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Cherwell Software

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  • The Future of ITSM: The Rise of Automation, Agile, and the User Experience
    The Future of ITSM: The Rise of Automation, Agile, and the User Experience
    George Spalding, VP, Pink Elephant and Chuck Darst, Senior Product Marketing Manager, Cherwell Recorded: Apr 11 2019 57 mins
    "Digital Transformation” is one of the most popular action items IT leaders are tasked with today. The goal is to keep pace with customer demands in order to compete in a constantly changing economy. In order to support evolving technology, ITSM has progressed from reactive to proactive, in some cases utilizing pattern recognition in the form of predictive analytics (Big Data) to bypass the need for human intervention.
    Join us on this webinar to learn why taking this a step further and integrating Lean, Agile, and DevOps into your delivery system will help you achieve business value -- better services, delivered faster, and for less cost.

    Guest Speaker:
    George Spalding, Executive Vice President, Pink Elephant

    Cherwell Speaker:
    Chuck Darst, Senior Product Marketing Manager, Cherwell Software

    About George:

    One of North America’s most insightful and engaging ITSM and support experts, George is an ITIL® expert with more than 30 years’ experience in the IT industry and co-author of the ITIL V3 Continual Service Improvement core volume. George spent several years as a consultant to the White House on technical presentations and conferences. He also coordinated technical presentations for members of the President’s cabinet, the Smithsonian Institute and the Federal Bureau of Investigation. A regular author of IT articles and white papers and a sought-after presenter at global ITSM conferences and webinars, George’s winning personality captivates audiences, be it in print, over the airwaves or in person.
  • ITIL 4: Creating an Integrated Value Chain Among Dev, Ops and the Service Desk
    ITIL 4: Creating an Integrated Value Chain Among Dev, Ops and the Service Desk
    Troy DuMoulin, VP, Pink Elephant and Matt Klassen, VP of Product Marketing, Cherwell Software Recorded: Mar 26 2019 56 mins
    As IT teams look to create higher velocity and improved speed to market, they are recognizing the need to integrate various specialized domains that traditionally operated as silos.

    Until the recent release of ITIL 4, best practice frameworks covering ITSM, Software Development, Project Management, and others have not helped in this regard, as they each focused on their own area of specialization, with little to no direction on how they integrate.

    Come to this informative webinar to hear Troy DuMoulin, VP at Pink Elephant, and Matt Klassen, VP of Product Marketing at Cherwell, discuss new guidance offered by ITIL 4, including:

    •How the ITIL 4 service value chain provides an integrated model
    •How different types of demand follow different value streams
    •How ITIL 4 elevates the importance of service relationship management
    •How the service desk plays a key engagement role
  • ITIL 4 is Here! How to Apply Service Value Chain Guidance for Maximum Impact
    ITIL 4 is Here! How to Apply Service Value Chain Guidance for Maximum Impact
    Stephen Mann, ITSM Analyst and Matt Klassen, VP of Product Marketing, Cherwell Software Recorded: Mar 19 2019 59 mins
    The newly-released ITIL update, ITIL 4, does away with the ITIL v3 service lifecycle that was based around the five elements of service strategy, design, transition, and operation, plus continual service improvement (CSI). The ITIL 4 service value chain offers a new approach to managing services within IT that transcends traditional silos and drives significant benefits to the business.

    In this ITIL-4-focused webinar, Stephen Mann of ITSM.tools and Matt Klassen of Cherwell will discuss the most significant changes to ITIL v3, including:

    •An overview of the ITIL 4 service value chain, what it includes, and how it differs from v3
    •Guidance for applying the ITIL value chain to IT, and the benefits of doing so
    •How the ITIL value chain can be applied to other areas of the business to support enterprise
    service management or digital transformation strategies
  • ITSM & Cloud Management: Meeting the Need for Speed, Visibility, and Governance
    ITSM & Cloud Management: Meeting the Need for Speed, Visibility, and Governance
    Matt Klassen, VP of Product Marketing, Cherwell and Michael Euperio, Director of Cloud Alliance Technology, Cherwell Recorded: Mar 14 2019 46 mins
    Cloud computing continues to grow at an astounding pace, and as a result, IT teams find themselves getting bogged down with manual cloud administration. Furthermore, many organizations struggle with governance of their hybrid multi-cloud environments, leading to potential downtime, longer time to resolution, and spiraling cloud computing costs.

    In this webinar, Matt Klassen, VP of Product Marketing and Michael Euperio, Director of Cloud Technology Alliances at Cherwell, will explore how leading IT teams are using ITSM systems and practices to:

    · Automate provisioning and governance of the multi-cloud environment to improve cloud user experience

    · Create more controlled and productive IT environments

    · Accelerate cloud migration, minimize cloud computing waste, and create more reliable
    computing environment.
  • What’s New in ITIL 4? Key Changes, Implications, and Practical Guidance
    What’s New in ITIL 4? Key Changes, Implications, and Practical Guidance
    George Spalding, EVP, Pink Elephant Recorded: Feb 28 2019 55 mins
    ITIL 4, the latest version of the most widely adopted ITSM framework, has been released! This version integrates DevOps, Agile, and Lean IT principles for a holistic end-to-end systems approach.

    Pink Elephant, well-known for ITIL training and certification, has played an integral role in ITIL and IT service management over the past 30 years. The ITIL experts from Pink Elephant have been at the forefront of ITIL’s evolution since its inception, and are now playing a significant role in the development of the latest version, ITIL 4.

    Join George Spalding, EVP, Pink Elephant, 20-year ITIL veteran, who has been working with ITIL 4 since early last fall and who co-authored the ITIL V3 Continual Service Improvement volume, for an inside look at this most recent ITIL release.
  • Why Traditional ITSM Metrics Will Fail in 2020—And What to Do About It
    Why Traditional ITSM Metrics Will Fail in 2020—And What to Do About It
    Stephen Mann, ITSM Analyst and Matt Klassen, VP Product Marketing, Cherwell Recorded: Feb 19 2019 60 mins
    Industry best practices provide IT service desks a wealth of metrics to adopt, and benchmarking data offers guidance on the KPIs to employ. These have both remained virtually static for the last decade or longer. However, a growing reliance on IT services, a rapidly changing technology landscape, and demands that the service desk shift from a cost center to a value center, is forcing IT leaders to re-think and re-define traditional KPIs and metrics. Those who remain complacent in this respect will almost certainly fail to deliver the outcomes the business demands.

    In this webinar, hosted by ITSM analyst, Stephen Mann, and Cherwell’s Matt Klassen, you’ll learn:

    • How the evolving workplace and employee expectations are driving the need for new KPIs
    • Why the adoption of self-service, automation, and AI require further changes to your measurement philosophy
    • Metrics you are using today that will no longer be relevant in three to five years
    • Tips for developing a new portfolio of metrics that will position you for future success
  • 5 Tips for ITSM Metrics That Drive Superior Business Outcomes
    5 Tips for ITSM Metrics That Drive Superior Business Outcomes
    Stephen Mann, ITSM Analyst and Matt Klassen, VP Product Marketing, Cherwell Recorded: Feb 5 2019 60 mins
    Thanks to your organization’s growing reliance on IT services, the importance of your IT service desk has never been greater. However, in order to deliver on ever-increasing expectations, and to maintain a seat at the table, your service desk needs to up its game. But where should you focus your improvement activities?

    The answers are held within your IT service desk’s performance management system and metrics. In this webinar, hosted by ITSM analyst, Stephen Mann, and Cherwell’s Matt Klassen, you’ll learn:

    • The most common issues associated with traditional ITSM KPIs
    • The impact of business changes on service desk metrics
    • How to assess the suitability and relevance of your current portfolio of metrics
    • Practical tips for defining and aligning KPIs to meet current and future needs of your organization
  • Top 3 IT Automation Use Cases that Bridge People, Process, and Technology
    Top 3 IT Automation Use Cases that Bridge People, Process, and Technology
    Jeff Battaglino Recorded: Dec 13 2018 30 mins
    Automation is changing the way we work and live. From self-driving cars to AI-powered virtual assistants, everyone is scrambling for the latest in automated technology.

    The immense pressure for digitized business operations leaves enterprise organizations searching for process automation that improves accuracy and speed, while transforming the customer experience.

    In this webinar you will experience three process automation use cases that will free-up staff to work on more productive projects, reduce human error, and provide faster, more efficient responses to incidents and requests.
  • The Evolving IT Service Organization - From Silos to Business Shared Services
    The Evolving IT Service Organization - From Silos to Business Shared Services
    Troy DuMoulin, VP, Research & Development, Pink Elephant Recorded: Dec 4 2018 62 mins
    Internal technology service providers are facing a period of major change and transition as they look for ways to support growing business demands coming from digital transformation, address technical debt, and find answers to the trend of increased use of shadow IT.

    These driving forces, as well as many others, are putting internal IT functions under intense pressure to rapidly transform their processes, culture, and technology platforms from a silo-based technology operating model to a shared services approach. This approach lowers variability, complexity, and risk to achieve greater scalability and improved cost.

    In this webinar, Troy DuMoulin, Pink Elephant & Matt Klassen, Cherwell will discuss the evolutionary stages that organizations follow as they move from a silo-based culture to a shared services model. Key takeaways from this session will include:
    - How organization establish process coherence in a complex supply model.
    - The role of a Service Management Office when establishing a shared service approach.
    - The transition from an IT shared services to a business shared services model.

    Guest Speaker:
    Troy DuMoulin
    VP, Research & Development, Pink Elephant
    ITIL 4 Lead Architect & Contributing Author

    Troy is considered by many to be one of the world’s foremost ITIL and ITSM experts and is a lead architect of the brand-new ITIL 4 certification scheme. A passionate and experienced executive consultant, Troy is always willing to use his extensive background to share what he knows and is always on the hunt for more knowledge. Troy is a frequent speaker at ITSM events, is an ITIL 4 contributing author, has contributed to several books based on ITSM and Lean IT concepts, and maintains a blog that is one of the industry’s most popular and informative.
  • IT Service Transformation: How to Make Work Flow Across the Enterprise
    IT Service Transformation: How to Make Work Flow Across the Enterprise
    Mike Johnson, Ryan Mulvaney, Mike Bollman, Pulin Bhatt Recorded: Nov 15 2018 59 mins
    As digital transformation moves from vision to reality, many organizations are still struggling with manual, disconnected processes. Gaps between systems, people, and functional groups stifle the cross-functional innovation needed to produce true transformation.
    IT teams that are leading the charge in the digital era are adopting solutions that integrate systems, automate enterprise-wide workflows, and offer a collaboration platform that transcends functional silos. They are automating key processes across IT, PMO, HR, Security, and Facilities.

    Join IT leaders for a discussion on creating a unified service experience, boosting productivity, and making work flow.

    Guest speakers:
    Mike Johnson, ITSM Administrator,Wendy's International
    Mike Johnson is the Primary ITSM Administrator and Developer for Cherwell at the Wendy’s International Corporate Office. Mike attended Ohio Wesleyan University and received a Bachelors Degree in Psychology with a primary focus in survey methodology and research based data collection. He has 6 years of experience with the Wendy’s brand and started out as a level one support technician. His other roles have included Data Analyst and Workforce Management Scheduler.

    Pulin Bhatt, Director of Client Services, University of Texas at Dallas
    Pulin Bhatt is the Director for Client Services in Office of Information Technology at University of Texas - Dallas. In his current role he oversees the Service Desk, Desktop Support, AV Technologies, Labs, and ITSM. In the past, Pulin has held various roles supporting End User Technology in different industries like Finance, Legal, and Corporate. Pulin holds an undergraduate degree in MIS and an MBA from Texas Tech University. Pulin is passionate about service excellence and bridging the gap between technology and those who use it.

    Ryan Mulvaney, Principal Consultant, Enterprise Service Management Practice, Business Forward

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