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IT Service Management

  • Countdown to GDPR - Reduce your Risk
    Countdown to GDPR - Reduce your Risk Darron Gibbard, Managing Director, EMEA North at Qualys & Jonathan Armstrong, Partner at Cordery Recorded: May 24 2017 60 mins
    This is a must-attend webcast for anyone working for an organisation within Europe and responsible for the security of personal data.

    You are probably already thinking about the EU General Data Protection Regulation (GDPR) and the huge potential fines of €20m or 4% of annual worldwide turnover.

    For organisations headquartered across EMEA, GDPR is a key focus for the next 12 months as the 25 May 2018 deadline approaches. Qualys solutions can help your organisation prepare and comply with GDPR.

    During this webcast, Jonathan Armstrong, Compliance and Technology Lawyer, Partner at Cordery, will answer any compliance questions and highlight the key areas to consider. Darron Gibbard, Managing Director, EMEA North at Qualys, will show you how to know and control your data, assets and suppliers.

    You will get practical advice on:

    - What you need to focus on: data, assets, suppliers
    - Who you should involve: key stakeholders and departments
    - How you can automate processes with Qualys Security Assessment Questionnaire

    This webcast will include a live Q&A session.
  • Spot & Patch Web App Bugs in One Click
    Spot & Patch Web App Bugs in One Click Vikas Phonsa, Product Management, Qualys WAF and Frank Catucci, Product Management, Qualys WAS Recorded: May 23 2017 57 mins
    Web application security is becoming increasingly complex due to the continuously evolving threat landscape, the diverse nature of web applications, and the broad range of systems needed to manage security.

    Qualys simplifies web app security with an end-to-end solution.

    During this webcast, presenters Vikas Phonsa and Frank Catucci will show you how you can:

    * Scan your apps using Qualys Web Application Scanning (WAS)
    * Deploy one-click virtual patches for detected vulnerabilities in Qualys Web Application Firewall (WAF)
    * Manage it all from a centralized, cloud-based portal

    This webcast will include a live Q&A session.
  • Conversational Technologies- The Catalyst For Customer Service Experience
    Conversational Technologies- The Catalyst For Customer Service Experience Sheryl Kingstone, 451 Research; Jordi Torras, Inbenta; & Phil Jennings, Ticketmaster Recorded: May 23 2017 56 mins
    The shift of customer service from a cost center to an engagement center will spur investments in more intelligent automation and conversational approaches to service and commerce. With 76% of customers preferring digital channels to communicate with businesses, and roughly 40% choosing to chat with a business through SMS, social media or Facebook messenger, conversational technologies have forever changed the customer service experience. Learn first-hand, from industry peers, how smart chatbots are improving how businesses converse with customers, and nurture relationships across the customer journey.

    Join the 451 Group, Ticketmaster and Inbenta for this session to discover how:

    •Digital engagement will shift commerce and service from interactions to conversations [The 451 Group predicts that 80% of all customer interactions will eventually be contained in a self-service channel].

    •Customers want self-service options on their own terms, in their preferred channels, including SMS, web or mobile chat. [The 451 Group data shows 55% of survey respondents prefer self-serve tools to avoid calling a customer service agent]

    •How businesses like Ticketmaster leverage enterprise-class chatbots; key factors to include and what to to avoid when launching a chatbot pilot [55% of companies employ self-service solutions; and 26% say they plan to build a chatbot as part of their self-service strategy]
  • Cloud First: A New Competitive Advantage for Modern Enterprises
    Cloud First: A New Competitive Advantage for Modern Enterprises Todd Bernhard, Product Marketing Manager, CloudCheckr Recorded: May 23 2017 19 mins
    The cloud has the potential to eliminate overhead, waste, security risks, and human error, without the hassles of running a traditional data center. Savvy enterprises are taking a “Cloud First” approach to computing resources as a major competitive advantage, enabling organizations to stay lean and increase operational efficiencies, mitigate risks, and save money as they grow.

    During this webcast, CloudCheckr Product Marketing Manager Todd Bernhard will uncover why and how modern enterprises are transitioning to a Cloud First approach, including:

    - Going all-in with the cloud as a major competitive advantage

    - Understanding the differences between on-prem vs. operating in the cloud

    - Choosing the right cloud management tools to gain complete visibility
  • HL7: On the Path to Interoperability
    HL7: On the Path to Interoperability Wayne R. Kubick, Health Level Seven International and Brian Philips, NETSCOUT Recorded: May 23 2017
    HL7 is growing as a wide-ranging solution to the requirement for improved interoperability. But merely conforming to HL7 specifications is not enough to deliver superior IT performance. This webinar will provide an update through insights into the Standards and explore the steps that healthcare providers are taking in building optimized HL7 application environments.

    In this webinar, learn:

    * Overview of HL7 standards

    * The role of HL7 toward achieving health data interoperability

    * How to leverage HL7 for service assurance to uncover the full context of IT service anomalies crossing multiple layers which contribute to slow application response times and poor patient experience in transmitting health information.
  • Top Ten Things to Consider When Implementing a Service Desk
    Top Ten Things to Consider When Implementing a Service Desk Doug Tedder, Principal, Tedder Consulting Recorded: May 22 2017 32 mins
    Service catalogs are one of those service desk terms we've all heard of, but some of us do not have the time, resources, or a clear idea of how to create and manage an effective one. With a little bit of thought and planning, the service catalog can become one of the most valuable artifacts of your entire ITSM implementation. Doug Tedder, ITSM and IT governance consultant, will provide:

    * Critical factors to consider before developing your service catalog
    * The top things companies don't think about when thinking about a service catalog
    * Tips to consider before implementing and managing an effective service catalog

    About the Presenter:

    Doug Tedder is the principal of Tedder Consulting LLC, an ITSM and IT governance consulting practice. Doug is a strategic, innovative, and solutions-driven service management professional with more than twenty five years of experience across a variety of industries. He is a resourceful, pragmatic, and hands-on leader with a proven track record of success implementing ITSM processes, focusing on value delivery and organizational transformation.

    Doug is a Fellow in Service Management (FSM), an ITIL Expert and v2 Service Manager, and a certified ISO/IEC 20000 Consultant Manager. He holds all of the ITIL Capability certificates, and he’s a certified ITIL Foundation trainer. As an active volunteer within the ITSM community, Doug is a frequent presenter at industry user group meetings, webinars, and conventions. He is also a former president of itSMF USA.
  • TechTalk: CloudCheckr New Features (April - May)
    TechTalk: CloudCheckr New Features (April - May) Todd Bernhard, Product Marketing Manager, CloudCheckr Recorded: May 19 2017 19 mins
    During this live webinar, learn the latest enhancements to the CloudCheckr Cloud Management Platform. Todd Bernhard, Product Marketing Manager for CloudCheckr, will highlight the newest noteworthy features, and show you how you can stay updated going forward.

    The CloudCheckr service is updated frequently… every week in fact, so it’s a challenge to stay informed on all of the new features. Attend this webinar and learn the important updates including:

    - Leverage price drops and new pricing policies for AWS Reserved Instances
    - Access over 450 Best Practice Checks
    - Save time and effort with “Fix Now” capabilities
  • Your Service Desk from Meek to Magic
    Your Service Desk from Meek to Magic Damian Bowen, ITSM Consultant at ITSM Value Recorded: May 19 2017 46 mins
    How is your service operation seen within the business? Good? Magic? Brilliant? Or perhaps meek? How your service operation is viewed within the business depends on many factors: communication, resolution, innovation etc., and all these factors are linked. Having previously helped NTT DATA to the title of SDI Service Desk of the Year, Damian Bowen says you must start by understanding how you are perceived. Then, it’s about telling the right story to build your reputation for delivering value and linking your service operation to the strategy and vision of your business.

    About the speaker:

    Damian has worked in the IT Industry for over 25 years, including the last 8 years as Director of IT & Service Delivery in the UK for one of the largest global SI’s (the $13bn turnover NTT DATA). Damian has transformed the Service Operations of NTT DATA and a number of other leading organisations.
  • Into the Future: IT Service Management 2020
    Into the Future: IT Service Management 2020 Jarod Greene, VP of Product Marketing, Cherwell; and Troy DuMoulin, VP of Research and Development, Pink Elephant Recorded: May 18 2017 55 mins
    In this live discussion, IT Service Management experts Jarod Greene and Troy DuMoulin will dive into the future of ITSM. Based on insight from 15 IT leaders, they will discuss the top ITSM trends and focus areas that will drive business growth into the future. All attendees will receive a complimentary copy of "IT Service Management 2020," the new eBook featuring expert advice for evolving your ITSM strategy.
  • Operational Technology & IoT Help Move Monitoring Closer to Users
    Operational Technology & IoT Help Move Monitoring Closer to Users Ryan D. Schmierer, Principal Consultant , RS Consulting NW Recorded: May 18 2017 48 mins
    IT organizations have struggled for years to move beyond monitoring of technology components and measure the performance of business processes, services and end user experiences. Operational Technology (OT) and the Internet of Things (IoT) provide a unique opportunity for service management professionals to embed sensors, collectors and instrumentation capabilities directly into the interactions between users and IT Systems. This webinar will provide an overview of the use of OT and IoT in the IT monitoring context, some management considerations and a look forward at how these capabilities are expected to evolve over the next 2-3 years.
  • Connecting Metrics to Business Value
    Connecting Metrics to Business Value Anthony Orr, ITSM Best Practice Director, ITIL 2011 Author, Samange Recorded: May 18 2017 43 mins
    Many organizations struggle with defining metrics for business and IT value. Metrics are disconnected from real value in such that after they are defined, no one either pays attentions to them or can make a decision relative to the metrics being reported on. In this session Anthony will discuss how to tie metrics to business and IT value for improved decision making. Including how metrics relate to IT projects and operational efficiency and effectiveness.
  • Magic Numbers in ITSM - Measure What Matters
    Magic Numbers in ITSM - Measure What Matters James Finister, Global ITSM Strategist at Tata Consultancy Recorded: May 18 2017 43 mins
    Great managers understand the value of numbers. But for many of us they are a safety net to defend what we do, not a catapult to corporate success.

    Numbers tell a story, and in this session James Finister will tell you how we can use numbers to articulate and communicate the value of IT at a corporate level whilst avoiding common pitfalls

    James will put to to rest the myth of lies, damned lies and statistics whilst promoting a mantra of measure what matters.
  • Optimising the service desk: metrics and data to look for
    Optimising the service desk: metrics and data to look for Miguel Lopez, SVP Managed Service Providers Recorded: May 18 2017 42 mins
    Many look at their Service Desk mainly as a means to means to manage incoming requests. In this webinar, we will discuss how to configure your service desk to provide you with an ongoing means to increase your service efficiency.

    We will review:
    •What types of information you need to look at within your systems
    •Setting up a regular cadence for review
    •What to do with the data you find
  • Successfully manage future-proof business transformations
    Successfully manage future-proof business transformations Marc Leijten and Tjerk Hobma Recorded: May 18 2017 48 mins
    Business climate has changed dramatically, and change has not come to an end yet. As a result, organizations are constantly trying to catch the next wave, but what if the next wave is trying to catch you? Is your business agile enough to deal with all the change? Will you manage to stay ahead of your competition?

    To thrive in the new economy, business transformation is required. The organization, it’s processes, products and services will all need to be optimized to enable continuous innovation and improvement.

    This webcast will be presented in partnership with Novius, creators of the Business Transformation Framework® (BTF), a key enabler for making your strategy work. BTF is a unique approach that connects knowledge of disruptive business models, of new technologies and of successful digital change programs. BTF is agile! With BTF the necessary long term, top down, process of strategic planning belongs to the past. Projects with a high strategic contribution can be started within weeks.

    This approach has proven itself over the past twenty years and will be introduced to you. Over 200 companies have successfully been transformed/are transforming by using this highly successful method.

    Attend this webcast to learn how CA Technologies and Novius can support your transformational efforts and how to break the barriers between ideas and outcomes.
  • Why CMDBs are Sexier than you Think
    Why CMDBs are Sexier than you Think Dan Ortega - Vice President of Marketing Recorded: May 18 2017 3 mins
    Sexy may not be the first word that comes to mind when you think about your CMDB and the operational data of your company… but (seriously) maybe it should be! After all, your CMDB has a number of attractive qualities and (with some care and feeding) could be the ideal partner for a lasting long-term relationship. There are lots of potential reasons this can work, but let’s focus on the top three:
    Substance: Your CMDB is not shallow and fickle, it is strong and deep, with a history as long as your company’s. The CMDB is built on a core of your master data and pulls together all of the facets of operational data your company creates every day. It contains the complex web of connective tissue that can help you understand how your company works. Those insights then become part of the CMDB itself – enabling the strength of your data to be balanced by the wisdom that comes from analytics and self-awareness.
    Long-term potential: You may lust after the latest new tool or trend, but your CMDB will stand by your company’s side through thick and thin, long into the future. It will grow and evolve with you, always be honest about what’s going on, and work with you to provide insights to get your company through troubled times. As your company changes with new markets, products, customers, and competitors or becomes a part of something bigger through acquisition or partnership, your CMDB is there to help you navigate the changes and achieve success.
    Air of mystery: You may never fully understand all of the secrets that your CMDB holds about your company. As you unlock one insight, the potential for others seems to appear magically. What would you expect from something that brings together all parts of your company data and the complex interrelationships in one place for you to explore?
    Deep substance, long-term potential and an air of mystery. Maybe your CMDB is sexier than you think
  • Critical Conversations for Business Success
    Critical Conversations for Business Success Brian Anderson, Chief Marketing Officer at POPin Recorded: May 17 2017 28 mins
    Brilliant ideas can’t impact your company unless you have buy-in from the teams doing the work. And how can you as a leader get that buy-in? With honest and open conversations. The problem is that telling the truth to the boss is usually career limiting for your employees. In this session, Brian Anderson will address the critical conversations you need to have in order for your business to succeed, and how to make these conversations safe and actionable.

    Key Take-aways:

    •Revolutionary ways to have actionable conversations within your company
    •How to help management and employees communicate effectively
    •Targeted questions to help you crowdsource answers to your hardest questions
    •Ways to drive engagement in your company
  • 5 Ways to Improve the IT Service Desk for a Better End User Experience
    5 Ways to Improve the IT Service Desk for a Better End User Experience Stephen Mann Principal Analyst, ITSM.tools & Jaime Spector Product Marketing Manager, SunView Software Recorded: May 17 2017 61 mins
    Many corporate IT service desks continue to be under pressure to deliver better IT support – with end users and customers demanding increased efficiency and a better service, and likely at a lower cost. Service desks can’t afford to stand still, and thus the improvement of their operations, and of IT support overall, should be a crucial part of any corporate IT organization’s strategy and roadmap. It’s a tough ask though – as, after enduring over a decade of budget cuts, finding ways to improve the service desk might appear difficult, especially when operating with limited funding and people.
    Thankfully though, customer engagement and support advancements, including improved support technologies, can provide an easier route to both tangible service desk efficiencies and customer-facing improvements. So please attend this webinar for practical help with five opportunities to improve your service desk operations, and the value it ultimately provides to their business, across:

    1. Meeting consumer-world-driven expectations of access and communication channels (and the people involved within them)
    2. Offering knowledge management capabilities that actually work (for end users and service desk agents)
    3. Increasing employee self-service adoption and value
    4. Automating wherever possible (including the use of machine learning)
    5. Getting more out of your ITSM solution (or investing in one that delivers more)

    About The Presenters:

    Stephen Mann
    Principal Analyst, ITSM.tools

    Stephen Mann is Principal and Content Director at the ITSM-focused industry analyst firm ITSM.tools. Also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals.

    Jaime Spector
    Product Marketing Manager, SunView Software
  • Microservices as Containers on AWS…for Fun and Profit
    Microservices as Containers on AWS…for Fun and Profit Casey Lee, Senior DevOps Engineer at Stelligent, a division of HOSTING Recorded: May 17 2017 59 mins
    The architectural pattern of decomposing an application into microservices has proven extremely effective at delivering software faster. However, this type of an architecture comes with its fair share of challenges.

    Fortunately, Amazon Web Services (AWS) offers many services that can be leveraged to overcome these challenges and adopt microservice best practices. If you are just starting to consider using AWS for running your microservices or if you have already started on the journey and looking for opportunities to improve, then this webinar will be beneficial for you.
  • How to Ensure Top Enterprise Application Performance & Service Management
    How to Ensure Top Enterprise Application Performance & Service Management Bala Vaidhinathan, CTO of eG Innovations and Simon Ritter, Deputy CTO of Azul Systems Recorded: May 17 2017 62 mins
    From pilot to production, eG Enterprise empowers enterprise organizations to deliver a better user experience and increased ROI by delivering comprehensive, converged performance management of Java application services. With optimized Java platforms delivered through Zing, Azul Systems enables Java-based businesses to focus on functionality and long-term lower operating costs rather than daily firefighting. Together, eG Enterprise and Azul Systems offer a proven Java environment designed to optimize the deployment, management, and scale of Java application services.

    Join us for this webinar where Bala Vaidhinathan, CTO of eG Innovations and Simon Ritter, Deputy CTO of Azul Systems will present how:

    - Java Application Service Management can be simplified and made more cost-effective, while delivering a better user experience
    - eG Enterprise enhancements provide insights into Java applications running on the Zing runtime
    - eG Enterprise and Azul Zing working together in a production Java installation can reduce costs, optimize deployments and deliver optimum user satisfaction
  • The Compelling Case for 'Swarming': an Intelligent Alternative to Tiered Support
    The Compelling Case for 'Swarming': an Intelligent Alternative to Tiered Support Paul M. Dooley HDI Faculty Member, ITIL Expert Optimal Connections, LLC Recorded: May 17 2017 49 mins
    The business and IT landscape is changing in significant ways...

    - Business are demanding continuous delivery of new and improved application functionality, as well as performance

    -To help meet this demand, new emerging best-practices such as Agile and DevOps have arrived on the scene, delivering continuous software changes into the live environment

    -The trend toward self-service continues, enabling end users to handle most of the simple issues themselves - engaging the service desk only when complex issues arise

    -Support issues are becoming increasing complex, driving the need for collaboration, and knowledge sharing across IT functional groups (many of which remain "siloed")

    -Customer and user expectations are rising in terms of higher uptime, and faster resolution to any issues

    Nevertheless, many IT organizations and support center continue to implement the traditional "tiered support model" in their service desk and support centers, composed of ...

    Tier 1 - the front line support team of generalists that tries to resolve most issues

    Tier 2 - a second line of specialists that tries to resolve the rest

    Tier 3 - a third line of very specialized developers, technicians, and
    supplier that deal with the most complex issues

    As a result of the dynamics in the changing business and IT environment, the tiered support model - although it has worked and been very popular over the past 30 years - is now coming up short. Many issues end up backlogged in ticket queues, resolution times drag out, costs continue to rise due to the magnitude of escalations, and customer/user satisfaction suffers.
  • Service Management:  Intelligence Must Be Paired with Intelligence
    Service Management: Intelligence Must Be Paired with Intelligence Michele McFadden, AVP, Digital Service Management, BMC Software Recorded: May 17 2017 56 mins
    Efficiency, speed and accuracy are critical capabilities for any help desk service manager. And while there is no doubt your staff is intelligent, that needs to be paired with service desk software that allows them to be intelligent super heroes. Learn why cognitive intelligence can assist IT and business users to complete tasks faster and improve productivity and agility throughout the service management processes and experiences. Important capabilities such as virtual chat, smart recorder, knowledge article checks and categorization proposals are essential components to be intelligent software that supports your intellectual workforce.
  • The New Mandate for Monitoring Infrastructure
    The New Mandate for Monitoring Infrastructure Jim Metzler, Founder and Vice President, Ashton, Metzler & Assoc Recorded: May 17 2017 46 mins
    Join industry analyst, Jim Metzler, for The Mandate for a New Monitoring Infrastructure, where he looks at the developments that are making monitoring within the data center more complicated, and at the solutions to challenges they present.

    Attend the webinar to gain insights into:

    * Trends affecting packet flow visibility

    * Organizational impact

    * Architecting a unified packet plane

    Register today and learn how to meet and overcome these monitoring challenges within the data center.

    Presenter: Jim Metzler, Founder and Vice President, Ashton, Metzler & Assoc

    Jim’s practice focus in on how IT creates business value. Application Delivery, Software Defined Networking (SDN) and Network Function Virtualization are key technical interests. Jim brings over 20 years of experience in a wide variety of networking roles; Engineering Manager, Product Manager, Network Manager, Market Research and managing a consulting organization, to his presentations and work with customers.
  • Panel: 5 Steps to Building a Killer Service Catalog
    Panel: 5 Steps to Building a Killer Service Catalog Erika Flora, ITIL Expert, Principal, Amanda Fairbrother, ITIL Expert, Senior ITSM Advisor, Lindsey Semon, Comm Lead, BEYOND20 Recorded: May 17 2017 63 mins
    Ah, the Service Catalog. Every organization needs one, but few have one they truly love. It sounds so easy, doesn’t it? Create a menu of IT services, then communicate said menu to your customers. Done!

    Sadly, the above scenario is a rare one. While most of our organizations have some semblance of a Service Catalog, it’s often a bit of mess, hasn’t been updated in a while, or lives in a perpetual state of almost done. If any of this sounds painfully familiar to you – or if you fall into the camp of not having a Service Catalog at all – be not afraid!

    Why not? Because the BEYOND20 Catalog Doctors are here to help (trust us, *we’re doctors)! We’ve seen it all, and have helped strategize, design, and build countless Service Catalogs over the years. Our panel of catalog experts (or **doctors) will be sharing their knowledge, recommendations, and practical advice on how to quickly build a Service Catalog both you and your customers will love - with as little pain as is humanly possible.

    *This is patently false. It couldn’t possibly be less true.

    **Not doctors. Can’t stress it enough.
  • Panel: How a Digital Business Model will Impact IT Service Management
    Panel: How a Digital Business Model will Impact IT Service Management Matt Hooper, Tom Catalini, Carlos Casanova, Marcel Shaw Recorded: May 17 2017 59 mins
    Modernize IT by taking a business centric approach to improve current business processes that support organizational objectives. This panel will discuss best practices for building a digital business model, and how IT modernization will impact IT service management

    - Matt Hooper
    Digital Transformation expert, author, podcaster, blogger, & Twitter addict, Matt Hooper is an engaging international speaker on agile business management, leadership, technology, & customer service. His 20+year career has taken him from help desk analyst to CIO. An active member of the ITSM, DevOps, & Agile communities @Vigilantguy

    - Tom Catalini
    Tom Catalini is an author, blogger, and speaker who teaches lessons on professional development and leadership based on his real-world experience as an IT Leader in nearly every type of business environment. He has written 2 books on communication skills for IT professionals (available on Amazon) and blogs at www.tomcatalini.com and on www.CIO.com.

    - Carlos Casanova
    Speaker and co-author of “The CMDB Imperative.” Carlos Casanova is a trusted advisor to Fortune 500 companies, a mentor and coach – someone who strives to do more than simply fix ITSM issues. His decades of experience in a wide range of industries, across large and small organizations enables him to listen and provide sound advice that enable positive business outcomes. Carlos is a blogger at http://carloscasanova.com/blog/ He is also a guest writer for TechTarget and a contributor to Global Podcasts at “All Things ITSM” www.CarlosCasanova.com

    - Marcel Shaw
    IT blogger at who focuses on IT service management, asset management, and endpoint management. Marcel has worked as a technical consultant for over 25 years, and has also consulted as a legal expert witness for a top Washington DC law firm. Marcel works extensively with United States federal government agencies building IT solutions. Twitter - @marcelshaw www.marcelshaw.com
  • APT32: New Cyber Espionage Group
    APT32: New Cyber Espionage Group Nick Carr, Sr. Manager Incident Response, Mandiant, a FireEye Company May 24 2017 3:00 pm UTC 60 mins
    Learn more about APT32 (OceanLotus Group), a Southeast Asian cyber espionage group threatening multi-national companies operating in Vietnam. After long-term monitoring and response of their activities, FireEye has given this threat actor the newest APT designation.

    Join Nick Carr, Sr. Manager of Incident Response, as he shares how Mandiant, iSIGHT Intelligence and FireEye as a Service teams reveal:

    • Who is part of APT32, where they are based, whom they target and how they operate
    • Advice on how to defend against, hunt for and respond to APT32
    • How your organization can improve your ability to detect, prevent and remediate APT32 attacks
  • What You Need To Know About The Service Automation Framework
    What You Need To Know About The Service Automation Framework Jan-Willem Middelburg President of the Service Automation Alliance May 25 2017 9:00 am UTC 45 mins
    Service Automation is the concept of achieving customer loyalty by the use of automated technologies, and it builds upon large demographic and sociological trends. As a society, we have become accustomed to arranging our lives online and expect services that can match those expectations. Service Automation helps to arrange our lives online. This session will bring you up to speed on Service Automation, the concept by which you can automate your service offering. The Service Automation Framework defines a methodical way to discuss Service Automation and provides a step-by-step approach, including a number of design elements and processes, which every organisation can use to systematically enhance its services.
  • Cut the Work From Your Workflow: An Analytics-First Approach
    Cut the Work From Your Workflow: An Analytics-First Approach ExtraHop Team May 25 2017 10:00 am UTC 60 mins
    The digital business is growing at a rate IT can’t match without over-worked staff and costly data storage. Over the next few years, more reliance on cloud hosting and SDN will send your stress levels up and your IT visibility down… unless you take advantage of a smarter workflow designed to scale IT with real-time insight on-prem and in the cloud. Backed by machine learning for “always-on” anomaly detection, the ExtraHop platform redefines analytics for a more productive—and proactive—you.
  • Improve healthcare workflows with Imprivata’s OneSign® SSO & PCoIP Zero Clients
    Improve healthcare workflows with Imprivata’s OneSign® SSO & PCoIP Zero Clients Matt Erich, Dir. of Pre-Sales, Imprivata & Slaven Boskovic, Systems Analyst, Teradici , May 25 2017 3:30 pm UTC 30 mins
    As healthcare organizations look to improve workflows to enable clinicians to spend more time with patients, IT organizations must find ways to keep patient data secure; while providing convenient access.

    Join us for an informative session on how Imprivata OneSign® Single Sign On and PCoIP Zero Clients have improved clinician productivity and resulted in time savings for IT and medical staff; all while enhancing the security of patient data.

    This open Q&A forum will cover how to:
    •Streamline clinical workflows with No Click Access®
    •Increase security to ensure the protection of electronic patient information
    •Meet healthcare compliance requirements with joint solutions from Imprivata and Teradici
    •Provide a consistent user experience that follows clinicians to the point of care

    Q&A will follow at the end of the session.
  • How Does Your Contact Center Stack Up? 
    How Does Your Contact Center Stack Up?  Kate Leggett, Forrester and Scott Gluck, NewVoiceMedia May 25 2017 4:00 pm UTC 60 mins
    Today’s standards are forever-rising for Contact Centers when it comes to providing excellent customer service that must be seamless, personal, and speedy. To ensure these standards are met, KPI’s are set both for the agents and for the contact center. Problem is, do you know where your center stacks up to the industry average?

    This webinar will highlight
     
    • Industry benchmarks that every call center is aiming to achieve, 
    • How other contact centers are achieving these benchmarks, 
    • Best Practices and framework of how to achieve higher than industry KPI's.
  • Nampa School District achieved high standards for IT Service Management.
    Nampa School District achieved high standards for IT Service Management. Peter Jurhs May 25 2017 5:00 pm UTC 45 mins
    Please join us for a free interactive webinar to learn how Nampa School District achieved high standards for IT Service Management.

    Mr Peter Jurhs - Director of Information Services- will share his experience and knowledge during this 45 minutes Webinar.
    “My team is able to properly categorize and track issues so we can proactively fix things that are broken before productivity and/or learning are impeded. We can quickly triage and prioritize our activity letting us responsively fix things like a broken key on a computer keyboard and hence maximize the availability of that computer.”

    QUICK FACTS ABOUT THE NAMPA SCHOOL DISTRICT

    - 1 Administrator- 10 Agents
    - 57 tickets per day
    - 88% Customer Satisfaction

    - 17,000 K-12 Students
    - 23 schools - 14 Elementary Schools - 4 Middle Schools - 4 High Schools -1 Career Technical School
  • How CloudCheckr Makes 1.7 Million EC2 Decisions Easy
    How CloudCheckr Makes 1.7 Million EC2 Decisions Easy Todd Bernhard, Product Marketing Manager, CloudCheckr May 25 2017 5:00 pm UTC 60 mins
    Choosing to move to the Cloud is a great decision, but it’s the first of many more decisions. You have to choose from 70 instance types, with 14 purchase options, running your choice of 4 operating systems, across dozens of availability zones and regions with distinct choices for tenancy and block storage. When you add it up, there are over a million options. In fact, Gartner has calculated that the number of decisions just for deploying an EC2 instance is over 1.7 million.

    It’s easy to make the wrong decisions and spend too much or be underprepared to meet demand. There’s only one way to make such decisions reliably and efficiently and that is to automate and follow best practices. In this in-depth discussion and demonstration, Todd Bernhard, CloudCheckr Product Marketing Manager, will show how to use CloudCheckr's Best Practices tool to manage costs.

    Join us for a "Deep Dive" into some of the 450+ Best Practice Checks offered by CloudCheckr to:

    - Make sure you are not paying for unused resources

    - Ensure the resources you are indeed using are being used at a high level of utilization

    - Identify areas where you can save money
  • Using e-Infrastructures for Biodiversity Conservation
    Using e-Infrastructures for Biodiversity Conservation Gianpaolo Coro, CNR-ISTI & BlueBRIDGE consortium May 30 2017 9:00 am UTC 75 mins
    An e-Infrastructure is a distributed network of service nodes, residing on multiple sites and managed by one or more organizations. E-Infrastructures allow scientists residing at distant places to collaborate. They offer a multiplicity of facilities as-a-service, supporting data sharing and usage at different levels of abstraction, e.g. data transfer, data harmonization, data processing workflows etc. e-Infrastructures are gaining an important place in the field of biodiversity conservation. Their computational capabilities help scientists to reuse models, obtain results in shorter time and share these results with other colleagues. They are also used to access several and heterogeneous biodiversity catalogues. This webinar will focus on how the BlueBRIDGE e-Infrastructure and Virtual Research Environments can enable data sharing and experiments reproducibility and repeatability in the biodiverisity conservation field. Examples of tools that can be adopted by the audience will be also showcased. Webinar contents in brief:

    e-Infrastructures and Virtual Research Environments
    Geospatial data visualization and representation
    Statistical models for species distribution modelling
    Accessing large heterogeneous biodiversity data catalogues
    Signal processing of biodiversity-related observations
    Machine Learning applied to species observation records
    Lexical search in large taxonomic trees
    Cloud computing applied to biodiversity analyses
  • Stopping Malware Before It Reaches Your Network
    Stopping Malware Before It Reaches Your Network Jonathan Barnett | Sales Engineer May 30 2017 5:00 pm UTC 45 mins
    Malware defenses have typically been concentrated at the network edge and then at the endpoint layer. When so much business is now in the cloud and user Internet requests are resolved outside the network it’s time to manage and control at the cloud ‘domain’ layer too. This webinar looks at a simple, fast, highly effective and easy way to block most malware before it reaches your network and deliver more secure Internet access at the same time.
  • 5 Smart Ways Smartronix & CloudCheckr Make the Cloud Simple at Scale
    5 Smart Ways Smartronix & CloudCheckr Make the Cloud Simple at Scale Alana Biltucci, CloudCheckr Director of Partner Services + Rick Kelley, Smartronix Director of Technology May 30 2017 6:00 pm UTC 60 mins
    Cloud services can be disruptive to an organization, but massive transformational benefits can be achieved by partnering with a Premier Managed Services Provider like Smartronix that truly understands enterprise-class workloads. As organizations mature in their use of cloud services, they’re frequently concerned with managing utilization, assuring security and privacy, and proper governance of their environment.

    Smartronix, a Leader in Gartner’s Magic Quadrant for Public Cloud Infrastructure Managed Service Providers, provides a comprehensive set of tailored services that enable modern enterprises to optimally consume and secure cloud services. From large-scale implementations to optimization, a comprehensive, holistic approach enables Smartronix to help customers succeed in the cloud.

    Join CloudCheckr and Smartronix on Tuesday, May 30th at 2 PM Eastern, 11 AM Pacific for an exclusive webinar and hear from the experts on the challenges and opportunities of migrating and operating in the cloud, and why selecting a Premier Managed Service Provider is critical.

    Attendees will learn:

    ✔️5 smart ways to make your cloud transformation bulletproof
    ✔️Best practices for designing a scalable, flexible cloud environment
    ✔️What to look for in a Managed Service Provider for cloud computing
    ✔️The impact that today’s cyber security & compliance landscape has on your cloud
    ✔️How Smartronix leverages the CloudCheckr platform for their MSP business

    Register for the webinar today to save your spot!
  • Just in Time Automation
    Just in Time Automation Jeff Kunzelman, Chief Technology Officer at POPin May 31 2017 3:00 pm UTC 60 mins
    The classic way of identifying, developing, testing and rolling out new technology relies on management to identify a bottleneck and set a deadline, product management to scope the issue and develop the requirements and then the development time “sprints” through an agile process to deliver the goods. Once the solution was rolled out, the employees suddenly had another process with which they had to comply.

    Now, however, there is a better way. IT and development leaders can crowdsource roadblocks from their audience as well as their teams instead of guessing what to address, which will tell them exactly where technology can automate processes and solutions in order to make it easier for their employees. The result? Solutions employees actually need that are built the best for your organization.

    Join Jeff Kunzelman, Chief Technology Officer at POPin, as he discusses how crowdsolving and automation can revolutionize your business. Specifically, expect to takeaway:

    •Examination of past and current ways of handling development
    •Identification of ways to avoid bottlenecks
    •Examples of successful crowdsourcing
    •Best practices for technology automation
    •Solutions for employee-driven initiatives
    •And more…
  • Hybrid cloud and DevOps: What problems do Ops teams need to solve?
    Hybrid cloud and DevOps: What problems do Ops teams need to solve? Sandeep Parmar, Dir of Consulting Services, J9 Technologies, Inc and Neil Miles, Product Marketing Manager, HPE May 31 2017 5:00 pm UTC 60 mins
    Every operations team is on a journey. But is the goal becoming a ‘Digital Enterprise’, or is it ‘Hybrid IT’ or ‘DevOps’? What if it is all three?

    IT operations can no longer afford to solve only one problem at a time.

    This webinar will examine the challenges Ops teams face in meeting interrelated business requirements. We will speak to the automation requirements that are needed to satisfy these challenges. Then we’ll dive into the benefits of using hybrid cloud management together with application delivery automation in moving Ops closer to all these end goals. Ops teams need more powerful tool sets to deliver complex cloud services faster and to be successful in DevOps oriented organizations.

    J9 will share their experiences in working on cloud management projects and HPE will provide an overview of the HPE Hybrid Cloud Management solution suite for unifying hybrid IT management and accelerating application delivery.
  • Digitizing legacy POS for Omni-channel Integration
    Digitizing legacy POS for Omni-channel Integration Hariharan Ganesh - Head of Enterprise Integration, Aspire Systems Jun 1 2017 5:30 am UTC 60 mins
    Since its advent in 1974, POS has managed almost 100% of transaction processing with utmost efficiency. Even though modern Cloud POS helps to establish digital experience, traditional legacy POS systems cannot meet digital requirements and diminish the customer experience, online reachability as it lacks real-time access, inventory management & Omni-channel capabilities.

    Learn how you can make your existing legacy POS more powerful & connected with your digital strategy to meet modern customers.
  • Managing Connectivity With High Density Modular Cabling Systems
    Managing Connectivity With High Density Modular Cabling Systems David Cuthbertson Jun 1 2017 12:00 pm UTC 45 mins
    Increasing connectivity densities and use of modular fibre components is great for flexible cabling provision, but presents extra challenges for those having to manage infrastructure connectivity. David’s overview of best practice methods will help avoid both low and high density “spaghetti” and unnecessary disruption in the data centres.
  • Setting Up Profiles in PCoIP Management Console for Ease of Management
    Setting Up Profiles in PCoIP Management Console for Ease of Management Paul Barrett, Systems Specialist, Teradici Jun 1 2017 5:00 pm UTC 45 mins
    Looking for the ins and outs of PCoIP Zero Client profile management with PCoIP Management Console? For ease of PCoIP Zero Client management, the software allows you to create profiles that contain a list of the settings you want to apply to one or more groups of endpoints. Once a profile is configured, you can apply the same criteria to a group or schedule for a future date. During this 30-minute webinar you’ll learn the best ways to create, import and manage profiles.

    The demonstration will cover how to:
    •Configure a profile and apply settings
    •Change a profile association and navigate between profile settings
    •Duplicate, re-name, edit or delete a profile
    •Update firmware only for all endpoints
    •Migrate profile properties from PCoIP Management Console 1.x to 2.x

    Q&A will follow at the end of the session.
  • How to Avoid the Top 7 Mistakes Made When  Managing Citrix Performance
    How to Avoid the Top 7 Mistakes Made When Managing Citrix Performance Raymond Otero, Manager of End-User Computing, Anexinet; Srinivas Ramanathan, CEO, eG Innovations Jun 6 2017 4:00 pm UTC 60 mins
    With Citrix XenApp and XenDesktop being two of the most critical and performance-sensitive applications used in enterprise networks today, Citrix performance management is of vital importance for a positive user experience and business continuity.

    Join us for this webinar where we will discuss the top seven mistakes that IT professional make when managing their Citrix-based services as well as the best practices to address and avoid these mistakes to ensure positive user experiences and business operations.

    You will discover how:

    - Performance management is no longer just about monitoring CPU, memory and disk resources
    - When a user complains that "Citrix is slow", it is not always a Citrix issue
    - Built-in tools provided in the Citrix stack are useful, but not always sufficient for managing performance end-to-end
    - Virtual desktops are VMs, but you can't confidently use monitoring tools you've used for virtual servers to monitor virtual desktops
    - You don't always have to involve your experts in problem diagnosis
    - Performance management is more than just about troubleshooting problems
    - You shouldn’t worry about performance management just after you have deployed the Citrix infrastructure
  • Between a ROC and a Hard Place with PCI?
    Between a ROC and a Hard Place with PCI? Jennifer Pesci-Anderson, Jeff Avery Jun 6 2017 4:00 pm UTC 60 mins
    Learn how to conquer and manage the PCI process. Businesses are challenged with attempting to continuously monitor their PCI environment, responding when something changes and managing all the information to gather evidence and generate the report on compliance (ROC) or attestation on compliance (AOC). Verterim is providing a 3 part, educational PCI series to address some of these business challenges and provide our tips on how you can take advantage of technology you may already have in house. The first 30 minute BrightTalk will look at the PCI process at a higher level and provide a view into a standard RSA Archer use case to help solve the problem. Join our GRC practitioners, Jennifer Pesci-Anderson, National Practice Lead and Jeff Avery, Engineer on May 11 from 12-12:30 to see how you can address your PCI business challenges.
  • Best Practices: Diagnosis and Resolution of Network and Application Performance
    Best Practices: Diagnosis and Resolution of Network and Application Performance Sameer Khanna and Eric Gray, Chief Solutions Architects, NETSCOUT Jun 6 2017 5:00 pm UTC 60 mins
    Sometimes the IT organization is the last to know when there’s a problem with your enterprise network.

    Whenever there’s a performance issue lying somewhere in your complex network infrastructure, end users are usually the first to alert. By the time you get the call, frustrations are high and business impacts are painful.

    Join NETSCOUT for this webinar and learn about:

    • Challenges to getting to root-cause correctly and quickly

    • How to gain the visibility you need to resolve and even prevent issues

    • Real-life examples of how Enterprises have reduced time to know and repair

    • See how NETSCOUT can now be deployed in cloud environments
  • The Cloud Visibility Challenge: Can IT Leaders Keep On Top of Cloud Spending?
    The Cloud Visibility Challenge: Can IT Leaders Keep On Top of Cloud Spending? Tim Jesser, Snow Software featuring Forrester VP Andrew Bartels Jun 7 2017 3:00 pm UTC 60 mins
    Cloud solutions offer many benefits - lower initial costs, faster deployments, lower operating costs, and more product innovation. But they also enable business units to buy technology without the knowledge or involvement of the CIO. This creates a visibility challenge for the CIO and the IT function. "Dark" cloud spending can create security exposures, compliance risks, higher costs and operational problems.

    Join Snow Software and a guest from Forrester Research as they:

    • Explore the shift in IT spend and how it is driving the need for CIOs to redefine themselves as the Chief Influence Officer.
    • Share how to use data and intelligence about what’s happening on the network to protect against unplanned expenditure
    • Show how you can retain control of costs, optimization and risk in your IT operations.

    Start shaping your future role in the digital business today.
  • Live Demo of OptiView XG
    Live Demo of OptiView XG Tony Fortunato, Senior Network Performance Specialist with The Technology Firm Jun 7 2017 5:00 pm UTC 60 mins
    Troubleshooting performance problems in today’s networks is only getting more complex:

    • Growth of 10G links with limited visibility
    • Increasing demands on wireless networks
    • Complex infrastructure with outdated documentation

    Last thing you need are hard-to-use tools that are complex in themselves or require extensive training before you can effectively use them.

    Please join us for a free webinar where Tony Fortunato will talk about these issues and present a live demo of the OptiView® XG Network Analysis Tablet. Tony will also be answering some of the questions he has received since the last session and spend a bit more time on traffic generation and SLA testing.

    XG expedites network performance problem solving by automating root cause analysis and providing guided troubleshooting to address problem areas - anywhere on the network – wired or wireless.
  • Frame the Change: How to position an agile transformation in your organization
    Frame the Change: How to position an agile transformation in your organization Brian Adkins, Principal Agile Coach and Skip Angel, Transformation Consultant at CA Technologies Jun 8 2017 5:00 pm UTC 60 mins
    Today’s markets move with incredible speed. You’re bombarded with new competitive threats every day. New companies, new products, new technologies. At the same time, opportunities are opening up like never before, all demanding sophisticated evaluations and quick decisions.

    In this Business Agility Coach’s Corner discussion, you will learn how to shift your organization’s mindset and prepare for an agile transformation. You’ll get the information and support you need to drive groundswell and ensure you are on the path to increased business agility and transformational success.

    Join us on Thursday, June 8, 10am PT / 1pm ET, for a discussion with Brian Adkins, Principal Agile Coach and Skip Angel, Transformation Consultant at CA Technologies to talk about:
    • If your organization’s operational and legacy processes are a blessing and an opportunity for change
    • How to identify and build support for a agile transformation and organizational change
    • How to harness the appetite for change and drive support across siloed departments

    We’ll spend some time talking through this current engagement but also leave plenty of time for questions.
  • Key considerations for migrating graphics workloads to the cloud
    Key considerations for migrating graphics workloads to the cloud Alex Herrera, Sr. Analyst with Jon Peddie Research & Consultant and Ziad Lammam, Dir. of Product Mgmt., Teradici Jun 8 2017 5:00 pm UTC 60 mins
    Moving to “The Cloud” is becoming a norm these days as it now provides better security and flexibility that enterprises are looking for in today’s ever growing “Big Data” landscape! Organizations with graphics workloads and interactive applications are looking for ways to consolidate their workstations to decrease CapEx and OpEx while ensuring data security for a disperse and mobile workforce.
    Alex Herrera, a senior analyst with Jon Peddie Research, author, and consultant to the world’s leading computer graphics and semiconductor companies will talk about on how enterprises can collocate their graphics intensive applications and workstations in the cloud to increase productivity and enhance collaborative working environment for creative professionals and design engineers in various verticals like: Media & Entertainment, Automotive & Manufacturing, Architecture, Engineering, Construction.
    This webinar will introduce key considerations in moving high-performance workstation to the cloud and provide valuable insights including:

    •Physical workstations vs. virtual workstations in the cloud
    •Choosing among cloud workstations - Private, Public or Hybrid
    •What to consider when moving to the cloud

    Teradici's Ziad Lammam will share how Cloud Access Software and PCoIP technology can enable you to securely migrate graphics intensive workloads and applications to the cloud while providing a seamless and “workstation-like” end user experience.
  • Migración a WiFi 802.11ac – 1ª Sesión
    Migración a WiFi 802.11ac – 1ª Sesión Pepe Bonilla Cepeda Jun 13 2017 3:00 pm UTC 90 mins
    Son muchas las promesas, y mayores las expectativas, respecto a la mejor experiencia de usuario que tendremos al conectarnos a infraestructura de acceso WiFi 802.11ac. Aún y cuando esta tecnología ha estado en el mercado desde 2013, y de que por consecuencia hay ya muchas instalaciones, es muy común que su funcionamiento no necesariamente esté mejorando nuestra experiencia de usuario. Participe del primero de dos webinars en los que hablaremos de las consideraciones y desafíos que enfrentamos al migrar nuestra infraestructura WiFi al estándar 802.11ac. En esta sesión platicaremos los siguientes temas:

    * ¿Qué es 802.11ac?

    * Manejo de canales.

    * Planificación de redes WiFi.

    Acompáñenos y comparta esta invitación con sus colegas relacionados con diseño, despliegue, puesta en marcha y mantenimiento de redes WiFi. Los esperamos.
  • iSpeak IOT: Security & Cloud
    iSpeak IOT: Security & Cloud Jeanne Morain, Chris Armstrong,, Nitish Shivasta Jun 13 2017 4:00 pm UTC 30 mins
    Security and compliance standards for IOT are top of mind as viruses such as Marai plague unsuspecting devices. Join Jeanne Morain and special guests Christ Armstrong Teknow Consulting and Nitish Shivastta from Harman International as they provide insights and solutions to secure IOT devices on your cloud infrastructure.
  • Any Time, Any Place: The Ultimate Customer Experience!
    Any Time, Any Place: The Ultimate Customer Experience! Jeff Rumburg, Managing Partner at MetricNet Jun 13 2017 6:00 pm UTC 60 mins
    The growth of multichannel support and BYOD policies has opened up a plethora of new avenues for customers to engage with IT support. This has the potential to create a richer, more satisfying experience for the customer, but savvy support organizations recognize that it isn’t good enough to simply replicate the same service in different channels. It’s really about maximizing the customer experience for each unique channel and device. In this session, you’ll find out how progressive support organizations have harnessed the potential of “any time, any place” support to drive and sustain high levels of customer engagement. You’ll review case studies and benchmarking data that illustrate the power of multichannel, multidevice support in today’s complex IT enterprise.