IT Service Management

Community information
Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.
  • When adding new 10G infrastructure to your network it is best practice to validate performance before making it operational. Yet this step is frequently skipped - increasing the likelihood of future problems such as:
    •More time spent troubleshooting
    •Sub-optimal application delivery

    In this webinar learn how the new OneTouch AT 10G Network Assistant facilitates 10G infrastructure acceptance testing with automated, 1-button standardised testing and reporting.
  • Charl Joubert from University of Pretoria in South Africa explains why HP Service Manager with Smart Analytics leverages Big Data to be a game changer for problem management at the service desk and how amazing gains have been measured on daily tasks.
  • SaaS, VoIP, Private/Virtualized, Public, Hybrid. There are many ‘shapes” of cloud and with each comes increasing reliance on a stable, high-performing network.

    Join Rick Blaidsell and NETSCOUT- Fluke Networks Enterprise Solutions, as we discuss the challenges of cloud networks and the solutions organizations around the world are sharing with us. You will learn:

    •Why initial intelligence gathering about your network is critical
    •How to use on-going monitoring to identify problem domains
    •What is needed to keep everything “clean” for hosted VoIP
    •When to stay with a physical environment
  • Capacity planning just may be the most crucial element that businesses are consistently struggling with. It is easy to see why, the impacts of SMAC (social, mobile, analytics, and cloud) has kept executive decision makers and IT managers on their toes. But this environment is not going to become any easier, and now is the time to make plans for the growing needs of data storage and reliable connectivity. In this live webinar we will discuss:
    •Five tips to business on the right track
    •The challenges that result from the common approaches utilized today in capacity planning
    •A better way to optimizing the bandwidth you may already have
  • "DevOps" is a term that has become mainstream enough to be hated, misunderstood, misused, and abused. But what is "DevOps"? And, more importantly, why should I care?

    DevOps isn't a tool or a product. It's an approach to operations. By uniting development and operations teams to automate and standardize processes for infrastructure deployment, you get faster innovation, accelerated time to market, improved deployment quality, better operational efficiency, and more time to focus on your core business goals.

    This presentation will explore the principles and forms of DevOps. I know DevOps when I see it and, soon, you will, too.
  • Sponsored by Workfront

    Marketing teams get creativity. Creativity is their life’s blood. The concern is that by setting up rules and processes, we might kill that creative spark that drives the art created by the marketing directive. Agile methodology is applying the art of science in order to uncomplicate and reduce unnecessary admin time -- the very thing that keeps us from spending more time making beautiful campaigns and generating innovative copy.

    We’re going to talk to real life marketing teams who are using Agile methodologies to run their right-brained collaboration space – and are seeing tremendous results. We’ll talk war stories, great use cases, and ways to break down the siloes that are keeping your brilliant minds from making that next inspired leap.

    Join us for a free web event sponsored by Workfront to uncover the real-life ways that creative directors are harnessing the power of agile marketing methodologies to rapidly make fantastic leaps and discoveries that fuel careers.

    In this webinar, you’ll:

    * Hear first-hand experiences from current creative teams using tried and true methods to build faster and respond to industry trends quickly
    * Learn ways to increase the number of great ideas and proof of concepts
    * Use data to analyze and capitalize on changes in projects, marketing and industry trends… before your competitors know what hit ‘em.
    * Capture the lightning in a bottle that ensures amazing customer experiences.

    Register today!

    Sponsored by Workfront

    Jim Ewel, Principal, Agile Marketing
    Stewart Rogers, director of marketing technology, VentureBeat
    David Lesue, creative director, Workfront
    Samir Patel, CEO, Growth Machines
  • Migration to 802.11ac is about using optimal design techniques and network validation that achieve maximum performance and ROI. Join Devin in this live webinar to get best practices for the migration of your enterprise Wi-Fi network as he focuses on the following:

    •Details about channels widths that you didn’t know that you needed to know

    •The entire process of design, deployment, validation and remediation – in context

    •A detailed understanding of co-channel interference (CCI) and its effects on enterprise Wi-Fi networks

    Devin Akin is the founder of Divergent Dynamics, a Wi-Fi Systems Integrator, Value-Added Reseller (VAR), and Training organization. Akin has over 20 years in IT, with 15 years in WLAN specifically, and was recently named to the TWW Top 100 Wireless Technology Experts list for 2014.
  • Learn how data encryption and encryption key management address compliance for healthcare providers and payers. Join Derek Tumulak, VP Product Management at Vormetric, and Tricia Pattee, HOSTING Product Manager as they discuss how HIPAA/HITECH regulations impact electronic protected health information (PHI) and best practices to safeguard sensitive patient data.

    Discover how:
    • HIPAA and HITECH regulatory mandates impact data security for healthcare institutions
    • Strong encryption and policy-based access controls provide a separation of duties between data security and system administrators
    • Secure key management and policy management ensure consistency in applying policies and encryption keys to both structured and unstructured data
    • Rapid implementation is achieved because encryption is transparent to users, applications, databases and storage systems
    • The HOSTING and Vormetric cloud solution can satisfy HIPAA and HITECH compliance requirements in the cloud
  • Virtual desktops are being widely adopted as a cost-effective way of providing users access to enterprise applications. Performance of these desktops and the scalability of virtual desktop deployments are a key to the success of these IT initiatives.

    In this webinar, Jeff Stokes, Senior Content Developer, Microsoft and Bala Vaidhinathan, CTO, eG Innovations will focus on Windows virtual desktops and VDI image creation best practices that you can adopt to get the most of your virtual desktop infrastructure investments. Some topics will include:

    - Best practices for building images in persistent and non-persistent virtual desktop deployments
    - Tools for building optimized virtual desktop images
    - Optimization techniques for Windows 7, 8 and 10 workloads
    - Performance impact of changes and how to measure them at the desktop level
  • Many organizations have struggled with BYOD programs due to MDM/MAM deployment challenges, user privacy concerns, and low adoption. This is causing some to question BYOD altogether. Fortunately, data shows that there is huge demand for BYOD, but such programs must meet employee needs in addition to IT needs.

    In this webinar, you'll learn where existing BYOD programs have fallen short, and how the next-generation of mobile security products will ensure secure, broad adoption of BYOD.

    Receive (ISC)² CPE credits for attending this webinar.
  • Continual Improvement is the underpinning foundation of lean and, believe it or not, ITSM. Why is this concept so rarely used or achieved? Why do people feel it is book 5 of the cycle and what is inside as to difficult to understand and introduce?

    In his final session of his 6 part Lean ITSM series, Daniel Breston illustrates some simple concepts to ensure that you improve daily, not based on reports but based on the attitude, behaviour, climate and culture of your business, IT and suppliers.
  • How do we effectively tackle the current, and mitigate the future, challenges of ITSM? How do organisations understand the customer needs and provide the right solutions? To what role, and how prominently, should we deploy our CSI capabilities? This session will help uncover how CSI can become the key to understanding the desired state of Service Delivery, how we are going to get there , and how we can measure progress in order to improve.
  • Continual Service Improvement (CSI) provides the mechanism to enable IT to exploit the insight, knowledge and skills of its people to deliver the improvements that can make a difference and truly enhance customer satisfaction.

    In this session we will look at how you can unlock the potential of your
    teams and individuals to make CSI an integral part of the day job and
    develop an approach where improvements however small can be viewed as a ‘marginal gain’ that in aggregate, i.e. lots of small improvements can make a big difference. The session provides the results from a case study to show how this approach can be successfully applied.


    Speaker BIO

    A Chartered IT Professional and industry acknowledged leader in the field of IT Service Management. Has a proven track record of delivering IT and organisational performance improvement through the adoption and deployment of IT and Quality Management best practice frameworks. An ITIL accredited author who has achieved UK and International recognition for his ‘thought leadership’ and is a regular contributor and speaker at Industry bodies and forums on IT best practice.
  • Hear it from the experts: a realistic depiction of the DDoS attack landscape today. In this session Arbor’s Darren Anstee, Chief Security Technologist, will review current ATLAS statistics showing the frequency of attacks, the volume of attack traffic clogging the pipes of the world's largest enterprises and service providers networks and theorize as to why the upward trend in DDoS attacks is happening – and more importantly what you can do to protect your organizations from these attacks.
  • It’s increasingly clear that improving the customer experience and reducing customer effort are critical in today’s competitive environment. It’s also clear that businesses and solution providers are embracing omnichannel customer care with the goal of seamless customer engagement. Is omnichannel realistic?

    Why you should attend:
    • Learn where companies are in providing omnichannel customer care
    • Identify the drivers and restraints in omnichannel delivery
    • Hear a key global systems integrator and solutions provider talk about the challenges and successes of omnichannel delivery
  • There’s little doubt that DDoS attacks continue to rise in size, frequency and complexity. It’s also true that DDoS attacks impact organizations of all types – from service providers to cloud/hosting providers to enterprises in all verticals and regions of the world. In this session, Arbor’s Carlos Morales, VP of Sales Engineering, along with a panel of Arbor Service Provider and Enterprise customers, will discuss their experiences with DDoS attacks and best practices for DDoS attack defense.
    The panel will discuss:
    -Their DDoS attacks trends and top challenges.
    -Their recommended best practices in DDoS defense.
    -The importance of threat intelligence.
    -The future of DDoS and role of Arbor products and services.

    Steve Bendall
    Head of Network Security DDoS
    BT Security

    Roman Lara
    Network Engineer II

    Alexander Miranda
    Director of Security

    J. Marc Hopkins
    Network Services Manager
    SouthWest Ohio Computer Association
  • Is CSI a specialized function, following a process from a book? In this session we will discuss various models for CSI and how they can be implemented within an organization. This session will show that CSI is not just something for mature ITSM organizations, but something we all can participate in, because of, or in spite of, our leadership.
  • Struggling with a way to support a fast and agile DevOps process? Tired of being engaged at the end of the process to “put the app in production”? What if you could define a standard development blueprint, track the changes through out the process and automate the provisioning?

    With Gravitant this is a reality.

    Join us as we walk through how Gravitant unifies the order, execution and management of a multi-sourced solution across legacy and cloud resources, by delegating and tracking execution, centrally.
  • Is Continual Service Improvement (CSI) an afterthought at your organization? Has CSI implementation taken a “back seat” to other ITSM processes? What happens to all of the good ideas that the ITSM team comes up with as processes are designed and tools are implemented? What about improvements suggested from business partners? In this session, Doug Tedder discusses how the CSI Register can be just the means to a beginning of a culture and approach to Continual Improvement.
  • Let’s face it, in today’s world of instant access to information people are conditioned to look for answers on their own, and today’s employees are no different. The modern employee would rather turn to Google when they have a question or turn to their social networks for support long before they go to IT for help.

    The dilemma is that the organization has spent time and money creating a self-service solution to have employees help themselves, but has found that no one is using it and to make matters worse, word around the office is it’s not worth the time and effort to go to IT.

    The reality is business users view IT as an obstacle rather than an enabler. The solution is to provide business users a simple way to connect with IT and remain engaged and satisfied across the entire service delivery and restoration process. Key to driving better adoption is to provide more consistency across any channel of engagement, information and involvement, in each step of the process and in a language they understand.

    Join us for this session to learn how the right ITSM solution can keep customers running at their best and makes IT simple!
  • The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.

    In this session Jeff Rumburg, Managing Partner at MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.

    Attendees of this webcast will learn:

    •Three Sources of Leverage in a Strategic Support Organization

    •Two Metrics to Measure Your Progress Towards Strategic Significance

    •Key Success Factors for Achieving Strategic Enlightenment

    •Benchmarking Results from Strategic Support Organizations
  • The 2015 Alert Logic Cloud Security Report (CSR) has been released! This year’s CSR provides new insights that can prove valuable to organizations who are in the process of building out their security framework. Join Johan Hybinette, HOSTING CISO, and Stephen Coty, Chief Security Evangelist at Alert Logic, for a discussion on the latest industry research findings, trends and best practices on protecting your organization’s IT infrastructure. We’ll discuss these three trends and their impact on the industry:

    •Cloud adoption remains strong as cloud attacks grow.
    •Industries and customers drive threat profile.
    •Examining the kill chain construct drives understanding
  • In the past months, a cascade of significant data breaches have occurred resulting in the loss of millions of customer records, intellectual property and financial data.  These losses are usually the result of a targeted attack (sometimes known as an APT) and over the past few years many vendors have addressed this problem through Breach Detection Systems.  Not all solutions to these advanced threats are equal however, but benchmarking their effectiveness can be difficult.  NSS Labs recently put top breach detection systems through a grueling series of real-world tests and evaluated their ability to detect targeted attacks and deliver an effective return on investment.  This webinar will discuss the various approaches vendors take to addressing targeted attacks, and how they performed in the 2015 Breach Detection System tests.
  • What can IT leaders and teams learn about CSI from an 18 year old in a shed?

    Last summer, my 18 year-old son James taught himself to use a wood
    turning lathe and made a goblet with an ‘impossible ring’. This is not a proud mum story, (though of course I am!) but an exploration of how social learning – the behaviour - is the heart and driver of Continual Service Improvement.

    Join me on Thursday 15th October at 11 am, UK time, to find out