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Service Management Insights - CA Technologies

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  • Wringing More Value Out of Your ITSM Tool
    Wringing More Value Out of Your ITSM Tool
    George Spalding, PinkElephant and Allen Houpt, CA Technologies Recorded: Nov 1 2018 55 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.
  • Getting to “ESM” from “ITSM” Without Removing “IT”
    Getting to “ESM” from “ITSM” Without Removing “IT”
    George Spalding, PinkElephant and Allen Houpt, CA Technologies Recorded: Oct 10 2018 53 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!
  • No Limits to Success With Scrum & Scaled Agile Planning at Intel
    No Limits to Success With Scrum & Scaled Agile Planning at Intel
    Nick Thorpe, Senior Product Development Engineer, Intel Corporation Recorded: May 17 2018 47 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.
  • ITSM in the Modern Software Factory: The New Way to Drive IT and Business Value
    ITSM in the Modern Software Factory: The New Way to Drive IT and Business Value
    Darren Arcangel, VP and Senior Principal Services Architect, CA Technologies Recorded: May 17 2018 49 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.
  • How Will AI, Machine Learning and Robotics Change ITSM?
    How Will AI, Machine Learning and Robotics Change ITSM?
    George Spalding, Executive Vice President, Pink Elephant Recorded: May 17 2018 43 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.
  • The IT Service Management Hub: A Magnet for IT Transformation
    The IT Service Management Hub: A Magnet for IT Transformation
    Dennis Drogseth, Vice President, Enterprise Management Associates Recorded: May 17 2018 48 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.
  • Will the Real ITSM Please Stand Up?
    Will the Real ITSM Please Stand Up?
    Thomas Mendel, Managing Director, Research in Action Recorded: May 17 2018 45 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!
  • Helping Enable the Future Workplace
    Helping Enable the Future Workplace
    Adam Holtby, Senior Research Analyst, Ovum Recorded: May 17 2018 45 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.
  • ITIL® is by no Means Idle! Get Ready for Some Changes!
    ITIL® is by no Means Idle! Get Ready for Some Changes!
    Darren Arcangel - Sr. Principal Services Architect, CA Technologies Recorded: May 1 2018 61 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.
  • Service Desks and SLM – Adjusting to Digital Transformation
    Service Desks and SLM – Adjusting to Digital Transformation
    Dr. Josef Schneider - CEO, fusionPOINT and Allen Houpt – ITSM Marketing, CA Technologies Recorded: Apr 4 2018 55 mins
    Digital transformation, the Internet of Things, the application economy, the modern software factory, and so on… are all major Business trends impacting the IT service desk and service level management (SLM). Some would contend the service desk is focusing on service operations – not only IT - and SLM is becoming a real business discipline/function. In this webcast, SLM expert fusionPOINT and service desk vendor CA Technologies will look at the impacts of these trends on each and where it is all headed. Learn about the important part proactive and predictive SLM play to enable Digital Transformation and the service desk becoming more predictive, proactive, and business outcome focused.

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