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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Unlocking the hybrid cloud Barbara Pei and Andy Smith, HP Software Moving to the New Style of IT couldn’t be easier with HP Helion CloudSystem Enterprise. Side-by-side management of traditional and cloud native applications, with support for multiple hypervisors as well as Matrix Operating Environment and OpenStack resource pools, means you get best-in-class flexibility and choice for your investment. See how to deploy and manage advanced infrastructure and application services with HP Helion CloudSystem Enterprise.

In this webinar, you will learn how integrated solutions are easy to:
• Procure
• Deploy
• Support

In addition, you will learn how to upgrade from MOE (Matrix Operating Environment) to Helion CloudSystem Enterprise in one easy step.
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May 21 2015
27 mins
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  • Moving to the New Style of IT couldn’t be easier with HP Helion CloudSystem Enterprise. Side-by-side management of traditional and cloud native applications, with support for multiple hypervisors as well as Matrix Operating Environment and OpenStack resource pools, means you get best-in-class flexibility and choice for your investment. See how to deploy and manage advanced infrastructure and application services with HP Helion CloudSystem Enterprise.

    In this webinar, you will learn how integrated solutions are easy to:
    • Procure
    • Deploy
    • Support

    In addition, you will learn how to upgrade from MOE (Matrix Operating Environment) to Helion CloudSystem Enterprise in one easy step.
  • The blueprint for a Service Desk isn’t a cookie cutter design that determines its performance quality by the number of tickets it handles. The Service Desk is a strategic function of the business and the dynamics to it’s performance success is fully know and understand the market space the Service Desk services.

    - Service Desk: Do you know “Who” your customer is? Image is everything and value is only as good as it’s visibility.
    - Service Desk is a strategic alliance to the business.
    - Is your Service Desk built for speed or accuracy?
    - Service Desk, beware of the ITIL® trap.
    - Managing the framework for reporting, using data for knowledge.
  • Data analysis is the driver to identify cost savings and increased efficiencies. It allows you to better predict the future as well as remediate the past.

    You cannot only streamline operations and reduce costs by analyzing service performance to predict and preempt events, but also mine information on business transactions to identify potential new revenue channels. By starting with key ITSM and ITOM operational analytics you can focus on service performance and start to see immediate savings. You’ll also learn how building a new data analytics framework to expand to more enterprise wide topics such as customer sentiment, network failure prediction and transaction analysis can deliver additional business value.

    Join Unisys and Dr. Rod Fontecilla, Chief Data Scientist, as we take a quick tour of these exciting new offerings of Big Data analytics that are now available for both the ServiceNow and BMC Platforms.
  • Is the user experience with the Service Desk at your organization good, but at the same time, feels like something is missing? The Service Catalog may just be the thing that would fill in what’s missing. But wait a minute—isn’t the Service Catalog an outcome of strategy? Doesn’t the Service Catalog reflect those services that the ‘customers’ of IT have agreed to fund? How can defining a Service Catalog help the Service Desk, which primarily interacts with the ‘consumers’ of IT? In this session, Doug Tedder discusses five PDG (Pretty Darn Good) ways having a Service Catalog enhances the Service Desk.
  • Ever felt like your service desk is drowning in metrics or missing the point? Can you say that the culture of your desk supports and understands the customer? Are you planning to implement enhanced service desk metrics but are worried of potential side effects?

    Toby Moore (SITS15) and Richard Josey (Unisys) discuss the effects of metrics on the behaviour of individuals and groups and show how a more balanced approach can help to refocus staff and drive higher service levels, customer satisfaction and efficiency.
  • Join Daniel Breston, ITSM Guru, in the first instalment of his 6 part series on Lean ITSM. His first session will explore how to increase Service Desk value by using lean concepts, blended with ITSM practices, to create a dynamic environment for those in IT and in the rest of your organisation.

    He will discuss collaboration, communication, DevOPS and even SIAM (out to suppliers). If you want a great Service Desk, and not just one doing Incident Management, be sure to tune in.
  • Let’s face it, in this modern connected world, your service desk customers have many options when trying to resolve issues - online search, social media, etc. So how do you remain relevant to your customers so they keep coming back for more? Quite simply- provide a superior service desk experience.

    A superior IT customer experience is the key to success for any IT service organization. This webcast will discuss how strategies and tools can enable users to quickly resolve issues and why IT organizations need to be able to interact with their customers on their terms. By simply improving the user experience, you will increase adoption, satisfaction, and your customers will see the real value IT provides (YES – Love for IT).
  • If you want to make the most out of your IT Management solution, you must go beyond people, technology and process.

    Today, even with successful implementations, many organizations struggle to get the results they need and achieve their business goals.

    Why? Because real success is about people adopting solutions and clearly communicating the full value of the investment.

    So how can you motivate people to adopt instead of resist? How can you communicate the value your investment is providing?

    Join us for this informative session where we will share the secret to getting the full value of your IT Management solution through adoption and communication.
  • “I just write the code and throw it over the wall. It’s up to Ops to make it work” -- when Devs care only about coding, Ops and customers suffer.

    “It’s not my job to test code. If there’s a problem, talk to QA.” -- when Ops care only about stability, innovation and customers suffer.

    DevOps represents cultural change. Whether it’s the change of resistant engineers that don’t want to be on-call or the change of Operations teams to have more empathy towards their counterparts writing code, to the willingness of executives to embrace a culture of automation, measurement and sharing. Organizations must overcome the culture war to be able to approach the agility and productivity that organizations following a DevOps model gain. The faster they can get there, the faster these organizations can take the competitive edge away from traditional enterprises.

    In this webinar, featuring guest Forrester Research principal analyst Kurt Bittner, we will look at:
    - The current state of organizations - a separation of Devs and Ops
    - The how of DevOps - DevOps is a culture, not a product
    - The benefits of DevOps - happier customers

    As part of our panel discussion, we will answer the following questions to help you get started building a DevOps culture within your organization:
    - Why change the status quo?
    - How do I align two disparate groups?
    - How do I remove the obstacles that separate Dev and Ops teams?
    - Will customers see a difference if devs are on call?
    - Can IT start to think differently?
  • If your data, services and processes become compromised, your business can suffer irreparable damage in minutes. The clock is ticking, and how fast you communicate to your major incident resolution team is everything.

    Join Scott Bowler, Manager of IT Delivery Management Services, NBN Co, and Abbas Haider Ali, CTO of xMatters and learn how NBN Co identifies major incidents and uses best practices for automating their communication processes to resolve major IT incidents quickly and effectively.

    During the event you will learn how to:
    - Immediately Identify a major incident
    - Instantly locate available major incident managers and target notifications to them
    - Get the right resolution team on the job fast based on the required expertise
    - Utilize one-click conference bridge technology to get key stakeholders together instantly
    - Conduct reviews to identify improvements and prevent similar incidents from reoccurring

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