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IT Service Management

  • Under Attack: Managing Small Business Cybersecurity Risk in 2017 Under Attack: Managing Small Business Cybersecurity Risk in 2017 Emory Simmons, President of CMIT Solutions of South Charlotte Feb 23 2017 4:00 pm UTC 60 mins
    Over the last few months, cyberattacks have dominated the news, creating uncertainty about how best to protect the value small business owners have worked to create. In this webinar, Emory Simmons, President of CMIT Solutions of South Charlotte, outlines today’s online threats and lays out a plan small businesses can use to manage risk.

    Invest an hour to attend, Under Attack: Managing Small Business Cybersecurity Risk in 2017, on February 23rd at 11:00 am EST for answers to the questions below:

    - What’s the likelihood my company will be targeted by a hacker?
    - If my data is in the cloud, they are responsible for data breaches, right?
    - Are ransomware attacks really that widespread?
    - Does business insurance cover breaches?
    - What can I do today to protect myself and my company?
  • ITSM, ITAM and The Internet of Things: Peaceful Evolution or Armageddon? ITSM, ITAM and The Internet of Things: Peaceful Evolution or Armageddon? George Spalding, EVP, Pink Elephant and Jim Blayney, CA Technologies Feb 23 2017 5:00 pm UTC 60 mins
    With the “Internet of Things”, everything is connected to everything else. How do I define what’s in my infrastructure? Is there a network perimeter anymore? An end-point? A gateway? What about tools to manage this; how are IT Service Management (ITSM) and IT Asset Management (ITAM) impacted? With billions of objects of all kinds joining “the network” it’s more important than ever to use automation to manage the assets of the organization and their interrelationships with other assets. Join George Spalding, EVP, Pink Elephant and Jim Blayney, CA Technologies as they discuss what’s in the future for ITSM and ITAM as they relate to the Internet of Things.
  • Say good-bye to choppy videos & slow PDF scrolling: Hardware Accelerator Say good-bye to choppy videos & slow PDF scrolling: Hardware Accelerator Tim Konopelky, Systems Analyst & Patrick Mauro,Senior Product Manager Mar 16 2017 5:00 pm UTC 30 mins
    Watch a short demonstration on how Teradici PCoIP® Hardware Accelerator smooths CPU peaks to deliver a consistent user experience. Say good-bye to choppy videos or lags using everyday applications thanks to the card’s powerful dynamic workload allocation capabilities.

    Enjoy full screen HD video playback and immediate performance improvements that can be achieved with PCoIP Hardware Accelerator.

    Get a glimpse of how you can enhance your VMware® Horizon View environment with the card including reduced CPU overhead. Plus, we’ll share five VDI lessons from our customers.

    Those who attend and view the webinar will receive a copy of the slide deck and FAQs.
    Q&A will follow at the end of the session.
  • 2017 Webroot Threat Brief 2017 Webroot Threat Brief Tyler Moffitt | Senior Threat Research Analyst Feb 23 2017 6:00 pm UTC 45 mins
    Get insights into the threat landscape.

    Presented by Tyler Moffitt, senior threat research analyst at Webroot, this webinar is based on data derived from the Webroot Threat Intelligence Platform, Webroot’s machine learning and contextual analysis engine.

    Comprised of millions of connected sensors and endpoints, in 2016 the Webroot Threat Intelligence Platform observed:

    •94% of malware and PUAs were seen only once
    •Approximately 1/3 of URLs were high risk
    •Zero-day phishing URLs doubled
    •And more…

    Get the insights you need to stay ahead of the malware curve in 2017.

    We hope you can join us for this live, educational session!
  • Beacons and Probes: Where Wi-Fi Analysis Begins Beacons and Probes: Where Wi-Fi Analysis Begins Devin Akin, CEO, Divergent Dynamics Feb 23 2017 6:00 pm UTC 60 mins
    If you're a Wi-Fi administrator, consultant, or surveyor, and you've always wanted to learn Wi-Fi protocol analysis, this webinar is for you. The 802.11 standard is over 3,500 pages and still growing quickly, so where should you begin?

    Join industry veteran and Wi-Fi analysis expert Devin Akin as he takes us on a detailed journey through beacons and probes. A solid understanding of the functionality, best practices, and contents of beacons and probes is the essential starting point for those wireless engineers who want to use protocol analyzers for detailed troubleshooting.
  • Unlocking Data and Clinical Applications with APIs: The New Face of Health IT Unlocking Data and Clinical Applications with APIs: The New Face of Health IT Matt Serna, Manager, Industry Marketing; Jonathan Ben-Hamou, Enterprise Systems Architect, ICOE Group Feb 28 2017 4:00 pm UTC 60 mins
    As healthcare organizations seek to unlock Electronic Health Record (EHR) data and develop modern clinical applications, health APIs can be used to simultaneously increase IT agility and improve data security.

    Furthermore, APIs (Application Program Interface) and API management serve as a core enabler for development on the SMART on FHIR (Fast Healthcare Interoperability Resources) platform, which promises to improve clinical care, research, and public health by supporting application interoperability.

    Join MuleSoft and ICOE Group for a discussion on how APIs can serve as a key enabler for EHR connectivity initiatives, and a live demo showcasing how MuleSoft’s Anypoint Platform can be used to develop a SMART on FHIR clinical application.

    Attendees will learn:

    - What impact upcoming legislative changes may have on health IT, and how APIs can insulate healthcare organizations from potential disruption.
    - How to build and manage APIs in a way that improves health data security and increases IT agility.​
    - How MuleSoft's Anypoint Platform enables the development and adoption of SMART on FHIR clinical applications.
  • Take Agile to the Next Level: Featuring Forrester Take Agile to the Next Level: Featuring Forrester Forrester VP and Principal Analyst, Margo Visitacion and Agile Advisor, CA Technologies, Laureen Knudsen Feb 28 2017 6:00 pm UTC 60 mins
    According to recent research, “67% of high-performing CEOs are actively embracing agility, and 100% of them state that their companies actively experiment with new products and services.”* To deliver what customers really want, improve your bottom line and see teams really engage, you need to go beyond sprints and standups to business-level agile.

    As the speed of business grows and more competitors adopt agile, grassroots approaches just won’t cut it anymore. “Doing agile” doesn’t guarantee business value, and many companies now have the opportunity to connect their overall business strategy to the execution of the work. Are your agile practices improving or flatlining? Better yet, are they benefiting your bottom line?

    Join CA Technologies and guest speaker Margo Visitacion, Forrester VP and Principal Analyst in Enterprise Architecture, on February 28, at 10:00 AM PT / 1:00 PM ET, for a webinar packed with research-backed tips on sustainable, high-performance agile at scale.
  • Key Considerations for Migrating Graphics Workloads to the Cloud Key Considerations for Migrating Graphics Workloads to the Cloud Alex Herrera, Sr. Analyst, Jon Peddie Research & Ziad Lammam, Teradici Feb 28 2017 6:00 pm UTC 45 mins
    Moving to “The Cloud” is becoming a norm these days as it now provides better security and flexibility that enterprises are looking for in today’s ever growing “Big Data” landscape! Organizations with graphics workloads and interactive applications are looking for ways to consolidate their workstations to decrease CapEx and OpEx while ensuring data security for a disperse and mobile workforce.

    Alex Herrera, a senior analyst with Jon Peddie Research, author, and consultant to the world’s leading computer graphics and semiconductor companies will talk about on how enterprises can collocate their graphics intensive applications and workstations in the cloud to increase productivity and enhance collaborative working environment for creative professionals and design engineers in various verticals like: Media & Entertainment, Automotive & Manufacturing, Architecture, Engineering, Construction.

    This webinar will introduce key considerations in moving high-performance workstation to the cloud and provide valuable insights including:

    • Physical workstations vs. virtual workstations in the cloud
    • Choosing among cloud workstations - Private, Public or Hybrid
    • What to consider when moving to the cloud

    Teradici’s CTO Randy Groves will share how Cloud Access Software and PCoIP technology can enable you to securely migrate graphics intensive workloads and applications to the cloud while providing a seamless and “workstation-like” end user experience.

    Those who attend the webinar will receive a copy of the slide deck.

    Q&A will follow at the end of the session.
  • Continuous Delivery = Agile + DevOps: Learn more with Guest Forrester Continuous Delivery = Agile + DevOps: Learn more with Guest Forrester Forrester VP and Principal Analyst, Diego Lo Giudice and Dan Rice, Agile Advisor, CA Technologies Mar 2 2017 5:00 pm UTC 60 mins
    The Global Agile Software Application Development Online Survey from Forrester Research, Inc. shows that a third of firms have been practicing agile for more than five years, and 54% have successfully scaled their Agile practices to more than half their teams.*

    People who practice agile methods often talk about "pulling quality forward." This and other agile tenets (delivering early and often, reducing batch size, inspecting and adapting, creating a collaborative culture and focusing on customer value) are designed to help organizations get valuable, high-quality features out the door, fast. But they can't happen just in engineering: agile succeeds as a mindset that's systemic throughout your organization.

    Join CA Technologies and guest speaker Diego Lo Giudice, Forrester VP and Principal Analyst in Application Development + Delivery to find out how YOU can help make your business an agile business by implementing agile both upstream (through your business portfolio) AND downstream (through testing and operations).

    If you're ready for a strategic, collaborative approach to delivering value to customers, then you won’t want to miss this webinar.


    *Forrester Research, Inc. “The 2015 State Of Agile Development: Learn From Agile Expert Firms,” August 2015
  • What to Look For in a Project & Portfolio Management Solution What to Look For in a Project & Portfolio Management Solution Lynn Reling Mar 7 2017 6:00 pm UTC 60 mins
    Companies invest in Project & Portfolio Management (PPM) solutions because they are looking for a central platform to gain visibility on projects, track and report on progress, and align their strategy to execution. But with so many options in the market, it’s hard to know if you are investing in the solution that is right for your current and future business needs. Join this webinar on Tuesday, March 7, 2017 for an inside view into the key features and functionality to look for in a dynamic PPM solution.

    Whether you are new to PPM automation, or looking to replace a PPM solution you’ve invested in already, this webinar will discuss:
    - Best practices for researching and selecting the right solution for your unique needs
    - Must haves and deal breakers to look out for during the selection process
    - Critical differentiators that will determine your success
  • Unleashing the Enormous Power of Service Desk KPIs Unleashing the Enormous Power of Service Desk KPIs Jeff Rumburg, Managing Partner at MetricNet Mar 7 2017 7:00 pm UTC 60 mins
    An overview of best practices in Service Desk Performance Measurement.

    HEAR how the industry's top performing Service Desks track and trend their performance!

    LEARN how to use KPIs diagnostically to achieve World-Class Performance!

    APPLY Best Practices in Service Desk Performance Measurement and Management!

    In this webcast, MetricNet will share the key success factors in performance measurement from the industry's top performing Service Desks!
  • 4 things every IT Administrator needs to know about PCoIP Security 4 things every IT Administrator needs to know about PCoIP Security Jack Cha, Product Security Engr. & Dustin Krysak, Security Analyst, Teradici Mar 23 2017 5:00 pm UTC 45 mins
    Learn best practices for maximizing the security of your PCoIP Zero Client and PCoIP Management
    Join this informative session where our security experts will cover:
    •Security in a PCoIP deployment
    •Securing your PCoIP and management connections
    •Setting up profile settings for hardening PCoIP Zero Clients
    •Hardening PCoIP Management Console
    oPerforming OS security updates in CentOS
    Other best security maintenance practices
    Q&A will follow at the end of the session.
  • The Pursuit of Award-Winning Service Improvement: A Case Study from CGI Federal The Pursuit of Award-Winning Service Improvement: A Case Study from CGI Federal Shane Knipschild, Tom Wible, and Leslie Cook (moderator) Mar 30 2017 5:00 pm UTC 75 mins
    The HDI Service Improvement Award recognizes an organization that has successfully implemented or improved one or more service offerings. Attend this webinar to learn how the 2016 award winner, CGI Federal, implemented world-class service improvements. Shane Knipschild and Tom Wible will share:

    * The state of the organization before CGI Federal launched its service improvement initiative
    * The strategy for CGI Federal's service improvement initiative
    * The outcome, including lessons learned and the impact on CGI Federal
  • The Role of IT Leadership in Service and Support The Role of IT Leadership in Service and Support Jeff Rumburg, Managing Partner at MetricNet Apr 11 2017 6:00 pm UTC 60 mins
    As the gateway to IT for most end users, service and support is the biggest driver of customer satisfaction and can generate a tremendous return on investment. IT leaders and managers who ignore these facts do so at their own peril, for the simple truth is this: the success and longevity of an IT management team are directly tied to the success of service and support. In this session, Jeff Rumburg will use benchmarking data and case studies to demonstrate the untapped value of all service and support organizations.
  • Unleashing the Enormous Power of Call Center KPIs Unleashing the Enormous Power of Call Center KPIs Jeff Rumburg, Managing Partner at MetricNet May 16 2017 6:00 pm UTC 60 mins
    In Unleashing the Enormous Power of Call Center KPIs, MetricNet provides an overview of the Best Practices in Call Center Performance Measurement. Our best practices help call centers lower costs and increase customer satisfaction!

    Viewers will learn:

    How the industry's top performing Call Centers track and trend their performance.

    How to use Call Center KPIs diagnostically to achieve World-Class Performance.

    How to apply Best Practices in Call Center Performance Measurement and Management.

    The key success factors in performance measurement from the industry's top performing Call Centers.
  • Any Time, Any Place: The Ultimate Customer Experience! Any Time, Any Place: The Ultimate Customer Experience! Jeff Rumburg, Managing Partner at MetricNet Jun 13 2017 6:00 pm UTC 60 mins
    The growth of multichannel support and BYOD policies has opened up a plethora of new avenues for customers to engage with IT support. This has the potential to create a richer, more satisfying experience for the customer, but savvy support organizations recognize that it isn’t good enough to simply replicate the same service in different channels. It’s really about maximizing the customer experience for each unique channel and device. In this session, you’ll find out how progressive support organizations have harnessed the potential of “any time, any place” support to drive and sustain high levels of customer engagement. You’ll review case studies and benchmarking data that illustrate the power of multichannel, multidevice support in today’s complex IT enterprise.
  • C-Level Success and the Secret Weapon of Service and Support C-Level Success and the Secret Weapon of Service and Support Jeff Rumburg, Managing Partner at MetricNet Jul 11 2017 6:00 pm UTC 60 mins
    A growing body of empirical evidence demonstrates a simple truth: the quality and effectiveness of service and support has a direct and measurable impact on the career success of those in IT leadership. When customers are happy with IT support, they are happy with all of IT. And when they are happy with all of IT, that reflects well on the entire executive team.

    In this presentation, Mr. Rumburg, who has been retained as an IT service and support expert by some of the world's largest corporations, uses benchmarking data and case studies to demonstrate the crucial role that service and support can play in the management and career success of IT executives.
  • 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!
  • Turbocharge Your Metrics With Benchmarking! Turbocharge Your Metrics With Benchmarking! Jeff Rumburg, Managing Partner at MetricNet Sep 12 2017 6:00 pm UTC 60 mins
    Industry data shows that support organizations that conduct annual benchmarking are far more likely to achieve world-class performance. Yet fewer than 20% of all support groups engage in benchmarking. In this session, you’ll review performance data from more than 200 support organizations, as well as several case studies that show how your peers have harnessed benchmarking to quantify performance, draw industry comparisons, identify performance gaps, and define the actions necessary to optimize efficiencies.
  • Benchmarking Roundup: Summary of 2017 Service and Support Benchmarks Benchmarking Roundup: Summary of 2017 Service and Support Benchmarks Jeff Rumburg, Managing Partner at MetricNet Oct 10 2017 6:00 pm UTC 60 mins
    Many Service and Support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer are aware of what constitutes acceptable performance. In this session, Jeff Rumburg will share the results of MetricNet’s 2017 Global Benchmarking Initiative for Service and Support, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.
  • Benchmarking Roundup: Summary of 2017 Call Center Benchmarks Benchmarking Roundup: Summary of 2017 Call Center Benchmarks Jeff Rumburg, Managing Partner at MetricNet Nov 7 2017 7:00 pm UTC 60 mins
    Many Call Center professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer are aware of what constitutes acceptable performance. In this session, Jeff Rumburg will share the results of MetricNet’s 2017 Global Benchmarking Initiative for Call Centers, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.
  • The Coming Enterprise Service Desk – How Information Technology Can Lead The Way The Coming Enterprise Service Desk – How Information Technology Can Lead The Way Jeff Rumburg, Managing Partner at MetricNet Dec 5 2017 7:00 pm UTC 60 mins
    ITIL, and more broadly, IT Service Management, is now a 31-year-old discipline. It was originally established in the UK under the government of Margaret Thatcher in 1985. For those working in IT Service and Support, the implications of this are profound. First, it means that IT support professionals have an enormous body of knowledge to draw upon for industry best practices. Secondly, it almost always means that other corporate services, such as HR, facilities, safety, etc., are far less mature than IT Service and Support. Savvy IT managers recognize this opportunity, and are increasingly taking up the challenge of providing enterprise leadership in corporate services.

    I want to challenge leaders from both IT and non-IT services to give serious thought to the role of enterprise services in your organization. This is the kind of opportunity that doesn’t come along very often. It has the potential to transform the delivery of all services in the enterprise, while saving money and improving the quality of service that your customers receive. Moreover, it can be a game changer for your career. Enterprises worldwide are in desperate need of leadership on this issue. So if you have been looking for that next big career opportunity, it may be right in front of you!