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Driving Greater ROI From ITSM With The Future of SAM

In this session you will learn more about:

•Why software asset management is critical to the delivery of enterprise IT
•The business benefits SAM can deliver far beyond just licencing compliance
•Why ITSM needs specialist SAM tools beyond what comes “out of the box”
•How “Traditional SAM tools” can deliver data accuracy and data input integration into ITSM’s CMDB
•How Future SAM tools can deliver even greater ROI throughout ITSM including:
oIntegration with incident, problem, project and change management
oAdvanced predictive analytics
oTechnology scenario modelling
Recorded Apr 13 2016 40 mins
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Presented by
Martin Prendergast, CEO, Concorde
Presentation preview: Driving Greater ROI From ITSM With The Future of SAM

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  • Channel
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  • VeriSM™ - Exploring the New (Service Management) Kid in Town Jul 19 2018 10:00 am UTC 45 mins
    Simon Dorst, Michelle Major-Goldsmith - Kinetic IT
    Michelle Major-Goldsmith and Simon Dorst of Kinetic IT will discuss the role of VeriSM in digital transformation, and its relation to ITIL and other service management practices.
  • The Digital Transformation of ITSM - AI, Automation and NLP Jul 18 2018 5:00 pm UTC 45 mins
    Doug Tedder, Principal, Tedder Consulting
    So much is being written (myself included!) about how ITSM helps an organization prepare and support digital transformation. But ITSM itself is going through digital transformation.

    How will the way we approach and deliver ITSM change as a result?

    Join me as I discuss “The Digital Transformation of ITSM”.

    About Doug Tedder:
    Doug Tedder is the principal of Tedder Consulting LLC, a Service Management and process improvement consultancy. Doug is a recognized thought leader who is equally adept in interactions from senior leadership to day-to-day practitioners. His attention to detail, industry knowledge, emotional intelligence, and the ability to “see the big picture” and make it actionable has resulted in a track record of success in transforming IT organizations into valued business partners.

    Prior to starting his business, Doug spent over 25 years working in corporate IT organizations in a variety of local, regional, and global roles.
    Doug holds numerous industry certifications in disciplines ranging from ITIL®, COBIT®, Lean IT, DevOps, KCS™, VeriSM™, and Organizational Change Management.

    Doug is an author, blogger, and frequent speaker and contributor at local industry user group meetings, webinars, and national conventions. Doug is a member and former president of itSMF USA, a member of HDI, a contributing author to VeriSM™, and co-author of the VeriSM™ Pocket Guide. Follow Doug on Twitter (@dougtedder) or visit his website (dougtedder.com).
  • Selfless Service - A new approach to IT Service Management Jul 18 2018 3:00 pm UTC 45 mins
    Sanjeev NC, Solutions Architect, Freshworks
    Service desks are closer to the customers than we can ever imagine. With self-service adoption on the rise and Service desks making it easy for their users to reach them, why do we still hear IT agents complaining users don’t raise tickets? Can we get the Service desk closer to the customers? What if the Service desk lives where the customers are already there?

    This talk explores the possibility of approaching Service management with a selfless mindset focusing primarily on self-service and customers logging tickets with the service desk. A selfless approach takes a lot of effort but not without its benefits.

    About Sanjeev NC;

    Sanjeev is a Solution Architect helping Enterprise customers with their ITSM tool implementation. He’s an ITSM enthusiast with consulting, blogging & speaking experience and enjoys delivering content creatively through memes, comics and puns. He is currently on a mission to ensure every customer support interaction yields the best possible experience.
  • DigiDevTransOps Jul 17 2018 8:00 am UTC 45 mins
    Mark Smalley, the IT Paradigmologist and DASA Global Ambassador
    The title is a cynical reference to the hype around Digital Transformation and DevOps. There’s a lot of confusion and you may be wondering what the terms actually mean and what the relationship is between the two. If we look closer, we’ll see that DevOps has much to support Digital Transformation, but that it’s only one of the pieces in the Digital Transformation jigsaw puzzle.

    Mark Smalley, Global Ambassador DASA
  • Project and Portfolio Management: What is new 9.50 Recorded: May 29 2018 64 mins
    Ronen Aseo , Silvia Davis, Keith Flournoy
    As Agile teams are growing exponentially, companies are looking to adapt new process and tools, to integrate, optimize and manage hybrid (Agile, Waterfall) portfolio of applications. There is a need to increase visibility and collaboration while enabling insight into their organization’s process to maintain governance, avoid compliance issues, deliver quality and optimize resource and investments.

    Join this webinar to learn more about:

    • Integrated Portfolio Management focus on product development,
    including new what if scenarios
    • New capabilities to support Enterprise Agile frameworks
    • Consolidated time and resource management for Agile and waterfall projects
  • Quality and Testing SIG Talk Series - Tips & Tricks (Complete Edition) Recorded: May 22 2018 54 mins
    Ramesh Subramaniam, Ricardo Garza
    Speaker: Ramesh Subramaniam
    Micro-focus Project and Portfolio Management (PPM) Logging Tips and Tricks: Learn how to get the most out of your logging.conf, discuss logger names per the Micro Focus PPM functional domain and see how creating separate nodes will increase performance.

    Speaker: Ricardo Garza
    AI FIRST Project Management: How we Augment Project and Portfolio Managers with Micro Focus PPM and Artificial Intelligence: Right now, there is a lot of hype around Artificial Intelligence and Machine Learning; these technologies are going to profoundly disrupt every industry and make most applications SMART in the next 5 years. We have built AI aides around our PPM implementation in order to augment our Project and Portfolio Managers as well as Project Team Members. These tools help them to be more productive and have consistent results. We will Demo some of these features live, and discuss implementation challenges and future work.

    Join us for the next upcoming SIG Talk on Thursday, June 21, 2018: https://www.vivit-worldwide.org/events/EventDetails.aspx?id=1112917&group=.
  • How to Make the Most of your Metrics: an Effective Reporting Framework Recorded: May 17 2018 49 mins
    Paul Dooley, Optimal Connections
    There is a lot of guidance in the IT service management world about designing a proper Metrics
    and Measurements Framework; yet without a timely and effective Reporting Framework to sort
    this data, convert it to information, and present it in the right format at the right time to the
    people that need to know in order to make better decisions and take action, a metrics and
    measurements framework will be of little practical use.

    In this presentation, Paul will discuss why and how an effective Reporting Framework is essential
    to converting metrics into usable information that enables knowledge and improved decision making.

    Additionally, we will consider:
    • Why reporting should operate at three levels – strategic, tactical and operational
    • Four key elements to focus your reporting around
    • Why subjective results are just as critical as objective measurements
    • How “visible reporting” can drive people performance at all stages of the life-cycle
    • Which processes rely heavily on an effective reporting framework
    • Common reporting pitfalls, and how to avoid them

    Paul will conclude with 10 keys to designing and deploying a high-performance ITSM Reporting
    Framework.

    Attendees will walk away with an understanding of why a well-designed highly automated
    Reporting Framework that utilizes a “balanced approach”, effective graphics, clear targets, real-time
    as well as periodic reporting, along with analysis and actionable recommendations, is
    essential for IT service management to be effective in delivering quality services, as well as
    reporting the value of such services to all stakeholders.
  • IT Ops SIG Talk Ep. 5: SiteScope the WebScript Monitor Tool Recorded: May 17 2018 19 mins
    Nels Hoenig
    Web Site Monitoring using SiteScope the WebScript Monitor Tool and a LoadRunner Script

    Join us for this presentation of the power of a SiteScope Webscript to monitor your websites in a production environment to provide real time checking on a website including interactions ( login, screen validation, etc). Learn how this will also generate alerts to the OPS team when something is wrong.

    Join us for the next upcoming SIG Talk on Thursday, June 21, 2018: https://www.vivit-worldwide.org/events/EventDetails.aspx?id=1112917&group=.
  • IT Ops SIG Talk Ep. 6: Surviving OMW to OMi Migration Recorded: May 17 2018 36 mins
    Bogdan Vosnjak
    Surviving OMW to OMi Migration

    The customer with a well-developed OMW-based monitoring solution was faced with a challenge to migrate to OMi10 due to OMW obsolescence. Their old monitoring system was deeply integrated, highly customized and exposed to the outside world (their partners and customers) on a 24/7 basis. Migration challenges included:
    - Migration of event sources (OM agents, SNMP Trap sources, NNMi, SiteScope)
    - Migration of Service models with complex propagation/calculation rules
    - Migration of customized Incident ticketing integration (Service Manager)
    - Migration of custom applications (event archive, Service availability web portal, downtime management)
    - Minimum downtime during migration

    In this presentation, attendees will learn how these challenges were addressed and ultimately overcome.

    Join us for the next upcoming SIG Talk on Thursday, June 21, 2018: https://www.vivit-worldwide.org/events/EventDetails.aspx?id=1112917&group=.
  • IT Operations SIG Talk Series: SiteScope & OMi (Complete Edition) Recorded: May 17 2018 60 mins
    Nels Hoenig, Bogdan Vosnjak
    This Vivit SIG Talk session will feature speakers who will share their vast knowledge and experience on SiteScope and OMi. Vivit is excited to present this informative SIG Talk on these important topics.

    Shown below is an outline of the agenda and topics:

    Speaker: Nels Hoenig
    Web Site Monitoring using SiteScope the WebScript Monitor Tool and a LoadRunner Script: Join us for this presentation of the power of a SiteScope Webscript to monitor your websites in a production environment to provide real time checking on a website including interactions ( login, screen validation, etc). Learn how this will also generate alerts to the OPS team when something is wrong.

    Speaker: Bogdan Vosnjak
    Surviving OMW to OMi Migration: The customer with a well-developed OMW-based monitoring solution was faced with a challenge to migrate to OMi10 due to OMW obsolescence. Their old monitoring system was deeply integrated, highly customized and exposed to the outside world (their partners and customers) on a 24/7 basis. Migration challenges included:

    - Migration of event sources (OM agents, SNMP Trap sources, NNMi, SiteScope)
    - Migration of Service models with complex propagation/calculation rules
    - Migration of customized Incident ticketing integration (Service Manager)
    - Migration of custom applications (event archive, Service availability web portal, downtime management)
    - Minimum downtime during migration

    In this presentation, attendees will learn how these challenges were addressed and ultimately overcome.
  • Measurements and Metrics Recorded: May 17 2018 49 mins
    Colin Rudd, ItemsLtd
    This is a very practical webinar that will include the need for metrics and the pitfalls to be avoided in the use of measurements and metrics. This will explain some of the methods and techniques used to produce measurements and metrics and will include some examples of both their successful use and unsuccessful use.

    This webinar will be invaluable to anyone involved in the planning, production or interpretation of measurement and metric reports.
  • Metrics drive behaviours: How to avoid common IT metric mistakes Recorded: May 17 2018 33 mins
    Steve Morgan, Director, Syniad IT
    As organisations seek to improve the quality of IT services, perhaps through SIAM or cloud provisioning, the traditional SLA targets and performance measures we hold dear are no longer appropriate.

    This talk will look at the common pitfalls and make some recommendations as to measures which will drive the correct behaviours in your internal and external support teams.
  • 7 Things You Must Do to Run IT as a Business Recorded: May 16 2018 38 mins
    Doug Tedder, Principal, Tedder Consulting LLC
    “Running IT as a business” is a popular thing to say, but what does it really mean to IT organizations? What are the critical things that IT organizations must do in order to run as a business? How is this different than what IT organizations are doing today?

    In this session, Doug Tedder discusses the seven things IT organizations must do to run IT as a business.
  • From Cost Center to Profit Center Recorded: May 16 2018 41 mins
    Phyllis Drucker - Consultant, Linium
    Cloud…outsourcing…Platform as a Service…all of these could make IT irrelevant, so how do you prevent this? By providing value every day and by running IT as a Business. Great catch-phrase, but what does it mean? In a nutshell: knowing the services IT is providing, what they cost to operate and whether they provide value, and by staying on the cutting edge of technology even with todays fast pace of change, so that the business you support remains competitive. This webinar addresses the basic building blocks you need to run like a business: defining services and offerings, layering in financial management and charge-backs/show-backs so you understand the costs of these offerings and how to pull it all together in a way that helps you run as a business does, even if it’s only on paper.
  • Running IT as a Business Recorded: May 16 2018 47 mins
    Rob Akershoek, Solutions Architect at Shell
    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.
  • Business Skills for IT Management Recorded: May 16 2018 45 mins
    Barclay Rae, Essential SM
    The demands of current business of technology mean that IT professionals must develop a broad set of skills and competencies. These include a broad variety of capabilities for communications, personal interaction and good business skills. With more potential automation the scope for human interaction is reduced and this also means that actual interactions between people must be excellent.



    IT organisations must similarly ensure that they are operating with clear business priorities and capabilities – perhaps not running as a business (unless of course they are a business) but certainly using business skills and techniques.

    This session looks at the new IT professional and IT organisation and how it needs to work more using business skills.
  • How to Demonstrate Value - The CSI Building Blocks Recorded: May 16 2018 46 mins
    Ian MacDonald FBCS, CITP, FSM - Independent Consultant, Edenfield IT Consulting
    Today, simply meeting the service commitments of the business consistently may no longer be considered enough.

    Your business customers will over time have an expectation of increasing ‘value’ from their investment in the IT services you provide.

    Continual Service Improvement (CSI) provides an opportunity to exploit the insight, knowledge and skills of your people to identify and drive improvements to your IT services that add value to the customer and begin to positively influence their perception of getting value for money from their IT service provider.

    However, there is no value in CSI if the improvements provided are not focused on what your customer considers important to them. Equally, if the CSI improvements are not communicated to your customer and explained in a way that demonstrates tangible business value then this is a missed opportunity to demonstrate value and enhance customer satisfaction.

    In this session, we explore the essential ‘CSI Building Blocks’ required to ensure that CSI becomes a core capability for the IT service provider to demonstrate value for money from the IT services provided to their customers.

    This session will provide learning and guidance on:-
    The importance of demonstrating value to ensure commercial success….and the challenge for the IT Service Provider
    Understanding the concepts & characteristics of ‘value ‘
    Understanding how CSI can provide ‘Value Add’ and positively influence customer perception of value for money
    The essential ‘Building Blocks ‘ to enable CSI as an approach demonstrate the value provided from the IT Service providers people and capabilities

    The ‘CSI Building Blocks’ include the need to apply ‘Outside In’ thinking to your ITSM strategy, understanding the importance of purpose and contribution in motivating your people to drive CSI in the workplace, the importance of business measures to convey business value and the importance of a ‘target and tailor’ approach to customer communications.
  • Be ready for the 3am call - 5 ways Major Incident Management can be improved Recorded: May 15 2018 46 mins
    ITSM process expert Ryan Schmierer & IT Service Management technology expert Mike Bombard
    Continual Service Improvements and minimizing the impact of Major Incident Management are critical to keeping your business running smoothly and out of the nightly news headlines.

    This webinar, presented by ITSM process expert Ryan Schmierer and IT Service Management technology expert Mike Bombard will explore the role technology capabilities and process improvement can play to improve outcomes.

    Ryan and Mike will discuss lessons learned from a major healthcare company case study and the challenges this company faced in managing major incidents. They will provide 5 things you can do today to improve major incident management and will discuss how by leveraging capabilities from discovery and infrastructure visualization tools will help your staff gain the insights they need to resolve issues quickly and continually make better-informed decisions.
  • Continual Service Improvement Maturity Model Recorded: May 15 2018 49 mins
    Robert S. Falkowitz, General Manager of Concentric Circle Consulting
    It is increasingly accepted that an organization will deliver better services by agilely improving in a continual, incremental way. Our continual improvement maturity model, based on case studies of multiple organizations, provides a framework for addressing the issues specific to each team, for motivating team members and for providing management with an objective assessment of the progress being made by the organization.

    Robert S. Falkowitz, General Manager of Concentric Circle Consulting, has over thirty years experience in information technology and service management. His focus over the past 15 years has been in coaching and training on the use of technology to manage services and the optimization of basic work practices, such as flow, using lean and kanban methods.
  • Why Put People First in Service Management? It's The Only Winning Formula Recorded: May 4 2018 52 mins
    Daniel Breston - Principal Consultant, Virtual Clarity & Karen Ferris - Director, Macanta Consulting
    We have been saying 'people are our greatest asset' for eons. But have we really demonstrated it?

    When organisations are undergoing change that is volatile, uncertain, complex and ambiguous and we need people to change at a velocity never known before, putting people first is an imperative.

    If organisations don't do this they will very quickly cease to be relevant in this world of increasing disruption.

    In this webinar, Karen Ferris and Daniel Breston discuss why the people side of change is so important and how the organisational change management landscape has changed.
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  • Title: Driving Greater ROI From ITSM With The Future of SAM
  • Live at: Apr 13 2016 2:00 pm
  • Presented by: Martin Prendergast, CEO, Concorde
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