Malcolm Fry & Friends: Regular conversations, debates and back-and-forths that will dive a little deeper into the ITIL and IT Service Management landscape. Join Malcolm Fry, President of Fry Consulting, and friend Lou Hunnebeck, VP of ITSM Vision … [Read more...] about Webinar: ITIL v3 Publication Update
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Webinar:Training At-Home Agents: The First Steps To Remote Support Success!
Presented by Tim Dewey, COO B Virtual Inc. Learn essential skills needed for employees to work effectively from home. Create and show value in the remote at-home position! Does your remote support team perform at higher levels that your on-site … [Read more...] about Webinar:Training At-Home Agents: The First Steps To Remote Support Success!
Webinar: Problem Management is More Than a Process Flow
Presented by Graham Furnis, Senior Consultant B Wyze Solutions. This presentation discusses the scope and definition of problems and how we manage them, and suggests an approach that is focused towards to Incident Management. Key Learning … [Read more...] about Webinar: Problem Management is More Than a Process Flow
Webinar: 12.5 recommendations to ensure your IT Service Management program succeeds
Presented by Peter Lijnse from Service Management Art. What do YOU need to do to succeed in YOUR IT Management Improvement project? These 12.5 simple and proven recommendations will guarantee your success. In the presentation we will discuss the 6 Ps … [Read more...] about Webinar: 12.5 recommendations to ensure your IT Service Management program succeeds
Webinar: Continual Service Improvement – One Bit at a Time
Presented by Graham Furnis, Senior Consultant, Thought Rock. This presentation seeks to explain the concepts driving Continual Improvement and some of its underlying processes. Understand the concept of bite sized improvements, the importance of … [Read more...] about Webinar: Continual Service Improvement – One Bit at a Time
Webinar: The Pursuit of Customer Service Excellence
Presented by Roy Atkinson, Senior Writer/Analyst at HDI. There is increased emphasis on customer service in almost every business in a highly competitive environment. Why do some organizations make great customer service look easy, and some seem to … [Read more...] about Webinar: The Pursuit of Customer Service Excellence
Webinar: Organizational use of Social Media: The Opportunity for Service Management
Presented by John Towsley, CEO MindMuze Join John Towsley, CEO of innovative eLearning solution provider MindMuze as he presents on how organizations can effectively use social media to train employees. Drawing from case studies, John will discuss … [Read more...] about Webinar: Organizational use of Social Media: The Opportunity for Service Management
What’s the difference between ITIL v2 and v3?
Written by Graham Furnis, Senior Consultant B Wyze Solutions What's old is new again. This is one way to think about the differences between ITIL®v2 and the newer framework described in ITIL ®v3. The basic practices and concepts contained within … [Read more...] about What’s the difference between ITIL v2 and v3?
Webinar: Building ITIL Awareness Before Implementation
Presented by Thought Rock Co-Founder John Towsley and Thought Rock Senior Consultant Graham Furnis. Is an ITIL awareness program really necessary? Why should organizations do it? What is the best way to go about it? At what stage should it be … [Read more...] about Webinar: Building ITIL Awareness Before Implementation
Webinar: IT and the Business Are We Driving Together?
Presented by Mike Davies, Managing Director, Assessment-Portal Want to know what the business really thinks, what your staff really think of your ITSM processes? Let us show you what you are doing well (in IT) and where your challenges are using the … [Read more...] about Webinar: IT and the Business Are We Driving Together?