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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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  • Channel
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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.
  • 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.
  • 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 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.
  • Metric and Measurement Mistakes that Destroy Agile - 1 PMI PMP PDU Credit Aug 25 2016 2:00 pm UTC 60 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.
  • Portfolio Management Done Better– The Next Generation Aug 10 2016 4:00 pm UTC 60 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.
  • What Do You Mean You Aren’t Agile Yet? 1 PMI PMP PDU Credit Jul 28 2016 2:00 pm UTC 60 mins
    Andy Jordan, ProjectManagement.com
    Every time you turn around, you hear about yet another organization’s successful Agile transformation – so what are you waiting for? Join Andy Jordan, ProjectManagement.com as he discusses the benefits of Agile (even if your organization is predominantly waterfall-focused) and how you can help get your organization on the path to Agile success. By attending, you will gain practical knowledge on how to help your organization quickly and confidently respond to change, deliver value faster than your competition, and build high-quality products - that your customers really want!

    This session is approved for 1 Project Management Institute (PMI) PMP Credit.
  • The Secret to Connecting PPM Strategy to Agile Execution Recorded: Jul 19 2016 38 mins
    James Chan, Director at CA Technologies
    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 Tuesday, July 19, 11 a.m. PT / 2 p.m. ET, 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
  • The Secret to Making PPM Work (with Agile) Recorded: Jul 19 2016 38 mins
    Brent Chalker, Director
    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 Tuesday, July 19 at 9 a.m. PT/12 p.m. ET 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.
  • EMEA: Get Ready for SAFe 4.0 Recorded: Jun 7 2016 59 mins
    CA Technologies, joined by Dean Leffingwell
    Listen to Dean Leffingwell, creator of the Scaled Agile Framework, to learn about the enhanced features of SAFe 4.0 and how SAFe 4.0 and CA can help you better organize around value delivery and improve your development, coordination, and delivery of large scale systems.
  • Big Room Planning Recorded: Jun 7 2016 59 mins
    Andy Carlson, Sr Principal Consultant
    Do you want faster time to market, improved quality, strategic alignment between IT and the business, and predictable delivery of features that customers actually want?

    The secret to preventing and overcoming roadblocks is big room planning: realtime, collaborative release planning where you identify risks early, untangle dependencies, and effectively scope your work so you can prioritize and deliver value faster. If you have multiple development teams collaborating on time-sensitive projects, watch CA Agile Central Solutions Architect Andy Carlson discuss:

    • How big room planning works: who participates, what you do, and why it’s worthwhile
    • How you go from waterfall to agile with a 100+ person engineering group
    • How to break down departmental silos and increase cross-functional collaboration
    • How CA Agile Central customers have used it to improve the results of their agile execution
  • Scale Your Agile Delivery Engine Recorded: Jun 7 2016 62 mins
    Eric Willeke, Business Unit Strategy Advisor and Shannah Van Winkle, Sr Director Product Management
    You want faster time to market, predictable delivery, and confirmation that you’re building the products and features customers actually want. Easier said than done, right?

    With the right combination of software and services, you can actually launch and execute scaled Agile programs in as little as three months. Using an approach like the Scaled Agile Framework® (SAFe) helps you coordinate work across teams and ensures you’re building the right things. Once you’re proficient, you’ll be positioned to establish a dependable, value-delivery engine that can transform your entire organization.

    Whether you’re looking to implement your first Agile program or scaling to add several more, CA Agile Central has a proven platform and approach to accelerating software value delivery.
  • Business Agility - Why, What, and How Recorded: Jun 7 2016 61 mins
    Craig LeClair, Vice President, Principal Analyst at Forrester Research
    Business agility is a means for organizations to respond and adapt to the new pace of change. Achieving it means transforming your organization for speed and opportunity capture. It involves changing your mindset, how you make trade-off decisions, and how you deliver products and IT services.

    Forrester has surveyed hundreds of companies about the success factors and dimensions of business agility. Through expert coaching and by transferring critical knowledge to company leaders, CA has helped hundreds of customers increase their agility organization-wide.

    Watch our webinar featuring Forrester — “Business Agility: Why, What, and How”. Guest Speaker Craig LeClair, Forrester Research Vice President and Principal Analyst, and Angela Tucci, General Manager, share lessons learned and key takeaways from successful transformations.
  • How is Agile Working for You? Recorded: Jun 6 2016 60 mins
    Kathryn Kuhn, Director of Services at CA Technologies
    When you talk about Agile, executives always want to know if their investments are paying off for the organization. Can you measure and prove that being Agile provides faster time to market, helps cut costs, and drives revenue?

    It's not uncommon to hear about organizations struggling with Agile. Many are a year or more in and just aren't seeing the amazing results they expected. Some are even seriously questioning whether the investment has been worth it.

    Watch Kathryn Kuhn, Director of Services discuss common failures and highlight real-world Agile success stories. You'll leave this webinar knowing how you can achieve amazing business outcomes with Agile.
  • Scale Agile SAFely with CA Recorded: Jun 3 2016 63 mins
    CA Technologies, Steve Wolfe and Stephanie Tanner
    Take advantage of SAFe 4.0. Find out how our software and services support the latest SAFe 4.0 guidance.

    • See how the new capacity planning and release tracking tools in Agile Central help agile release trains deliver on-time and with maximum value.
    • Experience how Flowdock helps you better communicate and collaborate in real-time and across teams, trains and communities of practice.
    • Learn how you can launch an Agile Release Train in as little as three months and get to market 2X faster, using our Ready > Sync > Go approach.
    • Visualize the new SAFe concepts—like values streams, multi-level kanban and milestones—in our enterprise platform.
  • Simplify Application Modernization with Portfolio Management Recorded: May 17 2016 52 mins
    Dave Guevara, Global Enterprise Strategy & Architecture Portfolio Solutions Leader, Ciber
    Today, business is fast-paced with more moving parts than ever before. Companies that adapt their systems quickly in responding to business needs have a distinct competitive advantage. But organizations that are saddled with legacy systems not only struggle to keep up, but they’re also likely to find themselves on the fringe of relevance. Learn how to extend CA PPM to solve these complex modernization challenges.

    Which of these modernization challenges are you dealing with now?

    •Modernization initiatives exist for our major systems, but we need “the plan” for what else must change too.

    •Our systems are highly customized so we are “stuck”! How do we get unstuck without disrupting the business and get to our target state?

    •There are a few hundred applications, many are too expensive to maintain and take too long to change, but how?

    •Groups of large applications (e.g. mainframe, ERP, custom suites) need to be modernized to meet current business needs, but big bang will take too long, cost too much and “temporary” business solutions will just keep adding to today’s complexity and cost.

    •Our best talent, who should be innovating, are stuck maintaining what we have and fixing it as best they can to meet business needs.

    Join us for a BrightTalk webinar on Tuesday, May 17th at 10am PT where CA’s alliance partner Ciber will discuss how organizations are using portfolio management methods to solve these difficult and complex application modernization and rationalization challenges.

    In accordance with its Privacy Policy, CA Technologies may disclose your registration information to its partner(s) who assist with this presentation. For more information about CA’s practices, please visit the CA Privacy Notice: http://www.ca.com/us/privacy.aspx
  • Expand Agile Beyond Teams - 1 PDU Recorded: May 10 2016 60 mins
    Dan Rice Advisor, Agile Management, Americas & EMEA
    Many companies implement Scrum and other agile practices at the team level expecting to solve key problems and often end up asking more questions. Are our teams building the right things the right way? Are we working on projects that deliver the highest value? Are we delivering what we promised, on time?

    In this webinar, we’ll take you beyond agile processes and ceremonies to agile at the business level, so you can experience what delivering with speed and satisfying customers looks like. You’ll come away understanding:

    •How to build the features customers actually want, and see a return on investment
    •How to build things right to become a fast, predictable, high-quality delivery engine
    •How to coordinate work effectively and efficiently across all levels in the organization
    •How to become a responsive, dependable partner to the business

    If it’s time for a consistent, strategic approach to work across multiple departments in your organization—from your portfolio group to your team—then you won’t want to miss this webinar.

    This event qualifies for 1 Professional Development Unit (PDU credit).
  • Take Agile to the Next Level with Forrester and CA - 1 PDU Recorded: May 9 2016 55 mins
    Diego Lo Giudice, Vice President Principal Analyst Serving Application Development & Delivery Professionals, Forrester
    The Q2 2015 Global Agile Software Application Development Online Survey from Forrester Research, Inc. shows that a third of firms have been practicing agile for more than five years, and 54% have successfully scaled their Agile practices to more than half their teams.*

    Yet practicing agile, by itself, isn’t guaranteed to deliver business value. Many companies with experienced agile teams still aren’t seeing the results they’d hoped for. Are your agile practices improving or flatlining? What good are productivity and velocity if they’re not enhancing your bottom line?

    As the speed of business accelerates and more competitors adopt agile, grassroots approaches just won’t cut it anymore. That’s why you should join our webinar on April 14 , at 10:00 AM (UK time/11am (CET) with CA Technologies Transformation Consultant or CA Agile Central, Andy Sales, and guest presenter Diego Lo Giudice, Forrester Analyst in Application Development + Delivery. You’ll learn how to apply the best practices found by both Forrester’s survey and CA Agile Transformation Consulting to give you a competitive edge and deliver business results.

    •Find out why it’s essential to connect delivery to your portfolio (upstream) and your operations (downstream) with cross-functional teams

    •Learn how to focus on cultural change to drive sustainable behavioral change

    •Get your company practicing continuous improvement with measurements that drive results

    This event qualifies for 1 Professional Development Unit (PDU credit).
  • Total Application Life Cycle Management Recorded: Apr 20 2016 50 mins
    Rick Morris, President, R2 Consulting
    In the application economy, every team needs different information in order to be effective:

    •Executives need high level portfolios / programs to be able to prioritize work to keep up with the competitive demand
    •Project Managers need project schedules, effort estimates, time tracking , and issues & risks to accurately manage project health and update status
    •Resource Managers need to balance effort estimates from support and project work to effectively see expectations of their resources
    •Developers need to break down project work, support, enhancement, and bugs to smaller segments in order to run in an agile, waterfall, or hybrid model.

    However, often there is no one software tool that all segments can agree on. Total Application Life Cycle Management is a solution from R2 consulting designed to allow organizations to leverage the investments that they have made in existing toolsets and allows users to stay in the systems most suitable for their responsibilities, yet provide leadership with integrated visibility into all activities related to the organization's portfolio of applications, including the ability to see:

    •ALL costs and information related to the entire application life cycle
    •ALL Effort expended for maintenance and support including cap/op-ex costs of the application and supporting infrastructure
    •ALL bug fixes and enhancements plus supporting information
    •Demand and resource management aligned with projects and project information
    •All compliance data include application version, contract details, and license information

    Please join us for a BrightTalk webinar where CA Partner R2 Consulting will share details about their Total Application Life Cycle Management solution and how it can help your organization create a holistic view into the business of IT.
  • Agile 101 Recorded: Apr 19 2016 61 mins
    Todd Sheridan, Agile Coach at CA Technologies
    In an app economy driven by software, agile development delivers faster time to market, increased productivity, improved quality and higher morale—and, ultimately, better business results.

    These days you’ll find agile used in banking, healthcare and manufacturing companies, and not just for developing software: business agility helps companies respond to fast-changing markets and deliver more value to customers. Accenture has found that high-performing organizations are six times more likely to have adopted agile methodologies, and the Project Management Institute has found that highly agile organizations are 50 percent more likely to
    successfully complete their strategic initiatives.

    There’s no better time to unleash the power of agile in your organization. Veteran agile coach Todd Sheridan will lead you through a quick and entertaining “Agile 101” review, where you’ll learn:

    ● An overview of agile, Lean, and Scrum
    ● How agile approaches differ from traditional methods
    ● The business benefits of agile
    ● How to sell your leadership on agile
    ● Ways to get started with agile
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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