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Service Management Insights - CA Technologies

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  • Change and Configuration Management in an Agile, DevOps World
    Change and Configuration Management in an Agile, DevOps World George Spalding, Pink Elephant and Allen Houpt, Advisor, Product, CA Technologies Recorded: Dec 6 2017 55 mins
    Many misconstrue Agile Development and DevOps to mean that there is less need for Change and Configuration Management process. The fact is, oversight and governance of changes is even more critical when more, and often smaller changes are being made at a faster and furious pace. So how does IT keep up? Can we increase speed and maintain stability? The answer is “Yes”, by employing strong change and configuration management that relies heavily on proven process automation and robust integration with the IT infrastructure. This webcast will explore how we need to adapt change and configuration management to keep up in the new “faster is better” world.
  • The Service Catalog: Not Just For Breakfast Anymore?
    The Service Catalog: Not Just For Breakfast Anymore? George Spalding, Pink Elephant and Allen Houpt, Advisor, Product, CA Technologies Recorded: Nov 9 2017 51 mins
    The answer is Yes and No. The service catalog, once the means for IT to deliver services and assets to business consumers, has become somewhat invisible to those consumers as self-service has become the means to get what they need all in one place. But is IT? IT needs the service catalog more than ever as the number, variety and sources of services and assets has expanded, to a great extent into the virtual. IT must provide services and assets to users faster, cheaper and better than ever. So, while the catalog may be hidden behind a self-service portal, it is still the means for IT to control what services and at what costs services are available and delivered. The “faster” part means that catalog needs to be embraced along with automation to fulfill requests more quickly. Integrations are more critical than ever to ensure user needs are satisfied and SLAs are met by external providers. This webcast will discuss the intertwined relationship between service catalog, process automation and tool integrations that produces increased business value in the new world of better, faster, cheaper IT.
  • How to Leverage Software Asset Management to Strengthen Your Cybersecurity
    How to Leverage Software Asset Management to Strengthen Your Cybersecurity Martin Latz, Sr. Manager, Deloitte and Michel Avenel, Sr. Principal Product Manager, CA Technologies Recorded: Sep 19 2017 57 mins
    Software Asset Management (SAM) plays a critical role in a fast growing, mission-critical use case: Enabling and Strengthening Cybersecurity. In today’s world of mounting external security attacks, we are often too focused on trying to anticipate new threats originating outside our organizations. However, we also, and maybe first, need to look within. One of the first steps in establishing a strong cybersecurity practice involves knowing what you need to protect and where those assets are. Most of the processes and methodologies used in establishing effective SAM should be applied hand-in-hand with your organization’s security protocols to ensure that all parts of your IT enterprise are continually up-to-date and secure from both internal and external threats. This session will address these points and best practices for leveraging SAM to strengthen your cybersecurity.
  • An Integrated ITAM Strategy is key to successful Digital Transformation
    An Integrated ITAM Strategy is key to successful Digital Transformation Chris Gough, Chief Digital Officer, Derive Logic and Michel Avenel, Sr. Principal Product Manager, CA Technologies Recorded: Jul 19 2017 55 mins
    The demands of managing Digital Transformation across the organization involves the alignment of IT suppliers, services and asset inventories, which requires an integrated approach to IT asset and service management. Understanding and aligning the long term value of existing IT services and assets is key to maximizing the commercial benefits of Digital Transformation, ensuring new investments are strategic and add long term business value. This session will explore why building an integrated approach is essential to the success of Digital Transformation, discussing how organizations should architect an ITAM governance, technology and process strategy aligned with ITSM for digital success.
  • ITSM Evolution: The Journey to Enterprise Service Management
    ITSM Evolution: The Journey to Enterprise Service Management Eveline Oehrlich, Forrester Recorded: Apr 13 2017 49 mins
    Digital business requires an integrated approach to delivering services. The journey from IT service request management to enterprise service management is challenging organizations of all sizes and maturity levels. The traditional IT service catalog is becoming the enterprise service portal, providing access to services, apps, resources, and support. Self-service and automation must blend with higher-touch collaborative interactions and expert support in an end to end flow. Predicting when routine interactions are about to escalate is increasingly essential. Ultimately, a customer-led, data-driven, well-designed experience is needed, to support the high performing digital professional and their team.

    This session will cover.

    - The maturity journey for service management organizations
    - The evolution from IT to enterprise service management
    - The promise of predictive analytics in supporting the customer journey
  • Lean! Agile! DevOps! So, Who Needs ITIL and ITSM Anyway?
    Lean! Agile! DevOps! So, Who Needs ITIL and ITSM Anyway? George Spalding, Pink Elephant Recorded: Apr 12 2017 49 mins
    Lean, Agile, DevOps, ITIL and ITSM. Five powerful IT process domains all competing for your attention and budgets. Do we really need them all? Do we even need to pay attention to them? If so, do they play well together? This session will explore these questions by taking a look at each of these domains, exploring their commonalities and differences. But most important, this session will provide you with ideas on where the synergies lies that you need to exploit to stay on top of your ITSM game.
  • The Many Faces of IT Service Support in a DevOps Context
    The Many Faces of IT Service Support in a DevOps Context Roy Atkinson, HDI Recorded: Apr 12 2017 53 mins
    According to industry analysts, as much as 75 percent of the U.S. workforce will be mobile by 2020, and many will be using their own technology, under BYOD policies. This means that service desks must respond to a wide range of issues and requests, and do so more rapidly than ever, for a wider array of technologies.

    HDI research tracks twelve major channels for support with newer channels such as mobile app, text message, social media, and system-generated tickets (auto logging) becoming more popular year-over-year, while traditional phone and email channels have dropped in popularity.

    These changes, along with the continuing trend of consumerization (expecting business IT to be friendlier and more responsive, like consumer products and services), mean that support needs to pay more attention to and cooperate more closely with all the other IT teams, including application developers and system administrators. The culture of support needs to move toward more agility and velocity, and thus has a good deal to learn from DevOps and Agile methodology.

    In this session, HDI writer and analyst Roy Atkinson will explain how:
    •Changing customer behaviors and preferences require new ways of measuring support success
    •DevOps positively impacts the ability of support (HDI research)
    •Contact trends and channels will continue to change into the future
    •Automation can assist and accelerate support
  • ITAM Agility Enables Business Agility
    ITAM Agility Enables Business Agility Keith Rupnik, IAITAM Recorded: Apr 12 2017 46 mins
    IT asset management’s focus is on the business administration of IT assets and has proven critical to managing the financial, contractual and risks associated with IT assets. But can ITAM be agile? How does an agile business benefit from agile ITAM? Is ITAM critical to the success of an agile business strategy? This session will describe what an agile ITAM program looks like and why an agile business strategy requires an agile ITAM program.
  • Accelerating Customer Value in the App Economy
    Accelerating Customer Value in the App Economy Dennis Drogseth, EMA Recorded: Apr 12 2017 45 mins
    The primary challenge facing organizations in the App Economy is delivering more value to customers faster than the competition. To achieve optimal value, organizations need to examine the entire Software Development Lifecycle (SDLC) and the value that it delivers across its phases. True customer value is achieved when all teams in the chain are aligned and supported by end-to-end services and solutions.

    Join Dennis Drogseth from Enterprise Management as he explore why successful agile enterprises start with the people first; collaborative, empowered teams that build and deliver the right products to customers quickly.

    Attend to learn how to:

    • Empower the seamless management of services, projects, products, people, and financials
    • Drive both service desk productivity and business-user satisfaction with collaborative self-service, automation, and change management capabilities
    • Enable planning, prioritization, and tracking of the work that needs to be done and Continuous Delivery, providing automated test and release functionality to speed delivery
  • ITSM Advice: Getting Self-Service Right and Increasing Adoption
    ITSM Advice: Getting Self-Service Right and Increasing Adoption Stephen Mann, Principal and Content Director, ITSM.tools Recorded: Apr 12 2017 48 mins
    Many IT organizations are still struggling to achieve self-service success. Well, to be more precise, they are still struggling with end user adoption of their newly deployed self-service capability.

    Why? Some causes relate to not truly understanding end user wants and needs, and issues with organizational change management (or the lack of it). But IT self-service, and every other offered service, is not provided in a vacuum - with end users’ expectations increasingly influenced by their often-superior consumer-world experiences. These consumer-world-driven expectations also apply to other organizational service providers, such as HR and facilities, making the approach to self-service capability delivery a company-wide issue whether part of an enterprise service management strategy or not.

    This webinar will talk to the state of self-service success, the common issues experienced with IT self-service initiatives and what can you do to avoid them, and other good practices to employ both pre- and post-self-service go-live.

    In accordance with its Privacy Policy, CA Technologies may disclose your registration information with its partner(s) which assist with this presentation. For more information about CA’s disclosure practices, please visit the CA Privacy Notice here http://www.ca.com/us/privacy.aspx.

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