Case Study: Improving the Service Desk using incident data

ITSM is dependent on people in the organization to understand it and most people don’t get it. ITSM isn’t a choice it’s a requirement and businesses are losing sight of the core concept of what ITSM practices deliver.

Understanding Change, Release and Configuration is about providing clarity to help deepen one’s understanding of a major area in ITSM; Change, Release & Configuration Coordination. ITSM is a fundamental aspect in business and its requirements to develop a program that works, and it's sometimes it's more than the common ITSM frameworks can achieve.

ITSM isn’t a framework to implement, it’s a business function to effectively and efficiently deliver high-value service to customers. Technology is the vehicle to deliver this value, and people are the driving force to ensure the vehicle is controlled, managed, and maintained. Change, Release, and Configuration (CRC) are continuous tasks involved with service delivery.

In this webinar, Beverly talks about the effects of framework thinking and presents on the importance of understanding CRC in ITSM to produce a high performing service delivery organization.

Discover how Nutanix can enable you to accelerate the adoption of DevOps in your IT organization to improve service quality and user experience while reducing costs and accelerate results.

Key takeaways:

- DevOps tooling delivered through Nutanix Automation (Calm & CI/CD Pipeline)
- Service Management through Prism PRO
- Cost Management via Calm Showback
- Service Stability - improving code quality
- Value Acceleration - speed up time to market
- DevOps mentality - upskilling Infra Engineers to make Cloud Automation Engineers

By the end of this session, you will understand how to leverage Nutanix to drive more value in your IT Organization through DevOps.

About the speakers

Paul Harb oversees Technology Architecture for the Office of the CTO within Nutanix Customer Success. He is responsible for managing a global team of Enterprise Architects with three key goals: to develop robust architectural frameworks for nearly any solution on Nutanix / curate the voice of our largest customers to ensure they derive maximum value from our products and services / identify themes across multiple customers and drive continuous improvement through optimal prioritization of product enhancements.
Over the past four years he built Nutanix Professional Services from its nascent stages throughout Asia Pacific and the Americas. Prior to Nutanix, he worked at VCE building enterprise-grade cloud automation solutions, and he worked in Australia for ANZ Bank running a $100m IT transformation program.

Mayank Gupta leads the Product Marketing for the AIOps and DevOps for Nutanix. He has given numerous talks and spoken at industry events on Hyper Converged Infrastructure. Before joining Nutanix, he was working for the Datacenter group at Intel. He has over 15 years of experience in the Compute and Storage space. He holds an MBA from Berkeley-Haas and BS from IIT Bombay.

Have you ever thought about an AI-driven service desk solution that can provide conversational workflow automation to deliver self-service and exceptional experience through an IT Cloud? Wait no more.

In this webinar, Muddu Sudhakar will showcase how cloud-native Conversational RPA is driving end-to-end automation for ITSM and operations within the enterprise to improve the service experience for all users while cutting costs up to 90%. Sudhakar tells all, as he shares the anatomy of conversational intelligence and Experience as a Service (XaaS). He’ll share how these transformational AI solutions are changing the way enterprises deliver improved collaborative employee and customer experiences while achieving business growth.