IT Service Management

What sets high-functioning IT organizations apart from the rest? That’s something every IT leader wants to know. After all, we live in a highly competitive business climate and IT performance can be the difference between success and failure. To conquer the challenge, we need to be informed and collaborative and we need to do this in a cost-effective manner.

In this webcast, you will hear from two experts on some of the technology that’s driving today’s high-functioning IT organizations. Find out how your company can be aligned, agile and ready to respond to ever-changing business requirements and competitive pressures.

IT organizations are in constant pursuit of improved efficiency and service delivery to be able to truly enable the business. One of the critical building blocks in achieving optimized service delivery is the Service Catalog.

Many organizations by now have taken the first step and implemented a customer facing service catalog. The question now is how to realize and unlock its full potential, e.g. to truly understand what services are necessary, to analyze the services and to optimize the investment in the services that are being offered to end users.

In this session we will take a look at some of the key challenges and obstacles to implementing and optimizing a service catalog and how to transform a static service catalog into one that becomes a true extension and enabler to the business.

The Service Catalog is how IT engages with the business. It is the starting point for delivering services.

Along with the promise of greater cost transparency and better demand management, it gives IT the opportunity to create and demonstrate value across multiple business dimensions. An effective Service Catalog ties in perfectly with user needs and expectations and delivers tangible business results. So how do you build such a Catalog?

Continuing our conversation on Persona based Service Catalogs, Unisys brings to you this engaging session in which Nikolina Bartels King, Global Director, End User Services Advisory Practice delves into the nitty-gritties of creating a persona driven service portfolio and offering it via a persona based Service Catalog.

And what do you do next after you build a business-relevant Service Catalog? Service Request Automation and Fulfillment is your next challenge. Caryn Ishida, Edge Service Management Architect discusses the need for planning, automation and orchestration among key service fulfillment teams. Learn how automated service request definitions increase the speed of order fulfillment and get out of a manual workflow process.

Join us on this interactive webinar in which we cover the many dimensions of Service Catalog creation and implementation.

The Service Catalog is one of the most important and critical deliverables in an implementation, yet it is surrounded by a lot of confusion and hype. Is the Service Catalog simply a ‘menu’ of services? How is a Service Catalog ‘actionable’? How does Request Fulfillment fit in? What does a ‘Service Request’ actually mean? In this session, Doug Tedder gets beyond the voodoo and breaks down the relationships between the Service Catalog and Request Fulfillment processes.

In the era of the APP economy where business models are being disrupted daily, there is a trend towards IT becoming a service broker increasingly leveraging a cloud supplier model for delivering services. How does this fit with organizations service management making technology solution decisions? What are the governance and service level management implications of these trends? Do they warrant a sophisticated approach to SLM? Or can traditional SLM practices and service desk SLM capabilities handle this new world. What are the implications of the service broker scenario on change management? Does change management go away or take on a different role? Is it easier or more difficult? Is the BAC still needed?

These are just some of the questions that moderator extraordinaire Allen Houpt will pose to our distinguished panelists, including Troy Dumoulin of Pink Elephant, Randal Locke CA’s ITIL Texas Ranger and Robert Stroud will discuss in this frank debate on the real value of service management!

This event qualifies for 1 priSM Continual Professional Development (CPD) credit.

Many believe an IT service catalog is a vital element of a successful service management strategy, representing the capabilities and image of the IT organization. There’s no lack of seemingly sound advice. Then why is it the catalog is all too often where the service experience begins and ends, badly for the customer? What is the secret to a well-designed service catalog? Does it really require you to define your services at the outset? What is the customer’s role in a design?

In this presentation we shall explore how successful service businesses approach designing a service catalog customer love to use, including:

 The 5 common mistakes with traditional IT service catalogs initiatives;
 The role of a catalog in the customer’s service experience;
 The relationship between a service portal, knowledge base, fulfillment process, and the catalog.

Value-Driven Service Management – An innovative Approach to Industrializing Services
In this age of digital transformation, IT organizations don't just support the business – they are the business. This leads to a significant change in how IT organizations needs to be operated today. Value-Driven Service Management is a new approach to digitize and industrialize services to not only provide value to the business but also support business growth.

Service catalogs have traditionally been focused on delivering internal resources but with the growth of cloud usage, IT must now extend this process to external cloud services. Yet, current service catalog functionality does not match the dynamic nature of cloud or have the fast and easy buying experience users expect, causing a lack in visibility and control for IT.

Join Gravitant as we talk about a new concept emerging called the service store, which provides users the experience of an app store while being powered by a dynamic service catalog. Learn how using this approach can set the foundation for your cloud strategy in the key areas of multi-provider management, governance, cost visibility, and more.

Working with WildPackets, TRAC Research, a market research and analyst company that specializes in IT management, published research findings on key trends in the Network Performance Monitoring market. The research highlights some challenges, and well as some common misconceptions, with the state of Network Performance Monitoring solutions.

RingCentral for Zendesk empowers your customer support by merging your phone system with your Zendesk account. Make and receive calls with ease from tickets, take notes on service for your end users without having to jump back and forth between your cloud phone system and Zendesk.