The ITSM Practice: Elevating ITSM and IT Security Knowledge

• How to Measure Cybersecurity Effectiveness: KPIs, KRIs, and Business Impact

  Struggling to prove the value of your cybersecurity efforts? In this episode of The ITSM Practice, Luigi Ferri shows how to turn cybersecurity metrics into business assets. Learn why measuring outcomes—not just activities—can elevate security from cost center to competitive advantage.In this episode, we answer to:What should you measure to show cybersecurity effectiveness in business terms?How do ISO 27001 and NIST CSF influence security KPIs and KRIs?How can vendor risk be quantified using security ratings?Resources Mentioned in this Episode:Safe website, article "Aligning IT and Cybersecurity: The Missing Piece in Business Alignment", link https://safe.security/resources/blog/aligning-it-cybersecurity/ Microsoft Security website, article "Overview of critical asset management", link https://learn.microsoft.com/en-us/security-exposure-management/critical-asset-management Bitsight website, article "Third-Party Cyber Risk Assessments", link https://www.bitsight.com/glossary/third-party-cyber-risk-assessment ISMS.online website, article "How to Track ISO 27001 Milestones and Measure Success", link https://www.isms.online/iso-27001/how-to-track-iso-27001-milestones-and-measure-success/ ISACA Germany website, guideline "KPI Guide 2024", link https://www.isaca.de/images/Publikationen/Leitfaden/ISACA_KPI_Guide_2024.pdf HighTable website, article "ISO 27001 Monitoring, Measurement, Analysis, Evaluation: Clause 9.1", link https://hightable.io/iso-27001-clause-9-1-monitoring-measurement-analysis-evaluation-essential-guide/ Rikkeisoft website, article "Data-Driven Security: Transforming Protection Through Analytics", link https://rikkeisoft.com/th/blog-th/data-driven-security-transforming-protection-through-analytics/ Connect with me on:LinkedIn: https://www.linkedin.com/in/theitsmpractice/Website: http://www.theitsmpractice.comAnd 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

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• Securing Agentic AI: Maturity-Based Cybersecurity Strategies

  Agentic AI is here, learning, deciding, and acting without human approval. But is your organization mature enough to secure it? In this episode, we explore how to align AI autonomy with tailored security controls using NIST maturity tiers and ISO frameworks.In this episode, we answer to:What makes agentic AI different from traditional automation?Why can’t existing controls fully secure autonomous systems?How should your AI security evolve with your maturity level?Resources Mentioned in this Episode:KOVRR website, article "Cybersecurity Maturity Model Implementation: A How-To Get Started Guide", link https://www.kovrr.com/blog-post/cybersecurity-maturity-model-implementation---a-how-to-get-started-guide Lindiwe Matlali, article "The Hidden Risks of Agentic AI: How Autonomous Systems Could Be Exploited and How to Defend Against Them", https://www.linkedin.com/pulse/hidden-risks-agentic-ai-how-autonomous-systems-could-defend-matlali-cekue Forbes, article "Overcoming Cybersecurity Challenges In Agentic AI". link https://www.forbes.com/sites/tonybradley/2025/03/26/overcoming-cybersecurity-challenges-in-agentic-ai/ Connect with me on:LinkedIn: https://www.linkedin.com/in/theitsmpractice/Website: http://www.theitsmpractice.comAnd 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

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• How to Reduce Call Center Costs Without Losing Customer Trust

  Discover how to reduce call center costs without damaging customer trust. In this episode of The ITSM Practice, Luigi Ferri shares strategic insights on balancing automation, training, remote work, and compliance for long-term value. Make savings without losing meaning.In this episode, we answer to:How can organizations reduce call center costs without harming customer relationships?What are the hidden costs in call centers that leaders often overlook?Where should automation begin to improve service and efficiency?Resources Mentioned in this Episode:WOW24-7 website, article "How Much Does It Cost to Outsource Customer Service?", link https://wow24-7.com/blog/how-much-do-different-call-centers-cost-for-outsourcing-call-center-outsourcing-cost-comparison-2 Zoom website, article "What is call center compliance? Guide for 2025", link https://www.zoom.com/en/blog/call-center-compliance/ The Recruitment Co website, article "The Case for Remote Working in Contact Centre Workforces", link https://therecruitmentco.uk/the-case-for-remote-working-in-contact-centre-workforces/ KnowMax website, article "9 Actionable Tips for Call Center Cost Reduction", link https://knowmax.ai/blog/call-center-cost-reduction/ Kommunicate website, article "Putting the ‘Service’ in Self-Service: AI that Solves Problems", link https://www.kommunicate.io/blog/ai-self-service-for-customer-support/ Contact Point 3610 website, article "The Benefits of Speech Analytics in Improving Call Center Performance" link https://contactpoint360.com/blog/speech-analytics-for-contact-centers/ CX Today website, article "The Evolution of Generative AI Regulations: Preparing your Contact Center", link https://www.cxtoday.com/contact-center/the-evolution-of-generative-ai-regulations-preparing-your-contact-center-content-guru/ Connect with me on:LinkedIn: https://www.linkedin.com/in/theitsmpractice/Website: http://www.theitsmpractice.comAnd 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

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• Who Really Defines Project Success? It’s Not the Metrics

  A project that met every milestone, but left users unchanged. In this episode, we reveal why real success isn’t measured by delivery but by perception. Discover how top project leaders manage meaning, not just metrics.In this episode, we answer to:How do you define project success beyond KPIs and timelines?Why is stakeholder perception more important than status reports?What practical steps help uncover silent misalignment in projects?Resources Mentioned in this Episode:Project Management Institute, article "Managing Perceptions for Project Success: How Stakeholders Shape Reality", link https://www.pmi.org/blog/managing-perceptions-for-project-success Science Direct - Elsevier, article "Different stakeholder groups and their perceptions of project success", link https://www.sciencedirect.com/science/article/pii/S0263786313000276 IRMBR website, article "Relationship between Stakeholders Perceptions of Project Success and Project Planning", link https://irmbrjournal.com/paper_details.php?id=821 Institute Project Management, article "Strategic Narratives: Enhancing Project Management with Storytelling Techniques", link https://instituteprojectmanagement.com/blog/strategic-narratives-enhancing-project-management-with-storytelling-techniques/ Connect with me on:LinkedIn: https://www.linkedin.com/in/theitsmpractice/Website: http://www.theitsmpractice.comAnd 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

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• ITIL 4 and Value Stream Mapping: A Smarter Way to Deliver ITSM Value

  Discover why shifting from traditional process maps to value stream mapping transforms ITSM. Luigi Ferri explains how VSM breaks silos, aligns IT with business value, and improves service visibility. Learn how to expose waste, measure impact, and build flow-focused culture in modern organizations.In this episode, we answer to:What is the difference between process maps and value stream mapping in ITSM?How does value stream thinking align IT services with business outcomes?What challenges do organizations face when adopting VSM, and how can they overcome them?Resources Mentioned in this Episode:Digicomp website, article "What is Value Stream Mapping?", link https://digicomp.ch/blog/2020/02/25/value-stream-mapping-in-itil-4 Luigi Ferri, article "Embracing the Shift: How Value Stream Mapping Enhances ITIL's Lifecycle Approach", link https://www.linkedin.com/pulse/embracing-shift-how-value-stream-mapping-enhances-itils-luigi-ferri Serview website, article "Breaking down silos: Value Streams in ITIL® 4", link https://en.serview.de/blog/blast-silos-value-troughs-in-itilr-4 Digital AI website, article "SAFe® Value Stream Mapping Software", link https://digital.ai/solutions/safe-scaled-agile-framework/ Lean Enterprise Institute, article "Value Stream Mapping", link https://www.lean.org/lexicon-terms/value-stream-mapping/ Connect with me on:LinkedIn: https://www.linkedin.com/in/theitsmpractice/Website: http://www.theitsmpractice.comAnd 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

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