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IT Service Management

  • It's a new year, and time for a change. Are you on the right technology? Legacy CRM systems inevitably hit limitations and you need a path to modernize your technology to stay ahead in this omni-channel and fast-paced world.

    Join Mike Milburn, GM & SVP, Service Cloud, Salesforce and David Schmaier, CEO & Founder, Vlocity for an insider’s guide on making the move from legacy on-premise CRM applications to industry-specific cloud solutions using two transformation approaches.

    This webinar will dive into how your business can successfully:

    - Adopt one of two best-practices in your transition from on-premise to industry cloud
    - Focus on industry innovation with 63% faster deployment time
    - Increase customer satisfaction by 45%
    - Reduce costs by 52% and ensure the stability of back-end systems
  • Part of SMI Suite, SMI Analytics is the analytics solution for HEAT Service Management®, putting the power of reporting in the hands of the people who need the data; end users, process owners and managers.
  • Know you need a service catalog, but not ready for a full IT service management (ITSM) program? This webinar will present a practical approach to "reverse engineer" the core elements of a service catalog. ITSM practitioner Greg Sanker will explain how every organization has 'services' whether they know it or not. He will show how to identify your services and create plain-language service descriptions, which help create clarity and form the basis of a functional service catalog.

    Greg will show how to bypasses cultural resistance to the "we need a service catalog" approach, and actually create demand (and buy in) for a basic service catalog.
  • Financial advisors espouse that proper asset allocation during times of market volatility can help us sleep better. There is a parallel in the IT world. With volatility driven by technology advancement, virtual & cloud environments, and consumer demand for the newest applications and hardware, a good night’s sleep for an Asset Manager requires properly managed and optimally allocated hardware and software assets in a constantly changing environment.

    This session explores this intimidating world, common pitfalls, prescriptive actions and what the latest technology can do to make sure your assets, licenses and infrastructure are optimally aligned to drive wealth in IT…and let the Asset Manager sleep well without the fear of negative audit findings and exorbitant fines.
  • Making the transition from service provider to trusted adviser to the C-Suite can be a difficult task. Join Jeanne Morain with special guests Lorenzo Hines (Executive Citi) and Marco Bussadori (GM BMC Software) as they provide prescriptive guidance on aligning Technology and Business initiatives. This session will explore use of mobility and the growing dependency on it as a use case to bridge the chasm between technology leaders and their counterparts based on common ground.
  • The business trust in IT starts in how it sees IT lead the evolution toward digital systems. If your Self-Service Catalog is simply a listing of information with a basic request portal, adoption and reputation are at risk. ITSM Expert Matt Hooper will discusses how modern self-service systems are focused on creating a delightful user-experience. How the under-pinnings of this experience must leverage modern digital transformation techniques, in order to be truly transformative to how the organization works faster, increases knowledge sharing, and leverages human performance to drive business performance.
  • Radio Resource Management (RRM) is a feature that automates access point (AP) power and channel configuration. Most enterprise and mid-market Wi-Fi infrastructure providers have this feature, and Wi-Fi engineers are divided on whether or not RRM is beneficial and/or trustworthy, given the extremely diverse range of deployment models and RF environments. In today's market, network stability, dependability, and low TCO are paramount. This presentation takes a comprehensive look at RRM, providing attendees with both immediately useful and longer-term reference information.

    Join NetScout and Devin Akin as we deep-dive on this controversial topic.

    Devin Akin is the founder of Divergent Dynamics, a Wi-Fi Systems Integrator, Value-Added Reseller (VAR), and Training organization. Akin has over 20 years in IT, with 15 years in WLAN specifically, and was recently named to the TWW Top 100 Wireless Technology Experts list for 2014.
  • After a record-setting year in 2015, where will the tech M&A market go in 2016? What trends that pushed M&A spending to its highest level since the Internet Bubble burst will continue to drive deals and which ones will wind down? What other sectors are likely to see the most activity this year? And most importantly, what valuations will be handed out in deals over the coming year? Drawing on data and views from across 451 Research, the Tech M&A Outlook webinar maps many of the major developments in the IT landscape (IoT, Big Data, cloud computing) to how those influence corporate acquisition strategies. Join us for a look ahead to what we expect for tech M&A in 2016.
  • Hear about Playtech’s story of a successful deployment of predictive analytics monitoring method. Playtech implemented the Predictive Analytics as a complementary monitoring to allow additional fault detection in places where standard monitoring can’t be applied. Using its business activity as a health indicator, problems are detected faster, sooner and even before it gets to a complete downtime.

    Join us to hear about:

    How monitoring your business metrics can provide another method of monitoring

    How Predictive Analytics can help detect faults

    Why dynamic thresholds can be better than static thresholds.

    How easy it is to implement Predictive Analytics and help reduce the MTTR in your organization
  • Corporations increasingly rely on their enterprise services bus (ESB) as the communication center to link multiple IT systems, applications and data. Unfortunately, when something goes wrong in the ESB it can have a cascading affect, impacting critical applications. Determining the root cause of the problem is a challenge for most IT organizations, since ESBs serve as a ‘black box’, offering little insight into the issue.

    Now, you can assess and resolve performance issues for applications that communicate across your ESB, before they affect your users. Join Richard Nikula, Vice President, Product Development and Support at Nastel, to learn how Nastel AutoPilot for CA Cross-Enterprise APM lets you analyze application behavior in real-time in production, test and development environments.
  • APIs have become a strategic necessity for your business because they facilitate agility and innovation. However, the financial incentive associated with this agility is often tempered with the fear of undue exposure of the valuable information that these APIs expose. We will explore in depth the main security concerns API providers and consumers need to consider and how to mitigate them.
  • It’s 2016. If you were born after 1980, you probably don’t remember a time without the Internet and the Web. You reach for your smartphone as your go-to device to answer questions, order pizza, find the score of a football game, and check the address of your child’s next soccer game.

    It should come as no surprise, that you reach for your smart phone or use your browser at work to search for an answer when you have a technical issue. The bottom line is that more and more business users are bypassing the service desk and the self-service portal because they believe they can get answers quicker on the web.

    Could this be the beginning of the end for IT Self Service as we know it? Join George Spalding, EVP, Pink Elephant and Jim Blayney, Sr. Product Marketing Mgr. CA Technologies, as they tackle the thorny and divisive issue of whether it’s actually more productive for users to get their own solutions from the web.
  • Microsoft’s Enterprise Mobility Suite (EMS) allows you to manage devices, applications, and access simply and securely. In this webinar, we will dive deeper into this industry-leading solution and discuss some of the newest features.

    Register for this webcast to learn about:
    •New EMS features, including Advanced Threat Analytics (ATA) and Mobile Application Management (MAM)
    •How to provide remote access and single sign-on to on-premises web applications with Application Proxy
    •Azure AD auditing capabilities, and how you can easily report on security events for any Azure-AD protected application or service

    Register now to watch live or receive notification when this program is available on-demand.
  • Please join the DevOps / Agile CoI for a BrightTalk Session, “Enterprise DevOps – Lessons Learned”, scheduled for 1PM EST on Wednesday, January 27, 2016.

    DevOps is a cornerstone to concepts used to drive the implementation, with continuous integration and delivery as methods to deliver the actual solution. In a large enterprise, there are many front-end and back-end systems/processes that need to "talk". This presentation focuses on highlighting and breaking down the silos that exist in order to redirect energy and attention on (the more important) outcomes that are generated from lighter methods to delivery IT systems. This includes establishing similar light weight methods for all groups in the organization to publish updates and changes in the environment with, again, a focus on the values, practices, and outcomes.

    Jason Walker, the Lead DevOps Engineer at Target Corporation, will discuss many of the lessons learned and best practices during the adoption of DevOps at Target.
  • Reliance on IT to support business’ strategic goals and objectives are continuing to increase year over year. With this heavy reliance, IT organizations are modernizing and transforming the way they deliver services.

    Join ServiceNow and Okta, as they review the key strategies and solutions for Identity and Service Management that unite and automate IT processes. Watch this webinar and learn how to:

    •Standardize service processes by automating request fulfillment and user provisioning
    •Consolidate redundant legacy IT service tools to a single system of record
    •Secure connections between people and technology
  • Identifying social compliance issues, particularly forced labor and human trafficking in supply chains, continues to be a significant problem for business, particularly when sourcing from opaque and non-transparent emerging markets. Civil society is playing a large part in increasing awareness and pressuring politicians to introduce and enforce legislation, and is gradually highlighting the issue as a problem which needs to be addressed both by governments and the business community.

    Kroll has been researching and working on this issue for a number of years and believes that businesses should be taking the issue as seriously as other forms of compliance.
  • This month Hewlett Packard Enterprise released a new service pack for LeanFT.

    Join Amir Banet, Product Manager for UFT and LeanFT, and Clint Sprauve, Product Marketing Manager, Functional Testing and learn about the new features added to our newest functional test offering.

    This presentation will showcase the increasing power and flexibility of LeanFT. This is one webinar you don’t want to miss.
  • Cloud is rapidly entering an entirely new phase, one destined to prove far more transformative and disruptive than the initial phase of cloud computing. It is driving comprehensive transformation of digital assets in organizations of all stripes as IT decision makers begin to view this emerging cloud construct as a proxy for digital transformation. No single vendor can offer the end-to-end services that can satisfy all of a customer’s IaaS, PaaS, SaaS and business processing as a service needs, which is why a multi-cloud approach makes sense. 451 Research's William Fellows will discuss while technology is not the only consideration in cloud transformation – organizational change, risk posture and the adoption of cloud’s operating model are key – the fact is that a Cloud Management Platform which includes automation and orchestration wlll be necessary to navigate this journey. We look at the key trends and technologies which will enable this in 2016.

    IT Spending Trends 2016
    https://www.youtube.com/watch?v=28cr1nnQhjo
  • ** This webinar will be held twice. Once for US and once for European audiences. (January 26th 11am PST and January 27th 1PM UK)

    Improving agent productivity is one of the primary ways to drive an increase in overall call center performance. Higher agent performance leads directly to increased customer satisfaction, better retention and better referrals. But how exactly to go about motivating and incentivizing agents in a call center environment?

    One way is to use advanced gamification techniques to uncover the habits of your top performing service agents. This path to success can then be replicated across your entire team using a combination intelligent coaching prompts that guide agents and game mechanics that keep them engaged.

    At NewVoiceMedia, we not only provide a gamification application called Motivate, we also use Motivate to optimize the performance of our own service teams. During this webinar you will hear directly from Kev Willers, SVP Customer Service at NewVoiceMedia, as he explains how we’ve used Motivate to improve service levels. Kev will be joined by Peter Grant, SVP, Motivate who will explain how to successfully deploy game mechanics in a Salesforce call center environment.

    Existing NewVoiceMedia customers as well as businesses considering how to improve their call center performance will benefit from this session. You will learn how to:

    •Inspire increased agent performance through interactive, real-time leaderboards, alerts, recognition and
    comparisons
    •Energize team performance with competitions and reward incentives
    •Achieve better call center service performance by creating highly engaged and motivated agents
  • What is a WAF (web application firewall) and how can it help defend your AWS workloads? In this webinar, you’ll learn how to get started with the new AWS WAF service and where it fits in your security strategy. You’ll see how AWS WAF works with Trend Micro’s Deep Security to provide a strong, layered defense for your web applications.
  • ** This webinar will be held twice. Once for US and once for European audiences. (January 26th 11am PST and January 27th 1PM UK)

    Improving agent productivity is one of the primary ways to drive an increase in overall call center performance. Higher agent performance leads directly to increased customer satisfaction, better retention and better referrals. But how exactly to go about motivating and incentivizing agents in a call center environment?

    One way is to use advanced gamification techniques to uncover the habits of your top performing service agents. This path to success can then be replicated across your entire team using a combination intelligent coaching prompts that guide agents and game mechanics that keep them engaged.

    At NewVoiceMedia, we not only provide a gamification application called Motivate, we also use Motivate to optimize the performance of our own service teams. During this webinar you will hear directly from Kev Willers, SVP Customer Service at NewVoiceMedia, as he explains how we’ve used Motivate to improve service levels. Kev will be joined by Peter Grant, SVP, Motivate who will explain how to successfully deploy game mechanics in a Salesforce call center environment.

    Existing NewVoiceMedia customers as well as businesses considering how to improve their call center performance will benefit from this session. You will learn how to:

    •Inspire increased agent performance through interactive, real-time leaderboards, alerts, recognition and
    comparisons 
    •Energize team performance with competitions and reward incentives
    •Achieve better call center service performance by creating highly engaged and motivated agents 
  • In the latest version of HPE NNMi, see how you can seamlessly monitor your physical and virtual network infrastructure end to end. NNMi discovers and visualizes connectivity for virtual network appliances hosted in your VMware environment, and provides root cause analysis and troubleshooting for outages that occur at the virtual network edge. See these features in action, as well as the lineup of new capabilities in NNMi 10.10:

    See new mapping and visualizations to explore the virtual network edge

    Learn how NNMi tracks workloads as they migrate within the data center

    Learn how events, incidents, and root cause analysis capabilities extend into the virtual network edge
  • Citrix application infrastructures are very performance sensitive. A small problem anywhere in your infrastructure can quickly lead to frustrated users complaining to the help desk that “Citrix is slow” or “Citrix is not working”. You then have to spend hours finding out where the real problem lies before you can resolve it and restore a positive user experience. Is it really a Citrix issue, or is the issue actually originating somewhere else in the infrastructure – i.e., the network, application, virtual platform, storage, etc.?

    In this webinar, Bala Vaidhinathan, CTO of eG Innovations, will discuss how you can extend Microsoft System Center Operations Manager (SCOM) to monitor and manage Citrix infrastructures end to end, so when a user complains that Citrix is slow, you can pinpoint exactly where the cause of the problem lies — in just one click.