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 for a 30-minute live session every Friday, where we’ll tour the RingCentral interface, discuss the latest innovations and features available on the RingCentral platform, and share best practices on leveraging cloud communications for your business. This session features a live demo of RingCentral Office and an open Q&A session led by a Sales Engineer.

    This week tune in and learn about how RingCentral integrates with Google Gmail, Calendar, Docs and more.
  • What is the ISO/IEC 20000 SMS?
    • Problem Management – Basic Concepts
    • Problem Management and the Service Management System
    • Problem Management – Implementation Guidance
    • Q&A
  • WLAN site surveys are valuable to ensure proper performance of networks and that customer requirements are met. But they also require a time investment. To maximize the return on investment (ROI) of surveys, it is imperative to understand what is needed and why. Complicating matters there are many types of active and passive surveys, many lifecycle phases in which to perform them, and many measurements on which to base pass/fail criteria.

    Join us to learn the best practices that drive better results in your site surveys.
  • Mobile is no longer a supplementary channel for the enterprise; It is quickly becoming the primary channel to deliver business critical information and experiences to partners, customers and employees. Join Sarvesh Jagannivas, VP of Product Marketing at MuleSoft, and Uri Sarid, CTO at MuleSoft, as they discuss the mobile enterprise opportunity, and the biggest challenges preventing successful mobile delivery.

    Join this webinar to learn:
    - Why mobile applications are the new imperative for the enterprise
    - The top challenges preventing rapid, scalable and secure mobile application development
    - Three case studies of industry leaders who are building mobile enterprises
  • What data is needed in order to troubleshoot complex application problems? How can this data be collected off the network? What tools and monitoring methods are necessary to collect, compile, and interpret data into usable and actionable data?

    In this second of four webinars we will show how AANPM makes use of SNMP, NetFlow, and packet-level detail to gain end to end visibility of an application infrastructure.
  • What sets high-functioning IT organizations apart from the rest? That’s something every IT leader wants to know. After all, we live in a highly competitive business climate and IT performance can be the difference between success and failure. To conquer the challenge, we need to be informed and collaborative and we need to do this in a cost-effective manner.

    In this webcast, you will hear from two experts on some of the technology that’s driving today’s high-functioning IT organizations. Find out how your company can be aligned, agile and ready to respond to ever-changing business requirements and competitive pressures.
  • Haben Sie Ihr Rechenzentrum im Griff oder hat Ihr Rechenzentrum Sie im Griff - 3 Wege Ihr Rechenzentrum besser zu steuern

    Eric Brabänder, Chief Marketing Officer, stellt Ihnen 3 einfache Schritte vor, mit denen Sie Ihre Reise zur besseren Transparenz im Rechenzentrum starten sollten. Er gibt Ihnen Ideen und Ratschläge, wie Sie Ihr RZ besser steuern können.
  • Building your own connector may be a good option to explore whether you need a connector with a specific functionality or want to connect to a system without a pre-built connector. While getting started can seem daunting at first, the challenge often becomes much more manageable when you understand the tools and resources that are available.

    Join this webinar to:
    - Get an introduction to MuleSoft’s SDK, DevKit
    - Watch a demo on how to build a reusable connector in 15 minutes
    - Get tips and advice from experts who’ve successfully built connectors using DevKit
    - Learn what’s coming in the roadmap
  • IT organizations are in constant pursuit of improved efficiency and service delivery to be able to truly enable the business. One of the critical building blocks in achieving optimized service delivery is the Service Catalog.

    Many organizations by now have taken the first step and implemented a customer facing service catalog. The question now is how to realize and unlock its full potential, e.g. to truly understand what services are necessary, to analyze the services and to optimize the investment in the services that are being offered to end users.

    In this session we will take a look at some of the key challenges and obstacles to implementing and optimizing a service catalog and how to transform a static service catalog into one that becomes a true extension and enabler to the business.
  • The Service Catalog is how IT engages with the business. It is the starting point for delivering services.

    Along with the promise of greater cost transparency and better demand management, it gives IT the opportunity to create and demonstrate value across multiple business dimensions. An effective Service Catalog ties in perfectly with user needs and expectations and delivers tangible business results. So how do you build such a Catalog?

    Continuing our conversation on Persona based Service Catalogs, Unisys brings to you this engaging session in which Nikolina Bartels King, Global Director, End User Services Advisory Practice delves into the nitty-gritties of creating a persona driven service portfolio and offering it via a persona based Service Catalog.

    And what do you do next after you build a business-relevant Service Catalog? Service Request Automation and Fulfillment is your next challenge. Caryn Ishida, Edge Service Management Architect discusses the need for planning, automation and orchestration among key service fulfillment teams. Learn how automated service request definitions increase the speed of order fulfillment and get out of a manual workflow process.

    Join us on this interactive webinar in which we cover the many dimensions of Service Catalog creation and implementation.
  • The Service Catalog is one of the most important and critical deliverables in an implementation, yet it is surrounded by a lot of confusion and hype. Is the Service Catalog simply a ‘menu’ of services? How is a Service Catalog ‘actionable’? How does Request Fulfillment fit in? What does a ‘Service Request’ actually mean? In this session, Doug Tedder gets beyond the voodoo and breaks down the relationships between the Service Catalog and Request Fulfillment processes.
  • ITIL emphasizes the alignment of IT services with the business, integrating processes and improving communications. Yet, it doesn’t emphasize the need for a communication plan. Have you considered defining a communication plan for your department?

    Creating a communications plan for your IT organization will help define communication efforts so that your message is consistent and the value of your services is clearly articulated. In this session, learn how a communication plan can change your company’s perception of IT, enable you to promote your value, keep you on the same page as your leadership team, and keep your department aligned with the company’s goals.

    Participants will learn how to create a communications plan that leverages social media and how to use the communication plan to convince management of the importance of sending a consistent message. You will leave this session with the tools to emulate the best marketing companies in the world, right from your IT shop.
  • In the era of the APP economy where business models are being disrupted daily, there is a trend towards IT becoming a service broker increasingly leveraging a cloud supplier model for delivering services. How does this fit with organizations service management making technology solution decisions? What are the governance and service level management implications of these trends? Do they warrant a sophisticated approach to SLM? Or can traditional SLM practices and service desk SLM capabilities handle this new world. What are the implications of the service broker scenario on change management? Does change management go away or take on a different role? Is it easier or more difficult? Is the BAC still needed?

    These are just some of the questions that moderator extraordinaire Allen Houpt will pose to our distinguished panelists, including Troy Dumoulin of Pink Elephant, Randal Locke CA’s ITIL Texas Ranger and Robert Stroud will discuss in this frank debate on the real value of service management!

    This event qualifies for 1 priSM Continual Professional Development (CPD) credit.
  • "Why did FinFit choose RingCentral as their communications provider? In this 9-minute clip, Director of IT Vernon Giroud explains how FinFit:

    — Saved 60% on their phone bill
    — Improved their internal communications and response times
    — Received a much more robust feature set
    — Eliminated administrative and billing headaches

    Giroud says, “I measure a company by how well it responds when you have issues. RingCentral has very professional people who know what they are talking about.”

    Watch the clip to learn how RingCentral helped FinFit weather the closure of a store during an ice storm."
  • Many believe an IT service catalog is a vital element of a successful service management strategy, representing the capabilities and image of the IT organization. There’s no lack of seemingly sound advice. Then why is it the catalog is all too often where the service experience begins and ends, badly for the customer? What is the secret to a well-designed service catalog? Does it really require you to define your services at the outset? What is the customer’s role in a design?

    In this presentation we shall explore how successful service businesses approach designing a service catalog customer love to use, including:

     The 5 common mistakes with traditional IT service catalogs initiatives;
     The role of a catalog in the customer’s service experience;
     The relationship between a service portal, knowledge base, fulfillment process, and the catalog.
  • Application Aware Network Performance Management is a method of network monitoring that goes beyond the switching and routing infrastructure. With applications and network services becoming increasingly critical and complex, troubleshooting them is a high priority for IT organizations.

    Network Management Systems will need to expand to include application-level visibility to troubleshoot, analyze, and resolve problems that cause performance to suffer.

    In this first of four webinars, we will discuss the structure of these systems and the complicated relationship between the network and applications.
  • Register today to attend this webinar, featuring Chris Greer, Network Analyst with Packet Pioneer, LLC, that focuses on the essential skills of packet analysis for network engineers. The ability to quickly determine problem domain is critical to resolving performance issues. Chris will cover the following:

    -Analyzer placement
    -Packet collection methods
    -Consolidation in hardware limitation
    -Core protocol theory – packet anatomy
    -TCP/IP fundamentals
  • Value-Driven Service Management – An innovative Approach to Industrializing Services
    In this age of digital transformation, IT organizations don't just support the business – they are the business. This leads to a significant change in how IT organizations needs to be operated today. Value-Driven Service Management is a new approach to digitize and industrialize services to not only provide value to the business but also support business growth.
  • Value-Driven Service Management – Ein neuer Denkansatz zur Industrialisierung von Services

    In Zeiten der digitalen Transformation sind IT Organisationen nicht mehr nur Business Support - Sie sind Kernbestandteil des Geschäfts. Dies führt zu signifikanten Änderungen, wie IT Organisationen heute gestaltet werden müssen.
    Value-Driven Service Management beschreibt einen innovativen Ansatz um Services zu digitalisieren und zu industrialisieren, um so nicht nur Mehrwert für die Geschäftsbereiche zu liefern, sondern auch das Geschäftswachstum voranzutreiben.
  • Service catalogs have traditionally been focused on delivering internal resources but with the growth of cloud usage, IT must now extend this process to external cloud services. Yet, current service catalog functionality does not match the dynamic nature of cloud or have the fast and easy buying experience users expect, causing a lack in visibility and control for IT.

    Join Gravitant as we talk about a new concept emerging called the service store, which provides users the experience of an app store while being powered by a dynamic service catalog. Learn how using this approach can set the foundation for your cloud strategy in the key areas of multi-provider management, governance, cost visibility, and more.
  • Please note: All registrations will be shared with Salesforce, ClickSoftware and NewVoiceMedia.

    Come hear industry experts discuss the convergence of customer engagement centers and field service and how this can get you ahead of the competition.

    Customer service expectations have changed. Your customers are multi-channel, connected 24/7 and expect you to be too. Customers expect a consistent, seamless experience from intelligent contact center interaction to agile field service delivery. If these standards aren’t met, consumers are quick to flee to a competitor.

    Moderated by Forrester Research, join Salesforce, NewVoiceMedia and ClickSoftware to discover how an integrated customer service solution can help you gain greater visibility through all stages of your service cycle.

    Learn how world-class service companies are empowering their service teams with the right data, immediately accessed from anywhere in their service chain, to deliver a contextual and personalized service to their customers.

    Join the webinar to learn how world-class service companies are empowering their service teams with the right data at the right time to:

    - Deliver pain free customer service
    - Proactively engage customers for service
    - Personalize customer service interactions
    - Accelerate service delivery
  • At a time when digital transformation is driving significant change across all industry sectors, it is critical that organizations are able to align functional and cross-functional project activities to their strategic objectives. In the digital economy, the lines between technology, new product development, applications, service delivery and change management are increasingly blurred, and it's vital for the business to have an integrated view, not only to support strategic planning and investment prioritization, but also to effectively manage these initiatives through execution. The project portfolio management process must also evolve to handle both fast-moving digital initiatives and longer-term projects, with a shortened feedback loop that engages project teams and business stakeholders, and provides visibility at all levels. This session will address topics including:

    ·How to align projects to business goals in planning AND execution
    ·Why PPM is vital for a digital project portfolio
    ·How PPM can unify cross-functional initiatives
    ·When to consider changes to PPM processes
    ·Why project visibility is critical to successful business change

    This event is approved for 1 Professional Development Unit (PDU) credit.
  • Most IT providers have offers related to big data, cloud, mobility and security, and companies are looking at IT as the way to reduce costs and be competitive during an economic crisis. Investments in IT trends such as cloud computing and big data will rise thanks to a new player in the game: the business departments. This analyst briefing will show why companies are investing in IT, and what will change in 2015.

    Why you should attend:

    - Discover how many companies will adopt big data, cloud, mobility and security in 2015
    - Understand the current scenario of these trends in Latin America
    - Learn what will be different in 2015 regarding each trend
  • The C-level suite agrees that aligning business and technology objectives are an essential element in achieving what’s necessary to win, retain and serve their customers, however, are they putting their money where their mouths are? The data tells a different story. According to Forrester Research, while two thirds of CIOs and CMOs agree that the CMO is an active participant in strategic planning, the perception of CIO involvement varies significantly between the two roles. Moreover, half of surveyed PMO leaders feel they have all the tools in place to competently manage the portfolio pipeline. Companies are routinely adopting practices to deliver faster and better; it’s time for executives to do the same. Effectively managing a portfolio that enables business leaders to achieve their strategic objectives requires tooling that supports pragmatic practices in order to gather data at the right level and at the right time.

    This presentation examines portfolio management trends and best practices that high achieving organizations have applied to turbo charge their planning process.

    Forrester Research, Inc., The State Of Strategic Execution In 2015, January 27, 2015

    This event is approved for 1 Professional Development Unit (PDU) credit.
  • A recent comprehensive survey commissioned by CA revealed some very clear trends in portfolio management and provided evidence of what distinguishes a strong portfolio performer from a weak one.

    In this engaging presentation report author, Andy Jordan will explore these indicators and provide recommendations for how your organization can become more adaptable, agile and responsive to portfolio changes.

    Learn how you can build improved effectiveness into your portfolio execution approach, and how communication can contribute to your success.

    This event is approved for 1 Professional Development Unit (PDU) credit.
  • At its most basic level, communication is the transfer of information and ideas between two or more entities. In the context of organizational project and program management, communication is a core competency that, when properly executed, connects every member of a project team to a common set of strategies, goals and actions. Unless these components are effectively shared by project leads and understood by stakeholders, project outcomes are jeopardized and budgets incur unnecessary risk. Effective communications leads to more successful projects, allowing organizations to become high performers and risk 14 times fewer dollars than their low-performing counterparts.

    This webinar reveals the communications challenges that prevent organizations from accomplishing more successful projects, and identifies key initiatives enable organizations to improve their communication as they face their own unique challenges in an ever-changing complex and risky environment.

    This session is approved for 1 Professional Development Unit (PDU) credit.
  • Improving service quality relies on a solid configuration data foundation. A Configuration Management System (CMS)-based on a CMDB and automated, intelligent discovery- provides the data everyone can trust and build on. It delivers the accurate, up-to-date information to the right users. But the data alone does not cut it; an accurate and up-to-date service model is also needed.

    Join this webinar to learn how to boost your services' quality and develop a more successful service desk with a CMS, automated discovery, and automated service modeling partnered with increased process maturity.
  • A recent analyst study found that 88% of organizations are “doing Project and Portfolio Management (PPM).” This finding could lead many to believe all is well with this critical business process so essential to strategic success. This is hardly the case as studies also show PPM is still generally immature in enterprises today. The lack of maturity is largely due to the fact that most organizations are addressing only a subset of PPM capabilities. So though almost every organization can lay claim to doing PPM, few are actually doing PPM for all its worth. Many of these organizations will continue to miss out on the incredible possibility and promise of this essential business capability until they grasp and appreciate the full scope and potential of PPM.

    One of the greatest barriers to realizing the full potential of PPM is an enterprise-wide awareness of the span of PPM and the likely gap that must be overcome to achieve it. There is a plethora of great PPM insight contained in the numerous books, methodologies, and frameworks available today, but using this volume of information to get everyone on the same page is a daunting challenge. The key is to use a simple approach and model to quickly establish a common understanding of this critical business discipline and to easily foster the conversations and discussions to drive the endeavor to raise PPM proficiency.

    This brief webcast will present a PPM model that is easy to remember, easy to communicate, and proven to quickly illuminate the gap between existing immature PPM processes and the full scope and potential of comprehensive Project and Portfolio Management.
  • Wall Street expects it and customer demand it – accountability from Sr. Executives for the future direction of their organizations. How can executives ensure their strategic plans are in action and on track? How can they shift and pivot to changing market conditions along with the risks and impacts to the long-term vision and goals? How do you thread accountability from planning to execution to results?

    Join this session, where David Werner, Senior Principal Product Marketing Manager, CA Technologies, speaks with Rick Morris, published Author and Owner/President of R2 Consulting about ways to bring more accountability through your strategic plan.
  • The development of a solid product innovation strategy is undoubtledly a collaborative effort, and company cultures that support an open and robust dialog will be more able to evolve their strategies to address their changing business environments.

    Attend this webcast featuring Michelle Jones from Stage-Gate International as she discusses how these companies are better equipped to address risk and derive more value from their product innovation efforts. Also hear why aligning your product innovation strategy is an important precursor to making continuous strategic assessments and project prioritization decisions.

    All attendees will gain insight into the 5 key elements that comprise a consensus based innovation strategy, the importance of clearly communicating that strategy to drive strategic portfolio management, and the metrics to measure performance.

    This event is approved for 1 Professional Development Unit (PDU) credit.
  • Portfolio planning activities have struggled to gain respect in most businesses. Lack of enterprise-wide orchestration arises from a lack of effective involvement and intimate business knowledge – not simply of operations and processes, but of business imperatives, obstacles and desired outcomes. And the information systems aspects continue to be planned in splendid isolation from the business, causing IT people to mistakenly celebrate victory when a new IT system goes live. However a project only really starts when the IT goes live, and so the planning needs to be fully integrated. This can only be accomplished first by building strong relationships with business peers that will result in measurable value creation. The next step is to implement a sophisticated PPM system that can handle the extreme complexity of orchestrating all the business and related technology portfolio of initiatives, capable of optimizing the plans (and the outcomes) as the business environment changes.

    To achieve this, a new PPM model needs to be created to look at portfolio management in a holistic way, enterprise-wide. Planners need a capability that will generate multiple scenarios and real-time decision support. This dimensionality and complexity is well beyond the capacity of the human brain. By implementing such a tool, IT would be positioned as a critical partner with the business – not just in implementing mainstream information systems, but also in helping the business with a much better way to plan and manage all of its key initiatives effectively

    This session focuses on how enterprise leaders and divisional leaders and IT leaders should be working in harmony to orchestrate great business outcomes, rather than looking after their parochial interests.
  • A recent analyst study found that 88% of organizations are “doing Project and Portfolio Management (PPM).” This finding could lead many to believe all is well with this critical business process so essential to strategic success. This is hardly the case as studies also show PPM is still generally immature in enterprises today. The lack of maturity is largely due to the fact that most organizations are addressing only a subset of PPM capabilities. So though almost every organization can lay claim to doing PPM, few are actually doing PPM for all its worth. Many of these organizations will continue to miss out on the incredible possibility and promise of this essential business capability until they grasp and appreciate the full scope and potential of PPM.

    One of the greatest barriers to realizing the full potential of PPM is an enterprise-wide awareness of the span of PPM and the likely gap that must be overcome to achieve it. There is a plethora of great PPM insight contained in the numerous books, methodologies, and frameworks available today, but using this volume of information to get everyone on the same page is a daunting challenge. The key is to use a simple approach and model to quickly establish a common understanding of this critical business discipline and to easily foster the conversations and discussions to drive the endeavor to raise PPM proficiency.

    This brief webcast will present a PPM model that is easy to remember, easy to communicate, and proven to quickly illuminate the gap between existing immature PPM processes and the full scope and potential of comprehensive Project and Portfolio Management.
  • You may not know much about it, but Hadoop is coming in a big way. The list of services you provide and support grows larger by the day and very soon Hadoop related technologies will likely play a critical role in many of those services. Much of the processing that happens in Hadoop is batch related but the built in tools for managing that batch is inferior and will cause delays when trying to deploy the related applications and services. Join us to learn:

    •What Hadoop is and what it is used for
    •The type of processing performed in Hadoop environments
    •How to deliver better Hadoop workload related services
  • Tony Fortunato, Sr. Network Performance Analyst with the Tech Firm, will demonstrate the benefits of using an OptiView XG to root out the causes of issues in today's complex network environments.
  • Join Kroll’s Indonesia team as they share their experience investigating risk in one of Asia’s most attractive markets.

    Indonesia in 2015 remains one of Asia’s most significant sources of growth, and continues to draw investors from Asia, North America, and Europe. While there is good reason to be hopeful due to a strong new political administration, throughout the economy reputation, corruption, fraud and political risks remain. ​

    Kroll’s team will discuss their views on the changing risk environment around Indonesia’s investment opportunities, as well as share their experience researching integrity issues, infrastructure bottlenecks, and sensitive industries.
  • Ineffective new product development (NPD) pipeline management is a condition that affects many organizations looking for sustainable results from their new product efforts. In most cases, organizations struggle to understand what the symptoms they experience are telling them about their pipeline, and how to focus their energy on initiatives that will make the most impact. In this webcast, CA and Kalypso will review the most common indicators of a faulty NPD process and help diagnose the causes.

    Attendees will learn:
    - The common pain points and symptoms that indicate poor NPD pipeline management
    - Why organizations experience these symptoms, and the underlying causes that produce these pains
    - How to tailor portfolio management principles to treat the symptoms of poor NPD pipeline management, including example that illustrates how portfolio management can drive sustainable results