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IT Service Management

  • Practical Steps to Data Centre Migration Planning and Execution Practical Steps to Data Centre Migration Planning and Execution Simon Allen, Mike Dorfler, David Cuthbertson, Sep 28 2016 12:00 pm UTC 45 mins
    This webinar is being delivered in conjunction with the UKDCIG, PTS Consulting and Square Mile Systems.
    Migrating data centres or moving to co-location is complex and subject to cost overruns, especially where existing infrastructure documentation is of questionable quality. We'll show how the use of database driven toolsets can help automate the project processes and avoid many of the typical problems that organisations with overstretched teams encounter.
  • State of the Hack: Nordics State of the Hack: Nordics Jens Monrad, Senior Intelligence Account Analyst, FireEye iSIGHT Intelligence Sep 28 2016 12:00 pm UTC 45 mins
    The cyber threat landscape has never been more dynamic, than what we are seeing today. With an expanding surface area for attacks and a cybercriminal ecosystem worth billion of dollars on a global scale, cybercriminals are constantly pursuing new methods to obtain financial funds.

    It is no different in the Nordics – a region that is well known for its natural resources, innovations in renewable energy and healthcare, proximity to the Arctic, and emphasis on transparency in government is also a prime target for cybercriminals. These unique attributes make the region a prime target for cyber threat groups looking to capitalize on Nordic countries’ robust economies and distinct geopolitical concerns.

    Join Jens Monrad, Senior Intelligence Account Analyst at FireEye, who will discuss:

    * The Threat Landscape in the Nordics
    * Trends and Insights in Malware detections across the Nordics
    * Geopolitical situations which can influence the threat landscape in the Nordics
    * How having accurate and enriched threat intelligence can enable organisations to make tactical, operation and strategic decisions.

    Register today and learn what tools, processes and information organisations need in order to allow them to fully reconstruct the attack scenario and help make the right decisions based on the attack, as well as prepare for the next one.
  • China, India set to emerge as cloud powerhouses: The why, how, and when China, India set to emerge as cloud powerhouses: The why, how, and when Agatha Poon Sep 28 2016 3:00 pm UTC 75 mins
    The competitive landscape of cloud computing in China and India looks very different today than it did a few years ago. Aside from gaining wholehearted support from local governments, positive investment climate has a role to play to ignite market interest and vendor support. While early cloud leaders like Amazon and Salesforce have helped define the evolving marketplace and invited further competition, local players, which used to be hampered by process oversights, are now turning to cloud-based business models and service delivery to reinvent themselves and stay agile as technology innovation collides with reality. How does the cloud market shape up in China and India so far? What types of cloud services will be important in near future? What does it mean for you going forward?
  • CMDB Implementation Approach & Case Study CMDB Implementation Approach & Case Study Peter Hubbard, Principal ITSM Consultant at Pink Elephant EMEA & Faisal Usmani, Business Development and Strategy Lead for Co Sep 28 2016 3:30 pm UTC 60 mins
    CMDB Implementation is one of the most complicated of any ITSM programmes an organisation can undertake. The difficulties in creating a toolset, capable of linking hundreds of thousands of interconnected bits of data together in a meaningful manner while also supporting a highly fluid environment with dozens of changes each week, are formidable indeed.

    Join Peter Hubbard, Principal ITSM Consultant at Pink Elephant EMEA, as he discusses the Pink Elephant approach to create a CMDB in the real world. He will demonstrate the critical importance of the scoping session and understanding the organisations requirements to ensure the CMDB supports the business. Peter will then show you how to turn those requirements into concrete actions to map and create your CMDB.

    Faisal Usmani, Business Development and Strategy Lead for Comms at Cyient EMEA, will build on Peter’s theme; detailing how an effective CMDB implementation forms the basis for ITSM solutions. He will cite a case study that shows how this translates into a real world operational scenario that utilises actionable dashboards and provide valuable insights into your service performance at different levels within your organisation.

    At the end of the session you should know the importance of being able to ask your ITSM organisation ‘For our CMDB, do we need a battle tank or body armour?’’
  • Making sense of network visibility landscape Making sense of network visibility landscape VanValkenburg, Product Expert Infrastructure Management Devices Sep 28 2016 6:00 pm UTC 60 mins
    Packet flow switching for today’s enterprise networks

    Presenter: David VanValkenburg, Product Expert Infrastructure Management Devices

    To take advantage of Digital Transformation (DX) initiatives, enterprises must collect, organize, and optimize the packets traversing their networks. But how do you handle such a monumental task, given the prevailing 10G+ speeds in your datacenters? Join our webinar to learn more about packet flow switching and its role in the “collect” step of DX. We will cover:

    Options available to you when it comes to network visibility
    Packet conditioning and its critical role in reducing the burden on your monitoring infrastructure
    Lessons learned in deploying visibility infrastructures for service assurance and cybersecurity
  • How to Avoid the Citrix Blame Game How to Avoid the Citrix Blame Game Peter Connolly, Systems Engineer at ExtraHop Sep 29 2016 1:00 pm UTC 45 mins
    When applications and desktops are delivered over Citrix, the Citrix administration team becomes the front-line for responding to complaints about slow performance. But more than 60 percent of the time, the root cause of the problem lies outside of the Citrix environment.

    In this webinar, you’ll learn how wire data analytics can enable Citrix administrators to not only see end-user experience for ICA sessions, but also dig into application and infrastructure performance to uncover the real reason for slowdowns.
  • The 7 Things I Wish I Knew Before I Started Down the Agile Path - 1 PDU The 7 Things I Wish I Knew Before I Started Down the Agile Path - 1 PDU Andy Jordan, ProjectManagement.com Sep 29 2016 2:00 pm UTC 60 mins
    Every organization’s Agile transformation is different, however there are key landmines that can cause an organization’s Agile transformation to struggle. Join Andy Jordan, ProjectManagement.com as he discusses how you can avoid seven common Agile transformation mistakes and put your organization on the right path with Agile.

    This session is approved for 1 Project Management Institute (PMI) PMP PDU Credit.
  • Driving PPM Excellence–Insights from CA Services with Application Managed Svcs Driving PPM Excellence–Insights from CA Services with Application Managed Svcs George Starr, Sr. Director Practice Services Adam Frary, Services Marketing Sep 29 2016 3:15 pm UTC 60 mins
    Every one of our PPM customers is pursuing the same end goal – how to deliver the highest value to the organization. Working with hundreds of customers, we have learned that the answer requires a comprehensive approach across multiple disciplines. To drive bigger results and achieve greater PPM maturity, organizations need to improve PPM leadership, governance, change management, product management, development, support and other disciplines.

    Please join us for this presentation that discusses how to achieve PPM excellence by building competencies across disciplines in-house with the option of augmenting that approach with Application Managed Services for CA PPM.
  • Managing the End User Experience with GPU-Powered Insights Managing the End User Experience with GPU-Powered Insights Sumanta Chakraborty, GRID Product Manager, NVIDIA and Bala Vaidhinathan, CTO, eG Innovations Sep 29 2016 4:00 pm UTC 60 mins
    GPU technology improves Citrix virtual desktops and applications, but to truly deliver an immersive user experience that scales, organizations need to manage the complete GPU deployment lifecycle – from designing the infrastructure, to managing and optimizing a production environment, to responding to user issues dynamically, in real-time.

    eG Innovations in partnership with NVIDIA is delivering comprehensive monitoring capabilities that enable IT to better manage all aspects of the user experience, tapping into new GPU-sourced insights that aid in design right-sizing, proactive infrastructure optimization and help desk issue remediation. This new joint solution integrates eG Enterprise with NVIDIA GRID software to provide actionable insights through host-level, guest-level, and application-level analytics.

    Attend this webinar to learn how to deliver complete lifecycle management of the end user experience for GPU-powered applications and desktops.
  • Building a ServiceNow Vision and Roadmap - Why Your Roadmap Could Crash Building a ServiceNow Vision and Roadmap - Why Your Roadmap Could Crash Ellen Daley Sep 29 2016 6:00 pm UTC 30 mins
    Learn how to set up and socialize a ServiceNow roadmap that will save your team time and money.

    You’ll also have the chance to download a 2-page free Vision and Roadmap template that can be used to stimulate discussion and decisions in your organization.
  • Digital Businesses of the Future Digital Businesses of the Future Ross Mason, Founder and VP of Product Strategy, MuleSoft; Bill Briggs, CTO, Deloitte Digital LLP Sep 29 2016 8:00 pm UTC 75 mins
    Every company today is a technology company. This trend has opened up new possibilities for every organization in any industry. Imagine if media companies let consumers experience scenes from their favorite TV show with augmented reality. Imagine if IT played an active role in retooling high-cost training and simulation environments with virtual reality.

    Join Bill Briggs, CTO at Deloitte, and Ross Mason, Founder and VP of Product Strategy at MuleSoft, to learn what organizations and your business can look like in the future and how you can start today to make the imaginative possibilities into a reality.

    Attendees will learn:

    – How virtual and augmented reality, artificial intelligence, microservices, and the Internet of Things will disrupt businesses in the next 18-24 months
    – How the digital future of businesses will impact the way IT plays a role within enterprises
    – How companies can leverage API-led connectivity to build application networks that set the foundation for making the future into a reality sooner
  • Higher Ed CoI | Crossing the River With My Dragon Higher Ed CoI | Crossing the River With My Dragon Mary Therese Durr, Director of Computing Support and Service Management at Boston College Sep 29 2016 8:00 pm UTC 60 mins
    An IT support professional’s perspective on change.

    Ever wonder why change is so hard. Join us as Mary Therese Durr, Director of Computing Support and Service Management at Boston College shares her experience with change and the dragon that impedes acceptance.

    Mary Therese Durr is the Director of Computing Support and Information Technology Service Management at Boston College. Mary entered the technology field over twenty-five years ago as a computer programmer. She has moved from software development to computer lab management to networking to systems management and lastly to directing those who do all the real work. Her specialty is discovering people’s strengths. Mary has her Master's in Education, Research, Measurement, and Evaluation from the Boston College Lynch School of Education.

    The best way to engage all employees is through their managers. Therefore Mary includes in her responsibilities partnering with Information Technology Services (ITS)-Human Resources to build and support a management training program for ITS as well as consulting with management as needed.
  • Live Demo of OptiView XG Live Demo of OptiView XG Tony Fortunato, Senior Network Performance Specialist with The Technology Firm Oct 4 2016 5:00 pm UTC 60 mins
    Troubleshooting performance problems in today’s networks is only getting more complex:

    • Growth of 10G links with limited visibility
    • Increasing demands on wireless networks
    • Complex infrastructure with outdated documentation

    Last thing you need are hard-to-use tools that are complex in themselves or require extensive training before you can effectively use them.

    Please join us for a free webinar where Tony Fortunato will talk about these issues and present a live demo of the OptiView® XG Network Analysis Tablet.

    XG expedites network performance problem solving by automating root cause analysis and providing guided troubleshooting to address problem areas - anywhere on the network – wired or wireless.
  • Benchmarking Roundup: Summary of 2016 Service and Support Benchmarks Benchmarking Roundup: Summary of 2016 Service and Support Benchmarks Jeff Rumburg, Managing Partner at MetricNet Oct 4 2016 6:00 pm UTC 60 mins
    Many Service and Support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer are aware of what constitutes acceptable performance. In this session, Jeff Rumburg will share the results of MetricNet’s 2016 Global Benchmarking Initiative for Service and Support, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.
  • Educational Institutions:Accurate visibility of all software & hardware assets Educational Institutions:Accurate visibility of all software & hardware assets David Foxen, SAM Evangelist at Snow Software Oct 5 2016 1:00 pm UTC 45 mins
    With a strong track record in Education, find out how Snow Software provides a consolidated view of all licenses, enabling staff to use just one interface to manage multiple software vendors, device types and locations across all platforms.
  • Multi-Cloud Management - How to effectively manage multiple cloud environments Multi-Cloud Management - How to effectively manage multiple cloud environments Brent Brightwell, SVP Strategy, DoubleHorn Oct 5 2016 5:00 pm UTC 30 mins
    The digitization of businesses and the way that IT supports the needs of these businesses has changed significantly over time. Today, different IT workloads can be deployed on different types of cloud services, depending upon the business requirements. As a result, many IT departments are moving their infrastructure to the cloud and multi-cloud virtual environments. A multi-cloud management platform allows enterprises to manage workloads and applications across all cloud deployment models, including public, private, and hybrid. Using the right platform for this workload enables enterprises to drive favorable business results. The multi-cloud approach facilitates transition to the IT-as-a-Service (ITaaS) model, where IT departments act as service brokers and support organizations in optimizing their IT infrastructure consumption. In this webinar, we'll discuss the key features of a multi-cloud management platform and also discuss the benefits, challenges, and opportunities in the existing market.
  • Customer Service: Changing Preferences and Evolving Technologies Customer Service: Changing Preferences and Evolving Technologies Dana Olson, Chris Savio, and Megan Selva (moderator) Oct 5 2016 5:00 pm UTC 60 mins
    In research conducted by HDI and Robert Half Technology on the technical support center of the future, industry professionals said they need a staff with a passion for supporting customers and with social intelligence—a human connection in a digital world.

    Both internal and external customers are utilizing more communication channels and more devices now than ever before. The mobile workforce, remote work, consumerization, increased self-service, and emerging technologies have all played a part in creating the demand for better ways to serve customers and users.

    Attend this Customer Service Week webinar, presented by Dana Olson, senior IT manager at the Gavilon Group, to learn:
    • Which support channels customers are choosing
    • Why the combination of technology and people is more important than ever
    • What contributes to a great service culture in the support center

    According to the HDI 2015 Support Center Practices & Salary Report, 26 percent of the organizations that had an increase in customer satisfaction said that having a remote control tool was a factor in the increase.

    Chris Savio, a senior product expert from Rescue by LogMeIn, will show how Rescue can facilitate connecting with customers on multiple platforms to resolve issues quickly and easily utilizing remote control software, whiteboarding, system diagnostics and push configurations.

    Who should attend:
    • IT service desk managers and leads
    • Desktop support managers and leads
  • Projects end, but Services Live On. IT Better Focus on Delivering Services! Projects end, but Services Live On. IT Better Focus on Delivering Services! George Spalding, Pink Elephant and Allen Houpt, CA Technologies Oct 6 2016 4:00 pm UTC 60 mins
    IT has grown up over the last 50 years as a conglomeration of hundreds of projects. And, for better or worse, IT is still in project mode. Someone (usually the business) has an idea to make things better, sells the idea to the executives, gets funding, writes a charter, and the merry-go-round begins. In most enterprises, the big picture doesn’t get propagated to the operational level. In delivering services to the business, even the PMO functions more like a traffic cop than a strategic advisor. Projects, by definition, have a beginning, a middle, and an end. Yet the business’s need for services and value from IT knows no end. The time has come to change the way IT approaches delivering services. IT needs to focus on providing agile, high-quality, ongoing services that the business needs and wants. IT must provide ongoing value to the business; all day, every day. Projects end, but well-designed services live on and on.
  • Addressing the Top WiFi Complaints. It just has to work! Addressing the Top WiFi Complaints. It just has to work! Devin Akin, CEO, Divergent Dynamics Oct 6 2016 6:00 pm UTC 60 mins
    You've heard them. The all too common WiFi user complaints: Too slow, Can't connect, Get disconnected, Can't roam! Each of these complaints have a cause that can be resolved.

    Join this session to hear WiFi expert Devin Akin address the top WiFi issues. He'll dig into what to look for, the diagnosis, and best troubleshooting tips.
  • Overcome Outdated Processes and Automate IT Risk & Compliance Overcome Outdated Processes and Automate IT Risk & Compliance Nick Hayes, Analyst at Forrester, Josh Hankins, Information Security Solutions Manager at 84.51° Oct 6 2016 6:00 pm UTC 60 mins
    Companies across a wide gamut of industries and regions all strive to effectively manage risk and compliance, but too few actually achieve it. As IT, business, and regulatory environments grow increasingly complex, risk and compliance pros must move past outdated processes and legacy systems to innovate and find ways to achieve higher degrees of efficiency and oversight.

    During this webcast, guest speakers Nick Hayes, Analyst at Forrester, and Josh Hankins, Information Security Solutions Manager at 84.51° will cover how you can:

    · Move up the maturity curve through better program coordination and technology integration.
    · Establish the right metrics to build the business case and showcase continual progress.
    · Bolster future success by prioritizing business agility and data mastery as top strategic objectives.

    This Webcast will have a Live Q&A
  • Resource Management In A Busy World: Delivering Results, Extending PPM Maturity Resource Management In A Busy World: Delivering Results, Extending PPM Maturity Eric Kissel, Services Architect for CA PPM, CA Technologies Lars Matzerath, Head of Sales, itdesign GmbH Adam Frary, Services Oct 7 2016 3:00 pm UTC 60 mins
    Resource Management is a relatively straight forward concept. So, why do we, as CA PPM Practitioners, struggle to achieve the outcomes we expect? How can we extend organizational maturity for PPM with high value outcomes from resource management?
    Please join Erich Kissel, CA Services Architect for PPM, and Lars Matzerath, Head of Sales from itdesign GmbH for an insightful session discussing these issues.
    CA Services will provide tips for getting started and for expanding into new resource management use cases. Our partner, itdesign, will share short demonstrations of two powerful packaged work products for CA PPM: itd Assignment Editor and itd Allocation Editor which enhance project and resource managers’ visibility and editing options of resources.
    From assigning and aligning resources to projects, evaluating and normalizing demand, to gaining a better understanding of available skills, it’s time to fulfill your resource management aspirations!
  • Reduce Service Desk costs with Big Data Analytics Reduce Service Desk costs with Big Data Analytics Thore Senneset – Incident Manager in HEMIT and Markus Hammelmann – Dipl.-Ing., MBA working for T-Systems GmbH Oct 11 2016 2:00 pm UTC 45 mins
    What value does automation and big data analytics bring?

    Big Data analytics provides actionable insight and fast knowledge delivery. It allows you to see trends in incident and other service desk data for an easy jumpstart into proactive problem management. Together with faster call handling and problem resolution times, there are significant improvements in efficiency and a decrease in cost for the IT organization.

    See what others have achieved:

    The real proof of value of an automation solution is what others have achieved. Join us to hear from:

    -Thore Senneset – Incident Manager in HEMIT, Norway – on how Smart Analytics helped them reduce incident and interaction resolution times.
    -Markus Hammelmann – Dipl.-Ing., MBA working for T-Systems GmbH, Germany – will share how Smart Email helps T-Systems to automatically classify incoming tickets and help them to reduce email ticket handling time.
  • Two Speed Transition: Tradition & Innovation – starring Release, Service Catalog Two Speed Transition: Tradition & Innovation – starring Release, Service Catalog Jon Morley, Vawns Murphy and Matt Hoey Oct 11 2016 2:00 pm UTC 60 mins
    In this fast moving and interactive session - featured at the ITSMF UK 2015 and ICS/ITSMF Ireland 2016 conferences - the itSMF UK Service Transition Specialist Interest Group take on the concept of applying “bi-modal IT” or “two speed ITIL”. Agile, DevOps, the culture of ‘doing more with less and quicker’ are all common examples of expectations on IT service providers in a world where the framework are geared more towards traditional approaches to service management.

    By pitting traditional against ‘new thinking’ approaches across several Service Transition topics (Release Management, Service Catalogue and Early Life Support), the group share their experience on applying the different approaches.

    You’ll get the chance to put your view across through a series of votes and open discussion slots throughout the session…time boxed of course!

    Speakers:
    Jon Morley – Service Transition Manager at University of Nottingham & Vice-Chair of itSMF UK Transition SIG
    Vawns Murphy - Problem & Change Manager at Micro Focus
    Matt Hoey - IS Change and Service Quality Manager at Grant Thornton UK LLP & Chair of itSMF UK Transition SIG
  • Database as a Service: What should you consider before migrating to the cloud? Database as a Service: What should you consider before migrating to the cloud? Matt Aslett - 451 Research Director, Data Platforms and Analytics Oct 11 2016 3:00 pm UTC 45 mins
    Database-as-a-service offers multiple potential benefits, including lower database licensing and infrastructure costs, faster time to application development, and reduced administration overheads. These benefits are most likely to be experienced by database administrators and architects, although senior decision-makers and business users also stand to gain from having on-demand access to database services, rather than waiting for databases to be configured and deployed on dedicated physical or virtual server infrastructure.

    While 451 Research anticipates growing adoption of database-as-a-service (DBaaS), adoption is currently nascent compared with other cloud services, as enterprises look to make the most of their investments in on-premises database deployments, and also to identify the most appropriate workloads for transition or migration to DBaaS. This webinar explores the factors shaping those adoption trends, including the potential benefits and challenges to DBaaS adoption, the economics of the cloud as they relate to database workloads, and adoption lifecycles.

    Based on research involving enterprises currently deploying database workloads in the cloud, the webinar will:

    • Highlight the trends driving enterprises to move database workloads to the cloud
    • Identify the challenges causing enterprises to be hesitant about migrating database workloads to the cloud
    • Identify the use-cases that are prime candidates for migrating database workloads to the cloud
    • Highlight the critical success factors for database migration to the cloud
  • iSpeak™: Compliance:  Privacy Shield (Safe Harbor) Update iSpeak™: Compliance: Privacy Shield (Safe Harbor) Update Jeanne Morain, Emerald de Leeuw, Don Cox Oct 11 2016 4:00 pm UTC 30 mins
    Privacy Shield has replaced Safe Harbor as the standard for to regulate software when dealing with the European Union. Over 4000 US companies are said to be impacted. Privacy Compliance by Design is at the forefront in assisting companies with rethinking their software strategy to reduce risks to security and compliance. Join special guests Emerald de Leeuw, CEO Eurocomply and Don Cox, former CISO for this update on the latest around Privacy Shield and Implementing policies to enable security and compliance as part of your Cloud Center of Excellence.