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IT Service Management

  • ITSM and ITIL Framework: Turbocharge Your Metrics With Benchmarking
    ITSM and ITIL Framework: Turbocharge Your Metrics With Benchmarking Jeff Rumburg, Managing Partner at MetricNet Recorded: Sep 21 2017 61 mins
    Industry data shows that support organizations that conduct annual benchmarking are far more likely to achieve world-class performance. Yet fewer than 20% of all support groups engage in benchmarking. In this session, you’ll review performance data from more than 200 support organizations, as well as several case studies that show how your peers have harnessed benchmarking to quantify performance, draw industry comparisons, identify performance gaps, and define the actions necessary to optimize efficiencies.
  • Win and Wow Customers – 6 Best Practices for Onboarding in Banking and Insurance
    Win and Wow Customers – 6 Best Practices for Onboarding in Banking and Insurance Sheryl Kingstone-451 Research, Jim Marous-Financial Brand, and Sarah Johnson-Kofax Recorded: Sep 21 2017 59 mins
    Banks, credit unions and insurance companies may have differing business models, but they all have a common goal: better conversion and retention rates.

    Fortunately, better customer onboarding usually translates to better conversion and retention. For this reason, organizations continue to invest in digital technologies to streamline operations and eliminate time-consuming online interactions in areas such as new account opening, loan origination and policy applications.

    Those first information-intensive interactions, of course, are the most critical: you usually only get once chance to win a new customer’s business. But winning is only part of the equation. What if you could win—and wow—customers from those first moments and keep them engaged throughout the onboarding process?

    Mark your calendars for this upcoming webinar, where industry experts will share six best practices to help your organization win and wow customers:

    • Easy—Enable instant image and data capture via web and mobile technology
    • Accurate—Extract data from pictures of physical documents without error-prone manual entry
    • Automated—Invest in workflow tools to automate and track completion of process steps
    • Visible—Empower staff and customers with process transparency and timely communication
    • Consistent—Ensure data is complete and integrated across internal systems
    • Efficient—Meet expectations for speed, while effectively managing regulatory risks

    Speakers will include:
    •Sheryl Kingstone, Director, 451 Research
    •Sarah Johnson, Industry Solutions Architect, Kofax
    •Jim Marous, Owner and Publisher, Digital Banking Report

    Don’t miss out! Register now >>
  • Using COBIT to Enable Continual Improvement of ITSM Processes
    Using COBIT to Enable Continual Improvement of ITSM Processes Pam Erskine, Principal Consultant & IT Transformation Strategist Recorded: Sep 21 2017 40 mins
    Many organizations are using the ITIL framework in their day to day operations. Often, the processes are implemented but they rarely offer the value that was expected. The COBIT 5 framework has evolved from a practice used by auditors to a framework that is focused on governance and management of IT with many uses across the enterprise. In this presentation, we’ll look at how key areas of the COBIT framework can enable the continuous improvement of the ITSM processes that really matter to IT and the business. We’ll also look at real world examples of how the framework is applied to create a repeatable approach for understanding process capability and enabling continual improvement of ITSM processes.
  • The New Frontier: How IoT is Changing Business As We Know It
    The New Frontier: How IoT is Changing Business As We Know It Theresa Bui Revon, Head of Enterprise Product Marketing, IoT Cloud Business Unit, Cisco Jasper Recorded: Sep 21 2017 47 mins
    The Internet of Things (IoT) is empowering businesses with unprecedented ways to serve customers, rapidly solve problems, and optimize operations. Using IoT, savvy companies are transforming their products to enable the delivery of connected services that deliver new customer experiences and unlock new sources of revenue.

    From enabling leaders in agribusiness to increase crop yields, to amplifying connected car innovation, Cisco Jasper Control Center cloud platform powers more than 5,000 companies in dozens of industries. Leveraging learnings from a decade of IoT experience, we’ll look at how real-world businesses are using IoT innovation to capture their share of this multi-billion-dollar opportunity.

    Key takeaways:

    - How IoT helps you drive successful business outcomes

    - Best practices for accelerating your IoT service business

    - Lessons from leaders that can help you work smarter and scale faster
  • Accelerate the BusDevOps Cycle with Storyteller and HPE ALM
    Accelerate the BusDevOps Cycle with Storyteller and HPE ALM Susan D'Angelo Recorded: Sep 21 2017 52 mins
    Agile works well for small, co-located teams that can hover around sticky notes on a Kanban board, and collaborate on-demand. But as initiatives become more complex, and teams become dispersed, Agile can be difficult to scale across the enterprise.

    What’s missing in Agile practices today is the ability to see the whole picture. With user stories as the source of record for an application, it’s hard to connect all the dots to see the complete functionality of a feature or capability. Think about the new team who will be developing additional features on that capability - where can they learn everything it does today? How will they know the impact their changes will have on that capability or potentially other capabilities? How will they collaborate on those changes and get them reviewed in a timely manner? How will your business stakeholder understand the impact of new those changes to the overall business process? Storyteller provides a centralized reusable searchable repository of exiting business and technical process models and requirements (business, non-functional and regulatory). In addition we also offer rich visualization, collaboration and review functionalities. These base capabilities are being used today to address the questions above. And - we do it in a way that everyone can understand from Business Stakeholders down to developers and testers.

    Storyteller is a key player in Enterprise Agile. We bridge the business gaps in the current agile process. For companies struggling with Agile Transformation, we providing guardrails around writing user stories and feature decomposition. Project teams can save time and effort by using our user story and test plan generation which can them be automatically synched over to ALM tools. We are also a key player in the BizDevOps chain by providing that upfront business alignment so what is produced though “Dev” and delivered and maintained by “Ops” is exactly what “Biz” wanted.
  • Learn to be a Top-Gun Troubleshooter Through Simulation
    Learn to be a Top-Gun Troubleshooter Through Simulation Emel Firtina-Budak, Christoph Goldenstern, Kepner-Tregoe Recorded: Sep 21 2017 35 mins
    Before a pilot is given the keys to fly a passenger jet they spend many hours in a simulator preparing to avoid dire consequences. Troubleshooters in all walks of life prepare for real-life calamities by studying theory and working through case studies none of which replicate the pressure cooker they find themselves in when things have gone pear shaped.

    Kepner-Tregoe will be demonstrating a method that has answered our clients needs to hone troubleshooting skills in a safe to fail environment. One that simulates the pressure cooker of a real-live challenge complete with consequences and rewards for actions taken.

    •Prevent trial-and-error by narrowing down possible causes BEFORE taking action
    •Use only the critical pieces of the troubleshooting process appropriate to the situation
    •Learn to solve problems under pressure and restore operations safely and quickly
    •Cloud-based simulation that allows troubleshooting practice in a safe-to-fail environment
  • CIS Checklist: How to Secure macOS like a Pro
    CIS Checklist: How to Secure macOS like a Pro Nick Thompson, Product Manager, Jamf Recorded: Sep 21 2017 30 mins
    The Center for Internet Security (CIS), a well-known independent organization, provides a recommended checklist for best securing macOS. Widely considered the standard in the security industry, organizations that adhere to the CIS checklist reduce the risk of vulnerabilities and maximize the protection of their computers and infrastructure. So how do organizations ensure they are implementing the guidelines correctly?

    In our webinar, CIS Checklist: How to Secure macOS like a Pro, we’ll explain how organizations can leverage and put to use the CIS checklist recommendations — in conjunction with Jamf Pro — to meet industry regulations and keep their Mac environment secure.

    We’ll cover:

    •An overview of the CIS checklist and why it’s important
    •Ways to accomplish specific tasks outlined in the security checklist
    •The impact on users when Macs are properly secured
    •Other security standards in the industry and how to meet them

    About the Presenter:

    Nick Thompson is on the product team at Jamf, an Apple device management solution for IT professionals. Nick is passionate about technology in the enterprise and closely follows the enterprise mobility management industry. He previously worked at Apple helping companies implement Mac and iOS deployments.
  • 10 inTech with Rob Akershoek, Solution Architect IT4IT
    10 inTech with Rob Akershoek, Solution Architect IT4IT IT Chronicles Media Recorded: Sep 21 2017 13 mins
    Rob talks to the Ten in Tech team about the Open Group, their mandates and why IT4IT is needed as a standard to enable the digital enterprise and manage digital disruption.
  • How blockchain is revolutionising  financial services
    How blockchain is revolutionising financial services Steve van den Heever- Dimension Data, Isaac Arruebarrena, & Josep Alvarez Perez - everis UK Recorded: Sep 21 2017 62 mins
    Blockchain technology burst onto the scene in 2009 and has emerged as one of the digital era’s most promising innovations. From frictionless money transfers and lower transaction costs to seamless real-time payments, blockchain is completely reinventing the global transaction settlement process.

    In this webinar, Financial Services experts from everis UK and Dimension Data discuss how blockchain is transforming the way value is exchanged between people, businesses and devices, and outline emerging technologies allowing financial services companies to take advantage of distributed ledgers. They also look to the future of DLTs, sharing predictions on how these will become the standard technology behind transaction settlement for banks, financial markets, and asset exchange networks in the coming decade.

    Speakers
    •Steve van den Heever, Group Sales Director, Financial Services, Dimension Data
    •Isaac Arruebarrena, Blockchain Programme Manager, everis UK
    •Josep Alvarez Perez, ‎Partner, Head of UK Banking Practice and EMEA Blockchain Strategy, everis UK
  • DevOps+ : Delivering Services Not Just Products
    DevOps+ : Delivering Services Not Just Products Akshay Anand, ITSM Service Architect & Product Manager, Axelos Recorded: Sep 21 2017 46 mins
    In this webinar, Akshay will discuss how ITIL Practitioners can help frame the value of ITSM to developers, and what processes & capabilities to look at adjusting first to enable faster software development & deployment.

    Speaker's BIO:

    Akshay Anand is a Product Development Manager at AXELOS®, working on the development of new guidance and research within the IT Service Management (ITSM) portfolio. He previously advised Fortune 100 clients on how to improve their ITSM capabilities, implemented toolsets such as Remedy and ServiceNow, and headed up global ITSM activities at Macmillan Publishing. He has spoken at numerous conferences, including Knowledge and DevOps Enterprise Summit, presenting case studies and thought leadership on ITIL, ITSM and Information Lifecycle Management (ILM).
    More recently, Akshay has focused on bringing together Agile development teams and ITSM professionals to address challenges posed by emerging technologies and market shifts, for example the consumerisation of IT, and the rise of mobile and cloud computing.
    He has worked in many countries around the world, including India, USA, and UK. He infrequently tweets as @bloreboy, about ITIL, DevOps, food, and heavy metal.
  • Thinking from the ‘Outside In’ in ITSM
    Thinking from the ‘Outside In’ in ITSM Ian MacDonald, ITIL Consultant, Trainer and Author Recorded: Sep 21 2017 47 mins
    The commercial success of the IT service provider is based on its ability to provide customers with affordable, high quality IT services that provide good value for money.

    The paradox is that the provision of affordable, high quality IT services may not be perceived as providing value and value for money by the customer if their service expectations have not been satisfied and their perceptions of the IT service provider have not been positively influenced.

    Where customers don’t recognise the value provided then you become a cost which is a precarious position to be in.

    The IT service management strategy needs to recognise that it needs a strategic approach that positively responds to the needs and expectations of their customers and provide the platform to ensure customers ‘see and feel’ the value and value for money provided.

    In this session we consider the best strategic approach to achieve this.

    This session will provide learning and guidance on:-

    •The concepts of value in all its forms
    •Customer expectations of the IT service provider (over and above meeting service commitments)
    •Understanding the strategic approaches of Inside Out vs Outside In
    •The benefits of taking a balanced approach to In shaping your ITSM strategy
    •Defining an ‘Outside In’ strategy framework
    •Practical guidance on how to implement an ‘Outside In’ approach within ITSM
  • Lean IT Management
    Lean IT Management Peter Hubbard, Principal Consultant at Pink Elephant UK Recorded: Sep 21 2017 48 mins
    Lean has much to offer the strategic thinkers of the IT Department. In this webinar Peter Hubbard will be showing how Lean IT principles can help senior IT Management in 3 core areas.

    Customer Satisfaction
    • The focus on Customer Value – in thinking and acting – results in improved customer satisfaction

    Strategic Value
    • Better products due to continual improvement of processes
    • Higher involvement and motivation of employees
    • Earlier delivery of products & services – reduction of duration of processes

    Financial
    ▪ Reduction of waste: Results in financial gain
    ▪ Time for new activities: From optimisation of value-add work
  • Service Asset and Configuration Management – The backbone of modern ITSM
    Service Asset and Configuration Management – The backbone of modern ITSM Lari Peltoniemi, Senior ITSM Consultant, Wakaru Recorded: Sep 21 2017 49 mins
    Service Asset and Configuration Management (SACM) has been in the core of IT Service Management since the very beginning. As the world changes and different isms come and go, SACM not just remains important but it becomes ever more important. In this presentation we will cover fresh perspectives e.g.:
    - How SACM is key capability when doing Service Integration and Management;
    - How Agile method ideas and SACM fit together;
    - How evolvement of technology has affected the perspective what needs to be managed with SACM;
    - How SACM is one of the best friends of Privacy and the coming GDPR legislation;
    - What are the current challenges in developing SACM and getting the benefits.

    SACM is even more relevant today as it was before. As the world changes also SACM needs to develop. Welcome to hear fresh thoughts about hoe to manage the core information that your IT Service Management runs on.

    Presenter's bio:
    Lari Peltoniemi has worked within IT Service Management for 15 years and 12 years of that with Service Asset and Configuration Management. He has helped both IT Service consumer and IT Service Provider companies and organizations to successfully utilize SACM to enable it ITSM, IT and Business goals of organization. Lari has worked with many of the major tools and his expertise covers industries widely from MSP IT service providers, Telecom, Banking and Finance, Energy, Education and Public Sector. Lari works as consultant and trainer on ITIL, CMDB and ITSM area in general.
  • The Definitive Incident Resolution Lifecycle for Modern Ops
    The Definitive Incident Resolution Lifecycle for Modern Ops Dave Cliffe, Group Product Manager, PagerDuty & Sean Higgins, Product Manager, PagerDuty Recorded: Sep 20 2017 39 mins
    The stakes of managing complex infrastructure continue to increase alongside the ever-increasing costs of outages. And while many IT Operations teams are investing in monitoring and ITSM tools to detect issues, they are often forced to react to high volumes of event data without context and without any consistent, well-defined processes. This leads to costly operational inefficiencies, employee burnout, and extended customer downtime. In this webinar, you'll learn how to:

    •Optimize your ITSM toolsets by integrating people, data, and processes
    •Maximize cross-functional transparency and consistency
    •Prioritize incidents with well-defined rules
    •Automated troubleshooting and remediation
    •Improve problem management with postmortems and continuous learning across your team
  • How to pick a winning IoT business model
    How to pick a winning IoT business model Mike Bell Canonical, Ian Hughes 451 Research Recorded: Sep 20 2017 63 mins
    Getting started on an IoT project? Are you going to build a business or a liability for yourself? Canonical commissioned a research of 361 IoT professionals to find out how their projects are progressing. The findings were compiled in a report titled Defining IoT Business Models, which explored the practices of organisations currently implementing IoT projects. You can read it for yourself at http://ubunt.eu/vkTPIW

    In this webinar, Canonical's EVP of Devices & IoT and 451 Research's IoT Analyst will discuss our findings as well as the challenges and opportunities businesses will face with the internet of things!

    Join our webinar to find out...
    >How businesses can monetise the internet of things in the long term
    >What skills they need and where to find them
    >How to address fundamental security considerations.
  • 10 inTech with Gerry Sweeney, CEO & CTO Hornbill ( @gerrysweeney )
    10 inTech with Gerry Sweeney, CEO & CTO Hornbill ( @gerrysweeney ) IT Chronicles Media Recorded: Sep 20 2017 13 mins
    Gerry talks to the Ten inTech team about the direction Hornbill have taken to address the changes being seen in many IT organizations to increase collaborative ITSM across the enterprise
  • Finding opportunities for ITIL automation
    Finding opportunities for ITIL automation Anthony Orr, ITSM Best Practice Director, ITIL 2011 Author, Samange Recorded: Sep 20 2017 44 mins
    Adopting ITIL in many organization does not always work out as planned. There are organizations that try ITIL and say "ITIL is not for them". I say ITIL is for every organization. No organization has to adopt ITIL in it's entirety. Adoption does not mean apply ITIL concepts or technology and keep doing what you have been doing. Change needs to happen and one of the key elements of change is automation applied to the process areas. In this session, Anthony will explain common challenges and how to automate ITIL for service performance enhancement.
  • What you can learn about the Internet of Things from rhino conservation
    What you can learn about the Internet of Things from rhino conservation Doc Watson, Dave Varty and Anton Jooste Recorded: Sep 20 2017 49 mins
    Connected Conservation is a joint initiative by Dimension Data and Cisco to create a safe haven for rhinos to roam free. Using the Internet of Things and some of the world’s most sophisticated technology in a reserve adjacent to the Kruger National Park in South Africa, the solution tracks the movement of people, leaving the animals unharmed.

    The goal of Connected Conservation is to not only protect threatened rhino by creating a place of safety for these animals to thrive in, but also to deliver a repeatable technology design and solution for securing vast territory and protecting other endangered species.

    Join us for this Webinar where we’ll be discussing the Connected Conservation solution, how it developed and its successes and how the solution can be used in the world of the Internet of Things.

    Speakers:
    Doc Watson, Group Executive: Cisco Alliance
    Dave Varty, World Renowned Conservationist
    Anton Jooste, Principal Director: Internet of Things
  • Digital Transformation: How Europe will turn disruption into differentiation
    Digital Transformation: How Europe will turn disruption into differentiation Nick Patience 451 Research, Matt Leonard CenturyLink Recorded: Sep 20 2017 59 mins
    Join 451 Research and CenturyLink on the 20th September at 3:00pm UK time, 4:00pm CET, to discuss how enterprises are choosing and deploying digital transformation initiatives for business gain. This webinar will focus on the strategies and actions impacting the European market.

    Organisations of all sizes and in every sector are busy redefining their IT priorities for a digital future, identifying the goals of enhanced customer experience, operational efficiency, business agility and improved risk management as four key pillars for their digital transformation strategies.

    Digital transformation can play out differently depending on a company’s maturity, the vertical sector in which it operates, its employees, its infrastructure, and its ability to innovate. Knowing where to start, and how to maintain momentum is critical.

    Join 451 Research and CenturyLink to learn how European enterprises are making assured first steps, and discover the following:

    - Understand how companies with more progressive digital transformation strategies are prioritising their efforts for competitive differentiation, changing the nature of their business with innovative technologies, and making service provider choices to accelerate results.

    - Gain insights and recommendations from a major survey of the IT priorities of enterprises in Europe.

    - Identify the key shifts in business context that will continue to shape digitisation efforts, and how these need to be reflected in a digital transformation roadmap for IT organisations.
  • Enabling Next Generation Pharma Supply Chain: The Role of the Digital Platform
    Enabling Next Generation Pharma Supply Chain: The Role of the Digital Platform Silvia Piai, Senior Research Manager, IDC Health Insights & Stefanie Naujoks, Senior Research Manager, IDC Manufacturing Recorded: Sep 20 2017 51 mins
    Damage, counterfeit, theft, delays: these are some of the most pressing challenges that pharma supply chain executives are facing. Consequences are not limited to disruptions and to higher costs for manually managing exceptions, identify irregularities, and tracing products: there's also direct impact on patient safety, and customer satisfaction putting company reputation at risk.

    In this webinar IDC analysts will share its research findings and provide guidance to pharmaceutical executives that want to start harnessing the real value of third generation digital platform, and implement a consistent, efficient and future-ready approach to supply chain management.

    About the Speakers:
    Silvia Piai is Senior Research Manager within IDC Health Insights for Europe Middle East and Africa. She is responsible for analyzing key trends related to IT strategies and spending in European healthcare organizations, and global Public Health institutions. She advises healthcare organizations and ICT vendors on planning and implementing effective digital health transformation initiatives to drive business innovation. Silvia’s analysis offers in-depth coverage of the technologies that provide the most clinical value in terms of quality, cost, time, and agility and are transforming pre-care, point of care (POC), and post-care today.

    Stefanie Naujoks is Senior Research Manager within IDC Manufacturing Insights, where she leads a new global program on Manufacturing Business Ecosystems Strategies. Her research includes managing supply networks, selling into new business ecosystems and manufacturing B2B Commerce, enabling better ecosystem collaboration through industry collaborative clouds, as well as automation and transparency within business ecosystems. Stefanie has published numerous market studies in the fields of digital transformation, IoT, Industry 4.0, Product Lifecycle Management (PLM), Manufacturing Execution Systems (MES) and Supply Chain Management (SCM).
  • ITIL and Automation - Did we Request an Engineer?
    ITIL and Automation - Did we Request an Engineer? John F McDermott, F.S.M.,ITIL/ITSM, DevOps & Cyber Security, Pointnext Education & Consulting, HPE Recorded: Sep 20 2017 43 mins
    Automation can seriously improve your customer experience, but can you imagine replacing infrastructure BEFORE it breaks? The world of automation is not exclusive to DevOps, however, as we start to automate ITIL, DevOps may get the applause.

    Join this webcast to discover how automation will impact ITIL and companies of the future.
  • Top Tips on Improving Your ITSM Tool RFP Process
    Top Tips on Improving Your ITSM Tool RFP Process Eric Dickmann, VP of Marketing at SunView Software, Jaime Spector Product Marketing Manager SunView Software Recorded: Sep 19 2017 36 mins
    Choosing the right IT service management tool can be tough due to the overcrowded IT market. ITSM vendors provide broad responses to RFP’s, and I & O leaders are struggling to identify the best tools that meet their specific need. These leaders know that a full funnel strategy is required, but have limited insight into the most optimized IT operations to drive business value.

    Join us for this presentation to learn more about:
    -Asking the right questions
    -Ensuring the RFP fits the range of use cases that fit your organization
    -Efficiently perform the MoSCoW Analysis
  • Automation and AI in the Workplace: Are Bots the Future?
    Automation and AI in the Workplace: Are Bots the Future? Marc Stitt, Roy Atkinson (Moderator) Recorded: Sep 19 2017 60 mins
    Automation and artificial intelligence (AI) are on everyone's minds, but they don't completely understand the potential impact in 2017. What’s it really all about? With constant advances in technology leading to increasing possibilities, are organizations ready for these powerful changes? And how will it impact the way they handle IT service and support?

    Based on recent research by Samanage and HDI, this enlightening webinar will take you beyond the sensationalized headlines and paint a realistic, research-based picture of the impact of automation and AI on service management—now and in the near future.

    What you’ll learn:
    * How confident IT professionals are that AI will play an expanding role
    * How C-suite is thinking about process automation
    * What benefits IT departments see in automation
    * Which departments are adopting automation as a way of providing services
    * What technologies organizations are investing in
    * How is automation impacting jobs
  • Assets vs. Configuration Items
    Assets vs. Configuration Items Ken Laufmann Recorded: Sep 19 2017 28 mins
    What is the difference between an Asset and a Configuration Item?
    There is a lot of confusion as to what the difference is between an Asset and a Configuration Item (CI). When should a new object be an asset and when should it be a CI? In a lot of ways, they are alike, but there are some very important differences between them.


    Presented by ServiceAide a provider of Cloud Service Management, a SaaS ITSM solution focused on Managed Service Providers and IT organizations.
  • Unearthing Customer Sentiments using Natural Language Processing
    Unearthing Customer Sentiments using Natural Language Processing Sai Gopalakrishnan, Big Data Scientist & Thomas Joseph, Chief Data Scientist Sep 22 2017 9:30 am UTC 45 mins
    You have to listen to what people are saying about your brand, products, services… and more importantly you should react and respond. But is it possible for you to manually look at every single customer feedback available in emails, social media et al and respond appropriately? Certainly, a tall task. Smart automation is necessary.

    Take action on customer feedback and reach closer to your business goals.
    Understand the dynamics of Customer Sentiment Analysis in just under 30 mins.

    Key takeaways of this webinar:

     An overview of customer sentiment analysis and its applications in selective industries
     Learn how Aspire captures the sentiments behind customer responses using NLP techniques
     How to Identify products and services that are craved for and those that need improvement?
     Ideas for minimizing Customer Churn and strategizing targeted campaigns using the results of Sentiment Analysis
  • [Live Panel] ITSM and Digital Transformation
    [Live Panel] ITSM and Digital Transformation Moderator: Steve Morgan; Panelists: Rajiv Dua, Vernon Lloyd, Hitesh Patel, Ivor Macfarlane Sep 22 2017 11:00 am UTC 60 mins
    ITSM has long been recognised as a critical element in the delivery and management of IT services. With the advent of new approaches such as Agile and cloud, driven by the need for Digital Transformation, this webinar will explore the importance and relevance of ITSM in today’s IT departments. We will consider if and how ITSM practices need to evolve to meet the needs of IT and the business units it serves.

    Moderator: Steve Morgan

    Panelists:
    - Rajiv Dua, Service Management Consultant, Bravemouth Consulting
    - Vernon Lloyd, Director, Somerset CC Ltd
    - Hitesh Patel, Senior ITIL Implementation Consultant, Trainer, Coach and Author
    - Ivor Macfarlane, ITSM Training & Consultancy at MacfPartners
  • Modern PMO - Sense Change and Respond Proactively
    Modern PMO - Sense Change and Respond Proactively Andy Jordan, Roffensian Consulting Inc. and Jim Tisch, CA Product Marketing Sep 26 2017 2:00 am UTC 60 mins
    In the rapidly evolving world, the ability for organizations to develop greater agility depends on the ability of their PMO to evolve and grow the role they play.

    What should a Modern PMO be?

    Join Andy Jordan, internationally recognized PMO and PPM expert together with CA Technologies, Jim Tisch to explore the evolution of PMOs to ensure they are ‘future proofed’ to deliver the evolving needs of organizations. Among other topics Andy will explore:

    •The move from business focused to business driving
    •A shift in emphasis from value to cost of value
    •The evolution from strategic to differentiating
    •The steps necessary to make the change

    Delivered in Andy’s signature high energy style this webinar promises to not only challenge the way you think about project execution and the role the PMO plays, but also to think about the implications on other areas of your organization. Andy will provide a roadmap to help you start that journey of evolution and ensure your PMO is ready for the brave new project delivery world ahead.
  • Ransomware: ITSM is the best defense
    Ransomware: ITSM is the best defense Micah Garside-White Sep 26 2017 5:00 pm UTC 45 mins
    Ransomware is hammering the Internet, and when a system is infected it is already too late for IT to help.

    IT cannot reverse the damage of most attacks, and a single compromised system is the gateway to an entire enterprise.

    After a brief discussion of what ransomware is, we will explore the people, processes, and technologies that are effectively securing the historically vulnerable parts of a company.
  • Modern Financial Management: More Benefits, Fewer Spreadsheets
    Modern Financial Management: More Benefits, Fewer Spreadsheets Andy Jordan, Roffensian Consulting Inc. and Jim Tisch, CA Product Marketing Sep 26 2017 5:00 pm UTC 60 mins
    The increased pace of project delivery that is a cornerstone of business agility has received a lot of attention, but the focus has always been on planning and execution.  What about control, specifically financial control?  In this eye opening webinar leading portfolio and project management authority Andy Jordan explains how investment planning and forecasting, active financial management and aggressive variance management are prerequisites for successfully delivering modern business management. 

    Join Andy and learn:
    ·         How to build financial management into planning and projects from the ground up
    ·         How to monitor and control actual and forecast spends without significant manual intervention
    ·         The areas where financial control often fails, and how to prevent that
    Plus much more.  As always Andy will provide attendees with some key takeaways they can apply in their organizations today to improve the quality of financial management.  Don’t miss this opportunity to enhance your organization’s ability to deliver consistently improved performance in this critical aspect of project management.
  • Cloud Leaders Sneak Preview
    Cloud Leaders Sneak Preview Todd Bernhard, CloudCheckr Product Marketing Manager Sep 26 2017 6:00 pm UTC 60 mins
    CloudCheckr is assembling a broad range of industry thought leaders as part of their Cloud Leaders initiative. Mark your calendars for October 12th and save the date. Sign up to attend one or more of the distinct talk tracks on cloud technology, the cloud industry, and more.

    During this webinar, attendees will get a sneak peak at the agenda and speakers for this exclusive online event.
  • Change Management 101: Precursor to ITIL
    Change Management 101: Precursor to ITIL Britt Layman Sep 27 2017 6:00 pm UTC 45 mins
    Building a strong foundation is a great way to begin any endeavor - change management is no different. Earlier this year, we covered change management according to ITIL. Now, we take a step back to cover change management from a less technical perspective.

    Join Britt Layman, Customer Success Manager at Samanage, on Wednesday, September 27 at 2pm EST, as he walks you through the process of determining use cases and setting up change management.

    You’ll learn:

    • The basic elements of change management
    • What processes are prime for change management
    • Tactics to effectively involve cross-departmental collaboration for approvals
    • What to do when processes don’t go according to plan
  • Why You Should Monitor IT Service Performance in Pre-Production Environments
    Why You Should Monitor IT Service Performance in Pre-Production Environments John Worthington, Director of Product Management at eG Innovations Sep 27 2017 6:00 pm UTC 60 mins
    A converged APM/IPM solution can facilitate true root-cause analysis from an end-to-end IT service management (ITSM) perspective, inclusive of both supporting and customer-facing IT services, as well as across multiple service lifecycle stages. In addition, by having all service team members share an easy-to-use interface that is tailored to each of their requirements minimizes learning curves, enhances operational efficiency and ensures user satisfaction by providing a production-grade monitor to IT staff that are working in staging environments.

    Attend this webinar to discover how a converged APM/IPM solution can be leveraged effectively in pre-production to eliminate bottlenecks in testing, delays, re-work or increased deployment risk.
  • Moderne Endpoint-Sicherheit - Selbstverteidigung für Fortgeschrittene
    Moderne Endpoint-Sicherheit - Selbstverteidigung für Fortgeschrittene Christian Husemeyer , Systems Engineer, FireEye Sep 28 2017 7:30 am UTC 45 mins
    In unserem Webinar “Intelligente Endpunktsicherheit: mehr als nur Vorbeugung” vom 19. Juli 2017 haben wir aufgezeigt, worauf Sie achten sollten, damit Ihre Sicherheitslösung Ihre Endpunkte lückenlos schützt.

    In unserer Live-Demonstration gehen wir einen Schritt weiter und zeigen Ihnen, wie Sie sich im Falle eines Angriffs verteidigen oder Angreifern sogar zuvorkommen können.

    Erleben Sie, wie mit innovativen proaktiven Erkennungs- und Präventionsfunktionen von FireEye Bedrohungen gehandhabt werden und wir professionellen Angreifern zuvorkommen, die herkömmliche Sicherheitslösungen auf Endpunkten immer häufiger erfolgreich umgehen.

    Christian Husemeyer, Systems Engineer bei FireEye, gibt Ihnen praktische Einblicke in:
    •Moderne Endpoint-Sicherheit: nicht nur Malware sondern Angriffe erkennen!
    •Automatisierte Abwehrmöglichkeiten gegen fortschrittliche Angriffe
    •Optimierte Untersuchung und Bereinigung von Angriffen
    •Aktives "Hunting" - wie komme ich Angreifern zuvor?

    Dank der Kombination aus EDR-Funktionen (Endpoint Detection and Response) und zusätzlichen Virenschutz- und Exploit-Erkennungsfeatures steht Analysten nun ein zentraler Endpunkt-Agent gegen ein breites Spektrum von Bedrohungen zur Verfügung. Das bedeutet mehr Transparenz für bekannte und neue Sicherheitsrisiken, sodass das Ausmaß und der Schweregrad eines Angriffs in kürzester Zeit genau ermittelt und aktive Gegenmaßnahmen eingeleitet werden können.

    Wir freuen uns auf Ihre Anmeldung zum Webinar.
  • Introduction to Being an Incident Responder
    Introduction to Being an Incident Responder Eric Sigler - Head of DevOps @ PagerDuty Sep 28 2017 9:00 am UTC 60 mins
    Best practices to succeed during major incident response

    What do you do when the unexpected happens and causes customer-impacting downtime? It’s of the utmost importance that you are prepared and can get our systems back into full working order as quickly as possible. It’s crucial to have a well-defined strategy to come together as a team, work the problem, and get to a solution quickly.

    Drawing from the experiences of thousands of operationally mature teams, this incident responder training will help you gain the understanding required to help support your team’s success when mitigating customer-impacting issues.

    Join us to learn:
    •What is incident response?
    •The roles involved in incident response
    •How to incorporate learnings from previous incident responses
    •Skills for success
  • How To: Configuration Management for Macs in the Enterprise
    How To: Configuration Management for Macs in the Enterprise Nick Thompson, Product Manager, Jamf Sep 28 2017 3:00 pm UTC 30 mins
    Configuring PCs for employees has been a pillar of enterprise IT for years. But, with Mac growing in popularity due to user demand, IT needs a streamlined method to manage Mac as efficiently as PC.
    In our webinar, How To: Configuration Management for Macs in the Enterprise, we’ll explain how organizations can best prepare Macs for employees while aligning with PC security requirements.

    You’ll learn:

    •New ways to deploy Macs
    •What configurations are available for macOS
    •How to meet security standards for Mac

    Presenter Info:
    Nick Thompson is on the product team at Jamf, an Apple device management solution for IT professionals. Nick is passionate about technology in the enterprise and closely follows the enterprise mobility management industry. He previously worked at Apple helping companies implement Mac and iOS deployments.
  • Remote Endpoint Management and PCoIP Management Console
    Remote Endpoint Management and PCoIP Management Console Paul Barrett, Systems Specialist, Teradici Sep 28 2017 5:00 pm UTC 30 mins
    Are your users tired of having to login to the corporate network via VPN? Do you wish you could manage at-home devices remotely? In our latest release of PCoIP Management Console, we’ve added the ability to manage both office-based and at-home PCoIP Zero Clients.

    During this 30-minute webinar you’ll learn the best ways how to set up PCoIP Zero Clients so your employees or external consultants can be productive from wherever they happen to be.

    The demonstration will cover how to:
    •Configure PCoIP Zero Clients for off-site employees or contractors
    •Determine the best WAN settings to recognize out-of-office devices
  • Informatica ETL Health Checks: Best Practices You Need to Know
    Informatica ETL Health Checks: Best Practices You Need to Know Chuck Ezell, Data Integration Global Practice Lead, Datavail Sep 28 2017 5:00 pm UTC 60 mins
    ETLs are the life blood of your reporting systems. The power Informatica gives you in your data extraction, transformation, and loading jobs is unquestionable and there are a myriad of ways to create amazing workflows using Informatica.

    However, when was the last time you did a health check on your Informatica implementation? Even though metadata, logs, and monitoring details in PowerCenter provide incredible insight, valuable data points can go unutilized.

    Join us for our webinar on Informatica ETL Health Checks and we’ll give you some ideas on how you can perform some quick Informatica Health Check tasks based our operational experience supporting customers and our experience tuning large enterprise Informatica ETL workflows. Keeping your Implementation running clean and using all the data points within the system to your advantage will give you some powerful operational insight.
  • Automating Critical Security Controls for Threat Remediation and Compliance
    Automating Critical Security Controls for Threat Remediation and Compliance John Pescatore and Tim White Sep 28 2017 5:00 pm UTC 60 mins
    Trends like the increased use of cloud computing by businesses and their vendors introduce new complexities in reducing risk and assessing security across the supply chain. Demonstrating continuous risk reduction and compliance with internal policies and external regulations, fixing violations and configuration drift, centrally managing exceptions, and documenting progress are all common challenges.

    The Center for Internet Security’s (CIS) Critical Security Controls (CSCs) were selected and prioritized by leading security experts to stop today’s most common and serious cyber threats. By implementing these controls, organizations can improve their security posture and reduce the risk of threats to critical assets, data, and network infrastructure.

    In this webcast, SANS Senior Analyst John Pescatore and Tim White, Director of Product Management for Qualys Policy Compliance (PC), will discuss how you can achieve continuous security and compliance, and leverage Qualys solutions to address all 20 CSCs.

    The presentation will encompass:

    • An overview of the CIS Critical Security Controls, including ongoing updates
    • Success patterns organizations have demonstrated for using the controls to their advantage
    • How an automation can reduce the staffing load to determine whether controls are in place and effective
    • How to prioritize remediation efforts
    • Real-world examples of recent attacks that leveraged misconfigured systems

    This webcast will include a demo and Q&A session with the speakers.
  • Designing with DFS Channels
    Designing with DFS Channels Devin Akin, CEO, Divergent Dynamics Sep 28 2017 6:00 pm UTC 60 mins
    One of the most common questions that Wi-Fi expert Devin Akin hears from Wi-Fi professionals is, “Should I use DFS (UNII-2 and UNII-2e) channels in my Wi-Fi design?” There are many moving parts to DFS, and the regulatory rules differ depending on where the Wi-Fi network implementation is located.

    This webinar sheds light on regulatory requirements and new advancements in DFS channel scanning. Devin will cover:

    · Expected vs. common client device behavior

    · Troubleshooting real and false positive events

    · How Dual 5GHz can impact designing with DFS

    · Designing by area, and for high density and capacity

    · New 802.11 amendments impact client behavior

    If you design medium and large Wi-Fi networks, this is a must-attend webinar.

    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 Relevance of Omnichannel Banking in the Age of Digital Disruption
    The Relevance of Omnichannel Banking in the Age of Digital Disruption Eric Crabtree, VP & Global Head, Financial Services, Unisys & Daniel Latimore, Senior Vice President, Banking, Celent Sep 28 2017 6:00 pm UTC 60 mins
    Digital disruption in the banking arena is accelerating. Pure digital firms have raised the bar for customer expectations regarding convenience, service, and speed. Fintech companies are taking over profitable areas such as payments, lending, and retail investments. In this new world, banks need to create a seamless, personalized customer journey. This journey must be marked by intuitively grasping and fulfilling the customer’s next demand.

    But how do banks create this sought-after customer experience? The answer is found in building a cohesive ecosystem incorporating the perfect blend of both digital and physical touchpoints.

    Discover how to grow wallet and market share by making customer journeys easy and frictionless across all touchpoints. As you simplify the way customers interact with your bank, you will reduce costs and free up both staff and capital, which you can then apply to support further innovation and growth.

    About The Speakers:

    Eric Crabtree, VP & Global Head, Financial Services, Unisys
    Eric Crabtree is the global leader for Financial Services. In his current role, Eric is building a cohesive strategy for the financial services vertical, by leveraging the extensive domain expertise across the Unisys portfolio and ensuring that solutions and services are delivered in a way that enable our clients to meet their strategic goals and objectives.

    Daniel Latimore, Senior Vice President, Banking, Celent
    Daniel W. Latimore, CFA, is the Senior Vice President of Celent’s Banking group and is based in the firm’s Boston office. Mr. Latimore’s areas of focus include the banking ecosystem, digital and omnichannel banking, and innovation.
  • Delivering Microservices with an HAProxy-Powered Service Mesh 
    Delivering Microservices with an HAProxy-Powered Service Mesh  Nenad Merdanović Product Manager, HAProxy Technologies & Tim Hinds Product Marketing Director | Co-Founder, HAProxy Oct 3 2017 3:00 pm UTC 60 mins
    Microservices architectures require highly dynamic application delivery controllers to deliver a multitude of services reliably and with bulletproof security. HAProxy is at the core of application delivery for some of the largest and most complex microservices architectures in the world. HAProxy's proven stability and performance can be used to drive your microservices environment using new features including hitless reloads/upgrades, server-templates, Runtime API, DNS service discovery and more.
     
    In this webinar presented by HAProxy Technologies, you will learn:
    •How How HAProxy succeeds in the new microservices architectures
    •Which HAProxy features are most helpful in delivering microservices
    •What new features are on the HAProxy roadmap that support microservices delivery
    •How to create a performant and resilient service mesh with HAProxy
    •How leading companies like Yelp and Yammer run huge service meshes backed by HAProxy
  • ServiceNow Innovation in 2017: The Hype vs. The Reality
    ServiceNow Innovation in 2017: The Hype vs. The Reality Ross Rexer, Paul Wydra Oct 3 2017 5:00 pm UTC 60 mins
    Join our ServiceNow Experts for a virtual conference on ITSM transformation.

    In 2017, you shouldn't be dealing with chaotic help desks or excel sheets. It's time to learn what you're missing.

    It's not just hype, your peers are using ServiceNow to modernize their IT services. Learn how a best-in-class, cloud platform can rapidly reduce costs, lower risk, improve business agility, and boost IT innovation.
  • ¿Sus clientes confían en la seguridad de su compañía, productos y servicios?
    ¿Sus clientes confían en la seguridad de su compañía, productos y servicios? Leonardo Carissimi, Experto en Seguridad y Director de Soluciones de Seguridad en América Latina de Unisys Oct 3 2017 5:00 pm UTC 60 mins
    ¡Conozca las preocupaciones de sus clientes y actúe!

    El Unisys Security Index mide las preocupaciones de los consumidores en problemas relacionados a la seguridad nacional, personal, financiera y en Internet. El Índice Global de Seguridad mostró en 2017 un aumento de 20% en la preocupación general de seguridad. Aprenda más en este webinar sobre los detalles del estudio, cómo hacer frente a ciber amenazas, qué opinan los consumidores sobre el Internet of Things, y gánese la confianza de sus consumidores mientras continúa su proceso de Transformación Digital.

    Leonardo Carissimi, Experto en Seguridad y Director de Soluciones de Seguridad en América Latina de Unisys. Cuenta con más de 20 años de experiencia en la industria de seguridad. En Unisys, ayuda a construir un mundo más seguro mientras transforma la industria de seguridad con el innovador enfoque de micro-segmentación, así como con la Arquitectura de Seguridad Adaptativa y la Inteligencia de Ciber-Amenazas.
  • Executive Interview: Aaron Newman, CloudCheckr CEO & Co-founder
    Executive Interview: Aaron Newman, CloudCheckr CEO & Co-founder Aaron Newman, CloudCheckr CEO & Co-founder and Todd Bernhard, CloudCheckr Product Marketing Manager Oct 3 2017 6:00 pm UTC 60 mins
    Learn about the cloud, and CloudCheckr, from the co-founder and CEO, Aaron Newman. Join us for this lively discussion of the industry, and where the cloud and CloudCheckr are headed. Ask questions as well!
  • How Dimension Data and SAP are enhancing the sports fan experience
    How Dimension Data and SAP are enhancing the sports fan experience Matthew O’Connor, Dimension Data & Dr. Bernhard Escherich, SAP SE Oct 4 2017 1:00 pm UTC 45 mins
    Sports fans are no longer satisfied with simply watching events from a distance. Digital technologies can bring them closer to the action than ever and enhance the live sports experience with a wealth of data and digital services.

    The smart stadium market is booming in response, and is expected to reach USD 17.3 billion by 2021. In this webinar, Dimension Data and SAP SE will outline how to build the connected stadium of the future. They will also take a deep dive into the way new technologies are supporting innovative fan services, from smart ticketing and stadium-wide 5G to virtual reality viewing experiences.

    Speakers:

    Matthew O’Connor, Head of Strategy and Business Development, Sports Practice at Dimension Data

    Dr. Bernhard Escherich, Head of New Markets & Live Venue, Sports & Entertainment, at SAP SE
  • Email: Your Organization’s Best Friend or Worst Enemy?
    Email: Your Organization’s Best Friend or Worst Enemy? Email Oct 4 2017 5:00 pm UTC 90 mins
    In this 60-minute webinar, Pillsbury’s Cathie Meyer and Kroll’s Erik Rasmussen will detail how and why your organization’s best friend in email can quickly turn into your worst enemy. They will discuss ways you can build better security into your email processes and detail the legal and technical best practices of “email hygiene.”

    You will learn:
    • Why and how criminals try to compromise business and organizational emails
    • How they profile targets for maximum impact
    • What technical tools and scams they use to gain access into systems
    • What legal issues exist and how you can address a changing legal landscape
    • How you can improve your protection and response capabilities

    Email security presents unique and sometimes complex challenges, and no system can be 100% failsafe, but you can vastly improve your organization’s ability to defend itself through specific processes and approaches. In this webinar, you will learn strategies and processes you can implement, so your organization can enjoy the full benefits of email while reducing risks.

    Presented by
    • Cathie Meyer, Senior Counsel, Pillsbury
    • Erik Rasmussen, North American Practice Leader, Cyber Security and Investigations, Kroll
  • The Future of Self-Service: Empowering and Educating Customers
    The Future of Self-Service: Empowering and Educating Customers Kelly Doherty, Doug Tedder, Al Hopper, Sam Armstrong and Megan Selva (moderator) Oct 4 2017 5:00 pm UTC 60 mins
    Customer service has changed a great deal over the last decade. Currently, one of the major trends has us all moving toward self-service—but organizations can’t simply put up an FAQ page and expect everything to fall into place. Sure, it’s supposed to help alleviate contact volume, but the ramifications of self-service on the support center go way beyond that.

    As part of our Customer Service Week festivities, we’ve assembled a panel of experts to discuss the current and future impact and demands of self-service.

    Join us to find out:

    * How to onboard customers to self-service
    - Walk-through guides, documents, videos, step-by-step rep involvement
    * The support team’s role in self-service
    - When to deflect to self-service vs. just solving the issue
    * The downstream impact of self-service, both positive and negative
    - Does it cause more complex questions or do customers begin to educate themselves?
  • Seus clientes confiam na segurança da sua empresa, produtos e serviços?
    Seus clientes confiam na segurança da sua empresa, produtos e serviços? Leonardo Carissimi, Especialista em Segurança e Diretor de Soluções de Cybersecurity para América Latina da Unisys Oct 5 2017 3:00 pm UTC 60 mins
    Saiba mais sobre as preocupações dos seus consumidores!

    O Unisys Security Index mede as preocupações dos consumidores em questões relacionadas à segurança nacional, pessoal, financeira e da Internet. O Unisys Security Index mostrou um aumento de 20% na preocupação de segurança geral em 2017. Saiba mais neste webinar onde iremos apresentar os detalhes do estudo e falar sobre como lidar com ameaças cibernéticas, o que os consumidores pensam sobre Internet das Coisas, e como aumentar a confiança de seus consumidores enquanto sua empresa avança na Transformação Digital.

    Leonardo Carissimi, Especialista em Segurança e Diretor de Soluções de Cybersecurity para América Latina da Unisys. Possui mais de 20 anos de experiência no setor de segurança. Na Unisys, ajuda a construir um mundo mais seguro, ao mesmo tempo em que transforma o setor de segurança com uma inovadora abordagem de microssegmentação, bem como a arquitetura de segurança adaptativa e a inteligência de ameaças cibernéticas.
  • Managing iOS 11 and macOS High Sierra Upgrades
    Managing iOS 11 and macOS High Sierra Upgrades Nick Thompson, Product Manager, Jamf Oct 5 2017 6:00 pm UTC 60 mins
    Are you ready for macOS High Sierra, iOS 11 and tvOS 11? These new operating systems are here and chocked full of exciting productivity features that your users can’t wait to get their hands on. To help you empower the masses and seamlessly upgrade all of your devices, Jamf Pro offers same-day support for each new Apple OS and ensures management continuity throughout the process.

    In our webinar, Managing iOS 11 and macOS High Sierra Upgrades, we’ll walk you through the upgrade process, explain best practices to follow and point out “gotchas” you’ll want to avoid.

    You’ll learn:
    •What’s new for IT management in iOS 11 and macOS High Sierra
    •How to leverage inventory data to prepare for upgrades
    •Strategies for best rolling out your OS deployments

    Presenter Info:
    Nick Thompson, Product Manager, Jamf

    Nick Thompson is on the product team at Jamf, an Apple device management solution for IT professionals. Nick is passionate about technology in the enterprise and closely follows the enterprise mobility management industry. He previously worked at Apple helping companies implement Mac and iOS deployments.