The consumerization of IT, BYOD and changing service delivery models are driving organizations to transform their approach to Service Management. This is requiring a re-think of the IT front office, emphasizing self-service, improved collaboration and integrated and personalized offerings targeted to their specific audience, available across any device. At the same time, organizations continue to need to reduce costs and drive operational efficiency to free up resources to support innovation and growth initiatives.
Join us for one of our many insightful webcasts featuring customers, analysts, partners and evangelists as they talk about how you can transform your complex IT service portfolios into well-managed, optimized productivity solutions that make it easier for business users to get what they need, when they need it, while reducing operational cost and driving greater efficiency.
Some sessions will be approved for Personal Development Credits.
Dr. Thomas Mendel - Managing Director, Research in Action
In this session, Thomas Mendel, Managing Director of industry analyst firm Research in Action, presents new findings derived from his recent research into 1500 IT organizations and how they use ITSM and the vendor tools they employ. Hear about the market trends and challenges these ITSM practitioners consider important to their success. And get a glimpse into what the ITSM practitioners think of the top 20 ITSM vendors and the vendor rankings.
George Spalding, PinkElephant and Allen Houpt, CA TechnologiesRecorded: Nov 28 201857 mins
For the past several years ITSM shops have been finding great business value using ITSM in non-IT use cases. Enterprise Service Management (ESM), whether just handling issues or requests for human resources, facilities, audio visual or other business functions or implemented at the core of mission-critical applications, uses an organization’s existing ITSM technology, processes and people to deliver value in non-IT domains with little or no additional cost. The business gets what it needs and IT gets more value from ITSM and a bigger seat at the corporate table (business alignment). Everyone wins!...Or do they? Some industry experts contend that ESM is a distraction from core ITSM efforts and can impose risk in the form of locking too many applications into an ITSM tool. In contrast, others contend that as long as existing, proven core ITSM processes (incident, problem, change, request, fulfillment…) are the focus, it is not a distraction and even accelerates ITSM maturity and ROI. In this webcast, Pink Elephant EVP George Spalding and CA Technologies (a Broadcom company) present the evidence and share their conclusions to this great debate: “To ESM or to Just ITSM?”
George Spalding, PinkElephant and Allen Houpt, CA TechnologiesRecorded: Nov 1 201855 mins
IT Service Management (ITSM) has a long history of vendors, features, best practices, industry analysts, etc. Likewise, it has a long history in most organizations. But why is it that so few organization have achieved a high level of maturity in ITSM? Why are there so few organizations where ITSM is viewed by executive management, or the business in general, as a mission-critical component to overall business success? In this session, George Spalding, Executive VP at Pink Elephant, explores some of the key ITSM capabilities organizations love to talk about, that can drive maturity and business value, but so few in reality have effectively implemented. Some, like the CMDB, mobility and self-service, have been around for a decade or more, while others like artificial intelligence, machine learning, natural language processing and big data are relatively new. Listen in and learn how to better embrace these capabilities to drive greater ITSM success, maturity and business value.
George Spalding, PinkElephant and Allen Houpt, CA TechnologiesRecorded: Oct 10 201853 mins
Most traditional uses of IT Service Management (ITSM) technologies have focused on providing an IT service desk to manage and resolve IT issues and service requests. But over the past decade organizations are getting more value out of their existing ITSM solutions by using them in non-IT applications. They are used to support requests and issues for Human Resources, Facilities, Audio Visual and many other internal departments. Externally they are used as customer-facing applications in retail, lodging, human service and almost any other industry. In this session, George Spalding, Executive VP at Pink Elephant, presents some of the numbers behind this trend, examples of creative non-IT uses of ITSM, the value organizations are receiving from this and where it all may be headed. Learn how your organization can maybe get greater value for your ITSM tool!
Nick Thorpe, Senior Product Development Engineer, Intel CorporationRecorded: May 17 201847 mins
Learn how Intel approached the adoption of Scaled Agile in their Manufacturing Validation Engineering (MVE) organization since 2014, how they leveraged CA Agile Central to enable their trains, and how they overcame the various challenges of quickly deploying Scaled Agile across a large organization.
Darren Arcangel, VP and Senior Principal Services Architect, CA TechnologiesRecorded: May 17 201849 mins
Agile development, DevOps deployments, Lean automations, digital transformation, increased cyber threats and constant change. How does IT keep up? The answer is by becoming what CA calls a “Modern Software Factory” and having a strong IT service management (ITSM) foundation. In this webcast, Darren Arcangel, co-author of the book ITIL® and the Information Lifecycle - Integrating Agile, DevOps and ITSM, explains the Modern Software Factory by exploring the intricacies of how these things interrelate, and the challenges and opportunities they present to ITSM and IT organizations. Learn about how to navigate this complex new world, the KPIs and metrics we now need to employ that can show business and IT value, and how ITSM and ITIL® have and are changing to embrace these changes and enable the Modern Software Factory.
George Spalding, Executive Vice President, Pink ElephantRecorded: May 17 201843 mins
We’ve all heard the buzz words: AI, Robotics, Machine Learning. But most of us cannot define them. Few of us know the differences between them or where each one is in their respective development and deployment cycle. We’ve all heard the hype and we have a sense that there is incredible potential for our organizations and even our lives but we are just not exactly sure what or where or how it fits in. How will our existing software tools exploit these new technologies to change the way we do Service Management, IT and business in general? How will these concepts disrupt the value proposition of any Service Provider? How will my job change? Will I even have a job? Join George Spalding, Executive Vice President, Pink Elephant for an in-depth discussion of AI, Robotics and Machine Learning and learn for yourself what’s coming next.
Dennis Drogseth, Vice President, Enterprise Management AssociatesRecorded: May 17 201848 mins
Leveraging extensive research data, EMA vice president Dennis Drogseth will examine how ITSM is evolving to become a hub for all of IT, as well as for IT-to-business alignment. He will show unique insights into areas such as integrated asset management, integrated operations and war-room needs, as well as DevOps/agile, SecOps and ITSM’s growing role as a center for IT governance. The webinar will examine how and why this is coming about, as well as what technologies, organizational changes, and process adoptions are critical to furthering the role of ITSM as a hub for transformation. He will conclude with a discussion of the remaining, outstanding obstacles, along with some guidance on moving forward with success.
Thomas Mendel, Managing Director, Research in ActionRecorded: May 17 201845 mins
Just like the news, the canvas of ITSM is painted by a cast of “artists”, including the media, vendors, industry pundits and industry analysts. And like those who deliver the news, each spins the story to drive home their point and business objectives. In this session, Thomas Mendel, Managing Director of industry analyst firm Research in Action, presents new findings derived from his recent research into 1500 IT organizations and how they use ITSM and the vendor tools they employ. Hear about the market trends and challenges these ITSM practitioners consider important to their success. And get a glimpse into what the ITSM practitioners, rather than the “artists”, think of the top 20 ITSM vendors. What you hear may surprise you. Don’t miss this one!
Adam Holtby, Senior Research Analyst, OvumRecorded: May 17 201845 mins
The way that people work continues to change. New demands exist not only around workplace technologies, but also the physical spaces that people work within. Service management is a practice of importance as it empowers organizations with the capabilities to recognize and respond to changing business demands and in a fashion that mitigates business risks. Additionally, service management practices and technologies help organizations enable and support modern working practices that increasingly embody more mobile and flexible work styles. In this presentation, Ovum senior analyst Adam Holtby will discuss how the way people work is changing in response to digital transformation. Holtby will share findings from recent Ovum research into the digital workplace and discuss why service management practices and technologies are important in supporting enterprises in delivering against digital initiatives.
Darren Arcangel - Sr. Principal Services Architect, CA TechnologiesRecorded: May 1 201861 mins
IT has been changing, and continues to do so, in reaction to technology advances and digital transformation. Terms like “application economy” and “modern software factory” have become commonplace in IT strategy discussions. At a more practitioner level, IT has added practices or methodologies like Lean, Agile and DevOps to its arsenal, adding to the constructs set in place with ITIL® to make organizations more effective. Watch this webcast to learn about guiding principles of change, agile sprints, creating an end-to-end operating environment, continuous delivery software pipeline, push-button deployment and KPIs, and how they are impacting ITIL’s evolution in conjunction with these Lean, Agile and DevOps practices.