The ITSM Practice: Elevating ITSM and IT Security Knowledge
Luigi Ferri
Join Luigi Ferri, an experienced ITSM & IT Security Professional, in 'The ITSM Practice.' Explore IT Service Management and IT Security, uncovering innovations ...
In this episode of The ITSM Practice, Luigi Ferri delves into the transformative power of prioritizing customers over products, exploring its profound impact on quality, profitability, and business growth. By shifting focus from product-centric to customer-centric strategies, companies like Apple and Tesla have not only enhanced their offerings but also fostered customer loyalty and operational excellence. Luigi emphasizes the importance of actively listening to and integrating customer feedback, which not only drives innovation but also solidifies a company's competitive edge.
In this episode, we answer to:
What steps can you take to make customer insights central to your product development?
How does your organization measure quality today, and is it aligned with customer expectations?
Are you investing enough in relationships to turn customers into long-term advocates?
Resources Mentioned in this Episode:
Kaizo, article "The real meaning behind “customer first", link https://kaizo.com/blog/customer-first/
Zendesk, article "Customer First: What it really means to put the customer first", link https://www.zendesk.de/blog/customer-first/
Praemie Direkt, article "Customer First – The customer comes first", link https://www.praemie-direkt.de/wissen/customer-first-der-kunde-an-erster-stelle/
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
--------
6:27
Transforming IT Operations: How Observability Improves Security and Performance
In this episode of "The ITSM Practice," Luigi Ferri delves into the transformative power of observability in IT management and security. Discover how leveraging contextual data and dynamic thresholds enhances system performance, security measures, and anomaly detection, promoting a proactive and strategic approach to IT security.
In this episode, we answer to:
How can collecting contextual data and setting dynamic thresholds improve our system performance and security measures?
How do dynamic thresholds revolutionize the way we handle system alerts and anomalies?
What does a layered security approach entail, and how does it enhance our security strategy?
Resources Mentioned in this Episode:
Contrast Security, article "Security Observability: Intelligent security assessment = seeing what others can’t", link https://www.contrastsecurity.com/security-influencers/what-is-security-observability-contrast-security
Cloud Zenix, article "Strategies for DevOps Teams to Enhance Observability and Overcome Monitoring Challenges", link https://cloudzenix.com/strategies-for-devops-teams-to-enhance-observability-and-overcome-monitoring-challenges/
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
--------
5:16
Secure System Design: Building Resilient IT Infrastructure
In this episode of "The ITSM Practice," Luigi Ferri delves into constructing IT systems that are inherently secure, robust, and prepared for future cybersecurity challenges. He highlights the importance of integrating security at every development phase, managing software quality, and the necessity of continuous security improvements, drawing from key NIST publications. These guidelines ensure IT systems are secure from the start and remain resilient against evolving threats.
In this episode, we answer to:
How can we integrate security from the start of system development?
How can we manage software quality and supply chain risks effectively?
What are the benefits of committing to continuous security improvement?
Resources Mentioned in this Episode:
NIST Special Publication 800-160 Volume 1, link https://csrc.nist.gov/pubs/sp/800/160/v1/r1/final
NIST Cybersecurity Framework, link https://www.nist.gov/cyberframework
NIST Special Publication 800-137 on Continuous Monitoring for Federal Information Systems and Organizations, link https://csrc.nist.gov/pubs/sp/800/137/final
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
--------
6:05
The Evolving Roles of Project Managers and Process Owners
In today's episode of "The ITSM Practice," Luigi Ferri delves into the evolving roles of Project Managers and Process Owners in the face of increasing business complexities. We explore how these key players transition from operational to strategic roles, leveraging digital tools and cross-functional strategies to align with global business demands. With insights from PRINCE2 and ITIL 4, plus expert analysis from Deloitte, we discuss the necessary skills and strategic foresight required for future success in these pivotal positions.
In this episode, we answer to:
How can organizations foster a culture where Project Managers and Process Owners thrive in their expanded, strategic roles?
What are the implications of these evolving roles for professional development within your organization?
How can technology be harnessed to support the seamless integration of project management and process ownership for optimal strategic outcomes?
Resources Mentioned in this Episode:
CIO.com website, article "8 essential skills of elite project managers", link https://www.cio.com/article/302886/8-essential-skills-of-elite-project-managers.html
Deloitte, article "The value of global process owners in global business services - part 1", link https://www2.deloitte.com/us/en/pages/operations/articles/the-value-of-global-process-owners-in-global-business-services.html
Harvard Business Review, article "What the Next Generation of Project Management Will Look Like", link https://hbr.org/2023/11/what-the-next-generation-of-project-management-will-look-like
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
--------
6:07
Cloud or On-Premises? Decoding Costs and Strategy
In today's episode of "The ITSM Practice," Luigi Ferri dives into the critical IT decision: Cloud vs. On-Premises. Explore the advantages of cloud solutions for flexibility, speed, and compliance, alongside on-premises systems for control and predictable costs. Uncover hidden costs, and consider the total cost of ownership, scalability, and security aspects of both setups. Discover why hybrid models may offer the best of both worlds in this detailed comparison.
In this episode, we answer to:
How do cloud solutions compare to on-premises in terms of long-term costs?
What are the hidden costs associated with cloud computing?
How do hybrid models balance the benefits of cloud and on-premises systems?
Resources Mentioned in this Episode:
Statista, article "Cloud Computing in the UK," link https://www.statista.com/topics/3164/cloud-computing-in-the-united-kingdom-uk/
Forrester, article "Comparing Total Cost of Ownership: SaaS vs. On-Premises Software," link https://www.forrester.com/report/comparing-total-cost-of-ownership-saas-vs-on-premises-software/RES173702?ref_search=3531980_1695156858821
- Gartner, webinar "The Future of Cloud: Prepare for 2025" available at https://www.gartner.com/en/webinar/445864/1051166.
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
About The ITSM Practice: Elevating ITSM and IT Security Knowledge
Join Luigi Ferri, an experienced ITSM & IT Security Professional, in 'The ITSM Practice.' Explore IT Service Management and IT Security, uncovering innovations and best practices with insights from leading organizations like Volkswagen Financial Services, Vodafone, and more. Each episode offers practical guides and expert discussions for learning and growth. Ideal for all ITSM and IT Security Professionals!
Stay Connected:
LinkedIn: https://www.linkedin.com/in/theitsmpractice/
Youtube: https://www.youtube.com/@theitsmpractice
Website: http://www.theitsmpractice.com
Listen to The ITSM Practice: Elevating ITSM and IT Security Knowledge, All-In with Chamath, Jason, Sacks & Friedberg and many other podcasts from around the world with the radio.net app