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.

Webinars and videos

  • Best practice frameworks are in many ways comparable to the images and advice found in the columns of fashion magazines. IT Service Management, Program Management, and Software Development best practice frameworks portray flawless environments where projects and teams work in harmony; whereas fashion magazines portray flawless individuals dressed in perfectly tailored, top quality clothing that is impeccably put together. This is purposeful - Meant to inspire through providing suggestions and guidance on how we can improve our own situations.

    Join Amy and Drew through an interactive session that shows how mixing and matching frameworks for your organization is much like selecting a wardrobe. In this session, we will use ITIL, PMI, and Scrum as our best practice frameworks and demonstrate how organizations can mix, match, and tailor to create a style that is uniquely theirs.

    More about our Presenters:
    Amy Dykstra and Drew Walden of Cask, LLC bring more than 20 years of experience in the development, implementation, and application of systematic management frameworks supporting whole organizations, portfolios, programs, and individual projects and services. Within this context, they have developed and re-engineered business processes to align operations with business objectives and enabled organizations to acquire and employ the necessary resources and skills within agreed parameters of cost, time, and quality. Their combined portfolios of clients and experiences provide a unique take on the selection and implementation of various best practice frameworks.
  • Malware today is very different from just a few years ago. Traditional AV technology is no longer able to consistently and fully remediate or defend against today’s most advanced threats. New and emerging threats such as ransomware, social engineering driven attacks and micro variant financial threats are just some examples of difficult to remediate infections. This presentation will take a look at the malware landscape and explain why these tactics are so effective against traditional AV technology. We will examine three specific families of infections and highlight their tactics to evade detection and what issues occur with remediation. Lastly, we will talk about Webroot’s innovation and how our SecureAnywhere AV solution is capable of defending against, and remediating today’s most advanced threats.
  • We may not have flying cars yet but the self-driving car is actually beginning its infancy. With all the technology swirling around us and in our pockets and purses surely the paradigm of the Service Desk has changed as well. Yes and No. Today’s users are bright and more tech-savvy in terms of using technology than ever before. As long as it works. But when something doesn't quite work, they want to solve it themselves using the easiest means at their disposal, Google, Twitter, Facebook, Instagram, Snapchat, etc. This might work well from their perspective but not from ours.

    Join George Spalding, Executive Vice President, Pink Elephant, as he focuses on the evolution of the Service Desk and what’s in store for the next 5 years.
  • Forty-four states, DC and four territories have adopted the Common Core State Standards (CCSS). This means that school districts across the country are planning for 100% online assessments during the 2014-2015 school year. One of the most important conditions needed for being able to administer online assessments is network infrastructure readiness.
    Attend this 30-minute webinar and join Gavin Lee, Senior K-12 Business Development Manager at Juniper Networks, to discuss the critical network must-haves that all school districts should consider when looking to deploy a robust and supportable network. You will also receive practical guidance on how to get the most out of your network infrastructure and how to best prepare for the CCCSS assessments:
    • Consortia network infrastructure
    • Wired and wireless network capabilities
    • Robust network security
    • Network support readiness
    • Juniper Networks network infrastructure readiness resources
  • This webinar will provide you with two complementary perspectives on Business Relationship Management that will help you achieve true romance rather than ending up in unrequited love!
    Based on recent and ongoing interest in Business Relationship Management, there can be no doubt that BRM is a hot topic. Organizations realize that a better relationship between business and IT will result in more business value from the IT provider’s products and services.
    But how do you achieve this from a provider’s perspective? What kind of knowledge, skills, behaviors and processes do you need? And because the relationship is by definition with the business, what do you expect from your partners on ‘the other side of the fence’? How can you help them to fulfil their side of the bargain?
    After listening to Aleksandr and Mark share their two perspectives, there’ll be ample opportunity for you to join in and contribute to the dialogue - you are most welcome!
  • 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 how your employees can hold multi-point HD video meetings around the world, anytime and anywhere with RingCentral Meetings.
  • Join salesforce.com customer kCura as they describe the value of having a communities platform to create frictionless service experiences with law firms, government agencies, and litigation service providers. Learn how a self-service community experience enables customers to help each other and themselves, letting service teams focus on the big issues. All of these benefits ultimately translate into a frictionless and unified experience for all their customers!

    George Orr is the VP of Client Services for kCura. He leads strategic and implementation initiatives designed to enhance the online experience of customers.
  • Over the past several years, ITSM has evolved dramatically. What was considered mature and effective Service Management a short time ago is barely sufficient today. Does this get you thinking about what is next for ITSM and whether your Service Management solution is the one to take you to the next level? Good! Let’s get together and talk about it. We will look at industry best practices, lessons learned and what you should consider in your future plans to get to the next frontier of ITSM.

    Join George Spalding, Executive Vice President of Pink Elephant, as he presents his thoughts about how we got HERE and what he believes are the next best moves to get us THERE – in the future of ITSM. George Spalding won the 2012 Ron Muns Lifetime Achievement Award from HDI, is one of the world’s most insightful IT Service Management and Support experts and has spent several years as a consultant to the White House, the Smithsonian Institute, and the Federal Bureau of Investigation. George is an ITIL Expert, he is a regular author of IT articles and white papers, and is a presenter at global ITSM conferences and events.
  • The Operations Bridge is “the” solution for IT Operations to effectively address the challenges they face when it comes to managing the new style of IT: complex composite applications, virtualized environments, cloud-based services, big data, and a variety of management solutions from different vendors. In this session, you will learn how the HP Operations Bridge solution allows you to take up those challenges and consolidate all your existing IT monitoring solutions, providing a unique solution to maximize efficiency and improve runtime and performance of your IT services.
  • Enterprises are realizing that the opportunity of data analytics is maximum when the data is fresh and represents the "current reality" of operations or customer experience. The business value of data dramatically falls with its age.

    As IT and line-of-business executives begin to operationalize Hadoop and MPP based batch Big Data analytics, it's time to prepare for the next wave of innovation in data processing.

    Join this webinar on analytics over real-time streaming data.

    You will learn about:
    •How business value is preserved and enhanced using Real-time Streaming Analytics with numerous use-cases in different industry verticals
    •Technical considerations for IT leaders and implementation teams looking to integrate Real-time Streaming Analytics into enterprise architecture roadmap
    •Recommendations for making Real-time Streaming Analytics – real – in your enterprise
    •Impetus StreamAnalytix – an enterprise ready platform for Real-time Streaming Analytics
  • The foundation of success for any company is an outstanding customer experience, but we all know the journey toward creating an amazing service culture is a challenging one. While a great culture doesn’t happen overnight, it IS attainable (really!) with the right approach. Join Joel Daly, HOSTING’s COO, as he discusses HOSTING’s journey: the obstacles, the companies we admire, and the process we undertook to reach excellent service.
  • Problem Management is a game changer. It is critical in developing real quality in service delivery. However, very few organisations actually get this aspect of ITSM working well.

    This fourth session in the ITSM Goodness series will look at how we spend too much time focussing on efficient ‘fire-fighting’ (Incident Management), rather than looking at avoiding recurrence or eradicating faults altogether - ultimately a better solution for customer and provider alike. Often there are some simple misunderstandings around what Problem Management is or what is required to make it work. Also it can be difficult to find the right people to make Problem Management happen, particularly as it is not a simple linear process that can be ‘industrialised’ like Incident Management. This session provides simple clear guidelines on what is needed and how to make Problem Management work well for your organisation.

    This 8-part monthly series is designed to provide real-time value to newcomers and take to the next level those already familiar with the approach.

    ITSM Goodness is an approach created by Barclay Rae to deliver practical, proven, successful and accessible advice and guidance for ITSM and IT professionals. The focus is clear and simple – on achieving the right business outcomes from IT, and how this is delivered, via the Customer Experience.
  • For many IT Service Organisations the selection of their ITSM toolset is one of the most important, and expensive, decisions they can make. Causing huge disruption and extra work as staff are moved from one system to another. The ITSM toolset is like the engine that drives an IT department and its ability to ensure work is prioritised, integrated and moved between support teams. It is utterly critical to the running of an IT department, but if its so important why do so many IT departments only keep a toolset for 3-5 years before moving to another one and starting the process again?

    Join Peter Hubbard, Principal ITSM Consultant at Pink Elephant, as he shares his experiences on what happens during an ‘out of the box’ toolset implementation program, along with his advice and guidance on avoiding typical pitfalls that many implementations could easily avoid.

    Learn about the critical importance of People, Process and Product working in harmony to make sure that your toolset selection and implementation program delivers real business value quickly.

    Learn why ‘Out of the box’ is a dangerous phrase, and there is no such thing in the real world. Peter will be join by Michael Jenkins, a veteran toolset implementer with over 20 such projects behind him as they discuss what happens in an ‘out of the box’ implementation.

    They will discuss how to pick a toolset, the value of use cases, what happens on the vendor ‘demo day’ and what sort of actions you can be undertaking prior to the chosen vendor starting their implementation in order to speed up the process and make sure that your most expensive ITSM decision returns real value.
  • There’s a sea change taking place in service and how consumer ‘journeys’ are taking place. Howard Kendall, founder of the SDI, has spent much time keeping track of what is really going on, how customer expectations are changing, and how we can use leverage this in the service desk industry.

    Join Howard for an informative discussion on how service desk can successfully rise to the challenge of delivering excellent customer service, meeting, and possibly surpassing, the expectations of the customers they support. Howard will provide some top tips that will help to win the hearts and minds of service desk customers and build stronger relationships with end-user constituents, elevating the position of the service desk within the IT organisation.
  • When some organizations talk about “service catalogs,” what some of them really mean is “service request catalog” or even “employee self-help.” The service catalog and the service request catalog are typically critical components of an IT Portal that facilitates a wide array of interactions at all levels between the business and their IT service provider.

    This session will discuss the relationship between these catalogs as well as other artifacts and managing the interfaces with the business at the operational, tactical and strategic levels via an IT Portal on the intranet. How can we more effectively serve our users and customers by managing such a portal and leveraging well-constructed catalogs? Imagine the possibilities.
  • In this session, long time industry experts Torrey Jones will discuss and demonstrate a Best Practices approach to Service Catalog utilizing HP’s newest SaaS Offering, Service Anywhere. As part of this discussion and demonstration, Torrey will cover how automation can help drive user satisfaction, and positively impact users adoption of a Service Catalog.
  • Standardized service-catalog offerings are an effective way to give cloud consumers instant access to services they want - while still keeping the necessary corporate controls in place.

    Attend this webinar to hear how IT executives can use service catalogs to elevate the business value of cloud-driven enterprise initiatives.
  • As more and more companies look to take advantage of all of the benefits afforded with cloud-based infrastructures, the discussion often quickly turns to “How do we get there?” For some companies, this single migration question can create an insurmountable roadblock that either keeps them from moving to the cloud or severely delays their migration. Join Michael McCracken, HOSTING’s Director of Professional Services, as he explores different cloud migration strategies along with the benefits and risks associated with each of those strategies.
  • A Service Portal is typically a website that hosts service catalogs, request catalogs, related content, feedback methods supporting ideas and complaints, and shopping cart styled order fulfillment procedures. It also acts as the public face of a service business or service provider organization, such as an IT department.

    Traditional IT Service Management initiatives call for some of the elements of a portal to be developed, such as a service catalog, and it’s been habit to design and develop these from the inside-out, from the perspective of the provider, with negative consequences to the customer experience, IT brand image.

    In this presentation we shall explore the approach used by successful service businesses in designing a service portal from the outside-in, from the perspective of the customer, ensuring ease of use and a suitable service experience. Other topics will include:

    - Common mistakes and myths associated with ‘service catalogs’;
    - The functional elements of a service portal and the five design planes;
    - The key concepts of persona, consumer scenario and story in portal design;
    - The role of a ‘service safari’ in understanding the basic needs of customers;
    - How to configure the portal with a knowledge base and request management capability;
    - The organizational consequences of an outside-in approach.
  • Do you struggle to get people to use online service catalog? You are not alone! Driving user adoption can be challenging. Today, for many organizations the value of service catalog is elusive and even when implemented successfully, its full value is not realized.

    Join us in this insightful discussion that is sure to help you double your service catalog adoption.
  • Correcta gestión del apetito y tolerancia al riesgo por parte del negocio y del Gobierno TI una vez encontrados GAP’s (no conformidades) durante una auditoría interna regional de IS.


    La presentación desarrollará las conclusiones y la postura del negocio y del departamento de Sistemas luego de analizar las no conformidades encontradas durante una auditoría interna de sistemas llevado a cabo en el año 2013 en un país de Europa del Linde Group por un grupo de 3 auditores.

    Se plantea entonces un desafío para el departamento de sistemas local el poder afrontar mejoras en la seguridad y al mismo tiempo poder desarrollarlas contando con un presupuesto muy reducido.
    Un caso actual que se repite en muchos departamentos de IS actualmente.
  • A lot of people have said many things about Service Catalogue. But what is the reality? Has the Service Catalogue, as defined by ITIL V3 in 2007, been able to keep up with the demanding, highly tech-savvy, consumerized workforce? As a leading Service Catalogue tool vendor, we see these realities first hand… and we believe the ITIL V3 Service Catalogue is nearing its end!

    This may sound strange coming from a Service Catalogue vendor, but we have seen a definitive shift in focus and we feel this is a game changer. So join Biomni’s CEO Angus Gregory and ITSM commentator Rob England (aka @TheITSkeptic) for a lively debate on what the world’s leading IT organizations are actually implementing and the business value that they are driving for IT and the businesses they support.
  • Extend the reach of your Service Desk to your Mobile Support Teams.

    Join us for the fifth in our six part FrontRange UK Webcast Series "Change is in your Hands" hosted by UK Solutions Consultant Peter Coote.

    We know that service desk technicians can’t always be tied to a desk.
    As needs arise, they may be travelling, working remotely or moving around your building completing assignments and solving problems for customers, often with reduced access to the service desk.
    With FrontRange™ HEAT Mobile Field Service there’s no reason for your technicians to go off the grid when they’re on a service call.
    HEAT Mobile Field Service turns a handheld smart-phone into a mobile service desk client, allowing technicians to take the office with them wherever they go.

    Register today to hear how HEAT Mobile Field Service can:
    •Empower your technicians
    •Lower service costs
    •Improve response times

    Missed our LIVE webcast?
    Catch up with the rest of the series and more on the FrontRange BrightTALK Channel.
  • 85% of enterprises permit BYOD, but only 25-30% of them actually have policies and technology to manage these devices. What is your business doing to ensure that the content on that device stays secure, regardless of what device your employees are using? If you are considering moving to a BYOD strategy or are in the midst of doing so, join this webinar to learn how to develop and execute a BYOD plan in your company. We'll talk about major challenges from creating a BYOD strategy and best practices from ensuring that the content on your device stays secure with Box.
  • In this session, we’ll introduce our cloud desktop offering and discuss how businesses are using this technology to drive down support costs, improve security, and create business agility. Additionally, we will discuss some best practices around planning and implementing a cloud desktop strategy.
  • Protiviti's IT Priorities Survey results reveal 2/3 companies are going through a major IT transformation in 2014. Join Protiviti's IT Consulting managing directors to discuss why.
  • 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 how your employees can hold multi-point HD video meetings around the world, anytime and anywhere with RingCentral Meetings.
  • While it's true that VANs have become a commodity, they are no less important to your business. Would you want to pay for electricity or WiFi that constantly failed? My guess is no. So, when choosing a VAN, why would you choose simply based upon price alone? How do you know that you are using the best VAN for your money?

    Paul Lockart, VP Operations with Liaison Technologies, will share five points to investigate when choosing a new provider, or evaluating your existing one. Not all VANs are created equal and this could mean hidden losses to your bottom line!
  • Envisioning how mobility will transform your business in the near future and beyond can be difficult, however there are practical strategies you can adopt today that will help accelerate your mobility transformation.

    Join Arun Bhattacharya, Sr. Director, Product Marketing, Enterprise Mobility, CA Technologies as he discusses the core tenants of a successful enterprise mobility strategy and provides practical guidance for business and IT Leaders on how to manage their businesses’ mobile future.
  • According to CIO Insight, 43% of IT executives believe a failure to integrate with legacy systems is the biggest perceived barrier to future mobile initiatives. These legacy systems contain a tremendous amount of business data and processes that don’t easily align with emerging technologies, specifically mobile devices. In this webinar, Aaron Landgraf, Product Marketing, MuleSoft and DJ Deng, Enterprise Mobility Leader, Pactera will outline a strategy for how to unlock legacy investments to deliver world-class mobile experiences.
  • According to CIO Insight, 43% of IT executives believe a failure to integrate with legacy systems is the biggest perceived barrier to future mobile initiatives. These legacy systems contain a tremendous amount of business data and processes that don’t easily align with emerging technologies, specifically mobile devices. In this webinar, Aaron Landgraf, Product Marketing, MuleSoft and DJ Deng, Enterprise Mobility Leader, Pactera will outline a strategy for how to unlock legacy investments to deliver world-class mobile experiences.
  • Join us to learn how investments in advanced analytics for IT Operations can lead to faster problem resolution, more effective use of IT toolsets, increased operational efficiencies, more effective optimization of the IT infrastructure in support of service delivery, and more automated insights into business alignment.

    Dennis Drogseth of Enterprise Management Associates (EMA) will discuss the underlying foundations for Advanced Operational Analytics (AOA) as EMA defines it, with an eye to HP’s current, leading-edge solution set. The web event will wrap up with process and skill set considerations relevant to helping IT move to the more effective, service-centric model that advanced analytics can enable—including EMA’s maturity model for moving your IT organization forward with analytics as a catalyst.
  • According to CIO Insight, 43% of IT executives believe a failure to integrate with legacy systems is the biggest perceived barrier to future mobile initiatives. These legacy systems contain a tremendous amount of business data and processes that don’t easily align with emerging technologies, specifically mobile devices. In this webinar, Aaron Landgraf, Product Marketer at MuleSoft and DJ Deng, leader of the Enterprise Mobility practice at Pactera will outline a strategy for how to unlock legacy investments to deliver world-class mobile experiences.
  • Curious about the cloud? We've got answers. Join HOSTING for an overview of cloud hosting and computing basics. From the history of the cloud to the projected future, we'll investigate the foundation of this $2.1 billion industry.
  • We are constantly reminded by the media of the real and potential threats of attacks. Any organization can be the target of an Advanced Persistent Threat (APT). Even those that may not consider themselves a target need to take into account the fact that information such as customer data, partner data, employee data, merger and acquisition activity, and resources shared with others may be targeted in an attack. Additionally, organizations must recognize that security weaknesses in their environment could be used as a base of attack against customers or business partners who may have information that is valuable to APT attackers.

    The NTT Global Threat Intelligence Report analyzed three billion attacks over the course of 2013 and has revealed valuable information, trends and insights surrounding APTs. The report emphasizes advanced techniques to detect, investigate and respond to the threats we face.

    Join this webinar where you will learn more about the practical steps organizations are taking to create a rational, proportional approach to tackle attacks. In this fast-paced, informative webinar, we will highlight report findings including:

    - Incident response case studies and their financial impact on the victim organizations
    - Information organizations can use to improve their operational security
    - Proper implementation, management and adjustment of proven control

    Don’t miss this opportunity to learn how to help reduce risk by avoiding threats and compress the mitigation timeline, significantly reducing loss exposure.
  • Integrate your way to efficient IT Service Delivery

    Join us for the final topic in our six part FrontRange UK Webcast Series "Change is in your Hands" hosted by UK Solutions Consultants Chris Powell and Peter Coote.

    Missed our LIVE webcast?
    Catch up with the rest of the series and more on the FrontRange BrightTALK Channel.
  • Gestión de Activos (ITAM) y Gestión de Configuración (CMDB) no son lo mismo ni tienen los mismos objetivos, pero tampoco saben vivir el uno sin el otro. Buscar el equilibro entre la gestión de activos y de configuración puede resultar muy sencillo con un enfoque colaborativo entre ambos mundos.

    Dónde termina la gestión de activos y dónde comienza la gestión de configuración no es una pregunta sencilla de contestar, y poner ese límite puede resultar complejo. Si nos centramos realmente en cuáles son los objetivos de los procesos y cuál es el valor aportado, olvidándonos un poco de la teoría “ITILica” (el mundo real no es un examen de ITIL), todo puede resultar mucho más sencillo. El truco está en buscar un equilibrio en qué debe estar en nuestra gestión de activos TI (ITAM & SAM), y qué debe estar en nuestra base de datos de configuración (CMDB). Ambos mundos están muy relacionados, deben trabajar en estrecha colaboración, compartiendo bidireccionalmente mucha información, pero no son lo mismo, y cada uno de ellos debe tener su parcela “privada” de información. Ni todo lo que está en gestión de activos debe formar parte de la CMDB, ni a la inversa, pero desde cualquiera de ellos debemos tener acceso directo al otro. A fin de cuentas, ni contigo ni sin ti…

    Durante poco más de media hora se tratará de explicar cómo y dónde poner esa separación entre activos y configuración, argumentando el por qué, y aportando pequeños consejos para que la implantación de estos sistemas sea sencilla y en absoluto traumática.
  • Despite advances in project management a surprising number of projects still fail by missing budget and timing goals, not delivering real business value or in other ways. Managers also still struggle with visibility into the entire portfolio and with communicating program status and success with stakeholders. Implementing a Project and Portfolio management toolset in the enterprise has proven to be one of the fastest IT payback investments and highest first-year Returns on Investment (ROI) available. In this session you will learn how others have implemented a toolset and improved their business results right away. You’ll also hear about a proven approach that focuses on performance, adoption, and simplification and how that will accelerate the benefits of a holistic approach to project and portfolio management.

    Join Jay Krackeler, an HP Product Manager with extensive experience in this space and Russ King, from HP Partner ResultsPositive, for an informative session packed with real-world examples from companies across a variety of industries.
  • Once upon a time, when ITIL was young, a role on the service desk was seen as a valuable background for a generation of diverse service managers who championed the voice of the business within the IT department.. Then a darkness fell over the land and the service desk was cast into the dungeons of the IT department. In a fast changing, non-linear world dominated by shadow IT, self-service and search engines the role of the service desk is undergoing a renaissance and the service desk agent of 2014 is ideally positioned to gain the skills needed to once again drive IT forward....if traditional IT management recognise the need for change.

    This session will look at the changing IT eco-system, the concept of a Service desk 2.0, the current ITSM skills gap, and the opportunities to pursue an ITSM career based on experience gained in a service desk role
  • There is no doubt that cloud computing is rapidly advancing in the marketplace.
    New cloud based applications and services are coming to market quicker than ever, boasting of reduced cost of acquisition and operation. For some cloud services the pay as you use model is seen as very attractive for many organisations.

    Cloud computing, in its current form, is still relatively new. Best practice frameworks, including ITIL ®, and standards need to catch up and provide guidance on how best to use, deliver and consume cloud based services.

    •Can organisations wait any longer for basic guidance on managing cloud based services?
    •What are the burning issues and gaps in the current best practice guidance?
    •What are the key issues traditional service management are having to face when looking to adopt cloud based services?

    The answer to these questions and more will be provided during this presentation.

    This session will benefit CIO’s, CTO’s, IT Managers, Service Delivery Managers, Service Architects, IT Service Management Practitioners and anyone that wants to understand the effect that cloud based services is having on traditional IT design and delivery.
  • Managing a Service Desk in today’s lightning-fast IT world is challenging in the best of circumstances. As such we reach for each and every tool that we can bring to bear to give supervisors, managers, and directors the edge they need to lead their teams towards success.

    Matthew Aaron, Service Desk Supervisor for Independence Blue Cross, completely transformed his team by establishing strong metric analysis and by using this data to guide decision making. Spend some time with Matt learning how he created real, actionable results for his team simply by changing the numbers and how they were looked at.
  • Do you struggle with the need to deliver high quality applications at a seamless non-stop pace – supporting a rapidly growing number of users with fewer resources? New advances in integrated testing solutions will improve the productivity of your staff and help you respond more quickly to these challenging business requirements. Find out how a comprehensive testing lifecycle, integrated with software change management and automated application deployment, can help you meet the challenges in a continuous release world while maintaining overall application quality.
  • Service Requests are some of the most common and highly visible interactions between an IT department and the business it serves.

    Implementing a smooth way to assist users in selecting the requests that are relevant to them and tracking them across their lifecycles is a key goal in providing business value for the majority of the users. Done right the Service Request process raises the profile of the IT department with the user base. Done wrong it is one of the most commonly referenced issues that exists between the user base and the IT department as a whole.

    This presentation will explore the secrets of successful request fulfilment, the Do’s and Don’ts of how to set up this high traffic, highly visible and highly useful process.
  • During their professional careers, Ian and Greg have navigated a number of roles in, on and around a wide variety of service desks, observing technology, processes and IT’s most important and complicated component - its people.

    In this sideways look at the service desk, Greg and Ian propose a model to describe the people dimension, arguing that a better understanding of the people can bring big benefits to IT’s most fundamental team.

    Whatever your role in IT, getting more from and giving more to front line teams can help to improve service management, not just customer satisfaction
  • If you’re an IT administrator this situation will sound familiar: you have to manage an ever growing IT estate without enough IT staff. This task increases in difficulty as the network expands beyond the walls of your organisation to multiple remote locations. Building an accurate inventory of IT assets can be a massive challenge, especially as these assets often experience changes.

    Most of the benefits of a mature asset management practice are based on three components: People, Process, and Technology. Join this webinar and gain insight on how to deploy a successful IT Asset Management Automation plan to increase the efficiencies in accurate data discovery, consolidate the information between inventory, licenses and contracts and achieve a better tracking of renewals and lease expiry.

    Also, learn how to integrate effectively asset, contract, and service management departments for better reporting and metrics. Bring all your questions and interact live with the presenter!