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.
Choosing the right IT service management tool can be tough due to the overcrowded IT market. ITSM vendors provide broad responses to RFP’s, and I & O leaders are struggling to identify the best tools that meet their specific need. These leaders know that a full funnel strategy is required, but have limited insight into the most optimized IT operations to drive business value.
Join us for this presentation to learn more about:
-Asking the right questions
-Ensuring the RFP fits the range of use cases that fit your organization
-Efficiently perform the MoSCoW Analysis
What is the difference between an Asset and a Configuration Item?
There is a lot of confusion as to what the difference is between an Asset and a Configuration Item (CI). When should a new object be an asset and when should it be a CI? In a lot of ways, they are alike, but there are some very important differences between them.
Presented by ServiceAide a provider of Cloud Service Management, a SaaS ITSM solution focused on Managed Service Providers and IT organizations.
Automation and artificial intelligence (AI) are on everyone's minds, but they don't completely understand the potential impact in 2017. What’s it really all about? With constant advances in technology leading to increasing possibilities, are organizations ready for these powerful changes? And how will it impact the way they handle IT service and support?
Based on recent research by Samanage and HDI, this enlightening webinar will take you beyond the sensationalized headlines and paint a realistic, research-based picture of the impact of automation and AI on service management—now and in the near future.
What you’ll learn:
* How confident IT professionals are that AI will play an expanding role
* How C-suite is thinking about process automation
* What benefits IT departments see in automation
* Which departments are adopting automation as a way of providing services
* What technologies organizations are investing in
* How is automation impacting jobs
David will talk about the “pressure cooker” that is IT Operations and how it relates to (Major) Incident and Problem Management. He will introduce the value of consistent, quality troubleshooting and an end-to-end IT support approach.
IT stability and the challenges of achieving it in IT Operations
The role of structured thinking and quality troubleshooting – the Kepner-Tregoe approach
An end-to-end view of Incident, Problem and Change Management
Understand how your people fuel the processes
Software Asset Management (SAM) plays a critical role in a fast growing, mission-critical use case: Enabling and Strengthening Cybersecurity. In today’s world of mounting external security attacks, we are often too focused on trying to anticipate new threats originating outside our organizations. However, we also, and maybe first, need to look within. One of the first steps in establishing a strong cybersecurity practice involves knowing what you need to protect and where those assets are. Most of the processes and methodologies used in establishing effective SAM should be applied hand-in-hand with your organization’s security protocols to ensure that all parts of your IT enterprise are continually up-to-date and secure from both internal and external threats. This session will address these points and best practices for leveraging SAM to strengthen your cybersecurity.
PoE simplifica y reduce los costes de instalación gracias a que sólo es necesario un cable para proporcionar datos y alimentación. Es de utilidad en edificios antiguos en dónde no es fácil instalar tomas de corriente eléctrica para alimentar dispositivos que pueden estar montados en el techo o en los muros. Los dispositivos que hoy frecuentemente utilizan PoE son cámaras para video vigilancia, puntos de acceso para WiFi, teléfonos VoIP, entre otros.
Participe en esta sesión y aprenda sobre las mejores prácticas para configurar y poner en operación PoE, así como las prácticas recomendadas para atacar los problemas a los que con mayor frecuencia se puede enfrentar.
La agenda para este webinar es:
• Beneficios de utilizar PoE
• Principios de funcionamiento del PoE
• Puntos de fallo
• Validación del rendimiento del PoE
• Soluciones y métodos para atacar problemas en PoE
Le PoE simplifie les installations et en réduit les coûts, car il suffit d’un seul câble pour fournir les données et l’alimentation. Cette double fonctionnalité est utile dans des bâtiments anciens où il est difficile d’installer des prises de courant pour alimenter des appareils qui peuvent être fixés sur le toit ou accrochés au mur. Les caméras de vidéosurveillance, les points d’accès WiFi et les téléphones VoIP font partie des appareils qui utilisent souvent le PoE.
Participez à ce séminaire et apprenez-en davantage sur les bonnes pratiques de configuration et de mise en œuvre d’un PoE, ainsi que sur les recommandations pour dépanner les problèmes les plus fréquents.
Le programme de ce webinaire est le suivant :
• Avantages de l’utilisation du PoE
• Principes de fonctionnement du PoE
• Points de défaillance
• Validation des performances du PoE
• Solutions et méthodes de dépannage d’un PoE
ITSM tools have been extremely popular among ITSM professionals in the past three decades. However, as ITSM evolved, ITSM tools not so much, which has slowed down the development of the industry. In this webcast Tarun Gupt will talk about why a revolutionary change is required in ITSM Tools. He will also cover the following points:
- The evolution of tools in ITSM, as well as latest solution and trends;
- Need of the hour to stay relevant;
- ITSM Tools Architecture.
This video is the fourth and final part of a presentation from Dave Broenen of Cisco Systems telling how Cisco turned the tables to get profitable results from their support organization. In this instalment Dave talks about how to maximize the adoption of your problem solving strategies and overcome the change resistance that inevitably comes with initiatives of this type.
In this third installment of a presentation from Dave Broenen of Cisco Systems telling how Cisco turned the tables to get profitable results from their support organization, we find out how to get your problem solving processes working on a much larger scale. Dave also discusses techniques for overcoming resistance to these new techniques.
10 inTech hosts Carlos Casanova, Shane Carlson and Kathleen Wilson chat with the Mark Scott CEO & Founder of CareWorx. Mark outlines how CareWorx is addressing the under-served mid-market segment through the offering of IT Service Management (ITSM) and security solutions as a cost effective, turnkey service for their clients.
Modernizing your legacy applications can be time-consuming and disruptive to the business, but for most organizations, adopting new technologies is no longer a question of “if” but “when.” As the industry shifts toward greater application mobility, modern automation tools and processes can ensure the reliability, security, and agility of your applications, while freeing your teams to focus on higher value work. Whether you're migrating to the cloud, adopting containers and DevOps practices, or just trying to improve your deployment process, configuration management and automation can help you build a bridge to the future.
Join this webinar to learn:
o How to take advantage of your technical investments (legacy) without completely overhauling the existing infrastructure.
o How to gradually move to the cloud and maintain a mix of on-prem and cloud environments, all managed with the same tool.
o How automation and configuration management tools make it faster and easier to adopt new technologies, so your team can focus on higher value work and spend less time on manual, routine tasks.
o How to leverage and streamline breakthrough technologies to adopt a true hybrid cloud infrastructure
Padmashree Koneti has been at Puppet since January 2017. Starting out as an engineer building enterprise application software, her career evolved into Engineering Management, Product Management, and most recently, Product Operations at Puppet. Over the past 20 years, she has been working at large and small companies, designing and delivering scalable enterprise, web and mobile applications. Padmashree is passionate about using agile mindset and customer-centric practices to build high performing teams that deliver great software products.
Are your end users able to easily provision the cloud resources they need to do their jobs? Would you like to reduce the costs of cloud usage, while minimizing risk?
Join us for an informative webinar where experts from AWS and ServiceNow will reveal how you can:
•Reduce costs, with an in-depth view of enterprise AWS expenses and utilization
•Ensure consistent business policies across AWS cloud resources and ensuring configurations meet corporate standards
•Provide end users with an intuitive, self-service catalog to automate the provisioning of AWS cloud resources
Even in this time of ever-changing technology, artificial intelligence and machine learning seem a long way away from trickling down to day-to-day life. But the time for automation and AI for the service desk.
Join Nathan Riley, Sales Director at Samanage, on Thursday, September 14 at 2pm EST, as he discusses the swift rise of automated processes in the service desk, and how machine learning is already infiltrating ITSM.
In this webinar you’ll learn:
• Advanced service desk best practices (workflows, categories, etc)
• Results from a survey conducted among IT professionals
• Use cases for automation and AI in real service desks
We all know that SaaS is a volume business. To be cost effective SaaS companies need agility in every aspect right from development till operations. Cloud is the obvious choice because of its agility and rich set of platform capabilities.
In this webinar we you will learn,
•Important concepts of cloud which strengthens the overall architecture of a SaaS product making it more scalable, secure and monitor-able.
•Continuous Delivery options in the cloud helping in faster releases
•ROI for a SaaS application in moving to cloud
10 in Tech hosts Carlos Casanova, Shane Carlson and Kathleen Wilson chat with Jay Srinivasan the CEO of AskSpoke, a new entrant into the ITSM and HelpDesk space. The AskSpoke aim is to deliver a service desk system incorporating AI and machine thinking that is simple for both agents and customers to navigate. Listen to the episode to learn more about what makes AskSpoke different.
Join Tony Fortunato, Senior Network Performance Specialist with The Technology Firm for an hour of networking troubleshooting, tips and tricks.
Troubleshooting performance problems in today’s networks is only getting more complex:
Last thing you need are hard-to-use tools that are complex in themselves or require extensive training before you can effectively use them.
Tony will be using the OptiView XG on a live network to show you how to do many baselines, tips and tricks that take 5 minutes or less of your time. We will covering topics such as; the value of SNMP, wireless, documentation, dependency analysis, packet capture and traffic generation. Tony will also take questions from the audience as well as review any emails or questions from the last session.
This session is informative for either the Network novice or the seasoned veteran.
The age of Giga IoT has arrived. Characterized by millions and even billions of connected devices, small data volumes, low-cost devices and stringent requirements on energy consumption, Giga IoT turns the conversation from usage and cost to value and scale.
LPWAN technology, like NB-IoT (Narrowband IoT) enables this shift, but today’s businesses need more than technology. This webinar looks at business solutions needed to transform technology into operational reality to deliver bottom-line growth.
Join Sanjay Khatri, Head of Platform Product Marketing at Cisco Jasper, to discuss giga IoT business drivers and benefits including:
- Massive scalability of connected devices
- Simplified operations via cloud-based IoT platforms
- New business models for monetizing IoT services
Allow your customers to control when and where they work with the benefit of 24/7 support. And since our self-service portal frees customers from the constraint of the support hours of a service desk — it also frees up your time!
Find out how as we cover these topics:
* New user experience
* Customizable themes
* Advanced search functionality
* And much more!
A consistent computer experience is key for you and the users you support, which is why imaging has been the deployment standard for years. But, with enhanced deployment technologies from Apple, a new era is dawning as imaging begins to fade into the sunset.
In our webinar, Why DEP is Replacing Imaging (and Why it’s a Good Thing), we’ll explain how Apple's Device Enrollment Program (DEP) and Volume Purchase Program (VPP) are making the traditional methods of preparing and deploying computers to users obsolete.
•The history of imaging and receive an overview of how it works
•Why DEP and VPP are key to an automated method of computer and app deployment
•How to successfully transition from manually imaging to Apple’s deployment programs
Nick Thompson is on the product team at Jamf, an Apple device management solution for IT professionals. Nick is passionate about technology in the enterprise and closely follows the enterprise mobility management industry. He previously worked at Apple helping companies implement Mac and iOS deployments.
Join Shep Hyken, Customer Service & Experience Expert, as he sits down with Mikhail Naumov, Co-Founder of DigitalGenius, to discuss best practices in customer service and how artificial intelligence will change the face of the industry as we know it.
Tune it to learn about:
* Core challenges in customer service today
* Next generation of tools for agent efficiency
* Chatbots vs Human+AI
* AI’s contribution to better customer experience
Host: Mikhail Naumov, Co-Founder & CSO at DigitalGenius
Mikhail is focused on bringing practical applications of deep learning and artificial intelligence to customer service operations of growing companies and well established enterprises. A frequent speaker on the topics of emerging technology, artificial intelligence & entrepreneurship. He is a leading voice in the Human+AI movement, which focuses on the seamless interaction of human & machine intelligence in business applications and everyday life. Recognized as Forbes’ 30 Under 30 for Enterprise Technology,, Mikhail is passionate about bringing emerging technologies to life, through partnerships with global brands and platforms.
Guest: Shep Hyken, Customer Service & Experience Expert, Shepard Presentations
Shep is the chief amazement officer of Shepard Presentations, a The New York Times and The Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Recognized as one of the leading experts in customer service and experience, Shep works with companies who want to build loyal relations with their customers and employees. He has been published in hundreds of publications and is the author of numerous books including The Amazement Revolution and Amaze Every Customer Every Time.
Automation can seriously improve your customer experience, but can you imagine replacing infrastructure BEFORE it breaks? The world of automation is not exclusive to DevOps, however, as we start to automate ITIL, DevOps may get the applause.
Join this webcast to discover how automation will impact ITIL and companies of the future.
Damage, counterfeit, theft, delays: these are some of the most pressing challenges that pharma supply chain executives are facing. Consequences are not limited to disruptions and to higher costs for manually managing exceptions, identify irregularities, and tracing products: there's also direct impact on patient safety, and customer satisfaction putting company reputation at risk.
In this webinar IDC analysts will share its research findings and provide guidance to pharmaceutical executives that want to start harnessing the real value of third generation digital platform, and implement a consistent, efficient and future-ready approach to supply chain management.
About the Speakers:
Silvia Piai is Senior Research Manager within IDC Health Insights for Europe Middle East and Africa. She is responsible for analyzing key trends related to IT strategies and spending in European healthcare organizations, and global Public Health institutions. She advises healthcare organizations and ICT vendors on planning and implementing effective digital health transformation initiatives to drive business innovation. Silvia’s analysis offers in-depth coverage of the technologies that provide the most clinical value in terms of quality, cost, time, and agility and are transforming pre-care, point of care (POC), and post-care today.
Stefanie Naujoks is Senior Research Manager within IDC Manufacturing Insights, where she leads a new global program on Manufacturing Business Ecosystems Strategies. Her research includes managing supply networks, selling into new business ecosystems and manufacturing B2B Commerce, enabling better ecosystem collaboration through industry collaborative clouds, as well as automation and transparency within business ecosystems. Stefanie has published numerous market studies in the fields of digital transformation, IoT, Industry 4.0, Product Lifecycle Management (PLM), Manufacturing Execution Systems (MES) and Supply Chain Management (SCM).
Join 451 Research and CenturyLink on the 20th September at 3:00pm UK time, 4:00pm CET, to discuss how enterprises are choosing and deploying digital transformation initiatives for business gain. This webinar will focus on the strategies and actions impacting the European market.
Organisations of all sizes and in every sector are busy redefining their IT priorities for a digital future, identifying the goals of enhanced customer experience, operational efficiency, business agility and improved risk management as four key pillars for their digital transformation strategies.
Digital transformation can play out differently depending on a company’s maturity, the vertical sector in which it operates, its employees, its infrastructure, and its ability to innovate. Knowing where to start, and how to maintain momentum is critical.
Join 451 Research and CenturyLink to learn how European enterprises are making assured first steps, and discover the following:
- Understand how companies with more progressive digital transformation strategies are prioritising their efforts for competitive differentiation, changing the nature of their business with innovative technologies, and making service provider choices to accelerate results.
- Gain insights and recommendations from a major survey of the IT priorities of enterprises in Europe.
- Identify the key shifts in business context that will continue to shape digitisation efforts, and how these need to be reflected in a digital transformation roadmap for IT organisations.
Connected Conservation is a joint initiative by Dimension Data and Cisco to create a safe haven for rhinos to roam free. Using the Internet of Things and some of the world’s most sophisticated technology in a reserve adjacent to the Kruger National Park in South Africa, the solution tracks the movement of people, leaving the animals unharmed.
The goal of Connected Conservation is to not only protect threatened rhino by creating a place of safety for these animals to thrive in, but also to deliver a repeatable technology design and solution for securing vast territory and protecting other endangered species.
Join us for this Webinar where we’ll be discussing the Connected Conservation solution, how it developed and its successes and how the solution can be used in the world of the Internet of Things.
Doc Watson, Group Executive: Cisco Alliance
Dave Varty, World Renowned Conservationist
Anton Jooste, Principal Director: Internet of Things
Adopting ITIL in many organization does not always work out as planned. There are organizations that try ITIL and say "ITIL is not for them". I say ITIL is for every organization. No organization has to adopt ITIL in it's entirety. Adoption does not mean apply ITIL concepts or technology and keep doing what you have been doing. Change needs to happen and one of the key elements of change is automation applied to the process areas. In this session, Anthony will explain common challenges and how to automate ITIL for service performance enhancement.
Getting started on an IoT project? Are you going to build a business or a liability for yourself? Canonical commissioned a research of 361 IoT professionals to find out how their projects are progressing. The findings were compiled in a report titled Defining IoT Business Models, which explored the practices of organisations currently implementing IoT projects. You can read it for yourself at http://ubunt.eu/vkTPIW
In this webinar, Canonical's EVP of Devices & IoT and 451 Research's IoT Analyst will discuss our findings as well as the challenges and opportunities businesses will face with the internet of things!
Join our webinar to find out...
>How businesses can monetise the internet of things in the long term
>What skills they need and where to find them
>How to address fundamental security considerations.
The stakes of managing complex infrastructure continue to increase alongside the ever-increasing costs of outages. And while many IT Operations teams are investing in monitoring and ITSM tools to detect issues, they are often forced to react to high volumes of event data without context and without any consistent, well-defined processes. This leads to costly operational inefficiencies, employee burnout, and extended customer downtime. In this webinar, you'll learn how to:
•Optimize your ITSM toolsets by integrating people, data, and processes
•Maximize cross-functional transparency and consistency
•Prioritize incidents with well-defined rules
•Automated troubleshooting and remediation
•Improve problem management with postmortems and continuous learning across your team
Service Asset and Configuration Management (SACM) has been in the core of IT Service Management since the very beginning. As the world changes and different isms come and go, SACM not just remains important but it becomes ever more important. In this presentation we will cover fresh perspectives e.g.:
- How SACM is key capability when doing Service Integration and Management;
- How Agile method ideas and SACM fit together;
- How evolvement of technology has affected the perspective what needs to be managed with SACM;
- How SACM is one of the best friends of Privacy and the coming GDPR legislation;
- What are the current challenges in developing SACM and getting the benefits.
SACM is even more relevant today as it was before. As the world changes also SACM needs to develop. Welcome to hear fresh thoughts about hoe to manage the core information that your IT Service Management runs on.
Lari Peltoniemi has worked within IT Service Management for 15 years and 12 years of that with Service Asset and Configuration Management. He has helped both IT Service consumer and IT Service Provider companies and organizations to successfully utilize SACM to enable it ITSM, IT and Business goals of organization. Lari has worked with many of the major tools and his expertise covers industries widely from MSP IT service providers, Telecom, Banking and Finance, Energy, Education and Public Sector. Lari works as consultant and trainer on ITIL, CMDB and ITSM area in general.
Lean has much to offer the strategic thinkers of the IT Department. In this webinar Peter Hubbard will be showing how Lean IT principles can help senior IT Management in 3 core areas.
• The focus on Customer Value – in thinking and acting – results in improved customer satisfaction
• Better products due to continual improvement of processes
• Higher involvement and motivation of employees
• Earlier delivery of products & services – reduction of duration of processes
▪ Reduction of waste: Results in financial gain
▪ Time for new activities: From optimisation of value-add work
The commercial success of the IT service provider is based on its ability to provide customers with affordable, high quality IT services that provide good value for money.
The paradox is that the provision of affordable, high quality IT services may not be perceived as providing value and value for money by the customer if their service expectations have not been satisfied and their perceptions of the IT service provider have not been positively influenced.
Where customers don’t recognise the value provided then you become a cost which is a precarious position to be in.
The IT service management strategy needs to recognise that it needs a strategic approach that positively responds to the needs and expectations of their customers and provide the platform to ensure customers ‘see and feel’ the value and value for money provided.
In this session we consider the best strategic approach to achieve this.
This session will provide learning and guidance on:-
•The concepts of value in all its forms
•Customer expectations of the IT service provider (over and above meeting service commitments)
•Understanding the strategic approaches of Inside Out vs Outside In
•The benefits of taking a balanced approach to In shaping your ITSM strategy
•Defining an ‘Outside In’ strategy framework
•Practical guidance on how to implement an ‘Outside In’ approach within ITSM
In this webinar, Akshay will discuss how ITIL Practitioners can help frame the value of ITSM to developers, and what processes & capabilities to look at adjusting first to enable faster software development & deployment.
Akshay Anand is a Product Development Manager at AXELOS®, working on the development of new guidance and research within the IT Service Management (ITSM) portfolio. He previously advised Fortune 100 clients on how to improve their ITSM capabilities, implemented toolsets such as Remedy and ServiceNow, and headed up global ITSM activities at Macmillan Publishing. He has spoken at numerous conferences, including Knowledge and DevOps Enterprise Summit, presenting case studies and thought leadership on ITIL, ITSM and Information Lifecycle Management (ILM).
More recently, Akshay has focused on bringing together Agile development teams and ITSM professionals to address challenges posed by emerging technologies and market shifts, for example the consumerisation of IT, and the rise of mobile and cloud computing.
He has worked in many countries around the world, including India, USA, and UK. He infrequently tweets as @bloreboy, about ITIL, DevOps, food, and heavy metal.
Blockchain technology burst onto the scene in 2009 and has emerged as one of the digital era’s most promising innovations. From frictionless money transfers and lower transaction costs to seamless real-time payments, blockchain is completely reinventing the global transaction settlement process.
In this webinar, Financial Services experts from everis UK and Dimension Data discuss how blockchain is transforming the way value is exchanged between people, businesses and devices, and outline emerging technologies allowing financial services companies to take advantage of distributed ledgers. They also look to the future of DLTs, sharing predictions on how these will become the standard technology behind transaction settlement for banks, financial markets, and asset exchange networks in the coming decade.
•Steve van den Heever, Group Sales Director, Financial Services, Dimension Data
•Isaac Arruebarrena, Blockchain Programme Manager, everis UK
•Josep Alvarez Perez, Partner, Head of UK Banking Practice and EMEA Blockchain Strategy, everis UK
The Center for Internet Security (CIS), a well-known independent organization, provides a recommended checklist for best securing macOS. Widely considered the standard in the security industry, organizations that adhere to the CIS checklist reduce the risk of vulnerabilities and maximize the protection of their computers and infrastructure. So how do organizations ensure they are implementing the guidelines correctly?
In our webinar, CIS Checklist: How to Secure macOS like a Pro, we’ll explain how organizations can leverage and put to use the CIS checklist recommendations — in conjunction with Jamf Pro — to meet industry regulations and keep their Mac environment secure.
•An overview of the CIS checklist and why it’s important
•Ways to accomplish specific tasks outlined in the security checklist
•The impact on users when Macs are properly secured
•Other security standards in the industry and how to meet them
About the Presenter:
Nick Thompson is on the product team at Jamf, an Apple device management solution for IT professionals. Nick is passionate about technology in the enterprise and closely follows the enterprise mobility management industry. He previously worked at Apple helping companies implement Mac and iOS deployments.
ITIL is still relevant and more important than ever to manage
the business pressures to operate lean and be more agile. ITIL
is the core foundation to ITSM disciplines to manage the
“chaos” effectively. In this webinar, learn the inner workings
of The Authentic Service Lifecycle in relation to DevOps
concept, and what the term Value Visibility means and why its
so important to know for ITSM success.
We will also go over the three fundamental building blocks of
transformation to achieve the right collaborative model for
Before a pilot is given the keys to fly a passenger jet they spend many hours in a simulator preparing to avoid dire consequences. Troubleshooters in all walks of life prepare for real-life calamities by studying theory and working through case studies none of which replicate the pressure cooker they find themselves in when things have gone pear shaped.
Kepner-Tregoe will be demonstrating a method that has answered our clients needs to hone troubleshooting skills in a safe to fail environment. One that simulates the pressure cooker of a real-live challenge complete with consequences and rewards for actions taken.
•Prevent trial-and-error by narrowing down possible causes BEFORE taking action
•Use only the critical pieces of the troubleshooting process appropriate to the situation
•Learn to solve problems under pressure and restore operations safely and quickly
•Cloud-based simulation that allows troubleshooting practice in a safe-to-fail environment
The Internet of Things (IoT) is empowering businesses with unprecedented ways to serve customers, rapidly solve problems, and optimize operations. Using IoT, savvy companies are transforming their products to enable the delivery of connected services that deliver new customer experiences and unlock new sources of revenue.
From enabling leaders in agribusiness to increase crop yields, to amplifying connected car innovation, Cisco Jasper Control Center cloud platform powers more than 5,000 companies in dozens of industries. Leveraging learnings from a decade of IoT experience, we’ll look at how real-world businesses are using IoT innovation to capture their share of this multi-billion-dollar opportunity.
- How IoT helps you drive successful business outcomes
- Best practices for accelerating your IoT service business
- Lessons from leaders that can help you work smarter and scale faster
Many organizations are using the ITIL framework in their day to day operations. Often, the processes are implemented but they rarely offer the value that was expected. The COBIT 5 framework has evolved from a practice used by auditors to a framework that is focused on governance and management of IT with many uses across the enterprise. In this presentation, we’ll look at how key areas of the COBIT framework can enable the continuous improvement of the ITSM processes that really matter to IT and the business. We’ll also look at real world examples of how the framework is applied to create a repeatable approach for understanding process capability and enabling continual improvement of ITSM processes.
Banks, credit unions and insurance companies may have differing business models, but they all have a common goal: better conversion and retention rates.
Fortunately, better customer onboarding usually translates to better conversion and retention. For this reason, organizations continue to invest in digital technologies to streamline operations and eliminate time-consuming online interactions in areas such as new account opening, loan origination and policy applications.
Those first information-intensive interactions, of course, are the most critical: you usually only get once chance to win a new customer’s business. But winning is only part of the equation. What if you could win—and wow—customers from those first moments and keep them engaged throughout the onboarding process?
Mark your calendars for this upcoming webinar, where industry experts will share six best practices to help your organization win and wow customers:
• Easy—Enable instant image and data capture via web and mobile technology
• Accurate—Extract data from pictures of physical documents without error-prone manual entry
• Automated—Invest in workflow tools to automate and track completion of process steps
• Visible—Empower staff and customers with process transparency and timely communication
• Consistent—Ensure data is complete and integrated across internal systems
• Efficient—Meet expectations for speed, while effectively managing regulatory risks
Speakers will include:
•Sheryl Kingstone, Director, 451 Research
•Sarah Johnson, Industry Solutions Architect, Kofax
•Jim Marous, Owner and Publisher, Digital Banking Report
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.
ITSM has long been recognised as a critical element in the delivery and management of IT services. With the advent of new approaches such as Agile and cloud, driven by the need for Digital Transformation, this webinar will explore the importance and relevance of ITSM in today’s IT departments. We will consider if and how ITSM practices need to evolve to meet the needs of IT and the business units it serves.
Moderator: Steve Morgan
- Rajiv Dua, Service Management Consultant, Bravemouth Consulting
- Vernon Lloyd, Director, Somerset CC Ltd
- Hitesh Patel, Senior ITIL Implementation Consultant, Trainer, Coach and Author
- Ivor Macfarlane, ITSM Training & Consultancy at MacfPartners
In the rapidly evolving world, the ability for organizations to develop greater agility depends on the ability of their PMO to evolve and grow the role they play.
What should a Modern PMO be?
Join Andy Jordan, internationally recognized PMO and PPM expert together with CA Technologies, Jim Tisch to explore the evolution of PMOs to ensure they are ‘future proofed’ to deliver the evolving needs of organizations. Among other topics Andy will explore:
•The move from business focused to business driving
•A shift in emphasis from value to cost of value
•The evolution from strategic to differentiating
•The steps necessary to make the change
Delivered in Andy’s signature high energy style this webinar promises to not only challenge the way you think about project execution and the role the PMO plays, but also to think about the implications on other areas of your organization. Andy will provide a roadmap to help you start that journey of evolution and ensure your PMO is ready for the brave new project delivery world ahead.
The increased pace of project delivery that is a cornerstone of business agility has received a lot of attention, but the focus has always been on planning and execution. What about control, specifically financial control? In this eye opening webinar leading portfolio and project management authority Andy Jordan explains how investment planning and forecasting, active financial management and aggressive variance management are prerequisites for successfully delivering modern business management.
Join Andy and learn:
· How to build financial management into planning and projects from the ground up
· How to monitor and control actual and forecast spends without significant manual intervention
· The areas where financial control often fails, and how to prevent that
Plus much more. As always Andy will provide attendees with some key takeaways they can apply in their organizations today to improve the quality of financial management. Don’t miss this opportunity to enhance your organization’s ability to deliver consistently improved performance in this critical aspect of project management.
CloudCheckr is assembling a broad range of industry thought leaders as part of their Cloud Leaders initiative. Mark your calendars for October 12th and save the date. Sign up to attend one or more of the distinct talk tracks on cloud technology, the cloud industry, and more.
During this webinar, attendees will get a sneak peak at the agenda and speakers for this exclusive online event.
A converged APM/IPM solution can facilitate true root-cause analysis from an end-to-end IT service management (ITSM) perspective, inclusive of both supporting and customer-facing IT services, as well as across multiple service lifecycle stages. In addition, by having all service team members share an easy-to-use interface that is tailored to each of their requirements minimizes learning curves, enhances operational efficiency and ensures user satisfaction by providing a production-grade monitor to IT staff that are working in staging environments.
Attend this webinar to discover how a converged APM/IPM solution can be leveraged effectively in pre-production to eliminate bottlenecks in testing, delays, re-work or increased deployment risk.