IT Service Management

Community information
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 for a live demo of RingCentral’s flexible, scalable, secure, and reliable cloud communications solution. A sales engineer will walk you through the features that have made RingCentral the choice for 300,000 business customers.

    You’ll see the RingCentral interface, learn best practices for using cloud communications including how to empower your mobile workers, and see how integrations with key business systems aid productivity.

    Get your questions answered in an open Q&A session.

    Tune in every Friday for RingCentral Live. You’ll see the latest innovations and features available on the RingCentral platform and best practices for leveraging cloud communications in your business.
  • Network Troubleshooting can be time-consuming without a structured approach to assessing the issue. Mike Pennacchi of Network Protocol Specialists LLC will discuss HOW to take a structured approach for quicker analysis. Avoid lucky guesses using the ‘let’s try this’ or ‘that should fix it’ methods.

    Mike will take you through the process of assessing a problem, how to quickly isolate the root, and validate your fix to ensure the problem is resolved.
  • There are many myths that project managers and executives simply accept about project management. Dates are mandated. Project managers own the project. Resources are unlimited. On the other side, there are many excuses such as things will never change here. You don’t understand our corporate culture. Our organization can’t work like that. If you have heard any of this or believe any of this, than this session is perfect for you. Come hear world renowned speaker Rick A. Morris, President of R2 Consulting, LLC Mythbust Project Management for you! Rick is an expert in down to earth delivery of simple and executable tips and tricks to get you on a path of powerful change! In a quick hour, walk away with some simple facts and stories that can change the way you think about project management.
  • Join Liaison Solutions Engineer William Gilchrist and Liaison's partner Bonnie Kucharski with NewEDI as they provide an overview of the critical aspects of B2B integration that can make or break your business, and provides best practices for each:

    •Trading partner on-boarding
    •Managing Documentation
    •Integrating with the back-office
    •Business Rules & Mapping
    •Testing
    •Acknowledgements, Auditing & Reporting
  • Willbros, a leading infrastructure contractor serving the oil and gas industry, leverages Amazon Web Services (AWS) and Trend Micro Deep Security to quickly design and deploy agile, secure cloud solutions to protect their vital data. Moving to AWS allows organizations to leave their infrastructure behind and start fresh – architecting for flexibility and scalability. However, bottlenecks are created when traditional on-premises security approaches and tools are used. Learn how Willbros unleashed innovation in the energy industry by taking a greenfield approach to security in AWS. Attend this practical webinar by AWS, Trend Micro and Willbros to learn how you can design a flexible, agile architecture that meets compliance requirements and protects your most valuable asset – your data. Jason Cradit from Willbros will share their experience on how they achieved building robust and secure pipeline management systems in the cloud.

    In this webinar you’ll learn how to:
    - Architect a secure application using a combination of AWS services, Trend Micro services, and configurations
    - Understand how host-based protection improves application security, as well as agility and flexibility
    - How to protect workloads from attack, without hampering performance
  • Unlike the service desk, which has been extensively benchmarked over the past two decades, desktop support benchmarking is a relatively recent trend. As a result, many support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend in desktop support and even fewer are aware of what constitutes acceptable performance. In this session, Jeff Rumburg will share the results of MetricNet’s 2014 Global Benchmarking Initiative for Desktop Support, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.
  • For successful implementation its important to prepare and plan ahead - often there will be organisational changes needed and a good communications plan. Also you need to think carefully about data inputs and outputs - there are many decisions to make and hopefully not just on the day the vendor shows up..! This session provides practical tips and guidance on how to make the most of your tool set implementation
  • “I just write the code and throw it over the wall. It’s up to Ops to make it work” -- when Devs care only about coding, Ops and customers suffer.

    “It’s not my job to test code. If there’s a problem, talk to QA.” -- when Ops care only about stability, innovation and customers suffer.

    DevOps represents cultural change. Whether it’s the change of resistant engineers that don’t want to be on-call or the change of Operations teams to have more empathy towards their counterparts writing code, to the willingness of executives to embrace a culture of automation, measurement and sharing. Organizations must overcome the culture war to be able to approach the agility and productivity that organizations following a DevOps model gain. The faster they can get there, the faster these organizations can take the competitive edge away from traditional enterprises.

    In this webinar, featuring guest Forrester Research principal analyst Kurt Bittner, we will look at:
    - The current state of organizations - a separation of Devs and Ops
    - The how of DevOps - DevOps is a culture, not a product
    - The benefits of DevOps - happier customers

    As part of our panel discussion, we will answer the following questions to help you get started building a DevOps culture within your organization:
    - Why change the status quo?
    - How do I align two disparate groups?
    - How do I remove the obstacles that separate Dev and Ops teams?
    - Will customers see a difference if devs are on call?
    - Can IT start to think differently?
  • Join us this week for a special 30-minute live session on RingCentral’s new, comprehensive Contact Center solution. You’ll see how this new offering brings greater efficiency and effectiveness to call center teams and managers. It integrates seamlessly into RingCentral Office and Salesforce.com Customer service and support agents can engage customers with Voice, email, chat, SMS. Agents stay organized with the visual call flow editor and managers receive real-time reporting and historical dashboards.

    Tune in every Friday for RingCentral Live. We’ll show you 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.
  • The blueprint for a Service Desk isn’t a cookie cutter design that determines its performance quality by the number of tickets it handles. The Service Desk is a strategic function of the business and the dynamics to it’s performance success is fully know and understand the market space the Service Desk services.

    - Service Desk: Do you know “Who” your customer is? Image is everything and value is only as good as it’s visibility.
    - Service Desk is a strategic alliance to the business.
    - Is your Service Desk built for speed or accuracy?
    - Service Desk, beware of the ITIL® trap.
    - Managing the framework for reporting, using data for knowledge.
  • Is the military imposed stability a long term solution for Thailand?

    Is Thailand’s relationship with the West nearing an end? Join Kroll experts for a webinar about the anti-government demonstrations and the “Shutdown Bangkok” campaign and their long term implication and impact to businesses in Thailand.
  • Data analysis is the driver to identify cost savings and increased efficiencies. It allows you to better predict the future as well as remediate the past.

    You cannot only streamline operations and reduce costs by analyzing service performance to predict and preempt events, but also mine information on business transactions to identify potential new revenue channels. By starting with key ITSM and ITOM operational analytics you can focus on service performance and start to see immediate savings. You’ll also learn how building a new data analytics framework to expand to more enterprise wide topics such as customer sentiment, network failure prediction and transaction analysis can deliver additional business value.

    Join Unisys and Dr. Rod Fontecilla, Chief Data Scientist, as we take a quick tour of these exciting new offerings of Big Data analytics that are now available for both the ServiceNow and BMC Platforms.
  • El webinar trata sobre la experiencia real implantando herramientas sobre procesos tanto nuestros como de nuestros clientes, donde veremos dentro de un mapa de disciplinas, las principales soluciones y su cobertura dentro del ámbito del Gobierno y la Gestión TI.

    Las áreas de gobierno se mueven básicamente en tres planos, con conexión directa con la Gestión de Servicios TI: dirigir las políticas y estrategias definidas, evaluar las propuestas y planes que llegan de las áreas gestoras o tácticas y monitorizar el desempeño, las entregas y el cumplimiento normativo y regulatorio. El Gobierno Corporativo de la TI tiene la responsabilidad completa si bien, en algunos casos, delega parte de sus funciones en las áreas tácticas y de gestión. Dónde se encuentra la línea sobre qué actividades realiza el gobierno corporativo y cuáles son las delegadas en Gestión TI depende de cada organización, que las establece en función de sus propios criterios organizativos.
  • Complete and thorough network analysis is an underappreciated art. In today’s complex network environment, band-aid approaches are more the norm than thorough efforts to identify root cause of performance issues.

    In this webinar we will:
    - Review best practices used by top network pros to ensure optimal network performance
    - Share troubleshooting tips to stay ahead of today’s network challenges
    - Show the OptiView XG – a unique, all –in-one analysis tablet for today’s busy pros

    Register Today!
  • Willbros, a leading infrastructure contractor serving the oil and gas industry, leverages Amazon Web Services (AWS) and Trend Micro Deep Security to quickly design and deploy agile, secure cloud solutions to protect their vital data. Moving to AWS allows organizations to leave their infrastructure behind and start fresh – architecting for flexibility and scalability. However, bottlenecks are created when traditional on-premises security approaches and tools are used. Learn how Willbros unleashed innovation in the energy industry by taking a greenfield approach to security in AWS. Attend this practical webinar by AWS, Trend Micro and Willbros to learn how you can design a flexible, agile architecture that meets compliance requirements and protects your most valuable asset – your data. Jason Cradit from Willbros will share their experience on how they achieved building robust and secure pipeline management systems in the cloud.

    In this webinar you’ll learn how to:
    - Architect a secure application using a combination of AWS services, Trend Micro services, and configurations
    - Understand how host-based protection improves application security, as well as agility and flexibility
    - How to protect workloads from attack, without hampering performance
  • The financial services industry is in the early stages of a significant digital transformation. With investment in fintech rising from $520 million in 2010 to about $3 billion in 2014, the financial services industry is well funded to drive unprecedented change.

    Historically on opposite sides of the playing field, smart fintech firms and financial institutions are beginning to see that they need one another to thrive.

    Join Yodlee® Interactive for a webinar hosted by VentureBeat on May 20th at 10 a.m. PT, for engaging commentary and analysis about the evolution of the financial services model and how banks and fintech companies can work together through joint innovation.

    Hear from panelists Collin Canright, Principal at Canright Communications, Jason Henrichs, Partner at The Kenetic Group, Jesse Podell, Co-Founder and COO at TechDay and Jason O’Shaughnessey, VP of International at Yodlee Interactive.
  • Jim Payne, RingCentral Product Marketing Manager, will discuss the importance of maintaining an actively collaborative environment amongst your distributed workforce to ensure productivity and engagement. Jim will tell us how a cloud business phone system has the right balance of flexibility and functionality to provide the direct-connect experience that was once only achievable in a closed headquarters-type location.
  • Is the user experience with the Service Desk at your organization good, but at the same time, feels like something is missing? The Service Catalog may just be the thing that would fill in what’s missing. But wait a minute—isn’t the Service Catalog an outcome of strategy? Doesn’t the Service Catalog reflect those services that the ‘customers’ of IT have agreed to fund? How can defining a Service Catalog help the Service Desk, which primarily interacts with the ‘consumers’ of IT? In this session, Doug Tedder discusses five PDG (Pretty Darn Good) ways having a Service Catalog enhances the Service Desk.
  • Lifecycle service orchestration (LSO) is a key enabler to deliver Network as a Service as defined in the MEF’s Third Network vision. The objective of the Third Network is to provide an on-demand cloud-centric experience with unprecedented levels of user control over the network’s capabilities. Such capabilities are orchestrated between physical and virtual service endpoints across multiple networks and technology domains.

    This webinar will discuss the MEF work to define the complete service lifecycle requirements to deliver Network as a Service from ordering through service activation including supporting APIs. We also will share highlights from a joint survey conducted by the MEF and the Rayno Report that (1) benchmarks where service providers are in terms of evolving data service portfolios toward more dynamic solutions and (2) sheds light on network operator views about how lifecycle service orchestration can be applied to overcome operational support system (OSS) challenges as they transition to SDN and NFV-enabled networks.
  • When it comes to measuring the performance of a Service Desk, what are the right metrics to use and the right ways to measure? There is a lot of good advice on this topic already, but in this webinar, Rob England brings the IT Skeptic's critical approach to the question, and looks at:

    * What are the right metrics
    * How to achieve a balanced view
    * Being careful in interpreting the results

    Too many organizations settle for resolution times and call numbers to measure their Service Desk performance. Learn how these are not only not enough, but may not be the right metrics at all!
  • Ever felt like your service desk is drowning in metrics or missing the point? Can you say that the culture of your desk supports and understands the customer? Are you planning to implement enhanced service desk metrics but are worried of potential side effects?

    Toby Moore (SITS15) and Richard Josey (Unisys) discuss the effects of metrics on the behaviour of individuals and groups and show how a more balanced approach can help to refocus staff and drive higher service levels, customer satisfaction and efficiency.
  • En esta breve formación se mostrará cómo el sistema "codeless" de Cherwell Service Management permite realizar importantes desarrollos a medida e integraciones, fácilmente y sin recurrir a código de programación; y por qué estos desarrollos no afectarán las futuras actualizaciones y migraciones de versión.
    La tecnología "codeless" de Cherwell Service Management ofrece la máxima flexibilidad en cuanto a personalización, sin sacrificar la futura evolución del sistema. Su entorno visual permite llevar a cabo desarrollos y personalizaciones importantes, tales como:

    El desarrollo de nuevos módulos, flujos y funcionalidades

    La modificación de los módulos base del sistema

    Integración e interactuación con aplicaciones y sistemas externos

    En esta formación se mostrarán varios ejemplos prácticos de desarrollos y personalizaciones en Cherwell. Después, se explicará cómo se aplica una actualización de versión de la plataforma; y por qué los desarrollos y personalizaciones no afectan las futuras migraciones y cambios de versión.
  • Join Daniel Breston, ITSM Guru, in the first instalment of his 6 part series on Lean ITSM. His first session will explore how to increase Service Desk value by using lean concepts, blended with ITSM practices, to create a dynamic environment for those in IT and in the rest of your organisation.

    He will discuss collaboration, communication, DevOPS and even SIAM (out to suppliers). If you want a great Service Desk, and not just one doing Incident Management, be sure to tune in.