Educational Webcasts for Business & IT Professionals
The consumerization of IT, BYOD and changing service delivery models are driving organizations to really transforming their approach to Service Management. This is requiring a re-think of the IT front office, emphasizing self-service, improved collaboration and integrated and personalized offerings targeted to their specific audience, available across any device. At the same time, organizations continue to need to reduce costs and drive operational efficiency to free up resources to support innovation and growth initiatives.
Join us for one of our many insightful webcasts featuring customers, analysts, partners and evangelists as they talk about how you can transform your complex IT service portfolios into well-managed, optimized productivity solutions that make it easier for business users to get what they need, when they need it, while reducing operational cost and driving greater efficiency.
Some sessions will be approved for Personal Development Credits.
George Spalding, Pink Elephant and Allen Houpt, Advisor, Product, CA Technologies
The answer is Yes and No. The service catalog, once the means for IT to deliver services and assets to business consumers, has become somewhat invisible to those consumers as self-service has become the means to get what they need all in one place. But is i IT? IT needs the service catalog more than ever as the number, variety and sources of services and assets has expanded, to a great extent into the virtual. IT must provide services and assets to users faster, cheaper and better than ever. So, while the catalog may be hidden behind a self-service portal, it is still the means for IT to control what services and at what costs services are available and delivered. The “faster” part means that catalog needs to be embraced along with automation to fulfil requests more quickly. Integrations are more critical than ever to ensure user needs are satisfied and SLAs are met by external providers. This webcast will discuss the intertwined relationship between service catalog, process automation and tool integrations that produces increased business value in the new world of better, faster, cheaper IT.
Software Asset Management (SAM) plays a critical role in a fast growing, mission-critical use case: Enabling and Strengthening Cybersecurity. In today’s world of mounting external security attacks, we are often too focused on trying to anticipate new threats originating outside our organizations. However, we also, and maybe first, need to look within. One of the first steps in establishing a strong cybersecurity practice involves knowing what you need to protect and where those assets are. Most of the processes and methodologies used in establishing effective SAM should be applied hand-in-hand with your organization’s security protocols to ensure that all parts of your IT enterprise are continually up-to-date and secure from both internal and external threats. This session will address these points and best practices for leveraging SAM to strengthen your cybersecurity.
The demands of managing Digital Transformation across the organization involves the alignment of IT suppliers, services and asset inventories, which requires an integrated approach to IT asset and service management. Understanding and aligning the long term value of existing IT services and assets is key to maximizing the commercial benefits of Digital Transformation, ensuring new investments are strategic and add long term business value. This session will explore why building an integrated approach is essential to the success of Digital Transformation, discussing how organizations should architect an ITAM governance, technology and process strategy aligned with ITSM for digital success.
Digital business requires an integrated approach to delivering services. The journey from IT service request management to enterprise service management is challenging organizations of all sizes and maturity levels. The traditional IT service catalog is becoming the enterprise service portal, providing access to services, apps, resources, and support. Self-service and automation must blend with higher-touch collaborative interactions and expert support in an end to end flow. Predicting when routine interactions are about to escalate is increasingly essential. Ultimately, a customer-led, data-driven, well-designed experience is needed, to support the high performing digital professional and their team.
This session will cover.
- The maturity journey for service management organizations
- The evolution from IT to enterprise service management
- The promise of predictive analytics in supporting the customer journey
Lean, Agile, DevOps, ITIL and ITSM. Five powerful IT process domains all competing for your attention and budgets. Do we really need them all? Do we even need to pay attention to them? If so, do they play well together? This session will explore these questions by taking a look at each of these domains, exploring their commonalities and differences. But most important, this session will provide you with ideas on where the synergies lies that you need to exploit to stay on top of your ITSM game.
According to industry analysts, as much as 75 percent of the U.S. workforce will be mobile by 2020, and many will be using their own technology, under BYOD policies. This means that service desks must respond to a wide range of issues and requests, and do so more rapidly than ever, for a wider array of technologies.
HDI research tracks twelve major channels for support with newer channels such as mobile app, text message, social media, and system-generated tickets (auto logging) becoming more popular year-over-year, while traditional phone and email channels have dropped in popularity.
These changes, along with the continuing trend of consumerization (expecting business IT to be friendlier and more responsive, like consumer products and services), mean that support needs to pay more attention to and cooperate more closely with all the other IT teams, including application developers and system administrators. The culture of support needs to move toward more agility and velocity, and thus has a good deal to learn from DevOps and Agile methodology.
In this session, HDI writer and analyst Roy Atkinson will explain how:
•Changing customer behaviors and preferences require new ways of measuring support success
•DevOps positively impacts the ability of support (HDI research)
•Contact trends and channels will continue to change into the future
•Automation can assist and accelerate support
IT asset management’s focus is on the business administration of IT assets and has proven critical to managing the financial, contractual and risks associated with IT assets. But can ITAM be agile? How does an agile business benefit from agile ITAM? Is ITAM critical to the success of an agile business strategy? This session will describe what an agile ITAM program looks like and why an agile business strategy requires an agile ITAM program.
The primary challenge facing organizations in the App Economy is delivering more value to customers faster than the competition. To achieve optimal value, organizations need to examine the entire Software Development Lifecycle (SDLC) and the value that it delivers across its phases. True customer value is achieved when all teams in the chain are aligned and supported by end-to-end services and solutions.
Join Dennis Drogseth from Enterprise Management as he explore why successful agile enterprises start with the people first; collaborative, empowered teams that build and deliver the right products to customers quickly.
Attend to learn how to:
• Empower the seamless management of services, projects, products, people, and financials
• Drive both service desk productivity and business-user satisfaction with collaborative self-service, automation, and change management capabilities
• Enable planning, prioritization, and tracking of the work that needs to be done and Continuous Delivery, providing automated test and release functionality to speed delivery
Many IT organizations are still struggling to achieve self-service success. Well, to be more precise, they are still struggling with end user adoption of their newly deployed self-service capability.
Why? Some causes relate to not truly understanding end user wants and needs, and issues with organizational change management (or the lack of it). But IT self-service, and every other offered service, is not provided in a vacuum - with end users’ expectations increasingly influenced by their often-superior consumer-world experiences. These consumer-world-driven expectations also apply to other organizational service providers, such as HR and facilities, making the approach to self-service capability delivery a company-wide issue whether part of an enterprise service management strategy or not.
This webinar will talk to the state of self-service success, the common issues experienced with IT self-service initiatives and what can you do to avoid them, and other good practices to employ both pre- and post-self-service go-live.
Digital transformation is, undoubtedly, a hot topic and an area of significant interest to organizations across the globe. It's important to remember that digital transformation means different things to different organizations and encompasses many different themes and considerations. There are, however, common areas that are imperative to any digital transformation effort. This webinar will draw upon Ovum data and analyst insights and discuss the digital transformation elements deemed important by businesses and how ITSM capabilities can help support them.
In this webcast you will learn about:
•What does it mean to digitally transform and why is it such a hot-topic at present?
•What are organizations prioritizing when it comes to digital transformation?
•How ITSM can support organizations in executing against digital transformation objectives.
•Why ITSM capabilities and practices are becoming more widely embraced in other business areas.
With the “Internet of Things”, everything is connected to everything else. How do I define what’s in my infrastructure? Is there a network perimeter anymore? An end-point? A gateway? What about tools to manage this; how are IT Service Management (ITSM) and IT Asset Management (ITAM) impacted? With billions of objects of all kinds joining “the network” it’s more important than ever to use automation to manage the assets of the organization and their interrelationships with other assets. Join George Spalding, EVP, Pink Elephant and Jim Blayney, CA Technologies as they discuss what’s in the future for ITSM and ITAM as they relate to the Internet of Things.