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Delivering Service Management People actually WANT to Use

When they’re not working, your employees use the latest consumer services to get what they need. They use Amazon for shopping, OpenTable for dinner reservations and Uber to get a quick ride. But when they get to the office, your employees travel back to prehistoric times and are forced to use antiquated tools like email, phone calls, spreadsheets and even printed forms to get services and make requests within the company.

So, how can you provide your employees with the same sort of service they have in their personal lives? Attend this webinar and learn 10 ways to deliver a modern service experience across your company, for IT, HR, field service, facilities and more. Discover how to implement an automated service process that provides real‑time responses, an easy‑to‑use interface and increased productivity for employees and management.

Attend this webinar and learn how to:
- Eliminate the friction between internal service providers (like IT, HR and facilities) and employees
- Automate the flow of work, removing email and spreadsheets, so you can streamline the delivery and management of services.
- Replace challenging user experiences with a simple, efficient, consumer‑like portal that users can access anytime, anywhere
Recorded Jun 15 2016 41 mins
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Presented by
Udi Gotlieb, Director, Product Marketing, ServiceNow
Presentation preview: Delivering Service Management People actually WANT to Use

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  • The Seven Essentials for Effective Vulnerability Response Apr 13 2017 5:00 pm UTC 60 mins
    Piero DePaoli, Senior Director, ServiceNow & Myke Lyons, Director, ServiceNow
    When a high‑profile vulnerability makes the news, does your team scramble to figure out what's affected and where they should start?

    The top 10 vulnerabilities typically account for 85% of successful exploit traffic. But complex, manual processes and disparate, disconnected tools make it almost impossible for security and IT teams to come together to respond to vulnerabilities before they lead to problems.

    Join Piero DePaoli and Myke Lyons from ServiceNow as they discuss and demonstrate a new approach to vulnerability response that seamlessly connects Security with IT, allowing teams to spend less time managing simple tasks and more time preventing advanced attacks.

    Topics covered include:

    • The essential components of effective vulnerability response
    • Best practices from real‑world implementations
    • Live demonstration of a new approach to security operations
  • The Future of Security Incident Response Apr 6 2017 5:00 pm UTC 60 mins
    Joseph Blankenship, Forrester Senior Analyst and Piero DePaoli, Senior Director, ServiceNow
    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
  • Security via Automation - Where Do You Draw the Line? Mar 30 2017 5:00 pm UTC 60 mins
    Harold Byun, Sr Director of Product Management, ServiceNow & Piero DePaoli, Sr Director of Product Marketing, ServiceNow
    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
  • Deconstructing Enterprise Security Response Recorded: Mar 14 2017 60 mins
    Jon Oltsik, Senior Principal Analyst, Enterprise Strategic Group & Piero DePaoli, Senior Director of Product Marketing
    Join Jon Oltsik, Senior Principal Analyst at the Enterprise Strategic Group, as he shares his During this webinar, Jon Oltsik, Senior Principal Analyst, Enterprise Strategy Group, will outline the essential capabilities for an effective enterprise threat response architecture.

    •Why incident response automation projects are finally making CISOs’ short lists
    •Why Incident response is “growing up”, leaving behind manual processes and home-grown software
    •The essential functionality for an effective enterprise security response platform
    •The future: Moving from reactive to proactive incident response
     
    The session will include an interactive Q&A session, hosted by Piero DePaoli, Senior Director of Product Marketing for ServiceNow Security.
  • Striking a Balance Between DevOps and ITOps Recorded: Sep 14 2016 54 mins
    Troy DuMoulin, Vice President of Research and Development, Pink Elephant
    ITOps and DevOps are polar opposites. One group wants to move fast and drive change; the other group is hard-wired to provide security and reliability.

    Yet both groups have one common goal: to turbocharge performance and create innovative solutions to impact the business.

    Learn how to achieve both objectives through lean thinking and collaboration in our webinar: Striking a Balance Between DevOps and ITOps. Troy DuMoulin, Vice President of Research and Development at Pink Elephant, will explore:

    -How to deliver on four seemingly contradictory objectives: innovation, speed, security, and compliance
    -Value-stream thinking vs. framework thinking
    -Lean IT, DevOps, and agile development
    -Why ITSM is critical in agile environments when defining non-functional requirements
  • Unleash the Power of Your Operational Data: Take an Analytic Approach to Service Recorded: Aug 18 2016 58 mins
    Heath Ramsey Director, Analytics and Reporting Customer Success
    As a leader in IT, you are constantly challenged to build and deliver higher quality services while minimizing cost. This is difficult to do while managing daily operations, meeting service level agreements (SLAs), and sifting through data to pinpoint areas of improvement.

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

    Join us and find out how to:

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

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

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

     Integrate benchmarking as the next step in business outcome improvement
  • Delivering Service Management People actually WANT to Use Recorded: Jun 15 2016 41 mins
    Udi Gotlieb, Director, Product Marketing, ServiceNow
    When they’re not working, your employees use the latest consumer services to get what they need. They use Amazon for shopping, OpenTable for dinner reservations and Uber to get a quick ride. But when they get to the office, your employees travel back to prehistoric times and are forced to use antiquated tools like email, phone calls, spreadsheets and even printed forms to get services and make requests within the company.

    So, how can you provide your employees with the same sort of service they have in their personal lives? Attend this webinar and learn 10 ways to deliver a modern service experience across your company, for IT, HR, field service, facilities and more. Discover how to implement an automated service process that provides real‑time responses, an easy‑to‑use interface and increased productivity for employees and management.

    Attend this webinar and learn how to:
    - Eliminate the friction between internal service providers (like IT, HR and facilities) and employees
    - Automate the flow of work, removing email and spreadsheets, so you can streamline the delivery and management of services.
    - Replace challenging user experiences with a simple, efficient, consumer‑like portal that users can access anytime, anywhere
  • How to Improve Service Delivery Performance with SIAM Recorded: May 17 2016 60 mins
    Chris Pope, CSO, ServiceNow & Dan Stavola Enterprise Service Automation, Ernst & Young
    Managing the performance of multiple suppliers isn’t easy, especially if each has a unique sourcing agreement. Lack of visibility to metrics, issue tracking and subpar reporting across the ecosystem impacts performance as a whole—and not in a good way.
    But this doesn’t have to happen. With a SIAM framework, you can redefine the way you work with your suppliers to drive the quality of service up, while bringing costs down.
    Join our webinar to learn ways to improve supplier performance, including a firsthand success story from guest presenter Ernst & Young. From simplifying supplier management to providing more visibility and control, you’ll learn:
    · What it takes to make your SIAM project a success with outcome-based results

    · Best practices for on-boarding, off-boarding, measurement, and bid stages for SIAM

    · How Ernst & Young leveraged ServiceNow to deliver their SIAM solution and provide supplier visibility, reporting, and accountability for a major US bank

    · Platform integration, across instance bonding: data exchange, ticket sharing, and reporting
  • Engage Your Users with Self-Service Recorded: Mar 15 2016 57 mins
    Gerald Beaulieu, Sr. Product Marketing Manager, ServiceNow & Josh Donelson, Sr. Manager, Business Development, Okta
    Who says submitting an IT request or onboarding an employee has to be a painful process? Done right, an IT self-service portal enables users to easily submit issues, request application access, collaborate and track progress in seconds without picking up the phone or sending a single email. Turn service requests into a delightful experience and become stars across your organization.

    Discover how to achieve self-service excellence for your organization. Attend this webinar and learn:

    • How to enable a consumer-like experience across IT and throughout your organization
    • Tips for how to share information through a centralized knowledge base and social collaboration
    · Techniques to significantly reduce the volume of incoming calls, cost-per-incident, and time-to-resolution

    · Methods to automate application access, on-boarding and off-boarding processes to increase user efficiency
  • A Modern and Consolidated Approach to IT as a Service Recorded: Feb 17 2016 58 mins
    Gerald Beaulieu, Sr. Product Marketing Manager, ServiceNow & Josh Donelson, Sr. Manager, Business Development, Okta
    Your organization must grow to survive and is dependent upon its IT infrastructure to do that. However, that very growth can lead to proliferation of multiple redundant and/or incompatible IT and business resources.

    Today’s enterprises need the ability to identify all duplicated IT resources, business applications, and services – and then consolidate those worth keeping, migrate those worth updating, and retire the rest. With the right practices, policies, and technology platforms, your enterprise can accomplish these goals.
    Join this webinar and learn how you can:

    · Adopt an enterprise cloud-first strategy

    · Consolidate legacy and redundant IT systems

    · Increase user productivity, cut costs and remove management complexities
  • IT as a Service: Always On Recorded: Jan 27 2016 61 mins
    Gerald Beaulieu, Sr. Product Marketing Manager, ServiceNow & Josh Donelson, Sr. Manager, Business Development, Okta
    Reliance on IT to support business’ strategic goals and objectives are continuing to increase year over year. With this heavy reliance, IT organizations are modernizing and transforming the way they deliver services.

    Join ServiceNow and Okta, as they review the key strategies and solutions for Identity and Service Management that unite and automate IT processes. Watch this webinar and learn how to:

    •Standardize service processes by automating request fulfillment and user provisioning
    •Consolidate redundant legacy IT service tools to a single system of record
    •Secure connections between people and technology
  • Help Users Help Themselves with IT Self-Service Recorded: Sep 22 2015 50 mins
    Gerald Beaulieu, Sr. Product Marketing Manager
    Who says submitting a request or reporting an issue has to take forever? Done right, an IT self-service portal enables users to request IT services, log issues, search a knowledge base and track progress in seconds without picking up the phone or sending a single email. Turn service requests into a one-stop shopping experience before they become “fires” for your organization.

    Attend this webinar and learn:
    • How to enable a consumer-like experience across IT and throughout your business
    • Ways to improve service quality with automation
    • Tips for how to share information through a centralized knowledge base
  • Knowledge Sharing is a Terrible Thing to Waste Recorded: Jul 6 2015 48 mins
    Gerald Beaulieu
    How many times have you been in a meeting where someone says, “What would happen if Bob was hit by a bus”? Not that anyone wants something bad to happen to Bob, but all too often too much knowledge is trapped in the head of a single person instead of a documented resource that can be shared for others to benefit from.

    Proper knowledge management ensures important information, processes and tribal knowledge flows freely within IT and throughout the entire organization. Utilizing Knowledge Management properly also helps identify common problems and issues to prevent future redundant incidents.

    The ServiceNow Express Knowledge Management application provides role-based tools to create, store and publish this important information, while providing a single resource for all users to find and view details on common inquiries.

    ServiceNow experts will discuss the benefits of deploying an integrated ServiceNow Knowledge Management solution across the organization.

    Join us to learn more about:
    How to capture, consolidate and publish company-wide knowledge for optimum adoption and usage
    Best practices for leveraging reporting to help identify usage and opportunities for additional articles
    Processes for creating proper Knowledge Management workflows
  • Overcoming the Challenges of Shadow IT Recorded: Jun 25 2015 41 mins
    Gerald Beaulieu, Sr. Product Marketing Manager
    From students to executives, finding solutions to improve efficiency, productivity, and communication has become vital. These end users are trying to excel in their work, and while they don’t mean to cause harm, in most organizations this desire leads to the use of applications, services, and data storage and sharing beyond IT's boundaries. This practice, known as “shadow IT,” is having an obvious impact on technical support teams. Attend this webinar to learn more about shadow IT and how you can strike a balance between reaping the benefits and avoiding the risk.
Work at Lightspeed
Your enterprise needs to move faster, but lack of process and legacy tools hold you back. Every day, thousands of customer requests, IT incidents, and HR cases follow their own paths—moving back and forth between people, machines, and departments. Unstructured. Undocumented. Unimproved for years.

With the ServiceNow System of Action you can replace these unstructured work patterns of the past with intelligent workflows of the future. Now every employee, customer, and machine can make requests on a single cloud platform.

Every department working on these requests can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights, and drive to action. Your employees are energized, your service levels improve, and you realize game-changing economics. Work at Lightspeed.

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  • Live at: Jun 15 2016 4:00 pm
  • Presented by: Udi Gotlieb, Director, Product Marketing, ServiceNow
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