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  • Going Farther in ServiceNow Jakarta: The Time for NextGen Digital Transformation
    Going Farther in ServiceNow Jakarta: The Time for NextGen Digital Transformation Ross Rexer, Liz Alexander, Meghan Lockwood Recorded: Aug 15 2017 47 mins
    With ServiceNow launching their new Platform upgrade, you might be in the midst of deciding whether or not this upgrade will lure you in (if you don’t have the Portal yet, you might want to think about that!).

    But more than just a binary, “should I or shouldn’t I upgrade” decision, ServiceNow’s major releases are an opportunity for companies to take a strategic look at their ServiceNow strategy.

    This webinar will talk you through:
    - Upgrades and major releases to help you think BIG
    - What you should strategically consider about Jakarta (including the quick wins)
    - Hidden pockets of value in your ServiceNow Roadmap
  • Incidents on the Rise: Addressing the Why, What, and How
    Incidents on the Rise: Addressing the Why, What, and How Vincent Geffray, Roy Atkinson (Moderator) Recorded: Aug 15 2017 60 mins
    According to HDI research, the volume of incidents is on the rise in most organizations. While new systems and devices are intended to assist an increasing customer base and create efficiencies, they often have the opposite effect.

    And with the demand for increased business velocity and emphasis on the customer experience, rapidly addressing delays and interruptions is more important than ever.

    In this webinar, HDI’s Roy Atkinson and Everbridge’s Vincent Geffray explore the research, discuss the financial and operational impacts, and share solutions for decreasing time to resolve, and managing on-call coverage.

    What you’ll learn:
    * Reasons for the increase in incidents
    * The costs of interruptions and outages
    * Ways to communicate to incident management teams rapidly
    * Using technologies to target and verify communications
    * Preventing the rise in incidents through problem management

    Who should attend:
    * Support center managers and directors who need to improve incident management
    * IT directors who need to know why incidents continue to be on the rise and how to address the increase
    * Anyone in IT service and support wanting to improve the performance of their support center
  • High Scale, High Stakes: Adjusting Focus and Investment at the Network Gateway
    High Scale, High Stakes: Adjusting Focus and Investment at the Network Gateway Dan Cummins, Senior Analyst with 451 Research and Tim Chiu, Senior Director of Product Marketing with Symantec Recorded: Aug 2 2017 50 mins
    As cloud continues to erase the network perimeter, it’s more important than ever to align IT infrastructure to track more closely to the businesses it serves.

    As a result, gateway technology choices and investments need to fit the cloud model and fit in terms of security use case, value, and real-world business requirements.

    Join Dan Cummins, analyst with 451 Research and Tim Chiu, Senior Director of Product Marketing at Symantec, for an informative webinar on August 2 to hear a discussion of network security today.

    Agenda:

    - Discussion on the increased dependence on HTTP and HTTPS

    - The limitations of Firewalls in the web and cloud world

    The increasing critical need for web gateways, both on premise and in the cloud, for achieving:

    - Access governance for users and devices

    - Verifiable protection against advanced attack methods

    - Agile risk management and measurable return on investment.

    Important opportunities are at hand right now to integrate network and cloud-based approaches to achieve coordinated and robust anti-malware, privacy, policy and connectivity capabilities, while continuing on a path to flexible, software-defined infrastructure.

    Register Today
  • Greater Phoenix Rising from the Desert
    Greater Phoenix Rising from the Desert Brad Smidt, Senior Vice President, Greater Phoenix Economic Council Recorded: Aug 1 2017 60 mins
    Over the past two decades, the Greater Phoenix region has become a dynamic hub for contact center operations. Industry titans such as USAA, American Express, State Farm, and Charles Schwab all call the region home and have significant business here. Not only are these operations still growing, others are following and ultimately finding success. From the business-friendly tax and regulatory environment, to a unique and vibrant quality of life for employees, find out how the history of Greater Phoenix has created the perfect environment for customer care operations to thrive.
  • What Even the Best Firms Miss About Customer Service
    What Even the Best Firms Miss About Customer Service Ellen Daley, Vikas Nehru, Nitin Badjatia Recorded: Jul 25 2017 63 mins
    Join Acorio CEO, Ellen Daley, 3CLogic's CTO, Vikas Nehru, and ServiceNow's Senior Director of Business Strategy, Nitin Badjatia, for this panel discussion about Customer Service in the real world & what most companies are getting wrong.

    While we know that customer service is a critical defining characteristic, executing effective Customer Service somehow falls flat in the real world. The challenge is that delighting customers means more than just responding quickly to requests and issues from them – it means ensuring the all functions are involved and present in helping customers. This is a paradigm shift of the last 2 decades of Customer Service which set to prioritize response over resolution.

    Join a panel of executives from ServiceNow, 3C Logic, and Acorio as they explore the challenges facing customers and executives alike, and explore the transformative results customers in the real world have driven using the power of the ServiceNow CSM platform.
  • Workloads, Data Centers & Cloud Strategy: Market & Technology Trends
    Workloads, Data Centers & Cloud Strategy: Market & Technology Trends Carl Lehmann, Principal Analyst with 451 Research, and Don Davis, Technology Director for Iron Mountain’s Data Center busines Recorded: Jul 25 2017 58 mins
    IT planners have far more options as to where to run their workloads than ever before. On-premises data centers, co-location facilities and managed services providers are now joined by hybrid multi-clouds – a combination of Software-, Infrastructure- and Platform-as-a-Service (SaaS, IaaS, and PaaS) execution venues. All have unique operational, performance and economic characteristics that need to be considered when deploying workloads.

    In this Webinar Carl Lehmann, Principal Analyst with 451 Research, and Don Davis, Technology Director for Iron Mountain’s Data Center business will discuss how industry leading enterprises determine the best execution venues for their workloads by addressing:

    •The market and technology trends that influence workload, data center and cloud strategy
    •How to evaluate the characteristics of various workloads and execution venues
    •How to manage workloads across on-premises and off-premises ecosystems
    Attendees will learn how to formulate an IT strategy that can be used to guide the decision criteria needed for placing workloads on their best execution venues, and enable the migration and ongoing management of workloads across a hybrid multi-cloud enterprise architecture.
  • Metrics, Measures, and KPIs
    Metrics, Measures, and KPIs Doug Tedder Recorded: Jul 18 2017 62 mins
    The terms metrics and measures are often used interchangeably, and while they are related, they are actually two different things. And how do you know what metrics, measures, and KPIs you need to capture and monitor—or publish? One thing is for certain – your service management program will not be successful without collecting the right metrics, measures, and KPIs.

    Join this free HDI webinar to learn:
    •Why metrics and measures are not the same thing
    •Why defining metrics is important
    •Why not all metrics are KPIs
    •Which are the right metrics to publish
  • “Game On!”: Using Gamification to Increase Performance and Employee Retention
    “Game On!”: Using Gamification to Increase Performance and Employee Retention Casey Kostecka, Chief Business Development Officer, Convergent Recorded: Jul 13 2017 56 mins
    Gamification has been the hot new topic within the contact center world for the past year or two. Most all contact center leaders understand the appeal of incorporating game mechanics into their operations, and can visualize the excitement and subsequent employee engagement the games will promote. Yet most contact centers still haven't implemented gamification, due to the limited, real world ROI information available. Convergent Outsourcing has been utilizing games tied to key performance metrics for the past two years. During this webinar, Casey Kostecka, Convergent Outsourcing's CBDO, will share Convergent's gamification experience, actual metric improvement results, and ROI data.
  • How to Engage Your Agents Through Empowerment
    How to Engage Your Agents Through Empowerment Jeff Toister, Author of The Service Culture Handbook Recorded: Jul 13 2017 56 mins
    Agent engagement is one of the toughest challenges for contact center leaders. Low engagement contributes to high turnover and poor quality service. Yet year after year, employee engagement levels remain the same.

    A few elite contact centers have learned how to leverage empowerment to improve service, increase efficiency, and engage their agents.

    Join Jeff Toister, author of The Service Culture Handbook and NewVoiceMedia, to explore the essential link between agent engagement and empowerment. This interactive webinar draws examples from leading organizations and provides cutting-edge research to bring you three steps you can implement immediately.
  • Use Your Salesforce Data to Personalise Every Service Call
    Use Your Salesforce Data to Personalise Every Service Call Jason Fowler, RVP Sales Engineering, NewVoiceMedia Recorded: Jul 12 2017 55 mins
    By integrating your phone system with your Salesforce CRM, your service organization can dramatically improve customer care. You will be able to route incoming service calls to the right agent and help your agents resolve problems more quickly by providing them with information about the caller.

    During this webinar you will see a live demonstration of NewVoiceMedia ContactWorld for Service and learn how Salesforce and NewVoiceMedia can help you improve fist contact resolution rates and drive down handle times.

    You will learn how to:

    ◦Provide automatic screen pops with caller information
    ◦Use Salesforce data to dynamically route calls
    ◦Route based on case owner
    ◦Implement post-call surveys
    ◦Use call recording and quality assurance
    ◦Improve service levels with native Salesforce reporting
  • Use Your Salesforce Data to Personalise Every Service Call (APC)
    Use Your Salesforce Data to Personalise Every Service Call (APC) Jason Fowler, RVP Sales Engineering, NewVoiceMedia Recorded: Jul 11 2017 55 mins
    By integrating your phone system with your Salesforce CRM, your service organization can dramatically improve customer care. You will be able to route incoming service calls to the right agent and help your agents resolve problems more quickly by providing them with information about the caller.

    During this webinar you will see a live demonstration of NewVoiceMedia ContactWorld for Service and learn how Salesforce and NewVoiceMedia can help you improve fist contact resolution rates and drive down handle times.

    You will learn how to:

    ◦Provide automatic screen pops with caller information
    ◦Use Salesforce data to dynamically route calls
    ◦Route based on case owner
    ◦Implement post-call surveys
    ◦Use call recording and quality assurance
    ◦Improve service levels with native Salesforce reporting
  • Contact Center Deployment Models - Is Cloud the Right Choice for Everybody?
    Contact Center Deployment Models - Is Cloud the Right Choice for Everybody? Michael Wiesblatt, VP Sales, Altivon Recorded: Jul 10 2017 36 mins
    In today’s market, in almost every buying process, companies are struggling to choose which way to deploy new technologies to support their customer service strategy. Moving applications to the cloud is no longer just a fad or buzzword. Large enterprises are building their entire IT strategy around the cloud. The problem is that there are some significant factors that cannot be ignored when considering deploying a customer facing, mission critical solution like the contact center technology in the cloud. In today’s discussion, we will explore some of the market trends, recommended steps to take to assess what is the right path forward, and key things to consider when deciding on a deployment strategy.
  • ITSM & Analytics Cookbook: Serving Up the Right Data to Perform
    ITSM & Analytics Cookbook: Serving Up the Right Data to Perform Jason Hagen – Process Manager, KAR Auction Services & Heath Ramsey – Director of Customer Success, ServiceNow Recorded: Jun 27 2017 57 mins
    Data is becoming increasingly easy to come by, but how do you harness it to derive value and drive outcomes? How can you ensure that you are delivering meaningful insights when they are needed and where they belong?

    Join this webinar to learn how the IT organization at KAR Auction Services was able to evolve from operating with no visibility or standardized performance metrics to an agile business with real-time insight and the ability to make trusted business decisions. Discover how KAR was able to expand their usage of Performance Analytics and Reporting, leading to marked stability and measurable gains in performance across IT.
  • Stop Sending Bad Surveys
    Stop Sending Bad Surveys Roger Lee, Solutions Marketing Director, OpenText Recorded: Jun 20 2017 51 mins
    When your mother told you to “listen twice as much as you speak” she was right! With survey fatigue at an all-time record high, common sense will prevail to stop asking for feedback in bad surveys and start to listen more to what our customers are saying with the right survey techniques. Join Roger “Dr. WFO” Lee from OpenText Qfiniti and CCNG President David Hadobas as they discuss the alarming upsurge in bad surveys and best practices for collecting feedback that requires more “listening” than “asking”.
  • No More Apologies: Mastering Multilingual Service in the Support Center
    No More Apologies: Mastering Multilingual Service in the Support Center Tom Tseki and Roy Atkinson Recorded: Jun 20 2017 60 mins
    Managing languages is a significant challenge for most service desks.

    To arm leaders with data and insight, join HDI and Lionbridge as they unveil the results of the industry’s most comprehensive research study on the topic, based on feedback from more than 350 support centers.

    Register to learn:
    *The impact of multilingual support on quality metrics
    *How best-in-class organizations provide multilingual support
    *Strategies to meet your organization’s specific language and channel requirements

    Who should attend:
    *Support center managers and directors who are faced with language challenges
    *Hiring managers who need to know about the challenge of finding and retaining multilingual analysts
  • Service Mapping ROI: The Right Road to Drive Return
    Service Mapping ROI: The Right Road to Drive Return Ellen Daley, Terrell Pursley, Meghan Lockwood Recorded: Jun 20 2017 46 mins
    Join Acorio's CEO, Ellen Daley, and ITOM expert, Terrell Pursley for the ultimate run-down of ServiceNow's Service Mapping.

    AGENDA:
    1. What is Service Mapping?
    2. How does Service Mapping work? Learn the "crawls" and "gotchas"
    3. How do you know if this is the right investment?
    4. Best Practices to get you started
    5. New use in Service Mapping in Jakarta
  • Data everywhere but no single view of the customer
    Data everywhere but no single view of the customer David Rowlands - 8x8 UK, Contact Centre Director. Recorded: Jun 13 2017 41 mins
    Businesses today have a huge amount of data at their disposal, but are they making it work for them? With the typical business storing information from various sources in different places, the challenge is collating this into a usable form that is also cost-efficient.

    This is crucial, as having genuine insights into your customers’ behaviour is critical in understanding how to delight them and keep them as brand advocates. What you don’t know, you can’t change, and this session will explain how analysing existing data streams can find solutions to problems you may not have realised existed.

    - How to make your analytics work harder for you
    - What the data you already have can teach you about your customers, and ultimately improve service
    - How to make sure your data analytics is cost effective

    About David Rowlands

    David is responsible for the 8x8 Contact Centre portfolio in the EMEA region, with a passion for using technology to find solutions to business issues. With over 20 years’ experience in the integration of Voice and Data techniques to marry applications to events and drive down transactional costs and increase efficiencies, David has been recognised as a leader in his field.

    

David was the owner and founder of ICT Associates, winning the BT Voice and Data integrator of the year for his work in the design and deployment of Public Sector contact centres. He used the skills learnt to drive down costs for the private sector and featured in the Open Universities Business School as an exemplar of business techniques.
  • The Hidden Costs of Employee Attrition
    The Hidden Costs of Employee Attrition Ron Davis, CEO, Tenacity Recorded: Jun 1 2017 59 mins
    CCNG, in partnership with Tenacity, conducted a survey of CCNG members to see how they measure the cost of attrition. The findings surprised us! Participate in this webinar to learn from your peers how to properly measure attrition costs, and discover what steps you should take to prepare your organization to address this chronic problem.

    During this webinar with Ron Davis, CEO of Tenacity, we will discuss:
    *What your peers are doing to measure the costs of attrition
    *Key errors to watch out for when you calculate your costs
    *A framework that any executive can use in order to comprehensively measure the costs of attrition
  • Nampa School District achieved high standards for IT Service Management.
    Nampa School District achieved high standards for IT Service Management. Peter Jurhs Recorded: May 25 2017 47 mins
    Please join us for a free interactive webinar to learn how Nampa School District achieved high standards for IT Service Management.

    Mr Peter Jurhs - Director of Information Services- will share his experience and knowledge during this 45 minutes Webinar.
    “My team is able to properly categorize and track issues so we can proactively fix things that are broken before productivity and/or learning are impeded. We can quickly triage and prioritize our activity letting us responsively fix things like a broken key on a computer keyboard and hence maximize the availability of that computer.”

    QUICK FACTS ABOUT THE NAMPA SCHOOL DISTRICT

    - 1 Administrator- 10 Agents
    - 57 tickets per day
    - 88% Customer Satisfaction

    - 17,000 K-12 Students
    - 23 schools - 14 Elementary Schools - 4 Middle Schools - 4 High Schools -1 Career Technical School
  • Conversational Technologies- The Catalyst For Customer Service Experience
    Conversational Technologies- The Catalyst For Customer Service Experience Sheryl Kingstone, 451 Research; Jordi Torras, Inbenta; & Phil Jennings, Ticketmaster Recorded: May 23 2017 56 mins
    The shift of customer service from a cost center to an engagement center will spur investments in more intelligent automation and conversational approaches to service and commerce. With 76% of customers preferring digital channels to communicate with businesses, and roughly 40% choosing to chat with a business through SMS, social media or Facebook messenger, conversational technologies have forever changed the customer service experience. Learn first-hand, from industry peers, how smart chatbots are improving how businesses converse with customers, and nurture relationships across the customer journey.

    Join the 451 Group, Ticketmaster and Inbenta for this session to discover how:

    •Digital engagement will shift commerce and service from interactions to conversations [The 451 Group predicts that 80% of all customer interactions will eventually be contained in a self-service channel].

    •Customers want self-service options on their own terms, in their preferred channels, including SMS, web or mobile chat. [The 451 Group data shows 55% of survey respondents prefer self-serve tools to avoid calling a customer service agent]

    •How businesses like Ticketmaster leverage enterprise-class chatbots; key factors to include and what to to avoid when launching a chatbot pilot [55% of companies employ self-service solutions; and 26% say they plan to build a chatbot as part of their self-service strategy]
  • Top Ten Things to Consider When Implementing a Service Desk
    Top Ten Things to Consider When Implementing a Service Desk Doug Tedder, Principal, Tedder Consulting Recorded: May 22 2017 32 mins
    Service catalogs are one of those service desk terms we've all heard of, but some of us do not have the time, resources, or a clear idea of how to create and manage an effective one. With a little bit of thought and planning, the service catalog can become one of the most valuable artifacts of your entire ITSM implementation. Doug Tedder, ITSM and IT governance consultant, will provide:

    * Critical factors to consider before developing your service catalog
    * The top things companies don't think about when thinking about a service catalog
    * Tips to consider before implementing and managing an effective service catalog

    About the Presenter:

    Doug Tedder is the principal of Tedder Consulting LLC, an ITSM and IT governance consulting practice. Doug is a strategic, innovative, and solutions-driven service management professional with more than twenty five years of experience across a variety of industries. He is a resourceful, pragmatic, and hands-on leader with a proven track record of success implementing ITSM processes, focusing on value delivery and organizational transformation.

    Doug is a Fellow in Service Management (FSM), an ITIL Expert and v2 Service Manager, and a certified ISO/IEC 20000 Consultant Manager. He holds all of the ITIL Capability certificates, and he’s a certified ITIL Foundation trainer. As an active volunteer within the ITSM community, Doug is a frequent presenter at industry user group meetings, webinars, and conventions. He is also a former president of itSMF USA.
  • Into the Future: IT Service Management 2020
    Into the Future: IT Service Management 2020 Jarod Greene, VP of Product Marketing, Cherwell; and Troy DuMoulin, VP of Research and Development, Pink Elephant Recorded: May 18 2017 55 mins
    In this live discussion, IT Service Management experts Jarod Greene and Troy DuMoulin will dive into the future of ITSM. Based on insight from 15 IT leaders, they will discuss the top ITSM trends and focus areas that will drive business growth into the future. All attendees will receive a complimentary copy of "IT Service Management 2020," the new eBook featuring expert advice for evolving your ITSM strategy.
  • Connecting Metrics to Business Value
    Connecting Metrics to Business Value Anthony Orr, ITSM Best Practice Director, ITIL 2011 Author, Samange Recorded: May 18 2017 43 mins
    Many organizations struggle with defining metrics for business and IT value. Metrics are disconnected from real value in such that after they are defined, no one either pays attentions to them or can make a decision relative to the metrics being reported on. In this session Anthony will discuss how to tie metrics to business and IT value for improved decision making. Including how metrics relate to IT projects and operational efficiency and effectiveness.
  • 5 Ways to Improve the IT Service Desk for a Better End User Experience
    5 Ways to Improve the IT Service Desk for a Better End User Experience Stephen Mann Principal Analyst, ITSM.tools & Jaime Spector Product Marketing Manager, SunView Software Recorded: May 17 2017 61 mins
    Many corporate IT service desks continue to be under pressure to deliver better IT support – with end users and customers demanding increased efficiency and a better service, and likely at a lower cost. Service desks can’t afford to stand still, and thus the improvement of their operations, and of IT support overall, should be a crucial part of any corporate IT organization’s strategy and roadmap. It’s a tough ask though – as, after enduring over a decade of budget cuts, finding ways to improve the service desk might appear difficult, especially when operating with limited funding and people.
    Thankfully though, customer engagement and support advancements, including improved support technologies, can provide an easier route to both tangible service desk efficiencies and customer-facing improvements. So please attend this webinar for practical help with five opportunities to improve your service desk operations, and the value it ultimately provides to their business, across:

    1. Meeting consumer-world-driven expectations of access and communication channels (and the people involved within them)
    2. Offering knowledge management capabilities that actually work (for end users and service desk agents)
    3. Increasing employee self-service adoption and value
    4. Automating wherever possible (including the use of machine learning)
    5. Getting more out of your ITSM solution (or investing in one that delivers more)

    About The Presenters:

    Stephen Mann
    Principal Analyst, ITSM.tools

    Stephen Mann is Principal and Content Director at the ITSM-focused industry analyst firm ITSM.tools. Also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals.

    Jaime Spector
    Product Marketing Manager, SunView Software
  • 10 Questions on ServiceNow with Acorio Experts
    10 Questions on ServiceNow with Acorio Experts Ellen Daley, Dale Meyer-Curley, Todd Francisco, Meghan Lockwood Sep 7 2017 5:00 pm UTC 60 mins
    How Not to Fail at Your ServiceNow Implementation. Get the answers you need to the tough questions about ServiceNow, then actually get started.
  • Automation and AI in the Workplace: Are Bots the Future?
    Automation and AI in the Workplace: Are Bots the Future? Marc Stitt, Roy Atkinson (Moderator) Sep 19 2017 5:00 pm UTC 60 mins
    Automation and artificial intelligence (AI) are on everyone's minds, but they don't completely understand the potential impact in 2017. What’s it really all about? With constant advances in technology leading to increasing possibilities, are organizations ready for these powerful changes? And how will it impact the way they handle IT service and support?

    Based on recent research by Samanage and HDI, this enlightening webinar will take you beyond the sensationalized headlines and paint a realistic, research-based picture of the impact of automation and AI on service management—now and in the near future.

    What you’ll learn:
    * How confident IT professionals are that AI will play an expanding role
    * How C-suite is thinking about process automation
    * What benefits IT departments see in automation
    * Which departments are adopting automation as a way of providing services
    * What technologies organizations are investing in
    * How is automation impacting jobs
  • Assets vs. Configuration Items
    Assets vs. Configuration Items Ken Laufmann and Mac Guinn Sep 19 2017 5:00 pm UTC 45 mins
    What is the difference between an Asset and a Configuration Item?
    There is a lot of confusion as to what the difference is between an Asset and a Configuration Item (CI). When should a new object be an asset and when should it be a CI? In a lot of ways, they are alike, but there are some very important differences between them.
  • Digital Transformation: how Europe will turn disruption into differentiation
    Digital Transformation: how Europe will turn disruption into differentiation Nick Patience 451 Research, Matt Leonard CenturyLink Sep 20 2017 2:00 pm UTC 60 mins
    Join 451 Research and CenturyLink on the 20th September at 3:00pm UK time, 4:00pm CET, to discuss how enterprises are choosing and deploying digital transformation initiatives for business gain. This webinar will focus on the strategies and actions impacting the European market.

    Organisations of all sizes and in every sector are busy redefining their IT priorities for a digital future, identifying the goals of enhanced customer experience, operational efficiency, business agility and improved risk management as four key pillars for their digital transformation strategies.

    Digital transformation can play out differently depending on a company’s maturity, the vertical sector in which it operates, its employees, its infrastructure, and its ability to innovate. Knowing where to start, and how to maintain momentum is critical.

    Join 451 Research and CenturyLink to learn how European enterprises are making assured first steps, and discover the following:

    - Understand how companies with more progressive digital transformation strategies are prioritising their efforts for competitive differentiation, changing the nature of their business with innovative technologies, and making service provider choices to accelerate results.

    - Gain insights and recommendations from a major survey of the IT priorities of enterprises in Europe.

    - Identify the key shifts in business context that will continue to shape digitisation efforts, and how these need to be reflected in a digital transformation roadmap for IT organisations.
  • Finding opportunities for ITIL automation
    Finding opportunities for ITIL automation Anthony Orr, ITSM Best Practice Director, ITIL 2011 Author, Samange Sep 20 2017 3:00 pm UTC 45 mins
    Adopting ITIL in many organization does not always work out as planned. There are organizations that try ITIL and say "ITIL is not for them". I say ITIL is for every organization. No organization has to adopt ITIL in it's entirety. Adoption does not mean apply ITIL concepts or technology and keep doing what you have been doing. Change needs to happen and one of the key elements of change is automation applied to the process areas. In this session, Anthony will explain common challenges and how to automate ITIL for service performance enhancement.
  • CIS Checklist: How to Secure macOS like a Pro
    CIS Checklist: How to Secure macOS like a Pro Nick Thompson, Product Manager, Jamf Sep 21 2017 3:00 pm UTC 30 mins
    The Center for Internet Security (CIS), a well-known independent organization, provides a recommended checklist for best securing macOS. Widely considered the standard in the security industry, organizations that adhere to the CIS checklist reduce the risk of vulnerabilities and maximize the protection of their computers and infrastructure. So how do organizations ensure they are implementing the guidelines correctly?

    In our webinar, CIS Checklist: How to Secure macOS like a Pro, we’ll explain how organizations can leverage and put to use the CIS checklist recommendations — in conjunction with Jamf Pro — to meet industry regulations and keep their Mac environment secure.

    We’ll cover:

    •An overview of the CIS checklist and why it’s important
    •Ways to accomplish specific tasks outlined in the security checklist
    •The impact on users when Macs are properly secured
    •Other security standards in the industry and how to meet them

    About the Presenter:

    Nick Thompson is on the product team at Jamf, an Apple device management solution for IT professionals. Nick is passionate about technology in the enterprise and closely follows the enterprise mobility management industry. He previously worked at Apple helping companies implement Mac and iOS deployments.
  • ITIL Best Practices The Authentic Service Lifecycle
    ITIL Best Practices The Authentic Service Lifecycle Beverly Weed-Schertzer, edifyIT, LLC, Executive ITSM Consultant Sep 21 2017 3:00 pm UTC 45 mins
    ITIL is still relevant and more important than ever to manage
    the business pressures to operate lean and be more agile. ITIL
    is the core foundation to ITSM disciplines to manage the
    “chaos” effectively. In this webinar, learn the inner workings
    of The Authentic Service Lifecycle in relation to DevOps
    concept, and what the term Value Visibility means and why its
    so important to know for ITSM success.


    We will also go over the three fundamental building blocks of
    transformation to achieve the right collaborative model for
    your business.
  • How Governments Adapt:  Digital Transformation a Reality in the Public Sector
    How Governments Adapt: Digital Transformation a Reality in the Public Sector Keith Dawson - Principal Analyst, 451 Research, Michael Mueller- Director - Solutions Management, CenturyLink Sep 27 2017 5:00 pm UTC 60 mins
    Can government institutions use modern tools and technologies to become more flexible and responsive to their constituents? What should they be looking at, and how should they adapt to the challenges of data security, privacy, and reliance on legacy systems? Digital transformation is an ambitious project for any organization; government decision-makers are hoping it will provide a path to broader citizen engagement, empowered employees, and new digital infrastructures that will provide better access to data and services.

    In this webinar we will discuss the results of a survey on the challenges and imperatives of digital transformation, including the perspectives of government managers on their technology and operational challenges and expectations.
  • How To: Configuration Management for Macs in the Enterprise
    How To: Configuration Management for Macs in the Enterprise Nick Thompson, Product Manager, Jamf Sep 28 2017 3:00 pm UTC 30 mins
    Configuring PCs for employees has been a pillar of enterprise IT for years. But, with Mac growing in popularity due to user demand, IT needs a streamlined method to manage Mac as efficiently as PC.
    In our webinar, How To: Configuration Management for Macs in the Enterprise, we’ll explain how organizations can best prepare Macs for employees while aligning with PC security requirements.

    You’ll learn:

    •New ways to deploy Macs
    •What configurations are available for macOS
    •How to meet security standards for Mac

    Presenter Info:
    Nick Thompson is on the product team at Jamf, an Apple device management solution for IT professionals. Nick is passionate about technology in the enterprise and closely follows the enterprise mobility management industry. He previously worked at Apple helping companies implement Mac and iOS deployments.
  • Tips on Addressing Security Awareness and Ransomware Protection
    Tips on Addressing Security Awareness and Ransomware Protection Dr. Al Hartmann (Chief Scientist, Ziften), Mike Levin (CEO & Founder, Center for Information Security Awareness) Sep 28 2017 7:00 pm UTC 60 mins
    Ransomware has gone from “on the radar” to a Code 5 level threat with the rise of “ransomworms” snaking through global networks in hundreds of countries. Your employees are the front line of defense, and IT and security teams are tasked with protection, detection and response. But nobody knows how the next ransomware strain will take shape and teams are rarely, if ever, properly coordinated.

    In this webinar, you will learn:
    • Tips to help end users recognize and avoid ransomware.
    • Tips to help IT / systems administrators minimize vulnerabilities and risks to protect against ransomware.
    • Tips to help security teams detect and respond to ransomware attacks.

    About our presenters:
    Dr. Al Hartmann is the Chief Scientist at Ziften since 2009, focused on data analysis of user and endpoint behavior to drive critical situational awareness of enterprise cyber activity for security and operations management. Prior to co-founding Ziften, Dr. Hartmann was a senior researcher with Symantec's Research Labs and Technology Scouting Group, performing research in system cybersecurity and application quality of service.

    Michael Levin is the founder and CEO of the Center for Information Security Awareness. Prior to founding CFISA, Levin had a distinguished 30-year career in at the United States Department of Homeland Security. Levin served as the Deputy Director of the National Cyber Security Division, as well as the served as the Branch Chief of the U.S. Secret Service Electronic Crimes Task Force program in Washington DC. He was a member of the Secret Service Electronic Crimes Special Agent program and worked around computer forensics and cybercrime investigations for over 15 years.
  • Engaging Asset and Configuration Management for the Internet of Things (IoT)
    Engaging Asset and Configuration Management for the Internet of Things (IoT) Anthony Orr, ITSM Best Practice Director, ITIL 2011 Author, Samange Nov 14 2017 4:00 pm UTC 45 mins
    Every service needs support. A key aspect of ITSM/ITIL is service support. IoT, Things need support and can help deliver better services for you organization. The key is understanding the architecture and the platform that is needed in order to take advantage of the synergies between IoT and ITSM/ITIL. In this session, Anthony will explain the next stage of ITSM/ITIL evolution that embraces the Internet of Things.
  • ITSM AS A SELF-SERVICE
    ITSM AS A SELF-SERVICE William R. Harrison, Managing Director / ITSM SME, WRH ZSERVICES, LLC Nov 16 2017 4:00 pm UTC 60 mins
    IT Service Management

    Utilizing automation toolset features to maximize Self-service commitment --- driven through customer facing process standards that is intended to:

    1- Ensure client / customer engagement, and;
    2- Create ease of management, for the IT business, for those who are consuming the support & services of your organization.
  • Engage End Users in ITSM  Initiatives to Create Raving Fans
    Engage End Users in ITSM Initiatives to Create Raving Fans Pam Erskine, Principal Consultant & IT Transformation Strategist Nov 16 2017 6:00 pm UTC 45 mins
    Every end user in your company plays a part in successfully helping IT adopt new best practices such as ITIL, SIAM, DevOps, etc. They use the new functionality that it delivered. They experience the delay in resolving a problem. They use a workaround when the IT service isn’t available. The end users are the ultimate beneficiaries of your services. Ignore them when you are implementing best practices and you’ll diminish the value of your initiative. Embrace them and you will improve customer satisfaction and your return on investment. In this session, we’ll explore how you can engage your end users to achieve a stronger result and create raving fans!