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Incident Management Isn't Just a Process Within IT

ITIL, also known as the Information Technology Infrastructure Library, is the global standard for IT best practices. Each stage of the entire ITIL Service Lifecycle provides value to the business. In this short webcast, ITIL v3 Master Anthony Orr discusses the Incident Management process as it relates to overall business strategy. He discusses the do's and don'ts in planning your Incident Management strategy. Learn best practices from ITIL from Author and Examiner Anthony Orr.
Recorded Oct 7 2016 6 mins
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Presented by
Anthony Orr, ITIL Author & Examiner
Presentation preview: Incident Management Isn't Just a Process Within IT

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  • Why Enterprise Service Management Will Soon Become IT's Biggest Mandate Dec 14 2017 7:00 pm UTC 60 mins
    Jarod Greene, VP of Service Management Strategy
    As enterprise-wide business processes become increasingly digitized, IT has an opportunity to play a critical role in enabling line-of-business functions outside IT. At the same time, workforce demands for instantaneous and seamless self-service—as well as a single platform for request fulfillment—turn this opportunity into a mandate. Enter “Enterprise Service Management,” an approach that extends service management technology and practices across the enterprise, offering a single record of engagement for users, whether they require services from IT, Human Resources, Legal, Facilities, or any other business function.

    Particularly with artificial intelligence (AI) technologies on the horizon, IT teams are racing to offer a unified approach to service delivery and management across the enterprise.

    In this webinar you’ll learn:
    * Why “enterprise service management” has emerged as a top IT imperative
    * Examples of top companies extending their service management practices across the organization
    * Practical steps for getting started with enterprise service management
    * How AI-enabled service management will reshape the organization forever
  • ITSM 2020: How to Develop Your 3-Year Roadmap Dec 6 2017 6:00 pm UTC 60 mins
    Jarod Greene, VP of Service Management Strategy
    It sounds far away, but 2020 is just around the corner. Is your IT organization prepared with a roadmap that positions you and your team for success? Join Jarod Greene, former Gartner ITSM analyst and Vice President of Service Management Strategy at Cherwell Software, for a compelling look at the single most influential trend shaping the future of ITSM—artificial intelligence (AI)—and what the most successful IT teams are doing right now to prepare.

    In this webinar, we’ll get past the hype and get down to business, showing you how to build a 3-year ITSM roadmap that positions you and your team for future success with AI. You’ll learn:

    * Types of AI-driven technologies and services that will proliferate the workplace over the next 3-5 years

    * Primary ways the service desk must evolve in order to embrace these next-gen technologies

    * Five prerequisites for a solid AI foundation, and the order in which they should be implemented

    * Capabilities your ITSM platform must support in order to take advantage of AI
  • How Artificial Intelligence Will Transform ITSM Forever Nov 28 2017 6:00 pm UTC 60 mins
    Jarod Greene, VP of Product Marketing, Cherwell
    Artificial Intelligence is the hottest topic in IT, which means by default, it must enter the realm of IT Service Management.

    The promise of Artificial Intelligence (AI) in Service Management is no longer the stuff of science fiction. Natural Language Processing will change the way IT organizations handle incidents, changes and requests. Machine Learning will take knowledge management to a new level. Virtual Support Agents will support you and your end users. But none of these realities come to fruition without the foundation you can build today.

    Join us to hear about

    * The promise of AI for the service desk and the workforce
    * Prerequisites for successfully embracing AI
    * Practical steps you can take now to lay a strong foundation

    Fast Forward to the Future of AI-Enabled ITSM.
  • ITSM Expert Roundtable - Adapt or Perish: The Future of ITSM Recorded: Nov 15 2017 63 mins
    Roy Atkinson, Senior Analyst, HDI; Dennis Drogseth, VP, EMA; John Custy, ITSM Consultant, JPC Group; Jarod Greene, Cherwell
    What's next in the world of IT service management? With a constantly evolving technology landscape and emerging business needs, there's much for ITSM practitioners to consider as they plan for the future. Join this panel of ITSM experts, and learn how the rise of artificial intelligence, along with a rapidly changing workforce demographic, will change IT service delivery as we know it. You’ll come away with a solid understanding of how the service desk needs to evolve, the opportunities and challenges AI presents, and practical steps for your IT team to take NOW in order to lay the groundwork for future success.
  • Service Desk Consolidation: Lessons from the Trenches Recorded: Nov 9 2017 36 mins
    Jamie Houlihan, Director of IT & Customer Care, Jenny Craig/Curves International; & Jarod Greene, Cherwell
    According to a recent EMA study, fifty percent of organizations rely on multiple service desk solutions for IT service delivery and support. Disparate service desks can create a myriad of issues including poor governance and control, licensing and staffing inefficiencies, and an inconsistent and confusing customer experience.

    Join Cherwell and Jamie Houlihan of Jenny Craig/Curves International for a close look at service desk consolidation. Jamie will discuss the consolidation initiative she led when Jenny Craig and Curves International merged, and how her IT team was able to transform its approach to service delivery and elevate the end user experience as a result.

    In addition, you’ll learn:
    * The “why,” the “when,” and the “how” of a successful consolidation project
    * The types of challenges you’re likely to encounter along the way
    * Practical guidance for ensuring a successful outcome
  • Three Ways Mid-Market IT Organizations Can Save Time, Money and Resources Recorded: Nov 8 2017 46 mins
    Jarod Greene, VP of Product Marketing, Cherwell
    How can mid-market IT organizations operate more efficiently and keep pace with increasing demands? While technological proficiency and agility are among mid-market companies’ most valuable weapons against bigger competitors, the ability to meet the demands of the business requires an optimal balance of people, process, and technology.

    Save time by implementing out-of-the-box best practices
    Save money by establishing IT self service and automate request fulfillment
    Save resources with a low-maintenance, low-overhead design platform
  • How to Shift Left with IT Service Management Recorded: Oct 10 2017 43 mins
    Jarod Greene, Vice President of Product Marketing - Cherwell Software
    What if a single shift to your ITSM approach could reduce costs, increase user satisfaction, and improve service delivery?

    “Shift left” is that strategy. Join us to hear how this powerful technique for resolving issues as close to the end user as possible enables you to:
    •Start with self-service – then add automation, knowledge mgmt., and even AI
    •Increase productivity by using resources in the best possible way
    •Boost operational efficiency for time and cost savings
    •Measure and analyze your shift-left initiative
    •Improve ROI for both people and technology

    Accelerate ITSM transformation with a new approach.
  • Top Ten Things to Consider When Implementing a Service Desk Recorded: May 22 2017 32 mins
    Doug Tedder, Principal, Tedder Consulting
    Service catalogs are one of those service desk terms we've all heard of, but some of us do not have the time, resources, or a clear idea of how to create and manage an effective one. With a little bit of thought and planning, the service catalog can become one of the most valuable artifacts of your entire ITSM implementation. Doug Tedder, ITSM and IT governance consultant, will provide:

    * Critical factors to consider before developing your service catalog
    * The top things companies don't think about when thinking about a service catalog
    * Tips to consider before implementing and managing an effective service catalog

    About the Presenter:

    Doug Tedder is the principal of Tedder Consulting LLC, an ITSM and IT governance consulting practice. Doug is a strategic, innovative, and solutions-driven service management professional with more than twenty five years of experience across a variety of industries. He is a resourceful, pragmatic, and hands-on leader with a proven track record of success implementing ITSM processes, focusing on value delivery and organizational transformation.

    Doug is a Fellow in Service Management (FSM), an ITIL Expert and v2 Service Manager, and a certified ISO/IEC 20000 Consultant Manager. He holds all of the ITIL Capability certificates, and he’s a certified ITIL Foundation trainer. As an active volunteer within the ITSM community, Doug is a frequent presenter at industry user group meetings, webinars, and conventions. He is also a former president of itSMF USA.
  • Into the Future: IT Service Management 2020 Recorded: May 18 2017 55 mins
    Jarod Greene, VP of Product Marketing, Cherwell; and Troy DuMoulin, VP of Research and Development, Pink Elephant
    In this live discussion, IT Service Management experts Jarod Greene and Troy DuMoulin will dive into the future of ITSM. Based on insight from 15 IT leaders, they will discuss the top ITSM trends and focus areas that will drive business growth into the future. All attendees will receive a complimentary copy of "IT Service Management 2020," the new eBook featuring expert advice for evolving your ITSM strategy.
  • We Don't Need Another IT Hero Recorded: Apr 27 2017 28 mins
    Doug Tedder, Principal, Tedder Consulting
    •Do you have a 'hero' on your ITSM team? You know the 'hero' – it's that person who always seems to make the "game-changing catch" as they complain about doing it. It's the person who doesn't share knowledge, yet doesn't understand why no one else knows what he or she does. Doug Tedder, ITSM consultant, will help you uncover:

    * the symptoms and impacts of the 'hero'
    * what allows the hero to exist in the first place.
    * tips to change how your IT team is working within your overall business.

    About the Presenter:

    Doug Tedder is the principal of Tedder Consulting LLC, an ITSM and IT governance consulting practice. Doug is a strategic, innovative, and solutions-driven service management professional with more than twenty five years of experience across a variety of industries. He is a resourceful, pragmatic, and hands-on leader with a proven track record of success implementing ITSM processes, focusing on value delivery and organizational transformation.

    Doug is a Fellow in Service Management (FSM), an ITIL Expert and v2 Service Manager, and a certified ISO/IEC 20000 Consultant Manager. He holds all of the ITIL Capability certificates, and he’s a certified ITIL Foundation trainer. As an active volunteer within the ITSM community, Doug is a frequent presenter at industry user group meetings, webinars, and conventions. He is also a former president of itSMF USA.
  • How IT Can Influence Business Users in the Age of Consumer IT Recorded: Apr 19 2017 49 mins
    Jarod Greene, VP of Product Marketing, Cherwell
    IT Consumerization—the blending of personal and business use of technology, devices and applications —presents IT organizations with both a challenge and an opportunity. The most strategic weapon IT has at its disposal is the IT service desk, the interface between business users and the IT services the organization provides.

    This webinar will discuss:

    * How IT organizations can modernize the business’s customer support and technical experiences,

    * Shine the light on shadow IT to ensure value is created,

    * Protect and improve the overall perception of IT within the business.
  • Applying Lean Practices to Healthcare IT Processes Recorded: Mar 23 2017 62 mins
    Troy DuMoulin, VP of Research & Development, Pink Elephant
    Join us for a live webcast, “Applying Lean Practices to Healthcare IT Processes" on March 23rd. Seasoned ITSM experts from Pink Elephant and Cherwell will demonstrate how Lean principles are critical in healthcare organizations for better process flow, improved patient care, and lower costs. Additionally, they will map out the connection between Lean, Agile Software Development, and DevOps, how they relate to principles of IT Service Management, and the methods to accelerate business value generation.
  • Looking Before You Leap Into ITSM SaaS Recorded: Mar 22 2017 41 mins
    Amy DeMartine, Principal Analyst, Forrester Research
    •SaaS is becoming the dominate platform of choice for customers in many areas – including IT Service Management (ITSM).  If your service management team is evaluating ITSM solutions in the cloud then you must know what are some the important criteria and topics to evaluate before signing that contract for ITSM SaaS. Senior Forrester Analyst, Amy DeMartine, will share with you what you and your team need to consider and answer questions to help you avoid the pitfalls of moving your ITSM implementation to the cloud.
  • Building a Business Case for IT Service Management Recorded: Feb 21 2017 25 mins
    Jarod Greene, VP of Product Marketing, Cherwell & Lucrecia Chandler, ITSM Training & Comms Manager, Sam Houston Univ.
    Lucrecia Chandler, Training and Communications Manager at Sam Houston State University, will share her ITIL and ITSM implementation journey. From managing manual processes with a home-grown work order system to implementing automated ITIL processes using Cherwell Service Management, Ms. Chandler will show how she accounts for service delivery costs and evaluates financial efficiencies.
  • Agile, Lean & DevOps: Working Together to Increase ITSM Efficiency Recorded: Feb 15 2017 48 mins
    Troy DuMoulin, VP, Research & Development, Pink Elephant - Josh Caid, VP of Innovation, Cherwell
    Many organizations are being challenged to complete everyday tasks “better, faster, cheaper”. But how can this be accomplished?

    As organizations shift gears to accommodate the business need for speed and agility demanded by the digital economy, there is a growing interest in models and methods to accelerate business value generation. However, at the same time there is growing confusion on how these different models such as Lean, Agile Software Development and DevOps connect and how they relate to the principles and practices of IT Service Management.

    Join Troy as he reveals how Agile, Lean and DevOps can work together to help your organization achieve the elusive challenge to be “better, faster, cheaper”.
  • The Three Strategies to Make Change Management Happen Recorded: Jan 26 2017 31 mins
    Troy DuMoulin, VP of Research and Development, Pink Elephant & Carlos Bernal, Dir. of Enterprise Product Management, Cherwell
    Learn how to reduce risk and add value to the business through effective Change Management implementation. Troy DuMoulin, ITIL Expert with Pink Elephant, and Carlos Bernal, ITSM Leader with Cherwell, will provide practical advice on how successful IT organizations establish effective Service Transition processes such as Change & Release Management, while balancing both risk and speed.
  • Do’s and Don’ts for Implementing ITIL in Your Organization Recorded: Dec 15 2016 24 mins
    Anthony Orr, ITIL Author & Examiner
    ITIL, also known as the Information Technology Infrastructure Library, is the global standard for IT best practices. ITIL v3 Master Anthony Orr covers four areas of ITIL processes: Incident Management, Problem Management, Change Management, and DevOps. Be sure to download the ‘How to Apply ITIL Processes’ guide in Attachments, which contains detailed lists of ITIL Do’s and Don’ts covered in this webinar, along with additional ITIL resources. This session is a compilation of the four short ITIL webinars on our BrightTALK channel.
  • Creating a Consumer-Like Experience for Your Customers Recorded: Nov 18 2016 40 mins
    George Spalding, EVP of Pink Elephant, Jarod Greene and Daniel Cooper with Cherwell
    User Interface and User Experience are important in IT, especially in IT Service Management tools. Intuitive and easy-to-use tools will ensure that both your users and your staff are making the most of your investment and getting the best results. A generation of users expect consumer-like experiences at work and meeting their needs will promote higher self-sufficiency. In this webinar, George Spalding of Pink Elephant and Cherwell ITSM experts discuss how to choose the right ITSM tool to increase customer satisfaction and improve results.
  • How to Reduce Risk and Time in your IT Audit Recorded: Nov 2 2016 32 mins
    Jeff Kelsey, Director of ITAM Product Management, Cherwell Software
    Software Compliance--Are You Audit Ready? Software vendor audits are expensive, time consuming, and for most organizations, inevitable. You know it's coming - what can you do to make it less painful? In this webcast, we will cover how asset management simplifies proactive compliance, enabling you to discover software inventory and usage, and reduce time spent responding to an audit by up to 75%. Hear IT Asset Management expert Jeff Kelsey discuss how to reduce licensing risks and better respond to software requests as part of your overall ITAM strategy.
  • Selecting the Right ITSM Vendor in the Digital Management Age Recorded: Oct 26 2016 40 mins
    Eveline Oehrlich, Principal Consultant, Forrester Research and Elinor Klavens, Researcher, Forrester
    If you are planning on replacing your IT Service Management tool, it's critical to understand how the ITSM landscape is evolving and the important role Digital Service Management plays within the modern enterprise. In this webinar, Forrester Research showcases how to identify the key capabilities you should consider when evaluating solutions and selecting the right vendors for your short list of ITSM tools. Forrester Research Analyst Eveline Oehrlich leads the discussion about Digital Service Management and how it directly impacts ITSM.
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Because of Cherwell’s focus on delivering a solution that is easy to configure, customize, and use, IT organizations extend Cherwell to solve a wide range of IT and business problems. With an unwavering commitment to putting customers first and being easy to do business with, Cherwell enjoys 98%+ customer satisfaction rating. Learn more at www.cherwell.com.

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  • Live at: Oct 7 2016 7:30 pm
  • Presented by: Anthony Orr, ITIL Author & Examiner
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