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IT Service Management

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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.
  • Join us this week for a special 30-minute live session on how RingCentral integrates with Zendesk for improved workflow and increased productivity.

    Tune in every Friday for RingCentral Live. 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 also features a live demo of RingCentral Office and an open Q&A session led by a Sales Engineer.
  • Sutter Health is a not-for-profit health system serving more than 100 communities in Northern California. Each year its 5,000 physicians care for more than 10 million outpatient visits and discharge more than 200,000 in-patients.

    As healthcare systems transition from “fee for service” to “fee for value” reimbursement models, there is an increasing focus to drive down 30-day re-admission rates, particularly for high risk patients. To this end, Sutter Health is piloting Project RED (Re-engineered Discharge) which leverages predictive analytics to identify high-risk patients and then prescribes alternative discharge workflows aimed at lowering the risk of re-admission.

    Join us as Kristen Wilson-Jones, Sutter RD&D CTO, shares how Sutter Health has leveraged MuleSoft’s Anypoint Platform in an orchestrated plecosystem of technologies to power Project RED by enabling real-time patient risk scoring, clinical workflow management and bi-directional integration with Epic.

    Topics covered
    -------------------
    + How Sutter Health is lowering 30-day re-admission rates by re-engineeing clinical workflows
    + The need for connectivity to enable workflow re-design
    + Best practice in moving from an application-centric to a data object-centric connectivity approach
  • Link-Solutions is comprised of hand-held test and cloud based reporting. On the hand-held test side LinkSprinter and LinkRunner AT perform varying levels of testing capability but both offer automated reporting to the same Link-Live Cloud Service. Within the Link-Live Cloud Service dashboard you’ll see every test appear on the dashboard as it occurs providing better job visibility and project control as you can easily keep track of who is testing what, where and when. Attend this webcast to find out how this adaptable toolset can help your organization
  • To realize the full benefits of the cloud, you must choose a cloud that fits your needs and supports your organization’s cloud workloads. In this webinar, we will discuss the results of a Forrester Consulting study that show why capacity management is essential to your cloud transformation strategy. You will learn how capacity optimization tools manage workloads in the cloud and help you:

    • Gain visibility into capacity utilization at the resource, service, and business level.
    • Support timely decision-making on IT investments.
    • Increase agility, reduce IT costs, and minimize risks.

    Learn how capacity management will help you understand and optimize your environment to support effective decision-making aligned to business priorities.
  • This webinar will show you how we used some specific tools and techniques to identify where problem management was failing and how a poor incident management process was the root cause.
  • Gartner has predicted 18-20% growth in SaaS market, and expects it to hit US $22.1 billion by the year 2015. They have also measured that SaaS adoption rate has increased many fold in the last few years (almost 71% of enterprises use SaaS solutions).

    SaaS has come a long way from “hype” to “norm”. The key to this change is the confidence that has been built by the cloud/SaaS community by providing enterprise class security. Since, SaaS model of delivery has become a defacto standard of delivering products it’s critical for software providers to ensure that their SaaS product meets the required industry security standards. In this webinar, we will address the security aspects related to architecture, deployment and management of SaaS solutions.

    Key Takeaways:
    • Security considerations in each of the architecture layers
    • Data isolation risks and mitigation plans
    • Overview of CWE/SANS and OWASP Security threats
    • Data retention and termination policies
    • Infrastructure and cloud related security risks and solutions
  • Ineffective new product development (NPD) pipeline management is a condition that affects many organizations looking for sustainable results from their new product efforts. In most cases, organizations struggle to understand what the symptoms they experience are telling them about their pipeline, and how to focus their energy on initiatives that will make the most impact. In this webcast, CA and Kalypso will review the most common indicators of a faulty NPD process and help diagnose the causes.

    Attendees will learn:
    - The common pain points and symptoms that indicate poor NPD pipeline management
    - Why organizations experience these symptoms, and the underlying causes that produce these pains
    - How to tailor portfolio management principles to treat the symptoms of poor NPD pipeline management, including example that illustrates how portfolio management can drive sustainable results
  • Resolving an incident can be a complex process that takes a lot of time and many people. According to the 2014 State of On-Call Report, most teams report that it takes 10-30 minutes to resolve an incident and on average, 5 people are needed to help with resolution.

    But it doesn’t have to be that way. In this webinar, Jason Hand will present best practices and tips for surviving every stage of the firefight - from when an alert comes in to pulling reports after it’s over. Join us to see how we do it at VictorOps.
  • There are more costs to your phone system than you think. From capital expenditures to software upgrades, your phone system could be costing you. Join Matt McGinnis, Senior Director of Product Marketing at RingCentral, as he discusses the total cost of ownership (TCO) of an on-premise phone system and how you can see up to a 70% savings on your phone bill.
  • 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 about how RingCentral integrates with Google Gmail, Calendar, Docs and more.
  • The recent (well within last few years) usage of Agile project management approach to deliver business driven requirements faster has presented a few issues to IT Service Management and in particular the integration with ITIL processes. Agile practitioners say of their methodology that it is lean, adaptive, delivering fast and relevant results for the customer through rapid development. In direct contrast, the ITIL practitioner will seek security, availability and stability of a Service through the control and management of change and risk to the live (production) environment. This webinar looks to introduce some of the issues and perhaps suggest some ways to overcome them.
  • A lack of manpower and a dearth of resources are often major obstacles for organizations striving to achieve and maintain HIPAA and/or PCI compliance. Compliance guidelines are complex and difficult to decipher, even for the most experienced IT professionals. Recent headlines regarding unprecedented security and compliance breaches are causing companies to examine compliance-as-a-service (CaaS) solutions offered by cloud providers. But with the myriad of options available, it’s difficult for companies to discern which CaaS best fits their needs.

    Join Johan Hybinette, HOSTING Chief Information Security Officer (CISO), as he discusses the benefits and risks associated with CaaS. Drawing upon his 20+ years’ of experience in information security and compliance, Johan will also offer tips for selecting the right CaaS for your business. Bring your questions and leave with the information you need to confidently invest in a CaaS solution.
  • Predictive Modeling of Wi-Fi networks is an efficient and cost-effective way to determine ideal quantity, placement, and configuration of APs for optimal security, performance, and compliance. The accuracy of predictive modeling software tools is determined both by the quality of the predictive modeling tool and by the accuracy of the data entered into the tool by the user.

    There is now a process by which to gather accurate wall loss data to ensure optimal output accuracy of predictive modeling software, such as AirMagnet’s Planner. The data gathering process involves measurement of wall loss within facilities, but there’s a bit more to the process than one might initially expect.

    Attend this webinar to understand the tools and process required to optimize your predictive models for maximum accuracy.
  • Continual Service Improvement (CSI) - Keeping it all together to make CSI thrive addresses the many elements that perish a CSI plan, program and process. Many organizations are struggling with maintaining an effective CSI process to implement improvements that align with the business priority, manages cost effectively and delivers value. Thriving in CSI addresses the most important elements to succeeding in CSI that are simplified shifts to making CSI work in your organization.

    • Addressing the complications, struggles and obstacles of successful CSI.
    • Setting up CSI with ITIL® is like setting up a store with no inventory.
    • The "PPTC"—People, Process, and Technology Connection to empower the organization to improve.
    • Ways to keeping CSI intact to make it thrive.
  • Why invest time, effort, and political capital to adopt DevOps and PaaS? Chris will compare PaaS capabilities and benefits against IaaS++ Clouds, and describe how tactically extending DevOps processes to Cloud environments accelerates business agility. During the last seven years, DevOps and PaaS have moved from curiosity to mandate. Do the disciplines have a clear future and obtainable payback, or will mainstream adopters become disillusioned by complexity and fragility. In this session, you will learn:

    •DevOps and PaaS capabilities and benefits
    •How DevOps and PaaS work together to accelerate software delivery
    •Today’s case study success stories
    •The future of PaaS and DevOps

    Chris Haddad is an industry thought leader, hands-on practitioner, and SaaS pioneer. Chris has led many successful startup software teams who used agile best practices, rapid iterations, and emerging architecture components to eclipse incumbent providers. He has advised Fortune 500, Global 2000 organizations, and valley startups on software strategies, roadmaps, and best practices. Chris has led the application platform and data management research teams at Gartner, and is an accomplished conference speaker (Gartner Catalyst, SOA Symposium, WSO2Con, and more) whose goal is to make you and your team successful. Chris has written for TechWell.com, OpenSource.com, InfoQ, and GigaOm.
  • Mobile apps present a unique challenge for e-commerce merchants. Not only do they need to positively engage your customers, they must also generate revenue for your company. 

    So what keeps customers happy and coming back for more? Apps that support the on-the-go lifestyle and are engaging enough to keep users interested for the long term.

    In this webinar, 5 Tips to make sure customers transact with your app, we'll provide a clear roadmap for success that focuses on specific dos and don'ts, including:

    - DO NOT be insensitive to data privacy concerns
    - Do pay close attention balancing functionality with download speed
  • A picture is worth a thousand words, so they say. So what type of picture do you have around your disciplines of incident and problem management? Can you see the trends? Can you identify areas for improvements in speed, costs and user experience?

    In this session we will discuss some of the results of shifting left and also skipping right to create a dynamic service environment based upon both industry best practices and actionable data.

    We will also look at some of the methods and improvements to the Edge SaaS ITSM tool that you can utilize to improve this strategic area of the service desk and IT operations management.

    Some of the topics we will cover include:

    - How to leverage templates to increase the speed of ticket creation
    - Proper alignment between services and SLAs
    - Using service notifications to improve messaging and brand
    - Creating a problem investigation from an incident
    - Developing a process around which incidents should become problems
  • Enterprises still don’t trust the cloud for their sensitive workloads. Are their concerns reasonable? Are they inevitable? In this briefing, Frost & Sullivan examines perceptions and realities associated with cloud security and recommends ways to mitigate risk.

    Why You Should Attend:
    • Understand the “risk premium” ascribed to the cloud versus the private data center.
    • Learn why the cloud requires new processes for governance and compliance.
    • Hear why traditional security approaches, such as asset protection, are not relevant to a cloud environment.
    • Understand how to build a holistic approach to cloud security.
  • Following a well-designed Incident Management process is crucial element of what is often referred to as the “Iron Triangle” for IT Service Management. In fact, this process “iron triangle” is “table stakes” for any IT organization—it is not a “nice to have”! Businesses expect their IT organizations to be able to consistently and effectively handle Incidents as well as Requests and Changes. Most organizations start their ITSM journeys by implementing the “iron triangle”, but because they’ve not taken the time to develop their Service Catalog, these critical processes are usually implemented from an IT perspective. So how could having a Service Catalog before implementing Incident Management help? Join Doug Tedder as he discusses five PDG (Pretty Darn Good) ways the Service Catalog enhances Incident Management.
  • Are you looking for best practices for integrating and implementing solutions more quickly and gaining control over spend, performance and risk? The IT4IT ™ Forum of The Open Group is working to establish open standards for managing the business of IT.

    The IT4IT Reference Architecture provides the missing link between industry standard best practices and technology solutions. It provides a foundation for the IT operating model and a blueprint for accelerating IT’s transition to becoming a service broker to the business.

    Come learn more about this holistic approach that spans the entire IT lifecycle, with an emphasis on IT Operations.
  • With savings of up to 80% and a typical project payback time less than 18 months, it’s no wonder that electronic invoicing is growing at a healthy double-digit rate annually. And while it’s easy to become transfixed by these glowing numbers, it’s important to understand the existing regional differences and the drivers for future development so that you can align your strategy appropriately.

    In this first part of our electronic invoicing series, Veikko Lindberg, Consultant at Liaison Technologies, explores the past, present, and future of e-invoicing.

    You’ll learn:

    • The differences in legislation and market conditions across regions that have shaped—and will continue to shape—e-invoicing around the world
    • Categorization of e-invoicing and the models through which it has developed
    • Development paths for the future—where are we going from here?