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Top 5 Best Practices to Reduce Incident Volume

Every IT organization would like to reduce the number of incidents they experience. The rewards for achieving this are substantial: fewer business disruptions, lower IT costs, and the ability to concentrate talent on growth and innovation.

However, with your organization experiencing ever-increasing complexity, where do you start? In this webinar, Joe Foley, Director of IT Business Analytics Services, and Jim Henaghan, Solutions Consultant, speak about the experiences of companies like yours. Topics that will be covered include:

- Proactive analytics-driven incident reduction strategies that target the highest impact problem hot spots
- How Machine Learning models can help predict incidents and reduce incident volume
- Using analytics to bring together siloed teams and standardize on best practice processes
- How text analytics techniques can help extract insights trapped in unstructured data
Recorded Feb 27 2020 52 mins
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Joe Foley, Director of IT Business Analytics
Presentation preview: Top 5 Best Practices to Reduce Incident Volume

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  • How to Improve Major Incident Management Using Predictive Analytics and AI Jul 30 2020 3:00 pm UTC 47 mins
    Ben Sapp, Insight Architect at Numerify and Amit Shah, Director of Product at Numerify
    Many IT operations teams focus on reducing the amount of time it takes to restore business services in the aftermath of a major incident. However, the very systems and processes that help detect and respond to a major incident also contain clues that could have helped predict and prevent the major incident from ever occurring. The benefits of being more proactive are obvious; the hours it takes to restore service can be very costly from a customer and business process disruption perspective.

    Join Amit Shah, Director of Product Marketing and Ben Sapp, Insights Architect as they share best practices on how to use predictive analytics and AI for major incident management. During this webinar you’ll learn how to:

    - Use availability, problem, and incident trends to predict major incidents
    - Create an early warning system for major incidents using AI/ML techniques
    - Prioritize risk mitigation activities by quantifying expected business impact
    - Identify and operationalize opportunities to prevent service impact and improve restoration time
  • How AIOps helps Rogers Communications deliver better IT Operations Jul 28 2020 4:00 pm UTC 56 mins
    Connel Valentine, Sr Manager Reporting & Analytics, Rogers Communications; Srikant Gokulnatha, Co-Founder & CPO, Numerify
    Continuous Service Improvement (CSI) programs are vital to preventing outcomes such as low customer satisfaction scores and long incident resolution times. However, with so many potential opportunities for improvement, where should your teams focus their energy?

    This webinar will take you through the journey of Rogers Communications, one of the leading telecommunications and media companies in Canada. They use data and AI-powered analytics to drive a CSI program that has produced significant improvements. By providing the ability to get real-time answers to questions about IT Operations, the Rogers team was able to reduce major incidents, MTRS, and ultimately customer impact.

    Join the webinar to learn from the experiences of Connel Valentine, Senior Manager for Reporting & Analytics at Rogers Communications, and Srikant Gokulnatha, Chief Product Officer at Numerify. Topics of discussion will include:

    - Accelerate operational improvements by incorporating analytics into your ITSM processes

    - Drive the transformation of IT Operations teams to a data-driven culture

    - Evolve the role of reporting analysts from data preparation to finding insights

    - Numerify use cases for taking IT Operations to the next level with AIOps for ITSM
  • How AIOps helps IT Change and Service Management be more reliable and nimble Jul 23 2020 4:00 pm UTC 61 mins
    Rich Lane, Senior Analyst at Forrester Research, and Ted Sapountzis, VP of Marketing at Numerify
    In today’s volatile environment, your customers, partners, and employees are more dependent than ever on your ability to deliver reliable digital services. Investing in AI-powered capabilities that improve the quality, availability, and performance of these mission-critical services is now all the more important, and technological innovations are making such capabilities easier to adopt.

    IT Operations teams have always struggled to identify and fix complex problems quickly, in part because they often cannot correlate data from multiple monitoring systems, e.g., is the root cause of a major incident related to a recent change? If so, which of the 100+ changes made in the past week is the culprit?

    How can IT Change and Service Management processes use the wealth of historical insights in ITSM, APM, DevOps, and other systems to avoid major incidents in the future?

    AIOps (AI for IT Operations) delivers precisely these insights allowing your teams to not only resolve incidents faster but also help avoid incidents altogether. Watch this webinar co-hosted by our guest speaker Rich Lane, Senior Analyst at Forrester Research, and Ted Sapountzis, VP of Marketing at Numerify, to learn:

    - What is AIOps and how can it help you improve service reliability, agility, and the employee experience
    - How AIOps can not only automate decision making but also augment the capabilities of your IT Service and Change Management teams
    - How Fortune 500 organizations are applying these principles today
    - How to get started, even if you don’t have data scientists in your organization
  • How to Use AI & Analytics to Reduce IT Incident Volume in 2020 & Beyond Jul 21 2020 4:00 pm UTC 41 mins
    Joe Foley, Director of Business Analytics at Numerify
    It should be the goal of every IT organization to reduce the number of incidents they experience in 2020. But with organizations experiencing ever-increasing complexity, where do you start with trying to reduce IT Incidents? It can be hard to know with service delivery fragmented across multiple systems, processes, geographies, and providers. These silos of teams and data lead to a lack of visibility, process inefficiencies, and knowledge gaps.

    Join Numerify Director of IT Business Analytics Joe Foley as he shares AI-powered, analytics-driven best practices and strategies that will help you reduce incident volume and improve customer satisfaction in 2020 and beyond.

    Topics Joe will cover include:

    • Proactive analytics-driven incident reduction strategies that target the highest impact problem hot spots
    • How Artificial Intelligence & Machine Learning models can help predict incidents and reduce incident volume
    • Using analytics to bring together siloed teams and standardize on best practice processes
    • How text analytics techniques can help extract insights trapped in unstructured data
  • [Panel] What Does the Future of ITSM Hold? Recorded: Jun 25 2020 62 mins
    Alex Hilton - Cloud Industry Forum | Ben Sapp - Numerify | Steve Groom - Vissensa | Ian Moyse - Natterbox
    With so much business and technology change surrounding IT Service Management - as well as the impact of COVID-19 - what does the future of ITSM hold?

    Join this expert panel as we take a closer look at the areas in which ITSM is evolving and morphing, as well as those where its roots in people, process and technology are proving to be steadfast supporters in a time of immense upheaval.

    Topics of discussion will include:
    - What are ITSM professionals currently focusing on?
    - Which technological advancements are helping ITSM better meet business demands?
    - How have - or haven’t - ITSM best practices changed?

    - Moderated by Alex Hilton - Chief Executive at Cloud Industry Forum
    - Panelists include: Ben Sapp - Insights Solutions Architect at Numerify, Steve Groom - Founder and CEO at Vissensa, and Ian Moyse - EMEA Sales Director at Natterbox
  • How to adapt your IT Service & Change Management for a distributed workforce Recorded: Jun 23 2020 48 mins
    Amit Shah, Director of Product Marketing at Numerify
    As you transition to a highly distributed workforce, it is more important than ever to adapt your IT Service Management processes to new and unforeseen demands. However, in the face of current volatility, most IT teams are focused on maintaining the system stability needed to retain customers and keep distributed employees productive.

    At the same time, IT teams themselves are struggling to adapt to working within a distributed team, making it difficult for IT leaders to swarm resources to the highest impact problems. Not to mention, new service request and incident patterns are stressing the ability of IT teams to deliver their services in a reliable and timely fashion.

    How can IT business analytics help you evolve from reactive to proactive ITSM and Change management?

    AI-powered analytics can help you continuously adapt to new challenges while improving the quality, availability, and performance of mission-critical services. Join Amit Shah, Director of Product at Numerify, to learn how:

    - Fortune 500 companies across various industries are adapting to an increasingly distributed workforce

    - Predicting change risk using AI/ML can provide organizations the confidence they need to continue innovating in the face of volatility

    - AI-powered techniques like Natural Language Processing can help you find signals within human entered text in Incident and Change data

    - Get started, even if you don’t have access to data scientists in your organization
  • Driving resiliency & high velocity in IT Operations through AI-powered Analytics Recorded: Jun 16 2020 60 mins
    Troy DuMoulin, VP R&D at Pink Elephant and Joe Foley, Insights Architect at Numerify
    Are you trying to adapt your incident management processes to respond to the current crisis? With so many employees working remotely, your business depends on reliable IT applications and services to keep your operations functioning, your employees productive, and your customers happy.  At the same time, incident responders must deal with the inevitable surge of incidents that such a sudden and drastic change in your organization’s operating model will bring.

    During this period of disruption, organizations are relying on their IT departments and suppliers to deploy digital engagement platforms and applications at increasing speed, while at the same time requiring stable operations and increased availability.  At the same time, while high availability is an expectation of digital services, it is a reality of life that, in the face of volatility, complex systems have inherent flaws that will inevitably cause service disruption.

    How can ITIL 4 High Velocity IT paired with AI-powered analytics help you continuously adapt and respond to any crisis?

    Join our special guest Troy DuMoulin, VP R&D at Pink Elephant and member of the global ITIL 4 architect team and co-author on the ITIL 4 Foundation publication, and Joe Foley, Insights Architect at Numerify as they discuss the latest techniques and experiences of organizations like yours.

    Join the webinar to learn how to:
    - Leverage “ITIL 4.0 High Velocity IT” principles that can help manage volatility with a high level of resilience
    - Use AIOps techniques in incident and problem management to improve service resiliency
    - Use Natural Language Processing to keep your incident responders productive and reduce minor incident volume
    - Mitigate the risk of major incidents & better predict change failure with Machine Learning
  • Ask the Expert: Making Configuration, Change & Release Management a Reality Recorded: Jun 11 2020 24 mins
    Harriet Jamieson, Senior Content Manager, BrightTALK and Ben Sapp, Insight Architect, Numerify
    Join Configuration, Change and Release Management expert Ben Sapp as he answers your questions about how to make it a reality.

    We'll start this live session with Ben's 5 FAQ asked questions around Configuration, Change and Release Management, and then we'll answer the audience's burning questions around this facet of IT Service Management.
  • A New Guide to Enabling Proactive Problem Management & Reducing Major Incidents Recorded: Jun 9 2020 57 mins
    Troy DuMoulin, VP of Research and Development at Pink Elephant, and Amit Shah, Director of Product Marketing at Numerify
    It is Monday morning, and once again, everyone in the organization drops what they are doing to take on unplanned work due to another major incident. Sound familiar? If so, then your organization is struggling with the challenges related to systemic problems caused by technical debt, un-stable snowflake environments, and issues related to process capability.

    To reverse this trend, organizations need to go on the offensive by moving from a reactive Incident approach to proactive problem identification and management. However, to do this successfully, Lean teaches that you need data since you cannot avoid a problem you cannot see.

    Join Troy DuMoulin, VP of Research and Development at Pink Elephant, and Amit Shah, Director of Product Marketing at Numerify, as they discuss the critical success factors for enabling Proactive Problem Management and how data, analytics, and machine learning can enable organizations to avoid major incidents and reduce un-planned work. Topics that will be covered include:

    - Reactive versus proactive Problem Management
    - Major Incident reviews and trend analysis
    - Using root cause analysis techniques to improve incident prediction
    - Using risk management to manage problem backlogs
    - Using AI/ML techniques to create early warning systems
  • Forrester: The Business Case for IT Analytics Recorded: Jun 3 2020 66 mins
    Charles Betz, Principal Analyst, Forrester
    IT Leaders are under a constant mandate to drive and support innovation throughout their entire organizations. All too often, however, this mandate is not accompanied by increased budget and resources forcing leaders to "do more with less." It is vitally important for IT leaders to have the visibility they need to continually monitor and tune their operations, enabling them to shift from fixing issues to driving innovation.

    How can you leverage IT Business Analytics to deliver value across your organization?

    Join Srikant Gokulnatha (Chief Product Officer at Numerify) and our guests, Charles Betz (Lead DevOps Analyst at Forrester), and Line Larrivaud (Forrester Consulting) as they share:

    - Why IT needs Business Analytics to transform customer experience, now more than ever
    - How you can save $4M through reduced incident volume, analytics automation, and better vendor management
    - What are the best practices for using AI and BI across the IT Planning, Development, and Operations functions
    - How customers can achieve a three-year 214% ROI with Numerify IT Business Analytics and other independent findings from our commissioned Forrester Consulting Total Economic Impact™ (TEI) study
  • Best Practices for Turbocharging ITSM with AI and Analytics Recorded: May 20 2020 43 mins
    Dennis Drogseth, VP of Research at EMA & Ben Sapp, Insights Architect at Numerify
    Your business needs are constantly evolving … how about the IT Services that support them?

    Many innovative IT organizations are finding that a continuous improvement model is very applicable to ITSM, too. AI, analytics and advanced forms of automation are critical to improving your ITSM environment and its impacts on both IT and business outcomes. However, without end-to-end visibility into your IT processes it can be hard to identify and prioritize these areas of investments.

    By leveraging analytics effectively, IT organizations are quickly and easily able to identify low hanging fruit in optimizing existing ITSM investments. A recent Forrester study found that Numerify customers saved more than $4M over 3 years by better leveraging AI-powered IT Business Analytics.

    How can you evolve your existing ITSM investments with AI and Analytics? Join Dennis Drogseth, VP of Research at EMA, and Ben Sapp, Insights Architect at Numerify, as they speak about the latest trends and experiences of companies like yours. Topics of discussion will include:
    - The evolving role and importance of ITSM in governance and cost reduction
    - Bringing AI, automation, and ITSM together
    - Planning for what’s needed: How to make it all work
    - Case studies from leading IT teams
  • Accelerate velocity & boost stability with AIpowered Change & Release Management Recorded: May 12 2020 32 mins
    Amit Shah, Product Director, Numerify
    In today’s volatile environment, your customers, partners, and employees are more dependent than ever on your ability to deliver reliable digital services. To rise to the challenge, Change and Release Management leaders must balance competing priorities for speed and reliability. 

    Unfortunately, traditional Change Management processes struggle to balance the need for increased change frequency and shorter lead times with the risk of IT service disruptions. At the same time, Release Management must ensure that the higher volume of deployed changes doesn’t cause unexpected issues. The result is that in the face of increased volatility, organizations often resort to a change freeze. 

    How can AI-powered Change and Release Management improve the quality, availability, and performance of these mission-critical services? Join Amit Shah, Numerify Product Director, to learn how to:
    - Use DevOps, IT Service Management, APM, and other data to fuel Change and Release Management success
    - Predict risky changes and identify root causes both upstream and downstream of change with Machine Learning
    - Find and eliminate the systemic causes of change failure across people, process, and technology
    - Apply these principles today, like your peers in Fortune 500 organizations

    Get started, even if you don’t have data scientists in your organization
  • How to Leverage NLP for Smarter Incident Management Recorded: Apr 23 2020 43 mins
    Abhijeet Joshi, Senior Product Manager, and Joe Foley, Director of Business Analytics, Numerify
    How can you leverage Natural Language Processing (NLP) techniques to make sense of the human-generated incident data?

    There is a treasure trove of insights in the text descriptions entered into your incident tickets regarding common symptoms, root causes, and resolutions. However, with thousands of incidents generated weekly, it can be hard to manually extract these insights and make them available to your Incident teams.

    Join Abhijeet Joshi, Senior Product Manager, and Joe Foley, Director of Business Analytics, to learn how organizations like yours:

    - Achieve Smart Incident Management with AI-Powered Analytics
    - Leverage NLP to help make sense of large volumes of unstructured text descriptions
    - Identify related incidents using Incident Topic Clustering
    - Benefit from using Topic Clustering for Smart Incident Management
  • ITSM in the Age of Coronavirus: Supporting Businesses During a Pandemic Recorded: Apr 16 2020 59 mins
    Claire Agutter - ITSM.Zone | Samantha Robinson - NHS Digital | Pete Knowles - Digital Clarity | Joe Foley - Numerify
    Join this special panel as experts explore ITSM in the Age of Coronavirus and how its supporting businesses during a once in a generation pandemic.

    Moderator Claire Agutter, Director at ITSM.Zone will be joined by:

    - Samantha Robinson - Associate Director of Live Services, NHS Digital
    - Joe Foley - Insights Architect, Numerify
    - Pete Knowles - Director, Digital Clarity

    Topics discussed will include:

    - How is ITSM keeping the lights on as people are moving to home working?

    - How will ITSM help when businesses go back to normal?

    - What might change for good, and how can ITSM help?
  • Is Digital Transformation Changing the Role of the IT Department? Recorded: Apr 1 2020 63 mins
    Alex Hilton, Cloud Industry Forum | Steve Groom, Vissensa | Ben Sapp, Numerify | Ian Moyse, Natterbox
    With the advent of cloud in all its forms, we ask what's fast becoming a critical question: is Digital Transformation Changing the Role of the IT Department?

    Continue the conversation in our LinkedIn Groups:
    Microsoft Azure and Microsoft Cloud Group : https://www.linkedin.com/groups/1120997/
    The Virtualization and Cloud Computing Group https://www.linkedin.com/groups/57400/
  • Top 5 Best Practices to Reduce Incident Volume Recorded: Feb 27 2020 52 mins
    Joe Foley, Director of IT Business Analytics
    Every IT organization would like to reduce the number of incidents they experience. The rewards for achieving this are substantial: fewer business disruptions, lower IT costs, and the ability to concentrate talent on growth and innovation.

    However, with your organization experiencing ever-increasing complexity, where do you start? In this webinar, Joe Foley, Director of IT Business Analytics Services, and Jim Henaghan, Solutions Consultant, speak about the experiences of companies like yours. Topics that will be covered include:

    - Proactive analytics-driven incident reduction strategies that target the highest impact problem hot spots
    - How Machine Learning models can help predict incidents and reduce incident volume
    - Using analytics to bring together siloed teams and standardize on best practice processes
    - How text analytics techniques can help extract insights trapped in unstructured data
  • Deliver faster, better, and smarter IT services with Augmented Intelligence Recorded: Feb 4 2020 28 mins
    Amit Shah - Director of Product, Numerify
    Do you have the insights needed to deliver next-generation IT services?

    Many IT leaders are focused on automating routine tasks in order to improve IT service reliability and quality while reducing costs. However, with increasing levels of automation come increasing levels of complexity and issues that can escalate very quickly if left unchecked. Monitoring the health of your IT services using simple KPIs is simply not enough anymore … you need deeper insights that help quickly decide what action to take.

    How can you reduce your IT service costs while accelerating service delivery and improving customer satisfaction?

    Amit Shah of Numerify will provide real-world examples of how AI and automation can optimize Continuous Service Improvement (CSI). Topics that will be covered include: 

    • How to proactively find and fix issues with vendor and team performance

    • Using Machine Learning models to predict and prevent Major Incidents

    • Reducing service costs with Natural Language Processing driven topic clustering

    • Mining process data to accelerate service delivery and reduce MTTR
  • Why IT Needs Real BI Recorded: Jan 9 2020 57 mins
    Howard Dresner, CRO Dresner Advisory Services ; Gaurav Rewari, CEO Numerify
    IT produces large quantities of data across people, processes, and projects. The value of this extensive data, however, is often not exploited to its full potential.

    “Business analytics has become imperative for IT organizations as they seek to improve business alignment, adopt agile principles, and accelerate innovation,” says Howard Dresner, the father of modern BI and founder and chief research officer at Dresner Advisory services. “Deeper analysis of IT people, process, and project data is central to driving change and achieving these goals, and we’re seeing IT leaders rapidly increase adoption of the analytics practices that have been common to the rest of the business for years.”

    The Wisdom of Crowds IT Analytics Market Study, published by Dresner Advisory Services, can help you understand where your peers see the value of using IT Business Analytics. Join Howard Dresner, Numerify CEO Gaurav Rewari, and report author Chris von Samson to learn about the following topics:

    -Key takeaways for IT leaders from the “IT Analytics Market Study” conducted by Dresner Advisory Services
    -How your peers are using Metrics across Plan, Build, and Run processes to make informed decisions
    - How Business Intelligence can enable you to adopt advanced analytics like Machine Learning and Artificial Intelligence (AI)
    - How Fortune 500 customers use Numerify’s AI powered IT business analytics to drive better outcomes today
  • How to Make IT Change Management Smarter and Faster with Artificial Intelligence Recorded: Dec 5 2019 58 mins
    Charles Betz, Forrester Principal Analyst, and Amit Shah, Numerify Product Marketing Director
    In the era of DevOps, IT Operations leaders face ever-increasing demands to be more agile.

    Unfortunately, traditional IT Change Management processes struggle to balance needs for increased change frequency and shorter lead times with the risk of IT service disruptions. Finally, however, new approaches are breaking through, based on a rigorous application of Machine Learning (ML) and predictive analytics.

    Join this webinar to learn how to apply the latest insights of data science to increase your systems’ stability while delivering the speed of innovation your customers expect. In this webinar, guest speaker Charles Betz, Forrester Principal Analyst, and Amit Shah, Numerify Product Marketing Director, will share:

    · The past, present, and future of Change Management

    · The three approaches to scoring change risk

    · Why an analytics-driven, history-aware approach is essential

    · How IT Service Management, APM, and other data can fuel an ML-driven IT Change Management success

    · Case studies of organizations that have successfully implemented these techniques
  • IT Service Delivery Friction: Why Your Agile Transformation Isn’t Succeeding Recorded: Oct 16 2019 27 mins
    Ben Sapp, Solutions Architect, Numerify
    Your product teams are undergoing agile transformation - but what about the shared services that enable them?

    You may have taken the first step to shift from a project to product mindset - forming product teams and coaching them on how to be agile. However, to actually deliver these products cost-effectively, they often still dependent upon shared services. These shared services teams are often not setup to support agile or be agile themselves. The end result is that your product teams can’t realize the expected benefits of agile transformation.

    How can you use analytics to enable your shared services teams to help agile product teams attain their full potential? In this webinar, Numerify Solution Architect Ben Sapp will speak about the experiences of companies like yours. Topics will include:

    - Why product-focused agile teams need to be served by agile shared services.

    - Using analytics to identify the top dependencies between agile product teams and shared services.

    - Calculating a “Friction Index” to measure and identify which service requests are impeding team productivity.

    - Accelerating speed to value by reducing service delivery friction.
The System of Intelligence for IT
Numerify provides IT leaders with a comprehensive system of intelligence for end-to-end visibility into their Plan-Build-Run activities. The suite of analytical applications span project planning, software development, and service and asset management. The company’s cloud-based platform includes full data orchestration, IT-specific business models, and a complete spectrum of analytical capabilities. Numerify provides IT business analytics applications to leading organizations, including companies ranked in the top 5 across 10 major industries. For more information, visit www.numerify.com or follow @numerify.

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  • Presented by: Joe Foley, Director of IT Business Analytics
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