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.
  • 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
  • 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.
  • 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
  • "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.
  • 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
  • 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
  • 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.
  • 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.
  • 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
  • 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.
  • The cloud is fundamentally remaking enterprise architectures. Partners need to be seen as trusted advisors to enterprises embarking on cloud transformation initiatives.

    This webinar discusses how service providers can provide the management and support for hybrid cloud environments. Watch this webinar to learn:

    * Key hybrid cloud management trends that affect you and your customers
    * How to manage a hybrid cloud service, with a VSPEX use case
    * A roadmap to moving up the value chain with your customers
  • 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.

    Sponsored by Qualcomm
  • 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