IT Service Management

Good practice frameworks and their consultants tell us that our processes precede the tool. After all: “A fool with a tool is still a fool.”

Practitioners know it seldom works this way. We often don’t know what we want. We don’t have enough data to justify a particular process or process improvement. Our requirements are changing constantly, and past preferences are outdated.

The solution is simple: ignore the consultants, and be willing to adapt to the tool. This doesn’t mean caving in to the tool vendor. This presentation will provide plenty of advice on implementing, improving, and getting the most of your tool, based on years of implementing and managing ITSM automation tools for dozens of organizations in every industry with multiple tools.

As tales of a brave new world for Service Management brought in by technology once more starts to fill column-inches, it is necessary to review their validity and what it takes to bring them to life in your company.

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.