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Service Catalog – A Practical Approach to Design & Implementation

Mike Kyffin, Technical Business Consultant, Cherwell Software
This service catalog webinar will help attendees to clearly understand:
•The purpose of service catalogs
•Service catalog definitions
•Approaches to their design and practical implementation

Join presenter Mike Kyffin, Technical Business Consultant at Cherwell Software in this live webinar. As the former Global Service Desk Manager for Dolby Laboratories, Mike was responsible for the planning and delivery of their corporate service catalog. Mike now uses this practical experience to help companies on a day to day basis with their service catalog design and requirements.
Nov 16 2011
46 mins
Service Catalog – A Practical Approach to Design & Implementation
Service Catalog Service Service Management ITSM
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  • IT Asset Management vs. ITIL Configuration Management Jul 18 2013 8:00 pm UTC 45 mins
    George will clarify the difference between Asset Management and Configuration Management. The terms Assets and Configuration Items are often confused with one another. Asset Management and Configuration Management are in fact two separate concepts that should not be interchangeable although they are complementary. The asset lifecycle process starts with procurement and ends with retirement or disposal of the asset. Thus, Asset Management compliments and uses a sub-set of the data within the Configuration Management System (CMS) to manage the lifecycle of procure-to-retire or “cradle-to-grave” management of discrete IT assets.

    Other integrations include:
    · The Change Management authorization
    · Service Catalog / Request Fulfillment (order – provision)
    · Service Costing
    · Contract Management
    · Software license management

    Don’t miss this opportunity to better understand from George, best practice for both these key capabilities.
  • Asset Management – the Forgotten ABC’s Jul 18 2013 6:00 pm UTC 45 mins
    Many people in IT have been in a technology environment their entire careers, and have never seen the inside of a manufacturing facility, distribution warehouse, or inventory stockroom. This session will cover basic strategies and techniques for achieving significant savings and control in managing IT assets, leveraging best practices from our less-technical counterparts on the business operations side of the house.

    Concepts covered include:
    • The “ABC” concept of Inventory / Asset Management
    • Business best practices applied to IT Asset Management policies for Planning, Identification, Control, Status Accounting and Verification of Assets.

    Dwight Stewart is a Managing Consultant in the IT Strategy and Design practice at IBM with over 30 years of IT experience. He is an ITIL v3 Expert, and has delivered numerous Configuration Management and Asset Management process assessments, design, and implementation engagements.
  • Extending "Desktop" Support for Today’s Mobile Assets Jul 18 2013 3:00 pm UTC 45 mins
    With the popularity of remote working, using smartphones and tablets for work, and BYOD programs, traditional “desktop” support has become quite complex. Today’s IT organizations are challenged to provide end-to-end support—from software distribution and patching to asset management and incident support—for a wide variety of devices and platforms located around the world, both on and off their networks. In this session, you will learn best practices and new technologies for:

    · Managing the full lifecycle of computing devices—including servers, PCs, mobile devices and more—from deployment to retirement.
    · Improving service quality and time to resolution.
    · Eliminating travel time and expense, shipping costs and labor to repair remote systems.
    · Enhancing service desk satisfaction and reduce IT staff costs.
  • Automated IT Asset Management, Inventory and Reporting Jul 18 2013 1:00 pm UTC 45 mins
    If you’re an IT administrator, you have to manage an ever growing IT estate without enough IT staff. To respond in a timely manner and effectively manage this growing environment, you need comprehensive IT asset management software and hardware inventories of servers, workstations, mobile devices and applications on the network.

    This task increases in difficulty as the network expands beyond the walls of your organisation to multiple remote locations. This environment is virtually impossible to administer without IT asset management and reporting automation.

    Join this webinar and gain insight on how an effective IT asset management solution can help save your organisation time, money and headaches. Learn more about how you can:

    - View and manage the network efficiently from anywhere at any time
    - Gain access to any computer server and troubleshoot any issue from your office
    - Know at any time, exactly what software is running on the system, when the system was installed, when the license expires, its OS version, the latest security update installed, how much memory or capacity it had and so forth… down to the smallest detail

    Chris Brightwell is Senior Engineer at Kaseya and has more than 14 years of IT experience. He has previously worked for Symantec and 2e2.
  • Minimize Your Legal Risk, Optimize Your License Investments: Oracle Case Study Jul 18 2013 12:00 pm UTC 45 mins
    What does Software Asset Management mean to an enterprise organization? Let’s take a look at the challenges and opportunities, what processes are involved in a successful control of the license purchases vs. software deployments and what benefits can result from applying best practices supported by efficient tools.

    HP has a unique offering, that goes wide, supporting all ITAM processes, and deep, embedding tens of licensing rules and advanced reports. HP allows its customers to quickly address software compliance issues, while accompanying them in the move to the next steps of maturity, for instance, automating a P&L approach in the Management of IT services.

    In this webinar we will show you how HP solutions: HP Universal Discovery and HP Asset Manager, allow you to efficiently track the hardware and software inventory and reconcile in an intelligent way the deployments to the licenses entitlements, applying out of the box best practices for hundreds of titles and versions. Finally, going through an illustrated oracle compliance use case on a cluster infrastructure, showing how Universal Discovery can retrieve LMS verified data and Asset Manager report on software compliance, analyze license liability and suggest optimizations in the Oracle infrastructure.
  • How to implement SAM Jul 18 2013 11:00 am UTC 45 mins
    Software Asset Management (SAM) should be considered a key ITIL process. It can save you money and protect you from both legal and reputational risk. Forrester & Gartner both have calculated a ROI on SAM in terms of months.

    This presentation will take the audience through implementing SAM, hits and tips to make the process work and provides guidance on avoiding common pitfalls.
  • Software Asset Management (SAM) - The First Ninety Days Jul 18 2013 10:00 am UTC 45 mins
    This session provides an introduction to key concepts, business drivers and how to get started with Software Asset Management (SAM).

    Martin Thompson is an independent software industry analyst, SAM consultant and founder of the ITAM Review and ITSM Review.

    The presentation will highlight how to prioritize SAM tasks and avoid common implementation mistakes. Martin will also demonstrate how to progress beyond license management as a tactical campaign to a build a lasting SAM practice for your organization.
  • Steps to Building your EMR Change Management IT Strategy Jul 17 2013 3:00 pm UTC 45 mins
    Solidifying a strategy for Electronic Medical Records Change Management can be a daunting and complex endeavor. Learn how to increase advanced technology adoption, to reduce implementation failure and to improve the clinical quality and business performance of healthcare organizations.

    Join us for this webinar addressing the criteria for building a successful EMR Change Management IT strategy with insight on best practices and workflow design.

    Attend and learn:
    * Top challenges facing Healthcare CIOs
    * Key IT strategic requirements for EMR
    * Steps to a successful EMR IT Strategy
    * Customer Success: How a large hospital deployed EMR Change Management
    * Benefits of an IT partnership with FrontRange and TrustPoint
  • Wi-Fi Optimization: Every day, another 4 million devices are activated. Ready? Jul 17 2013 2:00 pm UTC 45 mins
    The mobile enterprise challenges are mounting: enabling users simple and secure access to the network, ensuring applications run smoothly, and building sufficient capacity to handle unpredictable usage and future growth. A superior level of Wi-Fi design is now required—something shown lacking by a recent Gartner report: “By 2015, 80% of newly installed wireless networks will be obsolete because of a lack of proper planning.” A clear indication of the problem is that a typical wireless user is provisioned with less than 5% of the bandwidth of a typical wired user. Wi-Fi Optimization includes designing for: the user, device, application, spectrum and capacity. This session will examine critical design components to ensure predictable performance, even under heavy loads.
  • Adding Value to your ITSM Organization: Empowering IT Leaders Jun 27 2013 5:00 pm UTC 45 mins
    No matter what your level in your corporate hierarchy – you can motivate those around you; not just your subordinates but also your peers and even your boss. If you have a passion for the work you do, then no doubt you want your organization to succeed. It is possible for you to be an agent of change – no matter what the culture you're immersed within and the barriers you THINK are in the way. We'll examine:

    · The difference between "Designated Leadership" and "Self-Empowered Leadership"
    · The leadership qualities that are truly essential to be an effective "Self-Empowered Leader"
    · "Leadership" activities v "Management" activities
    · Typical types of culture & behaviour to be found in ITSM organizations
    · How to influence others to succeed

    At the end of this session you will be able to return to work and make yourself – and those around you – more effective, successful and valuable to your ITSM organization.
  • Getting Back on Track: How Strategy Creates Agility and Alignment Jun 27 2013 4:00 pm UTC 45 mins
    IT organizations are being pulled in many directions. One side, IT is try to embrace big data, mobile first, cloud computing, and security. At the same time, IT is expected continue improving service levels, cutting costs, and maintaining quality. How do we balance all of these expectations while remaining nimble and efficient?

    Four Key Take Aways:
    1. Understand what a strategy is and how to use it to align to the business
    2. How to evaluate if you are creating alignment or driving disruption
    3. Learn how concepts like "DevOps" can improve execution
    4. Discover new ways to deploy automation for productivity improvements
  • How to Recover from ITSM Inertia Jun 27 2013 3:00 pm UTC 45 mins
    Over time a company’s ITSM capabilities can become siloed and spread out over many different tools that don’t work together. This leads to slow and inefficient processes using incomplete or inaccurate information.

    This webinar will look at how unified endpoint management and your control desk can work together to integrate processes and data to lower costs and deliver more effective ITSM. See how real-time visibility of your environment can give you the information you need for effective decision making. Learn best practices for effectively controlling all endpoints from desktops to smart phones to servers. Then see how automation can bring everything together to improve end user satisfaction and lower costs. These insights will provide the catalyst needed to advance your organization to the next generation of ITSM.
  • Let’s Reset IT: Using ITSM to Change the Game Jun 27 2013 2:00 pm UTC 45 mins
    Moving IT from “In Response” to “In Control” requires IT to perform a cultural reset. As an industry, our concerns about security and stability sometimes cause us to isolate ourselves from business change, rather than being the ones that bring innovation into our company to give it a competitive edge. It’s time for a cultural reset in IT.

    This presentation will look at the culture-induced disconnect between IT and the business. Taking advantage of some “best of breed” IT tools and ITSM best practice can help IT change its game, without sacrificing the control IT needs to secure the enterprise. Opportunities like cloud computing, mobile device management and automated fulfillment will be discussed in context of helping IT to deliver innovative solutions to the business. Listeners will leave this session empowered to begin tackling some of today’s biggest challenges.
  • Texting. Smartphones. Tablets. Oh my! Business Communications in a Mobile World Jun 20 2013 8:00 pm UTC 60 mins
    A lot has changed in the way we communicate for business. A decade ago, most organizations had employees who came to the office every day, used desktop computers and desk phones, and stopped communicating for work when they went home.

    Today, people communicate for work anywhere, anytime, and on any device. Per Forrester, sixty-six percent of employees use two or more mobile devices for work. And according to Frost & Sullivan, nearly 25 percent of employees work from home or the road. What’s more, the desk phone is not the only business device. Based on a RingCentral survey, 35 percent of employees are using their mobile phones for work even when they are in the office. And nearly 80 percent of employees text for business, with 32 percent reporting that they’ve even closed a business deal via text.

    Even with these undeniable business behavior changes, the vast majority of companies haven’t optimized their communications infrastructure for mobile workforces or BYOD.

    Join this webinar to get ahead of the pack and learn the benefits of a cloud communications solution that supports the new world of work.

    •Understand the trends driving mobility and behavior changes in the work place, with Melanie Turek, VP of Research for Enterprise Communication & Collaboration, Frost & Sullivan.
    •Get the real story from a business that has addressed their mobility needs first hand from Adam Fishman, director of growth and operations for Lyft, a community ride-sharing service.
    •Hear how a cloud communications solution is addressing several challenges businesses face in the new work world from Nisha Ahluwalia, VP of product marketing at RingCentral.
  • Mixed Workloads: The Real Killer of Application Performance Recorded: Jun 13 2013 42 mins
    Over 75% of the application performance problems exist today because of poor performing storage in either IOPS, bandwidth or latency. Achieving ideal storage performance becomes a greater challenge the more diverse and complex the workload, which can ultimately bring storage performance to its knees. Many flash array vendors claim to solve application performance challenges, yet few can keep their performance promises with today’s demands on storage.

    In this webcast, we will discuss real world mixed workload requirements for applications focusing on two common use cases – virtualization and SAP. The lessons learned will be valid for all business critical applications. We will focus on how to test mixed workloads and what results to look for from a high performance SSD storage.
  • Adapting ITIL Release and Change Management for Agile and DevOps Recorded: Jun 13 2013 42 mins
    ITIL describes good practice processes, methods, and techniques for release management. However, these are largely based on how we used to deliver software. Agile development methods, including concepts such as continuous delivery, and the supporting concepts of DevOps, can seem at odds with ITIL good practice. This session will show you how ITIL Release and Change management can be effectively adapted and applied to support Agile and Devops, so that you get the best from both.
  • How Mature is your Change, Configuration and Release Management? Recorded: Jun 12 2013 49 mins
    Beverly Weed-Schertzer is an ITSM professional with 20 years experience in the industry. Her focus is business improvement specializing in areas of IT Service Management, Support Services, Infrastructure Management, and implementing Best Practice methodologies (ITIL, ISO, CoBIT)

    Join Beverly in this webinar as she covers:

    - How to assess and prepare infrastructure changes in a last-ditch effort to make sure things don’t get messed up, limits strategic business value; A more mature “middle ground” process approach is a better way to move upstream to improve what's flowing downward stream
    - Learn how to mold and unite the Change, Release & Configuration processes as a whole
    - How to be mature about Change, Release & Configuration Management
  • The Power of ITIL: Service Asset and Configuration Management Recorded: Jun 12 2013 45 mins
    Service Asset and Configuration Management (SACM) is arguably the most difficult process to successfully implement. The presentation will cover in some detail the theory, its translation and the practice of implementing SACM as two separate processes (ITAM and SACM).
  • Changing Change Management: A Case Study Recorded: Jun 12 2013 47 mins
    Jalasoft is a fast-growing software development and IT education company. Because of their rapid growth, Jalasoft faced a fast-growing IT environment but had IT budgets that were not keeping pace. As a result, their ability to manage their increasingly complex environment with existing tools, processes, and resources presented a real challenge to their business. Sound familiar? Jalasoft turned to innovative SaaS provider ITinvolve and the power of social knowledge collaboration to help them harness the collective knowledge of their organization so they could support company growth without scaling IT resources to match. With ITinvolve, they gained much better visibility into their IT environment and have reduced failed changes by 70% and can now get new employees fully productive in half the time!

    Attend this webinar to learn more about Jalasoft's experiences and the other tangible benefits they have received by using ITinvolve.
  • The Heart of the CMDB: Realizing Value through Relationships Recorded: Jun 12 2013 48 mins
    It's no secret that configuration management and a CMDB are difficult to implement. But a good CMDB has the potential to become the heart of an IT organization, making value visible through a network of relationships.

    Join ITSM Specialist and CMDB practitioner Mark Kawasaki as he outlines a simple plan for implementing a CMDB, while avoiding the most common mistakes that cause organizations to fail. He will also discuss the heart of the matter: how to get the real Value on Investment (VOI), by using the CMDB to connect IT to Business Value in real ways every day. Mark will share real-world examples from Emory University's approach to Configuration Management, how they modeled and implemented a CMDB, and how they brought the IT community together to make it work.
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  • Live at: Nov 16 2011 10:00 am
  • Presented by: Mike Kyffin, Technical Business Consultant, Cherwell Software
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