Browse communities
Browse communities
Presenting a webinar?

Problem Management and the Golden Eggs

Roger Bennett, Managing Director, NGFF Ltd.
This presentation will share how you can use problem management to relieve the constraints in your systems. This will allow you to free up time and resources, while still improving your customer service.

Roger Bennett is a lead consultant in ITIL, ISO, and best practice management. After 12 years running the IT for an adventure travel firm, Roger joined Reuters, earned an MBA and discovered ITIL. He is currently contracting independently for his own company NGFF Ltd.
Sep 20 2011
47 mins
Problem Management and the Golden Eggs
Join us for this summit:
More from this community:

IT Service Management

  • Live and recorded (2387)
  • Upcoming (49)
  • Date
  • Rating
  • Views
  • With more than 100 applications in production, a leading bank needed to reduce the time required to deploy and update its apps. By implementing an automation solution from HP, the bank reduced the application time-to-deploy by nearly 8X. Now the bank follows a seamless and standardized approach for deployment.
  • With more than 100 applications in production, a leading bank needed to reduce the time required to deploy and update its apps. By implementing an automation solution from HP, the bank reduced the application time-to-deploy by nearly 8X. Now the bank follows a seamless and standardized approach for deployment.
  • Pick up your smartphone, tap a button, and get a lift to wherever you need to go. That’s the idea behind Lyft, the San Francisco-based company whose service is now available in five major metropolitan areas.

    “We wouldn’t be able to operate at this capacity without a product like RingCentral,” says Adam Fishman, Director of Growth and Operations. “We needed something that was fast, scalable, and had all the features we were missing.”

    With RingCentral, Lyft has realized an exponential growth in productivity, including:

    -An increase in call-back rates from 5% to nearly 50%
    -More than 100% improvement in outbound call volume

    Watch the video to understand the role cloud communications plays in turning a good idea into something revolutionary.
  • Troubleshooting performance problems in today’s networks and data centers is only getting more complex:

    •Growth of 10G links
    •Virtualization
    •Cloud computing - all bring their own analysis challenges.

    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 and application problem solving by automating root cause analysis and providing guided troubleshooting to address problem areas - anywhere on the network.
  • Network Managers have a tall order in IT organizations today. Typically, they are tasked with two conflicting business directives:

    1. Deliver optimal end-user experience for networked applications

    2. Reduce the operational cost of the network, or reduce the IT budget

    But the knee jerk approach of “throwing bandwidth at the problem” while potentially improving end user experience, is hardly the answer to cost management and network optimization.

    In this webinar, Chris Greer will discuss the challenges that result from the common approaches utilized today in capacity planning and, outline a new way, comprised of 4 actionable steps to optimizing the bandwidth you may already have.
  • Join us this week for a special 30-minute live session on how RingCentral integrates with Zendesk for improved workflow and increased productivity.

    Tune in every Friday for RingCentral Live. We’ll tour the RingCentral interface, discuss the latest innovations and features available on the RingCentral platform, and share best practices on leveraging cloud communications for your business. This session also features a live demo of RingCentral Office and an open Q&A session led by a Sales Engineer.
  • Sutter Health is a not-for-profit health system serving more than 100 communities in Northern California. Each year its 5,000 physicians care for more than 10 million outpatient visits and discharge more than 200,000 in-patients.

    As healthcare systems transition from “fee for service” to “fee for value” reimbursement models, there is an increasing focus to drive down 30-day re-admission rates, particularly for high risk patients. To this end, Sutter Health is piloting Project RED (Re-engineered Discharge) which leverages predictive analytics to identify high-risk patients and then prescribes alternative discharge workflows aimed at lowering the risk of re-admission.

    Join us as Kristen Wilson-Jones, Sutter RD&D CTO, shares how Sutter Health has leveraged MuleSoft’s Anypoint Platform in an orchestrated plecosystem of technologies to power Project RED by enabling real-time patient risk scoring, clinical workflow management and bi-directional integration with Epic.

    Topics covered
    -------------------
    + How Sutter Health is lowering 30-day re-admission rates by re-engineeing clinical workflows
    + The need for connectivity to enable workflow re-design
    + Best practice in moving from an application-centric to a data object-centric connectivity approach
  • To realize the full benefits of the cloud, you must choose a cloud that fits your needs and supports your organization’s cloud workloads. In this webinar, we will discuss the results of a Forrester Consulting study that show why capacity management is essential to your cloud transformation strategy. You will learn how capacity optimization tools manage workloads in the cloud and help you:

    • Gain visibility into capacity utilization at the resource, service, and business level.
    • Support timely decision-making on IT investments.
    • Increase agility, reduce IT costs, and minimize risks.

    Learn how capacity management will help you understand and optimize your environment to support effective decision-making aligned to business priorities.
  • To realize the full benefits of the cloud, you must choose a cloud that fits your needs and supports your organization’s cloud workloads. In this webinar, we will discuss the results of a Forrester Consulting study that show why capacity management is essential to your cloud transformation strategy. You will learn how capacity optimization tools manage workloads in the cloud and help you:

    • Gain visibility into capacity utilization at the resource, service, and business level.
    • Support timely decision-making on IT investments.
    • Increase agility, reduce IT costs, and minimize risks.

    Learn how capacity management will help you understand and optimize your environment to support effective decision-making aligned to business priorities.
  • Link-Solutions is comprised of hand-held test and cloud based reporting. On the hand-held test side LinkSprinter and LinkRunner AT perform varying levels of testing capability but both offer automated reporting to the same Link-Live Cloud Service. Within the Link-Live Cloud Service dashboard you’ll see every test appear on the dashboard as it occurs providing better job visibility and project control as you can easily keep track of who is testing what, where and when. Attend this webcast to find out how this adaptable toolset can help your organization
  • Channel
  • Channel profile
  • ITSM in the Cloud Apr 15 2015 5:00 pm UTC 45 mins
    Rick Leopoldi, President and Managing Business Consultant, RL Information Consulting LLC
    This paper discusses the need for ITSM in Cloud Computing, where best practice processes and methods are applied in each of the 5 ITIL V3 Areas and why.
  • ITSM Tools Architecture: Taking a DevOps look at Automation Apr 15 2015 4:00 pm UTC 45 mins
    Valerie Arraj, ITIL Expert, Compliance Process Partners
    DevOps is driving the evolution of Service Management. The nimble, yet integrated execution of a DOSM (DevOps Service Management) strategy requires a thoughtful and holistic automation architecture. This session takes a high level look at the building blocks.
  • What’s new in HP ITSM Apr 9 2015 5:00 pm UTC 60 mins
    Jacques Conand & Tonya Scherba, HP Software
    IT Service Management systems are great collectors of stuff – requests, changes, survey results, etc. What they’re not so great at is sorting out what is most important and helping us to act on it! That is until HP Service Anywhere.

    Join us in this session to see how HP Service Anywhere helps end users act on their needs, their assets; agents act on requests, incidents, changes, and releases.

    Find out how Service Anywhere helps transform the way IT service desk agents work – boosting service quality and increasing productivity – all powered by a big data platform, provide high scalability and rapid processing of unstructured and structured data to deliver current and relevant information.

    Join us to learn how the industry’s first Big Data service desk delivers service insights once thought impossible.
  • Optimize Customer Signup Flows Online and in Your Mobile App Apr 9 2015 4:00 pm UTC 45 mins
    Chris Morton, President, Block Score; Lisa Aguilar, Marketing Manager, Jumio; James Bickers, Sr Editor, Networld Media
    In today’s online and mobile environment, financial service organizations are struggling to comply with a multitude of regulatory requirements that impede online and mobile customer signups. What is the best way to signup customers while still complying with regulations and mitigating fraud?

    Join us for a live webinar, “Optimizing customer signup flows in your mobile and web channels” and listen in as experts in ID authentication and identity verification discuss various strategies that will help you:

    · Quickly and safely signup customers through your mobile and online channels
    · Remain compliant with regulatory requirements without adding additional operational overhead
    · Reduce customer sign-up abandonment

    Don’t loose another customer because you can’t offer a real-time sign-up process through your online and mobile channels. Join us and learn how to optimize your sign-up flows, and enable anytime, anywhere through any digital channel customer account opening.
  • Reduce time-to-market by following a DevOps approach Recorded: Apr 1 2015 54 mins
    Dave Langlais, HP Software
    With more than 100 applications in production, a leading bank needed to reduce the time required to deploy and update its apps. By implementing an automation solution from HP, the bank reduced the application time-to-deploy by nearly 8X. Now the bank follows a seamless and standardized approach for deployment.
  • Why Capacity Management is Essential for a Cloud Strategy Recorded: Mar 26 2015 50 mins
    Marina Yesakova, Sr. Marketing Manager; Giuseppe Nardiello, Sr. Product Manager, BMC Software
    To realize the full benefits of the cloud, you must choose a cloud that fits your needs and supports your organization’s cloud workloads. In this webinar, we will discuss the results of a Forrester Consulting study that show why capacity management is essential to your cloud transformation strategy. You will learn how capacity optimization tools manage workloads in the cloud and help you:

    • Gain visibility into capacity utilization at the resource, service, and business level.
    • Support timely decision-making on IT investments.
    • Increase agility, reduce IT costs, and minimize risks.

    Learn how capacity management will help you understand and optimize your environment to support effective decision-making aligned to business priorities.
  • Using Lean and Six Sigma to Make Incident Management Work Better Together Recorded: Mar 25 2015 35 mins
    Derek Lonsdale, IT Transformation leader, PA Consulting
    This webinar will show you how we used some specific tools and techniques to identify where problem management was failing and how a poor incident management process was the root cause.
  • Service Anywhere March 2015: Big Data Service Desk Recorded: Mar 24 2015 60 mins
    Chuck Darst, HP, David Baron, HP
    HP is thrilled to announce the most recent update to HP Service Anywhere. Our SaaS ITIL Service Desk is now delivering even more big data driven benefits to the service desk, and will forever change your expectations of an IT Service Management solution. This update is one of the best yet, focusing on improving IT customer satisfaction and improved process maturity.

    Highlights include:

    New! Hear from your customers first hand through our new survey capability that includes big data analytics for reporting and dashboarding
    New! Release management for planning and deployment of releases
    New! Idea and proposal management to capture innovation ideas and process improvements through crowdsourcing, that can be managed and turned into proposals
    Enriched Self Service Portal design now includes out of the box themes, always available search, streamlined catalog filtering and other UX enhancements
    Enhancements across several processes including Change Management, Live Support, SLM and Catalog Management
    Enhancements to Asset Management around cost centers, fixed asset depreciation, asset normalization, and asset import for better understanding and control of assets
    We know you do not want to see slides – so this session will have only a handful. Most of session will be members of our product management team showing the highlights in a live demo environment. A member of our R&D team will also be on the webinar to help answer your questions about this latest update.
  • Symptoms that Signal the Need for Portfolio Management in Product Development Recorded: Mar 24 2015 58 mins
    Will Yester, Kalypso and Rob Stroud from CA Technologies
    Ineffective new product development (NPD) pipeline management is a condition that affects many organizations looking for sustainable results from their new product efforts. In most cases, organizations struggle to understand what the symptoms they experience are telling them about their pipeline, and how to focus their energy on initiatives that will make the most impact. In this webcast, CA and Kalypso will review the most common indicators of a faulty NPD process and help diagnose the causes.

    Attendees will learn:
    - The common pain points and symptoms that indicate poor NPD pipeline management
    - Why organizations experience these symptoms, and the underlying causes that produce these pains
    - How to tailor portfolio management principles to treat the symptoms of poor NPD pipeline management, including example that illustrates how portfolio management can drive sustainable results
  • Tips & Tricks to Reduce TTR for the Next Incident Recorded: Mar 24 2015 31 mins
    Jason Hand, DevOps Evangelist, VictorOps
    Resolving an incident can be a complex process that takes a lot of time and many people. According to the 2014 State of On-Call Report, most teams report that it takes 10-30 minutes to resolve an incident and on average, 5 people are needed to help with resolution.

    But it doesn’t have to be that way. In this webinar, Jason Hand will present best practices and tips for surviving every stage of the firefight - from when an alert comes in to pulling reports after it’s over. Join us to see how we do it at VictorOps.
  • Tactical Intersection, Strategic Synergy and Future of DevOps and PaaS Recorded: Mar 19 2015 39 mins
    Chris Haddad, Vice President Platform Evangelism
    Why invest time, effort, and political capital to adopt DevOps and PaaS? Chris will compare PaaS capabilities and benefits against IaaS++ Clouds, and describe how tactically extending DevOps processes to Cloud environments accelerates business agility. During the last seven years, DevOps and PaaS have moved from curiosity to mandate. Do the disciplines have a clear future and obtainable payback, or will mainstream adopters become disillusioned by complexity and fragility. In this session, you will learn:

    •DevOps and PaaS capabilities and benefits
    •How DevOps and PaaS work together to accelerate software delivery
    •Today’s case study success stories
    •The future of PaaS and DevOps

    Chris Haddad is an industry thought leader, hands-on practitioner, and SaaS pioneer. Chris has led many successful startup software teams who used agile best practices, rapid iterations, and emerging architecture components to eclipse incumbent providers. He has advised Fortune 500, Global 2000 organizations, and valley startups on software strategies, roadmaps, and best practices. Chris has led the application platform and data management research teams at Gartner, and is an accomplished conference speaker (Gartner Catalyst, SOA Symposium, WSO2Con, and more) whose goal is to make you and your team successful. Chris has written for TechWell.com, OpenSource.com, InfoQ, and GigaOm.
  • Keeping CSI Intact to Thrive Recorded: Mar 19 2015 48 mins
    Beverly Weed-Schertzer, IT Consultant, edifyIT
    Continual Service Improvement (CSI) - Keeping it all together to make CSI thrive addresses the many elements that perish a CSI plan, program and process. Many organizations are struggling with maintaining an effective CSI process to implement improvements that align with the business priority, manages cost effectively and delivers value. Thriving in CSI addresses the most important elements to succeeding in CSI that are simplified shifts to making CSI work in your organization.

    • Addressing the complications, struggles and obstacles of successful CSI.
    • Setting up CSI with ITIL® is like setting up a store with no inventory.
    • The "PPTC"—People, Process, and Technology Connection to empower the organization to improve.
    • Ways to keeping CSI intact to make it thrive.
  • Five Tips to Make Sure That Your Customers Transact with Your App Recorded: Mar 19 2015 38 mins
    David Pope, Marketing Director, Jumio
    Mobile apps present a unique challenge for e-commerce merchants. Not only do they need to positively engage your customers, they must also generate revenue for your company. 

    So what keeps customers happy and coming back for more? Apps that support the on-the-go lifestyle and are engaging enough to keep users interested for the long term.

    In this webinar, 5 Tips to make sure customers transact with your app, we'll provide a clear roadmap for success that focuses on specific dos and don'ts, including:

    - DO NOT be insensitive to data privacy concerns
    - Do pay close attention balancing functionality with download speed
  • The Art of Incident and Problem Management Recorded: Mar 19 2015 48 mins
    Kelly Deaver, Product Director, Edge Service Management and Andrew Harsch, Director, Product and Portfolio Management, Unisys
    A picture is worth a thousand words, so they say. So what type of picture do you have around your disciplines of incident and problem management? Can you see the trends? Can you identify areas for improvements in speed, costs and user experience?

    In this session we will discuss some of the results of shifting left and also skipping right to create a dynamic service environment based upon both industry best practices and actionable data.

    We will also look at some of the methods and improvements to the Edge SaaS ITSM tool that you can utilize to improve this strategic area of the service desk and IT operations management.

    Some of the topics we will cover include:

    - How to leverage templates to increase the speed of ticket creation
    - Proper alignment between services and SLAs
    - Using service notifications to improve messaging and brand
    - Creating a problem investigation from an incident
    - Developing a process around which incidents should become problems
  • 5 Pretty Darn Good Things having a Service Catalog Does for Incident Management Recorded: Mar 18 2015 31 mins
    Doug Tedder, Tedder Consulting
    Following a well-designed Incident Management process is crucial element of what is often referred to as the “Iron Triangle” for IT Service Management. In fact, this process “iron triangle” is “table stakes” for any IT organization—it is not a “nice to have”! Businesses expect their IT organizations to be able to consistently and effectively handle Incidents as well as Requests and Changes. Most organizations start their ITSM journeys by implementing the “iron triangle”, but because they’ve not taken the time to develop their Service Catalog, these critical processes are usually implemented from an IT perspective. So how could having a Service Catalog before implementing Incident Management help? Join Doug Tedder as he discusses five PDG (Pretty Darn Good) ways the Service Catalog enhances Incident Management.
  • Best Practices in IT Architecture Recorded: Mar 18 2015 58 mins
    Ohad Goldfarb, Chane Cullens, HP
    Are you looking for best practices for integrating and implementing solutions more quickly and gaining control over spend, performance and risk? The IT4IT ™ Forum of The Open Group is working to establish open standards for managing the business of IT.

    The IT4IT Reference Architecture provides the missing link between industry standard best practices and technology solutions. It provides a foundation for the IT operating model and a blueprint for accelerating IT’s transition to becoming a service broker to the business.

    Come learn more about this holistic approach that spans the entire IT lifecycle, with an emphasis on IT Operations.
  • Incident Management Has No Value! (Video panel) Recorded: Mar 18 2015 55 mins
    Barclay Rae (Barclay Rae Consulting), Stuart Rance (Optimal Service Management), Daniel Breston (Qriosity)
    IT organizations invest huge amounts of time and money in incident and problem management, but does this really create any value for their customers? In this live video panel, Barclay, Daniel and Stuart will discuss different viewpoints of these two processes, and how they can form part of our overall approach to customer experience.

    Topics to be discussed will include:
    · Are incidents and problems really different things?

    · Shouldn’t customers expect services to work properly without incidents?

    · Why do IT departments spend so much time and money on resolving incidents, when customers would rather see investment in new capabilities?

    ·How does incident management contribute to value creation?

    · Who should be doing incident management? Is it really something that should be left to the service desk alone?

    · How can these two processes contribute to customer experience, and why does this make a difference?
  • “Turbocharging” Your Response Capability Recorded: Mar 17 2015 48 mins
    Kenneth "Kengon" Gonzalez, Managing Partner, CSMP
    Today's IT organizations recognize the importance of incident and problem management in ensuring customer satisfaction, but often fail to allocate attention or budget to match its importance. At the same time, budgetary pressures, delivery demands and resource constraints are forcing those same organizations to recognize that they now need to "work smarter, not harder." With all of the tools, methods and sources of best practice guidance available, how does one select what is the best fit for an organization? How can you be sure that your improvements are going to result in the kinds of tangible improvements your sponsors and customers will recognize and value? What role does “customer-centricity” play in this? In this presentation, we’ll examine these questions, highlight some important sources of leverage and identify some practical steps that your organization can use to quickly “turbocharge” your response capability.
  • Desktop Support and Data Breaches: The Unknown Dangers Recorded: Mar 17 2015 33 mins
    Bryan Hood, Senior Solutions Engineer, Bomgar
    According to the 2014 HDI Desktop Support Practices & Salary Report, remote control tops the “must have” list of technologies to successfully provide desktop support to end users. Unfortunately, many service desks are using legacy remote access tools that often leave security gaps putting companies at higher risk of data breaches. This is not a new or unknown issue. Often, IT departments don’t realize the tools they’re using to provide tech support are also being compromised by hackers to plant malware and steal data.  According to the 2013 Trustwave Global Security Report, legacy remote access tools such as RDP and VNC are cited year after year as the most common attack pathways used by hackers. So if remote control tools top the must-have list, what can service desks do to securely support their users without putting their organizations at risk?

    This session will educate desktop support professionals on how hackers are targeting legacy systems and what they need to do to secure their environment.
  • Cloud Service Brokering Recorded: Mar 17 2015 48 mins
    Anand Chaganty, Product Manager & Prasanna Sridhar, Senior Technology Architect, Infosys
    Cloud service brokerage is an emerging hot topic for cloud computing. These intermediary services are positioned between the cloud subscriber and one or more cloud providers, to enable fast and on-demand provisioning. This presentation will explore the new ODCA Cloud Services Brokering technical paper including key considerations and usage scenarios.
The backbone of your IT infrastructure
IT service management forms the backbone of any forward looking IT infrastructure. Whether it’s the latest trends, techniques or strategies, the content in this channel will help you optimize your organization's IT operations.

Embed in website or blog

Successfully added emails: 0
Remove all
  • Title: Problem Management and the Golden Eggs
  • Live at: Sep 20 2011 8:00 am
  • Presented by: Roger Bennett, Managing Director, NGFF Ltd.
  • From:
Your email has been sent.
or close
You must be logged in to email this