The ITSM Practice: Elevating ITSM and IT Security Knowledge

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 informatio...

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 al...

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 stakehold...

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...

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 continu...

Discover the ins and outs of the Digital Operational Resilience Act (DORA) in this episode of 'The ITSM Practice'. Join Luigi Ferri as he delves into how DORA, enacted by the EU to bolster the digital resilience of the financial sector, mandates stringent digital safety practices for banks, insurance companies, and other financial entities. Understand DORA's crucial role in ensuring the IT Securit...

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 i...

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 enhanci...

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&#39...

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...

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 reso...

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 M...

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:...

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, identif...

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...

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...

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...

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...

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 impro...

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 ep...

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...

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...

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 an...

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, whil...

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 bene...