Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.
Steve Wilson, VP, Product for Cloud and IoT, Citrix and Robin Manke-Cassidy, Director, Product Marketing, CitrixRecorded: Jan 27 202036 mins
While the cloud does provide businesses greater agility, migrating to the cloud and then managing the cloud is a different story.
Learn how Citrix simplifies your cloud journey by easily migrating workloads, provides choice through partnerships with Microsoft, Amazon and Google and other cloud ecosystems, improves the cloud experience for your users and reduces IT management and security complexity for IT.
Join us and learn how to:
- Seamlessly migrate workloads to the cloud private or public including Azure, AWS, Google
- Enhance cloud reliability, speed up load times, reduce network latency
- Improve cloud worker experience
- Reduce cloud based security threats with user-centric analytics
- Simplify cloud management including apps, data, device and network through a single console
Peter Prose, VP Product Marketing & Ana Ruiz, Technical Marketing Architect, Kevin Binder,Principal Product Marketing ManagerRecorded: Jan 23 202044 mins
With Citrix Workspace with intelligence and microapps you can create a better experience so employees become more productive and engaged.
A great employee experience is everything. It drives higher productivity and engagement, and ultimately, higher revenues and better customer satisfaction. Tune in to this one-hour webinar to learn the best way to get there – with Citrix Workspace with intelligence and microapps. This technology can be added to an existing Citrix infrastructure or newly-deployed. Citrix Workspace makes life easier for employees by enabling them to cut through the clutter and actually get work done. And for IT, managing digital workspaces from a single console is easy and effective.
- the simple process of building and deploying microapp workflows using the Citrix Workspace Microapp service
- the Microapp Builder interface with built-in SaaS integrations
- details that relate to your particular IT environment -- product experts will be on hand who can answer questions during the webinar.
Mike Korembaum, Senior Technical Marketing Engineer Manager at CloudGenixRecorded: Jan 23 202044 mins
A large national retailer headquartered in Georgia USA recently deployed an SD-WAN solution in order to deploy Internet broadband, migrate to AWS and Azure cloud, migrate voice to UCaaS and enable new customer experiences at the retail stores.
Unfortunately, after deploying an SD-WAN solution from their legacy vendor, the customer faced numerous challenges that threatened to erase the multiple benefits of an SD-WAN deployment and negatively affect their overall performance. The team faced issues with VPN scalability challenges, LTE, poor availability of key business applications, visibility and troubleshooting; as well as a very complex integration of cloud-security solutions.
However, all was not lost! Learn the 4 crucial decisions the customer made to overcome their SD-WAN challenges, set their project back on track, and deliver tangible results to their business.
Jae Lee Director, Product Marketing Splunk Inc.Recorded: Jan 23 202066 mins
Security teams are underfunded, understaffed and overwhelmed by constantly putting out fires. They struggle to deal with threats and attacks, while having to answer hard questions from management. Everyone is demanding detailed, accurate answers about cyberthreats and risk and compliance – and they all need answers NOW.
So, how useful is it to know that you’re not alone, since others are in the same boat? The answer is “not useful at all.” What IS useful, is knowing how to work smarter and get answers faster.
Join us in this one-hour technical deep dive and demo to learn:
- How to analyze events from three common data sources to look for malicious activity
- How to get more efficient at discovery, triage and the investigation of potential security incidents
- How to leverage automation methods to accelerate investigations and get answers faster
Sean Kaine, Apcela VP of Marketing and Sales, and Kunal Thakkar, Head of EngineeringRecorded: Jan 23 202030 mins
SD-WAN has quickly moved from a nice-to-have to an enterprise roadmap imperative. Join us we explore why and how SD-WAN will play an even more expansive role in the enterprise network security architecture over the next 3 years.
Charles Betz, Principal Analyst, ForresterRecorded: Jan 23 202066 mins
IT Leaders are under a constant mandate to drive and support innovation throughout their entire organizations. All too often, however, this mandate is not accompanied by increased budget and resources forcing leaders to "do more with less." It is vitally important for IT leaders to have the visibility they need to continually monitor and tune their operations, enabling them to shift from fixing issues to driving innovation.
How can you leverage IT Business Analytics to deliver value across your organization?
Join Srikant Gokulnatha (Chief Product Officer at Numerify) and our guests, Charles Betz (Lead DevOps Analyst at Forrester), and Line Larrivaud (Forrester Consulting) as they share:
- Why IT needs Business Analytics to transform customer experience, now more than ever
- How you can save $4M through reduced incident volume, analytics automation, and better vendor management
- What are the best practices for using AI and BI across the IT Planning, Development, and Operations functions
- How customers can achieve a three-year 214% ROI with Numerify IT Business Analytics and other independent findings from our commissioned Forrester Consulting Total Economic Impact™ (TEI) study
Stefan Mollnau | Cisco MerakiRecorded: Jan 23 202063 mins
Das Arbeiten mit digitalen Inhalten, im Internet und mit mobilen Endgeräten ist zum zentralen Thema für modernen, zukunftsorientierten Unterricht und Vorlesungen geworden. Wie schaffen Sie es, trotz knapper Ressourcen, ein verlässliches und sicheres IT-Grundgerüst für digitales Lernen einzurichten? Lernen Sie im Webinar mehr über Herausforderungen, Trends, und Lösungswege für Bildungseinrichtungen der Zukunft.
Erfahren Sie, wie Sie Cloud Managed IT dabei sicher in die Zukunft begleitet und eine Technologie bietet, die einfach funktioniert.
Patrick Von Schlag, President, Deep Creek CenterRecorded: Jan 23 202064 mins
Value Stream Mapping is a powerful technique introduced as part of LEAN practices which helps organizations to identify work bottlenecks, prioritize improvements, and dramatically improve workflows. The ITIL 4 Service Value Chain introduces this concept into the ITIL guidance, and challenges us to map our workflows across the Value Chain activities to demonstrate how we facilitate the co-creation of value with our service customers. In this session we will cover the ideas of Value Stream Mapping and how to conduct a Value Stream Mapping Session, then assess how the Service Value Chain provides a model for assess how IT practices facilitate desired outcomes, from incident response to service request fulfillment to new service design.
Oliver Presland Ensono, Mark Anzani IBM, Matthew Roseblade IBM and Bryan Glick ComputerWeeklyRecorded: Jan 23 202026 mins
The tried-and-true mainframe is still alive and kicking in data centres across the world, just as it has been for decades. The difference is that in today’s technology landscape mainframes have new integral functions as key components within hybrid cloud architectures, and even as new foundations for mainframe as-a-service delivery models.
Suffice it to say, mainframes are here for the long term, and they’re continuing to evolve.
Tune into this webcast to hear ComputerWeekly’s editor-in-chief Bryan Glick curate a discussion between leading mainframe experts from Ensono and IBM about the role of mainframes in today’s rapidly evolving IT landscape – and hear their predictions about the evolution of mainframes beyond 2020.
Katie Kavanaugh, QA Director - Mansfield , Vasanth Manickam, Technical Test Manager- Aspire SystemsRecorded: Jan 23 202046 mins
The purpose of this webinar is to discuss how choosing the right Agile Program Framework influences Quality Engineering and Testing. It also briefs how it plays a pivotal role in adding value to the IT landscape of Mansfield.
•Approach to handling quality through the right combination of Strategical and Tactical Testing
•How to leverage test automation to help the entire agile process
•Continuous learning and proactive planning to minimize defects
•Aligning QA vision abreast the futuristic needs of the business
•Implementing continuous improvement and assurance that the Agile Program Framework remains relevant
Jeff Jack; Greg McDonald; Liezl van StadenRecorded: Jan 23 202062 mins
Today, many businesses are seeing the vital role of cloud in their organisations. And while cloud had promised to alleviate many common business pain points, enterprises are struggling to unlock the desired and potential business outcomes from their cloud solution. This is why multiple businesses are seeing the benefit to the hybrid approach of on-premise data centres coupled with cloud capabilities.
In this hour-long webinar, we intend to unpack all things cloud. Joined by industry-leaders in the space, we promise this session will be jam-packed with fresh insights on Hybrid Cloud – including the latest from VMWorld Conference 2019! Make sure not to miss out by securing your spot here.
Udi Gotlieb, VP of Product Marketing, SolarWinds ITSMRecorded: Jan 22 202034 mins
According to IBM, 98% of companies plan to use hybrid cloud computing by 2021*. Hybrid IT is already a reality in most organizations. So, what does it mean?
The typical IT shop includes a combination of tools and applications that reside on-premise, in the public cloud, and in the private cloud. The environment might look different month-to-month as certain technologies transition to the cloud. Hybrid IT creates enormous business potential but also brings a dynamic set of challenges—particularly in service delivery.
Join Udi Gotlieb, VP of Product Marketing at SolarWinds, to learn how IT service management (ITSM) can support the ever-changing hybrid IT environment and the challenges it brings, including:
-Managing and consolidating workflows between systems
-Maximizing service delivery from complex technology infrastructure
-Where and how to integrate ITSM and IT Operations
*IBM report, “Assembling your cloud orchestra,” October 2019
Who Should Attend:
-Service Desk Managers
-Network and Systems Administrators
David Van-Schravendijk, Product Marketing Cisco MerakiRecorded: Jan 22 202055 mins
Join Cisco Meraki for a tour of their new class of cloud-managed security appliance that integrates SD-WAN with a next-generation firewall, internet gateway services, site to site VPN, and application traffic shaping, all with the power and simplicity of web-based centralized management.
John Shores, Director, IT Operations at H&R Block, and Usman Sindhu, Product Marketing Manager at ServiceNowRecorded: Jan 21 202056 mins
Digital business services need to run on modern infrastructure. For your IT Operations, it’s crucial to keep these services performing as well as have the ability to resolve disruptions quickly and efficiently. A necessary phase of your AIOps journey incorporates service-aware event management that extracts data from your infrastructure in order to understand business service performance.
Join this webinar as H&R Block shares insights into the four critical steps of this first phase:
- Step 1: Organize data from your event monitoring sources to understand service degradation
- Step 2: Utilize event management to reduce event noise
- Step 3: Reduce mean time to resolution (MTTR)
- Step 4: Drive remediation from the same place you take alert action
Leveraging AIOps best practices to achieve high-performance business services is key to your IT Operations
The 2010s were a decade of rapid-fire evolution in IT, technical support, and service management: from mobile devices to remote support, knowledge management to enterprise service management and ITIL4, countless technologies, processes, frameworks, and methodologies emerged to change the way IT gets done. It was an exciting, sometimes exhausting, decade…but what do the 2020s have in store for technical support and service management?
Based on HDI’s industry-leading research and insights gained from our community, this webinar will highlight the trends we see on the horizon for technical support and service management as we roar into the 2020s:
• What’s happening with staffing and training?
• Which technologies are on the rise? Why?
• What shifts are taking place with regard to frameworks and methodologies (ITIL4, Agile, etc.)?
• What big initiatives should you be paying attention to?
Organisations with limited IT resources, yet with an enterprise’s needs - scalability, security, and reliability - often struggle to deliver a robust wireless experience. In this live webinar, we will show how cloud computing brings simplicity and effectiveness to wireless networks.
Kaspersky's Dr. Amin Hasbini, Head of Global Research & Analysis Team for META and Maher Yamout, Senior Security ResearcherRecorded: Jan 21 202054 mins
During the webinar Dr. Amin Hasbini, Head of Global Research & Analysis Team for META at Kaspersky, and Maher Yamout, Senior Security Researcher at kaspersky, will talk about the evolving threat landscape in the Middle East, Turkey and Africa. The webinar will explore some of the key trends in terms of tools, techniques and processes likely to be used by such groups against government organizations, enterprises, critical infrastructure, society at large, and more – and consider what that means for organizations, the security community and international cyberspace. In addition to that, the web meeting will be focused on the outlook for the 2020 and new challenges that cybersecurity industry will possibly face on the edge of a new decade.
Dr. Amin Hasbini
Head of Global Research & Analysis Team for META, Kaspersky
Fedor Sinitsyn and Orkhan Mamedov, Kaspersky Advanced Threats Research and Detection TeamRecorded: Jan 19 202058 mins
Ransomware, or malicious cryptors, are among the most active types of malware in 2019: This year, they’ve been paralyzing the infrastructure of cities, commercial and public entities. Fedor Sinitsyn and Orkhan Mamedov, Kaspersky Advanced Threats Research and Detection Team will summarize their experience and share insights on what we learned this year, and what is coming up on the threat landscape.
The following topics will be covered during the webinar:
- Overview of active ransomware families and groups in 2019
- The main vectors of cryptor distribution
- Detailed analysis of the most popular and advanced cryptor families
- Targeted attacks on organizations
- Use of legitimate software by cryptors
- How to avoid becoming a victim (using products to protect an organization's infrastructure)
- What to do if an organization becomes a victim of a cryptor
As another year passes, Apple's commitment to empowering business and education organizations is unquestionable. Evolved management capabilities and strategic partnerships aim to help more students, teachers and employees enjoy the unmatched capabilities of the Apple ecosystem than ever before.
Before you finalize your technology plans for 2020, join us for a brief recap of the major milestones Apple has hit in 2019, and take a sneak peek at what Apple IT trends you can expect in the next year.
- Apple IT accomplishments in 2019
- Predictions for Apple IT trends in 2020
- IT initiatives to consider and how to implement
Finn Jensen, CEO of FastPassCorp,Recorded: Jan 16 202049 mins
IT Security and Resiliency will be at the core of service desks leading into 2020.
That puts advanced security solutions and risk management at the top of the list, as ITSM leaders prioritize their resources and build multi-faceted strategies to protect company data and reputations from potential threats as criminals increasingly try to exploit the service desk especially through the password reset process.
This webinar will discuss what the present threat landscape looks like, what tactics are being utilized, and how to best position yourself to protect against these very real threats.
• Why social engineering has become the top security risk for the service desk
• Create a secure and formal process for authentication of users who call in for a password reset
• Where service desks should be prioritizing resources to prevent data breaches now!
Eric Ledyard, Sr. Technical Product Marketing Manager at ServiceNow, and Tameem Hourani, Principal at RapDevRecorded: Jan 16 202056 mins
Change has always been a constant. But the pace of change is accelerating dramatically. For today’s DevOps teams, the challenge is to deliver innovation at the pace the enterprise needs without compromising quality and reliability.
Join ServiceNow expert, Eric Ledyard, Sr. Technical Product Marketing Manager, and ServiceNow Partner, Tameem Hourani, from RapDev as they discuss how DevOps teams can reduce the internal friction that slows effective change management.
- Learn how to tap into information already in their systems for the insight they need to speed up change while maintaining control, transparency, and integrity.
- Learn more about the evolving best practices for speeding up change while meeting service and quality expectations.
- Find out how development teams can collaborate more effectively with IT Operations to deliver quality solutions that adhere to enterprise policy and standards.
- Get more information on the ServiceNow solutions available to address the challenge of accelerating change while ensuring discipline and transparency.
Jessica Ruvalcaba, Relativity, and Judith Platz, TSIARecorded: Jan 16 202044 mins
Customers expect effortless, individualized interactions—on websites, in apps, and on the phone—and the companies who manage to leverage AI to meet these expectations are reaping business benefits and gaining competitive ground.
In this 45-minute masterclass on support transformation, learn the steps that Relativity, a leading e-discovery software provider, took to create a more effortless service experience that has increased customer self-service success, reduced case resolution time by 33%, and empowered agents to do more meaningful work.
Join Relativity senior manager of operations Jessica Ruvalcaba and TSIA vice president of Support Services Research, Judith Platz, to learn how you can:
- Use AI to harvest data and customer intent, and stitch together experiences that are effortless and relevant for customers.
- Create a culture and practice of knowledge sharing that will improve the customer and employee experience.
- Get meaningful analytics to measure and continuously improve the customer experience.
Todd Bernhard, CloudCheckr Product Marketing DirectorRecorded: Jan 16 202030 mins
Amazon Web Services now offers a discount model called AWS Savings Plans. This program offers flexible pricing for EC2 Instances and AWS Fargate in exchange for a usage commitment (dollars/hour) over a set time period of 1 or 3 years.
With this resource purchasing model now on the table, businesses are comparing Reserved Instances (RIs) vs AWS Savings Plans to find out which model offers the deeper discount and whether that makes sense for their global investment strategy. In this webinar, we cover the use cases for RIs, AWS Savings Plans, and Spot Instances, and how they impact your overall cloud cost optimization efforts.
Join CloudCheckr’s Director of Product Marketing, Todd Bernhard for “How to Lower Your AWS Bill with RIs, AWS Savings Plans, and Spot Instances”. Understand how to use RIs vs AWS Savings Plans to lower our cloud bill, the percentage discounts you actually receive, and where Spot Instances fit into the picture.
Joe Maissel, NTT Ltd. Gregg Ostrowski, AppDynamics Alex Henthron-Iwane, ThousandEyesJan 27 20205:00 pmUTC36 mins
What impact has digital transformation had on IT infrastructure and operations — especially your network and applications? One thing is for certain: It’s complicated. Join experts from NTT, ThousandEyes and AppDynamics for this exclusive webcast exploring Visibility and Performance Management: Get ahead of runaway complexity. You’ll pick up some ideas for strategies for migrating apps, data and workloads to the cloud; how to assure maximum uptime; and how to this leads to seamless and rewarding digital experiences for customers and employees.
Sreeni Yallasir, Sr. ServiceNow Architect; Raghav Udupi, Sr. ServiceNow Architect; Stephen Makowski, ServiceNow ConsultantJan 28 20203:30 pmUTC60 mins
Although ServiceNow has already established itself as an industry leader leveraging its powerful modules and applications, they constantly expand their existing capabilities through new releases. ServiceNow’s latest release “New York” has been launched recently with multiple new features and products. In this webinar, we will conduct an expert analysis on new features and products from the New York release.
Key takeaways from this session include:
- Now Mobile App, Agent Mobile App, and Mobile Onboarding App
- Transform the IT experience with ServiceNow DevOps
- Guided App Creator
- Integration Hub: Powerful Integrations & Workflow Automation
- Predictive Intelligence
- ITOM : Operational Intelligence
- Scaled Agile Framework (SAFe)
- Other new features on, SAM, PA, Service Portal and more
Rachel Obstler, VP of Product PagerDuty; Kirk Pedersen, Senior IT Manager IBMJan 28 20205:00 pmUTC40 mins
It’s not news that the world has gone digital, requiring you to interact with your customers 24×7.
What may be news is that to be successful, you need to be able to operate in a truly real-time fashion, empowering the individuals and teams that own and operate digital services to better serve customers. The benefits of being effective at real-time work are tangible, with mature companies resolving incidents 2 hours faster on average than less mature peers.
PagerDuty has been in the business of real-time work for almost a decade, and we’ve developed a maturity model that complements DevOps benchmarks and research such as the DORA State of DevOps report. The model uniquely focuses on real operational practices implemented by best-in-class organizations, including key criteria for success across the domains of culture, knowledge sharing, customer orientation, and technology.
Join us to learn about the model and how it can be used to help organizations optimize their real-time operations. You’ll learn:
- What excellence in real-time operations looks like
- How to determine your team’s maturity in real-time operations work
- How to implement best practices in incident response and other operations processes
- What benefits you can expect to see as you grow in operational maturity, based on key findings from our survey of over 600 IT and development professionals
Ryan Davis, Senior Manager, Cloud Product Marketing & Vince Stross, Principal Security SE at ExtraHopJan 28 20206:00 pmUTC60 mins
For public cloud customers, event-driven security isn’t just practical—it’s expected. Although organizations still rely on perimeter-focused technologies, they’re moving away from a strictly protect-and-prevent mindset to one that includes detect-and-respond capabilities.
In this webinar, we’ll dig into how network detection and response (NDR) can power event-driven security in the cloud. Topics will include:
- How virtual taps enable agentless NDR in the public cloud
- How NDR completes Gartner’s SOC Visibility Triad in the cloud
- How NDR can be used for response automation
Michael Segal, AVP Strategic Alliances and Eric Smith, Senior Manager, Product ManagementJan 28 20206:00 pmUTC60 mins
Is pressure building regarding data center transformation initiatives? In today’s digital world, businesses are under increasing pressure to cut time-to-market and improve customer satisfaction. The need for greater business agility has created a paradigm shift in IT priorities, technologies and operations.
Learn why blind spots in the IT environment CAN hurt your organization and how to achieve end-to-end visibility into clouds, co-locations, and on-premise data centers. Discover how a service assurance platform can enhance end-users’ and customers’ productivity through improved network and service availability, reliability and responsiveness.
Calvin Hsu, VP Product MarketingJan 28 20207:00 pmUTC53 mins
At Synergy 2019, Citrix unveiled new Citrix Workspace intelligent features, including advancements in Citrix Networking and Citrix Analytics to help maximize the employee experience.
Today, work is more complicated than ever. We rely on a plethora of complicated apps, causing us to spend too much time searching for information. What should have been simple tasks, is suddenly time consuming and difficult. Meanwhile, transitioning to the cloud increases the problem by adding network complexity and security challenges. The result? Most employees aren’t engaged in the work they’re doing. That means they aren’t productive.
In this webinar:
•Discover how Citrix Workspace helps organize, guide and automate work
•View a demo of new intelligent workspace capabilities, including personalized notifications and automated workflows
•Understand how Citrix Networking improves the user experience with unified control, performance and security for every user, location and cloud
Learn how Citrix Analytics delivers a single view of actionable insights and offers proactive resolutions for security, performance and productivity issues
Oliver Presland, VP Product Management, Ensono and Mitch Mecum, Director, AppDynamicsJan 29 20204:00 pmUTC45 mins
Gartner predicts that APM will be deployed to 20% of all enterprise applications by 2021.
Digital customer experience (CX) expectations continue to grow, while the modern applications and infrastructures that support them increase in complexity. This represents a constant challenge for both applications and infrastructure teams, who need to work even more closely to meet the business demand for high performance reliable applications. Traditional methods of managing application performance are struggling to keep up in a multi-cloud, multi-stack world.
Hear from leading managed service provider, Ensono and APM software market leader, AppDynamics (a Cisco company) who have developed a solution for enterprise organizations; APM as a managed service.
Learn about the problems that APM has solved for real world clients and the benefits delivered to business, application and infrastructure leaders.
Dennis Drogseth, VP at Enterprise Management Associates, and Bruce Randall, Director Product Marketing at ServiceNowJan 29 20205:00 pmUTC57 mins
IT is now blazing the trail for enterprise transformation. That means that businesses rely on IT departments for the innovation they need to thrive. Moreover IT can help to drive improved innovation and end user experiences in new and creative ways. So how can you optimize the need for innovation and quality service?
Join us for a unique session on the role of IT Service Management (ITSM) in helping IT deliver groundbreaking innovation and rich service experiences. You’ll learn:
- How IT can successfully manage continuous innovation with high-quality service delivery that delights users.
- The impact of automation, AI, and analytics on IT Service Management.
- How ServiceNow helps drive digital transformation while delivering high-quality experiences for customers.
Vishal Ganeriwala, Jack Gold, Tamara McClearyJan 29 20207:00 pmUTC52 mins
Global leaders in virtually all industries realize that they face a similar problem: providing a great employee experience that attracts quality employees and keeps them engaged and productive. Executives see the problem, but do they really understand it, and know how to fix it?
The process starts with understanding what “employee experience” really means and what components make or break the employee experience. We’ll examine the pitfalls of ignoring the critical role employee satisfaction plays in overall business success. And we’ll discuss exactly what comprises a “modern digital workspace,” and how that technology is crucial in providing a great employee experience.
Join our webinar to get real world insights. We’ll provide numeric evidence from industry analysts and listen to anecdotes about how customers have changed the ways in which they attract top talent, retain crucial skills and keep workers interested for the long-haul.
By attending this webinar you’ll gain detailed insights on:
- Why your company’s success hinges on great employee experiences and the engagement and productivity they bring.
- How the right technology is a huge contributing factor to better business outcomes.
- Understanding that not all digital workspaces are created equal.
This is a Citrix webinar you won’t want to miss. Register today!
Vicente Diaz, David Emm and Costin Raiu, security researchers, Kaspersky Global Research and Analysis TeamJan 30 202012:00 pmUTC106 mins
Kaspersky’s leading APT researchers will present their prognoses on what we should expect to see in 2020. The webinar will delve into the major trends of threat actors’ tactics, overall technical developments and other game-changers affecting the global threat landscape.
During the session, Vicente Diaz< David Emm and Costin Raiu will highlight the key evolutions to keep an eye on and outline what they mean for the security industry and international cyberspace.
Alysia Eve Senior Manager, Product Marketing Citrix and Omar ElNaggar Director, Product Management CitrixJan 30 20201:00 pmUTC45 mins
Citrix Workspace offers a unified, secure and intelligent experience where users get instant access to all apps, desktops, and files from one easy-to-use interface across all devices. Users now have an actionable and personalized view into all their systems to help organize, guide and automate work, while IT still has the data visibility and control they’ve come to expect.
In our interactive webinar, Citrix Product Director Omar ElNaggar will demonstrate the evolution of Citrix Workspace with intelligent features. During the webinar, you’ll get a firsthand view into:
- The new end user environment with Workspace intelligence.
- Our Microapps service and how to configure and launch a microapp – Utilizing APIs available within SaaS, web, or home-grown applications, microapps allow users to receive notifications and take action without needing to launch the full application.
- Additional features that are in development, such as virtual assistance.
Sarah Terry, Product Manager, LogicMonitorJan 30 20205:00 pmUTC34 mins
Recent Gartner research indicates that most CIOs are challenged to communicate the value of IT. This is where shifting infrastructure performance monitoring to focus on overall health and performance of business-critical systems helps.
This webinar uncovers best practices for service monitoring and how to gain meaningful insight into the business critical services that matter most.
Webinar attendees will learn:
- How to Pick the Right KPIs
- Why percentiles are better than averages
- How to adjust alerting thresholds to reduce alert noise
Steve Young, Untangle Channel Marketing Manager, outlines key findings and statistics from Untangle's Voice of the Channel and 2020 Predictions Report.
As Channel Marketing Manager, Steve will provide insight on what is on the horizon in 2020 and how Untangle’s robust Network Security Framework can help IT service professionals meet the needs of their clients today and in the future.
Professor Michael Rosemann, Professor of Information Systems and Executive Director, Corporate Engagement at QUTJan 30 20207:00 pmUTC40 mins
Listen to world-renowned expert, Professor Michael Rosemann as he discusses Design-led Business Process Management as a way to combine Design Thinking and BPM with the aim of developing contemporary, customer-centric business processes.
Jeff Rumburg, Managing Partner at MetricNetJan 30 20207:00 pmUTC45 mins
Cost per unit is a common metric throughout our economy. Many of you know the cost of a gallon of gas, or the cost for a cup of coffee, or the cost of a movie ticket. Yet surprisingly, many service and support managers do not know their own cost per contact or cost per ticket.
In any service delivery organization, cost, or more accurately unit cost, is critically important. cost per ticket is a measure of how efficiently a service desk conducts its business. A higher than average cost per ticket is not necessarily a bad thing, particularly if accompanied by higher than average customer satisfaction and service levels. Conversely, a low cost per ticket is not necessarily good, particularly if the low cost is achieved by sacrificing service levels or customer satisfaction. Every service desk should track and trend cost per ticket on a monthly basis.
Learn how to capture and calculate cost per unit of work in this new MetricNet webcast! Additionally, Jeff Rumburg will reveal why this KPI is so important, share the key drivers of cost, and provide benchmarking ranges for both cost per contact and cost per ticket.
Stephen Mann, Principal Analyst and Content Director, ITSM.tools. Matt Klassen, Vice President, Product Marketing, CherwellFeb 4 20203:00 pmUTC45 mins
Your organisation’s ITSM capabilities need to play a key role in its digital transformation journey. Not only in delivering and supporting new technology-enabled products and services and enhanced customer engagement, but also because of the important role it can play in delivering the back-office digital transformation required for front-office success.
In this webinar we’ll look at:
•The importance of back-office digital transformation in enabling your organisation’s new products and improved customer engagement
•Which ITSM initiatives to adopt
•Three practical tips on key ITSM improvements for digital transformation success
Stephen Mann, ITSM.tools | Matt Klassen, Cherwell | Muddu Sudhakar, AiseraFeb 4 20204:00 pmUTC45 mins
Where does ITSM fit in the Digital Transformation landscape? And does it need to evolve to ensure businesses can deliver what their customers expect in 2020?
Join this panel of ITSM experts as they debate and discuss:
- How ITSM can help meet and implement the back-office improvement needs of digital transformation
- How ITSM can fuel Digital Transformation by educating enterprises on the ‘people’ aspect of strategies
- What tools are paramount to delivering best-in-class, future-proof DX strategies
- How to ensure your service management strategy keeps pace as technologies advance
Stephen Mann, Principal Analyst and Content Director, ITSM.tools
Matt Klassen, Vice President, Product Marketing, Cherwell
Muddu Sudhakar, CEO, Aisera
Vicente Diaz and Costin Raiu, security researchers, Kaspersky Global Research and Analysis TeamFeb 4 20204:00 pmUTC80 mins
Kaspersky leading researchers present their annual analysis of the most significant changes of APT threat landscape of 2019. During the webinar, Costin Raiu and Vicente Diaz will tell the audience about events and transformation that happened with the concluding year and provide their expert analysis and insights.
CIOs leading digital transformation initiatives often find themselves juggling multiple tools, processes, and teams. A ‘HybridOps’ approach can help IT leaders knit together multiple operating models and empower teams to work the way the want to, which together will help to improve the speed and efficiency of digital operations and facilitate automation at scale. Join our panel of experts as they discuss digital operations innovation, the need to break down silos, and the best path forward for CIOs and their teams.
Sanjeev NC, Product Evangelist, Freshworks IncFeb 4 20205:00 pmUTC45 mins
It is no secret that organizations struggle with self-service adoption. Most ITSM software implementations revolve around workflows and processes and self-service is usually limited to a well designed (rarely) portal. There is minimal guidance on how to approach self-service implementation.
In this talk, Sanjeev will talk about a framework he built that will help ITSM practitioners succeed with their self-service implementation. This talk will only focus on the practical steps involved in implementing self-service across four phases (Research, Design, Launch & Iterate)
3 key take-aways:
1) How to improve self-service adoption for your organisation
2) Practical tips on implementing self-service
3) Actionable tips to improve your employee experience
Arthur Gatti Holtzer, Business Development ManagerFeb 5 20201:00 pmUTC31 mins
Alors que le DevOps maintient sa domination, les entreprises cherchent à rapprocher les équipes de développement et de sécurité afin de concevoir des applications sûres plus rapidement. Tant le besoin que les bénéfices de mettre en les mains des développeurs la sécurité sont clairs. Cela permet de gagner du temps, de l’argent ainsi que d’économiser les ressources de la société. Toutefois, la réalité est que 60% des développeurs n’ont pas confiance dans le niveau de sécurité de leurs propres applications. Cela s’explique par le fait que les développeurs ne sont souvent pas suffisamment accompagnés en matière de sécurité. Les entreprises forment généralement leurs développeurs à la sécurité une fois par an, voire une fois par trimestre dans le meilleur des cas, et espèrent ainsi que leurs équipes auront le même niveau que les spécialistes de la sécurité. Cette approche consistant principalement à cocher la case « formation au développement sécurisé », n’est évidemment pas suffisante pour implanter et faire croitre une véritable culture de la sécurité applicative au sein de l’organisation.
Rejoignez-nous afin de savoir comment construire un programme de sensibilisation AppSec qui accompagne et forme véritablement les développeurs à penser et coder sécurité quotidiennement.
Muddu Sudhakar, CEO & Investor, AiseraFeb 5 20204:00 pmUTC37 mins
Have you ever thought about an AI-driven service desk solution that can provide conversational workflow automation to deliver self-service and exceptional experience through an IT Cloud? Wait no more.
In this webinar, Muddu Sudhakar will showcase how cloud-native Conversational RPA is driving end-to-end automation for ITSM and operations within the enterprise to improve the service experience for all users while cutting costs up to 90%. Sudhakar tells all, as he shares the anatomy of conversational intelligence and Experience as a Service (XaaS). He’ll share how these transformational AI solutions are changing the way enterprises deliver improved collaborative employee and customer experiences while achieving business growth.
Rolf O’Grady, VP of Customer Success of MocanaFeb 5 20206:00 pmUTC45 mins
A key question the owners/operators of industrial enterprises frequently ask is what can be done to discover, secure and manage their IoT (IIoT) devices - no small task given that many of devices have been in operation for years. Even when discovered these devices are often so out-of-date that their software can no longer be upgraded. In fact, it is not uncommon for these devices to reach their end of life years before they are retired. In this webinar, Rolf O’Grady (Mocana’s VP, Customer Success) will discuss the challenges about discovering legacy IIoT devices, and how they can be secured and managed.