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IT Service Management

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The backbone of your IT infrastructure

IT service management forms the backbone of any forward looking IT infrastructure. Whether it’s the latest trends, techniques or strategies, the content in this channel will help you optimize your organization's IT operations.

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Why Capacity Management is Essential for a Cloud Strategy Marina Yesakova, Sr. Marketing Manager; Giuseppe Nardiello, Sr. Product Manager, BMC Software To realize the full benefits of the cloud, you must choose a cloud that fits your needs and supports your organization’s cloud workloads. In this webinar, we will discuss the results of a Forrester Consulting study that show why capacity management is essential to your cloud transformation strategy. You will learn how capacity optimization tools manage workloads in the cloud and help you:

• Gain visibility into capacity utilization at the resource, service, and business level.
• Support timely decision-making on IT investments.
• Increase agility, reduce IT costs, and minimize risks.

Learn how capacity management will help you understand and optimize your environment to support effective decision-making aligned to business priorities.
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Mar 26 2015
50 mins
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  • To realize the full benefits of the cloud, you must choose a cloud that fits your needs and supports your organization’s cloud workloads. In this webinar, we will discuss the results of a Forrester Consulting study that show why capacity management is essential to your cloud transformation strategy. You will learn how capacity optimization tools manage workloads in the cloud and help you:

    • Gain visibility into capacity utilization at the resource, service, and business level.
    • Support timely decision-making on IT investments.
    • Increase agility, reduce IT costs, and minimize risks.

    Learn how capacity management will help you understand and optimize your environment to support effective decision-making aligned to business priorities.
  • This webinar will show you how we used some specific tools and techniques to identify where problem management was failing and how a poor incident management process was the root cause.
  • Ineffective new product development (NPD) pipeline management is a condition that affects many organizations looking for sustainable results from their new product efforts. In most cases, organizations struggle to understand what the symptoms they experience are telling them about their pipeline, and how to focus their energy on initiatives that will make the most impact. In this webcast, CA and Kalypso will review the most common indicators of a faulty NPD process and help diagnose the causes.

    Attendees will learn:
    - The common pain points and symptoms that indicate poor NPD pipeline management
    - Why organizations experience these symptoms, and the underlying causes that produce these pains
    - How to tailor portfolio management principles to treat the symptoms of poor NPD pipeline management, including example that illustrates how portfolio management can drive sustainable results
  • Resolving an incident can be a complex process that takes a lot of time and many people. According to the 2014 State of On-Call Report, most teams report that it takes 10-30 minutes to resolve an incident and on average, 5 people are needed to help with resolution.

    But it doesn’t have to be that way. In this webinar, Jason Hand will present best practices and tips for surviving every stage of the firefight - from when an alert comes in to pulling reports after it’s over. Join us to see how we do it at VictorOps.
  • Continual Service Improvement (CSI) - Keeping it all together to make CSI thrive addresses the many elements that perish a CSI plan, program and process. Many organizations are struggling with maintaining an effective CSI process to implement improvements that align with the business priority, manages cost effectively and delivers value. Thriving in CSI addresses the most important elements to succeeding in CSI that are simplified shifts to making CSI work in your organization.

    • Addressing the complications, struggles and obstacles of successful CSI.
    • Setting up CSI with ITIL® is like setting up a store with no inventory.
    • The "PPTC"—People, Process, and Technology Connection to empower the organization to improve.
    • Ways to keeping CSI intact to make it thrive.
  • Mobile apps present a unique challenge for e-commerce merchants. Not only do they need to positively engage your customers, they must also generate revenue for your company. 

    So what keeps customers happy and coming back for more? Apps that support the on-the-go lifestyle and are engaging enough to keep users interested for the long term.

    In this webinar, 5 Tips to make sure customers transact with your app, we'll provide a clear roadmap for success that focuses on specific dos and don'ts, including:

    - DO NOT be insensitive to data privacy concerns
    - Do pay close attention balancing functionality with download speed
  • Why invest time, effort, and political capital to adopt DevOps and PaaS? Chris will compare PaaS capabilities and benefits against IaaS++ Clouds, and describe how tactically extending DevOps processes to Cloud environments accelerates business agility. During the last seven years, DevOps and PaaS have moved from curiosity to mandate. Do the disciplines have a clear future and obtainable payback, or will mainstream adopters become disillusioned by complexity and fragility. In this session, you will learn:

    •DevOps and PaaS capabilities and benefits
    •How DevOps and PaaS work together to accelerate software delivery
    •Today’s case study success stories
    •The future of PaaS and DevOps

    Chris Haddad is an industry thought leader, hands-on practitioner, and SaaS pioneer. Chris has led many successful startup software teams who used agile best practices, rapid iterations, and emerging architecture components to eclipse incumbent providers. He has advised Fortune 500, Global 2000 organizations, and valley startups on software strategies, roadmaps, and best practices. Chris has led the application platform and data management research teams at Gartner, and is an accomplished conference speaker (Gartner Catalyst, SOA Symposium, WSO2Con, and more) whose goal is to make you and your team successful. Chris has written for TechWell.com, OpenSource.com, InfoQ, and GigaOm.
  • A picture is worth a thousand words, so they say. So what type of picture do you have around your disciplines of incident and problem management? Can you see the trends? Can you identify areas for improvements in speed, costs and user experience?

    In this session we will discuss some of the results of shifting left and also skipping right to create a dynamic service environment based upon both industry best practices and actionable data.

    We will also look at some of the methods and improvements to the Edge SaaS ITSM tool that you can utilize to improve this strategic area of the service desk and IT operations management.

    Some of the topics we will cover include:

    - How to leverage templates to increase the speed of ticket creation
    - Proper alignment between services and SLAs
    - Using service notifications to improve messaging and brand
    - Creating a problem investigation from an incident
    - Developing a process around which incidents should become problems
  • Following a well-designed Incident Management process is crucial element of what is often referred to as the “Iron Triangle” for IT Service Management. In fact, this process “iron triangle” is “table stakes” for any IT organization—it is not a “nice to have”! Businesses expect their IT organizations to be able to consistently and effectively handle Incidents as well as Requests and Changes. Most organizations start their ITSM journeys by implementing the “iron triangle”, but because they’ve not taken the time to develop their Service Catalog, these critical processes are usually implemented from an IT perspective. So how could having a Service Catalog before implementing Incident Management help? Join Doug Tedder as he discusses five PDG (Pretty Darn Good) ways the Service Catalog enhances Incident Management.
  • Are you looking for best practices for integrating and implementing solutions more quickly and gaining control over spend, performance and risk? The IT4IT ™ Forum of The Open Group is working to establish open standards for managing the business of IT.

    The IT4IT Reference Architecture provides the missing link between industry standard best practices and technology solutions. It provides a foundation for the IT operating model and a blueprint for accelerating IT’s transition to becoming a service broker to the business.

    Come learn more about this holistic approach that spans the entire IT lifecycle, with an emphasis on IT Operations.

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