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ITSM Series: Kick start your ITSM implementation (1/3)

Join us for the first of our three-part webinar series. You’ll learn new ways to consolidate disjointed services and applications, including:

How built-in best practices can rapidly consolidate your inefficient tools (CMDB, and Incident, Problem, Change) to a single, cloud-based system of action
How integrated service management with a single CMDB can help your team deliver timely IT services that make employees happy
How to help your organization be “better, faster, cheaper” and accelerate value delivery
Recorded Jan 8 2019 54 mins
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Presented by
Bill Hansey, George Rubio
Presentation preview: ITSM Series: Kick start your ITSM implementation (1/3)

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  • A New Era in Enterprise DevOps Jul 28 2020 3:00 pm UTC 55 mins
    RJ Jainendra, W. Eric Ledyard, Mik Kersten, and Tameem Hourani
    Digital transformation leads many organizations to DevOps in the hopes of driving innovation faster. But those that weren’t “born in the cloud” may need major adjustments to see the true value from DevOps, reducing its inherent complexity for enterprise.

    Register for our webinar and learn how our Enterprise DevOps platform can help you realize the speed and agility of DevOps—expanding its adoption while lowering risk across your environment.

    -Simplify and intelligently automate your IT services
    -Align work to business priorities and decrease time to market
    -Accelerate the pace of delivery and improve the availability of services
    -Deliver great experiences for all users
  • Transform your IT value chain to improve employee satisfaction Jul 23 2020 4:00 pm UTC 57 mins
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    Imagine being able to transform your IT value chain from planning through operations— all with a single platform. Innovate more and better align to your business priorities, while delivering modern AI-powered services to your employees. Join our webinar and learn how it’s possible. See how you can unify your IT planning, delivery, and operations on the Now Platform®, making it possible to:

    -Simplify and intelligently automate your IT services
    -Align work to business priorities and decrease time to market
    -Accelerate the pace of delivery and improve the availability of services
    -Deliver great experiences for all users
  • Creating Excellent CX - The Need for Updated Customer Service Management Jul 15 2020 3:00 pm UTC 59 mins
    Emily Jarvis
    Mail, email, social media, chatbot, phone call - the list goes on and on. The number of channels and data types that agencies need to keep track of, record and respond to is overwhelming. To make the situation even more challenging, customers are demanding more timely and thorough responses.

    How can agencies keep up? One solution is to use a cloud-based customer service management solution that enables organizational transformation.

    Watch this webinar to learn how agencies can use the cloud to deliver excellent services to citizens.

    Specifically, you’ll learn about:

    -The biggest barriers facing agencies who are struggling to deliver operational excellence and outstanding customer service.
    -The difference between customer relationship management and customer service management.
    -How agencies are embracing digital transformation to update outdated legacy systems.
  • What’s new in the ITBM Now Platform New York release Jul 7 2020 4:00 pm UTC 52 mins
    Jim Tisch, Doug Page & Scott Fuller from ServiceNow
    Please join our webinar to learn how this release can benefit you—further enabling your IT department to align better with the rest of your organization. Some of the new features we’ll cover include:

    ServiceNow Innovation Management - View a vetted pipeline of ideas that can be easily filtered by state and category; convert vetted ideas to demands, projects, epics, stories and other task types; and keep users, reviewers and subscribers automatically informed as the idea progresses.

    SAFe Program board - Scale agile across multiple teams with our Scaled Agile Framework Program Board. The SAFe Program Board is a key enhancement to our existing ITBM Essential SAFe application that enables users to view features across teams and sprints and the dependencies between them.

    Mobile - Know current project status anywhere, anytime. The PPM Mobile Project Status app enables you to view your projects including status, details, and notes. Get notified of changes and collaborate with your project team—helping keep your projects on track and deliver results faster.

    Hosted by: Jim Tisch, Doug Page & Scott Fuller from ServiceNow
  • Implement ITSM Like a Pro—Modernize your service delivery fast with ServiceNow Jul 2 2020 3:00 pm UTC 47 mins
    Gerald Beaulieu, ITSM, director of product marketing and Chris Shakespear, ITSM, global practice leader
    Fact: The longer you hang onto your legacy ITSM tools, the more your organization risks in terms of productivity loss. Myth: Modernizing is a protracted, painful process that’s likely to break your budget. It’s time to set the record straight.

    Delivering excellent user experiences, while helping drive down IT costs, hinges upon streamlining your digital transformation initiatives. This includes migrating your legacy on-prem ITSM solution—transforming your team’s speed, efficiency, and productivity. There are simply too many opportunities left on the table to ignore.

    Join our webinar. You’ll learn best practices for easing ITSM implementation through proven outcomes.

    -Regain opportunities missed by not migrating to a cloud solution
    -Learn how not making the switch can greatly increase IT costs over time
    -See how your time to value will be shorter than you think

    Hosted by:
    Gerald Beaulieu, ITSM, director of product marketing
    Chris Shakespear, ITSM, global practice leader
  • To the Cloud and Far Beyond Jun 24 2020 4:00 pm UTC 55 mins
    Andy Jordan, President, Roffensian Consulting S.A
    Effecting change through digital transformation is top of mind for many enterprises - with the “digital” part receiving most of the attention. You can’t stop there, however. Bringing about a successful transformation ultimately requires cultural change - impacting IT more than most areas.

    Digital transformation is more about using technology to improve every aspect of your business - helping your organization evolve and adapt more quickly with less disruption. To achieve this, you must change mindsets, not just technology.

    Join our webinar. You’ll receive valuable insights on nurturing your own digital transformation from the expert, including:

    -Why creating a new business environment is more important than ever
    -The mechanics of IT transformation and how to proceed effectively
    -How to enable and nurture innovation consistently going forward

    Hosted by:
    Andy Jordan, president of Roffensian Consulting S.A.
  • Augmenting your reality with ITSM Pro Jun 23 2020 3:00 am UTC 38 mins
    Peter Doherty, Principal Solution Consultant and Nathalie Tousignant, Senior Principal Product Manager, ServiceNow
    As service demands increase and business goals evolve, many organisations are looking for the next step in IT Service Management (ITSM) delivery and performance.

    ServiceNow’s ITSM Professional package can help you leverage the power of AI to drive up service excellence, while empowering your business with the insight to make better service decisions.

    Join this webinar, where Peter Doherty, Principal Solution Consultant, and Nathalie Tousignant, Senior Principal Product Manager, ServiceNow, discuss the rapidly evolving landscape of Machine Learning and AI. They will cover: 

    - Why ServiceNow is investing so heavily in AI
    - The types of AI that is being delivered and the value outcomes
    - The platform capabilities and how to use them
    - Real world use cases by ANZ customers
  • Improve CSAT, Increase Audience, Expand Catalog Jun 16 2020 3:00 pm UTC 48 mins
    Sudie Bennett and Denise Riddell
    Automating global services and managing them through a single IT services portal built for enterprise is the dream of many in Senior IT. AstraZeneca, a global pharmaceutical company, made that dream a reality with ServiceNow. And, it was so successful, their Finance and HR departments cloned their approach for their own portals.

    Join us for this in-depth look at how AstraZeneca combined knowledge management, improved request and catalog management, and more. You’ll get insight into the best practices that can help drive your own digital transformation to better self-service.

    Attend this webinar and:

    -Get practical insight into launching an IT self-service portal for a global internal audience through a gradual build based on customer feedback
    -Discover ways to incorporate multiple IT services into a one-stop-shop to enable the full self-service experience
    -Find out how a self-service portal is just the first step in a process of continuous improvement-one that can offer multiple languages, chat and virtual agent services, and ServiceNow-to-Workplace integration
  • How a healthy CMDB helps you deliver great service quality Jun 16 2020 3:00 am UTC 55 mins
    Richard Brounstein, Solution Architect, Drew Hart, Product Manager, and Lisa Wolfe Sr. Manager Product Marketing, ServiceNow
    When an outage occurs, the IT operations team is bombarded with thousands of events coming from their siloed monitoring systems and overwhelming their inbox. Sifting through these events to get to the critical few takes a significant amount of time; and if your business services are mapped manually, there is a high likelihood the IT resources supporting these services have changed. While your team is actively trying to identify the services impacted, the business itself is losing money and customer satisfaction.

    Join this webinar to learn how to cut through the infrastructure noise-identifying and responding to service outages more quickly and intelligently.

    During the webinar you will also discover how ServiceNow CMDB and Event Management enables you to:

    - Deduplicate and filter events across all monitoring systems, turning a flood of events into a trickle of meaningful alerts
    - Bind alerts to corresponding CIs in your CMDB, so you know which IT components are affected and who is responsible for diagnosing and fixing them
    - Correlate events using service maps in the CMDB to determine business service health
  • How ServiceNow is changing IT self-service for its employees Jun 11 2020 4:00 pm UTC 55 mins
    Rajeev Sethi, Mirza Baig, Bruce Randall
    The right IT service management can greatly shape and influence employee engagement and productivity. After all, employees want to grow with their organization and a self-service, frictionless interface that enables them to get work done provides an all-around win-win.

    Join our webinar and hear the Now on Now story. See how we’re changing IT self-service for our employees: transforming our organization’s culture and improving the overall mindset in the process. You’ll learn how ITSM Professional on the Now Platform® empowers us to:

    -Provide an employee-centric, role-based portal-improving efficiency and productivity
    -Focus on making the digital employee experience a journey, not an endpoint
    -Offer greater personalization, resulting in a more satisfying employee experience
  • Transform IT to deliver more growth-oriented innovation Jun 9 2020 3:00 am UTC 56 mins
    Darren Hamway, Portfolio Manager, Tiffany & Co. and Bruce Randall, Director, Product Marketing-ITSM, ServiceNow
    Digital transformation means transforming IT. Whether increasing productivity, driving insights, delivering innovation, or simply providing a consumer-like experience for employees; IT has proven to be an indispensable element in business success.

    Join Darren Hamway, Portfolio Manager/ IT Project Management Officer, Tiffany & Co. along with Bruce Randall, Product Marketing – IT Service Management Director, ServiceNow as they discuss how Tiffany & Co. has successfully increased IT throughput and productivity with ServiceNow.

    In this webinar you will also learn:

    - How modernised IT can help drive digital transformation for you and your business
    - How to deliver innovation without negative employee impact, or breaking the bank on infrastructure and resources
    - How combining IT Service Management and IT Business Management helps to deliver new innovations
    - How to transition from successful IT Service Management to successful IT Business Management
  • How Deloitte uncovers hidden SAM opportunities on a single platform Recorded: Jun 3 2020 52 mins
    Dave Dawson, Global Leader, Software Asset Management, Deloitte
    Your organization needs a complete picture of your IT infrastructure - what’s deployed, who’s using it, and whether it’s up to date. After all, your IT team can’t protect what it can’t manage.

    The right Software Asset Management (SAM) application is now an essential component to managing enterprise software spend, both for compliance and reducing licensing complexity.

    Sign up for our webinar, hosted by Dave Dawson, a principal in the Deloitte U.S. Risk and Financial Advisory practice. By attending, you’ll learn the potential risks your business may face without a formal SAM strategy - and uncover hidden SAM opportunities you may be missing.
    Hosted by:
    Dave Dawson, Global Leader, Software Asset Management, Deloitte

    -Find opportunities you’re currently missing to save on software costs
    -Help stay audit-ready and increase visibility of license and compliance positions
    -Unlock software savings faster with intuitive workflows on a single platform
  • AIOps for your business services Recorded: Jun 2 2020 61 mins
    Chanda Dani, Sr. Director, Product Marketing, ITOM, and Usman Sindhu, Sr. Technical Product, ServiceNow
    Gartner states that in four years, 40% of large enterprises will combine big data and machine learning functionality in IT Operations. ServiceNow IT Operations Management (ITOM) and IT Service Management (ITSM) form a complete solution to eliminate service outages which includes key artificial intelligence for IT Operations (AIOps) capabilities.

    With digital transformation, the ops management role expands to aid both the bottom line and top line. Extend service management technologies to make your operations service aware. Learn about 3 ways AIOps from ServiceNow simplifies operations for business services which include:

    - Gain visibility into your entire operations footprint across on-premises and cloud
    - Maximise service uptime
    - Optimise service delivery and spend.
  • Hear about the ServiceNow Agile transformation journey Recorded: May 26 2020 54 mins
    Debbra McGrath, Rani Pangam, Nick Tudisco
    Like any enterprise, ServiceNow has a growing portfolio of IT projects and needed a way to improve quality of services and accelerate delivery cycles — ultimately creating value for business stakeholders. Our IT organization’s journey to adopt Agile transformed IT project management to enable smarter use of time, expertise, and resources.

    In this webinar, hear our IT practitioners discuss how our IT organization adopted Agile and SAFe® practices and solutions to transform IT project management and make smarter use of time, expertise, and resources. We’ll discuss our Agile journey, including the challenges we faced, the lessons we learned, and our future plans.

    Attend this webinar to….

    -Get insight into how our PMO and Agile delivery teams are accelerating time-to-market while increasing quality, employee satisfaction, and velocity by implementing an Agile methodology.
    -See how Agile and SAFe allowed us to improve planning accuracy, forecast work levels with more precision, and easily manage stories across sprints, backlogs, and epics.
    -Learn how Agile solutions provide a platform to pull software development lifecycle workflows together in one system and connect them to other activities already taking place in our enterprise.
  • How ServiceNow IT delivers great employee experiences Recorded: May 21 2020 56 mins
    Rajeev Sethi, Mirza Baig, Bruce Randall
    Delivering a great employee experience is more than a good idea - it’s essential to maximizing productivity to maintain your competitive edge. We’ve seen the benefits ourselves by using our own Enterprise Service Management solutions. The key lies in increasing automation to boost your overall efficiency.

    Discover how you can put the same solutions to work in your organization and:

    -Use virtual agents to provide consistently great service, freeing up your staff to focus on other priorities.
    -Gain full visibility with built-in dashboards and analytics for real-time, actionable information you can use.
    -Discover the proven best practices for consolidating inefficient service delivery tools into a single, streamlined cloud workflow.
  • Reinventing the IT engagement model. Dell’s Journey to Digital Transformation Recorded: May 13 2020 50 mins
    Join Steven Cole, Principal Software Engineer, and Ryan Litwiller, Sr. Software Engineer, from Dell
    Employees should be experts at doing their jobs. They shouldn’t have to master the ins and outs of accessing IT services. That’s why Dell significantly upgraded its own IT end-user experience with ServiceNow.

    Join Steven Cole, Principal Software Engineer, and Ryan Litwiller, Sr. Software Engineer, from Dell as they reveal how they deployed their portal and mobile app to deliver the IT information employees need through “Guided Help.” This user-focused approach includes articles, catalog items, and pre-populated incident forms to provide employees the answers and support they need. Learn how Dell employees enjoy a better overall IT experience, one that allows them to get back to business quickly and focus on doing what they do best.

    Join this webinar to:

    -Learn why Dell focused on the end-user experience of IT to make it as easy as possible for employees to find what they need.
    -Get tips on how to design your IT service portal with mobile users in mind.
    -See how capabilities such as “Guided Help” and decision trees can help users navigate their support options.
  • Preparing for launch, reducing risk and managing cost Recorded: May 5 2020 55 mins
    Andy Jordan, President, Roffensian Consulting S.A
    Digital transformation can rocket a business into a new era of innovation and opportunity. But without the right approach to managing your IT and business portfolio and services, you’ll never clear the launch pad.

    Join Andy Jordan, President, Roffensian Consulting S.A. for a discussion of the risks and costs that threaten to ground your plans for digital transformation. You’ll also learn how improved visibility into your app, IT, and business portfolios can help you keep costs in check, align IT services with business priorities, and position your organization to seize new opportunities.

    Join this webinar to:

    -Find out why visibility into your app, business and technology portfolios is essential to achieving digital transformation.
    -Learn more about the best practices for aligning your IT portfolio and services to business initiatives.
    -Discover how to better rationalize portfolio decisions and reduce business risk.
  • How ServiceNow is accelerating incident resolution with machine learning Recorded: Apr 30 2020 50 mins
    Archana Panukonda, Nick Borgwardt, and Russ Blaesing
    Every business wants to accelerate IT incident resolution so they can get employees back to being productive as soon as possible.

    Learn how we are using built-in machine learning and predictive intelligence solutions to pinpoint the impact of incidents on business services. Our experts will reveal how you can leverage these technologies to simplify and accelerate incident resolution.

    Watch this webinar to:

    -See how we use our built-in machine learning to cut the time needed to resolve IT incidents.
    -Find out how machine learning is helping us successfully predict the impact of incidents on critical business services.
    -Learn more about the advanced machine learning capabilities available today, to transform your approach to incident resolution.
  • Why IT has to evolve from running the business Recorded: Apr 22 2020 50 mins
    Andy Jordan, President, Roffensian Consulting S.A
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    You’ll also learn:
    Why understanding IT’s current state is a key part of preparing for digital transformation.
    The importance of IT operations and support in an agile organization.
    How to assess the current operations and support environment.
  • How ServiceNow unlocks innovation and transforms the IT experience Recorded: Apr 14 2020 38 mins
    Gio Bocao, Director IT Strategic Initiatives, ServiceNow, and Mirza Baig, Director IT Service Management, ServiceNow
    What does digital transformation really mean? At ServiceNow, we've used ITSM and the Now Platform to transform our own business and realize the same advantages we help our customers achieve.

    Join this webinar as we share our approach to digitally transforming our own business, including our digital transformation framework, digital maturity model, and an overview of the qualitative and quantitative value we've realized in IT and across our enterprise. You’ll also learn how an integrated and collaborative process and approach has helped us transform our own IT experience, enabling us to reinvest and drive more innovation. You'll hear:

    - How our own journey started with a good ITSM foundation
    - How effective digital transformation unlocks productivity and delivers great experiences
    - How using automation and efficiency gains help to enable continued innovation to focus on more strategic initiatives
ServiceNow makes work, work better for people.
Transform old, manual ways of working into modern digital workflows, so employees and customers get what they need, when they need it—fast, simple, easy. When people work better, business works better.

ServiceNow delivers digital workflows that create great experiences and unlock productivity for employees and the enterprise. We simplify the complexity of work on a single, enterprise cloud platform. The Now Platform®: The intelligent and intuitive cloud platform for work™

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  • Title: ITSM Series: Kick start your ITSM implementation (1/3)
  • Live at: Jan 8 2019 7:30 pm
  • Presented by: Bill Hansey, George Rubio
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