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Service Management Insights - CA Technologies

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  • It’s 2016. If you were born after 1980, you probably don’t remember a time without the Internet and the Web. You reach for your smartphone as your go-to device to answer questions, order pizza, find the score of a football game, and check the address of your child’s next soccer game.

    It should come as no surprise, that you reach for your smart phone or use your browser at work to search for an answer when you have a technical issue. The bottom line is that more and more business users are bypassing the service desk and the self-service portal because they believe they can get answers quicker on the web.

    Could this be the beginning of the end for IT Self Service as we know it? Join George Spalding, EVP, Pink Elephant and Jim Blayney, Sr. Product Marketing Mgr. CA Technologies, as they tackle the thorny and divisive issue of whether it’s actually more productive for users to get their own solutions from the web.
  • Continued complacency is not an option! Today’s service desks are hugely misaligned with how business consumers and support analysts actually do things.

    In the past 20 years people and technology have changed, one driving changes in the other; the service desk hasn’t kept up. In fact, this gap is so wide, it is driving business consumers away from IT and causing support analysts to ignore IT processes and SLAs.

    This session will explore these changes and what is being done to bring service desk technology into alignment with users on both sides of the desk.
  • Let’s face it, in today’s world of instant access to information people are conditioned to look for answers on their own, and today’s employees are no different. The modern employee would rather turn to Google when they have a question or turn to their social networks for support long before they go to IT for help.

    The dilemma is that the organization has spent time and money creating a self-service solution to have employees help themselves, but has found that no one is using it and to make matters worse, word around the office is it’s not worth the time and effort to go to IT.

    The reality is business users view IT as an obstacle rather than an enabler. The solution is to provide business users a simple way to connect with IT and remain engaged and satisfied across the entire service delivery and restoration process. Key to driving better adoption is to provide more consistency across any channel of engagement, information and involvement, in each step of the process and in a language they understand.

    Join us for this session to learn how the right ITSM solution can keep customers running at their best and makes IT simple!
  • Almost every IT shop claims that increasing their IT Service Management (ITSM) maturity is an important objective, but very few have gotten far down the road.

    What exactly is ITSM “maturity”? Is it the same for everyone? Is it truly attainable? How do we get there? And how do we measure our progress during the journey? Hear about models that measure ITSM maturity and where most organizations stand today. Get ideas about where you may focus to get some quick hits increasing your ITSM maturity.

    These questions and topics are explored in what will surely be a highly relevant and entertaining webcast by PINK Elephant’s George Spalding and CA Technologies’ Allen Houpt. Buckle your seatbelt and enjoy the ride to ITSM maturity; but, don’t ask “Are we there yet”?
  • This discussion is not about security though it makes security much more difficult. It’s not to scare you into thinking the sky is falling, it’s not…but don’t look up! It’s a thought provoking discussion about how well-meaning, competent professionals are unknowingly creating an extremely fragile house of cards, that is anything but robust, stable and reliable. The enemy at large here is the sheer complexity of layered services, created by individuals looking to deliver well intentioned, short-term solutions without a long-term strategy.

    Join George Spalding, Executive Vice President, Pink Elephant and Jim Blayney, Sr. Principal Product Marketing Manager for CA as they attempt to unravel this thorniest of issues.
  • Please join HDI's, Executive Director, Certification & Training, Rick Joslin as he discusses the results from a recent HDI global research study that focuses on IT Service Management (ITSM) tools and processes organizations deploy to empower users with self-service. Learn how organizations successfully leverage self-service as well as what hurdles they encountered and the steps they took to improve their self-service capabilities.

    So whether you are looking for validation, justification, or just want to get a sense of the latest ITSM tools and best practices, you don’t want to miss this webcast!

    Attend this webcast to learn:

    • What tools and/or process organizations deploy to encourage user self-service
    • What benefits or hurdles organizations have experienced with user self-service
    • How organizations have overcome the challenges around self-service

    This event is approved for 1 Continual Professional Development (CPD) credit.
  • IT Service Management (ITSM) has focused on how to manage incidents quickly and effectively and generally speaking, we have become more operationally efficient in these areas, but what we did not foresee was the change in our users. They are comfortable searching for information online and communicating directly through social media – and they might be using tablets and mobile phones to do it. So how does your IT organization adjust especially if your ITSM technology stack is built for traditional communication?

    Watch this webcast to learn the steps you can take to introduce new strategies and technology that will help you meet the needs of your modern users. See how these practical steps can help you to improve your customer satisfaction, adoption, and service management cost structure.

    This session is approved for 1 priSM Continual Professional Development (CPD) credit.
  • Today’s IT consumers want answers to their questions immediately and in the way they want to communicate- no, they are not toddlers with tantrums, rather their productivity is being impacted and they have become accustom to the consumer experience.

    Watch this webcast to learn the role mobility, social media, and self-service play in meeting today’s ”service expectations” of IT and tips on how you can use these methods to increase user productivity and satisfaction resulting in the improved perception of IT.

    This session is approved for 1 priSM Continual Professional Development (CPD) credit.
  • Technology disrupts business and re-invents itself almost by the minute, yet Service Managers fall back on tradition to support the brand new stuff.

    Whether your organization is in the middle of your second ITIL implementation that is failing again or you are counting on DevOps to solve the problems of continuous innovation, or you are scrambling to control cybersecurity issues and mitigate data risk, it is abundantly clear the role of the service manager must change and change now.

    This session lays out the current state of service management in today’s IT-powered businesses and explores the challenges we face as the business demands greater agility and more rapid-time-to-market from IT.

    Failure to meet these challenges could have dire consequences.
  • IT Service Management (ITSM) has evolved dramatically and what was considered mature and effective ITSM just a short time ago is barely sufficient today. So what’s next for ITSM and are you prepared for the future?

    This webcast will discuss developments in ITSM and how industry best practices are changing. Learn more about what your organization needs to do to keep pace with the new frontier of ITSM.

    This session is approved for 1 priSM Continual Professional Development (CPD) credit.

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