Service Management Insights - CA Technologies

Collaboration solutions are virtually ubiquitous today. People of all ages use solutions like Facebook, Twitter, LinkedIn, etc… to share pictures, events, business information and announcements with friends, family and colleagues. Unfortunately, most IT organizations have not done a very good job of keeping up with the times. While users expect to be able to get information in a variety of ways and across multiple channels, companies are often mired with processes and tools that are based on a bygone era. So how do you meet these communication needs so that users are able to help themselves and how can you advance your existing ITSM practices to meet these expectations?
Join George Spalding, Executive Vice President, Pink Elephant, Erik Hille and Allen Houpt, CA Technologies for an informative discussion regarding the impact of social media and collaboration on ITSM processes and solutions. Attendees will gain an understanding of these communication strategies and how meeting these expectations can improve the efficiency of your ITSM operations.

Join ITSM industry luminary Robert Stroud, CA Technologies, for an informative presentation on the key considerations for a Cloud-based Service Desk, followed by a demonstration of Nimsoft Service Desk, the CA Technologies SaaS service management offering.

Topics include:
What are the opportunities with a change to SaaS-based Service Desk?
What are the challenges? Multiple solution choices, technical requirement alignment, compliance and security, and of course, reducing costs.
What key benefits can be expected? Things like lower total cost of ownership, increased time to value, rapid installation and deployment, and increased business flexibility.

Is your organization in the middle of a long running ITIL implementation that is failing to deliver the benefits, or are you playing with DevOps to solve the problems of continuous innovation that ITIL doesn't solve or are you simply concerned about what will take place after the recent ownership announcements? No matter which, it is clear that the ITIL framework must evolve or it will die. In this webinar Rob Stroud examines the current state of ITIL in today’s IT-enabled businesses and explores some of the challenges ITIL faces as businesses demand more agility and rapid-time-to-market from their IT organizations, and why there’s hope for ITIL.

BYOD is inevitable and unstoppable. Maybe even uncontrollable and unmanageable. But is it the real issue? We seem to be very interested in mobile device management and security risks and data breaches, as, of course, we should be. But, isn’t the real issue the fact that traditional IT is fast becoming irrelevant. Nearly all of us use our personal devices for work and have multiple personal clouds full of data – personal and business. Today’s users believe that they need traditional IT less than before. Crowdsourcing is replacing the Service Desk while Web self-service is replacing live people. But, there’s more to running IT than mobile device buzz words and doom & gloom blogs and tweets. Check out this webinar with CA Technologies & Pink Elephant to find out what’s really happening and what IT can do to embrace this new world. 1 PriSM CPD.

What if you could gain valuable insights into who was using your services. Understand the full cost of service delivery and enable decision making?

In this session I intend to discuss how we go about enabling financial transparency through the effective implementation of a Service Catalog and also how we can use consumption data to ensure we attribute costs fairly across the business and ensure appropriate accountability for IT spending.

With many organisations looking to gain competitive advantage while simultaneously saving cash through cloud based technologies, how can you be sure that service quality will not be compromised in these austere times? In this session we will be looking at how through the use of "business outcomes" the paradigm of delivering more with less can really be achieved.

I'd rather be looking at it than looking for it! Advantages of an End-to-End, properly integrated Service Management Solution.

Consider the advantages of a Service Desk system where you have all the Processes/modules in a single integrated solution. Reduce cost and complexity by not purchasing additional modules and integrating them into your existing solutions AND processes. This allows you to plan your processes and work flow end-to-end. Even if you don't intend using problem or change straight away you can plan work flow with them in mind. You also have common data behind the processes. So Configuration, Knowledge and service level management can be applied to all processes with consistency and dependability. This allows the customer to be more flexible and use the system to achieve their objectives. It also delivers more value from Knowledge and CMDB as these functions are tightly integrated to the process and delivers the information to where it is useful; the ticket level where it is used to resolve incidents or implement changes etc. Implementing Service Desk takes a huge amount of effort on the customer's side and dealing with an overly complex system (possibly in several modules) compounds this and elevates the project from complex to complicated. Particularly when the customer has the option of delivery across a true SaaS platform a single, scalable, integrated, flexible solution allows the customer to put his effort into his processes where it creates the most value for them.

To continue providing strategic business value, IT must make operational and business choices to transform how it delivers services to the business. This session will explore the convergence of significant trends including:

1) the "Consumerization" of IT services
2) the evolution of IT into a broker of services and
3) the expanding new generation of "social-media-oriented employees"

This session will cover the Characteristics and benefits of a hosted, an On-premise, or a SaaS Service Management solution. Detailed information is also provided on the key factors to consider when transitioning from an On-premise to a SaaS solution.

You've built out an ITSM fabric to monitor your infrastructure, applications, services, and to support processes such as incident, change, and service request management but there's something missing.  Why is a big chunk of your mean-time-to-repair for high severity issues still mean-time-to-respond?  Why do people call IT executives to complain about poor service quality because they don't know about outages?  Why do your service level stats still not represent the real time to restore services?

IT organizations are increasingly under intense pressure to deliver more with less. This usually means either looking at standardizing existing offerings resulting in reduced choice or measuring the service quality and set service pricing by level of quality, which means higher prices for higher service levels.

This webcast will discuss
−How to create and define meaningful service definitions
−The impact on business user behaviours
−Tips on measuring service levels

Services defined in the catalog with well thought out service levels and appropriate pricing can greatly help to control IT costs. Measuring and reporting on these services can help bridge the gap between IT and the business.