Join Luigi Ferri, an experienced ITSM & IT Security Professional, in ’The ITSM Practice.’ Explore IT Service Management and IT Security, uncovering innovations and best practices with insights from leading organizations like Volkswagen Financial Services, Vodafone, and more. Each episode offers practical guides and expert discussions for learning and growth. Ideal for all ITSM and IT Security Professionals!
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The podcast The ITSM Practice: Elevating ITSM and IT Security Knowledge is created by Luigi Ferri. The podcast and the artwork on this page are embedded on this page using the public podcast feed (RSS).
Explore the transformative power of ITIL 4 Guiding Principles in this episode of The ITSM Practice. Luigi Ferri delves into how these principles can drive organizational value, offering practical exercises to assess and enhance your ITIL 4 maturity. Engage with essential strategies for simplification, automation, and collaboration, all aimed at optimizing operational excellence.
In this episode, we answer to:
How can organizations ensure every action adds value to stakeholders?
What strategies can help leverage existing resources without starting from scratch?
How does collaboration enhance visibility and drive innovation?
Resources Mentioned in this Episode:
ITIL Guiding Principles, Organizational Value, Operational Excellence, ITIL Maturity Assessment, Continuous Improvement, Stakeholder Value, Process Optimization, IT Service Management, ITSM Best Practices, Collaborative Innovation, Simplifying Processes, Automation in ITSM, ITIL Implementation, Value Creation, Organizational Efficiency, ITIL Training, Enterprise Service Management, ITIL Strategy, IT Governance, ITIL Principles Exercise
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of The ITSM Practice, Luigi Ferri explores how service management can be a strategic enabler for businesses. We delve into aligning IT Service Management (ITSM) with corporate goals to drive growth and value. This guide covers practical steps for CIOs, from assessing current operations to embedding service management deeply into business strategy, ensuring IT is not just a support function but a core part of business success.
In this episode, we answer to:
How can service management align directly with an organization's strategic goals?
What practical steps can CIOs take to integrate service management with business objectives?
How does embedding pragmatic service management practices help overcome common business challenges?
Resources Mentioned in this Episode:
ITSM Tools website, article “ESM – It’s Not Just About ITSM Processes”, link https://itsm.tools/esm-not-just-about-itsm-processes/
Think HDI, article “How to Transform Service Management Beyond IT”, link https://www.thinkhdi.com/library/supportworld/2021/transform-service-management-beyond-it
CACM website, article “An Overview of IT Service Management”, linked https://cacm.acm.org/research/an-overview-of-it-service-management/
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of "The ITSM Practice," Luigi Ferri explores the transformative journey of digital identity from basic usernames and passwords to advanced biometric systems and decentralized blockchain solutions. We discuss how digital identity has evolved to enhance security, user convenience, and data integrity, alongside the challenges of privacy, surveillance, and data breaches. Learn about the potential of Web 3.0 and self-sovereign identities in shaping a more secure and user-centric digital world.
In this episode, we answer to:
How has the role of digital identities evolved from simple logins to complex biometric systems?
What are the key risks and vulnerabilities associated with current digital identity systems?
How can decentralized technologies like blockchain improve the security and autonomy of digital identities?
Resources Mentioned in this Episode:
CDN Prod website, article "The Evolution of Digital Identity", link https://cdn.prod.website-files.com/660433347fef5f6938800768/6604346408b181838d132807_The%20Evolution%20of%20Digital%20Identity%20-%20By%20Vidos.pdf
Business Reporter website, article "The history of digital identity", link https://www.business-reporter.co.uk/technology/the-history-of-digital-identity
Biometric Update website, article "The evolution of digital identity: From databases to blockchain", link https://www.biometricupdate.com/202408/the-evolution-of-digital-identity-from-databases-to-blockchain
G+D Spotlight Newsletter, article "The reinvention of identity for the digital age", link https://www.gi-de.com/en/spotlight/digital-security/the-reinvention-of-identity-for-the-digital-age
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this thought-provoking episode of "The ITSM Practice," host Luigi Ferri explores the persistent challenges in project management, such as scope creep, stakeholder misalignment, unrealistic deadlines, and resource constraints. Luigi delves into how the ITIL 4 framework—emphasizing People, Products, Partners, and Processes—can revolutionize project approaches, moving from task management to delivering impactful outcomes. This episode is a must-listen for professionals striving to enhance project delivery in the competitive business landscape.
In this episode, we answer to:
Why do project management challenges like scope creep and resource constraints continue to persist across industries?
How can ITIL’s four dimensions reshape the way organizations approach project management?
What role does standardization play in modern project management and its impact on customer value and team satisfaction?
Resources Mentioned in this Episode:
PMI Institute website, article "PMI Blog - Reimagining the role of the project manager", link https://pmi-gc.de/en/news-eng/1245-pmi-blog-reimagining-the-role-of-the-project-manager
IAPM website, article "Thoughts of a Project Managers about “Challenges in project management”", link https://www.iapm.net/en/blog/thoughts-of-a-pm-challenges-in-the-project-management/
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
Join Luigi Ferri on The ITSM Practice as we dissect the creation of a Standard Service Model (SSM) using ITIL 4, ensuring IT services are proactive, consistent, and aligned with business objectives. This episode delves into the strategic blueprint for measurable value and minimized risks in service delivery, providing a step-by-step guide to crafting a model that leverages ITIL 4’s flexibility and customer-centric focus for enduring success.
In this episode, we answer to:
What are the core components of a Standard Service Model?
How does ITIL 4 enhance the development of a Standard Service Model?
What steps are involved in building an SSM using ITIL 4?
Resources Mentioned in this Episode:
ITSM Tools website, article "Service Model Development Using ITIL 4 for Service Delivery", link https://itsm.tools/developing-a-standard-service-model-using-the-itil-4-guiding-principles/
Knowledge Hut website, article "ITIL 4 Models - A New Operating Model in ITIL 4", link https://www.knowledgehut.com/blog/it-service-management/itil-model
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
Join Luigi Ferri on "The ITSM Practice" as we delve into the escalating costs and complexities of data breaches from 2022 to 2024, highlighting a record rise to $4.88 million per incident. This episode unpacks the multifaceted impacts of breaches on businesses, examining the balance between automation and visibility in cybersecurity. Discover actionable steps to safeguard your organization, enhance resilience, and optimize cost efficiency through strategic automation combined with vigilant human oversight.
In this episode, we answer to:
What are the financial and operational impacts of data breaches on businesses?
How can automation in cybersecurity be both a benefit and a risk?
What actionable steps can organizations take to balance automation with human oversight in their security strategies?
Resources Mentioned in this Episode:
IBM, research "Cost of a Data Breach Report 2022 / 2023 / 2024", link https://www.ibm.com/reports/data-breach
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In today's episode of The ITSM Practice, Luigi Ferri delves into Problem Management, a proactive approach aimed at identifying and eradicating the root causes of recurring IT incidents. We explore practical strategies, from root cause analysis using tools like fishbone diagrams to implementing permanent solutions. Discover the transformative impact of Problem Management on service quality, operational efficiency, and cost savings, along with a handy checklist to jumpstart your organization’s shift from reactive fixes to proactive problem-solving.
In this episode, we answer to:
What distinguishes Problem Management from Incident Management?
How can Problem Management improve operational efficiency and reduce costs?
What are practical steps for integrating Problem Management within an organization?
Resources Mentioned in this Episode:
IBM, article "What is problem management?", link https://www.ibm.com/think/topics/problem-management
PeopleCert, article "Problem management - Major Incidents and Service Managers", link https://www.peoplecert.org/
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In today's episode of "The ITSM Practice," Luigi Ferri delves into Operational Technology (OT) Cybersecurity, crucial for protecting vital infrastructure like energy, water, and healthcare. We discuss six actionable principles essential for safeguarding these systems against cyber threats, emphasizing the importance of safety, business knowledge, data protection, network segmentation, supply chain security, and human factors in creating a resilient cybersecurity strategy.
In this episode, we answer to:
How can your organization enhance the safety of OT systems during cyber incidents?
What strategies can help protect sensitive OT data from cyber threats?
How does network segmentation contribute to securing OT environments?
Resources Mentioned in this Episode:
Australian Government, whitepaper "Principles of Operational Technology Cyber Security", link https://industrialcyber.co/features/acscs-ot-cyber-security-principles-call-to-action-for-critical-infrastructure-providers-to-boost-cyber-resilience/
Dark Reading, article "NSA Releases 6 Principles of OT Cybersecurity", link https://www.darkreading.com/ics-ot-security/nsa-releases-6-principles-ot-cybersecurity
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In today's episode of "The ITSM Practice," hosted by Luigi Ferri, we explore crucial data protection technologies: File Integrity Monitoring (FIM) and Data Loss Prevention (DLP). Discover how FIM acts as a vigilant monitor of file changes, ensuring system integrity, while DLP secures sensitive content, preventing unauthorized data leaks. Together, they form a robust security framework vital for any organization aiming to fortify its defenses against both internal and external threats.
In this episode, we answer to:
What are File Integrity Monitoring (FIM) and Data Loss Prevention (DLP), and how do they enhance organizational security?
How does the integration of FIM and DLP contribute to a comprehensive security infrastructure?
Why is it crucial to have both FIM and DLP in place for effective risk management and data protection?
Resources Mentioned in this Episode:
Microsoft, article "File Integrity Monitoring in Microsoft Defender for Cloud", link https://learn.microsoft.com/en-us/azure/defender-for-cloud/file-integrity-monitoring-overview
Tripware, article "What Is the Difference between FIM and DLP", link https://www.tripwire.com/state-of-security/what-difference-between-fim-and-dlp
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of The ITSM Practice, Luigi Ferri delves into the transformative power of prioritizing customers over products, exploring its profound impact on quality, profitability, and business growth. By shifting focus from product-centric to customer-centric strategies, companies like Apple and Tesla have not only enhanced their offerings but also fostered customer loyalty and operational excellence. Luigi emphasizes the importance of actively listening to and integrating customer feedback, which not only drives innovation but also solidifies a company's competitive edge.
In this episode, we answer to:
What steps can you take to make customer insights central to your product development?
How does your organization measure quality today, and is it aligned with customer expectations?
Are you investing enough in relationships to turn customers into long-term advocates?
Resources Mentioned in this Episode:
Kaizo, article "The real meaning behind “customer first", link https://kaizo.com/blog/customer-first/
Zendesk, article "Customer First: What it really means to put the customer first", link https://www.zendesk.de/blog/customer-first/
Praemie Direkt, article "Customer First – The customer comes first", link https://www.praemie-direkt.de/wissen/customer-first-der-kunde-an-erster-stelle/
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of "The ITSM Practice," Luigi Ferri delves into the transformative power of observability in IT management and security. Discover how leveraging contextual data and dynamic thresholds enhances system performance, security measures, and anomaly detection, promoting a proactive and strategic approach to IT security.
In this episode, we answer to:
How can collecting contextual data and setting dynamic thresholds improve our system performance and security measures?
How do dynamic thresholds revolutionize the way we handle system alerts and anomalies?
What does a layered security approach entail, and how does it enhance our security strategy?
Resources Mentioned in this Episode:
Contrast Security, article "Security Observability: Intelligent security assessment = seeing what others can’t", link https://www.contrastsecurity.com/security-influencers/what-is-security-observability-contrast-security
Cloud Zenix, article "Strategies for DevOps Teams to Enhance Observability and Overcome Monitoring Challenges", link https://cloudzenix.com/strategies-for-devops-teams-to-enhance-observability-and-overcome-monitoring-challenges/
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of "The ITSM Practice," Luigi Ferri delves into constructing IT systems that are inherently secure, robust, and prepared for future cybersecurity challenges. He highlights the importance of integrating security at every development phase, managing software quality, and the necessity of continuous security improvements, drawing from key NIST publications. These guidelines ensure IT systems are secure from the start and remain resilient against evolving threats.
In this episode, we answer to:
How can we integrate security from the start of system development?
How can we manage software quality and supply chain risks effectively?
What are the benefits of committing to continuous security improvement?
Resources Mentioned in this Episode:
NIST Special Publication 800-160 Volume 1, link https://csrc.nist.gov/pubs/sp/800/160/v1/r1/final
NIST Cybersecurity Framework, link https://www.nist.gov/cyberframework
NIST Special Publication 800-137 on Continuous Monitoring for Federal Information Systems and Organizations, link https://csrc.nist.gov/pubs/sp/800/137/final
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In today's episode of "The ITSM Practice," Luigi Ferri delves into the evolving roles of Project Managers and Process Owners in the face of increasing business complexities. We explore how these key players transition from operational to strategic roles, leveraging digital tools and cross-functional strategies to align with global business demands. With insights from PRINCE2 and ITIL 4, plus expert analysis from Deloitte, we discuss the necessary skills and strategic foresight required for future success in these pivotal positions.
In this episode, we answer to:
How can organizations foster a culture where Project Managers and Process Owners thrive in their expanded, strategic roles?
What are the implications of these evolving roles for professional development within your organization?
How can technology be harnessed to support the seamless integration of project management and process ownership for optimal strategic outcomes?
Resources Mentioned in this Episode:
CIO.com website, article "8 essential skills of elite project managers", link https://www.cio.com/article/302886/8-essential-skills-of-elite-project-managers.html
Deloitte, article "The value of global process owners in global business services - part 1", link https://www2.deloitte.com/us/en/pages/operations/articles/the-value-of-global-process-owners-in-global-business-services.html
Harvard Business Review, article "What the Next Generation of Project Management Will Look Like", link https://hbr.org/2023/11/what-the-next-generation-of-project-management-will-look-like
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In today's episode of "The ITSM Practice," Luigi Ferri dives into the critical IT decision: Cloud vs. On-Premises. Explore the advantages of cloud solutions for flexibility, speed, and compliance, alongside on-premises systems for control and predictable costs. Uncover hidden costs, and consider the total cost of ownership, scalability, and security aspects of both setups. Discover why hybrid models may offer the best of both worlds in this detailed comparison.
In this episode, we answer to:
How do cloud solutions compare to on-premises in terms of long-term costs?
What are the hidden costs associated with cloud computing?
How do hybrid models balance the benefits of cloud and on-premises systems?
Resources Mentioned in this Episode:
Statista, article "Cloud Computing in the UK," link https://www.statista.com/topics/3164/cloud-computing-in-the-united-kingdom-uk/
Forrester, article "Comparing Total Cost of Ownership: SaaS vs. On-Premises Software," link https://www.forrester.com/report/comparing-total-cost-of-ownership-saas-vs-on-premises-software/RES173702?ref_search=3531980_1695156858821
- Gartner, webinar "The Future of Cloud: Prepare for 2025" available at https://www.gartner.com/en/webinar/445864/1051166.
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of "The ITSM Practice," Luigi Ferri dives into the intricacies of aligning business and operating models with ITIL 4 practices. Luigi explores the strategic importance of understanding business and operating models, the roles of key executives, and the benefits and challenges they present. He discusses strategies for building and sustaining model alignment, including clear vision and objectives, detailed mapping, and continuous improvement to ensure business agility and success.
In this episode, we answer to:
How can we build and sustain model alignment with ITIL 4?
What are the pros and cons of business and operating models?
Do we truly understand the importance of business and operating models?
Resources Mentioned in this Episode:
PeopleCert's research document titled "Business Models and Operating Models", available at www.peoplecert.com
Bakkah Learning, article "Operating Model VS Business Model Full Guide", link https://bakkah.com/knowledge-center/business-operating-model-bom
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this insightful episode of The ITSM Practice Podcast, Stefano, a certified ITIL Master and Prince2 Practitioner, delves into the art of giving constructive feedback to help staff grow. Learn the importance of setting measurable goals, understanding employee motivations, and maintaining professionalism without personal emotions. Stefano emphasizes practical feedback strategies that foster employee growth and drive performance improvements.
In this episode, we answer to:
How can you set effective, measurable goals for feedback?
What are the best practices for understanding an employee's needs and motivations?
How should feedback be delivered to ensure it is constructive and actionable?
Resources Mentioned in this Episode:
Employee Motivation, Goal Setting, Performance Tracking, Professional Feedback, Emotional Intelligence in Leadership, Constructive Criticism Techniques.
Connect with us on:
LinkedIn: https://www.linkedin.com/in/stefanobellelli/
Website: https://greenmill.it/
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In today's episode of "The ITSM Practice," host Luigi Ferri delves into the critical topic of strategy execution, revealing that only 30% of strategic initiatives are successful. We discuss the significant gaps between strategic plans and actual results, such as alignment and communication, resource allocation, cultural resistance, adaptability, and leadership. Each gap presents unique challenges that, if not addressed, can dramatically hinder an organization's ability to execute its strategies effectively.
In this episode, we answer to:
Why do so many organizations struggle with strategy execution?
How can alignment and communication improve strategic outcomes?
What role does leadership play in closing the strategy execution gap?
Resources Mentioned in this Episode:
Jimmie Butler, article "Statistics Suggest You Will Fail to Successfully Execute Your Strategies", link https://jimmiebutler.com/statistics-suggest-you-will-fail-to-successfully-execute-your-strategies/
Better Odds, article "Why Strategy Execution Fails: 7 General Pitfalls", link https://www.betterodds.inc/resources/why-strategy-execution-fails
IntelliBridge, article "90 Percent of Organizations Fail to Execute Their Strategies Successfully: A White Paper to Help You Avoid Being a Statistic", link https://intellibridge.us/90-percent-of-organizations-fail-to-execute-their-strategies-successfully/
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In today's episode of The ITSM Practice Podcast, Stefano, an ITIL Master and Prince2 Practitioner, dives into the innovative "Intelligent Swarming" technique, inspired by the cohesive work of honeybees. He explores how cross-functional teams can enhance incident and problem resolution efficiency by collaborating rather than escalating issues through traditional tiered support structures. Stefano illustrates the benefits and practical implementations of swarming, emphasizing continuous upskilling and strategic team engagements to tackle complex issues swiftly and effectively.
In this episode, we answer to:
What is the "Intelligent Swarming" technique, and how is it inspired by bees?
How does swarming compare to traditional tiered support structures in handling incidents?
What are practical examples of swarming adaptations in different organizational settings?
Resources Mentioned in this Episode:
Intelligent Swarming, Incident resolution, Cross-functional collaboration, ITIL 4.
Connect with us on:
LinkedIn: https://www.linkedin.com/in/stefanobellelli/
Website: https://greenmill.it/
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of "The ITSM Practice," host Luigi Ferri explores the future of Enterprise Security, envisioning an ecosystem that not only defends but also anticipates and adapts to threats. Highlighting key innovations such as AI-enhanced CMDB systems, machine learning-driven risk assessments, and policy management automation, Luigi discusses the integration of advanced technologies like SIEM and EDR to optimize security responses. Dive into a futuristic view of cybersecurity with expert insights and advanced strategies to stay ahead of emerging threats.
In this episode, we answer to:
How do we assess and prioritize risks in a future-driven security landscape?
What technologies will form the backbone of our security infrastructure in six years?
How do we integrate and orchestrate security measures to ensure rapid and effective responses?
Resources Mentioned in this Episode:
Berkeley University Blog, article "Seven trends that could shape the “official future” of cybersecurity in 2030", link https://cltc.berkeley.edu/publication/seven-trends-cybersecurity-2030/
IE University Blog, article "What Is the Future of Cybersecurity?", link https://www.ie.edu/insights/ideas-to-shape-the-future/idea/what-is-the-future-of-cybersecurity/
Forbes, article "The Future Of Cybersecurity: Emerging Threats And How To Combat Them", link https://www.forbes.com/councils/forbestechcouncil/2024/07/11/the-future-of-cybersecurity-emerging-threats-and-how-to-combat-them/
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
Join us in this engaging episode of The ITSM Practice Podcast as we delve into workplace motivation with Stefano, a certified ITIL Master and Prince2 Practitioner. Discover the insights of Frederick Herzberg's renowned two-factor theory, exploring how different workplace factors contribute to employee satisfaction and dissatisfaction. Stefano breaks down the elements that motivate employees—like achievement and recognition—and the hygiene factors essential for maintaining a healthy work environment. Tune in to learn how to inspire and retain a high-performing, satisfied workforce.
In this episode, we answer to:
What are the main factors that motivate employees according to Herzberg's theory?
How do hygiene factors affect employee dissatisfaction and retention?
Can certain hygiene factors like raises or bonuses also act as motivators?
Resources Mentioned in this Episode:
Frederick Herzberg's Two-Factor Theory, Workplace Motivation, Employee Retention Strategies, Service Management Training.
Connect with us on:
LinkedIn: https://www.linkedin.com/in/stefanobellelli/
Website: https://greenmill.it/
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of "The ITSM Practice," Luigi Ferri dives into the integration of vendor consolidation with defense in depth in cybersecurity. We explore how consolidating vendors can streamline operations and reduce costs, yet maintain robust security through a multi-layered approach. We also discuss the role of cloud platforms like AWS and Microsoft Azure in simplifying security management, and the balance needed between operational efficiency and risk management. This episode unpacks whether merging these strategies is the future of resilient cybersecurity.
In this episode, we answer to:
Can operational efficiency and robust security coexist with vendor consolidation and defense in depth?
How are cloud platforms changing security consolidation strategies?
What are the potential risks and benefits of integrating vendor consolidation with defense in depth?
Resources Mentioned in this Episode:
Gartner, podcast "Can Vendor Consolidation and Defense in Depth Coexist?", link https://www.gartner.com/en/documents/5731983
Rapid7 Blog, article "Three Security Vendor Consolidation Myths Debunked", link https://www.rapid7.com/blog/post/2023/08/23/3-security-vendor-consolidation-myths/
Akamai Blog, article "6 Tips for a Successful Security Vendor Consolidation", link https://www.akamai.com/blog/security/6-tips-successful-security-vendor-consolidation
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In today's episode of The ITSM Practice Podcast, Stefano, a certified ITIL Master and Prince2 Practitioner, delves into the transformative potential of process design within IT and Enterprise Service Management. He introduces the value-stream approach, a method derived from Lean philosophy, emphasizing its capability to minimize waste and enhance organizational efficiency. This methodology not only simplifies processes but also aligns with strategic objectives to maximize value creation across all operations.
In this episode, we answer to:
What defines a process in IT and Enterprise Service Management?
How can the value-stream approach transform process efficiency?
What are the practical benefits of mapping processes to value streams?
Resources Mentioned in this Episode:
Process Design, Value-Stream Mapping, Lean Philosophy, IT Service Management.
Connect with us on:
LinkedIn: https://www.linkedin.com/in/stefanobellelli/
Website: https://greenmill.it/
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaza
In this insightful episode of "The ITSM Practice," Luigi Ferri delves into the transformative potential of AI in service desks. Discover how AI is redefining the roles of human agents, enhancing efficiency, accuracy, and personalization, and tackling complex challenges in service management. AI not only automates mundane tasks but also predicts and prevents issues, reshaping customer service landscapes and enhancing workflows with its 24/7 capabilities.
In this episode, we answer to:
How will AI transform service desk operations and customer interactions?
What does the future of human-AI collaboration in service desks look like?
What are the challenges and ethical considerations in adopting AI within service management?
Resources Mentioned in this Episode:
CAI Blog, article "Service Desk 2025: What we can expect", link https://www.cai.io/resources/thought-leadership/service-desk-2025-what-we-can-expect#:~:text=Over%20the%20next%20few%20years,better%20user%2Dfacing%20knowledge%20bases.
Microgenesis Blog, article "The Future of Service Desks: Powered by AI and Automation", link https://mgtechsoft.com/blog/future-of-service-desks/
IBM website, article "What is a service desk?", link https://www.ibm.com/topics/service-desk#:~:text=Service%20desks%20are%20the%20%E2%80%9Cface,resets%20or%20database%20access%20requests.
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In today's episode of "The ITSM Practice," Luigi Ferri delves into the critical need for integrating security into IT project management from the start. Highlighting the risks for organizations with immature security practices, Luigi provides practical steps for embedding robust security measures, inspired by ISO 27001 standards. He emphasizes the importance of foundational training, regular security reviews, and strategic technology implementation to foster a security-conscious culture within the organization.
In this episode, we answer to:
Why is it crucial to embed security right from the project's start, especially in organizations still maturing in their security practices?
How often should security reviews be conducted to ensure ongoing protection throughout the project lifecycle?
What initial security technologies should organizations consider to maximize benefits without overwhelming their team?
Resources Mentioned in this Episode:
Tripwire Blog, article "Where Security Starts in Your Security Projects?", link https://www.tripwire.com/state-of-security/where-security-starts-your-security-projects
NIST CSF website, link https://www.nist.gov/cyberframework
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
Hello and welcome to The ITSM Practice Podcast!
I'm Luigi Ferri, your host.
Today, I’m handing over the reins to Tarun Ramesh, a cloud security expert and Software Developer at Dune Security.
Have you ever wondered how sophisticated cyber-attacks unfold in the cloud?
Tarun is here to shed light on that.
He’ll touch on the challenges of securing cloud environments and offer insights on enhancing incident response strategies.
Curious about how to better protect your digital assets?
Stay tuned as Tarun guides us through the essentials of cybersecurity in cloud computing.
Now, let’s get started with Tarun and uncover some critical cybersecurity insights!
Connect with us on:
LinkedIn: Tarun Ramesh link https://www.linkedin.com/in/tarunaravind2000/
Website: https://dune.security/
LinkedIn: Luigi Ferri link https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
Resources Mentioned in this Episode:
Tarun Ramesh, Cloud Security, Social Engineering Tactics, Incident Response Strategies
Multi-Factor Authentication (MFA), Dune Security, Cloud Security Posture Management
Add this call to action: And if you want more tips and guidance, follow me on LinkedIn I am sharing daily posts regarding Enterprise Service Management, IT Service Management and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In today's episode of "The ITSM Practice," host Luigi Ferri explores ITIL process design strategies, specifically comparing top-down and bottom-up approaches. Luigi breaks down the benefits, cons, and appropriate scenarios for each approach, guiding listeners on how to align process designs with business needs effectively. This discussion ensures you understand which method fits your organizational goals, fostering better engagement and strategic alignment.
In this episode, we answer to:
What are the main differences between top-down and bottom-up approaches in ITIL process design?
What are the advantages and disadvantages of using a top-down approach?
When is it ideal to employ a bottom-up approach in process design?
Resources Mentioned in this Episode:
Nikola Gaydarov, article "How to design a process: bottom up or top down?", Link https://www.linkedin.com/pulse/how-design-process-bottom-up-top-down-nikola-gaydarov-itil-expert-/
Trevor Wilson, article "ITIL® 4: Designing top-down' and Implementing bottom-up'", link https://www.linkedin.com/pulse/itil-4-designing-top-down-implementing-bottom-up-trevor-wilson/
Object Management Group, article "Centers of Excellence: The Shift from ‘Nice to Have’ to Necessary", link https://www.objectmanagementgroup.org/2024/01/15/centers-of-excellence-the-shift-from-nice-to-have-to-necessary/
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
Welcome to The ITSM Practice Podcast!
I'm Luigi Ferri, your host.
Today, we're taking a bit of a unique turn.
I'm stepping aside to let Kyle Ryan, the Head of AI and Backend Engineering at Dune Security and an Adjunct Professor at Fordham University in New York, take over for a solo episode.
Kyle will delve into how AI is revolutionizing cybersecurity. He'll cover its impact on our defense strategies and the broader implications for technology and corporate security.
Expect insights on blending AI with established security practices to improve threat detection and strengthen defenses.
Now, let’s hand it over to Kyle and get ready to dive deep into AI's transformative role in cybersecurity!
Connect with us on:
LinkedIn: Kyle Ryan link https://www.linkedin.com/in/kylejohnryan/
Website: https://dune.security/
LinkedIn: Luigi Ferri link https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
Resources Mentioned in this Episode:
Kyle Ryan, AI cybersecurity, machine learning, generative AI, threat detection, behavioral analytics, adaptive security systems, Dune Security, phishing simulations, spear phishing, data governance.
And if you want more tips and guidance, follow me, Luigi Ferri, on LinkedIn. I share daily posts about Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of "The ITSM Practice," Luigi Ferri explores how ITIL Service Design can transform the way IT services are sold by aligning them with business goals, optimizing resources, and enhancing customer experiences. Discover the essential benefits of integrating ITIL v3 and ITIL 4 into your service management framework, especially for regulated industries or fast-paced startups needing agility.
In this episode, we answer to:
What are the benefits of ITIL Service Design for selling services?
How does ITIL Service Design drive success, step by step?
Why is Service Design considered a business differentiator?
Resources Mentioned in this Episode:
QRP MMI, article "What is ITIL Service Design?", link https://www.qrpinternational.be/blog/it-governance-and-service-management/what-is-itil-service-design/
Axelos, Service Design Practice, link https://www.axelos.com/resource-hub/practice/service-design-itil-4-practice-guide
itSMF UK, article "Why Do Service Design?", link https://www.itsmf.co.uk/why_service_design/
Invensis Learning, article "ITIL Service Design", link https://www.invensislearning.com/blog/itil-service-design-faqs/
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
Welcome to The ITSM Practice Podcast!
I'm Luigi Ferri, and today we're joined by Casey Zduniak, a Senior Software Engineer at Dune Security.
Today, Casey will talk about how we can better protect ourselves in cyberspace by understanding information asymmetry.
We'll explore ways to increase awareness within our organizations and strengthen our defenses against cyber threats.
Connect with us on:
LinkedIn: Casey Zduniak link https://www.linkedin.com/in/casey-zduniak-858764169/
Website: https://dune.security/
LinkedIn: Luigi Ferri link https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
Resources Mentioned in this Episode:
Casey Zuniak, software engineer, Dune Security, information asymmetry, cybersecurity, social engineering, phishing, business email compromise, employee risk profiling, awareness training, FACC, DMARC, Verizon, granular risk profiling, phishing simulation, Bayesian networks, CEO impersonation, technical defenses.
And if you want more tips and guidance, follow me, Luigi Ferri, on LinkedIn. I share daily posts about Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of "The ITSM Practice," Luigi Ferri delves into the critical role Managed Service Providers (MSPs) play in the IT landscape. Discover why businesses turn to MSPs for scalable, expert solutions in managing IT infrastructures, from cybersecurity to cloud solutions. Understand how MSPs, valued at $267 billion globally in 2022, offer strategic benefits and face challenges like keeping pace with AI and automation. This episode explores the evolution of MSPs, their significance for different business sizes, and the anticipated future trends impacting their services.
In this episode, we answer to:
Why are organizations increasingly relying on MSPs?
When do large enterprises need an MSP?
What are the future trends for MSPs?
Resources Mentioned in this Episode:
Forbes, article "What Is A Managed Service Provider (MSP)?", link https://www.forbes.com/advisor/business/what-is-managed-service-provider/#:~:text=A%20managed%20service%20provider%20is,(CRM)%20to%20your%20business.
MSP Launchpad, article "How Big Is the MSP Market?", link https://www.msplaunchpad.com/blog-posts/how-big-is-the-msp-market
Forbes, article "What Are The Modern Challenges Of Managed Service Providers?", link https://www.forbes.com/councils/forbesbusinesscouncil/2023/02/13/what-are-the-modern-challenges-of-managed-service-providers/
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this informative episode of "The ITSM Practice," Luigi Ferri delves into the critical role of Software Bill of Materials (SBOM) in enhancing software security and building trust. He explains how SBOM acts as a comprehensive ingredients list for software, essential for tracking components and managing vulnerabilities like the infamous Log4j exploit. Luigi emphasizes the importance of SBOMs for regulatory compliance, risk management, and fostering trust with customers in SaaS environments.
In this episode, we answer to:
What is an SBOM and why is it compared to an ingredients list for software?
How does an SBOM enhance security and compliance in SaaS environments?
What are the risks of not implementing an SBOM?
Resources Mentioned in this Episode:
Kroll, article "Implementing SBOM Security Best Practices", link https://www.kroll.com/en/insights/publications/cyber/software-bill-of-materials-best-security-practices
UK National Cyber Security Centre, article "Software Bill of Materials and Cybersecurity", link https://english.ncsc.nl/research/research-results/using-the-software-bill-of-materials-for-enhancing-cybersecurity
UK National Cyber Security Centre, article "Using the Software Bill of Materials for Enhancing Cybersecurity", link https://english.ncsc.nl/research/publications/publications/2021/february/4/using-the-software-bill-of-materials-for-enhancing-cybersecurity
US CISA, article "Software Transparency in SaaS Environments", link https://www.cisa.gov/resources-tools/resources/software-transparency-saas-environments-0
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
Welcome Back! In this episode of "The ITSM Practice," Luigi Ferri discusses the merits of centralized and decentralized ITSM models, exploring which might be the best fit based on an organization's size, needs, and goals. Delve into the advantages of each model, from cost efficiency and standardized governance in centralized systems to enhanced flexibility and quicker response times in decentralized structures. Learn how to strike the right balance with hybrid models and technology enablement.
In this episode, we answer to:
What are the benefits of a centralized ITSM model?
How does decentralized ITSM empower local teams and improve response times?
What factors should organizations consider when choosing between centralized and decentralized ITSM?
Resources Mentioned in this Episode:
Luigi Ferri, LinkedIn post "Centralized or Decentralized?", link https://www.linkedin.com/feed/update/urn:li:activity:7234773009486553089/
ITSM People, article "The Great Debate: Centralised vs. Decentralised ITSM for Global Organisations" link https://www.itsmpeople.co.uk/post/the-great-debate-centralised-vs-decentralised-itsm-for-global-organisations#:~:text=While%20centralised%20ITSM%20requires%20a,day%2Dto%2Dday%20operations.
Trianz, article "Decentralized vs Centralized ITSM: A Clear Choice", link https://www.trianz.com/insights/decentralized-vs-centralized-itsm-a-clear-choice
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn! I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
Welcome Back! In this episode of "The ITSM Practice," host Luigi Ferri explores the vital roles and responsibilities within ITIL 4 Service Management, emphasizing the transformation from a reactive to a proactive organizational stance. He delves into the importance of clear role definitions across three levels: sponsorship, expertise, and specialization, illustrating how these can enhance efficiency, reliability, and customer satisfaction in service management.
In this episode, we answer to:
Why are roles and responsibilities critical in service management?
How do clear roles at different levels (sponsorship, expertise, specialization) enhance service management?
What are the real-world impacts of effective role execution in service management?
Resources Mentioned in this Episode:
Rutgers Information Technology, article "Service Management: Definitions and roles for service management", link https://it.rutgers.edu/service-management/knowledgebase/definitions-and-roles/
Appmanager, article "IT Service Mgr Roles & Responsibilities: Make the Most of Your Role Today!", link https://www.appmanager.ai/unraveling-crucial-roles-responsibilities-it-service-manager
Oneio, article "Service Management Office (SMO) goals, roles and responsibilities in 2024", link https://www.oneio.cloud/blog/smo-goals-roles-and-responsibilities
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
Welcome back! In today's episode of "The ITSM Practice," hosted by Luigi Ferri, we delve into how DevSecOps, combined with ITIL® 4, enhances security in IT services. We explore the benefits and challenges from a customer's perspective, discuss proactive security practices, and offer practical tips for integrating DevSecOps effectively. This integration is crucial for managing modern cybersecurity threats and ensuring rapid recovery from disruptions.
In this episode, we answer to:
How does DevSecOps change the security landscape in IT services?
What are the pros and cons of DevSecOps from a customer's perspective?
How can organizations effectively implement DevSecOps?
Resources Mentioned in this Episode:
DevOps Institute, article "DevSecOps and ITIL® 4", link https://www.devopsinstitute.com/devsecops-and-itil4/
Release Team, article "Can ITIL and DevOps Work Together?", link https://www.releaseteam.com/itil-and-devops-together/
Pluralsight, article "5 Ways To Implement DevSecOps Right Now", link https://www.pluralsight.com/resources/blog/cloud/5-ways-to-implement-devsecops-right-now
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
Discover how AIOps is transforming IT service management by leveraging artificial intelligence and machine learning for predictive interventions and enhanced decision-making. We explore the future of AI in service management, including automation, predictive analytics, and customer interaction improvements. Learn about Gartner's recommended steps for initiating an AIOps pilot and understand the inherent challenges such as governance, security, and skill displacement. Join us as we delve into balancing automation benefits with maintaining critical IT skills.
In this episode, we answer to:
What is the future of AI in IT Service Management?
How to start an AIOps pilot: Gartner's recommended steps.
What are the challenges and risks of implementing AIOps, including governance and security?
Resources Mentioned in this Episode:
4me, article "What Is the Future of AI and Service Management?", link https://www.4me.com/blog/what-is-the-future-of-ai-and-service-management/
KPMG, article "KPMG AI Performance & Governance", link https://kpmg.com/de/de/home/dienstleistungen/advisory/consulting/services/digital-lighthouse/ai-performance-and-governance.html?gad_source=1&gclid=CjwKCAjw-O6zBhASEiwAOHeGxVRg7p1sdu93i_TwROdQLby5mosNYzzz3N1AikEm2bAZgDVPf4cL0BoCspgQAvD_BwE
AWS, article "AWS's Perspective on AIOps", link https://aws.amazon.com/what-is/aiops/
Gartner, article "How to Get Started With AIOps", link https://www.gartner.com/smarterwithgartner/how-to-get-started-with-aiops
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
Welcome back to "The ITSM Practice," hosted by Luigi Ferri. In this episode, we delve into the critical aspects of Security Governance with a focus on regulations, compliance, and cloud security. Discover how to effectively navigate the ever-evolving landscape of IT governance and ensure robust security measures in your organization.
In this episode, we answer to:
What is the difference between compliance and security?
How can companies stay ahead of evolving regulatory requirements?
What are the key strategies for effective cloud security governance?
Resources Mentioned in this Episode:
Henrik Parkkinen blog, article "Cloud Security Governance", link https://henrikparkkinen.com/2022/11/20/cloud-security-governance-regulations-compliance-security/
Expertinsights website, article "50 Cloud Security Stats You should know, link https://expertinsights.com/insights/50-cloud-security-stats-you-should-know/
Statista, article "Cloud Security - Worldwide", https://www.statista.com/outlook/tmo/cybersecurity/cyber-solutions/cloud-security/worldwide#:~:text=Revenue%20in%20the%20Cloud%20Security,reach%20US%240.57%20in%202024.
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
Welcome back to 'The ITSM Practice.' I'm Luigi Ferri. Today, we're diving into how to sell ITIL consultancy with expert tips and strategies for businesses of all sizes. Learn how to enhance ITIL implementation, making it efficient, flexible, and commercially impactful. Discover tailored approaches for enterprises and SMBs, and master effective client engagement techniques to seal the deal.
In this episode, we answer:
How can ITIL consultancy be tailored to small and medium-sized businesses?
What are the key strategies for effective client engagement in ITIL consultancy?
How can workshops be used to demonstrate the benefits of ITIL?
Resources Mentioned in this Episode:
ITIL consultancy, ITSM vendor partnerships, SMB ITIL strategies, client engagement techniques, tailored ITIL assessments, workshops vs. webinars.
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
Welcome back to "The ITSM Practice." I'm Luigi Ferri. Today, we’re delving into SDLC release management models in regulated sectors like Fintech, Finance, Telecommunications, and Healthcare. Effective release management in these fields ensures compliance with strict regulations, enhancing security, efficiency, and stakeholder trust. We explore ITIL, Waterfall, Agile, and DevOps models, highlighting their strengths and challenges in maintaining regulatory compliance while fostering innovation.
In this episode, we answer to:
What are the benefits and drawbacks of the ITIL model in regulated sectors?
How does the Waterfall model ensure compliance in financial and healthcare software development?
What challenges does Agile face in maintaining strict compliance amidst rapid changes?
Resources Mentioned in this Episode:
- ITIL model in regulated sectors
- Waterfall model for compliance
- Agile practices in Fintech
- DevOps in competitive industries
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
Welcome back to "The ITSM Practice." I'm Luigi Ferri, and today we explore how the Service Management Office (SMO) and Value Management Office (VMO) transform Service Management. The SMO enhances IT services by addressing inefficiencies and aligning them with enterprise goals, while the VMO maximizes value across all departments, driving comprehensive value creation and strategic advancement.
In this episode, we answer:
What is the role of the Service Management Office (SMO) in enhancing IT services?
How does the Value Management Office (VMO) contribute to overall business objectives?
What are the key steps to establishing effective SMO and VMO in an organization?
Both offices play critical roles in integrating ITIL 4 principles to ensure sustainable growth and a competitive edge. Reflect on how well your SMO and VMO are integrated into your strategic initiatives and discuss with your team for better alignment and value creation.
Resources Mentioned in this Episode:
Oneio, article "Service Management Office (SMO) goals, roles and responsibilities in 2024", link https://www.oneio.cloud/blog/smo-goals-roles-and-responsibilities
Axelos, article "The Service Management Office and ITIL 4", link https://www.axelos.com/resource-hub/blog/the-service-management-office-and-itil-4
Cognixia, article "How to build an effective Service Management Office with ITIL 4?", link https://www.cognixia.com/blog/how-to-build-an-effective-service-management-office-with-itil-4/
HDI, article "Best of HDI in 2021 - #7: A Service Management Office is No Longer a Luxury", link https://www.thinkhdi.com/library/supportworld/2021/service-management-office-is-a-necessity
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
Welcome back to "The ITSM Practice." I’m Luigi Ferri, your host. In this episode, we dive into why it's essential to sell the value of ITIL 4 to key business stakeholders. We explore the benefits of ITIL, how it improves IT Service Delivery, and strategies to communicate its value to top management. Whether it's improved margins, better customer experiences, reduced risks, or greater agility, understanding these elements is crucial for successful ITIL adoption.
In this episode, we answer to:
Why is it essential to sell the value of ITIL 4 to key business stakeholders?
How can the overall value of ITIL adoption be sold?
Why are stakeholders key in ITIL implementation?
Resources Mentioned in this Episode:
Goodlearning, article "How to Sell ITIL 4 to Your Organization", link https://goodelearning.com/articles/how-to-sell-itil4-practices-to-your-organization/
Joe The IT Guy, article "Selling the Value of ITIL 4", link https://www.joetheitguy.com/selling-the-value-of-itil-4/
Axelos, article "Selling the value of ITIL to your peers and superiors", link https://www.axelos.com/resource-hub/blog/selling-the-value-of-itil-to-your-peers-and-superiors
ITSM Solutions, article "How to Sell ITIL to the Top", link https://www.itsmsolutions.com/newsletters/DITYvol5iss51.htm
Next MSC, article "IT Service Management Market Overview", link https://www.nextmsc.com/report/it-service-management-itsm-market
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of "The ITSM Practice," host Luigi Ferri delves into the critical topic of cybersecurity and the risks of over-reliance on external vendors. Luigi explores whether outsourcing IT security to numerous vendors enhances protection or inadvertently introduces new vulnerabilities. He emphasizes the importance of designing security processes internally and not just depending on vendor-provided solutions. This discussion also covers the potential financial and strategic drawbacks of vendor dependence, advocating for a balanced approach to cybersecurity that combines internal vigilance with external expertise. Connect with Luigi Ferri for more insights on Enterprise Service Management, IT Service Management, and IT Security on LinkedIn and his website.
In this episode, we answer to:
Are we actually compromising our security by depending too much on cybersecurity vendors?
Does outsourcing cybersecurity to multiple vendors lead to a false sense of security and potential data exposure?
How does vendor lock-in affect our ability to innovate and respond to security threats effectively?
Resources Mentioned in this Episode:
Cloud Security Alliance, article "Mitigating Risks and Optimizing Benefits in Vendor Consolidation", link https://cloudsecurityalliance.org/blog/2023/08/02/mitigating-risks-and-optimizing-benefits-in-vendor-consolidation
ISTARI, article "Managing Cyber Risk Across the Extended Vendor Ecosystem", link https://istari-global.com/insights/spotlight/managing-cyber-risk-across-the-extended-vendor-ecosystem/
Dark Reading, article "Addressing the Cybersecurity Vendor Ecosystem Disconnect", link https://www.darkreading.com/endpoint-security/addressing-the-cybersecurity-vendor-ecosystem-disconnect
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of "The ITSM Practice," Luigi Ferri delves into the transformative potential of Service Integration and Management (SIAM) for enhancing IT service delivery and aligning it with business goals. Luigi explains the SIAM structure and its critical role in managing multiple service providers to ensure seamless service integration. He addresses the challenges and emphasizes the importance of robust governance and advanced technology in crafting a dynamic IT environment.
In this episode, we answer to:
How can you build an effective SIAM operating model that enhances service delivery?
What role does technology play in Service Integration and Management?
What challenges does Service Integration and Management present?
Resources Mentioned in this Episode:
Exalate, article "How to Build an Effective SIAM Operating Model", link https://exalate.com/blog/siam-model/
Oneio, article "What is SIAM in IT service management?", link https://www.oneio.cloud/blog/what-is-siam-in-it-service-management
Scopism, article "What is Service Integration and Management (SIAM)?", link https://www.scopism.com/what-is-service-integration-and-management-siam/
BMC, article "What Is SIAM? Service Integration & Management Explained", link https://www.bmc.com/blogs/service-integration-and-management-siam-for-beginners/
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
Join Stefan Kempter in this informative episode as he shares his extensive experience and insights into optimizing ITIL and Service Management processes. With over 25 years in the field, Stefan emphasizes the importance of simplicity and adaptability in process design, advocating for a streamlined approach that aligns with the ever-evolving business and technological landscapes.
In this episode, we explore:
How have ITIL frameworks evolved, and what can organizations learn from these changes?
The significance of maintaining simplicity in Service Management processes.
Stefan's recommendations for adopting streamlined processes in IT Service Management (YaSM).
Connect with us on:
LinkedIn: Stefan Kempter link https://www.linkedin.com/in/stefankempter/
Website: https://en.it-processmaps.com
LinkedIn: Luigi Ferri link https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
Resources Mentioned in this Episode:
YaSM, ITIL Versions, Service Management Best Practices, Streamlined IT Processes.
And if you want more tips and guidance, follow me, Luigi Ferri, on LinkedIn. I share daily posts about Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this revealing episode of "The ITSM Practice," host Luigi Ferri explores the critical topic of ISO 27001 compliance, specifically addressing the top five non-conformities that organizations often face. From lack of senior management commitment to inadequate incident management and business continuity planning, Luigi provides actionable advice on how to strengthen your Information Security Management System (ISMS) and ensure robust security measures.
In this episode, we answer to:
How can organizations ensure senior management's commitment to ISO 27001?
What are the best practices for managing third-party security controls?
Why is regular security testing crucial for maintaining ISO 27001 compliance?
Resources Mentioned in this Episode:
Isoqar, article "Top 10 non-conformities with ISO 27001", link https://isoqar.com/resources/blog/top-10-nonconformities-with-iso-27001/
NQA, article "Common causes of Non-conformities in ISO 27001", link https://www.nqa.com/en-gb/resources/blog/July-2021/common-non-conformities-in-iso-27001
ISMS Online, article "How to avoid common ISO 27001 internal audit mistakes", link https://www.isms.online/iso-27001/how-to-avoid-common-iso-27001-internal-audit-mistakes/
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this inspiring episode, Pirkko Haver addresses the significant gender disparities in IT Service Management (ITSM) and broader tech roles. She challenges the stereotypes that deter women from entering the field and advocates for a more inclusive IT Environment. Pirkko discusses the essential role of strategic initiatives, like mentorships and workshops, in encouraging young women to pursue careers in ITSM beyond just technical roles.
In this episode, we explore:
Why are women underrepresented in ITSM, and what are the root causes?
How can the IT industry foster a more welcoming environment for women?
Effective strategies and initiatives to attract and retain women in ITSM roles.
Connect with us on:
LinkedIn: Pirkko Haver link https://www.linkedin.com/in/pirkkohaver/
LinkedIn: Luigi Ferri link https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
Resources Mentioned in this Episode:
Gender Diversity in IT, Women in Technology, Career Development in ITSM, Career Development in ITIL
And if you want more tips and guidance, follow me, Luigi Ferri, on LinkedIn. I share daily posts about Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of "The ITSM Practice," Luigi Ferri tackles the top five obstacles in IT Service Management (ITSM) adoption and offers practical solutions to overcome them. From enhancing Knowledge and Training to handling Resistance to Change, streamlining Inefficient Processes, improving Tool Integration, and demonstrating ROI effectively, Luigi provides actionable insights to help organizations fully leverage ITSM. Emphasizing the importance of strategic integration and comprehensive training, this episode is essential for IT professionals aiming to enhance service management and drive business success.
In this episode, we answer to:
How can organizations enhance their team's ability to use ITSM tools strategically?
What are effective strategies for managing resistance to change in ITSM implementations?
How can ITSM tools be integrated seamlessly with existing systems to avoid inefficiencies?
Resources Mentioned in this Episode:
ITDEVTECH, article "Common Challenges In ITSM Processes And Their Solutions", link https://itdevtech.com/blog/challenges-in-itsm-process/
ITSM Tools Blog, article "What are The Common Challenges in ITSM Processes and Their Solutions", link https://itsm.tools/itsm-challenges/
Desk Director, article "4 Common ITSM Challenges", link https://www.deskdirector.com/dd-blog/4-common-itsm-problems
Panlearn, article "Challenges in ITSM Adoption", link https://www.panlearn.com/articles/it-service-and-architecture/challenges-in-itsm-adoption
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this enlightening podcast episode, Adrian Bunea delves into Service-Level Agreements (SLAs) and the pervasive issue known as the Watermelon Effect. Adrian explains how SLAs, while crucial for tracking service performance, often paint a misleading picture of user satisfaction and operational success. He unpacks the dangers of this phenomenon, where metrics may appear satisfactory externally but fail to reflect the underlying issues, likening it to a watermelon—green on the outside but red on the inside.
In this episode, we explore:
What is the Watermelon Effect, and why is it a critical concern in Service Management?
How do SLAs contribute to this deceptive scenario, and what can organizations do to mitigate its impact?
Practical strategies to align service performance metrics with real user experiences.
Connect with us on:
LinkedIn: Adrian Bunea link https://www.linkedin.com/in/adrianbunea/
Website: http://www.itholding.ro
LinkedIn: Luigi Ferri link https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
Resources Mentioned in this Episode:
ITIL, Service-Level Agreements, Watermelon Effect, Performance Metrics, User Experience.
And if you want more tips and guidance, follow me, Luigi Ferri, on LinkedIn. I share daily posts about Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In today's episode of "The ITSM Practice," Luigi Ferri tackles the significant issue of Chief Information Security Officers (CISOs) being unfairly scapegoated following security breaches. By examining the roles of unclear regulations, unrealistic expectations, high role visibility, and a blame-centric culture, this discussion sheds light on why CISOs often bear the brunt of criticism and how these factors contribute to their high turnover rates. Insights from industry studies underscore the challenges CISOs face, emphasizing the need for realistic expectations and shared responsibilities in cybersecurity.
In this episode, we answer to:
Why are CISOs often viewed as scapegoats in the corporate world?
What are the main challenges CISOs face with current cybersecurity regulations and expectations?
How can organizations support CISOs to improve cybersecurity practices and reduce unfair blame?
Resources Mentioned in this Episode:
RSAC, article "How CISOs Should Protect Themselves Against Indictments", link https://www.infosecurity-magazine.com/news/ciso-should-protect-indictments/
F5, article "Could A Data Breach Land Your CISO In Prison?", link https://www.f5.com/labs/articles/cisotociso/could-a-data-breach-land-your-ciso-in-prison
CSO Online, article "Some strategies for CISOs freaked out by the specter of federal indictments", link https://www.csoonline.com/article/2099763/some-strategies-for-cisos-freaked-out-by-the-specter-of-federal-indictments.html
IBM Security, article "Cost of Data Breach Report 2023", link https://www.ibm.com/reports/data-breach
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of 'The ITSM Practice,' host Luigi Ferri delves into the intricacies of TOGAF, The Open Group Architecture Framework. Luigi evaluates whether TOGAF remains a vital blueprint for architects seeking to enhance business efficiency or if it's become an overly complex framework. The episode explores TOGAF’s benefits in aligning IT architecture with business strategies and discusses its structured yet potentially rigid methodology that might challenge smaller organizations. Tune in to understand TOGAF's relevance and strategic implementation in modern enterprise architecture.
In this episode, we answer to:
Is TOGAF® truly the architect’s blueprint for business efficiency or merely another complicated framework?
What are the advantages and challenges of implementing TOGAF in agile IT environments?
How does TOGAF align IT architecture with business strategies, and what are the risks of its improper implementation?
Resources Mentioned in this Episode:
Simplilearn, article "Navigating ITIL vs TOGAF: Optimal Frameworks in 2024", link https://www.simplilearn.com/itil-vs-togaf-article
CIO.com, article "What’s new in TOGAF 10?", link https://www.cio.com/article/400374/whats-new-in-togaf-10.html
Dice, article "Is TOGAF Certification Worth It?", link https://www.dice.com/career-advice/togaf-certification-worth
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of "The ITSM Practice," host Luigi Ferri delves into the effectiveness of social engineering tactics and the critical oversights that heighten organizational vulnerability. Luigi emphasizes the importance of comprehensive training and developing a robust security culture within businesses to combat these psychological manipulations effectively. He illustrates how attackers exploit trust and curiosity, often leading to significant security breaches, and underscores the necessity for more than just technological defenses.
In this episode, we answer to:
How do social engineering attackers exploit human psychology to infiltrate organizations?
Why is comprehensive cybersecurity training crucial in preventing social engineering attacks?
What are the common mistakes in incident response plans that exacerbate the impact of social engineering breaches?
Resources Mentioned in this Episode:
PECB, article "Social Engineering and Risk from Cyber-Attacks", link https://pecb.com/article/social-engineering-and-risk-from-cyber-attacks
ENISA, article "What is "Social Engineering"?", link https://www.enisa.europa.eu/topics/incident-response/glossary/what-is-social-engineering
IBM, article "What is social engineering?", link https://www.ibm.com/topics/social-engineering
CISCO, article "What Is Social Engineering?", link https://www.cisco.com/c/en/us/products/security/what-is-social-engineering.html
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this informative episode of "The ITSM Practice," hosted by Luigi Ferri, we delve into the NIS 2 Directive's influence from a customer's standpoint. We explore how this directive serves as a shield against cyber threats by enforcing enhanced security measures, standardizing incident reporting, and ensuring supply chain transparency. However, we also consider the potential burdens, including increased costs and complex implementation challenges, which could affect service quality and customer experiences. Join Luigi as he unpacks the pros and cons of this crucial cybersecurity regulation.
In this episode, we answer to:
How does the NIS 2 Directive impact customers from their viewpoint?
What are the potential drawbacks of the NIS 2 Directive from a customer perspective?
Is the NIS 2 Directive a necessary safeguard or an undue burden for customers?
Resources Mentioned in this Episode:
PECB, article "A Comprehensive Guide: Understanding the NIS 2 Directive", link https://pecb.com/article/a-comprehensive-guide-understanding-the-nis-2-directive
IT Governance UK, article "The NIS 2 Directive – What you need to know”, link https://www.itgovernance.eu/en-ie/green-papers/nis2-directive-what-you-need-to-know-ie
DeepBlue Security & Intelligence, article "NIS2 Directive: What does it mean for your organization?", Link https://www.linkedin.com/pulse/nis2-directive-what-does-mean-your-organization-ka7ke/
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this podcast episode, David Barrow discusses the transformative impact of establishing value-focused communities of practice (CoPs) within organizations. These communities enhance service management and foster career development and mentoring, particularly for marginalized groups. The episode highlights how CoPs break down silos and align digital and enterprise teams to co-create value, thus boosting service quality and customer satisfaction.
For the book reference: An Education in Service Management, is available on Amazon, link https://rb.gy/xxeh2s
In this episode, we answer to:
What benefits do value-focused communities of practice offer to service management?
How do these communities align organizational strategy with digital service delivery?
What role do continuous feedback loops play in the success of these communities?
Connect with us on:
LinkedIn: David Barrow link https://www.linkedin.com/in/solsevenstudio/
Website: https://www.solsevenstudio.com/
LinkedIn: Luigi Ferri link https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
Resources Mentioned in this Episode:
Community of Practice, Digital Service Quality, Value Creation, Continuous Improvement, Stakeholder Engagement.
And if you want more tips and guidance, follow me, Luigi Ferri, on LinkedIn. I share daily posts about Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In today's episode of "The ITSM Practice" we delve into ITIL 4 Problem Management, discussing its essential role in preventing IT Incidents and minimizing their impacts. We explore how Problem Management not only enhances service reliability and stability but also contributes to cost efficiency and a culture of continuous improvement within IT teams.
In this episode, we answer to:
How does ITIL 4 Problem Management prevent incidents?
Why is Problem Management crucial during times of significant transformation?
What are the common misconceptions about Problem Management?
Resources Mentioned in this Episode: ITIL 4, Incident Management Process, Problem Management Process, Service Reliability, Continuous Improvement, IT Service Stability.
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of the ITSM Practice Podcast, David Barrow explores the crucial role of communication in service management. Emphasizing the significant impact of effective communication strategies, the discussion delves into collaborative practices, transparency, and building trust within an organization. Insights from personal experiences highlight the necessity of communication in enhancing service management, driving towards value-focused outcomes, and ensuring successful stakeholder engagement.
For the book reference: An Education in Service Management, is available on Amazon, link https://rb.gy/xxeh2s
In this episode, we answer to:
How does effective communication influence service management success?
What are the key components of a strong communication plan in managing digital services?
How can service management professionals utilize communication to build trust and transparency across an enterprise?
Connect with us on:
LinkedIn: David Barrow link https://www.linkedin.com/in/solsevenstudio/
Website: https://www.solsevenstudio.com/
LinkedIn: Luigi Ferri link https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
Resources Mentioned in this Episode:
Effective communication strategies, Collaborative practices, Stakeholder engagement, Trust-building in enterprise environments.
And if you want more tips and guidance, follow me, Luigi Ferri, on LinkedIn. I share daily posts about Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In today's episode of "The ITSM Practice," host Luigi Ferri delves into ITIL 4 and its transformative impact on Project Management. Luigi explores how ITIL 4 integrates strategic elements into IT Projects, ensuring they are not only about outputs but about valuable outcomes. Through key areas like Value Streams, Organizations, and Technology, the framework promotes enhanced service value, proactive management, and strategic alignments. ITIL 4's blend with Agile methodologies is also examined, highlighting its role in maintaining flexibility while ensuring structured governance.
In this episode, we answer to:
How does ITIL 4 integrate Project Management into the IT Service Value Chain?
Does the structured approach of ITIL 4 stifle innovation, or enhance it?
How can Agile methodologies be integrated within ITIL 4 to maintain rapid innovation?
Resources Mentioned in this Episode:
Giva, article "Agile vs. ITIL: How Do They Fit Together? Or Do They?", link https://www.givainc.com/blog/how-do-agile-and-itil-fit-together/
Atlassian, article "A practical guide to ITIL 4 in an age of agile", https://www.atlassian.com/whitepapers/itil4
PeopleCert, article "Combining ITIL 4 and Agile best practices for customer focus", link https://www.axelos.com/resource-hub/blog/combining_itil4_agile_best_practices_customer_focus
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In the latest ITSM Practice Podcast episode, David Barrow delves into the transformative potential of broadening the scope of service management beyond traditional IT confines. Emphasizing its pivotal role in digital transformation, the discussion highlights how service management ensures agile, reliable services that enhance customer experiences and drive business success. Advocating for a rebrand to simply "service management," the episode explores its strategic impact on organizations and its appeal as a dynamic career path in the digital age.
For the book reference: An Education in Service Management, is available on Amazon, link https://rb.gy/xxeh2s
In this episode, we answer to:
Should we consider removing "IT" from IT service management to broaden its scope?
How can service management enhance digital experiences and customer satisfaction?
What are the risks and rewards of rebranding ITSM as broader service management?
Connect with us on:
LinkedIn: David Barrow link https://www.linkedin.com/in/solsevenstudio/
Website: https://www.solsevenstudio.com/
LinkedIn: Luigi Ferri link https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
Resources Mentioned in this Episode: Digital Transformation, Agile Service Delivery, Customer Experience, Operational Excellence, Risk Management.
And if you want more tips and guidance, follow me, Luigi Ferri, on LinkedIn. I share daily posts about Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In today's episode of 'The ITSM Practice', Luigi Ferri delves into how ITIL 4 and Organizational Change Management (OCM) can significantly enhance business adaptation in the digital age. The discussion includes a detailed examination of how these frameworks work together to manage IT Services and the human aspects of change, ensuring sustainable and effective business transformations. Learn key strategies for overcoming resistance and driving success in organizational changes.
In this episode, we answer to:
What exactly are Organizational Change Management and ITIL 4 Change Management, and how do they intertwine?
Why is it beneficial to combine ITIL 4 with Organizational Change Management?
How can resistance to change be effectively managed and overcome?
Resources Mentioned in this Episode:
PeopleCert, article "ITIL 4 Organizational Change Management: bringing people on the journey", link https://www.axelos.com/resource-hub/blog/itil4_organizational_change_management_bringing_people_journey
ITSM Tools, article "Organizational Change Management – An Overview", link https://itsm.tools/overview-of-organizational-change-management/
PeopleCert, article "ITIL Practitioner: Organizational Change Management", link https://www.axelos.com/resource-hub/blog/itil-practitioner-organizational-change-management
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode, Mark Smalley, also known as the Ancient IT Philosopher, dissects the business value of IT, illustrating how IT investments impact business models and performance through four analytical steps. Highlighting the shift from on-premise to cloud services, the discussion emphasizes enhancing operational speed and resilience, and reducing costs. The speech also delves into IT's role in achieving broader business objectives, such as sustainable development and improved customer satisfaction, using practical examples to demonstrate IT’s real-world benefits.
For the book reference: 'Are you digitally "done"? Why you should know and care about IT service,' is available on Amazon, link https://rb.gy/rlehg5
In this episode, we answer to:
How do IT investments affect the business model and its performance?
In what ways can IT enhance operational resilience and efficiency?
How can IT contribute to achieving broader business objectives like sustainable development?
Connect with us on:
LinkedIn: Mark Smalley link https://www.linkedin.com/in/marksmalley/
Website: Smalley.IT
LinkedIn: Luigi Ferri link https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
Resources Mentioned in this Episode:
Business model, operational resilience, cloud migration, sustainable development, IT investments, utility and warranty of IT systems.
And if you want more tips and guidance, follow me, Luigi Ferri, on LinkedIn. I share daily posts about Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of 'The ITSM Practice' podcast, Luigi Ferri delves into the critical aspects of Secure Software Development Lifecycle (SSDLC), highlighting the shift from traditional SDLC to Security-by-Design. Through expert insights, the discussion covers the integration of security at every development phase, the role of third-party risk assessments, and the benefits of frameworks like NIST SSDF. The episode also emphasizes the necessity of cultural change within organizations to prioritize security in software development, offering practical advice for enhancing security postures against sophisticated threats.
In this episode, we answer to:
How critical is the importance of the Secure Software Development Lifecycle in today's tech-driven environment?
What steps can organizations take to evolve from Traditional SDLC to Security-by-Design?
How can organizations manage risks associated with third-party components in software development?
Resources Mentioned in this Episode:
Snyk, article "Secure Software Development Lifecycle (SSDLC)". link https://snyk.io/learn/secure-sdlc/
Hackerone, article "What Is the SSDLC (Secure Software Development Life Cycle)?", link https://www.hackerone.com/knowledge-center/what-ssdlc-secure-software-development-life-cycle
Synopsys, article "Secure SDLC", link https://www.synopsys.com/blogs/software-security/secure-sdlc.html
Vulcan, article "SDLC and secure coding practices: the ultimate guide for 2024", link https://vulcan.io/blog/secure-sdlc-best-practices/
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In today's episode of 'The ITSM Practice,' hosted by Luigi Ferri, we delve into the critical aspects of Major Incident Management within IT Service Management (ITSM). This episode explores how ITIL practices can streamline processes to mitigate business risks and enhance operational efficiency. The discussion covers prioritizing Incidents, essential considerations during a crisis, the distinct roles in Incident Management, and the importance of strategic communication and Post-Incident reviews.
In this episode, we answer to:
How can ITIL practices streamline your Major Incident Management process?
What are the essential considerations in Major Incident Management?
How do Incident and Problem Management differ?
Resources Mentioned in this Episode:
PeopleCert, article "How to plan for major incidents in ITSM", link https://www.axelos.com/resource-hub/blog/how-to-plan-for-major-incidents-in-itsm
Atlassian, article "Incident management for high-velocity teams", link https://www.atlassian.com/incident-management/itsm/major-incident-management
Advisera, article "Major Incident Management – when the going gets tough…", link https://advisera.com/20000academy/knowledgebase/major-incident-management-going-gets-tough/
ITSM Professor, article "Examples of Major Incident Criteria", link https://www.itsmprofessor.net/2010/08/examples-of-major-incident-criteria.html
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
Jeffrey T. Fertiller explores the significant cost advantages of chatbots over traditional service desks in this fourth episode, referencing a Gartner study highlighting the drastic difference in costs between service desk interactions and self-service methods. He delves into the challenges of inadequate knowledge management behind chatbots, emphasizing the need for updated and accurate information to enhance user experience and reduce frustration.
In this episode, we answer to:
Why are chatbots becoming a preferred solution for organizations?
How does poor knowledge management impact the effectiveness of chatbots and self-service portals?
What can leaders do to improve the user experience with automated services?
Connect with us on:
LinkedIn: Jeffrey Tefertiller link https://www.linkedin.com/in/jeffreytefertiller/
Website: http://www.servicemanagement.us
LinkedIn: Luigi Ferri link https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
Resources Mentioned in this Episode:
Chatbots, Knowledge Management, User Experience, Cost Efficiency in IT Services.
And if you want more tips and guidance, follow me, Luigi Ferri, on LinkedIn. I share daily posts about Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of The ITSM Practice Podcast, Luigi Ferri explores the critical importance of integrating ISO 27001 standards into your organization's onboarding and offboarding processes. He details how these standards bolster security and efficiency, focusing on vital elements like awareness training, access control, and operational controls. Key steps for a secure offboarding process are also discussed, including asset retrieval, access revocation, and conducting exit interviews. This approach not only protects against information security threats but also fosters a culture of continuous improvement and accountability in Enterprise Service Management.
In this episode, we answer to:
How can ISO 27001 onboarding and offboarding tactics secure your organization?
What are the essential elements to consider when setting up an effective onboarding process in terms of security and operational efficiency?
What key steps should be taken to ensure a secure and comprehensive offboarding process for departing employees?
Resources Mentioned in this Episode:
ISO/IEC 27001 Onboarding
Awareness and Training (Clause 7.2, A.7.2.2)
Access Control (Clause 9, A.9.1.1, A.9.2.2)
Operational Controls (Clause 12, A.12.4.1)
ISO/IEC 27001 Offboarding
Return of Assets (A.8.1.4)
Access Revocation (A.9.2.6)
Exit Interviews (A.7.3.1)
Documentation and Records (Clause 7.5, A.7.1.2)
Audit and Review (Clause 9.2, A.18.2.2)
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
Jeffrey Tefertiller addresses the challenge leaders face in balancing urgent tasks with strategic thinking in his latest podcast episode. He advocates for scheduling regular intervals for deep thinking and strategic planning, emphasizing the importance of disconnecting from daily urgencies. Jeffrey shares practical tips on maintaining focus on long-term goals by engaging proactively with stakeholders and team members, fostering improvement plans, and building meaningful relationships.
In this episode, we answer to:
How can leaders find time for strategic thinking amidst daily urgencies?
What role does proactive communication with stakeholders play in strategic planning?
Why is it important to focus on building relationships with stakeholders and teams?
Connect with us on:
LinkedIn: Jeffrey Tefertiller link https://www.linkedin.com/in/jeffreytefertiller/
Website: http://www.servicemanagement.us
LinkedIn: Luigi Ferri link https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
Resources Mentioned in this Episode:
Strategic Thinking, Stakeholder Engagement, Leadership Development, Team Improvement Plans.
And if you want more tips and guidance, follow me, Luigi Ferri, on LinkedIn. I share daily posts about Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of The ITSM Practice Podcast, Luigi Ferri delves into the nuances of Asset Management, highlighting its critical role in enhancing organizational efficiency and achieving strategic objectives. Luigi explains how ISO 55000 defines an asset and outlines the benefits and life cycle of effective asset management, supported by ISO 55001 standards. Discover key strategies for optimizing asset utilization, ensuring compliance, and promoting sustainability within your organization.
In this episode, we answer to:
What does ISO 55000 define as an "asset"?
How can effective asset management benefit an organization?
What are the key stages of the Asset Management Life Cycle?
Resources Mentioned in this Episode:
PECB, article "4 Key Stages of Asset Management Life Cycle", link https://pecb.com/article/4-key-stages-of-asset-management-life-cycle-
Comparesoft, article "What You Need to Know About ISO 55001 Before Considering an Asset Management System", link https://comparesoft.com/asset-management-software/iso-55001/
SAI Global, article "ISO 55001 Asset Management Systems", link https://saiassurance.com.au/iso-55001/
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this insightful podcast episode, Jeffrey Tefertiller explores the critical role of people in creating value through well-executed processes in both IT and non-IT sectors. He emphasizes the importance of standardized processes and how they are enhanced by tools and vendor partners. Jeffrey highlights the consumer's perspective as the ultimate judge of value and discusses the need for continuous alignment with stakeholders' evolving needs. Key topics include leveraging automation, artificial intelligence, and machine learning to boost Service Delivery effectiveness.
In this episode, we answer to:
How do standardized processes contribute to value creation in organizations?
What role do consumer perspectives play in evaluating the effectiveness of Service Delivery?
Why is alignment with stakeholders crucial for successful Service Management?
Connect with us on:
LinkedIn: Jeffrey Tefertiller link https://www.linkedin.com/in/jeffreytefertiller/
Website: http://www.servicemanagement.us
LinkedIn: Luigi Ferri link https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
Resources Mentioned in this Episode:
Enterprise Service Management, IT Service Management, IT Security, Automation, Artificial Intelligence, Machine Learning.
And if you want more tips and guidance, follow me, Luigi Ferri, on LinkedIn. I share daily posts about Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this thought-provoking podcast episode, Jeffrey Tefertiller addresses the critical challenges and inefficiencies in IT Service Delivery that many organizations face today. Emphasizing the need for a new Service Delivery Model, Jeffrey discusses the importance of aligning the right people with the right roles and rethinking operational strategies to enhance service quality and performance. Key issues such as technological complexity, outsourcing, and frequent outages at major companies like Meta and AT&T highlight the urgent need for improvement in how services are delivered to both internal and external customers.
In this episode, we answer to:
Why is the current model of IT Service Delivery failing organizations?
How do recent technology outages reflect broader issues in Service Delivery?
What does Service Delivery excellence look like in different organizations?
Connect with us on:
LinkedIn: Jeffrey Tefertiller link https://www.linkedin.com/in/jeffreytefertiller/
Website: http://www.servicemanagement.us
LinkedIn: Luigi Ferri link https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
Resources Mentioned in this Episode:
IT Service Delivery, Change Management, Technology Outages, Service Delivery Model, Operational Excellence, IT Outsourcing.
And if you want more tips and guidance, follow me, Luigi Ferri, on LinkedIn. I share daily posts about Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of The ITSM Practice Podcast, host Luigi Ferri delves into the vital aspect of Return on Investment (ROI) in ITIL, emphasizing its importance in evaluating the financial efficiency of ITIL initiatives. The episode covers key concepts such as ROI calculation in ITIL, tangible and intangible benefits of ITIL implementation, and the critical role of Service Level Management in enhancing customer relations. Luigi also explores practical examples demonstrating how ITIL can significantly improve ROI through time savings, cost reduction with self-service solutions, and prioritizing innovation over support. Additionally, the discussion touches on incorporating ITIL's guiding principles for organizational improvement and the significance of cultivating a culture of continual improvement. Luigi cautions against overlooking ROI, pointing out the potential for misallocated resources and initiatives with minimal returns, and highlights the pros and cons of focusing on ROI in ITIL implementation.
In this episode, we answer to:
What is the essence of ROI Calculation in ITIL?
How can ITIL's guiding principles be incorporated to enhance ROI?
With the difficulty in quantifying intangible benefits, could we risk underestimating ITIL's true value in our organization?
Resources Mentioned in this Episode:
TechBeacon, article "How ROI can transform your service management into a profit center", link https://techbeacon.com/enterprise-it/how-roi-can-transform-your-service-management-profit-center
Security Boulevard, article "Service Management’s Value – the ROI of ITSM", link https://securityboulevard.com/2022/05/service-managements-value-the-roi-of-itsm/
Apex 365 Tech, article "How to Measure ROI of Managed IT Services?", link https://apex365.ca/how-to-measure-roi-of-managed-it-services/
Doug Tedder, article "What’s The ROI of Service Management?", link https://www.dougtedder.com/2021/11/22/roi-of-service-management/
SysAid, article "What’s the ROI of ITIL?", link https://www.sysaid.com/blog/itil/whats-the-roi-of-itil
Advisera, article "Is it possible to calculate ROI for ITIL?", link https://advisera.com/20000academy/blog/2016/09/13/is-it-possible-to-calculate-roi-for-itil/
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
Explore the critical aspects of threat modeling in this engaging episode of the ITSM Practice podcast with Luigi Ferri. Discover the significance of proactive security measures, the types of threats including Accidental, Tradeoff, and Inherent Threats, and how they're addressed through comprehensive strategies. Learn about the operations involved in Threat Modeling, its importance in today's cybersecurity landscape, and the collaborative effort required for effective implementation. Dive deep into the benefits, challenges, and detailed steps of threat modeling, underlining its pivotal role in securing digital infrastructures.
In this episode, we answer to:
Why is security Threat Modeling critically important?
What are the advantages of a Threat Model?
How does threat modeling become a collaborative effort?
Resources Mentioned in this Episode:
Adam Shostak, whitepaper "Inherent Threats", link https://www.linkedin.com/in/shostack/ or https://shostack.org/about/adam
Synopsys, article "Threat Modeling", link https://www.synopsys.com/glossary/what-is-threat-modeling.html#:~:text=Threat%20modeling%20is%20a%20structured,An%20abstraction%20of%20the%20system
OWASP, article "Threat Modeling Process", link https://owasp.org/www-community/Threat_Modeling_Process
Microsoft, article "Threat Modeling", link https://www.microsoft.com/en-us/securityengineering/sdl/threatmodeling
Threat Modeling Manifesto, link https://www.threatmodelingmanifesto.org/
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of the ITSM Practice podcast, Luigi Ferri delves into the critical distinctions between Risk Appetite and Risk Tolerance, emphasizing their pivotal roles in strategic decision-making. Luigi meticulously explains how these concepts guide organizations in navigating their journey towards achieving strategic goals while balancing potential risks and rewards. Featuring nuanced examples and authoritative explanations, this episode offers valuable perspectives for leaders dedicated to refining their Risk Management strategies.
In this episode, we answer to:
What is the difference between Risk Appetite and Risk Tolerance?
How do Risk Tolerance and Appetite levels influence organizational decision-making?
What factors drive an organization's willingness to take Risks?
Resources Mentioned in this Episode:
PECB, article "What Is Risk Tolerance, Why Is It Important, and How to Determine It?", link https://pecb.com/article/what-is-risk-tolerance-why-is-it-important-and-how-to-determine-it
Professional Certifications, article "Risk Appetite vs. Risk Tolerance", link https://learn31000.com/risk-appetitive-vs-risk-tolerance/
Splunk, article "Risk Tolerance vs. Risk Appetite Explained", link https://www.splunk.com/en_us/blog/learn/risk-tolerance-vs-risk-appetite.html
ISACA, article "Risk Appetite vs. Risk Tolerance: What is the Difference?", link https://www.isaca.org/resources/news-and-trends/isaca-now-blog/2022/risk-appetite-vs-risk-tolerance-what-is-the-difference
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this ITSM Practice podcast episode, Luigi Ferri dives into the challenges and solutions for managing IT Security Programs with suppliers. Highlighting the importance of establishing a comprehensive IT Security Governance Team and aligning security objectives with suppliers, the episode addresses common issues such as cybersecurity culture, priority mismanagement, organizational buy-in, and resource constraints. Luigi emphasizes the strategic approach to IT Security, advocating for clarity, efficiency, and effective risk management through program management.
In this episode, we answer to:
What is a common IT Security Program issue with suppliers?
How can organizations and suppliers work together to enhance IT Security?
What are the major obstacles in implementing effective IT Security measures?
Resources Mentioned in this Episode:
Project Manager website, article "Project vs. Program Management: Key Differences and Similarities", link https://www.projectmanager.com/blog/whats-the-difference-between-a-project-and-a-program
CyberTalk, article "The short guide to why security programs can fail", link https://www.cybertalk.org/2021/09/23/the-short-guide-to-why-security-programs-often-fail/
Triaxion Security, article "Why Security Programs Fail", link https://www.triaxiomsecurity.com/why-security-programs-fail/
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of "The ITSM Practice" podcast, Luigi Ferri delves into the complexities of Configuration Management Systems (CMS) and Configuration Management Databases (CMDB), crucial for SMEs. With an emphasis on practical approaches and the significance of continuous improvement, this episode is a must-listen for ITSM and IT Security professionals aiming to enhance their IT Service Management and Security Practices.
In this episode, we answer to:
How can we incorporate a detailed phased implementation strategy for CMS and CMDB?
What are the benefits of Configuration Management in IT Service Management?
What are the key pros and cons of automation in IT Service Management and Operations?
Resources Mentioned in this Episode:
PeopleCert / Axelos, book “Service configuration management: ITIL 4 Practice Guide.”, link https://my.axelos.com/resource-hub/practice/service-configuration-management-itil-4-practice-guide
ServiceNow, article “Configuration Management Database (CMDB).”, link https://www.servicenow.com/products/servicenow-platform/configuration-management-database.html
Atlassian, article “What is a configuration management database (CMDB)?”, link https://www.atlassian.com/itsm/it-asset-management/cmdb
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of "The ITSM Practice Podcast," Luigi Ferri delves into the crucial aspect of selecting the right ITSM tool, highlighting the importance of aligning technology with your organization's process maturity. This episode is a must-listen for ITSM and IT Security professionals aiming to elevate their operational efficiency and strategic goals.
In this episode, we answer to:
Why is process maturity valued beyond features in understanding tool selection?
What are the key considerations for making a sophisticated tool selection?
How can process maturity be leveraged in ITSM implementation according to the practical guide to excellence?
Resources Mentioned in this Episode:
Process Maps, article “ITIL Processes.”, link https://wiki.en.it-processmaps.com/index.php/ITIL_Processes
BMC Software, article “How to Choose ITSM Tools”, link https://www.bmc.com/blogs/itsm-tools/
TechBeacon, article “How to choose an IT Service Management tool.”, link https://techbeacon.com/enterprise-it/how-choose-it-service-management-tool
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of The ITSM Practice Podcast, we dive deep into the essence of Disaster Recovery in IT, emphasizing its significance in ensuring business continuity amidst adversities like cyber-attacks, natural disasters, or human errors. Luigi outlines a comprehensive guide to constructing a resilient Disaster Recovery plan, highlighting the importance of understanding potential threats, identifying critical assets, and establishing clear recovery objectives.
In this episode, we answer to:
What are the essential components of a Disaster Recovery plan?
How do different Disaster Recovery options like DRaaS and Hot Sites benefit businesses?
Why is regular testing crucial for the effectiveness of a Disaster Recovery plan?
Resources Mentioned in this Episode:
LogicMonitor, article “IT Outage Impact Study.”, link https://www.logicmonitor.com/resource/outage-impact-survey
Uptime Insitute, article “Uptime Institute’s 2022 Outage Analysis Finds Downtime Costs and Consequences Worsening as Industry Efforts to Curb Outage Frequency Fall Short.” link https://www.businesswire.com/news/home/20220608005265/en/Uptime-Institute%E2%80%99s-2022-Outage-Analysis-Finds-Downtime-Costs-and-Consequences-Worsening-as-Industry-Efforts-to-Curb-Outage-Frequency-Fall-Short
Invenio IT, article “Avoid Downtime With Our Guide to IT Disaster Recovery Management.”, link https://invenioit.com/continuity/disaster-recovery-management/#
Connect with me on:
LinkedIn: https://www.linkedin.com/in/t”heitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
Explore the dual nature of AI in IT Security as both a risk and an opportunity in this episode of "The ITSM Practice" podcast with Luigi Ferri. Dive into AI's transformative role in automating tasks, enhancing threat detection, and decision-making, while also tackling challenges like the 'Black Box' issue and integration complexities. Learn about strategic AI integration, the importance of data quality, and the future of AI in cybersecurity, including its role in NATO's security strategies.
In this episode, we answer to:
How can we balance the ethical use of AI in cybersecurity with its advancement?
What strategies are crucial for organizations to integrate AI seamlessly into their existing security frameworks?
As AI evolves, how will it reshape the roles and responsibilities within the cybersecurity sphere?
Resources Mentioned in this Episode:
NATO, article “NATO starts work on Artificial Intelligence certification standard.” link https://www.nato.int/cps/en/natohq/news_211498.htm
Connect with me on:
LinkedIn: https://www.linkedin.com/in/t”heitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
Luigi Ferri explores Business Relationship Management (BRM) in "The ITSM Practice Podcast," highlighting its importance in aligning IT with business goals, transforming IT into a key business partner. BRM manages and improves relationships, fostering trust and collaboration. The discussion covers technology's role, risks of poor BRM, and the value of a culture promoting training and development.
In this episode, we answer to:
What is the purpose and objectives of Business Relationship Management (BRM)?
How does governance and policy setting in BRM ensure alignment with organizational strategy?
How does technology facilitate BRM in aligning IT services with business needs?
Resources Mentioned in this Episode:
Business Relationship Management Institute, article “How Many Business Relationship Managers Should You Have?” link https://brm.institute/how-many-business-relationship-managers-should-you-have/
PeopleCert, article “Business Relationship Manager”, link https://www.peoplecert.org/advance-your-career/it-service-management/business-relationship-manager
Connect with me on:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
Join Luigi Ferri on "The ITSM Practice" as he explores the significance of a Service Catalogue in IT Service Management. This episode sheds light on the role of a Service Catalogue beyond just listing services, emphasizing its importance in transparency and operational clarity for customers. Luigi discusses the key components like the Service Portfolio and Service Catalogue Views, their advantages in enhancing clarity and decision-making, and the challenges such as complexity in management and technology dependence. The discussion also touches on the integration of the Service Catalogue with ITSM processes, the roles involved, and the importance of keeping it relevant and user-friendly. Tune in for insightful reflections on how a well-structured Service Catalogue aligns IT Services with business goals, and join the conversation on LinkedIn to share your experiences in Service Catalogue Management.
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this enlightening episode of "The ITSM Practice," host Luigi Ferri unpacks the concept of 'Security by Design' and its fundamental principles. Luigi explains that 'Security by Design' is an approach where security is embedded as a foundational element from the beginning of the IT system development and management process, rather than being an afterthought. The episode dives into the core principles that underpin this approach, including Defense in Depth, Secure by Default, Least Privilege, Separation of Duties, Minimizing Attack Surface, Complete Mediation, Open Design, Isolated Compartments, Evidence Production, and Application Coding Best Practices. Luigi emphasizes that integrating these principles into ITSM is not just a technical endeavor but also involves fostering a culture where IT Security is prioritized at every stage of Service Design and Implementation. The discussion culminates with the importance of adopting a mindset where IT Security is an integral part of every IT Process and decision-making activity, highlighting its role in building a secure, resilient foundation for IT Services that are aligned with business goals and capable of countering evolving digital threats. Tune in for an in-depth exploration of 'Security by Design' and its significance in today's digital landscape, and join Luigi on LinkedIn for further insights into adapting IT Practices for enhanced IT Security.
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this informative episode of "The ITSM Practice," host Luigi Ferri delves into the critical process of determining the appropriate IT Security Policy for businesses. The discussion begins with an examination of the vital role of security policies, including guiding technical controls, setting clear expectations for employees, fulfilling regulatory and compliance requirements, and improving organizational efficiency. Luigi then explores various types of IT security policies, such as Program or Organizational Policy, Acceptable Use, Remote Access, Data Security, and Firewall Policies. The episode further outlines a structured approach to selecting the right policy, emphasizing the importance of assessing business needs, evaluating current security postures, understanding objectives, and considering risk factors. Luigi highlights the essential components of constructing an effective policy, ensuring it aligns with the organization's risk appetite and is supported by senior management. Concluding with an invitation for further discussion on LinkedIn, this episode is a must-listen for those seeking to align their IT Security Policy with business goals and culture effectively.
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this insightful episode of "The ITSM Practice," Luigi Ferri addresses a crucial question for today's digital age: the necessity of an ITIL Change Management Process in businesses of all sizes. Through a detailed exploration, Luigi clarifies what 'change' means in the ITIL context and breaks down its key components, including Change Control Practice and Change Model. The episode emphasizes the guiding principles of ITIL 4, such as simplicity, stakeholder collaboration, and a customer-centric approach. Luigi dispels common misconceptions about change management, highlighting its importance across all departments for aligning with overall business goals. This episode is an essential listen for any organization aiming to foster a culture of agility and continuous improvement, underscoring the critical role of effective change management in ensuring operational success. Join Luigi for a comprehensive discussion on adapting to and thriving amidst constant change.
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
Join Luigi Ferri in this edition of "The ITSM Practice" for a comprehensive exploration of ITIL adoption in large organizations. This episode delves into the systematic process management consultants follow, from aligning with executive strategies to the tangible application of ITIL practices. We discuss the significance of each step, including service definition, role assignment within ITIL frameworks, gap analysis, and meticulous process planning. This episode provides an informative perspective on the strategic implementation of ITIL, emphasizing its role in enhancing IT Service Management and aligning with business objectives. Engage with us on this journey of ITIL integration in the realm of professional ITSM.
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this insightful episode of "The ITSM Practice," I, Luigi Ferri, guide you through the complexities and opportunities of service provision within ITIL 4. We'll explore how it impacts IT services, discussing its essential role, benefits, and the inherent challenges. Topics include resource optimization, enhancing user experiences, fulfilling service agreements, and the imperative of continuous improvement. However, we also tackle the challenges such as management complexity, cost factors, and the balancing act of resource availability. This episode is a comprehensive look at service provision in ITIL 4, offering insights into effectively managing services while navigating its challenges. Join the discussion on LinkedIn to share your experiences and strategies in ITSM. Tune in for a thought-provoking session on elevating your IT service management practices.
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of 'The ITSM Practice', I, Luigi Ferri, delve into the 'Value Streams and Processes' dimension of ITIL 4. This critical aspect focuses on streamlining and optimizing organizational processes to create and deliver value efficiently. We explore the advantages, such as improved productivity and workflow clarity, alongside the challenges of managing complex processes and the risk of inefficiency. I invite listeners to share their experiences and insights on optimizing these elements in ITSM, and to join the conversation on LinkedIn. This episode emphasizes the importance of continuously enhancing value flow in ITIL, a key to success in IT Service Management. Join me, Luigi Ferri, for this insightful journey into making the most of ITIL's value streams and processes.
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of 'The ITSM Practice,' I, Luigi Ferri, guide you through the complexities of the 'Partners and Suppliers' dimension in ITIL 4. We discuss the strategic importance of managing these relationships for optimizing service management, from design to continual improvement. The episode highlights the benefits, such as accessing specialized expertise and shared risks, while also addressing the challenges like coordination complexities and aligning different organizational cultures. I invite listeners to share their strategies and experiences in managing these vital relationships in their ITSM framework on LinkedIn. Discover how effective collaboration with partners and suppliers can revolutionize your approach to ITSM. Join me, Luigi Ferri, as we delve into fostering these essential connections for a successful ITSM journey.
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of 'The ITSM Practice', Luigi Ferri focuses on the 'Information and Technology' dimension of ITIL 4, a vital component of IT Service Management. The discussion explores how technology intersects with information to enhance service management, examining the interplay of infrastructure, applications, data management, and information security. Luigi highlights the benefits, such as improved efficiency and data-driven decision-making, alongside challenges like rapid technological change and the risk of overlooking the human element. He invites listeners to share their experiences with technology in ITSM on LinkedIn. The episode concludes with the emphasis on finding the right balance between advanced technology and the essential human touch in service management, urging listeners to innovate while staying true to ITIL 4 principles.
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of 'The ITSM Practice,' I delve into the 'Organizations and People' dimension of ITIL 4, a vital aspect of IT Service Management. We explore how this dimension focuses on aligning human skills and capabilities with organizational goals to enhance IT service delivery. The discussion covers the benefits, such as improved team dynamics and enhanced employee engagement, along with challenges like managing diverse personalities and resistance to change. I invite listeners to share their experiences and insights on LinkedIn. We also look at success metrics, emphasizing the importance of employee satisfaction, team collaboration, and customer satisfaction in reflecting the health of this dimension. Join me in understanding how people and culture are the true driving forces behind successful ITSM, and how continuous improvement and adaptation are key. Tune in to gain insights into maximizing the potential of your team in the ITIL 4 framework.
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In this episode of 'The ITSM Practice', I dive into the transformative world of ITIL 4, focusing on its four pivotal dimensions that are reshaping IT Service Management and IT Security. I explore the human element in 'Organizations and People', the strategic 'Value Streams and Processes', the foundational 'Information and Technology', and the critical role of 'Partners and Suppliers'. Join me in understanding how these dimensions impact ITSM strategies and decision-making. I encourage you to share your experiences and insights on LinkedIn, and to join our ongoing conversation about the nuances of service management in our digital era. Tune in for an engaging and insightful journey into the heart of ITIL 4 with 'The ITSM Practice'.
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
In the 'The ITSM Practice' episode, Luigi Ferri, with over 25 years of experience, discusses 'Ten Common ITIL Implementation Mistakes to Avoid at All Costs.' He gives advice on using IT frameworks effectively, including having a clear plan, securing top management support, and tailoring ITIL to your organization. Luigi encourages sharing ITIL experiences and connecting on LinkedIn for further talks. This podcast is valuable for IT Service Management and IT Security professionals, offering tips and insights into overcoming ITSM challenges. Tune in to enhance your ITSM and IT Security knowledge.
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
Welcome to 'The ITSM Practice' with Luigi Ferri, exploring the evolution of ITIL into ITIL 4 for IT Service Management and IT Security. Today, we dive into ITIL's history and its latest adaptation for the digital era. Luigi shares his insights on ITIL 4's key features, including the Service Value System, the Four Dimensions, and the shift from processes to practices. Join the discussion on LinkedIn and share how ITIL 4 has impacted your ITSM strategies. This episode is a guide to adapting ITIL for the digital age and enhancing IT service management. Tune in for more insights in future episodes and connect for ongoing discussions on ITSM and IT Security.
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Website: http://www.theitsmpractice.com
Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
En liten tjänst av I'm With Friends. Finns även på engelska.