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.
Each day, with every customer transaction, employee task and business process, companies generate vast amounts of operational data that provides leaders and managers with insight into what is working well and what requires attention. Operational data is particularly important to those responsible for stewarding the information and technology assets of their organization.
In this context, operational data is particularly important to IT, which is why it is so critical to understand the three different types of operational data on which IT leaders rely.
Business operational data is all about the business processes and user experiences, which IT enables with the technology and services it provides. The reason organizations invest in technology is to improve the productivity and effectiveness of business operations. Process and user-related data evaluated over time provides a contextual picture into how effectively the technology is achieving that goal.
IT operational data is concerned with the content of “what” technology components are operating and being used. IT operational data is important as a part of the IT planning process to understand capacity utilization and determine where scalability constraints exist, as well as to understand the cost of services provided to users and to assess security and risk considerations of the business-technology ecosystem. Within IT service management processes, operational data is critical to ensure performance and availability Service Levels Agreements (SLAs) are honored, and to drive technology cost reduction through infrastructure optimization.
Operational data provides IT with the critical picture it needs to understand and optimize the role it plays in the context of the company.
Putting the customer center-stage when defining the service portfolio is crucial in order to stay successful in a highly competitive market. However, service providers in the multi-tenant and hosting market need to leverage a new catalog-driven approach to drive their organization end-2-end: from order management, delivery and provisioning, to billing, accounting and finally, to operation.
In this interview, service management expert Patrick Büch explains how to tackle today’s challenges and how to increase an organization’s flexibility and agility in terms of how services are offered to the customer.
For more details, please see the further information in the section "attchments": Expert Paper and website link.
As workload migration to public cloud continues, IT organizations face a wealth of challenges as they determine the most effective compute ecosystem for their needs. Server technologies are evolving quickly—from converged to hyperconverged to composable—and finding the right fit for on-premises workloads is now a critical component of infrastructure strategies. This webinar will explore the drivers behind enterprise server purchases and how they are planning for the future.
Join Christian Perry, Research Manager, Voice of the Enterprise: Servers and Converged Infrastructure, for this interactive webinar highlighting analysis of customer spending and adoption trends from 451 Research’s latest survey of IT buyers.
During the webinar, learn:
-Drivers of today’s purchases of servers and converged infrastructure
-Key customer pain points and objectives for servers and converged infrastructure
-How cloud migration is impacting spending on servers and converged infrastructure
-Where hyperconverged fits into new infrastructure deployments
-How vendors are positioning themselves to win in this evolving compute market
We’re now half way through the sales cycle of 802.11ac Wave-2 APs. Where are those 4x4:4 clients we were promised? Why is nobody using 160MHz channels? What about the value that MU-MIMO was supposed to deliver? So far, Wave-2 has failed to deliver on the marketed promises and will soon be replaced with the new 802.11ax technology. What is preventing customers from realizing the value of Wave-2, as marketed by AP manufacturers? Have the vendors finally been caught red-handed in their mis-marketing of a technology? Join Devin Akin as he shares the facts about Wave-2 technology.
Devin Akin Bio:
* 15+ years of Innovative Experience in Wi-Fi
* Named to the TWW Top 100 Wireless Technology Experts list for 2014
* Co-founder/CTO, The CWNP Program (cwnp.com), 2001-2009
* Chief Wi-Fi Architect, Aerohive Networks 2009-2013
* Network Architect, Evangelist, Author, Speaker, Teacher, Blogger
* Advisor to most Wi-Fi manufacturers at some point since 2001
Just a few years ago, The Coca-Cola Company (TCCC) was completely on-premises, looking for a way to move toward their cloud-first strategy. Watch TCCC’s presentation from MuleSoft’s Atlanta Summit to learn Coke’s journey with MuleSoft starting from evaluation to how they are currently taking an API-led approach to integration. With this, Coke is now creating great customer experiences and enabling their sales force to continue to lead through innovation.
Attendees will learn how TCCC is using MuleSoft to:
- Implement a microservices architecture
- Automate release management to accelerate time to production
- Move from a COE to a Center for Enablement (C4E) to maximize reuse
Three-quarters of IT and finance leaders fear a software audit by Microsoft. More than Oracle, IBM or SAP. In fact, 68% say they have been audited by the world’s largest software publisher in the last 12 months alone* and this looks set to increase.
But software audits don’t need to be scary if you’re armed with the right information and insight.
The key is identifying and addressing the key points of failure in a Microsoft software audit:
Join Microsoft licensing guru, Rich Gibbons from ITAM Review and compliance pros from the world’s leading SAM technology provider, Snow Software, for a 45-minute masterclass in Microsoft audit readiness.
•Do you have a 'hero' on your ITSM team? You know the 'hero' – it's that person who always seems to make the "game-changing catch" as they complain about doing it. It's the person who doesn't share knowledge, yet doesn't understand why no one else knows what he or she does. Doug Tedder, ITSM consultant, will help you uncover:
* the symptoms and impacts of the 'hero'
* what allows the hero to exist in the first place.
* tips to change how your IT team is working within your overall business.
About the Presenter:
Doug Tedder is the principal of Tedder Consulting LLC, an ITSM and IT governance consulting practice. Doug is a strategic, innovative, and solutions-driven service management professional with more than twenty five years of experience across a variety of industries. He is a resourceful, pragmatic, and hands-on leader with a proven track record of success implementing ITSM processes, focusing on value delivery and organizational transformation.
Doug is a Fellow in Service Management (FSM), an ITIL Expert and v2 Service Manager, and a certified ISO/IEC 20000 Consultant Manager. He holds all of the ITIL Capability certificates, and he’s a certified ITIL Foundation trainer. As an active volunteer within the ITSM community, Doug is a frequent presenter at industry user group meetings, webinars, and conventions. He is also a former president of itSMF USA.
ICTFOOTPRINT.eu is organising its 5th webinar on 27th April 2017, 12:00 CEST to help you manage the energy consumed by ICT and know how Life Cycle Assessment (LCA) can guide you to make your ICT more sustainable. All those who want to become more sustainable in ICT are welcome to join us in this exciting webinar.
Jean-Marc Alberola, Group Energy Strategy leader at Airbus & Vice Chairman of ETSI ISG OEU (Industry Specification Group Operational Energy Efficiency For Users). Jean-Marc will speak about the work developed by ETSI ISG-OEU, operative KPIs that enable the monitoring of the energy management performance in data centres and ICT sites. After a short description of the global KPI DCEM, the presentation will focus on the implementation of these KPI’s in an industrial area of corporate ICT sites.
Fadri Casty & Tereza Lévová, both from EcoInvent, , the world's most consistent & transparent Life Cycle Inventory database. The ecoinvent database provides well documented process data for thousands of products, helping you make truly informed decisions about their environmental impact. Fadri and Tereza will demonstrate the value of doing LCA on ICT equipment.
Berina Delalic, from multEE will introduce the Monitoring & Verification Platform (MVP), a web based tool developed to calculate and store data about energy and CO2 savings resulting from implemented energy efficiency measures. Having in mind central role of ICT especially in the commercial sector, some methods are developed for improving ICT’s energy efficiency, and therefore achieving CO2 emission reduction. The presentation will show how MVP can be used for measuring results from the activities that enable more efficient use of energy for ICT in commercial buildings.
The webinar will be moderated by Silvana Muscella (Project Coordinator of ICTFOOTPRINT.eu and CEO of Trust-IT Services) who has broad experience in stimulating topics in the ICT sector.
Multi-building and multi-site IT environments are not simple to document with both legacy and new technology co-existing for many years. Our webinar looks at documentation methods that make multi-building IT infrastructure easier to plan and manage.
Scaling up your AWS reseller business, managing multiple client accounts, and maintaining profit margins can be complex and time consuming. However, you do not need to try this alone. The right cloud management platform can simplify business operations like invoicing and chargebacks and also optimize purchasing and allocation opportunities to increase revenue.
You’re invited to a live webinar with AWS and CloudCheckr to learn how to create a profitable AWS business using CloudCheckr’s cloud management platform for AWS MSP and Resellers. In this exclusive webinar, attendees will learn:
● Why every organization should have a cloud financial administrator
● 3 key strategies to enable higher profitability
● How to automate AWS invoicing and billing processes at scale
CloudCheckr is an AWS Advanced Technology Partner and trusted by 150+ AWS authorized resellers and MSPs, as well as 40% of AWS Premier Consulting Partners. Join CloudCheckr Co-Founder/COO Aaron Klein, Director of Partner Services, Alana Biltucci, and Amazon Web Services Channel Strategist Mira Ayad as they dive into specific ways that AWS Resellers can increase their margins and grow their AWS business.
During the next 5 years, machine learning is poised to play a pivotal and transformational role in how IT Infrastructure is managed. Two key scenarios are possible: transforming infrastructure from a set of under-utilized capital assets to a highly efficient set of operational resources through dynamic provisioning based on consumption; and the identification of configurations, dependencies and the cause/effect of usage patterns through correlation analysis.
In the world of IT infrastructure, it’s all about efficient use of resources. With on-premise infrastructure (compute, storage and network) utilization rates for most organizations in the low single digits, the cloud has sold the promise of a breakthrough. For those organizations moving to Infrastructure as a Service (IaaS), utilization in the middle to high teens is possible, and for those moving to Platform as a Service (PaaS), utilization in the mid-twenties is within reach.
Dynamic provisioning driven by demand is essentially the same operational concept as power grids and municipal water systems – capacity allocation driven by where resources are consumed, rather than where they are produced.
The second part of the breakthrough relates to right-sizing infrastructure. Whether this is network capacity or compute Virtual Machine size – machine learning will enable analysis of the patterns of behavior by users and correlate them to the consumption of infrastructure resources.
During the near term, these benefits will be much more tactical. Automated discovery combined with behavioral correlation analysis will virtually eliminate the need for manual inventory and mapping of components and configuration items in the IT ecosystem to reveal how the ecosystem is operating.
Today, IT has the opportunity to automate the mapping of components in their infrastructure to provide a more accurate and actionable picture.
CloudCheckr TechTalk is a webcast series designed to help unlock the power of unified cost and security management. Whether you’re a power user or new user, our product experts will help you maximize your production using the CloudCheckr platform.
Join us for a deep dive into the CloudCheckr platform. Whether you or your team are new to CloudCheckr, everyone attending this session will learn:
In this upcoming webinar, Jonah Kowall, VP of Market Development and Insights at AppDynamics, will present his thoughts and opinions on the current and future state of DevOps, specifically targeting enterprises that are undergoing or experimenting with DevOps and agility.
Jonah will explore the demands for agility in order to remain customer focused and drive digital business. He’ll then share some best practices and ideas to overcome one of the largest challenges to business utilizing DevOps — creating trust across organizations and getting your people on board with the creation of a DevOps culture.
- Understand the importance of agility to meet the demands of customers and drive digital business.
- How to build and execute on cross-functional team building.
- Best practices for the essential process of collecting and sharing data across all teams.
- Gain best practices for the cultural change, and how to facilitate ownership, trust, and independent decision making.
About the presenter:
Jonah Kowall is the VP of Market Development and Insights at AppDynamics, driving product strategy, roadmap and vision, entry into new markets, and digital evangelism. With 15 years of experience as an IT practitioner at several startups and larger enterprises, Jonah has focused on infrastructure and operations, security, and performance engineering. Jonah also previously worked at Gartner, focusing on availability, performance, and IT operations management (ITOM) and headed their influential APM and NPMD Magic Quadrants as a Research VP.
NoOps in DevOps is NoSense. Automation yes. No people for running things, looking for improvements, answering questions, making decisions is not possible. Maybe one day but for the next few years you need people and I for one am glad. In this session we will discuss why you would consider NoOps and then reveal the practicalities making this not only challenging but nonsense.
IT Consumerization—the blending of personal and business use of technology, devices and applications —presents IT organizations with both a challenge and an opportunity. The most strategic weapon IT has at its disposal is the IT service desk, the interface between business users and the IT services the organization provides.
This webinar will discuss:
* How IT organizations can modernize the business’s customer support and technical experiences,
* Shine the light on shadow IT to ensure value is created,
* Protect and improve the overall perception of IT within the business.
The demand for increasingly sophisticated IT applications is leading to complex systems that are interconnected with other complex systems. This in turn is driving an increase in the number of difficult performance and stability problems.
The cause of such problems is often hard to determine, which makes it difficult to allocate the problem to the correct technology team. Consequently, the problem bounces from team to team, as each in turn ‘proves’ that their technology is not at fault.
More often than not, some of the technical support teams involved are from service providers, and so rather than a problem just bouncing between internal teams, it bounces between commercial organisations. This can result in disputes with circular behaviour driven by the need to avoid reputational and commercial damage.
Unfortunately, problem management doesn’t provide the solution. Whilst problem managers may coordinate the troubleshooting activity of multiple technical support teams, these teams operate in silos. This paper explains why a siloed approach is ineffective when investigating difficult performance and stability problems.
Some organisations are aware of these potential issues and are tackling them by creating service-orientated Cross-technology Troubleshooting Teams (CTT).
In this webinar, we outline the need for a CTT, the benefits it delivers, its structure and strategies to optimise its effectiveness.
In this interactive webinar, you will have the opportunity to learn about proven strategies and best practices for solving compliance challenges from our world-leading experts in FCPA, UK Bribery Act, and the growing number of international compliance laws.
Join in the conversation with Kevin Braine, Joe Spinelli and John Arvanitis from Kroll, and Erica Salmon Byrne from Ethisphere, as they share their insights on the practical implications of the most significant findings in the ABC Report, including the growing concern over third party and reputation risk.
All participants will receive a digital copy of the ABC Report with statistics helpful for benchmarking their compliance programs.
We've found that there is a direct correlation between automation of software delivery processes and success with customers. This is especially true in the cloud. Whether you are just thinking about the move, or are already feeling the pain of manual processes, this webinar is well worth your hour investment.
We'll cover essentials such as how to properly assess one's own readiness for automation, as well as how to lay out a realistic plan to achieve the desired level of automation. Along the way we will reference both open source and AWS native services and tools you can use to be continuously deploying like a boss!
If you’re new to change management, here’s the crash course you’re looking for. Even if you're not new to change management, you'll want to attend this webinar. We'll cover everything you need to know to survive your first 90 days in change management--and continue to thrive. Whether your organization is just getting started, or has an existing program in place, this session will cover everything you need to know for a successful start in managing IT changes.
Topics covered will include:
• What is change management and why do we need change it?
• How can we show business value?
• What are some pitfalls to avoid?
• Getting business stakeholders engaged
• Normal changes, Standard changes, and Emergency changes explained
• The CAB meeting
• Avoiding bureaucracy
Frankly I’m confused (and I work in endpoint security). In many ways you shouldn’t have to care about the terminology a vendor is using, but when it’s used to confuse and obscure reality, then you do.
What really matters is how effective is your endpoint security at stopping users and devices from being compromised? How many ways will it prevent attacks and how do they all add up in delivering high performance, multi-vector protection?
In this BrightTalk webinar we will be calling it as we see it, dispelling the ambiguous words and techno-babble being used and focusing on the core requirements you should ask all endpoint vendors for?
Finally, this webinar is not going to be a pitch. At Webroot we have never claimed, and are not claiming that we’re a magic ‘silver bullet’, and with five years of cloud-driven endpoint security we’re not the ‘Emperor’s New Clothes’ either.
What we want you to come away from this webinar with is the ammunition to ask hard questions about your endpoint security that will help you make better endpoint security decisions, when you or your colleagues have to make them.
We want you to recognize the FAKE NEWS in endpoint security for what it really is – BS.
How we work has changed. Email and instant messaging aren’t sufficient to meet the demands of current business workflows. At the same time, customer-facing workers need to build stronger relationships and foster trust quickly and efficiently.
Learn about how unified communications and cloud collaboration tools are empowering today’s businesses to operate more effectively, facilitate streamlined collaboration, and make a difference with customers. You'll hear from leading industry experts on how UCaaS is rapidly changing business communications, processes and workflows in 2017.
Creating an API strategy and a DevOps practice have become critical competencies for modern IT teams. When successfully implemented, 94% of IT leaders confirm they can deliver products and services to market faster. In this demo-driven webinar, we'll show where these competencies intersect and how leading organizations are using them to move from concept to production code in weeks instead of months or years.
Attendees will learn how to:
- Design and mock an API enabling a design-first approach
- Implement test driven development in Anypoint Studio with MUnit
- Publish the API in GitHub to drive parallel development with teammates
- Create and share a developer portal in Exchange to enable self-service consumption
- Package and deploy the API with Maven and Jenkins
- Control and automate API lifecycle activities with Anypoint CLI
In this session, we’ll discuss considerations for selecting the ideal location to run enterprise applications in a cloud, and how to optimise deployment.
• Selecting the best deployment model today and as you grow
• Locating the cloud to optimize delivery and costs
• Meeting the application service requirements
• Managed or Unmanaged?
• Maintaining flexibility as the application changes in a lean world
With their unique position at the centre of an organization, Architects can play a pivotal role to usher digital evolution and transformation in-line with business and IT objectives, including the adoption of Agile, DevOps and other disruptive paradigms.
Join Richard Sey, Head of Development Operations (DevOps), Siemens Energy Management, and Mark Daly, Client Architect, MuleSoft, on January 18 at 10am (GMT) for a live webinar as they look at the key role of the Architect in achieving the new IT Operating model. It will cover:
- A working example from Siemens Energy Management on how they have realised the new IT Operating Model from a business and Architect's perspective to drive operational efficiency, cutting development time by half
- A view of Enterprise Architecture and DevOps from a leader in the field
- What an organization needs to support delivery of the new IT Operating Model, including the creation of a Centre for Enablement (C4E), which has reduced dependency on Central IT in the Lines of Business at Siemens by 25%
Knowledge17, ServiceNow's biggest event of the year, is just three weeks away. Join Acorio's Leadership Team on a panel discussion of what to expect at the fastest-growing enterprise cloud company's annual conference.
We will fill you in with highlights of our Customer's center stage presentations, new technology and innovations, key success stories since last year, and the main themes they expect ServiceNow leadership share.
This year's K17 theme is experiencing IT, Customer Service, HR & Security at Lightspeed. Get a head start on your competition by getting the inside scoop before you even reach the plane.
- Preview main stage presentations by Acorio and clients
- Sneak Peek at our new demo
- Five tips to get the most out of your K17 experience
Perimeterless IT infrastructure and its security is now an integral part of the operational strategies of India’s financial institutions. But the number, frequency, and impact of cyber attacks on Indian financial institutions have increased substantially, underlining the urgent need for banks to develop robust cyber security measures, and assess their security posture on a continuous basis.
The RBI Guidelines for Cyber Security assist financial institutions to achieve this through a new-era preventative security baseline.
During this webcast, Shailesh Athalye, Qualys Senior Manager, Compliance Research and Analysis, will discuss how financial institutions can easily address both the technical & procedural elements of the RBI Guidelines for Cyber Security in an automated manner using the highly scalable Qualys Cloud Platform.
Better agility, faster deployment and lower IT resource demands. With 87% of enterprises using use cloud applications the value is clear. But along with benefits of infrastructure and maintenance cost savings comes significant financial risks. SaaS applications such as O365 can drive overspend in the form of over-provisioning of user accounts, excessive account entitlement and duplication of on-premises licenses.
The burden on IT leaders becomes even greater as an increasing amount of technology spend decisions are owned by business units. Snow Software will show how to create complete visibility of application usage and spend across all deployment platforms regardless of technology spend ownership. Learn the critical yet simple steps you can take to track cloud application usage and reduce financial risks.
In today’s perimeterless world, enterprise security teams are challenged with maintaining visibility and control over the exploding number of assets on their networks.
The IT assets that pose the greatest risk to your organization’s security are the ones you don’t know are there. Lack of visibility into your IT environment undermines the foundations of your enterprise security and compliance infrastructure and puts your organization at serious risk of a breach. Without knowledge of which software and devices exist in your network — whether on-premises, on endpoints, or in elastic clouds — InfoSec professionals are unable to enact proper security and protection.
During this webcast, Jimmy Graham, Director of Product Management for Qualys AssetView and Darron Gibbard, Chief Technical Security Officer for Qualys EMEA will cover the six key elements of an ideal cloud-based IT asset inventory system:
1. Complete visibility of your IT environment
2. Deep visibility into assets
3. Continuous and automatic updates
4. Asset criticality ranking
5. Interactive, customizable dashboarding and reporting
6. Integration with your CMDB
Those of you in the EU will also be interested to learn about asset inventory for GDPR compliance.
Many of our customers sought out Cylance because it is highly effective in preventing ransomware attacks. We have learned firsthand how ransomware is affecting organizations of all sizes, and across all industries. In this live demonstration, Brian Robison, Senior Director, Technical Marketing at Cylance® will show how ransomware works. He will launch several attacks on unprotected machines to deliver a real-world view into how ransomware compromises systems, and how Cylance prevents ransomware attacks.
Brian will provide a live demonstration of CylancePROTECT® blocking attacks, and will discuss:
•Different ransomware types
•Delivery methods, including drive-by downloads and fileless malware
•Why launching attacks is cheap and easy with ransomware-as-a service
•How Cylance prevents both file-level and disk-level encryption
In this webinar, Brian will introduce the Standard+Case approach and discuss benefits for both IT and non-IT service providers.
Description: Service Management best practice describes many different situations that a provider must deal with. Incidents, Problems, Requests, Events, Changes – all with best practice processes of their own, but while these distinct classifications provide clarity of measurements they can also get very confusing for first line resources handling the majority of customer contacts. The Standard+Case approach can complement best practices while leading to a more efficient adoption and understanding by service provider staff.
Brian Newcomb is the Director of Technology, Process, and Data Solutions within the Office of Human Resources at The Ohio State University. His team is responsible for aligning HR information systems and related technology with business processes while delivering the data required to drive business decisions. Brian has worked in technical, leadership, and consultancy positions over the last 20 years and has led numerous IT Service Management initiatives and organizational transformation efforts. Today, Brian uses this experience along with industry certifications in ITIL, CobIT, and LeanIT to promote process improvement, maximize value, and foster a customer centric culture.
Maintaining accountability across an ephemeral IaaS infrastructure can be a challenge for Finance and DevOps teams. With the proper tagging strategy and implementation, organizations can manage cloud costs around their EC2 instances and resources.
Join CloudCheckr May 9th at 1pm Eastern, 10am Pacific for a live webinar discussing proactive tactics and tips to execute an AWS tagging strategy as your organization scales, including:
- Tagging rule guidelines to gain visibility and control over your asset inventory
- Cost allocation reports and tools to understand cloud expenses and recognize optimization opportunities
- How CloudCheckr can help enforce tagging policies and reduce cloud costs
Every operations team is on a journey. But is the goal becoming a ‘Digital Enterprise’, or is it ‘Hybrid IT’ or ‘DevOps’? What if it is all three?
IT operations can no longer afford to solve only one problem at a time.
This webinar will examine the challenges Ops teams face in meeting interrelated business requirements. We will speak to the automation requirements that are needed to satisfy these challenges. Then we’ll dive into the benefits of using hybrid cloud management together with application delivery automation in moving Ops closer to all these end goals. Ops teams need more powerful tool sets to deliver complex cloud services faster and to be successful in DevOps oriented organizations.
J9 will share their experiences in working on cloud management projects and HPE will provide an overview of the HPE Hybrid Cloud Management solution suite for unifying hybrid IT management and accelerating application delivery.
The ever increasing pace of digital transformation is making businesses ever more reliant on interconnected software applications, substantially increasing complexity for deploying and managing these new services.
In addition, increased dependence on hybrid cloud and the risk that these technologies may slow down or end up failing, is greatly increased.
In this Webinar we will discuss:
· The challenges IT teams face which can create barriers to migration and operation of applications
· Real-life examples of how Enterprises overcame these challenges
· The smart data you need to maintain continuity, visibility and service throughout transition
Join Dan Waymire, Senior Manager of UCSL Feature Development at HOSTING, as he dives into hybrid cloud best practices and how companies can align business and IT objectives to achieve organization goals. During the webcast, he will go over the following:
- Utilizing hybrid environments to drive better business outcomes
- Aligning IT and business goals to deliver solutions
- Case Study: A look into how HOSTING built a brand new service to resolve a real-life company need
- An introduction to HOSTING’s Monitoring Insights Service, a first-to-market solution that provides a single-pane view of all of your hybrid IT tools
Choosing the right cloud provider, that meets your requirements at the right price can be a daunting task. We’ve seen too many make the wrong choices. In this webinar, we will guide you through the things to think about when executing a cloud strategy and how to avoid the pitfalls. Is there a better way to do things? We think so.
Some things you'll learn in this webinar:
Not all clouds are created equal. How to choose the best cloud(s) for your companies needs
How to estimate your bandwidth
How to avoid sticker shock and leverage the best value
Learn how to conquer and manage the PCI process. Businesses are challenged with attempting to continuously monitor their PCI environment, responding when something changes and managing all the information to gather evidence and generate the report on compliance (ROC) or attestation on compliance (AOC). Verterim is providing a 3 part, educational PCI series to address some of these business challenges and provide our tips on how you can take advantage of technology you may already have in house. The first 30 minute BrightTalk will look at the PCI process at a higher level and provide a view into a standard RSA Archer use case to help solve the problem. Join our GRC practitioners, Jennifer Pesci-Anderson, National Practice Lead and Jeff Avery, Engineer on May 11 from 12-12:30 to see how you can address your PCI business challenges.
Organizations frequently have difficulty in releasing new services and applications. Management frameworks respond to this difficulty by recommending a Release Management discipline or process. However, from a lean perspective, such "processes" introduce waste, slow down the time to release, increase costs and have difficulty in adding the desired value to the new releases. In this presentation, we look at alternates to the recommendations of these frameworks and explain why we believe that traditional release management should simply not exist.
We use the word Service Catalogue interchangeably, to mean both the list of business services and their characteristics, and also the list of things which the business can request from IT. Sure, there is some crossover but we can’t help getting ourselves confused.
Join this webinar to learn why we need all these catalogues, and from real-world experience, how we develop them and use them in practice.
Traditional IT (desktops, laptops, etc.) markets are declining, the usage of traditional Operating Systems is declining; more and more organisations are moving to flexible work patterns and locations, mobile devices and IoT are on the rise, productivity tools have already shifted to a “anywhere, anytime and on any platform” approach.
This session will provide an overview of how we have merged Agile ITSM and SIAM in a Service Catalogue responding to and anticipating our customers’ requirements covering the Enterprise Managed Mobility (EMM) space.
"Versatile PRINCE2 Agile and ITIL V3 certified professional, with over 15 years' experience spanning from service delivery to service design and exposure to multiple medium to large client environments, I focus on implementing the company's vision and translating it into innovative service offerings by building viable, robust and scalable ITIL processes.
Join 451 Research and Century Link May 16th at 14.00 UTC to discuss how enterprises are choosing and using digitization initiatives for business gain.
Organizations of all sizes and in every sector are busy redefining their IT priorities for a digital future, identifying the goals of enhanced customer experience, operational efficiency, business agility and improved risk management as four key pillars for their digital transformation strategies.
Digital transformation is playing out differently depending on a company’s maturity, the vertical sector in which it operates, its employees, its infrastructure, and its ability to innovate. Knowing where to start, and how to maintain momentum is critical.
Join 451 Research and Centurylink to learn how some global enterprises are making assured first steps, and hear the following:
•Understand how companies with more progressive Digital Transformation strategies are prioritizing their efforts for competitive differentiation, changing the nature of their business with innovative technologies that are becoming more easily accessible with a lower barrier to entry.
•Insights and recommendations from a major survey of enterprises worldwide about IT priorities and how to make service provider choices to accelerate digital transformation mandates such as the role of cloud and other IT infrastructure options that are built for availability, speed, and resilience.
•Identification of key shifts in business context that will continue to shape digitization efforts, and how these need to be reflected in a digital transformation roadmap for IT organizations.
In an effort to become easier-to-do-business-with, many IT organizations have stood up a “Service Catalog” within their ITSM tool. And frankly, it’s a very consumer-friendly and effective way to capture and manage requests - without the consumer having to contact the service desk.
But if that “Service Catalog” reads like a drive-thru menu at a fast food restaurant, you may not be helping your company leverage one of its most strategic assets – its IT capability. In fact, you may be sending a message to your company that you are not intending. What is that message? “Welcome to IT. May I take your order please?”
Shouldn’t IT be more than just an “order taker”? Shouldn’t a Service Catalog reflect the results of strategic investments and decisions made by the business about its use of IT, and not read like a drive-thru window menu?
Join Doug Tedder for what may be an eye-opening look at how your Service Catalog may be sending the wrong message to your company – and what you can do to change that – and still provide that easy, friendly way to interact with your consumers.
There is a lot of hype in the market about how you identify and determine the right mix of service workload to the right environment. Don't waste valuable time and money on solutions that will not solve your migration challenge. Join Jeanne Morain as she provides an overview of simple steps that will save you both time and money when making the leap from Legacy to Cloud.
What’s going on? How long will this last? What should we be doing about it? If you’ve ever had a major incident impact users throughout your organization, chances are you’ve heard those questions before. Your IT team may already be trying to diagnose and correct the issue, but the questions just keep coming…
Customers and end users just want to make sure you’re aware of the issue. But when hundreds—even thousands—try to contact the service desk, it’s referred to as a call storm. And the inability to properly weather it increases the urgency end users feel.
HDI’s Roy Atkinson and Everbridge’s Vincent Geffray have successfully navigated through their fair share of call storms. In this interview-style webinar, they’ll show you how you can too—and even share ways to prevent them from happening in the first place.
What you’ll learn:
- What creates a call storm
- Ways to rapidly communicate to all users
- How to optimize incident management to reduce MTTR and mitigate call storms
- Using technologies to target and verify communications
- Preventing future call storms
Who should attend:
- Support center managers who need to know how to handle major incidents and outages
- IT directors who want to better understand available means of communication, even in an outage
- Anyone in IT service and support wanting to improve the performance of their support center when outages happen
Many organizations struggle to release a service request catalog that gains adoption of the enterprise. It’s too technical, too difficult and fails to offer a modern Internet experience. In today’s world of empowerment Phyllis Drucker, author of “Service Management Online: Creating a Successful Service Request Catalog, provides practical tips to ensure your efforts deliver the “WOW!” your customers are seeking.
In Unleashing the Enormous Power of Call Center KPIs, MetricNet provides an overview of the Best Practices in Call Center Performance Measurement. Our best practices help call centers lower costs and increase customer satisfaction!
Viewers will learn:
How the industry's top performing Call Centers track and trend their performance.
How to use Call Center KPIs diagnostically to achieve World-Class Performance.
How to apply Best Practices in Call Center Performance Measurement and Management.
The key success factors in performance measurement from the industry's top performing Call Centers.