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  • ITSM Series: Deliver amazing IT service while increasing productivity (2 of 3)
    ITSM Series: Deliver amazing IT service while increasing productivity (2 of 3)
    Bill Hansey, George Rubio Recorded: Jan 15 2019 58 mins
    Part two will help you deliver an IT service experience everyone loves. Topics include:

    How to deliver a consumer-like employee experience through a self-service portal
    Providing a modern experience with personalized mobile apps, self service portals, and contextual collaboration
    Using machine learning and AI-powered chatbots to automate common requests, making work easier and more efficient
  • HDI 2018 Research Review: Trends and Hot Topics for 2019
    HDI 2018 Research Review: Trends and Hot Topics for 2019
    Roy Atkinson Recorded: Jan 15 2019 59 mins
    In this webinar, we will look at HDI research and pull out the important changes and trends that will affect the coming year, using data from the HDI 2018 Technical Support Practices & Salary Reports. The discussion will include:
    •Staffing and Salary
    •Ticket Handling and Metrics
    •Technology and Operations

    Who Should Attend:
    •Service Desk and Support Center managers and directors who need to know industry trends
    •Team leads and supervisors who want to understand the industry
    •Industry writers and bloggers who want to better understand HDI’s industry reports
  • How a Mobile App Enhances Your Contact Center Strategy
    How a Mobile App Enhances Your Contact Center Strategy
    Brandon Rowe, Sr Manager - Product Marketing - WFO; and Daryl Gonos, Principal - WFM Sales and Marketing Recorded: Jan 9 2019 52 mins
    Intraday management is one of the highest priorities and most demanding tasks for contact center managers. Mobile self-service provides supervisors with the tools needed to quickly adapt to unexpected changes, manage all aspects of schedules, and better communicate with their agents.

    During this webinar we will discuss how to use the mobile app from a managerial and agent point of view, and show how agents can view/change schedules, manage preferences, receive push notifications, shift trade, and more.
  • CRM for Soak.com
    CRM for Soak.com
    Ilyash Dedat, Director of Customer Services Recorded: Jan 9 2019 7 mins
    See how Workbooks have helped Soak manage their customer enquiries process.
  • ITSM Series: Kick start your ITSM implementation (1/3)
    ITSM Series: Kick start your ITSM implementation (1/3)
    Bill Hansey, George Rubio Recorded: Jan 8 2019 54 mins
    Join us for the first of our three-part webinar series. You’ll learn new ways to consolidate disjointed services and applications, including:

    How built-in best practices can rapidly consolidate your inefficient tools (CMDB, and Incident, Problem, Change) to a single, cloud-based system of action
    How integrated service management with a single CMDB can help your team deliver timely IT services that make employees happy
    How to help your organization be “better, faster, cheaper” and accelerate value delivery
  • Apple IT Trends for 2019
    Apple IT Trends for 2019
    Garrett Denney, Product Marketing Manager, Jamf Recorded: Jan 8 2019 32 mins
    Never one to rest on its laurels, Apple continues to evolve its capabilities and form strategic partnerships to help more students, teachers and employees enjoy the unmatched capabilities of the Apple ecosystem.

    As you finalize your technology plans for 2019, join us for a brief recap of the major milestones Apple hit in 2018 and take a sneak peek at what you can expect from Apple (and Apple device management) next year.


    We’ll cover:

    Apple IT accomplishments in 2018
    Predictions for Apple IT trends in 2019
    IT initiatives to consider (with use cases) and how to implement
  • Apple IT Trends for 2019
    Apple IT Trends for 2019
    Garrett Denney, Product Marketing Manager, Jamf Recorded: Jan 8 2019 32 mins
    Never one to rest on its laurels, Apple continues to evolve its capabilities and form strategic partnerships to help more students, teachers and employees enjoy the unmatched capabilities of the Apple ecosystem.

    As you finalize your technology plans for 2019, join us for a brief recap of the major milestones Apple hit in 2018 and take a sneak peek at what you can expect from Apple (and Apple device management) next year.

    We’ll cover:

    Apple IT accomplishments in 2018
    Predictions for Apple IT trends in 2019
    IT initiatives to consider (with use cases) and how to implement
  • Modernizing CA SiteMinder with Simeio IDaaS
    Modernizing CA SiteMinder with Simeio IDaaS
    Vipin Jain, Senior IAM Architect (Simeio), Ed Pascua, SVP Sales (Simeio) Recorded: Dec 28 2018 47 mins
    CA SiteMinder is installed in complex multi-product environments. Many times, customers can benefit from decreased costs and simplification and ease of operation by consolidating heterogenous IAM environments on a single vendor IDaaS platform. Listen in to see how Simeio Solutions helped a Fortune 500 retailer modernize its on-prem CA SiteMinder environment.
  • ABCs of AI
    ABCs of AI
    Sudheer Matta, VP of Product, Mist Recorded: Dec 19 2018 56 mins
    There's a lot of buzz around Artificial Intelligence and how it can help IT operations. There's also a lot of confusion.

    Watch this on-demand AI:rchitect series webinar where we'll cut through the AI noise. In this interactive session, we'll cover:

    - The need for AI-driven IT
    - The difference between AI, machine learning, deep learning, data science, and other common techniques
    - Ways to implement data science in your Wi-Fi network
    - How to prepare yourself (and your IT team) for the transition to AI-driven IT
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing
    Bryan Sartin, Chris Novak, Bruce Benedict, Jimmy Nilsson, Rodolphe Simonetti, Dave Kennedy, John Grim, Farzad Seihoun Recorded: Dec 19 2018 85 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 prior to December 14, 2018:

    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!
  • ServiceNow Predictions for 2019
    ServiceNow Predictions for 2019
    Ellen Daley, Meghan Lockwood, Adam Mason, Dan Lyons, Dale Meyer-Curley, James Hamilton Recorded: Dec 18 2018 62 mins
    Our Experts Weigh In: ServiceNow trends should you look for in 2019

    On Tuesday, December 18th, 1:00 PM EST, 10:00 AM PST, join our panel of 6 ServiceNow enthusiasts as they share what they're looking forward to and what trends they see on the rise in 2019 and beyond for ServiceNow.

    - Artificial Intelligence/Virtual Agent Technology
    - Customer Experience
    - ESM Strategies
    - Big Data & Data Analytics
    - Global Business Services... and more!

    Register Today!
  • [Panel] Women in ITSM: Opportunities, Lessons, Challenges and Advice
    [Panel] Women in ITSM: Opportunities, Lessons, Challenges and Advice
    Claire Agutter, Simone Jo Moore, Sally Bogg, Elisabeth Thomas, Andrea Kis Recorded: Dec 18 2018 61 mins
    Join Claire Agutter, Simone Jo Moore, Sally Bogg, Elisabeth Thomas and Andrea Kisfor an open, honest discussion about the opportunities, lessons and challenges found in a career in ITSM. From entering the industry, to forging a career and making a difference, this one-off panel discussion will explore all facets of being a woman in ITSM in 2018.
  • A new approach to IT Service Management: Selfless Service
    A new approach to IT Service Management: Selfless Service
    Sanjeev NC, Solutions Architect, Freshworks Recorded: Dec 13 2018 31 mins
    Service desks are closer to the customers than we can ever imagine. With self-service adoption on the rise and Service desks making it easy for their users to reach them, why do we still hear IT agents complaining users don’t raise tickets? Can we get the Service desk closer to the customers? What if the Service desk lives where the customers are already there?

    This talk explores the possibility of approaching Service management with a selfless mindset focusing primarily on self-service and customers logging tickets with the service desk. A selfless approach takes a lot of effort but not without its benefits.

    About Sanjeev NC;

    Sanjeev is a Solution Architect helping Enterprise customers with their ITSM tool implementation. He’s an ITSM enthusiast with consulting, blogging & speaking experience and enjoys delivering content creatively through memes, comics and puns. He is currently on a mission to ensure every customer support interaction yields the best possible experience.
  • Top 3 IT Automation Use Cases that Bridge People, Process, and Technology
    Top 3 IT Automation Use Cases that Bridge People, Process, and Technology
    Jeff Battaglino Recorded: Dec 13 2018 30 mins
    Automation is changing the way we work and live. From self-driving cars to AI-powered virtual assistants, everyone is scrambling for the latest in automated technology.

    The immense pressure for digitized business operations leaves enterprise organizations searching for process automation that improves accuracy and speed, while transforming the customer experience.

    In this webinar you will experience three process automation use cases that will free-up staff to work on more productive projects, reduce human error, and provide faster, more efficient responses to incidents and requests.
  • How Mature is Your CX? Planning for Success in 2019
    How Mature is Your CX? Planning for Success in 2019
    Nate Brown, Cofounder, CX Accelerator; Chris Bauserman, VP, Product Marketing, NICE inContact; Erica Marois, ICMI (moderator) Recorded: Dec 12 2018 62 mins
    Most contact centers operate with the goal of delivering exceptional customer experiences, but how many achieve that objective? Executing on big vision customer experience initiatives is daunting, and if no one "owns" the strategy, it's nearly impossible to attain the desired results. How will your team achieve success in the year ahead? Join us for this can't-miss webinar that will help your organization drive meaningful CX improvements in 2019.

    In this webinar, you will learn:

    * What NICE inContact’s 2018 benchmark survey reveals about 2019 CX priorities
    * What CX maturity means, and why it’s important
    * How to assess your current state of CX maturity
    * How to elevate your level of CX maturity

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • How to Avoid Internal Friction When Expanding Service Management
    How to Avoid Internal Friction When Expanding Service Management
    Sean Sebring and Jason Yeary Recorded: Dec 11 2018 54 mins
    Sean Sebring is an IT Process Improvement Manager who used his service management platform as a vehicle to improve business processes throughout the organization. In fact, over 50% of licensed agents in his organization are outside of IT. In this webinar, he'll cover:

    - How to create buy-in from stakeholders
    - How to work "on the schedule of the business"
    - How to drive process improvement in IT and beyond
  • How Assisted Self-Service Will Power Up Support
    How Assisted Self-Service Will Power Up Support
    Chris Savio (Prompt.ai by LogMeIn); Roy Atkinson (HDI Moderator) Recorded: Dec 11 2018 61 mins
    IT and technical support would love for end users and customers to take advantage of self-service resources. End users and customers would love for self-service to be easier. Finding articles, videos, documents and other resources intended to make life easier for users—and for the analysts and technicians who support them—can be difficult and confusing.

    Next-generation tools are here, set to enable users and customers to get accurate answers quickly and easily and solve many common issues for themselves, allowing analysts to concentrate on more complex problem-solving and other tasks. Analysts can benefit as well, having powerful assistance at their command to find knowledge and implement solutions without making users and customer wait.

    What You Will Learn:
    - What “assisted self-service” means
    - Why self-service adoption can be a struggle
    - How next-generation tools can help both end users and support analysts

    Who Should Attend:
    - Knowledge Management professionals seeking ways to improve
    - ITSM professionals tasked with building self-service portals
    - Support organization leaders who wish free analysts up from repetitive tasks
  • CRM for Accountancy - Why you accountancy practice need CRM
    CRM for Accountancy - Why you accountancy practice need CRM
    Colin Abercrombie, Partner, French Duncan Recorded: Dec 11 2018 49 mins
    In this webinar Colin Abercrombie, a partner at the Glasgow accountancy firm French Duncan discusses the (mis) understanding of CRM and how their journey with CCH CRM powered by Workbooks has helped the firm focus on the bigger picture:

    A single client view
    - Prospect and cross-sell effectively
    - Identify new service opportunities
    - Eliminate time spillage
    - Assure engagement compliance
  • The Digital Workplace Requires AI-Driven IT
    The Digital Workplace Requires AI-Driven IT
    Jeff Aaron, VP of Marketing, Mist Systems; Kevin Fenn, Global Head of Networks, ThoughtWorks Recorded: Dec 6 2018 57 mins
    Join this webinar where Kevin Fenn, Global Head of Networks at ThoughtWorks, and Jeff Aaron, Vice President of Marketing at Mist, will discuss the emerging role of Artificial Intelligence (AI) in IT and how you can benefit from this trend. AI is critical to the emerging digital workplace, reshaping the way IT organizations deploy and manage infrastructure and how users consume those services.

    The IT department at ThoughtWorks is on the leading edge of the “AI for IT” movement, bringing unprecedented automation and insight into daily operations with a state of the art AI-driven Wireless LAN from Mist. Their new digital workplace, which enables new initiatives such as open seating and video collaboration, is boosting employee efficiency and experience.

    We will explore:

    · AI technology and the impact it has on wireless networking

    · Best practices for deploying an AI-driven WLAN

    · How to support wireless video conferencing, open seating, and other strategic initiatives

    · Quantifying the benefits of a new AI-driven network infrastructure
  • Master the Art of Zero-Touch Deployments
    Master the Art of Zero-Touch Deployments
    Jim Grandbois, Solutions Architect, Jamf Recorded: Dec 6 2018 24 mins
    With imaging taking a back seat to the new era of zero-touch deployment, IT can now successfully deploy Mac, iPad and iPhone to users directly without ever having to open the box. Apple’s deployment programs enable zero-touch deployment by automating enrollment and configuration from a central location — eliminating the need to ever physically touch the device.

    In our webinar, Master the Art of Zero-Touch Deployments, we will demystify Apple’s deployment programs and walk through what it takes to implement these programs in your organization.

    We’ll cover:
    •An overview of Apple’s deployment programs
    •The benefits of zero-touch deployment
    •How to accomplish zero-touch deployment for macOS and iOS
  • Best Practices to Increase Self-Service Success on Your Support Portal
    Best Practices to Increase Self-Service Success on Your Support Portal
    David James, Director, Product Marketing, Coveo Recorded: Dec 6 2018 37 mins
    It’s no surprise when it comes to resolving issues and finding information, customers prefer self-service. And organizations prefer it because it dramatically reduces support costs. But if you want to make great self-service a reality on your support portal, you need to give customers an intelligent and intuitive search experience and proactively recommend content that can help.

    Join us for this live webinar to learn the 6 best practices to increase self-service success & boost case deflection.

    In this webinar, we will:

    -Dive into what great self-service looks like and show you the formula for creating relevant support experiences
    -Share case study examples of successful support portals and communities using Coveo
    -Answer questions about AI-powered search capabilities

    If you’re a Customer Service Innovator, a Community Manager, or interested in the latest self-service trends, you won’t want to miss this info-packed session on the the power of AI-powered search to boost customer self-service.
  • DigiDevTransOps - Clearing the Confusion in Digital Transformation & DevOps
    DigiDevTransOps - Clearing the Confusion in Digital Transformation & DevOps
    Mark Smalley, the IT Paradigmologist and DASA Global Ambassador Recorded: Dec 6 2018 48 mins
    The title is a cynical reference to the hype around Digital Transformation and DevOps. There’s a lot of confusion and you may be wondering what the terms actually mean and what the relationship is between the two. If we look closer, we’ll see that DevOps has much to support Digital Transformation, but that it’s only one of the pieces in the Digital Transformation jigsaw puzzle.

    Mark Smalley, Global Ambassador DASA
  • Master the Art of Zero-Touch Deployments
    Master the Art of Zero-Touch Deployments
    Jim Grandbois, Solutions Architect, Jamf Recorded: Dec 6 2018 24 mins
    With imaging taking a back seat to the new era of zero-touch deployment, IT can now successfully deploy Mac, iPad and iPhone to users directly without ever having to open the box. Apple’s deployment programs enable zero-touch deployment by automating enrollment and configuration from a central location — eliminating the need to ever physically touch the device.

    n our webinar, Master the Art of Zero-Touch Deployments, we will demystify Apple’s deployment programs and walk through what it takes to implement these programs in your organization.
    We’ll cover:

    •An overview of Apple’s deployment programs
    •The benefits of zero-touch deployment
    •How to accomplish zero-touch deployment for macOS and iOS
  • In WFM Apps We Trust!
    In WFM Apps We Trust!
    Brandon Rowe, Sr Manager - Product Marketing, OpenText Recorded: Dec 5 2018 53 mins
    Attracting and retaining agents can be a cumbersome task for contact centers. In many ways, they (agents) expect a blending of their work and personal lives. A WFM mobile app keeps agents engaged, provides a better work-life balance, and ensures time management and collaboration, while giving supervisors and analysts the ability to quickly identify problems and take action to ensure proper staffing and service levels are met.

    Join us as we discuss how intraday management with a mobile app is helping contact centers to connect and empower their agents.
  • Dartmouth College's Network of the Future is Powered by AI
    Dartmouth College's Network of the Future is Powered by AI
    Mitch Davis, Dartmouth; Rahul Vir, Juniper Networks; Felix Windt, Dartmouth; Jeff Aaron, Mist Systems Recorded: Dec 5 2018 61 mins
    When it came to deploying a new network across campus, Dartmouth College came to an important realization - students learn best when the network is learning, too.

    In this webinar, the Dartmouth IT team is joined by experts from Mist and Juniper to describe how an AI-driven network is being used to deliver new learning experiences on campus.

    Watch now, and learn how to:

    - Gain visibility into the Wi-Fi user experience
    - Quickly troubleshoot network problems with an AI-driven virtual assistant
    - Predict network problems before they arise
    - Implement personalized location services, such as wayfinding and proximity notifications

    Panelists:
    Mitch Davis, CIO, Dartmouth College
    Rahul Vir, Sr. Director, Product Management, Juniper Networks
    Felix Windt, Network Engineer, Dartmouth College
    Jeff Aaron, VP Marketing, Mist Systems
  • ITSM Series: Achieve insights and visibility for continual innovation and improv
    ITSM Series: Achieve insights and visibility for continual innovation and improv
    Bill Hansey, George Rubio Jan 22 2019 7:30 pm UTC 34 mins
    In this final episode, you’ll find out how to make sure your IT services are performing optimally with smart strategies to:

    Get full visibility with built-in dashboards and Performance Analytics providing real-time, actionable information to continually improve services
    Learn how a single data model can eliminate information silos with one data source for your enterprise
    Learn how Continual Improvement Management can align data, people, and business goals in one place and empower strategic planning and execution
  • Innovate your WFM: How to Improve Contact Center Forecasting and Scheduling
    Innovate your WFM: How to Improve Contact Center Forecasting and Scheduling
    Vicki Herrell, SWPP; Ric Kosiba, Genesys; Steve Kosiba, Genesys; Erica Marois, ICMI (moderator) Jan 23 2019 7:00 pm UTC 60 mins
    When asked to share their most daunting challenges, contact center leaders in the ICMI community listed hiring, scheduling, and long-term planning at the top of the list. Can you relate?

    Join this webinar to learn how you can improve the building blocks of WFM, scheduling and long and short-term forecasting, using machine learning and cloud computing. These new processes improve accuracy and dramatically improve solve times, hinting at a new class of contact center WFM analytics, which will improve WFM efficiency and agent engagement.

    If you're ready to transform your planning and scheduling process, you don't want to miss this complimentary webinar in partnership with Genesys and The Society for Workforce Planning Professionals (SWPP).

    During this webinar, you will learn:
    - What's next for contact center WFM, from spreadsheets to AI and everything in between
    - Innovative scheduling techniques that can boost agent engagement and productivity
    - How to reduce staffing costs without sacrificing quality
    - How to improve long-range contact center forecasting

    Join us for an interactive and informative hour, complete with practical tips and a live audience Q&A.
  • The 'I' In Agile: A Personal Journey
    The 'I' In Agile: A Personal Journey
    Hema Iyer, Author - The 'I' in Agile: A Personal Journey Jan 24 2019 4:00 pm UTC 45 mins
    There are many contradictory messages one gets when an organisation adopts Agile as a
    means of delivering change. One often feels alone in the confusions and the challenges one
    faces. Why were we doing what we were doing? How do we fit in when everything around was
    so fluid? In an environment where everyone was an expert and an all-rounder, was our role still
    relevant? Would we still have a good appraisal if we failed, failed fast and often enough?

    During this webinar, Hema Iyer talks about her battle with Agile and the challenges she faced.
    She talks about how she felt anger and frustration, about how she learnt, unlearnt and found
    sanity in the madness – iteratively and incrementally.

    Join this webinar to learn more about the “I” in Agile.
  • Panel: Embracing Automation and Digital Transformation in ITSM
    Panel: Embracing Automation and Digital Transformation in ITSM
    Moderator: Elisabeth Thomas, Launch Product Marketing. Panelists: Oded Moshe - VP, Product at SysAid and TBC Jan 29 2019 11:00 am UTC 45 mins
    Where will automation take IT Service Management in 2019? From AI to machine learning and process automation, there’s a whole host of new capabilities that will ensure customer satisfaction, robust IT security practices and flexible deployments in service management.


    Join leading experts in this open discussion to learn how to adopt modernized approaches and embrace innovative practices and technologies for an effective and profitable Digital Transformation.
  • Live Interview Panel: Top Challenges for CISOs and How to Solve Them
    Live Interview Panel: Top Challenges for CISOs and How to Solve Them
    Aviv Grafi, Guy Dagan, Noam Erez, Kobi Freedman Jan 29 2019 1:00 pm UTC 60 mins
    According to a recent study, having a lack of influence in the boardroom is a key reason why 84% of CISOs in North America believe there is no way to avoid a data breach. How are CISOs addressing the ever-growing cyber threat landscape, disappearing security perimeter and the chronic lack of skilled security professionals? What do they need to communicate and how, to get the board on their side?

    Join security experts across the industry for an interactive discussion on:
    - What keeps CISOs up at night
    - Strategies for breach prevention
    - Strategies for making the most of AI technolofy and human talent
    - Coping with analyst fatugue
    - Threats on the horizon
    - Recommendations for strengthening security

    Panellists
    Noam Erez, co-founder and CEO, XM Cyber
    Aviv Grafi, CEO and co-founder, Votiro
    Guy Dagan, Cofounder and Partner, Consienta
    Kobi Freedman, Co-founder & CEO, IDRRA
  • The new IT availability metric for the Digital Age...Mean Time Between Fiasco
    The new IT availability metric for the Digital Age...Mean Time Between Fiasco
    Ian MacDonald - Edenfield IT Consulting Jan 29 2019 1:00 pm UTC 45 mins
    In the new digital world, increasingly when IT stops the business stops.

    Investment in High Availability and Disaster Recovery solutions is now an essential business imperative to avoid outages and provide the ability to recover IT services quickly. Yet, there seems to be an increasing frequency of companies experiencing unplanned protracted IT outages which are typically huge in terms of financial loss, marketplace reputation and poor customer experience. The term ‘fiasco’ being often associated with these high visibility failures by the media and angry frustrated customers.

    In this session we look at the common causes of unplanned IT outages and protracted recovery. From this we conclude that in most cases HA and DR offers no protection and more significantly may actually be a key risk factor behind human error now emerging as one of the top causes of unplanned IT outages being experienced by IT organisations.
  • The Service Manager's Role in Artificial Intelligence
    The Service Manager's Role in Artificial Intelligence
    Robert Falkowitz - General Manager, 3Cs Jan 29 2019 4:00 pm UTC 45 mins
    Join Robert Falkowitz as he reviews the role of the service manager throughout the life cycle of an artificial intelligence tool used to deliver or to manage an IT-based service.
  • Technology Trends shaping the Future of ITSM
    Technology Trends shaping the Future of ITSM
    Rob Akershoek, Chair, IT4IT Jan 29 2019 6:00 pm UTC 45 mins
    Explore how automation will revolutionise Service Management in the coming years. This webinar provides an overview of the most important and latest trends related to automation with the IT organization.


    Learn about the most important technology trends transforming the IT operating model and way of working within the IT service organization (mapped to the IT4IT standard from The Open Group).
  • What is ServiceNow: Your Primer to Kick-Start Your ServiceNow Transformation
    What is ServiceNow: Your Primer to Kick-Start Your ServiceNow Transformation
    Carleen Carter, John Beasley, Johnny Walker Jan 29 2019 6:00 pm UTC 60 mins
    Just getting started with ServiceNow? Whether you're about to implement the platform or still in the midst of researching, this webinar will introduce you to the innovative platform, what it's made up of, and how to get started on your ServiceNow journey.

    Learn how to build your roadmap, staff projects, plus find out tips for success, from Organization Change Management (OCM) to governance, and rolling ServiceNow out to your company.
  • AIOps: The Next 5 Years
    AIOps: The Next 5 Years
    Rich Lane, Senior Analyst, Forrester & Will Cappelli, CTO of EMEA, Moogsoft Jan 29 2019 6:00 pm UTC 45 mins
    You’re invited to join our complimentary webcast, AIOps The Next Five Years, featuring Forrester analyst Rich Lane and Moogsoft CTO Will Cappelli.

    AIOps is becoming imperative to the management of today’s complex IT systems and their ability to support changing business conditions. In this webinar, the speakers will discuss the role that AIOps can and will play in the enterprise of the future, how the scope of AIOps platforms will expand, and what new functionality may be deployed.

    By attending this webcast, you will learn:

    - How AIOps will enable and support the digitalization of key business processes
    - What new AI technologies and algorithms are likely to have the most impact on the continuing evolution of AIOps
    - Why the relationship of AIOps to both monitoring and service management is likely to change by 2023

    This webcast will include a Q&A with our guest speakers.
  • Now on Now: How Performance Analytics is enabling service excellence
    Now on Now: How Performance Analytics is enabling service excellence
    Archana Penukonde, Satish Mallavolu Jan 29 2019 9:30 pm UTC 56 mins
    Curious how using Spotlight and Word Clouds can make work better all the time? Join ServiceNow experts – Satish Mallavolu, Senior Manager, Business Intelligence, and Vivek Ambekar, Senior IT Business Intelligence Analyst – as they discuss how Performance Analytics can transform your IT experience.

    At ServiceNow, we use our own IT Service Management solution, coupled with Performance Analytics. A critical element in our journey is the ability to continually improve operations by setting clear goals and measuring Key Performance Indicators (KPIs) against our goals. Performance Analytics offers unique capabilities and advantages in providing actionable insight and real-time trends of KPI performance. It also enables persona-based views of the information to all stakeholders in our organization – from our operations staff to our CIO.

    In this webinar, you’ll learn:

    How we use Performance Analytics to increase operational visibility
    How we are improving service performance and elevating our own IT service experience
    Best practices and recommendations from ServiceNow experts, based on our own learnings
  • The Business Value of Intelligent IT Automation
    The Business Value of Intelligent IT Automation
    IT Chronicles with industry leaders Michael Dortch, Robert Roberts and Mike Bombard Jan 29 2019 10:00 pm UTC 60 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.
  • Automating Service Management
    Automating Service Management
    Phyllis Drucker - Linium Jan 29 2019 10:00 pm UTC 45 mins
    Join Phyllis Drucker and learn about Automating Service Management.
  • 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) Jan 30 2019 11:00 am UTC 45 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.
  • Live Interview Panel: Managing Compliance and Security in the Cloud
    Live Interview Panel: Managing Compliance and Security in the Cloud
    Benny Czarny, Guy Dagan, Ariel Zeitlin, Diana Kelley Jan 30 2019 1:00 pm UTC 60 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
    Guy Dagan, Cofounder and Partner, Consienta
    Ariel Zeitlin, CTO and co-founder, Guardicore
    Diana Kelley, Cybersecurity Field CTO, Microsoft
  • Dev + Ops + Sec = A better business
    Dev + Ops + Sec = A better business
    Daniel Breston, Principal Consultant, Virtual Clarity & Daniel Blander, Principal Consultants, Techtonica, Inc. Jan 30 2019 4:00 pm UTC 45 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.
  • 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 Jan 30 2019 6:00 pm UTC 45 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 her 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.
  • 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 Jan 31 2019 9:00 am UTC 45 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.
  • 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 Jan 31 2019 11:00 am UTC 45 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.
  • Delivering ITSM For Business Maturity: A Practical Framework
    Delivering ITSM For Business Maturity: A Practical Framework
    Beverly Weed-Schertzer - Executive ITSM Consultant, edifyIT Jan 31 2019 10:00 pm UTC 45 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!
  • 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 Feb 5 2019 2:00 pm UTC 60 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
  • Evolving DevOps: a Service-Oriented Perspective
    Evolving DevOps: a Service-Oriented Perspective
    Mark Smalley, the IT Paradigmologist Feb 5 2019 4:00 pm UTC 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.
  • 5 Tips for ITSM Metrics that Drive Superior Outcomes
    5 Tips for ITSM Metrics that Drive Superior Outcomes
    Stephen Mann, ITSM Analyst and Matt Klassen, VP Product Marketing, Cherwell Feb 5 2019 5:00 pm UTC 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
  • 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 Feb 5 2019 7:00 pm UTC 60 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
  • Transform IT to deliver more growth-oriented innovation
    Transform IT to deliver more growth-oriented innovation
    Darren Haway (Tiffany), Bruce Randall Feb 5 2019 7:30 pm UTC 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