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IT Project Management

  • Create a New ITSM Service Offering In Minutes!
    Create a New ITSM Service Offering In Minutes! Micah Garside-White, Solution Architect Recorded: Apr 26 2017 42 mins
    IT Service Management has been too complex for far too long.

    Join us for 45 minutes and see how the ServiceAide ITSM platform provides an easily customizable, code free solution for your Service Management needs - accessible in minutes!

    During this 45-minute webinar, you'll learn:

    1- The philosophy behind ITSM
    2- Understand the value of ITSM
    3- Start your first ITSM processes in minutes
    - Create a service
    - Structure data and load them
    - Configure processes


    Micah Garside-White is Solutions Architect at ServiceAide, working on Service Management solutions for clients of every size, from multinational with 30,000 active users to start-ups.
  • Best key practices for GDPR and utilizing IncMan™ Incident Response platform
    Best key practices for GDPR and utilizing IncMan™ Incident Response platform Mike Fowler, Vice President, Professional Services and Steve Ditmore, Senior Sales Engineer for DFLabs Recorded: Apr 26 2017 34 mins
    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.
  • Going Beyond His/tory: The Female Storytellers Shaping Immersive Tech
    Going Beyond His/tory: The Female Storytellers Shaping Immersive Tech Luciana Carvalho, VR Evangelist Recorded: Apr 25 2017 48 mins
    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.
  • The Milestones of Sucessful Apps
    The Milestones of Sucessful Apps Andrew Bird : Chief Digital Officer & EA Visionary Recorded: Apr 18 2017 34 mins
    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.
  • What’s New in CA PPM 15.2?
    What’s New in CA PPM 15.2? Douglas Page, CA Technologies Recorded: Apr 14 2017 18 mins
    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.
  • Don't just check the box - real DDoS protection
    Don't just check the box - real DDoS protection Arbor Networks Recorded: Apr 14 2017 2 mins
    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?
  • The 7 Essentials for Effective Vulnerability Response
    The 7 Essentials for Effective Vulnerability Response Piero DePaoli, Senior Director, ServiceNow & Myke Lyons, Director, ServiceNow Recorded: Apr 13 2017 49 mins
    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
  • Why Business Architecture Now, Not Later? A Lesson from Crisis Management
    Why Business Architecture Now, Not Later? A Lesson from Crisis Management William Ulrich, President, Business Architecture Guild Recorded: Apr 13 2017 60 mins
    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.
  • Drive Innovation and Differentiation in the Application Economy
    Drive Innovation and Differentiation in the Application Economy Jeff Scheaffer, SVP & General Manager, CA Technology Recorded: Apr 13 2017 38 mins
    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.
  • How to facilitate leadership participation for an Agile transformation
    How to facilitate leadership participation for an Agile transformation Joe Vallone, Scaled Agile Inc. Recorded: Apr 12 2017 44 mins
    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
  • The difference between Agile PPM and agile PPM – and why you need both!
    The difference between Agile PPM and agile PPM – and why you need both! Steve Romero, Romero Consulting Recorded: Apr 12 2017 45 mins
    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.
  • PMO in the agile world: Aligning your Org from strategy through execution
    PMO in the agile world: Aligning your Org from strategy through execution Laureen Knudsen, CA Agile Adviser Recorded: Apr 12 2017 53 mins
    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
  • Cisco IT – Our Agile Journey
    Cisco IT – Our Agile Journey Kelly Conway, User Experience Manager, Cisco Systems and Robbie Rivera Agile Coach and Practitioner, Cisco Systems Recorded: Apr 12 2017 47 mins
    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.
  • Struggle Between Agile and Project Management
    Struggle Between Agile and Project Management Rick Morris, R2 Consulting, LLC Recorded: Apr 12 2017 48 mins
    Agile is not a fad, it is a reality. In today’s application economy almost every company is a software company. One of the biggest misconceptions is that Agile is new. However, there is a struggle that seems to be happening between the understanding of the Agile world and the Project Management world. What does it mean to be Agile? If we are an Agile company, do we need Project Management? Is one better than the other? Can the two exist with each other?

    As organizations are looking to eliminate the barrier between ideas and outcomes the impacts of how to prioritize, execute, allocate funding and resources, and embrace change amplify the need to understand the roles and responsibilities of everyone.

    Join Rick Morris, a certified Scrum Agile Master, consultant, best-selling author, mentor, and evangelist for project management as he shares his real life experiences and even how his own thinking has been transformed in what will be an entertaining, enlightening, and lively discussion.
  • How to Transform Meetings and Dramatically Improve Business Outcomes
    How to Transform Meetings and Dramatically Improve Business Outcomes Rick Lansky, Co-founder, Instant Agenda (CA Accelerator), CA Technologies & Michael Ball-Marian,Co-founder ,Instant Agenda Recorded: Apr 12 2017 47 mins
    We're wasting 15% of our at-work time and we're almost completely ignoring it.
    Most of us hate meetings. At best, meetings are considered a necessary evil. If the meetings are so terrible, why not stop them? If they are so necessary, lets make them highly effective!

    We’ve spent billions over the past several decades to improve the agility and effectiveness of our development practices and management. As knowledge workers, we spend over 30% of our time in meetings. Surveys show 50% or more of that time is wasted. Why have we virtually ignored meetings as a target for transformation and agility? We'll demonstrate how to dramatically improve business outcomes across your entire organization by applying Agile principles and practices to your meetings.



    *In accordance with its Privacy Policy, CA Technologies may disclose your registration information with its partner(s) which assist with this presentation. For more information about CA’s disclosure practices, please visit the CA Privacy Notice here http://www.ca.com/us/privacy.aspx.
  • Application Portfolio Management: Why You Need it + Options
    Application Portfolio Management: Why You Need it + Options Jen Scarlato, Senior Solution Consultant, Rego Consulting and Mark Feher, Dir.of PPM Services at Empowered APM Recorded: Apr 12 2017 36 mins
    Does your organization want to implement application portfolio management? Are you trying to determine the value in implementing APM? Are you struggling to know what tool you should use and what data is important to collect?

    This session will review specific use cases of companies that have implemented APM and effectively used the data to drive value for the organization. This session will also review some of the APM tools in the market, including ServiceNow and CA PPM.
  • Business Agility: Avoiding the Four Failure Modes
    Business Agility: Avoiding the Four Failure Modes John Orvos, Sr. Solution Strategist, Agile Business Unit CA Technologies Recorded: Apr 12 2017 41 mins
    Empowering people and delivering value faster to customers is what is expected from agile. Business agility enables companies to respond faster to rapidly changing markets and compete with market disruptors. Despite the increasing need for business agility to compete these days, companies have still not been able to accomplish this, and there is a growing list of reasons for agile failures.

    Join your colleagues as John Orvos, a Sr. Agile Solutions Strategist, enlightens us on how to avoid the Four Failure Modes of agile.

    •Company idealism vs. Customer Realism
    •Agile Expert vs. Vision Re-engineer
    •Sideline Cheering vs. Relevant Action
    •Appeasement vs. Accountability

    Please bring your real world questions!
  • 2017 Pulse of the Profession®: Success Rates Rise
    2017 Pulse of the Profession®: Success Rates Rise Tricia Cabrey, Market Researcher, PMI Recorded: Apr 12 2017 32 mins
    PMI’s latest Pulse of the Profession® research suggests a positive change in the way organizations are managing projects and programs. At the same time, the definition of success is evolving, and the ability of projects to deliver what they set out to do — the expected benefits — is just as important as the traditional measures of scope, time, and cost. This presentation will review PMI’s latest findings of how organizations are becoming more mature with their project practices and what factors they are investing in that distinguish more successful project performance.

    In accordance with its Privacy Policy, CA Technologies may disclose your registration information with its partner(s) which assist with this presentation. For more information about CA’s disclosure practices, please visit the CA Privacy Notice here http://www.ca.com/us/privacy.aspx.
  • You Have Scrum Teams, So What? Create Value, Not Just Process
    You Have Scrum Teams, So What? Create Value, Not Just Process Doug Dockery, CA Technologies Recorded: Apr 12 2017 52 mins
    Many organizations believe that once they've established Agile/Scrum teams they can pat themselves on the back and mark 'agile' as done at their company. Unfortunately, this isn't the case. Team Agility is almost considered table stakes in modern development organizations and is met with a resounding "so what" from the business. This is because Agility confined to the team level won't solve the organizations larger issues. The promise of agility at scale is the value it brings to the entire enterprise - linking strategy with execution.

    Join Doug Dockery, an architect of Agile solutions and enterprise Agile coach at CA, as he discusses why simply having Agile teams isn’t sufficient to drive maximum value in your organization. By attending, you will learn how to:

    • Build the right thing at the right time
    • Prioritize work by value
    • Facilitate cross-team communication throughout your organization
    • Gain insight to what exactly is being worked on by teams
    • Collect the right agile metrics and how to share with the teams
  • Optimize Your PPM Journey with CA Services
    Optimize Your PPM Journey with CA Services Bryan Reid, Sr. Director, Practice Services, CA Technologies Recorded: Apr 12 2017 49 mins
    Learn what is working, and what has changed in how you implement and grow adoption of CA PPM successfully. This session is focused on sharing best practices, tools and techniques to help you achieve your business outcomes weather you are a new or advanced user. Some of the discussion topics will include: On-Premise vs. SaaS? When can a 'Value Realization Roadmap’ or ‘Maturity Assessment Plan’ help me and how do I get one? Can anyone help me, now that I have ‘customized’ too much?
  • How Agile is Your Business?
    How Agile is Your Business? Andy Jordan, ProjectManagement.com Recorded: Apr 12 2017 49 mins
    Business agility is rapidly becoming the latest hot trend in the agile community, but what exactly does that mean for most organizations? To understand some of the key elements that contribute to successful business agility, CA Technologies commissioned ProjectManagement.com to conduct a global survey. The survey was designed to examine the behaviors and traits of effective project delivery with a focus on business results. We went even deeper than simply asking about agile, we looked at strategic and transformational projects, success rates and cancellation rates, and change and planning. All of these insights helped us to identify the readiness of organizations to embrace business agility and this webcast will discuss some of the key findings including:

    · The areas where organizations are most and least ready for business agility

    · The traits and behaviors of the most successful organizations in areas impacting agility

    · Our recommendations for increasing organizational readiness and agility
  • ServiceNow 101: The 3 Crucial Powers of ServiceNow
    ServiceNow 101: The 3 Crucial Powers of ServiceNow Ellen Daley, Ross Rexer Recorded: Apr 12 2017 33 mins
    Join Acorio’s leadership team members: CEO, Ellen Daley, and Vice President, Ross Rexer for an online web clinic on Wednesday, April 12th, 2017, 1:00 PM EST. They'll offer real-world examples of the three major ways the platform can add value to your business.

    What You'll Learn:
    - Satisfy the high expectations for speed and visibility among your customers, employees, and partners;
    - How to go beyond low-hanging fruit and pick worthwhile opportunities and predict long-term growth areas
    - Real-world examples of companies revolutionizing IT Service Management, and visualizing transformative data and reporting.
  • Creating Digital Businesses
    Creating Digital Businesses Jim Tremlett, Agile Advisor, CA Technologies Recorded: Apr 12 2017 50 mins
    The third wave of agility has begun – business agility (Wave 1: agile, Wave 2: scaled agile, Wave 3: business agility).The transformation of enterprises to digital businesses is leading this third wave. In this talk, we’ll discuss what this “digital transformation” entails.

    As evidenced by attendance at the recent, inaugural Business Agility Conference in February, this transformation is most acutely felt in the digital arms of traditional banks and financial services companies were rapidly changing customer expectations and competitive pressures from fintech start-ups are driving the transformation.
  • People, Projects and Performance – What’s Really Going On?
    People, Projects and Performance – What’s Really Going On? Andy Jordan, ProjectManagement.com Recorded: Apr 12 2017 46 mins
    Project management is becoming an increasingly complex aspect of how organizations operate. Projects are the vehicles by which strategy is delivered and the largest element in determining whether goals and objectives are achieved. To learn more, CA Technologies commissioned ProejctManagement.com to explore the most common challenges organization face with project execution as well as the factors that lead to organizational success. This global survey examined numerous elements of project delivery – PMOs, resource management, budget and benefit tracking, contributors to and detractors from success, project types and methodologies. Most importantly of all we analyzed the results against our survey respondents’ identification of how successful their organizations were at delivering success through projects. The results are comprehensive and in this webcast, Andy Jordan will present some of the key findings including:

    · The common traits of high performing organizations

    · The most impactful improvements your organization can make to increase success rates

    · The key behaviors successful organizations have adopted – and avoided


    Don’t miss this opportunity to gain a unique insight into one of the broadest surveys of project execution we have ever been a part of. The results will shock and inform and the takeaways will help you grow and improve. All attendees will also be given exclusive access to the full research report. Register today!
  • What is Business Agility?
    What is Business Agility? Stephen Denning, Thought Leader and Author Recorded: Apr 12 2017 50 mins
    Business agility is an increasingly common theme discussed in organizations, but what is it? Research has shown that there are three laws or principles found across all agile organizations:

    • The law of the customer: An obsession with delighting customers by continuously adding value for customers and users, as well as a recognition of the current need to generate instant, intimate, frictionless value at scale.

    • The law of the small team: Big difficult problems need to be disaggregated into small batches and performed by small cross-functional autonomous teams, working iteratively in short cycles in a state of flow, with fast feedback from customers and end-users.

    • The law of the network: A recognition that, to achieve full business agility, the whole organization needs to embrace the entrepreneurial mindset.

    Pursuit of all three laws is key to sustaining business agility. Individually, none of the observed management practices are new. What is new and different is the way that the management goals, practices and values constitute a coherent and integrated approach to continuous innovation, fueled by a pervasive entrepreneurial mindset.
  • CTO series: Episode 2: -What does a Good Strategy look like...?
    CTO series: Episode 2: -What does a Good Strategy look like...? Andrew Bird : Chief Digital Officer & EA Visionary May 2 2017 9:00 am UTC 30 mins
    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.
  • Knowledge17 Sneak Peek: Our Best of ServiceNow
    Knowledge17 Sneak Peek: Our Best of ServiceNow Ellen Daley, Adam Mason, Carleen Carter, Meghan Lockwood May 2 2017 5:00 pm UTC 60 mins
    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

    And be sure to visit us at Booth #419
  • Data Residency: Challenges and the Need for Standards
    Data Residency: Challenges and the Need for Standards Andrew Watson, Vice President and Technical Director, OMG; Claude Baudoin, owner, cébé IT & Knowledge Management May 11 2017 2:30 pm UTC 60 mins
    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
  • CTO Series - Episode 3: What does a Good Target Operating Model look like...?
    CTO Series - Episode 3: What does a Good Target Operating Model look like...? Andrew Bird : Chief Digital Officer & EA Visionary May 16 2017 10:00 am UTC 30 mins
    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.
  • A Guide to Predicting Cyber Attacks
    A Guide to Predicting Cyber Attacks Markus Jakobsson – Chief Scientist at Agari May 16 2017 4:00 pm UTC 45 mins
    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.
  • Unleashing the Enormous Power of Call Center KPIs
    Unleashing the Enormous Power of Call Center KPIs Jeff Rumburg, Managing Partner at MetricNet May 16 2017 6:00 pm UTC 60 mins
    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.
  • Successfully manage future-proof business transformations
    Successfully manage future-proof business transformations Marc Leijten and Tjerk Hobma May 18 2017 8:00 am UTC 60 mins
    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.
  • Connected Healthcare: How to Prepare for Future Bandwidth Demand
    Connected Healthcare: How to Prepare for Future Bandwidth Demand Susan Larson, Marketing Communications Manager May 24 2017 5:00 pm UTC 30 mins
    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
  • Any Time, Any Place: The Ultimate Customer Experience!
    Any Time, Any Place: The Ultimate Customer Experience! Jeff Rumburg, Managing Partner at MetricNet Jun 13 2017 6:00 pm UTC 60 mins
    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.
  • C-Level Success and the Secret Weapon of Service and Support
    C-Level Success and the Secret Weapon of Service and Support Jeff Rumburg, Managing Partner at MetricNet Jul 11 2017 6:00 pm UTC 60 mins
    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.
  • Call Center Best Practices
    Call Center Best Practices Jeff Rumburg, Managing Partner at MetricNet Aug 8 2017 6:00 pm UTC 60 mins
    An overview of Call Center Best Practices.

    HEAR how the industry's top performing Call Centers Achieve World-Class Status!

    LEARN key strategies for Enhancing your Call Center Performance!

    APPLY Best Practices from your peers in the industry!

    In this webcast, MetricNet will share the Key Success Factors from the industry's top performing Call Centers!
  • Turbocharge Your Metrics With Benchmarking!
    Turbocharge Your Metrics With Benchmarking! Jeff Rumburg, Managing Partner at MetricNet Sep 12 2017 6:00 pm UTC 60 mins
    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.
  • DDS Technical Overview Part II - Applying DDS QoS to Solve Real World Problems
    DDS Technical Overview Part II - Applying DDS QoS to Solve Real World Problems Andrew Watson, OMG; Nina Tucker, Twin Oaks Computing; Gerardo Pardo-Castellote, RTI; Angelo Corsaro, PrismTech Sep 14 2017 3:00 pm UTC 60 mins
    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
  • Benchmarking Roundup: Summary of 2017 Service and Support Benchmarks
    Benchmarking Roundup: Summary of 2017 Service and Support Benchmarks Jeff Rumburg, Managing Partner at MetricNet Oct 10 2017 6:00 pm UTC 60 mins
    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.
  • Benchmarking Roundup: Summary of 2017 Call Center Benchmarks
    Benchmarking Roundup: Summary of 2017 Call Center Benchmarks Jeff Rumburg, Managing Partner at MetricNet Nov 7 2017 7:00 pm UTC 60 mins
    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.
  • DDS Technical Overview Part III - Using DDS to Secure Data Communications
    DDS Technical Overview Part III - Using DDS to Secure Data Communications Andrew Watson, OMG; Nina Tucker, Twin Oaks Computing; Gerardo Pardo-Castellote, RTI; Angelo Corsaro, PrismTech Nov 16 2017 4:00 pm UTC 60 mins
    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
  • The Coming Enterprise Service Desk – How Information Technology Can Lead The Way
    The Coming Enterprise Service Desk – How Information Technology Can Lead The Way Jeff Rumburg, Managing Partner at MetricNet Dec 5 2017 7:00 pm UTC 60 mins
    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!