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IT Service Management

  • Screen Sharing Worth 1000 Chats Screen Sharing Worth 1000 Chats Donald Hasson Recorded: Aug 23 2016 38 mins
    Chat is an excellent channel to improve service desk productivity, but when dealing with complex issues, it’s sometimes not enough. If your chat solution is implemented in a standalone silo, then customers may have to transfer to phone support when their issues go beyond the point of text, resulting in a disjointed customer experience. But if the chat transitions directly into a screen-sharing session, the support agent can instantly see and resolve the issue while maintaining a seamless conversation. This session will outline how to increase the value and power of chat through integrating it with other solutions such as remote support, knowledge bases, CRM and more. Turn your service desk into a one-stop-shop with a modern, integrated approach to support.
  • Hunting for Threats: tips and tricks for SOC experts Hunting for Threats: tips and tricks for SOC experts Matias Bevilacqua, Mandiant Principal Consultant Recorded: Aug 23 2016 49 mins
    Many Security Operation Centers operate in a reactive mode. They primarily respond to alerts that are being presented to them by implemented detection technologies. And we all know alerts are generated in overwhelming volumes, severely crippling SOC’s effectiveness and efficiency. Today’s threat landscape requires SOCs to operate ever more proactively to keep up with the threat actors. More and more SOCs therefor are actively ‘hunting’ for threats that may be residing in the environment they are to defend. ‘Hunting' however requires a different approach from the traditional, reactive mode, not least for the SOC experts themselves.

    Join Matias Bevilacqua, Mandiant Principal Incident Response Consultant, as he discusses tips and tricks for hunting for those lurking threats: what to look for, what tools to use, etc.? You will leave the session with some hands-on material to start turning over stones and uncover threats you never knew were there.
  • 2016 Webroot Quarterly Threat Update 2016 Webroot Quarterly Threat Update Tyler Moffitt | Security Threat Research Analyst Recorded: Aug 22 2016 48 mins
    According to the latest annual Webroot Threat Brief, 97% of malware is unique to a specific endpoint, rendering static, signature-database security virtually useless. In fact, many attacks are staged, delivered, and terminated within a matter of hours, or even minutes, having harvested user credentials and other sensitive information. With the rising popularity of polymorphism and other trends, it is more crucial than ever that organizations strengthen their security postures with next-generation endpoint protection and real-time, highly accurate threat intelligence. Join this webinar for an in-depth discussion of the most recent quarter’s malware stats and trends, and how businesses can leverage this data to keep themselves, their users, and their customers safe from advanced attacks.
  • Introducing the Invisible Mr. Robot: Process Automation for the People Introducing the Invisible Mr. Robot: Process Automation for the People George Spalding from Pink Elephant and Jim Blayney of CA Technologies Recorded: Aug 22 2016 49 mins
    In 1896, Sakichi Toyoda created “autonomation”, sometimes called intelligent automation. Ever since then manufacturers and, now service providers, have been trying to reduce the number of people involved in nearly every process. There seems to be a prevailing belief that automation is the “magic bullet” to greater efficiency. The downside of humans involves their lack of speed (they are simply slower than machines) and the introduction of human errors into the process. But the upside of people is their brain. They can think, evaluate, assess, question, choose, make decisions and resolve ambiguities. This creates the dilemma we in IT face every time we decide to automate a process. The tools are readily available to accomplish the automation task but have we successfully matured the process to allow it to be automated in the first place or is the “magic bullet” really human intervention? Join Jim Blayney of CA Technologies and George Spalding from Pink Elephant as they noodle on the pros and cons of process automation in IT.
    In this webinar you will learn:
    - What kind of process is an effective automation candidate?
    - How to design a process leading to automation
    - Why the pressure to automate sometimes creates an over dependency on tools vs. solutions?
  • How to Meet the Demands of the Modern IT User How to Meet the Demands of the Modern IT User Jarod Greene, VP Product Marketing, Cherwell & Brian Rieb, Technical Marketing Manager, Cherwell Recorded: Aug 19 2016 41 mins
    Give Business Consumers Best-of-Breed Tools to Improve Productivity

    See how Cherwell Service Management helps your IT team meet the demands of today’s business consumer with a modern, streamlined and easy-to-use self-service portal and service catalog. Learn how to: 1) Adopt a Customer-Centric Approach
    2) Strengthen IT Technician Skill Sets
    3) Improve Support Interactions with Context

    See how One-Step Visual Workflows allow you to easily customize workflows and automate tasks, expediting and improving service delivery to your end users. Learn about Cherwell’s Theme Editor, which enables you to customize your self-service portal(s) to match your corporate brand and increase utilization. Lastly, understand how Cherwell integrates with a wide range of third party solutions, allowing business consumers and IT to use best-of-breed tools to improve productivity.
  • Improving on "Whack-a-Mole" Vulnerability Management Improving on "Whack-a-Mole" Vulnerability Management Joseph Blankenship Senior Analyst, Forrester & Jimmy Graham Director, Product Management, Qualys Recorded: Aug 18 2016 50 mins
    The need to prioritize vulnerability management (VM) is greater than ever as IT security teams become overwhelmed with trying to protect against every threat that pops up. Organizations that understand the varying risks across vulnerabilities can focus on resolving dangerous exploitation, and avoid wasting crucial time addressing insignificant ones.

    We invite you to attend the “Improving on 'Whack-a-Mole' Vulnerability Management” webcast featuring guest speaker Joseph Blankenship, Senior Analyst at Forrester, and Jimmy Graham, Director of Product Management at Qualys.

    The following topics will be discussed during the webcast:

    * Forrester data trends and insights from real-world client scenarios

    * Why vulnerability management needs to be prioritized and elevated

    * How Qualys ThreatPROTECT shows you what to remediate first (led by Qualys)

    This webcast includes a live Q&A.
  • MuleSoft Best Practices: How to Get the Most out of Anypoint MuleSoft Best Practices: How to Get the Most out of Anypoint Rajesh Kumar, Technology Architect, InfoSys; Mike Stowe, Director of Developer Marketing, MuleSoft Recorded: Aug 18 2016 63 mins
    Getting started with MuleSoft? Looking for expert guidance on how to create integrations, manage APIs, and transform data? We'll be talking with a panel of certified MuleSoft developers about their experience working with Anypoint Platform - and we'll be taking your questions!

    Attendees will learn:

    – Tips and tricks on getting the most out of Anypoint Platform
    – Troubleshooting for real-world scenarios
    – Recommendations on necessary tools and training for Anypoint Platform
  • Unleash the Power of Your Operational Data: Take an Analytic Approach to Service Unleash the Power of Your Operational Data: Take an Analytic Approach to Service Heath Ramsey Director, Analytics and Reporting Customer Success Recorded: Aug 18 2016 58 mins
    As a leader in IT, you are constantly challenged to build and deliver higher quality services while minimizing cost. This is difficult to do while managing daily operations, meeting service level agreements (SLAs), and sifting through data to pinpoint areas of improvement.

    Service automation is a key strategy to drive major improvements across cost, quality and agility in service delivery. There are many areas that could be candidates for automation. Which would be the ones to drive the greatest business impact? This is where analytics come into play. By taking an analytical approach to automation, you’ll be making the best use of the operational data you already have.

    Join us and find out how to:

     Establish the value of structured communications as a baseline for organizing business goals and services

     Leverage leading and lagging indicators to measure performance of a structured process

     Align data and analytics to drive action across all stakeholders in an organization

     Integrate benchmarking as the next step in business outcome improvement
  • Improving Operations & Risk Management with Enterprise Systems & Infrastructure Improving Operations & Risk Management with Enterprise Systems & Infrastructure David Cuthbertson, CEO Square Mile Systems, CEO AssetGen Limited, & BICSI UK Committee Member Recorded: Aug 18 2016 49 mins
    When you have 1000s of servers shared by multiple applications it gets complex - so complex no individual can understand how it all works and no spreadsheet can cope with the scale and dependencies. Mapping technical and service dependencies between servers, applications, data, networks, batch processes and users also becomes more difficult as the infrastructure size increases – so David Cuthbertson will cover techniques that make the complex simpler to understand. He’ll cover how improved management methods and support systems reduce the disruption and risks to enterprise customers and users.
  • Troubleshooting Wireless Issues Troubleshooting Wireless Issues Chris Greer, a Network Analyst for Packet Pioneer LLC Recorded: Aug 17 2016 27 mins
    Most network engineers have a love/hate relationship with wireless. This amazing technology has enabled them to provide end-user connectivity to the far reaches of their physical environments, while keeping up with the demand brought on by BYOD. However, device-laden bandwidth-hungry users have required a whole new wireless environment in many buildings, forcing engineers to step up their wireless knowledge and skills.

    In this webinar, we will discuss:

    • Common challenges with wireless
    • Where to start when troubleshooting
    • What tools are required

    We will also show how all wireless eventually ends up in a wire, and how to know which technology is to blame when a performance problem strikes.

    This webinar welcomes all wireless skill levels.
  • How to Plan & Manage Work as a Highly Regulated CRO How to Plan & Manage Work as a Highly Regulated CRO Kael Pratt, Senior Principal Consultant Recorded: Aug 17 2016 48 mins
    As a Clinical Research Organization, you likely collect large volumes of data to price out and manage your clinical trials. But, with the new revenue recognition regulations that went into effect earlier this year, the way you plan and manage your business is fundamentally changing. Are you ready for it? Join this exclusive webinar for an overview of how the new regulations may affect you, and how you can be prepared to:

    •Manage your revenue recognition properly
    •Maintain control over your projects and increase profit margin
    •Align your accounts with the proper regulations
    •Ensure you are utilizing your employees in the most effective manner
  • Troubleshooting VoIP issues in today’s Access Networks Troubleshooting VoIP issues in today’s Access Networks Vincent Choi Recorded: Aug 17 2016 50 mins
    Troubleshooting VoIP issues in today’s Access Networks Voice over IP has been used for a number of years. Advanced encoding scheme, availability of bandwidth over the internet and mobile network has allowed adoption of VoiP in place of analog phone in many businesses large and small. However, most users experience still experience bad connection that ends with single ended voice, choppy voice and often requires reconnection to resolve, just having the same problem resurface several calls later. Is this something that we must endure or there is a ways to resolve the problem once and for all? This seminar explore the challenges faced by network professional responsible for the access network and offer suggestion on how best to isolate and resolve the issues.

    The seminar will cover the following topics:

    • VoIP in today’s Access Networks
    • Typical problems & challenges
    • Best practice in isolating problems
    • How NETSCOUT’s solution
  • Understanding Dependencies: Better Service Through Configuration Management Understanding Dependencies: Better Service Through Configuration Management Ryan Ogilvie, Joy Su, and Roy Atkinson (moderator) Recorded: Aug 16 2016 52 mins
    Configuration management is about what you have, but in order to produce better business outcomes, it should also help you understand what your configuration items (CIs) are doing. To better manage IT services, you should know:

    • Detailed information about your CIs
    • Services those items support
    • How CIs relate to each other and to your services

    In this webinar, ITSM consultant Ryan Ogilvie and BMC’s Joy Su, on behalf of BMC partner RightStar Systems, will provide you with the reasons and the ways in which your asset discovery efforts can lead to a better understanding of your systems and services.
  • Blazent- Growth drivers for IT Blazent- Growth drivers for IT Charlie Piper - CEO and Dan Ortega - VP of Marketing Recorded: Aug 16 2016 4 mins
    Charlie Piper, Blazent's CEO, joins Dan Ortega, the VP of Marketing to describe the central role data quality plays in transforming IT into a growth driver for business.
  • Windows 10 - One Year Later Windows 10 - One Year Later Andreas Fuchs, Senior Product Manager - HEAT Software | Mario Schwalm, Senior Systems Engineer - HEAT Software Recorded: Aug 16 2016 55 mins
    In the one year since the launch, Windows 10 is off to the fastest start in Windows history, with over 350 million active devices. Are organizations reaping the productivity benefits, how far along are they in their migration efforts, what best practices have distilled around how to handle apps and carry out updates with Windows 10?

    Join us on Tuesday, August 16th to find out the latest Windows 10 tips and tricks.

    In the webinar, we'll explore:
    •Windows 10 adoption rates
    •Windows 10 provisioning process best practices (hardware refresh, legacy migration, self-service)
    •Application configuration management and how to deal with Apps in the new AppStore
    •Security: configuration, remediation, patching Windows 10 and protecting personal data
  • How to Build a Business Case for a New ITSM Tool How to Build a Business Case for a New ITSM Tool Jarod Greene, VP Product Marketing, Cherwell Recorded: Aug 12 2016 40 mins
    How to sell the vision and high-level business objectives for new ITSM initiatives

    Before an ITSM vendor selection begins, a solid case is required. Demonstrating the business value of IT service management to the business may be the biggest challenge you face, and may also be the most important role you play as an IT leader.  You will learn how to successfully build a business case for a new IT service management solution by understanding:

    • How to identify specific business imperatives and demonstrate how improved ITSM processes add value to the business.
    • How to determine the total economic impact of changing your ITSM solution.
    • How to perform key calculations required in you presentation to the person or group who will review and approve your business case.

    Don't reinvent the wheel when it comes to developing a business case for an ITSM tool. Gain instant access to get the tried and true insights and tools necessary to jump start your ITSM initiative!
  • 5 Cloud Migration Experiences Not to Be Repeated 5 Cloud Migration Experiences Not to Be Repeated Kellen Amobi, Project Manager at HOSTING Recorded: Aug 11 2016 21 mins
    As a project manager at HOSTING, Kellen Amobi has assisted in many customer data migrations over the years. During the live webinar, Kellen will be sharing top five migration mistakes that companies have made in the past and what experience has taught her about resolving the issues quickly, including:

    -Developing realistic project scopes
    -Managing timelines
    -Avoiding security risks
  • Manage license consumption on all devices Manage license consumption on all devices Alan Giles, Business Unit Manager, Mobility Recorded: Aug 11 2016 32 mins
    See how you can manage license consumption whatever the device, wherever the user is with Snow Device Manager, the complete Enterprise Mobility Management solution.
  • Assuring the virtualized networks of the future Assuring the virtualized networks of the future Mark Sylor - Consulting Engineer, EXFO Service Assurance Recorded: Aug 10 2016 63 mins
    Network and service assurance remain a top priority for telecom operators, though views on what those assurance levels need to be in a virtualized environment remain in flux.

    This webinar will look at some of the challenges telecom operators and vendors are facing in terms of updating their assurance platforms in virtualized environments; how the view on what is needed in terms of assurance is changing due to virtualization; and provide an update on the development of assurance strategies from carriers and vendors.

    What you will learn:

    Insight into current challenges facing telecom operators as the move to update legacy network assurance platforms
    How to existing networks can handle new, virtualized services like VoLTE and VoWi-Fi
    Strategies telecom operators and vendors are using to handle those challenges
  • Portfolio Management Done Better– The Next Generation Portfolio Management Done Better– The Next Generation Andy Jordon, ProjectManagement.com and Jim Tisch, Dir Product Marketing, PPM Recorded: Aug 10 2016 61 mins
    Does your organization practice portfolio management? Do you feel there’s still an opportunity to do things better? If so, or if you haven’t yet committed to portfolio management, this webinar is for you. Industry expert Andy Jordan will explain the concept of portfolio driven organizations, a response to existing portfolio management falling short of expectations. Among other topics covered will be:
    •The portfolio driven concept
    •Building an integrated planning and delivery organization
    •The role of the PMO
    •How to make it happen
    Don’t miss this chance to gain a competitive advantage on your rivals, join us for this webinar and get access to leading edge thinking on portfolio management and practical steps to making it happen in your organization.
  • Using Lean IT  metrics to streamline ITSM Using Lean IT metrics to streamline ITSM David Smith President Micromation Inc. ITSM, ITIL, Lean, Kaizen, ISO, TCO, Author – Implementing Metrics Recorded: Aug 10 2016 49 mins
    Since IT is primarily “Knowledge Work” it’s critical we understand our productivity vs. the value we create. Time is the key factor in calculating productivity. It is also important to know what value-added vs. non-value activities consume our time.

    Leading organizations are tapping into a new Lean IT measurement model to better understand how to measure throughput, efficiency, effectiveness and quality of ITSM services.

    There are three common measurement constraints:
    1. What to measure for value creation, alignment and operational excellence.
    2. Interpreting results. Many lack the skills and methods required to analyze metrics data to support corrective or preventative action.
    3. Getting/trusting data. Underlying data collections systems are not designed to support analytical methods required for management decision making and/or are not trustworthy.

    This session is about how savvy IT managers are implementing a new Lean IT monitoring and metrics and ITSM.

    In 45 minutes we’ll cover: 
    What’s Lean all about
    How Lean maximizes customer value by minimizing waste
    Critical to quality measurement for ITSM
    Value stream mapping technique
    Lean ITSM value stream metrics
    Interpreting result with examples of non-value activities (waste)
    How to get trustworthy data
    How to learn more
    How to get started for no cost
  • Intel & Threat Analysis – The Defensive Duo Intel & Threat Analysis – The Defensive Duo Jens Monrad, Global Threat Intelligence Liaison, FireEye; Al Maslowski-Yerges Manager, Americas Systems Engineering Recorded: Aug 10 2016 41 mins
    The ongoing battle with cybercrime is asymmetric. You’ve invested millions in protection technology but unknown attackers still find a way in. So how do you stay ahead of the curve?

    "The core problem is that most cyber security tools do not make a distinction between everyday malware and advanced targeted attacks. If security tools cannot tell the difference, security teams have no way of prioritizing the alerts that matter the most."

    Join Jens Monrad, Global Threat Intelligence Liaison from FireEye in this webinar that will discuss:

    •How to ensure you are responding to the alert that matters

    •Benefits of Alerts with threat Intelligence

    •Using threat intelligence to think like your attacker

    •How to apply threat intelligence, expert rules and advanced security data analytics in order to shut down threats before they cause damage

    •How security teams can prioritize and optimize their response efforts.
  • Customer Relationship Bootcamp: Five Expert Ways ServiceNow Accelerates CSM Customer Relationship Bootcamp: Five Expert Ways ServiceNow Accelerates CSM Adam Mason Recorded: Aug 9 2016 33 mins
    According to Forrester Research, Exceptional Customer Service in 2016 demands customer obsession.

    Unfortunately, most High Tech companies approach customer service management backwards today – starting with reactive, ticket-oriented Customer Service Management (CSM) systems rather than comprehensive, interconnected data management.

    There’s a better way! Join Acorio’s Director of Product & Innovation, Adam Mason, as he leads an expert panel to demystify CSM and breaks down the right way to approach your ServiceNow CSM technology.

    - Make the your CSM process as high tech as your products, and save money as a result

    - Get a few quick tweaks to improve CSAT scores

    - Learn how other high tech peers approach customer support

    Join the best in the ServiceNow business as our experts show you how to make your CSM process a simple, well-oiled machine.
  • New trends in IT Service Management monitoring New trends in IT Service Management monitoring Diego Berea - Director of Ozona Consulting, ISO 20000-2 co-editor, ISO 20000-9 project editor Recorded: Aug 9 2016 47 mins
    Monitoring tools have always been there. Other sources also provide useful information to calculate availability and performance of IT Services.
    However, not always that data contributes to provide real insight of the health of IT Services and their impact in business.
    This session presents new trends in the monitoring, aggregation and automation of service availability, service capacity and service level monitoring, aligned with ISO 20000 requirements and ITIL best practices.

    In 45 minutes we’ll cover: 
    - Service monitoring needs according to ITIL and ISO 20000
    - ITSM vs BSM, aligning IT with the business
    - Real-time, historical and predictive monitoring
    - Different approaches to service monitoring
    - New trends in service monitoring, dashboards and reports
    - How to learn more
    - Tips on how to get started
  • What can Insurers learn from Uber’s Customer Experience? What can Insurers learn from Uber’s Customer Experience? Finny Chellakumar, Head, Aspire Systems Digital Aug 24 2016 6:00 pm UTC 30 mins
    Insurance companies today are soon to witness their own version of Uberization. In this webcast you will learn...

    •The kind of experiences that can stir instant customer love and loyalty
    •With customer data everywhere, how can you wisely give your customers the power of decision making?
    •Best CX practices to prevent customer break ups

    To get an overview on how you can uber-revolutionize your CX, join Finny, Head, Aspire Systems Digital on this webcast.
  • State of Open Source Report State of Open Source Report Adam Bacia, Senior Product Marketing Manager and John Boyle, Community Manager Aug 24 2016 7:00 pm UTC 60 mins
    Join us for a webinar to share the results of the 2016 State of Open Source Software Report. We’ll share insights from IT professionals on the adoption of Open Source software, how open source is being used in monitoring and what’s important to consider when evaluating an open source solution.
  • Metric and Measurement Mistakes that Destroy Agile - 1 PMI PMP PDU Credit Metric and Measurement Mistakes that Destroy Agile - 1 PMI PMP PDU Credit Andy Jordan, ProjectManagement.com Aug 25 2016 2:00 pm UTC 60 mins
    To be a high performing business, you require effective metrics and measurements that will help you gain valuable performance insights which will help drive informed and strategic decisions for your organization. Join Andy Jordan, ProjectManagement.com as he discusses what people are doing wrong when it comes to Agile metrics and provide guidance on how to get it right – the first time. Andy will also discuss the risks of using common metrics between Agile and waterfall approaches as well as why organizations need to focus on value-based metrics rather than arbitrary metrics of progress.

    This session is approved for 1 Project Management Institute (PMI) PMP PDU Credit.
  • 5 Metrics for Better Service Management Visibility 5 Metrics for Better Service Management Visibility Oz Merchant, Director of Customer Success, Samanage and Cord Silverstein, Director of Content, Samanage Aug 25 2016 4:00 pm UTC 60 mins
    IT organizations are being asked to cut costs while increasing productivity and identifying new ways to generate revenue. The first step in delivering value to an organization is empowering IT with the gift of sight. Sure, you can measure just about anything, but should you? More metrics does not equal better metrics. Not tracking trends over time, not setting goals, and not sharing metrics reports are common mistakes. The right metrics, tracked consistently, allow you identify areas for improvement and act on them. Join us as we discuss how an effective IT service management solution, coupled with the right metrics on your radar, can bring a new level of efficiency to IT.

    Metrics we’ll focus on: Cost Per Ticket, Customer Satisfaction, Agent Utilization, First Touch Resolution, and Mean Time to Resolve.
  • Using your Load Balancer for Application Performance Monitoring Using your Load Balancer for Application Performance Monitoring Ashish Shah, Director of Product, Avi Networks Aug 25 2016 5:00 pm UTC 60 mins
    Load balancers occupy an important position (in the path of application traffic) on the enterprise network. Yet, traditional application delivery controllers (ADCs) are unable to provide meaningful application insights to drive business decisions. Avi Networks’ software-defined architecture for load balancing separates the control plane (management layer) from the data plane (load balancers) to generate continuous insights about applications.

    In this 30 minute presentation from Avi Networks, learn how you can get rich analytics and actionable insights into end user experience, application performance, resource utilization, security, and anomalous behavior. See how you can benefit from:

    • A “Network DVR” to record and replay traffic events to pinpoint app issues
    • At-a-glance view of all virtual services throughout the system
    • Real-time visibility into DDoS attacks, SSL versions and ciphers used in transactions
    • Health scores that give you immediate feedback on application performance
  • The Future of EDI The Future of EDI Eric Rempel, CIO, Redwood Logistics; David Chao, Director of Industry Marketing, MuleSoft Aug 25 2016 5:00 pm UTC 60 mins
    For many businesses, the ability to be agile, offer great customer experiences and create innovations hits a roadblock with EDI. The famously complex messaging standard can hinder effective B2B communication.

    But one integrated transportation and logistics company, Redwood Logistics, based in Chicago, partnered with MuleSoft to not only innovate on top of EDI, but harness digital transformation to create an entirely new platform service offering

    In this webinar attendees will learn about:

    – The business and technical landscape that led Redwood Logistics to pivot to a new service offering and create a better business intelligence platform
    – How they overcame the challenges presented by B2B/EDI
    – Best practices to apply API-led connectivity to B2B communication
    – The positive business outcomes from Redwood’s digital transformation initiatives
  • Don’t Buy the Healthcare IT “Snake Oil”! Don’t Buy the Healthcare IT “Snake Oil”! Marion Jenkins, Healthcare Technology Partners Aug 25 2016 7:00 pm UTC 75 mins
    Recently the president of the American Medical Association referred to healthcare IT as the “snake oil” of the 21st century. He referenced ineffective electronic health records, an explosion of direct-to-consumer digital health products, and apps of mixed quality.

    In this webinar, leading healthcare expert, Marion Jenkins, will cover the major causes of this sorry state of affairs, and discuss how healthcare technologies can actually help medical practices deliver better patient care.

    Major areas to be covered:

    1.Who is to blame? There is plenty to go around. Physicians? Healthcare IT vendors? The government? The solution must get past blame and address solutions.

    2.How can clinical users and executives “break through” the logjam of sub-optimal IT systems, poor implementation, and ineffective workflows?

    3.Is it possible to utilize new technologies to improve patient care, without breaking the bank and further hurting the clinician/patient experience?

    4.What are the necessary changes that enable technology to actually provide benefit in a healthcare setting?
  • Thunderstorm in the Cloud Thunderstorm in the Cloud Mathias Fuchs, Senior Incident Response Consultant, Mandiant Aug 26 2016 12:00 pm UTC 45 mins
    Immer größer wird die Anzahl der Unternehmen die ihre IT-Services teilweise oder ganz an Clouddienstleister abgeben. Dies führt zu einem erhöhten Aufwand und einigen Komplikationen wenn es zu Sicherheitsvorfällen kommt.
    In diesem Webinar präsentiert Mathias Fuchs Strategien wie Unternehmen trotzdem effizient Sicherheitsvorfälle untersuchen und eindämmen können. Anhand einer Fallstudie wir gezeigt wie sich cloudbasierte Untersuchungen von herkömmlichen unterscheiden.
  • Delivering ITSM Beyond the Four Walls of IT Delivering ITSM Beyond the Four Walls of IT Jamie Houlihan, Director Service Operations, Curves Jenny Craig Aug 26 2016 5:00 pm UTC 60 mins
    How to Deliver ITSM Beyond IT

    Hear how wellness corporation Curves Jenny Craig extended an enterprise-wide service delivery strategy beyond the four walls of IT - reducing costs by over $1M annually and improving customer satisfaction. Following up on her successes in leveraging the Cherwell Service Management dashboard capabilities to improve service experience and demonstrating service center value to senior management, Jamie Houlihan will share her recent achievements and insights gained by expanding Cherwell Service Management beyond the IT department to facilities, supply chain, self-service, and human resources.You will learn how Cherwell Service Management enabled Curves Jenny Craig to streamline and organize departmental operations and ultimately increasing the overall efficiency of their organization's many business processes.
  • Save Time with Test Results Management at your Fingertips! Save Time with Test Results Management at your Fingertips! Bai Qing, Technical Director Aug 30 2016 2:00 am UTC 45 mins
    Field engineers spend a lot of time verifying and troubleshooting a barrage of network problems - Power Over Ethernet, WiFi, Network Services, Internet services, etc. All of these mean one thing – a huge pile of Test Results that are difficult to manage efficiently! This webinar introduces NETSCOUT’s Link-Live cloud platform, an effective tool to centrally manage network test results – see a live demonstration and find out how you can save time with Test Results Management at your fingertips.
  • Troubleshooting VoIP Issues in Today’s Access Network Troubleshooting VoIP Issues in Today’s Access Network Bai Qing, Technical Director Aug 30 2016 4:00 am UTC 45 mins
    Voice over IP has been used for a number of years. Advanced encoding scheme, availability of bandwidth over the internet and mobile network has allowed adoption of VoIP in place of analog phones in many businesses large and small. However, most users still experience bad connection that ends with single-ended voice, choppy voice, and often requires reconnection to resolve… just to have the same problem resurface several calls later! Is this something that we must endure or there is a way to resolve the problem once and for all? This live webinar explores the challenges faced by network professionals responsible for the access network, and offers suggestions on how best to isolate and resolve the issues.

    The webinar will cover the following topics:

    •The lay of the land: VoIP in today’s Access Networks
    •Typical problems & challenges
    •Best practice in isolating problems
  • How Global DMS Transformed their Customer Experience How Global DMS Transformed their Customer Experience Kelly Ann Jourdain, Manager, Technical Support, Global DMS and Carl Rio, Strategic Account Manager, NewVoiceMedia Aug 30 2016 5:00 pm UTC 60 mins
    What’s the best way to enhance the sales and customer experience? Not quite sure what the answer is – don’t worry, every company finds themselves dwelling on how to accomplish this.

    Join Kelly Ann Jourdain, Manager Technical Support at Global DMS and Carl Rio, Strategic Account Manager at NewVoiceMedia as they discuss how Global DMS tackled transforming their customer and sales engagement by increasing their speed of call resolution, eliminating their back-up call center, utilizing omni-channel and analytics to drive efficiency gains.
  • Live Demo of OptiView XG Live Demo of OptiView XG Tony Fortunato, Senior Network Performance Specialist with The Technology Firm Aug 30 2016 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.

    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.
  • When and how to baseline your network When and how to baseline your network Tony Fortunato Aug 31 2016 5:00 pm UTC 30 mins
    How can you tell if you have optimal network performance if you don’t have a baseline?

    The benefits of establishing and updating network baselines include knowing what’s normal, what isn’t, and when to address (or avoid) potential performance issues. In the webinar, Tony Fortunato, Sr. Network Performance Specialist with The Technology Firm, will explain:

    •What is a baseline
    •What isn’t a baseline
    •Why baselines are important and
    •How and when to baseline

    Register Now
  • Security by Design: The Alignment of Security and Agility Security by Design: The Alignment of Security and Agility Uri Sarid, CTO, MuleSoft; Kevin Paige, Head of Security, MuleSoft Aug 31 2016 5:00 pm UTC 60 mins
    By 2020, Gartner predicts 60% of digital businesses will suffer major service failures due to the inability of the IT security team to manage digital risk in new technology and use cases. With Target, Apple, Nissan, and Twitter all making the news recently for their security failures, CIOs and CISOs are under tremendous pressure to keep the business secure -- without slowing the business down.

    In this session, Uri Sarid, MuleSoft CTO and Kevin Paige, MuleSoft Head of Security, discuss the application networks and an emerging approach that CIOs and CISOs are driving together to deliver both security and business agility.

    Attendees will learn:

    – How to deal with security no longer resting in the hands of the security team due to shadow IT and other factors
    – How a well-defined API strategy can reduce risk
    – How application networks have emerged as an approach to deliver security and agility
    – How CISOs can drive agility and promote security by shifting mindsets
  • How do you assess your SAM maturity? How do you assess your SAM maturity? David Gemuenden - Senior Manager Service Delivery, Snow Software North America Aug 31 2016 6:00 pm UTC 30 mins
    SAM Maturity…Let’s look at those two words together. By literal definition, Software Asset Management would indicate you are ‘managing’ your software assets. If you are doing it ‘correctly,’ you’re probably in a ‘Mature’ state. But how do you know? Can you articulate a strategic vision that enables you to meet your business challenges, by demonstrating an optimized license position? Do you even know what that means?

    SAM Maturity can range on a scale from having limited inventory capability, minimal usage or metering data, automated entitlement management, process optimization, reduced audit risk and continuous compliance through complete asset lifecycle management, trend analysis while bridging the gap between current mode of operations and desired state
  • Drive ITSM improvements with SAM intelligence Drive ITSM improvements with SAM intelligence Guests Elinor Klavens & Robert Stroud Forrester Research and Snow Software Experts Per Skanne and Barry Friedman Sep 1 2016 3:00 pm UTC 60 mins
    You’ve got the service desk, you’ve got the team, you’re managing the calls. But is your ITSM function efficient and effective?

    Join Snow, along with guest speakers Elinor Klavens and Robert Stroud from Forrester who present in our webinar “Drive ITSM improvements with SAM intelligence” as they explain the best practices in integrating SAM and ITSM tools and why Software Asset Management (SAM) solutions are pivotal to the smooth running of today’s enterprises.

    This webinar will highlight how ITSM leaders can benefit from advanced SAM technologies, including:
    •Multi-platform audit data
    •Cleansed & normalized software inventory.
    •Self-service technologies for software requests & deployments
  • The Digital Strategy that will Shape Your Future The Digital Strategy that will Shape Your Future Jonathan Murray, EVP and CTO at Digital Prism Advisors; Ross Mason, Founder and VP of Product Strategy, MuleSoft Sep 1 2016 5:00 pm UTC 90 mins
    According to Gartner, half of CEOs believe that their industries will be unrecognizable in five years. Their top priority is transforming their organizations to ensure their organizations stay competitive in the midst of digital disruption.

    What is your organization’s strategy for digital transformation? Join Jonathan Murray, EVP and CTO at Digital Prism Advisors and formerly with Warner Music Group and the NY Times and MuleSoft founder and VP of Product Strategy Ross Mason as they explore the digital strategy that can help your company compete and win.

    Attendees will learn:

    – The definition of a composable enterprise, and how you can adopt that model for your own business
    – Case studies of global businesses achieving digital transformation with a composable enterprise
    – Best practices for business agility leveraging Anypoint Platform
  • Managing Your RF Spectrum Managing Your RF Spectrum Devin Akin, CEO, Divergent Dynamics Sep 1 2016 6:00 pm UTC 60 mins
    Managing Your RF Spectrum: which is something nobody ever does, and absolutely should do!

    Many administrators will admit that they reactively manage their RF spectrum, waiting until client devices experience connectivity or performance problems before troubleshooting. Some administrators may incorrectly suppose that relying on Radio Resource Management (RRM) will solve their spectrum problems, but RRM algorithms simply react to RF interference sources. How then should we proactively manage our RF spectrum in order to lower OPEX, increase performance, and to get the expected ROI from our Wi-Fi systems? Join Wi-Fi expert Devin Akin as he teaches industry best practices for protecting and managing your most precious resource: airtime.
  • Manage any device, anywhere from a single console with HEAT LANrev Manage any device, anywhere from a single console with HEAT LANrev Margreet Fortune Sep 6 2016 9:45 am UTC 60 mins
    HEAT LANrev was Highly Commended in the recent Computing Vendor Excellence Awards in London - Mobile Management category.
    With the fragmentation of technology platforms and proliferation of mobile devices organisations today need a unified management approach for smart connected devices. Join this session to learn how HEAT LANrev can provide end to end multi-platform support for Windows, Mac, Linux, iOS and Android.
  • Why visibility is a crucial part of any security strategy Why visibility is a crucial part of any security strategy Peter Smith, Regional Sales Manager - Europe & Russell McDermott, Sales Engineer, Netwrix Sep 7 2016 2:00 pm UTC 45 mins
    With a recent increase in high-profile security breaches and compliance violations, traditional security mechanisms, such as firewalls, IDS, and antivirus are no longer enough to defend against external attackers, and insider threats. By having increased visibility into internal changes, configurations, access events, and permissions across the IT infrastructure, organizations can far more effectively defend against such attacks.

    So, please join our local auditing and compliance team from Netwrix, Pete Smith (Regional Sales Manager Europe) and Russell McDermott (Pre-Sales Engineer) and see how Netwrix Auditor can unlock the door into possible breaches in your IT environment.

    From our brief session you will learn:

    • How deeply security breaches and data leaks are really effecting organizations
    • How to protect your data from the insider threats
    • How to have “peace of mind”, and achieve complete visibility of your IT infrastructure
  • PMO and PPM – A match made in heaven (again)? PMO and PPM – A match made in heaven (again)? Andy Jordon, ProjectManagement.com and Jeff Moloughney, Sr. Dir Product Marketing, PPM Sep 7 2016 4:00 pm UTC 60 mins
    Project Portfolio Management (PPM) began life associated with PMOs, but for many organizations it shifted to other functions – strategy offices, organizational change management departments, etc. Now the pendulum is swinging back to PMOs, and this time those PMOs have to make it work. Join well known PMO expert Andy Jordan and CA guru Jeff Moloughney for this thought provoking look at how PMOs can deliver PPM success, including:
    •Formal vs. informal portfolio management
    •Enterprise vs. departmental portfolio management
    •Strategic project execution
    •Full lifecycle management
    The combination of practical concepts and real world success stories promises to provide an not-to-miss webinar, presented in Andy and Jeff’s up tempo and entertaining style. Join us to help drive your PMO to PPM success.
  • Mobile software license compliance – What is ahead? Mobile software license compliance – What is ahead? Scott Maysonave - Product Manager, Snow Device Manager, Snow Software North America Sep 7 2016 7:00 pm UTC 30 mins
    Mobile is the new workplace. More than 90% of organizations now provide employees with phones or tablets. Yet, 80% of those same organizations software policies do not cover mobile devices. This exposes the organization to a multitude of risks including software compliance failures, overspend and security breaches. Various companies have wrestled with this mobility challenge, extended key SAM initiatives and succeeded. This webinar concentrates on how Snow Device Manager combines enterprise mobility and software asset management to deliver full control over the organization’s mobile devices to meet business needs.
  • What the MFA?! Moving Beyond Passwords What the MFA?! Moving Beyond Passwords Stacy Blaiss, Director of Product Marketing, Bomgar Sep 8 2016 6:00 pm UTC 45 mins
    Despite the rise of credential theft via phishing attacks and cyber-breaches, passwords alone are still the most common form of protection for employee accounts; many of which are used to gain access to sensitive data and systems. Not only are passwords often static, too easy to guess, and prone to theft, it’s also difficult to verify who is actually using them. These security issues with passwords are bringing two factor authentication to the spotlight, which enable a second security check beyond user name and password. Implementing this extra layer of security not only protects sensitive data and critical systems, but also verifies the user is who they say they are. This webinar will feature expert insight into multi-factor authentication technology and how organizations can shore up their security practices to better protect their networks and privileged accounts.
  • Effectively Manage Modern Unified Communications & Collaboration Services Effectively Manage Modern Unified Communications & Collaboration Services Dr. James Metzler, Founder and Vice President, Ashton, Metzler & Assoc. Paul Barrett, CTO Enterprise Business Operations, NET Sep 8 2016 6:00 pm UTC 60 mins
    Improvements in effective communications and collaboration within enterprise organizations has driven innovative new solutions for Voice over IP, instant messaging, video conferencing, telepresence, shared desktops, and SIP Trunking just to name a few. They all bring great value to the companies implementing them including increased employee productivity, improved customer service, and reduced costs. However, these real-time applications come with a unique set of challenges to ensure they are all delivered with a high quality user experience.
    This webinar will explore the key challenges that face enterprise IT teams responsible for delivering UC&C services.

    This webinar addresses if, and more likely when, quality issues impact the user experience:

    • What a modern UC&C management solution should look like
    • How it compares and contrasts to typical VoIP management tools of past
    • Why a next generation UC&C management solution should be useful to the voice and video teams as well as the network operations and planning teams
    • Which tactics to employ as a group to reduce the MTTR for UC&C service disruptions

    Please join us for this webinar with renowned industry analyst, Dr. James Metzler, of Ashton, Metzler and Associates along with Paul Barrett, CTO for Enterprise Business Operations at NETSCOUT as they discuss these issues and present ways in which UC&C management solutions have evolved to address the needs of today’s next generation UC&C enterprise environments.