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.
Join us on October 2nd to learn how RingCentral’s enterprise-grade communications platform can give you the agility you need to grow your business without the capital expense needed for pbx-based communications.
Our sales engineer will demonstrate how RingCentral Office lets you initiate PSTN calls and SMS, host meetings and video conferences, view screen pops with relevant information, and more, from one cloud-based unified communications platform.
•How easy it is to add and configure users
•Basic operation like making calls, looking up contacts, and more
•How integrations with business apps drive productivity
Learn how to take control of your data by using advanced encryption, centralized key management and cutting edge access controls and policies. In this session, Imam Sheikh, Dir. Product Management at Vormetric, and Tricia Pattee, HOSTING Product Manager will discuss how to proactively address PCI Compliance in the cloud, protect intellectual property and comply with data privacy and system integrity regulations. Join this informative webinar to learn about HOSTING and Vormetric data encryption security solutions and best practices that have helped leading Fortune 500 businesses protect their sensitive data across their private, public and hybrid cloud environments!
What you'll learn:
• How data encryption helps prevent data breaches
• How to address PCI compliance requirements in the cloud
• How to safeguard cardholder information that is stored in a variety of different databases and versions
• The HOSTING and Vormetric approach to securing data in motion and at rest
COMLINE has updated and improved its datacenter to the next generation, based on HP Cloud Service Automation and HP Operation Orchestration. COMLINE has built a secure and highly automated hybrid cloud architecture to deliver IT services to SMEs throughout Germany from an advanced data centre. Return on investment has been achieved in less than one year along with 80% company productivity gain.
Vistara service maps allow your IT operations teams to manage a service comprised of disparate resources as a logical entity. By visualizing service topology and understanding the relationships between resources and services, IT teams can proactively prevent business-impacting events and react to issues with better situational awareness.
Vistara Solution Architect, RK Kukunuri will demonstrate best practices to create service maps in Vistara, including the right planning methodology, setting up policies and for an application like Exchange, as well as a more complex composite cloud service.
KEPNER-TREGOE will talk about the role of Root Cause Analysis in the context of IT support functions, the pressures they face as well as the goals and needs for specific results when deploying different RCA and troubleshooting techniques. Furthermore, they will discuss the challenges of adopting new skills in high-pressure, complex, process-driven service environments and ways to overcome the gap between the theory of training and on-the-job proficiency via coaching and simulation.
Connecting assets to audiences with speed and scale requires a data integration solution that allows you to integrate in real time via APIs, do batch tasks such as data ingestion or synchronization and handle a variety of data sources -- from JSON to XML to EDI. With Mule 3.7, we introduced DataWeave, a simple, powerful way to query and transform all types of data.
We’ll be showcasing the power of DataWeave in the following scenarios:
- Highly performant mappings and transformations
- Simple one-to-one mappings
- Complex mappings (e.g. joins, filtering, partitioning)-
- Easy to write, easy to maintain, metadata aware mappings
KEPNERandFOURIE will explain the problem solving processes specifically designed for the IT environment. They will focus on the application of these processes to real world IT issues in which they have been involved. K&F will explain the importance of finding the technical cause of a problem/incident before trying to determine the Root Cause. They will also highlight the RCA application developed in conjunction with ServiceNow and available in their App Store.
Don’t fear Shadow IT, it offers great value to the organization, IT needs to work to minimize any possible negative impact from security risks and spend control challenges. IT should take a dual approach:
•Provide users an approved consumption path for public cloud, with no barriers
•Gain a new level of access and visibility to cloud resources, allowing IT to manage security risks and monitor spend
Join Gravitant to learn how to provide users a “carrot” without the “stick” through an approved marketplace for purchasing public cloud. At the same time, you give IT the visibility and traceability to manage security and costs.
With cloud computing now becoming a mainstream technology for most companies, new opportunities have emerged for cloud and hosting providers that extend beyond their traditional infrastructure-focused businesses. The most interesting changes in cloud infrastructure, applications and services are yet to come.
A key characteristic of Cloud 2.0 is that 70% of the opportunity is beyond infrastructure hosting, with application, managed and security services demand growing from enterprises. To capture this providers must continue to evolve their offerings to meet the increasingly complex demands of customers who are now in the driver's seat. These customers need not only infrastructure, but also wrap-around services and support that they have come to expect from their corporate IT departments.
During this data-driven discussion you will learn:
- What Cloud 2.0 means for your business
- Cloud adoption trends
- How to innovate without risk
- Who are the primary decision makers
- How customers choose a service provider and what requirements are important to them
- Where customers allocate their budgets
Learn how to implement ITSM into your organization with success, with ITSM expert Matt Hooper. Learn how to position executive management support for your improvement initiative. Understand how to establish a culture of change adoption, that will enable you organization to improve their effectiveness. Lay a foundation of ITSM processes that will demonstrate real results and build momentum for your continual improvement roadmap.
Vistara is disrupting the way the enterprise manages IT operations. Today, heterogeneous and dynamic IT environments are growing in complexity with the shift to cloud and DevOps. At Vistara, we unify lifecycle management for IT operations in a SaaS solution built for modern IT. Learn more or request a live demo at http://www.VistaraIT.com
DevOps breaks down the barriers between Dev, Ops and business teams to deliver measurable business results. Vistara lets you keep pace in this continuously changing environment with hybrid cloud management and policy driven discovery and device management.
Whether it’s public or private cloud, compute or any other resource, Vistara allows you to manage any cloud element in a single dashboard. Vistara is ideally suited for enterprise customers that need to holistically manage legacy on-premise infrastructure and dynamic public cloud environments.
As application release velocity becomes a reality for the enterprise, DevOps professionals must consider how and when to transition brownfield enterprise applications to an agile approach. With production applications on legacy infrastructure, how do you think about “changing the engine on a flying plane”?
Rob Berger is currently Architect at Mist Systems and a noted visionary in the DevOps space, with hands-on experience in automating large enterprise class workloads and migrating traditional product development to agile methodologies.
Join Varma Kunaparaju, CTO of Vistara, as he hosts Rob Berger to discuss:
- What elements of legacy applications can and should be changed
- Common pitfalls and challenges in transforming an application “in flight”
- Deep dive into best practices in re-engineering APIs, responsive and automation
- Best practices and what’s next for enterprise DevOps
Robots and drones have captivated us for more than half a century. When you think about a robot, you might automatically think about Rosie from the Jetsons. However, the next revolution of robotics will be very different than what you think. Robotics will enhance everyday life by enabling a broad range of applications from smart home to healthcare and transportation.
Why now? Historically, robots have been pre-programmed to complete tasks in industrial settings, but thanks to the same technology powering our smart phones, robots are poised to evolve into intelligent, intuitive machines capable of processing their environments quickly and efficiently - both on the ground and in the air. Robots will be seamlessly integrated with everyday life, handling tasks once too time-consuming or tedious for us.
In this webinar, we'll discuss:
*The key consumer and commercial applications of robots and drones
*The role robots will play in societies and economies
*How smartphone technologies will pave the way to robotics' future
* How cognitive technologies will transform our lives and business
* How Qualcomm is fostering innovation and helping the ecosystem
* The foundation of many IoT applications in shaping the way to robotics
Jim McGregor, Principal Analyst, Tirias Research
Andra Keay, Managing Director of Silicon Valley Robotics
Anthony Lewis, Senior Director of Technology, Qualcomm
Maged Zaki, Director of Technical Marketing, Qualcomm Technologies, Inc.
Every year, retail companies are seeing more of their revenue shift to the ecommerce part of their business during the holiday season. For 2015, revenue from ecommerce sites during the holidays is forecasted to yield over $82 Billion, an increase of 14% over 2014. With this amount of retail revenue moving to ecommerce sites, companies cannot afford to have any downtime that might deter customers from accessing their site and or having a smooth customer experience. Of all the ways an ecommerce site might be affected to upset a business during a busy revenue-generating holiday season, cyber breaches are usually not thought as one of them until it’s too late.
Security breaches are an increasingly damaging threat within the retail and ecommerce industry and can disrupt the availability and revenue of ecommerce and retail businesses. In some cases, several of the highest–profile breaches have occurred to household names, and have resulted in millions of records being released–at the cost of tens of millions of dollars–and in at least one case, costing executives their jobs. It is of course important that all retail organizations learn lessons from these breaches so as to not duplicate errors from the past.
In preparation for one of the biggest revenue seasons of the year for ecommerce and Retail, Tricia Pattee, Security Product Manager from HOSTING and Paul Fletcher, Security Evangelist from Alert Logic will provide insight into the latest cyber security trends related to ecommerce and retail as well as the following:
· Examine the attack vectors and the profile of the threat actors of cyber attacks
· Provide an understanding of the weaknesses and vulnerabilities that are affecting retail and ecommerce companies
· Discuss defenses against the retail and ecommerce-related breaches to help detect and prevent copycat attackers
With the majority of organizations now adopting Wi-Fi as the key method of connectivity, hackers have focused on Wi-Fi as the easiest way to gain access to critical data. Traditional Wi-Fi security methods are rudimentary. While they can detect unauthorized devices, they are unable to detect more sophisticated attacks such as denial of service attacks, or man-in the-middle-attacks.
Join us for this webinar to bring yourself up to speed on common Wi-Fi vulnerabilities and arm yourself with the best practices, and learn how the AirMagnet solutions, including the 24 x 7 AirMagnet Enterprise security monitoring system can identify and remediate those threats.
Join GolfNow, Golf Channel's online tee time booking service, to hear best practices on deploying a contact center solution and effectively integrating it with Salesforce CRM. GolfNow engages golfers over the phone, with desktop and mobile web and applications. GolfNow’s contact centers support a team of customer service agents, distributed across multiple cities who support more than 6,000 quality courses. Find out how GolfNow has been able to:
- Reduce Support Costs and Optimize Scheduling
- Handle in-bound service and support calls over the phone
- Tightly integrate management and reporting with Salesforce
- Use skill-based routing to efficiently direct inbound service and support calls to different agent groups
- Improve communications between multiple call center locations
- Improve quality through call recordings
- Improve customer satisfaction with queue callbacks and voicemail routing
Self-Protecting, Self-Encrypting, Storage Devices (SP-SEDs) are already widely available and successful in the marketplace. This talk will focus on exciting new concepts that take existing standards, and existing Open Source code repositories to create opportunities for new wealth through security and privacy. Look to the clouds for guidance for what should be in the Personal Storage Device.
You’ve already reduced IT stress, decreased costs, and improved business performance by automating processes with CA Workload Automation solutions. But, what if you could do more. Wouldn’t you like to foresee the impact of real-time events, BEFORE they cause business disruptions? Now you can.
Join guest speaker Jonathan Lipsitz, TEI Consultant with Forrester Research and Parag Dave, Product Management Advisor at CA Technologies for this discussion and demonstration of the industry-leading predictive workload analytics tool, CA Workload Automation iDash. In less than an hour, you can find out how to:
• Achieve up to 252% ROI and 8 month payback by implementing CA Workload Automation iDash
• Reduce risk of business disruption with pro-active SLA and Critical Path management
• Improve application workload performance and visibility for CA Workload Automation CA7 Edition and CA Workload Automation AE
Have you ever wondered how people view your CMDB? CMDBs have many users from different groups all with their own needs and perspectives. The better these needs are served the higher the value of your Configuration Management process and CMDB is to your organization.
This session will explore the different stakeholders in Configuration Management and how this affects your process and CMDB design.
In this brief 45 min webinar, Mike Pennacchi, owner and Senior Network Analyst at Network Protocol Specialists LLC, will show you the latest features, including tips and tricks for advanced use plus the forthcoming new release on this all-in-one network analysis tablet for automated network and application analysis.
When adding new 10G infrastructure to your network it is best practice to validate performance before making it operational. Yet this step is frequently skipped - increasing the likelihood of future problems such as:
•More time spent troubleshooting
•Sub-optimal application delivery
In this webinar learn how the new OneTouch AT 10G Network Assistant facilitates 10G infrastructure acceptance testing with automated, 1-button standardised testing and reporting.
Charl Joubert from University of Pretoria in South Africa explains why HP Service Manager with Smart Analytics leverages Big Data to be a game changer for problem management at the service desk and how amazing gains have been measured on daily tasks.
SaaS, VoIP, Private/Virtualized, Public, Hybrid. There are many ‘shapes” of cloud and with each comes increasing reliance on a stable, high-performing network.
Join Rick Blaidsell and NETSCOUT- Fluke Networks Enterprise Solutions, as we discuss the challenges of cloud networks and the solutions organizations around the world are sharing with us. You will learn:
•Why initial intelligence gathering about your network is critical
•How to use on-going monitoring to identify problem domains
•What is needed to keep everything “clean” for hosted VoIP
•When to stay with a physical environment
Capacity planning just may be the most crucial element that businesses are consistently struggling with. It is easy to see why, the impacts of SMAC (social, mobile, analytics, and cloud) has kept executive decision makers and IT managers on their toes. But this environment is not going to become any easier, and now is the time to make plans for the growing needs of data storage and reliable connectivity. In this live webinar we will discuss:
•Five tips to business on the right track
•The challenges that result from the common approaches utilized today in capacity planning
•A better way to optimizing the bandwidth you may already have
"DevOps" is a term that has become mainstream enough to be hated, misunderstood, misused, and abused. But what is "DevOps"? And, more importantly, why should I care?
DevOps isn't a tool or a product. It's an approach to operations. By uniting development and operations teams to automate and standardize processes for infrastructure deployment, you get faster innovation, accelerated time to market, improved deployment quality, better operational efficiency, and more time to focus on your core business goals.
This presentation will explore the principles and forms of DevOps. I know DevOps when I see it and, soon, you will, too.
Marketing teams get creativity. Creativity is their life’s blood. The concern is that by setting up rules and processes, we might kill that creative spark that drives the art created by the marketing directive. Agile methodology is applying the art of science in order to uncomplicate and reduce unnecessary admin time -- the very thing that keeps us from spending more time making beautiful campaigns and generating innovative copy.
We’re going to talk to real life marketing teams who are using Agile methodologies to run their right-brained collaboration space – and are seeing tremendous results. We’ll talk war stories, great use cases, and ways to break down the siloes that are keeping your brilliant minds from making that next inspired leap.
Join us for a free web event sponsored by Workfront to uncover the real-life ways that creative directors are harnessing the power of agile marketing methodologies to rapidly make fantastic leaps and discoveries that fuel careers.
In this webinar, you’ll:
* Hear first-hand experiences from current creative teams using tried and true methods to build faster and respond to industry trends quickly
* Learn ways to increase the number of great ideas and proof of concepts
* Use data to analyze and capitalize on changes in projects, marketing and industry trends… before your competitors know what hit ‘em.
* Capture the lightning in a bottle that ensures amazing customer experiences.
Sponsored by Workfront
Jim Ewel, Principal, Agile Marketing
Stewart Rogers, director of marketing technology, VentureBeat
David Lesue, creative director, Workfront
Samir Patel, CEO, Growth Machines
Migration to 802.11ac is about using optimal design techniques and network validation that achieve maximum performance and ROI. Join Devin in this live webinar to get best practices for the migration of your enterprise Wi-Fi network as he focuses on the following:
•Details about channels widths that you didn’t know that you needed to know
•The entire process of design, deployment, validation and remediation – in context
•A detailed understanding of co-channel interference (CCI) and its effects on enterprise Wi-Fi networks
Devin Akin is the founder of Divergent Dynamics, a Wi-Fi Systems Integrator, Value-Added Reseller (VAR), and Training organization. Akin has over 20 years in IT, with 15 years in WLAN specifically, and was recently named to the TWW Top 100 Wireless Technology Experts list for 2014.
Learn how data encryption and encryption key management address compliance for healthcare providers and payers. Join Derek Tumulak, VP Product Management at Vormetric, and Tricia Pattee, HOSTING Product Manager as they discuss how HIPAA/HITECH regulations impact electronic protected health information (PHI) and best practices to safeguard sensitive patient data.
• HIPAA and HITECH regulatory mandates impact data security for healthcare institutions
• Strong encryption and policy-based access controls provide a separation of duties between data security and system administrators
• Secure key management and policy management ensure consistency in applying policies and encryption keys to both structured and unstructured data
• Rapid implementation is achieved because encryption is transparent to users, applications, databases and storage systems
• The HOSTING and Vormetric cloud solution can satisfy HIPAA and HITECH compliance requirements in the cloud
Virtual desktops are being widely adopted as a cost-effective way of providing users access to enterprise applications. Performance of these desktops and the scalability of virtual desktop deployments are a key to the success of these IT initiatives.
In this webinar, Jeff Stokes, Senior Content Developer, Microsoft and Bala Vaidhinathan, CTO, eG Innovations will focus on Windows virtual desktops and VDI image creation best practices that you can adopt to get the most of your virtual desktop infrastructure investments. Some topics will include:
- Best practices for building images in persistent and non-persistent virtual desktop deployments
- Tools for building optimized virtual desktop images
- Optimization techniques for Windows 7, 8 and 10 workloads
- Performance impact of changes and how to measure them at the desktop level
Many organizations have struggled with BYOD programs due to MDM/MAM deployment challenges, user privacy concerns, and low adoption. This is causing some to question BYOD altogether. Fortunately, data shows that there is huge demand for BYOD, but such programs must meet employee needs in addition to IT needs.
In this webinar, you'll learn where existing BYOD programs have fallen short, and how the next-generation of mobile security products will ensure secure, broad adoption of BYOD.
Receive (ISC)² CPE credits for attending this webinar.
Continual Improvement is the underpinning foundation of lean and, believe it or not, ITSM. Why is this concept so rarely used or achieved? Why do people feel it is book 5 of the cycle and what is inside as to difficult to understand and introduce?
In his final session of his 6 part Lean ITSM series, Daniel Breston illustrates some simple concepts to ensure that you improve daily, not based on reports but based on the attitude, behaviour, climate and culture of your business, IT and suppliers.
How do we effectively tackle the current, and mitigate the future, challenges of ITSM? How do organisations understand the customer needs and provide the right solutions? To what role, and how prominently, should we deploy our CSI capabilities? This session will help uncover how CSI can become the key to understanding the desired state of Service Delivery, how we are going to get there , and how we can measure progress in order to improve.
Continual Service Improvement (CSI) provides the mechanism to enable IT to exploit the insight, knowledge and skills of its people to deliver the improvements that can make a difference and truly enhance customer satisfaction.
In this session we will look at how you can unlock the potential of your
teams and individuals to make CSI an integral part of the day job and
develop an approach where improvements however small can be viewed as a ‘marginal gain’ that in aggregate, i.e. lots of small improvements can make a big difference. The session provides the results from a case study to show how this approach can be successfully applied.
A Chartered IT Professional and industry acknowledged leader in the field of IT Service Management. Has a proven track record of delivering IT and organisational performance improvement through the adoption and deployment of IT and Quality Management best practice frameworks. An ITIL accredited author who has achieved UK and International recognition for his ‘thought leadership’ and is a regular contributor and speaker at Industry bodies and forums on IT best practice.
Hear it from the experts: a realistic depiction of the DDoS attack landscape today. In this session Arbor’s Darren Anstee, Chief Security Technologist, will review current ATLAS statistics showing the frequency of attacks, the volume of attack traffic clogging the pipes of the world's largest enterprises and service providers networks and theorize as to why the upward trend in DDoS attacks is happening – and more importantly what you can do to protect your organizations from these attacks.
It’s increasingly clear that improving the customer experience and reducing customer effort are critical in today’s competitive environment. It’s also clear that businesses and solution providers are embracing omnichannel customer care with the goal of seamless customer engagement. Is omnichannel realistic?
Why you should attend:
• Learn where companies are in providing omnichannel customer care
• Identify the drivers and restraints in omnichannel delivery
• Hear a key global systems integrator and solutions provider talk about the challenges and successes of omnichannel delivery
Is CSI a specialized function, following a process from a book? In this session we will discuss various models for CSI and how they can be implemented within an organization. This session will show that CSI is not just something for mature ITSM organizations, but something we all can participate in, because of, or in spite of, our leadership.
There’s little doubt that DDoS attacks continue to rise in size, frequency and complexity. It’s also true that DDoS attacks impact organizations of all types – from service providers to cloud/hosting providers to enterprises in all verticals and regions of the world. In this session, Arbor’s Carlos Morales, VP of Sales Engineering, along with a panel of Arbor Service Provider and Enterprise customers, will discuss their experiences with DDoS attacks and best practices for DDoS attack defense.
The panel will discuss:
-Their DDoS attacks trends and top challenges.
-Their recommended best practices in DDoS defense.
-The importance of threat intelligence.
-The future of DDoS and role of Arbor products and services.
Head of Network Security DDoS
Network Engineer II
J. Marc Hopkins
Network Services Manager
SouthWest Ohio Computer Association
Struggling with a way to support a fast and agile DevOps process? Tired of being engaged at the end of the process to “put the app in production”? What if you could define a standard development blueprint, track the changes through out the process and automate the provisioning?
With Gravitant this is a reality.
Join us as we walk through how Gravitant unifies the order, execution and management of a multi-sourced solution across legacy and cloud resources, by delegating and tracking execution, centrally.
Is Continual Service Improvement (CSI) an afterthought at your organization? Has CSI implementation taken a “back seat” to other ITSM processes? What happens to all of the good ideas that the ITSM team comes up with as processes are designed and tools are implemented? What about improvements suggested from business partners? In this session, Doug Tedder discusses how the CSI Register can be just the means to a beginning of a culture and approach to Continual Improvement.
Let’s face it, in today’s world of instant access to information people are conditioned to look for answers on their own, and today’s employees are no different. The modern employee would rather turn to Google when they have a question or turn to their social networks for support long before they go to IT for help.
The dilemma is that the organization has spent time and money creating a self-service solution to have employees help themselves, but has found that no one is using it and to make matters worse, word around the office is it’s not worth the time and effort to go to IT.
The reality is business users view IT as an obstacle rather than an enabler. The solution is to provide business users a simple way to connect with IT and remain engaged and satisfied across the entire service delivery and restoration process. Key to driving better adoption is to provide more consistency across any channel of engagement, information and involvement, in each step of the process and in a language they understand.
Join us for this session to learn how the right ITSM solution can keep customers running at their best and makes IT simple!
The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.
In this session Jeff Rumburg, Managing Partner at MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.
Attendees of this webcast will learn:
•Three Sources of Leverage in a Strategic Support Organization
•Two Metrics to Measure Your Progress Towards Strategic Significance
•Key Success Factors for Achieving Strategic Enlightenment
•Benchmarking Results from Strategic Support Organizations
The 2015 Alert Logic Cloud Security Report (CSR) has been released! This year’s CSR provides new insights that can prove valuable to organizations who are in the process of building out their security framework. Join Johan Hybinette, HOSTING CISO, and Stephen Coty, Chief Security Evangelist at Alert Logic, for a discussion on the latest industry research findings, trends and best practices on protecting your organization’s IT infrastructure. We’ll discuss these three trends and their impact on the industry:
•Cloud adoption remains strong as cloud attacks grow.
•Industries and customers drive threat profile.
•Examining the kill chain construct drives understanding
In the past months, a cascade of significant data breaches have occurred resulting in the loss of millions of customer records, intellectual property and financial data. These losses are usually the result of a targeted attack (sometimes known as an APT) and over the past few years many vendors have addressed this problem through Breach Detection Systems. Not all solutions to these advanced threats are equal however, but benchmarking their effectiveness can be difficult. NSS Labs recently put top breach detection systems through a grueling series of real-world tests and evaluated their ability to detect targeted attacks and deliver an effective return on investment. This webinar will discuss the various approaches vendors take to addressing targeted attacks, and how they performed in the 2015 Breach Detection System tests.
What can IT leaders and teams learn about CSI from an 18 year old in a shed?
Last summer, my 18 year-old son James taught himself to use a wood
turning lathe and made a goblet with an ‘impossible ring’. This is not a proud mum story, (though of course I am!) but an exploration of how social learning – the behaviour - is the heart and driver of Continual Service Improvement.
Join me on Thursday 15th October at 11 am, UK time, to find out