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How to Achieve 80% Automation for Ticketing and Routing

**AIOps Webinar Series**
This session is the last in a series of four webinars that outline a typical journey to automated operations or AIOps. While we encourage you to attend all four sessions, this webinar can also be enjoyed on it's own.


As customer demands and competitor’s responses continue to accelerate, businesses must also change faster. Leading IT teams are investing in IT process and workflow automation to redirect IT staff from routine manual activities to resolve incidents faster and enable IT to respond faster to changes in the market and seize new business opportunities. Join this session to learn how NetDesign, a market leading managed service provider in Denmark, is partnering with ScienceLogic as they pursue a continuous improvement strategy to make their IT processes fast, efficient, and automated.

In this session, you will:
• Learn why and how NetDesign implemented a strategy for continuous improvement to drive better business and customer outcomes
• See outcomes NetDesign has achieved in the last year by leveraging SL1 Workflow Automation and the SL1 Automation Library to diagnose and resolve incidents faster
• Hear lessons learned and best practices
• Know how you can get started
Recorded Sep 30 2021 45 mins
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Presented by
Doug James, Head of Transformation Office | NetDesign & Ken Vanderweel, Product Marketing Director | ScienceLogic
Presentation preview: How to Achieve 80% Automation for Ticketing and Routing

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  • Why, When, and How to Design Business Services with ScienceLogic Dec 15 2021 4:00 pm UTC 45 mins
    Jonathan Chivers, Senior Director of Services and Vidhi Bhansali​, Product Marketing Director | ScienceLogic
    IT leaders get that they need to shift from a device-centric to a more comprehensive service-centric mode of operation to keep up with a dynamic and fast-paced business environment. But getting started with designing business services can be a tricky proposition. Where do you begin? Service topologies and their impact on end-user experience are often not well understood. The resulting services miss the mark in empowering you with the information you need to manage the health, availability, and risk of your business services effectively. But it doesn’t have to be so complicated.

    Join this session to learn a step-by-step approach for designing and implementing business services.

    In this session, you will:
    • Learn the why, when, and how for designing and implementing business services
    • Learn how to implement service monitoring within SL1
    • Discuss common mistakes, pitfalls, and traps
  • Handling the Hybrid Cloud Challenge Dec 7 2021 4:00 pm UTC 60 mins
    Alex Hilton, CEO - Cloud Industry Forum | Austin Pierson - Account Executive, ScienceLogic and more
    Today, companies are aware that adopting cloud is not a binary choice. Hybrid cloud strategy continues to be the most popular strategy for Digital Transformation and ESG estimates that 89% of organisations still expect to have a meaningful on-premises footprint in three years.

    In this month's episode of Digital Transformation in Action, we discuss how emerging and established development processes can support traditional architectures so that IT leaders can meet business demand, and stay within budget.

    Join host Alex Hilton and guests for expert advice on managing the hybrid cloud, including:

    - How to manage a hybrid cloud architecture that can flexibly support the workloads businesses need to succeed
    - How to ensure your existing and legacy technology can support applications being built today and in the future
    - How to handle costs confidently
    - And more
  • Where’s the AI/ML in ScienceLogic SL1? And How Does It Help Me? Dec 2 2021 4:00 pm UTC 31 mins
    Leslie Minnix-Wolfe - VP Prod. Marketing, Josh Borders - Sr Prod. Manager, Nicole Eickhoff - Data Scientist | ScienceLogic
    Trying to understand how to tap into AI/ML with ScienceLogic SL1? Join this session to learn how our building block approach leverages machine learning to isolate meaningful insights today and builds a foundation for enhanced service level monitoring tomorrow.

    In this session you will:

    -Understand ScienceLogic’s methodology for building robust and scalable AI/ML solutions
    -See how SL1 empowers you to leverage AI/ML without a heavy reliance on data scientists
    -Learn how data derived insights coupled with AI/ML anomaly detection will reveal a more complete picture of service health
  • 3 IT Workflow Automation Use Cases to Turbocharge Your Business Nov 17 2021 4:00 pm UTC 45 mins
    Gary Slebrch, ATLAS Portfolio Director | GDIT, Nagender Vedula, VP Prod. Mgmt & Ben Leyland Prin. Product Mngr | ScienceLogic
    Digital transformation has made IT the launchpad for business growth. Automation enables a connected IT ecosystem that can accelerate digital transformation and make IT a competitive advantage for your business.  ScienceLogic helps you automate manual, routine IT processes and workflows, so you and your team can spend more time on strategic initiatives. Join this session to learn 3 examples of how ScienceLogic SL1 PowerFlow enables you to automatically connect your IT systems and platforms with a low-code model geared for IT Professionals. Automation productivity at your fingertips!

    In this session, you will learn:
    • How SL1 bridges processes and data flows across your ecosystem.
    • How you can automate ticketing, troubleshooting, and remediation workflows when network configuration issues occur via SL1 integration with Restorepoint – a ScienceLogic company.
    • How GDIT leveraged PowerFlow to automate workflows within their Datacenter.
    • How you can initiate and manage workflow notifications with SL1 and PagerDuty.
  • Mission to Modernize: Strategies for Federal Agency IT Modernization Nov 4 2021 3:00 pm UTC 75 mins
    Sanjay Gupta, CTO | US SBA, Dave Link, Founder & CEO | ScienceLogic, Anna Pettyjohn, Sr. VP, Events | GovExec Media
    GovExec Presents:

    Due to the pandemic-driven hybrid workforce and increasing amount of cyber-attacks, many government agencies are accelerating IT modernization efforts to provide better security, transparency, and automation for their IT operations.

    Though this modernization is an essential step in executing organizational goals, it is also a complex one, and contains no shortage of potential errors and pitfalls on the road to delivering services faster and meeting customer expectations. It’s essential that throughout this process, organizations stay ahead of the curve, adopting the best strategies and tools for integrating the latest advancements in order to manage and deliver successful mission-critical services.

    In this panel discussion, join GovExec and ScienceLogic as they sit down with data and technology leaders across the Federal government. This panel will discuss their missions to modernize, and share the steps they’re taking to prepare their teams for the future of federal IT.
  • Make Manual ITSM a Thing of the Past with SL1 Recorded: Oct 21 2021 25 mins
    Frank Sun, Senior Product Manager & Eric Hian-Cheong, Product Marketing Manager | ScienceLogic
    About this Webinar:
    Tight integration of IT operations management (ITOM) and IT Service Management (ITSM) toolsets and the data that moves through them is a core and necessary part of keeping IT services healthy and running. With the pace of business and customer preferences changing faster than ever—manual, ad-hoc processes and workflows no longer cut it. Join this session to hear how ScienceLogic integrates bi-directionally with ServiceNow to help you break free of manual ITSM workflows. ScienceLogic product experts will share how Cisco CMS uses ScienceLogic and ServiceNow to keep pace with their growing organization, stay agile, and keep focused on more important, impactful work.

    In this session, you will:
    • Learn what’s new in the ScienceLogic-ServiceNow integration, including business service synchronization and case management
    • Understand how the ServiceNow Graph Connector eases automation of ITSM workflows
    • Hear how Cisco CMS is automating ITSM workflows with SL1
    • Explore what is on the horizon for expanding your ITSM ecosystem
  • How to Achieve 80% Automation for Ticketing and Routing Recorded: Sep 30 2021 45 mins
    Doug James, Head of Transformation Office | NetDesign & Ken Vanderweel, Product Marketing Director | ScienceLogic
    **AIOps Webinar Series**
    This session is the last in a series of four webinars that outline a typical journey to automated operations or AIOps. While we encourage you to attend all four sessions, this webinar can also be enjoyed on it's own.


    As customer demands and competitor’s responses continue to accelerate, businesses must also change faster. Leading IT teams are investing in IT process and workflow automation to redirect IT staff from routine manual activities to resolve incidents faster and enable IT to respond faster to changes in the market and seize new business opportunities. Join this session to learn how NetDesign, a market leading managed service provider in Denmark, is partnering with ScienceLogic as they pursue a continuous improvement strategy to make their IT processes fast, efficient, and automated.

    In this session, you will:
    • Learn why and how NetDesign implemented a strategy for continuous improvement to drive better business and customer outcomes
    • See outcomes NetDesign has achieved in the last year by leveraging SL1 Workflow Automation and the SL1 Automation Library to diagnose and resolve incidents faster
    • Hear lessons learned and best practices
    • Know how you can get started
  • Automate and Virtualize the NOC: A Gannett/USA TODAY Network Case Study Recorded: Sep 15 2021 38 mins
    Chris Ruffieux, VP Infrastructure & Ops, Ed Osiecki, Sr. Director Network Ops. Center | Gannett & Kyra Ecker | ScienceLogic
    **AIOps Webinar Series**
    This session is the third in a series of four webinars that outline a typical journey to automated operations or AIOps. While we encourage you to attend all four sessions, this webinar can also be enjoyed on it's own.


    Gannett – the largest media publisher in America and publisher of USA Today – aims to run its IT Operations at optimum efficiency. Following multiple acquisitions/mergers, Gannett was faced with duplicative datacenters, each with discrete platforms, tools, and teams. Like many public companies, mounting pressure to “do more with less” drove IT leadership to identify ways to cut costs and eliminate redundancies. Consolidation and automation of manual processes became a critical necessity to manage its globally distributed and diverse hybrid cloud environment. Join our webinar to hear Gannett share their successful journey with ScienceLogic to automate and virtualize its Network Operations Center.

    In this webinar, you will:
    • Understand the economic implications that drove Gannett’s IT infrastructure transformation strategy
    • Hear how they determined which opportunities to pursue on the path to automation and NOC virtualization
    • Learn how Gannett leveraged SL1 to consolidate tools, automate processes, and virtualize operations
    • See examples of the value Gannett IT is delivering to its business
  • So You Bought a Rolls Royce Monitoring Platform. Are You Driving It Like a Kia? Recorded: Aug 31 2021 34 mins
    Jon Evans, CEO & Tare Wright, Head of Technical Operations| Enablis & Kyra Ecker, Dir. of Customer Advocacy | ScienceLogic
    **AIOps Webinar Series**
    This session is the second in a series of four webinars that outline a typical journey to automated operations or AIOps. While we encourage you to attend all four sessions, this webinar can also be enjoyed on it's own.


    This webinar will demonstrate how to realize more value from the ScienceLogic SL1 platform. It’s a story about an MSP who bought ScienceLogic SL1 – thinking that if they bought a ‘Rolls Royce’ monitoring platform, it would magically create operational effectiveness. If you’re like them, you may not realize that without integrating ScienceLogic SL1 into your management processes, you risk continuing to operate like a Kia. Join this webinar, to hear from the Enablis CEO as he walks through his journey of transforming their IT operations into a smoothly running Rolls Royce engine.

    In this webinar you will:
    • Understand how Enablis identified the operational problems impacting their business
    • Witness how Enablis partnered with ScienceLogic to unlock the intrinsic value of SL1 and address these problems
    • Quantify the impact and opportunity costs of the status quo
    • Realize the best practice building blocks for establishing a strategy and plan
    • Identify key metrics to measure success
  • Clearing the Path for Automated Operations at Capgemini Recorded: Aug 12 2021 43 mins
    Leslie Minnix-Wolfe, Vice President, Product Marketing & Jonathan Chivers, Senior Director Global Solutions | ScienceLogic
    **AIOps Webinar Series**
    This session is the first in a series of four webinars that outline a typical journey to automated operations or AIOps.


    ITOps is at the forefront of addressing the most pressing issues of our time. Transforming Capgemini Global IT to support a digital first world required a major shift in tools, people, and processes. Where should we begin? How do we get each individual at every level of the organization working together to deliver our business outcomes? In close partnership with Capgemini, ScienceLogic facilitated collaborative sessions to develop their Digital Transformation strategy with incremental steps to achieve their desired outcomes. Join this session to hear how ScienceLogic partnered with Capgemini to design and implement a step-by-step approach for their digital transformation journey.

    In this session you will:
    • Learn the ScienceLogic approach to identify the people, processes, and systems that impede your digital transformation
    • Hear how Capgemini and ScienceLogic targeted opportunities for improvement and built a realization plan
    • Understand the measurable outcomes at each stage of the journey
    • Discuss common mistakes, pitfalls, and traps
  • Where’s the AI/ML in ScienceLogic SL1? And How Does It Help Me? Recorded: Jul 21 2021 31 mins
    Leslie Minnix-Wolfe - VP Prod. Marketing, Josh Borders - Sr Prod. Manager, Nicole Eickhoff - Data Scientist | ScienceLogic
    Trying to understand how to tap into AI/ML with ScienceLogic SL1? Join this session to learn how our building block approach leverages machine learning to isolate meaningful insights today and builds a foundation for enhanced service level monitoring tomorrow.

    In this session you will:

    -Understand ScienceLogic’s methodology for building robust and scalable AI/ML solutions
    -See how SL1 empowers you to leverage AI/ML without a heavy reliance on data scientists
    -Learn how data derived insights coupled with AI/ML anomaly detection will reveal a more complete picture of service health
  • How to Reduce the Demands on Ops Teams to Satisfy Security & Compliance Audits Recorded: Jun 23 2021 37 mins
    Jeremy Sherwood, VP of Product, Opus Interactive & Leslie Minnix-Wolfe, VP of Product Marketing, ScienceLogic
    It’s not easy to work in compliance and risk management. Some institutions may treat compliance and risk as stand-alone departments, but the reality is that they intermingle with every other department—their systems, tools, and processes. As a result, security audits and compliance management are manual and time-consuming. What’s more, the requirements are ever-changing, which complicates your ability to gather and harvest data for evidence validation with auditors.

    Whether you are concerned about HIPPA, FEDRAMP, SOC-1, SOC-2, PCI-DSS, or any other standard, this session will demonstrate how to reduce compliance activities required for your auditing evidence. See how Opus Interactive built a managed service for making the process easier and automated with ScienceLogic SL1.

    In this session, you will:
    -Discover key use cases achieved by combining log management tools with ScienceLogic SL1
    -Understand the business benefits
    -Hear lessons learned, best practices, and how you can get started
  • Reduce MTTR by Automating Troubleshooting Recorded: May 20 2021 29 mins
    Ben Leyland, Principal Solutions Architect | ScienceLogic
    The effort to troubleshoot issues emerging from a heterogenous but inter-dependent IT environment often equates to finding a needle in a haystack. Datasets are disconnected leading to unmanageable event noise. Diagnosing issues simply results in war-room finger-pointing. And precious time is wasted on creating and updating incidents instead of focusing on resolution. The result is delayed resolution and ultimately, customer dissatisfaction. ScienceLogic can help you reduce MTTR by automating event triage, diagnostics, and enrichment in your data center. Join this session to learn how you can achieve up to 70% reduction in your manual troubleshooting efforts.

    In this webinar, you will learn how:
    • ScienceLogic automatically enriches incoming events with diagnostic data.
    • To troubleshoot issues automatically through three common use cases.
    • Combining event enrichment with incident automation can further reduce MTTR.
  • Why You Need AIOps Now More Than Ever - Featuring Experts from Forrester and EMA Recorded: May 6 2021 39 mins
    Rich Lane, Forrester Senior Analyst Serving Infrastructure and Operations & Dennis Nils Drogseth, EMA Vice President
    REPLAY: Why You Need AIOps Now More Than Ever - Featuring Experts from Forrester and EMA
    Previously Presented: November 11, 2020

    In the aftermath of COVID-19, rapid adoption of a “Digital First” strategy is driving business transformation, and increased investments in AIOps (Artificial Intelligence for IT Operations) solutions. The catalysts for driving this movement to AIOps are business agility and automated operations to deliver better digital experiences for employees, remote operations teams, and customers. However, the interpretation and application of AIOps varies widely across organizations. Like many organizations, are you trying to determine where and how to begin your journey? Which use cases to focus on? And how you measure progress and impact?

    To find out, join guests Rich Lane, Forrester Senior Analyst Serving Infrastructure and Operations Professionals, and Dennis Nils Drogseth, EMA Vice President in an interactive dialog as they share their latest research findings and reveal the motivations shaping AIOps initiatives, strategies, and impact.

    They will discuss:
    • Key problems for the business to solve with AIOps.
    • The capabilities required to solve them.
    • Recommendations for measuring progress and impact.
  • Paving the Path to AIOps in a Hybrid Cloud World Recorded: Apr 21 2021 32 mins
    Leslie Minnix-Wolfe, Vice President, Product Marketing & Raj Patnam, Vice President, Global Solutions | ScienceLogic
    I&O is shifting from device to service-centric monitoring and observability to understand and avoid critical service-impacting outages. This shift lays the foundation for intelligence-driven automations resulting in increased agility, superior customer, and employee experiences. But in this rapidly transforming digital world, how is one supposed to establish—and maintain— real-time service visibility across a mix of legacy, modern, and hybrid cloud environments?

    In this session, you will learn to:
    • Accelerate root cause analysis to improve customer and employee experiences
    • Lay the groundwork for intelligence-driven automated I&O or AIOps
    • Understand the impact of application and infrastructure on business outcomes
  • Behavioral Correlation Delivers on the Promise of AIOps Recorded: Mar 24 2021 35 mins
    Leslie Minnix-Wolfe, Vice President, Product Marketing & Russ Elsner, Senior Director, Product Management | ScienceLogic
    The complexity of today’s modern IT technology stack is forcing successful organizations to adopt a modern and intelligent approach to root cause analysis (RCA) and incident resolution. Behavioral Correlation helps IT operations teams shift from device-centric to service-centric management. Further, it allows the application of machine learning to accelerate RCA and proactively avoid service impacting outages—advancing you on your journey to AIOps.

    In this session, you will gain insight into how SL1 leverages machine learning and service topology to:
    • Find hidden performance issues (anomalies) at scale
    • Correlate events and anomalies to mitigate real-time service impact
    • Accelerate root-cause analysis
    • Recommend actions for operators to respond to issues
  • Build Your Own Infrastructure Monitoring with Low-Code Secure Shell Recorded: Feb 24 2021 17 mins
    Harrison Obiorah, Associate Product Manager & Mark Gilbaugh, Product Marketing Manager | ScienceLogic
    The modern IT ecosystem is comprised of heterogenous modern and legacy technology tools that don’t often talk to each other and are accessed by remote contractors, outsourcers, consultants, and other trusted third parties. The result is a fragmented ecosystem where data sits in disconnected data puddles inhibiting secure cross-domain modernization efforts. The ScienceLogic SL1 platform enables you to bring in and fuse data from across your ecosystem via integrations powered by industry standard protocols like SSH and REST API. For example, the SSH (Secure Shell) PowerPack gives you the flexibility to connect the SL1 open platform to almost any technology that supports SSH, a leading standard interface for many off-the-shelf solutions to expose their data.

    Join this webinar and view a live demo to see how you can expand your data lake to collect data from across your ecosystem, and power cross-domain analytics and automations.

    In this webinar, you will:
    • Explore use cases for using the SSH PowerPack.
    • See a live demonstration of building SSH-based dynamic apps.
    • Learn best practices for using the SSH PowerPack to build your own applications.
  • Accelerate Automated Operations with Low-Code Recorded: Jan 21 2021 45 mins
    Nagender Vedula, Sr. Dir. of Product Management & Frank Sun, Product Manager | ScienceLogic
    Automations are the hallmark of AIOps. But automating workflows, especially across multiple domains often requires custom scripting to stitch together heterogenous datasets and workflows. This places additional burden on the select few skilled resources and stifles business transformation and modernization efforts. ScienceLogic solves this by providing a low-code authoring toolkit that makes it easier for IT professionals to build workflows for automating, remediating, and building solutions to bridge to external systems.


    Join this webinar to learn more about:
    • Creating automated workflows in a low-code environment with automation.
    • Using Builder, a new tool for IT professionals.
    • Designing simple to complex automations for routine IT operations.
    • Using 300+ out-of-the-box processes to remediate IT scenarios and failure conditions.
  • Clearing the Path for Automated Operations: Finding the Value in AIOps Recorded: Dec 16 2020 48 mins
    Brian Amaro, PMP, Sr. Director, Global Solutions, ScienceLogic
    Automation isn’t just a technology problem. It’s a people, process and tool problem. How do you get cross-functional alignment to enable automations?

    In this session you will learn how 3 very different organizations—an MSP, a Utilities provider, and a Fortune 500 CPG enterprise—engaged ScienceLogic as a consultative partner to define and deliver clear operational & business outcomes. Understand how they leveraged ScienceLogic’s SL1 platform to increase cross-functional collaboration and shift to a culture of innovation to achieve > 60% reductions in Incidents, >25% in MTTR and a 50% reduction in out of hours incidents.

    In this webinar you will:
    • Learn how a global CPG customer mapped and modeled their core Order to Cash business service. Understand how this helped them reduce their MTTR & minimize outages to keep the delivery of fizzy beverages moving and revenue flowing.
    • See why, through clear objective setting, Salt River Project consolidated their tooling by a factor of 4:1 and eliminated data inconsistencies.
    • Learn how NetDesign unlocked latent value from ServiceNow to demonstrate quantifiable savings in operations.
    • Understand the step by step process to goal visualization and journey mapping.
  • A Culture Shift from “Monitoring” to “Service Visibility” - Featuring: QTS Recorded: Dec 9 2020 28 mins
    Jeff Sangillo, VP of Technology Engineering & Operations & Jeremy Meeks, Sr. Mngr. of Intelligent Services Engineering - QTS
    Digital transformation takes a lot more than just having the right tools and process improvement frameworks. QTS Data Centers defined a vision that shifts from reactive monitoring of device telemetry to proactive service visibility that enables scalable software-driven automation and human assistive features. To bring this vision to life, QTS created the Intelligent Services Engineering function – a new cross-functional scrum team of network, systems, monitoring and CMDB engineers focused on maximizing the value of the ScienceLogic platform. Building upon their foundation of industry-leading customer service, this journey reshaped their operations culture around innovation and collaboration. Join this webinar to learn more about their transformational journey.

    In this session you will: 
    • Understand the importance of building the right teams.
    • Realize the importance of cross collaboration and training within an agile framework.
    • Transform how you think about “monitoring” in the age of digital transformation.
    • Learn the importance of building and sharing a clear vision and sharing it often.
    • Gain insight into how maximizing the value of technology is intertwined with team culture.
The Automation Engine for AIOps
ScienceLogic is a leader in IT Operations Management, providing modern IT operations with actionable insights to predict and resolve problems faster in a digital, ephemeral world. Its IT infrastructure monitoring and AIOps solution sees everything across cloud and distributed architectures, contextualizes data through relationship mapping, and acts on this insight through integration and automation. Trusted by thousands of organizations, ScienceLogic’s technology was designed for the rigorous security requirements of United States Department of Defense, proven for scale by the world’s largest service providers, and optimized for the needs of large enterprises.

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  • Title: How to Achieve 80% Automation for Ticketing and Routing
  • Live at: Sep 30 2021 3:00 pm
  • Presented by: Doug James, Head of Transformation Office | NetDesign & Ken Vanderweel, Product Marketing Director | ScienceLogic
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