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Reduce Support Costs by Optimizing Relevancy

This session focuses on how to wring efficiency out of Support processes by connecting the right resources with the right issues and problems on the first try, and matching relevant information with what matters to each individual in the process. It will explore how to achieve a higher first call resolution rates, while realizing up to 25% fewer inquiry calls to the service desk and a potential 85% reduction in time spent on every ticket from occurrence to assignment.
Recorded Aug 21 2012 41 mins
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Presented by
Desi DosSantos, VP Alliance Products, xMatters & Erik Hille, Sr Principal Product Marketing Manager, CA Technologies
Presentation preview: Reduce Support Costs by Optimizing Relevancy

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  • Why Agile Seemed Like a Good Idea at the Time - 1 PMI PMP PDU Credit Jan 12 2017 3:00 pm UTC 60 mins
    Andy Jordan, ProjectManagement.com
    Organizations are frequently tempted to modify and adapt their Agile approaches as they become more experienced.  As they then try and expand Agile use into other areas, or as they look for ways to integrate Agile and traditional project execution approaches they realize they are facing some unintended consequences.  Join Andy Jordan, ProjectManagement.com as he discusses how best to look at options for enhancing or modifying Agile at your organization and how to ensure you aren’t causing future problems.

    This session is approved for 1 Project Management Institute (PMI) PMP Credit.
  • The hybrid portfolio: Can’t we all just get along? Jan 11 2017 5:00 pm UTC 60 mins
    Andy Jordon, ProjectManagement.com and Jim Tisch, Dir Product Marketing, PPM
    Agile is here to stay, waterfall’s not going away anytime soon, and more and more organizations are creating hybrid project execution models that combine both. What does that mean at the portfolio level? If you’re struggling to manage a portfolio of different project approaches, if you have executives looking for common reporting metrics, or if you have frustrated project teams, this webinar is for you. Join PPM expert Andy Jordan as he explains:
    •Value based reporting that ignores the project execution approach
    •The importance of flexibility in portfolio planning and delivery
    •The need to create an environment that supports both Agile and waterfall
    •Some simple steps you can take today to improve hybrid portfolios
    The future of portfolio management will include both Agile and waterfall, unless you’ve mastered them both you need to attend this webinar.
  • Strategic Agile vs. PPM – a grudge match or BFFs? Dec 6 2016 5:00 pm UTC 60 mins
    Andy Jordon, ProjectManagement.com and Jeff Moloughney, Sr. Dir Product Marketing, PPM
    Agile is increasingly becoming a factor at the strategic level. There are a number of different frameworks for scaling Agile and they are starting to touch on the realm of traditional portfolio management. Does that mean portfolio management has to change? Does strategic Agile have to adapt? Are we going to end up with multiple portfolios? In this engaging webinar portfolio management expert Andy Jordan breaks through some of the confusion and offers guidance on:
    •How to incorporate more strategic Agile concepts into portfolio management
    •The importance of differentiating strategic Agile from Agile for strategic projects (they are different)
    •Minimizing disruption and maximizing commitment with strategic Agile
    •Leveraging Agile in all forms of portfolio management
    This webinar promises to challenge some of the Agile stereotypes that exist as Andy offers innovative ideas and approaches that promise to give all organizations a chance to improve portfolio success. Don’t miss out, register today.
  • From Failure to Success – Get There in Fewer Sprints Than Thought Possible 1 PDU Nov 17 2016 3:00 pm UTC 60 mins
    Andy Jordan, ProjectManagement.com
    Join Andy Jordan, ProjectManagement.com as he provides a guide to building a foundation for success before your Agile transformation actually begins. In this presentation, he will address the importance of executive buy-in, setting realistic expectations and aggressive but reasonable growth plans, communication, and the ability to measure progress appropriately. By attending this session, you will learn the importance of a commitment to organizational evolution and the recognition that things can take time - Agile isn’t a silver bullet that makes all problems disappear immediately.

    This session is approved for 1 Project Management Institute (PMI) PMP Credit.
  • Do I look outdated in this tool suite? Nov 7 2016 5:00 pm UTC 60 mins
    Andy Jordon, ProjectManagement.com and Jeff Moloughney, Sr. Dir Product Marketing, PPM
    We feel sorry for Andy Jordan, the presenter of this webinar. In his consulting practice he deals with many organizations looking to take project execution to the strategic level, but who think they can succeed with desktop project management tools, spreadsheets and sticky notes. Now Andy shares some war stories and provides practical advice on how to:
    •Recognize when you need new tools
    •Determine what kinds of tools you need
    •Build a tool suite environment that supports your business today and in the future
    •Use tools as an enabler for better performance
    This webinar promises a few laughs, but also a few sobering moments when you likely recognize your organization’s mistakes. Don’t become one of Andy’s war stories, sign up today.
  • Agile for Speed, productivity and … happiness  Oct 27 2016 5:00 pm UTC 60 mins
    Longda Yin, Principal Agile Consultant
    Agile employees outperform so-called “hard workers” by nearly 20 percent, and research from Korn Ferry found that companies with more agile executives had 25 percent higher profit margins than their peers. Given the pervasiveness of agile in software development circles, and the pervasiveness of software as the backbone for every business today, it’s no surprise that agile tenets have pervaded employee expectations about the workplace. It’s why some of our agile coaches encourage customers to use employee happiness as a productivity metric.  
    Agile cultures are engaging cultures, and engaging cultures produce engaged employees. Are you ready to get going? We can help. Join us on Thursday, October 27, 10am PST / 1pm ET for this engaging webinar.
  • Overcoming the Challenges of Scaling Agile Project Management - 1 PDU Oct 20 2016 2:00 pm UTC 60 mins
    Andy Jordan, ProjectManagement.com
    Organizations are increasingly looking to expand Agile to a greater number of projects and to increasingly diverse business areas.  The process and tools that served them well for just a handful of software development projects may well struggle to scale vertically and horizontally and organizations need solutions. Join Andy Jordan, ProjectManagement.com as he discusses the need to evolve Agile approaches in different areas and at different scales.

    This session is approved for 1 Project Management Institute (PMI) PMP Credit.
  • The Secret to Making PPM Work (with Agile) Oct 19 2016 2:00 pm UTC 60 mins
    James Chan, Director Agile Management, Technical Sales and Ian McGinnis, Advisor, Pre-sales
    You’re already using CA Project & Portfolio Management to manage your innovation lifecycle and make better strategic decisions. What if you could take that up a notch by adopting agile and connecting your development work to your company’s most important business initiatives?

    Join our experts on Thursday, 20 October at 15:00 BST / 16:00 CEST for an insightful webinar, “The Secret to Making PPM Work (with Agile).” You’ll discover how to:

    - Prioritize and select the right investments
    - Coordinate agile teams to deliver on those investments
    - Provide visibility into a fast, predictable, high-quality delivery engine.
  • The Secret to Connecting PPM Strategy to Agile Execution Oct 18 2016 2:00 pm UTC 60 mins
    James Chan, Director Agile Management, Technical Sales and Ian McGinnis, Advisor, Pre-sales
    You’re already using CA Agile Central at the team level and possibly into the program level. But to effectively increase your speed to market you need to link your team-level work with the business strategy.

    Join us on Wednesday, 18 October at 15:00 BST / 16:00 CEST for our webinar: “Igniting Business Agility - The Secret to Connecting PPM Strategy to Agile Execution”. You’ll discover how to:

    · Identify and sequence the right investments for the desired business outcomes
    · Align agile delivery teams to deliver on those investments
    · Leverage a rapid, predictable, high-quality delivery engine to empower nimble business decisions
  • Start from the beginning – or what never happens with PPM Oct 11 2016 4:00 pm UTC 60 mins
    Andy Jordon, ProjectManagement.com and Jim Tisch, Dir Product Marketing, PPM
    Project Portfolio Management or PPM is rapidly becoming a mainstream project execution approach. It is a key element of the linking of strategy with project delivery, and without that link organizations risk falling short of their strategic goals. However, as PPM expert Andy Jordan explains in this webinar, many organizations are starting PPM way too late in the business cycle. In his usual high energy, engaging style, Andy will explain:
    •The problems with many PPM approaches
    •Why PPM begins too late, and where it needs to begin
    •How to move your organization to more effective PPM
    Andy will use this webinar as a ‘call to action’, urging organizations to improve their PPM approach and providing them with tools to do so. If your organization wants to improve its project performance you simply cannot miss this webinar.
  • The 7 Things I Wish I Knew Before I Started Down the Agile Path - 1 PDU Sep 29 2016 2:00 pm UTC 60 mins
    Andy Jordan, ProjectManagement.com
    Every organization’s Agile transformation is different, however there are key landmines that can cause an organization’s Agile transformation to struggle. Join Andy Jordan, ProjectManagement.com as he discusses how you can avoid seven common Agile transformation mistakes and put your organization on the right path with Agile.

    This session is approved for 1 Project Management Institute (PMI) PMP PDU Credit.
  • Transform Your Agile Strategy to Deliver More Value Sep 27 2016 1:00 pm UTC 60 mins
    Dan Rice Advisor, Agile Management, Americas & EMEA
    Many companies experimenting with agile development methods in their engineering and IT groups are having only mixed success.

    Unless you’re implementing agile both upstream (through your portfolio) and downstream (through testing and operations,) you’re not harnessing agile’s full power through Digital Transformation. Being faster to market doesn’t help your bottom line if you deliver the wrong things, and failing to get the right things into production fast means you’re leaving money on the table.

    Join this web seminar to gain insight into the benefits of a digital transformation. You’ll discover a strategic, collaborative approach to channel the power of agile and deliver more value to your customers.
  • A Modern PMO’s Guide to Scaling Agile Sep 22 2016 5:00 pm UTC 60 mins
    Margo Vistacion, Principal Analyst, Forrester Research & James Chan, Director of Agile Management, CA Technologies
    According to Forrester Research, customer obsession has
    created a business environment of continual disruption. And in order to adapt in an environment where change is the new normal, PMO leaders are looking for ways to scale Agile across the enterprise and transform into a value-focused organization.

    But scaling Agile to the enterprise requires a significant
    shift in the way business is run. Join this webinar with Forrester Analyst, Margo Vistacion, and CA Technologies Director of Agile Management, James Chan, as they discuss best practices for making the transition to Agile and how to levrage a modern, value-based
    portfolio management framework.

    You will learn:
    The changes modern PMOs can take to embrace Agile across the organization and bring
    executives on board
    How to adopt an Agile framework that is flexible enough to keep pace with your changing
    How to transition your focus from project delivery to delivering value
  • Stop Starting. Start Finishing. CA Technologies GIS Journey to Agile Sep 20 2016 5:00 pm UTC 60 mins
    Mahendra Durai, SVP, IT Officer
    Are your teams building the right things, the right way? How do you know? Are they working on projects that deliver the highest value to the company? Can your company rely on you to deliver what you promised, on time? The struggle to meet these expectations is real and organizations all over the world are trying to go agile to better connect their business strategy to the execution of work.  
    Join us on Tuesday, September 20, 10am PST / 1pm ET, for a unique look into how CA Technologies GIS organization took on an agile transformation. During this webinar, you’ll learn: 
    •The obstacles faced as they embarked on this journey and how they overcame these obstacles 
    •The benefits almost two years later 
    •Their vision and roadmap for scaling agile further in their organization 
    No one can tell you agile is easy; the shift requires executive buy-in, culture or behavior change and ultimately the desire to provide your customer with what they need to be successful. Spend some time with us and ask questions. We’ll help you get to a point where your organization can stop starting and start finishing.   
  • Become a Report Writing Wizard with Jaspersoft Sep 15 2016 5:00 pm UTC 60 mins
    Japishar Singh & Doug Kalkowski, Winmill Software
    The power of CA PPM is in the information it can put at your fingertips. The Jaspersoft Ad Hoc reporting feature enables users create their own reports without specialized programming knowledge. With Jaspersoft, users can create their own custom reports in a number of different formats. Users can add or remove columns, format data, add filters and more without any help from developers.

    In his 60 minutes webinar we’ll cover:

    •An introduction of Jaspersoft Ad Hoc reports in CA PPM
    •Understanding Jaspersoft and report writing terminology
    •Stepwise creation of different types of Ad Hoc views and reports - Tables, Charts, Crosstabs
    •Personalizing Ad Hoc reports
    •Best Practices
  • PMO and PPM – A match made in heaven (again)? Sep 7 2016 4:00 pm UTC 60 mins
    Andy Jordon, ProjectManagement.com and Jeff Moloughney, Sr. Dir Product Marketing, PPM
    Project Portfolio Management (PPM) began life associated with PMOs, but for many organizations it shifted to other functions – strategy offices, organizational change management departments, etc. Now the pendulum is swinging back to PMOs, and this time those PMOs have to make it work. Join well known PMO expert Andy Jordan and CA guru Jeff Moloughney for this thought provoking look at how PMOs can deliver PPM success, including:
    •Formal vs. informal portfolio management
    •Enterprise vs. departmental portfolio management
    •Strategic project execution
    •Full lifecycle management
    The combination of practical concepts and real world success stories promises to provide an not-to-miss webinar, presented in Andy and Jeff’s up tempo and entertaining style. Join us to help drive your PMO to PPM success.
  • Metric and Measurement Mistakes that Destroy Agile - 1 PMI PMP PDU Credit Recorded: Aug 25 2016 58 mins
    Andy Jordan, ProjectManagement.com
    To be a high performing business, you require effective metrics and measurements that will help you gain valuable performance insights which will help drive informed and strategic decisions for your organization. Join Andy Jordan, ProjectManagement.com as he discusses what people are doing wrong when it comes to Agile metrics and provide guidance on how to get it right – the first time. Andy will also discuss the risks of using common metrics between Agile and waterfall approaches as well as why organizations need to focus on value-based metrics rather than arbitrary metrics of progress.

    This session is approved for 1 Project Management Institute (PMI) PMP PDU Credit.
  • How to Plan & Manage Work as a Highly Regulated CRO Recorded: Aug 17 2016 48 mins
    Kael Pratt, Senior Principal Consultant
    As a Clinical Research Organization, you likely collect large volumes of data to price out and manage your clinical trials. But, with the new revenue recognition regulations that went into effect earlier this year, the way you plan and manage your business is fundamentally changing. Are you ready for it? Join this exclusive webinar for an overview of how the new regulations may affect you, and how you can be prepared to:

    •Manage your revenue recognition properly
    •Maintain control over your projects and increase profit margin
    •Align your accounts with the proper regulations
    •Ensure you are utilizing your employees in the most effective manner
  • Portfolio Management Done Better– The Next Generation Recorded: Aug 10 2016 61 mins
    Andy Jordon, ProjectManagement.com and Jim Tisch, Dir Product Marketing, PPM
    Does your organization practice portfolio management? Do you feel there’s still an opportunity to do things better? If so, or if you haven’t yet committed to portfolio management, this webinar is for you. Industry expert Andy Jordan will explain the concept of portfolio driven organizations, a response to existing portfolio management falling short of expectations. Among other topics covered will be:
    •The portfolio driven concept
    •Building an integrated planning and delivery organization
    •The role of the PMO
    •How to make it happen
    Don’t miss this chance to gain a competitive advantage on your rivals, join us for this webinar and get access to leading edge thinking on portfolio management and practical steps to making it happen in your organization.
  • CA PPM Overview Presentation (French version) Recorded: Jul 30 2016 53 mins
    Rafael Ramos Gomez de Balboa
    Project and Portfolio Management (PPM) solutions from CA Technologies empower you to innovate with agility, transform your portfolio with confidence, and optimize the right resources and investments to manage business demands.

    In this live demo you will see a high-level overview of the CA PPM solution and hear how it can help your organization to:
    -Improve project execution results
    -Maximize resources
    -Provide organizational visibility
    -Increase ROI
Educational Webcasts for Business & IT Professionals
Join the CA BrightTALK Channel to learn how Agile solutions and services, and Project & Portfolio Management (Agile Management) can help companies plan, execute, and deliver more work, more rapidly. Our industry experts and featured analysts will delve into topics that matter most to PPM and Agile professionals and practitioners and will provide practical advice and tips on how you can gain business agility and use it to your advantage in the App Economy.

Some sessions are approved for Project Management Institute (PMI) Personal Development Credits (PDUs).

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  • Title: Reduce Support Costs by Optimizing Relevancy
  • Live at: Aug 21 2012 3:00 pm
  • Presented by: Desi DosSantos, VP Alliance Products, xMatters & Erik Hille, Sr Principal Product Marketing Manager, CA Technologies
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