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IT monitoring and metrics play a key role in measuring IT service management success. By properly analyzing, understanding and measuring where the true value lies in your organization, you can effectively analyze risk, add value, reduce the cost of service delivery and boost the overall performance of your service teams.
But without knowing what to measure, how to interpret the results and how to leverage your organization’s tools and data to make this possible, you’re setting yourself up for frustration and a lack of clarity in your reporting output.
On Thursday, May 17th, join BrightTALK and Vivantio’s Senior Implementation Manager Quentin McPhee to learn what you and your senior management need to inform IT decision-making and drive sustainable service improvement, in practical terms.
Quentin McPhee has more than 20 years’ experience in service management delivery and brings significant knowledge in implementing solutions for all types of organizations.
This session is not just a ‘back to basics’, but rather will set out what every ITSM organization should be measuring and how to interpret the results, plus how to sustain the measuring process to become a self-aware powerhouse. We’ll also discuss:
•What value reporting on your ITSM processes can realise
•Different types of reports and who needs them
•Tips, tricks and best practices to build out, maintain and sustain your organisation’s reporting structure
We’ll also cover real-life examples of organizations who have improved efficiency through effective data analysis.
Vivantio is a leader in help desk, IT service management and customer service software, empowering service teams to embrace automation and improve service levels at hundreds of organisations around the world.
Today’s digital businesses face more complex threats than ever before. These range from IT services failures, application latency and outages to performance and security issues, none of which your customers will tolerate. They expect services and applications to be available 24/ 7, wherever they are, and from any device. With these digital offerings increasingly at the core of your business, ensuring good quality service must be your top priority. Therefore solving IT issues as quickly as possible is essential.
You’ve adopted ITIL and ITSM best practices and your IT teams use lots of point solutions and processes, but are your business users getting the full value of IT? How do you make improvements? Based on what metrics? Are your processes fully integrated? Are the cross-functional teams fully collaborative? How do you measure performance?
In this webinar, Troy DuMoulin, Vice President of Research and Development at Pink Elephant, and Vincent Geffray, Senior Director of Product marketing at Everbridge will explore:
How to deliver on four seemingly contradictory objectives: innovation, speed, security, and compliance
Value-stream thinking vs. framework thinking
Lean IT and Incident Response Automation to improve end-to-end performance
Applications for ITSM, DevOps, and agile development
There is a lot of guidance in the IT service management world about designing a proper Metrics
and Measurements Framework; yet without a timely and effective Reporting Framework to sort
this data, convert it to information, and present it in the right format at the right time to the
people that need to know in order to make better decisions and take action, a metrics and
measurements framework will be of little practical use.
In this presentation, Paul will discuss why and how an effective Reporting Framework is essential
to converting metrics into usable information that enables knowledge and improved decision making.
Additionally, we will consider:
• Why reporting should operate at three levels – strategic, tactical and operational
• Four key elements to focus your reporting around
• Why subjective results are just as critical as objective measurements
• How “visible reporting” can drive people performance at all stages of the life-cycle
• Which processes rely heavily on an effective reporting framework
• Common reporting pitfalls, and how to avoid them
Paul will conclude with 10 keys to designing and deploying a high-performance ITSM Reporting
Attendees will walk away with an understanding of why a well-designed highly automated
Reporting Framework that utilizes a “balanced approach”, effective graphics, clear targets, real-time
as well as periodic reporting, along with analysis and actionable recommendations, is
essential for IT service management to be effective in delivering quality services, as well as
reporting the value of such services to all stakeholders.
Please join Katie Crammer, Director of Global Security Solutions as she provides an in-depth conversation about a new powerful tool to help enterprises quantify cyber risk and ROI.
Enterprises routinely struggle to correlate security-related costs with cyber risks and have difficulty determining their security ROI and measuring their security posture. The Verizon Risk Report provides a comprehensive, automated, 360-degree security risk posture assessment, updated daily. The report provides a security score by measuring outside security posture against peers, evaluates control effectiveness, exposes gaps, weaknesses and associated risks, yielding actionable recommendations for mitigating real and likely risks.
Welcome to the White Hat Files – a monthly series where the best white hat hackers give you what you need to know about the threat landscape.
Our first White Hat File comes from Josh Berry, who holds OSCP, CISSP, and GIAC certifications.
In this 15-minute webinar, he’ll give you the rundown on Accudata’s most-seen vulnerabilities, as well as best practices you can use to defeat attackers looking to dissect and destroy your business.
Join us for our next edition in June! Register here: https://www.brighttalk.com/webcast/16347/322209?utm_source=Accudata+Systems&utm_medium=brighttalk&utm_campaign=322209
This is a very practical webinar that will include the need for metrics and the pitfalls to be avoided in the use of measurements and metrics. This will explain some of the methods and techniques used to produce measurements and metrics and will include some examples of both their successful use and unsuccessful use.
This webinar will be invaluable to anyone involved in the planning, production or interpretation of measurement and metric reports.
According to ICMI research, 62% of contact centers believe their organization considers them a cost center. Contact centers have long been misunderstood, plagued by stereotypes, stigmas, and misconceptions. But contact centers of the future are uniquely positioned to fuel growth across the business through product enhancement, customer retention, and employee retention. The strategic contact center of the future won't just focus on people, process, and technology improvements, but products, too. Join us for this webinar to find out how your contact center can use all the customer data at your fingertips to empower smarter business decisions and boost the bottom line.
In this webinar, you will learn:
* How to establish processes for capturing, analyzing, sharing and using value-added information across the organization
* The link between driving strategic value and boosting employee engagement
* How other contact centers are driving ROI for their business
In this webinar, Samanage will give you a toolkit that will enable you to apply the 5 must-do ITSM best practices to every department in your organization – all while increasing employee satisfaction and driving positive business results.
What Joseph will cover:
1. ITIL - How can other departments benefit from incorporating elements of the ITIL framework that promote continuous improvements to best streamline service delivery?
2. Knowledge Base - What if your organization had a comprehensive database of articles, resources, and resolutions available for all employees to easily access no matter what department they were submitting a request to?
3. Self-Service - How about if you had a single portal where employees can submit an IT ticket, facilities ticket, or even a catering request for an event?
4. Automations - From SLA breach alerts to new hire onboarding requests, wouldn’t it be nice if you could eliminate redundant tasks, set up alerts, and more?
5. Service Catalog - How can a robust service catalog streamline everyday workflows across departments, like a request for marketing to update the company website?
Cloud…outsourcing…Platform as a Service…all of these could make IT irrelevant, so how do you prevent this? By providing value every day and by running IT as a Business. Great catch-phrase, but what does it mean? In a nutshell: knowing the services IT is providing, what they cost to operate and whether they provide value, and by staying on the cutting edge of technology even with todays fast pace of change, so that the business you support remains competitive. This webinar addresses the basic building blocks you need to run like a business: defining services and offerings, layering in financial management and charge-backs/show-backs so you understand the costs of these offerings and how to pull it all together in a way that helps you run as a business does, even if it’s only on paper.
Rob Akershoek, Solutions Architect at Shell and part of the IT4IT Forum, discuss the challenges and opportunities of running IT as a business. Running IT as a business is more than finances and cutting cost – it’s about IT quality.
This month we'll be covering mobile device security threats by featuring the Verizon Mobile Security Index (MSI) 2018. Mobile devices are an appealing target—there are more of them, they have access to more data, and they are critical to business operations. The MSI includes recommendations that can help strengthen your organization's mobile device security, to include security measures for your network, devices, applications, and people.
For this month's MIB, we'll highlight findings within the MSI and provide insight and recommendations from our investigations and threat intelligence to help you improve your mobile device security and response posture.
Following the MSI highlights, we'll cover the following topics:
The demands of current business of technology mean that IT professionals must develop a broad set of skills and competencies. These include a broad variety of capabilities for communications, personal interaction and good business skills. With more potential automation the scope for human interaction is reduced and this also means that actual interactions between people must be excellent.
IT organisations must similarly ensure that they are operating with clear business priorities and capabilities – perhaps not running as a business (unless of course they are a business) but certainly using business skills and techniques.
This session looks at the new IT professional and IT organisation and how it needs to work more using business skills.
Today, simply meeting the service commitments of the business consistently may no longer be considered enough.
Your business customers will over time have an expectation of increasing ‘value’ from their investment in the IT services you provide.
Continual Service Improvement (CSI) provides an opportunity to exploit the insight, knowledge and skills of your people to identify and drive improvements to your IT services that add value to the customer and begin to positively influence their perception of getting value for money from their IT service provider.
However, there is no value in CSI if the improvements provided are not focused on what your customer considers important to them. Equally, if the CSI improvements are not communicated to your customer and explained in a way that demonstrates tangible business value then this is a missed opportunity to demonstrate value and enhance customer satisfaction.
In this session, we explore the essential ‘CSI Building Blocks’ required to ensure that CSI becomes a core capability for the IT service provider to demonstrate value for money from the IT services provided to their customers.
This session will provide learning and guidance on:-
The importance of demonstrating value to ensure commercial success….and the challenge for the IT Service Provider
Understanding the concepts & characteristics of ‘value ‘
Understanding how CSI can provide ‘Value Add’ and positively influence customer perception of value for money
The essential ‘Building Blocks ‘ to enable CSI as an approach demonstrate the value provided from the IT Service providers people and capabilities
The ‘CSI Building Blocks’ include the need to apply ‘Outside In’ thinking to your ITSM strategy, understanding the importance of purpose and contribution in motivating your people to drive CSI in the workplace, the importance of business measures to convey business value and the importance of a ‘target and tailor’ approach to customer communications.
The” Digital Transformation” era is upon us. But, in many ways, this feels tactical in nature. The strategic goal should be “Value Transformation” with ITs business partners. To stay relevant, ITSM must integrate the key principles of Lean, Agile, and DevOps into a vastly improved delivery system that focuses on a single goal, business value -- better services, delivered faster, and for less cost. Join George Spalding, Executive Vice President, Pink Elephant and Chuck Darst, Senior Product Marketing Manager, Cherwell Software as they discuss the next frontier of ITSM.
About George: 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.
Continual Service Improvements and minimizing the impact of Major Incident Management are critical to keeping your business running smoothly and out of the nightly news headlines.
This webinar, presented by ITSM process expert Ryan Schmierer and IT Service Management technology expert Mike Bombard will explore the role technology capabilities and process improvement can play to improve outcomes.
Ryan and Mike will discuss lessons learned from a major healthcare company case study and the challenges this company faced in managing major incidents. They will provide 5 things you can do today to improve major incident management and will discuss how by leveraging capabilities from discovery and infrastructure visualization tools will help your staff gain the insights they need to resolve issues quickly and continually make better-informed decisions.
It is increasingly accepted that an organization will deliver better services by agilely improving in a continual, incremental way. Our continual improvement maturity model, based on case studies of multiple organizations, provides a framework for addressing the issues specific to each team, for motivating team members and for providing management with an objective assessment of the progress being made by the organization.
Robert S. Falkowitz, General Manager of Concentric Circle Consulting, has over thirty years experience in information technology and service management. His focus over the past 15 years has been in coaching and training on the use of technology to manage services and the optimization of basic work practices, such as flow, using lean and kanban methods.
The 2018 Verizon Data Breach Investigations Report (DBIR), now in its eleventh year, is an industry benchmark for information on cybersecurity threats. This year we looked at over 53K security incidents and 2,216 confirmed breaches. But what does it really mean for federal agencies?
Join our panel of federal cyber security experts for a look at some of the key findings of the 2018 report:
• Cybercrime can come in any shape or size, and not always in the form you’d expect.
• State affiliated actors are prevalent threat actors against the public sector.
• The average time gap between the first click on a phishing campaign and the first report to security? Longer than you think.
• Ransomware was the top variety of malicious software in 2017.
• The overwhelming majority of incidents fell into one of nine attack patterns — knowing these can help you mitigate the risks of a breach.
• Chris Gagne- ASAIC, Criminal Investigative Division, Cyber Forensics and Technology Unit, United States Secret Service
• Matthew Noyes - Cyber Policy and Strategy Director, United States Secret Service
• Bernard Wilson - Program Manager - Network Intrusion Responder (NITRO), United States Secret Service
• Jeff Wagner- Associate Chief information Officer, U.S. Office of Personnel Management (OPM).
• Marc Spitler- DBIR Author/Analyst, Verizon
• Craig Bowman (moderator)- Vice President, Advanced Solutions Division, Verizon
Join this live discussion with our speech analytics experts Chris Lawson and Scott Bakken as they discuss the trends of companies leveraging speech as well as those who have struggled and why. Regardless of the speech platform used, users often face common challenges. This is your chance to ask the experts. No matter where you are on the speech analytics spectrum, don't miss this opportunity to get answers from the insiders.
Chris Lawson, founder and president of Lawson Concepts, puts his more than 25 years of Fortune 500 IT contact center experience to work helping organizations harness information to reduce customer effort. His firm specializes in aiding companies with speech analytics blueprinting and high-performance knowledge management, thus enabling contact centers to better leverage their technology investment with solutions that redefine both the agent and the customer’s experience. Chris has served as both president and director of various customer technology/solution advisory councils for speech analytics vendors and is a regular speaker on the agent versus the customer experience, speech analytics, and service excellence.
MainTrax has been in a leader helping organizations with their speech analytics needs for more than 12 years and building more than 300 project with 10 different speech platforms. As co-founder and CEO of MainTrax, Scott Bakken helps organizations harness speech and text analytics technology to optimize contact center performance, regardless of technology platform. His firm specializes in developing projects with complex business rules and building language patterns present in text data to ensure clients are generating high value business insights. Free of allegiance to any one analytics company, Scott is recognized as an independent voice in the speech analytics industry and was named an Ernst & Young Entrepreneur of the Year finalist. He facilitates numerous workshops, and has been published in a number of industry trade journals.
The new GDPR guidelines have brought us to a new level of oversight for dealing with data privacy.
In this webinar we will discuss:
What data privacy means to Samanage.
How Samanage approached GDPR compliance within the ITSM space. How Samanage will be operationalizing privacy management post May 25 2018.
Best practice methods for Samanage and our customers to work together to maintain compliance.
30 years ago ITSM was the “next big thing.” And, in many ways, ITSM has succeeded in changing the IT landscape. Now, ITSM itself must change. The “Digital Transformation” train is an express that doesn’t stop at the ITSM station.
Join George Spalding, Executive Vice President, Pink Elephant and Matt Klassen, VP Product Marketing, Cherwell Software as they discuss the five major areas where IT & ITSM must evolve: Architecture, Change & Release Management, IT Organizational Structure, Infrastructure, and Automation.
What comes to mind when you hear “decision making based on calculated behavioral analytics”? It’s a pretty exciting concept–one that’s new to cyber security and one that Forcepoint does very well. Join our webinar to learn how risk-adaptive protection is helping organizations:
- Continually improve security effectiveness through machine learning and AI
- Better understand risky behavior
- Automate policies
- Dramatically reduce the quantity of alerts
- Streamline and accelerate investigation of those alerts
Service management principles and practices have been broadening to encompass far more than IT services over the past few years. HDI research shows that more than half of organizations are using the tools and practices of service management in other business units, such as HR, facilities and customer service. The applications of these proven practices—when done properly—have improved service delivery for business units.
In today’s organizations, agility and velocity have increased the responsibilities of individual employees, who depend on fast, easily-accessible services to get their work done, from anywhere and at any time. This requires a new focus of service management on employees.
In this webinar, we will discuss:
* What service management throughout the organization means
* Why organizations need to focus on employee success as well as business unit success
* How the delivery of services affects employee productivity and morale
Knowledge management is one of the largest untapped assets for many IT service desks according to Gartner. Companies have tried many ways of harnessing knowledge – with mixed results. In this webinar Per Strand from ComAround explains why KCS® (Knowledge-Centered Service) appears to be exactly the kind of structured, platform-agnostic approach which finally unlocks the power of knowledge and opens the door for new intelligent technologies like AI, Machine Learning and smart BOTs.
The Executive Corner: Strategies to accelerate your transformation to world-class Employee Services.
- Find out how leading organizations are centralizing helping employees as they do customers, with a one-stop place to get all services from HR, finance, facilities, and more
- Learn to recognize if your firm is ripe for leveraging ServiceNow to power your shared service initiative
- Delight employees and free professional staff for more value-add activities
- Drive Digital Transformation with lean and 6 Sigma underpinnings with ServiceNow
Digital transformation is about more than just technology. It’s about preparing your business to operate in an increasingly digital world. In order to remain competitive and attract customers, businesses must transform how they operate.
Join us for this live panel discussion with IT service management industry experts and IT leaders as they discuss the latest trends shaping service management and share compelling stories of reinvention.
Chris Chagnon - ITSM Application and Web Developer and PhD candidate at Worcester Polytechnic Institute. Chris has produced award winning IT service management systems, was recognized as one of HDI’s Top 25 Thought Leaders in Service Management, and combines his business experience and academic research to continually innovate the field of ITSM.
Julie L. Mohr - Julie is a dynamic, engaging change agent who brings authenticity, integrity, and passion to practitioners worldwide. Her purpose is to spark change in the world with thought-provoking dialog and interaction. Julie has a B.S. degree in computer science from The Ohio State University, a MaED from the University of Phoenix, and is currently pursuing her Ph.D. in Management and Organizational Leadership in Information Systems & Technology from the University of Phoenix. She is an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional.
IT is responsible for supporting the business through daily operations, growth, and change. This hefty responsibility puts IT at the heart of nearly every forward-thinking organization. Unfortunately, there is no single methodology that tells IT exactly what to do, but Integrating best practices that support agility, while also providing stability is the only way to remain competitive.
ITIL, the most popular IT best practice framework, raises skepticism when it comes to agility. However, when applied judiciously, strategically, and in the context of agile and lean principles can provide a stable platform while enabling speed and efficiency.
Join Tracy Barnes of STRITCO and Chuck Darst from Cherwell Software as they discuss the 7 Deadly Sins of ITIL Implementations - How to Move at Digital Speed While Upholding ITIL Principles.
About Tracy: Tracy was the project manager for the successful ISO/IEC 20000-1:2005 certification at the Florida Department of Revenue. The first state government agency to be certified in the United States. Tracy has achieved the following certifications: ITIL Expert, PMP, Executive Consultant/Manager in ITSM according to ISO/IEC 20000, Six Sigma Green Belt, Internal Audit Certificate in ITSM according to ISO/IEC 20000-1:2011, and is a Certified Public Manager.
HDI's industry awards acknowledge and celebrate professional achievement. Our internationally recognized awards provide the industry's finest with a sense of pride and accomplishment, while earning them trust and credibility from employers and customers.
* The HDI Analyst of the Year Award recognizes the support industry's top front-line service and support professionals who possess the knowledge and skills required to provide quality service and support for internal or external customers.
* The HDI Desktop Support Technician of the Year Award recognizes desktop support professionals who demonstrate extraordinary commitment, dedication, technical aptitude, and service to customers while consistently exceeding performance objectives.
* The HDI Local Chapter Officer of the Year Award honors a hard-working volunteer leader from the HDI local chapter community.
* The HDI Manager of the Year Award recognizes prominent professionals who most clearly demonstrate the ability to serve and advance information technology within their organizations.
Attend this webinar to hear the panel of award winners discuss their achievements and to learn more about HDI's industry award program.
HDI's industry awards acknowledge and celebrate professional achievement. Our internationally recognized awards provide the industry's finest with a sense of pride and accomplishment, while earning them trust and credibility from employers and customers.
* The HDI Team Excellence Award recognizes technical service and support teams that have most enhanced the image of the profession by setting and achieving the highest standards of excellence in customer support.
Attend this webinar to hear Optum Inc. share their story and to learn more about HDI's industry award program.
Don’t miss this CCNG member webinar as we discover how Best Western Hotels and Resorts’ Contact Center used a continuous cycle of improvement to drive employee engagement 20% higher. You’ll hear Best Western’s step by step process and be provided with specific examples of how it worked in their contact center.
Cy Howells, Jeremy Gill, Carl Rizzo ,George Letavay
Speakers are from Duquesne Light and CTP, LLC.
As technology continues to evolve and becomes a bigger part of everything we do, it’s not just the computers on our desk anymore. The line between field operations and IT has become less clear, and this can affect IT service management.
Questions for the panel:
How have changes in technology impacted the relationship between IT and field operations?
What challenges has this brought to IT service management?
How is or has your organization addressed those challenges?
Technology is changing at a faster pace than ever and will continue to accelerate. Support centers (helpdesks or service desks) not only need to keep up with the technologies of their customers or users but also the technology within the support center itself.
The customers and end users seeking support will be increasingly mobile, more likely to be using their own devices and applications, and more tech-savvy than in the past. Support centers will be handling fewer easy, “one and done” contacts, and will need increasingly sophisticated knowledge and tools to maintain their organization’s workforce.
You will learn about:
* How new technologies both impact and enable the service and support center’s role
* How to think about the coming innovations in automation and artificial intelligence
Who Should Attend:
* New and established service and support leaders
* Anyone wishing to learn more about how the world of support will change over the next few years
Are your agents empowered to deliver outstanding service, or are they forced to navigate disjointed tools, and bound by policies or KPIs that ultimately result in frustrated customers? Agent empowerment is a critical component of the effortless customer experience, yet according to ICMI research, 74% of contact centers admit they prevent their agents from providing the best service possible. How can we change this? Join us on June 20th for an eye-opening discussion that will arm you with practical advice you can use to make positive changes in your contact center.
* Why agent empowerment is prerequisite for a seamless omnichannel customer experience
* Where to look for disconnects between the service contact centers provide, and the service customers expect
* How to recognize and remove common barriers preventing agent empowerment
Join us for an interactive and informative hour, complete with live audience Q&A.