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We Don't Make Servers ...We Make Services: Implementing and Managing IT Services Implementing and Managing IT Services Being a service provider demands knowledge of who the customer is, what you as a provider offer customers (services), and assurance that those services provide value. Customers care about quality of service (e.g. the meal), and generally have little concern about the origin or performance of the ingredients that make it up (e.g. who does the maintenance on the grill). This session will discuss the concept of IT Service Management (ITSM), being a service provider, and the associated challenges, risks and critical success factors. You will learn about the importance, benefits and challenges of implementing and managing a formal IT Service Management (ITSM) practice for your IT organization and, ultimately, your company. This and other IIL Learning in Minutes presentations qualify for PDUs. Some titles, such as Agile-related topics may qualify for other continuing education credits such as SEUs, or CEUs. Each professional development activity yields one PDU for one hour spent engaged in the activity. Some limitations apply and can be found in the Ways to Earn PDUs section that discusses PDU activities and associated policies. Fractions of PDUs may also be reported. The smallest increment of a PDU that can be reported is 0.25. This means that if you spent 15 minutes participating in a qualifying PDU activity, you may report 0.25 PDU. If you spend 30 minutes in a qualifying PDU activity, you may report 0.50 PDU.

You Design Think More Than You Know Today's world is very volatile, uncertain, complex and ambiguous. What used to work, seems to work less efficient or effective. The pandemic shows us that the consequences in daily life can be huge. For some of us, this means confusion and struggle to find solutions to problems. Others reflect on what is happening and reframe this VUCA world as an opportunity for creating new products, services of systems. Start to think as a designer. Designing solutions serves users and customers. Real human beings with names, moods, needs and problems. We sometimes forget, because while creating solutions we fall in love with them. Our attention focuses on the solution. Design thinking has made empathizing with the customer one of the main anchor points. You always remember for whom you are designing and creating. How many ideas would you need to find the one that fits the problem of your user? Ten, a hundred or maybe more? The answer is, more than you think now. Start with questioning the problem. Play and collect different perspectives on the problem. Every single perspective leads to different ideas. In this way you easily reach a great number of solutions. We will share a few relevant, creative exercises so you can challenge your own dominant reaction to solving problems. Having this personal experience will help you to adopt a design thinking mindset to help your clients. What You Will Learn: Introduction to Design Thinking Two Exercises to change your perspectives on problems and solutions Reflection on one's own thinking system How to reframe constraints as valuable opportunities to find creative solutions

Strategic Initiative Project Management: Using Projects to Create Business Value The business side of projects has grown significantly. Project management is used on projects related to strategic planning, and project managers are reporting to the senior-most levels of management and even into corporate boardrooms. Traditional project management practices that have existed for decades may not be appropriate for strategic initiative projects. Project managers must learn how to use a new family of metrics capable of measuring business value, creativity and innovation. Executives that sit on project governance committees or are part of the Portfolio Project Management Office must understand how to use these new metrics to make informed decisions. This and other IIL Learning in Minutes presentations qualify for PDUs. Some titles, such as Agile-related topics may qualify for other continuing education credits such as SEUs, or CEUs. Each professional development activity yields one PDU for one hour spent engaged in the activity. Some limitations apply and can be found in the Ways to Earn PDUs section that discusses PDU activities and associated policies. Fractions of PDUs may also be reported. The smallest increment of a PDU that can be reported is 0.25. This means that if you spent 15 minutes participating in a qualifying PDU activity, you may report 0.25 PDU. If you spend 30 minutes in a qualifying PDU activity, you may report 0.50 PDU.

Disciplined Agile Strategies for Greater Innovation Innovation isn't just for startups anymore. and in fact it never was. Unfortunately. most organizations are struggling to become more innovative. with their existing culture and ways of working (WoW) getting in their way more often than not. Given that innovation has become table stakes in the modern economy. this is a serious problem for established organizations. This and other IIL Learning in Minutes presentations qualify for PDUs. Some titles, such as Agile-related topics may qualify for other continuing education credits such as SEUs, or CEUs. Each professional development activity yields one PDU for one hour spent engaged in the activity. Some limitations apply and can be found in the Ways to Earn PDUs section that discusses PDU activities and associated policies. Fractions of PDUs may also be reported. The smallest increment of a PDU that can be reported is 0.25. This means that if you spent 15 minutes participating in a qualifying PDU activity, you may report 0.25 PDU. If you spend 30 minutes in a qualifying PDU activity, you may report 0.50 PDU.

The Culture of Feedback in Agile This presentation will discuss how and why the culture of feedback is so important in Agile. See how Amadeus has introduced gamification and role playing to foster collaboration and transparency in a safe environment based on a feedback model. This and other IIL Learning in Minutes presentations qualify for PDUs. Some titles, such as Agile-related topics may qualify for other continuing education credits such as SEUs, or CEUs. Each professional development activity yields one PDU for one hour spent engaged in the activity. Some limitations apply and can be found in the Ways to Earn PDUs section that discusses PDU activities and associated policies. Fractions of PDUs may also be reported. The smallest increment of a PDU that can be reported is 0.25. This means that if you spent 15 minutes participating in a qualifying PDU activity, you may report 0.25 PDU. If you spend 30 minutes in a qualifying PDU activity, you may report 0.50 PDU.

The Grateful Agile Leader Join Susan Parente as she demonstrates that Grateful Leadership is a style of leadership that speaks to the fundamentals of acknowledgment and gratitude for team members, what they do, and how they contribute! And she helps build a persuasive case that Grateful Leadership should be a key part of Agile projects! Key takeaways: How being an Agile Leader is being a Grateful Leader Incorporating an attitude of gratitude with team members and customers Acknowledging team accomplishments, courage, and creativity

Complexity Dimensions that Impact Projects By attending this session you will be able to learn how to differentiate complex from complicated and understand the 15 complexity dimensions obtained through a multi-industry survey, case studies and interviews with experts and practitioners. We will also share how the traditional cost estimation process is limited when dealing with complex projects, and finally see a proposed model that would support cost estimators dealing with complex projects. This and other IIL Learning in Minutes presentations qualify for PDUs. Some titles, such as Agile-related topics may qualify for other continuing education credits such as SEUs, or CEUs. Each professional development activity yields one PDU for one hour spent engaged in the activity. Some limitations apply and can be found in the Ways to Earn PDUs section that discusses PDU activities and associated policies. Fractions of PDUs may also be reported. The smallest increment of a PDU that can be reported is 0.25. This means that if you spent 15 minutes participating in a qualifying PDU activity, you may report 0.25 PDU. If you spend 30 minutes in a qualifying PDU activity, you may report 0.50 PDU.

Freight Train to Airplane: The Automotive IT Transformation The Auto Industry is a very top heavy, slow moving, traditional business. This is not only reflected in the way that companies develop products, but also in the way that companies support the culture of their workers. I will discuss how one of the largest automotive companies on Earth is transforming themselves from a traditional manufacturing business to a technology company that makes cars, and how they are working to change the culture of their workforce to one driven by empowerment. This and other IIL Learning in Minutes presentations qualify for PDUs. Some titles, such as Agile-related topics may qualify for other continuing education credits such as SEUs, or CEUs. Each professional development activity yields one PDU for one hour spent engaged in the activity. Some limitations apply and can be found in the Ways to Earn PDUs section that discusses PDU activities and associated policies. Fractions of PDUs may also be reported. The smallest increment of a PDU that can be reported is 0.25. This means that if you spent 15 minutes participating in a qualifying PDU activity, you may report 0.25 PDU. If you spend 30 minutes in a qualifying PDU activity, you may report 0.50 PDU.

The Value Driven Project Manager This presentation addresses how core values are formed at the individual level and at the organizational level. It will also address how these values drive personal performance and influence the effectiveness of the professional project manager. Is project management a profession or simply a methodology? While the debate continues, there is no doubt that a well-trained, experienced, professional project manager will make a meaningful addition to any organization. The career-minded project manager is an authority on achieving success, and continually practices and develops the skills necessary to overcome any challenges encountered during the process. This video offers keen insight into how core values are formed at the individual level and at the organizational level, and how these values drive personal performance and influence the effectiveness of the professional project manager. This and other IIL Learning in Minutes presentations qualify for PDUs. Some titles, such as Agile-related topics may qualify for other continuing education credits such as SEUs, or CEUs. Each professional development activity yields one PDU for one hour spent engaged in the activity. Some limitations apply and can be found in the Ways to Earn PDUs section that discusses PDU activities and associated policies. Fractions of PDUs may also be reported. The smallest increment of a PDU that can be reported is 0.25. This means that if you spent 15 minutes participating in a qualifying PDU activity, you may report 0.25 PDU. If you spend 30 minutes in a qualifying PDU activity, you may report 0.50 PDU.

Levers of Project Agility: Change Management Levers of Project Agility: Change Management You may be using agile processes in your projects, even have extended the use of agile management practices into other areas of business. However, your ability to realize the expected benefits within the expected time horizons is only affected by the quality of your change management initiatives. In this talk, we will look at the models of change and current change management best practices to identify the critical success factors for integrating change management into project activities that will enable agility into benefit delivery. Your projects may be agile, but to achieve expected benefit delivery you need to integrate high quality change management initiatives into project activities. This and other IIL Learning in Minutes presentations qualify for PDUs. Some titles, such as Agile-related topics may qualify for other continuing education credits such as SEUs, or CEUs. Each professional development activity yields one PDU for one hour spent engaged in the activity. Some limitations apply and can be found in the Ways to Earn PDUs section that discusses PDU activities and associated policies. Fractions of PDUs may also be reported. The smallest increment of a PDU that can be reported is 0.25. This means that if you spent 15 minutes participating in a qualifying PDU activity, you may report 0.25 PDU. If you spend 30 minutes in a qualifying PDU activity, you may report 0.50 PDU.