Ozona Consulting · ISO 20000, ISO 270001, ISO 22301 consultancy

Free Ozona ITSM Academy Webinars

Series of free webinars on the “pending issues” of service management

 

 

Ozona Consulting is pleased to announce three free webinars on some of the “pending issues” commonly found in service management.

 

Methodologies will be presented to achieve short-term goals, along with their practical application on the Obsidian platform:

 

  • Service catalog and CMDB: How to use service orientation and service modeling to achieve effective configuration management and an effective service catalog (Wednesday, March 22, from 10:00 to 10:30 AM)
    Already held. Upon registering, you will receive access to the recording.

 

  • Defining and monitoring SLAs: How to properly establish service-level agreements, and how to monitor their compliance (Wednesday, April 19, from 10:00 to 10:30 AM)
    Already held. Upon registering, you will receive access to the recording.

 

  • Visualization techniques for dashboards and reports following the IBCS standard. (Wednesday, May 24, from 10:00 to 10:30 AM).

 

These three short webinars present content aligned with ITIL good practices and the requirements of ISO 20000. Attendees of all three webinars will receive a certificate of attendance.

THEORY AND PRACTICE

The theoretical content is complemented with many practical examples.

BASED ON REAL CASES

All webinars are based on real-world application cases

EXAMPLES WITH OBSIDIAN

All theoretical concepts will be shown with examples on the Obsidian platform

TARGET AUDIENCE

These webinars are primarily aimed at two types of profiles:

  • Service managers, process managers, Service Desk managers or service owners participating in an ITIL/ISO 20000 service management system.
  • IT directors, CIOs, CTOs, IT governance and management leads and other executive roles who require information about the services provided and the compliance level of their SLAs. 

No prior knowledge is required.

WEBINAR CONTENT

INVENTORY, SERVICE CATALOG AND CMDB

Introduction to service orientation

  • Service orientation
  • Types of services
  • Service map
  • Dependencies among services 

 

Service modeling

  • Service modeling criteria
  • Service modeling methodology
  • Breaking down services into dependencies
  • Service architecture modeling vs impact modeling (BMC-type)

 

Usefulness of service modeling

  • Application to configuration management and asset management
    • Configuration management vs asset management
    • Translating service modeling into the CMDB
  • Application to supplier management, their requirements and service levels
  • Application to service delivery
    • Scope limitation of capacity, availability and continuity plans…
    • Translating service modeling into monitoring tools
  • Application to service desk processes
  • Application to the financial management of services

DEFINING AND MONITORING SERVICE LEVEL AGREEMENTS (SLAs)

Defining service level agreements

  • Defining service level agreements

 

Monitoring SLA compliance

  • Monitoring SLA compliance

VISUALIZATION TECHNIQUES FOR DASHBOARDS AND REPORTS FOLLOWING THE IBCS STANDARD

Introduction to the IBCS standard

  • Semantic rules and standard notation 
  • Perception and visualization rules
  • Conceptual rules 

Examples of dashboards and reports

  • Examples applied to service modeling and catalog (webinar 1)
  • Examples applied to SLA management (webinar 2)

REGISTER FOR THE FREE SEMINARS

Click the button to fill in the free registration form