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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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Integrating UC and Customer Service in the Cloud to Improve Response Time Paula Bernier, TMC; Fabio Ramos, RingCentral; Steven Larsen, Zendesk In our always-connected business world today, customers expect instant and seamless communications. Come learn how companies of all sizes can decrease response times, increase agent productivity and improve customer satisfaction while reducing demand for IT support.

What attendees will learn:
- Trends in customer care and communications – expectations in our always-on world.
- Ways to offer consistent customer experiences across an array of communications mediums
- How to enable high-definition voice and video collaboration to users – even those on mobile devices
- Exciting new developments in integrated communications and customer
- Ability to streamline communications in the cloud
- How Zendesk and RingCentral integrations enhance customer satisfaction
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Apr 28 2015 3:00 pm
UTC
60 mins
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  • Live and recorded (1167)
  • Upcoming (22)
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  • In this session Troy will explain Lean’s major guiding principles, improvement methods and how they are practically used to enable ITSM- Continual Service Improvement.

    Simply put, Lean IT improvement methods focus on achieving customer value while eliminating wasted steps and optimizing process value streams. Or in other words, do more with less by preserving value with the least amount of effort. While ITIL does a good job of describing the concept of Continual Service Improvement, Lean takes it one step further to give you practical and repeatable tools to accomplish this important goal. Come to this session and you’ll walk away with an understanding of what Lean IT is and why you will never design or improve another process without considering it through a Lean Fit for Purpose, Fit For Use Lens.
  • Simply installing a new ITSM tool does not suddenly mature an organization or the processes they use. Achieving excellence in service management takes time, experience and learnings from others. Join Unisys and one of our Service Management Leaders, Royce Millet, of the Unisys Service Management Center of Excellence as we discuss this topic and dig into the Applied Service Management areas of Major Incident, Problem, Change and Request Management.

    Hear from a service practitioner just like you who has cultivated the tips, tricks and best practices that have been developed as part of Unisys world class service management operation.
  • "We have decided that we should adopt ITIL as a framework of best practices for managing our IT Services. But where should we start?"

    This webinar will help you to avoid undesirable situations and to foresee the main obstacles that you can expect when trying to keep the whole service lifecycle under control from the beginning. A set of simple recommendations will help you to effectively out in place the processes that will turn your IT organisation into a controlled environment according to the best practices described by ITIL.
  • Many organisations struggle to implement a successful ITSM program, with multiple attempts at the same issue being undertaken with almost clockwork like regularity every 3-4 years. But why is it so hard to implement an ITSM framework that delivers real business value? How does a Program Manager even approach this issue? Where is the checklist for implementation success?

    Join Peter Hubbard, Pink Elephant EMEA, as he maps out a structured approach to successful implementation of an ITSM initiative. He will discuss the considerations of which processes should be attempted first, the importance of the toolset, and, the one underlying area that is almost always neglected but is responsible for the failure of over 60% of all ITSM implementation projects; The people who have to work in alignment with the new world. And yes…. There will even be a checklist for implementation success.
  • The focus of many ITSM strategies and best practices is to supply excellent IT services to the business. So what's wrong with this? The problem is the 'supply' perspective. Unless the business has strategies and best practices for demand and use of IT services that complement the process for supply of IT services, it's like a car manufacturer providing cars for inexperiences drivers who also don't know which route to take. Enterprises get much more return on their ITSM investments by addressing the whole value cycle, and this presentation uses the BiSL framework to illustrate the parts that supply-biased approaches tend to neglect.
  • Have you ever tried to change lanes on a packed, fast moving highway and no one would let you in? Have you felt something was missing in your Service Management initiatives but didn’t know where to look? Too often Service Managers get “stuck” in a single framework, methodology or standard because the fast-moving pace of consulting and service delivery doesn’t allow for time to conduct the necessary research to find the essential information to fill that gap.

    This hands-on, action-packed presentation is filled with great information on ‘how to merge’ the Service Management highway and is delivered by well-known experts in Service Management, Mark Thomas and Suzanne Van Hove. The participant will interact with a real-life caselet and apply the developed Five Anchor approach to create an improvement plan based on the best information that COBIT®5, ISO/IEC 20000 and ITIL® can offer. Learn how to develop your own street view of the Service Management community by creating a robust and integrated improvement plan and walk away with the tools to help you deploy the technique in your own environment.
  • Service desk KPIs have evolved and matured significantly over the past two decades. Today’s service desks routinely track twenty or more KPIs, and the focus has shifted from tactical/operational metrics to the more strategic metrics of business value and ROI. In this session, you’ll take a journey through the past and explore twenty-five years of service desk benchmarking data. Attendees will learn about the most common service desk KPIs, changing averages in service desk performance, the evolution of KPIs, the holistic discipline of performance measurement and management, and what today’s KPIs tell us about the future.
  • HP’s new Automation solution offering for the mid-market is an excellent way for customers to manage their day-to-day tasks and operations with ease, all from a single virtual appliance.

    Register for this webinar to hear more about HP Data Center Automation Appliance and how the new virtual appliance combines HP’s market leading Data Center Automation strengths from HP Server Automation (SA) and HP Operations Orchestration (OO), into a production-ready virtual appliance that can be easily personalized.

    During this webinar we will also highlight key use cases behind the new virtual appliance, such as:
    • Powered change management using industry leading out of the box content
    • Process IT Operations made easy
    • Frontline defense (control access to servers as well as securing exploits or open server and application vulnerabilities in the datacenter)
  • The classic ITIL model includes a process function for SACM – Service Asset and Configuration Management, but what does SACM include? What is the scope of Configuration Management? What is the scope of IT Asset Management? Where is the overlap? What are the dependencies? Most importantly, how does ITAM strengthen ITSM and how does ITSM strengthen ITAM?

    - ITAM / CM Information Consumers and Providers - The 5-box model
    - When is a single instance of hardware or software an asset? A CI? Both? Neither?
    - What informational attributes provide value for the IT asset? For the CI?
    - Where does the information (data) come from and how does it get into the asset record? CI?
    - The cradle to grave lifecycle of hardware and software in the business environment
    - Communication 101
    - Keys to success – How do we exceed our expectations for ITAM / CM?
  • Cloud, Big Data, ITSM – all things we should be doing. Right?

    Perhaps. As IT professionals, we’re often so heads-down keeping the lights on that we forget why we’re doing all this work in the first place: Our CUSTOMERS! This session begins with offering some key reasons companies implement Service Management and how it can bring value to the organization, followed by implementation strategies that rely heavily on customer engagement. Listeners will be able to clearly envision where customer involvement is critical vs. those internal processes they can craft themselves.

    Key points of this session include:
    - Engaging customers in the processes of Service Strategy
    - The importance of customer involvement in Service Design
    - Adoption and buy-in for service improvement
    - The importance of the “service review” meeting

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