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Updated by Morgan Cantrell on Mar 16, 2013
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Top ITSM webinars of 2012

The most viewed IT service management webinars of 2012.


Why is the Problem Management Process Poorly Implemented in Many Organizations?

Many organizations successfully implement many of the service management processes contained within ITIL®. However several processes prove very difficult to implement in practice within organizations. Problem management is one of those processes.

This session includes some of the leading service management experts and looks at what are the main issues and challenges associated with the practical implementation of problem management. The panel will also provide their views on how these issues and challenges can be overcome or avoided.

Problem Management: Balancing Reactive/Proactive and Incident Management

Problem management is often accused of doing very little more than dealing with the aftermath of incidents. Whilst this performs a useful function, often providing some useful information which incident management can use next time, it’s a long way from reaching the full potential of a mature problem management capability.

The need to forge stronger links and provide greater benefit to incident management is as strong as ever. Add to that the desire for proactivity, whilst maintaining an appropriate balance between reactive and proactive and it’s understandable why this is proving a challenge for many.

Our panel of experts will discuss these challenges and offer advice and guidance based on their significant experience. Bring your problem management questions to this session and we’ll try to deal with as many of them as possible.

EXCLUSIVE TO LIVE ATTENDEES: By attending this live panel session you will be given the opportunity to download the EasyVista whitepaper, "Codeless Customization Gives Enterprises a Three-Fold Transformation In TCO" for free.

ITIL, COBIT, ISO 20000 - Which is right for you?

Join our panel of experts as they discuss ITIL, COBIT and ISO 20000. Whether these are deployed alone or combined, bring your questions to the live session to help you decide which framework or standard is right for you, depending on your business objectives.

The Secret to a Successful Service Catalog - What ITIL Never Told You

Implementing a service catalog isn't a simple "painting by numbers" as the ITIL framework and ISO standards leave large areas for interpretation. This presentation touches on the most obvious success factors of a service catalog implementation: communication, contacts, consistency (and more).

Practical Problem Management

Many people think that problem management is all about root cause analysis. This results in a technical focus which often leads to long outage times and lack of focus on the customer. This presentation describes an alternative approach to problem management which focuses on customer outcomes, following this methodology could help you to reduce the impact of problems on your customers and on their business.

Stuart has worked with a wide variety of clients in many countries, helping them use strategic service management to create business value for themselves and their customers. Stuart was the author of the 2011 edition of ITIL Service Transition and co-author of the ITIL V3 Glossary and of many service management pocket guides.

Stuart creates and teaches ITIL training courses and regularly presents at major public events. He is a senior ITIL examiner for APMG, a Chartered Fellow of the British Computer Society (FBCS CITP), a Fellow in Service Management (FSM) at prISM, and a Certified Information Systems Security Professional (CISSP).

You can follow Stuart’s blogs at

How to Become an Incident & Problem Management Superstar

Join Jason Rosenfeld, Service Management Practice Lead at Cask, LLC and Christoph Goldenstern of Kepner-Tregoe as they discuss:

  • Origin of the Kepner-Tregoe methodology and its role in Incident and Problem Management
  • How to improve IM & PM at the “how to” level
  • A sense of what KT process is about (via a short process demo)
  • How to make improvements stick
  • What is the potential ROI of a rational process-based approach to Incident and problem Management
Top Challenges in Configuration Management

For enterprises looking to increase efficiency and minimize the errors caused by change, a well implemented configuration management system could be the answer. However, it's creating and managing a proper configuration process that is the challenging part, especially with growing complexities in technology.

Join our panel of experts as they explore and discuss the challenges around Configuration Management to help guide you in your journey.

Implementing Portfolio Management in a Global Organisation

At the end of the company planning process in 2008, British American Tobacco (BAT) realized that there was very little visibility at group level of resources assigned to global projects and programmes being managed by its central functions. The business realized there was an opportunity to gain more visibility of the use of its resources and provide additional direction and focus in a cross functional prioritization forum.

Join BAT as they describe the three year journey they undertook to introduce Portfolio Management to the business and the lessons learned along the way. Learn how to implement project controls in organizations with a low level of maturity; increase maturity need for growth, and quality of project results; determine success factors on implementation of project- and requirements management methods and standards; and establish best practices on setting up Enterprise Project Portfolio Management.

All attendees are eligible for .75 PDU Credit from the Project Management Institute (PMI).