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  • Where Are You on the Path to Omnichannel? Learn How to Move Forward
    Where Are You on the Path to Omnichannel? Learn How to Move Forward
    Scott Sachs (ICMI Business Associate); Abby Monaco (NICE Nexidia); Erica Marois (Moderator) Recorded: Feb 20 2019 58 mins
    The word omnichannel has dominated both contact center and marketing conversations for many years now. But according to ICMI research, less than one-third of contact centers in this community consider themselves truly omnichannel. Making the most of existing contact channels, customer data, and analytics can feel daunting. Taking it all to the next level? Even more so.

    If you know your contact center needs to evolve, but you're not sure how to take the next step, this is the webinar for you! No matter where you currently are on the path to omnichannel, we'll break down the complexity, dispel common myths, and help you prepare for the future.

    During this webinar, you will learn:
    - How to apply ICMI’s three-phase approach to moving from multichannel to omnichannel
    - What's next for journey mapping and customer analytics
    - How omnichannel service is transforming the future of the contact center—and what you need to know to stay ahead of the trends

    Join us for an interactive and informative hour, filled with practical tips, and complete with live audience Q&A.
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing
    Clarence Hill, David Kennedy Recorded: Feb 20 2019 84 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    Our Verizon Threat Research Advisory Center presenters will be:

    •Clarence Hill, Senior Manager, PS Advisory Services
    •David Kennedy, Managing Principal, Open Source Intelligence

    This month's theme: Device Overlays

    This webinar will also cover:

    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • Why Traditional ITSM Metrics Will Fail in 2020—And What to Do About It
    Why Traditional ITSM Metrics Will Fail in 2020—And What to Do About It
    Stephen Mann, ITSM Analyst and Matt Klassen, VP Product Marketing, Cherwell Recorded: Feb 19 2019 60 mins
    Industry best practices provide IT service desks a wealth of metrics to adopt, and benchmarking data offers guidance on the KPIs to employ. These have both remained virtually static for the last decade or longer. However, a growing reliance on IT services, a rapidly changing technology landscape, and demands that the service desk shift from a cost center to a value center, is forcing IT leaders to re-think and re-define traditional KPIs and metrics. Those who remain complacent in this respect will almost certainly fail to deliver the outcomes the business demands.

    In this webinar, hosted by ITSM analyst, Stephen Mann, and Cherwell’s Matt Klassen, you’ll learn:

    • How the evolving workplace and employee expectations are driving the need for new KPIs
    • Why the adoption of self-service, automation, and AI require further changes to your measurement philosophy
    • Metrics you are using today that will no longer be relevant in three to five years
    • Tips for developing a new portfolio of metrics that will position you for future success
  • Mastering IT Metrics
    Mastering IT Metrics
    Quentin McPhee, Implementation Manager, Vivantio Recorded: Feb 14 2019 53 mins
    IT monitoring and metrics play a key role in measuring IT service management success. By properly analyzing, understanding and measuring where the true value lies in your organization, you can effectively analyze risk, add value, reduce the cost of service delivery and boost the overall performance of your service teams.

    But without knowing what to measure, how to interpret the results and how to leverage your organization’s tools and data to make this possible, you’re setting yourself up for frustration and a lack of clarity in your reporting output.

    On Thursday, May 17th, join BrightTALK and Vivantio’s Senior Implementation Manager Quentin McPhee to learn what you and your senior management need to inform IT decision-making and drive sustainable service improvement, in practical terms.

    Quentin McPhee has more than 20 years’ experience in service management delivery and brings significant knowledge in implementing solutions for all types of organizations.

    This session is not just a ‘back to basics’, but rather will set out what every ITSM organization should be measuring and how to interpret the results, plus how to sustain the measuring process to become a self-aware powerhouse. We’ll also discuss:

    •What value reporting on your ITSM processes can realise
    •Different types of reports and who needs them
    •Tips, tricks and best practices to build out, maintain and sustain your organisation’s reporting structure

    We’ll also cover real-life examples of organizations who have improved efficiency through effective data analysis.

    --

    Vivantio is a leader in help desk, IT service management and customer service software, empowering service teams to embrace automation and improve service levels at hundreds of organisations around the world.
  • Gain Control of Your Software Licensing Universe with SAM Best Practices
    Gain Control of Your Software Licensing Universe with SAM Best Practices
    Jennah Michalik Recorded: Feb 13 2019 54 mins
    This Webinar session will consist of a brief walk through of Software Asset Management’s foundation. Diving deeper into answering the age-old IT question “What do we own and how do we own it?” Specifically, we will highlight various types of legal documentation, noting key verbiage and contractual elements Software Asset Managers encounter in their day to day responsibilities. The briefing will cover various aspects of reviewing, drafting and negotiating agreements to ensure adequate protection and overall license term understanding. Attendees will gain insight into defining drafting and assigning SAM policies, procedures and responsibilities.
  • Customer Success Stories - Brennercom
    Customer Success Stories - Brennercom
    Klemens Rauch, Development Operations Engineer & Team Leader of IT Development, Brennercom. Recorded: Feb 13 2019 4 mins
    Klemens Rauch talks about Brennercom's search for a single ITSM solution, rather than a silo of systems in each department, that could be implemented quickly and easily, without the need for development, using their current resources. Cherwell's software has enabled greater automation and far easier reporting.
  • Autonomous Threat Hunting
    Autonomous Threat Hunting
    Alexandre Pinto, Product Manager and Distringuished Engineer Security Services Global Products and Solutions Recorded: Feb 12 2019 57 mins
    Attendees will learn how Verizon's Autonomous Threat Hunting...

    •Improves automation and efficiency on monitoring and incident response processes by mimicking and applying security analyst experience and intuition at unprecedented scale.


    •Automatically builds context and relationship between indicators of compromise (IOCs), their inferred Tactics, Techniques and Procedures (TTPs), and log or event data generated by their organization.


    •Transforms hundreds of millions of raw data events into tens of high confidence alerts, so analysts can focus on investigating qualified leads.
  • Customer Success Stories - Utilize
    Customer Success Stories - Utilize
    Richard Burton, Technology Director, Utilize. Recorded: Feb 11 2019 4 mins
    Technology Director, Richard Burton, reveals the shortfalls in Utilize's old ITSM package and the transformation, growth and efficiencies within the business that Cherwell's software has enabled.
  • Q1 2019 Community Update: IT Service Management
    Q1 2019 Community Update: IT Service Management
    Harriet Jamieson, Content Manager - BrightTALK and Rich Graves, Director of Product Management Recorded: Feb 7 2019 45 mins
    Discover what's trending in the IT Service Management community on BrightTALK and how you can leverage these insights to drive growth for your company. Learn which topics and technologies are currently top of mind for IT Service Management professionals.
  • Customer Success Stories - The London School of Economics
    Customer Success Stories - The London School of Economics
    Nicos Kyriacou, IMT Service Management Officer for LSE Recorded: Feb 7 2019 3 mins
    IMT Service Management Officer for LSE, Nicos Kyriacou, tells of the extensive improvements in automation since implementing Cherwell. Service Desk staff in particular, are now able to step away from the mundane tasks and focus elsewhere, increasing productivity.
  • Accelerating Collaboration for Small Businesses
    Accelerating Collaboration for Small Businesses
    Irwin Lazar, VP and Service Director, Nemertes Research; Todd Carothers, EVP of Sales, Marketing and Product, CounterPath Recorded: Feb 6 2019 44 mins
    The collaboration needs of small businesses have similarities, but often many differences, compared to those of larger organizations. Small businesses require the flexibility to support distributed and mobile workers, and to rapidly respond to customer opportunities and needs. To succeed, small businesses must employ a broad set of collaborative technologies enabling internal and customer communications, regardless of device and location. In this informative webinar we’ll provide insight into the collaborative needs of small businesses and how solutions including team collaboration and unified communications provides competitive advantages by improving agility, decision-making, and customer and employee engagement.

    This webinar will cover:
    - Collaboration in the small business
    - Emerging technologies for customer and employee engagement
    - Characteristics of a successful collaboration and communications strategy
    - Recommendations
  • Transform IT to deliver more growth-oriented innovation
    Transform IT to deliver more growth-oriented innovation
    Darren Haway (Tiffany), Bruce Randall Recorded: Feb 5 2019 58 mins
    Digital transformation means transforming IT. Whether increasing productivity, driving insights, delivering innovation, or simply providing a consumer-like experience for employees, IT has proven to be an indispensable element in your business success.

    Join Darren Hamway, Portfolio Manager/IT Project Management Office, Tiffany & Co., and Bruce Randall, Director Product Marketing, ServiceNow to learn how to deliver innovation without negative employee impact, or breaking the bank on infrastructure and resources.

    In this webinar you’ll learn:

    How Tiffany & Co. has successfully merged their processes and procedures with ServiceNow to increase portfolio visibility and data output
    How ITSM and ITBM can be used together to automate gaps in the service lifecycle
    How combining ITSM and ITBM helps to deliver new innovations
    How to transition from successful IT service management to successful IT business management
  • How to Manage Microsoft Office 2019 for Mac
    How to Manage Microsoft Office 2019 for Mac
    Paul Bowden, Principal Program Manager, Office for Mac – Microsoft Bill Smith, Senior Professional Services Engineer – Jamf Recorded: Feb 5 2019 59 mins
    Mac and Microsoft; is there a better hardware/software duo out there? We think not. Millions are empowered every day by utilizing the productivity tools Microsoft offers and the simple user experience Mac delivers. But, IT often struggles with keeping their Microsoft software current on their growing fleet of Mac computers. Well, not anymore. 
     
    In our webinar, Paul Bowden of Microsoft and Bill Smith of Jamf explain old, new and better ways of installing Office 2019 for Mac. 
     
    You’ll learn how to:

    •Manage Microsoft AutoUpdate (MAU) leveraging .plist files and configuration profiles
    •Leverage the Mac App Store as a new option for deploying Office
    •Activate and configure Office for Mac in one click (yes, one!)
    •Implement policy management best practices across your entire organization
  • 5 Tips for ITSM Metrics That Drive Superior Business Outcomes
    5 Tips for ITSM Metrics That Drive Superior Business Outcomes
    Stephen Mann, ITSM Analyst and Matt Klassen, VP Product Marketing, Cherwell Recorded: Feb 5 2019 60 mins
    Thanks to your organization’s growing reliance on IT services, the importance of your IT service desk has never been greater. However, in order to deliver on ever-increasing expectations, and to maintain a seat at the table, your service desk needs to up its game. But where should you focus your improvement activities?

    The answers are held within your IT service desk’s performance management system and metrics. In this webinar, hosted by ITSM analyst, Stephen Mann, and Cherwell’s Matt Klassen, you’ll learn:

    • The most common issues associated with traditional ITSM KPIs
    • The impact of business changes on service desk metrics
    • How to assess the suitability and relevance of your current portfolio of metrics
    • Practical tips for defining and aligning KPIs to meet current and future needs of your organization
  • Evolving DevOps: a Service-Oriented Perspective
    Evolving DevOps: a Service-Oriented Perspective
    Mark Smalley, the IT Paradigmologist Recorded: Feb 5 2019 45 mins
    Service is about the intentional and dynamic configuration and interaction of the service provider’s and the service consumer’s resources (in the broadest sense of the word).

    In an IT service context, IT service is all about the underlying IT service resources such as applications and infrastructure are configured and how they interact, together with people and organization, partners and suppliers. You can’t actually do anything with IT service apart from define it and provide it – if you want to do anything substantive, you have to act on the underlying applications and infrastructures.

    DevOps is about doing substantive things to and with applications and infrastructure. Contributing to the emergence of IT service when all the stars are aligned. The stars need to be aligned because of all the other disciplines (and often organizational entities) that also play a role.

    Using these concepts gives you a better grip on who is (probably) responsible for what, enabling you to establish a better working relationship.
  • How to Manage Microsoft Office 2019 for Mac
    How to Manage Microsoft Office 2019 for Mac
    Paul Bowden, Principal Program Manager, Office for Mac – Microsoft Bill Smith, Senior Professional Services Engineer – Jamf Recorded: Feb 5 2019 59 mins
    Mac and Microsoft; is there a better hardware/software duo out there? We think not. Millions are empowered every day by utilizing the productivity tools Microsoft offers and the simple user experience Mac delivers. But, IT often struggles with keeping their Microsoft software current on their growing fleet of Mac computers. Well, not anymore. 
     
    In our webinar, Paul Bowden of Microsoft and Bill Smith of Jamf explain old, new and better ways of installing Office 2019 for Mac. 
     
    You’ll learn how to:

    •Manage Microsoft AutoUpdate (MAU) leveraging .plist files and configuration profiles
    •Leverage the Mac App Store as a new option for deploying Office
    •Activate and configure Office for Mac in one click (yes, one!)
    •Implement policy management best practices across your entire organization
  • Delivering ITSM For Business Maturity: A Practical Framework
    Delivering ITSM For Business Maturity: A Practical Framework
    Beverly Weed-Schertzer - Executive ITSM Consultant, edifyIT Recorded: Jan 31 2019 44 mins
    ​We are in confusing times when it comes to adopting ITSM to deliver functional technology services to the business. ITSM seems to be out-dating itself with ever-changing operating models. This can negatively impact strategies to mature IT and the Business together. The role of IT provider over the last three decades of rapid technological advancement hasn’t adapted nearly enough to mature the company.

    You may of heard this many times - "IT must focus on aligning to the business and have a primary focus on service integration". Is your ITSM program working to achieve this focus? Most likely you are among the growing population that is failing or missing the target in order to achieve results with ITSM that ensures business quality and maturity. Listen to Beverly Weed-Schertzer as she explains a fresh perspective on ITSM from practical experiences spanning over three decades.

    Take back control of your ITSM program!
  • The Advantages of ITIL 4 in the Modern World
    The Advantages of ITIL 4 in the Modern World
    Marcel Foederer - Lead Architect Team in Axelos and ITIL Trainer at ITpreneuers Recorded: Jan 31 2019 49 mins
    What are the advantages of ITIL 4 in the modern world?

    Find out from Marcel Foederer - Lead Architect Team in Axelos and ITIL Trainer at ITpreneuers in this Future of ITSM session.
  • Should we still be optimising ITIL for today’s digital services?
    Should we still be optimising ITIL for today’s digital services?
    Steve Morgan - Director, Syniaid IT Recorded: Jan 31 2019 35 mins
    ITIL has long been established as the de-facto framework for the management of IT services. However, the world has moved on. Our IT services are delivered differently and the tools we use to deliver them are commonly cloud-based or delivered by complex multi-vendor models.

    Like a prize-fighter, ITIL is being dusted-off for one last crack of the title, whilst new younger fighters enter the ring. Should we still be looking to optimise our processes using ITIL as a reference point? What other alternatives are available?

    This presentation will look at how to use ITIL as the basis for an effective IT operating model, and what else you ought to be looking at to successful deliver today’s complex digital IT services.
  • Radical transparency in DevOps and ITSM for an excellent customer experience
    Radical transparency in DevOps and ITSM for an excellent customer experience
    Nancy Van Elsacker Louisnord - President, TOPdesk USA Recorded: Jan 30 2019 39 mins
    For many organizations, the prevailing impact of DevOps on service delivery within ITSM is more prominent now than ever before. When your Dev, Ops or both processes are outsourced to one or multiple vendors, it complicates everything for your organization, its users and leadership even more. Add to that the increased importance placed upon service teams to improve customer experience and you can see how ITSM and DevOps are siloes that must be broken down.

    Knowing where DevOps, ITSM and business principles originate and how to align them is a first step towards better service delivery. However, achieving a truly excellent customer experience takes radical transparency throughout the entire service chain.

    In this presentation, Nancy will walk you through the varying steps you can take to achieve excellent customer experience by aligning DevOps and ITSM. She will define what radical transparency looks like at the various parts of the chain -- whether your Dev, Ops or ITSM processes are in-house or outsourced.

    Nancy Van Elsacker Louisnord is the president TOPdesk USA. She’s also a public speaker, a contributor to numerous leading industry publications and a service management expert.
  • Dev + Ops + Sec = A better business
    Dev + Ops + Sec = A better business
    Daniel Breston, Principal Consultant, Virtual Clarity & Daniel Blander, Principal Consultants, Techtonica, Inc. Recorded: Jan 30 2019 49 mins
    This is not going to be a normal BrightTalk event of sharing slides but instead an open conversation with Daniel Blander, well-known author of technology security practices and how to best blend them into DevOps, ITSM or general organisational practices. Daniel and I will spend 15-20 minutes discussing some basics, but we are looking for your questions on how to use security to help your staff, processes, suppliers and customers benefit from a safer technology product and services provider.

    Daniel Blander leads the Security Portfolio for Virtual Clarity. He is a highly experienced and recognized expert in the fields of information security, risk management, compliance, operations, and organizational change. He has over 20 years of global experience as CTO, CSO, as well as an advisor to Fortune 100 and startups alike in the fields of Banking, Healthcare, Retail, Technology, Airline, Hospitality, Government, and Entertainment. His work resulted in his nomination in 2008 as Information Security of the Year for the West by the Executive Alliance and is a frequent lecturer at security conferences around the world. Daniel has also been recognised for his contributions to DevOps and the publications many view as the main books of knowledge such as The DevOps Handbook.

    This session will be facilitated by Daniel Breston, a long-time technology professional in Banking and Utilities. Constantly involved in service management practices and events, Daniel has learned how to blend lean and agile to help leaders and teams make the best use of technology to serve their customers. Now Daniel is using this knowledge to look at cloud and other virtualisation practices to create the paradigm of technology and people.
  • Managing Compliance and Security in the Cloud
    Managing Compliance and Security in the Cloud
    Benny Czarny, Tzach Horowitz, Ariel Zeitlin, Diana Kelley Recorded: Jan 30 2019 43 mins
    "In the age of breaches, enterprises are looking to understand the security and compliance risks associated with data stored in, and accesible from, cloud applications so they can better prepare should the unthinkable happen. With data and workloads moving to the cloud, securing the enterprise is more critical than ever.

    Join cloud, security and compliance experts as they discuss:
    - How to proactively analyze security risk from the business perspective
    - What you need to know about your data, and how to ensure it is compliant when in the cloud
    - How to automate security policy changes
    - Top challenges for CISOs and CIOs
    - Achieving security and compliance across multiple clouds
    - Steps to take today"

    Presenters
    Benny Czarny, CEO and Founder, OPSWAT
    Tzach Horowitz, Pre-Sale Director, Cybergym
    Ariel Zeitlin, CTO and co-founder, Guardicore
    Diana Kelley, Cybersecurity Field CTO, Microsoft
  • How Can You Bring Dev and Ops Together and Develop High Performing Teams?
    How Can You Bring Dev and Ops Together and Develop High Performing Teams?
    Dimitri van den Broek - Chief Evangelist, DASA (DevOps Agile Skills Association) Recorded: Jan 30 2019 39 mins
    There are different schools of thought on how to bring Dev and Ops together. Join Dimitri van den Broek as he discusses and shares examples from leading organizations, explaining how they build integrated teams. Learn about investing in Culture and T-shaped individuals and why they are critical for DevOps success.
  • DevOps Pipeline Conversations:  Improving Your Plumbing
    DevOps Pipeline Conversations: Improving Your Plumbing
    Simone Jo Moore, Service Management Mixologist & Human API, SJM Recorded: Jan 30 2019 50 mins
    It’s all about the interactions! Each organisation is different in the way it is structured, how it
    communicates and what capabilities are in place to deliver their services. So, it follows that the
    pipeline of ‘how’ their processes move through the organisation is also different. Simplicity and
    smooth-flowing operations takes more than DevOps. Help unlock the combination of DevOps, ITIL
    and other ITSM Practices. Build a strong base from which to take the next leap into the future by
    making your pipeline of processes viable, dynamic and useful. Simone takes you through the
    process conversation, improving the H2H component (human-to-human) and being effective in
    bringing it together.
  • The Business Value of Intelligent IT Automation
    The Business Value of Intelligent IT Automation
    Michael Dortch, DortchOnIT.com / Robert Roberts, Segra / Mike Bombard, Virima Technologies Inc. Recorded: Jan 29 2019 61 mins
    Automation brings several obvious benefits to any IT estate. These include more consistent performance of critical and mundane tasks and compliance with business processes. But when intelligently applied, IT automation can deliver significant additional benefits and business value.

    • Free up skills for more complex, higher-value tasks
    • Ensure timely updates of CMDB data as changes occur across the environment
    • Better cyber security through more consistent, more timely patch and update deployment

    You need a clearly defined set of goals and a solid plan to achieve intelligent automation. And you need to ensure your IT management solutions are up to the tasks required.

    Join industry experts Mike Bombard, Robert Roberts, Director of IT Operations and Support at Segra and Michael Dortch for an informative, thought-provoking discussion of the benefits and challenges of intelligent IT automation. You’ll learn things you can do now and things you should be thinking about to achieve and extend intelligent automation across your IT estate.
  • Driving Quality Assurance:  Clients buy outcomes and results!
    Driving Quality Assurance: Clients buy outcomes and results!
    Roger Lee, Director Customer Success, Gridspace Feb 21 2019 7:00 pm UTC 60 mins
    Ring in 2019 … Join us for a discussion on how machine learning analytics drives quality assurance.

    Here are a few interesting statistics from a study by Siegel and Gale entitled “Simplified CX is Worth $86B. Are You Getting Your Share?”

    *64% of consumers will pay more for simpler experiences
    *61% of consumers are more likely to recommend a brand because it’s simpler to use

    Imagine having machine learning to process and interpret large volumes of data, especially all of your calls -- which drive action through decisions and predictions … on a scale and speed of data consumption that we as humans can’t match. Machine learning is dynamic. It learns and becomes “smarter” the more data it processes.

    Forget the debate on statistically significant sample size, and begin to analyze the total population of calls with machine learning. This will better drive targeted action for coaching, developing staff, and identifying broken processes. Machine learning helps us understand “what was said” as well as considering “tone” and “sentiment” (or emotions), all while helping with compliance, security, regulations, etc., and allowing you to focus on the customer experience.

    During this webcast, Roger Lee, Director Customer Success for Gridspace, will share his thoughts on how we as contact center leaders, process improvement experts, and quality monitoring gurus can use machine learning speech analytics to improve both the customer and employee experience.

    He will provide action-oriented tips to streamline your quality monitoring program:

    1. Why now?
    2. Why automate and how?
    3. How to utilize the analyses from analytics-driven QA for both contact center and enterprise.
  • Inside HR Trends in 2019: Transform Your HR Service Delivery with ServiceNow
    Inside HR Trends in 2019: Transform Your HR Service Delivery with ServiceNow
    John Huckle, Josh Scott, Stacey Prezel, Bradford Shelley, Meghan Lockwood Feb 26 2019 6:00 pm UTC 60 mins
    Learn what trends HR leaders are talking about in 2019 with results from Business Forward's Annual HR Leadership Survey - then be a pioneer of those strategic initiative trends.

    Business Forward and Acorio executives will walk you through going beyond the "imagination" and show you how to make real changes with the power of ServiceNow's HR Service Delivery platform.
  • What Service and Support Managers Should Know About AI
    What Service and Support Managers Should Know About AI
    Stephen Mann, ITSM.tools; Roy Atkinson, HDI; Dr. Akhil Sahai, Symphony SummitAI Feb 27 2019 6:00 pm UTC 60 mins
    Articles, headlines, blogs, and presentations about AI are everywhere, most being either apocalyptic (we’ll all lose our jobs) or utopian (we won’t have to work) about how AI will affect the near future. In this webinar, industry analysts Stephen Mann and Roy Atkinson and AI expert Dr. Akhil Sahai will speak directly to service and support managers about how AI is being integrated into service management software, and how that integration has a direct bearing on how service management and support can and will be done in the near future.

    The webinar will feature a panel discussion followed by time for attendee Q&A.

    What You Will Learn:

    In this webinar, we will discuss:
    - What AI is and is not
    - How AI is being built into service management tools
    - How next-generation tools will affect the day-to-day operations of service and support

    Who Should Attend:
    - Service desk/support center directors, managers, supervisors, and team leads
    - ITSM professionals responsible for workflows and processes
    - Support organization leaders
  • What’s New in ITIL 4? Key Changes, Implications, and Practical Guidance
    What’s New in ITIL 4? Key Changes, Implications, and Practical Guidance
    George Spalding, EVP, Pink Elephant and Matt Klassen, VP, Product Marketing, Cherwell Feb 28 2019 6:00 pm UTC 60 mins
    ITIL 4, the latest version of the most widely adopted ITSM framework, has been released! This version integrates DevOps, Agile, and Lean IT principles for a holistic end-to-end systems approach.

    Pink Elephant, well-known for ITIL training and certification, has played an integral role in ITIL and IT service management over the past 30 years. The ITIL experts from Pink Elephant have been at the forefront of ITIL’s evolution since its inception, and are now playing a significant role in the development of the latest version, ITIL 4.

    Join George Spalding, EVP, Pink Elephant, 20-year ITIL veteran, who has been working with ITIL 4 since early last fall and who co-authored the ITIL V3 Continual Service Improvement volume and Matt Klassen, VP, Product Marketing, Cherwell for an inside look at this most recent ITIL release.
  • New Security Policies with macOS: What PPPC Means for You
    New Security Policies with macOS: What PPPC Means for You
    Michael Paul, Program Manager – Jamf Mar 6 2019 2:00 pm UTC 60 mins
    With macOS 10.14, Apple introduced new user data protections and ways to manage them. Say hello to the concept of Transparency, Consent and Control (TCC) with Privacy Preference Policy Control (PPPC) configuration profile payload. Quite the mouthful, but an incredible new feature for better securing Mac and protecting users.

    In our webinar, New Security Policies with macOS: What PPPC Means for You, we explain why these new security policies matter and how you can put them in place at your organization. 

    We'll cover:

    •An overview of user data protection
    •How to identify impacted apps and devices
    •How to properly manage new security settings
    •How to use the PPPC configuration payload
  • New Security Policies with macOS: What PPPC Means for You
    New Security Policies with macOS: What PPPC Means for You
    Michael Paul, Program Manager – Jamf Mar 6 2019 7:00 pm UTC 60 mins
    With macOS 10.14, Apple introduced new user data protections and ways to manage them. Say hello to the concept of Transparency, Consent and Control (TCC) with Privacy Preference Policy Control (PPPC) configuration profile payload. Quite the mouthful, but an incredible new feature for better securing Mac and protecting users.

    In our webinar, New Security Policies with macOS: What PPPC Means for You, we explain why these new security policies matter and how you can put them in place at your organization. 

    We'll cover:

    •An overview of user data protection
    •How to identify impacted apps and devices
    •How to properly manage new security settings
    •How to use the PPPC configuration payload
  • Enabling Your Agents in the Age of the Customer
    Enabling Your Agents in the Age of the Customer
    Noel Roberts, CTO and VP of Marketing, Aria Solutions Mar 12 2019 6:00 pm UTC 60 mins
    The world of customer experience is continuously evolving. It is common knowledge that you must offer your customers one-on-one interactions that stand out among the rest, but do your agents have what they need to be successful?

    Join us for this interactive discussion in which Aria will share how world-class organizations are focusing on enabling their agents and giving their front-line the tools they need to win at each customer interaction. Learn how you can do this too!
  • Keeping Remote Support Simple: The Key to Productivity and Engagement
    Keeping Remote Support Simple: The Key to Productivity and Engagement
    Roy Atkinson (HDI), Kyle Turner (LogMeIn) Mar 19 2019 5:00 pm UTC 60 mins
    We all know that remote support is a critical piece of the support ecosystem. Keeping tools simple and easy to use, both individually and as a whole suite, is a key component to staff and customer engagement and satisfaction.

    Whether we're talking about internal employee support or external customer support, making support as fast and easy as possible is essential. But support staff often have to have multiple screens open for multiple tools, and moving from one to the next can be frustrating and can contribute to human error. Integrated tools help to streamline the work and the workflow, save time for staff and customers, decrease effort, reduce human error, and save money.

    What You Will Learn:
    - Why remote control is one of the top three “must-have” technologies for successful support
    - How “tool sprawl” gets in the way of effective, efficient support
    - How simplicity helps across the board, with employee satisfaction and customer satisfaction

    Who Should Attend:
    - Service desk/support center directors, managers, supervisors, and team leads
    - Support organization leaders
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing
    John Grim, David Kennedy Mar 20 2019 2:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    Our Verizon Threat Research Advisory Center presenters will be:

    •John Grim, Senior Manager, Investigative Response – Americas
    •David Kennedy, Managing Principal, Open Source Intelligence

    This webinar will cover:

    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • Strategies for Transforming Service Integration
    Strategies for Transforming Service Integration
    Michelle Major-Goldsmith and Simon Dorst, Kinetic IT Apr 11 2019 10:00 am UTC 45 mins
    Uncover strategies for transforming service integration with Michelle Major-Goldsmith and Simon Dorst of Kinetic IT.
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Ashish Thaper Apr 18 2019 2:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    This Month's Theme: Data Breach Investigations Report (DBIR)

    Our Verizon Threat Research Advisory Center presenters will be:

    •Ashish Thaper, Senior Manager, PS Advisory Services
    •David Kennedy, Managing Principal, Open Source Intelligence

    This webinar will cover:

    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Adam Harrison, Principal Consultant, PS Advisory Services May 16 2019 2:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    This month's theme: Moving to the Cloud: Complexities with Cloud Based Investigations

    Our Verizon Threat Research Advisory Center presenters will be:

    •Adam Harrison, Principal Consultant, PS Advisory Services
    •David Kennedy, Managing Principal, Open Source Intelligence

    This webinar will cover:

    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Eric K. Gentry, Principal Consultant, PS Advisory Services Jun 19 2019 2:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    This month's theme: Social Attacks

    Our Verizon Threat Research Advisory Center presenters will be:

    •Eric K. Gentry, Principal Consultant, PS Advisory Services
    •David Kennedy, Managing Principal, Open Source Intelligence

    This webinar will also cover:

    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • ITSM and Digital Transformation – the Business Benefits
    ITSM and Digital Transformation – the Business Benefits
    Mark Smalley, the IT Paradigmologist Jul 16 2019 8:00 am UTC 45 mins
    If we didn’t have IT service management, we’d be in a right mess. But how do you identify and articulate the benefits of ITSM in terms that business people understand?

    Starting with familiar ITSM notions such as utility and warranty, this talk explores how these relate to tangible business benefits such as more sales, higher prices, and lower costs and risks. Is ITSM just about keeping the lights on, and is it just as difficult to relate ITSM effort to business benefits as it is to say how much the cleaner’s broom contributed to last month‘s sales? This talk lets you decide for yourself.
  • ITSM and Digital Transformation
    ITSM and Digital Transformation
    Simon Dorst and Michelle Major-Goldsmith - Kinetic IT Jul 16 2019 10:00 am UTC 45 mins
    A look at ITSM and Digital Transformation with Simon Dorst and Michelle Major-Goldsmith.
  • Cloud Credential Council's Look at ITSM and Digital Transformation
    Cloud Credential Council's Look at ITSM and Digital Transformation
    Mark O' Loughlin - Cloud Credential Council Jul 16 2019 3:00 pm UTC 45 mins
    Mark O' Loughling of Cloud Credential Council looks at ITSM and Digital Transformation
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    John Grim, Senior Manager, Investigative Response - Americas Jul 17 2019 2:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    This month's theme: VIPR (VTRAC) Incident Preparedness Report

    Our Verizon Threat Research Advisory Center presenters will be:

    •John Grim, Senior Manager, Investigative Response – Americas
    •David Kennedy, Managing Principal, Open Source Intelligence

    This webinar will also cover:

    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • Verizon Threat Reseaerch Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Reseaerch Advisory Center Monthly Intelligence Briefing (MIB)
    Clarence Hill, Senior Manager, PS Advisory Services Aug 21 2019 2:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    Our Verizon Threat Research Advisory Center presenters will be:

    •Clarence Hill, Senior Manager, PS Advisory Services
    •David Kennedy, Managing Principal, Open Source Intelligence

    This webinar will also cover:

    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • Verizon Threat Reserach Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Reserach Advisory Center Monthly Intelligence Briefing (MIB)
    Hayden Williams Sep 18 2019 2:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    This month's theme: Endpoint Detection & Response (EDR) Solutions and their support to Incident Response & Threat Intelligence

    Our Verizon Threat Research Advisory Center presenters will be:

    •Hayden Williams, Corporate Development, Senior Manager
    •David Kennedy, Managing Principal, Open Source Intelligence

    This webinar will also cover:

    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Ashish Thapar, Senior Manager, PS Advisory Services Oct 16 2019 2:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    Our Verizon Threat Research Advisory Center presenters will be:

    •Ashish Thapar, Senior Manager, PS Advisory Services
    •David Kennedy, Managing Principal, Open Source Intelligence

    This month's theme: PoS Intrusions/Card Skimming/PFIs

    This webinar will also cover:

    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • Inside ITIL® 4 – the Digital Perspective
    Inside ITIL® 4 – the Digital Perspective
    Mark Smalley, the IT Paradigmologist Nov 5 2019 9:00 am UTC 45 mins
    How does ITIL 4 contribute to the digital enterprise?
    What is a digital enterprise, for that matter, and which digital capabilities are required?
    How does the digital operating model contribute to transforming the enterprise?
    What’s the importance of planned and emergent continual improvement in keeping up with dynamic digital demand?
    How is the role of management changing?
    Which resources and practices do ITSM practitioners have at their disposal to co-create value from digital investments?

    This talk will explore these questions and more.
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Adam Harrison, Cryptocurrency Nov 20 2019 3:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    Our Verizon Threat Research Advisory Center presenters will be:

    •Adam Harrison, Principal Consultant, PS Advisory Services
    •David Kennedy, Managing Principal, Open Source Intelligence

    This month's theme: Cryptocurrency

    This webinar will also cover:

    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Eric K. Gentry, Principal Consultant, PS Advisory Services Dec 18 2019 3:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    Our Verizon Threat Research Advisory Center presenters will be:

    •Eric K. Gentry, Principal Consultant, PS Advisory Services
    •David Kennedy, Managing Principal, Open Source Intelligence

    This webinar will cover:

    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!