Service Desk Self-service with Support Automation and On-demand Training

Technology change continues to accelerate; bringing with it new capabilities arising from areas such as big data, cloud, consumerization, mobile, and social. Simultaneously, the pace of change for businesses is also accelerating, driven by demanding consumers, new competition, globalization, economic factors, and not to mention changing regulations. The combination of these forces are leading business areas to relentlessly pursue faster time to market, looking to take advantage of new market opportunities, and greater autonomy to select, design, and implement their own solutions satisfying their own needs. The new business is demanding faster decisions, minimizing coordination overhead without losing benefits, and greater flexibility to change direction and pursue opportunities as their organizational strategy changes. Organizations that exhibit these qualities are delivering greater market and business success and he organizations that don’t will lose out to those who do. As all these business and technology changes intersect in IT, IT sees the challenge of continuous change as it seeks to balance the goals of responsiveness to business and control of risk.

This session will explore the intersection of the forces of change , their impact on your, your roles and how the new knowledge worker will demand the delivery of capabilities and how your ITSM implementation will change.

*All Attendees will be eligible for 1 PMI PDU.

Join Andy Jordan, Research Analyst, Projectmanagement.com as he discusses five key recommendations that organizations should apply to their Agile processes based on an extensive recent survey of Agile practitioners. By attending this session, you will learn about trends in the evolution of Agile and how you can deliver the full potential of Agile for your organization.

Other topics include:
• Review of the results from the Projectmanagement.com industry research report “The Agile Evolution”
• Discussion on why the ability to demonstrate alignment between Agile execution and the achievement of business benefits is essential to success
• Recommendations for project professionals as they implement or enhance Agile within their own organizations
• Discussion on the future of Agile

All attendees will receive a copy of Andy Jordan’s latest industry research report “The Agile Evolution”.

*All attendees will be eligible for 1 PMI PDU.

Too often, new product development is driven by guesswork, assumptions or the loudest customer or senior staff member. As a result, many new products that make it to market don’t deliver the sales, customer value or business benefits they should. Join David Werner from CA Technologies and Pamela Soin, Senior Manager at Kalypso to learn how your organization can leverage established best practices to make sound product investment decisions. Learn how to use industry-proven evaluation criteria to identify the product investments with the best potential value for your customers and your business. Hear techniques you can use to build products that meet market needs, achieve financial objectives, and advance your business strategies.

Pamela Soin is a senior manager with Kalypso, focusing on portfolio and pipeline management for new product development. Pamela serves clients in the life sciences, discrete, high tech and CPG industries. Her main expertise is coaching organizations to build results-focused innovation processes, tools and cultures. Her other areas of expertise include strategic road mapping, IP commercialization, PLM & product data management, and lean manufacturing.

Trying to balance genuine, short term needs and long term aspirations? Have you reconciled the full capabilities of your PPM technology with what your organization really values and can realistically adopt? Can you quickly deploy one solution that satisfies both business and IT needs and delivers increasing value over time?

We’ll share lessons learned from 100’s of engagements, highlight common mistakes and provide you with best practices to help you get started.

All attendees will be eligible for 1 PMI PDU.

Join Project and Portfolio Management (PPM) expert, Nadeem Malik from CA Technologies, as he discusses the fastest, most cost effective method to receive immediate PPM benefits without the traditional PPM price tag. Learn why some organizations can benefit by adopting a SaaS-based PPM solution and how they can leverage centralized, real-time project and resource management, as well as cost and time tracking with CA Clarity® PPM On Demand CODE 50.

CODE 50 answers the needs of organizations across the globe by providing essential PPM features with future scalability into the robust CA Clarity PPM platform. Attend and learn how to get started today!

Portfolio management is something everyone says they need, but few use it to its fullest potential; too often it’s tactical and too narrowly focused. Planning is reduced to annual budget cycles rather than strategic investment, emphasizing time over value, bogging down the demand pipeline, making it impossible to pivot when high value work is needed. This elemental disconnect frustrates business executives, IT and product organizations alike because they cannot effectively trace costs to value. Product and project teams are continually faced with bottlenecks caused by a combination of constrained resources and unforeseen dependencies. Companies are trying to combat this, but they’re not holistically; they are interested in business process and capability management, but not always linking it to planning and execution processes. They are trying to adopt Agile but in isolated projects. This tension is creating a culture shift that is forcing companies to fundamentally change the way they plan and execute. The next generation of portfolio management must be holistic, a combination of approaches and supporting technology that marries long term vision while optimizing work in ways that supports flexibility without incurring unnecessary risk.

This presentation discusses the cultural shifts, current technology trends, and future opportunities for companies to use portfolio management to its greatest potential in order to plan strategically while managing the flow of work in a way that promotes flexibility and predictability in order to achieve greater value.

*All attendees will be eligible for 1 PMI PDU

Join Project and Portfolio Management (PPM) expert, Nadeem Malik from CA Technologies, as he discusses the fastest, most cost effective method to receive immediate PPM benefits without the traditional PPM price tag. Learn why some organizations can benefit by adopting a SaaS-based PPM solution and how they can leverage centralized, real-time project and resource management, as well as cost and time tracking with CA Clarity® PPM On Demand CODE 50.

CODE 50 answers the needs of organizations across the globe by providing essential PPM features with future scalability into the robust CA Clarity PPM platform. Attend and learn how to get started today!

Organizations are good at managing hardware assets, but when it comes to software, there is much room for improvement. This session will dive into the complexities of managing software assets. It will discuss the challenges, best practices, emerging industry standards that we all need to pay attention to, and how technology is evolving to make this problem area easier to manage.

Successful Agile adoption involves far-reaching changes at the individual, team, and organizational level. This session will help you define and plan a successful agile change management program and prepare for the transition, laying out the full scope of what it takes to adopt Agile to those who are responsible for devising and implementing the transformation. Participants will gain an understanding of the real-world challenges and problems they will face and the steps they should take to address them. Stakeholders will become familiar with the key elements of a successful Agile adoption program, including business case definition, adoption program elements, managing the organization change, measuring success, and sustaining the results. Special emphasis will be given to how to implement and scale Agile for larger organizations, including scaling strategies such as the rolling wave and train-the-trainer programs.

Crear, mantener y desarrollar una PMO es fundamental para las organizaciones basadas en proyectos que busquen elevar su nivel de madurez y poseer una visión completa del Portafolio de Proyectos. Lograr el éxito en la gestión de proyectos, programas y portafolios requiere de la utilización de una variedad de soluciones y servicios tecnológicos para la definición e implementación de mejores prácticas para la PMO, teniendo como objeto el alinearse mejor a los objetivos estratégicos, aumentar la tasa de éxito de los proyectos, optimizar la utilización de recursos, responder mejor a la demanda y entregar mayor valor a la organización.

Esta conferencia, en idioma español que acredita 1 PDU del PMI, detallará como optimizar procesos y mejores prácticas para completar proyectos con valor, tiempos, riesgos y costos predecibles y manejables.

Demands on your organization’s resources have never been greater. The need for fast time-to-market, quick features, and iterative development are universal challenges that everyone is facing. But, how do you protect your investments, give executive visibility, and balance your resources across all work as you try to adopt agile development? In this webinar, you will learn best practices on managing a hybrid development organization and learn from industry leaders tips and tricks on what works!

With this presentation from CA Technologies, you will be able to better equip your team with tools, processes, and even successful change management approaches for agile adoption.

Join us for this webcast as Eric Feldman, Sr. Principal Product Marketing Manager, CA Technologies highlights what you need to know about using metrics to plan, build, and run services, and why this is important for any IT environment. Learn how different industries use metrics to measure business capacity as well as practical tips and tricks to identify the cost of providing services to enable the business to understand their own consumption rates.

Other topics will include:
• IT Financial Management industry trends
• What is required to provide a working cost model
• Review standard cost allocation methods
• Practical steps and definitions for providing financial insight and transparency

Is there anything new under the sun? CA Nimsoft Service Desk provides a new paradigm for Service Management. It delivers essential, end-to-end Service Management in a powerful but flexible solution. The focus is less on the toolset and more on how that toolset helps the support organization achieve its objectives. Driven by the convergence of several trends in the IT Service Management market, the core principles of CA Nimsoft Service Desk include Software-as-a-Service (SaaS) delivery, easier implementation and maintenance, “pragmatic” ITIL, usability, collaboration and lower total cost of ownership.

Ian Power, has worked for CA Nimsoft for over 18 months, specializing on CA Nimsoft Service Desk. Previously he worked for a Service Management Implementation partner for 4 years where he did Pre-Sales, Process Workshops, Project Scoping, Implementation and Project Management. He has also worked in Technical Support and Help Desk roles in the Financial and Consumer Electronics industries.

Ian has lost many illusions about Service Management in the place where ITIL meets the real world but still believes a correctly chosen, properly implemented toolset can add massive value to an organisation.

Ian once scored 52 goals in a single season and compered a rock concert. Apart from that he is terribly ordinary.

In today’s economic climate, businesses need to be smarter about how they govern investments in new initiatives and sustain their existing project and application portfolios. Reducing or eliminating investment in non-strategic projects and resources enables businesses to both simplify and focus attention and investment on delivering innovations faster and with more agility, accelerating delivery of IT services to the business.

Join this webcast to learn how CA Technologies’ solutions provide business leaders portfolio management capabilities to collect all requests for new services and projects, make improved decisions regarding how to invest, and best optimize the service and product portfolios based on costs, risks, business value and compliance.

Service delivery organizations tend to dedicate a significant portion of their software budget to solutions that manage the “up-to -the-minute” operations such as network monitoring, application monitoring, and other infrastructure monitoring solution. That being said, one of the most important areas for automation, the contractual service level agreement, is often neglected which can put an IT organization out of alignment with business priorities.
Misalignment is both risky and expensive. It opens up organizations to labor costs, unwarranted legal and compliance risks, and even financial penalties so it is no wonder that ROI studies in this area often produce extremely high results when these issues are taken into consideration.

Join this webcast to learn about the cost, risk avoidance, and operational benefits that can be derived by automating contractual service level management.

CA Service Desk Manager es una solución versátil y completa de soporte de servicio de TI diseñada para proporcionar al usuario final una asistencia técnica de gran calidad a través de una estrecha integración con los procesos de gestión de incidentes, problemas, conocimiento, activos de servicio y configuración.

CA Service Desk Manager permite evitar interrupciones en el servicio, gestionar mejor los riesgos vinculados al cambio y proporcionar una visión completa de los servicios de TI. Actúa como un único punto de contacto para todos los usuarios, acelera la restauración del servicio y permite gestionar eventos futuros para que no afecten de forma negativa a los servicios de la empresa.

As IT focuses on providing better, more direct support to the “business of business,” the importance of what is offered as services grows dramatically. The construct of a “Service Offering” needs to reflect the business value as something end-users will request to, subscribe to…or simply “DO.” Understanding that the Service Offering is a managed construct is, of course, important. Understanding both the total cost of the service and the value is important. Understanding the relationship of the Service Offering to considerations like tenancy and role is important. Learn how the Service Catalog becomes a critical business enabler across the IT supply chain, but only if we get the “Service Offering” right!