The ITSM Practice: Elevating ITSM and IT Security Knowledge

Luigi Ferri

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! Stay Connected: LinkedIn: https://www.linkedin.com/in/theitsmpractice/ Youtube: https://www.youtube.com/@theitsmpractice Website: http://www.theitsmpractice.com

  1. 3 DAYS AGO

    How to Reduce Call Center Costs Without Losing Customer Trust

    Discover how to reduce call center costs without damaging customer trust. In this episode of The ITSM Practice, Luigi Ferri shares strategic insights on balancing automation, training, remote work, and compliance for long-term value. Make savings without losing meaning. In this episode, we answer to: How can organizations reduce call center costs without harming customer relationships? What are the hidden costs in call centers that leaders often overlook? Where should automation begin to improve service and efficiency? Resources Mentioned in this Episode: WOW24-7 website, article "How Much Does It Cost to Outsource Customer Service?", link https://wow24-7.com/blog/how-much-do-different-call-centers-cost-for-outsourcing-call-center-outsourcing-cost-comparison-2 Zoom website, article "What is call center compliance? Guide for 2025", link https://www.zoom.com/en/blog/call-center-compliance/ The Recruitment Co website, article "The Case for Remote Working in Contact Centre Workforces", link https://therecruitmentco.uk/the-case-for-remote-working-in-contact-centre-workforces/ KnowMax website, article "9 Actionable Tips for Call Center Cost Reduction", link https://knowmax.ai/blog/call-center-cost-reduction/ Kommunicate website, article "Putting the ‘Service’ in Self-Service: AI that Solves Problems", link https://www.kommunicate.io/blog/ai-self-service-for-customer-support/ Contact Point 3610 website, article "The Benefits of Speech Analytics in Improving Call Center Performance" link https://contactpoint360.com/blog/speech-analytics-for-contact-centers/ CX Today website, article "The Evolution of Generative AI Regulations: Preparing your Contact Center", link https://www.cxtoday.com/contact-center/the-evolution-of-generative-ai-regulations-preparing-your-contact-center-content-guru/ 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

    9 min

  2. 19 AUG

    Who Really Defines Project Success? It’s Not the Metrics

    A project that met every milestone, but left users unchanged. In this episode, we reveal why real success isn’t measured by delivery but by perception. Discover how top project leaders manage meaning, not just metrics. In this episode, we answer to: How do you define project success beyond KPIs and timelines? Why is stakeholder perception more important than status reports? What practical steps help uncover silent misalignment in projects? Resources Mentioned in this Episode: Project Management Institute, article "Managing Perceptions for Project Success: How Stakeholders Shape Reality", link https://www.pmi.org/blog/managing-perceptions-for-project-success Science Direct - Elsevier, article "Different stakeholder groups and their perceptions of project success", link https://www.sciencedirect.com/science/article/pii/S0263786313000276 IRMBR website, article "Relationship between Stakeholders Perceptions of Project Success and Project Planning", link https://irmbrjournal.com/paper_details.php?id=821 Institute Project Management, article "Strategic Narratives: Enhancing Project Management with Storytelling Techniques", link https://instituteprojectmanagement.com/blog/strategic-narratives-enhancing-project-management-with-storytelling-techniques/ 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

    8 min

  3. 12 AUG

    ITIL 4 and Value Stream Mapping: A Smarter Way to Deliver ITSM Value

    Discover why shifting from traditional process maps to value stream mapping transforms ITSM. Luigi Ferri explains how VSM breaks silos, aligns IT with business value, and improves service visibility. Learn how to expose waste, measure impact, and build flow-focused culture in modern organizations. In this episode, we answer to: What is the difference between process maps and value stream mapping in ITSM? How does value stream thinking align IT services with business outcomes? What challenges do organizations face when adopting VSM, and how can they overcome them? Resources Mentioned in this Episode: Digicomp website, article "What is Value Stream Mapping?", link https://digicomp.ch/blog/2020/02/25/value-stream-mapping-in-itil-4 Luigi Ferri, article "Embracing the Shift: How Value Stream Mapping Enhances ITIL's Lifecycle Approach", link https://www.linkedin.com/pulse/embracing-shift-how-value-stream-mapping-enhances-itils-luigi-ferri Serview website, article "Breaking down silos: Value Streams in ITIL® 4", link https://en.serview.de/blog/blast-silos-value-troughs-in-itilr-4 Digital AI website, article "SAFe® Value Stream Mapping Software", link https://digital.ai/solutions/safe-scaled-agile-framework/ Lean Enterprise Institute, article "Value Stream Mapping", link https://www.lean.org/lexicon-terms/value-stream-mapping/ 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

    10 min

  4. 5 AUG

    Preparing for Post-Quantum Security

    Discover why post-quantum cryptography is urgent for regulated industries. Learn how to protect long-term data, start cryptographic inventory, and align with evolving national strategies. This episode offers a clear, actionable roadmap for future-proofing your digital identity and systems. In this episode, we answer to: How can organizations start preparing for post-quantum cryptography migration? What risks are already present due to “Harvest Now, Decrypt Later” tactics? Why must regulated industries prioritize public key infrastructure upgrades now? Resources Mentioned in this Episode: Quintessence Labs website, article "Global Risk Institute Quantum Threat Timeline Report 2024", link https://info.quintessencelabs.com/hubfs/PDFs/Global-Risk-Institute-Quantum-Threat-Timeline-Report-2024.pdf Appviewx website, article "The UK’s National Cyber Security Centre Presents Timeline and Roadmap for PQC Migration", link https://www.appviewx.com/blogs/the-uks-national-cyber-security-centre-presents-timeline-and-roadmap-for-pqc-migration/ CISA website, article "CISA Insight Post Quantum Cryptography", link https://www.cisa.gov/sites/default/files/publications/cisa_insight_post_quantum_cryptography_508.pdf Pqshield website, article "NCSC guidance on planning your PQC migration", link https://pqshield.com/ncsc-guidance-on-planning-your-pqc-migration/ Crypto Vision Website, article "EVIDEN PQC Migration Guide", link https://www.cryptovision.com/wp-content/uploads/2023/05/EVIDEN-PQC-Migration-Guide.pdf 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

    9 min

  5. 29 JUL

    Security Strategy vs Strategic Plan: What’s the Difference?

    Confusing a security strategy with a strategic plan leads to failure. In this episode, Luigi Ferri breaks down the core differences, revealing seven pillars of a winning security strategy, from governance and threat intelligence to resilience. Learn how to shift from vague intentions to real impact. In this episode, we answer to: What is the difference between a security strategy and a strategic plan? What are the seven essential elements of a credible security strategy? How do you move from vision to measurable execution in cybersecurity? Resources Mentioned in this Episode: iSHIFT website, article "Cybersecurity 101: A Plan is Not a Strategy, and a Strategy is Not a Plan", link https://www.ishift.net/cybersecurity-strategy-and-plan/ Diceus website, article "IT security strategy: Essentials you should know to create an effective plan", link https://diceus.com/it-security-strategy-plan/ Atriade website, article "The 7 Elements of an Effective Security Plan", link https://atriade.com/seven-elements-of-physical-security-plan/ QTech website, article "The 7 Key Components of a Robust Cybersecurity Strategy", link https://www.q-tech.org/the-7-key-components-of-a-robust-cybersecurity-strategy/ Pathlock website, article "Continuous Monitoring: What You Need to Know and How to Start in 5 Steps", link https://pathlock.com/learn/continuous-monitoring/ 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

    9 min

  6. 22 JUL

    Agentic AI: The Future of ITSM

    Agentic AI is redefining IT Service Management with autonomous decision-making, intelligent workflow orchestration, and continuous learning. In this episode, we explore how AI transforms service desks into predictive ecosystems, boosts performance, and challenges organizational readiness, ethics, and governance. In this episode, we answer to: What makes Agentic AI different from traditional automation in ITSM? How can organizations govern AI decisions in service management? Are your ITSM processes ready to be trusted by autonomous systems? Resources Mentioned in this Episode: Forrester website, article "Let The Service Management Agentic AI Race Begin", link https://www.forrester.com/blogs/let-the-service-management-agentic-ai-race-begin/ Aisera website, article "Agentic AI in IT Service Management (ITSM)", link https://aisera.com/blog/agentic-ai-itsm/ Rezolve.ai website, article "Why Agentic AI Tools Are the Future of Incident and Service Requests?", link https://www.rezolve.ai/blog/agentic-ai-incident-and-service-requests Sprinklr website, article "The AI-first unified platform for front-office teams", link https://www.sprinklr.com/blog/agentic-ai/ 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

    11 min

  7. 15 JUL

    Outsourcing Code, Keeping Control – ISO/IEC 27001 A.8.30

    Outsourced development is growing, but ISO 27001 Annex A 8.30 ensures you don’t outsource control. In this episode, we explain how to secure external software development, from vendor audits to contract clauses and compliance risks. Learn practical steps to protect your business. In this episode, we answer to: How can ISO 27001 Annex A 8.30 secure outsourced development? What security questions should you ask every software vendor? How do you turn contracts into enforceable cybersecurity controls? Resources Mentioned in this Episode: HighTable, article "ISO 27001 Annex A 8.30 Outsourced Development", link https://hightable.io/iso27001-annex-a-8-30-outsourced-development/ ISMS.online website, article "ISO 27001:2022 Annex A 8.30 – Outsourced Development", link https://www.isms.online/iso-27001/annex-a/8-30-outsourced-development-2022/ ISMS.online website, article "ISO 27002:2022 – Control 8.30 – Outsourced Development", link https://www.isms.online/iso-27002/control-8-30-outsourced-development/ GRC Mana website, article "ISO 27001 Annex A 8.30: A Step-by-Step Guide", link https://www.grcmana.io/blog/iso-27001-annex-a-8-30-outsourced-development Advisera website, article "Big guide to ISO 27001 clauses — How is this standard structured?", link https://advisera.com/iso27001/control-8-30-outsourced-development/ 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

    9 min

  8. 8 JUL

    How Enterprise Architecture Transforms Hospital IT and Patient Safety

    Discover how Enterprise Architecture in healthcare helps government hospitals improve patient safety, system resilience, and operational efficiency. Learn the five EA pillars driving digital transformation, compliance, and innovation—critical for Managed Service Providers too. In this episode, we answer to: How can Enterprise Architecture reduce IT outages in hospitals? What risks do Managed Service Providers face without solid architecture? How does EA help align IT with national healthcare goals? Resources Mentioned in this Episode: Sparx Systems website, article "The Case for Enterprise Architecture in the Government", link https://trerado.sparxsystems.com/resources/eaglobalsummit-2024/the-case-for-enterprise-architecture-in-the-government/ SCW website, article "How Enterprise Architecture plays a vital role in navigating the NHS’s future", link https://scwcsu.nhs.uk/news-and-views/blog/how-enterprise-architecture-plays-a-vital-role-in-navigating-the-nhs-s-future iTrobes website, article "ERP For Hospitals – A Complete Guide", link https://www.itrobes.com/hospital-management-erp-software/ SAP website, article "Enterprise Architecture Maturity Models & Assessment", link https://www.leanix.net/en/wiki/ea/enterprise-architecture-maturity-stages-and-assessment Confiz website, article "Building service excellence: 6 pillars of Managed Services Framework", link https://www.confiz.com/blog/building-service-excellence-6-pillars-of-managed-services-framework/ Ardoq website, article "What Is Enterprise Security Architecture? The Complete Guide to More Holistic Risk Management", link https://www.ardoq.com/knowledge-hub/enterprise-security-architecture ValueBlue website, article "Top 10 Benefits of Enterprise Architecture for Your Business", link https://www.valueblue.com/blog/top-10-benefits-of-enterprise-architecture-for-your-business 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

    11 min
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About

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! Stay Connected: LinkedIn: https://www.linkedin.com/in/theitsmpractice/ Youtube: https://www.youtube.com/@theitsmpractice Website: http://www.theitsmpractice.com

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