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IT Service Management

  • Troubleshooting for wireless, especially 802.11ac, requires a complete review of both the wireless and wired side of the network. In this two-part series, Mike Pennacchi, expert network analyst and troubleshooting consultant with Network Protocol Specialists, will discuss best practices and considerations for troubleshooting wireless network issues. Each session is 30 minutes long.

    In this session, Mike Pennacchi, will build on the basics session and discuss:

    - Device discovery
    - Infrastructure analysis
    - Monitoring network traffic
    - Tools recommendations

    Attend this session and evaluate your readiness to troubleshoot wireless/wired issues.
  • Hear from our PCoIP expert, Paul Barrett as he shares best practices and tips on migrating your PCoIP Zero Client deployment from your existing PCoIP Management Console 1.10 to the new Enterprise Edition 2.0. He’ll provide a step-by-step instructions to make your migration a success. During this live webinar, you’ll learn how to:

    •Set up PCoIP Management Console Enterprise Edition in parallel with PCoIP Management Console 1.10
    •Recreate groups and auto configure your Tera2 PCoIP Zero Clients
    •Export profiles, and import them using the utility function
    •Mass upgrade your Tera2 PCoIP Zero Clients to firmware 5.0
    •Discover and configure your devices

    Q&A will follow at the end of the session.

    Follow us on Twitter: #ManageMyZeros
    Questions? sales@teradici.com
  • In this session, Ian Aitchison (ITSM Product Director) describes how a fresh approach to Knowledge Management in your ITSM operations can make a dramatic difference to all areas of IT service and support, positively impact business productivity, and ultimately transform your Servicedesk staff from Overwhelmed Overloaded Sufferers to Proactive Business Experts.
  • Troubleshooting for wireless, especially 802.11ac, requires a complete review of both the wireless and wired side of the network. In this two-part series, Mike Pennacchi, expert network analyst and troubleshooting consultant with Network Protocol Specialists, will discuss best practices and considerations for troubleshooting wireless network issues. Each session is 30 minutes long.

    Part 1 – Wireless Network issues: the basics of discovery

    Whether you have implemented 802.11ac or are dealing will general wireless issues, Mike Pennacchi will review:
    - What you need to consider
    - Discovery tools
    - Traffic capture and analysis

    Attend this session and get a good start on preparing to resolve wireless/wired issues.
  • Although we shall witness many strides in cybersecurity in 2016, there will still be a narrow margin between these and the threats we’re foreseeing. Advancements in existing technologies—both for crimeware and for everyday use—will bring forth new attack scenarios. It’s best for the security industry as well as the public, to be forewarned to avoid future abuse or any monetary or even lethal consequences.
  • Productivity matters to everyone, but the pressure’s really on if you carry a quarterly sales quota. This demo shows new, more efficient ways to communicate with enterprise-class cloud communications integrated into Salesforce and Desk.

    Learn how users can initiate PSTN calls and SMS, host meetings and video conferences, view screen pops with relevant information, and more, without leaving Salesforce or Desk.

    Our Sales Engineer will demo this integrated communications solution from RingCentral that is simple for end-users to adopt and use, and for IT to deploy and manage. See how to:
    - Make and receive calls through the RingCentral phone system
    - See business SMS messages as conversations
    - Schedule Meetings & Conferences from Your Calendar
    - View your complete communications history, including Calls, SMS messages, Faxes, Voicemail
  • With the passage of the Federal IT Acquisition Reform Act (FITARA), agencies are looking for ways to improve IT financial accountability and performance. Cask and Apptio invite you to a live webinar, Financial Management in a FITARA World, where you will learn how to promote transparency in existing IT assets to enable better IT planning and budgeting.

    Register for the webinar to learn:
    •How to drive IT cost savings and efficiencies
    •How to grow a mature financial management capability
    •Best practices to help you achieve FITARA compliance
    •Tools and techniques to better assess and manage your IT planning and budgeting requirements
  • How to Support ITSM Processes with Mobile Applications

    To access information just in time and whenever needed greatly enhances productivity and agility. Therefore, mobile devices such as tablets or smartphones offer a huge range of useful features to accelerate daily work processes. From the control of work orders to automated data collection, numerous options emerge as to how direct access to IT services or asset data can be provided just-in-time and therefore support work processes efficiently.

    In this webcast, Horst Haag will show how mobile devices and applications, such as FNT Command Mobile, can become an indispensable companion for your Service Asset and Configuration Management.
  • How to inspire collaboration, communication and speed of response in the most critical moments, across the whole organisational community, where many/most don’t understand their role and don’t see the need to engage.
  • Gewinnbringender Einsatz von mobilen Applikationen in ITSM-Prozessen

    Informationen genau dann zur Verfügung zu stellen wenn sie benötigt werden schafft Produktivität und Agilität. Mobile Endgeräte wie Tablets oder Smartphones bringen eine Menge an Eigenschaften die sinnvoll in den tägliche Arbeit von IT Mitarbeitern integrierbar sind. Von der Steuerung von Arbeitsaufträgen bis hin zur automatischen Informationserfassung ergeben sich zahlreiche Möglichkeiten Daten zu IT-Services/Assets ohne Umwege im Arbeitsprozess just-in-time bereitzustellen oder zu verarbeiten.

    Dieser Webcast zeigt Möglichkeiten auf wie sie ihr mobiles Endgerät u.a. mit Hilfe der FNT Command Mobile App zu einen unverzichtbaren Begleiter im Service Asset und Configuration Management Alltag machen.
  • Although we shall witness many strides in cybersecurity in 2016, there will still be a narrow margin between these and the threats we’re foreseeing. Advancements in existing technologies—both for crimeware and for everyday use—will bring forth new attack scenarios. It’s best for the security industry as well as the public, to be forewarned to avoid future abuse or any monetary or even lethal consequences.
  • It’s no secret that the purpose of having people answering phones in a contact center is to help customers purchase your goods and services, and then keep them happy after the sale. However, achieving these goals is difficult for many companies because they rely on contact center technology leftover from an era when the voice phone call was king. Meanwhile, the consumer—and even the B2B customer—has moved to using multiple channels of communications: voice calls, email, online chat, SMS, and social media. In this webinar we will discuss the benefits and opportunities of an integrated and multi-channel cloud contact center for both customer and agent satisfaction.
  • Enterprise Collaboration System (ECS) facilitates efficient sharing of Information between teams and individuals in an enterprise. While ServiceNow is a software platform that supports IT service management and automates common business processes, the integration of "ServiceNow" and "Skype for Business / Lync" can give "Enterprise Collaboration" an added dimension.

    With the integration, an organization can deliver solution faster, respond to real-time responses and build a more powerful presence. Every stake holder can hence feel a sense of assured support.

    Key Takeaways:
    1. Collabration in ServiceNow
    2. Integration Options
    3. Brigning IT Support closer
  • One of today's biggest cloud trends is enterprise adoption of the Microsoft Office 365 suite. There is one wrinkle, though. Your business wants to move quickly to get immediate value, while your security team needs to proceed a little more cautiously to ensure they can govern usage and protect sensitive data. Can organizations move quickly and instrument the proper controls?

    Join Adrian Sanabria, Senior Security Analyst from 451 Research, Shamiana Soderberg, Senior Business Development Manager Cloud Productivity from Microsoft, and Jamie Barnett, CMO of Netskope for a look at safe enablement best practices for Office 365, and the role Cloud Access Security Brokers play in this effort.

    Attendees will come away with the ten real-world requirements that every organization should consider when adopting a sanctioned cloud productivity suite like Office 365. These requirements will address areas like:
    - Granular administrative and user controls across the Office 365 suite
    - DLP for content “at rest” within and “en route” to or from the suite
    - Usage and data governance within the suite and its ecosystem
  • Pharmaceutical companies play an ever increasing role in the treatment and prevention of illnesses. Many leading Pharma companies depend on third-party organizations, like the Almac Group, to help conduct testing, research and trials to improve the overall drug development process.

    Almac is a global leader in contract pharmaceutical development and manufacturing services, and recently deployed scriptless test automation to improve its core business application testing in support of its overall business agility goals.

    This session will focus on how Almac and TurnKey Solutions partnered to successfully shorten test cycles and improve test outcomes - supporting more rapid deployment cycles for core applications and end-to-end business critical processes.

    Shauna Quinn, Software Test Manager for Almac, will share recent results and 4 lessons learned in Almac’s implementation of scriptless test automation, including:

    How to build a better alternative to manual testing methods, which for Almac, previously took 20 people and 12 weeks to run
    How to streamline operations and shrink testing cycles from multiple weeks to only 3-4 days
    How automation helped to quickly and easily validate core business systems using a comprehensive regression suite
    How this intuitive software provided a solid testing strategy moving forward
  • Change management is a corporate necessity, however it can be very difficult for organizations to get it right. Part of the issue comes from organizations seeing change management as just another ITSM process – like configuration or capacity management, say – when change needs a much bigger perspective. These days changes are rarely, if ever, just about IT.

    This webinar will look at the difficulties that organizations encounter when they set up and operate change management capabilities, as well as:
    * Why change management is more than just “change control” and what constitutes a “successful change”
    * How the way in which we deal with personal change can help us survive change management at work
    * What the different levels of change authority are
    * How standard changes play a key role in surviving change management
    * The evaluation, evolution, and customer perspective of change management

    Failing to understand the importance of change management can significantly hinder your organization. Join us for this webinar to ensure that your change management processes are working to benefit, not handicap, your business.
  • The landscape of IT Service Management is rapidly changing unlike anything we have previously witnessed. This session will explore IT trends such as mobility, cloud, IoT, ITAM, social media, B2B, analytics, and how they will affect Service Management over the next five years. Learn how three key projects will help organizations keep up with increased Service Management demand despite shrinking IT budgets.
  • Today’s customers expect fast, personalized service. But how do you meet customer expectations when you’re clicking through multiple screens to find the correct information, manually combining reports and managing a distributed workforce? Cloud integration can help. Register for our webinar to learn which integration tools you should be leveraging to take your customer experience to new heights and give your business a competitive edge.

    In this webinar you’ll learn:
    - The difference between patchwork and seamless integrations
    - Tips to wow customers and streamline your customer service processes
    - Ways to gain a holistic view of your daily operations
    - How to create consistency between your different locations and departments
  • This panel debate will put Service Integration & Management (SIAM) under the spotlight.
    - Is it really delivering upon its promises?
    - Are customers who retain it in-house realising the benefits they expect?
    - Are Service Providers meeting the challenges posed by SIAM
    - What does “good” SIAM look like?
    - What are the signs it’s going well / badly?
    - Do the business typically notice any difference in service quality?
    - How does SIAM complement existing frameworks such as ITIL, COBIT, etc, and can / should SIAM form a framework in its own right?
    - What have the ITSM tooling providers done to support SIAM organisations?
    - What are the most effective characteristics of successful SIAM governance models?
    - What does the future hold for SIAM?

    This panel debate, hosted by Steve Morgan, Director of Syniad IT, will seek to find some answers and determine whether SIAM is really delivering upon its promises. Steve will be joined by Daniel Breston,Chief of DevOps Transformations for Ranger4, James Finister, Global ITSM Strategist at Tata Consultancy Services and Julian White, Head of Change Management at Royal Mail.
  • IT didn’t invent service management. Nor is IT the only corporate service provider that can benefit from service management or, for that matter, IT service management (ITSM). The reality is that other corporate service providers such as HR, facilities, and legal have similar operational and service management requirements to IT. For example in dealing with employee issues, requests for services and information, and changes. And, as such, these other business functions can also benefit from proven ITSM best practices and capabilities, such as ticketing, workflow and automation, knowledge management, and self-service – to improve efficiency and to deliver a better customer experience. This non-IT use of ITSM is now commonly called “enterprise service management” and, after over a decade of low-profile adoption, it has finally risen up the corporate improvement agenda to become one of the hottest ITSM and business improvement trends of 2015 and beyond.

    Attend this webinar to:

    - Understand the issues common across corporate service providers such as IT, HR, and facilities, and how enterprise service management can help.
    - Appreciate what enterprise service management entails and how ITSM technology can be reimagined and leveraged to support other business functions.
    - Receive practical tips on how to best start out, plan, deploy, and succeed with enterprise service management.
  • The IT department is not the only department dealing with requests
    and questions from their customers. HR, Facility, Fleet, Hospitality and
    many others have the same requirement as IT does yet they lack
    applications to support this. More and more these departments turn to
    IT to see if they can use the ITSM tool of the IT department. ITSM tool
    vendors have started to recognize this and are adapting their tools to
    support Service Management beyond the IT department. The promise
    of higher efficiency and lower cost certainly exists but what are the
    pitfalls to avoid and what are critical success factors? This webinar will
    give you some very practical tips to successfully integrate multiple
    departments into one service management application.
  • Get an overview of the new dashboard and functionality in the latest PCoIP Management Console Enterprise Edition (2.0) to make managing your Tera2 PCoIP Zero Clients even easier. We’ll provide you with a live demo of the new capabilities, so you’ll know how to:

    • Install and activate the software
    • Update Tera2 PCoIP Zero Clients with firmware 5.0
    • Discover your PCoIP Zero Clients by using DNS SRV records
    or DHCP options
    • Manage your end-points

    Those who attend the webinar will receive a copy of the slide deck and a link to the recording.

    Q&A will follow at the end of the session.

    To share with others via Twitter: #ManageMyZeros
  • Are you ready for the next wave in endpoint computing? It’s multi-platform, multi-device, mobile, virtual, - get ready to gain control!

    Employees are no longer chained to desktops in one location, but constantly on the move, using a variety of devices, and accessing a multitude of applications. The dramatic growth of Apple technologies in the enterprise, coinciding with the growth of mobility, and the increase in employee-owned devices is making it more challenging for organizations to manage and secure their infrastructure.

    Join our webinar to learn about the top challenges and 3 strategies to manage and secure your cross-platform environment and future-proof your organization for the next wave.
  • Communications for business is moving to the cloud for easier tools for teams to meet, collaborate, and get their job done. However, the traditional “build it and they will come” approach to deploying Unified Communications and Collaboration (UC&C) drives less than optimal results because knowledge workers frequently grab a set of tools on their own, creating islands of knowledge and collaborative work.

    To respond to this challenge, organizations need integrated tools that help knowledge workers gain the full benefits of cloud solutions that enable teams to connect, communicate and collaborate using their favorite methods and devices, anytime, anywhere. In this webinar, we will discuss:

    •The current state of knowledge workers today
    •How UC&C is changing, especially by taking advantage of cloud deployment
    •Assessing your workforce’s needs, including remote offices, mobility, and collaboration with people outside your organization such as vendors and customers
    •Efficiencies gained by standardizing unified communications in the cloud
    •Key steps needed to evaluate and plan your transition to cloud based UC&C