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Updated by Chris Dancy on Oct 10, 2017
Chris Dancy Chris Dancy
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The TFT12 Videos [content] via YouTube

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#TFT12: Alex Hocking - To improve is to change, to be perfect is to change often - YouTube

70 years ago, Winston Churchill said: "To improve is to change, to be perfect is to change often." Today, technological change is happening at an increasingly rapid rate and if we are striving for perfection, we need to change often. Without the ability to change quickly and efficiently we are doomed to be left behind, overtaken, or gobbled up. How are we going to prevent this happening? Well by simply replacing "If Only" with "Next Time" we can become the ones at the head of the field gobbling up the competition.
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#TFT12 Vladimir Ivanov: No time to work on improvements? Find it with Kanban! - YouTube

"No time to work on improvements? Find it with Kanban!"

How Kanban, Lean, Agile could be applied to ITSM? Vladimirs will share his practical experience from case of insurance company in Russia. He installed Kanban board as a tool for IT management team to execute IT Service Management programme.
Want to learn how to do it yourself?
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#TFT12 Breed Lewis: Planting the seeds - overcoming the talent shortfall - YouTube

This presentation covers:
Workforce across the generations
Employee Engagement
Talent Management
Retention Myths
High Potentials
Career Paths
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#TFT12 Mark Smalley: Reinvent IT service management and embrace 'occupy IT' - YouTube

IT service management is on the move. Under pressure on the supply side from suppliers of standard services like SaaS and on the demand side having to deal with increasingly IT-savvy and demanding users - I call this the IT Spring movement. So reinvent yourself and start the journey from supplier to business partner. Move up the value chain and preempt - no, embrace! - 'occupy IT'.
I'll explore the responsibilities on the business side of the demand-supply chain.
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#TFT12 Barclay Rae: ITSM Goodness - YouTube

Never mind all the theory and industry debate about ITIL and Cloud and Mobile and BYOD and all that.
This session from Barclay Rae (ITSMTV's pundit, the Service Desk Inspector and ITSM consultant) is packed with lots of simple tips, ideas and reflections on how to be practically successful with ITSM. Pies might also be mentioned.
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#tft12 Mark Kawasaki & Farah Remtulla: ITSM in the service of humanity - YouTube

ITSM in the Service of Humanity: Creating, Delivering, Socializing, and Sustaining Value

This session will be a joint presentation and dialogue that explores the connections between technology, business value, and social value as we have seen in our experiences working to improve the human condition at Emory, in Atlanta, and the world.
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#TFT12 Ian Clayton: Next generation service management - YouTube

We live in a service society where our experiences using services, and our interactions with service providers, shapes our view of value, defines our level of satisfaction, and acts as the basis for loyalty and advocacy. IT is at core of this society both as an enabler, and as a vital delivery and support mechanism. But increasing commoditization, self-serivce, and economic pressure requires IT leaders to increase their customer focus, accelerate innovation cycles and operational efficiency, and provide a superior service experience.
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#TFT12 Amber Case: Location and the future of the interface - YouTube

In this presentation, Geoloqi founder Amber Case will highlight why developers of apps should look at what users want to do now, as well as what users want to do in the future, why social apps should try to mirror real-world relationships, why sharing should be about who you share with as well as how long you're sharing, and why developers should think about how to make apps "ambient" and require less user interaction.
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#TFT12 Karen Ferris: Balanced Diversity - YouTube

Balanced Diversity - A Portfolio Approach to Organisational Change.

This innovative new framework will ensure that your service management changes are successfully embedded into the fabric of your organisation. Do not become a statistic - 70% of organisational changes fail. Why? Because most of the guidance tells you what you need to do, but not how to do it. This framework is the 'how'.

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#TFT12 Simone Jo Moore: Murders & Aquisitions - Leading Through Transition.

Simone will discuss the creation, preservation and destructive facets of why murders and acquisitions occur and the quandary in dealing with the resulting emotional turmoil.
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#TFT12 Kirstie Magowan: Sensible Service Management - Mistakes are just learning opportunities. - YouTube

If you don't make mistakes then you probably aren't trying hard enough!
Take the opportunity to learn from some common mistakes that I, and many others before and after me, have made...then you can go on to make your own new ones!
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#TFT12 Aale Roos: Service Desk 2.0 is a vision of the future IT support - YouTube

Service Desk 2.0 is a vision of the future IT support. In this presentation you will hear why this is going to happen, what it is going to mean to the Service Desk professional and how to prepare for it.
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#TFT12 Robert Falkowitz: Beyond Firefighting - YouTube

In an advanced organization, the resolution of incidents should be considered already in the service design phase and tested during the service transition phase. What are the techniques that allow you to resolve incidents quickly and within a predictable time-frame?
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#TFT12 Ian Aitchison: Secrets to Spectacular Self-Service Success - YouTube

The theoretical benefits in offering self service to your customers are well known and often quoted in saving time and money and raising customer satisfaction. However the brutal fact is that when it comes to Self Service, the mantra "Just Build It and They Will Come" does not always apply. In fact, unless some specific approaches are followed, you are at great risk of fulfilling "Just Build It and They Will Ignore It".
So what's the secret? Join Ian Aitchison in this guide to what makes Self Service succeed or fail, embellished with examples from real world implementations, and sharing the ultimate top tips to ensuring your new Self Service can make a fundamental improvement to your Service Desk and to your customers' satisfaction and productivity.
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#TFT12 Patrick Bolger: Create, Innovate, Get out of the cave! - YouTube

IT has evolved so quickly that the average consumer now has access to more online services and collaboration tools at home than they do at the office. Social media and collaborative technologies are setting expectations around delivery of IT services that most IT departments fail to meet. Business managers have already started to bypass their IT departments to obtain services faster and IT appears to be losing control. If IT is to maintain its reputation and deliver value, we need to change, and change fast.
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#TFT12 Rob England: Standard+Case - YouTube

Standard+Case is about applying a body of knowledge called Adaptive Case Management to ITSM, synthesising it with our existing ITIL process approach. This is an exciting new concept from the IT Skeptic that will radically improve the way we handle responses to any sort of "tickets". Standard+Case is applicable to Problem Management and Change Management (and Event Management...) as well as Service Desk activities.
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#TFT12 Richard White: The Customer Service revolution and why you should care - YouTube

I don't know much about ITSM, nor do I even know what ITIL stands for, let alone how to implement it. However, as the CEO of one of the top online customer service platforms, I do know a thing or two about customer service on the web. And the advent of social media combined with shift towards online, subscription-based businesses is creating a revolution in how companies staff, respond to, and value interactions with their customers. In this talk (an adaptation of my UserConf 2012 keynote) I'll discuss how this revolution started, why we think it's destined to succeed, and what your world looks like on the other side of it.
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#TFT12 Charles Araujo The Quantam Age of IT - YouTube

Everything You Know About IT is About to Change.
Forces are at work that are reshaping the very fabric of the IT organization. Driven by our own history, changing perceptions of how technology should work and newfound, but very real competition, IT organizations are struggling to evolve - but into what? Charles Araujo examines what has led us to this point and what it means to the future of IT organizations. As we enter this new era, there are five organizational characteristics and five skills that must exist as IT organizations move from a manufacturing to a retail model. Everything is about to change. It is changing already. Will you be ready?
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#TFT12 Tristan Boot: If you don't like people, perhaps don't work in customer service - YouTube

Tristan says: "a lot of technology is being consolidated or moved to the cloud. The premium is now on the skills to interface between the technology and the customer"
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#TFT12 Aprill Allen: How to put the KM into ITSM - YouTube

Why is knowledge management important (KM)? Why is it a part of everything we do in ITSM, but it's the last thing we want to turn our time and efforts to? Aprill Allen of tells you how KM can improve your operations and gives practical help on how to write a good knowledge base article and keep the troops motivated.
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#TFT12 Peter Lijnse: Just enough - YouTube

To improve IT services, no matter what the specific objectives are, we typically have to look at 3 main components: Technology, Process and People. We often see the focus on one of the components, not a balanced view. However; looking at these components alone is not sufficient for a well-defined improvement plan. The danger is that the improvements create a level of complexity and bureaucracy that is not aligned to the organization's requirements. The key to managing this is to focus on the "Just Enough" principle.
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#TFT12 Antonio Valle: Risk Based Service Management - YouTube

Esta es una propuesta alternativa de conferencia en la que se presenta una visión de la Gestión de Servicios desde la perspectiva de los riesgos que asume el Negocio al utilizar servicios TI y de cómo la Gestión de Servicios ayuda a mitigarlos.
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#TFT12 Oscar Corbelli: La Integracion de IT en el negocio del cliente - YouTube

¿Cuál es el mapa de navegación de los profesionales TI en la búsqueda de la integración con el negocio?
Para la biblioteca ITIL® la gestión de servicios debería ser un activo estratégico. Pero, hoy en día, eso podría no ser una ventaja competitiva. Lo grave es que, en ocasiones, algunos responsables TI creen que implementar esas técnicas y modelos significan definir estrategias.
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#TFT12 Matt Hooper: Bye Bye IT, we'll miss you! - YouTube

Savvy business is making IT unnecessary.
IT is making itself irrelevant.
Breaking down 5 trends over the past 3 years I will show why IT as we've known it will no longer exist, and I will share my thoughts on the 4 paths of IT professionals by examining the service supply chain.
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