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.
IT departments are challenged with maintaining systems while being charged with innovating to help their organisational productivity. Maybe you want to re-position IT as an innovative, changing and improving force but just can’t make it happen.
In this webinar, we will address the challenges to introducing IT innovation in an organisation. Then using a number of real world examples, we will lay out a range of business and technology integration techniques and approaches proven to foster continual user centered service improvement.
Subjects covered include: The IT Innovators Dilemma, Why ITIL Can’t Innovate, The Upgrade Fail, The UBER technique, Building an Innovation Machine, Pizza and Agile Improvement, and Gamification of Ideation.
L’étendue et le domaine d’intervention de l’ingénieur Réseau s’accroît avec l’adoption massive des services Saas basés sur le Cloud. Aussi comment peut-on analyser la dégradation de performances associée, lorsque ces services sont hébergés en dehors du réseau de l’entreprise?
Ce Wébinaire aborde comment l’Optiview XG peut être employé pour résoudre des problèmes depuis votre propre réseau interne, et comment il vous permet de surveiller et localiser les problèmes liés au phénomène d’Entreprise Sans Frontières.
Technology disrupts business and re-invents itself almost by the minute, yet Service Managers fall back on tradition to support the brand new stuff.
Whether your organization is in the middle of your second ITIL implementation that is failing again or you are counting on DevOps to solve the problems of continuous innovation, or you are scrambling to control cybersecurity issues and mitigate data risk, it is abundantly clear the role of the service manager must change and change now.
This session lays out the current state of service management in today’s IT-powered businesses and explores the challenges we face as the business demands greater agility and more rapid-time-to-market from IT.
Failure to meet these challenges could have dire consequences.
In this webinar you’ll learn how easy it can be to improve not only your troubleshooting process, but gain the ability to document the performance and connection path of every link. Up your game with the ability to get performance reports that can be used to pass off or prove your case for improvements that need to be made.
1. In less than 10 seconds, understand problem domain, is it the network, PC or PoE misconfiguration.
2. Instantly and automatically get a permanent record of every test performed with zero touch reporting.
3. Demystify your switch and cable plant by creating a searchable database where every end jack is associated to a switch port and VLAN, you won’t believe how easy this is...
4. Document job completion with professional reports. One click is all it takes to create a PDF report.
CIOs and IT managers today need to make a number of difficult choices. The combination of social, mobile, analytics and cloud in particular has been problematic. What will you invest in yourself and what will you outtask? How will you avoid walking around with your head in the clouds or in the sand?
The 8 practical tips will enable you to keep both feet firmly on the ground and put you in a better position to make the right choices.
Join John Hudson, Thinking Dimensions, to learn how to:
- Identify the key stakeholders represented in any situation
- Identify the Critical Thinking skills and processes that underlie a successful Root Cause Analysis
- How to successfully prioritise issues every time
- Identify the core issues represented in any situation
What you will take-away:
- An appropriate set of Thinking processes to adopt
- An intuitive and structured set of Questioning techniques
- Structured templates that allow for the timely analysis/filtering of information
- The confidence to adopt the process for your everyday work
The scope and coverage of the Network Engineer's area of responsibility is expanding along with the adoption of cloud based or SaaS services. Yet how can poor user experience with these services be investigated when they are outside the Enterprise network?
This webinar will explain how the XG can be used to troubleshoot issues across your internal network, and how to use it as part of a suite of tools to help monitor and localise issues across the Borderless Enterprise.
Mit der Einführung von Cload basierten Diensten wie SaaS wird die Verantwortung des Netzwerkingenieurs immer weiter. Doch wie kann man Probleme bei diesen Diensten nachverfolgen, wenn diese sich außerhalb des eigenen Netzwerkes befinden?
Dieses Webinar zeigt, wie der OptiView XG verwendet warden kann um Probleme in eigenen Netzwerk zu lösen und wie er als Bestandteil einer Auswahl von Tools benutzt werden kann, um Herausforderung über die Grenzen der Borderless Enterprise zu meistern.
Join us for a live demo of RingCentral’s flexible, scalable, secure, and reliable cloud communications solution. A sales engineer will walk you through the features that have made RingCentral the choice for 300,000 business customers.
You’ll see the RingCentral interface, learn best practices for using cloud communications including how to empower your mobile workers, and see how integrations with key business systems aid productivity.
Get your questions answered in an open Q&A session.
Tune in every Friday for RingCentral Live. You’ll see the latest innovations and features available on the RingCentral platform and best practices for leveraging cloud communications in your business.
Join Jason and Michael Ansel, from Box, as they explain what ChatOps is and how it can help different teams in your organization. You'll learn tips to get started, tools needed and emerging best practices around the topic.
Study after study confirms that chat is both a cost effective and customer friendly channel. However, many organizations haven’t yet implemented chat or are still relying on email and phone as primary support channels. Moving to chat can be a daunting task, and too many organizations add chat as a support channel without proper planning. Inevitably, the full benefits of chat are never realized and customers refuse to embrace the new channel. This session will share actions a support organization can take to ensure the success of a new chat channel: ten steps that can help you put the right people, processes and technology in place to successfully launch and gain value from chat support.
From students to executives, finding solutions to improve efficiency, productivity, and communication has become vital. These end users are trying to excel in their work, and while they don’t mean to cause harm, in most organizations this desire leads to the use of applications, services, and data storage and sharing beyond IT's boundaries. This practice, known as “shadow IT,” is having an obvious impact on technical support teams. Attend this webinar to learn more about shadow IT and how you can strike a balance between reaping the benefits and avoiding the risk.
This insightful webcast focuses on how businesses can enable their service teams to deliver positive customer experiences every time. John discusses both the strategy and technology mix every customer service team should consider.
Mr. Goodman, the author of Strategic Customer Service and Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service shares his findings behind the "Customer Experience 3.0", including 10 technologies to make staff and customers successful in a way your CFO and CMO will love.
The role of the IT department is changing under the increasing pressure of the business. On the one hand, the business demands a faster and more flexible suite of services. But, conversely, they want to pay less than last time. Hybrid cloud solutions offer you a way around this impasse. Learn in this webinar what the 6 building blocks are of a successful hybrid cloud solution and what a hybrid cloud can really mean for your organization.
De verantwoordelijkheden van de Netwerk Engineer breiden zich meer en meer uit, zeker met de opkomst van Cloud en SaaS gebaseerde diensten.
Maar hoe kan een slechte gebruikerservaring, gebaseerd op deze diensten, worden onderzocht wanneer ze zich buiten de 4 muren van het bedrijfsnetwerk bevinden?
Dit webinar laat u zien hoe de OptiView XG kan worden gebruikt voor het oplossen van problemen, die zich over uw gehele interne netwerk bevinden en hoe u hem kunt inzetten samen met onze reeks producten voor het monitoren en lokaliseren van problemen over de gehele Borderless Enterprise.
Paradigmenwechsel in der IT: Auf dem Weg zum IT Service Broker
IT-Organisationen sehen sich tiefgreifenden Herausforderungen ausgesetzt, die durch die Entwicklungen von der klassischen IT zur komplexen, hybriden IT-Umgebung verursacht werden. Mit dem veränderten Aufgabenspektrum muss sich die IT zum Service Broker weiterentwickeln. Doch welche Anforderungen stellt der Paradigmenwechsel an das IT Service Management? Wie können sowohl wirtschaftliche Interessen als auch die Erwartungen aus Kundensicht gewahrt werden?
Welche Bedeutung und Konsequenzen der Paradigmenwechsel in der IT für Führungskräfte hat, erklären Mark Alexander Schulte (IDC) und Patrick Büch (FNT) in diesem Webcast. Erfahren Sie aus erster Hand, wie die Erfahrungen aus der industrialisierten Fertigung in anderen Industriezweigen dabei der Schlüssel zum Erfolg sind.
Forrester Research has stated that we are in the Age of the Customer. US Consumers say they’ve had unsatisfactory service interactions and want resolution on their terms. The proliferation of customer devices has shifted perspectives and expectations, increasing the need for companies to be available to customers across channels and on the customer’s terms. Join Niel Levonius as he discusses the age of the customer and how a cloud contact center supports the customer on their terms.
Big changes are currently underway in how IT is designed and delivered in the enterprise. Effective solutions must align all technology, strategy and deployment activities with the highly dynamic business demands of your organization – but how do you get there?
In this webinar, Steve Carter, VP of Advisory Services, uses real world case studies to demonstrate how our enterprise clients have developed long-term ITaaS transformation goals, identified roadblocks and implemented change in the delivery of IT services within their organizations. He discusses the market and technology drivers that are forcing the need for change and how the 451 Research ITaaS Workshop can help kickstart your company’s ITaaS transformation.
Industry trends strongly suggest that hybrid ITSM solutions are the wave of the future in ITSM. So why have analysts at Gartner predicted that 30 percent of the companies that are currently using cloud-based ITSM tools will go back to premises-based solutions by 2014? When it comes to choosing an ITSM solution, is a cloud-based model inherently superior? Watch this webcast to find out!
Everything is digital. Industries are transformed as products and services become “software-defined”. Organizations win by putting engaging applications in the hands of customers and insightful data in the hands of employees.
This new style of business requires a new style of IT. Core IT to deliver the backbone of services to run business operations, and Fluid IT to be a partner in building brands, experiences, and loyalty.
IT faces a challenge – how to be efficient and consistent, as well as experimental and innovative.
Join this webinar to learn the 5 key success factors:
As digitization shapes every aspect of modern business, it is having an equally significant effect on the expectations of IT. Brands now have to embrace the age of the digital solution, whilst still maintaining the cornerstones of experience, security and loyalty. What has
emerged is a bimodal IT paradigm, where both traditional Core IT and modern Fluid IT are essential to the IT environment of a successful modern business.
A traditional IT system offers slower development but stable compute and solid security. Fluid IT is a reaction to the demands of the modern world—it is all about speed and agility as concepts are taken to market with ever-increasing speed, starting with minimal viable products. But this is not a case of old versus new, or good versus bad; successful businesses are those that learn to implement both.
Are self-service portals, Millennials' preferences and crowd-sourced support challenging your IT? Join us to learn how you can create a modern and delightful Systems of Engagement on top of your Systems of Record for IT services. Find out why the micro-service architecture is the key to rapid application changes and releases. Come see how you can start creating the system of engagement from your existing service catalogs. We'll show you a better way to engage with your business.
Do you have network performance monitoring tools and you still can’t figure out what the problem is? Are you experiencing VERY expensive downtime, resulting in customer churn? Do your IT organizations spend all their time pointing fingers? Do you want it to end? Attend this webinar on how to accelerate the mean time-to-repair for network performance problems, without an actual war in the war room.
Long gone are the days of calling each API separately in separate flows. With SOAP Connect, a new Anypoint Connector DevKit feature, you can package multiple WSDL files and API versions into a single connector, making the process of creating, maintaining and using a connector for SOAP APIs much faster and easier. View this demo-driven session to learn how to use SOAP Connect to create your own reusable connector today.
FNT Staging Area – Automatisierung als Schlüssel zum Erfolg im IT-Asset & Inventory Management
FNT Staging Area ist das Integrations- und Automatisierungs-Werkzeug für FNT Command. Im Webinar werden folgende Fragestellungen behandelt:
- Wie werden FNT Command Integrations-Projekte mit der FNT Staging Area modelliert?
- Welche Monitoring und Reporting Möglichkeiten gibt es?
- Welche Weiterentwicklungen gibt es in den nächsten Releases?
In diesem Webcast mit Live-Demo stellt Ihnen der Produktmanager Markus Kohn die Vorzüge des modernen ETL-Tools FNT Staging Area vor. Dabei wird Ihnen gezeigt, wie einfach die Schnittstellenmodellierung für unterschiedlichste Integrationsszenarien sein kann.
FNT Staging Area - Automation is the key to success in IT-Asset & Inventory Management
The FNT Staging Area is the Integration and Automation Tool for FNT Command. The webinar covers the following questions:
-How do you model Integrations Jobs for FNT Command with the FNT Staging Area?
-What are the Monitoring and Reporting capabilities?
-What are the features of the next Releases?
In this webcast the Product Manager Markus Kohn presents a live-demo of the modern ETL tool FNT Staging Area. It will show you how easy the modeling of interfaces for different integration scenarios can be.
In this session, we will begin our detailed investigation of the ITIL framework with Demand Management. It's one of the lesser known and talked about processes from the Service Strategy book.
While some would consider Demand Management useful only to those who wish to amaze and confuse their peers at ITSM conferences, these same people would be surprised. An understanding and appreciation of Demand Management is an absolutely critical input to several practice areas which most consider "core" to ITSM.
During this presentation, we'll talk about:
- How Demand Management can be useful to you beyond what is written in the ITIL publications;
- What you can use Demand Management for to improve your current practices;
- Some of the methods you can use to get serious about Demand Management;
- What you should pay attention to, to ensure your Demand Management investigations are going well
Register now - learn how Demand Management can help your organization.
The role of the CMO is more complex than ever before, and the battle to win over the customer can appear daunting. With over 120 digital marketing channels to choose from, and more than 2,400 products available to manage them, it is inevitable that marketing technology takes a driving seat. More technology means the CMO has now set up camp in the CIO's territory.
But this doesn't have to lead to the next office battleground (we all remember the Great Sales & Marketing Wars of the '90s, right?); there is a way forward.
We'll explain how marketing and IT executives can make cross-functional, cross-methodology teams work, without fisticuffs. We'll cover best practices to reduce fire drills, manage resources, and drive productivity. Those siloes that are in the way? Look out because we're going to bust 'em. Like peanut butter and chocolate, the CMO and CIO can work together to deliver awesome, tasty, results - we'll show you how that begins.
After this webinar, you'll:
* Identify problem communication areas within your organization that can lead to internal war
* Learn how to speak fluent CIO, and discover your inner process junkie
* Discover new, exciting acronyms, and find out why they're deadly important to your continue growth
* Find out why fluidity will be the next big thing in executive circles
It's time to sign up to avoid a war, not create one. Join us...
Stewart Rogers, director of marketing technology; VentureBeat
Philip Sheldrake, technology analyst and managing partner, Euler Partners
Adam Messano, senior project manager; Advanced Auto Parts
Eric Lopez, sales engineering manager; Workfront Inc.
If you’re running production workloads on Amazon Web Services, you’ve probably seen some of the limitations to AWS’ monitoring capability. HOSTING has a great solution to this! In partnership with ScienceLogic, and as part of our Unified Cloud vision, HOSTING is pleased to offer infrastructure monitoring for AWS. Join us for a live demonstration of this comprehensive alternative to AWS monitoring. We’ll review AWS monitoring platform in terms of strengths and weaknesses, and compare it to the HOSTING offering. We’ll close with a live demonstration of our capabilities and a Q&A session.
Since arriving over a decade ago, the adoption of data deduplication has become widespread throughout the storage and data protection communities. This tutorial assumes a basic understanding of deduplication and covers topics that attendees will find helpful in understanding todays deduplication design trends
-Have a clear understanding of current deduplication design trends
-Have the ability to discern between various deduplication design approaches and strengths
-Recognize new potential use cases for deduplication and other data reduction technologies in various storage environments
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.
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.
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.
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.
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.
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.
- 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
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