Educational Webcasts for Business & IT Professionals
The consumerization of IT, BYOD and changing service delivery models are driving organizations to really transforming their approach to Service Management. This is requiring a re-think of the IT front office, emphasizing self-service, improved collaboration and integrated and personalized offerings targeted to their specific audience, available across any device. At the same time, organizations continue to need to reduce costs and drive operational efficiency to free up resources to support innovation and growth initiatives.
Join us for one of our many insightful webcasts featuring customers, analysts, partners and evangelists as they talk about how you can transform your complex IT service portfolios into well-managed, optimized productivity solutions that make it easier for business users to get what they need, when they need it, while reducing operational cost and driving greater efficiency.
Some sessions will be approved for Personal Development Credits.
How We Got Here & How We’ll Get There (1 PriSM CPD Credit)George Spalding, Executive Vice-President, Pink Elephant; Rob Stroud, Vice President, Strategy & Innovation, CA TechnologiesOver the past several years, ITSM has evolved dramatically. What was considered mature and effective Service Management a short time ago is barely sufficient today. Does this get you thinking about what is next for ITSM and whether your Service Management solution is the one to take you to the next level? Good! Let’s get together and talk about it. We will look at industry best practices, lessons learned and what you should consider in your future plans to get to the next frontier of ITSM.
Join George Spalding, Executive Vice President of Pink Elephant, as he presents his thoughts about how we got HERE and what he believes are the next best moves to get us THERE – in the future of ITSM. George Spalding won the 2012 Ron Muns Lifetime Achievement Award from HDI, is one of the world’s most insightful IT Service Management and Support experts and has spent several years as a consultant to the White House, the Smithsonian Institute, and the Federal Bureau of Investigation. George is an ITIL Expert, he is a regular author of IT articles and white papers, and is a presenter at global ITSM conferences and events.Read more >
Over the past several years, ITSM has evolved dramatically. What was considered mature and effective Service Management a short time ago is barely sufficient today. Does this get you thinking about what is next for ITSM and whether your Service Management solution is the one to take you to the next level? Good! Let’s get together and talk about it. We will look at industry best practices, lessons learned and what you should consider in your future plans to get to the next frontier of ITSM.
Join George Spalding, Executive Vice President of Pink Elephant, as he presents his thoughts about how we got HERE and what he believes are the next best moves to get us THERE – in the future of ITSM. George Spalding won the 2012 Ron Muns Lifetime Achievement Award from HDI, is one of the world’s most insightful IT Service Management and Support experts and has spent several years as a consultant to the White House, the Smithsonian Institute, and the Federal Bureau of Investigation. George is an ITIL Expert, he is a regular author of IT articles and white papers, and is a presenter at global ITSM conferences and events.
Today’s IT consumers want to answer their own questions, resolve their own issues and make their own requests. They love to interact with others and they expect Immediate action and results. With Service Management increasingly becoming the “face of IT”, IT organizations must respond or become obsolete. IT must deliver a unified user experience, anywhere, anytime, on any device, that users actually look forward to using. In this webcast, learn about the role that mobility, social media and self-service play in meeting today’s ”service expectations” of IT and its consumers and the resulting increased productivity and user satisfaction, and improved perception of IT.
We heard some pretty heady stuff today and, not surprisingly, there is significant change on the horizon. Smart people, new concepts, new perspectives, new ideas and even some very different takes on the old way of doing IT. Join Eric Hille of CA and George Spalding of Pink Elephant as they recap, rework, slice, dice and dissect what we learned today and try to extract the essence of just where ITSM is headed in the near term. Stay Tuned!
Consumer demands continue to evolve, and many consumer habits are now infiltrating the enterprise. IT service providers face challenges in recognizing and meeting these new demands. IT service providers that evolve their service and support models to become more consumer-centric can deliver service experiences that facilitate real business outcomes and help create a culture of enablement and innovation.
Like a cat and a dog? Well, not quite. ITAM and ITSM processes may be different, but are really complementary. Typically, these two disciplines are implemented in separate areas of the organization with entirely different business objectives, with ITAM being seen as a finance function and ITSM as a technical and operations function.
In this informative session, join Jenny Schuchert of IAITAM and Eric Feldman of CA Technologies as they explain how the interaction of ITSM processes such as incident, problem, change and request management with ITAM functions such as vendor, contract, procurement, license, and software asset management help your organization deliver services more efficiently, and help IT become the business productivity engine.
Seemingly overnight millions of workers are using smartphones and tablets on a daily basis. The rapidly growing use of these devices greatly impacts user expectations of service and needs to be reflected in IT service management and support strategies. This session describes ways IT organizations can leverage mobile technologies to deliver a positive and empowering service and support experience to their customers and to increase the productivity of both their customers and the entire IT support organization.
Businesses and institutions are putting increased pressure on IT in general and the support center in particular to demonstrate real value. Because of the ease and availability of cloud-based solutions and managed service organizations, businesses are examining their alternatives and seeking the best value for their investments. To address the need to show value, some support centers have made changes to their staff, their tools and their metrics, while many have not. This webinar will discuss the changes being made, some of the successes and failures reported by support centers, and will point some ways to improve both the function and the perception of the support center in the larger organization, including better marketing of support and better alignment to organizational strategy.
While IT organizations find themselves challenged to transform to deliver value, IT Service Management must similarly evolve to address a more dynamic, consumer-driven universe—in which IT services are increasingly becoming definers for business and organizational effectiveness. This webinar will address changes in ITSM-related technologies from SaaS, to analytics and automation, to mobile, with an eye to cloud, agile and other industry trends. It will also address the changing role of the service desk as ITSM, IT Operations, and application development increasingly inhabit common ground. Takeaways will include criteria for evaluating ITSM-related software, as well as insights into how to advance in levels of service management maturity.
The age of the customer is upon us and expectations on customer experience are only increasing. For the IT Service Desk, there is growing distance between what the business expects from their IT experience and how IT delivers that service. Forrester Senior Analyst, Amy DeMartine, will cover trends affecting the service desk, examples on how to change the service desk approach by focusing on customer experience and research about 12 firms that have transformed their service desk experience. Come find out how others are increasing customer experience and setting the IT Service Desk on fire.
Webinar 2 builds upon the information presented in the Webinar 1: SaaS Versus On-Premise…What Are My Options? In Webinar 2, we take a deeper dive into the decision making process that leads to the right model for your enterprise systems or utility services.
Some of the issues that need analysis when making a cloud/no-cloud decision include analysis of the costs, understanding the use cases, looking at security and governance, and the value of time-to-market and agility. The idea is to weigh the positives and the negatives, understand the core metrics, and then make a decision based upon the best available information.
We’ll explore how to understand the deployment realities when considering an on-premises versus SaaS solution. We’ll suggest a decision model and step-by-step process to define the core metrics for the decision, and provide some helpful experiences from the trenches from those who have made these critical calls in the last several years.
Topics covered include:
•Step 1: Comparing Costs
•Step 2: Understanding Use Cases
•Step 3: Considering Security and Governance
•Step 4: Considering Time-to-Market and Agility
•Step 5: Pulling the Trigger
•Step 6: Considering Operations