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Proactive Service Resolution for Your Help Desk

Your business counts on IT to deliver high quality of service on key applications. Service Resolution response is not where you want it: operational costs are too high, the service desk is overwhelmed, users are frustrated, and business services suffer.

In this Webinar you will learn about the three levels of service resolution and how to quickly and easily increase collaboration between your service desk and operations organization.

• Event Incident Service Resolution

• Infrastructure Incident Service Resolution

• Application-aware & Business-aware Incident Service Resolution
Recorded Sep 30 2014 59 mins
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Presented by
Darius Wallace, Engineering Solution Architect; Mati Pitkanen, Director, Solutions Marketing for Performance & Availability
Presentation preview: Proactive Service Resolution for Your Help Desk

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  • ITIL and Digital Transformation Jul 19 2018 10:00 am UTC 45 mins
    Simon Dorst, Michelle Major-Goldsmith - Kinetic IT
    Simon Dorst and Michelle Major-Goldsmith of Kinetic IT address the past, present and the future of ITIL in the context of digital transformation.
  • Running IT as a Business May 16 2018 10:00 am UTC 45 mins
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    Rob Akershoek, Solutions Architect at Shell and part of the IT4IT Forum, discuss the challenges and opportunities of running IT as a business. Running IT as a business is more than finances and cutting cost – it’s about IT quality.
  • [Ep.7] Founders Spotlight: Jeff Rumburg of MetricNet Mar 20 2018 4:00 pm UTC 60 mins
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    Jeff’s education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, is a renowned ITSM speaker, and thought leader, and has taught graduate-level engineering and business courses. He was previously Vice President at Gartner.
  • [Ep.1] Ask the Expert: ITSM and DevOps 101 with Daniel Breston Recorded: Feb 14 2018 49 mins
    Daniel Breston, Virtual Clarity and Harriet Jamieson, Content Manager at BrightTALK
    This webinar is the first in BrightTALK's Ask the Expert Series.

    Join ITSM-DevOps expert Daniel Breston of Virtual Clarity to learn more about:
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    Audience members are encouraged to send questions to the experts, which will be answered during the live session.
  • SIG Talk: Quality & Testing 3 - Testing Tools Recorded: Feb 13 2018 62 mins
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    For this Vivit SIG Talk session, 2 Performance Testing thought leaders will be featured. They will share their knowledge and expertise with you.

    Below is a quick outline of the agenda and topics for you:

    Speaker: Scott Moore - Performance Testing Internet of Things:

    • An overview of IoT architecture and protocols
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    Join us for the next upcoming SIG Talk on Tuesday, March 13, 2018: http://www.vivit-worldwide.org/events/EventDetails.aspx?id=1073255&group=.
  • Project & Portfolio Management: What is new v9.42 Recorded: Feb 6 2018 62 mins
    Jay Krackeler, Sylvia Davis
    Project and Portfolio Management, PPM, is continuously evolving, especially with the Agile adoption in the Enterprise. Portfolio managers are now asked to manage integrated portfolios with hybrid projects (Waterfall & Agile).

    PPM version 9.42 brings a new portfolio management module, including Epic and seamless integration with Agile tools. You can now create your own KPIs to measure success of the various portfolios and integrated programs and projects. These new features bring agility and more insight data, so that you can focus on what is most important for the business.

    In this webinar, you will learn about:

    New integrated PPM Portfolio management
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    Brought to you by the Vivit DevOps Special Interest Group.
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    Beverly Weed-Schertzer, edifyIT, LLC, Executive ITSM Consultant
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    - Lack of business awareness creates chaos and damages IT reputation
    - What's the problem?
    -How do we change? What do we change?
    - Using change to scope managed services
    - Configuration Management is a puzzle of assets, be sure the pieces fit and align properly
    -Problem, Change and Configuration Management for your business is not the same as its done for IT
  • Powering Proactive Problem Management Recorded: Jan 17 2018 40 mins
    James Finister, Tata Consultancy Services
    The concept of proactive problem management has been integral to ITIL for over 25 years. In practice it is rarely implemented, despite claims to the contrary.

    James Finister explores what it really means to be proactive by decoupling problem management from incident management, and integrating it with wider IT capabilities including knowledge management, continuous service improvement, test management and DevOps.
  • How to Integrate ITSM and Infrastructure Configuration Management Recorded: Jan 17 2018 60 mins
    David Cuthbertson, Square Mile Systems
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  • 5 Ways DevOps can cure “Bad ITSM” Recorded: Jan 16 2018 38 mins
    Doug Tedder, Tedder Consulting LLC
    Is your business suffering from “Bad ITSM”? You know, where every request for change goes before a
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    ways that DevOps can fix a “bad” ITSM implementation.
  • DevOps and ITSM – Essential Ingredients to a Modern Hybrid IT Management System Recorded: Jan 16 2018 58 mins
    John F McDermott, Hewlett Packard Enterprise
    In 2018, we use Hybrid IT to deliver, enable and facilitate organisational and business-driven outcomes. Yet organisations differ over whether they prefer ITIL or DevOps to support their fast-changing IT environments.

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    Stuart Moncrieff
    Moving Your Script Development Practices into the Late 20th Century

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    Join us for the next Quality & Testing SIG Talk on Tuesday, February 13, 2018: http://www.vivit-worldwide.org/events/EventDetails.aspx?id=1057043&group=.
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    Chris Trimper
    StormRunner Functional

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    Speaker's Bio:

    William works in the delivery of transformational change, supporting his clients in capturing the greatest benefit from their IT and BPO services. His work combines strategy, sourcing advisory, operational delivery, financial and commercial aspects, including the resolution of disputes. He has delivered several SIAM assignments, working for both suppliers and client-side.
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The backbone of your IT infrastructure
IT service management forms the backbone of any forward looking IT infrastructure. Whether it’s the latest trends, techniques or strategies, the content in this channel will help you optimize your organization's IT operations.

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  • Title: Proactive Service Resolution for Your Help Desk
  • Live at: Sep 30 2014 6:00 pm
  • Presented by: Darius Wallace, Engineering Solution Architect; Mati Pitkanen, Director, Solutions Marketing for Performance & Availability
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