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.
  • Join us on Friday, September 4th for a live online demo. You’ll learn how you can equip both office and at-home agents with enterprise-grade communications to deliver more cohesive and intelligent customer interactions at a lower cost.

    RingCentral Contact Center incorporates inbound and outbound voice, email, chat, and SMS capabilities along with sophisticated queue and skills based routing and historical and real-time reporting to drive worker productivity and drive down costs.
  • Hybrid IT is fast becoming the new normal across organizations in Asia-Pacific. With the increasing utilization of data centers and cloud services across the Asia Pacific region, companies have gradually updated or upgraded their existing IT systems, giving rise to the Hybrid IT environment. Besides helping enterprises to drive digital disruption, the latest Hybrid IT environment is also enhancing the customer experience and encouraging business model innovation. As a result, there is greater acceleration in the adoption of a multi-vendor multi-cloud environment or Hybrid IT.Together with the Cloud, Hybrid IT is enabling the accelerated adoption of new technologies such as Big Data, the Internet of Things and Connected Industries. 

    Mayank Kapoor, Industry Principal, ICT - Data Center and Cloud Computing, Frost & Sullivan, Asia Pacific discusses these and key insights on how these new technologies are driving industry transformation not just across the ICT industry but also the Manufacturing, Automotive and Healthcare industries.
  • Many Service and Support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer are aware of what constitutes acceptable performance. In this session, Jeff Rumburg will share the results of MetricNet’s 2015 Global Benchmarking Initiative for Service and Support, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.
  • Knowledge management, or more specifically knowledge exploitation, can make a significant contribution in improving an organization’s productivity and innovation. It’s particularly relevant and beneficial to the work of IT support analysts, who are often under pressure to quickly provide resolutions or answers – where from a business perspective, any delay by IT potentially costs money or adversely affects the company’s brand.

    However, while knowledge management has increased its profile within the IT service management (ITSM) industry in recent years, it’s sadly still one of the capabilities that many IT professionals know they need, but they can’t get the budget to support a related improvement program.

    A healthy knowledge culture, with knowledge management processes embedded into the day-to-day support workflow, will provide your IT support staff with vital knowledge when they need it, and the self-confidence to do their job well. Knowledge management can also lower stress and reduce the effort wasted on rework – it can ultimately feed a well-maintained self-service facility.
    In this webinar, we’ll take a look at:
    * What knowledge is, and what we mean by knowledge management
    * Suggestions for building cultural awareness
    * Common roadblocks to adoption and the keys to success
    * Best practices your team can adopt, without the need for a big budget
    * Key tips on how to justify knowledge management in your organization
  • Our SURVIVAL GUIDE webinar series has taught you how to FIX all of your problems and to make sure that your changes and policies are ENFORCED.

    Now it’s time to make your life easier AUTOMATING the repetitive and time-consuming processes involved with managing your SharePoint deployments.

    Sounds great, right? But what does that mean? How would you like to:
    * Get end users the resources they need quickly by providing clear direction about what services are available and how to use them?
    * Offer an out-of-the-box service catalog for your users to choose from?
    * Fulfill requests for provisioning, administration, security, content and lifecycle management changes without having to burden IT?
    * Automatically tag, classify, and apply retention policies from the creation of documents to full site collections?

    Register now to join AvePoint Field Product Manager Edmund White, as he shows you how our SURVIVE GUIDE can automate the steps involved in configuring, managing, and enforcing SharePoint governance and compliance policies.

    Don’t JUST SURVIVE, be a force for change and get back to focusing on more strategic, higher-value operations.
  • Getting yourself ready for success with Web-scale IT

    Todays businesses are increasingly demanding their IT functions to strike the right balance between cost, risk and agility to meet the ever-changing demands of the business’ key functions. Analyst firm Gartner recommends driving towards Bimodal IT in the pursue of maximum flexibility in the IT eco-system. Also companies like Google, Facebook and Netflix have demonstrated the value of Web-scale IT, by achieving ultimate scalability and agility at minimum risk and cost.

    But what can the rest of us mortals do if we don’t have the size of Google, the deep pockets of Facebook or the momentum of Netflix? Can we still benefit from Web-scale IT (spoiler alert: We can!) and should Bimodal IT even be in our vocabulary (spoiler alert: It should!) and more importantly: What can we do today to prepare ourselves for this new reality?
  • VoIP offers significant costs benefits, but it also adds a new set of challenges to managing network performance. In this webinar learn about:

    • The challenges that VoIP can present for IT and why
    • A checklist for managing better performance
    • How to take an end-user approach to deliver better quality and availability
  • In this session, we will continue our detailed investigation of the ITIL® framework, as we take on Transition Planning and Support. It’s one of the most recognized processes from the Service Transition book.

    Service Transition is a seriously undervalued part of the IT services lifecycle, as it stands between design/development and “Business as Usual” (BAU) operations. While there is consensus that this is an important part of the equation, there is frighteningly little consensus about what good operating practices look like. In many cases, people on both sides of the Dev/Ops gulf struggle with where responsibilities start/stop and how to mediate the differences. In this session, we’ll dig down into the guidance to understand the transition stage and its fit within the lifecycle. As we do, we’ll talk about some practical steps you can take to reduce the associated uncertainty with and increase the number of successful transitions.

    During this presentation, we’ll talk about:

    How Transition Planning and Support can be useful to you beyond what is written in the ITIL publications;
    What role Service Transition and Support plays in improving your current practices;
    The different types of planning and how they fit together;
    What you should pay attention to, to ensure you are getting all you can from your Service Transition activities.
    Register now - join us to find out how to have Transition Planning and Support deliver better results for your organization.
  • Cloud Computing has signficantly changed the way software is installed, deployed, and licensed. How do you know if you are deploying the right license in the right Cloud? Does Cloud Bursting change the type of license and approach needed? What are some key considerations Enterprise IT and Asset Managers should take into consideration to stay in compliance? Join Jeanne Morain and license specialist Heather Young from Microsoft as they answer some of these challenging questions.
  • Windows 10 ist da! Werden Sie jetzt upgraden oder lassen Sie sich Zeit bis die ersten Fehler im Programm beseitigt sind?

    Jede Integration eines neuen Gerätes oder Systemes in Ihr Unternehmensnetzwerk heißt, Sie müssen in der Lage sein, es zu verwalten. Eine intelligente Endpoint-Management-Lösung kann Ihnen bei Planung wie auch Verteilung des neuen Betriebssystems helfen und bietet Ihnen außerdem die Möglichkeit, bereits installierte Endgeräte zu verwalten.

    Mit HEAT Software ist die Vorbereitung und Verwaltung eines unternehmensweiten Windows 10-Rollouts einfacher als Sie denken! Gerne zeigen wir Ihnen, wie Sie durch unseren sechsstufigen Best Practices-Ansatz bei einem Rollout Zeit und Geld sparen können. Melden Sie sich gleich an.
  • Finance organisations know that harnessing technology is critical to meeting the business challenges of today.
    Deciding where to invest can be a daunting task, given budget pressures and limited resources.
    With an increasingly competitive market and the high expectation of customers, now is the time to determine how to grasp the opportunity presented by new technology.


    HP has created a Fintech Innovation model to specifically navigate these challenges.
    Join HP on September 16th 2015 to hear how “Leeds Building Society” is delivering their objectives.


    “Like all financial institutions, our future is dependent on delivering the services that both current and future customers want and need,” says Karen Wint, Leeds Building Society‘s Ops Director
  • This briefing will interest ICT vendors seeking to understand how cities are investing in open and big data, and how they plan to invest beyond the proof-of-concept stage. Participants from cities will gain an overview of activities and best practices in Europe.

    During this webinar we will:

    · Share results of the Real-time Cities Survey
    · Discuss implications for future commercialization
    · Identify the leading cities
    · Point to the emerging ICT opportunities
  • Most enterprises rely on their network to deliver excellent performance for their critical revenue generating applications, but in healthcare it’s about more than just a sale. It’s about delivering excellent patient care throughout the visit. IT is a crucial part of that care cycle and any delays in medical records, imaging, or poor Wi-Fi performance can mean the difference between a quick diagnosis and having to do things the “manual” way.

    In this webinar you will learn:

    •How both enterprises and healthcare institutions are taking control of poorly performing applications, tackling slow Wi-Fi and maintaining visibility as services move to the cloud
    •Making informed bandwidth and capacity decisions to both reduce cost, and deliver that next level of care
    •Key steps to gaining the visibility you need, as well as hear real-world success stories from healthcare institutions
  • Businesses are moving applications and communications to the cloud, which offers a unique opportunity to bridge the two with integrated capabilities. They are at a junction to break down silos and utilize tools that enable greater productivity. This webinar offers businesses an opportunity to learn how they can benefit from integrated communications and the options they need to consider.
  • Windows 10 is here! Are you ready to deploy it in your organization? Whether you are actively planning a corporate Windows 10 deployment in 2015/2016 or not, the influx of the OS onto the corporate network with new devices means you need to be able to manage it. A smart Endpoint Management solution can help you both plan and deploy the new OS, as well as provide the capability to manage endpoints on the network that already have the new OS preinstalled.
    With HEAT Software, preparing and managing a company-wide Windows 10 rollout is easier than you think! Let us show you how you can reduce time and money on your OS deployment with our 6-step Best Practices Approach. Sign up today.
  • “I just write the code and throw it over the wall. It’s up to Ops to make it work” -- when Devs care only about coding, Ops and customers suffer.

    “It’s not my job to test code. If there’s a problem, talk to QA.” -- when Ops care only about stability, innovation and customers suffer.

    DevOps represents cultural change. Whether it’s the change of resistant engineers that don’t want to be on-call or the change of Operations teams to have more empathy towards their counterparts writing code, to the willingness of executives to embrace a culture of automation, measurement and sharing. Organizations must overcome the culture war to be able to approach the agility and productivity that organizations following a DevOps model gain. The faster they can get there, the faster these organizations can take the competitive edge away from traditional enterprises.

    In this webinar, featuring guest Forrester Research principal analyst Kurt Bittner, we will look at:
    - The current state of organizations - a separation of Devs and Ops
    - The how of DevOps - DevOps is a culture, not a product
    - The benefits of DevOps - happier customers

    As part of our panel discussion, we will answer the following questions to help you get started building a DevOps culture within your organization:
    - Why change the status quo?
    - How do I align two disparate groups?
    - How do I remove the obstacles that separate Dev and Ops teams?
    - Will customers see a difference if devs are on call?
    - Can IT start to think differently?
  • Discover why Trend Micro cloud security works seamlessly in the Azure compute environment so you have what it takes to speed deployments and safely maximize the benefits of the cloud. Join executives from Microsoft and Trend Micro where you’ll learn:
    •The security benefits of moving to the cloud on Azure
    •Why it’s important to understand your role in shared responsibility
    •The security you’ll need for operating system, applications, and data
    •Best practices to optimize security for agility and cost effectiveness in the cloud
  • Building upon its services standardization and certification work, MEF has recently ratified an innovative suite of Service Activation Testing (SAT) technical specifications enabling operators to quickly deploy and test CE 2.0 services globally.

    The MEF Service Activation Testing Power Play provides a comprehensive set of management tools and standard test suites to automatically verify the performance and conformance of CE 2.0 services during service turn up and activation.

    This webinar will demystify Service Activation Testing, describing how MEF-based SAT can improve customer satisfaction by reducing the number of faulty turn ups and accelerating the interconnection process between peer operators. It will reveal the benefits for retail and wholesale Ethernet service deployments and analyze use cases where Service Providers are successfully improving their operations effectiveness, using CE 2.0 Service Activation Testing (MEF 48).
  • Doing more with Less – NTT Com Security and Forrester Research address the growing security skills shortages within your organization and what options are available to reduce your risk of cyber threats while remaining compliant
  • Tech support at a college or university can be a daunting task to take on. Most IT departments in higher education face meeting varying support demands of faculty, staff and students that are often spread across multiple locations. This makes delivering unified service a challenge. This session will outline how Bomgar can combat such issues in the higher education setting. Attendees will hear from two customers, The University of Miami and Cape Fear Community College, who will share a glimpse into how they consolidated support efforts with Bomgar to provide a more unified and collaborative approach to tech support. Learn how both schools improved all-around success for their service desks, and how they turned tech support into a positive experience for the school as a whole.