Name: Improving IT Service Capability and Resilience
Start: 2019-08-07T15:00:00Z
End: 2019-08-07T15:57:00.000Z
Location: BrightTALK
Rating: 4.7

CEM for Digital aligns technical and business goals for establishing operational resiliency while enabling organizations to anticipate and address service issues quickly and confidently.

The role of the IT department has changed in recent years and is more aligned with the business than ever. In 2021, as DevOps becomes mainstream, what does this mean for the role of DevOps, automation and Agile in delivering business outcomes?

Join this panel as DevOps experts explore what opportunities - and challenges - DevOps and Agile can create for the business. Points of discussion will include:

- Are businesses investing enough in DevOps and IT teams to enable them to remain competitive in a landscape of accelerated Digital Transformation?
- How can businesses ensure that they reap the rewards of investments they do make?
- Improving cloud-native applications and how to unlock its full potential
- How to we take DevOps to the next level beyond just automation?

Improving DevOps Infrastructure in 2022

The State of DevOps – Now, Next and Beyond, is a practical review of our own experiences, our clients, and the broader community in our journey to adopt DevOps practices.  We start with a brief review of the foundational ideas and principles that we are leveraging, to better understand what we have achieved and to identify areas where we can improve.  We round out the topic with a review of 2 major areas that are influencing, or are being influenced by the continued work around DevOps adoption.

State of DevOps – Now, Next and Beyond

Today, most IT organizations follow an internal procedure when responding to critical incidents, which is usually prescriptive, manual, or tribal-knowledge-based. These types of procedures can lead organizations to consistently miss their service-level agreements (SLAs).

There are many causes for service disruption:

*Data Center Management: Power outages, AC break down, flooding, weather-related destructions
*IT failures
*Network outages
*Application latency, outages
*3rd party vendor failure (app & infra hosting)
*Regression, change
*Cyber-attacks (malware, ransomware, DDoS)

With the proliferation of IT incidents, it is time for senior IT executives to shake things up and decide that it makes more business sense to invest incident response improvement than it does to continue funding the status quo.

Why CIOs Must Rethink Their Enterprise Incident Response Now

IT incidents happen all the time, from outages, application slowdowns to cyber-attacks and some more critical than others. For IT incidents which require immediate attention, IT experts must be engaged in a timely manner and different groups need to be informed and/or updated. The challenge most organizations are facing is around the coordination of IT incident response when time is of essence. For instance, how to:
- Aggregate and manage all the relevant information centrally
- Identify the appropriate information share with different roles
- Ensure timely and effective response across teams
- Enable efficient collaboration regardless of people's location
 
In this webinar, Chuck Darst from Cherwell and Vincent Geffray from Everbridge will explain how the integrated Cherwell-Everbridge solution helps organizations manage, control and automate their response to IT incidents to minimize the impact on their IT professionals and on their business.

Cherwell-Everbridge Integrated Solution to Restore IT Services Faster Than Ever

A major theme of ITIL 4 is a focus on establishing outcome and value-based relationships with our Service Consumers and Suppliers. However, what does that mean in practical terms, specific key performance indicators and what roles are critical to the dance of relationship management.

Join Troy Dumoulin, VP R&D at Pink Elephant and Vincent Geffray, Senior Director of Product Marketing at Everbridge as they explore these ITIL 4 concepts and how they apply to real world situations. 
Topics that will be covered in this webinar include:
• The three dimensions of value (Quality, Speed, Cost)
• The importance of outcome measures such as Availability, Reliability and Performance
• Critical roles necessary to manage service provider / consumer relationships
• How automation can enable and transform the quality of service relationships
• Specific examples on how organizations can reduce mean time to repair (MTTR) and deliver on service level agreements.

ITIL 4 Service Relationships & The Importance of Outcome Based Metrics

Use ServiceNow as One-Pane-of-Glass for Alerting, Resolver and Stakeholder Communications and Collaboration to Resolve IT and Cyber Incidents Faster 

IT incidents happen all the time, some more critical than others. For incidents which require urgent attention, IT experts needs to be engaged in a timely manner and different groups need to be informed. Learn how Everbridge integrated with ServiceNow helps:

- Identify who needs to respond? Who needs to be informed of the issue? Who needs to be notified so they don't open new tickets?
- Ensure IT teams respond and are accountable, wherever they might be?
- Make IT teams collaboration easy and efficient, again, wherever people might be?

In this webinar, we will provide a hands-on session on how to trigger multi-modal notifications - manually or automatically - targeting the right on-call resolvers, impacted business users and key stakeholders.

We will also discuss how you can leverage the new MIM module brought with the Kingstone release.

How to Automate Incident Response with ServiceNow and Everbridge

In today's high demand for digital banking with the explosion of fintech, IT has no choice but deliver first class quality services and of course they need to quickly restore them when they fail. But how can IT respond to this new pressure?

Everbridge and FinTech Futures have surveyed the industry to create a detailed view on IT response management in banking and fintech, gathering responses from a range of IT professionals in financial services, investment and banking companies. 

In this webinar, we'll look at:
* How they do things
*What challenges they're facing
* What the current situation in their company is 

Join Everbridge's Mike Beckett to review and address these somewhat surprising results.

IT Incident Response in Financial Services

Security Operation Centers (SOCs) today are complex environments with a growing volume of attacks, a persistent skill shortage, and a complex regulatory landscape that requires more stakeholders to be involved in the incident response process. Because of this, SOCs constantly struggle to respond rapidly and consistently to the most urgent incidents. The integration between Everbridge IT Alerting and IBM Resilient helps SOCs overcome these challenges and achieve consistent, predictable, and faster response & resolution to complex cyberattacks.

Join experts Hugh Pyle, Product Manager, IBM Resilient and Diptesh Shah, Director of Product Management, Everbridge IT Alerting for this webinar to learn:
*How the IBM Resilient-Everbridge IT Alerting integration works within your SOC to streamline coordination and communication during security incident response
*Strategies to implement Smart Orchestration and automation in your incident response process to engage the right people at the right time to quickly resolve incidents and keep stakeholders informed
*Actions that can be taken today for maximizing the effectiveness of your SOC and incident response process

Resolving IT Security Incidents Faster & More Predictably w/ Smart Orchestration

Ransomware, advanced persistent threats, and denial of service attacks - many initiated through "phishing" - will continue to frequently interrupt business and government operations. Across all industries, businesses see an uptick in cyberattacks frequency and damage to their organizations.


"One of the best services we can provide for our customers, whether they are internal or external, is keeping their personal information - and the information needed for the business - safe. The first line of assistance should also be the first line of defense." - Roy Atkinson, HDI


The support center should have clear guidance on how to avoid social engineering threats and phishing threats, as as well as the ability - including the time - to educate users on why support may not be able to immediately help them, or why additional information might be required. meanwhile, when hit by a cyberattack, organizations need to execute a clearly defined and agreed upon cross-functional response plan to mitigate the risks and minimize the disruption.


In this interview-style webinar, HDI's Roy Atkinson and Everbridge's Vincent Geffray will discuss the importance of the support center's role in cybersecurity prevention and response.

What you'll learn:
* How cybersecurity is impacting support
* Support's role in prevention
* How, when, and why the support center should respond

The Impact of Cybersecurity on IT Response Teams: A Game Changer!

Every IT consultant and social media pundit talks a great deal about the importance of IT delivering more value to the Business. But what exactly is IT value?

A number of current frameworks are focusing on three key elements in the quest to more clearly define IT's value to the Business: Quality, Speed and Cost. Straight cost-cutting measures (i.e. 10% across the board) have often proven counter-productive to both Speed and Quality and, subsequently, actually reduced the value realized the Business. Quality and the pursuit of perfection makes sense to everyone but often forces a significant trade-off with Speed (Business needs it to be complete and perfect by this Thursday)! Many IT shops are beginning to zero in on Speed and Time-to-Market as the primary areas of improvement.

Join George Spalding, EVP of Pink Elephant and Vincent Geffray, Senior Director, Product Marketing of Everbridge as they discuss real-world IT time-to-market strategies.

What is the Value of IT?

The role of the CIO & CISO is becoming more challenging as critical IT events are happening at a growing pace across Service Management, IT Operations, Security Operations and Development Operations. Cloud solutions with a platform approach to response automation, communications and collaboration are essential to meet these challenges and enable CIOs & CISOs to deliver business value during critical events. 

CIOs have shared across various forums that increased business costs of outages and increased risks of breaches in the face of shrinking budgets, along with the imperative to driving efficiency, increases their odds of striking out.

What you will learn on this webinar:
* Best practices on how to better manage IT risks/threats and minimize the impact on your business
* How leading enterprise customers are delivering business value today during critical IT events
* Key insights on inefficiencies, costs and savings to help drive smart investments and ROI

How to Deliver Value in the Face of a Critical Event

Technology incidents happen every day to companies of all sizes, across every vertical, in all degrees of impact from inconvenient to potentially catastrophic. So, by definition, all organizations do IT incident response. The question is, how well do they do it?  Research from leading IT analyst firm Enterprise Management Associates (EMA) shows that unless the response takes advantage of automation, the answer “not nearly well enough” is an understatement. 

With the average time to engage the right response team taking 1 to 2 hours, and the average time to resolve a major outage taking 5 to 6 hours, there is a definitive need for immediate and dramatic operational improvement.

Leveraging EMA research and a case-based approach, this webinar will explain how to reduce mean time to repair (MTTR) through automated slashing of the time it takes to begin effective response.  A simple method for determining the point at which it makes more business sense to invest in an improvement than it does to continue funding the status quo will also be discussed.

Additionally, webinar attendees will learn more about:

*Top automation drivers, indicators, obstacles, and benefits realized
*The case for automating incident response – real numbers from real places
*Quantifying the high cost of status quo – a conservative approach to demonstrating value

Critical Incident Response: Why Good Enough Is Just Not Good Enough

Today’s digital businesses face more complex threats than ever before. These range from IT services failures, application latency and outages to performance and security issues, none of which your customers will tolerate. They expect services and applications to be available 24/ 7, wherever they are, and from any device. With these digital offerings increasingly at the core of your business, ensuring good quality service must be your top priority. Therefore solving IT issues as quickly as possible is essential.

You’ve adopted ITIL and ITSM best practices and your IT teams use lots of point solutions and processes, but are your business users getting the full value of IT? How do you make improvements? Based on what metrics? Are your processes fully integrated? Are the cross-functional teams fully collaborative? How do you measure performance?

In this webinar, Troy DuMoulin, Vice President of Research and Development at Pink Elephant, and Vincent Geffray, Senior Director of Product marketing at Everbridge will explore:

 How to deliver on four seemingly contradictory objectives: innovation, speed, security, and compliance
 Value-stream thinking vs. framework thinking
 Lean IT and Incident Response Automation to improve end-to-end performance
 Applications for ITSM, DevOps, and agile development

Use value-stream thinking to define metrics and Automation to improve processes.

In the digital world  we all live in, a majority of IT operations and support center organizations still rely on spreadsheets and spray-and-pray emails to entire teams to communicate major IT events due to application failures, network outages, cyberattacks, datacenter outages… During this session, Vincent Geffray will share the eye-opening results from various surveys on state of incident management and best performing companies practices and will explain how the lack of response automation hurts business and negatively impacts IT employees’ work-life balance.

During this session you will:

* Understand why quickly engaging the right team of IT experts is such a hard thing to do
* Understand the mechanisms which lead to a call storm and learn how to prevent it
* Learn how you can improve your incident response process and streamline the communication between the Service Desk, your IT teams and the impacted business users

Presenter Info:
Vincent Geffray is Senior Director of Product Marketing with focus on IT Incident Response Automation, IT Service Alerting, team Collaboration and Process Orchestration at Everbridge. He has over seventeen years of experience in Digital Operations and Service Management with expertise in Critical Communications, Application Performance Management, IT Process, Runbook and Workload Automation. Vincent has an international experience and he worked in Europe and in North America.

Manual Incident Response Costs Organizations A Fortune & Ruins People’s Lives!

The three key words that lay at the heart of improving IT organizational capability and sustainability are: Recovery, Resilience and Antifragility. These three words and their underlying meanings have become key in achieving business objectives in a digital economy where system uptime, performance and security are critical attributes for business survival. 

Each of these three key words has a different meaning, set of associated IT Management practices and automation requirements that support their goals. Join Troy DuMoulin, VP Research & Development of Pink Elephant and Vincent Geffray, Senior Director, Product Marketing of Everbridge as they provide an overview of these key concepts and describe how any organization can improve their IT Service delivery capability and sustainability by focusing on these core concepts.

Improving IT Service Capability and Resilience

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Improving IT Service Capability and Resilience

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