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IT Service Management

  • Use your data to Reduce Service Request Resolution Time Use your data to Reduce Service Request Resolution Time Dean Williams, President Block64 Dec 7 2016 4:00 pm UTC 45 mins
    Case study examples of using better asset data to improve service, reduce cost & mitigate risk.

    Smash the silo: make your key asset data available across the organization, at all times. In this section, we’ll talk a bit about how organizations often silo their support/ticketing systems off from other systems containing key asset data, and why this would matter and introduce potential waste and headaches for an organization.

    The hidden costs of a long refresh cycle: Here I discuss the relationship between aged assets and the spike this can cause in support traffic. A look at gaps that can be exposed by having things like asset age, supportability, and current maintenance coverage can help with a refresh strategy.

    Proper maintenance coverage: a shortcut to eased support overhead.
    Here I’ll talk through a handful of real-world examples where a lack of asset oversight led to actual outages or over-payment by customers we’ve worked with.

    Pitfalls of popular maintenance platforms: Discussing some of the ways in which gaps that cause support headaches are systemically introduced by popular maintenance programs such as SmartNET.

    Using data to reduce Service Request Resolution Time: Lastly, talk about how to gauge and meter the soft and hard benefits of introducing better data during the support process
  • 2017 Vulnerability Trends - What To Look Out For 2017 Vulnerability Trends - What To Look Out For Kasper Lindgaard, Director of Secunia Research at Flexera Software Dec 7 2016 5:00 pm UTC 60 mins
    Year after year some of the trends for vulnerabilities remain unchanged while others arise or shift. In this webinar, Kasper Lindgaard, Director of Secunia Research at Flexera Software will discuss some of the most relevant topics in the year so far, as observed by his team of vulnerability research experts. Take-aways from this session:

    - Vulnerabilities on niche software are also making headlines
    - The ever growing risk of embedded applications
    - Why you should not neglect less common applications
  • Beyond Next-Gen – Best Practices for Future-Ready Endpoint Security Beyond Next-Gen – Best Practices for Future-Ready Endpoint Security Doug Cahill, ESG; Ty Smallwood & Robert Jones, Navicent Health; Wendy Moore, Trend Micro Dec 8 2016 3:00 am UTC 60 mins
    Eliminating security gaps and providing maximum protection against today’s and tomorrow’s threats requires a new approach. Join Enterprise Security Group’s Doug Cahill, Senior Analyst, as he discusses a strategic approach to endpoint security that will transcend generations and keep pace with the shifting threat landscape and broadening attack surface area. You will also hear from real practitioners from Navicent Health—Ty Smallwood, Information Services Security Officer, and Robert Jones, IT Security Systems Analyst, outline how their organization leverages Trend Micro™ XGen™ endpoint security to effectively protect against the real-world threats they face.
  • Certified - What's New in Penetration Testing [APAC] Certified - What's New in Penetration Testing [APAC] Andrew Whitaker, Rapid7 Dec 8 2016 3:00 am UTC 60 mins
    Penetration Testing has long been used to help prevent data breaches, to understand security weaknesses on your network and to test security controls. An important and required process for many organizations, penetration testing needs to be planned for carefully.
  • Helping flydubai takeoff with APIs and digital transformation Helping flydubai takeoff with APIs and digital transformation Mohammed Ahteshamuddin, Vice President IT, flydubai & Paul Crerand, Director Solution Consulting, MuleSoft Dec 8 2016 10:00 am UTC 60 mins
    IATA estimates that by 2034 there will be 7.3 billion air passengers globally, which is twice more than what we have today. Alongside economic forces and passenger demands, pressure on the aviation and travel industry remains as intense as ever.

    Since launching in 2009, flydubai has strived to remove barriers to travel and enhance connectivity between different cultures. With 90 destinations in 44 countries, flydubai has embarked on a digital transformation journey to help enhance business agility, flexibility and the customer experience.

    Join Mohammed Ahteshamuddin, Vice President IT – Customer Experience & Passenger Services System, flydubai, and Paul Crerand, Director Solution Consulting, MuleSoft, on Thursday, December 8 at 10am (GMT) for a live webinar as they share their story and best practices.
  • Shamoon 2.0 – what you need to know now. Protecting against wiper malware Shamoon 2.0 – what you need to know now. Protecting against wiper malware Stuart Davis, Director, Mandiant Dec 8 2016 12:00 pm UTC 45 mins
    Mandiant, a FireEye company, has recently discovered the use of Shamoon malware targeting GCC based organizations. The identified malware exhibits destructive behavior on Windows based Operating systems. The malware uses a signed RawDisk driver from EldoS. Mandiant suspects the objective of the malware is to render a disk unbootable.

    Join Stuart Davis as he details what you need to know to protect against this type of malware recently seen in the Middle East.
  • Kuratieren Sie Ihren IT Service Katalog Kuratieren Sie Ihren IT Service Katalog Silke Radde (Sr Solution Engineer, BMC) and Jens Kindgen (Sr Software Consultant, BMC) Dec 8 2016 1:00 pm UTC 60 mins
    Heutzutage bevorzugen geschäftliche Anwender eine konsumerorientierte Erfahrung mit der IT. Diese soll insbesondere schnell , anwenderfreundlich und unkompliziert sein und idealerweise die Arbeit der Business-Nutzer optimal unterstützen. Hier hilft IT Service Management der IT Organisation durch das Bereitstellen eines Servicekatalogs, der es den Business Anwendern auf einfache Art und Weise ermöglicht, einen benötigten IT Service und/oder Lösung zu bestellen. Dabei gibt es aber einige Eckpunkte zu beachten, die der Service Katalog idealerweise unterstützen sollte, zum Beispiel:

    - Bereitstellen einer genehmigten Liste von Apps und Services, aus denen der Benutzer die richtige Lösung für seine spezifischen Anforderungen wählen kann.
    - Transparente Darstellung des Service-Wertes für den Endbenutzer. Sind z.B. keine Kosten mit einen Service Request verknüpft, wird dieser u.U.unnötigerweise beauftragt, was zusätzliche Ausgaben und Arbeit für das IT Team zur Folge hat.
    - Möglichkeit zur Erstellung eines einzigen, zentralen Service Katalogs (für IT und Non-IT Services), der klare Preis und Erfüllungs-Definitionen für jeden Service enthält, sollte ebenfalls Ziel bei der Implementierung sein.
    - Anwenderfreundliches, mobiles Interface für den Endbenutzer.

    Das Webinar stellt die aktuellen Herausforderungen dar, mit denen Unternehmen hier heutzutage konfrontiert sind. Vorgestellt werden auch die 4 notwendigen Schritte hin zu einer Digital Curation im Kontext Service Katalog/Service Request Management. Ergänzt wird das Webinar mit einer kurzen Live Demo eines modernen Service-App-Stores für den digitalen Arbeitsplatz.
  • Certified: What's New In Penetration Testing? [EMEA] Certified: What's New In Penetration Testing? [EMEA] Andrew Whitaker, Rapid7 Dec 8 2016 2:00 pm UTC 60 mins
    Penetration Testing has long been used to help prevent data breaches, to understand security weaknesses on your network and to test security controls. An important and required process for many organizations, penetration testing needs to be planned for carefully.
  • Smarter Cybersecurity™ solutions start with next-gen protection Smarter Cybersecurity™ solutions start with next-gen protection Shane Cooper | Senior Sales Engineer Dec 8 2016 6:00 pm UTC 45 mins
    Discover the smarter way to protect endpoints.

    Today’s threats evolve at an alarming pace. That means cybersecurity and threat intelligence have to move even faster to help businesses stay secure against modern cyberattacks. Join us for in-depth technical demonstration of Webroot SecureAnywhere® Business Endpoint Protection to learn how Webroot works to safeguard your employees, clients, and data without adding complexity or slowing users down.
  • Customer Service: Maximizing Service Management Beyond IT Customer Service: Maximizing Service Management Beyond IT Paul Kelsey, Kifinti Solutions Inc., & Mike Heberling, HEAT Software Dec 8 2016 6:00 pm UTC 60 mins
    Customer Service: Maximizing Service Management Beyond IT

    There is a distinct need for a tech support staff with a desire for supporting customers with immediacy and social intelligence— creating a better connection in a digital world.

    Both internal and external customers are utilizing more communication channels and more devices now than ever before. The mobile workforce, remote work, consumerization, increased self-service, and emerging technologies have all played a part in creating the demand for better ways to serve customers and users.

    Join us for this Customer Service webinar & learn:

    Instant information to clients
    - Workflow to run based on known and secure criteria
    - Voice system knows everything the Service Desk knows

    Multiple communication channels
    - Integration and capabilities
    - Omni Channel
    - Single message representation

    Distributed Support/Telecommuting
    - Globalization
    - Repatriation of Call Centers

    Voice of the Customer Score
    - Personalization of Interaction and Routing
    - Custom Surveys based on Service and Category

    Auditing and Compliance
    - Reporting on actual effort for Labor Law compliance

    Who should attend?
    - VP of Support
    - IT Service Desk managers
    - Desktop Support managers
  • Next Generation Data Breach Response: Preparing Your C-Suite and Board Next Generation Data Breach Response: Preparing Your C-Suite and Board King & Spalding, Rite Aid, and Kroll Dec 8 2016 6:00 pm UTC 60 mins
    In today’s complex and ever-changing security landscape, every C-Suite and Board knows of cyber risk, but what does it really mean to be prepared to respond to a data breach incident? Top executives do not have to become cyber security experts, but they must make sure their organization’s breach response plans and strategies are defined and set. While they will not directly lead technical, legal and notification efforts to address data breaches, they do need to act as internal champions of proper planning and prevention.

    Identifying and closing security gaps, directing communication channels, and developing and regularly testing incident response plans are as important now as managing any other business risk or concern. Therefore, company leadership must take charge and direct their organizations to conduct extensive preparation efforts to mitigate those risks and make certain everyone stands ready to execute against the established procedures and policies when a breach occurs.
    In this webinar, you will hear from experts who have been on the inside and outside of data breach response efforts. You will learn:

    •Why the C-Suite and Board need to champion planning and prevention efforts.
    •How to get Executive buy-in.
    •Ways to build stronger response structures from the top.
    •How to construct response architectures. Who needs to be responsible for what?
    •Cyber Risk – What are the latest threats and what does the C-Suite and Board need to understand?
    •Developing and directing an Incident Response Plan: Where do the C-Suite and Board fit in?
    •Examples our experts have seen – the good and the bad
  • 2016 Has Been a Security Minefield; Are You Ready for 2017? 2016 Has Been a Security Minefield; Are You Ready for 2017? Scott Crawford (451 Research) and Rodney Joffe (Neustar) Dec 8 2016 6:00 pm UTC 60 mins
    Ransomware. Politically-motivated hacking. Distributed denial-of-service – and now mega-DDoS attacks targeting the foundations of the Internet, thanks to vulnerabilities in the burgeoning Internet of Things. 2016 has been a landmark year for information security in many ways. What can we expect in 2017?

    In this webinar, Scott Crawford, Research Director for Information Security with 451 Research, and Rodney Joffe with Neustar will examine these trends and highlight key tactics to better prepare you for what the coming year may bring. We’ll explore:

    Key factors in today’s security landscape that shape our future defense strategies:
    •Many attacks are about money today, what will they be about tomorrow?
    •Without DNS, there’s no Internet as we know it. Recent attacks against DNS have set new records for scale and taken down some of the Internet’s biggest names. What’s your strategy for assuring that DNS doesn’t fail your business?
    •The hidden agenda of attackers who use these techniques as a means to a more serious end
    •Tactics for strengthening your resilience, to better prepare you for the coming year – and beyond

    Has your security strategy responded to these factors – and is it ready to take the hit from what may come next? Join us to learn more about what your organization can do to be better prepared for these too-often hidden aspects of highly visible threats.
  • Rapid7 InsightIDR Product Demo Rapid7 InsightIDR Product Demo Eric Sun and Pat Haley Dec 8 2016 8:00 pm UTC 60 mins
    By integrating with your existing network & security stack, InsightIDR leverages user behavior analytics to correlate the millions of events your organization generates daily to the exact users and assets behind them. Along with custom included intruder traps, you'll automatically detect the top attack vectors behind breaches, including compromised credentials, malware, and phishing. Combined with a fully searchable data set and endpoint interrogation, InsightIDR directly addresses the gaps found in most of today's detection technologies, including SIEM and IPS.
  • Help! Easy Ways to Validate 10G Network Connectivity? Help! Easy Ways to Validate 10G Network Connectivity? Mike Pennacchi, Network Protocol Specialists Dec 13 2016 1:00 am UTC 60 mins
    “I don’t always validate network connectivity… but when I do, it’s an enormous time sink.” -The Most Interesting IT Pro in the World
    If this sounds familiar, we have good news. You can now drastically reduce the time spent on network analysis and validation with the right tools and know-how.
    Join us for a guided walkthrough of the validation process and learn about:
    Understanding and navigating the Open Systems Interconnection model (OSI model)
    Troubleshooting connectivity vs. network performance
    Determining availability of services
  • Hidden Benefits of OneTouch AT Network Tester Hidden Benefits of OneTouch AT Network Tester Mike Pennacchi, Network Protocol Specialists Dec 13 2016 2:01 am UTC 60 mins
    There is no doubt that when it comes to network validation, the NETSCOUT OneTouch AT is the best tool. However, this highly portable network troubleshooting tool has many features to offer, beyond just network validation. In this webcast, we will cover a number of tools built into the OneTouch AT that will help you quickly get to the root of your networking problems.
    In this webcast, we will look at:
    •How to trace a path through the network at layer 2 and layer 3
    •Using the built-in web browser and SSH client to configure devices
    •Inspect fiber end faces, using the optional Fiber Inspector
    •Locate wireless interference sources
    •Remotely control the OneTouch AT via the cloud based web interface
    •Automatically upload test results to the cloud
    •Control the OneTouch AT via the management interface
    •Perform in-line packet capture
    •Export test results to XML files, so they can be opened in MS Excel
  • Carry an Umbrella and It Won’t Rain – Patching to Protect against the Bad Things Carry an Umbrella and It Won’t Rain – Patching to Protect against the Bad Things Rob Ayoub, IDC Research Director Dec 13 2016 3:00 pm UTC 60 mins
    Organizations struggle to prioritize and implement the vast number of patches being introduced by software vendors. Testing and implementing takes time and most organizations simply apply a blanket set of patches for well-known software. However, attacks like ransomware are multi-vector and target a wide range of vulnerable software. While many of these vulnerabilities have patches, most organizations are not applying the most critical patches across their infrastructure, leaving them open to these very effective attacks.
    In this webinar, IDC Research Director Rob Ayoub and Flexera Software will discuss the need for a more targeted approach to patching – an approach that considers the exploitability of vulnerabilities and other factors beyond a CVE score.
  • Operate with Confidence: Responding to the Changing Risk Environment in LATAM Operate with Confidence: Responding to the Changing Risk Environment in LATAM Brian Weihs and Ian Cook with Kroll Investigations and Disputes and John Fanning with Kroll Compliance Dec 13 2016 3:00 pm UTC 75 mins
    Whether operating in the region or conducting business through third parties, the shifting risk and regulatory landscape in Latin America poses many challenges. With local nuances, a one-size-fits-all approach to compliance and due diligence might do little more than provide a false sense of security.

    Join Kroll's experts as they discuss the changing risk environment in Latin America and the potential implications on your risk mitigation and due diligence programs in the region.

    Agenda:

    - Corruption risks and trends in Latin America

    - Understanding local nuances: What you need to know when conducting business with third parties in the region

    - Best practices for risk mitigation and due diligence

    - Q&A
  • iSpeak™: Compliance:  Privacy Shield (Safe Harbor) Update iSpeak™: Compliance: Privacy Shield (Safe Harbor) Update Jeanne Morain, Emerald de Leeuw, Don Cox Dec 13 2016 5:00 pm UTC 30 mins
    Privacy Shield has replaced Safe Harbor as the standard for to regulate software when dealing with the European Union. Over 4000 US companies are said to be impacted. Privacy Compliance by Design is at the forefront in assisting companies with rethinking their software strategy to reduce risks to security and compliance. Join special guests Emerald de Leeuw, CEO Eurocomply and Don Cox, former CISO for this update on the latest around Privacy Shield and Implementing policies to enable security and compliance as part of your Cloud Center of Excellence.
  • LSO Innovations Platform for Rapidly Introducing New Network Functionality LSO Innovations Platform for Rapidly Introducing New Network Functionality Daniel Bar-Lev, Dir. of Strategic Programs - MEF; Sarit Target, VP of R&D, SDN, LSO, Apps - ECI Telecom Dec 13 2016 5:00 pm UTC 75 mins
    MEF's LSO Innovation Platform is a valuable tool for technology providers to develop and test both service orchestration functionality and business applications incrementally. Traditionally, service orchestration and business applications have been the domain of monolithic OSS/BSS systems that precluded the rapid introduction of new functionality. The MEF's LSO Innovation Platform upends that approach and enables any best-of-breed analytics, assurance, control, fulfillment, performance, policy, security and usage functionality to be rapidly introduced into service provider environments. This webinar will provide a business-oriented explanation of the LSO Innovation Platform and explain its importance to service providers as well as large and small technology providers in the telecom and cloud services market
  • How Make-A-Wish America Delivers Seamless Remote Support in a Connected World How Make-A-Wish America Delivers Seamless Remote Support in a Connected World Renee Dodson, Peter Zeinoun, Roy Atkinson (moderator) Dec 13 2016 6:00 pm UTC 60 mins
    Make-A-Wish® grants the wishes of children with life-threatening medical conditions to enrich them with hope, strength and joy. In this session, Renee Dodson, Technical Support Specialist from Make-A-Wish America, and Peter Zeinoun from LogMeIn Rescue will present key trends impacting internal IT today and discuss real-world best practices to addressing top challenges through remote support, including:

    * How remote support helps enable Make-A-Wish® to fulfill its mission
    * Key trends of the mobile workforce
    * How to create seamless support experiences across channels and devices
    * Empowering tech support to deliver fast, efficient, and frictionless service
  • Who You Gonna Call? Arm the Service Desk to Ghost-Bust Issues Before They Occur Who You Gonna Call? Arm the Service Desk to Ghost-Bust Issues Before They Occur Chris Marsh, 451 Research; Chris Dunn, Easy Vista; & Bruce Aboudara, Scalable Software Dec 13 2016 6:00 pm UTC 60 mins
    The Service Desk is at the frontlines of a changing landscape in IT. IT is now, more than ever, required to provide 100% uptime of their services, and provide them to users anytime and anywhere – thanks in large part to the growth in new consumer apps and services accessed through mobile devices.

    To support this demand the service desk must be aware of and prepared for several key trends:

    •Mobile. More and more, users are accessing their services through their mobile devices. Powerful trends are shaping the mobile world that will impact the Service Desk. We in the service desk must adapt, but what does that mean?

    •Service Availability. Users expect their services to always be up – just like they experience with their other mobile apps and should there be an issue, they expect it to be resolved immediately. What can the Service Desk to make this dream a reality?

    •New Technologies. Prompted by this need for always-on, mobile-available services, infrastructure teams are looking toward newer technologies such as public clouds, software defined networking (SDN), and hyperconverged architectures. How does this impact the Service Desk?

    Join, Chris Marsh, lead mobility analyst at 451 research, Chris Dunn, Global Director of Product marketing for EasyVista, and Bruce Aboudara SVP at Scalable Software as they discuss the key trends the service desk need to know about as well as actions the service desk can take to capitalize on those trends.
  • Call Center Best Practices Call Center Best Practices Jeff Rumburg, Managing Partner at MetricNet Dec 13 2016 7:00 pm UTC 60 mins
    An overview of Call Center Best Practices.

    HEAR how the industry's top performing Call Centers Achieve World-Class Status!

    LEARN key strategies for Enhancing your Call Center Performance!

    APPLY Best Practices from your peers in the industry!

    In this webcast, MetricNet will share the Key Success Factors from the industry's top performing Call Centers!
  • How Insurance Compares: Benchmarking Digital and API Best Practice How Insurance Compares: Benchmarking Digital and API Best Practice Tony Cassin-Scott, Insurance Data, Digital and IT Strategist & Jerome Bugnet, Insurance API Specialist, MuleSoft Dec 14 2016 10:00 am UTC 60 mins
    The Insurance industry is risk averse by its very nature. However, with a 10x increase in Insurance technology investment between 2010-2015, is the industry about to push through its own digital revolution?

    Join Tony Cassin-Scott, Insurance Data, Digital and IT Strategist, and Jerome Bugnet, Insurance API Specialist, MuleSoft, on December 14 at 10am (GMT) for a live webinar as they discuss how the world’s most progressive insurers are embracing digital transformation, and how this compares against their peers in other industries.
  • Beyond Next-Gen – Best Practices for Future-Ready Endpoint Security Beyond Next-Gen – Best Practices for Future-Ready Endpoint Security Doug Cahill, ESG; Ty Smallwood & Robert Jones, Navicent Health; Wendy Moore, Trend Micro Dec 14 2016 12:00 pm UTC 60 mins
    Eliminating security gaps and providing maximum protection against today’s and tomorrow’s threats requires a new approach. Join Enterprise Security Group’s Doug Cahill, Senior Analyst, as he discusses a strategic approach to endpoint security that will transcend generations and keep pace with the shifting threat landscape and broadening attack surface area. You will also hear from real practitioners from Navicent Health—Ty Smallwood, Information Services Security Officer, and Robert Jones, IT Security Systems Analyst, outline how their organization leverages Trend Micro™ XGen™ endpoint security to effectively protect against the real-world threats they face.