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Help Desk and Support

  • What Is Natural Language?
    What Is Natural Language? Jordi Torras, Inbenta CEO Recorded: Mar 24 2017 2 mins
    Inbenta CEO Jordi Torras explains the differences between natural and formal language and how computers can be enabled to understand the way humans naturally talk.
  • How Machine Learning & NLP Deliver Results
    How Machine Learning & NLP Deliver Results Jordi Torras, Inbenta CEO Recorded: Mar 24 2017 3 mins
    An explanation of how machine Learning and natural language processing work together in the Inbenta solution to deliver results from day one onward.
  • Looking Before You Leap Into ITSM SaaS
    Looking Before You Leap Into ITSM SaaS Amy DeMartine, Principal Analyst, Forrester Research Recorded: Mar 22 2017 41 mins
    •SaaS is becoming the dominate platform of choice for customers in many areas – including IT Service Management (ITSM).  If your service management team is evaluating ITSM solutions in the cloud then you must know what are some the important criteria and topics to evaluate before signing that contract for ITSM SaaS. Senior Forrester Analyst, Amy DeMartine, will share with you what you and your team need to consider and answer questions to help you avoid the pitfalls of moving your ITSM implementation to the cloud.
  • Evolving Customer Support in a Shift-Left World
    Evolving Customer Support in a Shift-Left World Roy Atkinson and Peter Zeinoun Recorded: Mar 21 2017 61 mins
    More and more organizations are using the shift-left approach to support, bringing more complex work down to Level 1 and moving more repetitive work out into self-service. Likewise, more customers are seeking to solve their own problems before contacting support. With Level 1 work becoming more complex and more urgent for customers, remote support teams must optimize their processes and rethink their customer support strategies.

    In this webinar, HDI’s senior analyst, Roy Atkinson, will tell you why organizations are shifting left. You’ll discover how robust remote tools are enabling support teams in high-performing organizations to provide quick resolution to half or more of their issues.

    What you’ll learn:
    * Industry expert tips on how to run a more efficient, more cost-effective support center
    * Best practices for identifying when, where, and how to shift left
    * Actionable advice on leveraging remote support to improve the delivery of support across the support center and desktop support
    * Effective use cases for deploying technology to enhance the support teams value and optimize their role in a shift-left world

    Who should attend:
    * Support center managers seeking to improve the performance of their support centers
    * Desktop support managers seeking to familiarize themselves with the latest practices and tools
    * Anyone in technical service and support seeking a better understanding of remote support capabilities
  • The Biggest Mistakes Companies Make With a Software Vendor Audit
    The Biggest Mistakes Companies Make With a Software Vendor Audit Patricia Adam Recorded: Mar 21 2017 59 mins
    Patricia Adams will talk you through the biggest mistakes companies make with a software audit and how to avoid them
  • Frost & Sullivan Presents: How to Engage the Modern Customer
    Frost & Sullivan Presents: How to Engage the Modern Customer Melanie Turek, Vice President, Enterprise Communications Recorded: Mar 14 2017 62 mins
    Do you know what happens when a customer contacts your business? Surprisingly, most companies don’t. That’s because ensuring a great customer experience is extremely difficult. But there is a way to bridge that gap. Join us for an informative webinar with Frost & Sullivan’s Melanie Turek and learn how to:

    • Optimize customer engagement, globally and on every channel of choice

    • Create exceptional experience at every step of the customer journey

    • Modernize your contact center by integrating with the latest tools your customers need

    • Extend customer engagement beyond the bounds of the contact center by leveraging internal experts
  • Deconstructing Enterprise Security Response
    Deconstructing Enterprise Security Response Jon Oltsik, Senior Principal Analyst, Enterprise Strategic Group & Piero DePaoli, Senior Director of Product Marketing Recorded: Mar 14 2017 60 mins
    Join Jon Oltsik, Senior Principal Analyst at the Enterprise Strategic Group, as he shares his During this webinar, Jon Oltsik, Senior Principal Analyst, Enterprise Strategy Group, will outline the essential capabilities for an effective enterprise threat response architecture.

    •Why incident response automation projects are finally making CISOs’ short lists
    •Why Incident response is “growing up”, leaving behind manual processes and home-grown software
    •The essential functionality for an effective enterprise security response platform
    •The future: Moving from reactive to proactive incident response
     
    The session will include an interactive Q&A session, hosted by Piero DePaoli, Senior Director of Product Marketing for ServiceNow Security.
  • A View of the World's Largest & Fastest Growing Data Center Spot
    A View of the World's Largest & Fastest Growing Data Center Spot Kelly Morgan 451 Research and Mark Kidd Iron Mountain Recorded: Mar 9 2017 33 mins
    A View of the World's Largest & Fastest Growing Data Center Spot and why you should be there

    The Northern Virginia market, which includes multiple locations in/around Washington DC, continues to be one of the largest and fastest growing datacenter hot spots in the world and top market for cloud providers. While much has been said about the area, please join us to discuss the latest in: what makes the market special, why so many firms want datacenter space there, how the market is evolving, and which locations to consider when thinking about a deployment in the area.

    Please join us for a webinar with Kelly Morgan, Vice President at 451 Research and Mark Kidd, Senior Vice President and General Manager for Iron Mountain Data Centers, for a discussion on the Northern Virginia market and Iron Mountain’s approach to the market.
  • Operational Excellence: The Key to Safeguarding Your IT Infrastructure
    Operational Excellence: The Key to Safeguarding Your IT Infrastructure Dan Thompson Senior Research Analyst 451 Research and Kelly Sullivan, VP Global Data Center Operations at CenturyLink Recorded: Mar 2 2017 42 mins
    Data center uptime is more critical than ever as more and more business processes are digitized. Having a sound foundation starts with having a solid and reliable data center in which to deploy your IT infrastructure. The data shows that how a data center is run and managed is the single biggest contributor to uptime.

    Join 451 Research Senior Analyst, Dan Thompson, and Kelly Sullivan, VP Global Data Center Operations at CenturyLink for a dialog on how operational excellence is put into practice and has become a core of the organizational culture at CenturyLink.

    Hear real-world experience and insight derived from managing a global fleet of 57 data centers and how the Uptime Institute Management and Operations Stamp of Approval program helped them raise their game through a regiment of continual improvement.
  • Five Tips to Maximize Your Online Customer Community
    Five Tips to Maximize Your Online Customer Community Roger Woolley, CCNG Member and Independent Consultant Recorded: Mar 1 2017 52 mins
    In the fast pace world we live in today, customers are looking for quick, easy and effortless experiences to solve their problems. Companies, on the other hand, are striving to engage with their customers more often and build stronger relationships.

    Online communities are well suited for these ongoing conversations where companies can strengthen their brand, lower support costs, and provide an easy way for customers to learn from each other.

    Online communities are one of the fastest growing destinations for asking product questions, requesting product enhancements, and obtaining technical support. Learn how these five tips will maximize your online customer community and elevate your customer’s experiences.
  • A View of the World's Largest & Fastest Growing Data Center Spot
    A View of the World's Largest & Fastest Growing Data Center Spot Kelly Morgan 451 Research and Mark Kidd Iron Mountain Recorded: Feb 28 2017 1 min
    A View of the World's Largest & Fastest Growing Data Center Spot and why you should be there

    The Northern Virginia market, which includes multiple locations in/around Washington DC, continues to be one of the largest and fastest growing datacenter hot spots in the world and top market for cloud providers. While much has been said about the area, please join us to discuss the latest in: what makes the market special, why so many firms want datacenter space there, how the market is evolving, and which locations to consider when thinking about a deployment in the area.

    Please join us for a webinar with Kelly Morgan, Vice President at 451 Research and Mark Kidd, Senior Vice President and General Manager for Iron Mountain Data Centers, for a discussion on the Northern Virginia market and Iron Mountain’s approach to the market.
  • How Does It Work? Intelligent Self-Service Search
    How Does It Work? Intelligent Self-Service Search Inbenta Recorded: Feb 26 2017 2 mins
    Inbenta, a global leader in artificial intelligence, utilizes patented natural language processing technology to provide a highly accurate search solution for customer support, e-commerce and chatbots.
    Inbenta's semantic search engine understands & delivers results based on the meaning behind customers’ search queries, not just the individual keywords, leading to improved customer satisfaction, lower support costs and stronger ROI. The result? Industry leading 90%+ self-service rates.
  • AI World 2016 Panel Discussion with CEO Jordi Torras
    AI World 2016 Panel Discussion with CEO Jordi Torras Jordi Torras, CEO, Inbenta Recorded: Feb 26 2017 36 mins
    Focused on business websites and corporate intranets, Inbenta is a global pioneer in a new class of enterprise semantic search technology that's aimed to dramatically improve the experience of online customers. By using the latest developments in natural language processing technologies and artificial intelligence, Inbenta has helped multiple companies drop incoming email queries and customer support calls because the customer easily finds what they are looking for on the company's website. Inbenta also specializes in self-service, e-commerce search, virtual assistants, chatbots, support ticketing and knowledge management.
  • Service Desk Implementation - 5 Steps to Success
    Service Desk Implementation - 5 Steps to Success Richard Graves and Curtis Shelton Recorded: Feb 23 2017 37 mins
    CSS and ServiceAide are presenting a webinar:
    Service Desk Implementation - 5 Steps to Success
  • ITSM, ITAM and The Internet of Things: Peaceful Evolution or Armageddon?
    ITSM, ITAM and The Internet of Things: Peaceful Evolution or Armageddon? George Spalding, EVP, Pink Elephant and Jim Blayney, CA Technologies Recorded: Feb 23 2017 60 mins
    With the “Internet of Things”, everything is connected to everything else. How do I define what’s in my infrastructure? Is there a network perimeter anymore? An end-point? A gateway? What about tools to manage this; how are IT Service Management (ITSM) and IT Asset Management (ITAM) impacted? With billions of objects of all kinds joining “the network” it’s more important than ever to use automation to manage the assets of the organization and their interrelationships with other assets. Join George Spalding, EVP, Pink Elephant and Jim Blayney, CA Technologies as they discuss what’s in the future for ITSM and ITAM as they relate to the Internet of Things.
  • HPE ITSM Automation and Containers – Accelerating Deployment and Time to Value
    HPE ITSM Automation and Containers – Accelerating Deployment and Time to Value Michael Pott, Scott Knox, Greg W. Morrison, HPE Recorded: Feb 23 2017 53 mins
    More IT and computing is moving to public networks such as Amazon Web Services (AWS) and Microsoft Azure. Increasingly, internal/private IT is being restructured to provide similar services. Along with this are changes in the ways applications are being built, deployed, and maintained reflected by the rapid adoption of containers and microservices. What does this mean to IT Service Management and the service desk organization?

    Join this webinar to learn w HPE Software and our ITSM Automation (ITSMA) solutions are doing to both take advantage of these trends and also help support these trends. We’ll discuss the benefits to the service desk team of faster deployments, quicker time to value, and reduced administration and maintenance. Please join us to learn more about what HPE ITSMA provides today and what’s coming soon.
  • Building a Business Case for IT Service Management
    Building a Business Case for IT Service Management Jarod Greene, VP of Product Marketing, Cherwell & Lucrecia Chandler, ITSM Training & Comms Manager, Sam Houston Univ. Recorded: Feb 21 2017 25 mins
    Lucrecia Chandler, Training and Communications Manager at Sam Houston State University, will share her ITIL and ITSM implementation journey. From managing manual processes with a home-grown work order system to implementing automated ITIL processes using Cherwell Service Management, Ms. Chandler will show how she accounts for service delivery costs and evaluates financial efficiencies.
  • Make knowledge management valuable and fun
    Make knowledge management valuable and fun Sebastian Teeling, Knowledge Specialist at ComAround Recorded: Feb 20 2017 37 mins
    More satisfied employees, higher resolution rates, fewer cases for the service desk, and an up-to-date and relevant database. We dare say that this is the result of a structured approach to knowledge management, using proven methods that make knowledge valuable and fun. In this webinar, we tell you how to go about it!

    Service desks should provide high-quality support on time and using limited resources. Nothing strange about that. But how can the service desk work with Knowledge Management and build a qualitative knowledge base concurrently? And what factors motivate the service desk team and make them feel involved and engaged, both in their professional roles and in achieving the objectives established by the organization as a whole? In simple terms, how do you make knowledge valuable and fun?

    In this webinar we demonstrate how the service desk can:
    work to make the knowledge base useful in the long term
    create procedures and processes that engage and motivate
    reduce costs and improve service to the organization

    Listen to Sebastian Teeling, Knowledge Specialist at ComAround, as he demonstrates how the support organization can work to make the knowledge base valuable in the long term and to create procedures and processes that engage and motivate.
  • KCS – the value creating process
    KCS – the value creating process Lena Stormvinge, one of 15 certified KCS trainers in the world Recorded: Feb 20 2017 30 mins
    Effective knowledge management improves the service levels and the service desk work flow dramatically. The support organization will benefit from 60% shorter resolution time, 40% higher first-contact resolution rate, and 30% more satisfied employees.

    In this webinar you will learn:
    - What the established knowledge management methodology KCS (Knowledge-Centered Service) is
    - How KCS can improve the results of self service
    - How modern technology empowers the support team to capture, structure, and share knowledge within the entire organization
    - How the whole organization will benefit, both in the short and the long term

    Listen to Lena Stormvinge, one of 15 certified KCS Trainers in the world, go through the core principles of KCS and demonstrate why a KCS verified knowledge tool matters, and how it creates value to the whole organization.
  • 5 Ways to Introduce DevOps to your ITSM World
    5 Ways to Introduce DevOps to your ITSM World Doug Tedder Tedder Consulting LLC Recorded: Feb 16 2017 42 mins
    The days of the monolithic, overly-bureaucratic ITSM environment are numbered. The message is clear

    – faster results with better quality is what businesses are demanding from IT.

    But you’ve made significant investments and done some great work with implementing ITSM in your

    environment. And it is working. But perhaps it’s not keeping up with the demand from your business,

    or you’re under some pressure to adopt DevOps. Do you throw away all that investment in ITSM?

    Well – not so fast! The fact is that you’re going to need those ITSM processes that you’ve worked so

    hard on as you begin to look at DevOps. Where do you begin? How do you get started?

    Get some pragmatic advice from Doug Tedder in this informative webinar and learn five ways to begin

    to introduce DevOps to your ITSM world.
  • 5 Ways to Improve IT Service Delivery While Reducing Cost
    5 Ways to Improve IT Service Delivery While Reducing Cost Stephen Mann, Independent ITSM Blogger, Writer, and Presenter Recorded: Feb 15 2017 48 mins
    For a corporate IT organization to create business value, then it needs to focus on things beyond the IT infrastructure, including: understanding customer needs and wants; delivering high quality services, support, and customer service; and effective financial stewardship.

    Attend this webinar for practical help with five opportunities to improve how corporate IT organizations are run, and the value they ultimately provide to their business, across:

    1.Exploiting automation
    2.Improving service desk performance while reducing costs
    3.Redefining services through BRM and service portfolio management
    4.Better IT asset management
    5.Financial management that focuses on the right things
  • Core Customer Experience Competencies That Drive Loyalty and Engagement
    Core Customer Experience Competencies That Drive Loyalty and Engagement Joseph Michelli, Chief Experience Officer, The Michelli Experience Recorded: Feb 9 2017 48 mins
    As you know, outstanding customer experiences don’t happen by default. They are the result of well-designed products and processes that consistently meet needs, reduce effort, and deliver memorable moments.

    Dr. Joseph Michelli, a Certified Customer Experience Professional, has helped and written about companies recognized for their customer experience excellence (e.g. The Ritz-Carlton Hotel Company, Zappos, Starbucks, Mercedes-Benz). In this webinar, Joseph will outline the “essential competencies” needed to "deliver outstanding experiences to every customer, every time – no excuses.” Join us for context and tools to elevate the experience of your internal and external customers by focusing on and integrating people, process, and technology.
  • The Big Data Service Desk: The Saga so Far
    The Big Data Service Desk: The Saga so Far Thore Senneset, HEMIT Michael Pott, HPE Kevin Leslie, HPE Recorded: Feb 1 2017 59 mins
    HPE Service Manager and Smart Analytics leverage Big Data for the service desk for a better user experience and increased efficiency. It simplifies ticket submission, enables the automatic classification of tickets, as well as fast and proactive problem management.

    Hemit (Helse Midt-Norge IT) has been running HPE Service Manager with Smart Analytics for almost two years and will present experiences from this time frame along with thoughts and ideas for the future.

    Join this session to gain insights into Big Data Service Desk capabilities and values, and to learn about how Big Data can help you with your service desk.
  • What, Why & How of CMDB – Practical guidance on managing config & assets
    What, Why & How of CMDB – Practical guidance on managing config & assets Matt Hooper Recorded: Jan 31 2017 63 mins
    Why have so many organizations delayed, failed or neglected all together to implement a proper configuration management strategy? Frankly, it's just plain hard. In this bright talk we will walk you through how to approach a Configuration Management implementation, how to sell it as a business project and not an IT project, and what mistakes to avoid to establish an initial working phase that you can build on for success.
  • Security via Automation - Where Do You Draw the Line?
    Security via Automation - Where Do You Draw the Line? Harold Byun, Sr Director of Product Management, ServiceNow & Piero DePaoli, Sr Director of Product Marketing, ServiceNow Mar 30 2017 5:00 pm UTC 60 mins
    Automation in Security. Is your organization doing it? And if so, how much is really being automated? Where does good automation end – giving way to unsafe choices that can spiral out of control? Where should enterprises draw the line?

    Tools designed to enable automatic blocking or isolate a compromised system have been known to inadvertently take down critical business applications, leaving security operations teams wary of "automation." However, there are security tasks that can be safely automated without putting systems or jobs at risk. With more precious time back, security analysts can spend more time hunting and responding to threats.

    Join Harold Byun and Piero DePaoli, security operations product leaders at ServiceNow, as they discuss and demonstrate approaches to no‑risk automation that can help you dramatically improve the effectiveness of your security response program.

    Viewers will learn:

    - Why automation is critical for efficient enterprise security response
    - A short‑list of repetitive, but necessary tasks that are prime candidates for automation
    - Steps to getting started
  • The Pursuit of Award-Winning Service Improvement: A Case Study from CGI Federal
    The Pursuit of Award-Winning Service Improvement: A Case Study from CGI Federal Shane Knipschild, Tom Wible, and Leslie Cook (moderator) Mar 30 2017 5:00 pm UTC 75 mins
    The HDI Service Improvement Award recognizes an organization that has successfully implemented or improved one or more service offerings. Attend this webinar to learn how the 2016 award winner, CGI Federal, implemented world-class service improvements. Shane Knipschild and Tom Wible will share:

    * The state of the organization before CGI Federal launched its service improvement initiative
    * The strategy for CGI Federal's service improvement initiative
    * The outcome, including lessons learned and the impact on CGI Federal
  • Practical Ways to Improve Customer Satisfaction Scores
    Practical Ways to Improve Customer Satisfaction Scores Kristin Monaco, Anne Palmerine, Kristy Powers, and Erica Marois (mod) Mar 30 2017 6:30 pm UTC 45 mins
    Customer satisfaction (CSAT) is one of the most commonly used contact center metrics. In fact, ICMI research estimates that you’ll find CSAT on 87% of contact center dashboards. Measuring satisfaction is straightforward, but acting on that data to improve the customer experience isn’t always easy. Want to know a few secrets to raising CSAT scores? Some of our 2017 ICMI Global Contact Center Awards finalists are ready to share their best tips.

    Join us for an interactive panel-style discussion with three industry thought leaders, including awards finalists in ICMI’s prestigious Best QA/Customer Experience category.

    Attend this webinar to learn:

    * Practical ways to improve customer satisfaction
    * How improved CSAT scores can impact your bottom line
    * Unique strategies you can apply to deliver an outstanding customer experience

    Join us for this interactive and informative discussion—complete with best practices, practical tips, and live Q&A.
  • Zero breach Tolerance: Earliest protection across the attack lifecycle
    Zero breach Tolerance: Earliest protection across the attack lifecycle Adrian Sanabria, Senior Analyst at 451 Research, & Mike Nichols, Director of Products at Endgame Apr 4 2017 5:00 pm UTC 60 mins
    Enterprise security teams are facing numerous challenges because of evolving threat vectors bypassing existing technology, deluge of alerts, and lack of skilled resources to stop advanced threats. Even if enterprises have a budget to bring in outside incident response and forensics teams to stop the bleeding, by then, damages and loss have already occurred.

    Security teams must change the shape of their security program to stop threats at the earliest and all stages of the attacker lifecycle. Join 451 Research Senior Analyst, Adrian Sanabria, and Director of Products at Endgame, Mike Nichols, talk about how earliest protection can change the shape and outcome of an enterprise security program.
    This talk will outline strategies for:
    •Prioritizing the alerts and events that really matter
    •Identifying parts of the investigation workflow that can be automated
    •Building a detection methodology that creates confidence and continuously improves defenses
  • ITSM: A valuable digital transformation component
    ITSM: A valuable digital transformation component Adam Holtby, Ovum Apr 12 2017 12:00 pm UTC 50 mins
    Digital transformation is, undoubtedly, a hot topic and an area of significant interest to organizations across the globe. It's important to remember that digital transformation means different things to different organizations and encompasses many different themes and considerations. There are, however, common areas that are imperative to any digital transformation effort. This webinar will draw upon Ovum data and analyst insights and discuss the digital transformation elements deemed important by businesses and how ITSM capabilities can help support them.
    In this webcast you will learn about:

    •What does it mean to digitally transform and why is it such a hot-topic at present?
    •What are organizations prioritizing when it comes to digital transformation?
    •How ITSM can support organizations in executing against digital transformation objectives.
    •Why ITSM capabilities and practices are becoming more widely embraced in other business areas.
  • ITSM Advice: Getting Self-Service Right and Increasing Adoption
    ITSM Advice: Getting Self-Service Right and Increasing Adoption Stephen Mann, Principal and Content Director, ITSM.tools Apr 12 2017 1:00 pm UTC 45 mins
    Many IT organizations are still struggling to achieve self-service success. Well, to be more precise, they are still struggling with end user adoption of their newly deployed self-service capability.

    Why? Some causes relate to not truly understanding end user wants and needs, and issues with organizational change management (or the lack of it). But IT self-service, and every other offered service, is not provided in a vacuum - with end users’ expectations increasingly influenced by their often-superior consumer-world experiences. These consumer-world-driven expectations also apply to other organizational service providers, such as HR and facilities, making the approach to self-service capability delivery a company-wide issue whether part of an enterprise service management strategy or not.

    This webinar will talk to the state of self-service success, the common issues experienced with IT self-service initiatives and what can you do to avoid them, and other good practices to employ both pre- and post-self-service go-live.

    In accordance with its Privacy Policy, CA Technologies may disclose your registration information with its partner(s) which assist with this presentation. For more information about CA’s disclosure practices, please visit the CA Privacy Notice here http://www.ca.com/us/privacy.aspx.
  • ITSM Evolution: The Journey to Enterprise Service Management
    ITSM Evolution: The Journey to Enterprise Service Management Eveline Oehrlich, Forrester Apr 12 2017 2:00 pm UTC 50 mins
    Digital business requires an integrated approach to delivering services. The journey from IT service request management to enterprise service management is challenging organizations of all sizes and maturity levels. The traditional IT service catalog is becoming the enterprise service portal, providing access to services, apps, resources, and support. Self-service and automation must blend with higher-touch collaborative interactions and expert support in an end to end flow. Predicting when routine interactions are about to escalate is increasingly essential. Ultimately, a customer-led, data-driven, well-designed experience is needed, to support the high performing digital professional and their team.

    This session will cover.

    - The maturity journey for service management organizations
    - The evolution from IT to enterprise service management
    - The promise of predictive analytics in supporting the customer journey
  • Accelerating Customer Value in the App Economy
    Accelerating Customer Value in the App Economy Dennis Drogseth, EMA Apr 12 2017 3:00 pm UTC 50 mins
    The primary challenge facing organizations in the App Economy is delivering more value to customers faster than the competition. To achieve optimal value, organizations need to examine the entire Software Development Lifecycle (SDLC) and the value that it delivers across its phases. True customer value is achieved when all teams in the chain are aligned and supported by end-to-end services and solutions.

    Join Dennis Drogseth from Enterprise Management as he explore why successful agile enterprises start with the people first; collaborative, empowered teams that build and deliver the right products to customers quickly.

    Attend to learn how to:

    • Empower the seamless management of services, projects, products, people, and financials
    • Drive both service desk productivity and business-user satisfaction with collaborative self-service, automation, and change management capabilities
    • Enable planning, prioritization, and tracking of the work that needs to be done and Continuous Delivery, providing automated test and release functionality to speed delivery
  • What is Business Agility?
    What is Business Agility? Stephen Denning Apr 12 2017 4:00 pm UTC 50 mins
    Business agility is an increasingly common theme discussed in organizations, but what is it? Research has shown that there are three laws or principles found across all agile organizations:

    • The law of the customer: An obsession with delighting customers by continuously adding value for customers and users, as well as a recognition of the current need to generate instant, intimate, frictionless value at scale.

    • The law of the small team: Big difficult problems need to be disaggregated into small batches and performed by small cross-functional autonomous teams, working iteratively in short cycles in a state of flow, with fast feedback from customers and end-users.

    • The law of the network: A recognition that, to achieve full business agility, the whole organization needs to embrace the entrepreneurial mindset.

    Pursuit of all three laws is key to sustaining business agility. Individually, none of the observed management practices are new. What is new and different is the way that the management goals, practices and values constitute a coherent and integrated approach to continuous innovation, fueled by a pervasive entrepreneurial mindset.
  • Creating Digital Businesses
    Creating Digital Businesses Jim Tremlett, Agile Advisor, CA Technologies Apr 12 2017 5:00 pm UTC 50 mins
    The third wave of agility has begun – business agility (Wave 1: agile, Wave 2: scaled agile, Wave 3: business agility).The transformation of enterprises to digital businesses is leading this third wave. In this talk, we’ll discuss what this “digital transformation” entails.

    As evidenced by attendance at the recent, inaugural Business Agility Conference in February, this transformation is most acutely felt in the digital arms of traditional banks and financial services companies were rapidly changing customer expectations and competitive pressures from fintech start-ups are driving the transformation.
  • The Many Faces of IT Service Support in a DevOps Context
    The Many Faces of IT Service Support in a DevOps Context Roy Atkinson, HDI Apr 12 2017 5:00 pm UTC 50 mins
    According to industry analysts, as much as 75 percent of the U.S. workforce will be mobile by 2020, and many will be using their own technology, under BYOD policies. This means that service desks must respond to a wide range of issues and requests, and do so more rapidly than ever, for a wider array of technologies.

    HDI research tracks twelve major channels for support with newer channels such as mobile app, text message, social media, and system-generated tickets (auto logging) becoming more popular year-over-year, while traditional phone and email channels have dropped in popularity.

    These changes, along with the continuing trend of consumerization (expecting business IT to be friendlier and more responsive, like consumer products and services), mean that support needs to pay more attention to and cooperate more closely with all the other IT teams, including application developers and system administrators. The culture of support needs to move toward more agility and velocity, and thus has a good deal to learn from DevOps and Agile methodology.

    In this session, HDI writer and analyst Roy Atkinson will explain how:
    •Changing customer behaviors and preferences require new ways of measuring support success
    •DevOps positively impacts the ability of support (HDI research)
    •Contact trends and channels will continue to change into the future
    •Automation can assist and accelerate support
  • Why your business needs an enterprise-class chatbot
    Why your business needs an enterprise-class chatbot Jordi Torras, CEO, Inbenta Apr 12 2017 6:00 pm UTC 60 mins
    Tens of thousands of chatbots were built and launched last year. Most of them failed. Yet chat remains the number one way customers want to talk to brands, and they often want to talk when customer service teams are offline.

    In this presentation, we'll cover:

    - The criteria needed to deploy an enterprise-class chatbot, one that yields effective business results.
    - Natural language processing technology and machine learning.
    - Approaches to integrate with your existing systems and knowledge bases.
  • Lean! Agile! DevOps! So, Who Needs ITIL and ITSM Anyway?
    Lean! Agile! DevOps! So, Who Needs ITIL and ITSM Anyway? George Spalding, Pink Elephant Apr 12 2017 6:00 pm UTC 45 mins
    Lean, Agile, DevOps, ITIL and ITSM. Five powerful IT process domains all competing for your attention and budgets. Do we really need them all? Do we even need to pay attention to them? If so, do they play well together? This session will explore these questions by taking a look at each of these domains, exploring their commonalities and differences. But most important, this session will provide you with ideas on where the synergies lies that you need to exploit to stay on top of your ITSM game.
  • 2017 Pulse of the Profession®: Success Rates Rise
    2017 Pulse of the Profession®: Success Rates Rise Tricia Cabrey, Market Researcher, PMI Apr 12 2017 7:00 pm UTC 45 mins
    PMI’s latest Pulse of the Profession® research suggests a positive change in the way organizations are managing projects and programs. At the same time, the definition of success is evolving, and the ability of projects to deliver what they set out to do—the expected benefits—is just as important as the traditional measures of scope, time, and cost. This presentation will review PMI’s latest findings of how organizations are becoming more mature with their project practices and what factors they are investing in that distinguish more successful project performance.
  • The difference between Agile PPM and agile PPM – and why you need both!
    The difference between Agile PPM and agile PPM – and why you need both! Steve Romero, Romero Consulting Apr 12 2017 11:00 pm UTC 45 mins
    Agile development methodology is critical to almost every organization that relies on software development to achieve their enterprise strategy. Companies of every shape and size now rely heavily on agile development projects and programs to quickly and assuredly deliver new products and services to their customers.

    Initially viewed as antithetical to project governance, organizations must recognize agile efforts require the power of project and portfolio management (PPM) to assure agile projects realize enterprise strategic objectives. This webcast will describe the multiple dimensions of “Agile PPM” and what organizations need to do to enable PPM agility in their Agile world.
  • How IT Can Win Friends and Influence Business Users in the Age of Consumer IT
    How IT Can Win Friends and Influence Business Users in the Age of Consumer IT Jarod Greene, VP of Product Marketing, Cherwell Apr 19 2017 6:00 pm UTC 60 mins
    IT Consumerization—the blending of personal and business use of technology, devices and applications —presents IT organizations with both a challenge and an opportunity. The most strategic weapon IT has at its disposal is the IT service desk, the interface between business users and the IT services the organization provides.

    This webinar will discuss:

    * How IT organizations can modernize the business’s customer support and technical experiences,

    * Shine the light on shadow IT to ensure value is created,

    * Protect and improve the overall perception of IT within the business.
  • Panel: 5 Steps to Building a Killer Service Catalog
    Panel: 5 Steps to Building a Killer Service Catalog Erika Flora, ITIL Expert, Principal, Andy Rivers, ITIL Expert, Senior ITSM Advisor, Lindsey Semon, Comm Lead, BEYOND20 May 17 2017 3:00 pm UTC 45 mins
    Ah, the Service Catalog. Every organization needs one, but few have one they truly love. It sounds so easy, doesn’t it? Create a menu of IT services, then communicate said menu to your customers. Done!

    Sadly, the above scenario is a rare one. While most of our organizations have some semblance of a Service Catalog, it’s often a bit of mess, hasn’t been updated in a while, or lives in a perpetual state of almost done. If any of this sounds painfully familiar to you – or if you fall into the camp of not having a Service Catalog at all – be not afraid!

    Why not? Because the BEYOND20 Catalog Doctors are here to help (trust us, *we’re doctors)! We’ve seen it all, and have helped strategize, design, and build countless Service Catalogs over the years. Our panel of catalog experts (or **doctors) will be sharing their knowledge, recommendations, and practical advice on how to quickly build a Service Catalog both you and your customers will love - with as little pain as is humanly possible.

    *This is patently false. It couldn’t possibly be less true.

    **Not doctors. Can’t stress it enough.