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IT Service Management

  • Implementing Service Request Catalogues
    Implementing Service Request Catalogues Eddie Potts - Principle ITSM Consultant Recorded: Nov 23 2017 49 mins
    Pink Elephant have years of experience in assisting organisations with the selection, implementation, review of Service Request Catalogues.  Common themes have become apparent during such engagements, and the purpose of this webinar is to share this knowledge and practical advice for organisations seeking to implement Service Request Catalogues. 
  • The digital social world. Impacts & opportunities for businesses, jobs & society
    The digital social world. Impacts & opportunities for businesses, jobs & society Debra Bordignon, CTO Dimension Data Australia & Scott Gibson Digital Practice Dimension Data Recorded: Nov 23 2017 63 mins
    Every business is impacted by global digital disruption.
    Even the most successful and iconic 20th century businesses must transform to remain relevant and retain their leadership in the 21st.

    Tech-savvy start-ups with natively digital business models regard this point in time as the best time in the history of the world to invent something.
    The world is buzzing with technology-driven opportunities leveraging the solid platform provided over the past 30 years, birthed from the Internet, then mobility, social
    and now the massive scale of cloud computing and the Internet of Things.

    Join this webinar to learn how your business can leverage the opportunities of digital disruption.

    Debra Bordignon, CTO, Strategist and Innovation Executive, DD Australia
    Scott Gibson, Group Executive: Digital Practice, Dimension Data Group
  • Organizing and Optimizing ITSM Toolsets
    Organizing and Optimizing ITSM Toolsets Manish Kalra, Director of Product Marketing, PagerDuty Recorded: Nov 22 2017 29 mins
    Service Management (ITSM) is an approach for designing, delivering, managing and improving the way IT is used within an organization. To make that approach a reality, a core requirement is having the right strategic toolset for your unique organizational needs.

    But are the right tools to choose to help you deliver optimal services and keep your application and critical infrastructure available? How do you organize all the information these tools are feeding your organization everyday?

    Join PagerDuty as they take you through what it takes to:

    ●Consolidate multiple ITSM services into one hub
    ●Support a 2-speed IT infrastructure and multiple ITSM processes within a single organization
    ●Evaluate integrations and flexibility of potential toolsets
  • How GoDaddy Uses AIOps to Automate Incident Response
    How GoDaddy Uses AIOps to Automate Incident Response Tom Duran, Site Reliability Manager, GoDaddy Recorded: Nov 21 2017 17 mins
    Throughout rapid expansion, globalization and going public, GoDaddy was challenged to scale operational and incident response framework in new ways.

    In this detailed talk, join Tom Duran, Site Reliability Manager at GoDaddy, as he takes you through the transformation from a largely manual incident process to a fully automated lights-out incident response model.
  • Low Carbon ICT: Green Rating Investment Tool, Carbon Fee Report & Data Centers
    Low Carbon ICT: Green Rating Investment Tool, Carbon Fee Report & Data Centers Jakub Bartnicki, Adina Braha-Honciuc and Derek Webster Recorded: Nov 21 2017 60 mins
    Today the services, or tertiary sector, is driving the European economy, generating around 70 % of EU GDP and employment . It’s Energy Consumption has been growing continuously since 2008, with just trade premises and offices clocking up over 50%. Hence the importance of making this sector more energy efficient and reducing its carbon footprint.

    Energy efficiency has become a new resource itself: it’s competitive, cost effective, and widely available. But, it seems that 74% of people think that organisations are still not doing enough to cut their carbon emission and tackle climate change . Lack of knowledge and financial constraints are two of the main reasons behind this.

    Being aware of your organisation’s footprint will allow you to reduce sources of carbon from your company’s operations and start planning a carbon neutral journey. So how do you get started?
    The ICTFOOTPRINT.eu webinar will ensure you’re on the ball in low carbon footprint.

    Who are our speakers?

    Jakub Bartnicki: Energy & Built Environment Services Manager at Bureau Veritas, will introduce the Green Rating for Energy Performance Contracts, a technical and financial assessment methodology developed through the Horizon2020-funded Trust EPC South project.

    Adina Braha-Honciuc: Government Affairs Manager – EU Policy at Microsoft, will showcase the Microsoft Carbon Fee report. The company reduced energy and emissions, bought clean energy to cover what it could not reduce and invested in offset projects for the carbon Microsoft cannot reduce or replace. These efforts are funded by Microsoft internal carbon fee, which charges all Microsoft’s business groups for their carbon footprint.

    Derek Webster is the Yahoo! EMEA Head of Data Center Development, CEO at Data Center Consultancy Andget. Derek will demonstrate how formula one (F1 DC) Designs can reach the Enterprise Site with Macro Green to ROI benefits.
  • How to Eliminate Inefficiencies in Your IT Organization with DevOps
    How to Eliminate Inefficiencies in Your IT Organization with DevOps Gary Gruver, Francesco Colavita, Syed Husain, Ron Franklin Recorded: Nov 17 2017 62 mins
    This webinar is brought to you by the Vivit DevOps Special Interest Group.

    Businesses need to be more responsive to market changes and meeting customer demand for improved services and better user experiences. In order to meet such high expectations and be competitive in your market, it requires great flexibility and speed throughout the organization. DevOps enables your software development, infrastructure and operations teams to identify and eliminate inefficiencies through communication, collaboration, and automation.

    Join us for this webinar to learn:

    •How you can build a culture of DevOps
    •Accelerate time-to-market
  • Are You Innovating or Just Keeping the Lights On?
    Are You Innovating or Just Keeping the Lights On? Richard Hawes, Director of Product Marketing, ITBM, ServiceNow and Dave Ludwig, Senior Program Manager, Trinet Recorded: Nov 16 2017 51 mins
    Shift the balance from running the business to changing the business

    Many organizations spend 70-80% of their IT budgets just running their existing infrastructure, leaving only 20-30% for innovative projects. To shift this balance more towards innovation, companies are turning to ServiceNow Project and Portfolio Management (PPM) to improve alignment with business goals and increase the velocity of service improvement and delivery.

    Join us for this webinar, featuring Dave Ludwig, Senior Manager, at TriNet, and learn how IT powers business success to help them drive extraordinary HR services. Hear how TriNet was able to leverage the power of PPM from ServiceNow IT Business Management to:

    •Perform project characterization, including “keep-the-lights-on” (KTLO), non-discretionary, and innovation expenditures
    •Align service projects to corporate goals and roadmaps
    •Use resource planning to shape and determine their portfolio
  • Datavail Accelerates AWS Adoption for Sony DADC New Media Solutions
    Datavail Accelerates AWS Adoption for Sony DADC New Media Solutions Sivakumar Thangavelu, Senior SQL Server DBA, Datavail Bill Timm, Solutions Architect, AWS Blaine Baker, Manager, Application Recorded: Nov 16 2017 53 mins
    Customers seeking to move their Microsoft SQL Server databases to the Amazon Elastic Compute Cloud (Amazon EC2) environment rely on Datavail for solutions that include remote database migration, administration, support, maintenance, and management services. Among the challenges customers face when transitioning their SQL Servers to Amazon Web Services (AWS) are concerns about lack of control, understanding the risks involved, and security and compliance. Customers choose to operate SQL on EC2 because they can manage their own database support for all maintenance areas. It is also customizable, meets high performance needs for replication and discovery, and is highly available. They work with Datavail because their monitoring, measurement, and support services are always available.

    Sony DADC New Media Solutions, a large digital media company, discovered they could migrate their SQL Servers to AWS and run them using an Amazon EC2 solution allowed them to replicate their SQL Server environments in multiple AWS Availability Zones (AZ), meaning that if a node failed in one AZ, it could be replicated in another to ensure almost no downtime and improved performance.

    Join us to Learn:

    Best practices for providing highly available database solutions using EC2 on AWS

    Gain insight into scenarios which migrating SQL Servers to AWS and using EC2 is the recommended course of action

    How Sony DADC New Media Solutions reduced their Storage dependency by migrating to AWS using solutions and architecture from Datavail
  • Endpoint Security: The Final Frontier
    Endpoint Security: The Final Frontier Ed Metcalf, Senior Director Product Marketing, Cylance Recorded: Nov 16 2017 46 mins
    Whether it is a new ransomware campaign or stealthy targeted attack, your endpoints are being attacked and are often the last line of defense in your fight against the cybercriminals. In this webinar, you will understand how endpoints are the final frontier for security and how you must be resilient in using the latest prevention and protection technologies.

    Learn how the power of machine learning and artificial intelligence are changing the endpoint protection landscape. Gone are the days of daily signature updates, maxed out performance impact, and the lack of security effectiveness against both known and unknown threats. It is time explore the new world of endpoint security.
  • Learn how AI will help you Conquer the Top 5 IT Service Hurdles
    Learn how AI will help you Conquer the Top 5 IT Service Hurdles William Guinn & Forrester Research  Recorded: Nov 16 2017 62 mins
    Learn how to overcome the 5 most common frustrations and efficiency impediments. ServiceAide’s CTO William Guinn will describe how artificial intelligence and a virtual support agent integrated into our Cloud Service Management™ products will aid you to overcome them, as well as how you can lower your ticket volume, resolution time, ticket processing costs, and increase customer satisfaction and IT/support job satisfaction.
  • The Emerging ITSM Technologies Behind Intelligent Self-Service
    The Emerging ITSM Technologies Behind Intelligent Self-Service Dr. Lawrence Hall, Professor of Computer Science and Engineering, University of South Florida Recorded: Nov 16 2017 46 mins
    This webinar will take a deep dive behind some of the most prevalent emerging technology behind self-service. Items like machine learning, deep learning, natural language processing, chatbots, data mining, predictive analytics, etc. will be explored by the distinguished Dr. Lawrence Hall of the Computer Science and Engineering Department at the University of South Florida. We will also take a close look at some of these technologies as they apply to IT Service Management through real-world use cases.

    -Dr. Lawrence Hall, Professor of Computer Science and Engineering, University of South Florida
    -Jaime Spector, Product Marketing Manager, SunView Software
  • Deploying & Hosting Healthcare Information Systems in the Cloud
    Deploying & Hosting Healthcare Information Systems in the Cloud Ed Ricks, VP,Orchestrate Healthcare, Carl Kunkleman, Co-founder,ClearData, Eric Gray, Chief Solutions Architect,NETSCOUT Recorded: Nov 16 2017 82 mins
    In a continued effort to present value and clarity through compelling topics, welcome to an important discussion relevant to Cloud initiatives and Healthcare.

    HiMSS Chapter of Arizona is excited to announce the first topic of a 3-part webinar series: Deploying & Hosting Healthcare Information Systems in the Cloud. NETSCOUT is co-hosting and has provided the webinar services here on Brighttalk.

    Your webinar host: Perry Horner, CIO – Adelante Healthcare, this webinar is applicable for 1.5 CE hours.

    While there is a worldwide trend in moving mission critical Healthcare Information Systems to the Cloud, this concept is not always well received or understood by Providers nor Administration. The intent of this Webinar is to bring clarity and understanding with the means, methods, practice, outcomes, and benefits moving towards, implementing, and using a Healthcare Information System in a cloud-based/hybrid environment. Join us as we learn and interact with industry leading experts breaking down barriers and misconceptions to help you put your systems on the Cloud roadmap.

    Presenters and Topics:

    1. Ed Ricks, Vice President, Southeast – Orchestrate Healthcare, will be covering the difference between the various types of hosted offerings (SAAS vs. Remote Hosting vs. Hybrid)

    2. Carl Kunkleman, Co-founder of ClearData, will address whether Public, Hybrid or Private Cloud – HIPAA-compliance is the key to safeguarding Protected Health Information (PHI)

    3. Eric Gray, Chief Solutions Architect – NETSCOUT, will address the critical importance of service assurance and implementing measures and controls to reassure optimal patient experience when considering the Cloud
  • NVMe & Oracle Database: Making Hybrid Transaction/Analytical Processing Possible
    NVMe & Oracle Database: Making Hybrid Transaction/Analytical Processing Possible Ganesh Balabharathi, Principal Database Architect Recorded: Nov 16 2017 38 mins
    Hybrid transaction/analytical processing (HTAP) refers to capabilities to perform OLAP (online analytical processing) and OLTP (online transaction processing) at the same time on a same database system. Oracle Database has always held the edge in HTAP because its version-based concurrency model means that analytical workloads do not block transactional workloads. In this webcast, we will examine how Vexata Scalable Storage Systems utilize technologies such as NVMe Flash and Intel Optane (3D XPoint) can be used to take HTAP to the next level. This webcast will include a demonstration of HTAP running on Oracle 12c with the Vexata VX-100 Scalable Storage System.

    You will learn about:
    - Detailed explanation of Hybrid transactional/analytic environments
    - Best practices for architecting Oracle Hybrid database systems
    - How Vexata maximizes transactional and analytic workloads
  • Key Vendors for Managing $40+ Billion in SaaS Costs
    Key Vendors for Managing $40+ Billion in SaaS Costs Hyoun Park Recorded: Nov 16 2017 32 mins
    Recommended audience: CIO, CFO, Chief Procurement Officers, Finance Directors and Managers, Controllers, IT Procurement, Procurement Directors and Managers, Sales and Marketing Operations Directors and Managers

    In this webinar, Amalgam introduces a new set of solutions focused on enterprise SaaS expense management, a $40 billion+ global market that is largely unmanaged at this point.

    Amalgam estimates that less than 5% of SaaS spend is currently centrally managed. The other 95% is hiding in expense reports and one-off accounts that escape corporate control. No rules, no buik discounts, no disputes, no contract enforcement or negotiations.

    Stop the insanity! Learn which vendors to consider to manage an expense that may now represent $5,000 or more per employee in your organization.
  • Cognitive Service Management: Delivering Your Digital Transformation
    Cognitive Service Management: Delivering Your Digital Transformation Vidhya Srinivasan, Sr. Director of Marketing, Service Management Recorded: Nov 16 2017 44 mins
    In the digital era, success is predicated on delighting customers, engaging employees, innovating operations and transforming business models. Managing IT at the pace and complexity demanded is not easy.

    Hear how to leverage Cognitive Service Management to transform businesses through AI, machine learning and automation.
  • Self-Service - Is this the future of ITSM?
    Self-Service - Is this the future of ITSM? Hitesh Patel, International Senior Transformation Consultant, Trainer, Coach and Author Founder and CEO of AIL Recorded: Nov 16 2017 35 mins
    The focus will be describing how service management is moving towards Self-Service automation as a way of improving service delivery. We will mention the need for tools and strong processes, as a way of enhancing our Self-Service capability. We will walk through a client case study where Self-Service has been adopted and huge successes being witnessed across the organization, as well as talking about some of the key pitfalls to be aware of when rolling out this core feature.
  • Release Train Engineer's role in SAFe 4.5
    Release Train Engineer's role in SAFe 4.5 Darren Wilmshurst and Virpi Rowe Recorded: Nov 16 2017 52 mins
    Virpi Rowe and Darren Wilmshurst will discuss and share experiences of being a Scaled Agile Framework (SAFe) Release Train Engineer (RTE). Hear the best practices and how to avoid the pitfalls.


    Darren Wilmshurst is Director and Head of Consulting at Radtac. Darren is an early adopter of SAFe; being a certified SAFe Program Consultant since 2013 and now also a certified SPCT, SAFe Program Consultant Trainer. In addition, Darren is DSDM Atern Agile PM Practitioner, APMG Facilitation Practitioner, PRINCE2 Agile Practitioner, Certified Scrum Master and Kanban Practitioner. Darren is constantly striving to run new experiments to try and make organizations more effective, sharing his thinking with the community and helping others learn.

    Virpi Rowe is Vice President, Lean and Agile Services Practice Lead at CGI Finland. She is a certified Scrum Master, Product Owner and SAFe SPC. Virpi is currently working on finalizing her SAFe Program Consultant Trainer (SPCT) certification. Virpi has been training over 500 persons in Europe and North America on SAFe training courses, helping companies to implement SAFe since 2010 and has been working as a RTE in different organizations for the past year.
  • SIAM and your Strategy
    SIAM and your Strategy William Hooper, Oareborough Consulting, Member, The Independent Advisory Network Recorded: Nov 16 2017 45 mins
    The business is increasingly demanding of IT: do more with less; support the business units in establishing a competitive lead; deliver innovation; be agile and work faster. SIAM looks like it might be useful, but the case will have to be built on the contribution to the business. Where is the return, the risk and how to get started?
    In this session, William will take you through building a strategic approach that is relevant and compelling to the business and manages the risks.

    Speaker's Bio:

    William works in the delivery of transformational change, supporting his clients in capturing the greatest benefit from their IT and BPO services. His work combines strategy, sourcing advisory, operational delivery, financial and commercial aspects, including the resolution of disputes. He has delivered several SIAM assignments, working for both suppliers and client-side.
    William has worked with leading outsourcing providers and PA Consulting, a leading management consultancy, now running his own firm as well as delivering with others. He is a qualified accountant (ACMA), chartered engineer (CEng), an experienced project and programme manager, is skilled in service management, is a chartered IT Professional, a member of the British Computing Society and holds an MBA degree from London Business School.
  • Cyber Security Is Dead
    Cyber Security Is Dead Chris Vickery, Director of CyberRisk Research at UpGuard Recorded: Nov 15 2017 44 mins
    The data is in: cybersecurity is dead. Even as global cybersecurity spending is expected to balloon to over $100 billion by 2020, the frequency and severity of cyberattacks continue to grow, with seemingly no end in sight.

    While exploits and hacking tools become even more widely available and simple to deploy, there has been little commensurate progress in beating back attackers, who continue to find success striking at persistent, common weak points. How is this possible?

    The answer is one that must chagrin any CISO spending exorbitant amounts of money on cybersecurity programs: The entire conception upon which cybersecurity rests -- of constructing a castle, against which any marauding attackers stand little chance of breaching -- is barely of use.

    Join UpGuard’s Director of Cyber Risk Research Chris Vickery in conversation to learn:

    - Why silver bullet security solutions that are stacked around the perimeter don’t protect against breaches
    - How data exposures occur, and how they can be prevented
    - Why vendor risk should be an integral part of the cyber risk assessment
    - What steps to take to become cyber resilient
    - How UpGuard can help
  • Get Total Visibility into Microsoft IT Services through a Single Pane of Glass
    Get Total Visibility into Microsoft IT Services through a Single Pane of Glass John Worthington, Product Management Director, eG Innovations Recorded: Nov 15 2017 49 mins
    Microsoft System Center Operations Manager (SCOM) allows system and application administrators to monitor operations, services, devices and applications within an enterprise through a single console. This single pane of glass can simplify operations, but monitoring the performance of end-to-end digital business services requires more than aggregating measurement data using multiple management packs.

    From a performance management perspective, unified monitoring is most effective when there’s a single source of actionable truth; it moves us away from diagnosis-related activities and toward collaborating on how to establish self-healing properties when that diagnosis is identified. Not only is this more cost-effective, it’s a more “unifying” activity than troubleshooting.

    A single pane of glass without an understanding of end-to-end IT service dependencies may just lead to more alert fatigue-- little actionable information due to lack of effective correlation and root cause diagnosis. The results are long problem isolation and diagnosis cycles, resulting in poor user experience and increased IT operation costs.

    Join us for this webinar as John Worthington, Director of Product Marketing at eG Innovations, demonstrates how you can achieve end-to-end performance monitoring of Microsoft IT services such as SharePoint, Exchange or custom .Net applications--even if those IT services incorporate non-Microsoft components or cloud services—and unify Microsoft SCOM at the same time.
  • CSO Lessons Learned:Cybersecurity Risk on the Road to Digital Transformation
    CSO Lessons Learned:Cybersecurity Risk on the Road to Digital Transformation Aaron Sherrill Senior Analyst 451 Research, Dave Mahon CSO CenturyLink Recorded: Nov 15 2017 48 mins
    Organizations on the journey to digital transformation are encountering new challenges with managing risk. Not only are complex digital transformation initiatives making it difficult for organizations to fully grasp their entire risk profile but digital transformation is also resulting in new types of risk for the company. Organizations with strong risk aversion are in danger of preventing or stifling innovation and change. How can organizations manage risk and create a strategy that empowers digital transformation? What have organizations learned on the road to digital transformation that can help others early on in the journey?
  • Enterprise Grade Cloud Native IT Service Operations and Management
    Enterprise Grade Cloud Native IT Service Operations and Management Greenlight Group Recorded: Nov 15 2017 62 mins
    Micro Focus Product Management and Greenlight group will dive into the details of Micro Focus’ Enterprise Grade IT Service Management Automation and Operations Bridge product suites - showcasing the most recent advances that ease bringing cloud native capabilities to the mainstream IT Operations organizations.
  • Emerging Trends in ITSM: Any Time, Any Place: The Ultimate Customer Experience!
    Emerging Trends in ITSM: Any Time, Any Place: The Ultimate Customer Experience! Jeff Rumburg, Managing Partner at MetricNet Recorded: Nov 15 2017 54 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.