IT Service Management

We heard some pretty heady stuff today and, not surprisingly, there is significant change on the horizon. Smart people, new concepts, new perspectives, new ideas and even some very different takes on the old way of doing IT. Join Eric Hille of CA and George Spalding of Pink Elephant as they recap, rework, slice, dice and dissect what we learned today and try to extract the essence of just where ITSM is headed in the near term. Stay Tuned!

Consumer demands continue to evolve, and many consumer habits are now infiltrating the enterprise. IT service providers face challenges in recognizing and meeting these new demands. IT service providers that evolve their service and support models to become more consumer-centric can deliver service experiences that facilitate real business outcomes and help create a culture of enablement and innovation.

Like a cat and a dog? Well, not quite. ITAM and ITSM processes may be different, but are really complementary. Typically, these two disciplines are implemented in separate areas of the organization with entirely different business objectives, with ITAM being seen as a finance function and ITSM as a technical and operations function.

In this informative session, join Jenny Schuchert of IAITAM and Eric Feldman of CA Technologies as they explain how the interaction of ITSM processes such as incident, problem, change and request management with ITAM functions such as vendor, contract, procurement, license, and software asset management help your organization deliver services more efficiently, and help IT become the business productivity engine.

Seemingly overnight millions of workers are using smartphones and tablets on a daily basis. The rapidly growing use of these devices greatly impacts user expectations of service and needs to be reflected in IT service management and support strategies. This session describes ways IT organizations can leverage mobile technologies to deliver a positive and empowering service and support experience to their customers and to increase the productivity of both their customers and the entire IT support organization.

Businesses and institutions are putting increased pressure on IT in general and the support center in particular to demonstrate real value. Because of the ease and availability of cloud-based solutions and managed service organizations, businesses are examining their alternatives and seeking the best value for their investments. To address the need to show value, some support centers have made changes to their staff, their tools and their metrics, while many have not. This webinar will discuss the changes being made, some of the successes and failures reported by support centers, and will point some ways to improve both the function and the perception of the support center in the larger organization, including better marketing of support and better alignment to organizational strategy.

While IT organizations find themselves challenged to transform to deliver value, IT Service Management must similarly evolve to address a more dynamic, consumer-driven universe—in which IT services are increasingly becoming definers for business and organizational effectiveness. This webinar will address changes in ITSM-related technologies from SaaS, to analytics and automation, to mobile, with an eye to cloud, agile and other industry trends. It will also address the changing role of the service desk as ITSM, IT Operations, and application development increasingly inhabit common ground. Takeaways will include criteria for evaluating ITSM-related software, as well as insights into how to advance in levels of service management maturity.

The age of the customer is upon us and expectations on customer experience are only increasing. For the IT Service Desk, there is growing distance between what the business expects from their IT experience and how IT delivers that service. Forrester Senior Analyst, Amy DeMartine, will cover trends affecting the service desk, examples on how to change the service desk approach by focusing on customer experience and research about 12 firms that have transformed their service desk experience. Come find out how others are increasing customer experience and setting the IT Service Desk on fire.

Service orchestration is a paradigm that supports cloud providers in arranging, coordinating, and managing computing resources as a system of components and automated workflows that can be delivered as cloud services to cloud consumers. The scope of this involves three types of system components—the service layer, the resource abstraction and control layer, and the physical resource layer—which are the underlying foundations of the cloud provider’s offerings provided in a service catalog.

This webinar discusses content from the document, “ODCA Master Usage Model: Service Orchestration.” The session illustrates the usage model for service discovery and orchestration for cloud services. This usage model includes the components, repositories, data structures, conversation maps, and workflows that assist a cloud consumer in defining required services, and the associated cloud provider to orchestrate services to meet objectives determined by the cloud subscriber and for the appropriate context of use. It defines automation required for orchestration that includes programmatic interfaces, interaction patterns, control interfaces, and lifecycle management.

When service degradation impacts the bottom line, every application is mission-critical. As a network administrator, it’s your job to find the problem and fix it fast. But how? “Cut Troubleshooting Time in Half,” is designed to help busy network professionals reduce the time it takes to resolve service complaints. The 45 minute webinar features key strategies for overcoming common challenges and choosing the right application monitoring solution, as well as workflow demonstrations, and successful real-world examples. Find out what top teams already know and which solutions get to the source of application problems faster, and more efficiently.

Many organisations approach ITSM tool selection like a game of Monopoly. This is evident by the number of organisations that replace a technology within 2-3 years of purchase. How many times are they going to keep passing 'GO', only to find that each time they do, they end up in jail with no 'Get out of Jail free' card?