IT Service Management

Community information
Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.
  • 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.
  • Sponsored by Workfront

    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.

    Register today!

    Sponsored by Workfront

    Jim Ewel, Principal, Agile Marketing
    Stewart Rogers, director of marketing technology, VentureBeat
    David Lesue, creative director, Workfront
  • 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.

    Discover how:
    • 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
  • Join us on October 9th to learn how you can reduce costs and boost productivity with an enterprise-grade communications platform integrated into your favorite business apps like Salesforce, Zendesk, Office 365, and others.

    This live demo will show you how easy it is for team members to initiate PSTN calls and SMS, host meetings and video conferences, view screen pops with relevant information, and more, without having to click from one tool to another --from anywhere, any time.

    Our Sales Engineer will walk you through how it works and answer your questions. You’ll see:

    •How to place calls with one click from within your business apps
    •How to view customer profile and communications history
    •How to add and manage users
    •And more!
  • 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
  • There are as many approaches to troubleshoot network issues as there are pros doing it. Lack of time and impatient users sometimes force us to skip steps and quickly band-aid network issues. In this webinar Chris Greer, Network Analyst, Love My Tool blogger, and packet analysis expert, will provide you a road map to more effectively and systematically troubleshoot and analyze your network including:

    • Where you should start
    • What to look for, starting with the OSI layers
    • How to rule out common causes
    • What tests/tools you should use
  • 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.


    Speaker BIO

    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.
  • 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.

    Steve Bendall
    Head of Network Security DDoS
    BT Security

    Roman Lara
    Network Engineer II

    Alexander Miranda
    Director of Security

    J. Marc Hopkins
    Network Services Manager
    SouthWest Ohio Computer Association
  • 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 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.
  • 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.
  • 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
  • Most of us live in a service-dominant economy, yet we still think about services in goods-dominant terms that emerged from the industrial revolution. The Taking Service Forward initiative has embraced modern service-dominant thinking and proposes a ‘service architecture’ called the Adaptive Service Model (ASM). Its potential benefits include a better understanding of how to align services and the management thereof to customer needs, leading to more value for the consumer and lower costs for the provider. This presentation introduces ASM and how organizations can benefit from it by incorporating this thinking into their CSI initiatives.
  • Watch a cyber-attack unfold live to show you how your vendors can unwittingly leave the door open to your network and understand how to prevent these by managing, controlling and auditing all vendor access This webcast will offer best practice recommendations on how to secure vendor access to your organization. Hear top tips on how to protect your company and customer data, infrastructure and assets from cyber-attacks by securing vendor access while improving productivity.

    This webinar will offer best practice recommendations on how to secure vendor access to your organisation. Hear top tips to protect your company and customer data, infrastructure and assets from cyber-attacks by securing vendor access whilst improving productivity

    Also learn how to secure vendor access in action. Hear how Meander Medical Centre provides secure and audited access to its 80 suppliers to comply with government healthcare information regulations