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What’s New in ITIL 4? Key Changes, Implications, and Practical Guidance

ITIL 4, the latest version of the most widely adopted ITSM framework, has been released! This version integrates DevOps, Agile, and Lean IT principles for a holistic end-to-end systems approach.

Pink Elephant, well-known for ITIL training and certification, has played an integral role in ITIL and IT service management over the past 30 years. The ITIL experts from Pink Elephant have been at the forefront of ITIL’s evolution since its inception, and are now playing a significant role in the development of the latest version, ITIL 4.

Join George Spalding, EVP, Pink Elephant, 20-year ITIL veteran, who has been working with ITIL 4 since early last fall and who co-authored the ITIL V3 Continual Service Improvement volume, for an inside look at this most recent ITIL release.
Recorded Feb 28 2019 55 mins
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Presented by
George Spalding, EVP, Pink Elephant
Presentation preview: What’s New in ITIL 4? Key Changes, Implications, and Practical Guidance

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  • The Future of ITSM: The Shift from Operational Efficiency to Employee Experience Oct 24 2019 2:00 pm UTC 60 mins
    Matt Klassen, VP of Product Marketing, Cherwell Software, Pasi Nikkanen, CPO, HappySignals
    As digital transformation continues to drive the enterprise agenda into 2020, a seismic shift is occurring within IT and the service desk. Whereas IT initiatives once focused primarily on maximizing IT operational efficiency and throughput, the modern IT department is now charged with a new mandate: elevating employee experience and productivity through their engagement with service and support channels.

    Join Matt Klassen (VP, Cherwell Software) and Pasi Nikkanen (CPO, HappySignals) for a case study featuring how one company is navigating the shift from an operational- to experience-driven mindset within IT, and how the outcome has been transformational. We will also share examples from HappySignals global ITSM benchmark, the Happiness Score™.

    You’ll learn how to:
    •Measure the outcomes and impact of IT initiatives with employee happiness and productivity
    •Provide transparency to all your stakeholders – from service desk to C-suite executives
    •Identify the biggest opportunities for improvement in omni-channel support model (can/should we eliminate email as a channel?)
    •Move from traditional SLA metrics to XLAs (Experience Level Agreements)
    •Implement an enterprise service portal including HR, Finance, and Facilities—to create a consistent, integrated service experience across the organization
  • ITSM’s Vital Role in Optimizing Cloud Management Recorded: Sep 24 2019 40 mins
    Ben Perack, AWS, Cloud Management Tools; Kari Nelson, Cherwell Software
    Chances are, your organization is contemplating or in the process of migrating some or all of your infrastructure to the cloud. No matter where you’re at in your cloud journey, you won’t want to miss our upcoming webinar discussing the service desk’s critical role in optimizing—if not transforming—your organization’s approach to cloud management, with an emphasis on business outcomes.

    What we'll learn about:
    - Recent drivers, trends, and insights around cloud adoption
    - Why (and how) ITSM must play a role in your organization’s cloud migration strategy
    - How to ensure key ITSM processes/activities support your hybrid cloud environment
    - A hands-on demonstration of how cloud provisioning, governance, and compliance can be achieved through a centralized self-service portal
  • ITSM 2020: Top 5 Predictions to Guide Your Service Desk Strategy Recorded: Sep 19 2019 61 mins
    Stephen Mann of ITSM.tools, Matt Klassen, Cherwell Software, VP, Product Marketing
    2020 is just around the corner, and it’s time to begin defining your ITSM goals, strategy, and related investments—with a focus on delivering business value. Join Kari Nelson of Cherwell Software and Stephen Mann of ITSM.tools for an in-depth discussion of the five most significant business and industry trends that will shape the service desk in 2020 and beyond.

    This webinar will explore:
    •Key shifts in both business and IT that will revolutionize the role of the service desk
    •Common barriers to embracing emerging trends and the opportunities they present
    •The imperative of shifting from an operational mindset to a business value mindset
    •How to build a practical roadmap that ensures not only the success but the very survival, of the IT service desk
  • ITSM’s Vital Role in Optimizing Cloud Management Recorded: Aug 28 2019 41 mins
    Ben Perack, AWS, Cloud Management Tools; Kari Nelson, Cherwell Software
    Chances are, your organization is contemplating or in the process of migrating some or all of your infrastructure to the cloud. No matter where you’re at in your cloud journey, you won’t want to miss our upcoming webinar discussing the service desk’s critical role in optimizing—if not transforming—your organization’s approach to cloud management, with an emphasis on business outcomes.

    What we'll learn about:
    - Recent drivers, trends, and insights around cloud adoption
    - Why (and how) ITSM must play a role in your organization’s cloud migration strategy
    - How to ensure key ITSM processes/activities support your hybrid cloud environment
    - A hands-on demonstration of how cloud provisioning, governance, and compliance can be achieved through a centralized self-service portal
  • ITSM 2020: Top 5 Predictions to Guide Your Service Desk Strategy Recorded: Aug 22 2019 62 mins
    Stephen Mann of ITSM.tools, Matt Klassen, Cherwell Software, VP, Product Marketing
    2020 is just around the corner, and it’s time to begin defining your ITSM goals, strategy, and related investments—with a focus on delivering business value. Join Matt Klassen of Cherwell Software and Stephen Mann of ITSM.tools for an in-depth discussion of the five most significant business and industry trends that will shape the service desk in 2020 and beyond.

    This webinar will explore:
    •Key shifts in both business and IT that will revolutionize the role of the service desk
    •Common barriers to embracing emerging trends and the opportunities they present
    •The imperative of shifting from an operational mindset to a business value mindset
    •How to build a practical roadmap that ensures not only the success but the very survival, of the IT service desk
  • 3 Tips for Maximizing the Business Value of ITIL and ITSM Recorded: Aug 21 2019 63 mins
    George Spaulding of Pink Elephant and Matt Klassen of Cherwell Software
    Value may be overused word, but there is no escaping the reality that IT is faced with pressure to deliver more of it with each passing day. So how can you take what some would make you believe is a legacy framework like ITIL and a commodity technology like ITSM and extract maximum value?

    Join us for this relevant and compelling webinar in which George Spalding, VP at PinkElephant and Matt Klassen, VP at Cherwell Software, will unpack the key challenges IT faces today such as self-service, accelerating pace of change, AI and automation technology, Agile and devops practices, and more. They will show you which value levers have the most effect and give you 3 practical tips you can use today in your organization to impact the business in a real way.
  • ITSM Trends You Can't Ignore, and How Your Tech Stack Must Support It Recorded: Aug 20 2019 59 mins
    Josh Caid, Chief Evangelist, Cherwell Software
    The pace of change within the modern enterprise is nothing short of dizzying. Evolving workforce demands, emerging technologies, and increasing expectations that IT deliver quantifiable business value means that pressure on the service desk has never been higher. Unfortunately, many IT organizations continue to rely on a combination of poorly integrated, legacy technologies that create friction for end users, consume precious IT resources, and prevent IT from taking a proactive and strategic role within the business.

    Join Cherwell’s Josh Caid, Chief Technology Evangelist, for a lively discussion on the top trends shaping IT service management, and how IT teams must evolve their ITSM tech stacks in order to keep pace with digital transformation initiatives and ever-changing business needs.
  • How to Create a Self-Service Portal that Revolutionizes the Employee Experience Recorded: Jul 31 2019 45 mins
    Matt Klassen, VP of Product Marketing, Cherwell Software
    IT teams are under increasing pressure to deliver a service experience that meet both the needs and the expectations its users. As today’s workforce comes to expect greater self-sufficiency, along with personalized and instantaneous service, IT organizations must establish a self-service strategy that elevates—if not revolutionizes—the employee experience.

    In this webinar, Matt Klassen, VP of Product Marketing for Cherwell, will discuss how (and why) the employee experience has become central to mission of IT, and why the IT self-service portal must become the new “face of IT.” He will offer practical guidance on how to create an IT self-service portal that:

    • Maximizes portal utilization and engagement
    • Automates and streamlines the request and fulfillment process
    • Provides the visibility needed to spot trends and identify areas for improvement
    • Improves productivity for both IT staff and employees
  • Why Traditional ITSM Metrics Will Fail in 2020—And What to Do About It Recorded: Jul 30 2019 59 mins
    Stephen Mann, ITSM Analyst and Matt Klassen, VP Product Marketing, Cherwell
    Industry best practices provide IT service desks a wealth of metrics to adopt, and benchmarking data offers guidance on the KPIs to employ. These have both remained virtually static for the last decade or longer. However, a growing reliance on IT services, a rapidly changing technology landscape, and demands that the service desk shift from a cost center to a value center, is forcing IT leaders to re-think and re-define traditional KPIs and metrics. Those who remain complacent in this respect will almost certainly fail to deliver the outcomes the business demands.

    In this webinar, hosted by ITSM analyst, Stephen Mann, and Cherwell’s Matt Klassen, you’ll learn:

    • How the evolving workplace and employee expectations are driving the need for new KPIs
    • Why the adoption of self-service, automation, and AI require further changes to your measurement philosophy
    • Metrics you are using today that will no longer be relevant in three to five years
    • Tips for developing a new portfolio of metrics that will position you for future success
  • Love It or Leave It: Making the Business Case for Your Next ITSM Solution Recorded: Jul 23 2019 45 mins
    George Spaulding of Pink Elephant and Matt Klassen of Cherwell Software
    Most enterprises today have some sort of IT service management (ITSM) solution in place, but the vast majority aren’t receiving the business value they had anticipated—or been promised. While the most basic ticketing tools will never deliver the maturity, efficiency, or ROI they seek, the more expensive, complex solutions require too much time, development, and administrative overhead.

    Join George Spaulding, VP at Pink Elephant and Matt Klassen, VP at Cherwell, for a discussion about the most common ITSM technology challenges, and how to overcome them with your next ITSM investment. You’ll learn:
    • Why not ITSM tools are created equal
    • Key factors to consider when evaluating ITSM solutions for your organization—with a focus on business value
    • How to make a compelling business case for your next ITSM solution
  • Take Your Service Desk to “Eleven” with The Right ITSM Tech Stack Recorded: Jul 16 2019 47 mins
    Adam Thumm, Senior Solutions Architect at Cherwell and Ayla Anderson, Technology Alliances Manager at Cherwell
    As IT teams come under increasing pressure to deliver services more quickly, effectively, and affordably, the ITSM tech stack must evolve to provide greater efficiency for service desk staff, as well as a better experience for end users. This means the seamless blending of technologies into an integrated ecosystem, and, in many cases, replacement of legacy systems and ineffective tools.

    In this webinar, you’ll learn:
    •The ideal ITSM ecosystem, and the technologies it must include
    •Which capabilities should be native to your ITSM platform, and which can (and should) be integrated
    •Common barriers to achieving true integration—and how to overcome them
  • 3 Tips for Maximizing the Business Value of ITIL and ITSM Recorded: Jul 10 2019 64 mins
    George Spaulding of Pink Elephant and Matt Klassen of Cherwell Software
    Value may be overused word, but there is no escaping the reality that IT is faced with pressure to deliver more of it with each passing day. So how can you take what some would make you believe is a legacy framework like ITIL and a commodity technology like ITSM and extract maximum value?

    Join us for this relevant and compelling webinar in which George Spalding, VP at PinkElephant and Matt Klassen, VP at Cherwell Software, will unpack the key challenges IT faces today such as self-service, accelerating pace of change, AI and automation technology, Agile and devops practices, and more. They will show you which value levers have the most effect and give you 3 practical tips you can use today in your organization to impact the business in a real way.
  • ITSM Trends You Can't Ignore, and How Your Tech Stack Must Support It Recorded: Jun 19 2019 60 mins
    Josh Caid, Chief Evangelist, Cherwell Software
    The pace of change within the modern enterprise is nothing short of dizzying. Evolving workforce demands, emerging technologies, and increasing expectations that IT deliver quantifiable business value means that pressure on the service desk has never been higher. Unfortunately, many IT organizations continue to rely on a combination of poorly integrated, legacy technologies that create friction for end users, consume precious IT resources, and prevent IT from taking a proactive and strategic role within the business.

    Join Cherwell’s Josh Caid, Chief Technology Evangelist, for a lively discussion on the top trends shaping IT service management, and how IT teams must evolve their ITSM tech stacks in order to keep pace with digital transformation initiatives and ever-changing business needs.
  • Take the Pain Out of ITSM Tool Selection - 5 Tips to Simplify the Process Recorded: Jun 5 2019 62 mins
    Stephen Mann of ITSM.tools and Matt Klassen, VP of Product Marketing, Cherwell Software
    The IT industry continues to see a high level of IT service management (ITSM) tool churn, along with the associated pain. In order to stop this cycle of tool replacement, and to achieve your goals, your IT team needs to optimize its approach to ITSM tool procurement, delivery, and use—starting with getting the ITSM tool selection process right.

    Please join this webinar with Stephen Mann, of ITSM.tools, to understand how to select the ITSM tool that best fits your organization’s goals, maturity level, and budget. It will include valuable takeaways, such as:

    1.The most common reasons for ITSM tool replacement
    2.How create an RFP that focuses on desired outcomes, not just features and functions
    3.The key capabilities required for modern—and ongoing—ITSM success
  • How To Elevate ITSM Performance With AIOps Recorded: May 16 2019 44 mins
    Dominic Wellington, Moogsoft VP of Strategic Architecture
    Join Cherwell and Moogsoft for a webinar discussing how ITSM can be extended beyond simple ticketing to cover new collaborative ways of working. Integration of human expertise and AI-powered automation is the new reality in the network management center. Changes to processes and models are required to support the complexity and accelerating rate of change of modern IT infrastructures. As ongoing digital transformation drives increasing expectations of IT performance, a new multi-vendor IT Operations toolchain is emerging.

    Today we’ll discuss:
    •What is AIOps and how it’s defined by analysts
    •How to solve key challenges in an organization using AIOps
    •How to move key initiatives forward using AIOps
  • The Future of ITSM: The Rise of Automation, Agile, and the User Experience Recorded: Apr 11 2019 57 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.
  • ITIL 4: Creating an Integrated Value Chain Among Dev, Ops and the Service Desk Recorded: Mar 26 2019 56 mins
    Troy DuMoulin, VP, Pink Elephant and Matt Klassen, VP of Product Marketing, Cherwell Software
    As IT teams look to create higher velocity and improved speed to market, they are recognizing the need to integrate various specialized domains that traditionally operated as silos.

    Until the recent release of ITIL 4, best practice frameworks covering ITSM, Software Development, Project Management, and others have not helped in this regard, as they each focused on their own area of specialization, with little to no direction on how they integrate.

    Come to this informative webinar to hear Troy DuMoulin, VP at Pink Elephant, and Matt Klassen, VP of Product Marketing at Cherwell, discuss new guidance offered by ITIL 4, including:

    •How the ITIL 4 service value chain provides an integrated model
    •How different types of demand follow different value streams
    •How ITIL 4 elevates the importance of service relationship management
    •How the service desk plays a key engagement role
  • ITIL 4 is Here! How to Apply Service Value Chain Guidance for Maximum Impact Recorded: Mar 19 2019 59 mins
    Stephen Mann, ITSM Analyst and Matt Klassen, VP of Product Marketing, Cherwell Software
    The newly-released ITIL update, ITIL 4, does away with the ITIL v3 service lifecycle that was based around the five elements of service strategy, design, transition, and operation, plus continual service improvement (CSI). The ITIL 4 service value chain offers a new approach to managing services within IT that transcends traditional silos and drives significant benefits to the business.

    In this ITIL-4-focused webinar, Stephen Mann of ITSM.tools and Matt Klassen of Cherwell will discuss the most significant changes to ITIL v3, including:

    •An overview of the ITIL 4 service value chain, what it includes, and how it differs from v3
    •Guidance for applying the ITIL value chain to IT, and the benefits of doing so
    •How the ITIL value chain can be applied to other areas of the business to support enterprise
    service management or digital transformation strategies
  • ITSM & Cloud Management: Meeting the Need for Speed, Visibility, and Governance Recorded: Mar 14 2019 46 mins
    Matt Klassen, VP of Product Marketing, Cherwell and Michael Euperio, Director of Cloud Alliance Technology, Cherwell
    Cloud computing continues to grow at an astounding pace, and as a result, IT teams find themselves getting bogged down with manual cloud administration. Furthermore, many organizations struggle with governance of their hybrid multi-cloud environments, leading to potential downtime, longer time to resolution, and spiraling cloud computing costs.

    In this webinar, Matt Klassen, VP of Product Marketing and Michael Euperio, Director of Cloud Technology Alliances at Cherwell, will explore how leading IT teams are using ITSM systems and practices to:

    · Automate provisioning and governance of the multi-cloud environment to improve cloud user experience

    · Create more controlled and productive IT environments

    · Accelerate cloud migration, minimize cloud computing waste, and create more reliable
    computing environment.
  • AIOps: See Fewer Tickets, Solve Them Faster, Without Rules Recorded: Mar 7 2019 45 mins
    Matt Klassen ; Dominic Wellington
    Join Cherwell and Moogsoft for a webinar discussing how ITSM can be extended beyond simple ticketing to cover new collaborative ways of working. Integration of human expertise and AI-powered automation is the new reality in the network management center. Changes to processes and models are required to support the complexity and accelerating rate of change of modern IT infrastructures. As ongoing digital transformation drives increasing expectations of IT performance, a new multi-vendor IT Operations toolchain is emerging.
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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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  • Title: What’s New in ITIL 4? Key Changes, Implications, and Practical Guidance
  • Live at: Feb 28 2019 6:00 pm
  • Presented by: George Spalding, EVP, Pink Elephant
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