Service Catalog & the Cloud: How to Prepare for the Coming Storm
Cloud computing is here. Powered by mature virtualization technologies, public and private cloud initiatives are implemented at best of breed enterprises. If you're just getting started, users might be wondering why they can get cloud services in minutes, but getting similar services internally
Cloud computing is here. Powered by mature virtualization technologies, public and private cloud initiatives are implemented at best of breed enterprises. If you're just getting started, users might be wondering why they can get cloud services in minutes, but getting similar services internally is slow and often more expensive.
Fixing this gap between the online world and "in-house" world has taken on new urgency. It is now imperative that you provide equivalent services, with equivalent speed, agility, price and performance.
Providing cloud services in a structured manner requires a proper governance framework. Turns out ITILv3 and the tenets of IT service management fit quite nicely.
First and foremost, you must provide an online catalog of available cloud services. From self-service, to automated provisioning, to dynamic billing, your service catalog should provide all the components you need to have a best-of-breed cloud computing governance and automation framework.
This webinar will also cover common pitfalls and risks, including:
- Making sure you are not too narrowly focused, ensuring you can cover not only VMs, but also include network, storage, and applications.
- Ensuring the ability to limit offerings by role, entitlement, or location
- Creating flexible user self-service forms, bundles, pricing, and SLA options
- Designing the automated delivery, including approvals, human tasks, and automated provisioning
- Integrating your service catalog with all of your other tools to provide for a true end-to-end service
RecordedMay 17 201244 mins
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Despite increasing cloud adoption in IT departments, many organizations are still concerned with data security. Those concerns are amplified by the loss of physical control over data and the potential for mismanagement of those assets when migrating to the cloud. As a result, this is often the top barrier to cloud deployment. However, with cloud innovations growing exponentially, the new wave of security solutions is breaking down those barriers.
In this webinar, Alert Logic cyber security evangelist, Paul Fletcher, will provide you with insight on how to get over hybrid cloud security hurdles and discuss:
• Common misconceptions surrounding hybrid cloud security
• Key strategies to secure a hybrid cloud environment
• Solutions to security threats within multiple hybrid cloud environments
As organizations migrate to services like Google Apps and Office 365, there is a growing need to secure data both in the cloud and across mobile devices. With CASB, IT administrators can distinguish between managed and unmanaged mobile devices without invasive agents, yet are able to limit access to sensitive data using granular policy controls. CASBs even enable control over data once downloaded to an end-user's device. Join Bitglass and (ISC)2 on May 5, 2016 at 1:00PM Eastern for the final part of our three-part webinar series, where we discuss the drawbacks of existing mobile security solutions and the ease of deploying a CASB to secure BYOD without hassles.
The first rule of data analytics for fast-growing companies? Measure all things. When putting in place a robust data analytics strategy to go from measurement to insight, you’ve got lots of options for tools -- from databases and data warehouse options to new “big data” tools such as Hadoop, Spark, and their related components. But tools are nothing if you don’t know how to put them to use.
We’re going to get some real talk from practitioners in the trenches and learn how people are bringing together new big data technologies in the cloud to deliver a truly world class data analytics solution. One such practitioner is Celtra, a fast-growing provider of creative technology for data-driven digital display advertising. We’re going to sit down with the Director of Engineering, Analytics at Celtra to learn how they built a high-performance data processing pipeline using Spark + a cloud data warehouse, enabling them to process over 2 billion analytics events per day in support of dashboards, applications, and ad hoc analytics.
In this webinar you’ll:
* Build a simpler, faster solution to support your data analytics
* Support diverse reporting and ad hoc analytics in one system
* Take advantage of the cloud for flexibility, scaling, and simplicity
* Evan Schuman, Moderator, VentureBeat
* Grega Kešpret, Director of Engineering, Analytics, Celtra
* Jon Bock, VP of Marketing and Products, Snowflake
Register today and learn how the top SaaS strategies can streamline your business.
IDC claims that in Q3 of 2015, 4/5 of the largest storage vendors reported year-to-year declining revenue, while the hyperconvergence infrastructure market grew 116% in 2015. But not all hyperconverged solutions are created equal. Unlike first-generation converged solutions offering pre-configured “solutions” based on a reference architecture, or second-generation solutions that only combined servers, networking, and storage, SimpliVity converges ALL IT infrastructure and data services below the hypervisor onto highly efficient and scalable building-blocks with Intel processors.
In this webcast, Intel partners will learn about SimpliVity’s three key innovations and participate in a demo of SimpliVity’s Intel-based hyperconverged infrastructure:
1) Eliminating IT cost and complexity
2) Solving the data problem and addressing the IO gap
3) Increasing productivity: Global unified management through one interface
As the Internet of Things encourages businesses to embrace big data, IT professionals turn to online resources to house and manage applications. However, cyber attacks are increasingly becoming a matter of “when,” not “if,” leading IT professionals to seek robust security solutions. Still on the fence about whether your small to medium sized enterprise really needs that much protection? Join Tricia Pattee, Product Manager at HOSTING, for a 30 minute webinar about scary facts about online security you need to know. Bring your questions – we’ll host a Q&A at the end of the presentation.
You’re invited to learn about an exciting opportunity to be a part of SAP’s growing partner ecosystem. With the SAP PartnerEdge program for Application Development, SAP has made it is easier than ever for organizations like yours to build and monetize cloud applications leveraging SAP HANA Cloud Platform (HCP).
With SAP HANA Cloud Platform – an open, in-memory, standards-based platform as a service, and the primary technology for SAP application extensibility – you can:
• Rapidly build and deploy applications in the cloud for faster time to value
• Extend SAP and non-SAP software business processes to the cloud for greater agility
• Develop mobile-ready, feature-rich applications to drive productivity and customer satisfaction
• Benefit from SAP enterprise-class support, high platform availability, and access to the SAP ecosystem
As a special focus for this presentation you will also learn about a new SAP HANA Cloud Platform service for managing APIs which will help you in opening up your digital assets, foster innovation and increase revenue.
Join us on May 5 and discover the benefits of the SAP PartnerEdge program for Application Development and SAP HANA Cloud Platform, and let us help you grow your business for tomorrow.
To find out more about the SAP PartnerEdge program for Application Development and SAP HANA Cloud Platform, simply visit the Partner Center (www.sapadpc.com).
The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.
In this session Jeff Rumburg, Managing Partner at MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.
Attendees of this webcast will learn:
•Three Sources of Leverage in a Strategic Support Organization
•Two Metrics to Measure Your Progress Towards Strategic Significance
•Key Success Factors for Achieving Strategic Enlightenment
•Benchmarking Results from Strategic Support Organizations
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.
Charles Betz, IT Strategist, Architect and Advisor
What is DevOps? Where did it come from? What do it and the broader Agile movement mean for the enterprise, and for IT service management? The good news is that from a customer perspective, DevOps is one of the best things to happen in years. The challenge is that DevOps has a radically different approach to process, risk management, and IT operating models. It is transforming our basic understanding of how IT work gets done, and even how it is defined.
Come and hear an experienced enterprise architect and ITSM professional talk about a variety of cases and examples illustrating just how fundamental the DevOps challenge is for ITSM. Key points:
-DevOps culture, practices, and automation
-The trend from “project” to “product” management and what this means
-The Kanban emphasis on limiting work in process and understanding IT demand in a unified way
As a bonus, attendees will receive a brief introduction to the free, open source project Calavera, a functioning DevOps toolchain in miniature using Vagrant, Chef, Jenkins, and other modern tools. Calavera can be easily installed as a virtual environment on a modern workstation or laptop for training and educational purposes.
Desktop support has evolved dramatically in recent years. From virtualization and remote desktop control, to the rise of SWAT teams and staff augmentation, most desktop support organizations bear no resemblance to their predecessors.
In this webcast, you’ll receive industry data that illustrates key trends in desktop support. Jeff Rumburg will reveal the underlying drivers of these trends and their implications for the future of desktop support, including what today’s KPIs tell us about the future, the impact on people, process, and technology, and how to position desktop support for future success.
Charles Betz, IT Strategist, Architect and Advisor
The Open Group IT4IT™ Forum was launched in October 2014. The mission of this new Forum is to develop, evolve, and drive the adoption of The Open Group IT4IT Reference Architecture, a "business architecture for the business of IT."
This presentation will provide a brief overview of the IT4IT Reference Architecture that covers the entire IT value chain, from strategy and architecture through application development to service management and operations. It will then go into further detail on the work of the IT4IT Agile Workstream, which provides the following guidance:
- a standard reference architecture for representing portfolio and product backlogs
- a standard reference architecture integrating a DevOps toolchain in an ITSM context
- Identifies the queues typically found in the managed IT environment, facilitating greater visibility into work-in-process
- Reconciling Agile frameworks (SAFe, Kanban) with traditional process frameworks
In Unleashing the Enormous Power of Call Center KPIs, MetricNet provides an overview of the Best Practices in Call Center Performance Measurement. Our best practices help call centers lower costs and increase customer satisfaction!
Viewers will learn:
How the industry's top performing Call Centers track and trend their performance.
How to use Call Center KPIs diagnostically to achieve World-Class Performance.
How to apply Best Practices in Call Center Performance Measurement and Management.
The key success factors in performance measurement from the industry's top performing Call Centers.
Daniel Breston, Chief of DevOps Transformation, ranger4
DevOps is the marriage between Agile, Lean and IT Service Management (ITSM). To begin your journey and be successful you need to adopt and adapt from all 3 movements.
DevOps is best defined as the capability to cooperate, collaborate, communicate and continuously improve how an organisation uses and benefits from technology to satisfy the goals of a customer or help them remove a problem.
In the webinar, we will discuss:
•What are these 3 movements?
•How are they different?
•How are they similar?
•How they get you to begin a DevOps journey?
•Tips on the journey of idea to realisation?
If you are thinking of how to benefit further from Agile, looking to remove the complexities of your ITSM processes or want to understand why lean is important to your success; listen to this interactive session.
David Smith President Micromation Inc. ITSM, ITIL, Lean, Kaizen, ISO, TCO, Author – Implementing Metrics
Why you need to get in control now before it controls your destiny.
What are the cloud technologies and management challenges that they present?
What’s driving cloud adoption?
Who is responsible for managing cloud services?
What are the risks?
What impact will this have on legacy IT service models?
How do you harvest value without killing it?
Where will you get the resources?
This session is about updating your ITSM strategy and best practices to help the business manage cloud technologies. Understand the cloud components, how they fit together, governance mechanisms and underlying foundation required for successful IT Service Management.
In 45 minutes we’ll cover:
What’s cloud computing all about
Why are organization adopting it
Traditional vs. Cloud (shared) responsibility model
Cloud computing benefits and challenges
Cloud Computing Reference Architecture model and terminology
Why you need to get ready now
How to learn more: training/ certifications available
Tips on how to get started
Multi-sourced IT environments are often seen as complicated, hard-to-understand jungle of contradiction and oddities. All parties have their own expectations, rules, tools and of course people are jealously guarding their interests. Guess what? IT does not need to be so hard.
This presentation will tell how to navigate successfully in the multi-sourced IT environments and actually manage it. We share our best practices and experience by telling a customer story about how Europe’s strongest bank executed unique IT service integration
As more organisations look to adopt Service Integration & Management (SIAM) Operating Models, there is a tendency to focus solely on the IT Service Management processes, and a fixation on Incident, Problem, Change and Configuration Management. Whilst these areas are important, SIAM offers us the opportunity to deliver greater benefits to the organisation, in areas such as project management, commercial governance, contractual structures, organisation design and overall IT eco-system culture and behaviour.
This webinar will consider these opportunities, and how your SIAM programme can benefit from them.
When a company deploys new technology, success depends on effective user education and adoption. This means employees not only need to understand how the technology works, but they need to change their behaviors. This doesn’t happen through osmosis.
From the earliest stages of planning new technology deployments, companies need to think about lines of business workflow. How do people currently work and what role will the new technology play in this work?
In this webinar, you will learn fundamentals of building an adoption plan, including identifying use cases, internal marketing and collecting feedback to evaluate success.
Amy Thacker is a marketing veteran with a graduate degree in teaching. Her experience allows her to meld internal marketing strategies with training best practices.
As the gateway to IT for most end users, service and support is the biggest driver of customer satisfaction and can generate a tremendous return on investment. IT leaders and managers who ignore these facts do so at their own peril, for the simple truth is this: the success and longevity of an IT management team are directly tied to the success of service and support. In this session, Jeff Rumburg will use benchmarking data and case studies to demonstrate the untapped value of all service and support organizations.
David Smith President Micromation Inc. ITSM, ITIL, Lean, Kaizen, ISO, TCO, Author – Implementing Metrics
Learn about Lean ITSM tools used to make improvements quicker with less effort and with better results.
Listen to real-world examples of how Lean ITSM tools were used to make a difference.
- Better IT service delivery by reducing Muda (waste).
- Prevent loss of customer loyalty by reducing Mura (variance).
- Gain executive buy-in and commitment by creating better strategy & tactical plans.
- Increase success using better change controls.
- Reach end-of-job faster, with less resources and with better results.
- Control outcomes by measuring, learning and adapting more quickly.
This session is about how IT Managers used proven Lean ITSM tools to deliver and optimize quality to customers, identify waste and eliminate it, improve efficiency and the overall speed of execution of IT services.
•Why software asset management is critical to the delivery of enterprise IT
•The business benefits SAM can deliver far beyond just licencing compliance
•Why ITSM needs specialist SAM tools beyond what comes “out of the box”
•How “Traditional SAM tools” can deliver data accuracy and data input integration into ITSM’s CMDB
•How Future SAM tools can deliver even greater ROI throughout ITSM including:
oIntegration with incident, problem, project and change management
oAdvanced predictive analytics
oTechnology scenario modelling
Here it is, all the tools you need beyond THE tool. In this co-hosted webinar, Richard Josey (Unisys) and Toby Moore (AXELOS) pair up again to discuss common pitfalls in ITSM implementations and the tools available to overcome them.
From Continual Service Improvement through to Strategy, Design, Transition and Operations, there are process that regularly fall foul a common set of challenges. This often occurs due to the process we design not having the necessary tools available around them to support a healthy rate of adoption.
This presentation will explore the adoption of each ITIL® Lifecycle and explain why certain ITSM processes often fail to gain traction, and then what simple tools and templates you can use to better your chances of success.
What you will take away:
· An understanding of the common pitfalls across the ITIL Lifecycle
· Access to helpful tools such as; process maturity charts, CSI registers and Kanban boards
· Explanations as to why certain processes struggle to gain adoption
· A wider view of how tools, processes and management methods work together
ITSM Tools have gone through some significant changes over the past 10 years. They moved from on premise to cloud, are now used far beyond the IT department, became increasingly mobile and many more things.
The market leaders became legacy providers and new providers rapidly gained market share. At the same time IT delivery is shifting to a delivery model that has many internal and external providers collaborate. ITSM tools however are still not collaboration tools for service providers and prices remained high and yearly running costs even higher…Much has changed however in the past years and todays modern tools provide so much more value for significantly lower costs!
Join today’s presentation to learn more about increasing value and lowering costs at the same time...
While the value of your information is growing, security threats such as attacks or information theft are making headline news every day and becoming more serious. With SAP and HPE customers investing significantly in mobile solutions, web applications and customisations, it is critical now more than ever to invest in application security solutions.
Did you know?
43% of companies had a data breach in the past 2 years
84% of breaches occur at the application layer
75% of mobile applications fail basic security tests
It is 30x more expensive to fix issues in production than while in project phase
Please join this webinar where our presenter will share the current application security vulnerability situation, common challenges and the approach SAP has taken to ensure application security of its software using HPE Fortify solution.
George Spalding, EVP for Pink Elephant & Adam OBrien, Product Marketing Manager for SunView Software
Every organization, at one point or another, will need to utilize the capabilities and advantages that a service desk brings, with the end goal being complete satisfaction for end-users while maintaining business SLAs and expectations. Finding the balance between these goals can be challenging for any organization, but with the help of proper strategies and best practices, your business can expect to see immediate returns from your efforts.
Join George Spalding, Executive Vice President of Pink Elephant, and Adam OBrien, Product Marketing Manager for SunView Software, as they outline 5 key ways that your organization’s service desk can be optimized to fit the ever expanding needs of the digital enterprise.
IT service management forms the backbone of any forward looking IT infrastructure. Whether it’s the latest trends, techniques or strategies, the content in this channel will help you optimize your organization's IT operations.