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IT Service Management

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  • When a company deploys new technology, success depends on effective user education and adoption. This means employees not only need to understand how the technology works, but they need to change their behaviors. This doesn’t happen through osmosis.

    From the earliest stages of planning new technology deployments, companies need to think about lines of business workflow. How do people currently work and what role will the new technology play in this work?

    In this webinar, you will learn fundamentals of building an adoption plan, including identifying use cases, internal marketing and collecting feedback to evaluate success.

    Amy Thacker is a marketing veteran with a graduate degree in teaching. Her experience allows her to meld internal marketing strategies with training best practices.
  • As the gateway to IT for most end users, service and support is the biggest driver of customer satisfaction and can generate a tremendous return on investment. IT leaders and managers who ignore these facts do so at their own peril, for the simple truth is this: the success and longevity of an IT management team are directly tied to the success of service and support. In this session, Jeff Rumburg will use benchmarking data and case studies to demonstrate the untapped value of all service and support organizations.
  • Learn about Lean ITSM tools used to make improvements quicker with less effort and with better results.

    Listen to real-world examples of how Lean ITSM tools were used to make a difference.
    - Better IT service delivery by reducing Muda (waste).
    - Prevent loss of customer loyalty by reducing Mura (variance).
    - Gain executive buy-in and commitment by creating better strategy & tactical plans.
    - Increase success using better change controls.
    - Reach end-of-job faster, with less resources and with better results.
    - Control outcomes by measuring, learning and adapting more quickly.

    This session is about how IT Managers used proven Lean ITSM tools to deliver and optimize quality to customers, identify waste and eliminate it, improve efficiency and the overall speed of execution of IT services.
  • In this session you will learn more about:

    •Why software asset management is critical to the delivery of enterprise IT
    •The business benefits SAM can deliver far beyond just licencing compliance
    •Why ITSM needs specialist SAM tools beyond what comes “out of the box”
    •How “Traditional SAM tools” can deliver data accuracy and data input integration into ITSM’s CMDB
    •How Future SAM tools can deliver even greater ROI throughout ITSM including:
    oIntegration with incident, problem, project and change management
    oAdvanced predictive analytics
    oTechnology scenario modelling
  • Here it is, all the tools you need beyond THE tool. In this co-hosted webinar, Richard Josey (Unisys) and Toby Moore (AXELOS) pair up again to discuss common pitfalls in ITSM implementations and the tools available to overcome them.

    From Continual Service Improvement through to Strategy, Design, Transition and Operations, there are process that regularly fall foul a common set of challenges. This often occurs due to the process we design not having the necessary tools available around them to support a healthy rate of adoption.

    This presentation will explore the adoption of each ITIL® Lifecycle and explain why certain ITSM processes often fail to gain traction, and then what simple tools and templates you can use to better your chances of success.

    What you will take away:
    · An understanding of the common pitfalls across the ITIL Lifecycle
    · Access to helpful tools such as; process maturity charts, CSI registers and Kanban boards
    · Explanations as to why certain processes struggle to gain adoption
    · A wider view of how tools, processes and management methods work together
  • ITSM Tools have gone through some significant changes over the past 10 years. They moved from on premise to cloud, are now used far beyond the IT department, became increasingly mobile and many more things.
    The market leaders became legacy providers and new providers rapidly gained market share. At the same time IT delivery is shifting to a delivery model that has many internal and external providers collaborate. ITSM tools however are still not collaboration tools for service providers and prices remained high and yearly running costs even higher…Much has changed however in the past years and todays modern tools provide so much more value for significantly lower costs!

    Join today’s presentation to learn more about increasing value and lowering costs at the same time...
  • While the value of your information is growing, security threats such as attacks or information theft are making headline news every day and becoming more serious. With SAP and HPE customers investing significantly in mobile solutions, web applications and customisations, it is critical now more than ever to invest in application security solutions.

    Did you know?

    43% of companies had a data breach in the past 2 years
    84% of breaches occur at the application layer
    75% of mobile applications fail basic security tests
    It is 30x more expensive to fix issues in production than while in project phase
    Please join this webinar where our presenter will share the current application security vulnerability situation, common challenges and the approach SAP has taken to ensure application security of its software using HPE Fortify solution.
  • Every organization, at one point or another, will need to utilize the capabilities and advantages that a service desk brings, with the end goal being complete satisfaction for end-users while maintaining business SLAs and expectations. Finding the balance between these goals can be challenging for any organization, but with the help of proper strategies and best practices, your business can expect to see immediate returns from your efforts.

    Join George Spalding, Executive Vice President of Pink Elephant, and Adam OBrien, Product Marketing Manager for SunView Software, as they outline 5 key ways that your organization’s service desk can be optimized to fit the ever expanding needs of the digital enterprise.
  • Listen to real-world examples of how Lean IT made a difference.
    •Better IT customer service desk by reducing Muda (waste) to improve incident flow.
    •IT prevents loss of major business customers by reducing Mura (variance) to improve customer services.
    •Service Desk managers develop strategy & tactics to free up executive resources by reducing time spent on major outages.

    See how Lean CSI methods, tools and techniques were used to overcome barriers to change.
    •Everything is top priority
    •Too busy fire-fighting
    •That’s never worked here before
    •No executive buy-in
    •Under time-crunch to get things done
    •Resource capacity/skill/knowledge constraints
    •People naturally resist change
    •Making improvements stick and deliver value is not easy.

    This session is to share how IT Managers used proven Lean IT improvement practices to deliver quality to customers, identify waste and eliminate it, improve efficiency and the overall speed of execution.
  • Most IT professionals are familiar with the operational metrics of service and support. KPIs such as cost per ticket, first contact resolution rate, and mean time to resolve are well understood and almost universally applied. Yet even support organizations that have mastered these metrics and achieved a degree of operational success often struggle to gain visibility and credibility within their own enterprise. The all-too-common result is that service and support operates at a subsistence level, and lacks the necessary resources to deliver effective levels of support.

    The business world offers a potential solution to this dilemma. When a business is not performing well, investments in the business dry up because there is no reasonable expectation of earning a profit. By contrast, businesses that are profitable receive adequate funding because they are able to attract investment capital seeking a positive return. So what would happen if IT service and support organizations began operating more like businesses, and were able to attract funding and other resources based upon their profitability?

    In this presentation Jeff Rumburg, Managing Partner at MetricNet, reveals an approach for managing IT service and support as a business. Additionally, he proposes a handful of business metrics that can be used to quantify and communicate the profitability of service and support. Finally, he discusses the need to adopt a paradigm shift for any service and support organization that aspires to realize the benefits of operating as a true business.

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