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Service Management Insights - CA Technologies

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  • 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.
  • ITSM: A valuable digital transformation component
    ITSM: A valuable digital transformation component Adam Holtby, Ovum Recorded: Apr 12 2017 49 mins
    Digital transformation is, undoubtedly, a hot topic and an area of significant interest to organizations across the globe. It's important to remember that digital transformation means different things to different organizations and encompasses many different themes and considerations. There are, however, common areas that are imperative to any digital transformation effort. This webinar will draw upon Ovum data and analyst insights and discuss the digital transformation elements deemed important by businesses and how ITSM capabilities can help support them.
    In this webcast you will learn about:

    •What does it mean to digitally transform and why is it such a hot-topic at present?
    •What are organizations prioritizing when it comes to digital transformation?
    •How ITSM can support organizations in executing against digital transformation objectives.
    •Why ITSM capabilities and practices are becoming more widely embraced in other business areas.
  • ITSM, ITAM and The Internet of Things: Peaceful Evolution or Armageddon?
    ITSM, ITAM and The Internet of Things: Peaceful Evolution or Armageddon? George Spalding, EVP, Pink Elephant and Jim Blayney, CA Technologies Recorded: Feb 23 2017 60 mins
    With the “Internet of Things”, everything is connected to everything else. How do I define what’s in my infrastructure? Is there a network perimeter anymore? An end-point? A gateway? What about tools to manage this; how are IT Service Management (ITSM) and IT Asset Management (ITAM) impacted? With billions of objects of all kinds joining “the network” it’s more important than ever to use automation to manage the assets of the organization and their interrelationships with other assets. Join George Spalding, EVP, Pink Elephant and Jim Blayney, CA Technologies as they discuss what’s in the future for ITSM and ITAM as they relate to the Internet of Things.
  • Does IT Asset Management Still have a Place in a Service Management World
    Does IT Asset Management Still have a Place in a Service Management World George Spalding, EVP from Pink Elephant Recorded: Jan 11 2017 56 mins
    We’ve been counting, measuring, assessing and reallocating IT assets since time began, or at least since IT time began. Now that we’ve moved into a world where Service Management is foundational to IT Asset Management (ITAM), do we still have to employ the resources (time, people, tools, etc.) involved in ITAM? After all, isn’t Configuration Management the same thing, only better? Do I need both disciplines? Isn’t ITAM really a function of Finance or Audit? As an ITAM professional, should I be worrying about my future employment prospects? Join George Spalding, EVP from Pink Elephant as he ponders the answers to these questions.
  • Projects end, but Services Live On. IT Better Focus on Delivering Services!
    Projects end, but Services Live On. IT Better Focus on Delivering Services! George Spalding, Pink Elephant and Allen Houpt, CA Technologies Recorded: Nov 4 2016 51 mins
    IT has grown up over the last 50 years as a conglomeration of hundreds of projects. And, for better or worse, IT is still in project mode. Someone (usually the business) has an idea to make things better, sells the idea to the executives, gets funding, writes a charter, and the merry-go-round begins. In most enterprises, the big picture doesn’t get propagated to the operational level. In delivering services to the business, even the PMO functions more like a traffic cop than a strategic advisor. Projects, by definition, have a beginning, a middle, and an end. Yet the business’s need for services and value from IT knows no end. The time has come to change the way IT approaches delivering services. IT needs to focus on providing agile, high-quality, ongoing services that the business needs and wants. IT must provide ongoing value to the business; all day, every day. Projects end, but well-designed services live on and on.

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