itSMF San Francisco : kaiser permanente

Monday, January 30, 2017

Webinar Video: 01/12/2017 Measuring Process Maturity

Free Webinar : 01/12/2017 from 6:30 pm – 8:00 pm PST:

IT Service Management Forum itSMF SFO Measuring Process Maturity

Kaiser Permanente

Ivan Erdos, Process Architect

George Grenville, Process Specialist

A measured process maturity model helps align organizations, with what needs to be improved and how improvement is achieved. A journey in the development and usage of the method of a Maturity Model, highlighting practical learnings and potentials.

Kaiser Permanente created KMMI, the maturity assessment method was developed to assess maturity of processes regardless of their specific capabilities but measuring their compliance to the corporate policies and standards.

Video of the presentation is included.
Notes are available for view at (LINK)

Our thanks to the following:

Videoconference Editing by Kyle Mular
Webinar conference by Zoom

NEXT CALL: Wednesday February 1, at 1:00 – 2:30

Approaching Configuration Management: Getting started with ITSM Best Practices with Service Configuration Management, and Business Service Mapping.

What do you do to deliver maturity from Getting Started to regular review in your Service Configuration Asset Management Initiatives?
What challenges did you overcome in setting up your CMDB? How to approach Business Service Mapping?

If you have examples to share on how you got started, share them in advance, or bring them to the chat. Lets talk best practices with your host Dawn Khan

itSMF SFO LIG Zoom meeting. https://zoom.us/j/838922124

This weeks Topic Config for IT Service Management

Time: Feb 1, 2017 1:00 PM Pacific Time (US and Canada)

iPhone one-tap (US Toll): +16465588656,838922124# or +14086380968,838922124#

Or Telephone +1 646 558 8656 or +1 408 638 0968

Meeting ID: 838 922 124

itSMF San Francisco Bay LIG is the Local Interest Group (LIG) of the Information Technology Service Management Forum (itSMF USA). Our purpose is to showcase the best of Silicon Valley innovation and provide local IT professionals a forum to network, collaborate, share best practices, and ITSM knowledge.

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If you would like more information about ITSMF San Francisco (Silicon Valley) LIG, email sfo@itsmfusa.org or on this topic, please contact Dawn Khan

Sunday, January 29, 2017

Event Video: 12/15/2016, Holiday Mixer 1, 2, 3 Innovate Workshop - How To Deliver Inspired Service Experience!!

1,2,3 Innovation Mixer Brainstorm: How To Deliver Inspired Service Experience!!

SANTA CLARA, CA 12/15/2016: Here is the video of our December Holiday Mixer held at Palo Alto Networks. It was a very very rainy night in Silicon Valley with flooding and traffic around. Amazing though for those of us able to come together- over a dozen companies were represented with a very nice mix of ITSM Practitioners and Business Leaders, Developers, Managers, Directors, a few scrum Masters, some incredible Process Subject Matter Experts.

Attended by over 16 San Francisco Bay Area IT Service Management Enterprises with some welcome visits from IT Service Management Forum Los Angeles Chapter for this event! Meeting had a great cross section of IT Service Management Professionals with experience from the following (just to name a few):

Kaiser Permanente,
Palo Alto Networks,
Cisco,
Electronic Arts,
Stanford Healthcare,
DirectViz Solutions,
ServiceNow,
Cherwell Software,
Kloves

Ideas shared were highly compelling, and the 1,2,3 Innovate Workshop Agile Format encouraged participation, where each thought seemed to build towards a solid list of key solutions that with potential to deliver an even more inspired service experience. Executives and Subject Matter Experts shared challenges, and some of the amazing solutions they are developing to improve the way service is delivered, perceived, and valued. Some are working in partnership with business units to share the IT Solution packaging in new and innovative ways.

Most compelling quote became the centering theme for “How to REALLY represent Inspired Customer Service” came from Stephen Carn, Director, Enterprise Computing and Operations at Varian Medical Systems who said,

“Customers needs fit a few key aspects with providing a service:

Value for Time & Money;

Quality; Consistency ;

Reliability ;

Speed ;

Productivity;

Scalability;

Resiliency.

HOW are the outcomes of those things we plan to do, going to increase our ability to respond to our customers needs?”

Our thanks to the following:

Videography, Editing, and Photography by Ambrus Kontra
Agile workshop facilitation by Donald Apy
Event coordination of Taufiqul (Rasel) Khan

Video of the brainstorming follows. Slide deck with notes will be shared soon.

NEXT EVENT: FREE WEBINAR: ITSMF January 12 2017 Measuring Process Maturity

Ivan Erdos, Process Architect and George Grenville, Process Specialist from Kaiser Permanente will share how they developed, deployed and improved a general (non-process specific) organizational maturity assessment in KP IT, and beyond to Enterprise Shared Services.

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If you would like more information about ITSMF San Francisco (Silicon Valley) LIG, email sfo@itsmfusa.org or on this topic, please contact Dawn Khan