The IT project management community on BrightTALK includes thousands of IT project and portfolio management professionals. Find relevant webinars and videos on agile methodologies, scrum strategy, project management processes and more. Attend live webinars or view on demand content presented by recognized thought leaders in the IT project management industry.
Please join us for a free interactive webinar to learn how Nampa School District achieved high standards for IT Service Management.
Mr Peter Jurhs - Director of Information Services- will share his experience and knowledge during this 45 minutes Webinar.
“My team is able to properly categorize and track issues so we can proactively fix things that are broken before productivity and/or learning are impeded. We can quickly triage and prioritize our activity letting us responsively fix things like a broken key on a computer keyboard and hence maximize the availability of that computer.”
QUICK FACTS ABOUT THE NAMPA SCHOOL DISTRICT
- 1 Administrator- 10 Agents
- 57 tickets per day
- 88% Customer Satisfaction
- 17,000 K-12 Students
- 23 schools - 14 Elementary Schools - 4 Middle Schools - 4 High Schools -1 Career Technical School
The healthcare sector is experiencing explosive growth in bandwidth demand. From transmitting MRI images to wearable devices to video consultations, networks must work at higher-than-ever speeds to deliver services that ensure patient safety. It’s clear that this demand will continue to grow exponentially, putting more and more strain on your network infrastructure. Topics to be covered include:
- How IP convergence is driving explosive growth in bandwidth demand, particularly in the healthcare sector
- Healthcare requirements and trends that are contributing to ever-increasing need for more bandwidth
- Cabling best practices that will help you avoid costly mitigation and/or reinstalls in the future
The shift of customer service from a cost center to an engagement center will spur investments in more intelligent automation and conversational approaches to service and commerce. With 76% of customers preferring digital channels to communicate with businesses, and roughly 40% choosing to chat with a business through SMS, social media or Facebook messenger, conversational technologies have forever changed the customer service experience. Learn first-hand, from industry peers, how smart chatbots are improving how businesses converse with customers, and nurture relationships across the customer journey.
Join the 451 Group, Ticketmaster and Inbenta for this session to discover how:
•Digital engagement will shift commerce and service from interactions to conversations [The 451 Group predicts that 80% of all customer interactions will eventually be contained in a self-service channel].
•Customers want self-service options on their own terms, in their preferred channels, including SMS, web or mobile chat. [The 451 Group data shows 55% of survey respondents prefer self-serve tools to avoid calling a customer service agent]
•How businesses like Ticketmaster leverage enterprise-class chatbots; key factors to include and what to to avoid when launching a chatbot pilot [55% of companies employ self-service solutions; and 26% say they plan to build a chatbot as part of their self-service strategy]
Business climate has changed dramatically, and change has not come to an end yet. As a result, organizations are constantly trying to catch the next wave, but what if the next wave is trying to catch you? Is your business agile enough to deal with all the change? Will you manage to stay ahead of your competition?
To thrive in the new economy, business transformation is required. The organization, it’s processes, products and services will all need to be optimized to enable continuous innovation and improvement.
This webcast will be presented in partnership with Novius, creators of the Business Transformation Framework® (BTF), a key enabler for making your strategy work. BTF is a unique approach that connects knowledge of disruptive business models, of new technologies and of successful digital change programs. BTF is agile! With BTF the necessary long term, top down, process of strategic planning belongs to the past. Projects with a high strategic contribution can be started within weeks.
This approach has proven itself over the past twenty years and will be introduced to you. Over 200 companies have successfully been transformed/are transforming by using this highly successful method.
Attend this webcast to learn how CA Technologies and Novius can support your transformational efforts and how to break the barriers between ideas and outcomes.
In Unleashing the Enormous Power of Call Center KPIs, MetricNet provides an overview of the Best Practices in Call Center Performance Measurement. Our best practices help call centers lower costs and increase customer satisfaction!
Viewers will learn:
How the industry's top performing Call Centers track and trend their performance.
How to use Call Center KPIs diagnostically to achieve World-Class Performance.
How to apply Best Practices in Call Center Performance Measurement and Management.
The key success factors in performance measurement from the industry's top performing Call Centers.
The increasing number of email-based cyber attacks on the banking and financial services sector, as well as the continuous evolution of these attacks, requires both Risk Management and Information Security professionals to be constantly vigilant - and prepared - to protect their organizations from these constantly changing, advanced threats.
This session will explore how prediction tools can observe and understand current trends of email-based abuse; recognize the greatest potential opportunities in terms of monetization and influence; and identify untapped criminal opportunities. We then will leverage these tools to evaluate the current environment and predict what types of attacks we are likely to see soon.
How an organisation operates doesn't happen by magic!. It happens by DESIGN. As an organisation grows, previous ways of working become less appropriate and new alternatives become fashionable.
In part 3 of this series, we discuss the challenges organisations face and how a Target Operating Model aids communication and minimises effort an organisation needs to formulate a working model.
As data is increasingly accessed and shared across geographic boundaries, a growing web of conflicting laws and regulations dictate where data can be transferred, stored, and shared, and how it is protected. The Object Management Group® (OMG®) and the Cloud Standards Customer Council (CSCC) recently completed a significant effort to analyze and document the challenges posed by data residency.
Data residency issues result from the storage and movement of data and metadata across geographies and jurisdictions. Attend this webinar to learn more about data residency:
•How it may impact users and providers of IT services (including but not limited to the cloud)
•The complex web of laws and regulations that govern this area
•The relevant aspects – and limitations -- of current standards and potential areas of improvement
•How to contribute to future work
Cyber Security requires organizations to analyze and correlate data derived from the measurement of the right metrics. Every CISO is searching for the best practices for turning metrics and reporting into meaningful data for 3 important data sharing levels within organizations. Managing metrics and reporting for Security Operations and Incident Response can be a time consuming and costly project.
In this webinar, our speakers will discuss how to strengthen and empower a security team’s ability to quickly assess and remediate security Incidents and data breaches.
• Review CISO’s guide for sharing SecOps and IR data with C-level, VPs, and Directors.
• Discover true priorities in breach reporting.
• Learn what organizations can do to improve the automated analysis of incidents.
• Understand the trends and benchmarks in security automation and orchestration to include metrics and reporting.
• How to orchestrate and automate processes and machine actions in order to mitigate damages.
Bill Bonney, a co-author of the seminal book for new CISOs, the CISO Desk Reference Guide – A Practical Guide for CISOs. Along with his co-authors, Bill has established the standard “go to” reference for setting up an effective Information Security program. Along with Dario Forte, CEO, and Founder of DFLabs who will also be presenting on orchestrate and automate processes. Dario Forte started his career in Incident response as a member of the Italian police. In that role, he has worked with United States governmental agencies including the National Aeronautics and Space Administration (NASA). He is Co-Editor of several ISO Standards within the 27000 series and holds the CFE, CISM and CGEIT certifications. The author of over 50 books and scientific papers, Dario has an MBA from the University of Liverpool and has completed select executive curriculum at the Harvard Business School.
Knowledge17, ServiceNow's biggest event of the year, is just three weeks away. Join Acorio's Leadership Team on a panel discussion of what to expect at the fastest-growing enterprise cloud company's annual conference.
We will fill you in with highlights of our Customer's center stage presentations, new technology and innovations, key success stories since last year, and the main themes they expect ServiceNow leadership share.
This year's K17 theme is experiencing IT, Customer Service, HR & Security at Lightspeed. Get a head start on your competition by getting the inside scoop before you even reach the plane.
- Preview main stage presentations by Acorio and clients
- Sneak Peek at our new demo
- Five tips to get the most out of your K17 experience
An organisations strategy should be unique in terms of fit for its business model. In this context, good strategy should show direct linkage to the operating model of the business and the road map of how growth will be achieved.
In this Episode 2 of the CTO series, we discuss the measure of linkage to the operating model and the tools which can be used to show alignment or otherwise to the business vision.
Andrew Bird is a Chief Digital Officer with a unique outlook of 9 years direct sales experience plus 20 years in Software Architecture with over 300 Solutions Methodologies and strategies delivered and a successful sales director
Historically, Information Governance has been a challenge to implement, viewed as a cost with minimal return, and a reactionary, rather than a preventative solution to crisis. Join this first of the two-part live webinar series and learn how to ensure proper information governance is at the heart of your company’s digital transformation. Discover how you can transform the perception of information governance from a gating factor to a digital enabler.
- Why information governance is essential to digital transformation
- How to present information governance as an asset and not a cost
- Digital transformation best practices for information professionals
The GDPR will apply in all EU member states in May 2018, organizations and businesses that are data owners and/or dealing with data belonging to EU citizens have the responsibility to ensure their processing abides by new data protection law and processors must themselves abide by rules to maintain records of their processing activities. If organizations and businesses are involved in a data breach, they are far more liable under GDPR than they were under the Data Protection Act.
Complying with the new regulations requires operating to high standards of data security and protection. If suffering a data breach that puts the rights and freedoms of individuals at risk, organizations must notify the people affected and the data protection authority (Information Commissioner's Office (ICO) in the UK) within 72 hours of becoming aware of it. Data breaches occur every day - and the EU have just increased the financial liability and consequences of inadequate security.
Hear from Mike Fowler, author of the popular white paper: Automation as a Force Multiplier in Cyber Incident Response. Mike will provide insight into how best to leverage automation to provide incident response and reporting consistency for GDPR.
Steve Ditmore will present IncMan™ – Security Automation and Orchestration features covering:
•Installation and set-up is measured in hours rather than days or weeks without the need for expensive professional services support.
•Review steps involved in a mitigating and controlling a data breach.
•Automation of menial enrichment activities, so incident responders can determine/contain and mitigate breaches more efficiently and effectively.
•Enhanced visibility creating a layered approach to information gathering.
•Incident management including response prioritization.
•How incident and notification workflows are automatically assigned to an incident.
Humans have shared gathered around and communicated through stories throughout history. Text, pictures, images and videos have sought to capture our imagination, or portray the non-fictional in a relatable way. Now, as we move beyond the 2D flat screen to new ways of interacting/communicating with the world — virtual and augmented reality, for example — we begin to see the power of immersion in storytelling, and the impact it has, beyond anything we have ever seen, on those in the receiving end. Arguably, the ultimate empathy machine.
As we shape the next 'Information Age', and given the state of the world today, never before have we been in more need of putting ourselves in other people’s shoes, and empowering diverse and inclusive voices worldwide. Never before have we seen more women jump at the opportunity to lead and make content that is all-encompassing, that touches and inspires, and that aims to build bridges not walls. Here is their story.
Learner, maker, systems thinker, innovator and tech evangelist, Luciana splits her time between growing the Realities Centre London — a new innovation space, incubator and academy for B2B/enterprise VR, AR, MR and AI — and Unfold UK, promoting women/diversity in future in the UK. Passionate about VR and tech for good, she carries ongoing research on the possibilities and challenges immersive tech presents as re neuroscience, empathy and female empowerment.
She was elected one of Code First Girls ‘25 Ones to Watch’, 'Top 5 Female Role Models in the Tech Industry', and Virtual Perceptions' 'Heroes of VR' in 2016.
Managing and delivering App's is a seemingly unique adventure. Yet there are key milestones that are only apparent when looking at our history. Join Andrew Bird to show how "Prioritisation" is the key to adoption, but knowing the list in the first place gives you your choices.
The latest version of CA Project & Portfolio Management comes with new role-based user experiences and deeper integration into Agile Central. As Millennials keep switching jobs at twice the rate, CA PPM 15.2 helps businesses match evolving skill sets with the right projects. A new feature called Telescoping lets resource managers take care of both long and short term needs from a single screen. Project coordinators can solve staffing issues in real time with new collaboration tools. And the CA PPM time-management app now is available for developers working inside Agile Central. Come see Doug Page, product expert at CA Technologies, demo the new CA PPM 15.2.
While some enterprises may think that have secured their key services against DDoS attacks simply by deploying intrusion prevention systems (IPS) or firewalls in front of their servers, they are actually exposing their organizations to service outages.
Do you have the right protection tools for your network?
When a high‑profile vulnerability makes the news, does your team scramble to figure out what's affected and where they should start?
The top 10 vulnerabilities typically account for 85% of successful exploit traffic. But complex, manual processes and disparate, disconnected tools make it almost impossible for security and IT teams to come together to respond to vulnerabilities before they lead to problems.
Join Piero DePaoli and Myke Lyons from ServiceNow as they discuss and demonstrate a new approach to vulnerability response that seamlessly connects Security with IT, allowing teams to spend less time managing simple tasks and more time preventing advanced attacks.
Topics covered include:
• The essential components of effective vulnerability response
• Best practices from real‑world implementations
• Live demonstration of a new approach to security operations
The inability to track customers, partners, accounts, agreements, and policies across complex business ecosystems triggers compliance failures and crisis management challenges that degrade brand value, undermine investor confidence, and chip away at consumer loyalty. Executives have found that efforts to address these shortcomings are more time consuming, error prone, and expensive than they could have imagine. Ironically, these same executives either refuse to sponsor business architecture efforts or are forcing business architecture proponents to “prove” its value on small scale, narrowly defined initiatives. This BrightTALK discusses crisis response challenges at a major financial institution and the role business architecture should play in addressing a variety of related scenarios across a multitude of industry sectors.
Utilizing Agile and DevOps practices together holds the key to digital transformation. Jeff Scheaffer shares the results of a primary research study that shows the power of combining Agile and DevOps together.
Additionally, Jeff will outline the tools required to achieve true continuous delivery—by enabling development, testing and release to occur continuously, and concurrently.
Agile development methodology is critical to almost every organization that relies on software development to achieve their enterprise strategy. Companies of every shape and size now rely heavily on agile development projects and programs to quickly and assuredly deliver new products and services to their customers.
Initially viewed as antithetical to project governance, organizations must recognize agile efforts require the power of project and portfolio management (PPM) to assure agile projects realize enterprise strategic objectives. This webcast will describe the multiple dimensions of “Agile PPM” and what organizations need to do to enable PPM agility in their Agile world.
Are you frustrated with leadership wanting to delegate the Agile transformation and not getting involved? Come to this talk and learn about new ways to facilitate leadership engagement, not just buy-in. Learn how to form an Agile Leadership Scrum or Kanban team, where leadership will understand that they are responsible for the success or failure of the Agile transformation.
As Edwards Deming once said, “It is not enough that top management commit themselves for life to quality and productivity. They must know what it is that they are committed to that is, what they must do. These obligations cannot be delegated.”
Thus, leaders must understand what it is they must do and what they are committing to for an Agile transformation to be successful.
There is something for every Agilist in this talk. Leaders will learn a new paradigm for Lean and Agile thinking and understand how they can actively lead an Agile transformation. Agile coaches will gain new tools and techniques for engaging leaders to build a significantly powerful guiding coalition for the transformation. Agile team members will learn how to leverage leadership support to quickly resolve impediments, as well as increase transparency, and coordination.
Attendees will learn:
- Creating leadership participation in a Scrum or Kanban team to lead the Agile transformation
- Overcoming impediments to change management (e.g. leaders don't have time to participate)
- How to coach leaders to think in terms of Lean and Agile leadership
- Measuring Agile transformation success at the leadership level and understanding the return on investment
- Sustaining the change culture so leaders will continue to participate
We’ve said it before, and we’ll say it again: we believe that agile for the business is the key to building a thriving corporation in a fast-paced, competitive world. Business Agility is what helps you prioritize, fund, and commit to the right work, removes blocks so teams are faster and more productive, and allows you to trace, day-to-day, how your teams are delivering against plans.
It starts with market analysis, strategy and product management, and finishes with steering, releasing, and monitoring what is in the market. This session will provide techniques on how to manage through this entire process. You’ll learn:
• Why it's vital that you have the right market analysis as a base to your strategic decisions
• How to align around the same goals and strategy
• Why you need to track the “Big Data” within your company as much as you track your customers
• How to distill your strategy into backlogs, releases and sprints
The challenge at Cisco Systems, with 70,000+ employees is to balance and maintain an Agile mindset while simplifying the user experience. Cisco IT has established an Agile culture by defining business outcomes that include faster time to market, improve user experience and optimize cost of delivery. As we move to the Cloud, Cisco IT will prepare the workforce for the increased speed of change.
Kelly Conway and Robbie Rivera will share their experiences as Cisco IT re-invented itself to embed in it’s culture, Agile mindset and methodologies. Kelly will walk us through the multi-year organizational transformation from her lens as a User Experience manager. Robbie will share his experiences as an Agile Coach and Practitioner embedded within teams transitioning to Agile.
Today’s markets move with incredible speed. You’re bombarded with new competitive threats every day. New companies, new products, new technologies. At the same time, opportunities are opening up like never before, all demanding sophisticated evaluations and quick decisions.
In this Business Agility Coach’s Corner discussion, you will learn how to shift your organization’s mindset and prepare for an agile transformation. You’ll get the information and support you need to drive groundswell and ensure you are on the path to increased business agility and transformational success.
Join us on Thursday, June 8, 10am PT / 1pm ET, for a discussion with Brian Adkins, Principal Agile Coach and Skip Angel, Transformation Consultant at CA Technologies to talk about:
• If your organization’s operational and legacy processes are a blessing and an opportunity for change
• How to identify and build support for a agile transformation and organizational change
• How to harness the appetite for change and drive support across siloed departments
We’ll spend some time talking through this current engagement but also leave plenty of time for questions.
The growth of multichannel support and BYOD policies has opened up a plethora of new avenues for customers to engage with IT support. This has the potential to create a richer, more satisfying experience for the customer, but savvy support organizations recognize that it isn’t good enough to simply replicate the same service in different channels. It’s really about maximizing the customer experience for each unique channel and device. In this session, you’ll find out how progressive support organizations have harnessed the potential of “any time, any place” support to drive and sustain high levels of customer engagement. You’ll review case studies and benchmarking data that illustrate the power of multichannel, multidevice support in today’s complex IT enterprise.
We are currently witnessing an increased adoption of cloud and big data technologies. However, in the near future, specialists predict that these technologies will become a thing of the past and IoT will dominate the world. IoT is going to infiltrate every aspect of our lives: work, home, city, hospitals etc. It is also going to change the way we shop in physical stores and online.
Join this webinar to discover how shopping centres will be transformed from a bricks and mortar purchasing experience to an open sourced market place.
Allow Matthew to discuss how the market is changing, the challenges this will cause and the application of the advances in IoT technology which will drive a shopping revolution.
Join 451 Research and LogicMonitor June 15th at 11:00 PST to learn how to develop a dedicated monitoring strategy to better navigate IT Transformation initiatives. This webinar will focus on identifying recent shifts in the IT space.
Attendees will learn about:
-451 analyst Nancy Gohring’s take on IT Transformation and related changes in the market
-The challenges posed by faster and more frequent code and infrastructure changes
-How infrastructure performance monitoring must adapt in the face of these challenges
-How LogicMonitor is thinking about and approaching these issues, both internally and for customers
Data is becoming increasingly easy to come by, but how to you harness it to derive value and drive outcomes? How can you ensure that you are delivering meaningful insights when they are needed and where they belong?
Join this webinar to learn how the IT organization at KAR Auction Services was able to evolve from operating with no visibility or standardized performance metrics to an agile business with real-time insight and the ability to make trusted business decisions. Discover how KAR was able to expand their usage of Performance Analytics and Reporting, leading to marked stability and measurable gains in performance across IT.
What is a PMO? It’s a question that many organizations are still trying to answer, but according to internationally recognized PMO and PPM expert Andy Jordan it’s a question that is outdated. He believes today’s question needs to be ‘what should a PMO be?’
In this webinar Andy joins CA’s own Jim Tisch to explore the evolution of PMOs to ensure they are ‘future proofed’ to deliver the evolving needs of organizations. Among other topics Andy will explore:
•The move from business focused to business driving
•A shift in emphasis from value to cost of value
•The evolution from strategic to differentiating
•The steps necessary to make the change
Delivered in Andy’s signature high energy style this webinar promises to not only challenge the way you think about project execution and the role the PMO plays, but also to think about the implications on other areas of your organization. Andy will provide a roadmap to help you start that journey of evolution and ensure your PMO is ready for the brave new project delivery world ahead.
A growing body of empirical evidence demonstrates a simple truth: the quality and effectiveness of service and support has a direct and measurable impact on the career success of those in IT leadership. When customers are happy with IT support, they are happy with all of IT. And when they are happy with all of IT, that reflects well on the entire executive team.
In this presentation, Mr. Rumburg, who has been retained as an IT service and support expert by some of the world's largest corporations, uses benchmarking data and case studies to demonstrate the crucial role that service and support can play in the management and career success of IT executives.
Industry data shows that support organizations that conduct annual benchmarking are far more likely to achieve world-class performance. Yet fewer than 20% of all support groups engage in benchmarking. In this session, you’ll review performance data from more than 200 support organizations, as well as several case studies that show how your peers have harnessed benchmarking to quantify performance, draw industry comparisons, identify performance gaps, and define the actions necessary to optimize efficiencies.
Introduced in 2004, the Data Distribution Service has developed into a mature and proven connectivity standard within the IIoT. Today, DDS is at the heart of a large number of mission- and business-critical systems such as Air Traffic Control and Management, Train Control Systems, Energy Production Systems, Medical Devices, Autonomous Vehicles, and Smart Cities. Considering the technological trends towards data-centricity and the rate of adoption, tomorrow DDS will be at the heart of an incredible number of Industrial IoT (IIoT) systems.
To help you become an expert in DDS and expand your skills in the growing DDS market, Object Management Group offers this DDS technical overview webinar series covering three key areas: (1) the essence of DDS and data-centric systems, (2) how to effectively exploit DDS Quality of Service to build applications that perform and scale, and (3) securing your distributed DDS system.
This webinar, Part II of the OMG DDS Webinar series, will cover in detail the mechanisms available in DDS to meet challenging real-world application requirements; from discovery to state management, information consistency, data durability, reliability and scalable information distribution. With over 20 different quality-of-service (Qos) policies DDS provides ready-made configurable patterns that can be used to meet most of these use-cases. Learn to leverage DDS Qos and patterns to simplify your application code and increase the robustness of your system. Presented by Gerardo Pardo-Castellote, Ph.D., CTO of RTI and Co-Chair of OMG's DDS Special Interest Group.
Part I: Introduction to DDS and Key Abstractions presented by Angelo Corsaro, Ph.D., of ADLink Technology and co-chair of OMG's DDS Special Interest Group, is available here https://www.brighttalk.com/webcast/12231/252365
Part III: Using DDS to Secure Data Communications presented by Nina Tucker, Vice President of Twin Oaks Computing here: https://www.brighttalk.com/webcast/12231/252391
Many Service and Support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer are aware of what constitutes acceptable performance. In this session, Jeff Rumburg will share the results of MetricNet’s 2017 Global Benchmarking Initiative for Service and Support, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.
Many Call Center professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer are aware of what constitutes acceptable performance. In this session, Jeff Rumburg will share the results of MetricNet’s 2017 Global Benchmarking Initiative for Call Centers, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.
Introduced in 2004, the Data Distribution Service has developed into a mature and proven connectivity standard within the IIoT. Today, DDS is at the heart of a large number of mission- and business-critical systems such as, Air Traffic Control and Management, Train Control Systems, Energy Production Systems, Medical Devices, Autonomous Vehicles, and Smart Cities. Considering the technological trends towards data-centricity and the rate of adoption, tomorrow DDS will be at the heart of an incredible number of Industrial IoT (IIoT) systems.
To help you become an expert in DDS and expand your skills in the growing DDS market, Object Management Group offers this DDS technical oveview webinar series covering three key areas: (1) the essence of DDS and data-centric systems, (2) how to effectively exploit DDS Quality of Service to build applications that perform and scale, and (3) securing your distributed DDS system.
This webinar, Part III of the OMG DDS Webinar series, will take an in-depth look at the latest advances in the DDS standards to meet the demanding cyber-security requirements of today’s industrial connected systems. From authentication and access control to integrity and encryption, learn how to leverage DDS Security features to secure your connected system against cyber attacks, while maintaining a flexible, scalable architecture. Presented by Nina Tucker, Vice President of Twin Oaks Computing.
Part I of the OMG DDS Webinar Series: Introduction to DDS and Key Abstractions presented by Angelo Corsaro, Ph.D., of ADLink Technologies and co-chair of OMG's DDS Special Interest Group, is available here: https://www.brighttalk.com/webcast/12231/252365
Part II of the OMG DDS Webinar series: Applying DDS QoS to Solve Real-World Problems, presented by Gerardo Pardo-Castellote, Ph.D., CTO of RTI and Co-Chair of OMG's DDS Special Interest Group, is available here: https://www.brighttalk.com/webcast/12231/252387
ITIL, and more broadly, IT Service Management, is now a 31-year-old discipline. It was originally established in the UK under the government of Margaret Thatcher in 1985. For those working in IT Service and Support, the implications of this are profound. First, it means that IT support professionals have an enormous body of knowledge to draw upon for industry best practices. Secondly, it almost always means that other corporate services, such as HR, facilities, safety, etc., are far less mature than IT Service and Support. Savvy IT managers recognize this opportunity, and are increasingly taking up the challenge of providing enterprise leadership in corporate services.
I want to challenge leaders from both IT and non-IT services to give serious thought to the role of enterprise services in your organization. This is the kind of opportunity that doesn’t come along very often. It has the potential to transform the delivery of all services in the enterprise, while saving money and improving the quality of service that your customers receive. Moreover, it can be a game changer for your career. Enterprises worldwide are in desperate need of leadership on this issue. So if you have been looking for that next big career opportunity, it may be right in front of you!