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IT Operations Management - Getting problems solved quickly

ITOM Series - Part 3

ServiceNow offers world-class (24 x 7) customer support to every customer. Our Customer Support team is comprised of trained, experienced professionals with deep product knowledge and real-world experience. The goal of our customer support effort is to help your team resolve issues as quickly as possible.

In the final part of our series, we will speak with Zahra Mushtaq, Senior Technical Support Manager who will share her almost 6 years of experience at ServiceNow.

In this session we will give you a deeper understanding of how our IT Operations Management support team runs, frequently asked questions and tips and tricks to best get your problem solved quickly!
Recorded Mar 5 2020 18 mins
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Presented by
Simona Lewis, Advisory Solutions Architect, ServiceNow and Zahra Mushtaq, Snr Technical Support Manager, ServiceNow
Presentation preview: IT Operations Management - Getting problems solved quickly

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  • Palo Alto Networks rockets resiliency by transforming IT May 20 2021 3:00 pm UTC 37 mins
    Nicole Tate, director of employee experience, Palo Alto Networks and Kristen Hoyt, ITSM product marketing manager, ServiceNow
    Learn how Palo Alto Networks simplified its problem management processes and created transparency into business-impacting outages. The company accomplished this by creating a problem management portal and using digital workflows and automation to capture the root cause of incidents—gaining much-needed visibility.

    Join us for an overview of experience management at Palo Alto Networks, along with our own approach to service management. You’ll learn how you can overcome today’s challenges of the new normal to:
    - Deliver scalable IT services on a single ITSM cloud platform
    - Increase IT agent productivity, innovate faster
    - Resolve your issues faster with platform-native AI

    Featured speaker:
    Nicole Tate, director of employee experience, Palo Alto Networks
    Kristen Hoyt, ITSM product marketing manager, ServiceNow
  • Why enterprises need Hardware Asset Management Recorded: May 12 2021 58 mins
    Tami McNairy, Accenture; Indranil Datta, Accenture; Ryan Wood-Taylor, ITAM, ServiceNow
    To help protect revenue and business resilience, the business needs to know what IT assets are owned, where they are located, who is using them, and more. When day-to-day business operations shift, IT Asset Management provides your cornerstone to these benefits.

    But as the workplace continuously evolves, an asset estate poses significant challenges from an operational, cost, and risk perspective. ServiceNow® Hardware Asset Management (HAM) provides much-needed visibility across your asset estate—automating the IT lifecycle on a single platform.

    Register now to learn more about this exciting rich, improved functionality—arriving in the Now Platform® Paris release. You’ll hear:
    - Why every company needs Hardware Asset Management
    - How to connect the enterprise with a single platform
    - How to automate the IT lifecycle with workflow
    - Where to reduce cost and risk in your business

    Featured speakers:
    Tami McNairy, Senior Manager, Accenture
    Indranil Datta, Manager, Accenture
    Ryan Wood-Taylor, Product Marketing Director, ITAM, ServiceNow
  • The Cyber Risk Landscape: Vulnerability Management and Threat Intelligence Recorded: Apr 29 2021 50 mins
    Brian Spring Security Product Specialist & Guy Newell Regional Manager APAC at ServiceNow
    The Cyber Risk Landscape: Vulnerability Management and Threat Intelligence

    With organizations embracing a remote workforce, the attack surface has greatly expanded and introduced new levels of cyber risk—exposing flaws in existing vulnerability management strategies. For remote employee devices, these flaws often include inconsistent patching refreshes, the inability to pinpoint exploitability, and unclear collaboration between IT and Security.

    According to Gartner, one of the three most important SOAR capabilities are threat and vulnerability management. Like automation, vulnerability management can support your security solutions by identifying issues and security breaches, making it easier to decide on a course of action.

    In 2019, the numbers of vulnerabilities increased by over 17% from the year previously (Imperva) and in light of the increasingly distributed and remote workforce, we can only expect this number to continue to rise.

    In this session, we will discuss:
    - Providing centralized reporting and visibility of exploitability data, remediation progress, and playbook effectiveness
    - Establishing workflows for a variety of use cases, including application and IT-based vulnerabilities, and software misconfiguration
    - How to accelerate your response by 25%, dramatically reduce case backlog
    - How Threat Intelligence Can be Used to Create a Phishing Playbook
  • Building business resilience in a post-pandemic market Recorded: Apr 15 2021 61 mins
    Josh Bersin, Seth Fox, and Tracey Fritcher
    Watch this important webinar for HR and business leaders. ServiceNow® and TCS host Josh Bersin, global industry analyst. Key topics include discussing pandemic-related responses that help organizations like yours build long-term resilience and foster greater financial performance, customer satisfaction, employee engagement, and—most importantly—a safer and more secure workplace.

    Gain insights into recent research that analyzed 53 HR and business responses encompassing areas such as leadership, culture and communication, talent strategies, benefits, remote work, and workplace considerations. We discuss the following topics:

    • Moving from traditional and mostly transactional processes to human design—putting people first
    • Accelerating engagement and decision-making across multi-stakeholders
    • Building a new workplace experience that’s adaptable to unforeseen and rapidly changing situations

    Featured speakers:
    Josh Bersin, global industry analyst and dean of the Josh Bersin Academy
    Seth Fox, global head of workplace services, S&P Global
    Moderator: Tracey Fritcher, principal strategist, Employee Experience, ServiceNow
  • A Practical Approach to Addressing Operational Risk Recorded: Apr 15 2021 52 mins
    James Fong Risk & Security Solutions, Asia & Michael Murphy Principal Technical Consultant, Customer Outcomes at ServiceNow
    A Practical Approach to Addressing Operational Risk

    The key to effective risk management does not end at communication and resilience; you must embark on the journey of addressing your own operational risks. Operational risks are the uncertainties and hazards a company faces in its day-to-day business activities. It can result from breakdowns in internal procedures, people and systems. These risks can include internal and external fraud, failure to adhere to internal policies, and even computer hacking.

    Operational risks can pose as much a threat to your organisation as data breaches and other vulnerabilities, and it’s important to make sure that you are as prepared for these areas of weakness as possible.

    In this sessions, you will:
    - Learn how to implement a program that engages your front line to identify the small control failures
    - Discover the risks of these small control failures
    - See ServiceNow GRC Advanced Risk and user-friendly capabilities in action
  • Goodbye reopening, hello reinvention Recorded: Apr 7 2021 56 mins
    Tracey Fritcher, Robert Teed, David Reed, and Kevin Nanney
    Due to the COVID-19 pandemic, we saw millions of organizations close their offices and quickly have employees work from home. Although 2021 will see the opportunity for some employees to return to their offices, the workplace will never be the same again and in fact, will have a chance for reinvention – with employees at the center of it.

    To ensure employee safety and business continuity, it’s crucial that employers have a framework and plan to support a hybrid workforce as most offices will not be able to have all employees back onsite. Companies will need to build trust by openly gathering employee sentiment on readiness to return, sharing the phases of the return and giving people the ability to reserve space in the office that fits with the overall plan. Additionally, employers must be able to adapt and change quickly given what is happening with stages of the pandemic around the globe, and how it shows up in each locality.

    Watch this webinar to learn about:

    • Caring for your workforce and building trust around a plan to bring people back

    • Providing digital engagement channels that will allow you to reinvent, rather than just reopen your workplace

    • Giving people the ability to reserve space and find important safety information about the workplace

    • Creating an entirely new way for employees to get help and guidance virtually that boosts their engagement and keeps them safe.

    Featured speakers:
    Tracey Fritcher, Principal Strategist, Employee Experience Solutions, ServiceNow
    Robert Teed, Global Head of Workplace Services, ServiceNow
    David Reed, Senior Director, Global Talent Care, ServiceNow
    Kevin Nanney, Senior Director, Product Management, ServiceNow
  • HR’s Role in Business Transformation Recorded: Apr 1 2021 57 mins
    Josh Bersin, Josh Bersin Academy & Alex Badenoch, Telstra
    Join industry analyst Josh Bersin and Telstra Group’s HR leader Alex Badenoch for a conversation about HR’s role in business transformation. Given the significant business changes taking place because of the global pandemic, HR leaders in most companies will be grappling with a range of transformation-related issues.

    Register for this webinar to learn how to prepare for and manage:

    - Restructured organisations
    - Redesigned workplaces to accommodate COVID precautions
    - Revised job roles for now and post-pandemic
    - New business priorities for the year ahead

    It’s critically important that HR takes a leadership role in these and the many other changes ahead in 2021.
  • How To Manage Risk with Effective Communication Recorded: Apr 1 2021 49 mins
    James Fong, ServiceNow, Andrew Wheatley, ServiceNow & Chee Kong Wong, EY
    How To Manage Risk with Effective Communication

    Privacy and security risks drive many board and audit conversations. However, the ability to effectively communicate these risks is one of the greatest challenges’ executives face. To effectively manage risks, and develop visibility across organisations, it is essential that communication is encouraged and supported.

    In this session, we will discuss:
    - How efficient communication can be a strong business asset
    - The best practices to prepare for these important meetings
    - How using a common language, processes, controls, and issues management across the company can make the message simple and consistent
  • Now on Now: Lessons learned from evolving our own SOC Recorded: Mar 31 2021 26 mins
    Tim Boswell, Senior Solutions Architect Security and Risk, ServiceNow
    Protecting enterprises today is defined by your ability to stay ahead of threats, which requires integrating vast numbers of security tools, correlating key enrichment data, and developing the right workflow and playbooks. You’re also on the hook for delivering the analytics executive leadership requires for assessing your organisation’s security posture. Otherwise, you’re sitting exposed to the next big attack.  

    At ServiceNow®, we’ve faced and overcame these challenges.  

    Join this session to see how we used our own history and expertise in empowering enterprise cyber-defence, maturing teams, and scaling the SOC. You’ll get insights and lessons learned on how our ServiceNow Security Operations Centre (SOC) analysts used ServiceNow Security Incident Response (SIR) to:

    - Protect our organisation—one of the fastest growing SaaS companies out there
    - Provide the performance metrics you need for assessing your SOC’s capacity and maturity
    - Gain insights into threat impacts and risks to effectively evolve your security team and response workflow
  • HR’s Role in Business Transformation Recorded: Mar 30 2021 58 mins
    Josh Bersin and Alex Badenoch
    Join industry analyst Josh Bersin and Telstra Group’s HR leader Alex Badenoch for a conversation about HR’s role in business transformation. Given the significant business changes taking place because of the global pandemic, HR leaders in most companies will be grappling with a range of transformation-related issues.

    You'll learn how to prepare for and manage:
    -Restructured organizations
    -Redesigned workplaces to accommodate COVID precautions
    -Revised job roles for now and post-pandemic
    -New business priorities for the year ahead

    It’s critically important that HR takes a leadership role in these and the many other changes ahead in 2021. Register now.
  • How SOAR Saved the Day; A Guide to Modernising Your Security Solutions Recorded: Mar 30 2021 42 mins
    Brian Spring, ServiceNow I Karl Klaessig I ServiceNow & Alicia K Lync, SAIC
    How SOAR Saved the Day; A Guide to Modernising Your Security Solutions

    According to Gartner by year-end 2022, 30% of organisations with a security team larger than five people will leverage SOAR tools in their security operations, up from less than 5% today. The almost overnight migration to a virtual employee workforce has tasked Security and IT teams to deliver and secure digital transformation at lightning speed. This was not an easy task for teams already stretched thin and juggling multiple tools and limited resources.

    With the volume of threats in mind and the scaling that needs to happen overnight for these teams, security orchestration and automation (SOAR) solutions are critical for their success.

    In this session, we will discuss:
    - How automating workflows can help ensure that threats to your business are resolved before they can impact the business and your employees
    - The impact of the pandemic on security solutions, and why SOAR is so important now than ever before
    - The importance of automation and orchestration in the new normal
  • Strategic and continuous planning—the only way to plan Recorded: Mar 30 2021 54 mins
    Doug Page, ServiceNow, Jim Tisch, ServiceNow & Andy Jordan, Roffensian Consulting S.A.
    To better align with business goals, your planning must be strategic—focused on optimising the delivery of business outcomes. Having strategic and continuous planning is the key differentiator here—enabling you to set your business apart.

    Register now to learn how you can use IT Business Management to create a strategic plan, invest, and fund the best portfolio to meet your business objectives. It’s the only solution that incorporates traditional with agile planning methods on one platform. Join our discussion on:

    - Developing the strategic and continuous planning you need
    - How you can continue to adapt your plans based on business strategy changes 
    - Evolve away from traditional to agile planning methods—boosting customer engagement
  • Looking Ahead: Challenges and Priorities for 2021 Recorded: Mar 25 2021 59 mins
    Josh Bersin, Susan Schmitt, and Molly Nagler
    Join the ServiceNow HR team for part 2 of our CHRO Series!
  • Getting off the AIOps launch pad by eliminating four common struggles Recorded: Mar 25 2021 52 mins
    Matt Gowarty, Senior Product Marketing Manager, IT Operations Management, ServiceNow
    In your bid to advance your organisation’s IT operations maturity, turning to AIOps is a good idea—if done right. There is a disconnect between what some AIOps vendors say they can deliver versus what is delivered.

    Join us for this exclusive webinar where the experts will talk about these four common misconceptions and mistakes surrounding AIOps implementation:

    - The cost of data scientists and customisation
    - Limited understanding of IT telemetry data
    - Lack of business service context
    - No ability to take integrated actions

    Learn how you can predict issues before they happen, prevent impact on your end-users, and automate remediation with cross-team workflows. Make proactive operations a reality with ServiceNow.
  • How To Build Resilience with Effective Risk Management Recorded: Mar 25 2021 59 mins
    James Fong Risk & Security Solutions, Asia & Scott Ferguson Director, Outbound Product Management at ServiceNow
    How To Build Resilience with Effective Risk Management

    According to Quantivate, only 36% of organizations have a formal enterprise risk management program. An effective risk management solution allows organizations to identify and take action against risks and vulnerabilities, building resilience and strength, and keeping visibility at the core of their security model.

    Resilience demands that we make a conscious commitment to anticipate, prevent, respond, and adapt to adverse events. To be resilient, we must optimise our risk management. As we inch toward the end of 2020, one overwhelming takeaway is the need to plan and execute risk management at a different pace - in real time. Business continuity, customer retention, workforce productivity -- these pillars of business success depend on effective operational risk management across the entire organization.

    In this session, we will discuss:
    - How to ‘anticipate’ risk using IRM and BCM to aggregate business and asset context
    - ‘Prevent’ by establishing indicators, updating response plans, and proactively testing event scenarios
    - Monitoring to ‘respond and recover’ to support quick response of your action plans
    - Arming your team to ‘adapt’ by collecting and analyzing data to identify root cause and necessary controls and process adjustments
    - How to achieve true resilience, and embed risk and compliance processes into daily work
  • Now on Now: Taming Risky Businesses with VRM Recorded: Mar 24 2021 51 mins
    Mark Gardner, ServiceNow & Troy Dunham, ServiceNow
    Enterprises rely on third parties more than ever—which increases risk. Hear our journey to overcoming vendor risk management challenges—enabling greater efficiency in the process while improving our resilience and risk posture, too.

    Register now to hear our approach, the benefits we gained, and our lessons learned along the way. You’ll gain actionable insights from this use case webinar as we cover:

    - Our approach to identifying risk challenges and achieving better outcomes
    - Increasing efficiency in the VRM process while covering more vendors
    - Our new due diligence process with increased transparency and an 80% reduction in email
  • Forrester Outlook: The State of Enterprise Service Management Recorded: Mar 23 2021 52 mins
    Gerald Beaulieu, Director Product Marketing Employee Workflows, ServiceNow & Charles Betz, Principal Analyst, Forrester
    An Enterprise Service Management (ESM) approach extends beyond ITSM, helping deliver cost-savings and operational innovations across departments. But what’s the right path for enterprises to take in achieving this promise?

    Join us for this webinar with Charles Betz, Forrester Principal Analyst, as he presents key findings from The Forrester Wave™: Enterprise Service Management. This study covers many enterprise-wide service delivery challenges and outcomes, along with the types of solutions to address these needs. You’ll gain valuable insights on the state of ESM today, including:

    - The importance of the employee experience and how ESM assists it
    - The evolving trends within ESM, DevOps, and cloud-native
    - The increasing role of AI and chatbot across enterprises
    - ESM in the broader context of enterprise software
  • CHRO Series Part 1 - Diversity and Inclusion: What Practices Work? Recorded: Mar 17 2021 51 mins
    Josh Bersin, Ray Narine, and Mark Arell
    Diversity and inclusion have risen to the top of HR leaders’ priority list this year more than ever before—all in the midst of a global health crisis that is redefining how we work. To navigate these complex issues, hear from Josh Bersin and two senior talent leaders for this important and timely discussion.

    They explore ideas that were drawn from executive working groups focused on today’s D&I challenges and practices, as well as recent survey-based research. Learn about the metrics modern D&I leaders are using to measure success and how analytics can identify pockets of inequality. Other topics addressed include how HR leaders can:

    • leverage partnerships to achieve true inclusion;
    • navigate personal and professional stresses; and
    • create safe places for difficult conversations.

    Featured speakers:
    Josh Bersin, Global Industry Analyst and Dean of the Josh Bersin Academy
    Ray Narine, Head of Talent Development, Deputy Chief Diversity Officer, Consumer Reports
    Mark Arell, Vice President, Talent & Organizational Development, Herc Rentals
  • RegTech & FinTech—What does the future hold for Regulatory Compliance? Recorded: Mar 17 2021 50 mins
    Andrew Yuille & Susannah Hammond, Thomson Reuters & Mike Spano, ServiceNow
    Join us for this exclusive webinar to discuss what lies ahead for Regulatory Compliance.

    2020 was a year of digital transformation and acceleration to meet the challenges of the COVID-19 pandemic. By necessity and design, firms have implemented the roll-out of technology, often at speed, to enable business activities to continue as countries went into lockdown. The applications that are covered by the term “FinTech” are fast becoming part of financial services firms’ identity.

    So, in a marketplace that is still maturing, the question to ask is whether corporate governance and the culture of financial service firms have managed to keep pace with this new tech.

    In this webinar, we’ll discuss results from Thomson Reuters Regulatory Intelligence’s (TRRI) fifth annual survey on FinTech and how ServiceNow helps:
    - The views and experiences of 400 compliance and risk practitioners
    - The huge step forward in adopting and implementing technology during the pandemic, despite ongoing budget challenges
    - Key insights into the ServiceNow Regulatory Change Management application
  • How to Transform and Automate Security Operations: A Case Study Recorded: Mar 11 2021 44 mins
    Brian Spring Security Product Specialist & Lou Fiorello Head of Security Product at ServiceNow | Muhammad Ahmad CISO at FINCA
    How to Transform and Automate Security Operations: A Case Study

    Automating security operations eases the load for your security team by detecting threats in your environment, determining the response to threats, and reducing the amount of time consuming manual work that goes into SecOps.

    Automation and orchestration are no longer intimidating but have actually become trusted allies in the fight against increasing demands and limited resources. In 2021, your company will depend ever more heavily on digital services, which means you must adapt and extend security and vulnerability operations.

    In this session, we will discuss:
    - How digitized, cross-functional workflows can embed best practices, efficiency, and security resilience into operations
    - The benefits of automating your security operations
    - The adoption and advances in both incident and vulnerability response
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: IT Operations Management - Getting problems solved quickly
  • Live at: Mar 5 2020 2:30 am
  • Presented by: Simona Lewis, Advisory Solutions Architect, ServiceNow and Zahra Mushtaq, Snr Technical Support Manager, ServiceNow
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