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IT Service Management

  • itSMF-CursoTools. 06. Debate sobre Tendencias en Herramientas Gestión TI
    itSMF-CursoTools. 06. Debate sobre Tendencias en Herramientas Gestión TI Luis Moran - itSMF Recorded: Mar 29 2017 61 mins
    Debate con los ponentes del curso de tools, para tratar los temas de más actualidad sobre la automatización de procesos y herramientas ITSM.

    Temática como:
    Uso de Cloud y SaaS
    Interfaces Móviles y Sociales
    Integración de Servicios multi-proveedor y SIAM
    Integración de herramientas etc

    Y cualquier pregunta de la audiencia

    Luis Morán – itSMF

    Eduardo Ballesteros – itSMF
    Luis Camiro – EasyVista
    Alberto Lombardía – ProactivaNet
    Raquel Fernández – Obsidian Soft
    Eric Hamon - Serem
  • The Top Priorities for Data Intelligence and Integrity Solutions
    The Top Priorities for Data Intelligence and Integrity Solutions Dan Ortega - Vice President of Marketing Recorded: Mar 28 2017 3 mins
    Because Blazent is a leading provider Data Intelligence and Integrity solutions, I felt compelled to read Philip Russom of TDWI Research’s white paper outlining his top priorities for data quality solutions. This top list is a subset of Philip’s, with a focus on the data that typically supports the IT Service Management (ITSM) functions in an organization. ITSM functions rely heavily on a foundation of dependable data. This makes improving data quality a critical requirement for the successful delivery of IT services.
    Priority #1: Broader Scope for Data Quality We say data quality as if it’s a single, solid monolith. In reality, data quality is a family of eight or more related techniques. Data standardization is the most commonly used technique, followed by verification, validation, monitoring, profiling, matching, and so on. These techniques are applicable to data that is used by any business function including IT, Operational Technology (OT), Finance, Sales, and Marketing. Don’t make the mistake of limiting the benefits of data quality management to just IT.
    Priority #2: Real-Time Data Quality TDWI’s survey revealed that real-time data quality is the second-fastest-growing data management discipline, after master data management and just before real-time data integration. Applying real-time data quality techniques as data is created and streamed means data can be make ITSM more responsive to real-time business needs.
    Priority #3: Data Quality Services Data quality techniques need to be generalized so they are available as services that can be called from a wide range of tools, applications, databases, and business processes. Data quality services enable greater interoperability among tools and modern application architectures as well as reuse and consistency.
    Because ITSM processes rely so heavily on data accuracy and completeness, data quality services have a tremendous value potential to drive operational efficiencies.
  • CSM South East Lunch & Learn | Acorio
    CSM South East Lunch & Learn | Acorio Adam Mason, Brian Uhelski, Meghan Lockwood Recorded: Mar 28 2017 50 mins
    Adam Mason, one of Acorio's Vice Presidents, will walk you through Customer Service Management business challenges - All you need to do is enjoy your pizza!

    Additionally, within this webinar, we will showcase a demo of ServiceNow’s unique power to address these challenges.

    Webinar Outline:

    - The Problem: Getting Customer Service Wrong is Expensive
    - Here's What you can Achieve Doing it Right
    - Deadly Sins of Customer Servie Management
    - Not Contextual
    - Major Benefits
    - What do we mean by Light Speed?
    - The Next Level: Mining Customer Support to Drive Revenue (Account Insight, Upsell Cross Sell, New Products and Upgrades)
  • Bénéfices d’une meilleure gestion de vos licences logicielles
    Bénéfices d’une meilleure gestion de vos licences logicielles Florian Jorno Recorded: Mar 28 2017 47 mins
    Les directions informatiques se sont longtemps consacrées à l’optimisation de leur parc informatique d’un point de vue matériel. Cependant, un nouvel axe d’optimisation sous-estimé par de nombreuses entreprises doit être mis en lumière, la considération du logiciel en tant qu’actif.

    Snow Software, spécialisé dans la gestion des actifs logiciels, a su se positionner en tant qu’acteur de référence sur les problématiques de Software Asset Management (SAM) rencontrées par les entreprises.
    Différents leviers d’optimisation et de maîtrise des risques financiers vous seront illustrés d’une manière pratique, sous la forme de « Quick Wins », à travers notre solution Snow License Manager (SLM), au cours de ce webinar.
  • Stelligent Acquisition Briefing
    Stelligent Acquisition Briefing Joel Daly, CEO of HOSTING Recorded: Mar 24 2017 21 mins
    Join Joel Daly, CEO of HOSTING, as he goes live to discuss HOSTING's acquisition of Stelligent, a technology services company that provides DevOps Automation in the Amazon Web Services (AWS) cloud.

    Bring your questions as there will be a live Q&A during the webinar!
  • Avoiding IT and Operational Technology Convergence Pitfalls
    Avoiding IT and Operational Technology Convergence Pitfalls Dan Ortega - Vice President of Marketing Recorded: Mar 23 2017 4 mins
    In this video, we discuss pitfalls to avoid when consolidating IT and Operational Technologies

    A key technology convergence impacting the mainstream adoption of the Internet-of-Things (IoT) is the coming together of Information Technology (IT) and Operational Technology (OT).
    Below we explore five potential pitfalls to avoid when considering unified IT and OT:
    1.Visibility: Improving visibility across unified IT/OT infrastructure has some benefits such as enabling a single service desk to handle both IT and OT domains, and being able to use common management tools.

    2.Security: We have discussed how operational technology can create a risk for IT. There is, however, an upside of converging IT and OT. The converged technology infrastructure can be subject to the same security policies and can use common compliance controls.

    3.Scalability: By operating OT and IT in separate silos, you miss out on opportunities to procure complimentary technology for both. Purchasing can negotiate better discounts if they are buying technology in high volumes and IT gets to buy IT and OT technology that works together because it can be pre-integrated.

    4.Administration: By keeping IT and OT separated, an organization cannot benefit from being able to lower administration costs through streamlining and centralizing management.

    5.Collaboration: Higher up the food chain, since OT is normally more closely aligned with how the business makes money, a converged IT and OT solution can improve the partnership between business and IT.
    Blazent focuses on providing near real-time insights that can be gained by being able to ingest and analyze large numbers of IT and IoT data streams, correcting data gaps and inconsistencies before the data is consumed.
  • How Tableau pairs Jamf with Code42 to provide a better device choice experience
    How Tableau pairs Jamf with Code42 to provide a better device choice experience Matt Peterson, Tableau - Aimee Simpson, Code42 - Tad Johnson, Jamf Recorded: Mar 23 2017 37 mins
    Today, end users and IT alike understand the role technology plays in powering productivity. Employee success hinges on having the right tools and technology to work smarter and faster. As a result, businesses have found themselves with a mixture of device types and operating systems in their organization. So how can you adapt to efficiently support and enable employees through device choice?

    In this webinar, we’ll explore how Tableau Software succeeds in a cloud-first, mixed device environment that allows employees to choose their preferred operating system.

    Watch this 30-minute webinar to learn:

    *The benefits and challenges associated with Tableau’s mixed device environment
    *How Tableau performs data migrations for users who are switching platforms
    *Recommendations and considerations for offering Macs to your users


    Matt Peterson,Technical Support Specialist,Tableau
    Aimee Simpson, Product Marketing Manager, Code42
    Tad Johnson, Solutions Architect, Jamf
  • Applying Lean Practices to Healthcare IT Processes
    Applying Lean Practices to Healthcare IT Processes Troy DuMoulin, VP of Research & Development, Pink Elephant Recorded: Mar 23 2017 62 mins
    Join us for a live webcast, “Applying Lean Practices to Healthcare IT Processes" on March 23rd. Seasoned ITSM experts from Pink Elephant and Cherwell will demonstrate how Lean principles are critical in healthcare organizations for better process flow, improved patient care, and lower costs. Additionally, they will map out the connection between Lean, Agile Software Development, and DevOps, how they relate to principles of IT Service Management, and the methods to accelerate business value generation.
  • 4 things every IT Administrator needs to know about PCoIP Security
    4 things every IT Administrator needs to know about PCoIP Security Jack Cha, Product Security Engr. & Dustin Krysak, Security Analyst, Teradici Recorded: Mar 23 2017 47 mins
    Learn best practices for maximizing the security of your PCoIP Zero Client and PCoIP Management
    Join this informative session where our security experts will cover:
    •Security in a PCoIP deployment
    •Securing your PCoIP and management connections
    •Setting up profile settings for hardening PCoIP Zero Clients
    •Hardening PCoIP Management Console
    oPerforming OS security updates in CentOS
    Other best security maintenance practices
    Q&A will follow at the end of the session.
  • Top Reasons Why Your Antivirus Isn’t Working Anymore
    Top Reasons Why Your Antivirus Isn’t Working Anymore Ed Metcalf, Director of Product Marketing and Brian Robison, Senior Director of Field Technical Marketing at Cylance Recorded: Mar 23 2017 68 mins
    Are you weary from fighting malware, ransomware, and other threats that your ineffective and tired antivirus software can’t stop?

    If so, join us for our webinar, “Top Reasons Why Your Antivirus Isn’t Working Anymore” to hear why it’s time to rise up and overthrow traditional, reactive antivirus solutions in favor of proactive endpoint protection powered by artificial intelligence (AI).

    During this webinar, you will see a live demo of AI in action with CylancePROTECT®, and cover the key reasons why your current antivirus solution probably isn’t working anymore:

    - It’s Reactive: Legacy, signature-based antivirus products cannot prevent malware from executing. Cylance AI technology protects before the machine is infected.
    - It’s Ineffective: Legacy security tools perform at a 70 – 90% success rate. Cylance routinely performs with near perfect efficacy, at 99%+.
    - It’s Burdensome: On average, traditional endpoint security products use 50% to over 70% of CPU cycles during intensive scans. CylancePROTECT is outstandingly lightweight at just 1% – 3% CPU utilization.
    - It’s Costly: Signature-based antivirus solutions impact the bottom line with more layers of unproductive technology. Cylance protects with a single agent and a single cloud-based management tool, and that translates into big cost savings.
  • Applink: Automate the process flow between HPE OpsBridge & 3rd party BSM vendors
    Applink: Automate the process flow between HPE OpsBridge & 3rd party BSM vendors Stefan Goeritz, Applink and Ian Bromehead, HPE Recorded: Mar 23 2017 53 mins
    In this session we will demonstrate AppLink’s CLIP solution to implement a combined workflow of HPE OMi’s event management capabilities integrated into the incident management process of ServiceNow and BMC Remedy. In addition to CLIP’s out-of-the-box workflow, this session shows real life non-intrusive customer customizations of CLIP to address auto-assignment of incidents, context sensitive auto-resolution of incidents based on CLIP variables and direct vs. indirect integration options.
  • itSMF CursoTools: 05. Indicadores, automatización en cálculo niveles de servicio
    itSMF CursoTools: 05. Indicadores, automatización en cálculo niveles de servicio Raquel Fernández - OBSIDIAN Recorded: Mar 23 2017 55 mins
    Las organizaciones definen SLAs para especificar los niveles de servicio que prestan a sus clientes externos/internos. También para evaluar a los proveedores que les prestan servicio.

    Sin embargo, muchas veces este cálculo es manual, subjetivo y centrado en el análisis histórico.

    En este webinar se presentan las principales técnicas para definir y cuantificar automáticamente los niveles de servicio, tanto en tiempo real como históricos. A modo de ejemplo, se utiliza la plataforma OBSIDIANsoft como agregador de indicadores provenientes de herramientas de monitorización, service desk, ERPs, etc.

    ¿Cuenta su organización con una herramienta de service desk? ¿Y con herramientas de monitorización? Por supuesto, tendrán también un ERP y otras aplicaciones de negocio.

    Con los datos proporcionados por este tipo de herramientas es posible modelar los servicios de TI de una organización siguiendo las buenas prácticas de ITIL y los requisitos de la ISO 20000, definir las dependencias entre servicios y automatizar la generación de dashboards e informes de cumplimiento de nivel de servicio.
  • Réussir une gestion de configuration ITSM (CMDB) efficace
    Réussir une gestion de configuration ITSM (CMDB) efficace Karim Maadi Recorded: Mar 23 2017 47 mins
    La mise en place d'une gestion de configuration (CMDB) ITSM efficace est essentielle pour les organisations qui souhaitent comprendre et maitriser les différents composants de leur système informatique afin de :

    - fournir aux utilisateurs les services et logiciels dont ils ont besoin
    - automatiser et rationnaliser leur processus IT

    Cependant, d'après le Gartner :

    " D'ici 2018, 75 % des organisations IT verront leurs efforts de gestion de configuration échouer en raison du manque de standardisation "

    Le défi est donc majeur et ne consiste pas seulement à construire une base de données de gestion de configuration (CMDB) mais surtout à garantir que le référentiel des actifs IT (matériels et logiciels), les utilisateurs et les relations entre eux, soient standardisés, utilisables et constamment à jour. Les changements de configuration et d'infrastructure peuvent rapidement rendre ce référentiel erroné.
  • ExtraHop + ServiceNow = Seamless IT Service Management
    ExtraHop + ServiceNow = Seamless IT Service Management ExtraHop Networks Recorded: Mar 23 2017 3 mins
    See how ExtraHop and ServiceNow combine for deeper insight, greater security, and automated remediation!
  • Looking Before You Leap Into ITSM SaaS
    Looking Before You Leap Into ITSM SaaS Amy DeMartine, Principal Analyst, Forrester Research Recorded: Mar 22 2017 41 mins
    •SaaS is becoming the dominate platform of choice for customers in many areas – including IT Service Management (ITSM).  If your service management team is evaluating ITSM solutions in the cloud then you must know what are some the important criteria and topics to evaluate before signing that contract for ITSM SaaS. Senior Forrester Analyst, Amy DeMartine, will share with you what you and your team need to consider and answer questions to help you avoid the pitfalls of moving your ITSM implementation to the cloud.
  • Detect and Block Apache Struts Bug Across Your Enterprise
    Detect and Block Apache Struts Bug Across Your Enterprise Vikas Phonsa Director Product Management Web App Firewall and Frank Catucci Director Product Management Web App Scanning Recorded: Mar 22 2017 62 mins
    A critical vulnerability has been found in Apache Struts 2, and it is being actively attacked in the wild, as hackers jump at the chance to hit high-profile targets by exploiting this critical bug.

    Apache has issued an emergency security alert, classifying this as a high-risk vulnerability. If left unaddressed, organizations are at risk of remote code execution attacks, which could lead to complete system compromise.

    During this webcast, Qualys Product Management Directors Vikas Phonsa (Web Application Firewall) and Frank Catucci (Web Application Scanning) will show you how Qualys' complete, end-to-end security solutions can detect and patch the vulnerability so that you can keep your business-critical information safe from attackers.

    With Qualys Vulnerability Management, Web Application Scanning, and Web Application Firewall, you can find Struts in your environment quickly, comprehensively, and at scale, as well as shield your organization from Struts attacks while you identify and patch vulnerable systems.

    This webcast will include a live demo and Q&A session.
  • 3 Proven Workflows for A Successful Windows 10 Migration
    3 Proven Workflows for A Successful Windows 10 Migration Aimee Simpson, Product Marketing Manager, Code42 Recorded: Mar 22 2017 28 mins
    Watch this webinar to explore three distinct migration approaches taken by real businesses. We'll help you identify the best approach for your business, users and timeline. During the session we will cover:

    *The facts on enterprise adoption of Windows 10
    *Planning considerations for your Windows 10 migration project
    *Three distinct approaches to performing device replacements—and the pros and cons associated with each

    About the speaker:

    Aimee Simpson, Product Marketing Manager – Code42
    Aimee is a product marketing manager at Code42 where she helps internal audiences understand what’s happening in the category and influences product decisions through customer and market research. She has always worked in the technology industry, launching her career at data storage company Compellent Technologies at the age of 19. In her free time, she enjoys traveling with her Aussie husband in an attempt to balance her TV addiction.
  • itSMF-CursoTools: 04. Gestión de Proyectos con enfoque Agile y DevOps
    itSMF-CursoTools: 04. Gestión de Proyectos con enfoque Agile y DevOps Michel Tramoni - Serem Recorded: Mar 22 2017 51 mins
    La gestión nativa de proyectos Agile, de Pruebas, integrada con herramientas de integración continua como Jenkins o Puppet, y repositorios Git, permite gestionar de forma completa todo el ciclo de vida DevOps, desde un marco único e integrado.

    De esta forma la implantación de practicas DevOps se hace de forma natural e intuitiva, guiando a todo el personal en cada uno de los pasos de la metodología.

    Serem presenta un caso practico sobre la plataforma ServiceNow para ilustrar paso a paso cada uno de estos conceptos: Gestión de la demanda Agile, Cascada, no regresión, integración continua,...

    - Conceptos y demostración:
    +gestión de la demanda,
    +gestión de proyecto y programas,
    +recursos y finanzas,
    +Proyectos Agile, pruebas.
    - práctica: Ciclo de vida completo de un proyecto DevOps
  • Evolving Customer Support in a Shift-Left World
    Evolving Customer Support in a Shift-Left World Roy Atkinson and Peter Zeinoun Recorded: Mar 21 2017 61 mins
    More and more organizations are using the shift-left approach to support, bringing more complex work down to Level 1 and moving more repetitive work out into self-service. Likewise, more customers are seeking to solve their own problems before contacting support. With Level 1 work becoming more complex and more urgent for customers, remote support teams must optimize their processes and rethink their customer support strategies.

    In this webinar, HDI’s senior analyst, Roy Atkinson, will tell you why organizations are shifting left. You’ll discover how robust remote tools are enabling support teams in high-performing organizations to provide quick resolution to half or more of their issues.

    What you’ll learn:
    * Industry expert tips on how to run a more efficient, more cost-effective support center
    * Best practices for identifying when, where, and how to shift left
    * Actionable advice on leveraging remote support to improve the delivery of support across the support center and desktop support
    * Effective use cases for deploying technology to enhance the support teams value and optimize their role in a shift-left world

    Who should attend:
    * Support center managers seeking to improve the performance of their support centers
    * Desktop support managers seeking to familiarize themselves with the latest practices and tools
    * Anyone in technical service and support seeking a better understanding of remote support capabilities
  • The Biggest Mistakes Companies Make With a Software Vendor Audit
    The Biggest Mistakes Companies Make With a Software Vendor Audit Patricia Adam Recorded: Mar 21 2017 59 mins
    Patricia Adams will talk you through the biggest mistakes companies make with a software audit and how to avoid them
  • Digital Transformation & Data Integration in 2017: A Best Practices Case Study
    Digital Transformation & Data Integration in 2017: A Best Practices Case Study Jason Goodwill, Solutions Architect, Saint-Gobain; Andrew Davey, Solutions Consultant, MuleSoft Recorded: Mar 21 2017 55 mins
    How can you take minutes, not weeks, to develop projects and detect and fix issues? For Saint-Gobain, one of the world’s top 100 companies and a leader in Building Distribution and Construction Products, they achieved success rapidly and effectively by following some key tips.

    Join Jason Goodwill, Solutions Architect at Saint-Gobain Building Distribution Sector, UK, with Andrew Davey, Solutions Consultant, MuleSoft as they share how they began optimizing their data integration strategy and accelerated the abstraction of data from key systems in a matter of minutes, instead of weeks.

    Attendees will learn:

    - How Saint-Gobain quickly transformed its IT operations to relieve operations and drive greater agility by modernizing core processes
    - How Saint-Gobain is spearheading digital transformation by building autonomous skills in-house to enable the wider DevOps integration strategy
    - Top tips and pitfalls to look out for when approaching your integration strategy
  • Say good-bye to choppy videos & slow PDF scrolling: Hardware Accelerator
    Say good-bye to choppy videos & slow PDF scrolling: Hardware Accelerator Tim Konopelky, Systems Analyst & Patrick Mauro,Senior Product Manager Recorded: Mar 16 2017 29 mins
    Watch a short demonstration on how Teradici PCoIP® Hardware Accelerator smooths CPU peaks to deliver a consistent user experience. Say good-bye to choppy videos or lags using everyday applications thanks to the card’s powerful dynamic workload allocation capabilities.

    Enjoy full screen HD video playback and immediate performance improvements that can be achieved with PCoIP Hardware Accelerator.

    Get a glimpse of how you can enhance your VMware® Horizon View environment with the card including reduced CPU overhead. Plus, we’ll share five VDI lessons from our customers.

    Those who attend and view the webinar will receive a copy of the slide deck and FAQs.
    Q&A will follow at the end of the session.
  • The Difference Between Scrum & Kanban
    The Difference Between Scrum & Kanban Christen McLemore, Principal Transformation Consultant at CA Technologies Recorded: Mar 16 2017 61 mins
    Have you been wondering: What’s the difference between Scrum and Kanban? Or do you think they are the same thing? In reality, these two ideas are quite different and understanding these differences is key to choosing the path that will work best for your organization.

    Join us on Thursday, March 16, 10am PT / 1pm ET, for our webinar, where Christen McLemore will dig into this topic. During this webinar, we’ll:

    • Explore the key dimensions of Scrum and Kanban through Principles, Artifacts, Ceremonies, Roles and Metrics
    • Understand the key differentiators between the two development styles
    • Gain knowledge to better advise others on when each model is more suited
  • Why Hackers Keep Winning
    Why Hackers Keep Winning Jon Hendren, Senior Security Researcher, UpGuard Recorded: Mar 15 2017 31 mins
    IDC predicts that one of every four people on Earth will be affected by a data breach by 2020. Yet a recent Nasdaq report found that “91% of Board Members at the most vulnerable companies can't interpret a cybersecurity report.” Given that breaches doubled in 2016, the knowledge gap between executives and IT must be bridged.

    Companies have responded to these attacks with various tools, such as anti-virus, malware and other endpoint protection, intrusion detection and prevention systems, and others. But despite these additions, data breaches have been increasing steadily over the past five years. This means that either the attackers are improving faster than multibillion dollar security vendors, or that traditional security mechanisms aren’t enough to protect enterprise data. Without direct visibility into the IT environment, non-technical executives can only trust in their technical leadership, who in turn must trust their technicians, who in turn must trust the technology itself, a trust that without hard data is at best an educated guess.

    About the presenter:

    Jon is an IT security and cyber risk evangelist at UpGuard. He doesn't *like* like risk, he just likes talking about it. More importantly, he likes talking about how it intersects with business risk, and how an accurate picture of cyber risk is one of the most important steps organizations can take toward proper cyber resilience.
  • How Next-Gen Mobile Platforms are Conquering Mobile App Challenges
    How Next-Gen Mobile Platforms are Conquering Mobile App Challenges Chris Marsh, 451 Research; Avinash Harsh, Sonata Software; Michael Ong, Halosys; & Ravi Naik, Former SanDisk CIO Recorded: Mar 15 2017 56 mins
    Enterprises are facing an ever growing demand for mobile applications. To create and manage meaningful and sustainable mobility programs, while keeping up with the pace of this demand, enterprises should seek solutions that help them conquer the top challenges in large scale mobility programs by providing:

    •Security across apps, data, users & devices
    •Reducing cost & increasing the speed of development
    •Seamless connectivity to multiple systems including legacy and home grown environments
    •Holistic & consistent experience across mobile & web channels
    •Deployment of applications to customers, partners, employees and vendors
    •Streamlined post launch operations by providing real time monitoring abilities

    We will discuss these challenges and look at how one of the next generation mobile platforms is simplifying enterprise mobility and addressing these key challenges.
  • Stroke of genius; The only known way to fully protect against keystroke loggers
    Stroke of genius; The only known way to fully protect against keystroke loggers Peter Ridgley, President, Verterim inc. CJ Brunet, President, Advanced Cyber Security Mar 30 2017 3:00 pm UTC 60 mins
    Reduce the costs and risks associated with incident response through stronger prevention. According to the 2016 Verizon Data Breach Report, the majority of confirmed data breaches involved stolen passwords. Learn what your peers are doing to reduce the impact of stolen credential breaches and other sensitive data right at their fingertips.  Join Peter Ridgley President of Verterim and CJ Brunet, President of Advanced Cyber Security on March 30th at 11 a.m. est. for an overview on overcoming the business challenges and preventions for advanced cyberattacks. Learn how encryption at the keystroke level can help prevent these attacks and address PCI, Healthcare, Financial Services and other regulatory requirements at the same time.
  • The Blueprint for Managing Small Business Cybersecurity Risk
    The Blueprint for Managing Small Business Cybersecurity Risk Emory Simmons, President of CMIT Solutions of South Charlotte Mar 30 2017 3:00 pm UTC 60 mins
    Over the last few months, cyberattacks have dominated the news, creating uncertainty about how best to protect the value small business owners have worked to create. In this webinar, Emory Simmons, President of CMIT Solutions of South Charlotte, outlines today’s online threats and lays out a plan small businesses can use to manage risk.

    Invest an hour to attend, The Blueprint for Managing Small Business Cybersecurity Risk, on March 30th at 11:00 am EDT as we cover the following topics:

    - Current cyberthreats facing small businesses
    - Case study of a recent attack that took a business down for 1 week
    - The blueprint your business can follow to manage cybersecurity risk
    - Actionable steps you can start taking immediately
    - Resources to help you perform a risk assessment
  • The Pursuit of Award-Winning Service Improvement: A Case Study from CGI Federal
    The Pursuit of Award-Winning Service Improvement: A Case Study from CGI Federal Shane Knipschild, Tom Wible, and Leslie Cook (moderator) Mar 30 2017 5:00 pm UTC 75 mins
    The HDI Service Improvement Award recognizes an organization that has successfully implemented or improved one or more service offerings. Attend this webinar to learn how the 2016 award winner, CGI Federal, implemented world-class service improvements. Shane Knipschild and Tom Wible will share:

    * The state of the organization before CGI Federal launched its service improvement initiative
    * The strategy for CGI Federal's service improvement initiative
    * The outcome, including lessons learned and the impact on CGI Federal
  • Security via Automation - Where Do You Draw the Line?
    Security via Automation - Where Do You Draw the Line? Harold Byun, Sr Director of Product Management, ServiceNow & Piero DePaoli, Sr Director of Product Marketing, ServiceNow Mar 30 2017 5:00 pm UTC 60 mins
    Automation in Security. Is your organization doing it? And if so, how much is really being automated? Where does good automation end – giving way to unsafe choices that can spiral out of control? Where should enterprises draw the line?

    Tools designed to enable automatic blocking or isolate a compromised system have been known to inadvertently take down critical business applications, leaving security operations teams wary of "automation." However, there are security tasks that can be safely automated without putting systems or jobs at risk. With more precious time back, security analysts can spend more time hunting and responding to threats.

    Join Harold Byun and Piero DePaoli, security operations product leaders at ServiceNow, as they discuss and demonstrate approaches to no‑risk automation that can help you dramatically improve the effectiveness of your security response program.

    Viewers will learn:

    - Why automation is critical for efficient enterprise security response
    - A short‑list of repetitive, but necessary tasks that are prime candidates for automation
    - Steps to getting started
  • Security Visbility at Scale for Dummies
    Security Visbility at Scale for Dummies Chad Russel, Cyber Security Expert Apr 4 2017 3:00 pm UTC 45 mins
    Explore how architecting a modern security visibility network infrastructure can help your business adapt to new threats, lengthen the usefulness of your current security system investments, and enhance uptime and availability to drive business assurance.

    As security threats grow in scope and volume, you increasingly need to ensure complete and timely security visibility down to the packet level. Join Chad Russell, a leading cyber security expert and author of the 2017 “Security Visibility at Scale for Dummies,” as we review the critical highlights from this popular guide.

    Attend the webinar to:

    * Understand security visibility basics
    * Learn the difference between supporting inline and out-of-band systems
    * Find out what’s involved in optimizing packet flows
    * Review security visibility use cases

    The webinar is designed for network & security architects, network operations, and network security specialists.

    Speaker bio:

    Chad Russell has been in the cyber security business for over 15 years. He leads and conducts security risk assessments for customers throughout North America. Chad has held numerous certifications including CISSP, CCNP, MCSE, and MCDBA. Connect with him on LinkedIn.
  • DevOps and the API Lifecycle: How to Enable Speed, Quality & Agility
    DevOps and the API Lifecycle: How to Enable Speed, Quality & Agility Andrew Davey, Solutions Consultant, MuleSoft; Aaron Landgraf, Sr. Product Marketing Manager, MuleSoft Apr 4 2017 3:00 pm UTC 45 mins
    The mandate for applications to change is nothing new. Pushing those changes from design to production in hours, however, is something traditional software delivery models can't handle. DevOps practices have emerged as a viable approach to enabling this speed with quality for increased application performance and better architectures.

    In this webinar, we will highlight how DevOps practices and tooling can be applied with Anypoint Platform when implementing and managing an API.

    Attendees will learn:

    - How (and why) to create a DevOps pipeline with Anypoint Platform
    - Setting up a Maven project in Anypoint Studio
    - Connecting Mule projects with a Git repository
    - Creating automated tests with MUnit and JUnit
    - Deploying Mule applications automatically with Jenkins
  • The Future of Security Incident Response
    The Future of Security Incident Response Joseph Blankenship, Forrester Senior Analyst and Piero DePaoli, Senior Director, ServiceNow Apr 6 2017 5:00 pm UTC 60 mins
    The era of the megabreach is upon us. And it's had a seismic effect on global businesses. Many name‑brand organizations are spending millions dealing with the aftermath of losing customer data or intellectual property, and others are working as hard as they can to avoid the type of media attention that no one wants.

    The core issue is that security teams are overwhelmed and lack the speed and agility to effectively stop a breach. The only way to make security teams more effective at stopping breaches is to automate security incident response processes.

    Join guest speaker Joseph Blankenship, Forrester Senior Analyst, and Piero DePaoli, Senior Director from ServiceNow's Security Operations team, in this on‑demand webinar as they discuss and demonstrate the following.

    •The need for rules of engagement to defend against breaches
    •Defining policies and workflows to automate much of incident response
    •Best practices for creating a response index
    •Six game‑changers for efficient security incident response ‑ in action
  • The InfoGov Playbook: How a Modern Workforce Needs to Handle Data
    The InfoGov Playbook: How a Modern Workforce Needs to Handle Data Sean Doherty Apr 6 2017 5:00 pm UTC 60 mins
    Information governance (IG) is a hard nut to crack in organizations, where it often lacks proper definition and eludes common user interfaces. As organizations pursue digital transformation and create, collect and use data to determine strategy and command performances, IG makes playbooks for how a modern workforce should appropriately use and consume data assets. This webinar discusses IG as a discipline, framework and collection of technologies to identify, assess and protect information assets and respond to regulatory and litigation risks and global privacy concerns.
  • Using Microservices & APIs to Revolutionize Digital Healthcare: A Case Study
    Using Microservices & APIs to Revolutionize Digital Healthcare: A Case Study Matt Serna; Nial Darbey; Joydip Homchowdhury; Jon Duke; Steve Rushing Apr 11 2017 3:00 pm UTC 60 mins
    In the United States, the Department of Veterans Affairs is responsible for providing healthcare and other services for over 21 million veterans. Currently, veteran data and health records are housed in a variety of distinct, complex systems, each holding discrete records of veteran interactions with military, community, and VA health teams.

    The Digital Health Platform (DHP) strategy, developed in partnership with the Veterans Health Administration (VHA), calls for a cloud-based technology platform integrating Veteran data from VA, military and commercial electronic health records (EHRs), applications, devices and wearables to a Veteran’s healthcare team in real-time.

    Delivering on their vision required the adoption of a composable architecture, using APIs to abstract away complexity from EHRs into discrete units of business capabilities, represented via microservices. In this webinar, the DHP team will present methodology and technology insights drawn from the public-private collaboration that built the proof-of-concept, and share the role MuleSoft’s Anypoint Platform helping enable this vision.

    Attendees will learn:

    - Why EHRs on their own are insufficient to meet modern interoperability requirements
    - How APIs can be used to unlock and orchestrate healthcare data for cloud application consumption
    - Why microservices can increase IT agility for both government agencies and private sector companies
    - How the Digital Health Platform leverages MuleSoft’s Anypoint Platform to improve care delivery for veterans
    - What organizations outside healthcare or government can learn from this digital transformation approach
  • iSpeak Cloud: Incorporating Mobile First into YOUR Cloud Strategy
    iSpeak Cloud: Incorporating Mobile First into YOUR Cloud Strategy Jeanne Morain, Jamie MacQuarrie (Founder Appivo), Harish Sathisan(Director Mobility Avnet) Apr 11 2017 4:00 pm UTC 30 mins
    Mobility connects your most critical assets - your people to your cloud resources. Often times Mobility is an after thought of the bigger Cloud or Transformation strategy versus an integral part. As companies focus on a user in versus a technology approach to transformation - they need to put their mobility cloud strategy at the front and center. Join Jeanne Morain and special guests Jamie MacQuarrie (founder of Appivo) and Harish Sathisan (Director Mobility Avnet) for a lively discussion and insight on what a mobile first strategy means. The trio will provide best practices and prescriptive guidance on how mobility will/should affect your transformation efforts. They will give the top challenges and solutions to overcome them in the enterprise.
  • ServiceNow Innovation in 2017: The Hype vs. Reality | ITSM Midwest Lunch & Learn
    ServiceNow Innovation in 2017: The Hype vs. Reality | ITSM Midwest Lunch & Learn Ross Rexer, Dave Kruchten, Meghan Lockwood Apr 11 2017 5:30 pm UTC 60 mins
    Join Acorio's Vice President, Ross Rexer, and Midwest Sales Manager, Dave Kruchten to learn how organizations are modernizing their IT Services with ServiceNow's best-in-class cloud-based ITSM.

    What You'll Learn:

    - ServiceNow's power to transform businesses
    - How to go beyond low-hanging fruit and pick REAL opportunities
    - Real-world examples of companies revolutionizing IT Service Management
  • The Role of IT Leadership in Service and Support
    The Role of IT Leadership in Service and Support Jeff Rumburg, Managing Partner at MetricNet Apr 11 2017 6:00 pm UTC 60 mins
    As the gateway to IT for most end users, service and support is the biggest driver of customer satisfaction and can generate a tremendous return on investment. IT leaders and managers who ignore these facts do so at their own peril, for the simple truth is this: the success and longevity of an IT management team are directly tied to the success of service and support. In this session, Jeff Rumburg will use benchmarking data and case studies to demonstrate the untapped value of all service and support organizations.
  • ITSM: A valuable digital transformation component
    ITSM: A valuable digital transformation component Adam Holtby, Ovum Apr 12 2017 12:00 pm UTC 50 mins
    Digital transformation is, undoubtedly, a hot topic and an area of significant interest to organizations across the globe. It's important to remember that digital transformation means different things to different organizations and encompasses many different themes and considerations. There are, however, common areas that are imperative to any digital transformation effort. This webinar will draw upon Ovum data and analyst insights and discuss the digital transformation elements deemed important by businesses and how ITSM capabilities can help support them.
    In this webcast you will learn about:

    •What does it mean to digitally transform and why is it such a hot-topic at present?
    •What are organizations prioritizing when it comes to digital transformation?
    •How ITSM can support organizations in executing against digital transformation objectives.
    •Why ITSM capabilities and practices are becoming more widely embraced in other business areas.
  • ITSM Advice: Getting Self-Service Right and Increasing Adoption
    ITSM Advice: Getting Self-Service Right and Increasing Adoption Stephen Mann, Principal and Content Director, ITSM.tools Apr 12 2017 1:00 pm UTC 45 mins
    Many IT organizations are still struggling to achieve self-service success. Well, to be more precise, they are still struggling with end user adoption of their newly deployed self-service capability.

    Why? Some causes relate to not truly understanding end user wants and needs, and issues with organizational change management (or the lack of it). But IT self-service, and every other offered service, is not provided in a vacuum - with end users’ expectations increasingly influenced by their often-superior consumer-world experiences. These consumer-world-driven expectations also apply to other organizational service providers, such as HR and facilities, making the approach to self-service capability delivery a company-wide issue whether part of an enterprise service management strategy or not.

    This webinar will talk to the state of self-service success, the common issues experienced with IT self-service initiatives and what can you do to avoid them, and other good practices to employ both pre- and post-self-service go-live.

    In accordance with its Privacy Policy, CA Technologies may disclose your registration information with its partner(s) which assist with this presentation. For more information about CA’s disclosure practices, please visit the CA Privacy Notice here http://www.ca.com/us/privacy.aspx.
  • The Importance of Roles & Organizational Structure in Digital Transformation
    The Importance of Roles & Organizational Structure in Digital Transformation Michael Azoff, Ovum Apr 12 2017 1:00 pm UTC 45 mins
    The convergence of tools and processes has been instrumental in making agile and DevOps successful. The roles and re-structuring of the organization that lead to changes in behavior are just as important, if not more so, than agile process and automated tools. Large enterprises will continue to be multi-speed/hybrid environments. In this session we examine how to make the agile and DevOps cultural change succeed in real companies.
  • Overcoming Mobility Paralysis
    Overcoming Mobility Paralysis Craig Reigelhaupt, Mobility Director Apr 12 2017 2:00 pm UTC 45 mins
    Blue Hill recently conducted a study on the true cost of not acting on a managed mobile policy for the Enterprise. The results of this study provide a wake-up call for large enterprises that continue to approach mobile through a status-quo policy without considering the full costs from a financial, technical, logistical and strategic perspective. In our webinar we will reflect on each of these points of view as they relate to mobile, and provide an actionable plan to help you overcome what we term "Mobile Paralysis" or the barriers to implementing a truly holistic mobile policy for your organization.
  • PMO: Strategic, Agile and Value Oriented
    PMO: Strategic, Agile and Value Oriented Margo Visitacion, Forrester Apr 12 2017 2:00 pm UTC 50 mins
    Responding to demand for high quality customer experience, firms are pervasively adopting Agile and using those practices to deliver initiatives. Unfortunately, when these digital initiatives scale, the lack of enterprise program management maturity quickly becomes evident. Consistent disciplines are essential, but past PMO failures make IT leadership leery. The next generation PMO takes a center of excellence approach to strike the right balance: stripping bureaucracy to focus on strategy, practice lean portfolio management practices, build competencies, while delivering them in a lightweight service oriented approach.

    This presentation discusses the organizational structures, skill sets, practices and tools that enable modern, Agile PMOs keep organizations focused, mitigate dependencies and measure delivered value.
  • ITSM Evolution: The Journey to Enterprise Service Management
    ITSM Evolution: The Journey to Enterprise Service Management Eveline Oehrlich, Forrester Apr 12 2017 2:00 pm UTC 50 mins
    Digital business requires an integrated approach to delivering services. The journey from IT service request management to enterprise service management is challenging organizations of all sizes and maturity levels. The traditional IT service catalog is becoming the enterprise service portal, providing access to services, apps, resources, and support. Self-service and automation must blend with higher-touch collaborative interactions and expert support in an end to end flow. Predicting when routine interactions are about to escalate is increasingly essential. Ultimately, a customer-led, data-driven, well-designed experience is needed, to support the high performing digital professional and their team.

    This session will cover.

    - The maturity journey for service management organizations
    - The evolution from IT to enterprise service management
    - The promise of predictive analytics in supporting the customer journey
  • Accelerating Customer Value in the App Economy
    Accelerating Customer Value in the App Economy Dennis Drogseth, EMA Apr 12 2017 3:00 pm UTC 50 mins
    The primary challenge facing organizations in the App Economy is delivering more value to customers faster than the competition. To achieve optimal value, organizations need to examine the entire Software Development Lifecycle (SDLC) and the value that it delivers across its phases. True customer value is achieved when all teams in the chain are aligned and supported by end-to-end services and solutions.

    Join Dennis Drogseth from Enterprise Management as he explore why successful agile enterprises start with the people first; collaborative, empowered teams that build and deliver the right products to customers quickly.

    Attend to learn how to:

    • Empower the seamless management of services, projects, products, people, and financials
    • Drive both service desk productivity and business-user satisfaction with collaborative self-service, automation, and change management capabilities
    • Enable planning, prioritization, and tracking of the work that needs to be done and Continuous Delivery, providing automated test and release functionality to speed delivery
  • Get Agile By Moving From Perfect to Fast
    Get Agile By Moving From Perfect to Fast Jeffrey Hammond, Forrester Apr 12 2017 3:00 pm UTC 50 mins
    Your customers are adopting new product experiences more rapidly than ever before — what Forrester calls “hyperadoption.” These hyper-demanding customers require immediate satisfaction, relentless innovation, and rapid iteration. How do you pivot your teams, processes, and culture to make them more Agile and help them shift from a preference for bulletproof solutions toward a bias for action — and a tolerance for occasional failure?

    In this session Forrester Vice President & Principal Analyst Jeffrey Hammond will review how digital disruptors are replacing traditional development and delivery processes with Agile practices, dev-ops techniques, and a product development mindset. We’ll also examine the cultural impact this shift creates, especially when it comes to recruiting talent and organizing teams. Finally, we’ll examine how delivery tactics and tools are evolving in support of these high-performance Agile development and delivery teams.
  • What’s New in CA PPM 15.2?
    What’s New in CA PPM 15.2? Douglas Page, CA Technologies Apr 12 2017 4:00 pm UTC 50 mins
    The latest version of CA Project & Portfolio Management comes with new role-based user experiences and deeper integration into Agile Central. As Millennials keep switching jobs at twice the rate, CA PPM 15.2 helps businesses match evolving skill sets with the right projects. A new feature called Telescoping lets resource managers take care of both long and short term needs from a single screen. Project coordinators can solve staffing issues in real time with new collaboration tools. And the CA PPM time-management app now is available for developers working inside Agile Central. Come see Doug Page, product expert at CA Technologies, demo the new CA PPM 15.2.
  • What is Business Agility?
    What is Business Agility? Stephen Denning, Thought Leader and Author Apr 12 2017 4:00 pm UTC 50 mins
    Business agility is an increasingly common theme discussed in organizations, but what is it? Research has shown that there are three laws or principles found across all agile organizations:

    • The law of the customer: An obsession with delighting customers by continuously adding value for customers and users, as well as a recognition of the current need to generate instant, intimate, frictionless value at scale.

    • The law of the small team: Big difficult problems need to be disaggregated into small batches and performed by small cross-functional autonomous teams, working iteratively in short cycles in a state of flow, with fast feedback from customers and end-users.

    • The law of the network: A recognition that, to achieve full business agility, the whole organization needs to embrace the entrepreneurial mindset.

    Pursuit of all three laws is key to sustaining business agility. Individually, none of the observed management practices are new. What is new and different is the way that the management goals, practices and values constitute a coherent and integrated approach to continuous innovation, fueled by a pervasive entrepreneurial mindset.
  • Creating Digital Businesses
    Creating Digital Businesses Jim Tremlett, Agile Advisor, CA Technologies Apr 12 2017 5:00 pm UTC 50 mins
    The third wave of agility has begun – business agility (Wave 1: agile, Wave 2: scaled agile, Wave 3: business agility).The transformation of enterprises to digital businesses is leading this third wave. In this talk, we’ll discuss what this “digital transformation” entails.

    As evidenced by attendance at the recent, inaugural Business Agility Conference in February, this transformation is most acutely felt in the digital arms of traditional banks and financial services companies were rapidly changing customer expectations and competitive pressures from fintech start-ups are driving the transformation.
  • The Many Faces of IT Service Support in a DevOps Context
    The Many Faces of IT Service Support in a DevOps Context Roy Atkinson, HDI Apr 12 2017 5:00 pm UTC 50 mins
    According to industry analysts, as much as 75 percent of the U.S. workforce will be mobile by 2020, and many will be using their own technology, under BYOD policies. This means that service desks must respond to a wide range of issues and requests, and do so more rapidly than ever, for a wider array of technologies.

    HDI research tracks twelve major channels for support with newer channels such as mobile app, text message, social media, and system-generated tickets (auto logging) becoming more popular year-over-year, while traditional phone and email channels have dropped in popularity.

    These changes, along with the continuing trend of consumerization (expecting business IT to be friendlier and more responsive, like consumer products and services), mean that support needs to pay more attention to and cooperate more closely with all the other IT teams, including application developers and system administrators. The culture of support needs to move toward more agility and velocity, and thus has a good deal to learn from DevOps and Agile methodology.

    In this session, HDI writer and analyst Roy Atkinson will explain how:
    •Changing customer behaviors and preferences require new ways of measuring support success
    •DevOps positively impacts the ability of support (HDI research)
    •Contact trends and channels will continue to change into the future
    •Automation can assist and accelerate support