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IT Service Management

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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.
  • Cloud, Big Data, ITSM – all things we should be doing. Right?

    Perhaps. As IT professionals, we’re often so heads-down keeping the lights on that we forget why we’re doing all this work in the first place: Our CUSTOMERS! This session begins with offering some key reasons companies implement Service Management and how it can bring value to the organization, followed by implementation strategies that rely heavily on customer engagement. Listeners will be able to clearly envision where customer involvement is critical vs. those internal processes they can craft themselves.

    Key points of this session include:
    - Engaging customers in the processes of Service Strategy
    - The importance of customer involvement in Service Design
    - Adoption and buy-in for service improvement
    - The importance of the “service review” meeting
  • The classic ITIL model includes a process function for SACM – Service Asset and Configuration Management, but what does SACM include? What is the scope of Configuration Management? What is the scope of IT Asset Management? Where is the overlap? What are the dependencies? Most importantly, how does ITAM strengthen ITSM and how does ITSM strengthen ITAM?

    - ITAM / CM Information Consumers and Providers - The 5-box model
    - When is a single instance of hardware or software an asset? A CI? Both? Neither?
    - What informational attributes provide value for the IT asset? For the CI?
    - Where does the information (data) come from and how does it get into the asset record? CI?
    - The cradle to grave lifecycle of hardware and software in the business environment
    - Communication 101
    - Keys to success – How do we exceed our expectations for ITAM / CM?
  • Service desk KPIs have evolved and matured significantly over the past two decades. Today’s service desks routinely track twenty or more KPIs, and the focus has shifted from tactical/operational metrics to the more strategic metrics of business value and ROI. In this session, you’ll take a journey through the past and explore twenty-five years of service desk benchmarking data. Attendees will learn about the most common service desk KPIs, changing averages in service desk performance, the evolution of KPIs, the holistic discipline of performance measurement and management, and what today’s KPIs tell us about the future.
  • Join us for this month’s itSMF USA podcast with hosts Doug Tedder @dougtedder and Eddie Vidal @eddievidal and guest Greg Sanker @gtsanker as we discuss Change Management at the Speed of Business. Listen to Greg’s take on what's different between traditional Change and Agile Change and how to manage change at the new speed of business
  • Implementing a communication system for a growing business is no easy task. Between the time of design and implementation, a magnitude of factors may arise that require on-the-fly changes to the process. In this short video, hear about “zero-down implementation” that allows for flexibility in deploying a reliable system that is able to support the growing needs of the business. Learn more about:

    - Assembling an experienced team
    - Planning and designing phase
    - Deployment and training
  • This presentation will review the top 10 reasons why IT Projects have a 50% failure rate. This summary is based on our ITSM Assessments of over 100 customers. The ITSM Assessment is the first stage of our ITSM Improvement Program.
  • CA Technologies has just released CA PPM 14.2, the latest version of the industry-leading Project & Portfolio Management solution. In this live webcast, David Werner from CA Technologies will discuss the exciting new features and functionality in the 14.2 release. Joining David in this webcast will be Lonnie Haire of VersionOne to discuss the available integration of VersionOne’s industry-leading Agile solution with CA PPM. Both speakers will answer questions from audience.
  • Have you ever tried to change lanes on a packed, fast moving highway and no one would let you in? Have you felt something was missing in your Service Management initiatives but didn’t know where to look? Too often Service Managers get “stuck” in a single framework, methodology or standard because the fast-moving pace of consulting and service delivery doesn’t allow for time to conduct the necessary research to find the essential information to fill that gap.

    This hands-on, action-packed presentation is filled with great information on ‘how to merge’ the Service Management highway and is delivered by well-known experts in Service Management, Mark Thomas and Suzanne Van Hove. The participant will interact with a real-life caselet and apply the developed Five Anchor approach to create an improvement plan based on the best information that COBIT®5, ISO/IEC 20000 and ITIL® can offer. Learn how to develop your own street view of the Service Management community by creating a robust and integrated improvement plan and walk away with the tools to help you deploy the technique in your own environment.
  • After July 14, 2015, Microsoft will no longer issue security updates for any version of Windows Server 2003. If you are still running Windows Server 2003 in your datacenter, you need to take steps now to plan and execute to protect your infrastructure. The end of support means two things: newly discovered vulnerabilities in Windows Server 2003 will not be patched anymore, nor will they be documented and acknowledged by Microsoft. This represents an increase in the risk of using Windows Server 2003. However, many organizations still count on Windows Server 2003 for critical business operations. It’s important for organizations to understand the risks of running out-of-support platforms against the costs and effort of migrating to a new one.

    In this webinar, we will cover 2 important topics to help you secure, migrate and protect your legacy environment:
    * What risks you are facing for Windows Server 2003 end-of-support
    * How to shield vulnerabilities when the platforms are no longer be patched

    Join the webinar to know the most comprehensive protection to help manage the risks of out- of-support platforms like Windows Server 2003!
  • The focus of many ITSM strategies and best practices is to supply excellent IT services to the business. So what's wrong with this? The problem is the 'supply' perspective. Unless the business has strategies and best practices for demand and use of IT services that complement the process for supply of IT services, it's like a car manufacturer providing cars for inexperiences drivers who also don't know which route to take. Enterprises get much more return on their ITSM investments by addressing the whole value cycle, and this presentation uses the BiSL framework to illustrate the parts that supply-biased approaches tend to neglect.
  • Many organisations struggle to implement a successful ITSM program, with multiple attempts at the same issue being undertaken with almost clockwork like regularity every 3-4 years. But why is it so hard to implement an ITSM framework that delivers real business value? How does a Program Manager even approach this issue? Where is the checklist for implementation success?

    Join Peter Hubbard, Pink Elephant EMEA, as he maps out a structured approach to successful implementation of an ITSM initiative. He will discuss the considerations of which processes should be attempted first, the importance of the toolset, and, the one underlying area that is almost always neglected but is responsible for the failure of over 60% of all ITSM implementation projects; The people who have to work in alignment with the new world. And yes…. There will even be a checklist for implementation success.
  • "We have decided that we should adopt ITIL as a framework of best practices for managing our IT Services. But where should we start?"

    This webinar will help you to avoid undesirable situations and to foresee the main obstacles that you can expect when trying to keep the whole service lifecycle under control from the beginning. A set of simple recommendations will help you to effectively out in place the processes that will turn your IT organisation into a controlled environment according to the best practices described by ITIL.
  • Lack of collaboration across internal teams within IT, and across internal and external business relationships is cited as the most common reason why 70% of IT projects fail to deliver their promises.
    Lack of collaboration is also the reason why business processes that look fine on paper (or in Visio) just don’t get the buy-in necessary for them to improve business performance. They just end up adding to the complexity and confusion, and yes, it is much easier to ‘go and ask George/Georgina’.
    Here is how to lead and do collaboration in complex organisations; From the perspective of an Organisation Behaviour specialist who has spent 20+ years helping the IT departments of organisations in many different industries to collaborate with each other and with their customers. Philippa Hale shares many personal experiences and stories plus some practical techniques and tips that can be used straight away, by anyone who has to lead teams or initiatives.
  • Simply installing a new ITSM tool does not suddenly mature an organization or the processes they use. Achieving excellence in service management takes time, experience and learnings from others. Join Unisys and one of our Service Management Leaders, Royce Millet, of the Unisys Service Management Center of Excellence as we discuss this topic and dig into the Applied Service Management areas of Major Incident, Problem, Change and Request Management.

    Hear from a service practitioner just like you who has cultivated the tips, tricks and best practices that have been developed as part of Unisys world class service management operation.
  • When adding new 10G infrastructure to your data center it is best practice to validate performance before making it operational. Yet this step is frequently skipped - increasing the likelihood of future problems and outages, more time spent troubleshooting, and 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 standardized testing and reporting.
  • In this session Troy will explain Lean’s major guiding principles, improvement methods and how they are practically used to enable ITSM- Continual Service Improvement.

    Simply put, Lean IT improvement methods focus on achieving customer value while eliminating wasted steps and optimizing process value streams. Or in other words, do more with less by preserving value with the least amount of effort. While ITIL does a good job of describing the concept of Continual Service Improvement, Lean takes it one step further to give you practical and repeatable tools to accomplish this important goal. Come to this session and you’ll walk away with an understanding of what Lean IT is and why you will never design or improve another process without considering it through a Lean Fit for Purpose, Fit For Use Lens.
  • Sometimes one cloud isn’t enough. In a recent study by IDC, more than 65% of enterprise IT organizations will commit to hybrid cloud technologies before 2016. In this webinar we will walk you through a case study on a large enterprise customer who optimized their cloud strategy for performance, capabilities, and costs by using a multi-cloud approach. The results were outstanding - $1.5 million in annual savings from examining only 15 apps out of 500 app portfolio. Join Ilyas Iyoob, Director of Advanced Analytics and Lani Dame, Sr. Product Marketing Manager as they walk through this customer success.
  • Join us for a 30-minute live session every Friday, where we’ll tour the RingCentral interface, discuss the latest innovations and features available on the RingCentral platform, and share best practices on leveraging cloud communications for your business. This session features a live demo of RingCentral Office and an open Q&A session led by a Sales Engineer.

    This week tune in and learn about how RingCentral integrates with Google Gmail, Calendar, Docs and more.
  • In our always-connected business world today, customers expect instant and seamless communications. Come learn how companies of all sizes can decrease response times, increase agent productivity and improve customer satisfaction while reducing demand for IT support.

    What attendees will learn:
    - Trends in customer care and communications – expectations in our always-on world.
    - Ways to offer consistent customer experiences across an array of communications mediums
    - How to enable high-definition voice and video collaboration to users – even those on mobile devices
    - Exciting new developments in integrated communications and customer
    - Ability to streamline communications in the cloud
    - How Zendesk and RingCentral integrations enhance customer satisfaction
  • Tema 3: Gestión de Servicios con EasyVista
    Ponencia del Curso Online de Herramientas de Gestión TI

    EasyVista es una herramienta de gestión integral del área TI, que permite una personalización sencilla, sin necesidad de escritura de código. PROCESOS; Gestiona todos los procesos ITIL.

    AGENDA de la Clase 1:
    1. Presentación de la Funcionalidad y Arquitectura del Producto
    2. Presentación del Caso Práctico de base para la clase
    3. Uso de la herramienta, con un enfoque centrado en el usuario final
  • After July 14, 2015, Microsoft will no longer issue security updates for any version of Windows Server 2003. If you are still running Windows Server 2003 in your datacenter, you need to take steps now to plan and execute to protect your infrastructure. The end of support means two things: newly discovered vulnerabilities in Windows Server 2003 will not be patched anymore, nor will they be documented and acknowledged by Microsoft. This represents an increase in the risk of using Windows Server 2003. However, many organizations still count on Windows Server 2003 for critical business operations. It’s important for organizations to understand the risks of running out-of-support platforms against the costs and effort of migrating to a new one.

    In this webinar, we will cover 2 important topics to help you secure, migrate and protect your legacy environment:
    * What risks you are facing for Windows Server 2003 end-of-support
    * How to shield vulnerabilities when the platforms are no longer be patched

    Join the webinar to know the most comprehensive protection to help manage the risks of out- of-support platforms like Windows Server 2003!
  • With cloud and mobility changing the technology landscape, the enterprise WAN space has evolved. Technology advancements are enabling IT managers to rethink their enterprise WAN strategy beyond the traditional path of WAN optimization. Whether it’s called next-generation WAN, SD-WAN, hybrid WAN or WAN virtualization, the WAN conversation is back in style. In this session, you will learn how the modern approach to enterprise WAN can help increase application reliability and scale bandwidth while lowering costs.