyday concepts as vraagarticulatie, functioneel beheer, ketendenken, beheerobjecten and the elusive but fundamental informatievoorziening. As you can only decide on the usefulness of Dutch IT by using the poldermodel I intend to get some natives in on the act. Forgive them if they eat raw herring, drink Heineken or are extremely blunt.
Dave van Herpen (@daveherpen), Peter Lijnse (@PeterJLijnse), Jan-Willem Middelburg (@PinkElephantNL) and Alexander Kist are joining in.
I’m a self-employed IT Management Consultant and am also known as the IT Paradigmologist. I represent the not-for-profit ASL BiSL Foundation and am part of APMG’s ASL BiSL examination team. Check me out at www.linkedin.com/in/marksmalley and @marksmalley on Twitter.
Dr. Mauricio Corona, Ph.D.
Ejecutando el proceso de Gestión de Relaciones con el Negocio a través del Service Desk
(Executing the Business Relationship Management process through the Service Desk).
En esta sesión aprenderá cómo el Service Desk tiene muchas cosas mas que ofrecer como una función estratégica más que como una función operativa.
ln this session you will learn how your Service Desk has much more to offer as an strategic function rather than an operational function (translated from Spanish)
Help me, I think I am drowning!
Our social universe is moving, and at a rate that can seem frightening. You no sooner get comfortable with one little bit of the puzzle when they throw something else at you.
Get comfortable with Linked-In and suddenly the cool people are migrating to FaceBook groups, get your feet under the table and the hipsters move to Google+!
We all belong to a community that naturally consists of early adopters of technology, after all we work in IT, we help design the stuff…if we don’t take it up then who will! We live it and breath it and try to drag our customers headlong into it.
But sometimes it all still seems too much.
I am going to share with you my journey through the social networking maze. It is a recent odyssey, sometimes difficult and fraught with danger - I am the first to admit that some days I wondered just where I was and how I was going to negotiate my way out of it…or if I actually wanted to!
Dave van Herpen
Practical examples of integrating Agile and ITSM.
In ITSM & IT ops we tend to consider "the Agile movement" as a threat. Not as an opportunity. I will prove that this attitude is wrong. I have practical examples/cases where Agile techniques work smoothly in IT support and operations. They include Agile CSI, Kanban for handling "cases" (see IT Skeptic's S+C), Planning Poker in Change Management and more.
In addition, I will show some practical examples how ITSM can realize more customer (business) value by better collaboration between dev and ops, of course not at the cost of continuity.
I am a management consultant for Sogeti Netherlands. I am active in ITSM, application management, business information management and sourcing. I love to advise, improve, teach, write, and tweet (@daveherpen).
At TFT13, I take the TFT12 presentation - Balanced Diversity: A Portfolio Approach to Organisational Change - a stage further and place the framework into a context of an organisational change methodology to ensure that the right practices for the change in hand are selected. No change is the same and therefore the practices employed to enable a successful outcome will be different for each change. This presentation will reveal the knowledge that must be gathered and the questions that must be answered to ensure the right practices are chosen and how that can be accomplished.
Approaching The Event Horizon
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.
Twitter : @IanAitchison
Business Service Management: A real world proven approach for better IT service operations and support
Differentiating between what is important and what is urgent is challenging. It could only be resolved while focusing IT management on the business processes of your company. The purpose of Business Service Management is to enable functional departments to immediately assign a service to a specific process and recognize its value. This is the basis for defining your IT processes, SLAs, service catalogue and mutual Service Desk integration.
You will learn how:
- Service Desk can immediately track down a problem to the root cause
- Change Management can identify all impacts of a change in seconds
- you can save up to 20% of your operational costs
Bio: From the planning, to operation through to control, Robert Sieber is familiar with all the facets of IT service management. His career to date has led him from a medium-sized high-tech company, via a bank and then a worldwide logistics firm to SHD.
At SHD he is resulting for IT service management consulting. His work
focuses on providing business service management consulting as well as the conceptual development of solutions for the interlinking of business and IT strategies as well as the ITSM process disciplines. In his work he always focuses on the actual benefits and value for customers.
Not your usual industry buzzword bombast, this is a practitioner biopic. I spent a long 14 years navigating my way through the IT maze, learning a lot, making mistakes, and trying to make my bosses happy. To be honest, like many practitioners I didn't know any different. I suffered through my struggles without anywhere to turn except my ITIL books. But two years ago I made a decision to seek value in everything I do. I wanted more than just business value. Through that transition, I discovered my voice and my community. Finally I broke through, from corporate isolation to community engagement. I found a new world, where social and personal value can drive decisions and achieve business outcomes. That place where technology, humanity, and business come together. My life has changed completely. I discovered a new way of working. The practitioner as empowered employee. Authentic. Amplified. Activated.
This is my story.
Small Room - Lots of space
The key to a more efficient and reliable service delivery is spelled automation. The advantages are many, not only reduces resource utilization, eliminates human error and shorten the lead time for delivery, automation also creates engagement and contribute to a change in behavior. A modern service management system allows the customer to have full transparency in the delivery and flow-driven automation not only reduces the risk of service deviations, it can also manage your deviations.
Aprill Allen, the Knowledge Bird
Self-service: The new empowered social network.
As enterprises become flatter in structure and more collaborative in nature, IT teams must learn to leverage the knowledge of their user community. Truly great self-service is the convergence of community management and knowledge management.
According to HDI research, survey respondents recognise knowledge management and self-help are required to provide successful support, but they don’t feel the same way about collaboration. This presentation is intended to inspire IT leaders to empower their staff and users with knowledge and to educate on the skills required to build great self-service communities.
Forget ITSM - Give me IT "Engagement" Management!
Ever wonder why your IT organization is being treated like a vendor, a third party, or an outside contractor... Probably cause you are acting like one. A huge flaw within the current ITSM frameworks is teaching a functional area of a business operation to act and behave like a "service provider" instead of an intimate and engaged partner. In this session I will make fun of the very many foolish ways IT communicates with the "The Business" http://www.linkedin.com/in/matthewbhooper
In response to Aale Roos’ ‘unlearn ITIL’ movement, I had a new idea – let’s relearn ITIL.
In the last 5 years, ITIL has changed, grown, evolved and added a lot of complexity (and a lot of words!). There’s been a lot of grumbling but it’s still the most widely adopted approach to ITSM across the world, and 20,000+ people get Foundation certified each month.
I’m going to make a back to basics appeal to remind everyone why we do this stuff. This presentation is going to be a simple, practical look at service management best practice that works…with some hints on where to start for your organisation.
Useful for newbies and experienced practitioners, you’ll get a fresh look at ITSM based on the real world.
Building a service catalog from the outside-in
Following hotly in the footsteps of the CMDB we are now to believe the service catalog is the 'must have' ITSM item. But is it? And if it is, doesn't that mean we have to know what a service is before we can develop one. One did I say one, can there be more than one? In a recent survey of conference attendees in Germany - 100 out of 120 said they had an active service catalog project. 0/100 claimed any tangible business benefit or reason why whet they were doing might actually be used by a customer!
In this session I will explain the true purpose of a catalog and how to approach building one that customers will actually enjoy using, and that becomes an integral part of a customer engagement strategy... but to do that I will have to begin and end the whole process from the "outside-in"
What’s changing IT’s stuck paradigm of training and certification?
We claim to be all about disruption, and let’s face it, training and pedagogy could use a little shaking up: Not much has changed since Socrates put on a toga. In ITSM, learning has to be faster than fast, and certification has become cliché’d. So what’s changing the paradigm? What's with the Lizard and the guy with the funny ears that is completely mixing up our simple game? Listen, (contribute), and find out!
Sean McClean has been involved both nationally and internationally with training and implementation of tools and processes for governments, academia, and fortune 500 companies for almost two decades. His input may be found in national and international conferences and publications, including itSMF and interviews for ZDNet’s Briefings Direct.
An Introduction to Outside-In Thinking
“Outside-in” thinking is a philosophy and management approach that places the interests of customers ahead of the organization’s capabilities.
Organizations that adopt an “outside-in” approach focus on satisfying their customers by efficiently and consistently delivering a combination of superior service experience and successful customer outcomes.
In economically stressful times, management teams may focus almost entirely on internal processes—improving productivity, downsizing and so forth. Decisions are made based on internal knowledge and instincts. This is “inside-out” thinking, and it can cause you to lose touch with your customers.
This is particularly true for enterprise IT organizations.
Outside-in thinking, on the other hand, emphasizes the need to look at everything you do from the customer’s perspective, and to manage your organization’s performance as a service provider or business based upon customer satisfaction levels. An explicit customer-based justification is sought for every decision. The what and how of process engagement and activity performance are driven by the why.
In this session Ian will help you understand how simple and powerful outside-in thinking is, and how it has been successfully applied both in service businesses like healthcare, and IT organizations being performance managed as an information service provider.
Go with the flow – an introduction to OBASHI
Could OBASHI be the answer to any of IT’s problems? This methodology is slowly gaining ground and being adopted by businesses concerned with many hot topics – business alignment, value management, sustainability, the service portfolio, data management, risk management…
In this presentation, I’m going to introduce OBASHI – the what, where, when, why and how. I’ll also take a look at how OBASHI integrates with other best practices that could already be in place in your organisation.
OBASHI will give you a framework to map dataflows through your organisation, from the business perspective. Once you’ve joined the dots, better decision making follows on naturally.
IT S&M - Pain or Pleasure
Many organisations know about this thing called IT Service Management and hear consultants claiming to have the come up with THE silver bullet to take away all your pain. How often do you hear about the things that can go wrong, or the successes in the real world?
After several years working as a manager of IT teams working with consultants, and as a Service Management consultant myself, I would like to take you through where things can go right and be worthwhile, where things can, and have, gone wrong (speaking from experience) and what lessons I have learnt along the way. However, I won’t be naming names.
James is an ITIL accredited Service Manager with over 10 years experience managing, mentoring and leading IT support teams in the UK, India and New Zealand. Recent opportunities have allowed James to focus on his Service Management experience by implementing processes across Service Desks and IT support teams enabling continuous improvement whilst also delivering a stable operational environment. James is also an accomplished people manager, varying from small local teams to large multi-national teams and is experienced in strategic thinking to drive improvements and change.