Name: Case Study: Improving the Service Desk using incident data
Start: 2010-08-11T18:00:00Z
End: 2010-08-11T18:47:46.000Z
Location: BrightTALK

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.

Reporting only at the technical level in Information Technology only impedes ITSM success. The goal is to drive business performance, growth, and sustainability through technology. To begin, you need to understand the current ITSM environment that manages the technology performance. Once this is understood, set the intentions to mature business performance through the use of metrics.  In this webinar,  I'll cover ITSM metrics and the essential business maturity metrics that provide a well rounded outlet to measure ITSM and its impact or influence to business performance.

- IT as a strategic business unit
- Business Maturity metrics provide the business perspective
- Maturity Metrics bundle for ITSM and business performance

Maturity Through Metrics

Delivering enhanced digital experiences have become a competitive advantage for any organization. As a result, business models have moved towards the digital experience economy. Technologies such as application programming interfaces (APIs), integration platforms, identity and access management solutions, cloud offerings, and big data enable a steady observability layer to understand consumer usage patterns and trends. In addition, connected products enhance the number of data points fed into the observability layer at the edge. 

In this keynote, Asanka will look at how a connected product can be brought into a digital ecosystem to enhance customer experiences and increase revenue. He will share reference architectures and real-world success stories to provide a pragmatic approach to digital strategists and crafters. 

Bio for Asanka Abeysinghe:

Asanka’s goal is to connect humans and technology by helping organizations implement digital transformation programs that result in consumer-driven digital applications. In his current role as the Chief Technology Evangelist, Asanka drives efforts to create, refine, and enhance WSO2’s corporate reference architecture and is responsible for spearheading a thought leadership outlook that defines WSO2’s corporate reference methodology for development, customer success, and implementation. Working closely with customers, partners, and analysts, he evangelizes WSO2’s technology vision. Asanka has over 20 years of industry experience, which includes designing and implementing highly scalable distributed systems, SOA and microservice architectures in the financial domain, mobile platforms, and various business integration solutions. He is also a committer of the Apache Software Foundation. Asanka is a regular speaker at numerous global events, and many tech meetups in the San Francisco Bay Area.

Fuelling the Digital Experience Economy with Connected Products

The modern worker expects a flawless digital experience while working from the office, home, anywhere — nearly a third of employees have changed jobs due to poorly performing workplace systems and technology.

While employee retention becomes a key corporate objective, IT operations are increasingly blind to the performance of modern applications: 42% of users report performance issues with SaaS solutions, but 39% escape detection by existing monitoring tools.*
What’s changed? Modern, cloud-powered applications redefine app delivery by accelerating the adoption of cloud-powered security, access and networking with SASE, SWG, CASB and SD WAN that both enable and impact a distributed workforce.

This session will explore how essential cloud technologies are creating this new visibility gap by illustrating it with live examples from global-scale enterprise networks in manufacturing, retail and eCommerce verticals.

Learn how visibility can be reestablished across this new digital infrastructure by combining agentless real user monitoring with AI-enabled synthetic testing. See how correlating the dynamic traffic path with user-centric performance metrics reveals the digital employee experience, and empowers IT operations to optimise it.

The live demonstrations in this session will be based on real-time data collected from over 100 global locations and over a billion daily user transactions.

[* Statistics from NTT Global Services report 2021, ESG insights, EMA, Digital Enterprise Journal and Workfront 2021]

Gain 360° Visibility for Modern App Performance: Deliver an Amazing UX

Almost no organization has a solid CMDB underpinning their IT processes. You probably also have a CMDB that is not up to date nor equipped to do the job, despite all efforts including implementing automated inventory and discovery.  

The question is: should we even try to manage the CMDB in this dynamic cloud ecosystem where resources are dynamically deployed and turned off again? Is the current approach to the CMDB suitable for the new multi-vendor digital ecosystem with micro-services, containers, and cloud (e.g. IAAS, SAAS)? 

In this session we will discuss: 
- How CMDB will evolve 
- How to get configuration management on track 
- How to ensure CMDB is up-to-date 
- Why CMDB initiatives have failed, and how to fix this approach

Forget the CMDB, it Will Never Be Your Friend!

More and more organizations are moving vital workloads on to cloud architecture, especially their data. However, many are not ensuring that the same level of monitoring that they would perform in an on-premises environment. Performance problems on cloud infrastructures don’t simply result in slower databases, but in higher overall costs. This session will walk you through why you need to monitor your databases in the cloud. We’ll discuss some of the built-in architectures available to you using Azure and AWS as examples. We’ll also walk through additional resources from building your own monitoring solution to taking advantage of third party tooling. Moving to the cloud carries all sorts of advantages, but you need to be prepared to appropriately monitor your databases too. This session will help you get started.

The Importance of Database Monitoring on Cloud Platforms

Over the last year a lot has happened in the world.  COVID, although central and heavily impacting all of our lives in one way or another, is  unfortunately not the only virus that has been a topic of conversation.  In the last year the focus has shifted to bring the attention on cyber security and the impact of vulnerabilities in the software and systems many organizations often considered were secure.  The President of United States’ executive order on cyber security has fanned the flame to push for greater measures to protect against threats and mitigate vulnerabilities more effectively.  In this talk we will explore recent reported vulnerabilities, some of the advancements being developed in the open source community and how a focus on the Sec in DevSecOps can help your organization through more effective processes and best practices in your SDLC.

Next Gen DevSecOps: The Criticality of Software Supply Chain Security in SDLC

More and more IT organizations are using AI/ML in their IT Service Management landscape. Think about: self-service using virtual assistants, AIOps, ChatOps, Service failure prediction, automated remediation, etc. But how mature are these AI capabilities for ITSM? What is possible today? Where to start? What is coming next? 

This presentation is about how Artificial Intelligence and Machine Learning can be used in your IT value streams, supporting your ITSM and DevOps transformation activities. 

Learn how you can leverage AI/ML in your IT organization to streamline and automate IT activities. 

Key questions discussed in this presentation:

-How does AI/ML fit into your overall IT service management landscape (of processes and tools)?
-What AI/ML features are currently available to support your IT value streams?
-How can you benefit from AI/ML?
-Where to start the AI journey in your IT organization? 
-What are the future developments and trends of applying AI/ML in DevOps and ITSM?

Leveraging AI in DevOps and IT Service Management

ITSM solutions are crucial to ensure regulatory compliance and create a security perimeter that can protect data and users everywhere in the cloud, without introducing friction to the business. We bring our deep IT industry and functional expertise and a range of perspectives to illustrate how to design and deliver ITSM solutions that unlock the full potential of remote work and modern cloud-based solutions.
ITSM systems are essential to:
• LEVERAGE SERVICE INTEGRATION AND MANAGEMENT
Select, integrate operate the right tools to keep competitive and automate crucial processes — from security to compliance — to boost productivity and deliver world-class user experiences. 

• UNIFY COMPLIANCE AND SECURITY OPERATIONS
Integrated compliance, cyber resilience, and vulnerability management processes to protect data, users, applications, and infrastructure. Enable remote, in-office, and hybrid teams to communicate and collaborate across channels, and time zones — without the constraints of physical location, meeting space, and traditional data sharing solutions.

Join us to learn about the challenges and benefits of using ITSM systems to:

• Manage Web Application and API Protection solutions based on Risk-Adaptive Data Protection using a Behavior-Based Approach
• Protect and secure the East-West traffic and improve security, lower costs, and simplify operations
• Use CASB and a Micro-segmentation approach to eradicate Ransomware Threats and block Ransomware Attacks from moving across your digital infrastructure
• Take a Zero Trust Security approach to secure the Digital Edge, and deliver world-class Employee Experiences and User Experiences
• Adopt fully managed solutions to de-risks deployment, optimize the cloud infrastructure, reduce costs, and shortens the time to achieve business objectives

Part 2 -  Managing Cloud-Native Apps

Today organizations and businesses’ operations depend on technology to achieve optimal levels of productivity and efficiency and drive world-class business outcomes and superior success. ITSM solutions are crucial to ensure regulatory compliance and create a security perimeter that can protect data and users everywhere in the cloud, without introducing friction to the business. We bring our deep IT industry and functional expertise and a range of perspectives to illustrate how to design and deliver ITSM solutions that unlock the full potential of remote work and modern cloud-based solutions.
ITSM systems are essential to:

• GENERATE BUSINESS VALUE FROM A SINGLE PANE OF GLASS
Bring all applications, systems, and third-party solutions together and unify their management and optimization to deliver more value and meet customer needs and business requirements.

• ALIGN IT AND BUSINESS TO CONNECT EMPLOYEES, CUSTOMERS, AND EXTERNAL PROVIDERS
Deliver company-wide service transparency and efficiency to turn best-practice ITSM principles into strategic value while making business more efficient, compliant, and secure. 

Join us to learn about the challenges and benefits of using ITSM systems to:

• Manage Enterprise Connectivity and SASE solutions to modernize the networking infrastructure and support a remote workforce
• Use SASE and Zero Trust solutions, platforms and frameworks to sustain the evolution of workforce security and productivity
• Protect and secure the North-South traffic and improve security, lower costs, and simplify operations
• Monitor the main metrics needed to guide the delivery of enterprise-grade services
• Adopt a Zero Trust Security approach to secure the Digital Edge delivers world-class Employee Experiences and User Experiences

Part 1 - Managing Networking and Connectivity

ITSM solutions to capture the full benefits of today’s hybrid working models and geographically distributed teams.

Organizations are shaping — and being shaped by — today’s shift to remote working, and hybrid work models that combine remote and onsite work are rapidly becoming the dominant ones the world over. Rapidly evolving online collaborative platforms bring geographically-distributed teams together, anytime, anywhere. Remote working creates significant new challenges for organizations that now need to protect cloud-based data, users, applications, and infrastructure on modern collaborative working platforms.

In this seminar, a panel of experienced professionals demonstrates how to combine ITSM with ESM (Enterprise Service Management) and SIAM (Service Integration & Management) capabilities to ensure the continuous delivery of the mission-critical managed services to securely connect users, applications, and data the world over.

• Deliver reliable, high-availability network and security solutions to embrace the Zero Trust Network Access (ZTNA) and Secure Access Service Edge (SASE) frameworks to converge networking and security into the cloud, and serve the needs of global customers
• Manage Accelerated, Flexible DevOps Pipelines with Modern Enterprise IT Service Management automation 
• Collaborate through SIAM across regions 
• Complete integration of external suppliers and service providers
• Orchestrate Multi-Provider Management with Advanced Service Integration & Management (SIAM) to support dynamic sourcing model
• Leverage ITSM to provide the automation, cloud-scale, and intrinsic security needed to connect

THE COMPLETE SERVICE MANAGEMENT PLATFORM at the convergence of ITSM and DevOps

This webinar will cover the what and the why of measuring and monitoring in the technical support center. In addition to discussing some of the differences between a Service Desk and a Help Desk, we will cover:

- The Why of Metrics
- Industry Top Metrics – A Closer Look
- Myths of Measuring
- Back to Basics
- Consequences of Automation and Artificial Intelligence
- Monitoring: What and Why

Measuring and monitoring help us understand and improve our performance for the organization, but it’s important to be aware of some of the unintended effects of and overemphasis on metrics, and talk about why metrics should not be considered goals, but rather should be mileposts.

Who should attend: Directors and managers with responsibility for Service Desk or Help Desk operations

About the speaker

HDI's 2019 Lifetime Achievement Award honoree Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as Group Principal Analyst, he acts as in-house subject matter expert for HDI and ICMI, bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @RoyAtkinson.

Metrics and Monitoring for Service Desks and Help Desks

As a term, Dev/Ops isn’t a new concept. The struggle to make development and infrastructure operations.  Join this webcast to understand the interdependencies with each other has been a main issue for decades.  

In this webinar practical strategies are explored to implement or improve Dev/Ops practices.

Effective Dev/Ops Strategies

AI and automation support ITSM by optimizing high-volume processes for better and more consistent outcomes, delivered faster, at a lower cost. Key challenges in unlocking these technologies are:

Identifying and prioritizing opportunities
Documenting the current state (as-is)
Finding or generating data for modeling and designing the to-be state
Validation, change management and deployment
Benefit realization rate analysis
Process Intelligence, which automatically creates transparency around digital processes, bridges many of these key gaps reducing the risk of AI and automation projects and most importantly, provides a mechanism for systematically scaling such efforts, including providing evidence of the high ROI achieved. It is therefore an essential tool for unlocking the fly wheel required to succeed with digital transformation.

Join us for this session to learn how Skan’s Process Intelligence can be used for a systematic approach to succeeding and scaling AI and automation in ITSM.

Process Intelligence unlocks the potential of AI and automation in ITSM

2019 has seen much of the ITSM industry focus on automation and its impact. From self-service, to AIOps and problem and incident management, the influence of automation has been far-reaching. 

Join this panel to hear ITSM experts take a look back at where automation has taken us, and look forward to where it’ll lead us next.

Speakers:
Wai Wong, CEO, Serviceaide
Pierre-André Aeschlimann - Solution / Sales Strategist & Evangelist, Cherwell Software
Moderated by Harriet Jamieson, Global Content Manager, BrightTALK

[Panel] Automation in ITSM: Where Are We?

Customer experience is driven by the employee experience. 

Customer experience (EX) is now the new battlefront. It is the differentiator. It is your competitive advantage. Customer experience has overtaken price and product as the key brand differentiator. 

It is therefore paramount to get the employee experience right.

The Great Resignation – over 40% of the global workforce is considering leaving their job this year - has come about through The Great Realization that can be happy at work. The pandemic has allowed employees to reflect on what is important to them – not only in their personal life but also their work life.

Massive change is afoot. Employees are in the driving seat having proved that remote working can work, they are no longer limited by geographical boundaries when seeking a new employer. They are demanding retention of the flexibility to choose where they work and when. 

The Indeed Workplace Happiness Study 2021 revealed that 97% of employees believe that happiness at work is possible and therefore will look for employers who can met their expectation.
Unless you are an employer of choice, your will lose your talent and be unable to attract it.
Service Management must move from managing IT to enhancing the employee experience.

This presentation will explore:
-The reason a great employee experience is imperative to organizational success
-The role Service Management will play
-The ITIL Guiding Principles for improved employee experience
-The service management processes that drive the employee experience

Key takeaways include:
-Where to start
-How service management can maximize the employee experience
-The return on investment

Employee Experience - The New Competitive Advantage

This presentation will provide an overview of how to improve the quality of service using data collected from any Service Management tool. I will examine how to go beyond ACD reports for improving the Service Desk.

Case Study: Improving the Service Desk using incident data

improve

service

desk

management

Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.

IT Service Management

Get powerful help desk and support insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the help desk and support strategies that effect business value and growth.

Help Desk and Support

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Case Study: Improving the Service Desk using incident data

Presented by

About this talk

More from this channel