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IT Service Management

  • The Fundamentals of Testing Ethernet Technology. Part #2 The Fundamentals of Testing Ethernet Technology. Part #2 Diong Ming Cheng, Application Engineer, EXFO Recorded: Feb 23 2017 58 mins
    The surge in web-based, bandwidth-intensive applications has created new opportunities to deliver increasingly advanced services at higher speeds, alongside cutting-edge technologies. With its unmatched scalability and cost-effectiveness, Ethernet/IP has become the underlying technology of data communications and should be well understood by all players in the telecommunications industry.

    This 2-part webinar series addresses the fundamentals of testing Ethernet technology, as well as the tools and standards required in effectively turning up and troubleshooting next-generation Ethernet services.
    In this 2-part webinar series, we will delve deeper into the following topics:

    Webinar #2: February 23, 2017

    Birth certificates: A summary and troubleshooting basics
    +Ideal Birth Certificate testing
    +Troubleshooting
    -What is unique about 100G testing?
    -VLAN scan
    -Through Mode
    -The impact on quality of service (QoS) experience

    Get the insights you need to achieve faster Ethernet service turn-up with first-time-right results!
  • How far can you trust AI How far can you trust AI Greg Pollock, VP of Product at UpGuard Recorded: Feb 22 2017 44 mins
    Machine learning is both cool and valuable, but to apply it effectively requires that we disregard the former in order to be rigorous about the latter. In this session we take a hard look at the qualities that make machine learning fit for purpose for problems in cyber security in order to lay out a global roadmap for how machine learning can solve security problems today. Even more importantly, our bottom-up analysis of machine learning will chart the areas where an excessive faith in automation can become harmful to a business' security posture.

    About the presenter:

    Greg has previously managed products and product teams for gaming and education startups with a focus on meaningful, measurable engagement loops. His games have been ranked in the top ten by traffic on Facebook, the top ten by revenue on the App Store, and as the Editor's Choice in the App Stores of over 70 countries.
  • SQL Server 2016: Just a Few of Our DBA's Favorite Things SQL Server 2016: Just a Few of Our DBA's Favorite Things Rodney Landrum, Consulting Services Manager, Ntirety Recorded: Feb 22 2017 59 mins
    Join Rodney Landrum, Consulting Services Manager at Ntirety, a division of HOSTING, as he demonstrates his favorite new features of the latest Microsoft SQL Server 2016 Service Pack 1.

    During the webinar, Rodney will touch on the following:

    • A demo of his favorite new features in SQL Server 2016 and SP1 including:
    o Query Store
    o Database Cloning
    o Dynamic Data Masking
    o Create or Alter
    • A review of Enterprise features that are now available in standard edition
    • New information in Dynamic Management Views and SQL Error Log that will make your DBAs job easier.
  • Unsung Heroes: An Architect's Role in the New IT Operating Model Unsung Heroes: An Architect's Role in the New IT Operating Model Richard Sey, Head of Development Operations (DevOps), Siemens Energy Management; Mark Daly, Client Architect, MuleSoft Recorded: Feb 22 2017 59 mins
    With their unique position at the centre of an organization, Architects can play a pivotal role to usher digital evolution and transformation in-line with business and IT objectives, including the adoption of Agile, DevOps and other disruptive paradigms.

    Join Richard Sey, Head of Development Operations (DevOps), Siemens Energy Management, and Mark Daly, Client Architect, MuleSoft, on January 18 at 10am (GMT) for a live webinar as they look at the key role of the Architect in achieving the new IT Operating model. It will cover:

    - A working example from Siemens Energy Management on how they have realised the new IT Operating Model from a business and Architect's perspective to drive operational efficiency, cutting development time by half
    - A view of Enterprise Architecture and DevOps from a leader in the field
    - What an organization needs to support delivery of the new IT Operating Model, including the creation of a Centre for Enablement (C4E), which has reduced dependency on Central IT in the Lines of Business at Siemens by 25%
  • Tech Demo - Imperva Application Protection Portfolio Tech Demo - Imperva Application Protection Portfolio Ajay Uggirala, Director of Product Marketing and Mina Mahdavi, Senior Systems Engineer Recorded: Feb 21 2017 52 mins
    Imperva offers comprehensive application protection that has the flexibility to be deployed on-premises or in-the-cloud protecting business-critical applications and infrastructure. This webinar will provide a complete overview of Imperva’s unique application security product portfolio that will enable your organization to defend itself against DDoS attacks, web-based threats and other emerging zero-day attacks. Learn how easy and flexible it is to deploy the solution in any environment and watch a live demo.
  • Building a Business Case for IT Service Management Building a Business Case for IT Service Management Jarod Greene, VP of Product Marketing, Cherwell & Lucrecia Chandler, ITSM Training & Comms Manager, Sam Houston Univ. Recorded: Feb 21 2017 25 mins
    Lucrecia Chandler, Training and Communications Manager at Sam Houston State University, will share her ITIL and ITSM implementation journey. From managing manual processes with a home-grown work order system to implementing automated ITIL processes using Cherwell Service Management, Ms. Chandler will show how she accounts for service delivery costs and evaluates financial efficiencies.
  • Panel Discussion: Cyber Security Strategies and Trends in 2017 Panel Discussion: Cyber Security Strategies and Trends in 2017 Jeff Costlow, ExtraHop Networks; Francois Raynaud, DevSecCon; Rami Mizrahi, TopSpin Security & Josh Downs, BrightTALK Recorded: Feb 21 2017 48 mins
    These days it's not a matter of if you'll be breached, but when. Security teams in the modern enterprise must accept that as well as efforts to protect their perimeter, they must also focus on understanding their east-west traffic.

    This panel discussion will look at the trends and technologies influencing cyber security strategy in 2017, in particular those that deal with effectively monitoring your network to ensure your organisation handles vulnerabilities and stays breach free.

    Panelists:

    - Josh Downs, Community Manager - Information Security, BrightTALK (moderator)

    - Jeff Costlow, Director of Security, ExtraHop Networks

    - Rami Mizrahi, VP of R&D, TopSpin Security

    - Francois Raynaud, Founder, DevSecCon

    Tune into this panel conversation if you're a network or security professional looking to hear the latest trends and security best-practices to defend against a constantly evolving opponent.
  • Make knowledge management valuable and fun Make knowledge management valuable and fun Sebastian Teeling, Knowledge Specialist at ComAround Recorded: Feb 20 2017 37 mins
    More satisfied employees, higher resolution rates, fewer cases for the service desk, and an up-to-date and relevant database. We dare say that this is the result of a structured approach to knowledge management, using proven methods that make knowledge valuable and fun. In this webinar, we tell you how to go about it!

    Service desks should provide high-quality support on time and using limited resources. Nothing strange about that. But how can the service desk work with Knowledge Management and build a qualitative knowledge base concurrently? And what factors motivate the service desk team and make them feel involved and engaged, both in their professional roles and in achieving the objectives established by the organization as a whole? In simple terms, how do you make knowledge valuable and fun?

    In this webinar we demonstrate how the service desk can:
    work to make the knowledge base useful in the long term
    create procedures and processes that engage and motivate
    reduce costs and improve service to the organization

    Listen to Sebastian Teeling, Knowledge Specialist at ComAround, as he demonstrates how the support organization can work to make the knowledge base valuable in the long term and to create procedures and processes that engage and motivate.
  • KCS – the value creating process KCS – the value creating process Lena Stormvinge Recorded: Feb 20 2017 30 mins
    Effective knowledge management improves the service levels and the service desk work flow dramatically. The support organization will benefit from 60% shorter resolution time, 40% higher first-contact resolution rate, and 30% more satisfied employees.

    In this webinar you will learn:
    - What the established knowledge management methodology KCS (Knowledge-Centered Service) is
    - How KCS can improve the results of self service
    - How modern technology empowers the support team to capture, structure, and share knowledge within the entire organization
    - How the whole organization will benefit, both in the short and the long term

    Listen to Lena Stormvinge, one of 15 certified KCS Trainers in the world, go through the core principles of KCS and demonstrate why a KCS verified knowledge tool matters, and how it creates value to the whole organization.
  • 5 Rules to Create a User Experience Your Team Will Love. 5 Rules to Create a User Experience Your Team Will Love. Adam Mason, Jeremy Mandle, and Meghan Lockwood Recorded: Feb 16 2017 33 mins
    Every company wants a modern, easy-to-use Service Portal. Using ServiceNow, companies can offer the same kind of internal support and portal experiences that users would get as consumers.

    Acorio experts will showcase how your company can deploy modern web technologies (including mobile) to streamline your internal IT portals, to create an IT interface your employees will use and love.

    At the end of this webinar, you will know how to:
    Use design to improve Portal Adoption
    Create an Amazon-like experience in your Service Portal
    Ensure your website can pass a blink test?
    Streamlining your site design and navigation to meet individual user needs
    Deploy five psychological tricks to improve engagement
  • The Road to Award-Winning KCS: A Case Study with Lowe's and Spectrum Health The Road to Award-Winning KCS: A Case Study with Lowe's and Spectrum Health Chris Meadows, Keelyn VanderWeide, and Leslie Cook (moderator) Recorded: Feb 16 2017 62 mins
    The HDI Knowledge-Centered Support Award recognizes an organization that has successfully implemented or improved upon a Knowledge-Centered Support adoption. KCS is recognized as the set of knowledge management best practices within service management where knowledge is leveraged as an asset of the support organization. Attend this webinar to learn how the 2016 award winners, Lowe's and Spectrum Health, implemented world-class knowledge management programs. Chris Meadows (Lowe's) and Keelyn Vanderweide (Spectrum Health) will share:

    * The state of their organizations before KCS
    * The strategy for their KCS implementations
    * The outcome, including lessons learned and the impact on the business
  • Unite people, processes and products through TFS DevOps Unite people, processes and products through TFS DevOps Yogesh Vangada MCP, CSM, CSPO, SAFe Agilist, TFS DevOps Consultant Recorded: Feb 16 2017 44 mins
    Do you think disintegrated teams and tools are delaying your delivery timeline and causes business slow down? Then, you should definitely learn about Microsoft Team Foundation Server (TFS), an integrated suite of developer tools that simplifies enterprise ALM.
    Aspire Systems, a Microsoft Gold DevOps and Application Development partner, has helped many enterprises implement and integrate TFS in their environment, and leverage its benefits. As a trusted partner for enterprises and ISVs, we are hosting a webinar to help businesses understand how TFS can unite people, processes and products to improve product delivery and accelerate productivity.
  • How Change&Configuration Management are Critical for Software License Management How Change&Configuration Management are Critical for Software License Management Marcel Shaw Recorded: Feb 16 2017 33 mins
    Software audits are on the rise costing organizations around the world millions of dollars. Learn how Change and Configuration Management can help protect your organization from penalties and fines resulting from unlicensed software in the Data Center.
  • Live in 5! Setting up your PCoIP deployment for the 5 minute install Live in 5! Setting up your PCoIP deployment for the 5 minute install Jonathan Culver, Sales Engineer, Teradici Recorded: Feb 16 2017 37 mins
    Attend this informative session if you would wish to receive tips and tricks to use PCoIP Management Console to get up and running with your PCoIP Zero Clients in five minutes or less.
    Specifically, you’ll learn how to:
    •Set up groups, profiles and firmware
    •Use auto configuration
    •Use auto discovery and determine when to use DNS SRV or DHCP records
    Q&A will follow at the end of the session
  • The Role of the Project Manager in an Agile Business The Role of the Project Manager in an Agile Business Ann Konkler, CA Technologies Agile Consultant and PMI-ACP Recorded: Feb 16 2017 57 mins
    More and more organizations are adopting agile methods to help manage complex work and improve project delivery. If you’re a Project Manager, you may be wondering: Is an agile approach right for my organization? Do I have a role on an agile team, and if so, what is it? How do I make agile methods work in my context?

    Join Ann Konkler, Agile Consultant at CA Technologies, on Thursday, February 16, 2017, 10am PT / 1pm ET, to better understand the role of the Project Manager in an agile business. During this webinar, you’ll learn:

    • How Project Managers can have a meaningful role
    • Which agile framework is right for you
    • How to coordinate across teams when some are applying agile methods and others are not

    We want to help you better understand your role as a Project Manager in an agile business. Join us to learn more and bring your questions to this engaging webinar.
  • Top Five Reasons to Use Verified Asset Discovery Top Five Reasons to Use Verified Asset Discovery Dan Ortega - VP of Marketing for Blazent Recorded: Feb 16 2017 4 mins
    In this Top 5 video we list the top responses from a survey of 58 IT managers on the benefits they observed from using IT asset discovery and mapping technology.
  • 5 Ways to Introduce DevOps to your ITSM World 5 Ways to Introduce DevOps to your ITSM World Doug Tedder Tedder Consulting LLC Recorded: Feb 16 2017 42 mins
    The days of the monolithic, overly-bureaucratic ITSM environment are numbered. The message is clear

    – faster results with better quality is what businesses are demanding from IT.

    But you’ve made significant investments and done some great work with implementing ITSM in your

    environment. And it is working. But perhaps it’s not keeping up with the demand from your business,

    or you’re under some pressure to adopt DevOps. Do you throw away all that investment in ITSM?

    Well – not so fast! The fact is that you’re going to need those ITSM processes that you’ve worked so

    hard on as you begin to look at DevOps. Where do you begin? How do you get started?

    Get some pragmatic advice from Doug Tedder in this informative webinar and learn five ways to begin

    to introduce DevOps to your ITSM world.
  • Is DevOps REALLY the new answer to business technology value? Is DevOps REALLY the new answer to business technology value? James Finister, Global ITSM Strategist at Tata Consultancy and Daniel Breston, DevOps and AgileITSM coach Recorded: Feb 16 2017 47 mins
    Why do you want to introduce a new best practice to make the best use of technology? Yes in many cases IT is the 3rd largest budget line item, but are you getting the results you and your customers value from the investments being made?

    Is DevOps hype or can DevOps truly deliver value?

    Join James Finister, Global ITSM Strategist at Tata Consultancy and Daniel Breston, DevOps and AgileITSM coach, as they seek to answer the question: is DevOps hype or not? Take-away their experience on what is the value of technology and the value of movements like DevOps to you personally and to your organisation.
  • 5 Ways to Improve IT Service Delivery While Reducing Cost 5 Ways to Improve IT Service Delivery While Reducing Cost Stephen Mann, Independent ITSM Blogger, Writer, and Presenter Recorded: Feb 15 2017 48 mins
    For a corporate IT organization to create business value, then it needs to focus on things beyond the IT infrastructure, including: understanding customer needs and wants; delivering high quality services, support, and customer service; and effective financial stewardship.

    Attend this webinar for practical help with five opportunities to improve how corporate IT organizations are run, and the value they ultimately provide to their business, across:

    1.Exploiting automation
    2.Improving service desk performance while reducing costs
    3.Redefining services through BRM and service portfolio management
    4.Better IT asset management
    5.Financial management that focuses on the right things
  • Live Demo of OptiView XG Live Demo of OptiView XG Tony Fortunato, Senior Network Performance Specialist with The Technology Firm Recorded: Feb 15 2017 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.

    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.
  • Agile, Lean & DevOps: Working Together to Increase ITSM Efficiency Agile, Lean & DevOps: Working Together to Increase ITSM Efficiency Troy DuMoulin, VP, Research & Development, Pink Elephant - Josh Caid, VP of Innovation, Cherwell Recorded: Feb 15 2017 48 mins
    Many organizations are being challenged to complete everyday tasks “better, faster, cheaper”. But how can this be accomplished?

    As organizations shift gears to accommodate the business need for speed and agility demanded by the digital economy, there is a growing interest in models and methods to accelerate business value generation. However, at the same time there is growing confusion on how these different models such as Lean, Agile Software Development and DevOps connect and how they relate to the principles and practices of IT Service Management.

    Join Troy as he reveals how Agile, Lean and DevOps can work together to help your organization achieve the elusive challenge to be “better, faster, cheaper”.
  • Business Models for IT Business Models for IT Mark Smalley, The IT Paradigmologist, ASL BiSL Foundation Recorded: Feb 15 2017 46 mins
    This presentation takes a look at the IT function as if it were a regular business department, using well-accepted concepts such as business models and operating models. After introducing the concepts of business models and operating models and applying them to the IT domain, familiar IT bodies of knowledge such as Agile, ASL, BABOK, BiSL, BRMBOK, COBIT, DevOps, IT4IT, and ITIL will be mapped to the models, illustrating where they add value.
  • DevOps: Adopt and Adapt the Blend DevOps: Adopt and Adapt the Blend Daniel Breston, DevOps and Leadership Coach Recorded: Feb 15 2017 38 mins
    Ok let’s be honest: DevOps borrowed many practices from other practices. TOC, Lean, ITSM, SIAM, Agile, Scrum, Kanban, Organisational Change Management (OCM) to name a few. Surely you cannot learn all of these and then figure out how to introduce DevOps as a new way to provide value to all technology investment and management?

    How can you fast forward to being able to try DevOps ways of collaboration, communication, faster creation, better feedback and continuous improvement? How can you adopt and adapt the blend to your organisation?

    This session discuss what is DevOps as a mix of practices. Then using the technique of Value Stream Mapping, sets the strategic tone to be able to help you discover the WHY, the HOW and the WHAT about DevOps for your organisation. 30-35 minutes of presentation followed by 10-15 minutes of your question by DevOps and leadership coach Daniel Breston.
  • Teaching DevOps: a new approach Teaching DevOps: a new approach Charles Betz, Digital Management Academy Recorded: Feb 14 2017 42 mins
    DevOps is becoming the new normal for digital organizations around the world. Educators and industry trainers need updated material, to replace their previous reliance on waterfall development and process frameworks. This presentation will discuss a new approach to developing training, based not on a waterfall lifecycle but rather on a scaling model. What capabilities do we need as our organization grows? What is the minimum viable DevOps platform, and what do you add to it, why, and when? By thinking about how organizations scale, we have a powerful and accessible new approach to communicating the new DevOps body of knowledge to an industry needing updated guidance.
  • 10 Ways DevOps Is Changing Enterprise IT 10 Ways DevOps Is Changing Enterprise IT Cynthia Harvey, Freelance Technology Writer and Editor Recorded: Feb 14 2017 48 mins
    Recent surveys show that enterprises are adopting DevOps approaches in greater numbers than ever before. This shift is reverberating throughout the technology industry, influencing many other trends, including the popularity of various tools and programming languages, team member salaries, technical debt, security, costs and more. This webinar examines some of the latest research into the impact DevOps is having on enterprise IT and helps IT managers prepare for the sometimes unexpected consequences of embracing DevOps.
  • Protecting Your Data with Effective Incident Response, Monitoring & Threat Intel Protecting Your Data with Effective Incident Response, Monitoring & Threat Intel Stuart Davis, Director, Mandiant & David Grout, Systems Engineering Director, FireEye Feb 23 2017 11:30 am UTC 45 mins
    Protecting against data loss is a key focus of any organisation’s information security program. However it is not always that easy to put long term initiatives in place with consistent monitoring and response effectiveness to mitigate against advanced attacks where intellectual property may be the target.

    In this webinar Stuart and David will explain how effective incident response, long term monitoring and threat intelligence can help deal with data protection against advanced persistent threats (APTs) in this modern age of cyber warfare.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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!