Service Management Insights - CA Technologies

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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.

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ITSM Tools and Processes that Can Empower Your End Users (1 CPD) Rick Joslin, Executive Director, Certification & Training of HDI 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.
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Aug 27 2015
43 mins
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  • 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.
  • Le Service Management en mode SaaS : une réelle alternative pour les entreprises qui cherchent à gérer efficacement leurs services informatiques.
    De plus en plus d’organisations optent pour des solutions de Service Management en mode SaaS afin de concilier l’efficacité de la gestion de leurs services, et l’approche économique la plus pertinente.
  • Let’s face it, in this modern connected world, your service desk customers have many options when trying to resolve issues - online search, social media, etc. So how do you remain relevant to your customers so they keep coming back for more? Quite simply- provide a superior service desk experience.

    A superior IT customer experience is the key to success for any IT service organization. This webcast will discuss how strategies and tools can enable users to quickly resolve issues and why IT organizations need to be able to interact with their customers on their terms. By simply improving the user experience, you will increase adoption, satisfaction, and your customers will see the real value IT provides (YES – Love for IT).
  • Whether your organization in the middle of a long running ITIL implementation that is failing to deliver the benefits or you are playing with DevOps to solve the problems of continuous innovation that ITIL doesn't solve, it is clear the ITIL framework must evolve.

    This webcast focuses on the current state of ITIL in today’s IT-enabled businesses and explores some of the challenges ITIL faces as businesses demand more agility and rapid-time-to-market from their IT organizations, and why there’s hope for ITIL.

    This session is approved for 1 priSM Professional Development Unit (PDU) credit.
  • "To protect and serve"" is a good motto for IT, as there seems to be an expectation that IT exists only to create new technology solutions in response to the demands of the business: to serve. It's not true. The Information Technology department exists to protect the IT interests of the owners of the organisation whilst also serving IT's customers and users. The two don't always align.

    IT is entrusted with custody of the organisation's IT assets. Sometimes it is not in the best interests of the organisation to abandon those investments or to increase the risks to the confidentiality, integrity and availability of the information, in order to meet demands for new IT from the customers.

    Join IT Skeptic, consultant and commentator, Rob England as he explores IT's evolving role in striking a balance in extracting maximum value from existing investments against facilitating the generation of value from new investments.

    This session is approved for 1 Continual Professional Development (CPD) priSM credit.
  • Creating effective metrics is essential for IT Service Management (ITSM) to evolve as an increasingly critical part of cross-domain service delivery, optimization and planning. However, no two IT organizations are the same, and metrics for measuring IT efficiencies, costs, values and requirements need to be tailored to realistic levels of IT maturity and grounded in unique IT organizational environments.

    Join Enterprise Management Associates’ (EMA) Dennis Drogseth for this webcast designed to provide guidelines for building effective ITSM-related metrics based on maturity levels, objectives and readiness, including:
    • Guidelines for assessing your IT maturity level
    • Metrics associated with each maturity level
    • Process recommendations for establishing and communicating key metric priorities among key stakeholders
    • Quotes and examples of metrics-related planning from real-world ITSM initiatives

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

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