Service Management Insights - CA Technologies

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.

Doing the right things in a dynamically changing business environment with old acquaintances like cost reduction, improvement of quality and efficiency and new opportunities like Virtualisation, Software as a Service and Cloud Computing obviously requires more and better strategic planning instruments.
Service Portfolio Management seems to be the answer, but it means different things to different people. ITIL Version 3 introduces a Service Portfolio Management Process. How can this help to improve strategic planning and align IT with the business? How does it integrate with IT Service Management? What does it take to implement Service Portfolio Management?

When looking at what services you need to invest in for the future prosperity of your organisation, how can you be sure you are make the right decisions? How can you make better more informed decisions about insourcing or Cloud sourcing your services? And how can you smoothly transition from one service to another? Join Rod Bridgman Principal Consultant at CA Technologies to explore these issues and how to resolve them.

Reducing call volume and improving first contact resolution rate are important for customer satisfaction. Every organization should make a serious effort to address this in their Service Desk. In this webinar Rama Varsani will share how you could successfully improve internal IT achieving these goals by focusing on self service adoption, knowledge management, and improving Problem Management.

Service Level Management is too often seen as an ‘optional extra’ for organizations. However, the business model is changing for astute enterprises, mandating the need to become more SLM centric for business service providers and receivers with ‘the Cloud’ in mind …this short webinar will investigate the drivers for this phenomenon and what can be done to deliver effective SLM rapidly.