The ITSM Practice: Elevating ITSM and IT Security Knowledge Luigi Ferri

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