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Service Management Insights - CA Technologies

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  • Projects end, but Services Live On. IT Better Focus on Delivering Services! Projects end, but Services Live On. IT Better Focus on Delivering Services! George Spalding, Pink Elephant and Allen Houpt, CA Technologies Recorded: Nov 4 2016 51 mins
    IT has grown up over the last 50 years as a conglomeration of hundreds of projects. And, for better or worse, IT is still in project mode. Someone (usually the business) has an idea to make things better, sells the idea to the executives, gets funding, writes a charter, and the merry-go-round begins. In most enterprises, the big picture doesn’t get propagated to the operational level. In delivering services to the business, even the PMO functions more like a traffic cop than a strategic advisor. Projects, by definition, have a beginning, a middle, and an end. Yet the business’s need for services and value from IT knows no end. The time has come to change the way IT approaches delivering services. IT needs to focus on providing agile, high-quality, ongoing services that the business needs and wants. IT must provide ongoing value to the business; all day, every day. Projects end, but well-designed services live on and on.
  • Resource Management In A Busy World: Delivering Results, Extending PPM Maturity Resource Management In A Busy World: Delivering Results, Extending PPM Maturity Eric Kissel, Services Architect for CA PPM, CA Technologies Lars Matzerath, Head of Sales, itdesign GmbH Adam Frary, Services Recorded: Oct 7 2016 61 mins
    Resource Management is a relatively straight forward concept with significant benefits. However, some organizations choose to postpone those benefits and focus on other aspects of PPM. How can we extend organizational maturity for PPM with high value outcomes from Resource Management?

    Please join Erich Kissel, CA Services Architect for PPM, and Lars Matzerath, Head of Sales from itdesign GmbH for an insightful discussion on Resource Management on Friday, Oct.7th.

    CA Services will provide tips for getting started and for expanding into new Resource Management use cases. Our partner, itdesign, will share some insights of two powerful packaged work products
    for CA PPM: itd Assignment Editor and itd Allocation Editor which enhance project and resource managers’ visibility and editing options of resources.

    From assigning and aligning resources to projects, evaluating and normalizing demand, to gaining a better understanding of available skills, it’s time to fulfill your resource management aspirations!
  • Introducing the Invisible Mr. Robot: Process Automation for the People Introducing the Invisible Mr. Robot: Process Automation for the People George Spalding from Pink Elephant and Jim Blayney of CA Technologies Recorded: Aug 22 2016 49 mins
    In 1896, Sakichi Toyoda created “autonomation”, sometimes called intelligent automation. Ever since then manufacturers and, now service providers, have been trying to reduce the number of people involved in nearly every process. There seems to be a prevailing belief that automation is the “magic bullet” to greater efficiency. The downside of humans involves their lack of speed (they are simply slower than machines) and the introduction of human errors into the process. But the upside of people is their brain. They can think, evaluate, assess, question, choose, make decisions and resolve ambiguities. This creates the dilemma we in IT face every time we decide to automate a process. The tools are readily available to accomplish the automation task but have we successfully matured the process to allow it to be automated in the first place or is the “magic bullet” really human intervention? Join Jim Blayney of CA Technologies and George Spalding from Pink Elephant as they noodle on the pros and cons of process automation in IT.
    In this webinar you will learn:
    - What kind of process is an effective automation candidate?
    - How to design a process leading to automation
    - Why the pressure to automate sometimes creates an over dependency on tools vs. solutions?
  • It’s Time to Grow Up: 8 Ways to Increase ITSM Maturity It’s Time to Grow Up: 8 Ways to Increase ITSM Maturity Allen Houpt Recorded: Jul 27 2016 54 mins
    With all the technology and process improvements over the past 20 years, and with almost every IT organization wanting to increase ITSM maturity, you would think that maturity levels would have increased; but that is not the case. This webcast will discuss how to increase ITSM maturity in eight different areas including user experience, process automation, and incident, problem, change, configuration, request and knowledge management, and more.
  • Everything Old is New Again Everything Old is New Again George Spalding, EVP, Pink Elephant and Jim Blayney, Sr. Product Marketing Manager, CA ITSM Recorded: Jun 29 2016 46 mins
    It’s a new IT world out there! DevOps, Agile, Scrum, and Lean are taking over. IT leaders seem to be facing a difficult choice: “Should I stick with my old favorites like ITIL and ITSM? Or Should I embrace the future and get on the DevOps, Agile, Lean bandwagon?” The overwhelming answer is “YES!” The future isn’t really tomorrow, it’s today. And IT requires a solid foundation right now to realize the full potential of Lean, Agile & DevOps. Join George Spalding, EVP, Pink Elephant as he maps out the logical steps for IT shops to maximize their future.
  • Here comes the Snapchat & VR generation to break your ITSM Here comes the Snapchat & VR generation to break your ITSM George Spalding, Executive Vice President, Pink Elephant; Haider Rafique, Product Marketing, CA Technologies Recorded: Mar 30 2016 48 mins
    The future workforce (GenZ) and the millennials (GenY) bring a new set of challenges for today’s IT Service organizations. Having grown up through the emerging technologies such as mobile and social, these generations have different personalities, goals and expectations. In this session we will look at the different generations, their personalities and the evolution of their digital experiences impacting ITSM. Join us to discuss the role of social, and other emerging technologies like VR that are going to shape your future.

    In accordance with its Privacy Policy, CA Technologies may disclose your registration information to its partner(s) who assist with this presentation. For more information about CA’s practices, please visit the CA Privacy Notice: http://www.ca.com/us/privacy.aspx
  • Beyond Software License Compliance. The Road to Optimization. Beyond Software License Compliance. The Road to Optimization. Larry Shoup, Expert Consultant, IAITAM; Allen Houpt, Senior Advisor, CA Technologies Recorded: Mar 30 2016 47 mins
    It’s been an “interesting” road to software license compliance the past several years. Most would contend the road keeps going. But what’s beyond compliance? How about optimization…a world where your software license and IT infrastructure management are unified to achieve an optimal cost state? This session will take us through the past, present and future of software asset management in a drive to optimization. It will include stops along the way to look at software license compliance, redeployment and utilization, as well as the impacts of hardware and infrastructure on licensing costs. It should be a fun ride!

    DISCLAIMER: In accordance with its Privacy Policy, CA Technologies may disclose your registration information to its partner(s) who assist with this presentation. For more information about CA’s practices, please visit the CA Privacy Notice: http://www.ca.com/us/privacy.aspx
  • The IT Analyst… And You Think You Have it Tough! The IT Analyst… And You Think You Have it Tough! Roy Atkinson, Senior Writer/Analyst, HDI; Jim Blayney, Senior Principle Product Marketing Manager, CA Technologies Recorded: Mar 30 2016 47 mins
    What do service desk analysts do? How do they spend their days? What are their challenges? Take a deep dive into the work of a service desk analyst during this webinar. Drawing on extensive HDI research and his own experience in the role, Roy Atkinson will shed light on the real work of the analyst, including problem-solving, customer service, knowledge management, and navigating the increasingly complex world of IT, Shadow IT, BYOD, and other hurdles.

    • What other tasks are they responsible for?
    • How does their work feed into the other areas of service management (ITSM)?
    • Are the current tools they use making their work simpler, or more complicated?

    Learn how you can optimize your processes and tools to make the life of the analyst better, improving service management and business productivity.

    In accordance with its Privacy Policy, CA Technologies may disclose your registration information to its partner(s) who assist with this presentation. For more information about CA’s practices, please visit the CA Privacy Notice: http://www.ca.com/us/privacy.aspx
  • Transforming to a Knowledge Management Culture Transforming to a Knowledge Management Culture Paul Dooley, Exper/Certified ITSM Instructor, itSMF, Jim Blayney, Senior Principle Product Marketing Manager, CA Technologies Recorded: Mar 30 2016 48 mins
    When it comes to realizing success in today’s era of service desks, the importance of an effective and fully integrated knowledge management solution cannot be underestimated. Making the transformation to a knowledge-driven organization is non-trivial, and takes time. Although culture does not change overnight there has been a cultural shift in the workplace making IT organizations take a fresh look at their knowledge management strategy. There is no denying that today’s majority workforce of tech-savvy, self-sufficient millennials are now driving broader acceptance of knowledge as king.

    So why are IT organizations finding it difficult to overcome these cultural and organizational barriers and implementing a successful knowledge management solution? This presentation will explore six key barriers to transforming to a truly knowledge-based culture, and practical ways you can overcome each.

    In accordance with its Privacy Policy, CA Technologies may disclose your registration information to its partner(s) who assist with this presentation. For more information about CA’s practices, please visit the CA Privacy Notice: http://www.ca.com/us/privacy.aspx
  • Your 2016 Goal: Link ITSM to Human Outcomes Your 2016 Goal: Link ITSM to Human Outcomes Elinor Klavens, Researcher, Service Delivery, Infrastructure & Operations Recorded: Mar 30 2016 46 mins
    Today’s workforce is highly technologically literate, mobile and expects great experiences in each aspect of their working life. Your company's best employees must be able to get their work done anywhere and without interruption. They need more flexibility in how they consume and leverage technology. Your ITSM initiative is not cutting it. ITIL has burdened the support organization with up to 26 different process masters, when what is really needed in your ITSM program are processes which are built for the workforce and enabling their productivity. I&O organizations must look beyond ITSM as we know it today and provide workers with pain-free, productive, personalized, and predictive service.

    During the session you will learn about:
    • The current state of ITSM initiatives
    • Why you should pivot your ITSM agenda towards workforce productivity
    • Frameworks that ensure your actions are linked with valuable employee outcomes

    In accordance with its Privacy Policy, CA Technologies may disclose your registration information to its partner(s) who assist with this presentation. For more information about CA’s practices, please visit the CA Privacy Notice: http://www.ca.com/us/privacy.aspx