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...

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....

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...