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Enterprise Service Management: A Look at the Forrester Wave with Charles Betz

Enterprise service management solutions have expanded service thinking beyond IT. Vendor solutions enable organizations to broadly apply service management practices to the rest of the business, uncovering new value and improving service experiences across IT and non-IT business units. Forrester Research recently completed the first comprehensive survey covering 13 major ESM vendors. Join Charles Betz, Principal Analyst with Forrester, for an inside look at the latest Forrester Wave: Enterprise Service Management.

Charles Betz
Principal Analyst, Forrester
Charles Betz is Forrester’s lead DevOps analyst serving infrastructure and operations professionals globally. In this role, he covers continuous deployment and release automation, incident management, and emerging topics such as containers and chaos engineering. He also covers the transformation of “traditional” IT operations organizations into next-generation digital service organizations. He retains an interest in enterprise service management topic areas such as service portfolio management, service catalog, IT asset management, application discovery and dependency mapping, configuration management, and CMDB as well as industry frameworks like ITIL, IT4IT, and COBIT.
Recorded Oct 4 2018 56 mins
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Presented by
Charles Betz, Principal Analyst, Forrester
Presentation preview: Enterprise Service Management: A Look at the Forrester Wave with Charles Betz

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  • Top 3 IT Automation Use Cases that Bridge People, Process, and Technology Recorded: Dec 13 2018 30 mins
    Jeff Battaglino
    Automation is changing the way we work and live. From self-driving cars to AI-powered virtual assistants, everyone is scrambling for the latest in automated technology.

    The immense pressure for digitized business operations leaves enterprise organizations searching for process automation that improves accuracy and speed, while transforming the customer experience.

    In this webinar you will experience three process automation use cases that will free-up staff to work on more productive projects, reduce human error, and provide faster, more efficient responses to incidents and requests.
  • The Evolving IT Service Organization - From Silos to Business Shared Services Recorded: Dec 4 2018 62 mins
    Troy DuMoulin, VP, Research & Development, Pink Elephant
    Internal technology service providers are facing a period of major change and transition as they look for ways to support growing business demands coming from digital transformation, address technical debt, and find answers to the trend of increased use of shadow IT.

    These driving forces, as well as many others, are putting internal IT functions under intense pressure to rapidly transform their processes, culture, and technology platforms from a silo-based technology operating model to a shared services approach. This approach lowers variability, complexity, and risk to achieve greater scalability and improved cost.

    In this webinar, Troy DuMoulin, Pink Elephant & Matt Klassen, Cherwell will discuss the evolutionary stages that organizations follow as they move from a silo-based culture to a shared services model. Key takeaways from this session will include:
    - How organization establish process coherence in a complex supply model.
    - The role of a Service Management Office when establishing a shared service approach.
    - The transition from an IT shared services to a business shared services model.

    Guest Speaker:
    Troy DuMoulin
    VP, Research & Development, Pink Elephant
    ITIL 4 Lead Architect & Contributing Author

    Troy is considered by many to be one of the world’s foremost ITIL and ITSM experts and is a lead architect of the brand-new ITIL 4 certification scheme. A passionate and experienced executive consultant, Troy is always willing to use his extensive background to share what he knows and is always on the hunt for more knowledge. Troy is a frequent speaker at ITSM events, is an ITIL 4 contributing author, has contributed to several books based on ITSM and Lean IT concepts, and maintains a blog that is one of the industry’s most popular and informative.
  • IT Service Transformation: How to Make Work Flow Across the Enterprise Recorded: Nov 15 2018 59 mins
    Mike Johnson, Ryan Mulvaney, Mike Bollman, Pulin Bhatt
    As digital transformation moves from vision to reality, many organizations are still struggling with manual, disconnected processes. Gaps between systems, people, and functional groups stifle the cross-functional innovation needed to produce true transformation.
    IT teams that are leading the charge in the digital era are adopting solutions that integrate systems, automate enterprise-wide workflows, and offer a collaboration platform that transcends functional silos. They are automating key processes across IT, PMO, HR, Security, and Facilities.

    Join IT leaders for a discussion on creating a unified service experience, boosting productivity, and making work flow.

    Guest speakers:
    Mike Johnson, ITSM Administrator,Wendy's International
    Mike Johnson is the Primary ITSM Administrator and Developer for Cherwell at the Wendy’s International Corporate Office. Mike attended Ohio Wesleyan University and received a Bachelors Degree in Psychology with a primary focus in survey methodology and research based data collection. He has 6 years of experience with the Wendy’s brand and started out as a level one support technician. His other roles have included Data Analyst and Workforce Management Scheduler.

    Pulin Bhatt, Director of Client Services, University of Texas at Dallas
    Pulin Bhatt is the Director for Client Services in Office of Information Technology at University of Texas - Dallas. In his current role he oversees the Service Desk, Desktop Support, AV Technologies, Labs, and ITSM. In the past, Pulin has held various roles supporting End User Technology in different industries like Finance, Legal, and Corporate. Pulin holds an undergraduate degree in MIS and an MBA from Texas Tech University. Pulin is passionate about service excellence and bridging the gap between technology and those who use it.

    Ryan Mulvaney, Principal Consultant, Enterprise Service Management Practice, Business Forward
  • New to ITIL, ITSM, and Lean? Don’t Make the Same Mistakes We Did! Recorded: Nov 13 2018 57 mins
    George Spalding, Pink Elephant and Chuck Darst Cherwell Software
    The first lesson for implementing ITIL is...never implement ITIL. Rather, focus on the key pain points your organization is experiencing today and “cherry pick” the specific ITIL processes that address these points. Don’t worry about the theory, it is all about the results.

    Do you want to hear more?

    Join George Spalding, EVP, Pink Elephant, 20-year ITIL veteran, and co-author of the ITIL v3 Continual Service Improvement volume and Matt Klassen, VP, Product Marketing, Cherwell as they discuss the lessons learned over two decades of working to improve IT performance.

    Guest Speaker
    George Spalding, EVP, Pink Elephant
    One of North America’s most insightful and engaging ITSM and support experts, George is an ITIL® expert with more than 30 years’ experience in the IT industry and co-author of the ITIL V3 Continual Service Improvement core volume. George spent several years as a consultant to the White House on technical presentations and conferences. He also coordinated technical presentations for members of the President’s cabinet, the Smithsonian Institute and the Federal Bureau of Investigation. A regular author of IT articles and white papers and a sought-after presenter at global ITSM conferences and webinars, George’s winning personality captivates audiences, be it in print, over the airwaves or in person.
  • Enterprise Service Management: A Look at the Forrester Wave with Charles Betz Recorded: Oct 4 2018 56 mins
    Charles Betz, Principal Analyst, Forrester
    Enterprise service management solutions have expanded service thinking beyond IT. Vendor solutions enable organizations to broadly apply service management practices to the rest of the business, uncovering new value and improving service experiences across IT and non-IT business units. Forrester Research recently completed the first comprehensive survey covering 13 major ESM vendors. Join Charles Betz, Principal Analyst with Forrester, for an inside look at the latest Forrester Wave: Enterprise Service Management.

    Charles Betz
    Principal Analyst, Forrester
    Charles Betz is Forrester’s lead DevOps analyst serving infrastructure and operations professionals globally. In this role, he covers continuous deployment and release automation, incident management, and emerging topics such as containers and chaos engineering. He also covers the transformation of “traditional” IT operations organizations into next-generation digital service organizations. He retains an interest in enterprise service management topic areas such as service portfolio management, service catalog, IT asset management, application discovery and dependency mapping, configuration management, and CMDB as well as industry frameworks like ITIL, IT4IT, and COBIT.
  • The Future of ITSM: Secure IT’s Seat at the Table Recorded: Sep 11 2018 54 mins
    Matt Klassen, Cherwell; John Huckle, Business Forward; Ryan Mulvaney, Business Forward
    Digital transformation has become a mandate, not just for IT, but across enterprise-wide business processes, including HR, finance, and facilities. The IT organization has a unique opportunity to drive digitization and service transformation throughout the entire organization, overcoming traditional silos with a unified approach.

    Join VP of Product Marketing, Cherwell Software, Matt Klassen, John Huckle, CEO, Business Forward, and Ryan Mulvaney, Principal Consultant, Business Forward as they share how two global brands are leading the charge with digital/service transformation.

    Guest Speakers:
    John Huckle, Founder and CEO, Business Forward
    Ryan Mulvaney, Principal Consultant, Enterprise Service Management Practice, Business Forward
  • 7 Deadly Sins of ITIL Implementations Recorded: Aug 28 2018 59 mins
    Tracy Barnes, STRITCO and Chuck Darst, Cherwell Software
    IT is responsible for supporting the business through daily operations, growth, and change. This hefty responsibility puts IT at the heart of nearly every forward-thinking organization. Unfortunately, there is no single methodology that tells IT exactly what to do, but Integrating best practices that support agility, while also providing stability is the only way to remain competitive.

    ITIL, the most popular IT best practice framework, raises skepticism when it comes to agility. However, when applied judiciously, strategically, and in the context of agile and lean principles can provide a stable platform while enabling speed and efficiency.


    Guest Speaker:
    Tracy Barnes, STRITCO

    About Tracy: Tracy was the project manager for the successful ISO/IEC 20000-1:2005 certification at the Florida Department of Revenue. The first state government agency to be certified in the United States. Tracy has achieved the following certifications: ITIL Expert, PMP, Executive Consultant/Manager in ITSM according to ISO/IEC 20000, Six Sigma Green Belt, Internal Audit Certificate in ITSM according to ISO/IEC 20000-1:2011, and is a Certified Public Manager.
  • How 3 Organizations Overcame ITSM Technology Hurdles: Real-Life Stories Recorded: Aug 22 2018 61 mins
    TJ Martinez, Univ. of New Mexico; Diane Burton, Seattle Cancer Care Alliance; Nick Kouloungis, Louisville Metro Technology
    New technologies have changed our personal and professional lives for the better. But, accommodating the rapid and dramatic business technology changes can be difficult. Setbacks caused by outdated, legacy ITSM solutions do not make modernization efforts easy. Whether your goals include artificial intelligence, incorporating DevOps, or automating key IT processes, all ITSM teams must embrace change and innovate.

    Join our upcoming webinar with representatives from higher-education, healthcare, and government as they share successes, blunders, and challenges from the IT trenches.

    Guest Speakers:
    TJ Martinez, Director of Customer Support Services, University of New Mexico
    Diane Burton, IT Client Services Manager, Seattle Cancer Care Alliance
    Nick Kouloungis, Information Technology Services Manager, Louisville Metro Technology Services
  • The Future of ITSM - From Process to Value Stream Recorded: Aug 1 2018 59 mins
    Troy DuMoulin, VP of Research and Development, Pink Elephant
    Several years ago, IT organizations were focused on quality. But, the financial crisis of 2008 changed that focus to cost. Today, in 2018, IT organizations are forced to find a balance between quality and speed, while also justifying cost. However, complicating this tricky balancing act is the fact that the only constant in IT Service Management is change.

    Driving this fast pace of change are external forces including cloud, global supply, automation, and competition. Join Senior Product Marketing Manager, Cherwell Software, Chuck Darst, and Troy DuMoulin, VP of Research and Development at Pink Elephant, as they discuss these challenges in what Troy calls the third major industrial revolution.

    Guest Speaker:
    Troy DuMoulin, VP of Research and Development at Pink Elephant

    Troy is a leading ITIL® IT Governance and Lean IT authority with a solid and rich background in Executive IT Management consulting. Troy holds the ITIL Expert certifications and has extensive experience in leading IT Service Management (ITSM) programs with a regional and global scope. He is a frequent speaker at IT Management events and is a contributing author to multiple ITSM and Lean IT books, papers and official ITIL publications including ITIL’s Planning To Implement IT Service Management and Continual Service Improvement.
  • The Future of ITSM: The Rise of Automation, Agile, and the User Experience Recorded: Jul 25 2018 58 mins
    George Spalding, VP, Pink Elephant and Chuck Darst, Senior Product Marketing Manager, Cherwell
    "Digital Transformation” is one of the most popular action items IT leaders are tasked with today. The goal is to keep pace with customer demands in order to compete in a constantly changing economy. In order to support evolving technology, ITSM has progressed from reactive to proactive, in some cases utilizing pattern recognition in the form of predictive analytics (Big Data) to bypass the need for human intervention.
    Join us on this webinar to learn why taking this a step further and integrating Lean, Agile, and DevOps into your delivery system will help you achieve business value -- better services, delivered faster, and for less cost.

    Guest Speaker:
    George Spalding, Executive Vice President, Pink Elephant

    Cherwell Speaker:
    Chuck Darst, Senior Product Marketing Manager, Cherwell Software

    About George:

    One of North America’s most insightful and engaging ITSM and support experts, George is an ITIL® expert with more than 30 years’ experience in the IT industry and co-author of the ITIL V3 Continual Service Improvement core volume. George spent several years as a consultant to the White House on technical presentations and conferences. He also coordinated technical presentations for members of the President’s cabinet, the Smithsonian Institute and the Federal Bureau of Investigation. A regular author of IT articles and white papers and a sought-after presenter at global ITSM conferences and webinars, George’s winning personality captivates audiences, be it in print, over the airwaves or in person.
  • 5 Ways Your ITSM Tool Must Support Digital Transformation Recorded: Jun 14 2018 60 mins
    Stephen Mann, Principal Analyst, ITSM.tools and Chuck Darst, Product Marketing, Cherwell Software
    At the top of every CIO’s agenda: Digital Transformation. That’s a massive undertaking, so why not start with the essentials - ensure your ITSM tool supports today’s most modern requirements. Think of it as enterprise service management through a digital transformation lens. Join Stephen Mann as he shares 5 ways your ITSM tool must support digital transformation.

    Stephen is Principal and Content Director at the ITSM-focused industry analyst firm ITSM.tools. He is also an independent IT and IT service management marketing content creator, an Associate Analyst at IT industry analyst firm Ovum, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals.
  • [Expert Panel] How to "Fast Forward" ITSM to Support the Digital Enterprise Recorded: May 30 2018 60 mins
    Chris Chagnon, Julie L. Mohr, and Matt Klassen
    Digital transformation is about more than just technology. It’s about preparing your business to operate in an increasingly digital world. In order to remain competitive and attract customers, businesses must transform how they operate.

    Join us for this live panel discussion with IT service management industry experts and IT leaders as they discuss the latest trends shaping service management and share compelling stories of reinvention.

    Speakers include:
    Chris Chagnon - ITSM Application and Web Developer and PhD candidate at Worcester Polytechnic Institute. Chris has produced award winning IT service management systems, was recognized as one of HDI’s Top 25 Thought Leaders in Service Management, and combines his business experience and academic research to continually innovate the field of ITSM.

    Julie L. Mohr - Julie is a dynamic, engaging change agent who brings authenticity, integrity, and passion to practitioners worldwide. Her purpose is to spark change in the world with thought-provoking dialog and interaction. Julie has a B.S. degree in computer science from The Ohio State University, a MaED from the University of Phoenix, and is currently pursuing her Ph.D. in Management and Organizational Leadership in Information Systems & Technology from the University of Phoenix. She is an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional.
  • 5 Key Ways ITSM Must Evolve Before Digital Transformation Can Truly Happen  Recorded: May 22 2018 61 mins
    George Spalding, VP, Pink Elephant and Matt Klassen, VP Product Marketing, Cherwell
    30 years ago ITSM was the “next big thing.” And, in many ways, ITSM has succeeded in changing the IT landscape. Now, ITSM itself must change. The “Digital Transformation” train is an express that doesn’t stop at the ITSM station.

    Join George Spalding, Executive Vice President, Pink Elephant and Matt Klassen, VP Product Marketing, Cherwell Software as they discuss the five major areas where IT & ITSM must evolve: Architecture, Change & Release Management, IT Organizational Structure, Infrastructure, and Automation.
  • Knowledge Management – The Key to an AI-Enabled Future Recorded: Mar 29 2018 58 mins
    Adam Thumm, Solutions Architect, Cherwell
    Artificial intelligence, once confined to the big screen, is readily available to consumers, in basic form, with Alexa, siri, and self-driving Tesla cars. But, what does this mean for business? We may not have Ex Machina-like robots just yet, but dedicated ‘Futurists’ are joining the C-suite in many organizations to future-proof decision making and prepare for future technology innovations.

    AI tools rely on database driven, predictive technology that will enhance the cognitive performance of humans. Join us to learn how you can create a solid foundation for AI initiatives with good knowledge management practices.
  • Challenges and Solutions for Public Sector ITSM Implementation Recorded: Mar 27 2018 60 mins
    Tracy Barnes, Stratigic I.T. Consulting, Inc.
    Government agencies require precise planning and support when it comes to software implementation. Carefully navigating the intricacies of regulations and mandates, organization structure, lobby groups, and complex contracts is essential for success.

    Join Tracy Barnes, of STRITCO, as he discusses his experience implementing Cherwell service management within the public sector. Tracy will share the specific challenges experienced during public sector ITSM implementation and provide practical, actionable solutions that have proven to improve performance within IT, HR, Purchasing, and Finance departments.

    About Tracy: Tracy was the project manager for the successful ISO/IEC 20000-1:2005 certification at the Florida Department of Revenue. The first state government agency to be certified in the United States. Tracy has achieved the following certifications: ITIL Expert, PMP, Executive Consultant/Manager in ITSM according to ISO/IEC 20000, Six Sigma Green Belt, Internal Audit Certificate in ITSM according to ISO/IEC 20000-1:2011, and is a Certified Public Manager.
  • Extending Service Management Beyond IT Recorded: Mar 20 2018 58 mins
    Luke Smith, Cherwell Software and Chuck Darst, Cherwell Software
    How can IT help the entire business remain productive without breaking the bank?

    Automating process workflows and providing a high-quality service experience is a common theme across all business departments. Extending IT service management solutions and principles beyond IT can improve productivity, enhance collaboration, and cut costs.

    Please join us as we discuss how Cherwell Service Management’s flexibility helps diverse lines of business:
    - Manage and automate HR, facilities, and security processes.
    - Build custom applications without writing code.
    - Create inviting customer experiences.
    - Collaborate to achieve business goals.
  • Meeting the Unique ITSM Needs of Higher Ed - An Inside Look at WPI Recorded: Mar 15 2018 59 mins
    Marie DiRuzza, Director of IT Service and Support
    Merging cutting-edge technology with internal processes is the only way to meet the evolving IT needs of students, faculty, and staff in higher ed. Chris Chagnon and Marie DiRuzza will provide an inside look at Worcester Polytechnic Institute's (WPI) use of Cherwell Service Management. From innovative API integrations to research and planning for a future filled with artificial intelligence, Chagnon and DiRuzza are at the technological forefront of education.
  • Evolving the IT Service Org From Functional Silos to a Value Service Network Recorded: Mar 13 2018 57 mins
    Troy Du Moulin, VP, Research & Development, Pink Elephant
    Current IT structures and management systems based on task segmentation drive specialization over collaboration and localized effectiveness over innovation. While these models can be effective for getting work done they unfortunately also have a tendency to create a culture of silos, challenges with handoffs, and the creation of bottlenecks.

    With the advent of Lean, Agile, and DevOps practices focusing on creating faster velocity and speed to market, organizations have been evaluating their end-to-end value systems and looking for ways to increase speed and identify opportunities for automation. Join Troy as he demonstrates how IT Service Management has moved from a process model to a life-cycle view and now to a Value System perspective and what this means for the future of ITSM.
  • Why Enterprise Service Management Will Soon Become IT's Biggest Mandate Recorded: Dec 14 2017 27 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 Recorded: Dec 6 2017 49 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
Powerful & Intuitive Software for IT Service Management—and Beyond
Cherwell delivers IT service management, workforce and business enablement solutions that allow IT to become a true partner to the business. Built on a modern, metadata architecture, the Cherwell platform enables IT teams to rapidly build, configure or merge new ITSM or business functionality—without touching a single line of code or living in fear of the next upgrade.

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 4 2018 5:00 pm
  • Presented by: Charles Betz, Principal Analyst, Forrester
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