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Help Desk and Support

  • Test Environment Management
    Test Environment Management
    Anurag Sharma, ITSM Author Recorded: Nov 20 2018 36 mins
    The key focus area of every single organisation is to provide best-in-class customer experience, which in 2018 is delivered using technology. To remain competitive in the market, every organisation transforming digitally needs to deliver innovation. It's a fact that the world that consumers and companies operate in is changing in order to make sense of a fast-changing context.

    However, Digital Transformation is also a mindset.

    A faster time to market, the speed of implementation, quality, service availability and lower cost of ownership are the critical elements of Digital Transformation. In an ideal world, Digital Transformation is the thumb rule followed by each company - whether they are small or large, IT or non-IT, start-up, experienced or legacy companies

    Yet, there are industries that are still using their traditional waterfall practices. Old ways of working, system complexity and pressure to survive in this new era create absolute chaos in their world. It's like an IT disease which can be cure by management practices like DevOps and Agile.

    These management practices require some time to mature and not overnight successes. They require a change of culture, technologies and ways of working. In the meantime, there is a need for pain relief so that the transformation journey can start.

    Enter Test Environment Management - the pain relief that alleviates the symptoms.
    This webinar will provide a glimpse into this and how to add value to an organisation’s Digital Transformation journey.
  • Rescue Your Service Desk with Advanced ITSM Superpowers
    Rescue Your Service Desk with Advanced ITSM Superpowers
    George Spalding, Executive Vice President, Pink Elephant Recorded: Nov 15 2018 58 mins
    Are you sensing that your service desk might be in trouble? There are many threatening issues out there that can wipe out your team if you aren’t careful. But, there are also many evolving ITSM strategies you can incorporate into your service arsenal to become a real hero for your team.

    In this webinar, get lessons directly from the spectacled IT crusader George Spalding, executive vice president at Pink Elephant. You will learn about future service desk superpowers you can use to boost performance like:

    •Enhancing vision with intelligent service KPI reporting
    •Increasing strength with iterative process design
    •Running faster with superior service automation processes
    •Increasing agility by incorporating lean practices

    We look forward to seeing you on the webinar!

    Speaker Info:

    George Spalding,
    Executive Vice President, Pink Elephant

    In addition to co-authoring the ITIL® V3’s Continual Service Improvement core volume, George Spalding was honored with the 2012 Ron Muns Lifetime Achievement Award from HDI and is one of the world’s most insightful and engaging IT Service Management and Support experts. In addition to his extensive commitment to moving the industry forward, George spent several years as a consultant to the White House on technical presentations and White House conferences. He also coordinated technical presentations for members of the President's cabinet, the Smithsonian Institute, and the Federal Bureau of Investigation. George is an ITIL Expert, the highest level in the ITIL certification program, is a regular author of IT articles and white papers, and a frequent presenter at global IT conferences and events.
  • It’s Time to Rethink IT Self-Service: How to Improve the Service Desk
    It’s Time to Rethink IT Self-Service: How to Improve the Service Desk
    Rich Graves, Director of Product Management @ Serviceaide Recorded: Nov 15 2018 57 mins
    Self-service has been a key component of service desks for a decade but has yet to truly deliver the benefits that organizations were hoping for. Although self-service provides value for help desk teams, customers’ experiences often fall short of being satisfying. In fact, in a recent HDI survey, 71% of organizations say that improving customer experiences is a priority.

    This webcast discusses how service management teams can enable better experiences by providing conversational approaches to issue resolution using virtual agents. Luma, an innovative virtual agent from Serviceaide, guides users to create actionable tickets, performs knowledge lookups and streamlines tasks such as password resets, amongst other capabilities. Best of all, Luma is available 24x7 to ensure customers get their issues resolved rapidly anywhere, at any time. Attend this webcast to see how virtual agents can improve customer self-service experiences.
  • IT Service Transformation: How to Make Work Flow Across the Enterprise
    IT Service Transformation: How to Make Work Flow Across the Enterprise
    Mike Johnson, Ryan Mulvaney, Mike Bollman, Pulin Bhatt Recorded: Nov 15 2018 59 mins
    As digital transformation moves from vision to reality, many organizations are still struggling with manual, disconnected processes. Gaps between systems, people, and functional groups stifle the cross-functional innovation needed to produce true transformation.
    IT teams that are leading the charge in the digital era are adopting solutions that integrate systems, automate enterprise-wide workflows, and offer a collaboration platform that transcends functional silos. They are automating key processes across IT, PMO, HR, Security, and Facilities.

    Join IT leaders for a discussion on creating a unified service experience, boosting productivity, and making work flow.

    Guest speakers:
    Mike Johnson, ITSM Administrator,Wendy's International
    Mike Johnson is the Primary ITSM Administrator and Developer for Cherwell at the Wendy’s International Corporate Office. Mike attended Ohio Wesleyan University and received a Bachelors Degree in Psychology with a primary focus in survey methodology and research based data collection. He has 6 years of experience with the Wendy’s brand and started out as a level one support technician. His other roles have included Data Analyst and Workforce Management Scheduler.

    Pulin Bhatt, Director of Client Services, University of Texas at Dallas
    Pulin Bhatt is the Director for Client Services in Office of Information Technology at University of Texas - Dallas. In his current role he oversees the Service Desk, Desktop Support, AV Technologies, Labs, and ITSM. In the past, Pulin has held various roles supporting End User Technology in different industries like Finance, Legal, and Corporate. Pulin holds an undergraduate degree in MIS and an MBA from Texas Tech University. Pulin is passionate about service excellence and bridging the gap between technology and those who use it.

    Ryan Mulvaney, Principal Consultant, Enterprise Service Management Practice, Business Forward
  • Three Movements in Service Management: ITSM in 2019
    Three Movements in Service Management: ITSM in 2019
    Dolf van der Haven, Information Security and Quality Manager, Verizon Enterprise Solutions Recorded: Nov 15 2018 43 mins
    Join Dolf van der Haven, Information Security and Quality Manager, at Verizon Enterprise Solutions This webcast as he gives an overview of the three main movements in service management that will have an impact in 2019.

    This webinar will cover the new edition of ISO/IEC 20000-1, VeriSM and the new ITIL 4, and will show the merits of each movement, comparing them and demonstrating that whilst not mutually exclusive, each has their own specific merits.
  • Why You Need ITIL in your Digital Transformation Strategy
    Why You Need ITIL in your Digital Transformation Strategy
    John F McDermott, TIL/ITSM DevOps Customer Simulations, HPE Recorded: Nov 15 2018 46 mins
    ITIL helps you maximize the potential of your digital services and ensures you keep ahead of business demand by giving you a framework of how to adapt your processes, organisation and culture.

    In this session, learn from industry leader John F McDermott of HPE how ITIL can keep you agile, adaptive, and responsive - ensuring you create value and are a pioneering and enabling facilitator of IT and its associated services.
  • Choose your practice, practice your choice!
    Choose your practice, practice your choice!
    Simon Dorst, Michelle Major-Goldsmith - Kinetic IT Recorded: Nov 14 2018 43 mins
    As Stephen Covey said “There are three constants in life... change, choice and principles”

    Recent years have seen an explosion of different service management practices, leaving organizations confused about the best way forward. What is the best approach for building a service management model?

    Michelle Major-Goldsmith and Simon Dorst will discuss the basic background, benefits and pitfalls of common ITSM practices like ITIL, SIAM, Agile and VeriSM. Focus will be on a clear distinction of what each of these practices brings to an organisation and provide some advice on both where to start defining a service management model and how to consider integrating the latest best and enabling practices as they evolve.
  • SIAM in the Cloudy world
    SIAM in the Cloudy world
    Steve Morgan - Director, SynaidIT and SIAM-ITSM coach & mentor, and Daniel Breston, Principal Consultant at Virtual Clarity Recorded: Nov 14 2018 47 mins
    You want to benefit from cloud. You want to benefit from Agile, ITSM and DevOps. You want to save money. You create a programme and move your services and applications to some cloudy world. Whether it is hybrid or all someone else’s have you considered the impacted on your overall processes, all of your internal staff, your customers, regulators and suppliers?

    We find that many consider some of these but few look at the entire spectrum. Cloud is a great thing, especially when viewed from the lens of integrating your service with great management (SIAM). Please join Steve Morgan, Director SynaidIT and SIAM-ITSM coach & mentor, and Daniel Breston, Principal Consultant Virtual Clarity & DevOps ITSM blender, as we discuss (argue) the good, bad, great of SIAM in the Cloudy world.
  • Empowering Your Agents with CTI and Omni-Channel Widgets
    Empowering Your Agents with CTI and Omni-Channel Widgets
    Johannes Fischer Recorded: Nov 13 2018 56 mins
    Contact centers are evolving, allowing customers to self-serve more complex tasks without agent involvement. But when agents must step in, customer experience suffers due to limited access to critical information.

    Join us for this live webinar as we discuss how best-in-class organizations are building a unified customer engagement center through the use of softphones and omnichannel widgets - where agents are empowered to focus on the business processes to better serve their customers.
  • New to ITIL, ITSM, and Lean?  Don’t Make the Same Mistakes We Did!
    New to ITIL, ITSM, and Lean? Don’t Make the Same Mistakes We Did!
    George Spalding, Pink Elephant and Chuck Darst Cherwell Software Recorded: Nov 13 2018 57 mins
    The first lesson for implementing ITIL is...never implement ITIL. Rather, focus on the key pain points your organization is experiencing today and “cherry pick” the specific ITIL processes that address these points. Don’t worry about the theory, it is all about the results.

    Do you want to hear more?

    Join George Spalding, EVP, Pink Elephant, 20-year ITIL veteran, and co-author of the ITIL v3 Continual Service Improvement volume and Matt Klassen, VP, Product Marketing, Cherwell as they discuss the lessons learned over two decades of working to improve IT performance.

    Guest Speaker
    George Spalding, EVP, Pink Elephant
    One of North America’s most insightful and engaging ITSM and support experts, George is an ITIL® expert with more than 30 years’ experience in the IT industry and co-author of the ITIL V3 Continual Service Improvement core volume. George spent several years as a consultant to the White House on technical presentations and conferences. He also coordinated technical presentations for members of the President’s cabinet, the Smithsonian Institute and the Federal Bureau of Investigation. A regular author of IT articles and white papers and a sought-after presenter at global ITSM conferences and webinars, George’s winning personality captivates audiences, be it in print, over the airwaves or in person.
  • The Impact of Cybersecurity on IT Response Teams: A Game Changer!
    The Impact of Cybersecurity on IT Response Teams: A Game Changer!
    Vincent Geffray and Roy Atkinson Recorded: Nov 13 2018 62 mins
    Ransomware, advanced persistent threats, and denial of service attacks—many initiated through “phishing”—will continue to frequently interrupt business and government operations. Across all industries, businesses see an uptick in cyberattacks frequency and damage to their organizations.

    “One of the best services we can provide for our customers, whether they are internal or external, is keeping their personal information—and the information needed for the business—safe. The first line of assistance should also be the first line of defense.” - Roy Atkinson, HDI

    The support center should have clear guidance on how to avoid social engineering threats and phishing threats, as well as the ability—including the time—to educate users on why support may not be able to immediately help them, or why additional information might be required. Meanwhile, when hit by a cyberattack, organizations need to execute a clearly defined and agreed upon cross-functional response plan to mitigate the risks and minimize the disruption.

    In this interview-style webinar, HDI’s Roy Atkinson and Everbridge’s Vincent Geffray will discuss the importance of the support center’s role in cybersecurity prevention and response.

    What you’ll learn:
    - How Cybersecurity Is Impacting Support
    - Support’s Role in Prevention
    - How, When, and Why the Support Center Should Respond


    Who should attend:
    - Support center managers who need to be aware of the importance of support in cybersecurity
    - IT directors who want to better understand responses and communications in the event of a cybersecurity event
    - Anyone in IT service and support wanting to improve their understanding of the role of support in cybersecurity
  • ITSM and SecOps: A Critical Intersection
    ITSM and SecOps: A Critical Intersection
    Michael Dortch - DortchonIT.com; Mike Bombard - Virima Technologies; Taylor Lehmann - CISO at Wellforce & Tufts Recorded: Nov 13 2018 49 mins
    IT service management (ITSM) is evolving rapidly as more and more enterprises pursue digital transformation. At the same time, cyber security threats are growing in number, sophistication, and impact on the operations, revenues, and reputations of victimized companies. Meanwhile, at too many companies, service and security management are still operating in separate silos, with cooperation happening only after a threat becomes a successful breach.

    How best to move to a structure in which service and security management are integrated, proactive enablers and accelerators of your business?

    At many companies, this is one of the goals driving an increased focus on security operations, or SecOps. But there are technological, cultural, and organizational challenges to your efforts to bring IT service management and security management closer together.

    Join Industry experts Michael Dortch, Mike Bombard and Taylor Lehmann for a stimulating and informative discussion of these challenges and how companies are addressing them successfully. You’ll learn things you can do now to improve both service and security management at your company.
  • Modern MFA, Deployable Everywhere
    Modern MFA, Deployable Everywhere
    Shawn Keve (EVP, Simeio), Vikram Subramanian, (VP, Simeio), Andrew Goodman (Sr Product Marketing Manager, Ping Identity) Recorded: Nov 12 2018 61 mins
    Heavy infrastructure, complex administration and poor user experiences are the hallmarks of legacy multi-factor authentication solutions. They're also the reasons why you haven't deployed MFA in more places to protect against the #1 cause of data breaches, compromised credentials.

    A cloud delivered, adaptive MFA solution balances security and convenience for workforce and consumer use cases. It also allows you to deploy MFA everywhere - on every app, API, VPN, within high risk transaction flows and even when logging into corporate devices. But implementing MFA everywhere isn’t easy, and surprising roadblocks can appear along the way.

    Join Shawn Keve, EVP at Simeio Solutions, Vikram Subramanian, VP Solutions Advisory at Simeio Solutions and Andrew Goodman, Sr. Product Marketing Manager at Ping Identity to learn about requirements and best practices for a comprehensive MFA deployment.
  • 10 Ways Contact Centers Annoy Their Customers (and How to Stop)
    10 Ways Contact Centers Annoy Their Customers (and How to Stop)
    Jenny Dempsey, Leslie O'Flahavan, Patrick Russell, Erica Marois (Moderator) Recorded: Nov 6 2018 60 mins
    Have you ever had an annoying customer experience? Are you annoying your customers? During a recent #ICMIchat, we asked participants to share their biggest customer service pet peeves. Some of the answers might surprise you. Join us for this fast-paced, fun, and practical webinar. We’ll reveal a list of the top ten ways call centers exasperate their customers, and also offer up tips for breaking the bad habits.

    In this webinar, you will learn:
    •The top ten ways call centers frustrate customers
    •How to avoid committing common customer service failures
    •How to deliver more seamless and satisfying agent and customer experience

    Join us for an interactive and informative hour, complete with live audience Q&A. Come ready to take notes and ask questions!
  • Wringing More Value Out of Your ITSM Tool
    Wringing More Value Out of Your ITSM Tool
    George Spalding, PinkElephant and Allen Houpt, CA Technologies Recorded: Nov 1 2018 55 mins
    IT Service Management (ITSM) has a long history of vendors, features, best practices, industry analysts, etc. Likewise, it has a long history in most organizations. But why is it that so few organization have achieved a high level of maturity in ITSM? Why are there so few organizations where ITSM is viewed by executive management, or the business in general, as a mission-critical component to overall business success? In this session, George Spalding, Executive VP at Pink Elephant, explores some of the key ITSM capabilities organizations love to talk about, that can drive maturity and business value, but so few in reality have effectively implemented. Some, like the CMDB, mobility and self-service, have been around for a decade or more, while others like artificial intelligence, machine learning, natural language processing and big data are relatively new. Listen in and learn how to better embrace these capabilities to drive greater ITSM success, maturity and business value.
  • A CCNG Member Interview with Metro by T-Mobile
    A CCNG Member Interview with Metro by T-Mobile
    Greg Pressly, VP Customer Operations, and Hope Norris, Staff VP of Customer Operations, Metro by T-Mobile Recorded: Oct 31 2018 7 mins
    CCNG spoke with member Metro by T-Mobile, a 7-time J.D. Power award winner, to discuss how they achieved this most recent award. Watch this brief interview to learn about the Metro by T-Mobile contact center structure, culture, and leadership that enabled them to be recognized as a leader in the wireless industry.
  • Improving Risk and Operational Results with a Cloud Identity Governance Service
    Improving Risk and Operational Results with a Cloud Identity Governance Service
    Matt Chambers (Asurion), Harshal Patel (Simeio), Shawn Keve (Simeio) Recorded: Oct 31 2018 56 mins
    Learn how Asurion moved from multiple legacy, on-prem Identity Management and Access Governance tools to a single, cloud-based Identity Governance and Administration Service to improve enterprise risk and operations.
  • Q4 2018 BrightTALK Community Update - IT Service Management
    Q4 2018 BrightTALK Community Update - IT Service Management
    Harriet Jamieson, Content Manager - BrightTALK and Mark Smalley - The IT Paradigmologist Recorded: Oct 31 2018 50 mins
    Discover what's trending in the IT Service Management community on BrightTALK and how you can leverage these insights to drive growth for your company. Learn which topics and technologies are currently top of mind for IT Service Management professionals.
  • Mobilizing Your Workforce - How mobile apps are changing the way we connect
    Mobilizing Your Workforce - How mobile apps are changing the way we connect
    Brandon Rowe and Roger Woolley Recorded: Oct 30 2018 61 mins
    Let’s face it … we can no longer abide by the working rules of yesteryear. The new generation of contact center agents have grown up using mobile devices, and that means companies need the ability to quickly communicate with their agents and provide a real-time, two-way communication stream. To be successful, organizations need to engage their employees with a WFM mobile app. Empowering your agents with a mobile app leads to a better work-life balance, enhanced communications, and a streamlined scheduling process.

    This webinar will explore the impact a mobile app can have on your contact center agents, business, and customer experience.
  • Build Your 2019 ServiceNow Roadmap for Long-Term Success
    Build Your 2019 ServiceNow Roadmap for Long-Term Success
    Juliet Acuff, Adam Mason, Grant Pulver, Meghan Lockwood Recorded: Oct 30 2018 54 mins
    Join our ServiceNow experts to find out strategies to help you start off 2019 on the right talk - from quick wins to proving ServiceNow's ROI.

    Look back at 2018 and ask yourself, how effective was my roadmap? In what ways could it change to align with my companies goals for ServiceNow?

    In this webinar, we'll be discussing trends we see from our clients, different use cases to set yourself up for success for the long-term, plus tips on how to communicate the business value of ServiceNow.
  • Lean and DevOps: All in the Family
    Lean and DevOps: All in the Family
    Mike Orzen, President, Mike Orzen & Associates, Inc. Niels Loader, Partner & Principal Consultant an Quint Wellington Redwood Recorded: Oct 30 2018 62 mins
    ‘DevOps’ has become a magic word in IT. But what is DevOps, really? And what is its relationship to Lean IT and Agile? Two key experts who are furthering adoption and development of the DevOps Agile Skills Association (DASA), Mike Orzen and Niels Loader, attempt to clear up any confusion as they review a brief history of DevOps.

    In this day and age, it is almost impossible to open a website, article or publication about IT without coming across DevOps. It seems to be defining the current state of development of the IT industry. It is also one of the most misunderstood and misused terms today. DevOps is a label we have devised to describe the journey of the IT industry towards the application of Lean principles to the delivery of IT services and customer value.

    This session offers a loosely scripted conversation between two thought leaders in the DevOps community in which they explore the relationship between Lean, Agile and DevOps.
  • Building a Business Case for Implementing an Advance KM Solution
    Building a Business Case for Implementing an Advance KM Solution
    Bill Pollie Recorded: Oct 30 2018 42 mins
    These are exciting times! Never before have we seen more new technologies being delivered internally or new products and services being delivered to customers.

    Today’s organizations are faced with challenges to meet increased service level agreements in many cases with outdated tools, strained resources and no processes in place to capture and reuse knowledge to provide acceptable support.
    If Knowledge is Power, many companies today are suffering severe power outages and disruptions to service!

    It is estimated today that 23% of a company’s knowledge walks out the door every year. The value of a company is not solely based on the products and services that you provide, but how you provide them better that your competition. Service and support is a driving factor in how consumers make their buying decisions. More and more, companies are realizing that the knowledge management solution they use is an important asset that insures a competitive advantage and a key component to implementing advanced technology.
    Effective support of new internal technology roll outs and new products and services could make a difference in you making your goals or increasing the risk of failed projects or error prone product roll outs.

    In this webinar, you will hear how customers of an advanced Knowledge Management solution from ComAround are driving significant and measurable return on investment for their companies.
  • Cloud-Based IT Service Management: Where is it going and what do you need to do?
    Cloud-Based IT Service Management: Where is it going and what do you need to do?
    Mark O'Loughlin - Managing Director, Cloud Credential Council and Daniel Breston - Principal Consultant, Virtual Clarity Recorded: Oct 30 2018 53 mins
    In recent years the IT landscape and traditional IT model has changed significantly. The fundamental cause of this shift is cloud computing and the latest in digital technologies. New ways of working such as DevOps, Lean and Agile are now being used to achieve the scalability, flexibility and innovation provided by the cloud model and digital technologies. However, it is very evident that many organisations and IT professionals still do not know the basic fundamentals of cloud or digital.



    If the IT Service Management (ITSM) community want to remain relevant in today’s new IT landscape they need to fully understand what cloud is and become leaders and trusted advisors in their organisation an all matters relating to cloud and digital.

    Join leading ITSM and Digital experts, Mark O’Loughlin and Daniel Breston, as they discuss the opportunities and challenges faced by IT Service Management in relation to Cloud and Digital Technologies
  • Building Shareholder Value
    Building Shareholder Value
    John Cheney, CEO Recorded: Oct 30 2018 37 mins
    The goal of commercial organisations is to build shareholder value. For most, value is created by generating revenue and profit.

    How can you effectively pull on those two levers? How can you define whether the business is working optimally? How do you identify business opportunities, where you should invest more and where you can reduce costs?

    In this webinar, John Cheney, CEO of Workbooks will show you how a well implemented CRM solution can help you make the right decisions for your business:

    •Stay competitive and create growth
    •Deliver excellent customer experience
    •Improve agility, efficiency and effectiveness
    •Control and reduce costs
  • Accidental Continuous Service Improvement
    Accidental Continuous Service Improvement
    Bob Rice Recorded: Oct 24 2018 64 mins
    Accidental CSI - "Did I Do Thaaaat? (in your best “Steve Urkle” voice)
    Are you doing Continual Service Improvement by ACCIDENT??? Do you think you are not doing Continual Service Improvement (CSI), or not doing it well? What if you found out that you ARE doing CSI, but just don't realize it? If you think that you don't have time to improve, or have no idea where to start, and cannot get management buy-in and sponsorship to begin CSI, then this session is for you! Don’t let your service quality be held back because CSI is too hard to get started.
    This session will cover identifying areas in your organization where CSI is “brewing”, how to make those areas relevant to your CSI needs, and how to develop a CSI Roadmap. We will discuss the "low hanging fruit" of CSI, how to identify where you are ACCIDENTALLY doing CSI, and how to make it PURPOSEFUL CSI. Then you can say, “YES! I did thaaaaaat!’
    Takeaway:
    A PURPOSEFUL Roadmap approach to Continual Service Improvement
  • SIAM: Taking a leap into the unknown? Take a Structured Approach
    SIAM: Taking a leap into the unknown? Take a Structured Approach
    Ian Groves, SIAM Professional, SYAMIC Nov 21 2018 4:00 pm UTC 45 mins
    The purpose of this webinar is to explore how customer service organisations and external advisors, where applicable, can adopt a structured approach to the mapping and visual analysis of existing service and sourcing environments. A key step before speculating on the potential benefits of any service transformation journey.

    As organisations increasingly look towards SIAM as a solution to multi-service vendor integration, SYAMIC introduces a method to help organisations understand the complexity of their current state. Armed with a complete Service Landscape and an assessment of existing capabilities, customers are able to move forward with confidence to develop strategies to deliver a successful SIAM implementation.

    It is essential that organisations must, at all costs, resist the temptation to over simplify their understanding of the “as-is” state in the belief that a new SIAM implementation will overcome all of their existing challenges. There are some things which simply cannot be ignored.

    Therefore, within this webinar we will explore a simple three level framework which provides structure, a common language for customers, advisors and suppliers alike and drives true collaboration across the ecosystem.
  • Managing iOS 12 and macOS Mojave Upgrades
    Managing iOS 12 and macOS Mojave Upgrades
    Jim Grandbois, Solutions Architect – Jamf Nov 27 2018 2:00 pm UTC 60 mins
    Are you ready for macOS Mojave, iOS 12 and tvOS 12? These new operating systems bring exciting productivity features for users and IT alike. To help you empower the masses and seamlessly upgrade all of your devices, Jamf Pro offers same-day support for each new Apple OS and ensures management continuity throughout the process.

    In our webinar, Managing iOS 12 and macOS Mojave Upgrades, we’ll walk you through every step of the upgrade workflow and explain best practices along the way.
    You'll learn:

    •What's new for IT management in macOS Mojave, iOS 12 and tvOS 12
    •Important information regarding macOS imaging workflows and the recommended replacements
    •Strategies for rolling out your OS deployments
  • The 'I' In Agile: A Personal Journey
    The 'I' In Agile: A Personal Journey
    Hema Iyer, Author - The 'I' in Agile: A Personal Journey Nov 27 2018 4:00 pm UTC 45 mins
    The ‘I’ in Agile – A Personal Journey is about my battle with Agile and the challenges I faced. Why were we doing what we were doing? How did I fit in when everything around is so fluid? In an environment where everyone was an expert and an all-rounder, was my role still relevant? Would I still have a good appraisal if I failed, failed fast and often enough?

    This book is about how I felt anger and frustration, about how I learnt, unlearnt and found sanity in the madness – iteratively and incrementally. It is about how I discovered ways to cross the gap from a state where I thought I knew everything to a state where I acknowledged that I did not know anything, and how that ignited the spark in me to look for answers to my problems.

    About the Author:

    Hema Iyer is an IT professional who has been engaged in the different aspects of software delivery, for over 20 years. She has worked in projects in India, Singapore, Malaysia and UK in various capacities.

    Her life goals are simple – to learn something new every day, to stay healthy and to sleep well, every night.

    She lives in South London, with her husband and two children.
  • Managing iOS 12 and macOS Mojave Upgrades
    Managing iOS 12 and macOS Mojave Upgrades
    Jim Grandbois, Solutions Architect – Jamf Nov 27 2018 6:00 pm UTC 30 mins
    Are you ready for macOS Mojave, iOS 12 and tvOS 12? These new operating systems bring exciting productivity features for users and IT alike. To help you empower the masses and seamlessly upgrade all of your devices, Jamf Pro offers same-day support for each new Apple OS and ensures management continuity throughout the process.

    In our webinar, Managing iOS 12 and macOS Mojave Upgrades, we’ll walk you through every step of the upgrade workflow and explain best practices along the way.
    You'll learn:

    •What's new for IT management in macOS Mojave, iOS 12 and tvOS 12
    •Important information regarding macOS imaging workflows and the recommended replacements
    •Strategies for rolling out your OS deployments
  • Panel Discussion: ITSM and Digital Transformation – Where Are We?
    Panel Discussion: ITSM and Digital Transformation – Where Are We?
    Doug Tedder; Rich Graves; Anne Moreno; Daniel Blander; Roy Atkinson Nov 27 2018 6:00 pm UTC 60 mins
    In this era of increasing digital transformation, ITSM needs to adopt a solid, modernized approach to ensure customer satisfaction, information security and operational excellence. ITSM practitioners must embrace new and innovative capabilities, practices and technologies so as to enable better customer service, flexible deployments and robust data protection. These include artificial intelligence, machine learning and process automation. In this panel, moderated by leading ITSM consultant Doug Tedder, our team of experts from Serviceaide, Cognizant, UBM and Virtual Clarity will discuss the journey ITSM is embarking on to ‘see the bigger picture’ in an increasingly digital world.


    Our panelists include:

    Rich Graves, Director of Product Management, Serviceaide

    Daniel Blander, Consultant, Virtual Clarity

    Anne Moreno, Director of Software Engineering, Cognizant

    Roy Atkinson, Senior Analyst, UBM
  • 2018 Service Management Executive Vision Report: The State of ServiceNow
    2018 Service Management Executive Vision Report: The State of ServiceNow
    Ellen Daley, Meghan Lockwood Nov 28 2018 6:00 pm UTC 60 mins
    The first of its kind ServiceNow exclusive insight report includes all new original research providing industry benchmarks on the tactics, challenges, priorities, KPIs, and budgets shared by ServiceNow platform owners and executives across the globe.

    Join Acorio's CEO, Ellen Daley, and VP of Strategic Marketing, Meghan Lockwood to learn about the ServiceNow findings.
  • The Great Debate: To ESM or to Just ITSM?
    The Great Debate: To ESM or to Just ITSM?
    George Spalding, PinkElephant and Allen Houpt, CA Technologies Nov 28 2018 6:00 pm UTC 60 mins
    For the past several years ITSM shops have been finding great business value using ITSM in non-IT use cases. Enterprise Service Management (ESM), whether just handling issues or requests for human resources, facilities, audio visual or other business functions or implemented at the core of mission-critical applications, uses an organization’s existing ITSM technology, processes and people to deliver value in non-IT domains with little or no additional cost. The business gets what it needs and IT gets more value from ITSM and a bigger seat at the corporate table (business alignment). Everyone wins!...Or do they? Some industry experts contend that ESM is a distraction from core ITSM efforts and can impose risk in the form of locking too many applications into an ITSM tool. In contrast, others contend that as long as existing, proven core ITSM processes (incident, problem, change, request, fulfillment…) are the focus, it is not a distraction and even accelerates ITSM maturity and ROI. In this webcast, Pink Elephant EVP George Spalding and CA Technologies (a Broadcom company) present the evidence and share their conclusions to this great debate: “To ESM or to Just ITSM?”
  • Driving ROI with Apple Device Management
    Driving ROI with Apple Device Management
    Jen Kaplan, Solutions Architect – Jamf & Cate Rodriguez, Partner – Hobson & Company Nov 29 2018 2:00 pm UTC 30 mins
    IT admins need the right tools and processes to manage Apple devices at the same comfort level they have with Windows, without compromising on security, IT standards or end-user experience.
    In this webinar, you'll see how Hobson & Company, a leading research firm, explored how a dedicated Apple device management solution delivers a quick and compelling ROI to both large and small enterprises.

    What you'll learn:

    •How to evaluate and build a case for device management
    •A framework and metrics to use when evaluating device management solutions
    •How other businesses have used this model to demonstrate ROI
     
  • Future of ITSM: without “IT”, “S” or “TS”?
    Future of ITSM: without “IT”, “S” or “TS”?
    Mark Smalley, the IT Paradigmologist and DASA Global Ambassador Nov 29 2018 4:00 pm UTC 45 mins
    With all this sexy Digital Transformation, Agile and DevOps stuff going on, good old IT Service Management is in a bit of a rut. Somewhere far from the business in the bureaucratic basement, still waging (un)civil IT wars with their archenemies, the evil developers. The IT Paradigmologist explores three escape routes: enterprise-oriented service management, broader but technology-centric IT management, and user-oriented information management. Or staying put and going digital?
  • Shifting Controllers to Cloud
    Shifting Controllers to Cloud
    Mist Nov 29 2018 6:00 pm UTC 47 mins
    The aging architecture of wireless controllers can no longer meet the pace of technology innovation. With the growing number of smart phones and connected devices, your organization needs a network built on an elastic, cloud-based microservices architecture that leverages AI to automate operations and eliminate manual troubleshooting.

    Join this webinar to learn how to set your wireless free from monolithic controllers, saving you time and money as you shift your network operations to the cloud and leverage machine learning. We'll explore:

    - Trends driving the need for change
    - Challenges faced by the 15-year-old controller architecture
    - Benefits of a modern cloud architecture using microservices
    - What to look for when evaluating cloud solutions
  • Driving ROI with Apple Device Management
    Driving ROI with Apple Device Management
    Jen Kaplan, Solutions Architect – Jamf & Cate Rodriguez, Partner – Hobson & Company Nov 29 2018 7:00 pm UTC 30 mins
    IT admins need the right tools and processes to manage Apple devices at the same comfort level they have with Windows, without compromising on security, IT standards or end-user experience.

    In this webinar, you'll see how Hobson & Company, a leading research firm, explored how a dedicated Apple device management solution delivers a quick and compelling ROI to both large and small enterprises.

    What you'll learn:

    •How to evaluate and build a case for device management
    •A framework and metrics to use when evaluating device management solutions
    •How other businesses have used this model to demonstrate ROI
  • The Evolving IT Service Organization - From Silos to Business Shared Services
    The Evolving IT Service Organization - From Silos to Business Shared Services
    Troy DuMoulin, VP, Research & Development, Pink Elephant Dec 4 2018 6:00 pm UTC 60 mins
    Internal technology service providers are facing a period of major change and transition as they look for ways to support growing business demands coming from digital transformation, address technical debt, and find answers to the trend of increased use of shadow IT!

    These driving forces, as well as many others, are putting internal IT functions under intense pressure to rapidly transform their processes, culture, and technology platforms from a silo-based technology operating model to a shared services approach. This approach lowers variability, complexity, and risk to achieve greater scalability and improved cost.

    In this webinar, Troy DuMoulin, Pink Elephant & Matt Klassen, Cherwell will discuss the evolutionary stages that organizations follow as they move from a silo-based culture to a shared services model. Key takeaways from this session will include:
    - How organization establish process coherence in a complex supply model.
    - The role of a Service Management Office when establishing a shared service approach.
    - The transition from an IT Shared Services to a Business Shared Services model.

    Guest Speaker:
    Troy DuMoulin, VP, Research & Development, Pink Elephant

    Troy is a leading ITIL® IT Governance and Lean IT authority with a solid and rich background in Executive IT Management consulting. Troy holds the ITIL Expert certifications and has extensive experience in leading IT Service Management (ITSM) programs with a regional and global scope.

    He is a frequent speaker at IT Management events and is a contributing author to multiple ITSM and Lean IT books, papers and official ITIL publications including ITIL’s Planning To Implement IT Service Management and Continual Service Improvement.
  • 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 Dec 5 2018 6:00 pm UTC 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
  • In WFM Apps We Trust!
    In WFM Apps We Trust!
    Brandon Rowe, Sr Manager - Product Marketing, OpenText Dec 5 2018 7:00 pm UTC 60 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.
  • Master the Art of Zero-Touch Deployments
    Master the Art of Zero-Touch Deployments
    Jim Grandbois, Solutions Architect, Jamf Dec 6 2018 3:00 pm UTC 30 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
  • Master the Art of Zero-Touch Deployments
    Master the Art of Zero-Touch Deployments
    Jim Grandbois, Solutions Architect, Jamf Dec 6 2018 7:00 pm UTC 30 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
  • 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 Dec 6 2018 7:00 pm UTC 60 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
  • How Assisted Self-Service Will Power Up Support
    How Assisted Self-Service Will Power Up Support
    Chris Savio and Roy Atkinson (Moderator) Dec 11 2018 6:00 pm UTC 60 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
  • How Mature is Your CX? Planning for Success in 2019
    How Mature is Your CX? Planning for Success in 2019
    Nate Brown, Chris Bauserman, Erica Marois (moderator) Dec 12 2018 7:00 pm UTC 60 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.
  • Top 3 IT Automation Use Cases that Bridge People, Process, and Technology
    Top 3 IT Automation Use Cases that Bridge People, Process, and Technology
    Michael Santos and Jeff Battaglino Dec 13 2018 4:00 pm UTC 60 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.
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing
    John Grim, David Kennedy Dec 19 2018 3:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    Our Verizon Threat Research Advisory Center presenters will be:

    •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!
  • How a Mobile App Enhances Your Contact Center Strategy
    How a Mobile App Enhances Your Contact Center Strategy
    Ben Couch, Solutions Architect, OpenText Jan 9 2019 7:00 pm UTC 60 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 demonstrate 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.