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IT Service Management

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  • Service Desk Best Practices Service Desk Best Practices Jeff Rumburg, Managing Partner at MetricNet Recorded: Sep 13 2016 64 mins
    In this webcast, MetricNet will share the key success factors from the industry's top performing Service Desks. Attendees will:

    HEAR how the industry's top performing Service Desks achieve world-class status.

    LEARN key strategies for enhancing your Service Desk performance.

    APPLY Best Practices from your peers in the industry.
  • Improving the Customer Experience with Avatars Improving the Customer Experience with Avatars Mark Laird, Sopra Steria Recorded: Sep 7 2016 34 mins
    In this webinar you will learn how Sopra Steria is implementing Avatars to improve the Customer Experience without having to replace the underlying Service Management platform.
  • Improve User Service with FREE Password Self-Service from FastPass Cloud Improve User Service with FREE Password Self-Service from FastPass Cloud Finn Jensen, FastPassCorp Recorded: Sep 1 2016 51 mins
    20-35% of all calls to the service-desk are related to password problems. Usually the main issue is considered to be the cost for the IT-department. Our statistics however indicate that the user value of self-service is most important!

    To help the HPE and VIVIT community to get started with the self-service technology, we will introduce the FREE service from FastPass Cloud for VIVIT members from 2000-30,000 users in line with the offer together with HPE for Service Anywhere customers.

    Join this webinar and learn how you can improve user productivity from the FREE FastPass Cloud service. You will also see how you can get high user acceptance with the extended FastPass.

    For customers not prepared to go with Cloud FastPass, it is also available on-premise.
  • Preview of Next HPE Service Manager and ITSM Automation Suite Releases Preview of Next HPE Service Manager and ITSM Automation Suite Releases Michael Pott, Scott Knox, Greg W. Morrison, Sree Subramaniam, HPE Recorded: Aug 31 2016 87 mins
    Join us in this webinar to discuss latest HPE Service Manager and ITSM Automation Suite innovations and learn about what is coming with the next releases. Topics we will look at include:

    New service portal for HPE Service Manager based on HPE Propel technology for a superior user experience
    End user chat using virtual agent and Big Data technologies for improved customer satisfaction
    Native email integration leveraging Big Data analytics to decrease ticket handling times further
    New innovations to leverage Chat for IT Operations Management use cases such as the major incident process
  • Using Lean IT  metrics to streamline ITSM Using Lean IT metrics to streamline ITSM David Smith President Micromation Inc. ITSM, ITIL, Lean, Kaizen, ISO, TCO, Author – Implementing Metrics Recorded: Aug 10 2016 49 mins
    Since IT is primarily “Knowledge Work” it’s critical we understand our productivity vs. the value we create. Time is the key factor in calculating productivity. It is also important to know what value-added vs. non-value activities consume our time.

    Leading organizations are tapping into a new Lean IT measurement model to better understand how to measure throughput, efficiency, effectiveness and quality of ITSM services.

    There are three common measurement constraints:
    1. What to measure for value creation, alignment and operational excellence.
    2. Interpreting results. Many lack the skills and methods required to analyze metrics data to support corrective or preventative action.
    3. Getting/trusting data. Underlying data collections systems are not designed to support analytical methods required for management decision making and/or are not trustworthy.

    This session is about how savvy IT managers are implementing a new Lean IT monitoring and metrics and ITSM.

    In 45 minutes we’ll cover: 
    What’s Lean all about
    How Lean maximizes customer value by minimizing waste
    Critical to quality measurement for ITSM
    Value stream mapping technique
    Lean ITSM value stream metrics
    Interpreting result with examples of non-value activities (waste)
    How to get trustworthy data
    How to learn more
    How to get started for no cost
  • DevOps Needs Metrics DevOps Needs Metrics Daniel Breston, Chief of DevOps Transformation, Ranger4 Recorded: Aug 9 2016 39 mins
    How do you know you are on course?
    How do you know your Agile is making things faster?
    How do you know your ITSM is making things safer?
    How do you know your lean is making things better?
    How do you judge whether you are improving or getting feedback at the right time and for the right purpose?
    How do you know feedback is being used?

    DevOps is there is help guide you on WHY you want to use metrics that are key and what these metrics will help you change. DevOps challenges you you to use them wisely though and this in itself is a cultural shift. Metrics drives collaboration and communication. Learn more via this session on how Key Indicators of Performance can help your idea to realisation (development of an idea until it goes operational) lifecycle.
  • New trends in IT Service Management monitoring New trends in IT Service Management monitoring Diego Berea - Director of Ozona Consulting, ISO 20000-2 co-editor, ISO 20000-9 project editor Recorded: Aug 9 2016 47 mins
    Monitoring tools have always been there. Other sources also provide useful information to calculate availability and performance of IT Services.
    However, not always that data contributes to provide real insight of the health of IT Services and their impact in business.
    This session presents new trends in the monitoring, aggregation and automation of service availability, service capacity and service level monitoring, aligned with ISO 20000 requirements and ITIL best practices.

    In 45 minutes we’ll cover: 
    - Service monitoring needs according to ITIL and ISO 20000
    - ITSM vs BSM, aligning IT with the business
    - Real-time, historical and predictive monitoring
    - Different approaches to service monitoring
    - New trends in service monitoring, dashboards and reports
    - How to learn more
    - Tips on how to get started
  • How to use a Discovery Tool to Supercharge Your ITSM Program How to use a Discovery Tool to Supercharge Your ITSM Program Doron Orbach, Bill Dyck, Nick Rendall Recorded: Jul 20 2016 66 mins
    IT departments are constantly searching for new ways to optimize the speed, quality, and cost of their IT Service Management (ITSM) activities. Surprisingly, one solution that is often overlooked in the optimization process is the increased usage of a discovery tool within a configuration management system (CMS) to be the powerhouse for all ITSM, ITAM, operations analytics, and even network management processes.

    This webinar will take a deep dive into the uses of discovery tools and how they can be greater leveraged into all facets of ITSM, ITAM, operations analytics, and network management processes for increased value creation.

    Discovery Tools: Why they’re more relevant than ever
    ITSM, ITAM, operations analytics, and network management use cases and functions enabled by an integrated Discovery Tool
    Examples of successful integrated Discovery Tool usage across all IT processes
    HPE Universal Discovery Tool and Applications
  • Optimizing the Tradeoff: Cost vs. Quality in IT Service and Support Optimizing the Tradeoff: Cost vs. Quality in IT Service and Support Jeff Rumburg, Managing Partner at MetricNet Recorded: Jul 19 2016 64 mins
    Cost vs. quality: It’s a perennial issue in technical service and support. Drive your costs too low, and you risk sacrificing the quality of service. Conversely, if you push quality too high (yes, that’s possible!), then you drive your costs through the roof. Understanding the cost/quality tradeoff is the most critical step toward optimizing your support model.

    Using data from more than 300 benchmarks worldwide, Jeff Rumburg will illustrate how top-performing service and support organizations strike an appropriate balance between the cost of service delivery and the quality of support provided. He’ll share simple yet powerful techniques that will enable organizations to pinpoint their position on the cost vs. quality curve, determine if higher (or lower) quality is justified, reduce costs without sacrificing quality, and improve quality without increasing costs.

    Finally, he’ll share an interactive scorecard that organizations can use to determine whether service and support has been optimized, and, if it hasn’t, to identify the tangible steps needed to achieve an optimized support model.
  • What Going Digital Really Means to IT What Going Digital Really Means to IT Bill Briggs, CTO, Deloitte Consulting LLP Ross Mason, Founder and VP of Product Strategy, MuleSoft Recorded: Jul 19 2016 64 mins
    Almost everyone is undergoing digital transformation, but not everyone knows the right way to do it. In a recent MuleSoft survey, 96 percent of respondents are executing on digital transformation initiatives or planning to do so in the near future. However, the results also showed that just 18 percent of IT decision makers are confident that they will succeed in meeting this year’s digital transformation goals. To do this effectively, IT teams need different skill sets, tools, and more importantly, different mindsets. Join Bill Briggs, CTO at Deloitte, and Ross Mason, Founder and VP of Product Strategy at MuleSoft, to learn how IT can grow beyond “business as usual".

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