Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.
We heard some pretty heady stuff today and, not surprisingly, there is significant change on the horizon. Smart people, new concepts, new perspectives, new ideas and even some very different takes on the old way of doing IT. Join Eric Hille of CA and George Spalding of Pink Elephant as they recap, rework, slice, dice and dissect what we learned today and try to extract the essence of just where ITSM is headed in the near term. Stay Tuned!
Consumer demands continue to evolve, and many consumer habits are now infiltrating the enterprise. IT service providers face challenges in recognizing and meeting these new demands. IT service providers that evolve their service and support models to become more consumer-centric can deliver service experiences that facilitate real business outcomes and help create a culture of enablement and innovation.
Like a cat and a dog? Well, not quite. ITAM and ITSM processes may be different, but are really complementary. Typically, these two disciplines are implemented in separate areas of the organization with entirely different business objectives, with ITAM being seen as a finance function and ITSM as a technical and operations function.
In this informative session, join Jenny Schuchert of IAITAM and Eric Feldman of CA Technologies as they explain how the interaction of ITSM processes such as incident, problem, change and request management with ITAM functions such as vendor, contract, procurement, license, and software asset management help your organization deliver services more efficiently, and help IT become the business productivity engine.
Seemingly overnight millions of workers are using smartphones and tablets on a daily basis. The rapidly growing use of these devices greatly impacts user expectations of service and needs to be reflected in IT service management and support strategies. This session describes ways IT organizations can leverage mobile technologies to deliver a positive and empowering service and support experience to their customers and to increase the productivity of both their customers and the entire IT support organization.
Businesses and institutions are putting increased pressure on IT in general and the support center in particular to demonstrate real value. Because of the ease and availability of cloud-based solutions and managed service organizations, businesses are examining their alternatives and seeking the best value for their investments. To address the need to show value, some support centers have made changes to their staff, their tools and their metrics, while many have not. This webinar will discuss the changes being made, some of the successes and failures reported by support centers, and will point some ways to improve both the function and the perception of the support center in the larger organization, including better marketing of support and better alignment to organizational strategy.
While IT organizations find themselves challenged to transform to deliver value, IT Service Management must similarly evolve to address a more dynamic, consumer-driven universe—in which IT services are increasingly becoming definers for business and organizational effectiveness. This webinar will address changes in ITSM-related technologies from SaaS, to analytics and automation, to mobile, with an eye to cloud, agile and other industry trends. It will also address the changing role of the service desk as ITSM, IT Operations, and application development increasingly inhabit common ground. Takeaways will include criteria for evaluating ITSM-related software, as well as insights into how to advance in levels of service management maturity.
The age of the customer is upon us and expectations on customer experience are only increasing. For the IT Service Desk, there is growing distance between what the business expects from their IT experience and how IT delivers that service. Forrester Senior Analyst, Amy DeMartine, will cover trends affecting the service desk, examples on how to change the service desk approach by focusing on customer experience and research about 12 firms that have transformed their service desk experience. Come find out how others are increasing customer experience and setting the IT Service Desk on fire.
Wir geben Ihnen einen Überblick über Best Practices im Enterprise-Mobility-Management. Diskutieren Sie Ihre Fragen zum Thema und erfahren Sie unter anderem wie Businessressourcen mit Hilfe einer Enterprise-Mobility-Management-Software-Lösung (EMM) leicht zugänglich, zuverlässig sowie hoch-verfügbar gemacht werden können.
Join us for a 30-minute live session every Friday, where we’ll tour the RingCentral interface, discuss the latest innovations and features available on the RingCentral platform, and share best practices on leveraging cloud communications for your business. This session features a live demo of RingCentral Office and an open Q&A session led by a Sales Engineer. This week tune in and learn how your employees can hold multi-point HD video meetings around the world, anytime and anywhere with RingCentral Meetings.
There are many organizations who consider the service desk as a fully operational area which adds no value as such, in fact, they think that the service Desk is there to “repair” or “fix” things and that’s it. For the past six years Mauricio Corona has been conducting a scientific research within Service Desks and other departments in order to answer a detailed question. Does the service desk can provide value to the business? To answer this question, the ITIL process Incident management and the function Service Desk were translated into variables and, at the same time, were measured against business alignment dimensions.The findings were surprising, the Incident and Service Desk variables not only showed that there is a positive correlation with business alignment dimensions, they showed too that they can improve the business operations and value generation when the Service Desk is mature
(The webinar will be hosted in Danish)
Many companies run loyalty programs for their customers. Customers in the programs receive discounts and special offers in return for doing business with you. In Denmark the amount of loyalty programs has seen a significant increase – resulting in a highly competitive market. Customers are churning from the programs. The cross sell and up sell revenue from these programs are declining – while the cost for aintaining the programs is increasing. Often customers develop a fatique an immunity to marketing initiatives in the program because they are treated with a one-size fit all message.
We can improve all of the above by intelligently looking at the cross sell and churn
patterns of your customer base. This allow us to focus retention efforts on customers
with a high Customer Life Time Value and a high propensity to churn.
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This webinar will discuss ITSM tools and how they are being used beyond IT. We'll have vendors present to discuss how their tools transcend not just IT, but HR, Maintenance, Supply Chain Management, etc.
BMC Software, CA Technologies, Cherwell Software and Fruition will be present.
In this Web Event we will share three business use cases for a chargeback solution for situations like:
• The end user which uses private or hybrid service and needs to know their Cloud costs as well as the consumption
• A budget/department manager who needs to closely monitor their staff Cloud services and costs
• An IT Cloud service architect who needs to monitor demand and costs in order to suggest price changes or introduce new services
We will show how chargeback and show back help recover costs for IT resources, how role-based control drives cost transparency and how this simple solution is key to chargeback success and buy-in from business users and IT administrators.
Today’s IT consumers want to answer their own questions, resolve their own issues and make their own requests. They love to interact with others and they expect Immediate action and results. With Service Management increasingly becoming the “face of IT”, IT organizations must respond or become obsolete. IT must deliver a unified user experience, anywhere, anytime, on any device, that users actually look forward to using. In this webcast, learn about the role that mobility, social media and self-service play in meeting today’s ”service expectations” of IT and its consumers and the resulting increased productivity and user satisfaction, and improved perception of IT.
As tales of a brave new world for Service Management brought in by technology once more starts to fill column-inches, it is necessary to review their validity and what it takes to bring them to life in your company.
Good practice frameworks and their consultants tell us that our processes precede the tool. After all: “A fool with a tool is still a fool.”
Practitioners know it seldom works this way. We often don’t know what we want. We don’t have enough data to justify a particular process or process improvement. Our requirements are changing constantly, and past preferences are outdated.
The solution is simple: ignore the consultants, and be willing to adapt to the tool. This doesn’t mean caving in to the tool vendor. This presentation will provide plenty of advice on implementing, improving, and getting the most of your tool, based on years of implementing and managing ITSM automation tools for dozens of organizations in every industry with multiple tools.
Workload Automation (WA) evoluiu de uma disciplina desenvolvida isoladamente, focada na visão de Jobs Batchs estáticos, para uma abordagem de controle central e proativo das atividades das empresas com uma visão de negócios orientada a serviços e aplicações. As cargas de trabalho são agora parte do catálogo de serviços das empresas, trabalhando em conjunto com soluções de automação de gestão e soluções de automação, fazendo com que as aplicações existentes executem de forma mais eficiência, acelerando a entrega de novas aplicações atendendo com maior agilidade as necessidades de negócios.
A ascensão das necessidade de "Cloud Computing", abre um novo mundo de possibilidades para o Workload Automation. Soluções de nuvens privadas, públicas e híbridas, são opções novas para execução de trabalho das empresas de forma mais eficiente, flexível e confiável. Mudando dinamicamente as cargas de trabalho para o lugar onde possam ser executadas de forma mais eficiente e em qualquer lugar, constituindo um passo significativo em direção a otimização de recursos.
WA não pode mais ser visto como uma simples ferramenta de infra-estrutura, constitui um ativo estratégico importante. A solução de automação da CA Technologies, possui todos os componentes necessários para tornar os processos de WA um verdadeiro diferencial para sua empresa.
We all have our preferences when it comes to what type of car we drive. The reality is that a manual and automatic are equally good so it depends on what you are after. The same applies to IT Service Management. In today’s cost-cutting approach to business, it is easy to assume that an ‘automate everything’ approach is the way to go. But can automation be too much? Can customer service suffers? This session will look at considerations that should be accounted for when developing a strategy to automate services.
Based on the popular How to Implement and Mature Basic ITIL Change Management blog series on ITSMTransition.com, Greg Sanker presents a proven approach to start and mature basic Change Management. He shows how starting small, engaging staff, and maturing in logical steps maximizes the business value of your Change Management program.
Greg Sanker is an ITSM practitioner with endless passion for Excellence. He blogs about Enabling Excellence in IT Service Management at ITSMTransition.com
His expertise includes IT Service Management, Network and IT Operations Management, and Organizational Management of Change.
IT professionals who are responsible to deliver IT services to the business, protect the enterprise, secure the data, and deliver reliable services are being challenged with the plethora of consumer-grade technologies that are being brought into the workplace, management of Cloud and SaaS solutions, BYO programs, and many other Disruptive Trends. Service Management processes and supporting technologies must evolve, and quickly, to keep pace with the business. In addition, how IT delivers these services to the business must change, impacting the Service Desk and Portals. Join host Andrew Harsch, Director of Portfolio marketing and his guests; Chris Orr, VP Solution Architecture and Ed Vaccaro, VP Product Management at Unisys ITSM, on how to move from the theory of great support to an actionable plan to modernize the service management framework.
IT Service Management is all about on-boarding, delivering and managing “services”. This session will discuss the automation opportunities around a seamless service on-boarding process. Whether you are delivering IT as a Service (IaaS), Platform as a Service, or Software as a Service the process, the ability to reach maturity for regarding demand and supply of services, depends a great deal on the level and quality of automation that aligns closely with processes to deliver service value. We will discuss Service Information Systems, data driven approaches via Configuration Management Systems and automated provisioning or orchestration systems.