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.
  • This live demo will show you how you can seamlessly blend business communications into your cloud work environment, creating an enterprise-grade communications hub with an easy-to-use interface that is very simple for end-users to deploy and IT to manage.

    Make it easy for employees to initiate PSTN calls and SMS, view screen pops with relevant information, automatically log the calls, and more -- without ever leaving their favorite apps. You’ll also see how easy it is to add new users and make changes as your business evolves with RingCentral’s cloud based communications system.

    Our expert presenter will walk you through how it works and answer your questions. You’ll see:

    •How to place calls with one click from within your business apps
    •Views of customer profile and communications history
    •Automated ticket creation from calls
    •And more!
  • Number porting is a meticulous process. You want to do the right thing at the right time, or you could throw off your transition schedule. We’ll take you through the timeline and point out the pitfalls so that you can transition to your new cloud phone system without a hitch.
  • Für die intelligente IT von morgen – Highlights und Features von FNT Command 10

    Die tiefgreifenden Entwicklungen der Trends wie „Big Data“, „Cloud“ und „Internet of Things“ ebnen bereits heute den Weg für die IT der Zukunft. Aufgrund der steigenden Komplexität der zu verwaltenden Infrastrukturen besteht für Verantwortliche in IT, Telekommunikation und Rechenzentren die größte Herausforderung darin, die benötigten Informationen zum richtigen Zeitpunkt abrufen zu können.

    Aus diesem Grund wurden die neuen Funktionalitäten von FNT Command 10 mit dem Fokus entwickelt, jeden Anwender in seinem individuellen Aufgabenbereich optimal zu unterstützen. Claudia Lehmann, Product Marketing Manager, stellt Ihnen die neuen Highlights vor, mit denen Sie einen völlig neuen Einblick in Ihre Daten erhalten können.
  • Over 90% of targeted attacks start with email. Criminals create very convincing emails to trick your users into clicking on a link, opening an attachment, or replying with their credentials. The attack methods criminals employ with phishing emails are constantly changing and so must your email security to block these attacks before damage occurs. Learn about the newest trends in phishing email attacks and how to protect your organization.
  • Employee self-service is often viewed by IT as a 'knight in shining armor' since it can provide quicker employee access to both help and new services, while taking some of the pressure off overworked corporate IT service desks. However, for many organizations, their initial attempts to introduce self-service have been more white elephant than white knight – with low employee adoption and utilization rates – often due to an overemphasis on the technology.

    Thankfully now, after many hard lessons have been learned, some organizations are finally getting self-service right. In this webinar, we’ll share how they’ve succeeded, by:

    * Exploring the variety of challenges and potential pitfalls with self-service – including technology, management, and end-user perspectives
    * Offering practical advice and good practice on how to design, launch, manage, and encourage the use of an employee self-service facility for IT (or any other corporate service provider)
    * Providing sensible actions that will help you to either get started with, or to improve upon, self-service within your organization
  • The economic significance of application management is often underrated. Did you know that about 40% of IT budgets is spent on keeping applications up and running, up to date and under control? But are you getting enough value out of your investments?

    This webinar explores application support, maintenance/renewal and strategy.
    Takeaways:
    - overview of the whole Application Management domain and its relationships with the business and other IT disciplines and external service providers
    - better understanding of the costs and benefits of Application Management and how to influence them
    - frameworks, standards and trends and how to benefits from them
  • Do any of these comments sound familiar?

    - “Only the new people find value in our knowledge base.”
    - “Once our teams learn how to resolve something, they don’t need to use the knowledge base.”
    - “It takes longer to find it in the knowledge base than it does to figure it out.”
    - “Our knowledge base is out dated and cumbersome to use.”
    - "I’ll ask (insert name here), he / she will know the answer.”
    If so, you may be stuck in the knowledge-engineering rut. The Knowledge-centered-support methodology is a proven best practice that overcomes these challenges. Attend this session to learn about the KCS methodology and how you can use it to:

    -reduce the time to resolution
    -standardize answers to your customers
    -lower support costs
    -increase customer satisfaction
    -increase employee job satisfaction

    KCS becomes the way you resolve incidents, answer questions, share your knowledge with peer staff, and in short get people back to work. Because it is part of the Incident process, it is always current and accurate and enables your teams to continually support an expanding breadth of services.

    Additionally, you will hear about the journey of the University of Phoenix, and parent company Apollo Education Group, in moving out of old-school knowledge engineering, “ivory tower” knowledge approaches, and into the realm of real-time knowledge management – using KCS to empower front-line staff content administration, and manage knowledge by positive peer-to-peer relationships. We will discuss the use of the Knowledge-Centered Support (KCS) methodology in a highly-regulated business environment, to capture, structure, and reuse knowledge as new incidents occur and the business environment changes. Our chat will discuss the methods utilized, uncover the “ditches” to avoid, and present the metrics used to measure and prove success.
  • With all the advantages public and private clouds provide today, do you have the comprehensive cloud analytics that goes with it?
    • Are you able to coordinate the overall performance of your cloud today, to truly gauge service health and operational efficiencies?
    • Have you been able to compare costs of different providers with ease, to rapidly determine trends in quality and reliability?

    If these topics are important to you, then join us for this hybrid cloud management session on cloud analytics.

    Register for this webinar and learn how to gain full visibility into your organization and make the informed decisions and adjustments in investments that will meet your profitability targets and increase user satisfaction.
  • Flash is one of the biggest trends taking over the IT infrastructure world. It’s applicable everywhere, not just for large enterprises, so find out what makes Flash Storage so compelling and how to position it within the SMB segment.
  • This live demo will show you how you can turn ZOHO into your unified communications hub by integrating RingCentral.

    Make it easy for employees to make and receive calls, view screen pops with relevant information, and automatically log the calls without ever leaving ZOHO. You’ll also see how easy it is to add new locations and make changes as your business evolves with RingCentral’s cloud based communications system.

    Our expert presenter, David Lee, Ring Central’s Vice President of Platform, will walk you through how it works and answer your questions. You’ll see:

    •How to place calls with one click from within ZOHO
    •Pop-up screens with customer profile and call history
    •Automated ticket creation from calls
  • Every engineer has his favorite tool, and mine is Fluke Network’s AirCheck Tester. Its form factor is essentially perfect, being small, lightweight, and rugged. The AirCheck is versatile, has a zero learning curve, and gives me essential WiFi & RF information for troubleshooting and network optimization. It boots up and powers down in 3 seconds, is like having an RF-aware third hand, and if I’m on-site with a customer, there’s a strong chance of it being in my pocket. I never visit a customer or teach a class without it. The UI is intuitive, and if I forget where a feature is, it takes only seconds to find it again because the UI isn’t cluttered with non-essential “fluff features.” Seeing is believing, and because they it’s a very affordable tool, every WiFi engineer can (and should) own one.

    Attend this webinar to see how you can get Devin’s top tips on how the AirCheck tester delivers essential WiFi & RF information for troubleshooting and network optimization.

    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.
  • Today’s IT consumers want answers to their questions immediately and in the way they want to communicate- no, they are not toddlers with tantrums, rather their productivity is being impacted and they have become accustom to the consumer experience.

    Watch this webcast to learn the role mobility, social media, and self-service play in meeting today’s ”service expectations” of IT and tips on how you can use these methods to increase user productivity and satisfaction resulting in the improved perception of IT.

    This session is approved for 1 priSM Continual Professional Development (CPD) credit.
  • Businesses everywhere are competing for customers and revenues by offering faster and richer mobile applications. Over 200 billion connections will drive information, data, analysis, insight, and transactions by the end of the decade. In fact, over 30% of distributed applications already have direct connections to the mainframe. Is your IT organization ready for this new Application Economy?

    Join us for an informative webcast to learn how IT leaders are reconciling forces in the new era of the application with unified service level management for maximum visibility, streamlined issue diagnostics and significantly improved resolution times.
  • Want an inside look at how someone else determined whether VoIP was right for their organization? Hear it from one of your fellow community members.

    Join Michael Parent, Systems and Network Administrator for a first-hand discussion of how he evaluated VoIP solutions, implemented his final choice, and his experience since then.

    Michael will cover:

    · Business needs: Why Hosted VoIP was an option

    · Technical evaluation: what to know, and what’s just hype

    · Hosted vs. on-premise vs. asterisk: pros & cons

    · Network readiness: what’s a must, what’s nice to have, and what’s a deal-breaker

    · Vendor selection: Tips to make this not a nightmare
  • There are two conflicting forces upon the IT department. The move to create a digital service fabric and the legacy people, processes and technologies that currently exist that are paid for and still have some useful life. How do you analyze this landscape, reuse what you can, modernize what you need and create a plan for the future? This plan is needed to manage the hybrid environments we have with clouds, service management and IT as a whole.

    Join host Andrew Harsch as he welcomes Dan Huberty, CTO and VP of Solution Architecture, to discuss what needs to change and the steps to begin this transformation.
  • CIOs and other IT leaders often feel that they, and IT in general, aren't taken seriously enough by the business. Shallow or non-existent relationships with their business partners, together with the technologists’ often modest non-technical communication skills, impede a meaningful dialogue with the business about the strategic business value of IT. This presentation outlines common issues and provides a roadmap that CIOs and other IT leaders can use to elevate their standing with the business colleagues and stakeholders to support IT transformation into a strategic partner of the business.
  • ITSM actually does have a strategy, but it is very waterfall based. Slow and cumbersome, and by the time it's been accomplished, it can be out of date, costly and frustrating to users, stakeholders and the creators in IT. How do you reverse this cycle and introduce meaningful strategy that is well governed? How do you create simple governance for IT and the business to ensure that technology is an enabler and not a waste of money? How do you make things better, faster, safer?

    Join Daniel Breston, in part 3 of his Lean ITSM series, as he explores the concepts of ITIL strategy and blends it with Lean ITSM to show you how changes made today will make you ready for the IT of tomorrow.
  • In this webcast, MetricNet will share the key success factors from the industry's top performing Service Desks. Attendees will:

    HEAR how the industry's top performing Service Desks achieve world-class status.

    LEARN key strategies for enhancing your Service Desk performance.

    APPLY Best Practices from your peers in the industry.
  • It’s tough these days to make the Board excited about IT. Providing a real time editorial that strongly illustrates how IT is impacting the situation was difficult until now. Join us to learn how Kaiser Permanente is now exploring ways to do this with the all new HP Business Value Dashboard. Discover what this tool is and how it stitches IT, business and virtually any information together so that you miss nothing. Learn from Kaiser Permanente why it can be such a strategic way to align business and IT.
  • In this 30-minute web demo you’ll see how the RingCentral Connect Platform enables customers, System Integrators and ISVs to create innovate apps that expand your communication capabilities.

    Here’s what you’ll see:
    - Overview of the Connect Platform
    - Examples of what you can build
    - Case Studies
    - Live Demo

    Join us on Friday to hear how you can improve efficiency by integrating communications into your cloud-based applications with this easy to use developer platform.
  • NTT Com Security would like to invite you to join us and our partner LogRhythm on July 28th, 2015 from 2:00-3:00 p.m. EST for a webinar addressing the current and ongoing cyber-threat to Financial and Insurance institutions.
  • This live demo will show you how you can seamlessly blend business communications into your cloud work environment, transforming Microsoft Office 365 into an enterprise-grade communications hub with an easy-to-use interface that is very simple for end-users to deploy and IT to manage.

    Make it easy for employees to initiate PSTN calls and SMS, view screen pops with relevant information, automatically log the calls, and more -- without ever leaving Office 365. You’ll also see how easy it is to add new users and make changes as your business evolves with RingCentral’s cloud based communications system.

    Our expert presenter will walk you through how it works and answer your questions. You’ll see:

    •How to place calls with one click from within Office 365
    •Views of customer profile and communications history
    •Automated ticket creation from calls
  • Over 90% of targeted attacks start with email. Criminals create very convincing emails to trick your users into clicking on a link, opening an attachment, or replying with their credentials. The attack methods criminals employ with phishing emails are constantly changing and so must your email security to block these attacks before damage occurs. Learn about the newest trends in phishing email attacks and how to protect your organization.
  • Most network engineers have a love/hate relationship with wireless. This amazing technology has enabled them to provide end-user connectivity to the far reaches of their physical environments, while keeping up with the demand brought on by BYOD. However, device-laden bandwidth-hungry users have required a whole new wireless environment in many buildings, forcing engineers to step up their wireless knowledge and skills.

    In this webinar, we will discuss:

    • Common challenges with wireless
    • Where to start when troubleshooting
    • What tools are required

    We will also show how all wireless eventually ends up in a wire, and how to know which technology is to blame when a performance problem strikes.

    This webinar welcomes all wireless skill levels.
  • In this increasingly distributed work world, close collaboration among employees can't be taken for granted. But what does it take to keep your employees engaged and motivated? In this interactive webinar, our panelists discuss the foundations of effective team dynamics, what workstream conversation and collaboration means today, and how collaboration tools can impact employee productivity.
  • See how HP ALM software was deployed to support Agile development and test efforts in a private secure cloud environment for government agencies. Learn about their need and our resulting solution. Find out how HP ALM software is provisioned in a virtual data center cloud development and test environment. See how our on-demand offering, with flexible pricing, allows agencies to leverage their investment in HP Software, greatly increasing ROI and reducing risk.
  • Mining Machine Data that gets sent from Electrical Vehicle (EV) charging stations can tremendously help in performing both regular, as well as predictive, maintenance. The data is also helpful to better understand the install base and gleaning other valuable business insights.

    These business insights are tremendously helpful in reducing support costs and also for identifying new revenue streams.

    Join Glassbeam and Gridscape in an engaging and interactive Webinar that discusses the tremendous efficiencies that IOT technologies can bring to EV charging stations.
  • This live demo will show you how you can seamlessly blend business communications into your cloud work environment, transforming Microsoft Office 365 into an enterprise-grade communications hub with an easy-to-use interface that is very simple for end-users to deploy and IT to manage.

    Make it easy for employees to initiate PSTN calls and SMS, view screen pops with relevant information, automatically log the calls, and more -- without ever leaving Office 365. You’ll also see how easy it is to add new users and make changes as your business evolves with RingCentral’s cloud based communications system.

    Our expert presenter will walk you through how it works and answer your questions. You’ll see:

    •How to place calls with one click from within Office 365
    •Views of customer profile and communications history
    •Automated ticket creation from calls
  • This webinar is for business leaders who wish to understand vulnerabilities in commercial software and how they can impact organizations:
    Software vulnerabilities remain one of the most common attack vectors for security incidents and data breaches, either as the entry point for hackers or as the enabler of privileges escalation inside networks.
    This webinar demystifies software vulnerabilities, shows how they relate to the wider ecosystem and demonstrates how this knowledge can be used to define strategies and improve security.
    Key takeaways:
    -What is a software vulnerability
    -How a software vulnerability becomes a threat
    -A glimpse of how threats multiply
    -How closing vulnerabilities impacts risk reduction
  • Both the rules and the roles governing IT Service Management (ITSM) are evolving to support a far-broader need for inclusiveness across IT, and between IT and its service consumers. Join EMA Analyst Dennis Drogseth and HEAT Software VP & GM Kevin J. Smith to learn what extremely successful ITSM organizations do differently.

    Some of the research highlights that will be covered in the webinar will be how:

    · Cloud continues to be a game changer
    · The move to support enterprise services changes ITSM rules and roles
    · Mobility is seriously changing the ITSM game
    · Demand for more unified and effective endpoint management is expanding requirements
  • The critical applications and services your end-users rely on every day can be deployed on-premise, hosted in the cloud, or even SaaS applications provided by a 3rd party that never cross your infrastructure. Your users don’t care where the app is running; they just need it to be available…and fast. And when there is a problem, they expect IT to resolve it!

    Join us on this webinar and see how to get visibility to all your applications so you can quickly and proactively identify where the problem is and resolve it quickly. Then, it really won’t matter where the applications are deployed!

    And the best news is that you can combine this application visibility with analysis from your OptiView XG. During the webinar you will learn:

    •The challenges of today’s Borderless Enterprise (aka – the network is outside of your 4 walls!)
    •How to monitor all your applications
    •How to use this visibility to extend your OptiView XG

    BONUS: There is a Special Promotion for OptiView XG owners!
  • The critical applications and services your end-users rely on every day can be deployed on-premise, hosted in the cloud, or even SaaS applications provided by a 3rd party that never cross your infrastructure. Your users don’t care where the app is running; they just need it to be available…and fast. And when there is a problem, they expect IT to resolve it!

    Join us for this webinar and see how to get visibility to all your applications so you can quickly and proactively identify where the problem is and resolve it quickly. Then, it really won’t matter where the applications are deployed!

    And the best news is this visibility is integrated with your Visual TruView system so you can have “single pane of glass” view of your entire network and cloud applications.

    During the webinar you will learn:

    •The challenges of today’s Borderless Enterprise (aka – the network is outside of your 4 walls!)
    •How to monitor all your applications
    •How to use this visibility with your Visual TruView system

    Bonus: We will offer a Free 15-Day Trial so you can start monitoring all of your applications immediately!
  • Joel Daly, Founder and Chief Operating Officer of HOSTING will discuss ways healthcare CIOs can leverage new business models to realize increased technology efficiencies, enable information-driven decisions and improve patient service. This session will draw upon real world case studies from Uber and the nation’s leading behavioral health organization to illustrate how healthcare CIOs can learn from other industry players to successfully meet today’s challenges including: management of data convergence, HIPAA compliance, mobile (BYOD) integration and securing protected health information (PHI) from sophisticated cyberattacks and breaches – all while meeting high patient expectations and adhering to best practices prescribed by the IHI Triple Aim.
  • This webinar is a webinar focused on a strategic view of risk mitigation:
    Vulnerabilities in commercial software remain one of the most common attack vectors for security incidents and data breaches, either as the entry point for hackers or the enabler of privileges escalation inside networks.
    Despite awareness of the risk, and the fact that most software vulnerabilities have a fix the day they are made public, organizations continue to fail to execute mitigation actions. The consequence is that we continue to see costly breaches affecting businesses around the globe.
    In this webinar, Marcelo will talk about how the use of vulnerability intelligence can be a game changer to help organizations become better at mitigating the risk of software vulnerabilities.
    Key takeaways:
    -Fresh data related to software vulnerabilities
    -The challenge of prioritizing mitigation
    -How the use of vulnerability intelligence can help support consistent risk reduction
  • With enterprise cloud adoption on the rise, CIOs are faced with creating a cloud strategy that will deliver greater business value and innovation. And while most are turning to hybrid cloud, this model does not factor in legacy infrastructure or give business users the unified experience they demand. The true solution is an integrated, multi-sourced operating model called Hybrid IT. The 451 Group VP of Research William Fellows shares why moving to the Hybrid IT model is the most complete approach and best practices for selecting the process and tools to get started.
  • Digital initiatives are very cross-functional by nature. Gaining and maintaining alignment on priorities can be quite difficult, particularly given the fast pace of retail and siloed nature of most retail organizations. Thus, the drive to achieve business benefits from digital initiatives can be elusive. In this webinar, we will discuss importance of governance and managing digital initiatives as a portfolio.

    Attendees will learn:
    •Leading practices for driving alignment on digital priorities
    •How to ensure digital efforts meet changing business needs and lead to business benefits (both near-term and longer term).

    This event qualifies for Project Management Institute (PMI) 1 Professional Development Unit (PDU).

    In accordance with its Privacy Policy, CA Technologies may disclose your registration information with its partner(s) which assist with this presentation. For more information about CA’s disclosure practices, please visit the CA Privacy Notice here http://www.ca.com/us/privacy.aspx.
  • In this live webinar, Kevin Tolly, founder of the Tolly Group will review the results of the Tolly Test Report (June 2015.) AirMagnet commissioned Tolly to benchmark the interference identification and detection of their Spectrum XT and compare it to the MetaGeek Wi-Spy DBx + Chanalyzer.

    The Bottom Line.

    AirMagnet Spectrum XT provides:

    •Automatic interference identification and classification of devices
    •100% accuracy of identification at all distances tested
    •Simple and intuitive signature adoption with ability to share with others
    •Multi-brand support to locate devices quickly

    Join us to get the full story.

    About the Speakers:

    Kevin Tolly is the founder of The Tolly Group, which has been a leading provider of third-party validation services in the IT industry for more than 26 years.

    In his career of over 30 years, Tolly has designed and run corporate networks, evaluated a wide range of leading-edge information technologies, written extensively about technology and presented to audiences all over the world.

    He has published and spoken on topics related to security, LAN/WAN infrastructure, application acceleration, virtualization, wireless, data protection and more. The company he founded works with leading-edge vendors to provide them with the crucial third-party validation of their product claims.

    Chris Hinsz, Sr. Product Manager with Fluke Networks manages the AirMagnet Mobile toolset at Fluke which includes Survey PRO, WiFi Analyzer, and Spectrum XT among others. Chris has been working in the Wi-Fi industry for over 15 years attending both IEEE802.11 meetings and Wi-Fi Alliance meetings in that time. Chris was previously at Motorola Solutions where he managed Access Point products and represented Motorola Solutions on the Wi-Fi Alliance Board of Directors.
  • Metrics and KPIs: always confused, hard to create, hard to align, hard to keep current, hard to report against and rarely ever helpful to use as an improvement tool. Why is this? What if you could create a simple balanced scorecard, or KPI tree, with no more than 15 measures that would keep your staff happy, you business stakeholders happy and your customers happy?

    Join Daniel Breston to learn how, in part 4 of his 6 part Lean ITSM series. He will be exploring some dynamic ways to use ITSM metrics in a lean manner.
  • Traditional reporting tools, for voice and contact center services, offer data records and static reports from the past, rather than insights for building a better future. Find out how the cloud leverages Big Data to open new insights that empower you to measure the performance factors that drive results.
  • The business doesn’t understand how IT adds value to them!” is a common cry of IT departments the world over, but what is IT doing to make sure they clearly articulate the business value they deliver?

    Join Peter Hubbard, Principal Consultant at Pink Elephant EMEA, as he discusses how to identify the right behaviours, the impact of the wrong measurements on those behaviours and finally how to ensure that the business recognises the hard work that IT puts in.
  • What we track and measure has a direct impact on people’s motivation
    and drive at work – and therefore the actual outputs we are measuring.

    Find out how to ensure that your metrics are inspiring the right
    behaviour and thinking, and helping rather than hindering
    performance and what to do if they aren’t.

    Tips and techniques from a leading thinker and practitioner in the
    Organisational Behaviour field.
  • IT Service Management (ITSM) has focused on how to manage incidents quickly and effectively and generally speaking, we have become more operationally efficient in these areas, but what we did not foresee was the change in our users. They are comfortable searching for information online and communicating directly through social media – and they might be using tablets and mobile phones to do it. So how does your IT organization adjust especially if your ITSM technology stack is built for traditional communication?

    Watch this webcast to learn the steps you can take to introduce new strategies and technology that will help you meet the needs of your modern users. See how these practical steps can help you to improve your customer satisfaction, adoption, and service management cost structure.

    This session is approved for 1 priSM Continual Professional Development (CPD) credit.
  • In this session, we will continue our detailed investigation of the ITIL framework with IT Service Continuity Management. It’s one of the better known (named) processes from the Service Design book

    IT Service Continuity Management (ITSCM) is a process that is commonly talked about, but often largely ignored. To make matters worse, it's often confused (and then conflated) with its siblings -- Business Continuity Management and Disaster Recovery. The unfortunate part of this is that many think of ITSCM in the context of a high visibility, major event (e.g. earthquake, forest fire, hurricane, etc.), not those events which are likely to occur on a near-routine basis. Having an understanding and appreciation of the fit of ITSCM is an important element of any ITSM initiative. During this presentation, we’ll talk about:



    How IT Service Continuity Management can be useful to you beyond what is written in the ITIL publications;
    What role IT Service Continuity Management plays in improving your current practices;
    What you must do to get serious about IT Service Continuity Management;
    What you should pay attention to, to ensure you are getting all you can from your IT Service Continuity Management activities.

    Register now - gain a fresh perspective on how IT Service Continuity Management can help your organization.