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IT Service Management

  • How to build a high performance team to meet demand
    How to build a high performance team to meet demand Michael Harris, Executive Coach and IT Consultant Live 45 mins
    Join Michael Harris on how to build the right high performing teams to meet demand - it’s all about people - How do we make the corporate machine value that and attract, inspire, unlock the potential of and retain, the right people?

    He has a unique combination of leadership, industry, coaching and transformational experience. His passion is helping organisations, and individuals, shape and build their future. In a career spanning over 30 years, Michael has worked in Financial Services, Manufacturing, Telecoms, Government and as a freelance consultant.

    Michael has a broad experience that has given him unique insight into the future challenges leaders face. As Michael says “One of the most difficult things that leaders need to do is to articulate a clear vision, collaboratively build a strategy and plan to achieve that vision and, most importantly, build a strong and passionate following to bring people with them.”
  • How to Assess and Improve Your Problem Management Process
    How to Assess and Improve Your Problem Management Process John Clipp and Ted Gaughan Recorded: Jul 26 2017 56 mins
    This presentation will offer guidance on using the ISO/IEC 15504/33000 Assessment Methodology to conduct a maturity assessment of your Problem Management Process as part of your Continual Service Improvement (CSI) initiative.

    With the goal of achieving continuous improvement of the Problem Management Process, ISO/IEC 15504/33000 offers a structured methodology for process baseline and follow-on assessments. As a flexible assessment solution, which can be adapted to a company of any size, an assessment using the ISO/IEC 15504/33000 methodology provides the first step in a Continual Service Improvement initiative.
  • Behavior-Driven Development: A Guide to Agile Practices
    Behavior-Driven Development: A Guide to Agile Practices Joshua Eastman, Test Automation Architect Recorded: Jul 26 2017 54 mins
    Behavior-Driven Development with Ruby/Cucumber automation is a practical, fail-proof, read-to-use strategy or process that improves software quality and decreases costs. 

    Ambiguity and miscommunication cause the majority of critical defects and undesirable outcomes in the software development lifecycle. Behavior Driven Development (BDD) ensures that requirements are accurate. It builds a mutual understanding of what should be developed and tested through a common vocabulary.

    This webinar introduces BDD methods that promote product quality by generating business requirements in Gherkin (Given-When-Then) format. Tool agnostic, BDD emphasizes communication between business, requirements analysts, developers, and testers to ensure quality expectations are achieved. Describing requirements in the form of system behavior eliminates scope creep and guarantees proper software functionality.
  • Today’s Modern Business Management
    Today’s Modern Business Management James Chan and Laureen Knudsen Recorded: Jul 26 2017 48 mins
    Being an adaptive enterprise means having the ability to rapidly respond to changing conditions. As the market changes, you adapt. As customer feedback comes in, you adapt. As your competitors shift their focus, you adapt. 
    Join James Chan and Laureen Knudsen, of CA Technologies, on Wednesday, July 26, 9am PT / 12pm ET, as they dig deeper into how Modern Business Management is essential to a thriving, adaptive enterprise. During this webinar, you’ll learn:
    •How enterprise-wide business visibility provides real-time, continuous project data 
    •How to align funding for the projects agile teams are working on 
    •How financial and performance metrics connect financial models and audits to delivery practices 
    The adaptive enterprise is leveraging real-time visibility that allows it to proactively embrace changes and transform negatives into opportunities that move the business forward. It is prepared to respond to nearly every possibility with speed and agility and to take advantage of every circumstance. Are you ready?
  • The Digital Workplace: Understand the trends driving the workplace evolution
    The Digital Workplace: Understand the trends driving the workplace evolution Evan Kirchheimer: Research Director, Ovum. Alex Bennett: GTM Director and Robert Allman: Director CX and C, Dimension Data Recorded: Jul 26 2017 48 mins
    Digitalisation has changed how employees in your organisation collaborate with each other, support partners, interact with customers, streamline processes, and otherwise build a more effective, more efficient business. Enterprises need a digital workplace strategy to remain competitive and relevant in the current digital climate. To gauge the state of the digital workplace, Dimension Data surveyed 850 business and IT leaders driving technology and organisational change in their companies. They are from organisations with 1,000 or more employees and represent a wide range of industries.
    In this session, we will discuss the key findings of the Report in more detail and provide deeper insights into how organisations today are evolving from a traditional office environment to a digital workplace, with examples of what is happening in the workplace right now.
  • Handling multiple releases for multiple customers
    Handling multiple releases for multiple customers Aspire Systems Recorded: Jul 26 2017 3 mins
    This video illustrates how multiple releases can be made at the same time for different customers, by adopting the feature-based release model.
  • Introduction to Being an Incident Commander
    Introduction to Being an Incident Commander Eric Sigler - Head of DevOps @ PagerDuty Recorded: Jul 25 2017 45 mins
    During a major customer-impacting incident, every minute counts. The team must work together seamlessly and quickly to a successful resolution — and that’s done best with an Incident Commander driving coordination.

    An Incident Commander is tasked with being the decision maker, delegating tasks and listening to input from subject matter experts in order to bring the incident to resolution. This is a critical role and there are essential best practices you must follow to get it right.

    Join us to learn:
    •What is an Incident Commander?
    •The role and responsibilities of an Incident Commander
    •Incident call procedures and terminology
    •Incident commander skills for success
  • The Importance of Monitoring for ITSM and DevOps
    The Importance of Monitoring for ITSM and DevOps John Worthington, Product Management Director at eG Innovations Recorded: Jul 25 2017 47 mins
    IT transformation is less about going from one point to another than it is about making the whole greater than the sum of its parts. The historical fragmentation of IT monitoring limits visibility and transparency, often at critical times during a transformation journey.

    Join us for this ITSM Academy webinar where John Worthington, Product Management Director at eG Innovations will outline what IT transformation is all about, what IT monitoring is and why it's important to ITSM and DevOps as well as how you can leverage monitoring as part of a successful IT transformation program.
  • Solving UC&C quality issues in Contact Centers
    Solving UC&C quality issues in Contact Centers Ray Krug, Enterprise Solutions Engineer, NETSCOUT Recorded: Jul 25 2017 34 mins
    Delivering high quality services in your Contact Center is critical to your long term success. They are often the first touch your customers and partners have with your organization and enable your customers to spend more time, and of course, more money with your business.

    This session explores how NETSCOUT users have solved key UC&C service issues in their contact centers, reducing MTTR, and finger pointing across IT functions, so that effective communications aren’t hampered by poor call quality, excessive call waiting times or application availability.
  • What Even the Best Firms Miss About Customer Service
    What Even the Best Firms Miss About Customer Service Ellen Daley, Vikas Nehru, Nitin Badjatia Recorded: Jul 25 2017 63 mins
    Join Acorio CEO, Ellen Daley, 3CLogic's CTO, Vikas Nehru, and ServiceNow's Senior Director of Business Strategy, Nitin Badjatia, for this panel discussion about Customer Service in the real world & what most companies are getting wrong.

    While we know that customer service is a critical defining characteristic, executing effective Customer Service somehow falls flat in the real world. The challenge is that delighting customers means more than just responding quickly to requests and issues from them – it means ensuring the all functions are involved and present in helping customers. This is a paradigm shift of the last 2 decades of Customer Service which set to prioritize response over resolution.

    Join a panel of executives from ServiceNow, 3C Logic, and Acorio as they explore the challenges facing customers and executives alike, and explore the transformative results customers in the real world have driven using the power of the ServiceNow CSM platform.
  • Building Highly Scalable ADC Clusters with Equal-cost Multi-Path Routing
    Building Highly Scalable ADC Clusters with Equal-cost Multi-Path Routing Nenad Merdanovic, Product Manager, HAProxy Technologies Recorded: Jul 25 2017 52 mins
    Application delivery infrastructure resources are increasingly strained. The new features in modern Application Delivery Controllers along with the demands for SSL to comply with search engine ranking algorithms are major contributors to the problem. It means organizations have to find ways to scale their ADCs. But do they scale up? Or scale out? And how?.
    Join us for this live webinar to discover:
    oThe drivers for the requirement of scalable application delivery infrastructure like SSL adoption and expanding ADC feature sets
    oThe pitfalls and limits of vertically scaling your ADC
    oHow you can use equal-cost multi-path (ECMP) routing to horizontally (and nearly infinitely) scale your ADC
    oHow to use Route Health Injection (RHI) to ensure availability of your ADC cluster
    oExamples of organizations who have accomplished this with HAProxy
  • Workloads, Data Centers & Cloud Strategy: Market & Technology Trends
    Workloads, Data Centers & Cloud Strategy: Market & Technology Trends Carl Lehmann, Principal Analyst with 451 Research, and Don Davis, Technology Director for Iron Mountain’s Data Center busines Recorded: Jul 25 2017 58 mins
    IT planners have far more options as to where to run their workloads than ever before. On-premises data centers, co-location facilities and managed services providers are now joined by hybrid multi-clouds – a combination of Software-, Infrastructure- and Platform-as-a-Service (SaaS, IaaS, and PaaS) execution venues. All have unique operational, performance and economic characteristics that need to be considered when deploying workloads.

    In this Webinar Carl Lehmann, Principal Analyst with 451 Research, and Don Davis, Technology Director for Iron Mountain’s Data Center business will discuss how industry leading enterprises determine the best execution venues for their workloads by addressing:

    •The market and technology trends that influence workload, data center and cloud strategy
    •How to evaluate the characteristics of various workloads and execution venues
    •How to manage workloads across on-premises and off-premises ecosystems
    Attendees will learn how to formulate an IT strategy that can be used to guide the decision criteria needed for placing workloads on their best execution venues, and enable the migration and ongoing management of workloads across a hybrid multi-cloud enterprise architecture.
  • Retailers:Evolve Customer Experience Strategies to adapt to Consumer Behaviour
    Retailers:Evolve Customer Experience Strategies to adapt to Consumer Behaviour Raj Mistry,Group Vertical Sales Director and Rob Allman,Group General Manager, Customer Experience, Dimension Data Recorded: Jul 24 2017 64 mins
    Retailers are faced with the challenge of fast evolving consumer buying processes. Today and in the future consumers have greater choice in terms of how when and where they buy. Consumers expect an omnichannel experience across all available touch points with retailers.

    According to the 2017 Customer Experience Benchmarking Report, 85% of retail and consumer goods organisations recognise CX as a competitive differentiator. Join us for this webinar where we’ll be discussing the retail specific findings from the report.
  • 5 Key Barriers to IT/OT Integration and How to Overcome Them
    5 Key Barriers to IT/OT Integration and How to Overcome Them Dan Ortega - VP Marketing at Blazent Recorded: Jul 21 2017 4 mins
    Operational Technology (OT) consists of hardware and software that are designed to detect or cause changes in physical processes through direct monitoring and control of devices. As companies increasingly embrace OT, they face a dilemma as to whether to keep these new systems independent or integrate them with their existing IT systems. As IT leaders evaluate the alternatives, there are 5 key barriers to IT/OT integration to consider.
    Business Process Knowledge
    Manageability & Support
    Dependency Risk – Two of the key challenges of enterprise IT environments are managing the complex web of dependencies and managing the risk of service impact when a dependent component fails or is unavailable. With traditional IT, the impact is typical to some human activity, and the user is able to mitigate impact through some type of manual activity. For OT, companies must be very careful managing the dependencies on IT components to avoid the risk of impacting physical processes when and where humans are not available to intervene and mitigate the situation.
    Management of OT Data – The data produced by OT devices can be large, diverse in content, time sensitive for consumption and geographically distributed (sometimes not even connected to the corporate network). In comparison, most IT systems have some level of tolerance for time delays, are relatively constrained in size and content and reliably connected to company networks, making them accessible to the IT staff for data management and support.
    Security – IT systems are a common target for malicious behavior by those wishing to harm the company. The integration of OT systems with IT creates additional vulnerability targets with the potential of impacting not just people and but also physical processes.
    Segmentation of IT
  • How ChatOps & Enterprise IT Application Maps Will Finally Kill Your War Room
    How ChatOps & Enterprise IT Application Maps Will Finally Kill Your War Room Petamber Pahuja (Director of Business Engineering) & Mike Lenze (Chief Automation Engineer) Recorded: Jul 20 2017 40 mins
    The quest to eliminate unwanted downtime feels like a permanent battle. We are all trying to reduce failures, diagnose issues faster, and deploy the right engineer(s) to fix the problem. This is top of mind for everyone in IT. 

    In this webinar, the team from pureIntegration share first-hand insights around IT enhancement projects that were recently deployed at our Fortune 500 clients, including:

    • ITSM strategies, processes, and tools that can integrate with your existing service management architectures.
    • The requirements to build application maps that will visually represent underlying application failure through correlated event data. 
    • A live demonstration of:
    - A visual application map (service model)
    - Graphical reporting dashboard
    - Underlying configuration management database
    - Ability to diagnose and restart services with Chatbots
    Register Now!
  • Spectrum Analysis Essentials
    Spectrum Analysis Essentials Devin Akin, CEO, Divergent Dynamics Recorded: Jul 20 2017 59 mins
    When designing Wi-Fi networks, it’s important to have an in-depth understanding of the RF environment, both before and during use of the network. Without proper planning, discovery, monitoring, and remediation, the large number and variety of RF interference sources and client device types may wreck even a perfectly architected Wi-Fi infrastructure.

    It pays to understand how various devices and technologies negatively impact the ISM and UNII bands and how the proper tools can help prevent low performance and poor user experience. Deploying high-performance networks starts with a detailed look at your environment’s RF spectrum, and there’s no shortcut to success.

    Attend this webinar to understand the tools and process required to help prevent low performance and poor user experience.

    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.
  • Securing Your Public Cloud Infrastructure
    Securing Your Public Cloud Infrastructure Mark Butler Chief Information Security Officer, Qualys and Hari Srinivasan Director, Product Management, Cloud and Virtualiza Recorded: Jul 20 2017 54 mins
    Public cloud providers operate on a shared responsibility model, which places the onus on the customer to define and secure the data and applications that are hosted within cloud infrastructure. To that end, it is critical that organizations accurately and selectively pinpoint which cloud workloads and virtual IT assets must be monitored, updated and patched based on developing threats to customer data and applications.

    In this webcast, Mark Butler, Chief Information Security Officer at Qualys, and Hari Srinivasan, Director of Product Management for Qualys Cloud and Virtualization Security will detail how you can gain complete visibility of your organization’s entire cloud asset inventory and security posture to help you keep up with shared security responsibility models across public cloud infrastructure.

    The presentation will cover:

    > Challenges surrounding increased migration to public clouds
    > Using automation for secure DevOps
    > How to ensure effective and efficient operations

    This webcast will include a Q&A session, as well as a live demonstration of how to deploy Qualys seamlessly and deeply into public cloud environments with new features.
  • DevOps and Agile are changing the face of IT Service Management
    DevOps and Agile are changing the face of IT Service Management Kepner-Tregoe Recorded: Jul 19 2017 10 mins
    Christoph Goldenstern, VP of Strategy & Service Excellence at Kepner Tregoe talks about Agile and DevOps and the trend for 'flattenning' IT organizations. IT Departments still tend to be very siloed in their approach to IT incident and problem management. This approach will not work when speed is important. DevOps is going to change this and IT departments still have work to do to get there. Service integration is important and the way of managing IT is changing. We must take an end to end process view, particularly with incident change and problem management.
  • Kepner-Tregoe helps CSAA to Dramatically Reduce Severe Incidents
    Kepner-Tregoe helps CSAA to Dramatically Reduce Severe Incidents Kepner-Tregoe Recorded: Jul 19 2017 11 mins
    Lupe Clark, an IT Manager at CSAA Insurance Group lead her IT team to reduce critical incidents at CSAA to 17 down from 300 per year. Lupe talks about her organization's closed loop cycle and how this has improved the organization's problem solving skills and improved the maturity of the IT Service Management processes. She discusses how Kepner-Tregoe solutions have helped to tie all the processes together and allow them to move to the next level of maturity.
  • Best Practices for Delivering a Great Citrix User Experience
    Best Practices for Delivering a Great Citrix User Experience Bala Vaidhinathan,CTO of eG Innovations, Giri Sonty, EUC Evangelist& CUGC NY/NJ Metro Leader, Manjunatha Gali of Citrix Ready Recorded: Jul 19 2017 72 mins
    Today, there are a multitude of ways to deliver applications to end users – traditionally via on-premise infrastructures, on mobile devices and from the cloud. With the growing diversity of services delivered comes increased complexity of interconnected platforms and their management.

    Join us for the webinar where Manjunatha Gali, Technical Marketing Manager at Citrix Ready, Bala Vaidhinathan, CTO of eG Innovations, and Giri Sonty, EUC Evangelist & CUGC NY/NJ Metro Leader, will discuss real-world performance management scenarios, how traditional troubleshooting and problem isolation are no longer sufficient in a multi-delivery, multi-client virtualized Citrix delivery environment, and the methods and capabilities you need to stay ahead.
  • An Integrated ITAM Strategy is key to successful Digital Transformation
    An Integrated ITAM Strategy is key to successful Digital Transformation Chris Gough, Chief Digital Officer, Derive Logic and Michel Avenel, Sr. Principal Product Manager, CA Technologies Recorded: Jul 19 2017 55 mins
    The demands of managing Digital Transformation across the organization involves the alignment of IT suppliers, services and asset inventories, which requires an integrated approach to IT asset and service management. Understanding and aligning the long term value of existing IT services and assets is key to maximizing the commercial benefits of Digital Transformation, ensuring new investments are strategic and add long term business value. This session will explore why building an integrated approach is essential to the success of Digital Transformation, discussing how organizations should architect an ITAM governance, technology and process strategy aligned with ITSM for digital success.
  • Intelligente Endpunktsicherheit: mehr als nur Vorbeugung
    Intelligente Endpunktsicherheit: mehr als nur Vorbeugung Ruediger Weyrauch, Director, Central Europe System Engineering bei FireEye Recorded: Jul 19 2017 32 mins
    Moderne Lösungen für die Endpunktsicherheit erfüllen zwar die Aufgaben, für die sie entwickelt wurden, bieten jedoch keine lückenlose Sicherheit.
    Umfassender Endpunktschutz erfordert vorbeugende Maßnahmen, Virenschutz, Tools zur Bedrohungserkennung und -abwehr am Endpunkt und weitere Funktionen.
    Selbst wenn ein Unternehmen dazu mehrere Punktlösungen einsetzt, werden dadurch höchstwahrscheinlich nicht alle Sicherheitslücken geschlossen.
    Manche Anbieter werben mit „Endpunktsicherheit der nächsten Generation“. Doch was genau meinen sie damit?

    Ruediger Weyrauch, Director, Central Europe System Engineering bei FireEye, erläutert in einem Webinar, worauf Sie achten sollten, damit Ihre Endpunktsicherheitslösung der nächsten Generation Ihre Endpunkte lückenlos schützt.

    Die Themen:
    - Der aktuelle Stand der Endpunktsicherheit und die damit verbundenen Herausforderungen
    - Die Vorteile von Lösungen für die Angriffserkennung und -abwehr an Endpunkten (EDR)
    - Die Vorteile von Bedrohungsdaten und ihre Rolle bei der EDR
    - Warum ein Endpunkt-Agent die folgenden Merkmale aufweisen sollte:
    •Mehrere Engines für die Bedrohungserkennung und -abwehr
    •Integrierte Prozessabläufe von der Erkennung über die Untersuchung bis hin zur Abwehr
    •Skalierbarkeit, mehrere verfügbare Formfaktoren, Unterstützung für verschiedene Betriebssysteme
  • Closing with CloudCheckr - A Guide for Azure CSP Partners
    Closing with CloudCheckr - A Guide for Azure CSP Partners Todd Bernhard, CloudCheckr Product Marketing Manager Recorded: Jul 18 2017 17 mins
    Azure CSP Partners face new business challenges as legacy IT environments move to the cloud. These changes increase the complexity of billing clients with accuracy and efficiency. However, with the right cloud management platform, CSPs can gain the ability to focus on their core competencies and less on business operations like monthly billing, invoicing, and chargebacks.

    During this webcast, CloudCheckr Product Manager Todd Bernhard will review how the right tools can help Azure CSP partners increase profits, add value, and close more deals with more robust proposals. Specifically:

    - Opportunities to win business with pre-engagement analysis

    - Strategies and best practices to earn higher profitability and margins

    - How to automate invoicing and billing processes at scale
  • Metrics, Measures, and KPIs
    Metrics, Measures, and KPIs Doug Tedder Recorded: Jul 18 2017 62 mins
    The terms metrics and measures are often used interchangeably, and while they are related, they are actually two different things. And how do you know what metrics, measures, and KPIs you need to capture and monitor—or publish? One thing is for certain – your service management program will not be successful without collecting the right metrics, measures, and KPIs.

    Join this free HDI webinar to learn:
    •Why metrics and measures are not the same thing
    •Why defining metrics is important
    •Why not all metrics are KPIs
    •Which are the right metrics to publish
  • Why Hybrid IT is a Big Opportunity for Managed Security Service Providers
    Why Hybrid IT is a Big Opportunity for Managed Security Service Providers Aaron Sherrill, Senior Analyst & Dan Thompson, Senior Analyst Recorded: Jul 18 2017 57 mins
    The enterprise is shifting away from on–premise-only IT to a Hybrid IT model that delivers services using internal resources and/or external resources and services, often from multiple providers. While this model of IT can result in cost savings, performance optimization and greater agility, it also significantly increases the complexities of cybersecurity for the enterprise. Enterprises already struggling with cybersecurity will need help to address these concerns – concerns that many enterprises are not aware of or are unable to tackle. The Hybrid IT model does, however, present unique challenges for Managed Security Service Providers (MSSPs), as these providers will be asked to secure environments that span multiple platforms, and in some cases disparate business units. MSSPs are poised to benefit from this shift if they can deliver services to address and mitigate these threats.
  • CSPs must adopt turnaround strategies to transform customer/employee experience
    CSPs must adopt turnaround strategies to transform customer/employee experience Ken Jacobsen, Group Sales Director, Media and Comms & Rob Allman, Group General Manager, Customer Experience, Dimension Data Jul 27 2017 3:00 pm UTC 45 mins
    CSPs need to engage turnaround strategies to transform customer and employee experience issues across the sector. This will turn current challenges into positives for 2018 and beyond! The latest CX benchmarking report provides insightful findings about the top issues and how to address them through innovative solutions and services.

    According to Joe Manuele, Dimension Data’s Group Executive, CX and Collaboration said: “The world has formed a digital skin and business, service, technology and commercial models have changed forever. However, organisations are strategically challenged to keep pace with customer behaviour.” Join us for this webinar where we’ll be discussing the CSP specific findings from the report.
  • How to Scale Agile SAFely at the Portfolio Level
    How to Scale Agile SAFely at the Portfolio Level Dean Leffingwell, Scaled Agile, Inc & Tamara Nation, CA Technologies Jul 27 2017 5:00 pm UTC 60 mins
    Scaled Agile, Inc recently released SAFe® 4.5, with feedback from users and the community. In the words of Dean Leffingwell, Director and Chief Methodologist at Scaled Agile, Inc.: “we believe you’ll find 4.5 to be leaner, more Agile, and better at fostering faster innovation and learning than any of its predecessors”.

    Join Mr. Leffingwell and Tamara Nation, Agile Transformation Consultant at CA Technologies, on Thursday, July 27, 10am PT / 1pm ET, as they discuss:

    •What’s new with SAFe 4.5
    •How CA Agile Central supports SAFe 4.5 at the portfolio level
    •How successful companies combine SAFe implementation and CA Agile Central

    We encourage you to join us for the first of a three-part series on how CA Agile Central Products and Services supports scaling agile SAFely.

    SAFe is a registered mark of Scaled Agile, Inc. Reproduced with permission © 2011-2017 Scaled Agile, Inc. All rights reserved.
  • Top U.S. Security Concerns Revealed - 2017 Unisys Security Index Survey Results
    Top U.S. Security Concerns Revealed - 2017 Unisys Security Index Survey Results Bill Searcy, Vice President for Global Justice, Law Enforcement, and Border Security Solutions, Unisys Jul 27 2017 5:30 pm UTC 60 mins
    U.S. consumers rate national security in relation to war or terrorism as their top security concern, though fears over viruses/malware and hacking are rising dramatically, according to the new Unisys Security Index™ that surveyed more than 13,000 consumers in April 2017 in 13 countries. This study, the only recurring snapshot of security concerns conducted globally, gauges the attitudes of consumers on a wide range of security-related issues.

    About the speaker:
    Bill Searcy is the Vice President for Global Justice, Law Enforcement, and Border Security Solutions. As a recognized law enforcement solutions expert, he is responsible for developing market strategies, overseeing delivery, ensuring customer satisfaction, and driving business performance to meet goals.​​
    During his 21-year career as a Special Agent with the Federal Bureau of Investigation, Bill was recognized as an innovator who regularly sought new ways to use technology to solve complex problems. He is credited with leading numerous award winning IT initiatives, among them the FBI’s Grid Computing Initiative (Attorney General’s Award for Innovation) and the Next Generation Workstation (FBI Director’s Award).
    Prior to joining Unisys, Bill served as the Deputy Assistant Director of the FBI’s IT Infrastructure Division, where he was responsible for the engineering, development, deployment, and support of the FBI’s worldwide IT enterprise.
    A graduate of the United States Military Academy at West Point, Bill was commissioned as an officer in the U.S. Army where he commanded a Field Artillery battery. He went on to earn a Master of Science in Information Assurance from Norwich University and he is a Certified Information Systems Security Professional (CISSP).
  • Built-in Guidance: Optimizing Public Cloud Costs
    Built-in Guidance: Optimizing Public Cloud Costs Tricia Pattee, VP of Product, HOSTING and Mike McCracken, VP of Advanced Solutions, HOSTING Jul 27 2017 6:00 pm UTC 45 mins
    To take full advantage of platforms such as AWS or Azure, organizations need to be able to manage cost, compliance, security, policies, and overall visibility. Many are finding that this is a lot to tackle on their own.

    Join Tricia Pattee, Vice President of Product, and Mike McCracken Vice President of Advanced Solutions for this interactive seminar where they will discuss HOSTING’s built-in optimization solutions that prevent wasted spend and help maximize the move to public cloud.

    During the webinar, they will cover the following topics:

    - Understanding various clouds and discount options
    - Uncovering wasteful cloud spending (i.e. under-utilization)
    - AWS Reserved Instance savings
    - Leveraging built-in cloud services
  • 7 Advantages (and 3 Disadvantages) of Working with a Local IT Partner
    7 Advantages (and 3 Disadvantages) of Working with a Local IT Partner Jay Jordan, President of CMIT Solutions of West Metro Charlotte, York & Lancaster Jul 31 2017 5:00 pm UTC 30 mins
    Your business runs on technology. From processing transactions to taking and making phone calls; you can't afford any downtime or problems. So who do you count on to manage your business' technology?

    There are several advantages to working with a local IT partner to manage your business technology, but there are also some common pitfalls to avoid. At CMIT Solutions we have seen it all. Don't miss this 30 minute webinar, as we share the realities of what it's like working with a local IT partner.
    RESILIA™ - HELPING BALANCE TRANSFORMATION AND RESILIENCE IN THE DIGITAL WORLD Nick Wilding - Manager, Cyber Resilience, AXELOS. Stuart Rance - Managing Director, Optimal Service Management Aug 1 2017 1:00 pm UTC 45 mins
    Our globally connected world delivers a wealth of opportunities for economic growth and innovation but it also brings with it the real risk of cyber-attack. Many organizations continue to invest in multiple layers of ‘intelligent’ technical controls to protect themselves from cyber attackers. However, security breaches continue to grow in their scale and impact. There’s something missing in our organisational response to the cyber risks we face.

    Effective cyber resilience need to focus on aligning strategic priorities, service management tools, operational systems and architectures with ongoing training and involvement of people across the organization. By applying these proven disciplines organizations can more effectively balance their business opportunities and risks, their people, processes and technology and their ability to prevent, detect and respond to cyber-attacks.

    This webinar will outline the cyber resilience challenges and the opportunities open to organizations and how RESILIA™ best practice can be used to build the critical collaboration between ITSM and InfoSec teams needed to effectively manage and respond to the cyber risks they face.


    Nick Wilding:
    General Manager of RESILIA at AXELOS where he’s responsible for leading the successful design, development and demand of the RESILIA portfolio that provides cyber resilience best practice, training, learning and insight for organisations from the boardroom down. Previous to AXELOS Nick spent 11 years at Detica (now BAE Systems Applied Intelligence) where he helped set up their Cyber Security business and led their cyber market engagement and thought leadership.

    Stuart Rance:
    An expert in information security management and IT service management. He works with IT organizations all over the world, helping them create value for their customers. Stuart is an author of ITIL® and RESILIA™ and blogs at optimalservicemanagement.com. He is chief examiner for RESILIA, and an examiner for ITIL.
  • Securing Critical Infrastructure with Advanced Cybersecurity Controls
    Securing Critical Infrastructure with Advanced Cybersecurity Controls Keao Caindec, VP of Marketing and Dean Weber, CTO, Mocana Aug 1 2017 6:00 pm UTC 45 mins
    The US Department of Homeland Security has defined 16 critical infrastructure sectors, including: chemical, communications, critical manufacturing, dams, defense, energy, financial, food and agriculture, healthcare, IT, nuclear, transportation and water and waste management.

    Securing the industrial control systems (ICS) and SCADA networks requires a different approach that goes beyond threat detection, perimeter-based security, firewalls and physical security protections.

    In this webinar, you’ll learn about how to architect and embed strong cybersecurity controls such as: secure boot, multi-factor authentication, secure software updates, secure communications between industrial devices (PLCs, sensors, IEDs, RTUs and controllers), gateways and industrial clouds. You’ll also learn about how to enable applications to call cryptographic functions that leverage hardware secure elements such as TPM, SGX, TrustZone as well as HSMs and SIMs.
  • Integrating Network Analytics Into Your Security Architecture
    Integrating Network Analytics Into Your Security Architecture Jon Oltsik, Senior Principal Analyst at ESG Jeff Costlow, Director of Security at ExtraHop Networks Aug 2 2017 10:00 am UTC 60 mins
    Over the next several years, ESG sees organizations adopting a security operations and analytics platform architecture (SOAPA) that ties together best-of-breed cybersecurity tools. Wire data—full L2-L7 analytics—from network security analytics platforms will play a key role in these SOAPA portfolios because of its real-time nature and because every threat must necessarily traverse the network. This webinar will explain the SOAPA approach and how wire data fits, and will include use cases for integration and orchestration of wire data with other security tools such as SIEM platforms.
  • Machine Learning Analytics for Engaging Consumers and Limiting Risk in Finance
    Machine Learning Analytics for Engaging Consumers and Limiting Risk in Finance Rodrigo Fontecilla,Vice President and Global Lead for Analytics, Unisys Aug 2 2017 3:00 pm UTC 60 mins
    Unisys advises banks, non-bank lenders, insurers, and payments providers developing data management and artificial intelligence capabilities. This webinar will showcase client examples applying machine learning and predictive analytics to optimize consumer engagement, identify fraud and cyber security risks, and bring new capabilities to credit modeling.

    About the Speaker: Rodrigo Fontecilla is vice president and global lead for analytics for Unisys Federal Systems, where he leads all aspects of software development, system integration, mobile development, and data management focused on the federal government. Rod is responsible for providing leadership, coordination, and oversight on all IT solutions, emerging technologies, and IT services delivery to the federal government. He has more than 25 years of professional experience in the capture, design, development, implementation, and management of information management systems delivering mission-critical IT solutions and has an extensive background and expertise in cloud computing, mobile development, social media, enterprise architecture, data analytics, SOA-based solutions, and IT governance.
  • High Scale, High Stakes: Adjusting Focus and Investment at the Network Gateway
    High Scale, High Stakes: Adjusting Focus and Investment at the Network Gateway Dan Cummins, Senior Analyst with 451 Research and Tim Chiu, Senior Director of Product Marketing with Symantec Aug 2 2017 6:00 pm UTC 60 mins
    As cloud continues to erase the network perimeter, it’s more important than ever to align IT infrastructure to track more closely to the businesses it serves.

    As a result, gateway technology choices and investments need to fit the cloud model and fit in terms of security use case, value, and real-world business requirements.

    Join Dan Cummins, analyst with 451 Research and Tim Chiu, Senior Director of Product Marketing at Symantec, for an informative webinar on August 2 to hear a discussion of network security today.


    - Discussion on the increased dependence on HTTP and HTTPS

    - The limitations of Firewalls in the web and cloud world

    The increasing critical need for web gateways, both on premise and in the cloud, for achieving:

    - Access governance for users and devices

    - Verifiable protection against advanced attack methods

    - Agile risk management and measurable return on investment.

    Important opportunities are at hand right now to integrate network and cloud-based approaches to achieve coordinated and robust anti-malware, privacy, policy and connectivity capabilities, while continuing on a path to flexible, software-defined infrastructure.

    Register Today
  • Your Company’s Reputation Can Hinge on a Single Supply Chain incident
    Your Company’s Reputation Can Hinge on a Single Supply Chain incident Michael Curran-Hayes, Global Practice Leader, Kepner-Tregoe Aug 3 2017 5:00 pm UTC 60 mins
    Successful companies are highly dependent on their partners in their supply chain. They must remain vigilant to assess their output quality, manage, mitigate and identify the root cause of any problem that arises.

    In this webinar, we will focus on quality management in the supply chain and some of the key levers that can be pulled to ensure you are not the next company on the nightly news.

    You will learn
    • Best practices to improve quality in the supply chain
    • How to identify areas of supply chain risk
    • How to Reduce cost of quality
    • The “Critical Few” troubleshooting tools for quality
  • Continuous Security on AWS
    Continuous Security on AWS Chuck Dudley, Vice President of Services at Stelligent, a division of HOSTING Aug 3 2017 6:00 pm UTC 60 mins
    If you are planning on deploying resources onto AWS, or if you have already started on the journey and are looking for opportunities to improve the security of your DevOps environments on AWS, then this webinar is for you.

    Learn how to infuse security validation in your development and deployment processes for continuous security on AWS. Hear from Chuck Dudley, Vice President of Services at Stelligent on leveraging the same process and objective criteria used successfully with their customers and get a DevOps best practices security demo with opportunities to ask questions.

    Who should attend? Security professionals, DevOps engineers, application developers, solutions architects, engineering managers, and IT managers who are familiar with their organization's AWS environments and security needs.
  • Stop repetition, Save time and Be proactive with our Service Desk Edition.
    Stop repetition, Save time and Be proactive with our Service Desk Edition. Mac Guinn, Micah Garside-White Aug 8 2017 5:00 pm UTC 45 mins
    Participate in our webinar, and we will show you how to implement a service catalog, how you will benefit from asset management and why your company needs service level agreements.
  • Call Center Best Practices
    Call Center Best Practices Jeff Rumburg, Managing Partner at MetricNet Aug 8 2017 6:00 pm UTC 60 mins
    An overview of Call Center Best Practices.

    HEAR how the industry's top performing Call Centers Achieve World-Class Status!

    LEARN key strategies for Enhancing your Call Center Performance!

    APPLY Best Practices from your peers in the industry!

    In this webcast, MetricNet will share the Key Success Factors from the industry's top performing Call Centers!
  • How to Achieve Converged, Integrated Application & Infrastructure Monitoring
    How to Achieve Converged, Integrated Application & Infrastructure Monitoring Srinivas Ramanathan, CEO, eG Innovations Aug 8 2017 6:00 pm UTC 60 mins
    Troubleshooting slow application problems is one of the toughest challenges that IT organizations face in today's web-based, cloud-driven and dynamic environments. Given the distributed and inter-dependent nature of application frameworks, tracking just the application up/down status and basic CPU and memory utilization metrics is not sufficient anymore. IT administrators need visibility of the real user experience, code-level insights into transaction processing and real-time analysis of the health of the supporting infrastructure.
    Historically, IT organizations have been using different tools for monitoring the application and infrastructure tiers. Lack of integration, need for manual analysis, and expert-intensive troubleshooting have been some of the drawbacks of such a multi-tool strategy. Join us for this webinar to discover how converged application and infrastructure performance monitoring can be achieved to:

    -Provide a one-stop solution for unified and integrated performance visibility of the application and infrastructure tiers
    -Proactively detect user experience issues before online business is impacted
    -Trace business transactions and isolate the exact cause of application slowness
    -Get code-level visibility to identify inefficient application code and slow database queries
    -Automatically map application dependencies within the infrastructure to pinpoint the root cause of the problem
  • SD-WAN Managed Service Use Cases, Challenges and MEF Standardization Work
    SD-WAN Managed Service Use Cases, Challenges and MEF Standardization Work Stan Hubbard - MEF; Peter Agnew - Colt; Ralph Santitoro - Fujitsu Network Communications Aug 9 2017 3:00 pm UTC 75 mins
    SD-WANs have become very popular because they solve current business challenges while leveraging new SDN, NFV, orchestration and cloud technologies. Enterprises have been building SD-WANs for several years but prefer to have a service provider manage the service for them rather than build and operate it themselves. Service providers are challenged to quickly introduce new SD-WAN managed services due to the lack of standardization of service definitions and architectures. Today, SD-WANs come in all types and flavors. In this webinar, you will learn about the MEF's SD-WAN standardization work and different use cases from the perspective of two SD-WAN managed service providers (MSPs) with different delivery models. The webinar will discuss the market drivers and business benefits for SD-WAN managed services and how MEF standardization of SD-WAN services using the LSO reference architecture could address current operational challenges to accelerate service delivery.
  • LEAN 101 – An introduction to LEAN IT
    LEAN 101 – An introduction to LEAN IT Peter Hubbard, Principal Consultant at Pink Elephant UK Aug 10 2017 9:00 am UTC 45 mins
    LEAN IT is one of the current buzzwords that swirls about our industry, but what is it? How is it different from ITIL or DevOps? And which is better anyway?

    How do I know when I am being LEAN and what benefits could it bring to my organisation?

    Join Peter Hubbard from Pink Elephant as he provides an easy to understand primer to LEAN IT complete with some practical guidance on where it could help and what to do about it.
  • CX transformation necessitates a reimagined connected customer journey for FSI
    CX transformation necessitates a reimagined connected customer journey for FSI Rob Allman, Group GM, Customer Experience & Steve van den Heever, Group Sales Director: Financial,Dimension Data Aug 10 2017 2:30 pm UTC 45 mins
    In the financial services industry, customers expect an omnichannel experience. Today nine channel choices are the norm in banking and insurance, rising to 13 and 11 by 2018, respectively. Omnichannel is a priority but the customer journey patterns need to be understood, designed and personalised. CX robotics in the form of automation, AI and IoT are creating a new reality, demanding a new approach. Data analytics and intelligence are equally driving the transition to virtual assistants and chatbots.
    Join us as we discuss the implications on the financial services industry based on Dimension Data’s 2017 Customer Experience Benchmarking Report findings.
  • Are Your Third Party Vendors Creating Uninvited Cyber Risk?
    Are Your Third Party Vendors Creating Uninvited Cyber Risk? Greg Pollock, VP of Product at UpGuard Aug 10 2017 5:00 pm UTC 45 mins
    Many of the largest and most well known breaches are cases of third party information exposure.

    One of the largest leaks of all time was discovered when an RNC vendor, Data Root Analytics, exposed 198 million voter records, including personal details, voter information, and predictively modeled attributes such as race and religion.

    Outsourced information work is crucial for organizations to scale and remain competitive, but it should be done with careful forethought to the risks the company faces should that information be compromised.

    In this webinar you will learn:

    - Why cybersecurity is dead
    - How to mitigate cyber risk in a cost effective way
    - How vendor risk becomes your risk
    - Steps to become cyber resilient
    - How to measure success on your path towards cyber resilience
  • WannaCry & NotPetya Deep Dive
    WannaCry & NotPetya Deep Dive Tyler Moffitt | Senior Threat Research Analyst Aug 15 2017 5:00 pm UTC 45 mins
    WannaCry and NotPetya have wreaked the most havoc seen by ransomware yet. Not only was it able to hit computers previously unsusceptible to ransomware by using NSA exploits, but it was also able to severely disrupt the infrastructure of nations like Ukraine and Health organization in the UK. Over 150 International Corporations ranging from car factories to container ships vessels had to halt in tracks to deal with this ransomware. In this Deep Dive presentation you will learn about these types of ransomware in depth and also learn how to keep your clients safe.

    Webinar highlights include:

    How Petya-based & WannaCry ransomware works and spreads
    The unpacked code analysis
    Other potential exploits and attack vectors to keep an eye on
    How you can protect your clients
  • Incidents on the Rise: Addressing the Why, What, and How
    Incidents on the Rise: Addressing the Why, What, and How Vincent Geffray, Roy Atkinson (Moderator) Aug 15 2017 5:00 pm UTC 60 mins
    According to HDI research, the volume of incidents is on the rise in most organizations. While new systems and devices are intended to assist an increasing customer base and create efficiencies, they often have the opposite effect.

    And with the demand for increased business velocity and emphasis on the customer experience, rapidly addressing delays and interruptions is more important than ever.

    In this webinar, HDI’s Roy Atkinson and Everbridge’s Vincent Geffray explore the research, discuss the financial and operational impacts, and share solutions for decreasing time to resolve, and managing on-call coverage.

    What you’ll learn:
    * Reasons for the increase in incidents
    * The costs of interruptions and outages
    * Ways to communicate to incident management teams rapidly
    * Using technologies to target and verify communications
    * Preventing the rise in incidents through problem management

    Who should attend:
    * Support center managers and directors who need to improve incident management
    * IT directors who need to know why incidents continue to be on the rise and how to address the increase
    * Anyone in IT service and support wanting to improve the performance of their support center
  • Live Demo of OptiView XG
    Live Demo of OptiView XG Tony Fortunato, Senior Network Performance Specialist with The Technology Firm Aug 15 2017 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. In this session Tony will spend some extra time covering various monitoring tips and tricks:

    Learn how to tune ping for your specific purpose. If ping is blocked, Tony will show you how to use specific techniques for your monitoring needs. Get introduced to port monitoring and application level testing. Tony will also use protocol analysis to show you how these techniques work and what to look out for.

    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.
  • GDPR and What It Means for Security Teams
    GDPR and What It Means for Security Teams Cheryl Tang, Director Data Security Products, Imperva Aug 17 2017 6:00 pm UTC 60 mins
    The General Data Protection Regulation (GDPR) clock is ticking and the time to act is now. Organizations around the world are developing their GDPR plans. Non-compliance has significant costs…up to 4% of an organization’s annual revenue.

    Join us to learn:
    - What is GDPR
    - Deep dive into relevant data security articles of the GDPR
    - Review how different technology can address some of the GDPR data security requirements
  • Building a Monitoring Foundation Assuring UC&C Quality On-Prem, Hybrid and Cloud
    Building a Monitoring Foundation Assuring UC&C Quality On-Prem, Hybrid and Cloud Ray Krug, Enterprise Solutions Engineer, NETSCOUT Aug 22 2017 5:00 pm UTC 60 mins
    UC&C platforms continue to evolve to satisfy the needs of your business communications and enhance user collaboration - but how can you keep up and assure service quality as you bring together multiple vendors, platforms creating these complex, hybrid integrated solutions.

    This webinar explores a framework for managing availability and service quality of multivendor on-prem and hybrid Unified Communications Services such as Skype for Business; Cisco UC ; SIP Trunking; VoIP; desktop video; video conferencing; and telepresence, and discusses best practices for improving IT collaboration to reduce management costs and complexity, improve service quality and reduce MTTR.
  • 5 Ways to Improve Your Agile/DevOps Automation Strategy
    5 Ways to Improve Your Agile/DevOps Automation Strategy Joshua Eastman, Test Automation Architect Aug 23 2017 5:00 pm UTC 60 mins
    Test automation has become a must, especially in agile and DevOps projects with their goals of continuous integration and fast deployment. QA teams face many challenges today with testing including emerging technologies, digital maturity, and fast-paced delivery expectations.

    In this session, attendees will learn about:
    1.Key challenges in today’s testing landscape that impact automation testing
    2.Ways to set expectations for automation that accelerate buy-in and support
    3.Considerations for prioritizing types of testing and technologies for automation
    4.Understanding who should be included in planning for automation