Name: Modernize Self-Service: Digital Transformation towards the Delightful User Exp
Start: 2016-02-09T15:00:00Z
End: 2016-02-09T15:49:44.000Z
Location: BrightTALK
Rating: 4.8

Gain all the ITSM functionality you need—problem, change and release management, configuration management, incident management, issue tracking, and more. Sustain an enterprise-class service management operation in a solution that’s easy to use and own.

Patricia Adams will talk you through the biggest mistakes companies make with a software audit and how to avoid them

The Biggest Mistakes Companies Make With a Software Vendor Audit

Why have so many organizations delayed, failed or neglected all together to implement a proper configuration management strategy? Frankly, it's just plain hard. In this bright talk we will walk you through how to approach a Configuration Management implementation, how to sell it as a business project and not an IT project, and what mistakes to avoid to establish an initial working phase that you can build on for success.

What, Why & How of CMDB – Practical guidance on managing config & assets

All facets of the business demand innovation from IT, but preparing for it requires scope, timing, vision, understanding the competitive landscape, and innovative business processes. This will require new roles, new approaches to funding special projects, value-based metrics, and controls to ensure that the shifts aren't seismic. In this session we'll look at examples of businesses that used big data and analytics, mobile, social media, IoT, or other disruptive technologies to revolutionize their business model, and we'll provide steps that can assist your journey.

Preparing ITSM for Digital Business

Historically IT asset management (ITAM) and IT service management (ITSM) have been managed as separate entities with separate teams and unconnected objectives. In reality they are highly dependent upon each other with intersecting processes and shared data. When processes, data and tools are combined, they bring considerable benefits - reflecting that the whole is considerably more effective than the sum of the parts. Ian Aitchison, ITSM&ITAM Product Director will explore the synergies between ITAM and ITSM, and the benefits an organisation can achieve with greater visibility into the assets that make up its business services.

CONVERGED VALUE – ITAM & ITSM

Organizations must create efficiencies, increase velocity, and at the same time reduce risk in their IT services.

LANDESKs ITSM Evangelist, Matt Hooper, will breakdown the differences between a DevOps ITSM approach & ITIL ITSM approach in the areas of People, Process, Technology & Suppliers.  Using scenarios, we will compare the two approaches and discuss the pros & cons of each.

DevOps ITSM vs ITIL ITSM

DevOps, ShadowIT, cloud and other disruptive movements mean that IT in 2020 will bear little resemblance to IT as we currently know it. The skills of the ITSM professional is also going to drastically change over the next 5 years.  Will you be ready?  This webinar describes the critical skills gap developing, and what opportunities this offers ITSM professionals in 2020.

The New You - What an ITSM professional will look like in 2020

SITS 2016: Matthew Hooper

Improving the ITSM experience will improve customer satisfaction. In this session, we will take a user-centric approach to discuss methods for ensuring the customer experience is engaging, consistent, and memorable leading to higher customer satisfaction

How to Improve the ITSM Customer Experience

Join Patricia Adams, ITAM Evangelist, for this live one-hour webinar to learn how you can transform or refine your approach to increasing ITAM maturity. During the webinar we will provide characteristics of ITAM/SAM maturity from a people, process, and technology and business impact perspective.

Attain IT Asset Management Maturity

Learn how you can improve your IT Service Management solution by adding or upgrading the self-service portal. Understand how three ITSM components will improve productivity while reducing ITSM costs in addition to creating a better customer experience. In this session, we will discuss how Knowledge, Automation, and Asset Management are key ingredients to providing efficient request fulfillment from a self-service portal.

Three Keys to an Efficient Self-Service Portal

Best practices for designing, improving, delivering, and managing IT Service Management (ITSM) solutions are typically defined by the ITIL framework.  Most ITSM solutions can be designed to meet ITIL recommendations; however, many organizations are still struggling to follow ITIL processes. This session will discuss best practices for adopting ITIL processes into an ITSM solution.

Best Practices for Adopting ITIL into an ITSM Solution

Both IT and software asset management are heavily process dependent. To prepare for an ITAM implementation it is important to have the basic policies and lifecycle processes in place in order to ensure the success of your ITAM program. In this presentation, will cover the necessary IT and end user policies for hardware and software asset management, and the lifecycle processes needed to manage both clients and servers.

Must Have IT and Software Asset Management Policies and Processes

The business trust in IT starts in how it sees IT lead the evolution toward digital systems.  If your Self-Service Catalog is simply a listing of information with a basic request portal, adoption and reputation are at risk.  ITSM Expert Matt Hooper will discusses how modern self-service systems are focused on creating a delightful user-experience.  How the under-pinnings of this experience must leverage modern digital transformation techniques, in order to be truly transformative to how the organization works faster, increases knowledge sharing, and leverages human performance to drive business performance.

Modernize Self-Service: Digital Transformation towards the Delightful User Exp

ITSM

Service

Management

Desk

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.

IT Service Management

The IT project management community on BrightTALK includes thousands of IT project and portfolio management professionals. Find relevant webinars and videos on agile methodologies, scrum strategy, project management processes and more. Attend live webinars or view on demand content presented by recognized thought leaders in the IT project management industry.

IT Project Management

Get powerful help desk and support insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the help desk and support strategies that effect business value and growth.

Help Desk and Support

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Modernize Self-Service: Digital Transformation towards the Delightful User Exp

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