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Podcast: What is ITIL All About?

Mind the IT Gap

Kansas City LIG Webinar: IT Governance, What's It Really All About?

In today’s IT organization, we must manage the risk associated with providing IT services to the business and to our customers. Risk has become the number one issue facing companies and it has gone unmanaged. IT professionals need to better understand the role of IT Governance and how it helps to manage risk and create confidence from the business that IT is managing the information resources appropriately. This session will explore the concepts of IT Governance and focuses on the primary domain of Risk Management.

The Road to Customer Satisfaction

The Road to Customer Satisfaction

by Julie Mohr

There is an art to service management. Just as a landscape painting emerges in layers – starting with basic shapes and colors, repeatedly adding layers of color, and refining brushstrokes until you get to the finished work – your service practices emerge through continuous improvement. While theory is the underpinning science, this prescriptive series looks at the art of turning theory into practice. The experts hone in on the common pain points and roadblocks, offering practical approaches to achieve optimal business alignment.

Incident Management and Shared Services

Incident Management - Understanding the ITIL Process and its Impact on Shared Services

by Julie Mohr

This webinar discusses the Incident Management process and how it impacts the introduction of a Shared Services model in a university environment. The presentation begins by discussing what Service Management is and then investigates the details of Incident Management and how the process enables the success of a shared service center.

IT Frameworks, Standards and Models: How to Leverage the Best of all Domains of IT Knowledge and Create a Recipe for Value

Frameworks like the Information Technology Infrastructure Library (ITIL) are not new. Frameworks existed before there was technology. Why is it that so many organizations have now begun to evaluate and adopt a framework in Information Technology? The basic answer is structure. In order to manage a complex system or value network, organizations need to adopt a structured environment to achieve operational efficiency and effectiveness as well as to understand how to measure performance and continuously improve

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Latest Webinar

Webinar: Demystifying the ITIL 2011 Release
Wednesday, 27 July 2011
In this webinar, we discuss the new edition of the Information Technology Infrastructure Library... Read more

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