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ITSM Academy

Webinar Archives

An Actionable Approach to Driving Stakeholder Value

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Presenter: Rae Ann Bruno, President, Business Solutions Training - Complimentary Webinar

An Actionable Approach to Driving Stakeholder Value

ITIL v4’s Driving Stakeholder Value (DSV) certification takes a more direct approach to IT becoming a business partner that co-creates value. It covers the customer journey, touchpoints, interactions and so much more. DSV lays the foundation and can influence leaders to create an experience-focused culture. Yet, to make this a reality, it is essential to implement experience level agreements (XLAs) that, aligned with SLAs, help to measure the end-to-end experience. 

Attend this webinar to learn actionable ways to drive stakeholder value by starting an experience journey and transforming the employee and customer experiences.

  • Download the slide deck
  • The recording of the session will be available post webinar

Motivated by the ideas presented? Print a Personal Action Plan to capture them.

  • Drive Stakeholder Value
  • DSV
  • XLA
  • Employee Experience
  • Employee
  • Experience
  • ITIL
  • Best Practices
  • Experience Level Agreements

A Seat at the Table

Complimentary Webinar Presenters: - Donna Knapp, Curriculum Development Manager, ITSM Academy - Mark Blanke, CEO, OwlPoint - Fred Silva, Director - Digital Solutions Delivery, SAIC - Paul Edmisten, CIO, Tivity Health Join our Subject Matter Experts and 2 Sr. Level Practitioners, discussing the realities of ITIL 4 and ITSM in the modern workplace. Be in “the room where it happens”. Here is [...]

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ITIL 4® Direct, Plan & Improve - Ask Me Anything with Lou Hunnebeck and Donna Knapp

Presenters: Lou Hunnebeck, Principal Advisor, DXC Technology & Donna Knapp, Curriculum Development Manager, ITSM Academy - Complimentary Webinar ITIL 4® Direct, Plan & Improve - Ask Me Anything  What’s the real difference between high-performing and low-performing organizations? The ability to continuously improve. Join Lou Hunnebeck, lead editor of ITIL® 4: Direct, Plan and Improve and Donna Knapp, [...]

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SRE Roundtable with 4 DevOps Ambassadors

Presenter: SRE Roundtable with 4 DevOps Ambassadors - Complimentary Webinar A roundtable conversation about Site Reliability Engineering (SRE). Please join us as four of the DevOps Institute's Ambassadors discuss SRE. DevOps and SRE (and a little history of Google and SRE) - Helen Beal  SRE and ITIL - Donna Knapp Benefits of SRE - Craig Pearson SRE and Security - Niladri [...]

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How to improve Customer and Employee Experience with IT Service Management

Presenter: Chris Gallacher, Principal Consultant, Forrester Research - Complimentary Webinar How to improve Customer and Employee Experience with ITSM Please join us as Chris Gallacher provides the latest insights on how to assess and mature your IT services and capabilities by adopting industry best practices to enhance your Customer’s Experience by evaluating and addressing your Employee’s Experience. Download [...]

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ITIL® 4 DSV - Drive Stakeholder Value

Presenter: Donna Knapp, Curriculum Development Manager, ITSM Academy - Complimentary Webinar How to Create a Great Customer Experience A key activity in the ITIL 4 service value chain is 'engage'. One reason why this activity is particularly important is that it represents the start of the customer journey. The most successful organizations understand and master the customer [...]

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ITIL® 4 HVIT - High Velocity IT

Presenter: Donna Knapp, Curriculum Development Manager, ITSM Academy- Complimentary Webinar Digital has changed everything! It has enabled organizations to introduce new business models and to significantly change how they do business. Most importantly, it has changed expectations regarding the development, delivery, and use of digital technologies. Speed is crucial, but not at the expense of quality [...]

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ITIL4 and ServiceNow

Presenter: Mario Vivas, CEO, River Horse- Complimentary Webinar ITIL4 is out and everyone is eager to learn about the updates this release introduces. This session will summarize the key changes that ITIL4 presents with a focus on the more operational processes that organizations deliver on a day to day basis (Incident, Problem, Change and so on). [...]

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Adding Value with Change Management

Presenter: Vicki Rogers, Senior Manager of Change, Georgia Tech - Complimentary Webinar Learn how Georgia Tech adopted the IT change management process (AKA change enablement practice in ITIL v4), designed to help control the life cycle of strategic, tactical, and operational changes to IT services through standardized procedures. In this webinar, host Vicki Rogers will briefly describe [...]

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ITIL 4 Guiding Principles

Presenter: Rose Gibson, ITSM Academy Complimentary Webinar

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