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.
The Internet of Things (IoT) is empowering businesses with unprecedented ways to serve customers, rapidly solve problems, and optimize operations. Using IoT, savvy companies are transforming their products to enable the delivery of connected services that deliver new customer experiences and unlock new sources of revenue.
From enabling leaders in agribusiness to increase crop yields, to amplifying connected car innovation, Cisco Jasper Control Center cloud platform powers more than 5,000 companies in dozens of industries. Leveraging learnings from a decade of IoT experience, we’ll look at how real-world businesses are using IoT innovation to capture their share of this multi-billion-dollar opportunity.
- How IoT helps you drive successful business outcomes
- Best practices for accelerating your IoT service business
- Lessons from leaders that can help you work smarter and scale faster
Trend Micro Akdeniz Ülkeleri Kanal Müdürü Mehmet Dağdevirentürk, kendinizi ve firmanızı fidye yazılımlara karşı nasıl koruyacağınızı ve fidye yazılımlarla ilgili son gelişmelerin neler olduğunu sizlerle paylaşıyor. Fidye yazılıma karşı savunmanın sihirli bir formulü yok, ancak en yaygın saldırı yöntemlerini bilmeniz, en iyi korumayı sağlamak için atacağınız öncelikli adımları bilmenizi sağlar. Bu webinarda Trend Micro olarak sizlerle tecrübelerimizi paylaşarak karşılaşabileceğiniz olası risklere karşı planınızı şimdiden oluşturmanız için bir yol haritası sunuyoruz.
Power over Ethernet (PoE) simplifies and reduces installation costs as only one cable needs to be installed, supplying both data and power. This can be useful in older buildings where it’s not easy to install additional power for powering devices that may be ceiling or wall mounted, such as cameras and wireless access points. Devices that typically use PoE are security cameras, access points, and VoIP phones. Join this session and learn best practices for configuration and setup of PoE as well as how to troubleshoot the most common problems you might run into.
Wireless Interference can be the monkey on your back. Without the right tools you could spend hours troubleshooting to no avail. Learn what kind of interference is out there and some tricks of the trade to track down the root cause. Join this session and be armed with best practices around wireless interference.
Blazent's CEO, Charlie Piper and Dan Ortega introduce the company strategy, vision and it's value to customer's and MSP partners. Together, Charlie and Dan describe how Blazent's platform finds the the most accurate data to improve decision manking in IT and beyond.
Today's supply chains are faced with an increasing number of distribution channels, a broader set of suppliers and ever decreasing product cycles. A new approach is required that delivers a step change in agility. MuleSoft's API-led approach delivers up to 200% faster development cycles through leveraging re-usable assets. Join us for a walkthrough of this approach, including a demo of Anypoint Platform and Anypoint B2B.
Hardware or software applicance-based load balancers do not scale horizontally. They often cause configuration delays, overspending, and overprovisioning. Avi Networks leverages the power of central management and insights derived from distributed load balancing resources to provide predictive autoscaling of load balancers as well as application components. Enterprises can eliminate upfront capital costs and adopt an elastic subscription-based model for load balancing. The Avi Vantage platform alleviates operational complexities inherent in buying hardware and managing multiple appliances.
In this webinar learn new best practices for autoscaling load balancers and applications. Learn the flexibility and cost savings achieved through:
• Software-defined L4-L7 services and central management
• Use of commodity x86 servers for load balancing
• Elastic scaling based on real-time traffic that eliminates overprovisioning
• Avoiding CapEx and significantly reduced OpEx
More and more the Service Desk is becoming the focal point of our IT function - if we get this right the business loves us but if we get it wrong ...
The Service Desk has evolved over the last 20 years from being a “nice to have” to a critical support function to the business. Nowadays it’s the normal expectation that there will be someone at the end of the phone / email / portal 24/7 to answer any technical related question we may have, be that a request for equipment to fixing email that is not working etc.
How can we get this right? Join Luci Allen, Head of Operations at Pink Elephant EMEA, as she guides us through the many faces of the Service Desk and gives advice and guidance on just how to get it right.
IT departments are constantly searching for new ways to optimize the speed, quality, and cost of their IT Service Management (ITSM) activities. Surprisingly, one solution that is often overlooked in the optimization process is the increased usage of a discovery tool within a configuration management system (CMS) to be the powerhouse for all ITSM, ITAM, operations analytics, and even network management processes.
This webinar will take a deep dive into the uses of discovery tools and how they can be greater leveraged into all facets of ITSM, ITAM, operations analytics, and network management processes for increased value creation.
Discovery Tools: Why they’re more relevant than ever
ITSM, ITAM, operations analytics, and network management use cases and functions enabled by an integrated Discovery Tool
Examples of successful integrated Discovery Tool usage across all IT processes
HPE Universal Discovery Tool and Applications
Cost vs. quality: It’s a perennial issue in technical service and support. Drive your costs too low, and you risk sacrificing the quality of service. Conversely, if you push quality too high (yes, that’s possible!), then you drive your costs through the roof. Understanding the cost/quality tradeoff is the most critical step toward optimizing your support model.
Using data from more than 300 benchmarks worldwide, Jeff Rumburg will illustrate how top-performing service and support organizations strike an appropriate balance between the cost of service delivery and the quality of support provided. He’ll share simple yet powerful techniques that will enable organizations to pinpoint their position on the cost vs. quality curve, determine if higher (or lower) quality is justified, reduce costs without sacrificing quality, and improve quality without increasing costs.
Finally, he’ll share an interactive scorecard that organizations can use to determine whether service and support has been optimized, and, if it hasn’t, to identify the tangible steps needed to achieve an optimized support model.
You’re already using CA Agile Central at the team level and possibly into the program level. But to effectively increase your speed to market you need to link your team-level work with the business strategy.
Join us on Tuesday, July 19, 11 a.m. PT / 2 p.m. ET, for our webinar: “Igniting Business Agility - The Secret to Connecting PPM Strategy to Agile Execution”. You’ll discover how to:
· Identify and sequence the right investments for the desired business outcomes
· Align agile delivery teams to deliver on those investments
· Leverage a rapid, predictable, high-quality delivery engine to empower nimble business decisions
The days of ensuring each designer has their workstation under their desk is becoming less the norm. Many organizations, particularly media and entertainment as well as architecture and engineering are considering leveraging the cloud to provide workstations to solve common IT problems resulting from big data sets, a dispersed and flexible workforce as well as increasing concern for data security.
Alex Herrera, a senior analyst with Jon Peddie Research, author, and consultant to the world’s leading computer graphics and semiconductor companies will provide guidance on how organizations can develop an IT strategy to deploy and support a secure cloud model, where pay-as-you-go is the norm.
This session will provide valuable insights including:
• Pros and cons of hosting workstations in the cloud
• How to effectively manage workflows
• Differences between private and public clouds
• Key considerations for cloud deployments
Teradici’s CTO will discuss how customers can effectively leverage Teradici PCoIP Workstation Access Software to securely deliver a seamless end user experience from the cloud.
Those who attend the webinar will receive a copy of the slide deck.
Q&A will follow at the end of the session.
What happens when your organization suffers a critical, high-impact incident? Who needs to be involved, and how will you communicate with them? Do you currently have a plan—and how often do you update it?
In this webinar, sponsored by Everbridge, Pete McGarahan and Vincent Geffray will share best practices, case studies, and frameworks for:
• Preparing for your next major incident
• Managing major incidents in your IT organization
• Mapping your critical incident processes
Join us for this interactive and informative hour, complete with audience polls, downloadable resources, and live Q&A.
Almost everyone is undergoing digital transformation, but not everyone knows the right way to do it. In a recent MuleSoft survey, 96 percent of respondents are executing on digital transformation initiatives or planning to do so in the near future. However, the results also showed that just 18 percent of IT decision makers are confident that they will succeed in meeting this year’s digital transformation goals. To do this effectively, IT teams need different skill sets, tools, and more importantly, different mindsets. Join Bill Briggs, CTO at Deloitte, and Ross Mason, Founder and VP of Product Strategy at MuleSoft, to learn how IT can grow beyond “business as usual".
You’re already using CA Project & Portfolio Management to manage your innovation lifecycle and make better strategic decisions. What if you could take that up a notch by adopting agile and connecting your development work to your company’s most important business initiatives?
Join our experts on Tuesday, July 19 at 9 a.m. PT/12 p.m. ET for an insightful webinar, “The Secret to Making PPM Work (with Agile).” You’ll discover how to:
- Prioritize and select the right investments
- Coordinate agile teams to deliver on those investments
- Provide visibility into a fast, predictable, high-quality delivery engine.
Are you a manager in an IT team? Do you have the challenge of running multiple reports, giving quality data back to your colleagues and the rest of the senior managers in your organization? In this 5 minute video we will present you with the tool to deal with these challenges.
In 2015, charitable donations to colleges and universities reached an all-time high of $40.3 billion. As university endowments seek greater returns in a diverse international marketplace, the challenges from investing in funds in high-risk jurisdictions increase exponentially.
Join Kroll Associate Managing Director John Arvanitis and guest Michael A. Lukasek, CPA, Managing Director of the University of Pennsylvania’s Office of Investments, to discuss how to build a world-class compliance program for endowments. Participants in this webinar will gain insights into topics including:
Best practices for vetting and engaging with investments and fund managers in high-risk jurisdictions.
How to establish protocols in preparation for the compliance requirements of the changing regulatory environment.
Three reasons why you join us on July 15
1. Regulatory regimes around the world are evolving and expanding. Higher education endowments must ensure compliance with not only all federal and state laws, but increasingly, foreign regulations as well.
2. Recently, a number of legislative proposals have been advanced that seek to regulate endowment activity and revoke tax-exempt status, leading to heightened scrutiny of and public visibility into endowments and their activities.
3. Expanding into high-return but high-risk jurisdictions can also intensify reputational risks to institutions.
Um im Zeitalter der digitalen Transformation überleben zu können ist eine klare Service Orientierung unabdingbar. Im Fokus steht die zu erbringende Leistung bzw. der Nutzen den sie erzeugt. Die sogenannten „Digital Natives des 21. Jahrhunderts“ wie amazon, Tesla oder airbnb nutzen die Mechanismen des digitalen Zeitalters nicht nur um neue Märkte zu erschließen, sondern auch um nachhaltig die Spielregeln traditioneller Märkte zu verändern.
Wer mithalten möchte, kann nicht mehr dem alt-bewährten Build-to-Order Ansatz folgen. Überleben werden jene Unternehmen, die es schaffen, Services schnell, agil und kostengünstig zu produzieren. Über Jahre gewachsene, hybride IT Landschaften machen die Umsetzung dieser Aufgabe aber nicht leichter.
Lernen Sie in diesem Webcast, was sich hinter „Service Design Thinking“ verbirgt und welchen Weg es gibt, um diese Herausforderungen erfolgreich zu meistern.
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.
The best network management teams have 7 habits in common. In this webinar, Mike Pennacchi of Network Protocol Specialists, will share 2 of the practices that separate the good from the great including:
-What keeps people from documenting and validating
-The risks and drawbacks of not doing these tasks
-What should be included in documentation
-Simplify these tasks using an OptiView XG
Stop saying ‘we should’ and go from good to great!
Manny Segarra, Agile Coach at HOSTING, will dive into a discussion on the benefits that values have on company culture. During the webinar, Manny will hit on a few key benefits of incorporating more accountability and respect into your everyday office practices, including:
-Building a stronger work culture, not just a stronger environment
-Creating a more agile team
Every time you turn around, you hear about yet another organization’s successful Agile transformation – so what are you waiting for? Join Andy Jordan, ProjectManagement.com as he discusses the benefits of Agile (even if your organization is predominantly waterfall-focused) and how you can help get your organization on the path to Agile success. By attending, you will gain practical knowledge on how to help your organization quickly and confidently respond to change, deliver value faster than your competition, and build high-quality products - that your customers really want!
This session is approved for 1 Project Management Institute (PMI) PMP Credit.
The 2.4GHz ISM band has been the foundation of Wireless LAN technology for nearly two decades. With few exceptions, the 2.4GHz band is nearly (or completely) saturated with Wi-Fi and modulated and unmodulated interference sources almost everywhere. It’s for this reason that regulatory authorities like the FCC have begun making more spectrum available in the 5GHz UNII bands. If the myriad of respected analyst firms, who are all predicting the same 30+ billion always-connected devices by 2020, are correct then the 2.4GHz band will go from merely saturated to completely unusable in a very short time. Phenomena like BYOD and IoT will force Wi-Fi connectivity in homes and enterprises to move to 5GHz bands for a reasonable user experience.
Join Rodney Landrum, Consulting Services Manager at Ntirety, a division of HOSTING, as he demonstrates the various reports available for SQL Server database security and compliance, both scheduled and automated. During the webinar, Rodney will be showing how to:
- Monitor changes to activity as the schema/table, code, database and instance level
- Review user and role security and reporting (meets SOX compliance needs)
- Capture and report on user access and modification of data down to the column level
- Uncover security weaknesses
Increasingly, high-profile data breaches are tracked to compromised third-parties or privileged accounts, which is often the attack pathway taken by cyber criminals. Privileged account credentials with connections to valuable systems give hackers access to critical systems without triggering any alarms, making those people and roles ideal targets. This webinar will offer insight into results from Bomgar’s groundbreaking research on why third-party vulnerabilities exist, and offer solutions for what companies can do to increase their security posture and mitigate the threat from third-party access.
Monitoring tools have always been there. Other sources also provide useful information to calculate availability and performance of IT Services.
However, not always that data contributes to provide real insight of the health of IT Services and their impact in business.
This session presents new trends in the monitoring, aggregation and automation of service availability, service capacity and service level monitoring, aligned with ISO 20000 requirements and ITIL best practices.
In 45 minutes we’ll cover:
- Service monitoring needs according to ITIL and ISO 20000
- ITSM vs BSM, aligning IT with the business
- Real-time, historical and predictive monitoring
- Different approaches to service monitoring
- New trends in service monitoring, dashboards and reports
- How to learn more
- Tips on how to get started
How do you know you are on course?
How do you know your Agile is making things faster?
How do you know your ITSM is making things safer?
How do you know your lean is making things better?
How do you judge whether you are improving or getting feedback at the right time and for the right purpose?
How do you know feedback is being used?
DevOps is there is help guide you on WHY you want to use metrics that are key and what these metrics will help you change. DevOps challenges you you to use them wisely though and this in itself is a cultural shift. Metrics drives collaboration and communication. Learn more via this session on how Key Indicators of Performance can help your idea to realisation (development of an idea until it goes operational) lifecycle.
According to Forrester Research, Exceptional Customer Service in 2016 demands customer obsession.
Unfortunately, most High Tech companies approach customer service management backwards today – starting with reactive, ticket-oriented Customer Service Management (CSM) systems rather than comprehensive, interconnected data management.
There’s a better way! Join Acorio’s Director of Product & Innovation, Adam Mason, as he leads an expert panel to demystify CSM and breaks down the right way to approach your ServiceNow CSM technology.
- Make the your CSM process as high tech as your products, and save money as a result
- Get a few quick tweaks to improve CSAT scores
- Learn how other high tech peers approach customer support
Join the best in the ServiceNow business as our experts show you how to make your CSM process a simple, well-oiled machine.
Since IT is primarily “Knowledge Work” it’s critical we understand our productivity vs. the value we create. Time is the key factor in calculating productivity. It is also important to know what value-added vs. non-value activities consume our time.
Leading organizations are tapping into a new Lean IT measurement model to better understand how to measure throughput, efficiency, effectiveness and quality of ITSM services.
There are three common measurement constraints:
1. What to measure for value creation, alignment and operational excellence.
2. Interpreting results. Many lack the skills and methods required to analyze metrics data to support corrective or preventative action.
3. Getting/trusting data. Underlying data collections systems are not designed to support analytical methods required for management decision making and/or are not trustworthy.
This session is about how savvy IT managers are implementing a new Lean IT monitoring and metrics and ITSM.
In 45 minutes we’ll cover:
What’s Lean all about
How Lean maximizes customer value by minimizing waste
Critical to quality measurement for ITSM
Value stream mapping technique
Lean ITSM value stream metrics
Interpreting result with examples of non-value activities (waste)
How to get trustworthy data
How to learn more
How to get started for no cost
Does your organization practice portfolio management? Do you feel there’s still an opportunity to do things better? If so, or if you haven’t yet committed to portfolio management, this webinar is for you. Industry expert Andy Jordan will explain the concept of portfolio driven organizations, a response to existing portfolio management falling short of expectations. Among other topics covered will be:
•The portfolio driven concept
•Building an integrated planning and delivery organization
•The role of the PMO
•How to make it happen
Don’t miss this chance to gain a competitive advantage on your rivals, join us for this webinar and get access to leading edge thinking on portfolio management and practical steps to making it happen in your organization.
Configuration management is about what you have, but in order to produce better business outcomes, it should also help you understand what your configuration items (CIs) are doing. To better manage IT services, you should know:
• Detailed information about your CIs
• Services those items support
• How CIs relate to each other and to your services
In this webinar, ITSM consultant Ryan Ogilvie and BMC’s Joy Su, on behalf of BMC partner RightStar Systems, will provide you with the reasons and the ways in which your asset discovery efforts can lead to a better understanding of your systems and services.
The latest edition of the annual Webroot Threat Brief revealed that 97% of malware is unique to a specific endpoint, rendering static signature-database security virtually useless. The data collected by Webroot clearly shows that today’s threats are truly global and highly dynamic. Many attacks are staged, delivered, and terminated within a matter of hours, or even minutes, having harvested user credentials and other sensitive information. With the move to polymorphism as the norm and other malware trends, it is more apparent than ever that organizations upgrade their security postures with next-generation endpoint protection and real-time, highly accurate threat intelligence to protect themselves, their users, and their customers from cybercriminal activity. Join this webinar to learn more about the Threat Landscape including file, mobile, web, phishing and IP based threats.
Chat is an excellent channel to improve service desk productivity, but when dealing with complex issues, it’s sometimes not enough. If your chat solution is implemented in a standalone silo, then customers may have to transfer to phone support when their issues go beyond the point of text, resulting in a disjointed customer experience. But if the chat transitions directly into a screen-sharing session, the support agent can instantly see and resolve the issue while maintaining a seamless conversation. This session will outline how to increase the value and power of chat through integrating it with other solutions such as remote support, knowledge bases, CRM and more. Turn your service desk into a one-stop-shop with a modern, integrated approach to support.
In the age of the customer, if you are not fast and easy, you will be replaced!
Insurance companies today are soon to witness their own version of Uberization. Uber, an e-hailer is now alarmingly disrupting a 400 year old industry with more that 1 million cab rides every day. Their most important ingredient is their vocal and active customer base who returns time and again because they know they are being heard.
For insurers to become a ‘word of mouth’ hero in the crowded and price sensitive insurance market, they must treat CX as a business priority to meet the expectations of a digitally savvy customer base.
In this webcast, Finny Chellakumar, the Digital Business Head at Aspire Systems will walk you through a few interesting CX strategies that can be borrowed from Uber to make your insurance firm more customer centric. What are you about to learn?
•The kind of experiences that can stir instant customer love and loyalty
•With customer data everywhere, how can you wisely give your customers the power of decision making?
•Top 3 reasons on why customers break up with their insurance providers
To get an overview on how you can uber-revolutionize your CX, join Finny on this webinar.
To be a high performing business, you require effective metrics and measurements that will help you gain valuable performance insights which will help drive informed and strategic decisions for your organization. Join Andy Jordan, ProjectManagement.com as he discusses what people are doing wrong when it comes to Agile metrics and provide guidance on how to get it right – the first time. Andy will also discuss the risks of using common metrics between Agile and waterfall approaches as well as why organizations need to focus on value-based metrics rather than arbitrary metrics of progress.
This session is approved for 1 Project Management Institute (PMI) PMP PDU Credit.
Load balancers occupy an important position (in the path of application traffic) on the enterprise network. Yet, traditional application delivery controllers (ADCs) are unable to provide meaningful application insights to drive business decisions. Avi Networks’ software-defined architecture for load balancing separates the control plane (management layer) from the data plane (load balancers) to generate continuous insights about applications.
In this 30 minute presentation from Avi Networks, learn how you can get rich analytics and actionable insights into end user experience, application performance, resource utilization, security, and anomalous behavior. See how you can benefit from:
• A “Network DVR” to record and replay traffic events to pinpoint app issues
• At-a-glance view of all virtual services throughout the system
• Real-time visibility into DDoS attacks, SSL versions and ciphers used in transactions
• Health scores that give you immediate feedback on application performance
HEAT LANrev was Highly Commended in the recent Computing Vendor Excellence Awards in London - Mobile Management category.
With the fragmentation of technology platforms and proliferation of mobile devices organisations today need a unified management approach for smart connected devices. Join this session to learn how HEAT LANrev can provide end to end multi-platform support for Windows, Mac, Linux, iOS and Android.
Some DevOps aficionados will say that they are not as involved in the Cloud or Cloud based initiatives. If your company is undergoing any type of Digital Transformation the cloud is at the epicenter. A critical success factor is creating a cohesive cloud strategy and platform that automates what needs to automated, eliminates what is unnecessary, and focuses on results. Join Jeanne Morain and her special guests as they provide best practices and prescriptive guidance for designing your cloud strategy around your company's strategy not vice versa.
Every organization’s Agile transformation is different, however there are key landmines that can cause an organization’s Agile transformation to struggle. Join Andy Jordan, ProjectManagement.com as he discusses how you can avoid seven common Agile transformation mistakes and put your organization on the right path with Agile.
This session is approved for 1 Project Management Institute (PMI) PMP PDU Credit.